ComplaintsforFirst Cash Pawn

• Initial Complaint

  05/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went to H3232313533303834**36H shop, I bought a tv to put in the garage, 40", no physical damage on my when plugging it in, lines everywhere. The business is not very far away from us and the drive wasn&#**;t bump. I went to replace the tv but the business declined stating that I damaged the tv.

  Business response

  06/11/2024

  Thank you for the opportunity to review this complaint.   The company confirms that the television was working properly at the time of purchase.  

• Initial Complaint

  04/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  As a customer of Riverside ****, I embarked on a straightforward layaway plan for a *********************** *** KH-502 guitar on June 23, expecting a simple process. This rare item, crucial to me both personally and professionally, became the center of a distressing experience due to the shop's failure to honor our agreement. Despite making consistent payments within the agreed timeframe, upon nearing the final payment, I was informed by new management that there was no record of my layaway or payments, and the guitar had been sold.The new management's approach was deeply troubling, marked by a series of misleading explanations and a dismissive attitude. Initially, they denied the guitar's existence in their inventory. When I presented evidence to the contrary, they shifted to accusing me of failing to meet payment schedules, even citing nonexistent policies to justify their stance. Ultimately, they denied any record of me as a customer, all while displaying a concerning level of condescension.This situation led me to involve law enforcement to document the shop's failure to maintain proper records and their misleading conduct towards me. The seriousness of this issue has also prompted me to initiate a complaint with the **************************** of the ************************** Should this process not result in the recovery of the guitar or a comparable replacement, I am prepared to pursue legal action.The handling of my layaway agreement and the subsequent interactions with Riverside **** have not only resulted in the loss of a valuable and emotionally significant item but also exposed concerning business practices. This experience highlights the need for potential customers to approach dealings with Riverside **** with caution and to conduct due diligence. Their lack of accountability and the challenges in resolving this dispute reflect poorly on their customer service and business integrity.

  Business response

  04/22/2024

  Hello:
  The following ticket was created by the customer service team for your review. Please contact the customer for follow-up and any resolution. We would like an update within 24 to 48 hours.
  For any questions please reply to *******************************

  Customer response

  04/22/2024

  Complaint: 21425422
  
  I am rejecting this response because: I do not see any response by the business. Further clarification is needed.
  
  Regards,
  
  *****************************

  Business response

  04/22/2024

  Tell us why here...I believe ********************************* already replied to this complaint.
  
  This item was put on layaway prior to FC converting any information from Riverside's computer system to our computer system.  The item had been automatically forfeited in *********'s computer system PRIOR to our takeover.  I the customer has the original layaway contract and payment receipts stating that he made payments satisfying the contract, then they should be presented to BBB.
  Regards
  ****

  Customer response

  04/23/2024

  Complaint: 21425422
  
  I am rejecting this response because:
  
  As I continue to seek resolution to my ongoing dispute with Riverside ****, it is crucial to clarify and reassert the original terms of the layaway agreement and highlight the responsibilities of the business in maintaining accurate transaction records.
  
  Under the terms agreed with the previous management at Riverside ****, I was assured flexible payment options for the layaway of the *********************** *** KH-502 guitar, with the clear understanding that the total amount would be fully paid within one year. This flexibility was a critical factor in my decision to enter into the agreement, and at no point were any specific monthly installments mandated, as long as the full payment was completed within the agreed time frame.
  
  Given these terms, the burden of proof rests squarely with [Business Name] to demonstrate:
  1. **Documented Layaway Agreement:** Proof of the layaway agreement that acknowledges the terms agreed upon, including the flexibility of the payment schedule.
  2. **Comprehensive Payment Records:** A full record of all payments I have made under this agreement, specifying dates and amounts, to confirm my adherence to the agreed terms.
  3. **Evidence of Sale:** Detailed documentation regarding the sale of the guitar, especially the timing of this transaction, which allegedly occurred just days before I was scheduled to make the final payment. 
  
  The varying explanations provided by the new managementinitially denying the guitar's existence, then inaccurately accusing me of missed payments, and ultimately denying any record of my customer statusare not only misleading but also entirely unsupported by documentary evidence. This inconsistency is alarming and suggests either a significant breakdown in communication within their operations or a deliberate attempt to mislead.
  
  It is the responsibility of Riverside **** to maintain precise and comprehensive records that reflect all customer agreements and transactions. Their inability to produce such documentation calls into question their business integrity and their compliance with fair trade practices.
  
  I urge the BBB to assist in ensuring that Riverside **** provides the requested documentation. The absence of this evidence should reflect negatively on the business and favorably toward resolving this complaint in a manner that recognizes the breach of agreement on their part.
  
  Thank you for facilitating this process. I am committed to achieving a resolution that is just and reflects the original terms of our agreement.
  
