B And B Movers

Review: I purchased a new HP Spectre2 2in1 laptop (detachable) laptop on [redacted]. This was brand new and box was taped (warranty info in box/laptop screen had plastic covering that you peel off/Electrical cords were "tied appropriately with plastic tie" AND cord was in plastic sheath. I gave this to my son. I purchased another exact one on [redacted]. When I got home later that evening, I opened up this "new computer" that was sold to me (box was taped up similar to the new one I purchased on [redacted]) The cords were loose and not tied, just thrown in the box, the warranty and setup paperwork was missing, no plastic covering on the laptop screen and the location was SETUP already for a [redacted] location. *I live in [redacted] There was also a loud buzzer (like an alarm clock) when I opened the laptop.. Summary: this was either a demo/floor model that came from another store or a return (hence the loud buzzer noise) I immediately called the store that night and spoke to the rep who said he would look for another one. the next day I asked if they found one as I do not mind paying [redacted] for a laptop but would prefer it was NEW. I was told that I would have to pay $[redacted] restocking fee. I have left several messages for the store manager "[redacted]"; customer service escalation manager.."[redacted]" but have not received any phone calls back. I have called to check on the status every day since [redacted] (now 5 days) but still no phone call back. I called the COO, [redacted]'s office at the [redacted] and was referred back to the [redacted] office and am awaiting a call from a [redacted] office. I am extremely disappointed in the service, the lack of attention to this matter, and mostly in the business practice that I have heard existed but now am experiencing first hand...that you pay for used merchandise.Desired Settlement: Due to the mistrust I have for any appliance from Conn's, I am now requesting to not find a NEW replacement, but to return this laptop that was sold to me as new)without paying a restocking fee.

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].

Regards,

Review: I purchased a sofa from Conns on [redacted]. After delivery we discovered that a electrical part was missing which caused the loveseat not to function/recline. I called Conns to report the problem and discovered that the love seat was part of a sectional, and further more they could not replace the missing electrical part. I was also informed that all items sold could not be returned and were sold as is. If I was informed about the store policy in advance; I would not have purchased the loveseat at all. Now I am stuck with a non-functioning loveseat that I have no use for. I feel the store is responsible for resolving this problem in efforts of providing good customer service and for not informing me of the store policy at the time of purchase.Desired Settlement: I would like to see this matter resolved by either returning the sofa for a refund or at least paying $350.00 totally without the finance charges applied. The total price without interest was $591.25 after interest was added the total was $948.72. Conns is also charging an additional cost of $75.00 insurance.

Business

Response:

Thank

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

records show on 7/27/14,

Mrs. [redacted] purchased a [redacted] left side facing sectional from our [redacted] location in [redacted] as a floor model. Mrs. [redacted] made her purchase

and elected to take her sectional from that location on the same day.

Mrs.

[redacted] contacted our service department on [redacted];

stating the sectional was not reclining, the wires were cut, and the motor was

missing. A service call was scheduled for [redacted];

during the inspection the serviceman found the sectional was missing an outlet

plug and all the cables were torn.

After

reviewing Mrs. [redacted]’s complaint Conn’s has agreed to honor her request to

return or exchange the sectional up to the original amount paid on her invoice

$591.25. Mrs. [redacted] has been contacted

and is aware of the approval. We

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

that has been caused.

If

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

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.

Sent: Tuesday, [redacted]

To: drteam

Subject: RE: Referrence Number [redacted]

I would like to thank you for your assistance. I received a phone call from Conn’s on yesterday and they have agreed to resolve the issue by allowing me to return the sofa.

Thank you again!

Review: Bought a new [redacted] TV from Conn's on [redacted] in [redacted], on [redacted]. TV is defective out of box. Called Conn's next day, [redacted] to notify store. Was told I need to call back and speak to my salesperson who was off. I called back the next day [redacted], salesperson off again, asked to speak to manager, put on hold, no one came to the phone. I called again on [redacted] and ask for salesperson, [redacted]. Was told he's with a customer. Called back later and he answered, told him issue with TV, he said I would have to pay 15% restocking fee to exchange or call Conn's help desk. Called help desk in [redacted], was told they have to send a service tech to my house. Service couldn't come to my house until [redacted]. Service ([redacted]) showed up on [redacted] and determined TV was indeed defective and stated the LED panel and mother board needs replacing. He said that Conn's has a 24 hour product failure exchange guarantee and wondered why they didn't just exchange it. I told him they put me off for three days when it was too late to exchange. He stated that Conn's do that to a lot of customers, he said they will lose a lot of customers but don't seem to care. Anyway he said he have to order parts for it. Didn't hear back from Conn's service until [redacted] in which [redacted] stated that he has the LED panel but the mother board is on back order. He said will have to wait until the mother board comes in to fix the TV. He said he didn't know how long it would take. I told him I will be on vacation from [redacted] to [redacted]. Conn's called and left messages on [redacted] and [redacted]. I called them back in [redacted] and they said since they couldn't get ahold of me they cancelled my repair order. They stated they have to reorder the parts. On [redacted], Conn's came to house to fix TV. Service tech ([redacted]) said he didn't know I also needed a mother board so he didn't have the part. [redacted] called me on [redacted] and said he's sorry, he was mistaken but the mother board was In the van hidden under other parts. We agreed for him to come back on [redacted]. He came and replaced the LED panel and mother board. When we plugged in the TV, screen was cracked on inside and he admitted the other part was not a mother board when I questioned him. He claimed he didn't know what was going on because he took over the route for another tech, [redacted]. I noticed on the part boxes that they already had defective stickers on them, I took pictures of them. He called his boss and he told him to put back in my original parts and he will submit for an exchange, it will take 4 to 5 days to process. After 7 days, I called Conn's and was told my exchange request was denied and they will continue the repair and order parts again. I spoke to Conn's corp. and they claimed it was [redacted] who denied my claim. I spoke to [redacted]'s Executive Customer relations dept on [redacted] in which they stated Conn's never contacted them about my issue. On [redacted], I will have this TV for 3 months and it's still defective.Desired Settlement: Exchange or money back. I bought a new TV and should have a working TV out the box.

