Report: #635473

Complaint Review: Ripoff Report | United States Gold Bureau TRUSTED BUSINESS | 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. - Austin Texas

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  • Reported By: Gary — silver spring Maryland U.S.A.
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  • United States Gold Bureau TRUSTED BUSINESS | 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. Austin, Texas United States of America

U.S. Gold Bureau REVIEW: U.S. Gold Bureau dedicated to total customer satisfaction. U.S. Gold Bureau is leading choice for education & investments in precious metal bullion bars, coins, Investment Grade & numismatic coins, diamonds, & other alternative assets.

*UPDATE: United States Gold Bureau pledges their commitment to Ripoff Report Corporate Advocacy, Business Remediation and Customer Satisfaction Program. A program that benefits the consumer, assures them of complete satisfaction and confidence when doing business with a member business. The U.S. Gold Bureau recognized by Ripoff Report Verifiedâ„¢ as a safe business service.

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REVIEW UPDATE: April 4 2018: United States Gold Bureau remains committed to increased customer satisfaction and has improved their business practices over the years to better serve their customers. United States Gold Bureau is truly dedicated to making sure their customers are satisfied and that any complaints which do arise are addressed promptly and fairly.

To date, United States Gold Bureau has made good faith efforts to resolve all complaints reported on Ripoff Report. Based on our experience, the member business has proven to be among the top members of the Ripoff Report Corporate Advocacy Business Remediation and Customer Satisfaction Program as a Verified Safe Business™.

Over time and since becoming a member, United States Gold Bureau has remained actively engaged and improving the way they address customer service complaints. As an active and current member of the Ripoff Report Corporate Advocacy Business Remediation and Customer Satisfaction Program we are happy to report that now more than ever United States Gold Bureau remains committed to improving customer satisfaction.

Remember, no company or individual can ever satisfy 100% of the people 100% of the time. There are no products or services that will always be perfect for everyone and even the best companies will receive complaints from time to time. However, by participating in the Corporate Advocacy Program, the member business has made a commitment to working with its customers to resolve complaints quickly and fairly whenever possible.

Please keep in mind that as a consumer you have some responsibilities as well. Success has many definitions that based on your past experiences, current situation and your perceived expectations. Success with any product or service is always based on the proper application and understanding. The fastest car will not run if you never turn the engine on. Look at how you used the product or service that was provided in relation with the instructions that you received. The Corporate Advocacy Business Remediation and Customer Satisfaction Program will help you get your voice heard but please be prepared with documentation and fair representation of your concern, also have an idea of how the company can fix your concern. Can they offer additional services, extend warranties, offer a fair refund or just get you talking with someone that can help. ..let them know and let us know!

*Any consumer not receiving satisfaction from a member of the Corporate Advocacy Program should email us at editor@ripoffreport.com

Ripoff Report Verified™ REVIEW:

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. 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.


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.


United States Gold Bureau U.S. Gold Bureau Austin, Texas


This complaint was a result of a mistake made by the shipping department of the U.S. Gold Bureau, which was an honest mistake.  The shipping department accidentally shipped the wrong coin as part of the set that was originally ordered.  The coin shipped in the original order looks identical to the coin that was intended to be in the order, the only difference is the year they were minted!  As soon as the customer informed us of the mistake, we offered to either replace the coin with the correct coin that was supposed to be in the order, or refund the customer’s money on the entire transaction.  We rarely make mistakes, but they sometimes do happen.  After all, we are human.  However, as soon as it was brought to our attention we offered to fix it right away.  In this particular case, the customer choose to be refunded for the order, which we were happy to do for him.  Mistakes sometimes happen, this does not mean that you intended to defraud someone.


DON'T DO BUSINESS WITH U.S. GOLD BUREAU OF AUSTIN, TX. They defrauded me by sending me a Type 1/3 MS-62 $1 gold coin worth $500 instead of the more expensive Type 2 gold coin worth $3250. When I called them to return the pre-1933 9 coin set they said the coins are not refundable. When I pointed out that they committed fraud they changed their story that the 9 pc set doesn't include a type 2 gold coin yet their web site at the time clearly said it does. Then they changed their story once again to say that I received the 9 pc coin set in MS-63 condition when all 9 coins were in MS-62 condition. Their 9 coin set is only worth about $7200 yet they charged me $11600 . If you buy their so called rare pre-1993 gold set (note that there is nothing rare about pre-1933 gold coins) you will have lost $4500 and it will probably take you 30 years to recoup the loss not the 3 years they tell you on the phone. If you've been taken by this company let me know. There is an attorney in Austin, TX that specializes in fraudulent businesses like US Gold Bureau. He would like to hear from you. I'll also point out that US Gold Bureau is NOT a SEC licensed investment broker but they act as if they are licensed.

This report was posted on Ripoff Report on 08/29/2010 01:51 PM and is a permanent record located here: https://www.ripoffreport.com/reports/united-states-gold-bureau-trusted-business-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/austin-texas-/united-states-gold-bureau-us-gold-bureau-austin-texas-635473. 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. READ: Foreign websites steal our content

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#3 Author of original report


AUTHOR: RS1 - ()

POSTED: Monday, June 24, 2013

Do not buy coins or any collectible as an investment. Coins, including gold and silver are highly speculative and subject to steep declines in prices. The only reason to buy coins is as a hobby. You must only use money you'll never need again. The PNG is an excellent place to visit to understand how volatile coins really are. 


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#2 Consumer Comment

Another Victim of USGB

AUTHOR: wdigeorge - (United States of America)

POSTED: Friday, April 08, 2011

Please contact me regarding the Attorney in Austin, TX.  I am also a victim of USGB.  I have purchased $15,000 worth of 8pc pre-1933 MS63 "rare" gold coin set that I have supposedly got a deal on and saved $4,000....but it really is worth about $9,000.  They refused to return my emails or phone calls for a refund.  I have filed complaint with BBB.  I want to take legal action to stop fraudulent business practices from this company.

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#1 General Comment

USGOLDBUREAU wants to make me lose money

AUTHOR: Gary - (United States of America)

POSTED: Wednesday, December 01, 2010

Hello I'm responding to the report I read on ripoffreport.com. I agree to how you are feeling because I was looking to get some coins from USGOLDBUREAU. What they sent me after charging my credit card was not what I had wanted and were very more expensive then what I thought for the number of coins I thought I was going to get at the current price of gold.  They made a mistake and the receipt they sent me didn't even show the coins they sent, and also received a Terms of Sale sheet that I never saw or was informed about when I was making the purchase.  I have requested from the owner of the USGOLDBUREAU to take the coins back and refund my card for full amount becasue I received coins I did not want.  They owner said I would have to pay a 10% restocking fee. I said that that would make me lose $733.00 and that was not legal because I did not ever agree or sign their terms of sale. The owner still would not agree not to try and charge the 10%.  This is a total RIPOFF confirm from this USGOLDBUREAU. This mistake was not my fault so they should take back their coins by paying for the FedEX shipping & insurance, and refund my credit card for the total amount.  I didn't sign or agree to their Terms of Sale so I believe if need to set up a lawsuit they will hopefully have to give back all my money.  This process they used looks not to be profellional or legal. 

You mentioned in your report that I should let you know about this and that there is "attorney in Austin, TX that specializes in fraudulent businesses like US Gold Bureau"

I'll be happy to get any consideration from you.



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