Tic Toc Shop

First and foremost no one has lied to Mr***As he stated, we have talked several timesMr***'s clock movement is a French mantel antiqueIt was worn and needed a time and strike gear replacedThese gears and parts are very difficult to locateNumerous hours are spent searching the internet and at clock shows all over the United States looking for specific gears and partsThey can be manufactured but it is much more economical to the customer to locate ones, if at all possibleWe had located a time gear and it was on the test stand working but we were waiting on a strike gear because his had some broken teethWe had received one previously but was not satisfied with the quality, so we continued searchingWe were waiting on another strike gear to be deliveredWe never do inferior work or use parts that are not absolutely correct just to rush or haphazardly return a clock to the customer without it being 100% correctThat is why we are a very reputable company that has been in business since We are returning the customer's movementThere is no charge since we did not complete the jobHopefully, Mr [redacted] can find someone closer to Arizona than OhioAs an offer of ***will we will even pay the return postage

Initial Business Response / [redacted] (1000, 6, 2015/11/04) */ Original service ran in July on 7-15-Cost observationsClock had wrong Mov't Put in it by another service techExplained that to customerCust declined having correct mov't put in clock & Just wanted it oiledOiled and serviced Mov't 2nd service Ran Oct 9, cost Observations, clock still not running full week because of wrong movement replacement, cust still refused to spend extra money needed to fix clockCustomer was upset she had to pay for 2nd service appointmentPaid for service but vowed to complain about it 3rd service Ran Oct 20th cost 0- Customer complained clock was not chiming at allWhile on phone with customer, I could hear clock chiming in backgroundExplained to customer that if the clocks weight were all coming down evenly, then clock was chiming properly, again explained to customer how to adjust time on clockCustomer then said clock was no longer running, so I ran a 3rd service call, when I arrived at customers home, clock was running fine A I made a small time adjustment to clock, then I showed her how to adjust the timing on clock for the 4th time Oct 23rd Customer Called & complained clock still was not keeping time, tried to explain how to time it out the 5th time which is the customer responsibilityCust refused to adjust clocks pend & demanded another service call, I explained that I was happy to run another service but it would cost cust cursed me out, said she would complain to the Revdex.com & slammed phone down on me Exerp written on every service ticket

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.]Once again, the business’ response indicates an outright lieI spoke to Delores [redacted] the same day after filing my initial complaint that morning with the Revdex.comI asked her straight forwardly to explain why she hadn’t returned my phone call from two [redacted] earlierShe explained that she had misunderstood and thought I was content to simply continue to wait I gave her a quick recap of our previous conversation in which I had explicitly told her that the source of my frustration was their inability or unwillingness to communicate with me concerning where the repair was at in the process and a time frame in which to expect it to be returnedShe apologized for the misunderstanding and assured me that she now understood the information that I requiredShe further assured me that she would return my call that evening or the following dayTo her credit, she actually followed through this time and called back the next dayShe told me that the clock movement was done and on the test stand She assured me that it was completed and would be returned in a week, or at the most two ***I thanked her for finally getting me the information I’d had to beg for up to this point and ended the conversationBased on the business’ response, I have little doubt that the movement was repaired and strongly suspect that it was neither unpacked nor ever saw the light of day in this shopPaying the return postage is an empty gesture of a deceitful companyI’ll be interested to see the condition of the movement after it has been returnedI continue to doubt that this business would have invested [redacted] of time and effort to clean, repair and test a clock movement only to disassemble it and put the broken parts back in so it could be returned, unless nothing had really been done! Interestingly, they were only motivated to return my property after receiving the complaint I filed through the Revdex.comI can only hope that my complaint might save some other unsuspecting person the same headache and frustration that I’ve had to endure for the last and a half months from these peopleOn a final note, the one problem that I knew was wrong with this movement when I sent it off was never mentioned in this business’ response which further makes me doubt their integrityI know that the spring driving the chime mechanism was brokenAnother clock repair shop had given me that information prior to sending it to this businessI sincerely hope I get everything back that I sent to themMr [redacted] requested that I not only send the movement, but also the serialized pendulum and clock handsThe disappointment of losing the matching pendulum and clock hands of a 150+ year old clock would be immeasurable.Regards, [redacted] ***

Initial Business Response /* (1000, 6, 2015/11/04) */
Original service ran in July on 7-15-Cost observationsClock had wrong Mov't Put in it by another service techExplained that to customerCust declined having correct mov't put in clock & Just wanted it oiledOiled and serviced
Mov't
2nd service Ran Oct 9, cost Observations, clock still not running full week because of wrong movement replacement, cust still refused to spend extra money needed to fix clockCustomer was upset she had to pay for 2nd service appointmentPaid for service but vowed to complain about it
3rd service Ran Oct 20th cost 0-
Customer complained clock was not chiming at allWhile on phone with customer, I could hear clock chiming in backgroundExplained to customer that if the clocks weight were all coming down evenly, then clock was chiming properly, again explained to customer how to adjust time on clockCustomer then said clock was no longer running, so I ran a 3rd service call, when I arrived at customers home, clock was running fine A I made a small time adjustment to clock, then I showed her how to adjust the timing on clock for the 4th time
Oct 23rd Customer Called & complained clock still was not keeping time, tried to explain how to time it out the 5th time which is the customer responsibilityCust refused to adjust clocks pend & demanded another service call, I explained that I was happy to run another service but it would cost cust cursed me out, said she would complain to the Revdex.com & slammed phone down on me
Exerp written on every service ticket

