ComplaintsforCash Pawn

• Initial Complaint

  10/18/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I pawned 13 silver Morgan dollars on 9/15/21 for 120 dollars. I went In today to redeem the pawn. The guy said oh it looks like you sold them. I told him pawn. I lost 8 of my coins and had to buy back 5 at retail cost. He keyed in the ticket wrong. I want reimbursement or coins replaced.

  Business response

  10/26/2021

  The complainant, Mr. **** ****** came into our store on September 15th, 2021 at 3:30pm. He brought with him 13 silver dollar coins. With every customer that brings an item into our store the first question is "Are you looking to sell or pawn?" Now I just happened to be working that day and i was the one that helped this customer. I remember our interaction clearly. When i asked him if he wanted to pawn or sell he said he just wanted a loan and didn't want to get rid of his coins but he asked if there was a difference in price to sell versus pawning. I explained to him there is a difference in price. I informed him that he would get significantly more to sell the coins. He then asked me to give him both prices. I then spent quite a bit of time pricing our the coins based off their year and condition. Once i was done appraising the coins i informed him that i could offer him $110 to sell his coins because the condition of his coins were very rough. I explained to him that pawning the coins would only get him approximately $80. He then asked me what was the price on a particular coin and how we came to the price we were offering for that one individual coin. After a long conversation about the coins he asked if i could give him $120 and that he needed $120. So of course I assumed he mean raising our offer of $110 to $120 to sell the coins. I guess in retrospect he meant could i offer him $120 instead of $80 on pawn but he didn't clarify and neither did I. The assumption was his intent to sell for $120 instead of $110. When i wrote up the sell ticket it clearly stated on the ticket that by signing the document that he was committing to selling his coins for $120. At no point when he was reviewing the document did he point out that he wanted to pawn the coins and not sell them as the document clearly lays out. He signed the document and i gave him the agreed upon $120. Mr. ****** came back to our shop on October 16th, 2021 at 12:40pm and handed me his ID and stated that he would like to redeem his coins out of pawn. I didn't even need to look up his account. I remembered clearly that he had sold his coins. So after explaining to Mr ****** at length that he sold the coins and did not pawn them he kept insisting that he pawned the coins. I showed Mr. ****** the document showing him that he did indeed sell the coins and he admitted that he didn't look at the document before signing. I apologized for the confusion but he mistook my apology as confusion on our part instead of confusion on his part. It is the responsibility of ever person to make sure they read a document before they sign it and our documents are designed to be VERY transparent. It CLEARLY states on the top of the document "BUY"  and it also says "ITEMS PURCHASED FOR $120" and it says in another spot on the document "***ITEMS PURCHASED***". I have attached a copy of the original document that Mr. ****** signed as proof of his intent to sell his coins. Although it was Mr. ******'s fault that he didn't look before signing, in an attempt to make Mr. ****** feel better, we apologized repeatedly and we tracked down the remaining coins that we had not yet sold and offered Mr. ****** a VERY large discount. The 5 remaining coins were priced at $40 per coin and we sold them back to him for $28.03 a piece. We don't normally offer any discount on coins and jewelry but we felt bad for the confusion and wanted to try and make things right with Mr. ******.  He was still very upset and insulted me personally and repeatedly accused me of being malicious and intentionally wrote up his transaction as a buy instead of a pawn. Through all of the accusations I maintained professionalism and an apologetic tone the entire duration of the interaction. I did everything within my power to make things right with Mr. ******. It is my personal opinion that Mr. ****** knew he was selling his coins and thought that if he came back and threw a fit that we would cave and sell him his coins back at the price it would have been on a $120 pawn. I have been a pawn broker for 10 years and a manager for 8 years and in my time in this profession I have never accidentally wrote up a pawn as a buy or a buy as a pawn. I choose my words carefully and clearly explain to all customers what they are committing to when they pawn or sell us anything. If you have any further questions for me please feel free to call our store at 336-313-8902.

   

  Sincerely,

  Eric B********

  Manager

  Cash Pawn

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