B And B Movers

Review: Conns took my payment out too early and caused overdraft fees to be incurred. They had me fax in my bank statement showing the overdraft fees so they could reimburse me for these, and they said they didnt recieve my bank statement. So I took in a 30 day bank statement to a Conns location on [redacted] in Oklahoma City and they faxed it from there AGAIN. I called Conns to verify they recieved it, and this time they said they did. That was nearly 3 weeks ago and they STILL have not reimbursed those overdraft fees to my bank account! Ive called numerous times trying to get this resolved, and no one will call me back or take care of this! Also they brought a damaged dishwasher and box springs to my home and promised a 10% discount on BOTH products as well as free delivery charge and have not updated my account to apply these discounts. This has been going on for over 2 months! Nothing has been done and Ive called and opend at least ten help tickets!Desired Settlement: Refund of overdraft fees they caused by taking payment out early and my discount of the dishwasher, box springs and free delivery charge

Business

Response:

Review: Conn's was suppose to delivered a bed complete with headboard on Saturday, November 22nd. One of the wooden base pieces was broken and they said they would come back with a replacement on Sunday, November 23rd at 10 am, they didn't show up, I called and they said they would call me later to let me now the exact time the were coming they never called. I called back around 4pm and was on hold for 25 minutes when they finally answered they again said they would call me back letting me know what time they were coming if they were coming at all. After seeing they kept giving me the run around I requested they come pick up what they had deliver which was just the mattress and headboard and they never came. Today at around noon they call to tell me they will deliver the base between 2PM and 4PM and I reminded them that I didn't want the bed anymore because of their dishonesty they said ok and gave me the number to warehouse to get the items picked up, when I call warehouse they say I'm breaking a contract and will have to pay a fee, I let her know I never sign the papers because the base was broken and she says to call the store, I call the store once more and they tell me to call the warehouse once more they continue to have me call both once more after that and then I get a call from [redacted] from warehouse saying they were about to deliver the base form 3PM to 4PM I tell him I need them to come pick up the items and he screams at me that if I don't want the bed I need to call the store. Not only are they unprofessional but they don't listen. I don't understand why they say I broke a contract when they were the ones the repeatedly lied about bringing the base. Does that mean they could have keep their lying cycle, deliver the base a week from now and I don't have a say over the matter. I wouldn't have requested the items be picked up if they had been honest from the beginning and let me kbow the items weren't going to be delivered until dayslater. I don't trust doing business with them anymore.Desired Settlement: All I want is for them to come pick up the mattress and headboard and leave it as that. It's absurd how they want to do things at whatever time they like but a customer can't do the same when the monthly bill comes, the customer should also be allow to make payment when and if they want to, if Conn's can why can't their customers do the same?

Business

Response:

Conn’s would like to apologize to [redacted] for the

experience she had with us.

Unfortunately, we have been unable to research [redacted]’s

complaint based on the information she has provided. To better assist her, we

will need her invoice number or the phone number that was used at the time of

purchase.

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

Customer Service Department at [redacted].

Kind regards,

Review: I ordered over $6000.00 worth of products from Conns in October a Sectional Sofa was included in the list, everything was delivered on or about October 10th, Since I work from 7-4 I had someone at my house to be there for delivery. The person called and asked why did I get such a low sitting couch which confused me because I remember being in the store before I purchased the couch sitting on the display model which didnt sit low at all,which also persuaded my decision to purchase it, so when I made it home I realized it set lower than expected so then I start looking up ways to make my couch higher. I kept saying to myself I do not remember this couch sitting so low in stores so I decided to pull the couch up on Conn's website and behold the couch on the website had legs on which the delivery people failed to put on or leave me with, I saw legs for the storage Ottoman that came with sofa which they failed to unpack and put the legs on it as well. Its funny how I was charged almost 300.00 for installation and delivery/set up but they failed to set up properly. Ive spent the last 3 weeks trying to get my legs delivered I had a House Warming Saturday and I cant tell you how many times I heard man this sofa sits low!!!! I spoke with the [redacted] at the Conn's store I ordered from on [redacted] and told him the issue he stated he would have to put a special order in for legs which was never done so I decided to call the warehouse myself and ask to speak with the manager the young lady said no manager was there at the time and I would have to call back the next day which I did, spoke with a manager names [redacted], who stated someone would be able to deliver my legs to me the next day, the next day I didnt hear from anyone so I called back [redacted] stated he was trying to get one of his guys to deliver the legs but I should expect a call later that day. Still no call no call so I called back he stated we currently dont have your legs in stock the earliest would be thursday. Thrusday came still no call so I called last week and spoke with another manager names [redacted] who advised he could get them Saturday and this call was Friday, Saturday came I didnt hear from anyone called and spoke with a Young lady who told me that they are waiting on their delivery drivers to come off route and someone will be out but [redacted] would call me if they couldnt get anyone to come out, still hadnt heard from anyone and it was later that evening when I called back and I Spoke with a young man name [redacted] and asked to speak with [redacted] asked for my information and asked what was the nature of the call I explained every thing to him and he asked if I could hold so he could get [redacted], after holding several minutes he came back on the line and said [redacted] told him to tell me they cant deliver the legs today since no drivers were available but they will deliver them to me tomorrow (Sunday) I asked why no one had called to tell me this he stated [redacted] asked another rep to give me a call but she went on her lunch break and didnt make the call. At this point I was just really frustrated so I said please deliver my legs tomorrow or a complaint will be made he said yes mam and that was that. Sunday came I didnt hear from anyone and I didnt call so now im writing this complaint. Is this what Customer Service has come to, here I am getting ready to make my first payment on something I cant enjoy and dont have. this is just unacceptable, especially after getting the run around for almost 3 weeks. This shows lack of communication and care for consumers. I spoke with Customer Service today and spoke with a Supervisor by the name of [redacted] and she stated she was going to put the account on a courtesy waive until the issue is resolve because she was having a hard time getting in contact with the warehouse as well. I really hope this issue can be resolved and no other customer has to deal with what I've been through over the last few weeks. Its really embarrassing for me to keep calling a company about something as simple as legs for a sofa. I really hope there is something tremendously done about Conns Customer Service and Im compensated for all this trouble they have taken me through.Desired Settlement: I would like my legs to my sofa and if not a full credit to my account some type of partial credit made towards my account. More training for that particular warehouse because the people in there are just incompetent.