  Sincerely,
  
  **************************; 
  

• Initial Complaint

  11/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Please take note of the following: I'm really trying to understand the practices of First Cash/ Cash America. Unfortunately, I have been shopping at **** shops since **** and First Cash since ****. Now, you would think from $10,000 worth of pawns I would receive better treatment. They have written negative statements, stolen my jewelry, and they are part of some illegal human experimentation (with my personal parts involved). The **** shop has dropped my pawns on 3 separate locations and did not call or apologize for their error. In **** they supposedly added new software. No, they just merged their company with another **** shop because they were broke. In 2010, they installed a payday system to assist with their short comings. In, 2012-2018 they added another system to help them with their short comings. 2020 they added an audio system to their locations where everyone can hear police, radio stations, and other countries. This is the latest example. A ring that I purchased in 2018 and paid $2000 for in layaway. That ring was put in **** were they made $2000 in interest. That same ring was located at their Forest location. Again, paid ****. The ring was pawn'd for $1000 and lost. That same ring showed up at the Beltline location. I paid $520.00. I made a down payment of $43 and 4 $78.00 payments. I had the money to get it out and it was a Cracker Box ring. I realized it wasnt my ring and asked for my refund as the paper states. The manager on duty was not allowed. I paid 3 payments of $45.00 and lwy fee of $40. I was not allowed to receive a dime. My pawns are dropped weekly because they do not have enough money to update their system properly with the untrue statements. They drop it, no call apology??? Why do I still shop here? They owe me and I wont to see someone shut them down for unfair practice. Overcharge on tax's, interest, and Layaways. I'm a minority so buy backs and cash backs are not allowed to me. Look at the The Help

  Business response

  11/08/2023

  This customer has 106 active loans at the moment across a variety of our stores.
  
  She has entered into 429 layaway contracts thus far and failed to redeem half of them

  we will be closing the following complaint on our end .

   

• Initial Complaint

  09/07/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I have paid on several items with First Cash Direct for months and months. Over a year. The items in question are saxophones and other musical instruments. I pawned my expensive Selmer MK7 Alto saxophone for $200 in 2022 (item number 2169-81052-01) in 2022 and was lead to believe that I was still paying for the instrument into 2023. This saxophone is worth $7,000. On Tuesday, September 5, 2023, I went into the Cash America shop located at *******************************, in ****** and was told that the item was lost back in 2022. What on earth have I been paying for? I was never told that the item was lost or in default. I want $7,000 to repay for the lost instrument or I will take this company to court.

• Initial Complaint

  08/29/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I went in on Saturday August 26th to pay my layaway and was told my payment was $817 dollars, when it was not, I left because I was told that was the amount I had to pay and I knew it was wrong. I received a voicemail confirming that I was given the wrong amount, so I called back to either pay on the phone or go by and pay the young lady told me my amount I needed to pay was $368, I said ok I can pay on phone or go in Thursday, she said she needed to check with her manager, he did not give his name but tried to tell me that my payment was in deed $817 for 6 months which I told him there was no way, that adds up to almost ****, I asked him to add up all my layaways and when he did it was roughly ****, so I asked how can it be 817. Then he had the audacity to raise his voice and lecture me that I should not have left in the first place. I have tried to pay my bill twice and each time they have told me different amounts, as a matter a fact two different people two different amounts. Rude unprofessional and most of all does not know how to conduct simple business, oh you have a bill and you want to pay, great instead all this. Now I will loose all my items I have made payment on. Since they have done this I want either to be able to make payment on my item or to have every single cent refunded either is fine with me.

• Initial Complaint

  06/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I pawned my firearm almost a month ago. I went in and there was no one available that could handle firearm transfers according to staff. I then went back 2 days later, I was told that ****** was on vacation and that the one other person that was placed there was given an off day because they had worked over a week straight which dont have a darn thing to do with med. So go to get it today AFTER THE STUPID MFS CALLED ME AND TOLD ME I COULD COME now they say they cant give it to me. He kept saying that the paperwork says one thing but the computer says something else. I asked for him to explain why did he tell me to come and drive 32 miles from my **** job if I couldnt pick it up. I called customer service and just like last month they lied and said that someone would call me back in ***** hours and I already know that they are not going to call me back and now I have had my firearm illegally confiscated.

  Business response

  06/01/2023

  Thank you for the opportunity to address this complaint.  The customer has been contacted and her concerns have been addressed.

  Customer response

  06/01/2023

  Complaint: 20131816
  
  I am rejecting this response because:
  I have yet to receive my firearm back. Until I do, it's considered unresolved.
  Regards,
  
  ***********************************

  Business response

  06/02/2023

  The customer redeemed her firearm today with no issues.   

