Conns Appliance, Inc.

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: Purchased a new refrigerator 06/23/2014. Delivery and setup on 06/24/2014-later in afternoon ice buildup in the freezer and door was hard to open. Reported to Conn and they told me I had to call Big Kountry Appliance Repair because Conn don't do repairs. When company came out they told me they had to order a part. Called conns told them to pick up the refrigerator or bring me a new one. Ater 2-1/2 weeks Big Kountry Appliance Repair came and put part in refrigerator and as today ice is still buildup in refrigerator. I have called Conn store which I purchased refrigerator from and also the corporate office to come and pickup refrigerator because I am not going to pay for a new refrigerator that is not working properly. Also want them return my $79.99 delivery fee.Desired Settlement: Pickup the refrigerator and return my delivery fee.

Business

Response:

Thank you for

the opportunity to respond Mr. [redacted] complaint. Our records show on 6/23/14, Mr. [redacted] a

Frigidaire refrigerator with a limited 1-year manufacturer’s warranty and

received delivery on 6/24/14. On

6/30/14, Mr. [redacted] contacted us stating the freezer is freezing up and also

has ice built up. A service call was scheduled for 7/4/14; upon inspection the

technician found parts needed to be ordered for repairs. Once parts became

available Mrs. [redacted] was schedule to complete repairs on 7/26/14; the

technician installed parts and replaced the door. On 8/1/14, Mr. [redacted] contacted us again

stating he is having the same issue with ice buildup and the freezer is

freezing. Mr. [redacted] refused any further service on the refrigerator and

requested an exchange. On 9/04/14; we attempted to contact Mr. [redacted] to

discuss his concerns however; we were unsuccessful in our attempt. After

further review of Mr. [redacted] service history, Conn’s has agreed to exchange

the refrigerator. Our records show that we no longer have the refrigerator Mr.

[redacted] originally purchased therefore; he has been approved for a store credit

in the amount of $519.97 to re-select another refrigerator. Mr. [redacted] may

visit his nearest Conn’s store to process his exchange. At this time we are

unable to honor Mr. [redacted] request to refund the delivery charge; as listed

on the Return and Exchange Policy delivery is non-refundable.

If we may be of

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

Sincerely,

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 riding lawn mower from Conn's less than a year. I started having some issues where it did not want to turn on I called Conns to let them know. I was given the customer service 855 number. I called two weeks later to see where my tractor was at. I was given that 855 area code number. I was told they had no idea where my tractor was at. They gave me their San Antonio customer service number. I called that San Antonio number they said they didn't know where my tractor was at for me to try the Harlingen TX number. I called that Harlingen number I was told they had just move their warehouse to McAllen TX. I called the McAllen TX. number I was told that they didn't have access to the work being done on my tractor. I was very upset told the manager their [redacted] to give me their corporate number he gave me a disconnected number. I finally googled their number and I spoke to some girl called [redacted] who said she was going to look into what was going on she said she was going to try to locate my tractor. She tried but was unsuccessful. It has been 3 weeks now and have yet to find out where my tractor is at. I am extremely upset when they came to pick up tractor at my house their employees asked for gas money. This in itself really upset me. I thought I was buying from a reputable company but I am extremely disappointed and disgusted by their way of doing business and treating those people who are responsible for putting a portion of what money goes in their pockets. I will never recommend Conns to any of my fiends or family. I hope they can at least find my tractor soon. When I forget to give the payment on time they will call me and hound me down but yet I don't get the same treatment when I need their help. Embarrassing to those who run this company I wished management had better control of what happens with their customers I have complained to more than one person and have yet to hear from a single one of them they have thrown my complaint under the carpet.Desired Settlement: I demand a replacement and reimbursement