Business

Response:

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

complaint. Our records show on 10/09/14; [redacted] purchased the [redacted] furniture set which consist of three pieces (sofa, chaise, and ottoman)

with a 1-year limited manufacturer’s warranty. [redacted] delivery was

scheduled and received in good order on 10/09/14.

We received [redacted] complaint and found she contacted our

Customer Helpdesk department stating she did not receive the legs on her sofa

upon delivery. After further review and research, we confirmed that the legs

were not installed on [redacted] sofa during delivery. We attempted to locate

the correct legs for [redacted] sofa

however; we were unsuccessful in our attempts to locate the legs locally

therefore, we placed a special order to receive the proper legs. Our records

show there was a delay receiving the legs from the manufacturer. Once we

received the legs, Conn’s delivery team was scheduled on 11/24/14 to install

the legs on her sofa.

We contacted [redacted] on 12/8/04 to discuss her concerns;

during the conversation we confirmed [redacted] legs have been properly

installed on her sofa. As a gesture of goodwill, Conn’s offered to refund [redacted] delivery fee and credit a partial payment to her account. As agreed

upon, we have processed a credit in the amount of $151.54 to [redacted]’

account and the partial payment of $151.54; please allow 7-10 business for

credits to reflect on the account. We sincerely apologize for any inconvenience

[redacted] experience as a result of Conn’s delivery.

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

Sincerely,

Review: I bought a TV and console years ago and the salesman who sold me the TV said ABSOLUTELY NOTHING about needing home insurance, which I already had because I'm a home owner. So I paid every amount of money to the penny for what I bought. Conn's secretly added a charge for insurance without my knowledge. So I get a call years later and am told I owe money which I cannot believe. So they told me where the extra charge came from and how to clear it up. Once I did what they asked, they did not clear it up. They told me to fax my home owners insurance document that stated I had insurance while I was paying for the TV. They tell me that because the insurance charge was taken off after the 6 month 0% interest, the insurance charge started to accrue interest. I don't know what genius they have working there that decided to credit the charge and not the interest. So now I am being hassled and tormented multiple times a day, every day while I'm working, over this blunder that's Conn's doing. I'm tired of this. I am very stressed out over this, stressed at work and going through a divorce. They should give me a multiple hundred dollar gift card toward a new purchase, or super special financing on another item for this misery they are putting me through. This is not right!!!!!Desired Settlement: I want my balance zeroed out and something extra for the inconvenience!! This is stressing me out so bad, I'm loosing sleep over this and I'm thinking about hiring an attorney and suing Conn's

Consumer

Response:

no comment, still unresolved

Business

Response:

Review: My husband [redacted] and I purchased an LG washer and dryer along with a samsung dishwasher on July 5. We requested the 3 appliances be delivered the following weekend. They were delivered and our old whirlpool dishwasher was removed and the new samsung put in place. The Samsung had a broken leg so they removed it and let with both dishwashers. We cooked dinner that Saturday night, washed dishes by hand. The next morning, Sunday Conn's delivery called and would deliver the #2 Samsung dishwasher between 2 and 5. The delivery showed up around 7:30 Sunday evening with no call for a delivery status. When the guys left I reached down and pulled a stitcher from the new dishwasher lower left hand side of the door. There was a dent in the door. My husband called the next day and reported the dent and we didn't hear anything for several days. Two guys in neon vests showed up a couple of weeks later to take pictures of the dishwasher dent. The next Saturday a Conn's serviceman showed up and I asked if he brought me a new dishwasher. He said no he was here to take pictures. I told him 2 guys had already taken pics. He told me know no that he was service and here to take pics. So he also took pics. Several weeks later [redacted] got a call from Conn's and the lady said we were to go back to Conn's and choose a new dishwasher. We went to the same store and spoke with a manager and explained all we wanted was our dishwasher replaced because of the dent or even replace the door. The following week they delivered Samsung #3. I used the #3 probably 6-8 times then I noticed it wasn't going thru the normal cycle and sanitizing cycle. The soap dispenser was not even opened. I've trained it on quick cycle, heavy cycle, and normal again with and without

Sanitizing cycle and still have sticky dirty dishes in #3 dishwasher.

Last night I called Samsung and they took all the serial and model numbers and would call me today to schedule a service appt which they did and offered a 9/4 appt and asked for serial and model numbers which I didn't have at work. I would need to call them with the info and I explained they should have the info that I had given last night. I immediately called Conn's service center from my office and requested they come pick up the dishwasher and refund my money. She transferred me to the help desk and I explained my entire story again, she transferred me to the service dept again. Now I have an appt for them to call tomorrow to call to schedule a service appt. she also told me if I want the #3 picked up and refund my money I needed to go to the store of my purchase and talk to the Manager. I called the store and asked for the manager who should be in at 11:00 (I made the call at 11:15) and asked the guy to please let the manager I would be there at 2:30 and I'm an unhappy customer. I left work today at 2:15 and went to the Conn's at 15th in Plano where we made our purchase on 7/5. The manager, [redacted] was conveniently on his way out but discussed my problem. He told me he could not take the #3 back and refund without service looking at it. I left very mad and frustrated after a 15 minute conversation. I feel I've been sold less than decent dishwashers and now I have a moldy mess under my cabinet due to poor customer service. I want the dishwasher out of my home and a full refund and never see the inside of a Conn's store in my lifetime.

Business

Response:

Thank

you for the opportunity to respond to Mrs. [redacted] complaint regarding a

purchase made under the name [redacted]. Our records show on 7/05/14,

Mr. [redacted] purchased a LG high efficiency washer and dryer with a 24-month

Repair Service Agreement on both items, a Samsung dishwasher with installation

and a 48-month Repair Service Agreement. Mr. [redacted] elected to have his

items delivered; Mr. [redacted] was scheduled for delivery and received all items on 7/12/14.

Mr.

