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Reviews B And B Movers

B And B Movers Reviews (916)

Review: PLEASE NOTE: Complaint is regarding store located at [redacted] NOT the location on [redacted] in [redacted] as selected when I originated this complaint. The location on [redacted] does not appear in the drop down menu of choices.

I purchased an HP Spectre 2-in-1 Laptop from Conn’s Home Plus on 5/11/14. I used the laptop once when brought home to set up my preferences. Did not use laptop again until late July and noticed laptop was running very slow, screen would freeze up; screen would not change when scrolling.

I took laptop into the Conn’s store located at [redacted] on 8/3/14 so it could be sent to their service department. Approximately two weeks later, I receive a call from [redacted] at the store stating they could not duplicate the problem but did update the software. This concerned me as I did not want a computer returned to me that did not work. I called back to the store and talked to [redacted] and told him of my concern. After putting me on hold for quite some time, he returned to the phone and stated I was misinformed and the problem was duplicated and they updated the software. This “change in mind” about the repair of my computer concerned me but I returned to the store and picked up my computer.

I did not attempt to use the computer until 8/23/14 and the problem continued, only worse. Locks up, freezes up, cannot scroll through screens, touch screen works intermittently, cannot switch between Windows 8 Start-Up Window and standard desktop.

I called the store on 8/23/14 and spoke to a manager named [redacted] Expressed my concerns and [redacted] stated he would contact Customer Service and get back to me. I stated my concerns over Conn’s delays in responding and he advised “he was not like that” and would contact me. A week goes by and nothing from [redacted].

I return to the store on 8/30/14 and speak to [redacted] and he immediately attempts to brush me off without hearing my full concern and wants to send laptop out for service again. Although [redacted] remembers his previous conversation with me, it becomes very obvious at this point that this is standard for Conn’s – sell the product but offer no customer service, no guarantee on the product and do not stand behind what they sell. It is further obvious that [redacted] is well versed in pushing off the customer – his answers were rehearsed, he was smug, would not release name of store manager and was condescending.

Bottom line here is I have received run around from this company. Paid $1358.27 for a laptop that does not work. Service not able to repair and Conn’s will do nothing…..no exchange, no refund. I initially would have been fine with an exchange but now have no trust in this company after my experience and reading about the nightmares experienced by other customers / complaint from Texas Attorney General. I have paid faithfully monthly but now will no longer make monthly payments and expect Conn’s to take laptop back, refund the money I have paid to date, not charge me a re-stocking fee and close out my account / void contract.Desired Settlement: I have paid faithfully monthly but now will no longer make monthly payments and expect Conn’s to take laptop back, refund the money I have paid to date, not charge me a re-stocking fee and close out my account / void contract.

Business

Response:

Thank

you for the opportunity to respond to Mr. [redacted] complaint. Our

records show on 5/11/14,

Mr. [redacted] purchased a Hewlett Packard PC/Tablet 2-N-1 with a limited 1-year

manufacturer warranty.

Mr. [redacted] contacted our service department on 8/03/14;

stating the screen was freezing and would not go to programs when

selected. On 8/11/14,

the service department received his PC/Tablet; the technician tested the unit

and unit tested ok. Our records show the technician updated all software updates/firmware

and the PC/Tablet was working properly and no issues were detected. Mr. [redacted] contacted service again on 9/07/14;

stating his PC/Tablet screen is freezing, wouldn’t scroll, and would not go

into the programs. We had another technician assess Mr. [redacted]’s

PC/Tablet on 9/18/14 and again no problem was found therefore we are unable to

honor Mr. [redacted] request to return the PC/Tablet.

If

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

Kind

regards,

Business

Response:

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

comments. Our records show

on 5/11/14, Mr. [redacted] purchased a

Hewlett Packard PC/Tablet 2-N-1 with a limited 1-year manufacturer warranty. Conn’s offer a 14 day Return & Exchange

policy on computers, computer equipment & accessories. Our return and exchange policy is given to

each customer at the time of purchase.

We had another technician assess Mr. [redacted] PC/Tablet on

9/18/14 and again no problem was found therefore we are unable to honor Mr. [redacted] request to return the PC/Tablet.

Mr. [redacted] warranty coverage is through Hewlett Packard, if he is not

satisfied with our technicians’ assessment and findings he may contact them directly

regarding the tablets performance.

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

Review: I purchased my grandson the [redacted] bedroom set, it was delivered and setup by Conns on March 17 and fell to the ground on March 27th. I called customer service and was transferred to service, they set up a ticket [redacted] on March 28th and said in 24-48 hours I would receive a call to schedule a date.

4 days later they called and said they can schedule service on April 21st. I asked if I could exchange the bottom platform or even just exchange it for rails and the queen box spring they said no.Desired Settlement: To exchange the item for regular rails and box spring.

