B And B Movers

Review: I have purcased some couches and love seat from conns and for the past year I have been trying to get the company to come and repair them because I have bought the warranty to cover all repairs. They have been to my house about 6 times and nothing has been done. I was told multiple times that they will return when parts arrive, but never receive any calls. When I call about this issue the state that they have no clue of what I am talking about and set me up a new service appointment. Recently, the have approved to replace 2 out of 3 of my couches but when I asked about the third one they state that it is fine. All three of my pieces are in the same condition, I can't even use the with out having some spring pop out and poke me or sit right on a piece of wood.During June of 2013 I have also bought a bedroom set with the extended warranty. Upon delivery of my items my head board was broken, I was told to go to call service to come and repair that issue. My mattress that was delivered had the plastic ripped open and was stained, I was also told to call service on this issue to. I called service, guy came out to inspect and was told there was nothing they can do to fix headboard because "I didn't buy warranty". And that my mattress was only covered by manufacture warranty and that it was voided because of stain on bed. There is also a huge dip on edge of mattress and I cannot sleep on it comfortably.Desired Settlement: I would like to have all three of my couches replace instead of two due to all being in same condition.For my bedroom set I would also like my headboard and mattress replaced due to condition it was delivered in and that my warranty states it shall be replaced if repairs cannot be made.

Business

Response:

Thank you for the

opportunity to respond to [redacted] complaint. Our records show on 3/**/11,

[redacted] purchased two Coach Reclining Sofas, a Coach Reclining Loveseat and 48

month Furnituregard on each item. After

reviewing [redacted] service history on his furniture we agreed to exchange the

third furniture piece on 3/**/14. [redacted] was contacted and he selected two new Sofas which were picked up on

3/**/14.

In

reference to [redacted] headboard and mattress. Our records show on 6/**/13, [redacted] purchased a King headboard,

footboard, rails, mattress, and 48-month Furnituregard on the mattress

only. On 2/*/14, [redacted] contacted us

stating the headboard was cracked down the middle and the mattress was sinking

in. A service call was set-up and upon

inspection the serviceman found the headboard was damaged beyond repairs and

the mattress had a 1 inch impression and stains. Our records do not show [redacted] contacted us

prior to 2/*/14 to report damage to his headboard or mattress. Based on the inspection report we are unable to

honor [redacted]’s request for an exchange on his bed and mattress. The type of damage found on the headboard is

not covered under the Manufacturer’s Warranty.

In regards to the

mattress, the 1 inch impression found is a normal occurrence with regular usage

and the stain voids the warranty if not reported within 15 days of occurrence. Our records do not show the stain was

reported by [redacted] it was however, found during inspection therefore not

covered.

The inspection report,

pictures and warranty information is available upon request. If we may be of further assistance, [redacted] may contact us at [redacted]

Kind regards,

Customer Relations

Review: I have been trying to get warranties cancelled for quite sometime now. Since I was given the wrong information at the time of purchase the salesman told me 299 for each which I took $2.99, however it was not. Once I found out this information I then followed the proper protocal that I was given to cancel the warranties. This was in [redacted] it is now [redacted] and Conn's has yet to do what I asked and what I was told they would do instead I constantly get calls from the collection dept to which I very nicely reply to each one of them the same exact story and ask them every time to please put all this information in my account notes. Since they say that this call may be recorded then they should have all this info over 50 times for sure. I was told by a lady named [redacted] with Conn's that Conn's has recieved my request and that they want to cancel the warranties and also close the entire account. Well that has yet to be seen. I am now being threatened with Conn's saying that they will report this on my credit. They are saying that I owe them $600.00 the warranties that I tried to have cancelled after purchase total up to a total of $600.00 which would mean that the account woule be paid in full.Desired Settlement: I would like to see a letter of apology from Conn's for dragging thier feet and I would like to see the warranties cancelled and the account closed. I would like to see the letter of apology for one main reason, that reason being: if you owe someone money they are quick to call to collect but when the company is at fault for their mess up they drag their feet as Conn's has been doing since [redacted]

Business

Response:

Review: I purchased a [redacted] HD 55 inch TV On Invoice [redacted] for $1,499.99 plus uncrate and deliver charge of $79.99 and installation charge of $149.99 and 49 mo. RSA & Accidental Damage for $379.99 and .01 (?). My sales person was [redacted].CLAIM ID [redacted]This sale included Free Delivery Rebate.The salesman filled out the form before [redacted] and it was rejected for not being enough paid.So I put all together again and mailed to the same address Dept.#[redacted],Conn's Free Delivery Rebate,[redacted].It was rejected again and I made phone calls and resubmitted once more.Received phone call for number of store so they could fax the information to Rebate Center.The last correspondence was email saying denial because of "Postmark too late."Dept.CN [redacted]Desired Settlement: Give me my rebate. Never should a customer be treated this way. Conn's should honor their promise without delay. The rebate center should learn how to honor the customer, not insult them.

Business

Response:

Review: My spouse and I had two separate accounts at Conns; however my spouse ([redacted] and I filed for bankruptcy and both accounts were paid in the bankruptcy. The bankruptcy was dismissed in 2011. Since that time, Conns continues to report to the credit bureau that my account was charged off. I contacted the attorney from the bankruptcy and was told once the bankruptcy was complete, creditor paid in the bankruptcy should no longer show up on my credit report. As per the bankruptcy attorney, I contacted Conns and received the run around. I filed requested through the credit agencies to correct this matter and Conns refused to correct and remove the information. When the bankruptcy ended my spouse information was dropped from his credit report. He has since opened an account with Conns. I have been unable to get answers as to how my spouse and I were in the same bankruptcy, it was dismissed, his record was cleared and does not report him to the credit bureaus. Conns continues to flag my account that was paid in the bankruptcy as a charge-off and they report it monthly to the credit bureaus. I have been denied credit, not knowing that it was because of Conns actions I was being denied credit. I did not find out about Conns actions until 10/13.Desired Settlement: I want Conns to immediately remove all negative information from all credit reporting agencies.

