B And B Movers

Review: I PURCHASED A HP BEATS COMPUTER FROM CONNS ON 1/21/14.ON 2/6/14 THE COMPUTER BEGAN TO CONTINUOUSLY SHUT OFF AND WOULD NOT STAY ON SO I RETURNED THE COMPUTER TO THE STORE ON 2/7/14 TO BE SERVICED with the plastic still in tact.The computer came back from service on 2/27/14 and the tech stated the system was fine he could not find any problems but as a precaution he restored the software. Again when I took the device home it was still shutting off.I returned the computer back to Conns on 2/28/14 to be serviced again, and the computer did not come back until 3/26/14. Unannounced to me Conns sent the computer to HP to be repaired and HP replaced the hard disk drive which turned out to be damaged and restored the software again.When I went to pick the computer up from Conns on 3/26/14 and upon inspection I noticed that there was a large visible scratch mark on the base of the computer located in the front. At that point I refused to take the device home and demanded that it be exchanged. Conns refused to replace the device instead opting to send it back to service to replace the base.On 4/9/14 I returned back to the store to pick up the computer and when I took it out the box I noticed the back cover hanging due to a broken prong inside the cover. At this point my eyes watered because I could not bring my self to understand the careless manner in which my computer was being handled. I'vecalled Conns help desk and service department at least 20 times demanding the device be exchanged because at this point I feel like they are sticking me with a refurbished computer but charging me for a new computer.When I purchased the device I bought additional insurance for $300 through Conns because the sales associate Joy told me if I had any problems just bring the computer back and it would be replaced which was not the case.All of my payments have been made on time and are current so I don't understand why Conns won't replace the device.device. Conns is not right and should refund my money back.Desired Settlement: I would like Conns to refund all the money that I have paid to date and void the purchase contract I have with them because their customer service is horrible and it's not my fault they sold me a defective device.

Business

Response:

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

1/21/14, Mrs. [redacted] purchased a HP Envy Beat Edition computer with a 25-month

Repair Service Agreement Plan. On 2/6/14, Mrs. [redacted] contacted us stating the

computer had a blue screen and turns off. The unit was sent to service; upon

inspection the technician found the computer needed to be restored. The

technician restored the computer and the unit tested ok; computer was returned

to store for pickup. On 2/14/14, Mrs. [redacted] contacted us stating the computer

screen was turning off and has a blue screen that says the computer has a

problem. The computer was sent to service; the technician ran test on the unit

over a 3 day period, no defects were found, unit tested on and was returned to

store on 2/24/14 for pickup. On 2/27/14; Mrs. [redacted] contacted us again stating the

computer has a blue screen and turns off. The unit was sent to HP for repair; based

on the problem description the technician replaced the hard drive and unit

tested ok; returned to the store for pickup. On 3/26/14, Mrs. [redacted] contacted us

stating that the unit was returned scratched and refused to accept the damaged

unit. The unit was returned to service and parts were ordered to replace the

base on the computer. On 4/4/14, the technician replaced the stand and cover on

the computer; unit tested ok and was returned to the store for pickup. On

4/9/14, Mrs. [redacted] contact us stating the cover was broken and the computer

would not stay on. The unit was sent to service; upon inspection the technician

found the back cover popped out and re-installed the cover on the back, ran test

on the unit and unit tested ok. At this time we are unable to honor Mrs. [redacted]

request for a refund due to unit has been repaired.

If we may

be of further assistance, Mrs. [redacted] may

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

Kind regards,

Customer Relations

Review: I've had an account with Conn's for about 5 years now. Today, I experienced the worst customer service in my entire life. I visited 2 different stores with the same lack luster customer service and lazy salesmen. I walked in the store with the intention of purchasing my nephew's first digital SLR camera. The first store [redacted] I walked in, no one greeted me and several employees who weren't assisting customers, just stood around casually chatting with each other. Finally, I interrupted a conversation and asked to purchase a floor model of the Canon Rebel T3. The salesman didn't know much about the camera which is fine because I know plenty. I asked if the camera came with the basic necessities (lens, battery, charger) and he said it did. Unfortunately, after searching for 30 minutes he was unable to locate the accessories for the camera and kind of shrugged his shoulders and walked away. I asked another salesmen for the floor model of a higher priced camera, [redacted]. I asked him if the lens, battery and charger were available and he said it would take him a while to locate the accessories. When I asked him how long, he said, "The floor models are mishandled so much here it could take a day, an hour, a week. I don't know." I left and went to another location ([redacted] I stood in the camera section for 20 minutes, no one greeted me, 3 salesmen made eye contact. One asked if I'd been helped and when I said no, he just continued walking away. Once again, I pulled someone to help me. Once again, no one was able to locate the basic necessities of the camera. I asked to switch the battery from another model, and the salesman said the other model didn't have a battery which was a blatant lie. Once again, no one seemed interested in helping a long time and loyal customer. I was treated so poorly today, that I've decided to close my current Conn's account and I will never open another one again.Desired Settlement: I'm closing my account so I don't need a resolution from Conn's. I just need for them to know they lost a long time customer today and will never receive my business again.

Business

Response:

Thank you for the

opportunity to respond to Ms. [redacted] complaint. We appreciate Ms. [redacted] for

bringing this matter to our attention. We have forwarded the complaint to upper

management to review for employee training opportunities. We apologize for any

inconveniences she experienced.

It is true that floor models can

be handled and relocated to the point of not being sellable. However, it is our

goal to provide the best service possible. We appreciate the years Ms. [redacted] has allowed

us to serve her and her family. Should she ever need us again we will be happy

to assist her with her home needs.

