B And B Movers

Review: We bought a recliner and also purchased the protection plan. In less than a few months the chair broke. They sent someone to look at and had to order parts. After another month they came to install the part and broke a different part on the chair. The guy that came to fix it showed up in a taxi!! He said he had to order a new part and we haven't heard a word. Nobody has called and we have taken off work twice now and can't afford to take another day off!Desired Settlement: I want a refund! This chair was almost 1,000 dollars and we can't sit in it! I also want credit for the protection plan!

Business

Response:

Thank you for

the opportunity to respond [redacted]’s complaint. Our records show on [redacted] purchased

a [redacted] recliner with a 48-month FurnitureGard Plan and elected to

pick up the product on [redacted] from Conn’s located in [redacted]. On [redacted],

[redacted] contacted us stating the reclining mechanism broke off and the

right side of the recliner was leaning. A service appointment was scheduled for

[redacted]; upon inspection the serviceman found parts needed to be ordered due to

the reclining mechanism was bent and the handle is broken. Our records show we

shipped the parts to [redacted]’s home and he received the handle on [redacted]

however; the remaining parts were received on [redacted] due to a delay. Once all

parts were received, a service appointment was scheduled for [redacted]; upon

repairs the serviceman found the bar attached to the handle that reclines the

mechanism was broken. Although we are unable to determine when the handle

broke, the part was reordered. Our

records show [redacted] is scheduled to complete repairs on [redacted]. At this

time we are unable to honor [redacted]’s request to return the recliner for

a refund; service will need to continue.

If we may be of

further assistance, [redacted] may contact Customer Service at

Sincerely,

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 do not want the repairman in my home. He showed up in a TAXI last time and I am uncomfortable allowing them into my home. A taxi? Really? Not a Conn's truck? I have been since [redacted] without a chair that I paid $1,000 for. It is not acceptable to sell a product AND a service plan and then take 3 months to fix a defective product. I will get a lawyer, call the news, whatever is necessary to get a refund. This is so unprofessional and I will not allow a "serviceman" into my home for safety reasons, especially when they arrive in a taxi. I want a refund.

Regards,[redacted]

Business

Response:

Thank

you for the opportunity to respond [redacted]’s additional comments. Conn’s would like to apologize to Mr.

Robedeaux for the experience he has had regarding his recliner. We attempted to contact [redacted] on

[redacted] and [redacted]; but was unsuccessful in those attempts. After further review Conn’s has agreed to

exchange [redacted]’s recliner, he will simply need to contact his nearest

Conn’s store to schedule the pickup and delivery of his new recliner.

If we

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

Sincerely,

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 did speak to [redacted] on [redacted], she told me they would honor my request for an exchange. I went to the Conn's store here in [redacted] and found a chair, but it was $[redacted], not $[redacted] which is what I paid for the other chair. The manager told me that we will just lose the $[redacted]. I was willing to purchase something else with the remaining $[redacted] and even pay if it went over, I was told no. So I am out $[redacted]???? The manager was extremely rude and my [redacted] and I left upset. Can you please just arrange to have the chair I picked delivered and credit our account for the $[redacted]? The chair we picked is the dark brown [redacted] recliner. We do not want to go back to the store due to the horrible way we were treated on [redacted].

Regards,

Business

Response:

Thank

you for the opportunity to respond [redacted]’s additional comments. Conn’s has agreed to honor [redacted]

request to exchange and credit the $[redacted] difference to their Conn’s account. Mr.

Robedeaux is aware and will call us back with the model number for the recliner

they reselected.

If we

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

Sincerely,

Review: On Feb. 17, 2014, Conn's delivered a new cooktop that my wife and I purchased from Conn's on [redacted] The (2) installers which were the same delivery people took out the old cooktop which was being replaced. My wife dropped a pan on the corner of the glass top but the cooktop was still working at the time. The installers wired the plug using the same cord & plug from the old cooktop but when they plugged it in there was a pop at the receptacle that both my wife & I heard. When the installers turned on the cooktop it did not work so they decided to take it back and bring back a new one because they thought it was defected. On Feb. 18, 2014, another set of installers came back with a new cooktop, wired the plug using the same cord & plug & again plugged it in to the receptacle. When they turned on the cooktop it did not work so they left the cord & plug hanging there & told my wife to hire an electrician to fix the problem. I called Conn's warehouse [redacted] on Feb. 19, 2014 and told them about the problem, one of the receptionist said "we'll send a guy that's real handy with electrical work" to fix it. My house cost $300,000 and there was no way I was going to have an unlicensed electrician try to fix the problem. I spoke to the manager, [redacted] & he said to get it fixed out my pocket & I would get reimbursed. On Feb. 22, 2014, I hired a licensed electrician, C&C Elect., & he fixed the problem which I paid $125; the installers had wired the plug wrong & tripped the breaker. Conn's is hiring these contractors to install their appliances & most of them are not licensed electricians & it's a miracle they didn't burn my house down. I called [redacted], the installers supervisor, & Conn's corporate office in Beaumont and to date have not been reimbursed for the $125 that I faxed a invoice copy to both. It has been about 2 months & I have just been given the run-around.Desired Settlement: I would like for Conn's to reimburse me for the electrical work and to be given a discount for the cooktop for all the aggrievation Conn's has caused me.