Business

Response:

Thank

you for the opportunity to respond to **. [redacted]'s complaint. Our records show on [redacted]; **. [redacted] purchased a

**” [redacted] Smart television which comes with a 1-year limited manufacturer's

warranty.

We received **. [redacted]'s complaint and found

he has contacted our service department on two separate occasions regarding his

television stating, the unit turns on and off by itself. Our record show on

[redacted], Conn's agreed to exchange **. [redacted]'s television due to the delay

receiving the necessary parts to complete repairs. A service claim

representative contacted **. [redacted] on [redacted] to inform him of the approved

exchange. As of [redacted], we have no records indicating **. [redacted] has processed

the exchange on his television. **. [redacted] will need to return his old

television to his nearest Conn's to initiate his exchange. We sincerely

apologize for any inconvenience **. [redacted] experienced as a result in service

delay.

If we may be of further

assistance, **. [redacted] may contact customer service at [redacted].

Kind regards,

Consumer

Response:

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

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

Review: On [redacted], I went to Conn's with sole purpose to get a riding mower. They also told me the more I got the less my monthly would be but they had a new one which was delivered on [redacted] and was non functional when delivered. I called the day they delivered this and advised them only to have them tell me they would get with mgmt and call me back and nothing. After several calls an getting the run around, they picked up the unit 4 days later on [redacted]. Was told was sent to Dallas for servicing. I called few dsys afterwards to chech status an told no tech was assigned an to check back in 3 to 5 business days. So I allowed the time an nothing was done. So I went to store location on either [redacted] or [redacted] an spoke with a mgr. which they had no information. I get call few days later that should be returned an delivered between Wed an Friday an recevied no call. I went back to store and mgr. told me was delivered there but could not send to me because had no invoice. Not sure about that because if had no invoice how could receiving sign for it. Anyway, the [redacted] called and requested them to email an invoice an never received one. I received a call during the week from another mgr and they told me could not deliver this because the mower still was non-functional. Dont they test this before sending back out? At this point, I advised the mgr that because of this I was returning all items. Now we were already barely over 3 weeks and still I had no mower. So, I returned the other items on [redacted] at which point I felt not paying a 15% restocking fee on all items was not justified which mgr. [redacted] told me this was a self/voluntary repo an will go against credit. I informed him that because nothing was resolved and cust. service was horrible I am having to pay some outside party to mow my yard now. At no time was there an offer made to replace the item. I have much more details but there is not enough room so I tried to include as much info an detail as possible.Desired Settlement: Based on the numerous attempts I made to get this addressed and resolved, I am looking to have this cleared to where this is not reported against and affect my credit. I am now going to have to obtain financing now from another source to get a functional riding mower for my original intended purpose. The amount of time that had elapsed was an unacceptable time frame.

Business

Response:

Review: My husband and I ordered a refrigerator, dishwasher, and the matching microwave which comes with a kit. When the appliances were delivered, the microwave & kit were the wrong ones ordered. We were told they would reorder the right one. We purchased these appliances in [redacted]) It is now [redacted] and we still have not received our kit or microwave. I have had to call several times looking for our microwave with several different people telling me different things. They did eventually make a delivery only to bring the wrong one again with the wrong kit. Then another 3 weeks passed and I called and a young lady told me our microwave was sitting there but no kit. The young lady couldn't understand why no one was calling us or keeping in contact with us about our appliance. No one has tried to contact us about the situation. We are the ones who have had to call them over and over again looking for our appliance.I have asked to speak with a manager 3 times and every time, I'm told he's in a meeting. Our sales person has done a poor job of ordering and keeping in contact with us since this sale. The store has tried to give me other numbers to search out the problem. I feel it is their responsibility to find out why it's been two months, and why we are expected to make our payment if we don't have our appliance and kit. I called this morning and was given the same reply when I asked to speak to a manager. I don't know what else we are supposed to do to get an answer from anyone at Conn's. We went there in good faith and felt we would get good customer service. I am very disappointed and would not recommend this place to others. Thank you.Desired Settlement: I would like a manager to call me or my husband and explain why his employees drop the ball and never tried to call us and keep in contact with us regarding our appliances. I would like them to let us know when we can expect our microwave and kit sometime this year. I also would like the manager to explain to us why we should begin our payment on [redacted] since we don't have all of our appliances. Two months waiting is ridiculous!

Business

Response:

Review: [redacted]We purchase sofa & love seat there was a charge for $389 to 400.00 insurance on theft or fire plus $129.99 delivery charge that was promise to be taken off if we bring homeowners declaration page plus free delivery rebate coupon.we did it next day and after long debate whit cashier (on your face yelling by cashier towards me)we got to talk to mgr.new contract with verbal explanation free delivery was mail in coupon.Furniture was delivered on [redacted] at this time my door as dented against a table I have.around furniture cushions look about 9 inch thick.3 days latter we decided to buy anti slip protectors for legs we notice missing back left leg on sofa (Mfg defect #1)we call store they said 24hrs to fix problem,on [redacted] the came and screwed in a new leg.at this time I notice cushions were loosing thickness so I change them around.But this did not work still collapsing.on [redacted] we went to store to make 1st payment but decided to address problem Mgr. advice to call 1800 number I call on [redacted] talk to [redacted] she said tech would be sent to my house complaint #9[redacted] tech shows on [redacted] he said the only thing he can do is order new foam better than the one they where using on this sofas. I ask if they guaranty no more problems on collapsing issue also he said was yes or no!I refuse this fix.(Mfg.defect #2)I immediately call 1800# talk to [redacted] she inform me no RETURNS OR EXCHANGE.That is not what is says on pamphlet given to us with contract 30 days under manufacturer's defects new work order #[redacted] she said I would have answer in 72hrs.All this time we ask for exchange of sofas and yes we are not welling to pay $2810.56 For 3 weeks of use cushions are now at 6inches width and going down.We are disable 5 bad disks on me And 4 on my wife's back it is ridicules trying to sit down on this sofas plus very painful. we had previous sofas for 5 years and they were 50% better than this new ones We still have recliner.We are not welling to pay! to save Ur creditDesired Settlement: We. want a better quality sofas the ones that wont hurt on us sitting down for 10 to 20 minutes ,because of ship materials and the fix of any damage to our credit.Again we refuse to pay for this sofas.[redacted]

