Complaints

• Initial Complaint

  12/10/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I asked for them to send me a brochure about it. I decided I would not be interested. They have not stopped calling me after I told them I was not interested. I would not recommend even calling them. I called to get off the calling list. That only made them call me more. Sad but true!

  

  Business response

  12/10/2024

  This customer has been removed from all contact from USMR.

  Customer response

  12/10/2024

  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.
  
  Regards,
  
  *** ****

• Initial Complaint

  11/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought $2,842.00 dollars worth of coins from this U.S Money Reserve in the *** of October 2024. When I was purchasing the coins over the phone I ask if I changed my mind would I be able to return them. They said yes. I decided the coins wasnt a good investment so I called and told them I wanted my money back. Where do I need to send the coins. They informed me an individual would get in contact with me with the information. No contact in fact they will no longer answer my phone calls or call back when I leave a message

  

  Business response

  11/22/2024

  This customers purchase was in the 30 day guarantee where USMR guarantees he will get a full refund back upon USMRs receipt of the coins. The customer has been contacted and told what to do so USMR is not sure why he filed this complaint in the first place. Once USMR receives the coins, he will have 100% refund.

• Initial Complaint

  11/21/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My father purchased approximately $90K in four (4) ****** gold coin series dated 1988 - 1991 on 1/30/24. He became sick on 2/24/2024 and passed away in April 2024. I have no need for gold coins and called for a quote for a buy back. They quoted me 20% less than his purchase price. I understand a premium on a buy back but not 20%. That's outrageous. The price of gold has increased tremendously and unless the ****** gold coins are overhyped, then why a 20% reduction? Maybe a post on social media stating the prices they are quoting for buyback may have some impact?.

  

  Business response

  11/22/2024

  This customer has been contacted and told that she will receive a 100% full refund for her fathers coins upon US March receipt of said coins

• Initial Complaint

  09/23/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  4/29/2024 - I bought ********** of gold. I got a e mail it's on the way them it was out for delivery then it was delivered. I called them and said it was not delivered they told me it was delivered to the depository. That was to much money to be at my house. I had to much going on at that time I just hung up on them. I was going through a lot at that time my sister died and I was trying to get through it. So after I got done with it I started reading their paperwork I didn't like what I seen so I called them and told them I wanted my gold. I yelled at them about not sending it to me the first time then they said the *** makes them send it there. They can't make up their minds. They told me ****** to send it to me, when it got here it cost me ******. I don't think I should have to pay the shipping they shipped to the wrong place.

  

  Business response

  09/24/2024

  This customer opened a ********************** metal **** Based on the fact that it was a precious metals **** the precious metals were sent to a depository pursuant to IRS rules. Two months later* he decided to close the account. The custodian of his account  was Equity Trust. None of the fees detailed in the customers complaint were charged by **********************. Equity Trust charged him $536.62 for shipping and insuring the precious metals to his house; Equity Trust also charged an account closing fee of $250.00 as well as a special handling fee of $50 . The total amount charged to the customer from Equity Trust  is $836.62. USMR did not make these charges.
  The customers complaint is against the custodian of his precious metals IRA * Equity Trust and not against USMR. ************ is not in anyway affiliated with USMR other than to act as the custodian for precious metals IRAS 

  Customer response

  09/25/2024

  Complaint: 22324001
  
  I am rejecting this response because:
  It was a **** *** the *** should not be involved.
  Regards,
  
  ******* ******

  

  Business response

  09/25/2024

  The *** governs and promulgates the rules for both **** IRAs, and other retirement accounts. If a ***************************************** retirement  account is opened, the metals must be shipped to a depository.  If the customer wanted physical gold, he should not have opened up any type of **** but instead just purchased physical gold, in which case it couldve been shipped straight to his house
  

  Again the monies this customer is complaining about losing did not go to USMR. He needs to file a complaint against ******************** , which is the company that charged him the fees as outlined in the previous response.

