B And B Movers

Review: I have called about 20 times now trying to find out where my concession check is. I called originally at the end of [redacted] to find out where my delivery was and was told that they (the store) did not have my products and that they couldn't help me. After over two weeks of trying to get my products delivered, I was then given floor demo models of a different product (which I did not want, but had no other choice). I was told both by the general manager of the Tulsa, OK store ([redacted]) and by the customer care center that I would be receiving two $80 checks as concession for all the trouble I had to go through to get any kind of resolution. I was told this on [redacted], that I would receive both checks within 7-10 business days. After about 14 days, I called again to find out where my checks were and was hung up on 6 different times. A supervisor was supposed to call me back ([redacted]), but never did and every time I called to speak to her, she was "on another call". I then spoke to [redacted] who told me that I was only getting one check for $80 and that the other one was a rebate check that would take 10+ weeks from the date it was processed to get to me. I told her this was unacceptable and that I was told I would be getting two checks (at the same time) for $80 each. She then pulled the recorded phone call (at my request), listened to it and agreed that I was told that, but that there was nothing she could do. Since this time (end of [redacted]), I have called multiple times, each time being asked why I was supposed to be getting a concession check and each time having to re-explain myself. In early [redacted], I called to find out where my checks were again and was told that the checks were "backordered" with the accounting department and I would get it when it was processed. I then called again over the next few weeks (it is now the end of [redacted]) and I was told it was processed on [redacted] and that I would get them in 7-10 business days. Today is the 10th day and I have yet to receive my concession checks. This is the worst customer service I have EVER received. I have been hung up on, called at work (when I specifically said not to call my work number and was ensured by my salesman ([redacted] in Tulsa, OK) that they would never call it), bugged about a payment (when it wasn't even due yet, called 5 times within 4 hours), lied to and then had everyone said how sorry they were, but they couldn't do anything for me. I am completely fed up with the way I have been treated over the last several months.Desired Settlement: I simply want my money and even more money for that matter for the additional issues I have had to deal with (the last months worth of calling and being hung up on, lied to and all of the other above reasons), I also want the colors (graphite) of washer and dryer that I had originally picked out in the current models that I have ([redacted]) without having to pay a restocking fee of any kind.

Business

Response:

Review: I had made a purchase for a washer, dryer, and the complete [redacted] living room set. My initial salesman had told me that the furniture would be delivered to me within a week and I was also told that after signing a new contract with them, I was able to cancel my contract within 30 days and if I didn't like my furniture, I could have it returned. A week and half later had gone by and I had to make a phone call to the business myself to check on my missing merchandise and apparently it wouldn't have made it to my house until 4 weeks after so I was told wrong. I had gone back to the store to discuss this and [redacted], store manager, handed me over to a furniture specialist and I decided on a different furniture set seeing as how I was "handed over to the best". The new furniture specialist is named [redacted] and he informed me that I would constantly be informed on my furniture that was still pending. However, several days go by after the reported "delivery date" of the furniture and I called the store to be informed once again that the furniture would be pending a little while longer. For the inconvenience, I had requested a 12 month no interest instead of 6 month. I signed my new contract on the [redacted] of [redacted] and unfortunately I had gotten into a car accident which had resulted to me losing my car and my job. Since I was informed that I could cancel the contract within 30 days of signing, I had walked into the store on [redacted] requesting to cancel and was told I was "misinformed" and I had asked if I could sign up for my insurance and was advised to call the corporate help desk. Called [redacted] and had asked for the insurance, had spoken to an [redacted] who tried to follow up with my account and told me there was no account in the system for me. She had also informed me that I had grounds to cancel since there was no account. The store manager informed me that I was wrong again. Not knowing what to do, Called corporate again and spoke to a manager that informed me that [redacted] was wrongDesired Settlement: I was told I could return the contract within 30 days after signing the new contract. I have been informed of the "protocol" and rules of no furniture to be returned and I am to late to cancel. However, I have constantly been misinformed since the beginning of purchase; it is just bad taste. I am unable to pay for my merchandise; I am completely unsatisfied with how I've been handled as a customer. At this point, I need this contract to be cancelled and the merchandise to be returned.

