B And B Movers

Review: I purchased a washer/dryer 2 months ago and just recently my dryer has started melting clothes items set on low heat then it started to shut off we would have to unplug then plug back in to get it to work my fiance was seriously shocked by this dryer. We continue to contact conns for a new dryer, we have a manufacturers warranty and are paying for an additional warranty but all that happens is a customer service rep will apologize and say that someone will call me back and they never do finally I was able to schedule an appointment and the service tech showed up stating that if it were up to him I would get a new dryer that the dryer I have is faulty and dangerous but its not up to him because he works for conns and they will not do that! so unfortunately he would have to leave dryer (that is dangerous) and order a drum and whole new memory board but because it is before thanksgiving and [redacted] it would take 3 to 4 weeks or longer to get part and wwe would have to use a faulty dryer mind you that has already melted clothing and shocked my fiance and could possible start fire to home with childrenDesired Settlement: I would like a new working non faulty dryer asap

Consumer

Response:

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

Regards,

Review: I purchased a Sharp sound bar for a Christmas gift at the Thanksgiving day sale for my mother-in-law at the Scottsdale AZ store. After Christmas she set it up and the sound was going in and out and making a buzzing sound so I took it back to the store and the sales person [redacted] and his boss tested it on one of their TV's and it repeated the same problem. I asked for a exchange or a refund and they looked and said they did not have any more it was a one time buy for them just for Christmas. Then they said that they would send it in to Sharp for me to have them fix or replace it, so I agreed to have them do that. They said it would take about 2 weeks and they would let me know when it came back. 3 weeks went by and I did not hear back form them so I called them and they called me back and said that they do not send product back and I was to come in and pick it up and send it in myself. I said no and that I wanted a refund at this point and they said they could not give me a refund because too much time had gone by. So I called the customer service and told them what happened and had the run around from them for 3 more weeks finally asked for a manager and was told that there was no one above this phone person I hung up and called back and got someone new and asked for a manager and got someone who said that there would be no refund. I asked for a supervisors number and he said he did not have any numbers for anyone above him. I went on the internet and looked around and found a number for the corporate office in Texas and talked to a [redacted] who said he was not the right person and took my info and said that he would pass it on and if I did not hear back from them to give him a call back. I waited 3days and did not hear from anyone so I called [redacted] back and they said that he was in a meeting and took my number and name and said that he would call me back. I waited 2 more days and just called [redacted] back and he is in a meeting again. I am tiered of the run around and need refund.Desired Settlement: Would like my refund ASAP so I can get a new gift for my mother-in-law.

Business

Response:

Case # [redacted]

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

Our records reflect that [redacted] purchased a sound bar via invoice #

[redacted] on 11/**/13. The return for this

product has been approved at this time. [redacted] should visit the

purchasing store to process the credit back to his Visa Credit Card. A message was left with [redacted] regarding this matter.

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

directly at [redacted]

Kind regards,

Conn’s Customer Relations

Consumer

Response:

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

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

Regards,

Review: Over the course of three years, I purchased items from Conns on three occasions. Each of the purchases was set up on a different account. After a year, I fail 30 days behind on one of the accounts. I inquired about a refinance and consolidating the three accounts. I was told that I had to bring the account current by making a down payment. I made the down payment and about two weeks later they sent out a new contract. Attached to the contract was a life insurance policy. I rejected the policy and they voided the contract. After a month of collection calls, they sent out another contact. I signed and sent the contract in by mail and fax. I begin making my payments based on the contact. Three weeks later, I was told that the contract was sent in past the deadline and they could not honor the contract. In addition, they charged late fees and added interest on the accounts as well as reported negatively to the credit bureau. In an attempt to settle the accounts I contacted corporate office and tried to set up a payment plan. Thirty minutes after setting up a plan, I begin receiving calls informing me that I was delinquent and I needed to immediately make a payment. This continued about every two hours up until nine. Conns have used deceptive collection practices, such as the agreement to consolidate and refinance only to collect a fee. They had no intentions of honoring the agreement made. In addition, they continue to make calls about every hour throughout the day with the same promise of restructuring the loans.Desired Settlement: I would like them to work with me and honor the contract as agreed upon.

Business

Response:

Thank you for the opportunity to assist Mr. [redacted]’s

concerns regarding his accounts. Mr.

[redacted] has been working with our refinance team to combine his three invoices into

one monthly payment.

According to our records, we mailed Mr. [redacted] a

refinancing contract on October 26, 2013.

Mr. [redacted] refused to sign because

there was life insurance listed on the contract. A second contract was sent to Mr. [redacted] and

was received on November 21, 2013.

The second contract was incomplete and missing signatures. We then sent a

third contract to Mr. [redacted] on December 4, 2013 and we could not honor that contract

because it was received after 30 days. We sent another contract to Mr. [redacted] on

April 15, 2014

and we received that contract on April 21, 2014. The contract is incomplete and missing

signatures. We have mailed the contract back to Mr. [redacted] to obtain the missing

signatures. We also attempted to contact

Mr. [redacted] to let him know he would need to complete the contract to proceed with

the refinance request, but there was no answer.

The current contract will expire on May 14, 2014. It will need to be completed and returned to

us on or before that date to proceed with the refinance request.

We will honor Mr. [redacted]’s request for refinance once we

receive the completed contract within the allotted time frame. We value Mr. [redacted] as a customer and apologize

for any inconvenience he has experienced in this matter.

