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Business Profile

Watch Repair

Citizen Watch Company of America, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Watch Repair.

Complaints

Customer Complaints Summary

  • 23 total complaints in the last 3 years.
  • 9 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:02/29/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I have a Bulova watch worth 900$ that was purchased less than a month ago. This watch stopped working and even when it is under warranty, the citizen repair department is charging me 330$ to fix it, they said the watch has water damaged and i explained there was only ONE issue 6 months ago where I fell into a Kids pool (1.5 meters deep) but the watch NEVER touched the water, although water was splashed to me.. the watch kept working fine until6 months after then it stopped moving.. the repair center is now using that as an excuse to charge me a repair cost EVEN when the warranty book says that water damage is covered on watches marked "water resistant" and in this case not only is my watch marked with water resistan but also is covered if summerged under water of 30mts or less. I been contacting the repair department via email for one month now, and the team has refused to cover the warranty, i have called and requested supervisors and no one ever contact me.. I will like for Citizen / Bulova to repair my watch under its warranty or i will file a suit with the court of law and hire a lawyer..

  • Initial Complaint

    Date:02/02/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Purchased a Citizens watch at ****** several months ago. It quit working properly after a couple months. Contacted Citizens about repair or replace as it has a two year warranty. It took a couple of weeks and multiple phone calls before they responded with instructions on how to send it to them. Followed those instructions exactly sending it via ***** However the watch was returned to me, refused by Citizens with no explanation.Have again tried numerous phone calls and emails looking for an answer and have received no response from them.

  • Initial Complaint

    Date:01/19/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I bought an "ECO-DRIVE" watch on a cruise ship. It was under bright lights in the showcase. I was told the charge would last 6 months. It lasted 2 weeks. Citizen watch's website says "easy returns or exchanges". It does not state anything about that applying to online purchases only (per a customer ********************** rep). I was informed that this ECO FRIENDLY watch can be recharged in direct sunlight for **** hours or 200 HOURS, 8 inches from a lightbulb. THAT does not sound very eco-friendly. I feel this charging method and length of time should have been disclosed to the consumer prior to purchase. They will not allow me to return it. It's registered and I have the receipt. They advertise a 30 day money back guarantee. That does not apply if you bought it on a cruise ship. I even offered to accept a store credit to buy another watch that does not require this method of recharging. Further, the customer ********************** reps could not give an amount of time it would stay charged. Customer ********************** gave me an address to return the watch for inspection and possible repair without providing a shipping label. I spoke to a representative today who told me that I could return it for a refund, then transferred me to another rep. I waited 57 minutes for someone to answer then was told again that I cannot return it, contrary to what their website states. There should be a clear disclaimer provided when buying on a cruise ship that Citizen's "easy return and exchanges " does not apply.

  • Initial Complaint

    Date:12/18/2023

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On 3/15/2023 I sent my watch in for repair. The watch was cleaned, and the ******* was replaced. I received the watch back and left it in the box until I needed to send my second watch in for repair. At this time I discovered the inner bezel was missing. When calling I found no one wanted to have anything to do with me. I would like my watch put back in the shape it was when I sent it in plus the repairs I paid for. Invoice # SO00343619 PO # RG202313327 *** ******* See Picture

  • Initial Complaint

    Date:11/14/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased a Bulova watch from Amazon in June of 2021. The watch has served me well, but the battery died recently after two years of use. When I tried to open the case to replace the battery, three screws removed with ease, and the fourth wouldn't budge. I took the watch to a professional watch repair person. She couldn't remove the s**** either. I called Citizen (the parent company of Bulova) and was given instructions for sending the watch in for evaluation. I assumed this would be processed as a warranty claim -- the watch was basically faulty from the time it left the factory with this bad s**** A couple weeks later, however, I received an email with an invoice stating it would cost $66 for repair and return of the watch. I called Citizen back and explained why I thought this should be a warranty claim and was told they determined a weak battery had been installed by a third party. I assured her the watch had not been worked on since I purchased it in 2023. Besides, my issue wasn't the battery itself, rather it was ACCESSING the battery. The representative said the case should never be opened by a consumer or third party. It should only be opened by one of two repair locations in ********** or *****. I explained that this was unacceptable, and that I should be able to replace the battery of my watch on my own or at any repair shop I wish. She said those were the terms of the warranty and that Citizen was unwilling to budge.Bottom line: Neither I nor a professional were able to open the case to repair this watch. That is a manufacturing defect, and the watch needs to be repaired or replaced at Citizen's expense not mine.

  • Initial Complaint

    Date:11/03/2023

    Type:Order Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    PAid for 2 link for a watch . Was changed and told the order was ****** / never heard back from citizen . Called customer ********************** to be transferred to 8 different people then no one answers the phone

  • Initial Complaint

    Date:10/18/2023

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    They lost my watch in transit.

  • Initial Complaint

    Date:10/02/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    ******* cracked on my eco-drive tactical watch made/sold by Citizen. I found this companys information online for repairs. I mailed the watch in per instructions, got a receipt for it. They told me it would cost $63 (plus some change) to fix it and send back. I paid this amount on August 27th, 2023. I have used the contact us link on their website to get updates but there were no replies. Today is Oct 2, 2023, and am left to assume Ive been scammed by this company. I would like my watch fixed then returned in a reasonable amount of time. Yes they told me it would take 14 days which is fine but its well past 30 days now. If I cannot get the watch repaired I would like it returned along with the repair fees they charged me ($63).Due to this experience I will never purchase a Citizen watch again. If this repair service is a scam then wouldnt it be great if they could somehow be shut down?

  • Initial Complaint

    Date:09/18/2023

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On August 2, In anticipation of an upcoming diving trip, I mailed my Citizen HyperAqualand Diving Watch (serial number ******, case number ************ to the ******** facility for a battery replacement. 10 days later I received an e-mail that the watch was received and would be evaluated. After two weeks I called the facility to inquire about the status and was told that the watch still had not yet been evaluated. Because the diving trip was approaching (Sept 8), I asked that the watch be returned. On September 5, 2023, *** delivered a package which contained an EMPTY Citizen box. The only theory that makes sense to me it that the box left the ******** facility empty. If it was stolen while in *** custody, I would likely have never received the shipping box, which was properly sealed and appeared normal. I have filed a claim with *** but, again, feel that something happened at *********** facility. I owned this watch for 20 years and it means a lot to me. I would respectfully ask that you attempt to locate my watch. If it cannot be recovered, I would ask that it be replaced with the same model - used/refurbished if necessary. If that is not possible, I would request that you replace it with a comparable diving watch. $279 in **** is comparable to over $800 at present and I cannot afford to buy one now that I am retired. I had used the ******** facility at least twice before for battery replacement and received excellent and prompt service.

  • Initial Complaint

    Date:09/11/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    i bought this watch in january. i only wore it a few times and it is supposed to be water prof up to 300 meters i went in my daughters pool one time and water got in the case i mailed it in to be repaired and didnt hear from the company for almost 2 months. I finally called them and they said they had been trying to email me. I put my return email on my paper work and hadnt heard from them at all. When i did reach them they said it was my fault because the stem was loose i dont believe that at all. they said i would have to pay 281 to repair the watch. this is ridiculous everything about this company is misleading. terrible customer ********************** and in my case the watch wasnt worn but maybe a dozen times. the warranty should have covered this. Need less to say I wouldnt recomend this company or its service.

Citizen Watch Company of America, Inc. is NOT a BBB Accredited Business.

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