Rising Sun Clock Repair

Revdex.comPO Box 1000DuPont, WA Re: Complaint ID [redacted] Dear Representative of Revdex.com, A service call was performed at Mrs [redacted] _home on 10/13/by Rising Sun Clock Repair, LLC.During this service call Mrs [redacted] asked for a ball park figure on the restoration costs for her SethThomas Sonora Chime mantel clockIt was explained to her at this time that we do not like to give "ballparkfigures" for restoration work because the costs could be much higher, or lower, once themechanism has been taken apart and a full inspection has been performedHowever, a quote was givento her of between $to $It was also explained to her that a deposit would be required to beginworkAlso during the consultation she requested an appraisal of the clock, a key to replace her missingkey, a replacement pendulum bob, and minor casework Mrs [redacted] was informed during the consultation that there was months work of other clientsbefore hers and that this would need to be completed before work could begin on her clock.Mrs [redacted] s boyfriend came to our office the following day and made a cash deposit of $280.00.He was informed that the invoice reflecting payment of the deposit would be sent to him by ouraccountantUpon receiving the invoice Mrs [redacted] requested a copy of the original quote and wastold that our accountant would be notified of her request and the copy sent to herWe were notified byour accountant that the original quote could not be foundOur company just began using thisaccounting firm so a few glitches had been expectedThe name of the accounting firm will, uponrequest, be disclosed to the Revdex.com What we are willing to do at this point to resolve the issue is reduce the cost of the movement overhaulto $and deduct the cost of the delivery fee if Mrs [redacted] would like to pick up her clockThiswould bring the amount owed by her to $ Sincerely,Rising Sun Clock Repair, LLC >>>>Please see attached

907-258-1400info@risingsunclockrepaiRe: Complaint [redacted] Mr [redacted] was informed, as aH customers are, of the service call fee wecharge by phone prior to the service call being performedFurthermore, Mr[redacted] was made aware of our fee by his co-worker whom we had alsoperformed a service call.Mr [redacted] s account has been turned over to a collection agency and thematter is now out of our hands.Rising Sun Clock Repair, LLC

Re: Complaint ID #*** Mr.*** contacted Rising Sun Clock Repair concerning the repair of his Regulator clockAfter an inspection of the clock Mr*** was informed by phone what the repair costs would beMr*** elected not to have the repair work doneMr*** was called a
second time during which he was told that it was possible to get a replacement movement for his clockThe cost of the replacement movement, to include shipping and handling, came to $Unfortunately, Rising Sun Clock Repair was informed by the supplier that his movement was no longer being manufactured and there were no other replacement options other than replacing the mechanical movement with a quartz movementAs to Mr*** attempts to contact Rising Sun Clock Repair an apology is due to himThe owner's wife has cancer and her health has been deteriorating recentlyMr*** has been preoccupied with her health and hopes that Mr.*** will accept his deepest apologyRising Sun Clock Repair wants each customer to be 100% satisfiedTherefore, Mr*** clock will be mailed to him immediately and a full refund issued to him within daysRising Sun Clock Repair *** ** *** Anchorage, Alaska

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***Rising Sun Clock repairs has finally respondedI have agreed to allow the company more timeto repair the clockHowever, it is important to note that this issue goes back to early May and thattherefore I expect to have a repaired clock returned to me by the end of September. Sincerely, *** ***

Complaint: [redacted]I am rejecting this response because
[redacted]
Wasilla, AK 99623
10/13/15
RE: Complaint ID [redacted]
As stated in my original complaint (Sept. 15, 2015), I did receive a package from Rising Sun Clock Repair on Aug. 11, 2015, that contained...

my clock mechanism. However, the clock hands were not in it. I carefully removed the mechanism and checked the box and the packing material thoroughly. I then returned the clock parts and all packing to the box, which I have retained. I would like Rising Sun to perform a thorough search for the hands, which the company is responsible for returning to me if the hands were inadvertently misplaced by them. 
Since (as noted in the original complaint) in our Aug. 13, 2015, telephone conversation Rising Sun agreed to send a check for the full amount for the restoration, I am of the opinion that the refund should be issued immediately. 
Sincerely,[redacted]

All potential clients are informed of our service call fee's (BEFORE) going to their homes. This customer is upset because she was informed that the clock movement needed either an overhaul or replacement. The customer even said the clock had not been serviced in over 40 years! There was also a...

potted plant sitting above the clock with soil spilling out. The customer was informed that the life expectancy of a modern clock movement is between 20-25 years. This information can be verified by any educated clock repair person. As to her claim that our reputation is questionable we would respond by saying we get many customers who come to us with complaints about them. The bottom line is this, the customer (IS NOT) entitled to a refund and will not be given one. If she wishes to pursue this matter in court we will be happy to oblige her. We can call in any number of master clock repairmen who will back up our assessment of the situation. There was more done then the customer will admit to as well. The clock mechanism was out of beat. It was put in beat. The customer was informed that because of the condition of the movement it would most definitely stop working again. Again, the customer (IS NOT) and (WILL NOT) be given a refund.

