ComplaintsforFirst Cash Pawn

Pawnbroker

HeadquartersMulti Location Business

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Initial Complaint
11/04/2024
Complaint Type:
Product Issues
Status:
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.
I placed a gas remote control car on ******* the contract stated i was given full opportunity to verify quality of product; this was not true because product did not have gas I could not start the car nor test to see if it is drivable. I came back to state that I received work notification to deploy out of state and would not be able to maintain layaway and would like full refund as I was never allowed to fully test vehicle. I was charged a restocking fee when the item never left the store.
Business response
10/23/2024
Enclosed is layaway contract with Cancelled layaway details. There is a 10% restocking fee on cancelled layaways which was explained to the customer at time of refund. There was no mention of any complaint at the time.
Customer response
10/23/2024

Complaint: 22391046

I am rejecting this response because:
Customer did not have opportunity to inspect item. There was no nitro fuel available for customer to run item and determine that it was in working order. Customer advise would return with fuel and full payment to take ownership. However, employer gave purchaser orders to new state to assist with emergency hurricane assistance. I came into store to advise employment changed work location and I had been unable to locate fuel to ensure product worked fully before paying off entire layaway.
Sincerely,

**** ******
Business response
11/04/2024
Thank you for the opportunity to review the complaint. The terms of the layaway are detailed on the layaway contract.
Customer response
11/04/2024
Complaint: 22391046

I am rejecting this response because:
This is the solution the business advised. I'm contesting the entire fee should have been returned
Regards,

**** ******
Initial Complaint
10/21/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I worked at Riverside **** for a few years before it was sold to First Cash. While working at *********, I got sick and was in the hospital so I had to **** some of my jewelry, I had just about gotten everything out, when I was told I no longer worked there one morning when I arrived. I was told I had been let go bc of a technical issue, I was later called to ask where my **** was(, it was there when I was let go) when I called to make payments on my **** and layaways I was informed my layaways had been pulled and sold, would not return my money and that I couldnt make a payment on my jewelry bc they never found it, it had disappeared into then air. I have contacted the ** multiple times.about my jewelry missing and every time after about 5 or 6 times of contacting her she finally will respond and every time she gives me a different answer. Im very upset about this. Not only has my jewelry gone missing, other people who have pawned jewelry there has also gone missing. We are lied to about where it has gone, the last I contacted her, I was told it defaulted. That is incorrect as I told her. I want my 300 worth of jewelry and Im not giving up. They lie on top of lie and forget the first lie they told. I filed for unemployment and they tried to say I wrote 40 some pawns to myself, that never happened bc I never pawned anything while working for first cash. I want my jewelry or the money for it.
Business response
10/29/2024
Thank you for the opportunity to review this complaint. The layaway and **** forfeited due to non-payment.
Customer response
10/30/2024
Complaint: 22446947

I am rejecting this response because:
When I called to make a payment, I was told first they couldnt find my **** therefor it had been written off. Then I called back and said I wanted my jewelry again they said it couldnt be found. After months of going back and forth I was then told it had been pulled. I said that was a lie, I was told by 3 employees that it had not been pulled, they couldnt find it and if I was told any different they had lied
Regards,