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted] complaint. Our records show on6/20/13, Mrs. [redacted] purchased a MTD riding lawn mower with a 36-month Repair Service Agreement. Mrs. [redacted] elected to have her lawn mower delivered; we show Mrs. [redacted] signed acknowledging her lawn mower was delivered and received on 6/21/13 in good order. Our records show Mrs. [redacted] contacted our service department on 9/23/14; stating the lawn mower would not turn on. Based on Mrs. [redacted] product and issue reported Mrs. [redacted] lawn mower was sent to service. Upon receiving Mrs. [redacted] lawn mower the technician inspected the unit and found the carburetor needed to be clean and the battery needed to be replaced. The technician removed, cleaned, and reinstalled the carburetor. Although batteries are typically not covered under the Repair Service Agreement as a gesture of goodwill and customer satisfaction Conn’s replaced Mrs. [redacted] battery; the technician ran tests on the lawn mower and the unit tested ok. We sincerely apologize to Mrs. [redacted] for the experience and any inconvenience that was caused as a result of delay. If we may be of further assistance, Mrs. [redacted] may contact our Customer Service Department at [redacted] Kind regards, [redacted]

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

Product_Or_Service: Washer/Dryer Dining Table w/ Chirs

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

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

Business

Response:

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

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

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

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

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

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

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

the washer and dryer.

We

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

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

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

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

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

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

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

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

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

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

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

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

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

all furniture.

Although

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

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

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

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

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

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

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

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

If we may be of further assistance, [redacted]

may contact Customer Service at [redacted]

Kind

regards,

Review: [redacted] 2 TV were purchased, 1 defective out of the box I called conns.[redacted] location within 1 hour of purchase and was told they were out of stock but they would order and call me. 3 days later still no word so I called, they said still none but the once a week truck would have them the following week. I waited and called back in they claim now no tv are in and now I needed service to come out. They set a appt to come out and no showed the appt. They set another appt they guy came and said oh yeah it definitely is broken but it's in your biz we don't warranty it. I had called the store within one hour of receiving the defective TV and was promised a swap out. For the last four months I've been going around with the store in the corporate office about getting the TV swapped out I've now been notified that ** is not going to warrantee it I do not believe anything that this company has to say I've been lied to. I have had reps in the corp office yell, swear and hang up on me while I am trying to resolve this matter. All I want is the TV purchased to work. I have not paid this company since is my only leverage to get this product replaced. I have disputed the billing will certified letter with no responses. I have recorded calls, and documented phone log that I called in within 1 hour of receiving product. I was clear on purchasing this for my biz and was told to buy warranty that would cover theft of TV.

Deceptive sales practices, dishonest exchange return policies, rep fraud misrepresentation of product and service.Desired Settlement: Exchange of bad product /reset of terms

Most important a apology

Business

Response:

Thank you for the

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

[redacted], [redacted] purchased two 65” ** Smart television’s both with a

1-year limited manufacturer’s warranty; no additional coverage was purchased.

[redacted] elected to pick up both televisions from our Conn’s warehouse

located in [redacted]. [redacted]

signed his pickup slip acknowledging he received both televisions in good

order.

We reviewed [redacted]

[redacted]’s complaint and found he contacted our service department on

[redacted] for service on one of his television. However; when asked to verify the

serial number associated with the unit that required service [redacted]

refused to provide the information stating the television was mounted on the

wall therefore; we were unable to create a service order. [redacted] contacted

service again on [redacted] stating half the screen on his television was not

showing the picture. A service appointment was originally scheduled for [redacted]

but after verifying the service location we found [redacted]’s television

was located at a place of business. A service representative contacted [redacted]

[redacted] to inform him that we are unable to service item(s) that are used

for commercial use as this void the contract therefore; the service order was

cancelled. As a gesture of goodwill, Conn’s agreed to send a technician to [redacted]

[redacted]’s business address to assess the reported damages on [redacted]. During

inspection the technician found the television’s panel was cracked which is not

covered under the Terms and Conditions of the manufacturer’s warranty and [redacted]

[redacted] did not purchase accidental coverage to cover the damage.

