Conns Appliance, Inc.

Review: I received an ad from Conns in the mail offering 10 percent off and 12 months free financing if I use my Conns pre approved credit line for being a loyal customer. The salesman spoke highly of a more expensive smart tv than The tv I selected. I was told I would get 12 months free financing and 10 percent off my purchase as the mail ad represented. When I got home I found the TV would not turn on after plugging in the tv. I was told to call a Conns service repairman to come out and see if the TV could be repaired? I was told I could not return the TV unless I agreed to pay interest and a restocking fee. I fought for 3 weeks,finally corporate said they would exchange the TV. I did not want to purchase the same TV Brand. Corporate gave me a gift card for $100 for my time and trouble. I was instructed by corporate to pick out another tv of my choice and they would have a store mgr deliver it from their San Antonio warehouse. Same financing and terms applied. I picked a tv that was slightly more $ but felt good with the 10 percent off ,12-months free financing and $100 gift card. However, I was sold a tv out of the box from a local store, it was dropped off with a neighbor , the store mgr called explaining he could not wait to deliver at the scheduled time. It took me a week to figure out how to put the stand on the tv to support the tv to plug in. The tv needs an update which I have yet to figure out.I received a copy of the contract in the mail that did not reflect the 10 percent off and the gift card was shown as a down payment .The interest rate was changed from 20 percent to 22.9 if I failed to pay as agreed. The total amount owed was incorrect. the tax, the exchange amount,etc. I called to report this to corporate who assured me it would be corrected. This is still not correct. I have paid the full amount for the TV plus $9 dollars to ensure I did not owe financing. I have received 20 plus calls a day stating I owe $300, $226,$148, different amounts each call, new terms,interest etc. I was instructed to fax a copy of my contract and payments made corporate. I have not heard from corporate and continue to receive robo calls. I have been transferred from one collector to the next 4x -same story. I was told I will not get to speak w corp as they are not avail and what they have on their screen is what I owe. ?This is an injustice to Texas consumers rights. Dishonest sales mgrs. Deceptive trade/ sales practice. Harassing robo calls, defective used products. Misleading and false advertising. Conns has threatened to ruin my credit if I don't agree to their blackmail. I am happy to take this to the attorney generals desk for his support.- This was my 4 th TV purchased from Conns. I have referred family and friends. No more. Lesson learned. How can a company do this to good paying repeated customers?Desired Settlement: Paid in full stamped on my account . Stop the collection calls and repair damage done to my credit with GE, ASAP !

Business

Response:

Thank you for the opportunity to

respond to Mrs. [redacted] concerns regarding her account. Mrs. [redacted] stated she purchased a 55” T.V

and was supposed to receive 10% off and her account should be paid in full.

According to our records, Mrs.

[redacted] signed a 13 month retail installment contract. That contract included a 12-month no-interest

financing promotion. Mrs. [redacted] television

did not qualify for the 10% discount because the television was already on

sale. The original price of the television

was $2499.99. Mrs. [redacted] purchased the television

for $1699.99. The 10% offer excludes

sale items and is only valid on our regular everyday low prices.

Mrs. [redacted] invoice total was

$1740.24, due at the end of the 12-month no-interest financing promotion. Mrs. [redacted] paid a total of $1514.90. This left an invoice shortage of

$225.34.

As of August 5, 2014 the current

payoff amount on the account is $459.47.

This includes a past due amount of $304.98. Please note, the payoff amount updates

daily. If Mrs. [redacted] would like to pay

the account balance in full, we request she call the day she plans to submit

the payment for an up-to-date payoff quote.

