ComplaintsforNumismatic Guaranty Company

• Initial Complaint

  05/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  NCC committed fraud by mailing me back property that was not mine. I joined the companies membership. I paid the insurance for shipping. I sent a 1985 ********* nickel that was off metal and A different color, And weight.They sent me back a replacement that was not mine. Estimated value at auction could be anywhere between two and $10,000. They refused to show any photos of the package opened .with the Photo of the coin I sent them. and Compare that to the coin they sent to me. Truly fraud is just truly unbelievable and they say we dont see anything wrong with what we sent you, so you have to believe us.fraud

  Business response

  05/06/2024

  Customer alleges that ********************** swapped an inferior coin for the coin he submitted. NGC categorically denies this allegation. We returned the identical coin submitted by the customer. 

  Customer response

  05/06/2024

   
  Complaint: 21658228
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Customer response

  05/10/2024

  I want to return of my stolen property 1985 *********, nickel off metal ,

• Initial Complaint

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The representatives are an NGC are very rude this one in particular has had many complaints I feel that she's purposely not grating these points correctly with the picture I was sent you is clear that is a double die I've been got free screen here in ************** ******** through a rubber authorized coin dealer of NGC Silver Eagle and this lady is telling me in the letter in the picture stating don't send it again so apparently she did get that point twice and I don't understand if the representatives are telling me to resend it at my inconvenience this has been an emotional stressful situation in my life that I don't need right now and I hope this gets to the president of NGC or something I'm going to try calling the security of that department something that lady's wrong and she's probably doing this on purpose to other people maybe she's burn out I have no idea the way that she answer her phone was very nasty online complaints about her our appearance but yes I'm hoping to speak to someone higher up if not I will be talking to of course my local newspaper and concerns to what I've experienced with this reputable Coin Grading Company that they say they guarantee everything and when I had called the second time because of **** got returned someone stated that there was no signed off as far as not being a variance all this person did was just right on the piece of paper saying it's not a variant but when I called the representative on the phone said that nobody initialed or signed off on this coin whether it be a very or not very fishy and very Criminal

  Business response

  04/12/2024

  We understand it can be frustrating when a customer believes the coin she has is more rare or valuable than it really is. In this instance, the customer submitted a coin for ********************* but the coin was not eligible. She called customer service and was invited to return it as a "mechanical error" for further inspection. NGC covered all shipping fees. It was again returned without the variety designation she desired. She called customer service a second time, and was a second time invited to re-submit it as a "mechanical error" for further inspection. NGC again covered all shipping fees again. After multiple inspections of the coin, it is not the "double die" variety the customer believes it is. We regret that the customer is disappointed.

• Initial Complaint

  03/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently sent in 2 coins to be certified and a standard conservation done the conservation was not done even though I was charged for it and then one came back as fake but was still charged a full price and when I asked them why they knew this was fake they could not tell me anything even though the coin in question was already checked and it is silver from the correct period order number for this was ******* if I am charged for a service I should know what the reasoning for this grade or **** just like my order before this one I sent in 10 coins all deep proof or proof like but they only honored 1 out of the 10 and when contacted about this one I was told to resubmit them why do I have to resubmit anything again I already paid for the service but this is what I am told the order number on this was ******* anyway I did send them to pcgs and they were graded correctly

  Business response

  03/28/2024

  With regard to submission # *******, both coins received the conservation service, which customer selected. Grading occurs after conservation because conservation can increase a coin's grade. In this case, one of the coins was determined to be not genuine and therefore could not be encapsulated. Even when a coin is not genuine, NGC still earns its fees because it performed its authentication service.

  With regard to submission # *******, NGC's graders did not agree with the customer's opinion that all of the coins warranted a "proof like" (PL) designation on the grade. That determination is wholly within the province of NGC's graders. NGC's numismatic expertise on such matters is precisely why people submit to NGC in the first place and why the market trusts NGC's grading determinations. We regret that the customer is disappointed that the coins did not receive the designations he was hoping for.

• Initial Complaint

  11/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was not allowed to cancel my orders.

  Business response

  11/16/2023

  Customer submitted a number of coins for grading. After our services had already commenced, customer asked to cancel. As a ****** courtesy, we refunded the fees on 3 coins that had not yet been graded and encapsulated. We also removed return shipping charges, which would normally have been due. The other coins customer sought to cancel had already been graded, i.e., we had already completed our services.

  Customer response

  11/17/2023

   
  Complaint: 20870607
  
  I am rejecting this response because: The company ads were deceptive with givng the impression that graded coins would be accepted for consignment, which they were not.I am on a limited budget as a senior citizen & this $4000 is a great hardship for me. I tried to cancel my orders but was rejected. 
  
  Sincerely,
  
  *************************

  Business response

  11/21/2023

  We are not understanding Customer's latest comment on this portal. She ordered services, which were provided. We refunded her for the services that had not yet been provided at the time she voiced her desire to cancel. We do not know what "advertisements" she is referring to.

