B And B Movers

Review: On sep 9 2014 I purchased a air/heat unit.with a 24mo service agreement. On oct 15 turn the unit from cold to hot to adjust to the weather.when I switched the temp the unit didn't get hot so I adjusted temp to highest possible which was 86 left on for 2hrs the unit still remained cold.I call now the store to report the b problem the next day.the b assistant managers response was it was sold as is I asked him to look at my contract that it showed a 24mo service agreement. His response was call the service dept, so I did that there response was we dont service this particular unit anymore go to the store and tell them to do an over the counter exchange. So I took the unit to the spring store they said they didnt have a unit to replace the broken one so they told me to take the broken unit back home until they can call around and find us another one.I refused to take the unit back home so I left it there.went home and waited for a call after 3days had passed and still no call from anyone I called customer service and asked for a manager after speaking to 12 reps and explaining my situation. I had a rep tell me that he had spoken to b his supervisor that service dept was going to pick up the broken unit from the spring store tepair it and have it back to me within 24hours and that they would also give me a 80.00 credit for my troubles.that was a friday on monday I didnt hear anything so I called the spring store to see if b service dept had picked up the unit they said no I said is there a 80.00 credit in the sysyem they said there was nothing in the system about the broken unit or an 80.00 credit.im really frustrated at this point because it's going on a week I have no heat there is hole in my wall where the unit is suppose to go.so I called a supervisor again I got the run around we were sent to me 4 different stores to pick up a working unit and b each time it b was something different either they said oh im sorry the unit has been sold or we dont have any info about u coming to get a new unit.the next day I finally spoke to a manager by the name of aaron in the customer service dept who called around to find unit a try to resolve the issue he located a unit had the spring a tore to fax over a pick up slip and said that the [redacted] store which was an hour away has a unit for us so because of the past situation I called the store just b to be sure I spoke with a manager by the name of [redacted] he said yes the unit is here it just a little crack on the side.what a joke me and my wife drive an hour to the [redacted] store only to be once again disappointed they showed us the unit it was busted up so I asked does it work they said yes I asked can u plug it up please I just drove an hour there response was we cant test the product in in the store so I proceeded to look for an outlet I found one behind a cabinet.I plugged it in the cold air worked but not the heat just like the unit I had returned oh my god I was so upset I started crying because it had been a week in a half that my family had to sleep I. The cold so it hurt because my wife and daughter both have [redacted] we had to sleep in in coats hats socks and sweat pants because we live in a manufactured home.the manager said im going to help u because I understand your frustration so I will give u a new unit at the same price he said I will be right back he went to make a phone call he came back and said im sorry I can give you the unit but for 499.00 dollars. I was mad I could scream I didn't feel like I should had to pay anything extra because of everything I had to endure.I left the store with no unit and its 2weeks still with no heat.today is tuesday I called the manager back explained the situation he said he couldn't help any further and said he was going to refer the issue to the resolution dept he gave me a ticket number and said they will call me tomorrow at 9:30. So we will see what happens mean while we are still in the cold with the hole in the wallDesired Settlement: Payoff my account and compensate us for our pain and suffering of having so be without heat for two weeks. And also provide us with a working heating unit.I had to miss a days work without pay.

Business

Response:

Thank you for the opportunity to respond to [redacted]

complaint. Our records show on 9/08/14; [redacted] purchased a floor model GE

heat/cool air conditioner with a 24-month Repair Service Agreement Plan.

We received [redacted] complaint and found he contacted our

Customer Service department stating his heat/cool unit does not work when

attempting to use the heat. Our records show [redacted] unit qualified for an

over-the-counter exchange however; we no longer had the exact model available

in stock as this is a seasonal item sold at Conn’s. We attempted to locate another

heat/cool unit however; we were unsuccessful locating another unit for $280.11

which was the original amount [redacted] paid.

Our records show on 12/5/14; Conn’s processed a full credit in the

amount of $357.29 ($280.11 for heat/cool unit and $49.95 for warranty plus tax)

to close his account because we were unable to locate another unit; no further

credit is due at this time. We sincerely apologize for any inconvenience [redacted] experience during the exchange process.

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

Sincerely,

Review: I bought a dryer on Jan. [redacted], and it was delivered on the [redacted]. I called in a work order in on the [redacted] due to the dryer rattling when it was in use. They sent someone out on the [redacted] to look at it. The technician who came out determined that our dryer needed to be replaced, and it was scheduled for the [redacted] On Tuesday, Jan. [redacted], another technician called to schedule an appointment to come look at our dryer. When we called about the previous technician, we were told that there was no record of the previous visit and we would have to start over. The technician came on the [redacted] and was able to fix the dryer. Later that evening, the dryer began to rattle again. I called in the the customer service dept on the evening of the [redacted] to report the problem and was told someone would call on the 29th to schedule a time to come out. No one called on the 29th, so that evening I called again. This time I was told that a manager would be calling to set up an appointment on the 30th. On Feb. 3rd, I called in regards to this issue, and I have still not heard from anyone in response to my ticket that was placed on Jan. 28th.Desired Settlement: Due to the dryer being 2 weeks old from date of purchase, since I have already had to call about the same issue multiple times, I would like them to come replace my dryer with a new one at no extra delivery cost.

Consumer

Response:

I received your email on 3/**2014 inquiring about complaint #[redacted]. As of 3/*/2014, I have still not heard anything in regards to my complaint, and my appliance has still not been fixed. At this time, 4 people have come to work on my dryer, yet we are still having problems with it. I am still waiting for someone to call me in regards to the service that I received, along with trying to get my dryer fixed.

