Conns Appliance, Inc.

Review: I ordered furniture from this store on the [redacted] for delivery on the [redacted] between [redacted]. I was called at [redacted] the [redacted] to be told that they could not make delivery. I was told to wait and they would call me back later to see if they could make delivery that day. Later on, around [redacted] I called back to inquire about the delivery. I was told that they would not be able to deliver the furniture for another week. I called the next day to cancel the order because, I decided to go to another company and did not want to wait another week for the order. I had already waited a week and a half. The following day on the [redacted] I went to the store to make sure the order was canceled and to collect my deposit of $[redacted]. The manager told me that they could not give me a refund there. I then asked why not, and was told that accounting handles that, and that I would receive a check for the money in 7-10 days. I then asked the manager to give me a receipt showing that I cancelled the order that day, and to have the receipt show that I was due a refund of [redacted]. He said he couldn't do that, that their system was not set up for that. I told him I wasn't leaving until I had something in hand to prove I was due a refund. He then generated an invoice showing a negative balance, which I was to assume would be sufficient enough that they would pay back my deposit.I asked the manager when I would get the refund, and he said 7-10 days. I asked him to sign it and he refused. I waited the 7-10 days and an 6 additional days to make sure I would have my check. No one has contacted me during these 16 days to see why I canceled the order, or to give me a status on my refund. I contacted the customer service line and was told their was nothing they could do for me. I was told three different stories as to the status of my refund, from, you will have to talk to accounting, to, it will be another 7-10 days maybe after the accounting department does its review, to it looks like they may have sent it out.Desired Settlement: I would like a prompt refund of the deposit I paid of $[redacted]. I would also like a hand written letter of apology from the CEO of Conn's, on letter head.

Business

Response:

Thank you for the opportunity to

respond to [redacted]’s concerns regarding a return. [redacted] stated he ordered furniture and

it was not delivered when expected so he returned the merchandise. He stated he has not received a refund for

the $[redacted] down payment.

According to our records, Mr.

Gameson signed a 32-month retail installment contract on [redacted] refunded the merchandise on [redacted]. We processed the refund on

[redacted] and a refund check was mailed to the address listed on the

contract on [redacted].

Please note, it can take 7-14

business days to process a refund request.

If [redacted] has not received the refund check, we ask that he contact

us so we can track the check.

Consumer

Response:

Although the company has refunded the money to me and has performed its duties perfunctorily, there is still the matter of poor ethical business practices. I requested an apology from the CEO, in the hopes that they would look into the matter, and discover why they had lost a customer. This does not seem to be of any concern to the company. I am still not satisfied with the outcome. This is not just about the money.

Review: I have purchased an item from them and since then I keep getting flyers. I called them and asked that it be stopped and I have received mailings since then on two different ocaissions. when I call them I have to wait a very long time, this is getting stressfulI WANT IT STOPPED NOW.Desired Settlement: IF THIS DOESN'T STOP WE WILL GO TO COURT AND MONEY DAMAGES WILL APPLY FOR STRESS DUE TO THEIR HARRASSMENT.

Business

Response:

Thank you for the opportunity to respond to Ms. [redacted] complaint. We would like to apologize to Ms. [redacted] for the experience she has

had with us. Conn’s has agreed to honor

her request and permanently removed her from our mailing list. Ms. [redacted] may/may not receive a mailer that

could have already printed prior to our response. If so, please accept out apology in advance.

Kind regards,

Customer Relations Officer

Review: I PURCHASE A SINGLE ELECTRIC OVEN FROM CONN'S AND HAD IT INSTALLED BY [redacted],BECAUSE OF THE PRICE OF INSTALLATION CHARGE THAT CONN'S CHARGED. WHEN THE SERVICE MAN CAME TO INSTALL THE OVEN, THE OVEN DID NOT WORK. I CONTACTED CONN'S AND THIS IS WHERE ALL THE PROBLEMS STARTED. THEY HAVE SENT ME THROUGH TOTAL DISTRESS GIVING ME THE RUN AROUND ABOUT A $1299.00 OVEN. THEY ALSO, SENT THERE OWN SERVICE TEAM WHO CONNECTED THE OVEN AND FOUND THAT THE OVEN DOESN'T WORK. THIS COMPANY REFUSING TO EXCHANGE THE OVEN, THE PAYMENT WAS DUE ON THE [redacted] OF THIS MONTH, THE SALE PERSON HAS TRIED AT NO AVAIL TO GET THEM TO EXCHANGE THE OVEN AND I AM TOTAL DISBELIEF ON WHAT I AM BEING PUT THROUGH. I HAVE HAD AN ACCOUNT WITH CONNS OVER 5 YEARS, HAVE PAID THEM ON TIME AND CANNOT BELIEVE THAT THIS COMPANY REFUSES TO TAKE REPONSIBILITY FOR THEIR PRODUCTS. PLEASE HELP ME RESOLVE THIS MATTER. I PLAN TO RETURN THIS ITEM MYSELF AND NOT MAKE PAYMENTS UNTIL IT IS RESOLVED.Desired Settlement: REPLACE THIS OVEN OR REFUND

