B And B Movers

Review: I just made a major purchase with this company a few months ago. I paid off one of the last accounts with the company in full. The system turned around and charged my account twice. For a different amount. I called the company the very next day because I did not know the mistake happen until I got an email. I was told that they would refund my account immediately. Well that has not happened. I have called several times and was told many different things. I spoke to someone by email and I was told that it would be taken care again I have not received my refund. Then when I called back I was told that the check had been canceled. There was no explanation but they were going to fix it. Well today 6/26/14 I was told again the check has not been processed after I have spoken to at least 5 people. I have been doing business with this company for 5 years and the time I make a major purchase I have issues. I was told that when I took the extended warranty off my account my account the payments would go down. Then when I followed up I was told that was not going to happen. The service I have received is very unacceptable when I have been nothing but a good customer.Desired Settlement: I would like my money back. I would like someone adjuster the payment on my account to actually reflect what I financed.

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted]’s concerns regarding her accounts. Mrs. [redacted] stated she had an overpayment on account #[redacted] in the amount of $53.19, but she did not receive that refund. Mrs. [redacted] also stated she requested a refund for the property insurance and two Repair service agreements on account #[redacted], but her minimum monthly payment did not change.

According to our records, Mrs. [redacted] signed a 30-month retail installment contract on May 9, 2012 which created account #[redacted]. She submitted her minimum monthly payment on May 4, 2014 in the amount of $53.19. Mrs. [redacted] also submitted a payment for the payoff amount of $356.03 on May 4, 2014, which caused the account to be overpaid by $53.19.

In addition, Mrs. [redacted] signed a 32-month retail installment contract on April 13, 2014 which created account #[redacted]. The $53.19 over-payment from account #[redacted] was transferred to account #[redacted] on May 16, 2014. Mrs. [redacted] did not receive a refund for $53.19 because the payment was applied to account #[redacted].

Mrs. [redacted] accepted two repair service agreements totaling $259.98 when she signed the contract for account #[redacted]. She also accepted property insurance in the amount of $637.49. She requested both the insurance and the RSA’s be canceled shortly after the contract was signed. On May 2, 2014 Mrs. [redacted] received an insurance credit of $841.49. This amount included $637.49 for the property insurance and $204.00 for finance charges. On May 6, 2014, Mrs. [redacted] received an invoice credit for the RSA’s in the amount of $281.42. Again, this amount includes the $259.98 for the RSA’s and $21.44 for the finance charges.

Please note, the credits received on the account, are deducted from the total balance, but do not reduce the minimum monthly payment.

We have submitted a request for the payment of $53.19 that was credited to account $[redacted] to be deducted from that account and returned to Mrs. [redacted]. Since the original payment was paid by check, we cannot credit her checking account. Mrs. [redacted] will receive a refund check in the mail in the amount of $53.19 within 30 business days.

Review: I have purchased 2 products from this store and both times told that they have a price match guarantees. My salesman told me if I found the same product I purchased within 14 days of purchase to bring proof of the price with the same model # in and they would match the price and give you 10% of the difference. I found the exact model at best buy 2 day's after I purchased the product so I drove from my home in Shawnee to Oklahoma city and went to best buy and got th price tag off the shelf and checked with an employee to make sure they had it in stock which they did. I then took the price tag to conns and showed it to the salesman that helped me the first time. He then told me that they won't price match unless you have a sales ad with the product in it, I explained to him the regular price of the item was $100 cheaper and it was on sale for $150 cheaper. He said he would talk to the store manager and give me a call back. I never received that call so I contacted customer support via email I then received an email that had their price match policy which said you had to bring in advertisement and nothing else I asked how an price tag wasn't an advertisement and she told me. it had to be available to the public and not in the store. After a few emails they came up with a new reason of since I was approved for 6 months no interest then price matching wasn't available to me. None of this was explained to me on either purchase I made at this store and I dont understand how "price match guarantee" can have so many stipulations. A guarantee is an guarantee to me and I believe that is false advertisement.

Product_Or_Service: [redacted]1

Account_Number: [redacted]Desired Settlement: I would like for the price match to be honored and not get ridiculous stipulations added every time I supply the information they ask for.

Business

Response:

Review: Horrible customer service. I bought a new ** front loading washer/dryer on [redacted] 4th. The appliances were delivered a week later. The washer when delivered was off balance. I called service right away but I had to wait a week for service. I was not able to use the washer. The [redacted] came out and told me that the washer was fixed and to make sure I gave him a 5 for his grade. The washer was never fixed. It remained off balance but was usable. I never received a call from Conn's [redacted], service [redacted] nor received their survey. I work **-12 hour days and forgot to follow up with them. This past Saturday [redacted]11/2014), my washer blew up and spilled water all over my utility room. I called service and was put on the list for the 16th of [redacted]. After much yelling and screaming, the store [redacted] moved me up to the 14th. I have not been able to speak to [redacted] since then. I keep **tting the run around. I work in a customer service environment and I have to say that if I treated my customers they way Conn's has treated me and this whole situation, I would be out of a job!Desired Settlement: I want a brand new washer since the one they delivered has been defective since the day they delivered it.

Business

Response:

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

Our records show on */29/14, [redacted] purchased ** washer and dryer both

with a 24-month Repair Service Agreement Plan. [redacted]s washer and dryer

was scheduled for delivery and received in good order on */4/14.

We received [redacted] complaint and found she contacted our

service department on two separate occasions regarding her washer. On */5/14, [redacted].