Business

Response:

Review: They did not honor insurance to make a repair or replacement of tv

Fail to repair or replacement of [redacted] 39 in tv even when the service man of the company stated that it would be more to repair the tv than to replace it for the same model they failed to do soDesired Settlement: we would like the agreement honored and get a replacement tv as the agreement stated

Business

Response:

Review: I purchase a [redacted] Smart Television (flatscreen) 65 inch(??) TV along with a Blue Ray DVD from Conn's in [redacted] a few days before [redacted]. The TV was delivered on [redacted]. On or around [redacted], the TV shut down and stopped working. It would not turn on nor show a picture. I contacted Conn's repair who came out on [redacted], Technician); Mr. [redacted] stated that a board burned out and that he needed to order a part stating that the part should arrive within one week. Within that time, I contacted Conn's to learn that the part would not arrive until [redacted]. Later, customer service in Beaumont, Texas stated that the part would not arrive until [redacted]. On or around [redacted], a [redacted] (who stated that he was a [redacted] for Conn's) noticed that the TV still had not been repaired and indicated that he would request that if the TV was not fixed within 30-days that it would be replaced with a new one. Although, I have made numerous calls to Repair service and spoke to customer service (one in particular who just hung up) and service at the Store where the TV was purchase (the last person being [redacted]), the TV still has not been repaired and they have continued to transfer and put me off each time I call with no knowledge regarding the part to learning on [redacted],that the technician [redacted] was out on vacation who has never tried to reach me since the time he made the diagnosis of the problem. I am paid up through [redacted] and have followed through on my contract part, but Conn has completely breached any efforts on their part. I would not like to forward this complaint to you for your assistance.[redacted]Desired Settlement: I would also like to be discounted for my inconvenience, time and mental state that they have taken me through to get the TV repaired. I also had to upgrade my cable equipment because the previous equipment through [redacted] was not comparable with the new TV delivered. This is a TV that they charged me closed to $3500.00 and it is sitting and serving no benefit to me. Actually, I believe that $1,000 should be taken off the price of this product for all the things that I have gone through.

Business

Response:

Review: On [redacted] I purchased a living room set from Conn's at [redacted]. I paid $1900 for a sofa, chair and ottoman. Tomorrow will be one month. First delivery was scheduled for Tuesday, [redacted]. On [redacted], they called and were in front of my house with a chair and ottoman, no sofa, said it was on back order until [redacted]. After taking delivery of the chair and ottoman, we found a hole in the side of the chair and the ottoman was so off sided it looks terrible. I have been told about 3 different new deliveries. I still do not have a complete, in perfect condition, living room set. No one calls me back, I have to get mad ad call and raise heck with someone who really doesn't give a darn about my problem. This is totally ridiculous.Desired Settlement: My delivery charge refunded, and a new set completely.

Business

Response:

Review: On [redacted], T purchased a dinette set from Conn's, located at [redacted](Store No. [redacted]). At the time I was considering the purchase [redacted] was my salesman. Twas uncomfortable with the purchase price of$833.27. I told **. [redacted] that I was not going to take the dinette set. He said, "Just a minute" and called over a gentleman who said he was the [redacted]. He stated that ifT would go ahead with the sale, he would give me a form to mail in which would

rebate my delivery charge of$129.00. He stated that ifi applied thi.s amount to the sale price of

$833.27, this would leave me paying only $704.27 for the dinette. I agreed to the sale and he gave me

a form to till out. My dinette was delivered on [redacted].

I mailed in the rebate form but after several weeks I did not rece.ive a check for the $129.00. I went back into the store and talked to a man who said he was an [redacted]. He told me that the store had no control over whether I received the rebate or not but gave me a phone number to the customer service department. I called the customer service dept. and was told they had received my rebate form but that my purchase did not qualify for the rebate(she did not explain why my purchase did not

qualify). I explained that the store [redacted] had told mel would receive it. The customer service agent

them stated she was going to go ahead a.nd send me the check under those circumstances and that I would receive it in seven to ten days. I never received anything from them. I eventually called [redacted] (my salesman) who said he remembered what the [redacted] had said but that it was out of his hands. I have called the store back on two different occasions and have been told that the store had no control over whether I received the check or not.Desired Settlement: I feel I was tricked into purchasing the merchandise. J would not have bought the dinette if not for the [redacted]'s assurance of the$129.00 rebate. Of course, now the store, the [redacted], and the salesman say that they have no control over whether I get the rebate-,1•. I feel that Conn's is dishonest with their customers.

