B And B Movers

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

Business

Response:

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Mrs. [redacted] has been contacted regarding her

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

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

delivery. We sincerely apologize to Mrs.

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

result of the delay.

If we may

be of further assistance, Mrs. [redacted] may

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

Kind regards,

Consumer

Response:

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

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

Regards,

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

Business

Response:

Mrs. [redacted] has contacted us since our last

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

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

needs. Conn’s agreed to honor Mrs.

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

repair service agreement since a replacement was not available. Our

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

the address on file.

If we may

be of further assistance, Mrs. [redacted] may

contact Customer Service at [redacted]

Kind regards,

Review: Conn's set up a delivery of my items I purchased, they delievered them and as they were bringing in my refrigerator they hit the stainless steal door on my door when they were bringing it in. This caused a large dent on the left upper door and a smaller dent in the lower freezer door. The delivery gentleman said no problems, if your wife doesn't want it, just call and we will take care of it. Well I have been calling and refusing to pay and they still haven't fixed it. I have been lied to so many times I can't count anymore. There are notes all in my records about it. I told them numerous times that the only way I can get someone to call me back is if I don't pay the bill. Collections even told me they would be able to get it fixed if I payed the bill so I paid and no one called me back until I didn't pay for it the next month. This has almost been a year with no resolve. So I am seeing if I have any recourse.They also debited my debit card one month without my permission. This is an awful place to do business with. Please help meDesired Settlement: I''m to the point where I just want them to pick it up. I believe I bought it 10-3-2013 I have the paperwork at home and not with me. There may be some incorrect data with the details of the product due to the paperwork isn't with me. But I believe this to be correct

Business

Response:

Thank you

for the opportunity to respond to [redacted]’ complaint. Our records show on 10/09/13,

[redacted] purchased a ** French door refrigerator with a 1-year limited manufacturer’s

warranty and received delivery on 10/11/13 in good order. Although no damages

were reported on the delivery ticket when the unit was delivered, Conn’s has

agreed to repair the door. On 8/14/14; [redacted] also received a 10%

concession in the amount of $260.99 for the refrigerator. We attempted to

contact [redacted] on 10/01/14 to verify which door needs repaired to order

the correct parts however; we were unsuccessful in our attempt. [redacted]

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

provide requested information to order parts for repair. We sincerely apologize

for any inconvenience [redacted] experience during this process.

If

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

Kind

regards,

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

Business

Response:

Thank you for

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

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

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

supposed to receive 24-months no-interest financing.

According to

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

21, 2014. This contract included a

12-month no-interest financing promotion.

Mrs. [redacted] also

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

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

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

Please note invoice

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

month. We have attached a signed copy of

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

records.

We value Mrs.

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

experienced due to this matter.

Thank you,

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

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

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

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

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

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

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

Business

Response:

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

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

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

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

with his qualified purchased.

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

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

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

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

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

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

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

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

for any inconvenience [redacted] experienced during this process.

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

Sincerely,

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

Business

Response:

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

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

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

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

We received [redacted] complaint and found she contacted our

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

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

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

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

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

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

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

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

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

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

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

appointment.

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

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

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

Consumer

Response:

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

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

To: [redacted]

Subject: Conn's [redacted]

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

Regards,

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

Product_Or_Service: Washer/Dryer Dining Table w/ Chirs

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

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

Business

Response:

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

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

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

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

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

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

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

the washer and dryer.

We

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

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

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

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

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

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

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

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

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

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

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

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

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

all furniture.

Although

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

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

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

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

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

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

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

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

If we may be of further assistance, [redacted]

may contact Customer Service at [redacted]

Kind

regards,

Review: On March 6, 2015 , I contact the Revdex.com to help me resolve an issue with Conn's regarding a refund. Complaint ID # 10517043. Because of the helpful assistance of the Revdex.com, Conn's responded on 3/24/15 and stated that my account would be closed and I would not owe any further charges. This was satisfactory and I responded that I accepted the resolution. The collection calls continued for about 2 weeks and then stopped around the end of March.

However, now I am being harassed by Conn's again. On May 18, 2015, I receive a letter in the mail stating that they have been trying to reach me and I should call about my overdue bill to Conn’s. I call immediately and speak with a manager named [redacted]. She informed that I now owe them $469.27 for four (4) insurance products, and I need to make an immediate payment of $168.85 to bring the account current. This was my first time hearing about insurance charges that I owed. I explained to [redacted] what happened to the recliner, and then more importantly I explained that I cancelled the insurance. On Feb. 10, 2015, a Conn's representative explains to me that I have these insurance products on the credit account and she explains what I need to do to have them removed since I had returned the chair to the store on 2/7/2015. I faxed and emailed a request to Conn's Insurance Dept. requesting that they remove the unemployment insurance, accident and health insurance and credit life insurance from my account. In my request I indicated that I no longer had possession of the recliner. The following day I faxed a copy of the declaration page of my homeowner's insurance with a request to cancel the last remaining product. After hearing this, [redacted] informed that she is going to research my account and get back with me in 48 hours. I have not heard from them. I contacted them again today, 5/20/2015 and spoke with Noel who says that I still owe them for these insurances.Desired Settlement: I would like the cost of the insurance products removed completely from my account as I requested on 2/10/15, and my account should be closed permanently with no remaining charges. Conn's also indicated in the response to my first complaint that they would send me a close-out letter but I never received that.