  Customer response

  09/26/2024

  Complaint: 22324001
  
  I am rejecting this response because: The hole time I thought I was talking to US Money. Why would I want to move my money from a **** *** to a regular ***. I watched the clip from TV and people are at their kitchen table playing with the gold. Where else would I think the gold was going. I thought I was just buying gold and silver. Nobody explained any different.
  
  Regards,
  
  ******* ******

• Initial Complaint

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made a purchase of $100,000.00 of gold from this company. When it arrived, I felt it wasnt a large enough amount so I took it to PMR and had it valued. They told me it was worth $31,000.00 and that this company tends to mark the prices up around 600%. They also said I needed to be very diligent and get my money back. They also said it would be difficult and so I am requesting your help.

  

  Business response

  06/26/2024

  USMR has no idea why this complaint was filed. The client received 100% of her original purchase price back due to the fact that she returned her precious metals within the USMR 30 day- no questions asked-100% money back guarantee.
  Further, the statements in the complaint are patently false. After speaking with the client, an unscrupulous metal dealer told her that the value of coins were worth far less than they were actually worth. That same dealer said that USMR had a  F rating with the BBB. We USMR has  an A+ rating with the BBB and  we are also accredited . Clearly she took her coins to ,someone who was trying to cheat her and buy her coins at a much lower price than they were worth.

  Regardless, she has made completely whole.  USMR is unsure why this complaint is of record.

• Initial Complaint

  04/17/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Complaint taken over phone by BBB representative BA.Consumer has an *** with the business. He has been trying to close out his account for the last month. Often when he calls he gets a recording and has to leave a message. No one calls him back. The representative that he has spoken with, *********, told him someone would call him back. When that person called, they did not help him. He thinks they are stalling, waiting for the price of gold to go down. He has around 9K in the fund and needs the money for taxes.

  

  Business response

  04/17/2024

  USMR received the request for an in-kind transfer on March 28, 2024, and submitted that request to the custodian on the same day. The client requesting to have the metals shipped to him directly. The custodian, Equity Trust, generally takes up to three weeks to facilitate the shipping. USMR has a tracking number from the storage facility, AMGL, where the coins were stored. The metals are on the way to the client.
  If the client is now wanting a refund, instead of the physical metals, please advise. We show no other calls from the client to our company except for one call on April 11, 2024, when USMR told the client that his account had been closed. 

• Initial Complaint

  02/21/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Money was sent to US Reserve at the beginning of December, 2023, for a 1 ounce gold coin. They said they would ship via **** and that I could track my order. The coin had not been received by the 25th of December, so I called and they said that *** had attempted delivery twice, but no one was home to sign. That was untrue, as someone was home at all times, and no Attempted Delivery form was left by **** as their norm. I did try to track the package, according to the number that they gave me, and there was no record of that number. They told me to wait another two weeks, but the coin never was delivered, or attempted. I called again and was told that they could attempt to send the coin again, this time by ***** registered mail, with a tracking number. They stated that I would have the coin within two weeks. Two weeks later I called again, and this time they told me that the coin had been mailed and it was out of their hands. They said that my next steps were to call the post office and deal with it myself. As a former postal employee, I am familiar with the system and know the correct questions to ask. The post office has no record of an attempted delivery or a package by that tracking number being mailed. All of my questions to the US Money Reserve go unanswered and they basically are saying that the problem is mine to solve. I feel like they have my money and they don't really care if I get my coin. It's been nothing but the runaround since my first call to complain.

  

  Business response

  02/22/2024

  USMR has contacted this customer and resolved the issue to her satisfaction. Unfortunately, there was a shipping error which has now been rectified. Once the client receives her coins, she stated that she would withdraw the complaint. Please let USMR know if it needs to take further action.  

  Customer response

  03/04/2024

  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.
  
  Regards,
  
  *************************

• Initial Complaint

  11/17/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  About two years ago my brother asked me to partner with him in purchasing some numismatic gold coins (from US Money Reserve). I agreed. Recently he tried to get some information regarding a buy back (from *******), unfortunately; he misplaced three of six sets. He was told they would repurchase the three sets for half the original price, completely ignoring any additional value.After some discussions, searching, conversations, he found one additional set. He tried, unsuccessfully, to get a repurchse value of the recovered set. I tried to get information, but could not.I may have bought coins from them (US Money Reserve) earlier, so I had an account there. In my endeavours I was connected with *********************, who provided information regarding (I assume current) sale prices. Since my brother recovered one set, I emailed ***** asking about current buy-back pricing, however, ******* called me. He said 1) I did not have interest in my brother's account; 2) that I was being hostile; 3) that he didn't have time to search a buy back price for one set; 4) and, again I didn't have interest in my brother's account. I reminded him, he called me! I expected I would get some meaningful information, but instead received arguments, hesitation, accusations, and NO answers.I request the following information, previously requested but REFUSED:Purchase price on 30 Nov 2020, current price, and current repurchase price for each of the following individual sets:(************* Date Run PR69 Set w/ AR-CR PR69 Silver) 1986, 1987, 1988, 1989, 1990, and ****. Be careful dealing with U.S. Money Reserve! They cannot be trusted!

  

  Business response

  11/17/2022

  We can not give out information on one person's account to another person unless we have legal permission form the account owner.  USMR has nothing on record that there is an actual partnership between the two brothers.  We need a ***** of ****************** ******************* appointing his brother, ****, as POA to discuss ****'s account with ****..

  In the meantime, USMR will reach out directly to ******************* to give him the requested information.  If we receive the POA, we will be happy to discuss *********************** account with ********************  Further, at no time was an offer to repurchase Mr. Kent ******* coins at half of what he paid for them made to *******************. Again, we can not legally discuss  a person's account with another person who is not on the account.

  Customer response

  11/17/2022

  Complaint: 18419206
  
  I am rejecting this response because:
  

   

  The information I request has nothing to do with my brother's account!  I asked for specific information for my benefit, not my brother's!  Just send the requested information!

  
  Regards,
  
  *******************

  Customer response

  11/18/2022

  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.
  
  Regards,
  
  *******************

• Initial Complaint

  07/22/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My 87 yo mother was convinced to purchase $60,000 worth of gold on or about 7/1/22. When it arrived she asked me to unbox it, which I did for her on recorded camera. The coin value for which she paid did not match the coins that were unboxed. The melt value was less then half of what she believed of $60,000. In addition when I went to check her bank account online I saw that USMR charged her double for a grand total of ********** for approximately $28,000 worth of melt value gold. The company appears to prey on the elderly, running commercials at key times when they are watching. In addition, also asking if anyone was home to hear the transaction. **** stated his own mother does not reveal her investments, and suggested my mother keep the transaction to herself, as more people knowing about it complicates the transaction. Making a sale on a secret does not bode well. This statement appears dishonest and deceitful; turning the elderly away from the protection of their family in order to trap them into the sale. My mother is very upset about this transaction and wants to return the coins within the ******************************* their policy, for a full refund of $**********.

  

  Business response

  07/23/2022

  USMR disagrees completely disagrees with the valuation, but completely stands by its 30 day guarantee and will refund the customer 100%.  ********************** will reach out to the customer to give him return instructions .  

• Initial Complaint

  07/11/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On or about July 7th I called US MONEY RESERVE to inquire about their gold coins. I spoke to a man named *********************** and he convinced me to order one coin for $4528. On July 11 I called to cancel the pending sale. At first the man on the phone tried to persuade me not to, then said he had to check with ***** and would call right back. He did not. I called again and only got a voice mail box. Called main number and once again got only a recorded message.Ive read the complaints you have gotten previously, wish I had checked with you first as it certainly appears this coins are over inflated in price. Can you help me get this canceled and off my credit card?

  Customer response

  07/12/2022

  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. After a few calls,  They took the pending hold off my credit card and canceled the shipment. Thank you for your help. Your letter to the company prompted the action. 
  
  Regards,
  
  *****************************

*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. ↩