[redacted] called for service stating her washer was off balance and shaking. A

service call was scheduled for */16/14; the [redacted] tested the unit and unit

tested ok. The [redacted] also verified the washer was leveled correctly; no

parts were required for repair. On **/11/14, [redacted] called for service

stating the washer turned off during cycle and is now leaking water from

underneath. A service call was scheduled for **/14/14; upon inspection the

[redacted] found parts needed to be ordered to complete repairs. Our records

show the parts were scheduled to arrive on **/22/14 however; there was a delay

receiving one of the parts. Once we receive all the necessary parts to complete

repairs, a service representative will contact [redacted] to schedule an

appointment.

At this time we are unable to honor [redacted] request for an

exchan** on her washer; we will need to continue with repairs.

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

Consumer

Response:

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

Sent: Wednesday[redacted] 05, 2014 9:33 PM

To: [redacted]

Subject: Conn's [redacted]

At the time that I rejected their response, I had already been without the washer for almost 3 weeks. It took my reporting this situation to the manufacturer before anything was done. So, no! I will not accept their pat answer when they did nothing to help me or fix the situation. The manufacturer (**) had to obtain the necessary parts and schedule the repair call to **t Conn's to respond.

Regards,

Review: I bought washing machine February 2013 and bought service warranty. Tech came out on June 6 2014 .He told me he fix the washer and left. Well I went to see if washer was washing was not. I call customer service June 6 they state someone would come back out on June 7 2014 did not call customer Service again on 7 of June. Spoke with 4 Reps they just played music chairs passing me around. Never could speak with Supervisor stated all in meeting and that's everytime I call.Im bedridden and need my clothes wash daliy.The Reps are unprofessional laughing and hanging up on me.I paid and am paying for an appliance I cant use and they are not trying to fix my problem at all.Desired Settlement: I want a new washer this washing machince should not have went out its just a year old. And its obvious they cant fix the problem the Tech don't know what hes doing. It a sham.

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted] complaint. Our records show on 12/10/12, Mrs. [redacted] purchased a Samsung washer with a 24-month Repair Service Agreement, a washer hose, and delivery totaling $920.03. Our records indicate Mrs. [redacted] was scheduled for delivery and received her items on 12/11/12 in good order. Our records show Mrs. [redacted] contacted us on6/03/14 regarding her washer; stating the washer will not engage during the wash mode. A service call was set-up; during the inspection the technician found two parts needed to be ordered to complete the repair. Our records show we are scheduled to receive both parts on or before 6/18/14. Once both parts have been received a service representative will contact Mrs. [redacted] to schedule an appointment to complete the repair on her washer. We sincerely apologize to Mrs. [redacted] for the experience she has had as a result of her washer needing repairs.

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

Kind regards,

Consumer

Response:

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

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

Regards,

Business

Response:

Our records show both parts were

received a Mrs. [redacted] service call is scheduled for 6/19/14.

If

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

Kind regards,

Review: I, [redacted], and my husband, [redacted], purchased a Samsung washer and dryer which was delivered on 1-**-14. The total cost for these items, support accessories, and delivery was $1644.94. On the delivery day, we noticed a dent in the washer door and a tear in the tile flooring. We tried to catch the delivery team, to no avail, as they had left the area. My husband has been calling daily since, placing the first call immediately on 1-**-14.He has been given the "run around" ever since. He even called the corporate office, was told "the situation will be addressed with 72 hours. Four days later, he calls corporate again only to be told the same ridiculous story about the "72 hour turn-around time, which will begin allover again". I love the washer, but I don't think it is an easy fix, since the door has a computerized locking mechanism. If this is how Conn's does business, I guess they really are "cons". I would like for Conn's to fix the floor in my newly constructed home and replace my washer. At the least, fix my floor and give me a monetary discount for the damaged washer.Desired Settlement: I would like my tile floor fixed and my washer replaced.

Business

Response:

Case # [redacted]

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

Our records reflect that [redacted] purchased a washer on 1/**/14 which was

delivered on 1/**/14. On 2/**/14 we show that [redacted] contacted us regarding a

dent in the washer. However, the call was cancelled because dents are not

covered by the repair service agreement. Although we’ve been unsuccessful in

our attempt to contact [redacted] we have agreed to exchange the washer. A voicemail

was left for [redacted] to contact our office if she has any additional concerns. [redacted] may contact the purchasing

store to schedule pickup and delivery to receive her new washer.

Furthermore, regarding [redacted] property damage claim, the 3rd

party vendor that completed this delivery has contacted [redacted] regarding this

matter, which is currently in processing.

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

directly at [redacted].

Kind regards,

Conn’s Customer Relations

Review: I purchased a stackable washer/dryer on and had it delivered [redacted], on [redacted] it already went out. Screws were in my clothes where the dryer part was completely falling apart. I've made numerous calls, spoken to managers, customer service managers, and still keep getting the run around. I was told that they would send someone out to repair it, the 3rd party vendor called me and said they didn't service my area and that I would have to take that up with Conn's. Conn's said that they did in fact service my area and that they would have someone contact me, I never receive that phone call. I called multiple times and spoke to different people every time and was told "We'll call you back", those calls never happened either. It was finally "approved" to be replaced on [redacted] and was supposed to be delivered on [redacted]. I was called on the [redacted] saying they didn't receive it from their warehouse and that it would be delivered "FOR SURE" on Friday, [redacted]. I was contacted this morning and told that the W/D they received was heavily damaged and that they would not be delivering today. SO, a day short of a month without a washer/dryer and still cannot get my replacement.

