Conns Appliance, Inc.

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: 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: I went into the store on April 1st and paid off my account.

On April 3rd $150 was debited from my account.

on April 3rd I contacted them for a refund, I was told it was being processed and would be refunded in 7 to 10 days.

I then called back on April 10th, again I was told it was being processed and I would get the refund in 7 to 10 days.

I called again on April 23rd,again I was told it was in processing and I would receive it in 7 to 10 days.

I feel as though I'm being lied to I have also been told it would be refunded to my bank, and now they are saying it will be in the form of a check.

They had no authorization to debit this out of my bank in the first place.

I want my refund now...Desired Settlement: Refund immediately

Business

Response:

Thank you for

the opportunity to respond to Mrs. [redacted]’ concerns regarding a refund on

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

paid her account off; however an additional payment was processed.

According to

our records, Mrs. [redacted] had automatic payments scheduled through our online

banking system and had not canceled the automatic payments once the account was

paid in full. As of April 17, 2015, a

refund in the amount of $150.00 has been processed. Mrs. [redacted] will receive a check in the mail

within 7-14 business days. We have

attached a copy of Mrs. [redacted]’ payment ledger for her records.

If Mrs. [redacted]

does not receive the refund check within 7-14 business days, we ask that she

contact us directly so we may track the location of the check.

We value Mrs.

[redacted] as a customer and sincerely apologize for any inconvenience she has

experienced due to this matter. Thank you,[redacted]

Review: I purchased a laptop from Conn's on credit. The laptop was stolen shortly after it was purchased. My account with Conn's required that I have insurance. This insurance was included in the financed amount/my monthly payments. I filed the claim in February of 2014. The insurance company approved the claim and paid Conn's directly for the amount of my claim in mid March. I owed Conn's roughly $1,360 and the insurance settlement was approximately $1,547. This resulted in a credit balance of $187. To date, I haven't received my $187. Initially I was told that I needed to go to the store and pick out a new computer to replace it. After asking the right questions I realized that I did not have to buy another computer through Conn's and that I could just get my money (the $187 credit balance) back. So, I purchased a computer elsewhere. I was told (2 or 3 weeks ago) by Conn's that they would apply the insurance payment to my account and then send me my $187. Again, I've yet to receive my money.

I've been checking my account online almost daily. My account still shows that I owe Conn's $1,360 (two + months and they still haven't corrected my account balance?!!?). Anyway, after becoming increasingly frustrated, I contacted Conn's again today. I was told that the insurance payment had been applied to my account and the $187 I owed was going to be applied to another account I have with Conn's?! Do what? First they tell me that I'm going to receive a check and now they are telling me they are going to apply it to my other account? How can they even do that?

After speaking with them about this they now tell me that they will send me my money IF I send them an email saying I want a refund via check rather than having them apply the money to my other account. I sent them an email today and supposedly I will get my check next week. We shall see.

Granted, it is only $187 but how can they be allowed to do this? Why is it ok for them to hold onto my money for over 2 months? Why can they just randomly apply my insurance money on a stolen computer to my other account (that was for a mattress, I believe)? Why did they first tell me they'd refund my money and then just decide to apply it to my other account?Desired Settlement: I'd like my money refunded ASAP. I'd like for them to change their procedures. And shouldn't they actually owe me some interest for hanging onto my money for over 2 months? Again, yes it is only $187 but I'm just one person. How many customers do they have? How often and how long do they hang on to others insurance claim money?

Business

Response:

On May 28, 2015 you provided the following

information:

Thank you for the opportunity to respond to [redacted] complaint. We have researched and [redacted] complaint and

found his issue has been addressed and resolved. Our records show on 5/25/15, a check

request was submitted in the amount of $187.00 for the remaining balance of his

insurance credit. We ask that [redacted] allow 5-7 business days to receive

his refund check. We sincerely apologize to [redacted] for the experience

and any inconvenience that has been caused regarding this matter.

If we may be of further

assistance, [redacted] may contact our Customer Service at [redacted]

Kind regards,

Kathryn [redacted]

Review: I had two accounts with Conn's 1 1/2 years ago. I had a dispute about the balance, which took them several months to clear up. I satisfied the balance they told me I owed, and haven't heard from them until the last few weeks. They claim I owe an additional $34.00 plus dollars from late fees. The final payment was on hold because of the dispute, and the person told me to hold off on the final payment until she came up with the correct amount. She finally calls and tell me what to pay for a final payment on my last account that was open. I never heard anything else until now, and they are harassing me every hour on my home and cell phone.Desired Settlement: I desire that this company be compelled by their employees to audit my account, and help their inefficient and unprofessional staff stop calling for money I do not owe them. Also, I do not want this company to enter me as bad credit. I would be insane to allow 34.00 ruin my credit, but it is the principle involved.