Business

Response:

Review: Bought washer and dryer from Conns. At pick up I was told the items were not in stock and was given the floor model. A month later dryer stopped working. A technician came by and said he had to order a part which would take 10 days to get in. After a month, I called to check status and was told part was canceled because I was given a replacement dryer and to call store. I called store who said they exchanged the dryer but I never got a new dryer. I call corporate office and now they said that the part was in and that a time had been scheduled for repair. I never got a call. I have been going round and round with both store and corporate. No one gives me a straight answer and my dryer is still not repaired .Desired Settlement: I do not want to deal with this company again. Customer service is horrible. I do not want to go through this if I keep items and they need repair in the future.

Business

Response:

Review: My name is [redacted] and I have an account at Conn's. Saturday Febuary [redacted] there was $600.00 taken from my checking account without my authorization. I was not aware of this until I went into a store to buy gas and food and my debit card was declined. I then called my bank to figure out what was going on and they told me there was an amount of $600.00 pending from Conn's. I was very upset because no one called me to run this by me, no one asked for my card information, no one gace me a reference number for this unauthorized payment of $600.00. I have had to suffer for FIVE days now with ONE DOLLAR in my bank account. My rent was due on Febuary 3rd and I was unable to make this payment due to Conn's processing this payment without my knowing. I have called them numerous times to get this situation straightened out. I have requested to speak with a manager or a supervisor, I have requested for someone to call me back and give me an update of where my refund is at. No one called me back. They continue to tell me that my refund is still in review. I am very upset. This is an unauthorized payment that should not have been processed without my permission. I am a full-time employee and a full-time college student, every dollar, and every cent makes a difference to me. I work very hard for my money and having $600.00 taken from me really irritates me. I am suffering, I have been stressed out because of this. This situation to this day Febuary still has not been solved. I have been told that my money would be refunded back into my account within 72 hours from Saturday Febuary [redacted] I would like this situation resolved.Desired Settlement: The refund amount should be $600.00.

Business

Response:

Review: I order a tv stand a computer desk, tv, and mattress set. When they put it in my home they said they didn't have time to put it together.I called there boss, and he sent another set of me 4 hours later to put the things up. They said my tv was not in . I called on the 18 they said its here, but you have to pick it up. I am disable thats why I paid for it to be brought to me. Then I go and get it, but it has never work since I got it. I called 9 times in a week to get some one to come out but each time I get the run around and talk to like I am s...Desired Settlement: I don't want anything from them nut for them to pick up there things . I will never deal with any store that treats people like this. The things came from the store [redacted]

Business

Response:

CASE ID: [redacted]

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

Our records reflect that [redacted]’ purchased product from us via invoice #[redacted] on 12/**/14. [redacted] paid for assembly of the television console. [redacted]

contacted us 02/**/14 for service on the television console reporting that it

was wobbling. On 3/*/14 the ticket was closed due to no response. We have made

several attempts to contact [redacted] regarding this complaint. We have been

unable to research her and have not received a returned call at this time. If she wishes to continue with service [redacted] may contact our service department at [redacted]. No exchanges or refunds are due at this time.

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

us directly at [redacted]

Kind regards,

Conn’s Customer Relations

Consumer

Response:

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

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

Regards,

Review: I purchased and had delivered by Conn's a chest of drawers/bunk beds combo for my girls, ages 14 and 9 in 2013. They needed more space in their room and these items allowed for them to place their clothes. A few weeks later, I noticed a small crack in the middle of the chest of drawers. The damage was significant enough that it caused several drawers not to open or close properly. I didn't immediately alert Conn's of this. When I did Conn's sent a person to look at it with the idea that something would be done to fix it. Weeks passed and I never heard from the man who inspected the drawer, nor Conn's. In 2014 when I went the Conn's in Baytown where I purchased it, the woman at the customer service counter read from a computer that the merchandise didn't meet repair standards despite having a warranty. I am still paying for these items and it seems unfair to me that I should still pay for a damaged product that was not caused by my children. Most of the damage is inside the drawer and it doesn't seem that it would take a lot of work to fix this. I have been a Conn's customer for years and had friends who were work associates with the business. They tell me in confidence that Conn's is notorious for not being there for its customers when matters such as these arise.Desired Settlement: We would like someone to fix it.

Business

Response:

Thank

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

show on 5/03/13, Mrs. [redacted] purchased a Trendwood Visions bedroom

set which included eight pieces; twin/full frame, twin/full ends, dresser, two

draw dresser, full slat kit, twin slat kit, mirror, and a stairway chest with a

limited 1-year manufacturer warranty on all pieces. Mrs. [redacted] elected

to have her item(s) delivered bringing her purchase total to $1,872.65.

Our records indicate Mrs. [redacted] was scheduled for delivery and received her

item(s) on 5/03/13 in good order. On 11/04/13, Mrs. [redacted] contacted us regarding her

dresser; stating it was broken and the wood was chipped. A service call

was scheduled on 11/19/13; upon inspection the service man found the frame

board on the dresser was broken in half. Mrs. [redacted] alleges that the damage

to the dresser was caused during delivery; Mrs. [redacted] stated during delivery

a delivery person dropped the box and she did not recognize the wood was

cracked and broken in half. Our records show Mrs. [redacted] signed her

delivery ticket acknowledging items were received in good order. Mrs. [redacted] also stated to the service man

that the mirror was foggy however; the service man did not find any issue with

the mirror. Our records show we attempted to contact Mrs. [redacted] on 11/25/14, to

inform her that the damages found in the report were not covered under the

manufactures warranty. Therefore, we are unable to honor Mrs. [redacted] request for

a repair/replacement.

If we

may be of further assistance, Mrs. [redacted] may contact Customer Service at 1-877-358-1252.

