Conns Appliance, Inc.

Review: Product recieved at time of delivery had damage. Conns Offered us 12 percent off the items we kept however never adjusted our bill tor reflect. Conns Also offered us 24 months interest free financing and is charging us a payment that pays it off in just over a year.Desired Settlement: Refund the 12 percent to items perchased. adjust our bill for corrected 24 month interest free payment. vs 12.

Business

Response:

Thank you for

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

#[redacted]. Mrs. [redacted] stated she was

supposed to receive a 12% discount off damaged items she received and she was

supposed to receive 24-months no-interest financing.

According to

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

21, 2014. This contract included a

12-month no-interest financing promotion.

Mrs. [redacted] also

received invoice credits totaling $1,889.58. On July 29, 2014 a credit in the

amount of $1,740.79 was credited to the account. On August 7, 2014 Mrs. [redacted] received two credits

on her account, one in the amount of $71.99 and one in the amount of $76.80.

Please note invoice

credits do not change the minimum monthly payment due on the account each

month. We have attached a signed copy of

the contract, the payment history, as well as the invoice credit for Mrs. [redacted]’s

records.

We value Mrs.

[redacted] as a customer and sincerely apologize for any inconvenience she may have

experienced due to this matter.

Thank you,

Review: Purchased the a washer the washer worked a week and quit have been given the run around about product expect you as of today item not fixed going on three weeks and they will not replace it so I have a 600.00 piece of junk sitting in my home that I have to pay for.Desired Settlement: Just wanted another machine heaving to pay to wash my family clothes and for machine is not fair.

Business

Response:

Thank you for the opportunity to respond Mrs. [redacted] complaint. Our records show on 3/17/14, Mrs. [redacted] purchased a GE washer and dryer with a 24-month Repair Service Agreement from us. Our records show on 3/31/14, Mrs. [redacted] contacted us regarding her washer; stating the unit was no longer working. A service call was set-up for 4/08/14; upon inspection the technician found multiple parts needed to be ordered. We contacted Mrs. [redacted] on 5/07/14 regarding her concerns and we were informed her washer was repaired on 4/18/14 and is working properly. During our conversation we offered Mrs. [redacted] a $100.00 gift card for the inconvenience she may have experienced as a result of the delay.

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

Kind regards,

Customer Relations

Review: I received my love seat April 1 everything looked ok two days later I went to hospital and had major surgery as I was discharged 04/25/2014 coming home the closest place for me to lay was the love seat and as I layed down the back of couch came out I weigh 155 not that big. Called conns they sent a guy out to look at couch and that guy stated that the couched had to been dropped in warehouse or upon delivery customer couldnt broke the couch. I have been calling waiting on them to re place my couch since april 27 no response but they want me to make payments. I want a new love seat and a response but im moving forward with lawyer as well it shouldnt take 4monthsDesired Settlement: need to call me asap

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted] complaint. Our records show on 3/27/14,

Mrs. [redacted] purchased a Corinthian Jensen furniture set which consist of 2

pieces (sofa and loveseat) with a 1-year limited manufacturer’s warranty. Mrs.

[redacted] was scheduled for delivery on 3/28/14 and signed documentation

acknowledging she received her delivery in good order. On 4/23/14; Mrs. [redacted]

contacted us stating the armrest is broke and detaching on the loveseat. A

service call was scheduled for 4/26/14; upon inspection the technician found

the left arm of the loveseat with loose and broken frame boards and determined

parts were needed to repair. Once parts became available Mrs. [redacted] was

scheduled to complete service on 5/21/14 however; she refused to allow the

technician to repair the loveseat. We attempted to contact Mrs. [redacted] on

5/22/14 and 5/23/14 to re-schedule her repairs however; Mrs. [redacted] declined

service repairs therefore the order was cancelled. At this time Mrs. [redacted] loveseat does not meet the qualifications for an exchange; the unit is

repairable and service repairs will need to continue. Mrs. [redacted] may contact

the Service Department at [redacted] to schedule a service date to complete

repairs on her loveseat.

Review: On March 6, 2015 , I contact the Revdex.com to help me resolve an issue with Conn's regarding a refund. Complaint ID # 10517043. Because of the helpful assistance of the Revdex.com, Conn's responded on 3/24/15 and stated that my account would be closed and I would not owe any further charges. This was satisfactory and I responded that I accepted the resolution. The collection calls continued for about 2 weeks and then stopped around the end of March.