Business

Response:

Thank you for the opportunity to respond to Mr. [redacted] complaint. Our records show on 2/10/14, Mr. [redacted] purchased a cooktop

from us which was delivered on 2/18/14.

Our records show Mr. [redacted] spoke with the

delivery manager regarding his concerns and he agreed to reimburse him the $125

for the electrical service. We attempted to contact Mr. [redacted] today to

ensure his concerns were addressed, but was unsuccessful in our attempts to

reach him. We would like to apologize to

Mr. [redacted] for the experience he had with his delivery. As a goodwill gesture, Mr. [redacted] has been

mailed a $100 Conn’s gift card to use toward his next purchase. If we may be of further assistance, Mr. [redacted] may contact us at [redacted]

Kind regards,

Review: This all started at the end of July of 2014 spoke with a customer service rep and we started the process to have my 4 accounts refinanced and it took them until around the 11th of august for the paperwork to arrive to me. I again spoke with another customer service rep and we sat up a payment to come out of my checking account on the 8th of August which it did and I have a bank statement showing it was taken out of my account. I received a call on the 9th of August from Conn's stating that the payment did not go thru, funny thing is that the payment showed on my online banking as a pending charge and then on 8-11-14 the charges posted to my account as a withdrawl. So how can you call and state that the payment was returned when it was not returned at all. So once I finally got the papers to fill out I decided to fax them back to the number on the paperwork. I faxed the paperwork twice in a two day period and have confirmation that it went thru both times. Now we come to 9/2/14 and I go and check the mail and there is two letters from Conn's stating that the payments were past due. So on 9/3/14 I called and spoke to a total of 5 people in a 20 minute time frame and finally after speak to the 4th person out of the 5 I got told that it can take up to 30 days for the refinance to go into effect. All of a sudden today I have gotten 8 personal calls on my cell number and about 10-12 times on my work number. Oh yeah when I started this process I asked the first out of 40 people to please remove my place of work number off the account due to not able to have personal calls at work. I was told by Jerry a floor supervisor that the work number was removed. Can you please explain how they are still calling me at work if they had taken the work number off the account. I have seriously thought about going to the media and letting them know exactly what type of company this is and considering that they are new to the [redacted] market I do not know how well that will be taken here as people are always trying to find new places to shop for home goods and appliances and electronics. I could keep going on and on about this but it would take me a month to probably write a longer complaint. How is that I have a contract with all 4 account numbers on it and it states a payment is due on 9/5/14. So if I look at my calendar is shows me that date would be on Friday September 5 2014, not Thursday September 4 2014. If no one is able to answer the phone and a human is calling and not a machine commonsense would be to leave a voicemail and a return number to call the person back at.Desired Settlement: I would really like a phone call from a high level manger that is above a floor supervisor or even an area manger so I can let them know how broken there company is when it comes to customer service. It seems to me that it is like one hand does not know what the other hand is doing .

Business

Response:

Thank you for the opportunity to

respond to [redacted] concerns regarding his refinancing options. [redacted] stated he has been trying to have

his accounts refinanced since July of 2014.

According to our records, [redacted]

was offered refinancing options on July 25, 2014. [redacted] was informed on August 4, 2014

that his accounts did not qualify for refinancing options because it would not

lower his monthly payments by 20%.

On August 5, 2014 [redacted]

stated he would like to combine his and [redacted] accounts. [redacted] was emailed the refinance

contract at that time. [redacted]

returned the contract on August 14, 2014.

The contract was rejected because we did not receive all the required documents

needed to proceed. [redacted] was

notified on August 15, 2014 which documents were missing and what was needed to

proceed with the refinance. [redacted] faxed the missing information on August

20, 2014 and the refinancing contract was sent for review.

On September 5, 2014 [redacted]

was notified again that the contract was rejected because there were required

signatures missing. On September 5, 2014

we emailed the contract to [redacted] email address as well as mailed a copy

to the address on file. On September 8,

2014 we received the contract once again and it is currently in the process of

being reviewed.

Please note, it can take up to 30

business days for a refinance to be completed once we received the entire

signed completed contract. If a contract

is rejected due to missing or invalid information, the refinancing process cannot

continue until the correct information is received.

As requested by [redacted], we

have placed a cease and desist on his employer’s telephone number. Please allow 24 hours for that information to

update in our system.

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.

