ComplaintsforOld Town Clock Shop, Inc.

• Initial Complaint

  06/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Agreement: A 3 gauge weather station was picked up by the owner (*****) in October 2023 from our home. I received a phone call on June 11, 2024, & was told the device was fixed & I was to pick it up at my earliest convenience. On June 24, I walked in & gave my last name to the lady at the front. She handed me the weather station & said nothing. She then proceeded to set up the register when I noticed the gauge panels were detached from the device. Up until this point, I was NOT told of any problems when repairs were being made. So, I pointed out concerns. The woman at the desk told me there were issues fixing the weather station. She also opened the back of the station, which showed the inside was held together with the aid of only electrical tape. I was finally told the weather station was damaged & had some missing parts. However, there was NO verbal acknowledgment that my weather station could NOT be fixed. Furthermore, the item ticket made no mention that there was damage & the item could not be fixed. Instead of trying to using proper means of fixing the detached parts, this woman added more pieces of tape to adjust what was still broken. I proceeded to tell her that this device belonged to my grandparents, after which she responded with a snarky remark about hoping I cared for the sentimental value rather than how the item looked or whether or not it works properly. The glass panels remained in place, so I paid the cost of the repairs. When I arrived home, the weather station pieces were already broken. My husband called the store immediately & asked to leave a message with *****. The woman who I dealt with answered and said she would be happy to help. My husband informed her that our device was broken, after which she rudely told him that, I told your wife that it couldnt be fixed because missing/damaged parts could not be found. This was the FIRST time either of us were told the device couldnt be fixed, despite paying for repairs.

  Business response

  06/28/2024

  I called ******************* and I left her a message on Friday, June 28. I did not work on the clock and I am not familiar with it. On the message, I told her to please bring it back to the shop . I will look at it personally. I will gladly refund her money and I will try to fix it. When it was brought in, ***** shouldve called her and told her that we do not work on those instead of trying to fix it. I sincerely apologize. They are very good customers and **** and I would never want them upset with us , I await her call. Thanks, *********************. 

• Initial Complaint

  10/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I took a running and chimming on the hour but not on the quater hour grandfater clock on june the 7th 2023 to be cleaned and checked out.told me it would be a month:called said it would be 3 months:called and told them i wanted to come get it then it was another month:they didnt charge me but took parts off the clock and didnt put them back and clock no longer runs or chimes any:it was my fathers clock probably 30 to 40 years old:havent went and talk to them but after they jerked me around for 4 months and left parts off clock really didnt want any more dealings with them:dont know if its possible but i think they should be made to pay for a new mechanism and preferably not installed by them:******** ******.

  Business response

  10/24/2023

  I am sorry Mr. ****** is unhappy with his clock. I never want our customers to be unhappy. That said Mr. ******‘s clock is 40 years old and wore out. When he picked up his clock he was very nice and I explained that it would not chime and  strike but only run. As for the missing piece it only holds the chime bars back so it does not chime. I was the one who removed it and I was the one who told him it was removed. I removed it to make sure it was not blocking the chime snail or rack. When that failed I put it on a test stand outside of the clock and assessed it was wore out. A lot of 40 year old clocks are. With a weight driven clock it must do the quarter hours and chime before it can strike. He said his was striking the hour but not chiming that is not possible on this clock movement it must chime and ONLY THEN will the strike follow. His clock was running here. He has knocked it out of beat taking it home. That is why most of our customers get their clocks delivered. I will gladly make a service call to put his clock in beat for him but that is all. I will not replace his movement. No mechanic will replace a 40 year old engine for free and neither will I. As for the time frame we tell everyone we are 8 to 12 months out in work. We are working hard to reduce our wait time. My mother, who has been a constant presence here at the shop for years, died here this year with hospice coming in to help at the shop.I say this not for sympathy but stating only a fact of why we are telling people we are so far behind. This might be read by other customers and I want them to know. I will not be sorry for this reason of us being behind. They are free to take their clocks elsewhere if they do not want to wait. If I can make a house call to try and get Mr. ******’s clock running just let me know I will be glad to do it. Let me repeat the movement must be replaced for it to chime and strike. 

  Customer response

  10/24/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.And dont care what anyone says the clock was running and chimming on the hour when i dropped it off:if they will make a appointment to come and get the clock running  i will move on.***** ******

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