Business

Response:

Review: I purchased a brand new in the box 51 inch samsung plaza tv at the end of September 2013. By november the tv began have lines across the scree. I have called since the beginning of December to have the tv fixed and they keep cancelling and or not showing up for the repair. Today I was told that the serviceman is out due to an illness for at least a month and they don't know when they will find someone to come fix my tv. But Conns still wants me to make a payment on a broken tv, when they have no idea if or when it will be fixed.Desired Settlement: I would like to return the tv and receive back all payments I have made towards the tv.

Business

Response:

Thank

you for the opportunity to respond to [redacted] complaint. We have reviewed [redacted] concerns regarding

the repair service on her television.

Our records show on 9/**/13, [redacted] purchased a 51” Samsung

television through RAC and has a 1 year manufactures warranty. All payment questions should be processed

through [redacted] contacted us on 12/*/13, for service stating there was a vertical

pink line on the left side of the TV. We

attempted to schedule an appointment on the customers’ behalf however we did

not have a full serial number. We spoke

with [redacted] on 12/**/13 and obtain the serial number and scheduled a service

call for 12/**/13, which was the soonest date available for us and the

manufacture. The technician assessed the

TV and found the module assembly needed to be replaced. The part was ordered and once received the

customer was scheduled for 1/**/14 to complete the repair.

If

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

ext [redacted]

Sincerely,

Customer

Relations Officer

Review: october [redacted] 2013 I purchased a Samsung French Door Refrigator with Extended warranty. As of 1/**/14 I noticed that the lettering on the front display panel is coming off. The writting for the Ice On, Ice Off lettering is coming off, the letters under Freezer, under alarm, Lighting is coming off. I only had the Refrigerator a little over 3 months. I went and brougt 3 Affresh stainless cleaner/shine to care for the product. I was told by [redacted] 1/**/14 9:53am with Samsung and then [redacted] 1/**/14 at 9:57am that the product was not covered under the warranty. I'm very upset for the simple fact that I paid over $2000. dollars for the Refrigerator and very dissatisfied. Every Appliance that I own is Stainless steel and have been taken care of for 3-11 years and never had a problem. This is the worst product I have ever purchased that could not stand up to the value amount neither the name brand. I want it taken care of or I WILL stop paying for the product and return it to conns. I have a few years invested in this product, If I'm having problems now I hated to see how this product will hold up a few years from now. The sales rep should have told me that the lettering of this display panel will rub off if you wipe the display panel with a dry towel. I didn't do any thing that would damage this product other then caring for it as I do for all my appliances, I would have looked for a different product but to be told I didn't care for the product wiping it to much it will rob off. I wipe the frigerator once a week unless the doors need wiping for prints. I just don't understand by keeping a appliance clean and take care of a refrigerator will damage the display letters on panel. The [redacted] refrigerator is not SENSOR free. So a item will get finger prints for constant touching of use. I had a refrigerdaire stainless steel Refrigetor I purchased in the year of 2000 had no problems and in 10/**/2013 I decided to replace it for a new look I wiped it clean and never had one problem it held up to its name.Desired Settlement: I'm not asking for any money back I just want them to replace the probuct at the same value but a different product with a different display that's not going to wipe off. I was just looking for a Samsung built in microwave and Dishwasher to match my Refrigerator but I will wait.

Business

Response:

From: [redacted]

Sent: Thursday, February [redacted] 2014 3:42 PM

Subject: Re: Revdex.com of Houston and South Texas- Complaint regarding Your

Business #[redacted]

Thank you for the opportunity to respond to [redacted] complaint. Our records show on 10/**/13, **. [redacted] purchased a

Sa**ung French door refrigerator and 48-month repair service agreement.

We have reviewed **. [redacted] complaint and found the problem she described is

cosmetic and not covered by the repair service agreement or manufacturer’s

warranty. Therefore, we are unable to honor her request for an

exchange. We have however, contacted the manufacture and they have agreed

to replace the door panel. Once the door panel has been received Conn’s

will contact **. [redacted] to install at no charge.