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted]' concerns regarding her account. We are in the process of closing the account. Mrs. [redacted] will receive a close out letter within 30 days of the account closing. Thank you, [redacted]

Consumer

Response:

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

Review: 05/12/2011 we opened an account with Conns. Never late always paid. The account was scheduled to be paid off on 05/15/2014. To my suprise I was told we had a balance of 120.00 which made no since to me. When I called Conns they said "You had a balloon loan" and that is your final payment. Still not convinced I asked the company to send me a account ledger, they did and when I reserached the issue I discovered they were charging me $30.00 X 4=120.00 for NSF for checks I never wrote (1/2013, 2/2013, 3/2013,4/2013) So I pulled all of my bank statements showing where I paid these payments with my debit card and not a check. I faxed these items over on 06/04/2014 and they responded with "No you had NSF Checks" even though I clearly showed them in my bank statements where I paid them with my debit card. They refuse to help me and every time I call they transfer to me and I have to retell the story over and over then they hang up on me. I do not owe this money and I have been a great customer over the years yet the are reporting late on my credit report and they are calling me 25 times a day, my wife 25 times a day and her business 25 times a day. We have asked them to stop but they refuse. I cannot beleive that we have been so loyal to this company and shown proof that we never were late but yet they refuse to look at the statements.Desired Settlement: They need to remove their fee of $30 X 4 and the account will close. I never had a NSF check as they are stating and update my credit report as never late!

Business

Response:

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

regarding account [redacted]. Mr.

[redacted] stated he was assessed NSF charges on the account when he never had a

payment returned by his financial institution.

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

installment contract on May 12, 2011. On

February 8, 2012,

Mr. [redacted] sent in written consent to schedule 28 recurring payments of $69.39

from his checking account. On January 8, 2013, Mr.

[redacted] submitted a helpdesk ticket requesting the ACH payment be changed from

one checking account to another. On

January 14, 2013

we contacted Mr. [redacted] to let him know we could not change the ACH

information without a new ACH form being signed and submitted. We never received the updated request from

Mr. [redacted] and could not cancel or change the ACH payments already set up in

the system.

On January

16, 2013 a payment attempted to draft from Mr. [redacted]’ checking account

on file. That payment was returned on

January 21,

2013. On February 15, 2013 a

payment attempted to draft from the checking account on file and was returned on

February 22,

2013. On March 15, 2013 another

payment attempted to draft from the checking account on file and was returned on

March 22,

2013. The final payment attempted

to draft from Mr. [redacted]’’ checking account on April 15, 2013 and was

returned on April 19,

2013. Since the four payments

were returned by Mr. [redacted]’ financial institution, he assessed a $30.00 NSF

fee for each occurrence, and the account was removed from the ACH program as of

April 19, 2013. A

letter was then mailed to the address we have on file for Mr. [redacted] on April 19, 2013 letting

him know that his account was removed from the ACH program due to NSF

fees.

The bank statements Mr. [redacted] provided will not reflect the

payments that attempted to post to his account because they were processed on an

account that was closed. The current

payoff as of June 24,

2014 is $126.94. This includes a

late fee of $3.47; however, as a goodwill gesture, we will waive the four $30.00

NSF fees and close the account. Please allow 10-14 business days for the credits

to be processed and the account to close.

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 as long as the account does get closed out AND my Credit Report shows NO delinq status.

Review: I WENT INTO THEIR NEWLY OPENED STORE ON 06/24/2014 AND FINANCED A MASSAGE CHAIR AND A REFRIGERATOR. THEY WERE DELIVERED ON 06/25/2014 AND THE MASSAGE CHAIR NO LONGER WORKED AS OF 06/27/2014. AFTER NUMEROUS PHONE CALLS AND EMAILS, BEING TRANSFERRED AND GIVEN THE RUN A ROUND, I WAS FINALLY GIVEN THE DATE OF 07/10/2014 FOR A SERVICE TECHNICIAN TO COME TO MY HOME. ON 07/07/2014 I RECEIVED A PHONE CALL STATING THAT THERE WOULD NOT BE A TECHNICIAN COMING TO MY HOME THAT I HAD TO CONTACT THE MANUFACTURER DIRECTLY. I WANTED TO RETURN THE CHAIR AND NOT HAVE IT FINANCED AND I WAS TOLD THAT I CANNOT DO THAT. I AM NOT PAYING FOR SOMETHING THAT DOES NOT WORK.Desired Settlement: I WOULD LIKE THE MASSAGE CHAIR RETURNED AND NOT HAVE TO PAY FOR SOMETHING THAT DOES NOT WORK.

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.

From: [redacted]

Sent: Friday, July 25, 2014 1:13 PM

To: drteam

Subject: Re: You have a New Message from Revdex.com Regarding Complaint [redacted]

Dear [redacted]

This message is in regard to your complaint submitted on 7/7/2014 7:03:45 PM against Conn's. Your complaint was assigned ID [redacted]

You recently filed a complaint on the above mentioned company. The last we heard from you the issue was not resolved. Please provide us with an update and advised which items (if any) remain unresolved. Please complete and return it as soon as possible.

Are the issues resolved? _____X______Yes _____________No

If yes, when was the issue resolved?