Consumer

Response:

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

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

Regards,

Review: In December 2012 and January 2013, I made two purchases from Conn's--the first was a mattress, and the second was a home theater system. I was able to make timely payments for the first couple of months, but ended up going through a nasty divorce that put me in a very difficult financial situation, and I failed (I fully take the blame) to make my monthly payments. In November 2013, I recieved a call from a Conn's collections representative with an offer to help me get my accounts current. The agreement was that they would schedule two payments for each of the accounts--1 immediately, and one for December-and once those payments went through, my accounts would be current and would report as such on the credit bureaus. In December, my bank account information was stolen, and money removed from my account. I advised Conn's of this, and let them know that my account info had changed, and that my bank would be sending them payment via electronic bill pay, and that the debit card they had on file would no longer be valid. I have made my monthly payments on time every single month since then (via my bank's bill pay service) and Conn's has recieved every single payment---yet they continue to report my account as delinquent, and I receive anywhere from 4-6 harrassing calls every day. The reps that call cannot assist me, and cannot even see the payments that are being sent, even though my bank confirms they are receiving them. I take full responsibility for my account becoming delinquent in the first place, but I have made a responsible effort to bring it current and pay as agreed, but Conn's is not living up to thier end of the agreement made in November 2013. Conn's is receiving these payments EVERY SINGLE MONTH, yet this problem continues. I have tried to contact them via email, only to recieve replies stating that I have to call them...but when I call, the reps cannot see my payments that are being made every month, nor can they direct me to anyone that can help. This is absurd.Desired Settlement: Accounts reported as current on all three major credit bureaus, and the daily harrassing phone calls to stop immediately.

Business

Response:

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

concerns regarding accounts #[redacted] and [redacted]. According to our records,

Mr. [redacted] signed a 36-month retail installment contract on December 31, 2012 as

well as an 18-month retail installment contract on January 6,

2013.

Mr. [redacted] fell behind on his payments and was offered

payment extensions for both of his accounts on November 16,

2013.

As per the terms of the agreement, Mr. [redacted] was

supposed to pay two payments in order to qualify for the

payment extensions.

The first payment processed on November 16,

2013.

The second payment was scheduled to process on December 15,

2013.

The payment that was scheduled for December 15, 2013 was

declined by Mr. [redacted]’ financial institution. Since the

payment scheduled for December was declined, the payment extensions were

backdated due to lack of payment.

Mr. [redacted] has been making regular payments as

of January 2014;

however, he has not brought the account current. Mr. [redacted] would need to make a payment of

$101.46 on account ending in [redacted] and a payment of $403.08 on the account ending

in [redacted] to bring the accounts current.

Thank you,

Credit Help Desk Specialist

Conn's

Business

Response:

Thank you for the additional opportunity to respond to

Mr. [redacted]’ concerns regarding accounts #[redacted] and [redacted]1. According to

our records, Mr. [redacted] signed a 36-month retail installment contract on December 31, 2012 as

well as an 18-month retail installment contract on January 6,

2013.

Mr. [redacted] fell behind on his payments and was offered

payment extensions for both of his accounts on November 16,

2013.

As per the terms of the agreement, Mr. [redacted] was

supposed to pay two payments in order to qualify for the

payment extensions.

The first payment processed on November 16,

2013.

The second payment was scheduled to process on December 15,

2013.

The payment that was scheduled for December 15, 2013 was

declined by Mr. [redacted]’ financial institution. Since the

payment scheduled for December was declined, the payment extensions were

backdated due to lack of payment. We will accept the payment processed on December 18, 2013 and

we will update acct #[redacted] so the next due date will be June 6, 2014.This will

prevent further collection calls and further credit marks. We will also remove

the credit marks Mr. [redacted] has assessed since December.

We value Mr. [redacted] as a customer and

sincerely apologize for any inconvenience he has experienced due to this matter.

Consumer

Response:

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

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me, provided that both accounts ([redacted] and [redacted]) are updated. The response provided only notes account [redacted] will be updated. Thank you very much for all of your assistance with this matter. It is greatly appreciated.

Adam Gates

Review: I called Conns Service Repair line about a week ago to report a problem with my refrigerator. I had not heard from them after 4 days of waiting so I called again and was told by customer service that I had to call back the next day because there was nothing they could do about my problem as they had no available technicians. I called the following morning and was told the same thing by the customer service therefore I asked for a supervisor because I didn't want to keep calling back everyday and go through the list of items that I had to verify in order to even speak to anyone. I was told by the customer service lady "[redacted]" that she would transfer me; I was placed on hold for about 10 minutes before I was transferred back to customer service where I spoke to a lady "[redacted]" who insisted that I giver her my information all over again so I gave her my phone number related to the account I told her I just wanted to find out a date when I would get my refrigerator serviced. I was told by "[redacted]" that she could not give me a date until I give her my address I asked her what the purpose was in giving her my address if they were not going to send anyone out I had already given her my phone number and she had my account in her computer she insisted that "I HAD TO" or she couldn't assist me I asked what different it was going to do if she is telling me no one could come out and check my product and she couldn't go further until I "VERIFY" my information I refused to do so, so she told me she could not assist me any longer at this point I was insisting on speaking with a manager/supervisor and she again told me I HAD TO GIVE HER MY FULL NAME, ADDRESS, AND PHONE NUMBER. I told her I already gave you my phone number why do you want it again and she preceded to tell me "I HAD TO" I refused I told her LET ME SPEAK TO YOUR SUPERVISOR and she said only when I give her the information she is requesting I refused and told her I needed to speak to her supervisor about her service so she put me on hold again for another 10 minutes before a supervisor "[redacted]" came on the line and told me as he came on that "[redacted]" was just doing her job its her job to get all the information even though I had already given it to her if she asks for it again I must comply and give it to her because they need to look at their screens I asked if this was how I would get someone here he said well no because we have no techs that are available to go out there we just need to get your information. He didn't seem to get my point why was I going to keep giving everyone my information if there was nothing they could do about my situation. I asked Mr [redacted] what his first name was because in my opinion he was not a supervisor by the responses he was giving me he seemed to be another customer service rep misrepresenting himself as a supervisor. Mr [redacted] said it was CONNS policy NOT to give out first names but here they were asking for everything short of my blood type which they wanted to say that I HAD TO give to them. I find this ridiculous why wouldn't they be able to provide me with their full name but I have to give them all my information which they should already have on their screen once I gave them my social or phone number? Every time I have called Conns either to the store or customer service I have had bad experiences and when I try to report these experiences they need to know who I had the bad experience with but SUPRISE they don't know who that person is being that I only have a name (maybe first, maybe last, maybe fake).Desired Settlement: I would like my refrigerator serviced ASAP and I would like Conns to have better training for their employees on customer service, either it be customer service reps, service reps, managers, store payment collectors, and even the sales people. These sales people need to start informing the public that when you get this service contract added to your account that they have 30 days and will probably take 30 days to come out and service your product. I could have saved my $300 plus on purchasing this extended warranty and just pay out someone locally who will charge me about that much.