Revdex.comPO Box 1000DuPont, WA 98327
Re: Complaint ID [redacted]
Dear Representative of Revdex.com,
A service call was performed at Mrs. [redacted]_home on 10/13/15 by Rising Sun Clock Repair, LLC.During this service call Mrs. [redacted] asked for a ball park figure on the...

restoration costs for her SethThomas Sonora Chime mantel clock. It was explained to her at this time that we do not like to give "ballparkfigures" for restoration work because the costs could be much higher, or lower, once themechanism has been taken apart and a full inspection has been performed. However, a quote was givento her of between $500 to $800. It was also explained to her that a deposit would be required to beginwork. Also during the consultation she requested an appraisal of the clock, a key to replace her missingkey, a replacement pendulum bob, and minor casework.
Mrs. [redacted] was informed during the consultation that there was 2 months work of other clientsbefore hers and that this would need to be completed before work could begin on her clock.Mrs. [redacted]s boyfriend came to our office the following day and made a cash deposit of $280.00.He was informed that the invoice reflecting payment of the deposit would be sent to him by ouraccountant. Upon receiving the invoice Mrs. [redacted] requested a copy of the original quote and wastold that our accountant would be notified of her request and the copy sent to her. We were notified byour accountant that the original quote could not be found. Our company just began using thisaccounting firm so a few glitches had been expected. The name of the accounting firm will, uponrequest, be disclosed to the Revdex.com.
What we are willing to do at this point to resolve the issue is reduce the cost of the movement overhaulto $600.00 and deduct the cost of the delivery fee if Mrs. [redacted] would like to pick up her clock. Thiswould bring the amount owed by her to $523.00
Sincerely,Rising Sun Clock Repair, LLC
 
>>>>Please see attached<<<<<<<<

Rising Sun Clock Repair[redacted]Anchorage, Alaska 99501
Revdex.comPO Box 1000DuPont, WA 98327
RE: Complaint ID [redacted]
10/6/2015
A service call was performed at [redacted] [redacted] home on 9-3-15 at which time the husband wasadvised (the wife was not in the home during the service call) of his options concerning the clockmovement. The first option being a overhaul on the existing movement and keeping the clock alloriginal, and the second option being movement replacement. Mr. [redacted] was unsure of how his wifewanted to proceed. He could not reach her by phone. I told him I could take the movement back to theshop for a more thorough inspection and give him a more accurate estimate for overhauling themovement. In transit to the shop Mr. [redacted] called and informed me that his wife had opted formovement replacement as I had explained to him that an overhaul would cost the same if not morethan a new movement and that not only would he receive a 1 year warranty from the manufacturer butalso an additional year from Rising Sun Clock Repair (something no other repair shop in the U.S. offers)on the condition he let us service it his home on the 1 year anniversary of the replacement date. Itwas explained to him that this service would be provided "free of charge".
At no time did Mr. [redacted] indicate or request his old movement returned. It is company policy toinform each client that we will, as a courtesy to them, discard of their old movement. This procedurewas followed.
Mr. [redacted] called on 9-6-15 requesting his old movement back. He was informed that it had beendiscarded already and was reminded that he was informed of our company policy regarding discardingold movement as a courtesy to our clients on 9-3-15 during our conversation regarding his request toorder a new movement.
Regarding his statement that there existed a "sticker'' on the movement for the purpose of orderingparts. There does not now, nor has there ever, been a clock movement manufacturer which putsstickers on their movement.
It was explained to him via phone that it would take approximately 7 to 14 business days for themovement to arrive and that once the movement arrived he would be notified and a date set forinstallation of the movement.
Mr. [redacted] began calling several times a day after 9-6-15, every day. I attempted to explain to himseveral times that he would be contacted as soon as the movement arrived and each time he seemedagitated that it had not arrived. It came to the point where Mr. [redacted] calls were interfering withwork and nothing was getting done .
Furthermore. In addition to Mr. [redacted] incessant phone calls his wife began constantly calling several times each day. When I did speak to her she began a tirade of insults telling me what a hateful and terrible man I was for discarding her old movement. Apparently her deceased son had purchased the clock for her and understandably she has great feelings for the clock. However. It was explained to her that our company policy regarding old clock movements had been explained to her husband and that hehad not requested the movement be returned.
Mr. [redacted] has stated that he believes his movement has been retained by Rising Sun Clock Repair forthe purpose of either using parts from it or selling it. This is completely untrue. Old clock movementshave no value to them unless they happen to be an antique clock, and this would be rare unless theclock was unique in some way making its parts valuable. Mr. [redacted] clock was a mass produced,machine made movement and have no value to it-whatsoever-.-Mr. [redacted] also believes that his movement is being held because of his complaint to the Revdex.com. This isabsolutely absurd. Mr. [redacted] is welcome to pick up his movement at any time so long as he makes anappointment first. After all, he paid for it and it is his property. Mrs. [redacted] is not welcome on ourproperty. In fact, it would be better if we mail his movement to him. I do not wish him or his wifecausing a scene and disturbing the neighboring businesses. The text he received simply indicated that hehad begun a process and that Revdex.com procedures would now need to be followed.
Furthermore. As Mr. [redacted] has accused Rising Sun Clock Repair of dishonesty and theft and  becauseof his wife's behavior and actions, I do not feel safe installing the movement in his home. If Mr. [redacted]wishes me to install the movement then he will have to contact a moving company and have themdeliver it to our shop for installation of the movement. After which they can pick up the clock anddeliver it back to Mr. [redacted].
The warranty given Mr. and Mrs. [redacted] will still be honored, but we will not service the clock in their home. It will have to be delivered and picked up by a moving company.
Sincerely,Rising Sun Clock Repair

907-258-1400info@risingsunclockrepaiRe: Complaint [redacted]Mr. [redacted] was informed, as aH customers are, of the service call fee wecharge by phone prior to the service call being performed. Furthermore, Mr.[redacted] was made aware of our fee by his co-worker whom we had alsoperformed a service...

call.Mr. [redacted]s account has been turned over to a collection agency and thematter is now out of our hands.Rising Sun Clock Repair, LLC

Re: Complaint [redacted]It seems there has been a lack of communication with the client as a result of anaccounting firm error. We were out of the country for a time and the accountingfirm was handling all business matters. We no longer use this firm due to thehigh amount of errors. Mr. [redacted] is paid...

in full. We apologise for anyinconvenience.Rising Sun Clock Repair, LLC