June 8, 2015Re: Complaint ID [redacted]Dear [redacted]:We have received your correspondence regarding complaint ID[redacted] from EZPAWN customer Shelia [redacted] regarding her transactions withEZPAWN #[redacted] (Dept ID [redacted]) located at [redacted] Blvd., Hammond, Indiana. ...
In her Revdex.com Complaint, Ms. [redacted] alleges:I purchased a carpet cleaner (Bissell Proheat 2x)and pickedit up Saturday, May 30, 2015 after putting on a brief layaway. I used itattempted to use it today for the first time after purchasing the appropriatecarpet solution and downloading the users' manual. There is very little waterexpelled to clean the carpet. I purchased the protection plan just in case itwent defective. This is about the 8th item I purchased (i.e. week trimmer,edger, medium snowblower, 3-in-one leaf blower, small freezer, 2 televisions).I have NEVER returned any item or had an issue with it; all other items Ipurchased were from either the Merrillville, IN location or Hammond location.However, this particular item was purchased at the Hammond, IN location. Iwould expect all terms of the the policy be listed on the receipt or posted inthe store. If I am only allowed store credit, then that should be clearlyposted for the PROTECTION PLAN or the store credit be applied to anyoutstanding loans. I happen to have 2 loans outstanding at this location. Ipaid cash, they will still get use of my money; I do not want to get anotherdefective item when they, apparently, did not properly test this item prior toselling for working condition. Otherwise, I would not be in this situation nowwith a non-working carpet cleaner. This was purchased for the sole purpose ofhaving a carpet cleaner at my disposal to use whenever I needed from this pointforward. I do not have time to drive nearly 25 miles each way to go home totest items to make sure they do what the seller (EZ Pawn) said was working.They allegedly sold this item in good faith and I purchased it in good faiththat proper measures had been put in place to sell good merchandise in goodworking order just as I had done the other 8 times. I want my money applied tomy balance of my loan with the highest balance.Upon receipt of Ms. [redacted]’s complaint, I spoke with ourStore Manager at EZPAWN #[redacted] and the District Manager for the area to betterunderstand the situation. Available dataindicates at the time of Ms. [redacted]’s purchase a Product Protection Plan wasoffered and declined. 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 and all itemsare sold in “As-Is” condition. Byoffering our Product Protection Plan (PPP), with applicable purchases, we areable to provide our customers with the option of protecting their investment. Although the PPP was not purchased with the carpet steamerand the item was not returned within 24 hours of purchase, we understand livesare hectic and value Ms. [redacted] as a client. As a result, we would like to offer Ms. [redacted] an exception our companypolicy and allow her return the carpet steamer and receive credit toward herloans as requested. Please contact theStore Manager at ###-###-#### to makearrangements for the return and application of refund.If you have any questions or would like further isinformation, please do not hesitate to contact me directly.With Regards,[redacted]Manager of Regulatory Compliance[redacted]Suite [redacted] Austin, Texas 78746###-###-#### Direct Phone###-###-#### Fax Number[redacted]@ezcorp.com
We are very sorry that we are unable to assist Mr. [redacted] at this time, with these specific items. We value Mr. [redacted] as a customer and would be more than happy to assess any other items that Mr. [redacted] would like to bring in to be appraised for a loan.
We have received your correspondence regarding complaint#[redacted] as filed by consumer, [redacted]. We value and respect all of our customers and work to assure positive interactions with everyone. Upon receipt of [redacted]’s complaint, we immediately conducted extensive research to...
determine whether or not this was an actual customer of ours. Unfortunately, the research that we conducted in our Point of Sale system did not yield a match with this customer’s identifying information (i.e. Name, Phone Number, Date of Birth or Email). Therefore, it is determined that [redacted] is not a customer of ours. If [redacted] could provide us with a loan number or another piece of identifying information such as, date of birth or last four of the social, we would be more than happy to look at this complaint again.
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]
After receiving [redacted]’s rejection to our findings, an additional search was done of our Point of Sale system with the new information provided. The search that was done was for “[redacted]” at all three of our stores located on Nebraska Avenue. Unfortunately, the search did not yield a match. If [redacted] could provide us with her cr and exact address of the location where her transaction took place we would be more than happy to review this once again.
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. The store manager resolved the issue. Thank you and happy holidays!
Regards,
[redacted]
April 27, 2015Re: Complaint ID [redacted]Dear Ms. [redacted]:We have received your correspondence regarding complaint ID [redacted]from EZPAWN customer Gerald [redacted] regarding his transactions with EZPAWN #[redacted](Dept. ID [redacted]) located at [redacted]., Las Vegas, Nevada. Upon receipt of Mr....
[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 to better understand the situation. Our records indicate Mr. [redacted] entered into a pawn transactionfor his laptop, and our Team Member requested Mr. [redacted] provide his password sothat the item offered as collateral – the laptop – could be evaluated todetermine its functionality and so to ensure the laptop would be resalable shouldMr. [redacted] decide not to redeem his loan. The Team Member that conducted the transaction reported Mr. [redacted] didnot provide his password, and instead removed his password. While the laptop was in the possession of ourlocation, at no time did any Team Member attempt to login to Mr. [redacted]s device and/or utilize it in any way. With the removal of a password, although the Operating System will still request a password, the user must simply press “Enter” tomove past the prompt and utilize the device. Mr. [redacted]s statements seem to indicate, uponredemption of his loan; Mr. [redacted] attempted to enter a password, which had beenremoved. It is likely the failed password attempts began a lock-down process within the Operating System. Yet, at no time did Mr. [redacted] contact the locationor request assistance or feedback at any time. With the receipt of his complaint, our Store Manager and theDistrict Manager for the location have repeatedly attempted to contact Mr.Gross to determine if a mutual resolution could be reached, but Mr. [redacted] hasnot accepted or returned any calls to date.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
After extensive research, we are unable to locate the customer in our system of record. If possible, can the customer please provide the name and address of the location where she purchased the TV. This will better assist us in locating the customer. Thank you
Complaint: [redacted]
I am rejecting this response because:
The district manager, Scott Scholler, lied in his response to you. I did not say I would sue for "thousands of dollars "more than the amount of $5,000.00 That is the exact amount in dispute. My ring was not appraised by a jeweler, only by some low paid employee of EZ PAWN. My ring is worth at least $5,000. I was willing to settle for $5.000.00 EZ PAWN wanted to have me find a ring in their inventory for the dollar amount of $2,000. There is a markup for all merchandise, and in particular, pawn shops mark up by at least 300 %. So a ring in their showroom priced at $2,000 is actually approximately a $600. ring, way under value for what my 1.10 Karat ring is worth. They also cannot provide documentation that my ring was in the store all those months that I paid interest on my property, so I want that interest refunded. I estimated that amount, with the $2,000 that they valued my ring at to be $5,000. He was also rude to me, laughed at me in my despair over losing a family ring, and his employees in two different stores stated that this happensite all the time and they lose property all the time. They lie and cheat people and I believe they sold my ring to someone else and made profit on property that wasn't even theirs.
