ComplaintsforRemembering Time

• Initial Complaint

  03/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my antique clock for maintenance. I was told it needed to be restored. This was in September, 14th,2018.The receipt states rebuild Movement includes springs. I left a deposit of $300.00 with a balance of $215.00 at completion. The original date of completion was **** or July 2019. I have reached out with emails and phone messages with no response. I requested they send it out to someone else to complete the rebuild. I have been patiently waiting for the completion going on 5 years now,

  

  Business response

  04/12/2024

  Good Morning,

  I apologize for the long delay in responding to this customer concern. ***** took a very bad fall which required a long recovery time.

  We do not have a Repair Order for *********************. But do have one for a *********************, RO# ****, in which ***** had contacted him at least 5 times. ************ is correct in that we are very late in completing the repair of his clock. We have had several issues at Remembering Time, not ************ fault, which has created the delays. The clock will be ready for pick up on  Friday May 31, 2024. If the clock is not ready on May 31, 2024 we will return the completed Clock plus his deposit and will owe nothing.

  We can at this time set up and appointment time to pick up the clock at 1:00 PM May 31, 2024.

  We apologize for any stress that we have caused ************.

  Steven Ford

   

• Initial Complaint

  11/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  ***** picked up my grandfather clock from my old address ****************************************************** This was done on May 23,2021 Was to be returned to new address within 10 months.There was a death in the repair shop. Family. I was never given a call back. Have tried calling multiple times. Have yet to see my clock!

  

  Business response

  12/01/2023

  I am sorry for the late reply.

  ****** is correct that we did have a death along will illness in the family. I was the one ill.

  Remembering Time is running behind on all repairs, along with us not taking in additional repairs for the past several month's. We will repair her clock and have it returned to her by the end of February ****. I know that this appears to be a long time out but due to the Holiday's and several Medical test that I am planned for, her, clock will be ************ of the list.

  We will have the clock repaired and returned by the end of February ****.

  Steven Ford

  Customer response

  12/02/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  08/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In early 2019 I left my camel back clock and winding keys at Remembering Time (RT) for restoration, paid for 50% of the work up front. This was after a wonderful restoration of a ************************* record player. I was convinced by RT that I should invest in the restoration of this clock instead of the ************************* player because of its value. A month later I left town for ******* because of a family situation. When I arrived in **, I found that a piece of the record player was slightly bent. I called and we arranged for a simple repair, so I shipped to them. As time went by and I had not had any update, I started calling. After a month or so, I received a call back that work had stopped at RT due to a health crisis. I appreciated the call and understood the situation. We set a date of 6 months out for the repair to be finished. Over the next several years, I would receive updates that continued to push another 6 months. I responded that I understood and offered compassion on the situation and retained hope. Over the past 2 months I have been calling and leaving messages requesting a return call to arrange shipping of my items back to me. I have offered to pay ship cost and to keep my deposit. I have scheduled a trip to the area and have been leaving messages requesting a return call so we can schedule a pickup. I have received no response. At his point, I don't know what to do. I can't even enjoy the restoration of the record player which cost near $800. I feel scammed of my irreplaceable family heirlooms. With no responses from RT, I'm near certain I will never hear from them again. I believe they are out of business and from this point on, I am as well as everyone else is at a loss of their precious items.

  Customer response

  09/05/2023

  I was contacted by ***** and ***** at Remembering Time.  They said my clock would be complete on Dec 15 and that I am welcome to visit to pickup the other part they were repairing.  I've had many different dates promised to me in the past.  I'd like to keep this complaint open until this is resolved.  I will update this complaint record on Dec 16.

  

  Business response

  09/08/2023

  We have spoken to ************************* and his item will be done on December 15, 2023. He is ok with that. We have had iillness that is why we are behind.

  Thank you,

  *******************

  Customer response

  01/13/2024

  I had opened a complaint earlier. With that complaint, I received a phone call from Remembering Time that they would have my items repaired and ready to ship back to me on Dec 12. I had asked if that complaint could be held open til that time, but the BBB process did not allow for such. On Dec 12, I called Remembering Time for an update and had to leave a voice mail. I did not receive a call back. Since then, I have called a few more times requesting a call back with no responses. At this point, I believe the items that were given to them for repair no longer exist. These are family heirlooms that my family was looking forward to having. Over the past several years, I have called, on rare occasions, I'd receive a return call with dates promised. Those dates continue to pass with no updates and no additional progress. With the excitement of receiving then no responses is an emotional rollercoaster. This is mentally abusive and is causing me much stress. In one of the current voice mails I left after Dec 12, I asked for a return of my items. I already paid up front for half of the repair cost and I'm willing to forgo pursuing that money in return of my items. having no responses, only empty promises, I feel that my items were sold by Remembering Time and even though they have promised many different return dates over the past 5 years, they have no intention to repair or return my items. I feel violated by this potential theft.
  