Product_Or_Service: [redacted] Stackable Washer/DryerDesired Settlement: I just want a workable washer/dryer! Also, I want potential customers to know exactly how they've handled everything and what they could possibly be getting into doing business with Conn's. There has been so much miscommunication and none of their employees seem to know what's going on. All they've done this far is pass me on to a different employee who has NO idea about my account, so everything has to be explained, again... I will NEVER do bu

Business

Response:

Thank you for the opportunity to respond to [redacted]'s complaint. We would like to apologize to [redacted] for the delay getting her a new Stackable Washer/Dryer. Our records show [redacted]'s new set was delivered and installed on [redacted].

We appreciate [redacted] for bringing her concerns to our attention, if I may be of further assistance [redacted] may contact me directly at [redacted].

Review: I purchased an accidental damage plan and when my laptop was damaged they refused to honor my policy and said that it was not an accident but neglect.

I purchased a [redacted] from Conns in [redacted]. The sales person [redacted] talked me into adding additional insurance and protection to my product. I purchased the extended warranty as well as the accidental protection plan for my product. On Wednesday [redacted] I told my daughter to get out of the car and raise up the garage so I could park the car. She placed the laptop on the trunk to raise up the garage. After I didn't see her I begin to back into the garage and pushed the gas to get over the garage hump. I heard a crash and when I got out of the car I saw that the laptop had fallen and I had backed over it. I called the service center to report my complaint and was told that if I ran over the laptop that it would be covered through my accidental damage protection plan. I took the laptop to the service center located at [redacted]. I told the young lady at the service desk what happened and was told that my accidental damage policy would cover the damages. I called the company several times a day waiting for them to assign my laptop to a technician. I was told that after the technician look at my laptop it would be determined at that time if my product would be repaired or replaced. On Monday [redacted] called me and told me that he would be unable to repair my laptop and would submit a request for replacement. I continued to contact Conns concerning this matter and when I called on [redacted] I spoke with [redacted] and she told me that my product would not be repaired, it would not be replaced. [redacted] told me that my accident was due to negligence and therefore they would not honor my policy. I called back on [redacted] and I spoke with [redacted] at the Help Desk and asked her to read to me in the policy where it states that if I hit the computer with a car that it would not be covered. She read me a provision that had nothing to do with my situation but rather a statement that left it up to Conns whether or not they would cover damages. She left me on hold for 10 minutes and said that they would not cover the damages on my laptop. I called back again and spoke with [redacted] later that day with the corporate office and was told again that my product would not be repaired nor replaced. I told her that the information I was given at the store and at the service center is conflicting. The sales rep and the store and when I call in all told me that my laptop was covered under my accidental protection plan, however, when I have an accident I am told that it is not covered and that is is negligence. All accidents are due to some type of negligence and we are only human that is why people purchase insurance to cover them for when and accident occurs. I don't understand why Conns is backing out of our contract.Desired Settlement: I want the company to honor my policy. When I called the store and asked if this would be covered they told me yes. When I went to the service department and asked them if this would be covered they told me yes. When I called the help desk and ask them if this type of accident was covered they said yes. Now that it is time for them to replace my product I am being told no. The provisions in my contract do no specify any type of accident that is not covered. When I purchased this policy the

Business

Response:

Thank you for the opportunity to respond to [redacted] complaint. Although we have been unsuccessful in our attempts to contact [redacted]. We have reviewed her claim again with the additional details she has provided in her complaint. Conn’s has agreed to approve the accidental claim and replace [redacted] computer. [redacted] may visit her nearest Conn’s to complete the replacement process.

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

Consumer

Response:

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

Regards,

I want to thank the Revdex.com and Conns for resolving this dispute. My faith in this Conns has been restored and I am pleased with the outcome. Conns replaced the equipment using my accidental damage protection and made good on their warranty agreement.

Review: I purchased a living room suite in January 2014 from Conn's, The rocker recliner had to be replaced 3 times, due to quality issues.Within two months the sofa started to fade from brown to a light gray, and was flaky looking, this is a leather sofa. I had started calling Conn's to see about a replacement, in February 2014. They finally sent some one to look at leather sofa in May 2014. The furniture is poor quality and the service is really poor, I had talked to about 20 different personnel with Conn's. I finally had to stop making my payments, just to get Conn's to reply to my request to replace the sofa.This has taken almost six months, completely unacceptable.I will never purchase another item from them again.Desired Settlement: Replace sofa, with a new sofa or come pickup all items I purchased from Conn's

Business

Response:

Thank you for the opportunity to respond to Mr. [redacted] complaint. Our records show on 12/18/13,

Mr. [redacted] purchased a Corinthian Lowery reclining furniture set which

consists of three pieces (sofa, loveseat and recliner) with a 48-month

FurnitureGard Plan. On 4/29/14, Mr. [redacted] contacted us stating leather on the

sofa is turning white. A service call was scheduled for 5/15/14, upon

inspection the technician found seat cushions covers were discoloring. Although

discoloration is not covered under the Terms and Condition with the

FurnitureGard Plan that was purchased, Conn’s agreed to exchange Mr. [redacted] sofa as a good will gesture. Our records show on 6/13/14, Mr. [redacted] was

scheduled for delivery and received his sofa in good condition. We sincerely

apologize for an inconvenience Mr. [redacted] experienced during this process.

