B And B Movers

Review: Me and my wife just recently purchased a LG washer and dryer with pedestools on July 26, 2014. We have not been able to use our appliance because of three majors parts not being assembled to them. Also the washer is leaking from the hoses. This has been going on since August 5, 2014, when we have contacted the delivery services we are lied to and informed it is being taking care of or no return calls at all until it is initiated by us and we once again call and nothing is happening. We have even contact the store where our appliances were purchased and the manager has lied to us as well and his name is Austin. Here is is August 20, 2014 and we are not able to use the appliances we purchased and would like something done about it befor we take legal action against Conn's it self.Desired Settlement: With what we purchased and with all of it operating equipment. As well as a discount on the length and kind of service we have been receiving

Business

Response:

Thank you for the

opportunity to respond to Mr. [redacted] complaint. Our records show on 7/26/14, Mr. [redacted] purchased

a LG high efficiency washer and dryer from us with a 48-month Repair Service

Agreement on both items, (2) LG pedestals, and elected to have his items

delivered. Mr. [redacted] was scheduled for delivery and received his washer

and dryer on 8/05/14 in good order; however upon delivery we found the pedestals

needed to be exchanged.

After researching Mr. [redacted] complaint we found it was a delay exchanging his pedestals due to the

pedestals being on back order. Mr. [redacted] pedestal(s) became available

on 8/25/14; Mr. [redacted] was

scheduled for delivery on 8/26/14. On 8/26/14, prior to Mr. [redacted] delivery during Mr. [redacted] pre-call he informed the warehouse representative

the exchange was not needed, he would keep his pre-existing pedestals.

Therefore, Mr. [redacted]’ exchange to replace his pedestals was cancelled.

In regards to Mr.

[redacted]’ washer, he contacted service on 9/01/14; stating after he would

wash a load a clothes the washer door would hold water. A service call

was scheduled for 9/05/14; during the inspection

the technician found the valves needed to be flushed and door screw needed to

be tightened. The technician tightened the loose screw and flushed

valves; the technician tested the washer and tested ok working properly.

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.

Because the information provided was untruthful and was not resolved as stated. When Conn's came back out to the house they did not replace my pedalstools, the only action taken was them informing me how to use spray Windex to be able to move the easier. So, once again they have provided untruthful information and for some reason that is what they are about not providing the service they make a claim to provide.

Regards,

Review: I tried to do a payoff on my 2 accounts on 2/**/14,gave the representative my (checking)account information. Some how he posted a payment of $440.34 in the account I gave him and $1718.94 into my other account(WHY HE SPLIT THE PAYMENTS,I DON'T KNOW)which caused an overdraft on one of my accounts. I called on 2/** and spoke to another rep that morning because I was wondering why the payment for $1718.94 wasn't showing up on my bank account and that's when I went to my bank that day and learned that they posted to the wrong account. I called again after leaving the bank and was given a ticket # and was told to call back on 2/**/14. I called on 2/**/14 and was told to fax over my bank statement for the return item fee,so that I can get my $25.00 refund and tried to make a 2nd attempt to payoff the rep told me that the system wouldn't let him accept the payment because the account was showing paid and closed. Basically he didn't know what to do even after speaking to a manager. I told him I will call back on 2/**/14 for an update on how I can pay off account. I checked my bank account today and saw the credit from conn's for $25.00 and another return item fee from Conn's on 2/**/14 (they were debiting out of wrong account AGAIN). After I was told that they couldn't take my payment on 2/**/14 when I called. That is bad business for me they don't NEVER EVER have to worry about me buying from them EVER again or refering. In the meantime I have transferred money from the account they were originally suppose to debit to the account they are trying to get the money out of and also I faxed over the return item fee to the number I was given before. I hope they get this money and everything correct the next time they debit from my account. This was stressful dealing with them about this issue. If they debit out of my account after they get the $1718.94 for same amount their will be legal issues. I don't have time to deal with incompetent people. Definitely bad business for meDesired Settlement: Just want my refund of $33.00 for return item fee posted on 2/**/14.

Business

Response:

CASE ID: [redacted]

Thank you for the opportunity to respond to [redacted] complaint. Our records reflect that [redacted] contacted us regarding payoffs

for account #[redacted] ($1718.94 plus $3 processing fee) & [redacted] ($437.34 plus $3 processing fee) on 2/**/14. This would be 2 separate transactions

because there are two accounts. The agent processing the phone payment, failed

to update [redacted] payment information.

[redacted] contacted us regarding this matter and after

submitting the bank statements proving the error, the $33 NSF fee was refunded

to the customer as of 3/*/14. We apologize for the clerical error.