To whom it may concern:

Review: I have been lied to by every person I have talked to with Conns. I have been dealing with this since OCT 2013. I was suppose to have 0% on my contract with the new Dishwasher, that never happen. It took over a month and 3 times to finally get delivery, the manager promised me when I bought it, that it was in stock and ready for delivery, I did not know I wasn't getting delivery until my husband had already taken a day off of work and them called to find out we were not getting delivery. This happen THREE TIMES. My husband took 3 different days off of work, all three times we DID NOT get delivery until the FOURTH time, never compensated for taking 3 days off of work with NO PAY! We STILL have not received a payment booklet to make payments, and we have been lied to by customer service, collections, and the store. Every time we talk with someone, and tell them what we need, they transfer us to a different department, who then tells us they can't help us, and transfers us again. I now have product issues, the dishwasher does not clean or dry the dishes. The tech came out, did not even look at the dishwasher, called the manufacturer who told him the dishwasher was not cleaning or drying because the water was not 120 degrees. My old dishwasher cleaned and dried just fine, but this NEW one from Conns does NOT. When it was installed, the techs used the 10 year old cables instead of the NEW cables I BOUGHT from them. We were told by [redacted] in collections to NOT make any payments until this is resolved. And now, every time they call, with threatening phone calls, we explain we don't have a payment booklet, and explain the issues, but they won't resolve any issues or make anything better. No one seems to want to help resolve any customer service issues, not the General Manager [redacted] at the store, no one in their so called "customer service" department, and the District Manager for the store WILL NOT return any phone calls.Desired Settlement: I would like a dishwasher that works properly, I would like it installed properly, I want the 0% I was promised by the manager we spoke with when we bought it, and if that cannot be done, then I want some sort of credit back to the account for the days missed of work, and my credit fixed that Conns has messed up. I want a Dishwasher that actually works.

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted] complaint. Our records show on September 29, 2013, Mrs. [redacted] purchased LG dishwasher with a 48-month

Repair Service Agreement from us and elected to have her dishwasher delivered. According to our records, Mrs. [redacted]

signed a 30-month retail installment contract on September 29, 2013. Mrs. [redacted]’s

contract does not indicate a no interest offer was made on this purchase. We have reviewed her purchase and found

although her credit application was approved for 12-month no interest, the

product she selected did not qualify.

In regards to

Mrs. [redacted]’s dishwasher we show Mrs.

[redacted] contacted us on July 18, 2014, stating her dishwasher was not cleaning the dishes

completely and the heat dry setting was not working. A service call was

scheduled for July 23, 2014; during the inspection the technician found the water

temperature was too low and advised Mrs. [redacted] the dishwasher was up to

the manufacturer specifications. At this time we are unable to

honor Mrs. [redacted]’s request to return or exchange her dishwasher. If Mrs. [redacted] feels her dishwasher is still

not working properly she may contact our service department @ [redacted] to

schedule an appointment for a technician to assess her repair needs.

If

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

at [redacted]

Kind regards,

Customer Relations

Review: I purchased a [redacted] from Conns a few days ago. On the advertisement at the store it clearly reads [redacted]. After getting it home ive come to find out that it is NOT a [redacted]. They added a [redacted] stick to the box and call it smart. They are ripping people off with false advertisement. They will not take the TV back and the [redacted] has never worked. They told me I had to purchase a new [redacted] stick. They sold me a non [redacted] at a [redacted] price. Ripped me off. They are still selling this tv and ripping people off.Desired Settlement: Either fix the TV I purchased or let me trade it in for a REAL [redacted]. NO restocking fee. Yall ripped me off. please make this right.

Business

Response:

Thank you for the opportunity to respond to [redacted] complaint. We attempted to contact [redacted] on 4/15/15 and 4/16/15

to address his concerns however; we were successful in our attempts.

To better assist [redacted] we ask that he

contact us directly at [redacted].

Kind

regards,

Review: On 7/** I went into the Conns Store located at [redacted]. I purchased a Refrigerator and microwave and a computer. Issue #1 when the delivery was made I was told the microwave could not be installed due to a lack of cabintry. The delivery person then tried to pawn a floor model off on me. I told him that I had purchased a new refrigerator and that he could take both the microwave and the refrigerator back to Conns. He then called the store manager and told him the issues; the store manager told him to ask me if I would take the floor model until he received a new one to replace it with and I responded only accept it if he put it in writing and faxed it to me. I also told him that I expected to receive new paperwork without the microwave on my account and to this day I have not received it. Issue #2 I returned the computer to the Wheatland store and gave it to the clerk behind the counter. This was verified by [redacted] and her supervisor at the corporate office but they have not stopped billing me for it. I started calling their offices 9/** explaining that the computer had been returned and the microwave was never delivered and that I was waiting for corrected paperwork so that I could start making payments, because they were charging me finance charges, taxes and property insurance base on a grand total that included merchandise that I did not have. Since September, I have talked to about 25 different Conns employees asking for a corrected contract so that I could began making payments and was told that Conns does not correct contracts. I told them on September **, 2013 to pick up the refrigerator because I was buying one from Home Depot and was told by the supervisor at the Administrative offices that it would be an voluntary repossession and I told them that I didnt care because I was not going to pay them due to them refusing to revisit my contract. Instead of picking up the refrigerator, they continue to call me all day and night harassing me for payment.Desired Settlement: I would like for Conn's to pick up the refrigerator as we discussed in September and to stop harrassing me day and night for merchandise that I have returned (the computer) and merchandise that was never received (the microwave).

Business

Response:

Review: bought the refrigator a year and half ago, since date of purchase it has been nothing but issues. Notify the help desk 5 times, they send out a tech to service and still not working correctly. It freezes my vegies, and some of my dairy products gent frozen and then spoiled. the shelves plastic have broken off so I cant even place a 1/2 gallon of milk, at this point I have lost some good amount of money.Desired Settlement: An exchange and a discount or refund for the amount of money I have lost in groceries.