Business

Response:

Thank you for the opportunity to respond to [redacted] complaint regarding her Frigidaire wall oven that was purchased with us on 12/*/13. Our records show on 12/**13, [redacted] was delivered a Frigidaire wall oven that was installed by someone other than Conn's. [redacted] contacted us on 12/**/13 and stated the oven was not turning on and the control panel was not working. A service call was set-up, however, cancelled after [redacted] advised the service technician that he would contact the store for an exchange. Since service had not access the repair needs the exchange request was denied unless [redacted] paid the 15% restocking fee. Another service call was set-up and scheduled for 1/**/14. On the day of service the technician reported he was unable to assess the problem because [redacted] had already uninstalled the oven to return to the store. We sincerely apologize to [redacted] for the experience he has had with his oven. [redacted] has been in contact with the store manager and on 1/**/14 Conn's agreed to exchange his oven. [redacted] may contact the store to process the exchange and schedule the delivery.

Review: I have purchased over [redacted] dollars in furniture with this company. When they delivered the furniture it was damaged. However, I did not know this because it was left packaged up for a smooth move. The sales agent had promised as long as the furniture was packaged I should not be concerned. On the day of the move the moving company had to re packaged the furniture by their standards and noticed the damaged furniture. They had to document the furniture prior to moving because of their liability and they documented the missing glass piece, the hole in the chair and all the scratches on all end tables. I have contacted Conns to exchange the furniture that was damaged and they refuse. One of the end tablesis missing the glass piece, which makes the table not even functional. I also paid for warranties at the time of purchase and was told that the warranties would cover any damage, which is false information. I am told by Conns Corporate Customer service that they will not do anything to fix this. This is awful business. Conns will not work with me to get the damaged furniture replaced or to send me the missing piece of the end table. I have called corporate multiple times since I learned about the damage. They tell me people will call me back and nobody does which, leads me to have to keep calling back.Desired Settlement: All I want is the glass piece for my end table mailed to me. An exchange for the damaged furniture. If they cannot exchange the damaged furniture then I want a refund.

Business

Response:

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

complaint. Our records show on [redacted] made two

separate purchases. [redacted] purchased a [redacted] cocktail

table set, a [redacted] cocktail table set, and [redacted]

furniture set on invoice [redacted] also purchased a Home

Stretch Maverick furniture set and received a free [redacted]” television on

invoice [redacted] elected to have her items delivered; her

delivery was scheduled for [redacted]. Upon delivery

[redacted]’ delivery requested for the delivery team to leave all items in their

original packaging.

We show on [redacted] contacted

our service department regarding her end tables stating her end tables were

damaged. Upon scheduling [redacted] for service we found she had relocated

to [redacted]’ service appointment was scheduled through

a 3rd party certified provider; during the inspection the

serviceman found both end tables were cracked from the tables being crushed

together. The serviceman reported the end tables were non-repairable and

also notated the glass for the end table was never received as stated by [redacted].

[redacted]. We spoke with [redacted] and informed her that the reported damages

were not covered under the Terms and Conditions of the manufacturer warranty or

Furnituregard Plan. Please refer to Terms and Conditions Number (15) What

Is Not Covered: Letter (c) and Letter (q).

At this time we are unable to honor [redacted]’ request to

return/exchange her furniture; [redacted] delivery tickets were signed

acknowledging all items were delivered and received in good order. As

listed on the signed delivery ticket please thoroughly inspect your merchandise

for damage; an exchange or price concession will not be authorized for damage

discovered after the delivery. We are unable to determine when or how the

reported damages may have occurred after delivery was completed.

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

Service Department at [redacted].

Kind regards,

Review: I purchased two reclining chairs on 08-[redacted]13. The handle for the reclining mechanism on one of the chairs broke during the first week of December. I called Conn's immediately and they referred me to an independent shop for warranty repairs. The repair shop told me they would not be able to repair until 12-**-13. on 12-** a serviceman came, but did not have the part to repair the chair. He said that the part should have been mailed tome. He telephoned an order for the part and said it would be mailed to me and should be here in one week. Today I received a voice message saying that the part should be here in about two weeks. I have tried without success to get the local Conn' store to help me get the chair repaired.Desired Settlement: Repair or replace the chair now.

