March 12, 2015Re: Complaint ID [redacted]We have received your correspondence regarding complaint ID [redacted]from EZPAWN customer [redacted] regarding her recent interactions with EZPAWN#[redacted], located at [redacted]., Hammond, Indiana.According to his Revdex.com Complaint:Our...
$1500.00outdoor all weather flat screen was stolen and pawned at ezpawn 6752indianapolis blvd hammond, in on February 16th, 2015. They claim the tv wassold the very next day. We filed a police report with the Highland Police Deptthe same day it was brought in to their shop. The police never physically wentin to talk to the mgr there they only spoke to her via the phone. The mgrstated she called the person who supposedly purchased the tv the next day andexplained the tv was stolen. She stated the buyer was thinking of returning thetv because he supposedly called the manufacturer of the tv to purchase anextended warranty but was unable to do so because he is not the original owner.Who does that on mdse from a pawn shop!! I feel being that they know the tv wasstolen property they should have to produce a receipt to the highland police inan effort to retrieve the tv. I thought receiving and selling stolen propertyin this country is illegal and a felony. We only want back what is rightfullyours and so far we have had little or basically no help from the police and/orthe pawn shop. Is it worth going to small claims court? Waiting on yourresponse, looking for any advice and or help if possible. We have the serialnumber as does the police and the pawn shop. I truthfully believe that tv wasnever sold but taken home by one of their employees.Upon receipt of Mr. [redacted]‘s complaint I reviewed all available IT system data as well as spoke with teammembers at EZPAWN #[redacted] and the District Manager for the area to betterunderstand the situation. According to our records, the first contact wehad with Detective [redacted] of the Highland Police Department was on February 17,2015. Detective [redacted] contacted theEZPAWN #[redacted] via email and inquired whether Mr. [redacted]’s daughter, Ashley[redacted], had pawned or sold a television, likely on February 16, 2015. With this limited information, the StoreManager at the location searched transactional data, and was not able to locatea transaction with Ashley [redacted] and informed Detective [redacted] of this information. Sometime after February 17, 2015 Mr. [redacted] visitedEZPAWN #[redacted] and inquired regarding the television. Upon review of information in our IT systems,our Store Manager was able to determine the television did, in fact, passthrough the shop. However, given the natureof financial transactions such as pawn transactions as well as the differing informationfrom Mr. [redacted] and that provided by Detective Santino, our Team Membersadvised Mr. [redacted] they could not disclose specific details regarding thetransaction. Mr. [redacted] was extremelyagitated at our Team Member’s refusal and left the store promising legalaction. Later that evening, a personclaiming to be Detective [redacted] contacted EZPAWN #[redacted] demanding information regardingthe specifics of the television transaction and demanding we have the televisionreturned to our store immediately.Our Team Members were immediately suspicious of this allegedcall from Detective [redacted] as his request and tones were far outside standardlaw enforcement protocol. EZPAWN #[redacted]’sStore Manager contacted the Detective in the following days and was able toclarify he had only contacted EZPAWN #[redacted] on February 17, 2015; he had NOTmade any follow up contact with our location. After this date neither Mr.[redacted] nor Detective [redacted] have contacted EZPAWN #[redacted]. No hold requests were issued and no specific informationregarding Mr. [redacted]’s television, except that provided by Mr. [redacted]while in the location, has ever been communicated to EZPAWN #[redacted].Information in our IT system indicates an associate ofAshley [redacted] sold the television in question to EZPAWN #[redacted] on February13, 2015. Per local code, pawn storesmust hold items sold to the business for 24 hours before placing the items intosales inventory. The television inquestion was actually held until February 16, 2015 and was available for saleless than a day before being purchased. The customer that purchased this item chose not to provide his/hercontact information and it was not required as the customer also declined aProduct Protection Plan. We have nomeans of communicating with the purchaser at this time.We sincerely appreciate Mr. [redacted]’s frustration withthe situation. There are protocols forstolen item identification and recovery stipulated by regulations to assurestolen property is identified and returned to the rightful owner, and EZPAWNlocations work diligently to assure all transactions are executed to the letterof the law. All customers selling itemsto our locations or entering into pawn transactions attest to the ownership ofthe item, and our associates visually inspect all items taken for these typesof transactions to assure no marks of ownership indicate an item isstolen. In this particular instanceEZPAWN #[redacted] followed all regulations for purchasing and selling merchandise;the information provided by law enforcement was not enough to identify thealleged stolen property before it was sold. If you have any questions or would like further information,please do not hesitate to contact me directly.With Regards,[redacted]sManager ofRegulatory Compliance
Complaint: [redacted] To whom it may concern, I, [redacted], due to health problems was not able to respond on time of the notification regarding closing my complaint. [redacted]is [redacted] has communicated with me, however my ring has still not been replaced. I have left multiple messages; [redacted]is [redacted] has not replied back at all. in the last conversation [redacted]is [redacted] was playing the miscommunication regarding the replacement on my ring. I had let her known loud and clear what my choice was from the store, and what I wanted from the replacement. I want this issue to be solved. I have been dealing with it since October 25th 2014, and its about time to put this behind me. I am requesting for my case to be reopened until I actually have my ring in my hands or the replacement. Thank you for your time and consideration. sincerely, [redacted] ###-###-####
February 4, 2015 VIA ONLINE PORTAL [redacted]
[redacted]
Revdex.com Corporate Office[redacted]
[redacted] Re: Complaint ID [redacted] Dear [redacted]:We have received your correspondence regarding complaint ID [redacted]from...
