B And B Movers

Review: On 10/07/2014 I brought a dish washer from conns and the sale person add an install fee to my bill. I told him that his delivery people would not install due to it be hard wired in. when it was delivered they told me they can not install the dish washer because it had to be hard wired in. I was told I would be refunded the install charge. as of 4/8/15 I still have not been refunded the installment fee. I have called and email conns and been told the refund is being processed. it don't take 6 months to send a refund. and I paid the account off.

Product_Or_Service: dishwasher

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

refund the installment fee.

Business

Response:

Thank you for the opportunity to respond to [redacted] complaint. We confirmed [redacted] dishwasher was not installed at the

time of delivery and installation charge was completed in error. On 4/04/15; we

submitted a check request to issue a refund to [redacted] of $119.99 for the

installation fee. Our records show there has been a delay processing the

request however; our Accounting Department received [redacted] information on

4/13/15. We ask [redacted] to please allow 7-14 business days to receive the

refund check in the mail.

We sincerely apologize for apologize for any

inconvenience [redacted] experienced as a result of the delay

.

If

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

Kind

regards,

Review: PURCHASED A NEW STOVE END OF [redacted] - MADE A SERVICE CALL TO CONNS IN DENTON TEXAS ON [redacted] THE REPAIR MAN WAS LATE BY A FEW HOURS SAID HE NEEDED TO ORDER A PART AND HE NEVER DID THAT. WE FOUND THAT OUT AFTER WAITING 2 WEEKS TO HEAR SOMETHING ABOUT IT. AFTER REPEATEDLY CALLING CUSTOMER SERVICE A TOTAL OF ABOUT 40 TIMES AND BEING PUT ON HOLD AND EACH CALL LASTING A MINIMUM OF 20 MINUTES EACH TIME, BEING TRANSFERED SEVERAL TIMES, DISCONNECTED SOMETIMES AND HAVING TO START ALL OVER. SOME CALLS LASTED 45 MINUTES WAITING FOR ANSWERS. AFTER BEING TRANSFERED TO THE RESOLUTION DEPARTMENT AND WAITING FOR [redacted] TO RETURN MY CALL WHICH HE DID NOT, I CALLED AND WAS TOLD THEY WOULD EXCHANGE THE STOVE BUT CHARGE ME A DELIVERY FEE OF $79 FOR A PRODUCT THAT THEY SELL AND CANNOT SERVICE SO THIS IS THEIR ISSUE AND IT WILL COST ME AN ADDITIONAL $79, NO THANK YOU. DO THE RIGHT THING AND DO THE EXCHANGE AND DONT CHARGE ME TO DO IT. THE WAY I SEE IT MY TIME IS VALUABLE AND I WASTED QUITE A LOT OF IT TRYING TO GET ANY ANSWERS ABOUT THIS PRODUCT THAT THEY SELL BUT CANT GET PARTS FOR. APPARANTLY CONNS DOES NOT LIKE TO FOLLOW THROUGH OR RETURN CALLS.Desired Settlement: JUST WANT THE CUSTOMER SERVICE ISSUE MADE AVAILABLE TO OTHERS SO THEY KNOW ONCE CONNS GETS YOUR MONEY FOR THE PURCHASE IF YOU NEED ANYTHING ELSE YOU WILL BE ON YOUR OWN, UNLESS OF COURSE THERE IS MORE MONEY TO BE MADE FOR THEM.

Business

Response:

Review: I paid 600 for a repair service with conn's for my laptop. My laptop crashed due to a faulty fan causing the laptop to overheat. I sent the laptop for repair. When I got it back it worked for a while and stopped working once again . I opened the laptop and saw that the fan was never replaced the first time. So I took it back again. It took 1 week before they even looked at the laptop. now three weeks have passed and I still have not received my laptop back. It seems as if they are taking their time on purpose. I have called many times and no one seems to want to help me.Desired Settlement: I would like a refund for the service plan.

Business

Response:

Thank you for the opportunity to respond to [redacted] complaint. Our records show 2 service orders on file regarding [redacted] notebook that was purchased with us on 2/18/12. [redacted] contacted us on 3-9-13, stating his computer was going to a black screen. Upon inspection the technician found the notebook needed to be restored, no parts were replaced and the notebook tested OK. [redacted] contacted us again on 12/9/13, upon inspection the technician found the fan needed to be replaced, the part was ordered and installed on 12/26/13, while testing the notebook it continued to freeze. Due to the repair delay an exchange request was submitted and approved on 1/4/14. [redacted] has been contacted and is aware of the approval. We sincerely apologize to [redacted] for the delay, if we may be of further assistance, [redacted] may contact us at [redacted]

