Complaints

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

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• 

  EZCORP, Inc.

  2500 Bee Caves Rd Ste 1 Rollingwood, TX 78746-5888

• 

  E Z Pawn

  1815 National Road West Richmond, IN 47374

• 

  E Z Pawn

  2857 Lafayette Road Indianapolis, IN 46222

• 

  E Z Pawn

  6241 E. Washington Street Indianapolis, IN 46219

• 

  E Z Pawn

  5227 W. Washington Street Indianapolis, IN 46241

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:02/14/2023

  Type:Product Issues
  Status:

  ResolvedMore 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 put a layaway in in November on the *********** location in ************************************************************** and ******* on the West Side to be exact I put over the deposit amount down on a ******** switch it was for my grandson I called in in November and made a payment and then called in in December to make a payment both payments were $50 each the original deposit was $40 I called in January to make another payment the employee informed me I had no layaway they could not find I hung up and called back speak with the manager he said he found my layaway and it dropped out in the December due to no payment I let them know the employee will took my payments over the phone and I paid early because he told me it was too soon to pay but I wanted to pay ahead now I'm being told I have no item and no layaway and no refund and there were no payments made I have been calling and calling and calling corporate calling the store no one wants to help me they're saying all they can see is that my payment wasn't made their employee is no longer working there will and he took my payments no one wants to help corporate doesn't answer the phone rings and they hang up the store employee **** would not help they all say there's nothing they can do I've been trying to get in touch with the district manager no one wants to help so they basically took my money and their employee got fired so there's nothing they can do about it I keep calling and waiting on corporate for 45 minutes at a time for them to answer and hang up I have exhausted all options besides going to the store and going off.

  Business Response

  Date: 02/14/2023

  We have received complaint #********, Tue 2/14/2023 3:00 PM.
  
  
  We will follow our standard procedures for resolution, and forward to our District Manager of the store mentioned in the complaint.  The District Manager will contact the customer directly for resolution.
  
  
  Thank you

  Customer Answer

  Date: 02/14/2023

  Complaint: 19395831
  
  I am rejecting this response because: they keep saying this and no one has called me yet. They are stalling.
  
  Regards,
  
  *************************

  Business Response

  Date: 02/16/2023

  We have received complaint #********, Wed 2/15/2023 8:00 PM.
  
  
  We will follow our standard procedures for resolution, and forward to our District Manager of the store mentioned in the complaint.  The District Manager will contact the customer directly for resolution.
  
  
  Thank you

  Customer Answer

  Date: 02/16/2023

  Complaint: 19395831
  
  I am rejecting this response because: no one has called yet
  
  Regards,
  
  *************************

  Customer Answer

  Date: 02/16/2023

  Complaint: 19395831
  
  I am rejecting this response because: No one has called yet.
  
  Regards,
  
  *************************

  Business Response

  Date: 02/17/2023

  We have received complaint #********, Thu 2/16/2023 6:10 PM.
  
  
  We will follow our standard procedures for resolution, and forward to our District Manager of the store mentioned in the complaint.  The District Manager will contact the customer directly for resolution.
  
  
  Thank you

  Customer Answer

  Date: 02/18/2023

  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.
  
  Regards,
  
  *************************

• Initial Complaint

  Date:02/09/2023

  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.

  Bought a ring about a week ago guy sold it to me asked h im m if i can return it if anything go wrong or if i didn't want it anymore he said yes as long as i have receipt and if it's in same condition which it states that samething on the receipt tried to take it back and was reject and offered half what i spent on it

  Business Response

  Date: 02/10/2023

  Good Afternoon,

  
  We have received complaint #  ********, dated 2/9/23.

  
  The *************************** will reach out to the number provided to determine the store location. If the store mentioned matches our business, then we will follow standard procedures for resolution, and forward to our District Manager.  The District Manager will contact the customer directly for resolution.

• Initial Complaint

  Date:02/02/2023

  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.

  This incident occurred on January 30, 2022 at 10: 00 a.m. at *****************************************************************. I was attempting to pay an extension for someone that is detained and could not make the payment and I was denied the opportunity. I was asked to remove myself from the line of customers. When I inquired in to the policy, forbidding the action of paying an extension on someone else's behalf law enforcement officials were called on me by the employee, ***** I then went through the customer complaint line and was spoken by the representative in condescending manner. What occurred was a very humiliating experience. To have law enforcement called on me for trying and instating on making a payment on someone else's behalf is ridiculous. In addition the general manager was of little to no help.

  Business Response

  Date: 02/03/2023

  The customer ************ was contacted by the District Manager **************** The District Manager did explain to her that it is policy that we ask the customer for their **** ticket number to give a payment if the **** ticket is not under her name and she did not have the **** ticket present. She stated that she felt she was being targeted by the team member and that she was not being helped for no good reason because if other stores did it why not here. I explained to her that she was not being targeted and let her know that our company policies and procedures go hand-in-hand with the laws governed by the ****. I reassured her that I would talk to the staff and get with the store managers in the nearby area to make sure that are all on the same page.
  She then thanked me for the call back and for being professional in explaining everything that I did.