EZPAWN customer [redacted] regarding her transactions with EZPAWN #[redacted] locatedat [redacted]. According to her Revdex.com Complaint:The vendor EZPawn, increased the terms of my loan andgave a 7 day deadline to meet their terms or lose a very expensive 18k gold cutbracelet. During a Act of God (a major snow storm) I was unable to make theloans interest payment of $23 and the location stated they could not take mypayment over the phone. I've been making interest payments for many months nowon the loan for this bracelet ($1,200 in value). The locations' Asst. Managerwas aware of the situation (severe weather made driving from Chicago to Indianadangerous) as I spoke with him Jan. 6, Jan. 7, Jan. 8 and Jan. 9th to ensure Iwould not lose my gold bracelet. He gave no indication that my merchandise wasat risk of being lost and further advised that he was waiting on approval fromhis manager/corporate offices (hence my follow up calls to him everyday). OnSaturday, Jan. 10th I called and spoke with the Manager, [redacted]. she stated shecalled me on Jan. 9th, I said that's odd because I called the store and spokewith [redacted] (your assistant manager on Jan. 9th) and he never indicated youneeded to speak with me, in fact based on my many conversations with [redacted] I wasunaware the store even had a manager. [redacted] led me to believe that I'vealready lost my merchandise and/or loans' monthly interest payments optionscontinuing. She stated she sent a message to her manager/corporate offices andis awaiting a reply back. I called her 3 times throughout the day, at the endof the day she stated you can get the bracelet back but we're going to needmore money for your payment. Very confused and concerned I contacted EZCorporate offices by email. The following Monday, Jan. 12 or 13th, a man named[redacted] called me ([redacted] was also present for the call), they went back and forthon options are available. [redacted] claimed to be her manager; however, he seemedmore uncertain and inconsistent with quoting what policy or is not than [redacted]did. In the end he stated I can pay $206.41 to get my bracelet back or $106.41to continue with the loan interest payments and offered a deadline of Jan.19th.I've been paying $23 interest on this loan for several months, neither $106 or$206 was available within 7 days. There where [redacted] left things. Upon receipt of [redacted]’s complaint, I reviewed allavailable IT system data as well as spoke with team members at EZPAWN #[redacted]and the District Manager for the area.[redacted] [redacted]s Final Due Date for her loanpayment was Dec 30, 2014, and at her request, the location held her loan untilTuesday, January 6, 2015. January 6th her loan dropped due to non-paymentand was placed into inventory on January 7th. EZPAWN utilizes a central facility forjewelry processing in Austin, Texas on Wednesday, January 7, 2015 the item was processedand transferred to this facility via UPS. Onthe evening of January 7th, [redacted] contacted the location andspoke with assistant manager, [redacted]. At this time she stated she had not been ableto make it to the store the previous day (January 6th) to make payment dueweather conditions in the area. However, by the time [redacted] calledon Wednesday evening, her loan had already dropped and the item was intransit to our central jewelry processing facility. [redacted] advised[redacted] he would contact our central processing facility in an attemptto have the item returned to the Hammond, Indiana location and stated [redacted]needed to follow up with him on Thursday to discuss further options. On Thursday[redacted] notified [redacted] our central processing facility had not returnedhis call, but team members were still actively pursuing having the itemreturned.Fridaymorning, January 9, 2015, #[redacted] Store Manager was able to speak directly withcentral jewelry processing team members and make arrangements for the item tobe returned. The Store Manager immediately called [redacted], but wasunsuccessful in reaching her and was not able to leave a message because thevoicemail was full. [redacted] called location #[redacted] later that day andthe Store Manger advised [redacted] there were two options moving forward: 1) Pay principle and interest accrued or 2)pay only interest accrued to date and place the item into loan status. [redacted] was not satisfied with these optionsand was provided a contact number for customer service.TheDistrict Manager for this location then contacted [redacted] via telephone, andadvised her of the two options previously discussed. The District Manager and [redacted] agreed tohave Location #[redacted] hold the item until the following week, without accruingadditional interest, in order for [redacted] to have adequate time and opportunityto make the necessary payment of either $106.41 of accrued interest or $206.00 principleand accrued interest. [redacted] never made payment as discussed nor hasthere been any further communication at this time. Ms.[redacted]s loan was over 90 days past due, with accrued interest. At location #[redacted] all loans are held for 92days before the loan drops for non-payment. When [redacted] initiated the pawnloan on April 30, 2014 no payments were received until July 31, 2014. Payment made was only for one month’s accruedinterest of $23.00, and simply allowed for an additional 30 day extension;interest was not paid in full and continued to accrue. Between July 31, 2014 and January 6th,2015, [redacted] paid $23.00/month to extend the loan on a monthly basis, butfailed to pay the interest accrued for the 60 days (two months) from April 30,2014 to July 31, 2014 when one month’s interest was paid. Therefore, after the additional 30+days of non-payment, the loan was past due more than 92 days and dropped.Atthis time, [redacted]’s item has been placed on hold at location #[redacted]. [redacted] may purchase her bracelet forinterest accrued and principle due, or place the item back in loan. Inorder to determine an exact amount due for purchase or re-loan, [redacted] willneed to determine the day she will pay her loan and it will be calculated. We will hold [redacted]’s item until February13, 2015.If you have any questions or would like further information,please do not hesitate to contact me directly.With Regards,
[redacted]
[redacted]
[redacted]
[redacted] Direct Phone
[redacted]
[redacted] Fax Number[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
November 10, 2014To Whom It May Concern:In order to properly evaluate this complaint, we will need to know the store at which this transaction occurred.Thank you,[redacted]Manager of Regulatory Compliance[redacted] Austin, Texas [redacted]###-###-#### Direct Phone###-###-#### Fax...
Re: Complaint ID [redacted]
We have received your correspondence regarding complaint ID [redacted] for a replica Fender “Tuff Dog” [redacted]r. According to his Revdex.com Complaint, Hunter [redacted] believes the guitar to have been misrepresented by our [redacted] EZPAWN...
location. Mr. [redacted] believes, although it was immediately disclosed when he called the store regarding the guitar, the online posting on Craigslist did not sufficiently state the guitar was a replica.
I reached out the store to clarify the situation, and our team members stated the guitar was listed online and that the ad clearly stated the guitar was not original. Further, any customer wishing to purchase the item would have had to come into the store, and the guitar is clearly tagged as a replica. The store manager spoke directly with Mr. [redacted] and immediately disclosed the guitar was a replica, which was the standard protocol during interactions with other potential purchasers.
For many of our clients, replica guitars are highly sought after; many customers find originals are simply too difficult to find or too expensive to purchase, especially with the price for many of these original instruments (like this model) far exceeding $5,000. An original Fender “Tuff Dog” [redacted]r retails for approximately $7,000 and this replica model was listed at $1000.
Out of an abundance of caution, the ad was removed from Craigslist and our policies regarding the requirement to communicate the replica or original status of this – or any other item – plainly and completely too all customers was reviewed with the store manager and staff.
If you have any questions or would like further information, please do not hesitate to contact me directly.
With Regards,
[redacted] Regulatory Compliance
February 6, 2015 VIA ONLINE PORTAL [redacted]
Dispute Resolution Specialist[redacted]
[redacted]
[redacted]
Re: Complaint ID [redacted] Dear [redacted]:We have received your correspondence regarding complaint ID [redacted]from...
EZPAWN customer [redacted] regarding his transactions with EZPAWN #[redacted] locatedat [redacted].According to his Revdex.com Complaint:I went to purchase a watch when I tried to adjust thetime later to find out the watch was not working properly. I went back to theEZ Pawn shop to let them know about the watch not working and I was told theycouldn't do anything for me. So I had to send it to the watch manufacturer toget it fix. I had to pay to get it fix, I was told by the watch manufacturerthat the watch was broken from the inside of the watch. I greatly appreciateyour help. Thank you Upon receipt of [redacted]’s complaint, I reviewed allavailable IT system data as well as spoke with team members at EZPAWN #[redacted]and the [redacted] for the area to better understand the situation. EZCORP, Inc. policy requires returns be made within 24 hoursof purchase for store credit. As adealer of second hand goods, items become part of our retail inventory throughmany avenues, and we simply cannot attest to a product’s history. By offering our Product Protection Plan(PPP), with applicable purchases, we are able to provide our customers with theoption of protecting their investment. Available data indicates the watch was placedon layaway on 11/22/2014 and a Product Protection Plan was offered and declinedwith this purchase. [redacted] paid hislayaway in full on 12/26/2014.After the final payment on 12/26/2014, [redacted] returned tothe EZPAWN #[redacted] and informed the [redacted] the watch was not functioningproperly. In an effort to provide excellentcustomer service, our [redacted] offered [redacted] a store credit for thepurchase if he would like to return the item as we would not pay for repairs;[redacted] declined.On 01/25/2015, [redacted] returned to EZPAWN #[redacted] andinforms the [redacted] he would like to be reimbursed $97.00 cash forrepairs to the watch. The [redacted]
[redacted] notified [redacted] he could not offer cash payment for the repair andrequested [redacted] return the following day to speak with the [redacted]. [redacted] was not satisfied with thisresponse informed the [redacted] he would be contacting the Revdex.com forassistance.Although [redacted] was offered our Product Protection Plan(PPP) and declined and was also notified during his interaction with our StoreManager for #[redacted] any repair costs would not be reimbursed, at this time, wewould be happy to offer [redacted] a credit to EZPAWN #[redacted] for the $97.00repairs he incurred for the watch. Simplyhave [redacted] contact EZPAWN #[redacted] at [redacted] to makearrangements.If you have any questions or would like further information,please do not hesitate to contact me directly.With Regards,[redacted]
[redacted] ofRegulatory Compliance[redacted]
[redacted] Direct Phone[redacted]
[redacted] Fax Number[redacted]Tell us why here...
