B And B Movers

Review: AFTER I signed the contracts sales rep realizes he didnt pull correct laptop & ultimately didnt even have it in stock. I left with nothing showing I had not recvd merchandise & would be called once they were in. I was told throughout the sale I would have the [redacted] on the laptop for 90 free & given the option to purchase after, that the $350 extended warranty I purchased included technical support should I need it for 3 years & I could call the 800# to receive a free download of antivirus for my computer. I picked up the computer late the next day & left town first thing the next morning. Once I returned & had it set up I called the 800# to get the antivirus. After a good 45 min on the phone w/tech support shadowing my computer I am told I cant get any support unless I purchase a package starting at $300. I called store the next day, speaking with my sales reps manager he confirms that I am correct my extended warranty covers tech support & its a new program the man on phone didnt know what he was talking about. I called 800# again and got the same thing. I called my rep & asked to find out the problem, he looks into and calls back saying sorry I misunderstood information given in a sales mtg, you dont get tech support...AFTER I purchased a $350 package that did. He said to bring my laptop in to the store & onsite guy work on it. Guy is supposed to be there at 11, I get there at 11:15. Sales rep says wrong again guy comes in at noon, about 1:15 I get a call (mind you I dont live near the store so I am staying close by waiting) needing my pswd. At 2:30 I go to the store to pickup my laptop. I spoke w/inhouse tech rep regarding antivirus which still wasnt put on my computer. Once home I check my email on my phone, I have a thanks for cancelling [redacted] email. Its only been 30days! Their tech support CANCELLED MY FREE SOFTWARE THAT CAME WITH THE COMPUTER. I got online trying to contact [redacted] to correct issue, I cant. Tech also threw away my manual & warranty reg!Desired Settlement: The above doesnt cover half the issues of my purchase on [redacted]. No I get no calls back from store. I would like them to give me a complete refund and take the computer back or give me a new computer (exact same) having it set up correctly with all the promised during the sale as well as a $200 credit for the hassle and nightmare this has been. Too much time, phone calls etc and I still dont have a functional laptop!

Business

Response:

Review: I purchased (financed) a tv through conn's which was a 6 mths same as cash when the 6 mths was up I went back & purchased (financed) a [redacted] Queen adj. foundation for mattress we did our business upon signing the contracts I asked sales person to combine both contracts into one before agreeing to go through he assured us that it was combined before we signed. I received my new payment booklet and paid the amount agreed upon. After the 1st payment was made I started receiving phone calls saying I was late on payments that my stuff had never been combined I've gone into this store which is outta my way to resolve this issue once already and to stop there phone calls and to prevent my credit from going bad since but from the sales person or whomever screw up I'm still getting harassing phone calls 4&5 times daily . I agreed to pay. a total of $146.16 for both my tv and this. Now there saying there gonna have to take up more of my time to resove another issue which should have been done right the first time. Desired Settlement: I would like them to get it right so I can pay my bill like normal purchases should be and I would also like not to reiceve anymore calls from there computers or bill collectors because in all reality I paid on time the amt agreed to. And I would like to be reimbursed for the gas it took to get there.

Business

Response:

Review: On [redacted] I went to conns to look around for a cloth dryer because mine had stop working, the sales person ([redacted]) talk us into getting a matching front load set form conns, which was really nice. I was so excited to have this nice expensive looking set. On [redacted] conns deliver and set up the washer and dryer. they put it on clean basket, 1 hr later my wash room was flooded, I call to let conns know what happen, they told us to go make sure the drain door on the dryer was completely close, so I did that, but next day went I put a load to wash it did the same thing. I was so upset that I call conns to come pick it up because I was very disappointed so I want them to come and take it back. they was suppose to come in a couple of days to pick it up. on the [redacted] two guys show up from ge said that they came to find out what was wrong, I told them that they was suppose to pick it up not fix it. The went and look said it was defected and had to be replaced. so the call cooperate whiles at my house to find out what they need to do, they told me that conns will be contacting me to make arrangement to come pick the washer and dryer. No one did not contact me, so I call cooperate [redacted] 10.30am spoke to [redacted] because I wanted to know when the will be picking it up, I didn't want to do business anymore with then, I call every week . then on [redacted] a truck show up. two guys said that they were from the warranty company with my replacement I told them that I was not suppose to get any replacement, I told them the need to take every thing with them, they said I need to take it up with conns because they are just the delivery people. I call cooperate spoke to [redacted], said she is creating a ticket so that someone can pick it up. so in the mean time whiles I waited I try to use the washer but the new one was not working either, I call and conns connected me to service the advise me that I may have hard water in my area and that can make the smart washer was not work. she schedule a service person to come out. some one came on the 24, he said that conns did not hook up the cold water which cause the machine to damage and he needed to order a part. on the [redacted] someone from warranty came to install the new part, the machine still not working. the part were the liquid detergent and fabric softener goes in is filling with water. I feel like I'm being force to keep this washer and dryer. I am so frustrated and depress, I have about twenty loads of cloths piled up because since [redacted] I was not able to wash my family cloths. these are the dates and people I spoke to at conns including calling my sales rep ([redacted]) every other day: [redacted]. I spoke with [redacted] on [redacted] in cooperate said that their waiting on upper management to give the approval for the washer and dryer to be pick up without looking as though it's voluntary surrendered. [redacted] at [redacted] ticket #[redacted]Desired Settlement: I would like conns to honor their company policy and pick up the washer and dryer without it looking as though it's a repossession because I have ask them within the 30 days time since beginning in [redacted] to please pick up the washer and dryer. they have been ignoring me and no one ever calls. I have to be the one calling all the time

Business

Response:

Review: They were advertising a free TV with $2000 purchase and I purchased over $4000 the salesman forgot to put it on contract. I went back about it and was told I couldn't get it so I called corporate who told me I should get the TV but to go thru store manager. Went to store manager who told me yes I would get it but to give him a couple days to get approval from corp. he of course never called me back so I finally got ahold of him and was told no I would not get the TV...Desired Settlement: I want the free TV that was offered with my purchase

Business

Response:

Thank you for the opportunity to respond to

Ms. [redacted] complaint. Our records show

on 11/30/13, Ms. [redacted] purchased a furniture set with us on two separate invoices. The promotion at that time required the

purchase of a full furniture set to qualify for a free television. Although, we

are unable to determine why the set was split into two invoices we did find the

free television wasn’t placed on either ticket.

We sincerely apologize to Ms. [redacted] for

the error and inconvenience she may have been caused. Ms. [redacted] has been contacted and is aware

we will honor the promotion that was offered at the time of purchase. Ms. [redacted]’s delivery is scheduled for

5/8/14.