Business

Response:

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

Our records show on [redacted], Mrs. [redacted] purchased a Frigidaire refrigerator

with a 24-month Repair Service Agreement Plan and received delivery on [redacted] in good order.

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

service department on four separate occasions dated from [redacted] to [redacted] stating

her refrigerator was over freezing.

·

On [redacted] Mrs. [redacted]

contacted service stating the refrigerator was not cooling. The technician

found ice on the duct assembly which was not allowing airflow and removed the

ice; checked refrigerator and unit tested ok no parts were required to complete

repairs

·

On [redacted] Mrs. [redacted]

contacted service stating the unit is over freezing. The technician removed and

reinstalled the Veggie dampers, educated Mrs. [redacted] on Veggie dampers

temperature; tested unit and unit tested ok no parts were required to complete

repairs

·

On [redacted] Mrs. [redacted]

contacted service stating the refrigerator was freezing her food. The

technician did not find an issue with the unit over freezing however; he did

find the shelves were broken and informed Mrs. [redacted] that the damaged shelves was

not covered by the Repair Service Agreement Plan. Mrs. [redacted] was given an

estimate on the cost of repairs however; she declined service therefore the

order was cancelled.

·

On [redacted] Mrs. [redacted]

contacted service stating the refrigerator was freezing her food. The

technician replaced the thermostat and tested unit; unit tested ok

As of [redacted]; Mrs. [redacted] has not contacted us regarding any

further issues she is having with her refrigerator since repairs were completed.

At this time Mrs. [redacted]’s refrigerator does not meet the qualifications for an

exchange; the unit has been repaired. If Mrs. [redacted] is in need of service, she

may contact the service department at ###-###-#### to have a technician

re-assess her refrigerator. On 10/15/14, We mailed Mrs. [redacted] a food loss

claim to fill out and submit back to us for processing.

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

###-###-####.

Consumer

Response:

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

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

Regards,

Reason is still paying for a broken item, what is the use of calling if the tech will continue to stait that the

there is nothing wrong with it.

Review: I have receive numerous harassing phone calls over two years from Conn's Credit collections using various phone numbers trying to reach someone else by the name of [redacted] who fraudulently used my phone number to apply for and open credit with Conn's, which he then defaulted on. Numerous explanations to Conn's Credit collections reps have yielded no success and they continue to harass me by phone every day. I have had the same phone number for over eight years and have never once shopped at Conn's. if Conn's does not cease and desist this repetitive and illegal behavior, I will pursue legal action against Conn's for damages under the Fair Debt Collection Practices Act (FDCPA), which prohibits debt collectors from using abusive, unfair, or deceptive practices to collect. I have filed written complaints with the FTC, Revdex.com, CFPB, and the Texas State Attorney General's office over this matter. Please cease and desist or else legal action for damages will be pursued against Conn's Inc.Desired Settlement: Cease and desist all harassing calls by Conn's collections reps meant for someone else.

Business

Response:

Thank you for the opportunity to respond to Mr.

[redacted]’s concerns regarding phone calls she has received regarding a

Conn’s account. We have determined this account belongs to another customer and Mr. [redacted]’s phone number was linked to the account in error. We have placed a cease & desist on the telephone number associated with the phone number provided by Mr. [redacted]. In

the event Mr. [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 Mr. [redacted] experienced concerning 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. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved. Conn's communication has been retained as agreement to cease and desist future wrong number calls which are unsolicited by it's credit collections staff and is illegal under the Federal Fair Debt Collection Practices Act and the Texas Debt Collection Act. Future violations will be followed by legal action.

Regards,

Review: I purchased a Whirlpool stainless steel refrigerator on 5/2012. I make my payments on time every month. I even purchased the extended warranty they offer. I have called Conn's since 5/**/2013 about my refrigerator acting up. The icemaker wasn't working, then it started freezing our food in the refrigerator side. Conn's has come at least once a month to "fix" our fridge and still it is not working. I have lost money on groceries terribly. I went from buying groceries weekly to going to the store everyday to get something to cook. I have complained to them, told them to exchange it, and still that fridge is in my home. My husband has asked for a district manager and is refused the information. The customer service and service department do not even answer our calls because we have complained so much. They transfer us back and forth as in a joke. My husband has been on hold for up to 30 minutes on a complaint call. He has spoken to [redacted] who is the manager in service department and [redacted] who is his boss. We have been refused last names, phone numbers, and extensions. Please help us with this issue! I have four kids at home and do not have the time to go to the store everyday to figure out what I can cook each day. I also have a diabetic daughter on insulin who needs to have it refrigerated. I do not want to have negative things on my credit or I would have already stopped paying it. Thank you again.Desired Settlement: I would like my money back or be allowed to choose another refrigerator. I prefer to get my money and go elsewhere to purchase another refrigerator. I am done shopping at Conn's.

Consumer

Response:

I spoke to [redacted] service department manager on Saturday, 1/**/14, he stated they put in request to exchange my refrigerator and someone from corporate would call me on Monday,1/**/14. I have yet received no call.