We attempted to contact

[redacted] on several occasions ([redacted], [redacted] and [redacted]) to discuss

his concerns however; we have been unsuccessful. Although we are unable to

determine when the damages to [redacted]’s television occurred, Conn’s is

willing to exchange the television if [redacted] is able to provide the

serial number and original packaging associated with the television to verify

there is no physical damage.

If we may be of further

assistance, [redacted] may contact Customer Service at

[redacted].

Kind regards,

Consumer

Response:

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

I have tried calling this business to move forward with getting TV Swapped out and no one knows what I am talking about and no one knows the rep who posted this resolution.

Review: The first issue we had with Conn's was the delivery. Our salesman rescheduled our original delivery date from a Sunday to a Thursday for a brand new fridge. I took that day off of work, and waited Thursday morning for a call with my timeframe. It never came. I called the store and he said our product was not in. I wasted a day of PTO with my work because my salesman did not call me the night before to let me know we had to reschedule again.The fridge finally comes about 2 weeks later. When the delivery guy comes, he explains that he doesn't have the tools to run a waterline but he'll reschedule for the next day. The next day, I get home from work early to make our 3-6pm time window, in which they did not show up until 7:40pm..Not even calling me to let me know they were running late. Two different guys came, and said that Conn's does not run waterlines and they cannot do it. He calls someone and they end up scheduling for the next day. After he leaves, I call the distribution office because I do not want anyone working on my house if they are not allowed to and I was unsure why we rescheduled. The manager on the other line said he'd have to call me back and never did. The next morning we never got a timeframe. I call, and they say "Oh no, your fridge was installed Sunday", to which I said, no it wasn't. They had no notes on all the times I called and all the appointments I had. Long story short, ends up that Conn's will not run the waterline through the wall, even though we told the salesman upfront before we bought the fridge that we had a [redacted] house that needed drilling and running through the attic. We were told by numerous people this was possible. After all this wasted time, and many calls to corporate and the Store Manager, our answer is "get a plumber". We did not factor this into budget, as we were told before purchase that running through the walls was not a problem and they would do it. This whole experience was a complete nightmare. I regret opening up a GE credit card with Conn'sDesired Settlement: I would like to be reimbursed for the plumber costs, due to being misinformed by many people that it was something Conn's would do. I can provide receipt of costs after completion, but this was something that I did not factor into my budget due to Conn's employee's lying to me that it was included and possible.

Business

Response:

Thank you for the opportunity to respond Mrs. [redacted] complaint. Our records show on 7/07/14, Mrs. [redacted] purchased a LG

refrigerator with a 48-month Repair Service Agreement, waterline installation,

and delivery. After researching Mrs. [redacted]’s complaint we found that we

were unable to meet her needs regarding the waterline installation. Mrs.

[redacted]’s installment requires extensive plumbing/carpentry work that Conn’s does

not offer. We have refunded Mrs. [redacted]’s her installation charge of

$21.64 to her GE account. We ask that Mrs. [redacted] allow 5-7 business days

for the credit to be applied to her account. We sincerely apologize to

Mrs. [redacted] for the inconvenience.

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

Customer Service at [redacted]

Kind regards,

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: My wife and I purchased furniture from the company below and we still have not been given the courtesy of regular updates as to when we will get the rest of our furniture. Our thing is that the sales person had to know that the items we didn't receive were not available at the time, to afford us the opportunity to chose another bedroom set. Now for the past 3-months in our master bedroom sits a partial bedroom set minus a dresser and two nightstands. The stores help desk along with there managers are continuously giving me the run around. If someone could please help me to resolve this matter who be greatly appreciated.

It has been three-months now and we still have no dresser or nightstands yet. Conn’s in [redacted] on [redacted] has not called me to update or anything, I called them on 4-14-15 & on 5-20-15. My wife is using boxes still for her personal items. We are extremely unhappy and it seems like nobody cares. A copy of this letter is being forwarded to the Revdex.com, as well. At this point, my wife and I wish we could return the furniture already delivered.

