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:02/18/2025

  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.

  01/28/25. Not knowing who to call, I picked American Hartford Gold. I contacted via phone and talked to one of there agents. I informed him that I did not know very much about gold coins but after reading about coin I decided to invest $50,000 in, American Eagle one ounce gold coins. He immediately tried to convince me to buy other coins, he started to use words like numismatics spread, spot price , rounds and other coin terms, I was completely confused. He convinced me to by other coins. A few days later I received the coins and started to look a them when I realized they on amount to 11 ounces. I immediately called back and ask where was my other approximately $18000 that I sent. I was told this was the spread on these coins. I said I did not want these coins and I wanted the coins I originally ask for. That is now where it stands. I know a lot of thing, but not.about coins. Beware of words like spread, numismatic.coin,rounds,and coins with a large spread. I guess I got what I deserved, and never invest in something you dont have a complete understanding of. By the way I do well in stocks. I also notice that some of this complaints are almost a copy of my contact with this company. Good luck.

  

  Business Response

  Date: 02/28/2025

  *** takes all customer experience very seriously and has reviewed our customer's recent transaction. Our customer was able to speak with his representative and exchange coins recently purchased for coins that he preferred. Our customer now considers the matter to be resolved.

• Initial Complaint

  Date:01/03/2025

  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 converted my *** balance of over $190k to a gold/silver *** on 2/6/2024. I believe that AHG overcharged me on both the gold and silver bullion in my portfolio. I was charged a very large premium on most of the bullion which has put me at a substantial loss.

  

  Business Response

  Date: 01/23/2025

  *** takes all complaints and customer experience very seriously. The above referenced complaint appears to be based on custodial spot-price valuations of the precious metals held in the ***. *** looks forward to providing an accurate valuation of the products purchased from ***.

• Initial Complaint

  Date:12/04/2024

  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.

  PAID Date: 06/18/2020 Total $54,083.04 This is my entire retirement savings, they over charged me 60 Gold Rose ***** Guinea 0.25oz $804.02 $48,241.20 25 Gold American Eagle 1/10oz $232.00 $5,800.00 see Attached / **** is my middle name TODAYS PRICING: 17.5 oz * $2,664.44/oz = total $46,577 I WANT MY ENTIRE AMOUNT REFUNDED Total $54,083.04

  

  Business Response

  Date: 12/06/2024

  *** takes all complaints and customer experience very seriously. The basis for this complaint seems to be spot-price valuation of coins provided by the *** custodian and depository which is significantly lower than bid/ask prices that a dealer pays. *** has since spoken with our customer and provided accurate bid prices totaling $56,024.24. *** recommends following up with *** for accurate bid/ask pricing as *** does not charge any fee to buy back coins purchased from ***.

• Initial Complaint

  Date:11/13/2024

  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 am writing to formally file a complaint against American Hartford Gold regarding my recent experience with their gold and silver services. I feel that my wife and I have been defrauded, misled, and inadequately informed about our substantial ************* 2023, we converted our *** into gold and silver with American Hartford Gold, investing a total of $50,000. As of 2024, our value has significantly decreased while at the same time the value of gold and silver increased over this time period by 40%. Our initial investment was reduced by nearly half. This drastic reduction due fees and commission has raised serious concerns about the integrity and transparency of the services provided by American Hartford Gold. Issues: Lack of Transparency on Fees and Commissions Deceptive Communication Unfulfilled Promises We feel that we have been misled and inadequately supported in managing our investment. We are seeking your assistance to rectify this issue. We would like clear instructions on how to sell back the coins at a fair value. A detailed statement of all fees, commissions, and the specific dates of the coins purchased. We hope that your intervention will help us achieve a fair resolution to this matter and prevent other consumers from facing similar issues. Thank you for your attention to this serious matter.

  

  Business Response

  Date: 12/06/2024

  *** takes all complaints and customer experience very seriously. The basis of this complaint seems to be *** custodial values of coins held in a depository which is significantly lower than bid/ask prices that a dealer pays. A purchase cannot be made with *** without a customers 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 must be clearly and audibly acknowledged in a separate recorded confirmation done with the customers consent. Accordingly, an agreement and confirmation are in place. Docusign is used for the transaction agreement and an invoice is automatically emailed after confirmation of purchase.  Our customer has since sold the coins back to ***. As a courtesy, *** will pay any custodial fees should they decide to close their *** ************

• Initial Complaint

  Date:09/03/2024

  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.

