ComplaintsforHurley Roberts Service Co.

• Initial Complaint

  03/03/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I sent my Citizen watch to Hurley Roberts Service for a repair estimate on 4/22/2022 and they responded they received the watch on 4/24/2022. The estimate for repair was $176.65 which I paid the same day, 4/24/2022. Hurley Roberts responded that the payment was received and the watch would be repaired. On Jan 5, 2023, after an eight month delay, I asked for the watch to be returned along with the $176.65 payment for the repair that was never done. On Jan 9, 2023, Hurley Roberts agreed to return the watch and the repair fee. The watch was not received and I inquired again on Feb 5, 2023 about the watch. Hurley Roberts responded on Feb 6, 2023 that the watch would be returned within 7 days, however, as of March 2, 2023, I still have not received the watch or the refund as promised. I would like to have this issue resolved, the watch returned along with the repair payment. It's been almost a year with no results.

  

  Business response

  04/10/2023

  We are very sorry for the delay in replying to the complaint and resolving the issue.

  Unfortunately a few things coincided which resulted in this mess.

  The first and foremost is that **** is no longer with our company.

  The second thing is **** while handling the customer ********************** aspect does not handle the financial aspect side of things.

  The refund would have been handled by **** who left. **** forwarded this refund request to the service manager during a time when we were rearranging our facility.

  This rearrangement caused the matter to be shuffled into our typical repair cycle and has been going around ever since.

  With your letter the watch has been pulled out of the repair cycle and given back to service manager to process a refund.

  Due to the age of the payment we are no longer able to refund the payment via the original payment method.

  As such we will be writing a check for the amount paid.

  We will do our best to get this processed and sent out as soon as possible but we are operating with reduced hours this week and we will be closed Wednesday, Thursday, and closed as usual Friday through the weekend.

  No matter what when the watch and refund ships from our facility the customer will get an automatic email with tracking information.

  Sincerely,

  ***** & The Hurley Roberts Service Team

   

   

  Customer response

  04/10/2023

   
  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

  02/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On March 5, 2022 I mailed my Citizens watch to Hurley Roberts Service Co. for repair. After receiving an invoice from your Company (Invoice C325711) I mailed $169.65 to you for the repairs.After repeated attempts to contact you with no reply, on October 12, 2022 you sent an email indicating it was scheduled to go into the workshop that week. That was the last correspondence I had with your company.In light of the facts above, it is apparent that your company is committing fraud and that you had no intention of repairing my watch. You have had it almost a year and still have not repaired it. That is totally unacceptable. I would like to have someone contact me and tell me the work is underway and the date it will be mailed to me. I do not want promises that will not be kept.

  

  Business response

  03/02/2023

  ******************** watch repair was completed and her watch was shipped to her on February 23, 2023.  

  Thank you,

  Hurley Roberts Customer **********************

  Customer response

  03/02/2023

   
  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.  The watch was not repaired but the watch was returned to me in the condition I sent it and a check for the money I had paid them.  I am satisfied with the result.
  
  Sincerely,
  
  *************************

• Initial Complaint

  09/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Back in June 2022 I sent my watch to this company and paid in full for the required repairs. I have yet to receive the watch back. When I email them they tell me in is going into the qaulity conrol phase. In trying to call them I get recordings on how they are closed this day and another and when I call on a day that they are open it changes again. I need my watch back and if not repaired at this time a full refund for thre repairs I have paid in full.

• Initial Complaint

  09/27/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  June 2022 sent Citizen Aqualand dive watch for battery and cleanup...received order # KMISC ******...paid in full in advance around $220...no contact no delivery....no nothing...rude in efficient thriving scum

  

  Business response

  09/28/2022

  Hello *******,

  Mark here.

  I am a bit confused. We have emailed you at least four times since you requested a free mailing label to send in your Citizen Watch for an evaluation on July 9. After you paid the invoice on July 21, we thanked you and alerted you that repairs (like many other things today) are taking longer than normal. We said a more comlicated repair - an older dive watch like yours certainly is considered a more complicated repair - can take 12 weeks, sometimes longer.

  We will keep pressing forward with the repair unless you have changed your mind. If you have tired of this process, please email us at [email protected] and simply ask us to return your money and the watch unrepaired. 

  I trust this clarifying some things and we look forward to getting your watch back on your wrist where it belongs.