Consumer

Response:

To-date, the company has not responded to my complaint.

Business

Response:

Review: Bought furniture 2 months ago and our love seats right arm is falling off been given run around put on hold never got back to, been hung up on, have been lied to with proof of the lies, been sent all over the place on the phone no one has helped. My [redacted] and I are tired of the lies and the hassle of this company. They have changed our fix it date 3 times. We want our new furniture fixed, replaced or picked up.Desired Settlement: We want our new furniture fixed replaced or picked up and close our account.

Business

Response:

Thank

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

show on[redacted], **. [redacted] purchased an

[redacted] reclining furniture set which consisted of two pieces, sofa

and loveseat with a 48-month Furnituregard Plan on both pieces. **. [redacted]

made his purchase and elected to pick up his items; which was picked up and

received in good order.

**.

[redacted] contacted service on [redacted] regarding his loveseat; stating

the right arm had broken off. **. [redacted] was scheduled for service on [redacted],

which was the next available date for service in his area. **. [redacted]

expressed his dissatisfaction with the service date given and ended the

call. We attempted to contact **. [redacted] on several occasions [redacted],

and [redacted] to see if service was still

needed, but we were unsuccessful in our attempts; due to no response **.

[redacted]’s work order was cancelled on [redacted].

On [redacted], **. [redacted] work order was

re-opened and assigned to a different service provider ([redacted]). The

service provider attempted to contact **. [redacted] for service on [redacted];

contact was made however; **. [redacted] declined service. At this time we are

unable to honor **. [redacted]’s request to return/exchange his loveseat; **. [redacted]

must allow a serviceman to assess the reported damages to determine the repair

needs. **. [redacted] may contact our service department at [redacted] to schedule a service appointment.

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.

In the response submitted by [redacted], there are 2 false statements in the first paragraph alone and I have the documents from the date of purchase to prove this. She stated we purchased the furniture on [redacted]. Our purchase was made on [redacted]. She also states that "**. [redacted] made his purchase and elected to pick up his items; which was picked up and received in good order". We paid $[redacted] for standard delivery and the furniture was to be delivered on [redacted]. We can provide a copy of the invoice with the date and cost of delivery, as well as the service plan we purchased.

Review: I purchased a mattress in March 2013 and by September 2013 we were able to feel the springs. I called so it can be serviced and someone did come to check out the mattress. This was a company they use. When I received a call back from Conn's, they told me that the mattress did no meet the criteria for it to be serviced, that the damaged area had to be an inch and a half and the damage of the mattress was only one inch. Also they said to call back in 3 months again to be able to submit another service request and see if it met the criteria then. So called again in March 2014, by this time the springs are literally felt all over the mattress not just one area. Someone came to check it out and when I got the call from conn's, this time they said that because my mattress had one stain that it voided the warranty. I did go through my papers that I got the day of purchase, no where in those papers stated that if the mattress has a stain the warranty will be voided. Also when I expressed my concerns to the different people I spoke with, everyone said "unfortunately we cannot service it due to the stain". I asked to talk to management, I submitted a complain through them, I asked for repair of mattress so many times not replacement, and yet nothing! I also asked why this problem can't be fixed if I had purchased extended warranty and insurance, and I would get the same answer that due to the stain it voided the warranty. I told them that we were paying too much money for this to not be repaired. I am so frustrated that I even told them to pick up the mattress and take it back because I wasn't going to pay for something that wasn't worth the money and I was not paying them until this is fixed and still aren't willing to help me. It makes no sense to me why one of the customer service agents even said that I can remove the stain and then call them back after to submit another claim for service, I mean I wouldn't be calling them to repair the mattress due to a stain. The problem is the springs not a stain.Desired Settlement: All I want is for them to repair this mattress if it cannot be replaced. And if they aren't going to service it, well they can take it back and refund what we have paid which has been over $2,000.00. We did buy some couches and theatre system along with this, we are willing to still pay for those items just not for the bed if they aren't going to do anything about it. We can definitely go to Someone else who is willing to service us the right way.

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted] complaint. Our records show on 3/10/13, Mrs. [redacted] purchased a Serta iSeries mattress, a Serta iSeries box spring both items with a limited manufacturer warranty, a bed frame, Belmont furniture set with a limited 1-year manufacturer warranty, Bose home theater system with a 36-month Repair Service Agreement. Mrs. [redacted] received a free Kindle Fire with her purchase and selected to have her items delivered making her purchase total $4773.75. Our records show on 9/11/13, Mrs. [redacted] contacted us regarding her mattress; stating the mattress was sinking in after the spring made a popping noise. A service call was scheduled on 9/26/13; upon the inspection the technician no damage, no depression, and the mattress was up to the manufacturer specifications. On 2/12/14, Mrs. [redacted] contacted us stating the she could feel the springs through the mattress. Our records show we attempted to contact Mrs. [redacted] on 2/13/14,2/14/14, and 2/15/14; due to no response this work order was cancelled. On 2/19/14, Mrs. [redacted]’s work order was reopened. On2/20/14, Mrs. [redacted] was contacted and informed she was scheduled for service on 3/05/14. On 3/05/14, during the inspection the technician found the mattress was not contouring, the right side front bowed inwards and you can feel the internal springs from the inside when pressing down on the right side front and middle region, and the mattress was stained. On 3/11/14, Mrs. [redacted] was informed that since the mattress was displaying signs of stains and her manufacturer warranty would not cover it; per the manufacturer: Stains, soiling, fluid penetration or other signs of abuse may void the warranty and make your bedding ineligible for repair or replacement. Therefore, we are unable to honor Mrs. [redacted]’s request for repair or replacement. A copy of the manufacturer warranty information has been included in our response and has been mailed to Mrs. [redacted] for her records.