I was contacted directly by the manufacturer of the massage chair and a repair man was sent to my home. It was determined that it was installed incorrectly.

If no, what issues remain outstanding?

________________________________________________________________________________...⇄ />
________________________________________________________________________________...⇄ />
Did you ever file your case through the court system? ___NO ____ If so please include a copy of your filing or judgment for our files.

Signature: _____________________________Date: _________________________

Please respond just as soon as possible to this inquiry. Feel free to email the information to [email protected] ; make sure to reference your case number.

Regards,

Business

Response:

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

6/25/14, Mrs. [redacted] purchased a Cozzia message chair and 48 month repair

service agreement. Mrs. [redacted] contacted us on 6/27/14 and stated the chairs had stopped working. A service call was set-up then later found Mrs. [redacted] would need to contact this manufacture directly for

assessment.

Mrs. [redacted] has been contacted regarding

her concerns and after further reviewing her complaint we found the initial

service call was set-up in error and we fail to communicate that information to

Mrs. [redacted] in a timely manner. Mrs.

[redacted] stated she has already contacted Cozzia and they found the chair had

not been assembled correctly, the corrections were made and the chair is now

working properly. We sincerely apologize

to Mrs. [redacted] for the experience she had and do appreciate her for bringing

it to our attention. The matter has been

addressed with those involved to ensure it is not repeated. As a gesture of goodwill Conn’s agreed to

change Mrs. [redacted]s first payment from 7/24/14 to 8/24/14. We have also offered her a $100 gift card

that may be use towards her next purchase.

If we may

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

Kind regards,

Customer Relations

Review: I RECIEVED A DEFECTIVE COUCH FROM CONN'S ON 1/27-13 THE COUCH IS DEFECTIVE IN WAYS THERE ARE WHARP BOARDS IN THE FRAME OF THE COUCH. CONNS INSPECTOR CAME IN TWICE SAID THE BOARDS WAS WARP AN THE SPRINGS IN THE COUCH WASNT THE RIGHT SPRINGS FOR THE COUCH THE INSPECTOR SAID THE WHOLE COUCH AN CHAIR NEED TO BE REBUILT AN THE SPRINGS AND THE WOOD IS COMING THEW THE FRAME AN CAUSING OUR CUSHINS TO BE RIPPED. WE HAVE BEEN TO COORPERATE A COUPLE TIMES AN THEY SEEM NOT TO CARE WE PAY OUR BILL BUT WE DONT WANT TO PAY FOR SOMETHING THAT HAS CAME DEFECTIVE THAT WE CANT USE AFTER A YEAR WE CANT EVEN SIT ON IT. WHEN WE CALL THE COORPERATE OFFICE THEY ARE RUDE ON THE PHONE AN HANG UP ON US WHEN WE ARE TALKING THEY TELL US WE HAVE NO OPTION ON A NEW COUCH.Desired Settlement: I JUST WANT MY MONEY BACK I DONT WANT TO PAY FOR A COUCH THAT CAME DEFECTIVE FROM THE WHAREHOUSE I DONT WANT MY CREDIT RUINED I JUST WANT WHAT I PAID THEM ALREADY

Business

Response:

Thank

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

show on 1/26/13,

[redacted] purchased a [redacted] sectional set which consisted of four

pieces; right arm, left arm, chair, and square ottoman with a 48-month Furnituregard

Plan on all four pieces. We show [redacted] elected to pick up her

sectional from her local warehouse in [redacted]

We

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

on8/19/14;

stating the sectional right and left arm seats were sinking in the material

under the cushions was tearing, and the wheels have broken off the chair.

A service call was scheduled for 8/25/14 to inspect all three furniture

pieces.

· The serviceman inspected the right arm

and found the seat and back cushions were flat, deck frame warped and uneven;

tearing through seat deck material and the seat cushions is tearing

underneath.

· The serviceman inspected the left arm

and found seat and back cushions were flat, piping tearing through welt on back

cushions, seat frame warped, and uneven tearing through seat deck.

· The serviceman inspected the chair and

found all four wheels were broken off, frame tearing through welt on back

cushions, seat frame warped and uneven tearing through seat deck.

After

the inspection the serviceman advised [redacted] the damages reported could be

repaired, but [redacted] refused to have any service completed on her furniture

and requested an exchange. At this time we are unable to honor [redacted]’s request for an exchange; however we can continue with the repairs

needed. [redacted] may contact our service department at [redacted] to schedule an appointment.

If

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

Kind

regards,

Business

Response:

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

comments. After further review Conn’s

has agreed to exchange [redacted]’s [redacted] sectional set which

consisted of four pieces; right arm, left arm, chair, and square ottoman. [redacted] has been issued an instore credit

of $2,049.96, which is the original amount paid for the four pieces. [redacted] may visit her nearest Conn’s to

reselect and schedule delivery.

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

us at [redacted].