On January 9, 2015: The District Manager and Ms. [redacted] agreed to haveLocation #[redacted] hold the item until the following week, without accruingadditional interest, in order for Ms. [redacted] to have adequate time and opportunityto make the necessary payment of either $106.41 of accrued interest or $206.00 principleand accrued interest. Ms. [redacted] never made payment as discussed nor hasthere been any further communication at this time. Ms. [redacted]’s loan was over 90 days past due, withaccrued interest. At location #[redacted] allloans are held for 92 days before the loan drops for non-payment. When Ms.[redacted] initiated the pawn loan on April 30, 2014 no payments were received untilJuly 31, 2014. Payment made was only forone month’s accrued interest of $23.00, and simply allowed for an additional 30day extension; interest was not paid in full and continued to accrue. Between July 31, 2014 and January 6th,2015, Ms. [redacted] paid $23.00/month to extend the loan on a monthly basis, butfailed to pay the interest accrued for the 60 days (two months) from April 30,2014 to July 31, 2014 when one month’s interest was paid. Therefore, after the additional 30+days of non-payment, the loan was past due more than 92 days and dropped.At this time, Ms. [redacted]’s item has been placed onhold at location #[redacted]. Ms. [redacted] maypurchase her bracelet for interest accrued and principle due, or place the itemback in loan. In order to determine an exact amount due for purchase orre-loan, Ms. [redacted] will need to determine the day she will pay her loan and itwill be calculated. We will hold Ms.[redacted]’s item until February 13, 2015.Ms. [redacted] was offered until February 13, 2015 to make payment in full for principleand accrued interest. However, Ms. [redacted]did not contact EZPAWN #[redacted] until February 14, 2015; this was after thecourtesy request to hold Ms. [redacted]’s item had expired. Our Team Members have provided all optionsavailable to Ms. [redacted] and have regularly worked with her when she was unable tomeet the financial obligation for loan extension or redemption. At this time, any item placed into collateralis now property of EZPAWN.If you have any questions or would like further information,please do not hesitate to contact me directly.With Regards,[redacted]Manager of Regulatory Compliance
March 4, 2015 We have received your correspondence regarding complaint from EZPAWN customer [redacted] regarding her transactions with EZPAWN #[redacted] located at [redacted] Indianapolis Blvd, Hammond, Indiana 46324. Upon receipt of Ms. [redacted]’s complaint, I reviewed all available IT system data as well as spoke with team members at EZPAWN #[redacted] and the District Manager for the area. A review of transaction records at Store #[redacted] indicates that Ms. [redacted] entered into loan transaction #[redacted] on May *, 201*, receiving a $140.00 loan for an HP Laptop Model [redacted] Serial Number [redacted], but failed to make payments as required to extend the secured loan every 30-days. In November 2014, Ms. [redacted]’s item as previously described was dropped from loan status and into inventory for non-payment. Wanting to provide excellent customer service and understanding, the District Manager authorized a Loan Reactivation at the request of Ms. [redacted] in order for her to extend the loan and continue to make payments. The payment made by Ms. [redacted] on 11/12/2014 only covered accrued interest through 10/0*/2014. A payment on 12/0*/2014 covered accrued interest through 11/0*/2014. By the time Ms. [redacted] contacted the location on 1/09/201* the Final Due Date for this transaction had passed, and Ms. [redacted] was, again, requesting more time to without a payment. Ms. [redacted]’s loan was over 90 days past due, with accrued interest. At location #[redacted] all loans are held for 92 days before the loan drops for non-payment. When Ms. [redacted] initiated the pawn loan on May *, 2014 no payments were received until August 3, 2014. Payment made was only for one month’s accrued interest of $32.00, and simply allowed for an additional 30 day extension; interest was not paid in full and continued to accrue. On 09/13/2014 and 10/03/2014, Ms. [redacted] paid $32.00/month to extend the loan on a monthly basis, but failed to pay the interest accrued for the 60 days (two months) from June 2014 to August 2014 when one month’s interest was paid. Therefore, after the additional 30+ days of non-payment, the loan was past due more than 92 days and dropped. At this time, Ms. [redacted]’s item has been sold. If you have any questions or would like further information, please do not hesitate to contact me directly. With Regards,[redacted]Manager of Regulatory Compliance
March 26, 2015Re: Complaint ID [redacted]We have received your correspondence regarding complaint ID[redacted] from Value Pawn & Jewelry customer [redacted] regarding her transactions with Value Pawn #[redacted] (Dept ID[redacted]) located at [redacted], Hollywood, Florida. Upon...
receipt of Ms. [redacted]’s complaint, I reviewed allavailable IT system data as well as spoke with team members at Value Pawn &Jewelry #[redacted] and the District Manager for the area to better understand thesituation. I would like to take a momentto clarify the circumstances regarding the alleged interactions Ms. [redacted] hashad with our Team Members.According to IT Systems data, Ms. [redacted] has been a long-termcustomer of our Value Pawn & Jewelry stores; over the years Ms. [redacted] hastransacted many times including sales, loans, and layaways and carries severalof these transactions concurrently. Recently, Ms. [redacted] arrived at store #[redacted] to make payments on her loansand layaways.While working with Ms. [redacted] to complete her transactions,one of our Team Members accidentally allowed Ms. [redacted] to leave the store withan item she was purchasing via layaway payments even tough Ms. [redacted] had notfulfilled her payment obligations. Thiswas an oversight on the Team Member’s part; the item was never marked as “Paid”in our IT System. In the following days,Ms. [redacted] returned to the location and a different Team Member noted the layawaystill active in our IT System, and asked Ms. [redacted] if she would like to make apayment. Ms. [redacted] declined and requesteda refund of her payments. Our TeamMember obliged and provided Ms. [redacted] with a Store Credit Voucher for more thanthree-hundred dollars. Later that daywhen the Team Member began to place items dropped from layaway status intoinventory, she was unable to locate the item Ms. [redacted] had requested arefund. Our Team Members began a reviewof IT System data, transaction data, and video logs, and were then able todetermine the error made in the previous days when the Team Member allowed Ms.[redacted] to leave with the item. The store contacted the customer to notify her of the errorand request she return the item or the Store Credit Voucher. Ms.[redacted] has not returned their contact requests to date.Upon speaking with the Store Manager at [redacted], he assured methat – although he has contacted Ms. [redacted] regarding the error – he has not madethe number of calls Ms. [redacted] has claimed. The Store Manager state he has contacted Ms. [redacted] maybe three times andnever from any phone line other than that of the business. Moving forward I have advised Team Members they may seekassistance from local law enforcement as necessary, but there should be nofurther calls to Ms. [redacted] regarding this matter.If you have any questions or would like further information,please do not hesitate to contact me directly.