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

Kind regards,

Customer Relations

Review: Set up account for autopay... Conn's calling for payment. Apparently malfunction with their system and blaming me for their incompetence.

I have two accounts with Conn's (big mistake... I will be paying these accounts off at the 6 month mark, closing both accounts and never dealing with company again) one is thru GE Capital (which there is never a problem with), the other is Conn's Retail with which there is always an issue with each month regarding the payment. I have set this account up to be deducted each month from my Chase bank account, yet the money is not coming out and Conn's is calling. I don't appreciate it! Don't pester over me a measly $62.00 payment when I have done my part to ensure that you get it each month. As I explained to Conn's very unhelpful agents and their manager, [redacted], it's not my problem if Conn's system software is outdated and can't process the autopay request. [redacted] proceeds to tell me that yes she sees my banking information and online enrollment (which I have the confirmation email from yours truly Conn's Home Plus stating that indeed I am enrolled... hmmm... go figure); however I need to "set it up to come out of my bank account each month or better yet set it up thru Chase. Heeelllloooo, is that not what I have done twice already? Same issue last month and I went in and set it yet again. Not going to keep doing that... shouldn't have to. Don't offer autopay if you actually don't have it. I have every last one of my credit cards, loans, car payment, LA Fitness and etc. set to come out of my bank account each month and guess what... it actually comes out, even GE Capital Conn's.. no bill collectors calling, oh except the lovely Conn's Retail... imagine that! I want this issue fixed!!! I'm the only one here who's credit rating is taking a hit because Conn's can't seem to get their act together and process a payment. I set it up online for a reason people! And the customer service agent [redacted] or whatever her name was is a real royal wise one, and so is manager [redacted]. I asked the wonderful [redacted] for the corporate number and she gives me their customer service help desk number... real smart as if I couldn't get the real corporate number with a little legal help. And then there's [redacted] or whoever; I asked her for the address to corporate and who was in charge so I could speak to them, like in the normal world, Ms. [redacted] informs me that even if I drove to Beaumont, which I indent to do, I will only be able to speak with yet another wonderful customer service manager. Yay me another call center person with a Ph.D. and everything... goody! Sarcasm is a form of very low intelligence. I said this because three of the five CRS's including the "manager", used sarcasm, so I hope they get a chance a read this and see how ridiculous it makes you look. Don't "try" and be smart... be educated, intelligent and truly smart. I also asked to speak to someone in technical support to see if they could resolve my issue... this got a big guffaw, then I was told they couldn't do anything about it either. I will not pay one single solitary dime to Conn's until they fix this issue. I intend to place my payment into an escrow account until said issues is fixed to protect my credit rating. In conclusion, I have no issue with any other company taking money out of my bank account; therefore, Conn's Retail need to get their act together and get with the program! I will also be contacting Fox News to see if Conn's has a history of conducting business this way.Desired Settlement: I just want to be able to have my payment come out of my bank account each month like I have set it up to do. I also want Conn's Retail Credit to STOP calling me!!! September 20th of 2014 will mark the six month payment history for this account and I will be closing both of my Conn's Accounts so it won't even matter after that; however, for the next two months I want to be able to pay and be left alone! With that being said, I'll get a GE Capital account for furniture and appliance with someone

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted] concerns regarding account #[redacted]. Mrs. [redacted] stated she has enrolled in auto-pay several times but the payment is not being

drafted from her checking account.

According to our records, Mrs. [redacted] was enrolled in our

web-pay service; however, she had not completed all the steps to enroll in our

automatic payment program.

As of June 23, 2014 Mrs. [redacted] has completed all the steps to

enroll in the automatic payment program. She has

scheduled her first payment to be drafted from her checking account on July 20,

2014.

There have not been any negative credit marks assessed

on Mrs. [redacted]’ credit reports. If Mrs. [redacted] would like to place a cease

and desist on the phone numbers associated with her account, she would need to

send a written request to [redacted] or fax it to [redacted]

In the event, the payment is not processed automatically

on July 20, 2014;

Mrs. [redacted] can contact our customer service department at [redacted] for further assistance.

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

any inconvenience she experienced due to this matter.

Review: Bought a SB16 Harmon Kardon Sound Bar System, floor model. When I tried to hook up I realized optical port was broken and sub is not compatible with sound bar. Multiple attempts to resolve. No response or calls back. Zero.5/23 Tried to hook up system for first time and realized optical port was Broken5/24 Call [redacted] TX store and [redacted] told me he cannot return the item, the unit works according to him, and there is nothing I can do other than call service.5/24 I called service and they told me they could not assist but any store could help.5/25 I visited Plano store and they said I would need to go to Manufacturer for help.5/25 I called customer service and opened a ticket for someone to investigate and call me.5/25 I realized sub was not even compatible with sound bar so I called customer service to notify them. The rep told me a ticket wasn't opened from my prior call so I opened a new one.5/25 I called the [redacted] TX store, spoke with [redacted]. He asked me why I didn't bring the product into the store as he asked before, but I reminded me he said he could not do anything in the store. He promised me he opened a ticket. Never received a call about that ticket.5/27 Called customer service and they said ticket I opened on 5/24 was closed even though I didn't receive a call back and I needed to call service.5/27 I called [redacted] TX store, [redacted] was not working but another manager promised to call me back in 20 minutes. No call back.5/29 Called [redacted] TX store, spoke to [redacted]. He said he would speak with the regional manager and call me the next day.5/30 I called the [redacted] TX store. Learned [redacted] was not even working today.5/30 Called customer service. Transferred to service manager, Marilyn Hernadez. Explained situation and emailed history of issues.6/4 Called store, [redacted] not working, asked for manager on duty. Manager said he did not have contact info for regional manager.6/4 Called customer service for an update on my ticket. They stated the last update they had was Friday the 30th around 10am when the service department tried to call me and I didn't answer their call. Even though I spoke to someone that evening.Desired Settlement: I will be returning the 60" television, end tables, and TV stand I purchased due to the lack of customer service I have received. I cannot bring myself to make monthly payments to a company that has treated me so poorly. In addition, I would like to receive a return approval for the sound bar described above.

