Complaints

• Initial Complaint

  02/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Took watch to be repaired on 8/5/22 no notice of service completed until I called in October. Picked up watch on 10/5/22. Put watch on and wore it. The next day watch wasnt working. I called and I took watch back , they looked at it and said I would need to leave it there again. It was months before I was notified of the assessment. When the clerk called he said I would need to pay an additional $180. I explained that I had got my watch back and it stopped working a day later. ******* said it was defective by water damage. How could it got water damage in 1 day? I requested to speak to the person in charge. I was in touch with the owner. I informed him of the situation, he was adamant that I had damaged the watch with water. I had this watch for over 30 years and had no issues with water before. For him to ask for another payment was absurd. I feel that this place just ripped me off for $180. And my watch still isnt working. I live in ** and informed them of that. I had to visit the site twice for the same issue. How could you claim to have repaired my watch and the very next day its not working? I refused to pay the second $180. And asked them to return my watch by mail. It took them awhile and finally I received my non working watch back. At first they kept it past 2 months, then for the 2 assessment took over 2 months. Im really saddened and disappointed that this business feels that its okay to practice this way. I would like my watch repaired or a refund of the charge.

  Business response

  02/22/2023

  Customer's watch is a non-water resistant model. As the customer even states that she has had the watch for over 30 years, it is even more crucial that she needs to be careful around water or moisture due to the old age and the bad condition of the casing and parts of the watch. It is not water resistant, as the manufacturer designed it. It also clearly states on the customer's receipt that "damaged caused by water is not covered under warranty." The second time customer brought in the watch, we examined it for her at no charge, to check what's wrong with it. Normally there is a diagnostic fee to do this, as it requires a lot of work to diagnose the problem. Upon inspection, the customer's watch had water damage. Customer got water/moisture inside the watch and many parts inside became rusted. All of the ***** parts needed to be replaced and the watch needed to have the overhaul service again. Although the new repairs needed was caused by the customer and there were additional parts needed to be replaced, which costs more, we even offered her a discount to get it repaired. We explained everything to the customer, and she decided not to have it fixed. She then told us she couldn't come by the store to pick it up, and we even mailed it to her (free of charge) to her new address.

  The information in the customer's complaint is false and exaggerated, as to the dates of when the repairs were done, how long it took to get an estimate, and notifying when the repair was done, as we have records of all this information. 

  We will not issue this customer a refund, nor do any further repairs without proper compensation.

  Customer response

  02/23/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or 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 below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***************************
  
  
  
  
  

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