Initial Business Response /* (1000, 6, 2015/12/04) */
Dear Sir,
On 11/2/the above person brought a H/M 625-into our store in Lemay for repair She was offered (illegible) of putting a Westminster chime movement in to replace the bad movement The one movement case installed was
$the other one was $As you will see on her job estimate she approved putting in the $movement and left a deposit to do the work We installed the movement and she picked up the clock on 11/5/
I will admit my serviceman did not order the part & he did not follow through on this If the girl said something about him not returning the phone call or ordering the part that was not belittling the repair man, that was telling the truthShe tries to follow up on things, but apparently the customer is not happy
The part is difference from the other part, but we are entitled to collect labor for the re-install; a different movement and removing old movement that customer approved on 11/2/
difference on movement from H/M
Labor for double batter M/M install
for xtra battery
Tax
total owed in movement charged
(Cash Only)
I am the owner of Tic Toc Shop, Inc and if she had a problem, she could have asked for me Personally, I think the woman had an attitude when she came in and that sparked the attitude with my employee, who only tried to help her by following up on the issue
If the woman wants this done the above amt will be due on completion She will have to leave the clock and we will call back when it is done
*** ***
Owner
Final Consumer Response /* (1500, 18, 2015/12/14) */
I was definitely not offered two ways to fix the clock until after the part was replaced with the part that was not like the original I tried to be pleasant to the woman in the store but she was extremely rude My year old grandson who was with me asked how I could listen to her and still be nice I told him that my mother always told me that One could catch more flies with honey than with vinegar so I try to treat people as I would want to be treated I do not think that I should be responsible for the labor on replacing the part the Tic Toc shop used since it was not the correct part FYI I have also reported this incident to Howard Miller From what I understand this is not the first complaint of this kind about the Tic Toc shop to be brought to their attention
Final Business Response /* (1000, 16, 2015/12/14) */
Dear Sir,
In answer to her rebuttal this is why we have job estimates to replace movements with prices and have customers sign them!!
We are not going to do a job for free when we have signature for doing the fist job as agreed
All she does is threaten us with Howard Miller the (illegible) etc This is a form of blackmail!
I will be in business years next year and I have delt with all types of people and no matter how hard you try to help someone you will never please everyone!! I guess she is the one I can't please!! It's over!! No freebie!! The End!!
*** ***

Initial Business Response /* (1000, 6, 2015/11/04) */
Original service ran in July on 7-15-15 Cost 135.00 observations. Clock had wrong Mov't Put in it by another service tech. Explained that to customer. Cust declined having correct mov't put in clock & Just wanted it oiled. Oiled and serviced...

Mov't.
2nd service Ran Oct 9, 2015 cost 135.00 Observations, clock still not running full week because of wrong movement replacement, cust still refused to spend extra money needed to fix clock. Customer was upset she had to pay for 2nd service appointment. Paid for service but vowed to complain about it.
3rd service Ran Oct 20th cost 0-
Customer complained clock was not chiming at all. While on phone with customer, I could hear clock chiming in background. Explained to customer that if the clocks weight were all coming down evenly, then clock was chiming properly, again explained to customer how to adjust time on clock. Customer then said clock was no longer running, so I ran a 3rd service call, when I arrived at customers home, clock was running fine A I made a small time adjustment to clock, then I showed her how to adjust the timing on clock for the 4th time.
Oct 23rd Customer Called & complained clock still was not keeping time, tried to explain how to time it out the 5th time which is the customer responsibility. Cust refused to adjust clocks pend & demanded another service call, I explained that I was happy to run another service but it would cost 135.00 cust cursed me out, said she would complain to the Revdex.com & slammed phone down on me.
Exerp written on every service ticket

Initial Business Response /* (1000, 6, 2015/12/04) */
Dear Sir,
On 11/2/15 the above person brought a H/M 625-281 into our store in Lemay for repair. She was offered 2 (illegible) of putting a Westminster chime movement in to replace the bad movement. The one movement case installed was...

