ComplaintsforFirst Cash Pawn

• Initial Complaint

  09/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  More info

  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

  More info

  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

  More info

  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

  More info

  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.

• 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.

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