• Report: #1154527

Complaint Review: Universal Coin & Bullion | Ripoff Report Verified™ …businesses you can trust. Universal Coin & Bullion specializes in rare United States coins, gold, silver and platinum bullion coins, & IRA diversification strategies to clients nationwide. Universal Coin & Bullion provides leading edge acquisition strategies for gold & rare coin markets, award-winning numismatic materials, comprehensive coin consultation services.

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  • Submitted: Fri, June 13, 2014
  • Updated: Fri, August 08, 2014

  • Reported By: Apple Pie — San Diego California
Universal Coin and Bullion (Michael Fuljenz, President)
7410 Phelan Boulevard Beaumont, Texas USA

Universal Coin & Bullion REVIEW: Universal Coin & Bullion’s management & employees committed to customer satisfaction. Universal Coin & Bullion’s approach to business focused on providing highest customer satisfaction in precious metal industry.
*UPDATE: Universal Coin & Bullion pledges their commitment to always improving their operations by joining Ripoff Report’s Corporate Advocacy, Business Remediation and Customer Satisfaction Program. A program that benefits the consumer by increasing their confidence when doing business with a member business. Universal Coin & Bullion recognized by Ripoff Report Verified™ as a safe business service.

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Ripoff Report Verified™ REVIEW:

EDitor’s UPDATE: Positive rating and recognition has been given to Universal Coin & Bullion for its commitment to excellence in customer service.

Ripoff Report’s discussions with Universal Coin & Bullion have uncovered an ongoing commitment by the company to client satisfaction. This means that clients can expect that the company will work towards finding a mutually satisfactory resolution to any complaints or concerns. Universal Coin & Bullion listens carefully to client concerns and sees them as an opportunity to learn from past mistakes and become more efficient as a company in the services offered and the support for those services.

Universal Coin & Bullion’s President, Mike Fuljenz, has informed us that Universal Coin & Bullion is fully committed to customers the highest quality of customer service both during the transaction and after the transaction. [continued below]....
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Universal Coin & Bullion is constantly seeking to improve in all facets of our business with a focus on satisfying the needs of their customers.

The information provided in this report below is based on comments made by Michael Fuljenz during an on-site inspection held by a third party verification company with no biases toward the Universal Coin and Bullion.

Universal Coin is Ripoff Report Verified
Ripoff Report Verified™ .. part of Ripoff Report Corporate Advocacy Business Remediation & Customer Satisfaction Program.A program that benefits the consumer, assures them of complete satisfaction and confidence when doing business with a member business..

The Universal Coin and Bullion buys and sells bullion and rare coins to collectors, investors and other businesses. It also provides leading edge acquisition strategies for gold and rare coin markets. It also provides award-winning numismatic materials, and comprehensive coin consultation services. Universal Coin and Bullion has been a national gold and silver dealer since 1994. Universal Coin and Bullion delivers the precious bullion and coins to customers via couriers such as USPS express and priority mail. Additionally, The Universal Coin and Bullion provides customers with 100% satisfaction guarantee.

According to Michael Fuljenz, the president of the company, all leads are generated through advertisements. Mr. Fuljenz stated “We advertise our business service in leading numismatic, other professional publications, and occasionally media television, blitz type of advertisement.” Universal Coin and Bullion does not participate in “cold calling” of any kind. Potential clients will indicate interest by calling the company to inquire about or products and services. After there is client interest in Universal Coin and Bullions products/services, by calling the company, Universal Coin and Bullion’s staff will explain the company’s products and services and answer any and all questions that the person may have.

Typically after a potential client calls the sales office to inquire about products and services the staff will help the customer make decisions. The goal is to help the customer decide about the products and services that might fit their individual circumstances and needs. According to Mr.Fuljenz, “Trust and being comfortable with every detail of any transaction is our ultimate goal.” Universal Coin and Bullion is focused on providing the highest quality customer service after the transaction as well. Customers can turn to their account representative or managers for continued information and guidance related to their coin purchases.



Universal Coin & Bullion Customer Care & Complaint Resolution

Occasionally, the client will not be satisfied with a particular coin that was purchased. In that case, Universal Coin and Bullion heard the complaint and was able to accommodate to the clients desire. Ultimately, obtaining another that is a more suitable item. This type of incident is actually a very rare occurrence. Universal Coin and Bullion take all concerns and complaints seriously. “As a company we want to assure the consumer that we are not only extremely willing but very capable of addressing and resolving concerns” states Mr. Fuljenz . Universal Coin and Bullion’s customer service department is well trained and can quite an individual to a resolution or go to any avenue that will strive to reach a satisfactory outcome. Furthermore, Mr. Fuljenz stated “We are a respected industry leader and obtained our great reputation by being honest, and holding customer service and satisfaction in the very highest regard.”

