Professional Sports Authenticator

On November 29, 2022 I mailed 20 sports cards with a total value of $800 to the Professional Sports Authenticator (PSA) in Newport Beach, California. According to the tracking information the package was delivered to their company on December 2 2022. PSA’s website showed that my submission was received on December 5, 2022 and entered into their system “Your submission has arrived at PSA.”. This particular order had a 120 day turnaround time. At that point I didn’t check on the order because I knew that it would potentially take 6 months for the order to be processed. I checked PSA’s website to get an update for my submission on May 22, 2023. I noticed that the status of my order had not changed since it was entered in their system. On May 25, 2023 I sent an email to their customer service department requesting information regarding my order. I finally received a response from a representative on June 2, 2023. I was eventually informed that my package had arrived empty. The representative sent me pictures of the package but all of them showed it was still sealed. The company claimed they opened the package from the bottom but didn’t have a picture of it. I was told that another representative sent me one email on December 19, 2022 to inform me of this situation. I’ve repeatedly stated that I did not receive such an email from their company. When I requested to receive compensation for my lost cards they denied any responsibility or liability for this situation. The representative requested that I file a claim with the USPS. However that wasn’t possible since the 60 day timeline had already passed. The representative apologized for the situation and told me that I had lost my $800 worth of cards. PSA still refused to accept any negligence on their part nor compensate me in any way. That response is completely unacceptable.

As was clearly explained in the previous response, PSA explicitly states that our turnaround times are “estimated” and based on “business” days both on our website ( [redacted] ) and on the submission form that the customer himself signed in acknowledgement when submitting the cards to our companyBased on the terms outlined and the recorded dates of receipt/completion, it is clear that PSA satisfactorily met the estimated turnaround time and processed the customer’s order in a timely mannerAt this point, the customer is irrationally expecting PSA to adhere to terms that were never part of the original agreement nor were ever advertised as suchThe matter is closed and no refund is warranted

As previously stated, the Quick Opinion service is exactly as it sounds: our authenticators’ candid reaction to an imageMost importantly, before a customer proceeds with their request, we clearly state that the opinion rendered through this service it NOT GUARANTEED and even mention that a change of opinion can occur upon submittal of the signed item(s)PSA rendered the service advertised and detailed on our website in full, and therefore, this case does not warrant a refund as a resultPSA considers this matter closed

