ComplaintsforTime & Time Again Inc.

• Initial Complaint

  07/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid $125.00 to have a clock repaired. I picked it up on 07/20/2024 and it stopped again on 07/25/2024. I called the business and politely explained that I wished to drop it back off to have the job completed and the business declined, stating that I would have to pay to have it fixed again.

  Business response

  07/28/2024

  Complaint ID: ********

  I apologize for the trouble I have caused the customer regarding this concern. I had repaired a clock for them prior without any issues, and value them as a customer. I feel there has been a miscommunication regarding my practice and would like to clear this up. 
  I had followed standard procedure and charges for this repair. After performing functionality testing, I found the only part not working correctly was the Coil. This procedure was therefore a standard part repair. I repair the non-functioning piece, and if everything works accordingly, I send it to its rightful home. I can only offer a solution within the original scope of practice, which is for the repaired piece. Therefore, the only warranty here is on the specific part. 
  I cannot guarantee that the old clock and old parts will not have problems later in its lifetime. If the clock stops functioning again due to a different piece, I must charge further to pay for the components and time it takes to complete. If the customer had wanted further repairs, this would have had to be a full clock repair procedure. That procedure is charged at a different and much higher rate, and may include a full warranty, unlike this smaller part-specific procedure. 
  The Coil for this model is hard to come by as it is no longer produced. I searched a long time to find the correct piece. Once found and replaced, I tested the clock for the six days. In that time everything worked smoothly. When following up with the customer, they also found it to be working accordingly. It was my understanding that I fulfilled the customers request with this specific part (the Coil) repair. 
                   Later, the customer reached out to me asking for either a full refund, or further fixing of the clock without paying more because the clock stopped working. Because this was a part-repair, I explained how I could not refund or work on parts outside of the initial scope without further investing on the customers end. I have been unable to reach the customer by phone after our initial conversation regarding their concerns, I am willing to offer the following proposed solutions to alleviate any further concerns: 
  1)        Refund for the full price of $125 on the condition that the Coil is returned to the shop; Or, 
  2)        Refund for the price of $80 with the customer keeping the Coil.

  Customer response

  07/31/2024

   
  Complaint: 22045502
  
  I am rejecting this response because: This arrangement could have been acceptable but I dragged the clock back to ********'s shop (in the pouring rain) and then when I got there he said that he couldn't take the coil out right away and declined to mail the clock back to me when he was finished. Obviously, I have no need for an $80.00 coil so I had to leave the clock there. I finally got my money back but now I don't have the clock!!!!

  This guy has wasted so much of my time. I would like him to now mail me the clock so I can move forward.

  
  Sincerely,
  
  ***********************

  Business response

  08/04/2024

  complaint #********
  

  The customer called me over the phone on Monday 7/29 to let me know they would be coming in that day to return the coil in exchange for the full $125. It was coincidentally raining at the time of their arrival. 
  When the customer arrived, I explained that removing the coil would take a minimum of thirty minutes, because taking it out right away would damage the clock. The customer did not wish to wait the thirty minutes. I returned the full $125 to the customer and said I would hold the clock until they came back to pick it up. By accepting the $125 during this exchange, it was my understanding that the customer had agreed to the arrangement.  When leaving, the customer said they have no need for the clock, and I could keep it. I told the customer I do not need the clock myself and would rather see it be returned to them. 
  Due to the extremely fragile nature of clocks, it is not best practice to send them through the mail. Therefore, I do not mail clocks. If the customer wishes for me to mail the clock ************************ my recommendation, I will work to resolve their worries under the following set conditions: 
  1)        The customer is to pay for all associated shipping and handling costs. 
  2)        The customer signs a legally binding waiver of liability acknowledging that Time and Time Again **** is not responsible for any damage and/or loss of any nature incurred during transit.
  3)        The customer acknowledges that Time and Time ********************** **** does not assume responsibility for transportation or insurance of the clock. 
  
  Again, this format of resolution is against my recommendation, but if the customer wishes to proceed by having the clock mailed, I can collect their address and send them a waiver of liability form. Otherwise, the customer should schedule a date and time to come pick up the clock. This scheduled pick up time must be made at least two business days in advance. Due to the small size of my shop, I will only keep the clock for one year, until the date of August 5th, 2025. After this date, the clock will be removed from my store and no longer be available for pick-up or shipping. I hope this can help the customer to move forward.

  
  Thank you.

  Customer response

  08/05/2024

   
  Complaint: 22045502
  
  I am rejecting this response because: I did not tell ******** that he could keep the clock, I told him that I didn't wish for him to have it. In my opinion, it's pretty dicey for him to keep making me come back to his shop where other customers might catch wind of how I've been treated. The clock is already not working so I feel like this is just a "flex" on his behalf and he should have just mailed it back-at no charge to me. When I left the clock there for him to remove the coil, he told me that I could come back at my convenience and I will get there when I get there. The clock better be there-with the coil removed and in the condition that I left it in. Anyhow, if he had handled this issue with some business savvy to begin with then I wouldn't have needed to file a case with the BBB, our banks and publish negative reviews of this business. 
  
  Sincerely,
  
  ***********************

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