  They seriously overestimate the value of the metals. I shipped everything back. All I want is my retirement money returned

  

  Business Response

  Date: 10/04/2024

  AHG takes all complaints and customer experience very seriously. The above referenced complaint is based on complimentary or promotional coins sent to our customer. Our customer has indicated that he considers the matter to be resolved. 

• Initial Complaint

  Date:06/20/2024

  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.

  Subject: Complaint Regarding Deceptive Practices and ************ from American Hartford Gold Dear Better Business Bureau,I am writing to formally file a complaint against American Hartford Gold regarding my recent experience with their gold and silver *** ********** services. I feel that my wife and I have been defrauded, misled, and inadequately informed about our substantial **********.In 2023, we converted our 401k into a gold and silver *** with American Hartford Gold, investing a total of $350,574.31. As of the last quarterly statement, our ********** value has significantly decreased to $235,742.66. This drastic reduction has raised serious concerns about the integrity and transparency of the services provided by American Hartford Gold.Key Issues: Lack of Transparency on Fees and Commissions Difficulty in Communication Unfulfilled Promises We feel that we have been misled and inadequately supported in managing our **********. We are seeking your assistance to rectify this issue. We would like clear instructions on how to sell back the coins or modify our **********. Prompt and reliable communication from their team. A detailed statement of all fees, commissions, and the specific dates of the coins purchased.We hope that your intervention will help us achieve a fair resolution to this matter and prevent other consumers from facing similar issues. Thank you for your attention to this serious matter.Sincerely,************************* / *************************

  

  Business Response

  Date: 06/21/2024

  AHG takes all complaints and customer experience very seriously, and has since spoken with our customer addressing the above referenced concerns. The custodial statement mentioned only provides a valuation based on the spot price of the precious metals content of gold and silver coins, and does not represent a cash value dealer bid price. AHG has provided an accurate valuation as dealer of record, and our customer considers the matter to be resolved. AHG recommends that our customer continues to follow up with AHG for accurate valuations of products purchased from AHG.

• Initial Complaint

  Date:06/20/2024

  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.

  On April 2022 I decided to move $15,940.57 from my 401K plan into a gold fund managed by American Hartford Gold My Equity. I thought that my money would grow faster in gold. When I reached out to the person who managed my transaction, *******************, he advised me I didnt have enough money to buy Gold, which is what I wanted on the first place, and advised me to buy Silver canadian coins 1.25 which he gave me a great speech that if I decided to go that way the performance of my account was going to be great . When I bought the silver it tooks months for it to get to the repository, they kept saying that they didnt have any coins available.My first statement shows the transaction and the exact amount of money i invested.When I received my second statement, it showed that my account was valued at $6307. I didnt understand what happened with the rest of my money, how did it all of a sudden disappeared? I called American Hartford and they explained that what shows on the statements and in the online account is not the correct balance amount. I spoke with another representative lately and he said that my silver is now worth approximately $12000. Silver prices per ounce went from $25 to $30 approximately after the sale. It doesn't make sense that my account is lower than when I purchased the coins. I would like to receive at least my entire original investment of $15940.57 back, since I don't trust this company.

  

  Business Response

  Date: 07/03/2024

  AHG takes all complaints and customer experience very seriously. AHG has reviewed our customer's *** purchase and attempted to contact our customer by phone and email. We look forward to an opportunity to address our customer's valid concerns and provide an accurate account valuation. 

  Customer Answer

  Date: 07/10/2024

   
  Complaint: 21871117
  
  I am rejecting this response because: I tried calling ********************* several times at ************ and I always goes to voicemail. I left several voice mails. I also reached out via email. No response yet.
  