If we

may be of further assistance, Ms. [redacted] may contact us at 1-877-358-1252.

Kind regards,

Review: I am e-mailing you because I have yet to receive a response from your organization that is satisfactory regarding the repairs that were supposed to take place regarding a bed that I had bought and fully paid for that was under warranty. I contacted your company January of this year regarding my bed being defective the frame has basically cracked and the bed sags in the middle as a result. I called the customer service line, they took my info said the repair department that handled this would call me.. They did they set up an appointment and sent someone to my home to take pictures of the bed etc etc... During his visit there the gentleman told me that the people that did the initial install should have advised me that because I have wooden floors that the legs would not stay because of the rubber bottom and that is what they would always slide... He told me that once it was repaired I would have to buy something additional from home depot to keep it more stable.. However he said that he would send in the info .. someone would contact me ordered the parts and once the parts were in for my bed I would need to call again and reschedule for someone to come out and fix it... I was given a two week eta... More than two weeks went by .. I called the customer service line AGAIN... was given a number to a distribution center in Dallas after I explained my situation the lady acted as if I was calling the wrong department ... She placed me on hold came back to the line and said she would call me prior to the end of the day to let me know when to expect my items for repair.. This was 6 weeks ago and I have still yet to hear back from anyone in your organization... I need for this to be resolved immediately... If you look at my pay history you will see I have always paid you on time and early.. I expect the same level of service in return from you... Please resolve this matter...Desired Settlement: I need for my bed to be replaced ASAP... and installed correctly..

Business

Response:

Thank you for the opportunity to respond Mr. [redacted] complaint. Our records show on 2/09/13, Mr. [redacted] purchased a London queen bedroom set which consisted

of six pieces; footboard, headboard, rails, mirror, nightstand, and dresser

with a limited 1-year manufacturer warranty on all six pieces. Our

records indicate Mr. [redacted] was schedule for delivery and received his items

on 2/20/13 in good order. Our records show on 1/25/14, Mr. [redacted] contacted us regarding his bed

rails; stating his mattress was caving in the middle. We attempted to

contact Mr. [redacted] on 1/27/14, to set-up a service

appointment but we were unsuccessful in our attempt; Mr. [redacted] called back

later that day and scheduled a service appointment for 2/22/14. On 2/22/14, a serviceman went to assess Mr. [redacted]’s bed and found the feet

that connected to the slats were stripped out. Mr. [redacted]’s bed was

forwarded to the manufacturer for a repair review; on 2/26/14 an exchange was approved for Mr. [redacted] to

replace his bed rails. An even exchange was keyed on 5/26/14, for Mr. [redacted]’s bed rails and is scheduled to

be delivered on 5/28/14. Although we were

unsuccessful in our attempt to reach Mr. [redacted] today if he is not available

for tomorrow delivery he may contact the Dallas delivery department to

reschedule. Dallas delivery can be

reached at 1-972-225-9970. Conn’s would

like to apologize to Mr. [redacted] for the experience he had and for the inconvenience

as a result of the day.

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

Customer Service at 1-877-358-1252.

Kind regards,

Customer Relations Officer

Review: I have purchased a Computer/Tablet 20" Sony Viao on my " CREDIT " for a gift to my husband from Conn's in Hulen, Fort Worth, Tx in the beginning of November 2013. The first week we had the computer at home it was not working properly so I took it to Conn's, where I originally purchased the Sony Viao touch screen. I did not get a call about the computer being fixed or explanation for the computer malfunctioning. I did however receive numerous phone calls regarding my bill. In short, I am very dissatisfied with their company and their unprofessionalism. I have asked for a manager or supervisor on multiple occasions and never got a response. I have taken this computer to them three different times.

Product_Or_Service: November **, 2013

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

In all actuality, I do not want a refund, I just want it to where as if I never bought it. As of right now the computer is still at the store which it took me a week to locate.

Consumer

Response:

My issue with Conn's is still, to my satisfaction, not resolved, Thursday April [redacted] 2014 at 4:26 p.m., I received a phone call from a young lady from the corporate office, I believe, the business number, [redacted] per our conversation. she stated the reason for the call was to inform me that the insurance that I am paying a lot of money for does not cover the problem I am having with the merchandise. I feel that they have sold me a lemon of a computer and they still have not yet gave me a reason what so ever what the problem is. Or even tried to apologized. They must not really care about their customers..!!! I am not happy at all.

Business

Response:

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

11/**/13, [redacted] purchased a Sony Vaio computer with a 37-month Repair

Service Agreement Plan. On 11/*2/13, [redacted] contacted service stating the

computer would not connect to the internet, would not access apps, and was not

updating. A service call was scheduled

for 11/**/13; upon inspection the technician ran diagnostic tests, recovery and

updated operations system and driver. On 1/*/14, [redacted] contacted service

stating the computer would not power on and a service call was scheduled for

1/**/14. The technician reported the unit tested ok and reinstalled windows to

the computer. On 02/**/14, [redacted] contacted service again stating the computer

screen was frozen. On 2/**/14; the technician ran diagnostics test and

determined there were no hardware issues with the computer and the unit passed

test with no problems found. Our records show that the unit was returned to the

store location on 3/**/14 for [redacted] to pickup. We contacted [redacted]

on 4/**/14 to discuss her concerns and she notified us that she picked up the

unit up on 4/*/14. We explained to [redacted] that although there has been 3

service calls related to this unit, all were software related issues which is

not covered under warranty. [redacted] is aware that at this time we are not

able to honor her request to remove merchandise from her account.

If we may

be of further assistance, [redacted] may

contact Customer Service at [redacted]

Kind

regards,

Customer Relations

Business

Response:

Thank you for the opportunity

to respond to Mrs. [redacted] rebuttal. We

have outline Mrs. [redacted] service history in our previous response and again we

are unable honor her request to return/exchange her computer. Our records show on 11/04/13, Mrs. [redacted]

purchased a Sony Vaio computer with a 37-month Repair Service Agreement Plan. The

invoice indicates at the time of purchase Mrs. [redacted] signed acknowledging she

received a copy of the (RSA& Accidental damage) brochure and contract, and

that she understood the coverage associate with the products. I have included a copy of Mrs. [redacted]’s invoice

as well as a copy of the RSA terms and conditions.

