ComplaintsforHurley Roberts Service Co.

• Initial Complaint

  08/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  They watch was sent to them on March 11, 2024. We received an email on March 26, 2024, that contained invoice C331705 with a repair estimate of $153.65. We promptly sent payment.This is my second request to the BBB for help. This provider routinely sends vague messages stating that they are behind due to a restructure of the company. We received an email on July 3, 2024, that the watch was forwarded to the repair department. Stated that repairs at this point in time take about 2-3 weeks and they will complete sooner if possible. Then it will go through a brief quality control.I went to the site that they told me to use to see the status of the repair. This site regurgitated the past statements and did not give a status update.Please assist us so that we can truly understand if we will ever see this watch again.

  

  Business response

  08/05/2024

  Dear ******,

  You will of course see the watch again.

  As mentioned your watch was indeed forwarded into our repair area.

  However, as it was going through quality control the watch failed to function as it should.

  In order to resolve this we ordered and just got confirmation on the new movement we will be installing at no extra charge.

  We expect it to arrive in the next few business days.

  As before repairs at this point in time take about 2-3 weeks from when we get that new movement in, but we will complete the repair sooner if at all possible.
  
  Then your watch will go through a brief quality control, with the new movement it should have no problems passing this time and ship soon after.
  
  When it ships you will automatically get an email with tracking information.
  
  We are sorry for the further delay in the repair of your watch, and thank you for your patience and understanding. 

• Initial Complaint

  07/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I sent my watch to have the ******* replaced with a sapphire ******* on 6/5. It was logged in on 6/11/2024 and Hurley Roberts received my payment on 6/11/2024. I was informed that simple repairs would take as little as 3 weeks and more complex repairs as long as 12 weeks. Ok, a ******* *********** is pretty dang simple. Its been more than seven weeks and despite several email requests for an update Ive received zero responses. They dont ever answer the phone. And now I see large numbers of online complaints identical to mine - long repair times with zero communication. I have used Hurley Roberts 2 to 3 times in the past and never had issues and their service had always been prompt with good communication. This is a night and day difference between the Hurley ****** that I knew before and the one Im dealing with now.

  

  Business response

  07/29/2024

  Dear ****,

  According to our system you sent only one email which we missed.

  We are sorry we missed that one email and your phone calls.

  However, you did get an email at the time of payment on June 12th letting you know that repairs can take anywhere from 3 to twelve weeks depending on what we are doing and parts availability.

  So far it has only been a little over 6 weeks, and the parts for the repair of your watch are on back order.

  In order to get these parts in we order and re-order them on a bi-weekly basis.

  Hopefully we will get them in with our next order in about 2-3 weeks.

  However, we cannot guarantee this..

  Repairs at this point in time take about 2-3 weeks from when we get all the parts in, but we will complete the repair sooner if at all possible.
  
  Then your watch will go through a brief quality control, and should it pass it will ship soon after.
  
  When it ships you will automatically get an email with tracking information.
  
  We hope this helps explain the situation, and we thank you for your patience and understanding.
  
  
  

   

   

  Customer response

  07/29/2024

   
  Complaint: 22049440
  
  I am rejecting this response because:

  I asked about availability of a sapphire *********** ******* in May. They told me there was indeed a sapphire *********** ******* available for my specific model and sent me a mailing label on May 30. Then on June 11th, after they had possession of my watch and asked for payment, they failed to inform me that the sapphire ******* was on back order. They only said that repairs take 3-12 weeks depending on complexity of repair - which I assumed would be on the shorter end of that range b/c ******* *********** is easy. Now I learn that after having possession of my watch for 7 weeks they still dont even have a *********** ******* in hand. I feel completely misled and ignored. Im not going to send multiple emails - one should be sufficient.
  Sincerely,
  
  *******************

  

  Business response

  08/05/2024

  Dear ****,

  We are sorry for any confusion.

  When you initially inquired about the sapphire ******* we check to see if one is available for your watch.

  Meaning we check to see if there is a sapphire ******* listed as being compatible.

  We do not check on the actual stock of the ******* as the stock varies from day to day, and if we only had a couple in stock there is no guarantee that it would be in stock when your watch arrived.

  Typically this is not an issue in that we are able to order and get in any missing parts shortly after an order is placed.

  In rare cases of back orders this takes longer and that is why we mention that some repairs can take up to *************************************************** due to the complexity of the repair.

  In regards to your emails we are once again sorry that we missed it.