My name is [redacted], I live in [redacted] I purchased $4000 worth furniture from your [redacted]. on [redacted], February 16, 2015. The salesman (John [redacted]) told me and my wife the whole shipment of the furniture would be delivered to our home on 2-14-2015. He did tell us that a few pieces were not in the warehouse, but would be there by 2-20-2015. On 2-23-2015, he leaves a message on my home phone voice-mail stating that those few items weren’t in yet and they couldn’t deliver partial shipment. Mind you, this is the night before we are to get our furniture. This was unacceptable, so we had our furniture deliver because we had already got rid of old bedroom & dinette set. Anyway, we have everything but a dresser and 2-end tables. It has been almost 3-weeks and no one from the store has had the decency to call me and update me on the back-order of my furniture. My wife had to put her clothes in boxes due to no dresser. My thing is this salesman & his manager knew those items were out of stock when they placed the order on the computer. We were dealing with a overzealous salesman who did not even offer us the option of looking for another bedroom set. This store is rated a “0” for customer service. We don’t have a clue when the other items will be in. I’m told I have to come back to [redacted] which is 85 miles to the store to re-order the other items because the order was cancelled. They tell me the items are on back-order, but I don’t know they won’t call me. It like I’m invisible now and at their mercy. I will tell you that once this matter is resolved, your store will not any more of my business. My wife and I are first & last time customers, your store lacks proper sales etiquette. Also, when our friends comment on our beautiful furniture, we will tell them where we got it, but go to [redacted].

Signed,

[redacted] (unhappy customer)

[redacted]Desired Settlement: To get the rest of the furniture we ordered, soon.

Business

Response:

Thank you for the

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

2/16/15, [redacted] purchased the [redacted] dining set which consist

of five pieces (table and found chairs) and a [redacted] bedroom set

which consist of eight pieces (headboard, footboard, rails chest, dresser, two

night stand and mirror) which all came with a 1-year limited manufacturer’s

warranty.

We reviewed [redacted] complaint and found he was originally scheduled for delivery on

2/24/15 however; prior to delivery he was contacted and made aware that the

dresser and two nightstands had not been received at the warehouse as

scheduled. We confirmed with the store manager located in [redacted] where [redacted] made his purchase that at the time of purchase he explained to [redacted] that all items were not available for immediate delivery and Conn’s

was unable to delivery partial merchandise. [redacted] was given the option

to either cancel the dresser and nightstand from this invoice or wait until all

items were available to schedule delivery. [redacted] elected to cancel the

dresser and nightstands from his invoice and was made aware that he could

return to the store when the items are in stock to re-sign a new authorization

charge on his ** account. We show the dresser and two nightstands were

cancelled from the invoice and a refund of $1578.24 was processed towards his

** account.

[redacted] has been

contacted and is aware that the dresser and nightstand is now available for

immediate delivery. [redacted] will

need to visit his nearest Conn’s location to purchase these additional items.

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

gesture of goodwill we will mail [redacted] a $50 gift card.

If we may be of further

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

Kind regards,

Dyeisha [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 went to the store on June 6th and scheduled to have the rest of my furniture delivered on June 9th, tomorrow. I will inform you when the transaction is complete, thank you for your assistance in this matter. I believe you made the difference.

Review: In December of 2014 I walked in to the Conns at Address: [redacted]. As I was making my payment, The Store Manger ( [redacted]) approached me about an advertisement/ Christmas/ Promotion that the store was having. I was advised that if I made a purchase that night, Conns would join all of my accounts together and push out my next payment due on the current accounts. The next payment was due on 12/25/2014. Therefore, based on what [redacted] I would only have one payment due on 02/01/2015. On 01/26/2015 I began to get calls from Conns Collections stating that my account was 31 days past due. I contacted Conns Credit, Corporate and [redacted] at the store over 20 times regarding this situation.

