Conns Appliance, Inc.

Review: I purchase warranty on my refrigerator and it has been taking over a 1 week on them to order parts,as of today 5/7/14 a part that order came in still missing another part to cool for my refrigerator and he has to order once again another part of it,the whole refrigerator is out now not even the freezer is working and they can not come out to see the problem until they complete the first order which is really ridiculos for this to happen.We have no groceries it is going to be 2 wks already,and now they are telling me another week to order another part when they have not even open another ticket for the freezer part of the refrigerator. I purchase warranty for a reason.I need a new refrigerator this is not my fault only had it for 2 yrs,still paying on this fridge.Please help me[redacted]Desired Settlement: new refrigerator please

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted] complaint. Our records show on 4/26/12, Mrs. [redacted] purchased a

Samsung refrigerator with a 48-month Repair Service Agreement Plan. On 4/30/14,

Mrs. [redacted] contacted us stating the refrigerator was not cooling properly

but the freezer was working. A service call was scheduled for 5/2/14; upon

inspection the technician found parts needed to be ordered to repair the unit.

On 5/3/14, Mrs. [redacted] contacted service again stating that the freezer has

now gone out. Mrs. [redacted] was advised that a new service order could not be

open at that time due to parts already ordered however; the information would

be added to current service order for the technician to inspect the freezer

when parts arrived. Parts became available on 5/5/14; however one part was

missing and needed to be re-ordered. Mrs. [redacted] was notified that due to

the missing part, she would be re-scheduled to complete repairs on 5/14/14. On

5/14/14, the technician replaced the ASM cover damper on the refrigerator and

tested units cooling system which tested ok however; the technician found parts

needed to be ordered to for the freezer. Our record show parts are scheduled to

arrive on 5/27/14; once parts become available a technician will contact Mrs.

[redacted] to schedule a date for repairs. Although we are unable to honor her

request at this time for an exchange we are committed to repairing her refrigerator

as quickly as possible. We sincerely

apologize for any inconvenience Mrs. [redacted] has experience during this

process.

If we may be of further

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

Kind regards,

Review: I purchased the product in October 2013. I got a hard drive failure error in March & took the PC in for repair. PC was returned & error occurred after less than a week. PC was returned for service in April for same issue. Picked up PC & less than a week's use, hard drive error reoccurred. Took PC back for third time in May. Picked up June 7 & got same error upon trying to boot up PC. Top of monitor was not put back together completely-gap @ top. Called service & was told to send back for service again. Purchased repair service agreement states replacement will occur if unable to repair product after three service attempts. Agreement is not being honored. I am being told I must return the PC a fourth time. I have been unable to use a product I'm still paying for in 3 months.Desired Settlement: I would like a refund of all payment & cancelation of the retail installment contract & repair agreement with no liability for me.

Business

Response:

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

10/16/13, Mrs. [redacted] purchased a Hewlett Packard Pavilion Aio computer with

a 25-month Repaid Service Agreement Plan. After further review and research, we

show Mrs. [redacted] placed five service calls regarding her computer; however

only two service calls were completed. On 3/12/14 and 5/11/14, both service

orders were cancelled due to Mrs. [redacted] did not bring computer into service

for repairs and on 4/13/14, the service order was cancelled due to the

technician ran diagnostic test for two days and no issues were found. The last

service call we received from Mrs. [redacted] was on 5/21/14, stating the

computer is displaying an error message disc failed. We received Mrs. [redacted] computer on 5/27/14; upon inspection the technician ran diagnostic tests and

unit tested ok however, he reported the hard drive was making squeaking sounds

not associated with normal operation and a new hard drive was ordered for

repair. On 5/29/14, the technician installed and imaged the new hard drive and

completed updates; unit tested ok and was returned to the store for pickup. As

of 6/19/14, Mrs. [redacted] has not contacted service to report any further

issues regarding her computer. If Mrs. [redacted] is in need of service, she can

contact the Service Department at [redacted] to schedule a service

appointment. At this time we are unable to honor Mrs. [redacted] request for a

refund on payments made to her account or cancel her retail installment

contract. Mrs. [redacted] may cancel the Repair Service Agreement at any time and

receive a pro-rated refund.

