Conns Appliance, Inc.

Review: I am in a contract with conns applience,I bought my merchandize in [redacted] tx.this complaint is with there collection practices that I believe come out of a call center.I have a 10 day grace on my bill and I always pay before the 10 days.but this morning I payed my bill as always and got a conf number.they called me from number [redacted] talked to my [redacted] which she told them the payment has been payed and told them she had a comf number and the young lady said she had it,but was still wanting payment,[redacted] told her that this had been payed and to not call again for no reason.got a call from them again same number at 958 am after was told to stop.Desired Settlement: I want the harressment to stop,the way I read they do this to people all over the country.this is fraud when the know they have gotten a payment yet to keep calling.they need to uphold there contract.

Business

Response:

Thank you for the opportunity to respond to [redacted] concerns regarding his account. [redacted] stated he is receiving collection calls before his 10 day grace period is

up.

When the payment is late, we begin call attempts

as a reminder to ensure payments will be made timely. It is a normal

practice for our company to begin call attempts the first day the payment is

late.

To prevent the calls [redacted] has the option to pay on-line,

in his local Conn's store, by mail, or over the phone if it is more convenient

for him, before your due date. Additionally, if [redacted] pay date has

changed, he may benefit from requesting a change of his due date each

month. We ask that **. [redacted] contact us

if he would find this beneficial.

According to our records, [redacted] began receiving

collection calls on [redacted] 5, 2014 since his payment was due on [redacted] 4,

2014. Please note, Conn’s does not offer

a grace period on the retail installment contracts. When payment arrangements have been made, it

takes 24 hours to remove the telephone number from the system to stop the

collection calls. We value **. [redacted] as a

customer and appreciate him bringing this matter to our attention. Thank you,[redacted]

Review: was told I was behind on my payments I have fax conn's proof of payments was told the payments went to another account (belonging to the mother of my children)was told that they (conn's) it was going to take about three days it has been monthsss.can't seem to get anyone to correct the issue.Desired Settlement: would like my account to be corrected and all fees, late & any fees that have been attached to my account because of this be removed

Business

Response:

Review: In [redacted] I financed a computer for my [redacted], when trying to finance a house I asked her to pay of the remaining balance which she did in [redacted]. She called Conn's to request the payoff amount and subsequently paid off the amount she was told. On [redacted] collection phone calls began. With further investigation it was found that the amount my [redacted] was told to pay was $0.40 short, but no one called or wrote to explain the discrepency in charges. At that time my [redacted] was told that she needed to pay $43.00 to get the account current, which she paid on [redacted] with a confirmation code of [redacted]. Days later she was told that the payment could not be accepted, though the removed the funds from her account and never refunded the money to her. In the past 2 months my family and I have had harrassing phone calls at all hours of the day and night, sometimes minute to minute on the same number, to collect the balance. The collections agents are very rude and do not care to answer any questions as to why we are receiving different amounts to pay. One person says $325, another says $351, another says $43, one says$ 591.81, while 2 others state $121 and $124.96. They do not let us speak but instead continue to cut us off saying no more than "How are you paying for that today" over and over as I can't get a word in edge wise.Desired Settlement: Since the original pay off was only $0.40 short and my [redacted] paid the $43.00 they requested I ask they take that money (since they did anyway with no intention to refund even though they state they refuse the payment) and leave the account as closed. They waited a year and a half to contact anyone and my credit has suffered the price (which they threaten me about at every call). I also wish for these calls to stop.

Business

Response:

Thank you for

the opportunity to respond to [redacted]’s concerns regarding account #[redacted] stated she paid the account in

full; however, it is still opened.

According to

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

[redacted]. That contract included

a 6-month no-interest financing promotion.

On [redacted] called our automated system and

obtained a payoff balance of $[redacted].

[redacted] made a payment on [redacted] in the amount of

$[redacted]. This left an outstanding

balance on the account of $[redacted].

On March 2,

2013 a letter was mailed to the address on file for [redacted] letting her

know that there was an outstanding balance left on the account and her

cash-option was about to expire.

As a one-time

exception and a goodwill gesture, we will reinstate the cash-option, remove any

negative credit marks, reverse late fees and close the account.

Please note, it

can take 7-10 business days for us to make the above corrections on the account

and for the account to close and it may take the credit bureaus 30-60 days to

update their files.

will receive a close-out letter within 30 business days of the account

closing.

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

Review: This complaint is for the Conn's Store at [redacted]. We purchased a show room floor model lawn mower on credit. The mower would not work so it was returned to the store where the manager offered to send it to the shop and fix it. Picked up the mower a second time and took it home; mower still did not start. Returned it again, and again the store sent it to the shop to be fixed. On the third time that the mower did not work at home it was returned and manager tried to start the mower in the store. It still did not work. Manager offered to credit the account and kept the broken mower. Almost four months later we are still receiving phone calls from Conn's for payment on the account. Each time the situation is explained and the person is told that the faulty mower was returned and the account was supposed to be credited.Desired Settlement: We want the company to stop calling us trying to collect payment on a lawn mower that was returned faulty. We want our account credited for any initial payment or payment made from time of purchase as the mower never worked and the manager of this store told us our account would be credited.

