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Description

This company offers jewelry manufacturing, distribution of jewelry tools, equipment & findings in 14K & sterling. This company is a retailer and wholesaler of finished jewelry and beads in sterling, 14K and semi precious stones. They provide services in custom jewelry using gold and stones provided by the customers or purchased our store. They also provide services in bead and pearl stringing.

BBB Accreditation

A BBB Accredited Business since

BBB has determined that Casa de Oro Jewelers meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised the rating for Casa de Oro Jewelers include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 1 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

1 complaint closed with BBB in last 3 years | 0 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 0
Billing/Collection Issues 0
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 1
Total Closed Complaints 1

Customer Reviews Summary Read customer reviews

0 Customer Reviews on Casa de Oro Jewelers
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

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BBB file opened: September 16, 2002 Business started: 01/01/1979 Business started locally: 01/01/1979 Business incorporated: 05/17/1982 in TX
Type of Entity

Corporation

Business Management
Ms. M D Schade, President Mr. Terry Schade, VP
Contact Information
Principal: Ms. M D Schade, President
Business Category

Jewelry Designers Diamond Cutters Diamond Setters Gold Leaf Gold Stamping Jewelry Manufacturers


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Complaint Detail(s)

7/9/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I went to the store (Casa de Oro) to get the battery changed on a watch. The watch in question is Freestyle tide 3.0 color:black. This watch is rated for 100 meters water resistance and is advertised for water sports. The watch is valued at $110. I have had this watch for at least 2 years and I have used it numerous times for surfing and SCUBA diving. I got the battery on the watch changed on 4/23/13 at Casa de Oro. After the battery changed the watch performed perfectly. I went surfing with the watch either the next Saturday or the Saturday after that, I can not remember which. This was the first time the watch had been in the water since the battery was changed. When I was in the water I realized that the watch was dead. On 5/21/13, I took the watch in question back to Casa de Oro and told them that the watch died while I was surfing. One of the employees took the watch apart and showed me that the inside of the watch and the battery were very corroded. The employee told me that water had leaked into the watch and that the watch was destroyed. I then asked the employee if the store would reimburse me for the watch. He said that he would have to ask the owner. The employee put the watch back together and then brought me approximately 7 dollars and a receipt. I quickly counted the money and without looking at the receipt I realized they were simple reimbursing me for the battery. I told the employee that I meant that I wanted them to reimburse me for the destruction of the watch, which I think the employee already knew. He told me that it was not the stores fault that the watch broke and that it was only water resistant to 100 meters, not water proof. I informed him that I had been surfing and SCUBA diving numerous times with the watch and that the only time it broke was the first time I took it in the water after the battery change. The employee still maintained that the store was not responsible for the watches failure to keep out water. I asked to talk to the owner. The owner came out and talked to me, this was the same man who had done the original battery change. My conversation with the owner was very similar to my conversation with the other employee. Near the end of our conversation I told him that he must have made some mistake changing the battery because the water resistance failed the first time I took the watch in water since the battery change. I also informed the owner that I have taken the watch surfing and SCUBA diving many times before the battery change without incident. He told me that he remembered changing the watches battery and that he made no mistake, and that if he had made a mistake he would have told me. In short, the owner refused to refund me the money to replace the watch. It is also worth noting that I took the watch back within 30 days of the original battery change, which is within the stores return policy, which is printed on the receipt for the original battery change. I still have this receipt. In my opinion, because the store agreed to do the battery change without giving me any kind of verbal or written disclaimer, it is reasonable for me to have expected that the watches waterproofness would have been preserved after the battery change. Thank you for reviewing my complaint.

Desired Settlement: I think the just outcome would be for the store to refund me the appropriate amount of money to replace the watch. The store should also cover the sales tax that will be paid to replace the watch. The MSRP for the watch is $110, which is what I paid for the watch.

Business Response: The following is in reply to a consumer complaint shown as your case #*******.

We are a full service jewelry store in business for 35 years.  We replace watch batteries for customers as a regular service.  However we are also a battery distributer for ******.  This means we not only sell individual batteries to consumers but also wholesale batteries to other jewelers and other retailers for resale to consumers.  We are very knowledgeable in this area, have years of experience, and deal with many types of watches and batteries.

This customer complaint centers on a Freestyle tide 3.0 watch rated for 100 meters water resistance.  Casa de Oro replaced the battery in this watch.  The customer later returned when the watch stopped running. 
It was found to be corroded due to water in the watch.  The customer states the watch is two years old and he has used it numerous times for surfing and SCUBA diving.

