Complaints

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.

• Initial Complaint

  Date:05/07/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 mailed my Citizen watch into this business for repair in early February 2025. It was logged into the Hurley system on Feb 25th, 2025. See e-mail confirmation of receipt at the end of the complaint. I have not heard anything from them since. I have left repeated voice messages and multiple e-mails. I have never spoken to a real person, no person has returned my messages, and all the e-mails I received back in response to inquiries are computer generated. I am fairly sure at this point that they have either stolen my watch, lost my watch, and/or have no intention of repairing it at all. I would like to be compensated for this loss and cannot get in contact with anyone responsible at the company. Please help. Thanks! On Tuesday, February 25, 2025 at 03:45:14 PM EST, ************* ************************************* wrote:Hi *****,We are happy to report that your watch information has just been entered into our computer *********** will receive another email in the near future from us with the evaluation and estimate for repair. Of course we do no work without your prior okay; your payment is your approval.If you don't see that email in 7-12 business days, please consider checking your spam ********** some cases, further research must be done before an estimate can be issued. In these cases, the estimate may be somewhat delayed.Please note, the ********************* will come from *************************** Thank you for allowing us to serve you. We are looking forward to getting your watch back on your wrist where it belongs.Thank you,Max *********************************** Hurley Roberts Service your Authorized Citizen Factory Service Center Expert Watch Repair Since 1983 ************ / ************************** ************************************************************* **************************************** ** Please note that due to high volume this time frame may be longer than expected. Your patience is always appreciated!H ********* R *********** Authorized Citizen Factory Service Center

  

  Business Response

  Date: 05/08/2025

  Dear *****,

  We are very confused by your statements.

  Our records indicate we have responded to every email you sent to us.

  The one on February 14 was responded to on the 17th.

  The one on the 25th was responded to on the 27th.

  Then our last email from you was on March 13th and we responded on the 17th.

  As you can see from this all our email responses were within our 5-7 business day time frame for email response times.

  Also after that we heard nothing from you.

  With all that being said your watch was and is not lost.

  There was a delay in generating an estimate for the repair of your watch due to its age.

  However, we are pleased to inform you we have generated and will be sending the estimate for the repair shortly.

  Thank you so much for your patience and understanding.

   

   

   

   

  Customer Answer

  Date: 05/08/2025

  Thanks to the intervention of the BBB, I have received an actual e-mail from the company, at this time, that was not an auto-generated computer response.  However, I have not received a tracking number for my watch, nor an estimate for repair.  I recommend leaving this complaint open until such a time as the tracking number and estimate is submitted to me by the company.  They originally promised tracking information within 7-12 days of receipt of the watch.  That was in February and it is now May.  I am afraid that due to their previous negligence and failure to respond, I don't really trust that they will get me an estimate or tracking number until I see it.  Please leave the complaint open until this part of the company's obligation is met.  Thanks!

   

  ---*****

• Initial Complaint

  Date:04/07/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  My Citizens Eco watch stopped charging. They received the watch in mid-December, provided me with an estimate, and I paid them in advance $200 to do the ********, 3 and 1/2 months later, I finally received the watch. It still will not charge!It is practically impossible to get them to respond or give you any information. They have an online system, but it kept telling me I should have it in 2 to 3 weeks and I never received it.l If you try to call, they tell you they only take calls 3 days a week between the hours of 11:00 and 3:00. No option for leaving a message.I have filed a complaint with Citizens corporate since Hurley Roberts is an "authorized" Citizens repair company.I have also requested a return of my $200. This time I will send it to Citizens not an "authorized" repair company.

  

  Business Response

  Date: 04/08/2025

  Dear ******,

  Your watch was repaired and delivered to you three days ago:

  Here is the tracking information;

  **********************************************************************************

   

   

   

  Customer Answer

  Date: 04/09/2025

   
  Complaint: 23172234
  
  I am rejecting this response because:

  I never questioned receiving the watch. My complaint was that after 3 and 1/2 months and paying $200, the watch was not repaired. I don't want to use this company anymore. I want to send the watch to Citizens for repair. I want a refund from Hurley Roberts.
  
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 04/09/2025

  Dear ******,

  We are sorry for the confusion.

  However, rest assured your watch was repaired with a new case, band and movement.

  As such we cannot simply provide a refund.

  It would be no different then going to a car dealership and having them replace the tires and windshield and replacing the engine, and then when the car doesn't work asking for a full refund despite the new tires and the new windshield.