If

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

contact Customer Service at [redacted]

Kind regards,

Review: Saturday [redacted], 2014 we went into your new store here in [redacted] to purchase a couple of Recliners after looking at all the merchandise we decided on a living room set and a TV. We had been to another large store here but decided to go with yours because of the price and next day delivery. Our salesman [redacted] did all our paperwork and explained to us that with our TV purchase there was a 32” that came with it and our furniture purchase also came with a 32” TV, but he chose to not give us the TV in exchange for free delivery. He also sold us insurance warranties for all our products and told us we would need a special cable for our TV a high speed cable and that we would need two of these at 99.00 each, after lengthy questions he told us he had another one that was less which we paid cash for of 59.99. We purchased this item thinking we had to have it in order for TV to work right. After paper work was sign we were told they would call us with details of day of delivery, we would get a 3 hour window and a 30 min call ahead. We went ahead and took both TV with us so all that was to be deliver was couch, loveseat and 2 recliners. When we began to set up TV we found that the Cord we were told we needed we actually did not, as there was one that came with box. That evening [redacted] called and said we were set up for Sunday Delivery And again explained they would call tell us the 3 hour time frame to expect them and a 30 min call ahead.

Sunday **/**/2014 we received a call around 8am telling us truck was running late but that they would call again with 3 hour time frame and 30 min notice. They showed up without any call at 11:30am the last thing brought in house was the sofa, they quickly yanked the tags off furniture and I asked if I needed them I was told no, but they had dropped a set I picked them up and read how to care for. While they were picking up packaging my [redacted] noticed that they wrapped up something same color as couch but at the time did not think nothing of it. They left and we looked over furniture and opened table on sofa to use that when we discovered a piece was missing that was a pad to cover 5 sharp screws and the staples attaching the fabric had been ripped out. I called store and they called drivers to come back out. The drivers explained that they decided to check the back of truck and found missing piece, they wanted to just place it back on and staple it somehow my [redacted] told them no that we had purchased new furniture and expected new furniture the wood was stripped out and no way it would hold the screws. They called warehouse and then told us they would come back and get couch and arrange for del. Of new couch on Monday. They came back at 8pm to get the sofa.

Monday **/**/2014 call came at 8am was told they would be here sometime between noon and 3pm and would call to let us know 30 min before, no call was made they showed up at 12:15 brought in sofa and it was the wrong sofa, now it was a much nicer leather sofa with a can cooler and massage, delivery said do we want it and we said NO it does not match and to us that would be the same as stealing because it was obviously more money than our couch which is micofiber. Retucluntaly they carried it out and told us it would be Tue before they could bring another couch. At this point we went out to the store and spoke with [redacted] he gave us a 10% discount on sofa told us he would try to arrange and morning del. So hopefully my [redacted] would still be home to help, that they would call us and he was very sorry he took notes on the all that I have relayed.

Tue **/**/2014 call came in at 9:30 am telling me that they would deliver between 12:00 and 3:00pm . Three came and went no call so I called Mr. [redacted] and he started trying to call them, they showed up during this time and proceeded to get sofa out of truck when they realized it was broke the recliner at one end would not stay shut it would pop fully open the minute it was shut. They checked everything to make sure nothing was blocking it as in packaging and such. Everything was fully checked but you would shut it and boom fully extended. I at this point called [redacted] and explained I no longer wanted the set of furniture to please come get all of it. I explained we still wanted TV but we was done with trying to take delivery of this furniture and its matching pieces He told me ok he would have to call corporate and find out how to arrange a pick up that it was not something he could just do had to go through proper channels. He wrote a email to the customer service and sent me a copy and I have a order number.. Also on this day the delivery man called the warehouse and explained that sofa was broke his phone was very loud and I was able to hear the other end of conversation, He was asked where and how broke and if I was mad he replied yes and the person on other end laughed and said oh well tell her we can try again tomorrow.

Wed **/**/2014 I received a call from customer service wanting phone number attached to acct. I gave it to them and they said they would call me back. Around 5 I received a call from [redacted] wanting to know if I had heard from anyone and I told him about the call and asked if he had talked to them he told me no and that he was just following up.

Thur **/**/2014 I called customer service and spoke with a [redacted] after reading notes she told me they had tried to call [redacted] but had not been able to speak with him, she placed me on hold and called the store to talk to him and was told he does not come in till 11am and that she would call me back. We have been told that they do not take furniture back unless defective it has become obvious after 2 broken products that the grouping has issues and we do not want them. Time from work and doors have been removed each time delivery was tried. I have read the history of Conns and it is a true American story, but like many of these stories it seems somewhere in the growth common sense and customer service was put to the side. I would think repeat service and word of mouth would be incentives to offer good customer service. We want nothing more than for you to pick up the rest of this grouping that has NOT BEEN USED AND IS IN A SMOKE FREE HOME. Destroy contract and write a new one for the Television, which by the way we are happy with. Repeatedly at store on day of purchase we heard “we strive for 5 “ we also heard this from delivery, please don’t let that be a meaning less saying. Enough is enough items have not been used and we cant use the room they are in until they are picked up.

Sincerely, [redacted] Request # [redacted]Desired Settlement: We want to return the 2 recliners and 1 love seat that was delivered, destroy old contract and write new contract just for the TV.

