ComplaintsforCash America Pawn

• Initial Complaint

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had to leave ****** in an emergency situation. I am in domestic violence. My domestic violence includes me being stabbed in both my hands and my stomach.An exception was made and I was allowed to make payments by money orders due to me being out of state. Now I'm ready to pay for and collect my items and I am not being able to meet the rules to collect my property. Despite my attempts to deal with managers of the store at ************************** and the assistant manager and the manager ****** at ************************************. Also, I have called corporate who reached out to Syden on *******. Also, ******* at customer service. I need a copy of my **** slips but they said that they can't send me a copy. I asked if fed ex could pick it up and deliver it. I also asked if it could be transferred to one of their stores in ******* ******* and they said no. They said I needed to do a power of attorney and send someone, but I have no one to send. I can also prepay for it to be mailed with green card, and fees plus insurance. I just need them to work with me. Also, requesting a reasonable disability accommodation. Requesting delivery of items once I pay them off.********************* ***********

  Business response

  04/12/2024

  The Cash America Pawn stores in ****** will make arrangements for *************** to redeem her loans by money order and ship her jewelry to one of our stores that is closest to her in *******.  We will want to return her jewelry items in person at one of our ******* stores to be sure she receives them.  Please have ************** contact *******************, the District Manager for the ****** stores, at ************** to make final payments and arrange for transfer of her items to an ******* store that is closest to her.
   
  Thank you,     
  

  
  

• Initial Complaint

  03/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  [BBB - Transcribed from original document. See file.]I HAVE BEEN A CUSTOMER FOR OVER 20 YEARS. I HAD A LOT OF VALUED JEWELRY AND CASH AMERICA TOOK 5 RINGS 4 YEARS AGO & TOLD ME THEY SCRAP MY JEWELRY BECAUSE THEY SENT PAPERS TO WRONG HOME. LAST YEAR THEY TOOK DIAMOND CHAIN TO SENT AWAY FOR 2 MONTHS LOST IT. THEN DEC 21 THEY TOOK A CHAIN I HAD FOR YEARS, AND I HAD TO BUY A CHAIN FOR 216 DOLLARS

  Business response

  04/03/2024

  Thank you for the opportunity to address this complaint. The customers **** forfeited due to nonpayment and her item was subsequently sold. The customer tried to redeem the ****, but because it was no longer available, the store offered to find her a comparable chain. The store sold her a higher valued chain for ******, which was lower than the balance she owed on her chain at ******, as a courtesy. This matter is considered resolved. 

• Initial Complaint

  03/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Yes, I went into a purchase of a shotgun and they wound up getting 640 something dollars off. My credit card said they returned. It hasn't returned it and would not give me my gun. What day was it? It's been a week already and I've tried to receive the money. They said they sent the money back to me but I haven't received the money.

  Business response

  03/26/2024

  Cash America Pawn is in receipt of the complaint submitted by **************.  We were unable to locate any customer records for this individual in our system.  Please have Mr. ********* provide a customer account number, *************************** number, or the address of the Cash America Pawn store where he purchased the firearm so that we can look up the transaction referenced in his complaint.    Thank you.

• Initial Complaint

  03/13/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought a ******* fat *** professional power station on 3/8/2024 the jump part of jumping the car does not work when I purchased this item I asked does it work they assured me that they tested it when I got home and charged it did not work the employee who handled my transaction asked if I was going to return it I said no as long as it works she assured me that it did so I bought it try to return it and they told me to leave and not there problem in front of other customers

  Business response

  04/03/2024

  The Store is willing to refund **************** the purchase price of the item.  **************** may contact the Store Manager at ************* to make arrangements to pick up his refund.

  Customer response

  04/04/2024

  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.
  
  Regards,
  
  ***********************

• Initial Complaint

  02/20/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had an item pawned for the last 5 months or so. Ive paid every month on the 17th, 18th, or 19th. The due date was the 11th of each month, with the 10 day grace ****** I would pay on it. I was told it was pulled on the 18th of February because it was due earlier because of me paying it on the 17th instead of the 19th or 20th in January. If the due date changed based on me paying it on the 17th the prior month, then i wouldve lost it the month that i paid on the 19th. Even the month that i paid the 18th when i paid on the 17th the prior month. I want to know why my jewelry was stolen. Theyve done this 3 times in the past to my girlfriend when she would misplace her ticket when she paid on it. The lady brought my girlfriend up right before she tried conning me like she has done to my girlfriend more than once. I have the tickets where ive paid every month. I also was told they tried to call but my phone was disconnected which is a lie because *** received the calls the few times they called in the past but they didnt call this time because they stole my belonging and tried to get me to pay over $1800 when they would only loan me $160 because they said it was only worth $400 ***

