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U.S. Money Reserve Inc.

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Reviews U.S. Money Reserve Inc.

U.S. Money Reserve Inc. Reviews (20)

We apologize that Mr*** did not receive the level of customer that we expect to deliver. Our records show that he did attempt to reach us numerous times, but it does not appear that any voicemail messages were left. Unfortunately, the Sales Representative that his calls were directed
to was out on paternity leave during the attempted calls. Since no voicemail messages were found, his calls went unreturned
We will honor our 100% money back guaranty including the original shipping charges and any shipping charges incurred to return the coins to our vault facility. Our Customer Relations Department will be contacting him with detailed instructions on how to return the merchandise

+1

Everything in  the response  is  accurate , except the  claimant is  correct -the  claim was  filed with  UPS (as  the  attachment shows)  not FedEx.   UPS has not  paid  the  claim  as of  today's  date,  again  per  the attachment.   All  other  statements, in the response however,  are correct.   Thank you and sorry for the confusion.

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.
Regards,
[redacted]

This client ordered from us and the package was sent out and reached the post office in the client's hometown.  The package sat at the post office for over thirty days without the client picking up the package.  It was finally returned  to us and we have refunded the client's credit...

card (the one he used to make the purchase) for the full purchase amount.  There should be no dispute pertaining to this matter. Thank you, Francine Breckenridge Title:         Chief Compliance and Legal Officer

First, USMR does not currently, nor has it ever had, a salesman by the name of [redacted].  Secondly, the USMR customer was Mr. [redacted].  Upon his passing, [redacted], the son of Mr. [redacted], contacted USMR's Customer Relations Department.  One of USMR's Customer...

Relations' representatives was working with [redacted] to resolve any issues he had with his father's coin purchases. Mr. [redacted] the complainant, never once reached out to USMR and USMR believed that [redacted] was satisfied with the interaction he was having with USMR.USMR will refund the full purchase amount of any of the coins purchased by Mr. [redacted] as long as the coins are returned to USMR in their original condition.  USMR needs documentation demonstrating that Mr. [redacted] is the Executor of Mr. [redacted] estate or some other legal documentation allowing USMR to deal directly with his heirs. Again, once the coins are retuned to USMR, the full purchase price of said coins will be refunded to Mr. [redacted] estate or to his legal heirs.Please let us know if you need any further information about this matter.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10275292, and find that this resolution is satisfactory to me.
Regards,
Gary L[redacted]

It is our policy to charge a 20% restocking fee if coins are returned outside our 30 day window guarantee date.  In this case, we dropped it to  a 10% restocking fee.  The company just spoke with the customer and is overnighting him the remainder of his money (the 10% restocking...

fee previously withheld) , even though contractually we are not obligated to do so.

USMR will refund the customer's money upon receiving the return of the coins.  If the coins have not been shipped, we will internally cancel the order and refund his money.  We experienced a complete failure of our phone system for 3 days.  The phone are now restored.  We...

apologize for any inconvenience this may have caused.  Please accept our sincere apologies.

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted] It is a ups claim not fed ex, the company response shows content  with a lie, I will file federal  law suit requesting ups claim

As if today, our Vault has not received the coins.  I will call the customer when we do and process his full refund.  The reason he could not reach anyone at USMR is because our phone system was hit with  some type of virus which brought the phones down entirely for approximately 4...

days.  We will honor Mr. [redacted]'s liquidation proposal and refund him the amount in the proposal upon receipt of that package of coins. We apologize for any trouble this has cause, but is was due to circumstances beyond USMR's control. Thank you, Francine Breckenridge, Chief Compliance and Legal Officer

