Consumer Alert: The Clock Doctor Earns an F Rating for Failing to Respond to Complaints

The Clock Doctor Earns an F Rating for Not Responding to Consumer Complaints

Fast Facts:

• Customers report excessive delays in the completion of repairs
• Customers are unable to reach the company via phone or email
• Complainants say they just want their clocks back, fixed or not, but can’t get the company to respond

April 6, 2011, Memphis, TN – The Better Business Bureau of the Mid-South is issuing a consumer alert about The Clock Doctor, a clock repair company located in Memphis TN. The company has earned the lowest BBB rating of F. The BBB has received 16 complaints against the business in the last 3 years. The company has failed to respond to 11 of those complaints.

According to BBB files, The Clock Doctor has received a pattern of complaints alleging that the business accepts clocks for repair but then won’t communicate with consumers. The BBB says the company has failed to correct the underlying reason for the complaints.

After experiencing excessively long delays, many of The Clock Doctor’s customers - who say their clocks have great sentimental value - were hoping to hear that their clocks are ready for pick up. Now they say they just want to get their clocks back – repaired or not. But the owner won’t answer the door or return phone messages.

“We have used this company many times over the years to repair our grandfather clock and were always pleased with his service. However, in October, 2009, the owner picked up the movement of our grandfather clock to take with him for repair. Since that date, we have been unable to reach him,” said one Germantown TN couple. “At least once a month since 2009 we have called and left messages asking him to please update us on the status of the repairs, but have not received any calls in return.” The couple has offered to pay for any services rendered to date or accept the clock unrepaired if the business owner will just let them pick up the clock. They are still waiting to hear from him.

A Germantown TN man told the BBB that The Clock Doctor had his cuckoo clock for almost 6 weeks. “I gave him a deposit of $150. He will not return calls or emails and will not answer his door,” he said. “I’d just like to get my clock back in whatever condition it is in at the moment so I can take it somewhere else to be repaired.”

A Memphis woman, whose complaint remains unanswered, told the BBB, “I have repeatedly left messages by phone, mailed letters and hand delivered messages to his home/business asking him to contact me. I have also knocked on his door several times but he will not answer. Please help me get my clocks back.”

And an Olive Branch MS man just wants to get his deceased grandmother’s mantel clock back. After dropping it off for repair, he has not been able to contact the company and his phone calls go unreturned. “I want it to stay in my family, not his,” he told the BBB.

The BBB contacted The Clock Doctor prior to issuing this release. Although the owner promised to respond to the outstanding complaints, to date, he has not done so. Consumers are urged to exercise caution when dealing with any company that has an F rating with the BBB.

BBB tips for dealing with service companies:

· Check out the company’s record with the BBB at bbb.org or by calling 901-759-1300 or 800-222-8754. Just like in school, F means “failing” and is the lowest grade a company can earn from the BBB. If you find unanswered complaints on the company’s BBB report, chances are slim that the company will respond to your concerns if something goes wrong.

· Get a signed ticket showing what items you left for repair and the projected completion date.

· Pay by credit card whenever possible. If you do not receive your services, you have a better chance of getting your money refunded.

· If the company refuses to return your items or won’t respond to your contact attempts, file a complaint with the BBB and the TN Department of Consumer Affairs.