Business

Response:

Review: the contractual terms have been modified without my consent. I came into the contract under an agreed terms for a specific amount for a specific length of time. one of the options of the contract was a "12" month no interest term. and there is a specific amount stated to complete this option. but my pay-off amount continues to increase weekly, with no explanation as to why this continues to happen. I have made several calls to the customer help line, with no help in resolving this issue. due to the fact that the terms of our contractual agreement seems to have changed, makes the agreement void.Desired Settlement: I want the original terms of the agreement reinstated and my account credited for the extra monies added onto my account.

Business

Response:

Thank you for the opportunity to

respond to Mr. [redacted]’s concerns regarding account #[redacted]. Mr. [redacted] stated the terms of his contract

have been modified.

According to our records, Mr. [redacted]

signed a 32-month retail installment contract on December [redacted] 20**. That contract included a 12-month no-interest

financing promotion. The terms of Mr.

[redacted]’s contract have not been modified.

Mr. [redacted]’s 12-month no interest financing promotion does not expire

until December **, 2014.

My.

[redacted] has made seven payments on the account in the amount of $172.56 and as of

August *, 2014 he currently has a payoff balance

of $2660.38. The original invoice total

was #[redacted] This included an invoice

amount of $3750.83 and $469.88 for property insurance.

We

thank Mr. [redacted] for bringing his concerns to our attention and want to assure

him the original signed retail installment contract is the only contract on

file for this account.

Review: I BOUGHT A 75 IN [redacted] SMART TV ON [redacted] MODEL NUMBER [redacted]O1 THE TV SCREEN WAS DEFECTIVE FROM THE FACTORY SERVICE TECH STATED THE SCREEN WOULD HAVE TO BE REPLACED THIS WOULD COST AS MUCH AS A NEW TV THEN I CALLED THE [redacted] CORPORATION THEY TOLD ME THE SAME THING SO I TOOK THE TV BACK INTO THE STORE FOR A REFUND OR EXCHANGE AND I GOT NEITHER ONE SO I LEFT THE TV THERE I TURNED THE TV BACK IN ON [redacted] I HAVE BEEN GETING THE RUN AROUND EVERY SINCE IF THE SERVICE TECH REPLACED THE SCREEN THEN THE TV WOULD BE REFURBISHED I SHOULD NOT HAVE TO PAY [redacted] HUNDRED DOLLARS FOR A REFURBISHED TV I ONLY HAD THE TV FOR 13 DAYS BAD BUSINESS I GUESS I WAS CONNS FIRST VICTIM IN [redacted] I JUST WANT MY [redacted] DOLLARS BACK THAT I PUT DOWN MY SALESMAN NAME IS [redacted] HE DID NOT STAND UP FOR ME AT ALL I DID RESEARCH CONNS HAS BEEN SUED FOR THIS BEFORE THE DO NOT LIVE UP TO THERE RETURN OR EXCHANGE POLICYS [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

I JUST WANT CONNS TO GIVE ME MY DOWN PAYMENT [redacted] DOLLARS BACK OR GIVE ME ANOTHER TV AND DONT TURN ME INTO THE CREDIT BUREAU BEACAUSE I ONLY HAD THE TV FOR A TOTAL OF 13 DAYS THANKS [redacted] xxx-xx-xxxx

Business

Response:

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

complaint. Our records show on [redacted], **. [redacted] purchased a 75” [redacted] television

with a 1-year limited manufacturer’s warranty. On [redacted], **. [redacted] contacted

us stating the television has a red dot in the screen. A service call was

scheduled on [redacted]; upon inspection the technician found parts needed to be

ordered to replace the screen. After further reviewing **. [redacted]’ repair needs,

Conn’s agreed to exchange the television. On [redacted], **. [redacted] went to Conn’s

located in [redacted] and picked up a new 75” [redacted] television. We

sincerely apologize for any inconvenience **. [redacted] experienced during this

process.

If we may be of further assistance, **. Watt may

contact Customer Service at [redacted]

Kind

regards,

Review: My husband has an open account with Conns. He has fallen behind in payments. Conns has been harassing me on a daily basis on my cell phone. They do call my husbands cell phone, but they call mine as well. The account is not under my name, it is only under my husband's name-[redacted]. I have told them on 4 occasions to stop calling my cell phone but the harassment continues. I have tried blocking the calls, but they get around it by calling from a zillion different numbers. The calls start at 8:10am every morning and happen several times throughout each day. I would like for this harassment to stop.Desired Settlement: I would like for the harassing phone calls to my cell phone to stop immediately.

Business

Response:

Thank you for the opportunity to respond to Ms. [redacted] concerns regarding account [redacted]. Per Ms. [redacted] request, we have placed an immediate cease and desist on telephone

number [redacted] In the event Ms. [redacted] receives any further calls at this number, we ask that she contact us immediately by calling [redacted] so that we may address the issue further.

We sincerely apologize for any inconvenience Ms. [redacted] experienced concerning this issue.

