Complaint Review: watchrepair.net - Boca Raton Florida

Hello,

My name is Jeff Herman, and I am the proud owner and proprietor of WatchRepair .net, Inc. Through our family-owned and operated business, we have had the pleasure of providing watch restoration services to well over 7,000 hi-grade mechanical watches in the last four years alone. 

We take great pride in delivering the highest level of satisfaction to all of our clients, because in this industry, we know that our professional reputation is built one customer at a time.  We are truly thankful for the loyal following of customers we have earned through this philosophy.  As fellow watch enthusiasts, we understand the sentimental value and attachment that develops between an owner and his watch.  And it's this affinity we have for watches, that I feel, help us set proper expectations with our customers while also earning their trust and respect.

While I do not agree with the complainants interpretation of the situation or the false accusations against our business, I will be thefirst to acknowledge the situation encountered by this customer was not typical of what you can come to expect from our company.  In this particular customers situation, we had every intention of performing a complete overhaul on each of his 2 watches. Our Rolex Watch Maker was willing to stand behind us. It is understandable that this customer had a change of heart after reading several negative comments.  We truly regret these unfortunate events had occurred during the scheduled service.   On behalf of all of us here, I sincerely apologize for any inconvenience that may have been caused.  We have already issued a full refund and additional assistance to help remedy the situation, and we are hopeful this further provides assurance that our commitment to customers in unrivaled in the industry.

Sincerely,
Jeff Herman
President
WatchRepair.net, LLC

In short...Mr. Herman sent our watches back as requested, and credited out Amex after 1 1/2 weeks.
His bad luck (the bad economy and the theft he suffered) is regretful and I do feel for him and his workers on this.  I do NOT credit him with being completely straightforward with me about his planned business closure....maybe his willingness to accept our watches for repair AFTER he released such a letter announcing closure...was an effort to have his company survive.  As an American in a capitalist society, I can not fault his intentions to stay afloat, but I do fault his incomplete candidness with us.
I'm sure he was reticent to mention this as it would likely have caused me to go elsewhere.

In summary, this is a bad situation and I don't like overreacting.  If I overreacted by sounding condemnatory of Mr. Herman, I wish to apologize to him and the Rip Off Report community.
He seems like a likable man who has been through some hard times.  I love to give people the benefit of the doubt...because I hope people will do the same for me....we are all exposed to bad luck in our lives.  

If Mr. Herman is indeed having personal and business problems not of his own doing, then my prayers are with him and I wish him and his company well.  If I have been too trusting, fate has a way of correcting such errors.  All in all, I hope this revision gives readers a better insight into what happened between us and Mr. Herman.

JG (coyotesx5)