Complaints

This profile includes complaints for First Cash Pawn's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  First Cash Pawn

  1600 W 7th St Fort Worth, TX 76102-2504

• 

  First Cash Pawn

  4336 Ayers St. Corpus Christi, TX 78415

• 

  First Cash Pawn

  2021 E. Main Alice, TX 78332

• 

  First Cash Pawn

  214 N. 14th Kingsville, TX 78363

• 

  First Cash Pawn

  1735 W. 7th Street Corsicana, TX 75110

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/08/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I gave my guitar, a ****** D-18 vintage 1972, to First Cash Pawn on (date approximate) April 12, 2024. First Cash Pawn loaned me $500.00, based on its possession of the guitar until I was able to redeem it and return it to my possession. I agreed to pay them $60,00 each month until I was able to repay the loan. The most recent due date was April 11, 2024. I had spoken a week or so earlier with a member of the **** shop's staff and he assured me that there was a generous ***** period and that in no way would the store sell or otherwise dispose of the guitar without without giving me ample time to pay what I owed.I was on my way to the **** shop to make my monthly payment on or about April 11, 2024 and my daughter called ahead to make sure they would be open when we arrived. Much to our alarm and anger the young woman who took the call told us the **** shop had sold the guitar the day prior. The employee told my daughter that the **** shop had called me several times the previous day. I never received a call from First Cash Pawn. I checked the call log on my cell phone and there were no calls nor were there any text messages from the **** shop recorded. I believe that, at least, this business has violated any standard of business ethics. More probably, they have violated the Maryland Secondhand Precious Metal Object Dealers and Pawnbrokers Act, which regulates **** shops such as this one. I want the **** shop to return my guitar to me or else make a payment to me which would include the value of the guitar (circa $5000 based on current market prices) and damages and compensation for the time I have spent dealing with them.

  Business Response

  Date: 04/15/2025

  Thank you for the opportunity to review this complaint.  The item forfeited due to non-payment per the Buy/Sale Agreement.  This matter was addressed with the customer on a regulatory complaint that was closed by the ********************************* 

• Initial Complaint

  Date:03/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11/25/2024 i procured a loan from all that glitters jewlery and ****, using my ****** T14 laptop as collateral. On Feb 24 2025 I proceeded to pay to get it back, received no receipt, and they took my only paperwork and did not give it back. Upon powering up my laptop it struggled to start and it took me half an hour to get it to function enough to log into an account, upon which I discovered they had deleted MY account. Moving on, I then came to discover my battery was ruined and I suspect that my laptop had been cooked inside of the saran wrap film they wrapped it in, due to the failure of the staff to shut it down prior to wrapping it, as the battery had been fully charged and will sit like that for many months if it completly shut off. Also when reviewing the system logs where the records of the laptop being shutdown, going into sleep mode and booting up were kept, the last entries were of the computer going into sleep mode followed by waking up, with the next entry being after I got it back from the **** shop. Upon receiving it the battery was completly depleted indicating it had either been used extensively before being put away or it had been put away running or in sleep mode either of which would cause extensive damage to any delicate technology. Before I had discovered the extent of all the damage I called to try and resolve why they deleted my account and everything with it, and all they had to say was that they did it in front of me. They refuse to acknowledge that the deletion was done without my approval and also indicated that it was packaged up in front of me, which they did not. The employee said he was gonna saran wrap it and it would be kept safe. He then proceeded to close the laptop, and finish the loan. I guarantee that if I were to try to get a loan on my laptop in the condition I received it in I would be refused a loan. It barely runs and no longer is able to keep a connection with anything on a cord and the battery is ruined.

  Business Response

  Date: 04/07/2025

  Thank you for the opportunity to review this complaint.  The company has attempted to reach the customer but the customer will not respond.  We consider this matter resolved.

• Initial Complaint

  Date:03/03/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To Whom It May Concern,I am writing to formally express my dissatisfaction with the experience I recently had at National **** on Fleetwood Drive. Despite making monthly payments on all of my items, I lost two due to a lack of communication from the staff. The associate behind the counter did not inform me that a payment was due, resulting in the forfeiture of one of my items.While I appreciate the professionalism and communication from the manager when addressing the situation, I believe the issue stems from inadequate training of the staff. Losing an item due to an associates failure to relay critical payment information is unacceptable, and I feel that there should be some form of compensation for this mistake.I have been a consistent customer, but after this experience, I am eager to pay off my remaining pawned items and remove them from the shop. Moving forward, I will ensure that I never need to use this service again.I wanted to bring this issue to the Better Business Bureau (BBB)s attention as I believe customers should be informed of the potential risks when dealing with this business. I hope that this matter is reviewed and that the company takes steps to improve staff training and communication to prevent future occurrences for other ****************** Name: National **** Location: ***************

  Business Response

  Date: 04/01/2025

  Thank you for the opportunity to review this complaint.  The company is not required by law to notify customers when payments are due.  The terms are clearly noted in the **** ticket.

  Customer Answer

  Date: 04/03/2025

  Complaint: 23006946
  
  I am rejecting this response because:
  
  Regards,
  
  *. *******

• Initial Complaint

  Date:02/26/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought what I thought was a 10k gold rope chain in July of23 about a year later I went to go **** it and to my surprise I was told it was fake I informed them that that couldnt be true because I purchased it from you guys they tried telling me it wasnt the same chain but I never took the chain off since the day I got it and the person who checked in the chain no longer works there I called the complaint line and the area supervisor tried to only give me back half the money I paid after going back and forth about the incident I refused and requested that they give me a real chain for equal value he refused .. I been a regular customer for years and never had an issue with anything and the employee who sold me the chain and others believed and understood my issue but the manager was very dismissive of situation and gave me the wrong number to the complaint line when I called the number he gave me it was to a rehab I believe it was a sick joke and dont find it funny at all

  Business Response

  Date: 04/14/2025

  Thank you for the opportunity to review this complaint.  The necklace that was brought in did not match the original necklace that was purchased.