Business

Response:

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

complaint. Our records show on **/**/14; [redacted] purchased the [redacted] furniture set which consist of four pieces (sofa, loveseat and two

recliners) with a 48-month FurnitureGrad Plan, a 65” LG television with a

49-month Repair Service Agreement Plan and received a free 32” LG television

with his qualified purchased.

We received [redacted]’s complaint and found we attempted to

delivery his furniture set on four separate occasions however; each time the

units were damaged upon delivery. Conn’s agreed to return the complete

furniture set and issue a full refund to his ** account. On [redacted]/14; we

submitted a request to process a credit in the amount of $4167.54 to [redacted]’s ** account.

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

his current GE contract; we have submitted a request to have the refund credited

towards his account. [redacted] may also contact [redacted] with any questions regarding his account. We sincerely apologize

for any inconvenience [redacted] experienced during this process.

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

Sincerely,

Review: I purchased an ac from conns 2 years ago it broke down recently they have come about 5 times to "fix" it and it is still not fixed... I'm a senior citizen its hot here in Texas im ill and I just went to the doctor I have a muscle strain on my neck and the doctor said it maybe from stress...I purchased the warranty for it, its good until 2016 why cant they fix it..Desired Settlement: I just want another one they have tried to fix it but it still does not work or credit my account so I can get another one... thank you

Business

Response:

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

on 5/8/12, Mrs. [redacted] purchased a GE air conditioner with a 48-month Repair

Service Agreement Plan. On 7/14/14, Mrs. [redacted] contacted us stating a loud

noise was coming from the back of the unit. A service call was scheduled for

7/15/14; upon inspection the technician found parts were needed for repairs.

Once parts became available Mrs. [redacted] was scheduled to install on 7/22/14.

The technician replaced the fan motor and unit tested ok however; on 7/23/14

Mrs. [redacted] contacted us stating the unit is still not working properly

therefore, a new service order was created and Mrs. [redacted] was re-scheduled

for 7/24/14. On 7/24/14, the technician

found the capacitor blew out; the technician was able to obtain parts locally

and replaced the capacitor, unit tested ok. On 7/28/14, Mrs. [redacted] contacted

us again stating the unit was not cooling and is noisy. A service call was

scheduled for 7/31/14; upon inspection the technician found parts needed to be

ordered for repairs. The parts were scheduled to arrive on 8/8/14; however they

have not been received as of 8/11/14.

Mrs. [redacted] has been contacted regarding her

concerns and Conn’s has agreed to exchange her air conditioner for a new one. Mrs. [redacted] is aware she will need to

visit her local Conn’s to select a new air conditioner and set-up

delivery. We sincerely apologize to Mrs.

[redacted] for the experience and any inconvenienced that has been caused as a

result of the delay.

If we may

be of further assistance, Mrs. [redacted] may

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

Kind regards,

Consumer

Response:

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

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

Regards,

I went to Conn's on Saturday Aug. 16,2014 and I was told that they had two in stock but we could not get one because the resolution department had not called the store to verify that they were going to replace it. So today Monday Aug. 18th I returned to the store and the manager [redacted] said the two they had in stock were broken they were returns, so we they told me to call the resolution department again!! So in all it is not resolved yet.

Business

Response:

Mrs. [redacted] has contacted us since our last

response and stated when she went to the store the two air conditioners shown

were actually not in stock and we no longer offered a that would meet her

needs. Conn’s agreed to honor Mrs.

[redacted] request for a check refund under the terms and conditions of the

repair service agreement since a replacement was not available. Our

records show Mrs. [redacted] refund check of $843.28 was mailed on 8/22/14 to

the address on file.

If we may

be of further assistance, Mrs. [redacted] may

contact Customer Service at [redacted]

Kind regards,

Review: Paid off an account early on June 6th and called twice to make sure no other action was required from myself and was told twice no I did not need to do anything. I had set up month payments to pay on the 15th each month and for a zero balance account they debited $150.00 from my checking account. When I called the first time they told me that it would be back on my card in 24-72 hours. when it wasn't I called back and was told yet another thing, this went on each time I call and each time I was told something different regarding my refund. Finally today for the second time they have told me the check is in the mail and changed the mail date.Desired Settlement: I want my money, they have had $150.00 for 18 days and no seems to care that it was their mistake and should make every effort to correct this immediately.

Business

Response:

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

stated she scheduled an automatic payment for the 15th of each month to a closed account and she

would like a refund of the last payment that was processed.

According to our records, Mrs. [redacted] has two accounts

with Conn’s.

Mrs. [redacted] signed an 18-month retail installment

contract on November 16,

2013 which created account #[redacted]. Mrs. [redacted]

paid this account in full on June 6, 2014. Mrs. [redacted] also signed a 32-month retail

installment contract on December 20, 2013. This

contract created account #[redacted]. The $150.00 payment Mrs. [redacted] scheduled

to process on the 15th of

every month was applied to account #[redacted] which still has an outstanding

balance.

Our records further indicate a refund check in the

amount of $150.00 was requested on June 16, 2014. Mrs. [redacted]'s refund was processed and a

check in the amount of $150.00 was mailed to the address we have on file for

Mrs. [redacted] on July 1,

2014.

Please note, it can take up to 30 calendar days to process an

overpayment refund on an account.. The payoff amount and account information

must be verified before we can release the refund check. We must also confirm

the payment has cleared the customer's financial institution before a refund for

overpayment can be processed. If Mrs. [redacted] does not receive her refund check

in the mail within 7-10 business days, we ask that she contact us directly so we

may track the check.

