ComplaintsforCash America Pawn

• Initial Complaint

  10/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 9/30 I got a **** loan for a macbook pro. I went to redeem my item on Friday 10/18 and once I got in my car I unwrapped the laptop they gave me (Macbook Air) obviously this wasnt mine so I went back in the store (never even left the parking lot). The associates spent around 30 minutes looking for my item before I had to leave to go back to work I was told I would receive a callback. The following day im being told theyre still auditing laptops and reviewing cameras, I follow up a few times during the week as well (still getting the run around always a different excuse everytime). I call Wednesday 10/23 and am told the district manager will have to get me a replacement, this is a laptop I use for work so id already had to buy a replacement so I requested a refund. I was told to call back the next day when the district manager ******** *. returns from ***********. I call back the next day 10/24 and am being told they will not issue replacement or refund because the laptop they tried to give me does not work and the serial number does not match (not sure what that has to do with me). I contact corporate explain whats going on and they say I will receive a callback. Come friday morning 10/25 ******** *. calls me (very unsympathetic and unwilling to help) basically reiterates the same and says there was a sticker on the laptop turned it that wasnt on when they gave it to me FALSE! I asked to review cameras myself he refused. I am now out of $300 and whole entire MACBOOK. I used them in a time of need obviously as a last resort and now this feels like theyre trying to take advantage of me. I was patient and understanding through the whole thing but at this point I'm considering what can be done from a legal standpoint.

  Business response

  11/05/2024

  Thank you for the opportunity to review this complaint.   The customer will be provided a courtesy refund.

  Customer response

  11/05/2024

  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. However I would like the BBB to follow up with me and ensure the business follows through on their resolution.
  
  Regards,
  
  ***** *******

• Initial Complaint

  10/04/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On February 23, 2024 I redeemed a layaway at the Cash America pawn at ************************************. I purchased a 14 karat ring and what I thought were 10 karat stud earrings. I went to Cash America pawn today to sell back the earrings Because they were breaking my ears out Im not allergic to gold so that threw a red flag. When I went to sell the earrings back to them, they told me that they could not buy them because they were fake. Luckily, I had my layaway receipt with me where I had purchased it from them , showing that they sold the ear rings to me, the woman ******* walked away and just left me standing there. I waited in the store for over an hour and a half to be helped and was I have tried to reach out to **** the manager and have been unable to reach him.

  Business response

  10/04/2024

  Thank you for the opportunity to review this complaint.   The customer has agreed to meet the District Manager at the store next Wednesday, October 9, 2024 for the refund.

• Initial Complaint

  09/25/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Nothing but bad business i went in trying to **** ****************** and they wont accept anything of real value. To my understanding this company is supposed to give jewelry loans and they dont even do that and even if they accept something they give you like 5-10% of the value of an item. ??

  Business response

  09/25/2024

  Thank you for the opportunity to review this complaint.  FirstCash, Inc. provides **** loans based on the value of the item that a customer brings in.  

• Initial Complaint

  09/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The story is running a promotion of 15% down and get 15% off on layaways. I put the my purchase on layaway and was never given the option of the promotion. She just charged me 10% down instead of the 15%. The person that waited on me is an assistant manager. I complained to her about it but she didnt do anything to help me. This cost me an additional $9.00.

  Business response

  09/25/2024

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

• Initial Complaint

  09/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 14, 2024 I went to purchased a gold ring from Cash American **** and ended up purchasing 2 gold rings. During the process of purchase I observed a ladys 14kt gold necklace but was not sure if I wanted to buy it. ******** noticed my interest in the necklace and encouraged me to purchase the necklace through various payment options. She ultimately talked me into purchasing the gold necklace through their layaway option. At the time of agreement she did not inform me nor was it written the contractual agreement that I would be responsible for making payments on the law any in store only. This valuable piece of information was left out. On June 13, 2024 when I phoned in to make a payment I learned that I could not make payments over the phone. I also learned that my purchase had been pulled and the money that I put towards the purchase was lost. I immediately requested the attention of the store manager. There were several conversations with multiple store managers by the name of ****** and **** on June 16, 2024, June *****, 2024, July 1, 2024 and July 18, 2024. After explaining to the store managers why important details such as payment inconveniences should be make available to the buyer before offering layaway as an option to customers/consumers, an resolution was reached. The store managers verbally agree to return the $70.00 that was put towards the layaway. On September 03, 2024 I visited Cash America Pawn to retrieve the money that was agreed to be returned but was denied by the new store manager ****. Who said he had no recollection of the verbal agreement and no noted details about the conversation mentioned above that had occurred prior to his arrival but would check into it. On September 04, 2024 I contacted **** to get an update. **** informed me that he and the new district manager would not be honoring the verbal agreement to return my money.

  Business response

  09/20/2024

  Thank you for the opportunity to review this complaint.  The layaway terms were explained to the customer at the time of purchase.  We consider this matter closed.

