Complaints

This profile includes complaints for Money Metals Exchange, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Money Metals Exchange, LLC

  Eagle, ID 83616-6032

  
• 

  Money Metals Exchange, LLC

  PO Box 2599 Eagle, ID 83616-9120

  

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:05/02/2025

  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.

  On April 9th I bought 5oz of silver in coins from money metals. They sent two emails saying the package would be shipped with insured shipping and delivered on the April 24. The price of the contents are $218. After seeing the tracking number it said it was delivered on April 14 with a signed confirmation. However after contacting my post office the insurance is only for 100$ not the value of the package. After talking with the post office I spoke to money metals and was promised a call from the shipping manager to help resolve my issue.

  

  Business Response

  Date: 05/05/2025

  We are not able to process this client's claim for replacement of the metals we shipped. There are two reasons. The first is that the ***************** report the package was properly delivered and signed for on April 14th. The second is that the client did not notify us of a problem with his delivery until April 29th - more than two weeks after the package was reported as delivered. 

  Customer Answer

  Date: 05/06/2025

   
  Complaint: 23279373
  
  I am rejecting this response because:

  
  The post office did not hand it to me the addressed recipient or any other person who resides in my home. They handed it to a person on the street in-front of my home. Never knocked on the door and handed it to a resident of the home. There is no resident at this address who matches the signed name on the proof of delivery 
  
  Sincerely,
  
  **** *****-*****

• Initial Complaint

  Date:04/22/2025

  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.

  On 02/07/25, I ordered multiple items from Money Metals (MM). one of them was to be a Peace Silver Dollar that was supposed to be "Almost Uncirculated" (**). This Peace Dollar had clearly been scrubbed or polished to look better than it actually was. I contacted the company I three or four times by phone to ask for a solution to get an actual ** Peace Dollar. I was initially told that this was their mistake; that sometimes the wrong piece is put into an order. The only solution that I was offered was a $5 credit on my next order. I wasn't planning on making a next order at the time. Even if I made another order, I would have to spend $199 to get free shipping to receive something for which I had already paid shipping (the Peaces Dollar). If I wanted to exchange the coin, I would have to pay to ship it to them. I had to think about it. I called a couple of times to talk to the same customer service person. I was told he would call back, but he never did. Eventually, I spoke with someone who asked me to send pictures of the incorrectly labeled Peace Dollar. I made an offer to him that I would keep that coin. I would use the $5 credit on another real ** Peace dollar but pay the lower price of a common circulated (CC) coin since I had already paid the ** price for a coin that was obviously a CC coin. In addition, I didn't want to pay shipping or the credit card processing fee. It may seem like a lot, but they had put me through it by now. I just wanted an answer. I was told they would get in touch with me. A couple of days later I received an email telling me they had confirmed my $5 credit and that the coin in question was on the border as to whether it was an ** coin or not. Then the email went on to sound like a lecture on the difference between ** and CC Peace Dollars. I emailed once more asking for an answer to my offer or for them to make an offer to me. That was about a month ago. I haven't heard back from them.

  

  Business Response

  Date: 04/23/2025

  If the client wishes to return the coin he received, we will happily replace it with another AU coin. We will send a prepaid shipping label for the return to the client. If the coin that is returned is deemed by us to be in AU condition, the client will be asked to pay for the cost of shipping the replacement coin. Or, we can issue a $5 refund to the client, whichever the client prefers. We have had multiple phone conversations with the client in regards to this matter. We aren't sure why the client feels we have not been responsive.

  Customer Answer

  Date: 04/24/2025

   
  Complaint: 23236591
  
  I am rejecting this response because:
  I have already received an email from MM telling me that the coin was "on the fence as to being truly an AU." (My photos must not have done the coin justice as to how inferior it is.) Because MM has already admitted it is not of the quality advertised and paid for by me, I don't see any reason to ****** on MM dealing with me fairly. The wording of your response doesn't point me in another direction either. You seem to be saying that if you deem the coin to be AU, I will have to incur additional expense for shipping, or you will refund $5 to me. You offer the refund without explicitly saying what will be done about either the coin or my initial expense of $33.49. Perhaps this is just a poorly crafted letter.

  I have made a clear offer to buy this coin as a "common circulated" coin and pay for another actual AU Peace Dollar at $29.99 which was the price of a common circulated at the time of this order. My offer also stipulated that I would not pay for shipping or a credit card processing fee for the additional purchase.

