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:12/12/2023

  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.

  **********************(******************* ************) called me and offered me four $2.50 ****** Gold Quarter Eagles part of a set, invoice number **-151102 for $4,125.00. 1/18/** paid 100.00, 1/19 paid ***** and 1/19 paid 25.00--PAID INVOICE ATTACHED. Received them **********************(************************************* ************) called and offered me the rest of the set(9 $2.50 ****** Gold Quarter Eagles) for $7245.00. I bought, Invoice #**-151130 and paid them on 1/30/**--PAID INVOICE ATTACHED. When I received the complete set, I had them appraised and they were not worth what they promised. I called ********* and told him i was returning them. he said no problem. RECEIPTS FROM THE POST OFFICE ATTACHED On 4/11/** $7245.00 was returned into my account. When I called ********* and asked where the other $4,125 was he said it would be in my account the next day. To date, I have not received it.After numerous(daily) phone calls to all the numbers I have access to (***** and *********) no one answers and they have never returned any of my calls. Still up to todays date I have tried calling.I just want what is due me $4,125.

  Business Response

  Date: 01/18/2024

  CLIENT understands we have a 30-day return policy. All returns outside the 30-day return window must be assigned an RMA number and are subject to a 15% restocking fee. Additionally, CLIENT never shipped us the 5 coins from invoice ********* as referenced in this complaint. Dealing with this client has cost us a financial loss every transaction. 
  
  ******************* spoke with our sales team about a complete 15-coin set of the $2.5 Indian Gold Quarter Eagles. He placed his first order later that day for 5 coins and began building his set. 
  
  
  We contacted CLIENT prior to shipping to confirm the transaction in detail.
  
  
  We contacted CLIENT during the shipping process to remind him of ****** expected delivery date/time. 
  
  
  We contacted CLIENT after we received confirmation of a successful delivery (where he personally signed for the package from FedEx). 
  
  
  On 1/30 CLIENT contacted us after a few local satisfactory appraisals of merchandise and place his second order
  
  
  We contacted CLIENT after this transaction to verify and confirm payment & shipping.
  
  
  We contacted CLIENT to remind him of ****** expected time of delivery
  
  
  We contacted CLIENT after we received notice of a successful delivery confirmation.
  
  
  

  Customer Answer

  Date: 01/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I returned all the coins (15) including the 5 coins, it all went in the same box. The business said they received them, returned $7,245  and would return my $***** back the next day. I did not receive it and have continually tried calling them and will not answer or return after leaving several voicemails.

   They received all coins in the same box, they returned ******** but not the *****. I put on the box **-**** as instructed by **************************************

  It does not make sense that they received all coins together and only refunded the first amount. 

   *******************************

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

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *******************************
  
  
  
  
   
  

  Business Response

  Date: 01/22/2024

  CLIENT is claiming he returned merchandise beyond the 30-day return window. In that case he would have a written notice explaining the 15% restocking fee with a specific financial breakdown...That would be a supporting document for this claim
  

  CLIENT purchased 14 coins in January (invoices 23-151102 on 1/18 & ********* on 1/30), yet claims he returned 15 coins.
  

  CLIENT added proof of purchase from 3/6 (invoice *********) for $11,870. If he was so unhappy with us after the first 2 transactions why purchase again, for even more money?

  Why did the client wait a year to bring these claims to anyones attention, if he truly believes his claims to be true?

  Why has he never mentioned any of this to our staff prior to his initial claim with BBB, if he truly believes his claims to be true?
  

  Why has CLIENT never disputed the charges with his credit card, if he truly believes his claims to be true?
  
  I understand there might be confusion as so much time has passed since these transactions. But I can assure you our records on these matters have no room for human error. Funds come in, merchandise goes out. It's that simple. CLIENT's claim keeps changing but the documentation shows a ******* clear timeline.

• Initial Complaint

  Date:06/23/2023

  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 had contact with *** from Tri-States Assets on Sun June 18th regarding purchasing coins. My credit card was not working that day and I told ******** would get back to him in a couple of days. *** called on Tues June 20th and my wife answered the phone. She told him I had spent too much money and we could not make this purchase. He hung up on her.On Weds June 21 *** charged $1,660 to my debit card. I contacted my credit union immediately and let them know this was a credit card fraud charge.