If

we may be of further assistance, Mrs.

[redacted] may

contact Customer Service at [redacted]

Kind regards,

Review: When they delivered my bed they tore the fabric on my box springs. So I called and talked to the delivery people and we worked out a deal to just refund me my delivery charge. So I assumed that the delivery charge was refunded to my account. When I went to pay off my bill I found out that the delivery charge was never taken off. Now they tell me they can't take it off because it has been too long. I have spent [redacted] dollars at conn's and will not spend another dollar. I took their word that my delivery charge was refunded like they said and I guess I was stupid. So for ** dollars Conn's will lose thousands. And the manager by the name of chase was one of the rudest managers and acted like he did not care or want to help.Desired Settlement: Just my delivery refunded that is all.

Business

Response:

Thank you for the opportunity to respond to **.

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

Celebration king mattress and received a free [redacted] box spring. **.

[redacted] delivery was scheduled and received on [redacted] Although we have no records of any issue

reported regarding the box spring, as a good will gesture Conn's will honor **.

[redacted] request and refund the delivery charge of $[redacted] As of [redacted], a check request has been

submitted in the amount of $[redacted]; please allow 7-10 business days to receive

the check.

If we may be of further assistance, [redacted]

may contact Customer Service at [redacted].

Kind regards,

Customer Relations

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: 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: 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: 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: I have been harassed by Conn's collection department for 3 months. They keep calling my mobile phone looking for [redacted] and they are contacting the wrong number incessantly. I have called them 4 times and asked to have my number removed from her account. They assure me it has been deleted, and then I receive more harassing collection calls. It needs to stop.Desired Settlement: I want them to remove my mobile phone number from the file of this [redacted] person and STOP HARASSING MY MOBILE PHONE.

Business

Response:

Thank you for the opportunity to respond to [redacted] concerns regarding an account. [redacted] stated he has been receiving collection calls regarding an account that is not

his.

We have determined this account belongs to another customer

and [redacted] telephone number was linked to the account in error. We have placed a cease and desist on the

telephone numbers provided by [redacted].

In the event [redacted] receives any further calls from Conn’s

we ask that he contact us immediately so we may address the issue further.

We sincerely apologize for any inconvenience [redacted] has received due to this matter.

Review: On February 11, 2013 my husband and I purchased a Sony NEX-F3 digital SLR camera from Conn's in Waco, TX. I also purchased an extended warranty for $149.95 that will cover the camera until 02/11/2017. In March of 2014 the loading mechanism (which hold the memory card in place)stoped working. Which means I can't save any pictures that I take with my camera. Thus meaning the camera is rendered useless. I took the camera into Conn's they sent it off to their service repair center, and told me it would be a week. It ended up taking a MONTH for me to hear anything about the camera. Finally the technician who was working on the camera called me and told me that he could not figure out why the memory card would not go back in and that he was sending to off to SONY. He then called me back the next day and said that he couldn't send it to SONY because my manufacturers warranty had expired. Seeing as how I had the EXTENDED warranty through Conn's I fully expect them to cover the cost of fixing my camera. The tech than explained that since my issue was so minor that he would send it back and refer me to a local camera shop who could fix it for around $20 and conns would credit me back for that. Come to find out there is no one authorized to work on the Sony NEX-f3 except SONY! To make matters work the tech marked my camera as "physical damage" despite the fact that my camera is in perfect condition, it's over a year old and still looks brand new. I've never dropped it or exposed it to liquid. For the past two months I've been going back and fourth with service and customer service to take a look at my camera so that they can see it's not physical damaged and stand behind their warranty. Overall the customer service has been horrible and I feel I am being cheated out of the money I paid for the extended warranty. I just want Conn's to stand behind their warranty and fix my camera.Desired Settlement: I would like to see one of three things happen; A. Conn's pay to have my camera fixed through SONY (would only cost $88). B. Conn's allow me to exchange my camera for the same model, or equal model.C. Conn's refund me for the extended warranty. I have attached pictures of the camera showing that it is in perfect condition and I am willing to send the camera in to Conn's to prove my camera is perfectly fine and that the technician just didn't do his job and he lied about the condition of my cam.