Review: Conns debited my bank account $168 without my authorization. they claim that on 3/4/14 a client service rep spoke w/ me and I okay'd for the $$ to come out of my bank account on 3/14/14. this caused me to nsf at my bank over $200. I do owe them the balance for furniture that I purchased but I never authorized this debit. I called my bank to file a fraud claim and I also called them to advise that I would make a complaint w/ the Revdex.com.Desired Settlement: I want them to credit me for nsf fee's I have incurred due to them debiting my bank account w/out my consent.

Business

Response:

Review: I purchased 4 major appliances from Conn's in mid October. I paid for a dishwasher installation which they were unable to do, due to the fact they didn't have the correct install kit for the dishwasher. I then had to pay a plumber to install it for me. I have been requesting my $119.99 plus tax refund for almost two months, have talked to about 15 people about it. Once I was told a check had been issued, it hasn't. I went to the store to get a refund put back on my back card, they couldn't do it, because of some technical thing with the warehouse. I am tired of dealing with these people. I wait for someone to call me back and they never do, they have repeatedly ignored my request. Their customer satisfaction is a joke.Desired Settlement: I would like a check mailed in the amount of $119.99 plus tax mailed to[redacted]

Business

Response:

Review: Defective washing machine delivered & machine caused flooded new home & caused water damage inside home

In June 2013 (week of June [redacted]) I purchased an LG Washing Machine from Conn's on Willow St. in Lafayette, LA. The machine was delivered & set up in my new home a week later. Approximately one week later I used the washing machine for the very 1st time to wash a load of clothes. Upon my return to my home I walked in to a home flooded with water; my new built home was flooded from the wash room to the kitchen to the front halls and part of 2 bedrooms with carpeting. I immediately ran to get large towels to try to soak up the water because I did not have a shop vac to soak it up. It took me over an hour and several large bath towels to try to dry up the wet floors. I had to continuously wring out the towels over and over and keep wiping the floors before the water damaged anything else. I contacted Conn's & spoke to [redacted] at the [redacted] store to explain what happened; he explained he would send someone over to see what was wrong. The worker that came out explained the washer was defective & they would deliver me another one. The next day I noticed the water had already damaged my baseboards/floor moldings; the water was soaked into the boards & they started swelling and splitting. The wood underneath my kitchen cabinets also began to swell and bubble. I immediately called Conn's and they referred me to the wharehouse manager, where I spoke to someone named [redacted] who took the report and submitted it to the company for a response. A week later there was still no call from Conn's so I decided to call back to speak to [redacted], but I could never speak to her againa because the person who answered the phone would always say [redacted] was busy & would call me back but I never received a call back from anyone. I called weekly to speak to [redacted] concerning the status of my issue reported however I could not speak to her & she still did not return my call. I called for [redacted] weekly from June 2013- Oct 2013 until someone from Conn's called me about making a payment and the representative gave me a number to the risk management department to do another report. When I called risk management the week of Thanksgiving (Nov '13) a female(name unknown) answered the phone & advised that the company had been trying to reach me with no success. I explained to her that I never received any calls from the company and no messages were ever left. I asked what can I do now, she advised she will put in another request for Conn's to call me back again to try to resolve my issue and will put it as an urgent request. I waited a week & no one ever called me again, I in turn started calling risk management again weekly & left messages with still no return call. I am very frustrated with the run around from Conn's at this point; several damages were made to a new home I just moved into June [redacted] 2013 that I have not even had the opportunity to fully enjoy because of these damages Conn's refuse to view & repair.Desired Settlement: I would like Conn's to pay for damages incurred in my home based on the estimate that I am currently seeking.

Business

Response:

Thank you for the opportunity to respond to [redacted] complaint. [redacted] has spoken with the facility manager and his claim is being handled by our insurance adjuster. [redacted] has provided an estimate for the repairs and will be contacted within the next 7- 10 days with an update on the status.

If I may be of further assistance, [redacted] may contact me directly at [redacted] ext [redacted]

Sincerely,

Customer Relations Officer

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.

Regards,

From: [redacted] [mailto:[redacted]]

Sent: Monday, January 20, 2014 11:08 AM

To: drteam

Subject: Conns/case # [redacted]

According

to [redacted] when I spoke to her on Wednesday **,2014.I sign da release form,

and she received it back on Thursday **,2014 that she said she would be sending

the check by fedex and I should receive it no later then Saturday. I called her

today(01/20/2014) an now she's not going to be in her office till January

[redacted]2014.I spoke to someone else, and that person told me they tranfer my claim

to another team.they have no answers for me.I feel that im getting the run

around again for da second time.

