Complaints

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:07/09/2025

  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.

  Invested ******* in gold and silver they helped themselves to ******

  

  Business Response

  Date: 07/10/2025

  *** takes all complaints and customer experience very seriously. After reviewing our customer's transaction, *** will issue a full refund of purchase price. 

   

• Initial Complaint

  Date:07/08/2025

  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.

  Back in late February early March and made a purchase with American Hartford gold. Before that they were calling me literally at least every week to every other week for two years straight because I showed a little interest prior to that. Anyways I ended up making a bigger purchase than I was initially going to they made it sound worthwhile so I spent 100k with them. Meanwhile the salesman defriended me showed interest and I started opening up to him because naturally I'm an open book letting him know that I had a traumatic brain injury from a accident that happened in 2016 were an old wooden dilapidated garage door broke up the hinges and came down on my head how I'm blind for 10 minutes on top of that after the fact I started suffering from really bad migraines losing my memory and getting these weird brains zap's and the salesperson knew most of us cuz I told him but on top of this I was dealing with taking care of my mother cuz she had hip replacement that went bad and the doctor cut through nerves she ended up worse after the surgery she got diagnosed with osteoarthritis so with my condition and hers things weren't easy like I stated I had *********** so it wasn't hard for them to charge me 100k but only received roughly only 59k in gold and silver

  

  Business Response

  Date: 07/17/2025

  *** takes all complaints and customer experience very seriously. This complaint is the consumer's second complaint, and like the first complaint seems misplaced and contains inaccuracies as well as unrelated personal information. At the customer's request AHG promptly issued a full refund for products received. Contrary to the consumer's assertion, there was never any doubt that he would receive a refund for the returned products. As a courtesy, the consumer can keep any complementary or promotional silver coins he has received. 
  Additionally, *** wishes the consumer and his mother the very best health and happiness.

• Initial Complaint

  Date:07/01/2025

  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'm an 82-year-old male. On or about 12/18/2024, I opened a Traditional *** for $308420.73 and a **** *** for $108732.52, totaling $417153.25 with American Hartford Gold. I wanted to purchase gold bars, but the agent convinced me to invest in gold coins. He told me there were no fees for opening the accounts. I was confused, but after assuring me this was the way to go, and he would work with me, I agreed. A few days later, he sent me a list of coins that were purchased for me by AHG equaling, $417153.25. About 95% were foreign coins. A couple of weeks later, I was informed that my agent had quit and a new person was handling my accounts. He said that when I wanted to know the value of my coins to call him and he would send me the value of the coins. I called him on 4/17/25 to send me the values. He told me he only had time to send me the traditional *** info because he was leaving for vacation. Now, mind you, gold was skyrocketing. From 12/18/24 to 4/17/25, the spot price of gold went up $713.00. I was expecting a nice increase in my coins. Instead, my Traditional account went down $33923.55. I then started to look a the reviews of *** and soon realized I was involved with a bad company. I made some phone calls and found out a little about gold coin investing. Foreign coins are not the way to go; American coins are much better. I think foreign coins were easier to manipulate. I switched my accounts to a new company and asked if they could tell me the actual price of the coins purchased for me by ***. They did, and it showed the Traditional *** coins were worth $234654.48, and my **** *** was worth $79620.50 for a total of $314274.98. In only 5 months, my accounts are down $102878.27. from my original investment. I'm looking for American Family Gold to return the $102878.27 they took from me. How would I ever live long enough to recoup this money? I'm an old man who only wanted a safe place to to invest so someday my family would get it. Boy, did I make a mistake!

  