Business

Response:

Thank you for the

opportunity to respond to Mrs. [redacted] complaint. Our records show on 9/30/11, Mrs. [redacted]

purchased a Samsung refrigerator and 48- month repair service agreement from

us. Our records show Mrs. [redacted]

contacted us on 5/5/14, stating her refrigerator panel would not function. A service call was set-up and scheduled for

5/12/14, upon inspection the technician found the display panel was working properly. Conn’s would like to apologize to Mrs. [redacted]

for the experience with our Customer Service department. We value Mrs. [redacted] as our customer and

appreciate her for bringing her concerns to our attention.

If we may be of further

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

Kind regards,

Customer Relations Officer

Consumer

Response:

This letter is to inform you that Conn's has carried out to my satisfaction the resolution it proposed for my complaint, filed on 5/12/2014 2:05:35 PM and assigned ID [redacted]

Regards,

Review: Received the wrong merchandise after waiting over an 1:30 for delivery at the pickup warehouse. I got home to find the wrong table and the Memphis [redacted] refused to discuss the issue... called corporate and waited another 1:40 mins and still no fix to the issue.Desired Settlement: I want the correct items, and additionally, two (2) chairs for my time and rudeness of the [redacted]. I want to know why the [redacted] fells its not his problem. why he felt the need to blame the [redacted] who wrote the same item numbers I did and thus is blameless in the issue. Why it took so long to correct and why or how a company has 1600+ complaints with unsatisfactory resolution can maintain an A rating... is it true that you pay your dues and maintain an A?

Business

Response:

Thank you for the opportunity to respond to [redacted] complaint. Our records show on **/26/14, [redacted] purchased the [redacted] Dining set which consisted of seven pieces (table and six

chairs) all with a 48-month [redacted] Plan and financed his account with [redacted] Acceptance.

We received [redacted] complaint and found he contacted our

[redacted] department stating after he picked up his merchandise from

our [redacted], TX warehouse, he realized he received the wrong table upon setup. We

confirmed with the [redacted] that [redacted] did receive the incorrect

table therefore an exchange was approved to pick up the correct table. Our

records show as **/17/14; [redacted] has received the [redacted] table he

originally purchased with his dining set.

Although we are unable to honor [redacted] request to receive

two additional chairs, as a gesture of goodwill we will mail [redacted] a $50

gift card for his inconvenience; please allow 7-10 business days to receive. We

sincerely apologize for [redacted] experience during this process.

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

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. I had to take two days off work and I make a lot more than fifty dollars... after numerous attempts Conn's [redacted] continued to lie and failed to process the correct paperwork. I suffered late fees on my payment and harassment from your employees. Should Conn's need further information they can call ME!

Review: I purchased a 60" LED TV from Conn's on [redacted]. Once I set up the TV I noticed a brown rainbow at the bottom middle of the screen. I had never had a TV this size or LED before, so I wasn't sure if this was normal or not.The first chance I could get back into the store to see the TV that was on display was the following Saturday. The brown rainbow was not on that TV. My salesman said he had never seen this before and would have a technician come out and look at the TV.The technicians came out the following Tuesday. He said that the entire LED screen needed to be replaced. We called the [redacted]. store and spoke with [redacted]. He told the technician and myself that they would just switch out the TV since it had not been 30 days and that he would have my salesman [redacted] call me back. I had not heard from [redacted] and called him the end of the week and he said that he had the switch approved at their level but they were waiting on some other approval and I should hear something back Friday the [redacted] at the latest. I still have not heard from him by late Saturday and called him back. He said that he was still waiting on some approval and that it would be a couple of more days.I called the main office today Monday [redacted] and was told that they were not going to switch out the TVs because it was not reported within 24 hours and that all they could do is repair the TV and that the part should be in by [redacted]. They did not give me an explanation as to why I was repeatedly told that it would be switched out.Had they told me that they could not switch the TV out when the technician initially called then I would have accepted it and moved on but I feel they should have lived up to their agreement to just switch the TV out since I had been told that on multiple times.Desired Settlement: I think they should stand behind their word and allow me to switch out the TV for a new one. I had only have the TV 5 days when I went into the store and told them about the problem.

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted]'s complaint. Mrs. [redacted] has been contacted regarding her concerns and we appreciate her for bringing them to our attention. Her concerns were addressed with those involved to ensure they are not repeated. Conn's agreed to honor Mrs. [redacted]'s request to exchange her television. Mrs. [redacted] is aware and will be in the store to reselect.