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

us directly at [redacted]

Kind Regards,

Conn’s Customer Relations

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: In the beginning of January 2014, my husband and I purchased 2 recliner sofas, a rocker recliner love seat, a recliner and an entertainment center from the Conn's location in Round Rock, TX. The furniture was delivered on January **, 2014, to a vacant home that we had been remodeling. On the date of delivery, my husband noticed an area on the love seat where the leather had not bonded correctly. He pointed it out to me and the delivery man, [redacted] then called [redacted], the warehouse manager, and was informed that we would be receiving a credit to our credit card in the amount of $250, in lieu of replacement. We were assured that the credit would be done in two weeks. We agreed with the credit refund. The very next morning at about 0800, my husband went back to the house where the furniture was delivered, and noticed a tear in the back of the recliner, at the top. He then called Conn's, and was told that they would report the tear and that someone would get back with us in 24-48 hours. Three days later, when no one called, I called the store and spoke with a manager named [redacted] She assured me that she would put in a repair ticket and call me back with that number, and that the repair department would call me back in 24-48 hours. No one called. I called again and was told that the credit would be on my last bill. I did not use their credit, I used my card. Eventually, [redacted] from the warehouse told us that we would only be credited $240, and that the paperwork had not been submitted when the love seat damage was found. We are still waiting for someone from repair to call us back. When I call the complaint line, they tell me I have in store credit. What?? I want my money back and my recliner repaired or replaced. Not to mention the delivery driver broke our phone cable, which is another $75 out of our pocket. No one will let me talk to the CEO, [redacted], and no one knows what his number is. Seriously! Can you please help?Desired Settlement: My refund amount originally agreed on of $250 as well as the cost of our downed phone line of $75. I also want my recliner repaired or replaced.

Business

Response:

CASE ID: [redacted]

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

Our records reflect that [redacted] purchased furniture via invoice # [redacted] on 1/*/14. [redacted]’s

concession of $240 was submitted on 2/**/14 and has been approved. The refund

will be received in check form to [redacted]’s home address, please allow 7-10

business days. Also, the exchange of the recliner model #[redacted] has been

approved at this time. [redacted] can follow up on the delivery schedule with

her local store at this time.

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

directly at [redacted]

Kind regards,

Conn’s Customer Relations

Review: I been having issue with conns for at least 5 months and still trying to fix my accounts. Everything start when I try to replace my computer. I bought a computer in conns in [redacted], but the computer got broke it was an accident by me but I got the accidental warranty I was waiting to have it replace but conns didn't had it on stock at the time. The [redacted] have two options to wait for a computer or to get another merchandise. I decided to wait but I got the opportunity to move from an apartment to a house so my wife and myself decided to get a refrigerator after two months waiting. When we went to the store to get the new product( exchange) [redacted] told us that was going to be possible to do so they did all the paper work. They( conns) didn't did the right paper work and beside to have one account I have two. [redacted] the [redacted] told me that he will fix this he never did. Every time that I try to fix this situation on customer service or help desk they always came with excuses and I talked to several [redacted]s but I receive bad and negative response from them. All this is affecting my life and my credit.Desired Settlement: I want to process with legal assistance or to guide me to the right direction.

Business

Response:

Thank you for the opportunity to respond to Mr. [redacted]’s concerns regarding account [redacted] and an accidental insurance claim

on the computer that was on this account. According to our records, Mr.

[redacted] signed a 32-month installment loan contract on [redacted] for

the purchase of a computer on invoice [redacted].

In [redacted], Mr. [redacted] contacted our service

department, requested service on the computer, which was deemed unrepairable

and a replacement credit of $1599.97 was approved. Because we did not

have this particular model in stock, Mr. [redacted] was approved for a credit

to use toward another purchase. Upon review of the refrigerator purchase,

we determined that the salesperson keyed the sale as a “new” purchase instead

of using the credit from the computer claim causing another account to

open.

As of [redacted], an invoice credit of $1682.51

applied to account [redacted] and we are processing the account to close.

In addition, we are clearing the credit marks that resulted because of this

issue. Once account [redacted] is closed, Mr. [redacted] will only

have one account, which is for the refrigerator. At this time,

account [redacted] is past due and the amount in arrears is $186.74. If

Mr. [redacted] will pay $254.15 ($186.74 past due amount and $67.41 monthly

payment due on the 1st of the month) by [redacted] we will

reinstate the no-interest offer and clear the credit marks that assessed to

this account.

