ComplaintsforNumismatic Guaranty Company

• Initial Complaint

  04/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Apparent die cuds pressed onto coin are actually bubbles trapped in holder, certification ***********, submission *******, ***** tracking ************, shipped March 10th, 2023:******************************* ******************************* Magnified bubbles at ~8:00 and at ~11:00 in holder obverse: ******************************* ******************************* Notice how the position of the obverse bubbles change relative to coin surface as the coin's orientation to the camera changes:******************************* ******************************* This is the closeup image of the bubble on the reverse side of the holder:******************************* See the bubble in the holder shaped like a jellyfish, center lower right, and its sharp reflection off the coin, left of center. Note that the direction of ghost images of the bubble have the same direction and placement of the nearby device (Coat of Arms of ********) and its refracted ghost images.Emailed NGC April 22nd. Follow up phone call answered by ****** on April 25th revealed that **** was assigned the email. No case number or response to complaint.Please rehouse certification ***********.

  Business response

  05/01/2023

  Our customer service team is reaching out to the customer to arrange for a return of the item as a mechanical error.

• Initial Complaint

  01/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 12/09/22 I sent in a graded coin (ACGms66)the first grading company that first existed they unfortunately went out of business and that was the reason I wanted to cross grade to ngc because I read reviews and had faith in their company they turned around and sent me a different coin (ms63 cleaned)I did not know the value at the time so I put a random $100 on the form but now according to the ngc price guide its worth $66,500 as it was sent in as a ms66 grade I since then shipped the wrong coin back and ngc recieved it on 1/3/23 since then I have called a hand full of times and a manager named ***** did call but never called me back Im losing hope they will ever reimburse me for my loss so Im seeking bbb to help me recover $66,500 thank you

  Business response

  01/11/2023

  NGC returned the same coin to the customer. It was not switched. This was demonstrated to the customer with high-resolution photos.

  Customer response

  01/11/2023

   
  Complaint: 18698962
  
  I am rejecting this response because:they are Liers I have high resolution photos that shows the difference between both coins I submitted to bbb aswell to ngc as you can see the difference apart quickly ngc are scammers and what they are did is fraud Ill report them to their local police agency if they dont agree to pay for my loss!
  
  Sincerely,
  
  ***************************

  Business response

  01/12/2023

  There is nothing more to say in response to this complaint. We reject the allegations.

  Business response

  01/19/2023

  With regard to BBB Complaint # ******** filed by ***************************, please see the attached letter of explanation.
  
  
  
  **************************, Esq.*
  General Counsel | **************************** 
  p. ********************* | f. ************ 
  collectiblesgroup.com
  

  Customer response

  01/19/2023

   
  Complaint: 18698962
  
  I am rejecting this response because: it appears that ngc tried to duplicate the existing marks on the coin was sent to me but could not exactly do the same because there was a rim damage from the mint on my coin please refer to the photos attached
  
  Sincerely,
  
  ***************************

• Initial Complaint

  12/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Submitted coins for certification, have had coins for more than 60 days and will not respond to inquiries about the coins. I would just like to have the coins returned. Paid for the service and my credit card was charged for the service. Also paid for return shipping.

  Business response

  12/28/2022

  We apologize for the delay. I will check with the operations team and check on the status of the submission.

  Customer response

  12/29/2022

   
  Complaint: 18626469
  
  I am rejecting this response because: The submissions have shown no change in status per the company's website. 
  
  Sincerely,
  
  *******************************

  Business response

  01/19/2023

  With regard to BBB Complaint # ******** filed by *******************************:
  
  We have returned his submissions to him "raw," which means we have not encapsulated the submissions of coins. We are refunding him for the submission.
  
  
  
  **************************, Esq.*
  General Counsel | **************************** 
  p. ********************* | f. ************ 
  collectiblesgroup.com
  

  Customer response

  01/20/2023

   
  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

  07/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In 2020 NGC advertised a 20% discount on submissions made between July 27 and Aug. 7. I made four such submissions with a total of $502.00 in grading fees which at 20% would total $ 100.40 for the discount. I have requested payment and have been ignored. Perhaps you can get my payment.

