HERITAGE HOUSE CLOCKS

4.0(
4
)

Clock Repair

Services we offer

CLOCK REPAIR.

Reviews

4.04 Reviews
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Number of StarsImage of DistributionNumber of Ratings
5
75%
4
0%
3
0%
2
0%
1
25%
Rating CategoryRating out of 5
quality
4.0
value
3.5
professionalism
4.0
responsiveness
4.0
punctuality
4.0
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Showing 1-4 of 4 reviews
Judy S.
08/2019
5.0
clock repair
  + -1 more
Heritage House Clocks saved the day for us. We needed someone to replace a missing part and reassemble a grandfather clock that has a lot of sentimental value. The clock expert that came out was prompt, polite, extremely knowledgeable and an all-around great guy. There was no multi-appointment process - he took care of everything in one trip.
Description of Work: Clock Repair
Rating CategoryRating out of 5
quality
5.0
value
5.0
professionalism
5.0
responsiveness
5.0
punctuality
5.0
Yes, I recommend this pro
Kay L.
04/2013
5.0
clock repair
  + -1 more
The overall experience was excellent. Provider arrived at the appointed time and was efficient and careful in dismantling the clock to take for in-office repair. It was returned even before the promised completion date. Works beautifully now.
Description of Work: Grandfather clock was not chiming. Provider came to residence and removed clock works to transport to his location. Completely rebuilt clock, returned to my residence, and reassembled. Works beautifully and have had no problem.
Rating CategoryRating out of 5
quality
5.0
value
4.0
professionalism
5.0
responsiveness
5.0
punctuality
5.0
Yes, I recommend this pro
$536
Anne-Marie B.
01/2011
1.0
clock repair
  + -1 more
I dropped off the clock in April 2010 and was told that it would cost about $350 to repair. I remember saying that I thought the price was expensive and that I was tempted to buy a new clock instead. I was told that a new one would cost around $900 so I made a deposit of $172.66 and left the clock for repair. They added that they would clean the clock and make it look like new.. I called a month later and they said that they had to send the clock out to replace the movement. I made 2 more calls until finally, in June, they said the clock had been back a while and ready for pick up. I asked why they didn't call me earlier but they had no response to that. I asked them to ship the clock to Arizona where we have a vacation home and paid them an additional $198.44 . The clock was shipped from Dallas to AZ I received the clock and it had not been cleaned; in fact, it was quite dusty inside and out. I called the store and they said apologized for that. A few days, later, the clock still was not working so I called the store again and told them that I would drop it off when we drove back to Dallas. Time passed and I called several times and they always had to look me up to identify my clock. I was told that they were working on it. In december of 2010, after several other pointless calls, they told me that they would have to replace the movement again and send it out. I begged them to please call me as soon as the clock was back but never heard from Heritage. Today, January 12, I called, and again, they didn't know who I was and had to look me up. I voiced my frustration and said that at this point, I felt that they should give me a new clock since I purchased it from them in the first place and waited for 9 months to get it back! The owner apologized and said that I could pick up my clock tomorrow. I still wonder why I couldn't pick it up today... At the end of the conversation, he said" I apologize, lady, you had your pound of flesh, now come tomorrow to get your clock." I am furious and insulted by his remark and still don't know if my clock will work. I will update this next week but am so tempted to ask for a partial refund. Well, I least, I can vent on Angie's list. Thank you Angie
Description of Work: I brought in my cuckoo clock for repair at Heritage House on Midway rd where I purchased it. There was something wrong with the mechanism as the clock would stop ticking.
Rating CategoryRating out of 5
quality
1.0
value
1.0
professionalism
1.0
responsiveness
1.0
punctuality
1.0
$371.1
Response from HERITAGE HOUSE CLOCKS
The member has made libelous statements that can be documented as such and is attempting to make Angie's List a party to printing those libelous claims. I suggest that if you choose to print her libelous claims, you print, in total, our response. Her libelous claims, if printed, have the potential of harming our business, a business whose reputation we have very carefully built and maintained for thirty-eight years. The following is a breakdown of her claims and our response: Description of Work: Customer's statement that she brought her cuckoo for repair "where I purchased it" makes it sound as though it was a recently purchased clock with a problem. Heritage House has been in business since 1974. We keep meticulous records. The clock that was brought in for repair was purchased June 12, 1997, so it was a thirteen-year-old clock, not a recent purchase, as implied. Comment: 'I was told that