  Have a great rest of your week,

  ****

• Initial Complaint

  07/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  6/29/2021 I returned the watch that Hurley ****** had just repaired, it was simply just not keeping time, after months of no communication they said the watch was damaged by us, we disagreed but paid for the repairs anyway because we want the watch returned working. It has been over a year, there is only communication after I file a complaint. I have tried to call and no one ever answers the phone, I am unable to leave a message. I occasionally get an email with an empty promise that the watch will be repaired "next week" and next week comes and goes with no watch. I want the watch back and repaired. I'd like my complaint responded to. It was paid for months ago.

  

  Business response

  07/28/2022

  Hello again ******, Mark ************* am very happy to see we were able to service your watch, it cleared quality control and is now on it's way back to you. You should have received an email with tracking info a couple of days ago. 

  Again, I apologize for the very long turn around and I trust that you will enjoy the watch, trouble-free, for years to come!

  Have a great weekend,

  ****

  Customer response

  07/28/2022

   
  Complaint: 17584394
  
  I am rejecting this response because:

   

  To date I have nothing
  
  Sincerely,
  
  *************************

  

  Business response

  08/03/2022

  Hello again,

  When we last corresponded via BBB the item was in transit, as I stated in my reply. As you see from the ********** it has since been delivered:

  Delivered, Neighbor as Requested
  July 29, 2022 at 2:31 pm
  ******, ** 34997 

  I trust you will enjoy your watch, trouble-free, for years to come!

  Mark

  Customer response

  08/08/2022

   
  Complaint: 17584394
  
  I am rejecting this response because:

  No neighbor has received the package.  Did you request a signature for verification?
  
  Sincerely,
  
  *************************

  

  Business response

  08/22/2022

  Hello again,

  I just emailed you directly to see if the package arrived as **** said it did.

  If the watch is in fact lost, you have a $400 credit towards a brand new Citizen Watch coming to you. You can read more about this here:

  https://www.hurleyrobertsservice.com/post/2018/10/15/my-package-is-missing

  I am looking forward to your reply, hoping the package did show up and you are finally enjoying that watch!

  Standing by....

  Mark

• Initial Complaint

  07/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i sent my wrist watch, prepaid, for repair, on 4/26/2022. From that time I have requested a status update on 5/10, 6/10, 7/14 and have not received any communication other than this company was having staffing and supply issues. Because I have not received any communication I can only wonder if the business is operating. I would like some status update and the repairs expedited.

  

  Business response

  07/28/2022

  Hello Don,

  Thank you for reaching out to us via BBB. As I mentioned in my email to you yesterday, your watch is now scheduled to ship out to you within ten business days. I also processed a 10% discount / refund for your troubles. 

  Thank you for your amazing patience and we look forward to getting your watch back on your wrist for you to enjoy.

  Have a great weekend,

  ****

• Initial Complaint

  07/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I shipped my Citizen watch to Hurley Roberts Service Company on March 18, 2022. Subsequently, I submitted my payment online for the repair on Aril 28, 2022. When I sent an email in May to check on the repair status, I was told in an email by Hurley Roberts dated May 24 that my watch was being repaired at a "sister facility" instead, and it should not be too much long to complete the repair. In the same email, Hurley Roberts also indicated that I could contact them for an update anytime. On June 9, 2022, I contacted Hurley Roberts again for an update but did not receive a firm schedule for completion. Instead, Hurley Roberts indicated in this email that it would take three more weeks from "this stage" to get the watch back from its sister facility. On June 29, 2022, three weeks after the previous email exchange, I contacted Hurley Roberts again for an update. However, no response was received from Hurley Roberts to my request. I then followed up with two additional emails to Hurley Roberts on July 6 and July 11, respectively. All three recent emails to request update have been ignored. This repair has been a long and frustrating experience with Hurley Roberts. At this point, I suspect that Hurley Roberts and/or its sister facility might have lost my watch.

  

  Business response

  07/28/2022

  Hello ******, **** here. I apologize this process has not been quick. I did follow up on your repair. It is moving forward and as I just mentioned in an email to you, we expect it will ship out to you within fifteen business days. I have also processed a 10% discount / refund for your inconvenience. As you know, these are not normal times and many different aspects of our business have been affected, resulting in longer than normal turnaround times. We very much appreciate your patience and we are looking forward to getting your watch back on your wrist where it belongs.