  Business Response

  Date: 06/23/2023

  I tried to call the client. I left him a voicemail.
  

  The salesman on this transaction is *******
  

  He never spoke to us any of us on a Sunday, nor did he speak with us any day or time before 315pm EST yesterday 6/22/23.

  Tri-State Assets has no *** 

  The dollar amount referenced ***** does not reflect the transaction he made with us

  He passed a phone verification after making his purchase, before we processed the payment he supplied. 
  

  This complaint has nothing to do with Tri-State Assets 

  Customer Answer

  Date: 06/23/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [I did leave a VM msg at ph no ************ and it went to ext 202 on 6/22. Imade a mistake and referred to the person that I talked to as ***, not ***. This call was made to Tri-State Assets at approx 9:00 ****** time. *** talked to me on SUN 6/18. Yes, SUN, 6/18.. He called back on Tues, 6/20 to get another credit card to use. My debit card that I gave him on SUN, the 18th would not work. When he called back, my wife answered the ph and talked to *** and told him I had spent too much money and we could not make this purchase. Then, he immediately HUNG UP on her. Then, on 6/22 was when I called my credit union and discovered there was an *** of $1,650 charged to my debit card by Tri State. The credit union gave me that ***, plus 2 ph nos to contact. They were: *********** and ************. It is very clear that this TriState is the company I dealt with, not anyone else.

  I have never heard of a ph verification. 

  The *** of $1,650 is in the hands of my credit union. It was reported to them as credit card fraud.

   

  Your Answer Here]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *******************
  
  
  
  
   
  

  Business Response

  Date: 07/12/2023

  The client placed his order, he received what he ordered, he disputed the transaction claiming we stole his credit card number (fraud), then he returned the merchandise & was refunded in full.
  

  Our company has never and will never conduct any business on a Sunday, the lords day!

  We have paid the processing fees, we have paid the shipping and insurance, and we did not charge the client the 15% restocking fee for canceling the transaction after placing the order. We simply waited for the merchandise to be sent back to us then issued a full refund.
  

  This BBB complaint is obnoxious. We could give thanks  to clients such as this gentleman who cost everyone else money by unnecessarily causing prices to increase throughout the industry. Mom & pops are fighting big boxes left and right but situations such as these set us back a few paces.
  

  Have a blessed day!
  -*************************************

  Customer Answer

  Date: 07/12/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  *******************
  
  
  
   
  
  

• Initial Complaint

  Date:04/17/2023

  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.

  Order date 04/10/2023 Received Date 04/13/2023 They are quick to sell without stating that if you do want to return, they will charge you a 15% restocking fee. I was told I could return the coins, if I decided not to keep them. I immediately called them using the Phone# ************ after my inspection, no answer I left a message. I then immediately emailed them at ****************** addressed the email to *****, as my invoice showed, no reply. I included in my email that I had to go to work and would be home by 5:30 CT. When I got home I had 1 message from them, they wanted me to call right away and their call to me was at 1:45pm **, time stamp on my answering machine. They left me a call back number to ********* at ************, I did just that, only to hear he couldn't come to the phone now but to leave a message, I did as well as an email to him at ****************************** About an hour later I called ********* again, still no answer, just leave a message. This morning 04/14/2023, I called the ********* ******* no answer, again I leave a message. Stating I want to return coins and that was that! Finally I get a call from *****, I was put on hold and got to hear how great their company was, his excuse to be put on hold was he was looking at my wanting to return...Right, he had NO idea why I was calling. Then being the fast talker he is, mentions they get a Restocking Fee of 15%. They don't tell you that Fun Fact when ordering, only they will take back the coins if unsatisfied. Then all of the sudden the case value went up from **** each that was already done to **** or close to that, all I know how quickly that value increased while making the purchase to the Return. How they included the Tubes for Shipping at a cost of **** each, They packed them I didn't! On the Invoice included in small print, it does say 15% Restocking Fee however, while making THE **** NO MENTION! Then ***** is trying to UPSELL me into something else and then all my Fees on 1st sale will be 0.