  Please review this complaint. There was a previous complaint, this is a continuation. The business contacted me on the first compliant and provided a timeframe of Dec 12. This was far enough into the future where the BBB required the case to be closed even though it was not yet resolved. That date has passed and I have not had any contact from the business. The only option I have is to attempt to continue that closed case by opening new. Thank you for all you do to help us consumers. 

  

  Business response

  02/21/2024

  ******************* is correct in that Remembering Time is late in completing repairs. The delay is due to health issues which now has been diagnosed and receiving treatment. The repairs to the clock and horn are underway and WILL be completed by April 1, 2024. We are running behind, again, due to health issues. 

  Remembering Time will have the repairs completed ready to return to ******************** by the April 1, 2024 date or the repairs are at no cost to him.

  Steven Ford

  Remembering Time Repairs.

• Initial Complaint

  07/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On October 19, 2021, I left 3 music boxes to be cleaned. The total estimate for cleaning the boxes was $1,028.80 and they required a 50% deposit . I tendered a personal check #**** for $514.9o ( Receipt # ****). The check has cleared my bank. They said they would try and have 1 of the music boxes ready by Thanksgiving 2021. Since that time, I have called numerous times, left messages, and received no response. At this time, I would like to have my full deposit refunded and all three music boxes returned to me.

  

  Business response

  07/27/2023

  Remembering Time has reached out to ****** and agreed to a completion date for the 3 musical boxes. This date is September 19th 2023. We explained to ****** that the delay in repair was due to health issues with *****. ****** was understanding and is looking forward to receiving the Musical Boxes.

  Customer response

  08/03/2023

  I am waiting for the September 19th completion date provided by Remembering Time.  If they can successfully repair the music boxes by that date I will be satisfied. If not, I will take further action.

• Initial Complaint

  04/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took an expensive antique music box to Remembering Time for repair in October of 2016. They estimated repairs would be $1600 and required a 50% deposit of $800, which I paid. They warned repairs could take a long time and it would be about a year before my music box would be finished. In 2018, months after a year had passed, I tried to contact Remembering Time to check on the status of my music box. I called and emailed several times over several weeks before I finally got a response from them. They apologized, said they were behind, but promised the repairs would be finished soon. Several more months went by without being contacted by them. Again, I tried to reach them repeatedly before finally making successful communications, only to be given more excuses and assurance the repairs would be finished soon. Remembering Time's pattern of not responding to phone messages and emails continued into 2019. On a couple of additional occassions I did get hold of them all I recieved was more excuses and more assurances the job would be done shortly. Eventaully, they stopped responding to emails and returning phone calls all together. They have become unresponsive and unreachable.This has continued for 6-1/2 years. Remembering Time not only failed to perform the contracted repairs but they've also retained both my music box my $800 deposit. If they can't perform the repairs they should return the deposit and return the music box in the same condition they received it.

  

  Business response

  04/05/2023

  I called and left a message for the customer. ***** has been sick and that I was sorry. I can give his deposit and machine back. Again I'm really sorry and he has every right to be upset.........I need to set up a time for him to come pick it up. We have doctors appointments so I need to have the **************** to when he can pick it up.

  Customer response

  04/24/2023

  October 2016 I took an antique music box to Remembering Time for repairs. October 8, 2016 Remembering Time provided Repair Order, Invoice #****, estimating repairs at $1800 and required a deposit of $900 to begin repairs. Steven **** had warned repairs would take a long time, about a year before my music box would be finished. I paid the $900 deposit with a USAA bank check. The memo line reads "Deposit invoice #****". The check was cashed by Remembering Time October 25, 2016. January 2018, well after a year had passed, I attempted to get an update on the status of repairs but to no avail. In the time since, the business has set a pattern of not responding to emails or phone calls. On the few occasions I did make contact they apologized, offered excuses, said they were behind but promised repairs would be finished soon. This continued for years until they stopped responding to emails and phone calls all together. April 5, 2023, I submitted a complaint to BBB, ID #********. That initiated a response from Remembering Time. They replied to an email I had sent them years ago and said they had tried unsuccessfully to call me. I replied to that email with, "You can tell me here." Their reply was, "***** has been sick and still is we are working with OSHU. I'm really sorry I have not gotten back to you. Your item is not fixed I can give you the deposit back. We need to set up a time for you to pick it up. Again I'm really sorry," They had disassembled my music box and I asked if it was still disassembled. They wrote, "We will put it back together. Sometime next week for pick up." I've emailed to up a time to meet with them but they have been unresponsive. Oddly, my BBB complaint was dismissed because I failed to make a response to BBB on the business' promise of refund and return. I expected to inform BBB of a successful resolution. Unfortunately, dismissing the complaint seems to have also removed any motivation the business had for making good on their promises.

