Complaints

• Initial Complaint

  03/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In February ********** replaced my grandfather clock movement. I would like to have a copy of the Manufacturer's Warranty for the movement. I made an appointment to go to his home to pick up an instruction booklet for the new movement on March 14. ********** handed me a copy of a generic "how to" about grandfather clock care, but he gave me no specific information about the movement he installed. When I asked for a copy of the Manufacturer's Warranty he told me there was no written warranty. He had told me verbally that it was guaranteed for 5 years, but without a way to register that with the manufacturer I may be unable to claim it. If I am unable to access ************** services during the 5 year warranty period I will not have any recourse for repair or replacement unless I have my own copy of the Manufacturer's Warranty.I have the brand and identification number for the movement that was installed. If he can provide information about when and where it was purchased it would help me to obtain the Manufacturer's Warranty myself if ********** refuses to provide one.

  Business response

  04/24/2024

  Per our phone conversation, this writing is to comply with the formality requested.

   

  Please realize that this complaint is a retaliatory action that followed a complaint to the Town of **** informing them I was running a business from my home. Of course, that was closed because there was not a violation of any Rule or Statute. This all came about after I informed *************** that I will no longer do any work for her. She made an appointment to pay for a part needed for her clock to run correctly, but when she arrived, she demanded the Manufacturers instruction book. I explained that the instruction book she received when she purchased the clock over 25 years ago is exactly that, and I do not have an original instruction manual for her clock. I provided *************** with an extremely informative generic instruction booklet that I authored. This was not good enough for ***************. Now she wants the original manufacturers warranty card.  I then explained that the clock movement I installed is warrantied by the manufacturer to any professional horologist. It is not something she can remove and replace. It requires a professional to do so. In essence, I am extending the manufacturers 5-year warranty to the consumer. I could only extend a 2-year warranty if I so desired, which is the industry standard. If I was not able to, or if *************** chose to use a different company to repair the clock under warranty, the dated receipt I gave her was all she needed to provide to whatever company she chose. This, too was not good enough, and when she told me that she was not prepared to pay for the piece she needed, that I ordered and paid for, I asked her to leave and go to another clock company. I had to disengage with her tyrant attitude. *************** is a brutal person to deal with.

   

  As I explained in the phone conversation, this all started when I installed the clock. I had removed her old clock 6 years prior, and she, at that time, did not want to replace it. I left all the parts with ***************.

  During this installation, amongst other things, I found there were 2 special screws and washers missing. What should have been a 20 minute job, turned into well over an hour and a half. I charged her $7 each for the replacement screws and washers, which she refused to pay for, claiming that I must have lost them, and that I should have notified her prior to the installation that there was going to be an additional charge. At that juncture, a small argument ensued and I settled on 50% just so I could escape from the madness this woman had fabricated. My helper was shaking his head in disbelief as *************** made demands.

   

  Please realize that the complaint *************** made was at best, inaccurate. She never made an appointment to come to pick up an instruction booklet as she stated. She made the appointment to prepay for a part because I was not willing to go to her home to install the part unless she prepaid in cash. As far as the additional statements *************** made, I believe I covered all in the previous paragraph. *************** has no legitimate complaint, so I guess she had to make something up. It is unfortunate that tradespeople have to encounter unreasonable people on occasion, but *************** is a rare encounter.

   

  I appreciate your concerns in this matter and please feel free to contact me at the above email address or you can call/text to 540-SERVICE.

   

  Sincerely,

   

  *********************, owner
  Advanced Clock Repair Services

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