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

contact me directly at [redacted]

Sincerely,

Customer Relations Officer

Review: I purchased a mattress on December of 2012 financed "same as cash". It needed to be paid off by december * 2013 to maintain it that way. Icalled on 12/*/13 to close off the account and pay it off. She gave me the wrong information and ended up closing a different account. Now I'm being charged interest on the account and after calling your customer service line for the past 2 months, I called today and a very rude man on the collections dept (I was transferred there because the csr was unable to see my acct) told me I was lying and questioned me on how I didn't pay all of my accounts on the beginning of the month, Which was none of his business. He said he had no record of me calling on the ** (the account that was wrongfully paid off was due on that day) and that I was lying. I have phone records to prove I did call. I'm not willing to pay the interest on the account because it was not my mistake. I have called about 20 times and they have submitted "notes" to the offline department and every time I call back they say they either denied it or need more information. Today a lady named [redacted] told me she couldn't do nothing, that after submitting that so many times they had made the decision to not help me and that I needed to pay that money. Well I don't think its fear that I've been receiving this type of treatment and that you guys are not doing anything to help me. I'm willing to pay the amount of the payment needed on 12/* (I was told $170something) but I will not pay the extra $300 of interest. I hope this issue is resolved as soon as possible otherwise I will be contacting my attorney.Desired Settlement: I just need the account closed off as it was supposed to be. As stated above I'm willing to pay the amount that was needed as payment before it gained interest.

Business

Response:

Review: I am inquiring about a contract with conn's furniture. I understand the terms and conditions that were dated on the documentation at point of sale January *, 2013. The first time contacting customer service was January **, 2014, all payments were done through their commercial website. I called to verify the initial payoff before interest applied. I was also quoted $967.35 with the payoff date February **, 2014 to avoid charges. Making a regular payment online I noticed an increase on my pay off. Speaking to few customer service representative on 2/*/13, who we're not pleasant, understanding nor empathetic. There was no knowledge or notation that we called in February **, 2014 on there records. I advise my cell phone records date I called January **, 2014 at 4:30 PM. Referring back to my initial contract I did not sign or initial the binding contract. On 2/*/14, I called the conn's store and was advise I can pick up a copy & it should not be an issue. 2/*/14 I contacted conn's store in Albuquerque to verify if I can pick up a copy of my contract and I was advised to contact corporate. My question is the contract "customer's copy" given to me at point-of-sale has no signature/initialing verifying I am not legally responsible for anything faded on the contract.Desired Settlement: All communication was done through their standard one 800-number My desire settlement would involve. Full responsibility of the contract that was dated but not signed. The only signature that validates the document was signed was by the salesperson person. There is no reference to me understanding the binding contract via signature or initial : other than what was stated at the point of sale per salesperson. I was quoted a pay off of 1/**/14 $967.35 by February **, 2014 to avoid interest rate.

Business

Response:

Review: The dryer I purchased from [redacted] a year ago is broken and can't be fixed by [redacted]. Because of no model or serial number. [redacted] Says that when an appliance does not have the model and serial # it is considered scrap. I've talked to [redacted] I've even spoken with corporate and issue still has not been resolved. I keep **tting the run a round. The lady in corporate a [redacted] was suppose to call me back on [redacted] to let me know what had been resolved but did not. I'm tired of **tting nothing doneDesired Settlement: Refund for the month the dryer was out.

Business

Response:

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

[redacted] purchased a ** Gas dryer with a 48-month Repair Service Agreement

Plan. After receiving [redacted]’s complaint,

we researched and confirmed at the time of purchase [redacted] was sold and

received a new dryer. The dryer had not

been previously owned. On [redacted].

[redacted] contacted us stating the unit was not drying and is making a loud noise.

[redacted]’s product was still under manufacturer’s warranty for the first

year therefore; a service appointment was scheduled on [redacted]4 with a **

service technician. Upon inspection, the technician found the unit was missing

the original tag which provides the model and serial number therefore; service

could not be completed on the unit and the service order was cancelled. [redacted].

[redacted] was informed that without this information, the manufacturer could not

service the unit and the missing tag also voids the warranty. Due to the tag

missing on the unit, [redacted]’s service repair needs were delayed because

the manufacture could not verify the information on the unit. Although the

unit’s tag are missing which voids the warranty, as a good will [redacted]’ has agreed to schedule a service appointment to have a [redacted]’s technician assess

[redacted]’s repair needs. We notified [redacted] that parts have been

ordered for repair however; the parts may not be the correct parts needed to

complete the repairs due to not having the full model and serial number version

to order the accurate parts. [redacted] will be contacted once the parts are received to schedule an appointment.

If we may

be of further assistance, [redacted] may

contact Customer Service at [redacted].

