B And B Movers

Review: To Whom It May Concern, [redacted]

I am a customer of Conn’s and have been for quite some time. The reason for this letter is due to the blatant disrespect that I received from two of your collection representatives. I received a phone call today [redacted]. CST from telephone number [redacted] from a female stating that she worked for Conn’s. She asked to speak with [redacted] (myself) and I told her that she was speaking with her. The Conn’s collection employee proceeded to tell me that my account was past due as payment was due [redacted] for $[redacted] and was inquiring to know if we could take care of the payment now. I informed her that I was not able to make the payment today as I do not have any money at this very moment and that when I get paid on the [redacted] I can go to my local Conn’s store and make my payment in person. She proceeded to ask me if we could set something up for the [redacted] because that is as far as out she could go for a post-dated payment. I again told her that I cannot make a payment until the [redacted] when I receive my paycheck.

I was transferred without warning to another individual. Now a man is on the phone. He starts off with how can we help you? I told him that I did not need his help as Conn’s is the one that called me. [redacted] then stated how we can help you to make your payments since it see** that you do not have any money to make your payments. First of all, the female did not inform me that she was putting a supervisor on the phone. And secondly she should have understood when I spoke to her in polite English that I cannot make a payment until I get paid on the [redacted] and should have left it alone after that. So now [redacted] is on the phone and I politely and professionally explain to him that I will not be able to make a payment until the [redacted] because that is when I will have my paycheck and can make the payment. [redacted] then asks me if I have another avenue of income and asks directly why I cannot borrow some money for the [redacted], I again reiterated the [redacted]. Then [redacted] proceeds to ask me where is my [redacted] and why can’t he make my payment. Since when is it professional to ask a person about a [redacted] when attempting to collect a bill since this is not a debt as it is not 30 days past due. I do not have a [redacted] and I do not understand what business it is of his or Conn’s to question me in that manner. I asked [redacted] if he would like to be my [redacted] and then he could pay my bills. I again RESTATED the fact that I get paid on the [redacted] of [redacted] and I will make a payment in person to my local store [redacted] again asked why I did not have another avenue of income, why did I not have a [redacted] who could pay my bill and why could I not borrow money from someone for the [redacted] for a post-dated payment. I told him thank you, have a nice day, and hung up the phone.

After this extremely stressful, disrespectful, and upsetting conversation during my work day, I called and spoke with [redacted] (#[redacted]) in your customer service department. I explained to her what happened and she apologized for the behavior of your employees. I asked her if this is what is on your scripts when attempting to collect a payment from your customers and she stated NO. So, why would your employees go off script and choose to speak to me in such a manner?!

I am not sure what type of individuals you employ at Conn’s but this is absolutely ludicrous! I suggest mandatory Customer Service Re-training for all individuals involved in this incident that took place today. I would also recommend a Code of Business Conduct be closely adhered to in customer matters in the future. Sensitivity training would also be warranted in this case. For Future Lessons Learned notes - since when is an account that is 12 days late warrant this type of disrespect from not one but two of your Conn’s employees? This should be incorporated into role play in future Monthly sales meetings and a better solution should arise. If not it should be repeated until one is found. This is unacceptable treatment and WILL NOT BE TOLERATED. In a healthy market, where people can shop elsewhere believe me they will do so. Profits are not easy to come by and I am sure you will sorely find this out if you continue conducting business in this manner. Low level employees should never attempt to alter the profitability of a company business nor attempt to alter their bottom line by brining to work their bad attitude and lack of etiquette. Doing so should result in TERMINATION of employment. This is a serious matter I expect it to be dealt with as such. Discrimination on any basis is not tolerated in the State of Texas or the United States of America. I am a [redacted] raising [redacted] and I will not tolerate discrimination in the form of verbal references to my family. Discrimination in any form will not be tolerated by [redacted]’s in the proud State of Texas.

Companies routinely monitor and record customer calls so I suggest that you listen to a few recordings. This problem may go beyond the low level employees and your problem may exist in the mid management level and this idea is disturbing to say the least. I guarantee you will find some, if not a lot, of what I am speaking of in this letter. Please know if I receive further contact in this manner via phone during my work hours you will be contacted by my attorney. I will never do business with your company again. Once my account is paid in full our business relationship will be forever finished. Do not expect my household to invest further in your disreputable company. I will also inform all of my family, friends, coworkers, and business associates so they are aware of how I was dealt with so that they will take their money and do business elsewhere.

I am hereby reporting you to the Revdex.com and if necessary the Attorney General of the State of Texas.

Regards,

**. [redacted]Desired Settlement: There really is nothing that I feel can rectify this disrespect and discrimination. I believe that the company should update their practices with more significant training. People who talk to other people the way I was spoken to should not work in a field where they deal with people on a regular basis. That person should not be employed with the company.