However, now I am being harassed by Conn's again. On May 18, 2015, I receive a letter in the mail stating that they have been trying to reach me and I should call about my overdue bill to Conn’s. I call immediately and speak with a manager named [redacted]. She informed that I now owe them $469.27 for four (4) insurance products, and I need to make an immediate payment of $168.85 to bring the account current. This was my first time hearing about insurance charges that I owed. I explained to [redacted] what happened to the recliner, and then more importantly I explained that I cancelled the insurance. On Feb. 10, 2015, a Conn's representative explains to me that I have these insurance products on the credit account and she explains what I need to do to have them removed since I had returned the chair to the store on 2/7/2015. I faxed and emailed a request to Conn's Insurance Dept. requesting that they remove the unemployment insurance, accident and health insurance and credit life insurance from my account. In my request I indicated that I no longer had possession of the recliner. The following day I faxed a copy of the declaration page of my homeowner's insurance with a request to cancel the last remaining product. After hearing this, [redacted] informed that she is going to research my account and get back with me in 48 hours. I have not heard from them. I contacted them again today, 5/20/2015 and spoke with Noel who says that I still owe them for these insurances.Desired Settlement: I would like the cost of the insurance products removed completely from my account as I requested on 2/10/15, and my account should be closed permanently with no remaining charges. Conn's also indicated in the response to my first complaint that they would send me a close-out letter but I never received that.

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted]' concerns regarding her account. We are in the process of closing the account. Mrs. [redacted] will receive a close out letter within 30 days of the account closing. Thank you, [redacted]

Consumer

Response:

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: I have called about 20 times now trying to find out where my concession check is. I called originally at the end of [redacted] to find out where my delivery was and was told that they (the store) did not have my products and that they couldn't help me. After over two weeks of trying to get my products delivered, I was then given floor demo models of a different product (which I did not want, but had no other choice). I was told both by the general manager of the Tulsa, OK store ([redacted]) and by the customer care center that I would be receiving two $80 checks as concession for all the trouble I had to go through to get any kind of resolution. I was told this on [redacted], that I would receive both checks within 7-10 business days. After about 14 days, I called again to find out where my checks were and was hung up on 6 different times. A supervisor was supposed to call me back ([redacted]), but never did and every time I called to speak to her, she was "on another call". I then spoke to [redacted] who told me that I was only getting one check for $80 and that the other one was a rebate check that would take 10+ weeks from the date it was processed to get to me. I told her this was unacceptable and that I was told I would be getting two checks (at the same time) for $80 each. She then pulled the recorded phone call (at my request), listened to it and agreed that I was told that, but that there was nothing she could do. Since this time (end of [redacted]), I have called multiple times, each time being asked why I was supposed to be getting a concession check and each time having to re-explain myself. In early [redacted], I called to find out where my checks were again and was told that the checks were "backordered" with the accounting department and I would get it when it was processed. I then called again over the next few weeks (it is now the end of [redacted]) and I was told it was processed on [redacted] and that I would get them in 7-10 business days. Today is the 10th day and I have yet to receive my concession checks. This is the worst customer service I have EVER received. I have been hung up on, called at work (when I specifically said not to call my work number and was ensured by my salesman ([redacted] in Tulsa, OK) that they would never call it), bugged about a payment (when it wasn't even due yet, called 5 times within 4 hours), lied to and then had everyone said how sorry they were, but they couldn't do anything for me. I am completely fed up with the way I have been treated over the last several months.Desired Settlement: I simply want my money and even more money for that matter for the additional issues I have had to deal with (the last months worth of calling and being hung up on, lied to and all of the other above reasons), I also want the colors (graphite) of washer and dryer that I had originally picked out in the current models that I have ([redacted]) without having to pay a restocking fee of any kind.

Business

Response:

Review: I have receive numerous harassing phone calls over two years from Conn's Credit collections using various phone numbers trying to reach someone else by the name of [redacted] who fraudulently used my phone number to apply for and open credit with Conn's, which he then defaulted on. Numerous explanations to Conn's Credit collections reps have yielded no success and they continue to harass me by phone every day. I have had the same phone number for over eight years and have never once shopped at Conn's. if Conn's does not cease and desist this repetitive and illegal behavior, I will pursue legal action against Conn's for damages under the Fair Debt Collection Practices Act (FDCPA), which prohibits debt collectors from using abusive, unfair, or deceptive practices to collect. I have filed written complaints with the FTC, Revdex.com, CFPB, and the Texas State Attorney General's office over this matter. Please cease and desist or else legal action for damages will be pursued against Conn's Inc.Desired Settlement: Cease and desist all harassing calls by Conn's collections reps meant for someone else.

Business

Response:

Thank you for the opportunity to respond to Mr.

[redacted]’s concerns regarding phone calls she has received regarding a

Conn’s account. We have determined this account belongs to another customer and Mr. [redacted]’s phone number was linked to the account in error. We have placed a cease & desist on the telephone number associated with the phone number provided by Mr. [redacted]. In

the event Mr. [redacted] receives any further calls from Conn’s we ask that

he contact us immediately so we may address this matter further.

We sincerely apologize for any inconvenience Mr. [redacted] experienced concerning 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 wait until for the business to perform this action and, if it does, will consider this complaint resolved. Conn's communication has been retained as agreement to cease and desist future wrong number calls which are unsolicited by it's credit collections staff and is illegal under the Federal Fair Debt Collection Practices Act and the Texas Debt Collection Act. Future violations will be followed by legal action.