  We are however, more than happy to take a look at the watch and see why despite using these new parts that the watch has failed.

  It should not take as long as the original delay was with parts which were on backorder.

  Customer Answer

  Date: 04/09/2025

   
  Complaint: 23172234
  
  I am rejecting this response because:
  I do not trust this company to repair my watch correctly. As previously stated in the complaint, they had the watch for over 3 1/2 months and still could not repair it correctly. The company states the reason they do not want to refund my money is because everything is new.  That may be, but it still doesn't work so it is useless to me the way it is.

  I'm awaiting a response from Citizens corporate. I want them to repair the watch for me, but I don't think it is fair for me to have to pay again. As I stated earlier, Hurley Roberts is an authorized service dealer for citizens and since they can't fix it, they should allow me to send it to citizens and not have to pay again.

   

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

• Initial Complaint

  Date:04/02/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 sent my watch to Hurley Roberts Service in January of 2024. I received a repair quote on 10/13/2024 for $435.55 which I thought was too much. I asked to have my watch sent back multiple times and could not get a response. There is no way to talk with this company and they do not answer emails sent except for the generic emails that are worthless. On 10/23/2024 I decided to pay for the repair and paid the $435.55, I received an email thanking me and was told the watch would be repaired in 3 - 12 weeks. It's now been 23 weeks and I am done. As suggested in their system, I checked the status on my repair again today and it's the same lame non specific response. They have had my watch for 15 months. I want the repaired watch back in 2 weeks or I want a full refund and my watch returned in 2 weeks. I don't know how this company can stay in business with the extremely poor customer **********************. Thank you for your help.

  

  Business Response

  Date: 04/02/2025

  Dear *****,

  As we responded to your email the watch you sent us your watch is a very old and unique model manufactured 29 years ago.

  Citizen Watch typically discontinues parts after 10 years from the time of manufacturing meaning that the parts have been discontinued for 19 years.

  Because we have been a Citizen Watch service center for 40+ years we have many of these older parts.

  With that being said even we run out of these older parts after so many years.

  That is why as stated it takes a very long time to not only get the parts needed but also do the one on one specialized repair that is required for these older Citizen dive watches.

  We hope this helps explain why this is not like the normal situation in which we do often complete the repairs in 3-12 weeks as stated, and thank you for your patience and understanding.

   

   

   

• Initial Complaint

  Date:03/27/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 sent in my Citizen Promaster Aqualand I Quartz dive watch for refurbishing last April 2024. Paid them $ ****** plus dollars for the repair. Still dont have it back. No one will answer a phone or email from me. Dont know how else to resolve this matter.

  

  Business Response

  Date: 03/27/2025

  Dear ****,

  We are sorry we missed your communications.

  The service manager has tried to call you three times over the past couple of days but only got a voice message.

  We were waiting on some parts needed to service the movement.

  However as you stated it has been a long time.

  As such we ordered a new movement at no additional cost to you, and expect to receive it within about a week or so.

  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.
  
  
  
  
  
  

  Customer Answer

  Date: 03/28/2025

   
  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

  Date:03/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 sent my Citizen watch to Hurley Roberts Service in July of 2024. I received an estimate of repair cost, approved the repair, and paid forbthe repair to be done. After several months I attempted to get a status of the repair. I called many times and the phone was answered by an automated recording stating that I could check the status of my watch online. I checked the status multiple times and there was no update. I have tried emailing the customer care department many times and have gotten no response. At this point, I am out of options and need help with this situation. I either want my watch back repaired or unrepaired with a full refund.

  

  Business Response

  Date: 03/19/2025

  Dear *******,

  We are sorry for the delay in the repair of your watch.

  Unfortunately, what had occurred is that your watch failed quality control so that a minor gasket change plus a new battery did not resolve the issue.

  While it has taken us a while we were finally able to track down the necessary additional parts and expect to complete the repair in about 1-2 weeks.

  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.
  

  As it has been some time we would appreciate a reply to our email chain letting us know your current shipping address.

  
  
  

• Initial Complaint

  Date:02/18/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Sent my Citizen watch for repairs and paid $ ****** after receiving their estimate. This was on 5/30/2024 . Then after no response in August they said they had all the parts , then they said there are parts on back order. Last month I requested a full refund any my watch back and they agreed to, but now have been unresponsive. Unfortunately filling this complaint to resolve this issue. Thank you for any help you can be .