$148.49 the other one was $177.10. As you will see on her job estimate she approved putting in the $148.49 movement and left a deposit to do the work. We installed the movement and she picked up the clock on 11/5/15.
I will admit my serviceman did not order the part & he did not follow through on this. If the girl said something about him not returning the phone call or ordering the part that was not belittling the repair man, that was telling the truth. She tries to follow up on things, but apparently the customer is not happy. ..
The part is 29.00 difference from the other part, but we are entitled to collect labor for the re-install; a different movement and removing old movement that customer approved on 11/2/15.
29.00 difference on movement from H/M
55.00 Labor for double batter M/M install
2.00 for xtra battery
86.00
Tax 2.21
88.21 total owed in movement charged.
(Cash Only)
I am the owner of Tic Toc Shop, Inc. and if she had a problem, she could have asked for me. Personally, I think the woman had an attitude when she came in and that sparked the attitude with my employee, who only tried to help her by following up on the issue.
If the woman wants this done the above amt will be due on completion. She will have to leave the clock and we will call back when it is done.
[redacted]
Owner
Final Consumer Response /* (1500, 18, 2015/12/14) */
I was definitely not offered two ways to fix the clock until after the part was replaced with the part that was not like the original. I tried to be pleasant to the woman in the store but she was extremely rude. My 14 year old grandson who was with me asked how I could listen to her and still be nice. I told him that my mother always told me that One could catch more flies with honey than with vinegar so I try to treat people as I would want to be treated. I do not think that I should be responsible for the labor on replacing the part the Tic Toc shop used since it was not the correct part. FYI I have also reported this incident to Howard Miller. From what I understand this is not the first complaint of this kind about the Tic Toc shop to be brought to their attention
Final Business Response /* (1000, 16, 2015/12/14) */
Dear Sir,
In answer to her rebuttal this is why we have job estimates to replace movements with prices and have customers sign them!!
We are not going to do a job for free when we have signature for doing the fist job as agreed.
All she does is threaten us with Howard Miller the (illegible) etc. This is a form of blackmail!
I will be in business 50 years next year and I have delt with all types of people and no matter how hard you try to help someone you will never please everyone!! I guess she is the one I can't please!! It's over!! No freebie!! The End!!
[redacted]

First and foremost no one has lied to Mr. [redacted]. As he stated, we have talked several times. Mr. [redacted]'s clock movement is a French mantel antique. It was worn and needed a time and strike gear replaced. These gears and parts are very difficult to locate. Numerous hours are spent searching the...

internet and at clock shows all over the United States looking for specific gears and parts. They can be manufactured but it is much more economical to the customer to locate ones, if at all possible. We had located a time gear and it was on the test stand working but we were waiting on a strike gear because his had some broken teeth. We had received one previously but was not satisfied with the quality, so we continued searching. We were waiting on another strike gear to be delivered. We never do inferior work or use parts that are not absolutely correct just to rush or haphazardly return a clock to the customer without it being 100% correct. That is why we are a very reputable company that has been in business since 1963. We are returning the customer's movement. There is no charge since we did not complete the job. Hopefully, Mr. [redacted] can find someone closer to Arizona than Ohio. As an offer of [redacted]will we will even pay the return postage

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]Once again, the business’ response indicates an outright lie. I spoke to Delores [redacted] the same day after filing my initial complaint that morning with the Revdex.com. I asked her straight forwardly to explain why she hadn’t returned my phone call from two [redacted] earlier. She explained that she had misunderstood and thought I was content to simply continue to wait.   I gave her a quick recap of our previous conversation in which I had explicitly told her that the source of my frustration was their inability or unwillingness to communicate with me concerning where the repair was at in the process and a time frame in which to expect it to be returned. She apologized for the misunderstanding and assured me that she now understood the information that I required. She further assured me that she would return my call that evening or the following day. To her credit, she actually followed through this time and called back the next day. She told me that the clock movement was done and on the test stand.  She assured me that it was completed and would be returned in a week, or at the most two [redacted]. I thanked her for finally getting me the information I’d had to beg for up to this point and ended the conversation. Based on the business’ response, I have little doubt that the movement was repaired and strongly suspect that it was neither unpacked nor ever saw the light of day in this shop. Paying the return postage is an empty gesture of a deceitful company. I’ll be interested to see the condition of the movement after it has been returned. I continue to doubt that this business would have invested 15 [redacted] of time and effort to clean, repair and test a clock movement only to disassemble it and put the broken parts back in so it could be returned, unless nothing had really been done! Interestingly, they were only motivated to return my property after receiving the complaint I filed through the Revdex.com. I can only hope that my complaint might save some other unsuspecting person the same headache and frustration that I’ve had to endure for the last 3 and a half months from these people. On a final note, the one problem that I knew was wrong with this movement when I sent it off was never mentioned in this business’ response which further makes me doubt their integrity. I know that the spring driving the chime mechanism was broken. Another clock repair shop had given me that information prior to sending it to this business. I sincerely hope I get everything back that I sent to them. Mr. [redacted] requested that I not only send the movement, but also the serialized pendulum and clock hands. The disappointment of losing the matching pendulum and clock hands of a 150+ year old clock would be immeasurable.Regards,
[redacted]