Kind regards,

Consumer

Response:

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

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

I have decided to accept the credit to my account of the cost of the defective furniture I purchased and received , only because I was told by [redacted] that that was my only option. That I could not get my money ive paid in and getting out of the ridiculous contract I was persuaded to sign with not realizing the sales man [redacted] added an extra 3,000 to my contract for unnecessary accidental insurance and all types of other costs that really weren't needed I was 22 when I originally got lured to sign the contract. I spoke to [redacted] on Thursday she said they were putting the info in their system that they decided to give me the exchange credit and she was to get back to me on Friday the 17th. I received a call from another person telling me that I could go pick out new furniture. I expressed to the person that I had issues with the past due balance I have with conns and she said she couldn't help but she would leave a message or put it in the system. Im guessing neither of those things were done. I have gotten no response since Friday. Since Friday the 19th I have been calling [redacted] and leaving messages, still no response and it is 4 pm on Wednesday 22nd. My reason for wanting to speak with her is because I have already tried talking to the credit collectors that have been calling my phone 30 times a day since august 26 when I missed my first payment EVER because of the horrible service I was getting from conns after I made my initial complaint about my furniture being defective from day one. I even went to the corporate office in [redacted]. They didn't even want to help me as I have informed you. So therefor I didn't not pay the bill on august 26 or September 26 because of all the lies they were telling me and the horrible service and no one wanting to see what the problem was they just wanted their money. I thought if I didnt not pay they would actually call me asking what they could do to help and find out why I hadn't paid the bill for the first time ever. That was not the case I have not been able to use my cell phone since august 26 because of all the credit calls. I've explained to the creditors that I would have never missed a payment if I hadn't got DEFECTIVE furniture from their business. I would have never missed a payment if Conns were doing what they should have done to help me get something figured out, instead they continued to not care and lie and give me the constant run around and take advantage of me. I had never missed a payment and never intended to nor have I been late. My credit is on the line I have over a $6,000.00 contract with this business and they had no intentions of helping me and ruining my credit because they didn't wanna give me my money back and let me be done with alll this stressful mess and unprofessional service I have got since the day I requested help from them for costly furniture that was DEFECTIVE. I feel that I should not be responsible for the past due amount because I would have paid it with no problem as I always have if I would have got the adequate response any paying customer should have! I feel that they should wipe the august and September off of my credit and let me just start paying my bill as usual with no negative effect on my credit and payment history. This situation is out of my hands but its really important, I don't want to be penalized in the future when I would like to purchase a house or new car or anything because conns wanted to ignore me and not do the right thing by just giving me my money back for 2,000 dollars worth of DEFECTIVE furniture and a 6,000.00 contract or at least acknowledging the fact that I received DEFECTIVE furniture from their warehouse. The only time I received any type of breakthrough in ANY way with this company is when I contacted you at the Revdex.com. If I would have not contacted you they would have never done ANYTHING to help me at all and would have just ruined my credit. They had no intention of helping me or exchanging or refunding anything until you contacted them. My future is very important to me and if I would have known they sell merchandise in this manor and treat their paying loyal customers this way I would have NEVER stepped foot in a conns facility! Im disgusted with all that I have been through with this company all the long phone calls and trips to the stores and corporate with nothing but disappointment on my end. I have to work to pay my bills and I have taken way too much time out of my busy life these past 2 months trying to fight and get whats expected of such a known company whether it be me taking off of work for the two different inspectors who came out on two different occasions with no supplies or on the phone trying to get feedback.feedback. Im wanting to get this matter resolved I have endured so much unwanted stress and headaches from this situation. I really appreciate everything that the Revdex.com has made possible and all your help. There would have been nothing positive if it werent for the Revdex.com. Thank you

Review: On Aug [redacted] 2014 I had a table and six chairs delivered. I have a years warranty on parts and labor. A chair broke and the table has scratches that became visible only after sitting down and seeing it when the light shown on it. The scratches are in the finish. A work order was generated, [redacted] A technician came out at the end of Aug, early Sept, took pictures and told me I would hear from someone in 72 hours. I have spent numerous hours on the phone between the manufacturer of the furniture and Conn's Service Center. Each time, I'm told to call back the person referring me to the next caller. I'm also refused to speak to a manager. I went to the store and the store manager was very helpful in sending an email request for my dilemma to be resolved. This was over two weeks ago, and I still haven't heard anything.Desired Settlement: Replace the table and chair immediately or give me a complete refund for the table and all six chairs immediately!

Business

Response:

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

Our records show on 8/**/14, Mrs. [redacted] purchased a Holland House Hillsboro

dinning set which consist of seven pieces ( table and six chairs) with a 1-year

limited manufacturer’s warranty. Mrs. [redacted] signed her delivery ticket

verifying she received her dinning set on 8/14/14 in good order.

We received Mrs. [redacted] complaint and found she contacted our

service department on 9/8/14 stating the top of the headrest came off on one of

the dining chairs. A service appointment

was scheduled for 9/8/14; upon inspection the serviceman found the top rail of

the chair had a broken dowel and reported the chair was non-repairable. The

serviceman also found the dining table had rub marks and was able to touch up

and buff the table to repair. The serviceman notated Mrs. [redacted] pointed out

hair line scratch marks on the table as well however; the marks were too small

to be repaired.

After further review of the serviceman’s finding and photos

provided, Conn’s agreed to issue an exchange for the damaged chair however;

scratches on the table are not covered by the manufacturer’s warranty therefore

we are unable to exchange the dining table. On 10/3/14, a service claim

representative attempted to contact Mrs. [redacted] to notify her of the exchange

for her chair however; they were unsuccessful in their attempt. Mrs. [redacted] may

contact her nearest Conn’s location to initiate the exchange.