Business

Response:

I spoke with [redacted] regarding his concerns

and confirmed a check was sent via fedex on 1/**/14. I called to follow-up with him and

unfortunately due to weather conditions it has been delayed. [redacted] has been given the tracking

number and has been in contact with fedex as well. If I may be of further assistance, [redacted] may contact me directly at [redacted]

Sincerely,

Customer Relations Officer

Review: Had a couch delivered Monday July 7 at 11 AM, I did not notice the problem area(s) until after the delivery. On the back of the couch (where the back panels meet in the corners) its peeling back on most of the corners and you can see screws and staples. There is also material that has been rubbed off on the corners, like its been dragged on the ground.I was told by delivery that I had 72 hours to call if there was an issue. I called [redacted] at 830 am on July 10 (NOT YET 72 hours). Once I received a call back @ 1:53 PM (now after 72 hours) I was told that its over 72 hours (because Conn's counts days not hours) and they will send someone out to repair it. Why do the delivery drivers say 72 hours if it's not really 72 hours?I called customer service and no one can help you, they tell you to call the store, the store tells you to call customer service and they in turn transfer you to the "correct" department, but it's never the correct department. They open tickets and then close them as resolved without ever communicating what the resolution is. On Saturday July 12, I finally called the manager at the Chandler store, [redacted], and he told me that they were going to replace the defective section of the couch. The delivery people called that same day to set up a time to come out and replace the defective couch. Sunday, July 13, the delivery driver is at the house and tells me that Conn's ordered the wrong one. You deliver a couch that is already falling apart and then when you try to correct the problem you mess that up too. I had other items that we purchased (oven, rug and microwave) that have not been delivered and I have already cancelled those. On Monday July 14, I called customer service yet again and asked them to come pick up their defective couch and to close the credit account.. I was told they could come get the couch, for a $129.00 fee and then I could exchange it for something else, or I could do a voluntary repo but I am still responsible for payment.Desired Settlement: When you make a big purchase, such as a couch, you are not only paying for quality merchandise, you're paying for quality customer service. Since the couch was delivered defective and then you sent the wrong couch out to "fix" my issue and the complete lack of customer service, I would like for Conn's to come pick up their defective couch, which still has all the tags on, and close my credit account with no negative impact on my already good credit.

Business

Response:

Thank you for

the opportunity to respond to Mrs. [redacted]’s complaint. Our records show

on 7/06/14, Mrs. [redacted] purchased a Catnapper Nobel furniture set

which consisted of three pieces; sofa, loveseat, and wedge with a 48-month

Furnituregard Plan on all three pieces. Mrs. [redacted] also received a free

Haier 32” LED TV and elected to have items delivered. Our records

indicate Mrs. [redacted] was scheduled for delivery and received her items on 7/07/14. Mrs.

[redacted] contacted us on 7/10/14 which is 72 hours after receiving delivery; Mrs.

[redacted] stated the back of her couch was peeling and the staples and screws were

visible. After researching Mrs. [redacted]’s complaint we found an exchange

was approved to replace her sofa. Mrs. [redacted] was scheduled to receive her

sofa on 7/18/14; upon delivery Mrs. [redacted] stated the sofa was the

wrong item it was the loveseat that was defective and needed to be

replaced. As of 7/22/14, Mrs. [redacted]’s new loveseat has been delivered and

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

experience and the inconvenience as a result of delay.

If we may be of

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

Kind regards,

Customer

Relations Officer

Review: Conn's set up a delivery of my items I purchased, they delievered them and as they were bringing in my refrigerator they hit the stainless steal door on my door when they were bringing it in. This caused a large dent on the left upper door and a smaller dent in the lower freezer door. The delivery gentleman said no problems, if your wife doesn't want it, just call and we will take care of it. Well I have been calling and refusing to pay and they still haven't fixed it. I have been lied to so many times I can't count anymore. There are notes all in my records about it. I told them numerous times that the only way I can get someone to call me back is if I don't pay the bill. Collections even told me they would be able to get it fixed if I payed the bill so I paid and no one called me back until I didn't pay for it the next month. This has almost been a year with no resolve. So I am seeing if I have any recourse.They also debited my debit card one month without my permission. This is an awful place to do business with. Please help meDesired Settlement: I''m to the point where I just want them to pick it up. I believe I bought it 10-3-2013 I have the paperwork at home and not with me. There may be some incorrect data with the details of the product due to the paperwork isn't with me. But I believe this to be correct

Business

Response:

Thank you

for the opportunity to respond to [redacted]’ complaint. Our records show on 10/09/13,

[redacted] purchased a ** French door refrigerator with a 1-year limited manufacturer’s

warranty and received delivery on 10/11/13 in good order. Although no damages

were reported on the delivery ticket when the unit was delivered, Conn’s has

agreed to repair the door. On 8/14/14; [redacted] also received a 10%

concession in the amount of $260.99 for the refrigerator. We attempted to

contact [redacted] on 10/01/14 to verify which door needs repaired to order

the correct parts however; we were unsuccessful in our attempt. [redacted]

may contact us at [redacted] and reference helpdesk ticket number [redacted] to

provide requested information to order parts for repair. We sincerely apologize

for any inconvenience [redacted] experience during this process.