Consumer

Response:

From: [redacted]]

Sent: Monday, January **, 2014 10:35 AM

To: drteam

Subject: Complaint # I D [redacted]

Conn’s sent me a part on January * , 2014 , but it was an incorrect part. I immediately phoned Conn’s and they said that they would have the factory send the correct part. I heard nothing further , so I phoned Conn’s again on January * and was told that they had ordered another part but not heard from the factory. I am still waiting to hear further.

Sent from Windows Mail

Business

Response:

Review: Refrigerator purchased on 11/11/2014 along with warranty. We were charged insurance for the purchase until we were able to prove we had homeowners insurance (which we provided and the extra charges were removed after multiple requests). The refrigerator was delivered the first time with rust noted on an area at the top right of the door, the merchandise was sent back as unacceptable because of the defect and delivery was rescheduled. Day 2 the next refrigerator was delivered with a large dent in the door and the merchandise was again returned as unacceptable and delivery was rescheduled. Day 3 of attempt for delivery and another substandard refrigerator was delivered and a concession offered int he amount of $488.00 (confirmed by email by both Houston Delivery Manager [redacted] and CSR [redacted]). To date (1/22/15) over 10 calls have been made to conn's representatives both in the main offices as well as the delivery offices and no concession has been applied to our account for the promised concession.Desired Settlement: Have the concession applied to the account as promised (documented in writing by the Conn's representatives) as well as written documentation proving the adjustments were made. We also want a written apology from the company for the inconvenience this has caused.

Consumer

Response:

This letter is to inform you that Conn's has carried out to my satisfaction the resolution it proposed for my complaint, filed on 1/22/2015 3:29:50 PM and assigned ID [redacted].

Regards,

Review: n [redacted] I purchased a [redacted] (brand new) and soundbar from [redacted] at the location on [redacted]. I proceeded to set-up the TV that night with the recommended [redacted] wires and optic audio cable per instructions. The very next day I turned the TV on and the picture was blank with a message stating no signal. I proceeded to investigate and trouble shoot until I figured the solution was to unplug the [redacted] cables from the back of the TV and reconnect to get a picture. As the day went by I found myself having to disconnect the [redacted] cables every time the TV was turned on because there was no signal. I immediately called [redacted] and asked to speak with [redacted] who sold me the TV. They said he was on vacation and so I explained my situation to the employee over the phone who stated he could not do anything other than giving me a number to call the service department for help. I explained I bought the TV a two days ago and I would like to exchange because its not working properly. He advised there was a 15% return fee. I asked to speak to a Manager and he said the manager has stepped out and to call back later. I called several times that day with no luck of reaching a manager because he was busy.So I contacted the [redacted] service department and they sent a technician out a few days later to inspect the TV. The technician walked in looked at the TV and before inspecting the TV he said he already knew what the problem was. This specific model of TV does not read the signal from cable box. He stated it was a global issue and he has attempted to repairs this same issue on other [redacted] TVs. He stated he cannot fix the TV and said the only solutions is to use [redacted] log cable ([redacted]) instead of the [redacted] cable however I would NOT receive the High Definition picture and sound associated with the [redacted] cable. I explained I pay additional premium each month for HD channels through[redacted] and this is not acceptable.Desired Settlement: See attachment for complete details of complaint..I have never been treated so poorly and unimportant as a consumer. All I am asking is not for a refund but to exchange for TV that works! And I should not have to pay a 15% return fee on a $[redacted] brand new TV that has not worked properly since the very beginning. I have done all I could from a consumer standpoint. Ive followed [redacted] service policy and now I am stuck with a new TV that does not turn on properly like it should.

Business

Response:

Review: **Delivered defective product 6/22. **Requested service 6/24. inspection 6/25. According to inspection company sofa/chaise was attached incorrectly AND the chaise **Connected with Conn's 4 separate time on 4 separate days on plan for replacing defective product.1.6/26 and they did not see any inspection report. Said they would call back. Never heard from anyone2. 6/28 called and they said it needed management approval. No response.3. 7/1 Called store and said they would look into it and call back. NO response. Talked to [redacted](sales person) and ops manager on either 7/1 or 7/2.4. 7/2 called Mesa store and they indicated it was scheduled for delivery on 7/3. No call received. Not only are there service issues the product is breaking down after less to two weeks.Desired Settlement: Want refund. Paid 1858.78

Business

Response:

Thank you for the

opportunity to respond to Mrs. [redacted] complaint. Our records show on 6/21/14, Mrs. [redacted] purchased a Corinthian Mead sectional furniture

set which consisted of three pieces; sectional sofa, sectional chaise, and

ottoman with a limited 1-year manufacturer warranty on all three pieces.

Mrs. [redacted] also elected to have her furniture delivered bringing her purchase

total to $1,858.78. Our records indicate Mrs. [redacted] was scheduled for

delivery and received her furniture on 6/22/14; however one of the furniture pieces

was damaged during delivery. After

reviewing Mrs. [redacted]’s complaint we found there was a lack of communication and Mrs.

[redacted]’s replacement was not delivered as scheduled. Due to the

inconvenience and the miscommunication Conn’s has agreed to honor Mrs. [redacted]’s

request to return her furniture and receive a full refund in the amount of

$1,858.78. Mrs. [redacted] has been contacted and her furniture is

scheduled to be picked up on 7/12/14, once

picked up Mrs. [redacted] will be issued a credit to her Visa card for $858.78 and

the remaining $1000.00 will be refunded within 10 business days. We

sincerely apologize to Mrs. [redacted] for the experience and inconvenience she has

had.

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

contact Customer Service at [redacted]

Kind regards,

Review: Basically.... I paid for an extended warranty and the Manager from the Service Department at that time gave me an additional year. Now for the last 7 months I have gotten many renewals in the mail for the warranty and I been calling for over 6 months with a warranty issue that they still have refused to fix!!!!!!!!!!! At first it was no one could find my invoice, then me in the system... So on and so forth. I have asked multiple times for help. BUT NOTHING! Then I asked for Corporate was told to write another email and put it to the CEO and COO attention and someone from their office would follow up, but those were simply lies... All I want is my dryer fix. I have children and I want to be able to use what I invested my money in. Who can help me get this resolved?Desired Settlement: Fix my part and I'll be satisfied!;)

Business

Response:

Review: My normal monthly bill amount with Conn's is $138.58. I noticed that I was being billed in [redacted] for $163.58 which is $25 more than usual. I called Conn's and was told that I was being charged a $5 late fee for the month's of [redacted] 2013, [redacted] 2014, [redacted] 2014, [redacted] 2014, and [redacted] 2014. I did call and setup payment arrangements for each of those months and was told by a Conn's representative each time that I would not have a late fee assessed since payment arrangement was setup within 10 days of payment due date and as long as payment was made within 7 days of the arrangement, which I always did. On top of that the late fees never showed up on my monthly statements or on the online billing/payment system. For example I was supposedly charged a $5 late fee for [redacted] but the fee never appeared on my [redacted] or [redacted] statement or online. I was just suddenly billed for the lump sum of $25. Since the fees never appeared on my account I thought everything was okay with the payment arrangements that were made until I was suddenly billed for the extra $25. I had a request to have the fees reversed which was apparently rejected by a [redacted]. I do not feel that I should have to pay the late fees as I was told BY CONN'S REPRESENTATIVES each time that I would not be charged any late fee since I had made arrangement. My payment arrangements can be verified with Conn's as it is noted on my account each time I setup an arrangement. I did call and speak with a Conn's [redacted] who stated that payment arrangement still does not stop late fee and even if this is the case I still feel that I should not have to pay as I was misinformed by their representatives. Had I been told something different I would've found another way to make payment on time to avoid late fees.Desired Settlement: A billing adjustment on my account for the $25 is my desired outcome. Conn's employees/representatives should also be trained better on company policies and procedures to avoid misinforming customers in the future.

Business

Response:

Thank you for

the opportunity to respond to [redacted] concerns regarding late fees assessed

on account #[redacted].

[redacted] was of the impression that if he post-dated his payment he would

not assess a late fee. Late fees are

assessed when an account is past due ten or more days regardless if a payment

has been post-dated.

We have reversed $25 in late fees due to the confusion.

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

inconvenience he has experienced due to this matter. Please allow 7-10 business days for the late fees to be removed. Thank you,[redacted]

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. From: [redacted] Sent: Thursday, [redacted], 2014 1:12 PM To: [redacted] Subject: complaint #[redacted] I received this message stating that the late fees would be reversed. My case was recently closed but I never received a credit for the $25 that was charged to me and I ended up paying the $25 out of my pocket. This case has still not been resolved as they never gave me a credit for $25 on my account and I had to pay the $25 in late fees. I would just like a reimbursement for the $25 that I paid as a credit on my account.

Regards,

Business

Response:

Thank you for the additional opportunity to respond to [redacted] concerns regarding his account. We have attached a copy of the loan ledger for [redacted] records showing the $25.00 credit to his account regarding the late fees. Thank you, [redacted]

Review: I bought a ** G[redacted] 29.1 Cu. Ft. Side-by-Side Refrigerator, in [redacted] from Conn's and loved it! It had lots of room and looked nice. It has been a little over a year and it stopped working! To top it off, I purchased the extended service agreement and it sucks too!! I have been without a fridge now for 10 days, with 4 kids and no fridge...NOT EASY AT ALL!!! I have called Conn's Service Center repeatedly and they say that they will send someone out asap and that I will receive a call back within 24 hrs, they NEVER call me back and I have called them over and over again! They finally send a technician out (he was very friendly and the best part of this whole thing) he tried to get it up and going for me, but couldn't because he was not equipped for the repair, because Conn's only sent him there to diagnose the problem, NOT FIX THE PROBLEM...that was 5 days ago! I have called the store and they tell me to call the customer service line, the customer service line person tells me to call the sevice line, the service line people tell me that they will have a tech call me within 24 hrs! I am so tired of the run around! I have purchased over $15,000 in merchandise from Conn's over the past few yrs and this is how they treat their loyal customers??? I WILL NEVER BUY FROM CONN'S AGAIN!Desired Settlement: I would like a replacement fridge because I am worried that once they do one repair, (on a fridge that is only a yr old) it is going to just continue to have more problems. I paid them for an extended service agreement and I have to fight to get them out here the 1st time there is a problem, I don't want to have to keep going through this with them. I am so tired of buying ice to put into a cooler so we can have cold drinks and eating out because we don't have anywhere to put food or leftovers.

Business

Response:

Review: We purchased a Samsung 60 in. 3D SMART television from Conn's with the extended warranty that includes full replacement if the product is unable to be repaired. The contract states that if a technician services the item and it is not fixed in 3 visits or 30 days they will replace the item with a something equal. Our television has been serviced not starting in January and at our 4th service visit on February 19th 2014 where the technician had replaced the main board and all other parts several times. The technician indicated that he could not fix it and would submit the product for replacement which should take about 3 days. We have contacted Conn's for weeks and have been getting the run around about approval for the replacement. It has been "escalated" according to everyone I have spoken with for three weeks. This week I was told the CEO of service was reviewing it. We have yet to receive the reimbursement or a reason it is not yet approved. The product is under warranty and less than a year old and we are current on our payments for the product. Conn's is not keeping up their end of the warranty contract they pushed and pushed during the purchase of the television. The sales person bragged about how easy replacement would be if something happened.Desired Settlement: I would like Conn's to provide the replacement in the warranty contract that was purchased immediately! To stop delaying their contractual obligation and giving me the run around and wasting my time. I am entitled to a replacement of the television with equal or greater features per their warranty the sold us.

Business

Response:

Case ID: [redacted]

Thank you for the opportunity to respond to Ms. [redacted] complaint. Our records reflect that Mr. [redacted] purchased at 60”

television on 3/29/13 with 25 months extended warranty. Our service department was contacted on

5/14/13 stating that the television and camera turned on by itself. The technician reported that he reset the

television to the manufacturer’s specifications. Mr. [redacted] contacted us again

on 12/20/13 stating that the 3D turned on by itself and the menu was popping

up. Upon inspection the technician

replaced main board and three other parts. The last service call on file shows

Mr. [redacted] contacted us on 1/24/14 stating the unit would not connect to the

network. The technician found that the main board needed to be replaced once

again. The part was ordered and we later found it was on back order with the

manufacturer. We would like to apologize

for the delay. We appreciate Ms. [redacted] for bringing the issue to our attention

to ensure that this is address. Mr. [redacted] has been contacted and is aware that

the exchange has been approved. Mr. [redacted] may visit his local store to

re-select at this time.

If we may be of further assistance, Ms. [redacted] may reach us at [redacted]

Kind regards,

Conn’s Customer Relations

Review: On [redacted]/14 I called Conn's. I wanted to speak with a [redacted] about refinancing or lowering my payments. I have been a customer of Conn's since [redacted]2009. I have an excisting account with Conn's and my monthly payments are 390.61 until the accout is paid off. When I spoke to the first [redacted] I informed her that I would like to have my monthly payments to be lowered l. The first [redacted] stated to me that Conn's policy states that my account has to be 30 days delequent in order for me to qualify for a refinance. The [redacted] also stated that since I just made a payment on [redacted]14 my account was currenct and I did not meet the guidelines of their policy at this time for a refinance. I told the [redacted] that didn't make sense to me. I requested to speak with a [redacted]. When I spoke to the [redacted] I asked the [redacted] why an account has to be 30 days delequent in order to qualify for a refinance. The [redacted] informed me that my account was refinanced when I opened the existing account that I have now. I asked her how is that possible when the payments on the very first account I opened with Conn's were less than what I am paying now. I also stated to her that Conn's reports my payments to the [redacted] so why would I want to be 30 days delinquent on my account which would cause my account to be placed in "negative status" on my credit report. I informed the [redacted] that I wanted to file a compliant in regards to thier policy about refinancing an account. The [redacted] said [redacted] understood and placed me on hold for a while. After being on hold for more than 10 minutes I hung up. I called Conn's back and another [redacted] informed me that I would need to speak with someone in the collections department about the refinance. I was transfered to the collections department and I spoke with another [redacted]. I asked her if an account has to be 30 days delinquent in order to qualify for a refinance on the account to lower the payments. The [redacted] stated to me that information was not correct. The [redacted] also stated to me that I do qualify for a refinance and in order to get the payments lowered on the account I would need to first pay 110.00 to get it started. I asked her why I need to pay 110.00 and [redacted] stated to me that since I don't have homeowner's insurance on the account that is the reason why I have to pay 110.00. I told the [redacted] that did not make any sense to me. [redacted] stated to me that if I am not able to pay the 110.00 that I would need to pay 760.00 before I be approved for the refinance. I asked the [redacted] what her first and last name is. [redacted] only provided me her first name. [redacted] stated her first name is [redacted]. I am very angry because I feel I have been a loyal customer to Conn's and I also feel that I have been provided incorrect and false information in regards to a refinance to lower my payments. The information that was provided to me about the refinance realistically does not make sense to me at all.Desired Settlement: I want my payments to be lowered. I feel that Conn's can make an exception on my behalf because I have been a loyal customer. I could have done business with another rental/applicance company in [redacted] but I choice to do business with Conn's instead.

Business

Response:

Thank you for

the opportunity to respond to [redacted] concerns regarding account

#[redacted] stated [redacted] would

like to have her account refinanced so [redacted] can lower her monthly payment.

Unfortunately

[redacted]’s account does not qualify for any of our refinancing options at this

time.

The next

payment in the amount of $390.61 is due on [redacted] 9, 2014.

As of [redacted]

8, 2014 the payoff balance on the account is $2214.68. Please note, the payoff balance updates

daily. If [redacted] would like to pay the

account balance in full, we ask that [redacted] call the day [redacted] plans to submit the

payment for an up-to-date payoff quote.

We value [redacted] as a customer and appreciate her bringing this matter to our attention.Thank you,[redacted]

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,

Conn's did not specify the reason why I did not qualify for a refinance even though I was told by their [redacted] that I do qualify. As of now what I'm going to do is pay off the entire remaing balance on the account in [redacted] 2015 to close it out. I will not do business with Conn's ever again. This issue will not be resolved because I'm getting different respondes from different people within the Conn's. company. This issue will be an "unresolved issue" between me and Conn's. I have stated my issue and have nothing else to say.

Review: I, [redacted], and my husband, [redacted], purchased a Samsung washer and dryer which was delivered on 1-**-14. The total cost for these items, support accessories, and delivery was $1644.94. On the delivery day, we noticed a dent in the washer door and a tear in the tile flooring. We tried to catch the delivery team, to no avail, as they had left the area. My husband has been calling daily since, placing the first call immediately on 1-**-14.He has been given the "run around" ever since. He even called the corporate office, was told "the situation will be addressed with 72 hours. Four days later, he calls corporate again only to be told the same ridiculous story about the "72 hour turn-around time, which will begin allover again". I love the washer, but I don't think it is an easy fix, since the door has a computerized locking mechanism. If this is how Conn's does business, I guess they really are "cons". I would like for Conn's to fix the floor in my newly constructed home and replace my washer. At the least, fix my floor and give me a monetary discount for the damaged washer.Desired Settlement: I would like my tile floor fixed and my washer replaced.

Business

Response:

Case # [redacted]

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

Our records reflect that [redacted] purchased a washer on 1/**/14 which was

delivered on 1/**/14. On 2/**/14 we show that [redacted] contacted us regarding a

dent in the washer. However, the call was cancelled because dents are not

covered by the repair service agreement. Although we’ve been unsuccessful in

our attempt to contact [redacted] we have agreed to exchange the washer. A voicemail

was left for [redacted] to contact our office if she has any additional concerns. [redacted] may contact the purchasing

store to schedule pickup and delivery to receive her new washer.

Furthermore, regarding [redacted] property damage claim, the 3rd

party vendor that completed this delivery has contacted [redacted] regarding this

matter, which is currently in processing.

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

directly at [redacted].

Kind regards,

Conn’s Customer Relations

Review: recived mail saying my extended service plan expired on [redacted]I have never bought any thing from them. when you call that number it gives you another number to call the letter head shows conn's home plus the number is [redacted] is this some kind of a scam?Desired Settlement: would like to know how they got my name and address

Business

Response:

Review: Conns makes a habit of taking unauthorized payments from their customers. After the customer calls to complain they make excuses for what happened then give you the run around about getting your money back. They lie about the process and claim it will only take 72 hours to refund the money back to your account, but all they do is place it on a desk until the customer calls to complain about the fact 72 hours have passed then they claim they now need to review more and listen to the call which is supposed to happen in the original 72 hour process. I have not received my money back. The customer service is very nasty and refuse to admit that drafting unauthorized funds is wrong.Desired Settlement: I want my money [redacted] refunded back to my bank account via ach transfer right now.

Business

Response:

Thank you for the opportunity to

respond to [redacted]’s concerns regarding account #[redacted] stated she authorized a payment

to process on [redacted]; however, we processed two payments instead of

one.

According to our records and

recorded call, [redacted] called on [redacted] to schedule a payment on

her account. She authorized a post-dated

payment to process on [redacted] and another post-dated payment to process

on [redacted].

The agent scheduled both payments

to process on [redacted] in error. [redacted] called on [redacted] to report the processing error. Please note, it can take 7-10 business days to

process a payment reversal. On August

29, 2014 one payment in the amount of $[redacted] was reversed.

We value [redacted] as a customer

and sincerely apologize for any inconvenience she has experienced due to this

matter.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution was ok but they stated incorrect information. I was told it would take 72 hours to process the refund not 7 to 10 business days as they claim. They treated me as if it was my fault for what took place. They were rude and harsh. This is the second time they have processed 2 payments on the same day without my authorization. They don't have a system in place to protect the customer from this type of issue. I didn't have money for gas due to their error.

Review: It was brought to my attention by my employer that I was more than 30 days late on my account with Conn's as of January 2014, and that I'm at risk of losing my secret security clearance and losing my job if it's not corrected. I contacted Conn's on July 9th, and was told by the agent he did not see a 30 day late for January 2014, and to fax a copy of the credit report, a few days later I called back and was told that it was correct, with no evidence of investigations. I did a dispute with the credit bureau. I called back to the Call Center and spoke with a lady on July 17, and explained that I need to get this resolved quickly with them in order to keep my job, they seemed unconcerned. They told me it would be forwared and escalated and that I had too many NSF was the reason for the late payments. I explained to them that, I made double payments by accident and had to cancel the double payments for several months, and when I called and ask them to cancel it, they couldn't, so I cancelled the bill payments with my back, and allowed Conn's to debit from my bank account. They also told me I only made a payment for 68.00 in January, when I have evidence of another payment made on the account. I had issues on 2013 because I was on government furlough but always made arrangements and granted extent to prevent from being more than 30 days late and was told ext would not cause adverse issues with my credit. I spoke to [redacted] employee [redacted] who disregarded anything I said, and only told me what she shows, never ask me to send in additional information, just told me they would not remove. I'm at risk of losing my job over 10 years, my home, and everything. Conn's seemed unconcerned to assist me, not even on a goodwill basis if it was my error, but its not. I have been a customer of Conns since 2011 and recently just paid off an account, which there is credit balance on. I will never do business with Conns again! All there customer service reps have given me different information.Desired Settlement: I want the 2 30 days neg corrected and deleted on my account, and updated with the credit bureaus so I don't lose my job, I want them to review my payment history on the that I have faxed to them.

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted] concerns regarding account #[redacted]. Mrs. [redacted] stated she has received two credit marks and they are not valid.

According to our records, Mrs. [redacted] signed a 30-month

retail installment contract on April 1, 2012. Mrs. [redacted] received one credit mark in

January 2014 and

another credit mark in June 2014. The two credit marks assessed on the account

are correct due to lack of payment.

We will mail Mrs. [redacted] a copy of her account ledger so

she can review the payments we have and compare them with her

records.

If Mrs. [redacted] feels these two credit marks are in

error, she will need to fax in a copy of her credit report for further review.

Mrs. [redacted] can fax that information to [redacted]

Business

Response:

Thank you again for the additional opportunity to

respond to Mrs. [redacted] concerns regarding her account.

We have compared the information from the credit report

provided with our records.

The information we have on record coincides with the

credit report provided by Mrs. [redacted] Again, we have provided a copy of Mrs. [redacted] payment history, as well as an outline showing when the credit marks were assessed.

We are obligated to provide factual information to the

credit bureaus and are unable to remove the credit marks earned by Mrs. [redacted]

Consumer

Response:

I have the proof, stop violating FCRA guidelines by reporting incorrect info. Only one payment was NSF in November and two payments were made. December no NSF, payment made, and one payment in January. Letter from my bank showing 124.15 was received in January and on time.

Review: [redacted] from Conn's is calling my house [redacted] about [redacted] who is my mother in law but is not living in my home debt. Conn's calls my home from [redacted] 4 times a day my husband has told them that she does not live here and I have also my self They have left messages on my phone after I told them that they keep calling the wrong home for her. I can proved those messages if neededDesired Settlement: A wirtten letter from company stating that they will not contact my number again for her [redacted] and apology from this company for this hassrassment

Business

Response:

Thank you for the opportunity to

respond to [redacted] concerns regarding an account. [redacted] stated she has been

receiving calls regarding an account that is not hers.

We have determined this account

belongs to another customer and [redacted] telephone number was linked to the account in

error. We have placed a cease and desist

on the telephone numbers provided by [redacted]. In the event [redacted]

receives any further calls from Conn’s we ask that she contact us immediately

so we may address the issue further.

We sincerely apologize for any

inconvenience [redacted] has received due to this matter.

Review: I purchsed a surround sound from Conns along with a Washer and Dryer.. They gave me the surround sound on the day or purchase and the saleman stated they could hook it up when thye delivered the washer and dryer. Upon the delivery they stated they could not hook it up I need to contact someone to do it. I had problems with my washer they sent a tech out to fix and stated they could hook surround sound up then.. they tech said he was not able to do it. I called Conns service again. They said it would cost me $ 200 do have it hooked up now. This suppose to be part of the sales to hook it up when I purchased it. I know I will have to pay for the cables but not a $ 200 service fee plus cables. this is a rip off. [redacted]Desired Settlement: Hook the Surround sound up with the cost of the cables.. not a $ 200 service fee..

Business

Response:

CASE ID: [redacted]

Thank you for the opportunity to respond to [redacted] complaint. Our records reflect that [redacted] purchased a sound bar, washer and

dryer via invoice # [redacted] on 11/*/13 with extended warranty. The products

were delivered to his home on 11/**13. [redacted] did not request and pay for

installation service of the sound bar. If

he wishes to request installation of the product [redacted] may contact his

local store to make arrangements.

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

directly at [redacted]

Kind regards,

Conn’s Customer Relations

Review: I purchased a tablet for Christmas from Conn's. About a week after I started using it, it stopped charging. I was told when I purchased the extra warranty for an additional $200 that if ANYTHING were to happen to the device all I had to do was bring it in to exchange it for a new one. When I went in to do so at the store I purchased from they told me no I had to send it in but wpuld have it back with in 7-10 business days. I dropped it off on the 5th and was told to expect pick up on the 15th or 16th of January.I have been calling for the past week and they are now teltelling me it will be an additional 7-14 days befpre I receive mypproduct back. I have asked to have my account credited somehow for their misinformation they gave to me on numerous occasions. Very rudely I have been told to call back to check the status and that is all they will tell me. This has been such an inconvenience since January 5th and I did not purchase a $200 warranty to be given the run around and talked to very rudely and incompetent like they have been.Desired Settlement: I would like them to take care of my February payment for giving me false information on numerous occasions and for giving me the run around about the whole situation. They should have not told me I would have it back in a certain amount of days if it was going to take an additional 2 weeks. I would also like a new tablet returned to me as soon as possible for all this inconvenience. I did not purchase a $200 warranty to be without my tablet for almost a month.

Business

Response:

Thank you

for the opportunity to respond to Mrs. [redacted]’s complaint. Our records on 11/21/13, Mr. [redacted]

purchased two Samsung Galaxy Tab 3 and a 24 month Repair Service Agreement on

each. Mrs. [redacted] brought one of the tablet to the store on 1/6/14, stating the

tablet would not power on. The tablet was

shipped to the service center the following day to be assessed. Upon inspection the technician found the unit

did not have power therefore it had to be sent to the manufacture for

repairs. We show the manufacture

returned the tablet to us on 1/23/14 and Mrs. [redacted] was able to pick it up on

1/27/14. The Repair Service Agreement/Accidental

Coverage that Mrs. [redacted] purchased does not replace the manufactures warranty

and does not cover an immediate replacement if the product is able to be repair

under the terms and conditions of the agreement. Therefore, we are unable to honor Mrs.

[redacted]s request.

We have

included a copy of the Repair Service Agreement/Accidental Coverage that Mrs.

[redacted] purchased. We have also included a

copy of her signed invoice acknowledging she received a copy of the brochure

and contract, and that she understood the coverage associated with the product.

If I may

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

Kind regards,

Customer Relations

Consumer

Response:

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

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

Regards,

I was told 7-10 days to receive my tablet back and instead they took 3 weeks. When I would call for updates they water gave me any information. I still would like my account credited for half the payment due to inconvience and bad information given on their part. I had to deal with rude representatives for 3 weeks and would get hung up on by them numerous amounts of times. Conn's does not honor what they say they do. I have had nothing but problems the last 2 months with them.