Conns Appliance, Inc.

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 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: Purchased washer/dryer set 3/21 delivery 3/23/15. Washer never worked. Followed company protocol via customer service but to no avail. No one ever came out. Keep getting run around. Purchase price $1400.00. Over ten calls made still nothing

Business

Response:

Thank you for the opportunity to respond to [redacted]

complaint. Our records show on 3/21/15, [redacted] purchased a [redacted] washer and dryer both with a 48-month Repair Service Agreement. [redacted] washer and dryer were delivered on 3/23/15; she signed her delivery

ticket acknowledging she received her products in good order.

We reviewed [redacted] complaint and found she

contacted our service department on 3/30/15 stating her washer fills with water

when turned off. A service appointment was schedule with a certified 3rd

party technician ([redacted]) to assess the washer however; the

technician informed us [redacted] was not available when he attempted to

contact her to schedule an appointment which has caused a delay. We verified

with the technician that [redacted] service appointment has been re-scheduled

for 4/16/15; once the technician assess the washer we can determine what further

actions are necessary.

We have included a copy of [redacted] signed

delivery ticket with our response.

If

we may be of further assistance, [redacted] may

contact customer service at [redacted]

Kind

regards,

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: 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: We called to request a payoff amount during the third month of a 6 month no interest acct. We were given a payoff amount of $[redacted] of which we promptly paid the next day. A year and a half later, we started receiving calls from Conns collections saying that we owed approx. $[redacted] At first, we were told that from the time we were given the payoff amount until the time they received it, interest occurred and that was the reason the acct was not closed. I reminded them that there was no interest. Someone from Conns was supposed to call me back in a few days. After a week, no one called so I called them back. Then I was told that we were given the wrong payoff amount and that it was our responsibility to know how much we owed instead of calling and asking them. The payoff amount we were given was wrong by $*.Desired Settlement: I would like the acct closed. I owe nothing since I paid the amount that I was told we owed. I would like to stop receiving calls. I would like all negative information concerning this matter removed from credit reporting agencies.

Business

Response:

Thank you for the opportunity to

respond to **. [redacted]’s concerns regarding account #[redacted]. **. [redacted] stated he was given a payoff quote

of $[redacted] which they paid off and he has since started receiving collection

calls. **. [redacted] also stated he had a

6-month no-interest finance promotion.

According to our records, **. [redacted]

signed a 30-month retail installment contract on [redacted]. This contract did not have a 6-month

no-interest financing promotion. We do

not have record of **. [redacted] contacting either our automated system or our

customer service department to obtain a payoff balance. On [redacted] remitted a

payment of $[redacted]. This payment did

not satisfy the remaining balance owed on the account at that time.

**. [redacted] did not receive a

monthly statement because he has a payment booklet on the account. He also did not receive additional correspondence

on the account because it was in paid ahead status. Therefore, the next payment wasn’t due on the

account until [redacted]. **s. [redacted]

called on [redacted] stating she received a letter in the mail regarding the

account. She was notified at that time

that there was an outstanding balance on the account and the next payment would

be due on [redacted].

The total amount financed by **.

[redacted] was $[redacted] This amount

included an invoice total of $[redacted] and an insurance total of $[redacted] Finance charges equaled $[redacted] for the life

of the contract which brought the total to $[redacted]. **. [redacted] paid a total of $[redacted] which did

not cover the financed balance.

As of [redacted] the current

payoff balance is $[redacted]. This includes

a past due balance of $[redacted]. Please

note the payoff balance updates daily.

If **. [redacted] would like to pay the balance in full, we ask that he

contact us the day he plans to submit the payment for an up-to-date payoff

quote.

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: April and May 2014 was reported 30 days late to credit bureaus.

