ComplaintsforGold Rush

• Initial Complaint

  07/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Friday July 5 2024 I walked in to Gold Rush Westminster location. I was selling some gold coins. They quoted me the price of $22,200. I left and came back an hour later to sell the coins. She double checked the coins and confirmed $22,200. I filled out the paperwork while she did her do diligence, including a call for additional approval for the price she quoted me at. It was approved and the wire transfer was initiated. I have copies depicting a wire transfer of $20,000 as we received $2,200 cash on the spot. An hour or so later I get a call from ************************* with Gold Rush. He said there was a mistake and the total number was much lower. The new total was $16,320. **** said we either had to cancel the transfer and get our coins back or take the lower payment. He said there was some mistake on their end but didn't really go into detail of what the mistake was. When signing the paperwork, she had me doublecheck everything was accurate, I agreed to the original price. They have signs in their business stating all transactions are final but now they are trying to undo an already completed transaction. I offered to split the difference as I know mistakes happen but he seemed unwilling. I told them I don't want the coins back and he offered an extra 2% because I was civil bringing my new total to $16,715 less our cash of $2,200 which would make the new wire transfer $14,515. Then a new wire transfer was initiated for $14,180 which again does not match what they stated. I feel like the rug got pulled out from under me and my only options were to take an amount nearly $6,000 lower or to undo the transaction. Their policy is all sales final, is that false advertising?

  

  Business response

  07/06/2024

  ****************, I have reviewed your transaction with Gold Rush, according to our system you are scheduled to receive a $14,515 wire, but I don't know where you saw $14,180. I very sorry for the mistake ******* made during your transaction. Yes all transactions are final, on this particular transaction due to a keystroke error, our business would have taken a $5,685 loss. I told my team to offer you either the correct amount of money for what you sold, or if you weren't comfortable with that, and given the transaction was only a couple hours old, I would allow the transaction to be voided so you could get your Items back. The choice was entirely yours, and you chose to accept the correct amount of money what you sold. As far as your request for a refund, I'm unclear what you're asking for. 

   

  Bruce Lord

  Chief Operations Officer

  Gold Rush

   

  Customer response

  07/06/2024

   
  Complaint: 21948545
  
  I am rejecting this response because:
  Please see the attached updated Wire transfer that was sent by your team. Its interesting how it was sent without asking for my signature again or asking to make sure it was correct. Yet again another mistake by this company. I'm not looking to have your company lose money on this deal due to a mistake on your behalf. I am however upset at the customer service thus far. I think 2% below spot would be more than adequate at this point. You still make 2% off my items and don't lose anything. As of right now, you promised me a price that was checked 3 different times all incorrectly, Then offer me ****** and the attached wire transfer shows a ****** which was again signed off using my digital signature without first consulting or checking it was even accurate. This transaction has been riddled with mistakes all on your companies part, and we are left significantly lower than what was promised. Again I don't want you to have to pay a dime over spot at the time, but to just say our only options are take $5,685 less or go back on the deal is poor customer service. I am very willing to work with you on how unfortunate the errors have been on your part. I have never sold gold before and am by no means an expert and that's why I chose a place with a good reputation. I think finding some middle ground would help smooth over the multiple mistakes made. Again Not asking for anything over spot
  Sincerely,
  
  *******************

  

  Business response

  07/11/2024

  Again ****************, you were offered two choices. Firstly, because the transaction was less than an hour old, if the mistake was too upsetting for you, we would void the transaction so you could pick your materials and sell them elsewhere, or second, we would renegotiate the correct amount you should receive for your items and wire that amount to you. You choose to accept the renegotiated amount, which was wired to you on 7/10/2024 as agreed upon. Now, as I understand the situation, you have the funds (again renegotiated and agreed upon by you) but now wish to attempt to tarnish Gold Rush's reputation and coerce us by lodging a complaint with the Better Business Bureau. Furthermore, you have indicated that said complaint could be "resolved" if we agreed to pay you more money. That's extortion ****************, plain and simple. Could it be that you're upset we caught the mistake before you received almost $6,000 more than your Items were worth, with no way for us to recover the funds? ****************, Gold Rush will not pay you a single ***** more than you've received, period. We have already paid what YOU negotiated and agreed to. This complaint and attempted extortion are despicable. Shame on you ****************.

   

  Gold Rush

  Customer response

  07/11/2024

   
  Complaint: 21948545
  
  I am rejecting this response because:

  Extortion?! You are the professionals who pride yourselves in customer service. You completed a transaction and then you called and coerced me to go back on the transaction. Had I just bought a car and then told i had to give it back or pay $6,000 more that would be extortion. The deal was done and wire transfer was already in progress. Tell me one person who would not be legitimately upset getting told their money that was promised is now almost $6,000 less? From that point on mistake or not, you were telling me to lose almost $6,000. I was willing to find a middle ground since it was your mistake, not mine. You made it seem like I had no choice but to take less or cancel the done deal again losing money already promised in writing. Sounds to me like you were trying to force me into losing money for your multiple mistakes. Until this morning I had no reason to believe the "renegotiated" price was even coming, since the supporting documentation showed again another incorrect lower amount. At this point I felt you were s******* around with me telling me higher numbers and then pulling the rug out from under me multiple times. I only had to go on with what you gave me, which was riddled with errors. By this time I didn't know what to believe from you guys, if either you were incompetent or shady and was tired of being jerked around and I offered what I saw as a fair negotiation which still left room for you to make money off my property. I am curious though how it is that you used my signature again for a new deal without asking? Then you sent me the paperwork with the incorrect amount with my signature as if I approved it. That is what really set me off forcing me to stop working directly with you and instead going to a 3rd party. Everything I stated was based on facts, so if you feel your name is being Tarnished, start by looking at your business practices and "customer service" This company's practices are questionable at best and I would not recommend anyone ever do business with you.
  Sincerely,
  
  *******************

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