  Business response

  03/12/2024

  On 6/10/2023, ******************** pawned a 14K gold cross pendant at First Cash **** located at ******************************************************* (the Store) for $200.00 under Loan No. ******. ******************** thereafter made interest payments to extend the loan several times.   ******************** came to the Store on 2/19/2024, to make a payment on the loan. The Store Manager (**) told him he couldnt extend the loan since it forfeited on 2/8/24 and the **** was pulled on 2/18/24. The ** offered ******************** the option of doing a buyback to put the **** back into **** by paying $118.00.  ******************** declined the offer and said he only wanted to make an extension.   ******************** called and spoke with the Stores District Manager (DM) later that day. The DM confirmed that his loan forfeited on 2/8/24 and was pulled on 2/18/24 in accordance with the terms stated in the Memorandum of Extension.  ******************** insisted that the loan should have been due on 2/19/24.  The DM explained that his last payment on 1/17/24, extended the loan for an additional 30 days from 1/9/24 to 2/8/24 plus the 10-day grace ****** making the new pull date 2/18/2024. Since January has 31 days, the payment on 1/17 only extended the loan to 2/18 (not to 2/19) as stated in the Memorandum of Extension. Before the DM was able to offer him the buyback option to put the **** back into ****, ******************* hung up on him. The Store still has Mr.********* **** and is willing to allow him to put the **** back into **** via a buyback on the same terms as the ** offered him on 2/19/2024.  

• Initial Complaint

  02/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Approximately a week ago from Feb. 14,2024, before purchasing a microphone from store #6 on ****************************, I attempted to make sure the product was functional but no accessories were available to do so,nor was there an"As Is" tag on the item. Being a regular customer for a few years I TRUSTED that the item was in functional conditions. TODAY FEBRUARY 14TH, I was again in the store in the hopes of finding a decent amplifier that I could purchase. I took the microphone along to make sure that the amplifier was functional. Find that the amplifier was functional but the microphone wasn't. I am well aware of your policies. My question is is your business in the habit of selling items that do not work without giving the customer any forewarning that it is being sold as is or without having accessories so that the customer can test the product and make sure that what he's buying is functional. I brought this to the attention of the manager. Ms. ******* reply was that she was sorry about that but that I couldn't return it. Any competent manager would have seen that it was a legitimate complaints since the item wasn't tagged as being sold as is and the store didn't have any means to test the product. A proper course of action would have been to acknowledge that there had been a misunderstanding and somehow remedy the problem. Her remedy of the problem was: sorry about that. Now my course of action is going to be two advice people that I know frequent that store and let them know that they need to beware of shady practices practiced at that location. Plus,$ you have lost a customer. Possibly your managers might need better training or better supervision.Respectfully, Mr. ***************************

  Business response

  02/15/2024

  Thank you for the opportunity to review this complaint.  The customer purchased the item without the 15 day warranty that he was offered at the store.  

  Customer response

  02/15/2024

  Complaint: 21294631
  
  I am rejecting this response because:
  
  Regards,
  
  ***************************

• Initial Complaint

  02/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of Transaction was ******* but they said i paid on the 17 of December. I am a regular customer and they give courtesy calls, but when its something they want they steal it. I have been with them for over 10 years and this have never happened. One of the employees stole my ***** watch worth over $600. I would like for them to investigate. Why I didnt get a call . For 5years I have gotten a call. Now you have the workers not giving a courtesy call because they want it. I want my money back for my bracelet.

  Business response

  02/12/2024

  Thank you for the opportunity to review this complaint.  The customer entered into a **** agreement and failed to make her interest payment on the due date and the **** forfeited.   The courtesy calls are not a requirement and are conducted by store employees as a courtesy.

  Customer response

  02/12/2024

  Complaint: 21270495
  
  I am rejecting this response because:
  
  Regards,
  
  ***************************** I have been a loyal customer for 5 yrs+. I have received a phone call every month for my bracelet for 5 years plus and always received a phone call. Until they get these new employees that is doing fraudulent things. I was told from the Manager that I would get a call and that did not happen. I spoke to this Lady that we are speaking to. She informed me of a text service and I ask her why was I not informed of this 5yrs ago I go in and out and never was informed of text because I was supposed to be called and that did not happen. This place has been changed to First Cash. They are doing Fraudulent things. I would like the value of my Bracelet. Its was $600. They have my receipt. I would like to investigate this matter.