[redacted] contacted service on 7/18/14 regarding his dishwasher; stating

the dishwasher was dented upon delivery. A service call was set-up for 7/26/14;

during the inspection the technician found the dishwasher was damaged and was

non-repairable. Mr. [redacted]’ dishwasher was submitted for an exchange; and

approved on

8/05/14; the

new dishwasher was delivered on 8/17/14 in good order.

Mr.

[redacted] contacted our service department again on 8/28/14 regarding his dishwasher; stating

the dishwasher was not completing the normal cycle. A service call was

scheduled; upon the inspection the technician found the water

valve on the house was not letting enough water into the dishwasher for it to

function properly, but no true issue was found with the dishwasher. Mr.

[redacted] signed off on the technician explanation. Mr. [redacted] contacted us on 9/05/14 regarding his dishwasher; stating

the dishwasher was making a loud grinding noise during the sanitizing

cycle. A service call was scheduled; during the inspection the technician

ran the dishwasher through a cycle with no noises were detected and no problem

was found. Mr. [redacted] signed off on the technician’s report.

At this time Mr. [redacted]’ dishwasher does not qualify

for an exchange, therefore we are unable to honor Mr. [redacted]’ request to

return/exchange his dishwasher.

If

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

Kind

regards,

Review: I Purchased An All-in-One Computer On 5/28/2013 From The PLano Store And Also Purchased The Three Year Warranty. On January 15, 2014, My Computer Would Not Go Past The Recovery Screen And The Screen Was Cracked. I Took It Into The Plano Store, Received A Receipt Stating The Computer Should Be Repaired In 7-10 Busines Days. My Contract StateS If The Merchandise Is Not Repaired In Thirty Days, I Would Get An Exchange. It Has Been 34 Days. I Have Called Several Times And Was Told The Part Is On Order. The Manager From The Plano Store Called Me Monday Feb. 17 And Said They Were Getting An Approval To Get Me A New Computer And It Takes 24-48 Hours. I Continue To Receive Phone Calls Several Times A Day Asking For A PaymentfoFor Something I Dont Or Havent Had For Over A Month. I Called Today And There Is No Recored Of Any Plans To Exchange My Computer.Desired Settlement: I Would Like A New Computer / Not A Repaired one. I Do Not Wish To Deal With This Company Ever Again. I AmNot Paying For The Months I Have Been without My Computer. I Would Like A Refund For What I've Paid In Order To Purchase A Computer From Another Company. And I Don't Want This Reported Negatively On My Credit.

Business

Response:

Thank

you for the opportunity to respond to Ms. [redacted]’s complaint. Our records show on 5/28/13, Ms. [redacted]

purchased a HP touchsmart computer and 37-month Repair Service Agreement with

Accidental Coverage. Ms. [redacted] contacted us on 1/15/14 and stated, she

could not go past the recovery screen and the unit was cracked on the right

side of the screen. After reviewing Ms.

[redacted]’* complaint I found there was a delay assessing her repair needs. Once the technician inspection her computer

he found the screen needed to be replaced.

The part was ordered however, we later found it was on back order

through the manufacture. We sincerely apologize

for the delayed repair/replacement of Ms. [redacted]’s computer. Ms. [redacted] was contacted on 2/24/14 with the

authorization to replace her computer.

If

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

Sincerely,

Customer Relations Officer

Review: The guy who came to do my washer repair told me he was going to order the part and it would be in in a week. He apparently (according to Conn's) never put the part number on the order therefore it didn't get ordered. No one noticed this and 2 weeks later I had to call and find out that they never ordered it. After many calls they have finally placed the order. It will now be one more week before my washer is fixed. This was their error and yet they don't feel the need to do anything to rectify the situation.Desired Settlement: I would like a new washer delivered immediately. I have been without a washer for almost 3 weeks and due to THEIR error they are saying I have to wait another week. My washer should have been fixed 1 week ago , if their technician had ordered the part. This is also the third time this washer has had to be repaired and is only about 1 year old.

Business

Response:

Review: I sent back the service cancellation forms to Conn's around 7/12/201......and according to their email "quotes"....

"Your cancellation request has been received. It is in process. Please allow 14-21 business days for this to be processed.

Thanks,

Warranty Receivables

But I never receive no proof that they cancelled the service agreements yet, over 3 months now.Desired Settlement: Change my "retail installment contract" for 32 months in the amount of $142.00 a month to the amount less the 3 service contract and less the property insurance charges.

Business

Response:

Thank you for

the opportunity to respond to [redacted] concerns regarding account

#4[redacted] stated he has

requested to cancel the insurance and the warranties on the accounts.

According to our

records, [redacted] signed a 32-month retail installment contract on June 18,

2014. That contract also included the

Repair Service Agreements on his merchandise as well as property insurance. We have attached a copy of [redacted]’s

payment history to validate that the service agreements and the insurance have

been canceled and credited to his account.

The invoice

credits applied will not reduce the minimum monthly payment due on the account.

The next payment of $142.34 will be due on October 18, 2014.

We value [redacted] as a customer and appreciate the opportunity to assist him with this

matter.

Thank you,

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: In [redacted] I was going through a bit of a financial hard time, Conns offered to put me into their customer assistance program which would enable me to pay a reduced payment and then get a some time before having to make another. I agreed to enter the program, and asked specifically would my credit be affected by this. The Conns representative assured me I WOULD NOT be reported 30 days late because I went into this program of theirs. Today, I got a copy of my credit report, and they reported me 30 days late during the time I was supposed to be in their program. Conns has proven themselves to be deceitful on multiple levels since I agreed to purchase my television from them.Desired Settlement: I want them to amend the credit report and not mark me 30 days late as they promised.

Business

Response:

Review: I called conns warrent and service dept to get my refrigerator fixed. it is leaking water from underneath the ice and water dispenser. the service guy came out, took a picture of the area and told me and my wife that he would have to get his manager to order the part. never heard back from him after a week, so I called conns to find out when hes comming back out to fix my frig. they told me that he closed the ticket and said my frig was damaged. my refrigerator is not damaged on my part. the part thats damaged is from the water leaking on the bad water/ice part. not from me.Desired Settlement: I either want my refrigerator fixed or all of my money back as this is very unacceptable service from conns.

