Complaints

This profile includes complaints for Cash America Pawn's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Cash America Pawn has 303 locations, listed below.

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• 

  Cash America Pawn

  1600 W 7th St Fort Worth, TX 76102-2504

• 

  Cash America Pawn

  2040 Austin Hwy San Antonio, TX 78218-2503

• 

  Cash America Pawn

  2110 Agnes St Corpus Christi, TX 78405-1422

• 

  Cash America Pawn

  1024 Oak Grove Rd Fort Worth, TX 76134

• 

  Cash America Pawn

  900 E Berry St Fort Worth, TX 76110-4415

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:11/18/2022

  Type:Product 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 a trip I was taking and I was short on my funds and went in to cash America pawn to get a loan on my fire arm until the following week . And wasnt notified about any policys saying any thing about having a background check done on a firearm that is mine . I didnt buy this gun from here . And now I am here waiting on a background check on a gum that is mine . Ill never come here and **** any thing to get a loan . No 1 is up front with their any policys on firearms in this store . Not understanding why I am getting a background check on something that belongs to me . There is no reason y I have to wait till the ***** date on a gun that is mine . No other **** shop does this I JUST WANT MY FIREARM BACK .

  Business Response

  Date: 12/07/2022

  Thank you for the opportunity to review this complaint.   A background check is required by federal law to redeem a pawned firearm.  The customer completed the *** Form **** and passed the required background check and has picked up the redeemed firearm.  *********** considers this matter resolved.  

• Initial Complaint

  Date:11/17/2022

  Type:Product 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.

  So I went into the cash America on ******************* on Nov 16 2022 at approximately 3:45 to pick up my 65 Hisense smart tv and paid ****** to take it out of **** **** And **** pushed it out of the store so fast that I didnt even get a chance to ask them to check to make sure it was in the condition that I took it in as and when I got home my tv had a hairline crack that caused a line going straight down my tv I called the store that day and no answer then called the following morning and ***** answered which is supposedly a manager when nametag doesnt even state that but he said that theres nothing he can do because theres no proof that it was damaged in there care so I told him Im getting the courts involved as well as a officer because Im pretty sure there are cameras in the warehouse where my tv was being stored until I picked up and he told me okay thats fine so if possible can I just get another tv for the same price and size of my tv that was damaged in there care

  Business Response

  Date: 12/08/2022

  I am unable to locate a redeemed Television as she describes under her account and require additional information to provide an adequate response.  I have attempted to reach the customer and have unable to reach her.

   

  ***** de los ******
  Legal Operations Liaison| FirstCash, Inc. 
  1600  *********************** | **********, ***** 76102
  Direct: **************| Direct Fax:  **************
  

  
  

• Initial Complaint

  Date:09/27/2022

  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.

  On 09/07/2022 I bought an Xbox package from cash America pawn for $181. It came with few items including an Xbox remote. To ensure that the items worked, I bought the "piece of mind plan" where I pay $8 to have a short warranty on my purchase. I went home and tested the Xbox and remote, but the remote didn't work, so I called wanting to return the remote for a working one noting my warranty. They told that I would have to return the whole system and all the items in order to get a refund. But I didn't want to return everything over one remote. So after some convincing, they let me return it and get a new one. So I took that one home and tested it and it was even worse than before. The newer remote didn't work either. I went back today and they told me "sorry there's nothing we can do." I asked them that I need the value of the controller back and they refused. I also asked for the value of the peace of mind plan back and they also refused. Two times in a row they sold me a faulty remote and won't take responsibility. I asked them what happened to the last remote I gave them and they said, "it probably sold." The business has a practice of selling faulty products and dont care. I either want the price of my remote back for selling me junk, or refund me my peace of mind warranty.

