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:04/01/2024

  Type:Billing 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.

  I believe that my items held by a pawnshop and there was in previously there east location were redeemed prematurely.

  there were payments that came out of my account and payments applied on the ledger.

  The address was given to them to be updated countless time and I have proof yet they still sent notices to Mansfield which is not in accordance with the law.

  I attempted many times to try to work things out because these are important heirloom item.

  I am waiting on state complaint, but they are backlogged. The last response I received from them was theory written in a threatening manner. I’m basically took no accountability, or any attention to the discrepancies that pointed out with the reasoning being that they had an inspection in September, so that means that I automatically am lying according to them.
  

  They misrepresented the entire situation to the state I tried to engage with them I was blocked. I told him that if I couldn’t get any resolution that I had to go up the proper chain of Comand in which they alleged extortion however they meet all the criteria for the allegation.

  Despite being told multiple times that I lived in Reynoldsburg and providing them with the address by writing they chose to continue to still send me the ledger which I haven’t been back since August 2022.

  
  I was told that I had no interest in the items, and that I was just using social media means to extort their business bad publicity however, there has been no evidence of this assertion. To be clear., If I wanted to tell my story on social media, or any of the reviews and things of that sort, I have protected by my first amendment right to do so that is in no way defamatory or related to extortion. Now representing false accusations to a third party, in this case the state, qualifies.
  

  Business Response

  Date: 04/05/2024

  This issue was resolved already by the OHIO Department Of Commerce Financial institutions in our favor... However, I will include the letter that was summited to the licensing authorities 

  Subject: Rebuttal to Unfounded Allegations by Ms. ******* ****
  
  To Whom It May Concern,

  This letter is drafted to address the claims made by Ms. ******* **** against Ace Pawn Shop with a focus on factual accuracy and adherence to legal standards. The allegations by Ms. **** lack evidentiary support and consist of unfounded threats and accusations. The approach taken, which involves the strategic leveraging of social media for negative publicity, suggests an underlying motive that diverges from seeking an amicable resolution and resembles extortion.
  

  It is critical to clarify that Ms. ****'s portrayal of our business operations is not only inaccurate but also neglects the basic principle of contractual obligations that necessitate mutual compliance. Ms. ****'s failure to fulfill her financial commitments is at the heart of this dispute.
  

  Our compliance with regulatory standards has been recently validated by the Department of Commerce review, dated September 05, 2023, which found zero major infractions in our procedures or records, including those pertaining to A Brice Pawn Shop. This fact directly challenges the credibility of Ms. ****'s assertions.
  

  Ms. ****'s conduct during her last visit (09/30/2023) to Ace Pawn Shop was disruptive and did not yield any evidence to support her claims. The subsequent communication, a text message sent on 10/12/2023, did not suffice as proper evidence submission. The claim of prepayment by Ms. **** is not substantiated by our comprehensive records.
  

  Moreover, her claim regarding an address change holds no legal relevance in the absence of a formal notification process being initiated by her.
  

  All payments from Ms. **** have been accurately recorded. The "evidence" she references has not been formally presented, thereby rendering her allegations baseless. We have extended courtesies beyond our contractual obligations, which have been misconstrued by Ms. ****.
  

  Notwithstanding her claims of being silenced, Ms. **** was informed about the consequences of non-payment in compliance with our standard communication procedures (Notices Included in the Attached Doc.). To date, no satisfactory evidence has been provided by Ms. **** to substantiate her claims, even though it was “supposed” to be provided on the 30th of September.
  

  The alleged intent by Ms. **** to visit our establishment has not materialized since September 30, 2023. Instead, we have documented threats to our business operations, as evidenced by the enclosed text message transcript.

  Please be advised that our correspondence with Ms. ******* **** has been conducted with the utmost diligence and is substantiated by the enclosed documentation, including certified mail
  receipts and relevant Pawn Shop Notices. The compilation of this comprehensive response has necessitated a significant allocation of our resources, which we believe underscores our dedication to resolving this matter in a manner consistent with our commitment to maintaining the highest standards of service and operational excellence.

  It is our anticipation that the detailed contents of this letter will elucidate the facts of the situation, thereby dispelling any doubts and reasserting the unassailable integrity of Ace Pawn Shop. For additional clarifications or inquiries, we welcome your prompt communication.

  Sincerely,
  RJ

  Ace Pawn Shop

  Customer Answer

  Date: 04/15/2024

  I am rejecting this response because: There is a lot of misinformation.

  I would like to address several additional concerns regarding the handling of this matter by ACE and A Brice Pawnshop:
  