  

  Business Response

  Date: 02/19/2025

  Dear *****,

  I are very sorry for the delay in getting your watch back with a refund.

  As mentioned this process typically takes a minimum of 7 to 15 business days, and is done by the service manager.

  However, it should have been resolved by now.

  I will make sure to forward this to the service manager so he can get it resolved as soon as he can.

  Please know as soon as they watch and refund ship from our facility you will get an automatic email with tracking information.

  Thank you for your patience and understanding.

  Customer Answer

  Date: 02/19/2025

   
  Complaint: 22957394
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ******

  Customer Answer

  Date: 03/07/2025

  I still have not received my watch or refund from this company. I filed a complaint a month ago with you. Theyve responded to have it resolved by sending a refund which they have not done.

  

  Business Response

  Date: 03/10/2025

  Dear *****,

  We are sorry for the missed correspondence.

  As of right now your watch is still disassembled in the service manager's area.

  He does not usually do the re-assembling but the processing.

  We will make sure he is notified to get this into the technician's area to be re-assembled.

  It will probably be moved into the technicians area by the end of this week.

  As it will be done as part of a group it should be resolved in about 2 weeks from that point.

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

   

  Customer Answer

  Date: 03/11/2025

   
  Complaint: 22957394
  
  I am rejecting this response because:
  Ive been waiting for a year to get my watch back . Your team has an excuse for 2 more weeks for the last 6 months ? If there are parts that are still on back order , you need a new supplier. I cant even get my watch back still broken !? Please send my watch back today with out any more excuses. 
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 03/11/2025

  Dear *****,

  As an official Citizen Watch service center we can only use genuine Citizen Watch parts, and for each watch this typically means very unique parts.

  Unfortunately, this can mean that the back ordered parts has to be ordered or even in the worst cases re-manufactured from overseas.

  As noted in our last correspondence we can and per your request will send your watch back un-repaired.

  However, right now it is literally in pieces dissembled.

  As such we are going to forward your watch back into the repair area to be re-assembled and then we can send your watch back to you un-repaired.

• Initial Complaint

  Date:02/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 December 14, 2024 I paid $60.65 to get my watch repaired. According to the invoice no parts needed to be ordered and the watch just needed a factory reset and a charge. There is a due date of Feb 11, 2025 on the invoice. I have tried and tried via phone calls and emails to find out why my watch is not done and what is the status. The online status lookup just says "thanks for letting us fix your watch" and have not changed since December. I have not gotten in touch with anybody. Nobody will reply to an email. They only answer their phone a few hours 3 times a day and I feel that maybe my expensive watch has been lost to a scam or something. I have used this company before and yes they are very slow but they always at least returned an email. Now it's total darkness and I got no idea what to do. I want my watch back. I paid for a service and feel something is not right this time.

  

  Business Response

  Date: 02/17/2025

  Dear *****,

  We are very sorry we missed your earlier communications.

  However, we are pleased to inform you that your watch just recently finished being repaired and should be ready to ship out in the next few business days.

  There was a small delay in getting your watch repaired and back to you.
  
  After doing multiple recharging and resetting the watch was not responding as we would have liked.
  
  It took a while for us to determine the further steps and things needed to be done to resolve the issue.
  
  We are however pleased to say that we have finally managed to get everything resolved.
  
  When it ships you will be getting an automatic email with tracking information.
  
  Thank you for your patience and understanding

   

• Initial Complaint

  Date:02/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Dear BBB,I am reaching out to request help for the repair of my watch or get an update on the status. I sent my watch for repair along with the Citizen warranty certificate, and it was delivered on April 22, 2024, as confirmed by **** tracking. The closest authorized repair service, Hurley Roberts, has been handling my repair.On September 9, 2024, I received a response from the Care Watch Team at Hurley Roberts regarding my inquiry through their website. They informed me that they were undergoing a system update at their new facility. I replied with gratitude and expressed my anticipation for further updates.On October 23, 2024, I finally obtained my Watch Repair Case Status number and have been tracking its status since then. The Care Watch Team has been responsive to my emails, with the last communication on October 29, 2024. When I checked again on December 14, 2024, I was pleased to see an update indicating that my watch information had been entered into their system, and I should expect further communication from a different email address.However, I have yet to receive any updates about the repair status, as it continues to show the same information. Additionally, I have attempted to call their office multiple times but an answering machine that only advises to call back.I also contacted Citizen Watch, and they advised me to follow up with Hurley Roberts. If I do not receive a response within a few days, I should reach out to Citizen again.I have sent emails to *********************************** and ******************************@**************************** need assistance in obtaining the status of my watch repair. I sent it within the warranty period, hoping to receive it back in a timely manner.Thank you for your help. I look forward to hearing from you soon.

