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Complaint Details
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Initial Complaint
06/07/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Purchase $70K in Gold coins on 8/31/2020 and i have been contacting the representative that sold me the coins for 2 months now trying to sell and they won't return my calls or emails. I called other numbers for Rosland and they tell me they cannot get into my account and i have to speak to the rep. that sold me the coins.I am extremely upset and dissapointment in this company since I thought it was a reputable company but the service that I am receiving is not what I expected at all.i want my money back i have family emergencies that i need to take care of.Please help me to get my money back. Thank you
Business response
06/11/2024
Rosland takes all complaints seriously. We are sorry there was a delay in responding to the customer. *********************** Senior Compliance Officer has reached out and discussed this matter with the customer and we believe we have addressed her concerns and worked out a procedure that will resolve this matter with her.Customer response
06/18/2024
Complaint: 21814666
Yes after 2 months of contacting them they only responded after I put the claim with BBB and of course the gold is not at the high point it was 2 months ago. I am losing approximately 9K on this deal and they told me it would take about 60 days to get my money. So no I am not very happy about the dealings with this company and would not recommend them to anyone.
Sincerely,
***********************Business response
06/27/2024
Rosland takes pride in having good customer relations, treats all complaints seriously and is sorry that the customer was not happy in her dealings with us. We believe that Rosland is transparent in transacting business with its customers, and note that in a recorded confirmation with the customer and in its customer agreement that the customer signed, ********************** clearly disclosed, among other matters, the risks of market fluctuations in precious metals as well as the terms and conditions of Roslands buyback policy, including that the current market value is determined by Rosland Capital for such products on the day the repurchase is made.Initial Complaint
06/03/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
On April 11, 2012, we purchased $26,083 worth of $5 Liberty AU coins. The purchase consisted of 40 coins valued at $651. each + $43 shipping from Rosland Capital LLC, formerly ****************** now ***********, **. At the time we were looking for a solid, safe investment for our future. We dealt with a Senior **************************************** who is no longer with Rosland. Following a cancer diagnosis we needed funds. We reached out to ******************************* at Rosland and were informed that the same gold we had purchased for $26,083.00 was now worth only $21,344 after 12 years of inflation and with gold now at record highs! In any case we needed the funds and accepted the offer. We were told to return the gold which was sent overnight to their requested destination. We were informed that we would be receiving a check from Rosland which could take up to 60 days from 3/26/2024. The 60 days has come and gone, and despite numerous phone calls no check! We are now told that the check will be mailed between 6/12 and 6/19/24, which is 78 to 85 days after the coins were received by Rosland. We are presently out our original purchase of $26,083. Rosland Capital now has our gold and our original investment of 26-thousand dollars, and we are left with a shrinking hope that we will ever see any of it again. Rosland is currently in breach of contract and needs to be held accountable. At this point in time their business practices appear to be fraudulent. We have complete documentation showing all of the transactions with Rosland Capital, their prospectus, various purchase documents, return documentation on the gold, etc. if needed. Please advise us of our options. Thank you for pursuing this matter on our behalf.Business response
06/11/2024
Rosland takes all complaints very seriously. Rosland has mailed the funds to the complainant relating to his buyback agreement with Rosland and apologizes to him for the delay. Rosland believes this should resolve the matter.Initial Complaint
05/22/2024
- Complaint Type:
- Order Issues
- Status:
- Resolved
Paid them 51k over a month and 1/2 ago and they have still not shipped the coins I rendered.Business response
05/28/2024
Rosland takes customer complaints very seriously. ********************** has shipped the customers order to him and apologizes to him for the delay.Rosland believes this should resolve the matter.Customer response
06/03/2024
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.
Sincerely,
*************************Initial Complaint
05/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I bought from Rosland Capital in 11/2021. # *** PAMP ITF ***** CUP gold coins for a total of 77 coins. Price that I paid for each coin: $ ********. Total amount paid $ *********. The transaction was completed in less than 10 days.2.5 years later I needed to sell and I sold back to Rosland Capital exactly the same coins. To my surprise they paid for each coin: $ 1, ****** (please see above the price that I paid). Total amount: $ *********. I lost in the transaction $20,000.00 (and I sold when the gold was at its highest). I wanted at least to recover the money invested. They took advantage in my hour of need. I was told by the representative " I do not make the rules". Well, I guess you do, in your greed. He also told me " we are making the costumer a favor buying back". I closed the transaction over the phone on 3/1/2024. He promised it would take " 6-8 weeks" to receive the check ( When I paid the transaction took 10 days, when is their turn to pay the transaction takes 2 months or longer). They sent the box overnight. They had the gold back in compliance with their rules within 5 days of the receipt of the ***** box. It has been 8 weeks and I have not received the check. I called and, of course, "the representative is not available at the moment". As you can see, the costumer always loses. I feel totally disrespected, ripped off, and I still do not have my money back. I do not know if this is in the business of gold in general or only if you have the misfortune of doing business with Rosland Capital. I just want *** money back. I have been compliant with all their rules on my part. Now is their turn.Business response
05/14/2024
Rosland takes all complaints very seriously. Rosland has mailed the funds to the complainant relating to the repurchase she agreed to and mentioned in her complaint and apologizes to her for the delay. Rosland believes this should resolve the matter.Customer response
05/17/2024
Complaint: 21681906
I am rejecting this response because:I filed my complaint with the BBB on May 7th, 2024. I called Rosland Capital on May 8th to let them know that I have filed a complaint. They sent the check by Priority Mail the same day they knew I have filed the complaint. I received the check on May 11th. To my surprise the Priority Mail cost had been discounted from the amount they owe me ($100 mail). I deposited the check on May 14th. The check was "put on hold" by my bank because "there were not founds available", and apparently the founds "will be available on May 21st". I am not satisfied with this business response because so far they have sent me a check that can not be cashed. I still have not received my money. I demand the business to make founds available immediately.
Sincerely,
*******************Business response
06/05/2024
Rosland takes all complaints seriously. We note that in mid-May the customer cashed the check ********************** sent her. We believe any delay she had with receiving funds from her bank was an issue between her and her bank and had nothing to do with Rosland,since Roslands check had sufficient available funds at all times. We also note that the shipping charge from Rosland is a customary business practice and was disclosed to her in her recorded confirmation of the buyback. We trust that this matter has now been resolved with the customer.Initial Complaint
05/09/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I made a purchase on 3/19/2024 of $5000.00, they cashed my check and have NOT shipped the product.I keep calling and representative keeps telling me that tracking number is not available and they do not know where the product is.I asked to speak to a supervisor and was told that is not possible that someone would have to call me back. They can not give any definite answer on why the coins have not shipped or any answer as to when they will ship. I have requested a refund however they are not able to say when that will come. BUYER BEWARE!!!!!!Business response
05/14/2024
Rosland has mailed the funds to the complainant relating to his refund request and apologizes to him for the delay in shipping the product. Rosland believes this should resolve the matter.Initial Complaint
04/16/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I opened the account at the beginning of March 2023. It looks like the purchase wasn't made until 3/23 gold was about 2k an ounce then. That is not when the account was funded The price of gold was apprx 1839/ oz. I was charged 3020 oz. I was hard sold proofs when on the first call which was recorded I stated I did not want numismatic coins . I was never told that I was going to be given 1/4 ounce denominations. I didn't see that until I got the receipt. I called in January of this year when gold was up significantly and saw that my account was down 5000. I could not get a call back. I asked for a manager but got the same gruff salesman. a hard seller. I want the bullion I should have gotten. it should be ***** ounces, in one ounce denominations. Take the one year annual maintenance fee and the storage fee of 150 for a total of 214. I wanted buffalos and eagles. If there is question on the fees, I'll pay them. When the tax document is prepared the bullion prices should be used not 'proofs' and should be reasonable in line with the posted price of gold bullion on the day of distributionBusiness response
05/15/2024
******* first learned of this complaint to the BBB at the beginning of May. ******* takes all complaints very seriously. Upon learning of this complaint, ******** Senior Compliance Officer placed a call to the complainant in order to address her concerns and resolve this matter. ******* has not yet heard back from her.Initial Complaint
03/02/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I believe I have been scammed by Rosland Capital. I was under contract to purchase $10,000 with of silver coins with *******************. ( Rosland Capital representative) I sent a personal check for $10,023.00 to fulfill by obligation to purchase in October 2023. The check was cashed. I have been in contact with ******************* on a monthly basis as to when I will be in receipt of the silver. It is now almost March 2024 and I have not received anything other than false information for ******************* as well as the compliance representative for Rosland Capital.My last conversation yesterday Feb 26, 2023 I was told that the purchase will be cancelled and my money refunded. I asked the compliance officer to email me the cancellation and refund confirmation and he asked me to email him, which I did asking him to reply with that confirmation and details in regards to when my refund will take place. He has yet to respond. I am asking your assistance to confirm cancellation and to assist with my timely refund.Thanks you,*****************************Business response
03/05/2024
Rosland takes all complaints very seriously. Rosland has mailed the refund requested by the complainant in his complaint and apologizes to him for the delay. Rosland believes this should resolve the matter.Initial Complaint
02/29/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
In December 20th 2023, I sent in 7 gold bars that I originally purchased from Rosland Capital about a year to ***** months prior. They received these Gold bars I bought from Rosland the next day Dec 21st- around 3pm. I sold back in order to free up funds to go to ******- family emergency- as well as set a new business venture? They promised me up to a 60 day turnaround. And I needed to expedite this process to receive the check before this? I called twice in January explaining the need to buy plane tickets with this among other vital purchases- my sales rep ******************** promised my it should be to me on or before Feb 14th-17th on both calls. I then expedited on Feb 13th only to find he changed his promise date to the full 60 days Feb 21st?? So I again waited no check on the 21st expedited daily nothing still and we are now on Feb 27th???! Still not even a tracking number. Not sure if I need to retain a lawyer and *** them for late fees and bills Im not able to pay now waiting for their promised check. Amazing how they can overnight a fed ex box so I could send this to them and they receive it within 24 hours?? But yet they take longer than 60 days to process this Same gold they sold me a year ago back into currency and send a check to me??? InsaneBusiness response
03/05/2024
Rosland takes all complaints very seriously. Rosland has mailed the funds to the complainantwhich he has cashedrelating to the repurchase he mentioned in his complaint and apologizes to him for the delay. Rosland believes this should resolve the matterInitial Complaint
02/15/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased gold from Rosland Capital because it is so highly advertised. I paid $5,432.84 for 7 #**** PAMP Lady ******* 0.25 oz ***** gold proof, Type 1 at $776.12 each. I contacted the representative last year and was told the gold is only worth $590.67 each. This gold was purchased on 02/04/21. I contacted the representative that sold me the gold by email twice in the past couple of weeks with no response. I also called Rosland Capital by phone with no response. According to *************************** this is the best company to invest in. Apparently not. When I purchased the gold the company was very interested in customer satisfaction. I was told that in a couple of years the gold would be worth the amount paid for it. I just want to sell the gold back to the company for what I paid for it. This is a big company but apparently they don't care about customer satisfaction. Just glad I didn't invest more into the company. thank you for your time!Business response
02/27/2024
Rosland takes all complaints very seriously. After receiving the BBB complaint, in the spirit of good customer relations and under no obligation to do so since Rosland has done nothing wrong or inappropriate here, Roslands Senior Compliance Officer reached out to the complainant by phone in an effort to address her concerns and resolve this matter. In the course of several phone calls,Roslands Senior Compliance Officer and complainant reached agreement on a resolution of this matter that Rosland believes is satisfactory to the complainantCustomer response
03/05/2024
Complaint: 21291527
I am rejecting this response because: I have not received information that the gold coins were received received by Rosland Capital and I will not be completely satisfied until I have received payment. I do have the tracking number and I am happy that they agreed to full payment, but they are not great at customer satisfaction. Thank you!
Sincerely,
*************************Business response
03/19/2024
Rosland takes all complaints very seriously. Rosland has mailed the refund requested by the customer in her complaint. ********************** believes this should resolve the matter to the customers satisfactionCustomer response
04/03/2024
Complaint: 21291527
I am rejecting this response because: I was told I would receive a check for the full amount of $5,432.84 but $80.23 was deducted for sending me a check that could have been sent by priority mail. I am happy that I did not have to wait 60 days though.
Sincerely,
*************************Initial Complaint
01/30/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have been attempting to liquidate an *** that was my mothers. In order to do that, I have to go through Rosland Capital to sell the gold and silver coins. I have been calling since Oct 2023. I have called at least 5 times, and no one is ever available to talk to me regarding this. I've been advised to call and ask for the compliance department. The compliance department does not have a phone number. So, I continue to submit my information to the operator who assures me that my information and situation will be passed to the compliance department for action. I have called upwards of 5 times now. I'm sure if I wanted to buy coins I would be put in touch with an individual immediately.Business response
02/06/2024
Rosland takes all complaints very seriously.Rosland has contacted the complainant to address her concern and believes it has resolved the matter.
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Customer Complaints Summary
41 total complaints in the last 3 years.
28 complaints closed in the last 12 months.