B And B Movers

Review: I purchaced a new washer and dryer and was delivered by Conns. The washer did not have a dent on the front panel in the store but upon delivery there was a small dent. I have made several attempts to resolve this but one departments blames the other. I was told that they were not going to do anything that I should just live with it.Desired Settlement: Either change the front panel or some kind of cash reimbursement for the damages.

Business

Response:

Review: Went into Conn's in July to look at mattresses after finding one I liked sales rep advised me of a similar model on clearance. I was interested in the new item was because it was a floor model. [redacted] advised me that I had a warranty with manufacturer and warranty with Conn's if anything were to go wrong advised me to apply to discus finance options. I was told my available credit with Conn's would be $2000 and I would qualify for 1 full year of interest free financing. I went ahead and acknowledge that I wanted the mattresses and as setup account began [redacted] informed me that due to the reduced priced mattresses I would only qualify for 6 months, unless I added another product to put me over $1000. Didn't want to add another product but after talking with him looking around I decided to add on a Home Theater System with put me well above $1000, as he was adding the theater system on the account I asked about shipping and [redacted] advised there would be no charge and we proceeded. Upon finalizing the contract [redacted] disclosed to me that I would have to pay for shipping, I immediately objected and told him that he promised me free shipping. He then said the system would not allow him to offer that, and he apologized. He offered to personally deliver the mattresses that night in his truck after he got out of work. I agreed that would be fine, and from that point to the final signature, he advised me that he would probably not be able to take them to my house. And it would be best for me just to pay for the delivery, which I would get a rebate for in the mail, and plus anything that would happen to my mattresses during the delivery would be Conn's responsibility. I agreed and signed the contract. I never received a rebate offer, and on 2/*/14 I went into my local Conn's to see about a pay off amount to pay off with my income tax. The amount seemed higher than my personal calculations. I questioned it, and the representative advised me that I was only interest free for 6 months.Desired Settlement: I feel like [redacted]'* sales tactics are not ethical, he cons you into getting more product to save money but falsely related the information that I would have been in a 1 year interest free time period. I am extremely upset, that the store manger serg, would not help me, and basically told me it's hear say. I want a refund of the accumulated interest they back charged me as well as the delivery fee that was added to my account without a rebate and I want my 1 year as promised.

Consumer

Response:

Still have not heard anything from company

Business

Response:

Review: I received my couch in June of 2013. By September I noticed there were staples coming out on the backside of the couch and everytime we would sit some sound from the couch. I had several family emergencies; including a death by suicide in the midst of this and myself calling right away. When I did call someone came out a restappled; but, never really addressed the noise. Any how I called again; several times. In April someone came out and said it would take around 8 hours to repair. It was a manufactures defect and the time to repair would have to be approved; however, I was better off asking for a replacement, he said. He fixed the stapples again. He had to report the problem back and I would receive a call with a resolution. I never received a call, letter or email. It was now time for my son to graduate High School and leave to the Navy and so...once again extremely busy, not time, a ruined couch, frustration,etc. I called back in June 22, 2014. I spoke with a young lady who also stated it was a manufatures defect that the gentleman entered into the system and would see about a repair or replacement. I also advised of my daughter cutting her thigh on the same staples that continued to come undone. She said she would submit a ticket and I would here back via email within 48 hours. Once again never did. I called back again for them to tell me they could not do anything because my warranty expired june 22, 2014 (the day of one my calls) and never informed of this. And I explained the complaint and phone calls to place before June 22, 2014. I ahve spokedn to supervisors and CSAs. I have calls recorded with the different and inconsistent information. Please help me.Desired Settlement: If I have to pay for this items I want a replacement.

Business

Response:

Thank you for the

opportunity to respond to Mrs. [redacted] complaint. Our records show

on 6/22/13, Mrs. [redacted] purchased a Corinthian Contender

sofa which came with a limited 1-year manufacturer warranty. Our records indicate Mrs. [redacted] contacted us

on 1/15/14 and stated the staples in the back of the sofa were sticking out and

the back was coming off. A service call

was set-up and the serviceman reattached the loose back strip and restapled the

top strip to the manufactures specifications.

Our records show the next time she contacted us was on 6/27/14 after her

manufactures warranty had expired on 6/22/14, therefore the service call was

canceled. Although the inspection report

does not state there was a manufactures defect Conn’s has agreed as a goodwill gesture

to exchange the sofa due to the inconsistent information she received. Mrs. [redacted] has been contacted and is aware of

the approval.

If we may be of further

assistance Mrs. [redacted] may contact us at [redacted]

Kind regards,

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me; however, I recently purchased another set and had it dropped off at your store in [redacted], yesterday July 23rd. I was provided a receipt and told it would be removed from my account would be credited. That's all I want now. I will continue to pay for the television once my account and contract has been updated.

For the recored, I contacted my phone carrier and the information is incorrect. There are over 25 calls made since January of 2014 regarding this matter (will be receiving in the mail soon). On June 27th I called to check the status of, Sunday June 22nd's phone call regarding the ticket I had entered on that day. I have asked for all calls and emails to be pulled where it shows I have been contacted regarding this matter. I do believe anytime someone accesses an account wether you enter comments or not it leaves a foot print of who and when the account was accessed. I would still like all the calls and emails for my records.

Regards,

Review: I purchased a riding lawn mower from Conn's less than a year. I started having some issues where it did not want to turn on I called Conns to let them know. I was given the customer service 855 number. I called two weeks later to see where my tractor was at. I was given that 855 area code number. I was told they had no idea where my tractor was at. They gave me their San Antonio customer service number. I called that San Antonio number they said they didn't know where my tractor was at for me to try the Harlingen TX number. I called that Harlingen number I was told they had just move their warehouse to McAllen TX. I called the McAllen TX. number I was told that they didn't have access to the work being done on my tractor. I was very upset told the manager their [redacted] to give me their corporate number he gave me a disconnected number. I finally googled their number and I spoke to some girl called [redacted] who said she was going to look into what was going on she said she was going to try to locate my tractor. She tried but was unsuccessful. It has been 3 weeks now and have yet to find out where my tractor is at. I am extremely upset when they came to pick up tractor at my house their employees asked for gas money. This in itself really upset me. I thought I was buying from a reputable company but I am extremely disappointed and disgusted by their way of doing business and treating those people who are responsible for putting a portion of what money goes in their pockets. I will never recommend Conns to any of my fiends or family. I hope they can at least find my tractor soon. When I forget to give the payment on time they will call me and hound me down but yet I don't get the same treatment when I need their help. Embarrassing to those who run this company I wished management had better control of what happens with their customers I have complained to more than one person and have yet to hear from a single one of them they have thrown my complaint under the carpet.Desired Settlement: I demand a replacement and reimbursement