Kind regards,

Customer Relations

Review: I purchased air conditioner with warranty. The air conditioner stopped working 5 weeks ago. Conn's came out and stated it needed parts. It took 2 weeks for parts. After replacing 3 parts the air condtioner stopped working 2 days after repair. Conn's tookd 1 week to come out again and stated it needed to be replaced. They gave run around after 2 weeks and stated they had to order new one and it would take 2 weeks. It it over 95 degrees in Houston and I am a 85 yr old female. This is not acceptable.Desired Settlement: I would like air condtioner repaced ASAP.

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted]’ complaint. Our records show on 7/**/10, Mrs. [redacted] purchased Frigidaire 25,000 BTU air conditioner with a 48-month Repair Service Agreement, installation, and delivery totaling $865.82. Mrs. [redacted] contacted us on 6/22/14; stating her air conditioner was not cooling. A service call was scheduled for 6/**/14; upon the inspection the technician found three parts were needed to be replaced. The parts were ordered and arrived on 7/08/14; Mrs. [redacted] was scheduled for service on 7/10/14. On 7/10/14, the technician replaced the air conditioner compressor, capacitor, and drier filter; the unit was tested by the technician and test ok. Mrs. [redacted] contacted us again on 7/21/14; stating her air conditioner was not cooling and blowing hot air. A service call was scheduled for 7/23/14; during the assessment the technician found additional parts were needed to be replaced. The additional parts were ordered and came available on 8/05/14. The technician completed the repair on 8/14/14; by replacing the drier filter, condenser, cap tube, and evaporator the air conditioner tested ok and was up to the manufacturer specifications. We sincerely apologize to Mrs. [redacted] for her experience; if the problem occurs again Mrs. [redacted] may contact service to have a technician come and re-evaluate her air conditioner for a possible exchange.

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

Kind regards,

Review: To whom it may concernI have been a customer of cons for years and have always paid my accounts . Last year I paid off an account that had cash option which I could pay within 12 months without being charged intrest , so called in [redacted] for my payoff and they told me it $ [redacted] which I went into the store on [redacted] and paid it off. Last week after a year and half I receive a call from cons refrnece to this account stating that I have a late payment. I was like what are you talking about . First thing in my mine, was someone is using my identity . When she told she said they were going to investigate and that I need to pay $[redacted] . They have been calling every single day at all hours , they have also been calling my [redacted] When my [redacted] spoke to them he was very upset and they finally told him ,oh no she actually owes more than [redacted] because all the interest have been accumulating . Again when I spoke them they did not mention that detail at all nor even tried to explain the acount status . I told them how is it possible after a year in half they come back and say you owe us this much after they gave me a payoff and I paid off the account based on the information they gave me . I don't think is fair for the consumer that they do this if I owed something they should have told me when I called or send something by mail not wait more than a year so they can make profit. In my record I have that I paid it off , I never received anything by mail nor a phone call until last week , please investigate . I was told this is not the first time they do this to their customers. Desired Settlement: I pay my pay off balance by conn s requested date. as the date my account balance was a cero I have no late notifications or valance inquired or open account to the best or my knowledge give by conn s on [redacted]

Business

Response:

Thank you for the opportunity to

respond [redacted]’s concerns regarding account #[redacted] stated her account has been paid

in full; however, she has started receiving collection calls. She also stated she received a letter stating

the account was paid in full.

According to our records, [redacted].

[redacted] signed a 32-month retail installment contract on [redacted]. That contract also included a 12-month

no-interest financing promotion. [redacted].

[redacted] forfeited her 12-month no-interest financing promotion due to two late

payments assessed on the account. On

[redacted] called our customer service department after she

made a payment in the store of $[redacted].

She was informed at that time that she had lost her no-interest

financing, the payment would not cover the outstanding balance and the account

would not close.

[redacted] did not receive

additional correspondence on the account because it was in paid ahead

status. This pushed the next payment due

date to [redacted].

[redacted] stated she received a

letter stating the account was closed.

We ask that she fax that letter to [redacted] for further review.

The payoff balance as of [redacted] is $[redacted] which includes a past due balance of $[redacted]. Please note the payoff balance is updated

daily. If [redacted] would like to pay

the balance in full, we ask that she contact us the day she plans to submit the

payment for an up-to-date payoff quote.

