Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/24/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a **** $20 ************* of ****** banknote in 2014 which was certified by PMG to be genuine. I recently discovered it was not genuine and am making a claim under their guarantee. PMG is not making reasonable effort to establish Fair Market Value and offering less than I am willing to accept. I have requested that a different agent handle my file but PMG refuses.

  Business Response

  Date: 08/25/2023

  We are aware of ********'s claim under our appearance review process. We have made an offer to the customer based upon current fair market value according to the terms of our Guarantee. (We have actually offered in excess of fair market value.) However, the customer has not accepted the offer.

  Customer Answer

  Date: 08/25/2023

  Complaint: 20515464
  
  I am rejecting this response because: I asked for BBB's assistance in getting a different agent assigned to my file. PMG has simply acknowledged that they have received my claim and made an offer. I did not ask to be involved in determining whether the offer was fair. I asked for someone independent to handle my file.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 08/29/2023

  We are happy to report that we have reached agreement with the customer, which should be signed shortly.

  Customer Answer

  Date: 08/29/2023

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

• Initial Complaint

  Date:12/20/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  PMG grades collectibles. In July; had an Estimated 39 business day turnaround time. I can't prove 39 but I can prove 45 days on Aug 9: ************************************************************************************************************************************ Nov 14, I contact PMG and was told on Nov 16, "Orders ******* and ******* are orders that we have had for 68 and 79 business days, respectively, of an estimated 142 business days."This is PMG saying I have to wait whatever time they change it to in future. Not what was advertised to get my business! I complain. PMG website is clear: **************** begin when submissions arrive at our facility. ******************************************************************************************************* then says: "PMG strives to give you as accurate of an estimated turn around time as possible. This is why we update our website's turn around times on a weekly basis to reflect how long it will take us to process orders arriving, as well as orders currently in our possession." How can they say that being 100 days off from the estimate! It didn't go from 39 to 142 in a week, this move took months. Even on Oct 14, the time was 95 days. But they claim I have to wait 142 days. Also, the "orders currently in our possession" statement is not on website.They are violating Terms and Conditions, Line 11;*************************************************************************** of the Companies will use commercially reasonable efforts to perform the Services in accordance with then-current description of such Services set forth on their websites and within the time frames indicated thereon"3-4x longer is far from "Estimate", it's a false misrepresentation. PMG either knew or should have known the representation of 39 days was false when they made it. I acted on in reliance on those representations and now they use "Not Guaranteed" to hold my items for however long they want. This is absurd and not what "reasonable effort" means; Line 11. If they can't grade them now, return and refund my money.

  Business Response

  Date: 01/26/2023

  We apologize for the delay. Our turnaround times are estimates and are not guaranteed. Please now that just because posted current turnaround times may increase does not necessarily mean that turnaround times apply retroactively to customer's submissions.

  Nevertheless, Order ******* was graded on January 24, so it is almost complete. Order ******* is complete and should be in shipping very soon.