Business

Response:

Conn’s would like to apologize

for the delayed responses to [redacted] Revdex.com complaint. Our records show on 1/**/14, [redacted] purchased

a Samsung washer and dryer with us that came with a 1 year manufactures

warranty. Our records indicate [redacted] service history as follows.

1/**/14- Service was

contacted stating dryer was making a loud noise when in cycle- Upon inspection

the technician did not find a mechanical or electrical problem.

1/**/14- Service was

contacted stating the dryer started making a noise again.- a different

technician was dispatch and upon inspection he did not find a mechanical or

electrical problem with the dryer. He

did however; notice the dryer was unleveled so he leveled to correct the issue.

2/**/14- Service was

contacted stating the dryer was making a rattling and thumping noise.- a 3rd

technician was scheduled and upon inspection the technician did not find a

mechanical or electrical problem.

[redacted] has been

contacted and is aware if she continues to experience the same sound, an

appointment will need to be set-up with the manufacture for another opinion.

Sincerely,

Customer Relations

Review: We were searching for a gas range, and had trouble finding one in stainless steel that wasn'tdented or badly scratched outside or with deep gouges inside. We told the salesman about this,and he never mentioned that if we had the same problem at their store we would be charged a 15%restocking fee. We ordered the same model of range, and checked out three units only to findscratches, and on the third unit we felt pushed into accepting it. When I went to wipe out theinterior I found deep scratches that could rust when using the steam clean mode. I sent photosto Corporate, but it is hard to take clear photos and email them. They told me it looked to beonly cosmetic. I talked with [redacted], and [redacted] too only to be told I had tokeep it or pay the extra fee to return it. They didn't even send someone out to check the damageso they could see it was NOT just cosmetic. A customer should not have to pay to restock a product that is defective. Even their warranty and service departments told me it would rust.At one point a [redacted] told me the interior could be replaced, but the warranty department saidthat was not true. I knew I would have to lose the installation fee of $69.99, but I don't thinkI owed the restock fee of $129.00 for damaged goods. Thank you.Desired Settlement: All I ever wanted was to get back the restocking fee which was charged to me for a productthat was defective, and could not be repaired. They would not exchange it for that samemodel range, and they still would have charged to exchange the unit. We believe the wronglycharged fee of $129.00 should be refunded to us. Thank you.

Business

Response:

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

Our records show on */16/14, [redacted] purchased a ** gas range with a

36-month Repair Service Agreement Plan. [redacted] requested delivery on */2/14 and signed her delivery ticket acknowledging she received her range in

good condition.

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

our Customer Helpdesk department stating the range was delivered with deep

scratches on the inside of the unit. [redacted] was asked to provide

photos of the reported damages; based on the photos provided it was determined

the reported damages was a cosmetic which is not covered by the manufacturer’s

warranty or the Repair Service Agreement Plan. [redacted] expressed her

dissatisfaction with the range and requested to return the unit. [redacted]

was advised that she could return or exchange her range within 30-days with a

15% restocking fee. Our records show as of */22/14, [redacted] elected

to return her range with a Return/Exchange fee and received a credit in the

amount of $1179.18 to her [redacted] Card use to make the purchase.

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

refund the Return/Exchange fee of $129.00; the range was received in good order

with no reported damages on the delivery ticket.

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

us at [redacted].

Sincerely,

Review: We purchased sofas from Conns furniture in Centennial, Colorado. Within 3 weeks the cushion covers began to fray. A technician came out to inspect the sofas and ordered new cushion covers and then came back and replaced the cushion covers. This whole process took over 1 month. Within another 2 weeks, the new cushion covers began to fray. We called Conns service again and they sent the technician out. He was not very happy that he had to go for the same problem. We got a call from Conns letting us know that we can exchange our sofas. We went to the store to find out that they're only giving us the same sofas. These sofas are defective and should not even be sold. Even the show room sofas (same sofas) have the same issue and we pointed it out to the sales associate. I've made over 20 call to Conns corporate offices and I can not get a resolution. They will not do anything else except give us the same sofas. We are paying over $1500 for these sofas (financing) and they will not admit that this particular sofa model is defective. Can you please help us get a resolution?Desired Settlement: I would either like different sofas of the same value or the money back that we have invested. If we get back the money that we have paid, I want them to take the sofas and wipe out the remainder of the financing. But I would rather have better sofas.

Consumer

Response:

This letter is to inform you that Conn's has carried out to my satisfaction the resolution it proposed for my complaint, filed on 11/13/2014 12:21:43 PM and assigned ID [redacted]

Regards,

Review: This also contains customer services on visit to Conn's. I went in to see about my preapproval offer. I was approved and I purchased a dining set. I purchased a 850.00 set. I was offered free delivery upon I pay 129.99 and I would receive a rebate of that amount. I told the salesman that I could pick it up my self. He states that it would be assembled and delivered if I chose to have it delivered and that I would get my rebate of the delivery charge. He insisted that I choose this. I went along with the offer. I was told to fill out the rebate form and send it in. After a few days I got a message that I did not qualify for the rebate. The company said that I didn't purchase a single item of 499.99 so this disqualified me on the rebate. I called the store and talked to a couple of managers and they stated I should get the rebate. It was resent by one of the managers and again I was declined. I feel that I was just lied to get me to drop the complaint. I feel that the salesman should have said something about the fine details and not try to push the delivery. The price of delivery is not worth 129.99, this was a local delivery. This is price gouging and misleading the customers. I deserve to get my rebate.Desired Settlement: I deserve to get the rebate due me.

