American Precious Metals Exchange

Initial Business Response /* (1000, 5, 2015/10/13) */
We are surprised to see this complaint as we have been corresponding with the customer about this via e-mailOur records indicate an inquiry about the quality of the item in question on 10/1/That very same day we issued a return
authorization with a prepaid label so he does not have to pay for the shipping to return the itemThat was sent via e-mail two weeks ago nowIf it was not received he should check his spam or junk folder or simply contact our Returns department to resend it
Of course we are happy to refund his money when we receive the product back from himHe can simply print the label from the e-mail and take the item to the Post OfficeWe'll take care of the rest when it arrivesWe tried to make this return as easy as possible for the customer and apologize for any miscommunication

We sincerely apologize for any confusion caused while reconciling the payment for this orderWe did experience an internal delay getting the check issued and mailed, which caused the issue When the customer reached out to his sales person for an update via e-mail on Friday afternoon,
October 7, the employee was participating in an off-site event volunteering for the local food bankAs a result, he did not see the message so he couldn't respond within the requested time frameAPMEX is closed on weekends so no reply was sent by the sales person The customer’s concern was escalated to the President of APMEX, who facilitated expediting the check to the customerHe also offered his apologies for the experienceThis customer stated in his reply to the President of APMEX that his confidence in APMEX has been restoredTell us why here

Initial Business Response /* (1000, 5, 2015/05/28) */
On May 12, APMEX was contacted by the customer and informed that item #($StGaudens Gold Double Eagle AU Random Year) quantity of (1) was missing from the order he just receivedAPMEX has an established procedure for processing
claims; the first step of which is being notified thereby initiating the second step of having video pulled for full reviewIt is standard operating procedure for all phases of orders being processed for shipment to be videotaped and weighed through the entire processThe customer was notified via email an investigation was being started, the video was being pulled and he would be notified of the findings and any further instructions
The results of the video review were received and confirmed the order was pulled, double checked, packaged for shipping, and departed this facility completely intact with all internal and external packaging securely in placeThe customer confirms in subsequent email communications that all external and internal packaging had not been tampered with and specifically mentions, "The blue box was sealed with tape which I opened myself when I received the package."
The weight of this order was documented in the video as well and clearly indicate all items were packaged and shippingThe results of our internal investigation along with the video was forwarded via email to the customerAn additional email with still photos from the video clearly documenting all three coins being present as well as documentation of the weight recorded throughout was also forwarded to the customer
The internal investigation by APMEX conclusively showed the item in question was indeed shipped as ordered
Initial Consumer Rebuttal /* (2000, 7, 2015/06/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They proved that I was in error and I subsequently found the source of the missing itemTheir process was slow but thorough and I accept their information My apologies to the company and I would purchase from them again knowing what I now know

I do see that one order from another account was processed without the correct credentials but I can assure you this was an error and should not have went throughAs we have already stated we are within our rights under the user agreement that the customer accepted before being allowed to place an orderWe are not going to comment on the rest of the customers inappropriate commentsAgain, if the customer would like to follow our terms then we would be happy to do business with himIf not we suggest he shops locally

Complaint: ***
I am rejecting this response because:I did not ask to buy one item (tubes) at the error price, I asked to buy ONE TUBE at the price of $which would have been a reasonable request given the circumstancesI also clearly acknowledged your right to cancel the order but your lack of care for a customer that has spent 10K or more with your company over the years is appalling.
Sincerely,
*** ***

Please refer to attached documentation of our correspondence with the customerWe informed the customer twice that investigations can take up to three weeks from the time they start and have been clear in our communication with the processWe are not responding with "please be patient stories." At
this point the customer has been informed that a police report must be filed to continue the claims process which the customer agreed toWe do not reship or refund any orders until the case has concludedAt this point we are waiting on the customer to send us a copy of their police reportCustomer confirmed they would comply on 8/30/

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and, as long as timely fulfillment of order is made, this resolution is satisfactory to me
Sincerely,
*** ***

Hello,We sincerely apologize for the misunderstandingWe are happy to refund the shipping costs the customer paid as requestedWe will also share the concern about the confusing language with our Marketing team to see what modifications can be made to clarify the language
QuickShip speaks to the amount of time it takes us to prepare an order for shipment, not how quickly the carrier will deliver it. The processing is expedited, not the shipping

We had the opportunity to have a conversation with the customer on Tuesday, October 25, and discovered the misunderstanding that caused the complaintThe customer was assuming the description of the item we were buying from him was for the wrong product on the Purchase Order; the version
without the assay cardThe assay protects the gold bar and provides detailed information about the bar’s manufacture, making it worth more than a bar that does not have an assayWe price we quoted was for bars that did indeed include the assay card. Through that conversation we were able to correct the misunderstanding and also confirm the customer was paid the appropriate amount for his gold barsHe was fine with this explanation and no longer felt additional monies were due to him. We feel the conversation resolved any outstanding issues this customer had with APMEX

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is temporarily satisfactory to me
They have received my signed papers, and I was told by Ms*** that a check for the full amount will be sent to me within days.I will be completely satisfied, when I receive the check
Sincerely,
*** ***