***** *******
Initial Complaint
10/17/2024
Complaint Type:
Billing Issues
Status:
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.
So today October 17, 2024 I reached out to First cash pawn. About an item on layaway that I have been making payments since April 2024 I was informed in July That my Payment was not due until October 2024 when I originally set up the layaway it was with national **** Not First cash when I called to try to make a payment they informed me that two days ago my layaway was forfeited after I had already spent hundreds of dollars without notice or any inquiry that a payment was due. They forfeited my layaway for a laptop then informed me that if I dont come up today after arguing with them by 6:30 pm Eastern standard time, I would have to read finance the laptop for the full price meaning all my money that I have already given them would just go to them when I signed my contract for this layaway item. I was informed that I would receive a phone call or enquiry on when payment was due or coming up , I was also informed that I could make a payment over the phone however when I spoke to the manager after her being snooty and rude over the phone I was able to talk her into it allowing me to come up there today and pay them what is owed on the laptop However, there is no guarantee that it will be honored Meeting the item is forfeited it is back on the shelf. They will not remove it from the public In order for me to try to buy the laptop.
Business response
10/17/2024
Thank you for the opportunity to review this complaint. The layaway forfeited due to insufficient payments; however, as a courtesy, the company has contacted the customer to visit the store today for an amicable resolution.
Initial Complaint
10/15/2024
Complaint Type:
Product Issues
Status:
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.
I was told that an **** I previously looked at was now working because I pointed out it appeared to be stolen from a medical company. To my knowledge, they reached out to the company from their ***************** location as I was told by ******* it is now working. I drove 3 hours from ***** to pick it up, excited it was now working. Not only was it not working when I was there, it was now missing the keyboard and mouse as well. The staff half was less than friendly about the situation, I remained calm and asked a few questions and no one wanted to help. I finally was given the number of the regional manager and he told me the computer would be ready Monday/ I'd receive a phone call. I didn't.I shop here an insane amount of times during the week at several of their stores, this store is so disorganized and not run well. The excuse is that they don't have a manager but the team shouldn't need one to communicate properly, especially when I'm looking to pay $800 and I'm not a customer who negotiates.
Business response
10/15/2024
Thank you for the opportunity to review this complaint. We believe that the customer may be contacting the wrong company as we do not have any information that he has made prior purchases at any of our stores.
Initial Complaint
09/24/2024
Complaint Type:
Product Issues
Status:
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.
An item was pawned on 01/16/24 at this location. It was being paid on until 7/10/24 when I lost my job. I have been in contact by phone and going to the store since that point. The item pawned was my girlfriends nursing pin from when she graduated from nursing school. I spoke with the staff on 9/20/24 and was informed the item was put in scrape which, according to staff, was going out at the end of the month. I informed the staff I would be in by 9/24/24 to make full payment. I phoned the store at 10:34 am on 9/23/24 to let them know i would be in to make a full payment to retrieve the item but was told it was already sent out.
Business response
10/04/2024
Thank you for the opportunity to review this complaint. The pawn forfeited due to non-payment.
Initial Complaint
09/09/2024
Complaint Type:
Product Issues
Status:
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.
I recently purchased two laptops from First Cash Pawn (Cash America) at the Mt. ***** Station in *******, **********, and both were sold in defective condition. As a certified technician, I found that both laptops had faulty heatsinks, damaged fans, poor battery life, and signs of tampering (e.g., missing screws, a loose back panel). One of the laptops overheated after a single gaming test, to the point where it was too hot to touch and almost caught fire.I purchased a return policy to protect myself in case of issues, but when I returned to the store to address these problems, they refused to honor it. Instead, they accused me of damaging the laptops, even though I had barely used them. The staff claimed that they didnt need to run a stress test on the laptops and refused to let me do one myself due to a lack of WiFi. Their only test was installing Windows, which is not sufficient to identify hardware problems.I also received poor customer service, with the staff questioning my credentials as a certified technician and refusing to provide any clear explanation for why the laptops were sold in such a condition. Despite their promise of a return policy, they refused to accept the laptops for return after I encountered issues.**Desired Resolution:**- I am seeking a full refund for both defective laptops.- I urge this business to properly test their electronics before selling and train their staff to provide better customer service and honor their return policies.I am filing this complaint to bring attention to these practices and to prevent future customers from experiencing similar issues.
Business response
09/10/2024
Thank you for the opportunity to review this complaint. The customer was given a refund prior to receiving the complaint and we consider this matter resolved.
Initial Complaint
08/13/2024
Complaint Type:
Customer Service Issues
Status:
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.
Dear Corporate Office,I am writing to formally lodge a complaint concerning the conduct and unprofessionalism of ****, the area manager overseeing the First Cash stores in ***********, ********. I was previously employed by First Cash until 2020, and during my time with the company, an unfortunate disagreement occurred between **** and me. This altercation, which I believe has been influenced by personal vendettas, resulted in **** unjustly banning me from all First Cash stores in the area.Despite my numerous attempts to resolve this issue through the appropriate channels over the past few years, I have yet to receive any meaningful assistance or resolution. It is clear that ****'s personal grievances are clouding his judgment and affecting his ability to fulfill his professional responsibilities. His refusal to address my concerns and his continued lack of response are both deeply troubling and inconsistent with the values and standards that First Cash prides itself on.Given the circumstances, I respectfully request that my case be escalated to a different area manager within the *********** region who can objectively and fairly address my concerns. The ongoing disregard for customer service and the unprofessional behavior displayed by **** is unacceptable and does not align with the principles that First Cash should uphold.I trust that this matter will be taken seriously and that steps will be taken to ensure that my concerns are addressed appropriately and expeditiously. I appreciate your attention to this issue and look forward to a prompt resolution.Thank you for your understanding and assistance.Sincerely,*****************************
Business response
08/13/2024
Thank you for the opportunity to review this complaint. The customer needs to contact the store manager to receive a full refund on a current layaway. The company will no longer conduct any new business with the customer.
Initial Complaint
08/09/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Date:8/9/24 FirstCash/Pawnopoly #**** My current layaway is due out on 8/12/24 however I'm want be able to pick it up on that date. So I was processing and picking up the layaway early on 8/9/24. So while completing the necessary paperwork not in the presence of any staff during this process to prevent any application mistakes based on the questions. I mistakenly mark an incorrect box on the government application which will cause the entire document to be kick out the system. This will also make me have to wait and redo the application on Monday, which I already indicated to the manager (*****/******/a gentleman and his name starts with an E) before this that I'm not able to come on 8/12/24, but I can come on 8/16/24. He indicated that due to the error made on the application the layaway would be placed back on the floor and then on Friday I can come in and if it's still there , I can place it back in layaway but not even at the rate I've already been paying toward except $100.00. Plus he indicated I would have to pay a restocking fee for the item as well. So I asked him, why would you leave me to fill this form out then if it was that easy to make a mistake that could cause this ripple effect on my layaway and my money.
Business response
08/15/2024
Thank you for the opportunity to review this complaint. The terms of the layaway are printed on the layaway contract.
Customer response
08/15/2024
Complaint: 22117932