  Business Response

  Date: 05/11/2023

  *** has been a regular customer since 2022. Every transaction of hers has the following documents, all of which have the identical Return Policy on them:
  A recorded phone verification prior to payment 
  Invoice which clearly states our return policy & 15% restocking fee
  An email confirmation of payment 
  An email invoice pdf showing the 15% restocking fee
  A shipping email with tracking number
  A paper invoice & packing slip delivered with signature-required
  Our return policy is additionally clearly posted our website ****************** explaining the 15% restocking fee
  
  
  *** purchased silver Peace Dollars which were sold as random dates between **** to ****. The condition of the coins were offered as **. The quantity of coins ordered was 40. (Note: BU or Brilliant Uncirculated is a definition of non-graded coins. The term MS63 or Mint State 63 refers to a grade, by a grading service on a **** scale (70 being best). Furthermore, a BU Peace Dollar is visually similar to a graded peace dollar in the MS60 to MS62 range.)
  
  
  *** emailed us that Thursday stating she received 41 coins where the quality of the coins were MS63 or better (confirming she received equal or greater than she order)
  
  
  She received 41 coins (a larger total quantity than she ordered)
  She claims the coins received were MS63 or better quality (a higher quality & a value than she ordered)
  
  
  At Tri-State Assets we work effortlessly to satisfy every customer. Following **** first email I immediately called her to offer her my direct phone line in hopes she would contact me after her work shift. I left my number on her answering machine, she didnt call until the following day. When she reached the salesman he immediately messaged me and I took the phone call where *** & I had an 11 minute conversation during which I offered: (1) send it all back, we can issue a store credit at the full amount, or a refund after a restocking fee, (2) an exchange of merchandise at the full amount. *** explained she would accept the exchange I really only like gold. I responded gold is at the highest its ever been, EVER and youd be getting more for your money if we consider other options, for example waiting a few days, or understand that youll be paying top dollar and sacrificing your typical expectation of value as gold could drop in price next week. Before I could complete that sentence I was being yelled at, threatened then hung up on. 
  
  
  As it stands *** is welcome to the same options as originally discussed.  We dont charge a restocking fee because we like to. That fee covers most of the costs of processing credit cards, then refunding credit cards in addition to the ***** Express Air shipping with precision tracking, shipping insurance, and guaranteed hand-to-hand delivery. In the event of a mistake on our part we would never hold the customer responsible for such fees. If *** would think about the options and get back to ** wed gladly accommodate. 
  

  *attached is the lower half of her latest invoice showing the return policy
  
  Thank you,
  ********* / Tri-State

  Customer Answer

  Date: 05/12/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   When I asked ********* if I could return coins, he said yes, while making a sale, I immediately called him day received coins and no answer. I emailed, then I emailed again, no answer! I said by my email, send me a return address and credit my account. ***** DID NOT CALL ME, DID NOT LEAVE MESSAGE, again Lie! Then I get a call  from ***** trying to Upsell me more and Then they would not charge me a restock fee. I never Threatened anyone there! I did call him out as a liar and I did hang up! I did say I will be contacting my Credit Card and the Better Business Bureau. If they consider that a threat, seriously!!! Again, the sale was all that matters to them. They Lied when they said I could return and after the fact they want a restock fee. Today ***** calls me, acting like nothing happened! I said nothing had happened for me to return the coins. Do Not do business with them! I expect a return address and Full Credit as well as Never To hear from them again! What part Don't they understand??

   I have one more thing to add in my response, the initial call with ********* when he was trying to sell me the coins, and I asked him if I could return the coins if for any reason he said Yes. He failed to state that I could, however you will be charged a restocking fee. Had he said that to me directly, I would have said NO to the coins and that would have saved ** both a lot of grief!
  

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

• Initial Complaint

  Date:04/03/2023

  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.

  I have purchased Collectable coins form Tri State Asset. They were ****** $2.5 the coin were to be of grade of MS63 and M64. Having the coin inspected by Licensed and Bonded coin dealer and coin wholesaler. Was told the coins are not to the grade I was told. When purchasing the coins I was told that Tri State Asset stands behind there coins and would be able to get my money back. Even had conversation with ******** (owner of Tri State Assets) he also said that they stand behind what they sell. I ask for return of my money. ******** will not return emails or phone calls. All I want is the return of my money and I will return the coins.