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

Business

Response:

Thank

you for the opportunity to respond to Mrs[redacted] additional comments. Mrs. [redacted] purchased the Holland House Hillsboro dinning set which

comes with a 1-year limited manufacturer’s warranty; no additional coverage was

purchased with Conn’s. The manufacturer’s warranty does not cover the scratch

marks Mrs. [redacted] reported on the table.

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

request for a refund or exchange; the reported damages on the table is not

covered by the manufacturer’s warranty. We have included a copy of the warranty information provided by the manufacture and the pictures that were taken at the time of the inspection.

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

Kind regards,

Consumer

Response:

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

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

I have reviewed Conn's response and am not satisfied with it. At this time I will accept it pending further instructions from my attorney.

Review: On [redacted] we purchased a [redacted] TV model # [redacted]. Could not get the internet part of tv to work. Called service they told me just to take tv back.Called store they told me they would come out and take care of problem. send someone out to fix problem, told them couldn't spend all day waiting on them said they would be there by 1:00 no show. called Monday manager (general) he said he wanted to talk to me husband gave him my cell but he did not call. So I called him he said he would have someone out Tuesday [redacted] between 8:00- 10:00 a.m.. no one showed called store no manager or my salesman around wouldn't be in till after 12:00p.m. and when I called store they said there was no general manager and nothing had been turned in. So here I set as confused about what to do. Customer service said return tv so did service people I spoke with. also they want to charge me 149.00 dollars for something that didn't work right in the first place. The 149.00 was for the service people to come out.Desired Settlement: I want my T.V. to work right and don't want to pay 149.00 for someone to fix what should have worked

Business

Response:

Review: [redacted] I WENT INTO CONN'S AND SPOKE TO SALESMAN,ROBERT [redacted]. TOLD HIS I WANTED TO ADD FURNITURE TO MY EXISTING ACCOUNT ([redacted]) WHICH I WAS PAYING $131/MONTH, AND I DIDN'T WANT TO GO OVER MY NEW PAYMENT BUDGET OF $250/MONTH. THE TRANSACTON WAS APPROVED AND FURNITRE DELIVERED. A MONTH LATER I GOT A SEPARTE BILL FOR A NEW ACCOUNT ([redacted]) WHICH HE OR CONN'S OPENED UNDER MY NAME WITHOUT MY APPROVAL. NOW I AM OVER BUDGET AND HAVE TO PAY $131 AND $250 EACH MONTH. VARIOUS CONTACTS WITH CONN'S AND THEIR MANAGERS STATES THAT THEY ARE SORRY ABOUT THEIR MISTAKE BUT CAN'T HELP ME. THEY WILL NOT TAKE SOME OF THE FUNITURE BACK TO DECREASE MY BILL. THEY STATE FOR ME TO NOT PAY AND HAVE IT AS A LOSS IN MY CREDIT. I DON'T THINK I SHOULD HAVE TO PAY FOR THEIR (ADMITTED) MISTAKE AND BETTER EMPLOYEE INSERVICING IS NEEDED. CONN'S ALSO STATES I SHOULD HAVE COMPLAINED WITH IN SEVEN DAYS, YET THE NEW STATEMENT BOOK DOES NOT ARRIVE FOR 30 DAYS. THIS MISTAKE HAS COST ME TO START BEING LATE ON OTHER ACOOUNTS BECAUSE THEY MADE ME GO OVER BUDGET. UNABLE TO SCAN SUPPORTING DOCUMENTS BUT I CAN DELIVER THEM OR MAIL THEM.

The best way to contact the consumer is via email [redacted]Desired Settlement: I WOULD LIKE FOR CONN'S TO TAKE RESPONSIBILITY FOR THEIR ASSOCIATES ACTION(S) AS OTHER BUSINESSES DO. I WOULD LIKE FOR THEM TO COMBINE BOTH ACCOUNTS AND EXTEND THE TERMS OF THE LOAN (MONTHS) SO WHICH I CAN PAY THE ORIGINAL AGREED $250/MONTH. I WOULD LIKE TO KEEP MY CREDITE WITH CONN'S AND MY GENERAL CREDIT SCORE HIGH. THEIR SOLUTION OF 1) JUST NOT PAYING AND NOT TAKING PART OF THE FURNITURE BACK, ALLOWING MY CREDIT SCORE TO TAKE THE HIT AND

Business

Response:

Thank you for the opportunity to respond to Mr. [redacted]'s concerns regarding the 32-month installment contract that he signed [redacted] for the purchase of furniture. The purchase price on invoice 23017862 was $5643.63, and the total financed amount including insurance and finance charges was $8497.28. The monthly payment designated on the contract is $265.54.

Prior to this contract, Mr. [redacted] signed a 32-month installment contract on [redacted] for the purchase of a washer, dryer, and twin bedroom furniture. The purchase price on invoice [redacted] was $2776.38, and the total amount financed including insurance and finance charges was $4172.80. The monthly payment designated on the contract is $130.40.

Based on the information provided above, we would have been unable to accommodate Mr. [redacted]'s request to have a monthly payment of $250.00/month for both accounts combined. Mr. [redacted] signed each contract and has a contractual obligation to fulfill the terms of each contract.

Furthermore, on the date of purchase, our salesperson provided Mr. [redacted] with a copy of our Return and Exchange Policy that states that we do not take returns on furniture. If Mr. [redacted] returns this merchandise, it will be a voluntary repossession and will report on his credit as such.

We will send Mr. [redacted] a copy of the signed contract and account ledger to review and retain for his records.

Review: We purchased a [redacted] washing machine from the Conns dealer on [redacted] in Katy, Tx. The machine was purchased in [redacted]. We have had Conns repair out 3 times plus one time no call/no show for service. Each time they have come out to service the machine it has been for the same thing and they have tried to fix 3 different things. The washer doesn't spin on the spin cycle. The tub gets off balance and shuts off. The machine will then start to fill with water again and try to re-spin. It will continue to do this until the machine gets turned off. In the contract that we received from Conns, it clearly states that after 3 service attempts, if repair can't be made then they will replace the machine with one that is the same or equal in value. We have tried getting [redacted] involved because they need the work orders to grant a replacement. [redacted] has not been able to get the work orders from Conns either. We have a family of 7 and do about 2 loads of laundry a day and have been borrowing machines or going to the laundromat. We are very dissatisfied with Conns service and want nothing more than a new machine. We will never buy anything from Conns again. I will notify all my friends and family to not buy anything from Conns and will put my message on social media as well. -

Product_Or_Service: Washing MachineDesired Settlement: We want a complete reimbursement for the machine. We don't want store credit since we will never walk into another Conn's store again.

Business

Response:

Review: On or around ** December 2013, I called Conn's customer service and asked that my online profile be cancelled because I was having problems logging in. I specifically asked if the payments I had scheduled for ** December 2013 would be cancelled. The customer service representative assured me that all payments for all accounts linked to my online profile would be cancelled. On * January 2014, two payments (that were supposed to have been cancelled) cleared my bank account. $156.57 with confirmation #[redacted] and $136.13 with confirmation #[redacted] Once again, I called Conn's on * January 2014. I was told that my account had not, after all, been cancelled. The person I spoke to assured me that, this time, she had cancelled my online profile and was initiating a refund for BOTH payments. She also told me that it would take 72 hours for my bank account to be credited. On * January 2014 (the third business day), I called Conn's to inquire about the status of my refund. I was transferred several times before I hung up and just called back. The person that I spoke to then told me that my refund was in a "clerical queue" and I should see the credit in my bank account the next day.On * January 2014, I again called to check the status of my missing refund. This time I spoke to [redacted], a customer service manager. She then informed me that they had no record of these payments being made and told me that if I were to even receive a refund, it would be in 7 to 10 business days. I asked her to explain how we went from 72 hours to 7-10 business days. She could not provide me a sufficient answer, so at this point, I have involved my bank in order to dispute the charges.Desired Settlement: I would like two immediate refunds in the amounts of $136.13, and $156.57.

Business

Response:

Review: a few months ago I bought a refridgerator, and a washer and dryer from Conn's on store credit. I was told that if I provided proof of homeowner's insurance, within 10 days, that the $403.28 conn's charged me for their insurance would be removed from my total. I had my proof of insurance faxed to them from my insurance company within 3-4 and I had called Conn's to confirm that they had received it. after a week or so of them not being able to locate it, they finally confirmed that they had received it and it was being processed. meanwhile, we received our payment book in the mail. how could my total for my purchases be accurate if they sent out my payment book before all the deductions were taken from it? my total before their insurance charge is deducted (if I pay minimum payments, including APR) is $5222.40 divided by 32 weeks = $163.20 a month. after my proof of insurance my new total should be $4817.12 divided by 32 weeks = $150.54 a month. I have called 3-4 times now and talked to several different customer service reps and explained this and everyone says they understand my problem and will send me a new payment book with the corrected balance and each time I receive the same payment book as the first one. its 6th grade math.Desired Settlement: I would like an updated payment book with my correct balance and correct payment numbers.

Business

Response:

Review: 2 months ago filed a work order with conns to fix my furniture and it took them 2 months to even make the work order then 2 weeks ago the furniture tech from quality furniture come to fix one of the chairs he said the love seat need some parts they needed to order and it been 2 weeks since they repaired the chair and put order in for parts for love seat , just this last week I spoke to [redacted] from corp of conns and she said she was sorry for my inconvience and that they can give me 50 dollars for my inconvience and now today they are just giving me the run around I just don't want to deal with this no more and I talked to a lady named [redacted] in corp that told me if I want to return my merchandise that I need to fill out a form to go to conns and fill that out , when I did they said it would mess up my credit , im just tired of this and don't know where to turnDesired Settlement: I would like some kind of credit to my account and the 50 $ that was promised to me !

Business

Response:

Thank you for the opportunity to respond to [redacted] complaint. Our records show on 4/**/13, [redacted] purchased a Catnapper Torino Gliding loveseat and Catnapper Power

Gliding Recliner with a limited 1-year manufacturer warranty on both

furniture pieces, Hamlyn table, four Hamlyn side chair, and 43” Samsung TV

totaling $2922.70. Our records show on 1/**/14,

[redacted] contacted us regarding his loveseat and recliner; stating his

loveseat is not reclining and the recliner is tilting to the side when he is

reclining in it. On2/**/14, a service

call was scheduled and upon the inspection the technician found parts needed to

be ordered for [redacted]’s loveseat and found the recliner was missing a bolt

from its inside board; the bolt was replaced on the recliner. There was a

delay getting the parts needed for the loveseat due to them being on back order

with the manufacturer. [redacted] parts for the loveseat have arrived and he

is scheduled for service on 3/**/14.