  Desired Resolution: Compensation of $435 for the music box they disassembled and reduced to a pile of parts. This is what I originally paid for the music box.; Additionally, refund the $900 deposit I paid. For a total of $1335 - a check requires no appointment.

  

  Business response

  05/26/2023

  Hello,

  We refunded his deposit of $900.00 check number 2023. He has cashed the check.

  He has his machine.

  Thank you,

  *******************

   

• Initial Complaint

  10/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  How does a business like this retain a B plus rating? They have multiple customers complaints that have been waiting years to get their items back. Many items are family heirlooms and antiques that are very precious to the customer. The recurring problems and complains are that they are hard to get a hold of, don't return calls timely, promise multiple completion dates, but fail to deliver giving reasons of family deaths, multiple health issues, personal sickness, neck, leg injuries etc. This has been going on for years. We own a family business of 40 years, and if we were to exercised these types of practices we would be shut down. People would go elsewhere. The issue is: this type of refurbishing work is very rare and hard to find in ****** and **********. So, they have no competition and therefore people have no other recourse for getting their precious heirlooms repaired elsewhere. Many customers have show an incredible amount of patience and ***** due to the claims of continuous health related excuses given. No one wants to question other people's tragedies or health problems. But, It is very difficult not to doubt and question the owners, ***** and *****'s integrity. My complaint:2/2/18 Dropped off my ****** Lyre Amberola 1A **** phonograph. Only 500 made. Made a deposit of $900. Estimate $1,800 to rebuild mechanical portion of phonograph including reproducer, internal horn, drive mechanism and new mainsprings. $1500 to repair case, refinish and reassemble. For a total of $3,300 for total repair. 12 to 15 months time est. 3/30/20 paid $1,517 direct to case refinishing subcontractor of Remembering time. Long story short, I have been promised my unit would be complete month after month with no results. I even drove 2 hrs to pick it up on 7/18/22 to be disappointed. 10/14/22 was my last empty promise of delivery. I would like a current dated list of repairs done thus far. I want my unit back fully repaired now!! With a substantial credit on my balance!!

  

  Business response

  11/01/2022

  We are working with the Client. 

   

  Customer response

  11/04/2022

   
  Complaint: 18237830
  
  I am rejecting this response because: Although they have called and explained due to health issues the unit has not been worked on, the situation has not changed. I have agreed to wait for another update on Nov. 18th. Trying to show ***** for the situation. But until the work is complete and the unit is returned I will be keeping the claim open. 
  
  Sincerely,
  
  *************************

  

  Business response

  12/15/2022

  ****** is correct in that we were to update her Nov. 18th. From Nov. 18th to today I have had to be hospitalized twice due to reactions to the Meds that was being infused into my body.  I have started back to work yesterday and will restart on our project.

  I have several other tests scheduled that will take me away from the shop for several days. 

  Her ****** WILL be completed and delivered on Jan. 21st. This date was chosen due to the remaining medical test that I am required to complete. 

  ****** has every right to be upset and disappointed with Remembering Time. I am ok with her keeping the complaint open until we deliver her machine back to her. I will agree to place weekly updates to ****** until the prroject is completed.

