Hurley Roberts Service Co. / CBS Watch Material
Reviews and Complaints

As a first time customer using Hurley Roberts Services Co during a pandemic it appeared to cause an unavoidable delay. It was a short delay. Such high quality service and workmanship was worth the wait. I highly recommend this company and would gladly use their services again. Companies like this one set a high standard for service and workmanship. They earned my trust. My beloved citizens eco-drive is back on my wrist. I'm excited to have this precious gift back. This company's website and service was easy to use. I used their online contact email for all communications. They were responsive and clear whenever I made any inquiries or asked for updates. Thank you very much to Hurley Roberts Service Co.

I was impressed with the communications from start to finish. Shipping instructions were clear and I was notified of the progress of every stage of the repair, even when the package with the watch had arrived in my mailbox. Hurley Roberts anticipated each point where the customer might have apprehension. After all, you are asked send in your watch and then pay before the repairs are accomplished. They made the shipping easy, notified me when the watch arrived, explained any delays, sent an estimate for the cost of repairs, notified me when the watch was repaired and on its way back to me, and even notified me when the watch had been delivered. Went to my porch and there it was. Watch looks like a new one. Exceptional customer service.

My experience with the watch service was absolutely second-to-none! The entire process was explained clearly and concisely up front, before anything else was done. They inform you of what will be done and how long it will take from start to finish. They realize that you are entrusting an expensive old friend to their care and custody for several weeks and they treat you and your watch with that in mind throughout the entire process. They even provide you with updates on receiving the watch and where it is in the process. I couldn't be more happy with both the process and particularly the benefit and results these fine craftsmen produce. I have a brand new watch! Trust no one else with your watch and its refurbishment! The service in Panama City, Florida

I have threatened to sell my watch a time or two. Still the great service and prices hold me steadfast to an old technology. Citizen AT Flight Watch: Solar panel and receives the atomic clock radio time from Denver. I am in Florida and I am spot on the second. Watch is a bit over kill. However, I am a perfectionist. Oh, these guys are perfection on fixing your valued time piece. I got a crystal replacement last year and it is better than the original Japan model. Americans just rock at work. Proud of the work they have done and I get yearly reminders to have it checked. I give my list of grips and find out it was operator error. They send a new manual for free. What is not to like? Thanks to *** and crew. I appreciate them a lot. ***, they put up with me too.

Hurley Roberts is simply a fantastic watch repair company in a world filled with many competitors who seem to be of much lower caliber. Their business processes are excellent, and they always provide the customer with useful information in a transparent way. They warned that the repair would take several months due to all the inefficiencies that COVID has caused, and they updated us on their progress. When we received the watch, after timely and ample notification of tracking numbers, etc., my wife was thrilled that her 12-year-old watch looked and worked like new. They include test data for the watch showing measured results for leak testing which provides extra confidence that this is a great company. I plan to highly recommend them to anyone that needs a watch repaired, and I hope that someday they expand into car repairs!

Even working through obstacles created by Covid-19, Hurley Roberts Service Co.'s attention to customer service was outstanding. After receiving my Citizens Calibre Eco-Drive watch they emailed me to let me know it arrived and I would receive another email in a few days for the estimate of the repairs. The email arrived with a very detailed and well priced estimate. I paid the invoice through the link provided which generated an immediate reciept. I was then was told it could take up to 8 weeks for repair but I would be notified when it was going through the quality check after the repair and then another email when it was shipped. Seven weeks later and the watch was on my wrist and looked fantastic. Job Well Done! Very professional and great value for the service. Highly recommend to anyone who does not have a local watch repair and needs work done.

I have a 16-year-old Citizen Eco-Drive Divemaster that had been sitting idle in my safe for 6 years. The movement wasn't happening. The band was in bad shape from hundreds of dives. The hands had faded. I wasn't sure what to do with it. I met with my local jeweler, who is my authorized Rolex dealer and repair point, but he couldn't service Citizen. I looked on-line for an authorized repair and came across Hurley Roberts and their offer to pay for shipping to assess and provide an estimate. They sent a shipping label; I sent the watch. They gave me an estimate and I approved and paid for the repairs and refurbishing. The pandemic unfortunately led to a longer delay in parts. But I let it sit for six years so what was six months with them. They were very good to provide updates and respond to any questions quickly. The watch came back to me and looks stunning. I'm glad I did it.