Regards,

Review: I purchased a Gas Stove. It was installed by Conn's. There was a gas leak. The sales person was called. He said call the gas company. The gas company was called. They condemded the installation, put a yellow sign on the stove and turne dthe gas off because of the danger involved. I called and emailed Conn's and was told that they have a 24-48 hour waiting period prior to someone calling back TO SET AN APPOINTMENT. I sent a text to the sales person and there's nothing that he can do. In addition to their waiting pertiod , the gas company would also take a 2-3 days waiting period prior to their coming out to release the stove for use.

This is a GAS LEAK. This is a highly dangerous situation caused by their inadequate installation. I have grandchildren who will not be able to even eat breakfast before school or have dinners cooked. This is just so frustrating.Desired Settlement: I want the job completed immediately and an adjustment on the account for the exceptionally poor customer service.

Business

Response:

Thank you

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

8/21/14, Mrs. [redacted] purchased a GE gas range with a 48-month Repair Service

Agreement Plan an elected Conn’s Installation service; Mrs. [redacted] range was

delivered and installed on 8/22/14 by Conn’s Installation team.

After

further review and research of Mrs. [redacted]’s complaint, we found there was a problem

with the original installation. As of

10/10/14; we have verified that Mrs. [redacted]’s range has been re-installed by our

Houston delivery team and no further issue has been reported. We sincerely apologize for any inconvenience

Mrs. [redacted] experienced as a result to the installation.

If

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

Kind

regards,

Review: I purchased a refrigerator with a service contract on April 2012. My refrigerator stop functioning. Called to get repaired on 2/24/14, again on 3/10/14, again on 3/20/14, 4/10/14, 4/11/14. Repair man comes out but the refrigerator is still not working. My service agreement states that after 3 repairs and not able to fix a new replacement will be provided. They are scheduled to come out again tomorrow 4/12/14. They have come out more than 3 times and no one calls gives me any information do not return my call etc. etc. Very frustrated with this whole situation. In February and beginning of March I had cancer medication that had to be refrigerated and that caused a stressful situation for me. I am very stressed don't know what to do anymore about this whole situation. Can you please help me?Desired Settlement: I want a new refrigerator as soon as possible!! Help please.

Business

Response:

Thank you for the

opportunity to respond Mrs. [redacted] complaint. Our records show on 4/07/12, Mrs. [redacted] purchased

a Samsung refrigerator with a 48-month Repair Service Agreement with us.

Our records indicate Mrs. [redacted] has contacted us on 2/24/14 regarding her refrigerator; stating the refrigerator

was no longer cooling at the proper temperature or freezing. Since then

we show three completed service calls on file.

The last service call was set-up on 4/11/14, Mrs. [redacted] stated her refrigerator

and freezer compartment was not cooling.

After assessing the repair needs

and reviewing the service history an exchange was approved on 4/23/14. Mrs. [redacted] was contacted and has since

replaced her refrigerator which was delivered on 4/26/14. Conn’s would like to apologize to Mrs. [redacted]

for the experience she had and for any inconvenience caused as a result of the

delay.

If we may be of further

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

Kind regards,

Conn’s Customer Relations

Review: I purchased a couch, loveseat, recliner, dinning table & 6 chairs late November of 2013 from store #**, Conn's in Arlington, TX. Because of home repairs, we did not take delivery until late December. Upon delivery, we immediately noticed a flaw in the recliner & reported it to Conn's Svc at once. We also purchased the additional warranty at that time as we thought that if we were already having problems, it might be a wise thing to do for the future. No one contacted us, no warranty mailed to us, so I went in to talk to the store manager & he agreed with me & reassured me that he would help. Again, I heard nothing, so I called Conn's Svc again & they finally sent out a repairman to review the problem. By then, another problem had happened. A deep indention had appeared on the same arm as the loose thread. When the repairman came, he said he must first try to fix the problem but after he had finished, the loose thread was now a really BAD ravel and he told us the reason for the indention was because the base underneath the arm was made of "cardboard" and would most likely happen again. He said it was unfixable and that he would have to report that it needed a complete side replacement. A week passed and I received a call from the warranty dept. stating that this was not covered and would not be repaired. I called the store manager again to plea for his help again and he said he would help, but never even gave me the courtesy of a call. So I decided to go into the store again to talk to him and he was quite adamant about stating that he had no intention of making this right and that it was just my loss! I said that I would return the furniture to him and he rudely exclaimed that if I did so, he would just give it to whomever and it would still be my responsibility! I have been a faithful customer, having paid in full several accounts and this is the way they reward their loyal customers???Desired Settlement: I paid nearly $800.00 for just the recliner alone. I find it extremely difficult to believe that Conn's Customer Service treats their good paying customers like this. This chair is not even two months old and it looks like something that I would have purchased in a garage sale. There is suppose to have been a manufacture's one year warranty, but apparently it also is not worth anything. I want to return this as it is apparent that Conn's has no intention of making this right!