Business

Response:

Thank you for the opportunity to

respond to Mr. [redacted] complaint. Our records reflect that Mr. [redacted] purchased a

Sound Bar as a Floor Model via invoice [redacted] on 5/18/14. The product was

sold as is and was not delivered or installed by Conn’s.

As a goodwill gesture we are offering

the option to return or exchange the Sound Bar at no cost to him within the 30

day return and exchange policy. If Mr. [redacted] wishes to return the television on

this invoice a $129 exchange fee will be charged and must be completed within

the 30 day return and exchange policy. Furniture which includes the end tables

and television stand are exchange only. If Mr. [redacted] would like to have a

technician assist him with installing (at additional charge) the Sound Bar, he

should contact his local store for arrangements.

We apologize for the

inconvenience Mr. [redacted] has experienced.

If further assistance is

required, Mr. [redacted] may contact us at [redacted]

Kind regards,

Review: I purchased a washer and dryer and a laptop from them in May last year. The sales rep told me that I had 12 months same as cash my purchase was about 2000.00 dollars. I feel ill in December and was in the hospital for 46 days. I let them know I was ill. As soon as I came home I called to get my account straight, I was informed that my account balance had almost tripled. I asked how could this be? I could have paid cash for the same items or I could have went to the other predatory lending places like RAC if I wanted to play 5 times the amount for items. They transferred me to a supervisor and she stated that it may not be in the contract I signed but their policy is if you are late over 10 days that your account no longer qualify for same as cash. I explained what the sale rep in the store told me and I should not be responsible for a amount I did not agree too, nor would I have made a agreement to commit to those terms, she told me to "get over it and she was not responsible for any agreement given verbally and that they do not issue the same as cash in writing, but my contact applies all interest". This company is a fraud and they are smart with it because they did not give me the same as cash in my contract so I was tricked into signing for items at more than 5x the value. I am filing a complaint with the AG office because the practices are illegal and predatory. In addition I pulled a credit report and it shows a line of credit for that amount and besides me telling them and sending them hospital records they reported me 30 days late. For this company to say they are a part of family and have shady practices that take advantage of the consumer is illegal and WRONG.Desired Settlement: My account reflect same as cash with no loop holes, credit corrected, and apology for lying to me

Consumer

Response:

The response:

Dear [redacted]

I apologize if you feel that you may have been misinformed. We do provide all our customer a copy of their signed contract as well as supporting documents regarding their new purchase which contains details of their account. You may contact our Customer Service Department at 1-[redacted] to discuss your account in detail.

Thank you,

--[redacted]

Conn's refuse accept responsibility for their sales practices. The 12 months same as cash is not even listed in the contracts. People beware this is only a verbal agreement in which they will find any reason not to honor. Conn have engaged in, and will continue to engage in the unlawful practices set forth below.

Conn's have caused and will cause immediate, irreparable injury, loss and damage to myself, and will also cause adverse effects to legitimate business enterprises which lawfully conduct trade and commerce. Despite the lengthy and high pressure sales presentation, I was not presented with a copy of the actual terms and conditions of the 12 months same as cash at the time of the sale in the store. The actual terms and conditions of the 12 months same as cash are not made available to the consumer and not disclosed by Conn’s prior to the sale. Unknown to the customer at the time of sale, 12 months same as cash contains exclusions, limitations of liability, cancellation penalties, and an arbitration clause—all of which are designed to favor Conn's.

In addition, at the time of sale the consumer is misled to believe that the 12 months same as cash is for 12 months and will cover the product for the one year period; the actual terms of the agreement, are quite different and state that the agreement “expires” upon any payment that is over 10 days late.

That Conn’s refused to honor the terms of agreement and continues to advertise it under false pretense.

Conn's in the course and conduct of trade and commerce, have directly and indirectly engaged in false, misleading and deceptive acts and practices declared to be unlawful by the DTPA §17.46(a). Without limiting the foregoing, Conn's also have violated DTPA §17.46(b), by engaging in the following conduct: false, misleading, or deceptive acts or practices in the course of trade or commerce.

Therefore causing confusion or misunderstanding as to affiliation, connection, or association with, or certification by, another. By representing that goods or services have sponsorship, approval, characteristics, ingredients, uses, benefits, or quantities which they do not have or that a person has a sponsorship, approval, status, affiliation, or connection which he does not. By representing that goods or services are of a particular standard, quality, or grade, or that goods are of a particular style or model, if they are another. By advertising goods or services with intent not to sell them as advertised. By representing that an agreement confers or involves rights, remedies, or obligations which it does not have or involve, or which are prohibited by law. By failing to disclose information concerning goods or services which was known at the time of the transaction if such failure to disclose such information was intended to induce the consumer into a transaction into which the consumer would not have entered had the information been disclosed Because Conn's have engaged in the unlawful acts and practices described above, Conn's have violated and will continue to violate the law as alleged. Stay away from them you will be trapped like me and my family and get nothing but excuses on how they refuse to fix the issue at hand. I am referring this to the Attorney General Office. This predatory to all Texas citizens.

