PROSPYR

Hi *** -

Thank you for expressing your concerns with your transaction at our Pompano Beach location. We apologize if there were any misunderstandings. At Treasure Hunt, we provide a no pressure transaction, meaning never an obligation to sell, and we encourage anyone unsure about selling to hold onto their valuables, think about it or get a second opinion.
During our conversation over the phone following your Revdex.com communication, I explained how we establish our prices and determine fair market values for your coins or jewelry items. On each coin, we look at their numismatic value and bullion value and based on supply & demand, rarity, and condition determine a market value. I called you to discuss this in hopes of helping you understand how your valuables were evaluated and if you still were not pleased, I offered to let you buy your items back with no processing fees attached, full refund. You let me know you understood and would think about it. I assured you we would keep your items on hold from our processing center but after several weeks unfortunately, we never heard back from you. If you have any remaining concerns, I would love for you to give me a call so we can further discuss. My number is XXX-XXX-XXXX.

Thank you and we hope you give us the opportunity to earn back your business.
***
District Manager

Good morning,

My name is *** and I am the *** of Treasure Hunt. I am writing in response to the complaint #XXXXXXXX filed by Mr. ***.
After review of this complaint, I am still not quite sure what Mr. is requesting or concerned about. I do not understand his complaint nor am I sure about his desired outcome. With his permission, I would like to call him for clarification as I believe he may be looking to replace his wedding band, which we would be happy to help him with.
Please let me know.
THank you.
Sincerely

Hi Mr.,
My name is ***, I am the r*** for Treasure Hunt Florida. I do not have any phone records of you calling any of our locations. If you are calling our Delray location, please make sure you are calling the right # XXX-XXX-XXXX. It sounds like what you are looking for is a replacement wedding band, if that is the case we would love to help you out with that. I am very sorry you are struggling with your health recently, however, please feel free to give me a call at your convenience to further discuss this matter at XXX-XXX-XXXX.
Thank you.
Sincerely

To whom it may concern,

My name is ***, and I am the Vice President of Treasure Hunt. At Treasure Hunt we take pride in our service and transparency in pricing so this complaint certainly took me by surprise and I took the comments made by Mrs. very seriously,
As such, I personally asked for each person that met with and/or dealt with Mrs. to please describe in detail their interaction so that I could personally investigate these claims.

There are some discrepancies in her complaint versus what our records show. Most notably was the on her first visit, Mrs. did in fact sell some pieces to the Treasure Hunt on that visit totaling $1930.42 for which we issued a check that was immediately cashed. She did present some pieces that our Sales Consultant needed further evaluation from our specialist so a follow-up appointment was scheduled at that time with my colleague, his observations and thoughts of their several exchanges is attached below.

After each transaction, Mrs. seemed to be happy at the time with the outcome and only afterwards seemed to grow displeased and called back asking for more money. Unfortunately some time had passed *** she called and the items she had sold were already melted or we would have just offered to get her things back to her. In each instance, it was explained to Mrs *** that the affidavit that she signed to finalize the transaction explains that all sales are final, as we are a precious metals dealer, and not a pawn shop so we do not hold items nor provide oasis so that they can be purchased back at a later date. That being said, and as we only keep less than 5% of what we purchase for resale (with the exception of exceptional rare, vintage pieces), most gold, silver, and platinum pieces are typically melted- after the hold period.
In this instance, it is my understanding that Mrs. stated that she later regretted selling the items so Mr. even gave her his personal cell phone number to arrange sit down with her again and to go over everything to answer any lingering questions that she had and to help alleviate her concerns about their earlier transaction.
It was explained to me that Mrs. left that day seemingly feeling better and then again called days later to ask for more money.

At this point, we truly have paid Mrs. all that we can for her jewelry. We are actually not making a penny on what we purchased from her because we felt so bad about her regretting to sell them.

