Capital City Loan & Jewelry - all locations

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

I am rejecting this response because: I have dealt with this Pawn Shop for many years paying interest to the go there and see the employee wearing my jewelry. Here is a copy if my ticket, they put it in there computer and I pay the interest. Thank you [redacted]

Capital City Loan & Jewelry opened in 1992 with a philosophy of being the friendliest pawnshop operation in town. We offer financial assistance at 9 locations throughout the Sacramento area, in addition to West Sacramento and Roseville. We pride ourselves in providing excellent customer...

service. We understand that everyone has different needs, and our goal is to provide a high level of service depending on the customer’s needs. We believe that we provide an invaluable service to people in need of short term loans. We also offer customers the opportunity to purchase new and used merchandise at a great deal.  Our stores provide a clean, bright environment with friendly loan associates who are there to help. We have state of the art surveillance and security systems, so we and our customers can rest assured that their items are well protected while in our safe-keeping. We take pride in the type of care we take in storing our customers property.  It is also always a possibility that an item may come in that has parts that may be going and may not be caught in our initial testing process for the item.  As it seems may be the case with the item in question.  We also take pride in our commitment to providing excellent and heroic customer service and have a  desire to make our best attempt to correct any customer concern within reason.  After communicating with the [redacted] at the location in question, it was determined that a phone call was received by the customer as stated and that the customer was encouraged to come in so an attempt could be made to correct the situation.  It was also determined that neither the [redacted] or the [redacted] ever had face to face contact with the customer after the phone call was made and decided that maybe the customer had figured out the issue on her own.We would like to encourage the customer to contact the [redacted], to further discuss helping in resolving the issue and scheduling a time for her to come in and speak with him in person.

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
[redacted] contacted me and made the entire situation Right, he went above and beyond to make the situation right, he acknowledged that mistakes were made and got me a working Nail Gun and returned the broken one which is all I wanted. Thanks again for making the situation right and getting me a working nail gun and returning the broken one.

Capital City Loan & Jewelry opened in 1992 with a philosophy of being the friendliest pawnshop operation in town. We offer financial assistance at 9 locations throughout the Sacramento area, in addition to [redacted] and [redacted], including our [redacted]. We pride ourselves in providing excellent customer service. We understand that everyone has different needs, and our goal is to provide a high level of service depending on the customer’s needs. We believe that we provide an invaluable service to people in need of short term loans. We also offer customers the opportunity to purchase new and used merchandise at a great deal.  Our stores provide a clean, bright environment with friendly loan associates who are there to help. We have state of the art surveillance and security systems, so we and our customers can rest assured that their items are well protected while in our safe-keeping.
Our loan process is much the same as any other lending institution, with the primary difference being the use of collateral instead of credit. With Capital City Loan & Jewelry we hold and store your personal collateral item until the loan is repaid. Pawn loans are written for four months (120 days). At the end of the loan period, the customer is required to repay the loan in full plus the small amount of interest due, then the collateral is returned. If the customer cannot pay the loan in full, the option of paying only the interest due and rewriting the loan for another four months (120 days) is available. If the customer does not repay the loan in full plus the interest due or rewrite the loan by the due date (plus a 10 day grace period), the collateral is forfeited to the pawn broker. All interest rates and terms of a loan are governed by the State of California and cannot be changed or modified by the pawn broker.
Thanks to the contract image provided by the customer I have been able to do further research and found more information on the item in question.  We at Western Loan & Jewelry take our customers personal loan and contract information very seriously and keep it confidential and are limited as to the information we can provide.  We can say that the contract provided by Mr. [redacted] is an old contract as it would not have been valid at the time of this complaint and our records show it as redeemed and updated with a new contract.  We can also say assuredly that there is no possible way that any item that is being claimed to “be worn” by our staff members would be owned by Mr. [redacted], as all items under contract are stored in our safe and are not touched until the customer retrieves them or fails to pay for them and we take legal possession of the item.  And finally we can say most assuredly that Mr. [redacted] came in around the date he has made his claim, paid for and received all items on contract, and left wearing all of the contracted items including the item listed on his copy of the contract provided.  All of this has been confirmed by interviewing involved staff members as well as verifying surveillance footage on this particular matter.
In the event Mr. [redacted] has lost the item elsewhere, we at Western Loan & Jewelry would love to assist in helping him locate and purchase a new one at any of our 9 locations and offer a 20% discount off the purchase price.