Business

Response:

Thank

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

#[redacted]. **. [redacted] stated she felt

disrespected when receiving a collection call regarding her account.

We

have a more than 120 year history of quality customer service and satisfaction,

and I would not want anything to impair that record. We take all customer

inquiries seriously and research every complaint.

According

to our records and recorded calls, **. [redacted] received a call regarding the

past due balance on her account.

The

questions that are asked are used so that we may better assist our customers and

help them bring their accounts current.

We

have placed a cease and desist on the telephone numbers associated with **.

[redacted] accounts. If she should receive

additional collection calls, we ask that she contact us so we may address the

matter further.

We

value **. [redacted] as a customer and appreciate her bringing this matter to our

attention.

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 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: I have spent over $4,000 in the past 6 months at Conn's. I regret it everyday. The bad enough the sales person sold me an item that had no use to me, and the store wanted to charge me more to return it than what the item cost.

I purchased a warranty for a ** inch television. The television is broken. I called Conn's over a month ago to have my television repaired. As of today, I call Conn's 1-*00 number everyday (sometimes 2-3 times a day). Each day I call, they tell me a different story. Sometimes they tell me that the part is not in. Ot[redacted] days they tell me the part is in. Everyday they tell me they escalated it problem and someone will call me. NO ONE EVER CALLS ME BACK.... WHICH IS THE REASON I HAVE TO CALL EVERYDAY.

It has been over a month! I want my television replaced. It makes no sense that I have to call everyday, and that I am told a different story every time I call.

I WILL NEVER EVER SHOP AT CONN'S AGAIN!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!Desired Settlement: REPLACE MY TELEVISION TODAY!!!!!!!!!

Business

Response:

Thank you for the opportunity to respond to [redacted]

complaint. Our records show on */29/14, [redacted] purchased a **” [redacted] television with a 49-month Repair Service Agreement Plan and elected to pickup

[redacted] television from our [redacted], TX location.

We received [redacted] complaint and found she contacted our

service department on **/06/14 stating t[redacted]e were vertical lines in [redacted]

television. A service appointment was scheduled for **/11/14; upon inspection

the technician found parts were needed for repair. Our records show t[redacted]e was a

delay receiving the necessary parts to complete repair. Once we received the

parts [redacted] was scheduled service on **/11/14; the technician installed a

new panel and tested the unit; unit tested pk.

At this time [redacted] television does not met the qualifications for

an exchange; repairs have been completed on the unit.

[redacted] was contacted by our [redacted] and confirmed [redacted]

television has been repaired and is working properly. She mentioned the TV stand that was purchased

did not fit [redacted] TV and they she didn’t feel she should pay the difference for a

bigger stand due to the error. [redacted] has informed us that she no longer needs the stand and has mounted the

TV to the wall. Conn’s has agreed to

pick up the television stand and issue [redacted] a full credit of $227.2* to

[redacted] Conn’s account.

We sincerely apologize for any inconvenience [redacted]

experienced as a result of [redacted]

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

Sincerely,

Review: I have notified this company on numerous ocassions . My complaint has been ignored regarding accounts open in my name [redacted] and [redacted] without our consent or knowledge.The accounts has caused irritable harm to our credit and livelihood. Conn's has failed to provide any documents or reason these accounts are established using our identity. This matter has been ignored over a year. Once I fax affidavits and fraud packets to this company . My information [redacted]Desired Settlement: I these account be removed off our credit report or a letter explaining why this happen? IAlso need a legal address to serve legal notice.this has caused a lengthy harm. and documents can be fax direct to me [redacted]

Business

Response:

Thank you for

the opportunity to respond to [redacted] concerns. Conn’s has many data and privacy measures

in place when credit accounts are established.

We take the privacy and protection of our customers’ information very

seriously. We look forward to working

with [redacted] to resolve this matter. The account has been investigated by

our fraud department.

If [redacted] has any further questions he will

need to contact our Fraud department directly at [redacted]. Thank you,[redacted]

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: 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: On 11/11/2013 I purchased a ** Refrigerator with an extended 24 month warrant for a total price of $3490.87. On 09/02/2014 (less than 1 year after purchase) the refrigerator stopped cooling and has a error code. I contacted both Conn's and **. ** sent a repair person that replaced a Controller Assembly & Multi-Duck Assembly (computer and fan motor). On 03/31/2015 when I returned from work the same thing had occurred. I contacted Conn's and they sent a repair person on 04/01/2015, he repaired the unit. Within, 4 hours it was doing the same thing, I called them back the same day. They returned on 04/03/2015 and replaced a part. The unit still would not work. They've scheduled to come out again on 04/10/2015 to replace the same parts that they have replaced on the 09/02/2014.Desired Settlement: I would like another new refrigerator. If they could fix the one I have and it works another 6 months then I'm getting close to the end of the 24 month service agreement and I'm then out of a refrigerator or spending an enormous amount on repairs. It's a lemon and should be honored under the lemon laws.