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted] complaint. Our records show on6/20/13, Mrs. [redacted] purchased a MTD riding lawn mower with a 36-month Repair Service Agreement. Mrs. [redacted] elected to have her lawn mower delivered; we show Mrs. [redacted] signed acknowledging her lawn mower was delivered and received on 6/21/13 in good order. Our records show Mrs. [redacted] contacted our service department on 9/23/14; stating the lawn mower would not turn on. Based on Mrs. [redacted] product and issue reported Mrs. [redacted] lawn mower was sent to service. Upon receiving Mrs. [redacted] lawn mower the technician inspected the unit and found the carburetor needed to be clean and the battery needed to be replaced. The technician removed, cleaned, and reinstalled the carburetor. Although batteries are typically not covered under the Repair Service Agreement as a gesture of goodwill and customer satisfaction Conn’s replaced Mrs. [redacted] battery; the technician ran tests on the lawn mower and the unit tested ok. We sincerely apologize to Mrs. [redacted] for the experience and any inconvenience that was caused as a result of delay. If we may be of further assistance, Mrs. [redacted] may contact our Customer Service Department at [redacted] Kind regards, [redacted]

Review: On Friday evening, April 18, 2014, I went to Conn's located at [redacted], and purchased a 50" LG television. I paid for the tv in full with my Visa Debit card. On Sunday morning, I plugged the tv in and it did not work. The screen was black with some discoloration along the bottom of the screen. I attempted to call Conn's several times that day, however, it was Easter Sunday and they were closed. On Monday morning I called the Conn's store and spoke with the manager to arrange for an exchange. However, I was informed that I did not report the damaged tv within 24 hours (by Saturday evening) and therefore, there was nothing he could do. This "24 hour" policy is not mentioned on any piece of paper sent home with me. The return & exchange policy of 30 days from the date of purchase is the only "policy" on my papers. After several phone conversations, I was told by the manager that I had to follow "procedure". In short, an individual from AV Electronics was sent to my home that following Wednesday and it was determined that the tv had physical damage and would cost approximately $750.00 to repair. I have also spoken with LG and because it is physical damage to the tv, it is not covered under the manufacturer's warranty. I have spoken with Conn's corporate office, service department, and the store, only to be told there is nothing they can do...the tv was not reported damaged within 24 hours, something I had no way of knowing. I would have plugged this tv in the moment I got home with it if I had known of this so called "policy". This tv came damaged from Conn's, I was not told of a "24 hour" reporting policy, and Conn's now has my money and I have a tv that does not work. I have never been treated so poorly by a business. I have bought several washers and dryers, as well as tv's, from Conn's over the years. However, customer loyalty seems to matter nothing to them.Desired Settlement: Initially, I simply wanted to exchange the tv. However, due to the way I have been treated by Conn's, I would like a full refund.

Business

Response:

Thank you for the opportunity to respond Mr. [redacted]’

complaint. Our records show on4/18/14, Mr. Stears purchased a LG 50” TV with a limited 1-year

manufacturer warranty from us and elected to pick up his item at our Airline

Highway location in Baton Rouge, LA. Mr. [redacted] signed his invoice

verifying his item was received in good order. Our customers are given

the opportunity to inspect their product prior to leaving the store. Once

the product has left the store we are unable to determine when the damage may

have occurred. On 4/21/14, Mr. [redacted] contacted

the store; stating the television displayed a black screen and showed some

discoloration along the bottom of the screen. Although Mr. [redacted] informed us three days after his purchase was made, service concluded the

damage reported was caused by physical damage, which is not covered under his

manufacturer warranty. As a goodwill gesture Conn’s agreed to exchange

Mr. [redacted] television. On 5/06/14, Mr. [redacted] has exchanged and received his new television.

If we may be of further assistance, please feel free to contact

Customer Service at 1-877-358-1252.

Kind regards,

Customer Relations

Review: On 5/19/14 my wife went into Conn's in Phoenix, AZ with a picture of a pricetag/sku that she had taken a couple months earlier when we were in the same store. The sales associate stated that although they no longer had them on display they were still in the warehouse and available for delivery. The name of the mattress she showed a picture of was "Serta i-series Celebration plush." The next day they delivered the mattress and I checked that the mattress tag matched the receipt which it did. Unfortunately what I did not realize is that the sales associate did not ring up the mattress we had asked for. The paperwork I was looking at said "Celebration King Fi" He sold us the "Celebration FIRM" and we did not realize this until the next day after trying to sleep on it. We called them back and the associate on the phone said come back in. We then spoke with manager [redacted] and told him we just wanted them to give us the mattress we asked for. He said they didn't have it and we would just have to pick out another one and pay whatever the difference was. I didn't feel this was a fair option, we did not want to pay more and we do not want a different mattress from what we asked for. I then called their customer support number and told them the same thing. Their reply was that we would have to pay an exchange fee since we accepted delivery. My wife gave them a sku number and they sold her a different mattress. I believe this was an intentional bait and switch; they offered a great deal on a mattress and then wrote the paperwork up for something else. My wife is pregnant and is having trouble sleeping on this mattress, this is why we replaced our old mattress in the first place. Unfortunately we disposed of that one to make room for the new one. My cell phone automatically records and saves all conversations so I have them available for reference if needed.Desired Settlement: We simply want the mattress that we were told that we were purchasing. SKU# [redacted] Serta i-series Celebration Plush. There should be no other fees on our part as this was a clear bait and switch attempt.

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted] complaint. Our records show on 5/19/14, Mrs. [redacted] purchased a

Serta Celebration king firm mattress, a Serta Elite mattress protector, and

delivery totaling $1,144.75. After researching Mrs. [redacted]’s complaint we

found there was miscommunication. Conn’s has agreed to exchange Mrs.

[redacted]’s mattress as an even exchange and waive the exchange processing

fee. Mrs. [redacted] may contact her local Conn’s store to process exchange.

If we may be of further

assistance, Mrs. [redacted] may contact Customer Service at [redacted]

Kind regards,

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. Assuming that the mattress that they are offering when we get to the store as an even exchange is the one that we originally attempted to purchase.