Review: I when to the store on Oct-**-2013, and after walk around the store my wife and I decide about a Living room set, a sales person [redacted] ask us what we need, I told him, we want to purchase a Living room set we have credit with the store and I don't want an other credit card,he told me that he will check this,after a few minutes he comeback and told me he will try to give 24 months with out interest purchase just need some information from me,he left and come back with a credit application on my name, that I don't request, He rum my credit with out my approval. When I receive the letter from the GE credit service several days after I notice the APR is too high, something that He don't even mention to me that dayI made a purchase on Oct-04-2013 living room set, a few days later warehouse call me and told me my set will be incomplete and a day after this was promise be the sales person ([redacted]), after spoke with the delivery manager, doesn't had and answer about when my delivery will be complete, spoke to the store ([redacted])and she told me the delivery will be complete the next day,The next day I receive an incomplete and wrong set,send it back, spoke to the store again, and [redacted] promise I will be receive my delivery complete the next day early on the morning, again I lost an other day to wait for my delivery, the next delivery wasn't early or complete, I receive only 2 pieces on the afternoon and nobody give an answer of when my set will be complete, after several day, I had a phone call, from delivery service on (I believe Oct 20 )the morning when I was at work, to try to make the deliver on the next hour, of course I can't, I told the delivery service to send it after 6:00 pm, and his words was "well let me check with my manager to see if we can do it today, I call you on the next hour", after several days, I still waiting for that phone call till today.The communication and follow up of the service I had receive is an example of BAD customer service, and worse experience that I never reDesired Settlement: restoration of my credit,36 months with out interest and billing day start on the next month

Business

Response:

Review: The bed I purchased from Conn's was really loose and would move side to side when I was on the bed. I called the technician to come out and fix it. The tech from Conn's aid they tighten the screws and that's all they could do the bed was still whobbley and did no feel sturdy. I keep calling conns several times and they never send a tech out. One night I was sleeping on the bed with my wife and 5 yr old daughter ,and the bed fell o the floor. I looked at the bed and the frame was bend and the screws were all bend and sripted as of they had been forced in. I called Conn's and they said warranty was over. And we have to continue to pay or the bed. They broke the bed and we could have gotten hurt. And they will not work with us, I need a bed and I have to continue to pay for a broken one. That's horribleDesired Settlement: I need a replacement or I need to stop making payments without affecting my credit or just my money back.

Business

Response:

Thank you for the opportunity to

respond to [redacted]’s complaint. Our records show on 6/12/11, [redacted] purchased a

Trevisio king bedroom set which consisted of eight pieces; headboard,

footboard, rails, (2) accent chest, 7-drawer dresser, 5-drawer chest, and

mirror with a limited 1-year manufacturer warranty which expired on 6/13/12. [redacted] elected to

have his bedroom set delivered; [redacted] signed acknowledging he received

his bedroom set on 6/14/11 in good order.

We received [redacted]’s

complaint and found he contacted our service department on two separate

occasions regarding his headboard.

· On 7/13/11, [redacted]

contacted us; stating the headboard was squeaking, not sturdy, and was

loose. We attempted to contact [redacted] on several occasions to

schedule service, however due to no response his service order was cancelled.

· On 8/09/11, [redacted]’s

service order was re-opened and he was scheduled for service on 8/13/11. During [redacted] inspection the serviceman found the bed was squeaking and the legs on

slat needed to be adjusted. The serviceman adjusted the legs and

tightened loose screws.

Our records show [redacted]

contacted service on 9/04/14 requesting to have service on his

bed rails; [redacted] was advised his items were no longer covered under

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

an exchange or refund; [redacted] bedroom furniture is no longer covered under

warranty as of6/13/12.

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.

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

Regards,

Review: TO WHOM THIS MAY CONCERNIN JULY 2011 I PURCHASED A DINING ROOM SET FROM CONN'S CLOSE TO $2.000. I M MAKING MONTHLY PAYMENTS OF $39.43 MY FINAL PAYMENT ON THIS SET WILL BE IN JULY 2014. IN LESS THEN 6MONTHS OF PURCHASE THE SEATS OF THE CHAIRS BEGAN TO CHIP,CONNS CAME AND CHANGE IT OUT THEN WEEKS LATER THE CHAIRS BEGAN TO CHIP AND I ASK FOR ANOTHER TABLE SET CONNS SAID THEY COULD NOT DO ANYTHING ABOUT IT.I TRIED SEVERAL TIMES IN SPEAKING TO OTHER REPS BUT WAS NOT SUCESSFULL.FOR THIS PAST NEW YEAR ONE OF THE BACK OF THE CHAIRS BROKE WITH MY NIEACE THAT WEIGHS 99POUNDS. I'M ALMOST FINISH PAYING FOR A DINING ROOM TABLE SET THAT IS FALLING APART. WITH MY HIGH BLOOD PRESSURE THIS IS STRESSING ME OUT WHO CAN HELP ME WITH THIS MATTER?[redacted]Desired Settlement: WOULD LIKE ANOTHER TABLE SET