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.

Their process is ancient and needs to be revised because when a overpayment takes 20 days to be returned but it only takes them 1 minute to debit it from an account the math just doesn't add up.

I received my check but why should I have to wait.

Review: I recently visited Conns and was looking into purchase a washer/dryer and a dining table. I spoke with [redacted] he told me that we offer free shipping and 24 Month No Interest Financing. I said great give me a week and I will be back to make my decision. I returned a week later to make a purchase of a $550 dining table. He preped the paperwork and then told me that it'll be $140 shipping fee. I told him that he originally told me it would be free shipping. The Assistant Manager said that if I were to purchase all three items that the shipping fee would be waived. I agreed and decided to purchase close to $2,500 in merchandise. The shipping was scheduled for 2 days later. On the day of my purchase I told both [redacted] and [redacted] the [redacted] that I needed a stacker kit for the Washer and Dryer. Upon confirmation of delivery they said nothing about a stacker kit. I called the store and [redacted] told me that I needed to go to [redacted] to buy my own stacker because they made a mistake and it would not be delivered. I said that was not appropriate and he managed to have a stacker (comped) shipped with delivery. The delivery came and the wrong stacker was sent. I waited a week before that came back to install the washer/dryer correctly. The washer and dryer sat in my living room. Upon delivery I noticed my dining table wobbled and that it was covered in dust/dirt. I found this to be very unacceptable. I notifed the store manager/customer service. Nothing was done for me. I later received a call from a man from the store saying that I needed to resign my paperwork because the signatueres did not match. I made my way into the store spoke to [redacted] and he told me that there was no need to come back in. I later got a call from [redacted] saying that I needed to come back and sign. I went back to sign. [redacted] knew that I was very upset at this point and did very little to resolve the situation. I have yet to hear from [redacted] inregards to having my table fixed or replaced. I also notifed [redacted] about other problems.

Product_Or_Service: Washer/Dryer Dining Table w/ Chirs

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

[redacted] gave me a $25 GC for lunch. I found this to be a simple way of trying to make me forget about the problems.I took 2 days off from work for delivery and drove back and forth to resign paperwork on 2 different occassions. My shipping was already comped which was originally promised.My time wasn't valued and for being young I was taken advantage of.If nothing can be done I would like no fee on return shipping of all my merhchandise.Th

Business

Response:

Thank you for the opportunity to respond to [redacted] complaint. Our records show on 3/28/15,

[redacted] purchased a [redacted] washer and dryer as well as the [redacted] dinning set which consist of five pieces (table and four chairs)

all with a 1-year limited manufacturer’s warranty. [redacted] delivery was

scheduled on 3/30/15; [redacted] signed his delivery ticket acknowledging all

products were received in good order except for the stack kit which was not

compatible with the washer and dryer he purchased. The correct stack kit was

delivered on 4/3/15 and Conn’s delivery team was able to successfully connected

the washer and dryer.

We

reviewed [redacted] complaint and found he did contact our Customer Service

Department the same day of delivery (3/30/15) regarding the incorrect stack kit

that was received however; there was no mentioned of any issue [redacted] was

experiencing with his dining table. We contacted the store manager located in

[redacted], ** and were advised that [redacted] did inform him of an issue he was

experiencing with his table when he returned to the store to re-sign his

contract. The store manager submitted [redacted] information for review for a

possible exchange however; the exchange request was denied due to the issue was

not reported within the 24-hour time frame and would require a serviceman to

inspect the unit for defects. We were also informed that [redacted] contacted

the store location 2-week after delivery requesting to return all products and

was advised that he could return the washer and dryer within 30-day with the

required 15% restocking fee however; Conn’s has a No Return/Exchange policy on

all furniture.

Although

we are unable to honor [redacted] request to return all merchandise without

the required 15% restocking fee; Conn’s is willing to extend the option to

return/exchange his washer and dryer for an additional 14-days from the date of

this response (4/15/15); No Return/Exchange on furniture. If [redacted] is

need of service he may contact our service department at [redacted] to

schedule an appointment to have a serviceman assess his table. Our records show

as of 4/14/15, [redacted] account has been credited the delivery fee of

$139.99; no additional credit is owed at this time.

If we may be of further assistance, [redacted]

may contact Customer Service at [redacted]

Kind

regards,

Review: The entire reason of which we chose Conn's was because they were offering NO INTEREST for a number of months on our purchases. Upon filling out the paperwork and being approved, we found on not our first, but second monthly bill that interest had been charged! That very day we spoke with the manager at the Arlington, TX location and he said not to worry that our salesman, [redacted], must have simply entered the promotional code into the system incorrectly. He then said that they would take care of it that our next bill should reflect no interest. Month after month we called back and nothing had been changed. After speaking with GE, the credit company who handles the actual bill, they said that if the store could simply fax over what the correct promotional code was supposed to be that they could update their system. Though admitting to the mistake, Conn's refused to send over any promotional code for the fact that the time period had passed of which the contract could be altered under. GE did not request that the contract be altered on Conn's end... all they wanted to know was what I had signed up for in the very beginning. Conn's was supposed to send me a copy of my contract because the paperwork that was given to me at the store did not reflect the information needed. Months and months have passed of being tossed around from person to person who says they are taking care of their mistake yet now i'm told that nothing can be done. I paid every single bill on time and made more than minimum payments, yet I am still stuck with $620 left to pay in interest. I will NEVER return to this business and I will let everyone know in the area to stay away through every review site possible... unless someone who says they can help actually follows through. It's amazing that the salesman and manager can admit to the mistake but can't fix it.Desired Settlement: I would like for Conn's to contact the credit company and provide them with the correct promotional code that I was initially offered thus removing as much interest charged as possible.