At Capital City Loan and Jewelry, our #1 priority is offering excellent customer service to every customer that we come in contact with.  We also strive to offer excellent deals on used merchandise and attempt to offer a fair return policy on every electronic and tool item that we sell. ...

Unfortunately we do have a very strict policy that does not allow us to offer cash refunds on a credit card purchase, including Visa gift credit cards, however we also understand how this policy and the situation put our customer in a tough situation.  As with any complaint we receive, we definitely would like the opportunity to fix the problem.  As of 11/17/14, we are happy to report that we have contacted this customer and have been able to work together with him to resolve the situation in the form of an exchange for a similar product of equal value.  We will continue to remain in contact with this customer to make sure that the item issued as the exchange is functioning properly and achieving the desired results.  We would like to thank both our customer and the Revdex.com by giving us the opportunity to fix the problem with this customer and look forward to continuing assisting him with his needs in the future.

I was sold a labtop computer 4 months ago and was offered $65 for a [redacted] or $70, even though I thought the computer was a 2014 and could of sworn that is what the sales man told me infact, the supervisor who was talking to me when I purchase the labtop I paid almost $300 because that was what I was looking for an up to date labtop. I should of brought it back when I figured that the K button kept getting stuck or the power cord had black tape on it didn't notice but I thought I had a up to date labtop for a good deal, until I went to my normal [redacted] shop who informed me the labtop was old and out dated and they can't take it. I was broken hearted. They said that I lied and no one said that. They said they were offering me a great offer based on the worth of the computer, even though they saw I paid almost $300. Then they got mad and said never mind take your labtop back. I left the labtop and told them I don't want it you can keep it. I left in tears and they didn't even care. I really feel token advantage of because I wasn't knowledgeable about computers. The supervisor even said I didn't know what year it is I don't have time to look that up. Wow so you purchase merchandise with a blind eye.

Review: 10 vast number of pieces of jewelry were given to Capital City Loan Jewelry to obtain a cash loan. All the pieces were accounted for except a gold necklace and garnet pendant (one item) and a gold and silver pair of earrings (hoops) that read Israel across the curved clasp bar fittings. In my possession one 2 pairs silver earrings, 2 silver bracelets, 1 14kt gold band, 1 14kt blue topaz ring, 1 14kt tanzanite and diamond ring, 1 garnet ring, 1 pair garnet earrings. The afore mentioned items are missing necklace + garnet pendent + silver and gold earringsDesired Settlement: Assemble records determine if gold and silver earrings were given to them for loan or sale and obtain records of granite pendent.

Review: I put my mother's black diamonds in the pawnshop (western loan & jewelry) on April 16,2015 [redacted] due date August 16, 2015. My mother was hospitalized and we forgot they were in there, and went to pick them up on March 16,2016. The clerk took the receipt and went to look for the earrings and could not find them and came back and looked at the receipt date and said they were not there they had been melted. I said what, why, when I never received a notice to pick them up and you just melted them without sending a notice. The clerk was not able to provide me with substantial information as to what transpired, so the manager came to the counter looked at the receipt and said what the other clerk relayed they had been melted. He said a letter was sent out August 16,2015 and was returned September 9, 2015 and they were melted September 2015, he could not provide the actual date. The letter was returned because it was sent to an invalid address of: [redacted] which is on my ID, I never received a letter at my current address: [redacted] from Capital City Loan & Jewelry (Western) regarding my mother's earrings.Desired Settlement: They are responsible for my mother's black diamond earrings to be replaced (purchased at [redacted]s $50.00), or send a check to me for her to purchase another pair of .25 black diamonds from [redacted]s.

They are totally responsible for my mother's jewelry loss, they sent out a letter to a non valid address and ther letter was returned and they took no further action but to melt them....????