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted] complaint. Our records show on 2/11/13,

Mrs. [redacted] purchased a Sony digital camera with a 48-month Repair Service

Agreement Plan. On 3/13/14, Mrs. [redacted]’s contacted us stating there was a

problem with the memory card slot and it would not allow card to go in all the

way. The camera was sent to the service center for repair on 3/25/14; upon

inspection the technician did not find any defects with the camera however, he

did find the memory card slot was damaged which is why Mrs. [redacted]’s memory

card would not go in all the way.

Physical damage is not covered under the Repair Service Agreement Plan

that was purchased therefore; the unit was return to the store unrepaired. At this time we are unable to honor Mrs.

[redacted]’s request to repair or exchange the camera due to physical damages is

not covered. Mrs. [redacted] my cancel the Repair Service Agreement on her account

at anytime by faxing a cancellation request to [redacted] to receive a

pro-rated refund.

If

we may be of further assistance, Mrs.

[redacted] may

contact Customer Service at [redacted]

Kind regards,

Consumer

Response:

Review: I purchased a refrigerator from Conn's in [redacted] on xx-xx-xxxx. Within a few days they had a company deliver the purchase. Since that delivery was done by two of the most inept people in the state, I began to wonder whether purchasing something from Conn's was a good thing. They had to remove both front refrigerated doors, remove the entire drawer system to the freezer, removed the front door before deciding to remove the rear door and bringing it that way. I honestly didn't mind them doing that but I had to reinstall both doors, while these two tried to reassemble the doors and freezer drawer system - a task that when completed looked like the product of something done by the [redacted].I made several calls to the store and Conn's customer service people to have someone come out and reassemble the doors but to no avail. They insisted on sending the same delivery company out to correct the problem and I insisted on a trained technician since I had purchased an extended service contract. Meanwhile I was losing food due to outside room air infiltrating into the refrigerator. Mind you the manufacturer's warranty was still in place but as soon as I told them what the problem was they told me it wasn't their fault, rather the store's problem to fix - it was their delivery service that created the problem and the last calls to Conn's went unanswered. Yesterday I opened the freezer section drawer and the middle tray came out in what appears to be two be two unbroken pieces. I cannot get down on the floor to try and fix it since I am permanently disabled having partially lost the use of my legs while serving in the military. In other words, unless Conn's is forced into fixing the refrigerator properly by trained people, I now own a non air tight refrigerator and a freezer that requires me to dig, dig and dig for items instead of just reaching into a shelf. It's turned into nothing more than a big stainless steel boat anchor.The other problem I have encountered with Conn's is their creative book keeping and their deceptive business practice of having their sales staff add charges onto the contract without the consumer's consent or knowledge. I was charged approximately $[redacted] for insurance to cover the loss of the unit should it be stolen or damaged in a fire or other disaster. When I asked what that was for, the salesman told me to bring in a copy of my homeowners policy and the charge would be removed. I did so but the payment did drop and I questioned Conn's customer service AGAIN and to this day have not received a reply. I was told by store personnel including the various managers that the amount is deducted at the end of the contract. Now if you can't see the problem with this, then you would also be deceived and ripped off. Let's say the total of the purchase for the refrigerator and service contract was $[redacted]. Now add the $[redacted] for insurance and you have a total of $[redacted] These figures are examples but Conn's adds the interest on $[redacted] into the payments and not the actual $[redacted] for goods received, they amortize on the larger figure and make additional money on something not in my possession. After I brought in my homeowners policy and was told Conn's would deduct it from the contract amount, I assumed the payments would go down as any reasonable and prudent person would. I also figured that without changing the original payment amount which I had budgeted into my monthly expenses, I could afford an additional furniture for our home. With that in mind, I also purchased three items, a desk, chair and a corner table on the condition it would be delivered in time for a party I was having. I even paid to have the three pieces assembled. Conn's delivered the pieces two days prior to the party, which was good and the delivery company sent two different people, which appeared to be better but that's where it stopped. Those two tried assembling the desk three times before they got it right, rather almost right since I had tDesired Settlement: DesiredSettlementID: Other (requires explanation)

Repair / replacement of refrigerator. Amended contracts for product bought and credit for over payments.