  Steven Ford

  Customer response

  12/19/2022

   
  Complaint: 18237830
  
  I am rejecting this response because: I'm not really rejecting the response. I appreciate ***** responding with a new delivery date and an update on his health. I would prefer to keep this claim open as ***** stated until the unit completed and delivered as promised. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  09/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In early June of 2015, I called Remembering Time and spoke with ******************* (Co-Owner) about repairs needed to a ****** Music Box, ****** P phonograph, cuckoo clock and cleaning only of a 12 Air cylinder music box, ***** advised me that repairs to these pieces would take approximately one year to complete and would be an estimated $2400 for the repairs. Additionally, a deposit of $1200 was required to start repairs.On July 7, 2015, I took the pieces into Remembering Time well aware that it would be at least a year before repairs were complete. However, it is now over 7 years later as of Sept. 29, ******************************************* fact, I don't know if any of them have been repaired and/or cleaned. Up until the beginning of 2022, I've been in contact with ***** and ***** for status updates. They've been very nice and apologetic for the delays and promised to get the items repaired. Some of the delays were due to illness in their family, the pandemic, parts availability and so on. The last time I spoke with them was in the mid 2021. At that time I was given an approximate date as to when would be to pickup my pieces. I called for an update and ***** told me the the repairs were not completed.I called again in January and got a recording indicating a death in the family and they were closed for new business to complete repairs on items they currently have. More recently, their recording states that in addition to not accepting new business, they're working to complete the items they already have and will call owners when their items are done and schedule an appointment for pickup. They will only return calls on Wednesdays and Thursdays. I called Wednesday and Thursday of this week and left messages to call me. At this point, I don't know if the messages are received. It's like "don't call us, we'll call you". I've been patient for 7 years. Enough is enough, I want my pieces back, preferably repaired. If not fixed I expect my deposit refunded.

  Customer response

  10/12/2022

  Regarding complaint #********. The business owner has contacted me and we’ve resolved the issue to my satisfaction. Thank you BBB for your assistance in this matter.
  
  Sent from ******* ******* (***********)

  

  Business response

  10/12/2022

  ***** has been ill. I will get with client about returning her items plus deposit next week. I'm so sorry for this. *******************

• Initial Complaint

  05/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid an original deposit to have my to antique record players restored. This was a deposit of $750 in 2015. I was then contacted by ***** at remembering time in 2019 to inquire about receiving more funds to allow them to finish the work. This was for $2500. As many other complaints filed against this business I can not get call back in response to my calls asking for updates. I simply want them to be honest with me via communication as to when I can expect my record players completed that I can count on. If they have no intention of actually completing the work I would like refunded my money and an immediate appointment to retrieve my record players. These are hand me down family heirlooms this has become ridiculous as to time and lack of communication. I have left multiple phone messages which renewer returned. My last message stated that this complaint with the BBB was going to be my next step and what I feel is my only recourse at this time.

  

  Business response

  06/06/2022

  I would like to start out by apologizing for the very long delay in completing this project. Rob is correct in that he has contacted us several times. We will have both of his phonographs completed and ready to return home by October 15th 2022. I am aware that this is a long time since Rob dropped off the machines. 

  I am a little confused about the amount of money that he stated he has paid to Remembering Time. We show a different amount. Maybe Rob can give us a call or send an Email so that we can address this issue.

  Again, Remembering Time will have both machines completed by October 15th, 2022.

   

  Steven Ford

  Owner of Remembering Time

• Initial Complaint

  04/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I own a Grand Siniore antique clock that needed repair. After some searching, I was directed to the business, Remembering Time, located in *********, **. I was very impressed with the friendliness and knowledge of the owners as well as the shop and display of previous projects. The owner gave my clock a quick inspection and explained what he thought would need to be done and said that he would complete the estimate and give me a quote for the finished project. He explained, at the time too, that he had an inventory of previously commissioned projects and that it could be as much as a year or so before my project would be completed. I was in agreement and so I left the clock for estimate and repair on August 15, 2015, with a check for $75 as deposit for the estimate of repairs, invoice 1295.On August 22, 2015, I received the estimate for the completed repairs which was $943.01. I immediately sent a check for $400 as a deposit to proceed and also had phone conversations to confirm. Then on July 24, 2016, I happened to be in ********* again and I called ahead and visited the shop with my sister. We had a conversation about the length of time to completion and I was requested to pay an additional sum on the balance of the repair invoice. So, I gave them another check in the amount of $200, leaving me a balance owing of $347.22 against the balance of the completed repair of the clock.So through the following years, nothing has changed. I have had minimal contact through the years, the last being a conversation August 2, 2021, wherein they promised a deliverable clock by September 15th of 2021. The date came without further contact. The calls to this business are screened and it is impossible to get a call back so finally, I sent an email that requested that they live up to the agreement or return the $675.00 that they have on deposit and negotiate an amount for the value of the clock so the this can be resolved.

  

  Business response

  04/28/2022

  I am very sorry for the delay in responding to this complaint. ******************** is correct in that we have taken a very long time to complete his project. The mechanism is apart, has, been cleaned and inspected. We found a couple of parts that need to be made. This project will be completed by the end of June 2022. We need time to fabricate new parts and test run the mechanism.

  We have not been taking in any new work and focusing on completing projects that are here.

