Conns Appliance, Inc.

Review: I purchased a mattress from Conn's on [redacted]. I sent all proper documentation and receipt from Conn's to receive a $75.00 rebate. All documentation and Conn's personnel state that rebates will be received within 8 weeks. Unfortunately that time has come and gone. I have called Conn's and their rebate center several times and they inform me that they made a mistake and it will take another 10 weeks before I can receive my rebate. As of today I have waited exactly 20 Weeks for a rebate that should have taken 8 weeks. Waiting another 10 weeks is completely unacceptable and truly isn't fair for the customer. I have called and spoken with several supervisors at the Conn's office. At this point waiting a total of 30 weeks for a rebate is just not fair for me as a customer.Desired Settlement: The best things Conn's can do at this point is try to make the situation right by allowing me to pick up a rebate check from their office locally or by Conn's skipping their rebate center and deal with me directly. I will probably not shop at Conn's again because the frustration is to much for a rebate.

Business

Response:

Review: Washing machine purchased in Dec 2013, loud knocking noise on spin cycle. Contacted Samsung repair man came looked at, said appeared to have been dropped, CONN'S repairman came out Feb [redacted] (same repairman), notes on repair ticket cab,basket and tub damaged fr shipping, ALL needs to be replaced. Stated to me that the whole washer should be replaced. Called CONN'S on [redacted] to find out status, was told would call me in a couple of days. Called CONN'S [redacted] was told had did not have repair ticket yet. Called CONN'S on [redacted] was told had to be approved by third party. Called CONN'S on [redacted] was told that parts had to be ordered, referred to service tech. Was told that the parts would be ordered and would let me know when to expect delivery. All most every time I talked to cust help or svc was referred to a different dept or hung up on. I still do not have a washing machine that works. Was given the impression that machine was beyond repair by tech but CONN'S is ordering parts. I just want a washing machine that works, and not the run around I seem to be getting from this company.Desired Settlement: I want the washing machine replaced like the repairman said it should be.

Business

Response:

CASE ID: [redacted]

On, March [redacted] 2014 you provided the following information:

Thank you for the opportunity to

discuss [redacted] complaint. Our records reflect that [redacted] purchased a washer

with 48 months Repair Service Agreement via invoice #[redacted] on 12/**/13. The

customer called in on 2/*/14 stating the unit was making a loud noise. A

technician was scheduled for inspection on 2/**/14. Once it was determined that

the unit was irreparable an exchange was submitted and approved. [redacted]

received a new washer on 3/*/14.

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

directly at [redacted]

Kind regard,

Conn’s Customer Relations

Consumer

Response:

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

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

Regards,

Review: I went into Conns furniture and appliance store in October2013, I was looking to buy a sofa set. I was approved and picked out a nice sectional and a television. I was able to take to T.V that day. On the way to the car the sales person almost dropped it off the cart, my daughter and I had to catch it to keep it from hitting the ground.The sectional was to be delivered in two weeks. When I got my T.V home I called and reported it had a nick on the screen, I was told to call corporate,who set up a service call. The service guy came and said he couldnt be sure who caused the damage, it must have been one of my kids. Then he told me they would NOT fix the T.V It was my problem,and he left. The T.V still has the damage because Conns refused to fix the problem. Secondly, when the two weeks came and my sofas hadnt showed up, I was given some excuse that all the sectionals that came in that week were damaged and unless I wanted a damaged sofa I would have to wait. Another week came and went, I had to keep calling to store and corporate to find out what was going on. I was the notified that I would be given TWO $50.00 gift certificates for being so patient. I did recieve ONE gift certificate, but four weeks later I had only recieved HALF of my sectional. I was told by the manager that he would resubmitt the requested for the gift certicate, actually I had be told this several times. Eventually my other half of my sectional showed up, the delivery guys put the sofa in my house and left leaving me to attach the feet, which wasnt and easy job since not all the holes were drilled.It was a HORRIBLE experience dealing with Conns in Round Rock. They seemed to busy to be burdened with actual customers. I will not recommend any one there nor will I ever shop there again.Desired Settlement: I would like Conns to fix my television and give me my other $50.00 gift certificate that I was told by the manager I would recieve.