Business

Response:

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

complaint. Our records show on [redacted],

[redacted] purchased a Floor model [redacted] personal pace mower with us that had

a manufacturer’s warranty. [redacted]

has been contacted and Conn’s has agreed to return the mower and issue a full

credit of $[redacted] to her account. Once

the credit has posted [redacted] will receive a refund for the payments that

were made.

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,

[redacted] spoke to [redacted] (or [redacted] (sp?) from Conn’s on [redacted], and [redacted] stated that they would be mailing her a check in about a week for $[redacted] to her P.O. Box. She has not received a check to date, however someone called her [redacted]’s house over the weekend asking again for [redacted]’s address and telephone number. [redacted] has called [redacted] at [redacted], ext. [redacted], twice on [redacted] and [redacted], but has not received a returned phone call.

Consumer

Response:

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

Regards,

Review: Refusing to have a unit shipped to the store for exchange and will only issue store credit not a refund and they do not have anything comperable

I purchased an A/C and heat unit from Conn's in [redacted] and in now 6 days ago the unit failed. I contacted Conn's and was told I would be contacted within 24 hours. No one called and when I called they stated they were looking for someone to service the unit. I contacted the manufacturer and they were also looking. I was contacted by the manufacturer and they informed me that the unit would be exchanged. They would contact Conn's and they would locate a unit and have it shipped to the store for pickup. Meanwhile it was 90 degrees in my home for 3 days and I and my husband both had to take days off from work to contact Conn's and the manufacturer. Conn's corporate office called and stated that we needed to return the unit to the store and they would exchange it and if they did not have it in stock that it would be ordered. We explained that we were told that would make sure the store had the unit and again we were told to contact the store. I contacted the store and the unit is not available and they said they did not have the authority to order the unit, that would have to be done by the corporate office. When I contacted the corporate office they said they did not have any units locally and would not ship any to the store but would issue a store credit. I explained that I did not want the store credit. I wanted the unit. They continued to tell me that they would not ship units for liability reasons however if you go to the website you can order a/c units on line and have them shipped to your home. Six days later I am still no closer to a resolution. I have been on the phone with numerous people. I do not want to exchange the unit for something that is not comperable to what I have. I have the largest unit available and they do not have anything close and refuse to ship another unit from their Dallas warehouse and refuse to issue a refund.Desired Settlement: I really just want a refund so that I can go to a store and purchase the unit that I have.

Consumer

Response:

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

Regards,

Review: On 11/11/2013 [redacted] bought me a [redacted] laptop from Conn's - [redacted] store for $[redacted]. From Nov 11, 2013 - Jun 18, 2014 I had ZERO problems!

On 6/18/2014 PM I logged off & shut down laptop for the night with zero problems and put it away out of everyone's reach.

Then on 6/19/2014 AM I turned on laptop in to play a quick game of [redacted] while listening to morning news. I finished the game & won within 5 minutes. I tried to type "[redacted]" but it wouldn't do the letter "i". I tried other keys and ended up with 11 keys not working (q e t I o ] g ; enter) and on the number pad (6 4). I tried several troubleshooting actions to correct this issue but to no avail. So I contacted [redacted] online thru chat on our other laptop to troubleshoot the [redacted] laptop. He had me do several more troubleshooting steps. [redacted] tech said to reset the BIOS by following the directions provided in the chat. So I wrote down the instructions. When I got to last sentence it said to hit "enter" key. Well, the "enter" key is one of the keys that isn't working.

So I called Conn's the next day on 6/20/2014 [redacted] 4:26 AM Conn's Service Center & got disconnected. So I called at 4:27 AM the Conn's Service Center [redacted] and got a recording to call back after 8 am. At 8:33 AM I called Conn's Service Center ([redacted] & explained to him what was wrong - he gave me a work order #[redacted] & told me to drop it off at the [redacted] store, then the laptop will be sent to [redacted] for repairs; Also, he said if they need any more info they will call me. At 8:37 AM I called Conn's - [redacted] store @1 [redacted] and asked what time does the Conn's [redacted] Repair will pick up the laptop. They said between 12 Noon - 2pm. So I got everything together and dropped off the laptop at 12:07 PM Conn's [redacted] repair had already picked up all workorders, so they will be back Monday for drop offs/pickup's.

On 6/30/2014 I called Conn's [redacted] warehouse & repair to see what the status was on the laptop & was told it was not ready yet. Later that afternoon [redacted] got a message that the laptop will be ready to pick up after 3 pm on Tuesday 7/1/14 at the [redacted] store.

On 7/2/2014 I went to Conn's [redacted] to pick up my laptop. When I got home I immediately checked it out and same keys were still not working. So I called Conn's Service Center [redacted] immediately & told them the same keys are still not working. So they gave me a new work order #[redacted].

On 7/3/2014 I called to see if Conn's [redacted] store [redacted] will be open on July 4th and they said yes.

On 7/4/2014 I dropped off the laptop off for the 2nd time at Conn's [redacted] store.

On 7/5/2014 I received the survey call from[redacted] to rate the service done by [redacted]. 5=best, 1=worst. I gave all questions a rating of "1"!

