Complaints

This profile includes complaints for U.S. Money Reserve Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  U.S. Money Reserve Inc.

  PO Box 170339 Austin, TX 78717-0021

  
• 

  U.S. Money Reserve Inc.

  6860 Phelan Blvd Ste 101 Beaumont, TX 77706-5970

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:03/10/2025

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  US Money Reserve is committed to pay the Annual Maintenance and Storage fees for my account. The fees are to be paid in January of each year. This $225.00 has still not been paid on my account. I received an invoice from Equity Institutional #******* dated 2/4/25 and payment is due by 3/28/25. Phone #************ and ************.

  

  Business Response

  Date: 03/11/2025

  This customer does in fact have free fees for life. USMR is not sure why Equity, the third-party custodian and not  related to USMR, is sending him bills because he does have free fees for life. USMR will  reach out to Equity to have them correct the error. However, the customer can be assured that he will not be charged the fees even if Equity mistakenly sends him bills associated with his account

  Customer Answer

  Date: 03/11/2025

  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

  Date:02/21/2025

  Type:Product Issues
  Status:

  ResolvedMore 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.

  My father bought over $117,000 in gold coins since February 2024 through December 2024. Unfortunately he passed away in January 2025 and I have no desire to keep these coins, although gold prices are rising the buyback offer is $94,000 which is a loss of over $23,000 of my dads hard earned money which doesn't make sense to me.

  

  Business Response

  Date: 02/25/2025

  USMR has resolved this customers complaint to her satisfaction. Please let us know if we can do anything further.

• Initial Complaint

  Date:02/10/2025

  Type:Billing 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.

  US Money Reserve ripped me off by claiming I would get my money back in value when I decide to sell these coins. They had a high pressure selling tactic. I was called many times and so was my wife. When I called to sell back these coins last week they wanted me to sign an Authorization to Obtain Bidding. I do not feel comfortable signing this. The form was sent to me very quickly and the person I spoke with stated she could not talk to me about these coins until I signed this. I feel I can not trust this company now and feel uncomfortable signing it. I went to a local coin shop yesterday and was offered ****** for this group of coins. I also attached another online quote. Both places saw the coins and have great knowledge of their value. Gold prices are a lot higher now in paybacks. I am a senior citizen on a fixed income and feel they took advantage of me by charging me way more than their value of the coins. I am happy this isnt something my children have to take care of after I am gone. I want back the amount of money I paid for the coins. Thank you, ****** *********

  

  Business Response

  Date: 02/18/2025

  USMR disagrees with this client's description of our sales process. Further, the attached phone call makes it evident that he was not required to sign the Bid Agreement prior to USMR obtaining bids. However, USMR has taken care of this customer and the last our ***************************** spoke with him, he was fully satisfied. 

• Initial Complaint

  Date:01/31/2025

  Type:Billing 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.

  Between 7/2023 & 7/2024 US Money Reserve sold 15 Gold and precious metal coin sets to my father, R ******* for $218,478.00. He was told repeatedly that this was a way to safeguard his investment money. My father passed away in late 2024 and as the executor of his estate, I have reached out to US Money Reserve to liquidate the portfolio. The amount offered was a 20% reduction to the monies paid, even though the price of gold has increased 30-43% from purchase price on all but the latest purchase in 7/2024, which had an increase of 11%. If this was a safe investment, how did he lose 20% of the value when gold prices have increased? US Money Reserve business practices seem unscrupulous at best. I can't understand how they reflect an A+ business rating.

  

  Business Response

  Date: 02/05/2025

  USMR is refunding the clients daughter in full in exchange for a return of the coins.  USMR disputes that any of the statements she claims USMR said to her father occurred. However, the full purchase price will be returned upon USMRs receipt of the coins. 

• Initial Complaint

  Date:12/10/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore 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 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

  Date: 12/10/2024

  This customer has been removed from all contact from USMR.

  Customer Answer

  Date: 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

  Date:11/21/2024

  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.

  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

  Date: 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

  Date:11/21/2024

  Type:Sales and Advertising 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.

  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

  Date: 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

  Date:09/23/2024

  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.

  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

  Date: 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 Answer

  Date: 09/25/2024

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

  

  Business Response

  Date: 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 Answer

  Date: 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

  Date:06/26/2024

  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 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

  Date: 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

  Date:04/17/2024

  Type:Customer Service 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.

  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

  Date: 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.