After an issue is resolved, the client was checked on. The client receives a follow up from the personal associate assigned to the account. Additionally, there is an account manager as well as customer service representative involved in the follow up interaction. The client was very pleased with not only the coin that was sent but the quick attention he was shown. He was provided the help to completely resolve the issues and has, since then, wen to on to do business with Universal Coin and Bullion.

Universal Coin and Bullion has “On five occasions been recognized as the best in the industry by the Numismatic Literary Guild.” The company also holds an A+rating with the better business bureau. Universal Coin and Bullion has been voted Best Gold Buyer and Seller in a survey done by the Beaumont Enterprise, a regional daily newspaper. On five occasions the Numismatic Literary Guild has recognized Universal Coin & Bullion’s dealer publications as the best in the industry. Universal Coin has also holds memberships in PCGS, NGC, ICTA, and NRA Business Alliance. Mr. Fuljenz stated “Locally, I currently participate on the Board of Beaumont Crime Stoppers. I have about 40 years’ experience in the coin industry and I serve on multiple industry boards. I have more than 50 national awards from the Numismatic Literary Guild, American Numismatic Association and Press Club of Southeast Texas for seminars, books, columns and media appearances on rare coins, precious metals and consumer protection issues.” Mr. Fuljenz wanted to relay the information that Universal Coin and Bullion has highly trained sales and sales protocol. The company’s’ interactions are always recorded to assure and guarantee that the customer is satisfied and receives a very positive experience. Each interaction is reviewed for any signs that the customer is not completely satisfied. As a company the want to be absolutely certain that no individual feels or perceives pressure. Our extensive training for our sales staff makes this a top priority. Customers can turn to their account representative or managers for continued information and guidance related to their purchases. Universal Coin & Bullion also prominently displays and advertises a separate Customer Service Department and Customer Service Hotline (877) 899-8380 for customers that need additional questions, concerns or complaints to be addressed.

Mr. Fuljenz says that as a result of the complaints, the Universal Coin and Bullion has strived to continue to be among the leaders in customer satisfaction. “We have joined the Corporate Advocacy Business Remediation and Customer Satisfaction Program to assure consumers that we will continue to make customer confidence and satisfaction our top priority” states Mr. Fuljenz.

Mr. Fuljenz and his team recognize the value of working with Ripoff Report and the Corporate Advocacy Business Remediation and Customer Satisfaction Program, and the platform it provides for businesses and clients to interact and resolve issues. He stated that he welcomes the opportunity to address and offer feedback and real solutions to any concerns that may occur.

Universal Coin & Bullion / Statements from the owner.

"I am Mike Fuljenz, the President of Universal Coin & Bullion. We formed Universal Coin & Bullion in 1994 and we have been Better Business Bureau accredited since 1995. We have an A+ rating with the BBB. I am personally involved in all of the leading industry organizations. I am a member of the Professional Numismatic Guild (PNG) and all members of the PNG are required to adhere to a very strict Code of Ethics. I also serve on the board of the Industry Council of Tangible Assets (ICTA) and the Numismatic Literary Guild (NLG) and am the only area contributor to the leading price guides. From 1982-1998, I was chosen to teach grading and counterfeit detection seminars for the American Numismatic Association. Customers can be assured their coins are being selected by a nationally recognized expert.

I have 40 years of experience in the coin industry and have been fortunate to be honored with more than 50 national industry awards from the NLG, American Numismatic Association (ANA) and Press Club of Southeast Texas for my books, seminars, columns and media appearances on rare coins, precious metals and consumer protection issues. In 2013, the Numismatic Literary Guild presented me with their top award, “The Clemy.” For the entire 20 years Universal Coin & Bullion has been in business, we have had an unwavering commitment to customer satisfaction. The Numismatic Crime Information Center had me teach continuing education classes to law enforcement personnel at state seminars in Texas and Florida and I am on the Board of the area Crime Stoppers.”



Universal Coin & Bullion – Who They Are & What They Do For Customers

"Since 1994 our company has been a leader in the bullion and rare coin market. We buy and sell bullion and rare coins to collectors, investors and other businesses. Our President and Numismatic expert, Mike Fuljenz, has approximately 40 years’ experience in the coin industry and serves on multiple industry boards.