  Customer response

  09/30/2024

  Complaint: 22248315
  
  I am rejecting this response because: it does not address the nature of the complaint nor does it address the offer by the store manager to settle.
  
  Regards,
  
  ******* *******

• Initial Complaint

  08/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Item was pawned for $350. With agreement to pay back with interest total of ******.On 08.28.2024, I payed ****** to get my necklace back. They had forfeited it on 08/15/24 for being late on payment.Keep in mind that I had been making payments on the account.

  Business response

  08/29/2024

  Thank you for the opportunity to review this complaint.  The **** had forfeited due to insufficient payments per the **** contract.  The customer paid the $563.93 to buy the item back.  

  Customer response

  08/30/2024

  Complaint: 22212431
  
  I am rejecting this response because:
  
  Regards,
  
  *********************

  they were deceptive by not informing me that I was behind at anytime. I would have to go in person and pay cash because I couldnt use a debit card. 
  when I made a payment, it was for all items I had in ****. They never informed that I was anything about what I owed or remaining balances. 
  These are deceptive business practices. When I paid to get my item back, there was no explanation of how they came to that price and further included tax charge. I didnt receive a detailed statement or explanation.The workers would just look at each other and seemed that they were being sneaky. I feel that they overcharged me so that their commission would be larger. These are deceptive business practices.

• Initial Complaint

  08/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I arrived at Cash America pawn at 6: 50. And after arriving at Cash America pawn I entered the facility and the employee ***** told me that they were closed which was not true. In fact I still had a couple of minutes to conduct my business I informed ***** that it was not 7:00 and he proceeded to say that he didn't have time to help me. There was still others inside the facility conducting business while ************* was not helping anyone. I felt that I was being signaled out because of my race /African American as to why he did not want to conduct business with me. He did not give me any explanation as to why they weren't going to allow me to get a loan on my merchandise.

  Business response

  08/28/2024

  Thank you for the opportunity to review this complaint.  The district manager has attempted to contact the customer on numerous times to discuss this matter.  

• Initial Complaint

  06/25/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Location: ********************* ***********,** 77546.Purchased Date: June 17th,2024 They sell non working items and they attempt to force you to buy the warranty. Do not purchase anything from these people. I am currently filing complaints, with the ****** of ********* credit commissioners,Corporate, and the BBB. They refuse to replace the item and/or refund. They also blocked me from ******** when I requested their Corporate and Store Manager. Screenshot coming soon. I purchased a GE Opal Ice Machine and I notified them that it didn't work with 24 hours they refused to replace the product. They also refused to provide the corporate and store manager.

  Business response

  07/31/2024

  Thank you for the opportunity to review this complaint.   All items sold in the store are sold "as is".  The customer has the option to purchase a Peace of Mind plan that provides the customer with the option to return an item.  As a courtesy, this item was returned on 7/13/2024.

  Customer response

  07/31/2024

  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

  06/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On may 31st 2024 I went to the store to pick up my **** items. Originally 3 items pawned aside with a battery charger and only 2 items and battery charger were returned. I was told someone would contact me on Monday June 3rd to get a response regarding my items I am now going on 8 days and no one has been able to assist me on this matter. Every time I call or go by the business I am told the manager ***** is currently not there. On June 5th I called and was finally able to get a hold of the manager and he had a replacement tool which was the same as my tool but all rusted. I do not believe replacing my tool with a rusted item is the proper thing to do when my item was originally in new conditions. I have made several attempts to resolve this situation with the manager ***** and the district manager ********* who doesn't answer or return my voice messages. At this point I would like my tool replaced with a new one as the one I pawned or my money to be refunded to what my tool cost. I do not believe that it is my faults as a customer if they miss placed, accidentally sold, or someone took my item and they are now trying to find excuses to returning my item. May you please assist me with this matter as it is now going on 10 days on Monday June 10th. Thank you.

  Business response

  06/11/2024

  Thank you for the opportunity to review this complaint.   The store has tried on numerous occasions to contact to the customer to resolve this matter.   We ask that the customer  contact the store at **************.

• Initial Complaint

  05/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My gun was in my family for years. as we all go through tough times it was pawned. They are trying to charge me $189 in interest and taxes. The original interest was $80. well since i dont have $189 they are taking advantage of it and are going to sell my gun. They refused to show me the breakdown of interest and taxes. the manager could have accepted the $80 but refused she wanted the gun to sell it for a very high price. I advised them over phone that i could not make to their store on Saturday 05/10/2024. they told me you will lose it. this is a crooked business that takes advantage of people going through hard times. i just want my gun back just want to pay the $80 interest and then in two week pay the full amount of loan. That is all i am asking.

  Business response

  05/21/2024

  Thank you for the opportunity to review the complaint.  The pawned item forfeited due to non-payment.   

*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. ↩