Business

Response:

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

complaint. Our records show on 11/11/13, Mrs. [redacted] purchased a ** French Door

refrigerator with a 24-month Repair Service Agreement Plan.

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

service department on 3/31/15 stating her refrigerator was not cooling and

displayed an error code. A service appointment was scheduled on 4/1/15; during

inspection the technician found parts were needed to complete repairs. Once we

received the parts Mrs. [redacted] was scheduled for service on 4/3/15. During

installation the technician replaced the Multi-Duct Assembly and Grille

Assembly however; it was determined that additional parts were required to

complete repairs. Our records show the technician ordered a new PCB Assembly

and Controller Assembly which is scheduled to arrive on 4/15/15. The parts were

received and Mrs. [redacted]’s refrigerator was successfully repaired on 4/17/15.

We were able to verify that the manufacture replaced the Controller

Assembly

&

Multi-Duck Assembly on Mrs. [redacted]’s refrigerator in September of 2014. However;

Mrs. [redacted]’s refrigerator does not meet the qualification for an exchange under

the Terms and Conditions of the Repair Service Agreement, please refer to Terms

and Conditions Number (7) Limit of

Liability.

We have included a copy of the Repair Service Agreement with

our response.

If

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

contact customer service at 1-877-358-1252.

Kind

regards,

Dyeisha

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]@bellsouth.net] Sent: Tuesday, May 19, 2015 7:52 AM To: drteam Subject: ID [redacted] Good Morning,I apologize for not responding with the 10 days, however, I've had illness in my family. I do not agree with the response provided by Conn's. If you review the documents that was sent to you including the receipt for the first repairs that were completed you can see the number of times that a service representative was called out to repair this refrigerator. The fact remains in is documented and forwarded to you of the number of times that they came out within the past 6 months and most recently in the past 30 days. The person responding to you explained what was suppose to have been the problems but did not accurately tell you the number of times that they came out to fix the same problem. If you'd review the documents that I sent it shows the number of times that they came out and the amount of time that I took off work to meet their representatives. They came out more than 4 times for the same problem.The problem is that Conn's does not want to honor there agreement that to replace this unit because of the cost of the unit. They are aware of the Class Action Suit has been filed because of the same problems that I've had with this unit. It is my belief that they are trying to fix an unfixable problems until the warrant runs out. Thank you. Ms. [redacted]

Business

Response:

Thank you for the opportunity to respond to Mrs.

[redacted]’s additional comments. We have reviewed the documents provided by Mrs.

[redacted] and found she is counting each time the technician appeared to her home as

a service call. This is not an accurate

count and as previously stated our records show only 2 completed service calls

with Conn’s.

Our records do not indicate a service call was

set-up on 9/2/14 with Conn’s. Based on

the information provided by Mrs. [redacted] she contacted the manufacture who

provided the number for a local service provider who assessed and repaired her

unit by replacing the controller assembly and multi-duck assembly. Because this repair was completed through the

manufacture Conn’s would not have record of this repair.

The first service call with Conn’s was placed on

3/31/15, as stated in Mrs. [redacted]’s notes on 4/1/15, the Conn’s technician came

out during that time he assessed the unit to determine what needed to be

repaired. He ordered a part and returned

on 4/3/15 to install it. After

installing the part he found an additional part was needed which was ordered

and installed on 4/8/15. He tested the

unit and everything was working properly.

The second service call with Conn’s was placed on

4/10/15; a Conn’s technician assessed the unit on 4/13/15 and was advised to

replace the Controller Assembly. The

technician ordered the part as instructed by the manufacture and installed the

part on 4/17/15 to complete the repair.

Mrs. [redacted] contacted us the same day stating there was another error

code. The technician went out and found

there was a loose connection to the part that was installed on 4/17/15.

After confirming the service call that was

completed on 9/2/14 by a 3rd party and reviewing the second opinion

that was provided. Mrs. [redacted]’s

refrigerator qualifies for an exchange at this time. The exchange has been approved up to the

original amount paid. Mrs. [redacted] may

visit her nearest Conn’s to reselect and schedule delivery. Mrs. [redacted] has been contacted and is aware of

the approval.

Kind regards,

Kathryn [redacted]

Customer Relations

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.

Thank you for assisting me to resolving this complaint. I do not believe that Conn's would have agreed to replace the unit had not Revdex.com been involved. I truly thank you for your assistance.

