• Report: #627255

Complaint Review: United States Gold Bureau | Ripoff Report Verified™ …businesses you can trust. United States Gold Bureau philosophy has always been serving customers with emphasis on education, personal attention, & respect. United States Gold Bureau governed by founding principles continually offering clients a safe, secure, private way to take control of finances. United States Gold Bureau founded under premise of bringing trust, integrity to all aspects of precious metals acquisition process. United States Gold Bureau's goal to always exceed customer’s expectations by assisting customer's in making better, more informed buying decisions.

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  • Submitted: Wed, July 28, 2010
  • Updated: Fri, August 01, 2014

  • Reported By: ags66 — Silver Spring Maryland United States of America
United States Gold Bureau
10920 Lakeline Mall Dr Austin, Texas United States of America

United States Gold Bureau REVIEW: U.S. Gold Bureau’s executive team & employees dedicated to customer satisfaction. United States Gold Bureau’s approach to business focused on providing, building lasting relationships by providing highest customer satisfaction in the industry.
*UPDATE: U.S. Gold Bureau pledges commitment to always improve 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. U.S. Gold Bureau recognized by Ripoff Report Verified™ as a safe business service.

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EDITOR’S UPDATE: Positive rating and recognition has been given to U.S. Gold Bureau for its commitment to excellence in customer service and client satisfaction.

Ripoff Report’s discussions with the U.S. Gold Bureau have uncovered an ongoing commitment by the company to total client satisfaction and always working in the client’s best interest. This means that clients can expect that the company will work towards finding a mutually satisfactory resolution to any complaints or concerns. The U.S. Gold Bureau listens carefully to client concerns and sees them as an opportunity to perpetually improve and become more effective as a company in the services offered and the support for those services.

The United States Gold Bureau’s CEO, Mr. [continued below]....
..... John Hutmacher, has informed us that the entire executive team and all staff members are trained and instructed to put the needs of clients first, as they are the company’s most precious resource. As an investor and family man, Mr. Hutmacher knows that when individual investors are searching for a precious metals company, they are truly searching for a company that can assist them with protecting the assets of their family. By always putting clients first, Mr. Hutmacher hopes that more and more individuals will find financial security and peace of mind through precious metals and alternative asset ownership.

The Chairman of the company, Mr. Matt Ferris, told us that he believes in setting strict compliance standards, which helps our clients and our business. He told us, “Insisting on operating according to sound business principles ensures we will be there for investors for decades to come, but applying a human perspective to each of our clients’ individual situation is what allows us to provide excellent customer service and earn repeat business from our clients.” Based on our research, a typical client has an experience similar to the one expressed in this quote: “U.S. Gold Bureau truly works to help protect the hard earned wealth of its clients, they communicate frequently, and they have a great ecommerce website that makes it easy to find what you’re looking for. Also, I know I can call at any time during the week and speak with a real person, which makes me feel good knowing that I can always get in touch with someone. They are serious about meeting commitments to their customers, and they deliver on all of their promises.”


United States Gold 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 information provided in this report is based on comments made by Matt Ferris during an on-site inspection held by a third party verification company with no biases toward the United States Gold Bureau.

The United States Gold Bureau sells precious metals in the form of bars, bullions, and coins. It also provides investment options and services to clients looking to enter the precious metals trade. United States Gold Bureau operates in the U.S., including Alaska and Hawaii, as well as doing a small amount of business in Canada and the UK. The United States Gold Bureau only sells metals from government mints or certified refineries and delivers the precious metals to customers via couriers such as FedEx and USPS. Additionally, United States Gold Bureau provides customers with storage options for their precious metals through a third-party storage service.



United States Gold Bureau is registered under the Department of Public Safety and Office of Consumer Credit Commissioner as an official Precious Metals Dealer in the State of Texas. It is also an authorized dealer for the Numismatic Guaranty Corporation (NGC) and the Professional Coin Grading Service (PCGA). Additionally, United States Gold Bureau is a member of the Industry Council for Tangible Assets (ICTA) and the American Numismatic Association (ANA). United States Gold Bureau’s company name is trademarked and all content on the United States Gold Bureau website is copyrighted. Additionally, some of the fraud prevention software built into the purchase system was created by United States Gold Bureau personnel.