Review: I have received numerous phone calls from Conn's after being a day late. The continous phone calls at least four is a bit much after being late for one day. I thought this kind of pratice is illegal, I have never received a statement in the mail for being late, and all these phone calls make me want to return their items to them and I can go elsewhere.Desired Settlement: I would like my account to be cleared of all amounts owed, if not some type of credit towards my account

Business

Response:

Thank you for the opportunity to

respond to Mrs. [redacted]’ concerns regarding the collection calls he has

received on his account. Mr. [redacted] stated he begins to receive collection

calls when his account becomes one day past due.

When the payment is late we have

to start call attempts to ensure a payment will be made timely. It is a normal

practice for our company to begin call attempts the first day the payment is

late. To prevent the calls Mr. [redacted] has the option to pay on-line, in his

local Conn's store, by mail, or over the phone if it is more convenient for him,

before your due date.

Additionally, if Mr. [redacted] pay

date has changed, he may benefit from requesting a change of his due date each month. We ask that Mr. [redacted] contact us if he

would find this beneficial.

We would like to thank Mr.

[redacted] again for bringing this situation to our attention. We value him as a

customer and appreciate his feedback.

Review: Purchased extended warranty for 55" [redacted] Television where they were supposed to come to house to repair. Have approved for exchange, but want me to drive 16 hours at my expense to exchange it. If I would have know this I would have never purchased the extended warranty. It will cost me almost as much to exchange the television as it will to buy a new one on my own.Desired Settlement: I would like to ship them the non-working television back and have the exchanged television shipped to me. Having me drive over 16 hours is ridiculous.

Business

Response:

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

Our records show on */27/13; [redacted] purchased a [redacted] 55” Smart television

with a 49-month Repair Service Agreement Plan and elected to pickup her product

from our warehouse located [redacted], TX.

We received [redacted] complaint and found that since the time of

purchase, Mr. and Mrs. [redacted] relocated to [redacted] On **/14/14; Mr. [redacted] contacted our service department stating the television turns on and off on its

own. After further review of Mr. [redacted] repair needs, Conn’s agreed to exchange

the television due to the unit was uneconomical to repair.

On **/20/14, we contacted Mr. [redacted] to offer him the option to

apply the replacement value to his account in lieu of an exchange. As agreed

upon, Conn’s will apply a credit in the amount of $1,190.74 to his ** account. Mr. [redacted] has agreed to dispose his television

that was irreparable. We sincerely

apologize for any inconvenience Mr. and Mrs. [redacted] experienced during the

exchange process. We have attached a

copy of his invoice showing the credit has been processed to his account.

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

Sincerely,

Review: On [redacted] 15 I purchased appliances from Conn's. 24 hours later one of the appliance broke. They replaced. On [redacted] 15 2 of my new appliances broke. They sent a repair tech out he looked at units and ordered parts. He came out when parts arrived replaced and appliances still did not work. He told us they were not repairable and they would be replaced. My [redacted] called the service center to check the status on replacement, but was told they had nothing on file. I contact the [redacted] at the store he told me they have nothing to do with the service but to call the service hotline and ask to speak to [redacted]. I did, [redacted] told me I could not speak to [redacted]. I told her I needed to speak to [redacted]. Several minutes later she came back told me [redacted] was on the other line. I asked her to transfer me to her voice mail and I would leave a message. I left a message and she has not returned my call. It is now [redacted] 6 and my appliances broke on [redacted] 15 and I cannot get anyone at Conn's to return my call, or replace my appliances.Desired Settlement: I want a refund for at least a month payment, and be able to pick a different set of appliances at no additional charge.

Business

Response:

Thank you for the opportunity to respond to [redacted] complaint. Our records show on */09/14, [redacted] purchased a [redacted] refrigerator and a [redacted] washer and dryer all with a

36-month Repair Service Agreement Plan. [redacted] was

scheduled for delivery on **12/14; he received his refrigerator and washer in

good order however, the dryer would not heat up properly therefore the unit was

exchange and re-delivered on */15/14 in good order.

We received

[redacted] complaint and found he contacted our service department on [redacted]15/14

regarding his washer and on [redacted]16/14 regarding his refrigerator.