Business

Response:

Review: I had jewelry; A mangold 24k chain. A gold loop chain bracelet 24k. A gold double chain necklace. 2 gold rings. I have been paying interest for a year I never missed any payments when I went to get my Jewelry home they gave me all except the 5 items above, I asked where were they and they couldn’t find my jewelry and @ that moment I spotted one of the employees wearing my bracelet. I told him it was mine and he disappeared now he’s transferred to a different store. They told me they couldn’t help me and I had to take the loss. They used vulgar language and asked me to leave that’s why I’m writing this letter.Desired Settlement: My resolution since they cannot find my jewelry I would like the value of my jewelry which is: $8000 my interest payments were $108 $1190 a mth.

Business

Response:

I have reviewed the information on this complaint and have found that the customer in question does not have a customer account in our system. At this point in time I do not believe that this particular transaction took place at any of our locations. Capital City Loan & Jewelry has 9 locations around the Sacramento area and are often confused with other local Pawn shops.

Please let me know if I can be a further assistance to you.

Consumer

Response:

I am rejecting this response because: I have dealt with this Pawn Shop for many years paying interest to the go there and see the employee wearing my jewelry. Here is a copy if my ticket, they put it in there computer and I pay the interest. Thank you [redacted]

Business

Response:

Capital City Loan & Jewelry opened in 1992 with a philosophy of being the friendliest pawnshop operation in town. We offer financial assistance at 9 locations throughout the Sacramento area, in addition to [redacted] and [redacted], including our [redacted]. We pride ourselves in providing excellent customer service. We understand that everyone has different needs, and our goal is to provide a high level of service depending on the customer’s needs. We believe that we provide an invaluable service to people in need of short term loans. We also offer customers the opportunity to purchase new and used merchandise at a great deal. Our stores provide a clean, bright environment with friendly loan associates who are there to help. We have state of the art surveillance and security systems, so we and our customers can rest assured that their items are well protected while in our safe-keeping.

Our loan process is much the same as any other lending institution, with the primary difference being the use of collateral instead of credit. With Capital City Loan & Jewelry we hold and store your personal collateral item until the loan is repaid. Pawn loans are written for four months (120 days). At the end of the loan period, the customer is required to repay the loan in full plus the small amount of interest due, then the collateral is returned. If the customer cannot pay the loan in full, the option of paying only the interest due and rewriting the loan for another four months (120 days) is available. If the customer does not repay the loan in full plus the interest due or rewrite the loan by the due date (plus a 10 day grace period), the collateral is forfeited to the pawn broker. All interest rates and terms of a loan are governed by the State of California and cannot be changed or modified by the pawn broker.

Thanks to the contract image provided by the customer I have been able to do further research and found more information on the item in question. We at Western Loan & Jewelry take our customers personal loan and contract information very seriously and keep it confidential and are limited as to the information we can provide. We can say that the contract provided by Mr. [redacted] is an old contract as it would not have been valid at the time of this complaint and our records show it as redeemed and updated with a new contract. We can also say assuredly that there is no possible way that any item that is being claimed to “be worn” by our staff members would be owned by Mr. [redacted], as all items under contract are stored in our safe and are not touched until the customer retrieves them or fails to pay for them and we take legal possession of the item. And finally we can say most assuredly that Mr. [redacted] came in around the date he has made his claim, paid for and received all items on contract, and left wearing all of the contracted items including the item listed on his copy of the contract provided. All of this has been confirmed by interviewing involved staff members as well as verifying surveillance footage on this particular matter.

In the event Mr. [redacted] has lost the item elsewhere, we at Western Loan & Jewelry would love to assist in helping him locate and purchase a new one at any of our 9 locations and offer a 20% discount off the purchase price.

