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:04/11/2025

  Type:Order 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.

  Goldco Breached Contract, Faked Tampering, Overcharged 3x Spot$60K+ Losses Goldco breached a $48K cash buyback (Invoice #*****, DocuSign signed 10/2021)sent 700 oz coins, returned 700 oz, claiming depository rejected for a hole. Unboxing video (April 2, 2025) shows no holetubes destroyed, nothing missing. No thief tampers, takes nothingGoldco faked it to void payment. Overcharged 3x spot ($64.55/oz, spot $21-$22, 10/2021) on 700 coins + ***$60K+ losses. **** ****** promised satisfaction, flaked on calls (last April 2, 2 PM). I offered to drop my suitthey ignored. ******** ************ retaineddemanding $60K + *** losses + damages. Goldcos pattern of fraud must stopresolve now!

  

  Business Response

  Date: 04/12/2025

  Dear Mr. ************************ you for taking the time to leave your review. We take customer satisfaction very seriously. 
  We have attempted to contact you to resolve the matter, but have been unsuccessful at reaching you.
  As we communicated (and provided photo evidence of the damage reported and tracking information) your package was rejected by the depository and not by Goldco. We also provided you with the option for resolution when you last spoke to a representative, which included offering to pay for reshipping and to also honor the previously agreed amount. Unfortunately, uncommon shipping issues do happen occasionally. 
  We also discussed that Goldco would not offer you spot price on your metals. Goldcos offer is significantly more than what you paid for on the metals you purchased.
  We look forward to speaking with you soon. Please call our customer care line at your convenience.

  Customer Answer

  Date: 04/15/2025

   
  Complaint: 23193286
  
  I am rejecting this response because:

  1) I demanded to do business with ****** ******.

  2) I demand $60K as buyback payment + Shipping + Insurance (I have the labels, but not the Docusign document, I want things in writing.) 

  3) The settlement terms for my *** are unclear and foggy, typical of Goldco. I demand full reparation of losses I've suffered.

  4) I seek a concrete offer, in writing, fully compensating and rebuilding my retirement egg nest, the one you have destroyed, along with many others.

  5) I have a video of the unboxing of the returned package, proves tamper was staged, no holes on box, no coins missing, just a mess of broken tubes...what kind of thief would do something like that, on camera covered facility like ******** Please!!! LOL  

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

  

  Business Response

  Date: 04/16/2025

  Dear Mr. ********************* apprciate the opportunity to work through the shipping challenges you have experienced.  We are glad to know that, after your conversation with management,  all of your issues are resolved and you are now completely satisfied.  
  
  

• Initial Complaint

  Date:03/12/2025

  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.

  Goldco contacted me and talked me into buying gold and I didn't know I was going to have to pay a yearly fee of around $225 to store the gold. When I asked for the value of my money they told me the value was only around $50k after paying them $90k. How is this so, when Goldco consistently advertises the price of gold is up? This appears to be a scam to prey on the elderly. I was in my 70's and my husband was in his 80's at the time of this investment. I was completely mislead and I feel I was scammed. My husband passed away and I never thought the gold would go down so much in value and I desperately need the full amount of money now. This is an absolute shame!!!

  

  Business Response

  Date: 03/25/2025

  Hello Ms. ******* thank you for taking the time to leave a review! We understand your concern, and the good news is that what youre seeing on the statement from the custodian is just the spot price of the precious metals, not the value of the precious metals in the account, as noted on the statement itself. A Goldco representative will be in touch soon, but if you prefer to email ******************************* we would be happy to set up a time to answer any and all questions he may have.
  
  

• Initial Complaint

  Date:03/11/2025

  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.

  In October '22, I rolled $100,000 from my 401k through GoldCo for a precious metals **** I admit that I was not well versed in the spot prices and precious metals. I did expect to pay a premium above spot price, but GoldCo never truly explained their fees and certainly never told me that I would be paying them 30% premium. My $100K invest became $52K. I was very angry that I gave away that much of my hard earned money to Goldco and the high pressure, fast talking representative. I blamed my self for not being more educated and not asking more questions. I just looked at my account and since my initial investment in October 2022, gold has increased 76% (~$1689/oz to ~$2900/oz) and silver has risen about 56% ($19.50 to $30.14). Yet my account still hasn't risen to my initial investment of $100K! In viewing my statement it resurfaced my anger and prompted me to file this complaint. I understand they need to make money and there are fees...but the way they go about their business and the outrageous fees is not right. I want to purchase more gold and will...but never through GoldCo ever and want to warn others.

  

  Business Response

  Date: 04/01/2025

  Hello *****, thank you for taking the time to leave a review! We understand your concern, and the good news is that what youre seeing on the statement from the custodian is just the spot price of the precious metals, not the value of the precious metals in the account, as noted on the statement itself. A Goldco representative will be in touch shortly to answer any questions you may have and to address any other concerns you may have. 