Review: I recently refinanced my house and part of the agreement was that my 3 current Conns accounts would be paid off through a cash out option. The accounts were as follows:[redacted]These accounts were paid to a 0 balance after several contacts with customer service due to them crediting all the money to 1 account. Because the accounts were overpaid I was due a refund of over $3800 based on early pay amounts versus account balance. I call to check on the status of this refund and was advised by a customer service rep that a total of 4 accounts were paid off with 1 of the accounts including a Chapter 7 bankruptcy account filed in the United States [redacted] federal court on **/19/04. This account ended in [redacted]. Conns at the time of the bankruptcy came out to my residence and took possession of the Washer/Dryer combo that was financed under this account. Conns has given me the run around and every time I talk to a customer service rep. I get a different answer. If this is not resolved ASAP I will notify the bankruptcy court.Desired Settlement: Correct refund amount in timely fashion.

Business

Response:

Thank you for

the opportunity to respond to [redacted] concerns regarding his

accounts. [redacted] stated he paid

off his accounts; however, one account that was included with his bankruptcy

was also paid off.

According to

our records, Mr. we received [redacted] payment of $11,294.00. That amount was distributed between his

accounts to pay them off. In error, we

also applied funds to account #[redacted].

We are in the

process of refunding the overpayments on the accounts. [redacted] will receive a refund in the

amount of $2,611.15 from account $[redacted]5 and a refund in the amount of $1,254.25

from account #[redacted]. This is a total

refund amount of $3,865.40.

Please allow

10-14 business days for the refunds to process and be mailed out. We value [redacted] as a customer and

sincerely apologize for any inconvenience he has experienced due to this

matter. If [redacted] does not receive the refund checks, we ask that he contact us directly so we may track the checks for him. Thank you,[redacted]

Review: Harassing phone calls to ex-wife.Conns does not purge old numbers and stop calling these numbers even after being asked multiple times to stop. I have been divorced over 4 years and placed many calls and many requests for years since 2010 asking that conns remove my ex-wifes number from my records and do not call her.This past week I was 1 day late on a payment and they started harassing her. They called her 3 days in a row. She was quite upset and I am also. Conns needs to stop these harassing calls and call the numbers they are supposed to. The need to also clear old numbers out of their system.Desired Settlement: I would like written confirmation that my exwifes number has been removed from my account. THat way if it happens again the Revdex.com will be able to see that Conns is still not doing what they are supposed to do.

Business

Response:

Thank you for

the opportunity to respond to [redacted] concerns regarding account

[redacted] stated we have

been calling his ex-wife regarding his account.

According to

our records, [redacted] contacted our office on December 6, 2014 regarding

the collection calls. The agent [redacted]

spoke with placed a cease and desist on the telephone number for [redacted]’s

ex-wife at that time.

Please note,

it takes 24 hours for the system to update and to remove telephone numbers from

our system. The automated system has not

placed any calls to the telephone number provided by [redacted] since

December 7, 2014.

As of December

9, 2014 [redacted]’s account has been brought to a zero balance and no

further telephone calls will be placed regarding the account.

We value [redacted] as a customer and appreciate him bringing this matter to our

attention. Thank you,[redacted]

Review: I purchased a new washing machine from Conn's on 3/5/15 with a warranty plan, but the machine did not work the first time I tried it. It took two weeks to get a technician to come service the machine, and he said he did not know why it didn't work. He called the manufacturer tech support, who didn't know the cause of the problem either, and said it would be better to replace the machine. Unfortunately, he said the store's protocol is to "guess" what part is malfunctioning, order a replacement for that part, and hope the order gets placed. After waiting for almost another two weeks and making several phone calls, the people in the service department said that the part came in and the technician would come this past Friday (3/27). My wife waited at home all day and the technician never came. When I called him he said that the part hadn't come in and was not scheduled to come that day, but hopefully would come out on Monday (3/30). I called the store manager today (3/31)for clarification, but I was told he wasn't available and would call me back within minutes. I never received that call, but called him back several hours later. He just repeated what the service people said, that the part came in and to just wait for the technician to come replace it. When I told him that I knew that wasn't true because I already talked to the technician, he didn't have a reply. I told him that I was not satisfied with my purchase because the machine was defective, not satisfied with the service because it takes too long, and not satisfied with the how the situation was being handled and how I was being treated. I told him that I would like the machine to be replaced, as the technician recommended, or I would return the defective machine, terminate the contract and take my business elsewhere. He said that he could not do anything about it, and that there was nothing I could do either. I asked for the number of a district manager, but he said there wasn't one and I had to call the "headquarters." The number he gave me was not to the head office, but instead to a machine in the service department that said I could not leave a message because the inbox was full. This store's management is very unprofessional, and now they are refusing to replace the defective machine they sold me.Desired Settlement: I think the store manager should acknowledge that the machine I purchased is defective and honor the warranty by replacing it.

