Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/08/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Greetings. On 10/10/2022 I entered HDZ Loans and Jewelry Pawn Shop to retrieve my pawned items. Both items were past due. When I handed **** the clerk my pawn ticket, I noticed that I was being charged $5.00 for a lost pawn ticket. When I mentioned that I just presented such ticket, I was refunded the $5.00. I then noticed that I was being charged $5.00 for a service fee and when I inquired about that, I was told that fee was for a Certified Letter that was sent to me to remind me of my past due item. I stated to Marco the owner that I did not ever receive a Certified Letter. Marco then stated to me that the letter is in the post office and that there isn't anything that he can do. ****, his assistant, handed me a list of over 200 names that he said the business has sent out such letters to. This business is charging a fee for services that are not being rendered or delivered.

  Business Response

  Date: 11/10/2022

  Good Afternoon,

  Lets address the real problem that the customer has which is the charge for the Notice that we send out when a Pawn item has gone passed its due date. As the contract states " NOTIFICATION FEE: Up to $5.00 may be charged for notification of the expiration of any pawned item, in addition to any other allowed charges. CFC 21201.2." So what we do is every week we send out those notification to customers that have past due Pawns. What we have to prove is that we actually mailed out the notice to the customers, so we use a form called PS Form 3877 and what the Post office does is check the list and make sure that all the notices that our on the list our the ones being mailed out. So, the customer thinks it a certificate of mailing which is not what we do. All it is, is the Post Office confirming that I mailed out the notices that our stated in the list. We could actually charge 5.00 Dollars per pawn. So, if you have let say 5 pawns that our due, the law is set up in a way that we could charge for each pawn 5 dollars but we have it set in a way that for your 5 pawns they get grouped in the notice and only charge $5.00 dollars for all 5 pawns instead of charging $25 for all 5 pawns. So to recap, The Notice we send out is not a Certificate of Mailing like the green cards in the post office, its a form we use to prove that we send out the notice and the post office just verifies that we actually send them out. One last thing, the customer forgot to mention the other times when we waivered of some late fees and discounted on interest. Like the old saying goes " No good deed goes unpunished" and that is on me for offering discount and removing late fees.

  If you have further questions or concerns feel free to reach out.

  Thank You,

  ***** ******

  Customer Answer

  Date: 11/14/2022

  I patently reject Mr. Garcia's assertion that he is following USPS's procedures for notifying customers of loans that have lapsed or are overdue for an extension.  PS Form 3877 is a bulk mailing procedure used to send out a multitude of Certified Letters or some sort of notification to a customer, notifying them that their loan must be cured or attention paid to such. Herein lies the problem with Mr. Garcia's fraudulent practice:  Letters or notifications are not EVER sent out or received by his customers who are being charged the $5.00 for a "service" fee. If such notifications were ever sent out, then why haven't I received at least one of the two letters that I was charged for?  What kind of system is Mr. Garcia employing? Obviously, a shell game of some sort where some sort of official looking statement is stamped from some sort of p.o., showing proof of service.  Upon contacting the USPS and asking them if the reference number that he is printing on his papers are actual Certified Letter numbers, the response was a resounding no! Mr. Garcia, stop your practice of charging customers for mail services that they are not receiving, which according to the USPS, is mail fraud.  Thank you!