• Initial Complaint

  Date:09/16/2022

  Type:Product 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 brought and Xbox one s console and controller from cashland located in **************** **** September 9th 2022. First they tried to sell me a controller that was broken the left trigger button was broken off and none of the controllers had backs to them. Then they wouldnt let me plug the game system up to check to see if it was working and assured me that all systems were working perfectly fine and were throughly inspected. I get home and look at the paper that they gave and it said that they sold me two controllers which they didnt they only gave me one. Then upon plugging the controller up, the controller is faulty. They sold me a junk item. I also brought a game called *** 2k playground and upon taking it home to test it out, the game doesnt work at all. Im sick and tired of companies getting away with fraud and selling bad items. They also dont tell you about the merchandise prior to having you sign the receipt. Meaning the big white paper that I have they didnt give it to me until AFTER the sell was made!

  Business Response

  Date: 09/16/2022

  Thank you for the opportunity to review the complaint.   The copy of the receipt provided by the customer clearly details the company policy for purchases.    "All merchandise sold "as is".  The customer has an opportunity to purchase a POM plan which is also explained in the receipt.  

  Customer Answer

  Date: 09/16/2022

  Complaint: 18006466
  
  I am rejecting this response because:they dont give out the receipt until after the sale is made!!! So how are consumers suppose to be made aware of policy if your company misleads the consumer to believe all products work and dont let customers test out products during purchase! The white sheet isnt given until AFTER the sell is made! Which is misleading!!! Just say yall dont like to hold yourselves accountable and that your company practices deceiving the consumer. I dont even care about the exchange this business ***** anyway and they only reason why this location is still floating around is because of the interest that is made off of the products that people ****. Due to howTERRIBLE your practices are and how FRAUDULENT your employees treat the consumers, your sales are low and will remain that way. Wont get a dollar out of me. Cant wait until the day this location runs out of business. 
  
  Regards,
  
  *********************************

• Initial Complaint

  Date:09/14/2022

  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.

  A few years ago I brought something at Cash American Pawnshop when I paid I give my credit card and they ask me for my ** (to verification). I believe that it is right to verify that the credit card below to the person who show at the *** Now Cask *********************** Pawnshop ask for the ** when we want to buy something with the different that NOW they enter the ** # to they database. The question is WHY? I understanding that "IF" I **** something it is requirement to show and enter the info at the database to just at case that some merchandise are stolen buy to buy it? We don't what this pawnshop do it with our ** # (give our ** to buy something is open a Door to this company have access to our address etc. NOW is this company ask for ** to buy it something they need to have a SIGN and explain the reason for ask for a ** to buy it with them.

  Business Response

  Date: 09/15/2022

  The company asks for identification when purchases are made with a credit card for confirmation of the authority for the customer to use the credit/debit card being presented.  It is best practice to process sales under a customer's account for record keeping and purchase history.  Information held in the point of sale system is not sold or shared with anyone outside of the company.

  Customer Answer

  Date: 09/15/2022

  Complaint: 18019618
  
  I am rejecting this response because:
  

   

  This is the first time that I a company want to have history records from buyers. Inclusive national chains like ******** Bestbuy, etc. Do not ask per personal information. (ID #). Next time I will paid CASH (but Cash America ask for for ID) or STOP buying at Cashamerican pawns.

  
  Regards,
  
  *******************************

• Initial Complaint

  Date:09/13/2022

  Type:Product 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.

  Good evening,

  I recently purchased a game system from Cash America Pawn, and the product purchased was not what they said it to be.I was told that I was purchasing a Xbox One S, and the product turned out to be a regular Xbox One. On the receipt it says Xbox One S, but that's not the product that was sold to me & have proof of that.

  I have requested a refund for the item, but was unfortunately denied.

  I wanted to submit a complaint for Cash America Pawn falsely advertising this product as something it wasn't.

  My contact information will be below, along with theirs.

  ************************* ************

  Cash America Pawn, ****************** ************************************************************

  Thank you,

• Initial Complaint

  Date:08/25/2022

  Type:Product 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 pawned a $21,500.00 engagement ring and I had until 9/25/2022 as my last day of ***** to get my ring. I went on 8/22/2022 to get my ring back and I was told the ring was sold on 8/4/2022. They stated it was my mistake but I showed them my paperwork that has official dates and then they stated that an employee made a mistake on my account and it was accidentally sold. This was confessed to me inside the pawnshop with two Police officers with body cams on present. Their resolution was to give me an alternate ring, this is not just any ring its my engagement ring with emotional and sentimental value. I was told a legal department would contact me and they did not.

