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:03/31/2025

  Type:Billing 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 attempted multiple time to speak to someone about my account but no one will talk to me about how much my account is worth and no one will assist me in closing my account they say they will have someone call but no one does

  

  Business Response

  Date: 04/10/2025

  *** takes all complaints and customer experience very seriously. *** apologizes for any inadvertent delay and has spoken with our customer facilitating the requested liquidation. Our customer considers the matter to be resolved.

• Initial Complaint

  Date:03/28/2025

  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.

  Dont even think about dealing with this company, unless you are trying to lose half your portfolio value the day you say hi to them!1-Misleading sales practices, they lead you to believe you are buying gold coins based on the spot price of gold only, and they fail to inform you they will be charging you almost 100% premium.2-Poor customer service experience, and false communications. 3-If you think you are investing in physical gold, think again! You are actually buying coins from a greedy dealer for a price he deems the coins are worth, then after you buy them, he deems their value at half what you paid, hence the almost 100% sales premium he charged you. And good luck after that getting any proper explanation of what happened.4-My details: On May 2024 I PURCHASED 250 GOLD COINS from this company for a total of 270k, that was most of my money saved into my *** over the years of hard work. The price of gold on the market was $2340.50 an ounce. They told me that I will be getting coins based on that price.I trusted them and was a happy camper seeing the price of gold trending up and up since I bought it, and never bothered to log online with their gold custodian to check on my portfolio value. Up till recently, on March 2025 when gold was shining on CNBC screen at above $3000 an ounce, I thought for sure I made a good run and gained 25 to 30% return on my gold. That is when I logged to check, and boom! I say my gold at a **** half of what I invested. Panicked and confused I called them just to get a poor customer service, no or late return of my calls, and they claimed they have a better valuation than the custodian value, after few days they come back with 195k buy back ******** brief, dont even think about dealing with those greedy sales people claiming to act as investment advisors, gold go up by 30% and you lose 30% ! Great scam Hartford Gold

  

  Business Response

  Date: 04/10/2025

  *** takes all complaints and customer experience very seriously and has spoken with our customer providing a resolution. Our customer considers the matter to be resolved.

   

• Initial Complaint

  Date:03/24/2025

  Type:Billing 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.

  *** handled my purchase of precious metals in 2023. At that time, they have made a mistake with my purchase and caused it to be granted to a different person with the same name. The wrong account was closed and a new one in my name opened again. As partial compensation for their mistake they agreed to pay my fees for 5 years. This year I received a bill from Equity trust indicating the fees are not paid. I contacted ***, ****** ******, replied that she would take care of it, and it would take 3-5 days. I received another notice on 3/23/25 from Equity that the fees are still not paid, and I could be charged a late fee. I contacted ****** again and now she says my account was closed and they don't owe any fees. I'm asking for reimbursement of any missing funds and payment of the annual fees in advance. I will also consider a civil suit.

  

  Business Response

  Date: 04/14/2025

  AHG apologizes for any inadvertent inconvenience and has paid annual custodial fees per our original promotion. *** has also requested that the custodian sends confirmation of fee payment to our customer. Our customer has indicated that once confirmation of fees had been received he would consider the matter to be resolved.

   

  Customer Answer

  Date: 04/15/2025

   
  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:02/18/2025

  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.

  01/28/25. Not knowing who to call, I picked American Hartford Gold. I contacted via phone and talked to one of there agents. I informed him that I did not know very much about gold coins but after reading about coin I decided to invest $50,000 in, American Eagle one ounce gold coins. He immediately tried to convince me to buy other coins, he started to use words like numismatics spread, spot price , rounds and other coin terms, I was completely confused. He convinced me to by other coins. A few days later I received the coins and started to look a them when I realized they on amount to 11 ounces. I immediately called back and ask where was my other approximately $18000 that I sent. I was told this was the spread on these coins. I said I did not want these coins and I wanted the coins I originally ask for. That is now where it stands. I know a lot of thing, but not.about coins. Beware of words like spread, numismatic.coin,rounds,and coins with a large spread. I guess I got what I deserved, and never invest in something you dont have a complete understanding of. By the way I do well in stocks. I also notice that some of this complaints are almost a copy of my contact with this company. Good luck.

