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:03/23/2023

  Type:Order 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 took a loan out on an assortment of jewelry in September, my due date was December. I went in to pick it up and was told three different stories. I was too late according to them. I asked if they sent me a reminder the lady said that it was out her hands. One person told me after March first it was melted. The other told me it was possibly on the sales floor. I just want my property back.

  Business Response

  Date: 03/29/2023

  Hi!
  
   in response to the complaint.  The pawn was put in our store on 9/03/2022 and expired on 3/03/2023. We legally aren't allowed to hold items in pawn for more for than 6 months. We tried to explain to the customer that we either melt down the merchandise to recoup our initial loan investment or we put it out for sale to sell and recoup our money that was lent to the customer. We told the customer that if the item was out for sale we would be happy to help them redeem it but after looking through our inventory it was clear that the item was not in stock and had been melted for its gold content to redeem the amount we lost by giving a loan to our customer . We automatically send mailing notice reminders to our customers around the 4.75 month mark as a courteous reminder. we mail
  Them Through usps and since we do
  Not hand deliver them and items can get lost or delayed in mail we always ask our customers to rely on their yellow pledge ticket just in case! In this case it was sent out 01/24/2023. Further information and photos can be provided if needed but with respect to privacy we did not include them. We try to make our customers happy and always do our best to work with them. We are a brick and mortar store of over 30 years and value trust and honor and always try to be courteous and helpful. Unfortunately this is a situation where the customer waited until after the loan expired to contact us and thus let her loan expire. If we can be of any help or if any more information is needed please let us know an dwe will be happy to discuss or provide more documentation
  with best regards
  
  Gennady G******
  Woodland Money Loan

  Customer Answer

  Date: 03/29/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: I was told three different reasons why my jewelry wasn't available.  The quality of my jewelry was worth more than I borrowed, I understand that. But, the nasty treatment I received the day I went to retrieve my jewelry from one female in particular. I asked if I can purchase it back she told me to look in the selling cas if I saw it I could, the guy told me it was melted. I have pictures of the jewelry they stole from me. 
  
  Regards,
  
  *************************
  

  Business Response

  Date: 03/31/2023

  Hello
  
  in response to the customers complaint legally we are not allowed to hold pawned items over six months. After the six months expired pawned merchandise are either melted for the gold value or put out for sale to recoup the principal that was lent. We calmly and repeatedly explained this to The customer. We understand the customers frustration that they let their pawn expire.We simply operate by our legal parameters and are not allowed to keep items in pawn for more than 180 days.The customer came in several weeks after their Pawn expired. While we do not appreciate the customer making claims that we “stole their items”, which is frivolous and untrue, we empathize and understand their frustration. once the pawn expires, we legally cannot hold it in Pawn so we either put it out for sale or melt it down to recoup our loan that the customer was given. This is why the customer may have perceived that they were getting different responses because we do not know for sure if the item is melted or not until we search, or put out for sale, since there are several employees who all take part in these processes after thorough examination, it became clear that the item was not out for sale and was melted. There’s nothing that we further could have done but we wish the customer would take some responsibility and acknowledge  the fact that they let their pawn expire and breached the contract by doing so.
  If we can be of any help please feel free to reach out
  Best
  *****************************