Kind

regards,

Conn’s

Customer Relations

Review: I certainly hope you can help me. I purchased a 3 piece sectional in January and have had numerous issues. It is now 3 months later and none of my issues have been resolved. And thus far, no one at Conns has helped me resolve it. What I want a full refund on my order, and the damaged pieces currently in my home picked up. I have made 14 phone calls to your company and no one seems to help me. Here's the history: 1/26: Ordered furniture on invoice #[redacted] through Indian Bend store in Scottsdale, , working with sales rep [redacted], rep #[redacted]. Was promised my furniture would be delivered in 4-5 weeks, likely 2/21 - 2/28 timeframe. I paid $500 down, applied for and was approved for a Conn's charge card through GE Capital. Total order on invoice: [redacted] 2/21: no word, so called [redacted] who checked on order 2/25: was called, told furniture was in, could we schedule week of 3/5-3/12: Several phone calls, telling us order was in, ready to schedule. Followed by another call saying that it was a mistake, not really in, still waiting. At least 6 calls with [redacted] getting conflicting information. 3/12: [redacted] introduces us to his manager, [redacted], whom we had numerous conversations with, attempting to schedule delivery. [redacted] tells us that there was a mistake, the first time they called us, it was not our furniture at all, but now they have found a set for us and can deliver it in next few days. Throughout this entire ordeal, [redacted] and [redacted] have been very courteous and attempted to help us, but apparently, they have no control over this. 3/15: Partial delivery made, 2 of 3 pieces, both are damaged. 3/17-3/26: Numerous calls requesting damaged furniture be replaced. No response, so requested to cancel order. I was told to call corporate. 4/5: Called, filed ticket, requested refund and damaged furniture removed. Told I'd get 72 hr response.4/12: Called again. no resolution, said still working4/19: called again, no resolution, no status updateDesired Settlement: I have now spend at least 12 hours of my time over 3 months with this hassle, and no one has been able to resolve any of the issues. I still can't get an answer from anyone. What I request is: 1) Response to this email. 2) Pick up the two damaged pieces and (bonus) TV that came with the order. 3) Cancel any pending order (I have no idea if this has been done)4) Refund my entire order, 3,368.46 I have already purchased a replacement set from another company.

Business

Response:

Thank you for the

opportunity to respond to Ms. [redacted] complaint. Our records show on 1/26/14, Ms. [redacted]

purchased the Dakota Java Furniture set (sofa, loveseat, and wedge) from us.

Our records indicate that Ms.[redacted] was scheduled for delivery between 2/21 – 2/28. On 2/21/14 Ms. [redacted] contacted

us regarding her delivery; stating that she had not been contacted with a time

frame for delivery. According to our records the furniture was a special order

and there was a delay in receiving the furniture from the manufacture. Once we received

the furniture we attempted to deliver it on 3/15/14, at

that time we

discovered a piece was damaged

and another had not been received. We

contacted Ms. [redacted]’ in regards to her concerns and Conn’s has agreed to

return the delivered items and cancel the item that had not been received. We show Ms. [redacted]’ furniture was picked up

on 5/3/14 and a credit of $1,567.81 is processing to her GE account. As a gesture of goodwill Ms. [redacted]’ was offered

a $100 Conn’s gift card to use toward a future purchase. We

sincerely apologize to Ms. [redacted] for the experience she had and for any

inconvenience caused as a result of the delay.

If

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

Kind

regards,

Conn’s Customer

Relations

Review: I was lied to about warranty coverage from the salesperson about stains being removed from furniture. I was told at the time of purchase that all stains would be covered under the furnituregard. I called Conns to schedule a tech to come out to clean stains off the couches. I was informed that a tech would not be able to come out for 3 weeks and was given a date. I took the day off when they were suppose to come out. I received a phone call in the afternoon on the scheduled day and they told me that the driver had been involved in an accident and was not going to make it out there that day. They then told me they would not be able to come out until 1 week later. Thus making it 1 month after I had requested service for them to come out and clean the stains. This time the tech called me a day in advance and told me that he would be there the next day. He comes out that day looks at the stains and says " I only handle small stains not these stains" "we have another truck that comes out to handle larger stains like this I will let them know that is what they need to do" I then get a call today stating that they would not be covering the damage on my couch and that my warranty did not cover this. I feel like I have been lied to and that this is not the right way to treat a customer.Desired Settlement: I just want to have my stains cleaned from my couches like I was told would be done at the time of purchase.

Business

Response:

Thank you for the opportunity to respond Mr. [redacted]’ complaint. Our records show on 6/19/13, Mr. [redacted] purchased a Temple loveseat and sofa with a 48-month FurnitureGard Plan with us. Our records show on 3/18/14, Mr. [redacted] contacted us regarding his sofa; stating he had a liquid stain that was about one week old. A service call was scheduled for 4/07/14 to spot clean the report stain. However due to scheduling conflict the service technicians had to re-schedule the service call for 4/14/14. On 4/14/14, the technician was dispatch to conduct the spot cleaning for the reported liquid stain on the sofa. Upon his arrive the service man reported the sofa and loveseat would require a full cleaning due to the multiple stains that were excessive. Therefore, we are unable to honor Mr. [redacted]’ request. On 4/16/14, we contacted Mr. [redacted] and advised him that the excessive stains/soil on both sofa and loveseat were not covered under FurnitureGard. As listed on Conn’s FurnitureGard Terms & Conditions: Number (9) YOUR OBLIGATIONS PRIOR TO RECEIVING SERVICE UNDER THIS PLAN: (Paragraph One) On-Going Care and Maintenance of Fabric and Leather/Vinyl: Your Product(s) must have been maintained through routine cleaning and maintenance, shielded from direct sunlight, whenever possible, and protected from prolonged exposure to heating sources, vents and radiators. We have included supporting documents in our response which includes a copy of the FurnitureGard Terms & Conditions and the pictures taken at the time of inspection.