On 7/11/2014 [redacted] got a call at 3:27 pm from the Conn's [redacted] store stating the laptop is ready for pick up. [redacted] asked if laptop got fixed. She said "No it has "liquid damage"! SHTF! I am the only one that uses this laptop & I will swear on a stack of Bibles that there was no liquid spilt on this laptop! [redacted] was on the phone with her for 9 minutes 8 seconds. [redacted] called Conns warehouse /Repair 1-[redacted] at 3:37 pm for 1:03 minutes, 3:40 pm for 3.19 minutes & 3:47 pm for 19.5 minutes. [redacted] talked to Shop Manager [redacted] made the comment he takes his tech guy's word that there is liquid damage. [redacted] said "so I am lying?" [redacted] said people lie when they don't want to pay for repairs. Needless to say SHTF again! [redacted] called 1-409-832-1696 Conn's Corporate in [redacted]t and spoke to ______? @ 4:14 pm for 20.48 minutes & @4:11 pm for 2.36 minutes. [redacted] called [redacted] Conns Helpdesk and spoke to ______? @4:55 pm for 5.57 minutes, 4:38 pm for 14.23 minutes & @4:36 pm for 2.08 minutes.

On 7/19/2014 I called Conns - [redacted] to see if the laptop is there .They said no, but it is at the warehouse off of [redacted] & [redacted] called @9:03 am for 13.57 minutes[redacted] Corporate and spoke to ______?

On 7/21/2014 I called Conns Customer Helpdesk [redacted] for the warehouse phone # off of [redacted] & [redacted]. They said it is [redacted] stopped by the warehouse after work & picked up the laptop. Employee [redacted]) said it wasn't liquid damage, but cigarette ashes. [redacted] blew out the little bit of ashes from the battery compartment area. [redacted] told [redacted] to call [redacted] to repair it, but not tell them the history. SHTF again! Conn's tell [redacted] to CON [redacted]! I am 58 years old, been smoking since 1973 & have been working on computers since 1984 (data input, internet, toubleshoot, etc). NEVER EVER have I had a keyboard crash because of a little cigarette ashes!

On 07/25/2014 I called @7:50 am for 17.13 minutes & 8:10 am for 7.28 minutes [redacted] repair [redacted] for help. We went through different things and she said I need to do next level of support and gave me this #[redacted]. I called @8:36 am 22 sec & 8:38 am 47 min 56 sec [redacted] next level support for help in trouble shooting. I got connected with a nice male named Fren. We did several things and his diagnosis was it's a hardware problem. He gave me a event #[redacted] to bring it to [redacted] with proof of purchase for repairs. Also on 07/25/2014 [redacted] got a survey call @10:36 am for 7.41 minutes from Conn's, [redacted] 1-[redacted] Conns Warehouse/repair. [redacted] told him all what had transpired and [redacted] was going to let corporate know about it and he would get back with [redacted]. To this day, Sep 15, 2014, no one from Conn's has contacted us. Later I took the laptop to [redacted] for repairs around 11:30 am, but [redacted] said they only repair products that was bought from them.

About 8/3/2014 I received a post card in the mail from [redacted] Electronics Survey Department. It said to go to "[redacted]" to share my feedback on my [redacted] product repaired at an authorized service center (Conn's Appliance Inc [redacted]) Keycode:[redacted]. I answered all questions online on 8/4/2014 around 4:30 pm, but none of the questions were about the drama we had with Conn's customer service. So there was an area that I generally mentioned Conn's bad service and how they do not want to honor the [redacted] warranty.

At this point [redacted] & I are so frustrated, drained of energy/time & pissed off, we had to take a break from dealing with this crap to take care of more important issues and to gather all this information to file an official complaint. I googled if anyone else was having problems with Conn's not honoring warranties of products they sell - I was shocked! Complanits galore! Conn's is a CON & SCAM! Do not buy anything from them!Desired Settlement: What I want accomplished filing this report is getting the keyboard back working. Let me be very clear - I do NOT have a complaint against [redacted], only Conn's! So if [redacted] would be willing to honor their warranty that will be excellent!

Business

Response:

Thank you

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

[redacted] purchased a [redacted] computer with a 1-year limited manufacturer’s

warranty. On 6/20/14, [redacted] contacted us stating the keys were not

responding to strokes on the keyboard. [redacted] computer was sent to Conn’s

service center and received on 6/30/14; upon inspection the technician adjusted

the BIOS setting, reset settings back to factory settings and unit tested ok.

The computer was returned to the store for pickup on 7/1/14. [redacted] contacted us again on 7/2/14 stating the computer is still not responding to

strokes on the keyboard. The computer was sent back to service on 7/4/14;

during inspection the technician found the unit had liquid damages and returned

the computer to the store unrepaired due to liquid damages are not covered by

the manufacturer’s warranty. Although the reported damages are not covered by

the manufacturer’s warranty, Conn’s has agreed to repair the keyboard as a

goodwill gesture.

If

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

Kind

regards,

Consumer

Response:

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

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me. For the record there is the one accusation that I still disagree with in Conn's response to Revdex.com is that there was "liquid damage". I've been working with computers since early 1980's (data input & technical), so I know better than to have any liquid near anything electronic, especially computers.