Business

Response:

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

complaint. We would like to apologize to [redacted] for the experience he had

regarding his purchase. Our records show

on [redacted] purchased a [redacted] and mount with us which were

delivered on [redacted]. After reviewing complaint a service call has been set-up for [redacted] to address the

uneven doors.

According to our records, property insurance was applied to both

accounts at the time the contracts were signed by [redacted]. On a

property insurance credit in the amount of $[redacted] was applied to account

#[redacted]. Also, on [redacted] a property insurance credit in the amount of

$[redacted] was applied to account #[redacted].

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.

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

Regards,

I responded on [redacted] to your organization that I was unsatisfied with the way Conn's does business and the quality of the service in NOT fixing the problems. SO please don't say I didn't respond and put this in resolved. This matter is still open and unresolved. Conn's knows it and you do too. Pleae ackno9wledge receipt of this email.

Business

Response:

Our records show we have addressed [redacted]’s

original concerns. As stated in our

previous response a service call was set-up for [redacted], upon inspection the

technician checked the refrigerator and no problems were found. We have attached a copy of [redacted]’s signed

service order acknowledging the completion.

We have also attached a copy of [redacted]’s general loan ledgers showing

the insurance credits that have been applied to his accounts.

If we may

be of further assistance, [redacted] may

contact Customer Service at [redacted].

Kind regards,

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.

You still don't get it. Conn's never re-wrote the interest rates on either account prior to the first payments being made. If there was property insurance on the second contract and they deducted it, did they also deduct an amount for the piece of furniture they failed to deliver? According to the notes you have sent, it doesn't appear they did. Secondly, the problem with the drawer in the freezer still exists because the service techs told me "that's as good as we can get it". This problem isn't resolved just ignored.

Regards,

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 WENT TO THE STORE IN AURORA COLORADO ON 10/05/2014, A FEW DAYS PRIOR I APPLIED ON LINE FOR A CREDIT CARD FROM CONNS. MY FRIEND AND I WALKED INTO THE STORE, WAS GREETED BY A MANAGER THAT WAS VISITING THAT LOCATION. I TOLD HIM THAT I WANTED A SURROUND SOUND FOR MY LG TV. HE ASKED MY PHONE NUMBER AND LOOKED UP MY APPROVAL. HE THEN HAD ME FOLLOW HIM TO THAT AREA. HE CHOOSE THE MOST EXPENSIVE SURROUND SOUND UNIT. I TOLD HIM I DIDNT NEED ANYTHING THAT BIG. HE SAID THIS SONY WILL DO JUST FINE. I SAID OK. HE GAVE ME ALL THE FEATURES, TOLD ME IT WAS EASY TO HOOK UP TO MY LG TV. HE HAD AN NEW SALES ASSOCIATE FINISH THE REST WHILE I SAT IN A CHAIR. AS I WAS WALKING OUT THE DOOR WITH THE SALES ASSOCIATE BEHIND ME, HE HANDED ME THE RECEIPT AND THE REFUND POLICY. THE ASSOCIATE PLACED THE BOX IN MY CAR. WHEN I GOT HOME THE UNIT DDNT WORK ON MY LG TV. I TOOK IT BACK TO THE STORE WHERE A NEW MANAGER TOLD ME IT WAS A 50% RESTOCKING FEE EVEN IF I WAS TO EXCHANGE IT. I TOLD HIM THAT I WOULDNT PAY THAT. HE SAID TO CALL CUSTOMER SERVICE ON MONDAY, THE NEXT DAY. I WAITED BECAUSE I WAS SO UPSET TILL FRIDAY. I CALLED AND THEY FILED A CLAIM. I CALLED BACK ON WEDNESDAY 10-22, AND THE CLAIM WAS NEVER FILED. I SPOKE TO A REP THERE AND SHE TOLD ME THERE WAS NOTHING THAT THEY COULD DO BECAUSE I DID HAVE THE RETURN POLICY IN MY HAND AS I WAS WALKING OUT THE DOOR. I ASKED FOR A MANAGER AND HE FILED THE CLAIM AGAIN. HOWEVER, I ASKED FOR HIS TITLE AND HE SAID HE WAS A CUSTOMER SERVICE REPRESENTATIVE. I ASKED FOR A MANAGER AND HE TOLD ME THAT ONE WAS NOT AVAILABLE FOR ME TO TALK TO. I AM JUST GETTING THE RUN AROUND. CONN'S REALLY CONS YOU OUT OF YOUR MONEYDesired Settlement: I WANT A FULL REFUND.