Business

Response:

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

records [redacted] purchased a 50” Toshiba television and a Harriston 3- piece

furniture set with us on 10/**/13. We

show [redacted] picked up the television from the store and signed knowledging

she received her product in good order.

[redacted] contacted us on 11/*/13. Stating there was a white dot on the

top right corner of the TV, a service call was set-up and upon inspection the

technician found a scratch on the screen.

[redacted] was advised the manufacture does not cover damage.

[redacted] has been contacted and Conn’s has

agreed as a gesture of goodwill to exchange her television. [redacted] will need to bring her television

to the nearest Conn’s in the original box to complete the exchange. We have included a copy of [redacted]'s sign invoice in our response.

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

contact me directly at [redacted]

Sincerely,

Customer Relations Officer

Review: We purchased a TV from Conn's in October 2013. We were told that we needed to purchase a new mounting kit in order for Conn's to install the TV. We were also told that if the TV were purchased prior to 5 pm, it would be installed the following day. The purchase was made and we paid $300 for installation. We waited all day Saturday and made multiple phone calls as to the status of the installation. We could get no answer and the day ended with no installation. The installers arrived on Sunday, removed my existing TV from the wall and said they would use the existing bracket. They refused to install the sound bar that we also purchased because it was not on their work order. We contacted our salesman to express our dissatisfaction. It was then that HE OFFERED a complete refund of the installation charge. At no point was this REQUESTED. We agreed that this was a fair resolution and were told that our bill would be credited. The first bill in November came with no credit and I dismissed it thinking perhaps not enough time had lapsed. Then in December, when it still was not reflected on the bill, I contacted our salesman again and he stated he would take care of it. Again in January, no credit, another phone call to the store and again in February. I then returned to the store and met our salesman who then contacted the service desk. I was told that I would be contacted, I NEVER was. I called the service desk Saturday, 2/** and was told I would be contacted by Wed, 3/*/14. Never contacted. I called several more times with no return calls. I then went back to the store and spoke to our saleman and the manager, [redacted]. He stated that the installation was not done properly and he would speak to the DM, [redacted] about getting the refund. I was supposed to be contacted on Sunday. Again I never was. I called back on Monday and was told that a full refund would not happen. I was offered $75 credit. The promise made by our Conn's sales person is not being honored. I was offered and promised a full refund--$300Desired Settlement: Since a full refund was offered to us, I feel that a full refund is what should be refunded. A company is only as strong as its word. As someone who works with the public in sales, I feel that when a promise is made to a customer, a promise should be kept. At no point has our salesman, [redacted], ever denied making this promise to my husband and me.

Business

Response:

Thank you for the opportunity to respond to [redacted] complaint. Our records show on 10/**/13, [redacted] purchased a 65” Toshiba Smart TV, a Samsung sound bar, a Z-line HD mount kit, fiber optical cables, and installation totaling $2655.26. [redacted] contacted us to express their concerns regarding the installation of the TV and stated they were promised by their sales associate that the installation fee for $299.99 would be refunded. After further review we found the sales associate did offer [redacted] a refund of $300.00 prematurely therefore, we have agreed to honor [redacted]’s request for a refund. As of 3/**/14, a credit has been submitted to [redacted]’s GE account for $300.00. Although, we are unable to send [redacted] her GE account ledger she may contact GE to verify her account information.

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

Consumer

Response:

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

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

Regards,

Review: I recently paid off my account balance at Conn's, and they closed my account and gave me a 23 point ding on my credit scores. They still owe us money back because they did not remove a cost that we were charged without notice. Now because of a massive ding, I have gone from a fair credit score down to almost to the poor. This is now causing me a lot of problems from other companies.Desired Settlement: I want that 23 point ding removed and my refund due to be given ASAP. I Also want a written explanation and apology for this issue.

Business

Response:

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

Business

Response:

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

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

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

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

2013.

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

payment extensions for both of his accounts on November 16,

2013.

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

supposed to pay two payments in order to qualify for the

payment extensions.

The first payment processed on November 16,

2013.

The second payment was scheduled to process on December 15,

2013.

The payment that was scheduled for December 15, 2013 was

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

payment scheduled for December was declined, the payment extensions were

backdated due to lack of payment.

Mr. [redacted] has been making regular payments as

of January 2014;

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

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

in [redacted] to bring the accounts current.

Thank you,

Credit Help Desk Specialist

Conn's

Business

Response:

Thank you for the additional opportunity to respond to

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

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

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

2013.

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

payment extensions for both of his accounts on November 16,

2013.

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

supposed to pay two payments in order to qualify for the

payment extensions.

The first payment processed on November 16,

2013.

The second payment was scheduled to process on December 15,

2013.

The payment that was scheduled for December 15, 2013 was

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

payment scheduled for December was declined, the payment extensions were

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

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

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

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

We value Mr. [redacted] as a customer and

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

Consumer

Response:

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

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

Adam Gates

Review: I purchased a new HP Spectre2 2in1 laptop (detachable) laptop on [redacted]. This was brand new and box was taped (warranty info in box/laptop screen had plastic covering that you peel off/Electrical cords were "tied appropriately with plastic tie" AND cord was in plastic sheath. I gave this to my son. I purchased another exact one on [redacted]. When I got home later that evening, I opened up this "new computer" that was sold to me (box was taped up similar to the new one I purchased on [redacted]) The cords were loose and not tied, just thrown in the box, the warranty and setup paperwork was missing, no plastic covering on the laptop screen and the location was SETUP already for a [redacted] location. *I live in [redacted] There was also a loud buzzer (like an alarm clock) when I opened the laptop.. Summary: this was either a demo/floor model that came from another store or a return (hence the loud buzzer noise) I immediately called the store that night and spoke to the rep who said he would look for another one. the next day I asked if they found one as I do not mind paying [redacted] for a laptop but would prefer it was NEW. I was told that I would have to pay $[redacted] restocking fee. I have left several messages for the store manager "[redacted]"; customer service escalation manager.."[redacted]" but have not received any phone calls back. I have called to check on the status every day since [redacted] (now 5 days) but still no phone call back. I called the COO, [redacted]'s office at the [redacted] and was referred back to the [redacted] office and am awaiting a call from a [redacted] office. I am extremely disappointed in the service, the lack of attention to this matter, and mostly in the business practice that I have heard existed but now am experiencing first hand...that you pay for used merchandise.Desired Settlement: Due to the mistrust I have for any appliance from Conn's, I am now requesting to not find a NEW replacement, but to return this laptop that was sold to me as new)without paying a restocking fee.

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].

Regards,

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

Business

Response:

Review: I purchased a [redacted] lawn mower from Conns. After the 1st use it failed to start. I talked to [redacted] and they gave Conns as a service rep in the area.I called the store and they said bring it in. I was told on Monday that someone would call me by Friday. No call and I called the next week and I was told in was sent to Dallas and a service would call me soon. After three weeks I get a call from the store to pick up my lawn mower and to bring $54.07 since I did not purchase extended warranty. The mower was brand new and was still under [redacted]s warranty and Conns is representing themselves as warranty service for [redacted], but then turns it into a Conns service for which they charge a fee. I was not told about a fee went I dropped it off and I was told I wpould recieve a call from a service rep when they had a chance to look at it. No call from a service rep only 1 call from store wanting $54.07 or they will hold lawn mower hostage.Desired Settlement: The lawn mower is brand new and already causing problems and they left me without a lawn mower for three weeks so I had to buy another mower I am not paying a fee for a brand new mower

Business

Response:

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

Business

Response:

Review: Purchased new refrigerator on [redacted]. Delivered and installed on [redacted]. Reported faulty ice-maker [redacted]. The following day Conn's sent out delivery driver who was in the area to take a look. Was told ice-maker is defective and entire refrigerator needs to be replaced, and that we should expect a phone call about delivery of the replacement appliance. As of [redacted] no phone call or any contact had been made from Conn's. Spoke to service department who had no documentation of any of this, was referred to deliver who said it wasn't their department. Contacted our sales representative who was going to look into it for us. No one from Conn's Appliances contacted us at all. The Afternoon of [redacted], we went directly into the store and spoke with our Sales representative who took the information forward to his manager and was assured another service representative was schedule to come out the next day to assess the problem. [redacted].. no calls or visit from service department. I called Sales representative again and was told would need to set up another service appointment through the service department. Which we did. Service contractor came out to the house on [redacted]. Was advised "possibly" faulty temperature control panel, parts could be ordered but could take weeks to come in. Personally suggested best option was to have Conn's replace the entire refrigerator. went back into Conn's store and spoke with sales agent who also spoke to instore manager. Referred me to contact Customer Help Desk and Service Center again to see what can be done.As of [redacted]. Still no resolution on the issue. Have a brand new refrigerator that doesn't work properly and a business who is unwilling to replace it. simple resolution would be to order new refrigerator and replace it. That's all I want to happen at this point but getting run around from everyone within the company.Desired Settlement: I want a brand new refrigerator delivered and installed and the faulty unit taken away. I would also like some form of compensation or reimbursement (in-store credit or gift card) for having a defective product in our home for over a month and lack of timely resolution to the issue!

Business

Response:

Review: I purchased a brand new laptop on [redacted]. I purchased it for $899.99, but after other fees...the total amount is $1,810.32. About 3 or 4 weeks of use the screen went blank. I took it back to Conn's. I explained to a salesman why I was there. He said it seemed as if my laptop had a virus. He told me to take the laptop back, and for me to call their repair service department, and that they would guide me to fix it. The repairman was not able to help me. He said that the drive was probably damaged and needed repairs. He told me to take it back to the store and they might exchange it for a new one. He said that one in 1,000 (or 10,000-don't remember) comes out damaged, and mine was that "one." Since I had just purchased the laptop, I tried for them to exchange it for a new one. I pleaded with 6-8 different Conn's employees (including supervisors) to no avail. They would not lend me one either even after I explained to them that I did contract work, and needed to provide my own laptop, otherwise, I could get not work. They said no. It was sent for repairs. They gave me order #[redacted]. They gave me a "process form" stating it would take 7 - 10 business days to repair, and that I would get "process" calls. I have not even gotten a service call letting me know it has been assigned to a tech. It has been about 2 & 1/2 months. I need this laptop for work. I have been paying them, but this month I have not been able to pay them yet due to not getting work at my office because I have no laptop. To reiterate, I need to provide my own laptop since I do contract work. May you help me. I have gotten "very prompt" collection calls when I am 2-6 days late on my payment, yet they have not called me in about three months to tell me my laptop is ready, nor the status of it. I can provide documents if needed.Desired Settlement: I want all my money refunded. I do not want them to charge me a $150 re-stock fee.Please help me.

Business

Response:

Review: Our 60" samsung t.v. turned off and wouldnt turn back on so we called conns and they set a date for a tech to come and check t.v. The initial appt that was set was no fullfilled by tech ( he never showed). Another date was set and he came out and we were told he would have to order part but would get it within the week and in time for superbowl game. Well, he never called and upon several calls to customer service, tech has failed to return to fix our t.v. we were told the part has been ordered but we are still with no functional t.v. and our warranty ends in april. We purchased and paid off our t.v. and warranty and conns is still unable to handle the situation after a month now.Desired Settlement: Would like the t.v. to be repaired or replaced before the warranty is terminated. The warranty was purchased for such reasons and should be satisfied.

Business

Response:

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

4/**/10, [redacted] purchased a Samsung 55” TV with us and 48 month repair

service agreement. [redacted] contacted

us on 1/**/14, stating his TV turned off and will not power back on. A service call was set-up and upon inspection

the technician found the AC power supply needed to be replaced. The part was ordered and installed on

1/**/14. Once the television had power

the technician found the pcb main assembly needed to be replaced. There was a delay obtaining the part which

were received and installed on 2/**/14.

We sincerely apologize to [redacted] for the delay and the experience he has

had regarding his television.

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

contact us at [redacted]

Sincerely,

Customer Relations Officer

Review: WE PURCHASED A CREDIT ACCOUNT WITH CONN'S IN DECEMBER 2012. WE HAD BEEN PAYING ON THE BILL AND WE HAD TO CHANGE BANK ACCOUNTS. THEY NEVER WOULD CHANGE THE INFORMATION IN THE SYSTEM SO IT WOULD GO TO A CLOSED ACCOUNT AND BOUNCE. IT TOOK 8 PHONE CALLS AND THREE HOURS ON THE PHONE TO GET TO SOMEONE THAT WOULD CORRECT IT. THEN IN FEBRUARY 2013, WE CALLED CONN'S TO PAY OFF THIS ACCOUNT BECAUSE WE HAD ENOUGH. WE ASKED FOR A PAY OFF AMOUNT AND WAS GIVEN A PAYOFF AMOUNT OF 1859.04. WE PAID IT. NEVER RECEIVED A CALL STATING THAT IT WAS NOT APPROVED OR ANY OTHER INVOICES OR ANYTHING SO I CALLED AND WAS TOLD OUR BALANCE WAS ZERO AND IT WAS PAID IN FULL. TEN MONTHS GO BY AND WE GET A PHONE CALL STATING WE OWE 11 CENTS. THE SUPERVISOR STATES HE WILL CLEAR THIS OFF AND WE WILL NOT HEAR ANYTHING AGAIN. TWO DAYS LATER AND THEY START BLOWING OUR PHONE UP STATING WE STILL OWE MONEY AND THAT WE BETTER PAY. THIS IS FRAUD. SO TODAY I GET A PHONE CALL FROM [redacted] AT THE SAN ANTONIO LOCATION HARASSING ME AND THREATENING ME AT MY JOB. CALLING ME EVERY HOUR. WE DON'T OWE THIS MONEY!Desired Settlement: THE PHONE STOP, THEY FIX OUR ACCOUNT, AND THEY BE CHARGED FOR INADEQUATE HARASSMENT ALONG WITH A LAW SUIT TO FIX MY CREDIT THAT THEY HAVE RUINED.

Business

Response:

Review: I order a tv stand a computer desk, tv, and mattress set. When they put it in my home they said they didn't have time to put it together.I called there boss, and he sent another set of me 4 hours later to put the things up. They said my tv was not in . I called on the 18 they said its here, but you have to pick it up. I am disable thats why I paid for it to be brought to me. Then I go and get it, but it has never work since I got it. I called 9 times in a week to get some one to come out but each time I get the run around and talk to like I am s...Desired Settlement: I don't want anything from them nut for them to pick up there things . I will never deal with any store that treats people like this. The things came from the store [redacted]

Business

Response:

CASE ID: [redacted]

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

Our records reflect that [redacted]’ purchased product from us via invoice #[redacted] on 12/**/14. [redacted] paid for assembly of the television console. [redacted]

contacted us 02/**/14 for service on the television console reporting that it

was wobbling. On 3/*/14 the ticket was closed due to no response. We have made

several attempts to contact [redacted] regarding this complaint. We have been

unable to research her and have not received a returned call at this time. If she wishes to continue with service [redacted] may contact our service department at [redacted]. No exchanges or refunds are due at this time.

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

us directly at [redacted]

Kind regards,

Conn’s Customer Relations

Consumer

Response:

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

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

Regards,

Review: I purchased some furniture from Conn's in Dec 2013. I wanted to use their current promotion of free delivery if you purchased a certain amount. This was supposed to be done via a mail in rebate. The same night I purchased I got all of my documents needed to show proof of purchase and sent in to the address for the $129.95 back. It stated it would take 6-8 weeks to process so I am thinking early to mid February I should be receiving a check in the mail. That didn't happen. I followed up to check the status and found that my rebate claim was rejected. I wanted to know why, so I emailed customer service and all they said what I purchased doesn't qualify. That would be inaccurate because it does qualify. I asked specifically what doesn't qualify? They sent me a form from October 2013 and said that it expired. The problem is I sent in a form for the Dec 2013 promo. I have heard nothing else from them. I believe they lure consumers in to purchase and don't follow through with rebates on purpose. I find their behavior and practices appalling.Desired Settlement: I just want my 129.95 for delivery back as promised!

Business

Response:

Thank you for the opportunity to

respond to Mr. [redacted] complaint. We deeply apologize for any

inconvenience this issue may have caused. We have reviewed Mr. [redacted] complaint and found his rebate claim was denied by the Rebate Claims Department

because the required product was not purchased. However, after further

review researched we found Mr. [redacted] purchased did meet the qualifications

for the free mail in rebate. Mr. [redacted] complaint has been

escalated and Conn’s has agreed to honor the rebate and expedite the check

refund. Mr. [redacted] should receive his refund within 7-10 business days.

If

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

Kind regards,

Customer

Relations

Review: Purchased a all in one place in December 2013 for my wife Christmas gift. Had it till February and had to turn it in for repairs received it back in the end of February had it rerly used and had the same issue returned to store this month and asked for a complete exchange or a termination of contract and didn't want any payment system I've made they said they would have to get approval from Headquarters before anything they had me on the phone close to 3 mind and kept transferring me to different department store I had hung up and told them they were no help they said they would fix it once again I want it fix right or a new one or terminate contractDesired Settlement: terminate of contract that's it they can keep the payments I had already paid for item

Business

Response:

Thank you for the

opportunity to respond to Mr. [redacted] complaint. Our records show on12/18/13, Mr. [redacted] purchased a

Hewlett Packard Pavilion computer with a 25-month Repair Service Agreement

totaling $930.93. Our records show on 2/01/14, Mr. [redacted] contacted us

regarding his computer; stating the unit was not powering on and he was having

a problem with the hard drive. Mr. [redacted] was advised to bring his

computer to service to be assessed. On 2/08/14, the service department

received Mr. [redacted]’s computer; upon inspection the technician found the hard

drive needed to be ordered. On 2/26/14, the technician replaced the

hard drive and reinstalled software operation system; tested unit was working

properly and was ready for pick up. On4/04/14, Mr. [redacted] contacted us again

stating his computer was powering on and off. On 4/10/14, service received Mr. [redacted]’s

computer; the technician reset the unit to the factory default settings, tested

hard drive and software which were reported working properly and all windows

updates were installed. Mr. [redacted] was contacted and notified that the

unit was repaired and was ready for pick up. At this time Mr. [redacted]’s

notebook does not qualify for an exchange, due to unit repaired and no other

issues were reported.

If we may be

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

Kind regards,

Review: as of 10/2013 kept getting flyer stating pass due balance of $129 due on bi wkly arrival. I contacted that payments have been made on time through dmp care1. After checking payment there actually was overpayment of @ $350 that I have yet to receive. I contacted care1 and involved them as well to resolve issue because conns reported delinquent notice to credit agencies. conns had bad given many excuses including record keeping mistake showing no payments from 7/13 to 10/13.Desired Settlement: would like overpayment amount refunde and delinquent notice removed off credit report.

Business

Response:

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

According to our records Mrs. [redacted] signed a 36-month contract on April 1, 2009. Mrs. [redacted]’s account began assessing late

fees on October 11,

2009. We offered Mrs. [redacted] a

total of 13 payment extensions over the term of the contract in order to bring

her account current. Beginning May 17, 2012 Mrs.

[redacted] began making payments of $87.00 when the minimum payment due was

$87.96. This caused her to continue to

assess late fees on the account because she was paying less than the minimum

required payment. On January 24, 2014, we mailed Mrs. [redacted] a copy of the

payment history as requested.

Our records further indicate on February 21, 2014, we

reversed a total of $106.26 in late fees as a good will gesture. This brought

the account to a zero balance and the account closed. We also removed the negative credit marks

from Mrs. [redacted]’s credit reports at that time.

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

any inconvenience the experienced in this matter.

Thank you,

Credit Help Desk Specialist

Conn's

Review: On April 15th 2014, I sent Conns a letter showing many inconsistencies with their credit reporting between the three credit reporting bureaus. Some of the inconsistencies were the dates of the delinquencies reported do not line up across the reporting agencies, the date the account was opened was different across the credit reporting agencies and going straight from pays as agreed to 60 days late. Conns received the certified letter on April 16th 2014. On 4/21/2014 I received a form letter from Conns dated 04/17/2014 stating they are responding to a Credit Bureau Dispute, which it was not. It was a direct dispute to the Data Furnisher as allowed by Section 623 of the FCRA. The letter states A thorough review of this payment history validates the delinquency history reported. If a thorough review was completed then the inconsistent reporting would have been corrected, and all three credit bureaus would reflect this. Also, this letter does not reflect the dispute of the date opened which is different across all three credit reporting agencies.Desired Settlement: I would like the account deleted from the credit reporting agencies

Business

Response:

Thank you for the opportunity to respond to Mr. [redacted] concerns regarding account #[redacted]. Mr. [redacted] is requesting the credit marks associated with this account be removed from his

credit.