it would cost about $350 to repair." "I thought it was expensive ..." Heritage House has been in business since 1974. We have a printed list of Repair Charges. We charge the same price for the same job to everyone. The member was quoted exactly the price for the repair ($319 + tax) and she paid a standard 50% deposit ($159.50 + tax or 172.66). Some customers think we are expensive; some do not. Apparently, she is in the first group and felt that our charges were more than she could afford. Nonetheless, she knew precisely what our charges were. "They added that they would clean the clock and make it look like new." The charge of $319 + tax is to make a mechanism work like new. There are additional charges for a refinishing process to make a clock look like new. "I called a month later ..." We do over a thousand repairs a year. We tell our customers that standard turnaround for repair is six to eight weeks. We do not call anyone with updates that "your clock is not ready." Customers are welcome to call and ask for a status report at any time but since we do over a thousand repair a year, part of the six to eight weeks is simply waiting for us to finish the repairs that were brought in earlier to be finished in order for us to get to the job. (First in, first out.) If work has not been started, there is nothing to report. "They said we had to send the clock out to replace the movement..." We would have never said that. If a mechanism is being replaced, the clock never leaves the store. We might have said that a mechanism was being shipped from Germany and had been back-ordered (a circumstance out of our control) but we never that we had to send it out to replace the movement. "I made two more calls ...." See above. Customers are welcome to call for status reports. We do not call with status reports. "finally, in June they said it .... (was) ready for pick-up." The clock was brought to us on April 14 and was ready June 18. (See above: standard turnaround, six to eight weeks.) "I asked them to ship the clock to Arizona where we have a vacation home and paid them an additional $189.44." See above: Original Charge $319.00 + tax = $345.32 Deposit $159.50 + tax = $172.66 Balance $159.50 + tax = $172.66 Shipping to Arizona (per customer request $21.78 $194.44 "it (the clock) was quite dusty" Heritage House does over a thousand repairs a year. It is indeed possible that a little dust on a clock may have escaped our notice, especially one that came in to us that was especially dirty to begin with, but one that we packed and shipped .... I doubt it. "the clock still was not working." The clock was working when it left here. We do not know what treatment it received by either the shipper or the customer when it arrived. However, we have a one year warranty so, no questions asked, we said we would make the repair good. We were aware that the customer was in her vacation home and gave her the choice of shipping the clock to us (at our cost) or dropping it off the next time she was in Dallas. "I called the store again and told them I would drop it off when we drove back to Dallas." Heritage House has been in business since 1974. We keep meticulous records. The clock was not returned to us until August 20, at which time she said that she would not be back in Dallas until the end of December and would be unable to pick the clock up until then. "Time passed and I called several times and they always had to look me up to identify my clock." Heritage House does over a thousand clock repairs a year. Unfortunately, we cannot remember every customer by name and automatically know which clock is theirs. We look up every customer who calls to inquire about a clock. Therefore, we keep meticulous records and were able to identify her clock each and every time she called. However, since she had explained that she would be in her vacation home in Arizona and would not be in Dallas until late December, her clock was not prioritized to be finished until late December. "they told me that they would have to replace the movement again and send it out." See above: If a mechanism is to be replaced in a clock, the clock never leaves the premises. "again, they didn't know who I was and had to look me up." See above: we look up everyone. "I felt that they should give me a new clock since I purchased it from them in the first place." See above: We keep meticulous records. Date of Purchase: June 12, 1997, nearly fourteen years ago. "and waited for nine months to get it back!" See above: The clock was only in our possession April 14- June 18 (Standard repair turnaround). It was returned to us on August 20 (when the member announced that she would be in her vacation home in Arizona and would be unable to come back for it until the end of December.) The clock was ready by the end of December. We did not call her. Calling seemed redundant since arrangements had previously been made for her to be here toward the end of December. "The owner apologized and said we could pick up my clock tomorrow. I still wonder why I couldn't pick it up today. She called shortly before closing. "...still don't know if my clock will work." The