Review: On [redacted] my husband and I purchased a [redacted] refrigerator at the Conn's store in Plano off [redacted] and it was delivered on [redacted] after we purchased our house. When the refrigerator was delivered the delivery man explained to us that there was a scratch on it and that they did not have any other [redacted] model refrigerators that we purchased in stock left and did not know when they would get them in. We were told that our options would be to take a discount of $150 off the item or we could send it back and wait for another one. Since we did not have any refrigerator we agreed to take the discount and my husband signed for the discount on the delivery form and we were told it would reflect on our Conn's bill. Since no such reflection showed we spoke to the store [redacted], the customer service and then was told that we needed to talk to the warehouse personnel. Several phone calls have been made in an attempt to clear this and every time we call we are told that the manifest has to be checked, the person handling concessions is not there, [redacted] the [redacted] is out, they will leave a message and that someone will call us back. Seven phone calls and one email to [redacted] and no return call and no discount. We are being charged full price for a damaged product that they knew was damaged in the first place before delivering. This is not right.Desired Settlement: We want the discount that we agreed upon on the damaged item.

Business

Response:

Review: I had a 12-month no interest cash option contract I made the last payment on the account to pay the furniture off on August 15 via Conn's website. I made the payment exactly how I had made the previous 2 payments. I previously had another checking account stored on the website and in June I changed the checking account number because the previous account had been closed. Made my June and July payments with no problems out of the new checking account number. I make this last payment to pay off the account and for some reason the website picked up the old checking account number that had been de-activated in Conn's website. I received a email stating that my payment had not cleared and called right away because I noticed that they were trying to take the payment out of the wrong account. I called several times and was told each time that everything was okay, the acct was paid off and closed. Still the payment had not been deducted from my checking acct so I called again and told them that they were taking it out of the wrong checking account number and I needed to get it corrected. I was told on a couple calls that now I had to wait for the acct to be re-opened before I could get it corrected. And they charged me a $25 NSF fee which I was told in previous calls that I would not be charged. I waited for the account to re-opened and expressed my concerns about the expiration of the cash option and still I was told everything would be okay once the account was re-opened. August 29 rolls around and still nothing was done. I called in again and explained once again what happened and that I needed to get this taken care of so the acct could be closed out. The rep this time told me that I could go ahead and input the information over the phone and make the payment out of the right checking acct but that my conns acct was still not re-opened. So On Sept 2 the account was re-opened and all the interest is now added to my account. Almost $400. I have called many times to try and get this straighten out and finally paid the $25 NSF fee that I should not have paid in the first place and was told the acct would be sent for review but no guarantees that the cash option would be restored that I may have to pay the interest. I was also told because I did not make my payment until Aug 29 that I missed out on the cash option because it expired on the 27th. I tried several times to get this straightened out and get the payment to come out of the correct checking account number prior to Aug 27 and no one would help me. I just kept getting I had to wait. I have never been late and always paid more than double my payments. My history is clean with Conn's.Desired Settlement: The account needs to be closed out and the interest removed. I paid the furniture in full.

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 9/12/2014 1:09:56 PM and assigned ID [redacted]

Regards,

Review: On 29th of December I bought a living room set at Conn's. The next day the delivery team came with missing items. I also noticed that one of the sofas was defective. I realized after I had signed for it and the people had left. The following day the team came back to finish the delivery and I told him what I had noticed about the defective sofa. He checked and confirmed it was defective and decided not to finish the delivery. So I stayed with 2 pieces from the set waiting for a change because we decided we did not want a factory defective item. Conn's said they would send a technician who showed up till the seventh of January. He fixed it but said that it came defective from the factory and we never received a call from them so I began calling them and went to the store where I bought the set. They made excuses and pretty much laughed in our faces saying that since we signed they are not liable and we cant do anything about it. After Calling them a lot and begin for an answer finally someone answered. A gentleman Named [redacted] from Conn's headquarters finally talked to my wife and told her that they were going to make the exchange because we had called the first day we received the set and because it is in their policy. then we get a call from the assistant manager of [redacted] and told us that he had good and bad news. saying that we can only get the same type of set but in the policy it doesn't say that plus we don't want the same items. then he started threatening us telling us that he would give us higher interest rates and less time to pay the set. we told him that we talked to [redacted] and he began to calm down but told us that regardless all he would give us something with a different color. On the 23rd they told us they was going to bring us the last piece of the set but I don't want it because they refuse to give us the exchange .Desired Settlement: We want an exchange to something totally different or just to cancel the whole thing and we dont worry about it.

Business

Response:

Thank you for the opportunity to respond to Mr.

