![Not BBB accredited](https://m.bbb.org/terminuscontent/dist/img/non-ab-icon__300w.png?tx=w_120)
ComplaintsforHelen's Clock Company
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
10/27/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I took a Royal Mariner ships clock to this business on February 19, 2020. I still have the claim ticket. I needed it repaired. The clock was my grandfather's and father's. It is approximately 70 years old. Shortly after the clock was left with the owner, Covid hit and **************** went into lock down. As a ****** care worker I was involved in Covid response and was working 7 days a week through March of the following year. Given the pandemic I did not follow up with the clock shop other than several attempts to call the business to determine the status of the clock. The business phone for the clock shop either has a full in box when you call, or when it doesn't, your messages are not returned. I left messages when I was able to and to date have never recieved a call back. After Covid lockdowns were reversed and things improved - I began making trips out to the shop to try to have a conversation with the owner. Every time I would go I would either arrive when it was closed or arrive and find it closed during business hours. Finally on April 11, 2023 I called and the owner answered. When I enquired about my clock - giving him the claim ticket number- he said that he didn't know where the clock was. He said he had been ill and in the hospital. He told me he would look for it and call me. He didn't. I went out on October 13,2023 and his shop was open. When I enquired about the clock and showed him the claim ticket - he said it was at his house. He took my number and said he would look for it and call. He never called. I went by this afternoon October 27, 2023, and he was closed during his open business hours. I simply want my clock back.Business response
11/20/2023
I responded to the customer and he is satisfied.Customer response
11/21/2023
Complaint: 20792620
I am rejecting this response because:
I recieved my first phone call back from this business directly due to my complaint with the BBB. He has never before been responsive.I recieved a phone call from the business owner on Monday November 20, 2023 at 12:45 p.m. the call lasted 5 minutes and 15 seconds.
He stated that he was sorry about the clock. He said he simply can't find it. He stated he found the internal clock works for the clock but was not able to find the rest of it. He said this has not happened before. That he never has lost a clock and that he didn't do this kind of thing. This is patently - blatantly untrue. I have screen shots from ****** where others describe the same scenario. I have added them here. He offered to give me his own ships clock or another clock, or to pay me for the clock he lost. I thanked him for making this offer but told him I wouldn't know how to place a value on a clock that was my grandfather's and fathers... I told him that I simply wanted my clock back. I said that I would prefer he make an effort to find it and return it. I said that if he was unable to do so- then we needed to discuss the options he presented. I do not feel this is unreasonable. I said I appreciate his contacting me and asked he continue to look for the clock. I said he needed to stay in contact with me. I said if he didn't find the clock by Christmas that we needed to discuss the other options to remedy this issue.
To simply respond to the BBB that I am satisfied is completely untrue and misrepresents our conversation.
Sincerely,
*****************************Customer response
11/29/2023
I appreciate you assistance regarding my complaint. I disagree with your assessment. The owner of Helen's Clock Company calling me up and saying essentially, "Sorry I lost your clock and don't know where it is..." isn't good faith anything. At the very least BBB should give the company an "F" rating until they resolve the dispute.
I dispute ypur findings and believe BBB should do what it is supposed to do.
Initial Complaint
02/28/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
My husband and I have used Helen's Clock Repair a few times and have always been happy. He may take a while to do the work, but we've not been disappointed. One of the clocks we dropped off approximately September 2022 is still at the business for repairs. I've tried calling many, many times and no one picks up. We've stopped by the place and no one is there. I know he said he'd be out in like October for hip surgery. But I think by now I should've already been able to reach him. Also another clock we picked up after repair isn't quite running on the right time, so we wanted him to have a second look.Business response
03/14/2023
I had hip surgery. In the middle of my recovery I go shingles. ***** had life threatening abdominal surgery and all these things happened at the same time. I called my landlord and responded and posted a sign on the door. I'm sorry. I didn't have many complaints directly to me. We tried but it didn't work. I'm 83 years old and ***** is 80 years old and we are trying.Customer response
03/15/2023
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***** ******
*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.