B And B Movers

Review: I purchased what I thought was a brand new frigidair french door refrigerator at conns less than 30 days ago, purchase price of $1,599.99 with a 2 year service plan for $199.99. Once it was delivered the service /delivery guy told me to wait a little while to let the refrigerator cool before storing food in it. A couple days later I went and purchased over $300.00 dollars in food to load up my brand new refrigerator. The next morning I had to leave for a week of training out of town. Upon returning home I discovered all my food was spoiled and the refrigerator had a foul smell. The next day I called conns service department and they informed me all they would do is call me back within 72 hours with a repair company to come and see what was wrong with the refrigerator. I was very upset only having this product less than 2 weeks I felt I was sold a lemon product! I called the store I purchased the refrigerator from and spoke with the manager and he refused to do anything and said I would need to call corporate . I called the service department back Monday afternoon after not receiving a call from them, they told me they were working on a repair company still. Being frustrated I called the corporate office explaining my issue and that I would appreciate a new refrigerator since that is what I bought. They refused and stated I would have to have a repairman come see what is wrong with it. A few days later the repairman came out and stated I would need a new circuit board. I called corporate back and told them a product I just purchased should not have this big of an issue already , they still refused to do anything for me. I've spoken to multiple employees of conns and everyone refuses to make this right, all I hear is they can expedite my complaint to management and I will get a phone call within 72 hours. I have yet to get a call from management regarding this matter.Desired Settlement: I want a new refrigerator one that actually works and not refurbished. Or I would like 30% off my original purchased price since in all actuality since my Refrigerator is less than 30 days old and already has to have the main component replaced its refurbished.

Business

Response:

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

4/22/14, Mrs. [redacted] purchased a Frigidaire French door refrigerator with a

24-month Repair Service Agreement Plan. On 5/3/14, Mrs. [redacted] contacted

service stating the refrigerator was not cooling. A service call was scheduled

for 5/8/14; upon inspection the technician found the circuit board needed to be

replaced. Once parts became available the circuit board was successfully

installed, unit tested ok. On 6/4/14,

Mrs. [redacted] was contacted by a Service Manager to discuss her concerns and

she informed them that her unit was fully functioning and has not had any

further issues with the unit. At this time, Mrs. [redacted]’s refrigerator does

not meet the qualifications for an exchange due to the unit was successfully

repaired; no credit is due to Mrs. [redacted]’s account at this time.

If we may

be of further assistance, Mrs. [redacted] may

contact Customer Service at [redacted]

Kind regards,

Business

Response:

Thank you for the

opportunity to respond to Mrs. [redacted] additional comments. I have confirmed Mrs. [redacted] was sold a

new refrigerator which was delivered from our warehouse. Most manufactures offer warranty from the

time of purchase because products can fail at any time, which is what happened

with Mrs. [redacted]’s refrigerator. We

regret Mrs. [redacted]’s refrigerator did not meet her expectations. As a gesture of goodwill Conn’s is willing to

discount the refrigerator and credit Mrs. [redacted] GE account $481.29. Conn’s ask that Mrs. [redacted] please allow

7-10 business days for the credit to post.

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.

I will accept the the offer given as long as they are still sending me my food voucher for the food lost (approximately $400 worth of good) and the warranty is still in effect that I purchased?

Review: 5/31/2014Conns department storesCustomer ServiceOffline Dept.This is the second time I have sent a copy of the invoice showing zero balance on my account and a recite showing the restocking del. fee paid. (Reference FedEx office Fax 5/13/14 sent to your office.)Please remove any thing showing I owe you money, and remove the information you have sent to my credit bureau show I was delinquent. This should have been handled by your department in March of this year. The next phone call I get should be telling me it has been taken care of. The follow is a recap of my doing business with your company.On February 27th I purchased a Samsung washer and dryer set from Conns Department Store in the Cottonwood Mall in Albuquerque. Sale was a promotion for 6 month same as cash delivery with set up included. The units were delivered to my home and set up on February 28th and my wife followed up by using he machine to wash some cloths. After trying to use the machine we found it would not wash the clothes clean and did not fill with water enough to cover the cloths. After numerous attempts on the 27th and 28th we called customer service and explained the problem. They told us we were using the wrong soap. I explained we were using the soap stated in the service manual from Samsung and the problem was not filling with water. We again tried everything they suggested short of filling a bucket full of water and dumping it in the machine. Then I called the store and told them I would like to exchange the units for their top of the line units that would work at my expenses of over $1000.00. They told me to call customer service they could help me. I then called customer service on 28th of February and explained I was not satisfied with the units I had bought and would like to return them and purchase units which worked and was willing to pay for the higher priced units. I was told I would need to pay a $170.00 restocking and delivery them the store at my expenses. I return the productDesired Settlement: I returned the product and got a invoice showing zero balance and paid the $170.00 to cover the restocking and del. charge which I should not have been charged. Now they have been calling for two months first to pay for the product I do not have and second pay for a delivery fee which the store said the 170.00 would zero all balance. This is the worse company I have every dealt with, customer service is zero and it seem their are no one with the company who can make a decision.

Business

Response:

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

concerns regarding account #[redacted]. Mr. [redacted]

stated he purchased a washing machine that he was not happy with and paid a

restocking fee of $170.00 but account is still opened.

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

retail installment contract on February 27, 2014. Mr. [redacted]

returned the merchandise on March 6, 201; however there is an outstanding invoice

balance of $85.59 for a delivery fee.

We will concession the delivery fee of $85.59, reverse

the two late fees assessed on the account, reverse any negative credit marks Mr.

[redacted] received and close the account. We have also

placed a cease and desist on the phone numbers associated with Mr. [redacted]’

account.

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

days of the account closing. Please note, it can take 30-60 days for the

credit bureaus to update the information.

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

any inconvenience he has experienced due to this matter.

