Conns Appliance, Inc.

Review: Conn's appliances had my lawn mower for a long time and I have been making payments on it and they are refusing to give me my lawn mower.I have called them about 20 times.my grass is 2 feet tall I'm getting tickets by this day and I'm am going to have to pay someone to mow my yard $300.00.Desired Settlement: they keep on telling me they're going to contact me and they never do.

Business

Response:

Thank you for the opportunity to

respond to Mr. [redacted] complaint. We have received Mr. [redacted] complaint and found there was a lack of communication with scheduling therefore

it was unclear the location of Mr. [redacted] zero turn. Mr. [redacted] has

been contacted regarding his concerns. Mr. [redacted]’s zero turn is

scheduled to be picked up on 10/02/14 to be serviced. Due to the delay Conn’s has offered to

credit his account for two payments. Mr. [redacted] has accepted our offer

and the credit will post to his account in the next 3-5 business

days. We sincerely apologize to Mr. [redacted] for the experience and

any inconvenience that has been caused as a result of delay.

If we may be of further

assistance, Mr. [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,

From: [redacted]

Sent: Friday, October 17, 2014 10:09 PM

To: drteam

Subject: [redacted]

They pick my lawnmower up and I still haven't heard nothing back from them about fixing it.

Business

Response:

Mr. [redacted] has been

contacted and we confirmed he has now received his tractor. Mr. [redacted] mentioned he had not had an opportunity

to use the tractor to ensure it is working properly, but he noticed the seat

had a tear. Conn’s is willing to credit

Mr. [redacted] an additional $175.00 concession for the damaged seat. If Mr. [redacted] is willing to accept our offer

he may contact us at [redacted]

Kind regards,

Review: Hello, please help review this complaint and help to get warranty honored or exchanged call it even with 800.00 I have paid .I have tried to get help from Conn's Customer Service Center and managers, also 5 Managers at Round Rock TX location given 20 1- 800 's to call put on hold long periods hung up on no solution solved .I am purchasing a living room set cost$3488.00 and, since delivered 10/2013 had a manufacture defect . Called reported was able to get a repair service man for Saturday opening until 03/2014 Per service man and good thing I went to store and got copy of work order or I would not have proof due to all my calls not noted and work order deleted ,is stated manufacture defect. The living room set 4pcs stiches coming undone arms loose .Was given manufacture # to deal issue my self per manager at location , manufacture willing to exchange set has 1yr warranty from manufacture .Per Conn's manager they will not issue credit due to loosing in living room set. I do not know what else to do I am still paying on time .Manufacture blames Conn's and they blame manufacture. If I returned set Conn's will charge off my credit when I have children and need my credit , I understand if my issue but it has a manufacture defect. Set will not last a 1 year before I need new ones . Please help my family and I get a solution please help.Desired Settlement: Please to be return with out charging off my credit first thing said to me if I return , I will loose with $800.00 payment given , exchange of living room set ,or settle with payment given of $800.00 payoff .I just don't want to stress over this issue when it has a manufacture warranty ,and the United Furniture manufacture willing to issue credit to exchange but Conn's declines due to them loosing and I don't see how when they will resale it please help .Thank you for your time and help.

Business

Response:

Thank you for the

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

on 10/30/13, Mrs. [redacted] purchased a United Furniture Melody sofa,

loveseat, chair and ottoman which came with a limited 1-year manufacturer

warranty. Our records indicate Mrs. [redacted]

contacted us on 2/25/14 stating the seams on each piece were unraveling. A

service inspection was set-up the service man conducted minor repairs by repairing

the loose threading which is a normal occurrence caused from day to day

use. Mrs. [redacted] contacted United

Furniture and they agreed to exchange the set.

We received the approval on 7/14/14 and Mrs. [redacted] was

contacted. Mrs. [redacted] reselected a

new sofa and loveseat which was delivered on 7/19/14.

If we may be of further

assistance Mrs. [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.

Hello,

Thank you so much for your time and help If I would of not file this complaint I don't know how much hoops I would have had to go thru with Conn's or manufacture.

I was approve for exchange of living room set .Again thank you all so much for your help and time .

Thank You,

Review: Constantly getting the run around about product repair and they tend to lose my equipment.

