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Business Profile

Pawnbroker

Cash America Pawn

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Pawnbroker.

Complaints

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

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Cash America Pawn has 303 locations, listed below.

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    Customer Complaints Summary

    • 109 total complaints in the last 3 years.
    • 39 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/11/2024

      Type:Billing Issues
      Status:
      Answered
      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 various loans with this company still open for approximately a year. I received a loan against jewelry, some are family heirlooms. I have paid thousands of dollars in interest payments to retain the property because of its value. It's gold, silver, diamonds, garnets, emeralds, rings, necklaces, bracelets, pendants of all sorts and much more valuable than the outstanding $4K loan. I typically pay twice per month on the loans and have managed to never forfeit the property.This company has made alot of profit from me not being able to pay the loans off as I am now caregiving my elderly mother all of a sudden this year and has caused a financial strain for now.I normally extend the loan every first of the month and every last Wednesday of the month as it falls on pay days. 11/27/24 was no different, except I visited a different Cash America store to extend the loan. It was the day before Thanksgiving and I explained that I would not be in town that Friday to extend the loan on the first as I normally do because I would be visiting family in *********** for the holiday. I asked the associate to calculate the amount needed to extend my loans that were due & he does and collects the funds. He prints out a memorandum of extension and it states that he updated 6 loans, however, only 4 needed to be updated. The printout did not update the last day of ***** and when I asked him why, he said, 'it just says that, but you are updated in the system until 12/1/24." When I returned from my trip and phoned on 12/3/24 I was told that all four loans forfeited because I did not extend. The associate extended the wrong loans and only had me pay interest from 11/23-11/26/24. He totally miscalculated, did not enter the extension though telling me he did and now the company expects me to pay triple to keep my property-ignoring the error of the associate who actually took advantage of my trust that he extended them in their database. This is completely unethical.

      Business Response

      Date: 01/08/2025

      The customer filed an **** complaint regarding this issue and we responded accordingly.  

    • Initial Complaint

      Date:12/11/2024

      Type:Product Issues
      Status:
      Answered
      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 several firearms to this particular shop. I went to retrieve my property and the buisness refused to allow me to obtain my property due to the manager ****** having personal issues with my husband.

      Business Response

      Date: 01/08/2025

      Thank you for the opportunity to review this complaint.   The company has spoken with the customer and we consider this matter resolved.

    • Initial Complaint

      Date:12/09/2024

      Type:Product Issues
      Status:
      Answered
      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 10/29/2024 at 2:08 pm the location ***************************************, someone made a $914.84 purchase with my debit card. I did not authorized this. I filed a police report on 11/01/2024 for my stolen debit card, and any transactions. I have called the location myself to see what was purchased and to get any info available and have been denied. I have been waiting on a status update from the investigating officer and more than that I need money money refunded. I have never been in your store. I need to know if the transaction was made by the physical or virtual card from their ****** wallet and I need something stating that it was not myself in your store or made that purchase. I will attach a copy of my driver's liscense. I would also lke to know if there is any way you can help me get my money back and press charges?

      Business Response

      Date: 12/12/2024

      Thank you for the opportunity to review this complaint.  We recommend the complainant dispute the alleged fraudulent charges with her bank.  

    • Initial Complaint

      Date:12/02/2024

      Type:Product Issues
      Status:
      Answered
      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 Easter morning last year I had to bury my mother. Long story short she had a small funeral expense account that I was in charge of and with the remainder of her money I bought close family and grandkids keepsake jewelry and honored my mothers wishes. For some reason her half sister felt neglected and bitter about her gift and proceeded to tell the cash america businesses in norwalk and ******* how to operate their business. Ultimately I am not permitted to do business as far as a loan or sale of merchandise in the store because of the opinion and statement of a scorned relative. They will not give me a reason directly they just refuse to do business with me but I am able to spend money just not borrow or sell. I would appreciate your time if you could help with this matter. I would like my rights as a customer restored. My aunts name is ******** ******* and she is the worst person you will ever have the displeasure of meeting. Thank you for your time.

      Business Response

      Date: 12/13/2024

      Thank you for the opportunity to review this complaint.  The company has the right to refuse service to anyone.

    • Initial Complaint

      Date:11/18/2024

      Type:Sales and Advertising Issues
      Status:
      Answered
      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.
      Employee stole payments made on an item that I had in ****.My item was sold unwillingly and without noticed.

      Business Response

      Date: 12/20/2024

      Thank you for the opportunity to review the complaint.  The item in question forfeited for non-payment; however, as a courtesy, the customer may contact the store for available options.

    • Initial Complaint

      Date:11/12/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 am writing to formally file a complaint against the Cash America Pawn Shop located in *******. This complaint concerns the stores refusal to assist in recovering several stolen jewelry items, despite being aware of their origin and having the contact information of individuals who purchased the items.Background: In September 2024, a former helper who worked for me confessed to stealing my personal jewelry items and selling them to Cash America. I visited the store to report this matter and provide all necessary documentation, including a police report that verifies my claim and the theft. The items, which are highly sentimental and hold great personal value, were sold without my knowledge.Issue: Cash America has acknowledged the sale of these stolen items and has access to the contact information of the customers who purchased them. However, they have shown resistance to reaching out to these individuals, despite my request, to explore the possibility of buying back the items. I find this lack of cooperation deeply disappointing, particularly as my familys sentimental memories are tied to these items.Request for Action: I am respectfully requesting that Cash America:Contact the individuals who purchased these items and, on my behalf, inquire if they would be willing to sell the items back to me.Provide guidance or options for any further actions I might take to facilitate the recovery of these irreplaceable items.I believe that Cash America has a responsibility to support individuals in cases where stolen property is involved, especially when there is documentation and a police report backing the claim.I hope this complaint will prompt the necessary actions to help recover my possessions and reinforce the importance of cooperation in such matters.Thank you for your attention to this issue. I look forward to your prompt response.Sincerely,****** ***********

      Business Response

      Date: 11/12/2024

      Thank you for the opportunity to review this complaint.  We are unable to locate an account for this customer.