Business

Response:

Thank you for the opportunity to respond

to Mrs. [redacted]’s complaint. Our records show on 7/5/13, Mrs. [redacted] purchased a LG

washer and dryer with a 24-month Repair Service Agreement Plan, washer hose,

dry cord, dryer duct with clamp and delivery totaling $1996.95 with a 12 month

cash option. On 7/12/13, Mrs. [redacted] also purchased a

Sony Vaio Fit laptop and a Trendwood media chest totaling $1407.23 on a Conn’s

installment loan contract. After further review and research, our records

indicate Mrs. [redacted]’s cash option was voided due to non-payments for the months

of December 2013 and January 2014. On2/26/14, Mrs. [redacted] contacted us for

assistance regarding her account; Mrs. [redacted] did take advantage of Conn’s

Extension Plan which allows customers to bring past due account(s) to a current

status. As listed on Mrs. [redacted]’s signed and received contract under “Truth-In-Lending

Disclosure Statement” Late Charge: Section (b): If a payment is not paid in

full within 10-days after its scheduled due date, you will be charged interest

after maturity on each installment not to exceed the highest lawful contract

rate under state law. At this time, we are unable to honor Mrs. [redacted]’s request

to reinstate the cash option on her account due to non-payments; Mrs. [redacted] is

responsible for the accrued balance. We have attached Mrs. [redacted]’s signed

contract and general loan ledger in our response.

If

we may be of further assistance, Mrs.

[redacted] please contact

Customer Service at [redacted]

Kind regards,

Customer Relations

Review: To whom this may reach, I am having a rough time getting conns to honor their extended warranty on my washer and dryer. The technician called me back and stated that he could not fix my dryer and washer because of abuse, some type of customer abuse. I have not done anything but use this washer and dryer for washing clothes and nothing more. My warranty ruins out [redacted]. Now it is like Conns people telling me that it is a problem, after I completed my last payment last month. Please assist. I do not like throwing money down the drain, or being used for someone else gain.Thank you, [redacted] ###-###-####Desired Settlement: Fix or replace the washer and dryer.

Business

Response:

Review: My husband and I purchased a bedroom suit from Conn's in Phoenix, AZ in late February 2014. The suit included a platform bed frame. After a week of having the bed frame my husband's back issues worsened. He now sleeps in a recliner because he cannot sleep in the bed purchased from Conn's. The bed frame is constructed in a such a way that you have to put your legs over the wooden part of the frame to get out of bed. The only thing supporting our mattress is thin 1/8 in. slats with a nylon strap attached to each side. Our mattress sinks into the frame so that it is now very low compared to the height we had with our old frame. The model in the store showed that the mattress set up higher. We are convinced my husbands back issues have been exacerbated with the new bed frame- not our mattress as it is less than three years old.Desired Settlement: I want to be able to exchange the bed frame for something that works. My husband's health has declined since we purchased the bed frame. I was told that there are no exchanges which is unacceptable. Surely something can be done to resolve this issue. The answer cannot be too bad, so sad you're out of luck!

Business

Response:

Thank

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

2/16/14, Mr. [redacted] purchased a bedroom set and 48 month Furnituregard from us. At the time of purchase Mrs. [redacted] was given a

policy envelope which states we have a No Return or Exchange on furniture.

Our

records do not show a service call has been set-up on the furniture pieces to

date. Mr. [redacted] may contact our service

department to schedule a service call to assess the repair needs. Our service department can be reached [redacted]

If

Mrs. [redacted]’s has any additional questions or concerns please contact us at [redacted]

Kind

regards,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint.

How can a company legally have a "no returns/exchanges" policy???? This bed has affected my husband's health! He sleeps in a recliner because he cannot sleep in the bed that was purchased from Conns!

Regards,

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted] additional comments. At the time

of purchase Mrs. [redacted] was given a policy envelope which states we have a No

Return or Exchange on furniture.

If Mrs. [redacted]’s has any additional questions or

concerns please contact us at 1-877-358-1252.

Kind regards,

Review: Ill keep it short and to the point / I had a tragic incident happen to me, as I was moving I had my belonging in an automobile ready to be moved, it started to rain so I decided to wait to move my stuff till the morning so that I do not ruin my electronics, so I parked my stuff and went inside, the next day I come out my house to find all my belonging stolen, I made a police report on the stolen items, submitted it to cons claims company, I waited 2 months to get approval to have conns replace my stolen items I sent in every item they requested and then and the end of the 2 months I was told I was denied because the claims company could not get any information from the police dept. I find it hard to believe they could not get any information. I gave the incident report number and it public records so all the information is there for them to see. And I sent them a copy of it as well. I was paying on my items while its was pending. I am very upset with the fact they will not replace my items. Why do we pay for insurance if youre just going to deny it. Not a good way to conduct business.Desired Settlement: all I want is to have my stuff replaced so I can continue to make my payments like I always have

Business

Response:

Thank

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

#[redacted]. Mrs. [redacted] stated she filed an insurance

claim because her product was stolen and her claim was denied.

According

to our records, Mrs. [redacted] signed a 30-month retail installment contract on

February 9,

2014. This contract also included

a 12-month no-interest promotion. This

contract also included property insurance.

Mrs.

[redacted] filed an insurance claim on February 2, 2014 with Assurant. Assurant received the notarized statement;

however, they have been unable to confirm the loss. The police department stated the

investigation is on-going and they cannot release any information at this

time.

Since

Assurant is unable to verify the loss and they cannot obtain the required

information, the claim has been denied.

Once the police have concluded their investigation and Assurant can

access the required information, they will research the claim

again.

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,

they said I signed a 30 month contract on February 9, and filed a claim on February 2nd. that would be impossible, I filled the claim on February 28th at conn's but it did not go through so then I sent it in again a couple of days later. the insurance company never told me they would re look at my claim as soon as the investigation was finished. they just said it was denied. nothing else can be done.

Business

Response:

Thank

you for the additional opportunity to respond to Mrs. [redacted] concerns

regarding account #[redacted]. Mrs. [redacted] should have received a letter in the

mail from Assurant stating that her claim was denied due to them not being able

to obtain the information from the police department. The letter also stated

that Assurant would review the case again once they are able to obtain the

information from the police. Until that time, the claim will be denied.