In the event Mr. [redacted] would like to remit this

payment, he can do so by going to [redacted]

and select the “Pay Your Bill” option to pay online or contact an agent by

calling [redacted]. There is a $3.00 fee to pay online or with a

representative. If Mr. [redacted] does not want to pay the processing

fee, he can go into any Conn’s store location to remit the payment without an

additional charge. If Mr. [redacted] has any questions, he can contact

[redacted] directly by calling ###-###-####.

We value Mr. [redacted] as a customer and sincerely apologize

for any inconvenience he experienced concerning this issue.

Review: There are 6 major complaints regarding this case:Delivery - Nov 29 2013 My 74 year old mother purchased a brand new ** refrigerator with new water lines for $1364.92 from Conns at [redacted] . When the delivery men came they told her she did not need the new lines and did not replace them. She was not happy about this but 74 year old newly widowed women don't argue with servicemen who they believe have professionalism and work ethics. *June 2014 original water lines broke and flooded floor.Refund/Exchange - My mother was not given the refund for the uninstalled Nov 2013 purchased water lines until MARCH 201. The money was given from their cash box after MANY attempts at calling and personally going into Conns store #** and them promising it would come in the mail which it never did. Product - July 25 2014 (Friday)brand new 8 month old ** refrigerator stared making a strange sound and completely broke down.Guarantee/Warranty - My mother immediately calls Conns warranty dept. and they misguide her to a third party business ([redacted] in [redacted]) instead of the ** warranty company. July 28 no service follow up. July 29 no service follow up. July 30 After 2 days of calling [redacted] service man came out and said a part would need to be ordered and would take a week. Aug 6 no service follow up.This was a repair third party business Conns warranty dept. gave my mother. Customer Service - I personally spoke with Conns store #** assistant manager [redacted] and told him entire story of neglect, disconcert, incompetence and most of all unresolved repair regarding my mother's new refrigerator and her case. I did not use profanity and addressed him as Mr. [redacted]. He took down my information and NEVER called back, even after I called 5 hours later asking for him. A disheartening repeated practice from Conns sore #** and their third party repair affiliates. Repair - 9/**/2014 No repairs have been done to refrigeratorDesired Settlement: I believe my mother is entitled to compensation for all the food that had to be thrown away and could no longer keep after almost 3 weeks in an ice chest. estimation $275.00 in refrigerated goods that were no longer perishable and 3 weeks of daily purchased ice bags.

Business

Response:

Thank you for the opportunity to respond to Mrs.

[redacted]’s complaint. Our records show on 11/29/13, Mrs. [redacted] purchased a **

refrigerator with a 1-year limited manufacturer’s warranty. On 7/**/14, Mrs.

[redacted] contacted us stating the refrigerator was making a loud humming noise. We

contacted the manufacture on Mrs. [redacted]’s behalf to schedule a service

appointment with a certified technician in her area to assess the unit on

7/**/14; upon inspection the technician found parts needed to be ordered for

repair. Our records show there was a delay receiving the necessary parts to

complete repairs therefore; on 8/22/14 ** approved to exchange Mrs. [redacted]’s

refrigerator due to the delay. Mrs. [redacted] is scheduled to receive her new

refrigerator on 8/**/14. At this time we are unable to honor Mrs. [redacted]’s

request to receive $275.00 for food loss due the manufacturer’s warranty does

not cover food loss however; as a goodwill gesture Conn’s is willing to

reimburse Mrs. [redacted] $75.00 for her food loss.

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

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

Sincerely,

Kathryn James

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 to pay Mrs. [redacted] $75.00.

Review: I received a call from someone calling himself [redacted] with [redacted] on [redacted]. He said he was trying to save my account. I don't dispute my account was behind. But he told me if I could give him a post dated payment over the phone for $[redacted] it would save my account. He said they would issue a new contract and it would drop my payments from $[redacted] per month to $[redacted] per month. He said if I did not do this then they would likely not accept any future payments. Given the circumstances I agreed and gave him a post dated payment for $[redacted]. He said I would be receiving a new contract in the mail, and to sign it and mail it back in. The following week I had not seen the contract in my mail. I contacted them and they responded that the contract will be coming from corporate. I gave it another week and still nothing in my mail. I contacted them again and they said the store issues the contracts. I cannot seem to get an answer. I certainly want to keep my account. [redacted] made me a good offer to save my account yet I have seen nothing or heard anything since I spoke to [redacted]. Today is [redacted]. I did make a recording of the call with [redacted] because the way he was communicating to me I felt he was saying either I give him the payment or else. Bottom line is, are they sending me a new contract? I assume the call from [redacted] at [redacted] was legit since he had my [redacted] account number, and my online payment info. Please help. Again I did record nearly the entire call. Which includes him telling me I would be receiving the new contract in the mail.Desired Settlement: Send me the revised contract so I can sign it. I did as instructed by the [redacted] rep [redacted]., but I have yet to see the new contract.

