Complaints

• Initial Complaint

  06/05/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had pawned a PS5 a PlayStation and had it extended but the business did not take proper notes of this and said there was nothing they could do when we tried to pick up the PS5. My partner wrote a Review on Google and then deleted it and posted it to another account so that her privacy would be protected. The business then wrote that she commented from two accounts and wrote her entire name on the internet. This is a violation of her privacy and extremely unprofessional. The review has since been removed by my partner because of the violation of her privacy we felt there was some urgency to this and may post a review later. However we are afraid to do so for fear of retaliation and any more harm this may cause us. Besides the fact that we were screwed over due to poor business keeping records the business could have allowed us to pay the pawn that we were there to pay. The PS5 had been extended before and they had also approved it. We called and stated that we would pay everything when we picked up the PS5 and although it’s not what is usually done they approved it. On April 15, 2022, We asked for an additional 15 days that they had approved, and they argue that they didn’t. Furthermore, we had a handful of other items that we had picked up and paid for. We did not leave a single item behind and gave them a lot of business. I will not stand for the violation of my privacy as I think it’s disgusting and needs to be addressed. I have screen shots of the Google review and I am happy to provide more information. My desired outcome is to have my PlayStation5 and game returned to me for a payment of $280 (the amount they loaned to us). This is due to the hardship they have caused. And if it is not then a cash payment to cover the retail cost of the PlayStation and game so that it can be replaced.

  Business response

  20/05/2022

   Hello, in response to the customers complaint we are providing the accurate information on their account. The client ****** ***** borrowed on his PS5 which was due on March 20th, 2022 (pic *********. The Customers signed a legal contract which states they have a period of 30 days to come back and pick up or extend their items for another 30 days.
  When a customer contacts us and asks for extra time, we do try to help them. However, as a business there is a limit to how much we can do, after a few broken payment arrangements *** *** **. The customer asked us to hold until March 31, 2022, customer called asked to hold again (pic BBB2) until April 5th, then April 15th, 2022. After missed due date, and 3 broken payment arrangements the item was sent to storage to prepare for sale. The customer called back May 1st ,2022 (pic BBB3), at which time it was too late, the item was no longer available. This is standard business practice, and the customer was given more chances than another business may give.
  

  Next, to address Google reviews. Responding to an upset customer that posts on more than one account is normal. As multiple reviews affect our rating, we post the same answer to all reviews given by the same people using multiple accounts/names. This is not violating privacy, as the accounts that posted are the names the posters used to publicly review us, and the other account has posted 7 reviews, so we don’t feel it was used by accident. We do not choose the names for the google account or share anything they did not post themselves to the internet. As for the screenshot of the “update”, we checked Google as of this morning May 20, 2022, and it is still the original review that was posted on both accounts.
  

  Lastly, to address the final issue, we do not change policy, or compensate in any way due to extortion, slander or threats of future consequences. The customer willingly entered into a legally binding contract that ended March 20th, 2022, and we attempted to accommodate the customer multiple times, which is more than what is legally required by law. With that said, we will not be offering any compensation due to their inability to meet their commitment (payments) in a timely matter. As in any other business, if someone is unable to make payments the items are repossessed /sold to recoup the money the business put out.

*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. ↩