Complaint: [redacted]I am rejecting this response because: I am rejecting the business response because it is a blatant lie. When the loan was initiated I was informed that the interest fee would be $56.00 per month. When I went to EZ Money Loan Services office to pay on my loan I was informed that there would be a different amount due to me being paid once a month. I was informed that the amount would be $105.00 per month instead of $56.00 per month which was told to me by their representative "[redacted]". I was not properly informed of that information. The initial loan document also supports the information that the interest fee would be $56.00 per month. Futhermore, EZ Money Loan Services is continually making false statements because I did in fact speak to the their District Manager. He acknowledged that the information on the initial loan document did reference $56.00 but he refused to honor it. He also had the audacity to defend the representative "[redacted]" and he said, "I'm sure she did not purposely give you the wrong loan information". Although "[redacted]" is excused of her incompetence, they are punishing me for that. I will not pay a penny on that loan and I am formally requesting that no collection attempts be made from this point forward. Regards,[redacted]
Complaint: [redacted]
I am rejecting this response because:Ms. [redacted], Regulatory Compliance is failing to read, understand and address the obvious... The locations' Store Manager and Assistant Manager were both aware of my coming into the store both date and time. Long story short, while at the location, as their live videocamera recordings captured will verify (February 14th), the Manager asked me to leave the amount due and the bracelet could be shipped (sent overnight) once the store actually receives it back. It is for these reasons that I felt uncomfortable leaving $236 with Ms. [redacted] when she verified that bracelet had never been returned to that store. This business is not operating with ethics and continues to and refuses to address and honor the actuality of conversations (verifiable by their Store's videocamera recordings on February 14th). I'm unsure of what part of this an actual Regulatory Compliance Officer for a large company isn't understanding and even more concerned that this is even legal. Again, this vendors' live feed and recorded camera footage can verify, their Store Manager, [redacted] entering into a verbal agreement with me regarding my merchandise on February 14th and that I will receive it back. This company's comments and or response continues to blatantly overlook an obvious. As well their live footage and video camera recordings supports what I'm saying; the Store Manager stating the bracelet (1) was never returned to the location to begin with (opposite of what their Compliance Officer, [redacted] initially stated) and (2) [redacted], Store Manager asking me to leave payment (full amount due) and then it would be shipped directly to me late, which again, contradicts what this Regulatory Manager, Ms. [redacted] is alluding to otherwise. Further , I then called the store location the following Sunday or Monday and spoke with Manager [redacted] since I'd not heard back from her confirming the bracelet was actually there now, again, as discussed before she stated the bracelet was there and I COULD come in and get it, she gave me an approximate balance due of $233 if I picked it up no later than Tuesday, February 17th . On Monday, February 16th, later in the day she called (while we were actually in route to Hammond, IN from Chicago, IL) to say that her manager just called and said they cant give it back. Go back through the Revdex.com if I want it back. The location Assistant Manager, Manager and the Regulatory Compliance Officer, [redacted] responding to this inquiry seem to all be on different pages. I would like my valued merchandise back as promised and or replacement value in full refunded.
Regards,
[redacted]
Complaint: [redacted]I'm rejecting this response because such lack of ethics in a response is unacceptable from a business this size. My laptop has been sold(?) Ms. [redacted]' summary of the facts are both fictitious and exaggerated. This is why it took over 30 days for her/the business to even to reply to this concern. It amazes me that it is legal for a business to operate in this manner. While I have no other recourse but to pursue this in small claims court, I look forward to a record of this remaining on the Revdex.com site as a warning to others unaware consumers as to how this business unethically operates and that it is allowed legally within the state(s) to which they hold licenses.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Complaint: [redacted]
I've not been allowed to get this item as promised. While at the location the Manager [redacted] stated she was unaware of any of the information regarding the Better Business complaint and my being allowed to get this merchandise back. Further, that they did not have the bracelet at the location as promised in the resolution. She asked if I wanted to leave the amount due now and then they'll have the bracelet shipped to me to which I declined because they seemed to be unable to find the bracelet, which was odd as I spoke with [redacted], the Asst. Manager (that morning) prior to making a trip to their Hammond, IN location from Chicago, IL and she ([redacted]) assured me things were in order. She took my original ref#[redacted], placed me on hold, returned to phone and stated that all was in order. I asked what is the exact balance and she replied the Manager, [redacted] said she'll have the exact total when you arrive (around $230). I said I'd see her shortly and the call ended.
Thank you for forwarding Mr. [redacted]’s concerns. I hope that the following will help toexplain the terms of the loan agreement that Mr. [redacted] signed. Mr. [redacted] entered a loan agreement on aninstallment loan on 11/12/2014, making his first installment due on 11/28. AfterMr. [redacted]...
defaulted on the first payment due, EZ electronically submitted thepayment to his bank on 12/03/2014 pursuant to the ACH authorization Mr. [redacted]executed at origination. The payment wasreturned for insufficient funds on 12/04/2014. Pursuant to the loan agreement,EZ assessed a $15 insufficient funds charge on that day, and a $9.17 late feeon 12/9. The payment due on 11/28 was paid on 12/12/2014. Installments 2-4 eachhad partial payments made by the due date, but were not completely paid untilthe following due date, therefore late fees were assessed to each installmenttotaling $18.04. The fees listed on the receipt received by Mr. [redacted] arefor the installments 1-4 that went past due. Mr. [redacted] has been current on hispayments since 1/23/15; therefore, no further late fees have accrued. Thepayment receipt reflects all payments made throughout the life of the loan, andthis is why the late fees are listed on the receipt. In regard to the $250payment Mr. [redacted] made on 2/6, $172.16 was applied to installment 6 and $77.84was applied to installment 7 which totals $250. Based on this loan history there has been no overcharge tothe account. All charges to Mr. [redacted]’s account were proper under his loanagreement and all funds paid by Mr. [redacted] have been applied to his account.The attachment provided reflects the payments made in total by Mr. [redacted] aswell as the amount allocated to each installment. Should you have any questions, please do not hesitate tocontact me at ###-###-####.[redacted]
[redacted]
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]
In response to their claim that we called pretending to be detective [redacted] that is a lie it was officer Garza of the highland police that called and you can verify that with him by calling the police department at 219-838-3184. Officer Garza talked to Luciano at ezpawn and identified himself as a highland police officer and was inquiring on a case that detective Mark [redacted] was working on at the time regarding the stolen tv, if they would check their caller id and/or phone bill it would show the highland police number not ours. As per detective [redacted] when he spoke to Nicole Lara she told detective [redacted] she herself contacted the purchaser of the tv and stated that it would probably be returning to the store because the extended warranty he wanted could not be purchased from the manufacturer because he is not the original owner. In response to claiming they have no contact information on the purchaser why did the mgr tell detective [redacted] that she called the customer to let him know it was stolen and stated that he was a frequent customer?? I dont understand how with a police report and all the information available we can't get our tv back. I cant buy and sell stolen propetry why should ezpawn be able to!!!!!I'm not in the pawn shop business but don't they have to legally keep purchasing and selling records for tax purposes??? Who wouldn't question a 19 yr old girl pawning a outdoor tv with half of a mounting bracket on the back in the original box with the remote.