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. It was amazing to me it took this long for Conn's to make the right decision. I can't express how satisfied I am with the professional way the action was taken by the Revdex.com except to say, thank you so very much. :-)

Review: I am filing a complaint with conns. I have two accounts with them and they call me if I am late one day which is ok because I understand they have to call if you are past due to collect payment. however, the problem I have is they are calling my phone multiple times per day and leaving messages on my voicemail multiple times. This is against the FDCPA laws. They should only be leaving a message on my voicemail once per day. This is harrassment and I need it stopped immediately before I bring up a lawsuit.Desired Settlement: I would like the calls stopped immediately of more than once per day. Please only call once per day and that is it if I am past due. thank you.[redacted]

Business

Response:

Thank you for the opportunity to respond to Mr. [redacted] concerns regarding his accounts. Mr. [redacted] stated he receives phone calls multiple times per day when he is past due on his

accounts.

According to our records Mr. [redacted] signed a 32-month

retail installment contract on March 17, 2013 for account #[redacted] and a 30-month retail

installment contract on March 13, 2014 for account #[redacted]. Account

#[redacted] is due on the 17 of each month and account #[redacted] is due on the

26th of each month. Mr. [redacted] purchased two separate accounts from Conn's creating a call attempt for

each account when it/they become past due. To prevent

call attempts, we can offer Mr. [redacted] a good-will due date change on each

account to coincide with his pay cycle.

Please note, the accounts will have to be paid current in

order to request the due date change.

Business

Response:

Thank

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

regarding his accounts. Mr. [redacted] stated he receives phone calls multiple times per day when he is past due on his

accounts.

According

to our records Mr. [redacted] signed a 32-month retail installment contract on

March 17,

2013

for account #[redacted] and a 30-month retail installment contract on

March 13,

2014

for account #[redacted]. Account

#[redacted] is due on the 17th of each month and account #[redacted] is due on the

26th of each month. Mr. [redacted] purchased two separate accounts from

Conn's creating a call attempt for each account when it/they become past

due. To prevent call attempts, we can

offer Mr. [redacted] a good-will due date change on each account to coincide with

his pay cycle which

would possibly prevent calls so that he has ample time to make payments before

his account(s) become past due. If Mr. [redacted] would like to stop all calls

he can submit a cease and desist request in writing and fax it to

877-404-2431.

While

we disagree with Mr. [redacted]'s comments regarding violations, as Conn's is a

creditor, we hope that the offer of adjusting the due dates will be agreeable to

resolve his concerns regarding call attempts.

Consumer

Response:

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

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

Review: We paid our account in full via of telephone with a representative of Conn's. She gave us the payoff amount and we paid it. Months later we received a bill for over $2000.00 saying we now owed the interest because the account was not paid off timely. I contacted the corporate office many, many times with no help at all. I asked them to go back and listen to their recording of the conversation with me on the date the account was paid off. Nothing!!! I went into the store. The sales rep at the store said that it was the insurance on the invoice in the amount of $262.98 that they did not tell me about that they had added interest to. I again talked to corporate office. I did authorize insurance and relayed this to the corporate office. Still no help!!! We began getting at least 5 collection calls a day for months. I did pay a few payments because of their threat to turn us over to the Credit Bureau. This was against my better judgment but we were in the process of buying a house and did not want our credit ruined. We have had approximately 5 accounts with Conn's and have always paid them in full without paying interest. This has been a nightmare! I now found out they did turn us over to the Credit Bureau and we are very upset. We are still receiving calls everyday from a Debt Collection Agency.Desired Settlement: We want this removed from our Credit Report!

Business

Response:

Review: I purchased a dishwasher and a refrigerator totaling almost $3000 on aug 24th. I used the dishwasher 3 times then it quit starting. I contacted the store requesting it be replaced. I did not want a repair to a brand new appliance that I had only used 3 times. They refused and sent a repair man. the repair company gave me an 8 hour window something in my 53 years have never heard of. Yes a 4 hour window but never an 8 hour window. I waited until 4 ;30 pm after calling them at 8am that morning and being told they would be at my home in 3 hours. I then got another call pushing me back another 3 hours. This cost me $ 200 in a days pay. The repair man was unable to fix it. he had to order a part making it be another week for it to come in and get the repair done. The part came today. I called the customer service 3 times requesting a replacement not a repair. Each time they said they would get back to me and never did. Today they said I would have had to wait 30 days from the first time I reported it broken. Thats crazy! I am supposed to make my first payment today on a credit card I got from them. I have a broken dishwasher and I am supposed to pay them for it. I want a new dishwasher brought to my home and installed or I want them to come get it and credit my account.Desired Settlement: I would like a replacement and a store credit for the $200 I missed in pay

Business

Response:

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

Our records show on [redacted], Mrs. [redacted] purchased a GE dishwasher with a 1-year

limited manufacturer’s warranty and received delivery on [redacted] in good order.

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

service department on 9/12/14 stating the washer will not start any cycles.

Mrs. [redacted] service appointment was scheduled by the manufacture on [redacted];

upon inspection the technician found parts needed to be ordered to complete

repairs. Our records show parts were scheduled to arrive on [redacted] however; there

was a delay receiving the parts from the manufacture to complete repairs. Once

all parts were received Mrs. [redacted] was scheduled for repair on [redacted]; the

technician installed the parts and tested the dishwasher, the unit tested ok.

As of [redacted], we have no further indications of any issues Mrs. [redacted] has

regarding her dishwasher.

At this time Mrs. [redacted]’ dishwasher does not meet the

qualifications for an exchange; the unit has been repaired and no further

credit is due.

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

Review: in December I called and paid off my account with a representative. In april I ran my credit report and there is a hit on there for conns for 15 dollars stating the account is thirty days late. I called the conns and talked to a representative that stated she saw that the account was paid off in December. doesn't know why the 15 dollars came up on there. said that she would file with corporate so that my credit could be reinstated but I am still waiting to get a return call...this has been over a week and I don't feel I should have to call back for their mistake...Desired Settlement: I want my credit reinstated. this have affected my credit score. I have done nothing wrong and I want this fixed immediately....