Business

Response:

Thank

you for the opportunity to respond to Mr. [redacted]’s complaint. Our records show on 11/23/13, Mr. [redacted] purchased a Corinthan Ulyses furniture set which consist of 3 pieces(sofa,

loveseat, recliner), and a Steve Silver dining room set which consist of a

table and 6 chairs; both with a limited 1-year manufacturer’s warranty. On

1/18/14, Mr. [redacted] contacted us stating the threading was coming loose on

the left arm of the recliner. We advised Mr. [redacted] that this issue was

not be covered by the manufacturer’s warranty. Our records show the same day

the service call was placed 1/18/14, Mr. [redacted] added Conn’s 48-months

Repair Service Agreement Plan to all the merchandise purchased. Unbeknown, a

service call was scheduled for 2/22/14; upon inspection the technician found

threading coming out and the right arm was sinking in. Mr. [redacted] was

reminded that this issue was not covered by the manufacturer’s warranty or the

Repair Service Agreement Plan that was later added due to; as listed on the

Terms and Conditions under “What is not Covered” section (t): pre-existing

conditions are not covered. Mr. [redacted] has been contacted regarding his

concerns and he stated that he noticed the damage immediately, although we have

been unable to confirm at this time, Conn’s is willing to exchange his recliner

as a goodwill gesture.

If we may be of further

assistance, please contact Customer

Service at [redacted]

Kind regards,

Customer Relations

Consumer

Response:

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

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

Regards,

Conn's did the right thing and did replace the chair. I am very satisfied with that "gesture of goodwill" as they stated. Thank you for your help in this matter.

Sincerely,

Review: Sevice department came out to repair Refrigerator on 9/**/2013 did not install all the parts back to oragenal condition. Refrigerator Broke down on 10/**/2013 called for sevice took tell 10/**/2013 for tech to show up. As of today 11/*/2013 repairs still have not been made have gone 3 weeks without refridgerator this unit is only 18 mouths old and I purchasede the extended waranty. This kinda sevice is unacceptable. And I have kids to feed.Please, Help. [redacted]Desired Settlement: Need to replace refridgerator its the right thing to do!

Business

Response:

Review: I purchased a computer from Conn's about two weeks ago. Within the first couple of days I noticed that the computer was not working properly. It was very slow and sometimes you would have to press the keys more than once. I returned the computer to the store within the first week. They sent it off to be fixed. The service center called and said that I would have to pay to have it fixed. They said whatever they had to do to it wasnt covered by the warranty. The computer was new and I had just bought it and I dont think that I should have to pay to fix it since I had just bought it. I could see if I had it for awhile and something went wrong with it, but I had just got it. It was broke when I bought it. My [redacted] called and talked to them and also to Conn's. They say there is nothing they can do, we have to pay to fix it and they wont take it back. My [redacted] asked them to replace it with a new one or take that one back and we not owe them anything for it. They refuse to do either. The manager at Conn's turned it over to the sales person to handle. Her name is [redacted]. Is there anyway you can help us resolve this issue?Desired Settlement: I would like to have the broken computer replaced with a new one or for Conn's to take back the broken computer and I not owe anything. Thank You for your help in this matter.

Business

Response:

Review: The company calls over five times daily, sometime I can't count the number of calls. I spoke to the rep and they keep calling over and over.

I made a payment in store and they continue to call said a check was returned. I never informed them to pay by check I always pay in the store. They was suppose to give an extend the payment. I spoke to one rep he said everything was clear, however I keep getting phone calls.

Business

Response:

Thank you for the opportunity to respond to Mrs.

[redacted]’ concerns regarding account #[redacted].

Mrs. [redacted] stated she has paid her account, but she continues to

receive collection calls.

According to our records Mrs. [redacted]

began receiving collection calls due to a payment that were returned by her

financial institution due to NSF. We

have attached a copy of Mrs. [redacted] pay history for her records.

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 Mrs. [redacted] has the option to pay

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

convenient for her, before her due date. Additionally, if Mrs. [redacted]’ pay

date has changed, she may benefit from requesting a change of her due date each

month. We ask that Mrs. [redacted] contact

us if she would find this beneficial.

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 value Mrs. [redacted] as a customer and appreciate

her bringing her concerns to our attention. Thank you,[redacted]

Consumer

Response:

My complaint is that I spoke with customer service rep regarding the past due amount. I never made payment arrangement over the phone. I make payments in the store. In November I went into the store and made a payment which was for October the November payment was suppose to be deferred. However I keep getting a call about past due. If I didn't make the October payment I would understand the collection call, but payment was made. I didn't set up a payment over the phone so I'm not sure why there is a return payment. I would not have made payment arranges over the phone and then also go into the store and make a payment in November. That would have been two payment made in November which doesn't make sense, if November payment was supposed to be extended to the end of the contract. I explain this to the first collection rep and he said things was good and there was misunderstanding and I shouldn't receive anymore calls. I'm still getting calls at least 4 to 5 times a day.Regards,

Business

Response:

Thank you again

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

#[redacted]. Mrs. [redacted] stated she made

a payment in the store in November, which was for October, and November’s

payment was supposed to be deferred.

According to

our records, the payment processed on November 10, 2014 was returned by Mrs.

[redacted]’ financial institution due to NSF. Since this payment was returned, the

arrangements to defer the November payment were canceled.

New arrangements

have been scheduled and there have been no further collection attempts as of

December 19, 2014.