Business

Response:

Thank

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

on 3/7/15, [redacted] purchased the [redacted] bedroom set which consist of

seven pieces (headboard, legs, rails, cross-rails, dresser, mirror and media

chest) which all comes with a 1-year limited manufacturer’s warranty; no additional

coverage was purchased. [redacted] delivery was scheduled and received in good

order on 3/17/15.

We

received [redacted] complaint and found she contacted our service department

on 3/28/15 stating both the rails and crossrails were broken. Our records show

the first available date to have a serviceman assess [redacted] items in her

area is on 4/21/15. Therefore; as a gesture of goodwill Conn’s had agreed to

exchange both her rails and crossrails.

If

we may be of further assistance, [redacted] may contact customer service at

Kind

regards,

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: 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 received a call from Conn's about an overdue account which I told them was incorrect. I explained we have never shopped in the store. The employee reaponded and said if I'd give my husbands date of birth then they could see if it was a mistake. I declined to give this personal information and she suddenly got incredibly rude and said if I refused to give the info then they would just keep calling back. So I asked to speak to a manager because I felt this was basically a threat. I explained this to the manager who had nothing else to say except "ok". The threatening nature of her comments were very upsetting and I think it is unethical to scare people into divulging personal information. I assured her she had the wrong person. I understand that there are those they need to collect on, but innocent people with the same name should not be harassed.Desired Settlement: I think employees need to be trained about the time they take with people. I most certainly will never do business with Conn's based on their treatment of me!

Business

Response:

Thank you for the opportunity to respond to [redacted] concerns regarding telephone calls she has received. The telephone number provided by [redacted] was linked to an account in error. We have placed a cease and desist on the telephone number. We ask that [redacted] allow up to 24 hours for the telephone number to be removed from our system. We value [redacted] and sincerely apologize for any inconvenience she has experienced due to this matter. If [redacted] receives additional calls after the 24 hours we ask that she contact us directly so we may research the matter further. Thank you, [redacted]

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: 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: 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: On more then one occasions I will start receiving ghost call from Conns starting on the day the bill is due and even after you pay the bill you will keep getting ghost calls. I ask them to take me off automatic calling on several occasion but they still keep calling and harassing me. On a daily basis I will receive up to 10 call to call Conns, until I pay my bill. The harassment have to stop now or I will stop paying all accounts owned to Conns. I already sent a Stop and Decease letter for my attorney and next step will be suing Conns for harassmet.Desired Settlement: Stop Harassing me

Business

Response:

Thank you for the opportunity to respond to Mr. [redacted] concerns regarding his accounts. Mr. [redacted] stated he is receiving too many collection calls regarding his accounts and would like to request a cease and desist be placed on his telephone numbers.As of February 16, 2015, we have placed a cease and desist on the telephone numbers associated with your account. If you would like to remove the cease and desist at anytime, we ask that you submit that request in writing. Please note, it may take up to 24 hours for the cease and desist to become active. If you receive any calls within the next 24 hours please disregard them.We Value Mr. [redacted] as a customer and appreciate him bringing his concerns to our attention. Thank you, [redacted]

Consumer

Response:

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

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

Review: On or about December 20, 2013 I started receiving phone calls from Conns about an overdue payment. I had paid off in full the last thing I bought from Conns in February 2013. I called Conn's got the pay-off amount and then paid it on line the same day which was February 20th. The Conns bill collector could not tell me what the overdue payment was related to other than it was due on the 18th and "how and when was I going to pay it". Because of the somewhat rude manner in which I was being spoken to, I asked to speak to the person's supervisor. I pressed the supervisor to tell me when the last payment was made, which was verified to have been in February and it was for $660 and some change. Obviously a pay-off amount as the monthly bill was was less than $100. I then asked the supervisor why are they are just now harassing me if I still owed money from back in February. The supervisor verified I had no late charges as well as no payments or late fees recorded since I " paid it off" in February. The supervisor told me they would have to research why I was late on an unknown payment and would get back to me after Christmas, leaving me stressing over if this phantom late payment will impact my credit rating. Literally ruined my psyche for the Christmas holiday worrying if this would hurt my credit.Desired Settlement: Full explanation how this charge just appeared with no activity, communications or actions on my account for 10 months. And not to leave other consumers just hanging, worrying about their credit rating over the Christmas holiday with no answers other than, "when are you going to pay this overdue amount". Very disheartening and frustrating. A rude Christmas greeting from Conns.

Business

Response:

Thank

you for the opportunity to respond to Mr. [redacted] concerns regarding

account [redacted]. According to our records, Mr. [redacted] signed a 36-month

installment loan contract on December 18, 2010. Per the contract terms, a minimum monthly payment of $81.21 was due by the 18th of each month. Mr. [redacted] made payments each month that exceeded the minimum payment and the account was in a paid ahead status.