clock was hanging and was obviously running when her husband came to get it. He saw and confirmed that he saw that the clock was working when he picked it up. Desired resolution: "I want my money back! It took almost 10 months to get the clock repaired," See above: The clock was in the customer's possession for two of the months in question.. She was unable to pick up the clock for four of the months because she was in her vacation home in Arizona and did not want it shipped for fear of shipping damage. It was ready at the end of December. She did not pick it up a second time until January 12. "and I still don't know if it works properly or not." Her husband does. Additional Questions Answered When completing this report. Q: How much did the final cost compare to the original estimate? A: higher than estimate. HHA (Heritage House Answer): Documented. Final cost was precisely to the penny the same as original estimate. The $21.78 difference in the 50% deposit and the 50% balance is for documented shipping charges Q: How does the value of the work compare to the price? A: I paid too much. HHA: Documented: According to our printed Repair Price List, she paid the same price that everyone else pays for the work that she contracted. Q. What surprises came up during the course of the work? A: "No update," HHA: We do not update anyone that a clock is not ready. We do not update our children that dinner is not ready. We call them to the table when we are finished cooking. We tell our customers that we will call when their repair is ready. In this case we had a set time for pick-up, the customer pre-ordained arrival in Dallas, end of December. There was no reason for updates as the customer was unable to come to pick it up since she was at her vacation home in Arizona A: "bad work," HHA: Heritage House has been in business since 1974. All our repairs have a full one year warranty. A: "shipped back a clock that was not repaired," HHA: The clock was working when it left here. We are not responsible for ill treatment it may have received by the shipper or the customer when it arrived. A: "rude," HHA: Opinion. Also our opinion that customer was verbally abusive and expects us to pay for her decision to contract for a repair that she thought "was expensive." A: "disorganized." HHA: See documentation above. Q: Words of advice would you give this contractor. A: "Stop lying to your customers." HHA: Be advised. Libel is a serious offense and if carried further we will take it very seriously. It would be ill advised for libelous claims, which can be documented as such, to be carried any further, particularly since these libelous claims were made, in large part, because of this customer's sense of entitlement that we should have lowered our repair price for her so it wouldn't be too "expensive" for her to handle and her outrage that we didn't recognize her name every time she called. We did not have the clock for "almost ten months." She kept the clock for over two full months before returning it to us on August 20. This we can document. On August 20 she made arrangements, based on what was convenient for her, to pick it up when she was to be back to Dallas in late December, four month later. She returned, we were told, to her vacation home in Arizona and waited until mid-January before sending her husband to pick it up. She, herself, made the decisions that resulted in our not handling the job within our usual repair time frame. I confirm that the information contained in this response is true, accurate and contains my actual firsthand experience. It contains facts that we can document. I do NOT authorize Angie's List to publish a "fair representation" of my response. If Angie's List chooses to publish the member's complaint and my response, I do expect that my complete response be printed in total, without editing, modifying, or clarifying. I further expect Angie's List and the member to understand the repercussions of deliberately defaming my business by perpetrating libel (or slander). Sincerely, Glenda Marchesoni, owner
THERESA T.
05/2004
5.0
clock repair
  + -1 more
THEY PICKED THE CLOCK UP AND RETURNED IT. THEY WERE VERY CAREFUL WITH THE CLOCK. THEY DID FIX IT, WHEN TWO OTHER PLACES SAID THEY COULD NOT.
Description of Work: REPAIRED A GRANDFATHER CLOCK FOR ME.
Rating CategoryRating out of 5
quality
5.0
value
4.0
professionalism
5.0
responsiveness
5.0
punctuality
5.0
Yes, I recommend this pro
$360

    Contact information

    14450 MIDWAY RD, Dallas, TX 75244

    Licensing

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    Service Categories

    Clock Repair

    FAQ

    HERITAGE HOUSE CLOCKS is currently rated 4 overall out of 5.
    No, HERITAGE HOUSE CLOCKS does not offer free project estimates.
    No, HERITAGE HOUSE CLOCKS does not offer eco-friendly accreditations.
    No, HERITAGE HOUSE CLOCKS does not offer a senior discount.
    No, HERITAGE HOUSE CLOCKS does not offer emergency services.
    No, HERITAGE HOUSE CLOCKS does not offer warranties.
    HERITAGE HOUSE CLOCKS offers the following services: CLOCK REPAIR.

    Contact information

    14450 MIDWAY RD, Dallas, TX 75244