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

Review: On [redacted] I went into the store to do an exchange on a mattress set. The expected delivery date stated on invoice was for [redacted]. Then I received a call on [redacted], from the delivery department to confirm the delivery address. Was advised that my address was not changed to my current address, I was advised to call the store. When I called the store they advised me that the department was closed and they would handle it on Monday. Did not receive a call from the store went into the store on [redacted] spoke with a manager he check on the address and stated they would call back after 20 to 30 minutes, I asked the manager how much longer he stated the delivery department would call on Thursday to set up the time. I advised him of the bad service, and asked for his card and the 1-800 number he stated he did not have a card and gave me the number on a piece of scrape paper. As of this date [redacted] I have not received the delivery or a call.Desired Settlement: Deliver bedset

Business

Response:

Review: I purchased a leather sofa in the store but they delivered the wrong sofa, a suede sofa.

I saw a sofa on Conn's website. My friend and I went to the store to purchase a sofa, tables, and a dinning set on [redacted]. My sales agent was [redacted]. She was very professional and patient with me. I took a printout and pics of what I wanted. The sofa was beautiful but it was suede. I told her that I had dogs and that wouldn't do. I decided to purchase a Leather sofa that I did not see online instead. Delivery was scheduled for the next day. When they delivered the sofa, I asked my friend didn't I get a leather sofa. He said yes. The driver said that he did not work for Conn's and I would have to call the store. I told him that Conn's was written on the side of the truck. The driver said they forgot the legs to the sofa and they would bring them tomorrow. He told me I could call the warehhouse to straighten things out. I was told the driver could not come back and get the sofa, he was too far out. Then I was told to call the store. The store said I would have to talk to my sales person. She had already gone home. The next day [redacted] confirmed that I had purchased a leather sofa and that they had delivered the wrong sofa. I called one person after another and just got the run around. Fianlly I was told that I had signed for it and there were no refunds or exchanges. It is now 5 days after I purchased my sofa and I still have not gotten the legs to the sofa. On [redacted] I called customer service and told them they say they will deliver the sofa today and they haven't. I have stayed home everyday since [redacted] to [redacted] today waiting for them to bring the legs to the sofa, between the allotted times they stated. In fact I have stayed home all day just in case. Conn's policy seems to be it is OK for them to do what they want when they want, and I am at thier mercy. I had a serious spinal injury a year ago, that is why I told [redacted] that I could not take that sofa in the first place, because the seating area was too long and when I sat on ths sofa in the store the sofa hurt my back because of the angle that I leaned back in. I told her I wanted to look around for another sofa. I found the perfect sofa. It had a smaller seating area and my back would be supported by the back of the sofa without leaning back. Yesterday after calling everyone I was told to call I told them to just please bring my legs to the sofa, four days is totally unacceptable to be waiting. I also had noticed that there were some defects in thd sofa. There is a gap between the cushions and the pillows. I have kept the sofa covered with sheets and blankets since they delivered it. I do not think I should have to stay home day after day waiting for them to bring the legs. Because of my spinal injury and nerve damage that I can provide proof of even if I went and picked up the legs, which is totally unaceptable I would not be able to lift up the sofa anyways.Desired Settlement: I want the sofa I purchased in the store. The leather sofa with the short seating area. It is better on my back. The sofa they delivered had defects in it that were not readily visible.

Business

Response:

Review: I purchased a washer and dryer from Conn's. We also purchased the stands to go with the washer and dryer. A couple of months later the washer broke down. Conn's sent out a repairman on 6 seperate occasions. The first said he needed to replace a part, the other repairmen did not have the right part. They stated that the wrong parts was ordered. Although we have a warranty, Conn's refused to replace the machine because they stated that the machine is no longer 899.00 which is the price we paid for it. They wanted us to pay an additional 400.00 because they stated that it was no longer on sale for 899.00 but was 1299.My wife and I explained that it is not our fault that they sold us a defective product. This has been going on for months with no resolve. Conn's told us that they will cancel the contract and have someone pick up the washer, dryer and stands due to the fact that we bought it all as a group. To this day, no one has picked up the product. We have been calling every day. Now we are getting harassing collection calls from Conn's. They have reported this on our credit as a derogatory account and are constantly adding late pay for something that they failed to comply with. This experience with Conn's has been a nightmare.Desired Settlement: I want Conn's to pick up this defective product and give me all of my money back. I also want them to remove the false deragotory statements that they reported on my credit. They have defamed my character. I don't want to see anyone else experience the horror that my family did with Conn's. This is horrible customer service

Business

Response:

Review: I bought 2 tablets at this place, they sold me an insurance policy for them that was supposed to cover any damage, accidental or defective. One of my tables' screen broke so I called to request a repair and did what I was instructed to do, I dropped the tablet at the store on about [redacted], not sure of the date cause I wasn't provide a receipt or anything. A week after that a technician called me to inform me that he ordered the screen and that it would probably tae him up to 5 days to receive it, and that he would called me back when the tablet was ready to be send back to the store. Never heard back from him so on [redacted] I called their service department and I was told that the technician mark the tablet as un repairable since [redacted] but fail to follow their proper procedure so I can get a new one, I was told that they were filling a report and a ticket was supposed to go back to corporate for their approval and to called back the following Friday, on Friday when I called, the CSR was not able to located the report on their system and I was told again they were doing one while I was on the phone, that someone would call me within the next 24 to 72 hrs. 72 hrs passed and again I didn't hear from anyone, I went to the store to talk to a manager hoping that he was going to be able to help me, nothing! I have made several trips to the store because he keeps promising the tablet would be ready for me to pick it up but instead he keeps giving me excuses, last Friday [redacted] he said that he didn't have one on stock, that I could get another model but he wanted me to pay the difference, he also said that now that I'm getting a replacement my warranty that I bought was being voided and that I needed to buy a new warranty for $200 more. he keeps saying he would call me, but never does. I was there yesterday and he said he was going to have a tablet ready for me to pick up last night, that he would call and here it is, noon on the following day and I still haven't heard from himDesired Settlement: At this point I want to get a replacement and a compensation for the many days that they keep my tablet and the many trip that I have made to the store making me waste my time and my money.