  Business Response

  Date: 07/01/2025

  *** takes all complaints very seriously and has reviewed the purchases referenced in the complaint above. This complaint seems misplaced and contains inaccuracies. A purchase cannot be made with *** without a customers approval and consent. All customers must discuss asset classes, costs associated, and recommended hold times for precious metals before completing a standard transaction agreement, acknowledging the same terms and conditions among others. Additionally, after further discussing and deciding upon specific products and prices, the same terms and conditions along with product descriptions, pricing and quantities must be clearly and audibly acknowledged in a separate recorded confirmation done with the customers consent. In this case, four separate purchases were made between October 2024 and January 2025. Accordingly,an agreement and four confirmations are in place. Gold and silver coins are considered a long-term purchase and should be held for a minimum of 5-7 years.This language and description are part of a standard transaction agreement,initial consultation with a customer's representative, and must be acknowledged in each recorded confirmation for purchase. Some coins were sold at little, or no cost and others have a cost as part of the purchase price, that is why some products can be sold for more than the purchase price, some are close to the purchase price, and some products have not increased in value enough to overcome the cost associated with purchasing a few months after the time of purchase.
  AHG rejects the assertions in the above referenced complaint as the four purchases were made in the ordinary course of business. *** recommends that the complainant follows up with *** for accurate buy-back values on products purchased from *** as the values provided from another company in this complaint are inaccurate. The complainant is of course free to work with another company.

  Customer Answer

  Date: 07/03/2025

   
  Complaint: 23544133
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* *****

  Customer Answer

  Date: 07/08/2025

  I'm rejecting your response to me because, I feel a lot of omissions of truth were made to me when the agent talked me into investing in gold coins. The coins that were purchased for me by ***, I don't believe cost what the e-mail stated they were worth.

  

  Business Response

  Date: 07/10/2025

  *** relies on its initial response to the above-referenced complaint and emphasizes that the complainant is relying on values provided by another company which are not accurate.
  
  

  Customer Answer

  Date: 07/14/2025

   
  Complaint: 23544133
  
  I am rejecting the response of AHG because: I looked up each coin and found only 1 coin bought for me was in the top ********************************** for 2025. You guys said if I needed money or to pay my RMD taxes, I could use these coins to sell. Well why not Canadian Gold Maple Leaf,  South African Krugerrand, etc.? You guys said there are no fees, but you had a crafted plan to secure your silent fees and I feel the coins you purchased for me were going to be used to your advantage. One way is to inflate the value of the coins, when bought. After all, AHG is the only one who has the say-so of what the coin values are. Explain to me why my *** coin value in about the first 5 month of opening my account dropped 11%, while the spot price of gold jumped 30% in the same time period. I also missed out on the spot price rise of gold because of AHG. You guys steered me from the direction I intended to go, to an investment that was beneficial to ***, not me. You guys took advantage of an 82 year old man who had no experience in gold investing. Instead of going back and forth through the BBB, is there any way we can resolve this problem?
  
  Sincerely,
  
  ******* S

  

  Business Response

  Date: 07/16/2025

  The consumer's most recent claim refers to "the top ********************************** for 2025" which is irrelevant.

  The consumer also refers to Required Minimum Distributions and liquidations. As the original dealer of record, *** recommends that the consumer follows up with AHG as AHG is familiar with the inventory, and *** does not charge a fee to buy back products purchased from AHG.  In this case, the values provided by another company are not accurate. 

  Some coins were sold at little, or no cost and others have a cost as part of the purchase price, that is why some products can be sold for more than the purchase price, some are close to the purchase price, and some products have not increased in value enough to overcome the cost associated with purchasing a few months after the time of purchase.

   

   

  Customer Answer

  Date: 07/22/2025

   
  Complaint: 23544133
  Since your logic of what gold coins are held in my account is irrelevant, I am ending anymore correspondence in trying to reach a resolution on this matter through the BBB.
  I am rejecting this response because:
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:06/25/2025

  Type:Service or Repair 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 wife and I invested a combined total of $110,000 from our IRAs into 1.5 oz. of Canadian silver coins with the Hartford Gold Group. My investment with Hartford started on 8/19/2024, my wife's on 10/30/2024. Since then, we have lost a combined total of $25,000 in our IRAs. When we locked in our price, raw silver spot was around $28.00 an ounce; now it is between $36 and $37.00 an ounce, with our coins being worth more. We had an appointment last Wednesday, June,18 at noon with the head of consumer compliance, ***** ******. He was too busy at the time to speak to us, so he had another man, ******** ***** call us. Mr. ***** could not answer any of our questions. We have since left messages for Mr. ****** with no reply. Another man, ****, from Hartford Gold said that ****** would definitely call us on June 23, which never happened. We need answers; we're sick about the amount of money we've lost, and don't understand why. We need your help1 Thank you,******** and ***** *******

• Initial Complaint

  Date:06/04/2025

  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.