Kind regards,

Review: On July 3, 2014, I entered the Conn's at the [redacted] to purchase a washer and dryer set. After the order was completed and set-up for delivery on July 5,2014, everything should have be set. The washer and dryer was to be delivered to address other than mine. On July 5,2014, I received a called that the my delivery time period would be between 9am - 12n. Needless to say, with many call to Conn's on the status of the delivery in which I had communications with [redacted], Jeff, [redacted] and [redacted] and still did not get the delivery until 6 pm that evening and then had to be rushed because the person that was receiving the delivery had to leave for work. I was told my [redacted] (Manager) that I would not be charge for delivery. I was told that the delivery truck had broken down and they had to get another truck and as I stated it not my fault that the truck broke down. Because representative Conn's have no communications skills, this situation could have been handled differently. All they had to do is to keep the customer inform of the situation. Secondly, I have been doing business with Conn's for many years and never had a problem; but then I receive a credit card in the mail that I did not apply for, but the washer and dryer is charged to that account. I was waiting on the coupon booklet as always.

Order_Number: [redacted]

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

I received my bill and I do not see any adjustment for the delivery charges and that should have been removed.

Business

Response:

Thank you for the opportunity to

respond to [redacted]’ complaint. Our records show on 7/03/14,

[redacted] purchased a LG washer and dryer with a 24-month Repair Service

Agreement on both items and elected to have his items delivered. [redacted] was financed through GE with a 24-month cash option and signed his

application acknowledging his approval. Although [redacted] did apply for

credit with Conn’s we were only able to offer 6-month cash option oppose to GE

24-month offer. Unlike Conn’s Retail Installment Contract, GE sends

monthly statements oppose to a payment booklet. At the time of purchase

[redacted] was offered free delivery. The standard delivery charge was

waived however [redacted] was charged $59.95 since the washer and dryer was

being delivered upstairs this is considered a Complex Delivery and not included

in the Standard Delivery charge. After researching [redacted]’ complaint

Conn’s has agreed to honor his request and refund the complex delivery fee; a

credit of $64.90 which includes taxes has been processed to his GE

account. Please allow 7-10 business days for the refund to be received.

We sincerely apologize to [redacted] for his experience and any inconvenience

that has been caused.

If we may be of further

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

Kind

regards,

Customer Relations

Review: I scheduled a service call for my TV which I purchased an extended warranty on. My original service date was 8/12/2014. He was a no show, got a call saying that his vehicle was towed. They rescheduled for 8/13/2014 between 1-3 pm, again a no show, then called warranty department said he would be there between 4-5:30. Again a no show. Called the warranty department again and he told them that he had to order a part for my tv, he never even looked at my TV so how does he know what is needed? He never bothered to Call or let me know he was running late and this is TWO days in a row of no shows on techs. I am beyond aggravated. So completely unprofessional. Please correct this.Desired Settlement: I want my tv repaired in a timely manner!

Business

Response:

Thank

you for the opportunity to respond Mr. [redacted]’s complaint. Our records

show on 3/**/12, Mr. [redacted] purchased a 60” Sharp 3D Smart TV with a 49-month

Repair Service Agreement from us and elected store pick up. Mr. [redacted]

contacted us on 8/**/14; stating the TV screen was going on/off by itself.

After reviewing Mr. [redacted]’s service history we found a part was ordered to

repair his TV; however the part arrived defective and Conn’s agreed to exchange

his TV. Mr. [redacted]’s exchange was approved on 9/04/14. Mr. [redacted] was given a credit of $1699.99 which is the

original amount paid to use toward a new TV. We show on 9/**/14, Mr. [redacted] has initiated his exchange and elected model [redacted] as the replacement which fulfills the Repair Service Agreements terms

and conditions. We sincerely apologize to Mr. [redacted] for his experience

and any inconvenience that has been caused.

Kind regards,

Review: I have been having problems with the service department for replacement of my refrigerator the technicians have told me that they have been having problems with the same refrigerator that I have. The freezer has been clotted up already four times and it's the same thing. First one customer service tells me that if it was the same they will exchange it. Now that I call again to find out about what's going on the replacement. Now another service person tells me that it has to be three times with in the same year. There giving me the round a round. I already paid off this refrigerator. It cost me close to five thousand dollars. And my insurance finishes next year in November. I don't want my insurance to run out before I get it. I have been arguing with them this since the third time it broke. Pleased help me with this.Desired Settlement: Would like to have it replaced. And if they can not do this I want my money refund so I can buy a new one some where else.

Business

Response:

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

complaint. Our records show on 11/25/11, Mrs. [redacted] purchased a [redacted] refrigerator with a 48-month Repair Service Agreement and delivery

totaling $2,465.02. Mrs. [redacted] was scheduled for delivery and

received her refrigerator on 11/26/11 in good order. Mrs.

[redacted]’s contacted us on 3/19/14; stating she had ice build-up

at the bottom of the freezer. A service call was scheduled for 3/26/14; during the inspection the

technician removed the ice build-up from freezer drain, the refrigerator had a good

temperature, and tested ok. Mrs. [redacted] contacted us again on 8/04/14; stating she had ice build-up

at the bottom of the freezer. A service call was scheduled for 8/06/14; during the inspection the

technician cleaned out the drain line and the refrigerator tested up to the

manufacturer specifications. At this time we are unable to honor Mrs.

[redacted]’s request to return or exchange refrigerator; based on Mrs.

[redacted]’s service history her refrigerator does not meet the qualifications. We attempted to contact Mrs. [redacted],

however we were unable to reach her at this time. If Mrs. [redacted] feels her refrigerator is

still not working properly we will need to schedule a service appointment to

determine if a replacement or repair is warranted.

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

Customer Service at ###-###-####.