Review: I purchased a couch and loveseat from Conn's Oklahoma City location on a 1 year same as cash option. In [redacted] of [redacted] that cash option expired. Two months before the cash option expired I found out that I had several insurance policies that were included in the payment. I was aware of one when I purchased the couch/loveseat. I went to the local store, filled out a form to have all but one cancelled and they faxed it to the corporate office and showed me that it went through. I called to check pay off several times during the next few weeks and it had not changed. I called and the person answering stated they never received it and emailed me another form. I filled it out faxed it in and called to confirm they got it. She stated that it would apply to my account in 24-72 hours. It did not. This went on with me sending the info in and telling me they did not received, only had one person to process and could take months etc... When it came to payoff time I asked several times for them to give me the what the payoff would be after the credits applied and could not get an answer. They wanted me to pay off and then wait for the refund. It had been such a mess I refused. I finally within a day of two of payoff got an amount from [redacted]. I immediately during that phone call paid the account off. I called everyday and it still showed a balance. I was assured that it was not a problem and that even if the credit did not apply before my payoff date they would just have me file a dispute and it would not be a big deal. The payoff amount given to me ways $32.00 short and now they insist that I pay interest. I have called and tried to file a dispute, they say there is no such paperwork. They refuse to credit the interest. They refuse to let me talk to a manager. I have notes with eveyones name and employee number that I have talked to. I understand that if I was given the wrong amount and owe them $32.00 then I need to pay that. I should however not be punished for their error.Desired Settlement: I would like them to remove the interest from my account since I was incorrectly quoted a payoff. I have the name, employee number and exact amount of payoff written down. I have no problem paying them the $32.00 I owe them.I have additional documentation of each encounter with names and employee numbers if needed.

Business

Response:

Review: I purchased a suit of appliances at a local Conns store, including a dishwasher, washer, dryer and refrigerator as well as a stove. During the purchasing process, the salse associate asked about installation of the dishwasher., and named the price at 119.00. I asked if I could delay the installation, since I wanted some work done in the kitchen first. He said yes, but failed to mention that the price would be much higher if I delayed the installation. If I would have been given the correct information, I would have had the appliance installed immediately. After a few days, I went to the store to inquire about installing my dishwasher. I was referred to the manager, who let me stand there waiting for him for 20 minutes, while he talked to various sales associates. I was there with my 20 month old grand daughter, and finally lost patience and followed him. He then told me he had to take a phone call, and let me wait another 10 minutes, while talking to more sales associates. Finally he got around to talking to me, and told me the installation could be scheduled, but it would cost more than at the initial delivery. I pointed out that this was not disclosed to me at the time of purchase, and he said that this is their policy. I then called back the next day to get the info on the installation, and was handed from associate to associate, until I was finally quoted a price of 359 for installing a simple dishwasher. The dishwasher itself cost only 429. I called back to the customer service line, and let them know that I was not given the correct info by the sales associate, and this delayed the installation. I made numerous phone calls, and finally called Beaumont Headquarters, wanting to speak to management. I was again given the run around, and finally spoke to a female who identified herself as a manager. I also was delivered a severely damaged inoperable dryer, and still waiting on a response about that, as well as a fridge where water maker and ice dispenser are not functioning.Desired Settlement: I want the dishwasher installed at the original quoted price, and get a functional dryer as well as refrigerator. I also want to let it be known that Conns engages in unethical business practices, and the manger or supposed manager whom I spoke to lied and said she would refer me to a resolution department, yet they never called me. I called back on that and again was told I would get a call back, but it never came. Thereafter I was told that a resolution has been found not in my favor.

Business

Response:

Thank you for the

opportunity to respond to Mrs. [redacted]’ complaint. Our records show on 7/19/14, Mrs. [redacted] purchased

a Samsung refrigerator with installation, a Samsung washer and dryer, 3 wire

ring cord, a washer hose, 3 wire dryer cord, a dryer duct with clamps, a

Frigidaire electric range, a Samsung dishwasher, and delivery. Mrs.

[redacted]’ signed invoice indicates a dishwasher installation was not purchased

and we were instructed to drop off the dishwasher only. Therefore, the

dishwasher would be installed by someone other than Conn’s. Conn’s is

willing to install Mrs. [redacted]’ dishwasher, however she will need to pay the

dishwasher installation fee of $119.95; and Conn’s will waive the second

delivery charge.

Mrs. [redacted] was

scheduled for delivery and received all her items on 7/26/14 in good order. We show Mrs. [redacted] contacted service

on 7/28/14; stating her dryer was

making a loud noise. A service call was scheduled; upon the inspection

the technician found the dryer was damaged on side and could not be bent back,

the technician deemed the dryer was non-repairable. Therefore, Mrs.

[redacted]’ dryer was approved for an exchange. Mrs. [redacted] was given a

credit of $300 which is the original amount paid. As of 9/05/14, Mrs. [redacted] has not

elected a new dryer. Mrs. [redacted]’ exchange is still active; she may

visit her nearest Conn’s location to initiate her exchange.

Mrs. [redacted]

contacted service again on 8/08/14, regarding her

refrigerator; stating the unit was not dispensing water and making a loud

noise. A service call was scheduled; upon the inspection the technician

found the refrigerator child lock was set causing the unit to not dispense

water/ice. The technician disabled the child lock the setting; tested the

unit and tested ok up to the manufacturer specifications. At this time we

are unable to honor Mrs. [redacted]’ request to exchange her refrigerator; based

on the technician service report the refrigerator is operating correcting and

does not meet the qualifications for an exchange.

If we may be of

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

Kind regards,

Consumer

Response:

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

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. This is a conditional acceptance, and if the businesses promises are not kept, I will pursue this matter further, referencing my complaint to the Revdex.com.