Consumer

Response:

This letter is to inform you that Conn's has carried out to my satisfaction the resolution it proposed for my complaint, filed on [redacted] and assigned ID [redacted].

Review: My husband recieved 15 calls to his cell phone begining on 10/27/14 from [redacted]: no messages were ever left on his voicemail. On 11/6/14 he aswered the phone to see who was calling again. The lady identified herself as being from Conn's Appliances. My husband asked her as to why she was calling and she stated that we owed $130. I then got on the phone and she gave the phone to a gentleman asking me to verify the last 4 digits of my social security and that he was calling from Conn's Collections. I refused to verify the number because I did not recall purchasing anything from the company and have not lived in Texas since 2006 and would have not purchased anything. The gentleman kept asking me verify the last four digits of my social and address. I then told him I was going to report him to the Revdex.com and he said he would take my phone number off. I then called Conn's customer service and the woman I spoke to verified the phone numbers that called me were from their San Antonio collections department. She then looked up my phone number to see if there was an account in my name and there was but has been payed in full & closed for some time. She could not verify why I was called by collections because I do not owe money and no longer have an account.Desired Settlement: I want them to stop contacting me. I want to be ensured this is not part of a fraud or a scam. I want the Revdex.com aware they are stating that I owe at the collections department but customer service verified I do not have an account.

Business

Response:

Thank you for

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

#[redacted] Mrs. [redacted] stated she paid

the account in full; however we are still showing a balance for her.

According to

our records, Mrs. [redacted] signed a 24 month retail installment contract on

October 17, 2013. This contact also

included a 6-month no-interest financing promotion. We received a payment of $200.00 on November

18, 2013 and a payment of $100.00 on January 5, 2014. On March 17, 2014 a letter was mailed to the

address on file for Mrs. [redacted] letting her know her Cash-option was about to

expire and what the remaining balance on the account was at that time.

The payments

made put Mrs. [redacted]’s account in paid ahead status and that is why she did not

receive any additional communication regarding the account until July 2014.

As of November

10, 2014 the payoff balance on the account is $533.11. This includes a past due balance of

$191.56. Please note, the account payoff

balance updates daily. If Mrs. [redacted]

would like to pay the balance in full, we ask that she contact us the day she

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

We have also

placed a cease and desist on the telephone numbers associated with the account

at Mrs. [redacted]’s request. We have also

attached a copy of Mrs. [redacted]’s signed contract as well as the payment history

on the account for her records.Thank you,[redacted]

Business

Response:

Thank you for the additional opportunity to respond to Mrs. [redacted] concerns regarding phone calls he has received regarding a Conn’s account. We have determined this account belongs to another

customer and Mrs. [redacted] phone number was linked to the account in

error. We have placed a cease &

desist on the telephone number provided by Mrs. [redacted] as of November 8, 2014. In the event Mrs. [redacted] receives any

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

address this matter further.

We sincerely apologize for any

inconvenience Mrs. [redacted] experienced concerning this matter. Thank you,

Consumer

Response:

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

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

Review: I purchased a LG. Washer and Dryer from Conn's Arizona Mills Mall location. Delivered Thanksgiving weekend the [redacted]. Installed and put on new hoses to washer. The units sit up high could not see the water connections. Four weeks later notice water leaking around the water heater. I called a plumber thinking it was the water heater leaking. It was not the water heater at all. The licensed plumber said the connections on the washer were leaking. He replaced the water hose and we took a picture of the water leak. It was his opinion the service department did not use proper hose for install. The repair charge was 215.79. The plumber said the water that leaked might cause mold damage to surrounding wood cabinets. I went in the Conn's explained to them the problem. I talked to a Manager named [redacted] He did a photo copy of service repair and said he would look into it. He stated the installation department would have to look into the problem and would call me . I waited and received no communication from installation department. I again contacted [redacted] at the store he said again he would look into and took my phone number again. I even took the time to fill out a written email to the customer service center. TO make a long story short this was never addressed from Conn's they keep making promises and did not follow up on the problem. They claim they strive for "5" star service. However once you walk out the store that's the end of your service.Desired Settlement: I want them to reimburse me for the repair bill of 215.79 and I want someone out to access the mold damage from the improper install of the hoses.

Business

Response:

Thank you for the opportunity to respond to [redacted] complaint. Our records show on 11/**/13, [redacted] purchased a LG high efficiency washer and dryer with a 24-month

Repair Service Agreement on both items, two LG pedestals, dryer duct with

clamps, washer hose, 3 wire dryer cord, and delivery totaling $ 2630.40. Our

records show [redacted] items were delivered and received in good order on 11/**/13. Our records show on 1/**/14, [redacted] contacted us regarding his

washer; stating the washer was leaking from its waterline connection. Our

records do not indicate [redacted] contacted Conn’s Service Department to have

to technician come out and assess the problem reported.

We have contacted [redacted] regarding his concerns and we

have requested for him to send a copy of the inspection provided by the plumber

as well as any photos he have available of the alleged damages to review.

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

contact Customer Service at [redacted]

Kind regards,

Customer Relations

Review: Conn's is the business to charge people Restocking Fees in the amount of 15%. Also the warranty cost is almost more the product.Desired Settlement: Want my restocking fee to be credited to my account. I had to pay a restocking fee for a defective merchandise.

