Rialto Fine Jewelers

September 22, 2015
Revdex.comP.O.BOX 1000Dupont, WA98327
RE; ID # [redacted]
Dear [redacted]
I am responding to your letter of September 11, 2015
Please note that last year sometime in September, 2014, Mr. [redacted] brought his very old 1969 Tudorwatch for ''cleaning and overhaul"...

to [redacted], who is the proprietor of [redacted] andwho was working out of Rialto's premises as an Independent Contractor. His allegation that it wasbrought in for repairs is false. [redacted] has since moved to his own store location in Renton.
Rialto acted as a liaison, a facilitator and a processor of order only. The watch was serviced by[redacted]. Mr. [redacted] actually had other watches repaired by them and had always beenvery pleased by their work.
The watch was not working properly and was losing time. At the time when he brought his watch in,[redacted] specifically informed him the cleaning and overhauling might not fix his watch and being asold as his watch was, he was also informed that the watch might not be fixable as getting the parts forit would be difficult.
He understood and specifically acknowledged the two facts and still authorized [redacted] to clean andoverhaul the watch and said that if cleaning and overhaul didn't work, he wasn't going to spend anymore money on it to have it "repaired. he said he was aware that his watch was old and might still notwork properly after cleaning ... he was willing to take a chance.
Cleaning and overhauling does not mean fixing a watch. It is also referred to as servicing the watch. Most all mechanical/automatic watches require service every 5 years, as watch parts are very delicate and get jammed from dirt and grime. Rolex watched and their lesser brand, Tudor, are particularity verysensitive and must be serviced every 5 years. Otherwise, parts get damaged and must be replaced for awatch to work properly and accurately. It seemed like his watch had not been serviced for a long time. 
[redacted] serviced the watch and it was delivered to him with a specific disclaimer that due to the age of the watch the work was not guaranteed and that it could stop working unless certain parts werereplaced and necessary repairs were made. Mr. [redacted] checked that the watch was working, was pleased with it and took delivery of it. He was happy that the watch was working without having to spend extrafunds on parts and other repairs.
Within a few weeks after he took delivery of the watch, he showed up at the store complaining that thewatch was losing time. We reminded him of all the conversations we had regarding the age of thewatch, his unwillingness to spend money to fix it properly and that he was told that this watch mightnot be fixable and he still opted to take a chance. In spite of all that, Rialto agreed to take the watch to[redacted] once again ( by this time [redacted] had already moved out) and have him work on it. 
He was gracious enough to work on again without charging for it while maintaining all along that henever guaranteed the work because it could not be guaranteed due to the age of the watch andunwillingness of Mr. [redacted] to spend extra funds to have the watch repaired properly. He complainedthat he was engaged to do the cleaning and service of the watch only and not to fix or repair it.Nevertheless, he worked on the watch and kept it with him for several weeks to make sure that it waskeeping good time. After he was satisfied, he brought the watch back to Rialto, and Rialto delivered thewatch to Mr. [redacted]. Once again, [redacted] checked the watch and felt that it was working satisfactorily,took delivery of it and thanked us for taking care of it for him.
A few weeks after he took delivery of he watch, Mr. [redacted] showed up at the store once again. This timehe complained that he was having difficulties adjusting date on the watch. Without reminding him of allthe past conversations regarding warranty disclaimer, the age of the watch and worn out parts, Rialtoagreed to take the watch back to [redacted], who informed us that the problem stems from old worn outparts. He worked on it and somehow as able to make things work without replacing parts. Mr. [redacted]picked up the watch and was happy once again.
Mr. [redacted] brought the watch back to Rialto a couple of times more with the same issues and each timeRialto provided him free service of delivering the watch to [redacted] and then picking itup and delivering it back to Mr. [redacted]. Each time Mr. [redacted] picked up the watch, he would check it,take delivery of it and thank us for providing the service.
The very last time I was the one who delivered the watch to him. This time around, as per [redacted],hereplaced a part in the watch that cost him $89.00. As said earlier, parts for this watch are not easilyavailable. [redacted] had to call several suppliers and had to wait a long time before he was able to get it.The delay was because of the unavailability of the part. Mr. [redacted] was never charged for it.
When Mr. [redacted] picked up the watch, I made sure that he checked it thoroughly. He was completelysatisfied and only then he took the watch.
This one evening, which Mr. [redacted] alleges in his letter to be August 4, 2015, he came in huffing and puffing and with a very bad attitude. He was accompanied by his female friend, who kept interjectingin the conversation with negative statements. He used disparaging remarks about Rialto and [redacted]and wouldn't allow me to engage him in a civil conversation. I reminded him of the very firstconversation we had with him when he first brought the watch to us and told him that from the verybeginning, he was informed that "clean" alone would not take care of the problem. He was adamantthat his money should be refunded to him and became quite indignant and made disparaging remarksabout me as well. I offered him a full refund if he let us have one more chance at fixing the watch. Itold him that if [redacted] said that the watch could not be fixed, he would be given a full refund. Hewould not accept that offer either and short of a full refund on the spot, he was amenable to nothing else. He stormed out of the store leaving me in bewilderment about his ugly behavior. 
Rialto and [redacted] has provided a lot of service and repairs to Mr. [redacted] and nevercharged for it. He is asking us to repair the watch without paying for it. That is not possible Heengaged the services of [redacted] to "clean" the watch only and not to "repair" the watch. He himselfadmitted that the watch was old and told us that if it dint work after cleaning, he would understandand only under that premise that [redacted] preceded with the cleaning. 
Bryn F[redacted], who is the assistant manager of the store, was a witness to that conversation, as she and[redacted] were the ones who talked to him about his watch when he first brought it in. Both [redacted]and Bryn would testify to this fact.
In his letter, he is trashing our repair system, yet in the early part of his letter, he openly praises ourwork, "'They had always done a good job before. It's the same system and same [redacted], who hadworked on all his watches. There is obviously a contradiction in his letter which stems from his unwillingness to pay for the "repair of the watch and from his unreasonable expectation that cleaning alone could and should have made the watch work.
By the way, the written estimate he showed me from [redacted] was signed by [redacted] is a watchmaker who does contract work for [redacted] and works out of a [redacted] store. [redacted] sends allRolex and high end watches to [redacted] for repairs and cleaning. I informed Mr. [redacted] of this fact afterI saw [redacted]'s name on the estimate. He got even more furious after knowing this fact.Incidentally, the Middle Eastern man with bad teeth he has referred to in his letter is me. I am theowner of the company and contrary to the way he has made disparaging remarks about me in his letterand also during my face to face conversation with him, I have always dealt with Mr. [redacted] with utmostrespect and consideration.
We are sorry, Rialto and [redacted] are able to give any refund to Mr. [redacted], as we have already donefar more than what he engaged us for and paid for.
Naqueb R[redacted]