• Initial Complaint

  02/02/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 11/21/2023, I called the place of business early morning hours to ask about my pull date and was placed on hold immediately by the store manager Tera. Tera, left me on hold for a total of 8 to 9 minutes before I had to hang up, due to me being on my lunch break. She never called me back or anything as a paying, and longtime customer of Cash **********************. This should be unacceptable as a manager. However, after work, I went to the place of business to pay and retrieve my device PS4 and 2 games, After paying to get my merchandise out of ****, I noticed that one of the games had been missing/ stolen from this location while in ****. Therefore, they couldn't find it, so I was offered compensation of $25.00. I did inform her that I wasn't sure if that was the correct game in the case. I contacted corporate regarding this and haven't heard anything,On Jan 25, 2023, I went to the store to my payment on 3 of my **** bracelet, ********************** After making a payment for a week's extension, the Cashier informed me that it would be ok to come in today to extend again and reassured me that all my pawns were safe until today. 02/01/2024 I called today and spoke with ***** regarding coming in to pay today to extend, & was informed that my projector was pulled yesterday and sold immediately. The store manager listened and watched this transaction between the cashier and me and never said anything to me or the cashier. This is deceptive practice and theft in my opinion. I never received a phone call from anyone stating that my items would be pulled, I've been paying on these pawns with very high interest, for 6 months or longer and they knew I was coming back to get all the items. this unethical action truly baffles me. Also, isn't in the best interest of the public. These deceptive practices have no dignity, integrity, or respect. My bracelet is pulled and they asking for $140.00 to put it back in **** or it would be sold for $1500.00, All customers should be contacted.

  Business response

  02/05/2024

  Thank you for the opportunity to review this complaint.   This matter has been resolved with the customer.  

• Initial Complaint

  01/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On the the 24th of January **** at around 2:30. I dropped off a TV for money. I received ***** in cash. I went home and realized I made a mistake and went to the store around 5:10 pm. The store was closed and I looked on the door and it had a sign of the store hours. The store hours are **** to 5 pm. The next day on the 25th I went back to the store at ****. I place the ***** dollars and explained to the employee that I made a mistake and returning the money. The employee and manager told me that I had to pay the ***** finance charge. I explained that it has not been 24 hours and you have ****************************************************** my TV back unless I paid the *****. I told them them that is not good business and I would file complaint. They laughed and said OK....and to call the number on the door.

  Business response

  01/26/2024

  Thank you for the opportunity to review this complaint.  We are unable to locate an account for this customer.   

  Customer response

  01/27/2024

   

   

  Complaint: 21197862

  
  I am rejecting this response because:

  As a Retired Veteran and this complaint involves my daughter and her boyfriend.  I went with her and her boyfriend to the store and I am a witness with first hand knowledge. As we all explained to the manager that my daughter made a mistake and is ********* the contract within 24 hours. 

  I was called three times from the head corporation. All three lady's were asking for the name on the application. Which I gave them the  names involved with the complaint and explained to them I was a witness to the violation of my daughters and boyfriend Rights to rescind a contract. All lady's would not talk to me, try to resolve or offer any remedy to the complaint. As I'm a witness and I filed the complaint for my daughter and her boyfriend I have a reasonable duty to inform the better business bureau of any violation of businesses practices. As a retired veteran who served this great nation I have a duty to protect The Constitution for *****************. So, The includes all people Rights, trespass and property.  I hope the company will have honor and serve the public people instead enforcing a profit for the business.The company call me, email me anytime to provide my daughter and her boyfriend remedy to this matter. I hope I can update this complaint and give the business a clear record or update and give a response of them not giving a remedy to a this issue. 

  Regards,
  
  ***********************

  Business response

  01/29/2024

  The company cannot speak to a third party about another person's account.

  Customer response

  01/29/2024

  Complaint: 2119786

  I'm rejecting the agents of the company response. 

  This is done in good faith to resolve the issue.

  I'm trying my best to arbitrate and get remedy for my daughter and her boy friend. The company states they can not talk to a third party. Well I witness the transaction. My name my not be on the account but I talked to the Manager of the business. I don't want to talk about the account. This issue is about consumer Rights to contract. The consumer has the right to rescind a contract. The issue is my daughter"s boyfriend talked her into bringing in her TV and getting money. She made a mistake and wanted to correct it and get her TV back. It had only been 17 hours and she return to the store. It is just bad business to take advantage of a customer for a mistake and profit a full finance charge of the contract. As I wish to resolve this matter as a soon as possible. If somebody that works for the company that my know the actual owner would give a refund I would clear out this complaint and give a good review or this complaint can be recorded as a unfair transaction. 
  Defender of our God givin rights.
  Regards,

  ***********************

• Initial Complaint

  01/17/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  They posted an item on OfferUp so I sent them a message and they responded so I went to the location of the pawnshop while there I tested the item and everything was fine. I put it on layaway received my contract and left on my way five minutes before the store was close. They called me and told me they wanted to sell the item to someone else. I explained they cannot do that since I already put it on layaway and have a contract but they said that they were going to do it anyway.

  Business response

  01/17/2024

  Thank you for the opportunity to review this complaint.   The item in question belonged to another customer and was inadvertently placed for sale.  The customer received a full refund of his deposit.  

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