Consumer

Response:

this is still not resolved. no one has contacted us regarding this matter and it is still on my credit report

Business

Response:

Thank you for the opportunity

to respond to Mr. [redacted] regarding account #[redacted]. Mr. [redacted] stated he called our automated

system in December to obtain a payoff quote.

He was quoted $294.98. Mr. [redacted] called back and made the payment the next day.

Our records indicate Mr. [redacted] contacted our automated system on January 1,

2014 and received a payoff amount of $294.98. He called back on January 2,

2014 and processed a payment for the quoted balance.

The additional $15.55 was due

to property insurance assessed on the account on the evening of January 1, 2014. This amount was not reflected in the payoff quote

through our automated system because it accrued overnight. We will refund

the $15.55 to Mr. [redacted] as well as remove the credit mark from his credit

bureau. Please note it may take 30-60

days for the credit bureaus to reflect the updated information.

We value Mr. [redacted] as a

customer and sincerely apologize for any inconvenience he has experienced

regarding this matter.

Thank you,

Credit Help Desk Specialist

Conn's

Review: I BOUGHT A LIVING ROOM SET FROM CONNS AND I NEEDED REPAIRS. I HAD A TICKET FOR REPAIRS IN SEPTEMBER, AND THEY DIDN'T FINISH THE JOB UNTIL NOVEMBER. THAT TICKET WAS NOW CLOSED, AND THERE STILL NEEDED TO BE REPAIRS FINISHED, SO THEY OPENED ANOTHER TICKET IN DECEMBER. AND TO THIS DAY I HAVE NOT RECEIVED PARTS TO FINISH THE FIRST JOB! I CONTACTED CONNS AND THEY TELL ME ITS "QUALITY FURNITURE'S" FAULT. WHEN TRYING TO RESOLVE THIS MATTER, WHEN SPEAKING TO CONNS THEY PUT THE BLAME ON QUALITY, THEN WHEN SPEAKING TO QUALITY THEY PUT THE BLAME ON CONNS. ITS JUST A CIRCLE THAT KEEPS GOING ON.Desired Settlement: ALL I WANT IS FOR EITHER QUALITY OR CONNS TO FIX MY LIVING ROOM SET. ISN'T THAT THE MAIN REASON FOR BUYING EXTENDED WARRENTY? IF THEY CAN'T FIX THE PROBLEM THEN CONNS NEEDS TO REPLACE MY LIVING ROOM SET.

Business

Response:

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

10/**/11, [redacted] purchased a Catnapper Cortez furniture set with us and

48 month Furnituregard plan. [redacted] contacted us on 9/**/13 stating the arm rest was tearing on his

loveseat and the head rest was bubbling on the sofa. A service call was set-up and upon inspection

the technician found the headrest bubbling was a result of wear and tear which is

not covered by the warranty because the furniture set had not been properly

maintained. The technician also found the

tack strip was coming off he reattached the strip and ordered covers to repair

the tearing. [redacted] contacted us

again on 12/*/13 and stated he was having a new issue with the loveseat and

sofa. After researching [redacted] complaint

I found there was a miscommunication and a delay with the parts needed to

complete the repair. [redacted] was

contacted on 1/**/14, and Conn’s agreed to exchange the sofa and loveseat due

to the availability of the parts needed to complete the repair. In addition Conn’s has offered [redacted] a

discount on the new furniture set they selected. [redacted] will be in the store to complete

the exchange and pick up his new sofa, loveseat and recliner. We would like to apologize to [redacted]

for the experience he had with us.

If I may

be of further assistance, [redacted] may

contact me at [redacted]

Kind regards,

Customer Relations

Review: On Nov. 16,2014, I obtained a line of credit through conn;s. I purchased a washing machine,and king size mattress with box springs. I recieved said items on Nov. 22,2014. Delivery crew put box springs and mattress on frame of my bed. I made sure the bed and washer were the brands I had selected. I signed paperwork, and drivers left. Upon retiring to my new mattress,I discovered it was not firm as I had purchased, but soft. I cannot sleep on a soft mattress,as I have lower back problems. Nov.23, delivery man called to make sure everything was to my satisfaction, I then told him no the bed was wrong, right brand wrong type. He told me that is what was on my reciept. My reciept does not say anything about being soft, or firm. I have since discovered the word "plush" is a meaning used for mattresses in the industry meaning soft. Had I known when I recieved the mattress I would of made them take it back. On Nov 24I I went back to the store and confronted my salesman, he stated there was nothing he could do, I asked for manager, not in. I called later that day spoke to a manager explained the salesman put wrong order in for delivery. He pushed issue to corporate office. They contacted me stating they would not give me an exchange because that is what was on the order. So I now have a $1500 bed that I cannot sleep on, I have been sleeping on my couch since. I donot understand why they cannot rectify this problem,I even offered to pay extra for the right bed. I am at my wits end with this,they're salesman made the mistake why do I have to pay for that mistake? All Im asking for is justice

Business

Response:

Thank you for the

opportunity to respond to Mrs. [redacted]’ complaint. Our records show on 11/16/14;

Mrs. [redacted] purchased a [redacted] mattress with a limited

manufacturer’s warranty. Mrs. [redacted]’ delivery was scheduled and received in

good order on 11/22/14.

We reviewed Mrs.

[redacted]’ complaint and found on 11/25/14; she contacted our customer helpdesk

department stating her mattress was too soft. Mrs. [redacted] stated she received

the correct brand of mattress however; it was not the firm mattress she

selected and requested an exchange. After further review and research, we

confirmed with the sales representative and store manager located in Las Vegas,

NV that mattress Mrs. [redacted] received is the correct mattress she elected to

purchase in the store. Mrs. [redacted]’ signed her contract and invoice

acknowledging her purchase with Conn’s which list the model number for the

[redacted] she received. Mrs. [redacted] was notified that

Conn’s has a No Return or Exchange Policy on mattresses unless a manufacturer’s

defect was found and deemed irrepaiable.