  

  Business Response

  Date: 02/28/2025

  *** takes all customer experience very seriously and has reviewed our customer's recent transaction. Our customer was able to speak with his representative and exchange coins recently purchased for coins that he preferred. Our customer now considers the matter to be resolved.

• Initial Complaint

  Date:01/03/2025

  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 converted my *** balance of over $190k to a gold/silver *** on 2/6/2024. I believe that AHG overcharged me on both the gold and silver bullion in my portfolio. I was charged a very large premium on most of the bullion which has put me at a substantial loss.

  

  Business Response

  Date: 01/23/2025

  *** takes all complaints and customer experience very seriously. The above referenced complaint appears to be based on custodial spot-price valuations of the precious metals held in the ***. *** looks forward to providing an accurate valuation of the products purchased from ***.

• Initial Complaint

  Date:12/04/2024

  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.

  PAID Date: 06/18/2020 Total $54,083.04 This is my entire retirement savings, they over charged me 60 Gold Rose ***** Guinea 0.25oz $804.02 $48,241.20 25 Gold American Eagle 1/10oz $232.00 $5,800.00 see Attached / **** is my middle name TODAYS PRICING: 17.5 oz * $2,664.44/oz = total $46,577 I WANT MY ENTIRE AMOUNT REFUNDED Total $54,083.04

  

  Business Response

  Date: 12/06/2024

  *** takes all complaints and customer experience very seriously. The basis for this complaint seems to be spot-price valuation of coins provided by the *** custodian and depository which is significantly lower than bid/ask prices that a dealer pays. *** has since spoken with our customer and provided accurate bid prices totaling $56,024.24. *** recommends following up with *** for accurate bid/ask pricing as *** does not charge any fee to buy back coins purchased from ***.

• Initial Complaint

  Date:11/13/2024

  Type:Order 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 am writing to formally file a complaint against American Hartford Gold regarding my recent experience with their gold and silver services. I feel that my wife and I have been defrauded, misled, and inadequately informed about our substantial ************* 2023, we converted our *** into gold and silver with American Hartford Gold, investing a total of $50,000. As of 2024, our value has significantly decreased while at the same time the value of gold and silver increased over this time period by 40%. Our initial investment was reduced by nearly half. This drastic reduction due fees and commission has raised serious concerns about the integrity and transparency of the services provided by American Hartford Gold. Issues: Lack of Transparency on Fees and Commissions Deceptive Communication Unfulfilled Promises We feel that we have been misled and inadequately supported in managing our investment. We are seeking your assistance to rectify this issue. We would like clear instructions on how to sell back the coins at a fair value. A detailed statement of all fees, commissions, and the specific dates of the coins purchased. We hope that your intervention will help us achieve a fair resolution to this matter and prevent other consumers from facing similar issues. Thank you for your attention to this serious matter.

  

  Business Response

  Date: 12/06/2024

  *** takes all complaints and customer experience very seriously. The basis of this complaint seems to be *** custodial values of coins held in a depository which is significantly lower than bid/ask prices that a dealer pays. A purchase cannot be made with *** without a customers approval and consent. All customers must discuss asset classes, costs associated, and recommended hold time for precious metals before completing a standard transaction agreement, acknowledging the same terms and conditions among others. Additionally, after further discussing and deciding upon specific products and prices, the same terms and conditions must be clearly and audibly acknowledged in a separate recorded confirmation done with the customers consent. Accordingly, an agreement and confirmation are in place. Docusign is used for the transaction agreement and an invoice is automatically emailed after confirmation of purchase.  Our customer has since sold the coins back to ***. As a courtesy, *** will pay any custodial fees should they decide to close their *** ************

• Initial Complaint

  Date:09/03/2024

  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.