  

  Business Response

  Date: 02/13/2025

  Dear ****,

  We are sorry we missed your earlier communications.

  Rest assured your watch arrived at our facility safe and sound.

  It was put in our watch safe for safe keeping because of its value while it was being diagnosed.

  Unfortunately, it fell between the cracks.

  We have forwarded this issue to the service manager so that he can hopefully resolve this as soon as possible and or at least get back to you with more information.

  Thank you for you patience and understanding.

   

   

   

• Initial Complaint

  Date:01/29/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 sent in my watch which was logged at Hurley Roberts on Dec 20th, 2023. I received a quote for repairs which I paid on Dec 27th, 2023 (C331214), with an expectation communicated to me that the repair could take a few months. As time drew on, I contacted them for an update by phone which I managed to get through on Feb 6th, 2023 where I was told my watch face was special, and the parts were on order to arrive in a few weeks. I managed to contact them again by phone on March 27th, 2023 where I was informed that the parts were on their way, and I should expect an update soon. Then came the absolutely infuriating "phone system upgrade", where the only contact method to this business appears to be to this day, via email, if they answer that. It seems this upgrade was to simply turn off their phones. Below is a summary of my attempts at contact.I would prefer my watch be repaired as agreed, but I need my watch returned in the exact state it was when it was sent to them (assembled) if this is deemed impossible.Below is the entire timeline:11/16/2023 - Initial call for questions 12/13/2023 - Label created and watch sent 12/20/2023 - Watch logged in at facility 12/23/2023 - Invoice/Repair quote sent 12/27/2023 - Invoice paid for full repair 1/26/2024 - Called no answer 1/30/2024 - Called no answer 1/26/2024 - Called no answer 2/6/2024 - Called told parts were on order 2/12/2024 - Email communicating parts delay 3/13/2024 - Called no answer 3/19/2024 - Called no answer 3/27/2024 - Called, repair tech, most parts in, watch hands on order 5/7/2024 - Called no answer ... Im out of characters, but since 5/7/2024 Ive called and gotten no answer an additional 18 times, Tuesday through Thursday, 11-3.I have sent 6 emails as well, all but one was ignored, and the one response I have was from June 25 with a 2-3 weeks eta. this same thread had an update on Aug 26th, that the parts were still not in.

  

  Business Response

  Date: 01/29/2025

  Dear *****,

  We are sorry for the lack of reply to your communications.

  As you are aware the parts have been on back order for very long time despite our best and hardest attempts. 

  The good news is that we are finally expecting to get the last of the back ordered parts by the middle or end of next week.

  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 Answer

  Date: 03/03/2025

   
  Complaint: ********
  
  I am rejecting this response because: 

  This is a followup to a previous complaint (********) about my watch taking over a year to complete, with incredibly limited communication from Hurley Roberts. In the most recent communication I was told the parts would arrive one week from the complaint filling, followed by 2-3 weeks for the repairs. It is now been over four weeks with no update in the progress of my repair using the online status page. I need someone to personally validate that the parts are in at this time, and the repair is to be competed within the week.

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

  

  Business Response

  Date: 03/07/2025

  Dear *****,

  I have confirmation from the service manager that the parts while were delayed from our original estimate have arrived.

  Your watch was moved into the service area yesterday.

  Repairs at this point in time take about 2-3 weeks 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

  Date:01/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 sent my watch into Hurley Roberts to be serviced. Every time I call, I get no answer from a person, even during their so-called "phone answering time of 11am-3pm, Tues, Weds, and Thurs." Upon receipt of my watch, I wore it only a few times. Then the second hand fell off. I then returned the watch for a warranty period and have not received an update, nor will they answer calls or emails. They have now had my watch for well over a year combined. I just want my watch fixed and returned per their warranty policy, which my watch was still in when I sent it. I never had a problem with my watch hands until they "fixed it."

  

  Business Response

  Date: 01/16/2025

  Dear ****,

  4 hours ago we replied to your email for a status as follows;

  We are sorry for the delay in getting your watch repaired and back to you.
  
  Unfortunately, parts have been on backorder all this time despite our best efforts to get them in sooner.
  
  The good news is that we expect to get those parts in with our next reordering of parts in about a week or so.
  
  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.