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

Kind regards,

Conn’s Customer Relations

Review: I assume the matter of food safe handling could/would be a health issue as well, potentially?____________________________________12/13/13 Purchased Unit LG french door refrigeratorFriday night, Conns Lake WorthSales person didnt sell us a water line, so when delivery came they couldnt hook up ice maker.Sales person said they will provide 3 hour window on delivery.12/16/13 Recd unit within 15 minutes of their phone call to notice/arrive.No water line for ice machine. We had to get back out, go to Lowes and buy a line to hook it up ourselves that evening.Said unit default to correct temperature $ setting on door said 37 I moved it to 34-35 at that time12/17/13 Dumped round of ice in AM and waited for refill & dumped againDumped water as they said, then began moving items info. Fridge, because we kept our old unit, I was taking my time about moving items and had other things going on around the house to do but was off for holiday and getting to it, but moved the majority a day or two prior to Christmas.12/24/13 (Tues. Christmas Eve) bought a tray of raw pork chops and tray of precooked chicken from local grocery & put into unit, also put bottled tea into unit.12/25/13 (Wednesday Christmas Day) pulled tea out and didnt feel very cold, took drink and felt like room temperature.I then moved personal thermometer from old fridge registering at 31 to new LG & placed right inside door as I have for yrs in whirlpool & thermometer flies up to 37,,, I then adjust temp on door down to 33 (this is as low as the LG will permit u to set it). I moved everything at that point back to old Whirlpool. Husband got sick from eating chicken that was in unit, we have since thrown away pork chops, he didnt want to fix after that, and salad dressing that I think I got sick off of and may be sick because it was in there for a couple-two or three days when unit didnt work from get go, etc. and I didnt know until "after" I placed thermometer into it on Christmas Day.12/26/13 (Thursday) I check it first thing in morning and lowest it got on my thermometer was 35 (37 by commercial/digital gun) and only early that morning, had to go work in west ft. worth all day that day and Friday, continued watching unit/checking it, seemed to register more at 37-38 (39-40 on commercial/digital gun) over and over again never pulled down to 33 and only registered at 35 that one morning and began questioning the ice/ice maker productivity. 12/28/13 (Saturday 12:50pm)Called Conns Service (under warranty/bought 2 yr. extended warranty) for repair, thinking they could/would get someone out there Monday and they put me on hold and come back and say, there is no repair company in your area (we live in Burleson, TX there is a Conns in Burleson, TX, etc. we are part of a major metropolitan area just in the outer look, etc.). But, says they will have to have a Service Manager person call me back within 24-48 hours about who/when a repair can be made.12/29/13 Sunday stopped by Conns in Burleson visited w/a couple employees there about issues w/the ice machine and they said we needed to report this issue too and suggested looking into getting a different unit altogether, it was questionable as to whether an LG would a good match for people who go through a lot of ice, anyway. Although at that point, we werent even getting the amount the LG was suppose to produce. Filling a cup and a half of another cup at six pm then nothing from that point to ten pm at night. Had to wait until the next morning around before any more ice would dump or sometime after 10pm. They said the salesperson should have steered us toward the Samsumg bc Samsung produced 3pds an hour, while LG only 10lbs per day, but we werent getting 10lbs out of LG.12/30/13 (Monday morning) 9:30 am & 9:41am - I call them again, because I havent heard anythingMy husband then calls customer service and speaks to someone who said they were a Manager in a Resolution Dept. named Destiny provided us w/a claim number ([redacted]) of some sort, said an outboarding resolution group would be contacting us about getting the unit exchanged (note: no one ever called back). She gives us a confirmation number [redacted] although no one ever called us back from that department and/or followed up. My husband tried calling this dept. again a few days later and continued to get passed around from one person to another.12/30/13 Monday at 1:23pm voice mail message(didnt get signal to receive incoming call) VM [redacted] w Conns says: Service Infinity Solutions at [redacted] will be providing repair and should be contacting me to schedule repair.2:42 say they have ordered parts for LGI asked who are you with? Conns or LG he said LG I explained we may be getting the unit returned, based on resolution dept. discussion, but granted unit will still need to be fixed. He just said hadnt heard about that, but could take a couple of days for parts to come in and when they are in, they would then call me to schedule the appointment.Monday, we also located my husbands commercial graded Raytek brand, temperature device to measure temperature in unit. Further determined, my personal thermometer was off by 2 degrees colder, therefore, when unit was sitting at 37-38 it was actually at 39-40. I since use this unit instead and continue to compare the temp. to Whirlpool. Whirlpool sits consistently at 33 (on Commercial/digital gun) while LG is sitting routinely/consistently at 40 for the most part and measured the ice machine to range from 7 degrees up to 19 I suspect this is why the unit does not produce much ice, etc.12/31/13 Tuesday 8:53 they call and say parts are in! and the soonest someone could be out was Thursday at 1pm I explained to him, I have to return to work and no one will be here, and soonest I can be here is 4:30-5pm. He putts me on hold and eventually returns and says, they can do this Thurs. after 4:30pm and he put us on the repair persons schedule as the lDesired Settlement: Refund/Returned and/or exchanged and only exchanged as long as we are not charged their "restocking" fee into process.

Business

Response:

Thank you for the

opportunity to respond to Ms. [redacted] complaint. Our records show on 12/13/13, Ms. [redacted] purchased

a LG French door refrigerator with us. We

have researched Ms. [redacted]’s complaint and an exchange request was submitted

to the manufacture. We received a return

authorization on 1/16/14 and Ms. [redacted] was notified of the exchange approval. Ms. [redacted] brought her concerns to our

attention regarding reselecting a different model and we agreed to honor her

request. Our records show on 1/23/14, Ms.

[redacted]’s reselected a refrigerator of her choice and it was delivered on

1/25/14. We sincerely apologize to Ms.

[redacted] for the experience she had with us.

If we may be of further

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

Sincerely,

Customer Relations

Conns HomePlus

Review: A payment for 81dollars and some change was taken out of our bank account in April. We were told this was not even going to be pulled out of our account. It was. It was not applied to our con's acct however, instead they applied it to someone else's account. We have spent the last three months trying to get them to transfer the money back into our account. Our bank has faxed three bankstatements to the company and they still have not moved the money. Supervisor after supervisor have assured us it will be taken care of and it never is. The person who has the money on their account has even called in telling them to move it. Nothing has been done.Desired Settlement: We want the money applied to our acct like it should have been before

Business

Response:

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

stated she made a payment for $81 on the account but it was applied to someone

else’s account.