Regards,
[redacted]
June 2, 2015 Re: Complaint ID [redacted] We have received your correspondence regarding complaint ID[redacted] from EZPAWN customer [redacted] regarding her transactions withEZPAWN #[redacted] (Dept ID [redacted]) located at [redacted], Houston, Texas. Upon receipt of Ms....
[redacted]’s complaint, I reviewed allavailable IT system data as well as spoke with our District Manager for EZPAWN#[redacted] to better understand the situation. Available data indicates Ms. [redacted] entered into two pawn loans collateralizedwith tablet devices:Loan NumberTypeDateAmount of LoanAmount of PaymentFuture Due Date[redacted]Loan (Apple)11/1/2014$100.0012/1/2014[redacted]Extend Loan12/31/2014$20.001/1/2015[redacted]Extend Loan1/31/2015$20.002/1/2015[redacted]Extend Loan2/25/2015$20.002/28/2015[redacted]Extend Loan3/31/2015$20.004/30/2015Loan NumberTypeDateAmount of LoanAmount of Payment future Due Date[redacted]Loan (Asus)1/13/2015$100.002/13/2015[redacted]Extend Loan3/14/2015$20.003/14/2015 [redacted]Extend Loan4/14/2015$20.004/14/2015 [redacted]Extend Loan4/30/2015 $9.33 Loan NumberTypeDateAmount of LoanAmount of PaymentFuture Due Date[redacted]Loan (Asus)Although Ms. [redacted] made some payments, on both loans she failed to make an interestpayment 30 days from initiation, and this finance charge remained due evenafter payments were received. When Ms.[redacted] made a small payment on 04/30/2015, it was applied against the most“overdue” item to assure it would not be surrender due to non-payment. At thetime of her payment, Ms. [redacted] was notified by our Team Members of her loanstatuses, but failed to return to the location to provide an interest paymenton Loan #[redacted] and the collateral offered to secure the loan was forfeited asa result of non-payment.Our Store Manager for EZPAWN #[redacted] spoke with Ms. [redacted], and offered to eitherallow Ms. [redacted] to redeem her loan for only the amount due as of 04/30/2015without the accrued interest through that day in May 2015 or to permit Ms.[redacted] to place her tablet in layaway for only what was owed, and thus suspendall interest payments. Ms. [redacted]agreed to accept one of the arrangements offered, but failed to return toEZPAWN #[redacted] to complete the transaction. At this time, Ms. [redacted]’s property is still on hold at EZPAWN #[redacted]. Therefore, in the interest of excellentcustomer service we again extend the previous offer and agree to suspend allinterest payments for 04/30/2015 through 06/01/2015. Please have Ms. [redacted] contact our StoreManager at EZPAWN #[redacted] (###-###-####) to complete the transaction. This offer is valid for ten days from thedate of this letter.If you have any questions or would like further is information, please do not hesitate to contact me directly.With Regards,[redacted]Manager of Regulatory Compliance
We received Ms. [redacted]’s complaint and would like to thank her for contacting us regarding the loan that she took out with EZMONEY Loan Services on 12/22/2012. We are sorry to hear about the issues that she has encountered with a third party debt collector, Allbright...
Consulting. We have reviewed our records and determined that she did originate a loan with EZ, however, after she defaulted on the loan EZ, sold her loan to a third party debt buyer. Therefore, the loan is now owned by the debt buyer and now EZ. Our records show that EZ sold her loan to National credit Adjusters (NCA) on 03/28/2013. NCA subsequently sold the debt to another third party, Delray Capital who then assigned it to Allbright Consulting for collections. NCA has informed us that they contacted Delray Capital and they have since closed out the account. EZ is not associated with Delray Capital or Allbright Consulting. Please be assured that EZ is not a debt collector and does not utilize third party debt collectors to collect on EZ’s behalf. EZ does not engage in the types of practices she alleges and is not the party attempting to make contact with her. EZ also prohibits third party debt buyers from engaging in these types of practices. Tell us why here...
June 10, 2015Re: Complaint ID [redacted]We have received your correspondence regarding the reject ofour response to complaint ID [redacted] from EZPAWN customer [redacted] regardingher transactions with EZPAWN #[redacted] (Dept ID [redacted]) located at [redacted]Drive, Houston, Texas. Alleged in her Revdex.com Complaint rejection:I am rejecting this response because:I am rejecting this response because I have my receipts showing that Iwas not behind on any payments. on april 14,2015 I came in to make a payment onpawn number [redacted]. the person handling the transaction gave me a differentreceipt which he had to write the due date on it. which means that payment wasnot imputed into their system correctly. I have my receipt for this payment. Icame in on May 14,2015 to pay on that pawn as scheduled. it was not overdue.that is wrong. on the 30th of april pawn number [redacted] was supposed to be paidbecause that was the date id was due. there are no excuses for this error. itwas employee number [redacted] who handled the transaction on the 14 of aprilwhen I came in, he must not have documented the payment properly, because thatis what started this whole issue from the looks of things. I vgot the employeenumber from the receipt that I have for that payment, so no I did not fail tomake a payment, your employee failed to put it in the system correctly. theyneed to go back and look on that date and find my payment that I made. also ifim not mistaken, when a customer has a complaint, the district manager issupposed to call me and get my side of the issue to straighten this out. thatdid not happen so there was no execellent customer done on their part. insteadthey went with the lie that the store location told them which was I would paywhatever $66 to get my ipad back in pawn or pay for the layaway, which I didnot agree to. the manager of that store is just covering up the error that wasmade. I noticed also that the payment I made on 5/14/2015 is not even listed inthe response, which indicates that they are hiding this from the districtsupervisor to keep from being in hot water because I have that receipt as well.here are the receipts in question so that the district supervisor can see whatwent wrong. also here is the text message for pawn#[redacted]. the big white paperreceipt given to me on 4/14/2015 and the employee wrote the due date on it. hisemployee in /out number is also on this receipt as proof, that I did notmiss my payment. the store screwed up not me. Our Store Manager for EZPAWN #[redacted]5 spoke with Ms. [redacted], and offered to eitherallow Ms. [redacted] to place her tablet in layaway for a reduced amount, withoutlayaway fees, and thus suspend all interest payments. Ms. [redacted] agreed to accept one of thearrangements offered and was scheduled to return to EZPAWN #[redacted] June 9, 2015to complete the layaway process.If you have any questions or would like further isinformation, please do not hesitate to contact me directly.With Regards,[redacted]Manager of Regulatory Compliance
I am in receipt of your correspondence dated 02/07/2017 regarding case#[redacted] as filed by customer [redacted], in regards to her transaction with EZPAWN Store#[redacted] (Dept. ID [redacted]), located at [redacted]. We value and respect all of our customer and work to assure...