Review: Conn's was told that we have medical issues and need adjustable beds that individually worked and to fit our [redacted] bedstead that has a wood headboard, footboard and siderails. There was confusion on the saleswomans part when she took it to her manager and he told her how to write the product up. She quoted us the price of $[redacted] and we were extastic since it was a bit less than what [redacted] had quoted us previous to going to Conns. That is ther reason we bought from them, than [redacted]. We did not get delivery when promised because one of the mattresses came in damaged but were never told about the real issue we later had when delivered. When it came approximately 1-2 weeks later, we had removed our mattresses and stored them. The delivery guy explained to me there was an adjustable base missing that all he had was one XL Twin adjustable base and two XL Twin mattresses. Before I would let them unpack them I called the store and the sales person was in a meeting and could not be disturbed, is what I was told. The delivery man said to allow them to set up what they had and maybe she would call by the time they were through. They were just moving to pull out of my driveway when she called and I tapped on the side of the truck. The driver stopped and the sales person said I should refuse the whole order, the driver just waved at me and drove off. She called me the next day and convinced me to come in and sign another contract to get the other piece and would write a credit for the error. I called several times to see when the credit was coming and got blew off and decided I needed to go by the store. I was put off again and said it was going to be put in the mail. Never came. I went by in 2 more weeks, and low and behold, the sales person no longer worked for Conns and the manager that approved the transaction to straighten the mess out, no longer worked in THAT store. I could not find out if he still worked for Conns. The mgr there said I would have to call Corporate. I did, no resolution.Desired Settlement: As agreed by the sales person and that manager that approved it for the first contract or take all of it back for full refund.

Business

Response:

Thank you for the opportunity to respond to [redacted].

[redacted]’s complaint. Our records show on [redacted] purchased

two [redacted] twin XL mattress, a [redacted] adjustable base and

received a free 32” [redacted] with her qualified purchased. [redacted] products

was delivered and received in good order on [redacted].

After researching [redacted]’s complaint, we

found the second adjustable base was not added to her original invoice/contract. Due to the error [redacted] was contacted

and informed she would need return to the store in order for the representative

to manually add the second adjustable base on her contract. Our records show on

[redacted] signed a new invoice and contract acknowledging she was

aware of the additional item and price of the adjustable base that was manually

added to her contract; we have no record that [redacted] was offered any

additional compensation towards the purchase. We show [redacted] new

adjustable base was delivered and received in good order on [redacted].

At this time we are unable to honor [redacted]’s

request; [redacted] signed a new contract and invoice which provides

details regarding total amount that would be added to her new contract.

We have included a copy of [redacted]’s amended

contract and invoice with our response.

If we may be of further assistance, [redacted]

may contact customer service at [redacted].

Review: We purchased a couch from the Waco location and after 1 month the frame broke while we were just sitting on it. We were told we had lifetime warranty on it and they would fix anything as long as it wasn't pen marks. We called and they sent someone to repair it. We thought the problem was fixed but after just a 2 weeks it broke again. We called and were told they were going to send someone but nobody ever came. We called again and they wouldn't send someone. They kept calling about us giving our payment but wouldn't send someone to fix our couch. We didn't want to pay until someone came and fixed it or they gave us a new couch! Finally after a month someone was sent but they didn't do anything. They saw it, said they couldn't do anything to fix it, took pictures and said we would get a call in less than 6 days. Never got a call. I gave them time but after two weeks I called. They kept saying they never got anything and apologized and sent someone else. This person saw it and told us it was un repairable but he would try to do something to make it look fixed. After he did that he said he would put in his notes that it was in repairable and that we should get a call soon. It broke again the next day and we never got a call. We asked to get a new couch but they said they can't do that until they make sure it is in repairable because the last man they sent did not tell them it was unrepairable like he said he would. So they said they would send someone out to verify that it is in fact unrepairable. This was 2 weeks ago and nothing has been done. We refuse to pay for something we can't use. We are getting really bad Customer service because a lot of the times that we call someone hangs up on us but they make sure to call when we miss a payment!Desired Settlement: We would like to either get a new couch or even better, our money back. We do not want to deal with Conns anymore. We would like it if Conns would take their furniture back and give us a refund of what we have spent so far. Horrible customer service.

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted] complaint. Our records show on

8/12/13, Mr. [redacted] purchased a Jackson

Axis sectional furniture set which consist of a right and left sofa with a

48-month FurnitureGard Plan. After further review, we show Mr. [redacted] has had

two completed service calls for the left sectional sofa with the last service

call being placed on 6/5/14; stating the repairs that were complete did not

hold up, wood frame is still broke on the bottom of the sofa. After reviewing

Mr. [redacted]’s service history, Conn’s has agreed to exchange the left sectional

sofa due to excessive repairs. We attempted to contact Mr. [redacted] on 6/10/14

to notify him of the approval for an exchange however; we were unsuccessful in

our attempt. We are unable to honor Mrs. [redacted]’s request to return the

furniture for a refund due to Conn’s Return and Exchange Policy.

If

we may be of further assistance, Mrs.

[redacted] may

contact Customer Service at 1-877-358-1252.

Kind regards,

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.

Review: I purchased a macbook computer from conns on Jan**,2012.I had some issues with the computer. I contacted apple support . [redacted] support informed me the computer was a 2012 , it is now 2014 and someone else was the registered owner which means it was used. I went to return the misrepresented product and was told I had to get the same product ,which.would be a 2012. I wanted to select another product.I was told if I did select the same item I would be charged a restocking fee.I should not be charged a restocking fee for a product conns misrepresented.Desired Settlement: I would like Conn's to take the product back and not charege me a restocking fee.

Business

Response:

Thank

you for the opportunity to respond to [redacted] complaint. Our records show on 1/**/14, [redacted] purchased

a Macbook Pro with us and 37- month Repair Service Agreement with Accidental

Coverage. We have researched [redacted]

complaint and confirmed during our initial investigation that [redacted]

computer had not been previously purchased through Conn’s. We have contacted the vendor to further

investigation the matter. Meanwhile,

Conn’s has agreed to offer [redacted] the option to Return or Exchange her

macbook without a restocking fee. [redacted] may visit our nearest Conn’s to return or exchange. We sincerely apologize to [redacted] for her

experience with regarding her purchase with us.