• Initial Complaint

  Date:08/25/2022

  Type:Product 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.

  Loss of a layaway purchase I put $20 down and when I called them they told me my left way have been put back for failure for payment but you had 90 days I was also told by the employer after I asked him what I received notification a reminder and they told me I would via text message or email I received neither when I called they told me that they do not do text messages or email so I was lied to buy an employee there at the **** shop that's I have lost my my layaway purchase of a amplifier that supposed to go with my guitar that I purchased I'm very upset because nobody has $20 to throw away on a down payment nor be charged any extra fees for the layaway being put back I'm very upset with these days and times with technology everybody should be up to date our notification for the customer's sake this is just a scheme and a way to continue to take customers money when all they had to do was send out a text or email like the employees said they did this is a common practice of he say she say nobody's following the rules and everybody's lying to the customers please have them correct this because I don't have money to throw away and that's what I did throw away money for a purchase I don't even have

  Business Response

  Date: 08/31/2022

  Thank you for the opportunity to review this complaint.    The terms of the layaway agreement are printed and given to the customer and reminder calls are a courtesy.    

• Initial Complaint

  Date:08/15/2022

  Type:Product 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.

  On April 5, 2022 I initiated a layaway agreement with Cash America ************************************************************************************** in accordance to the agreement for the Versace Watch the total was $832.46 with applicable tax. I paid a deposit of $78.00, another payment of $****** on 5/4/22, ****** on 6/7/22, and ****** on 7/8/22. Cash America does not provide an online service which allows it customers to pay their layaway online additionally, the store often advises customers that they have a 3-4 day grace ****** after the due date however, this is not listed on the agreement form it states a restocking fee will occur. On June 7, 2022 Cash America accepted my payment of $****** when the payment was due per the contract on June 4, 2022. I was under the impression that I was in the window of my grace ****** however, per the store manager ***************************** was removed and put back in stock and I was allowed to continue with the contract. With this act, Cash America established precedence as the agreement does not specify this as an option and the terms of the agreement in its natural state became null and void with the acceptance of the payment outside of the window ****** and under the terms rendered.On Saturday, August 6, 2022, I contacted Cash America and spoke with the assistant manager, I advised her I was out of town on a family emergency, because I did not have the funds to pay (nor would it have even been possible given there was no online option and due to family illness I was not in a position to leave to find a local Cash America in the ***************), the manager stated to me I do not want you to cancel the layaway as you would lose over $200 and that was too much to lose. She advised me she would speak with her manager (*********) and contact me on the next day. This call never occurred. The assistant manager could have contacted me and stated the timeframe that ******** was away and how my layaway would be managed in the interim.(see typed)

  Business Response

  Date: 09/01/2022

  Thank you for the opportunity to review this complaint.  The terms of the layaway contract are clearly detailed in the printout the customer was given.  

• Initial Complaint

  Date:08/04/2022

  Type:Product Issues
  Status:

  UnansweredMore 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 *******************************,have brought a complaint against Cash America pawn *************************************************************. Because they cause me to loose my jewelry located at **** cash America in ******* *****.************** ,where my jewelry located. On July 5, 2022, I went to ************************************************. To pay interest on my jewelry ,the young man attended to me, said your interest $68.00 until the August 3, 2022 ok I said Thank you, I see you on Aug 3,2022. on August 3, 2022 I went to get my jewelry out a young man ,told me **** cash America pull my jewelry, no one notified **** always updated my information. So I them , I told the lady. I payed up to August 3,20221. So u look at my records it was 7/5/2022 dated on the receipt and 7/3/22 grace ******* They never put $68.00 they put $34.80 , never look,they fix the dates so people can loose there jewelry.