March 12, 2015Re: Complaint ID [redacted]We have received your correspondence regarding complaint ID [redacted]from EZPAWN customer [redacted] regarding her recent interactions with EZPAWN#[redacted], located at [redacted]., Hammond, Indiana.According to his Revdex.com Complaint:Our...
$1500.00outdoor all weather flat screen was stolen and pawned at ezpawn 6752indianapolis blvd hammond, in on February 16th, 2015. They claim the tv wassold the very next day. We filed a police report with the Highland Police Deptthe same day it was brought in to their shop. The police never physically wentin to talk to the mgr there they only spoke to her via the phone. The mgrstated she called the person who supposedly purchased the tv the next day andexplained the tv was stolen. She stated the buyer was thinking of returning thetv because he supposedly called the manufacturer of the tv to purchase anextended warranty but was unable to do so because he is not the original owner.Who does that on mdse from a pawn shop!! I feel being that they know the tv wasstolen property they should have to produce a receipt to the highland police inan effort to retrieve the tv. I thought receiving and selling stolen propertyin this country is illegal and a felony. We only want back what is rightfullyours and so far we have had little or basically no help from the police and/orthe pawn shop. Is it worth going to small claims court? Waiting on yourresponse, looking for any advice and or help if possible. We have the serialnumber as does the police and the pawn shop. I truthfully believe that tv wasnever sold but taken home by one of their employees.Upon receipt of Mr. [redacted]‘s complaint I reviewed all available IT system data as well as spoke with teammembers at EZPAWN #[redacted] and the District Manager for the area to betterunderstand the situation. According to our records, the first contact wehad with Detective [redacted] of the Highland Police Department was on February 17,2015. Detective [redacted] contacted theEZPAWN #[redacted] via email and inquired whether Mr. [redacted]’s daughter, Ashley[redacted], had pawned or sold a television, likely on February 16, 2015. With this limited information, the StoreManager at the location searched transactional data, and was not able to locatea transaction with Ashley [redacted] and informed Detective [redacted] of this information. Sometime after February 17, 2015 Mr. [redacted] visitedEZPAWN #[redacted] and inquired regarding the television. Upon review of information in our IT systems,our Store Manager was able to determine the television did, in fact, passthrough the shop. However, given the natureof financial transactions such as pawn transactions as well as the differing informationfrom Mr. [redacted] and that provided by Detective Santino, our Team Membersadvised Mr. [redacted] they could not disclose specific details regarding thetransaction. Mr. [redacted] was extremelyagitated at our Team Member’s refusal and left the store promising legalaction. Later that evening, a personclaiming to be Detective [redacted] contacted EZPAWN #[redacted] demanding information regardingthe specifics of the television transaction and demanding we have the televisionreturned to our store immediately.Our Team Members were immediately suspicious of this allegedcall from Detective [redacted] as his request and tones were far outside standardlaw enforcement protocol. EZPAWN #[redacted]’sStore Manager contacted the Detective in the following days and was able toclarify he had only contacted EZPAWN #[redacted] on February 17, 2015; he had NOTmade any follow up contact with our location. After this date neither Mr.[redacted] nor Detective [redacted] have contacted EZPAWN #[redacted]. No hold requests were issued and no specific informationregarding Mr. [redacted]’s television, except that provided by Mr. [redacted]while in the location, has ever been communicated to EZPAWN #[redacted].Information in our IT system indicates an associate ofAshley [redacted] sold the television in question to EZPAWN #[redacted] on February13, 2015. Per local code, pawn storesmust hold items sold to the business for 24 hours before placing the items intosales inventory. The television inquestion was actually held until February 16, 2015 and was available for saleless than a day before being purchased. The customer that purchased this item chose not to provide his/hercontact information and it was not required as the customer also declined aProduct Protection Plan. We have nomeans of communicating with the purchaser at this time.We sincerely appreciate Mr. [redacted]’s frustration withthe situation. There are protocols forstolen item identification and recovery stipulated by regulations to assurestolen property is identified and returned to the rightful owner, and EZPAWNlocations work diligently to assure all transactions are executed to the letterof the law. All customers selling itemsto our locations or entering into pawn transactions attest to the ownership ofthe item, and our associates visually inspect all items taken for these typesof transactions to assure no marks of ownership indicate an item isstolen. In this particular instanceEZPAWN #[redacted] followed all regulations for purchasing and selling merchandise;the information provided by law enforcement was not enough to identify thealleged stolen property before it was sold. If you have any questions or would like further information,please do not hesitate to contact me directly.With Regards,[redacted]sManager ofRegulatory Compliance
Complaint: [redacted] To whom it may concern, I, [redacted], due to health problems was not able to respond on time of the notification regarding closing my complaint. [redacted]is [redacted] has communicated with me, however my ring has still not been replaced. I have left multiple messages; [redacted]is [redacted] has not replied back at all. in the last conversation [redacted]is [redacted] was playing the miscommunication regarding the replacement on my ring. I had let her known loud and clear what my choice was from the store, and what I wanted from the replacement. I want this issue to be solved. I have been dealing with it since October 25th 2014, and its about time to put this behind me. I am requesting for my case to be reopened until I actually have my ring in my hands or the replacement. Thank you for your time and consideration. sincerely, [redacted] ###-###-####
February 4, 2015 VIA ONLINE PORTAL [redacted]
[redacted]
Revdex.com Corporate Office[redacted]
[redacted] Re: Complaint ID [redacted] Dear [redacted]:We have received your correspondence regarding complaint ID [redacted]from...