According to Matt Ferris, a representative of the company, all leads are generated online. United States Gold Bureau doesn’t do “cold calling” of any kind. Potential clients will indicate interest by filling out a form asking to be contacted on the United States Gold Bureau’s website, will initiate a chat session on United States Gold Bureau’s website to participate in a chat with an employee regarding United States Gold Bureau’s products and services, or will call United States Gold Bureau directly. United States Gold Bureau will only contact someone if they have expressed an interest in and a desire to be contacted. After expressing interest in United States Gold Bureau’s products/services, either by calling the company or being called, United States Gold Bureau’s staff will explain the company’s products and services and answer any and all questions that the person may have.

United States Gold Bureau’s staff then asks potential customers a series of questions to determine their investment goals. According to Mr. Ferris, this is an important part of the process because some customers are trying to build an investment portfolio while others just want to buy a few gold coins for their children or grandchildren. United States Gold Bureau’s staff will then ask potential customers what types of precious metals they’re interested in purchasing or knowing more about. The staff will provide customers with information about the current selling price of precious metals and what the purchasing process with United States Gold Bureau entails.



U.S. Gold Bureau / Customer Care & Complaint Resolution

Occasionally, a shipment may go missing or the customer may receive a package that contains the incorrect item. In one case, a customer had ordered a specific type of American Buffalo coin. The wrong coin was sent to the customer, but the error was discovered before the customer had even received the coin. United States Gold Bureau’s staff contacted the customer and advised him of the error. They then sent the customer a return address, postage-paid label so he could return the incorrect product and United States Gold Bureau immediately sent the customer a replacement shipment containing the correct coin. The customer was completely satisfied with the resolution, according to Mr. Ferris. Mr. Ferris also noted that this is extremely uncommon for United States Gold Bureau to experience these types of issues. He stated that approximately 1/10 of 1% of all shipments per year have issues or problems.

After an issue is resolved, United States Gold Bureau has a “ticketing system” in place that ensures the customer is contacted after the issue is resolved to ensure they are satisfied with the resolution. Additionally, Mr. Ferris says that United States Gold Bureau contacts all of its current clients once a quarter to follow up to determine if they have any questions and if they are still satisfied with their product. Mr. Ferris notes that the purpose of these quarterly calls is not to sell any products, but rather to touch base with clients to ensure that they’re still satisfied with their coins or bars and have no issues or questions. Mr. Ferris said that the feedback he has received from his staff is that their customers appreciate the attention and follow-up. If a customer does not wish to be contacted by United States Gold Bureau, Mr. Ferris says that the company honors this request and takes them off their call list.

Mr. Ferris wanted to relay the information that every United States Gold Bureau employee is rigorously trained to deal with customer issues as soon as they arrive. He said that the staff has been directed to either resolve a customer issue if it within their power to do so or escalate the issue immediately to someone who can resolve the issue.

Mr. Ferris says that as a result of the complaints, the United States Gold Bureau has implemented several changes to help increase the quality of its customers’ experience. The Terms and Conditions have been updated to be more favorable to customers. The inspection period was increased to five days upon the customer’s receipt of the item. This increase enables the customer to have more time to inspect or have the product inspected to ensure they are satisfied with their purchase. United States Gold Bureau has also increased their clarification and communication practices and all staff are trained to inform customers about the items they sell as well as the purchase process. Additionally, United States Gold Bureau has created a recorded disclaimer that communicates that the coin market is subject to substantial fluctuations, including significant and rapid increases and decreases in value from time to time. Investors must be able to assume the risk of such price fluctuations. This audio disclaimer is attached to all pieces of electronic communication (including emails) that the United States Gold Bureau disseminates. Furthermore, a written disclaimer that lists all risk factors and investment considerations involved in the purchasing and selling of precious metals is available on their website. All incoming and outgoing phone conversations to and from the United States Gold Bureau are recorded in the event that a dispute may occur, accurate information about the situation can be relayed to all parties.