  Business response

  08/05/2022

  Business Response /* (1000, 9, 2022/07/28) */ We apologize for any breakdown in communication on our part, and for the delay. According to our accounting records, customer had a credit of $80.32 on his account, (but not the $100 that the customer is claiming). We have issued a check for $80.32 and mailed it to the customer on July 1, 2022. Consumer Response /* (3000, 11, 2022/07/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is a simple math problem. The company advertised a 20% discount on grading fees. I have submitted four documents that reflect grading fees totaling $502.00. If you multiply 20% times this total you get $100.40 not the $80.32 that the company claims. It is just simple math. This matter has been pending over a year and a half. I have received no check as claimed. Business Response /* (4000, 13, 2022/08/04) */ The discount was on the per-collectible grading fee. The per-submission submission fee, the shipping fees, etc. were not subject to the discount. The calculation is below: Submission # Grading Fee 20% Discount XXXXXXX XXX.00 32.00 XXXXXXX XX.00 19.20 XXXXXXX XXX.60 21.12 XXXXXXX XX.00 8.00 Total Grading Fee $401.60 20% Discount = $80.32 Consumer Response /* (4200, 15, 2022/08/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) This company has made a deceptive discount add. I have discontinued any business with them and will warn anyone about doing business with them. I will very likely make a report with the Florida consumer protection agency if this matter is not settled soon.

• Initial Complaint

  04/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Foreign matter appears on the holder inside for certification 2877873-002. This is my photo of 2877873-002 taken with similar image settings as the photo vision photo (front, reduced to fit page): https://i.imgur.com/ffXK5Zg.jpg This is the PhotoVision image of 2877873-002 (front, reduced 30% to fit page): https://i.imgur.com/okOx6Dl.jpg The most affected area is the middle left of the coin most easily seen over the mirrored field: https://i.imgur.com/uTiEzND.jpg Note that the tiny specs or anomalies that appear in the mirrored field of the PhotoVision image below are almost indiscernible in the photo above, leaving the balance the foreign matter which adhered to the inside holder surface after the PhotoVision photo was taken: https://i.imgur.com/V1tNRhT.jpg Also noted the foreign matter pivoting in direct relation to the surface of the holder rather than the coin surface: https://i.imgur.com/371DQId.jpg Given that there is so much foreign matter, without removing the holder it's difficult to determine if all of the foreign matter is merely a reflection of the holder inside or that some of the matter may have actually adhered to the coin itself. NGC responded to my enquiry writing, "Good afternoon *****, Thank you for reaching out to NGC and for the detailed information. We understand it can be frustrating to receive a coin with what appears to be debris in the slab; however, a certain amount of contamination is considered unavoidable, and this would fall under that circumstance at this time. We do apologize for any inconvenience this may cause. Please let us know if you have any additional questions..." Does a certified submission need to be completely obliterated with foreign matter in order for NGC to consider that they have made a mistake?