Business

Response:

Thank you for the opportunity to respond to Mr. [redacted] complaint. Our records show on 10/05/14, Mr. [redacted] purchased a

Sony soundbar with a 24-month Repair Service Agreement. Mr. [redacted]

elected to pick up his soundbar from our Denver, CO location; Mr. [redacted] signed

acknowledging his soundbar was received in good order.

Mr. [redacted] contacted us on 10/22/14; stating his Sony

soundbar was not compatible with his television and he wanted to exchange the

unit. Mr. [redacted] was advised he is still within the Return and Exchange

Policy and may return/exchange his soundbar with a 15% restocking fee which

expires on 11/05/14. We spoke with the Operation manager who

stated Mr. [redacted] may contact his local Conn’s location for assistance with

troubleshooting the soundbar.

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

the 15% restocking fee.

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

Customer Service Department at [redacted]

Kind regards,

Review: I purchased a furniture set from Conn's in Sugar Land for nearly $3,400 less than a year ago. I have had numerous issues with the furniture. I tried to return the sofas two days after delivery and was told they would repair the furniture. They sent a man out on three occasions to repair the furniture, and a fourth time to inspect the furniture. Each time, he was unable to complete the repairs without additional parts. Now, the furniture is falling apart, and there are springs coming through the wood, the cushions are flat, there is exposed wood and metal and missing padding in the armrest, and one arm of the love seat is about to fall off. In July, I called Conn's again and told them I wanted a refund. They told me they would have a repair person come and assess the furniture again. He came and said the repairs needed were so extensive that he could not repair them in my house. He said there were serious problems with the furniture. About a week later, Conn's called and told me the defects were normal wear and tear and they would not replace or refund. I received nothing in writing. No phone number or names of the people making these decisions were ever given to me to discuss, despite pleading for someone higher up to handle my case. I called again and opened a case with the Resolution team at Headquarters on 08/08/14, and someone left a message on my cell phone with no name or phone number that I didn't purchase the extended warranty, so they would not be repairing or replacing the furniture. I visited the store last night and spoke with the manager. He called today and said he spoke with someone named [redacted] who was head of the Conn's Exchange program and she said that I refused service, so they could not repair, replace or refund. The furniture is still covered under warranty. Conn's is not honoring the one year warranty and when I have opened a case on the Customer Service website, they just close the case. I submitted a letter, with pictures showing the defects. Never heard anything back. Calls are suddenly disconnected. Service calls are no shows and when I call to inquire they say I refused service, which is simply NOT TRUE. Someone says they emailed me, but I never received any emails. Turns out they had the wrong email address and closed the file. Another time, they said they did not have my phone number, and closed the file. I have been fighting with them for almost a year now. I need help please. My children have been cut from the multiple springs sticking up through the cushions. The sofas still have the tags on them. Conn's is being deceptive in their practices, they have lied to me, and falsified the account of what has happened. They scheduled a service call and never showed another time, and when I called to inquire about it later, they told me that they decided to replace the ottoman of my set. Now, they will not honor that and they never communicated that to me for months!!! They are deceptive in everything they do. Initially, I was told that if I wanted to return the furniture, just two days after I took delivery, that I would have to pay for shipping the furniture back and pay a 10% or 15% restocking fee. That would have been several hundred dollars, if not more. It seems once you make a purchase from Conn's, you are stuck with it and they will lie, cheat, hang up, elude your calls, and make every excuse in the book to get out of repairing, replacing or refunded. I am stuck with thousands of dollars of debt for furniture that we can not even sit on safely. They have told me that I can relinquish the furniture back to them, but I would still be responsible for payments on the furniture. That is ridiculous.Desired Settlement: At this point, I just want my money back and Conn's to come pick up this furniture. I have complained and contacted Conn's numerous, numerous times (more times than your form allows), I have spoken with the Store Manager, who told me just last night that the furniture was bad and he wasn't happy about it either!!!! Conn's needs to credit me back all of the payments I have made on this furniture, and come get it.