I am rejecting this response because, obviously the complaint wasnt reviewed thoroughly. It mentioned the fault of the business for leaving the area during completion of the federal forms which caused an error to be made. This also caused a ripple effect into the actual layaway, which isnt covered within your policy. So your company needs to take accountability and honor the request that was outlined in the original complaint.

Regards,

*****************************
Business response
08/16/2024
The company abides by the federal law that the customer must fill out the 4473 and sign certifying the answers are true and correct.
Initial Complaint
08/06/2024
Complaint Type:
Product Issues
Status:
Unanswered
The business failed to respond to the dispute.
On Sunday 8/4/24 I went in the First Cash Pawn to sell some of my Jewelry that had bought over the years from First Cash Pawn. no long wear some of the rings, pieces of scrap jewelry like one earring, pendant's, and some other items. Sales *********** the first letter (L) she amazing, where had been, been a while Spent way to much money up in here, its called a **** shop come when need to buy or sell. I handed her my jewelry one piece at time she checked each item and cam back with a prices for each item. Handed her the ANCHOR PENDANT 10K MYG ANCHOR PEND she said it did not registered she would come back to it , went on to proceed with other pieces of my jewelry, at first was trying to low buy my jewelry and to tell her that all of this jewelry came from them and you can look it up and she did. just to see what i would get for it I paid $1200 for it a couple yrs ago want to give my $500 I bought all this Jewelry from here. then she checked increased $50. went back over to test the pendant again said it was fake. I said I bought from here back in 3/31/23 in layaway *** sold it to me along with other items. ***** she called him a couple time's he ignored her. I called him came over very dismissive saying loud I did not get that from here and it was fake. Tag the envelope and the receipt really WOW I I BOUGHT FROM HERE **** SOLD FAKE JEWELRY ANOTHER ONE IN CASE JUST LIKE IT ***** come on now really wow and he walked. I said this is not over He said it is. WOW. asked DM number he told me to go look it on the Web site been a customer ******************** well over 15 yrs. bought $$$$$ jewelry/other items **** Mac BK DT 1 Mac Bk, 4 iPad's, cameras, 4 apple watches, 2 apple EP, ***** spent well over $20,000 Layaway not incl $25,000 plus **** tickets. called Corporate 8/5/24 for DM called took information said the DM would call but was a LIE ***** called me said calling about my compliant I said asked for the DM or RM not you. SELLING FAKE JEWELRY
Initial Complaint
07/30/2024
Complaint Type:
Product Issues
Status:
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.
July 29th 2024, I purchased a microwave oven from National ****, *****************************************************************************, Tx at approximately 5 pm. I was told, it was relatively new, still in the original box. I was told that they had made sure that it worked. I took it home, wiped it down and plugged it in and it immediately began malfunctioning. I unplugged it and replugged it in, several times. Same result. I called the store and was told, all sales are final. I would either like them to exchange it or repair it.
Business response
07/30/2024
Thank you for the opportunity to respond to this complaint. The customer was offered a POM (Piece of Mind Plan) before the purchase and understood that all sales are final. As a one time exception, the store will honor a return.

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