Business

Response:

Thank you for the opportunity to

respond to [redacted] concerns regarding account #[redacted] stated he received a phone call on

[redacted] regarding a refinancing opportunity for his account; however, as

of [redacted] he had not received the contract to refinance his account.

According to our records [redacted]

signed a 36-month retail installment contract on [redacted]. On [redacted] received a phone

call regarding the past due balance on his account. At that time he was offered the option to

refinance his account, bring the account current and lower the minimum monthly

payment. [redacted] was also informed

that in order to take advantage of the refinancing option; he would need to pay

a down payment of $[redacted]

stated he would not be able to pay the down payment until [redacted] and

scheduled a postdated payment to process on [redacted].

The calculations [redacted] spoke

with the agent about on [redacted] did not include the property insurance on

the account. The refinance option was

re-calculated and the new minimum monthly payment would change to $[redacted]. Due to the recalculations, we needed to speak

with [redacted] for his consent to refinance the account. After several failed attempts, we were able

to reach [redacted] on [redacted] and he agreed to the payment recalculations. The refinance arraignments were noted and the

new contract was mailed to the address we have on file for [redacted] at that

time.

As of [redacted]

has not returned the signed contract for us to proceed with the account

refinance. Once we receive the signed

contract from [redacted], we can move forward with refinancing the account. Please note, once the contract is received,

[redacted] will need to allow 7-10 business days for the contract to be

processed and the refinance to be completed.

Consumer

Response:

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.

As of [redacted] I have not received the contract. Please make note of the address to send it to. In addition we have homeowners liability insurance which covers all contents as well. Therefore I should not be charged for property insurance. There was no mention on [redacted] about adding insurance. Again my [redacted] homeowners covers ALL contents on the property.

Review: I bought appliances and furniture with conns on the 24th of May. I noticed that the dry has some kind of smell on it like it be used before. So I called Conns and told them that they delivered used dryer and that I paid for new not used. So they sent one of the LG guy to checked. And he confirmed that it either damage at the warehouse or during delivery. He said he has to order some part to fix it. I want an exchange because I paid for a new dry not used. Am also having problem with the bed and dresser I bought from them on the same day I both the dryer. I have been calling them to exchange or for a refund. They are not responding.Desired Settlement: If they can't exchange the product I bought from them. They should refund my money.

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted] complaint. Our records show Mrs. [redacted] purchased a LG high efficiency washer and dryer from us. Our records indicate Mrs. [redacted] was scheduled for delivery and received her appliances on 5/24/14. Our records show on 5/28/14 Mrs. [redacted] contacted us regarding her dryer; stating the dryer has a burnt smell or odor. A service call was set-up for 6/02/14; however prior to a technician going to assess the dryer Mrs. [redacted] contacted us stating she did not want to have service and refused to let a technician come out. Mrs. [redacted] stated she wanted to have her dryer either returned or exchange for a new dryer. After researching Mrs. [redacted]’s complaint Conn’s have agreed to exchange Mrs. [redacted]’s dryer. We contacted Mrs. [redacted] on 6/18/14; she has been informed that she is scheduled for delivery for 6/19/14 to receive her new dryer.

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: Purchased dryer from local store. The delivery team did not install dryer air discharge hose or if installed it was not done properly. Used dryer first of 3 times and I woke with hot and humid air in bedroom and closet where dryer is. Second time it happened I was rushed and because of my disability was unable to check back of dryer. Finally got a friend to check and he informed that the dryer hose was not connected to anything-just lying there.

It has been over 24 hours and all I was told was that this situation would have to be sent through channels and might get an answer in 48 hours. $600.00 dryer and it sits like a piece of junk. Why are American companies going to China-I think I know.Desired Settlement: Want the dryer hose hooked-up and anchored so it will not come off . And an apology with promise that they will emphasize to all department people that they are all part of a team and that one bad rotten apple can spoil the whole bunch. Also a reminder that it is all about the customer. Conns failed here.

Business

Response:

Thank you for the

opportunity to respond to [redacted] complaint. We reviewed [redacted]

complaint and found that his issue has been addressed. [redacted] complaint

has been forwarded to upper management for review to ensure this issue does not

happen in the future.

[redacted] confirmed on

5/1/15, the issue was addressed to his satisfaction. We sincerely apologize for

any inconvenience [redacted] experienced as a result of delivery.