Kind regards,

Review: On 8/9/14 I purchased a 42" LED TV model [redacted] for our home in Corpus Christi. The salesman put it in the trunk of our car and a neighbor unloaded it because I am in poor health. It was not dropped or damaged by us. On 8/13/14 DISH installed and connected the TV without damaging it. Immediately the TV displayed an ark in it through the middle section. I contacted the store and service dept. A Conn's serviceman came out on 8/15/14 and stated it had a cracked screen. He stated that he would have to order the parts and return later. I explained that I had to return to our ranch on 8/18/14 and would not return again until November when I will be recovering from major surgery. He talked to his supervisor and the store salesman. The salesman said we could exchange it on 8/16/14. On that date the store refused to exchange it and stated it will take corporate approval which will take days. On 8/17/14 I tried to return the defective TV, no longer requesting an exchange. Conn's refused that. My wife contacted her Citi Master Card company to report the problem and they reversed the charges for the TV and the 49 mos. service warranty. They put it in dispute because the TV was defective from the time of purchase. On 8/18/14 I contacted a female manager at the local Conn's. She was polite and helpful and gave me the Conn's dispute resolution phone number. I contacted them and told them I wanted to return the defective TV and receive a refund of the charges. They reported that corporate would contact us when they made a decision. I contacted the Corpus Christi Revdex.com about this matter.Desired Settlement: The only acceptable resolution of this matter will be the refund of the cost of the TV and the service agreement.

Business

Response:

Thank you

for the opportunity to respond to Mr. [redacted] complaint. Our records show on

8/09/14, Mr. [redacted] purchased a 42” LG television with a 49-month Repair

Service Agreement/AD Plan and elected to pick up the television from our Conn’s

warehouse in Houston, TX. 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 8/13/14, Mr. [redacted] contacted us stating the

television has vertical lines on one half and the other half is cracked. A

service call was scheduled for 8/15/14; upon inspection the technician

determined parts were needed to complete repairs however; Mr. [redacted] informed

the service technician that he will be leaving town and would not return until

November therefore as a goodwill gesture an exchange review was submitted. On

8/21/14, Conn’s approved to replace Mr. [redacted]’s television under the Terms and

Condition of the Repair Service Agreement/AD Plan. A replacement model is

available therefore; at this time we are unable to honor Mr. [redacted]’s request

to refund the cost of the television or the Repair Service Agreement Plan/AD

Plan. Mr. [redacted] may visit his nearest Conn’s store to initiate his exchange.

If

we may be of further assistance, Mr. [redacted] may

contact Customer Service at [redacted]

Kind regards,

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.

From: [redacted]

Sent: Tuesday, September 09, 2014 5:29 PM

To: drteam

Subject: Re: You have a New Message from Revdex.com Regarding Complaint #[redacted]

________________________________________________________________________________...⇄ />
This is in reply to your inquiry on complaint #[redacted]

NO. The issue is not resolved.

Outstanding issues: Shortly after filing with the Revdex.com, the Beaumont area Conn's called and stated that we could return the TV. I informed them that the TV was in Corpus Christi and that I would have my neighbors return it. I asked if they needed the receipt or anything and I was told they could look it up on file by my phone # [redacted] My neighbors returned it to the Corpus Christi Conn's store. They were told it could not be returned only exchanged for a new one. They also said that it could be exchanged only by the owner with the original receipt. So I told my neighbor to take the TV back to my home in Corpus Christi. I will not be back in Corpus Christi until November 2014. I have been hoping that the Revdex.com or my Citi credit card could help me solve this dilemma.

NO. I have not taken this through the court system.

September 9, 2014

Review: I have been trying to resolve an issue with Conn's since 07/10/2013. I went into Conn's [redacted] to make a payment on account # [redacted]. After speaking with the man at the desk, I decided that it would be in my best interest to cancel this warranty due to problems with payments. Conn's had taken away the ability to pay the account over the phone, I had to mail the payment OR go to a store to make a payment which were BOTH very inconvenient for me. The gentleman at the desk assured me that there was no problem with cancelling and that they would simply refund me the remainder of the warranty balance and cancel and that he would fax in the cancellation request. I still have the copy. Months and months and months of trying to get this resolved, I finally was told that I owed 443.97 and that was that. So, I told them that I would pay the account, what was owed, but I was not going to pay the late fees associated with this mess and requested that they be written off. They have never agreed to write off those late fees that were charged to me due to THEIR OWN ASSOCIATES MISINFORMATION. So, now, I have a report on my credit that I was over 30 days late on a payment, which is incorrect. My payments are due on the 20th of each month. I made payments on 01/02/2014, 02/03/2014 & 02/18/2014, 04/11/2014, 05/12/2014 and the June 20th payment was not paid until 07/07/2014. NONE OF THESE PAYMENTS ARE OVER 30 DAYS past due. I have faxed a copy of my bank statement to [redacted] to show that all of my payments for 2014 have been made and I am still getting constant collections phone calls stating that my payment is due and every conversation I have advised them of all of this information above. I am so sick and tired of dealing with Conn's that I want to scream.

Product_Or_Service: warranty

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

I want this removed from my credit report for one thing. I want this information updated and my account brought current since it IS current and I want all of the late charges that have been applied to my account since 07/01/2013 to be removed from my account.

Business

Response:

Thank you for the opportunity to respond to

Mrs. [redacted] concerns regarding account [redacted]. Mrs. [redacted] stated she went into a Conn’s location and spoke with someone about canceling her

warranty on July 10,

2013; however, the warranty was not canceled.

According to our records, Mrs. [redacted] had a three year warranty that

she purchased on May 12,

2011.

Mrs. [redacted] did send in a request for the warranty

to be canceled on July 10,

2013 and she was notified on

August 13,

2013 that the

warranty had been canceled.

Mrs. [redacted] was also notified at that time that

there would be a remaining balance due of $241.61 even though the warranty had

been canceled.