Business

Response:

Thank you

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

9/09/13, Mrs. [redacted] purchased the Jackson Suffolk furniture set which consist

of four pieces (sofa, loveseat, chair and ottoman) with a 1-year limited

manufacturer’s warranty and received delivery on 9/15/13. On 10/3/13, Mrs.

[redacted] contacted us stating the cushions were caving in and making a squeaking

noise on all furniture pieces. A service call was scheduled for 10/19/13; upon

inspection the serviceman found the cores was misshaped and sagging and needed

to order seat cores to repair. Mrs. [redacted] informed the serviceman that she

wanted to re-select new furniture and did not want parts ordered therefore; the

service order was cancelled. A service

representative attempted to contact Mrs. [redacted] to inform the service will

need to continue however, they were unsuccessful their attempts. On 10/25/13, a

new work order was created to order parts to complete repairs on all furniture

pieces. Once the parts became available Mrs. [redacted] was scheduled to complete repairs

on 11/22/13; the serviceman installed the new seat cores to the sofa, loveseat,

and chair however; there was a delay receiving the parts to repair the ottoman

therefore, Conn’s agreed to exchange the ottoman. The serviceman also notated

the right top decking on the sofa was tearing at the seam and created a new

service ticket to order parts to repair. Once parts became available Mrs.

[redacted] was scheduled to complete repairs on 3/8/14 however; the serviceman

reported no one was at the resident at the scheduled time therefore, the order

was cancelled. Mrs. [redacted]’s last service call was received on 7/30/14

regarding damages to the sofa, loveseat, and chair. A service call was

scheduled for 8/4/14; upon inspection the serviceman found all three furniture

pieces decking were ripped, spring clips pocking through fabric, seat and arm

cushions worn down to wood, and sagging. After further reviewing the serviceman

findings and photos, a service representative contact Mrs. [redacted] on 8/8/14 to

inform her damages from wear and tear are not covered by the manufacturer’s

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

the furniture for a full refund due to Conn’s has No Return on furniture; based

on the serviceman findings her furniture does not meet the qualifications for

an exchange.

If

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

Kind

regards,

Consumer

Response:

Hello,Thank you for your assistance in my dealings with Conn's regarding the furniture I purchased from them. To date, nothing is resolved and I have not heard back from Conn's since I responded on this website. I have enclosed the manufacturer's warranty for the sofa, love seat, 1/2 sofa and ottoman, along with my receipt and the letter I sent to Conn's including pictures, sent well before I contacted the Revdex.com. Although I realize that the one-year warranty has expired now on the furniture, I made every effort to address this well before the warranty expired. I still have not received the new ottoman, as the store manager says he can not give it to me. They have made several excuses, such as the items were no longer under warranty (not true), the defects were the result of "normal wear and tear" and I have a saved phone message from the Conn's Corporate office from 09/3/14, stating that since I did not purchase the extended warranty from Conn's then the repairs would not be covered. Please let me know if you need any further information from me. What can I expect to happen from here, please?

Review: I purchased a sofa set in December 13, 2013. I filled a repair claim on 7/8/14 to have love seat, ottoman, sofa, and chair repaired because the threat was becoming unraveled. [redacted], repairman went to my house on 8/2014 and inspected the furniture and put in a claim to order parts to fix ottoman only. Mr. [redacted] explained to me that the threats on the other furniture were becoming unravel because the material was no good and it would be better to replace those particular pieces of furniture (love seat, sofa, and chair). Parts for ottoman were delivered on 8/18/2014. [redacted] went back to my home to repair the ottoman but he noticed that some parts were missing. I spoke to customer service and apparently parts were going to be ordered again. I received parts gain on 9/26/14. I placed another service call to notify Conn's that the parts had arrived. Appointment for repair was made for 11/1/14. On said date [redacted] notified me once more that the part he needs to repair ottoman was not the correct part. I called Conn's service department to let them know that this claim was made since 7/14 and nothing has been resolved. The other remaining of the furniture is not being worked on either.Desired Settlement: I would like to have my furniture replaced because as time passes by and no repairs have been made, I have noticed that the damage is increasing on the furniture.