Business

Response:

Review: My payment of $87.80 was due on [redacted]. 20, 2014 and I have a 10 day grace period to pay my bill, which would ultimately make the last day my payment is due to be due on [redacted]. 30, 2014. I made my payment, online, through Conn's system on [redacted]. 30, 2014 at 8:06 P.M. CST. For whatever reason, the payment was not posted to my account until [redacted]. 31, 2014 and Conn's has now applied a late fee to my account. Regardless of when the company decided to process my payment, the payment was made within the grace period and I should not be penalized for how or when they process their payments. The [redacted] that I spoke with refused to remove the late fee.Desired Settlement: I do not remember what the exact amount of the late fee, but I would like the late fee removed from my account and if my account was stripped of the "cash option" because of this, I would like my "cash option" status reinstated on my account.

Business

Response:

Thank you for the opportunity to respond to [redacted] concerns regarding account #[redacted] stated her payment was due on [redacted] 20, 2014 and

she has a 10 day grace period on the account. She made her payment online

through Conn’s system on [redacted] 30, 2014; however, the payment did not process until

[redacted] 31, 2014

which caused her to assess a late fee and to lose her Cash-option.

According to our records, [redacted] signed a

30-month retail installment contract on [redacted] 6,

2014.

That contract included a 12-month no-interest

financing promotion.

Her payment is due on or before the

20th of each month; however,

she will not assess a late fee if the payment is processed within 10 days of the

due date.

Conn’s does not offer a grace period on the retail

installment contracts.

[redacted] received a payment confirmation stating

that she processed the payment on [redacted] 30, 2014 with a payment date of [redacted] 31,

2014.

We have attached a copy of that payment confirmation

for [redacted] records.

As a one-time goodwill gesture, we will reverse the late

fee of $4.19 assessed on the account and we will reinstate the

Cash-option.

Going forward, we ask that [redacted] submit her

payments on or before the payment due date to avoid future late

fees.

We value [redacted] as a customer and appreciate her

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

Review: They had an advertised price on the shelf of $349.99 but when we went to check out it was $799.99.. So Im asking them to honor this pricing of $349.99 [redacted] Mar 23 07:44 PM

My name is [redacted], I was in your Conns Store today around 2:30pm, we were looking at your home theater systems. You had a salesman by the name of [redacted] that was helping us, very nice kid. We found the one that we wanted so we asked [redacted] to show it to us already set up on one of your TV's, so he did, it was awesome. The price was $354.99, and [redacted] confirmed this by looking at the price with me that was posted on the shelf with the box. But when we went to finalize the payment and everything the price was $799.99.... I asked the assistant manager to honor the price that was advertised but she gave me a very LAME excuse that corporate wouldn't approve it, I told her that corporate nor Conns wants a customer that shops here a lot to gripe and give ya'll a bad rating. So I'm asking for your help in this situation. Also FYI once I made the demand for Conns to honor that price the sales people came and pulled the wrong advertised price and put the correct one. So I actually saved you from someone else doing this also. I would like for Conns to honor the price as advertised.... That is the right thing to do here. So please will someone call me so we can discuss. Thx [redacted].......................Desired Settlement: I would like Conns to HONOR their priced as advertised on there shelf, PERIOD...........

Business

Response:

Thank you for the opportunity to respond Mr. [redacted] complaint. On 3/23/14, Mr. [redacted] went into the Central Expressway location in Dallas, TX to purchase a home theater system. The manufacturer of the home theater system Mr. [redacted] was inquiring about makes several models that appear to be the same. All home theater systems are displayed in one area. The model numbers are listed on the sales tag for items that are marked down. We have reviewed Mr. [redacted]’s complaint with upper management, and have determined that there was no error on the sales tags. We will not be able to honor Mr. [redacted]’s request and honor the price.

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

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

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

Regards,

The upper management has made a decision based on the wrong facts and I'm sure it was facts that there own employees told them.... I was looking at two separate models of surround sounds.. I choose the one that sounded best... They were two total different brands... The display tag had a price of $346.99 but when we checked out it came up $799.99 and your (Conns) own employees and a assistant manager seen this price as noted... They went to the main manager and he said he could not honor that pricing... I said that was wrong to lead a customers on like this.... I didn't make a scene or anything we just left the store... But the two Conns employees that seen the pricing was [redacted] and [redacted]. They seen this pricing as I stated. If you want to be dishonest than do be it..... Your upper management do nothing but say no.... Thanks , waiting for your response....

Business

Response:

Thank you

for the opportunity to respond Mr. [redacted] rebuttal. Mr.

[redacted] spoke with our Customer Relations department in March and was advised we

are unable to honor his request. We

researched his concerns immediately and did not find an error on the sales

tags. Conn’s sales tags list the price

and had model number below.

If we may

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

Review: We made our second major purchase at Conns on **/11/14 and bought a sectional, as well as a king size bed with matching dresser. I was unsure of the bedroom furniture, but our [redacted] assured me that it would be no problem to return or exchange the furniture. He stated that if we did not like the way it looked in the room, we could send it back at time of delivery for free or could return it later for a 15% restocking fee. This is Conns return/exchange policy except on furniture. Apparently furniture has no returns or exchanges. However, that is in direct contradiction to what we were told, and we signed nothing telling us about the furniture policy. The furniture was just delivered today, and I requested an exchange within 2 hours. I have been met with nothing but rudeness from everyone, including the store [redacted]. Conn's needs to be held accountable to what their [redacted] represented to us. I do not know if the [redacted] was ignorant to their policy, but it is my belief that he purposefully lied to get us to purchase.Desired Settlement: I either want to exchange this bedroom set or just return it. I am perfectly willing to pay the 15% restocking fee as was verbally discussed. Additionally, Conn's needs to have this information listed on the contract and invoices and have customers SIGN that they have read and understood this policy. As I stated, I believe we were intentionally mislead. The store [redacted] should also apologize for his rudeness as it is completely unprofessional.