If

we may be of further assistance, [redacted] may contact me directly at [redacted]

Sincerely,

Customer Relations Officer

Review: Conn's is ridiculous. Their customer service is the worst I have ever experienced. The salesman was full of crap, he lied to me. He told me I could try out a bed and if I wasn't happen with it everything was totally exchangeable or refundable.I even asked about 8 times just to be clear. I ended up not liking some of the features of the bed, I financed a 4000 dollar bed & setup and now they're telling me it's not exchangeable. I've had the merchandise for about 4 days now. I have called corporate to inform them on the terrible lack of information their employee provided me and I was transferred 3 times when I asked for a supervisor, 1 of the girls even lied to me & told me she was a supervisor, gave me her fake employee number and then hung up on me. All they had to say to me was ..."they were sorry that their employee didn't tell me the right stuff but there is nothing they can do for me." I spent 3 hours on the phone trying to talk to a supervisor and when I finally talked to someone that claimed to be a supervisor, she then told me she was sorry that I was told the wrong information but it's policy and I'll just have to be stuck with this purchase. So now I'm stuck paying over 4,000 dollars worth of something I'm not at all happy with. ([redacted] bed) They are the absolute worst, they have no compassion or any care in the world for what has happened to me. Basically told me, I should have read the policy of Conn's better, mind you , they handed me the policy papers after everything was all signed, said & done. They're crooked and just want your sale. The sales people don't give a crap about you, they just want their commission! Do not shop at Conn's. They're named "Conn's" for a reason...I want to return the 1700 dollar adjustable base that I was told I could try out with no worries. [redacted] told me that if I did not like it then I could return it, no questions asked.Desired Settlement: I want to exchange my mattress and I want to return the adjustable base and get my refund of 1700 dollars. And I would like an apology for all the inconvenience this has caused me.

Business

Response:

Thank you for the opportunity to respond to [redacted]’s

complaint. Our records show on 10/11/14, [redacted] purchased a [redacted] Queen Mattress and [redacted] Queen adjustable base both with

a 10-year limited manufacturer’s warranty. [redacted] delivery was scheduled

and received in good order on 10/12/14.

We received [redacted]’s complaint and found she contacted our

helpdesk department on 10/15/14 stating she was not satisfied with her mattress

and wanted to return the unit. [redacted] was informed that Conn’s has a No

Return or Exchange Policy on mattresses however; she could return/exchange the

mattress after 30-days in her home as part of [redacted]’s [redacted] 120-Night

In-Home Trail. [redacted] was also informed that the adjustable base she

purchased was excluded from the in-home trial period and she would not be able

to return or exchange the base.

At this time we are unable to honor [redacted]’s request to

return her [redacted] adjustable base for a refund; this base is

excluded from the 120 Night In-home Trail Policy. We have included supporting

documents in our response. We sincerely apologize for any inconvenience [redacted] experienced.

If we may be of further assistance, [redacted] may contact us at

[redacted].

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. [Provide details of why you are not satisfied with this resolution.]Regards, Conn's DID NOT inform me that the adjustable base was NOT returnable. If they had informed me of that I can promise that I would not have went through with the trial. Also, the delivery was not a "good" one. Terrible experience, the crew leader was rude and she did not haul off the old mattress that we had. While I was on hold numerous times, the hold music voice clearly states that Conn's WILL haul away our old Mattress. The crew said they would think about it if we were "NICE" to them. Conn's has disappointed me and stressed me out to the fullest and they have no remorse. I guess they just do NOT care about their customers and are only trying to get money out of us. I will NEVER shop at Conn's again and I will be sure to tell even more people about my HORRIBLE experience with Conn's.

Review: I was told my delivery of my furniture would be on [redacted] and I would get a call with a three hour window. I got a call, but the delivery was never made. Finally when the delivery arrived, the furniture was damaged.I called Conns to [redacted] and the manager told me that I would get my furniture on Sunday [redacted]. The furniture never arrived. I called the store at [redacted] and was told that my furniture would arrive on Monday [redacted].Desired Settlement: I need a reduction on my total bill for all the lies said to me and deception of delivery of my furniture.

Business

Response:

Review: Bought LG washer/dryer from Conn's Appliances on December 2013. Told Mgr. [redacted], was specifically looking for dryer to take odors and wrinkles from clothes--needed to save money on dry cleaning bill. Went to store one week after purchase, told mgr. dryer not taking odors/wrinkles from clothes. Was instructed how to use dryer-did so but nothing worked. Went to several Conns stores several times for help. Told two salesmen if dryer won't get odors/wrinkles out, I need to return it and get regular set. Told them I was not gonna pay for this expensive set if it doesnt do what I bought it for; If I have to take clothes to cleaners/iron,can use regular set. Each time was instructed by Conns something else to try but nothing worked. Salesmen finally admitted they did not know how to work dryer nor do they know for sure what dryer will/wont do-stated they were never trained on washer/dryer. I now believe Conn's salesmen were stalling me until my 30 days were past so I could not return mchdse. Had to pitch fit to get service scheduled for home. Had 2 yr. svc. warranty but LG told me No several times they were not going to send service person because dryer was working. It was not doing what I bought it to do but LG stated as long as not broken would not send anyone. I told them I would contact Revdex.com, they did send [redacted]s Appliance). [redacted] told me dry clean clothes should not be put in this washer or dryer. He said No dryer takes odors from clothes. He did put regular clothes in dryer to see if wrinkles would come out but to no avail; stating dryer not steaming as it should and that he would order some type of drum. After speaking with LG Corporate in Huntsville, AL, was told [redacted]s report stated nothing was wrong with my dryer. Spoke to [redacted] Appliance partner, his wife, who said her husbands report did not say anything was wrong with dryer and that it was working properly and no mention of a drum. Dryer does run but it does not take odors/wrinkles out, which is the only reason I bought it.Desired Settlement: Since the dryer did not take the wrinkles or odors out of my clothes as advertised by the Conn's salesman, the dryer manual, and the imprint on the product itself (steam fresh/wrinkle care/static control), I feel it is only fair that I be given another washer set as replacement for this one. I need a regular washer/dryer set. Joe's Appliance said NO dryer takes odors from clothes and any clothes that says "dry clean" should only be dry cleaned and not put in a washer/dryer.