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted] complaint. Our records show on 12/13/12, Mrs. [redacted] purchased

a Melody furniture set which consisted of (4) pieces; sofa, loveseat, chair,

and ottoman with a 48-month Furnituregard Plan on all four pieces. Mrs.

[redacted] elected to have her furniture delivered; we show Mrs. [redacted] signed

acknowledging all furniture pieces were delivered on 12/15/13 in good order.

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

service department on two separate occasions regarding all four furniture

pieces; Mrs. [redacted] contacted us on7/08/14 stating water had

spilled on her furniture and on 10/22/14 stating the

furniture thread was unraveling. After reviewing Mrs. [redacted]’s service

history Conn’s agreed to exchange her furniture; on 11/07/14Mrs. [redacted]’s

exchange was approved. Mrs. [redacted] was given a total credit up to the

original amount she paid of $ 1,999.96 to re-select a new furniture set.

We attempted to contact Mrs. [redacted] on 11/18/14 regarding her

approval, but we were unsuccessful in our attempt. Mrs. [redacted] may visit

her nearest Conn’s location to initiate her exchange and scheduled delivery.

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

Customer Service Department at [redacted]

Kind regards,

Review: I purchased a bed on 9-19-2014, it was delivered 9-20-2014. When the delivery person took the plastic off I noticed the mattress cover had a fray where the fabric looked as though it was coming apart. I went to the store asked for the Mgr. on Tuesday 9-23-2104, he was not in, spoke to a salesperson, showed him a picture I took with my phone, he gave number to call, I did that, it took forever for them to get to the right person. The sent [redacted] out, he thought it was a [redacted] went out to get a cleaner, that did not changed the mattress because it is not a [redacted], the mattress fabic is pulling apart. I have called and spoken to everyone at Conn's, they have in turn told me that I waited too long. I went in the store on 9-23-2014, continued to call, I am not spending $1200.00 on something that is defective!Desired Settlement: Either they can pick up the bed or bring a new mattress.

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted] complaint. Our records show on 9/19/14, Mrs. [redacted] purchased a Sealy Avila

Vista full mattress with a limited manufacturer’s warranty. Mrs. [redacted] delivery was scheduled for 9/20/14 and she signed her delivery ticket

acknowledging she received her mattress in good order.

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

department on 10/01/14 stating there was tear in her mattress. A service

appointment was scheduled for 10/16/14; upon inspection the serviceman found there

were snags in the mattress and the stitching was coming loose. Our records show

on 10/22/14; a furniture coordinator attempted to contact Mrs. [redacted] to

notify her that the reported damages were not covered however; they were

unsuccessful in their attempt.

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

exchange; based on the serviceman’s findings and the photos provided, the

reported damages are not covered by the manufacturer’s warranty. We have included

a copy of Mrs. [redacted] signed delivery ticket and inspection report in our

response.

If we may be of further

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

Review: We purchased a refrigerator from Conns on */*/*4. We also purchased the extended warranty on the product for a 4 years. The fridge failed on [redacted] 5, 2**4, with the motherboard failing. We had to wait *8 days to get the parts in and the repair to be done. The fridge then failed again a week later. Since then the fridge has not been repaired, despite repeated calls and over a dozen service visits. We were told parts were on order and they could do nothing until they came in. We were consistently told that because the fridge was still under manufacture warranty the delay was due to that. I called customer service repeatedly and begged for someone to call me back to resolve this issue. To today I have not received a call. I called in on [redacted], 2**4 to the service department and was told that finally a replacement fridge was authorized and he was surprised as I should have received a call on the 28th but did not. We were told that we would be able to go pick out a new fridge and that all costs would be covered to get us a replacement of the same quality and that the extended warranty would transfer to the new fridge as the used the manufature warranty to replace. We went to the store today to pick a new fridge and were told that we could not get a comparable fridge and that the warranty would not transfer. I am paying my monthly bill for an appliance that does not work, have not received any phone calls for assistance and then was told I could not have the product I paid for.Desired Settlement: Refrigerator - $*699.99 4 year warranty - $379.99, Delivery Charge - $79.99 Sales Tax -$*74.96 Total $2334.93 Food loss $*,[redacted].** Total requested $32334.93