  You are correct in saying that we should have answered the one email you sent.

  We get so hundreds of emails in a given day and we do our best to answer them all, unfortunately, while rare, one or two can get missed.

  Your patience and understanding is appreciated and we hope you have a nice day.

   

   

   

  Customer response

  08/05/2024

   
  Complaint: 22049440
  
  I am rejecting this response because:
  I do not trust that you will accomplish or communicate about the ******* *********** in a timely manner. Numerous complaints filed with the BBB indicate this has become a critical problem with your company. Unless you can replace my ******* within one week from today (8/5/2024) I would like my watch and my payment returned. 
  
  Sincerely,
  
  *******************

  

  Business response

  08/06/2024

  Dear ****,

  Thankfully with our system upgrade and moving issues resolved the only issues with our communications at this point is a large backlog.

  We have not been idle during this entire time as stated during our original communication we have been ordering and reordering this ******* on a bi-weekly basis.

  As an official Citizen Watch authorized service center we are required to only use genuine Citizen Watch parts.

  Even if you for example sent it to the factory service center in ********** you would be experiencing the same delays.

  Parts delays are an issue, but unfortunately they are not one we or anyone else can control as is the case with any repair service. 

  There are millions of parts for hundreds of thousands of Citizen Watches over the years and unfortunately we and the factory service center in ********** cannot stock them all.

  When that happens parts become back ordered for the given repair and the parts have to be ordered or even in the worst cases manufactured from the far east. 

  You will notice that despite these recent complaints we are still highly rated and reviewed which speaks to our 40 years of experience in this field.

  With all that being said because we still do not have the part in stock from our orders we cannot complete the repairs in a single week.

  We can cancel the repair and refund your money with a check.

  This process takes at least 7 to 15 business days.

  Or we can continue to order and re-order the ******* and as soon as we get it in process your repair having marked it to be rushed to be completed as soon as humanly possible.

  Please let us know what you would like to do.

   

  Customer response

  08/06/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and will grudgingly accept their resolution.

  However, I remain dissatisfied with the lack of communication regarding the back ordered status of the sapphire ******** As a person who works in service repair myself, any parts delays should be communicated to the customer in a timely manner.
  
  I will continue to wait for my watch to be returned with a new sapphire ********

  Sincerely,
  
  *******************

• Initial Complaint

  07/25/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I Sent my Citizen Pendant Watch (***** 1000-107231K) to Hurley Roberts for repairs on January 19, 2023. On February 2, 2023, I was advised that they received my watch and it had been entered into their computer system. I received an email February 12, 2023, that they received my watch, and they could repair my watch and the cost would be $195.65. I paid the invoice C328081 amounting to $195.65 on February 12, 2023. I requested status of my watch on August 16, 2023. Received email August 16, ***** that they would response in 5 to 7 business days (no response). I receive an email August 30, 2023, saying they received all the parts needed for the watch and that repairs at this time are taking about 2-3 weeks. On February 4, 2024, I requested status of my watch and received an email February 5, 2024, that they would response in 5 -7 business days (NO REPONSE). I sent another request June 25, 2024, for the status of my watch. As of July 25, 2024 NO RESPONSE. In my emails of Feb 5,2024 and June 25, 2024, I requested that they return my watch and the $195.65 that I paid (NO RESPONSE). They have my watch and money and have provided the worst customer ********************** that I have ever experienced. Is Hurley Roberts Service still in business?

  

  Business response

  07/29/2024

  Dear *******,

  First and foremost we are very sorry for the lack of communications.

  There have been many issues including a system upgrade and a change of location that have not allowed us to respond to our customers as we would like.

  As you stated we had gotten all the parts we needed for the repair of your watch and put it into the repair area to be fixed.

  However, the repair technician informed us that there was more issues with the movement of the watch then expected as it did not respond to our attempts to service it.

  Typically when that occurs we would replace the movement at no additional cost to our customers and finish off the repair with only a little added time.

  Unfortunately, due to the age of the your watch and more important the unique construction this has proved very difficult.

  Citizen Watch has made a couple of different series of movements using the same identifying numbers as the one in your watch.

  This has made it even more difficult.

  The service manager has informed me that he will be personally looking for a way to resolve this repair over the next 1-2 weeks.

  If he is unable to do so within that time he will process a refund and get your watch back to you un-repaired.

  Typically the refund and return process takes 7 to 15 business days but we will of course try and process it sooner if at all possible.

  Please know that no matter that when the watch ships from our facility you will get an automatic email with tracking information.