Mr. Ferris 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 it means a great deal to him and his company to be a part of this program because it provides an advocate for their customers, which increases their comfort level. He says that being a part of this program can provide United States Gold Bureau’s customers with confidence that there is a third party who can step in if the need arises to help resolve issues.

The US Gold Bureau was first established in 2003 as a privately-owned company by Ray Busby. In 2008, it became a business corporation after the company underwent a change in ownership when it was acquired by its current owners.



U.S. Gold Bureau / Why Invest in Precious Metals?

Maximize Your Return

Financial advisors recommend that investors allocate 5% to 20% of their portfolio into precious metals to secure their assets and protect their money from rising inflation and a difficult world economy. Your exact percentage will vary, depending on your individual situation and investment goals.

Asset Class Diversification

Stocks and Precious Metals are two different asset classes. Each class has its own advantages and disadvantages, but a diversified portfolio makes you less dependent on a single asset class for overall performance. When stocks and precious metals are combined into a single portfolio, a "non-correlated" asset is created. The "non-correlated" relationships of these two classes are ideal partners! When gold is rising stocks are generally falling in value, and vice versa.

U.S. Gold Bureau / Testimonials

"My advisor has been way more helpful and informative than anyone else in this industry I've talked to.” ~ Kenneth G., Oklahoma City, OK

“Always a pleasure to make my investment with your company. Very friendly agents." ~ Shawna R., Miami, FL

“I really appreciate the cost aspect. You're cheaper than my local guy.” ~ Luis R., San Diego, CA

“I plan to continue buying from the U.S. Gold Bureau. Thanks mostly to the person I bought from.” ~ James B., Austin, TX

U.S. Gold Bureau / Retirement Services

"Planning for a secure retirement is one of the most important decisions investors will ever make, right up there with buying a home and saving for your children's education.

Do it right and you can rest easy, knowing that your nest egg will be waiting for you when you decide to hang up the boots and enjoy an exciting new phase of your life. Do it wrong and you may be disappointed to discover that your Golden Years aren't what you always hoped they would be.

Our Retirement Services Division helps investors understand the big picture for retirement planning and learn how precious metals can play a key role. Our Retirement Specialists will guide you through the entire process of incorporating precious metals into your portfolio, recommending options that are best suited for your individual goals, and helping to avoid unnecessary fees and penalties along the way."



U.S. Gold Bureau / Statement from the Customer Service Manager.

"I feel very confident leading my team and doing my job. I love working here because the owners really and truly do care about the clients that come to the firm seeking assistance with investing in alternative assets. As the Customer Service Manager, I am personally responsible for making sure every client has a fantastic experience with our company. Even when we make a mistake, which happens once in a while when you’re processing thousands and thousands of transactions per month, we always take the time to correct our error and make sure the client is satisfied.” ~ Amber Glenn, Customer Service Manager

The U.S. Gold Bureau takes employee satisfaction seriously as well. Employee feedback and surveys reveal comments such as this: "The United States Gold Bureau provides a very positive environment to work. Opportunities for suggestions and improvements are encouraged. Management is truly concerned about our contribution to the company and providing future opportunities for us. Plus, the owners actually lead weekly and monthly meetings on wealth building techniques with the employees. They take the time to listen and communicate with employees and clients." Rip-off Report was pleased to learn that the U.S. Gold Bureau’s past and current approach to business is focused on its commitment to client and employee satisfaction.

STATED IMPROVEMENTS FROM THE UNITED STATES GOLD BUREAU.