We are obligated to report factual information to all

three credit agencies and we have finished researching Mr. [redacted] claim

regarding the credit marks associated with his account. We have

attached a copy of our findings and will mail him a detailed letter outlining

our findings to the address we have on file for Mr. [redacted] records.

Review: In August of 2012 we purchased furniture at Conn's. We made 1 initial payment in the store the day we purchased the furniture. Before the next payment (Sept 2012) was even due my wife recieved a no interest credit card from our bank. I called Conn's and told them the situation and asked for a pay-off amount to transfer this amount onto the new credit card my wife recieved. At that time the pay off amount they gave me was $2,395.69 to pay off acccount #[redacted] Minus $348.89 which was the amount of property insurance that they charged us because we are renters. 2 days later I recieved an e-mail stating that they recieved the insurance declaration of the insurance policy and to allow 3-4 business days for the loan to be paid off. In April of this year I recieved a call from Conn's to call them back regarding some important info. When I called them back they informed me that I owed them $1,100 for the account # stated above. I explained to them that I called for a pay off in Sept 2012, almost 2 years prior to the phone call. I also explained to them that I had an e-mail supporting my statement that the loan was paid off. The original amount was $2738.59 and they would reduce the amount with proof of our renters Insurance of $348.89 leaving us a pay off amount of $2395.69. Now for almost 2 weeks they have been harrassing me with phone calls of 6 or more per day and the few times I called them to find out if they made a decision regarding this issue, they keep asking me to pay off balance and it's always a different amount. When I asked to speak to the decision maker regarding this issue they are unable to transfer or to talk to them at all. I am fed up with this constant phone calls. I don't feel we owe this money, I have e-mail proof that this loan is paid off. Please help me get this straighted out. I do not want any neg. markes on my credit for this issue. How are I liable for a paid off loan almost 2 years after the fact? Thanks for your help! [redacted]Desired Settlement: I would like for Conn's to stop hounding me with incessent phone calls and I would like confirmation that this loan is paid in full. And absolutely no impact on my credit report. Thanks

Business

Response:

Thank

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

#[redacted] According to our records Mr. [redacted] signed a

32-month retail installment contract on August 12,

2012.

The amount financed was $3098.73. This

included a charge of $360.14 for property insurance.

On September 8, 2012 Mr.

[redacted] made is first payment of $128.27. On September 26, 2012 Mr.

[redacted] remitted a payment of $2,392.69. Mr. [redacted] paid a total of $2520.96 on

an invoice total of $3098.73.Then on September 28, 2012 we processed an insurance credit of

$475.38. This left an invoice shortage of $102.39.

Since Mr.

[redacted] remitted the payment of $2,392.69, the account was in paid ahead status

and it forwarded the payment due date to April 25,

2014. As of May 19, 2014 Mr.

[redacted]'s payoff balance on the account is $1020.52. Please note, the payoff

balance updates daily. If Mr. [redacted] would like to pay the balance in full, he

would need to call the day he makes the payment to get 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.

I submitted a complaint agaist conn's on 5/6/2014 and after a few weeks you got it taken care of and conn's admitted I owed them nothing. After a few day's the collection calls have started again up to 6 times a day. I explain to them that it is done and I owe them nothing and they can even read the notes in there computor. They keep telling me they will get it handled but the calls won't stop. This needs to stop yesterday, the assigned ID number is [redacted]

I want them to stop calling, I want assurances that I will not have any negative marks on my credit period, and I want a account payed and closed letter Immediatley not 30 day's and A 60" LED SMART TV FREE OF CHARGE DELVERED. I know I can't get everything, but first three is a MUST.

Regards,

Business

Response:

Thank

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

regarding account #[redacted]. The

credits are in the process of being applied to the account. We have placed a cease and desist on all

phone numbers associated with Mr. [redacted] account. The final credits will be applied to the account

within 7-10 business days and the account will close. Mr. [redacted] has not

assessed any negative credit marks associated with this account. Again,

Mr. [redacted] will receive a close-out letter and the payment history on the

account within 30 days of the account closing to retain for his records.