As of today, my credit is showing that I have a 30 day missed payment on two accounts with conns. I spent almost 60 days dealing with Conns Credit and [redacted] from the Store. [redacted] advised me multiple times to not make the payment until he fixed the situation. On March 15/2015, I agreed to bring my account current as the Manager stated she was going to ensure that she was going to resolve this situation. As of today 04/07/2015, the situation has not been resolved! Conns Credit Department has also advised me that they declined to update my credit report due to me refusing to pay, in which I was following the directions given to me by the store manager.

I was completely mislead by the Conns Store Department in promising me a promotion that they did not uphold. This has caused my account to go past 30 days which is now being reflected on my Credit. Conns corporate will still not uphold their promise to retract the late payments from my credit report nor have they joined any of my accounts.

3/15/2015 CONNS.COM - [redacted] , TX ($29.27)

3/15/2015 CONNS.COM - [redacted] , TX ($29.51)Desired Settlement: I am seeking that the store waives the $60 in late fees connected to the accounts; Retract the two 30 day late payments to each of the 3 credit bureaus; send to me an apology letter in writing for the stress and inconvenience that they have caused.

Business

Response:

Thank you for the

opportunity to respond to [redacted] concerns regarding account #[redacted]

and [redacted] stated you

had concerns because the accounts were to be combined and were not. Now the

confusion has caused him to assess late fees and one 30-day credit mark on each

account.

As I sated in

our conversation today, April 14, 2015, we are in the process of reversing the

late fees and removing the 30-day late marks on your credit reports. Please allow the credit bureaus 30-60 days to

update [redacted] credit history to show the marks removed.

We value [redacted] as a customer, and sincerely apologize for any inconvenience he has experienced

due to this matter. Thank you,[redacted]

Review: On May ** 2014 I purchased furniture, TV and a Blue-Ray DVD player. Total purchase was $6991.58. Salesman, [redacted] was appreciative of the sale, that he had promised to come to my house and set up the Blue-Ray DVD player with the TV. Upon delivery, sofa and loveseat were soiled. After personnaly speaking with store manager, [redacted], he stated that we purchased floor models. I was NOT informed of purchasing floor models when signing the sales contract, only that I was receiving a discount for purchasing a large amount. [redacted] even stated that the furniture will be delivered from the Phoenix warehouse. An agreement between salesman and store manager was made, rather than returning the furniture, the store will send someone to the house to steam clean the furniture. Two weeks later, not only did salesman failed to set up my DVD player and TV, no one had cleaned my soiled furniture. Already frustrated, I drove back to the store and demanded new furniture. I was informed the furniture was no longer available, and would have to purchase another style. After voiding and completing a new sales contract with another salesman, [redacted], because [redacted] was no longer employed with Conn's,I waited an additional two weeks for my new replacement of sofa and loveseat. In addition, I finally opened the DVD player box and had set it up, since [redacted] failed on his promise. After completion of installation, a defect was observed in one of the ports. I brought the defected equipment back to the store, and was told it would take 7-10 days for the repair. I waited over 30 days before my DVD player was returned. When the unit was plugged back in, not only was it still not working properly, the blue tooth was not connecting to the surround sound speakers. Conn's technician came to my house to evaluate the problem and concluded that it was indeed a defective DVD player. I personnally spoke with another manager, [redacted] and was told the corporate office has to authorize the exchange or replacement.Desired Settlement: Managers of Conn's refused to loan me a Blue-Ray DVD player while mine was in service. I was out of a DVD player from the day of purchase, a total of three months and counting. If the DVD player is defected, then replace it, not make me wait. I would like a store credit for the loss of time without a DVD player, and a new replacment of the most current model Blue-Ray DVD player with surround speakers system.

