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Business Profile

Pawnbroker

First Cash Pawn

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Pawnbroker.

Complaints

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

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First Cash Pawn has 70 locations, listed below.

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    Customer Complaints Summary

    • 34 total complaints in the last 3 years.
    • 22 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:06/22/2025

      Type:Service or Repair Issues
      Status:
      Unresolved
      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.
      They pawned my things under someones eleses name, trusted in them they said I can pick it up when I tried they said no. Its almost ****** in jewelry there scamming me every month for payments and to get money out of me. I gave my id to **** but the employee did that and I feel she wants to keep it.

      Business Response

      Date: 06/23/2025

      Thank you for the opportunity to review this complaint.  This customer is associated with complaint #23482759 whereby the customer refuses to provide the specific transaction information. The company has already addressed this matter directly. 

      Customer Answer

      Date: 06/23/2025

      Complaint: 23503357



      I am rejecting this response because: I’m providing proof of the fraudulent transaction to keep my things. Pictures can’t be uploaded how else can I upload them 



      Regards,



      Gina Manotas

      Customer Answer

      Date: 06/23/2025

      Complaint: 23503357



      I am rejecting this response because: they have caused so much to my mental health and finically taking advantage of this situation. I want all my 4 pawns handed to me and taken to the store I make the payments to retest the gold without paying it as they prolonged there investigation that never took place, lied to the BBB and tried to 3rd party me out of my pawns knowing its mines. They just want me to get me to pay them every month for these pawns but not let me take them out knowing it was  mines. I’ve paid more than enough while they were supposedly investigating it. The proof is on camera. If not I will sue for 10,000 for worth of my jewelry and pain and suffering and a 10,000 mental hospital bill. 



      Regards,



      Gina Manotas

    • Initial Complaint

      Date:06/17/2025

      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.
      They used my identity without permission for someone else due to workers choice this was reported to them last year and they said it will go under investigation it was under investigation and nothing had been investigated they cant find tape when transaction was done in ********************************************. Name ****** ****** 12/09/1975

      Business Response

      Date: 06/18/2025

      The company needs to know what transactions the customer is referring to.  Thank you.

    • Initial Complaint

      Date:06/09/2025

      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.
      They used my identity with out permission and committed fraud they lied and said it was investigated and it wasnt

      Business Response

      Date: 06/11/2025

      Thank you for the opportunity to review this complaint.   We would like for the customer to provide the ticket/transaction numbers.  

    • Initial Complaint

      Date:05/19/2025

      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 have set up a layaway of 3rings with the cost of ******* of what already have paid ****** , I had set up reminders direct to my mvil phone so I wont miss my monthly payment and continued as scheduled with out interruptions, as always like every month , waited for the reminder so I could go pay my monthly bill but the reminder never come up , wondering about what happens I decided to visit the store where I have the layaway to verify on the date of my next payment, but just to find out my items were put away for no payment and one of the items were sold already , my problem now is that at the moment when I ask to search for my layaway the phone number wasnt the correct one and I never recognise that particular number ,wasnt the one I was receiving text notifications, for some reason they have changed my number with out a notification made by my self, and that shouldnt had happened since my contact signed had my correct number , and have received reminders prior to this last time, now they refuse to fix it or get to an agreement to resolve this problem, I ask to at least get store credit or a total refund of what already had put on the layaway since on my believe I didnt do wrong to fail on my payment and the management did something to my account that mess with my reminders and because of that never able to show to make my payment, have read theyre costumer policy and there is nothing that made me the one who is at fault since I dont have access to theyre software and make changes directly to the sistem and was never inform about that change even when I have stop by the store days before the due date, to me this look like a scam or something like that because of the way is handled by the store manager and higher management, but is just my opinion. Please help me get a resolution to this matter and or continuing to recover what I have expend to purchase this items .Thank you for your assistance and attention. ********* I **** *****.

      Business Response

      Date: 05/20/2025

      Thank you for the opportunity to review this complaint.  A review of the layaway transactions confirms that the layaway forfeited due to non-payment.   The company is not obligated to notify customers when payments are due.  The terms of the layaway payments are on the layaway contract the customer signed.  Any reminders are as a courtesy.

      Customer Answer

      Date: 05/20/2025

      Complaint: 23351982

      I am rejecting this response because:

      Regards,

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

    • Initial Complaint

      Date:04/08/2025

      Type:Customer Service 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 gave my guitar, a ****** D-18 vintage 1972, to First Cash Pawn on (date approximate) April 12, 2024. First Cash Pawn loaned me $500.00, based on its possession of the guitar until I was able to redeem it and return it to my possession. I agreed to pay them $60,00 each month until I was able to repay the loan. The most recent due date was April 11, 2024. I had spoken a week or so earlier with a member of the **** shop's staff and he assured me that there was a generous ***** period and that in no way would the store sell or otherwise dispose of the guitar without without giving me ample time to pay what I owed.I was on my way to the **** shop to make my monthly payment on or about April 11, 2024 and my daughter called ahead to make sure they would be open when we arrived. Much to our alarm and anger the young woman who took the call told us the **** shop had sold the guitar the day prior. The employee told my daughter that the **** shop had called me several times the previous day. I never received a call from First Cash Pawn. I checked the call log on my cell phone and there were no calls nor were there any text messages from the **** shop recorded. I believe that, at least, this business has violated any standard of business ethics. More probably, they have violated the Maryland Secondhand Precious Metal Object Dealers and Pawnbrokers Act, which regulates **** shops such as this one. I want the **** shop to return my guitar to me or else make a payment to me which would include the value of the guitar (circa $5000 based on current market prices) and damages and compensation for the time I have spent dealing with them.

      Business Response

      Date: 04/15/2025

      Thank you for the opportunity to review this complaint.  The item forfeited due to non-payment per the Buy/Sale Agreement.  This matter was addressed with the customer on a regulatory complaint that was closed by the ********************************* 

    • Initial Complaint

      Date:03/24/2025

      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.
      On 11/25/2024 i procured a loan from all that glitters jewlery and ****, using my ****** T14 laptop as collateral. On Feb 24 2025 I proceeded to pay to get it back, received no receipt, and they took my only paperwork and did not give it back. Upon powering up my laptop it struggled to start and it took me half an hour to get it to function enough to log into an account, upon which I discovered they had deleted MY account. Moving on, I then came to discover my battery was ruined and I suspect that my laptop had been cooked inside of the saran wrap film they wrapped it in, due to the failure of the staff to shut it down prior to wrapping it, as the battery had been fully charged and will sit like that for many months if it completly shut off. Also when reviewing the system logs where the records of the laptop being shutdown, going into sleep mode and booting up were kept, the last entries were of the computer going into sleep mode followed by waking up, with the next entry being after I got it back from the **** shop. Upon receiving it the battery was completly depleted indicating it had either been used extensively before being put away or it had been put away running or in sleep mode either of which would cause extensive damage to any delicate technology. Before I had discovered the extent of all the damage I called to try and resolve why they deleted my account and everything with it, and all they had to say was that they did it in front of me. They refuse to acknowledge that the deletion was done without my approval and also indicated that it was packaged up in front of me, which they did not. The employee said he was gonna saran wrap it and it would be kept safe. He then proceeded to close the laptop, and finish the loan. I guarantee that if I were to try to get a loan on my laptop in the condition I received it in I would be refused a loan. It barely runs and no longer is able to keep a connection with anything on a cord and the battery is ruined.

      Business Response

      Date: 04/07/2025

      Thank you for the opportunity to review this complaint.  The company has attempted to reach the customer but the customer will not respond.  We consider this matter resolved.

    • Initial Complaint

      Date:03/03/2025

      Type:Customer Service 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.
      To Whom It May Concern,I am writing to formally express my dissatisfaction with the experience I recently had at National **** on Fleetwood Drive. Despite making monthly payments on all of my items, I lost two due to a lack of communication from the staff. The associate behind the counter did not inform me that a payment was due, resulting in the forfeiture of one of my items.While I appreciate the professionalism and communication from the manager when addressing the situation, I believe the issue stems from inadequate training of the staff. Losing an item due to an associates failure to relay critical payment information is unacceptable, and I feel that there should be some form of compensation for this mistake.I have been a consistent customer, but after this experience, I am eager to pay off my remaining pawned items and remove them from the shop. Moving forward, I will ensure that I never need to use this service again.I wanted to bring this issue to the Better Business Bureau (BBB)s attention as I believe customers should be informed of the potential risks when dealing with this business. I hope that this matter is reviewed and that the company takes steps to improve staff training and communication to prevent future occurrences for other ****************** Name: National **** Location: ***************

      Business Response

      Date: 04/01/2025

      Thank you for the opportunity to review this complaint.  The company is not required by law to notify customers when payments are due.  The terms are clearly noted in the **** ticket.

      Customer Answer

      Date: 04/03/2025

      Complaint: 23006946

      I am rejecting this response because:

      Regards,

      *. *******

    • Initial Complaint

      Date:02/26/2025

      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 bought what I thought was a 10k gold rope chain in July of23 about a year later I went to go **** it and to my surprise I was told it was fake I informed them that that couldnt be true because I purchased it from you guys they tried telling me it wasnt the same chain but I never took the chain off since the day I got it and the person who checked in the chain no longer works there I called the complaint line and the area supervisor tried to only give me back half the money I paid after going back and forth about the incident I refused and requested that they give me a real chain for equal value he refused .. I been a regular customer for years and never had an issue with anything and the employee who sold me the chain and others believed and understood my issue but the manager was very dismissive of situation and gave me the wrong number to the complaint line when I called the number he gave me it was to a rehab I believe it was a sick joke and dont find it funny at all

      Business Response

      Date: 04/14/2025

      Thank you for the opportunity to review this complaint.  The necklace that was brought in did not match the original necklace that was purchased.

    • Initial Complaint

      Date:01/23/2025

      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.
      My son pawned my PlayStation 4 without my permission in 2023. I began to make the payments to buy it back on layaway and when I was 1 day late in 2024 they informed me that they sold it.

      Business Response

      Date: 01/23/2025

      Thank you for the opportunity to review this complaint.  The layaway forfeited due to non-payment.  

      Customer Answer

      Date: 01/23/2025

      Complaint: 22844625

      I am rejecting this response because: I signed my name on a contract  with my son's name as the buyer which made it null and void.

      Regards,

      Shay House

    • Initial Complaint

      Date:01/10/2025

      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.
      I pawned some items and made payments on it and the store put my items on display when I am not behind on my payments and they are unwilling to take my items off display unless I give them $300. I had 5 months to get my items out and I wasn&#**;t behind on any payments and they are blaming it on a computer issue but that is not my fault. I would like my items taken off display and for the money I have already paid to be taken into account.

      Business Response

      Date: 01/23/2025

      Thank you for the opportunity to review this complaint.  The customer is referring to a layaway contract that forfeited due to non-payment. It was not a ****.

    First Cash Pawn is NOT a BBB Accredited Business.

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