Our investigation is complete and our insurer has agreed to pay a claim on the missing gold piecesOur Claims team will be sending the documentation required to process the claim to the customerThe customer is to sign and return them as requested as soon as possibleThe sooner they are signed and returned, the sooner we can process the claim. We hope this will satisfactorily resolve this issueWe sincerely apologize for how long it has taken to resolve the issue

Prices for precious metals change every minuteWhen a purchase is made, the price of the item is locked regardless of what the market doesAs with any commodity, gain or loss is not realized by the customer until the item being purchased is liquidatedIn this case, the customer demanded a
refund because the market moved down before we shipped the itemWe don't give a refund if the market goes down just as we don't charge more if the market goes up because of the price lock.We are honoring the request for the $refund as compensation for any disappointment or inconvenience caused from the item not shipping in a more timely mannerWe apologize if the anticipated delay was not fully communicatedWe will restore the customer's account and allow him to purchase from us again with understanding that APMEX will not offer a refund, credit, or adjust the price somehow if the market fluctuates downward after purchaseWe don’t make those kinds of adjustments for any customer, so not doing so will not compromise his service experience in any way

APMEX requires shipping to the billing address of the credit cardThe customer offered her work address insteadWe were not able to resolve this issue in time to ship for Mother's Day, and the credit card was refunded.After this complaint was filed the customer placed another order, which we were
able to resolve in a more timely mannerThe customer paid for expedited shipping to receive the item as quickly as possibleWe are issuing a refund for the expedited shipping charges since we did not resolve the initial order issues and ship in a timely mannerWe hope this fairly resolves the issue for the customer

It was explained to the customer several times that there was a simple human error and the incorrect coin was loaded in our inventoryThe customer was offered the option of immediate refund or replacing the coin with a comparable coinThe customer refused either option and requested we hold his
funds for an undetermined amount of time until we are able to secure the miss listed coinIt was explained to the customer that we could not hold his funds until we are able to secure said coin because we simply do not know when we would be able to locate oneThe customer acknowledged that he understands there was as simple mistake made but would not accept that we cannot hold his funds for an undetermined amount of timeThe embellished quotes the customer provided are simply untrue and misconstrued informationWe can provide recordings of all conversations if need beA refund was initiated and a $appeasement store credit was applied to the customer’s account prior to this complaint being filedThese actions were followed with the attached email apologizing for an item being listed incorrectly and stating what actions we have takenWe have done all we can within reason to amend the mistake

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meAlthough no explanation was given as to how I received two cut open / tampered with coinsconsidering they knew I was returning the product because it was cut open, than sent another opened coinI spoke to their customer service manager this time, was was a pleasant fellowHowever I wish I was directed to him immediately and not in the end
Sincerely,
*** ***

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Yes, AMPEX has fixed my account and I could able to buy any items from them.
Sincerely,
[redacted]

While I understand the frustration in dealing with a short sale, it appears the buyer/complainant, who was not and is not a client of our company, has a misunderstanding of the process.  "Because the Eagle group did not get proper signatures on necessary documents this house went to sheriffs...

sale and I did not have a chance to purchase this home" - the fact is that no real estate agent, broker, or agency has any control over whether or not a bank accepts a short sale contract, or moves forward with a foreclosure on any property.  All documentation that was submitted to us from the buyer/complainants' agent was presented to the bank for consideration in a timely manner."Myself and my mom were told on three different occasions that my deposit was in the mail." - I cannot confirm or deny what her agent may have told her or a family member, again, my firm represents the seller on this file, not the buyer/complainant "  I was told my an employee of this company that they had 72 hours to issue this check. The owner of this company has not returned our last call into them regarding this check. It is our concern that they have no intention of sending this check. " - Again, buyer/complainant is not our client, they should be speaking with their agent regarding this matter.  The fact is that as broker, I am bound by law with regard to the release of escrow trust monies.  As an escrow agent, I may only release funds by way of the fulfillment of a purchase contract, a MUTUALLY SIGNED release of deposit (meaning, signed by all parties-buyer and seller), or a court order (meaning, one of the parties filed suit for the release and prevailed).  I received the mutually signed release on 06/30/2016, a copy of which is uploaded.  There is no statute for the amount of time allotted for the release of escrow monies, however it is generally accepted by The Commission that 30 days is a reasonable amount of time.  I think the confusion on this may stem from the statute that reads "The broker shall deposit the moneys into the broker's escrow account within 72 hours of the signing of the written agreement by all parties, or by the dates defined therein, excluding weekends and federal holidays."   That said, and to recap:  Our office received the required legal document needed to disburse funds on Thursday, June 30, 2016.  Our office closed early on July 1, and was closed July 4 for the holiday.  I received an email today from the buyer/complainants agent regarding the status and communicated to him that we have the documentation and will process the release of earnest money within a reasonable amount of time, but that with the holiday as well as having been short staffed and working through a back log, we have not processed the file as of today.  The escrow monies will be released as I am legally bound to do.

We do ship to PO Boxes however we must ship credit card orders to individual named on the card in line with our anti-money laundering protocol. This was communicated to the customer via phone communication. Customer refused to follow our protocol and we were forced to cancel the order within our...

rights as outlined in the user agreement that the customer agreed to before being allowed to order. We do apologize for any confusion and would be happy to reestablish the order if the customer is willing to follow our shipping procedures.