Conns Appliance, Inc.

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: 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: 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: I have been lied to by every person I have talked to with Conns. I have been dealing with this since OCT 2013. I was suppose to have 0% on my contract with the new Dishwasher, that never happen. It took over a month and 3 times to finally get delivery, the manager promised me when I bought it, that it was in stock and ready for delivery, I did not know I wasn't getting delivery until my husband had already taken a day off of work and them called to find out we were not getting delivery. This happen THREE TIMES. My husband took 3 different days off of work, all three times we DID NOT get delivery until the FOURTH time, never compensated for taking 3 days off of work with NO PAY! We STILL have not received a payment booklet to make payments, and we have been lied to by customer service, collections, and the store. Every time we talk with someone, and tell them what we need, they transfer us to a different department, who then tells us they can't help us, and transfers us again. I now have product issues, the dishwasher does not clean or dry the dishes. The tech came out, did not even look at the dishwasher, called the manufacturer who told him the dishwasher was not cleaning or drying because the water was not 120 degrees. My old dishwasher cleaned and dried just fine, but this NEW one from Conns does NOT. When it was installed, the techs used the 10 year old cables instead of the NEW cables I BOUGHT from them. We were told by [redacted] in collections to NOT make any payments until this is resolved. And now, every time they call, with threatening phone calls, we explain we don't have a payment booklet, and explain the issues, but they won't resolve any issues or make anything better. No one seems to want to help resolve any customer service issues, not the General Manager [redacted] at the store, no one in their so called "customer service" department, and the District Manager for the store WILL NOT return any phone calls.Desired Settlement: I would like a dishwasher that works properly, I would like it installed properly, I want the 0% I was promised by the manager we spoke with when we bought it, and if that cannot be done, then I want some sort of credit back to the account for the days missed of work, and my credit fixed that Conns has messed up. I want a Dishwasher that actually works.

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted] complaint. Our records show on September 29, 2013, Mrs. [redacted] purchased LG dishwasher with a 48-month

Repair Service Agreement from us and elected to have her dishwasher delivered. According to our records, Mrs. [redacted]

signed a 30-month retail installment contract on September 29, 2013. Mrs. [redacted]’s

contract does not indicate a no interest offer was made on this purchase. We have reviewed her purchase and found

although her credit application was approved for 12-month no interest, the

product she selected did not qualify.

In regards to

Mrs. [redacted]’s dishwasher we show Mrs.

[redacted] contacted us on July 18, 2014, stating her dishwasher was not cleaning the dishes

completely and the heat dry setting was not working. A service call was

scheduled for July 23, 2014; during the inspection the technician found the water

temperature was too low and advised Mrs. [redacted] the dishwasher was up to

the manufacturer specifications. At this time we are unable to

honor Mrs. [redacted]’s request to return or exchange her dishwasher. If Mrs. [redacted] feels her dishwasher is still

not working properly she may contact our service department @ [redacted] to

schedule an appointment for a technician to assess her repair needs.

If

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

at [redacted]

Kind regards,

Customer Relations

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: 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: 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: when we bought our furniture from conns in [redacted] I made sure that the repair was able to be done anywhere in the united states for I was planning on moving about 6 months after we bought the furniture. My sofa is falling apart. looks like the back is not even attached to the seat. Very uncomfortable to sit it. On January 15th I called and set up for a person to come look at the furniture on February 13th this was the only Friday we could have met with someone to come look at the furniture with out having to take off of work as they told us that we would get a four hour window. My husband was in orientation and I could have taken off for a couple of hours. They called and told us they would be at our house in 20 minutes (not a four hour window). I was at work and I couldn't take off as I told them I needed the four hour window. the next day was Saturday February 14th I called and set up an appointment for them to come on Friday the 20th. I was not off of work but if they gave me a four hour window I could find someone to be at my house. once again they called the day of and said they would be here, I couldn't get off of work. So I called conns this morning 3.2.15. and asked if we could set up another appointment. they told they would call me back in 72 hours to set up an appointment, They have never done this before and talking with them is impossible I heart a different story from every person I speak with.

Product_Or_Service: sofa and rocking chairDesired Settlement: Refund I want them to come pick up my furniture and give me all of the money I have paid for it. I have only had this furniture form approximately 7 months and its been broken. I owe money on it, but I refuse to pay for broken furniture, so if they have turned me into collections I would like that cleared up as well

Business

Response:

Thank

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

show on 5/31/14, [redacted] purchased the [redacted] sofa and recliner

both with a 48-month Repair Service Agreement Plan. [redacted] delivery

was scheduled and received in good order on 6/1/14. [redacted] signed her

invoice acknowledging she received a copy of Conn’s Return and Exchange Policy

at the time of purchase.

We

reviewed [redacted] service history and found that she has contacted our

service department on three separate occasions regarding repairs on her

furniture (1/26/15, 2/16/15 and 3/2/15) however; two of the service calls were

cancelled due to [redacted] was not home at the time of inspection. Our

records show [redacted] last service called was received on 3/02/15

stating both the sofa and recliner was flat and sinking in the middle. A service

appointment was scheduled on 3/24/15; during inspection the serviceman found

the padding was bunching up on the recliner and both sides of the sofa was

leaning back and the mechanism were bent. We show parts have been ordered

through the manufacturer to complete repairs on the sofa and recliner. [redacted] will be contacted to schedule a repair date once we receive all parts

necessary to complete repairs.

At

this time we are unable to honor [redacted] request; Conn’s has a No

Return/Exchange Policy on all furniture unless the item(s) have been inspected

by a Conn’s technician and deemed non-repairable however we will continue with

repairs. Also, please be mindful that Conn’s reports to all three major credit bureaus monthly. If a

consumer’s account is 30 days or more past due, it may report negatively to

your credit bureaus.

If

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

Kind

regards,

Review: I've purchased multiple items from conns

A tv/tv stand

And a furniture set

The TV and stand is paid off and I am currently paying on the furniture set

My issue with conns is regarding the harassment of the phone number listed as a reference number on my application.

My reference has severe health issues and I thought would only be contacted if I were to disappear with the items - not for something as simple as a late payment

I've complained to customer service and was first advised her phone number [redacted] was entered in as my phone which is [redacted] -- they advised they would correct it and mark the [redacted] as a "do not call".

When they continued to call [redacted]- she asked to speak with a supervisor who advised the number would be removed from the account

[redacted] is still getting phone calls

My number is [redacted]

My phone number, physical address, email address and place of employment has not changes in the 2 or so years I've had accounts with youDesired Settlement: Please remove [redacted] from all account records and only contact me at my contact number [redacted] email or physical address

Business

Response:

Thank you for

the opportunity to respond to [redacted] concerns regarding telephone calls

placed to [redacted].

According to

our records we placed telephone number [redacted] as a “do not use” number

associated with your account on October 6, 2014. Our records do not indicate any additional

calls were placed to telephone number [redacted] after October 8, 2014.

We received an

inbound call from telephone number [redacted]; however, the caller did not

identify herself or give any information.

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

Thank you,[redacted]

Consumer

Response:

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

Thank you for your fast response. however I disagree with the records in your system. the last time that phone number was called was 04/01/2015- she received a hang up call and called the phone number back because she did not recognize the phone number.I ask again to please Delete that phone number from my account so your company no longer has access to it

Regards,

Business

Response:

Thank you again for the opportunity to respond to [redacted]'s concerns regarding phone calls received on her account. As stated in our last response the telephone number in question has been removed from our system. Thank you, [redacted]

Review: in October I made an agreement to get current on payments I was behind on and was told it would be in 4 payments and would be drafted out of my checking account and resume normal payments as of February 2014 - they are calling me harrasing me the day after the last payment in January and was told I am two months behind, after speaking and trying to please my case and advising them I would have never agreed to something to not help me but to now harrass me and demand payment or they will refer me to thier legal department they stated they will YET MAKE ANOTHER AGREEMENT to take a 10.00 payment to put me current once I make YET ANOTHER AGREEED payment, AFTER DEMANDING THEY SEND THIS TO ME IN WRITING THEY ADVISED THEY DONT DO THIS AND REFUSE TO DO THIS but want the money and to draft my account. I have nothing but "THIER WORD" that I will AFTER FEBRUARY'S PAYMENT be brought to a current status and will "RESUME" payments as normal starting in "MARCH" as they stated to me in October. And they continue to call me and harrass me everyday after I SET UP THIER AGREEMENT ONCE AGAIN. I obtained a warranty with them and they advised I CAN NOT REQUEST THAT THEY FIX ANY ITEMS UNTIL I GET CURRENT which was supposed to happen after this month now I have to wait another month to see if they advise me the same thing about being behind again????????Desired Settlement: I NEED THEM TO HONOR WHAT THEY ADVISED IN OCTOBER AND I WANT TO USE MY WARRANTY THEY REFUSE TO HONOR WHICH I PAY FOR

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,

Complaint Detail

Review: We made a purchase on 06/01/2014. Revised the contract on 06/09/2014, due to price matching. The revision lowered the amount of our payment, and changed the due date to the 9th of every month. No one seems to be able to update their system with the revised information. We have had the store fax it 3 times and I have personally emailed it 3 times. They continue to call my husband and I over 15 times per day, telling us our payment was due on the 1st. I have begged them to give me someone that can adjust the contract in the system, only to be told it will be handled. Which is followed up in 10 minutes by another collection call.Desired Settlement: Would like Conn's to update the contract correctly and stop the collection calls unless the payment is due. Also requested a new payment book on June 9th, have not received one because they have not updated the contract.

Business

Response:

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

concerns regarding her account. Mrs.

Bong stated she made a purchase, the contract had to be revised and the information

was not in the system yet.

According to our records, Mrs. [redacted] a 32-month retail

installment contract on June 1, 2014.

She then signed a replacement contract on June 9, 2014. The replacement contract has been processed. Account #[redacted] has been closed and

replaced with account # [redacted]

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

any inconvenience she may have experienced due to this matter.

Review: I bought a new samsung washer from conns feb 22 2014. it does not work, never has worked. samsung tech came out and said it needed new parts. conns said their tech had to come out. conns techs came out 4 times and replaced parts and didnt fix it. conns said I had to get approval from samsung. samsung recieved all paperwork from conns techs and said to contact the conns store for exchange. neither conns nor samsung wants to take responsibility for replacing this brand new washer that never has worked. meanwhile conns insisted I make a payment on this or it would go against my credit. I asked them to just come get this broken washer I didnt want it anymore since it doesnt work and I cant get it replaced and they told me that since I signed contract I would still be obligated to pay for it even if they came and got it???Desired Settlement: I would like the washer replaced, refund of first payment, and refund of all ive spent at laundrymat!!!

Business

Response:

Thank

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

show on 2/22/14, Mr.

[redacted] purchased a Samsung washer and dryer with a limited 1-year manufacturer

warranty on both items totaling $1190.72. Our records show on 3/02/14, Mr. [redacted] contacted us

regarding his washer; stating the washer’s display screen blinking on and off,

humming, and not turning on the spin cycle. A service call was scheduled

for 3/4/14; upon the inspection the technician found the pressure system and

main board needed to be replaced. After multiple attempts to replace the

recommended parts we were unable to successfully repair Mr. [redacted]’s

washer. After assessing the repair needs

and reviewing the service history on Mr. [redacted]’s washer an exchange was

approved on 4/21/14.

Mr. [redacted] was contacted and has since replaced his washer on 4/23/14. Conn’s would like to apologize

to Mr. [redacted] for the experience he had and for any inconvenience caused as a

result of the delay.

If we

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

Kind

regards,

Conn’s

Customer Relations

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: 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: We bought our washer and dryer from conns and had made one payment on it and it starting making a very loud noise we called conns they had a contracted repair guy come out it took 3 weeks for him to come out upon which he told me the problem it was in the back of the barrel the bolts broke and center block was all the way to the front from his point of veiw and looking at the washer he said that the washer had been repaired before in which I called conns told them that and was told I would get a new one in which my sales guy did no action at all I then called back and spoke to the store manager and he told me to open a service ticket online so I did they called me and said this wasn't a fault issue and they were closing the ticket I haven't been able to wash clothes in my washing machine since October I've made all my payments and the repair guy has been out here yet again to install the parts he thought it needed it then started to make another noise one that was more unbearable then the 1st and yet conns refused to do anything about it expect send the service guy back out I will never buy anything from conns again! I have over $3000 financed threw them in which I cant wait to pay off they are not good business people and very unhelpful I could of easily gone to [redacted] or [redacted] costumer service isn't even helpful. Im which my next step id getting a lawyer I believe my washing machine is a lemonDesired Settlement: Replacement a new one

Business

Response:

Thank you for the opportunity to respond to [redacted]’ complaint. Our records show on 9/18/14, [redacted]

purchased a GE washer and dryer with a 48-month Repair Service Agreement Plan.

After researching [redacted].

[redacted] complaint we show she contacted our service department on 11/3/14 stating

her washer was making a loud noise. We show [redacted]’ washer was scheduled

for service through the manufacture on 11/7/14; based on the technician’s

report the unit was repaired and tested ok. On 12/1814, [redacted] contacted

service again regarding the same issue. A service appointment was scheduled for

12/22/14 however; [redacted] cancelled the appointment because she was moving

to a new location and the washer was currently located in storage. Although a

new service appointment was not scheduled with Conn’s, we were able to confirm

with the manufacture that a new service appointment was scheduled on 12/27/14

however; we were unable to obtain any information from the technician regarding

the services render during the appointment.

In regards to [redacted]’

claim regarding the washer being previously repaired; we were able to confirm

that the washer was never in service prior to Mr. [redacted]’ first service call

based on the model and serial number associated with her unit.

We attempted to contact

[redacted] on 2/04/15 and 2/05/15; but were unsuccessful in our attempts and

left a voice message to return our call. At this time we are unable to honor [redacted]

request for an exchange; we will continue with any necessary repairs. If [redacted].

[redacted] is still in need of service she may contact our service department at

1-855-266-6349 to schedule a service appointment.

If we may be of further assistance, [redacted] may contact customer service at 1-877-358-1252.

Kind regards,

Review: On February **, I purchased merchandise from Conn's in Plano. The delivery was set for the next day. Among the items purchased was a floor model washer. The items were delivered a little late but this wasn't an issue. The washer however, was sent to me damaged. The manager was aware of this and attempted to have it delivered anyway. I sent the washer back and returned to the store that evening. The manager stated that there wasn't anything he could do that evening and I should return to talk to the salesperson that sold me the merchandise. I could not return the next day so I called. I was told that the manager and my sales person were both tied up and that one of them would return my call. I received no phone call. I called back and explain the situation to a different manager. The phone call ended with me returning to the store to redo the contract for a different washer.I received a call asking to set up a delivery time. I was surprised but I set up the delivery day anyway. I made arrangements at work to be there when the washer arrived. When I hadn't received the washer at 2pm, I called and was told the manager rescheduled my delivery without telling me.I rescheduled again for Saturday March [redacted]. This time I asked that they not reschedule unless I called. The delivery driver called me Saturday morning and set the delivery time between 3-6. At [redacted], I called Conn's delivery service. I was told there was no record of my delivery.Desired Settlement: I would like to have what I paid for. I would also like the delivery fee refunded. I will more than likely have to pick the washer up from their warehouse, which is 30 miles away.

Consumer

Response:

I returned to the store and was told that the washer I had purchased had been removed from the original contract without my knowledge. The washer that they had problems delivering was sitting on their floor marked up $120.00. Someone priced it wrong and that became my problem. Conn's really didn't give me a solution or try to reimburse me for doing laundy at a laundry mat, wasting my time, or having to drive to the warehouse (my choice but I had enough of my time wasted). I seriously doubt I'll be a repeat customer.

This letter is to inform you that Conn's has carried out the resolution it proposed for my complaint, filed on 3/*/2014 9:12:16 PM and assigned ID [redacted].

Regards,

Review: Defective washing machine delivered & machine caused flooded new home & caused water damage inside home

In June 2013 (week of June [redacted]) I purchased an LG Washing Machine from Conn's on Willow St. in Lafayette, LA. The machine was delivered & set up in my new home a week later. Approximately one week later I used the washing machine for the very 1st time to wash a load of clothes. Upon my return to my home I walked in to a home flooded with water; my new built home was flooded from the wash room to the kitchen to the front halls and part of 2 bedrooms with carpeting. I immediately ran to get large towels to try to soak up the water because I did not have a shop vac to soak it up. It took me over an hour and several large bath towels to try to dry up the wet floors. I had to continuously wring out the towels over and over and keep wiping the floors before the water damaged anything else. I contacted Conn's & spoke to [redacted] at the [redacted] store to explain what happened; he explained he would send someone over to see what was wrong. The worker that came out explained the washer was defective & they would deliver me another one. The next day I noticed the water had already damaged my baseboards/floor moldings; the water was soaked into the boards & they started swelling and splitting. The wood underneath my kitchen cabinets also began to swell and bubble. I immediately called Conn's and they referred me to the wharehouse manager, where I spoke to someone named [redacted] who took the report and submitted it to the company for a response. A week later there was still no call from Conn's so I decided to call back to speak to [redacted], but I could never speak to her againa because the person who answered the phone would always say [redacted] was busy & would call me back but I never received a call back from anyone. I called weekly to speak to [redacted] concerning the status of my issue reported however I could not speak to her & she still did not return my call. I called for [redacted] weekly from June 2013- Oct 2013 until someone from Conn's called me about making a payment and the representative gave me a number to the risk management department to do another report. When I called risk management the week of Thanksgiving (Nov '13) a female(name unknown) answered the phone & advised that the company had been trying to reach me with no success. I explained to her that I never received any calls from the company and no messages were ever left. I asked what can I do now, she advised she will put in another request for Conn's to call me back again to try to resolve my issue and will put it as an urgent request. I waited a week & no one ever called me again, I in turn started calling risk management again weekly & left messages with still no return call. I am very frustrated with the run around from Conn's at this point; several damages were made to a new home I just moved into June [redacted] 2013 that I have not even had the opportunity to fully enjoy because of these damages Conn's refuse to view & repair.Desired Settlement: I would like Conn's to pay for damages incurred in my home based on the estimate that I am currently seeking.

Business

Response:

Thank you for the opportunity to respond to [redacted] complaint. [redacted] has spoken with the facility manager and his claim is being handled by our insurance adjuster. [redacted] has provided an estimate for the repairs and will be contacted within the next 7- 10 days with an update on the status.

If I may be of further assistance, [redacted] may contact me directly at [redacted] ext [redacted]

Sincerely,

Customer Relations Officer

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.

Regards,

From: [redacted] [mailto:[redacted]]

Sent: Monday, January 20, 2014 11:08 AM

To: drteam

Subject: Conns/case # [redacted]

According

to [redacted] when I spoke to her on Wednesday **,2014.I sign da release form,

and she received it back on Thursday **,2014 that she said she would be sending

the check by fedex and I should receive it no later then Saturday. I called her

today(01/20/2014) an now she's not going to be in her office till January

[redacted]2014.I spoke to someone else, and that person told me they tranfer my claim

to another team.they have no answers for me.I feel that im getting the run

around again for da second time.

Business

Response:

I spoke with [redacted] regarding his concerns

and confirmed a check was sent via fedex on 1/**/14. I called to follow-up with him and

unfortunately due to weather conditions it has been delayed. [redacted] has been given the tracking

number and has been in contact with fedex as well. If I may be of further assistance, [redacted] may contact me directly at [redacted]

Sincerely,

Customer Relations Officer

Review: Conns Furniture phone representatives are constantly harassing my household regarding a late payment.After speaking with the manager about the payment issue, my bank account was fraudulently access four times! and added insufficient funds charges, as well as taking their payment! A death in our family was the reason for the late payment, which we have NEVER been late before. It is overwhelmingly frustrating, trying to mourn in peace with out our phone ringing off the hook form Conns.Desired Settlement: I believe my bank account overdraft fees, and next two payments should be covered by Conns Furniture.

Business

Response:

Thank you for

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

#[redacted] stated her bank

account was fraudulently accessed four times and added NSF fees to her account.

According to

our records, [redacted] scheduled a payment in the amount of $112.45 through

our online bill pay system. That payment

was returned by [redacted]’s financial institution due to NSF. We only attempted to process the payment on

the date it was submitted.

We have

attached a copy of [redacted]’s payment history for her records. If [redacted] received further NSF fees, she

will need to discuss her concerns with her financial institution.

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

Business

Response:

Thank you again for the opportunity to respond to [redacted]'s concerns regarding her account. Conn's only makes one attempt to debit the funds from your checking account, as noted in your payment history that was attached for your records in the first response. It is the customer's responsibility to verify the funds availability before submitting a payment. The account was overdrawn before the Conn's payment processed, therefore, we are unable to refund any NSF fees you received due to the account balance. Your financial institution has the option to try to process the authorized payment you submitted up to four times. If you have concerns regarding the overdraft fees, you will need to consult your banker at your financial institution. 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.

My husband had already made arrangements prior to the several fraudulent attempts accessed to my account. Obviously,that's why I filed this complaint in the first place, knowing of the prior NSF.I would have NEVER allowed access FOUR more times that added fees. "Conn's" is a name that suits your company well.

Regards,

Review: I purchased a recliner through conns in Denton texas and have had issues with the chair after less than a month of use it leaned to the right side and contacted the corporate office about the issue and they sent a repairman out and he literally stuffed foam under the cushion and said it was fixed I consistently tried to get it repaired several times and nothing was done about it even though I purchased a warranty through conns for any problems with the furniture the salesman told me would be fixed or replaced no questions asked and now the leather is peeling off the back of the chair and I contacted conns again "corporate" and was told nothing can be done about the peeling but it could have been if I purchased a solution fir leather through them even though I was not told of any such thing because I would have purchased it the salesman told me that it did not matter what the issue would be it would be taken care of so I now have a leaning peeling recliner that I am still paying on in my living room that is just an eye sore and completely unable to useDesired Settlement: I would like the chair replaced the furniture is an eye sore for any company that enters my home with it leaning and peeling

Business

Response:

Review: My washer was a lemon from the start and almost every part of the washer has been replaced, excluding the water pump. The water doesn't completely pump out of the washer and the remaining water, approximately 1/* gallon, stays in the washer and sours. Whenever we wash our clothes, they smell so mildewed that the clothes have to be taken to a laundry mat in order to **t the smell out. The service tech that was here last on this issue (that's been an issue from the beginning) stated that he didn't know how to fix the washer to **t the water out of the washer. In order to **t the water out, we have had to drain the water from the bottom of the drain which would have to be done after each wash. This is very inconvenient and we shouldn't have to do that. I paid for the washer in good faith believing that I was purchasing the right product according to the salesman and Conn's has not in good faith taken care of the washer's problems. The washer should have been replaced from the start. Conn's has refused to service the washer any farther to honor the extended warranty we have on it. The insurance personnel has told us that Conn's has the say over the warranty being serviced or not.

We also purchased a tall table with four stools and the service tech has been out here twice over dama**s to the stools which are under extended warranty. The color and finish has completely come off of one stool and there are many nicks with no stain or color which apparently were there from the beginning. When my [redacted] talked to the insurance about the fixing of the stools, she was told that Conn's has refused to fix the stools claiming that the stools were chewed on by dogs which is totally incorrect and how they got that information is beyond me. I purchased the accidental insurance which was extra on the stools to cover such accidents of dama** to the chairs. No dog chewed off any vanish or stain on the stools which would be impossible. The stools have never been abused and if any dama** is done to the stools then it was purely accidental and not intentional. I don't believe anyone I know would come in and put a nick in our stools or anything else on purpose. The stools have not been abused by myself or my [redacted] or anyone who has graced our home. Conn's takes our money and never honors the warranty that they push to sell us.

One time before when we purchased a surround system, Conn's added a covera** for anything that might happen to it when in our house such as a fire. We have home owners insurance on our house and we were never ask this but they did ask us on the application if we owned our house which was yes. I was never told that this was an attempt to put double covera** on the purchase and when my [redacted] looked at the agreement she ask me why they put that kind of covera** on the it as we had that kind of covera**. We showed Conn's the policy and had the insurance removed and we were suppose to be reimbursed but we never received the money that we paid for that covera**. I believe that was suppose to be 83.00.

I have spent thousands of dollars at Conn's and have been **tting the worse of appliance support ever. I will never do business with Conn's again in the future as they do not stand behind the products that they sell. Also, I have written to Conn's to cancel a warranty with request for the remaining covera** reimbursed to me for a box springs and mattress I just purchased from them.Desired Settlement: I want my washer fixed so that we can wash with it without the smell. I want the stools fixed or replaced.

Business

Response:

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

We received [redacted]s complaint and found on */30/**; he purchased a [redacted]

washer with a *4-month Repair Service Agreement Plan and received delivery in

good order on */05/**. Our records show [redacted]s Repair Service Agreement

Plan with Conn’s expired on */05/1* however; he extended covera** on his washer

with [redacted].

Prior to [redacted]s first service call received on */*0/14; we

have no indications of any issues he experienced with his washer since the unit

was delivered. On [redacted]0/14; a representative from [redacted] contacted our service

department on behalf of [redacted]tating the washer makes a knocking sound at

the end of the rinse and spin cycle, the unit would not drain and the clothes

have a sour smell. A service appointment was scheduled on */*4/14; upon

inspection the technician checked the washer through each cycle and no problems

were found. On **30/14, another [redacted] representative contacted our service

department on behalf of [redacted] regarding his washer stating the unit was not

spinning. A service appointment was scheduled for */05/14; during the

inspection the technician found parts were needed for repairs. Once we received

the parts, [redacted] was scheduled for repairs on **/14/14; the technician

replaced the drum ASM rear tub and ASM motor and the unit tested ok. On **11/14; we received another call from [redacted] regarding [redacted]s washer

stating the unit was not draining. A service appointment was scheduled for */1*/14; during inspection [redacted] contacted [redacted] for assistance with

repairs and they recommended [redacted] run sanitized cycles and vinegar more

often for repair. Conn’s service technician was unable to resolve the reported

issue based on the manufacture’s recommendations and informed [redacted] to

contact [redacted] for further repair needs.

In regards to [redacted]s complaint regarding his stools, our

records show on */18/13; he purchased the [redacted] table top and base

and four [redacted] stools each with a 48-month [redacted] On */*9/14, [redacted] contacted our service department stating the finish was

coming off all stools and there were dents around all the legs. A service

appointment was scheduled for */05/14; upon inspection the serviceman found

nicks and scratches all over stools with areas fading from use. The serviceman offered

to fill and touch up all stools to repair however; [redacted] declined service

and requested an exchan**. [redacted] was informed that service would need to

continue under the Terms and Condition of the [redacted] On */18/14,

[redacted] contacted our service department again regarding the same issue with

all stools. A service appointment was scheduled for **/04/14; upon inspection

the serviceman found the finish flaking off the sides and tops of the stools.

The serviceman also notated that a small dog chewed the stretcher bars and he

explained that he was unable to sand down and refinish the stools. Based on the

serviceman’s finding and photos provided, the reported dama**s are not covered

under the Terms and Condition of the [redacted] Plan; please refer to

Section (15) What Is Not Covered.

Our records show on */*9/11, [redacted] purchased a [redacted] Theater system. At the time of purchase [redacted] purchased Conn’s

Property Insurance for $54.9* however; once we received his request to remove

the insurance after he provided a copy of his homeowners insurance, we credited

the balance towards his Conn’s account. [redacted]s account was paid in full

[redacted] of *01*; no insurance char**s were included when account was paid off. Also,

we show we received [redacted]s request to cancel the warranty on his [redacted] mattress and box spring he purchased on */04/14. On [redacted]0/14, we

submitted a request to refund the pro-rated amount of $145.*9 to his **

account.

At this time we are unable to honor [redacted]s request for an

exchan** on his stools or due to the reported dama**s are not covered by the

[redacted] may contact [redacted] at

###-###-#### for any further repair needs. We have included supporting

documents with our response.

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

###-###-####.

Sincerely,

Consumer

Response:

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

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

Regards,

Business

Response:

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

comments. As mentioned in our previous response, on */30/10; [redacted]

purchased a [redacted] washer and dryer both with a *4-month Repair Service

Agreement Plan and received delivery in good order on **05/10. [redacted]s had

covera** on his washer with Conn’s from */05/10 until it expired on */05/1*.

During the time frame [redacted] had covera** under Conn’s Repair Service

Agreement; we have no record of any issues or service calls received on his

washer. Our records show [redacted] extended covera** on his washer and dryer

with [redacted]. Conn’s is no lon**r the insurer for both the

washer and dryer however; we are a preferred provider who renders services for [redacted] has only contacted Conn’s to provide service on [redacted]s washer on

three separate occasions dated from */*0/14 to */11/14. During the last service

call Conn’s service technician was unable find a mechanical or electrical

problem with the washer we contacted the manufacturer to assist and they

recommended [redacted] run the sanitized cycles and use vinegar periodically. It was not recommended with each wash. The [redacted] owner’s manual for [redacted]s

washer state dirt, soil, odor, mold, mildew, or bacterial residue may remain in

your washer as a result of washing clothes.

This may result in unpleasant conditions, including odors and/or

permanent stains on your washer or laundry.

In addition, the manufacture recommends leaving the washer door open to

let air circulate inside the tumbler after use.

Failure to follow these instructions may result in the unpleasant

conditions [redacted] is experiencing. As

Conn’s is no lon**r the insurer of the washer; [redacted] will need to contact

[redacted] at ###-###-#### to determine their Terms and Condition on replacing

covered products.

In regards to [redacted]s complaint regarding his stools; based on

the serviceman’s finding and photos provide it was reported that the finish was

flaking off and a small dog chewed the stretcher bars on all stools. Although the

service technician did not see a dog chewing on the stool; we confirmed the

bars were dama**d; there were no defaults found in the design of the stools a

dog was present on the stools at the time of inspection. If the reported dama**s resulted in colliding

with other objects as described by [redacted] this is not covered under the

Terms and Conditions of the [redacted] Plan as well; please refer to Section

(15q) What Is Not Covered. We have

included pictures that were taken at the time of the inspection.

At this time, [redacted] stools do not meet the qualifications

for an exchan**; the reported dama**s are not covered under the Terms and

Conditions of the [redacted]

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

###-###-####.

Sincerely,