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,

My original purchase was for $1400 the tv was defective and would not turn on Conns refused a full refund and gsve me the option to exchange for another TV. This TV was not on sale but was higher than competitors, not only would they not price match and offer 10 percent off now they lie about the price and contract terms and the amount which I have paid for the tv to date. They offered 10 percent off and 12 months free financing. My contract was not typed in the store but mailed to me. I have sent conns copies and bank statements as this was paid from checking account. Conns is flat out deceptive and continue with this practice with Revdex.com and attorney general. Conns opened a line of credit with GE bank without my consent. I have confirmed this with GE bank. I plan to turn Conns over for credit fraud!I have have paid 3 tv off from Conns dating back 2008, paid in full. My paperwork and credit history will provide plenty of paper trail to prove Conns has full knowledge of their deceptive business practices. I have 2 witnesses to these transactions. Conns owes me over $193 to date. If this is not resolved I will ask for damages and attorneys fees as well. I do not owe Conns any $ money. They are trying to collect for commission and restocking fees. Conns cannot possibly get their story straight they don't have the paperwork that I have. I received a forged invoice from their collections dept. Clearly not my signature. The totals do not add up on their fake invoice. Very unprofessional. Conns are Crooks!

Business

Response:

Thank you for the additional

opportunity to respond to Mrs. [redacted] concerns regarding her account. Mrs. [redacted]i stated according to her records,

she has paid her account in full, but we are still showing an outstanding

balance. She also stated she chose a TV

that was slightly more expensive, but felt good about her choice.

According to our records, on June

24, 2013, Mrs. [redacted]i’s original signed retail installment contract totaled

$1461.35. This amount included $1299.99

for a 55” TV, $49.99 for a power center, and $111.37 for applicable sales tax. This

contract created account #[redacted]

On July 29, 2013, Mrs. [redacted]i

exchanged the $1299.99 TV and upgraded to a TV that cost $1699.99. The amount financed on the second signed

retail installment contract totaled $1840.24.

This amount included $1699.99 for a 55” TV, $49.99 for the power center,

and $140.25 for applicable sales tax.

Mrs. [redacted]i applied a $100.00 credit to the account which brought the

amount financed to $1740.24. This

contract closed account #[redacted] and created account #[redacted]

The invoice total of $1740.24 qualified

for our 12-month no-interest financing promotion; however, the balance was to

be paid in full by July 29, 2014 to avoid assessing interest charges. Mrs. [redacted]i paid a total of $1514.90 which

left an invoice shortage of $225.34.

This amount was not paid in full by July 29, 2014 therefore Mrs. [redacted]i forfeited

the 12-month no-interest financing promotion.

Mrs. [redacted]i was not charged a

restocking fee to exchange the first television. The first account was closed when the second

account was created. We have attached a

copy of the second contract signed by Mrs. [redacted]i, accepting the terms and

conditions of the contract.

As of August 22, 2014 the payoff

amount due on the account is $464.47.

This amount includes a past due balance of $309.98. Please note, the payoff balance updates

daily. If Mrs. [redacted]i would like to pay

the balance in full, we request she contact us the day she plans to submit the

payment for an up-to-date payoff quote.

Review: I purchased a 70inch television back in [redacted], I had the television for 2 weeks and then it stopped working, I called the number that was given to report the problem, it then took about one week for the technician to come out and take it a look at the tv, the technician said the television needed to be replaced. I then called cons to check the status of the claim, they told me it would take 7-10 days, by this time 4 weeks had passed by, I had to keep calling to get the status because I never received a call from them. Finally I was able to get information on the status and they had decided to give me a store credit of roughly $[redacted], I bought a 70inch television for about [redacted] on sale, when I called the store to check if I can get another television for the same price, they told me there was no television for the price, so pretty much I had to down size and pay double the money, as when I came in and bought the guarantee they said if the television was ever to brake they would replace it for the same product or fix it if it was repairable.Desired Settlement: I would like to get a replacement for my television the size size, as I was promised.