  Sincerely,
  
  ************************

  

  Business Response

  Date: 08/06/2024

  AHG was able to finally speak with our customer and provide a thorough explanation of the custodian's statement and spot-price account valuation. As a courtesy, AHG made a revision to our customer's 4/13/2022 purchase, and our customer considers the matter to be resolved.

• Initial Complaint

  Date:06/07/2024

  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.

  Me and my wife have moved our *** policies and converted them to precious metals through American Hartford, however we have been going back and forth with them for months trying to get confirmation our metals are being stored, we were to get credited for storage fees but that has not happened. Just getting information from them has been an issue. We really need to get our refunds, valuation reports and confirmation all metals are in the proper storage.

  

  Business Response

  Date: 06/13/2024

  We have engaged with the client to address their concerns, provided complimentary metals, and credited the storage fees. Our sales representative has rectified the matter, leading to the clients satisfaction.

• Initial Complaint

  Date:05/17/2024

  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 transfered over $40,844.00 of my *** to AHG into a Gold ***. $38,000 was used to purchase bullion gold coins and $2,844 was left in a cash reserve. At the time of contract and actual purchase, the price of spot gold was trading between $1913.00 and $1821.00 per oz. When I signed the contract in August of 2023, the spot price was $1913.00. When my funds were used to actually make the purchase of a mixture of gold coins on 10/06/2023 the the spot price was at $1821 per oz. When I received my second statement from Equity Trust from statement period 10/01/23- 12/31/13 I was shocked to see that my asset balance was $26,638.42 even though the value of gold was trading at $2062.00 per oz. I called to ask an explanation as to where over $13,000 of my retirement went? I was told the person who opened my account no longer works with **********************. I was told that a representative would call me back. No one has called me back. I called a second time and was told the same thing. This is why I am filing this complaint.

  

  Business Response

  Date: 06/05/2024

  AHG takes all complaints, reviews, and customer experience very seriously. AHG has spoken with our customer and provided a thorough explanation of the custodian's spot-price valuation as well as accurate current liquidation values. 
  Additionally, AHG discussed at length with our customer the details, terms, and conditions of his 8/25/2023 purchase offering a full refund of purchase price as well as payment of any custodial termination fees. 

• Initial Complaint

  Date:04/25/2024

  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 called on Feb 2 to transfer an IRA ******* after seeing A+ BBB ratings on AHGG. They opened my ******* on 02/15/24 for $21572.03 to secure it.. We knew the metals we wanted before opening the *******, we did research. Working with the sales person he said they had products that they buy back at higher than the metals we wanted. After working with him he did his workup, getting the list of some metals he PUSHED on us that were OBSCURE metals that I see in 3 places, there's being one. We called several times to change the metals to what we wanted, but he said we would take a real big loss even though it didn't appear the metals were in the ******* except for the original $21572.03. The full check was sent overnight on 2/27/2024 for $85562.76. On 3/8/24 when he updated the balance, I believe it was spreadsheet to $85k after the full check was received . That amount never showed in the ******* even as cash. The current ******* states UNSETTLED METALS PURCHASE in the amount of $22682.96 on 4/24/24. I believe we could have changed the remaining metals to what we wanted with the $64K balance? I have received emails delayed shipping March 16 & 29 delayed shipping April 17 & 18 (We have purchased metals and got them in 7 days maximum). There is something wrong with their system. My ******* still shows 20+k in it but the true amount is 85+k. Where is the balance of my *******? We called and got that it takes time to be received and be verified, yes it does but not this long. (My husband is with a different company, thinking of not keeping all our eggs in one basket. After opening his ******* and choosing his metals and no one trying to sell him OBSCURE metals his ******* had what he purchased in less than 2 weeks DONE.) American Hartford Gold Group where is my money? This is my only retirement and I was trying to move it to a safe **** With the current times, I could loss it. Really not happy!

  

  Business Response

  Date: 05/06/2024

  AHG takes all complaints and customer experience very seriously. AHG's ********************* has reviewed our customer's recent *** purchase and provided a partial refund and exchange into products compatible with our customer's preference. Additionally, AHG's ********************* has provided a thorough explanation of custodial valuation and the role of a precious metals dealer in a precious metals ***. Our customer has indicated that she considers the matter to be resolved.