The item Conns Credit Corp is inaccurate because I have never been 30 days late as being reported. The payment was made electronically by check on May 18, 2014, on the Conns website. It posted to the account on May 19th. The ACH did not come out of my checking account until May 20th. On the Conn’s payment website it states, “ it may take up to three days to post onto the account.” This proves that I did make the payment before the 19th of May. I am requesting that the item be deleted to correct the information. This is an ongoing issue since June 3, 2014. On July 7, 2014 I spoke with a representative named [redacted] she stated that Conn’s submitted a request to credit bureaus to remove 30 day late notice.

I later received a letter stating that Conns Credit Corp will not remove the 30-day late marks on my credit report. They also sent me a copy of the ledger showing only when the payment was posted on May 19th. I have proof that the payment was made on the 18th of May for April payment.

They also reported my May 2014 payment 30 days late. [redacted] informed me, Conn’s representative, that the request was submitted to credit bureau to remove the negative information. After following up I found out that it was not done. I am requesting that the item be deleted to correct the information. It would have been 30 days late if it was paid on June 19, however, on the receipt was paid on the 14th.

I am very disappointed with Conns Credit Corp, as I have been a customer since July 1, 2009. I have paid off a total of five accounts and never being late. Its very sad to see this how they treat their long time good paying customers

I also have letters and receipts as proof of these claims.Desired Settlement: I wish for both 30 day late payments to be removed.

Business

Response:

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

concerns regarding account #[redacted].

[redacted] stated he assessed a negative credit mark

in April and he has never been 30 days late on the

account.

According to our records, [redacted] processed a payment

in the amount of $205.87 on May 18, 2014.

The confirmation [redacted] received stated the

payment was scheduled to process on May 19, 2014. This payment was past due as of April 18,

2014.

We

are obligated to report factual information to the credit bureaus and are unable

to remove the negative credit marks earned by [redacted]. We have attached a copy of the payment

confirmation as well as the payment history for [redacted]’s records.

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 very disappointed in the incomplete response to the complaint filed. Conn's did not respond to my complaint fully. They only responded to a payment that was made on the 30th day not passed the 30th day. They went on to say that the were obligated to report factual information, however, that is not true. They have reported a previous account, that I had a few years ago as 30 days late and had to remove the mark from my credit report. As for the complaint, a Conn's representatives informed me that as long as I don't make a payment after the 30th day I should be okay with no negative marks on my credit. So I assumed that the account was fine until I checked my credit report. I immediately called a Conn's representative about my April payment and I was told that she did not see a 30 day late payment and to send my information to your 30 day error department for removal. I waited a few weeks for resolution and saw on my credit report and they had reported May as well being 30 days late. This is not fair credit reporting practices. I have attached correspondence and documents to support my claims along with the receipt for May's payment which was paid four days before the due date. Because of Conn's error my credit score has dropped as well as the limits on some of my credit accounts due to the reporting of inaccurate information.

Review: We were given false information to make a sale. When discovered we were told it was too late to do anything about it. Now we are forced to pay for item we would have never purchased if truth was known. We are having to pay more than excepted monthly. All they can do was talk to the employee regarding his actions. We were also lied to about delivary date. As a customer we were just pushed out the door given no options, unable to return item as well without penalty fees. I do not feel like this business should be allowed to function in such manner.Desired Settlement: Revise contract to what were told, making our monthly payment lower as expected.

Business

Response:

Thank you for the opportunity to

address Mr. [redacted] concerns regarding his account. Mr. [redacted] stated he would like his contract

revised and lower the monthly payments on his account.

We are unable to locate an account

with the information that was provided by Mr. [redacted]. If Mr. [redacted] can provide and account number

or an invoice number, we will be glad to research his concerns further.

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 had an overall horrible experience purchasing and paying for my appliances. The situation was made worse when after having my account settled I received a phone call 10 months later that there is a balance I am late on. I spoke to a manager Feb 2014 and agreed to accept a settlement offer. My business with them should have been complete but I received a collection call in Dec 2014 stating I was past due on payment for insurance that was declined at the store and canceled after I realized I was still billed. I then checked my credit report and Conn's never closed the account or 0 the balance as promised.Desired Settlement: This account should be closed with no balance.