  Business Response

  Date: 05/11/2023

  This message pertains to invoice ********* dated 2/25/2022. Client was well aware of the 30-day review period as its clearly explained verbally and printed within every transaction.  Client placed orders on 2/25/22, 3/14/22, 4/29/22, 5/4/22, 5/18/22, 5/26/22 and 8/4/22. The first conversation on this topic was ~9 months later (outside of the 30-day window).

  Our return policy which is clearly stated on every invoice can also be found on our website: *************************************************

• Initial Complaint

  Date:02/02/2023

  Type:Service or Repair 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.

  on august 17 20** i purchased three 2.5 ****** gold quarter eagles $ *****. invoice #*********. i was told at the time i could return them within 30 days if i didn't want them. after viewing the coins i decided to return them. i tried to get a hold of someone there for more information through e-mail and phone calls with no response, as the return date neared i sent them back. i was then contacted by ************************************* by phone and we agreed that he would send a **** d walking liberty coin as a replacement. i then recieved 2 different coins that we did not discuss and promptly sent them back. we agreed that a monetary refund would be best, but i had to sign a release of funds form which i did on december 6 20**. since then my many e-mails and phone calls have gone unanswered.

  Business Response

  Date: 03/07/2023

  I have shared several conversations with *** since his first sign of dissatisfaction with his purchase. He agreed the coins were exactly as advertised therefore we would have deducted a "15% fee" to his refund, as clearly stated on the initial sales phone call, clearly printed on all emails, invoices, receipts and statements. In hopes to please the client, I proposed an exchange of merchandise which he loved the idea of (to eliminate the fees I would incur). We discussed various items from our inventory before deciding on the one he wanted, being a ****-D 50 Walking Liberty Half Dollar graded by NGC in an MS67+ (with a retail price of $10,200). *** was excited to receive this coin and accepted the exchange. Once *** received the half dollar he started again with the frequent phone calls and emails to complain. He had mixed feelings each conversation - sometimes he was grateful for spending only $2,475 and receiving a coins valued at far more. Other times he called he would say he just needed the money and couldn't take any exchanges at the time. Finally he shipped back the Walking Liberty and we offered either an exchange of merchandise, a refund minus the fees, or a credit on file. On the phone he would agree to the credit on file (which hes had on his account for several months) but via email recently hes been demanding a refund in full and that he will not pay the fees.

   

  In our industry, especially when conducting business over the phone, we are in a market where fees are at a maximum. From a credit card/banks perspective it's a high-risk industry which is why we take the time to personally speak with every single client and come to resolutions amicably. We pay x.xx% to process a credit card, we pay a lot for ***** Express 2-Day Air with GPS tracking & Photo ID matching signature, we pay a lot for insurance. To refund a transaction we'd pay an additional x.xx% (hence the 15% fee in our disclaimer).

   

  As it stands, *** has a credit on his account here at Tri-State Assets for his original transaction price of $2,475.00 which has no expiration to it.

  Customer Answer

  Date: 03/10/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  i would still like my money refunded.  i don't need any credit from them as i do not want to do any more business with them.  i was NOT sent a ****d walking liberty that was discussed, i was sent two different coins that i promptly sent back.  no where in any of my written and verbal correspondence was i told of a 15% fee for any returns, in fact i was assured at the time of the initial sale that i would be able to return the coins if needed within 30 days with no problems which has not been the case.  please refund my money.   ***

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***********************************
  
  
  
  
   
  

  Business Response

  Date: 03/28/2023

  Hello,

  We tried to refund the 3 transactions used to fund this purchase but all 3 transactions were blocked. We then sent a "Waiver of Dispute" form to *** to be signed and returned, which he did promptly. When that came back to us we issued a check via **** which was lost in transit. We have since cancelled the missing check and are issuing a replacement check today (#*****) via ******  The ***** tracking number is: ************ which will go out today between 4-5pm.

  Thank you BBB for helping this matter come to a resolution & protecting the consumer.

  -Christian / Tri-State Assets