  Customer response

  11/28/2023

   
  Complaint: 20870607
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

• Initial Complaint

  09/06/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  In February of 2023, I submitted a **** VDB ***** to NGC for grading. The cost for this service was $61.00. I shipped the coin to them via **** with a cashiers check for $61.00 using certified mail. When it was finally graded, they said it would be shipped back to me in a few days, this proves took over 30 days to complete.On April 3, I received an email notification from ***** Ground that a package delivery from NGC (******** FLA) was pending and should arrive on the 5th. Then on the 7th of April I received another notification from ***** saying that the delivery had been delayed. I called ***** and spoke to a woman who said that they were experiencing delivery delays. I then asked if I could come pick it up and she said no, the shipper had defined conditions and coming to the building to pick up a delivery was not a part of their agreed process. I waited a couple more days and this time I spoke to ******(?). She saidat the package was missing. I pressed her about missing, she shouted, I dont know, we just cant find it. Another call from ***** and I was told that they could not find the package but they were looking. I asked to file a claim and I was told no NGC would have to file.I contacted NGC to do so.. Then I started receiving emails from Shasta M. at NGC. ****** told me that the carrier would only pay $100.00 for the missing package so she was going to file a claim with NGC insurance. NGC insurance came back with an offer of $20.00. I refused saying that I paid more than that to have the coin graded. Then Shasta came back with an offer of $100.00 from NGC insurance.I refused stating that the initial submission form listed the estimated value of the ***** at $1,000.00. .This is their business and the process for grading is theirs. I entrusted them with a potentially valuable coinwhich incidentally has sold for $200K. I do not believe the coin was lost. NGC should be held responsible for fraud or corrupt business practices.lr

  Business response

  09/08/2023

  This coin was lost by the carrier in return shipment. We filed a claim under our shipping insurance. Although the customer declared a value of $1,000, the actual fair market value of the coin in question is $20. We actually offered her $100, but the offer was denied. (We suspect that the customer is confusing a **** VDB with a **** VDB "S", which is a more valuable coin.)

• Initial Complaint

  09/01/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Submitted a ****** Silver Dollar for Evaluation and it was Lost in Transit back to me. I have not received any information from NGC or a response to my phone calls.I ask for a evaluation on this coin an never receive a response.

  Business response

  09/06/2023

  We will forward this to our claims department immediately.

  Customer response

  09/06/2023

   
  Complaint: 20548396
  
  I am rejecting this response because:I am dissatisfied because i have not received by coin back with a grade on it which i paid for.My coin might have been worth a lot of money an since you lost it i will never find out .A refund of my money is no were near enough . I gladly paid 61 dollars for a grade an got nothing.I want my coin back in the same condition it was when i sent it to you.
  
  Sincerely,
  
  *************************************

  Business response

  09/08/2023

  NGC did not lose Customer's coin. It was lost in return transit by the carrier ******** We filed a claim under our insurance program, and recovery will be based on the coin's fair market value, not to exceed the customer's declared value.

  Customer response

  09/12/2023

   
  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

  08/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In April/May 2023, NGC graded several of my coins and ***** misdelivered them when NGC sent them back to me. Thus, I filed a claim with NGC and NGC was supposed to pursue the claim on my behalf with *****. As of today, I have no resolution to my claim and absolutely no information about it despite my repeated demands to NGC to give me the details of the claim and a copy of the documentation for the claim (I don't even have a claim number for my supposed claim). NGC either ignores my communications and demands or simply lies to me about what is happening with my claim (including sending me untruthful information when in one email asserting my claim is closed because ***** found my package and is sending it to me while in another email within minutes asserting ***** has made an offer to resolve my claim). NGC has completely breached its duty to me to process my claim in good faith and in a manner consistent with my best interests and has ignored my rights as the beneficiary of the claim and as the property owner. It has been completely disrespectful and unprofessional throughout the process. As of now, I have neither my property (the lost coins) nor reimbursement for them through NGC's inadequate and inferior claims process. Yet, I have paid fully to NGC all money owed to it for the grading of the coins, the return shipping of them, and for the ability to file a claim and receive reimbursement for them when they have been lost or stolen. NGC has received every benefit of the contractual relationship while I have received none of the benefits for which I paid. I also question whether NGC has the authority and ability to pursue claims such as this on behalf of others since it is not a registered insurance entity with the ****************.

  Business response

  08/23/2023

  NGC filed a claim with its shipping insurance policy. The underwriters determined that the complainant's coins had an aggregate fair market value of $145 and offered $150 as compensation. To date, the complainant has not accepted that offer of compensation.

  Customer response

  08/25/2023

   
  Complaint: 20507185
  
  I am rejecting this response because: I have rejected this asserted offer twice (this response will now be the third time). Further, I have never seen this offer in writing or any other alleged document related to my claim despite having requested/demanded a copy of everything on multiple occasions. NGC operates in secret even though this isn't its property or claim for reimbursement. Additionally, this asserted offer is entirely contradictory to NGC's own policies which governed the grading process for my now lost coins and which it created itself. The declared value of the coins on the submission sheet is to be the value of the coins for purposes of making a claim in the event the coins are lost, stolen, or damaged. My declared value for the coins was $300 and not $150. NGC is acting contrary to the policies that it created itself. If NGC is operating in such a good faith manner and with my best interests in mind, why is it refusing to give me a copy of all the documents and information associated with MY claim? As the owner of the coins and the beneficiary of the insurance claim, I am *********** have a copy yet it has consistently and persistently refused to give me a copy after repeated demands from me. 
  
  Sincerely,
  
  *******************

  Business response

  08/29/2023

  Under our terms and conditions, compensation is based on the fair market value, not to exceed the declared value. Here, the fair market value was less than the declared value.

  Customer response

  08/29/2023

   
  Complaint: 20507185
  
  I am rejecting this response because: From where did this fair market value come? Completely fabricated. NGC's own price guide lists the value of the coins as $165. So is your own price guide misrepresenting to the public the value of NGC certified coins? Or are you misrepresenting to me the value of my coins? And, I am still demanding a copy of every document associated with my claim. Why are you continuing to ignore this demand and not responding to it? 
  
  Sincerely,
  
  *******************

  Business response

  09/27/2023

  Our determination of fair market value is based on comparable sales. Here (attached) are the 3 comps relevant to customer's coins.

  Customer response

  10/01/2023

   
  Complaint: 20507185
  
  I am rejecting this response because: How many times do I have to demand a copy of everything in my claim file before you finally acknowledge and comply with the demand? You have ignored every single demand I have made for it without justification. What is the problem? Send me a copy of everything in my claim file. Don't respond with anything else unrelated to my demand for a copy of my file. That's the only thing to which you need to respond. Period. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  08/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  NGC told me that they were not doing any special label grading designations for the 2023 Director's Strike Peace Dollar Uncirculated coins. However, after being told this I saw a going dealer "***************" selling one of these coins graded by NGC with a special label designating it as one of 200 coins struck by the Mint Director (the EXACT SAME coin I have). NGC is now discriminating against me and denying me the opportunity to get this label while allowing for their big dollar clients to get this label. Nowhere on their site does it say the label is only available to certain submitters. It seems as though these companies may be colluding to keep these values high, only giving the label to a resale company strictly in the market to make a profit rather than collect. I want my coin graded with the same label given to ***************.

  Business response

  08/18/2023

  There were 200 Peace Dollar coins that were struck by the Mint Director and accompanied by a signed certificate of authenticity by the US Mint. If a submitter of ours submits a coin in its sealed mint packaging and that packaging turns out to contain such a coin, NGC will encapsulate that coin in the Director's Strike label. It is not reserved to any particular class of customer. However, the submitter will not know whether his/her coin is one of the 200 Director's Strike until after the package is opened by NGC. If a submitter opens the package before submitting to NGC, then the chain of custody is broken and NGC will not encapsulate the coin with the Director's Strike label because the coin could have been swapped. Here is an article describing the Director's Strike coins.

  ***************************************************************************************************************************************************************************************.

   

   

• Initial Complaint

  07/27/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 4/27/2023 NGC received 433 of my coins. It has been 3 months and I have had no word of where my coins are or what happened to them. They were received and put in the computer and now they're not even in the computer. I was told that as an elite member they would mail the coins to me and let me make payments. Which I did on my first submissions. I just found out form the account that my coins have been sitting in a safe for the past 3 months and they haven't even been graded at all. And since I made a complaint now my coins have disappeared off the computer. I feel that they are trying to rob me. They're telling me that I can't have my coins back unless I pay for them up front. Which is not what I was told before I even joined NGC. I've been nothing but lied to and lied to. I called customer service and it's always a different person nobody knows what they're doing!!! I don't know what else to do? there's nobody to talk to and I'm feel like I just got ripped off out of thousands of dollars. I had (ALL MY MONEY) put into this business and they are s******* me over. I have no idea what to do. They told me that my coins are done today when I called. but yet they're not in the computer. I feel like these people are nothing but liars,snakes,cheats,uncaring, unorganized, and they're supposed to be a billion dollar corporation. I've been treated with nothing but disrespect and have been lied to over and over and over again with witnesses. my coin should have been done and back to me. I had a coin show to go to and I turned my coins in 3 months in advance to make sure I would have them for this coin show, but they screwed me out of that. It only comes once a year. I still don't have my coins. The first accountant I dealt with was Alexandria who was very nice and I made my payments through her on my last submissions, which were all paid. Now they're telling me that they're not going to send me my coins until I pay for them up front!!! which is impossible because all my money is put into these coins. I was supposed to be able to sell and make payments on them. This place makes me sick!! Worst customer service I've ever seen in my life and I do believe that they're switching coins as well and not grading people's coins properly. I think they pick and choose who they want to treat right and who they want to s**** over. I'm 100% right in this situation sadly what a joke this place is I wish you guys could do something about it!!!

  Business response

  08/16/2023

  We believe all of the customer's invoices have shipped at this point. If customer feels that is incorrect, please provide the specific invoice number(s) remaining at issue or in dispute. 

• 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.

*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. ↩