  Again, I am sorry for the delay in completing ************************ project in a timely manner.

  Please let me know if the end of June works for ********************.

  Customer response

  05/04/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

  Customer response

  07/16/2022

  I previously entered a complaint about this business in April of this year, ID ********. They proposed a resolution to be completed by June 30 of this year. Subsequently, I agreed to this resolution but they, once again, failed to honor their promise. I am completely out of patience as this has been going on for seven years. My suspicions seem to be confirmed and I want this to be put to rest. I am tired of failed commitments and I want to be paid the money that I have invested ($675.00) and to be paid for my property, a Grand Soniore clock. I value the clock at $1000. So for $1675.00 this can be resolved and we can all move forward.

  

  Business response

  08/03/2022

  The client is correct in that we have given several completion date which we have not met. We encountered health issues with parents, myself and my wife. The client is not wrong in his frustration in completing this repair. 
  
  The clock is not ready for pickup due to my wife, *****, falling and fracturing her neck in two places. I think the client was not aware of this. I was very busy caring for her.
  
  I am confused, the client wants us to refund his deposit, then, turn around and purchase his clock from him for a price that the item is not worth in its current condition. 
  
  Lets look at three possible out comes:
  
  1. I can refund his deposit and return the clock to him not repaired or assembled.
  
  2. I can refund his deposit and offer $250.00 for his clock in it's current condition.
  
  3. I can have the clock repaired and ready to go home by Sept. 15th 2022 for our original agreed upon price.
  
  We want to bring a positive conclusion to this for our client.
  
  Please advise how you would like us to proceed.
  
  Regard's
  
  Steven ****

  Customer response

  08/15/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that resolution #2 is satisfactory to **** have waited seven years through more than a few missed promised completion dates to get some resolution and this is as close to satisfaction as I can probably expect. If, in fact, that this really happens and I receive payment, I will thank the BBB in advance for the assistance provided. Without Bureau intervention, this was destined to go on forever. 
  Sincerely,
  
  ***************************

• Initial Complaint

  03/28/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On October 30, 2021, I took my clock to Remembering Time for repairs. The clock needed a pendulum. While there *******, whom I assume is the owner, volunteered to clean the two weights, which I also left with them. I was quoted a total cost of $243.90 and asked to make a deposit of $121.95.Between the time I dropped the clock off and February 9, 2022 I made numerous calls but could not speak with anyone. Instead I left many messages which were not returned.Coincidentally, on February 9, 2022 which is the day I mailed the attached letter, I received a call from ***** ********* wife, asking if I had left my clock with them. A couple of hours later I was called back to tell me that they had found the clock and that I would be called back within a couple of weeks with, "hopefully, good news". I received no call until February 25 when I received a call from ******* telling me that he would order the pendulum and that I should expect a call back within a week and a half. Still no call. I made one phone call leaving a message then another but the massage machine was full. So, in summary, from the day I dropped the clock off on October 30, 2021 until February 25, 2022 nothing had been done and I was being fed a bunch of excuses, all left on the message machine: family illness, family death, moving an elderly relative to a care facility, then now, another family death.The last time I spoke with ***** she assured me that " this is not how we do business". Obviously that is not true.

  

  Business response

  04/15/2022

  Mr. Ghazal is correct with the statements in his letters. We would be happy to return his items and deposit.

  Please have Mr. Ghazal contact us through the BBB system so that we can set up a date and time to return his items and deposit.

  I did not contact him the last time to a pluming failure in the business area which flooded the showroom. That lack of contact is my fault.

  Steven Ford

  Customer response

  04/16/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  I will be available to make the drive to pick up my clock anytime during the week of April 24, 2022.

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

  Customer response

  04/21/2022

  This is in reference to complaint ID # ********. Your notification of April 16, 2022 stating that the complaint has been resolved is incorrect. I have simply accepted the offer from the business which was for me to contact them through the BBB so that we could make arrangements to pick up my clock and weights. I did just that, but have not heard back from the business. I dont have my clock and I don't have a refund. I have been unable to contact the business. Their phone message system is full and takes no more messages. The part that was going to be replaced has not even been ordered after this long period. Comments from previous customers on the BBB website have the same complaint over the years. I want to hear from the owners within 24 hours of receiving this message. I want to set up a time and day to collect my clock with the weights and a refund. If not I will be filing a complaint with the Attorney General office.

  Business to contact me to arrange for ************* for me to pick up my clock and weights.

  

  Business response

  05/10/2022

  The customer has picked up his deposit and clock

  Customer response

  05/11/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint 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. ↩