  Customer Answer

  Date: 04/03/2025

   
  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:02/03/2025

  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.

  My name is ****** *****. I'm a retired UPS driver of 28 years. I work very hard for my money and I made an investment with goldco and they took half my money. I rolled my 401k over to the traditional *** purchasing gold and silver with the company *******. ****** ******* was my pressured salesman. I had to wait for the check and it was three or four weeks before I got it but he kept calling me to pressure me about the check did I get it yet did I get it yet. I finally received the check and I sent it to ******** I get a statement from him proving that he purchased the silver and gold then they totaled my '*********. then when I get the first statement of my portfolio it only totaled ******. I know there's fees and a few other costs but what in God's name justifies a ****** fee? Nothing. I then saw complaints about this company on your website and I am so disappointed that I want my money back. He did not explain to me he was going to charge me $100 for a coin and it was only worth $30. I wanted more gold than silver and he forced me into buying more silver. He pressured me into the whole deal didn't explain anything completely and I just want my money back. Please help me get my money back. My last statement amount for my portfolio was ******. Thank you, ****** *****

  

  Business Response

  Date: 02/10/2025

  Dear ******,
  Thank you for sharing your concerns with us and for taking the time to speak with our management team. We apologize for any confusion. We understand your concern, and the good news is that what youre seeing on the statement from the custodian is just the spot price of the precious metals, not the value of the precious metals in the account, as noted on the statement itself. This is not the true value of your metals, however. We are glad we were able to assist in resolving your concerns. If we can be of further assistance, please don't hesitate to contact us.
  
  

• Initial Complaint

  Date:01/02/2025

  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 contacted Goldco Direct LLC for information about Gold and Silver and finally I went a head and purchased Precious Metals from them, I was not aware of their phoney business practice, what I mean by phoney is that they way over charged me for the gold and Silver I bought. The total amount that was sent to them was $175,641.65 through my 401k, today I went onto my account and discovered that around the time I did this my account went from $175,641.65 in my traditional *** to $81,227.99. The spot prices were approximately $1,952.83 per ounce for gold and $24.13 per ounce for silver. Gold: I purchased 78 coins of 0.25 oz for $910.00 per unit, resulting in a premium of 86.4% above the spot price. Silver: I purchased ***** 1 oz units for $71.15 per unit, resulting in a premium of *****% above the spot price. my account had plummeted from $175,641.65 to $81,227.99, representing a 53.8% decline in value. This decline is solely attributable to the outrageous prices charged by Goldco Direct LLC. I immediately contacted legal authorities and they instructed me to contact Cherry County, Valentine ******** attorney **** ***** as well as the ***. After going on to the BBB website I have discovered that they have done this to others besides myself and I am demanding that a full refund be put back into my Traditional *** for a total of $175,641.65. I will not and I repeat will not accept anything less. I am demanding a FULL REFUND , also I have a statement from ************ who is the custodian. I am deeply concerned about my financial future. Goldco Direct LLC has acted in a manner that is unethical and predatory towards retirees. I expect the Better Business Bureau to take immediate action to address this matter and expect this to be resolved by GoldCo Direct LLC IMMEDIATELY or SERIOUS further action will be taken. That is a PROMISE.

  

  Business Response

  Date: 01/23/2025

  Dear ******,  thank you for bringing your concerns to our attention.  The good news is that what youre seeing on the statement from the custodian is just the spot price of the precious metals, not the value of the precious metals in the account. We are glad to know that, after your conversation with management,  all of your issues are resolved and you are now completely satisfied. 

• Initial Complaint

  Date:12/24/2024

  Type:Sales and Advertising 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.

  On December 19, 2024 I entered into an agreement with GoldCo, to purchase some gold and silver coins. During my previous discussion with GoldCo, I was led to believe that if I purchased, what they called 'Premium Bullion" coins, that were limited in production. They would be of more value at the time of purchase, and could increase more in value, as time went on. They wouldn't send any info on the coins, saying that it would depend on what was available on the day of purchase. I wired my money to the account. On the day of purchase, he said he had some American Bald Eagle coins available, they were .25 oz. not 1 oz. coins, which would be easier to sell, as they wouldn't cost as much as 1 oz. would. I agreed, and he gave me a price for the gold coins, and the silver coins. Which I agreed to, not knowing anything about the coin, and thinking I could look it up after the phone call. WIthin a minute of hanging up the phone another call came in to verify the sale. It was recorded. I agreed to buy the coins, not knowing what I was buying, and having no time to look it up. The coins I purchased are minted just for Goldco, and are of no value to anybody, except for the melt value of the metal. None of the precious metal exchanges will buy or exchange these coins except at a severe discount to the spot price. I believe I was mislead, and rushed into making a decision. I thought the price was high, but not knowing what they were worth I agreed, trusting that they wouldn't sell me down the road, I agreed. I don't want others to be exposed to the misleading ways of this company. I would be happy if I could get my money back, or exchange it for a known coin such as the American Eagle.