Business

Response:

Review: My in-store experience on 7/5/14 at Conn's HomePlus in [redacted] was great. It has not gone very well since that time. I have paid for the delivery of a new refrigerator which was delivered to my residence in poor condition. It is dented from apparent impact on the top of the refrigerator at the corner that has the hinge. I have contacted the store by phone and made in-store visits on quite a few occasions to speak with management about this issue. General Manager [redacted] contacted the delivery department because they are the ones that can ultimately handle the situation. The delivery team assured Mr. [redacted] that they would contact me once they have authorization to proceed with the swap-out. A whole week passed before I heard back from someone. They told me that it would take 3-5 days from that time to process. More than a week later after that, I had still not heard from anyone, so I contacted them again myself. The lady with whom I had spoken had offered me $100 credit to keep the damaged appliance. I declined that offer. She then informed me that she would open a ticket for the exchange process, and it would take 7-10 days for paperwork to process. I am not understanding why the authorization has not already been processed and why there was not already a ticket open with the corporate office for this exchange. This is a huge inconvenience because we need a new refrigerator as soon as possible. Our old one does not function properly. I refuse to keep or use the one that was delivered to me in the poor condition in which it was delivered. I have been trying to be very patient, but I continue to get the runaround about the delivery team coming to swap out the damaged refrigerator. There is no issue with in-store management, because they have done everything in their power to help me. However, today is 7/**/14. It has been over three weeks since the initial purchase & delivery, yet I still have not received a refrigerator that is in good condition.Desired Settlement: It has taken extremely too long for paperwork & authorization to process. There has been several instances of communication but very little follow-through. Please have delivery team come to pick up the damaged appliance and deliver me a new one. Also, because it has been so long, I also need my first month's payment to be credited. I have yet to use or install the appliance because of its condition. I anticipated a much more expedited exchange process.

Business

Response:

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

complaint. Our records show on 7/**/14,

Mr. [redacted] purchased a Frigidaire refrigerator with a 1-year limited manufacturer’s

warranty. Mr. [redacted]’s delivery was scheduled for 7/*/14 however; upon

delivery the refrigerator was damaged. Our records show Mr. [redacted] is

scheduled for delivery on 8/10/14 to receive a new Frigidaire refrigerator. We

sincerely apologize for any inconvenience Mr. [redacted] experienced for the delay

in delivery. Conn’s has agreed to honor Mr. [redacted]’s request to credit his

account for the first month payment in the amount of $43.61.

If we may

be of further assistance, Mr. [redacted] may

contact Customer Service at ###-###-####

Kind regards,

Kathryn James

Customer Relations

Business

Response:

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

complaint. Our records show on 7/**/14,

Mr. [redacted] purchased a Frigidaire refrigerator with a 1-year limited manufacturer’s

warranty. Mr. [redacted]’s delivery was scheduled for 7/*/14 however; upon

delivery the refrigerator was damaged. Our records show Mr. [redacted] is

scheduled for delivery on 8/10/14 to receive a new Frigidaire refrigerator. We

sincerely apologize for any inconvenience Mr. [redacted] experienced for the delay

in delivery. Conn’s has agreed to honor Mr. [redacted]’s request to credit his

account for the first month payment in the amount of $43.61.

If we may

be of further assistance, Mr. [redacted] may

contact Customer Service at ###-###-####

Kind regards,

Kathryn James

Customer Relations

Review: We purchased a couch from Conns and also purchased the extended warranty. The stitching came unstitched and we were told that is not covered under warranty. They sent multiple technicians out who told us one thing but Conns told us the technician told them something else. Since the cushion in the couch was collapsed they did end up replacing both couch cushions. They shipped me both cushions from separate places. One cushion is fine but the other rips like paper and is made of a different material. It took between three and six months last time to get the first issue fixed. I received a phone call from Conns today 1/**2014 saying that the technician said that there was not a problem with the couch cushions. I have security cameras in my house that show the technician running his fingers in the hole of the ripped material telling my wife that it needed to be replaced. Ive talked to all the contacts Conns provided including the repair company they sent and have not been able to get this issue resolved.Desired Settlement: Replace the couch completely.