On January 31, 2013, a letter was mailed out to Mr. [redacted] advising that the payoff was $660.64. We received Mr. [redacted]’s payment of $660.64 on February 25, 2013;

however, due to the amount of time between the letter being sent and

receiving the payment an interest installment had accrued causing the

payoff amount to change. This occurrence prevented the account from

closing automatically by the system when Mr. [redacted]’s payment was

received.

Once the account reached the maturity date on December 18, 2013, Mr. [redacted] was contacted for the outstanding balance. Mr. [redacted] remitted a final payment of $62.92 on December 28, 2013

and the account closed. Due to the circumstances, we will refund Mr.

[redacted] the amount of $62.92 and honor the payoff received in February 2013. We will mail a refund check for the $62.92 to the address Mr. [redacted] provided on the complaint.

We value Mr. [redacted] as a customer and sincerely apologize for any inconvenience he experienced concerning this issue.

Thanks,

Offline Credit Supervisor

OCCC/AG/Revdex.com Complaints

Business

Response:

Thank

you for the additional opportunity to respond to Mr. [redacted] concerns regarding

account [redacted]. According to our records, Mr. [redacted] signed a 36-month retail

installment contract on December 18, 2010. Per the contract terms, a minimum monthly

payment of $81.21 was due by the 18th of each month. Mr. [redacted] made

payments each month that exceeded the minimum payment and the account was in a

paid ahead status.

On

January 31, 2013,

a letter was mailed out to Mr. [redacted] advising that the payoff was $660.64. We

received Mr. [redacted]’s payment of $660.64 on February 25, 2013;

however, due to the amount of time between the letter being sent and receiving

the payment an interest installment had accrued causing the payoff amount to

change. This occurrence prevented the account from closing automatically by the

system when Mr. [redacted]’s payment was received.

Once

the account reached the maturity date on December 18, 2013, Mr.

[redacted] was contacted for the outstanding balance. Mr. [redacted] remitted a final

payment of $62.92 on December 28, 2013. Due to an oversight on our part the

refund check has been delayed. We have

mailed Mr. [redacted] a new check along with a $100 gift card for his inconvenience.

Thank you,

Credit Help Desk Specialist

Conn's

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: This complain is for Conn's services and products sold there. I bought an all In one ** desktop. On the 14th day I start having issues with, while I was working on it would automatically restart itself. So I called ** to try to find a solution and was on the phone for an 1hr. All they did was restored the computer, but that didn't work. It became worse, restarting itself more often and not letting me work at all. Now the issue is that I take it the next day to the store (CONN'S) and based on their policy I went over a DAY they cant replace computer the can repair it. I've talk to multiple people to a , [redacted] with solutions, [redacted] with help desk, and the manager at the actual store I bought it from, [redacted]. No one can help, they all say, it can only be repaired. I don't a Repaired computer! I only used it for 14 days and it needs to be repaired? That's not the only issue ive had with them. I have another desktop that a bought a year ago and keyboard didn't work properly. They take it and repaired it but they still have me with no keyboard.Desired Settlement: I want a NEW computer not a repaired computer, And a working keyboard!

Business

Response:

Review: On Feb. 1 2014 I purchased a washer and dryer from Conns Lufkin Store. On June 6, 2014 I started getting a error message on the washing machine and no water would run through it. I called the service center for them to send someone out to fix it. After not hearing from them in 4 days I called back and was told they did not have a repairman in this area to fix it and that they would replaced the washer with approval.They had me do another agreement on the 17th and I was told that they would deliver the washer on the 18, which they did not. I have called these peoples several time includeing the head office. I have been with out a working washing machine just about the whole month. I have lived up to my agreement, they have not.Conns policy is Conns authorized service technicians are dedicated to repairing your product as quickly as possible. I am also paying for extended warranty on the washer and dryer.

Product_Or_Service: HE TOPLOAD WASHER

Order_Number: [redacted] Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I want a refund for this month that I was not able to use my washer. I also want Conns to come to pick up this washer and dryer without me having to wait another week before I can purchase another one and wash my clothes. I am also writing this so there will be no repercussions on my credit, because they have not work with me any kind of way in honoring there agreement. If there is any way you can help me convince the to come and get this washer and dryer, before the

Business

Response:

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

2/1/14, Mrs. [redacted] purchased a Samsung washer and dryer with a 24-month

Repair Service Agreement Plan. On 6/6/14, Mrs. [redacted] contacted us stating the

washer is displaying an error code “1E”. Although we did not have a service

technician in her area, we contacted the manufacture to locate an authorized

service provider however; due to the location we were unsuccessful in our

attempts. On 6/16/14, we received an approved authorization from the

manufacture to exchange Mrs. [redacted] washer due to the delay. Mrs. [redacted] was originally scheduled for delivery on 6/25/14 however; due to the weather

our delivery team was unable to deliver the unit as scheduled therefore

delivery was re-scheduled for Wednesday 7/2/14 which is the only day of the

week we deliver to Crockett, TX. On 7/2/14, Mrs. [redacted] was contacted by

Conn’s delivery to provide an estimated time of arrival however; Mrs. [redacted]

informed our delivery team that she did not want another washer and wanted the

old unit picked up therefore the new washer was not delivered. At this time we

are unable to honor Mrs. [redacted]’s request to return her washer. Conn’s offers

a 30 days Return and Exchange Policy on appliances; Mrs. [redacted] has been

approved to exchange her washer and the unit is still available for delivery. Mrs.

