Heritage Clocks

Heritage clocks had performed preventive maintenance on my Grandmothers Emperor Clock some time ago (over $400). We were sitting in the living room one day watching TV and the pendulum fell with a bang. She could not remember exactly when the clock had been serviced so we began looking in the clock for the paperwork to see if it was still under warranty. The paperwork was not inside the case so I pulled the unit from the wall to see if it had been stored where the works are located. At this point I found that the suspension spring had broken. We called Heritage Clocks and the person I talked to was obviously having a bad day. He told me that he did not work on that part of the clock and that it was not under warranty. He also told me that this type part (and I quote) "was designed to never break and will not break, ever.... unless we broke it". As such he was not responsible. I asked him how much it would be to replace the spring. He quoted me a price but then kept saying "if there are not any other problems". I told him I only needed the spring replaced and he would not give me a straight quote. The conversation continued and he said I was arguing with him and hung up. He later called back and began arguing with me about the clock and I told him there was no problem his services were no longer needed. I finally had to end the conversation as he would not take no for an answer. I have dealt with this type of person before. They are the ones that lure you in on the small stuff and then the next thing you know your refinancing your house pay their fees. This company does not stand behind their work and clearly does not care about the customer...only the money. I recommend finding another company that does. I ordered the spring from Emperor for $12 shipping included. I am surprised that the manufacture sells these unbreakable parts so cheaply.