Conns Appliance, Inc.

Review: After being approved for a line of credit with Conn's [redacted], I went into the store twice after being contacted by Sales rep. [redacted] who called from ###-###-####. My wife and I went to the [redacted] store and selected a Washer and Dryer and Mr. [redacted] even told and showed us the board when you walk into the store big sign that stated Free Delivery if over $799.00 which also matched your add flyer. Then pointed out after entering everything in the computer that after chatting with his boss that item does not qualify for free delivery since it ends with a 7 and not a 9 in the dollar amount and not being reordered. I pointed out that the add does not state Sale items and the product is not in the isolated Clearance Area of the store which I could totally understand. After speaking to my wife, I contacted the sales person again and said I would pay the delivery and will see him later on 8/24/2014. I could not make it to the store by the closing time and he sent me a text to call him on 8/25. I returned his call and he then added he was not comfortable selling that set to me and that I have to buy the more expensive set next to it. He then added that the set we selected would not (now) qualify for the 12 months interest free. I pointed out he had now bait and switched me.Desired Settlement: Advertising needs to be honest and truthful for a consumer at all times especially when a Sales rep is the one that says "your are qualified for free delivery and 12 months interest free" They need to honor the original deal and deliver for free and make sure the set is interest free.

Business

Response:

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

complaint. Conn’s would like to apologize

to Mr. [redacted] for the experience he had while shopping in our store his

concerns have been addressed to ensure it is not repeated.

Conn’s has agreed to honor Mr. [redacted] request to purchase

the LG washer and dryer set with a 12 month cash option and free delivery. Our records show Mr. [redacted] completed his

purchase on 8/28/14.

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

at ###-###-####.

Review: I purchased a front load LE washing machine model number [redacted] on May24,2014. I call Conn's service center on June27,2014, because my washing machine makes loud noise (like the gears are changing) and it vibrate extra. When I have washed over 6 hours I smell metal; It smell like burnt metal. [redacted] from Conn's Factory Service came to my home on July3,2014 at 11:10am to fix the washing machine. [redacted] had me to wash a small load of towels. He heard a noise. Then [redacted] and his worker pulled the washing machine out to removed the back cover plate and the top cover plate on the washer. The top cover plate had dents that I was not aware of until [redacted] showed me; and he also asked me if I purchased this washer on "CLEARENCE". I think I received a washing machine that was not new out of the box. And if this washing machine is new, I should not need to have it repaired. [redacted] stated it was not anything wrong with the washer. This washing machine is louder than my old washer. According to LE website this washing machine should not make a lot of noise.\par Product_Or_Service: HE FL Washer (Graph\par Account_Number: [redacted]Desired Settlement: Replacement I would like for Conn's to replace this washing machine with a new washer that work proper without any dents. I'm paying too much money for this washer. I should not hear my washer rocking side to side, jumping or the gears changing. [redacted] stated I should only wash a small amount of clothes and everything should be okay. When I wash I do not over fill the washer.}

Business

Response:

Thank you for the

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

on 5/25/14, Mrs. [redacted] purchased a LG high

efficiency washer and dryer which came with a limited 1-year manufacturer

warranty. Mrs. [redacted]’ washer and dryer

was delivered in good order, dents were not noted at the time of delivery. In addition, we have reached the serial

numbers and found this washer had not been previously owned.

Our records indicate Mrs. [redacted]

contacted us on 6/27/14 stating her washer was vibrating and making a loud

noise. A service call was set-up and

upon inspection the technician did not find a problem with the washer. Mrs. [redacted] expressed her dissatisfaction with

the performance of the washer but was advised the washer was performing to the

manufactures’ specification; therefore an exchange was not approved. Mrs. [redacted]’ purchase has exceeded our 30 day

Return/Exchange policy however; Conn’s is willing to extend the offer for Mrs. [redacted]’ to exchange her washer and dryer with a $129.00 exchange fee. This offer will expire on 8/8/14.

We attempted to contact Mrs. [redacted] at the phone number on file but it was not a valid number. If Mrs. [redacted] elects to accept our offer she

may visit her nearest Conn’s to reselect.

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

Kind regards,

Business

Response:

Our records show on 5/25/14

Mrs. [redacted] purchased a LG washer and dryer that came with a 1 year manufacturer’s

warranty. Our records shows Mrs. [redacted] choose not to accept the exchange offer that was made in our previous response.

If Mrs. [redacted] should need service in the future she is welcome to contact Conn’s

or LG for her repair needs. Conn’s

service may be reached 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 would like my washer to be replaced or a extended 3 year warranty in writing. Conn's do not stand by what the company advertise

"Satisfaction guarantee."

Regards,

Review: customer service and product not working. first payment due and still do not have the product. still in service. had 4 days.

"HORRIBLE!!!!!! yes I was approved quickly, however that was just their way of getting me in there. I purchased a computer for my [redacted]'s school. Over 600.00 and the insurance was another 300.00. Was told that with the insurance they replace if anything goes wrong with it, NEVER was it mentioned that it has to be sent back even if you just got it!!! We had it for 4 days. The speaker was not working(static). Took 5 days then when we got it back speaker sounded same!! I explained that we needed the computer for school and I am having to rent one weekly. They did not even care... All they said was sorry. So I said that I wanted to just return it ... so get this they didn't mention the restocking fee at the time of you signing the papers!!! 15% of sale!!!! so Don't forget to ask about the return policy before you sign." After in service5 days still not working. I had the Reps at store listen to it and they too could hear the problem. went back to service another 5 days now they tell me they do not hear a problem so I can take it back that way or they can send to manufacturer so that will be another 10 to 15 days. My first payment is already due and to this day I still have not have/used my $700.00 broken lap top >:(Desired Settlement: I feel that because I had just bought it and got the insurance for another 300.00 they could have just exchanged it instead of putting me through all this. Or even the second time when they said they fixrd it.

Business

Response:

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

Our records show on [redacted] purchased an [redacted] laptop with a

25-month Repair Service Agreement Plan and elected to pickup her product from

our [redacted] location.

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

service department on two separate occasions regarding her laptop.

Review: I made an in-store payment towards a Conn's credit account in October 2012. The payment was applied to a [redacted] account. As of January 2015 Conn's still has resolved the issue.Desired Settlement: Please correct the billing mistake with [redacted].

Business

Response:

Thank you for

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

[redacted]. Mr. [redacted] stated he made an

in-store payment towards his Conn’s account in October 2012. The payment was applied to a [redacted]

account and he never received credit for the payment.

According to

our records, a $1000.00 payment was moved from a [redacted] account to Mr. [redacted]’s

Conn’s retail installment contract on October 25, 2013 and Mr. [redacted]’s

no-interest financing promotion was reinstated due to the error.

We have

attached a copy of Mr. [redacted]’s payment history for his records so he may see

when the payment was credited to his account.

We value Mr.

[redacted] as a customer and appreciate him bringing his concerns to our

attention. 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: 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: 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: 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: I bought appliances and furniture with conns on the 24th of May. I noticed that the dry has some kind of smell on it like it be used before. So I called Conns and told them that they delivered used dryer and that I paid for new not used. So they sent one of the LG guy to checked. And he confirmed that it either damage at the warehouse or during delivery. He said he has to order some part to fix it. I want an exchange because I paid for a new dry not used. Am also having problem with the bed and dresser I bought from them on the same day I both the dryer. I have been calling them to exchange or for a refund. They are not responding.Desired Settlement: If they can't exchange the product I bought from them. They should refund my money.

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted] complaint. Our records show Mrs. [redacted] purchased a LG high efficiency washer and dryer from us. Our records indicate Mrs. [redacted] was scheduled for delivery and received her appliances on 5/24/14. Our records show on 5/28/14 Mrs. [redacted] contacted us regarding her dryer; stating the dryer has a burnt smell or odor. A service call was set-up for 6/02/14; however prior to a technician going to assess the dryer Mrs. [redacted] contacted us stating she did not want to have service and refused to let a technician come out. Mrs. [redacted] stated she wanted to have her dryer either returned or exchange for a new dryer. After researching Mrs. [redacted]’s complaint Conn’s have agreed to exchange Mrs. [redacted]’s dryer. We contacted Mrs. [redacted] on 6/18/14; she has been informed that she is scheduled for delivery for 6/19/14 to receive her new dryer.

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

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.

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: 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: We purchased a refrigerator, cooktop, and microwave from the Conn's store in Mesquite, Texas. We had an extended warranty on the items. The refrigerator stopped cooling and leaking water from underneath in August 2014. We called and a repairman was sent out a few days later. The repair man said the problem was fixed and left. When I got home later that evening, the refrigerator was still not cooling. Our oldest son has cancer and we have to keep some of his medication in the refrigerator. We called the service center to report the problem again and were told it would be several more days before a repair man could come out. The repair man came out and added a tap to the sealed unit and adjusted the Freon. The refrigerator continued to leak water from underneath. We called the service department again and a different repair man came out several days later. The repair man just said he would have to order a part and it would take a few weeks for the part to come in. When the part arrives, they will call to schedule the service to install it. (In the meantime, we had to purchase another refrigerator to keep our things in from [redacted].) The new part was installed and the refrigerator continued to leak. Our warranty expired in September 2014. One more service was performed in October 2014 without a service fee. The refrigerator did not leak for a couple of months, but has began to leak again. Conn's refuses to repair the refrigerator without a service fee since the warranty has expired. The refrigerator was not fixed correctly under warranty or it would not still be malfunctioning. Conn's policy is to replace the item on the fourth service call; but they will not replace or repair the unit. We have called two other repair services that have come out and looked at the unit. They will not work on the unit since the tap was put in by Conn's and it is a sealed unit. Not only are we out the cost of the other repair people, but our laminate flooring is damaged and will have to be fixed.

Product_Or_Service: GE RefrigeratorDesired Settlement: DesiredSettlementID: Replacement

I would like to be reimbursed for the food items that were lost (food loss claim has been filed with Conn's without a determination from them), the refrigerator fixed correctly or replaced per their policy, reimbursement for the other repair companies, and floor repaired.

Business

Response:

Thank

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

on 9/19/10, Mr. [redacted] purchased a GE French Door refrigerator with a 48-month

Repair Service Agreement Plan which expired on 9/21/14.

After

further review and research we show Mr. [redacted] last completed service call was

on 10/27/14. The technician removed freon from the refrigerator because he

found it was over charged and tested the unit and the unit tested ok; no parts

were ordered to complete repairs. Mr. [redacted] did not contact us regarding any

further service issues he was experiencing with his unit until 3/25/15. Although

Mr. [redacted] RSA expired on 9/21/14, Conn’s has agreed as a one-time goodwill

gesture to send a technician to Mr. [redacted]’ residence to assess his

refrigerator at no cost. However; if the technician finds the repair needs are

unrelated to Mr. [redacted]’ previous service repairs then we will provide a repair

estimate if he would like Conn’s to continue with service. If the technician does

find the repairs are related to Mr. [redacted]’ previous service calls then we will

agree to issue an exchange as a gesture of goodwill and we will also reimburse

him $75.00 in food loss. Mr. [redacted] will be contacted by our Service Department

to schedule an appointment.

Also,

we have reviewed each of Mr. [redacted]’ service calls and did not find were he has

mentioned any damages to his floor therefore; we are unable to honor his

request.

If

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

Department at 1-877-358-1252.

.

Kind

regards,

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. The resolution is not completely satisfactory. I did mention in several of the phone calls to the service department that water damage was occurring to my floor. It was also brought to the attention of the technicians at my house. If the technicians were interviewed, I am sure that they would remember seeing the damage that I pointed out to them. I did take pictures of the water on the floor to show the technicians where the water was appearing in front of the unit. The damage was mentioned but no reply was made. I still have a damaged floor that was caused by the technicians not fixing the problem. We are also out $49.80 to have another repair service technician come take a look at the refrigerator. That technician informed me that a tap was placed on our refrigerator to adjust the freon by a Conn's technicians. The unit is a sealed unit and should not have a tap. Since the tap was installed, no one else will work on the unit because of the liability due to the tap. I do not believe that the repairs have not been handled properly from the first call to report the problem.I do appreciate Conn's willingness to send out a technician and reimburse for part of our food losses; however it should have been done without other parties being involved. I am very displeased with the way we have been treated and serviced during this ordeal.

Review: Sales woman lied to my wife and I. promised free 46 inch tv, with purchase of bedroom set. then asked by her boss she lied and called us one.

me and my wife purchased a bedroom set only because of the sales woman, who told us we would receive a 46 inch 499 dollar tv. delivery came and we never received the tv. we called conns and they said there was nothing they could do, so no tv. We explained what the sales woman told us so her boss asked her and she lied and said she never said that. even though I walked over to the tv she promised and showed my wife the tv. we told her boss and described every detail about what she promised, boss still aid there was nothing he could do.Desired Settlement: I wanted our free 46 inch $499 television that was promised to us. and a sorry from the sales woman for pretty much calling us liers

Business

Response:

Thank you for the opportunity to respond to Mr. [redacted]'s complaint. Mr. [redacted] was contacted on [redacted] by the [redacted] to discuss is concerns. We appreciate Mr. [redacted] for bringing his concerns to our attention and would like to apologize to him for the manner in which they were initially addressed. Although Mr. [redacted]'s purchase did not qualify for the free television, Conn's has agreed to send Mr. [redacted] a $150.00 gift card as a goodwill gesture. Mr. [redacted] should receive the giftcards via Certified mail by [redacted].

If Mr. [redacted] has any additional questions or concerns he may contact me directly at ###-###-####.

Kind regards,

Review: I have been with Conn's since [redacted], I purchased a bedroom set including bedframe headboard, mattress, box spring, media center, dresser/mirror, and 2 end tables. I went into the store where I purchased the items in Pearland when I discovered all the additional charges which made my balance over $4,000 dollars, the young lady that sold the items to me had quit,I spoke to management; my account had been charged almost an additional $1,000 dollars for warranties, insurance+ interest rate totaling the same amount of my furniture making me pay for the items twice.Management called some office and they removed the warranty, and insurance supposedly and issued me a new balance which is around $ 3,000 now and told me I would get a new payment book with the change of amounts to pay. my payments were then about $ 104.00 month, later I added a laptop it cost $ 599, and what Conn's did was take that purchase, added that to the balance, added more finance charges, insurance, and warranty again. I went back and they were to remove it, but my balance is now $ 3800, so I get my new book and my payments were $ 111.00 month, I continued to pay this until there was a credit issued and my payments got lowered to $ 106.48 which is what I currently pay for items mentioned above. I decided in [redacted] I wanted a reader tablet, so I went to the now closed as of this week Distribution center on [redacted] in Houston and opened a new account, I put down a deposit of $ 40.00 the reader was $ 399.00 they only had one, I wanted it, it is [redacted], I did the agreement and the sales rep went over the amount with me and it ended up being $ 427 dollars after all was said done, I signed the agreement; but found that I had been charged again for warranty, and insurance plus finance charge, and tax, I questioned it later by calling customer service, the reader was sold at another location for $ 199.00, I was told to go back to the store, suppose to credit they combined this account with a tv dvd not authorized.Desired Settlement: I feel that the account which I pay $21.22 is paid in full already, and I need this account researched I have never missed a payment I have paid every payment some in cash and majority on my debit card in store and Conn's is telling me that I have missed payments, that is false, I have been in the store with managers calling the customer service office and all they do is open a ticket, I jus made 3 payments on the smaller balance account which I believe I have over paid, maybe late not missed

Business

Response:

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: On January ** 2014 went to Conns to purchase a TV after going to various other places. I found a TV but was debating over 2 TV's, one for 1499.00 and the other for 1999.00. I opted for the 1499.00 TV since I was told that that it was a 240 hertz TV and I had seen the same TV at [redacted] but was only 120 hertz but chose the one at Conns since it had a higher hertz. So, the salesman was trying to sell me the TV for 1999.00, but I did not have enough credit for that TV. So, I bought the 1499.00 TV and when I got home, found that it was a 120 hertz TV! so I filed a complaint with the headquarters and was told that someone would contact me and no did. So I decided to drop the issue and take my loss.A week later, I received a letter from the credit card company that financed the TV telling me that my credit line increase had been denied - I never asked for a credit line increase! The salesman went ahead and asked for the increase without my consent. I was very upset and called the store manager and told him that this would hurt my credit score and he agreed and he told me to contact the credit card dept. to settle the issue and the credit card co. said the they could not help me and the store should not be asking for a credit increase, without peoples permission. They said to keep nagging Conns but they do not call me back.Please see what can be done on this issue.Thank youDesired Settlement: Want the credit line increase removed from my credit score as this is deceptive business practice!

Business

Response:

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

1/**/14, [redacted] purchased a 60” Sony Smart LED TV with a limited 1-year

manufacturer warranty totaling $1323.74 financed through GE Capital. After further review and research we only

show [redacted] GE application on file. The last recorded date on file

showing [redacted] applied for Conn’s credit was on 1/**/13 and the application

was later cancelled on 3/**/13. We attempted to contact [redacted] on 2/**/14

to discuss his complaint, but we were unsuccessful in our attempts. To better assist [redacted] we will need to verify the letter that he received. [redacted] may fax a copy to [redacted]

If I may

be of further assistance, Mr. Zavala may

contact me directly at 1-800-280-1514 ext 3277.

Kind regards,

Kathryn James

Customer Relations

1-800-280-1514

ext 3277

Review: when I filed my original complaint they finally had someone contact me to s/u a work order on all three items and said they closed the ticket out after leaving me one message on Monday and one message on Tuesday.No one has addressed any damages or inspected the couches per my contract or advised me what I need to do with my laptop or the tablet that are both damaged.Instead they advised they closed the ticket and will not proceed until the ticket is reopenedDesired Settlement: and instructions on what to do they keep delaying the process of coming out to do anything and thier customer serivce with Conns was horrible and I kept getting bounced around and given the run around

Business

Response:

Thank

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

two Reclining loveseats, 60” TV, Galaxy tablet, and a HP notebook. [redacted] contacted us on 1/**/14 and

placed a service call on three of those items.

She stated the frame was sticking out of the backside of the reclining

loveseat. The notebook would not turn on

and the screen was cracked on her tablet due to being dropped. A service call was set-up on each item,

however, canceled after we were unable to reach [redacted] to confirm her

appointment. [redacted] has been

contacted regarding her reclining loveseat and a service call is scheduled for

2/**/14. In regard to [redacted]

tablet and notebook, she may contact our service department at [redacted]

or bring them to the nearest Conn’s to send to service for repair.

If

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

Sincerely,

Customer Relations Officer

Review: Purchased sofa Dec. [redacted] 2013 Tucson, AZ. Delivered and ripped a corner of the sofa. Called warehouse manager ([redacted]) and was given two options, either they send out a new sofa (wait time 4 days), or quick semi-repair by deliveryman and 10% ($129.99) off of the price. I selected the repair/money off. Contacted them mid January and they had no record of refund offer (they called it concession). Contacted headquarters in TX and warehouse in Tucson (manager [redacted]. He told me that he would apply the concession to my contract. A week ago (late Jan) I called and spoke to [redacted] and [redacted] at different locations and they said that it would be handled. Called today and spoke with [redacted] again and told him to either apply the concession to my contract, cut a refund check of $129.99 or deliver me a new couch. His boss could be heard in the background telling him to stall. I told him that I needed a firm answer by this afternoon. No answer. If I didn't make payments and live up to my end of the contract, I wouldn't expect them to. However, I even make my payments in advance, so I expect them to live up to their end of the contract.Desired Settlement: Refund check of $129.99 or $129.99 deduction on contract or new couch.

Business

Response:

Thank

you for the opportunity to respond to [redacted]’ complaint. Our records show as of 2[redacted]/14, two credits

of $129.99 each which came to a total of $259.98 have been applied to [redacted] account. We have included [redacted]’ general loan ledger in our

response.

If I may be of further assistance, [redacted]

may contact me directly at [redacted]

Kind regards,

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.

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