I want to thank you for your assistance in this matter

Sincerely,

Review: I recently refinanced my house and part of the agreement was that my 3 current Conns accounts would be paid off through a cash out option. The accounts were as follows:[redacted]These accounts were paid to a 0 balance after several contacts with customer service due to them crediting all the money to 1 account. Because the accounts were overpaid I was due a refund of over $3800 based on early pay amounts versus account balance. I call to check on the status of this refund and was advised by a customer service rep that a total of 4 accounts were paid off with 1 of the accounts including a Chapter 7 bankruptcy account filed in the United States [redacted] federal court on **/19/04. This account ended in [redacted]. Conns at the time of the bankruptcy came out to my residence and took possession of the Washer/Dryer combo that was financed under this account. Conns has given me the run around and every time I talk to a customer service rep. I get a different answer. If this is not resolved ASAP I will notify the bankruptcy court.Desired Settlement: Correct refund amount in timely fashion.

Business

Response:

Thank you for

the opportunity to respond to [redacted] concerns regarding his

accounts. [redacted] stated he paid

off his accounts; however, one account that was included with his bankruptcy

was also paid off.

According to

our records, Mr. we received [redacted] payment of $11,294.00. That amount was distributed between his

accounts to pay them off. In error, we

also applied funds to account #[redacted].

We are in the

process of refunding the overpayments on the accounts. [redacted] will receive a refund in the

amount of $2,611.15 from account $[redacted]5 and a refund in the amount of $1,254.25

from account #[redacted]. This is a total

refund amount of $3,865.40.

Please allow

10-14 business days for the refunds to process and be mailed out. We value [redacted] as a customer and

sincerely apologize for any inconvenience he has experienced due to this

matter. If [redacted] does not receive the refund checks, we ask that he contact us directly so we may track the checks for him. Thank you,[redacted]

Review: I am very very very very VERY disappointed with Conn's Cash option (no interest for 12 months) and Conn's cheated me out with high interest after passing 11 MONTHS.

I have been a loyal customer for few years. I bought a refrigerator... paid it off before 12 months was up... then I bought a king bed with box springs... they refused to cover my broken box spring (I had warranty for it) cuz they said it was damaged by me? WHAT? How can I damage it? I said forget it. I have been paying it off double payment to avoid interest and I thought this month was the last month to pay off my bed payment... it turned out they said my contract ended last month. I was cheated out of it! I Started paying first month in [redacted]... they said I bought it in [redacted]... ok fine but the cash option with no interest started [redacted] when I made my first payment... they said the no interest expires [redacted]... why did I start paying in [redacted].. they said they count the date of the day I bought the bed for no interest. I think that is a joke! I will NEVER buy a product from Conn's again. I feel like they don't count [redacted] as the first month payment which they should have.

I am deaf. I was confused with the no interest contract. I swear I thought it was [redacted] to pay off the amount of money before the interest added. I have been a loyal customer for few years and have always been on time.

I have filed an appeal with Conn's and they denied it... I filed another appeal and is waiting for their response.Desired Settlement: I want to replace the box spring that I had requested to have switched.

I want the payoff to be reduced before it was increased. I know I had less than $[redacted] to pay it off before the interest was added.

Business

Response:

Thank you for

the opportunity to respond to [redacted]’ concerns regarding account #[redacted] stated he thought his cash-option

expired in [redacted] and not in [redacted].

He would like his cash-option reinstated.

According to

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

12-month no-interest financing promotion.

[redacted] also signed a Cash-option agreement which outlines the terms

of the no-interest promotion.

A letter was

also mailed to the address on file for [redacted] on [redacted] reminding him

that his Cash-option would expire on [redacted] 12, [redacted] if the balance on the

account was not paid in full.

We are unable

to reinstate the no-interest financing promotion because the invoice balance

was not paid in full before the expiration date.

The payoff

balance as of [redacted] is $[redacted].

Please note the payoff balance is updated daily. If [redacted] would like to pay the

outstanding balance in full, we ask that he call the day he plans to submit the

payment for an up-to-date payoff quote.

Review: I have been called 6 to 7 times day about a bill that I have Confirmed receipt for being paid. They call and do not leave any message; I have told them I paid the bill however they continue to call me. after I have asked them to stop calling. [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

I would like Conn's to stop the harassing phone calls,and make good on repairing the items they sold us under warranty

Business

Response:

Thank you for

the opportunity to respond to [redacted] concerns regarding account #[redacted] stated he paid his bill;

however, he is still receiving collection calls on his account.

When the payment is late,

we begin call attempts as a reminder to ensure payments will be

made timely. It

is a normal practice for our company to begin call attempts the first day the

payment is late. To prevent the calls [redacted] has the option to pay

on-line, in his local Conn's store, by mail, or over the phone if it is more

convenient for him, before your due date. Additionally, if [redacted] pay

date has changed, he may benefit from requesting a change of his due date each

month. We ask that [redacted] contact

us if he would find this beneficial.

According to our records, [redacted] began

receiving collection calls due to two payments being returned by his

financial institution due to NSF. We

spoke with [redacted] on [redacted] 20, 2014 regarding the payment that was

due. He stated he would make the payment

on [redacted] 26, 2014. [redacted] has not received any additional collection

calls since [redacted] 21, 2014. Please

note, when payment arrangements have been made, it takes 24 hours to remove the

telephone number from the system to stop the collection calls.