Review: Hello my name is [redacted]. I took my ipod to capital city loan on folsom blvd. it worked when I took it in to get a loan.You can not take anything in to loan unless it works right? They check them and charge items that isn't charged right? So how is it that when I picked it up it want work now. it was at there store for five months .the mananger [redacted] wasn't trying to hear what my complait was about. he stated to me to get the hell out his store. didn't want to give me his name. This man was so rude. I'm a loyal customer for the last three years. and was still very disrespected. All I wanted was to let the man no I bought it from you guys. and It worked when I Brought it in, so why isn't it working now.Desired Settlement: replace my ipod with same value

Review: I pawned my laptop at this business and they wiped out all my personal stuff on my computer before the pawn was up. They apologized and that was all. Also my son recently bought two ipod touches for his sons from this business. They were advertised as ipod touch third generations for 75.00 each. Came home found out they are only second generations and were obsolete. Called this store and complained again and manager said sorry its been over 30 days. I would like this investigated so nobody else has this happen to them.Desired Settlement: I would like to exchange the second generation ipods for third generations. They still have the store stickers on them that say third when they are clearly not.

Business

Response:

Thank you for informing us about this complaint from one of our valued customers. We at Capital City Loan & Jewelry are always striving to provide excellent customer service to every customer that we come in contact with. We recognize that this transaction may not have been properly handled and are currently working with this customer to resolve this issue.

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me. The manager [redacted] was very nice and was more than happy to exchange the item. He even offered items that were of more value. Im going back for sure!

Review: I purchased a sword being sold and advertised as an authentic Paul Chen Katana. After doing some research the sword is not a Paul Chen at all. This sword is a cheap ebay display only sword. I called and talked to the manager and he told me "well it was sold to us as a Paul Chen sword, so there's nothing we can do for you"

Product_Or_Service: Katana Sword

Order_Number: n/a

Account_Number: XXXXX

Desired Settlement: DesiredSettlementID: Refund

I was sold a sword being advertised as an Authentic Paul Chen Katana. This sword is not, so I request full refund

Review: I took my laptop to this pawnshop many times and Got it out with no issues on On Friday May 7th 2016 I want to retrieve my laptop when I got home to plug it in and charge it nothing happened it's completely dead and not working or charging I called the store and they told me to call back the next day when the [redacted] was in when I spoke to the [redacted] He told me to bring it in on the following Monday I came in and now they're telling there's absolutely nothing they can do And that The Battery Is probably burnt out or the charger brokeDesired Settlement: I want a replacement charger or battery whatever the issue is I wanted to be in the Working condition They tested it for before they issue me a Loan

Business

Response:

Capital City Loan & Jewelry opened in 1992 with a philosophy of being the friendliest pawnshop operation in town. We offer financial assistance at 9 locations throughout the Sacramento area, in addition to West Sacramento and Roseville. We pride ourselves in providing excellent customer service. We understand that everyone has different needs, and our goal is to provide a high level of service depending on the customer’s needs. We believe that we provide an invaluable service to people in need of short term loans. We also offer customers the opportunity to purchase new and used merchandise at a great deal. Our stores provide a clean, bright environment with friendly loan associates who are there to help. We have state of the art surveillance and security systems, so we and our customers can rest assured that their items are well protected while in our safe-keeping. We take pride in the type of care we take in storing our customers property. It is also always a possibility that an item may come in that has parts that may be going and may not be caught in our initial testing process for the item. As it seems may be the case with the item in question. We also take pride in our commitment to providing excellent and heroic customer service and have a desire to make our best attempt to correct any customer concern within reason. After communicating with the [redacted] at the location in question, it was determined that a phone call was received by the customer as stated and that the customer was encouraged to come in so an attempt could be made to correct the situation. It was also determined that neither the [redacted] or the [redacted] ever had face to face contact with the customer after the phone call was made and decided that maybe the customer had figured out the issue on her own.We would like to encourage the customer to contact the [redacted], to further discuss helping in resolving the issue and scheduling a time for her to come in and speak with him in person.

