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:06/10/2025

  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 am submitting a complaint against GOLDCO. As a first-time precious metals investor, I transferred funds from my 401(k) into a precious metals 401(k) and invested $100,000 with full confidence in GOLDCOs high ratings and reputation to secure my retirement savings.However, my account now reflects a value of approximately $50,000 based solely on spot priceseven though gold and silver increased 29% and 16.8%, respectively, over the past year. This discrepancy is due to exorbitant, undisclosed premiums charged at purchase.On July 8, 2024, I purchased: Gold Coins: 28 total coins (19 of the 2017 Saltwater Crocodile and 9 of the 2016 Lunar Monkey) at $1,070 per 0.25-oz coin. At a spot value of ~$652.75, this represents a premium of roughly $417.25 (almost 64%). Silver Coins: 527 coins of the 2021 Australian Spotted Eagle Ray (1.5-oz) at $132.20 each when the spot value was ~$46.13 (an ~$86.07 or 187% premium). 1 coin of the 2023 ******************* (1-oz) at $85.60 versus a spot value of ~$30.75 (a premium of ~$54.85 or about 178%).Additionally, I requested a 70% gold/30% silver allocation to build a balanced portfolio for my nearing retirement. However, I was pressured to change this allocation because the salesperson claimed silver was devalued, forcing me into an unfavorable mix. As a result, I not only lost significant funds but also over a year of valuable investment opportunity that could have enhanced my retirement security.I respectfully request an urgent investigation into these practices and seek a full refund of my $100,000 investment (minus any valid fees) as these inflated premiums were undisclosed and disproportionate to the market value. Had I been properly informed of these excessive premiums, I would have invested elsewhere. This deceptive conduct has not only reduced my account value drastically but also jeopardized my retirement security and damaged my trust of GOLDCO.Thank you for your prompt attention to this matter.

  

  Business Response

  Date: 06/10/2025

  Hi Daniel  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. If you email ******************************* we would be happy to set up a time to answer any and all questions you may have.
  
  

• Initial Complaint

  Date:05/19/2025

  Type:Billing 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.

  Hello, I am filing this complaint against Goldco. I wanted to buy. *** account backed by precious metals. I was rolling over my 401K. I understand there are fees involved with starting a new account and I am willing to pay those fees, but to be charged and I do mean overcharged for these medals is ridiculous and is predatory on retirees to overcharge for precious metals over spot. Had I understood that I was being charged a premium on top of these 1 ounce and quarter ounce coins I would not have purchased. I would have walked away and went somewhere else. I feel like this should be rectified immediately by refunding me my money minus any fees that I owe the company. I recently looked into myaccount and saw that my value was $25,000 instead of a little over ****** the reason being they value the coins I bought at Spot which is fair but that is not what they charged me when I bought coins for my self-directed **** They charged a premium for every coin I boughtat a ridiculous price for example on the silver 1 ounce coins, they charged a premium of $52 over the spot price of $37 more or less I could have bought those coins myself at spot was only $4.99 over the raw price of silver now lets talk about the few gold coins I bought I got charged for the 4- 1/4 oz $1425 over spot. These gold coins should have been $955.22 that is a total of $1879 over spot or $469 a coin over spot. This is a scam go should be shut down for their predatory practices on the elderly and the retiree person no one likes to be scammed out of theirlife savings and this is ridiculous. I would be happy just to take my money and put it in an investment that is safer than dealing this an unscrupulous company.

  

  Business Response

  Date: 05/29/2025

  Dear *****,
  I truly appreciate you taking the time to share your experience with us. I understand that there were concerns initially, and Im so pleased to hear that we were able to resolve them to your satisfaction.
  
  Your feedback is invaluable, and were always striving to provide the best possible service. If theres anything else we can do for you, please dont hesitate to reach out. Were here to help and ensure that your experience with us remains positive.
  
  Thank you again for your patience and for giving us the opportunity to work it out. Feel free to reach out to our customer care team should you need further assistance. 

  Customer Answer

  Date: 05/29/2025

   
  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:05/19/2025

  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.