Business

Response:

Thank you for

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

#[redacted] stated she paid

a settlement amount on the account and it should be closed.

According to

our records, [redacted] agreed to a settlement amount on the account of

$2000.00 That amount was paid on February 8, 2014. The account is closed with a zero balance.

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

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. Please update my credit report to reflect that this account was closed as of 2/8/14 because it is currently showing closed in 2015. Thank you.

Review: On [redacted] I purchased two Sofa’s, a Chair and Ottoman from the Conn’s Furniture location in [redacted]. My salesperson was [redacted] who is also the Assistant Store Manager. The furniture was delivered on [redacted]; a few minutes after the delivery was complete I noticed that one of the sofas has a nail or screw protruding from underneath the leather. I reported the defect to [redacted] within 5 minutes of the delivery personnel leaving. I was told by [redacted] not to worry, that he would contact the warehouse and make sure we had a new replacement sofa the very next day, [redacted], or the latest by [redacted]. By [redacted] no one from the warehouse had contacted me nor delivered the replacement sofa. I called [redacted] and he told me that he would look into it. Over the course of the next couple of weeks I made several calls to [redacted], almost every time, not matter the time of day, I was told that he was out to lunch and that he would call me back. He never did call me back.

On [redacted] after making several more calls to him that day, I showed up in person to the store in [redacted]. After waiting on him for almost an hour I was finally able to speak with him. He told me that he never received any of my messages and was surprised that the sofa had not been replaced already. He told me that he had emailed [redacted], the Delivery Manager and [redacted], the Assistant Delivery Manager back on [redacted]. He told me that he will follow up with them and that I should do so as well. Two days later on [redacted] I get a call from the warehouse to schedule an inspection of the defective couch. The next day, [redacted], I received a phone call and a visit from [redacted], a Conns contractor sent by the warehouse to document the defect. He took pictures with his electronic tablet and advised me that I would submit his report and I should hear back in about a week about getting a replacement couch delivered.

On [redacted] I receive a call informing me that my 1st payment is due. I made the payment but I honestly feel that I should not have pay until you replace the sofa. I asked for an update on the replacement sofa and they told me that there was no record of anyone having ever come out to inspect the sofa. They advise me to call customer service to start a repair claim. I make several more calls to the [redacted] and [redacted] on [redacted] but they are never returned. Finally on [redacted] I get another call from the warehouse to schedule an inspection of the defective sofa. Today is now [redacted] and [redacted] with [redacted], a 3rd party representative for Conns showed up to inspect the sofa, he took more pictures and told me that he will submit his report and I should be contacted in about a week. He also informed me that most likely the sofa will not be replaced anymore but instead the nail will be hammered in and the leather patched up.

I feel that this is unacceptable, since I purchased new furniture that is what I expect to have, not a patched up defective sofa. It is also unacceptable that I have to make any payments without this issue resolved. I request that my contract be amended to become effective on the day you finally deliver the replacement sofa. Additionally, it’s unacceptable that I've had to make over 30 calls already and this is not resolved. It’s unacceptable that your employees dodge calls and don't call customers back. It’s unacceptable that you lose reports that inspectors have filled. It’s unacceptable that it’s been 41 days since I reported the defective sofa and I'm nowhere near getting it replaced.Desired Settlement: The sofa needs to be replaced immediately. My contract needs to be changed to become effective on the day the new replacement is delivered. An appropriate credit for wasting my time should be applied to my account.

Business

Response:

Thank you for the opportunity to respond to [redacted]’s complaint. We researched [redacted]’s complaint and found her complaint has been resolved. As of [redacted]’s sofa has been exchanged and delivered in good order. We sincerely apologize to [redacted] for the experience and any convenience that was caused as a result of delay and the lack of communication. If we may be of further assistance, [redacted] may contact Customer Service Department at [redacted]. Kind regards, [redacted]

Consumer

Response:

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

[Provide details of why you are not satisfied with this resolution.]The sofa has not been replaced with a new one. The delivery personal did show up but they delivered a sofa that was in worse condition than the first one. We did not accept it. Also, there is also the matter of account credit for two months now on this defective sofa. I should not have to pay for a sofa that I cannot use because I've been waiting for a proper replacement.