Business

Response:

Thank you for the opportunity to respond to [redacted] complaint. We researched [redacted] complaint and found his issue has been and addressed and resolved. We show [redacted] issue was escalated to upper management and an exchange was approved for [redacted] to replace his [redacted] washer. We spoke with [redacted] on 4/07/15, and made aware of his exchange; however [redacted] refused the exchange and requested to return his washer and receive a refund. Conn’s agreed to honor [redacted] request and return his washer without a 15% restocking fee. [redacted] was advised he would need to return the washer and once the washer has been received a credit for his washer will be processed to his Conn’s account. We sincerely apologize to [redacted] for the experience and any inconvenience that has been caused regarding this matter. If we may be of further assistance, [redacted] may contact customer service at[redacted] Kind regards, [redacted]

Review: On May 17, 2015 while sitting at the Dining Room Table Set I purchased from Conn's on November 19, 2014 (set is less than 6 months old) with my mother and grandmother having breakfast, when all of a sudden, one of the chairs that my mother was sitting in of the Dining Room Set SPLIT INTO causing my mother to fall to the floor where she laid until I was able to help her up. The Chair literally Busted into! We were horrified of this incident that occurred. Turning this Chair over - you can see where it cracked, split and broke into. It remains in my living room hallway. Another thing that concerns me is the fear of the other chairs and table for anyone to sit in because of DEFECTIVE, ROTTEN MATERIAL OF THE DINING ROOM SET and when I purchased this set, I was told it was made right here in the USA. When the Chair was turned over - not realizing the workmen who delivered the set from Conns failed to take off the stickers - it indicated this Dining Set was constructed and Made in China! So I was also deceived of the furniture by the Salesman of Conn's on November 19, 2014 in order for him to make a sale. This Dining Room Set was suppose to be NEW and Made in America! I paid well over 1600 for this Dining Room set plus I pay for insurance on this set and furniture gard. I don't want this Chair Glued back together in which I found out the Chair was glued and the nails came out of it! It is defective materials used, faulty screws and unacceptable Chair being glued!

Product_Or_Service: November 19, 2014

Order_Number: [redacted]-001

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Replacement

I want this Chair REPLACED I do not want it REPAIRED as the chairs on this Dining Room Set makes me nervous if this will happen to my other 3 chairs. The other chairs should be inspected for further rotten material and because of deceptive practices telling me it was made in America when it was Made in China - raises HUGH concerns of Deception and I'm paying out over 1600 plus for this Dining Room Set. I have pictures as well! Thank you.

Business

Response:

Thank you for the opportunity to

respond to Mr. [redacted]’s complaint. Our records show on 11/19/14, Mr.

[redacted] purchased a Somerton (West Ave) dinette set which consisted of six pieces;

(table top, table base, (4) chairs) with a 48-month Furnituregard Plan on all

six pieces. Mr. [redacted]’s signed invoice indicates at the time of purchase

he acknowledged he was provided a copy of the Furnituregard Plan brochure and

that he understood the coverage associated with the product. Mr. [redacted]

also signed acknowledging he received a copy of the Conn’s Return and Exchange

Policy which states: No

Returns or Exchanges on: Furniture, mattresses, décor & accessories unless inspected by a Conn’s Service

Technician and found to have a manufacturer’s defect. Mr. [redacted] elected to have his dinette set delivered; we show

Mr. [redacted] signed his delivery receipt acknowledging his dinette set was

delivered and received on 11/21/14 in good order. Mr. [redacted]’s

signature on his delivery receipt acknowledges he thoroughly inspected his

dinette set for damages for an exchange or price concession would not be

authorized for damages after the delivery.

After

researching Mr. [redacted]’s complaint we did not find where he has attempted to

contact us regarding this matter prior to receiving his complaint. We

also have no records showing Mr. [redacted] has contacted our service department regarding

an issue with his dinette set. If Mr. [redacted] is in need of service he may

contact our service department at 1-855-266-6349 to schedule an appointment.

Although, Mr. [redacted] does not qualify for an exchange; Conn’s is willing to

continue with any covered repairs under the Terms and Conditions of the

Furnituregard Plan.

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

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

Kind regards,

Jana [redacted]