B And B Movers

Review: all my furniture was damaged during delivery. I have tried a number of times to resolve this issue. they keep avoiding the problemDesired Settlement: Replace, or refund and remove all items purchased, or remove a large % off of my account

Business

Response:

Thank you for the

opportunity to respond to Mr. [redacted] complaint. Our records show

on 6/22/14, Mr. [redacted] purchased a Harrison king bedroom

set which consisted of eight pieces; headboard, footboard, rails, dresser,

mirror, (two) nightstands, and chest. Mr. [redacted] purchased a Saddle

reclining furniture set which consisted of three pieces; reclining sofa,

loveseat, and recliner. Mr. [redacted] purchased a Serta Aim plush king mattress,

(two) king/twin XL box springs, (three) Kingston center chairs, Tucson TV

console, a 50” Samsung Smart LED TV; with Mr. [redacted] purchase he received

(three) free 32” Haier LED TVs and elected to have his items delivered.

Mr. [redacted] was

scheduled for delivery and received his bedroom furniture, mattress and box

springs, Kingston chairs, TV console, all (four) televisions, Saddle reclining

sofa and loveseat on6/26/14 in good order; however during delivery Mr. [redacted] refused the

recliner because he found the Saddle recliner was damage. Mr. [redacted]’s

delivery was completed on 6/30/14; Mr. [redacted] received his

Saddle recliner in good order. Mrs. [redacted] signed the delivery ticket

acknowledging all items were received in good order.

After researching

Mr. [redacted]’s complaint we found he contacted us on 7/10/14 which was 14-days after his initial delivery; stating one of

his box springs bottom dust cover was torn, his bedroom furniture, his sofa and

loveseat was scratched, and the rails were delivered without screws and falling

off frame. A service call was set-up on 7/30/14; upon the inspection the

serviceman did find multiple items had been damaged. We attempted to

contact Mr. [redacted] on 8/04/14, to advise him the

damages were reported two weeks after delivery and although they were

noticeable we are unable to determine when the damage occurred since they were

received in good order. At the time of purchase Mr. [redacted] received a

copy of Conn’s Return and Exchange Policy which states: A $129.00 exchange fee will

be charged on all exchanged merchandise unless original merchandise has been

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

original merchandise fails within 24 hours of delivery or 72 hours if purchased

with a Retail Service Agreement (RSA). Mr.

[redacted] did not contact us in a timely manner regarding the damages reported

therefore we are unable to honor his request to return or exchange the items

purchased.

If we may be of

further assistance, Mr. [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, As Conns service center is aware, I had my son open the house to allow the delivery of the Items. My Mother was admitted to the hospital and was in ICU. I had to leave immediately to go see her. This was in South Carolina. Upon my return is when I found the damage to the items and called them to exchange these items. They was the one to set up inspection date not me. the have delayed the exchange and repair. They offered me 200 discount . I informed them I did not buy scratch and dent items and I refuse to pay for these items. They will exchange or come get these items. I have continued to pay to protect my credit ,however if this issue is not resolved buy October I will stop future payments and contact an attorney. Best regards, [redacted]

Review: We bought a dish washer from Conn's on February 11, 2014. We used it twice, by the second time we used it we noticed the dishwasher was leaking and my wood floors were wet. I contacted Conn's and they said the earliest they could get someone out to look at the dishwasher will be on February 25, 2014. I explained my concern about the wood floor in the kitchens getting damaged and needed them to fix it as soon as possible before it damaged my wood floors in the living room as well.On February 25, 2014, Mr. [redacted] came over to look at the dishwasher and he stated that the water line on the dishwasher was not tight during installation. He also stated that Conn's will pay for the damaged floors. He took pictures and videos and said that he will forward them to Conn's and that they will contact me in 24 hours. He also stated that he couldn't turn the hot water valve to the dishwasher because there was a leak, which was damaged during the installation of the dishwasher. He said we needed to fix it before they could do anything. That was fixed the same day, since we were promised contact within 24 hours. However, the dishwasher continued to leak. Waited until March 3rdand we had still not heard from anyone. Called Conn's to find out what was going on. All they could tell me was that my ticket was closed on February 26th, without even contacting me, because they said it wasn't a service issue and it was a delivery issue. Expressed my concern again about my kitchen and living floors getting damaged. The employee stated that all she could do was open another ticket and they will contact me within 72 hours. On March 6th, contact Conn's again and was told by the representative to have patience. I explained that I was told 72 on March 3rdand I really needed the dishwasher fixed, because my floors kept getting damaged. The representative asked me again to have patience and they will try to expedite the issue and to allow 24-72 hours again.Once again gave them enough time and contacted them on Friday, March 14th. At this time they tell me they can't do anything because it wasn't a delivery issue and it wasn't a service issue. I explained how I was being bounced around and nothing was getting done and all was asking is for them to fix my dishwasher and now fix my floors. The representative asked me to allow 72 hours and that all they could do was open another ticket. By this point I was very frustrated, I asked to speak to a manager and I was told that they couldn't let me speak to a manager because it was a service issue. Then she said she'll transfer me to a supervisor in Austin, TX and they should be able to help me. I spoke to Mr. [redacted] stated since it was the end of the week he didn't have anyone available, but will make sure to send someone by the beginning of the following week. He also stated that he will send me an email over the weekend to let me know if someone will be over to look at the dishwasher. I expressed my concern about the floors to him as well and asked him to please expedite the issue. He provided me with a direct number.On Wednesday March 19thcontacted Mr. [redacted] since I had not heard from him by email or by phone. I explained to him that I didn't know what to do anymore. We have gone through so many towels trying to keep the floors from getting more damaged. His reply was that he will have someone come over the very next day, Thursday March 20th. On Friday March 21stcontacted Mr. [redacted] once again and explained how frustrated I was with the whole situation and couldn't believe that my floors were so damaged already and they were still not taking any actions. Mr. [redacted] then pretty much started screaming at me and pretty much saying that we were using the dishwasher on purpose. I stated we only used it twice and I've been actively calling and every single time I have mentioned my concerns about the floors, but they had not made an attempt to fix or even come take a look at the dishwasher. Mr. [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

What I will like Conn's to do is:-Take the dishwasher back-Return the full purchase price including the warranty and-Fix my wood floors in the kitchen and the living roomPlease help us file this complaint and resolve the issues.

Business

Response:

Our records show on 2/11/14, Mrs. [redacted] purchased a Samsung dishwasher with a 48-month Repair Service Agreement from us. Our records show Mrs. [redacted] was scheduled for delivery and received her dishwasher on 2/12/14. Our records show on 2/21/14, Mrs. [redacted] contacted us regarding her dishwasher; stating the unit was leaking water from underneath. A service call was set-up for 2/25/14; during the assessment the technician found the dishwasher line was not connected properly and the unit could not be cut off completely due to the valve under the sink could not be turned off completely. After reviewing Mrs. [redacted]’s complaint we are unable to determine if the valve was damaged during the initial delivery or the days prior to Mrs. [redacted] contacting us for service therefore, her claim was denied.

Review: I applied for credit to purchase a computer from conns on [redacted]. So far I had made 3 on time payments. I have a credit monitor sercice and I've noticed that they havent reported any of my payments. So I dicided to call custumer service. I was bounced from representative to representative and no one was able to help me. Im only asking to fix a simple problemDesired Settlement: I'm only asking conns to correct the problem and correct my credit report.

Business

Response:

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

concerns regarding account #[redacted]

stated he has made three payments on the account; however, we are not reporting

the information to the credit bureaus.

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

retail installment contract on [redacted]. We have been reporting accurate information

to all three credit bureaus since the account opening date.

Please note it could take the three credit bureaus 30-60

days to update [redacted] credit file. We

are obligated to report factual information to the credit bureaus. If [redacted] believes we are reporting

in error, we ask that he fax a copy of his credit report to [redacted] for further review.

Review: I purchased a tv, sofa, and recliner from this store. Sofa and TV were fine. Recliner came about 2 weeks AFTER it was promised. The day after it was delivered (June 19th) I noticed the cup holders were scratched, the bottom was slightly torn, and when I sat down to use it I pushed the recline button and heard a strange sound and the thing stopped working. I immediatly called the store and was put on hold just to speak to a manger for 25 minutes. I was disconnected and called back and spoke to someone else that took all my information and claimed they put it in the system. Was told someone would contact me the next day (June 20th),nobody did. I called again and they said they would arrange for a replacement. A week went by and still no contact so I went back to the store, was told a manager sent and email and to expect a call soon. Again no contact, no service, no letter, no phone call. Then I went back to the store and was told there was no evidence in the computer that I had ever made a complaint! WOw! Back and forth for a month now and nothing has been done, just the given the run around by every one. Now almost 2 months later still no recliner, and still paying for a broken, useless thing. Customer service keeps calling that they'll bring a new one and never do. I am tired and sick of this horrible service and theft Conn's commits against their customers. There has been numerous attempts on my end to get my recliner replaced, too many to list. And Conn's isnt keeping track of it. They even sent a letter to GE saying that I had never filed a complaint which is a flat out lie!Desired Settlement: I would like a replacement for my broken recliner and a refund for these 2 months that I have been paying for a recliner that doesnt work and is torn. I have tried numerous times to get a new one or for them to just come pick up this piece of crap and nothing!

Business

Response:

Thank

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

records show on 11/25/11,

Mrs. [redacted] purchased a Samsung refrigerator with a 48-month Repair Service

Agreement and delivery totaling $2,465.02. Mrs. [redacted] was scheduled

for delivery and received her refrigerator on 11/26/11 in good order. Mrs.

[redacted]’s contacted us on 3/19/14;

stating she had ice build-up at the bottom of the freezer. A service call

was scheduled for 3/26/14;

during the inspection the technician removed the ice build-up from freezer

drain, the refrigerator had a good temperature, and tested ok. Mrs.

[redacted] contacted us again on 8/04/14;

stating she had ice build-up at the bottom of the freezer. A service call

was scheduled for 8/06/14;

during the inspection the technician cleaned out the drain line and the

refrigerator tested up to the manufacturer specifications. At this time

we are unable to honor Mrs. [redacted]’s request to return or exchange

refrigerator; based on Mrs. [redacted]’s service history her refrigerator does

not meet the qualifications. We

attempted to contact Mrs. [redacted], however we were unable to reach her at

this time. If Mrs. [redacted] feels her

refrigerator is still not working properly we will need to schedule a service

appointment to determine if a replacement or repair is warranted.

If

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

at [redacted]

Kind

regards,

Consumer

Response:

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

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

This was incorrectly sent to me. I am not Mrs. [redacted] I am Mr. [redacted] which goes to show how Conns doesn't even know what they are foo by sending me information about a whole different complaint that has nothing to do with me!

Regards,

Business

Response:

The previous response

to Revdex.com# [redacted] was sent in error. Our

records show on 6/07/14, Mr. [redacted]

purchased a Corinthian Lowery reclining sofa and a Southern Motion Tango power

recliner with a limited 1-year manufacturer warranty on both items. Mr.

[redacted] also elected to have his items delivered bringing his purchase total

to $2,062.13. Our records indicate Mr. [redacted] was scheduled for

delivery on 6/09/14; at the time of

delivery Mr. [redacted] found the recliner was damage therefore it was refused but

he received the sofa in good order. Our records show Mr. [redacted]

received his new recliner on 6/18/14 in good order.

After reviewing Mr. [redacted]’s complaint we did not find where Mr. [redacted] has

contacted us regarding any issues prior to receiving his GE dispute on 7/14/14.

At that time Mr. [redacted] was advised we were unable to honor his request to

exchange or return his recliner; however he could contact our service department

to assess his repair needs. Mr. [redacted]

contacted our service department on 8/5/14 and a service appointment was

scheduled. Upon inspection the

serviceman found the A/C adapter was broken and Mrs. [redacted] also pointed out

tears on the bottom edges of both arms and scratches on cup holders. We attempted to contact Mrs. [redacted] on

8/18/14 to advise her that the scratches and rubbed marks were not covered by

the manufacturer’s warranty and had not been reported at the time of

delivery. The A/C adapter was covered

and shipped directly to Mrs. [redacted] we were advised the part was received by

Mrs. [redacted] and has been installed.

If we may be of further

assistance, Mr. [redacted] may contact Customer

Service at [redacted]

Kind regards,

Review: In [redacted] my [redacted] entered the store on [redacted]. in [redacted] and asked the pay off balance for our account and gave them that amount. Over a year went by with no contact from Conn's and we were under the impression that all was well.

[redacted] of this year I recieved a phone call from Conn's stating that our regular monthly payment was do and that we had a payoff balance of over $[redacted]. When I spoke to customer service a lady told me that the amount we paid in [redacted] (the amount paid at that time was $,[redacted]) was not actually the entire pay off amout so our payment was divided into monthly payment while we continued to aquire intrest on the entire amount. When I explained the situation she checked the records and said that we were just over $** short of paying the full amount and she would check with corporate about allowing us to pay that amount and being done with it.

After a small amount of time passed we began getting phone calls saying that it was our fault the wrong amount was paid in [redacted] and it's their practice to seperate large payments into monthly payments and that we are just out of luck and needed to pay. We are also being told now that the amount paid in [redacted] was $** short not $**. They have also begun threatening my credit.Desired Settlement: I believe that if they had any appreciation for customers that have spent thousands of dollars in thier store in the last four years (well over $[redacted]) they would allow us to pay whatever we were short of paying off the balance in [redacted]. At this point I am thoroughly convinced that that is not the case so I would be willing to accept it if they would take the payment made in [redacted] and apply it to the principal balance at that time. If they would do that I would be willing to pay that amount along with the interest that could be aplied to only that amount. I would also want my credit to be cleared of anything they have put on it regarding this matter.

Business

Response:

Thank you for

the opportunity to respond to **. [redacted]’s concerns regarding account #[redacted]. **. [redacted] stated his [redacted] made a payment on

the account in [redacted] in the amount of $[redacted] and this should have

closed the account.

According to

our records **. [redacted] called our automated system on [redacted] and was

given a payoff quote if $[redacted]. On [redacted], **. [redacted] submitted a

payment in the amount of $[redacted]. Then, **.

[redacted] submitted another payment in the amount of $[redacted] on [redacted];

however, he did not request an up-to-date payoff quote at that time and the

outstanding balance was not paid in full.

**. [redacted]

did not receive any further communication about the account because the account

was in paid ahead status and the next payment was not due until [redacted]. On

[redacted] called our automated system again and received a

payoff quote of $[redacted].

As of September

18, 2014, the payoff balance on the account is $[redacted]. This balance includes a past due amount of

$[redacted]. Please note, the payoff balance

is updated daily. If **. [redacted] would

like to pay the account balance in full, we ask that he call the day he plans

to submit the payment for an up-to-date payoff quote.

Consumer

Response:

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

As I stated in my original complaint the payment of $[redacted] was made in person in the store with the stated understanding that it was the proper amount to pay off the account. Even if that understanding was incorrect it was stated plainly to the person that took the payment and we were left with the understanding that it was correct. The part of all this that I see to plainly be bad business practice is that a payment so large and so close to the payoff balance would be split into multiple monthly payments thereby ensuring that all their interest could be collected instead of being applied to the principal of the loan. I have yet to speak to a single person (outside of Conn's collection office of course) that does not agree that this is shady practice and bad treatment of what at the time was a loyal customer. I would like to point out again that the first person I talk to in Conn's customer service department agreed that it was an illogical assumption to believe we wanted to pay all but around $** of our account, to have it split into over a years worth of monthly payments. She attempted to do the proper thing and put in a request for us to be able to pay the amount we were short when we made the major payment last year and be done with it. Her request was obviously denied and frankly I would be surprised to find out that she still worked there. It is plain to me that Conn's is only interested in taking what they can get away with and not in properly caring for their customers. This is something that I think should be plainly reflected in there rating with the Revdex.com.

Regards,

Business

Response:

Thank you again

for the opportunity to respond to **. [redacted]’s concerns regarding account

#[redacted].

**. [redacted]

stated his [redacted] made a payment in the amount of $[redacted] in the store. When a payment is processed in the store, the

receipt has the remaining payoff balance printed on the receipt for the

customer to retain for their records.

If **. [redacted] would like to pay the account balance in

full, we ask that he call the day he plans to submit the payment for an

up-to-date payoff quote.

Review: We became Conns customers on 07/28/2014 by purchasing a Samsung washer and dryer. We received excellent customer service in the purchase process. On 09/20/2014, our dryer stopped drying clothes. We did not elect the Conns extended warranty, so we contacted Samsung. Samsung sent an A&E technician to our home on 10/03/2014. He informed that the computer board in the dryer needed to be replaced. On 10/11/2014, an A&E technician was sent out to install the computer board and the installation of the computer board did not fix the issue. The A&E technician advised that he believed that it was a heating element. He went to get the heating element, came back and installed it and that was not the problem either. The technician then stated that he believed the computer board they ordered was bad, so another order was placed. The same A&E technician came back out on 10/18/2014 to install the computer board and this did not work either. He contacted a process engineer, that had him continue to test the dryer. The process engineer stated that it could be the motor and submitted a request for a new motor. The technician disputed the process engineer, stating that the motor is working properly. At that time, the A&E technician suggested we contact Conns to request a new dryer, because there is definitely something wrong with this dryer. He stated that we will continue to have problems and once the warranty goes out it will start to cost us. We have previously contacted Conns in the process, and they have sent someone out during a time that we were not at home. I contacted them on 10/18/2014 and they advised that they could send someone out on 10/25/2014. On this contact (10/18/2014), the agent I spoke with was rude and spoke over me several times. We have filed a Revdex.com complaint on Samsung and spoke with someone from their president’s office and they are still scheduled to come to our home on 10/25/2014. They are still trying to install different parts and figure out the issue. The fact that the A&E technician suggested that we replace this dryer as soon as possible, because we will continue to have problems really scares me. I have been unable to dry clothes in my home for over a month. This is costing my family money and time. My husband and I have made several calls to Conns and Samsung. My husband has gone to the Conns location and spoken with the manager and received no resolution. I am really pleading for your assistance in this matter. I am requesting a replacement of my washer and dryer as they were purchased as a set. I do not want any Samsung products. At the very least, I am requesting a replacement of my dryer. Again I do not want a Samsung product.Desired Settlement: I am requesting a replacement of my washer and dryer as they were purchased as a set. I do not want any Samsung products. At the very least, I am requesting a replacement of my dryer. Again I do not want a Samsung product.

Business

Response:

Thank you for the opportunity to

respond to Mrs. [redacted] complaint.

Our records show on 7/26/14, Mr. [redacted] purchased a Samsung washer and

dryer both with a 1-year limited manufacturer’s warranty.

We received Mrs. [redacted]’s

complaint and found she placed one service call with Conn’s on 10/10/14,

stating the dryer is not heating. A service appointment was scheduled for

10/25/14; however Mr. [redacted] informed the technician that another company was

scheduled to complete repairs therefore the service order was cancelled. We

have no indications of any issues Mrs. [redacted] is experiencing with her

washer.

At this time Mrs. [redacted]’s washer

and dryer does not meet the qualification for an exchange. Mr. and Mrs. [redacted]

have been made aware that a Conn’s technician would need to come out and assess

the dryer to determine if the unit can be repaired or if an exchange is necessary

under the Terms and Condition of the manufacturer’s warranty. Mrs. [redacted]

may contact Conn’s service department at [redacted] to schedule an

appointment to have a technical assess her dryer.

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

Customer Service at [redacted]

Review: I BOUGHT A MATRESS SET ON *-7-2014 W/ A 48 MO REPAIR SERVICE AGREEMENT & AN ELITE MATT PROTECTOR. BY MID AUGUST I WAS CALLING THEM TELLING THEM THAT I HEARD LIKE IT WAS MAKING A CRACKING NOISE WHEN I WOULD GET ON MY MATRESS. THEY CAME TO MY HOUSE CHECKED IT OUT, SAID FOUNDATION WAS BROKEN, TOLD ME IT WAS MY FAULT. MY TOTAL COST W/INTEREST IS 1,380.15. I HAVE CALLED NUMEROUS TIMES HAVE SPOKEN TO DIFFERENT MANAGERS, ARTURO ON **-1-2014, A MIKE AT THEIR WAREHOUSE, A [redacted] ON **/22/2014 AN ALEX ON *-2*-2014 @ *:2* AM, AND NO ONE RETURNS MY CALLS. I HAVE GONE IN PERSON TO THEIR STORE AND SPOKE TO A JEFF MOXAYGEMBA, WHO TOLD ME TO CALL CONN'S SERVICE PROVIDING ME WITH A NUMBER WHICH IS WHEN I SPOKE TO [redacted], AND AGAIN NO ONE RETURNS MY CALLS!!!Desired Settlement: I WANT THEM TO GIVE ME A BRAND NEW FOUNDATION, IF THAT IS THE PROBLEM. THEY HAVE SAID IT IS MY FAULT AND HAVE DONE NOTHING. I WAS TOLD BY [redacted],ON **/22/2014 THAT I HAD TO MAKE MY PAYMENTS OR THEY WOULD REPORT ME TO THE CREDIT BUREAUS, AND SHE WOULD SEE WHAT SHE COULD DO AND NEVER RETURNED MY CALL. I WANT TO GET WHAT I AM PAYING FOR, IT IS UNJUST WHAT THEY ARE DOING TO ME.

Business

Response:

Thank you for the opportunity to respond to [redacted]

complaint. Our records show on */07/14, [redacted] purchased

a [redacted] queen mattress with a 48-month [redacted] Plan and a

[redacted] Sleeper queen box spring with a 48-month [redacted]

Plan. [redacted] elected to pick up her mattress and box spring from

her local Conn’s warehouse in [redacted], TX; we show [redacted] signed

acknowledging her items were received in good order.

We show [redacted] contacted our service department on **08/14 regarding her mattress; stating the mattress was sinking in

the middle and making a cracking noise. A service call was scheduled for */18/14; during the inspection the serviceman found the mattress had a ¾

inch body impression in the center. The serviceman also inspected the box

spring and found the middle cross beam was broken; the serviceman notated the

box spring had no center support which is not the proper support.

At this time [redacted] mattress and box spring does not meet

the qualifications for an exchange, therefore we are unable to honor [redacted] request. Although, the serviceman found [redacted] mattress

had a ¾ inch body impression this is considered normal with use. [redacted]

Mattress Warranty Information Guide states: sagging and body impressions that

measure 1 ½ inches or less are not covered; [redacted] also requires for a queen

size bed to have an appropriate frame with a rigid center support that extends

to the floor.

We have attached a copy of [redacted] Mattress Warranty Information

Guide in our response.

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

Review: Ever since day 1 ([redacted]) my [redacted] and myself [redacted] financed the washer-dryer combo-1pc/[redacted] Model/Serial ([redacted]) which was on clearance and was the floor model through Conns HomePlus ([redacted])and we have had problems with the customer service such as them not being able to deliver the product on time. We financed the unit and it was promised to be delivered within 2 days, well needless to say I had to pick it up and install it myself. The washer/dryer combo worked fine until ([redacted]). My [redacted] called the service center that day and sceduled the only open appointment ([redacted]) for the service people to come fix/inspect the unit. A **ntleman came and inspected the unit and said he would need to order parts to fix it which was a heatting element for the dryer,struts and shocks for the washer and it could take 3 to 5 days for them to arrive. The parts arrived on ([redacted]) which is when my [redacted] got a call to schedule a repair day. The service center was trying to **t the appointment made for [redacted]) but because my [redacted] and I work she asked for a different date and they offered next [redacted]) but still we both work so she asked for maybe [redacted] coming up ([redacted]) and they agreed. Well ([redacted]) came and she yet again got a call from a **ntleman that said well I was going through the parts ordered and relized that even though they have the ordered ones they need another part which would take an additional 3 days to 5 days maybe lon**r.. My [redacted] then went on telling the **ntleman that this is crazy because we have been waitting for 3 weeks already for parts and labor. The service **ntleman then said because of all the problems with this wash/dryer combo and how long it was taking he was going to put in a ticket/email to **t my unit replaced with another one.Desired Settlement: The repair of the unit at a resonable time frame so I dont have anymore expenses from going to do my laundry at the laundry mat plus a refund of the money spent on having to use the laundry mat and live up to their 100% customer service satifaction or if the whole unit is replaced no out of pocket cost even if it has to be replaced with a newer model.

Business

Response:

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

complaint. Our records show on [redacted]; **. [redacted] purchased a [redacted]lpool

stackable washer and dryer with a 24-month Repair Service Agreement Plan.

We received **. [redacted]’s complaint and found he contacted our

service department on [redacted] stating the bottom washer drums bang and makes

clicking noise during all cycles and the top dryer takes a long time to dry

clothes. A service appointment was scheduled for [redacted]; upon inspection the

technician found parts were needed to complete repairs. Our records show there was

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

[redacted]; we submitted a request to exchan** the unit.

On [redacted], Conn’s approved **. [redacted] to re-select another

stackable unit in the amount of $[redacted] which was the original amount paid for

the unit. Our records on [redacted]; **. [redacted] received his new ** stackable washer

and dryer. As a **sture of goodwill, Conn’s also submitted a $100 gift card to

be mailed to **. [redacted]. We sincerely apologize for any inconvenience **.

[redacted] experienced as a result of the delay.

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

[redacted].

Sincerely,

Consumer

Response:

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

[Provide details of why you are not satisfied with this resolution.] I [redacted] do not agree that the matter is solved. From the very start my [redacted] and I have had problems dealing with the washer /dryer combo, them (Conns) had problems **tting it to my home, it needing repairs, a month of waiting for the unit to be fixed, the day comes for it to be fixed and not enough parts were ordered, waiting another week or so for an approval on an exchan**, calling to make sure they (Conns) have a unit to beable to exchan**, being told one thing but when my [redacted] and I **t to the store ( I was distracted/ not paying attention and wrote it down wrong), Then go talked to both mana**rs at that store and they were both not very nice at all ( just give them a refund to be done with this and them and **t them out of my store). Through all the problems with Conns they offer a $100.00 Conns gift card thats it take it or leave it thats all we will do... Really! of course its no problem for them because they are not out of pocket nothing its just going to come right back to them. Im now out of pocket for having to go to the laundry mat to do my laundry for a month, out of pocket hundreds for financing the first washer/dryer combo and now Im out of pocket hundreds for the new one aswell! How is that in any shape or form fair or just?

Review: ON [redacted] MY [redacted] AND I, [redacted] WALKED IN TO CONNS LOCATION: [redacted] TO BUY A LAP-TOP AND [redacted] ONE BUNDLE FOR MY [redacted] AND [redacted] WAS OUR SALES REPT. **. [redacted] WAS BEEN OUR SALES REPT FOR OVER 5+ YEARS SINCE [redacted] XFER TO [redacted],LA. OVERALL WE HAVE BEEN CLIENTS OF CONNS AS FAR AS [redacted]. EVERYTHING WE HAVE TAKEN OUT NOT ONE TIME LATE AND PAID AS AGREED ON OVER 100+ ACCOUNTS, PROOF WE HAVE. GOING TO WHERE I AM TRYING TO GET IS THAT ON [redacted] WE BOUGHT 2 ITEMS LAP-TOP $[redacted] AND [redacted] WITH WARRANTY ON EACH $[redacted] AND $[redacted] ON A 12 MONTHS PLAN WITH A APR OF [redacted]%. PAYMENTS OF $[redacted] ALSO IT LOOKED LIKED THEY THREW IN $[redacted] WITH OUT MY CONSENT AND SIGNATURE. ALSO WE NEVER GET PROPERTY INSURANCE FOR THE REA[redacted] WE HAVE HOMEOWNER INSURANCE. 3 DAYS LATER WE WENT BACK TO THE SAME TO TAKE BACK THE LAP-TOP THAT WE NO LONGER NEEDED. WE GOT CREDITED BACK FOR BOTH THE LAP-TOP AND WARRANTY. $[redacted], TOTAL OF $[redacted] TAX. SO LEAVING THE BALANCE AS OF 1[redacted] AT $[redacted]. WE HAD PLANS TO LEAVE TO [redacted], FL AS OUR USUALLY [redacted] TRIP TO [redacted]. GETTING BACK I TOLD MY [redacted] THAT I AM GOING BACK TO PAYOFF THE ACCT ASAP LIKE WE DO EACH TIME. ON [redacted] WE SHOWED UP TO THE STORE OFF [redacted] TO CANCEL THE WARRANTY OF $[redacted] ON THE [redacted]. THE YOUNG GIRL STATED THAT IT SHOULD TAKE NO LONGER THAN 10 DAYS TO SHOW IN EFFECT. LEAVING THE BALANCE ABOUT $[redacted]. OK SO ON [redacted] WE GOT BACK TO THE SAME STORE OFF [redacted] SPOKE TO THE MANAGER **. ESCAOBAR. NICE GUY BUT SEEM LIKE HE SHOW NO CARE IN OUR CASE, WHEN I ASKED WHY THE WARRANTY HAS NOT BEEN TAKEN OFF. HE STATED THAT HE HAD NO CHARGE OF THE SYSTEM AND WE HAD TO CALL CUSTOMER SERVICE. SO WE DID RIGHT THERE AND THAN, [redacted] OR [redacted] HELPED AND STATED THAT THE GIRL FAXED THE WARRANTY FORM TO THE WRONG NUMBER. SO WE COMPLETE A NEW FORM AND FAXED IT TO THE NEW FAX NUMBER AND [redacted] STATED BY THAT FRIDAY 01/16/2015 IT SHOULD BE REMOVED. ALSO I PAID TOWARDS THE BALANCE THAT I SHOULD HAVE HAD OF $[redacted] IN THE AMOUNT OF $[redacted] PAID. SO I SHOULD HAVE HAD A BALANCE OF $[redacted]. OK SO I CALL CUSTOMER SERVICE ABOUT 2 DAYS LATER TO SEE WHAT THE BALANCE WAS. THE LADY WAS SO RUDE AND STATED THAT THE BALANCE WAS ABOUT $[redacted] AND SOME CHANGE. I SAID WHAT!!!!!!!!!!!! SHE SAID THAT $** AND SOME CHANGE WAS INTEREST ADDED TO THE ACCT. SO CONNS ADDED $** AND SOME CHANGE ON INTEREST FOR ABOUT 30 DAYS ON A BALANCE OF $[redacted]. SORRY I HAVE DEGREE IN FIANANCE AND BEEN IN FINANCE INDUSTRY SINCE 05/[redacted]. ON A BALANCE OF ABOUT $[redacted] WITH A APR OF [redacted]% SHOULD HAVE NOT EARN NO MORE THAN $** IN INTERST. ON TOP OF THAT I WAS STILL BEEN CHARGE FOR THE $[redacted] PLUS TAX AND $[redacted] ON THE ACCT [redacted] STATED ON [redacted] WHEN I MADE ANOTHER $[redacted].** PAYMENT. WE CALLED ON [redacted] MYSELF AND CONNS REPT [redacted] AND MANAGER [redacted] BECUASE THEY WERE EVAN CONFUSE. I SPOKE TO A [redacted] A WOMAN WHO WAS KINF AND STATED THAT SHE WAS CONFUSE HER SELF AND HAD TO TAKE THE ACCT TO A UPPER MANAGERMENT FOR REVIEW. ALSO I FAXED THE WARRANTY AGAIN AS WELL MY HOMEOWNERS POLICY TO TAKE OFF THE $[redacted] PLUS TAX AND $[redacted] OFF THE ACCT TO HER. SHE PROMISE ME THAT SHE WILL CALL ME BACK ON [redacted] TO RESOLVE THIS ISSUE. AS OF TODAY I CALLED [redacted] THE SALE REPT FROM CONNS, [redacted] STATED THAT THEY WERE SO RUDE FROM THE ACCT OFFICE AND HUNG UP THE PHONE ON HIM AND THAT A SUPERVISOR WILL CALL HIM BACK IN REGARDS TO THE ACCT. HE STATED LIKE A TRUE AND HONEST SALES REPT THAT HE WAS JUST GOING TO PAYOFF THE ACCT HIMSELF WITH HIS OWN $ TO CALL IT EVEN. HE AND IS MANAGER [redacted] KNOWS FOR A FACT THATT CONNS IS STEALING $$$$$$ FROM ME. AS OF TODAY THE BALANCE IS ABOUT $[redacted] AND STILL BEING CHARGE INTEREST. I CAN MANN UP AND STATE THAT I AM NOT PAYING $[redacted] AND SHOULD ONLY OWE ABOUT $** REVIEW EACH PAGE I HAVE ATTACHED AS MYH PROOF AND DO YOUR MATH AND HE SHOULD BE A BALANCE OF ABOUT $**. EASY AND SIMPLE $[redacted] PLUS TAX $** PLUS 30-35 DAYS OF INTEREST OF [redacted]% INTEREST ABOUT $**. MINUS BOTH $[redacted].** AND $[redacted] SHOULD LEAVE A REMAINING BALANCE ABOUT $**. ROUGHLY. GIVE OR TAKE SOME CHANGE. I DID SOME RESEARCH ON CONNS AND FOUND NUMBER OF COMPLAINTS IN REGARDS TO THEIR PAYMENT STRUCTURE. I HOPE THIS GETS TO AN AREA WHERE CONNS IS AUDITED AND TAKEN TO COURT ON SOME LAW SUIT FOR IMPROPER FINANCE INSTALLMENT CONTRACTS. I JUST WANT TO CLOSE THIS ACCT AND I PROMISE HAVE NO BUSINESS WITH CONNS NEVER. YOU CAN TELL WE WENT A WHILE WITHOUT BUYING FROM CONNS. ONLY REA[redacted] WE BOUGHT THE [redacted] ONE, IS THAT, THEY WERE THE ONLY CENTER TO HAVE THE [redacted] ONE CALL OF DUTY BUNDLE. TRUST ME IF BEST BUY HAD IT, I WOULD HAVE BOUGHT IT FROM THEM.. LATELY YOU CAN CONTACT BEST BUY AND WE HAVE SWITCH OVER TO BEST BUY FOR PRICE AND SERVICE.Desired Settlement: CLOSE MY ACCT. AND NEVER STEP FOOT IN ANY OF CONNS STORE AGAIN. CLIENT OF CONNS FOR OVER 20 YEARS.

Business

Response:

Thank you for

the opportunity to respond to **. [redacted]’s concerns regarding account #

[redacted]. **. [redacted] stated the account

should be closed.

According to

our records, **s. [redacted] signed a 12-month retail installment contract on [redacted](. On [redacted] the

laptop was returned to the store and a credit of $[redacted] was applied to the

account. An additional credit in the

amount of $[redacted].** was applied to the account on [redacted]. **. [redacted] submitted a payment in the amount

of $[redacted] on [redacted] which closed the account.

**. and **s.

[redacted] will receive a close out letter within 30 days of the account closing. I have attached a copy of **. and **s. [redacted]’s

payment history for their records,

We value **.

and **s. [redacted] as customers and appreciate them bringing their concerns to our

attention. Thank you,[redacted]

Review: I purchased a Samsung dishwasher DW80H930US on December 5, 2014 in the amount of $699.99 in addition to a repair service agreement in the amount of $109.99. The dishwasher was installed on December 6th. On December 20, 2014, the dishwasher began to beep and was draining repeatedly and given an "LE" message. At the time of purchase, my salesman [redacted] said to call him if we had any issues with the appliances I had purchased. I called [redacted] and he said he was going to look up the code and call me back. He never did. I called him again and he said he would contact service repair for me and never did. I called the service department myself and scheduled a repair for December 22, 2014. The representative indicated that someone would call me between 9-11 am to confirm the time for the service repairman to arrive. Service never called me back and at 3:35 pm the serviceman called to say that he was at my home. I explained that I was not home as I never received a confirmation call. He said that the serviceman scheduled was sick and instead they asked him to come. After several more calls and visits to the Broadway store, a serviceman [redacted] finally arrived on December 29, 2014 to repair my dishwasher. I explained that the door was not closing properly and that the dishwasher kept beeping with an "LE" message. Before he left he said that there was evidence of door damage and I would need to wait a couple of days for him to submit the report so I could request a replacement. When he left the dishwasher no longer had the "LE" message but it is not rinsing the dishes properly as it is not draining the dirty water. I called the Broadway store on January 1, 2015 and explained that [redacted] asked me to follow-up with them on a replacement dishwasher. The sales representative I spoke with said that according to [redacted] repair the service request was closed as his supervisor had denied the replacement. She connected me with another service repair and [redacted] called me on January 3, 2015 and said he was going to submit another request to have the dishwasher replaced. I received a survey call from Samsung as to the quality of my repair and gave them all of the information I have indicated here. I still have yet to receive a follow-up call from Conn's as to the status of my request to replace the defective dishwasher.Desired Settlement: I want the Samsung dishwasher replaced with a new one that is not defective.

Business

Response:

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

Our records show on 12/5/14, [redacted] purchased Samsung

dishwasher with a 36-month Repair Service Agreement Plan.

We received [redacted]

complaint and found she contacted our service department on two separate

occasions regarding repairs on her dishwasher.

Review: I received a new refrigerator, stove, dishwasher and garbage disposal a week agol 02/14/15. The delivery man could only install the refrigerator and stove. It took several days to get someone out to install the dishwasher and I am still waiting, more than a week later, to get someone out to install the garbage disposal. Their service people keep awfully late hours, and never seem to be in [redacted] before at least 6 pm, the times they have actually arrived, it has been closer to 9:00 pm. This is highly inconvenient. Please help me get this installation done.Desired Settlement: To get done with this transaction, rapidly and with limited additional inconvenience.

Business

Response:

Thank

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

on 2/8/15, [redacted] purchased a GE refrigerator, electric range, dishwasher

and disposal. [redacted] elected to purchase Conn’s Installation to install her

dishwasher and disposal.

We

received [redacted] complaint and found she was scheduled for delivery and

installation on 2/15/15. Our records show Conn’s delivery team was able to

install [redacted] refrigerator and range however; the dishwasher and

disposal required additional equipment for installation therefore we were

unable to install at the time of delivery. Our records show we completed

installation on the dishwasher on 2/17/15 and 2/25/15 for the disposal.

We

sincerely apologize for any inconvenience [redacted] experienced as a result of

delay. We will mail [redacted] a $50.00 gift card for customer satisfaction;

please allow 7-10 business days to receive.

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

customer service at [redacted].

Kind

regards,

Review: I initially opened an account with the company in 2012. About every other month I would receive notices from Conn's about my available credit and inviting me to come into the store to purchase more merchandise. In July 2014, I went into Conn's and purchased a washer and dryer. At that time, I had $4,000 in available credit and the washer and dryer was roughly $ 1700. I received a new coupon payment booklet and I begin to make my payments according to the new payment. At no time, was I told that I was opening another account; nor would I have opened a second account since I had available credit on my existing account. In mid-November I started receiving multiple calls a day from Conn's demanding $9.00 in late charges. Since the amount was so little I decided to wait until I made my next payment and just add $9. When I went to make my payment online, I accidentally locked myself out of the account. I had to call Conn's to get my account unlocked and that is when I discovered that I had 2 open accounts instead of my initial account. I was told by the customer service rep that she would take care of combining the accounts. I then made my payment online. The next day I was called 3 more times by Conn's. I informed them of my payment and that my accounts were supposed to be combined. I was told that perhaps the system had not updated. Today, I was called by Conn's and told that I still had two accounts and that it was my responsibility to fix the situation. I was also told that my credit was going to be negatively impacted unless I paid them $70. When I pointed out, that this was not a situation of my doing and that Conn's should fix the problem, I was told that I needed to go into a store and fix it myself and then $70 was demanded. I have paid my account (the only one I was aware of) each month.Desired Settlement: I would like for Conn's to fix their mistake and combine my two accounts into one. I also do not want my credit to be impacted since this was not my fault and I have been paying.

Business

Response:

Thank you for

the opportunity to respond to [redacted]’s concerns regarding the combining of

her two accounts.

According to

our records, [redacted] signed a 30-month retail installment contract on

December 29, 2012 which created account #[redacted]. This contract included a 12-month no-interest

financing promotion. [redacted] signed another

30-month retail installment contract on June 27, 2014. This contract created account number [redacted].

These two

contracts could not be combined because [redacted] has the 12-month no-interest financing

promotion on account #[redacted]. When

one contract has the no-interest financing promotion, it cannot be combined

with other retail installment contracts.

[redacted] has

not received any negative credit marks on either account. The next payment on account #[redacted] was

due on November 10, 2014 with a minimum amount due of $70.87. The next payment on account #[redacted] is not

due until January 10, 2015 in the amount of $100.13.

We value [redacted] as a customer and appreciate her bringing her concerns to our

attention. Thank you,Cheryle S[redacted]

Business

Response:

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

concerns regarding her accounts.

Review: My move occurred May 7, 2014, when I moved from a room in [redacted] to a two bedroom villa/apt. at [redacted] complex. The movers were quick and eager to move on to the next event, it seemed and I was excited to get out of assisted living. When we arrived at the villa/apt., the movers began to put my belongings away and asking me many questions and I lost track of my silver chest. I was very tired when they left and began to slowly put away the essentials. The sterling silver flatware was left to me by my mother and I haven't used it in several years as I have been recovering from a fall two years ago so I haven't looked for it until recently as I would like to send it to my son. I called the moving co. and spoke with one of the owners, [redacted], who told me that every-one always "blames the movers" but that I haven't had anyone in my apt. except my local son and his family and a one time cleaning lady with whom I stayed. [redacted] also told me he would check his records and call me back; he never did. I hesitated to accuse anyone of taking the silverware, however, after looking everywhere there is no other explanation for where it could have gone.Desired Settlement: The pre-owned value of the sterling silver was $3704.00. It was a service for 12 which included 12 extra teaspoons, 12 iced beverage spoons, 9 serving pieces in a pattern called [redacted] by [redacted] in a wooden chest. There is no price to put on the fact that this set belonged to my mother.

Business

Response:

To whom it may concern,

Review: I am in the process of having my home refinanced, but was having some problems because of the paid off account that I had with Conn's showed in the comments field "customer disputes." I contacted Conns on [redacted] and spoke with [redacted] and she gave me a ticket number and told me that someone would contact me within a few days. I waited for almost a week and no one called me back. I called on [redacted] and the representative informed me that Conn's never received a fax from me. I gave her the fax # I was given and that I had a confirmation on my side. She asked me to refax. I refaxe and waited. On [redacted] I called and got the same response. No one had received my fax. I asked to speak with a supervisor and she gave me her personal fax number and said she would stay on the line with me and ensure that the correct person received the fax. She told me she had received and was about to walk down the hall. On [redacted] I called Conn's back because I had recived a response from [redacted] and it stil showed "customer disputes." When I called Conn's on [redacted] I spoke with a [redacted] and she informed me that the fax had never been received and I needed to refax it to her and she would personally make sure it was did. I asked to speak with a Supervisor or someone in authority because I was highly upset that a supervisor had lied and I needed some reprimand since I had missed one lock date on my house and was about to miss another one. She informed me that they were doing new employee training and no one was available, but I could call back later.Desired Settlement: I would like Conn's to take the time to remove the comments "customer disputes" from my credit file and if they do not know how to do it, then they should contact [redacted]. I also provided them with the number that [redacted] gave me to give them in case they had questions. I also think they should refund me $500.00 fee I had to pay for this refinance process. It is because of them that I have not been able to get my home refinanced and I am still unable to until this matter is resolved.

Consumer

Response:

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

Regards,

Review: I paid off my a Television and warranty before six months in Sept 2012. Now Conns has credit collection calling me and reporting against my credit a year later. I have not ever received a call from them until now when I spoke to the first level customer service representative they saw too where my account had been paid but stated they would have to transfer the call to another level. The call was transferred and they are asking me to verify the last 4 digits of my social and I refused. I have never received any written communication or anything from CONN. My television was paid off in 2012 why am I receiving a call now? They need to quit calling my house and hatrassing meDesired Settlement: They need to reflect Positively on my credit because they never should be representing negatively.

Business

Response:

Review: Bought LG washer/dryer from Conn's Appliances on December 2013. Told Mgr. [redacted], was specifically looking for dryer to take odors and wrinkles from clothes--needed to save money on dry cleaning bill. Went to store one week after purchase, told mgr. dryer not taking odors/wrinkles from clothes. Was instructed how to use dryer-did so but nothing worked. Went to several Conns stores several times for help. Told two salesmen if dryer won't get odors/wrinkles out, I need to return it and get regular set. Told them I was not gonna pay for this expensive set if it doesnt do what I bought it for; If I have to take clothes to cleaners/iron,can use regular set. Each time was instructed by Conns something else to try but nothing worked. Salesmen finally admitted they did not know how to work dryer nor do they know for sure what dryer will/wont do-stated they were never trained on washer/dryer. I now believe Conn's salesmen were stalling me until my 30 days were past so I could not return mchdse. Had to pitch fit to get service scheduled for home. Had 2 yr. svc. warranty but LG told me No several times they were not going to send service person because dryer was working. It was not doing what I bought it to do but LG stated as long as not broken would not send anyone. I told them I would contact Revdex.com, they did send [redacted]s Appliance). [redacted] told me dry clean clothes should not be put in this washer or dryer. He said No dryer takes odors from clothes. He did put regular clothes in dryer to see if wrinkles would come out but to no avail; stating dryer not steaming as it should and that he would order some type of drum. After speaking with LG Corporate in Huntsville, AL, was told [redacted]s report stated nothing was wrong with my dryer. Spoke to [redacted] Appliance partner, his wife, who said her husbands report did not say anything was wrong with dryer and that it was working properly and no mention of a drum. Dryer does run but it does not take odors/wrinkles out, which is the only reason I bought it.Desired Settlement: Since the dryer did not take the wrinkles or odors out of my clothes as advertised by the Conn's salesman, the dryer manual, and the imprint on the product itself (steam fresh/wrinkle care/static control), I feel it is only fair that I be given another washer set as replacement for this one. I need a regular washer/dryer set. Joe's Appliance said NO dryer takes odors from clothes and any clothes that says "dry clean" should only be dry cleaned and not put in a washer/dryer.

Business

Response:

Thank you for the opportunity to respond

to Mrs. [redacted]’ complaint. Our records show on 12/07/13, Mrs. [redacted] purchased a LG

high efficiency washer and dryer with a 24-month Repair Service Agreement, two

LG pedestals, and delivery totaling $2424.67. Our records do not indicate

Mrs. [redacted] has contacted us prior to filing her Revdex.com complaint. We

attempted to contact Mrs. [redacted] but was unable to reach her at this time. We

have researched her concerns and found the set she purchased does have the True

Steam feature; details of the dryer features can be found online. Based

on Mrs. [redacted] complaint it appears this set will not meet Mrs. [redacted]

needs. Although, the 30 day Return and Exchange period has expired,

Conn’s is willing to extend Mrs. [redacted] the option with a 15% restocking fee.

Mrs. [redacted] will need to contact her local store to have exchange processed.

If we may be of

further assistance, Mr.

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

Kind regards,

Customer Relations

Business

Response:

We received Mrs. [redacted] additional comments. Our records

show the delivery check that was mailed has not been returned to sender

therefore we have placed a stop payment on the check and it has been reissued. Conn’s will fedex the check within 2 business

days to the address on file and provide Mrs. [redacted] a tracking number via email.

If we may be of

further assistance, Mrs. [redacted] may contact Customer Service 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 received the $86.59 check from Conn's. We can now close this case. It is such a shame that Conn's was not willing to work with me at the onset and resolve my problem amicably without having to bring the Revdex.com into it. Thank you Revdex.com for all of your help in this endeavor. It would not have happened with this outcome had you not gotten involved.

Again, thank you.

Review: We purchased a couch from the Waco location and after 1 month the frame broke while we were just sitting on it. We were told we had lifetime warranty on it and they would fix anything as long as it wasn't pen marks. We called and they sent someone to repair it. We thought the problem was fixed but after just a 2 weeks it broke again. We called and were told they were going to send someone but nobody ever came. We called again and they wouldn't send someone. They kept calling about us giving our payment but wouldn't send someone to fix our couch. We didn't want to pay until someone came and fixed it or they gave us a new couch! Finally after a month someone was sent but they didn't do anything. They saw it, said they couldn't do anything to fix it, took pictures and said we would get a call in less than 6 days. Never got a call. I gave them time but after two weeks I called. They kept saying they never got anything and apologized and sent someone else. This person saw it and told us it was un repairable but he would try to do something to make it look fixed. After he did that he said he would put in his notes that it was in repairable and that we should get a call soon. It broke again the next day and we never got a call. We asked to get a new couch but they said they can't do that until they make sure it is in repairable because the last man they sent did not tell them it was unrepairable like he said he would. So they said they would send someone out to verify that it is in fact unrepairable. This was 2 weeks ago and nothing has been done. We refuse to pay for something we can't use. We are getting really bad Customer service because a lot of the times that we call someone hangs up on us but they make sure to call when we miss a payment!Desired Settlement: We would like to either get a new couch or even better, our money back. We do not want to deal with Conns anymore. We would like it if Conns would take their furniture back and give us a refund of what we have spent so far. Horrible customer service.

Business

Response:

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

8/12/13, Mr. [redacted] purchased a Jackson

Axis sectional furniture set which consist of a right and left sofa with a

48-month FurnitureGard Plan. After further review, we show Mr. [redacted] has had

two completed service calls for the left sectional sofa with the last service

call being placed on 6/5/14; stating the repairs that were complete did not

hold up, wood frame is still broke on the bottom of the sofa. After reviewing

Mr. [redacted]’s service history, Conn’s has agreed to exchange the left sectional

sofa due to excessive repairs. We attempted to contact Mr. [redacted] on 6/10/14

to notify him of the approval for an exchange however; we were unsuccessful in

our attempt. We are unable to honor Mrs. [redacted]’s request to return the

furniture for a refund due to Conn’s Return and Exchange Policy.

If

we may be of further assistance, Mrs.

[redacted] may

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

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.

Review: On 5/19/14 my wife went into Conn's in Phoenix, AZ with a picture of a pricetag/sku that she had taken a couple months earlier when we were in the same store. The sales associate stated that although they no longer had them on display they were still in the warehouse and available for delivery. The name of the mattress she showed a picture of was "Serta i-series Celebration plush." The next day they delivered the mattress and I checked that the mattress tag matched the receipt which it did. Unfortunately what I did not realize is that the sales associate did not ring up the mattress we had asked for. The paperwork I was looking at said "Celebration King Fi" He sold us the "Celebration FIRM" and we did not realize this until the next day after trying to sleep on it. We called them back and the associate on the phone said come back in. We then spoke with manager [redacted] and told him we just wanted them to give us the mattress we asked for. He said they didn't have it and we would just have to pick out another one and pay whatever the difference was. I didn't feel this was a fair option, we did not want to pay more and we do not want a different mattress from what we asked for. I then called their customer support number and told them the same thing. Their reply was that we would have to pay an exchange fee since we accepted delivery. My wife gave them a sku number and they sold her a different mattress. I believe this was an intentional bait and switch; they offered a great deal on a mattress and then wrote the paperwork up for something else. My wife is pregnant and is having trouble sleeping on this mattress, this is why we replaced our old mattress in the first place. Unfortunately we disposed of that one to make room for the new one. My cell phone automatically records and saves all conversations so I have them available for reference if needed.Desired Settlement: We simply want the mattress that we were told that we were purchasing. SKU# [redacted] Serta i-series Celebration Plush. There should be no other fees on our part as this was a clear bait and switch attempt.

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted] complaint. Our records show on 5/19/14, Mrs. [redacted] purchased a

Serta Celebration king firm mattress, a Serta Elite mattress protector, and

delivery totaling $1,144.75. After researching Mrs. [redacted]’s complaint we

found there was miscommunication. Conn’s has agreed to exchange Mrs.

[redacted]’s mattress as an even exchange and waive the exchange processing

fee. Mrs. [redacted] may contact her local Conn’s store to process exchange.

If we may be of further

assistance, Mrs. [redacted] may contact Customer Service 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. Assuming that the mattress that they are offering when we get to the store as an even exchange is the one that we originally attempted to purchase.

Review: I received my couch in June of 2013. By September I noticed there were staples coming out on the backside of the couch and everytime we would sit some sound from the couch. I had several family emergencies; including a death by suicide in the midst of this and myself calling right away. When I did call someone came out a restappled; but, never really addressed the noise. Any how I called again; several times. In April someone came out and said it would take around 8 hours to repair. It was a manufactures defect and the time to repair would have to be approved; however, I was better off asking for a replacement, he said. He fixed the stapples again. He had to report the problem back and I would receive a call with a resolution. I never received a call, letter or email. It was now time for my son to graduate High School and leave to the Navy and so...once again extremely busy, not time, a ruined couch, frustration,etc. I called back in June 22, 2014. I spoke with a young lady who also stated it was a manufatures defect that the gentleman entered into the system and would see about a repair or replacement. I also advised of my daughter cutting her thigh on the same staples that continued to come undone. She said she would submit a ticket and I would here back via email within 48 hours. Once again never did. I called back again for them to tell me they could not do anything because my warranty expired june 22, 2014 (the day of one my calls) and never informed of this. And I explained the complaint and phone calls to place before June 22, 2014. I ahve spokedn to supervisors and CSAs. I have calls recorded with the different and inconsistent information. Please help me.Desired Settlement: If I have to pay for this items I want a replacement.

Business

Response:

Thank you for the

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

on 6/22/13, Mrs. [redacted] purchased a Corinthian Contender

sofa which came with a limited 1-year manufacturer warranty. Our records indicate Mrs. [redacted] contacted us

on 1/15/14 and stated the staples in the back of the sofa were sticking out and

the back was coming off. A service call

was set-up and the serviceman reattached the loose back strip and restapled the

top strip to the manufactures specifications.

Our records show the next time she contacted us was on 6/27/14 after her

manufactures warranty had expired on 6/22/14, therefore the service call was

canceled. Although the inspection report

does not state there was a manufactures defect Conn’s has agreed as a goodwill gesture

to exchange the sofa due to the inconsistent information she received. Mrs. [redacted] has been contacted and is aware of

the approval.

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; however, I recently purchased another set and had it dropped off at your store in [redacted], yesterday July 23rd. I was provided a receipt and told it would be removed from my account would be credited. That's all I want now. I will continue to pay for the television once my account and contract has been updated.

For the recored, I contacted my phone carrier and the information is incorrect. There are over 25 calls made since January of 2014 regarding this matter (will be receiving in the mail soon). On June 27th I called to check the status of, Sunday June 22nd's phone call regarding the ticket I had entered on that day. I have asked for all calls and emails to be pulled where it shows I have been contacted regarding this matter. I do believe anytime someone accesses an account wether you enter comments or not it leaves a foot print of who and when the account was accessed. I would still like all the calls and emails for my records.

Regards,

Review: First, I would like to say that I have never experienced worse customer service than I have from this company.

I contacted Conns to pay off the amount on my account so as not to be charged interest. When I contacted Conns, I spoke with a gentleman who had asked if I wanted to make my monthly payment by card or check. I then told him that I would like to completely pay off the balance today by card. He said ok, and told me that my balance was $1,659.25. I then asked why it was that amount as the letters that I've received from Conns states that $1650.80 is due by 10/28/2014 so I asked if he could tell me as to what this extra $9 is pertaining. He said that there is a 10 day grace period so the $9 couldn't be interest, maybe the balance changed since my last payment. Then he said that he would transfer me to another department for review. I was then transferred to a woman (explained the concern about the charge again) who told me that the charge doesn't look like it was interest or anything and could be some insurance because that is usually added on at the end. I asked if she could take a look and just verify that this is what the charge was concerning. She said that she doesn't have access to view that information and that she is transferring me to Billing. I asked if billing should be able to verify the charge, she said that she doesn't know and that they have a different computer system.

I was then transferred to a man (explained the situation again) who just repeated the balance in the account. When I asked him to verify the $9 charge, he asked me to hold for a transfer.

I was then transferred to a salesman. I explained my situation again. He then gave me this long explanation about how I should pay off my account as soon as possible to avoid the interest charges. I then repeated for the second time that I intend on paying the balance, I just need to know what the addition charge is and why it contradicts the information on the letter that I've received. He then says that my monthly payments just change every month and the amount was higher because the letter was dated in September and my payment amount went up. I then informed him that I have a payment booklet and my payments are the same each month, they do not change. And it they do I would like to know why. I then explained that the letter received was produced after my payment was processed anyway so this does not make much sense. He then interrupted me and said that I will need to speak to his manager. His manager, I believe the name was [redacted], was then put on the line. He asked me to explain my situation. I stated that I've talked to several different people and I just want to know why I am being charged this additional $9. He then talks about the $9 charge as if I am worried about affording the additional $9... I am not. I wanted a simple answer to my question that has apparently taken over 45 minutes to receive. He then states that the charge is Interest for not paying off my account by 10/18/2014... 2 days ago. I then said that's great, but I receieved this letter from Conns clearly stating that my Cash Option will expire 10/28/2014 (not 10/18/2014) and has $1650.80 as the amount that is due. The manager said that it doesn't matter what the letter said, that it could have just been an advertisement and that they have to go by what it says in my contract. I asked his where the information was located on my contract and he said it was at the bottom of the contract, no specifics. He also said that it would be impossible to reverse the interest charged because my account would just remain open and I would continue to be charged interest. He then wanted payment, I said that is fine... He then told me that an additional $3 fee will be applied for processing the payment. I asked how this was different from the automated system as I have never been charged this fee. He said that it is the vender and it has to be charged. At this point I just sighed and told him to process the payment. He then said that my payment wouldn't go through and said that I have a limit on my card. I informed him that I do not have a limit and that it is probably due to a fraud issue but I will call my bank later. He said that he will move the payment to the next day 10/21 because of this. I asked if I will be charged a late fee or more interest. He then repeated that my payment wasn't processed because of the limit issue. I then states that I understand that you think there is a limit issue but it is not. I then repeated the question to which he answered no, my account will be fulfilled and I should not receieve any additional charges.

I then asked him to verify the due date on my other account which he stated 10/28/2014. I told him that I would like this issue escalated because the letters I received have the incorrect dates. He then just gave me a fax number and said there was no other way to reach the corporate office.

The call concluded.

I have never had worst customer service from a company and I do not trust this company.Desired Settlement: I would like your company to improve your training courses for your employees as it is clear no one actually knows what they are supposed to do not where their resources are to access the information. It took several people and over 45 minutes to halfway answer my question. I was also never provided with a break down of the interest charge or why the letter states different information concerning the date due.

I would also like an explanation as to why when I paid with the manager over the phone, why there was an additional charge. He also had no idea that I would not need to pay the additional charge through the automated system. I would like someone to investigate all of these charges and investigate the letters received concerning my Cash Option ending and explain what happened and why.

Business

Response:

Thank you for

the opportunity to respond to [redacted]’s concerns regarding account

#[redacted] stated she received a letter in

the mail stating her payoff balance was $1650.25; however, when she called to

schedule the payment the agent stated the payoff was $1659.25

According to

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

April 18, 2014. That contract included a

6-month no –interest financing promotion.

We are in the process of refunding $12.45 back to [redacted]. She should receive the refund check within

10-14 business days.

We ask that she contact us directly if she does not

receive the refund check so we may track it for her.

We value [redacted] as a customer and sincerely

apologize for any inconvenience she may have experienced due to this matter.Thank you,[redacted]

Consumer

Response:

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

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

I would also like to say that the company should still review the information that is being printed on letters mailed out to consumers. The information on the letters can be misleading