  Once again we are very sorry about the various issues and thank you for your patience and understanding as we do our best to resolve them.

  Customer response

  07/30/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  07/24/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On June 13, 2024, I sent my Citizen Eco-Drive watch to Hurley Roberts Service Center in ********, *******. Despite several messages, emails, and phone calls, I have yet to receive a response from them about the status of repairs or if they have even received the watch.

  

  Business response

  07/24/2024

  Dear *****,

  We are sorry that we missed your previous email to us.

  It looks like your package despite having been marked as delivered was never logged into our system.

  Upon further investigation this is because it was "delivered" during our move to a new facility.

  The good news is that any such mail if not re-directed to our new facility should still be held at the local post office.

  Unfortunately, it will probably not be so easy to track down as I am sure you are aware of the ongoing issues with the Georgia post offices.

  Rest assured we are in contact with our local **** post office and contacts to try and track this down, and as soon as we have an update we will make sure to keep you informed.

  Should the package be found and your watch logged into our system you will regardless get an automatic email with tracking information.

  Thank you so much for your patience and understanding and we hope you have a nice day.

  Customer response

  07/25/2024

   
  Complaint: 22035649
  
  I am rejecting this response because: If you marked it as 'delivered,' why are you blaming 'problems with ************ Offices'? Plus, why has it taken you so long to notify meabout this issue. You owe me a watch.
  
  Sincerely,
  
  *****************

  

  Business response

  07/25/2024

  Dear *****,

  We never mark ******** as delivered.

  Anything dealing with delivery and its statuses is solely the work and responsibility of USPS.

  It has taken a long time to notify you because we missed your initial correspondence and we are sorry about that.

  This matter is currently under investigation by our local post office and post master general.

  Until this investigate is resolved we cannot move forward with any further steps. 

  This is primarily because any missing or stolen mail is a federal offence and must be dealt with accordingly.

  Rest assured we are doing our best to resolve this issue and as soon as possible.

  We will make sure to inform you of the investigation results and the subsequent actions we will take.

  Hopefully this will all be a null issue and the package will be found and delivered to our new address.

  Thank you for your patience and understanding and we hope you have a nice day.

   

  Customer response

  07/31/2024

   
  Complaint: 22035649
  
  I am rejecting this response because:

  Do not repair this watch! Return my watch to me, unrepaired.
  
  Sincerely,
  
  *****************

  

  Business response

  08/05/2024

  Dear *****,

  We are sorry we missed your emails stating that you would like your watch returned un-repaired.

  We will be replying to your email shortly.

  As this complaint is in reference to us never having received the watch in the first place please **** it as resolved as we have your watch and have logged it into our system and even provided an estimate for the repair.

   

• Initial Complaint

  07/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I currently have two watches in for repairs since early January and beyond the invoices for the repairs I have not seen any responses. I have tried to call to no avail and email per the phone voicemail request with no return email.I have used this service in the past and had not problems and got excellent service. I hope to get the same done with the two that are currently there. under contract C512484 case back number: U706-S053609 / Serial number: ******. The other one is associated to my email address.

  

  Business response

  07/24/2024

  Dear *****,

  We are very sorry for the lack of reply.

  Unfortunately our system upgrade has not allowed us to reply to our customers as we would have liked.

  We were waiting on parts which have been on back order for the repairs for both of your watches.

  The good news is that we finally got confirmation on those parts and expect them to arrive in the next few business days.

  Repairs at this point in time take about 3 weeks from when we get all the parts in, but we will complete the repair sooner if at all possible.
  
  Then your watch will go through a brief quality control, and should it pass it will ship soon after.
  
  When it ships you will automatically get an email with tracking information.
  
  
  
  

   

• Initial Complaint

  07/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Sent my watch in February 2024 for repair (C331539). Received invoice and paid. Requested update in March 2024 and received an email from Hurley Roberts on 12 Mar 2024 stating repairs would take up to 12 weeks from the acceptance date, 16 Feb 2024. Since March I have attempted to call and email Hurley Roberts several times with no response. Always get the recorded message about they are in the final stages of their upgrade and to send them an email. I have sent 6 emails that have never been answered. They have had my watch and money for 23 weeks with no communication about status of repair.

  

  Business response

  07/24/2024

  Dear *****,

  We are very sorry for the lack of reply.

  Unfortunately our system upgrade did not allow us to respond to our customers as we would have liked.

  Regardless we have some good news.