We would like to thank [redacted] again for

bringing this situation to our attention. We value him as a customer and

appreciate his feedback.Thank you,[redacted]

Review: Purchased a laptop on 8/9/2014 -- I decided to return the laptop today 8/22/2014 but was told by store management that I was "outside" my return parameters. He stated that the policy had changed but was unclear as to when it was changed. I advised him to visit www.conns.com website and read the return policy which clearly states 14 days. He called corporate and spoke to someone( he would not tell me who) and then advised me that corporate said no to the return. I traveled home and called corporate myself and advised them of the aforementioned issue and they stated they indeed the website said 14 days.. and that he had authority to return the item. I called the store back and spoke with the same manger and he stated I need to call corporate back to open a complaint ticket.

Product_Or_Service: HP LaptopDesired Settlement: DesiredSettlementID: Refund

I want a full refund. I also do not feel like I need to pay a restocking fee as there is nothing on the return policy that states I will be charged at 15% fee for restocking.

Business

Response:

Thank you

for the opportunity to respond to Mr. [redacted] complaint. Our records show on 8/09/14,

Mr. [redacted] purchased a [redacted] Touchsmart notebook. On 8/22/14, Mr. [redacted]

contacted our Helpdesk Department stating that he attempted to return his

notebook to the store but was informed by the sales representative that he was

outside the Return and Exchange Policy. After further review and research, we

confirmed Mr. [redacted] was still within the 14-day Return and Exchange Policy

from the date of his purchase. Our

records show as of 9/1/14, Mr. [redacted] returned the notebook and we processed a

credit in the amount of $1082.49 to his account. As a goodwill gesture, Conn’s

has agreed to honor Mr. [redacted]’ request to issue a refund in the amount of

$150.00 for the restocking fee. Mr. [redacted] may visit his nearest Conn’s store

to process the refund back to his Visa card. We sincerely apologize to Mr.

[redacted] for the experience and any inconvenience that has been caused.

If

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

Kind

regards,

Kathryn James

Customer Relations Officer

Review: On Jan. [redacted] we purchased on conns credit account a samsung washer/dryer set along with extra warranty.The appliances were delivered from a san antonio warehouse a few days later.Within a week after we received both our appliance they BOTH malfunctioned.The washer showed a code that the manuel stated it had to be serviced and the dryer started to leak water at the bottom, left front side during any drying cycle.I immediately called conns service department and they told me they did not have anyone to service this area and they were going to contact samsung and for us to do the same.I called samsung and during the first phone call I did not get anywhere with the customer service rep.I hung up and called the manager, [redacted] who sold us the appliances. He said he would research to see what could be done and would call me back. On Jan. [redacted] I still had not heard from him, but I did get a call back from conns service dept. and they told me that there was not anyone that serviced this area and I needed to contact samsung directly.I immediately called samsung and they offered to exchange or buy back my appliances.I chose the buy back option.I have since found out that samsung is only going to cut me a check for $899.99 x 2, but not reimburse the taxes or extra warranty.So, I then contact conns customer service and explain this to them and they also say that they cannot reimburse me for the taxes charged or the warranty.What was the point of purchasing the extra warranty if they cannot help me.During this time and before my 30 days were up I called the dallas store again and asked what I had to do zero out my account since I was in the situation I was in and the lady I spoke to said she would email me a form to fill out and return.I never received the for form.I made several attemps to get that form and it was never sent to me.I even contacted [redacted] about it and he never sent it to me as well.I have made several calls to customer service about my acct and they have not approved anything.Desired Settlement: I would like to payoff washer/dryer and the three extra items I needed to connect appliances and I would like for Conn's to zero out my account. I feel I should not have to pay the taxes for something that is not working or I am not going to keep. I would also like for Conn's to cancell my insurance and warranty because the warranty never worked in this case. I want our account to have a ZERO balance!!!

Business

Response:

Thank you for the opportunity to respond to [redacted] complaint. Our records show [redacted] purchased a Samsung washer and dryer with us on 1/*/14 with a 24

month repair service agreement. [redacted] contacted us on 1/**/14, stating the washer was leaking from the bottom

soap and water dispenser. [redacted] was advised to contact the manufacture to schedule an appointment. [redacted] was contacted by service on

3/*/14, regarding her concerns and she advised us that the manufacture offered

her a “buy back”. We sincerely apologize

to [redacted] for the experience she has had with us and the manner in which

her concerns were addressed. Conn’s has

agreed to honor [redacted] request to cancel her warranty and insurance coverage. Our records show on 2/**/14 a credit of

$407.27 posted to the account for the insurance, then on 3/**/14 a credit of $324.72

post to her account for the warranty coverage.

A copy of [redacted] general loan ledger showing the credits has been

mailed to the address on file.

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

contact us at [redacted]