Regarding the response by Conn's:

I have never received any contact from Conns regarding my dryer. I made numerous phone calls, and was told that the issue was settled and I needed to contact the manufacturer regarding the damaged dryer. Every time I called, I was told the matter would be investigated further and I would receive a call back. The calls never came. The fact that I have a $ 300 credit is complete news to me, and was never communicated to me, prior to filing my complaint. I even called Conns Headquarters in Beaumont, asking to speak to management to state my concerns. I was told by someone identifying herself as a manger that my concerns would be given over to the resolutions Department, which would contact me within 5 days at the most. This phone call also never came, and when I called back, no one knew about my call or concerns. Regarding the refrigerator, it was never a concern, nor part of my complaint. The dishwasher is still not installed, and sitting outside on my patio.

Regards

Review: WE PURCHASED A CREDIT ACCOUNT WITH CONN'S IN DECEMBER 2012. WE HAD BEEN PAYING ON THE BILL AND WE HAD TO CHANGE BANK ACCOUNTS. THEY NEVER WOULD CHANGE THE INFORMATION IN THE SYSTEM SO IT WOULD GO TO A CLOSED ACCOUNT AND BOUNCE. IT TOOK 8 PHONE CALLS AND THREE HOURS ON THE PHONE TO GET TO SOMEONE THAT WOULD CORRECT IT. THEN IN FEBRUARY 2013, WE CALLED CONN'S TO PAY OFF THIS ACCOUNT BECAUSE WE HAD ENOUGH. WE ASKED FOR A PAY OFF AMOUNT AND WAS GIVEN A PAYOFF AMOUNT OF 1859.04. WE PAID IT. NEVER RECEIVED A CALL STATING THAT IT WAS NOT APPROVED OR ANY OTHER INVOICES OR ANYTHING SO I CALLED AND WAS TOLD OUR BALANCE WAS ZERO AND IT WAS PAID IN FULL. TEN MONTHS GO BY AND WE GET A PHONE CALL STATING WE OWE 11 CENTS. THE SUPERVISOR STATES HE WILL CLEAR THIS OFF AND WE WILL NOT HEAR ANYTHING AGAIN. TWO DAYS LATER AND THEY START BLOWING OUR PHONE UP STATING WE STILL OWE MONEY AND THAT WE BETTER PAY. THIS IS FRAUD. SO TODAY I GET A PHONE CALL FROM [redacted] AT THE SAN ANTONIO LOCATION HARASSING ME AND THREATENING ME AT MY JOB. CALLING ME EVERY HOUR. WE DON'T OWE THIS MONEY!Desired Settlement: THE PHONE STOP, THEY FIX OUR ACCOUNT, AND THEY BE CHARGED FOR INADEQUATE HARASSMENT ALONG WITH A LAW SUIT TO FIX MY CREDIT THAT THEY HAVE RUINED.

Business

Response:

Review: A customer rep called me for payment day of my payment due. I told her that was fine and I needed to change due date to [redacted] instead of [redacted] She took payment information,and said fine on due date change. As I looked at my account I noticed 2 charges on my bank statment. I called and was told it would be credited, but will take a few days. After not seeing the credit, I called back. More run around. After two weeks, and numerous phone calls, a lady called me back to tell me she was mailing refund. I have yet to receive it. Now I receive a call, at 830 in morning from them asking for payment. She said that due date could not be changed, because I asked for 11 days out, and they can only do 10. No one informed me of this. I have been told there is no magic button, to give me back my money. I feel this is harrasement, they have thier notes and still call. I told them if they continue to harrass I will take items back, they said it is voluntary repo, and the calls will still be coming...can't even enjoy products.Desired Settlement: If this continues, I will get an attorney and would want to return products. But, I donot want this on my credit and calls to stop. I am doing my part, I make my payments. There is no reason for the phone calls, because they are unorganized.

Business

Response:

Review: We bought a LG washer in February of In November of the machine went out during cycle locking the lid with a load of wet clothesConn's was notified and in approximately week a technician was dispatched to our residence at which time he identified the problemPart was ordered and in approximately week he returned to repair machinePart was changed out technician left and in hours machine broke again with an identical problemEntire process starts again, no priority or hurry up occurred so in approxweek a technician was dispatched, problem identified as exactly as beforePart was ordered with an additional part this timein approximately week machine was repaired againLast of January machine breaks again with the exact same problem and as of today, February [redacted] machine remains brokenThe service system Conn's has set up is ridiculous as wellYou go through a progression of runarounds and when you finally reach someone they can't tell you much information.Desired Settlement: I believe the product we purchased is a lemon or if Conn's has experienced similar results from like machines I would like a different manufacturer of machine in a like price range
Business
Response:
Thank you for the opportunity to respond to [redacted] complaintOur records show
on 1/**/13, [redacted] purchased a LG washer and dryer with us and has a 1-year
manufacturers warranty which expired on 1/**/Our records show completed service calls on
file prior to [redacted] warranty expiring
We show [redacted] contacted us on 11/**/and stated her washer
would not turn onA service call was
sand upon inspection the technician found the main pcb assembly needed to
be replacedThe part was ordered then
once received it was installed on 12/*/
[redacted] contacted us on 12/*/13, and stated her washer would not
turn on againThe technician determined
the main pcb assembly that had been previously installed had failedThe technician reordered a main pcb assembly,
as well as an inverter board and lid switch
The part was reordered then installed on 12/13/Before leaving the technician tested the
washer and everything was working properly
[redacted] contacted us on 2/*/14, stating the lid was stuck and
there was no powerA service call was
sand the technician replaced the main pcb assembly again and filter on
2/**/We do not show any additional service
calls on file
We sincerely apologize to [redacted] and [redacted]
for the experience they have had recently with their washerAlthough [redacted] washer does not qualify for an exchange under the terms and
conditions of the manufactures warranty, the main pcb assembly does have a 90-day
part warranty
If we may be of further assistance, [redacted]
may contact us at [redacted]
Sincerely,
Customer Relations Officer