Business

Response:

Thank you for the opportunity to respond to MR. [redacted] concerns regarding account #121869533. Mr. [redacted]

stated he paid the full balance on account #[redacted] in September 2013, and he

has started receiving collection calls as of July 1,

2014.

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

retail installment contract on June 21, 2012. Mr. [redacted]’s invoice balance on the account

was $1499.40. He

paid a total of $1160.61, leaving a remaining balance of $338.79.

Due to the confusion regarding the account balance, we

will offer Mr. [redacted] a goodwill concession for the remaining outstanding

balance and close the account. We have not reported any negative credit

marks to the credit agencies concerning this account.

Mr. [redacted] will receive a close-out letter within 30

business days to retain for his records. We value Mr. [redacted] as a customer, and sincerely apologize for any inconvenience he has

experienced due to this matter.

Consumer

Response:

From: [redacted]

Sent: Friday, July 04, 2014 11:25 AM

To: drteam

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

Dear Revdex.com: Thank you for your intervention on such an inferior matter. I will accept the offer of this company (Conn's) to proceed with other important things in my life. Although it is inaccurate, I will accept their offer. Again, thank you for your promptness in this matter.

Respectfully,

Review: We bought a refrigerator and it was delivered damaged. We were offered a 20% discount to take the damaged refrigerator, and we did. It has been six months and we have paid off the refrigerator but have not received our 20% discount OR the $79 "free delivery" fee that we paid for a total of $259. I have attached my letter to Conn's in the additional details section

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

I want to be given what I was told I was going to get. A 20% discount for taking a damaged refrigerator.

Business

Response:

Thank you for the

opportunity to respond to Mr. [redacted]’s complaint. Our records show on 2/**/14,

Mr. [redacted] purchased a Frigidaire refrigerator with a 24-month Repair Service

Agreement Plan and received delivery on 2/**/14. After further review and

research, we found there was a delay processing the concession to Mr. [redacted]’s

account. Conn’s has agreed to honor Mr. [redacted]’s request to receive a 20%

discount on the refrigerator and refund the delivery charge totaling $259.98;

please allow 7-10 business days for processing and to receive a check by mail.

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

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

Kind regards,

Review: I had a 12-month no interest cash option contract I made the last payment on the account to pay the furniture off on August 15 via Conn's website. I made the payment exactly how I had made the previous 2 payments. I previously had another checking account stored on the website and in June I changed the checking account number because the previous account had been closed. Made my June and July payments with no problems out of the new checking account number. I make this last payment to pay off the account and for some reason the website picked up the old checking account number that had been de-activated in Conn's website. I received a email stating that my payment had not cleared and called right away because I noticed that they were trying to take the payment out of the wrong account. I called several times and was told each time that everything was okay, the acct was paid off and closed. Still the payment had not been deducted from my checking acct so I called again and told them that they were taking it out of the wrong checking account number and I needed to get it corrected. I was told on a couple calls that now I had to wait for the acct to be re-opened before I could get it corrected. And they charged me a $25 NSF fee which I was told in previous calls that I would not be charged. I waited for the account to re-opened and expressed my concerns about the expiration of the cash option and still I was told everything would be okay once the account was re-opened. August 29 rolls around and still nothing was done. I called in again and explained once again what happened and that I needed to get this taken care of so the acct could be closed out. The rep this time told me that I could go ahead and input the information over the phone and make the payment out of the right checking acct but that my conns acct was still not re-opened. So On Sept 2 the account was re-opened and all the interest is now added to my account. Almost $400. I have called many times to try and get this straighten out and finally paid the $25 NSF fee that I should not have paid in the first place and was told the acct would be sent for review but no guarantees that the cash option would be restored that I may have to pay the interest. I was also told because I did not make my payment until Aug 29 that I missed out on the cash option because it expired on the 27th. I tried several times to get this straightened out and get the payment to come out of the correct checking account number prior to Aug 27 and no one would help me. I just kept getting I had to wait. I have never been late and always paid more than double my payments. My history is clean with Conn's.Desired Settlement: The account needs to be closed out and the interest removed. I paid the furniture in full.

Consumer

Response:

This letter is to inform you that Conn's has carried out to my satisfaction the resolution it proposed for my complaint, filed on 9/12/2014 1:09:56 PM and assigned ID [redacted]

Regards,

Review: We purchased living room furniture and a [redacted] with wall mount from Conn's on [redacted]. All purchases were paid for in cash, up front. We paid an additional $[redacted] to have professional installation of the wall mount and tv. A day or two after installation, we noticed that the full-motion wall mount did not function properly so we contacted Conn's for repairs. After two weeks, several phone calls, an in person visit and a promise from [redacted], assistant manager, to refund the installation amount, our problem still was not solved. Both the manager, [redacted], and asst manager [redacted], promised us phone calls to follow up on the issues, but we never heard from them. We contacted corporate customer service twice and no one followed up with us. The installation company refused to correct the problem and we still have not received our refund. We eventually hired a handyman and paid him $** to correct the wall mount.Desired Settlement: We want a refund in the amount of $[redacted]. We were told by our sales person, [redacted], that tax is charged on the installation, so we expect $[redacted]% tax and an additional $** that we paid to the handyman.