  Have a great weekend,

  ****

  Customer response

  07/29/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is acceptable to me assuming my watch will be repaired and returned to me in 15 days as indicated in the email sent to me by Mr. *********************** of Hurley Roberts on 7/28/2022.
  
  Sincerely,
  
  *********************

  Customer response

  10/13/2022

  I filed my original complain on July 13, ****, against Hurley Roberts for extreme delay of my watch repair that was paid for on April 28, 2022. Two weeks after the complain, Hurley Roberts offered in an email a refund of 10% off the repair cost and indicated my watch would have been repaired and returned to me 15 days after that email. To date, three months after my original complain, my watch is still not repaired. For some reason, the status of my original complain on the BBB website was magically marked as "Resolved," which is completely not true.

  

  Business response

  10/14/2022

  Dear ******, 

  We are very sorry for the lapses in communication, and the frustration.

  We are operating with reduced personal and hours and are doing our best to resolve the backlogged communications as best and as soon as we can. 

  Unfortunately, the parts for the repair of your watch are on backorder.
  
  I have reached out to the factory service center in ********** which is the sister facility mentioned and hope to hear back from them in a few business days with an update on the backored parts.
  
  Please know we are closed Monday and Tuesday of next week so it may be the middle or end of next week until we can get back to you.
  
  Rest assured your watch is not lost but is indeed safe and sound with the factory service center in **********.

  Thank you for your patience and understanding.
  

  Sincerely,

  Mark
  
  

  Customer response

  10/18/2022

  In the response from Hurley Roberts, it says the business would check with its sister facility in ********** to find out what the backlog/repair situation was. However, I have not received any email from the business as of today what it has found out. I would prefer to make a decision to either accept or reject the response until after the additional information is provided. This business has given me many promises in the past regarding this matter that were not followed through. 

  

  Business response

  10/19/2022

  Dear ******,

  We have just heard back from our sister facility in ********** as follows;

  "I was able to get a response from the parts department and unfortunately the movement that was on backorder has been discontinued and is no longer available."

  This means unfortunately we will not be able to honor the previous repair.

  At this point in time we have two options.

  1) We can refund the cost of the previous repair and return your watch to you unrepaired.

  OR

  2) Citizen Watch has a trade in program which is essentially %50 off the **** of a new watch (with some exceptions) and shipping and handling. In addition to that %50 we would apply the cost of the previous repair to it.

  Please let us know which option you are interested.

   

  Sincerely,

  Mark

   

  Customer response

  10/20/2022

   
  Complaint: 17560446
  
  I am rejecting this response because: This business simply does not know what it is doing. It took the business seven months just to find out the repair part was discontinued. During the course of these seven months, they have made multiple promises in emails that the part was coming and the repair would be done soon. How could they made such promises when they didn't even check with the manufacturer about the availability of the part?! It is not like the manufacturer just decided to discontinue the part yesterday. Hurley Roberts is such a shady business that I hope BBB would investigate and make future customers aware of its practices and lack of care.
  
  Sincerely,
  
  *********************

  

  Business response

  10/20/2022

  Dear ******,

  As shown in the attachment we were just informed 2 days ago that the part was discontinued. 

  Until that point we were informed that the part was simply on backorder as shown in the secondary attachment.

  Per your request we are having the factory service center in ********** send back the watch to ** unrepaired.

  Once it arrives at our facility we will in turn ship it back to you.

  When it ships from our facility you will automatically get an email with tracking information.

   

  Customer response

  10/21/2022

   
  Complaint: 17560446
  
  I am rejecting this response because: It took the business 7 months to admit the part needed for the repair was discontinued by the manufacturer. During the long 7 months of wait, the business had been making false promises several times saying the part was coming and the repair was to be done soon. It appears that all these promises were lies until one day the business had to admit no part coming. It simply does not make sense for any legitimate business to take 7 months of making false promises without even first checking with the manufacturer about part availability. The manufacturer would have informed the business of the availability situation right away if the business had actually checked with it. Therefore, this business appears to have a business model that collects repair payment from customers and sit on it until the customers insist on the repair being done. I recommend BBB expose the illegitimate practice of this business.
  