The U.S. Gold Bureau recognizes that complaints posted on Rip-off Report (whether true or not) are always issues that need to be addressed, not ignored. If handled correctly, complaints can become valuable learning opportunities. With the feedback generated by Rip-off Report’s Investigation, the U.S. Gold Bureau has taken specific steps to improve customer service and client satisfaction. One of these changes is to make every employee, no matter what their position, empowered to assist clients with customer service issues. Additionally, the executive team at the U.S. Gold Bureau has made it easier for staff members to escalate customer service issues to upper management, ensuring that resolutions are reached as rapidly as possible.

In summary, after our investigation, which included discussions with company executives, Rip-off Report is convinced that the U.S. Gold Bureau is committed to total client satisfaction and focused on providing an exceptional experience for its clients.

Read more about why consumers should feel confident when doing business with a member of Ripoff 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 Programthey 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 ensure that the member business did right by their customer.

NOW TO THE ORIGINAL REPORT THAT WAS FILED

United States Gold Bureau US Gold Bureau Don't buy pre-1933 Gold from This Company Austin, Texas

ABOUT THE COMPLAINT BELOW:

The statements made in this report are false.  First, the math does not add up in the claim.  And, second, our Precious Metals Specialists did not earn $1,500 in commission on this order.  All of United States Gold Bureau’s trading staff is compensated in one of two ways, they either earn a flat monthly salary or earn about 1% of the trades they facilitate.  Finally, buying from a local coin dealer is certainly an option in certain circumstances, but that does not mean you will pay less.  In fact, in many cases you will end up in a situation where the small, local shop does not maintain the balance sheet to make markets in the coins they are offering to you, leaving you to try to sell your coins on your own.  The U.S. Gold Bureau is a market maker in the products it offers to its clients, ensuring that our clients always have an option for liquidation when they are ready to sell. 

Don't buy "rare" gold coins from this company. For example, there rare 9 coin gold set is worth $3000 less retail (27%) than you pay for it. You have just lost at least $5000 buying this company's 9 coin set. When you try to cancel the order or return it they make it nearly impossible to do so. The salesmen don't want to lose $1500 commission on your order. If you want to buy this rare gold coin set you can easily do so a local coin dealer for thousands of dollars less.

 


This report was posted on Ripoff Report on 07/28/2010 05:54 PM and is a permanent record located here: http://www.ripoffreport.com/r/United-States-Gold-Bureau/Austin-Texas-78717/United-States-Gold-Bureau-US-Gold-Bureau-Dont-buy-pre-1933-Gold-from-This-Company-Austin-627255. 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:
3Author 5Consumer 0Employee/Owner
Updates & Rebuttals

#1 Consumer Comment

Gold over stocks? You are kidding, right?

AUTHOR: RyanATX - (United States of America)

Some brainless twit wrote that he's a licensed financial advisor and recommends whole life insurance over term and gold over stocks.  He further berates followers of Suze Orman and Dave Ramsey.  Well, this person might have passed a Series 6 and Series 63 exam (enough to hang up a shingle and call yourself a "financial advisor" but hardly enough to qualify oneself as a legitimate advisor.  You really need to have the Series 7 and 66 exams, at least 2 years experience and ideally have the CFP designation.  That said, this guy is a twit.  By no means does gold "revalue" itself.   As for "value," as a general term, investors alone determine the value of any equity or commodity position.  No asset class is immune to the iron scales of supply and demand.   As for the value of gold, what do you image would happen if the governments of India or China (classic hoarders of gold) were to dump a few metric tons of gold on the open market, flooding the supply?  The price of gold would plummet and in order to bolster a flagging economy, a country might do just that.  Please remember that governments are not individual investors and they do things with a rationale that is completely nonsensical from an individual perspective.  What would be suicide to an individual makes perfect sense for a government or even a large institutional investment firm to do.