Regards,

Review: company demand payment on fraud account and never done business with said company, company violates FDCPA and FCBA...dispute Vality of debt per 1692g ...request copy of original contract /application of whom unauthorized account opening,never gave consent to any account...NOT MY ACCOUNT/ ID FRAUD...FORMAL FRAUD FTC COMPLAINT FILED AND WITH "CONSUMER FINANCIAL PROTECTION BUREAU"Desired Settlement: CLOSE FRAUD ACCOUNT AND NEVER CONTACT ME AGAIN.....stop all calls and notices per FDCPA 1692c Communication w/ debt collectors..I WILL NOT PAY COMPANY ONE DIME

Business

Response:

Thank you for the opportunity to respond to [redacted] concerns regarding phone calls he has received regarding a Conn’s account. We have determined this account belongs to another customer with the same name and [redacted] was linked to the account in error. We have placed a cease & desist on the telephone number associated with the phone number provided by [redacted]. In the event [redacted] receives any further calls from Conn’s, we ask that he contact us immediately so we may address the matter further.

We sincerely apologize for any inconvenience [redacted] experienced concerning this matter.

Review: A Samsung Galaxy Tab S was purchased on july 3rd 2014 and from the begining it started to have issues until a software update was needed. The tablet had to be rebooted and it would not load it would only turn of. I contacted conns to have it exchanged. Conns does not have a technician on site, yet I was told over the phone that it would be exchanged. Its been almost a week and conns have not made a resolution yet.Desired Settlement: I just wanted it exchanged.

Business

Response:

Thank you for the opportunity to respond to Mr. [redacted] complaint. Our records show on 7/3/14, Mr. [redacted] purchased a Samsung tablet

with a 1-year limited manufacturer’s warranty. On 7/10/14, Mr. [redacted] went

into Conn’s located in El Paso, TX stating the tablet shuts down on its own and

wanted to exchange the tablet. Mr. [redacted] was advised that we could send the unit

into service and have a technician assess the repair needs or he could exchange

the unit with a $129 exchange fee. Mr. [redacted] did not want to send the unit

in for service and left the store with the tablet. As of 7/25/14; Mr. [redacted]

has not returned the tablet for service to have a technician inspect the unit. At

this time we are unable to honor Mr. [redacted]’s request to exchange the tablet

due to he has not allowed service to assess the units repairs needs. Although

Mr. [redacted] has exceeded the time frame to exchange the unit, Conn’s is willing

to extend the Return and Exchange Policy and allow Mr. [redacted] to exchange the

unit within 14 days with a $129 exchange fee.

If we may

be of further assistance, Mr. [redacted] may

contact Customer Service at [redacted]

Kind regards,

Customer Relations

Consumer

Response:

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

When I arrived at the store on July 11th I was never advised of such fees. I was told that a ticket was needed for any returns or exchanges. The manager was extremely rude as he did not wanted to take the time and explain the process. I have called almost every day since this happened to customer service. Conns response is without merit as they are not researching the issue at at hand.

Regards,

Business

Response:

Thank you for the opportunity to respond to Mr. [redacted] additional complaints. In our previous

response Mr. [redacted] was advised that we are willing to extend the Return and

Exchange Policy and allow him to exchange the tablet with the $129 exchange fee

as stated in the policy. An exchange fee

is charged on all exchanged merchandise unless the original merchandise has

been inspected by a Conn’s service technician and is found to be defective or

the original merchandise fails within 24 hours of purchase. Since Mr. [redacted] has refused to allow a

Conn’s service technician to inspect the tablet and determine if it is

defective, we are unable to honor his request.

Mr. [redacted] may visit the store to send the tablet in for inspection or

for an exchange with a $129 exchange fee.

If we may

be of further assistance, Mr. [redacted] may

contact Customer Service at 1-877-358-1252.