Business

Response:

Review: Sevice department came out to repair Refrigerator on 9/**/2013 did not install all the parts back to oragenal condition. Refrigerator Broke down on 10/**/2013 called for sevice took tell 10/**/2013 for tech to show up. As of today 11/*/2013 repairs still have not been made have gone 3 weeks without refridgerator this unit is only 18 mouths old and I purchasede the extended waranty. This kinda sevice is unacceptable. And I have kids to feed.Please, Help. [redacted]Desired Settlement: Need to replace refridgerator its the right thing to do!

Business

Response:

Review: Purchased sofa Dec. [redacted] 2013 Tucson, AZ. Delivered and ripped a corner of the sofa. Called warehouse manager ([redacted]) and was given two options, either they send out a new sofa (wait time 4 days), or quick semi-repair by deliveryman and 10% ($129.99) off of the price. I selected the repair/money off. Contacted them mid January and they had no record of refund offer (they called it concession). Contacted headquarters in TX and warehouse in Tucson (manager [redacted]. He told me that he would apply the concession to my contract. A week ago (late Jan) I called and spoke to [redacted] and [redacted] at different locations and they said that it would be handled. Called today and spoke with [redacted] again and told him to either apply the concession to my contract, cut a refund check of $129.99 or deliver me a new couch. His boss could be heard in the background telling him to stall. I told him that I needed a firm answer by this afternoon. No answer. If I didn't make payments and live up to my end of the contract, I wouldn't expect them to. However, I even make my payments in advance, so I expect them to live up to their end of the contract.Desired Settlement: Refund check of $129.99 or $129.99 deduction on contract or new couch.

Business

Response:

Thank

you for the opportunity to respond to [redacted]’ complaint. Our records show as of 2[redacted]/14, two credits

of $129.99 each which came to a total of $259.98 have been applied to [redacted] account. We have included [redacted]’ general loan ledger in our

response.

If I may be of further assistance, [redacted]

may contact me directly at [redacted]

Kind regards,

Customer Relations

Review: On Jan. [redacted] we purchased on conns credit account a samsung washer/dryer set along with extra warranty.The appliances were delivered from a san antonio warehouse a few days later.Within a week after we received both our appliance they BOTH malfunctioned.The washer showed a code that the manuel stated it had to be serviced and the dryer started to leak water at the bottom, left front side during any drying cycle.I immediately called conns service department and they told me they did not have anyone to service this area and they were going to contact samsung and for us to do the same.I called samsung and during the first phone call I did not get anywhere with the customer service rep.I hung up and called the manager, [redacted] who sold us the appliances. He said he would research to see what could be done and would call me back. On Jan. [redacted] I still had not heard from him, but I did get a call back from conns service dept. and they told me that there was not anyone that serviced this area and I needed to contact samsung directly.I immediately called samsung and they offered to exchange or buy back my appliances.I chose the buy back option.I have since found out that samsung is only going to cut me a check for $899.99 x 2, but not reimburse the taxes or extra warranty.So, I then contact conns customer service and explain this to them and they also say that they cannot reimburse me for the taxes charged or the warranty.What was the point of purchasing the extra warranty if they cannot help me.During this time and before my 30 days were up I called the dallas store again and asked what I had to do zero out my account since I was in the situation I was in and the lady I spoke to said she would email me a form to fill out and return.I never received the for form.I made several attemps to get that form and it was never sent to me.I even contacted [redacted] about it and he never sent it to me as well.I have made several calls to customer service about my acct and they have not approved anything.Desired Settlement: I would like to payoff washer/dryer and the three extra items I needed to connect appliances and I would like for Conn's to zero out my account. I feel I should not have to pay the taxes for something that is not working or I am not going to keep. I would also like for Conn's to cancell my insurance and warranty because the warranty never worked in this case. I want our account to have a ZERO balance!!!

Business

Response:

Thank you for the opportunity to respond to [redacted] complaint. Our records show [redacted] purchased a Samsung washer and dryer with us on 1/*/14 with a 24

month repair service agreement. [redacted] contacted us on 1/**/14, stating the washer was leaking from the bottom

soap and water dispenser. [redacted] was advised to contact the manufacture to schedule an appointment. [redacted] was contacted by service on

3/*/14, regarding her concerns and she advised us that the manufacture offered

her a “buy back”. We sincerely apologize

to [redacted] for the experience she has had with us and the manner in which

her concerns were addressed. Conn’s has

agreed to honor [redacted] request to cancel her warranty and insurance coverage. Our records show on 2/**/14 a credit of

$407.27 posted to the account for the insurance, then on 3/**/14 a credit of $324.72

post to her account for the warranty coverage.

A copy of [redacted] general loan ledger showing the credits has been

mailed to the address on file.

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

contact us at [redacted]

Sincerely,

Customer Relations Officer

Review: My name is [redacted], well my story begins when I started receiving calls on an account that was current and is still current. A lot of of calls like 90 plus. So I started calling Conns and they said well they did not know why I was getting these calls and they would send it to review, which I did not understand you are viewing my account and you see that I am current. So more and more calls keep coming mine you my account is still current. So I finally got through to Corporate office thinking I was going to get some resolution to this problem, So I was referred to a Ms. [redacted] "Customer Relations" well I called her 7-8 times no response from her then I called and got through to a Ms. [redacted] in review and she told me that she was sorry and she would take care of it and no further calls would be made to me but if one came through ignore it. "Really" suggesting just don't answer my phone. Of corse I did get another call. Long story short not only did I get phone calls but I got a "Demand Letter". These accounts are still current so I started calling Ms. [redacted] and [redacted] last Monday, of course no response just kept leaving voice mails I call these 2women I know 30x since Jan. 17th 2014. I pulled my credit report last night and what do I see 'CONNS' 120 days plus pass due. I just can not believe this. My account was never pass due 120 days. I have not even had the account but 6mths. And now my credit is jacked up. This should have never gotten to this point. I want this off my credit report NOW. I am so very mad and disappointed with this whole experience. I work in customer service that's why I was trying to work with these people just to find out these people are not working. This is totally unfair to me and my 'CREDIT'. And they will tell you that my account is current and it was current and has always been current so where did this120plus days pass due come from. This is 2014 it does not take 5-6 months to fix this matter this is their fault and they need to fix my credit NOW.Desired Settlement: DesiredSettlementID: Other (requires explanation)