Business

Response:

Thank you for the opportunity to respond

to Mrs. [redacted]’ complaint. Our records show on 12/07/13, Mrs. [redacted] purchased a LG

high efficiency washer and dryer with a 24-month Repair Service Agreement, two

LG pedestals, and delivery totaling $2424.67. Our records do not indicate

Mrs. [redacted] has contacted us prior to filing her Revdex.com complaint. We

attempted to contact Mrs. [redacted] but was unable to reach her at this time. We

have researched her concerns and found the set she purchased does have the True

Steam feature; details of the dryer features can be found online. Based

on Mrs. [redacted] complaint it appears this set will not meet Mrs. [redacted]

needs. Although, the 30 day Return and Exchange period has expired,

Conn’s is willing to extend Mrs. [redacted] the option with a 15% restocking fee.

Mrs. [redacted] will need to contact her local store to have exchange processed.

If we may be of

further assistance, Mr.

[redacted] may contact Customer Service at 1-877-358-1252.

Kind regards,

Customer Relations

Business

Response:

We received Mrs. [redacted] additional comments. Our records

show the delivery check that was mailed has not been returned to sender

therefore we have placed a stop payment on the check and it has been reissued. Conn’s will fedex the check within 2 business

days to the address on file and provide Mrs. [redacted] a tracking number via email.

If we may be of

further assistance, Mrs. [redacted] may contact Customer Service at [redacted]

Kind regards,

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.

I have received the $86.59 check from Conn's. We can now close this case. It is such a shame that Conn's was not willing to work with me at the onset and resolve my problem amicably without having to bring the Revdex.com into it. Thank you Revdex.com for all of your help in this endeavor. It would not have happened with this outcome had you not gotten involved.

Again, thank you.

Review: I opened an account [redacted]) with Conns in 8/[redacted]12 with no interest for one year if paid in full. I call Conn's in 6/*/13 to request the balance and was told that I had to pay $946.69 by 7/*/13 for the account to close and not have to pay interest. I paid $800 on 6/*/13, $76.91 on 6/**/13, and $69.78 on 7/**/13. I thought the account was closed until October when I called to question about two other accounts and find out this account is still open. They said I did not pay the account in full so now I have to pay interest. I told them the account is paid off because I paid what I was told to pay by 7/*/13. They said the account was unpaid by $11, and now I have to pay interest. I did not receive a call, letter, or email telling me the account will now be charged interest because it was not paid in full. I requested Conns to go back to the call logs and recordings to hear what the exact amount their representative told me to pay to prove to them that it was error on their side. They put it through their review board twice to see if the account can be closed and not be charged interest but it was denied twice. I was then told in November to pay the remaining $11 to pay what was needed to close the account and that it will be reviewed and most likely be approved but was never sent to the review board and the $11 as a payment to the accrued interest. I believe that I should not have to pay any more money to Conn's because I was mislead on my balance by $11 and now I have to pay as of today (12[redacted]/13) $454.10. I have been stressed out and troubled with this ordeal and not making it easier on me being a full time nursing student in Sam Houston State University. This has caused me stress and trouble with everything. This is not my first time doing business with Conns. I've had numerous accounts over the past 4 years and paid them on time every month and before the year to avoid interest. They have made me go in circles about this account and speak to different departments. I need this account closed!Desired Settlement: All I want is for this account to be closed and not have to pay the interest. I paid the remaining $11 in November that was supposed to close the account off in July. I also do not want the missed payment on my credit report, and if it is, for Conn's to correct that. I do not want any bad history on my credit report because of this mistake made by someone else and not me.

Consumer

Response:

Please inform me of the status of this complaint

thank you [redacted]

Business

Response:

Review: I initially opened an account with the company in 2012. About every other month I would receive notices from Conn's about my available credit and inviting me to come into the store to purchase more merchandise. In July 2014, I went into Conn's and purchased a washer and dryer. At that time, I had $4,000 in available credit and the washer and dryer was roughly $ 1700. I received a new coupon payment booklet and I begin to make my payments according to the new payment. At no time, was I told that I was opening another account; nor would I have opened a second account since I had available credit on my existing account. In mid-November I started receiving multiple calls a day from Conn's demanding $9.00 in late charges. Since the amount was so little I decided to wait until I made my next payment and just add $9. When I went to make my payment online, I accidentally locked myself out of the account. I had to call Conn's to get my account unlocked and that is when I discovered that I had 2 open accounts instead of my initial account. I was told by the customer service rep that she would take care of combining the accounts. I then made my payment online. The next day I was called 3 more times by Conn's. I informed them of my payment and that my accounts were supposed to be combined. I was told that perhaps the system had not updated. Today, I was called by Conn's and told that I still had two accounts and that it was my responsibility to fix the situation. I was also told that my credit was going to be negatively impacted unless I paid them $70. When I pointed out, that this was not a situation of my doing and that Conn's should fix the problem, I was told that I needed to go into a store and fix it myself and then $70 was demanded. I have paid my account (the only one I was aware of) each month.Desired Settlement: I would like for Conn's to fix their mistake and combine my two accounts into one. I also do not want my credit to be impacted since this was not my fault and I have been paying.

Business

Response:

Thank you for

the opportunity to respond to [redacted]’s concerns regarding the combining of

her two accounts.

According to

our records, [redacted] signed a 30-month retail installment contract on

December 29, 2012 which created account #[redacted]. This contract included a 12-month no-interest

financing promotion. [redacted] signed another

30-month retail installment contract on June 27, 2014. This contract created account number [redacted].

These two

contracts could not be combined because [redacted] has the 12-month no-interest financing

promotion on account #[redacted]. When

one contract has the no-interest financing promotion, it cannot be combined

with other retail installment contracts.

[redacted] has

not received any negative credit marks on either account. The next payment on account #[redacted] was

due on November 10, 2014 with a minimum amount due of $70.87. The next payment on account #[redacted] is not

due until January 10, 2015 in the amount of $100.13.

We value [redacted] as a customer and appreciate her bringing her concerns to our

attention. Thank you,Cheryle S[redacted]

Business

Response:

Thank you again for the opportunity to respond [redacted]’s

concerns regarding her accounts.

Review: as of 10/2013 kept getting flyer stating pass due balance of $129 due on bi wkly arrival. I contacted that payments have been made on time through dmp care1. After checking payment there actually was overpayment of @ $350 that I have yet to receive. I contacted care1 and involved them as well to resolve issue because conns reported delinquent notice to credit agencies. conns had bad given many excuses including record keeping mistake showing no payments from 7/13 to 10/13.Desired Settlement: would like overpayment amount refunde and delinquent notice removed off credit report.