Again, we

value Mrs. [redacted] as a customer and appreciate her bringing her concerns to

our attention. Thank you,[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10341449, and find that this resolution would be satisfactory to me.

Review: We bought all furniture, appliances on 6/16/12, in denton, tx. We bought the warranty for the furniture at that time, good for 4 years.I called conns because the sofa was ripped. The lady asked me what it looks like. I said it looks like it is peeling to me. That was my mistake. They denied because I said peel. I told them, it started with a pen mark my autistic son did and that caused the rip, then it started peeling very quickly because we sit on the sofa. I have called so much on 11/7/14, 11/15/14 spoke to [redacted] he said he would refile with the rip (not peel word), the ticket number is [redacted].Also called 12/3/14, 12/16/14 spoke to [redacted] she said it was closed to no response, she said she would escalate. They just keep denying. I called corporate and asked if I could speak to someone higher up, they hung up on me. The man that came took a picture of the rip, but didn't bother taking a pic of the rip on the back. He said they would cover it, the materials would be sent to my home, then I call to schedule repair. At one time I waited 2 weeks for the delivery because they said they would send. When I called they said its denied. The Conns warranty talks about not covering peel on leather, my sofa is not leather. Me saying peel and knowing that is started with the pen that caused the rip then it peeled should definitely be covered, the rip on the other side is the same piece.Desired Settlement: Refunded or repair.

Business

Response:

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

regarding a purchase under the name Jesse [redacted]. Our records show on 6/16/12, Mr. [redacted]

purchased the Catnapper [redacted] Brown Reclining living room set which consisted

of three pieces (sofa, loveseat and reclining) all with a 48-month

FurnitureGard Plan and received delivery in good order on 7/17/12. The

manufacturer list the material used on the [redacted] Reclining set as bonded

leather; please refer to the manufacturer’s website for details regarding the

material used on this product.

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

department on 10/20/14 stating her sofa was ripped due to a pen mark and the

cushions were sinking. A service appointment was scheduled on 10/30/14; upon

inspection the serviceman found both the left and right arm pillows were flat,

the left cushion was flat and the right cushion was peeling. A furniture claims

specialists contacted Mrs. [redacted] on 11/6/14 to inform her that we could repair

the sinking cushions however; peeling of the material was not covered under the

Terms and Condition of the FurnitureGard Plan. We attempted to contact Mrs.

[redacted] to scheduled a service appointment to repair the arm pillow and cushions

however; we were unsuccessful therefore the service order was cancelled.

Although the peeling on Mrs. [redacted] sofa is not covered under the

Terms and Condition of the FurnitureGard Plan, Conn’s has agreed to continue with

repairs on her cushions and arm pillow. Our records show we have ordered the

necessary parts to complete repairs; once we receive the parts Mrs. [redacted] will

be contacted to schedule a repair date.

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

service at [redacted]

Kind

regards,

Business

Response:

Thank you

for the opportunity to respond to Mrs. [redacted] additional comments. Mr.

[redacted] signed contract dated 6/16/2012, as well as invoice list the furniture

set as the [redacted] Brown Reclining furniture and the manufacture list the

material used on the furniture as bonded leather. Based on the serviceman’s

findings and photos provided at the time of inspection, it was determined the

reported damages resulted in the material peeling which is not covered under

the Terms and Condition of the FurnitureGard Plan that was purchased. The

serviceman was able to touch up a small rip that was reported on Mr. [redacted]’s

loveseat with compound however; the sofa’s material was peeling which again is

not covered therefore, we are unable to continue with repairs regarding this issue.

As promised

on our previous response, our records show on 1/23/2015 the serviceman added

polyfill to the left and right arm pillows as well as the cushions on the sofa

to complete repairs.

We have

included pictures of the damage as well as a copy of Mrs. [redacted] invoice and

Furnituregard Plan.

If we may be

of further assistance, Mrs. [redacted] may contact customer service at

Kind regards,

Review: My complaint type is actually two classified issues,first issues is that Conns furniture and appliance store in Albuquerque NM, is not following my customer contact of no interest for one year from data of purchase. I Purchased the product of an LG washer and dyer in July 2013 for the price of $1859.86 before tax and interest. I have not owned the product for one year yet and I have made six payments of $110.00. I recently wanted to pay off the remaining total and when viewing my online account I come to realize that my balance has not moved down considering I've made several payments. Which leads me to my next issue of billing and collection. I contacted Conns to find out why my balance has not come down and they responded that my payments have been going to the interest and insurance for the product. However, I have a printed letter stating that they are honoring my one year cash option plan from the date of August [redacted] 2013 and it expires on the date of July [redacted], 2014. Regarding the insurance that was added to my balance, I was told when I pay off the balance in full they would deduct the insurance off the total balance. Most recently I contacted them to pay off the total balance and now they are telling me that now I have to pay the whole amount with the insurance. I was told I have to have insurance on the product unless I had home owners insurance, which I then told them I do and I can bring them a letter from my insurance agency Allstate. I have yet to do so in bring the letter from my insurance agency because they are refusing to give me a pay off balance. I have chosen to contact the Revdex.com in this issue of Conns not honoring my twelve month cash option. I am highly aggravated with conns customer services. Since these issues I have stopped making my monthly payment since February and I am now being harassed daily Monday-Sunday and when I speak with them about my issues they respond with inconstant information. I just wish to pay off my balance with no interest or insurance fees and be done.Desired Settlement: I would like to keep my products, and pay off the total balance without being additionally charged for fee's I didn't agree to, and for the contract to be honored in what was stated of twelve month cash option and no additional fee of insurance and for the payment's I've made to go toward the principal balance bring my total rightfully down.

Business

Response:

Review: I just bought a dual reclining power loveseat with console ( with a full warranty for leather and power coverage which was extra) from here last Friday. Wish I hadn't. The salesman we had, [redacted], was annoying and unprofessional. Anythime we would ask about prices, he would say " 20 million dollars" and "Who cares, its not your money". But my husband found the perfect couch and we got it. paperwork for the financing was simple, that part I will give them credit for. We were told that with the warranty, they would take care of any and all maintenance issues and repairs we had locally and not through the manufacturer. We were unavailable for next day delivery so we scheduled it for Monday. Sunday rolls around and we get a call from our annoying salesman saying we still owe them $60, because he made a mistake with the delivery cost. We refused to pay that because he and the manager signed off on our paperwork and it was their mistake. Our delivery was simple and fast, the guys that brought it were fantastic and very professional. They checked to make sure it worked and left. About two hours later one side stopped working and got stuck in the up position. My husband called Conn's and told them what happened and was told that we would get a 10% discount and that they would call us right back to schedule a repair. Well, they never called us back. Today I went back to the store and spoke to their "operations manager". He knew about the issue about the money that we "owed" but when I explained the couch was broken he started getting very carefree and played it off like it was nothing. So when I told him that my husband already called to get the loveseat fixed he got very defensive and said that they dont do that and it was through corporate. I asked why my husband wasn't told that and of course he had no clue. So he called corporate and handed the phone to me and they said they would call me back in 72 hours to "schedule a date for repair". What a joke. # days to get scheduled?!!!! So after that call, I asked to get a new finance contract that reflected the new price with the 10% discount I was told I had because of the issues. The "operations manager' told me the "finance manager" just stepped out and would be back in a few minutes. 30 minutes later he comes back and when I tell him I need a new contract, he said that only corporate can do that.So after I flip out and make a scene for having wasted my time waiting for that I leave and go home to call corporate and they told me they cant write new contracts that they can only do that in store. So I have officially filed a complaint with corporate about the horrible experience and have told them to come pick it up and refund my money. Apparently, requesting that requires a "complaint manager'' to call me from corporate... and guess what... that takes 72 hours as well!!!! WORST EXPERIENCE EVER!!!Desired Settlement: We would like a replacement loveseat or a complete refund and removal of the product so we can go somewhere else.

Business

Response:

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

6/27/14, Mrs. [redacted] purchased a Corinthian Lowery Power Reclining loveseat

with a 48-month Repair Service Agreement Plan. On 7/3/14, Mrs. [redacted]

contacted us stating the power recliner is stuck in the up position, the

protective cover for button is missing, and the unit keeps unplugging. After

reviewing Mrs. [redacted]’s concerns, Conn’s has agreed to exchange the loveseat.

Our record show Mrs. [redacted] new unit was delivery on 7/9/14 and her first

payment is scheduled on 8/11/14. We appreciate Mrs. [redacted] for bringing this

to our attention and we will address this matter with those involved to ensure

it is not repeated. We sincerely apologize for any inconvenience Mrs. [redacted]

experience during this process.

If

we may be of further assistance to Mrs. [redacted], please

contact Customer Service at [redacted]

Kind regards,

Review: On 04/15/14 I bought from Conn's a authopidic bed and bed spring box. I was delivered the wrong spring box. It took them about a week in a half for them to correct the problem. Once the problem was rectified I had to re do the contract of my purchased. On 05/01/14 the contract for the new spring box was drafted. I was informed that the 1st payment was due on 06/24/14. Well as it turns out Conn's lost the contract and the billing/collection agency commenced in calling me. And they started to call me regarding my payment. I informed them of the matter and even went to the store to inform the of the problem. The billing/collection department threaten me that if I don't make a payment it will default on my contract, and the grace period for the interest will not be valid. They assured me that I wont be receiving any more calls unless I forget to pay by due date. On 06/13/14 I was called seven times on my cell phone during my work hours. I explained to them the situation but they continue calling me. It turns out that they lost the last contract and the billing/collection agency was collecting on the first contract. I was informed to return to the store and have a sale rep draft another contract. I informed them that I have a copy of the last contract and will be bringing them with me on 06/18/14. I spoke with two of Conn's manager. They had me sign my copy of the contract. They made a copy of the contract and assured me that this matter will be taken care.Desired Settlement: I would like for Conn's to waive the interest fee and an apology. If need be for them to waive the hole fee. This issue has started from the date of the purchased and because the manifest on the product was incorrect to begin with, I have been paying for their mistake ever since.

Business

Response:

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

stated he signed a new contract on May 1, 2014 and it has not been set up in the

system and the new contract lists Mr. [redacted]’s first payment due date as June 24,

2014.

According to our records, Mr. [redacted] signed a 32-month

retail installment contract on April 15, 2014 with a first payment due date

of May 27,

2014.

Mr. [redacted] had an issue with the delivery and

signed a replacement contract on May 1, 2014; however, the first payment due

date listed on the replacement contract is June 1,

2014.

The second contract was missing a form to complete the

contract set up; however, that form has been recovered and we have processed the

information. Mr. [redacted]'s account #[redacted] has been closed. Account

#[redacted] has replaced account #[redacted] and the first due date will be August 1,

2014 in the amount of $181.30.

We value Mr. [redacted] as a customer and sincerely apologize

for any inconvenience he has experienced due to this matter.

Review: I purchased a bed on [redacted] at Conn's appliance store in Conroe Texas. The bed with another purchase totaled $8127.39 including taxes. I financed this purchase at 18.45% APR for 32 installments. I was called the next day and informed by our salesman that the bed had been lost. I spoke with the store manager the following Monday and he informed me he would take off the delivery charge of $79.99 and an additional 10% off the bed due to it being lost and them having to order another one. The bed was delivered the following week. However, every time I spoke with the manager [redacted] about the delivery fee and the 10% off and that I had not seen it credited to my account he kept telling me he was working on it and to be patient. I spoke with either [redacted] or the assistant manager once a week for 2 months. After not getting anywhere I called the cooperate office. The cooperate office said they would call me back when they got some answers. I never got a call back. Finally on [redacted] I was able to get a customer service representative to file a complaint with a reference number of [redacted]. The customer service rep called the store to verify the information about the 10% and was told that I was correct in my claim. That rep told me that it would take about 10-12 business days for them to apply the credit. I also informed the rep that the interest they had applied to my account did not correlate with the amount of interest I should be charged and that I wanted an amortization printout and a new payment book when they applied the credits. I did receive a check in the mail for the delivery charge but have still not been given the 10% off and applied to my account. I called back on [redacted] and the rep assured me that by the following week my account would be corrected. I called back on [redacted] to find out nothing has been done to my account and that all the notes said was that I needed a new payment book. The rep again called the store to confirm the 10% off.Desired Settlement: I would like to be credited the 10% that I was promised and all the credits (there is another credit that was given to me but has never been applied to my account) that Conn's has given me applied to my account. I would like for Conn's to charge me the correct interest rate and not over charge me on interest as they have been doing. I would also like for someone to investigate Conn's to see if they have been over charging people on the amount of interest for their purchases.

Business

Response:

Review: I called on [redacted] for a pay off balance. I mailed the balance requested and they claim they did not receive in the time frame. It was a few days later they say. It went to a post office box. They are are continue to show a balance of $[redacted] that accrues interest that I am responsible for paying? I should not have a balance with them. They tell me today I have a balance of [redacted]?? I don't understand what they are doing and feel this is some sort of scheme. How do you pay $[redacted] the pay off balance given and still have $[redacted] on your balance accruing interest. I have never had to deal with such before. I feel they are charging me for nothing. I have spoke to numerous representatives and managers during this time. I have been told last week that it would be taken care of and closed out. It still is not taken care of and they say it is my responsibility. Please help. Thanks in advance.Desired Settlement: Close my account, it has been paid.

Business

Response:

Thank you for

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

#[redacted] stated she paid

off the account in [redacted]; however, it is still opened.

According to

our records, [redacted] called our automated system on [redacted] and

received a payoff quote of $[redacted].

[redacted] did not submit the payment until [redacted] called the automated system

again on [redacted] and obtained a new payoff quote of $[redacted].

The automated system

provides the payoff balance, the date the payoff is good until, the minimum

monthly payment due, and the next payment due date.

We are unable

to close the account as requested by [redacted] because the payoff balance

was not received within 10 days of the payoff quote [redacted] received on

[redacted].

As of [redacted], the current payoff amount is $[redacted].

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

balance in full, we ask that she call the day she plans to submit the payment

for an up-to-date payoff quote.

Consumer

Response:

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

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

Regards,

I did not call the automated service. I have spoken to several employees including supervisors. How can they keep charging me, I truly do not understand. I have never had to deal with anything like this.

Business

Response:

Thank you again

for the opportunity to respond to [redacted]’s concerns regarding her

account.

According to our records, [redacted] called our automated

system on [redacted] and received a payoff quote of

$[redacted] did not submit

the payment until [redacted] called the automated system

again on [redacted] and obtained a new payoff quote

of $[redacted].

All of our calls are recorded for quality assurance, and we do not have record of [redacted] speaking with a live

agent.

Business

Response:

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

[redacted]’s concerns regarding her account balance.

[redacted] called our automated system on [redacted] and

received a payoff quote of $[redacted].

She submitted the payment on [redacted].

[redacted] called the automated system again on

and received a payoff quote of $[redacted].

[redacted] called and spoke with a representative on

after she received the new payoff quote through the automated system. According to that

recorded call, the agent stated the balance was not paid by the quoted payoff

date; however, she would submit the request for review. The review determined

the balance was not paid in full and the account remained open.

On [redacted], the request was denied because the account

balance was not paid in full within 10 days of the initial payoff quote.

On [redacted] called our automated system

again and received a payoff quote of $[redacted].

She then called our customer service representative

to dispute the balance and the representative informed her once again that the

balance was not paid in full and the account would not close.

[redacted] called the automated system again on [redacted] and

received a payoff quote of $[redacted].

Again, [redacted] was informed that the original

payoff balance was not paid in full and that is why the account remains

opened.

As of [redacted] the payoff quote is [redacted]. Please note, the payoff

balance updates daily.

IF [redacted] would like to pay the balance in

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

up-to-date payoff quote.

Consumer

Response:

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

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

Regards,

They have changed stories more than once and balance steadily going up. I am not paying for something I have already paid off!!

Review: I bought a washer and dryer from Conns along with a service protection plan or warranty. I have fought with them for over two months to get this fixed. My dryer I was told I have a store credit of $999 the purchase of the dryer. the washer which I had problems with they finally sent out someone today after I told them today was not good for me. okay so they fixed the washer. I went to conns in an attempt to replace the dryer and was told they don't make the one I have anymore. Now I'm being forced to have a mix match set. I didn't buy a mix match set and I don't want a mix match set. this is very unfair for me to have to go thru.Desired Settlement: both Washer and Dryer!!!

Business

Response:

Thank you for the opportunity to

respond to [redacted] complaint.

Our records show on [redacted]/12, [redacted] purchased a [redacted] washer

and dryer both with 48-month Repair Service Agreement Plan.

We received [redacted]

complaint and found he contacted our service department on three separate

occasions regarding his dryer dated from [redacted]/13 to [redacted]14. After further

reviewing [redacted] repair needs, Conn’s agreed to exchange his dryer under

the Terms and Condition of the Repair Service Agreement on [redacted]14. Our records

show we no longer carry the dryer [redacted] purchased therefore; he was

approved for an in-store credit to re-select another dryer in the amount of

$999.99 which was the original amount paid. Please refer to the Terms and

Condition of the Repair Service Agreement Number

(9) Limit of Liability for details

if a replacement product is not available.

At this time we are unable to honor

[redacted] request for an exchange on the washer; the washer does not meet

the qualification for an exchange. [redacted] may visit his nearest Conn’s

to initiate the exchange process. We have included a copy of the Repair Service

Agreement in our response.

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

[redacted] at ###-###-####.

Consumer

Response:

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

[Provide details of why you are not satisfied with this resolution.] I just had another service provider leave my house because an issue I've had a couple of time. the issue is vibration control. this unit is suppose to have the VTR and I've had to have a tech come out twice to fix it. was told both times it needs adjustments to the adjustable legs

Regards,

I just had another service provider leave my house because an issue I've had a couple of time. the issue is vibration control. this unit is suppose to have the VTR and I've had to have a tech come out twice to fix it. was told both times it needs adjustments to the adjustable legs needing to be adjusted. my question is how many times do I have to call because the vibration is causing it to need adjusted again and again.

Consumer

Response:

No Conn's has not satidfied my complaint. my washer is still vibrating like crazy.

Review: My name is Latasha Gipson. I purchased a living room set and bedroom set from Conns. I filed a report under the warranty and the repair coverage that they have back in May of 2014, they sent an independent adjuster to my home name [redacted] and another guy. They took pictures and advised that the sofa pillows would be replaced, the mattress would be replaced and the broken bed would be fixed. I purchased the mattress due to the salesman informed me it was like a hotel bed and it would help my neck considering I had neck surgery. The adjuster left and informed me that it should be resolved in 2 weeks. I never heard from anyone in the Conns warranty department and the adjuster left with pictures of my home. I called several times to complain and finally spoke with another person. They apologize for no communcation and Sent someone else out another independent adjuster to do the same process. He took pictures of the furniture, and stated the same thing that The sofa pillows on the bottom and top would be replaced, the mattress would be replaced and the bed would be replaced if they couldnt repair it int he month of July of 2014. He assured me that everything would be repaired and or replaced. I made several calls and have a witness that was there when both adjusters came and said the same thing they both have the pictures. Today 11/18/2014 no response, no letter in the mail, no repair, and no replacement and I am still paying for broken furniture and the mattress has caused me excrutiating pain since my neck surgery!!! I spent $6000-8000 on furniture that had no quality and is not working. I need your help!

Business

Response:

Thank you for the opportunity to respond to [redacted]

complaint. Our records show on 8/18/12; [redacted] purchased the [redacted] bedroom set which consists of four pieces

(headboard, footboard, rails and media chest), a [redacted] mattress and box

spring, the [redacted] furniture set which consisted of the loveseat and

sofa, two Madana end tables, and a Madana cocktail table all with a 48-month

FurnitureGard Plan.

We received [redacted] complaint and found she contacted our

service department on two separate occasions for repair needs regarding her

sofa, loveseat, mattress, media chest, both end tables and cocktail table.