At this time we are

unable to honor Mrs. [redacted]’ request for an exchange on her mattress; she has

received the correct mattress that is listed on all documents Conn’s provided

her prior to receiving her mattress.

If we may be of

further assistance, Mrs. [redacted] may contact us at 1-877-358-1252.

Sincerely,

Dyeisha [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10337054, and have determined that this proposed action would not resolve my complaint.

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

Regards,

I did not recieve the right mattress, have not slept on mattress, and dont accept response.

Review: I purchased a Samsung Washer & Dryer pair from Conn's on 03/02/2014. This is the first dryer I have purchased to be put on a pedastal. I had to wait until the contractor could come to drill the hole and run the dryer vent after I picked up the dryer, since we did not know the height of the dryer vent. I wanted to run it straight through the wall and not use a flex hose. The first day I tried to use the dryer it did not work. It ran for about 30 seconds and stopped. I contacted Conn's Manager ([redacted]and their service department. They scheduled a technician to come out. That was a few days of waiting. The technician determined a board to be bad after a consult with his office technician. The part was ordered and came in about the 3rd of April. The technician came out and installed the part today, 04/08/14. That part did not fix it either. It is still doing the same thing. They are oredering the part again plus another board that may be bad also. I contacted Conn's service department and was told they can not replace the machine until after 30 days from the first service call. In the meantime, I have no way to dry my laundry. This has been a major inconvenience, but this does not matter to Conn's. I was originally told by [redacted] that I do not have a warranty because I did not buy the dryer cord from them, and I should take it up with the store I purchased the cord from. I will not do business with this store again. I found out after the sale had been made, they do not keep any stock on hand, so I had to wait until the next week to get it. I was also told they do not deliver to my location. It has been a very poor experience for me and has had me so angry I was shaking. Shame on Conn's for advertising 100% customer satisfaction.Desired Settlement: I would like to have a new dryer delivered to my home and for them to pick up the one that does not work this week.

Business

Response:

Thank you for the

opportunity to respond to Ms. [redacted] complaint. Our records reflect on 3/2/14, Ms. [redacted] purchased a Samsung washer, dryer and pedestals with a manufacturer’s warranty

only. Ms. [redacted] contacted us on 3/25/14, stating

her dryer was not working and started smoking.

A service call was set up with a factory authorized technician and after

replacing 2 recommended parts he reported the dryer was still not

repaired. Ms. [redacted] has been contacted

regarding her concerns and Conn’s has agreed to expedite the exchange on the

dryer as well as the matching washer and pedestals. In addition we have agreed to waive the

delivery charge to pick up the old set and deliver the new one. The exchange

has been keyed, and Ms. [redacted] may visit her closet store to reselect at this

time.

We apologize for the

inconvenience this caused her. If we may be of further assistance, Ms. [redacted] may contact us 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 the only option open to me. While I do appreciate another washer & dryer, I did have to pay more more for a product that I did not really care for. There was not enough selection to choose something I would like, so I feel as though I had to settle. In my opinion, I should not have had to pay more money for a less desirable product. I asked the salesman to see if they could reduce the price to be comparable to what I paid for the Samsung pair, but was told they could not lower their price. I have no complaint with the salesman, just the store manager, their policies and Samsung. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I purchased a 20.5 cu ft Frigidaire refrigerator from their Round Rock, TX on May 31, 2014. On July 7, 2014 my refrigerator wasn't blowing or anything. I called the location where I purchased it from and was given the service department number on July 8th was told a technician would be contacting me a service order had been placed. Now considering this is a needed item I have 24 hours and no word so I called the service department back and was advised it's a 24-48 hours turn around and that my ticket had been turned into Frigidaire. I was of course confused because that was not mentioned the previous conversation. The rep provided me with a call number [redacted] & a contact number for Frigidaire. I contacted Frigidaire who apparently is in charge of seeing this up only to be told that it would take the next week for a technician to get out to my home. I was very upset about this and advised that would make an enter week without an refrigerator and ask was there not any other repair companies in my area. The agent was not very helpful but after asking for her supervisor finally began to reach out to other contractor's in my area. She was not able to find any and at the end my appointment was still for Monday July 14th between 8-12. Monday no repairman and I was rescheduled to Wednesday without my knowledge and a new call ticket [redacted]. The repairman came from tnt repair and his recommendation was that Conn's replace it. I called back to service and was transferred to customer relations for my request spoke with [redacted] who advised my issue was being escalated and turned in and would be 24-72 hours to hear from them. Needless to say that time has pass no word so I called service this morning spoke with [redacted] whom advised no notes at all from my call last week and I was transferred to [redacted] in customer relations whom I've been on hold with and assuring me this will be handled but I'm not feeling very confident and now she's advising additional 72 hours.Desired Settlement: If they are not going to replace the refrigerator then refund my account the purchase price and come and get the defaulted one so that I can go elsewhere to get a new one. I'm being told 72 hours for additional review but still not agreeing to replace it as the technician recommended.

Business

Response:

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

5/21/14, Mrs. [redacted] purchased a Frigidaire refrigerator with a 1-year

limited manufacturer’s warranty and received delivery on 5/31/14 in good order.

On 7/8/14, Mrs. [redacted] contacted us stating the refrigerator is not cooling. A

service appointment was set up by Frigidaire on 7/14/14 due to the unit is only

covered by manufacturer’s warranty. Upon inspection the technician found parts needed

to be ordered for repairs however; the technician did not order the parts

because Mrs. [redacted] informed the technician that the unit was going to be

replaced therefore the service order was cancelled. We do not show where an

exchange was approved by Conn’s to reselect a new refrigerator. A new service

order was opened on 8/01/14 to order the necessary parts to complete the

repairs on the refrigerator. Once the parts become available, Mrs. [redacted]

will be contacted by the technician to schedule an appointment to install the

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

exchange due to the unit is repairable; service will need to continue.