  

  Business Response

  Date: 12/26/2024

  Mr. *************** you for bringing your concerns to our attention. We are pleased to hear that, following your conversation with your representative, all of your issues have been resolved, and you are now completely satisfied.
  

  Customer Answer

  Date: 12/30/2024

   
  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:11/12/2024

  Type:Sales and Advertising 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 6/18/24 I purchased $100,000 worth of silver from Goldco. I was just I was excited doing business with Goldco. I decided on the $100,000 of silver to receive ****** free dollars of silver. I told the man ***** *****, I knew nothing about silver but wanted to protect my money. I decided on silver coins because of the future demand of silver they sold me silver coins at $***** per ounce when they were only worth $28 an ounce when I realized what I had done , I tried to get the promised highest buyback not thinking that it would be less than half of what I paid at the time. Silver was only $28 an ounce. I told the man that didnt seem right he said thats the spot price of raw silver. And that what I was buying was 99.5% pure. What I found out was that you can buy walking Liberty for five dollars over spot price which is about $33 an ounce And its 99.5% pure. So silver would have to climb $50 an ounce for me to break even I went into the hole over 50% that cant be legal. And thats with silver climbing five dollars an ounce. What moron would pay ***** for something worth 35.And wait five years to just break even how is that good? They scammed me and I want my hundred thousand back they can keep the profit. Thank you.

  

  Business Response

  Date: 11/14/2024

  Dear ****, thank you for bringing your concerns to our attention.  We are glad to know that, after your conversation with management,  all of your issues are resolved and you are now completely satisfied.  
  
  

• Initial Complaint

  Date:10/18/2024

  Type:Sales and Advertising 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.

  ****** +dollars are missing from MyEquity Account - charged but no gold/silver in my account . I want my money back . The amount below was charged and paid but NO metals in my account. They also scam with prices - things are over the phone and they speak quickly and can be overwhelming for the elderly in particular . Feel bad for all the people who have gotten **** *** by like 500%. Im a physician so I can only blame myself for being too trusting

  

  Business Response

  Date: 11/08/2024

  We apologize for the experience you had.  We have attempted to contact you to help answer your questions, but have not been able to connect. As you can see from the 1000s of 5-Star reviews we have, this isnt how we handle our customers.  If you dont mind, we would like to find out more about what happened during your experience.  Please contact our ************************ at *************************************** or **************.  Also, thank you for taking the time to write a review.  All reviews help us improve our business practices and policies.
  
  

• Initial Complaint

  Date:10/02/2024

  Type:Sales and Advertising 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.

  The transaction occurred 9-29-24. I have requested an immediate reversal of the charges and have not yet had a response. My goal was to convert my entire standard *** to a gold ***. The amount of gold purchased was $39,105.00. What was not clear to me was that my account value would immediately drop by *****% because they were selling me the gold at that markup. In other words, they sell me the gold at that inflated price but the actual spot value is *****% less, which is all I would get should I liquidate the account. Yes they quote you the sale price during the confirmation call but they do not confirm that the buyers UNDERSTAND that their account value will immediately be reduced by the amount of their excessive gold sale commission. They are preying on seniors. If people really understood that their account value is immediately diminished by *****% they would not buy!!! And Goldco knows it and takes advantage of it.

  

  Business Response

  Date: 10/18/2024

  Hello ****, thank you for bringing your concerns to our attention.  We are glad to know that, after your conversation with management,  all of your issues are resolved and you are now completely satisfied.  
   

• Initial Complaint

  Date:07/10/2024

  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.

  Hello, I am a 74 year old retired disabled grandmother who feels taken advantage of. last year i put in the full amount of my retirements thinking it was a good company due to all the outstanding reviews i have seen and what not, but in the past 7 months it seems they have lost over 50% of my total funds already. I have tried to call countless times to try and get help and all i get is a, you will get a phone call in a couple of hours! obviously i never received the call. I am at the point of getting the cftc involved.

  

  Business Response

  Date: 07/22/2024

  Hi *****, thank you for taking the time to leave a review! We understand your concern, and the good news is that what youre seeing on the statement from the custodian is just the spot price of the precious metals, not the value of the precious metals in the account, as noted on the statement itself. We are glad to know that you were able to connect with a member of Goldco's team and discuss your experience in greater detail. 
  We apologize for any confusion. We appreciate the opportunity to review your concerns. If we can be of further assistance, please don't hesitate to contact us at ************** or email at *************************************** at your convenience.