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

Review: I went in looking for a framing nailer and they actually had the one I wanted a Bostitch N88RH, I asked the guy if it was tested working and what was the return policy if it didnt work. He was nice to deal with, told me they test all their power tools it was 100% working but if it wasn't I could return it for a FULL REFUND within 3 days of purchase so I felt good buying it, I payed with half on my Visa card 65.00 and the other on a gift card that was for 50.00 that I had just gotten for my birthday a few days earlier, the employee NEVER told me that if the tool was defective and I needed to return it they would need to put the money back on the gift card, which I found out later was non re fillable so it wouldn't matter, he said he was gonna shred the card and I said sure. This is the first item I have ever bought at a Pawn shop and figured they were like any other retail store with good morals. I got home and downloaded the manual online and everything was good so far. I use Bostitch tools and even my compressor that I will be using for this is Bostitch. I set it up, got ready to start framing the bathroom remodel I was doing and NOTHING from the tool. I went on youtube etc for trouble shooting and couldn't find anything, so I figured I would bring it back and see if I was doing something wrong or it was actually broken.I drive over to tell them whats up, they looked at me puzzled and said they would test it. I heard the gun go off a few times in the back and felt foolish as what could I be doing wrong, I have worked in the Plumbing Industry for a long time and have used many power tools during construction and have 3 finish nailers in my tool collection. The employee came back said it worked fine and that I was not depressing the Safety. I thought wow how did I miss that as most Nailers have a built in Safety when you depress the gun head on the wood and press the trigger. The guy said NO I had to put my finger left of the Gun close to where the nails come out and pull back there first then shoot nails. I found this concerning as why would a company make a Nailer that you had to manual put your fingers near the front of the tool to use it. I said Ok left went home and did some more research.What the research concluded was that the area that the employee wanted me to grab as a safety was actually the depth adjustment guide that also tied into the trigger safety unit. You are not supposed to grab that guide to fire off the gun, what is actually going on is the whole mechanism is broken and the only wire to bypass to make the gun work is to manual do it with your fingers in danger. I also talked to Bostitch and they also said You never put your fingers there and that the gun needs to be fixed, should have never been sold and I should return it.I returned once again to the Pawn shop, told them what I found out and they said they had not known and would refund my money. I said great and then they told me they would need both cards and I explained that one was a gift card that could not be returned or re filled and that their employee who sold me the gun Shredded it without telling me if the gun was broken I was screwed as I would have never purchased it. I said could you please put all the money back on my regular Visa since you still got the money and their response was NO. They offered me Store Credit which would be great if they had another framing nailer that worked except they do not. I said Store Credit does me nothing I need a working nailer and they sold me a Broken one and then tried to have me use it in a dangerous way. They then said am I interested in purchasing anything else in their store? I said No I am not interested in purchasing a second hand overpriced TV or someones old gold ring. I stated I would like my money back so I could go somewhere else and by a working Framing nailer since they did not have one. Once again they told me NO Store Credit only since Their employee threw away my Visa gift card after it was used and could not be returned on it anyways, I am the one now who is getting punished. I mean why not say we messed up, we cant give you your money back but let us get the gun repaired for you free of charge. Nope nothing but rude employees telling me store credit only over and over again and there is no where that this is posted or printed on their reciepts. I now own a Dangerous broken framing nailer that on my own dollar will have to be repaired and who knows what that will cost.Desired Settlement: I would either like them to get the Framing Nailer repaired as it was sold to me Broken or if they dont wanna get it fixed for me I would like to give them back Their Broken tool and get a 100% refund on my Visa card, Not Store Credit that does me no good as I need to purchase a working hammer that they dont have. They discarded the Gift card not me and even if I had the gift card you cant add or refund to it. Its a 1 time use only I already checked into it with the gift card issuer.

Business

Response:

At Capital City Loan and Jewelry, our #1 priority is offering excellent customer service to every customer that we come in contact with. We also strive to offer excellent deals on used merchandise and attempt to offer a fair return policy on every electronic and tool item that we sell. Unfortunately we do have a very strict policy that does not allow us to offer cash refunds on a credit card purchase, including Visa gift credit cards, however we also understand how this policy and the situation put our customer in a tough situation. As with any complaint we receive, we definitely would like the opportunity to fix the problem. As of 11/17/14, we are happy to report that we have contacted this customer and have been able to work together with him to resolve the situation in the form of an exchange for a similar product of equal value. We will continue to remain in contact with this customer to make sure that the item issued as the exchange is functioning properly and achieving the desired results. We would like to thank both our customer and the Revdex.com by giving us the opportunity to fix the problem with this customer and look forward to continuing assisting him with his needs in the future.