  I chose to roll my *** into gold and silver bullion upon retirement. I contacted American Hartford Gold. The representative I dealt with was Machi Block. I told him I wanted to roll my *** over into gold and silver bullion. Even though I told him this several times, he insisted that I buy gold and silver coins. He did this by giving me bad investment, financial and tax advice. He misled me about the value of the coins he put in my portfolio and never let me know the amount of the premiums I was paying. **** lowest price guarantee turned out to be a joke. I ended up paying over 60% premiums on some of the coins. I was misled as to the value of almost all of these coins. I was given bad investment, financial and tax advice from someone who by law is not allowed to give this advice. I was sold coins that I repeatedly said I did not want. The cost of the transaction was hastily read to me over the phone and full disclosure was not discovered until after the receipts were received. I have spent nine months trying to resolve this issue with *** to no avail. Date of transaction 8.27.24

  

  Business Response

  Date: 06/17/2025

  AHG has a dedicated Client Services department and is currently working with our customer to address his valid concerns and provide a resolution.

• Initial Complaint

  Date:06/02/2025

  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.

  I invested $700,000 in what should have been a short term investment. After investing I was informed they put my investment into long term. Recently they gave me back 105K which was in short term. (The entire investment should have been in short term.) The 600K that is left in investment was used to purchase fractional gold and silver at the highest possible premiums. This resulted in my 600K being worth only 300K after almost a year of investing and value of gold and silver increasing. No-one invests this amount of money in fractional gold and silver. I have made multiple complain calls and emails. Yet they keep telling me I have to wait longer when the investment was never supposed to be in a long term investment account. I want my original investment of the 600K returned, even though it has increased over 20% since my initial investment as according to them I am still under water with my investment regardless of the increase in gold and silver since my initial investment!!

  

  Business Response

  Date: 06/18/2025

  AHG
  takes customer experience very seriously and has reviewed the purchase referenced in the complaint above. A purchase cannot be made with AHG
  without a customer’s approval and consent. All customers must discuss asset
  classes, costs associated, and recommended hold time for precious metals before
  completing a standard transaction agreement, acknowledging the same terms and
  conditions among others. Additionally, after further discussing and deciding
  upon specific products and prices, the same terms and conditions along with product descriptions, pricing and quantities must be
  clearly and audibly acknowledged in a separate recorded confirmation done with
  the customer’s consent. Accordingly, an agreement and confirmation are in
  place. 
  Gold and silver coins are considered a long-term purchase
  and should be held for a minimum of 5-7 years. This language and description are part of a
  standard transaction agreement, initial consultation with a customer's representative, and
  must be acknowledged in a recorded confirmation with each purchase. 
  Some coins and bars were sold at little, or no cost and
  others have a cost as part of the purchase price, that is why some products can
  be sold for more than the purchase price, some are close to the
  purchase price, and some products have not increased in value enough to
  overcome the cost associated with purchasing less than a year after the time of purchase.
  At the customer's request, AHG bought back the products purchased in August of 2024 that had little or no cost associated with the initial purchase. 
  AHG recommends that our customer continues to follow up with AHG for accurate liquidation or bid prices on products purchased from AHG, as AHG does not charge a fee to buy back products purchased from AHG and AHG is familiar with the inventory.

   

• Initial Complaint

  Date:05/29/2025

  Type:Service or Repair 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 purchased a pressure metal as investment on marker price showed on price but when I received the gold and silver was priced 50% higher then I purchased in 1-2 months even price didnt change so high . They stole about 35% of my investment too. It is so sad nobody talks to me about this type of money and investment. They are cheating on clients.

  

  Business Response

  Date: 06/09/2025

  *** takes all complaints very seriously and has reviewed both purchases from 2021 and 2022. After speaking with our customer, it was discovered that she had already sold all products purchased from *** to a local dealer.

  *** does not charge any fee to buy back products purchased from ***. Current buyback prices are higher than the purchase prices in 2020 and 2021, and contrary to our customer's assertion, there would not have been a $20,000.00 loss had she sold the products purchased from *** back to AHG. 

   

  Customer Answer

  Date: 06/11/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and didnt find that this resolution is satisfactory to me. Agent has been working as a protective to forcing their team on rude manners. Money more matter to them then reputation. I will be hire a lawyer in this case . 
  
  Sincerely,
  
  ******* Uljanova

• Initial Complaint

  Date:05/22/2025

  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.

  I went to this business to purchase $100,000.00 worth of Gold, with the $100,000.00 I had in an ***. The *** I was dealing with, told me they had no fees, except those of the depository my metals would be deposited with. He said even the first three years would be paid for me. He also said that I had nothing to lose because, if I was unhappy with the transaction, the company would buy it back.He did tell me that the *** rules only allows them (the **** to recognize the spot price value of the weight of the coins but that worked in my favor because I would be taxed on 60K and the rest would be untaxed profit. Throughout the whole transaction I was led to believe my purchase was valued at $100K. He even said that he was sending me $1000.00 of free silver. When it arrived, I looked online to see what I could sell that silver for and it was only valued at $500. the price for the weight of the coins. The coins had no additional value, as it turned out the 100K of metal I purchased was only worth 60K. I had been ripped off for 40K to purchase 60K of metals. When I contacted the company, the *** that ripped me off, no longer worked there. They offered no resolution, except to possibly buy back the metal for $80K (the current spot value for the metal).I have lost so much sleep to think a "***utable" company can rip senior citizens' IRAs off in this manner! I have tried to contact the company and have left messages and nobody has called me back.

  

  Business Response

  Date: 06/06/2025

  *** takes all complaints and customer experience very seriously. *** has a dedicated Client-Relations team and has since contacted our customer to address her valid concerns and provide clarification where necessary as well as an accurate valuation of products purchased from ***. Our customer indicated that she appreciated the follow up and will continue to check with *** for accurate values of products purchased from ***. As a courtesy, *** has offered to send additional complimentary products as part of the initial promotion.

• Initial Complaint

  Date:04/29/2025

  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.

  On 3/11/2025 I ordered $50,000 in various precious metals. I received $14, ****** in silver coins, with a promise of the balance of coins to be shipped separately. On 4/17/2025, I requested to have $10,000 returned to me because of medical emergency. They purchased back $9,998.28 at a much lower price than I was originally quoted and sent me back a direct deposit of $9,998.28. I have since requested my balance of $25,058.12 in coins be shipped as it has been over 6 weeks since I originally ordered the coins. After several emails and phone calls, of which none have been returned, I have received nothing. I am requesting either send me my remaining coins or refund my money.

  

  Business Response

  Date: 05/13/2025

  *** takes all complaints and customer experience very seriously. *** has a dedicated *************************** and is attempting to contact our customer in an effort to address her valid concerns and provide a resolution.

• Initial Complaint

  Date:04/24/2025

  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.

  I initially purchase a order that included gold and silver on February 24th 2025 from American Hartford gold. I wasn't informed that I wouldn't be receiving a tracking number one my order was on its way but in reality it was two separate tracking numbers that I didn't receive, because first off the orders were supposed to be two separate deliveries which I wasn't informed of that either and the first order was the gold which ***** made two separate attempts supposedly to deliver the first order and have me sign for it and show photo ID but that never happened. I ended up having to physically Drive to the main Distribution Hub on Cayuga Drive in Cheektowaga ******** to pick up the first package and I text my representative can you please send me the tracking number for this package which I thought at this point it was the full order in one package but my representative ****** didn't respond but it turned out I had to sign for the package and show my photo ID and I think it was approximately March 28th I had to pick up the first order to my portfolio. And the second delivery That was supposed to arrive April 2nd ************************************************************************************************************************************************************** apparently cuz I never received my second order which was the silver which was approximately over ****** which it says all over online that ***** has to follow protocol and have me as the purchaser not only sign for the package but also show my photo ID which never happened and there is proof of that. And I was told by ***** ***** the director of American Hartford gold that they would be doing their own investigation and send someone to ***** to interrogate the driver but I still have not received a response from American Hartford gold like ***** ***** told me last week two weeks ago that I would have some sort of response and that's why I'm filing with the Better Business Bureau at this point.

  

  Business Response

  Date: 05/13/2025

  *** takes all complains very seriously and has addressed our customer's valid concerns. *** has provided resolution as *** carries insurance for all shipments superseding the carrier.