  I thought my offer fair because: I was told in a phone conversation I would have to pay to ship my current coin back for an exchange; and this was MM mistake in the first place. You have pictures. I would like an answer.

  Really, is this how you expect to entice me to continue my interest in coins and bullion with MM?
  Sincerely,
  
  ******* ****

• Initial Complaint

  Date:04/09/2025

  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 called money metals exchange and sold them 200 1 oz silver rounds 999. It said online and I verbally asked on phone 3-5 business days upon receiving goods my payment will be mailed no later. Its been almost 2weeks?????????????? I called and they said its not mailed (check) yet so I told them to direct deposit it and they said $25. They were surprised when I said thats fine, needed the money asap. Then they said No they want to email it to me? This service they use did not work-20 min later I called back tell them DONT WORK I said direct deposit it like we agreed and they said now its $50. I told them not gonna happen thieves mail it to me . Now its been another week, NO PAYMENT NO CONTACT NO NOTHING!!!!!!!!!!!!!!! SCAMMERS, THIEVES DISCUSTING

  

  Business Response

  Date: 04/09/2025

  We do not have a transaction with this client more recent than July 13, 2024, which was completed successfully. The client sent us an email on March 28, 2025 with a tracking number. The tracking indicated the package was delivered in ********, ** on March 31, 2025. We are located in *****, **. We responded to the client and let her know that we do not have any open orders for her. The client is welcome to contact us directly if there are still questions, but we have not had any other correspondence or voice mails from this client to this date. It appears she may be confusing us with another firm. We ask that this complaint be withdrawn.

• Initial Complaint

  Date:04/07/2025

  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 around February 1st i made my monthly $300 payment to receive my products of gold and silver. None were ever received. Upon contact for a resolution they instructed i had a 30 day investigation. Once completed i can have my metals as a one time courtesy replacement as stated by ******** b later in April. I was never sent an email nor have i received any sort of mail requesting me to fill out a form within 5 days of a conversation i had with an ****** in march. People have lives and people have responsibilities. I made it clear to ******** that it was clearly a problem. So back to square one. Why wont they try to honor any sort of agreement with a customer who's bought over a thousand dollars worth? Incident was reported as potential fraud or scam to local PD as well as Incident number and officer assigned.

  

  Business Response

  Date: 04/08/2025

  Time is of the essence in lost package investigations and we need cooperation and engagement from clients. We were not able to get those things from this client. The claim has been denied, based upon the terms of the order.

  Customer Answer

  Date: 04/08/2025

   
  Complaint: 23172309
  
  I am rejecting this response because:

  i made a $300 purchase and they have confirmed the package is lost and has not been returned to them. therefore outside my control anyways. Why would i at any point be responsible for an error on the senders end in which the package is lost? 
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:03/07/2025

  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 ordered some coins from this company and they were lost or stolen in the mail and now the company is jerking me around about a replacement or refund. I've contacted them several times and NEVER get a ligament answer. I paid instantly and was at NO FAULT.

  

  Business Response

  Date: 03/10/2025

  This client has called multiple times and has been told repeatedly that we will be replacing his order, if it is not located by the carrier. We require a 30 day period of time to investigate and attempt to locate missing packages. This has been explained multiple times. The client's order will be re-shipped after March 22nd, unless the original shipment arrives before then.

  We will not be able to accept additional orders from this client based on the difficulty communicating about this order and failure to meet his commitment to make payment on prior orders.

• Initial Complaint

  Date:12/24/2024

  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.

  Hi there Theo ******* called money metals will not close out a account I have no knowledge with I all ready step in to my police department they told me they dont hand out reports but will fill out a report and give me a the post card Id card they refused to take they because they said it expired but it is good for life there now what do I do

  

  Business Response

  Date: 12/26/2024

  This complaint is incoherent and we are not sure what this individual is asking us to do. Two orders were placed on November 7th. The client then used our website chat to tell us the first order was not legitimate. He indicated that it had not been placed by him. The order was canceled and the account was flagged as fraud. The second order was also liquidated based on suspected fraud. The client was asked to dispute the payment that had been made with his bank. This was done and the funds were returned to the client's account on Dec. 12th. We are not able to assist further. The funds have been returned to the bank account from where the payment originated. Given the broken English in this complaint, identity theft and attempted fraud appear likely to us.