Business

Response:

Thank you for the opportunity to

respond [redacted]’s complaint. Our records show on [redacted] purchased a [redacted]

70” 3D Smart TV with a 49-month Repair Service Agreement totaling

$[redacted] purchased his television as a floor model sold as

is from our [redacted] location. After reviewing [redacted]’s complaint

we found she contacted us on [redacted]; stating her television has

audio but no picture. A service call was scheduled for 8/11/14; during the inspection the

technician found the television panel needed to be replaced. On 8/11/14, [redacted]’s service

information was sent to the manufacturer to be reviewed for a possible

exchange; [redacted]’s exchange was approved on [redacted] was given a

credit of $[redacted], which is the original amount paid. As of [redacted] has not selected a

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

initiate her exchange.

If we may be of further

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

Kind regards,

Review: I purchased a washer and dryer from Conns in [redacted] in June of 2013. I chose to pay off my purchase with no interest by the end of June 2014. I paid off the washer and dryer in May;(before the June deadline) in order to NOT incur interest. I called to get the exact amount of the payoff from Conns service center in [redacted] TX, which they stated and confirmed the payoff to be ($1,000.24). I further clarified that the amount given to me was including the $189.24 credit insurance described in the promotion letter, and was told (yes it was).The dryer just recently stopped working. I paid for an extended warranty and while going through a very difficult time with their customer service to get the issue resolved, my husband went into the Conns store where we purchased the w/d to speak to the manager. When he pulled the account information up, it showed a balance of $800 in incurred interest. Conns never sent us a statement that said we owed anything else. They were going to wait until 2015 to let us know that they were charging us interest on a product we already paid in full by the terms of the agreement I signed. This is dishonest forgery, and should be illegal to get away with. Our record clearly shows the $1,000.24 payoff amount in full clearing our account in May, well before the June 5, 2014 cut off date. Something needs to be done about the way Conns is scamming customers out of their hard earned money. I will never trust nor will I ever purchase anything from Conns. We are living in a nightmare trying to get this issue resolved, and besides the money scam, no one has bothered to follow up, follow through or be sent out to look at our dryer for over a week now. My time is just as valuable as anyone else's, and dealing with these issues is costing me hours of unnecessary work.

Product_Or_Service: LG

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

Replacement dryer and $800 feethey say we owe in interest on two products that were paid in full BEFORE the deadline of the 12 month interest free agreement.

Business

Response:

Thank you for the

opportunity to respond to Mrs. [redacted]’s complaint. Our records show on 6/05/13, Mrs. [redacted] purchased a ** high efficiency washer and dryer from us with a 24-month Repair Service

Agreement on both items and elected to have her items delivered. Mrs.

[redacted] was scheduled for delivery and received her washer and dryer on6/06/13 in good order.

Mrs. [redacted]

contacted service on 8/14/14 regarding her dryer; stating the dryer would not turn on and

the panel was blinking. We attempted to schedule Mrs. [redacted] for service;

however due to Mrs. [redacted]’s location a provider was not available.

Therefore, Conn’s agreed to exchange her dryer under the terms and conditions

of the Repair Service Agreement; the exchange was approved on 9/09/14. Mrs. [redacted] was

given a credit of $809.99 which is the original amount paid to re-select a new

dryer. We show Mrs. [redacted] has reselected and is scheduled for delivery

on 9/12/14.

In regards to Mrs.

[redacted]’s account, we have researched the account and found there was an error

processing her final payment; the error has been corrected and we are

processing Mrs. [redacted]’s account to close as agreed. Mrs. [redacted] has been

contacted regarding her concerns and she is aware of the account status.

In addition Conn’s has offered Mrs. [redacted] a $100.00 gift card as a gesture of

goodwill.

