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Business Profile

Estate Liquidators

Black Rock Galleries, LLC
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Black Rock Galleries, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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Black Rock Galleries, LLC has 4 locations, listed below.

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    Customer Complaints Summary

    • 2 total complaints in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    • Initial Complaint

      Date:11/01/2024

      Type:Product Issues
      Status:
      Answered
      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.
      Black Rock Galleries is an auction house. On May 21, 2024 I purchased a painting from this company. The description of the artist was listed as "**** ********** ( *********** *********." ) I bought this painting believing that this information was accurate. However, when I went to have the painting reframed recently, I learned that it was actually created by another artist named **** ********** who is still alive. I reached out to the gallery that represents her and she contacted me directly. She assured me that she was in fact the artist, offering the following information as proof. On the back of the painting is a stamp from the company she used to stretch her canvases and frame her works. She emailed me photos of her work which showed similarities between the two artists. She also emailed me a copy of her signature which was identical to the one on the back of the canvas. I contacted Black Rock Galleries by phone on October 11 and 21 to explain the situation and requested a full refund because the painting was listed inaccurately. This company claims to have experts on staff to research and authenticate items they sell, but clearly they failed in this case. I received an email on October 22 from BRG. It read that because I have been in possession of the painting for five months I wasn't entitled to a full refund. I was offered $15 for the transport fee and only $50 for the painting. I paid $494 in total for the painting, $15 for the transport fee, and $50 for shipping from *********** to *******. I responded via email on October 23 that this was completely unacceptable because they misrepresented the painting's history and I would not have purchased it had I known this. I didn't receive a response, so I sent another email on October 28 requesting that someone reply to me. It is now October 31 and I have yet to hear back from the gallery, either by phone or email. This issue didn't involve advertising as I have been aware of this company through their website.

      Business Response

      Date: 11/01/2024

      We are writing to address the complaint submitted by this regarding her purchase of a painting on May 21, 2024. We appreciate the opportunity to respond and clarify a few points the customer makes. 

      Black Rock Galleries is an estate liquidation auction house. We do not represent specific artists, rather, we sell estate and personal property through online auctions.

      POLICY / SITE TERMS & CONDITIONS:
      All items are sold as-is, where-is. Catalog descriptions are qualified opinions. While efforts are made to accurately list items, the majority of items sold by BRG are antique, vintage, or used, and unless explicitly stated otherwise, they should not be considered 'new.' It is the sole responsibility of User to make inquiries prior to bidding as part of their due diligence.

      Further, our user terms and conditions clearly states in our Pick-Up clause: You (your representative/agent who picks-up your order in your stead) assume sole responsibility to verify the presence and accuracy of all the lot(s) included in the order. Upon signing the invoice and/or departing the pick-up area with the order, User accepts the order in its current state without exception. Upon signing the invoice (whether by User or by User's representative/agent), User holds the Company harmless and assumes full responsibility for the contents of the order. User explicitly understand that once the transaction is completed and/or the items are taken from the premises by User (or User's representative/agent), there shall be NO REFUNDS, NO RETURNS, NOR CREDITS granted by the Company.

      ADD'L IMPORTANT DETAILS TO NOTE:
      In this case, the customer won the painting on May 21, 2024 and took possession of the painting on May 25, 2024. She picked up the painting and signed for it at that time. 

      The first notification of any issue from the winning bidder came to us on October 11, 2024—essentially five months after the customer took possession of and signed for the painting. By that point, we had already paid the consignor, and the timeline falls outside of what we consider reasonable for addressing concerns.

      As a goodwill gesture, we offered the customer a reimbursement of her $15 transport fee and an additional $50 credit. This offer was ultimately rejected by the customer. 

      We take customer feedback seriously and strive to maintain transparency in our transactions. Given the circumstances, we are unable to provide any further accommodations or compensation to the customer.

      Thank you for your attention to this matter.

      Customer Answer

      Date: 11/09/2024


      Complaint: ********

      I am rejecting this response because:

      Sincerely,

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

      Customer Answer

      Date: 11/11/2024

      Black Rock Galleries is an auction house. They claim on their website that they have experts that can authenticate the creators of artwork. They claimed the painting I bought was by a particular ********** artist named **** ********** when it was actually painted by a *********** artist by the same name, which I have proven. As a bidder, I rely on their experts to make accurate claims as to the artist of any painting I bid on, as I do not have the same expertise. Am I ( or any other bidder) to question the authenticity of anything I might bid on in the future? On their website it reads that lots are sold "as is." I do not have an issue with the painting's condition at all. However, I do feel that the painting was misrepresented because it was actually listed inaccurately, and I would not have purchased it had I known otherwise. I would not have discovered this had I not taken it to be reframed. I don't think the fact that this was five months after I bought the painting should have anything to do with Black Rock Galleries clearly misrepresenting the authenticity of the artwork. They claim to take pride in their integrity, but I definitely believe that is not the case here.

      Business Response

      Date: 11/13/2024

      Again, the customer enjoyed this painting in her possession for over five months. We heard her complaint and, as a good-faith gesture, offered her a refund of the transport fee and a $50 credit. 

      We would also like to address her claim that, “They claim on their website that they have experts that can authenticate the creators of artwork.” THe customer is mistaken. Black Rock Galleires does not claim that our staff authenticate creators of artwork. While we have experts who specialize in cataloging art, we do not authenticate works and our site makes no such claim that we authenticate artwork.

    • Initial Complaint

      Date:04/19/2022

      Type:Order Issues
      Status:
      Resolved
      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 signed a contract for them to auction memorabilia and the recieve 25 percent. I dropped the items off at their Gallery in ******. I was told about 3 eeeks ago by the person that put me in touch with them that the ****** location closed. I have emailed, called. Text and message the company with no responses. I would like my stuff auctioned with 75 percent to me or return my property.

      Customer Answer

      Date: 04/22/2022

      Black Rock Galleries has contacted me yesterday and are taking care of the situation.

       

      Thank you    I will consider the matter resolved

    Black Rock Galleries, LLC is BBB Accredited.

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