Business

Response:

CASE ID: [redacted]

Thank you for the opportunity to respond to [redacted] complaint. Our records reflect that [redacted] purchased a refrigerator on

12/**/12 with a 24 month repair service agreement. [redacted] contacted us for

service on this item stating the ice/water dispenser was leaking. Upon inspection

the technician found that the dispenser was not leaking, but the water cup was

being filled during customer usage and not being cleaned or maintained. The

pictures provided by the technician indicates that water was left in the water cup

causing residue, corrosion and rust which are not covered by the Repair Service

Agreement (See Repair Service Agreement Section #4 a, b, & g). This is

commonly found when a container used to catch water or ice is removed from the

dispenser before the ice or water dispensing cycle is completed. The technician's inspection pictures

are available upon request. No exchange or refund is approved at this time.

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

directly at [redacted]

Kind regards,

Conn’s Customer Relations

Review: My washer has been broken for 6 weeks now and it is under warranty. The service tech has been to my house only once, and my washer is still broken after he left. We have called the service center multiple times and have asked to speak to a manager a few times and still haven't talked to a manager. We are tired of getting the run around and having to go to the laundromat every weekend spending money when I have a washer at home that is taking extremely long to get fixed. When my payment was due, it was paid and is now paid off. We have spent over $20,000 at this store over the last 10 - 15 years to get this kind of treatment! Desired Settlement: I want my washer fixed, the pedestals that go with my washer and dryer and an extension to my warranty!

Business

Response:

Review: I [redacted] Purchased the Largest LG Washer And Dryer Front Loaders on August**,2013. I asked before purchasing this unit with the pedestals for both LG washer and dryer Set. Would this LG Front Washer and Dryer be any Problem on the upstairs in my laundry room. Being That's where my previous Top loader Washer and Dryer in located.(I asked this because I never had a front loader Washer and Dryer Set Including the pedestals. Since then I have complained to my sale person [redacted], about the violence shaking of my whole upstairs. He referred me to Conn's Service Department whom came out twice. The first one stated there is nothing wrong with LG Washer but the LG dryer have a lent problem. Which he did not fix anything at all. Conn's second Serviceman came out [redacted] Who first enlighten me That the Violence Shaking of the LG Washer will continue. He also stated LG Installing Manuel Fully states this should be put on wood surface but solid foundation. LG service person came over in February shortly after Conn's service call. He also said the same thing as this unit is NOT to installed on upstairs floor. The shaking and vibration which can also be felt downstairs as well. Conn's is Refusing to address Or even acknowledge the real issue here that I am experiencing Which what Conn's second service person, as well as LG technician said only a top loader would work well upstairs. Which I had been inquiring or asking to do so, At this POINT I just would like all my money paid into this purchase with the return of these products I purchased at the point sells. I have tried to communicate and work with Conn's at No Avail. Note also I was finally made aware what the real problem which was this unit is too larger etc for upstairs, also be it known Conn's delivered and installed this purchase LG washer and Dryer set alone with the pedestals to sit on as demo rated in the store. I also complaints numbers of times to the customer service or HELP DESK. Also the corporate No Help!!Desired Settlement: I would like to receive the money I paid already into this purchase of $1070.10 which is six months of payments from September **,2013 through February 2014.And whatever over that amount of money!Note this was a gift for my mother [redacted]. MY COMPLIANT IS FOR SALEPERSON SERVICE, DELIVERY INSTALLMENT NOT ACCORD TO LG MANUEL, HEADQUARTS FOR EVASING THE PROBLEM ALL TOGETHER WHICH IS THE VOLIENT SHAKE OF MY WHOLE UPSTAIR FLOOR. sincerely[redacted]

Consumer

Response:

From: [redacted] Sent: Wednesday, March [redacted] 2014 12:59 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

MARCH **,2014

#[redacted] RE: CORRECTED AMOUNT OF REFUND DUE.

CORRECTED REFUND AMOUNT DUE IS $891.75. (FROM SEPTEMBER [redacted]2013 - JANUARY 2014 LAST PAYMENT PAID. WITH ON GOING COMPLIANT TO HELP DESK, WITHOUT ADDRESSING VOLIENCE SHAKING OF THE LG WASHER, WHICH ALSO SHAKES THE LG DRYER.

Business

Response:

CASE ID: [redacted]

On March **,

2014, you provided the following information:

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

Our records reflect that [redacted] purchased a washer via invoice # [redacted] on 8/**/13 with extended warranty. On 10/*/13 [redacted] contacted our

service department to report that the product was shaking. It was determined

that the unit met manufacturer’s specification and no defects were found. The

unit should be placed on a solid and leveled floor surface and can be used on

an upper level floor if the solid floor surface is in place between the lower

and upper levels. At the time of service the product had already exceeded the

Return and Exchange Policy. However, if the customer wishes to return the units

we will accept it with the 15% restocking fee which is to be paid in advance

along with delivery fee if pickup is required. [redacted] may contact his

purchasing store to initiate the return.

Kind regards,

Conn’s Customer Relations

Review: I bought and paid for a ac/heater unit with extended warranty. Recently it started leaking down my inside wall so I called to set up a service call. No one would come service the unit ao they told me they would just replace it. I did everything they have told me I took the old unit to the store where tge exchange was suppose to take place to find they didnt gave the unit that would replace it and would have to order it and I have to pick it up. I left my unit at the store and went back when the new unit. was suppose to be there and was told it didnt come and that they couldnt tell me anything so I started emailing and calling the help desk and the [redacted] store. I was then told that they would send ine straight from the warehouse in [redacted] and deliver it for all the trouble. They sent me a regular ac which I sent back because thats not what I bought or was owed. They companies customer service representives will not transfer me to their management they only want to tranafer me to the [redacted] store manager. My calls are not being logged or noted in the system and I am going on two months of dealing with this issue. The customer service seems like one big cover up story...Desired Settlement: I would like a replacement unit like I was promised or a refund so I can go buy a new one somewhere else in a timely manner since I have been waiting almost 2 months already. I would also like an apology for all the insane outright diversonary tactics that this company has began to get a reputation for. Maybe the Revdex.com should take a look at their headquarters web page and look at the complaints against the company in the last few months.