EZPAWN customer [redacted] regarding her transactions with EZPAWN #[redacted] locatedat [redacted]. According to her Revdex.com Complaint:The vendor EZPawn, increased the terms of my loan andgave a 7 day deadline to meet their terms or lose a very expensive 18k gold cutbracelet. During a Act of God (a major snow storm) I was unable to make theloans interest payment of $23 and the location stated they could not take mypayment over the phone. I've been making interest payments for many months nowon the loan for this bracelet ($1,200 in value). The locations' Asst. Managerwas aware of the situation (severe weather made driving from Chicago to Indianadangerous) as I spoke with him Jan. 6, Jan. 7, Jan. 8 and Jan. 9th to ensure Iwould not lose my gold bracelet. He gave no indication that my merchandise wasat risk of being lost and further advised that he was waiting on approval fromhis manager/corporate offices (hence my follow up calls to him everyday). OnSaturday, Jan. 10th I called and spoke with the Manager, [redacted]. she stated shecalled me on Jan. 9th, I said that's odd because I called the store and spokewith [redacted] (your assistant manager on Jan. 9th) and he never indicated youneeded to speak with me, in fact based on my many conversations with [redacted] I wasunaware the store even had a manager. [redacted] led me to believe that I'vealready lost my merchandise and/or loans' monthly interest payments optionscontinuing. She stated she sent a message to her manager/corporate offices andis awaiting a reply back. I called her 3 times throughout the day, at the endof the day she stated you can get the bracelet back but we're going to needmore money for your payment. Very confused and concerned I contacted EZCorporate offices by email. The following Monday, Jan. 12 or 13th, a man named[redacted] called me ([redacted] was also present for the call), they went back and forthon options are available. [redacted] claimed to be her manager; however, he seemedmore uncertain and inconsistent with quoting what policy or is not than [redacted]did. In the end he stated I can pay $206.41 to get my bracelet back or $106.41to continue with the loan interest payments and offered a deadline of Jan.19th.I've been paying $23 interest on this loan for several months, neither $106 or$206 was available within 7 days. There where [redacted] left things. Upon receipt of [redacted]’s complaint, I reviewed allavailable IT system data as well as spoke with team members at EZPAWN #[redacted]and the District Manager for the area.[redacted] [redacted]s Final Due Date for her loanpayment was Dec 30, 2014, and at her request, the location held her loan untilTuesday, January 6, 2015. January 6th her loan dropped due to non-paymentand was placed into inventory on January 7th. EZPAWN utilizes a central facility forjewelry processing in Austin, Texas on Wednesday, January 7, 2015 the item was processedand transferred to this facility via UPS. Onthe evening of January 7th, [redacted] contacted the location andspoke with assistant manager, [redacted]. At this time she stated she had not been ableto make it to the store the previous day (January 6th) to make payment dueweather conditions in the area. However, by the time [redacted] calledon Wednesday evening, her loan had already dropped and the item was intransit to our central jewelry processing facility. [redacted] advised[redacted] he would contact our central processing facility in an attemptto have the item returned to the Hammond, Indiana location and stated [redacted]needed to follow up with him on Thursday to discuss further options. On Thursday[redacted] notified [redacted] our central processing facility had not returnedhis call, but team members were still actively pursuing having the itemreturned.Fridaymorning, January 9, 2015, #[redacted] Store Manager was able to speak directly withcentral jewelry processing team members and make arrangements for the item tobe returned. The Store Manager immediately called [redacted], but wasunsuccessful in reaching her and was not able to leave a message because thevoicemail was full. [redacted] called location #[redacted] later that day andthe Store Manger advised [redacted] there were two options moving forward: 1) Pay principle and interest accrued or 2)pay only interest accrued to date and place the item into loan status. [redacted] was not satisfied with these optionsand was provided a contact number for customer service.TheDistrict Manager for this location then contacted [redacted] via telephone, andadvised her of the two options previously discussed. The District Manager and [redacted] agreed tohave Location #[redacted] hold the item until the following week, without accruingadditional interest, in order for [redacted] to have adequate time and opportunityto make the necessary payment of either $106.41 of accrued interest or $206.00 principleand accrued interest. [redacted] never made payment as discussed nor hasthere been any further communication at this time. Ms.[redacted]s loan was over 90 days past due, with accrued interest. At location #[redacted] all loans are held for 92days before the loan drops for non-payment. When [redacted] initiated the pawnloan on April 30, 2014 no payments were received until July 31, 2014. Payment made was only for one month’s accruedinterest of $23.00, and simply allowed for an additional 30 day extension;interest was not paid in full and continued to accrue. Between July 31, 2014 and January 6th,2015, [redacted] paid $23.00/month to extend the loan on a monthly basis, butfailed to pay the interest accrued for the 60 days (two months) from April 30,2014 to July 31, 2014 when one month’s interest was paid. Therefore, after the additional 30+days of non-payment, the loan was past due more than 92 days and dropped.Atthis time, [redacted]’s item has been placed on hold at location #[redacted]. [redacted] may purchase her bracelet forinterest accrued and principle due, or place the item back in loan. Inorder to determine an exact amount due for purchase or re-loan, [redacted] willneed to determine the day she will pay her loan and it will be calculated. We will hold [redacted]’s item until February13, 2015.If you have any questions or would like further information,please do not hesitate to contact me directly.With Regards,
[redacted]
[redacted]
[redacted]
[redacted] Direct Phone
[redacted]
[redacted] Fax Number[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
November 10, 2014To Whom It May Concern:In order to properly evaluate this complaint, we will need to know the store at which this transaction occurred.Thank you,[redacted]Manager of Regulatory Compliance[redacted] Austin, Texas [redacted]###-###-#### Direct Phone###-###-#### Fax...
Number[redacted]@ezcorp.com
Re: Complaint ID [redacted]
We have received your correspondence regarding complaint ID [redacted] for a replica Fender “Tuff Dog” [redacted]r. According to his Revdex.com Complaint, Hunter [redacted] believes the guitar to have been misrepresented by our [redacted] EZPAWN...
location. Mr. [redacted] believes, although it was immediately disclosed when he called the store regarding the guitar, the online posting on Craigslist did not sufficiently state the guitar was a replica.
I reached out the store to clarify the situation, and our team members stated the guitar was listed online and that the ad clearly stated the guitar was not original. Further, any customer wishing to purchase the item would have had to come into the store, and the guitar is clearly tagged as a replica. The store manager spoke directly with Mr. [redacted] and immediately disclosed the guitar was a replica, which was the standard protocol during interactions with other potential purchasers.
For many of our clients, replica guitars are highly sought after; many customers find originals are simply too difficult to find or too expensive to purchase, especially with the price for many of these original instruments (like this model) far exceeding $5,000. An original Fender “Tuff Dog” [redacted]r retails for approximately $7,000 and this replica model was listed at $1000.
Out of an abundance of caution, the ad was removed from Craigslist and our policies regarding the requirement to communicate the replica or original status of this – or any other item – plainly and completely too all customers was reviewed with the store manager and staff.
If you have any questions or would like further information, please do not hesitate to contact me directly.
With Regards,
[redacted] Regulatory Compliance
February 6, 2015 VIA ONLINE PORTAL [redacted]
Dispute Resolution Specialist[redacted]
[redacted]
[redacted]
Re: Complaint ID [redacted] Dear [redacted]:We have received your correspondence regarding complaint ID [redacted]from...
EZPAWN customer [redacted] regarding his transactions with EZPAWN #[redacted] locatedat [redacted].According to his Revdex.com Complaint:I went to purchase a watch when I tried to adjust thetime later to find out the watch was not working properly. I went back to theEZ Pawn shop to let them know about the watch not working and I was told theycouldn't do anything for me. So I had to send it to the watch manufacturer toget it fix. I had to pay to get it fix, I was told by the watch manufacturerthat the watch was broken from the inside of the watch. I greatly appreciateyour help. Thank you Upon receipt of [redacted]’s complaint, I reviewed allavailable IT system data as well as spoke with team members at EZPAWN #[redacted]and the [redacted] for the area to better understand the situation. EZCORP, Inc. policy requires returns be made within 24 hoursof purchase for store credit. As adealer of second hand goods, items become part of our retail inventory throughmany avenues, and we simply cannot attest to a product’s history. By offering our Product Protection Plan(PPP), with applicable purchases, we are able to provide our customers with theoption of protecting their investment. Available data indicates the watch was placedon layaway on 11/22/2014 and a Product Protection Plan was offered and declinedwith this purchase. [redacted] paid hislayaway in full on 12/26/2014.After the final payment on 12/26/2014, [redacted] returned tothe EZPAWN #[redacted] and informed the [redacted] the watch was not functioningproperly. In an effort to provide excellentcustomer service, our [redacted] offered [redacted] a store credit for thepurchase if he would like to return the item as we would not pay for repairs;[redacted] declined.On 01/25/2015, [redacted] returned to EZPAWN #[redacted] andinforms the [redacted] he would like to be reimbursed $97.00 cash forrepairs to the watch. The [redacted]
[redacted] notified [redacted] he could not offer cash payment for the repair andrequested [redacted] return the following day to speak with the [redacted]. [redacted] was not satisfied with thisresponse informed the [redacted] he would be contacting the Revdex.com forassistance.Although [redacted] was offered our Product Protection Plan(PPP) and declined and was also notified during his interaction with our StoreManager for #[redacted] any repair costs would not be reimbursed, at this time, wewould be happy to offer [redacted] a credit to EZPAWN #[redacted] for the $97.00repairs he incurred for the watch. Simplyhave [redacted] contact EZPAWN #[redacted] at [redacted] to makearrangements.If you have any questions or would like further information,please do not hesitate to contact me directly.With Regards,[redacted]
[redacted] ofRegulatory Compliance[redacted]
[redacted] Direct Phone[redacted]
[redacted] Fax Number[redacted]Tell us why here...