If we may be of

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

Kind regards,

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,

Review: I have purchased a zero gravity massage chair for me and my [redacted]. I have only paid one payment and the chair left me stuck in zero gravity. I almost wasn't able to get out of the chair. I called customer service and they told me someone would contact me. After 3 days went by no one contacted me. When I called back and again they said someone would call me. Finally that evening someone did call back. They told me it would be three weeks before someone could come out. Then today talk to someone at the help desk and they told me when the tech comes out if they have order parts that could be another 30 days. If this how you treat long time customers and endanger me or my [redacted] who has [redacted] this will be the final time I ever spend money at conns and make sure my friends and family don't shop there. I know about customer service I have been a OPS Manager for a billion dollar world wide company for [redacted]. If we treated our customer like this we would be out of business.Plus the reset button wouldn't work so my question is what if the chair had been squeezing my [redacted]'s leg and broke. What then? The Tech finally came out and said there was nothing he could do to fix the chair after 3 weeks of wait.Then I be getting the run around with customer service. They hung on me 4 times today.Desired Settlement: First off I have spent 1000's of dollars at Conn's. Second the service was slow and unorganized. Me and my [redacted] spent hours waiting for them to get the paperwork complete. Third I bought this chair because my [redacted] has [redacted] not for pleasure. My question is what if the chair would of hurt one of us. I don't believe Conn's is taking this very seriously. I will not pay for chair that doesn't work. I dont want another chair and this one need to be picked up and our $200 payment needs to credited

Business

Response:

Thank

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

show on [redacted],

[redacted] purchased a [redacted] base massage recliner and a [redacted] backrest

massage recliner with a 48-month Furnituregard Plan on both recliners.

[redacted] elected to have his chairs delivered; [redacted] was scheduled for

delivery and received his recliners on [redacted] in good order.

[redacted] contacted our service department on [redacted] regarding both recliners; stating

the recliners were frozen/stuck up in zero gravity. After reviewing [redacted]’ service history we found we failed to provide [redacted] the

information needed to contact the manufacturer directly. Therefore,

Conn’s agreed to exchange his recliner; [redacted]’ exchange was approved on [redacted].

[redacted] was given a credit of $[redacted] to exchange both of his

recliners. We attempted to contact [redacted] regarding his approval,

but we were unsuccessful in our attempt. [redacted] may visit his

nearest Conn’s store to initiate his exchange. We sincerely apologize to

[redacted] for the experience and any inconvenience that has been caused as a

result of delay.

If

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

Kind

regards,

Consumer

Response:

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

First the chair was not delivered on the date you stated because we are in a rural area , it was delivered the following [redacted]. We didn't move into our home until [redacted] weekend. After I got stuck in the chair for 20 minutes or more the service dept. was contacted, We waited almost 3 weeks for the service man to come out. The service man told us that he could not service the chair. After dozens of phone calls my [redacted] was told to contact the manufacturer about the chair because Conn's was not authorized to repair the chair. We purchased an extended warranty on the product, so how can you sell an extended warranty on a product you are not authorized to work on? That questioned has yet to be answered by anyone, my [redacted] was told that Conn's would credit the warranty back to the account. My [redacted] called the manufacturer only to be told that they normally just reimburse Conn's for the service and send them any parts needed to repair the chair. WE were told by the sales person at Conn's the chair had a year manufacturers warranty so it would be best to purchase the extended warranty on the chair. The manufacturer asked my [redacted] if we purchased an extended warranty ,and if so we would have to go through Conn's for the repair. So we have gotten the run around through this whole ordeal, with no resolve. We told Conn's service dept. when we called that we did not want the chair repaired or exchanged and we were told we had to wait for the service man to come out and look at the chair first before that decision could be made. My [redacted] and I both feel the chair is dangerous and don't want it exchange or repaired. I was stuck in this chair for more that 20 minutes and unable to get out of it, my [redacted] had to assist me to get out, it was a very scary experience. WE have asked for the account to be closed out and the one payment that we made on the chair to be credited to our other account, and the chair to be picked up after all of that is resolved. We have yet to get any help to have this resolved so we have contacted our attorney in this matter. Our attorney is [redacted] with the [redacted] , you may contact him directly at [redacted]