Business

Response:

Review: I WENT TO THE CONNS STORE IN, [redacted],** AND PURCHASED 2 [redacted] LOVESEATS AT $[redacted] + $[redacted] (WARRANTY) EA. ON [redacted] AT 6:30 ** TIME, I TT TO [redacted] AT [redacted] THE WARRANTY DEPT AND EXPLAINED TO THEM THE SEAT AND LEG AREA ON THE RECLINER WAS CONCAVING, A APPT WAS SET UP FOR A REPAIRMAN TO COME ON [redacted] AFTER 4PM, REPAIR PERSON CALLED ME TO CONFRIM ON [redacted] AND 4PM AS SET AS THAT IS WHEN I GET HOME FROM WORK, ON [redacted] REPAIR PERSON CALLED ME AT 2:51PM AND STATED WAS AT MY HOUSE AND SINCE I WAS NOT AT HOME HE WAS LEAVING, EXPLAINED OUR APPT AND HE STATED HE HAD A CANCEL SO CAME EARLY WITHOUT CONTACTING ME. ON [redacted]. I CALL AND TT TO [redacted] AND SHE WOULD SET UP NEW REPAIR ORDER, NO CALL CAME, CALL [redacted] TT [redacted] ORDER WAS CANCEL AND SHE OPEN NEW TICKET. ON [redacted], REPAIR PERSON CAME OUT AND EXPLAINED THAT THE SOFA WAS ONLY PARTIAL FORM AND THE REST JUST STUFFING AND IT SHIFTED. HE EXPLAIN THAT HE COULD REPAIR BY ADDING FORM COVERED WITH FABRIC THAT IS BENDABLE AND IT WAS WHAT WAS NEEDED AND HE FELT THIS WAS POORING MANUFACTURE FURNITURE, ON [redacted] TT [redacted] FURNITURE CLAIM DEPT AND WAS TOLD THEY WOULD NOT REPAIR THE FURNITURE AS THIS WAS THE WAY IT WAS MADE, SHE GAVE ME THE RESOLUTION DEPT TO CALL, AFTER SEVERAL CALLS I WAS ABLE TO GET A COPY OF THE REPAIR ORDER AND STARTING CALLING, SPOKE TO MANY PEOPLE FINALLY GOT THE NAME OF [redacted] CR REP [redacted] CALL AND LM [redacted] NEVER RECIEVED A CALL BACK. I AM A PARTIAL DISABLE 60+ BUYER, I NEED THE RECLINER FIXED AS NOW IT IS LIKE MY LEGS ARE RESTING ON WOOD. MY CO-WORKER TOLD ME TO FILE A COMPLAINT WITH Revdex.com. ALL I WANT TO THIS TO BE FEPAIR AND IF CAN'T BE REPAIR FOR CONNS TO TAKE FURNITURE BACK, CREDIT MY ACCOUNT AND I WILL GO BUY BETTER QUALITY FURNTIRE ELSEWHERE. CONNS IS NEW TO ** AND TRYING TO MAKE A FOOTPRINT HERE, BUT SELLING POOR QUALITY FURNITURE IS NOT THE WAY TO IT. I HAVE ALL MY NOTES WITH NAMES, PHONE NU,BER ETC OF ALL PERSONS I HAVE SPOKE WITH AND THEY POOR CUSTOMER SERVICE ON THE PHONEDesired Settlement: CONN'S TO TAKE BACK THIS POORLY MADE FURNITURE AND CREDIT MY ACCOUNT FOR THEM IN FULL AND I WILL COMPLETE THE CONTRACT FOR THE BALANCE WHICH WAS A LG FRENCH DOOR REFRIG WITH ALL PAYMENTS I HAVE MADE BEING APPLIED TO THE REFRIG, I EXPECTED THIS FURNITURE TO LAST YEARS NOT LESS THAN 60 DAYS FOR THE PRICE I WAS PAYING

Business

Response:

Review: I went in to Conns on 12-4-2013 to pay off my 55inch tv; and decided I would purchase a bedroom set for my wife; I did not hesitate because I did not have any problems with Conns in the past; I picked out the Alexandria King bedroom set; totaling 5,000 dollar; I was told the bedroom set would be delivered on 12-**2013; and this is when the nightmare began; First off one 12-*-13; no delivery was made; The delivery person called me and stated he had the wrong furniture on the truck; so I contacted the store manager regarding the delivery due to the fact I had taken off work; and the end result was the delivery driver did not want to make the trip to [redacted] So I do believe I received the first delivery on 12-**-13; on this delivery the headboard was defective the holes were in the wrong place and was told that they would replace it; a few days later a second delivery was made however upon the second delivery I noticed the bed rail was cracked; this had to happen when the first delivery was may when they tried to force it together; so the second delivery person call dis batch and was told to leave the headboard and they would replace the rails; I have been set up for delivery on the rails three time since and conns never showed up; around 12-18-2013 I was told they did not have the parts; and that they had also close my ticket; I contacted the store again to complain and was told they would issue a gift card which I never received; I don't see how you could close out a ticket on a 5,000 bedroom set that has not been completely delivered nor set up; which I paid for; I have been sleeping on the floor since 12-*-2013 due to the fact that Conns promised delivery on that date so I sold my old bedroom set to make room; Conns only cares about getting you to sign on the dotted line and getting good service reviews; I have really been taken back my this; I have spent thousand of dollars over the years; but never again; I never believed the bad reviews until now.Desired Settlement: I would like for Conn to come and pick this stuff up; It is still in the same place the delivery staff left it; plastic and tags still on it; foam all over my floor; I have not even put my clothes in the drawers; with the delivery nightmare going on now I could not imagine what the service warranty problems are going to be like; 5,000 dollars in debt and sleeping on the floor for the last 30 days; just pick it up!!!!!!

Business

Response:

Review: We purchased a refrigerator, cooktop, and microwave from the Conn's store in Mesquite, Texas. We had an extended warranty on the items. The refrigerator stopped cooling and leaking water from underneath in August 2014. We called and a repairman was sent out a few days later. The repair man said the problem was fixed and left. When I got home later that evening, the refrigerator was still not cooling. Our oldest son has cancer and we have to keep some of his medication in the refrigerator. We called the service center to report the problem again and were told it would be several more days before a repair man could come out. The repair man came out and added a tap to the sealed unit and adjusted the Freon. The refrigerator continued to leak water from underneath. We called the service department again and a different repair man came out several days later. The repair man just said he would have to order a part and it would take a few weeks for the part to come in. When the part arrives, they will call to schedule the service to install it. (In the meantime, we had to purchase another refrigerator to keep our things in from [redacted].) The new part was installed and the refrigerator continued to leak. Our warranty expired in September 2014. One more service was performed in October 2014 without a service fee. The refrigerator did not leak for a couple of months, but has began to leak again. Conn's refuses to repair the refrigerator without a service fee since the warranty has expired. The refrigerator was not fixed correctly under warranty or it would not still be malfunctioning. Conn's policy is to replace the item on the fourth service call; but they will not replace or repair the unit. We have called two other repair services that have come out and looked at the unit. They will not work on the unit since the tap was put in by Conn's and it is a sealed unit. Not only are we out the cost of the other repair people, but our laminate flooring is damaged and will have to be fixed.

Product_Or_Service: GE RefrigeratorDesired Settlement: DesiredSettlementID: Replacement

I would like to be reimbursed for the food items that were lost (food loss claim has been filed with Conn's without a determination from them), the refrigerator fixed correctly or replaced per their policy, reimbursement for the other repair companies, and floor repaired.

Business

Response:

Thank

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

on 9/19/10, Mr. [redacted] purchased a GE French Door refrigerator with a 48-month

Repair Service Agreement Plan which expired on 9/21/14.

After

further review and research we show Mr. [redacted] last completed service call was

on 10/27/14. The technician removed freon from the refrigerator because he

found it was over charged and tested the unit and the unit tested ok; no parts

were ordered to complete repairs. Mr. [redacted] did not contact us regarding any

further service issues he was experiencing with his unit until 3/25/15. Although

Mr. [redacted] RSA expired on 9/21/14, Conn’s has agreed as a one-time goodwill

gesture to send a technician to Mr. [redacted]’ residence to assess his

refrigerator at no cost. However; if the technician finds the repair needs are

unrelated to Mr. [redacted]’ previous service repairs then we will provide a repair

estimate if he would like Conn’s to continue with service. If the technician does

find the repairs are related to Mr. [redacted]’ previous service calls then we will

agree to issue an exchange as a gesture of goodwill and we will also reimburse

him $75.00 in food loss. Mr. [redacted] will be contacted by our Service Department

to schedule an appointment.

Also,

we have reviewed each of Mr. [redacted]’ service calls and did not find were he has

mentioned any damages to his floor therefore; we are unable to honor his

request.

If

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

Department at 1-877-358-1252.

.