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]address of property is [redacted]
On January 9, 2015: The District Manager and Ms. [redacted] agreed to haveLocation #[redacted] hold the item until the following week, without accruingadditional interest, in order for Ms. [redacted] to have adequate time and opportunityto make the necessary payment of either $106.41 of accrued interest or $206.00 principleand accrued interest. Ms. [redacted] never made payment as discussed nor hasthere been any further communication at this time. Ms. [redacted]’s loan was over 90 days past due, withaccrued interest. At location #[redacted] allloans are held for 92 days before the loan drops for non-payment. When Ms.[redacted] initiated the pawn loan on April 30, 2014 no payments were received untilJuly 31, 2014. Payment made was only forone month’s accrued interest of $23.00, and simply allowed for an additional 30day extension; interest was not paid in full and continued to accrue. Between July 31, 2014 and January 6th,2015, Ms. [redacted] paid $23.00/month to extend the loan on a monthly basis, butfailed to pay the interest accrued for the 60 days (two months) from April 30,2014 to July 31, 2014 when one month’s interest was paid. Therefore, after the additional 30+days of non-payment, the loan was past due more than 92 days and dropped.At this time, Ms. [redacted]’s item has been placed onhold at location #[redacted]. Ms. [redacted] maypurchase her bracelet for interest accrued and principle due, or place the itemback in loan. In order to determine an exact amount due for purchase orre-loan, Ms. [redacted] will need to determine the day she will pay her loan and itwill be calculated. We will hold Ms.[redacted]’s item until February 13, 2015.Ms. [redacted] was offered until February 13, 2015 to make payment in full for principleand accrued interest. However, Ms. [redacted]did not contact EZPAWN #[redacted] until February 14, 2015; this was after thecourtesy request to hold Ms. [redacted]’s item had expired. Our Team Members have provided all optionsavailable to Ms. [redacted] and have regularly worked with her when she was unable tomeet the financial obligation for loan extension or redemption. At this time, any item placed into collateralis now property of EZPAWN.If you have any questions or would like further information,please do not hesitate to contact me directly.With Regards,[redacted]Manager of Regulatory Compliance
March 4, 2015 We have received your correspondence regarding complaint from EZPAWN customer [redacted] regarding her transactions with EZPAWN #[redacted] located at [redacted] Indianapolis Blvd, Hammond, Indiana 46324. Upon receipt of Ms. [redacted]’s complaint, I reviewed all available IT system data as well as spoke with team members at EZPAWN #[redacted] and the District Manager for the area. A review of transaction records at Store #[redacted] indicates that Ms. [redacted] entered into loan transaction #[redacted] on May *, 201*, receiving a $140.00 loan for an HP Laptop Model [redacted] Serial Number [redacted], but failed to make payments as required to extend the secured loan every 30-days. In November 2014, Ms. [redacted]’s item as previously described was dropped from loan status and into inventory for non-payment. Wanting to provide excellent customer service and understanding, the District Manager authorized a Loan Reactivation at the request of Ms. [redacted] in order for her to extend the loan and continue to make payments. The payment made by Ms. [redacted] on 11/12/2014 only covered accrued interest through 10/0*/2014. A payment on 12/0*/2014 covered accrued interest through 11/0*/2014. By the time Ms. [redacted] contacted the location on 1/09/201* the Final Due Date for this transaction had passed, and Ms. [redacted] was, again, requesting more time to without a payment. Ms. [redacted]’s loan was over 90 days past due, with accrued interest. At location #[redacted] all loans are held for 92 days before the loan drops for non-payment. When Ms. [redacted] initiated the pawn loan on May *, 2014 no payments were received until August 3, 2014. Payment made was only for one month’s accrued interest of $32.00, and simply allowed for an additional 30 day extension; interest was not paid in full and continued to accrue. On 09/13/2014 and 10/03/2014, Ms. [redacted] paid $32.00/month to extend the loan on a monthly basis, but failed to pay the interest accrued for the 60 days (two months) from June 2014 to August 2014 when one month’s interest was paid. Therefore, after the additional 30+ days of non-payment, the loan was past due more than 92 days and dropped. At this time, Ms. [redacted]’s item has been sold. If you have any questions or would like further information, please do not hesitate to contact me directly. With Regards,[redacted]Manager of Regulatory Compliance
March 26, 2015Re: Complaint ID [redacted]We have received your correspondence regarding complaint ID[redacted] from Value Pawn & Jewelry customer [redacted] regarding her transactions with Value Pawn #[redacted] (Dept ID[redacted]) located at [redacted], Hollywood, Florida. Upon...
receipt of Ms. [redacted]’s complaint, I reviewed allavailable IT system data as well as spoke with team members at Value Pawn &Jewelry #[redacted] and the District Manager for the area to better understand thesituation. I would like to take a momentto clarify the circumstances regarding the alleged interactions Ms. [redacted] hashad with our Team Members.According to IT Systems data, Ms. [redacted] has been a long-termcustomer of our Value Pawn & Jewelry stores; over the years Ms. [redacted] hastransacted many times including sales, loans, and layaways and carries severalof these transactions concurrently. Recently, Ms. [redacted] arrived at store #[redacted] to make payments on her loansand layaways.While working with Ms. [redacted] to complete her transactions,one of our Team Members accidentally allowed Ms. [redacted] to leave the store withan item she was purchasing via layaway payments even tough Ms. [redacted] had notfulfilled her payment obligations. Thiswas an oversight on the Team Member’s part; the item was never marked as “Paid”in our IT System. In the following days,Ms. [redacted] returned to the location and a different Team Member noted the layawaystill active in our IT System, and asked Ms. [redacted] if she would like to make apayment. Ms. [redacted] declined and requesteda refund of her payments. Our TeamMember obliged and provided Ms. [redacted] with a Store Credit Voucher for more thanthree-hundred dollars. Later that daywhen the Team Member began to place items dropped from layaway status intoinventory, she was unable to locate the item Ms. [redacted] had requested arefund. Our Team Members began a reviewof IT System data, transaction data, and video logs, and were then able todetermine the error made in the previous days when the Team Member allowed Ms.[redacted] to leave with the item. The store contacted the customer to notify her of the errorand request she return the item or the Store Credit Voucher. Ms.[redacted] has not returned their contact requests to date.Upon speaking with the Store Manager at [redacted], he assured methat – although he has contacted Ms. [redacted] regarding the error – he has not madethe number of calls Ms. [redacted] has claimed. The Store Manager state he has contacted Ms. [redacted] maybe three times andnever from any phone line other than that of the business. Moving forward I have advised Team Members they may seekassistance from local law enforcement as necessary, but there should be nofurther calls to Ms. [redacted] regarding this matter.If you have any questions or would like further information,please do not hesitate to contact me directly.