If we may be of

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

Kind regards,

Customer Relations

Review: In November 2013 I purchased a new gas range, TV and Blue Ray player from the Conn's in Pearland. The day my range was to be delivered my TV and Blue Ray players showed up but no range. I called the store and was told it was back ordered and they didn't know why the computer had showed it in stock. It would be a couple of weeks until it was available. I explained that was not going to work with the approach of the holidays. I ask if they could deliver a different one. I returned to the store and did the new contract for a different in stock model. It was delivered the next day. I spoke the my sales person and he said they would call when the out of stock model was ready for delivery.About 2 weeks I got a call from the delivery service saying they had a delivery for me. The next day they delivered the back ordered range(called #2 from now on). In January the collection calls started for 3 accounts. I made payment on the TV, Range #1, and Range #2 to keep my credit from being damaged. They told me they would fix the problem. Now it is May and they call me constantly several time a day wanting me to pay for Range #1. I have spoken to managers and no one can fix the problem. Today I was told you need to go back to the store and have them fix the problem. I have been treated like a dead beat several times when they have called. Saying things like well you are Mrs. [redacted] aren't you. How can you not know where the range is now. Are you sure you don't have 2 ranges. It is horrible. I have had to leave business meetings to take these calls and now look like a dead beat in front of my company owners and customers. They call constantly. I always answer because of the number being local.Desired Settlement: My Credit Report correctedPhone calls stoppedPayments moved to current accountCompensation for my time and the harassing phone calls

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted] concerns regarding account #[redacted], and [redacted]. Mrs. [redacted] states the gas range that was purchased on December 2, 2013 was

on back-order at the time of purchase and was never delivered. Mrs. [redacted] opted to return to the store on December 6, 2013 to

purchase the second range.

She is requesting we close account #[redacted] and

remove negative credit marks from her credit bureau.

According to our records Mrs. [redacted] signed a 30-month

retail installment contract on December 2, 2013. Account

#[redacted] included a gas range and the connections. Mrs. [redacted]

also signed an additional 32-month retail installment contract on December 2, 2013.

Account #[redacted] included a 55” television, a Blu-Ray Player and a wall mount.

On December 6,

2013 Mrs. [redacted] returned to the store and signed a 32-month retail

installment contract. Account #[redacted] included another gas range and the

connections.

The television and Blu-Ray player listed on account

#[redacted] were delivered to Mrs. [redacted]’s residence on December 5, 2013. The

range purchased on December 6, 2013 listed on account #[redacted] was delivered

to Mrs. [redacted]’s residence on December 7, 2013. The range purchased on December 2, 2013,

listed on account #[redacted] which was on back order, was delivered to Mrs. [redacted] residence on December 15, 2013. All three

delivery tickets were signed confirming acceptance of the

merchandise.

The signatures on the delivery tickets are consistent

with the signatures on file for the customer's

accounts.

All records indicate Mrs. [redacted] has both gas ranges in

her possession.

We will mail copies of the signed documents to the

address on file for Mrs. [redacted]. Due to signatures on file confirming

acceptance of the merchandise, we are unable to close account #[redacted] or

remove any credit marks associated with the account.

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 company that handled the delivery of the back ordered range took the 1st range back. I don't have documentation showing that but the delivery service called and confirmed that the driver had taken the range with them. The store Manager said he knew that the range was returned to Conn's. Conn's has not contacted my employer and I was given 3 days off without pay to take care of this matter. I have spoke to Conn's on Sunday May 18th and was told a credit has been issued. I have been told this same story for months. I am very unhappy with this service. I am not happy that it cost me $750 in pay and has been reported 30 and 60 days late at this point.

Business

Response:

Thank you for the again additional opportunity to

respond to Mrs. [redacted] concerns regarding account #[redacted], and [redacted]. We appreciate the additional

information Mrs. [redacted] provided in order for us to resolve her concerns. We are

in the process of crediting the range to account #[redacted] We will

reverse all late fees and credit marks associated with the account. Please allow

30-60 days for the credit reporting agencies to update your credit

report.

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

any inconvenience she experienced due to this matter.

Review: Customer service order number [redacted] dishwasher was not repaired is my complaint. We made purchase New appliance on 4/29/14.Stove and Dishwasher was not in box so we asked if it was in good condition and was told we dont sale items that do not work. Once we installed the diswasher it was leaking water. Conn's advise to make call to repair division. The repair technician came out on two seperate vists to repair(took two week). The techician wrote on the ticket the item is non repairable. We carried the appliance back to the store refusing to accept the appliance. The manager took back the diswasher said would call us within 72 hours with approval to get store credit. That never happned. Now one of the burners on the stove does not lite. The stove has never been used just installed on rental property that is vacant. On May 26,2014 I spent two hours on phone with cooperate office customer service and util this day no was as respond to my issues and concerns. This is very annoying and I have explained the situation and also spoke with the Manager at the location Mr. [redacted]. He has told us on multiple occaions that he would call us and that has been going on two weeks. Mr. [redacted] has been non responsive to any of our phone calls and vist to his location. We purchased the appliance on 4/29/14 and Conn's has already been out twice to repair and we want a store credit. Not even asking for money. I am very very upset and want to file a complaint against that company. Thank you in advance.Desired Settlement: at this point we will settle for store credit. We will never make another purchase from this company ever again. They have lost a customer for life.

Business

Response:

Thank you for the

opportunity to respond to Mr[redacted] complaint. Our records show on 4/29/14, Mr. [redacted] purchased a Frigidaire gas range

with a limited 1-year manufacturer warranty, Frigidaire dishwasher with a

limited 1-year manufacturer warranty, and reinforced hookup kit from us

totaling $519.29. Our records show Mr. [redacted] made his purchase at our [redacted] location in Dallas, TX and also elected store pick up at the

same location. Our records show on 5/08/14, Mr. [redacted] contacted us regarding his dishwasher; stating water

was leaking from its pump. A service call was set-up for 5/15/14; during the inspection the technician found

parts needed to be ordered. We show the parts became available on 5/23/14; however an additional part was needed to

complete service. Mr. [redacted] stated he was unhappy and refused to

complete service on his dishwasher; and advised technician he would return his

dishwasher to the store location.

Our records show Mr. [redacted] contacted us on 5/27/14, stating his range

front burner was not working. We attempted to contact Mr. [redacted] on 5/31/14 and 6/2/14 to schedule a service appointment, but we were unsuccessful in our

attempts. A service appointment was later schedule for 6/06/14; during the inspection the technician found

parts were needed to be ordered. We show the parts will become available

on 6/12/14.

We attempted to contact

Mr. [redacted] to discuss his concerns however the call was disconnected.

Conn’s is willing to offer Mr. [redacted] the option to exchange his dishwasher and

range up to the original amount paid or we can continue with service repairs.

If we may be of further

assistance, Mr. [redacted] may contact Customer Service at [redacted]

Kind regards,

Consumer

Response:

No, the issues have not been resolved to my satisfaction and because of that I did send a letter certified delivery to their cooperate office. It has been three weeks since they signed for the letter and still no reply. I have not contacted an attorney because I was giving them a chance to resolve the issue.

Since your original update 6/12/14, the company said they would exchage the stove and give credit for the diswasher but no type of paper work has been received to have this done. It has all been verbal after repeat calls to Conn's cooperate office. As of today, I have not gotten the issue completely resolved.

Business

Response:

Thank you for the opportunity to respond to Mr. [redacted] complaint. We contacted Mr. [redacted] on 8/14/14, and he was reminded of his exchange approval on his

range. Conn’s agreed as a goodwill gesture to waive the delivery

fee of Mr. [redacted] new range. Mr. [redacted] is aware he will need to visit

his local Conn’s location to select a new range and set-up delivery.

In regards to Mr. [redacted] dishwasher the dishwasher was

returned on 7/17/14 and a credit of $242.45 was applied to his GE account.

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

Customer Service at [redacted]

Kind regards,

Review: We called to request a payoff amount during the third month of a 6 month no interest acct. We were given a payoff amount of $[redacted] of which we promptly paid the next day. A year and a half later, we started receiving calls from Conns collections saying that we owed approx. $[redacted] At first, we were told that from the time we were given the payoff amount until the time they received it, interest occurred and that was the reason the acct was not closed. I reminded them that there was no interest. Someone from Conns was supposed to call me back in a few days. After a week, no one called so I called them back. Then I was told that we were given the wrong payoff amount and that it was our responsibility to know how much we owed instead of calling and asking them. The payoff amount we were given was wrong by $*.Desired Settlement: I would like the acct closed. I owe nothing since I paid the amount that I was told we owed. I would like to stop receiving calls. I would like all negative information concerning this matter removed from credit reporting agencies.

Business

Response:

Thank you for the opportunity to

respond to **. [redacted]’s concerns regarding account #[redacted]. **. [redacted] stated he was given a payoff quote

of $[redacted] which they paid off and he has since started receiving collection

calls. **. [redacted] also stated he had a

6-month no-interest finance promotion.

According to our records, **. [redacted]

signed a 30-month retail installment contract on [redacted]. This contract did not have a 6-month

no-interest financing promotion. We do

not have record of **. [redacted] contacting either our automated system or our

customer service department to obtain a payoff balance. On [redacted] remitted a

payment of $[redacted]. This payment did

not satisfy the remaining balance owed on the account at that time.

**. [redacted] did not receive a

monthly statement because he has a payment booklet on the account. He also did not receive additional correspondence

on the account because it was in paid ahead status. Therefore, the next payment wasn’t due on the

account until [redacted]. **s. [redacted]

called on [redacted] stating she received a letter in the mail regarding the

account. She was notified at that time

that there was an outstanding balance on the account and the next payment would

be due on [redacted].

The total amount financed by **.

[redacted] was $[redacted] This amount

included an invoice total of $[redacted] and an insurance total of $[redacted] Finance charges equaled $[redacted] for the life

of the contract which brought the total to $[redacted]. **. [redacted] paid a total of $[redacted] which did

not cover the financed balance.

As of [redacted] the current

payoff balance is $[redacted]. This includes

a past due balance of $[redacted]. Please

note the payoff balance updates daily.

If **. [redacted] would like to pay the balance in full, we ask that he

contact us the day he plans to submit the payment for an up-to-date payoff

quote.

Review: I purchased a 70inch television back in [redacted], I had the television for 2 weeks and then it stopped working, I called the number that was given to report the problem, it then took about one week for the technician to come out and take it a look at the tv, the technician said the television needed to be replaced. I then called cons to check the status of the claim, they told me it would take 7-10 days, by this time 4 weeks had passed by, I had to keep calling to get the status because I never received a call from them. Finally I was able to get information on the status and they had decided to give me a store credit of roughly $[redacted], I bought a 70inch television for about [redacted] on sale, when I called the store to check if I can get another television for the same price, they told me there was no television for the price, so pretty much I had to down size and pay double the money, as when I came in and bought the guarantee they said if the television was ever to brake they would replace it for the same product or fix it if it was repairable.Desired Settlement: I would like to get a replacement for my television the size size, as I was promised.

Business

Response:

Thank you for the opportunity to

respond [redacted]’s complaint. Our records show on [redacted] purchased a [redacted]

70” 3D Smart TV with a 49-month Repair Service Agreement totaling

$[redacted] purchased his television as a floor model sold as

is from our [redacted] location. After reviewing [redacted]’s complaint

we found she contacted us on [redacted]; stating her television has

audio but no picture. A service call was scheduled for 8/11/14; during the inspection the

technician found the television panel needed to be replaced. On 8/11/14, [redacted]’s service

information was sent to the manufacturer to be reviewed for a possible

exchange; [redacted]’s exchange was approved on [redacted] was given a

credit of $[redacted], which is the original amount paid. As of [redacted] has not selected a

new television. [redacted] may visit her nearest Conn’s location to

initiate her exchange.