According to our records, Mrs. [redacted] submitted a payment

in the amount of $81.19 on April 25, 2014. That payment was applied to another

customer’s account in error. As of June 16, 2014, the

misapplied payment has been corrected and has been applied to account

#[redacted].

We have reversed the late fee that was assessed on

the account, and reinstated the 12-month no interest financing

promotion.

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

any inconvenience she experienced due to this matter.

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.

while that is an account that I have, That was not the account the payment was supposed to go on. I have called them for three months now, Explaining repeatedly that the payment was for my Installment loan account, not my cash option account. Now they have placed the money on my cash option account and it is making me late on my installment loan account. I have had the worst time with this companies incompetence and it is now effecting my credit score. I have even started receiving phone calls about being late once again. It had already gotten to the point of ridiculousness with them calling my husbands phone that we had to place a ceise and desist on his phone because they called ten time a day or more. I need for them to place it on the correct account.

Regards,

Business

Response:

Thank you for the additional opportunity to respond to Mrs. [redacted] concerns regarding her accounts. Mrs. [redacted] stated the payment of $81.19 has been applied to one of her accounts; however, it was applied to the incorrect account. She stated the credit was to be applied to her installment account and not her cash option account.

According to our records, Mrs. [redacted] does have two accounts, both of which are retail installment contracts. Account #[redacted] does not have the Cash Option, but account #[redacted] is the account that has the 12-month no interest financing Cash Option promotion

Mrs. [redacted] and her husband refinanced two of their accounts in order to combine them into one monthly payment. Account #[redacted] and account #[redacted] were refinanced. This refinance created account #[redacted]. This is the account we have applied the $81.19 payment to, which is account [redacted]. If Mrs. [redacted] would like the payment applied to a different account other than the two we have listed, we ask that she provide the account number so the payment can be applied accordingly.

We value Mrs. [redacted] as a customer and sincerely apologize for any inconvenience she experienced due to this matter.

Thank you,

Review: I purchased a dishwasher from Conn's. While purchasing item, I informed sales rep. that I did not want service policy or any other policies on this item. I signed waivers stating that I did not want a service policy or any other coverage on the dishwasher. The salesperson assured me that none would be placed on the item. When I got home and reviewed the contract I noticed that there was a 68.00 charge for "property insurance". I returned to the store and asked the manager to remove the charge for "property insurance". He informed me that I would have to bring a copy of my homeowners insurance in order to have it removed. I do not feel that I should be forced to purchase insurance or have insurance coverage on a dishwasher. If the salesperson would've told me I had to have insurance coverage or it would be placed on my policy (without my consent-I signed a waiver) I would have gone somewhere else to purchase the dishwasher. I called cust. svc & informed them of the issue. I requested that the insurance be removed or I would bring the dishwasher back to them. I was told I have 30 days to return the item. [redacted] the store mgr states that if I bring it back I will be charged a 129.00 restocking fee. I again called cust svc who states that they will call him & inform him of the policy. After being on hold for several minutes she returned to the phone & states now that there is a 129.00 fee to return the item.Desired Settlement: Remove "property insurance" or allow me to return the item without a fee

Consumer

Response:

It was financed, but I have not been provided any pmt info or made any pmts.

Business

Response:

Thank you for the opportunity to respond to Mr. [redacted] concerns regarding account #[redacted]. Mr. [redacted] stated he would like the

property insurance removed from his account or the option to return the

dishwasher.

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

24-month retail installment contract on July 1,

2014.

In addition to

signing the contract, Mr. [redacted] signed the General Information page agreeing to

the property insurance on the contract. Due to this

being a secured retail installment contract, the merchandise must be insured

with property insurance, either purchased through Conn's, or provided by the

customer under their own home-owner's or renter's policy, until the contract is

paid in full.

In the event the customer has an alternative

insurance policy, they are able to send that policy in to our insurance

department to receive full credit as long as the declaration page shows coverage

from the date of purchase to the present date.

Mr. [redacted] can cancel the property insurance by faxing a copy of his

homeowner’s or renter’s insurance declaration page that shows coverage from the

date of purchase to [redacted] for a full refund of the

property insurance price.

Review: I received my love seat April 1 everything looked ok two days later I went to hospital and had major surgery as I was discharged 04/25/2014 coming home the closest place for me to lay was the love seat and as I layed down the back of couch came out I weigh 155 not that big. Called conns they sent a guy out to look at couch and that guy stated that the couched had to been dropped in warehouse or upon delivery customer couldnt broke the couch. I have been calling waiting on them to re place my couch since april 27 no response but they want me to make payments. I want a new love seat and a response but im moving forward with lawyer as well it shouldnt take 4monthsDesired Settlement: need to call me asap

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted] complaint. Our records show on 3/27/14,

Mrs. [redacted] purchased a Corinthian Jensen furniture set which consist of 2

pieces (sofa and loveseat) with a 1-year limited manufacturer’s warranty. Mrs.

[redacted] was scheduled for delivery on 3/28/14 and signed documentation

acknowledging she received her delivery in good order. On 4/23/14; Mrs. [redacted]

contacted us stating the armrest is broke and detaching on the loveseat. A

service call was scheduled for 4/26/14; upon inspection the technician found

the left arm of the loveseat with loose and broken frame boards and determined

parts were needed to repair. Once parts became available Mrs. [redacted] was

scheduled to complete service on 5/21/14 however; she refused to allow the

technician to repair the loveseat. We attempted to contact Mrs. [redacted] on

5/22/14 and 5/23/14 to re-schedule her repairs however; Mrs. [redacted] declined

service repairs therefore the order was cancelled. At this time Mrs. [redacted] loveseat does not meet the qualifications for an exchange; the unit is

repairable and service repairs will need to continue. Mrs. [redacted] may contact

the Service Department at [redacted] to schedule a service date to complete

repairs on her loveseat.

