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]
Complaint: [redacted] I am rejecting this response because:my name is [redacted] ***- [redacted] I do have my receipt and the label that's put on the item in question Regards, [redacted] ***
June 2, Re: Complaint ID [redacted] We have received your correspondence regarding complaint ID [redacted] from EZPAWN customer [redacted] regarding her transactions withEZPAWN # [redacted] (Dept ID ***) 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 situationAvailable 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/[redacted] Extend Loan12/31/2014$20.001/1/[redacted] Extend Loan1/31/2015$20.002/1/[redacted] Extend Loan2/25/2015$20.002/28/[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/[redacted] Extend Loan3/14/2015$20.003/14/ [redacted] Extend Loan4/14/2015$20.004/14/ [redacted] Extend Loan4/30/$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 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-paymentAt 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 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 transactionAt this time, Ms [redacted] ’s property is still on hold at EZPAWN #*** Therefore, in the interest of excellentcustomer service we again extend the previous offer and agree to suspend allinterest payments for 04/30/through 06/01/ 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
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 miles from there in where I had another lay away for band speakers that I pick up in the same day that I had this incident for $dollars ..it was one the employee who advice me not to let this people get away with my moneyby way I wont tell you who that employee was but I know that person for about years nowif 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 years now this is not the first time I have had problems with item from this store this year only I bought 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]
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]
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 #***(Dept. ID ***) 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 #***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
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 #***(DeptID ***) located at [redacted] Bastrop, Texas.Upon receipt of Mr [redacted] ’s complaint, I reviewed allavailable IT system data as well as spoke with team members at EZPAWN #***and the District Manager for the area to better understand the situation The firearm Mr [redacted] placed on layaway was mistakenlyplaced for retail sale The firearm was not eligible for sale at the time or at this location; our Team Members made anerror by placing a handful firearms onto the retail floor Once the mistake was recognized, our StoreManger immediately contacted Mr [redacted] to explain the situation and offerresolutions.In consideration for the frustration and inconveniencecaused by our Team Members’ error, Mr [redacted] was offered a forty-percentdiscount off another rifle available in inventory and provided a gun case freeof charge While we understand Mr[redacted] ’s disappointment, we believe Mr [redacted] is pleased with the resolution.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
Complaint: [redacted] ii called the main office the distric mgr said they would try to recover my stuff at another store they could no rrcovery my stuff that manger was angie store mgr she wss very nice,it wint go online ,has a crack on the top ,and all my info was erased and according to your RM it was put on the floor times and no one ever told me and still kept talking my every month I am rejecting this response because: Regards, [redacted] ***
We have received your correspondence regarding complaint# [redacted] as filed by consumer, [redacted] ***, in regards to her transactionWe value and respect all of our customers and work to assure positive interactions with everyone who walks into our stores Upon receipt of Ms [redacted] complaint, we immediately conducted extensive research to determine whether or not this was an actual customer of oursUnfortunately, the research that we conducted in our Point of Sale system did not yield a match with this customer’s identifying information (i.eName, Phone Number or Email)Therefore, it is determined that MsCarr is not a customer of ours If Ms [redacted] could provide us with a transaction number or a copy of her transaction ticket where she placed the layaway we would be more than happy to look at this complaint again
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,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,I was willing to settle for $EZ PAWN wanted to have me find a ring in their inventory for the dollar amount of $2,There is a markup for all merchandise, and in particular, pawn shops mark up by at least %So a ring in their showroom priced at $2,is actually approximately a $ring, way under value for what my Karat ring is worthThey 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 refundedI estimated that amount, with the $2,that they valued my ring at to be $5,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 timeThey 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 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 ***) 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, after putting on a brief layawayI used itattempted to use it today for the first time after purchasing the appropriatecarpet solution and downloading the users' manualThere is very little waterexpelled to clean the carpetI purchased the protection plan just in case itwent defectiveThis is about the 8th item I purchased (i.eweek trimmer,edger, medium snowblower, 3-in-one leaf blower, small freezer, 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 locationIwould expect all terms of the the policy be listed on the receipt or posted inthe storeIf I am only allowed store credit, then that should be clearlyposted for the PROTECTION PLAN or the store credit be applied to anyoutstanding loansI happen to have loans outstanding at this locationIpaid 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 conditionOtherwise, I would not be in this situation nowwith a non-working carpet cleanerThis was purchased for the sole purpose ofhaving a carpet cleaner at my disposal to use whenever I needed from this pointforwardI do not have time to drive nearly 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 timesI 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 declinedEZCORP, Incpolicy requires returns be made within 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 hours of purchase, we understand livesare hectic and value Ms [redacted] as a clientAs 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
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]
Complaint: [redacted] I am rejecting this response because:my name is [redacted] ***- [redacted] I do have my receipt and the label that's put on the item in question Regards, [redacted] ***
June 2, Re: Complaint ID [redacted] We have received your correspondence regarding complaint ID [redacted] from EZPAWN customer [redacted] regarding her transactions withEZPAWN # [redacted] (Dept ID ***) 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 situationAvailable 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/[redacted] Extend Loan12/31/2014$20.001/1/[redacted] Extend Loan1/31/2015$20.002/1/[redacted] Extend Loan2/25/2015$20.002/28/[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/[redacted] Extend Loan3/14/2015$20.003/14/ [redacted] Extend Loan4/14/2015$20.004/14/ [redacted] Extend Loan4/30/$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 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-paymentAt 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 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 transactionAt this time, Ms [redacted] ’s property is still on hold at EZPAWN #*** Therefore, in the interest of excellentcustomer service we again extend the previous offer and agree to suspend allinterest payments for 04/30/through 06/01/ 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
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 miles from there in where I had another lay away for band speakers that I pick up in the same day that I had this incident for $dollars ..it was one the employee who advice me not to let this people get away with my moneyby way I wont tell you who that employee was but I know that person for about years nowif 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 years now this is not the first time I have had problems with item from this store this year only I bought 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]
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]
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 #***(Dept. ID ***) 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 #***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
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 #***(DeptID ***) located at [redacted] Bastrop, Texas.Upon receipt of Mr [redacted] ’s complaint, I reviewed allavailable IT system data as well as spoke with team members at EZPAWN #***and the District Manager for the area to better understand the situation The firearm Mr [redacted] placed on layaway was mistakenlyplaced for retail sale The firearm was not eligible for sale at the time or at this location; our Team Members made anerror by placing a handful firearms onto the retail floor Once the mistake was recognized, our StoreManger immediately contacted Mr [redacted] to explain the situation and offerresolutions.In consideration for the frustration and inconveniencecaused by our Team Members’ error, Mr [redacted] was offered a forty-percentdiscount off another rifle available in inventory and provided a gun case freeof charge While we understand Mr[redacted] ’s disappointment, we believe Mr [redacted] is pleased with the resolution.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
Complaint: [redacted] ii called the main office the distric mgr said they would try to recover my stuff at another store they could no rrcovery my stuff that manger was angie store mgr she wss very nice,it wint go online ,has a crack on the top ,and all my info was erased and according to your RM it was put on the floor times and no one ever told me and still kept talking my every month I am rejecting this response because: Regards, [redacted] ***
We have received your correspondence regarding complaint# [redacted] as filed by consumer, [redacted] ***, in regards to her transactionWe value and respect all of our customers and work to assure positive interactions with everyone who walks into our stores Upon receipt of Ms [redacted] complaint, we immediately conducted extensive research to determine whether or not this was an actual customer of oursUnfortunately, the research that we conducted in our Point of Sale system did not yield a match with this customer’s identifying information (i.eName, Phone Number or Email)Therefore, it is determined that MsCarr is not a customer of ours If Ms [redacted] could provide us with a transaction number or a copy of her transaction ticket where she placed the layaway we would be more than happy to look at this complaint again
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,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,I was willing to settle for $EZ PAWN wanted to have me find a ring in their inventory for the dollar amount of $2,There is a markup for all merchandise, and in particular, pawn shops mark up by at least %So a ring in their showroom priced at $2,is actually approximately a $ring, way under value for what my Karat ring is worthThey 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 refundedI estimated that amount, with the $2,that they valued my ring at to be $5,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 timeThey 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 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 ***) 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, after putting on a brief layawayI used itattempted to use it today for the first time after purchasing the appropriatecarpet solution and downloading the users' manualThere is very little waterexpelled to clean the carpetI purchased the protection plan just in case itwent defectiveThis is about the 8th item I purchased (i.eweek trimmer,edger, medium snowblower, 3-in-one leaf blower, small freezer, 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 locationIwould expect all terms of the the policy be listed on the receipt or posted inthe storeIf I am only allowed store credit, then that should be clearlyposted for the PROTECTION PLAN or the store credit be applied to anyoutstanding loansI happen to have loans outstanding at this locationIpaid 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 conditionOtherwise, I would not be in this situation nowwith a non-working carpet cleanerThis was purchased for the sole purpose ofhaving a carpet cleaner at my disposal to use whenever I needed from this pointforwardI do not have time to drive nearly 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 timesI 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 declinedEZCORP, Incpolicy requires returns be made within 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 hours of purchase, we understand livesare hectic and value Ms [redacted] as a clientAs 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