  Sincerely,
  
  *********************

• Initial Complaint

  05/28/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Here is a copy of the last email that was sent to Hurley Roberts:Gentlemen,Here we go again.I sent these three watches to you on August 21st of last year.Have duly paid for the repair of two and the return of one watch.It is now 23rd May of the following year. some nine months later and still no watches.This is getting to be ludicrous.Dare I ask what is happening now, or better still when will something happen?Please let me know I will not be holding my breath, but by the end of the month, I will be wanting my watches returned and the monies paid to you back in September also returned to me forthwith.Have a wonderful day

  

  Business response

  05/31/2022

  Thank you ******* for reaching out to us and sharing your thoughts via BBB. 

  I am very sorry your repairs have taken so very long. The two watches that you are having repaired are both unique and require special TLC. In addition, we have been very busy and working through lingering supply chain issues and labor issues. Despite all that, we are very, very sorry it has taken an especially long time to restore those watches and get them back on your wrist where they belong. As I communicated via email, those watches are scheduled to ship out to you tomorrow, assuming they pass quality control. In addition I issued a 10% refund for your inconvenience. 

  Thank you for your amazing patience and I trust you will enjoy both watches, trouble-free, for years to come!

  **** and the HRS Team

  Customer response

  05/31/2022

   
  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 look forward to them complying with their statement of delivery, although after such a long period of time, I do not hold much hope.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  03/11/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In October 2021 I sent a Citizen Dive watch that was previously repaired by Hurley Roberts back to them because I cracked the ******** I was quoted and paid $158.65. I then was informed that the repair would take 12 weeks. Since I believed this information should have been told upfront before I paid, I questioned why I had to pay the entire amount upfront when they would have the watch for 3 months. I was offered a refund, return of my unrepaired watch or a refund of half the invoice and leave the watch with Hurley Roberts with the understanding that they needed the prepayment to order parts. I left the watch with Hurley Roberts. After 14 weeks, I asked for a progress report. I was told my watch was moving along and would be returned soon. I then received an email that the watch would be delayed another 4 weeks as they had to order parts. As they told me they were ordering parts in October, I was annoyed hearing this. After several emails back and forth, I decided to leave my watch with Hurley for the additional 3 weeks. After 6 weeks, I again asked Hurley when I would see my watch. I was sent back a form letter telling me there are additional delays in the repair department and things are moving along. I then asked for a refund of my prepayment and return of my unrepaired watch. Hurley Roberts has not responded to my request.Hurley Roberts is completely unprofessional regarding the repairs, ordering and fulfillment of on-time performance. To see that they still have received an A+ rating from BBB surprises me considering the number of poor reviews of late.Email correspondence is available upon request.

  

  Business response

  03/21/2022

  Hello again sir,

  I am very sorry parts delays affected your watch repair so significantly. The watch has cleared quality control and as you know, I applied a 10% discount to you invoice for your inconvenience. 

  We look forward to getting this watch back on your wrist for you to finally enjoy! I hope you enjoy this timepiece, trouble-free, for many years to come!

  The HRS Team

  Customer response

  03/24/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  While I am not completely satisfied with the way this has been handled, I will accept the fact it has been resolved.  This business is in serious denial as to their customer ********************** issues and does not deserve an A rating.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  03/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The watch was working when sent in previously for a complete overhaul, batteries, ************************** etc. We were told it would be a brand new watch when returned. After it was returned to my husband, it appeared to be working. He didnt wear it except for one day snorkling at the beach (this is a "dive watch" with a diver computer), then to dinner. At dinner it was discovered the watch was not working. We promptly returned for repair. After 9 months with no communication specifically about the watch (I emailed them 6 or seven times with no response) we are told he unscrewed the crown and water was inside. He didn't bother with the crown because time etc were set when it was returned. I have basically been called a liar and am being charged for the repairs which should be taken care of by Hurley Roberts, for a faulty repair.

  

  Business response

  03/21/2022

  I am very sorry for the delay in evaluating your watch. 

  As the Repair Manager stated in the invoice, the issue you are experiencing is not a failure of the watch. The s**** down crown was left open before exposure to water. We obviously have no idea how that happened but from the extent of the damage, it is clear that is exactly what happened here. We restore many hundreds of Citizen Dive watches each and every year for decades. Some, not many, but some do come back with issues. We have not seen this type of damage in years. I realize we will have to agree to disagree as to what happened here and who is responsible. The invoice we issued was discounted by 40% so that we are basically doing the work at cost so the watch can be enjoyed again.

   

*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. ↩