Kind

regards,

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. The resolution is not completely satisfactory. I did mention in several of the phone calls to the service department that water damage was occurring to my floor. It was also brought to the attention of the technicians at my house. If the technicians were interviewed, I am sure that they would remember seeing the damage that I pointed out to them. I did take pictures of the water on the floor to show the technicians where the water was appearing in front of the unit. The damage was mentioned but no reply was made. I still have a damaged floor that was caused by the technicians not fixing the problem. We are also out $49.80 to have another repair service technician come take a look at the refrigerator. That technician informed me that a tap was placed on our refrigerator to adjust the freon by a Conn's technicians. The unit is a sealed unit and should not have a tap. Since the tap was installed, no one else will work on the unit because of the liability due to the tap. I do not believe that the repairs have not been handled properly from the first call to report the problem.I do appreciate Conn's willingness to send out a technician and reimburse for part of our food losses; however it should have been done without other parties being involved. I am very displeased with the way we have been treated and serviced during this ordeal.

Review: Washing machine purchased in Dec 2013, loud knocking noise on spin cycle. Contacted Samsung repair man came looked at, said appeared to have been dropped, CONN'S repairman came out Feb [redacted] (same repairman), notes on repair ticket cab,basket and tub damaged fr shipping, ALL needs to be replaced. Stated to me that the whole washer should be replaced. Called CONN'S on [redacted] to find out status, was told would call me in a couple of days. Called CONN'S [redacted] was told had did not have repair ticket yet. Called CONN'S on [redacted] was told had to be approved by third party. Called CONN'S on [redacted] was told that parts had to be ordered, referred to service tech. Was told that the parts would be ordered and would let me know when to expect delivery. All most every time I talked to cust help or svc was referred to a different dept or hung up on. I still do not have a washing machine that works. Was given the impression that machine was beyond repair by tech but CONN'S is ordering parts. I just want a washing machine that works, and not the run around I seem to be getting from this company.Desired Settlement: I want the washing machine replaced like the repairman said it should be.

Business

Response:

CASE ID: [redacted]

On, March [redacted] 2014 you provided the following information:

Thank you for the opportunity to

discuss [redacted] complaint. Our records reflect that [redacted] purchased a washer

with 48 months Repair Service Agreement via invoice #[redacted] on 12/**/13. The

customer called in on 2/*/14 stating the unit was making a loud noise. A

technician was scheduled for inspection on 2/**/14. Once it was determined that

the unit was irreparable an exchange was submitted and approved. [redacted]

received a new washer on 3/*/14.

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

directly at [redacted]

Kind regard,

Conn’s Customer Relations

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. .

Regards,

Review: We bought an OTR microwave at Conn's last November **,2013 and also bought a 24mons repair service agreement. When we open the box and about to install the item we found out that the door was not aligned and the panel assembly lock was broken .so I called the fix department of Conn's for them to fix it. Two person came and they said it's not repairable and they will send a letter for replacement but the request letter was denied.so I called Conn's what they can do? They said they will send again a repair man but no one showed up.So I called again the customer service telling me that the dispatched person said that no parts available and can't get the part to fix! They told me to call the store where I bought it if they can do anything. Was able to talked to the sales manager and he said I can't do anything if the fix department have no letter/ note in my account for replacement.so what is the use of my repair service agreement?i am very disappointed already coz it's been 3months that I called them but no results until now.Desired Settlement: I want Conn's to replace the item if they can't fix it.

Business

Response:

Thank you for the opportunity to respond to [redacted] complaint. Our records show [redacted] purchased a Samsung OTR microwave with us on 11/**/13, which was

picked up and installed by someone other than Conn’s delivery. [redacted] contacted us on 12/**/13 and

stated the door would not close properly and that the panel was broken. A service call was set-up and upon inspection

the technician found the hinge and display cover had been damaged. The service order indicates the customer was

advised the damage was not covered by the warranty. [redacted] contacted us again on 1/*/14, and

stated she called Samsung and they advised her unit was not repairable and

needed to be exchanged. Based on that

information we contacted Samsung on her behalf and they agreed with the technicians

findings that the microwave was not repairable and also agreed that the damage

was not the result of a mechanical or electrical failure therefore, would not

be covered by the manufacture warranty or the repair service agreement.

Conn’s is willing to offer her credit of $199.99

toward another OTR microwave as a gesture of goodwill. [redacted] may visit her nearest Conn’s to

complete the exchange.

Attached is a copy of the signed service order.

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

may contact us at 1-877-358-1252.