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Can the Revdex.com help me further with this complaint I am still working to resolve with PSA.This was PSA’s response to my complaint of a damaged item.Can the Revdex.com help me in two regards: PSA held my item in their New Jersey office starting on September th, when I personally handed it to them.A few days later they shipped my item to their California office It was received and documented as such on either Sept th or Sept th.I do not think it is unreasonable for PSA to make a statement as to the condition of my item when it was received in California on Sept th or Sept th.Can the Revdex.com help me make PSA make such a statement?This would be a huge help to narrow down if the damage likely occurred in their New Jersey office or their California office PSA claims to have camera data to support their claim, can the Revdex.com help in asking them to produce such data.When such a statement is made, they should be asked to produce such evidence.FYI, I will be adding another complaint on this company As a result of my damage claim, PSA/DNA Authentication Serviceshas taken an adverse retaliation action against meOne part of the data that PSA/DNA Authentication Services complies is a Population Report This Population Report is defined as a complete listing of every itemgraded since the inception of their business However, in my case, due to my complaint, PSA/DNA Authentication Services made a decision to delete the data fromof of my paid submitted items from their Population Report Pertinent data has been removed and now reads “Set not found”The entire integrity of their population report comes into question if they can make decisions to delete data to their choosing, and especially in the case of anycustomer complaint This is blatant bullying of customers Complain and we will delete your pertinent, critical data The population report is a gauge for theentire world’s collector base, and is used to make judgments on value based on scarcity or abundance, but if the integrity is not maintained, how can the world’scollector base trust this data and trust PSA/DNA Authentication Services? Now the validity and authenticity of of my items comes into question If I sell them, and the Population Report reads “Set not found”, who will believe they are real?Buyers would be skeptical of the authenticity if PSA/DNA Authentication Services reputation and data is believed.Someone needs to take a stand and have them stop this retaliatory action against customs which at the same time undermines the credibility of their Population report.I am really starting to wonder if they also damaged my ticket as a retaliation against a first complaint I made about the grading of a possible $ 10,item Every since I questioned howthey graded a possible $ 10,items, I have dealt with a series of issues from damage to deleted data I have never felt so bullied in my life Regards, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below PSA's response did NOT in anyway comment or explain in detail about how an order I submitted on June 13th got done first but an order I sent a month prior on may 12th got done lastAbout half of my complaint was pointing out how does one submission get skipped over for another Did PSA just totally ignored that? The only thing PSA goes into was turnaround times and I'm well aware they are only estimates and I have stated that in my complaintThe issue with PSA turnaround times is they do not have any guide lines or policy stating how long after the turnaround times does it become overdue or unacceptable? For example what happens if it's days past their estimated turnaround time, or 30, or 50, or months or a year? It is up to their discretion if they want to compensate the customer with a voucher and always hiding behind the policy their turnaround times are estimatesThe perception of this turnaround time is they can take as long as they want without pressure to complete the order in a reasonably time frameIn regards to my order I submitted on may 12th getting skipped over for my second order I submitted on June 13th there is NO excuseI get told from a email from Veronica Lopez is that some packs take longerI didn't get any more details then thatThe same packs, the same sports and same years on both orders but some take longer?.........This is the most unacceptable part in all thisFor this to happen is a reflection of how PSA manages, handles and prioritizesSkipping over a order the perception of that seems they pick and choose You already have an example of that with PSA's response only choosing to answer in regards of turn around times and NOT addressing my complaint of skipping over my first order to complete the second one Regards, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Do you think it would be too much for PSA to respond with a statement as to when (date) and where (what process step) damage was first noted on my item.Or state:Can PSA please state their detailed finding and conclusions of the investigation of this ticket including the date and process step where damage was first noted.I am very frustrated with PSA as they only have made a statement that my claim of PSA damaging my item has no merit (and that is all they have ever stated),yet I met with a PSA employee in person, and that employee did an initial review and assessment of my item at an In-Take meeting in Woodbridge, NJ At thatmeeting no damage was noted, and PSA took care and custody of that item at that time.I really am confused as to how they can state no merit to my claim under this situation If an in-person inspection, review, and assessment by their own employeeis not an acceptable means to provide evidence of no damage prior to a handoff of care and custody, then what is.I would appreciate your opinion in how to handle such a matter Have you seen this happen where an in-take and change in care in custody is done in person, yetthe company refuses to address a claim of damage.Maybe PSA would also answer:Why doesn’t PSA accept it’s own highly-trained employee’s initial inspection, review, and assessment of said ticket on September th, as a means to the conditionat the time PSA took care and custody of this ticket?Thank You [redacted] Regards, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] Revdex.com & PSA, From the moment the conversation started the caller ( [redacted] ) was on the defensiveI received no offers and I was barely allowed to speakEach time I spoke I talked over and was basically told that I was wrongMy issues are no only about service ,But treatmentThroughout this ordeal I was treated like a 2nd rate citizenI basically was told I paid my money and this is what you getThe company is well aware of its issues and still charges full amount for servicesI would have been happy if a true resolution was givenThis was not the caseI was told I paid for slabs and nothing moreMy last order had errorsHow can we explain this? [redacted] didn't give me a chanceAs a consumer I do not feel I received the treatment and services I deservedI am unhappy and the phone call made it worseThank you [redacted]