Respect for our business is shown by our peers and customers and is demonstrated by numerous awards we have received and the numerous boards we have been asked to serve on locally, statewide and nationally. We are also registered to lawfully do business in our city and state which is not the case for many competitors. We are also asked routinely to contribute to industry guides and prominent media reports on our industry. Please go to MikeFuljenz.com or universalcoin.com for more information regarding our expertise and commitment to our customers and industry.

An example of our commitment to consumer protection is the requests for us to serve on boards of Crime Stoppers and State Bar of Texas Advertising Review Committee."



STATED IMPROVEMENTS FROM Universal Coin & Bullion.

"Our company is fully committed to provide our customer the highest quality of service both during the transaction process and after the transaction. When we are made aware of customer issues through our representatives or Customer Service Department, we attempt to address the concerns directly with the customer. Our goal is to resolve any reasonable customer issue. However, we cannot address an issue submitted by an anonymous person. If an actual customer has an issue, concern or complaint, we ask that they call our Customer Service Hotline at (877) 899-8380. A customer service representative will listen to your concerns, and will address the issue with the appropriate department.

Our company is constantly seeking to improve in all facets of our business with a focus on satisfying the needs of our customers. We have now posted our Customer Service Hotline in another prominent location on the homepage of our website and made more customer education videos accessible through the homepage of the website.

Our company is a consumer oriented business. Consequently, we occasionally have customer complaints regarding various issues such as delivery time, product returns, pricing and other issues. We always strive to address all customer issues expeditiously to the satisfaction of the customer. We have a customer service department whose toll free number is prominently displayed on invoices, brochures and the homepage of our website (recently added second bold and conspicuous reference on the homepage in the right hand margin). If a customer calls the customer service department, their issues will be addressed to the best of our ability. Additionally, all transactions are verified through a lengthy recorded verification script. The recordings are independently reviewed by a separate department to ensure the customer acknowledges they are suitable for the transaction, comfortable with the entire transaction process, and are agreeable to being called in the future.

We believe our customer service department and verification process provide a structure that addresses customer issues in a manner far superior to our industry competitors.

We are constantly working to improve customer satisfaction by verification of transactions by separate representatives; mandatory verification scripts to ensure customer satisfaction, review of verifications by a separate department and a proactive customer service department.

We take customer service very seriously and have many safeguards in place to ensure a pleasant transaction process. Your Corporate Advocacy Program will provide a vehicle to make the public aware of our commitment to customer service."

In summary, after our review, which included discussions with Mike Fuljenz, Ripoff Report is convinced that Universal Coin & Bullion is committed to quality delivery of services resulting in total client satisfaction.

Read more about why consumers should feel confident when doing business with a member of Rip-off Report's Corporate Advocacy Business Remediation & Customer Satisfaction Program. Yes, it’s a long name for a program that does a lot for both consumers and businesses alike.

Read about Ripoff Report Corporate Advocacy Business Remediation & Customer Satisfaction Program, a program that benefits the consumer, assures them of complete satisfaction and confidence when doing business with a member business. this program works.

As a matter of policy, when a business becomes a member of the Corporate Advocacy Program they agree to allow Ripoff Report to contact every client who filed a complaint so they can make things right with them. In order to confirm that the complaints were resolved, Ripoff Report is copied on all responses so we can insure that the member business did right by their customer.

NOW TO THE ORIGINAL REPORT THAT WAS FILED

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Universal Coin and Bullion (Michael Fuljenz, President) High Pressures Customers Into Buying Overpriced Bullion Coins! Beaumont Texas

SPECIAL NOTE ABOUT THE ONE REPORT THAT WAS FILED ABOUT Universal Coin and Bullion ..

The individual posting this complaint as “Apple Pie” from San Diego, California admits to also posting complaints and comments as “Texas Tea” from Texas.  This individual has published false and defamatory statements regarding Universal Coin & Bullion and Mike Fuljenz under two aliases with different locations.  To our knowledge, this individual has not responded to Universal Coin & Bullion with any specific issues, concerns or complaints to be addressed.  Rather, “Apple Pie”/”Texas Tea” merely resorted to hiding behind the anonymity of the internet in an attempt to damage the reputation of Mike Fuljenz and Universal Coin & Bullion. Ripoff Report frowns upon this kind of behavior –

NOW TO THE ORIGIONAL REPORT THAT WAS POSTED

________________________________________

Universal Coin and Bullion and its president, Michael Fuljenz, train their salespeople to "mind-screw" customers. That is, intentionally confuse and belittle them into buying Universal Coin and Bullion's common, overpriced bullion coins. That contention is according to depositions given by several former employees. For additional details, google the Houston Press article, "Heads You Lose, Tails You Lose: Lie, Puke, and Say No".