Had we known sooner, we would have sold the items back but at this point we have cannot get the jewelry back and the full resale value has already been paid to Mrs.. Please know that Treasure Hunt is not profiting from this. The additional money paid was all that we stood to possibly gain.
.
At Treasure Hunt, we take pride in our pricing transparency. Mrs. could have had her items evaluated and decided not to sell- with no obligation. She chose to sell her jewelry, signed the affidavit that stated that she understood it is a "final sale" (since we cannot recoup items once the hold is up and they are melted), and cashed each of the checks she was issued. Only after those checks were cashed, she contacted us again asking for more money.

I wish there was some way to return Mrs. things to her so that she could take them elsewhere and see that we had, in fact, paid her more than she would get elsewhere. Unfortunately at this point, that is not an option. There is no more that is to be paid on these
pieces as they have already been paid at their full value, again with no profit to Treasure Hunt.

I can assure you that we did not in any way scam Mrs., nor would we ever scam any customer. We take pride in our pricing transparency and everything is evaluated directly in front of the customer and explained by our Sales Consultants and Specialists which happened in every one of these instances.

I am sorry that Mrs. regrets selling her pieces. If we could get them back, we most certainly would. At this point, I am just not quite sure what she is hoping for as a resolution but I would be happy to discuss this matter further with Mrs. myself if she would like. I can be personally reached at XXX-XXX-XXXX.

Please feel free to contact me if there are any questions.
Thank you.
Sincerely,
***

Accounts of events written by our specialist:

On August 1, I met with *** in our Treasure Hunt location in Delray Beach. *** brought a number of jewelry items in for evaluation and based on what she described as a positive experience, did in fact sell them. As with all customers, Treasure Hunt has a process of evaluation that includes a thorough analysis, complete transparency, and above all, integrity.

During the process of jewelry evaluation, we use our many years of industry expertise and when needed, use a machine called the Thermo Scientific XRF spectrometer. This provides a reading of the composition and purity of the metals in the jewelry, and also provides an added layer of certainty.

With the customer's permission, we scan the jewelry and sort by purity. In general, unless asked otherwise, we price out the lot of jewelry as a whole. Often customers ask for individual pricing for the jewelry OR agree to the lot price. In both of these instances, *** did not request individual pricing and agreed to the price offered both times that she came in. When getting a quote with Treasure Hunt, our customers are under no obligation to sell their jewelry, diamonds or coins. We do our best to give a fair and competitive price and in the case with ***, we more than exceeded those standards. We provide a no pressure customer experience and the choice to accept our offer for their items is theirs. *** instantly accepted our offer, signed over property of the jewelry to Treasure Hunt, accepted our check, and cashed it the next day.

Within a week, I received a call from my colleague, *** concerning the transaction with ***. *** stated that *** was not content with the outcome of our transaction. I advised *** to give *** my personal cellphone number so that I could immediately create an open line of communication, provide clarity, and rectify the situation. I spoke to ***, had nearly an hour long conversation, explaining step by step our process and how I evaluated her items. At this point, she felt very comfortable and she explained she had more jewelry to sell and would like to continue doing business with us.

Of course, like most businesses, we build a profit into all transactions. As a show of good faith, I offered to give all of the money we expected to make on this transaction to ***. We strive to satisfy every customer and I wanted *** to be nothing less than comfortable and completely satisfied. At that point *** and I came to an understanding that we would continue doing business, and moving forward would evaluate each item individually so that there would be no misunderstanding of our process. She agreed and accepted the additional amount (our profit), which in this case was $700, cashed the check and expressed her satisfaction with the outcome.

Surprisingly, on September 27, 2018 I received a phone call from *** stating that *** had called our Robinson, Pittsburgh , location and spoke with the manager regarding her continued discontent with our transaction. *** explained that *** was making false accusations and threatening the reputation of our business. Mrs. made it a point to tell us she would continue to do so if we did not meet her demand for more money. At this point one of Florida's managers, *** reached out to *** to address the concerns that had seemingly been resolved a month ago. *** continued to threaten Treasure Hunt and its reputation if we didn't give her more money. We explained to her compassionately *** clearly that in good faith, we gave her all of the money because her peace of mind and continued patronage was of the utmost importance to us. We had already gone above and beyond our standard procedures and there was nothing more, financially , we could possibly do.