Business

Response:

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

and research, we confirmed that Mrs. [redacted]’s purchase did meet the

qualifications for a 24-month cash option account with GE. We spoke to Mrs.

[redacted] on 9/2/14 to inform her that Conn’s will honor the cash option terms

however; Mrs. [redacted] was unable to provide her GE account number at this time

for processing. Once we receive Mrs. [redacted]’s GE account number we will submit

the correct documents to GE for processing. 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 ###-###-####.

Kind regards,

Review: I bought my furniture at the Lafayette location with an extended warranty in Nov 2011. They are refusing to fix, replace, or store credit me. My furniture has been fixed at least a dozen times. It is not durable like I was told when I bought it. Now they are saying the extended warranty won't cover it cause it's normal wear and tear. I think an expensive piece of furniture should last more than 2 1/2 years. And why did I get the extended warranty. I am asking for a store credit (not even full price) but they keep telling me no and that they won't fix it.Desired Settlement: Store credit to get something that will hold up.

Business

Response:

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

10/29/11, Mrs. [redacted] purchased a Catnapper Cortez reclining loveseat and

sofa set both with a 48-month FurnitureGard Plan. After

further research we found Mrs. [redacted] had service calls on the loveseat and

sofa since December 2011; the technician assessed both units and multiple parts

were ordered and repaired. The last service call we received from Mrs.

[redacted] was on 4/11/14, stating the cushions were sinking and both units were

peeling. A service call was scheduled for 5/1/14; upon inspection the technician

found the right and left seat cushions were peeling on both units. We contacted

Mrs. [redacted] on 5/6/14 to inform her that peeling was not covered under the

FurnitureGard Terms and Condition. As a good will gesture, Conn’s has agreed to

exchange Mrs. [redacted]’s furniture set after further evaluation; Mrs.

[redacted] may visit her local Conn’s store to process the exchange.

If

we may be of further assistance, Mrs.

[redacted] may

contact Customer Service at [redacted]

Kind regards,

Consumer

Response:

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

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

Review: I purcahsed a lawnmower and I have a warranty. the warranty said they would replace the mower if it had to go to service 3 times in a 3 month time period I have taken the mower to them six times and they refuse to replace the mower. and I cannot speak to anyone that can be a help like a manager or district manager. the service repair called and left a msg. telling me to run the mower out of gas every time I use it to stop the problem. REALLY!!!!Desired Settlement: A New Lawnmower as promised or a refund !!!

Business

Response:

Review: I pur[redacted]d a dishwasher on 2/17/2014. I paid for install it was installed on 2/21/2014, however they didn't secure it when they installed it. I realized it was not installed properly on 2/27/2014 and reported the problem immediately. I called customer service and they routed me back to [redacted] in the wharehouse locally so since then I have been calling him. Well I have called and called and called and here it is April 17, 2014 and it is still not fixed and no one seems to be doing anything about it. I have spoken with the store manager [redacted], the assistant store manager [redacted], the manager over delivery [redacted], and there is a ticket #[redacted] on it with customer service. They will not tell me who is in charge of this or whom I can speak to get this resolved. Since they didn't secure it, the top of it were the controls are got all scratched up (deep gouges). They came out and took pictures on March 7th, 2014 and offered me 10% off or a new dishwasher. When they left on March 7th, 2014 they told me not to use the dishwasher. I have called again today and threatened legal action if this was not taken care of. They also took my old dishwasher that partially worked so even if I wanted to have my old one put back in so I had one to use I don't have that option.Desired Settlement: I want the damaged dishwasher replaced with a new one, I want my install charges refunded, and some kind of compensation for being without a dishwasher for over 2 months since Conn's took mine and have now taken their sweet time fixing their mistake.

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted] complaint. We show on 2/17/14, Mrs. [redacted] purchased a LG

dishwasher with a 48-month Repair Service Agreement Plan. After further review and research, we show on

4/26/14, Conn’s agreed to issue Mrs. [redacted] an exchange for the dishwasher

and refund her installation fee. We sincerely apologize to Mrs. [redacted] for

the experience she had and any inconvenience caused as a result of the delay.

If we may be of further assistance, Mrs.

[redacted] may contact Customer Service at 1-877-358-1252.

Kind

regards,

Customer Relations

Consumer

Response:

l would still like an additional compensation for my 2 months of being without my dishwasher when your company took mine and gave me constant hassle and run around in settling this one. My damaged dishwasher was replaced however my installation charges have not been refunded. I will be satisfied with their 10% back guarantee you offer for price matching times 2 for the 2 months. That's would be $160 I feel this is very fair along with refunding my installation charges and the replacement which has already happened.

Review: Product recieved at time of delivery had damage. Conns Offered us 12 percent off the items we kept however never adjusted our bill tor reflect. Conns Also offered us 24 months interest free financing and is charging us a payment that pays it off in just over a year.Desired Settlement: Refund the 12 percent to items perchased. adjust our bill for corrected 24 month interest free payment. vs 12.

Business

Response:

Thank you for

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

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

supposed to receive a 12% discount off damaged items she received and she was

supposed to receive 24-months no-interest financing.