[redacted] complaint. Our records show on 12/29/14, Mr. [redacted] purchased the Corinthian

Lowery furniture set which consist of three pieces (sofa, loveseat and

recliner) all with a 48-month FurnitureGard Plan. [redacted] sofa and

recliner was scheduled and received in good order on 12/30/14 however; the

loveseat was not available for immediate delivery and was rescheduled for a

later delivery date.

After further review of Mr. [redacted] complaint, Conn’s has agreed to honor his request for an exchange for

a different furniture set as a gesture of goodwill. Mr.

[redacted] received an in-store

credit on his sofa and recliner in the amount of $1724.98 (which was the

original amount paid) to re-select different furniture. Also, we show the

loveseat has not been delivered therefore; Mr. [redacted] may re-select another

furniture piece for this item up to $874.99 (which is the original amount paid)

totaling $2599.97 for all three furniture pieces.

On 2/10/15, we spoke to Mrs. [redacted] and informed her of the approved exchange. Mr. [redacted] may visit his

nearest Conn’s to initiate his approved exchange. We sincerely apologize for

any inconvenience Mr. [redacted] experienced as a result of delay.

If we may be of further assistance, Mr.

Alvarez

may

contact customer service at [redacted].

Kind regards,

Consumer

Response:

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

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

Review: This problem has been on going since [redacted]. Before our warranties on our washer and dryer expired we placed a service call. Someone came out and took a look and said they needed to order parts. They said some type of springs were needed in our washer and that the heating element in the dryer had gone out. The repair man made it clear that the parts would be ordered and he would come out to install them. Back in [redacted] a service man came unannounced to my house and said he was here to repair them. I told him sir I am on my way to work and no one ever called me back with an appointment. He said it would be fine and that he would reschedule. Well I waited for someone to come out and take care of the issue and it is now [redacted] and no one has come to repair the work that was initially supposed to be. My washer also does not fill up properly and the appliances are missing their rightful parts. They are also stating that this is a closed ticket, yet I don't have any receipts from them. If someone signed something it was not me and if so someone did so fraudulently. Also my stuff is still lacking the parts promised and the work has not been completed. Their was a young light skinned, black man that had came out once and he is the initial person that said things would get taken care of. His hair was close cut and he was thin with brown eyes.Desired Settlement: I just need the correct parts and for appliance to be repaired. If they can't be repaired I need new appliances. I would also like for them to make an appointment to fix this issue where they do not show up unannounced.

Business

Response:

Review: I bought a couch and love seat and I have found its to big for my living room and want either return it or exchange it and it has only been 6 days and they tell me I cannot exchange or return and they want me to do a voluntary repo that reflect on my credit and the payment is not due till the [redacted].Also the people that brought it out to me did not understand a word of English and then also I had bought a surround sound and they said they would have someone out the next day not knowing they dont do it unless you buy a tv from them.So the manager Bot had to come o7t and install it.I have decided I do not want this couch and love seat an would like to return with out affecting my creditAnd also they want me to pay to have it come picked up which I will not do.Desired Settlement: I would like to have a sectional couch put in its place for equal value of couch and love seat.

Business

Response:

Review: I have been having problems with items I purchased. I called at the beginning of Dec. 2013 to have maintance done again but this time its on all of the items purchased. I called for service and was refused service. So I called the Furniture department manager at the store where I purchased the items and told him about my problems he advised me not to worry my items were covered the first year thru Conn's and he referred me to Conns Customer resolutions dept. to have it taken care of. So I spoke with [redacted] at the [redacted] and she advised me that yes my furniture is covered for the first year thru Conn's and that she would ensure I would receive service so in the next couple of days I received a call for a service appointment on 12/** but I would be out of town so it was scheduled for 12/** I received a call on 12/** that due to a emergency I was being rescheduled to 1/**.The tech came out and advised that the problems were due to poor workmanship the sleeper sofa and love seat had multiple staples coming through the furniture from the inside covered so he pulled some out but stated when the parts came in they would have to be fixed from the inside. He looked at the recliner and stated there was no foam cushion between the wood and fabric which was causing the fabric to crack on both sides. He told us the would have to redo the back of the recliner by putting in the foam backing and recover it.The tech stated he would order the parts & call me to schedule a day to come out to repair once the parts were in.Desired Settlement: I received a call from Conns saying they wouldn't fix the recliner even though it's a workmanship problem. I pay my bill I have had multiple problems with this furniture I just want my recliner fixed and Conns to honor their word and fix it

Business

Response:

Review: I made a purchase with Conn's and was told by their saleman that my products qualified for 6 month interest free. When I received my payment booklet I found out that they didn't apply the 6 month free interest to my account. I have been trying to get this matter resolved with the company for a month and a half now and keep getting the run around. I have spoke to the Asst. Store manager and the store manager at their [redacted] store several times to try and get this taken care of with no resolve. They both informed me that my products did qualify for the 6 mon interest free and my account was set up incorrectly. They advised they sent a resolution letter to their offline dept but hadn't heard anything back. I made contact with the offline research dept myself and they advised they didn't have anything in their system about my account needing a resolution. So the offline research dept submitted my report on their own. I contacted them back approximately 5 days later and they said due to their research they found my products didn't qualify for the 6 mon interest free. This is not my fault that the salesman lied to me about my products qualifying. Conns needs to resolve this matter. I was specifically told by the salesman the day I purchased my products they did. I was told by the Asst manager and the store manager that my products did. Now Conns finance dept is saying my products don't. So it's okay for the salesman to lie to customers to make a commission and the company money.Desired Settlement: I would like this matter resolved by the 6 mos interest free being applied to my account like they said. I have been a long time customer of Conns. If this matter doesn't get resolved fairly. I will take my business else where. I don't do business with liars and people who want to cheat me out of money.

Business

Response:

Thank you for the

opportunity to respond to [redacted] complaint. [redacted] has been contacted by the store

manager regarding his concerns and we have agreed to honor his request for the

6 month no interest offer. We appreciate [redacted] for bringing his concerns to our attention and apologize for the manner

in which they were addressed. The matter

has been addressed with those involved to insure it is not repeated.

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

contact us at [redacted]

Kind regards,

Customer Relations

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. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

From: [redacted]

Sent: Tuesday, March **, 2014 10:47 AM

To: [redacted]

Subject: REF: [redacted]

Are the issues

resolved? ____________Yes _____X______No

If yes, when was the issue

resolved?

______________________________________________________________________

______________________________________________________________________

If no, what issues remain

outstanding?

They did set up another account with same as cash for 6 mos. That

part has been corrected. But I had made 2 payments to that account already

and I am still waiting on them to transfer my $115.00 to my new account. They

are still dragging their feet in getting this done. It has been another month

in getting the funds transferred over to the new account. I am not sure how

long this is going to take but they keep assuring me that this will get

rectified as well. Still waiting to see if they will take care of this.

Did you ever file your case through

the court system? ______No_______ If so please include a copy of your

filing or judgment for our files.

Signature: ____[redacted]_______ Date: _____03/[redacted]2014____

Business

Response:

[redacted] has been

contacted and is aware the 2 payments made on account [redacted] are being

transferred to his new account [redacted].

We ask [redacted] to please allow 2-3 business days to complete the

process. If I may be of further

assistance, [redacted] may contact me directly at [redacted]

Kind regards,

Customer Relations

Review: We to have been loyal customers for over 18 years...but, never again. Be purchased a living room suit and have had promblems with it from day one. When the service tech came out from Quality Furniture he told basically the furniture was junk, it would be too expensive to repair, and that Conns would be getting back with us. Well, after a couple of weeks we called Conns to find out when the repairs would be made. All we got was the run around from customer service. A month later we called again to find out the warranty would not cover the repairs and they had since voided our warranty. No one could give us the reason why the warranty was void, then a floor supervisor said the only reason she could come up with was infestation!!!! The corporate office stated we have a small dog in the pictures the service tech took although the service tech did not report any infestation the corporate office must had assumed there was and voided the warranty. Our home is less than 5 years old and spotless and our dog is less than 5 lbs. I have since written letters, talked to customer service, floor supervisors, store managers & left several messages for their customer relations person [redacted] with no response. So, I called [redacted] the service tech with Quality Furniture who said to meI told you Conns would not pay for the repairs the parts would have to be purchased from the same manufacturer that made the furniture and they know it was cheaply made and will more than likely fail again so, if they can find and out than thats what theyre going to do. Now, all three pieces are broken we can even use the recliner nor the couch due the arms are hanging off because the frame was poorly made. We don't maind paying for the furniture we just want it fixed or replaced. So, now we have our attorney sending them a letter.Desired Settlement: Replace or repair.

Consumer

Response:

From: [redacted] Sent: Wednesday, February [redacted] 2014 8:28 PM

To: drteam

Subject: Re: #[redacted] The Revdex.com (Revdex.com) of Houston and South Texas has sent you a new message regarding your complaint - PLEASE DO NOT DELETE THIS EMAIL

We left a message with Beaumont corporate office yesterday. No called us back.

Sent from Yahoo Mail on Android

Business

Response:

Thank you for the opportunity to

respond to [redacted] complaint. According

to our records on 7/**/11, [redacted] purchased a Clifton furniture set and

48-month Furnituregard with us. [redacted] contacted us on 12/*/13, stating the arms are coming off of her

loveseat, the arms and springs are coming off the sofa, and that both recliner

arms are coming off. A service call was

set-up and upon inspection the technician found the furniture set has not been

properly maintained and that the report and pictures indicate the springs are

rusted from urine or liquid substance and the frame was damage. Based on the most recent inspection report,

we are unable to honor [redacted] request to repair or replace his

furniture. [redacted] has been

contacted regarding their concerns and has provided pictures of her furniture

set. We were able to confirm from her

pictures that the report on file is related to her product.

Inspection report and pictures

are available upon request.

If I may be of further

assistance, [redacted] may contact me directly at [redacted]

Kind regards,

Customer Relations

Review: On December [redacted] 2013 I purchased a 60" Samsung Smart Tv from Conns that is located on [redacted] in Austin, Texas. It was marked at $1,899.99 plus tax. During that time, I also purchased the warranty for $329.99. I was required to put $190.00 down for the purchase. So the amounts above added, deducting the $190.00 given as down payment left me with a balance of $2223.00. I was told on that day by [redacted] that if I took a copy of my renters insurance I would not be charged the additional insurance covering theft on the tv. That amount would be $286.36. The next day, I took the copy of my [redacted] policy and gave it to the Store manager so that he could give it to [redacted] As per my contract/invoice from Conns it states that I would be under the 12 months no interest if I paid the $2223.00 within 12 months, 1st payment beginning February **, 2014. On January [redacted] 2013, I made an online payment of $109.14. Two days later, I checked my account and noticed that my balance AFTER payment was showing for $2189.86. Of the $109.14 payment I paid on 1/**/14 only $39.09 was applied toward my balance. I contacted customer service and they told me that they did not know what was going on and they would submit a ticket to have the insurance company look into the matter. They I contacted the store and they had no idea what I was talking about. During that time I notice that the tv was now for $1799.00 so **, store manager gave me a credit for $119.08 for the 30 day price guarantee. With my payment and now this credit amount should have left me with a balance of $1995.73. I called and checked on my balance and not it is showing that I have a balance of $2673.71. I have spoken to corporate, to [redacted], New Store Manager, [redacted], who told me that all I wanted was immediate gratification on my account on the issues and I was even told today by a [redacted] that I was no longer under the 12 months interest error. I don't know what to do anymore. Please help!!!Desired Settlement: I want my account to be corrected and have them stop making excuses. I should be credited something for all the time I have spent trying to resolve this matter. I have been dealing with this for like about a month already and have in good faith I have tried to work out a resolution with Conns with no resolution or correct answer. Or for that matter, a response as to why my account is reflecting a higher amount of $600.00 added to my account.

Business

Response:

Review: I purchased a washer in October of 2013 and have had to have it repaired 3 times. On the first attempt, the repairman came out the last week in January said it was fixed. Wrong. Was not repaired. The second time a repairman came out the first week of February and said the part had to be ordered and would call to schedule for repair. Customer service called me on Monday. 2/**/14 and told me the part was in and for me to call and schedule a date to have the washer repaired. I figured since they knew the part was in and the washer had to be repaired, I feel that they should have came right out and repaired the washer. The scheduled date was 2/**/14 and that the repairman would call me on Tuesday morning to let me know what time he would be there. I had someone to stay at the house and wait for the repairman. No one called nor showed up to replace the part. I had to continue to call the customer service repair department until they told me someone would be there on Thursday, 2/**/14. No one called or came to repair the washer. When I called them back on Thursday evening and requested a new washer, they told me they couldn't do that. Then they (customer service) told me that it was scheduled for Monday, 2/**/14. This has been an ongoing saga for a month and I do not believe Conn's has held up their end of the contract. I was late one day (on purpose) but they called me to tell me a payment was due. I told them I was not going to pay anything until my washer was repaired but I paid it anyway and my washer still is not fixed. I have had to go to the laundromat to wash clothes but I am still paying for a washer that is not working and Conn's don't seem to care about their customers nor their customer service to customers. I am very disappointed with Conn's.Desired Settlement: I would like to have a new washer with an agitator and not the same type of washer. Because if I am having this many problems with this type of washer I don't want another one like this.

Business

Response:

Thank

you for the opportunity to respond to [redacted] complaint. Our records show on 9/**/13, [redacted] purchased a washer with us and 24 month repair service agreement. [redacted] contacted us on 2/*/14, stating

the washer was making a grinding noise.

Upon reviewing [redacted] complaint we found there was a delay

obtaining the correct part needed to repair her washer. We sincerely apologize to [redacted] for the

delay and any inconvenience she has been caused. [redacted] has been contacted and she

advised she has already purchased another washer. Conn’s has agreed to honor her request and

return the washer. [redacted]’ washer

was picked up on 3/*/14 and a credit of $790.18 is processing to her

account.

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

Kind regards,

Customer Relations

Review: We purchased a couch on 3/*/2014. Todays date is 3/**/2014 and we havent been able to sit on the couch since last week. There is a spring or somethig metal trying to poke out of the back of the couch and when you sit on it..it really pokes out. We have been told we have to move out of our rent house by the first. When I called last week on the couch they told me someone would call me back and never did so this morning I started calling. On the back of the Conn's packet we got it says there is a 30 return policy if there is a manufacters defect. All I wanted was them to come look at it before we moved so they would know what was wrong with it...when I called they said that the earliest I could get them out there was 4/**/2014..and if we moved that couch it would/could void the manufacturers warranty. Well, 4/**/2014 is past the 30 day return policy and if I move it and it voids my warranty, then we are stuck with a couch we can't sit on. I called the store and the store said they couldnt take a return at the store unless the service people told them that it was bad and since the service cant get out there until 4/*/2014, it would be after my 30 days.Desired Settlement: I just wanted them to replace the bad part of the couch. I want them to come look at it before we move so that we still have a warranty.

Business

Response:

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

3/7/14, [redacted] purchased a United Furniture SOHO Cardinal sectional which

consisted of 3 pieces (right sectional, left sectional, and ottoman) with a

limited 1-year manufacturer’s warranty. On 3/**/14, [redacted] contacted us

stating that wire was protruding through the leather on the backside of the left

sectional. On 3/**/14, we attempted contacted [redacted] to discuss his

concerns but he was unavailable however, we spoke to [redacted] in regards to

this matter. We educated [redacted] that the manufacturer’s warranty will not

be voided because they are moving and we reminded [redacted] of their

scheduled service date on 4/**/14 at the new address provided.

If we may

be of further assistance, [redacted] may

contact Customer Service at [redacted]

Kind regards,

Customer Relations

Review: I ordered a tv from conn's using my credit account. When placing an order #[redacted], I was advised by [redacted] id#[redacted] to add an equipment protection plan for the cost of $250.00. I was informed the insurance would cover complete product replacement if something was to happen to the tv "it would be replaced for a scratch". I was told the term of the insurance would be through 2015. About a month ago the tv began going out for a short period and them would turn back on. I was instructed by a manager Mr. ** (would not give last name) the tv would be repaired with a 3-5 business day time frame, after a week of no word, I contacted the store and talked with Mr. [redacted] who verified my insurance and assured me my issues would be fixed. At this point my tv had been down for 2 1/2 weeks. After another 3 days of no response or resolution, I went into the store and demanded to talk with a manager. I was told no manager was there to assist me and again I would be contacted. After a 2 day waiting period I contacted the store and spoke to the origin** rep who sold me the tv and insurance policy. I was told that she was currently speaking to the area director on my issue and gave me Monday 4/14/2015 ad date of completion. As of Monday my tv was still broken. The 3-5 day time frame was passed and they had not yet come out to pick up the tv for repair. I again called the store and advised them of the bill I had recently paid on my conn's account as well as the cable bill paid but I was still unable to turn on my tv. After another 3 day wait I turned the tv into the store. The manager I spoke to that told me my issues would be resolved by the 14th and to come into the store and speak with her but she was off that day and the next. When I turned the tv into the store I was told I could not leave the merchandise there but was not given a date for pick up or replacement. At this point the tv has now been broken for a month, returned and paid for and I have still not received a time frame for resolution.Desired Settlement: I would like the tv replaced for a brand new one. I've been waiting a month for them to replace the parts needed and I know the issues with the tv would continue. I would also like to be contacted by a manager for the store to explain the incompetence of the staff and the lack of willingness to assist the customers.

Business

Response:

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

1/25/13, Mr. [redacted] purchased a Samsung 60” TV with a 25-month Repair Service

Agreement Plan. On 3/3/14, Mr. [redacted] contacted us stating the television

screen keeps blacking out and only has audio. A service call was scheduled for 3/6/14;

upon inspection the technician did not find any mechanical defects with the

unit and suggested that Mr. [redacted] contact his cable provider to inspect the

cable box. On 4/2/14, Mr. [redacted] contacted us again regarding the same issue; a

service call was scheduled for 4/3/14. Upon inspection the technician found

parts needed to be ordered however, there was a delay with the parts needed for

repair. We apologize for the inconvenience Mr. [redacted] experienced as a result

to the delay. Conn’s has agreed to exchange Mr. [redacted]’s television due to

service delay; as of 4/17/14 Mr. [redacted] selected a new Samsung 65” television.

If

I may be of further assistance, Mr.

[redacted] may

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

Kind regards,

Customer Relations