Kind regards,

Customer Relations

Review: My name is [redacted], well my story begins when I started receiving calls on an account that was current and is still current. A lot of of calls like 90 plus. So I started calling Conns and they said well they did not know why I was getting these calls and they would send it to review, which I did not understand you are viewing my account and you see that I am current. So more and more calls keep coming mine you my account is still current. So I finally got through to Corporate office thinking I was going to get some resolution to this problem, So I was referred to a Ms. [redacted] "Customer Relations" well I called her 7-8 times no response from her then I called and got through to a Ms. [redacted] in review and she told me that she was sorry and she would take care of it and no further calls would be made to me but if one came through ignore it. "Really" suggesting just don't answer my phone. Of corse I did get another call. Long story short not only did I get phone calls but I got a "Demand Letter". These accounts are still current so I started calling Ms. [redacted] and [redacted] last Monday, of course no response just kept leaving voice mails I call these 2women I know 30x since Jan. 17th 2014. I pulled my credit report last night and what do I see 'CONNS' 120 days plus pass due. I just can not believe this. My account was never pass due 120 days. I have not even had the account but 6mths. And now my credit is jacked up. This should have never gotten to this point. I want this off my credit report NOW. I am so very mad and disappointed with this whole experience. I work in customer service that's why I was trying to work with these people just to find out these people are not working. This is totally unfair to me and my 'CREDIT'. And they will tell you that my account is current and it was current and has always been current so where did this120plus days pass due come from. This is 2014 it does not take 5-6 months to fix this matter this is their fault and they need to fix my credit NOW.Desired Settlement: DesiredSettlementID: Other (requires explanation)

Fix my credit report meaning take that off and make sure it's off. And fix my account showing that I am current and make sure I do not get any more Demand Letters and phone calls. My accounts are current and have been and that is what it should show. I don't want to hear we are working on it or it's under review. You are viewing my account and payments I did not just make them they where there all this time. Thank you for your time. Ms. [redacted]

Business

Response:

Thank you for

the opportunity to respond to Mrs. [redacted] complaint. Mrs. [redacted] has been contacted regarding her concerns and the necessary corrections

have been made to the account and credit bureau. In addition, Conn’s

credited both of her accounts one payment for the delay and inconvenience.

If I may be of further

assistance, Mrs. [redacted] may contact me at [redacted]

Kind regards,

Customer Relations

Business

Response:

Thank you for the additional opportunity to respond to Mrs. [redacted] concerns regarding her accounts. Mrs. [redacted] has been contacted regarding her concerns and the necessary corrections have been made to the account and to the credit bureaus. We have provided Mrs. [redacted] a copy of the corrections. In addition, Conn's credited both of her accouts one payment for the delay and invoncenience. Her next payment cycle is scheduled for May 20, 2014 and she will need to resume payments at that time to avoid any further credit marks. Please note it can take 30-60 days for the credit bureaus to update Mrs. [redacted] credit file.

We value Mrs. [redacted] as a customer and sincerely apologize for any invonvenience she experienced concerning this matter.

Consumer

Response:

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

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

Regards,

Hello, I do not accept this resolution because I am trying to get a house and this is very bad on my credit report and I have to wait for the credit bureau to update their system and clear this off my record when it should have never ever been there in the first place. I called Ms. [redacted] and Ms. [redacted] for over 2 months before time trying to get them to take care of this account that was not late and was current. At one point I told Ms. [redacted] that I was concerned about this going on to my credit report because it was taking so long. She promised me that I had nothing to worry about. So for them to try and make me wait by myself,for the credit bureau to make "Conns" mistake right is not my fault or the credit bureau. I was not trying to get them to pay my account for me, I was paying my account when they just neglected to respond to it and fix what ever "They" did wrong. So I think they should wait and pay as I had to wait and pay on an account they refuse to correct before they let go to the credit bureau. And see,how long do they have to pay until someone update their system. Because apparently It took "Conns" 4 months to update theirs. To just screw up my account and let it go to this point and then say well, I guess you just have to wait for the credit bureau now. It's not our fault , Now it's the Credit Bureau fault Ms. [redacted] credit is jacked, we did all we can. Really? I asked anyone involved with this account and what happened in this situation ,And you where trying to by a house how would you feel? Paying on an account that is current and being paid on, and the business let it go to the credit bureau 120 days plus unpaid with plenty of notice that this account needed to be corrected due to something they where doing to it because I was paying it. No this is not good enough I want it off and you pay as long as it is somewhere "credit bureau" it should have never been. For all I know It could take as long as it took Ms. [redacted] and "Conns" or longer who knows. It's not fair and they are not doing me any favors I was already paying my bill. But, yet here we are. So now they want to put it on the credit bureau and just say oh well Ms. [redacted] we done all we can ,sorry we screwed you , So now just wait on the credit bureau to fix our mistake. I should have to wait and pay on an account that is sitting in negative status at the credit bureau. That not right, And they are need to do better. Not just for me but all their customers that are paying and is in need of some "Customer Relations" way before someone else has this problem. Ms. [redacted] could have prevented this had she just answered or returned any of my calls over 20 to her and at least10-20 to Ms. [redacted]. They did' nt even get serious until I had to file with the Revdex.com that is ashamed. I will be letting the COO-CFO-CEO of 'Conns'. Know about this. While I'm waiting for 2-3-4-5 months while my account sit there and how it got there , and my disbelief of the whole matter and the treatment I received by the people they have in position to handle , what started out to be something simple that they messed up on their end and neglected, ignored or just said oh well she'll never know we did'nt fix it, as many calls as your associates called me. Oh , by the way I already contacted your COO-Mr. [redacted] and Mr. [redacted] is next and then Mr. [redacted] and I will be sure to give your name Ms. [redacted] (Customer Relations) ex.[redacted]. If I'm going to wait alone, I will be writing faxing calling ,e-mailing until they know what I just went through with their company and now I have to wait to get my house or anything else. Carrying a letter around with me is totally unacceptable. I paid and waited while someone fixed their mistake or the clique in the system or while the system was updating for 4 months, You put me there, credit bureau, and now you still want me to pay on an account that is sitting at the credit bureau you let get there. No, you pay as long as it's there. That is the resolution I want , to be made whole and credit in tact, like it was before a purchased anything from your store. I already told you I would not be satisfied until it was off "Completely Off) that is not asking for to much. Please froward this to Ms. [redacted] (Customer Relation). Thank you for your time, Ms [redacted]

Review: I went in to Conn's in [redacted]TX, the [redacted] location. I purchased a laptop and a 75 inch [redacted] Tv. I told the Sales person, I wanted the tv with voice control and motion control. He assured me the [redacted] series tv was what I needed, and sold me extra accessories to ensure the tv worked as I wanted. His exact words were I would need a sound bar and the [redacted] package for the tv to work as desired, so I purchased all of these things. Once I got the tv home and set everything up, of course the motion and voice control options do not work. As I read over the manual it says I need a separate camera for motion control and no option for voice control.

I call the store for them to tell me I need a special remote for these features to work and it is a separate accessory. So I asked why I wasn't told about that when I was told about all the other options as far as accessories, when I SPECIFICALLY asked about these tv options.

I was told to call corporate, because they could not help me. Once I called corporate I was given the run around for hours, to only be told I need to be the remote and it's not their issue. So I said, I would return the things I bought because I was sold them under false pretenses, and then I was informed I would still have to pay the restocking fee.

I spent over $4,500.00 with them for warranties and products I purchased.

Did they offer to give me the remote for their deceptive practices? NO!

Why should I have to pay to return something, that was sold to me with LIES??!?!?!

On top of this, I had previously bought things from Conns with no problem, I was telling friends about them, now I will deter anyone I know from buying from this company.

I am in total disbelief.Desired Settlement: I would like for them to provide me with the necessary equipment, or take back all equipment with no fee for returning their products.