Fix my credit report meaning take that off and make sure it's off. And fix my account showing that I am current and make sure I do not get any more Demand Letters and phone calls. My accounts are current and have been and that is what it should show. I don't want to hear we are working on it or it's under review. You are viewing my account and payments I did not just make them they where there all this time. Thank you for your time. Ms. [redacted]

Business

Response:

Thank you for

the opportunity to respond to Mrs. [redacted] complaint. Mrs. [redacted] has been contacted regarding her concerns and the necessary corrections

have been made to the account and credit bureau. In addition, Conn’s

credited both of her accounts one payment for the delay and inconvenience.

If I may be of further

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

Kind regards,

Customer Relations

Business

Response:

Thank you for the additional opportunity to respond to Mrs. [redacted] concerns regarding her accounts. Mrs. [redacted] has been contacted regarding her concerns and the necessary corrections have been made to the account and to the credit bureaus. We have provided Mrs. [redacted] a copy of the corrections. In addition, Conn's credited both of her accouts one payment for the delay and invoncenience. Her next payment cycle is scheduled for May 20, 2014 and she will need to resume payments at that time to avoid any further credit marks. Please note it can take 30-60 days for the credit bureaus to update Mrs. [redacted] credit file.

We value Mrs. [redacted] as a customer and sincerely apologize for any invonvenience she experienced concerning this matter.

Consumer

Response:

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

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

Regards,

Hello, I do not accept this resolution because I am trying to get a house and this is very bad on my credit report and I have to wait for the credit bureau to update their system and clear this off my record when it should have never ever been there in the first place. I called Ms. [redacted] and Ms. [redacted] for over 2 months before time trying to get them to take care of this account that was not late and was current. At one point I told Ms. [redacted] that I was concerned about this going on to my credit report because it was taking so long. She promised me that I had nothing to worry about. So for them to try and make me wait by myself,for the credit bureau to make "Conns" mistake right is not my fault or the credit bureau. I was not trying to get them to pay my account for me, I was paying my account when they just neglected to respond to it and fix what ever "They" did wrong. So I think they should wait and pay as I had to wait and pay on an account they refuse to correct before they let go to the credit bureau. And see,how long do they have to pay until someone update their system. Because apparently It took "Conns" 4 months to update theirs. To just screw up my account and let it go to this point and then say well, I guess you just have to wait for the credit bureau now. It's not our fault , Now it's the Credit Bureau fault Ms. [redacted] credit is jacked, we did all we can. Really? I asked anyone involved with this account and what happened in this situation ,And you where trying to by a house how would you feel? Paying on an account that is current and being paid on, and the business let it go to the credit bureau 120 days plus unpaid with plenty of notice that this account needed to be corrected due to something they where doing to it because I was paying it. No this is not good enough I want it off and you pay as long as it is somewhere "credit bureau" it should have never been. For all I know It could take as long as it took Ms. [redacted] and "Conns" or longer who knows. It's not fair and they are not doing me any favors I was already paying my bill. But, yet here we are. So now they want to put it on the credit bureau and just say oh well Ms. [redacted] we done all we can ,sorry we screwed you , So now just wait on the credit bureau to fix our mistake. I should have to wait and pay on an account that is sitting in negative status at the credit bureau. That not right, And they are need to do better. Not just for me but all their customers that are paying and is in need of some "Customer Relations" way before someone else has this problem. Ms. [redacted] could have prevented this had she just answered or returned any of my calls over 20 to her and at least10-20 to Ms. [redacted]. They did' nt even get serious until I had to file with the Revdex.com that is ashamed. I will be letting the COO-CFO-CEO of 'Conns'. Know about this. While I'm waiting for 2-3-4-5 months while my account sit there and how it got there , and my disbelief of the whole matter and the treatment I received by the people they have in position to handle , what started out to be something simple that they messed up on their end and neglected, ignored or just said oh well she'll never know we did'nt fix it, as many calls as your associates called me. Oh , by the way I already contacted your COO-Mr. [redacted] and Mr. [redacted] is next and then Mr. [redacted] and I will be sure to give your name Ms. [redacted] (Customer Relations) ex.[redacted]. If I'm going to wait alone, I will be writing faxing calling ,e-mailing until they know what I just went through with their company and now I have to wait to get my house or anything else. Carrying a letter around with me is totally unacceptable. I paid and waited while someone fixed their mistake or the clique in the system or while the system was updating for 4 months, You put me there, credit bureau, and now you still want me to pay on an account that is sitting at the credit bureau you let get there. No, you pay as long as it's there. That is the resolution I want , to be made whole and credit in tact, like it was before a purchased anything from your store. I already told you I would not be satisfied until it was off "Completely Off) that is not asking for to much. Please froward this to Ms. [redacted] (Customer Relation). Thank you for your time, Ms [redacted]