If we may be of further

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

Kind regards,

Review: I have had ongoing problems with my LG washer purchased from Conn's in March of 2013. Since purchased has represented UE which is uneven error message. Since the first service request techs have been to my home multiple times for the same reason and others caused by this initial issue in which is still an issue today. The washer has basically destroyed itself from being uneven and is now flooding my home. Service was not handled properly from first request until now, phone calls have been ignored by [redacted], denied phone conversation with [redacted] the service department manager after our first conversation on 8/4/2014. Told by [redacted] 8/28/2014 that [redacted] does not have a direct extension and I couldn't speak with her although she is now the only person that can help. Promised replacement twice 7/28/2014 and 8/21/2014through8/27/2014 only to be sent around in circles both times. Forced part replacement instead of full replacement which did not fix the issue.Desired Settlement: I have been told twice now the replacement covered under my purchased warranty is going to take place only to be denied and not honored. I have spoken to all managers to now be told that [redacted] is denying the replacement, but I am unable to speak with her. I was originally told that [redacted] had ultimate decision and he has blessed the exchange and still denied. I have not even been able to turn the washer on since 7/28/2014 due to flooding my home. I was sent to the location by [redacted] in resolutions department to replace the washer and denied by [redacted] the store manager. He spoke to [redacted] in the service department on my cell phone 8/2/2014 who was trying to put through the replacement to the location and said was on hold unable to get through. After this conversation I was told by Forest and [redacted] that the proper paperwork from [redacted] department needed to be submitted. I spoke with [redacted] on 8/4/2014 and he said he was sending the technician out. The Technician arrived 8/5/2014. His name was [redacted]. This tech said that it should be replaced, but had to submit price for all parts he thought might fix it. Issues were the uneven, door latch, shocks/balance system, new tub as it had torn away from unit, and cover ring as it has been worn down to having a whole roughly half way around. He called me 8/6/2014 and told me that [redacted] told him to order the parts instead of replacement in which he tried to have done. The parts weren't ordered until 8/11/2014 and weren't received until 19th. The tech came back out 8/20/2014 and within 20 minutes of him leaving the washer was again leaking, shaking violently, and saying uneven. I called him 3 times, left 2 messages, sent 5 text messages and 2 pictures. My husband spoke to [redacted] in the service department and was told that the technician was not going to be turned around and that it would be replaced instead, since it was serviced 4 times within the same year and for the same reason resulting in still not fixed. Since then I have spoken with [redacted] in the service department every day and she has spoken to [redacted] personally most of them confirming the replacement was happening. As of 8-27-2014 [redacted] calls me and says it has been denied for replacement a second time. She opened another ticket with the notes of our week long conversation awaiting replacement approval. It has been confirmed by almost everyone I have spoken with that this issue from the first service ticket to the last service ticket not being fixed should qualify for replacement under the purchased warranty, but is denied both times as my understanding by [redacted] id number in conn's help desk says that it should qualify. [redacted] Srvc department manager said it was [redacted] decision and he approves. [redacted] in the Beaumont call center said it should be covered under the lemon law and warranty. [redacted] in the Beaumont customer service called the store location to see if they could see the replacement information Saturday 8/23/2014 because she showed [redacted] approval. Only to find out from each of these people that it is pending and denied by [redacted]. I spoke with [redacted] through Conn's consumer affairs 8/27/2014 and she said that the warranty most definitely covers the replacement and after reviewing the notes on my account is unsure why it hasn't been. She submitted a formal complaint on my behalf through a zendesk ticket. I have been requesting copies of the service tickets, notes, sendesk tickets and notes since 8/14/2014 with [redacted] and [redacted] the Beaumont customer service manager. I have still not received them.

Business

Response:

Thank

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

records show on 3/09/13,

Mrs. [redacted] purchased a LG high efficiency washer and dryer from us with a

48-month Repair Service Agreement on both items. Mrs. [redacted] was

scheduled for delivery and received her washer and dryer on 3/10/13 In good order.

We received Mrs. [redacted]’s complaint and found she

contacted our service department on four different occasions regarding her

washer. The last service call was placed on8/28/14;

Mrs. [redacted] stated her washer was leaking and not leveled. After

reviewing Mrs. [redacted]’s service history Conn’s agreed to exchange her washer;

on 9/01/14 Mrs. [redacted]’s exchange was

approved. Mrs. [redacted] was given a credit of $799.99 which was the

original amount paid to re-select a new washer. On 9/06/14,

Mrs. [redacted] elected model [redacted] and received delivery on 9/08/14.

We sincerely apologize to Mrs. [redacted] for the experience and any inconvenience

that may have been caused as a result of delay.

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

Customer Service at [redacted]

Kind regards,

Review: [redacted] dryer was purchased on [redacted] of this year. On [redacted] it made a loud noise & stopped working. Called there service dept. on [redacted] to have somone come out. Two technicians came out on [redacted]. They said that the blower was shredded. Something had gotten down there, but they couldn't find anything. Part was ordered & a new technician came out on the [redacted] to put the blower in. He then said that the motor & the part that holds the motor was boken. Called the manager yesterday & he said that the part was ordered. I told him that I wanted a new one. He said that I would have to call [redacted]. Called [redacted] & they said that there technician would have to come out & confirm that it was defective before it could be replaced. That was going to be next week sometime. I called CONNS service dept. back & asked for there corporate so I could speak to a supervisor. I was give 5 different numbers and just passed around. inally I got through to a manager & she said the part was going to be here today. I called this morning & they set me up for a 3:00-5:00 appointment. I then get a call dfrom the technician clueless of what's going on. He said no the part was not in & it was just ordered. I then called corporate again, & they said the part did come in & it was the wrong one so it will be another week. It was reordered. I was starting to get a panic attack from this situation so I called my [redacted] to get involved. He then called the service department back & [redacted] was looking into it & will callhim back.

Consumer

Response:

I would like to get reimbursed for one day of work for me and one day for my [redacted] I would like CONNS to take off this months payment. I am having to go to the laundromat every few days because I have 4 boys. At $[redacted] a visit it is getting too expensive for us. I need to be reimbursed for those visits. Finally I need a new dryer. It is not even 2 months old and three major parts broke!! I would like a dryer replacement.

Business

Response:

Thank you

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

[redacted] purchased a [redacted] washer and dryer with a 1-year limited

manufacturer’s warranty. On [redacted] contacted us stating the dryer is

making a loud noise and will not turn on. A service appointment was scheduled

for [redacted]; upon inspection the technician found the fan and assembly duct needed

to be replaced and ordered the parts. Once the parts became available [redacted]

was scheduled for [redacted]; upon installation the technician found the strap had

broke since the last service call and determined more parts were needed to

complete the repairs. Our records show some of the parts needed for repair were

not immediately available therefore on [redacted]; we submitted an exchange

request to the manufacture for a possible exchange. Although we are still

waiting on a response from the manufacture, Conn’s has agreed to expedite the

process an issue an exchange on the dryer as a goodwill gesture; no further

credit are due. [redacted] may contact his nearest Conn’s location to initiate

the exchange. We sincerely apologize for any inconvenience Mr. and [redacted]

experienced during this process.

If

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

Kind

regards,

Review: I purchased a couch and loveseat from Conn's in 7/2014. Since, July I have called the office eight or nine times. They sent a technician out stating that the new furniture I just purchased was not any good and he could try to fix the broken arms and broken legs. Now after several months of complaining and speaking with the manager I am told that only the love seat can be repaired and nothing for the couch can be done. I purchased both the love seat and couch new and I should not have this problem at all. I should be given a new replacement living room suite without having to pay another deposit. This is the second living room I have received from Conn's and I am still having problems.Desired Settlement: I am requesting that Conn's replace the new furniture purchased in 7/2014. I called the company and complained in 8/2014, less than 30 days to inform them the couch was broken. I have pictures of the furniture that can be provided upon request.