If

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

Kind

regards,

Review: My refrigerator broke on [redacted]. we called the service department and parts were ordered. My husband and I were patient when we were told the parts would take 10 days to get in. We patiently waited and still gave a couple of extra days before we started calling to inquire about the parts. We called almost on a weekly basis to check up on our parts and always got tossed around between departments. We were told several times that we would have a manager/supervisor call but not one ever contacted us. I have spoken with several people at the Beaumont call center but no one was ever able to provide us with a straight answer. The situation was always referred to the service department. [redacted] in the service department was suppose to have contacted us but never did. [redacted] in customer service was suppose to have called us on [redacted] and NEVER did. On [redacted] we were told that the parts were in but they were located in a warehouse in Harlingen, Texas and had to be sent to San Antonio and then sent to the service repair man. I called again after [redacted] but never got any answers. I have a 1 year old and a 7 year old that I have to cook for. Every day for the last month I have had to go to the grocery store to purchase the rations that I am going to cook for the evening. And then toss the left over because my appliance doesnt function. This is COMPLETELY ridiculous. Once an actual month went by we requested we get a replacement refrigerator NOW all of a sudden a repair man is calling saying the parts are in. I need my refrigerator replaced. I no longer feel I should have my appliance fixed and then have to go through this situation again. In the repair service agreement it states that (iv) the total time to repair the product from the date of the initial service call exceeds thrity days, or (iv) it is unable to repair after 3 service attmpts then FWSC WILL PROVIDE a replacement product with equal or similar features and functionality. I need my refrigerator replaced. We have been more than understanding and patient with CONNS and do not deserve to be treated like this. We are not asking for anything else than what we are entitled to.Desired Settlement: I need my appliance replaced. With a product of equal funtionality.

Business

Response:

Review: In [redacted], I bought a $2600.00 [redacted] refrigerator from Conn's. Beginning around [redacted], the refrigerator stopped cooling, then again at [redacted]. Since then, Conn's has replaced the computer 3 times, plus some other minor repairs. On [redacted] the refrigerator stopped cooling again. The service tech came out and said it was the sensors. He ordered sensors and they were installed on [redacted]. The refrigerator did not start cooling. The service tech said the compressor is not working. He said he would call Monday, [redacted], to see if it started cooling. It did not start cooling over the weekend. The tech called Monday and I told him that the refrigerator did not start cooling. He said that his manager said that my refrigerator was going to be exchanged. He said someone would call me within 48 hours to give me the details. Noone has called. I called them today ([redacted]) and I was told that my refrigerator was NOT going to be exchanged. Instead, they ordered a compressor and it would arrive at their business on [redacted]!!! I spoke with someone in the corporate office and she just kept telling me that my refrigerator would not be exchanged.I was told last year when all this began that when I have the same problem 3 times, the refrigerator would be exchanged. I've had three computers replaced! I don't understand how much more I have to be inconvenienced with this refrigerator not cooling. Each time the refrigerator goes out, it takes a week to a week and a half to get it going again. I've lost hundreds of dollars in food. It's expensive to buy food on a daily basis. I don't know what else to do or where to turn to get help. I have told them several time that I have a lemon and that I'm not happy with the product or their service. I'm very frustrated.Desired Settlement: I would like an exchange or my money back. I need a refrigerator that's dependable. Their customer service is lousy. I just don't know how many more times this refrigerator has to break down before I get another one.

Business

Response:

Review: I purchased a 70inch 3D LED [redacted] TV from Conns and it is defective. It has a constant line that runns and shoots down the middle of the screen. It is only 4 days old and they will not allow me to exchange it for a working one. I am told I have to pay 15% to restock the item. I was told verbally by the salesman [redacted] that I had 15 days to exchange and 30days to return the item. I do not believe I should have to pay 300.00+ dollars to replace an item they sold that was faulty. I have thier repairman coming out in two days and have to pay 89.99 just to have him look at the item. I just want what is fair and to exchange it for a working one of the same model. I am currently looking for represetation as I am a person of priciples and will pay more than the 300.00 to have this handled correctly. I have been a costumer of this comapny for years and feel this is rediculous for them to not replace the broken item.Desired Settlement: exchange without a charge to do so.

Business

Response:

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

Our records show on **/09/14, [redacted] purchased a 70” [redacted] 3D Smart

television with a 1-year limited manufacturer’s warranty and elected to pickup

his television from our [redacted], ** location.

We received [redacted] complaint and found he contacted our

service department on **/13/14 stating small raindrops shapes appears from top

of screen going to the bottom. A service

appointment was scheduled for **/15/14; upon inspection the technician

contacted the manufacture to assist with the repair needs. Our records show on **/17/14; we submitted a request to the manufacturer for a possible exchange

however; the manufacturer is requesting additional information for further

review.

Although we have not received a response from the manufacturer, as

a gesture of good will Conn’s is willing to exchange [redacted] television. [redacted] may visit his nearest Conn’s location to initiate the exchange. We

sincerely apologize for any inconvenience [redacted] experienced as a result of

the delay.

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

Sincerely,

Business

Response:

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

concerns. Our records show we have

confirmed the exchange with [redacted] and his delivery is scheduled for **/6/14.

.

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

###-###-####.

Sincerely,

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 would like to add that Conns charged me 80.00 to deliver the replacement TV to me. Conns only agreed to replace the TV once [redacted] admitted fault and offered a replacement. I would also like to add that I have been a customer of Conns for three years and have never missed a payment. I cant believe I had to pay them to replace something that was faulty from the start. I beleive that it was only the Revdex.com and attorney genereal complaints that I filed that got this taken care of. I thank you for your involvement.As a note of good will Conns should call [redacted] and reference claim [redacted] for the raplacement TV. [redacted] will deliver on Thursday and will not charge them a delivery fee. Im glad I could help them offset any expense. Best, [redacted]