  They seriously overestimate the value of the metals. I shipped everything back. All I want is my retirement money returned

  

  Business Response

  Date: 10/04/2024

  AHG takes all complaints and customer experience very seriously. The above referenced complaint is based on complimentary or promotional coins sent to our customer. Our customer has indicated that he considers the matter to be resolved. 

• Initial Complaint

  Date:06/20/2024

  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.

  Subject: Complaint Regarding Deceptive Practices and ************ from American Hartford Gold Dear Better Business Bureau,I am writing to formally file a complaint against American Hartford Gold regarding my recent experience with their gold and silver *** ********** services. I feel that my wife and I have been defrauded, misled, and inadequately informed about our substantial **********.In 2023, we converted our 401k into a gold and silver *** with American Hartford Gold, investing a total of $350,574.31. As of the last quarterly statement, our ********** value has significantly decreased to $235,742.66. This drastic reduction has raised serious concerns about the integrity and transparency of the services provided by American Hartford Gold.Key Issues: Lack of Transparency on Fees and Commissions Difficulty in Communication Unfulfilled Promises We feel that we have been misled and inadequately supported in managing our **********. We are seeking your assistance to rectify this issue. We would like clear instructions on how to sell back the coins or modify our **********. Prompt and reliable communication from their team. A detailed statement of all fees, commissions, and the specific dates of the coins purchased.We hope that your intervention will help us achieve a fair resolution to this matter and prevent other consumers from facing similar issues. Thank you for your attention to this serious matter.Sincerely,************************* / *************************

  

  Business Response

  Date: 06/21/2024

  AHG takes all complaints and customer experience very seriously, and has since spoken with our customer addressing the above referenced concerns. The custodial statement mentioned only provides a valuation based on the spot price of the precious metals content of gold and silver coins, and does not represent a cash value dealer bid price. AHG has provided an accurate valuation as dealer of record, and our customer considers the matter to be resolved. AHG recommends that our customer continues to follow up with AHG for accurate valuations of products purchased from AHG.

• Initial Complaint

  Date:06/20/2024

  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.

  On April 2022 I decided to move $15,940.57 from my 401K plan into a gold fund managed by American Hartford Gold My Equity. I thought that my money would grow faster in gold. When I reached out to the person who managed my transaction, *******************, he advised me I didnt have enough money to buy Gold, which is what I wanted on the first place, and advised me to buy Silver canadian coins 1.25 which he gave me a great speech that if I decided to go that way the performance of my account was going to be great . When I bought the silver it tooks months for it to get to the repository, they kept saying that they didnt have any coins available.My first statement shows the transaction and the exact amount of money i invested.When I received my second statement, it showed that my account was valued at $6307. I didnt understand what happened with the rest of my money, how did it all of a sudden disappeared? I called American Hartford and they explained that what shows on the statements and in the online account is not the correct balance amount. I spoke with another representative lately and he said that my silver is now worth approximately $12000. Silver prices per ounce went from $25 to $30 approximately after the sale. It doesn't make sense that my account is lower than when I purchased the coins. I would like to receive at least my entire original investment of $15940.57 back, since I don't trust this company.

  

  Business Response

  Date: 07/03/2024

  AHG takes all complaints and customer experience very seriously. AHG has reviewed our customer's *** purchase and attempted to contact our customer by phone and email. We look forward to an opportunity to address our customer's valid concerns and provide an accurate account valuation. 

  Customer Answer

  Date: 07/10/2024

   
  Complaint: 21871117
  
  I am rejecting this response because: I tried calling ********************* several times at ************ and I always goes to voicemail. I left several voice mails. I also reached out via email. No response yet.
  
  Sincerely,
  
  ************************

  

  Business Response

  Date: 08/06/2024

  AHG was able to finally speak with our customer and provide a thorough explanation of the custodian's statement and spot-price account valuation. As a courtesy, AHG made a revision to our customer's 4/13/2022 purchase, and our customer considers the matter to be resolved.