Review: The first issue we had with Conn's was the delivery. Our salesman rescheduled our original delivery date from a Sunday to a Thursday for a brand new fridge. I took that day off of work, and waited Thursday morning for a call with my timeframe. It never came. I called the store and he said our product was not in. I wasted a day of PTO with my work because my salesman did not call me the night before to let me know we had to reschedule again.The fridge finally comes about 2 weeks later. When the delivery guy comes, he explains that he doesn't have the tools to run a waterline but he'll reschedule for the next day. The next day, I get home from work early to make our 3-6pm time window, in which they did not show up until 7:40pm..Not even calling me to let me know they were running late. Two different guys came, and said that Conn's does not run waterlines and they cannot do it. He calls someone and they end up scheduling for the next day. After he leaves, I call the distribution office because I do not want anyone working on my house if they are not allowed to and I was unsure why we rescheduled. The manager on the other line said he'd have to call me back and never did. The next morning we never got a timeframe. I call, and they say "Oh no, your fridge was installed Sunday", to which I said, no it wasn't. They had no notes on all the times I called and all the appointments I had. Long story short, ends up that Conn's will not run the waterline through the wall, even though we told the salesman upfront before we bought the fridge that we had a [redacted] house that needed drilling and running through the attic. We were told by numerous people this was possible. After all this wasted time, and many calls to corporate and the Store Manager, our answer is "get a plumber". We did not factor this into budget, as we were told before purchase that running through the walls was not a problem and they would do it. This whole experience was a complete nightmare. I regret opening up a GE credit card with Conn'sDesired Settlement: I would like to be reimbursed for the plumber costs, due to being misinformed by many people that it was something Conn's would do. I can provide receipt of costs after completion, but this was something that I did not factor into my budget due to Conn's employee's lying to me that it was included and possible.

Business

Response:

Thank you for the opportunity to respond Mrs. [redacted] complaint. Our records show on 7/07/14, Mrs. [redacted] purchased a LG

refrigerator with a 48-month Repair Service Agreement, waterline installation,

and delivery. After researching Mrs. [redacted]’s complaint we found that we

were unable to meet her needs regarding the waterline installation. Mrs.

[redacted]’s installment requires extensive plumbing/carpentry work that Conn’s does

not offer. We have refunded Mrs. [redacted]’s her installation charge of

$21.64 to her GE account. We ask that Mrs. [redacted] allow 5-7 business days

for the credit to be applied to her account. We sincerely apologize to

Mrs. [redacted] for the inconvenience.

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

Customer Service at [redacted]

Kind regards,

Review: On July 27, 2014 I went to Conn's at [redacted] and purchased a bedroom set and mattresses. On August 2, 2014 my furniture was delivered at 11am and when the delievers started assembling my furniture they noticed the slats to the bed frame were missing. They said they would come back to finish assembling my bed frame, but when they came back they brought back very light carpentery wood and started drilling holes into my wooden bed rails. I asked them if those were the slats that came with my bed frame and he stated they no longer had any so they were going to make these work. I asked him to stop drilling holes into my wooden rails and try to find me the slats that came with the set I purchased. He became upset and stated he needed to call a manager so he contacted Store Manager [redacted]. The delivery guys said they would check other stores and see if they could find me the slats. At 7pm one delivery guy came back with the wrong size of slats for my bedroom set. He assured me it would get taken care by the following day. Well I didn't hear from anybody Sunday or Monday so I called [redacted] on August 5 and asked him about my slats and if they were planning on bringing me any and he assured me it would get taken of by the following day. Again the following day I didn't hear from anybody so I called [redacted] and the sales associate stated he was busy with another customer and would call me back but he nevver called me back. So today is August 11 and I have yet to hear from anybody. I have called Corporate serveral times wanting to speak to the District Manage to get my issue addressed but apparently I have to request to speak to he/she and I have had two different work numbers issued out and have yet to hear from the District Manager as well.Desired Settlement: At this point I would like Conn's to pick up their furniture without a pick-up fee due to the inconvience and hassle. [redacted] stated he could arrange a pick up of furniture but he is asking me to pay for the pick up fee. I do not understand why I have to pay for the pick up fee if the furniture was incomplete and not properly assembled. Plus I never signed the delivery form so technically that furniture is not mine yet. Nobody is taking responsibilty and I need this furniture out.

Business

Response:

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

appreciate Mrs. [redacted] for bring this matter to our attention. Conn’s has agreed

to honor Mrs. [redacted]’s request to return the furniture with no fee. On 8/20/14,

the furniture set was returned to Conn’s and we have processed a credit of

$129.99 back to Mrs. [redacted]’s MasterCard. We sincerely apologize for any

inconvenience Mrs. [redacted] experienced during this time.

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

Customer Service at [redacted]

Kind regards,

Review: I called on [redacted] for a pay off balance. I mailed the balance requested and they claim they did not receive in the time frame. It was a few days later they say. It went to a post office box. They are are continue to show a balance of $[redacted] that accrues interest that I am responsible for paying? I should not have a balance with them. They tell me today I have a balance of [redacted]?? I don't understand what they are doing and feel this is some sort of scheme. How do you pay $[redacted] the pay off balance given and still have $[redacted] on your balance accruing interest. I have never had to deal with such before. I feel they are charging me for nothing. I have spoke to numerous representatives and managers during this time. I have been told last week that it would be taken care of and closed out. It still is not taken care of and they say it is my responsibility. Please help. Thanks in advance.Desired Settlement: Close my account, it has been paid.

Business

Response:

Thank you for

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

#[redacted] stated she paid

off the account in [redacted]; however, it is still opened.

According to

our records, [redacted] called our automated system on [redacted] and

received a payoff quote of $[redacted].

[redacted] did not submit the payment until [redacted] called the automated system

again on [redacted] and obtained a new payoff quote of $[redacted].

The automated system

provides the payoff balance, the date the payoff is good until, the minimum

monthly payment due, and the next payment due date.