PSA is a third-party authentication service for various types of collectiblesPeople submit items to our firm seeking our opinion of the items as it relates to authenticity and, sometimes, qualityWe have been in business for over years and have certified over million collectibles.This customer has submitted a complaint to the Revdex.com regarding our company’s decision to no longer do business with him due to his interactions with our staff on a previous matter.First, however, we must clarify what he claims was our “mistake” on this aforementioned previous matterThe customer submitted an order to our company using a free voucher, which comes with the purchase of one of our membershipsThe submission form (page attached for reference) had the following address listed: [redacted] Under the section for shipping (found underneath the address), the customer selected “ [redacted] ***” as his preferred choice for a return mail carrier and inputted “ [redacted] ” as his account number, as customers cannot select [redacted] unless they actually have an existing account with themGiven this information, PSA then mailed his completed order to the listed address and did so via [redacted] as requested using the listed account number.Upon shipping the package, [redacted] then stopped the delivery and returned to sender stating on their website (https://tools.***.com/go/TrackConfirmAction?tLabels= [redacted] ) that “it could not be delivered as addressed.” At this point, the customer immediately assumed it was our mistake (i.e., that we shipped to the incorrect address) and proceeded to barrage our Shipping Manager with several emails berating our service, company, and staffAll of his emails were highly unprofessional, uncalled for, and rude, but our Shipping Manager continued to assist him regardless and did attempt to explain that we did ship to the address listed on the submission formOnce the package returned to PSA, we were able to re-confirm that we in fact did send to the correct address as listed on the customer’s formAnd it was then, and only then, that we learned that the return had nothing to do with the address itself as the website stated: the package was marked returned due to an “invalid corporate EM [ [redacted] ***] account.” Upon further investigation, we learned that the customer had simply entered his aforementioned free PSA voucher number ( [redacted] ) as the [redacted] account number and therefore this is what caused the shipping issue.Ultimately, this customer’s package was returned at our expense as a courtesy, but due to the manner in which he corresponded with our staff, we have decided to end our business relationship with himAs such, we have canceled his membership and will be refunding his membership feesWe have also returned his last order unprocessed and without chargeLastly, it must be noted here that this customer has ended his most recent complaint to the Revdex.com implying that this last package we have mailed out may arrive “damaged,” and he makes this comment with no valid reason to believe or worry about thisThis only serves to prove that this customer is constantly seeking a way to blame PSA for something, so we fully stand by our decision to cut ties with him to avoid any further problemsThe decision is final

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolvedI hope the business responds to the response more quickly as I'm prepared to take the next legal action if it requires to do some more research and possibly finding more customers that finds this flow in your grading Regards, [redacted]

As already stated, there is no evidence to support these serious and unfounded allegationsOur employees are trained to handle the most valuable collectibles in the industry, and for years hobbyists have entrusted their most prized possessions to us due to our long-standing record in the industryAt this time, our company has provided the complainant our final responseWe processed and returned the same cards he submitted to our firm for gradingThe customer received the service he requested satisfactorily and we consider the matter closed

I would like PSA to at the very least investigate my claim that the cards were damaged and/orInstead of responding that it is impossible to have happenedThanks [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.PSA has not offered any type of resolution They have continued to take the stance that their a "third party authentication service" that provides an opinion Knowing that of the autographs is definately authentic (having personally witnessed) and strongly believing the remaining are also authentic, I'm not convinced the credentials of their authenticators is as strong as advertised This opinion is also supported in reviewing the letter returned with their findings In reviewing, you'll notice that the deficiciences listed are general and not listed as to each autograph Thus, it makes the reader believe that each autograph had the same deficiencies This is not a reputable service and I plan to contest this company until I'm refunded my money.]Regards, [redacted] ***

PSA and its subdivision PSA/DNA are third-party authentication services for various types of collectiblesPeople submit items to our firm seeking our independent opinion of the items as it relates to authenticity and, sometimes, qualityWe have been in business for years and have certified over million collectiblesWe are the preferred choice of collectors, dealers, and auction houses worldwide.In this case, the complainant is simply venting her dissatisfaction with the opinion rendered by our authenticators, claiming that she witnessed some of the signings herself and that the autographs should have been deemed authentic as a resultAlthough she may be disappointed with the outcome, PSA/DNA has indeed performed the service that was requested and paid for by the complainant in fullAs stated before, PSA/DNA is a third-party authentication serviceWe are specifically hired to provide an independent opinion of the autograph(s) in handAs a third-party entity, PSA/DNA must remain unbiased and can only provide an opinion based on the characteristics that each autograph itself possessesOur authenticators cannot be swayed by tenuous background details/stories offered by the submitter.Therefore, even though the complainant alleges to have obtained most of the autographs herself and feels that this alone should warrant certification, we are not in the business of simply validating customers’ claimsOur authenticators must rely solely on the features that the signature carries and this is what drives their ultimate opinionUnfortunately for the customer, upon examination, it was determined that the signatures were not authentic in our professional opinionUltimately, PSA/DNA performed the service that was requested and paid for in full: we provided an “independent” opinion of the autographs submittedIn reference to the missing “Letters of Opinion” for her items, the customer reached out to our Customer Service staff yesterday and the letters are already in the process of being re-issued as requested