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted] complaint. Our records show on **/11/14, Mrs. [redacted] was

approved and made a purchase under [redacted] with a 24-month Cash Option

Term. Mrs. [redacted] purchased a [redacted] bedroom set

which consisted of (4) pieces; headboard, footboard, QN/KG rails, and dresser

with a limited 1-year manufacturer warranty on all four pieces.

We attempted to contact Mrs. [redacted] to discuss her concerns, but

we were unable to reach her at this time. After reviewing Mrs. [redacted]’s

complaint we found she contacted us within 24 hours of her delivery. Although

we did not find where she was intentionally misled Conn’s has agreed as a

gesture of goodwill to honor her request and Return/Exchange her bedroom set

with a 15% restocking fee.

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

Kind regards,

Review: purchased a dishwasher on aug 30 2014..due to the renovation of our house we did not not install the dishwasher until sept.14,2014.A week later sept 27 and a half later as I was putting the dishes away the door start pulling apart..I called Conns baytown and suggested I call Service dept..Oct 3 service come out and I was told it would takes a week to order the parts..so I waited..almost a month later on Oct 27 2014 service came back and pull the door apart then told me he doesn't have the parts with him.Why did he come to my house?I dont know!I cancelled all appointments that day for the service guy only to find out that he doesn't have the parts..I called monday to find out when are they gonna come back..they said it could take up to a 2 wks or month ..depends if GE have the parts..I have 4 boys I spend all my time on the sink washing dishes..thank you so much hope this will help speed up the process..I just want my dishwasher.Desired Settlement: replace it if they cannot fix it..

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted] complaint. Our records show on 8/30/14, Mr. [redacted] purchased a GE dishwasher with

a 1-year limited manufacturer’s warranty. Mr. [redacted] dishwasher was scheduled

for delivery on 8/31/14 and received in good order; he did not elect to receive

Conn’s installation on his unit.

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

service department on 9/27/14 stating the door is falling off on the

dishwasher. A service appointment was scheduled for 10/3/14; upon inspection

the technician found parts were needed to replace the door. Our records show

there was a delay receiving all the parts for repair therefore Conn’s submitted

a request to the manufacture for a possible exchange however; the manufacture

denied the exchange due to the reported issue was not a functional failure.

Once we received all the parts Mrs. [redacted] service appointment was scheduled for

11/11/14 however; Mrs. [redacted] informed the service representative that they no

longer needed service at this time due to the dishwasher was being replaced

through their homeowners insurance therefore, the service order was cancelled.

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

exchange; we will need to continue with repairs if service is still needed. We

sincerely apologize for any inconvenience Mr. And Mrs. [redacted] experienced as a

result of the service delay and we will mail out a $50 gift card as a gesture

of goodwill.

If we may be of further

assistance, Mrs. [redacted] may contact us at [redacted]

Review: I am writing this complaint against Conn's Customer Service. I purchased a washing machine from them and also an extra repair warranty. I have called twice for issues with the washing machine. The last call is going on 6 weeks and still no washing machine repair or replacement. I have missed six days of work. I am given 800 numbers one behind the other and given the runaround. Conn's never gives me a direct answer and give me incorrect numbers to contact. They are not communicating with me and their selected repair contract. I find out a service date to come back to look at the washer after I call Conn's and they in turn tell me to contact the repair contract number. They set up repair dates without advising or asking me. It does not make since that I am without a washing machine for 6 weeks going on 8 by the time they can come out on a Saturday that I have to work 1.5 hours away from my home. Conn's is not taking into consideration I am out of money going to laundry mat, taking off from work and paying for something that I haven't used in 6 weeks now. I am constantly given the run around and no consideration on my time and schedule. I am not pleased that I bought an appliance from them and paid over what it is worth. Conn's customer service is not good at all.Desired Settlement: I have been inconvenienced for too long and feel that Conn's should have a new washer installed on a Saturday as soon as possible. I have been without a washer for 6 weeks and now have to wait until July 12th for a repairmen to come. I'm sure it will be more parts that will have to be ordered and less that 3 months the same washer will be broken again.

Business

Response:

Thank you for the

opportunity to respond to Mrs. [redacted] complaint. Our records show on 3/29/13 Mrs. [redacted] purchased a Samsung washer with a 48-month Repair

Service Agreement from us. Our records indicate Mrs. [redacted] was scheduled

for delivery and received her washer on 3/30/13 in good order. Mrs. [redacted] contacted us on 2/24/14 regarding her washer; stating her washing was making a loud

noise and shaking. A service call was set-up for 3/08/14, during the assessment

the technician found two parts needed to be ordered to complete the repair; on 3/12/14 both parts were replaced and the unit was working up to the

manufacturer specifications. Mrs. [redacted] contacted us again on 6/01/14, stating her washer was

displaying error code NF and not running a complete cycle. A service call

was set-up upon the inspection the technician found multiple parts were needed

to complete the repair. After reviewing Mrs. [redacted]’s service history

Conn’s agreed to exchange her washer. On 7/09/14, Mrs. [redacted]’s exchange

was approved and on 7/10/14 she elected model GTDP220EFWW which is scheduled to be

delivered on

7/12/14. We sincerely apologize to Mrs. [redacted] for the

experience and inconvenience she has had as a result of delay.

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 address Mrs. [redacted] additional concerns. . On 7/09/14, Mrs. [redacted] exchange was approved and on 7/10/14 she selected a new model which was scheduled

to be delivered on 7/12/14. The

following day if was found the model number listed on the invoice was for a

dryer and not a washer, the error was corrected and Mrs. [redacted] washer is

scheduled to be delivered on 7/19/14.