Just go to Kitco.com and look up the historical chart for the price of gold for the last 30 years - Found here:  http://www.kitco.com/scripts/hist_charts/yearly_graphs.plx

You'll see a marked jump in the price of gold back in the late 70's when we were embroiled in the Oil Embargo and hyperinflation of the Carter administration.  Funny, isn't it, how democrats take control of the Oval Office and the economy goes to absolute pot in 2-3 years?   Imagine if you had invested in gold in 1979 when gold hit $750 (adjusted to 2012 dollars that's about $2440) when you thought the world was going to come to a fiery end with a Soviet nuclear attack and you heard all the drivel about gold at $1000 per ounce.  Now, imagine holding on to that gold after it dropped to $350 in mid-1981.  Sure, you would have seen a couple of peaks, but not until 2007 did gold touch $750 per ounce again.  You would have wasted 28 years (basically your entire career) waiting for the day.... Now, have a look at what your money would have done if you consistently invested in just indexed mutual
funds http://stockcharts.com/freecharts/historical/ .  Oh my goodness!  You mean to say if I invested $100,000 in gold in 1979 and held on to it I wouldn't even have recovered my initail investment (much less made a dime!!) until 2007?  And by contrast if I had put the same $100,000 in a series of mutual funds benchmarked to the S&P 500 Index I'd have grown my money by a factor of 10x to over $1 MILLION just letting it sit there?  The chart speaks for itself, goldi-locks!!  Now, what if I'd had a knowledgeable advisor helping me add just $300 per month and I started with only $10,000 in 1979?  He would have helped me take advantage of several downturns in the market (1981, 1987, 2002, 2009 as examples) and I could have over $2 MILLION.    In summary, gold is not going to hit $5000.  It's not going to hit $3000 for another 20 years or so.  It's going to continue its recent slide until it balances at about $1,300.  It will then fluctuate within a range of $1150 - $1,500 for the next two decades.  If you get in now, be prepared to ride the merry-go-round while your better-advised friends stay in equities for the next 20 years and build themselves a respectable retirement portfolio while you just sit there.  Maybe you'll get off in 4-5 years, take your losses, and get in equities... where you should have been all along.  You'll be a bit behind your peers, but far better off than if you stay in gold.  
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#2 Author of original report

USGB Trushworthy? You Got to be Kidding

AUTHOR: ags66 - (United States of America)

USGB is so un-trustworthy that the BBB REVOKED it's accreditation in 2011 giving the company a D+ rating. No one should trust such a rip-off company. Gold will never it $5000 in our lifetime. You should write a book titled GOLD $5000. You can join Glassman in his rediculous idea and book that the DOW will hit 36000 within 5 years. This was Glassman's prediction in 1999. Of course the Dow is roughly at the same level as back in 1999. 

No address on USGB's web site is a huge red flag. They used to list the address I provided. Now the BBB lists them at another address. Anyone who makes a "rare coin" purchase from USGB will be told after the fact that their coins are non-returnable.  Of course USGB doesn't want any returns with it's fat 80% profit.

In my opinon USGB does not have a workable business model. They are in business to rip their customers off. I will state that many other companies like USGB also rip the customer off selling overpriced gold coins.
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#3 Consumer Comment

Gold is over priced?!

AUTHOR: Informed - (United States of America)

Saying Gold is at it's peak is like saying saying the paper dollar is worth it's face value. Do your homework! I am a licensed financial advisor! USGB is the only precious metals dealer I know that IS self regulating itself in a NON-REGULATED industry! Suze Orman?! Pahleeze!!  She knows as much about protecting your 'Money' by getting out of the 'Dollar' and putting it into 'Metals' "ie: REAL MONEY' as she knows about the power of Whole Life Insurance compared to 'Term" which she pushes on her following.... interesting for baby boomers who followed her.... they will not only not have a legacy to leave their families untaxable if they had purchased 'Whole Life" instead of term... they will have NO IRA left... the biggest population ERA of the  'Baby Boomers' will start withdrawing their funds per forced withdrawels at the same time, SOON.... causing markets to crash and more panic and more withdrawels kinda like what happened in the great depression. The Suze Orman and Dave Ramsey followers that haven't already seen their accounts drop because THEY TOLD YOU to buy TERM and INVEST the REST..... need to know this. OOPS...Too late.... at 65  try to even QUALIFY for WHOLE life Insurance but if you want to have REAL money and not pretend 'Monoply" money at the end of day it's all about proctecting what you HAVE!!!  The biggest Transfer of Wealth IS yet to come in our country!! Those who have had the foresight to invest in metals WIN!!  Gold,  has always RE-VALUED itself throughout History!!  Saying Gold is at Peak is missing the point. WE will see 5,000 Gold when our dollars crash.... The spot price is a moot point, when it will be the only thing you can use for purchasing power.....
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#4 Consumer Suggestion

Always Dig Deeper

AUTHOR: John - (U.S.A.)