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.I was advised I would be given a refund as a customer courtesyWhat the company is stating is not accurateSeveral other collectors I associate with are not pleased with their service as wellI have no reason to be untruthfulThis company has very poor customer serviceAll I simply asked them to have another examiner review my autographs and they refusedThe cards they could not authenticate were deemed genuine by one of their competitorsThank you Regards, [redacted]

Hello,After reviewing this customer's account, it appears that he has never reached out to PSA to discuss the matter in question directly.At this time, PSA's Customer Service Manager has reached out to explain our process and help resolve the matter directlyShe is currently awaiting a response from the customer so they may discuss further via phone.Regards, [redacted] Executive Assistant to the President of PSAPSA & PSA/DNA, divisions of Collectors Universe, Inc[redacted]

PSA/DNA is a third party authentication service for various types of collectiblesPeople submit items to our firm seeking our opinion of the items as it relates to authenticity and, sometimes, qualityThe company was founded by PSA in 1998, and together we have been in business for over years and have certified over million collectibles Contrary to the complainant’s beliefs, PSA/DNA does not have to be present at the time of signing and the signature does not have to be on a “perfectly flat piece of paper” in order for our experts to provide an opinion We encounter many types of autographs at our company, both vintage and modern and on various types of objectsSome pass authentication and some do not based on certain criteria, but the object itself and the fact that we were not present to witness it is not necessarily always the determining factorYou can actually visit this website to give you a glimpse at the diversity of items we’ve seen and authenticated over the years: http://www.psacard.com/AutographFacts Our final determination is based on an in-hand examination of the signed item We use various methods to examine signatures, many of which are detailed right on our website: http://www.psacard.com/Services/AutographAuthenticationProcess/However, we are not in the business of certifying or validating the submitter’s story or beliefs as we are here to provide an unbiased, third-party opinionWe look only at the item in-hand and provide our honest opinion regarding its authenticityFor the items that do not pass, we provide a general letter of opinion (LOO) which gives various reasons why the item may not have passedAgain, all this is detailed on the page for which I provided a link above Furthermore, regardless of whether an item passes or not, we make it known to our customers that we do not provide refunds for the service once the process has begunOur company is providing an opinion regarding authenticity, so the outcome may be either positive or negativeItem # under the submission form “Terms and Conditions” states this clearly and the submitter must read and sign this form in agreement prior to submitting his/her item(s) to our company for authentication Ultimately, the item submitted to PSA/DNA was processed exactly how we advertise on our forms and websiteService was rendered in a satisfactory manner

PSA is a third-party authentication service for various types of collectiblesCustomers submit items to our firm seeking our opinion of the items as it relates to their authenticity and, sometimes, qualityIn our years in the hobby, PSA has processed over million cards and collectibles with a cumulative declared value of over a billion dollarsWe are the preferred choice of collectors, dealers and auction houses worldwide PSA/DNA is a division of PSA, which was founded in in response to widespread counterfeiting, forgery and piracy of autographed collectiblesSince its inception, PSA/DNAhas become the world's leading third-party authentication service for autographs and memorabiliaOur company takes great pride in the invaluable service it provides the industry; however, given our standing in the hobby, we also see a vast number of items pass through our doors and, unfortunately, data entry and/or inputting mistakes can and do happen on occasion as they do at any companyCertainly these instances are few and far between, but human error is simply a reality in any working environmentWith that said, PSA/DNA has communicated with the complainant directly in regards to his item, which was inaccurately issued a Letter of AuthenticityPSA/DNA has taken full responsibility for the error and has refunded the complainant his authentication and shipping feesThe customer is the original submitter, therefore PSA/DNA is only liable for the amount that he paid to have the item authenticated as is indicated under the Terms and Conditions listed on the customer’s submission formFurthermore, because PSA/DNA is committed to maintaining strong customer relations, we have attempted to go the extra mile by offering the customer an additional $credit with our company as a gesture of goodwillDespite such efforts, the customer has unfortunately refused to accept PSA/DNA’s resolution and has proceeded to file a series of bad reviews on several online outlets, including the Revdex.com, and threatened legal action without any meritBased on our efforts to date, and the complainant’s refusal to acknowledge or accept those efforts, we feel there is no further reasonable action we can take and we consider this matter closed Please feel free to contact me directly should you have any further questions