  Some of the parts for the repair of your watch were on back order for a very long time which is the primary reason for the delay in the repair of your watch.

  The good news is that we got confirmation on those parts and expect them to arrive in the next few business days.

  Repairs at this point in time take about 2-3 weeks from when we get all the parts in, but we will complete the repair sooner if at all possible.
  
  Then your watch will go through a brief quality control, and should it pass it will ship soon after.
  
  When it ships you will automatically get an email with tracking information.
  

  Customer response

  07/24/2024

   
  Complaint: 22030830
  
  I am rejecting this response because:  this is the same canned response that has been used to respond to other complaints.  There are no firm commitment dates.  I will be satisfied when I receive confirmation that the repairs have been completed, passed QA, and my watch has shipped back to me.
  
  Sincerely,
  
  ***********************

  

  Business response

  07/24/2024

  Dear *****,

  While exact dates were not specified there are times mentioned and from this dates can be determined.

  A few business days from now for the parts would be the 30th being that we are closed on Fridays, and the weekends.

  Then we mentioned at the latest it would be three weeks which would be the 20th of August.

  Quality control takes a few business days meaning it would ship on the 22nd or the 26th of August assuming it passes quality control.

  As stated when it ships from our facility you will get an automatic email with tracking information.

  The BBB is NOT designed to keep these complaints opened for extended periods of time but rather have them responded to and resolved within their time frame.

  We hope this explanation is acceptable and hope you have a nice day.

  Customer response

  07/25/2024

   
  Complaint: 22030830
  
  I am rejecting this response because:

  I will close the complaint once I have verification my watch has been repaired, passed QA, and has shipped.  Based on the past 4 months of no contact from Hurley Roberts after repeated attempts by myself to get a status of repairs and all the similar complaints from other customers, I think keeping the complaint open as previously discussed is in my best interest.
  Sincerely,
  
  ***********************

• Initial Complaint

  07/23/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  11.15.2023 called HRSC by phone to ask about Citizen's watch repair. An elderly lady advised us on securing a shipping label. Shipped watch on 11.16.2023 by **** (tracking no. 9202-0902-5687-1600-2046-41). 11.27.2023, email from HRSC saying watch received & logged in ****** 11.27.2023 paid for repairs by AMEX. To date, no ******************************** to contact by ************** are met with recorded messages & the same scripted email - supply issues. Cannot speak to a person.

  

  Business response

  07/24/2024

  Dear *****,

  We are very sorry for the lack of communications.

  Unfortunately our system upgrade has not allowed us to respond to our customers as we would like.

  With all that being said we have some bad news.

  We did recently get the parts we needed to service your watch.

  However, it failed our quality control, because the movement is still not behaving properly.

  When this happens with radio controlled models we forward them to the factory service center in ********** requesting a new movement at no additional cost to you.

  In these cases it takes 7-12 business days for their re-examination and then ***** business days for the repairs followed by a few business days to ship back to us.

  In rare cases when parts are on back order with them it can take an additional 8-12 weeks but of course we will make sure they know to rush the repairs along as fast as they can.

  We are very sorry for the extended delay in getting your watch repaired but we are dedicated to getting it done and getting it done right.

  When the watch comes back to us we will put it through one final quality control and should it pass it will ship soon after.

  When it ships you will get an automatic email with tracking information.

   

   

  Customer response

  07/25/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  07/17/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On March 3, 2023, I sent my Citizen watch for repair (Invoice C329040). On April 16, 2023, I received an invoice for $298.33 to repair the watch. On April 16, 2023, I received confirmation that my payment of $298.33 had been received. On June 22, 2023, I asked for and received an update which stated, We have all the parts we need to repair your watch and it is now prepped to go into the workshop. After repeated requests for an update, I finally received an update on November 14, 2023, which acknowledged the long delay and stated, The large reason for that (the delay) was that we were waiting on parts which was on backorder. This totally contradicted the message in June which said, We have all the parts we need to repair your watch and it is now prepped to go into the workshop. The November communication went on to say that they were unable to fix the watch and they were sending it to the factory service center in **********. On January 30, 2024, I requested an update and only received an automated response that they would get back to me in 5-7 business days. Receiving no response, I again requested an update on March 11, 2024. On March 12, 2024, I did get a response that said, The reason for the long delay since then is that the parts were on backorder. This typically takes them an additional 8-12 weeks for them to get the parts in. I am pleased to inform you that I just confirmed that they expect these parts to arrive with their next order of parts in 2-3 weeks. On June 26, 2024, I asked to receive a specific date by which I could either expect my watch back in good working order or my watch as it was sent with a refund of the money paid for the repair. I have received no response other than the usual automated response on June 26, 2024, saying they would respond in 5-7 business days.