If we may be of further

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

Kind regards,

Review: I bought a toshiba laptop with Conns back in February after a month or less then a month of use the mouse pad on the laptop stopped working and I had to take it back to the store for repair, The store said it would take 2-3 weeks for the laptop to be repaired after the time frame they gave me I went back to the store to ask what was going on with my laptop.For which the store replied by telling me I had to call the Customer Helpdesk, I then called the Helpdesk and they told me they hadn't done anything so they had me call the Technical Helpdesk, I then called them and they said they couldn't do anything because it was under manufacture warranty and that they had order the parts from manufacture and that the manufacture had canceled the request and that they would request it again. This was back mid March at this time if I call them they keep saying they requested the part from Toshiba. (It is now JUNE)I have been to the store and called all the phone numbers Conns has and they keep telling me that they cant help me manager just ignores me and is no help at all, I have been told I would get a 50 dollar gift card for the time this has taken to be resolved, They also requested my email address because they were going to replace my item and all kind of stories, but when I call them again and ask them what is going on they just tell me they do not have any notes on the ticket for the mentioned lies about 50dls credit/replacement. Ever since I have been calling Conns to request a replacement for the laptop since its been almost 3 months and I still do not have my item or store credit or my money back but they are quick in calling me to request last months payment.So I am just being lied to and no one resolves my issue or takes ownership and by now I just feel like they are just making fun of me.Desired Settlement: I just need a replacement or my money back, but I need someone to help me

Consumer

Response:

This letter is to inform you that Conn's has carried out to my satisfaction the resolution it proposed for my complaint, filed on 6/8/2014 1:22:51 PM and assigned ID [redacted]

I thank you for all your help

Review: I financed and put a down payment on a living room set on July 21st and asked for it to be delivered on 8/1. It was never delivered

on 7/21 I selected a furniture set, financed it and put $200.00 down, I asked for it to be delivered on 8/1. On 7/31 I called to ask the delivery time for the next day and they told me that it wasnt being delivered because they were out of stock. I paid for this furniture when it was in stock and never recieved a call that I wasnt getting it and now I am out the money and cant get the store to help at all.Desired Settlement: I want the furniture that I paid for. This is the worst service ever.

Business

Response:

Thank you for the

opportunity to respond Mrs. [redacted]' complaint. Our records show on 7/21/14, Mrs. [redacted]

purchased Winship furniture set which consisted of four pieces; sofa, loveseat,

chair, and ottoman. Mrs. [redacted] received a free 32” Haier LED TV and elected to

have her items delivered bringing her purchase total to $2,563.47; Mrs. [redacted]

paid a $200.00 down payment with her Visa credit card and financed $2,363.47

with Conn's credit. We have received Mrs. [redacted]' complaint and confirmed prior

to Mrs. [redacted]' delivery the furniture set she selected was on back order and

her delivery would have to be rescheduled. Mrs. [redacted] has since cancelled her

purchase and her $200.00 was refunded back to her Visa credit card on 8/02/14. We sincerely

apologize to Mrs. [redacted] for the experience and any inconvenience that has been

caused.

If we may be of

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

Kind regards,

Review: I purchased an extended warranty and insurance policy with Conns Appliance in September 2014. I filed a claim in January due to a home burglary on December 23, 2014. I had to fax additional information to the insurance company February 9, 2015. I received a letter from the insurance company postmarked February 23(I have the envelope).. The letter stated that a payment was made to Conns Appliance.

I went to the [redacted] location April 15th and they told me that my claim was credit back to my account. because I had only 30 days to pick-up my television and computer. Well, at no time was I notified in writing or telephone about this policy. I made a payment on March 24 and the customer service representative did not tell me about the credit on my account.

I learned about the credit when I went to the [redacted] location on April 15.

After speaking to everyone on April 15, I am suppose to continue to pay 130.00 monthly on merchandise I do have. I am assuming they were not going to let me know about the credit of 1,200.00. I was told that I would have to reapply/ re-purchase the items again and to my account. WHY if there is a 1200.00 credit. Also, I was told that if my account is behind Conns Appliance have the right to take my insurance credit and apply it to my account.

At this point I am looking for all of these policies in writing. There was no additional information given to me from Conns Appliance or the insurance company about all of these made up policies.Desired Settlement: I just want my television and computer. I refuse to keep making payment of 130.00 monthly on merchandise I do not have in my home.

Business

Response:

Thank you for

the opportunity to respond to [redacted] concerns regarding account

#[redacted] stated she

purchased an insurance policy with us in September 2014 and the items were

stolen in December 2014 and she would like to pick out new merchandise.