We sincerely apologize to Mrs. [redacted] for the experience and

inconvenience she has had as a result of delay.

Sincerely,

Consumer

Response:

This letter is to inform you that Conn's has carried out delivering another washer for my complaint, filed on 6/30/2014 8:58:44 PM and assigned ID [redacted] It was not to my satisfaction but I am closing this matter and will never do business with Conn's.

Regards,

Review: I went to Conn's on [redacted] in January 2015 and bought a Samsung dishwasher. After several hours in your store talking with your sales associate we decided on the one we bought, based on what he told us about the product vs. other products of dishwashers. The technicians came and installed it quickly and left. We used it several times and noticed that it was not cleaning the dishes properly, so we decided to change the soap we used. Upon doing this we still noticed the issue. I was called away out of town for work and was not using the unit nor was I available to have someone come look at it. When I arrived back home I used it and noticed that the dishes were not coming clean. And upon the dishwasher being finished the dishes were soaking wet, I have to dry them before putting them away. This thing does not dry the dishes. It also does not clean the dishes properly. I called for service. A technician came to the house and asked what was wrong I told him and he said oh well you were not properly educated when you made this purchase. The [redacted] dishwasher was built to purposely not dry the dishes to save on efficiency. But was told to use a rinse aid to help and when the dishwasher was finished I could open the door to let them air dry!!!! When I bought this thing I was specifically told it would dry the dishes. I was also not told that a normal cycle would take 3 hours to wash the dishes but not dry them. This is ridiculous. So according to the repair technician the unit works as it was manufactured. There is nothing wrong with the unit itself. I was highly upset with spending the type of money I did on a product that does not meet my needs or wants. I was mislead by the sales associate to get a sale instead of being educated properly on the different choices I had based on my needs. I would have purchased something different had I known this.

I contacted the assistant manager at the store and told him of the situation and he said he would call the service department and see what was going on and call me back. He never called. I called him several hours after not hearing from him and he said there was nothing he could do and he was sorry if I was misinformed. He had quite the attitude and I said ok well since you cannot do anything who is above you. He said I am the highest person, I said no, you said you were the assistant manager and I want to know what your boss's name is. He refused to give it to me. He said the only information he would give me would be the help desk number for customer service. He was extremely rude and unhelpful. Apparently just like the sales associates they hire and train to lie to customers.Desired Settlement: Since this item is unable to be returned and since it was installed by Conn's and my old dishwasher was taken away by them I want part of my money returned to me. Or a full refund. After all you did sell me a dishwasher that does not do what your sales associate told me it would do.

If this wont work my other outcome would be to come pickup this piece of junk and exchange it for a different dishwasher that meets my needs and install it just like you did the [redacted] for the same as price as what I paid for the [redacted] or lesser value. I refuse to pay Conn's anymore money as I do not trust you guys.

Business

Response:

Thank you for the

opportunity to respond to [redacted] complaint. Our records show on 1/01/15,

[redacted] purchased a [redacted] dishwasher with a 36-month Repair Service

Agreement Plan. [redacted] dishwasher was delivered and installed by Conn’s

delivery team on 1/02/15.

After further review and

research regarding [redacted] complaint we found she contacted our Service

Department on 4/23/15 stating the dishwasher was leaving her dishes dirty and

was not drying. A service appointment was scheduled on 5/1/15; during

inspection the technician was unable to find a mechanical failure with the dishwasher

and reported the unit was up to manufacturer’s specification. We researched the

model number associated with [redacted] dishwasher and found based on the manufacture;

the dishwasher does have the capability to dry dishes as mentioned by the sales

representative. As listed on the manufacturer’s website, [redacted] dishwashers

are energy efficient units which do not have a conventional drying heater.

However; the dishwasher uses condensation dry technology that uses ambient heat

inside of the washer from the hot water, along with air flow, to dry dishes. According

to the owner’s manual some reasons the dishwasher might not dry dishes may

result from not using a rinse aid or the temperature of the water is too low.

[redacted] may visit the manufacturer’s website at [redacted] or the owner’s manual she received at the time of purchase for

troubleshooting step to help ensure proper drying performance.

We have no records

showing [redacted] contacted us regarding any issues she was experiencing with

her dishwasher prior to receiving her complaint. As of 2/2/15, [redacted] has

exceeded the 30-day time frame to return or exchange her dishwasher. At this

time we are unable to honor [redacted] request; based on the technician’s

report the dishwasher is working to manufacturer’s specification.

If we may be of further

assistance, [redacted] may contact Customer Service at [redacted]

Kind regards,

Review: I purchased a wall mounted heating and cooling unit from Conn's in Conroe, Texas on [redacted]. On [redacted] I placed a service call for the unit to be repaired and no one has been sent to repair it yet. I have severe medical issues which were affected by the malfunctioning of this warrantied unit. I want it removed by Conn's from my household. I get at least 8 calls a day asking me why I haven't paid on this account and I keep having to explain over and over my situation.Desired Settlement: I want this non-functional item removed so I can replace it with a new one from another vendor.