Sincerely,

Customer Relations Officer

Consumer

Response:

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

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I've received calls 6 in one day, from Conn's in regards to a debt that is not mine. It's not unusual for them to call 3-6 times in one day. I've let them know on multiple occasions that the number they have is not correct, that it is not my debt and I have nothing to do with it. I've spoken to a supervisor "[redacted]" and she stated as well as others operators that the number would be removed from the system within 24 hours. Yet, here they are again calling me at all hours of the day and night. They are interruping my workday, interrupting family time, and I'm just about at the end of my rope.Desired Settlement: I want an apology. This is not my debt, this is not my problem. Get your records straight and stop harassing people.

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted] concerns regarding phone calls she has received regarding a Conn’s

account. We have determined this account

belongs to another customer and Mrs. [redacted] phone number was linked to the

account in error. We have placed a cease

& desist on the telephone number provided by Mrs. [redacted]. In the event Mrs. [redacted] receives any

further calls from Conn’s, we ask that she contact us immediately so we may

address the matter further.

We sincerely apologize for any

inconvenience Mrs. [redacted] experienced concerning this matter.

Review: I had a very bad sales experience with Conn's on a mattress I purchased. I purchased it on a Sunday and it was supposed to be delivered the next day (Monday). I received a call Monday informing me that it was out of stock, but they would have it back in stock on Tuesday and would deliver it out later that day. Tuesday came and went, no mattress. Over the next two days, I was given nothing but excuses. Thursday evening I was finally tired of the excuses, went to the store where I purchase it from and cancelled my contract. I immediately drove to another Conn's store, purchased the same mattress and it was delivered the next day (Friday). Although I finally got my mattress, the whole buying experience left a bad taste in my mouth. Along with the mattress purchase, I was given a rebate form for the price of delivery. I completed the rebate from along with the required documentation and mailed it out on the last day of eligibility. Now, when I look on-line at my rebate status, it tells me that I am not eligible for the rebate because my request was not postmarked in time. I know for a fact this isn't true because I took the letter into the post office on the last day of eligibility, hand delivered it to the clerk and watched her postmark it right there in front of me. This is just a dirty trick to not have to pay a rebate claim.Desired Settlement: I want the cost of delivery refunded back to me. My rebate claim number is [redacted] and the amount of the rebate should be $79.99

Business

Response:

Review: I had an overall horrible experience purchasing and paying for my appliances. The situation was made worse when after having my account settled I received a phone call 10 months later that there is a balance I am late on. I spoke to a manager Feb 2014 and agreed to accept a settlement offer. My business with them should have been complete but I received a collection call in Dec 2014 stating I was past due on payment for insurance that was declined at the store and canceled after I realized I was still billed. I then checked my credit report and Conn's never closed the account or 0 the balance as promised.Desired Settlement: This account should be closed with no balance.

Business

Response:

Thank you for

the opportunity to respond to [redacted]’s concerns regarding account

#[redacted] stated she paid

a settlement amount on the account and it should be closed.

According to

our records, [redacted] agreed to a settlement amount on the account of

$2000.00 That amount was paid on February 8, 2014. The account is closed with a zero balance.

We value [redacted] as a customer and appreciate her bringing her concerns to our attention.Thank you,[redacted]

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. Please update my credit report to reflect that this account was closed as of 2/8/14 because it is currently showing closed in 2015. Thank you.

Review: Purchased new refrigerator on [redacted]. Delivered and installed on [redacted]. Reported faulty ice-maker [redacted]. The following day Conn's sent out delivery driver who was in the area to take a look. Was told ice-maker is defective and entire refrigerator needs to be replaced, and that we should expect a phone call about delivery of the replacement appliance. As of [redacted] no phone call or any contact had been made from Conn's. Spoke to service department who had no documentation of any of this, was referred to deliver who said it wasn't their department. Contacted our sales representative who was going to look into it for us. No one from Conn's Appliances contacted us at all. The Afternoon of [redacted], we went directly into the store and spoke with our Sales representative who took the information forward to his manager and was assured another service representative was schedule to come out the next day to assess the problem. [redacted].. no calls or visit from service department. I called Sales representative again and was told would need to set up another service appointment through the service department. Which we did. Service contractor came out to the house on [redacted]. Was advised "possibly" faulty temperature control panel, parts could be ordered but could take weeks to come in. Personally suggested best option was to have Conn's replace the entire refrigerator. went back into Conn's store and spoke with sales agent who also spoke to instore manager. Referred me to contact Customer Help Desk and Service Center again to see what can be done.As of [redacted]. Still no resolution on the issue. Have a brand new refrigerator that doesn't work properly and a business who is unwilling to replace it. simple resolution would be to order new refrigerator and replace it. That's all I want to happen at this point but getting run around from everyone within the company.Desired Settlement: I want a brand new refrigerator delivered and installed and the faulty unit taken away. I would also like some form of compensation or reimbursement (in-store credit or gift card) for having a defective product in our home for over a month and lack of timely resolution to the issue!