According to

our records, [redacted] signed a 24-month retail installment contract on

October 13, 2014. This contract did

include property insurance. On December

23, 2014 [redacted] notified us of the burglary. At that time we asked [redacted] fill out

a claim form and fax that in along with her police report. Once we received the information from [redacted], we processed her claim.

The insurance

company approved the claim and mailed us a check on February 20, 2015; however,

[redacted] account was past due. We

are unable to replace the items on an account unless it is in current status,

the payment from the insurance company must be credited to the account when it

is in a past due status. [redacted]

account was credited $1234.50 for the stolen items on February 20, 2015. We have attached a copy of [redacted] payment

history for her records.

The account is

past due because the $1234.50 was posted as a property insurance credit. The

current outstanding balance on the account as of April 29, 2015 is

$1,075.46. Please note the payoff

balance updates daily. If [redacted]

would like to pay the balance in full, we ask that she call the day she plans

to make the payment for an up-to-date payoff quote.

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

attention. Thank you,[redacted]

Review: I called Conn's on [redacted] requesting for my T.V. to be repaired. Issue, big red line running from the top to the bottom of my newly purchased 75 inch screen television. Conn's scheduled a tech to do work on [redacted]. The morning of [redacted], the tech called me for directions, and notified me about a service fee. I corrected him, stating that this was a warranty job through Conn's, so there should not be a service fee, and he replied, "Who's Conn's?" I let him know the company that scheduled him to work on my T.V., and he informed me that he does not repair T.V.s, only appliances, and he does not have a contract with Conn's. I called Conn's, and they stated that they called the wrong 3rd party vendor for my area. The rep said she will reset the ticket to get someone else out. I asked for Conn's Policy in regards to their time frame for getting someone out, since I had already waited 2 weeks, and she stated 30 days from the date of the ticket, so with her resetting the ticket, they now had a new 30 days. I expressed that this was unfair to me since it was their error, and even spoke to another rep, who both said it's nothing they can do. From [redacted], I waited to hear from Conn's, nobody called to give me a date and time for repair. I called on [redacted], and the rep stated the ticket had been closed because they did not have a serial number for the T.V. I let him know that nobody ever asked for the serial number the first or second time I called. He said he will create a ticket, now with the serial number, giving a new 30 days. I was very displeased with this, so he transferred me to the resolution department. I expressed my concern to the rep, and she stated that it looks like the first ticket was closed because the tech did not have the proper serial number, and no reason listed for second ticket closure. I told her that that was not true, and Conn's employees just wrote something in the notes to cover their tails. Meanwhile, I am still waiting for my T.V to get repaired, and even today, the reps could not give me a date and time for work, just a promise that someone should be calling me in 24-72 hours to schedule a time to come out, and she said she would send an email with my concern to resolution, she could not 'cc me on the email, and someone should contact me from that department inn 24 hours, but it sometimes take longer.

I called Conn's on [redacted] requesting for my T.V. to be repaired. Issue, big red line running from the top to the bottom of my newly purchased 75 inch screen television. Conn's scheduled a tech to do work on [redacted]. The morning of [redacted], the tech called me for directions, and notified me about a service fee. I corrected him, stating that this was a warranty job through Conn's, so there should not be a service fee, and he replied, "Who's Conn's?" I let him know the company that scheduled him to work on my T.V., and he informed me that he does not repair T.V.s, only appliances, and he does not have a contract with Conn's. I called Conn's, and they stated that they called the wrong third party vendor for my area. The rep said she will reset the ticket to get someone else out. I asked for Conn's Policy in regards to their time frame for getting someone out, since I had already waited 2 weeks, and she stated 30 days from the date of the ticket, so with her resetting the ticket, they now had a new 30 days. I expressed that this was unfair to me since it was their error, and even spoke to another rep, who both said there’s nothing they can do. From [redacted], I waited to hear from Conn's, nobody called to give me a date and time for repair. I called on [redacted], and the rep stated the ticket had been closed because they did not have a serial number for the T.V. I let him know that nobody ever asked for the serial number the first or second time I called. He said he will create a ticket, now with the serial number, giving a new 30 days. I was very displeased with this, so he transferred me to the resolution department. I expressed my concern to the rep, and she stated that it looks like the first ticket was closed because the tech did not have the proper serial number, and no reason listed for second ticket closure. I told her that that was not true, and Conn's employees just wrote something in the notes to cover their tails. Meanwhile, I am still waiting for my T.V. to get repaired, and even today, the reps could not give me a date and time for work, just a promise that someone should be calling me in 24-72 hours to schedule a time to come out, and she said she would send an email with my concern to resolution, she could not 'cc me on the email, and someone should contact me from that department in 24 hours, but it sometimes take longer.Desired Settlement: I want Conn's to repair the T.V. ASAP, or let me take it back to the store to exchange it for a new one. I still have the box, and all original paperwork.

Business

Response:

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

complaint. Our records show on [redacted]

purchased a [redacted] 75” LED TV from us with a 49-month Repair Service

Agreement. [redacted] elected to have her television delivered;

we show she signed acknowledging her television was delivered and received on [redacted] in good order.

We received [redacted]’s complaint and found she

initially contacted our service department on [redacted]; stating her television had a vertical discolored line displaying

on the screen. We reviewed [redacted]’s service history and

found there was a service delay. Therefore, Conn’s has agreed to exchange

[redacted]’s television; she has been given a credit up to the

original amount paid which is $[redacted]. We contacted [redacted]

and she is aware of her exchange approval and was also informed she will need

to visit her local Conn’s location to initiate the exchange. We sincerely

apologize to [redacted] for the experience and any inconvenience that

has been caused as a result of the delay.

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

contact Customer Service Department at [redacted].

Kind regards,

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: I purchase a queen size pillow top mattress set with the warranty. The mattress has a large sink hole on the right side of the bed. Conns sent out a tech to take some pictures and conducted an investigation. I was contacted by a representative and they told me that would not be able to honor the warranty because my bedframe did not have a center bar. This was the first time that I heard anything about my bed needing a center bar on the frame. I have never heard of a queen size bed needing a center bar. I told them that the bed display in the store didn't have a center bar, the sales person didn't tell me about a center bar and the delivery guys didn't mentioned anything about a center bar when they set my bed up and I asked how was I supposed to know center bar was needed. They apologized and told me to purchase a center bar and if that doesn’t work, they can reopen my claim in 90 days and see if they can honor it then. I told them that my warranty goes out in November 2014 and if my bed is already has the sink hole, I don’t see how that would fix it. I told them that I bought a mattress set with a warranty and they should honor my warranty or give me my money back. They told me that they would not be able to do either.Desired Settlement: I would like Conns to honor the warranty and replace my mattress or give me a full refund

Business

Response:

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

Our records show on [redacted], Mrs. [redacted] purchased a [redacted] top

mattress with a 48-month FurnitureGard Plan.

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

service department on [redacted] stating the mattress was sinking. A service

appointment was scheduled on [redacted]; upon inspection the serviceman found the

mattress was soiled on the upper portion of the mattress, a ¼” depression on

the left side, a 2 ½ “ depression on the right side and the frame did not have

proper center support. On [redacted], a service claim representative contacted Mrs.

[redacted] to inform her after reviewing the inspection; the photos displayed the

mattress being used on an inappropriate bed frame which voids the warranty.

Although Mrs. [redacted]’s mattress does not meet the qualifications

for an exchange due to that mattress does not have proper support, Conn’s has

agreed to exchange her mattress only under the terms and condition of the

FurnitureGrad Plan. Mrs. [redacted] may visit her nearest Conn’s to re-select

another mattress up to $129.99 which is the original amount paid for the

mattress. If Mrs. [redacted] selects a mattress that is more than the credit

given, she will be responsible for the difference in price. Mrs. [redacted] will

be responsible for providing the proper support to her frame to ensure proper

use of the mattress.

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

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.

When I purchased the mattress set no one every told us in person, by phone or in writing that a certain type of bedframe was needed. You would think this information would have at least come from the guys that delivered and set up the mattress set. It is not good business practice to all of a sudden tell me about a special bedframe being needed after I contact them to use my warranty. I have since found and reveiwed my contract, I do see that we even purchased a bedframe and no where on the contract is stating that a center bar is need to valiadate the warranty. Conns should realize the ball was drop on their side and honor their warranty. They should act like a company that value and wants to keep their customers.

Thanks

Review: I bought a sofa from Conn's on January 14, 2014. On February 5, 2014 I call in a claim bought the sofa began to sink in. February 21, 2014 someone came to inspect the sofa. FEBRUARY 26, 2014 I received a call informing me that my parts would be in February 28, 2014. Parts where not delivered on date informed so call in on March 29, 2014 and then told parts would be in first of April. I informed them that I wanted to return the sofa and they said I couldn't. Conn's return policy states that I can if their is a manufacturer defect with furniture within 30 days of purchase. On April 6,2014 I was told the parts would be in in three months maybe May from China. I then was connected to the company that handled the inspection and was informed that they told Conn's about the manufacturer defect and Conn's told them that they would wait on the parts. In this process I was never advised or made aware of that decision. When I got this information I then called an asked if they would honor their return policy and Conn's said no and told me to just wait on the parts.Desired Settlement: I want the remainder of balance removed from my account and money that went toward the sofa applied to the account towards the tell television on my account with Conn's. I will return the sofa.

