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Red Rock Secured complaints

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400 Continental Blvd, Suite 200
El Segundo, CA 90245 | Get Directions

(844) 450-1381

http://www.redrocksecured.com

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Total Amount in Dispute:
$57,100.00

Total Amount Settled:
$0.00

Complaint Experience

100%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows the company gave proper consideration to complaints presented to them.

Complaint Closing Statistics

2 complaints against Red Rock Secured closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
0	Agreed to make an adjustment
0	Refusing to make an adjustment
2	Refuse to adjust, relying on terms of agreement
0	Unanswered

2 complaints against Red Rock Secured

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10/26/2023

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $57,000.00 Amount Settled: $0.00

Customer Complaint

9/22/2023

Marc Singleton at Red Rock was told numerous times that I wanted lowest premium silver bouillon for my IRA. He verbally did not disclose the high premium (130) on the "unique", non CUSIP Silver Red Lion coins that I ended up with. They now insist that I hold them for 3 to 5 years, although I was told that they would buy them back anytime. Resolution Sought Red Rock/American coin should buy back the coins/rounds at the Market Value listed on my account.

Company Response

10/13/2023

I have reached out to Elizabeth after reviewing her complaint, as well as looking into her account. This complaint would appear to be from Elizabeth, unfortunately, that isn't the case. Elizabeth did not speak to the complaint, but rather her husband let me know that these were his thoughts and concerns. We addressed his points made about the open allegations he referred to, as well as the difference between melt value and retail value. I then had our Client Relations Manager contact both Elizabeth and her husband to speak in greater detail, no common ground was found. Elizabeth's husband disagrees with her purchase and continues to demand the bulk of the transaction to be refunded. Compliance did a full review of Elizabeth's interactions with Red Rock and it is our stance, she chose and agreed to all assets in her transaction. The purchase was made solely by Elizabeth and all formalities were met between Elizabeth and Red Rock. Elizabeth argues that Red Rock failed to disclose its mark-up in connection with this transaction and/or that she was somehow misled. She raises a government complaint against Red Rock for failing to disclose its mark-up in connection with other transactions. Elizabeth's statement is demonstrably false. During this transaction, Red Rock's transaction agreement disclosed the specific mark-up for the purchased product. Similarly, immediately after the purchase, Red Rock e-mailed the attached invoice to Elizabeth, which as you can see shows the exact mark-up for this product. Red Rock's policy was to allow a full refund at that time if there were any problems with the product mark-up as disclosed in this invoice.

6/26/2023

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $100.00 Amount Settled: $0.00

Customer Complaint

3/6/2023

Invested $100.000 in silver. Charged me 50 over spot price. I'm getting a complete run around. They pocketed at least $50.00 for themselves. Never signed off on it either. I asked to talk to coordinator no response. I spend hours calling them. These people are making the industry look bad. Need to go see a district attorney. Resolution Sought Just give my money back.

Company Response

6/20/2023

I reached out to Mr. Reynolds today, after reviewing his complaint and his account with Red Rock. We had a very open conversation about his concerns regarding the difference in melt value versus retail value, the assets that he purchased, the process of Buy Backs/liquidating assets and how he came to posting a complaint. I thanked him for his time and his honest feedback. I set an appointment up for him with our Client Relations Manager to speak further for clarification on all mentioned points. He is also open to my follow up that we have resolved this issue to his satisfaction. In line with their appointment, I feel confident this issue will be resolved satisfactorily on both sides.

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