[redacted] will need to contact delivery to schedule a Wednesday appointment that

is convenient for her. In addition, as a good will gesture Conn’s has agreed to

honor Mrs. [redacted]’s request an issue a credit of $89.14(monthly payment) to

her account ending with 05-31.

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.

From: [redacted]

Sent: Monday, July 21, 2014 3:20 PM

To: drteam

Subject:

In anser tio your email onjuly 10 2014. The problem has not been resolved. The washer and dryer is still at my house. They refused to pick it up and telling me I have to pay the balance on the account. I only had the set for 4 months before the washer broke. Like I stated in the last email I was paying for the exstended warranty, therefore I shouldnt have had to wait over a month to have it repaired. I have called them several times to come and pick it up, without results. They did not give me a refund for the month of june and I did not make a payment for the month of July. All I want is for them to comeand pick them up at this point.

Regards,

Review: I purchased a sofa set for about [redacted] with warranties. The sofa loveseat chair and ottoman was delivered in [redacted]. When received the product the chair was torn in front of me by the delivery guy and wrote on the delivery paper that it has been torn when the delivery guy pulled the wooden feet from the chair. The sofa creeked and I was told by the store manager to call customer service. The loveseat on the sides bumpy and dust cover had staples out and scratched my daughter in the back. the ottoman top is sewn crooked. Had several repair techs out. the last tech opened the bottom of my sofa and the frame was broken. I told the repair tech that I wanted it replaced and he said that he was here to fix it. So he continued to pound and add screws and nails to repair my expensive sofa that was delivered with a broken frame. I called again customer service the sofa still makes tons of noise when you sit or get up and they said that the sofa was going to be replace. I went in to the store to get and exchange at the metro store and the manager Josiah told me that the sofa is discontinued. I told the manager that I have the whole set. He said call customer service and request that and exchange for the whole set the set is discontinued. Customer service approved that the whole set be replaced. I went in to look at the furniture and there is nothing that I like for my living room that is already painted and all the decorations that I had bought to match the set I bought. The manager Josiah said call back and see if they will give credit to purchase other items in the store since nothing in here in sofas that you like. I called customer service and they said that they had done enough and that no could only replace in furniture. I have had tons of problems with this furniture and they act like they are doing me a favor by replacing the furniture when this is a discontinued item. That is not my fault. If they would have taken care of this in the beginning.Desired Settlement: I would like a refund for the sofa loveseat chair and ottoman plus tax and warranties. This is the worst customer service I have received from any store and will not buy anything from this store again.

Business

Response:

Thank you for

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

purchased the [redacted] furniture set which consists of four pieces

(sofa, loveseat, chair, and ottoman) with a 48-month [redacted] Plan and

received delivery on [redacted]. At the

time of Mrs. [redacted]’s purchase, Conn’s had a No Return or Exchange Policy

on all furniture except for manufacturer’s defect. After further review of Mrs. [redacted]’s

service history, Conn’s agreed to exchange her sofa under the terms and

conditions of the [redacted] Plan however; the loveseat, chair and ottoman were

up to the manufacturer’s specifications and did not meet the qualifications for

an exchange. Our records show we no longer had the sofa Mrs. [redacted]

originally purchased therefore, as a gesture of goodwill Conn’s agreed to issue

an in-store credit on all four pieces to re-select new furniture. Conn’s is willing to apply the credit to Mrs.

[redacted]’s Conn’s account however; once the [redacted] Plan has been

fulfilled under the terms and conditions, the warranty is non-refundable. If

Mrs. [redacted] would like to have the credit applied to her account she may

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

process credit to account.

If we may be of

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

###-###-####

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. The metro store said that the warranty was going to be applied to the new furniture and now they don't want to refund the warranty. This was a manufacture defect not a claim for the warranty. It is not my fault that this was a sofa that was discontinued, nor that they didn't handle the sofa frame being broken the first call after delivery. This would not have not been a problem but they sent a repair technician for a broken frame instead of replacing when it was not discontinued. This company has the worst customer service. I have pictures of the frame the repair technician wanted to fix and was unable to do so. When I call Conn's to pick up the furniture they said it would be a repo and a repo is if I stop paying the loan. I have been paying this loan all along. This company acts like they are doing me a favor by replacing all the furniture. I worked for [redacted] and that is something that you do since the set would not be complete without the sofa to the set. No one would want a sofa from another set that don't match. If I wanted that I would have purchased an unmatched set. This is extended warranty the furniture has a warranty already and they are trying to keep that when they already had agreed to give that as a credit. I would like the warranties and the set refunded. I have Conn's more than five times to send me an invoice on the charges and the payments and till this day have never received.