  In 2020 I transferred my *** (life savings) into a Goldco Gold and Silver ***, because it was advertised by people I trusted. and because Goldco had an A+ rating with the BBB and a high rating on Trust Pilot. What I was unaware of, is that Goldco preys on the elderly, and that they will sell gold at massively inflated prices, sometimes 250% over the current asking price for an ounce of gold. by doing this, they make it impossible for the elderly to ever see a profit from their gold purchase, even if the price of gold goes up significantly. legitimate gold companies will charge a small premium 3-10%. I invested about ****** in a Gold and Silver ***. thier fees are ****** a year for holding it. with Goldco, the value of a gold/silver *** generally goes down about 50%. I called Goldco on May 14th, to ask for the full valuation of my account, so that I can take it out. I let them know that I am aware of their fraudulent practices. However, even though the customer service agent said I would receive a call within 24 hours, it has been 3 days and I have not heard back. I am now working with a legitimate gold dealer, and he explained in detail how Goldco has been way over charging senior citizens and keeping about 50 percent of the value of their accounts. I am hoping to be part of a class action lawsuit so that everyone who has been taken advantage of by Goldco can get their money back. and I will also seek a thorough investigation of Trust Pilot and BBB's support for this fraudulent company, as well as contact all of their advertisers, to educate them to what Goldco is really doing. Goldco does not follow the BBB guidelines or the Trust Pilot guidelines. I realize that BBB and Trustpilot may not be aware of this. I am seeking to get the full amount of my investment (minus any money withdrawn) back, although I deserve to have the amount that gold and silver has gone up back as well.

  

  Business Response

  Date: 05/19/2025

  We understand your frustration and appreciate you taking the time to share your experience. We take all customer feedback seriously and are committed to providing a positive experience.
  
  The good news is that what you may be referring to is the number you are seeing on the statement from the custodian. That number is the spot price of the precious metals, not the value of the precious metals in the account, as noted on the statement itself
  
  A member of our customer care team has reached out to discuss any concerns you may have. We value your feedback and are dedicated to ensuring the best possible experience for all our customers
  
  
  
  

  Customer Answer

  Date: 05/20/2025

   
  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:04/30/2025

  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 first transaction occurred on 12/19/2022 ($260,325.24) and the second one on 1/13/2-23 ($99,951.10). I had requested that all of it be placed in physical gold but much to my surprise, my Goldco agent (****** *******) let me know after the fact that he had instead purchased most of it in silver coins.. For the second investment, I had to insist a lot with **** ******* in order for him to invest more into physical gold. However, the coins they purchased seem to be worthless. As of 06/30/2024, and in spite of the considerable increase in the price of gold since my initial purchase, the total value of the combined purchased was only worth $ *******, according to the enclosed Goldco statement.I complained with a Goldco supervisor about the fact that (1) **** ******* had disregarded my initial directions concerning the purchase of gold; (2) I had jut discovered that I would lose 20% (as a penalty) for any withdrawn silver or gold some, a fact that Mr. ******* had NEVER disclosed during our phone conversations before I signed a contract with Goldco. Since then, I repeatedly tried to reach Goldco but every time, they hand up as soon as I mention talking to a supervisor or filling a complaint. Only once, I spoke to a Goldco staffer who told me that the value indicated on my statement was for tax purposes only but that she would email me the actual value the same day. Of course, she never wrote to me. No later than today, I had exactly the same type of experience. In the end, I got **** ******* on the phone for ten seconds: he just said, Mister *******, I will have ************* call you; he refused to talk to me directly.. I am now convinced that this scamming company is cheating its customers, hiding the truth about their service fees and their exorbitant 20% penalty, purposely buying what is lucrative for them and not for their customers. ****** L. ******* Distinguished Professor of Mathematics ************************ .

  

  Business Response

  Date: 04/30/2025

  Dear *******, We sincerely appreciate you taking the time to share your experience with us. It brings us great joy to know that you're happy with our service and your purchase and were grateful for the opportunity to assist you.
  Your satisfaction is our top priority, and were delighted to have met your expectations. If theres ever anything else we can do for you, please dont hesitate to reach outwere always here to help.
  

• 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,
  
  ****** *****