Business

Response:

Thank you for

the opportunity to respond to [redacted] complaint regarding a purchase

made under the name [redacted]. Our records show on [redacted]/14, [redacted] purchased

a [redacted] 75” [redacted] TV (with a 49-month Repair Service Agreement).

After researching [redacted] complaint we found she was misinformed

regarding television features. Due to the information that [redacted] was

given; Conn’s has agreed to honor her request to exchange her television

without a restocking fee. We attempted to contact [redacted] regarding

her concerns and exchange approval, but we were unsuccessful in our

attempt. [redacted] may visit her nearest Conn’s location to

re-select a new television; [redacted] will need to take back her old

television to initiate the exchange.

If we may be of

further assistance, [redacted] may contact [redacted] at ###-###-####.

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: On [redacted]2014, I purchased $3431.47 worth of leather furniture from the Conn's store, in [redacted] TX. At the time,the salesman sold us on an insurance contract,at $449.98+ taxes for a sofa & loveseat. After reading the contract, it didn't cover the supposedly damage that the salesman's told us-pet damage, so we called him back the next day but he was off. We called the following day & he told us we needed to talk w/ [redacted] BUT he was not working. He then said we had a basic 1 year coverage anyway. Tried again with no luck, so in [redacted], after Labor Day, within the 30 days allowed, I mailed back the contract, w/a letter, requesting cancellation. To date, I've never received my refund. On [redacted], I called the 877# given & spoke w/ [redacted], she simply transferred me to Conn's insurance, who transferred me to customer service. They apologized & advised that all I needed to do was return to the original store & they would give me my refund. Went there on [redacted] they refused & instead had me fill out a cancellation request BUT it would be less, since it was NOW over 30 days. I explained myself that I followed their rules & now they are falling to abide by them. I called customer service back, they confirmed my the plan was cancelled & my account credited. I then told her I had no account, I paid CASH. She apologized & would have someone call. To date, still no phone call or more importantly - no refund! HELP!Desired Settlement: Refund in full, including the taxes I was charged!I'll never step inside another Conn's, again!I went there because I shopped there before & preferred a company I could deal w/ direct. Jesus, was I ever disappointed! I should have just gone to a regular furniture store.

Business

Response:

Thank you for the opportunity to respond to [redacted]

complaint. Our records show on[redacted]14, [redacted] purchased

a [redacted] furniture set which consisted of two pieces (sofa,

loveseat) with a 48-month [redacted] Plan on both pieces; with [redacted]

qualifying purchase he received a free [redacted] LED TV. [redacted]

elected to have his items delivered; we show [redacted] delivery was

completed on [redacted]14.

We show [redacted] later contacted his sales representative

regarding the [redacted] coverage. [redacted] expressed his

dissatisfaction towards the coverage and requested to cancel the

[redacted]. Our records show [redacted] was cancelled

on[redacted]/14 and a full refund was processed.

After researching [redacted] complaint we found his refund was delayed

because we needed his original credit card to apply the credit to his

account. We spoke with [redacted] and as of [redacted]/14 the credit of $487.10 has been processed to [redacted]. We ask that [redacted] please allow 3-5 business days for

the credit to post. We sincerely apologize to [redacted] for the

experience and any inconvenience that has been caused.

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

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.

Thank you, once again, Revdex.com! Your the customer's best friend!And, also to Conn's ** for settling this matter.This all could have been avoided, if the [redacted] store, had done what, I was originally directed to do by Conn's [redacted].

Review: On [redacted], I purchase a recliner for my wife, when they deliver the recliner. The recliner was broken when delivered. I immediately phoned Conns Store, and advise them of the broken recliner. They said they will fix issue. AS of today they have not tried to resolve the issue, so I took it upon myself to deliver the recliner at the following address, Conns Furniture and Electronic[redacted]. They have taken so long to repair, and no need to repair I purchase a new recliner not a used recliner. Therefore, I do not want for Conns Furniture to billed me for something that was delivered broken or item was already broken when delivered.Desired Settlement: I no longer want the recliner, I just want them to refund at 100%, without hurting my credit.