Thank You

Business

Response:

Thank

you for the opportunity to respond Mrs. [redacted]’s additional comments. The original exchange option that was offered

to Mrs. [redacted] would have replaced the sofa only. The manufacturer’s warranty covers individual

pieces but not a group. The

[redacted] Plan purchased with us was a 48 month plan from the date of

purchase, as indicated on her invoice. In

order to facilitate Mrs. [redacted]’s request her [redacted] Plan was used

and is considered fulfill therefore we are unable to honor her request for a

refund of the [redacted].

In

regard, to Mrs. [redacted]'s request for a copy of her invoice and payment

history; our records show a copy of the invoice and general loan ledger was

sent on [redacted] upon request.

We have also included a copy of the invoice, general loan ledger and

[redacted] Plan for Mrs. [redacted]’s records.

If we

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

###-###-####

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. I also want the tax that I paid for the merchandise. The manager of the metro store said that the warranty would be also included so now they are not going to honor that. The warranty is for stains not for defects on the merchandise. Conns acts like they are doing me a favor by replacing the set. The furniture is discontinued, and this was not a choice of mine the sofa was delivered broken and the furniture was made poorly. The only way that this complaint will be satisfied is if the warranty , tax and the merchandise is returned by refund to check to me because this matter has been since [redacted]

Review: I bought a washer and dryer from Conns along with a service protection plan or warranty. I have fought with them for over two months to get this fixed. My dryer I was told I have a store credit of $999 the purchase of the dryer. the washer which I had problems with they finally sent out someone today after I told them today was not good for me. okay so they fixed the washer. I went to conns in an attempt to replace the dryer and was told they don't make the one I have anymore. Now I'm being forced to have a mix match set. I didn't buy a mix match set and I don't want a mix match set. this is very unfair for me to have to go thru.Desired Settlement: both Washer and Dryer!!!

Business

Response:

Thank you for the opportunity to

respond to [redacted] complaint.

Our records show on [redacted]/12, [redacted] purchased a [redacted] washer

and dryer both with 48-month Repair Service Agreement Plan.

We received [redacted]

complaint and found he contacted our service department on three separate

occasions regarding his dryer dated from [redacted]/13 to [redacted]14. After further

reviewing [redacted] repair needs, Conn’s agreed to exchange his dryer under

the Terms and Condition of the Repair Service Agreement on [redacted]14. Our records

show we no longer carry the dryer [redacted] purchased therefore; he was

approved for an in-store credit to re-select another dryer in the amount of

$999.99 which was the original amount paid. Please refer to the Terms and

Condition of the Repair Service Agreement Number

(9) Limit of Liability for details

if a replacement product is not available.

At this time we are unable to honor

[redacted] request for an exchange on the washer; the washer does not meet

the qualification for an exchange. [redacted] may visit his nearest Conn’s

to initiate the exchange process. We have included a copy of the Repair Service

Agreement in our response.

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

[redacted] at ###-###-####.

Consumer

Response:

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

[Provide details of why you are not satisfied with this resolution.] I just had another service provider leave my house because an issue I've had a couple of time. the issue is vibration control. this unit is suppose to have the VTR and I've had to have a tech come out twice to fix it. was told both times it needs adjustments to the adjustable legs

Regards,

I just had another service provider leave my house because an issue I've had a couple of time. the issue is vibration control. this unit is suppose to have the VTR and I've had to have a tech come out twice to fix it. was told both times it needs adjustments to the adjustable legs needing to be adjusted. my question is how many times do I have to call because the vibration is causing it to need adjusted again and again.

Consumer

Response:

No Conn's has not satidfied my complaint. my washer is still vibrating like crazy.

Review: Conn's has the worst business practices of any company I know. I have worked in the collection field for 10 years and I know calling 15 times in one day and leaving 5 voice mails violates the FDCPA Laws.Desired Settlement: no settlement requested

Business

Response:

Thank you for the opportunity to respond to Mr. [redacted] concerns regarding the number of collection calls he has received on his

accounts.

According to our records, Mr. [redacted] has two retail

installment accounts with Conn’s. Account #[redacted] and account

#[redacted].

Mr. [redacted] signed a 32-month retail installment

contract on April 4,

2013 which created account #[redacted]. The monthly payment

due date is scheduled for the 4th of every month on account #[redacted]. He also

signed a 32-month retail installment contract on January 2,

2014.

The monthly payment due date is scheduled for the

2nd of every month on account

[redacted].

When the payments on Mr. Rivera’s accounts are late, we

start call attempts to ensure the payments will be made in a timely

manner. It is a normal practice for our company to begin call attempts the first

day the payments are 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 before the payments are due. Mr. [redacted] has also listed the phone number associated with his accounts as home, work and

cell. Please note, when a customer has one number listed in multiple telephone

fields, this will result in multiple calls when both accounts become past due.