Fuljenz's army of several dozen salespeople call millions of people annually with the goal of high pressuring them into buying their common, high-markup bullion coins. Universal Coin and Bullion's sales force is taught to overcome customer objections using psychological bullying tactics and deceptions. For example, via sales packets, salespeople are taught that "To be successful, you must have good acting skills and you must be sincere when you apologize." Another tip: "Create urgency, be aggressive."

Universal Coin and Bullion baits their customers with expensive, sophisticated, cutting-edge media advertisements which push low cost loss-leaders whose purchase requires a valid phone number. Universal's salespeople then heavily promote - via myriad phone calls - their highly profitable, extremely common, modern bullion coins. Unlike truly rare, older coins with actual numismatic value, most modern bullion coins were minted in large numbers and still survive. Huge markups are added merely because these plentiful, modern bullion coins are certified by grading services - usually at a cost of as little as $5 or less! 

The very few customers who are informed enough to complain about Universal Coin and Bullion to the Better Business Bureau and elsewhere are adequately compensated by Universal, which gives the illusion that Universal is reputable. Also, Universal's president, Michael Fuljenz, constantly brags about his industry credentials, which many insiders believe are not impressive. Universal Coin and Bullion's - and Michael Fuljenz's - public reputations are "pure smoke and mirrors", as one former employee put it.

Another former employee said it well in his one-star review of Universal Coin and Bullion on Indeed's employment-search website: "[I] learned a lot about investment benefits, although the structure of the company is high pressure sales. A lot of spiffs and sales games are played to get you to forget about the client...and only try to close the sale. If you have no soul, go ahead, but [it's] not for me."


This report was posted on Ripoff Report on 06/13/2014 05:38 AM and is a permanent record located here: http://www.ripoffreport.com/r/Universal-Coin-and-Bullion-Michael-Fuljenz-President/Beaumont-Texas-77706/Universal-Coin-and-Bullion-Michael-Fuljenz-President-High-Pressures-Customers-Into-Buy-1154527. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report.

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REBUTTALS & REPLIES:
5Author 1Consumer 0Employee/Owner
Updates & Rebuttals

#1 Author of original report

A More Thorough Retraction

AUTHOR: Apple Pie - ()

I fully retract all negative reports and comments that I have posted on this website about Michael Fuljenz and his companies, including Universal Coin and Bullion. Certain information has been presented to me since I posted said negative comments and reports which allows me no choice but to completely retract them. Please totally disregard all of my negative claims about Universal Coin and Bullion, Michale Fuljenz, and any of his other affiliated companies. 

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#2 Author of original report

Important: Additional Retractions

AUTHOR: Apple Pie - ()

In addition to the retractions already made by me, I also retract all of my other negative reports and comments made about Michael Fuljenz and his companies, including Universal Coin and Bullion. 

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#3 Author of original report

I Retract My Rebuttal

AUTHOR: Apple Pie - ()

I fully retract and withdraw my rebuttal. Please disregard it in its entirety. 

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#4 Author of original report

Full Retraction

AUTHOR: Apple Pie - ()

I am fully retracting and withdrawing my report. Please completely diregard its contentions. 

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#5 UPDATE Employee

President's Rebuttal to Apple Pie

AUTHOR: MikeFuljenz - ()

I am the President of Universal Coin & Bullion, Ltd. and I’m responding to the misleading, inaccurate and libelous comments posted by ‘Apple Pie.’ It is not our policy or practice to call customers (if “Apple Pie” actually was a customer) who do not want to be called.  That’s not good business.  Toward that end;

 Our employees training includes a  Do Not Call Solutions program.

 We have a lengthy recorded transaction verification script.  The recordings are independently reviewed.  Statements that we make unauthorized credit card charges are libelous and not substantiated by recordings.  The verification asks the customer if he is suitable for the transaction, comfortable with the entire transaction process, and if they are agreeable to being called in the future.  It is defamatory to assert we target those who are not suitable mentally or comfortable with our entire transaction process.

  We have a customer service department whose toll free number is prominently displayed on invoices, brochures and the homepage of our website.  As the President of the company, I would typically be contacted to call a “customer” such as “Apple Pie.”  If utilized, this customer service process probably would have and could still help “Apple Pie.”

