ComplaintsforCheck Cash Express

• Initial Complaint

  04/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I’m reporting Theft from the facility. My father who is elderly went to their facility to turn in some coins, after he turned in his coins the receipt was printed with his earnings. The line was rather large so he noticed there were no signs stating a coin voucher could not be turned in on a different day so he decided to leave and come back a different day to cash it in. When he did they told him they would not cash it in and that he needed to do it the same day. There are no signs that state the voucher must be redeemed the same day. There is no expiration date on the voucher and when he was told he could not redeem it or get his change back they told him it was a **** **** machine and that he would have to contact them. I contacted ********, they have no machine at their facility. When looking at the machine it states ********* ******* coin machine. The employees refused to admit it was not a ******** and to return his change or give him his money. It was only when I pointed out theft and all the legal aspects of them not validations a voucher that had no expiration date on it that they finally validated his receipt and gave him his money. I see a lot of elderly individuals entering this facility and many not knowing English. I can imagine they have stolen from many people here in the past few years with their scheme. For the record ******** receipts do not expire and can be redeemed with a simple call to their customer service line. They refused to give me the number for the machines company they had in their store and just kept saying it was a ********. Please do something about this place, so many uneducated individuals go here and are being taken advantage of.

  Business response

  05/09/2022

  May 4th, 2022 
  Dear *** *******, 
  In response to the aforementioned complaint, thanks for allowing me the opportunity to respond. I have been in business at this same location for twenty-one years. Our business is not a fly by night operation, further more we are not here to steal from our customers. I am an honest business woman and have dedicated most of my adult life serving this diversified community. 
  We do have a coin machine for our customers to use and there are signs posted in the store stating that the receipts must be validated the same day. There should have also been a message on the receipt stating the same. Unfortunately, our store was looted last year as many others in our community and when the machine was replaced the disclaimer was not added to the receipt. We did not realize this until this particular incident, it has since been rectified. The reason for this is to avoid counterfeit receipts from being presented for cash. A problem we have faced in the past causing us to instate the same day policy. Our goal is to provide great customer service to our customers, but | also need to protect my business interest. 
  The gentleman came to our store to use our coin machine and because we had a long line, he refused to wait. When he returned several days later with the receipt I was not in the store. An employee called to inform me and I told her that although it is to be cashed the same day I would review our daily reports for the day and will get back to him. We would not have a problem reimbursing him, but he would have to wait upon my return. I was away and not due back for a few days and he agreed. When I returned to the store, I checked the reports and saw our totals were off the amount of his receipt. I told my employees to pay out the amount and they did. In the interim his daughter was carrying on about “the coin star machine and the manufacture". She was too busy yelling and cursing instead of listening to what my employees were trying to tell her. 
  Again, it is our store policy that all receipts be presented on the same day. We have many signs in our store and they are both in English and Spanish. In order to avoid this from happening again we have added additional signs and have put the disclaimer on the receipt. 
  If you have any questions or concerns, please feel free to reach out to me at (215) 634-0600. Thanks in advance for your time and consideration. 
  
  Sincerely, 
  Debbie P******* President/Owner 
  
  

  Customer response

  05/09/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: it states false accusations and false information regarding the incident.  Please see the attached letter regarding what happened that day.  Feel free to contact me with any questions please. Thank you again for taking your time to review all the information given.
  
  Regards,
  
  *******************************
  

*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. ↩