• Initial Complaint

  Date:02/02/2023

  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.

  The professionalism and treatment of any patron of the location from the district manager down to the employees were absolutely disgusting new management needs to be issued immediately. Down right disgusting how un professional and grotesque their behavior was.

  Business Response

  Date: 02/02/2023

  We have received complaint #********, Thu 2/2/2023 2:40 PM.
  
  
  We will follow our standard procedures for resolution, and forward to our District Manager of the store mentioned in the complaint.  The District Manager will contact the customer directly for resolution.
  
  
  Thank you

• Initial Complaint

  Date:01/05/2023

  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.

  I pawned a carpet cleaner and it was completely clean as all my other personal items are And when i got it back filthy and broken this is the item third item I got back from this company that was either broken or stolen from me I want this cleaner fixed or replaced or I will take ezpawn to small claims

  Business Response

  Date: 01/10/2023

  Good afternoon, 

  We have received complaint #********, dated 1/5/23.
  The *************************** will reach out to the number provided to determine the store location. If the store mentioned matches our business, then we will follow standard procedures for resolution, and forward to our District Manager.  The District Manager will contact the customer directly for resolution.

• Initial Complaint

  Date:01/05/2023

  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 went to the **** shop in 07/22 and I had **** a PlayStation 5 with games and I also **** a ******** switch with games. I have been paying the interest rate on it until I went to pick it up. I picked up the ******** switch on December 24 and when I picked up the ******** switch everything seem to be OK until I got home and realized that one of the games was missing, my son said I didnt get my Mario **** game so because of the time we had to wait until the following week which I had work and I wasnt able to go in until yesterday when I went in yesterday and I told the person at the cash register that I was missing a game I had him look me up in the system to make sure that I have upon five games with the ******** switch. He saw that I did Pont five games but I only received four when I went to pay to receive my game back he then called over the manager and she looked at it and she said well he was late and we had put it back out on the floor to sell and then you came in and I reactivated your account but when she reactivated my account she didnt make sure all the games was there when I went to pick the game up I paid for the ******** switch at five games but I only received four games. She got a little sassy and said that we have to go on the waitlist to get another game. I told her no because when I brought the switch and I brought in five games when I came to pick the game up I paid for five games so I want a new game and the price for that is $60. I still have these there thats being pawned but I will be picking everything up. So I told her to give me a business card with her name on it and her name is ****. Thank you

  Business Response

  Date: 01/05/2023

  Good Afternoon,

  We have received complaint # ********, dated 1/5/23.

  
  The *************************** will reach out to the number provided to determine the store location. If the store mentioned matches our business, then we will follow standard procedures for resolution, and forward to our District Manager.  The District Manager will contact the customer directly for resolution.

• Initial Complaint

  Date:12/13/2022

  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.

  I pawned a set of 4 custom Velocity brand car rims that were equipped with brand new low-profile tires. I have been diligently paying the $46.00 interest payment every month for the entire time they have been in ****, as not to lose them. Approximately 2 weeks ago, I attempted to go online and pay the interest once again as this has been my normal mode of providing payment and i discovered that the information fir this particular **** loan was no longer listed on my account. I knew there had to be some mistake, so I immediately contacted the pawnshop by phone. During this phone call, I was informed by the employee that I was speaking to, that the reason my loan information was no longer listed was because they in fact had no clue where my rims were at and that they believe someone must have jumped the fence surrounding the pawnshop and stole my rims, which were being stored outside. She then stated she would have her district manager contact me in regards to this situation. Needless to say I have heard from no one and no one is ever available when I call or go in to the business. I feel like I am being intentionally ignored and disregarded, in the hope that I will let the matter go. This is not going to happen. At the time of me pawning my rims I had only owned them for maybe 6 months and I had paid $1800.00 at the time of purchase. I am attaching a copy of the confirmation email I received following the most recent interest payment made before I found out my rims were actually missing .

  Business Response

  Date: 12/15/2022

  Good afternoon, 

  We have received complaint #*******, dated 12/13/22.

  
  The *************************** also received two additional emails from the mentioned customer. We responded on 12/13/22 directly to our customer to confirm store details. Our District Manager will reach out to our customer and follow standard procedures for resolution.

   

  Thank you, 

  EZCORP Customer Support 

  Customer Answer

  Date: 12/15/2022

  Complaint: 18565228
  
  I am rejecting this response because:
  The person who contacted me was very rude and condescending, insinuating that I was lying regarding the value of my pawned item. He then stated that my rims were not in fact stolen as I was told they were by an employee at the store but instead that they had "dropped" into store inventory on the morning of December 6th and then were immediately sold. I do not believe this to be true, its just a little too convenient and tidy. Also, I have ALWAYS paid my interest payment every month between the 4th and the 6th of the month and never had any issue whatsoever. The loan was originally made on December 06, 2021. 
  Regards,
  
  *******************

  Business Response

  Date: 12/16/2022

  Good afternoon, 

   

  Concerning complaint ID *******. Please see the district managers resolution notes:

  From: **************************** <*************************************************************************************; ********* Thursday, December 15, 2022 2:14 PM
  Subject: RE: Loan Damages/Lost/Missing Item- Customer Support Notification - Request Number: 103452
  
  
  I just got off the phone with *****. When she made the first payment on her loan she was already 63 days past due, the final due date was on Dec. 1 the store dropped the loan on Dec 6 and she attempted to make her payment on Dec 8.  The team member attempted to locate the rims when she called in on the 8th and could not find them as they sold on the 6th.  I was attempting to offer her 50% off of comparable rims when she hung up on me. This one is unsubstantiated  

  Customer Answer

  Date: 12/17/2022

  Complaint: 18565228
  
  I am rejecting this response because:first off he was not attempting to provide any sort of resolution. I do not know how the dates were recorded incorrectly but it was not the 8th when i called in IT WAS THE MORNING OF THE 6TH RIGHT AFTER THE STORE OPENED. This is when i wss informed by A STORE EMPLOYEE that my rims were missing. The same STORE EMPLOYEE is the one who told that they believed someone had jumped the fence and taken them. Suddenly after I make a complaint there is suddenly a nice little story of them being dropped and IMMEDIATELY sold. Once again, why all of a sudden would paying them on the 6rh of the month mean the payment was made late? When EVERY other payment made was 

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

• Initial Complaint

  Date:11/29/2022

  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.

  ************************************************************************** This **** shop sold me a fake chain and told me it was real silver and wont let me exchange or my money back

  Business Response

  Date: 12/13/2022

  Good afternoon, 

  Thank you for your follow up. The customer matter has been resolved with a refund and contact made from our district manager on 11/29/22. 

   

  Thank you,

  EZCORP Customer Support 

• Initial Complaint

  Date:10/17/2022

  Type:Product Issues
  Status:

  ResolvedMore 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 walked in EZPAWN today after 1:00pm.Oct 14, 2022. I told the front desk lady I want a refund on a layaway for a fire arm I put money down on two months ago . The cost of fire arm was ****** , I paid ****** on it and only owe EZPAWN ***** dollars. Sep , 2022, I called them about the layaway, it was exactly ***** to get it out they told me . But today the lady told me , they can't give me my money back .the only thing they can do is give me a credit of ***** and I can buy something else from their EZPAWN. Then I asked her if I could just pay the ***** dollars and get the fire arm she told me it would be ***** more dollars. I said oK and left the their Business. Point blank EZPAWN trying to steal from customers. BBB can you please help me get my refund back . Thank you

  Business Response

  Date: 10/18/2022

  We have received complaint #********, Mon 10/17/2022 8:02 PM.
  
  
  We will follow our standard procedures for resolution, and forward to our District Manager of the store mentioned in the complaint.  The District Manager will contact the customer directly for resolution.
  
  
  Thank you

  Customer Answer

  Date: 10/19/2022

  Better Business Bureau:
  
   
  I got my ***** refund.
  
  
  Regards,
  
  *************************

• Initial Complaint

  Date:09/26/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore 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 Thursday, September 22, 2022, I took a 10k gold necklace into the shop and was humiliated by ******* and a ***** *************************. When I gave him the necklace, he rudely asked me "What's your problem. Is there something wrong." I stared at him before I replied it wasn't his business. He took the necklace, turned his back to me while laughing, looked at the young hispanic boy who was shaking his head no. They did this during the entire visit. Then ******* responded, "I'm about to make your day a whole lot worse. The necklace is fake. I don't know who made this but the did an awesome job creating a fake necklace. See, it won't even stick to the magnet. So you can take this fake jewelry and leave." I told the necklace and turned around to leave, as I was walking away, I turned around to see ******* and the young ******** boy laughing. ******* has done this before to customers and the store manager knows and allows him to humiliate customers. I was the only African American customer and he said what he said so everyone could hear him. ******* didn't perform a jewelry test. He meant to humiliate me. The necklace isn't fake, was purchased from another EZ Pawn location and was properly tested by Cash America. ******* violated the company's code of ethics, conduct and mission statement more than once. The store manager was contacted the same day. He was very nonchalant and I don't feel he's going to handle anything since he knows how ******* treats customers. ******* should be terminated.

  Business Response

  Date: 09/27/2022

  We have received complaint # ********, dated Tue 9/27/2022 9:23 AM.
  
  
  We will follow our standard procedures for resolution, and forward to our District Manager of the store mentioned in the complaint.  The District Manager will contact the customer directly for resolution.
  
  
  Thank you

  Customer Answer

  Date: 09/27/2022

  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. On Tuesday, September 27, 2022. I conversed with *****, the district manager about the situation.
  
  Regards,
  
  *****************************