Mrs. [redacted] purchased a 36 month warranty and canceled

the warranty 27 months into the warranty service therefore; she received a

pro-rated credit for the extended warranty. Mrs. [redacted] also used the warranty

for repairs and the cost of the repairs was deducted from the

warranty.

This absorbed the pro-rated credit. A refund was

not owed to Mrs. [redacted] because of this.

The current payoff on the account is $239.71. This

includes an outstanding past due balance of $116.00. Please note,

payoff balances update daily. If Mrs. [redacted] would like to pay the

account balance in full, we ask that she call the day she plans to submit the

payment for an up-to-date payoff quote.

We have determined that all negative credit marks

assessed on the account have been earned and we are unable to remove the marks

from Mrs. [redacted]’s credit report. If she believes she received these marks in

error, we ask that she please fax in a copy of her complete credit report

to [redacted] for

further review.

Business

Response:

Review: I received a letter in the mail stating that I have been pre-approved for a credit line increase of 4000, and that if I used my Yes money which is the line of increase offered to me I was going to receive a 10% off and 0% no interest for 12 months. I went to the store and inquired about a [redacted], when the manager came over and spoke to me he told that I have been qualified for 3000 dollars and that I can take whatever I wanted and that I would be able to receive the 10% or the 0%. When I finally chose my item which was a [redacted] note, the associate assumed she called corporate and that the 0% interest could not be applied to my item. Hesitant and disappointed about pricing after financing, I made the decision to leave the store without buying the product. The flyer clearly states that I was pre-approved. The manager also confirmed that I would get my discount. The next day I returned to the store once again to get the item since I really needed for school, I once again asked about the 0% interest, however I was told that corporate makes those decisions and that there was nothing they can do. Before submitting this I contacted conns corporate office, the representative just told me that they just send those flyers to people it does not necessarily mean that they are pre-approved, to me this sounds like a scam if you are telling me I am getting a discount or some kind of arrangement to get a product it should be so.Desired Settlement: Give me what the flyer and manager promised which was 0% interest for one year.

Business

Response:

Thank

you for the opportunity to respond to Mr. [redacted]’s complaint. Our

records show on 8/27/14,

Mr. [redacted] purchased a [redacted] Galaxy Note from us with a 37-month Repair

Service Agreement.

After

reviewing Mr. [redacted]’s complaint we found he received a promotional offer for

12-months no interest and 10% off on a single item. However, we cannot

determine if Mr. [redacted] presented the offer at the time of purchase. We

are willing to honor Mr. [redacted]’s request; Mr. [redacted] will need to take his

promotional offer into his nearest Conn’s location for replacement

contract.

If

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

Kind

regards,

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.

[Dear [redacted], or to whom it may concern,

Review: After being approved for a line of credit with Conn's [redacted], I went into the store twice after being contacted by Sales rep. [redacted] who called from ###-###-####. My wife and I went to the [redacted] store and selected a Washer and Dryer and Mr. [redacted] even told and showed us the board when you walk into the store big sign that stated Free Delivery if over $799.00 which also matched your add flyer. Then pointed out after entering everything in the computer that after chatting with his boss that item does not qualify for free delivery since it ends with a 7 and not a 9 in the dollar amount and not being reordered. I pointed out that the add does not state Sale items and the product is not in the isolated Clearance Area of the store which I could totally understand. After speaking to my wife, I contacted the sales person again and said I would pay the delivery and will see him later on 8/24/2014. I could not make it to the store by the closing time and he sent me a text to call him on 8/25. I returned his call and he then added he was not comfortable selling that set to me and that I have to buy the more expensive set next to it. He then added that the set we selected would not (now) qualify for the 12 months interest free. I pointed out he had now bait and switched me.Desired Settlement: Advertising needs to be honest and truthful for a consumer at all times especially when a Sales rep is the one that says "your are qualified for free delivery and 12 months interest free" They need to honor the original deal and deliver for free and make sure the set is interest free.

Business

Response:

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

complaint. Conn’s would like to apologize

to Mr. [redacted] for the experience he had while shopping in our store his

concerns have been addressed to ensure it is not repeated.

Conn’s has agreed to honor Mr. [redacted] request to purchase

the LG washer and dryer set with a 12 month cash option and free delivery. Our records show Mr. [redacted] completed his

purchase on 8/28/14.

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

at ###-###-####.

Review: I purchased a dryer on [redacted]. At that time, I purchased the 24 month extended warranty for $[redacted] + tax. Before receiving the dryer, I personally spoke with [redacted], the store manager, who had me sign a Conns Request to Remove Warranty/Insurance form. [redacted] retained the fax confirmation and other pertinent forms.He faxed the form to their corporate office that day, [redacted]. The charges for the warranty remained on the balance due each month. Two subsequent requests to remove the warranty have been sent, each time I have personally visited this store to ask them to remove the warranty. [redacted] faxed the request for removal form again on [redacted] and again on [redacted]. I have spoken with the Conns Customer Service department staff twice by phone, at [redacted]. On [redacted], I spoke with [redacted] who asked me to return to the store and ask them to fax the request for removal. I waited for them to hand me the fax confirmation where they faxed the form to [redacted]. And on [redacted], I spoke with [redacted] from Customer Service, she also asked me to go to the store and request the form be faxed to them at [redacted]. I again waited for them to fax it to this new phone/fax number that [redacted] instructed me to use.To-date, the warranty remains on my account and I am being billed for a warranty service that I do not want and have not wanted from the day I purchased the dryer. I wish for the Houston Revdex.com to assist me with the removal of the warranty.Conns Account Number: [redacted]Invoice Number: [redacted], Desired Settlement: Remove all charges for 24 Month Extended Warranty on the dryer I purchased from Conn's on [redacted].