Business

Response:

Thank you

for the opportunity to respond to [redacted]’s complaint. Our records show on [redacted],

[redacted] purchased a LG 65” television and elected Conn’s TV wall mount

installation service. After further

review and research, we confirmed [redacted]’s television was not installed

correctly by the installation team. Conn’s has agreed to honor [redacted]’s

request and issue a refund in the amount of $[redacted] for the installation fee.

[redacted] may visit the Conn’s location where she originally purchased her

products to process the refund back to her [redacted]. We sincerely apologize

for any inconvenience [redacted] experienced regarding the installation service

provided by Conn’s.

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]. we were told by assistant manager [redacted], that a refund could not be processed in the store and that he would have to send an email to the corporate office requesting a refund and that within 7 to 10 days they would send us a check.we are willing to make one more attempt to get our refund in the store but we do not believe that they will honor it. If they could have processed a refund to our [redacted] in the store why didn't they do that a month ago when we first requested it? if we are not satisfied with the outcome of our attempt to get our refund in the store we will file another complaint. additionally we find it an inconvenience to be expected to return to the store, wait around for them to find the manager, if he's in, and then put up with their excuses and false apologies while they dilly dally processing our refund. we don't actually find the solution very acceptable because it is a waste of our time and energy and resources but if this is all the store can manage we will make one more attempt.

Review: One piece of the leather sectional was damaged during delivery on [redacted] 6, 2014. The delivery person offered to return the piece to Conn's, have it repaired or a 10% refund on the damaged piece. We accepted the 10% refund (price concession of $100.00) and was told a check would be mailed. As of [redacted] 14, 2014, no check for said refund has been received. We have emailed Conn's, made phone calls and I have been to the store regarding this issue. When I went to the store to inquire about the $100 refund, I was told the delivery people were not Conn's employees and it was not Conn's issue (the delivery men wore shirts with Conn's logo on them). I was then told a check would be mailed, again in 2 weeks -- that was 6 weeks ago and still no check has arrived.Desired Settlement: For Conn's to honor their agreement to refund $100.00 for damages during delivery.

Business

Response:

Thank you for the opportunity to respond to [redacted] complaint regarding the $100.00 concession that he was offered at the time of

delivery. After researching [redacted] complaint we found his refund check was mailed on [redacted] 21, 2014. Unfortunately, our system did not show the

correct zip code therefore, his refund was mailed to the wrong address. The postal service returned the check to the sender

because they were unable to forward. Conn’s

would like to apologize to [redacted] for the error and the delay in

receiving his refund. We have corrected the address and remailed his refund check

to the address as shown on the Revdex.com complaint.

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

at [redacted].

Kind regards,

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.

Review: Dear [redacted]:

I am writing to you to express my disappointment with Conn’s Appliance, your delivery services and [redacted] in [redacted] lack of customer service. When I was approved for $2,500 credit, salespeople blew my phone up for 2 weeks trying to get me into the store to purchase from you.

I went into [redacted] on 11/21/14 with great expectations of finding what I needed a washer and dryer. I telephone ahead of time to find out what kind of discount prices you had on washers and dryers. I spoke with [redacted] who assured me that he would be able to assist me and to ask for him when I came to the store. Even though he would be off hours, he said he would wait for me.

[redacted] did assist me and convinced me to purchase the product that same night because I had been approved for $2,500.00. I looked around the store and found a loveseat and vacuum to add to my purchase. I was able to take the vacuum that evening (11/21/14). We set up a delivery for the following weekend (Saturday, November 29, 2014). I waited all day Saturday 11/29/14, made arrangements for the washer and dryer I had in my apartment to be removed, rescheduled and made adjustments to have my home ready for these new purchases. Also, I inconvenienced other people to assist me for this delivery.

At 6:00 p.m. Saturday no telephone call from the delivery person and no show. I called the Store to find out what happened. I asked for [redacted] and he looked the order up and came back to tell me the delivery was cancelled, of course I was very upset and asked why no one had called me to inform me it had been cancelled. After expressing my disappointment in this lack of customer service and asking why no one called me to inform me I was told they could get it delivered on a weekday (Wednesday). I told them this would not work and I wanted the items delivered the next day Sunday. He proceeded to investigate and then came back to tell me the dryer was on back order. [redacted] was unable to get the items delivered for Sunday upon my request. I then told him to cancel my order completely.

I felt [redacted] had to have known the dryer was on backorder during the sale. He was so concerned with making a sale he neglected to take it further to see if all of the items were available for the scheduled Saturday delivery.

I came to the store the next day (Sunday, November 30, 2014) to cancel my order and get my cash refund of $200.00 and was told that the store could only refund up to $50.00 cash and I would have to wait 7-15 days for a check to be mailed and that a 15% restocking fee ($27.00) would be deducted from my refund for the vacuum.

Page Two

The store manager “[redacted]” apologized and did not have a reason why [redacted] provided such poor customer service and why he did not call me. [redacted] never made an attempt to come over and speak to me about this incident. I was told he was busy helping another dissatisfied customer. However, he was all over me trying to get the sale, making suggestions on why I should put my money down that same night (I left and went to ATM to get the cash deposit). Telling me that the washer and dryer may not be on sale if I wait. To say the least, I am very disappointed in Conn’s lack of customer service, appalled at your refund policy not to give me the cash back you wanted the day I purchased the items and being lied to that if I called customer service I could get my refund sooner.

I was told by the Store Manager to call the customer service no. to request my refund sooner (he lied). I telephoned customer service immediately and I spoke to [redacted] for over 30 minutes explaining the situation. She kept apologizing however insisted that it was company policy, she could not expedite my refund check due to company policy. I find that hard to believe, since Conn’s messed up in the very beginning. The lack of empathy for your customers is very disturbing, especially since you wanted me to give you a rating of “5” on my experience with Conn’s for the customer satisfaction survey call. No solutions or compensation to me for the inconvenience.

I will never recommend Conn’s to any of my family, friends or co-workers, even though a family member referred me to Conn’s. I really expected more from Conn’s and now I would recommend that you remove any terms of “guaranteed great customer service” from your pamphlets or marketing advertisements. You failed in divulging your refund policy, you failed in not following up with delivery on items purchased, and you failed in not trying to make compensation or adjustments to make up for your lack of customer service.

I will contact the Revdex.com to give you a “0” rating with detailed explanations.

Dissatisfied Customer,

[redacted]Desired Settlement: Full refund of $200.00 not a 15% restocking fee of $27.00 which was deducted from my cash deposit.

Business

Response:

Thank you for the opportunity to respond to [redacted]

complaint. Our records show on11/21/14, [redacted] purchased

a [redacted] high efficiency washer and dryer, [redacted] loveseat, and a

[redacted] vacuum. [redacted] elected to pick up her vacuum from our

[redacted] location and elected to have her washer, dryer, and loveseat

delivered.

[redacted] was scheduled for delivery on 11/29/14; however her delivery was not completed due to the products

purchased was on back order. After researching [redacted] complaint we

found there was a lack of communication regarding her scheduled delivery; [redacted] delivery was postponed because the items were not available and

delivery could not be completed. [redacted] contacted her sales

representative; during the conversation [redacted] expressed her

dissatisfaction and requested to have her items delivered for the following Sunday. [redacted] was informed the delivery could not be

completed due to the items still on order; at that time [redacted] requested

to cancel her purchase.

[redacted] invoice was cancelled with a 15% restocking fee for

the vacuum she received. Our records show on 12/03/14 a refund check in the amount of $173.00 was mailed to [redacted]. As a goodwill gesture [redacted] restocking fee of $27.00 will

be refund in 7-10 business days. We sincerely apologize to [redacted]

for the experience and any inconvenience that was caused due to the lack of

communication.

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

Customer Service Department at[redacted].

Kind regards,

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.

I appreciate the acknowledgement that it was poor communications on Conn's part and that I will receive a full refund on my deposit (less restocking fee). I would hope this will be a heads up for salespeople to follow up with their customers and inform them on delivery issues. Also, when you reach out to customers, don't call their home when you know they work and you have their work no. to call them there. I have been receiving numerous telephone calls from your District Manager leaving messages on my home phone when I am at work. If you really wanted to contact me you have all my numbers and could have spoken to me at work. However, I do appreciate the effort to call.

Review: Conn's Furniture

On [redacted] I called Conns and reported that the table is broke and that some of the backs of the chairs are messed up.They called me back on [redacted] to schedule repair. I told them that I would need repair after 430 because I work until 4. [redacted] called back and told me he scheduled me for 12- 2 I told him I couldn't be there then he was rude and said that he was not changing the schedule time, I would have to call Conn's and reschedule I told Conn's to please not send the same man [redacted] as he was very rude. THey said they talked to [redacted] and that [redacted] would not be coming out. [redacted] assured me that they would be out after 4:30 and that they would call [redacted] or [redacted] to schedule. They called [redacted] and scheduled it, when the man got to my house it was the same rude man [redacted]. He told me he couldn't fix my table and that he would have to report to his supervisor and that Conn's would have to replace the whole table.[redacted] I was contacted and told that the rail of the table is not covered by warranty. I told them to come and pick the merchandise up to be told no that it is yours. I am not paying for merchandise that broke before 90 days. I am also paying for extended warranty and they are playing around. I was put on hold by [redacted] this morning then [redacted] transferred me to repairs after I asked for complaint department, then [redacted] asked me to repeat address and phone number several times and told me that was not the information she has. then told me she was with customer service and would transfer me to complaints to once again be transferred to repair at that time after 15 minutes of them playing games I told them I would handle it another way.

The same thing happened on [redacted] when I called I was hung up on three times and the 4th time when I asked for a supervisor they made me verify all my information then put me on hold for more then 10 minutes then the supervisor put me on hold and contacted [redacted] and I was told they would be sending somebody out besides [redacted]. The man from [redacted] might have been at my house 20 minutes.Desired Settlement: I either want a new table or a refund of money and they can have their broke merchandise.

Consumer

Response:

I have not heard back from them except for a [redacted] that called and wanted feed back on a service order that was never completed as of today still nothing has been done ([redacted]). I have requested a copy of all payments credited to my account and I still have not received that either been 3 weeks waiting. When I called on [redacted] to see if my statement and pictures and form to cancel this insurance that's costing me way to much [redacted] said she would be glad to mail them out. For all the different types of insurance they have available on my account to be cancelled I have to submit a copy of my homeowners insurance .She said it could take two weeks for me to gst the stuff I have requested.They still continue to put me on hold and pass the call to half the floor. A really unhappy customer to say the least.

Business

Response:

Review: PURCHASED A NEW STOVE END OF [redacted] - MADE A SERVICE CALL TO CONNS IN DENTON TEXAS ON [redacted] THE REPAIR MAN WAS LATE BY A FEW HOURS SAID HE NEEDED TO ORDER A PART AND HE NEVER DID THAT. WE FOUND THAT OUT AFTER WAITING 2 WEEKS TO HEAR SOMETHING ABOUT IT. AFTER REPEATEDLY CALLING CUSTOMER SERVICE A TOTAL OF ABOUT 40 TIMES AND BEING PUT ON HOLD AND EACH CALL LASTING A MINIMUM OF 20 MINUTES EACH TIME, BEING TRANSFERED SEVERAL TIMES, DISCONNECTED SOMETIMES AND HAVING TO START ALL OVER. SOME CALLS LASTED 45 MINUTES WAITING FOR ANSWERS. AFTER BEING TRANSFERED TO THE RESOLUTION DEPARTMENT AND WAITING FOR [redacted] TO RETURN MY CALL WHICH HE DID NOT, I CALLED AND WAS TOLD THEY WOULD EXCHANGE THE STOVE BUT CHARGE ME A DELIVERY FEE OF $79 FOR A PRODUCT THAT THEY SELL AND CANNOT SERVICE SO THIS IS THEIR ISSUE AND IT WILL COST ME AN ADDITIONAL $79, NO THANK YOU. DO THE RIGHT THING AND DO THE EXCHANGE AND DONT CHARGE ME TO DO IT. THE WAY I SEE IT MY TIME IS VALUABLE AND I WASTED QUITE A LOT OF IT TRYING TO GET ANY ANSWERS ABOUT THIS PRODUCT THAT THEY SELL BUT CANT GET PARTS FOR. APPARANTLY CONNS DOES NOT LIKE TO FOLLOW THROUGH OR RETURN CALLS.Desired Settlement: JUST WANT THE CUSTOMER SERVICE ISSUE MADE AVAILABLE TO OTHERS SO THEY KNOW ONCE CONNS GETS YOUR MONEY FOR THE PURCHASE IF YOU NEED ANYTHING ELSE YOU WILL BE ON YOUR OWN, UNLESS OF COURSE THERE IS MORE MONEY TO BE MADE FOR THEM.

Business

Response:

Review: My husband and I have been going back and forth with Conns ever since we signed the contract in May of this year. We declined/removed extended warranties for the products we purchased. After speaking with 10-15 employees (District and [redacted]s included) from Conn's, the problem still isn't solved. Everytime we call the Lake Worth, TX store, we have to explain the situation again, and again and again. The last time I spoke with the [redacted] (Now [redacted]) he said the current contract would be closed and a new one would be open, one that's removing the warranties, which would bring the balance down, which would decrease the monthly payment. We are still waiting for that Manager to call us back. I called and spoke with [redacted] from the Corp office today. He said he didn't see notes in the system stating that and doubts that Conns would do anything like this. He advised that we should make a payment to bring the account current, and the past due will be rolled to the back of the loan. I told him, his notes are old and we are way past that at the local store. He advised that I call the Lake Worth, TX store and resolve it. I called Lake Worth, TX store and spoke with [redacted] and [redacted] barely knew what was going on, so again I explained. He said he will pass my information on to the Manager and to have the Manager call back. I advised [redacted] that we are still waiting for the Manager to call us from when we spoke with him about a week ago, I'll hold for the Manager. Well, [redacted] disconnected the call. I called right back within 30 secs and spoke with another Rep and asked for [redacted], the new rep said [redacted] is in a meeting. I told the rep, I just got off the phone with [redacted] within 45 seconds ago. He said if I can leave my info, he will have [redacted] call me back after he's out of the meeting. Still waiting....Desired Settlement: We would like done, what the [redacted] (now [redacted]) said would be done; close old contract and start a new one with the corrected/updated balance, monthly payment, warranties being removed and negative credit reporting removed and cleared.

Business

Response:

Review: I called Conns on [redacted] to payoff my appliance ,I asked for the payoff which the rep gave $1,267.98 ,this is the payoff that the rep gave me ,I asked if I had a payment on file already set up for payment to come out ,the rep stated no ,well this payoff posted then another payment came thru for $130.64 pending for [redacted] which I set up on [redacted]-this is the [redacted] payment .So I contacted Conns they told me they would research and they never did ,so I placed a stop payment on the payment so when I did this they started calling me asking for a payment I contacted them and let them know I payed off the account on [redacted] so how can I owe this payment they were like we will review the call to see if we were wrong with the payoff,well days went by everytime I CALLED IT WAS A DIFFERENT LIE no one was trying to help me they just wanted my xtra funds,I received a email from lady named [redacted] saying Review [redacted]- payment made on [redacted]- returned on [redacted]- which cause to account to re-open. I will mail customer payment history. The is no overpayment customer owes balance. Now I never missed a payment yet receive a payment history she lied they did sum fraud to make me look bad .So I keep getting collection calls along with late fees and possible hurting on my credit score due to their negligence ,So I posted a ck for [redacted] for $130.64 the guy said he will send for late fees to be removed which I don't believe cuz all the bullcrap from my payment mishaps ,ticket#Desired Settlement: I need my payment that set up for [redacted] to be canceled for them to take their lost if their agent gave wrong payoff ,own up to their mistakes stop tryn to screw people . I want my late fees credited for my inconvience

Business

Response:

Review: I paid off my account with Conn's in [redacted]. However when I paid my account the accounting department did not drop the insurance. They are saying I owe $909.00. I do not owe this money! Now it has damaged my credit. I have sent my information on my home owners insurance 8 times and nothing has been done. I have talked to the manager at this location and personally took information to location. Still nothing has been done. I receive 10 phone calls a day on this matter. I am tired of the harassment!!! Someone from Conn's needs to step up and take care of this.Desired Settlement: I want this to come off of my credit! I work very hard and don't want to be discredited for Conn's mishaps in accounting or customer service. If this does not stop I will file harassment charges.

Business

Response:

Review: Went into Conn's in July to look at mattresses after finding one I liked sales rep advised me of a similar model on clearance. I was interested in the new item was because it was a floor model. [redacted] advised me that I had a warranty with manufacturer and warranty with Conn's if anything were to go wrong advised me to apply to discus finance options. I was told my available credit with Conn's would be $2000 and I would qualify for 1 full year of interest free financing. I went ahead and acknowledge that I wanted the mattresses and as setup account began [redacted] informed me that due to the reduced priced mattresses I would only qualify for 6 months, unless I added another product to put me over $1000. Didn't want to add another product but after talking with him looking around I decided to add on a Home Theater System with put me well above $1000, as he was adding the theater system on the account I asked about shipping and [redacted] advised there would be no charge and we proceeded. Upon finalizing the contract [redacted] disclosed to me that I would have to pay for shipping, I immediately objected and told him that he promised me free shipping. He then said the system would not allow him to offer that, and he apologized. He offered to personally deliver the mattresses that night in his truck after he got out of work. I agreed that would be fine, and from that point to the final signature, he advised me that he would probably not be able to take them to my house. And it would be best for me just to pay for the delivery, which I would get a rebate for in the mail, and plus anything that would happen to my mattresses during the delivery would be Conn's responsibility. I agreed and signed the contract. I never received a rebate offer, and on 2/*/14 I went into my local Conn's to see about a pay off amount to pay off with my income tax. The amount seemed higher than my personal calculations. I questioned it, and the representative advised me that I was only interest free for 6 months.Desired Settlement: I feel like [redacted]'* sales tactics are not ethical, he cons you into getting more product to save money but falsely related the information that I would have been in a 1 year interest free time period. I am extremely upset, that the store manger serg, would not help me, and basically told me it's hear say. I want a refund of the accumulated interest they back charged me as well as the delivery fee that was added to my account without a rebate and I want my 1 year as promised.

Consumer

Response:

Still have not heard anything from company

Business

Response:

Review: I have several issues with Conn's but the system only allowed me to select one. The first issue is that I have called on several occassions after learning that Conn's added a warranty of $60 to a allegedly free tv that they gave me with the purchase of a bedroom set. I called in and spoke to someone who advised me to go to the store and fill out a form to request a removal of the warranty. I visited the store and filled out the forms because I was informed that every item that I purchased had a warranty. The forms were faxed to the warranty dept and I was given a copy. This was done on January 19th. I have called in and spoken with several people and refaxed copies of the requests to cancel the warranties and no one is able to assist me or provide me with documentation that the warranties have been cancelled. Another issue that I have is that I have requested for 11 months for one of my due dates to be changed on one of my accounts from the 3rd of the month until the 15th as I was unemployed and started a new job. Each time a representative takes my payments on the 15th and ensures eme that the due date will be changed. I have even spoken with several managers who have told me the same. I finally spoke with a manager who tried to collect lae fees from me and I explained that I had requested a due date change. The manager then tells me that the due date cannot be extended until to the 15th but they can change it to the 13th. I asked for the change to the 13th to be processed and this was 6 weeks ago and the change has still not been done. Also I made 2 payments in the same month for a lap top that I purchased with Conn's in December and skipped the Jan payment. Today (Feb 26th) and rep calls me and tells me that the lap top is pastdue. I advised that I made a payment by phone of 02/19. The rep locates the payment in the system and tells me that she will submit a help desk ticket to fix the account and I will have to call back about a late fee. Why am I being charged a late fee in the first place?Desired Settlement: I would like documentation showing that the warranties that I have requested to be cancelled have in fact been cancelled and the dates in which they were cancelled. I would like the payment history for each of my accounts. I am also requesting removal of the late fees that have accumulated on the account in which I requested the due date change because each month I was told that it was being requested and not told until last month that the due date could not be extened to the 15th which was fin.

Business

Response:

CASE ID: [redacted]

Thank you for the opportunity to respond

to Ms. [redacted] complaint. Our records reflect that Ms. [redacted] purchased furniture

and received a free television via invoice # [redacted] on 11/3/12 with extended

warranty on all the items (Please see signed invoice). On 1/22/14 Ms. [redacted]

faxed in the warranty cancellation forms (See request to remove

warranty/insurance) to remove the extended warranties from her products. The

cancellations were processed on 1/23/14 (SMA Pro-rated Worksheet) and credited

to her account on 1/24/14 (Payment History).

Also, Ms. [redacted] has made several

request to change her payment due date. Ms. [redacted] was informed that her account

must be current to be approved for a due date change. These requests were submitted

at times when the account was past due. However, the due date was changed to the

13th day of the month as of January 2014.

If we may be of further

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

Kind regards,

Conn’s Customer Relations

Consumer

Response:

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

I am not satisfied with the response regarding the due date change. I paid the account every month on or about the 15th thinking that the due date change request would be honored as I was told by several reps and managers whom took my payments by phone. Since they were aware of the request when the payments were made over the phone and I was told that request was being submitted and the account was NO longer past due when a payment was made, I feel that it is resonable that Conn's removes some of the late fees added to my account.

Regards,

Business

Response:

CASE ID: [redacted] Rebuttal

Thanks for the opportunity to respond to Ms. [redacted] rebuttal. It is our policy that due date changes are permitted on current

accounts only. The first request for a due date change was received on 10-12-13.

The due date change request was processed and denied prior to payments posting

to Ms. [redacted] account. As a goodwill gesture we will submit a concession to

Ms. [redacted] account for $29.67. However, late fees accrued prior to 10-13-13 will

remain on the account.

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

directly at [redacted]

Kind Regards,

Conn’s Customer Relations

Review: O 02/12/2014 I purchased an Asus Vivobook Notebook from Conn's. I brought into the store around the 27th or 28th of February. The computer stopped working completely. From the start, the touch screen & the spacebar was giving trouble. The spacebar wouldn't space the words. They sent it into repair around the 5th of March. The report summary has it was repaired on 03/13/2014.I got it back around the 24th or the 25th of March. Before I got it back, I called to see why it was taking so long to be repaired. They kept giving me other phone numbers to call & different people to speak with. The Wednesday before I got it back, a tech called me & told me it was repaired & I should get it back the following Friday or Saturday. I called my local Conn's the Friday & was told they would call ME when they got it back. I called the Saturday & was told there was no truck that came in that day. It probably wouldn't be in until the next Saturday. The spacebar was not repaired. It still does the same thing & now the touch screen doesn't work. Today is April 6, 2014. I called & spoke to a manager at my local office this morning. He said it would have to be sent off again for repair. I need the computer & can not wait another month for repairs. I told him that was bad business & I wanted another computer. I also told him I would contact you guys or an attorney. He told me he couldn't give me another one. I asked if I would return it to him because I didn't want it & he said it would go against my credit. They could not take it back nor exchange it. If I returned it I would still have to pay for it.Desired Settlement: I want it replaced or return it & it doesn't ruin my credit.

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted] complaint. Our records show on2/12/14, Mrs. [redacted] purchased an Asus Vivobook Notebook with a 37-month Repair Service Agreement totaling $1,356.23. Our records show on 3/02/14, Mrs. [redacted] contacted us regarding her notebook; stating it was freezing and stuck on a purple screen. Mrs. [redacted] was advised to bring her notebook in to be serviced. A service call was scheduled on 3/08/14; upon the inspection the technician found a hardware failure. Mrs. [redacted] notebook was sent to the manufacturer for repairs and on 3/20/14, the hard drive and mother board was replaced, the notebook was tested and everything tested okay. On 4/07/14, Mrs. [redacted] contacted us stating the notebook touchscreen was no longer working. A service call was scheduled on 4/09/14; however Mrs. [redacted] was redirected to a remote technician to troubleshot issue by phone. Upon service call the technician found Mrs. [redacted] needed training on several topics and resolved her issues; the technician attempted to contact Mrs. [redacted] for an update on her notebook but was unsuccessful in their attempt. On 4/14/14, Mrs. [redacted] notebook was brought back into service due to the touchscreen not working, touchpad not responding, and the spacebar was not working. On 4/17/14, the technician tested the notebook and found the touchscreen works on and off, the technician attempted to restore the software; however this did not resolve the issue. As of 4/17/14, Mrs. [redacted] notebook was submitted for a repair review for a possible exchange through the manufacture. We will contact Mrs. [redacted] with more information within 3-5 business days regarding the decision on exchange.

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

Review: I bought a stove from Conn's over a year ago. I paid them off within the 6 months so, I wouldn't get charge the interest. GE were then ones that financed it. I got a phone call from Conn's saying I owe on the stove I paid off. I have my receipt showing I have a zero balance. I called GE Money who originally financed this stove.Desired Settlement: I just want them to get this straight. I made sure I took the time to go & paid every month. Why would they wait till May of 2014 to start calling. I paid this OFF in Sept. of 2013. The bill had to paid off by Oct. of 2013. I purchased the stove in April 2, 2013. I will NEVER buy anything else from CONN'S any more.

Business

Response:

Thank

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

#[redacted]. According to our records Mrs.

[redacted] signed a 24-month retail installment contract with Conn’s on

April 2,

2013. That contract included a 6-month no-interest

promotion.

The

balance due by the end of the 6-month no-interest financing offer totaled

$797.12. This included the invoice total

of $779.30 as well as $17.82 due for property insurance. Mrs. [redacted] remitted 5 payments during the

promotional period totaling $550.00 leaving a balance $$247.12 remaining on the

account.

Mrs.

[redacted] did not receive communication on the account balance because she

remitted the payments totaling $550.00 during the promotional period and the

account was paid current. The next payment was not due until on the account

until May 5,

2014.

The

current balance on Mrs. [redacted]’s account as of May 9, 2014 is

$434.49. Please note the payoff balance

on the account updates daily. If Mrs.

[redacted] would like to remit the payoff balance, she would need to call the day

she plans to pay the account in full for an up-to-date payoff quote.

Review: I purchased a bedroom set there at cons and its been a complete nightmare.I bought this back in feb 19 and when I opened furniture the rail where damaged I called them and opened ticket and had the repair center order me a new set of rails promised in two weeks I would it,waited and waited and month passed and nothing so I decided to cancel my warrantie and return furniture but they told me no refunds were alowed.they told that to get back with them in three day so I called back and they had no answer its been the same answers since feb. I finally got an answer and I dont know what to do they told me I was pretty much out of luck that I had cancel my warrantie and that there was nothing they could.I dont know what to all I want it to get me rails replace I am paying for this bed so its not fair for me to be dealing with this I have manufactured warrantie on this furniture. please help meDesired Settlement: exchange of rails

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted] complaint. Our records show on 2/19/14,

Mrs. [redacted] purchased a Nijarian Metropolitan bedroom set which included six pieces

with a 48-month FurnitureGard Plan on all items. Our records indicate Mrs.

[redacted] made her purchase and elected store pick up from our El Paso, TX

location. Mrs. [redacted]’s was instructed to inspect all her merchandise prior to

pick up; Mrs. [redacted] signed her invoice stating all her merchandise was

received in good order. Mrs. [redacted] contacted us on 3/21/14 stating the rails would

not connect to the headboard or footboard. A service call was set-up on 4/3/14;

upon inspection the technician found the bedrails were damaged; Mrs. [redacted]

informed the technician the rails were damaged out of the box. Our records show

on 4/8/14, Mrs. [redacted] cancelled her FurnitureGard Plan and a credit of $225.76

was applied to her account. On 4/9/14, Mrs, [redacted] was contacted and informed

that the damage reported was not covered under the FurnitureGard Plan due to

the merchandise was picked up by Mrs. [redacted] and signed stating all merchandise

was received in good order. At this time we are unable to honor Mrs. [redacted]’s

request to exchange the rails due to the reported issue was not covered under

the FurnitureGard Plan; Mrs. [redacted] merchandise is now only covered under

manufacturer warranty.

If we

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

Kind regards,

Customer Relations