We need the information on the store where the transaction took place (address, city, zip).Thank you,
Complaint: [redacted]I am rejecting this response because: I am rejecting the business response because it is a blatant lie. When the loan was initiated I was informed that the interest fee would be $56.00 per month. When I went to EZ Money Loan Services office to pay on my loan I was informed that there would be a different amount due to me being paid once a month. I was informed that the amount would be $105.00 per month instead of $56.00 per month which was told to me by their representative "[redacted]". I was not properly informed of that information. The initial loan document also supports the information that the interest fee would be $56.00 per month. Futhermore, EZ Money Loan Services is continually making false statements because I did in fact speak to the their District Manager. He acknowledged that the information on the initial loan document did reference $56.00 but he refused to honor it. He also had the audacity to defend the representative "[redacted]" and he said, "I'm sure she did not purposely give you the wrong loan information". Although "[redacted]" is excused of her incompetence, they are punishing me for that. I will not pay a penny on that loan and I am formally requesting that no collection attempts be made from this point forward. Regards,[redacted]
Complaint: [redacted]
I am rejecting this response because:Ms. [redacted], Regulatory Compliance is failing to read, understand and address the obvious... The locations' Store Manager and Assistant Manager were both aware of my coming into the store both date and time. Long story short, while at the location, as their live videocamera recordings captured will verify (February 14th), the Manager asked me to leave the amount due and the bracelet could be shipped (sent overnight) once the store actually receives it back. It is for these reasons that I felt uncomfortable leaving $236 with Ms. [redacted] when she verified that bracelet had never been returned to that store. This business is not operating with ethics and continues to and refuses to address and honor the actuality of conversations (verifiable by their Store's videocamera recordings on February 14th). I'm unsure of what part of this an actual Regulatory Compliance Officer for a large company isn't understanding and even more concerned that this is even legal. Again, this vendors' live feed and recorded camera footage can verify, their Store Manager, [redacted] entering into a verbal agreement with me regarding my merchandise on February 14th and that I will receive it back. This company's comments and or response continues to blatantly overlook an obvious. As well their live footage and video camera recordings supports what I'm saying; the Store Manager stating the bracelet (1) was never returned to the location to begin with (opposite of what their Compliance Officer, [redacted] initially stated) and (2) [redacted], Store Manager asking me to leave payment (full amount due) and then it would be shipped directly to me late, which again, contradicts what this Regulatory Manager, Ms. [redacted] is alluding to otherwise. Further , I then called the store location the following Sunday or Monday and spoke with Manager [redacted] since I'd not heard back from her confirming the bracelet was actually there now, again, as discussed before she stated the bracelet was there and I COULD come in and get it, she gave me an approximate balance due of $233 if I picked it up no later than Tuesday, February 17th . On Monday, February 16th, later in the day she called (while we were actually in route to Hammond, IN from Chicago, IL) to say that her manager just called and said they cant give it back. Go back through the Revdex.com if I want it back. The location Assistant Manager, Manager and the Regulatory Compliance Officer, [redacted] responding to this inquiry seem to all be on different pages. I would like my valued merchandise back as promised and or replacement value in full refunded.
Regards,
[redacted]
Complaint: [redacted]I'm rejecting this response because such lack of ethics in a response is unacceptable from a business this size. My laptop has been sold(?) Ms. [redacted]' summary of the facts are both fictitious and exaggerated. This is why it took over 30 days for her/the business to even to reply to this concern. It amazes me that it is legal for a business to operate in this manner. While I have no other recourse but to pursue this in small claims court, I look forward to a record of this remaining on the Revdex.com site as a warning to others unaware consumers as to how this business unethically operates and that it is allowed legally within the state(s) to which they hold licenses.
Regards,
[redacted]
Thank you for your response but at this time we consider this issue closed.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Complaint: [redacted]
I've not been allowed to get this item as promised. While at the location the Manager [redacted] stated she was unaware of any of the information regarding the Better Business complaint and my being allowed to get this merchandise back. Further, that they did not have the bracelet at the location as promised in the resolution. She asked if I wanted to leave the amount due now and then they'll have the bracelet shipped to me to which I declined because they seemed to be unable to find the bracelet, which was odd as I spoke with [redacted], the Asst. Manager (that morning) prior to making a trip to their Hammond, IN location from Chicago, IL and she ([redacted]) assured me things were in order. She took my original ref#[redacted], placed me on hold, returned to phone and stated that all was in order. I asked what is the exact balance and she replied the Manager, [redacted] said she'll have the exact total when you arrive (around $230). I said I'd see her shortly and the call ended.
Thank you for forwarding Mr. [redacted]’s concerns. I hope that the following will help toexplain the terms of the loan agreement that Mr. [redacted] signed. Mr. [redacted] entered a loan agreement on aninstallment loan on 11/12/2014, making his first installment due on 11/28. AfterMr. [redacted]...
defaulted on the first payment due, EZ electronically submitted thepayment to his bank on 12/03/2014 pursuant to the ACH authorization Mr. [redacted]executed at origination. The payment wasreturned for insufficient funds on 12/04/2014. Pursuant to the loan agreement,EZ assessed a $15 insufficient funds charge on that day, and a $9.17 late feeon 12/9. The payment due on 11/28 was paid on 12/12/2014. Installments 2-4 eachhad partial payments made by the due date, but were not completely paid untilthe following due date, therefore late fees were assessed to each installmenttotaling $18.04. The fees listed on the receipt received by Mr. [redacted] arefor the installments 1-4 that went past due. Mr. [redacted] has been current on hispayments since 1/23/15; therefore, no further late fees have accrued. Thepayment receipt reflects all payments made throughout the life of the loan, andthis is why the late fees are listed on the receipt. In regard to the $250payment Mr. [redacted] made on 2/6, $172.16 was applied to installment 6 and $77.84was applied to installment 7 which totals $250. Based on this loan history there has been no overcharge tothe account. All charges to Mr. [redacted]’s account were proper under his loanagreement and all funds paid by Mr. [redacted] have been applied to his account.The attachment provided reflects the payments made in total by Mr. [redacted] aswell as the amount allocated to each installment. Should you have any questions, please do not hesitate tocontact me at ###-###-####.[redacted]
[redacted]
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]
In response to their claim that we called pretending to be detective [redacted] that is a lie it was officer Garza of the highland police that called and you can verify that with him by calling the police department at 219-838-3184. Officer Garza talked to Luciano at ezpawn and identified himself as a highland police officer and was inquiring on a case that detective Mark [redacted] was working on at the time regarding the stolen tv, if they would check their caller id and/or phone bill it would show the highland police number not ours. As per detective [redacted] when he spoke to Nicole Lara she told detective [redacted] she herself contacted the purchaser of the tv and stated that it would probably be returning to the store because the extended warranty he wanted could not be purchased from the manufacturer because he is not the original owner. In response to claiming they have no contact information on the purchaser why did the mgr tell detective [redacted] that she called the customer to let him know it was stolen and stated that he was a frequent customer?? I dont understand how with a police report and all the information available we can't get our tv back. I cant buy and sell stolen propetry why should ezpawn be able to!!!!!I'm not in the pawn shop business but don't they have to legally keep purchasing and selling records for tax purposes??? Who wouldn't question a 19 yr old girl pawning a outdoor tv with half of a mounting bracket on the back in the original box with the remote.