  Business response

  04/27/2022

  Business Response /* (1000, 5, 2022/04/27) */ Our Customer Service team will be reaching out to arrange for customer to return the collectible for inspection and corrective action, if necessary. Consumer Response /* (3000, 11, 2022/05/22) */ ***Document Attached*** While a majority of the debris was removed by simply replacing the coin's holder, this was at all not sufficient and significant debris is left, presumably on the coin itself. I cannot sell this coin. The three-coin Paslama Sea Turtle set is a total loss without the 2017 coin. The only recourse I would have is to break the coin from its holder to rinse the coin. This is the latest HD photo of this filthy coin reduced to 1125 pixels to fit the page taken after the coin was returned last week: https://i.imgur.com/6ImLkzZ.jpg This is the PhotoVision(r) image taken before any holdering of the coin (reduced to 1125 pixels): https://i.imgur.com/w3pLks8.jpg On the platform I choose to sell the coins, images of the coins must faithfully represent the actual coin. "Buyer beware" is a forbidden concept. As a result, I cannot usually use the PhotoVision(r) images directly, instead supplying my own images. I use the PhotoVision(r) images for comparison with the actual images taken before and after grading. This is the image of the coin taken on December 5th, 2021 before I submitted the coin to NGC (reduced to fit the page): https://i.imgur.com/qpyD4CB.jpg I had a listing designed for the perfect-grade three-coin Palsama Sea Turtle PF 70 UCAM set this weekend, however, I had to end the listing when it became apparent that the debris on the 2017 coin could again not be photographed around. For comparison, these are the obverse images for the 2016 coin. First is my HD photo taken last month after the entire submission was returned to me (reduced to fit the page): https://i.imgur.com/7PRMiFi.jpg Previously, the PhotoVision image taken end of March before encapsulation (reduced to fit page): https://i.imgur.com/EGI3ab1.jpg Finally, the photo taken before submission to NGC: https://i.imgur.com/Xkfj3TJ.jpg This is the last coin of the set, the 2019 coin. First, the latest image I took last month: https://i.imgur.com/6XdN2Fr.jpg This is the PhotoVision image taken the end of March: https://i.imgur.com/dlZINxv.jpg Finally, the photo taken of the 2019 coin on February 20th before submission to NGC: https://i.imgur.com/2Ia7keA.jpg Notice that the debris added to the two remaining coins of the set, especially on the inside surface of the holders, is minimal to the point where it's debatable whether there exists any debris at all. Business Response /* (4000, 16, 2022/06/14) */ Our customer service department has been touch with the customer. For the coin he removed from the holder, we are refunding his grading fee. For the coin that is still in his holder, we instructed the customer that he could re-submit it for a re-holder. Consumer Response /* (4200, 18, 2022/06/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) The Nicaraguan coins were returned yesterday June 16th without debris. The Spanish coin, certification 2877873-006, was returned with less debris, however, the debris is still considerable. Asking NGC for a refund of my grading and imaging fee for this coin for a refund of $27. NGC still refuses to accept responsibility for the coin, certification 2877873-007, that they damaged valued at 95 Euros on page 697 of the "Leuchtturm Catalogue Euro Coins and Banknotes 2021," ISBN XXX-X-XXXXXX-XX-X.

• Initial Complaint

  04/04/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Back in October 2021 I sent 37 coins for certification to NGC. When they came back to me at the end of February I noticed that they are missing the Pedigree service I requested. Here is the time to say that I had send coins 3 or 4 times before to NGC without any issues and also I have couple hundred coins slabbed by NGC and I don't have any issues with the quality of those previous coins. So after I noticed that the Pedigree service is missing I called their customer service and they asked me to return the coins so the Pedigree is added to the label and the coins are reholdered for that reason, at this point my only issue was the missing service the coins were looking fine in any other way. I sent back 30 coins to my biggest surprise after I received them back from NGC in mid March I discovered that the slabs are contaminated with dust and particles inside some look like little hairy things some are like pieces of plastic or black dots on the white fields on the inserts besides some holders have distracting scratch like lines and smudges from inside. This is for a service that NGC constantly promotes with videos of their process showing how they blow off all of the dust and inspecting carefully the quality of their work. The cherry on the top is that the two of the coins have their labels switched. When I called the customer service and after few emails they refused to take responsibility and fix the coins and instead asked me to pay for reholdering if I want the problem fixed of course they couldn't guarantee that it will be done properly this time.So I might end with even wrose coins after I pay for the same thing twice.

  Business response

  04/27/2022

  Business Response /* (1000, 10, 2022/04/27) */ Our Customer Service team has been in touch with the customer in an attempt to resolve this issue. We will reach out again today. Consumer Response /* (3000, 16, 2022/06/03) */ I was never contacted by service representative or offered any solution. I want this case reopen. They never offered remedy for my main problem the dirt and dust in the holders. The only thing they agree to do is to fix the switched coins. On top of that they lied that they tried to contact me!Perfect example of big corporation bulling customer. Business Response /* (4000, 18, 2022/06/03) */ Our apologies. We had an internal miscommunication. Our CS department will reach out regarding sending us the item for a mechanical error evaluation at no charge.

• Initial Complaint

  02/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  NGC received Submission #******* on June 11, 2021. I have contacted customer service on several occasions and have yet to receive my coins. Turn around time for the catagory of submission is 90 days. It is approaching 8 months.