Business

Response:

Review: On 7/25/15 called Conn's Repair Service [redacted] about window units[redacted] A/C not working. Called again on 7/28/14 and service man came out to look at 18.5/16K window unit and stated it needed free-on, and that he didn't do the free-on someone else had to do it from warehouse. Called Conn's on 8/5/14, 8/6/14, 8/11/14(two service men from Conn's removed 18.5K C/16K H from my home to bring to warehouse to repair, 8/12/14(called), 8/13/14(called), 8/14/14(called and was transfered to Mr. [redacted] in [redacted] warehouse). On 8/20/14 service man came and look at 5000 BTU and stated that it was not fixable and I had to call service department to have it replaced since I had a warrant on it. On 9/2/14 I was told that 18K/16K BTU was lost in transit. On 9/19/14 was given # [redacted] to speak with Mr. [redacted], and was told to call back, and at 2:53 pm I spoke with Mr. [redacted] 9/19/14. 9/22/14 called 409-842-2190 with no answer to what's going on with my unit. On 9/23/14 called at 3:36 pm nothing. On 9/30/14 spoke with [redacted] and was transfer to service, still no results. 10/1/14 at 10:06 am called [redacted] spoke with Mr. [redacted](he stated that he would speak with [redacted], and that they had gave them the okay to swap out unit for one that matched the one that I had). On 10/08/14 I had my ex-husband called Mr. [redacted] about my window unit and he told him that they were working on it, and I would get reimbursed for unit because they could not find unit to match mine at their warehouse. On 10/22/14 called Mr. [redacted] and he gave me corporate's # [redacted] and I called person who I spoke to would not give me her name, stated that someone would call me. On 10/23/14 at 2:53 pm called customer service again, and spoke to [redacted] and she gave me a ticke [redacted] On 10/30/14 called customer service and spoke with [redacted] and she gave # [redacted] to call. Called [redacted] on 10/31/14 and was given the [redacted] # to call spoke with [redacted] 11/03/14 callDesired Settlement: Would like to be reinbursed for [redacted] that I had purchased from Conn's 8/14/11 for $529.99 with 48 month repair service agreement that expires 08/14/2015 for $199.95. I have been waiting since 7/25/14 till now, and still haven't got good results. Was out of my window unit for my son's room for 3 months.

Business

Response:

Thank you for the opportunity to

respond to Mrs. [redacted] complaint. Mrs. [redacted] has been contacted regarding her concerns. After researching her complaint we found

there was a delay replacing her air conditioner. Conn’s has agreed to issue Mrs. [redacted] a refund

for the replacement value of $529.99 for her 18K BTU heat/Cool air

conditioner. Mrs. [redacted] is aware the

refund will be mailed within 7-10 business days.

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

Customer Service 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: [redacted] Conns came out to fix my refrigerator the ice maker is not working correctly the repair man told me that he would have to order a part to fix it and would be back in 5 to 7 days .We have called many, many times only to be lied to and told they would get back to us and they never do or that the part has not come in yet .We paid for the extra warranty and have only had this refrigerator since [redacted] they wont help us all we get are rude people and liesDesired Settlement: I just want my refrigerator to work correct whatever it takes a replacement or to fix the one I have

Business

Response:

Thank you

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

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

Agreement. On [redacted], **. [redacted] contacted us stating the refrigerator only

dispenses crushed ice. A service call was scheduled for [redacted]; upon inspection

the technician found parts needed to be ordered for repairs. Our records show

the parts needed to complete repairs were on factory backorder and originally

scheduled to arrive on [redacted] however; there was a delay receiving all the

parts which did not become available until [redacted]. Our records show we have

received all necessary parts and **. [redacted] is scheduled to complete

installation on [redacted]. We sincerely apologize for any inconvenience **.

[redacted] experienced as a result to the delay.

If

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

Kind

regards,