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

[redacted] contacted me and made the entire situation Right, he went above and beyond to make the situation right, he acknowledged that mistakes were made and got me a working Nail Gun and returned the broken one which is all I wanted. Thanks again for making the situation right and getting me a working nail gun and returning the broken one.

Review: this is a pawn shop on 6/26/2014 I went to the business,I had a computer I spoke with "[redacted]" HE ADVISD ME THAT THE COMPUTER WAS NOT CHARGED (NOT BATTERY) SO I COULD NOT GET A LOAN..I TOOK THE COMPUTER BACK HOME PLUGGED IT IN AND IT HAD A 99% CHARGE IN IT..I WENT BACK TO WESTERN LOAN ON DEL PASO BLVD AND ADVISED [redacted] HE WAS WRONG...HE GOT MAD THEN HIS BOSS "[redacted]" CAME OUT AND THEY STARTED SCREAMING AND TELLING ME TO LEAVE THE BUSINESS..I HAVE BEEN THERE A OUPLE OF TIMES AND HEARD THE EMPLOYEES DISRESPECTING PEOPLEDesired Settlement: AN APOLOGY IN WRITING AND THERE BUSINESS LICENCES SHOULD BE REVOKED

Business

Response:

We at Capital City Loan & Jewelry take these types of complaints very seriously. However after doing thorough research, as well as speaking to all staff present in regards to this complaint, Capital City Loan & Jewelry has determined that there was no misconduct made by any employee at our Western Loan & Jewelry location during the alleged complaint. It does however appear that there was a situation that took place in which Ms. [redacted] came in and was not satisfied with the customer service she had received.

Ms. [redacted] entered Western Loan & Jewelry to attempt to get a loan on a GPS unit. This is typically an item that we do not accept, however our employee offered a small courtesy loan in the efforts to assist Ms. [redacted] with her short term financial needs. Ms. [redacted] was not interested in this loan and decided to see if she could get a loan on a laptop that had previously been in loan. When returning from her car our employee began our process of properly testing the item before saving the loan. Capital City Loan & Jewelry has a very strict policy in which all employees are expected to follow. This policy is that every electronic item that comes in for loan or purchase is properly tested. This policy is set in place to both protect ourselves as well as our customers during the loan process. As our employee began to test the laptop, he attempted to explain to Ms. [redacted] the process and made several attempts to turn on the laptop. Ms. [redacted] began to question why the laptop was being tested and claimed that no employee had ever tested any item that she has brought into our store previously. As the laptop began to turn on Ms. [redacted] closed the lid of the laptop and left calling our employee names which included derogatory words such as as, punk, and pipsqueak.

Ms. [redacted] later called to file a complaint with the Supervisor mentioned and it was again attempted to explain to her the process that we use for every electronic item that comes into our locations and that the employee who had assisted her was just attempting to do his job properly. Ms. [redacted] was also informed at this time that we were happy to still assist her with a loan on the laptop as long as it came in with a charged battery and was functioning properly.

Ms. [redacted] returned to the store shortly thereafter and was assisted by the same supervisor who had spoken with her on the phone. Ms. [redacted] continued to complain about the situations and our supervisor again attempted to explain that our employee was just attempting to do his job properly. It was also mentioned at this time to Ms. [redacted] that while we were happy to continue assisting her with her financial needs, name calling towards our staff was not acceptable and would not be tolerated. Ms. [redacted] denied ever calling our employee any names and stated that she did not need a lecture. The supervisor made a third attempt to inform Ms. [redacted] that we were still happy to assist her with the loan as long as there were no issues with the laptop. Ms. [redacted] stated that no longer wanted to do the loan and proceeded to take her laptop. On her way out she decided to call our supervisor a derogatory name and then left of her own accord.

We at Capital City Loan & Jewelry make every effort to satisfy every customer’s needs while providing excellent customer service. We do regret that Ms. [redacted] felt that she had not received the customer service she deserved but feel every effort was made to attempt to satisfy her needs of a loan.