ComplaintsforHurley Roberts Service Co.

• Initial Complaint

  10/08/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have sent a vintage Citizen watch in July to them in hopes of having it repaired by proper Citizen affiliates within the local area. It was stated that the work could take up to 12 weeks. Unfortunately, 12 weeks have passed and the only thing Hurley Roberts has to show for it is radio silence. Since paying the invoice sent to me there has been absolutely no communication regarding the state of my watch, through both phone *************) or email ************************************** Their address is listed as *****************************************************. This address in actuality is a **********. Looking up the business on ****** maps shows instead a dilapidated office building that is abandoned at a different address. Their website includes a status page for looking up information on an order. I have attempted to use this function the past couple of weeks and am only met with a page that in essence states they have no idea what happened to my watch.These signs are rather concerning as it leads me to believe that I might have just been scammed. All my attempts at contacting them have been unsuccessful. It's as if they simply just took my money, my watch and ditched town. At this point, all I want is to get a hold of anyone at the company but that has proven to be a herculean task. Citizen should reconsider allowing Hurley Roberts to brand themselves as an "Authorized Service Center" as this customer ********************** can be nothing but damaging to the brand as a whole.

  

  Business response

  10/10/2024

  Dear *****,

  First and foremost we are sorry we missed your various communications.

  Our address is actually a box where our mail is sent and received from and not a ***** bank despite what ****** maps says.

  And looking at our old address will not assist or be accurate as we have since moved.

  Unfortunately ****** has been far from helpful in updating these pieces of information for us and our customers.

  In regards to the repair of your watch unfortunately it recently failed our quality control after being put into our repair area.

  It needs further service in the form of a new circuit which we will be doing at no additional cost to you.

  However, it is on order and will take further time to get it in.

  Rest assured as soon as we get it in and move your watch forward into our repair area you should get an email notifying you as such or at least our status system will update to reflect that change.

  We thank for your understanding and sorry for the troubles you have been experiencing in trying to contact us.

   

  Customer response

  10/10/2024

   
  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

  09/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I SUBMITTED MY CITIZEN WATCH FOR A NEW BATTERY AND CLEANING IN NOVEMBER OF 2023. I PAID THE INVOICE AND HAVE NOT RECEIVED MY WATCH. MY CALLS AND EMAIL ARE UNANSWERED AND THE WEBSITE DOES NOT ANSWER MY QUESTION OF WHEN WILL THE REPAIRS BE COMPLETE AND WHEN WILL I RECEIVE MY WATCH.

  

  Business response

  09/04/2024

  Dear ****,

  We are very sorry for the lack of communications.

  It seems there was a system error that auto archived your emails.

  The good news is that despite the very long delay we have finally completed the repairs of your watch !

  It is going through the final stages of quality control and should be shipping to you in the next few business days,

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

  Also due to its high value we will be insuring it and including signature requires.

   

   

  Customer response

  09/05/2024

   
  Complaint: 22233033
  
  I am rejecting this response because:  The Hurley Roberts response was that poor communications on their part were due to "a system error that auto archived your emails".  This is nonsensical.   In their e-mail, Hurley Roberts acknowledges that repairs on my watch are completed and undergoing "quality control" and should be shipped in the next several business days.  Hurley Roberts states that when shipped, I will receive an "automatic email with tracking information" and "due to its high value we will be insuring it and including signature required".   My response will wait until I actually receive a watch and that it is in fact the watch I submitted for repairs and that the watch is in good working order.  
  
  Sincerely,
  
  ***********************

  

  Business response

  09/05/2024

  Dear ****,

  In regard to the system error it is not nonsensical. 

  We have many filters and labels in place which can and in this cause did cause your emails to be auto archived.

  Your watch has shipped from our facility 3 hours ago and you should be getting that automatic email either later today or tomorrow.

  However just in case the tracking number is: 9481711105501130250974

  Unfortunately you cannot keep this open as the BBB system dictates that we must answer and resolve these complaints as soon as they are generated.

  They are not designed to be left open for extended periods of time.

  If you have any further issues once you get your watch you are more than welcome to reach out to us via email.