Business

Response:

Review: I purchased a refrigerator in Conn's in Houston in October 2013. The sales person told me that there was a shipping mail in rebate of $79, so I would pay the $79 shipping charges the day of the purchase, and then I should send the request for the rebate to get the refund of those $79. This advertisement is all over the store as well and placed with signs, specifically on those appliances or products that are elegible for such rebate.They say it takes around 8-10 weeks for the customer to get the check.I was supposed to get it on January ** at the latest. I never got it so I called to the rebate department and they cancelled the check (supposedly) and sent a new one, which has not yet arrived(more than 8 weeks after my first complain). I called near February and they told me the processing started again when they cancelled the first check (in January) and it would take another 8 weeks to arrive. So I called again and they told me that the check was re-processed only until February the [redacted] and would take another 8-10 weeks to get to me.I believe it is enough time and I feel like they have been kidding me with this false advertisement.It has been more than 4 months since this 8-10 weeks rebate started and I am afraid they will continue with excuses of lost checks and long processing times.

Product_Or_Service: RefrigeratorDesired Settlement: DesiredSettlementID: Other (requires explanation)

I want my rebate of $79, not because is a lot of money, but because is what they advertised. I am not asking for more or less. I want Conn's to comply with their advertisement and prevent other customers from falling into their lie.

Business

Response:

Thank you for the opportunity to respond to [redacted] complaint. We deeply apologize for any inconvenience this issue may have caused. We have reviewed [redacted] complaint and found her rebate is currently still in processing status with the rebate department. [redacted] complaint has been escalated and Conn’s has agreed to honor the rebate and expedite the check refund. [redacted] should receive her refund within 7-10 business days.

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

Kind regards,

Customer Relations

Review: I completed a voluntary return to the conns location at [redacted] on 12/*/2013 due to a service issue. I contacted the conns customer service line ad was told by one of the reps. that I need take product back and have inspected by the Store manager and ask for a voluntary return form. They also told me to ensure that I have the store manager fax paperwork over to the corporate office and they would reconcile y account. The store manager told be that I would have a small remaining balance of 100.00 are less and I told him ok. I took pictures of the product to verify the state of the return conditions to ensure that conns did not get over on me. Needless to say 48 days later I am still receiving harassing calls from conns daily stating that I owe them 704 dollars for product that I have not had. They also asked me to go back into the store and get a copy of the ROM because they cannot get it from the store manager. This is not my job and Conns should be held accountable for there poor customer service and actions. I am furious and would like to file a complaint against conns. They have also reported late payments statuses to the credit reporting agency.Desired Settlement: I would like Conns to settle out my account within the next 5days and also pay me for the harassing phone calls and for my time of having to run around to get paperwork due to them saying that they cannot get report from one of there stores.

Business

Response:

Review: On [redacted] I discovered that Conn's had reported my payments as 30 and 60 days late in [redacted] and [redacted]. Neither of these payments were late. The last payments on these accounts were paid in full and on time in [redacted]. Then, in [redacted] and [redacted], Conn's reported the payments 30 and 60 days late on these accounts.I looked on my bank statements for [redacted] and [redacted] and [redacted] and [redacted] and all these payments were paid on time. I understand that these payments may have been accidently reported to the credit agencies as late payments, however, I called Conn's the same day, [redacted] and spoke with [redacted] in Customer Service. I was given ticket number #[redacted] and asked to call back in 48 hours. On [redacted], I called Conn's back and spoke with [redacted]. I gave [redacted] my ticket number, name, address, and phone number. He assured me I would be receiving my payment history within 7 business days. Needless to say, I did not receive a payment history from Conn's.On [redacted], I called Conn's again and spoke with [redacted]. I explained the situation to her, and she told me the payment history had been mailed to my former address on [redacted]. She, then, assured me that I would be receiving the payment history in the mail within the next 7 business days. When asked, she stated that I didn't need a ticket number. I never received the payment history. On [redacted], I called Conn's Customer Service, again, regarding this matter and spoke to [redacted]. She gave me ticket number #[redacted]and explained that it takes 24-72 hours to process the request for a payment history. I verified my address, phone number and email address with [redacted]. she requested I call back Monday (the Monday after [redacted], I called Conn's and spoke with [redacted] concerning this matter. [redacted] assured me the payment history had been mailed "yesterday" [redacted]. Today is [redacted], and I have not received a payment history.Desired Settlement: I would appreciate Conn's furnishing me with a payment history on these 2 accounts, in order for me to correct my credit report.

Business

Response: