Complaints
Customer Complaints Summary
- 77 total complaints in the last 3 years.
- 51 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:08/13/2024
Type: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 am complaining that Rosland Capital has not sent me the check for the shipment of gold that they bought back and received from **** purchased 87 gold coins in the price of $1150.00 per coin on 1/27/2022.Rosland bought back 85 gold coins at the price of $1195.01 per coin on 5/31/2024 in the amount of $101575.85.I sent back the coins on 5/31/2024 via ***** and Rosland received it on 6/3/2024.On 07/3/2024 Rosland by email acknowledged that the payment to me for the buy back of the gold coins will be made by beginning of August. I called numerous times, and the salesperson *************** said he was on vacation, but my check should arrive on 08/08/2024. From 08/08 to today 08/13 I called numerous times but *************** never answered my calls, and I left messages but I received no call back.Rosland owes me $101,575.85, which they have promised to pay and have not done so. So I am filing this complaint.
Business Response
Date: 08/16/2024
Rosland treats all complaints seriously and is sorry that the customers experience with us was unsatisfactory. The check in question has been mailed to the customer and ********************** apologizes to her for the delay.Initial Complaint
Date:08/09/2024
Type: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 bought 37 pieces of gold coins on 3/102023. I spoke with my ***resentative on May 22/24 and asked to sell them back to Rosland. I recd necessary papers via FEDX 5/23/24. I returned them fedx on 5/27. My *** called me on 5/29/24 to inform me he was in receipt of the coins & signed paperwork. He said it would take about 60 days to get a refund check of which I took issue with. He said thats just the way it is & they were that far backed up. After a month I called the ************************ said they would check into & the next call I recd was from my ***. *** they did was call him. He said he would make a call. That was that. After 2 months, I again called ******** told me that it was still 60 days & some people had been 90 days. I think I said something like that was total BS. He said he would send an email. Im saying I want/NEED my refund NOW. This is so unprofessional, unacceptable & just plain unfair!! Please help me. This company needs to know that I had nothing to go by except their name & what I had researched about them when I bought the gold. Right now I wouldnt recommend them to a dog catcher. Im elderly, a widow and a Social Security check. I was just looking for a little investment for medical care should I need it. I feel like I have been scammed by what I thought was a ***utable company.Business Response
Date: 08/14/2024
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. The check in question has been mailed to the customer and ********************** apologizes to her for the delay.Initial Complaint
Date:08/09/2024
Type: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.
See attached.Business Response
Date: 08/12/2024
Rosland takes all customer complaints seriously. The check in question has been mailed to the customer and ********************** apologizes to him for the delay.Initial Complaint
Date:07/24/2024
Type: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.
My husband and I bought ****** worth of gold F1 coins in December 2023. It took over 2 months to receive the order. We have called Rosland to cash out some of our gold, they state they are not buying back currently. I have called numerous other gold selling companies and they all tell us that what we paid for each coin was double what it is worth!!! We have been Scammed! We just want our money back and will gladly give back the coins. This is very upsetting as we thoroughly trusted Rosland.Business Response
Date: 07/31/2024
Rosland takes all complaints seriously and its Senior Compliance Officer reached out by phone to the customer upon receiving the complaint. The Senior Compliance Officer noted that under the customer agreement signed by the customer, the buyback policy is a voluntary service that Rosland can withdraw or change at any time. It was suggested to the customer that she check back with ********************** next month to discuss whether a buyback could then be available on terms satisfactory to the customer.Customer Answer
Date: 08/05/2024
Complaint: 22016284
I am rejecting this response because: Rosland Capital sold us ****** dollars worth of Gold coins. But not worth its weight in Gold. We paid approximately ******* for each 1/4 ounce of gold. Only worth $575 for a 1/4 ounce. We simply want our investment back. We were not well informed and went on good faith that what we paid for should be the same should we want to cash out!
Sincerely,
*************************************Business Response
Date: 08/14/2024
Rosland reiterates that the customer agreement the complainant signed indicates that the buyback policy is a voluntary service that Rosland can withdraw or change at any time. Rosland again suggests that she check back with Rosland next month to discuss whether a buyback could then be available on terms satisfactory to her.
The customer purchased the precious metals eight months ago.It should be noted that since precious metal prices can fluctuate and to maximize the potential for gains, in the recorded confirmation of the purchase the customer acknowledged that she understood that it should be considered a long-term purchase with a recommended hold period of at least 3-5 years.Similar disclosures were contained in the customer agreement she signed, and the invoice sent to her in conjunction with her purchase.
Further, the invoice disclosed the following: The precious metals you are purchasing can be difficult to value and the market for them can be very limited and illiquid.Exclusive coins, such as gold and silver Lady Liberty coins, are only sold by Rosland at prices set by Rosland based upon their quality, precious metal content and unique source.
Moreover, in the recorded confirmation the customer acknowledged the following: Do you understand that Exclusive Specialty coins [including Formula 1 coins] are only sold by Rosland at prices set by Rosland based upon their quality, limited mintage, precious metal content and branded or unique source?
Do you understand that the precious metals you are purchasing can be difficult to value and the market for them can be very limited and illiquid?
Similar disclosures also were in the customer agreement she signed.Customer Answer
Date: 08/15/2024
Complaint: 22016284
I am rejecting this response because:
Sincerely,
*************************************Initial Complaint
Date:07/24/2024
Type: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.
order Date 5/17/2024 ordered a 1 Gold Buffalo MS70 Order ******** Paid $3,100.00 plus shipping of $49.00 As of today 7/23/2024 have not received my order Called several times and was told they are having shipping issues. Do not believe itBusiness Response
Date: 07/31/2024
Rosland shipped the coin to the customer on July 25th and apologizes to him for the delay in shipping.Customer Answer
Date: 08/06/2024
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
Date:07/24/2024
Type: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.
My husband and I purchased $98,550.00 worth of gold on April 28, 2022 from Rosland Capital.. My husband passed away on March 14, 2024. Due to medical expenses, etc, I contacted Rosland to liquidate the gold. I was told its value was now $90, ******. Despite the loss I would incur, it was necessary to cash in the gold. The gold was received by them April 16, 2024. I was told I would receive a check somewhere between ***** days. We are now at 98 days. When I have called requesting information on status and when I could expect a check, I have received no information, in fact, I was told I was being impatient. I also requested copies of emails my agent had sent to their accounting department. I have received nothing.Business Response
Date: 07/31/2024
Rosland has sent the funds to the customer and apologizes to her for the delay in sending.Initial Complaint
Date:07/16/2024
Type: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 want to liquidate my account and was told that they are not liquidating any silver for 60 to 90 days. So not only did Rosland charge me way too much for silver coins that aren't worth anything to liquidate elsewhere, but now they won't even buy them back. I was sold these on the premise that they would always buy them back, per their agreement that I signed. I want what I paid for them, $10,048.50. Silver has gone way up. I purchased these when Silver was $23.00 and now it is at $31.00. That amount of silver should be worth $3,500 more.Business Response
Date: 07/24/2024
Rosland takes all complaints seriously and its Senior Compliance Officer reached out by phone to the customer upon receiving the complaint. The Senior Compliance Officer noted that under the customer agreement signed by the customer, the refund period had long expired, and that the buyback policy is a voluntary service that Rosland can withdraw or change at any time. It was suggested to the customer that he check back with ********************** periodically to discuss whether a buyback could then be available on terms satisfactory to the customerInitial Complaint
Date:07/03/2024
Type: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 was laid off from work back in June of 2023, and have been actively seeking a new position ever since. On or about May 30th, I executed a partial distribution from my gold/silver *** with Rosland Capital. Not something that I really wanted to do however, I had no choice. I only have so much money left to live on at the point in time. I was told by Rosland Capital that I would not receive the funds for my partial distribution for up to 60 "business" days. That brings me out to mid August. I don't know that the money I have left will last me that long. This puts me in an even worse situation than I was already in. The amount of money that I'm going to receive is approximately $37,379.00. I spoke to Rosland Capital to see if they could at least give me a courtesy to expedite this payment given my situation, but NO, all the rep could say to me is "That's about all I can tell you". NOT EVEN A COURTESY TO HELP ME OUT!!! This is ridiculous!! Again, I don't know that the money I have left will last me long enough, and I may end up missing a rent payment or other payments on various bills. All I'm asking for, is for Rosland to process that payment ahead of the expected time frame to help me out. That's all I'm asking for.Business Response
Date: 07/29/2024
Rosland takes customer complaints seriously and sympathizes with the customers current circumstances. ********************** will endeavor to make the payment in question as soon as possible.Initial Complaint
Date:07/01/2024
Type: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.
Rosland Capital has been in possesion of the gold and silver coins sent on 05/20/2024 and received on 05/23/2024. Distribution of guaranteed buy back amount of $68,971.85 was to be sent no later than July 15, 2024. Rosland Capital has now changed the date to at least 80 days from the date of the May 23, 2024 receipt. The continued delays and lack of clear communication is unacceptable! Rosland Capital has both the coins and the money from my late father!Business Response
Date: 07/02/2024
Rosland takes all complaints seriously. On the same day that Rosland received the complaint, its Senior Compliance Officer reached out and discussed this matter with the customer and confirmed to her that, consistent with Roslands policy communicated to the customer and as set forth in the customer ******************************** would expect to send her the buyback funds within 60 days of Roslands receipt of the coins.Initial Complaint
Date:06/07/2024
Type: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.
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 youBusiness Response
Date: 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 Answer
Date: 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
Date: 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.
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