Review: I had two accounts with Conn's 1 1/2 years ago. I had a dispute about the balance, which took them several months to clear up. I satisfied the balance they told me I owed, and haven't heard from them until the last few weeks. They claim I owe an additional $34.00 plus dollars from late fees. The final payment was on hold because of the dispute, and the person told me to hold off on the final payment until she came up with the correct amount. She finally calls and tell me what to pay for a final payment on my last account that was open. I never heard anything else until now, and they are harassing me every hour on my home and cell phone.Desired Settlement: I desire that this company be compelled by their employees to audit my account, and help their inefficient and unprofessional staff stop calling for money I do not owe them. Also, I do not want this company to enter me as bad credit. I would be insane to allow 34.00 ruin my credit, but it is the principle involved.

Business

Response:

Thank you for the opportunity to respond to MR. [redacted] concerns regarding account #121869533. Mr. [redacted]

stated he paid the full balance on account #[redacted] in September 2013, and he

has started receiving collection calls as of July 1,

2014.

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

retail installment contract on June 21, 2012. Mr. [redacted]’s invoice balance on the account

was $1499.40. He

paid a total of $1160.61, leaving a remaining balance of $338.79.

Due to the confusion regarding the account balance, we

will offer Mr. [redacted] a goodwill concession for the remaining outstanding

balance and close the account. We have not reported any negative credit

marks to the credit agencies concerning this account.

Mr. [redacted] will receive a close-out letter within 30

business days to retain for his records. We value Mr. [redacted] as a customer, and sincerely apologize for any inconvenience he has

experienced due to this matter.

Consumer

Response:

From: [redacted]

Sent: Friday, July 04, 2014 11:25 AM

To: drteam

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

Dear Revdex.com: Thank you for your intervention on such an inferior matter. I will accept the offer of this company (Conn's) to proceed with other important things in my life. Although it is inaccurate, I will accept their offer. Again, thank you for your promptness in this matter.

Respectfully,

Review: I purchased a dinning room set for my wife in December 2012. One of the chairs broke on Feb ** 2014. We call the store in Arlington where the purchase was made and we are still paying on this merchandise. Spoke with a salesman named [redacted] who informed us that we would need to speak to Customer Service they would send someone out to look at the chair to see if was repairable if not we would receive credit. We were not looking for credit just the chair to be repaired or replaced as it is now broken and can't be used. We started the calling at 6:30 PM spoke with [redacted] at customer service who stated the warranty was up in December 2013 and we were transferred to the Customer Service Center spoke with someone named [redacted] who stated we would have to pay for someone to come out and then transferred us a furniture store that was closed. At 7:30 called back to the store and spoke with [redacted] who informed us there was nothing he could do and to have a nice day and hung up. My wife called back at 7:35 and again spoke with [redacted] who then put her in contact with her supervisor [redacted] who informed my wife that she knew what she wanted but that was not going to happen. She transferred my wife back to the Customer Service Center in which she spoke to someone named [redacted] who informed my wife they would not send anyone out to look at the chair and it would not be repaired. We are STILL paying for this table and 4 piece chair set which is now a 3 piece chair set because this chair is broken. I feel that something should be done about this as I am making monthly payments. If this is the case then Conn's does not guarantee their products or customer service. I would appreciate a response as a paying customer who is VERY unhappy and to know my legal rights after an hour of calling and speaking with several people

Product_Or_Service: December 2013

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

I would like the chair repaired or replaced by Conn's as this is what I was informed when we called the store.. If I have to pay for it out of pocket, then I should be able to use of the $ 120. that I pay to Conn's to have the chair replaced or fixed.

Business

Response:

Thank

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

records show on 12/**/12, [redacted] purchased Crown Mark Miranda dinette set

with a limited 1-year manufacturer warranty, and delivery totaling $804.98. Our records show [redacted] contacted us on

2/**/14, regarding his counter stool; stating the back of the chair of broken.

[redacted] service order was cancelled because his warranty expired on 12/**/13

and he did not purchase any additional FurnitureGard.

If we may be of further assistance, [redacted]

may contact us at [redacted]

Kind regards,

Customer Relations

Review: This complaint is for a delivery rebate issue. I followed the instructions of the rebate form as requested by Conn's. I have all documentation and delivery confirmation of date rebate form was delivered with original forms submitted. I was denied on the first request for the reason stated - Purchase date not valid for this offer.Went to the store and was told I followed the correct procedure and purchase was made within the correct time period and to call customer service. I called customer service and was told to resubmit forms. Resubmitted forms and still have not received my rebate. I have called customer service 3 times to request a call back from a district or regional manager. To date I have received no phone call from either. Conn's wants to charge a delivery charge but will not issue a rebate.My second issue is for a water line that I was told was required for installation. This item was not required and they will not issue a refund. I have spent over $25 to resolve these issues to no resolveDesired Settlement: I just want my rebate and refund for item they told me I needed for installation + postage and fax fees.

Business

Response:

Thank you for the opportunity to respond Mr. [redacted] complaint. Our records show on 4/21/14, Mr. [redacted] purchased a Frigidaire refrigerator, a GE ice-maker kit, and elected to have his items delivered. Our records show Mr. [redacted] submitted his rebate form and the rebate claim was denied due to his purchase date was not valid. Although our records indicate Mr. [redacted]’s rebate form was resubmitted and is currently being processed, Conn’s has agreed to concession his delivery fee and apply a credit of $86.59 to his Conn’s credit account. In regard to Mr. [redacted]’s ice-maker kit Conn’s has agreed to return or exchange unit. Mr. [redacted] will need to visit his local Conn’s store for processing.

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

Kind regards,

Consumer

Response:

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

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