  Customer Answer

  Date: 12/26/2024

   
  Complaint: 22728100
  
  I am rejecting this response because:I never called in its fraud some one is using my info to make a account and being billed to me have it stoped now 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:08/19/2024

  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.

  This is a Customer. For weeks *** tried to get you guys to help me with my stolen/lost 31 OZs of silver that I bought from you guys back in June 23rd, which was shipped on June 29th and was supposed to arrive July 3rd but never did.After spending the last 1-1/2 months going back and forth with you ************ not a single side can compensate me for the 31 ounces ($1031.46 value) that was stolen / lost.Just today over the phone with one of your representatives, I suffered a panic attack due to the amount of stress, & depression which was caused by all of your representatives telling me that I will never get my money or silver & which I have been facing due to this situation. Not to mention the one that happened before receiving a that call back.Ive been going through absolute ****, & this situation has made me completely lose my sanity. Im literally considering putting a gun to my head and killing myself due to the amount of stress that this has caused and has added to my 8 years of non stop stress, anxiety, & depression.I promise you, I will make it 100% clear that this situation involving you guys, & **** was the reason why I ended up putting a bullet in my head.

  

  Business Response

  Date: 08/20/2024

  We are a bit at a loss as to this BBB complaint. The decision was made to honor the client's claim and the client received an email to that effect. We do not understand the complaint, but, the client's mental state is clearly not good. In any event, we will be shipping the metal the client is requesting shortly. We have encouraged the client to call the national suicide prevention hotline for help as his life is valuable.

• Initial Complaint

  Date:07/28/2024

  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.

  Money Metals Exchange is charging us for CA State Sales Tax of $23.05 for one of two orders that were paid for at the same time with a single ACH payment. Together the two orders exceed the minimum $2000 purchase threshold for CA not to collect sales tax. Although the two orders were placed days apart (7/19/24 and 7/22/24) both orders are being paid together with packaging, shipment and delivery at the same time. We are asking for a refund of the tax paid of $23.05. The Director of **************** has denied our request.

  

  Business Response

  Date: 07/29/2024

  We have explained to the client how California state law works with regards to collection of sales tax. State law does not provide for combining separate orders for purposes of calculating or collecting the tax. If any single order is not above the $2000 threshold, we are required to collect the tax. That is the law and we are not able to circumvent it.

• Initial Complaint

  Date:07/20/2024

  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.

  I Contacted *********************** employee at The Money Metals LLC with the phone at ************. Purchased $1500 dollars of silver thats worth $600 I called the receptionist who answered the phone she got at mad me after my 4th phone call. You can have his voice mail hes away from the phone. I called again hes st lunch. I called again he gone for the day. 7 hours total, Next day youve just missed him. Pre 1965 90% Silvercoin 1/2 dollar at ***** cents his sneaks his theft in (.715) theft $300) Thinking you wont catch it. I should have 50oz.its 20oz come to find out he (sent led) not silver. Ive bought the same thing at JD Bullion it was .50oz $750.00 I bought another From Apmex .50oz $750.00 1/2 dollar $30 face value. After using 2 other companies I cant believe he would come to the phone or return my call back.

  

  Business Response

  Date: 07/22/2024

  I called the client to explain how to calculate the silver content in his order of 90% silver coinage. He seemed to understand that he was not cheated. His shipment is expected to deliver tomorrow.

  Customer Answer

  Date: 07/22/2024

   
  Complaint: 22020238
  
  I am rejecting this response because:

  I still have not received my order from July 11 & today is July 22 I wanted 1oz pure silver coins not .715 silver thats why I paid $1500.00 they made $900.00 profit.

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

  

  Business Response

  Date: 08/12/2024

  The client disputed payment on one of his two orders and has threatened to dispute the second payment as well. We therefore requested the package be returned by the carrier, prior to delivery. The package has arrived back at our facility. We will not be able to refund payments as one or both of the payments has been disputed with the client's bank. The client will receive the funds he is due via the dispute process.

• Initial Complaint

  Date:04/12/2024

  Type:Delivery 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.

  ordered 7 one ounce bars silver I received the order I opened the package there was 4 oz bars account # is ******* sales order ******* I paid $ ****** for 4 'oz I *** think so please contact me at ****************

  

  Business Response

  Date: 04/15/2024

  The client has said he will withdraw the complaint. He located all 7 bars and is not missing any silver.