We ask that Mr. [redacted] confirm his correct phone numbers, and we will adjust our

records accordingly.

If Mr. [redacted] pay cycle has changed, he may benefit

from requesting a due date change on both accounts. We ask that

Mr. [redacted] contact us if he thinks it may be beneficial for him to change the

due date on his accounts.

We value Mr. [redacted] as a customer and appreciate any

feedback he has to offer.

Review: On 2/20/2014 I purchased a Sharp Sound Bar and a window a/c unit that was off the floor. While doing the paperwork for the sale I specifically asked the sales person what their return policy was on the a/c unit, since it was a floor model and not in a box. I was informed, quit confidently, that if it did not work it could be exchanged but not refunded. I said that would be fine. I went home and and installed both the sound bar and the a/c unit. Had problems with the soundbar and noticed that it was not packaged correctly and was missing instructions. Since the weather had been very cold, there was no reason to try the a/c. I returned the sound bar the next day and received a new one since the one I was given was obviously one that had been returned before.I was still having issues with the soundbar and decided to I would return it on my next day off, which would be the following weekend.That Saturday it was very warm, so I decided to try my new a/c unit. It would not cool below 73 and started making noises. So I packed the sound bar up and removed the unit from my window and took them back to the store. When I got to the store, I was informed that they had a 24 hour return policy and that they would not take back or exchange my products. I explained that when I asked for the return policy, I was informed that I could exchange the window unit if it did not work and was never informed of a 24 hour policy. If I had been, I would have never purchased anything from the store, let a lone a floor model a/c unit that I was not going to use right away.We did check the sound bar and it did work at the store but they would do nothing for me about the a/c unit and that I would have to contact their coporate office for an okay to be put in my file to exchange the unit. On Monday March 3rd I started contacting the customer service help desk. I have had nothing but a run around with them. They did attempt to call me and I returned their call only to be sent to voice mail. When I called back I was told thatDesired Settlement: After being told that a decision had been made before anyone had spoken to me, I would like them to replace my unit or give me a refund. They can have both items back so I do not have to owe them anything. I feel that I should not have to recheck a refund policy when I specifically ask what the policy is and then to be given the run around when I am trying to get the problem resolved. When you try and return a call to what is supposed to be the coporate office, you are sent back to the helpdesk.

Business

Response:

CASE ID: [redacted]

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

complaint. Our records reflect that Ms. [redacted] purchased a sound bar and

Window AC Unit via invoice # [redacted] on 2/20/14 as a Floor Model. Our return

and exchange policy does not permit the return of window AC units. Ms.

[redacted]’ signed invoice indicates that the return and exchange policy was

received. Ms. [redacted] may contact the service department at 1-855-266-6349 for

assistance with the unit. I have attached the Return and Exchange Policy given

to our customers.

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

us directly at 1-877-358-1252.

Kind regards,

Conn’s Customer Relations

Consumer

Response:

My issues are still not completely resolved. On Monday March 17th 2014, I returned my items to the Burleson Texas store, as I had told one of the many customer service personal the previous Thursday I was going to do. After dropping the items off, I was called and told that the store could not accept my items and I needed to come back and get them. I once again called their customer service line and spoke again with another person. He informed me after a long conversation that it did show that I was approved to return my items, at no time did he tell me that I needed to fill out any forms or that I would still be responsible for any payment. I also requested a full copy of all the conversations that I have had with customer service, especially the one showing that my items have been dropped off at the store and it was approved to do so. Since that day, I have received several phone calls a day from Conn's telling me that my payment is due. I have told each person that I know longer have the items and that they were returned to the store. The last conversation I had on Monday March 24th 2014, I was told that even know that I had returned the items, it was considered to be a voluntary repossession and that I was still responsible for 50% of the total balance.I informed the customer service rep that I was not responsible and that I had it approved to return my items and not at any time was I informed that I would be required to pay for the items that I no longer had. Supposedly there is another case open and a manager is supposed to contact me about me being able to get a copy of all my conversations in regards to this matter. As of today, March 26th 2014, I have not spoken with anyone nor have I received my requested copies of said conversations.

Business

Response:

Conn’s would

like to apologize to Ms. [redacted] for the experience she has had with us. Upon further review Conn’s has agreed to

honor Ms. [redacted] request and return the sound bar and air conditioner. A credit of $298.73 has been applied to her

account and a credit of $11.93 is due to her via her Visa card. Ms. [redacted] will need to visit her nearest Conn’s

for them to apply the credit to her credit card. If we may be of further assistance, Ms.