If we may

be of further assistance, Mrs. [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.

I agree with most of the statement made by the Conn's representative with the exception of where I told the contractor that the appliance was going to be replaced by Conn's. As I stated in my original complaint, and have witnesses to state that the repair technician told me in his opinion I needed to call Conn's for a replacement due to the same issue would continue to happen. When I contacted them, they told me that there were no notes from him nor was I ever informed that they would not consider replacing the appliance. I have had several tickets created on my account and it wasn't until 08/06/2014 after refusing to provide a payment to them that I was told my original ticket was still in operation and all that I needed to do was contact the contractor TNT and they would order the part. I have since then done so and still no part and still no working appliance. They need to state the facts and not create stories on accounts to avoid addressing people issues. My complaint is still not resolved because, I have complied with every step they have asked of me yet my refrigerator is still not operational.

Regards,

Business

Response:

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

5/21/14, Mrs. [redacted] purchased a Frigidaire refrigerator with a 1-year

limited manufacturer’s warranty and received delivery on 5/31/14 in good order.

On 7/8/14, Mrs. [redacted] contacted us stating the refrigerator was not cooling.

A service appointment was set up through Frigidaire on 7/14/14 due to the unit

is only covered by manufacturer’s warranty. Upon inspection the technician found

parts needed to be ordered for repairs however; the technician did not order

the parts because Mrs. [redacted] informed the technician that the unit was going

to be replaced therefore the service order was cancelled. We do not show an

exchange was approved by Conn’s for Mrs. [redacted] to reselect a new

refrigerator. We were informed by the manufacturer that the necessary parts to

complete the repairs on her refrigerator were ordered on 8/1/14. We followed up with the factory authorized

provider and discovered as of 8/20/14 the compressor is still on order.

We attempted to contact Mrs. [redacted] 8/20/14,

but was unable to reach her at that time.

Due to the delay Conn’s has agreed to exchange Mrs. [redacted]’s refrigerator. We sincerely apologize to Mrs. [redacted] for

the experience she has had as a result of her refrigerator failing. Mrs. [redacted] may contact her nearest Conn’s

to schedule delivery.

If we may

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

Kind regards,

Review: I purchased a couch in February of 2012. Within a few months the couch had broke. Due the couch not being able to be fixed, I was provided with a new one. The new couch eventually started to have the same issue. I requested for a service technician to come out to my home (September 2013. The first scheduled service call was canceled by conn's service department and a new date was set. This set their visit over a month past my original call. When the technician came out, he took photos but made no adjustments to the couch. I did not hear back from conn's so I followed up. At that point they told me there was no documentation of the visit and I needed to contact the service department. The service department passed me back to conn's which began the back and forth. I was not interested in scheduling a new appointment because it requires me to take off work. Eventually I decided to schedule a new appointment. This was for 8/28/2014. I took off work and waited till about 30 minutes after the Kast est time quoted and called the service department. At this point I was informed that the technician had come by but reported I was not home. The customer service rep was then able to bring up the information from the visit in November 2013, but said there was no resolution. She submitted an exultation and said I would receive a response within 72 business hours. Once again I did not hear back from conn's so I called a week later. At this point I was told there gad been a resolution all along which was the technician had fixed the issue. A week later I called and scheduled another service appointment. The technician was running late, attempted to reschedule but to my protests agreed to come out. He could not discover a technical reason for the area to sink in, but said he had to attempt to fix something for conn's to consider a replacement. He placed webbing under the springs for additional support. When we tested it out, it was determined that it did not fix the issue. He stated he put that in his notes for conn's knowledge. Today I called to discover the resolution, because once again I did not receive a call. I was told that the technician had stated the webbing solved the issue and the case had been closed. Their resolution; schedule another appointment.Desired Settlement: I would like to either have a replacement couch provided, or have it properly fixed so I use my entire rather than portions of it.

Business

Response:

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

complaint. Our records show on 3/07/12, [redacted] purchased an

[redacted] which consisted of two pieces; right side facing

chair and left side facing chair with a 48-month Furnituregard Plan on both

pieces. [redacted] elected to pick her furniture up from our [redacted], ** location; [redacted] signed acknowledging she received both in

good order.

We received [redacted]’s complaint and found due to prior

issues with her furniture dated from 6/04/12; on 6/14/12 an exchange was approved for

[redacted] to replace her furniture set. On 6/16/12, [redacted] elected the same

furniture set and requested to have this furniture set delivered. We show

on 6/17/12, [redacted] signed

acknowledging her furniture was delivered and received in good order.

We show [redacted] has contacted our service department on two

different occasions regarding both pieces of furniture dated from 10/10/13 to 9/05/14. [redacted]’s last

service was placed on 9/05/14 she contacted us; stating both

her left and right facing chairs were sinking in. A service call was

scheduled for 9/18/14; during the inspection the

serviceman reported the springs and support beams were up to the manufacturer

specifications; the serviceman installed (6) strips of webbing for additional

support.

At this time we are unable to honor [redacted]’s to

return/exchange her furniture. Based on the serviceman report the both

pieces are up to the manufacturer specifications.

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

us at [redacted].

Kind regards,

Review: In 03/2013 I went into a sore at the Dallas Conn's to pay 2 accounts off in full to avoid any interest being added after promotion period. I paid over $2200+ which is the same amount I verified the balance was 3 weeks prior. I verified with a assistant manager(African female) that this balance was paid in full and no additional fees would be added or accrued. I checked my credit 02/2014 and noticed there was a $700+ balance which showed this account was still open and active and current. From there, I went in the store which the assistant manager no longer works. they gave me the cr to contact someone. I contacted the customer service dept, customer relations department, warranty department, and the collections dept with no resolutions. I was told I should have read the contract which showed a balance of $85.00 for insurance. I was advised a store wouldn't be able to see this charge and it is up to the customer to handle this matter. I spoke with 5 different escalation reps and/or supervisors who were only willing to send me a copy of my contract rather than fix the issue. I was told the $85.00 accrued interest over 1 year and now over $700.00. I inquired why haven't I received past due invoices and/or calls pertaining to this matter. I was told the system showed that I was paid up until 03/2014. This makes no sense. If I was paid up for 1 year then the account should not be accruing interest. I am very disappointed, frustrated and appauld that Conn's would ruin my credit over $700 that is not mistake when I paid the account in full and invested over $4000.00 with their company. I have even met with the store manager who has attempted to help but never returned calls or resolved the issue. this is horrible customer service. I verified before making this payment and went by the store employees and/or the assistant manager. I should not be liable for been given the incorrect information and/or the store not having proper tools which is causing misleading information to the customer.Desired Settlement: This account needs to be paid off by Conns and removed/closed from my credit showing paid in full with no negative comments.

Business

Response:

Review: Brand new [redacted] washer has been repaired once. The product is only one year old. Broken again. Have to wait two weeks for repair. This is not t

Wahing machine one year old. Will not spin. they have come to the house oncde and is broken again. This goes on and on.. When I call I will have to wait two weeks for a service appt. I call and get transferred from one person to the next. Same with dish waser. Installed incorrectly and flooded the kitcher. So upset . Conns is horrible.Desired Settlement: I want the applicance fixed and fast

Business

Response:

Review: I sent a letter to the Conn's Corporate office on March 29, 2014 and as of today (just over two weeks), I have not received a reply, in reference to my complaint. The laptop in which I purchased on August 29, 2013 has had problems constantly and was taken in for repairs five times in about a six month period. (The first repair was only five days after the purchase). Since then, we have taken it in for repairs five times and is still not working properly today. Due to the constant problems, I requested a replacement, which they denied. So, in the letter to the Corporate office, I requested a "cancelation of the contract." I am not sure if there is such a thing as a "lemon" laptop, but as I told them, I believe that is what I have. My husband refuses to take the laptop in again for repairs, since they have failed to make complete repairs, in the past. It may appear that it is working when we are at their repair service location, but it does not work properly when we leave there. As a matter of fact, the repair technician was still having problems on it when we where there on March 6, 2014. When I purchased this "new" laptop, I expected it to operate like a "new" one, not a "refurbished" one.Desired Settlement: I would like to get a refund for what I have paid into my account and just cancel my contract and not have to deal with Conn's any longer.

Business

Response:

Thank you for the opportunity to respond to [redacted] complaint. Our records show on 8/29/13, Mrs. [redacted] purchased a Toshiba Satellite notebook with a

25-month Repair Service Agreement totaling $757.73. We have reviewed Mrs.

[redacted]’s service history and found the 5 service calls on file were due to

software issues. Although Mrs. [redacted]’s

issues were not functional failures. The

repair service agreement covered the system restores to resolve the issues. Therefore, we are unable to honor Mrs.

[redacted]’s request for a refund. Mrs. [redacted]’s service

history is as follows:

9/03/13- Mrs. [redacted]

contacted us stating her notebook was not reading the disc and asking to

delete programs. A remote technician attempted to troubleshoot the

notebook over the phone, but then requested Mrs. [redacted] to bring the

notebook in for review. After

inspecting the computer the technician found the CD/DVD drive was not

connected to the internet and educated Mrs. [redacted] on how to use the disc.

11/19/13- Mrs. [redacted]

contacted us stating the notebook’s pop up blocker was not allowing her to

print out documents. The remote technician found Mrs. [redacted]’s

notebook had an operating system and configuration issue; this issue was

fixed remotely and unit worked properly.

12/02/13- Mrs. [redacted]

contacted us stating she was having the same issue as before, the pop up

blocker was not allowing her to print any documents. The remote technician found Mrs.

[redacted]’s notebook had 1800 errors; Mrs. [redacted] was advised unit would need

to be taken in to service for further assistance. Mrs. [redacted]

brought her computer into service and the notebook was completely

restored, tests were completed and unit tested ok.

2/06/14- Mrs. [redacted]

contacted us again stating her computer was having a lot of pop up issues.

The technician determine the operating system software had to be restored,

once complete the computer tested ok.

3/05/14- Mrs. [redacted]

contacted us regarding her notebook; stating the unit was not connected,

showing internet error, could not go to folders, and settings show unit

connected. A technician ran a diagnostic test on unit and no problem

were found; Mrs. [redacted] requested to have the unit restored, item was

restored and tested ok.

A copy of the Repair Service

Agreement has been included in our response.

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

Kind regards,

Conn’s Customer Relations

Review: I went into Conns furniture and appliance store in October2013, I was looking to buy a sofa set. I was approved and picked out a nice sectional and a television. I was able to take to T.V that day. On the way to the car the sales person almost dropped it off the cart, my daughter and I had to catch it to keep it from hitting the ground.The sectional was to be delivered in two weeks. When I got my T.V home I called and reported it had a nick on the screen, I was told to call corporate,who set up a service call. The service guy came and said he couldnt be sure who caused the damage, it must have been one of my kids. Then he told me they would NOT fix the T.V It was my problem,and he left. The T.V still has the damage because Conns refused to fix the problem. Secondly, when the two weeks came and my sofas hadnt showed up, I was given some excuse that all the sectionals that came in that week were damaged and unless I wanted a damaged sofa I would have to wait. Another week came and went, I had to keep calling to store and corporate to find out what was going on. I was the notified that I would be given TWO $50.00 gift certificates for being so patient. I did recieve ONE gift certificate, but four weeks later I had only recieved HALF of my sectional. I was told by the manager that he would resubmitt the requested for the gift certicate, actually I had be told this several times. Eventually my other half of my sectional showed up, the delivery guys put the sofa in my house and left leaving me to attach the feet, which wasnt and easy job since not all the holes were drilled.It was a HORRIBLE experience dealing with Conns in Round Rock. They seemed to busy to be burdened with actual customers. I will not recommend any one there nor will I ever shop there again.Desired Settlement: I would like Conns to fix my television and give me my other $50.00 gift certificate that I was told by the manager I would recieve.

Business

Response:

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

records [redacted] purchased a 50” Toshiba television and a Harriston 3- piece

furniture set with us on 10/**/13. We

show [redacted] picked up the television from the store and signed knowledging

she received her product in good order.

[redacted] contacted us on 11/*/13. Stating there was a white dot on the

top right corner of the TV, a service call was set-up and upon inspection the

technician found a scratch on the screen.

[redacted] was advised the manufacture does not cover damage.

[redacted] has been contacted and Conn’s has

agreed as a gesture of goodwill to exchange her television. [redacted] will need to bring her television

to the nearest Conn’s in the original box to complete the exchange. We have included a copy of [redacted]'s sign invoice in our response.

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

contact me directly at [redacted]

Sincerely,

Customer Relations Officer

Review: The fridge went out. we called the service for repair. we were told they would contact us after 48 hours. The call was made on Friday. we did not receive a call till the following Thursday. After they called they scheduled an appointment for Jan 8, 2015. The fridge is completely out. we had to borrow a Neighbors fridge temporary. the fridge was out the Friday before Thanksgiving. The man shows up on 1/8/15 and stated we did not have the fridge on and left. How did we know we had to have a broken fridge plug in. We were not told. The fridge has been placed outside. Each time we called to find out when we were going to receive a call about our repair, we were told we had to wait. When they called they still stated we had to wait. How is a customer going to be without a fridge for that long of a time. The repair man was very rude and just walked out the door without saying anything to us. he just stormed out mad.Desired Settlement: we want a new fridge. we should not be treated as we are nothing. The bill was paid off fast without any problems on our side. Conns should be more considering to their customers.

Business

Response:

Thank you for the opportunity to respond to [redacted] complaint. Our records show on 5/04/13, [redacted] purchased a

Frigidaire side-by-side refrigerator with a 24-month Repair Service Agreement.

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

under the Terms and Conditions of his Repair Service Agreement. Our records

show we no longer have the refrigerator [redacted] purchase therefore; we

issued a store credit to re-select another refrigerator for up to $949.97 which

is the original amount he paid. On 2/4/15, we spoke to [redacted] and informed

him of the approved exchange. We sincerely apologize for any inconvenience [redacted] experienced as a result of service delay.

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

service at 1-877-358-1252.

Kind regards,

Review: I purchased a washer, dryer and sofa from Conn's on May 13, 2014. A few days later, on May 15, 2014, Conn's delivered the items. We, my sister [redacted] and I, were taking the stickers and magnets off the front of the washer and found they were covering dents and scratches. My daughter, [redacted] was also there. We immediately called Conn's and reported it. They were going to send someone to look at the washer. After a few days and one additional call, no one called or came over so we drove to Conn's to speak with the lady that sold us the items...the manager told us the name of a lady, but the name didn't sound familiar, we told him that was not the lady, in fact we pointed to the lady that did wait on us but he said once again that she was not the lady that waited on us was off that day. We told him the situation and he said he would get with corporate and he or they would call me back. Corporate called several times about the washer but no one ever came out to our house. On June 26, 2014, the day BEFORE my first payment was due, a young man called me wanting my payment. I told him I would make the payment on the day it was due and then began telling him about the washer. He became very rude and told me the only way anyone would help me was to take a picture and send it to corporate. I'm 74 years old and have no idea how to do that. I called my daughter, [redacted]', to see if she could help me get someone to talk to me. My daughter called the corporate office and we had a conference call with them and they connected us with the lady that actually sold us the washer. Her name is [redacted]. After explaining the situation to her, she scheduled a time to come out to our house. She came to our house the first part of July and looked at the washer and acted very concerned and even stated it looked like they deliberately placed the stickers and magnets over the scratches and dents. She took pictures and said she would be speaking to her manager and corporate and that we should not only get a replacement but we should also get a discount. Several weeks went by and no one ever called or come back out. The first of August my daughter called the store and left a messa** for the manager [redacted]. She asked that he call me or her and for them to do the right thing without having to get an attorney involved. They promised to have a solution by the end of the day. Now no one will speak to us about the washer and now we are having mechanical problems with it as well.Desired Settlement: For Conn's to come and get the washer and give us a full refund. My sister and I are both old and widowed and this has been extremely stressful and upsetting.

Business

Response:

Thank you for the opportunity to

respond to [redacted]omplaint. Our records show on 5/13/14, [redacted]

purchased a ** washer and dryer with a 1-year limited manufacturer’s warranty.

[redacted] was scheduled for delivery on 5/15/14 and signed her delivery

ticket acknowledging she received her products in good order.

Our records show [redacted]

contacted our Customer Helpdesk stating after removing

the magnets and stickers that were left on the washer, she noticed the washer

was dented and appeared to be scratched. We requested that [redacted] provide photos of the washer damage due to no report made at the time of

delivery. Once we received the requested

document her information was submitted for review however due to a lack of communication the washer was not exchanged

in a timely manner. We contacted [redacted] on 9/29/14 regarding her concerns and agreed to honor her request for

an exchange. We followed up with

her on 10/01/14, after the washer was delivered and confirmed it was

received good order. We sincerely apologize to [redacted] for the

experience and any inconvenience that has been caused as a result of delay.