 We are registered to telemarket in the State of Texas and have never been contacted by the State of Texas regarding a telemarketing issue.

 We are an accredited A+ member of the BBB and pledge to arbitrate.  If the BBB had been contacted by “Apple Pie”, he could not have remained anonymous.  However, the BBB provides inexpensive arbitration services which my company would pay.  I believe this process could have helped “Apple Pie” as it did the few customers who have utilized it in the past 21 years we have been in business.  It is defamatory and libelous to assert we misuse the BBB process.

 Our products are sold at competitive prices.  Check our website and online store at universalcoin.com.  Our mark-ups for various product categories are also disclosed on our website videos.  A coin’s value, like fine art, stamps or baseball cards, often has little to do with its’ “melt value.”  I am one of a relatively small number of experts who has been asked to contribute pricing to the leading price guides, including the Redbook and Insider’s Guide.  I have the expertise to know that our pricing is competitive, and certainly not at multiples of our cost.  It is defamatory to assert we overprice our products.

 Ed Reiter, Executive Director, Numismatic Literary Guild, said in 2014, “The fact that since 1986 Mike Fuljenz has won so many major awards in so many diverse categories, including the top NLG award ‘The Clemy,’ underscores how important his peers in the rare coins and precious metals markets view Mike’s excellent analysis and reporting.”  Any claims that Mike Fuljenz does not have peer respect and lies about sources of coins is defamatory and libelous. 

 The lawsuits referred to in your June 2014 posting occurred (7) years ago, were dismissed, and nothing like that has happened in the past seven 7 years.  After the cases were dismissed, the opposing counsel even wrote letters to numerous media sources asking them to remove articles about the cases due to “many significant and important statements and allegations contained in the articles that were unfounded, inaccurate or erroneously made on behalf of their clients.”  We were the ones who got numerous judgments against our adversaries in these matters, not them.  The statements posted by “Apple Pie” on June 2014, including old lawsuit issues, are false, defamatory, and libelous.  UCB does not train representatives to overcome objections using psychological bullying and “mind screw” tactics and deceptions.  This assertion by “Apple Pie” is defamatory and libelous.  

 Since then, we have received, locally, top honors from the area Chamber of Commerce, Beaumont Police Department, Beaumont Enterprise Newspaper, Catholic Charities, Lamar University and the Press Club of Southeast Texas.

 I serve in Texas as the immediate past president of the Diocese of Beaumont Catholic School Board, on the Beaumont Crime Stoppers Board and the State Bar of Texas Advertising Review Committee whose purposes include assisting others.  To assert that my public reputation or respect for me is not good or “smoke and mirrors” is defamatory and libelous.

 Nationally, I serve on boards assisting members of the Industry Council for Tangible Assets and the Numismatic Literary Guild.

 I would gladly assist “Apple Pie” too if he would contact me and identify himself so I could better research his issues.

 If the defamatory statements above are not retracted by “Apple Pie”, UCB will avail itself of all legal remedies permitted under Texas law.

  _____________________________________

Mike Fuljenz

President, Universal Coin & Bullion, Ltd.

 

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#6 Author of original report

Important Clarifications From Original Author

AUTHOR: Apple Pie - ()

Partly or even mainly due to having huge markups on certified bullion coins, Universal Coin and Bullion is less than reputable to some people, including me and (apparently) the many people who have sued them. Nonetheless, many other people consider Universal Coin and Bullion to be reputable, perhaps because they neither deliberately overgrade coins nor blatantly steal from customers, as certain other telemarketers do and have been convicted of doing. Again, a major gripe against Universal Coin and Bullion is that they charge excessive amounts over true wholesale for common bullion coins simply because they were certified by grading services in the highest grades (MS69 or PR69 or, especially, MS70 or PR70).

A TRADE SECRET: Anyone can look through hundreds or even thousands of examples of a particular bullion coin issue, select the nicest ones, and then submit them in bulk to a grading service, often for a heavily discounted fee of as low as $5 or so. Chances are excellent that a decent percentage will receive the best grades and thus be listed as having large premiums in retail price guides published by the biased grading services, but will actually only be worth near their melt value at true wholesale. Many consumers pay full retail for such certified bullion coins as investments, only to be disappointed with their typical losses when it comes time to sell to dealers. 

I believe that truly rare coins can be a decent or even fabulous investment, but not the common bullion coins sold by Universal Coin and Bullion and certain other telemarkers. To avoid confusion, my usernames are "Texas Tea" and "Apple Pie". 

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