I have also had a terrible experience at Tourneau in Manhattan. This was back in 2002. I took my Rolex in to get an external cleaning. Was told it would be ready in a few hours. The first examined the watch and made notes as to the state of the watch. When I came back to pick up the watch, it was certainly cleaned up, but I realized to my horror that it had stopped. I brought this to their attention. The arrogant salesman condescendingly asked me "are you sure it was working when you brought it in?". They had not ticked that box "not working" when they examined it, but he kept insisting that it 'probably wasn't working' when I brought it in. It was fuming. In the end, they told me they would fix it. A few days later with no response, I called in. They told me I need to produce a warranty card. If I don't it would be expensive to repair. I told them I didn't have it and that it didn't matter since they were the ones who had broken it. To cut a long story short, it took weeks on unreturned phone calls and more accusations that I had brought in a defective watch. Only when I started mentioning legal action, did anything get done. I got my watch back in working order with no charges, but it was an awful experience. Oh, and a few years back, my mother in Houston took her $40,000 Patek in to get cleaned there. It was ruined and she never got any money back. Stay away from Tourneau at all costs!