Business

Response:

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

purchased an Augusta sectional set with a 48-month FurnitureGard Plan from

us. Our records show on 2/05/14, Mr. [redacted]

contacted us regarding his recliner; stating the recliner had a wood piece

underneath that was sticking out. A service call was set-up on 2/21/14; upon

inspection the technician found the right front recliner front boards of the seat

frame were broken in half, seat cushion casing torn, and parts needed to be

ordered to repair Mr. [redacted]’s recliner. After further review and

research we found there was a delay the parts needed therefore an exchange was

approved on 4/29/14. We attempted

to contact Mr. [redacted] on 5/02/14 regarding his exchange approval but we were unsuccessful in

our attempt. Conn’s would

like to apologize to Mr.

[redacted] for the experience he had and for any inconvenience caused as a

result of the delay. Mr. [redacted] may visit his nearest Conn’s to

reselect a new recliner.

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

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

Kind regards,

Conn’s Customer Relations

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,

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: My husband and I purchased furniture from Conn's towards the end of [redacted]. The day before delivery a woman called letting us know that our furniture would be delivered the next day. The morning of delivery I received a call saying that our furniture had been damaged beyond repair and was un-deliverable. I called Conn's and nobody could or would tell me what happened. I was told that the furniture would have to be re-ordered and since it was on back order it would be another week or more before it would be in. I talked to our salesman who was unable to help us with any of the issues. I spoke with two different managers as well. What I asked for was that they order us the power model of the same furniture for our troubles given that it will be a total of three weeks since we originally ordered the product. The product that we ordered was the manual sectional set. The salesman, both managers, the district manager and the corporate office refused to do that. All the while not telling us what even happened to our furniture to begin with to make it un-deliverable. I asked for a discount then or anything for that matter to make us happy for having to wait three weeks total to have our new furniture. Meanwhile, we have no furniture to sit on in our house because we had given it to a needy family after receiving the phone call that our furniture was being delivered the next day. Never did I imagine it would be damaged. Everything I asked for which was not unreasonable was refused. The managers nor the district manager ever returned any of my phone calls when I left messages to call me back. They gave me the run around for days passing me around to other people all of whom could do nothing. I finally gave up. Our furniture was delivered and we did a service order on the loveseat the same day because it is damaged. So now we have someone coming out Tuesday to look at it. So the newly ordered furniture is damaged as well. Conn's promises to satisfy their customers no matter what.Desired Settlement: What I originally asked Conn's to do for us was order the power version of our furniture and give that to us. The difference between the two models is $400. They refused to do that even though their commercials and telephone jingles "promises to make their customers happy no matter what." I still would like them to order the power model for us and deliver that to us. We already have a service order on the furniture they delivered to us and it hasn't even been a week. I am very very unhappy.

Business

Response:

Review: I purchased a refrigerator with a service contract on April 2012. My refrigerator stop functioning. Called to get repaired on 2/24/14, again on 3/10/14, again on 3/20/14, 4/10/14, 4/11/14. Repair man comes out but the refrigerator is still not working. My service agreement states that after 3 repairs and not able to fix a new replacement will be provided. They are scheduled to come out again tomorrow 4/12/14. They have come out more than 3 times and no one calls gives me any information do not return my call etc. etc. Very frustrated with this whole situation. In February and beginning of March I had cancer medication that had to be refrigerated and that caused a stressful situation for me. I am very stressed don't know what to do anymore about this whole situation. Can you please help me?Desired Settlement: I want a new refrigerator as soon as possible!! Help please.

Business

Response:

Thank you for the

opportunity to respond Mrs. [redacted] complaint. Our records show on 4/07/12, Mrs. [redacted] purchased

a Samsung refrigerator with a 48-month Repair Service Agreement with us.

Our records indicate Mrs. [redacted] has contacted us on 2/24/14 regarding her refrigerator; stating the refrigerator

was no longer cooling at the proper temperature or freezing. Since then

we show three completed service calls on file.

The last service call was set-up on 4/11/14, Mrs. [redacted] stated her refrigerator

and freezer compartment was not cooling.

After assessing the repair needs

and reviewing the service history an exchange was approved on 4/23/14. Mrs. [redacted] was contacted and has since

replaced her refrigerator which was delivered on 4/26/14. Conn’s would like to apologize to Mrs. [redacted]

for the experience she had and for any inconvenience caused as a result of the

delay.

If we may be of further

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

Kind regards,

Conn’s Customer Relations