We at Treasure Hunt pride ourselves in providing the very best customer experience and have been doing so since 1963. I'm sorry that our service did not satisfy her expectations. We set a high standard for ourselves and are truly sorry to hear that she did not feel that standard was met in her interaction with our business. A customer's happiness is our number one priority.

W.S.

Document Attached***
To whom it may concern,

This is to address the additional comments made my Mrs. *** regarding my initial response to her complaint filed in October.
I can assure you the Treasure Hunt is not, in any way, trying to "scam" her out of her belongings, or that we paid her an additional dollar due to "guilt". To the contrary, the additional check for $700.00 paid to Mrs. after her initial sale of her jewelry to Treasure Hunt was in an effort to have Mrs. leave satisfied because at that time she was so upset to learn we could no longer get her jewelry back after so much time had passed.
My colleague, ***, our jewelry specialist, met with Mrs. and let her know that at that time- more than a month after she had initially sold to Treasure Hunt, unfortunately her pieces had been melted and we could no longer get them back. He then proceeded to give her that check for $700.00 which is the difference between what she had initially was paid (two transactions on 7/27and 8/01 totaling $5630.42) and what we made upon melting those pieces, in other words she was already paid what was to be all of our profit in an effort to make this right.

The call that Mrs. references that was placed to Pittsburgh was to one of our retail locations and the Sales Consultant who answered the phone passed the message along as we would have the Regional Florida manager handle that since she was who was aware of these transactions and could get additional information much easier. I believe that our Florida Manager called Mrs. that same afternoon to work towards a resolution. I have also offered to discuss this matter further, should Mrs. like to do so, but to date, she has declined.

The Florida form that Mrs. was provided was, in fact, filled out in full, as is every form, with every piece of jewelry we buy, every time. Our customers are given the option to wait until for their receipt we fully fill out the itemized/ detailed form and she must have chosen not to do so. If Mrs. would like a copy of that completed form, I can certainly have it pulled from our files, copied and sent to her for her records and to show that we are IN NO WAY scamming either our customers or the IRS as was falsely claimed in this letter. She just chose to leave the store before the detail sales receipt was completed. (Please see attached forms that I do ask you remove from public record to not display Mrs. personal information/thumbprint etc...).

Again, I am certainly sorry that this experience was not what Mrs. had hoped. In both instances, again, she was under NO OBLIGATION to sell, but chose to after hearing our offer. She signed the affidavit that she understood all sales were final (as we cannot get pieces back once melted and typically only keep a very small % of what we purchase for resale) she then left, immediately cashed the check, and then later came back asking for more.

In this instance, because she was so upset, we did, in fact, already pay her additional money for her pieces. Mr., gave her his personal cell phone number, made arrangements to meet with her and to review what she had sold and then offered to pay her what we had been paid for her pieces in an effort to make her feel better about regretting her decision to sell her jewelry. There is no more money to be paid and I can assure you we have not in any way scammed Mrs., or any of our customers over the last 55+ years. WE pride ourselves on transparency, and evaluate and price every piece in front of our customers where they then can decide to sell or not- there is never any obligation.

Again, I offer to personally discuss this matter further and to answer any questions, if Mrs. would care to.
However, as for her stated desired outcome, I am afraid the options provided of either returning her things or paying her more are not feasible solutions at this time. As was explained to Mrs. in late August, we cannot retrieve pieces once they have been melted and there is also no more $$ to be paid as she has already been compensated the full value that we received for her items.

if there is anything further that I can do to help better explain this or any further documentation you need, please do not hesitate to call. I can be reached at my office at XXX-XXX-XXXX.

Thank you.
Sincerely,
***

Vice President
Treasure Hunt Florida LLC