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Business Profile

Pawnbroker

Cash Connection Grants Pass, Inc

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Pawnbroker.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:09/30/2024

    Type:Order Issues
    Status:
    Resolved
    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.
    On 7/20/2024 I took out a loan of $275.00 using a PRS guitar as collateral. Terms of loan was repayment of $338.02 within 60 days (9/18/2024) plus a courtesy 30-day grace ******* At that point I noted on my receipt that the loan needed to be paid back by 10-18-2024 at the latest. On 8-29-2024 I made a partial payment on their app, so that when I went in to pay my balance I would only owe the original loan amount. All the app said was 'Make a Payment', nothing about renewing the loan. On 9-30-2024 I went into this business to pay my $275.00 and retrieve my guitar, but was told that I owed three-hundred and thirty something. I was told that the payment I made on 8-29 was a fee to renew the loan. I had no intention of renewing this loan which is why I came in to retrieve the item before the 10-18-2024 courtesy grace ****** was up. Why would I pay to renew a loan that was never going to be delinquent, as evidenced by my trying to get the guitar out today, well before the 10-18-2024 deadline? I owe $275 and that is what I want to pay.

    Business Response

    Date: 09/30/2024

    Our industry is regulated by the State of Oregon and multiple other government agencies such as the ***************************.  We must operate within the regulation in order for us to stay in business and provide service to our communities.   Any payment outside of a loan redemption is considered a renewal payment and only at that time can the principal of a loan be reduced.  We are working with the customer to find a resolution that will work for him as well as our regulators.  We have an internal meeting to discuss this scheduled and will be following up with the customer with options moving forward.  It should be noted that our collateral loan service accrues interest daily and although a payment was made additional interest has accrued since the payment and will need to be collected along with the loan principal to pay the loan in full and redeem the collateral.

    As a family owned and operated small business our goal is customer satisfaction.  Although we may have a temporarily detoured from our goal with this transaction, we are confident that an agreeable resolution that works for both the customer and our business will be found.

    Customer Answer

    Date: 09/30/2024

     
    Complaint: 22359737

    I am rejecting this response because:

    The button on their app only says "Make a Payment". No other explanation.

    Sincerely,

    ****** ****

    Business Response

    Date: 10/09/2024

    We appreciate the feedback and are working to make improvements to the Mobile **** app.  We would like to point out that after selecting the "Make Payments" button in the Mobile **** app, the customer is taken to the "Renewal Details" screen which provides a breakdown of the payment prior to the customer processing the payment.  An screen shot of the "Renewal Details" screen from another loan has been uploaded with this response.

    As a resolution to this complaint, we would like to offer Mr. **** an opportunity to redeem his loan by the date printed on his loan contract without having to pay the service fee or setup fee.  Mr. **** would need to pay the accrued interest since making the renewal payment in addition to the loan principal.

    We hope this resolution is acceptable and we can all move forward amicably.

    Customer Answer

    Date: 10/10/2024

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    ****** ****

Cash Connection Grants Pass, Inc is NOT a BBB Accredited Business.

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