It started with a lawn mower & weed eater that was purchased at the [redacted] store. The lawn mower & weed eater were purchased around [redacted] as soon as we took the weed eater out of the box and used it, it messed up. Took the weed eater back & it was sent off to repair. We were blamed for the damage to the weed eater and that my husband did not put the oil & gas mixture & was told he was responsible for the damaging the weed eater. They fixed the weed eater but not before we were called liars and accused of damaging our own property. The lawnmower went out about 1yr after purchase and I had paid on the warranty, we took it in to Conn's and was sent to repair and we were told that they would not cover the part that needed to be repaired on the lawn mower & that I would have to pay an additional $200.00 for the part & repair of the lawn mower. I was being told that it would be an additional $200.00 and if I wanted the blade to be repaired that I would have pay roughly $30 to fix the blade on the mower. I was told the reason that the lawn mower was damaged, "The lawn mower was overly used." My husband went down to Conn's to pick up the lawn mower & was told that it was sent back to Parts and Repair. It was a month later & no one knew where my mower was at. After speaking with the [redacted]", he told me that the lawn mower had been scrapped and that we would be refunded the $30.00 for the repair of the blade. After a year or more I paid on the lawn mower and insurance and still had to pay for repair & I was only going to be refunded the $30.00. [redacted] told me that if I wanted anything done I would have to call corporate & take care of it myself, I told him "What should I expect if CORPORATE does not want to listen to you and replace my lawn mower and you are a MANAGER much less myself that I am just an angry consumer!" It was a miracle and the lawn mower appeared. I was aware that it was never scrapped because Part & Repairs had told me. I have a brand new nonfunctioning lawn mower taking up space in my garage. Now to new story, I purchased the ** Touchsmart computer & was working good for a year. This product was purchased & had the warranty placed on it without even being asked if we wanted the insurance, anyway, without receiving a call a little over a month (we were told it would take 2-3 weeks) we go to check on the status of our computer & it must of been our lucky day because Conn's had just received my computer that day. We get home, unwrap the computer and the power cord is missing. The computer was wrapped in plastic wrap and a huge green paper showing that the computer, mouse, & power cord were included. I sent my husband to Conn's to ask about the power cord. If you are not there to buy anything no one seems to want to help you. My husband was told that it may have been left at Part & Repairs and that they would get back to my husband as soon as they heard something from Parts. My husband did not wait he called Part & Repair and was told that they sent the computer back whole & if it was lost then it was done at the store & it probably is in the warehouse. He returned to Conn's & was told that they had not received a response yet from Parts & that they would contact him. The whole time Parts is blaming the store & the store is blaming Parts. My husband went back for the last time today [redacted], his third trip, & was told by the rep & [redacted] again [redacted] that Part &Service is closed & that they would have to wait until tomorrow. A sales rep wanted to give my husband a regular cord, not the one for the **, to basically shut him up and get him out of the store but my husband refused the cord because the regular one is compatible with the **. The rep was accusing my husband of losing the cord or that we had it. I called customer service & reached Collections, a woman that said she is a supervisor for collectDesired Settlement: Unspecified

Business

Response:

Review: I purchased a 75" TV. At the time I was told that if the price goes down with in 30 days or is there is a sales I would be issued a refund accordingly. Their Memorial Day Sale was 10% off of one a non-sales item purchased during this time. I took my receipt back to the store expecting to get a refund. They said my purchase was not covered. The TV was a Samsung 75" smart TV and costs 3,999.00. In my opinion Conn's looks for ways not to honor their commitment.Also while in the store, I noticed that I had rated their store a 5. I never rated their store or my buying experience. They are supplying false ratings to the public to improve their store status.Your help in this matter is appreciated.Desired Settlement: I would like to receive my 10% discount on my purchase of $3,999.00.

Business

Response:

Thank you for the opportunity to

respond to Mr. [redacted]’s complaint. Our records show on 5/09/15,

Mr. [redacted] purchased a Samsung 75” 4K Ultra HD Smart TV with a (37-month Repair

Service Agreement). Mr. [redacted] elected to pick up his television from our

Port Arthur, TX location store 005; Mr. [redacted] signed his invoice acknowledging

his TV was received in good order.

After researching Mr. [redacted]’s

complaint we found after he made his purchase on 5/09/15 he received a 10% off promotional offer to use towards his next

purchase. Mr. [redacted] went into his local Conn’s in attempts to use his

promotional offer to receive a Price Guarantee on his previous purchase.

Mr. [redacted] was informed that Conn’s Price Guarantee excludes promotional offers;

however he could use his promotional offer towards a new purchase. After

reviewing his purchase we confirmed the price of his television has not changed

since the time of purchase. At this time we are unable to honor Mr.

[redacted]’s request to credit his account.

If we may be of further assistance,

Mr. [redacted] may contact our Customer Service at 1-877-358-1252.