positive interactions with each store visitor. With regards to [redacted]’s complaint, we reached out to the District Manager for additional information on this situation. The District Manager states as follows: “I offered her a cash settlement of $2000 or a replacement ring. She wanted $5000 for pain and suffering, and wanted all her money back for the last year. She agreed to go around to all the pawn shops and look for a ring that matched hers. She said she would do it this weekend and give me a call next week to let me know what she found. Today (02/08/2017) she called me and said that she spoke with an Ex-EZPAWN employee who works at another pawn shop and he told her that we have a 400% mark up on our rings. So she would like the $5000 ring she picked out the other day or $5000 cash. She says that she is going sue us for thousands of dollars above $5000 if we don’t settle. She says she has already put out as much negative press on social media as she can just to let us know she means business. She says she is a nurse and she will continue to tell every patient that comes through that EZPAWN is the worst place to do business with. She admits that her ring is worth $2000, but she wants pain and suffering and back pay for her interest paid. She says she does not believe the ring was at our store for the last year. We have her on video looking at the ring in November 2016, but she says they only flashed it at her and she can’t confirm that was even her ring.” Although we are disappointed we were not able to satisfy [redacted]’s complaint, we feel The Company has offered [redacted] extensive considerations and options, which she has chosen not to accept. No further remediation is available at this time.
September 18, 2015 VIA ONLINE PORTAL Ms. [redacted]DisputeResolution SpecialistRevdex.comCorporate Office1005La Posada DriveAustin,TX 78752 Re: Complaint ID [redacted] Dear Ms. [redacted]: We have received your correspondence regarding complaint ID [redacted]asfiled by customer [redacted]...
[redacted] in regards to his transactions with EZPAWN #10302 Dept ID 01009 located at 5809-AWeber Road, Corpus Christi, Texas 78413. We value and respect all of our customers and work to assure positiveinteractions throughout the buying process. Mr. [redacted] alleges in his Revdex.com Complaint: I purchased a motorcycle helmet at the shop (at Weber Rd.Corpus Christi, TX) and then realized that it was to constricting on my sightand hearing for riding. I called the store and spoke with an employee thatassured me that it would be no problem to return the product for either a fullrefund or store credit, as long as I had the receipt. I work in surgery and itis not always within the same day or next for me to make it to the pawn shop,so I sent my son with the helmet and receipt and told him that I just wantedstore credit not to request a cash refund. He did this and was treated vryrudely by both the employees and the manager. He was told that he was not theone that made the purchase therefore he could not return the product. I managedto make it back to the store 3 days later and explained to the girl that I worksurgery and I was not able to make it in until now, and that I understand thatI may be required to take a store credit, which I was more than willing to do.I was treated very rudely and was told that the only thing they could do was topurchase the product back from me at half of what I paid for it. I told thegirl that she never informed me that I only had 24 hours to return merchandisefor either cash refund or store credit. I have never heard any pawn shop onlyoffering 24 hours return a product. Most pawn shops will only give a refundwithin 24 hours of purchase, but at least will offer store credit afterwards.When I complained, the manager came over and informed me that this was all theywere going to do and that I could either take it or take the product and leave.I paid $ 40.00 for this Helmet and was only given $20.00 as repayment whenreturned. I feel this is not honest business practice and want to go on file ascomplaining against this store for it's shady practices. Upon receipt of Mr. [redacted]’s complaint, I spoke with ourTeam Members at EZPAWN #10302 as well as theDistrict Manager for the area to better understand the situation. As Mr. [redacted] indicated, all returns must be made within 24hours of purchase to receive store credit; no cash refunds are issued. This policy is also provided on transactionreceipts which are provided to the customer. However, we understand that, occasionally, due to life circumstances, acustomer may need a little additional time to return an item. Further, our customers are our firstpriority, and we strive to treat every client that walks through our doors withcourtesy and dignity. We sincerelyapologize to Mr. [redacted] for any employee who failed to maintain thisstandard. Additionally, we are grantingan one time exemption to our 24 hour return policy for Mr. [redacted]. Please have Mr. [redacted] return to EZPAWN#10302 Dept ID 01009 located at 5809-A Weber Road, CorpusChristi, Texas 78413 and he will be issued an additional $20.00 store credit. If you have any questions or would like further information,please do not hesitate to contact me directly. With Regards, [redacted](512) 314-3463 Fax Number[redacted]@ezcorp.com
We have received your correspondence regarding complaint#[redacted] as filed by consumer, [redacted]. We value and respect all of our customers and work to assure positive interactions with everyone. Upon receipt of [redacted]’s complaint, we immediately conducted extensive research to...
determine whether or not this was an actual customer of ours. Unfortunately, the research that was conducted, in our Point of Sale system, did not yield a match with this customer’s identifying information (i.e. Name, Phone Number or Email). Therefore, it is determined that [redacted] is not a customer of ours. If [redacted] could provide us with address of the location where she took out her loan, a loan number, transaction number or a copy of her pawn ticket, we would be more than happy to look at this complaint again.
We have received your correspondence regarding case#[redacted] as filed by customer, [redacted], in regards to her transaction with EZPAWN Store[redacted] (Dept. [redacted]), located at [redacted] We value and respect all of our customers and work to assure positive...
interactions the entire time they are in our stores. Upon receipt of Mr. [redacted] complaint, we reached out to the store as well as the district manager for the area to better understand the situation. The store manager has stated as follows: An extensive amount of time has passed and those transactions are no longer available for viewing in our system of record. We do not have specific information on this customer’s transaction. There are a few transactions that remain in the system of record and are detailed as loan and layaway drops. From what I was able to investigate it seems the items dropped due to nonpayment and were sold and scrapped before customer came in to pay on her transactions. Being able to recover items lost from dropped transactions is not something we are always able to do. We do our best to help customers recover their lost items if possible at the time they come in. All items dropped due to nonpayment on loans or layaways belong to EZPawn and are available for us to sell. I am sorry we are not able to provide more information on these transactions due to the time that has passed.
Complaint: [redacted]
I am rejecting this response because: This are all lies I did never received any calls from any body from that store or any employee ..now the other hand I talk to one of the employee in another store 20 miles from there ... in where i had another lay away for 2 band speakers that I pick up in the same day that I had this incident for $900 dollars ..it was one the employee who advice me not to let this people get away with my money... by way I wont tell you who that employee was but I know that person for about 10 years now.. if the item was damaged they should gave me all my money back or gave me a credit so I can used for another item in the store ..let me tell you I had being a loyal customer of value pawn shop for over 20 years now this is not the first time I have had problems with item from this store this year only I bought 3 laptop , a computer motherboard and guess what ???.. they all were bad item they were return ... if I had received a call the day my item was damage with water that I would not waste my time going over there to pick it up ...they damage my item so is they responsibility to gave me a full refund I did not broke my agreement they did ..
Regards,
[redacted]
May 21, 2015 VIA ONLINE PORTAL Ms. [redacted]Dispute Resolution SpecialistRevdex.com Corporate Office[redacted]Austin, Texas [redacted] Re: Complaint ID [redacted] Dear Ms. [redacted]:We have received your correspondence regarding complaint ID10635152 from EZPAWN customer...
[redacted] regarding his alleged transactionswith EZPAWN. According to his Revdex.com Complaint:I purchased a lawnmower from EZ Pawn Shop on May 7, 2015 for the amount of $90.95. Afterpurchasing the lawn mower it rained for the next five(5) days, so I wasn't ableto use it. On May 13, 2015 I took the lawn mower out the garage and tried tostart it. After several try's it wouldn't start. I then took the lawn mower totwo(2)different Lawn Mower Repair Shops, after getting them checked out bythese 2 shops, they both informed me the coil on the lawn mower was gone out/nogood. I then took the lawn mower back to EZ Pawn Shop on May 13, 2015. Iexplain to the sales rep [redacted] that I was unable to use the lawn mower becausethe lawn mower didn't work and I wanted to exchange it or if I could simply getmy money back. She then told me I had to speak with the manager. The managerwould not even come over to address my issue, he didn't even look up at me. Thesales rep [redacted] explain to the manager how the lawn was not working an I wouldlike a refund. Before she could even finish my story to him, he yelled over herand the customer he was waiting on, an said "Sir there's nothing we cando, you'll have to just accepted this as a lost". I then exited the storeand called the [redacted] Police Department. They sent 2 officer's out. One wentin and one stayed out and talk to me and took my statement an made a report.The officer came out and told me " Sorry about the lawn mower not working,but unfortunately this is there policy and there's nothing to be done, but I'lltake your report an he said to go to small claims court or Revdex.com.Product_Or_Service: Meijer Gas Lawn Mower Upon receipt of Mr. [redacted]’s complaint, I reviewed allavailable IT system data, but was unable to locate a matching customer ortransaction. In general, EZCORP, Inc.policy requires returns be made within 24 hours of purchase for storecredit. As a dealer of second handgoods, items become part of our retail inventory through many avenues, and wesimply cannot attest to a product’s history. By offering our Product Protection Plan (PPP), with applicablepurchases, we are able to provide our customers with the option of protectingtheir investment. In order to fully evaluate Mr. [redacted]’s complaint, pleaseprovide additional information including transaction number, item number, orlocation of transaction.If you have any questions or would like further information,please do not hesitate to contact me directly.With Regards,[redacted]Manager ofRegulatory Compliance[redacted]
[redacted] Direct Phone[redacted]
[redacted] Fax Number[redacted]@ezcorp.comTell us why here...
July 7, 2015 VIA ONLINE PORTAL [redacted]Dispute Resolution SpecialistRevdex.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]Dept ID [redacted] located at 1[redacted] alleges in her Revdex.com Complaint:I was paying on my monthly pawn ticket since last year that Ithought I was paying for all my jewelery tickets at EZ PAWN, but they missedtaking out interest for some of my jewelry and sold it without contacting me. Itrusted them with all my jewelry knowing they are all taken care of every monththat I pay for the interest.They told me they were taking money for ALL my pawntickets with them. I tried starting to redeemed my pawn tickets one at a time.And when I asked for one of my jewelry ticket they said they don't have it. Istill had one ticket with me that I was about to redeem. But they told me theydon't have it anymore because it was already sold. They lied to me costing meover $1200.00 in jewelry. My husband is my witness. The manager was very rudeto me and my husband was with me when I talked to the manager. She said theysold it last year and blamed me for not double checking my paperwork every timeI made a payment. They deceived me by not showing me all the receipt I paidfor. Last time I already lost one jewelry with them. I want full restitution ofall my lost jewelries that they sold without notifying me.Upon receipt of [redacted] complaint, I reviewed all availableIT system data as well as spoke with team members at EZPAWN #[redacted] to betterunderstand the situation. According to our records, in April 2014 [redacted] obtained a loan for $180.00transaction number [redacted]. [redacted] made two interest payments in May2014 and June 2014 on this transaction, but no further payments were receivedfor this loan. Therefore, on August 25,2014 the loan collateral was forfeited into inventory for non-payment. According to our Store Manager,[redacted] has recently begun transacting with the location again, and arriveswith pawn tickets in hand to make interest payments on her loans. Upon attempting to redeem her loans, **.[redacted] requested information on jewelry ite**, and our Store Manger could notlocate any active loans for jewelry ite**. Because of the lapse between the jewelry transactions and the tooltransactions, the jewelry ite** were already dropped form [redacted]’s account anddid not show as active loans needing payment. Therefore, the store was accepting payments on all her activeloans. [redacted] was able to locatethe pawn tickets for the original jewelry loans, but because of the extendedlength of time between item forfeiture and her realization she had overlooked makingpayments on these ite**, the loan collateral had already been sold and was not availablefor [redacted] to purchase. Our StoreManager spent a great deal of time attempting to explain the situation and circu**tancesas well as offered [redacted] a significant discount on any jewelry purchase shewished. We understand and appreciate[redacted]’s frustration with the situation. Each pawn ticket provided to our customers not only carefully explain theter** and conditions of a pawn loan, but display transactional information suchas loan numbers, due dates, and process of item forfeiture fornon-payment. Additionally, all payments receivedare issued a receipt which clearly indicates which ite**/transactions/loans thepayment is being processes against. Atno time did [redacted] state any ite** were missing or funds were not applied. Again, we would like to offer[redacted] a discount on any jewelry ite** she would like to purchase from EZPAWN#[redacted] Dept ID [redacted] located at [redacted]. Please have [redacted] contact the StoreManager directly at [redacted] for more information. If you have any questions or would like further information,please do not hesitate to contact me directly.With Regards,[redacted]Manager ofRegulatory Compliance([redacted]
[redacted] Direct Phone[redacted]
[redacted] Fax Number[redacted]Tell us why here...
Complaint: [redacted]
I am rejecting this response because:
I have the same items I bought from the store also receipt of my previous loan .if I bought the merchandise from the shop why can't I get the same long I got last time on the merchandise.As far as customers service from management to works in this store customer service is nonexistent.talking on your cell phone with a customer in front of you ,asking for corporate number laughing and respond you can find it yourself from the assistant manager that is not valuing your customers that's not caring about the work place or customer.
Regards,
[redacted]
June 8, 2015Re: Complaint ID [redacted]Dear [redacted]:We have received your correspondence regarding complaint ID[redacted] from EZPAWN customer Shelia [redacted] regarding her transactions withEZPAWN #[redacted] (Dept ID [redacted]) located at [redacted] Blvd., Hammond, Indiana. ...
In her Revdex.com Complaint, Ms. [redacted] alleges:I purchased a carpet cleaner (Bissell Proheat 2x)and pickedit up Saturday, May 30, 2015 after putting on a brief layaway. I used itattempted to use it today for the first time after purchasing the appropriatecarpet solution and downloading the users' manual. There is very little waterexpelled to clean the carpet. I purchased the protection plan just in case itwent defective. This is about the 8th item I purchased (i.e. week trimmer,edger, medium snowblower, 3-in-one leaf blower, small freezer, 2 televisions).I have NEVER returned any item or had an issue with it; all other items Ipurchased were from either the Merrillville, IN location or Hammond location.However, this particular item was purchased at the Hammond, IN location. Iwould expect all terms of the the policy be listed on the receipt or posted inthe store. If I am only allowed store credit, then that should be clearlyposted for the PROTECTION PLAN or the store credit be applied to anyoutstanding loans. I happen to have 2 loans outstanding at this location. Ipaid cash, they will still get use of my money; I do not want to get anotherdefective item when they, apparently, did not properly test this item prior toselling for working condition. Otherwise, I would not be in this situation nowwith a non-working carpet cleaner. This was purchased for the sole purpose ofhaving a carpet cleaner at my disposal to use whenever I needed from this pointforward. I do not have time to drive nearly 25 miles each way to go home totest items to make sure they do what the seller (EZ Pawn) said was working.They allegedly sold this item in good faith and I purchased it in good faiththat proper measures had been put in place to sell good merchandise in goodworking order just as I had done the other 8 times. I want my money applied tomy balance of my loan with the highest balance.Upon receipt of Ms. [redacted]’s complaint, I spoke with ourStore Manager at EZPAWN #[redacted] and the District Manager for the area to betterunderstand the situation. Available dataindicates at the time of Ms. [redacted]’s purchase a Product Protection Plan wasoffered and declined. 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 and all itemsare sold in “As-Is” condition. Byoffering our Product Protection Plan (PPP), with applicable purchases, we areable to provide our customers with the option of protecting their investment. Although the PPP was not purchased with the carpet steamerand the item was not returned within 24 hours of purchase, we understand livesare hectic and value Ms. [redacted] as a client. As a result, we would like to offer Ms. [redacted] an exception our companypolicy and allow her return the carpet steamer and receive credit toward herloans as requested. Please contact theStore Manager at ###-###-#### to makearrangements for the return and application of refund.If you have any questions or would like further isinformation, please do not hesitate to contact me directly.With Regards,[redacted]Manager of Regulatory Compliance[redacted]Suite [redacted] Austin, Texas 78746###-###-#### Direct Phone###-###-#### Fax Number[redacted]@ezcorp.com
We are very sorry that we are unable to assist Mr. [redacted] at this time, with these specific items. We value Mr. [redacted] as a customer and would be more than happy to assess any other items that Mr. [redacted] would like to bring in to be appraised for a loan.
We have received your correspondence regarding complaint#[redacted] as filed by consumer, [redacted]. We value and respect all of our customers and work to assure positive interactions with everyone. Upon receipt of [redacted]’s complaint, we immediately conducted extensive research to...
determine whether or not this was an actual customer of ours. Unfortunately, the research that we conducted in our Point of Sale system did not yield a match with this customer’s identifying information (i.e. Name, Phone Number, Date of Birth or Email). Therefore, it is determined that [redacted] is not a customer of ours. If [redacted] could provide us with a loan number or another piece of identifying information such as, date of birth or last four of the social, we would be more than happy to look at this complaint again.
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]
After receiving [redacted]’s rejection to our findings, an additional search was done of our Point of Sale system with the new information provided. The search that was done was for “[redacted]” at all three of our stores located on Nebraska Avenue. Unfortunately, the search did not yield a match. If [redacted] could provide us with her c
r and exact address of the location where her transaction took place we would be more than happy to review this once again.
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. The store manager resolved the issue. Thank you and happy holidays!
Regards,
[redacted]
April 27, 2015Re: Complaint ID [redacted]Dear Ms. [redacted]:We have received your correspondence regarding complaint ID [redacted]from EZPAWN customer Gerald [redacted] regarding his transactions with EZPAWN #[redacted](Dept. ID [redacted]) located at [redacted]., Las Vegas, Nevada. Upon receipt of Mr....
[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 to better understand the situation. Our records indicate Mr. [redacted] entered into a pawn transactionfor his laptop, and our Team Member requested Mr. [redacted] provide his password sothat the item offered as collateral – the laptop – could be evaluated todetermine its functionality and so to ensure the laptop would be resalable shouldMr. [redacted] decide not to redeem his loan. The Team Member that conducted the transaction reported Mr. [redacted] didnot provide his password, and instead removed his password. While the laptop was in the possession of ourlocation, at no time did any Team Member attempt to login to Mr. [redacted]s device and/or utilize it in any way. With the removal of a password, although the Operating System will still request a password, the user must simply press “Enter” tomove past the prompt and utilize the device. Mr. [redacted]s statements seem to indicate, uponredemption of his loan; Mr. [redacted] attempted to enter a password, which had beenremoved. It is likely the failed password attempts began a lock-down process within the Operating System. Yet, at no time did Mr. [redacted] contact the locationor request assistance or feedback at any time. With the receipt of his complaint, our Store Manager and theDistrict Manager for the location have repeatedly attempted to contact Mr.Gross to determine if a mutual resolution could be reached, but Mr. [redacted] hasnot accepted or returned any calls to date.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
After extensive research, we are unable to locate the customer in our system of record. If possible, can the customer please provide the name and address of the location where she purchased the TV. This will better assist us in locating the customer. Thank you
Complaint: [redacted]
I am rejecting this response because:
The district manager, Scott Scholler, lied in his response to you. I did not say I would sue for "thousands of dollars "more than the amount of $5,000.00 That is the exact amount in dispute. My ring was not appraised by a jeweler, only by some low paid employee of EZ PAWN. My ring is worth at least $5,000. I was willing to settle for $5.000.00 EZ PAWN wanted to have me find a ring in their inventory for the dollar amount of $2,000. There is a markup for all merchandise, and in particular, pawn shops mark up by at least 300 %. So a ring in their showroom priced at $2,000 is actually approximately a $600. ring, way under value for what my 1.10 Karat ring is worth. They also cannot provide documentation that my ring was in the store all those months that I paid interest on my property, so I want that interest refunded. I estimated that amount, with the $2,000 that they valued my ring at to be $5,000. He was also rude to me, laughed at me in my despair over losing a family ring, and his employees in two different stores stated that this happensite all the time and they lose property all the time. They lie and cheat people and I believe they sold my ring to someone else and made profit on property that wasn't even theirs.
Regards,
[redacted]
June 2, 2015 Re: Complaint ID [redacted] We have received your correspondence regarding complaint ID[redacted] from EZPAWN customer [redacted] regarding her transactions withEZPAWN #[redacted] (Dept ID [redacted]) located at [redacted], Houston, Texas. Upon receipt of Ms....
[redacted]’s complaint, I reviewed allavailable IT system data as well as spoke with our District Manager for EZPAWN#[redacted] to better understand the situation. Available data indicates Ms. [redacted] entered into two pawn loans collateralizedwith tablet devices:Loan NumberTypeDateAmount of LoanAmount of PaymentFuture Due Date[redacted]Loan (Apple)11/1/2014$100.0012/1/2014[redacted]Extend Loan12/31/2014$20.001/1/2015[redacted]Extend Loan1/31/2015$20.002/1/2015[redacted]Extend Loan2/25/2015$20.002/28/2015[redacted]Extend Loan3/31/2015$20.004/30/2015Loan NumberTypeDateAmount of LoanAmount of Payment future Due Date[redacted]Loan (Asus)1/13/2015$100.002/13/2015[redacted]Extend Loan3/14/2015$20.003/14/2015 [redacted]Extend Loan4/14/2015$20.004/14/2015 [redacted]Extend Loan4/30/2015 $9.33 Loan NumberTypeDateAmount of LoanAmount of PaymentFuture Due Date[redacted]Loan (Asus)Although Ms. [redacted] made some payments, on both loans she failed to make an interestpayment 30 days from initiation, and this finance charge remained due evenafter payments were received. When Ms.[redacted] made a small payment on 04/30/2015, it was applied against the most“overdue” item to assure it would not be surrender due to non-payment. At thetime of her payment, Ms. [redacted] was notified by our Team Members of her loanstatuses, but failed to return to the location to provide an interest paymenton Loan #[redacted] and the collateral offered to secure the loan was forfeited asa result of non-payment.Our Store Manager for EZPAWN #[redacted] spoke with Ms. [redacted], and offered to eitherallow Ms. [redacted] to redeem her loan for only the amount due as of 04/30/2015without the accrued interest through that day in May 2015 or to permit Ms.[redacted] to place her tablet in layaway for only what was owed, and thus suspendall interest payments. Ms. [redacted]agreed to accept one of the arrangements offered, but failed to return toEZPAWN #[redacted] to complete the transaction. At this time, Ms. [redacted]’s property is still on hold at EZPAWN #[redacted]. Therefore, in the interest of excellentcustomer service we again extend the previous offer and agree to suspend allinterest payments for 04/30/2015 through 06/01/2015. Please have Ms. [redacted] contact our StoreManager at EZPAWN #[redacted] (###-###-####) to complete the transaction. This offer is valid for ten days from thedate of this letter.If you have any questions or would like further is information, please do not hesitate to contact me directly.With Regards,[redacted]Manager of Regulatory Compliance
We received Ms. [redacted]’s complaint and would like to thank her for contacting us regarding the loan that she took out with EZMONEY Loan Services on 12/22/2012. We are sorry to hear about the issues that she has encountered with a third party debt collector, Allbright...
Consulting. We have reviewed our records and determined that she did originate a loan with EZ, however, after she defaulted on the loan EZ, sold her loan to a third party debt buyer. Therefore, the loan is now owned by the debt buyer and now EZ. Our records show that EZ sold her loan to National credit Adjusters (NCA) on 03/28/2013. NCA subsequently sold the debt to another third party, Delray Capital who then assigned it to Allbright Consulting for collections. NCA has informed us that they contacted Delray Capital and they have since closed out the account. EZ is not associated with Delray Capital or Allbright Consulting. Please be assured that EZ is not a debt collector and does not utilize third party debt collectors to collect on EZ’s behalf. EZ does not engage in the types of practices she alleges and is not the party attempting to make contact with her. EZ also prohibits third party debt buyers from engaging in these types of practices. Tell us why here...
June 10, 2015Re: Complaint ID [redacted]We have received your correspondence regarding the reject ofour response to complaint ID [redacted] from EZPAWN customer [redacted] regardingher transactions with EZPAWN #[redacted] (Dept ID [redacted]) located at [redacted]Drive, Houston, Texas. Alleged in her Revdex.com Complaint rejection:I am rejecting this response because:I am rejecting this response because I have my receipts showing that Iwas not behind on any payments. on april 14,2015 I came in to make a payment onpawn number [redacted]. the person handling the transaction gave me a differentreceipt which he had to write the due date on it. which means that payment wasnot imputed into their system correctly. I have my receipt for this payment. Icame in on May 14,2015 to pay on that pawn as scheduled. it was not overdue.that is wrong. on the 30th of april pawn number [redacted] was supposed to be paidbecause that was the date id was due. there are no excuses for this error. itwas employee number [redacted] who handled the transaction on the 14 of aprilwhen I came in, he must not have documented the payment properly, because thatis what started this whole issue from the looks of things. I vgot the employeenumber from the receipt that I have for that payment, so no I did not fail tomake a payment, your employee failed to put it in the system correctly. theyneed to go back and look on that date and find my payment that I made. also ifim not mistaken, when a customer has a complaint, the district manager issupposed to call me and get my side of the issue to straighten this out. thatdid not happen so there was no execellent customer done on their part. insteadthey went with the lie that the store location told them which was I would paywhatever $66 to get my ipad back in pawn or pay for the layaway, which I didnot agree to. the manager of that store is just covering up the error that wasmade. I noticed also that the payment I made on 5/14/2015 is not even listed inthe response, which indicates that they are hiding this from the districtsupervisor to keep from being in hot water because I have that receipt as well.here are the receipts in question so that the district supervisor can see whatwent wrong. also here is the text message for pawn#[redacted]. the big white paperreceipt given to me on 4/14/2015 and the employee wrote the due date on it. hisemployee in /out number is also on this receipt as proof, that I did notmiss my payment. the store screwed up not me. Our Store Manager for EZPAWN #[redacted]5 spoke with Ms. [redacted], and offered to eitherallow Ms. [redacted] to place her tablet in layaway for a reduced amount, withoutlayaway fees, and thus suspend all interest payments. Ms. [redacted] agreed to accept one of thearrangements offered and was scheduled to return to EZPAWN #[redacted] June 9, 2015to complete the layaway process.If you have any questions or would like further isinformation, please do not hesitate to contact me directly.With Regards,[redacted]Manager of Regulatory Compliance
I am in receipt of your correspondence dated 02/07/2017 regarding case#[redacted] as filed by customer [redacted], in regards to her transaction with EZPAWN Store#[redacted] (Dept. ID [redacted]), located at [redacted]. We value and respect all of our customer and work to assure...
positive interactions with each store visitor. With regards to [redacted]’s complaint, we reached out to the District Manager for additional information on this situation. The District Manager states as follows: “I offered her a cash settlement of $2000 or a replacement ring. She wanted $5000 for pain and suffering, and wanted all her money back for the last year. She agreed to go around to all the pawn shops and look for a ring that matched hers. She said she would do it this weekend and give me a call next week to let me know what she found. Today (02/08/2017) she called me and said that she spoke with an Ex-EZPAWN employee who works at another pawn shop and he told her that we have a 400% mark up on our rings. So she would like the $5000 ring she picked out the other day or $5000 cash. She says that she is going sue us for thousands of dollars above $5000 if we don’t settle. She says she has already put out as much negative press on social media as she can just to let us know she means business. She says she is a nurse and she will continue to tell every patient that comes through that EZPAWN is the worst place to do business with. She admits that her ring is worth $2000, but she wants pain and suffering and back pay for her interest paid. She says she does not believe the ring was at our store for the last year. We have her on video looking at the ring in November 2016, but she says they only flashed it at her and she can’t confirm that was even her ring.” Although we are disappointed we were not able to satisfy [redacted]’s complaint, we feel The Company has offered [redacted] extensive considerations and options, which she has chosen not to accept. No further remediation is available at this time.
September 18, 2015 VIA ONLINE PORTAL Ms. [redacted]DisputeResolution SpecialistRevdex.comCorporate Office1005La Posada DriveAustin,TX 78752 Re: Complaint ID [redacted] Dear Ms. [redacted]: We have received your correspondence regarding complaint ID [redacted]asfiled by customer [redacted]...
[redacted] in regards to his transactions with EZPAWN #10302 Dept ID 01009 located at 5809-AWeber Road, Corpus Christi, Texas 78413. We value and respect all of our customers and work to assure positiveinteractions throughout the buying process. Mr. [redacted] alleges in his Revdex.com Complaint: I purchased a motorcycle helmet at the shop (at Weber Rd.Corpus Christi, TX) and then realized that it was to constricting on my sightand hearing for riding. I called the store and spoke with an employee thatassured me that it would be no problem to return the product for either a fullrefund or store credit, as long as I had the receipt. I work in surgery and itis not always within the same day or next for me to make it to the pawn shop,so I sent my son with the helmet and receipt and told him that I just wantedstore credit not to request a cash refund. He did this and was treated vryrudely by both the employees and the manager. He was told that he was not theone that made the purchase therefore he could not return the product. I managedto make it back to the store 3 days later and explained to the girl that I worksurgery and I was not able to make it in until now, and that I understand thatI may be required to take a store credit, which I was more than willing to do.I was treated very rudely and was told that the only thing they could do was topurchase the product back from me at half of what I paid for it. I told thegirl that she never informed me that I only had 24 hours to return merchandisefor either cash refund or store credit. I have never heard any pawn shop onlyoffering 24 hours return a product. Most pawn shops will only give a refundwithin 24 hours of purchase, but at least will offer store credit afterwards.When I complained, the manager came over and informed me that this was all theywere going to do and that I could either take it or take the product and leave.I paid $ 40.00 for this Helmet and was only given $20.00 as repayment whenreturned. I feel this is not honest business practice and want to go on file ascomplaining against this store for it's shady practices. Upon receipt of Mr. [redacted]’s complaint, I spoke with ourTeam Members at EZPAWN #10302 as well as theDistrict Manager for the area to better understand the situation. As Mr. [redacted] indicated, all returns must be made within 24hours of purchase to receive store credit; no cash refunds are issued. This policy is also provided on transactionreceipts which are provided to the customer. However, we understand that, occasionally, due to life circumstances, acustomer may need a little additional time to return an item. Further, our customers are our firstpriority, and we strive to treat every client that walks through our doors withcourtesy and dignity. We sincerelyapologize to Mr. [redacted] for any employee who failed to maintain thisstandard. Additionally, we are grantingan one time exemption to our 24 hour return policy for Mr. [redacted]. Please have Mr. [redacted] return to EZPAWN#10302 Dept ID 01009 located at 5809-A Weber Road, CorpusChristi, Texas 78413 and he will be issued an additional $20.00 store credit. If you have any questions or would like further information,please do not hesitate to contact me directly. With Regards, [redacted](512) 314-3463 Fax Number[redacted]@ezcorp.com
We have received your correspondence regarding complaint#[redacted] as filed by consumer, [redacted]. We value and respect all of our customers and work to assure positive interactions with everyone. Upon receipt of [redacted]’s complaint, we immediately conducted extensive research to...
determine whether or not this was an actual customer of ours. Unfortunately, the research that was conducted, in our Point of Sale system, did not yield a match with this customer’s identifying information (i.e. Name, Phone Number or Email). Therefore, it is determined that [redacted] is not a customer of ours. If [redacted] could provide us with address of the location where she took out her loan, a loan number, transaction number or a copy of her pawn ticket, we would be more than happy to look at this complaint again.
We have received your correspondence regarding case#[redacted] as filed by customer, [redacted], in regards to her transaction with EZPAWN Store[redacted] (Dept. [redacted]), located at [redacted] We value and respect all of our customers and work to assure positive...
interactions the entire time they are in our stores. Upon receipt of Mr. [redacted] complaint, we reached out to the store as well as the district manager for the area to better understand the situation. The store manager has stated as follows: An extensive amount of time has passed and those transactions are no longer available for viewing in our system of record. We do not have specific information on this customer’s transaction. There are a few transactions that remain in the system of record and are detailed as loan and layaway drops. From what I was able to investigate it seems the items dropped due to nonpayment and were sold and scrapped before customer came in to pay on her transactions. Being able to recover items lost from dropped transactions is not something we are always able to do. We do our best to help customers recover their lost items if possible at the time they come in. All items dropped due to nonpayment on loans or layaways belong to EZPawn and are available for us to sell. I am sorry we are not able to provide more information on these transactions due to the time that has passed.
Complaint: [redacted]
I am rejecting this response because: This are all lies I did never received any calls from any body from that store or any employee ..now the other hand I talk to one of the employee in another store 20 miles from there ... in where i had another lay away for 2 band speakers that I pick up in the same day that I had this incident for $900 dollars ..it was one the employee who advice me not to let this people get away with my money... by way I wont tell you who that employee was but I know that person for about 10 years now.. if the item was damaged they should gave me all my money back or gave me a credit so I can used for another item in the store ..let me tell you I had being a loyal customer of value pawn shop for over 20 years now this is not the first time I have had problems with item from this store this year only I bought 3 laptop , a computer motherboard and guess what ???.. they all were bad item they were return ... if I had received a call the day my item was damage with water that I would not waste my time going over there to pick it up ...they damage my item so is they responsibility to gave me a full refund I did not broke my agreement they did ..
Regards,
[redacted]
May 21, 2015 VIA ONLINE PORTAL Ms. [redacted]Dispute Resolution SpecialistRevdex.com Corporate Office[redacted]Austin, Texas [redacted] Re: Complaint ID [redacted] Dear Ms. [redacted]:We have received your correspondence regarding complaint ID10635152 from EZPAWN customer...
[redacted] regarding his alleged transactionswith EZPAWN. According to his Revdex.com Complaint:I purchased a lawnmower from EZ Pawn Shop on May 7, 2015 for the amount of $90.95. Afterpurchasing the lawn mower it rained for the next five(5) days, so I wasn't ableto use it. On May 13, 2015 I took the lawn mower out the garage and tried tostart it. After several try's it wouldn't start. I then took the lawn mower totwo(2)different Lawn Mower Repair Shops, after getting them checked out bythese 2 shops, they both informed me the coil on the lawn mower was gone out/nogood. I then took the lawn mower back to EZ Pawn Shop on May 13, 2015. Iexplain to the sales rep [redacted] that I was unable to use the lawn mower becausethe lawn mower didn't work and I wanted to exchange it or if I could simply getmy money back. She then told me I had to speak with the manager. The managerwould not even come over to address my issue, he didn't even look up at me. Thesales rep [redacted] explain to the manager how the lawn was not working an I wouldlike a refund. Before she could even finish my story to him, he yelled over herand the customer he was waiting on, an said "Sir there's nothing we cando, you'll have to just accepted this as a lost". I then exited the storeand called the [redacted] Police Department. They sent 2 officer's out. One wentin and one stayed out and talk to me and took my statement an made a report.The officer came out and told me " Sorry about the lawn mower not working,but unfortunately this is there policy and there's nothing to be done, but I'lltake your report an he said to go to small claims court or Revdex.com.Product_Or_Service: Meijer Gas Lawn Mower Upon receipt of Mr. [redacted]’s complaint, I reviewed allavailable IT system data, but was unable to locate a matching customer ortransaction. In general, EZCORP, Inc.policy requires returns be made within 24 hours of purchase for storecredit. As a dealer of second handgoods, items become part of our retail inventory through many avenues, and wesimply cannot attest to a product’s history. By offering our Product Protection Plan (PPP), with applicablepurchases, we are able to provide our customers with the option of protectingtheir investment. In order to fully evaluate Mr. [redacted]’s complaint, pleaseprovide additional information including transaction number, item number, orlocation of transaction.If you have any questions or would like further information,please do not hesitate to contact me directly.With Regards,[redacted]Manager ofRegulatory Compliance[redacted]
[redacted] Direct Phone[redacted]
[redacted] Fax Number[redacted]@ezcorp.comTell us why here...
July 7, 2015 VIA ONLINE PORTAL [redacted]Dispute Resolution SpecialistRevdex.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]Dept ID [redacted] located at 1[redacted] alleges in her Revdex.com Complaint:I was paying on my monthly pawn ticket since last year that Ithought I was paying for all my jewelery tickets at EZ PAWN, but they missedtaking out interest for some of my jewelry and sold it without contacting me. Itrusted them with all my jewelry knowing they are all taken care of every monththat I pay for the interest.They told me they were taking money for ALL my pawntickets with them. I tried starting to redeemed my pawn tickets one at a time.And when I asked for one of my jewelry ticket they said they don't have it. Istill had one ticket with me that I was about to redeem. But they told me theydon't have it anymore because it was already sold. They lied to me costing meover $1200.00 in jewelry. My husband is my witness. The manager was very rudeto me and my husband was with me when I talked to the manager. She said theysold it last year and blamed me for not double checking my paperwork every timeI made a payment. They deceived me by not showing me all the receipt I paidfor. Last time I already lost one jewelry with them. I want full restitution ofall my lost jewelries that they sold without notifying me.Upon receipt of [redacted] complaint, I reviewed all availableIT system data as well as spoke with team members at EZPAWN #[redacted] to betterunderstand the situation. According to our records, in April 2014 [redacted] obtained a loan for $180.00transaction number [redacted]. [redacted] made two interest payments in May2014 and June 2014 on this transaction, but no further payments were receivedfor this loan. Therefore, on August 25,2014 the loan collateral was forfeited into inventory for non-payment. According to our Store Manager,[redacted] has recently begun transacting with the location again, and arriveswith pawn tickets in hand to make interest payments on her loans. Upon attempting to redeem her loans, **.[redacted] requested information on jewelry ite**, and our Store Manger could notlocate any active loans for jewelry ite**. Because of the lapse between the jewelry transactions and the tooltransactions, the jewelry ite** were already dropped form [redacted]’s account anddid not show as active loans needing payment. Therefore, the store was accepting payments on all her activeloans. [redacted] was able to locatethe pawn tickets for the original jewelry loans, but because of the extendedlength of time between item forfeiture and her realization she had overlooked makingpayments on these ite**, the loan collateral had already been sold and was not availablefor [redacted] to purchase. Our StoreManager spent a great deal of time attempting to explain the situation and circu**tancesas well as offered [redacted] a significant discount on any jewelry purchase shewished. We understand and appreciate[redacted]’s frustration with the situation. Each pawn ticket provided to our customers not only carefully explain theter** and conditions of a pawn loan, but display transactional information suchas loan numbers, due dates, and process of item forfeiture fornon-payment. Additionally, all payments receivedare issued a receipt which clearly indicates which ite**/transactions/loans thepayment is being processes against. Atno time did [redacted] state any ite** were missing or funds were not applied. Again, we would like to offer[redacted] a discount on any jewelry ite** she would like to purchase from EZPAWN#[redacted] Dept ID [redacted] located at [redacted]. Please have [redacted] contact the StoreManager directly at [redacted] for more information. If you have any questions or would like further information,please do not hesitate to contact me directly.With Regards,[redacted]Manager ofRegulatory Compliance([redacted]
[redacted] Direct Phone[redacted]
[redacted] Fax Number[redacted]Tell us why here...
Complaint: [redacted]
I am rejecting this response because:
I have the same items I bought from the store also receipt of my previous loan .if I bought the merchandise from the shop why can't I get the same long I got last time on the merchandise.As far as customers service from management to works in this store customer service is nonexistent.talking on your cell phone with a customer in front of you ,asking for corporate number laughing and respond you can find it yourself from the assistant manager that is not valuing your customers that's not caring about the work place or customer.
Regards,
[redacted]