We sincerely apologize to [redacted] for the delay obtaining the necessary part

needed to repair his loveseat. For the inconvenience [redacted] was mailed a

$50.00 gift card on3/**/14.

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

contact Customer Service at [redacted]

Kind regards,

Customer Relations

Review: We purchased a love seat and couch from Conn's on February 2, 2014. Two weeks (Feb 19th) after we received we called in because the stitching was coming off both pieces and the materiel was already showing big white fading spots. Conn's finally sent a third party person out a month later (March 18th) who inspected and took pictures of both pieces of furniture and declared them to be manufacturer defected and he said he was going to report them as so. Conn's called a few days later and told me that I was to cut the stitching off the couch and that it was normal for the material to fade.(after 2 weeks?) I told them this wasn't acceptable that I knew the furniture had been declared defective and I wanted store credit to pick out something else. They told me They didn't do that. I could have the same furniture. I asked them why would I want the same furniture just to deal with this again. Every time I talked to them they were rude and they would lie to me and change their story. Their refund policy that they gave me stated no refunds on furniture unless it was manufacturer defective. It was. I wanted a refund in store credit to pick out new items...of my choosing. Not their choosing. That would be the right and honest thing to do. They would never read me the report from the inspector and I finally called the company that sent the inspector who verified that he declared it defective. After a month of calling them daily trying to get this resolved they finally told me I could go in and pick out new furniture. They were not giving us store credit but I could go in and I was restricted to two pieces of furniture. They told me I could pick out anything but if it cost less then I would still be charged the original cost. For example my original two pieces cost 2100.00. If I went in and picked out two pieces that cost 1300.00. They were going to mark them up to cost the same as the first. Unacceptable. It is wrong on all accounts to mark up items that much. They refuse to come up with honest resolution.Desired Settlement: I would like a complete store credit refunded for the defective furniture with no restrictions telling me what I can and cannot buy so I may go into the store and pick out items equal to the original money we agreed to pay. I do not want to be restricted to two pieces of furniture that they will up charge. I still want to spend this money in their store. I'm not trying to get out of that. I just want them to do the right thing, let us refund our DEFECTIVE couches and credit our account.

Business

Response:

Thank you for the opportunity to

respond to Mr. [redacted] complaint. Our records show Mr. [redacted] purchased a

Catnapper Portman Sofa and Loveseat from us on 2/5/14 with a 48 month

Furniture Guard Plan. Mr. [redacted] contacted

our service department on 2/19/14 regarding the threading coming out of the

stitching. The

technician found the sofa material was fading, threads coming loose and

unraveling in the seats which were affecting both the sofa and love-seat. Upon further review we determined the damage

was caused by wear and was beyond in home repair. Mr. [redacted] was contacted on 3/21/14 by our furniture department and informed that the

threading that was coming undone was a result of daily usage and the fading is

the design of the sofa and love-seat. As

a good will gesture we agreed to allow Mr. [redacted] to exchange the sofa and love

seat and reiterated that it was not covered by the terms and conditions. Mr. [redacted] was given a credit of $1,099.99 for

the sofa and $1,079.99 for the loveseat.

Although we are unable to honor Mr. [redacted] request for a refund on 4/11/14, we agreed to honor Mr. [redacted] request for an instate

credit. Mr. [redacted] will need to visit

his nearest Conn’s to make his selection.

If Mr. [redacted] has any other questions

or concerns he may contact Customer Service at [redacted]

Kind Regards,

Review: 5/5/14 Had my over the stove microwave serviced by Conn's service department at which time my new stove was damaged. The service person was removing the microwave from over the stove single handed when he it slipped from his arm. He was asked if he needed help by both my husband and myself;he replied no he got it.Then stated he wasn't able to repair due the fact he needed another part ;he left our home stating the service would be rescheduled once part received. He never mention he damaged our stove; service department was notified ; [redacted] requested E-mail pictures of the damage which was sent 2 times yet informed never received. Then I spoke to [redacted], who actually call us due us rating Conn's a one out 5;he claimed he would resolved the issue .He sent out a person to take the pictures of the damage and I was assured the stove be replaced(Claim #[redacted].Multiple stores of how they resolve this damage. +Desired Settlement: My stove is a GE from sears a new line convention/bake double oven with cast iron /5 burners which was less 5 mos in my home . I was told they would replace by [redacted] due to the damage . Mr. [redacted] , number [redacted] or [redacted]The actual part needed to repair my GE stove (brain) has to come from the manufactory due the stove been a new line of appliances. Multiple calls to Conn's service department only to hear they still investigating. We are requesting 1500.00 to resolve issue

Business

Response:

Thank you for

the opportunity to respond to Mrs. [redacted] concerns regarding damage to her

range. Our records show on 11/19/10,

Mrs. [redacted] purchased a Frigidaire over the range microwave and 48-month

Repair Service Agreement with us. Mrs.

