Conns Appliance, Inc.

Review: In [redacted] I was going through a bit of a financial hard time, Conns offered to put me into their customer assistance program which would enable me to pay a reduced payment and then get a some time before having to make another. I agreed to enter the program, and asked specifically would my credit be affected by this. The Conns representative assured me I WOULD NOT be reported 30 days late because I went into this program of theirs. Today, I got a copy of my credit report, and they reported me 30 days late during the time I was supposed to be in their program. Conns has proven themselves to be deceitful on multiple levels since I agreed to purchase my television from them.Desired Settlement: I want them to amend the credit report and not mark me 30 days late as they promised.

Business

Response:

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: purchased extended warranty for sumsang fridge the fridge has been down going on 2 monthes. parts unable to get I guess. when calling everyone acts as if they cannot get a call in to the service dept. finally get a call, parts in ready to work. instead of coming out right away we elect to come out 4 days later the earliest time. fridge down for 2 monthes seem liked they would come right on out. for 2 monthes unable to use fridge, who cares CONNS DON'T. the fridge has been in service 4 times, it doesn't cool, fans don't work, icemakers just gives you ice, if you want cubes, you get crushed etc. I don't trust the fridge and don't trust CONNS service dept.Desired Settlement: this fridge need to be replaced or refunded. it's evident that CONNS does not have the ability to get the parts when needed.

Business

Response:

Review: I'm taking credit hit from both Conn's & collections they sold my account to. I also paid over $1000 off my debt , then lost my job. Lost $1000 and still owe in full.Desired Settlement: Would like for this situation to be taken off my credit & will negotiate whatever is needed to do so.

Business

Response:

Review: We have been waiting for our tv to be repaired for almost a month now. We initially called in on the morning of November 29th to make the report. We had the date of Dec 6th for the repair. We were rescheduled due to the weather, which was understandable. I called in that same day to ask about the service repair, since we weren't contacted and they told us Saturday the 7th was our new date. We hadn't heard from them by noon, so I called in again to find out what was going on and that rep told me to call back in on Monday. So, I called in again on Monday and I was told that there was no record of my service appointment and we had to wait untill the 17th. I called in several times and got one gentleman that was very rude. He told me that I had no choice but to wait untill the 17th and he could do no more for me. I asked for his superior, he hesitated and told me there was no one that I could talk to. After a few minutes of asking who I could talk to, he transferred me to some other department that told me that I needed to talk to the service department, so I was transferred back. As I was giving my information for my account to be pulled up again, it was the same person and his reply was "oh, it's you again", sounding very rude. After getting off of the phone with him again, I called in again & a lady told me that no one could help me untill the service date. I didn't think it was right that we had to be pushed so far back. I called in several times between then and the 17th asking for a manager to help with the situation and haven't gotten a call back like I was told I would. The 17th was here and we received a call from the repair person. I told him the problem and he told me that he had to order parts and we would be contacted about another date, still no word! The store manager here has been trying to help, but we are beyond a repair now! This whole process is aggravating & a big inconvenience!! We have spent about 10k with Conns & ard still not treated ss a valued cusyomer.Desired Settlement: We would like the tv replaced, not just repaired and with a service warranty. We also would like to know what ever else could be done to help smooth this out for the severe inconvenience?

Business

Response:

Review: We bought a LG washer in February of In November of the machine went out during cycle locking the lid with a load of wet clothesConn's was notified and in approximately week a technician was dispatched to our residence at which time he identified the problemPart was ordered and in approximately week he returned to repair machinePart was changed out technician left and in hours machine broke again with an identical problemEntire process starts again, no priority or hurry up occurred so in approxweek a technician was dispatched, problem identified as exactly as beforePart was ordered with an additional part this timein approximately week machine was repaired againLast of January machine breaks again with the exact same problem and as of today, February [redacted] machine remains brokenThe service system Conn's has set up is ridiculous as wellYou go through a progression of runarounds and when you finally reach someone they can't tell you much information.Desired Settlement: I believe the product we purchased is a lemon or if Conn's has experienced similar results from like machines I would like a different manufacturer of machine in a like price range
Business
Response:
Thank you for the opportunity to respond to [redacted] complaintOur records show
on 1/**/13, [redacted] purchased a LG washer and dryer with us and has a 1-year
manufacturers warranty which expired on 1/**/Our records show completed service calls on
file prior to [redacted] warranty expiring
We show [redacted] contacted us on 11/**/and stated her washer
would not turn onA service call was
sand upon inspection the technician found the main pcb assembly needed to
be replacedThe part was ordered then
once received it was installed on 12/*/
[redacted] contacted us on 12/*/13, and stated her washer would not
turn on againThe technician determined
the main pcb assembly that had been previously installed had failedThe technician reordered a main pcb assembly,
as well as an inverter board and lid switch
The part was reordered then installed on 12/13/Before leaving the technician tested the
washer and everything was working properly
[redacted] contacted us on 2/*/14, stating the lid was stuck and
there was no powerA service call was
sand the technician replaced the main pcb assembly again and filter on
2/**/We do not show any additional service
calls on file
We sincerely apologize to [redacted] and [redacted]
for the experience they have had recently with their washerAlthough [redacted] washer does not qualify for an exchange under the terms and
conditions of the manufactures warranty, the main pcb assembly does have a 90-day
part warranty
If we may be of further assistance, [redacted]
may contact us at [redacted]
Sincerely,
Customer Relations Officer

Review: A customer rep called me for payment day of my payment due. I told her that was fine and I needed to change due date to [redacted] instead of [redacted] She took payment information,and said fine on due date change. As I looked at my account I noticed 2 charges on my bank statment. I called and was told it would be credited, but will take a few days. After not seeing the credit, I called back. More run around. After two weeks, and numerous phone calls, a lady called me back to tell me she was mailing refund. I have yet to receive it. Now I receive a call, at 830 in morning from them asking for payment. She said that due date could not be changed, because I asked for 11 days out, and they can only do 10. No one informed me of this. I have been told there is no magic button, to give me back my money. I feel this is harrasement, they have thier notes and still call. I told them if they continue to harrass I will take items back, they said it is voluntary repo, and the calls will still be coming...can't even enjoy products.Desired Settlement: If this continues, I will get an attorney and would want to return products. But, I donot want this on my credit and calls to stop. I am doing my part, I make my payments. There is no reason for the phone calls, because they are unorganized.

Business

Response:

Review: I bought a brand new washing machine from the [redacted] location in Austin on February [redacted]. It was delivered on February [redacted]. I used the machine for the first time on February [redacted]. I noticed that water was dripping from the clothes after the final spin. I used the machine again on February [redacted]. I could tell the clothes were not clean and there was lots of water in the tub after the final spin. Not only that, I noticed that the clothes were not even getting completely wet until the rinse cycle. I called the service people that evening and they said they could come out to look at the machine on the following Wednesday, February [redacted]. The technician told me that this machine was broken before it was delivered to my home. There was a broken pulley and some belt had slipped off. I told him that I didn't want the machine and wanted my money back. I didn't want them to fix a broken machine that I had only had in my possession for less than 1 week. He suggested that I get in touch with the manager of the store. I called him that night. He said he had to call Corporate to see what he could do and he would let me know by Friday, February [redacted]. I took the broken machine back to the store today, February [redacted]. I told an employee there that I did not want the machine. He said I could exchange it or pay a restocking fee. I told him that I didn't want another machine. How do I know that the next machine isn't going to be broken? I just wanted my account credited and I didn't think it was right for me to pay a restocking fee. Later today, a manager called me and said I could return the merchandise, but I had to pay a restocking fee. One of the people we talked to said that if I had called within 24 hours, it would not have been a problem. I could have returned it without paying the restocking fee. I was delivered a broken machine. I just didn't know it in that 24-hour period. It was still broken. Is this how you treat all of your customers? You've just lost a good one.Desired Settlement: I want a full refund. That is, I want Conn's to refund to me the restocking fee they are charging me. I also want them to credit my account for the full amount I paid for the washing machine (including the extended warranty and delivery charges).

Consumer

Response:

I called [redacted] on Friday February [redacted]. She never returned my call. Had to get her number from the Corporate office. I called the store in Austin to get the number but the employee said he would have to take my number and have her call me back. He said he would not give me her number. Worst customer service I've ever seen. [redacted] is not interested in what I have to say. That's obvious from her nonresponsiveness. I don't see how these folks stay in business. She's the District Manager according to Corporate.

Business

Response:

CASE ID: [redacted]

Thank you for the opportunity to respond to [redacted] complaint. Our records reflect that [redacted] purchased a washer invoice # [redacted] on 2/**/14 with extended warranty. On 2/**/14 [redacted] called our service

department stating that the unit didn’t agitate and fill with water. A

technician was scheduled for 2/**/14.

[redacted] return request was approved without a restocking

fee minus delivery charges and processed on 3/*/14.

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

directly at [redacted].

Kind regards,

Conn’s Customer Relations

Review: charged property insurance for goods after we sent them 2x a copy of my homeowners insurance. they were suppose to take off the property insurance they charged but have not as of yet.. bought goods in 02/14 with 6mo interest free and paid off in full 03/14. conns now claims I owe them $6. for property insurance.. never heard of a company charging property insurance especially when I have h/o insurance... rest assured I will NEVER DO BUSINESS with conns again...

Product_Or_Service: STOVEDesired Settlement: DesiredSettlementID: Other (requires explanation)

remove property insurance from my account... credit bureau says I still owe them 145.00 dollars on this account.. I owe them $00.00 on this acc. it was paid in full. $637.62 PAID IN FULL!!!

Business

Response:

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

regarding account [redacted]. According

to our records, Mr. [redacted] signed a 13-month installment loan contract on February 22, 2014. This contract included a 6-month no-interest

promotional offer. Due to this being a

secured loan, the merchandise must be insured until the loan is paid in

full. In the event the customer has an

alternative insurance policy, they are able to send that policy in to our

insurance department to receive full credit as long as the declaration page

shows coverage from the date of purchase to the present date.

Our

records show on April

11, 2014, we received a copy of Mr. [redacted] proof of insurance and we

credited his account at that time. Mr. [redacted] currently has a zero balance due on

the account. Please note, it can take approximately 30-60 days for the credit

bureaus update the information and reflect the paid off account.

Review: I bought a sofa and love seat and within two months September. I notice the sofa the back portion had a sharp piece of metal sticking out. I tried to call for exchange in furniture or substitute. They told me to come in. When I did go in the store was close and we were being redirected to the Lewisville, Texas store location. I have call six to ten times every month trying to get someone to inspect the damage furniture and come pick it up. There have not been anyone that has come out as of yet. It has been pass seven months. Please tell Conns to take this collection furniture bill off of my credit. I am not liable to pay for damage furniture. They are probably trying to allow my warranty to run out. I need them to come ASAP to pick up their furniture. Thanking you in advance.Desired Settlement: Also I want them to pick up their damage furniture and give me my money back on the portion that I did pay. Conns need to call the three credit bureau and take that bill off of my credit. Also they need to let everyone that I am not liable for the damage furniture that I purchase.They owe me a n apology.

Business

Response:

Thank you for the

opportunity to respond Mrs. [redacted] complaint. Our records show on 6/13/13, Mrs. [redacted] purchased a Bristol

furniture set which consisted of two pieces; sofa and loveseat with a 48-month

FurnitureGard Plan on both pieces. Both items were delivered on 6/15/13

and received in good order. Our records show

four service orders have been set-up however each time we have attempted to

contact Mrs. [redacted] to

schedule an appointment, we have been unable to reach her. Therefore, we are unable to honor her request

for a refund or exchange. We have

provided below a summary of the call attempts made by the US Quality Furniture. To ensure Mrs. [redacted]’s repair needs are

addressed we will need to schedule an appointment to assess her sofa and

loveseat. We have provided US Quality Furniture

the phone number and email that has been provided in this complaint. In addition, Mrs. [redacted] may contact US

Quality directly at 1-800-774-8700 to schedule an appointment that is convenient

for her.

3/12/14

– Mrs. [redacted] contacted us stating the

sofa had two metal pieces sticking out and the loveseat had two metal pieces

sticking out from the back of unit.

USQ attempted to contact Mrs. [redacted] on 3/13/14, 3/14/14, and 3/15/14 to

schedule an appointment; the service order was cancelled on 3/17/14

due to no contact.

3/25/14- Mrs. [redacted] contacted us stating her sofa and loveseat had

metal protruding from the back side of the units. USQ attempted to contact

Mrs. [redacted] on 3/27/14, 3/28/14, and 3/29/14 to schedule an appointment; the service order was

cancelled on 3/31/14 due to no contact.

4/02/14- Mrs. [redacted] contacted us we attempted to contacted

Mrs. [redacted] on 4/03/14, 4/04/14, and 4/05/14; service order cancelled on 4/07/14

due to no contact.

4/09/14- Mrs.

[redacted]’s service ticket was once again opened to have a service

technician come and inspect her sofa and loveseat; we attempted to contact

her on 4/11/14, 4/12/14, and4/14/14 service order was cancelled on 4/15/14 due to no

contact.

If we may be of

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

Kind regards,

Conn’s Customer

Relations

Review: ON OCT-7 2013- CONNS IN [redacted] PROCESSED STOLEN INFORMATION;-- WHICH WAS STOLEN FROM ME[ WIFI] AND THE PERSON WHO USED MY INFORMATION BOUGHT GOODS THEN BILLED MY ADDRESS USING STOLEN INFORMATION--THE BILLING WAS TO MY ADDRESS [redacted]- PERSON BILLED; [redacted] WHO LIVES AT [redacted]- BUT, APPARENTLY HAS NO I.D. FOR THAT ADDRESSDesired Settlement: THE PERSON - [redacted] - STEALS INFORMATION FROM THOSE WHO'S INFORMATION IS OUT THERE--BUT CONNS HAS CONTINUED BILLING USING THE ADDRESS- WHICH WAS STOLEN

Business

Response:

Thank you for the opportunity to

respond to [redacted]’ concerns regarding a Conn’s Account. [redacted] stated his information was stolen

from him because he is receiving mail from Conn’s for another individual.

We have placed a cease and desist

on the address provided by [redacted].

Please allow up to 24 hours for the request to be processed. [redacted] should not receive additional

mailings going forward.

In the event [redacted] receives

additional mail from Conn’s we ask that he mark it for return and contact us

directly so we may immediately address the issue further.

We apologize for any inconvenience

[redacted] has experienced due to this matter.

Review: On 8/9/14 I purchased a 42" LED TV model [redacted] for our home in Corpus Christi. The salesman put it in the trunk of our car and a neighbor unloaded it because I am in poor health. It was not dropped or damaged by us. On 8/13/14 DISH installed and connected the TV without damaging it. Immediately the TV displayed an ark in it through the middle section. I contacted the store and service dept. A Conn's serviceman came out on 8/15/14 and stated it had a cracked screen. He stated that he would have to order the parts and return later. I explained that I had to return to our ranch on 8/18/14 and would not return again until November when I will be recovering from major surgery. He talked to his supervisor and the store salesman. The salesman said we could exchange it on 8/16/14. On that date the store refused to exchange it and stated it will take corporate approval which will take days. On 8/17/14 I tried to return the defective TV, no longer requesting an exchange. Conn's refused that. My wife contacted her Citi Master Card company to report the problem and they reversed the charges for the TV and the 49 mos. service warranty. They put it in dispute because the TV was defective from the time of purchase. On 8/18/14 I contacted a female manager at the local Conn's. She was polite and helpful and gave me the Conn's dispute resolution phone number. I contacted them and told them I wanted to return the defective TV and receive a refund of the charges. They reported that corporate would contact us when they made a decision. I contacted the Corpus Christi Revdex.com about this matter.Desired Settlement: The only acceptable resolution of this matter will be the refund of the cost of the TV and the service agreement.

Business

Response:

Thank you

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

8/09/14, Mr. [redacted] purchased a 42” LG television with a 49-month Repair

Service Agreement/AD Plan and elected to pick up the television from our Conn’s

warehouse in Houston, TX. Mr. [redacted] signed

his invoice verifying his item was received in good order. Our customers

are given the opportunity to inspect their product prior to leaving the

store. Once the product has left the store we are unable to determine

when the damage may have occurred. On 8/13/14, Mr. [redacted] contacted us stating the

television has vertical lines on one half and the other half is cracked. A

service call was scheduled for 8/15/14; upon inspection the technician

determined parts were needed to complete repairs however; Mr. [redacted] informed

the service technician that he will be leaving town and would not return until

November therefore as a goodwill gesture an exchange review was submitted. On

8/21/14, Conn’s approved to replace Mr. [redacted]’s television under the Terms and

Condition of the Repair Service Agreement/AD Plan. A replacement model is

available therefore; at this time we are unable to honor Mr. [redacted]’s request

to refund the cost of the television or the Repair Service Agreement Plan/AD

Plan. Mr. [redacted] may visit his nearest Conn’s store to initiate his exchange.

If

we may be of further assistance, Mr. [redacted] may

contact Customer Service at [redacted]

Kind regards,

Consumer

Response:

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

From: [redacted]

Sent: Tuesday, September 09, 2014 5:29 PM

To: drteam

Subject: Re: You have a New Message from Revdex.com Regarding Complaint #[redacted]

________________________________________________________________________________...⇄ />
This is in reply to your inquiry on complaint #[redacted]

NO. The issue is not resolved.

Outstanding issues: Shortly after filing with the Revdex.com, the Beaumont area Conn's called and stated that we could return the TV. I informed them that the TV was in Corpus Christi and that I would have my neighbors return it. I asked if they needed the receipt or anything and I was told they could look it up on file by my phone # [redacted] My neighbors returned it to the Corpus Christi Conn's store. They were told it could not be returned only exchanged for a new one. They also said that it could be exchanged only by the owner with the original receipt. So I told my neighbor to take the TV back to my home in Corpus Christi. I will not be back in Corpus Christi until November 2014. I have been hoping that the Revdex.com or my Citi credit card could help me solve this dilemma.

NO. I have not taken this through the court system.

September 9, 2014

Review: Account #[redacted]I have wrote a letter of complaint as well as an official letter to report scams and suspicious/harassing phone calls regarding the companys unethical business practices toward my account. My customer account with Conns Inc. has been officially paid in full since March 2014; however I am still constantly being harassed numerous times daily via telephone. In addition, I have been requested by the company on several occasions to submit personal account documents to help resolve this issue, all which have been to no avail to effectively resolve this situation. Furthermore, I contacted several customer service representative via telephone who could not provide any information to aid in clearing the situation and/or corporate. The have took double payments from my account also. I also have called three times with a chase bank Rep on the line. Chase has informed Conn's I no longer have a balance. I have also provided the company with all bank statement they have ask via fax from a Chase bank Branch. Chase also give them transaction number. On 3/7/2014 $ 1499.06 was taken from my account because I was told I lost my cash option.on the same day took another1,143.00 the bank refunded it and the it and conn reverse the charges and then took the amount again. Me and chase call to get payment refunded Conn said I still out this amount me and the bank call with the trace number to there bank of America.Now conn is telling me and the bank I owe the 1499.06 because I ask for a reverse me and the bank called again and the Chase agent let Conn know there wasn't a reverse for that amount. We also sent over the bank statement for the month of march Conn calls me at least 5-6 calls a dayDesired Settlement: I ask that all harassing phones ces and desist immediately & that the company fully resolve this situation by correcting all errors pertaining to my account; including but not limited to, refunding all money that was overcharged from my personal bank account due to the companys negligence.

Business

Response:

Thank you for the opportunity to

respond to Mrs. [redacted]’ concerns regarding her account. Mrs. [redacted] stated Conn’s took double payments

out of her checking account and her account is paid in full.

According to our records, Mrs.

[redacted] signed a 30-month retail installment contract on April 29, 2013. The contract also included a 12-month

no-interest financing promotion. Mrs. [redacted] forfeited her 12-month no-interest

financing promotion due to a late payment fee that was assessed on the account

as of February 13, 2014.

As per the recorded call on

February 21, 2014, Mrs. [redacted] authorized a payment in the amount of $66.72 to

process on February 21, 2014. At that

time, Mrs. [redacted] also authorized a post-dated payment in the amount of $1140.98

to process on March 6, 2014. Two conformation e-mails were sent to the e-mail

address on file for Mrs. [redacted].

On February 26, 2014, Mrs. [redacted]

called back to schedule an additional payment in the amount of $1496.06. An additional confirmation e-mail was sent to

the e-mail address on file for Mrs. [redacted].

Mrs. [redacted] called again on March

6, 2014 stating she did not authorize the payment in the amount of $1140.98 and

she requested the payment be refunded.

She was notified at that time that a remaining balance of $24.38 would

be due to pay the account in full. On

March 20, 2014 the payment of $1140.98 was returned by Mrs. [redacted]’ financial institution

as a charge back. On March 21, 2014 the

payment was reversed by Conn’s.

Mrs. [redacted] disputed the payment

with Conn’s and with her financial institution.

This resulted in both payments being refunded to the account. As of

August 5, 2014, we have not received the $1140.98 payment which Mrs. [redacted]’

financial institution charged back to Conn’s.

Mrs. [redacted] stated Chase Bank issued

a check to Conn’s for the charged back amount.

Mrs. [redacted] will need to provide bank statements for June 2014 showing

where the payment was made as of June 14, 2014.

Otherwise, Mrs. [redacted] will need to dispute the payment with Chase

Bank.

We have honored Mrs. [redacted]’

request and have placed a cease and desist on the telephone numbers listed on

the account. As of August 5, 2014, the

final payoff amount is $1252.17. Please

note the payoff amount is updated daily.

If Mrs. [redacted] would like to submit the full payoff on the account, we

ask that she call the day she plans to submit the payment for an up-to-date payoff

quote.

Business

Response:

Thank you again for the additional

opportunity to respond to Mrs. [redacted]’ concerns regarding her account. We have not received the payment from Chase

in the amount of $1143.98.

Mrs. [redacted] will need to provide a

copy of the canceled check from her financial institution; otherwise, Mrs. [redacted] will need to dispute this payment with her financial institution.

Consumer

Response:

I dont have a Bank of America Account nor any other information for their charge back dept. This is where chase sent the payment to from their claims department . I also provide the number and mailing address to Bank of america charge back dept. Chase don't have any documentation to give me . They would only provide me with the phone number and mailing address. Chase told me to call Conn's and have them contact the Charge back dept of Bank of America because the Funds are there. you can reach Chase [redacted] this there claims department. I have also ask chase claims department on a letter head and nothing they will do. I keep getting they have give me all the information they can give me. Its left up to Conn's tp call the charge back dept of Bank of America

Review: I received a letter in the mail stating that I have been pre-approved for a credit line increase of 4000, and that if I used my Yes money which is the line of increase offered to me I was going to receive a 10% off and 0% no interest for 12 months. I went to the store and inquired about a [redacted], when the manager came over and spoke to me he told that I have been qualified for 3000 dollars and that I can take whatever I wanted and that I would be able to receive the 10% or the 0%. When I finally chose my item which was a [redacted] note, the associate assumed she called corporate and that the 0% interest could not be applied to my item. Hesitant and disappointed about pricing after financing, I made the decision to leave the store without buying the product. The flyer clearly states that I was pre-approved. The manager also confirmed that I would get my discount. The next day I returned to the store once again to get the item since I really needed for school, I once again asked about the 0% interest, however I was told that corporate makes those decisions and that there was nothing they can do. Before submitting this I contacted conns corporate office, the representative just told me that they just send those flyers to people it does not necessarily mean that they are pre-approved, to me this sounds like a scam if you are telling me I am getting a discount or some kind of arrangement to get a product it should be so.Desired Settlement: Give me what the flyer and manager promised which was 0% interest for one year.

Business

Response:

Thank

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

records show on 8/27/14,

Mr. [redacted] purchased a [redacted] Galaxy Note from us with a 37-month Repair

Service Agreement.

After

reviewing Mr. [redacted]’s complaint we found he received a promotional offer for

12-months no interest and 10% off on a single item. However, we cannot

determine if Mr. [redacted] presented the offer at the time of purchase. We

are willing to honor Mr. [redacted]’s request; Mr. [redacted] will need to take his

promotional offer into his nearest Conn’s location for replacement

contract.

If

we may be of further assistance, Mr. [redacted] may contact us at ###-###-####.

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.

[Dear [redacted], or to whom it may concern,

Review: purchased a washer/dryer combination with a 48 month service agreement

called a month ago to get my washer fixed took them 2 weeks to tell me they didnt have anyone to service item

on [redacted] they decided to give me a in store credit to go back an purchase a new washer but they dont carry the brand anymore so I told them No I didnt want so then they wanted to give me an in store credit I do not have any intentions of purchasing anything else at this company so told them no.

I have bought the [redacted] washer/dryer combo and a big AC/ heating unit, also redid my who Kitchen with Range/OTR Microwave/ and Dishwasher all which they made me purchase the service agreement threw them not only is it an outrageous price over the manufacturers service agreement but to find out they wont honor it and I am still waiting to find out something after a month which has left me with no washing machine

I want a refund and I will never return to purchase with them againDesired Settlement: a full refund on washer so I may get it fixed on my own and a full refund for all service agreements purchased which is [redacted] +tax =[redacted] and the service agreements come to a total of [redacted] + tax =[redacted]

grand total refund [redacted]

Business

Response:

Thank

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

records show on [redacted],

[redacted] purchased a [redacted] high efficiency washer and dryer from us

with a 48-month Repair Service Agreement on both items. [redacted]

elected to have her washer and dryer delivered. We show on [redacted],

[redacted] signed acknowledging her washer and dryer was received in good

order.

We

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

department on two different occasions from [redacted] regarding her washer. [redacted]’s last service call was placed on [redacted];

[redacted] contacted us stating the washer was displaying error code F3 and

E2. We attempted to schedule [redacted] for service; however we found

she was no longer in our service area therefore service was not be

completed. Conn’s agreed to exchange [redacted]’s washer; she was given

a credit of $[redacted] which is the original amount she paid to re-select a new

washer.

On [redacted],

[redacted] went to her local Conn’s location to initiate her exchange; upon

the exchange process [redacted] found we no longer carried the same

manufacturer as her previous washer, therefore she requested a refund for her

washer and requested to cancel the warranty on her dryer. Conn’s agreed

to honor her request and refund [redacted] the replacement value of her

washer of $[redacted] and cancel/refund the warranty from her dryer at a pro-rata

amount of $[redacted] total refund came to $[redacted].

If

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

Kind

regards,

Consumer

Response:

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

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

Regards,

I am not satisfied with response because there shouldnt be a prorate on anything but yes I did get the money for the washer but a prorate is not right because they cant provide service so full refund should be what I get and I didnt receive refund for all my warranties on all items purchased that I sent in for

Business

Response:

Thank you for the opportunity to

respond to [redacted]’s additional comments. [redacted] was approved

for an exchange because she had purchased the Repair Service Agreement; she was

given a credit of $[redacted] which was the original amount she paid to re-select a

new washer. On [redacted] went to her local

Conn’s location to initiate her exchange; [redacted] wanted the same brand as

her original washer however this brand was no longer available. [redacted] chose not to re-select a washer and requested a refund in lieu of the

exchange. Under the Repair Service Agreement Terms and Conditions Conn’s

agreed to honor her request and refund check was mailed on [redacted] for $[redacted]. The Repair

Service Agreement on [redacted]’s washer is non-refundable and considered

fulfilled.

In reference to [redacted]’s

cancellation request on her other items; we received her request on [redacted]. The coverage was

cancelled as outline in the Terms and Conditions Cancellation Policy.

[redacted] refund check for her dryer warranty cancellation was $[redacted] and

was mailed on [redacted] also

received a refund her range and OTR microwave warranty cancellation in the

amount of $[redacted]; the refund check was mailed on [redacted].

At this time we are unable to

honor [redacted]’s request for a full refund. [redacted] has had

coverage since [redacted]. We have attached a copy

of [redacted]’s Repair Service Agreement Terms and Conditions.

If we may be of further

assistance, [redacted] may contact us at [redacted].

Kind regards,

Consumer

Response:

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

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

Regards,

coverage that apparrantly you shouldnt have been selling because you dont back it up

Business

Response:

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

comment. Conn’s has adhered to the Terms

and Conditions of the Repair Service Agreement.

Conn’s was unable to repair [redacted]s washer therefore, under the

terms and conditions she was offered an exchange which she declined. We agreed to credit her account for the

replacement value which was the original amount paid.

We have attached a copy of that agreement for review.

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

us at [redacted].

Kind regards,

Customer Relations Officer

Review: I made a puchase in [redacted]. on [redacted] the very next day I went back and had changes made to the contract which lowered my pymt. from 96.08 to 65.94. I was told it would take 30dys for the change I said ok fine I had 30dys before the 1st pymt would be do anyway.So after I made 1st pymt. I have constantly received call saying I haven't made my pymt in full and that my contract has not updated yet .this went on thru the month of [redacted]. after the due date several call from the pymt department saying we do see a new contract but the system has not updated so I tell them well the new contract has the amount I sent in they dont seem to care they still asking for the old contract pymt so they transfer me to customer service where I talk to several reps and all say the same thing we have it we're waiting for the system to update it, yes it has been over 30 dys I will send the contract to pymt center to let them know so they will stop calling.Obviously they didn't get the contract cause here it is the entire month of Sept. they still called now saying I owe the 98.08 plus the other 32.14 I call to speak with customer service and every one I speak with is talking as if there reading from a manual of what to tell customers i'm told to pay the 65.94 which honors the knew contract I recently made my 2nd pymt . and still receiving call saying im behind make a pymt with them today to be current if customer service is telling me pay what the new contract has on it why is it so hard for the pymt center to receive it and the systems sucks it shouldn't take this long to update info.and plus I change my contract the very next day so the 1st one sholud have just beem deleted to send that 1 thru when it was change the next day it's stupid I have never dealt with a company like this before they shold have never came to [redacted] we dont need shady business like this in here. and for them not to have revolving this is crazy too.you shouldn;t have to get your credit ran again after paying them off and wanting to purchase something else.its [redacted] I received 12 calls in 2 days for a payment seem like the system is never going to update. this problem needs to stop i'm tired of phone calls.i'm not late i'm doing what was told make pymt from new contract.Desired Settlement: let this company know they need to update my contract. I see the company on my credit report I don't want their system to falsely put a 30dy late on my file. im going to be very pist if this happens this is not my fault its all Conn's fault they need to get their system together. I would like to have my contract updated and current. stop the phone calls

Business

Response:

Thank you for

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

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

signed a new contract; however, it has not been implemented.

According to

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

[redacted]. On [redacted], Mrs.

[redacted] signed a replacement 30-month retail installment contract to remove

the repair service agreement from her invoice.

Mrs. [redacted]

received an invoice credit on her account in the amount of $546.24; however,

she was of the impression the second contract would replace the first contract.

As per our

conversation with Mrs. [redacted] on [redacted], we will process version two

of the contract. Please allow 7-10 business

days for the new contract to be processed.

We value Mrs. [redacted] as a

customer and sincerely apologize for any inconvenience she may have experienced

due to this matter.

Review: [redacted]

Customer service

Reference Account Number [redacted]

I received a report based on my credit investigation that I requested. I am extremely upset at your finding. First off they addressed me as Dear [redacted].I was told that I had received numerous late notices 2which I did not. I called theri customer service department several times and said I had lost my job am I being reported. I was told by their customer service department each time was told No MAM no late fees or reported to the credit bureau. I WAS TOLD AS LONG AS IT WAS NOT 90 DAYS LATE I WAS FINE! I did not know how Conn’s worked at the time. I never had a credit card that wasn’t really a card and when it was paid off you didn’t have the account anymore. I know several companies do not report for 60 days so when I was TOLD BY CONN’S OWN EMPLOYYEES I TRUSTED THEM TO KNOW WHAT THEY WERE TALKING ABOUT. Now my credit report is full of late charges from your documentation which should not be. I am asking that this be removed promptly as It is NOT my fault CONN"S employees’ do not know what they are telling their customers AND IT IS CERTAINLY NOT MY FAULT I WAS ADDRESSED AS THE WRONG PERSON IN THE LETTER.Desired Settlement: I want my name removed all the times they have it listed on my credit report. It is not my fault their employyess told me they do not report. I never once got a late notice so I asssumed by me calling and being told I was fine I would have been. I am furious that I was addressed as the wrong person as this is a confidentiality matter. Conns customer service has no clue what they are doing or telling their customers.

Business

Response:

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

concerns regarding her account. [redacted] stated she would like us to

remove the negative information reported to the credit

bureaus.

We are required to report factual information to the

credit bureaus regarding all customer accounts; therefore, we are unable to

remove the negative credit marks earned by [redacted].

We have attached a copy of the payment history for [redacted] to review.

If [redacted] believes these marks were reported in

error, we ask that she fax a copy of her credit report to [redacted] for further

review.

Business

Response:

Thank you again for the opportunity to respond to [redacted]’s concerns regarding the credit marks she has received regarding her

account.

Again, we are obligated to report factual information to

the credit bureaus and are unable to remove the negative credit marks earned by

[redacted] was mailed a letter on August 31, 2014 explaining the validity of the

marks.

If [redacted] has any further questions, she will need to

direct them to the three main credit bureaus for investigation.

Consumer

Response:

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

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

Regards, I am NOT going to accept this. I just had a hospital HEB remove a charge that their Billing department and I had arrangements with. It is the same exact thing with Conn's. Their department made a mistake and they REFUSE to CORRECT it! I will NOT Back down from this. Someone LIED to me and I will NOT ACCEPT what they are saying. The coompany is just trying to not with hold an argreement. Poor Customer Service. Once again thank you. [redacted]

Review: My Stainless Steel refrigerator stopped working; my husband called Conns 3 weeks ago to schedule a service call. Service guy shows up, unprepared & with no tools. Says its a compressor problem and tells us that parts need to be ordered. We waited another 2 weeks or so to finally get the guy back with the compressor. After spending over 3 hours installing the parts, he tells us that the problem may not be fixed, that there might be a blockage and there might be YET another delaay in getting it properly fixed.. Our refrigerator is still not cooling and it is making a very loud noise. I need this fixed asap, because on October 17, 2014 we are moving 3 hours away near Galveston.

We have been inconvenienced and had to throw out over 200 in groceries. Living out of an ice chest is not fun.Desired Settlement: I want a replacement refrigerator and I am not talking about a used, refurbished one; either that or I want ALL of my monies refunded now and I will never do business with them again.

Business

Response:

Thank you for

the opportunity to respond to Mrs. [redacted] complaint. Our records show on 11/14/10,

Mr. [redacted] purchased a LG refrigerator with a 48-month Repair Service

Agreement.

We received

Mrs. [redacted] complaint and found she contacted the service department on

9/15/14 stating the refrigerator was not cooling, the freezer was not freezing,

and the icemaker was not making ice. A service appointment was scheduled for

9/17/14; upon inspection the technician found a new compressor and dryer

assembly needed to be ordered for repair. On 9/24/14, the parts became

available and Mr. [redacted] was scheduled for repair on 9/29/14. On 9/29/14,

the technician installed the compressor and dryer however; the unit started

making a loud humming noise. The technician contacted our tech line and

determined the compressor was bad and needed to reorder a new compressor and condenser

coil; all parts were ordered. The technician also created a vacuum pump of the

unit to remove the restriction in the line. On 9/30/14, the technician went

back to Mrs. [redacted] home to re-vacuum the unit however; the refrigerator

still did not function properly. Our records show we received some parts

however, the compressor did not arrive. On 10/3/14, Mr. [redacted] was

scheduled to install the available parts; during installation the technician

installed the dryer and attempted to shoot nitrogen in the unit to possibly

push the restriction out however; the unit still had restriction through the

inner wall that was unable to be remove. The service technician submitted a

request for a possible exchange due to the unit was unable to be repaired.

On 10/8/14,

Conn’s agreed to issue Mr. [redacted] an in store credit in the amount of

$1199.99 to re-select a new refrigerator. Our records show on 10/8/14; Mr. [redacted] re-select a GE side-by-side refrigerator with a 1-year limited

manufacturer’s warranty and received delivery on 10/9/14 in good order. We

sincerely apologize for any inconvenience Mr. and Mrs. [redacted] experienced

during this process.

If we may be of further

assistance, Mr. [redacted] may contact us at 1-877-358-1252.

Review: We made our second major purchase at Conns on **/11/14 and bought a sectional, as well as a king size bed with matching dresser. I was unsure of the bedroom furniture, but our [redacted] assured me that it would be no problem to return or exchange the furniture. He stated that if we did not like the way it looked in the room, we could send it back at time of delivery for free or could return it later for a 15% restocking fee. This is Conns return/exchange policy except on furniture. Apparently furniture has no returns or exchanges. However, that is in direct contradiction to what we were told, and we signed nothing telling us about the furniture policy. The furniture was just delivered today, and I requested an exchange within 2 hours. I have been met with nothing but rudeness from everyone, including the store [redacted]. Conn's needs to be held accountable to what their [redacted] represented to us. I do not know if the [redacted] was ignorant to their policy, but it is my belief that he purposefully lied to get us to purchase.Desired Settlement: I either want to exchange this bedroom set or just return it. I am perfectly willing to pay the 15% restocking fee as was verbally discussed. Additionally, Conn's needs to have this information listed on the contract and invoices and have customers SIGN that they have read and understood this policy. As I stated, I believe we were intentionally mislead. The store [redacted] should also apologize for his rudeness as it is completely unprofessional.

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted] complaint. Our records show on **/11/14, Mrs. [redacted] was

approved and made a purchase under [redacted] with a 24-month Cash Option

Term. Mrs. [redacted] purchased a [redacted] bedroom set

which consisted of (4) pieces; headboard, footboard, QN/KG rails, and dresser

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

We attempted to contact Mrs. [redacted] to discuss her concerns, but

we were unable to reach her at this time. After reviewing Mrs. [redacted]’s

complaint we found she contacted us within 24 hours of her delivery. Although

we did not find where she was intentionally misled Conn’s has agreed as a

gesture of goodwill to honor her request and Return/Exchange her bedroom set

with a 15% restocking fee.

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

Kind regards,

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,