Business

Response:

Thank you for the opportunity to respond to [redacted]

complaint. Our records show on */**/*4, [redacted] purchased

a [redacted] door refrigerator with a 4*-month Repair Service

Agreement. [redacted] was scheduled to have her refrigerator delivered

and installed on */*2/*4; we show [redacted] signed acknowledging her

refrigerator was received in good order.

We received [redacted] complaint and found she contacted our

service department on four separate occasions regarding her refrigerator. [redacted]’s last service call was placed on **/23/*4; [redacted] stated the

refrigerator freezer door would not open, ice maker was not working, only one

section of the refrigerator was cooling, and the shelves were broken.

After reviewing [redacted] service history we found there was a delay

servicing [redacted] refrigerator, therefore Conn’s agreed to exchange her

refrigerator. On **/*7/*4, [redacted] exchange was approved; [redacted] was given a total credit up to the original amount she paid of $*,699.99

to re-select a new refrigerator. We confirmed [redacted] went to her

local Conn’s location to initiate her exchange and was informed the warranty

would not transfer over to the replacement model.

After further research we found [redacted] was misinformed that

her refrigerator was not exchange under the terms of the Repair Service

Agreement coverage. Therefore, the Repair Service Agreement coverage will

continue on the new refrigerator once she has re-selected.

In regard to [redacted] food loss claim we show [redacted]

submitted a food loss claim on */*9/*4; the claim was approved

and a $*5*.** check was mailed on */*5/*4. The Repair

Service Agreement covers food loss up to $*5*.** per verified occurrence.

We show [redacted] contacted us on **/23/*4; stating her

refrigerator was mot cooling again. Although we do not show another

claims form was received; Conn’s has agreed to expedite the claim and send [redacted] another $*5*.** check. We ask [redacted] allow 7-** business days

to receive check. We sincerely apologize to [redacted] for the

experience and any inconvenience that has been caused.

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

Kind regards,

Review: The fridge went out. we called the service for repair. we were told they would contact us after 48 hours. The call was made on Friday. we did not receive a call till the following Thursday. After they called they scheduled an appointment for Jan 8, 2015. The fridge is completely out. we had to borrow a Neighbors fridge temporary. the fridge was out the Friday before Thanksgiving. The man shows up on 1/8/15 and stated we did not have the fridge on and left. How did we know we had to have a broken fridge plug in. We were not told. The fridge has been placed outside. Each time we called to find out when we were going to receive a call about our repair, we were told we had to wait. When they called they still stated we had to wait. How is a customer going to be without a fridge for that long of a time. The repair man was very rude and just walked out the door without saying anything to us. he just stormed out mad.Desired Settlement: we want a new fridge. we should not be treated as we are nothing. The bill was paid off fast without any problems on our side. Conns should be more considering to their customers.

Business

Response:

Thank you for the opportunity to respond to [redacted] complaint. Our records show on 5/04/13, [redacted] purchased a

Frigidaire side-by-side refrigerator with a 24-month Repair Service Agreement.

After further review and research of [redacted] complaint, Conn’s has agreed to honor his request for an exchange

under the Terms and Conditions of his Repair Service Agreement. Our records

show we no longer have the refrigerator [redacted] purchase therefore; we

issued a store credit to re-select another refrigerator for up to $949.97 which

is the original amount he paid. On 2/4/15, we spoke to [redacted] and informed

him of the approved exchange. We sincerely apologize for any inconvenience [redacted] experienced as a result of service delay.

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

service at 1-877-358-1252.

Kind 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,

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: 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]