Complaint [redacted]
I am rejecting this response because:I am not getting reimbursed in full. The payment mentioned is for only one 4 pc proof set and a charge of 817.00 was deducted from the reimbursed returned set. I still have several proof coins that will fall under their 20% charge for a refund on these coins I have left to be refunded for. I have been dealing at some times with the sales staff and was ignored for several weeks until I was sent to [redacted] attention He has been no help in receiving a fair refund for these proof sets. I stand to loose in the neighborhood of $1400.00 dollars in getting refunded for these over priced proof sets. I went along with their hype in taking 817 dollars off the price of the set, but stated my protest as being way too much and was told this would not happen if I were to sell back, I didn't want to take the chance of them stalling out on the payment for more time than necessary as they had me in a tight spot. The response stated that they were "nice" enough to pay for return shipping of 35 dollars. I paid approx. 54 dollars for shipping to me, so it's only fair they pay return shipping as they took advantage of me by over charging me for these proof sets. 
Regards,
[redacted]

Complaint:...

[redacted] This man I was buying from told me in a kind way that I could send the reagan gold coins back because I told him I was ill and could not wait to see if gold would increase that long and I wouljd like to buy so I could liquidate the gold because of my health so at my expence I paid to send it back and the guy I was working with told me whenusmr received it back he would credit my visa back in we would buy non proof gold, so I waited for some 4 days and I called him back a number of times and this dealer [redacted] kept going to his voice mal and 1 or 2 days later he answered the phone and I asked for [redacted] and he said he had moved on and I did not no what I was doing and in a very rude way told me to buy my gold elsewhere and I said alright I am sending the 1,000.00 of amer eagle ms 70s back if I was not allowed to buy atusmr and he said ok fine send it back again at my expense becaose he told me to buy somewhere else due to my lack of gold experience and I could not talk to [redacted] again but [redacted] called and apoligized for the mans criticizm. After that I concidered dopping it and when I pulled up Revdex.com isaw he had already post I called him and apoligized for being rude and I unstood his position, I never called him and said that that is one lie he made and the second lie was he said had moved on which he did not, I have an atty: because of the criticizm from him and I want all my shipping and inured money back as I wanted to buy the way the first guy said I could so that was a lie as well. Sincerely L A
I am rejecting this response because:
Regards,
[redacted]

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. I will continue to do business with U.S. Money Reserve thanks to the role of Mr. [redacted] - he facilitates communication.
Regards,
[redacted]

This customer filed the complaint before even reaching out to U.S. Money Reserve, Inc. (USMR).  Upon receipt of this complaint, on May 31,2017, USMR reached out to the customer and resolved the issues completely.  The customer is now satisfied.  Thank you

USMR  denies all of the allegation in this complaint.  However, the complaint was not necessary as this client has been working with USMR's Customer Relations Department and he was assured he would receive his money back in full.  He is also being reimbursed for the cost he...

incurred for shipping and insurance to  send the coins back.  It takes approximately 10 business days once USMR receives the coins to process the coins, request the check, have the check cut,etc.  Ironically, the check request was made today for this customer and it will be sent to him, via Federal Express, on 5/26/17.  As such, USMR respectfully requests that this customer withdraw his complaint in  full.

June 25, 2015 Revdex.com - Central Texas   Re:         [redacted]   We are in receipt of the above referenced complaint and have thoroughly researched the situation.  The claims made by Ms. [redacted] contain some...