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

Sincerely,

Customer Relations Officer

Review: We purchased a Samsung 60 in. 3D SMART television from Conn's with the extended warranty that includes full replacement if the product is unable to be repaired. The contract states that if a technician services the item and it is not fixed in 3 visits or 30 days they will replace the item with a something equal. Our television has been serviced not starting in January and at our 4th service visit on February 19th 2014 where the technician had replaced the main board and all other parts several times. The technician indicated that he could not fix it and would submit the product for replacement which should take about 3 days. We have contacted Conn's for weeks and have been getting the run around about approval for the replacement. It has been "escalated" according to everyone I have spoken with for three weeks. This week I was told the CEO of service was reviewing it. We have yet to receive the reimbursement or a reason it is not yet approved. The product is under warranty and less than a year old and we are current on our payments for the product. Conn's is not keeping up their end of the warranty contract they pushed and pushed during the purchase of the television. The sales person bragged about how easy replacement would be if something happened.Desired Settlement: I would like Conn's to provide the replacement in the warranty contract that was purchased immediately! To stop delaying their contractual obligation and giving me the run around and wasting my time. I am entitled to a replacement of the television with equal or greater features per their warranty the sold us.

Business

Response:

Case ID: [redacted]

Thank you for the opportunity to respond to Ms. [redacted] complaint. Our records reflect that Mr. [redacted] purchased at 60”

television on 3/29/13 with 25 months extended warranty. Our service department was contacted on

5/14/13 stating that the television and camera turned on by itself. The technician reported that he reset the

television to the manufacturer’s specifications. Mr. [redacted] contacted us again

on 12/20/13 stating that the 3D turned on by itself and the menu was popping

up. Upon inspection the technician

replaced main board and three other parts. The last service call on file shows

Mr. [redacted] contacted us on 1/24/14 stating the unit would not connect to the

network. The technician found that the main board needed to be replaced once

again. The part was ordered and we later found it was on back order with the

manufacturer. We would like to apologize

for the delay. We appreciate Ms. [redacted] for bringing the issue to our attention

to ensure that this is address. Mr. [redacted] has been contacted and is aware that

the exchange has been approved. Mr. [redacted] may visit his local store to

re-select at this time.

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

Kind regards,

Conn’s Customer Relations

Review: I purchased a mattress from conn's which costs about $[redacted] which was to be paid in monthly installments. Within 3 months of purchasing the mattress, we found that the product was defective as several lumps became evident. We called conn's and received no help, instead we got transferred around to about 15 different agents who all blamed one another for "not putting in notes". Finally, two and a half weeks later they send a technician from a third party service company to come and look at the mattress. The "[redacted]" tech stated that the mattress was infact defective and needed to be replaced, he proceeded to take pictures and told us that we would be hearing from Conn's. We waited 48 hours and called [redacted] they informed us that they had submitted a report with pictures to conn's. We then called Conn's who told us that they had received pictures but no report. They proceeded to transfer us over and over again through about 5 departments until we decided to make a conference call between Conn's, [redacted] and ourselves. Finally the conn's agent names "[redacted]" confirmed that [redacted] had already done their Job and that they were waiting for a resolution of the issue. The issue still has not been resolved and we don't want anything to do with Conn's ever again. The conduct of their company has been despicable.Desired Settlement: We would like for Conn's to pick the defective product up considering it has been almost a month and we still could not get a replacement even though the product is under waranty. We would also like for Conn's to void our contract to pay monthly installments because we will no be paying for a defective product.

Business

Response:

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

complaint. Our records show on [redacted] purchased a Serta King Aim

Super Pillow top mattress with a 10-year limited manufacturer’s warranty.

We received [redacted]’s compliant and found she contacted our

service department on [redacted] stating the mattress had big lumps in the center.

A service appointment was scheduled on [redacted]; during inspections the

serviceman found the mattress was lumpy all over and could not be repaired.

After further review of the serviceman findings, Conn’s agreed to exchange [redacted]’s mattress on [redacted]. A service claim representative attempted to

contact [redacted] on [redacted] to notify her of the approved exchange however;

they were unsuccessful in their attempt. [redacted] may contact her nearest

Conn’s to imitate the exchange.

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

return her mattress; Conn’s has No Returns on mattresses. At the time of [redacted]’s purchase, Conn’s offered 30-dasy to only exchange mattresses with a

$[redacted] exchange fee unless the merchandise completely failed within 24-hours.

We sincerely apologize for any inconvenience [redacted] experienced as a

result of delay

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

[redacted].

Consumer

Response:

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

As proof of the obvious incompetence of Conn's staff, throughout their response they addressed me as [redacted] when clearly it states [redacted] on my contract and in this complaint. When I went to the store to process my replacement [redacted] The store manager actively avoided me and then instructed me to go home and return the following [redacted] Because "the supervisor of the exchange department had left for the day". I left and came back on [redacted] the [redacted], I received the same response and then the store manager walked off to sell a TV to another customer before telling me that I had to bring my lease as a proof of an address change because his "system won't allow a different address". When is the last time anyone had to bring a legal document such as a lease in order to process an exchange of a defective mattress? As I obviously could not get any assistance from anyone in the store coupled with a blatant disregard for the well being of myself or my [redacted], a complete lack of empathy and lack of ownership. I had to call customer service for the 17th time in three weeks. The customer care clerk responded and called the store. He then came back on line to say that the store manager was not cooperating and "did not want to take a loss" ( I recorded it). This is still the worst experience I have ever had on any purchase. And they still had the audacity to call me to make a payment on a product that I haven't been able to use for over a month.