Review: I went to the Conn's location on April 1, 2014. While there, I purchased a dining room table set and entertainment center. The sales person looked up the inventory and confirmed that everything was in stock and could be delivered the next day. On April 2nd I received a phone call to let me know that everything would be delivered except the top half of the media center and that if would take about a week to get in. The following week I called Conn's and they told me they would receive it from their Dallas warehouse and deliver it later that week I received a phone call I Thursday evening to schedule the delivery for the next day, Friday morning. When no one called me Friday morning to confirm a delivery time, I called Conn's myself. They said that they didn't have it in stock and would not be delivering. I told them that the previous evening someone had called me and told me that it was in stock now and scheduled a delivery. They just said that they didn't know why I was told that and to call my sales person. It has now been over 3 weeks. No one from the warehouse or delivery has called me. I have no idea if I will ever get the top to the unit. I called last week and told the sales person to at least coordinate to pick up the half that I have of the unit, and no one has even called to schedule that either. I have contacted them multiple times to get this resolved over the past 3 weeks. Today the store manager offered to sell me the floor model, but only at the same full price I paid for a new one in the box.Desired Settlement: I would like the top portion of the entertainment center be delivered as promised.

Business

Response:

Thank you for the opportunity to respond

to Ms. [redacted] complaint. Our records show on 4/2/14, Ms. Esparaza purchased

a Dining Room Table Set and Entertainment System from our Shenandoah location.

We were unable to deliver the complete entertainment system to Ms. [redacted] due

to the hutch not being in stock. Ms. [redacted] was contacted by the store manager

and offered the floor model hutch to complete the delivery. Ms. [redacted] agreed to the floor model hutch

with 30% off plus free delivery refund. A credit of $303.09 is processing to Ms. [redacted] Conn’s account.

We sincerely apologize to Ms. [redacted] for the experience she had and for the inconvenience caused by the delay. If we may be of

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

Kind Regards,

Review: I purchased a white L shaped couch in 2012 with the RSA warranty at $70 per piece of the couch. Since I have purchased the couch I have had nothing but problems with it. I have had technicians out about 6-8 times to correct problems with the couch. After the last issue with the couches arm collapsing and the replaced leather not matching, I received a call that I could go into any conns to find replacement couches. When I got to the Webster location ( conns would not disclose my options when I called the Beaumont location, they sent me straight to Webster location to talk to them). When I arrived on 6/9/2014 the Webster location notified me that I had store credit and could spend $1100 in new items. I am still paying on the couches with conns credit account. I am so unhappy from the pick up location to getting this couch repaired I DO NOT WANT ANYTHING ELSE FROM CONNS. Also it does not make sense to be paying for an item that I a retuning ! ( in reality if I don't want anything that means I would be paying interest on a store credit! Is that even legal?Desired Settlement: I would like a refund instead of a store credit for items I do not want ! That would be like paying for a root canal from a dentist and not getting the root canal. Why get another item from the company If I am more than dissatisfied?

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted] complaint. Our records show on 3/14/14, Mrs. [redacted] purchased a Albany Naples furniture sectional which consists of two pieces (left and right sectional) with a 48-month FurnitureGard Plan and elected to pickup items from Conn’s warehouse in Dallas, TX. After reviewing Mrs. [redacted] service history, Conn’s agreed to exchange Mrs. [redacted] furniture as a good will gesture and issued her an in-store credit on both units to re-select. Mrs. [redacted] did express that she could not find anything in the store to re-select and instead wanted credit refunded. We contacted Mrs. [redacted] on 6/11/14 to discuss her options; Mrs. [redacted] stated she did not want to exchange her unit but to have a credit applied towards her account. Mrs. [redacted] was informed that in order to issue a credit to her account she would need to return her furniture and we would process the credit to her account. Once Mrs. [redacted] has returned her furniture the credit will be processed.

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

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,

Well ms [redacted] authorized me to return my furniture for full credit to the Webster store. So on June 14th I rented a Uhaul, placed the furniture in the truck and took the furniture to the store. The manager who has worked for conns for 30 years told me that Ms [redacted] did not call him and let him know I was dropping off the furniture. Therefore he told me I was not able to drop off the furniture and if I did that if someone took the furniture, they were not going to be liable. He basically told me to leave. Now on Saturday , there was no one to help me in the matter. I had the email that is listed here on my complaint from Ms [redacted] and even showed this to the manager. He called a MR [redacted] and he told me that that person is not going to do anything either. I have tried to call ms [redacted] since Saturday and have not gotten a call back. So I still have the furniture and a 40$ expense to UHAUL. I am more than unhappy at this time and I feel that they need to pick up the furniture and pay me back for renting the Uhaul .

Review: I purchased a brand new washer and dryer from Conns on May 9, 2014. The washer has not worked since they delivered it. I have called the Conns customer service because I want them to replace the washer. They stated they couldn't replace the washer, they would have to fix it. I have had someone out here twice. The first time they stated there was nothing wrong with the washer. The second time they realized the control board was defected. Conns didn't have the part in stock. It is June 5, 2014 and my washer still does not work. Conns refuse to come and pick this washer up and replace it with a new washer.Desired Settlement: I want Conns to come and pick the washer up and replace the washer with a new working washer.

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted] complaint. Our records show on 5/9/14,

Mrs. [redacted] purchased a LG washer and dryer with a 48-month Repair Service

Agreement Plan. On 5/16/14, Mrs. [redacted] contacted us stating the washer displayed

an error code, is not spinning properly and leaves a lot of water on her

clothes. A service call was scheduled for 5/23/14 however; on 5/22/14 Mrs. [redacted] contacted us stating she no longer needed service due to the manufacturer

serviced her unit therefore, the service order was cancelled. On 5/23/14, Mrs. [redacted] contacted us again stating the unit is not turning on. A service call was

scheduled for 5/26/14; upon inspection the technician found parts needed to be

ordered to complete repair. Our records show parts became available on 6/4/14

and the manufacturer completed repairs. We attempted to contact Mrs. [redacted] on

6/11/14 to confirm if the unit was successfully repaired however, we were unsuccessful

in our attempt. If Mrs. [redacted] is still in need of service on the washer, she may

contact us at 1-866-765-1513 to discuss other options that may be available.

