watchrepair.net Jeff Herman, owner Bait & Switch, misrepresentation, a total FRAUD! Internet

This is Jeff Herman, the proud owner of WatchRepair Net, LLC. Through our family-owned and operated business, we have had the pleasure of providing watch repair & restoration services to well over 7,000 hi-grade watches in the last four years alone.

In response to Mr. Theobald’s attack on both my professional reputation as well as personal reputation I have no other choice but to address his libel, slander and dishonesty directly so that each person here on this forum can come to their own conclusion.

Mr. Theobald first contacted me through my company website on October 10th, 2011 by filling out and submitting an inquiry. We very clearly state our company’s terms and conditions and explicitly put these terms in clear view before a customer submits their inquiry. By submitting, they are agreeing to our terms and conditions. This is for the protection of each prospective customer and my company.

This particular customer made 3 different inquiries for the same watch. So that in reality, this customer agreed 3 times to our stated terms & conditions, not only 1 time as most customers. It is interesting that in each of the 3 successive inquiries, Mr. Theobald shares additional details about the true condition of his wife’s watch or so I thought...

Mr. Theobald first contacted my company through my company website. The following is exactly how his initial inquiry came to me via email:

First Name: Richard
Last Name: Theobald
Email:
Phone: 505 xxx-xxxx
Watch Brand Breitling
Model Chronomat
How Can We Help?
This roughly 10 year old watch does not need an overhaul...it was done 18 months ago...however, one of the small "brackets" that are part of the bezel at 15-30-45 second intervals is suddenly missing along with the tiny screw that held it in place...I cannot afford an additional full overhaul...How much just to replace this part?

Mr. Theobald then received our auto-reply email that asks about the age and service history of the watch. As well, it explains what our complete overhaul entails. The following was Mr. Theobald’s reply:

From: Richard Theobald
Sent: Monday, October 10, 2011 6:34 PM
To: WatchRepair.net
Subject: Re: Overhaul & Repair of your Breitling

Jeff...Thanks for the prompt (automated) response...
You didn't answer my question, however.... Is there a gasket/washer that exists between the bezel and the watch case on my wife’s Breitling Wings watch? If so, how much to have you replace it? I'm on a very tight budget, and frankly I'm not real enthusiastic about paying you a watch overhaul fee for this simple replacement...
Assuming that it is a missing gasket, that couldn't be more than a $10-25 part....what say I pay you $75 for the part, you send it to me and I'll replace it myself?

Please let me know your thoughts..
Thanks
d**k

Before I had a chance to reply by phone or email, d**k emailed me back again with further details about the actual condition of his wife’s watch:

From: Richard Theobald
Sent: Monday, October 10, 2011 6:34 PM
To: WatchRepair.net
Subject: Re: Overhaul & Repair of your Breitling

Hello Jeff...I have a question...my wife has a Breitling Wings Lady watch circa 2003....the bezel came off and we found it on the floor...I have attempted to loosen the screws around the bezel, re-secure it, and tighten the screws and it will not stay on...Is there some sort of gasket or washer that has also come off and is now lost?? If so, can you replace it and how much will it cost...? We are retired, living on social security and just cannot afford an expensive repair..PS: I saw your written responses to customer complaints on the web, and I compliment you for taking time to document your position!
Thanks! Richard

Mr. Theobald was mistaken; his watch was more than 15 years old before this model was available as a chronometer.

When I did finally speak with this customer, I was very clear that it is Breitling policy as well as my company policy not to sell any parts. I explained my policy is not to do a “partial fix” and that anyone that does, is not doing him any favors.

He complained about my price of $399 for a complete overhaul. He asked if I could do any better on the price and I said I do offer a discount if you meet the following three conditions: 1. Senior Citizen, 2. Is a veteran that has serviced our country, 3. Is married 35 years or more to the same woman. (Amazingly, about 25% of our customers qualify for this discount.)

I was very clear that the price I quoted him of $349 would apply assuming that his wife’s Breitling was in the condition as he had described. Upon receiving his wife’s watch I did a complete assessment by removing the case back to see the service history, checking the coils and circuit, and get an overall sense of what problem(s) there might be. Just from the outside of the case it was obvious that Mr. Theobald had not been honest in how he had represented the condition of his wife’s watch.

ACTUAL CONDITION OF WATCH AS RECEIVED ON 10/18/2011
Watch Model Number: D67050 Watch Serial Number: 0708 Watch was in very poor condition and required much more work and parts than originally discussed. The $15 to $25 gasket that Mr. Theobald claimed was all he needed was in fact the complete bezel retaining ring. Clearly after seeing his watch, the bezel did not just fall off as he claimed, instead it was completely ripped off with such force that all the screws that hold the bezel in place were bent. Worst of all, the bracelet had one completely bent link at 5:00 and the lug on that side of the watch was very scratched. This indicated to me that the damage was quite possibly the result of a fall. Bezels, especially Breitling bezels do not just fall off one day. Instead of the watch being from 2003 as Mr. Theobald stated, it was at least 15 years old before this model was available as a chronometer. (Customer claimed he was the original owner of the watch).

Mr. Theobald was the one who was dishonest in his initial representation of the condition of his watch, the age of his watch and the service history of his watch. Other than periodic battery changes, there were no markings on the case back from previous watch makers having ever performed any service to this watch. Furthermore, I contacted BUSA directly yesterday first to see if they had any record of prior service, and secondly, to see if Mr. Theobald actually sent it to Breitling USA for repair as he claims in his post above…

“I then sent my watch directly to Breitling....they performed all of the repair work, plus cleaned the case and charged me $299.”