Sincerely,

Customer Relations Officer

Review: In the beginning of January 2014, my husband and I purchased 2 recliner sofas, a rocker recliner love seat, a recliner and an entertainment center from the Conn's location in Round Rock, TX. The furniture was delivered on January **, 2014, to a vacant home that we had been remodeling. On the date of delivery, my husband noticed an area on the love seat where the leather had not bonded correctly. He pointed it out to me and the delivery man, [redacted] then called [redacted], the warehouse manager, and was informed that we would be receiving a credit to our credit card in the amount of $250, in lieu of replacement. We were assured that the credit would be done in two weeks. We agreed with the credit refund. The very next morning at about 0800, my husband went back to the house where the furniture was delivered, and noticed a tear in the back of the recliner, at the top. He then called Conn's, and was told that they would report the tear and that someone would get back with us in 24-48 hours. Three days later, when no one called, I called the store and spoke with a manager named [redacted] She assured me that she would put in a repair ticket and call me back with that number, and that the repair department would call me back in 24-48 hours. No one called. I called again and was told that the credit would be on my last bill. I did not use their credit, I used my card. Eventually, [redacted] from the warehouse told us that we would only be credited $240, and that the paperwork had not been submitted when the love seat damage was found. We are still waiting for someone from repair to call us back. When I call the complaint line, they tell me I have in store credit. What?? I want my money back and my recliner repaired or replaced. Not to mention the delivery driver broke our phone cable, which is another $75 out of our pocket. No one will let me talk to the CEO, [redacted], and no one knows what his number is. Seriously! Can you please help?Desired Settlement: My refund amount originally agreed on of $250 as well as the cost of our downed phone line of $75. I also want my recliner repaired or replaced.

Business

Response:

CASE ID: [redacted]

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

Our records reflect that [redacted] purchased furniture via invoice # [redacted] on 1/*/14. [redacted]’s

concession of $240 was submitted on 2/**/14 and has been approved. The refund

will be received in check form to [redacted]’s home address, please allow 7-10

business days. Also, the exchange of the recliner model #[redacted] has been

approved at this time. [redacted] can follow up on the delivery schedule with

her local store at this time.

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

directly at [redacted]

Kind regards,

Conn’s Customer Relations

I went into the Mesa, AZ store with my wife because we bought a bigger house and needed to furnish two guest bedrooms and a living room. We were greeted by a very personable employee named [redacted]. She is an older woman so my wife hit it off with her immediately. [redacted], the salesperson, answered all of our questions and we were happy walking around the store with her. About 10 minutes into looking at furniture with [redacted] we were approached by a very aggressive woman who said she was the specialist in the mattress department. She tried to tell us we had to talk to her about mattresses and I told her we were sticking with the salesperson ([redacted]) we already had and liked. She had to be told this three times by my wife and I before she would go away. I worked in sales for twenty years and have never seen such unprofessional behavior on the sales floor. [redacted] apologized for her colleagues behavior and then shortly after a gentleman came up and introduce himself as the store manager [redacted]. I thought for sure we would get an apology from him for the other woman's behavior whose name is [redacted] but instead he started where she left off and acted very aggressive and unprofessional towards my wife be a she liked [redacted] so much. You will not bully my wife like you let that store manager bully employees. You've made an enemy of me Conn's. Any company that would let a manager get away with bullying older women like that doesn't deserve anyone's hard earned dollars and I'll make sure everyone knows about this incident. Took our $20,000 cash and went to one of your competitors instead.
This is a continuation of previous review. This Saturday the 9th of May 2015 my wife asked me to go to Conn's with her because she's affraid to go in by herself because [redacted] and [redacted] are allowed to bully customers and fellow employees. I didn't plan on ever stepping foot in this store again but my wife was adamant so I went. This is after I've already complained about these employees!!! She wanted to ask a salesperson by the name of [redacted] a question. This is the salesperson we really liked before who is being bullied by [redacted] the store manager and [redacted] who calls herself the specialist. I stood by the door and immediately noticed [redacted] and [redacted] glaring at me. They remembered me! [redacted] said something to two men and they made a beeline for my wife. I heard her loudly state, "No, I don't have to deal with you. I'm going to talk to [redacted]. " One of them moved in front of her to block her progress and I could see [redacted] and [redacted] laughing. My wife came back to visibly upset and I asked an employee by the front door who those gentleman were and he replied Nathan and Marcos. I then asked him if everyone is bullying her and customers because the manager wants them to and he looked embarrassed and said no. He told me the district manager knows. I smiled at [redacted] because that hateful bully was walking toward me and told him as we were walking out the door, "it's time to make some serious phone calls." It's time to get in touch with the area on aging group that fights for senior citizens being bullied, politicians, and the media. This company that fosters this kind of sick culture needs to be booted out of our community and the great state of Arizona. My wife has been sending group emails all morning about this. You picked the wrong senior citizen to bully.

Review: On [redacted], I purchased a [redacted] from this location and was told they would only deliver out in my area Tuesday and Thursday. I scheduled it for [redacted] and took a vacation day at work to wait for delivery. The delivery came fine and the men unloaded it from the truck. I was delivered a USED mower. It had grass all over the deck and it was scratched down both sides. I refused delivery and had them load it back up. I called this store back and talked to the [redacted]" who said they would not deliver it out to me again that day and I would have to take another day off to receive delivery. Then I asked for a refund and he said he couldn't refund it yet.Desired Settlement: They need to deliver me a NEW mower instead of a USED mower on a day in which I choose. Like a Saturday.

Business

Response:

Review: I authorized Conn's to take a payment from my account on July 1, 2014 and the payment was taken out on June 24, 2014 causing my account to be severely overdrawn. Conn's refunded the payment of $317.28 but not the NSF charges. Conn's requested that I fax them a running balance of my of when this occurred. I faxed several copies at different times. Each time I got the run around that they need more information. My account in cured a total of $390.00 in NSF charges. All I want is the fees refunded. [redacted]xxx-xx-xxxxDesired Settlement: NSF charges of $390.00

Business

Response:

Thank you for the opportunity to respond to [redacted] concerns regarding account #33021036. [redacted] stated she authorized a post-dated payment on her account to process on July 1, 2014; however, we processed the payment on June 24, 2014. This caused her checking account to incur overdraft fees in the amount of $390.00

According to our records and recorded call, [redacted] was called on June 23, 2014 regarding a past due payment on her account. [redacted] authorized the agent to post-date the payment for July 1, 2014. The agent had to step away from the call and another agent completed the call. The second agent failed to confirm the payment arrangements and processed the payment for June 23, 2014.