This repair was a 'warranty' repair... I had the watch repaired last year - very lengthy period (nearly 3 months - which, to be fair, I was warned about due to summer hours and staffing). the repaired watch worked great until suddenly unable to set time - hour hand stuck. Now... that was the 'bad' news. the GOOD news is that once I contacted Y'all I sent the watch in...fully expecting to receive a "run-around" and being told that it wasn't a warranty repair- and that I'd have a 'fight' on my hands to get the repair done under the warranty; without ANY fuss, the watch was repaired free and returned to me within 3 weeks (which, in this case is considerably better than the original repair period). Overall, I'm VERY happy with Hurley Roberts repair and will continue to use them in the future, should another repair to my Citizen Blue Angels watch be required. Call me a 'satisfied client'...

Hello ComplaintsBoard.com,
I bought a strap for my Citizen NaviHawk on April 24th. It's not a old model (just in case)
On April 28th they sent an email to me saying "While the watch band/strap you ordered is available, it is currently not in stock. We have ordered the band/strap for you and typically it takes 7-15 working days to receive these orders. (There are cases when we can ship sooner :-) As soon as the band/strap arrives, we will ship it to you."
On May 13th i sent a follow-up email. HRS replied: "The factory is currently closed due to the virus. We hope that they will be open soon and we can place another order for your band at that time."
On June 6th, June 8th and today I sent another follow-up email and guess what: nothing from HRS.
Today June 11th I called to HRS and nothing.
I really understand COVID-19 situation but I just need an update to take some decision (the strap is expensive). Or my money back.

Citizen watch was getting unreliable. Sent it in, though there was some understandable COVID delay. Estimate came in at just under $190. Money paid, and watch sent.

Turns out that they had to send this watch into the Citizen repair shop in California. I got it back, thought it was set correctly, but some days later it was bonkers. After some difficulty (and communications with Hurley Roberts) I was able to do a reset (essentially a reboot) and get it working at local time refreshed via radio. Didn't wear it that much, but kept it in a location where it got light and radio sync. One day I was going to wear it, and the watch had gone bonkers again...Same old problem.

I still have a watch that I can't trust enough to wear. I'm out the money but certainly can't sell the watch or even give it away in good faith. All the repair and shipping costs are money lost, so the only action remaining is to toss it into the trash.

They were very informative and kept me informed by email. - just to let me know that they had not forgotten about me. Because of the watch is a very complicated watch with many moving parts that had to be ordered. none of the local jewelry/watch repair service could fix it. One of the watch repair service company suggested i call Hurley *** Service *** and gave me a phone number to call. They were most helpful and gave me mailing instructions on how to mail the watch to them. They also informed me up-front that that it may take a while to get the watch back because of the complication of the watch and how long it would take the parts to come in because of the pandemic. They were having issues getting parts but would keep me inform by email, which they did. It took five month to get the watch back which was ok because the watch had not worked in over 4 or so year and he wasn't wearing anyway. The watch works great and my son is very please with it.

I purchased my Citizen CO23 Promaster Aqualand way back in 1993. I was heartbroken when I realized it had ceased to function this year. I was told no one could repair the watch, as parts were obsolete. I ignored those warnings and sent my watch to Hurley Robert's for evaluation. I was elated when the statement arrived that they were able to completely refurbish my watch and stated it would be as it was the day I purchased it in 1993! It wasn't cheap and it took a few months, due to COVID 19 restrictions, but my watch looks and operates like new! Dealing with Hurley Roberts couldn't possibly be any easier, as they fully explain the entire process from day one. They will supply you with a comprehensive assessment to repair your watch and allow you to approve or disapprove the repairs. Once they have your watch, they periodically send you updates and keep you in the loop. They are extremely professional and easy to work with too. I highly recommend Hurley Roberts Service Center to anyone in the need of specialized repairs or service for their Citizen timepieces!

My Citizen Radio Controlled watch was one of the first that Citizen Sold. I wore it until it finally quit a year ago. I don't remember exactly when I purchased it, but it was before 1999. I had one that required returning due to a minor error with the dates after 2000. Got it back a couple of weeks later. It kept PERFECT time WRT to NBS WWVB ! I did not know about Hurley Roberts Service Co. until I did a search. Made a call to them and they assured me that they could fix it and return it to near "original condition". Obviously, I was suspicious because it had many scratches and the crystal was VERY warn, etc. Well, I was WRONG! Got it back a few days ago, and thought that they had sent me a new watch! It not only looked nearly new, but it was difficult to tell where the various scratches on the metal band and watch case were...they were GONE, a new crystal and bezel finished the job and it was precisely on time! Money spent was well below the cost of a new watch, but I had already purchased a new one. Now I have a new dress watch and my faithful work watch precisely in step with WWVB. Can't beat that with a BIG Stick!
*** R. ***, P.E. (ret.)

I bought a 2nd hand Citizen *** AT from an older gentleman who no longer wore it. Got it for a fair price even though I knew that the second hand was loose and off the post. Searched around for a reputable Citizen service center and found Hurley Roberts Service. A quick check on the ComplaintsBoard.com and other reviews and decided to send my watch in for repair. They had already told me to prepare for many months lead time for my watch to be repaired and sent back. I was fine with that. They sent me a full estimate in detail with all associated costs for repair. My watch was dated to June so I decided to have a major gasket replacement done at the same time as the initial repair. HRS repaired my watch and replaced all gaskets. After about 5 months my watch was returned in like new condition. A full detailed report of repairs as well as a pressure test report to verify that the watch was sealed again was provided. They also provided an instruction sheet on how to operate the various features on the watch. Much appreciated. I am completely satisfied with the professional service that Hurley Roberts provided to get my watch in like new condition. I highly recommend them for keeping your Citizen watch in top condition to provide many years of service.

Absolutely wonderful experience...met all my expectations. When my "indestructible" Citizen Eco-Drive watch stopped updating and maintaining the proper time...I looked high and low for someone to perform a proper repair. It was a gift from my wife and, quite frankly, I wouldn't have another after years of solid, reliable service (I love my wife and I'm talking about my watch). As it turns out, there are only a handful of of authorized repair locations around our nation...being located in Alabama, I chose the Hurley Roberts shop out of the Atlanta area with my trusted (and personally valued) possession. My expectations were not misplaced. From the beginning of the process to the end, the Hurley Roberts on-line resources and customer service department (Thanks G) guided me through the procedure to submit my watch for diagnosis , repair, and ultimately return. Their feedback to me during the process was timely and informative. There really are no shortcuts to the restoration of an esteemed time-piece, and my experience with the Hurley Roberts folks was well worth the effort and price point (which, by the way, was quite reasonable). This Hurley Roberts Service shop carries my highest recommendation for maintenance and quality workmanship.

Mike U

I sent my watch to be repaired here and it was returned without being fixed. I requested a refund and was not given one. I sent my watch to be repaired to this company and they kept the watch for about 3-4 months. I was told they had to keep the watch for this long due to the pandemic. When the watch was returned to me, it was still not fixed. I had already paid for the watch to be repaired, but when it was returned to me it still was not fixed. When I e-mailed the company, they wanted me to return the watch to them (attn: Mark ***, Operations Manager). I decided not to return the watch to them because it took too long the first time. I sent my watch to the citizen watch company in California and was able to have it repaired faster and a cheaper price.

watch was sent to Hurley Roberts for analysis(record CXXXXXX) They gave estimate, I agreed and paid for the work in July. Still have not received. They have shut their phone service down so you can't speak to anyone. Sent watch in, got estimate and an ETR of 8 weeks. Paid for work in July. Case number CXXXXXX. On 9/10 I received an email that my watch was about to go into their repair shop and should be completed in 7 to 20 days. I received a similar email on 10/27. I sent for updated status several times, on 11/25 I received an email from Mark telling me: WOW! That watch has been here for a very, very long time. We will get back to you next week with an update. Thank you for your amazing patience! Happy Thanksgiving. Thank you for allowing us to serve you! Mark Since then they have gone dark, not answering emails. They have shut their phone service down so you can't speak to anyone. I have been sending emails regularly and have not received a response since 11/25

The company charged me for items not in stock. Then said I'd be refunded it's been over 10 days without a refund or update. Item was purchased online Feb 19. My card was immediately charged. There was never an indication items were not in stock. An email was sent the following day saying it would be 7-15 working days. They also linked a blog explaining why they felt right to charge the card for items they didn't have to sell yet. It had been a month so I emailed them back asking the status of my order and if it was not shipping that week to cancel and refund me. They mailed me back that I'd be refunded and receive an email about the refund, its been over 11 days since that email with no updates. A card charge back should take an AR department all of five minutes to process. This company seems to operate in a very shady practice of claiming and utilizing money they have no earned. Covid-19 or not they can't steal from customers pockets and hold onto the money for excessive lengths of time.