  The state had incorrect contact information for me and was missing my part for the claim I made. However, this issue is being addressed currently. The lack of communication regarding this discrepancy has further complicated the resolution process.
  There was no leveraging of social media, and there is no proof of such actions. Any future use of social media would be done in accordance with my First Amendment rights. Any assertion to the contrary in your communication is misleading and potentially damaging to my reputation. I want the stuff back because it meant the world to me even though in your words, you didn't give a an F About it. I was in the situation because my mother died and I left a horrible situation If that is the case, why are you not working towards resolution, and returning me my items
  The assertion in your letter that I never visited the shop after September 30 is inaccurate. I communicated my intention to visit on October 1 with money in hand, and my son was brought to me at the shop, providing a witness to that date. This misinformation calls into question the accuracy and discriminatory inclination of the information presented in your letter.
  The tone of the communication, particularly the mention of disruptive behavior, is misleading. I was upset, not disruptive, and remained respectful despite encountering hostility from your staff. Any characterization of my behavior as disruptive is unfounded and potentially defamatory.
  Certain details, such as the arrangement to return the following Saturday and my attempts to reschedule due to illness, were omitted from your letter, which raises concerns about transparency. The selective presentation of information creates an incomplete and biased narrative of the events in question.
  The terms of the contract were invalidated and waived, particularly with regards to payment arrangements and interest rates, which is a key point in this dispute. Any attempt to enforce the terms of the contract without acknowledging this waiver would be unjust and legally questionable.
  The failure to maintain accurate records, including missing payments and misapplication of funds, further complicates this matter and violates Ohio Revised Code sections 4727.04 and 4727.06. The discrepancies in the ledger raise serious concerns about the integrity of your business practices.
  I have a witness to a payment and a partial receipt made on my behalf in October 28 that is absent on my ledger
  Despite my efforts to update my address and communicate with your establishment, verbally and through text November and March notices were sent to the wrong address, preventing me from addressing the issue in a timely manner. The failure to update contact information and provide adequate notice is a violation of Ohio Revised Code section 4721.10 and demonstrates negligence on your part.
  Every attempt to communicate and resolve this issue amicably was met with silence or obstruction, leaving me with no choice but to seek assistance from relevant regulatory bodies. The lack of cooperation and responsiveness from your establishment has prolonged this dispute unnecessarily and undermined any trust or goodwill that previously existed between us.
  You will be be hearing back from the state and also from the CFPB and the OCRC.
  I believe that a fair and respectful resolution to this matter is achievable, and I am committed to working towards that end. I hope that we can find a satisfactory solution that ensures the return of my items and restores trust in our business relationship.
  Thank you for your attention to this matter. I look forward to your prompt response and resolution.

• Initial Complaint

  Date:03/11/2024

  Type:Customer Service 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.

  I had put 2 gold necklaces in layaway at ace pawn shop the total was $175 I put $80 down a remaining balance of $95 was left . I had attempted to get my layaway out and the doors were locked a sign said be back in 20 min out to lunch not sure of what time they left for lunch I sat in the parking lot for an hour and a half no one showed up , I tried calling mail box was full .
  Went back march 9 2024 he told me I lost my things( even though it was a layaway not a pawn ) and he would not refund the money I had paid.
  So I got nothing and he kept the $80 I paid on the layaway.
  Initially the 2 necklaces were pawned at * ***** **** **** **** **** ********** **** ************ ** ***** when I tried to get them out of pawn there was a sign on the door saying they had moved to **** **** ***** ** ******** **** ***** not only had they moved but also changed the name of the pawn shop I had tried calling repeatedly and it would go straight to voice mail when I went to Ace pawn shop I was told I lost my necklaces because to much time had passed even though I had tried to contact them and got no answer , so I found my necklaces in the case to be sold and this time I put them in layaway essentially buying my necklaces back.
  I tried to get them out of layaway January 8, 2024 but the doors were locked and Noone answered the phone .I tried to get my necklaces March 9, 2024 and he said I lost them again and he would not give me back the money that I had put on the layaway. He also said I was lying about coming there in January I tried to show him the picture I took of the door proving I was there and he walked away refusing to refund my money or give me my necklaces

  Business Response

  Date: 03/24/2024

  To whom it may concern,
  The layaway policy at our establishment adheres to a structured schedule denoted as 10/10/10, which entails a payment of 10% of the total cost per month over a span of 10 months. It is explicitly stipulated within our layaway program that failure to make consecutive payments for two months results in forfeiture of the arrangement. However, we often extend additional leniency, as was the case in this instance.
  The terms of the layaway program are conspicuously posted and mutually agreed upon by both parties at the time of signing, with an understanding that adherence to the outlined rules is imperative. In the event of non-payment for two consecutive months, the participant forfeits their layaway agreement.
  The client in question had previously lost possession of her items due to non-payment of her original pawn loan. Upon her return, we endeavored to assist her in recovering her belongings by offering a substantial discount and facilitating a layaway arrangement. Despite these efforts, **** ***** failed to fulfill her obligations.
  On November 4, 2023, *** ***** initiated a layaway agreement by making an initial payment of $80.00, leaving a remaining balance of $95.00. Subsequently, she asserts that her next visit occurred on March 9, 2024, indicating a lapse of 126 days, equivalent to 4 months and 4/5 days.
  *** ******* claim that she was unable to visit our establishment due to purported closures is unsubstantiated and irrelevant, as our policy affords ample time for customers to fulfill their obligations. Such assertions appear baseless and lack credibility.
  Our policy is unambiguous, and we made concerted efforts to accommodate *** ***** on two separate occasions, both of which were met with failure on her part.
  Sincerely,
  ** ******
  Manager
  ************
  ******************

  Customer Answer

  Date: 04/02/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I had attempted to make payments during business hours sign on door said "out to lunch be back 20 min" I waited several hours .... I had attempted to call numerous times to have my calls sent to a voice mail and never received a call back. I took a picture of the door of the business with the date and time on my phone and can use as evidence to prove I was there.

  
  
  
  Regards,
  
  
  
  **** *****