   

   

   

  Customer response

  09/09/2024

   
  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.  I received my watch two days ago, 9 months and 25 days after it was received by Hurley Roberts.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  08/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I sent my watch in to be repaired and received an invoice of $375.65 on 05/19/2024 and paid the invoice on 05/23/2024. Unfortunately I read these complaints on the BBB site, after I had sent my watch in to be repaired. Their status page does nothing but confirm they have your watch. There is no status involved. They do not respond to emails, and nor do they answer their phone. This watch is one of the few personal items I have of my only brother, who passed away in March 2024. I did not want to resort to making a complaint here, but after reading these other complaints I am not going to wait an excessive amount of time after the 3 months quoted repair time to get a response. I would like to know an exact time of when I will be receiving my repaired watch. Sincerely,*******************************

  

  Business response

  08/29/2024

  Dear *******,

  First and foremost we are sorry for the lack of reply and the delay in repairing your watch.

  What you experienced and noticed among the other complaints is the result of our recent move to a new location, and system upgrade.

  Both of these events caused serious issues with our operations and caused delays in not only our repairs but also our communications.

  These issues have since been resolved and we inform all our customers with an automatic reply that it can take 5-7 business days for us to reply to any given email.

  Your last communication after our response in June to your previous inquiry was only 6 days ago 3 of which were not business days.

  The primary reason for the delay in the repair of your watch however was back ordered parts.

  This is not surprised considering your watch is 22 years old and Citizen Watch typically discontinues parts after 10 years.

  However, we are diligent in getting back ordered items in by ordering and reordering them on a bi-weekly basis.

  We are pleased to inform you that not only did we get the parts in but your watch is in our shipping area to be shipped out.

  You should get an automatic email with tracking information in the next day or so keeping in mind the holiday weekend.

  We hope this is a satisfactory explanation and wish you a good holiday weekend.

   

   

   

   

• Initial Complaint

  08/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I spent over $100 to get my watch to a company that said they were trusted.....I agreed to the incredibly high price as I had no options....Then they took the phones off the hook and refused to answer email....They had my watch...a chipped crystal since April....It is now August....and I just got it back....and guess what....they didn't fix it right.....what else do I need to say.....this is ridiculous and a bad business....

  

  Business response

  08/26/2024

  Dear *******,

  As an authorized Citizen Watch service center we are very trusted with many peoples beloved Citizen Watches over the many years we have been in business.

  Unfortunately, due to our recent move and systems upgrade, and subsequent backlog we have not been able to respond and get to all our customers messages as we would have liked.

  According to our system your watch was logged into our systems on May 9th.

  On that same day we examined the watch and sent an estimate for the repair which if you felt was too expensive you could have declined.

  You then sent an email about the ultrasonic cleaning which was elaborated on.

  After you confirmed your willingness to pay up front which has been our method of operation for many years you paid the invoice on the 22nd of may.

  At that point you should have gotten an automatic email letting you know that repairs can take anywhere from 3 to 12 weeks depending on what we are doing and parts availability.

  From the time of payment that means we took 10 weeks to complete the repairs which is within our expected time frame.

  As a note this service was more than just replacing the crystal. It was also movement maintenance, and the gasket, and ultrasonic cleaning, and water test and resealing.

  It looks like in terms of why it took 10 weeks and was not completed sooner was primarily because some parts which were on back order.

  Now onto the main point.

  Your message says we did not fix it right, but does not give any clarification as to what that means.

  We have a one year warranty on our service and are more than happy to honor it if the issue falls within its scope.

  Because we are closed on Fridays, and the weekend we missed your initial messages about this issue, but we will be following up with those messages within the day.

   

   

• Initial Complaint

  08/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Sent in watch with payment of $587.65 for repair August 2023. One year later and no response after repeated e-mails and calls. Thank you.

  

  Business response

  08/14/2024

  Dear *****,

  First and foremost we are very sorry that we have been missing your communications.

  Here is what happened and is happening with your watch.

  First as I am sure you can appreciate it is a very complex and special model.

  To service the movement we had to order some parts which were on back order for a very long time.

  We recently finally got those parts in and we were able to complete the repairs.

  The bad news is that the watch failed our quality control.

  As such in order to resolve this as best as we can we are forwarding it to the factory service center and at no additional cost to you we are request that they replace the movement with a new one.

  Unfortunately this will take some more time.

  Typically it takes ***** business days for their evaluation and then ***** for their repair process.

  Hopefully nothing will be on back order for them. If it their back orders typically take 8-12 weeks.

  Rest assured we will be making sure they are aware to rush this repair along and get it done as soon as possible.

  We are very sorry for the continued delay and thank you for your continued patience and understanding.

   

   

  Customer response

  08/15/2024

   
  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

  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.
  
  
  
  

   

*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. ↩