Business

Response:

Thank you for the opportunity to

respond to [redacted] complaint. Our records show on 11/12/13, [redacted] purchased a [redacted]

furniture set from us which consisted of two pieces; sofa and loveseat with a

48-month Furnituregard Plan. [redacted] elected to pick up her

furniture. We show on [redacted] elected to pick up her sofa and loveseat

from her local warehouse located in [redacted] signed acknowledging

her sofa and loveseat was received the warehouse in good order.

We received [redacted] complaint and found due to prior issues with her [redacted] furniture set dated

from 1/06/14; on 4/09/14 an exchange was approved for [redacted] to re-select a new furniture set. On 4/21/14, [redacted] elected a [redacted] furniture set which consisted of two pieces; sofa and loveseat with a

48-month Furnituregard Plan. [redacted] also elected to pick up her

new furniture set from her local warehouse in [redacted] signed

acknowledging her sofa and loveseat was received from the warehouse in good

order.

After receiving [redacted] complaint and reviewing her service history Conn’s has agreed to exchange her

loveseat; the sofa at this time does not qualify for an exchange and is

repairable, we will continue with repairs. [redacted] has been contacted

regarding this matter.

If we may be of further

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

Kind regards,

Review: I received a coupon from Conns but forgot to bring the day I made the sale. My sales person told me to contact customer service to get the ticket adjusted. Customer service directed me back to the store who was unable to help. The store manager [redacted] could not help because the coupon was not in my name, but the coupon states or current resident. [redacted] sent me back to customer service where I am now being told the coupon cannot be honored becuase the coupon cannot be used on a sale item. I advised that there was an item on my purchase that was not on sale. Customer service is now telling me the sofa would have had to be on a seperate ticket. I tried to speak to management but I am getting no where.Desired Settlement: I would like the 15% off of the sofa I purchased for 1,299. I have spent hours trying to reslove this and now it is the point that up until I purchase from Conn's I would receive at least 1 call per day trying to get me in the store. Now that the sale is complete I cannot get any assistance with this matter. I think if management seen this issue it would be addressed and resolved rather than losing a customer over less than 200. WOW

Business

Response:

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

We received Mr. [redacted] complaint and found he went into Conn’s located in [redacted] after receiving a promotional offer for 15% off any single item $599

and up. After further review and research, we show Mr. [redacted]’s account was approved

and setup on a Conn’s special 12-month cash option offer. As listed on the

promotional offer Mr. [redacted] received; Discount offer may not be combined with

other promotional or clearance offers.

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

receive 15% off the sofa; Mr. [redacted] is only able to utilize one promotional

offer for his purchase.

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

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.

It is unfortunate that I have spent hours trying to resolve this and each and everytime a new excuse is brought up. I have already tried calling the store directly, customer service and tried to speak to management, beign the reason the Revdex.com was contacted. Such a small dollar amount to make the customer happy, instead a large corporation would rather waste man hours instead of fixing the problem. This will be my one and only purchase, be assured not one referral will ever be sent there. Thank you Revdex.com for trying to assist

Regards,

Review: Defective HP Tablet purchased on June 11,2014.

On June 11,2014 I purchased a BEATS STUDIO 2.0 BUNDLE which includes a HP Slate 8 Pro Tablet plus Beats Studio 2.0 Headphone Bundle (Factory No. [redacted]. The amount financed is $703.61 with a cash option of 0% interest for 6 months or payments of 21.56% interest for 24 months if the 0% interest is not utilized.

On June 19,2014 had to bring tablet back to the store to exchange due to the defect in the port on tablet for charger to be inserted properly. Even though I was still within my 14 day exchange policy period I was told my tablet would have to go to their repair dept. On July 17,2014 the defective tablet was finally replaced with a new tablet after much discussion between the service dept, the corporate office and myself.

Approximately the last week of August 2014 the new replacement HP Slate 8 Pro Tablet shut down completely during use and would not come back on. The only thing that would show is the battery emblem charging but the battery was fully charged. The tablet was sent to the Conn's Service dept, attn: [redacted] on September 12,2014. I have attempted to contact [redacted] twice between now and then with no response or status of tablet. I have been receiving multiple calls from Conn's billing dept for payment of the tablet and explained the situation at hand. But was told I still need to pay for the item. As of today's date I have not had nor heard of the status of my HP Tablet.Desired Settlement: I would like a refund of the $80 that has already been paid towards the item. With no negative activity on my credit.

Business

Response:

Thank you

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

6/11/14, Mrs. [redacted] purchased a Hewlett Packard Beat Studio bundle with a

1-year limited manufacturer’s warranty and elected to pick up the unit from

Conn’s located in Houston, TX.

We

received Mrs. [redacted] complaint and found she contacted service on 6/16/14;

stating she was unable to insert the charger into the tablet’s port. The tablet

was sent to service for repairs; upon inspection the technician found the

charger port had physical damage which is not covered by the manufacturer’s

warranty. Although we were unable to determine when or how the damages occurred

on the tablet, Conn’s agreed to exchange Mrs. [redacted] tablet. On 7/18/14,

Mrs. [redacted] re-selected another Hewlett Packard Beats Studio bundle; no

additional coverage was purchased.

On

9/12/14, Mrs. [redacted] contacted the service department stating the replacement

tablet will not turn on or charge. We received Mrs. [redacted] tablet into

service on 9/17/14, the technician was able to charge the tablet however; the

unit would not turn on therefore the tablet was shipped to the manufacturer for

further repair needs. Our records show the manufacture agreed to exchange the

tablet due to the unit could not be repaired and a new tablet was shipped back

to Conn’s on 9/23/14. We contacted Conn’s in Houston, TX located on [redacted] and confirmed Mrs. [redacted] tablet has available for pickup since

9/24/14. On 10/10/14, we attempted to contact Mrs. [redacted] regarding her tablet

however, we were unsuccessful in our attempt; Mrs. [redacted] may pick up her

tablet at her earliest convenience.

At this

time we are unable to honor Mrs. [redacted] request to refund the payments she

has made to her account. Mrs. [redacted] payments are due on the 11th

of each month; any payments received beyond 30 days may be subject to negative

marks reflecting on her credit.

If

we may be of further assistance, Mrs. [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.

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

Regards,

Review: My normal monthly bill amount with Conn's is $138.58. I noticed that I was being billed in [redacted] for $163.58 which is $25 more than usual. I called Conn's and was told that I was being charged a $5 late fee for the month's of [redacted] 2013, [redacted] 2014, [redacted] 2014, [redacted] 2014, and [redacted] 2014. I did call and setup payment arrangements for each of those months and was told by a Conn's representative each time that I would not have a late fee assessed since payment arrangement was setup within 10 days of payment due date and as long as payment was made within 7 days of the arrangement, which I always did. On top of that the late fees never showed up on my monthly statements or on the online billing/payment system. For example I was supposedly charged a $5 late fee for [redacted] but the fee never appeared on my [redacted] or [redacted] statement or online. I was just suddenly billed for the lump sum of $25. Since the fees never appeared on my account I thought everything was okay with the payment arrangements that were made until I was suddenly billed for the extra $25. I had a request to have the fees reversed which was apparently rejected by a [redacted]. I do not feel that I should have to pay the late fees as I was told BY CONN'S REPRESENTATIVES each time that I would not be charged any late fee since I had made arrangement. My payment arrangements can be verified with Conn's as it is noted on my account each time I setup an arrangement. I did call and speak with a Conn's [redacted] who stated that payment arrangement still does not stop late fee and even if this is the case I still feel that I should not have to pay as I was misinformed by their representatives. Had I been told something different I would've found another way to make payment on time to avoid late fees.Desired Settlement: A billing adjustment on my account for the $25 is my desired outcome. Conn's employees/representatives should also be trained better on company policies and procedures to avoid misinforming customers in the future.

Business

Response:

Thank you for

the opportunity to respond to [redacted] concerns regarding late fees assessed

on account #[redacted].

[redacted] was of the impression that if he post-dated his payment he would

not assess a late fee. Late fees are

assessed when an account is past due ten or more days regardless if a payment

has been post-dated.

We have reversed $25 in late fees due to the confusion.

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

inconvenience he has experienced due to this matter. Please allow 7-10 business days for the late fees to be removed. Thank you,[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. From: [redacted] Sent: Thursday, [redacted], 2014 1:12 PM To: [redacted] Subject: complaint #[redacted] I received this message stating that the late fees would be reversed. My case was recently closed but I never received a credit for the $25 that was charged to me and I ended up paying the $25 out of my pocket. This case has still not been resolved as they never gave me a credit for $25 on my account and I had to pay the $25 in late fees. I would just like a reimbursement for the $25 that I paid as a credit on my account.

Regards,

Business

Response:

Thank you for the additional opportunity to respond to [redacted] concerns regarding his account. We have attached a copy of the loan ledger for [redacted] records showing the $25.00 credit to his account regarding the late fees. Thank you, [redacted]

Review: I PURCHASED A MATTRESS FOR ABOUT $899.00 IN FEB. 2014 THE MATTRESS BROKE AND I CALL CONNS. THEY SENT A INVESTIGATOR OUT WHO STATED THE BED WAS MISSING A SCREW. THEY SAID THIS TERMINATED THE SERVICE AGREEMENT. HOWEVER THIS IS THE WAY CONNS SET THE MATTRESS UP ORIGINALLY. I AM A SINGE LADY AND HAVE NOT TOUCH THE SET UP SINCE CONNS WAS OUT. I CALLED [redacted] IN REGARD TO THE YEAR WARRANTY AND THEY STATED THEY HAD AN AGREEMENT WITH CONNS TO EXECUTE HIS WARRANTY.Desired Settlement: REPLACE MATTRESS, FIX MATTRESS OR TAKE OFF MY ACCOUNT.

Business

Response:

Thank you for the opportunity to respond to [redacted] complaint. Our records show on 2/23/14, [redacted] purchased a [redacted] mattress and a [redacted] spring both with a limited

manufacturer’s warranty. [redacted] delivery was scheduled on 2/25/14;

Conn’s delivery team placed her mattress and box spring on the bed frame and

rails [redacted] previously owned, no assembly was required.

We received [redacted] complaint and found she contacted our

service department on two separate occasions stating the mattress was sinking

in the center.

Review: Dear Sir/ Madam,

I am writing to request your assistance in a matter with Conn's Furniture at [redacted]. My name is [redacted]. I purchased furniture from Conn's on [redacted]. I went to Conn's in response to a mailer I had received advertising a '1 year, same as cash' promotion they were running.

I purchased living room furniture totaling $[redacted], which is the cash price listed on the contract. This price fit into my monthly budget, and I was confident that I could pay it off in one year.

As we were going over the contract, I asked the salesman numerous times if this was indeed a zero percent interest deal, and mentioned specifically that I intended to pay off the furniture in one year, avoiding any interest. The salesman assured me each time that, yes, that was what I was signing. He pointed out the cash price on the contract, and even verified the monthly amount of $[redacted] that I would have to pay in order to pay off the furniture in 12 months.

The first indication that something was wrong came in mid-[redacted]. In the process of registering my account online to pay my bill electronically, I noticed that my 'Payoff' balance was higher than I expected. I called Conn's Customer Service and was informed at that time that I did not in fact have a one year same as cash loan, but a standard installment loan. Regardless of when I paid off my furniture, the interest was accruing. After explaining the situation, I was informed that there was nothing Customer Service could do to assist me, and I should take it up with the store.

I returned to the store on [redacted]. The manager at the front desk admitted that a mistake had been made and assured me that it could be corrected. He stated that they simply needed to redo the contract, and there was an additional piece of paper I would need to sign. My file was pulled and I was informed that the store would be calling me by midweek to come in and sign the new contract. I never heard from Conn's Furniture again.

I called the store every other day, beginning [redacted]. Each time, I was put on hold for 15-25 minutes, then an associate would tell me that the manager couldn't be found or wasn't there, and I would get a call back. I never received a call.

In order to make sure that these lying cheats didn't get any more of my money, I paid off the furniture on [redacted], with my credit card. I have estimated that I will end up paying about $[redacted] in interest to my credit card before the amount is paid, but at least it won't be to Conn's Furniture.

This is unacceptable. If Conn's was unwilling, or unable to give me the type of loan they promised me, I should have been told. And they certainly shouldn't have promised to fix their mistake, and then ignore me for several weeks until I got the hint that they weren't going to deal with me. I have been lied to several times, and it has ended up costing me weeks of severe aggravation and several hundred dollars. (See complaint online)Desired Settlement: My first choice would be for Conn's to reimburse all the money I paid them, and take their furniture back, allowing me to start over with a reputable furniture store. At the very least, I feel that Conn's should pay me back the interest that they overcharged me, which comes to $[redacted], and reimburse me some of the interest I am having to pay on my credit card to make up for the mental anguish they put me through.

Any assistance that you could provide in this matter would be greatly appreciated.

Business

Response:

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

[redacted]’s concerns regarding account #[redacted]

stated her account was supposed to have 12-months no-interest financing and it

did not.

According to our records, [redacted] signed a 32-month

retail installment contract on [redacted]. That contract did not include a 12-month

no-interest financing promotion. We have verified that the product and the

credit would have both qualified for the 12-month no interest financing

promotion.

We are in the process of doing a manual Cash-option

calculation and will reimburse the interest [redacted] paid on the

account.

We ask that [redacted] allow up to 30 business days

for this process to be completed. She will receive a reimbursement check for

the amount of interest she paid on the account.

We value [redacted] as a customer and sincerely

apologize for any inconvenience she has experienced due to this matter. Thank you,[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.

Dear Sir/Madam, Good afternoon. I received your letter today with the response from Conn's Furniture. They have admitted their oversight, and have stated that they will be refunding the interest I paid on the contract. I am very happy with this news, and so appreciative of the help I received from your company. As long as the promised check from Conn's arrives in 30 business days as stated, I will be completely satisfied with the outcome, and will consider the matter closed. I will contact you if the check fails to materialize. Many thanks, [redacted]

Regards,

Review: Three days after I purchased my washer and dryer was delivered, I notified Conn's that I wanted to exchange the products because I was having service issues with both items. I have had four service calls. With my washer the service man told me that they are having issues with this particular wash, but they cannot do anything about it not cleaning my cloths or the washer becoming unbalanced and water levels not filling up to appropriate levels. The first service man told me not to mention exchanging the product to Conn's because they would not, but he want me to give him an Excellent Service evaluation so he could get a Christmas bonus. He also said that my dryer needed new rollers and I let them know three days after they delivered my second washer. The first washer they delivered to me started to make noises on the very first day they delivered and I called the service department an the guys who delivered my first washer came and brought me back the current washer I have that does not work properly. One service call the service man call me and told me he would not be able to make due to icy road conditions. On another occasions the service men were parked in my apartment complex, called me from there and did not come up to repair my washer and dryer or look at, but after I took a picture of them in the van and left, then they called me back. I do have the picture of the van at my apartment complex. I have stopped paying on my account with Conn's until they replace my washer and dryer. Instead of them replacing, they have threatened to just charge my card they have on file, told me that they will just charge off the account and it will remain on my credit for seven years, threaten me with legal services, constantly calling me at least three times per day for payment and will not replace my washer and dryer. I would like to file a lawsuit against Conn's and I will need some assistance or they just come and get all of the items I purchased and they refund me all of my money that I paid.Desired Settlement: I do not want to do any additional business with Conn's. I want them to come and pickup all of the items that I purchased and it returned to Conn's and all of the money that I have paid on my account refunded in full to me. I would also like a letter of apology from the president of the company. If I need to file a lawsuit please advise.Thanks,[redacted]

Business

Response:

Thank you for the opportunity to respond to [redacted]

complaint. Our records show on 11/07/13, [redacted] purchased a GE washer and

dryer both with a 24-month Repair Service Agreement Plan. [redacted] delivery

was scheduled and received in good order on 11/09/13.

After further review of [redacted] complaint, we found he

contacted our service department on two separate occasions for repairs on his

washer. [redacted] washer was assessed on 12/6/13 due to the unit not agitating

and again on 3/24/14 due to the unit not washing clothes properly. During both inspections

the technician checked all operations of the washer and was unable to find a

functional failure with the unit. The technician reported the washer was

working up to the manufacturer’s specifications however [redacted] was unhappy

with the unit.

[redacted] only contacted our service department once for

repairs on his dryer. On 11/13/13, [redacted] contacted service stating his

dryer was making thumbing noise. A service appointment was originally scheduled

for 11/26/13 however; [redacted] called to re-scheduled his appointment for the

next available service date which was on 12/5/13. Due to the weather the

technician was unable to meet the time commitment therefore [redacted]

appointment was rescheduled for 12/6/13. On 12/6/13, the technician found parts

were needed to complete repairs on the dryer. Our records show there was a

delay receiving the necessary parts to complete the repairs therefore; on

1/24/14 we agreed to exchange [redacted] dryer due to the repair delay.

As of 1/28/15, we have no records that [redacted] initiated

his exchange on his dryer since it was approved on 1/24/14. Our records show

[redacted] account with Conn’s was charged off on 12/31/14 therefore; the

option to exchange the dyer is no longer available. At this time we are unable

to honor [redacted] request to return or exchange his washer due to no

problems were found with the unit at the time of inspection; no additional

credit is owed to [redacted].

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

contact customer service at 1-877-358-1252.

Kind regards,

Review: ** Please see attached **Desired Settlement: ** Please see attached **

Business

Response:

Thank you for the opportunity to respond to [redacted] complaint. Our records show on3/29/14, [redacted] purchased (2) Asus Vivobook notebooks with a (37-month Repair Service

Agreement w/Accidental Damage) on both units totaling $2,699.96; Mr. Amos

financed $2,519.96 on Conn’s credit Installment Loan and paid the difference of

$180.00 with his Visa Credit card. [redacted] signed invoice indicates at

the time of purchase he acknowledged he was provided a copy of RSA &

ACCIDENTAL DAMAGE brochure and that he understood the coverage associated with

the product(s). [redacted] elected to take both notebooks from our

Lafayette, LA.

After researching [redacted] complaint we found he contacted

us on 2/06/15; stating

his notebook screen was damaged while on the bus. [redacted] notebook was

submitted for an exchange under the RSA & ACCIDENTAL DAMAGE Terms and

Conditions. On 2/10/15, [redacted] exchange was approved; he was issued a credit

up to the original amount paid which was $899.99 to re-select a new notebook

because the original model was no longer available. [redacted] initiated

his exchange on 3/11/15; and selected a Toshiba Satellite notebook model

(S75B7248) which was $100.00 more than the approved credit amount given.

[redacted] also purchased a new 37-month Repair Service Agreement w/Accidental

Damage on his new notebook.

As stated in the RSA/ACCIDENTAL DAMAGE Terms and Conditions

once a product has been replaced under the terms of this coverage it is

considered fulfilled. Although, [redacted] had not paid off his account

balance at that time of the agreement he is still responsible for the original

remaining balance OF $1,960.98 in addition to the $507.59 that was financed at

the time of the exchange.

We have included supporting documents in our response which

includes a copy of [redacted] signed contract and a copy of the RSA &

ACCIDENTAL DAMAGE Terms and Conditions.

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

our Customer Service Department at 1-877-358-1252. Kind regards, [redacted]