inaccurate information and timelines which are important to clear up in this matter.  We appreciate the opportunity to correct any misunderstanding. On May  21 at 7:57 am, Mr. [redacted]  called  US Money Reserve  (USMR) in response to a television advertisement.  His call was fielded by USMR's answering service since it occurred prior to 8:00 am.  At 8:52 am on the same day, USMR's  Account Executive, Eric White, returned Mr. [redacted]'s phone call.  Mr. [redacted]  confirmed the transaction in question.  The actual amount of the transaction was $68,710,  not $86,710 as claimed in Ms. [redacted]'s letter. The transaction went through USMR's standard verification process for ACH orders.  Mr. [redacted] agreed to the transaction and it was processed through the bank on May 22.  USMR  did not learn that the transaction was unsuccessful due to nonsufficient funds (NSF) until May 27.  The request to cancel the transaction came several days after it was initially processed.  Importantly, USMR did not process the transaction a second time on May 26 as asserted in the complaint. In summary, USMR only processed the transaction once on May 22  and  Mr. [redacted] authorized the transaction.  It came back NSF and was subsequently cancelled as requested.  Mr. [redacted] initiated contact with USMR  in response to an advertisement.  The assertion that  USMR is preying on an elderly person is completely inaccurate.  In fact, throughout the normal process of any transaction, Account Executives do not ask a customer's age; therefore, USMR did not know he was elderly until it was informed so by his family.  Upon the family's request to cancel the transaction, USMR did exactly as asked. While USMR respects the desire of Mr. [redacted]'s family to protect his interests, USMR did not take advantage of Mr. [redacted].  USMR  will continue to honor the family's  wishes and will not transact with him in the future.  As long as Mr. Ferrell calls from a number USMR has on file, his call will be directed to USMR's Customer Relations department.  That department  is aware that Mr. [redacted] is not allowed to make purchases due to the family's request. USMR is hopeful that this will correct any confusion Mr. [redacted]'s family has with respect to his interaction with USMR.  Please let us know if you need any further information.

We have contacted the customer and are refunding his money and he is sending us back the coins.  We also apologized to him about our representative's behavior and we are taking disciplinary action against the representative.

U.S. Money Reserve, Inc.  ("USMR") immediately contacted the customer.  The customer was informed that USMR will refund his purchase price 100% plus cost of shipping upon return of the merchandise that he bought from USMR.  Please let  us know if you have any other questions...

about this issue.  Thank you.

The Company called and spoke with Mr.[redacted] twice.  As detailed in the below letter (sent to him via email and USPS), the Company offered to repurchase his coins for a 100% refund.  Mr. [redacted] stated that he was very satisfied with that offer.  He further stated that...

he would consider doing business with our Company again in the future.Please let us know if you need further information on this matter.  It has been resolved to the customer's satisfaction.  Mr. [redacted]                                   ... 13 2015[redacted]Dear Mr. [redacted],Per our telephone conversation I am providing you with ourwritten agreement to refund 100% of your acquisition cost for the followingcoins that you acquired from US Money Reserve:            Qty        Date                      Description      Unit Price            1 4/27/2015 1993 $5 Gold American Eagle Philip Diehl PR69 $391.00            1 4/27/2015 1993 $10 Gold American Eagle Philip Diehl PR69 $895.00            1 4/27/2015 1993 $25 Gold American Eagle Philip Diehl PR69 $1,762.00            1 4/27/2015 1993 $50 Gold American Eagle Philip Diehl PR69 $3,496.00            1 4/27/2015 1994 $5 Gold American Eagle Philip Diehl PR69 $391.00            1 4/27/2015 1994 $10 Gold American Eagle Philip Diehl PR69 $895.00            1 4/27/2015 1994 $25 Gold American Eagle Philip Diehl PR69 $1,762.00            1 4/27/2015 1994 $50 Gold American Eagle Philip Diehl PR69 $3,496.00 $13,088.00 I recommend that you ship the coins registered US Mailinsured for $13,088.00 to:USMR[redacted]We will contact you once we receive your shipment. Pleaseallow 10 business days for your check for $13,088.00 to be received.  We will mail your check to the above address.Please call with any questions or to confirm that you haveshipped.Once again I apologize for the disrespect and inconvenienceyou feel our company has caused you.Best regards,[redacted], Customer Relations Manager[redacted] Tell us why here...

We have already been in contact with Ms. [redacted] and Ms. [redacted]'s son [redacted] prior to receiving this complaint.  Ms. [redacted] has been a client since 2008.  She called in to place the $71,000 order in response to a mailer she received.  We have already processed a 100% refund for this...

order and will be working with [redacted], once he is available, to return the previously purchased $104,000 in merchandise for 100% refund.Per company policy, Ms. [redacted] will no longer be allowed to purchase nor will she receive phone calls or mail from USMR.  If she calls in, the call will be routed to our Customer Relations department that will honor the request of the family to not sell to her.

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