  Business response

  03/15/2022

  Business Response /* (1000, 10, 2022/03/01) */ We apologize for the delay. This submission has been shipped on Feb. 18.

• Initial Complaint

  02/04/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Nov 4, 2021 - I submitted 3 coins to grade, with COA and return of packaging. Later in December 2021 I've received 2 packages back form NGC: first box had three graded coins and one COA, second box contained three original mint boxes. Postage fees on these boxes show $20.20 for the first one and $9.25 for the second one. I've received two invoices: ******** for $96 ($18x3 coin grading fee, $10 handling, $32 shipping) and #******* for $25 ($25 COA grading fee) - for the total amount of $121. Later I see two charges on my credit card for $125.50 and $25.30. I tried to contact billing dept to get a refund for the extra charge, there is no way to do so, they never pick up the phone or answer the emails. I contacted customer support, they say they can't see invoices, but they would send my inquiry to billing dept. Later I receive a fabricated invoice with the same number ******* now showing $54.80 total ($25 COA grading fee, $29.80 shipping) and no explanation whatsoever. They obviously "fixed" the invoice afterwards to show it the same amount they overcharged me. Any attempts to contact their billing dept didn't yield any result. I would like to speak to someone in charge, get an explanation and get a refund for the bogus charge.

  Business response

  03/04/2022

  Business Response /* (1000, 5, 2022/02/14) */ We will look into your billing account and provide an explanation and/or clarification. Business Response /* (1000, 8, 2022/02/14) */ We apologize for any miscommunication regarding your account and related charges. Here is an explanation. We have determined that customer has, in fact, been overcharged. XXXXXXX is the original submission number containing 3 coins plus a Certificate of Authenticity Coins are grading via the normal process, COAs a different process. As a result, the COA is split to a second submission number, XXXXXXX. Return shipping was charged on both the coin submission, XXXXXXX, and the COA submission, XXXXXXX. The total shipping should have been charged on XXXXXXX in the amount of 32.00. As a result, a credit of 29.80 has been posted to your account/credit card. Again, we apologize for this mistake in billing. Consumer Response /* (3000, 10, 2022/02/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) I appreciate the refund of the money that should never have been charged in the first place. But It is not normal when the only way to ask the company to look into billing issue is complaining to BBB. I have never received an email or call from the company with the proper apology. The company did not do enough to show that this will not happen to me or other clients in the future. No word on what action is taken to prevent this from happening. Their response doesn't make their business better. Shame! Business Response /* (4000, 12, 2022/02/23) */ Customer's points are well taken. I have personally called customer to apologize.

• Initial Complaint

  12/06/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I submitted coins to NGC/Numismatic Guaranty Corporation, in the hopes of getting all of my original coins returned back to me. And this was not the case. On November 16, 2021-1:39pm. I mailed my coin submission from White Plains, NY USPS and my submission arrived at the NGC address on November 22, 2021-12:11pm. All my coins were clearly labeled in Mylar Flips as was recommended by the company. Coins submitted as follows: 2-1982 Lincoln Cent coins, 1-1982 cent coin, 2- 1982D cent small date coins with one weighing 3.08 gms, and one weighing 3.11 grams, 1982S cent coin, 1-1968D Kennedy Half dollar, 1-1994 Lincoln cent, 1-1975 Roosevelt Proof Dime No S, 1-1976 S Dollar Coin. All coins were returned with the exception of the two 1982D small date cent coins & the 1975 Proof No S dime. I suspect they were replaced with the coins I have now. All three coins are extremely valuable. I reached out to the President and Senior Grader, that they might investigate this issue or investigate their cameras in the processing area.

  Business response

  12/27/2021

  Business Response /* (1000, 5, 2021/12/09) */ The submitted coins at issue were not switched or replaced. They were simply not the coins Customer hoped they were. The two 1982-D Lincoln Cents were not small dates. They were large dates. The 1975 Roosevelt Dime was a regular piece, not the rare "no S" proof. NGC grades the coins it receives. Sometimes customers are mistaken about the rarity or variety of the coins they submit. We sympathize with Customer's disappointment that the coins she submitted were not, in fact, what she thought they were.

*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. ↩