Kind

regards,

Review: A Samsung Galaxy Tab S was purchased on july 3rd 2014 and from the begining it started to have issues until a software update was needed. The tablet had to be rebooted and it would not load it would only turn of. I contacted conns to have it exchanged. Conns does not have a technician on site, yet I was told over the phone that it would be exchanged. Its been almost a week and conns have not made a resolution yet.Desired Settlement: I just wanted it exchanged.

Business

Response:

Thank you for the opportunity to respond to Mr. [redacted] complaint. Our records show on 7/3/14, Mr. [redacted] purchased a Samsung tablet

with a 1-year limited manufacturer’s warranty. On 7/10/14, Mr. [redacted] went

into Conn’s located in El Paso, TX stating the tablet shuts down on its own and

wanted to exchange the tablet. Mr. [redacted] was advised that we could send the unit

into service and have a technician assess the repair needs or he could exchange

the unit with a $129 exchange fee. Mr. [redacted] did not want to send the unit

in for service and left the store with the tablet. As of 7/25/14; Mr. [redacted]

has not returned the tablet for service to have a technician inspect the unit. At

this time we are unable to honor Mr. [redacted]’s request to exchange the tablet

due to he has not allowed service to assess the units repairs needs. Although

Mr. [redacted] has exceeded the time frame to exchange the unit, Conn’s is willing

to extend the Return and Exchange Policy and allow Mr. [redacted] to exchange the

unit within 14 days with a $129 exchange fee.

If we may

be of further assistance, Mr. [redacted] may

contact Customer Service at [redacted]

Kind regards,

Customer Relations

Consumer

Response:

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

When I arrived at the store on July 11th I was never advised of such fees. I was told that a ticket was needed for any returns or exchanges. The manager was extremely rude as he did not wanted to take the time and explain the process. I have called almost every day since this happened to customer service. Conns response is without merit as they are not researching the issue at at hand.

Regards,

Business

Response:

Thank you for the opportunity to respond to Mr. [redacted] additional complaints. In our previous

response Mr. [redacted] was advised that we are willing to extend the Return and

Exchange Policy and allow him to exchange the tablet with the $129 exchange fee

as stated in the policy. An exchange fee

is charged on all exchanged merchandise unless the original merchandise has

been inspected by a Conn’s service technician and is found to be defective or

the original merchandise fails within 24 hours of purchase. Since Mr. [redacted] has refused to allow a

Conn’s service technician to inspect the tablet and determine if it is

defective, we are unable to honor his request.

Mr. [redacted] may visit the store to send the tablet in for inspection or

for an exchange with a $129 exchange fee.

If we may

be of further assistance, Mr. [redacted] may

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

Kind regards,

Customer Relations

Review: I purchased a new LG refrigerator at the Baytown, TX location less than 2 months ago. Saturday, July 12 I realized that everything in the freezer had thawed out. I called the 1800 number for service and was told I would receive a call on Monday, July 14 to schedule service. I never received a call so I called them that evening and was told that they had scheduled my service for the next day which would be July 15. On Tuesday the service technician came out and said that the compressor had gone out and it would take 3-5 for the part to come in but since it was a refrigerator part he would try to have his manager expedite the part. The service technician was also supposed to bring us the food loss form but failed to do that. He promised he would bring it the next day, Wednesday, July 16. He also failed to do that and quit answering our phone calls. After hearing the news from the technician on Tuesday that the compressor had gone out I called the customer service again and requested that they replace my refrigerator seeing as I just bought it and it is already broken. I have only made 1 payment on the appliance and I am paying for a brand new fridge...not a refurbished one. Not only are the customer service representatives very unhelpful, but they are also very rude. I have called every number I can find and I have called the store. No one can seem to get me a manager to speak to. They promised me a manager would be calling me back but I have yet to hear from one. I did however find out yesterday(July 16) that the part will not even be in until July 23. I have small children and I cannot even keep food in my house to feed them. One of my children is still a toddler which needs to drink milk still and I cannot keep that in the house for her. Waiting a week without a refrigerator for a part just so I can continue to pay full price for a repaired refrigerator that I haven't even had for 2 months is unacceptable. I also had to unplug it because it smelled like it was burning, and now it stinks.Desired Settlement: I would like them to either replace my refrigerator immediately so that I can supply food for my children or allow me out of my contract will full refund so that I can go purchase a new one somewhere else. I also would like to be given the food loss claim form and reimbursed immediately for the food loss we incurred so that I can replace our food.

Business

Response:

Thank you for

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

on 5/26/14, Mrs. [redacted] purchased a LG refrigerator with a

24-month Repair Service Agreement, installation, and delivery totaling

$1,405.64. Our records indicate Mrs. [redacted] was scheduled for delivery

and received her items on 5/27/14. On 7/13/14, Mrs. [redacted] contacted us regarding her refrigerator;

stating the freezer was not cooling. A service call was scheduled for 7/15/14; upon the

inspection the technician found the thermistor needed to be replaced. The

part was ordered and once received the repair was scheduled for 7/24/14; on the day of

service the technician found the part did not repair the refrigerator. An

exchange request was submitted and approved on 7/26/14. Mrs.

[redacted] was contacted on 7/28/14, and she was informed of her exchange approval and

will be going to her Conn’s store this week. We sincerely apologize to

Mrs. [redacted] for the experience and the inconvenience as a result of

delay.

If we may be of

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

Kind regards,