      Customer Answer

      Date: 01/21/2025

      Complaint: ********

      I am rejecting this response because:

       

      I am writing to follow up on BBB Complaint #******** regarding items stolen from my home and subsequently sold to Cash America by the person responsible, ***** *******, residing at *********************************************
      While Cash America may not have my personal details, I can provide key case information for reference:
      Call for Service #: ********
      SPR #: 24001344
      These reports contain comprehensive details about the stolen items and confirm that the theft was verified by the assigned detective. Furthermore, Ms. ******* admitted to the theft in front of ******, the store manager at Cash America ********
      I have also reached out to Cash America Customer Support and the *************** on multiple occasions. While I received an initial call from the regional team, they indicated that they needed approval from higher authorities to take further action. Unfortunately, I have not been contacted since.
      I would greatly appreciate your assistance in expediting this matter. I can provide additional details about the items and the reports if necessary.



      Regards,

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

      Business Response

      Date: 01/21/2025

      The company adheres to policies for stolen merchandise.  We suggest the complainant file a police report.

      Customer Answer

      Date: 01/21/2025

      Complaint: 22546480

      I am rejecting this response because:

      I already have a detailed Police Report filed against the theft which I alread submitted.

      Here is the report number one more time.SPR# ********


      Regards,

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

    • Initial Complaint

      Date:11/06/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 was scammed by the manager at the business concerning buying my expensive merchandise that I needed a certain amount of money to fix my vehicle and get my medicine my purse was worth $3200 ************* and he told me he only cans give me $175 because he can only sell it for No More than $500 at his **** shop that was law and policy I believe him and agreed based on that information only under distressed I was under .. he lied my purse is being sold for $1000 there fore he could have given what I needed so I want to buy my purse back for the $175 he gave me by misleading into selling my purse I was in life or death situation, I did send a letter certified to corporate office to resolve this matter

    • Initial Complaint

      Date:10/25/2024

      Type:Service or Repair 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 9/30 I got a **** loan for a macbook pro. I went to redeem my item on Friday 10/18 and once I got in my car I unwrapped the laptop they gave me (Macbook Air) obviously this wasnt mine so I went back in the store (never even left the parking lot). The associates spent around 30 minutes looking for my item before I had to leave to go back to work I was told I would receive a callback. The following day im being told theyre still auditing laptops and reviewing cameras, I follow up a few times during the week as well (still getting the run around always a different excuse everytime). I call Wednesday 10/23 and am told the district manager will have to get me a replacement, this is a laptop I use for work so id already had to buy a replacement so I requested a refund. I was told to call back the next day when the district manager ******** *. returns from ***********. I call back the next day 10/24 and am being told they will not issue replacement or refund because the laptop they tried to give me does not work and the serial number does not match (not sure what that has to do with me). I contact corporate explain whats going on and they say I will receive a callback. Come friday morning 10/25 ******** *. calls me (very unsympathetic and unwilling to help) basically reiterates the same and says there was a sticker on the laptop turned it that wasnt on when they gave it to me FALSE! I asked to review cameras myself he refused. I am now out of $300 and whole entire MACBOOK. I used them in a time of need obviously as a last resort and now this feels like theyre trying to take advantage of me. I was patient and understanding through the whole thing but at this point I'm considering what can be done from a legal standpoint.

      Business Response

      Date: 11/05/2024

      Thank you for the opportunity to review this complaint.   The customer will be provided a courtesy refund.

      Customer Answer

      Date: 11/05/2024

      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. However I would like the BBB to follow up with me and ensure the business follows through on their resolution.

      Regards,

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

    • Initial Complaint

      Date:10/23/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      Superpawn, ****************************************** I pawned a PA-15 with two Ammo Clips and ****** bag. When I redeemed the PA-15 the clips were missing. The two swap out one offer color clip that wasn't what **** oringinally... I notified the shop and made calls to get it corrected.. I call today and I was left on on hold and no one return after speak to a **** I want original Ammo clips.or new ones that match the gun color

    • Initial Complaint

      Date:10/04/2024

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 February 23, 2024 I redeemed a layaway at the Cash America pawn at ************************************. I purchased a 14 karat ring and what I thought were 10 karat stud earrings. I went to Cash America pawn today to sell back the earrings Because they were breaking my ears out Im not allergic to gold so that threw a red flag. When I went to sell the earrings back to them, they told me that they could not buy them because they were fake. Luckily, I had my layaway receipt with me where I had purchased it from them , showing that they sold the ear rings to me, the woman ******* walked away and just left me standing there. I waited in the store for over an hour and a half to be helped and was I have tried to reach out to **** the manager and have been unable to reach him.

      Business Response

      Date: 10/04/2024

      Thank you for the opportunity to review this complaint.   The customer has agreed to meet the District Manager at the store next Wednesday, October 9, 2024 for the refund.

    Cash America Pawn is NOT a BBB Accredited Business.

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