Business

Response:

Review: I am writing this complaint hoping that this can be escalated to someone that can honor what was advertised. I am upset and very disappointed in the service that I received. I went into your store 03\/31\/14 at 59 Sw Freeway and Williams Trace in Sugarland Texas and my plan was to purchased A 3 piece living room set.\r\n\r\n I had received correspondence in the mail advising me that I was approved for a credit limit increase,10% off my purchase and free delivery. I went into the Store and after looking around [redacted] helped me. I advised her of the mail I received and the discount's that were offered and she said ok I will give you no interest for 1 year but I could not give you the 10% and the no interest.. I advised her that it did not say that on the flyer that I had to choose either or but I would take the 1 year no interest. That was not a big deal because I found exactly what I wanted. I found a TV that was marked down to $398.00 a Dresser that was on clearance for 307.00 and a 3 piece living room set for 2299.00.\r\n The sales rep walked around the store with me looked at what I wanted and grabbed the sales tags off of the clearance items and sat down with me and got me approved.Had me sign my contracts , took my down payment and closed the sale. \r\n\r\nI paid my 10% down and advised her that I would like take my TV home and everything else can be delivered. She said that would be fine. She called a gentleman from the back to bring the TV to my car and the gentleman said that the tv was a 60 in and not a 51 inch. [redacted] came to me and told me that the TV was miss marked and she could not give it to me at that price even though the tag was clearly on that TV and she didn't even realize it until she sold it to me. I advised her since that is what the managers special tag said that she should honor it.And she has already sold that TV to me at the Price. She and I talked to her manager and they both said they could not.Desired Settlement: I would like there corporate office to call the store and have them honor the price that was marked on the TV and sell me my merchandise at the price it was advertised.Of course by this time I am extremely disappointed that the manager did not even try to reach out to anyone else to explain that this is what he had it marked as and he should honor it . especially since they had already sold it to me and I was about to walk out the door. Well needless to say He refuse to honor what was advertised and I advised him if he could not honor the price than I would like to cancel all of my purchase.\r\n\r\nI am sending this complaint because I would like to buy all of my items and I want Your corporate office to forward this request to who ever can honor the price for the TV that was advertised. If you advertise it for 398.00 than that is what you should sell it for.

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted] complaint. Unfortunately we have been unsuccessful in our attempts to

contact Mrs. [redacted] to discuss her concerns. After further review and research, we

discovered that the manager’s special sales tag was on the floor between 2

televisions when Mrs. [redacted] was inquiring on purchasing a television. The

television Mrs. [redacted] attempted to purchase was not the correct television

advertised as the manager’s special. Mrs. [redacted] was educated that we were not

able to honor her request to purchase the television for that price due to the

sales tag was not actually located on the unit. Conn’s attempted to contact

Mrs. [redacted] to offer alternate options to resolve this matter however; we have

been unsuccessful in our attempts. Mrs.

[redacted] may contact the store manager [redacted] or contact us directly at

1-866-765-1513 for assistance.

Kind

regards,

Customer Relations

Business

Response:

Thank you for the opportunity to

respond to Mrs. [redacted] additional comments.

Although Mrs. [redacted] was not contacted directly by [redacted], we

(Conn’s) did attempt to contact her as previously stated in our response. Mr. [redacted] was able to reach Mrs. [redacted] and

offered $250.00 discount as a goodwill gesture.

Although we are unable to honor Mrs. [redacted]’ request for a 60” television

for $398.00, we are still willing to offer $250.00 toward a new purchase. Mrs. [redacted] has been mailed $250.00 in Conn’s

gift cards and should receive them within 7-10 business days.

Kind regards,

Consumer

Response:

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

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

Review: We had an account at Conns. We bought a car the end of last [redacted] We included in our car deal extra money to pay off some bills, Conns being one of them. We got our check from car dealer about the second week of December. We went to the Conns on [redacted] in Oklahoma City to pay-off our account in FULL. We did so. Sometime around [redacted] of this year([redacted]) we start getting phone calls from Conns. We get anywhere from 3 to 4 phone calls a day, including Sunday. They seem to think we owe them still on our account. We walked into the store and paid it in full JUST as I explained. These phone calls NEED TO STOP!!!!!!!!!!!!Desired Settlement: NO MORE PHONE CALLS, ACCOUNT IS PAID IN FULL

Business

Response:

Review: Approx 8 months ago I purchased a secotional sofa from Conns. The chaise portion is coming apart it is ripping and fraying. I have made numerous calls to Conns , the manufacturer, the service center each time I have been greeted with extreme rudeness from mgmt right down to customer service I even called the corporate office trying to have this repaired since this was not our fault, we paid $3000.00 for this furniture and we now have one major piece that is no good.Desired Settlement: I want this piece either replaced or repaired at no cost to me.

Business

Response:

Thank you for the opportunity to respond to

Mr. [redacted] complaint. Our records show on 7/20/13, Mr. [redacted] purchased

a Jackson Axis sectional with us and has a 1 year limited manufactures’

warranty. Mr. [redacted] contacted us on 2/8/14,

stating a seat cushion was sinking. Upon inspection the serviceman found the

daybed cushion had major sagging and the casing was mangled. The serviceman

also found the damage was due to improper usage and customer abuse. (Pictures

available upon request). Although Mr. [redacted]

did not report his chair on the initial work order the service man also noted

it was sinking as well. Under the terms

of the manufactures warranty authorization was given to address and repair the sinking. A service call was scheduled for 3/5/14 and

the serviceman added foam to the chair cushion and tightened the webbing and

reassembled the daybed.

Mr. [redacted] has been informed he only has

manufacturer’s warranty which does not cover his damage claim. Therefore, we are unable to honor Mr.

[redacted]’s request to repair or replace his sectional.

If we may be of further assistance, Mr.