A 100 meter watch is not recommended for SCUBA diving by any manufacturer to my knowledge.  The customer did not tell us that he dives with this watch.Casa de Oro was asked to replace a battery, not to evaluate the watch for diving or hard use.  A 100 meter watch is not suitable for impact water sports.  While it may not have an immediate ill effect, the risk increases with this type of use.  We were not asked to pressure check the watch for leaks.The back plate that was removed for battery replacement is only one spot that can allow for leaks.  This gasket was in good condition when the battery was installed.  There was no problem in installation.  The chemicals in pools and salt water from the ocean can both attack other seals. The seals that keep water out of a watch are not completely impervious and their effectiveness can be reduced over time with age, deterioration, and exposure to chemicals. This concept is recognized globally when dealing with precision timepieces.  Casa de Oro has no knowledge or control over other factors that could have had an adverse affect.  Water temperatures in a hot-tub or a hot shower will effect the condition of seals. Especially if the watch is taken from hot temperatures and immediately plunged into cold water - such as going from a hot-tub into a pool.  Sudden and rapid changes in pressure - such as diving (even shallow diving) into a pool, the force of plunging our arm into the water while swimming or surfing, will stress the gaskets for a fraction of a second.  As the watch ages the seals begin to erode & will not maintain the same water resistance levels.  They may rupture and cause the watch to take in water.

Casa de Oro sympathizes with this individual on the loss of his watch.  However, since there are many circumstances beyond our control we do not feel obligated to replace this time piece.  It is our policy to discuss with a customer any issues that may be obvious with a watch in question.  For this reason we normally do not install batteries in watches with 200 meter or greater rating used for diving.  Most divers are fully aware of these
problems.

Business Response: See attached

Contrary to the customer statement that he told us he used his watch for diving, I was  the employee who talked to him and changed the battery in his watch.  I was not told that he used the watch for diving.  We do not change batteries in watches used for diving because we feel they should be tested before use.  As stated in our previous response we consider a 200 meter rated watch a divers watch.  A quick search of the internet will verify this commonly accepted use by rating.  An internet sample is attached below.  There are many sites that will very plainly explain the points I made in my original response.  There is a difference between a new watch  out of the box and a used watch that has been subjected to impact water sports or pressure from diving.  A rating of 100 meters does not mean you should rely on being able to dive to 100 meters forever and always  without a problem.  The common thought is that a watch should be tested once a year regardless.  There was no obvious problem with the gasket that was installed on this watch and no certainty this is where it leaked.  This is why pressure testing is recommended.  Our initial response to this complaint very plainly explained the issues.  I will repeat our original statement.  Casa de Oro sympathizes with this individual on the loss of his watch.  However, since there are many circumstances beyond our control we do not feel obligated to replace this time piece.

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Complaint: *******

I am rejecting this response because:

I did tell the employee who changed the watch battery that I take it SCUBA diving both before and after the battery was changed. I emailed the manufacturer and asked if the watch could be used for surfing and SCUBA diving, I gave him the model number, and he assured me that the watch, because of its 100 meter water resistance is perfectly capable of being used for both sports. I can forward this email to both the BBB and Casa De Oro, if you would like it please provide me with an email address. Casa De Oro seems to be implying that the watch breaking had nothing to do with the battery change, but the fact is that I have used this watch numerous times for surfing and diving before the battery was changed. Yet the very first time I used the watch after the battery change (surfing), the watche’s waterproofness failed. This is either an incredible coincidence, or the result of a badly done batter change. Furthermore, the business states in their response: “It is our policy to discuss with a customer any issues that may be obvious with a watch in question.” The shop’s employees did not mention any such issues with my watch during my initial visit to get the battery changed. If the business had given me a verbal or written disclaimer before changing the battery I would have just sent it to the manufacturer, but the business confidently agreed to do the battery change and gave no such disclaimer. The business appears to want my business but not any of the responsibility for their work. For the record, I did not exceed the 100 meter depth limit on the watch. 100 meters equals about 328 feet. Depending on which organization you ask, the depth limit for recreational SCUBA diving is between 100-180 feet. The compressed air used for recreational SCUBA diving starts becoming toxic at about 215 feet. In short, 328 feet is well beyond the limits of my SCUBA training and equipment. If I had exceeded the depth limit on the watch I would be dead.
This is a transcript of my email with the manufacturer:
                Me:                        Hello, I own a freestyle tide 3.0, rated for 100meters water resistance and I was wondering If I could use this watch for surfing and SCUBA diving, assuming I do not exceed the depth limit. Thanks for your help.
                Customer Service:    Dear Mr. *******,
                                                                Please be advised that a rating of 100 meters water resistance means that the watch can be used for surfing and recreational diving/snorkeling. If you do not exceed the 100 meter depth, your watch should still be water resistant.

****** *******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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