Vals Gems & Repair Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear belowAlthough Val's repeated references to video proof of her credibility obviously intend to impress somebody, I would submit a true, uncencored review of this video would in fact show her to be the deceptive individual she isThe facts are and remain, I had my watch taken to Val's to have the battery replacedMy watch was returned with the back looseLoose to the point it could be finger turnedI came to realize this AFTER taking a shower the next dayI suggest my watch was water damaged due to obvious negligence on Val's partVal also seems impressed by her years of business experienceI would like to state in my years of life I have never encountered such negligent, dishonest human beings beforeI would appreciate the return of my watch that has been held 'hostage' by these disreputable people for almost weeks so I can take it to a honest, competent watch repairmanAs to my EVER returning to that business...how ludicrousWhy would I ever entrust ANYTHING to such dishonest, incompetent people as these?
Regards,
*** ***
&nb

Business Response to a Complaint
Complaint ID#:
***
Company Name:
Val's Gem & Repiar
Company Contact:
*** ***
Company Phone:
###-###-####
Company Email:
Person Who Sent the Complaint:
*** ***
***
Staff Member:
***
Response:
On Saturday, January17, the customer came into Val's Gems & Repair and stated that his girlfriend had taken his watch to get the battery replaced times in the last yearHe then said that every time she had brought it to us, but during those visits she never mentioned she had just had it replacedWe always advise people to have the watch looked at if they are replacing their battery within a few to monthsThat is when we send the watch out to our local watchmaker to get an estimate as to what, if anything, is wrong with the watch besides the batteryWe send at least a dozen a week to the watchmakerThe customer explained that we ruined the watch because he got into the shower with it and it had gotten water in it and ruined itWe looked at the watch then and it showed no signs of water damageI told the customer we would send it to the watchmaker and have him look at it and fix it if it, indeed, had any water damageMy son & I were the only people working that day, and my son told the customer that we haven't been in the business this long to take in people's items to break themThe customer proceeded to use very inappropriate language to my son, and asked him what he planned to do about itHe was asked to leave the premisesThis of course upset my son, but the customer proceeded to leaveThis entire altercation was recorded on my security system, and can be provided if need beAfter much thought, I called the customer and told him that he needed to come get his watch and we would refund his money for the batteries, as he was very rude and accused us of trying to "get one over on him"He then told me that this would not be the last time he would hear from meHad it been made aware that it had been in the shop more than times in one year, we definitely would have recommended it be sent out to be looked atHe never came back that Saturday to pick up his watch, and again, after much consideration over the next few days, I decided to send the watch to the watchmaker on Tuesday when I reopenedThe watchmaker came to pick up the watch and not long after the customer came in to pick it upI told him that I had sent it to the watchmaker, in good faith, to see if there was water damageThe customer was told that the watch would be fixed, no charge, if there was water damage, and that if there was no water damage, we would not pay for the repairThat is when he said there has to be water damage because it is not runningI responded by saying there was no condensation that we could see, but the expert would evaluate the watchI received the estimate as to what was wrong with the watch on Wednesday, January 21, and told the watchmaker to proceed fixing the watch even though it had NO water damageThe watch needed other work, and again, I want to make every customer happy, I told him to fix the watchI have tried everything to make this customer happy, but he continued to accuse me that we broke the watch because of water damage, when in fact, there is noneI also have documentation from the watchmaker with date and time stamp that can be emailed and provided upon requestSent on: 1/23/12:05:PM

Business Response to a Complaint
Complaint ID#:
[redacted]
Company Name:
Val's Gems & Repair
Company Contact:
[redacted]
Company Phone:
###-###-####
Company Email:
Person Who Sent the Complaint:
[redacted]
Staff Member:
[redacted]
Response:
As we have reviewed the video surveillance twice to provide factual and an accurate account of the situation, we would like to say that the customer did, in fact state, that he wanted the item repaired or replaced if it could not be fixed. As far as saying that the customer was never told that the watch would be sent to be inspected/repaired is untrue, due to the fact that he received a claim ticket which stated on the ticket in my handwriting "Water Damage? If not estimate to repair". In previous response, we are more than willing to provide the Revdex.com a copy of video surveillance and copy of all tickets & faxes received in regards to this watch. In regards to the watch back, we take the back off, of his type of watch, with a special tool, and it does screw on but that same tool is used to put the back on tightly. It may not have been as tight as normal, but inspection by certified watchmaker has said there is no water damage to watch. I am sorry that this customer thinks that we were trying to scam him, but I have not been in business for over 30 years doing "shotty" work and watch is currently at watchmakers being repaired. If customer feels that he owes for repair then that is fine, if not that is fine also. The watch will be mailed directly to him, as I do not want him back in my store, due to his abrasive and argumentative nature. I am going to consider this case closed.
Sent on: 1/30/2015 12:30:31 PM

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The response the Revdex.com received from Val's Gems & Repairs was inaccurate and blatantly false on a number of points, which now seems to be clouding the main issue. I will not spend the time addressing each falsehood or this response could be quite lengthy.  I will address the important points that Val's inaccurately depicts.  My girlfriend most definitely questioned Val's sales person as to the significance of frequent battery replacements and was given "age" and a shoulder shrug in response. The most pertinent fact omitted in Val's response was that the back of my watch was left loose by Val's repair person after she replaced the battery, potentially allowing moisture inside of the watch.  The watch was running until I took a shower Saturday morning.  That is when I noticed it had stopped running and the back of the watch was loose.  I dropped the watch off that same morning on my way to the vets, explaining to her the events just mentioned above.  I received a call from Val's while at the vets office, when she informed me that upon their inspection, the watch had not gotten wet and that I needed to come pick the watch up and they would refund my $7 battery fee.  Nothing was mentioned as far as sending the watch out to have it inspected or repaired.  To the contrary, I was told on the phone "we're not going to buy you a new watch", when I had not ever asked or said a word about replacing the watch.  I told her that I was tied up at the vets office and could not retrieve my watch at that time.  Since Val's was closed on Sunday and Monday, I returned early Tuesday afternoon (the 20th) to pick up my watch.  At that time I was told they had sent the watch to a watch repair service in Lyndon for their inspection and that the watch would be shipped to me.  I was surprised that my watch had been sent elsewhere without first notifying me.  I did make the comment I wished you would have called me, and events went downhill from there.  The last I knew on Saturday the 17th was to pick up my watch, which I was attempting to do.  In conclusion, I never made any demands regarding the repairs or replacement by Val's of my watch prior to the filing of this complaint.  What transpired was I took my watch to have a battery replaced, the watch got wet and stopped working, I discovered the back loose, and went back to Val's to find out why the back was loose and the watch was not working.  As of the writing of this letter, I have yet to receive my watch or the refund for the battery.  As to the status of my watch, the only information I've received is from reading Val's response to the Revdex.com complaint.
  Regards,
[redacted]
 
Regards,
[redacted]
 
 
 
&nb