According to

our records, Mrs. [redacted] signed a 32-month retail installment contract on July

21, 2014. This contract included a

12-month no-interest financing promotion.

Mrs. [redacted] also

received invoice credits totaling $1,889.58. On July 29, 2014 a credit in the

amount of $1,740.79 was credited to the account. On August 7, 2014 Mrs. [redacted] received two credits

on her account, one in the amount of $71.99 and one in the amount of $76.80.

Please note invoice

credits do not change the minimum monthly payment due on the account each

month. We have attached a signed copy of

the contract, the payment history, as well as the invoice credit for Mrs. [redacted]’s

records.

We value Mrs.

[redacted] as a customer and sincerely apologize for any inconvenience she may have

experienced due to this matter.

Thank you,

Review: I purchased a dining room set that included the table and 6 chairs. The sale's person ssked me if we would like to add insurance to the dining room set and we said yes. Now our dining room set has been damaged and a conns representative went to our home about a month ago and deemed it completely damaged. He went on to say that we could go to the conns store to puck out another set. The next day we went to pick out another dining room set and the manager said the we inly had a 200 hundred dollar credit, because the sales representative only put insurance on the table not the 6 chairs. How is it the consumers fault that the representative only put the insurance on the table and not the chairs. How in their right mind will do this? I have been dealing with multiple departments throughout the company, but they all just give me the run around. The last couple of people that I have dealt with hsve been degrading and flat out rude. The original order also stated that I was given a knife set and I never received anything. Finally, there is no table that Is worth 200. I just want what was promised nothing more or nothing less.Desired Settlement: Offered a replacement dining room set.

Business

Response:

Review: Back in [redacted] of this year, I went and got a stove and refrigerator from Conn's off of [redacted] in Waco. It took 3 weeks to deliver the refrigerator and took about 4 or 5 weeks to deliver the stove, they were brand new. When they delivered the stove they scratched it up. A guy from Conn's called two days afterwards and asked how everything went, I told him that when the delivery guys delivered the stove they scratched it up, he told me he would do something about it. He called the next day and wanted to know if I wanted a new stove or if I would take 10% off of the scratched up stove. I told him the 10% would be fine that I had already waited a month for the stove and I needed it. Well 3 months later and I looked at my statements they sent out and I still had not seen anything. I contacted them on the 4th month and wanted to know why I hadn't received my 10% off. I had to talk to 10 different people all the way from Texas to California because they told me I needed to contact customer service and it ended up being a parts place. They call me 4 to 5 times a day and I had to explain my story every time someone called. I spoke to a [redacted] and she said she would get it handled. Well come the 5th month, I didn't receive a statement this time, and I still have SEVERAL calls a day from them, ranging from 7:30 am to 8 pm. When they called one time, I spoke to someone about it AGAIN and they told me there was nothing they could do for me. They have been rude every time I talked to them, and they have now lied to me TWICE. I went to go fill out a form to return the stove and they are going to put it on my credit that it was repoed. So either way I go, my credit gets hurt because I'm not paying for it or if I do turn it in, it still hurts my credit. I feel like if I wouldn't of been lied to and would have been treated fairly this wouldn't of went against me and I wouldn't be complaining to you and being harassed by Conn's.Desired Settlement: All I have asked Conn's for is for the 10% off. Granted it's only 40 dollars off my account, but it's the principal in the matter and that they have now lied to me TWICE. At this point, I would like for them to just pick up the stove, give me my money back that I have paid towards the stove, and remove it from my account. I will continue to pay for the refrigerator but I feel like at this point they won't stand behind anything they say anyways. I will go purchase a stove elsewhere.

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted]'s complaint. Although we have been unsuccessful in our attempts to contact Mrs. [redacted], Conn's has agreed to honor her request and credit her account $43.30.

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

Review: My husband and I have been going back and forth with Conns ever since we signed the contract in May of this year. We declined/removed extended warranties for the products we purchased. After speaking with 10-15 employees (District and [redacted]s included) from Conn's, the problem still isn't solved. Everytime we call the Lake Worth, TX store, we have to explain the situation again, and again and again. The last time I spoke with the [redacted] (Now [redacted]) he said the current contract would be closed and a new one would be open, one that's removing the warranties, which would bring the balance down, which would decrease the monthly payment. We are still waiting for that Manager to call us back. I called and spoke with [redacted] from the Corp office today. He said he didn't see notes in the system stating that and doubts that Conns would do anything like this. He advised that we should make a payment to bring the account current, and the past due will be rolled to the back of the loan. I told him, his notes are old and we are way past that at the local store. He advised that I call the Lake Worth, TX store and resolve it. I called Lake Worth, TX store and spoke with [redacted] and [redacted] barely knew what was going on, so again I explained. He said he will pass my information on to the Manager and to have the Manager call back. I advised [redacted] that we are still waiting for the Manager to call us from when we spoke with him about a week ago, I'll hold for the Manager. Well, [redacted] disconnected the call. I called right back within 30 secs and spoke with another Rep and asked for [redacted], the new rep said [redacted] is in a meeting. I told the rep, I just got off the phone with [redacted] within 45 seconds ago. He said if I can leave my info, he will have [redacted] call me back after he's out of the meeting. Still waiting....Desired Settlement: We would like done, what the [redacted] (now [redacted]) said would be done; close old contract and start a new one with the corrected/updated balance, monthly payment, warranties being removed and negative credit reporting removed and cleared.

Business

Response: