ComplaintsforCertified Guaranty Company LLC

• Initial Complaint

  08/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am a long time customer of ********************** and I have 10s of Thousands of dollars invested in their business, Ive pushed 100s of comics and cards through them, they make mistakes. Plenty of them. Generally they are small and can be easily solved. However, recently CGC messed up one of my Signature Series submissions. It was a very expensive comic book and I gave them explicit instructions on who I wanted to have it signed by, *****************************, *************************** and *****************************. Unfortunately, CGC messed up and had the book signed by ***********************. Basically rendering the comic book worthless because has nothing to do with this particular comic book. I paid $160 for the comic book itself, $220 for the messed up signature, $5 for the custom label and $20 for shipping. They are giving me the runaround, offering me substantially less then this book is worth, and then on top of it all, they want me to relinquish the book back to them in order to be fully compensated. Which would basically end up with me losing money for their mistake. They refuse to talk to me in person, take weeks between emails, and are obviously planning on reselling this book on their own website in order to recoup whatever money they end up reimbursing me. Its bad business and offensive to me and comic book collectors everywhere.

  Business response

  08/27/2024

  We have reached an agreement with the customer on compensation.

• Initial Complaint

  07/31/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  My comics were graded and certified by CGC and supposedly mailed to me but they were never received by me. (Verified by *****). CGC is willing to reimburse the grading fees and $373 in comic values. HOWEVER, I paid quite a bit to have the graded comics insured for $1,200. I have gone back and forth with CGC Support and they refuse to honor my insurance claim. My comic presser agrees that $1,200 was a reasonable insurance claim and will back me up if necessary. Please help.

  Business response

  08/01/2024

  Customer's return shipment went missing from *****. We filed the claim with our shipping carrier. However, the declared values provided by the customer were in excess of what the actual fair market value of the comics were, given the grades. 

  Customer response

  08/02/2024

   
  Complaint: 22067911
  
  I am rejecting this response because:

  Please explain why I paid quite a bit extra to insure the shipping for $1200. Ive had some of those comics for over 30 years and they are worth much more to me. I actually wanted more insurance, but I did not have the money. Secondly, my presser agrees that they are worth much more. Thirdly, when do you decide how much my insurance is I look forward to these answers.

  
  
  Sincerely,
  
  *********************

  Business response

  08/13/2024

  Insurance coverage is based on fair market value. If someone has an item that is, for example, worth $100 but takes out $1 million insurance, that does not mean that the insurance company will pay out $1 million in the event of a loss. Here is the relevant portion from Section 17 of our services terms and conditions:

  Company will generally ship via ***** with insurance coverage procured by Company of up to US$100,000 per package for domestic shipments and up to US$50,000 per package for international shipments. Insurance coverage shall be limited to the insurance limit posted on the Submission Form for the return shipping service selected by Customer. In the event of a claim for loss or damage during return shipping, the basis for valuation shall be the fair market value of each collectible at the time of loss, as determined by Company in its sole reasonable discretion, not to exceed the posted insurance limit for the return shipping service selected by Customer.

  Customer response

  08/14/2024

   
  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.
  
  I do hold the right to advertise and communicate the position shared by CGC that the shipping insurance amount is a complete sham! 
  
  Sincerely,
  
  *********************

• Initial Complaint

  07/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I submitted 25 sports cards for grading. During the waiting for grading process, I noticed a card submitted wasn't identified in their system. I immediately called them and sent a message providing detailed clarification on the card in question. I was informed that proper identification would take place during the actual grading and there was nothing to worry about. Upon receiving the grades for the 25 cards, 2, including referenced card, were not graded and no reason provided. When I called to ask why, I was told the cards couldn't be authenticated, despite the fact that I provided them with the detailed information for one of the cards. The other card was never identified as an unknown card and there are countless graded identical cards in various selling platforms. In my recent phone call, I was also informed that I would not receive a refund for the cards that were not graded. This is all in addition to the extremely low grades the cards received. I've been submitting cards for years to other grading companies and I've never received grades anywhere near as low as these. In fact, some of the submitted cards had previously been graded by other companies and received much higher grades. I took them out of their encapsulation and submitted to CGC expecting to get higher grades, not 2.5 points lower. This entire process was extremely disappointing and I will never do business with CGC again.

  Business response

  08/01/2024

  As an independent grading service, CGC Cards is trusted by the market to reach an independent and objective professional determination regarding authenticity and grade. We regret that the customer is disappointed with some of ********************** Cards' professional opinions. 

  Customer response

  08/02/2024

   
  Complaint: 22002503
  
  I am rejecting this response because:
  
  The response provided by CGC doesnt address anything. All they said is they regret that the customer isnt satisfied. They dont address the issue at hand. I regret it too, but I gave some detail of a very specific concern. CGC failed to respond in a substantive manner and instead said nothing! This is just another example of their lack of professionalism. Sincerely,
  
  *******************

• Initial Complaint

  05/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I purchased a yearly membership with CGC for services. Included with my membership was $150 in credit. Nowhere at the time did it say that that credit expired. When I tried using it, they told me that they will not honor it, that my membership expired so therefore they were not going to honor the $150 of credit. When I reached out to them, they simply said that unfortunately the credit does expire and it states it on the website, I have looked at their website several times, and I have never found it. I have the original membership sign-up that they sent me, an email. That also does not say that the credit expires. I would like them to honor the $150 credit that they promised me. I find it rather disingenuous and unprofessional that they would not honor the credit that they offered.

  Business response

  06/07/2024

  We apologize for the customer's experience. We should have granted a short extension so that the customer could use the credits. Our customer service department will be reaching out directly shortly regarding next steps.

  Customer response

  06/12/2024

   
  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

  05/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I sent my CGC Signature Series comic book in for cleaning and pressing services, re-grading, and re-encapsulation with a specialized custom certification label the first time in mid-December. In the months since then I have had to return the book to them two more because they didnt do the work requested by me or promised by them.This transaction should have been complete when I received my comic book back in February but here it is, mid May and I see that the book is being returned with still another problem. Due to their negligence I have not been able to make a clear decision on when to sell this book or to confidently consider submitting to their recent once in a lifetime opportunity (their words) signing event they hosted last month with all of the creators of this particular comic. Their delays and failures have cost me a great deal of time and, plausibly, a great deal of money.At this time I want more from them than an apology, a nominal credit, refund, or offer to re-do the work again. This is an investment item and they are the professionals who continue to perform subpar work and put my comic book at risk every time it gets shipped and every time it gets removed and reinserted into their cases. They cost me that once in a lifetime opportunity because of the induced apprehension they put on me with their persistent failures for one single comic book, and have held what value the comic does have in limbo as they drag their feet on doing the basic work that claim theyre experts at and that is very, very unacceptable. This comic should have come back to me the first timeback in Februarywith the 9.6 or better grade and with the custom label and I should have been able to submit that book on time and with confidence for their signing event last month. None of that is my doing. These failures are all on CGC.

  Business response

  05/14/2024

  CGC apologizes for these repeated mishaps and acknowledges that the customer has had a terrible experience. Our customer service team is reaching out to him to try to get this resolved.

  Customer response

  05/21/2024

   
  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

  04/18/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  1. Letter sent to management December,2023.......spoke with this merchant customer service folks on numerous occasions with little to no results .....Copy of Letter to GM.....Attention: Corporate CGC General Manger, This is an attempt to attain a clear understanding and status of subject matter 125 high-valued comic batch comic books shipped to you via ***** ground tracking #************ on 21 october 2023 to CGC ******************************************************************************************....of which 20 were missing, lost or pilfered at some point in the movement. Ive continually accessed my CGC account only to discover the remaining comic books isn't being processed or in "limbo" as to the status, therefore upon receipt of this request i ask for a 24 hr. turnaround for your response, i have been unsuccessful in my attempts with your customer service representatives (receiving zero status) call-backs to my multiple requests, if there is mitigating circumstances to subject matter order 'over and above" the 20 missing comics i need to know that, additionally if you are backlogged i need to know that, if you are actively investigating the issue i need to know that via email. Respectfully Submitted, ***************************, VP **************************** Foundation *************************. Fl. ***** 2. ***** is requesting a waiver from CGC on the lost/missing or stolen comic books,whichever is applicable.........this is a demand !

  Business response

  05/06/2024

  Customer submitted a quantity of comic book to CGC. However, there was a mismatch between what customer listed on his packing slip and what customer actually included the package. ********************** alerted the customer to the discrepancy and there was some e-mail dialogue on this issue back in January 2024. 

  CGC doesn't believe this is an instance of books "missing" or being "stolen" from a submission. Rather, we respectfully suggest that the customer may not have known what books he actually did and did not submit. For example, customer's package DID include several books that were NOT listed on the submission form.

  CGC proceeded to grade and encapsulate the books that customer did submit and those submissions have been returned to customer. 
  

  Customer response

  05/07/2024

   
  Complaint: 21592077
  
  I am rejecting this response because: Admittingly so there were errors in our inventory and submissions "those errors has been corrected" however,  the stolen 20 from shipment to receiving point remains outstanding and the issue needs to be fixed immediately.....if CGC would be so kind as to check the weight of 20 comic books from shipping point to receiving point they would note at some point in the movement of comic books the weight differs from what was actually shipped ,furthermore and as i suggested last year when speaking to customer service there must be video surveillance available on the movement of comic books....i never got an answer on either suggestion and question.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  03/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have used CCG - CGC tcg cards services multiple times spending tens of thousands of dollars in service fees. I have submitted order Order #: CGC2044043435 consisting of 145 cards. The received date was 1/22/2024 with a stated service date no later than 40 business days. We are currently 2 weeks past service level and CCG has not even started my order. This order is costing $1,567 and unacceptable service. CCG states that service is completed on a first come, first serve basis, however, it is widely known they will have clients (*********************) jump the line and this puts other customers at a longer time frame for card grading. These business practices are unexceptable. Furthermore, I have reached out to CCG three times for a status update to try and get an idea of when my order will be complete with no resolution. I am asking for a significant discount and completion of my order ASAP.

  Business response

  03/26/2024

  We understand the customer's frustration. While we make every attempt to post realistic turnaround times, sometimes delays do occur, and please understand that our turnaround times are estimates only and are not guaranteed. Nevertheless, we will be expediting the customer's order.

• Initial Complaint

  02/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I acquired a comic book graded by this company that does not conform to their own definitions of the grade. The purchase price of the book is driven by the grade and in this case here appears either the book was incorrectly graded or the book was damaged during handling by CGC.The tear in the book (upper left) should not have supported the 9.6 rating. The name of the firm is Certified Guaranty Company, LLC. The definition of "guaranty" is a formal promise or assurance (typically in writing) that certain conditions will be fulfilled, especially that a product will be repaired or replaced if not of a specified quality and durability.Seeing as either CGC misgraded or mishandled the book I put to a challenge their use of Guaranty. When I reached out to CGC, they only repeated what was documented on the grade but they did concede a tear would be unusual. However, they also stated that mishandling can occur but there is no recourse. So I ask, how is it appropriate to use the term Guaranty in the name? What are they guaranteeing if the grade can change due to mishandling or they dont own up to errors in the certified grade itself.

  Business response

  02/28/2024

  The CGC Comics Guarantee is found at *******************************************. It provides, in part: Important Note: Because of the fragile nature of most paper Collectibles, the grade is not guaranteed (other than for cards).

  In order to fully review the grade of the book, we would need to see more than just a close-up of the top corner. Nevertheless, the photo provided by the complainant does not illustrate any defect that would automatically disqualify the book in question from receiving a 9.6 grade.

  Customer response

  03/04/2024

   
  Complaint: 21332850
  
  I am rejecting this response because:  the definition response is vague.  Below are industry standard definitions from **********/Comics Price Guide, Heritage Auctions, and a competing grading service and long-time dealers, etc.  They are all consistent.

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

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

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

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

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

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

  9.6 NEAR MINT+ (NM+): Nearly perfect with a minor additional virtue or virtues that raise it from Near Mint. Only subtle bindery or printing defects are allowed. No bindery tears are allowed, although on Golden Age books bindery tears of up to 1/8" have been noted. Cover is flat with no surface wear. Inks are bright with high reflectivity and a minimum of fading. One corner may be almost imperceptibly blunted, but still almost sharp and cut square. Almost imperceptible indentations are permissible, but no creases, bends, or color break. Small, inconspicuous, lightly penciled, stamped or inked arrival dates are acceptable as long as they are in an unobtrusive location. Spine is tight and flat. Staples must be original, generally centered, with only the slightest discoloration. Paper is off-white, supple and fresh. Only the slightest interior tears are allowed.

   

  CGC grading definitions seem to have trucated over time vs the rest of the industry.  I am happy to send over a higher resolution image but dont believe that is necessary as the tear is visible.

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

   

  CGCs owns scale states.  A tear of that size constitutes minor?  

  A very well-preserved collectible with several minor manufacturing or handling defects.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  02/14/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On Nov 14th 2023 I submitted a *************** to CGC for grading services. I The total cost of grading and shipping the book was $50. My declared value for the book on my original submission form for insurance purposes was $399 (which includes: my original and total cost basis, the cost of grading, the value added by the grading service, the rarity of the book on the current census, and the previously agreed to price for a buyer which I had already lined up.) CGC graded the book and sent it back to me (nearly two months later, Jan 8th) via ****** a subcontracted shipper for CGC. The way CGC works, the customer is responsible and liable for the shipment TO CGC in *******, but CGC is responsible and liable for the the RETURN shipping. On January 11th I returned home to find the ********* COMPLETELY destroyed on my front porch. The box had a large 5inch puncture in the side, the CGC slab was shattered on the edge, the face, and the back, and the cover of the book was removed (which CGC had graded an 8.0/10 by the way). These damages reduce the value of the book to $0, and I had an original declared value of $399, again for insurance purposes. Today is 2/13/24. I initiated the damage claim with CGC on the 11th of January, the same day I received the destroyed book. Over the course of the last month+ I have exchanged no less than 16 emails back and forth with CGC, who has continually deflected, dodged, and danced around the fact that they do not have any intention of reimbursing me for the declared value of the book, which was destroyed by their subcontractor. CGC made me send the book back to them for "re-grading" (which is ludicrous), and just today they offered me $100 to settle the claim, which again does not even cover my cost basis, let alone my time, the buyer I lost, and my loss of reputation in the industry. The $399 declared value is 100% CGC's responsibility to reimburse me for IN FULL. I will not accept resolution for a cent less. This is BAD BUSINESS CGC.

  Business response

  02/21/2024

  We have reached resolution on the amount of compensation.

  Customer response

  02/22/2024

   
  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.
  

  As an additional note for the record: although CGC has committed to compensating me for the full declared value of my damaged goods, I am still generally displeased with the quality of customer service that I received and the length of time and amount of effort that was required to reach said resolution. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  01/26/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unresolved

  More info

  In September 2023 I submitted comic books for grading. One of the books that I had submitted was a silver edition factory sealed book and I was looking to have it graded Book was never graded and I received a book thats not mine and I want my book back And my money back for what they didnt do.

  Business response

  02/09/2024

  We have forwarded this to our customer service team.

  Customer response

  02/09/2024

   
  Complaint: 21198422
  
  I am rejecting this response because: The answer they provided did not address any issues. All they wrote was theyre passing it off to their customer service. Thats the same thing that they did to me every time I called them to find out where my book was and there is nobody to talk to there its an absentee company
  
  Sincerely,
  
  ***************************

  Business response

  02/21/2024

  Our customer service team has been in touch with the customer a number of times and explained our processes to him. There is nothing more we can do.

  Customer response

  02/22/2024

   
  Complaint: 21198422
  
  I am rejecting this response because: CGC only contacted me twice once was to leave a message at an obscure hour when they left a message and the second time I called back spoke to someone named *****. I gave him a simple way out of this do your job or give me my money back it was a very simple request but unfortunately, they dont want to do that. 
  

  wow, called me many times they didnt call like they wrote. 
  

  they have a resolve they just dont want to choose it. Do your job or give me my money back rather simple but theyre turning this into something very complicated.
  
  Sincerely,
  
  ***************************

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