Their website doesn't list a physical address. Red flag.

Their domain registration is private. Red flag.

They share the same address as the ABC Bank branch. Strange...........

A bank dealing in gold coins and bullion?????? Haven't heard of that one yet.

I suspect the FDIC may frown on that one.

Where did you get the street address listed in the report? This definitely deserves a more thorough look.

Best place to buy coins...... at a coin show, with many dealers to price compare against. See and touch the coins before you buy them. What a novel approach.
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#5 Author of original report

US Gold Bureau is Just a Boiler Room Operation

AUTHOR: ags66 - (United States of America)

US Gold Bureau is just a boiler room operation employing high pressure salesmen to bait and switch you from gold and silver bullion to overpriced pre-1933 gold coins or 70 graded modern coins (the latter being a total waste of money). If US Gold Bureau salesmen are so knowledgeable when was the last time you heard a CPA or CFP like Suze Orman recommend owning gold in your portfolio? They never do. Also why would someone want to buy gold at today's high prices? You've already missed the opportunity because gold has little upside potential and an even bigger downside risk. This is a good time to be selling gold not buying it. US Gold Bureau's idea that you should put gold in an IRA is as stupid a suggestion as I've ever heard. Gold pays no dividends and is far too risky to be part of anyone's investment portfolio. However, if you wish to collect gold coins you should do so with money you will never need in the future.

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#6 UPDATE Employee

Use Caution on Ebay!

AUTHOR: Informed - (United States of America)

A word of CAUTION! Do not buy rare coins on ebay as this person who is non informed is telling you to! The United States Gold Bureau is a reputable dealer in rare coins and precious metals. It is a consumers responsibility to get their information and do their research before purchasing Anything! Talk to your financial advisor and talk to your CPA. DO not purchase precious metals on ebay! There have been numerous reports of counterfit 'Slab' coins sold on ebay with no recourse. Do your  research and purchase buillion and rare coins from a reputable dealer like the Untied States Gold Bureau.
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#7 Author of original report

Don't buy coins from any "investment broker/salesman"

AUTHOR: ags66 - (United States of America)

Investment brokers that sell coins to you are a rip off. They usually have salesman pitching overpriced coins like PF70 $50 Buffalo gold coins for $2300 that actually sell for $1500 on ebay. The salesman actually know almost nothing about coins. They're salesman not collectors. If you buy $12000 in gold coins from them you've already lost $4500 to your so called "investment". US Gold Bureau is a prime example of this. On their web site is a 9 pc gold type set for $12000. What you'll get is gold coins worth $7000 to $7500. To make you think the gold coins are rising in value they'll increase the price on their web site every few weeks. Most real collectors don't buy coins as an investment  They buy it as a hobby. With gold and silver reaching new highs (not counting inflation) gold brokers try to sell "investors" precious metals IRA's and coins as investments.  In reality it could be 25 years before their coins make a profit. When gold reaches new highs it's usually the worst time to buy it. This fact has been proven time and time again with stocks and real estate.

 

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#8 Consumer Comment

Better idea.

AUTHOR: Flynrider - (USA)

   Don't by "rare" gold goins if you are not a coin collector.   Investing in something you know nothing about is a suckers game.   If your knowledge about rare coin investment came primarily from a salesman, you've been hosed.  


   Most of the people who buy these supposedly rare coins as investments are the butt of real coin collectors' jokes.  If you think there is something magical about pre-'33 coins, think again.    The confiscation myth is the salesman's best friend.

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