  

  Business response

  07/18/2024

  Dear *******,

  First and foremost we are sorry for the lack of reply.

  Unfortunately here is what happened with your watch.

  As you were informed we were waiting on parts which were on back order for the repair of your watch.

  We got those parts in but after we completed the repairs finally it failed our quality control.

  In order to resolve this  we had forwarded your watch to the factory service center in ********** for a new movement.

  However, because we were moving to from one facility to another during that time we were unable to reply to them and they sent the watch back to us un-repaired.

  Rest assured we will now that we have settled in our new place be forwarding it back to them and getting it resolved as soon as we can.

  So you are aware from the time they get the watch it takes them 7-14 business days (even if they recently looked at the watch) to re-diagnose it.

  Then if there are no parts on back order it takes them ***** business days for the repair and then they will ship it back to ***

  However if there are more back orders it will take 8-12 weeks for them to resolve those back orders.

  The service manager as an apology will be making a 30% refund to your repair because of the long delay and various issues.

  Thank you for your patience and understanding and we hope you have a good rest of your day.

   

   

   

   

   

   

   

   

  Customer response

  07/19/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I appreciate the response from the company, but frankly do not have a lot of confidence in the ultimate return of my watch in repaired condition and the receipt of a partial refund as indicated. The last response prior to my complaint to the BBB said they were happy to inform me that they received confirmation from the service center in ********** on March 12, that the parts on backorder were expected to arrive in 2-3 weeks. Now, in their response to my complaint they are saying, In order to resolve this we had forwarded your watch to the factory service center in ********** for a new movement. However, because we were moving from one facility to another during that time, we were unable to reply to them and they sent the watch back to us un-repaired. Its hard to know what to believe given that I have heard multiple contradictory explanations for the many delays since sending them my watch in March of 2023. I hope that my skepticism for a positive outcome is proven wrong.  
  
  Sincerely,
  
  *************************

• Initial Complaint

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I sent a Citizen Pro Master dive watch for a battery change on 8/2/23 and paid for the repair $293.65 on 9/1/23. I have owned this time piece for 31 years as it was given to me by my mother as a high school graduation gift. I was advised that the work would take approximately 6 to 8 and here we are, 7/16/24 and I have yet to hear from them not even to tell me about the progress of my watch being repaired. Since early February 2024, I have called hundreds of times to hear a generic answering machine telling me to send an email requesting an update however, no answers to the emails either. At this point, I want my time piece returned because like I said, 31 years of owning a time piece given to me by the person most cherished will not go without a fight.

  

  Business response

  07/17/2024

  Dear *********,

  First and foremost we are very sorry about the lack of communications.

  As stated by our service manager we have had many struggles with our recent move which we are working on resolving.

  I am also pleased to hear that you are still allowing us to be of service to you and repair you watch with great sentimental value.

  We look forward to completing the repairs as soon as we can and getting your watch back to you.

  When the repairs are completed and your watch ships from our facility you should get an automatic email with tracking information.

  Thank you so much for your understanding and we hope you have a nice rest of your day.

• Initial Complaint

  07/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I sent a Citizen signature series watch to Hurley Roberts Service Co. in September 2023. Hurley Roberts ascribed a job number of C330541 to this watch. Hurley Roberts gave me a quoted cost on 9-26-23 of $556.65 to service the watch...which I agreed to and immediately paid. I have a PDF invoice from Hurley Roberts dated 9-26-23 for C330541 and marked paid in full. I have tried numerous times to phone and email Hurley Roberts to request the status of my watch, and I did receive an email from Hurley Roberts on 1-4-24 saying that parts were backordered. I have heard nothing further from Hurley Roberts since 1-4-24. I am asking for some communication from this company.

  

  Business response

  07/18/2024

  Dear ***,

  We are very sorry for the lack of reply.

  Unfortunately, our system upgrade has not allowed us to reply to our customers as we would like.

  However, there is some good news !

  We got the parts we needed for the repair of your watch.

  It is now going to be going through the final stages of repair and quality control over the next few business days.

  Should it pass that quality control it will ship soon after.

  When it ships you will get an automatic email with tracking information.

   

  Customer response

  07/18/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************

*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. ↩