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Business Profile

Coin Dealers

Monument Metals LLC
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Monument Metals LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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Monument Metals LLC has 2 locations, listed below.

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    Customer Complaints Summary

    • 2 total complaints in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/02/2024

      Type:Customer Service Issues
      Status:
      Resolved
      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.
      On November 13 I responded to a Monument Metals website to purchase 2 tubes of BU American Silver Dollars of their choice. BU coins are not circulated and were to be in US Mint tubes. The amount I paid was $1414.40. On receipt I noted that the tubes enclosing were Whitman tubes not US Mint tubes. Before opening the “transparent” tubes I notice several of the coin edges displayed were not uncirculated. Upon opening I noticed the same circulated wear and soiling was evident. I advised Monument Metals for a refund. USPS DELIVERED the returned silver dollars. They have acknowledged receipt last Friday. My account shows no refund.

      Business Response

      Date: 12/02/2024

      Customer was refunded 11/29/2024 on the full amount back to their original payment method via eCheck (ACH). It takes 5 business days for the payment/refund to clear for an ACH and will appear on the customer's account. 

      Customer Answer

      Date: 12/02/2024



      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.


      Thank you for your service.

      Sincerely,



      ******* * *******

    • Initial Complaint

      Date:12/29/2022

      Type:Customer Service Issues
      Status:
      Resolved
      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.
      On 12/22 at 6:33 AM EST, I placed an order with Monument Metals. At 6:37 AM EST, I received a fraudulent activity alert from my credit card company, which I authorized the transaction immediately. We checked our order with Monument online and the account was pending. Being Christmas holiday weekend, we waited until 12/27 (as the company was closed on 12/26) to verify the status of the order. On our account, the transaction was listed as reapproved/clear sale, and we contacted customer support on 12/27 at 4:18 PM EST to verify. We spoke with Stephanie, and she said that the credit person will call us on 12/28. On 12/28 at 8:59AM ET, I received an email from Giselle Sicle saying the order was cancelled and payment was refunded. I contacted my credit card company first to confirm that the purchase was authorized and cleared, which they confirmed was the case, but did receive the refund request from Monument and will take approx. 48-72 hours to reflect in my credit balance. We contacted Monument on 12/29 at 12:39 PM EST and spoke with Daniel. He stated that our account has been suspended and we cannot place any orders with them until we pay via e-check or bank wire. We are not allowed to use a credit card with them unless we pay with a different method first and it is completely out of their hands because their 3rd party vendor makes those decisions. We have been blacklisted for a legitimate purchase using a legitimate credit card, which I immediately authorized as legitimate. We can't even access our account unless we pay for the order in a different manner, which we are not able to do at this time. We were also told they will not be able to do business with us anymore unless we pay in a different manner. Never have we experienced a policy as such where a real customer is being treated as a thief and cannot rerun the transaction even though it is approved/cleared by the credit comapny. We have offered additional documentation, but they will not accept it.

      Business Response

      Date: 01/06/2023

      Business Response /* (1000, 6, 2023/01/05) */
      Here at Monument Metals, we want ALL of our customers to be satisfied and We take all customer complaints very seriously. This is the first BBB complaint we have ever received. I have spoken with Mr. ***** and we have clarified the situation and we have come to a resolution. He has requested that his complaint be removed through the proper channels and we were informed by BBB that we needed to indicate that fact on our response. Mr. ***** will approve upon receiving our response. Thank you!


      Consumer Response /* (2000, 8, 2023/01/05) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      We would like to remove/unpost/retract the complaint against Monument Metals. We were satisfied with the resolution and do not feel the complaint needs to be published on the BBB site.

    Monument Metals LLC is BBB Accredited.

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