[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 satisfactory to me. This is satisfactory as long as it is replaced, thank you

Review: I had 4 items delivered on [redacted] (Washer, Dryer, Couch, Chair). The delivery was not made until approximately 9:30pm. The next morning the dryer was inoperable and would not turn on. After several calls they finally sent someone out to repair it and I have no issue with the washer or dryer. On the same date (9/14 and then again on 9/15) I called in a ticket for the sofa and chair ([redacted] - Coffee set). The furniture is very poorly made (non-symmetrical, unevenly sewn, torn lining) and is not what anyone would consider acceptable condition for newly purchased items from a major retailer. It took several lengthy calls and follow up calls for them to send anyone out. The technician came on 9/24 and was unable to alter the furniture in any way since the defects are clearly in the overall production and workmanship. The technician took more than 20 photos of the furniture and also contacted his supervisor via FaceTime to show him the furniture and ask for guidance. They both agreed there is nothing that can be done to modify the poor quality. I was told someone would contact me within 7 days. Today I contacted Conn's approx 7 times and not one single person could help me check the status of the ticket and I was repeatedly transferred to the collections department when I have no payment due at this time. I have made every effort to resolve the issue within a reasonable timeframe and have not gotten anywhere with this business. One of the operators who took an early call even notated that I declined a service appointment which makes absolutely no sense since I wanted the furniture to be seen and possibly exchanged. I have gotten nothing but the run around, delay and stall tactics from Conn's with every phone call I have placed. I have call logs, screenshots and documentation to chronicle my efforts to resolve this and yet I still have no solid response from them. I acted as quickly as possible to comply with their 72hr policy and those efforts still got me no closer to having quality furniture from Conn's.Desired Settlement: At this point I simply want to have this furniture picked up (free of charge) and have it removed from my Conn's account. I am not satisfied with the quality, the efforts made to reconcile the situation or the beyond poor level of customer service and follow-up I have received since the items arrived. I am fine with keeping the washer and dryer as I have used both items and they seem to be working fine. I do not want any furniture from Conn's and do not want to pay any restocking, transport or other fees for getting this furniture out of my possession.

Business

Response:

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

complaint. Our records show on [redacted], Mrs. [redacted] purchased the [redacted] Coffee sofa and chair with a 1-year limited manufacturer’s warranty.

Mrs. [redacted] was scheduled and received delivery on [redacted] in good order.

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

service department on [redacted] stating her sofa and chair was uneven and not

aligned correctly. After further review and research of Mrs. [redacted]’s service

needs, Conn’s agreed to honor her request to return the both furniture pieces and

issue a credit to her account. Our records show on [redacted], Conn’s delivery

team picked up Mrs. [redacted] furniture from her residence. On [redacted], we

processed a credit of $1082.48 to Mrs. [redacted]’s account for the sofa and chair.

We sincerely apologize for any inconvenience Mrs. [redacted] experience during this

process.

If

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

Business

Response:

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

complaint. Our records show on [redacted], Mrs. [redacted] purchased the [redacted] Coffee sofa and chair with a 1-year limited manufacturer’s warranty.

Mrs. [redacted] was scheduled and received delivery on [redacted] in good order.

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

service department on [redacted] stating her sofa and chair was uneven and not

aligned correctly. After further review and research of Mrs. [redacted]’s service

needs, Conn’s agreed to honor her request to return the both furniture pieces and

issue a credit to her account. Our records show on [redacted], Conn’s delivery

team picked up Mrs. [redacted] furniture from her residence. On [redacted], we

processed a credit of $1082.48 to Mrs. [redacted]’s account for the sofa and chair.

We sincerely apologize for any inconvenience Mrs. [redacted] experience during this

process.

If

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

Review: I purchased a sectional sofa set from Conn's on November-25-2012 with a 48 months furniture guard plan for all three sections. During the first 2 months my sofa's tore and were repaired. Another month later the left and right sections tore again and were repaired once again so I called Conn's again to see if they could send a Senior Service Technician to come and inspect the sofa's to see why they kept on tearing. So the service tech came and looked at the sofa's and said the reason behind the sofa's tearing was "cheap material and bad manufacturing". So I called Conn's to speak to a manager and asked her to exchange the sofa's because of what the service technician told me. Her response was "No" as long as the sofa's can be repaired there can be no exchange. So I had no other option but to keep the sofa's. Another month later the right section of the sofa tore again So I called Conn's for a service technician to come repair it again. Conn's called me and approved the repair and to notify me that they had ordered the part. I received the part but the service technician never showed up to repair the sofa. I called Conn's to see what was going on and they lost the work order and had to set another date for repair. The service tech did not show up again,I called and they lost the work order again. Now Conn's is saying it's not under warranty. Now the left section of the sofa is tearing and the ottoman is caving in. I am not satisfied with Conn's furniture and how they handled this situation.

Product_Or_Service: 11/25/2012

Order_Number: * Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I want the full amount I paid for the sectional sofa. And a full refund of the 48 month warranty plan I purchased with the sofa

Business

Response:

Thank you for the opportunity to respond Mr. [redacted] complaint. Our records show 11/25/12, Mr. [redacted] purchased a Winston sectional set

which consisted of three pieces; right arm sectional, left arm sectional, and

ottoman with a 48-month FurnitureGard Plan on all three pieces. We have

researched Mr. [redacted] complaint and service history and found after multiple service

calls we were unable to repair his sectional without additional parts. Conn’s has agreed to honor Mr. [redacted] request

for an exchange which was approved on 4/18/14.

We followed-up with Mr. [redacted] today and although his exchange had

been approved he said he was not aware. Mr.

[redacted] is now aware and will be in the store to reselect.

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

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

Kind regards,

Conn’s Customer Relations

Consumer

Response:

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

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

Regards,