Business

Response:

Thank

you for the opportunity to respond to [redacted]’s complaint. Our records

show on[redacted],

[redacted] purchased a GE gas dryer with a 24-month Repair Service Agreement

which he elected to pick up from our local [redacted] warehouse. Prior

to [redacted] picking up and completing his purchase he cancelled the original

dryer selected and chose a different model. [redacted] elected a High

efficiency gas dryer with a 24-month Repair Service Agreement.

After

researching [redacted]’s complaint we found the warranty that he purchased was

cancelled; however we found there was an error with his invoice and the credit

was not applied to his account. As of [redacted],

this error has since been corrected and a credit of $[redacted] has been processed

to [redacted]’s account. We ask [redacted] allow 5-7 business days for the

credit to post to his account. We sincerely apologize to [redacted] for any

inconvenience that has been caused as a result of delay.

If

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

Kind

regards,

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.

As stated in [redacted]' response, it will be 5-7 business days for the $[redacted] credit to post ([redacted]). If indeed the credit is posted, I am satisfied with the correction to my account. I wish to clarify her misrepresentation of the facts that I "cancelled the original dryer selected and chose a different model". When I made my purchase on [redacted], I stood in front of the dryer I selected and showed the store salesman the exact dryer I wanted. When he completed the paperwork on the transaction, he wrote down the wrong model #. I had to return to the Store and explain this error to [redacted], who identified himself as the store director. It was at this time that I informed him of my wish to cancel the extended warranty. I have made a # of purchases from this particular store and it has been a common practice for them to error in their accounting department. I chose to do business with them due to proxemics to my residence, brand of appliances I prefer and pricing. I may seek to spend my money else where based on there poor response to my personal requests/efforts to remedy this matter. I will certainly contact you if at the end of the 7 business days the credit is not posted.

Thank You for your assistance.

Review: the sales person as well as the manager failed to provide me any information about their 24 hr policy or of their 15% restocking fee

I had the tv for 2days witch was picked up on Saturday night after 7;00pm on [redacted] Sunday [redacted] I worked from 10am to 6pm set it up that same night

went to bed on Monday the 09/29/2014 when I got off work at 6pm I finally got to sit down and watch the tv and I notice a blur that would come and go on the

faces of the people on the tv I spoke with Andrew fist thing in the morning and he said that I had to bring tv in on 09/30/2014 so he could exchange it when I got to the store

with the tv I when to watch the same tv they had up as display while they where connecting my tv the display tv was doing the same with the blur in the faces they offered me to exchange and I had said that I didn't want an exchange but since the other tv was doing the same thing I would rather reselect. that was the first time I was told about the 15% restocking fee and there 24hr return policy I was so upset that they wouldn't work with me I left the tv and paid the 300.00 dollars restock fee I really feel like I was taken advantaged of.

I feel that I shouldn't of had to pay the 300.00 dollars re stock fee when I was never properly informed of all their policies .Desired Settlement: I would like to have my 300.00 dollars returned. thank you

Business

Response:

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

complaint. Our records show on [redacted], Mr. [redacted] purchased a 70” [redacted] 3D TV with a 48-month Repair Service Agreement Plan. Mr. [redacted] elected to

pickup his television from our E. Broadway location in [redacted] on [redacted].

Mr. [redacted] signed his pickup slip/invoice acknowledging he received his item

in good order and that the Return/Exchange Policy was discussed prior to

pickup. Our customers are given the opportunity to

inspect their product prior to leaving the store. As listed on the pickup slip/invoice provided to

Mr. [redacted] “Please thoroughly inspect your merchandise for damage prior to

loading. An exchange or price concession will not be authorized for damaged

discovered after the product leaves the warehouse or store. A restocking fee

may apply to Return and/or Exchanges”.

We received Mr. [redacted]’s complaint and found on [redacted], Mr.

[redacted] brought his television back to Conn’s where he made his purchase

stating there was a blur on the screen when the television is turned on. We contacted

the sales associate and store manager who assisted Mr. [redacted] upon return and

was informed that the television was tested inside the store and was unable to

detect a blur on the screen. Mr. [redacted] was informed he would be required to

pay a 15% restocking fee if he no longer wanted the television due to no

problem was found with the unit. At this time we are unable to honor Mr.

[redacted]’s request to refund the restocking fee charge due to no problem was

found with the television when returned to the store.

We have included supporting documents in our response.

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

###-###-####.

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,

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.

From: [redacted] [mailto:[redacted]]

Sent: Wednesday, [redacted]

To: drteam

Subject: Re: Conns [redacted]

totally not true I was never informed of the any 15% restocking fee and the 24 hr returned policy I even asked for a reselection nothing is resolved I will like a refund of my 300.00 thank you

Regards,

Review: A couple of years ago, I was given an extension on my bill payment per a cionversation with the costomer service rep. Several months later (@6 mos) I noticed that my payments were a month late for quite some time. After speaking with a customer service rep, I was informed that the extension wasn't handled properly and my payments were late although I thought that they were on time. The rep stateed that the extension wasn't put in the system whic made every payment that I payed to post a month late.Desired Settlement: I would appreciate Conn's assistance in making the necessary corrections to my account and credit file.

Business

Response:

Thank

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

[redacted] stated he was

given an extension on his account and the extension was not processed

correctly. He would like the account

fixed and the credit marks removed.

According to our records, [redacted] signed a 36-month

retail installment contract on [redacted]. He has

received a total of 4 extensions on the account for a total of 9 additional

months.

All extensions offered to [redacted] were processed

correctly.

We have attached a copy of [redacted] payment

history showing the extensions for his records.

We obligated to report factual information to the credit

bureaus; therefore, we are unable to remove credit marks [redacted] earned on

the account.

As of [redacted] the payoff amount is $[redacted]. Please note,

the payoff amount is updated daily. We ask that [redacted] call for an

up-to-date payoff quote on the day he plans to submit the

payment.

We value [redacted] as a customer and appreciate him

bringing his concerns to our attention. Thank you,[redacted]

Review: I purchased a refrigerator from Conn's on [redacted]. About a month or 2 after the refrigerator broke down and stopped making ice. I called Conn's at their support number [redacted] after arguing with the representative finally they sent someone to fix it. On [redacted] when my [redacted] got home from work around 4pm he called me at work and said the kitchen was full of water because the refrigerator went out. I called Conn's again spoke to [redacted] who said they were not able to send nobody until [redacted]. I told her I needed someone to come out before because I had food in there. She told me to put my food in a refrigerator of a family member. After I refused she said she will have someone call me within 24hrs. On [redacted] since no one had called I called back around 5pm or 6pm. After they hung up on me 7 times finally a man named [redacted] talked to me. He said he wasn't able to do anything because the tech department was now closed and he suggested for me to call back [redacted] at 8am to speak with someone else. I refused and asked to speak with a manager. [redacted] did not allow me to do so by stating there were no managers available. Finally he placed me on a very long hold so I disconnected the call. That same night I went to the store where the refrigerator was purchased and spoke to a manager named [redacted] who was very nice, he put in a request for exchange and said he would have an answer [redacted] and call me back. On [redacted] since he did not call me I called the store and he did not work so I talked to another manager [redacted] said the order was placed but they had not received a response. [redacted] provided me the phone number to what he called the corp of Conn's [redacted]. I called spoke to [redacted] who said she had to transfer me to the Tech Department to see if someone can come out. I spoke with [redacted] who went thru the notes on the file and speaking very sarcastic said someone by the name of [redacted] has been trying to find someone to come out and fix the refrigerator but for some weird reason they had no one in [redacted]. He suggested for me to wait until [redacted] for a call back to see when someone can come out. I again requested to speak to a manager he didn't want to transfer me until I asked again. He finally said please stand by for a manager. I was then transferred to a voice mail for [redacted]. I called the Conn's store and again spoke to [redacted] who said he was not able to do anything and I had to wait for someone to get in contact with me. I have 5 people in my household and can't afford my refrigerator to go out and not get it fixed. Most of my food has already gone bad. I need help with this company. Either to give the refrigerator back and not have to pay anything to them or an exchange as soon as possible. I was told this was a new refrigerator and to have it go out within 5 months of purchasing it it's not right!!! Another thing is I honestly don't want to deal with this type of customer service. They are so unprofessional!!! I work for a call center and this type of actions are completely wrong!!Desired Settlement: I want an exchange or for them to take it back but clear my credit report for this debt. I honestly do not want to deal with their employees.

Business

Response:

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

[redacted]’s

complaint. Our records show on [redacted] purchased a [redacted]

Side-by-Side refrigerator with a 48-month Repair Service Agreement Plan.

After further review of [redacted].

[redacted]’s service history, we show she contacted our service department on two

separate occasions regarding repairs on her refrigerator. On [redacted].

[redacted]’s called for service stating the refrigerator was not dispensing ice. A

service appointment was originally scheduled on [redacted] however; [redacted]

rescheduled her appointment for [redacted]. The technician replaced the icemaker

and tested the unit, unit tested ok. On [redacted] called for service

stating the refrigerator was not cooling. A service appointment was originally

scheduled on [redacted] however; [redacted] requested the technician to come to

her residence after 3pm but the technician was unable to commit to the time frame

therefore, [redacted]’s appointment was re-scheduled for [redacted]. During

inspection, the technician found [redacted]’s refrigerator was on demo mode

and reset the unit back to manufacture specifications.

At this time [redacted]’s

refrigerator does not meet the qualification for exchange/return. Although the

Repair Service Agreement only covers the cost of food for functional failures,

as a gesture of goodwill we will submit a concession for $[redacted] which is the

maximum given for a food lost claim; please allow 7-10 business days to

receive. We sincerely apologize for any inconvenience [redacted] experienced

as a result of service delay.

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

service at [redacted].

Kind regards,

Review: Purchased washer/dryer set 3/21 delivery 3/23/15. Washer never worked. Followed company protocol via customer service but to no avail. No one ever came out. Keep getting run around. Purchase price $1400.00. Over ten calls made still nothing

Business

Response:

Thank you for the opportunity to respond to [redacted]

complaint. Our records show on 3/21/15, [redacted] purchased a [redacted] washer and dryer both with a 48-month Repair Service Agreement. [redacted] washer and dryer were delivered on 3/23/15; she signed her delivery

ticket acknowledging she received her products in good order.

We reviewed [redacted] complaint and found she

contacted our service department on 3/30/15 stating her washer fills with water

when turned off. A service appointment was schedule with a certified 3rd

party technician ([redacted]) to assess the washer however; the

technician informed us [redacted] was not available when he attempted to

contact her to schedule an appointment which has caused a delay. We verified

with the technician that [redacted] service appointment has been re-scheduled

for 4/16/15; once the technician assess the washer we can determine what further

actions are necessary.

We have included a copy of [redacted] signed

delivery ticket with our response.

If

we may be of further assistance, [redacted] may

contact customer service at [redacted]

Kind

regards,

Review: [redacted] I bought a LG refrigerator 18 months ago, paid cash & purchased the extended warranty from Conn,s. My refrigerator went down April the ninth and is still down. We have had 2 service tec's out to look at it, the last one that was here changed out the motherboard and told us if that did not fix it they would have to order and change the compressor. My refrigerator has the "smart diagnostic" system that will tell you what is wrong with it, Conn's does not use that because their cell phone signal from their cheap phone will not pick the signal up from the refrigerator, I have run the diagnostic 2 time now my self and the keep telling me mother board and compressor need to be replaced so today "MAYBE" they will come and do a seal test on the doors as they have not ordered a compressor yet. If I had purchased this appliance from BEST BUY they would have already replaced the refrigerator. So needless to say "Burn me once shame on you, Burn me twice shame on me. I will never buy anything from "CONN'S" again and for sure I will pass this experience on to as many as I can. I was told when I bought the extended warranty that if something were to happen that the product could not be repaired in a reasonable amount of time they would just replace it. I don't know what Conn's call reasonable but I am tired of living out of a ice chest for almost a month now, that is unreasonable. You took my money now its time for you to hold your end of the deal up.Desired Settlement: Replace this refrigerator

Business

Response:

Thank you for the

opportunity to respond to [redacted] complaint. Our records show on 7/5/13,

[redacted] purchased a LG French Door refrigerator with a 48-month Repair

Service Agreement Plan.

We reviewed [redacted]

complaint and found he contacted our service department on 4/9/15 stating his

refrigerator was not cooling or freezing. Our records show on 4/29/15, Conn’s

agreed to issue an exchange under the Terms and Conditions of the Repair

Service Agreement due to there was a delay receiving the necessary parts to

complete repairs. We no longer have the same refrigerator [redacted] originally

purchased therefore; he was contacted and made aware that we will issue an

in-store credit of $2199.99 (original amount paid) to re-select another

refrigerator that meets his expectations. [redacted] may visit his nearest

Conn’s location to initiate the exchange.

We sincerely apologize

for any inconvenience [redacted] experienced as a result of the service delay.

We have also attached a copy of our food loss claim for [redacted] to submit if

any food was loss as a result of the refrigerator malfunctioning.

If we may be of further assistance, Mr. Rolan

may contact Customer Service at [redacted].

Kind regards,

Fridge has not been cooling properly, I called on June 28, 2015 to make a service request for the 2nd time in less then 2 months (3rd service call this year). It has been almost 2 weeks and my fridge still isn't working. I've called just about everyday and I am being told the same thing every time. They can't find a service tech in area. I've been transferred to managers and all I've gotten is their voice mail. I find it hard to believe that they are having trouble finding a service technician. I WOULD NOT RECOMMEND CONN'S TO ANYONE! HORRIBLE CUSTOMER SERVICE!!

Review: [redacted] I bought a ** refrigerator 18 months ago, paid cash & purchased the extended warranty from Conn,s. My refrigerator went down [redacted] and is still down. We have had 2 service tec's out to look at it, the last one that was here changed out the motherboard and told us if that did not fix it they would have to order and change the compressor. My refrigerator has the "smart diagnostic" system that will tell you what is wrong with it, Conn's does not use that because their cell phone signal from their cheap phone will not pick the signal up from the refrigerator, I have run the diagnostic 2 time now my self and the keep telling me mother board and compressor need to be replaced so today "MAYBE" they will come and do a seal test on the doors as they have not ordered a compressor yet. If I had purchased this appliance from BEST BUY they would have already replaced the refrigerator. So needless to say "Burn me once shame on you, Burn me twice shame on me. I will never buy anything from "CONN'S" again and for sure I will pass this experience on to as many as I can. I was told when I bought the extended warranty that if something were to happen that the product could not be repaired in a reasonable amount of time they would just replace it. I don't know what Conn's call reasonable but I am tired of living out of a ice chest for almost a month now, that is unreasonable. You took my money now its time for you to hold your end of the deal up.Desired Settlement: Replace this refrigerator

Business

Response:

Thank you for the

opportunity to respond to [redacted] complaint. Our records show on [redacted],

[redacted] purchased a ** French Door refrigerator with a 48-month Repair

Service Agreement Plan.

We reviewed [redacted]

complaint and found he contacted our service department on [redacted] stating his

refrigerator was not cooling or freezing. Our records show on [redacted], Conn’s

agreed to issue an exchange under the Terms and Conditions of the Repair

Service Agreement due to there was a delay receiving the necessary parts to

complete repairs. We no longer have the same refrigerator [redacted] originally

purchased therefore; he was contacted and made aware that we will issue an

in-store credit of $2199.99 (original amount paid) to re-select another

refrigerator that meets his expectations. [redacted] may visit his nearest

Conn’s location to initiate the exchange.

We sincerely apologize

for any inconvenience [redacted] experienced as a result of the service delay.

We have also attached a copy of our food loss claim for [redacted] to submit if

any food was loss as a result of the refrigerator malfunctioning.

If we may be of further assistance, Mr. Rolan

may contact Customer Service at [redacted].

Kind regards,

Review: Purchased mattress with 5 year warranty. The mattress has a warrantable issue and will not honor an even exchange. They require we pay extra. Late in [redacted] we contacted Conn's Appliances about a problem with our [redacted] that we purchased in [redacted]. We were told someone would come out and evaluate the mattress and see if it was covered under warranty. Conn's sent out a third party evaluator and they looked over the mattress and took photos and said they would report back to Conn's their findings. About a week later we get a call from Conn's saying that our mattress was covered for the defect that the evaluator documented. We were told to contact the store and they would give us the details of the warranty process. We called the nearest store and were told that we needed to come and pick out a mattress and they would pick up the old mattress and deliver the new mattress and we must do this within 30 days. That was on [redacted]. We made an attempt to go to the closest Conn's on [redacted] but that store is closed during the week. We then went to the Plano Texas store this past Saturday [redacted] and met a sales rep who told us that we were given credit for what we paid for the mattress and would have to pay additional money to get the same mattress. This is where we have the problem, we went there expecting to get a replacement mattress comparable to ours in an even exchange. We were not picking something more expensive, in fact they did not even have any mattresses comparable to ours in the store and we later found out they do not have any online either. We asked for the store manager, [redacted], told us the same thing that although we bought the mattress they would only reimburse our purchase price and not an even exchange for a comparable product. That does not make sense so I asked for his direct supervisor contact information and it was provided. This morning I tried to contact [redacted] at the telephone number he provided (877) 358-1252. I talked to the service agent and was told I could not talk to [redacted], I also asked if this was being recorded because I want them to. I asked for the agents supervisor and was transferred to [redacted] and she too said that they would only replace the original cost of the mattress because they cannot provide a more expensive product. I am not asking for a more expensive product just the same product or comparable one. I thanked her for her time and ended the call. I then called [redacted] and reached [redacted] who again recorded the call and listened to my story and provided me with [redacted]'s warranty information and also gave me another number for Conn's customer service. I called the new number and spoke with [redacted] and was told I need to contact the Resolution Department at [redacted]. I called that number and spoke with [redacted] and again explained my issue and explained what the warranty documents say from [redacted] and was told "we are warranting the Mattress not [redacted]" I said that does not make sense when the Warranty information from [redacted] clearly states the mattress should be replaced for no cost if it is still in the 5 year warranty period. All this is going on and this claim must also be settled by [redacted] or I lose the claim altogether.Desired Settlement: I am asking for a replacement mattress similar or exactly the same as the [redacted] in King size. [redacted] warranty specfically states that within the 5 years from purchase the warranty cover repalcement at no cost.