Kind regards,

Jana [redacted]

Review: The delivery guy that came to my house was so rude. He told my daughter that our house was nasty and stunk and that he should not be delivering to our home because of it. He referred to my daughter as a [redacted] and told her she was nasty. The delivery guy started to take pictures of my home and told my daughter that he was going to take them back to the job and show everyone how nasty we were and how we lived. The same driver proceeded to throw up on my bedroom floor where the new furniture was going and did not say anything and I stepped in it. I was so upset over the situation and I will never buy anything ever again from Conns because of the rude nasty delivery person. My daughter and I were so offended by the way he spoke to us and cut down my house. He was out in the front yard making rude comments in front of our neighbors and putting on as show outside gagging and throwing up. He has all my neighbors believing that our house is so bad and that we live like pigs.Desired Settlement: I want my 400.00 dollars back that I put down on the furniture. I am keeping the furniture and I will make the payments every month but I want the 400.00 that I put down

Business

Response:

Thank

you for the opportunity to respond to Mrs. [redacted]’s complaint. Conn’s would like to apologize to Mrs. [redacted]

for the experience she had while the delivery team attempted to deliver her product. This matter has been addressed with those

involved to ensure it is not repeated.

Mrs. [redacted] spoke with both the UST delivery manger as well as a Conn’s distribution

manager. As a goodwill gesture Conn’s

agreed to credit Mrs. [redacted]’s account $382.98, which posted to her account on

[redacted]. UST also agreed to refund her

$160.00 for her carpet cleaning and the inconvenience. A refund check was mailed directly to Mrs.

[redacted]’s address on file.

Attached is a copy of Mrs. [redacted]'s loan ledger showing the credit has been applied to her account.

If

I may be of further assistance, Mrs. [redacted] may contact me at ###-###-####

.

Review: I purchased a mattress on December of 2012 financed "same as cash". It needed to be paid off by december * 2013 to maintain it that way. Icalled on 12/*/13 to close off the account and pay it off. She gave me the wrong information and ended up closing a different account. Now I'm being charged interest on the account and after calling your customer service line for the past 2 months, I called today and a very rude man on the collections dept (I was transferred there because the csr was unable to see my acct) told me I was lying and questioned me on how I didn't pay all of my accounts on the beginning of the month, Which was none of his business. He said he had no record of me calling on the ** (the account that was wrongfully paid off was due on that day) and that I was lying. I have phone records to prove I did call. I'm not willing to pay the interest on the account because it was not my mistake. I have called about 20 times and they have submitted "notes" to the offline department and every time I call back they say they either denied it or need more information. Today a lady named [redacted] told me she couldn't do nothing, that after submitting that so many times they had made the decision to not help me and that I needed to pay that money. Well I don't think its fear that I've been receiving this type of treatment and that you guys are not doing anything to help me. I'm willing to pay the amount of the payment needed on 12/* (I was told $170something) but I will not pay the extra $300 of interest. I hope this issue is resolved as soon as possible otherwise I will be contacting my attorney.Desired Settlement: I just need the account closed off as it was supposed to be. As stated above I'm willing to pay the amount that was needed as payment before it gained interest.

Business

Response:

Review: I been a victim of fraud. I alone with my husband had these two accounts open in our names. [redacted] and [redacted] .The account were open fraudently with identifying information stolen from a previous application were we applied with another company. We have a fraud monitoring thing on file.Once the inquiry came on our file.We notified Conn.Conn stated there wasn't an application cause they didn't find an account.Now we both have account reporting that could of been avoided by calling the fraud alert no that intact on the consumer statement on both our files.Desired Settlement: Investigate and remove .and while in dispute please take off our fileThis causing harm

Business

Response:

Thank you for the opportunity to respond to Mr. and Mrs. [redacted] concerns regarding accounts [redacted] and [redacted]. The two accounts are currently under

investigation. Our Fraud team will reach

out to Mr. and Mrs. [redacted] to obtain any further information regarding the

accounts.

If Mr. and Mrs. [redacted] have any further questions, they

can contact our fraud team directly. We

value all of our customers and sincerely apologize for any inconvenience Mr. and

Mrs. [redacted] has experienced due to this matter.

Thank you,

Credit Help Desk Specialist

Review: I bought a $700 LG dishwasher and it quit working 2 days after it was delivered. I have called 5 times over the past 2 weeks to get this resolved and every time they tell me someone will call me back. I have not received a call to date. I didn't spend that much on a dishwasher to have to do them by hand. The service before the sale was great. The after the sale service is the worst I have ever experienced.Desired Settlement: If the motor has problems after doing 2 loads, I don't want it repaired, I want it replaced with what I bought...A NEW dishwasher, not a repaired one.

Business

Response:

Thank

you for the opportunity to respond to Mr. [redacted] complaint. Our records show on 7/12/14, Mr. [redacted]

purchased a LG dishwasher with a 48-month Repair Service Agreement Plan and

received delivery on 7/26/14 in good order. On 8/5/14, Mr. [redacted] contacted us

stating the dishwasher displayed an error code LE and stops during the cycle.

Our records show there was a delay locating a service provider to assess the

dishwasher due to the location Mr. [redacted] resides. Once a technician became

available Mr. [redacted] service appointment was scheduled for 8/20/14; upon

inspection the technician found parts needed to be ordered for repairs. On

8/26/14; the technician replaced the main board and reported the unit was

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

an exchange due to the repairs have been completed on the dishwasher.

If we

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

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. What she fails to mention is that I received the dishwasher 2 weeks after I purchased it. I did not buy a 48 month repair program. Conn's acted like they didn't care to resolve the issue and after waiting 3 weeks with no returned phone calls, they pawned me off to LG. Then it was 2 weeks later that my dishwasher was repaired. Now it is louder than it was before. I have never been treated worse and will never buy another item from Conn's nor an LG item. [redacted]

Regards,

Review: On September [redacted] 2012, I purchased a dishwasher Model # [redacted] with a repair service until 09/**/2014.In one year, I had to call for repair service 4 times. As of today the dishwasher machine is not efficiently working -again. I called the service center at [redacted] and asked for a replacement (the machine never worked to my full satisfaction and broke down four times and I am not willing to accept another service repair). This has been extremely frustrating. I am simply asking Conn's to fulfill its obligation and provide me a replacement for this dishwasher.Desired Settlement: I am asking Conn's to replace this dishwasher.

Business

Response:

Review: I initially opened an account with the company in 2012. About every other month I would receive notices from Conn's about my available credit and inviting me to come into the store to purchase more merchandise. In July 2014, I went into Conn's and purchased a washer and dryer. At that time, I had $4,000 in available credit and the washer and dryer was roughly $ 1700. I received a new coupon payment booklet and I begin to make my payments according to the new payment. At no time, was I told that I was opening another account; nor would I have opened a second account since I had available credit on my existing account. In mid-November I started receiving multiple calls a day from Conn's demanding $9.00 in late charges. Since the amount was so little I decided to wait until I made my next payment and just add $9. When I went to make my payment online, I accidentally locked myself out of the account. I had to call Conn's to get my account unlocked and that is when I discovered that I had 2 open accounts instead of my initial account. I was told by the customer service rep that she would take care of combining the accounts. I then made my payment online. The next day I was called 3 more times by Conn's. I informed them of my payment and that my accounts were supposed to be combined. I was told that perhaps the system had not updated. Today, I was called by Conn's and told that I still had two accounts and that it was my responsibility to fix the situation. I was also told that my credit was going to be negatively impacted unless I paid them $70. When I pointed out, that this was not a situation of my doing and that Conn's should fix the problem, I was told that I needed to go into a store and fix it myself and then $70 was demanded. I have paid my account (the only one I was aware of) each month.Desired Settlement: I would like for Conn's to fix their mistake and combine my two accounts into one. I also do not want my credit to be impacted since this was not my fault and I have been paying.

Business

Response:

Thank you for

the opportunity to respond to [redacted]’s concerns regarding the combining of

her two accounts.

According to

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

December 29, 2012 which created account #[redacted]. This contract included a 12-month no-interest

financing promotion. [redacted] signed another

30-month retail installment contract on June 27, 2014. This contract created account number [redacted].

These two

contracts could not be combined because [redacted] has the 12-month no-interest financing

promotion on account #[redacted]. When

one contract has the no-interest financing promotion, it cannot be combined

with other retail installment contracts.

[redacted] has

not received any negative credit marks on either account. The next payment on account #[redacted] was

due on November 10, 2014 with a minimum amount due of $70.87. The next payment on account #[redacted] is not

due until January 10, 2015 in the amount of $100.13.

We value [redacted] as a customer and appreciate her bringing her concerns to our

attention. Thank you,Cheryle S[redacted]

Business

Response:

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

concerns regarding her accounts.

Review: Over the past few months I have been repeatedly hassled and bothered by Conns robo call machines. They claim my account is past due, however, Conns has neglected to change my payment date as requested by me and APPROVED by Conns in January 2014. My account payment due date is the 2nd of each month. I had called to get it changed to the 12th of each month due to my pay frequency change at work. Conns agreed to the payment terms change of date and said I could start making my payments on the 12th of the month. Since they, Conns has neglected to properly hold up on to their end of my payment date change request and have never updated my account. So, I am called up to 10-15 times daily (or more). When I do call back and speak to someone they tell me that my account is past due and they can't change me date. My account has NEVER been past due. Even when I do make my payment over the phone and my account is "Current" Conns neglectfully does not change my payment date and starts harassing me daily for more money. Also, when I do speak to someone they always say "We have your notes on file that your payment date request has been processed, but it doesn't reflect on my account. They then put me on hold and sometimes they never call back or I just hang up. As a consumer I am tired of being berated, harassed, and CONNED by Conns. Their business practices are poor and their customer service even worse. My account has been in excellent standing for the last 17 months until the last 4 months when Conns decided to not follow through on my APPROVED request.Desired Settlement: Refund of all interest charges (from opening of account) and late fees on my account and a payment date change to the 12th of each month.

Business

Response:

Thank you for the opportunity to respond to [redacted] concerns regarding the request for a due date change on account [redacted]. According to our records, Mr. [redacted] first requested his due date to be changed from the 2nd of every month to the 12th of every month on January 23, 2014. However, we could not honor that request at the time because of a past due payment. We have included a copy of the payment history for him to review.

We have updated his due date change request as of April 10, 2014 to reflect the requested change. Mr. [redacted] new due date is currently the 12th of every month. As a goodwill gesture, we have waived $15.00 in late fees, but are unable to refund the interest charges assessed on the account. According to the contract, Mr. [redacted] is required to pay interest on the account regardless when the payment is due.

We value Mr. [redacted] as a customer and sincerely apologize for any inconvenience she experienced concerning this matter.

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. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: We purchased a couch from Conns and also purchased the extended warranty. The stitching came unstitched and we were told that is not covered under warranty. They sent multiple technicians out who told us one thing but Conns told us the technician told them something else. Since the cushion in the couch was collapsed they did end up replacing both couch cushions. They shipped me both cushions from separate places. One cushion is fine but the other rips like paper and is made of a different material. It took between three and six months last time to get the first issue fixed. I received a phone call from Conns today 1/**2014 saying that the technician said that there was not a problem with the couch cushions. I have security cameras in my house that show the technician running his fingers in the hole of the ripped material telling my wife that it needed to be replaced. Ive talked to all the contacts Conns provided including the repair company they sent and have not been able to get this issue resolved.Desired Settlement: Replace the couch completely.

Business

Response:

Review: Please find my complaint as a customer that dissatisfied.I paid On my way! an account on time and paid it off as agreed. As soon as I paid the account off .The account disappeared from my credit file....The account drop my score over 40 points. This has caused my score harm My account number was [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

The account appear or be placed back on my file. According to the law my account suppose to e reported fairly.This company specialize in advertising building your credit.Yet they fail to report the account.I like to know the reason why this happened.

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted] concerns regarding account [redacted]. According to our records, Mrs. [redacted] opened

her account on January

3, 2013 and has been closed as of December 16, 2013 with

zero delinquencies.

In the event Mrs. [redacted] credit report is not displaying

this account correctly, she can fax a copy of her credit report to [redacted] and we will review it

further.

Review: 5/5/14 Had my over the stove microwave serviced by Conn's service department at which time my new stove was damaged. The service person was removing the microwave from over the stove single handed when he it slipped from his arm. He was asked if he needed help by both my husband and myself;he replied no he got it.Then stated he wasn't able to repair due the fact he needed another part ;he left our home stating the service would be rescheduled once part received. He never mention he damaged our stove; service department was notified ; [redacted] requested E-mail pictures of the damage which was sent 2 times yet informed never received. Then I spoke to [redacted], who actually call us due us rating Conn's a one out 5;he claimed he would resolved the issue .He sent out a person to take the pictures of the damage and I was assured the stove be replaced(Claim #[redacted].Multiple stores of how they resolve this damage. +Desired Settlement: My stove is a GE from sears a new line convention/bake double oven with cast iron /5 burners which was less 5 mos in my home . I was told they would replace by [redacted] due to the damage . Mr. [redacted] , number [redacted] or [redacted]The actual part needed to repair my GE stove (brain) has to come from the manufactory due the stove been a new line of appliances. Multiple calls to Conn's service department only to hear they still investigating. We are requesting 1500.00 to resolve issue

Business

Response:

Thank you for

the opportunity to respond to Mrs. [redacted] concerns regarding damage to her

range. Our records show on 11/19/10,

Mrs. [redacted] purchased a Frigidaire over the range microwave and 48-month

Repair Service Agreement with us. Mrs.

[redacted] contacted us on 4/10/14, stating the microwave was making a sizzling

and popping noise. A service call was set-up and upon inspection the technician

found the magnetron and lights needed to be replaced. The parts were ordered and replaced on

4/29/14 however; they did not repair the microwave and it was found to be

uneconomical to repair. Mrs. [redacted]

contacted us on 5/5/14, stating the technician almost dropped the microwave but

hit the stove when he caught it. She

stated the stove is now damaged.

Mrs. [redacted]

has spoken with the service tech manager and Conn’s has extended the following

options:

Conn’s

can repair the damage.

Reimburse

Mrs. [redacted] for Sears to repair the damage. An estimate or invoice would

need to be provided.

Reimburse

Mrs. [redacted] for the replacement value of the range. Original invoice

would need to be provided showing the date of purchase, model and serial

numbers along with pictures of the damage.

Mrs. [redacted]

was contacted on 7/21/14, regarding her concerns. She stated the first two options were not

acceptable because if Conn’s repaired the range it would void her warranty with

Sears. She also mentioned the part

needed to repair the range was not available yet because it was a newer

model. Mrs. [redacted] stated she had

already emailed pictures of the damage to the service tech manager twice however;

we do not show the email was successfully received. To better assist Mrs. [redacted] and resolve

her concerns we will need pictures of the damage and a copy of her receipt showing

the original date of purchase, model and serial number to process the claim. Mrs. [redacted] may send this information

directly to the Revdex.com.

Business

Response:

We spoke with

Mrs. [redacted] on 8/18/14, regarding her concerns and she agreed to forward us

pictures of the damage and proof of purchase.

Although Mrs. [redacted] did not have her original invoice we accepted a

copy of her Sears Protection Contract to verified proof of purchase which she

provided. The pictures Mrs. [redacted]

provided should the control panel was scratched in multiple places. While reviewing Mrs. [redacted]’s claim we

found her range was repaired on 8/5/14 under her Master Protection Agreement

and there was no out of pocket expenses.

Mrs. [redacted]

was contacted on 8/26/14, and advised although we were unable to honor her

request for $2,000.00 we offered as a gesture of goodwill $408.54 for the delay

and any inconvenience caused.

Mrs. [redacted] has rejected our offer at

this time.

If Mrs. [redacted] reconsiders our offer she may contact me

directly 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.]

I want the stove replaced as it had no damage and wasn't year old and I paid for the service plan which repaired the stove Conn's service department staff damaged in my home. Then I had to prove it over and over again the damage /proof I paid for my stove. .The extended lack of usage of stove til it was repaired by Sears. True lack of respect and regards by Conn's service staff and Department of Resolution is unbelievable ! Ms [redacted] started off with we give you 204 as that's your payment for 1 mo on your account then said 2 mo payment toward your account .The bottom line We didn't damage our new stove Conn's service man ;who left without a word to us of the damage done. Then every call to the service department went from one person to the next would get back to us; now Ms [redacted], says she is the top and no other person we can address this matter too in Conn's. Therefore we have addressed the Attorney General office and the Fox new's as of today regarding the incident and way it was managed by the Conn's Dispute Resolution team

Regards,

Review: Computer purchased from Conn's store #[redacted] on June 6, We were misled/deceived by [redacted], the salesman and purchased the next higher priced computerHe assured us that the payment would be within our monthly budget of $60-$for either computerWe were financed thru GE Capital Retail BankWe received the first bill and the amount was $We received the billing statement before the 14-day policy for returning the computerWe complained to the store and told us we should contact GE to resolve this issueAfter calling GE, we received no response within the return/exchange periodThe store sent their corporate office a request for resolution on ticket [redacted]Still no responseWe keep in close contact with both parties and are sent back and forth between Conn's, their corporate office, and GENobody seems to want to resolve this issueSupposedly, customer service is their #priorityWe don't get itWe just want to either return the computer that [redacted] talked us into or exchange it for the lower model we wanted in the first placeIf we keep getting the run-around thru different offices and our payment is late, it will affect our credit ratingWe don't want that to happen.Desired Settlement: We would prefer a full refundIf that's not gonna happen, then we would like to exchange for the lower priced computer we wanted in the first placeWe feel we were deceived by [redacted]We will not purchase any future needs from this storeWe have been satisfied customers with Conn's for several years
Business
Response:
Thank you
for the opportunity to respond to Mrs[redacted]’s complaintOur records show
on 6/03/14, Mrs[redacted] purchased a Hewlett Packard Envy Recline
desktop computer with a 25-month Repair Service Agreement totaling
$2,Mrs[redacted] submitted an application and was approved to
finance through GE for 24-month equal payments no interest as stated on her
authorization pageBased on Mrs[redacted] final total her equal payment amount came to $After further research we show Mrs[redacted]
contacted the store manager stating she wanted the month term with a 12.99%
APR, oppose to the 24-month Cash option; extending the term would reduce her
monthly paymentsWe attempted to
contact Mrs[redacted] on 7/28/14, but was unsuccessful in our attemptConn’s has agreed to honor her request for
months with a 12.99% APRThe correction
has been submitted to GE for processing
Please allow days for the account to be updatedIf we may be of further assistance, Mrs[redacted] may contact Customer Service at [redacted]
Kind
regards,
Customer
Relations

Review: Agreed and paid for an extended 3 year warranty on an gas range that expired 10/**/2013. Called on 10/**/2013 to exercise the warranty for a non-working electric ignite switch. warranty service provided a work order number, and indicated a third party would contact to set up repair date or time. I specifically stated to contact me on my personal cell phone as the best contact method. On 10/**/2013, I received a phone call at work from the third party that they were at my house to repair the gas range. I was 45 miles away from the house and did not have anyone that could arrive in short notice. I made contact with the 3rd party service on 11/*/2013 and was told the work order had been cancelled and that I needed to contact Conn's to reschedule. On 11/*/2013, I contacted Conn's to reschedule, but was told the warranty had expired on the [redacted] Expressing my concern with the lack of communication to schedule the initial visit, I was told that they tried to contact my via cell phone, home phone, and email. At the time of discussion, I had not been contacted on my cell phone or had any missed calls or messages on 10/**/2013. Checking my home phone and email account, there are no messages related to contact for service of my gas range. Not only am I concerned with the lack of commitment to the extended warranty service, but there was no intermediate resolution provided, only 'you will be responsible for the service call and repair'Desired Settlement: I just want the extended service agreement full-filled with the repair of my gas range

Business

Response:

Review: I paid my balance in full and they (Conn's Appliance) keep charging me interest. I paid the account in full on the due date which was [redacted]. So I want to know why I have a balance of 19.17 as of [redacted], which I paid that too. Somebody is stealing money in the organization, because I have called them, customer service department and no one can tell me why or how I am being charged. What I want is my account CLOSED and the return on my $19.17. I will NEVER buy anything from CONN'S again. I will also tell my friends what a crappy job the ACCOUNTING DEPARTMENT is doing. The lady I spoke to on [redacted]. said and I quote The Person who gave you your pay-off gave you the wrong number", then she said" I see where you paid the full amount, but that was not right". I said, I pay my bill online and I got the pay-off from there, well that's not correct either. I keep getting the run around, meanwhile Conn's is still charging me. I'm thinking I am paying in good faith.This is very poor customer service. Oh by the way, she calls herself "[redacted]", but I don't believe that either, why should I The pay-off was 307 and some changeDesired Settlement: Refund

I want my money retuned because I clearly don't owe it and an letter stating my account is 'CLOSED'.

Business

Response:

Thank you for bringing Mrs. [redacted]'s concerns to our attention. Conn's

would like to offer Mrs. [redacted] an apology for the error and for the

manner in which her concerns were addressed. Based on the information

Mrs. [redacted] provided, Conn's will be issuing her a refund of $19.17, we

are further researching what caused the discrepancy to ensure it is

corrected. Mrs. [redacted] should receive the refund within the next 7-10

days. If I may be of further assistance, Mrs. [redacted] may contact me

directly at ###-###-#### ext [redacted].

Review: Received a mailing from Conn's saying that my line of credit had been increased. I went to the store to make a purchase and was declined. Called customer service to be told that they don't have lines of credit and that it was just an ad and with credit approval. Talked to 3 different supervisors and was told the same thing that they don't have lines of credit. This is a lie, and this is false advertising. Conn's is known for ripping people off and selling products that either are broken when purchased or last less than a year. They also tack on insurance that my homeowner policy carries and fail to tell you about it until you are sucked in by their smooth talk. Right now I have a $1500 HD flat screen that is already broken and I still owe money on it. Yes, I did not get the extended warranty because I have heard horror stories about how they never fix it right, or if it gets fixed at all. They need to be stopped doing what they are doing.Desired Settlement: I want my TV replaced. It is just a hunk of junk sitting in my living room, or at least get my "line" in activation so that I can purchase another TV even though I don't want to do business with these clowns.

Business

Response:

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

5/21/14, Mr. [redacted] went into Conn’s in Oklahoma City, OK after receiving a

promotional offer to increase his credit limit with Conn’s. After further

review, we show Mr. [redacted] did not meet the qualifications to increase his

credit limit at this time. As listed on the promotional offer Mr. [redacted]

received this offer is not guaranteed; credit may not be extended if, after you

respond, we find that you do not meet the criteria used to select you for this

offer or an applicable criterion bearing on creditworthiness.

After researching Mr. [redacted]’ complaint regarding

his television; we show on 5/15/11, Mr. [redacted] purchased a 55” Toshiba

television with a 24-month Repair Service Agreement Plan which has expired as

of 5/15/13. As of 6/11/14, we have no indications that Mr. [redacted] has

contacted us regarding any issues with his television. Mr. [redacted] may contact

our service department at [redacted] to have a technician assess his

television however; he will be responsible for any charges that may apply to

repair the unit. We are unable to honor Mr. [redacted]’ request for an exchange

due to the television no longer has extended warranty protection.

If

we may be of further assistance, Mr.

[redacted] may

contact Customer Service at [redacted]

Kind regards,

Business

Response:

Thank

you for the opportunity to respond to Mr. [redacted] additional comments. We have honored Mr. [redacted] request to have

all promotional offers cease and desist.

If

we may be of further assistance, Mr.

[redacted] may

contact Customer Service at [redacted]

Kind regards,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. I still am receiving offers and they have not stopped as promised. I feel this is a form of harassement and is uncalled for. My accounts should be paid in full by you if this doesn't stop. I am paying for a TV that is a piece of junk, and I will be dropping it off at the OKC location within the next week so they can deal with it. And no, I will not have Conn's fix it.

Review: We went to Conn's because we received a special cresit offer as well as free delivery. We purchased a sofa and recliner for over $2000.00 and received ONLY 12 months at 0%. The offer we received in the mail was for 24 months. The salesperson [redacted] told us we would receive the delivery between 0800 and 1200 hrs the next morning. We received call from the delivery man who told us we were scheduled for 1500-1800 hrs. I immediately called the store and [redacted] admitted that he could NOT set a window for delivery at all. SO he lied to us to get a sale. This is UNACCEPTABLE. [redacted] admitted AFTER the fact that what we were told and what HE agreed to do do was false from the time it promised.Desired Settlement: Refund

I would like the delivery charge refunded ASIDE from the offer of a mail in rebate that we were promised in writing prior to visiting the store.I would also like the to have the FULL 24 months of 0% finance charges. It is far too late to fix the delivery time.

Business

Response:

Review: 8/**/2013 I got a Spectre Touchsmart laptop and after 2 months having it I notice a small light come thru the bottom right of the screan but nothing big bu I decided to send it in to maybe fix it and after 1month 1/2 I call to see where is my laptop.Well they tell me that they been having problems with them laptops and discontinued them and no longer selling them and that my account will be credit. this laptop is 1,499.99 / 699.00 for the Intallation /warrnty. Total 3,504.96. thinking I could get a good one to study and go back to school & bad enough I really don't have very good credit so I decided to go to Conn's for one and been the first time trying them I get Conn'D out of my money and not the help 1-800# tell me Ineed to pay them 1,364.00 even if I dont have the laptop or this will go agains my credit, I pay my bills and I am trying to do better [redacted] but this one I just feel so taken for my money and no want to help all they want is the moneywhen I do not have a laptop.PLEASE THINK ABOUT IT BEFORE ITS TOO LATE, DONT DOO BUSINESS WITH CONNES , I HATE I DID AND I ALWAYS HAD GOOD BUSINESS WITH [redacted] , NEVER NEVER AGAIN WITH CONN'S.Desired Settlement: I JUST WANT MY ACCOUNT TO BE CLEARED AND GET MY MONEY THAT I PUT INTO THIS LAPTOP, MY DOWN PAYMENT AND THE MONTHS I PAID ON IT AND JUST PUT IT BEHIND ME..

Business

Response:

Thank you for the opportunity

to respond to [redacted] concerns regarding account [redacted]0.

According to our records, [redacted] signed a 32-month installment loan

contract on August **, 2013 for the purchase of a Spectre Touchsmart

Laptop. The total amount financed on the contract was $3504.96, which

included the following charges: $1499.99 laptop, $149.99 wireless network

installation, $699.99 warranty, $261.49 property insurance, $849.62 finance

charges. The contract also included a 12-month no-interest promotion for

the product.

On November **, 2013, [redacted] brought his laptop

in for service stating the bottom part of the screen right and left side was

sticking out and you can see the lights. We shipped the laptop

to HP per [redacted]’s

request, and HP stated,

this was physical damage and would not be covered under the MFG warranty. We

set up an out of warranty repair with HP for the estimate of $269.99, but the

repair was put on hold due to the part being on back order. Because [redacted] had accidental warranty on

the laptop, we canceled

the repair with HP and had the laptop sent back not repaired and submitted for an

exchange. Pictures have been provided in our response. The warranty that was purchased on [redacted]’s

laptop allowed for a

full credit of $1499.99 + tax $123.75= $1623.74. This credit applied to

[redacted]’s account on December **, 2013. The balance/payoff remaining is for the

warranty, insurance, and now accrued finance charges due to the loss of the

no-interest offer as the account is now in a past due status. Since the

warranty allowed for the credit, [redacted] is still responsible for the

warranty as well as the accrued finance charges and insurance premiums.

However, in the event [redacted] has a homeowner or renter’s insurance policy,

he can fax a copy of the declaration page to[redacted] As long as the policy shows coverage from the date the account opened to

present, he will be able to receive a full insurance credit and that charge

will be subtracted from the balance/payoff.

[redacted] has been

contacted regarding his concerns. Although

we are unable to honor his request for a full refund we are willing to offer him

the option to pay the remaining invoice amount of $222.46 to close the account

as a gesture of goodwill.

If I may be of further

assistance, [redacted] may contact me directly at [redacted]

Kind regards,