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted] concerns regarding account [redacted].

According to our records Mrs. [redacted] signed a 36-month contract on April 1, 2009. Mrs. [redacted]’s account began assessing late

fees on October 11,

2009. We offered Mrs. [redacted] a

total of 13 payment extensions over the term of the contract in order to bring

her account current. Beginning May 17, 2012 Mrs.

[redacted] began making payments of $87.00 when the minimum payment due was

$87.96. This caused her to continue to

assess late fees on the account because she was paying less than the minimum

required payment. On January 24, 2014, we mailed Mrs. [redacted] a copy of the

payment history as requested.

Our records further indicate on February 21, 2014, we

reversed a total of $106.26 in late fees as a good will gesture. This brought

the account to a zero balance and the account closed. We also removed the negative credit marks

from Mrs. [redacted]’s credit reports at that time.

We value Mrs. [redacted] as a customer and apologize for

any inconvenience the experienced in this matter.

Thank you,

Credit Help Desk Specialist

Conn's

Review: We bought a refrigerator on 8/23/12. The manufacturer warranty expired on 8/23/14. We did purchase the extended warranty with Conns. We called for service on 8/29/14. A technician came out on 9/1/14 and ordered two parts. We were told the parts would be in approx 3-4 days. On 9/5/14 we were told the parts would be in on 9/11/14 - almost a full week later than expected. The local branch of customer service told me there was nothing they could do to expedite the parts and that I could call the manufacturer and track the parts myself, Conns wouldn't do it. The corporate office said they would try and expedite the parts. I received no phone call back. I called again on 9/8/14 and customer service told me they don't expedite parts. They said there was nothing they could do. My husband and I went to the store where we purchased the fridge- they told us there was nothing they could do and technically they had 30 days to fix our fridge. We told them that was unacceptable - it's an essential appliance - yet they still said there was nothing they could do. We spoke with the service department several times that week. At one point we were told it would be another 30 days before the parts would arrive. Another time, we were told they couldn't find the parts. Then unexpectedly they called my husband on 9/10 and told us the parts were there but they couldn't come out to repair until 9/12. On 9/12 the technician did come to repair. However, he only replaced one part and left. At this time, my mother was supervising the repair because my husband and I couldn't take off work. She did not know the full circumstances in which what needed to be repaired. My husband was able to leave early from work. When he returned home and saw only one part was replaced, he called the technician. He came back out that afternoon but still did not complete the repair. Instead, the technician let out all the freon gas and claimed it had already leaked out. My husband was in the kitchen and watching him. We feel he did this on purpose but do not understand why. My husband called the service department after he left to complain. He spoke with the service manager and she committed to resolving the issue. She also told us that they have had similar complaints before. She called again 9/17/14 to let us know that the second set of parts had arrived and we should get a call from dispatch to make an appointment. On 9/19/14, we had still not received a call from them. We called the service manager again to let her know and she called dispatch to make the appointment herself. The appointment was scheduled for 9/20/14. On 9/20/14, we received a call from Conns stating they could not come out today because they would not send a technician for a three hour repair. They have not yet rescheduled anyone to complete our repair.

Under the extended warranty, they also covered claims for food loss. I submitted our claim for $184.99 on 9/10/14. We did not include in our claim about a quarter of what we actually lost. We felt that items that were mostly used or did not like were not necessary to claim. In total we lost about $300 in fridge and freezer foods. On the form, it states, it would take approx 7-10 days until we receive our refund. As of today, we have not received our refund or been given any updates on the status. When we visited the store 9/9/14, the store manager told us they only cover claims up to $150 and we would be lucky to get even that. We felt that the store manager did not want to help us and just wanted us to leave his store. He was very unprofessional and rude. The only person who seemed to want to help was Erica, however, she failed. She told us several times that she would return our calls and only did once. She did not provide any assistance in this matter but told us more conflicting information each time we called her.

My husband and I feel that this repair has taken too long to complete. The refrigerator is an essential appliance in every home and repairs and service should not take more than a few days to complete. We feel we have been lied to and treated unfairly by all we have contacted at Conns. Since 8/29/14, we have spent over $40 in ice alone just to keep what fresh food we have from spoiling. We have spent over $265 in fast food because we have not been able to eat at home. We have lost several items that we have purchased from the grocery store that we were unable to keep from spoiling. We have a cooler on hand and have been purchasing ice every day to keep what we can fresh.Desired Settlement: We would like to have our fridge either repaired or replaced (new model only, do not want a refurbished or used fridge) and a refund of $500 - compensation for food loss claim, ice, meals eaten during this time, time off of work, and unnecessary stress caused by the Conns staff and service.

Business

Response:

Thank you for the opportunity to

respond to [redacted]’s complaint. Our records show on 8/23/12, [redacted]

purchased an ** French door refrigerator with a 48-month Repair Service

Agreement Plan.

We received [redacted]’s

complaint and found she contacted the service department on 8/29/14 stating the

refrigerator was not cooling. A service appointment was scheduled for 9/1/14;

upon inspection the technician found parts were needed to complete repairs. We

show parts became available on 9/11/14 and scheduled [redacted]’s repair date

for 9/12/14. On 9/12/14, the technician installed the parts however; [redacted]

contacted the service department the same day stating the unit is still not

cooling therefore additional parts were ordered for repair. Once the parts

became available, [redacted] was scheduled for repair on 9/27/14; during

installation the technician found the wrong piece was ordered and could not

complete repairs. On 9/29/14, Conn’s agreed to exchange [redacted]’s

refrigerator due to service delay however; we no longer had the same model

available therefore, [redacted] received a store credit in the amount of

$2879.99 to re-select another refrigerator. Our records show [redacted] was

unable to find another refrigerator that was suitable therefore, Conn’s came to

an agreement with [redacted] to receive a full refund in lieu of the exchnage

for the refrigerator and Repair Service Agreement Plan. On 10/13/14, we

submitted a check request in the amount of $3117.59 the cost of the

refrigerator and $378.82 for the Repair Service Agreement Plan totaling

$3496.41.

In regarding to the Food Loss

Claim [redacted] submitted, we show she was approved to receive the maximum

amount of $150 as stated in the terms and conditions of the Repair Service

Agreement Plan. [redacted] also brought to our attention that she never

received her rebate from the initial delivery; Conn’s has agreed to honor her

delivery rebate and mail a check in the amount of $79.99. We sincerely

apologize for any inconvenience Mr. and [redacted] experience as a result of

the service delay.

If we may be of further

assistance, [redacted] may contact us at [redacted].

Review: I ordered furniture which arrive damaged and defective. I called the store 15 days in a row leaving messages for a manager. Went back into the store discussed the issue with my salesperson who offered to have order picked up or exchange for an alternate selection however new item was out of stock. Scheduled an appointment 2X with their repair department. Both times someone came out and concluded that the furniture was " defective and unrepairable" Still waiting for furniture to be picked up. After called this company every day for more than a month I am convinced that they are a total scam. Unfortunately now I read the thousands of complaints online after the fact. BUYER BEWARE !!! All they do is transfer you back and forth to many different departments with no knowledge of each others conversations. This is more than bad customer service, this is trained deceptive practices.Desired Settlement: At this point I would just like the store to come pick up all items from original delivery and process a refund.

Business

Response:

Thank you for the opportunity to respond to Mr. [redacted] complaint. Our records show on 8/23/14, Mr. [redacted] purchased the United Soho

Espresso sectional set which consist of three pieces (left sofa, right chaise

and ottoman) with a 1-year limited manufacturer’s warranty. Mr. [redacted] was

scheduled and received delivery on 8/29/14 in good order.

We received Mr. [redacted]’ complaint and found he contacted our

customer helpdesk department on 9/9/14 stating he was not satisfied with the

furniture set. Mr. [redacted] was educated the he could only exchange the furniture

set within 14 days from the date of purchase with a $129.00 exchange fee. Our record

show on 9/18/14, Mr. [redacted] contacted our service department stating the

cushions were sinking in on the left sofa and right chaise. A serviceman was

scheduled on 9/27/14; upon inspection the serviceman found the complaint was

regarding the difference in the way the cushions felt; the left sectional piece

was softer than the right. On 10/06/14, a service claim representative

contacted Mr. [redacted] and informed him that based on the serviceman findings

there were no defects found with the furniture; the firmness of the sectional

set is a preference that is not guaranteed by the terms and condition of the

manufacturer’s warranty.

At this time we are unable to honor Mr. [redacted]’s request to

return the furniture set for a refund; as of 9/12/14 he has exceeded the time

frame to exchange his furniture set. Based on the serviceman’s finding during

inspection, there was no defect found with the sectional set.

If we may be of further assistance, Mr. [redacted] may contact us at

1-877-358-1252.

Business

Response:

Thank you for the opportunity to respond to Mr. [redacted] additional

comments. Our records show only one service appointment was with our service

department on 9/27/14. Based on the serviceman’s findings, Mr. [redacted] complaint was regarding the difference in the way the cushions felt; the left

sectional piece was softer than the right, no manufacturer’s defect were found.

The serviceman noted the unit was non-repairable due to issues with comfort cannot

be repaired and is a preference that is not guaranteed by the terms and

condition of the manufacturer’s warranty. At this time we are unable to honor

Mr. [redacted] request to return his furniture set for a refund however; Conn’s

is willing to extend Mr. [redacted] the option the exchange his furniture set

with a $129.00 exchange fee.

If we may be of further assistance, Mr. [redacted] may contact us at [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.

It's obvious, yet not surprising, to see that this company is willing to lie to cover their scam and lack of customer service. All I know is that two individuals were in my home verbally stating that the couch was visibly and physically defective and unrepairable. Not to mention the delivery person pointing out the defect upon delivery !! Store Manager [redacted] stated to me more than once that when the report comes back unrepairable he will have someone pick up the furniture for a refund. I even had the delivery department call to schedule this pickup and then was asked if he could call me back but never did. When I was first willing to exchange for a completely different set due to the fact that the delivery guy and the sales person disclosed that there have been issues with this particular set I went down to the store and selected the exchange. I was then told that the new set was on backorder by [redacted]. This was when I was informed by customer service that they wanted to charge me a $129.00 exchange fee. I explained that I should not be paying this fee when the furniture arrived defective. I was referred back to the store manger and received the daily runaround as detailed in my previous report. I have made 37 phone calls in attempt to resolve this matter with the most horrendous results. As a matter of fact the first time I have ever received any type of professional communication was after I filed my report with the Revdex.com which is very telling! I have zero confidence in Conns as a company not to mention the quality of what they sell. I just want them to pick up their defective furniture set which is sitting here with tags still on it and give me the refund I was promised numerous times.

Regards,

Review: We bought a brand new dyer along with other items from Conns. The items were delivered and installed on Saturday the 7th. On Monday the 9th I came home from work and tried to use my brand new dryer that I have had for less then 72 hours at this point only to discover that it is not working. We had an electrician come out to check the power source to verify that our house was not the cause of the malfunction and it was not. Tuesday I called Conns to request an exchange of units being that we have a new unit less then 72 hours and it is no longer working only to be told a service tech would have to come out to service the unit and only when they deem it not fixable would they replace it. I was not happy about this as it being a new unit I wanted an exchange not a repair, then to find out they would not be out until the 12th was mind blowing, where is the customer service? But being I have no other option I agreed to the tech coming out in Thursday the 12th. When I spoke to my husband he was not happy either. He went to the location where we purchased the items from asking about an exchange or if we were to return the items since we have recieved less then minimal customer service at this point only to be told that they would be put to the crub and not their (Conns) problem by the [redacted]. When the service tech called the morning of the 12th he would not be able to come out till late afternoon which did not work for my schedule that day the [redacted] called to see what time would work better and found a tech that could accommodate my schedule he did provide a good customer interaction. The service tech came out by the time he quoted checked the unit took a picture of the serial numbers said he would submit the paper work to get a new dyer out to us and I felt like everything worked out. Saturday the 14th I called the customer service department back to follow up since I haven't heard anything from them only to be told it takes a few business days to get the approval from the corporate office before a new dryer could be delivered and that the claim was summited Friday the 13th would be early the follow week before they could replace my unit. On on Monday the 16th I called again to be told it was still pending that it should be approved late that night or early the next morning. On Wednesday the 18th I called again to be told that it was approved I can proceed to go into a location fill out the proper paperwork and pick out the dryer I want. I took my lunch break to drive 20 minutes to the nearest location only to find out that the process was still pending and the service representative had told me the incorrect information. I left the location called the service department back requested to speak to manager only to be put on hold for 15 minutes and transferred to someone's voicemail. On my way home from work that day I called back to the service department to speak with someone only to be told that they spoke to a lead and they contacted their liaison that speaks with the manufacturers directly who said they are aware of the issue it will be approved that night early next morning that way I could receive my dryer by the weekend. Thursday the 19th still pending no one taking accountability for the fact that I'm getting the runaround constantly by all their customer representatives no one willing to help no one able to expedite the process! It is now Sunday the 22nd and we still have not heard back from the service department and I'm assuming it's still pending!Desired Settlement: I just want to exchange my unit for a working one

Business

Response:

Thank you for the opportunity to respond to [redacted]

complaint. We attempted to contact [redacted] on 2/25/15 regarding her

exchange approval and delivery, but we were unsuccessful in our attempt.

[redacted] is scheduled to receive her new dryer on Friday, February 25, 2015. We sincerely apologize to [redacted]

for the experience and any convenience that was caused as a result of the delay

in processing her exchange.

If we may be of further assistance, [redacted] may contact

Customer Service Department at [redacted]

Kind regards,

Review: I made a puchase in [redacted]. on [redacted] the very next day I went back and had changes made to the contract which lowered my pymt. from 96.08 to 65.94. I was told it would take 30dys for the change I said ok fine I had 30dys before the 1st pymt would be do anyway.So after I made 1st pymt. I have constantly received call saying I haven't made my pymt in full and that my contract has not updated yet .this went on thru the month of [redacted]. after the due date several call from the pymt department saying we do see a new contract but the system has not updated so I tell them well the new contract has the amount I sent in they dont seem to care they still asking for the old contract pymt so they transfer me to customer service where I talk to several reps and all say the same thing we have it we're waiting for the system to update it, yes it has been over 30 dys I will send the contract to pymt center to let them know so they will stop calling.Obviously they didn't get the contract cause here it is the entire month of Sept. they still called now saying I owe the 98.08 plus the other 32.14 I call to speak with customer service and every one I speak with is talking as if there reading from a manual of what to tell customers i'm told to pay the 65.94 which honors the knew contract I recently made my 2nd pymt . and still receiving call saying im behind make a pymt with them today to be current if customer service is telling me pay what the new contract has on it why is it so hard for the pymt center to receive it and the systems sucks it shouldn't take this long to update info.and plus I change my contract the very next day so the 1st one sholud have just beem deleted to send that 1 thru when it was change the next day it's stupid I have never dealt with a company like this before they shold have never came to [redacted] we dont need shady business like this in here. and for them not to have revolving this is crazy too.you shouldn;t have to get your credit ran again after paying them off and wanting to purchase something else.its [redacted] I received 12 calls in 2 days for a payment seem like the system is never going to update. this problem needs to stop i'm tired of phone calls.i'm not late i'm doing what was told make pymt from new contract.Desired Settlement: let this company know they need to update my contract. I see the company on my credit report I don't want their system to falsely put a 30dy late on my file. im going to be very pist if this happens this is not my fault its all Conn's fault they need to get their system together. I would like to have my contract updated and current. stop the phone calls

Business

Response:

Thank you for

the opportunity to respond to Mrs. [redacted] concerns regarding account

#[redacted]. Mrs. [redacted] stated she

signed a new contract; however, it has not been implemented.

According to

our records, Mrs. [redacted] signed a 30 month retail installment contract on

[redacted]. On [redacted], Mrs.

[redacted] signed a replacement 30-month retail installment contract to remove

the repair service agreement from her invoice.

Mrs. [redacted]

received an invoice credit on her account in the amount of $546.24; however,

she was of the impression the second contract would replace the first contract.

As per our

conversation with Mrs. [redacted] on [redacted], we will process version two

of the contract. Please allow 7-10 business

days for the new contract to be processed.

We value Mrs. [redacted] as a

customer and sincerely apologize for any inconvenience she may have experienced

due to this matter.

Review: Purchased a dishwasher in May 2014; started leaking water onto the carpet in living room. Took the tech 4 days to come; tech said it wasn't dishwasher. Paid a plumber $75 to tell us it is the dishwasher, and the tech that came didn't want to work bc as soon as you turn on the dishwasher water is pouring out! Now, Conn's has rescheduled our appointment 3x's and still has not fixed the equipment. A contractor came to tell us what the plumber already told us, and now we are waiting for the part to come in for another week. Conn's will not replace the equipment since it can be repaired We have a carpet that is trashed, a dishwasher that isn't even 6 months old not working for almost 3 weeks, and it still isn't fixed. Conn's is a company with faulty equipment, and has ghetto customer service.Desired Settlement: I would like the equipment replaced with another Brand. I want the carpet and warped wood replaced.

Business

Response:

Thank you for the opportunity to respond to [redacted] complaint. Our records show on 3/06/14, [redacted] purchased

a [redacted] dishwasher with a 2-year Repair Service Agreement Plan and elected

Conn’s Installation service. On 3/10/14,

[redacted] dishwasher was received and installed by Conn’s delivery team in good

order. On 3/18/14, [redacted] contacted the service department stating the unit powers

on but does not wash. A service

appointment was scheduled for 3/20/14 however; the ticket was cancelled due to

the technician could not contact [redacted] while attempting to locate his

resident. On 4/25/14, [redacted] contact

the service department again stating the dishwasher would not turn on. A service call was scheduled on 4/28/14; upon

inspection the technician found the lever was out of place and re-adjusted the

lever; unit tested ok and no other problems were found. On 9/08/14, [redacted] contacted service

stating the dishwasher was leaking water from underneath. A service appointment

was scheduled on 9/18/14; upon inspection the technician found a new pump motor

assembly needed to be ordered to complete repairs. Once the parts became available,

[redacted] was scheduled to complete repairs on 9/25/14. On 9/25/14, the

technician installed the new pump motor assembly and reported the unit working

to manufacturer’s specification; there were no reports of any damages to [redacted] home from the technician. At

this time we are unable to honor [redacted] request; the dishwasher does not

meet the qualifications for an exchange and the leaking water resulted from the

pump motor failing. [redacted] would need

to contact his homeowners insurance if repairs are needed.

If we may be of further assistance, [redacted] may contact Customer

Service at [redacted]

Sincerely,