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint. Our records show on 5/**/14,

Mrs. [redacted] purchased a LG 3D Blu-ray Home Theater System with a 36-month Repair

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

input plug was not working correctly on the DVD player. The unit was sent to

service; upon inspection the technician found parts needed to be ordered to

complete repairs. Once parts became available Mrs. [redacted]’s unit was scheduled

to install new parts on 7/**/14. The technician installed the necessary parts

to complete repairs; unit tested ok and was sent back to the store for pickup

on 7/25/14. On 8/6/14, Mrs. [redacted] contacted us again stating the DVD was not

connecting to the Bluetooth. After further reviewing Mrs. [redacted]’s repair needs,

Conn’s has agreed to exchange the LG 3D Blu-ray Home Theater System. Mrs. [redacted]

may visit her nearest Conn’s store location to complete the exchange process. We

appreciate Mrs. [redacted] for bring her concerns to our attention and we sincerely

apologize for the delay in service repairs. We will mail Mrs. [redacted] a $50 gift

card for any inconvenience she experienced during this process.

If

we may be of further assistance, Mrs.

Dulay may

contact Customer Service at ###-###-####

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

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

Business

Response:

Thank

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

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

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

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

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

order on 3/17/15.

We

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

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

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

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

exchange both her rails and crossrails.

If

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

Kind

regards,

Review: 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: I purchased air conditioner with warranty. The air conditioner stopped working 5 weeks ago. Conn's came out and stated it needed parts. It took 2 weeks for parts. After replacing 3 parts the air condtioner stopped working 2 days after repair. Conn's tookd 1 week to come out again and stated it needed to be replaced. They gave run around after 2 weeks and stated they had to order new one and it would take 2 weeks. It it over 95 degrees in Houston and I am a 85 yr old female. This is not acceptable.Desired Settlement: I would like air condtioner repaced ASAP.

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted]’ complaint. Our records show on 7/**/10, Mrs. [redacted] purchased Frigidaire 25,000 BTU air conditioner with a 48-month Repair Service Agreement, installation, and delivery totaling $865.82. Mrs. [redacted] contacted us on 6/22/14; stating her air conditioner was not cooling. A service call was scheduled for 6/**/14; upon the inspection the technician found three parts were needed to be replaced. The parts were ordered and arrived on 7/08/14; Mrs. [redacted] was scheduled for service on 7/10/14. On 7/10/14, the technician replaced the air conditioner compressor, capacitor, and drier filter; the unit was tested by the technician and test ok. Mrs. [redacted] contacted us again on 7/21/14; stating her air conditioner was not cooling and blowing hot air. A service call was scheduled for 7/23/14; during the assessment the technician found additional parts were needed to be replaced. The additional parts were ordered and came available on 8/05/14. The technician completed the repair on 8/14/14; by replacing the drier filter, condenser, cap tube, and evaporator the air conditioner tested ok and was up to the manufacturer specifications. We sincerely apologize to Mrs. [redacted] for her experience; if the problem occurs again Mrs. [redacted] may contact service to have a technician come and re-evaluate her air conditioner for a possible exchange.

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

Kind regards,

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 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: 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: In the first week of December I purchased a Sectional for my living room. The right side of the sofa was damaged upon delivery. It had a scratch on the leather arm rest. Several attempts have been made for them to repalce the sofa. They have promised to change it over and over but to this day they have not done so. I have personally gone to the Arlington Store and spoken to the manager and contacted their costumer services department. They came over and took pictures of the sofa and promised to replace it but it's been a month and I keep getting the runaround.Desired Settlement: I have purchased before from Conn's and have been a very satisfied customer before. I would like for them to replace my sofa as promised and for them not to keep giving me the runaround.

Business

Response:

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

review and research of [redacted] concerns, we were able to confirm that her

recliner was reported damaged upon delivery. Conn’s has agreed to honor [redacted] request to exchange the recliner; her new recliner is scheduled for

delivery on 1/30/15. We sincerely apologize for any inconvenience [redacted]

experienced as a result of the delay initiating her exchange. As a gesture of

goodwill, we will mail [redacted] a $50 gift card for customer satisfaction.

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

service at 1-877-358-1252.

Kind regards,