Regards,

Business

Response:

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

additional comments. Although [redacted]’s initial complaint or contract

verifies his gender, we apologize if we may have offended him in our previous

response. We sincerely apologize for any inconvenience [redacted] experienced

at Conn’s when initiating his exchange. We appreciate [redacted] for bringing

this to our attention and we will address this matter will all parties involved

to ensure it is not repeated.

Our records show on [redacted] was scheduled and

received his new [redacted] mattress.

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

[redacted].

Consumer

Response:

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

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

Review: This complaint is for the Conn's Store at [redacted]. We purchased a show room floor model lawn mower on credit. The mower would not work so it was returned to the store where the manager offered to send it to the shop and fix it. Picked up the mower a second time and took it home; mower still did not start. Returned it again, and again the store sent it to the shop to be fixed. On the third time that the mower did not work at home it was returned and manager tried to start the mower in the store. It still did not work. Manager offered to credit the account and kept the broken mower. Almost four months later we are still receiving phone calls from Conn's for payment on the account. Each time the situation is explained and the person is told that the faulty mower was returned and the account was supposed to be credited.Desired Settlement: We want the company to stop calling us trying to collect payment on a lawn mower that was returned faulty. We want our account credited for any initial payment or payment made from time of purchase as the mower never worked and the manager of this store told us our account would be credited.

Business

Response:

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

complaint. Our records show on [redacted],

[redacted] purchased a Floor model [redacted] personal pace mower with us that had

a manufacturer’s warranty. [redacted]

has been contacted and Conn’s has agreed to return the mower and issue a full

credit of $[redacted] to her account. Once

the credit has posted [redacted] will receive a refund for the payments that

were made.

If we may be of further assistance, [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,

[redacted] spoke to [redacted] (or [redacted] (sp?) from Conn’s on [redacted], and [redacted] stated that they would be mailing her a check in about a week for $[redacted] to her P.O. Box. She has not received a check to date, however someone called her [redacted]’s house over the weekend asking again for [redacted]’s address and telephone number. [redacted] has called [redacted] at [redacted], ext. [redacted], twice on [redacted] and [redacted], but has not received a returned phone call.

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: In [redacted] I made a purchase with Conn's almost close to $5,000, my intent was to only purchase a refrigerator and stove. I stopped at Conn’s because there newspaper add advised any appliance purchased $799 and up qualified for no interest. When purchasing my appliances with Conn’s I was advised that my refrigerator would not qualify because it was a clearance item (which I was ok with) but my TV, Stand, and Stove qualified. After making my second payment I asked what was the payoff amount for the refrigerator because I wanted to pay this off right away, this is when I was informed that my stove and refrigerator were accruing interest. I asked the store what could be done to correct the mistake because clearly the store, newspaper ad, and sales representative advised me that the stove would qualify for no interest. [redacted] was extremely rude and told me “I’ll see what I can do but I’m sure nothing can be done.” With no response back from the store I contacted customer service several times with no help. Different representatives advised me of different things. I advised them that all I want to do is correct this error. Well after numerous phone calls I was told that the issue could not be resolved and could not be moved off one ticket to another ticket so the stove did not accrue interest. I extremely upset that they were not able to honor there advertised pricing so now I am going to end up paying $2,000 for a $900 stove.Desired Settlement: The only thing I want is for my stove to no longer accrue interest and to be correctly honored as the advertisement said.

Business

Response:

Thank you for

the opportunity to respond to [redacted] concerns regarding account

#[redacted].

According to

our records, [redacted]a signed two 32-month retail installment contracts on [redacted] 18, 2014. One of those contracts

included a 12-month no-interest financing promotion and the other contract did

not. The range was supposed to be added to the contract that included the

12-months no interest financing; however, it was listed on the contract that

did not qualify for the promotion.

We are going

to manually calculate the 12-months no-interest financing offer for account

#[redacted], which did not originally qualify for the promotion.

Please note,

it may take 7-10 business days for the process to be completed.

We value [redacted] as a customer and sincerely apologize for any inconvenience she has

experienced due to this matter. Thank you,[redacted]

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Description: Movers, Movers - Office, Moving & Storage Company, Moving Services - Labor & Materials, Moving Supplies, Packing & Crating Service, Relocation Service, Storage Units - Household & Commercial

Address: 3340 Forest Blvd, Jacksonville, Florida, United States, 32246

Phone:

+1 (904) 997-1844
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Website:

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