If

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

Kind

regards,

Review: n [redacted] I purchased a [redacted] (brand new) and soundbar from [redacted] at the location on [redacted]. I proceeded to set-up the TV that night with the recommended [redacted] wires and optic audio cable per instructions. The very next day I turned the TV on and the picture was blank with a message stating no signal. I proceeded to investigate and trouble shoot until I figured the solution was to unplug the [redacted] cables from the back of the TV and reconnect to get a picture. As the day went by I found myself having to disconnect the [redacted] cables every time the TV was turned on because there was no signal. I immediately called [redacted] and asked to speak with [redacted] who sold me the TV. They said he was on vacation and so I explained my situation to the employee over the phone who stated he could not do anything other than giving me a number to call the service department for help. I explained I bought the TV a two days ago and I would like to exchange because its not working properly. He advised there was a 15% return fee. I asked to speak to a Manager and he said the manager has stepped out and to call back later. I called several times that day with no luck of reaching a manager because he was busy.So I contacted the [redacted] service department and they sent a technician out a few days later to inspect the TV. The technician walked in looked at the TV and before inspecting the TV he said he already knew what the problem was. This specific model of TV does not read the signal from cable box. He stated it was a global issue and he has attempted to repairs this same issue on other [redacted] TVs. He stated he cannot fix the TV and said the only solutions is to use [redacted] log cable ([redacted]) instead of the [redacted] cable however I would NOT receive the High Definition picture and sound associated with the [redacted] cable. I explained I pay additional premium each month for HD channels through[redacted] and this is not acceptable.Desired Settlement: See attachment for complete details of complaint..I have never been treated so poorly and unimportant as a consumer. All I am asking is not for a refund but to exchange for TV that works! And I should not have to pay a 15% return fee on a $[redacted] brand new TV that has not worked properly since the very beginning. I have done all I could from a consumer standpoint. Ive followed [redacted] service policy and now I am stuck with a new TV that does not turn on properly like it should.

Business

Response:

Review: After calling in to make a payment my fiance and I were greeted with the automated system advising us that we had a zero dollar balance. At that point, on January 8th of 2015, we asked to speak with a customer service representative. The representative told of that the store we had made our purchase at had not actually sent the bill over to them yet so there was no balance to pay. I had asked, after having my fiance give the representative permission to put my on the account so I may speak on the accounts behalf, how we could make the payment. At that point the employee told us to not pay our bill until February. At this point I had made sure she clarified that if we were to not pay our bill, that we would receive no late fees or notices. I had even stated that we had a check book saying our first payment was due on the 18th of January. She again assured me that we would not need to make a payment until February. At this point we disconnected the call and budgeted for the bill for the next month. After about a week or so we received a call stating we were late on our payment. I tried to explain to them what had happen with the representative but was getting no where. No one seemed to want to help. The issue was escalated to a manager who again told me the same thing. "We are sorry you were misinformed but the contract still states you need to make that payment." So I told them I tried to make the payment and was told not too, and I again just got a sorry but that doesn't matter. I had the matter escalated again asking, or more like pleading with someone, only asking to not make my first payment until February, when we were told, since we no longer had those fund set aside. Still nothing, so I gave them the exact date and time of the call and asked them to pull the call to hear there employee say not to pay until the following month, but even after pulling the call, they just said in more words or less, "all we can do is try to train better, but the bill is still due." I again tried to explain that I now didn't have the funds because of what I was told, but no one will help me. I am exhausted with this matter. I have anxiety and there are causing my symptoms to worsen. I have never dealt with a company so uncaring towards there customersDesired Settlement: I want them to make my first bill due on February 19th of 2015 like the original representative had stated. I understand this would add that month to the end of my contract, but I want them to ensure no negative reporting onto mine, or my fiances credit report and that same agreement with their "same as cash policy" special that we were given be honored. I would also like a apology that they have no policies in place in order to fix mistakes made by their own company, and the stress they put onto myself and my fiance, who is the primary account holder.

Business

Response:

Thank you for

the opportunity to respond to Ms. [redacted] concerns regarding a Conn’s

account.

According to

our records, Ms. [redacted] is not a signer on the account she is inquiring

about. Conn’s has many data and privacy

measures in place when credit accounts are established. We take the privacy and protection of our

customers’ information very seriously; therefore, we are unable to discuss the

account with anyone except the account holder. Thank you,[redacted]

Business

Response:

Thank you for

the opportunity to respond to Ms. [redacted] concerns regarding a Conn’s

account.

According to

our records, Ms. [redacted] is not a signer on the account she is inquiring

about. Conn’s has many data and privacy

measures in place when credit accounts are established. We take the privacy and protection of our

customers’ information very seriously; therefore, we are unable to discuss the

account with anyone except the account holder. Thank you,[redacted]

Review: I purchase a camera during the Christmass Holidays for cash for $455. I was not told that it had to be returned within 15 days for a refund. I bought it Dec 23 and tried to return Jan 1 never opened it. I purchased it from the Northline store [redacted] ,Phone- [redacted].I was told that I couldnt return or exchange for anything else by the saleman and manager.I would like to see how this can be resolved cause I would like my money back. [redacted]Desired Settlement: I would like my money back

Business

Response:

On January 23, 2015 you provided the following information:

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

complaint. Our records show on 12/23/14, Mrs. [redacted] purchased a Samsung

Galaxy 2 digital camera with a 24-month Repair Service Agreement Plan.

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

customer helpdesk department on 1/21/15 stating she tried to return her camera

to the store on 1/01/15 but was told could she not return or exchange the unit.

Although Mrs. [redacted] has exceeded the 14-day time frame to return or exchange

her camera; as a gesture of goodwill Conn’s is willing to extend her the option

to return or exchange the camera with a 15% restocking fee. As listed on the

Return and Exchange Policy, the 15% restocking fee is due at the time of the

return/exchange and may not be financed. We apologize for any inconvenience

Mrs. [redacted] experienced during this process.

.

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

at [redacted].

Customer Relations

[redacted] ext [redacted]