[redacted] contacted us on 4/10/14, stating the microwave was making a sizzling

and popping noise. A service call was set-up and upon inspection the technician

found the magnetron and lights needed to be replaced. The parts were ordered and replaced on

4/29/14 however; they did not repair the microwave and it was found to be

uneconomical to repair. Mrs. [redacted]

contacted us on 5/5/14, stating the technician almost dropped the microwave but

hit the stove when he caught it. She

stated the stove is now damaged.

Mrs. [redacted]

has spoken with the service tech manager and Conn’s has extended the following

options:

Conn’s

can repair the damage.

Reimburse

Mrs. [redacted] for Sears to repair the damage. An estimate or invoice would

need to be provided.

Reimburse

Mrs. [redacted] for the replacement value of the range. Original invoice

would need to be provided showing the date of purchase, model and serial

numbers along with pictures of the damage.

Mrs. [redacted]

was contacted on 7/21/14, regarding her concerns. She stated the first two options were not

acceptable because if Conn’s repaired the range it would void her warranty with

Sears. She also mentioned the part

needed to repair the range was not available yet because it was a newer

model. Mrs. [redacted] stated she had

already emailed pictures of the damage to the service tech manager twice however;

we do not show the email was successfully received. To better assist Mrs. [redacted] and resolve

her concerns we will need pictures of the damage and a copy of her receipt showing

the original date of purchase, model and serial number to process the claim. Mrs. [redacted] may send this information

directly to the Revdex.com.

Business

Response:

We spoke with

Mrs. [redacted] on 8/18/14, regarding her concerns and she agreed to forward us

pictures of the damage and proof of purchase.

Although Mrs. [redacted] did not have her original invoice we accepted a

copy of her Sears Protection Contract to verified proof of purchase which she

provided. The pictures Mrs. [redacted]

provided should the control panel was scratched in multiple places. While reviewing Mrs. [redacted]’s claim we

found her range was repaired on 8/5/14 under her Master Protection Agreement

and there was no out of pocket expenses.

Mrs. [redacted]

was contacted on 8/26/14, and advised although we were unable to honor her

request for $2,000.00 we offered as a gesture of goodwill $408.54 for the delay

and any inconvenience caused.

Mrs. [redacted] has rejected our offer at

this time.

If Mrs. [redacted] reconsiders our offer she may contact me

directly 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.]

I want the stove replaced as it had no damage and wasn't year old and I paid for the service plan which repaired the stove Conn's service department staff damaged in my home. Then I had to prove it over and over again the damage /proof I paid for my stove. .The extended lack of usage of stove til it was repaired by Sears. True lack of respect and regards by Conn's service staff and Department of Resolution is unbelievable ! Ms [redacted] started off with we give you 204 as that's your payment for 1 mo on your account then said 2 mo payment toward your account .The bottom line We didn't damage our new stove Conn's service man ;who left without a word to us of the damage done. Then every call to the service department went from one person to the next would get back to us; now Ms [redacted], says she is the top and no other person we can address this matter too in Conn's. Therefore we have addressed the Attorney General office and the Fox new's as of today regarding the incident and way it was managed by the Conn's Dispute Resolution team

Regards,

Review: To Whom it may concern:On Wednesday May 14,2014 in the evening I called the customer service @ [redacted] to process a payment on account #[redacted] for 5/23/2014. The representative in error processed the payment that day. I discovered this error at dinner with my family when my debit card was declined! One of the most humiliating experiences in my life. I want these funds immediately placed back into my account. I look forward to Conns response to an extremely difficult situation. No customer wants to feel slammed when calling in to make payments. I no longer trust Conns and hope you remedy this situation to allow any type of future business relationship. My electric bill is due 5/21/2014 and I need this money back in my account to pay it. As of 5/28/2014 nothing from Conns.Desired Settlement: I would like all of my accounts closed to zero balance. I will no longer do business with Conns. The Customer Services department showed no empathy. No apology. My impression was this is status quo.

Business

Response:

Thank you for the

opportunity to respond to Mr. [redacted] concerns regarding account

#[redacted].

Mr. [redacted] stated he called on May 14, 2014 to schedule

a payment for May 23,

2014 on the account.

According to our records, Mr. [redacted] called on May 15, 2014 to process

a payment on account #[redacted]. We have listened to the recorded call and

found that Mr. [redacted] first told the agent he wanted to schedule the payment

for May 23, 2014;

however, when the agent confirmed the payment, she asked Mr. [redacted] if he

wanted to process the payment on that day and he said yes.

Due to the miss-communication, we will refund the $30.00

NSF fee; however, we cannot refund the $129.14 payment because it was returned

by Mr. [redacted]’ financial institution.

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

any inconvenience he has experienced due to this matter.

Consumer

Response:

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

Conns offered to extend my 12 months same as cash financing to 3/1/2015. I need another letter from Conns verifying this change has indeed been made. The last written correspondence from Conns still showed my 12 months same as cash financing ending 2/1/2015.

Also, there has been significant interest charges added to my account while Conns dragged their feet in updating my new payment date. As the customer, I shouldn't be held responsible for what Conns didn't get accomplished since June.

Please advise me of these (2) outstanding matters.

Regards,

Business

Response:

Thank you again for the

additional opportunity to respond to Mr. [redacted] concerns regarding account

#[redacted].

We are in the process of reversing the late payment

fee assessed on July

25, 2014 and reinstating the no-interest financing promotion. Please allow

7-10 business days for all updates to take place.