Business

Response:

Thank

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

show on [redacted],

[redacted] purchased a [redacted] air conditioner with a 48-month

Repair Service Agreement totaling $[redacted]. After reviewing [redacted]’s

complaint we found an exchange was approved to replace her air conditioner;

[redacted] was given a credit of $[redacted] to select a new air conditioner.

However, after further researched we show a replacement model was not available

and a refund was processed for [redacted] in the amount of $[redacted]. Our

records show [redacted]’s refund check was mailed out on [redacted].

We ask [redacted] allow 7-14 business days to receive refund.

If

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

Kind

regards,

Review: I purchased a refrigerator from this store location. Was approved for 6 month same as cash terms (no interest). The price quoted was good for 6 months, which was [redacted]. I went to pay the bill off on [redacted] and they told me that I had interest to incur during the time of the 6 months because I skipped monthly payments. There was never an agreement to pay monthly payments, I only paid monthly payments during the 6 month so that I would have a lower amount to pay off at the 6 month period. I was penalized and charged interest during the 6 months.

Additionally, the [redacted] added an extra protection for the product on my account even that I stated I did not want the coverage.Desired Settlement: I am wanting to write a check for the 6-months same as cash as I agreed to. The interest they are charging is outrageous and should be against the law! They are trying to charge me interest from 6 months ago. Additionally, I have asked them numerous times to remove the protection from the product that I did not authorize.

Business

Response:

Thank you for the opportunity to respond to [redacted]

concerns regarding account [redacted]

stated she would like her six-month no-interest financing promotion

reinstated.

According to our records, [redacted] signed a 30-month

retail installment contract on [redacted] 2014. This contract included a 6-month no-interest

financing promotion which expired on [redacted] 2014. [redacted]

submitted two payments totaling $300.00 which did not pay the invoice balance in

full before the 6-month cash-option expired.

[redacted] also stated she did not want the repair service agreement on the

product she purchased.

She was informed on [redacted] 2014 that

she would need to fax in a service agreement cancellation request. We have not

yet received that request.

Once the service agreement cancellation request has

been received, [redacted] will receive a pro-rated credit for the repair service

agreement. [redacted] can fax that request to ###-###-####.

As of [redacted] 2014 the payoff balance on this account is

$1486.54.

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

We value [redacted] as a customer and appreciate her

bringing this matter to our attention. Thank you,[redacted]

Review: I purchased a sofa set in December 13, 2013. I filled a repair claim on 7/8/14 to have love seat, ottoman, sofa, and chair repaired because the threat was becoming unraveled. [redacted], repairman went to my house on 8/2014 and inspected the furniture and put in a claim to order parts to fix ottoman only. Mr. [redacted] explained to me that the threats on the other furniture were becoming unravel because the material was no good and it would be better to replace those particular pieces of furniture (love seat, sofa, and chair). Parts for ottoman were delivered on 8/18/2014. [redacted] went back to my home to repair the ottoman but he noticed that some parts were missing. I spoke to customer service and apparently parts were going to be ordered again. I received parts gain on 9/26/14. I placed another service call to notify Conn's that the parts had arrived. Appointment for repair was made for 11/1/14. On said date [redacted] notified me once more that the part he needs to repair ottoman was not the correct part. I called Conn's service department to let them know that this claim was made since 7/14 and nothing has been resolved. The other remaining of the furniture is not being worked on either.Desired Settlement: I would like to have my furniture replaced because as time passes by and no repairs have been made, I have noticed that the damage is increasing on the furniture.

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted] complaint. Our records show on 12/13/12, Mrs. [redacted] purchased

a Melody furniture set which consisted of (4) pieces; sofa, loveseat, chair,

and ottoman with a 48-month Furnituregard Plan on all four pieces. Mrs.

[redacted] elected to have her furniture delivered; we show Mrs. [redacted] signed

acknowledging all furniture pieces were delivered on 12/15/13 in good order.

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

service department on two separate occasions regarding all four furniture

pieces; Mrs. [redacted] contacted us on7/08/14 stating water had

spilled on her furniture and on 10/22/14 stating the

furniture thread was unraveling. After reviewing Mrs. [redacted]’s service

history Conn’s agreed to exchange her furniture; on 11/07/14Mrs. [redacted]’s

exchange was approved. Mrs. [redacted] was given a total credit up to the

original amount she paid of $ 1,999.96 to re-select a new furniture set.

We attempted to contact Mrs. [redacted] on 11/18/14 regarding her

approval, but we were unsuccessful in our attempt. Mrs. [redacted] may visit

her nearest Conn’s location to initiate her exchange and scheduled delivery.

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

Customer Service Department at [redacted]

Kind regards,

Review: I purchased a TV from Conn's on a 6 month interest free finance plan on 06/29/2013. I payed 200.00 down at purchase financing a balance of 631.58. On July 4,2013 I payed 300.00. on July 30,2013 I asked for payout balance and was told 331.58 and I then payed them the 331.58 that day. Almost 10 months later on May 14,2014 received a call saying I owed 4.72. Then received 2 more calls for the 4.72 on that same day. When I asked what the balance was for the call center told me that this was for property tax. When I pulled out my paperwork I did see where they charged me for the property tax but this was never explained to me at the time of purchase. Although I was unaware of it, it was included in my payoff of the financed amount so there still should not be any balance due. On 5/15/2014 I went to the store to pay the 4.72 even though I was sure that I did not owe it because the call center was threatening me that they were going to report it as a collection against my credit. So I went in to pay it and asked them to close the account and they said that they could not close it because it was now showing a balance of 130.74 before the payment of 4.72. Now they are telling me that they sent it to someone to review it to see if the charges would be removed. According to my calculations, the amount that they are saying that I owe adds up to be the same amount as the interest charges that would have been due had I taken longer than the six months to pay plus the amount of the property insurance.

Product_Or_Service: Samsung televisionDesired Settlement: DesiredSettlementID: Other (requires explanation)

I would like them to remove the bogus charges, zero my account and close it.

Business

Response:

Thank

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

#[redacted]. Mr. [redacted] stated he paid his account off on

July 30, 2013

and we have contacted him to collect a payment on the account.

According

to our records Mr. [redacted] signed a 12-month retail installment contract on

June 29,

2013. That contract included a

6-month no-interest promotion. The

invoice total was $666.69, which included $631.58 for the product and $35.11 for

property insurance. Mr. [redacted] made one

payment of $300.00 on July 4, 2013 and another payment of $331.58 on July 30, 2013. This paid the invoice total of $631.58

without the insurance.

The account has

been closed as of May

19, 2014; however, Mr. [redacted] will receive full credit for $4.72 which

was the amount he paid over

the invoice amount of $631.58. Please allow 7-10 business days to process the

credit.

We

value Mr. [redacted] as a customer and sincerely apologize for any inconvenience he

has experienced due to this matter.

Review: Complaint of service. We made a purchase that required a legally binding contract. The item that we bought was a sectional sofa. We decided to treat ourselves and buy what we thought was quality, which did not turn out that way. The couch was built poorly. We've had numerous people come out to check the couch. Until they finally had to replace it. We had been dealing with this issue 6 out of the 8 months we had the couch, which the replacement is still having the same issue. It sinks when you sit down. Called CSR. they created a ticket..told us to wait...48-72 hrs. No call. When I called they cancelled the ticket, stating no repair needed. NO ONE contacted us, to come to some type of resolution for a couch that clearly is an issue for them.Desired Settlement: I want them to show us the same respect we have shown them by making out payments every month. I want either a refund or credit.

Business

Response:

Thank you for the opportunity to respond Mr. [redacted] complaint. Our records show on 9/20/13, Mr. [redacted] purchased

a Jackson Axis sectional set which consist of three pieces (left sofa, left

corner sofa and sectional daybed) with a 1-year limited manufacturer’s

warranty. After further review of Mr. [redacted] service needs, on 4/21/14 Conn’s

agreed to exchange all three furniture pieces. Our records show on 5/24/14, Mr.

[redacted] received all furniture pieces in good order. On 7/8/14, Mr. [redacted]

contacted us stating the foam on the sectional daybed lost resiliency to the

cushion. A service call was scheduled for 7/26/14; upon inspection the

technician did not find any issue with the daybed however, he found the left

sofas large cushion core is deformed and frame is starting to come apart. Our

records show parts were ordered and shipped to Mr. [redacted]’s residence; once

parts were received Mr. [redacted] was scheduled to complete repairs on 8/23/14. On

8/23/14, the technician installed parts and screwed frame back together. At

this time we are unable to honor Mr. [redacted]’s request to receive a refund or

credit due to the furniture has been repaired and meets manufacturer’s

specification.

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

Service at [redacted]

Sincerely,

Customer Relations Officer

Review: We purchased our furniture through Conn's , We had just purchased our new home and wanted to get it furnished Conn;s seemed great and we chose to go through them. We purchased a sectional living room set , we p[urchased a 60" [redacted] TV with surround system, and we also purchased a formal dinning table that seats 8 people the end of [redacted]. We purchased everything the same day but got everything delivered at different times, the store manager had to waive our delivery charges because they kepy giving us the run around dates for our furniture. Ever since the first delivery was done we have had bad experience, the sectional was delivered first and we were told they would contact us to deliver the items no one called, they delivered the furniture and my [redacted] was there. She was told to sign for it without telling to inspect it before signing. I called the store and complained about that. 3 days later we got our 60" TV, we were told they would instal it and make sure it worked and everthing was good to go. Once again they just dropped it off and left. The dinning table was not delivered until [redacted] because they said that they were missing the table legs, so finally after almost 2 months we finally got all our house furnished. We noticed that the dinning chairs were not leveled, we were told to give it time, that they were new. The begining of [redacted] we noticed that the reclyner was not leveled once you put it back to its normal place. Both side are lopsided and it does not look nice. We called the service Center and we opened up a ticket in [redacted] for the damaged reclyners and the dinning chairs not being leveled. A technician that Conn's sent over came to our house walked in looked at the sofas looked at the chiars said " yep this needs repairs we will contact you in a week and we'll be back" thats the last we heard from him. This pewrson was in my house no more than 3 minutes and walked out, seemed he was in a hurry.

My [redacted] called Conn's service center 2 weeks after having the tech in our house and we were told by Conn's that the work ticket was closed and that the furniture was fixed. We told them No we need this taken care of, We paid for the extended warranty service and want our furniture fixed or replaced if they cannot fix it. We were told we needed to open another work ticket. We have opened if we are not mistaken more that 5 tickets to get our furniture fixed and we dont even get a call when were are having someone coming over to look at the furniture. on 23 of [redacted] we were told that a technician was to come by that friday from 12-4. My [redacted] is off that day and he stayed home ALL day waiting for this person to come by and NOTHING!! no one came, I called the next day and spoke to [redacted] he said that the tech was at my house arounf 5:30-6:00 pm and we said why we were told he would be from12-4 not from 4-6pm. We have been getting the run arounds trying to get our furniture fixed, we paid for the service and just to get run arounds is not great customer service. We have met our side of the deal, we make our payments when they are due, why cant we get the same response from Conn's to get pour furniture fixed in a timely manner. The only way we are going to get the attention of someone at Conn's or for someone to contact us is by not making a payment, as soon as you miss a payment they will harass you until the payment is done.

We were also were to have someone come by on [redacted] day [redacted] between 4-6pm . My [redacted] and I did not make plans to go out just so we didn't miss this opportunity for some one to come by, but no one did and we sat at home waiting. Today a lady called me and told me to make the payment, and I was upset and furious regarding this situation that we have been through with this company. No concern with the customer satisfaction nothing, the only thing they want is their money thats it. I told her that I was extereamly disappointed and not happy with their product and I was mad and said I will packed the furniture up and take it to your store. I am done playing your company games. And instead of of saying something or apologetic, she said we can have one of our trucks come by and get the furniture form your house. It will be a voluntary repossession and you will be liable for the remaining balance to the furniture. Really not even willing to help with the situation just wants to come by and take the furniture, nor care to see if we could work anything out to replace the furniture or just to keep my business and keep a customer happy!! Very disatisfied with the customer service.Desired Settlement: We were wiling to try to get the furniture fixed if not repalced, but with there customer service and the poor handling of my situation, they just want to come get their furniture. Thats fine!! come get there items. I dont want this to reflect my credit because I have met my side of the deal Conn;s has NOT. Very disatisfied customer that will never shop at this store AGAIN!!!!

Business

Response:

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

complaint. Our records show [redacted] made three separate purchases

on [redacted]. On invoice [redacted]

purchased a ** 60” TV with a (25-Repair Service Agreement w/Accidental Damage)

and a free ** soundbar with her qualifying purchase; delivery was completed on [redacted]. On invoice [redacted] purchased a [redacted]

dinette set which consisted of ten pieces (table top, table leg, (6) side

chairs, and (2) arm chairs) with a limited 1-year manufacturer warranty on all

ten pieces and a free [redacted] 32” TV with her qualifying purchase; due to the [redacted]

dinette set being on back order [redacted]’s delivery was completed on [redacted]. On invoice [redacted] purchased a Franklin

Dakota which consisted of three pieces (sofa, loveseat, and wedge) with a

48-month Furnituregard Plan on all three pieces, a [redacted] cable smart TV

bundle, and a free [redacted] 32” TV with her qualifying purchase; [redacted]’s

delivery for those items was completed on [redacted].

We researched [redacted]’s complaint and found she contacted

our service department on three separate occasions regarding her sofa and

loveseat dated from [redacted] to[redacted]; however one out of the

three service calls were cancelled due to [redacted] not being available and

one service call regarding one of her side chairs on [redacted]’s last service call was placed on [redacted] she contacted us; stating her sofa and loveseat were not

closing completely and a piece of the units were hanging down, and one of the

side chairs leg was wobble and loose. A service call was scheduled for [redacted], however [redacted] was not available and her service

appointment was rescheduled for [redacted] again [redacted].

[redacted] was not available; therefore service could not be completed. We

attempted to contact [redacted] on multiple occasions dated from [redacted], and [redacted] to schedule an

appointment for service, but we were unsuccessful in our attempts. As of [redacted] has a service appointment scheduled for [redacted].

At this time [redacted]’s furniture does not meet the

qualifications for an exchange under the Terms and Conditions of the

manufacturer warranty or the Terms and Conditions of the Furnituregard.

Therefore, we are unable to honor her request to return/exchange her sofa,

loveseat, and chair.

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

Customer Service Department 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.

I have made myself available on all ocasions to have a service technician to come to my house and fix mu items!! Either we get the wrong information to when they were to come by we get told a certain hour, we wait and no one comes by. No phone calls to update us if they will be late or lost anything, we get nothing we wait and wait until the hours are UP THAN WE LEAVE. There has been more the three ocasions to where I have called the service department and they do nothing to resolve the furniture. Yes we have a set time schedulked for [redacted], but like I told the lady scheduling the appointment that we need [redacted] any time or any day after 4pm. No one is at home before 4:00pm. Her response was we dont know until that day but if your not available just reschedule. I work my [redacted] works and my kids are in school. Than when we schedule it on [redacted] the techs NEVER SHOW UP!!!. This has been an on going situation whith this company they dont care about the satisfaction of their clients. And they are not willing to work with you, Its their way or no other way. How would they know if my furniture does not meet the requirements to be exchanged or returned if they have not sent anyone to fix my furniture. The reclyners do not close all the way and they look droopy, very discusting for the amount that we paiud for them. Mow if was more than a year ago I understand it would be the normal wear and tear of things being used! But we just got them in [redacted] so by [redacted] they shouldnt look this bad... the chairs where they are 5 of them are not even they rock they are not stable, I dont know why they say its only one chair when there is 5 chairs that are whobbly. In [redacted] we reached out to Conn's to get this fixed we are in [redacted] and no resolution. Either fix/exchange the items or take them back...

Business

Response:

Thank

you for the opportunity to respond to [redacted]’s additional comments. Our

records show [redacted] contacted our service department on three separate

occasions for service on sofa and loveseat and once regarding her side chairs

however; one service appointment for the sofa and loveseat was cancelled due to

[redacted] was not home during the service appointment.

We

apologize for the miscommunication regarding the number of chairs [redacted]

called for service; we show four chairs were reported to service stating the

legs were wobbly and loose. [redacted] is currently scheduled to have a

technician assess her sofa, loveseat and four chairs on [redacted] as requested.

Once the serviceman inspects all merchandise, we can determine if parts are

needed to complete repairs if covered under the Terms and Conditions or if an

exchange is required. However; at this time [redacted]’s sofa, loveseat and

chairs does not meet the qualifications for an exchange, we will continue with

any necessary repairs.

If we may be of further assistance, [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. This is in regards to my case # [redacted]Conns again has screwed up my service scheduled for today [redacted], Once again I was left waiting for someone to call and come fix my messed up furniture!!!! The lady at the service department that called me last week told me they would have someone come out and fix my furniture on [redacted] and that the technicians would call me to set a time. We have waited all day for this tech to come to my house its 3:35 pm my time and NO ONE has called so I called Conns service department and spoke to [redacted]. He said he sees that on his side and he would call to see what the holdup is, he came back on the phone and said he spoke to [redacted] at the Headquarters and that they messed up the service is not until [redacted]. That they don’t know why they keep messing up with my service dates….. Really AGAIN waiting at home for no one to show up!!! Please just have Conns come by and pick up their furniture I am done with this incompetent furniture store… I have been sitting at home waiting for the service tech to come by because I was told Monday [redacted] 9th and this the wrong date AGAIN… Waste of day just waiting for nothing…Please I am done being nice I want nothing to do with this store and their piece of crap furniture they sell…..

Regards,

Business

Response:

Our records show [redacted] service

appointment was rescheduled from [redacted] to [redacted] due to unforeseen circumstances. Upon inspection on [redacted] and the serviceman

report indicates the outside back material was caught in the mechanism causing

a tear. Therefore, a part request was submitted to the manufacture for a new

mechanism and outside back cover.

We attempted to contact [redacted] to discuss

her concerns. However, we were unable to

reach her at that time. As a goodwill

gesture Conn’s has agreed to exchange the sofa that is currently available. [redacted] will need to contact her

nearest Conn’s location to schedule delivery.

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.

I am not satisfied with the resolution, when we requested for a tech to come to my house to look at the furniture, we requested for them to come when an adult was present. There was no adult present there was only teenage girls in the home at the time. They did not know the extend of the severity and the comcren we had regarding the furniture. Second why would I want the same furniture to be just swaped out I want something different, I DO NOT want to go through this situation AGAIN!! Exchange it for something elsethat WORKS!!! I do not want the same sofa or love seat it will do the same thing it did before. Exchange it for something different or take it back. The dinning table and chairs have not been brought up at all and there are issues with this product as well. I will take picture or video and will attached it this email once I have them so you could see the crap we got and what they want us to work with...The last severeal respoinses from the company said there was no issue eith the furniture and that it did not meet for an exchange, but finally someone came by and said there is an issue and now they want to exchange the furniture.. I kept saying there was something wrong with the furniture. You see that there is something wrong....I don't accept the companies offer and dont want to replace the furniture I want something different...Thank you,[redacted]

Business

Response:

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

[redacted]’s additional comments. [redacted] was contacted and made aware that

her service appointment was re-scheduled for [redacted] between 1:30–3:30 pm. It

is [redacted]’s responsibility to have an adult present at the time of the

schedule service appointment. During the service appointment, the serviceman

notated that all chairs that was reported damaged were repaired and the sofa

was up to manufacturer’s specification; however the loveseat needed to be

exchanged.

Since [redacted]’s last dispute received on

[redacted]; we submitted her concerns to upper management for further review. As a

gesture of goodwill, Conn’s has agreed to the following terms:

Review: Bought a GE window unit on 7-26-2014 and the extended warranty that I was told if something happen to unit for 3 years they would replace it WELL good luck with that. Well it went out 8-2-2014 6 days after installed. Called conn's they said bring in ok took out unit Boxed up unit still had every thing and took back to conn's at Gateway where I got bought from talk to manager HE SAID O SERVIVE OFFICE CLOSED TODAY CAN"T REPLACE TILL SERVICE LOOKS AT. THAT WAS NOT WHAT I WAS TOLD WHEN I BOUGHT WARRANTY REPLACE, MEANS REPLACE. I'm 60 plus years old have Heart problems 3 strokes retired disabled I need A/C but did they try to replace NO said they would place on service List and have someone come out and look at unit DA I said it's in my truck now I need unit today IT"S HOT IF I get hot could have another stroke SORRY is all I got. Will never every every buy anything from conn's again. Dead A/C unit no money back or new unit Not a good way to do business.Desired Settlement: I would like my money back and a unit installed for unfair business practice like other business do, But that will never happen because this day no one does business the right way anymore. I know so many people cheat today company's that a honest person don't have a prayer. I think they need to do the right thing...............

Business

Response:

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

complaint. Our records show on 7/26/14, Mr. [redacted] purchased GE air conditioner

with a 36-month Repair Service Agreement Plan. The warranty purchased is not a

replacement plan however; it covers all necessary repairs and parts for the

covered product. On 8/4/14, Mr. [redacted] contacted us stating the air conditioner

would not power on and the unit was sent to service. On 8/6/14; the technician

inspected Mr. [redacted]’ unit but no problems were found, unit functioned as it

should in repair shop. The technician noted it may be a problem with Mr. [redacted]’

home electrical outlets and unit was returned to store for pickup. At this time

we are unable to honor Mr. [redacted]’ request for an exchange due to no problem

were found with the air conditioner. We suggest Mr. [redacted] check the electrical

outlets in his home to ensure they are functioning properly. Once an electrician

has inspected the outlets, if the problem still occurs, he may contact our

service department at 1-855-266-6349 to schedule an in home repair.

If we may

be of further assistance, Mr. [redacted] may

contact Customer Service at [redacted]

Kind regards,

Customer Relations

Review: Well I had to drop my toshiba lap top I purchased 02/14/14. On April 5th I had to take computer back to store for repair because of a issue with screen displaying pink pixelated on entire screen. They finally had computer available for pick up 4/24/14. I went to pick up lap top after work and excited because I was finally getting my computer back. I checked computer for condition of it before leaving at parking lot in front.I noticed pry marks like someone took a tool and pry key board out in process of repairs the keyboard was damaged from them removing and putting back together. The key board had dentz and it was half popped out and half in and dented. They didnt put a screw back in the back and there was deep scratches around keyboard and scratch on outside of lid. I gave them computer in new condition I expected to get it back but repaired in same condition the screeb also had a pixel dot in screen that wasnt there. I brought store manager over on staply dr in mesa az and he saw condition that night he took name and phone and said he would do somthing. I called customer care and explained how computer was sent and requested computer replaced. They refused and said I had to take computer to store and they had to evaluate whether damaged they caused was repairable I advised them that they damaged my computer and wanted computer replaced. They kep insisting it was there protocol to take computer to decide. I get run around when calling customer care to inquire and no one knows anything like this guy [redacted] who swears he put a request for exchange.I call later that day after he called back from prior day to advise me he sent paper work and I should hear back in 2 buissness days. I called satuday 4/26/14 and no one can see notes in computer or any information about [redacted] or what he did. I have this voicemail from [redacted] and its from conns customer care advising of exhange request. My point is they lie to u over phone. They pride on makin cust happy but they really take u in circles. I cam sayDesired Settlement: A replacement computer another new one, I dunno why its so hard for them to make good when they messed up becuasw no one would accep computer in condition they treated my compter. I want a replacement asap not a repair. Toshiba even says warranty doesnt cover poor repairs and negl.

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 5/10/2014 4:15:53 PM and assigned ID [redacted]

Regards,