• Initial Complaint

  01/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I like most people was suffering hardship. So I had to **** my mothers ring who is deceased and my play station just to make ends meet one month. I have been an on time paying customer with ********************. When I went to make my last payment I asked the ********************* at the Store off of *********************** to write down when would be the very last day that I could come in to make my payment for BOTH items. ******* at the ******************************************* Location in ****** ***** told me 1/18/2023. On the 18th I called the store to inquire about how much it would cost if I wanted to extend my **** for two weeks and he told me that I was only showing one item which was the play station. When I inquired about where was my mothers ring he stated that my grace ****** date ended on the 17th and not the 18th. I explained to him that the guy who took my payment when I came in before told me that I would need to make it by the 18th. I have never missed a payment and I would have never missed a payment especially since the ring is the ONLY thing that I have that my mother left me before she died. The ring holds sooooo much sentimental value. When I spoke to ******* he and some rude a** dude the store manager did not care!!! They told me the only way I could get the ring back and start paying for it was if I paid 496 and some change and pay for it again. I said that is not fair because ******* is the one who gave me the wrong date and it wasn't my fault. I asked them to make it right and they refused. This location has by far the WORST customer service that I have EVERRRRRRR encountered in my entire life. I filed a complaint with their customer service number. Due to the seriousness of my claim it was escalated to the Regional District Manager for the Company however he or she NEVER reached out to me.

  Business response

  01/23/2023

  Thank you for the opportunity to review this complaint.  The customer's **** forfeited due to non-payment per the **** contract executed on 8/2/2022.   

  Customer response

  01/24/2023

  Complaint: 18870954
  
  I am rejecting this response because: When I went to the store to make the previous payment ******* is who checked me out. I asked him what would be the last day that I could make my payment and HE told me that I had to come in on or before the 18th. He even wrote the date down on my receipt. Because the agent gave me INCORRECT information it caused me to forfeit. If I would have known that the actual last day to make the payment was on the 17th then I would have come in on the 17th instead of the 18th. The ring is the ONLY thing that I have left of my mother who is now deceased!!! I have NEVER missed a payment as long as I have been a customer of ********************. When I went into the store to talk to ******* and to show him my receipt where  HE wrote the WRONG date he apologized and he acknowledged that he did indeed gave me incorrect information. He stated that if someone from his corporate office calls and ask him what happened he said he would do everything in his power to make it right because he couldn't imagine losing his parent and the only item that they had from them. I filed a complaint with First Cash and ************************* or ************************* was supposed to call me but they never did
  
  Regards,
  
  *************************

  Business response

  01/25/2023

  The store is holding the merchandise for the customer until the end of business at 7:00 p.m. on Wednesday, February 1, 2023. The customer will need to contact the store's assistant manager for the amount due.  

  Customer response

  01/25/2023

  Complaint: 18870954
  
  I am rejecting this response because: the store wants me to pay 496 dollars to get my ring back for a mistake that their employee ******* made by giving me the wrong default date. I am not paying 496 for a mistake that was not my fault. The store needs to make it right by placing my item back into **** with no interest fee payment being required. Their employee ******* was negligent when he told me inaccurate information that would have a reverse action to occur.
  
  Regards,
  
  *************************

• Initial Complaint

  01/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went to this location in *********, ** to turn in some gold. They told me it the value was one thing, but they gave me a lower amount of cash, like by 50%. It&#**;s very fine print, I had to use a magnifying glass to see it. They told me the gold was worth $70; they didn&#**;t show me the gram price total was worth $220.

  Business response

  01/25/2023

  Thank you for the opportunity to review this complaint.   The customer sold the items in question to the store for an amount agreed upon.   

• Initial Complaint

  10/28/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I bought a ** 6 months ago and their policy is that they will lend you half of what you paid for it. They refused to take the ** cause it did not have a stand even though they sold it to me without a stand. I was not even asking for half of what I paid for it. I was asking for 1/4 of what I paid. They should honor their policy if it is displayed all over the store. I feel they are falsely advertising their policy if they don't honor it.

  Business response

  11/09/2022

  The company policy is expressly written on the sales receipt provided to the customer at the time of purchase.   The customer purchased a television on 4/9/2022 "all merchandise is sold "as is", and the customer has had opportunity to inspect item(s) before purchase.  SELLER EXPRESSLY DISCLAIMS ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE, EXCEPT AS REQUIRED BY LAW.   

• Initial Complaint

  10/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had placed a gun in layaway, payments had to be made every month. I called to make a payment they wouldn't take my payment over the phone. I was working out of town and they wouldn't tell me when the payment was due. They would just hang up on me. ***** is the name of the employee. ***** told me she couldn't/wouldn't give store credit stating I had no credit, after inquiring further she said I had $12 dollars of credit after I had paid over $100!! I would like my money back! Why would she say I had no credit then all of a sudden I have only $12 dollars that she didn't give me by the way.

*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. ↩