[redacted] was asked to send in a copy of her running bank statement so we may refund the non-sufficient fund fees on her checking account. [redacted] sent in a copy of a statement; however, that statement did not include the bank name or the account number.

We are willing to refund the $390.00 in NSF fees; however, we will need a full running bank statement with the bank name and account number listed on the statement in order to do so.

During the call, [redacted] also requested that her monthly due date be moved from the 16th of each month to the 1st of each month. According to our policy, we can only move the monthly due date 10 days out from the original due date; however, as a one-time exception and a good-will gesture, we will honor [redacted] request to change her due date to the 1st of each month.

We value [redacted] as a customer and sincerely apologize for any inconvenience she 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. I will accept the business response, however I don't know how to get Conn's my bank running balance. because I have faxed them two copies of what they asked for. Please help!!!!!!!!!!!

Review: I had a dryer delivered to my home on 07/**/2014. During the deliver the handle on my front load washer was broken. I went into the [redacted] Conn's store to report the incident. [redacted] helped me by calling the warehouse for me. The person told me to expect a call on Sunday, 07/**/2014. I did not receive a call on Sunday. 07\**\2014 I called the number (###-###-####) that the guy from the warehouse told me to call if I didn't hear from anyone on Sunday. I called Monday morning around 8:30 and spoke with [redacted]. She informed me that there was not anything they could do as 72 hours had passed. I informed her that I had reported the incident on Friday 07/**/2014. She said she would investigate and call me back later that day. I did not hear back from [redacted]. I went into the store Monday evening 07/**/2014 and spoke with [redacted] to seek help. He asked that I give him a call the next day between 11am and 3pm and he would call the warehouse. I called Conn's twice on 07/29/2014 and left messages for Mr [redacted] to call me. I haven't received a call from Mr. [redacted]. I called the warehouse back 07/29/2014 to see if I could get help filing the claim. I spoke with [redacted] again. She took my name and number and said [redacted] would give me a call tomorrow. She then ended the call by hanging up in my face. She was very rude. At this point I also sent an email on 07/29/2014 to customer service via the Conns website communicating all of the above details. I have not received a response to the email that I sent via the Conns website.I spoke with [redacted] Hernandez at the warehouse on 07/31/2014. She explained that she would speak with the delivery team and get back to me later in the day. I learned that the driver is disputing my claim. I expressed my disagreement and wanted to speak with management. [redacted] asked that I email pictures to her and that she would give them to management. I sent the emailed pictures to [redacted] on 08/01/2014. I have not heard from anyoneDesired Settlement: I would like the handle fixed on my front load washer. This includes ordering the part and installation.

Business

Response:

Thank you for

the opportunity to respond Mrs. [redacted]’s complaint. Our records show on 7/**/14, Mrs. [redacted]

purchased an [redacted] electric dryer, [redacted] pedestal, dry cord, and

dryer duct with clamp and received delivery on 7/**/14. After further review

and research, we confirmed Mrs. [redacted] signed her delivery ticket

acknowledging she received her merchandise in good order; there were no reports

listed on the delivery form regarding any damages to Mrs. [redacted]’s property. At this time we are unable to honor Mrs.

[redacted]’s request to repair her washer; we have no record damages occurred by

Conn’s delivery team.

We have

included supporting documents in our response.

If we may be of

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

Sincerely,

Consumer

Response:

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

The judicial process is set up to provide due justice for those who have been wronged. We know that this process does not always work as we often here the stories of innocent individuals who have been wrongfully convicted. I never said that I did not sign off on the delivery. I did sign the delivery form as the delivered merchandise was not damaged. It was not until later that I discovered that there was damage to my front load washer. Just because I signed off on the delivery does not mean that the damage did not occur. Maybe the form relieves you of liability and that is fine. This is a simple inexpensive claim. It is really the principle of the matter that is at stake here. It's an opportunity for Cohn's to make a wrong be a right. The whole experience has been awful. The customer service from both the delivery company and the staff at the store was by far the worst I have ever experienced which is how I ended up filing this claim through the Revdex.com. Everyone was unresponsive. If this is your final decision, then trust that I will never set foot in another Cohn's store ever and am happy to communicate my experience to those willing to listen