We are unable

to close the account as requested by [redacted] because the payoff balance

was not received within 10 days of the payoff quote [redacted] received on

[redacted].

As of [redacted], the current payoff amount is $[redacted].

Please note, the payoff balance is updated daily. If [redacted] would like to pay the account

balance in full, we ask that she call the day she plans to submit the payment

for an up-to-date payoff quote.

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,

I did not call the automated service. I have spoken to several employees including supervisors. How can they keep charging me, I truly do not understand. I have never had to deal with anything like this.

Business

Response:

Thank you again

for the opportunity to respond to [redacted]’s concerns regarding her

account.

According to our records, [redacted] called our automated

system on [redacted] and received a payoff quote of

$[redacted] did not submit

the payment until [redacted] called the automated system

again on [redacted] and obtained a new payoff quote

of $[redacted].

All of our calls are recorded for quality assurance, and we do not have record of [redacted] speaking with a live

agent.

Business

Response:

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

[redacted]’s concerns regarding her account balance.

[redacted] called our automated system on [redacted] and

received a payoff quote of $[redacted].

She submitted the payment on [redacted].

[redacted] called the automated system again on

and received a payoff quote of $[redacted].

[redacted] called and spoke with a representative on

after she received the new payoff quote through the automated system. According to that

recorded call, the agent stated the balance was not paid by the quoted payoff

date; however, she would submit the request for review. The review determined

the balance was not paid in full and the account remained open.

On [redacted], the request was denied because the account

balance was not paid in full within 10 days of the initial payoff quote.

On [redacted] called our automated system

again and received a payoff quote of $[redacted].

She then called our customer service representative

to dispute the balance and the representative informed her once again that the

balance was not paid in full and the account would not close.

[redacted] called the automated system again on [redacted] and

received a payoff quote of $[redacted].

Again, [redacted] was informed that the original

payoff balance was not paid in full and that is why the account remains

opened.

As of [redacted] the payoff quote is [redacted]. Please note, the payoff

balance updates daily.

IF [redacted] would like to pay the balance in

full, we ask that she call the day she plans to submit the payment for an

up-to-date payoff quote.

Consumer

Response:

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

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

Regards,

They have changed stories more than once and balance steadily going up. I am not paying for something I have already paid off!!

Review: I have been a customer at Conn's in [redacted] for many years and never had any issues until now. I financed a purchase and made the MAXIMUM payment, on time every month, as to avoid the extra interest. So I would only pay the cash payout amount. However, when it came down to the last $100 which was to be split into 3 payments, I authorize Conn's to deduct the amount automatically as I had done with all other payments, however Conn's never withdrew the money. I was never informed that the payments were not made. Which is curious because Conn's always called me before if I needed to set up my automatic withdrawal. I did finally get a call from Conn's months later to collect a payment. This confused me because I believed my account was payed in full, as I authorized the payments for the remaining balance. The $100 payment that was left on my account is now over $600 and Conn's refused my review, because some much time has passed. I know and believe Conn's purposefully did not apply my payment so that I would incur all the interest I knowingly tried to avoid. This practice is outrageous to me as a consumer! I can never feel comfortable shopping with a company like this again, they cannot be trusted. I have tried speaking with many people that work for Conn's including the manager and corporate office and still have no resolution, they simply want me to pay all of the interest, not even considering that I have been a loyal and faithful customer. I am very disappointed by the "customer service" at Conn's!!Desired Settlement: I would like for Conn's to realize the practices that they are doing, not apply payments that are authorized, so consumers are forced to pay all of the interest whether they are making maximum payments or not. I would like for Conn's honor by payment history and live up to their agreement with me of the cash payout amount I should have received. I realize that looking at dates it may seem as if I didn't pay by the payment date, but this is only because my authorization was not honored by Conn's.

Business

Response:

Thank you for the opportunity to respond to Mr.

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

stated he authorized the last three payments to process before his Cash-option

expired so he would not have to pay the interest on the account; however we did

not process the payments on the account.

According to our records and recorded calls, Mr. [redacted]

called on [redacted] to discuss the account balance. He asked at

that time to set up automatic payments to pay the account off before the

no-interest financing promotion expired. The

collection agent informed Mr. [redacted] that he was unable to schedule automatic

payments and would need to transfer him to customer service. Mr. [redacted]

stated he would do it later because he did not have time and disconnected the

call.

Mr. [redacted] did not call back to schedule the remaining

payments.

On [redacted] a letter was sent to the address

on file for Mr. [redacted] informing him that the no-interest financing would

expire on [redacted] if the remaining balance was not paid in

full.

As of [redacted] the payoff balance on the

account is $[redacted].

Please note, the payoff balance is updated

daily. If Mr. [redacted] would like to pay the balance in full; we ask that he call

the day he plans to remit the payment for an up-to-date payoff quote.

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 am responding to a case that has been closed by the Revdex.com, complaint id: [redacted] this case was closed and presumed resolved, however there was no resolution. As I stated in the original complaint Conn's accepts no responsibility in the delay of my account being paid off. They simply want me to pay off all the interest that was incurred as a result of them not honoring my request to set up the automatic withdrawal for my remaining 3 payments. As acknowledged in their reply, [redacted], I did call to set up my last payments however they claim that I disconnected the call and never called back. They also stated they sent me a letter through the mail [redacted], informing me of my payments not being made. This is completely untrue! I never knew anything about my account not being paid until months later when someone called me to collect the now $[redacted] payment. It makes no sense that I would make maximum payments on my account the whole time my account was active ( I've been a customer at Conn's for years). It also makes no sense that I would call to set up my LAST 3 payments and then hang up and not call back. It makes no sense also that I would receive a letter from Conn's in Dec. informing me about the issue and I would do nothing to resolve it. None of these things add up but this is what Conn's would have you believe. I am infuriated at the accusations Conn's is making against me at this point. However, I am not surprised because I do not expect them to tell the truth of the matter, which is that they deliberately did not set up my automatic withdrawal so that all my maximum payments would be null and void and I will now have to pay the full interest amount. d ignoring a letter the