Business

Response:

[redacted],

Conns would like to thank you for the opportunity to respond to [redacted] complaint. Our records show on [redacted] purchased a [redacted] Mattress with us. I have spoken with [redacted] and he is requesting an even exchange although we no longer carry the mattress he currently owns. [redacted] has provided a copy of [redacted]s warranty information in regards their coverage. The information he provided is the same information we have on file. [redacted]s warranty states, "If the [redacted] product you purchased is discontinued at the time of the repair or replacement, a current model of comparable quality or value will be selected". Conn's does not currently have a model of comparable quality or value for [redacted] to select. Conn's is willing to extend [redacted] the same 2 offers as mentioned in our previous conversation. [redacted] has been extended a credit of $439.00 which is the original amount paid for his mattress, he is welcome to use that credit toward another mattress, if the mattress exceeds his credit amount [redacted] will be responsible for the difference. If [redacted] is unable to find a mattress that will meet his needs within the credit amount approved, Conns is willing to offer him a full refund of $475.22. [redacted] may visit his nearest Conn's once he has made a decision. Supporting documentation have also been included and I will mail copies to [redacted] as well.

Review: We purchased a TV from Conn's in October 2013. We were told that we needed to purchase a new mounting kit in order for Conn's to install the TV. We were also told that if the TV were purchased prior to 5 pm, it would be installed the following day. The purchase was made and we paid $300 for installation. We waited all day Saturday and made multiple phone calls as to the status of the installation. We could get no answer and the day ended with no installation. The installers arrived on Sunday, removed my existing TV from the wall and said they would use the existing bracket. They refused to install the sound bar that we also purchased because it was not on their work order. We contacted our salesman to express our dissatisfaction. It was then that HE OFFERED a complete refund of the installation charge. At no point was this REQUESTED. We agreed that this was a fair resolution and were told that our bill would be credited. The first bill in November came with no credit and I dismissed it thinking perhaps not enough time had lapsed. Then in December, when it still was not reflected on the bill, I contacted our salesman again and he stated he would take care of it. Again in January, no credit, another phone call to the store and again in February. I then returned to the store and met our salesman who then contacted the service desk. I was told that I would be contacted, I NEVER was. I called the service desk Saturday, 2/** and was told I would be contacted by Wed, 3/*/14. Never contacted. I called several more times with no return calls. I then went back to the store and spoke to our saleman and the manager, [redacted]. He stated that the installation was not done properly and he would speak to the DM, [redacted] about getting the refund. I was supposed to be contacted on Sunday. Again I never was. I called back on Monday and was told that a full refund would not happen. I was offered $75 credit. The promise made by our Conn's sales person is not being honored. I was offered and promised a full refund--$300Desired Settlement: Since a full refund was offered to us, I feel that a full refund is what should be refunded. A company is only as strong as its word. As someone who works with the public in sales, I feel that when a promise is made to a customer, a promise should be kept. At no point has our salesman, [redacted], ever denied making this promise to my husband and me.

Business

Response:

Thank you for the opportunity to respond to [redacted] complaint. Our records show on 10/**/13, [redacted] purchased a 65” Toshiba Smart TV, a Samsung sound bar, a Z-line HD mount kit, fiber optical cables, and installation totaling $2655.26. [redacted] contacted us to express their concerns regarding the installation of the TV and stated they were promised by their sales associate that the installation fee for $299.99 would be refunded. After further review we found the sales associate did offer [redacted] a refund of $300.00 prematurely therefore, we have agreed to honor [redacted]’s request for a refund. As of 3/**/14, a credit has been submitted to [redacted]’s GE account for $300.00. Although, we are unable to send [redacted] her GE account ledger she may contact GE to verify her account information.

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

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 will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: On 3/** I called and settled some old accounts with Conns. I was told I would receive a letter in the mail within two weeks reflecting my accounts were paid and settled. As of 4/*/14 I have not received a letter from Conns reflecting my account has been settled and closed. My wife has called [redacted] three times and ALL three times they say they will submit to "HQ" and yet this account still remains open. I have my confirmation numbers showing I have paid these accounts off.Desired Settlement: I would like a repsponse from Conns and mail out my letter as promised.

Business

Response:

Thank you for the opportunity to respond to [redacted] concerns regarding accounts [redacted] According

to our records [redacted] spoke with one of our agents and made

arraignments to settle each account for less than the full balance on March *, 2014.

Please note, the settlement process takes approximately thirty business to days to process. As of April [redacted] 2014, the accounts are closed and a settlement close out letter has been mailed to the customer.

In the event [redacted] does not receive the letters he can contact customer service at [redacted]

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 will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,