Big surprise, Mr. Theobald once again lied by claiming he sent his wife’s watch directly to Breitling. Breitling confirmed that his watch, a ladies Breitling Wings watch with Model Number: D67050 and Serial Number: 0708.

1. I have never heard of anyone getting a watch completely overhauled and serviced by Breitling USA for $299. The actual retail price for a complete overhaul of this model is $305. Breitling as most people on this forum know, insists on replacing the hands which would cost approximately $70 to $90. A new crown and replacement of the lost bezel retaining ring would cost at least an additional $90.
2. Anyone that has dealt directly with Breitling USA knows that it takes more than 11 days. (I personally shipped back Mrs. Theobald’s watch via FedEx Overnight on 1/12/2011. The package was signed for on 1/13/2011) Assuming Mr Theobald sent the watch out that very same day the soonest it could have arrived at BUSA was Monday 1/16/2012.

Does anyone reading this post who has previously sent a watch to Breitling for service believe it is possible for Mr. Theobald as he claims above: 1. Ship his watch to BUSA, 2. Get a written estimate, 3. Send back via fax his authorization, 4. And then get the watch back by 1/27/2012 a mere 11 days later when Mr. Theobald joined this forum to libel and slander me ???

Deal of the century for Mr. d**k Theobald
Provide the documentation to prove your above claims, and I will pay you back the $299 you paid Breitling USA and sell you my entire company with over 7,000 satisfied customers, grossing over $1MM per year for $1.00! I think everyone here would agree that d**k should finally be satisfied…all he has to do is prove that he has not lied to everyone here on BreitlingSource by simply faxing me the invoice from Breitling. My fax number is (888) 892-7808. I’ll be standing by the machine waiting for the BUSA invoice….

Does anyone actually believe anything Mr. Theobald has said ??? ...or are there more questions instead of answers ???

Is it possible that Mr. Theobald might actually be referring to himself when he ends his first post on BreitlingSource with:

“….should be put out of business....they are dishonest, immoral, and take advantage of people on a daily basis.”

How about the actual TRUTH Mr. Theobald:
Mr. Theobald actually never did send his watch Breitling. I called several of my contacts at BUSA and both confirmed that the Breitling Ladies Wings watch with model # D67050 with serial number: 0708 was never sent to Breitling USA…ever.

It is fact that this watch was dropped off by Mr. Theobald at Turneau in Scottsdale and that he was advised that his wife’s watch had never been serviced and was in very poor condition. He was advised that he needed a complete overhaul and that the cost would be $780.00. How do I know this?... I had the pleasure of talking with the store manager at Turneau who was good enough to look up the date that an estimate was first emailed to Mr. Theobald….I have the estimate now and it is dated January 26th, 2012. Wow, so in reality, contrary to Mr. Theobalds claim that he had it serviced for $299 and that it was completed, only the day prior to his signing up on this forum is a complete and total lie.

The actual estimate that was sent to Mr. Theobald was for a cost of $780.00 included the following services:

“Complete overhaul of the movement, refinishing case and bracelet, a new set of hands, (as required by Breitling,) all new seals and gaskets, and a new bezel retaining ring.”

Apparently Mr. Theobald insisted that he could not afford an overhaul and that the watch didn’t need one. The manager went on to explain to Mr. Theobald that “without performing the recommended services, Turneau would not offer any warranty whatsoever and that the watch will definitely not be water resistant. “

In spite of all of this, Mr. Theobald insisted on passing on all service with the exception of a new bezel retaining ring and a case and bracelet polish. Turneau accepted Mr. Theobald’s demands and agreed to charge him $305 upon completion.

Turneau’s internal system notes regarding this customer state the following: “Customer has been advised that watch is in very poor condition. Customer has also been informed that no work is being performed internally to the watch and that there will be absolutely no warranty on work. The notes also instruct whomever is the person at the store when Mr. Theobald returns to pick it up, to make sure to write: “WATCH IS NOT COVERED BY ANY WARRANTY. THIS WATCH IS NOT WATER RESISTENT.”

The Turneau store manager told me that Mr. Theobald’s watch was only just shipped to the Turneau repair center in in Long Island City and that the minimum turn-around will be at least 6 weeks.

The real irony is that I had offered to do Mr. Theobald’s watch for FREE because truthfully I felt bad that he had to wait almost 3 months for a simple part. (The bezel retaining ring just came in this Monday.)

I was very upset to see my personal family name and my company name slandered. On this forum, Mr. Theobald was actually restrained compared to 3 other complaint boards where he really expressed himself. I have spend almost a week now thinking how it is possible for one man to have so much anger and hatred in his heart. In the end, I am hurt, I am insulted, my business reputation has been harmed. More than anything else, I mostly feel sorry for Mr Theobald….He has to look himself in the mirror each and every day….

If there are any unhappy previous customers in this forum that have used our services and in any way were not satisfied or have any problems with their watch(es), please contact me directly at the office( 561)368-1121 or after hours 24/7 on my personal cell (561)955-0459  and I will see to it that any and all issues will be addressed.

WatchRepair.net is committed to 100% customer satisfaction.

Jeff Herman
WatchRepair.net , LLC