PSA is a third-party authentication service for various types of collectiblesPeople submit items to our firm seeking our opinion of the items as it relates to their authenticity and, sometimes, qualityIn our years in the hobby, PSA has processed over million cards and collectibles with a cumulative declared value of over a billion dollarsWe are the preferred choice of collectors, dealers and auction houses worldwideThe complainant here is expressing his dissatisfaction with the length of time it took to receive and complete his orderHowever, as was explained to the customer at length by one of our Customer Service representatives, the turnaround times listed on the PSA submission form are estimates and only include business days (not calendar days due to the fact that we are closed on major holidays and weekends)While our staff works extremely hard to process submissions within the time frame listed, the turnaround times are not guaranteed nor have we ever made this claimThis is clearly stated under the “Submission Instructions” detailed on the PSA card submission form (see item 11), which the customer did sign in acknowledgementThis aside, however, it must be pointed out that while this customer’s order was physically received on 5/and was entered a couple of days later on 6/6, the estimated turnaround time was actually met on the orderUpon having been entered into our system for processing, the order took exactly business days to be completed: it was entered on 6/and finished on 6/Due to the fact that his credit card declined on 6/15, the order was forced to sit extra days at our facility until he provided paymentIn the end, the order took a total of business days from day of physical receipt, a time frame which PSA believes to be fair given our turnaround times are estimated and there were payment issuesAt PSA we take customer satisfaction seriously and make every attempt to leave the customer with a satisfying experienceIn this case, our Customer Service attempted to explain the situation and was met with only arguments and threatsWhen our Customer Service Manager called the customer directly on 6/to help ameliorate the situation, she received no responseGiven that the estimated turnaround time as is detailed on the PSA Submission Instructions was satisfactorily met, PSA considers this matter closed

PSA reached out to this customer directly today with an offer that we hoped would show him a sign of good faith and would resolve this matter amicably. Unfortunately, the customer immediately made it clear that he was no longer doing business with PSA and proceeded to berate the company and our staff for several minutes. PSA has made an honest attempt to help improve this customer’s overall experience, but he was simply unwilling to take accept our offer and instead proceeded to question it on several levels. Ultimately, the customer paid for the grading of his cards and they were in fact graded. As already mentioned, the turnaround times on the service are estimated and not guaranteed, so he is not due a refund on services that were in fact rendered.

PSA is a third party authentication service for various types of collectiblesPeople submit items to our firm seeking our opinion of the items as it relates to authenticity and, sometimes, qualityWe have been in business for over years and have certified over million collectibles In this complaint, the customer contends that PSA damaged one of his ticketsTo this unfounded allegation, PSA can only assure him that we have highly-trained employees opening packages and processing collectibles on camera at all times and only the graders and sealers are permitted to handle items raw (i.e., outside of the plastic, protective sleeve they are arrive in)We have handled nearly million collectibles over our years in business and our track record speaks for itself This said, the complainant has already reached out and received a final response from our Customer Service ManagerAlthough it is highly unlikely that this item was damaged while in our possession, the Customer Service Manager cooperated with the customer and agreed to review the itemUpon reviewing the item, it was determined that the damage was not caused at our facility nor could it have been caused at any point during our handling At this point, the complainant is simply making allegations without any substantial proof or evidenceTherefore, PSA is not beholden to compensate for damage that was not caused by our staff