Regards,

Review: We purchased a stand up deep freezer in [redacted]. On [redacted], the freezer stopped working. I called and reported it, a repairman was sent out. He recharged it with freon. The freezer still did not work. I called and reported it again, he came out and said the compressor needed to be replaced. They ordered the part and came back to install it when it arrived. That did not fix the problem with the freezer either. I called and reported that it still was not working. The repair man came out again, and informed us he was going to order an after market part to ADD to the freezer. The part came in on [redacted]. A phone call was made to my husband (which clearly had notes in the acct to NOT call his phone, as he was on nights out of town). I returned the call, was told they would call within 24 hours to set up an appt. I at that time told them I am off work Wed and Thur, please make it one of those days. On [redacted], they finally returned my call and tried to schedule the service for that Friday, [redacted]. I explained I could not do it that day, and scheduled it for Wed, [redacted]. On [redacted], the service man called and told me he was calling to reschedule my appt to Friday, [redacted]! I explained I would not be available and he finally agreed to come that day between 12-2. I informed him at the time I had to leave my house at 2:30 for an prior appt. He called at 2:35 claiming he was at my front door (left no card) I had left at 2:30. I then said fine, schedule it for [redacted], I will leave work early. Friday [redacted]. Nothing. No phone call. Nothing. I have called approximately 22 times since then, leaving messages foe supervisors, corporate, and nothing. NO ONE has even returned my call to come TRY to fix our 6 month old broken freezer, which we are still paying on! The food lost due to the freezer not working, was worth more than the actual freezer. Apparently, since we didn't purchase the Conn's warranty, they are not worried about making it right. This is the WORST customer service I have ever dealt with!!!Desired Settlement: I want to be refunded for the freezer. Since no one in their service department seems concerned with the fact that we have a defective freezer, and we have been treated so horribly throughout this ordeal, I just want a refund and for them to come pick up the freezer. I am appalled at the lack of professionalism and horrible customer service we have been given. We haven't even received an apology! They are clearly running from their problems!

Business

Response:

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

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

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

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

Business

Response:

Thank you

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

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

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

Conn’s located in Houston, TX.

We

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

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

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

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

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

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

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

additional coverage was purchased.

On

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

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

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

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

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

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

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

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

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

tablet at her earliest convenience.

At this

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

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

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

marks reflecting on her credit.

If

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

Kind

regards,

Consumer

Response:

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

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

Regards,

Review: This problem has been on going since [redacted]. Before our warranties on our washer and dryer expired we placed a service call. Someone came out and took a look and said they needed to order parts. They said some type of springs were needed in our washer and that the heating element in the dryer had gone out. The repair man made it clear that the parts would be ordered and he would come out to install them. Back in [redacted] a service man came unannounced to my house and said he was here to repair them. I told him sir I am on my way to work and no one ever called me back with an appointment. He said it would be fine and that he would reschedule. Well I waited for someone to come out and take care of the issue and it is now [redacted] and no one has come to repair the work that was initially supposed to be. My washer also does not fill up properly and the appliances are missing their rightful parts. They are also stating that this is a closed ticket, yet I don't have any receipts from them. If someone signed something it was not me and if so someone did so fraudulently. Also my stuff is still lacking the parts promised and the work has not been completed. Their was a young light skinned, black man that had came out once and he is the initial person that said things would get taken care of. His hair was close cut and he was thin with brown eyes.Desired Settlement: I just need the correct parts and for appliance to be repaired. If they can't be repaired I need new appliances. I would also like for them to make an appointment to fix this issue where they do not show up unannounced.

Business

Response:

Review: On 7/27/2014 we purchased a dinning room table and six chairs which were to be delivered on 7/28/2014. The morning of 7/28/2014 I received a phone call from the delivery department informing me that the table was defective because the bolt holes would not match for assembly, stated they would get another on 7/29/14 and deliver same day. On 7/29/2014 I received another phone from same person at the delivery department stating the exact same problem as day before. This time she informed me that they would get several of the tables and bases on 7/30/2014, so that one might work. On 7/30/2014 I receive another phone call from same person at the delivery department stating that none of the tables or bases were fitting together, but she would find out what the problem is and get back to me. She did call me later in the day and said the manufacture had made a design change and the main warehouse would assemble one before sending it to Albuquerque warehouse to make sure it fit and deliver on 7/31/2014. On 7/31/2014 we were delivered the table finally, except for it had cracks all the way through the wood, at which point I cancelled the order. I did call for the store manager and was informed he was on a important conference call and would call me back, but at the same time I am on the phone with the receptionist, he is trying to call me at the same time.With these facts in mind, each day of the delivary I have to reschedule important appointments or cancel in order to be at home for the possible delivery, costing me lots of money and wasted time. I did confront the store assistannt manager and was told that he would make it right with me- this consisted of free delivery, which it was anyway, plus a $ 50 gift card, no compensation for my time or patience with them. I tried to file a complaint with corporate headquarters, but to date have not received a responce.Desired Settlement: Anything but the slap in the face of a $ 50 gift card.

Business

Response:

Thank you

for the opportunity to respond to Mr. [redacted] complaint. Our records reflect that Mr. [redacted]

purchased a dinette (Table Top & Base w/ 6 Chairs) on 7/27/14 via invoices

#[redacted]. Mr. [redacted]’s purchase did not qualify for free delivery, therefore

a $139.99 was charged as shown on his invoice.

We acknowledge that a delivery delay is possible. Mr. [redacted] was

offered free delivery which would have been a credit of $139.99 plus a $50.00

gift card which he declined. Mr. [redacted] cancelled his order on 7/31/14 and

the account was credited for the total purchase of $1380.28. No additional

credit or refunds are due at this time.

We do

appreciate him as our customer and as a goodwill gesture we are willing to

increase our previous offer to a $100 gift card. If we may be of further assistance, Mr.

[redacted] may contact us at [redacted]

Kind

regarding,