• Initial Complaint

  Date:01/23/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My son pawned my PlayStation 4 without my permission in 2023. I began to make the payments to buy it back on layaway and when I was 1 day late in 2024 they informed me that they sold it.

  Business Response

  Date: 01/23/2025

  Thank you for the opportunity to review this complaint.  The layaway forfeited due to non-payment.  

  Customer Answer

  Date: 01/23/2025

  Complaint: 22844625
  
  I am rejecting this response because: I signed my name on a contract  with my son's name as the buyer which made it null and void.
  
  Regards,
  
  Shay House

• Initial Complaint

  Date:01/10/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I pawned some items and made payments on it and the store put my items on display when I am not behind on my payments and they are unwilling to take my items off display unless I give them $300. I had 5 months to get my items out and I wasn&#**;t behind on any payments and they are blaming it on a computer issue but that is not my fault. I would like my items taken off display and for the money I have already paid to be taken into account.

  Business Response

  Date: 01/23/2025

  Thank you for the opportunity to review this complaint.  The customer is referring to a layaway contract that forfeited due to non-payment. It was not a ****.

• Initial Complaint

  Date:12/09/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Had my PlayStation 4 and ** on **** with them. I was late for one renewal but had called and spoke to an employee who said it was fine and to make it in and pay the renewal by Wednesday (3 days later). He assured me they still had all my property and everything was fine. When I went to pay off my **** and receive my property they had sold my ** and accessories. They then gave me the ** set up that they had for sale on the shelf in which I reluctantly accepted as it was not as in good of condition as mine was. **** the store manager that I dealt with told me it was the **2 (the newer model) and was better than what I had pawned. After looking up specs for the **2 I find it is not compatible with PS4 so I called back then **** said "it's not the **2, it's just the newer version of the **" which is literally the exact same as what I had pawned. A while after I hook up the ** and it does not work so I ordered a new USB hub giving the benefit of the doubt that maybe it my equipment. I finally get the new USB hub and the ** still does not work so I called them today (12/3/24) and he told me he is not going to do anything about it so I am now stuck with a non functioning ** set up. They messed up and sold my property so I feel it is their responsibility to remedy the situation and replace this non functional ** with a working one.

  Business Response

  Date: 12/06/2024

  ********* dba All That Glitters Jewelry & Loans sold the business to SMART Financial in January 2023.  In August 2023, Firstcash, Inc. acquired SMART Financial.

  The contact information for Firstcash is:
  ******************
  **********, *******; 76102
  **************
  

  Please forward this complaint to Firstcash. 
  

• Initial Complaint

  Date:11/15/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I pawned my computer a while ago. So I went there to see if my laptop was still there. So the *** said to give him a second to give me a buy out. He told me it would be $66 and some change. I pulled out my card and he said they only do cash, I went to get cash, handed him $80 and he gave me change. As he was typing everything in, he accidently hit put back in ****. Then he said it would be $80 to get the computer back and then went to talk to the manager. Then they said I needed $80 more to get the computer out. I told him he told me it would be $66. The manager came from the back and told me to the same thing again and looked very mean at me like he was going to hit me. Then I said just give me back my money. The manager chuckled and gave me back my money. I came up with the money, was respectful and polite until the manager threatened me. I would like my computer returned back to me.

  Business Response

  Date: 11/15/2024

  Thank you for the opportunity to review this complaint.  The customer's **** forfeited due to nonpayment.

  Customer Answer

  Date: 11/16/2024

  Complaint: 22532101
  
  I am rejecting this response because: The transaction for the buyback of my laptop was already completed. The agreed upon amount of $66.72 was paid and i received my change. During the process of removing my laptop from the system, the employee informed me that they accidentally marked the transaction as a re-pawn instead of a buyback.

  Following this mistake, the employee consulted with the manager, who came out to address the situation. The manager stated that the buyback would be honored "this one time" but I would not be allowed to **** items at this store in the future. I agreed to those terms.

  The manager then asked if I had the original ticket. I explained that I did not have it with me but could retrieve it. At this point, the manager abruptly stated that they would no longer honor the transaction. This decision contradicted both the employee's confirmation and the fact that the buyback confirmation was already completed, including me receiving the correct change. 

  When I reiterated that the transaction had already been finalized and the amount paid, the manager responded aggressively, stating, "I dare you to say that again". This response was unprofessional and threatening, as it appeared the manager was attempting to intimidate me. When I asked for clarification on what I allegedly said to cause offense, the manager failed to provide an explanation and instead offered me two options: accept a refund or leave without the laptop.

  This situation has caused significant distress and inconvenience. The laptop is essential for my studies in criminal justice, and I cannot afford to lose it due to errors and inconsistent decisions made by your staff. 

  Given that the buyback transactions was fully processed and paid for, I am requesting the immediate return of my laptop. I trust that this matter will be resolved fairly and promptly. 
  
  Regards,
  
  ****** *********

• Initial Complaint

  Date:11/04/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 11/04/2024

  Thank you for the opportunity to review the complaint.  The terms of the layaway are detailed on the layaway contract.

  Customer Answer

  Date: 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

  Date:10/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 10/29/2024

  Thank you for the opportunity to review this complaint.  The layaway and **** forfeited due to non-payment.  

  Customer Answer

  Date: 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,
  
  ***** *******