Regards,

Review: Purchased a washer from Conn's in November 2010. Washer started having problems in 2013-which took 6 visits from 5 technicians before the problem was resolved. I'm now having issues with the same machine. Called for service on September 15 . A technician came out on Tuesday Sept 16 to "look at" the machine. However, only turned the machine on, but did not start or run it or take the panel off to look at it as previous techs had done. According to the tech though, because of the previous problems in 2013, he was going to submit an order to the corporate office for a replacement. A week later I called him to check the status of the order and was informed that someone would be contacting me on the following Monday Sept 22nd . As it was getting late in the day on Monday and no contact I called the help desk and was asked for the ticket number that the tech should have given me and did not-and told there was also no ticket number in the system so therefore no request could have been submitted. The help desk person who answered the phone said that he would put in a ticket that day and submit the replacement request himself. I also tried to reach the tech and could not as his voicemail box was always full. On Wednesday I phoned their service department who then informed me that parts had been ordered on Friday September 19th (not a replacement) and that the part would be in on Sept 29th. I asked why parts were ordered when a ticket was submitted requesting a replacement and was told to call the help desk. The help desk/corp office could not provide an answer and I asked to speak with a manager with whom I left a voicemail but have not received a return call. After speaking with the service desk again today, I was told that the replacement request was denied because they have not been out at least 3 times in 1 year (which should have triggered a replacement in 2013) and that the part will still probably not be until Sept 29th and then I will have to wait until they can schedule a day for someone to come out to make the repair. Which means I will have been without a washer for 2 weeks and lugging my wash back and forth to the laundrymat --once again. The whole story doesn't add up to me: ordering a part when no one has actually run the washer to see what it's doing and then 2 weeks to get the part in--which it states clearly on their flyer that most parts are usually received within 48-72 hrs??? I've had nothing but problems with this entity, poor customer service, shoddy repair work, dishonest answers, continuously passed from department to department, lack of management response, the list goes on.Desired Settlement: That they will learn honor what they say their going to do, follow up with their customers to let them know what's going on with their repairs, and more importantly be honest with their customers.

Business

Response:

Thank you

for the opportunity to respond to [redacted]’s complaint. Our records show on 11/10/10,

[redacted] purchased a ** washer with a 48-month Repair Service Agreement Plan

and received delivery in good order on 11/14/10. We received [redacted]

complaint and found she contacted our service department on several occasion

dated from 2/17/12 to 9/15/14 regarding her washer.

·

On

2/17/12 [redacted] contacted us stating the lid on the washer makes a popping

noise on the right side when you lift the lid. The technician replaced the

bracket, top cover, and ASM valve; unit tested ok

Review: They won't honor their warranty on a 60 plasma tv that was bought by me under my ex girlfriends name. I bought conns 4 year ext warranty and now they don't want to honor it.Desired Settlement: Replace tv under warranty

Business

Response:

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

After further review and research, we found Mr. [redacted] complaint is regarding

a 60” television that was purchased by different consumer. We are unable to

disclose any information to a 3rd-party regarding this consumers.

Our records show on 10/19/14, Mr. [redacted] contacted us via social

media stating he purchased a 60” plasma television and Conn’s Repair Service

Agreement Plan under his ex-girlfriend’s name and the warranty is not be

honored. Mr. [redacted] was educated that he would need to have the original owner submit

a written request to transfer the warranty into his name to utilize the

coverage under the terms and conditions of the Repair Service Agreement. Refer

to your Terms and Condition of the Repair Service Agreement SECTION (8)

Transfer: This Agreement is transferable upon FWSC or its Administrator

receiving a written request from the original owner. The written request may be

sent to Conn’s at [redacted] or by email as provided at

[www.conns.com].

Conn’s is willing to honor the Repair Service Agreement Plan once

we have received the requested documents. We a copy of the Repair Service

Agreement in our response.

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

Review: I purchased the Frigidaire Infinity washer and dryer in January of 2013 from Conn's located at [redacted] Their phone number is [redacted] A week or two after the appliances were purchased, they have been repaired. The dryer don't dry the clothes and the washer is not working properly. The part was changed on the washing machine; the washer is still not working properly. The repairman said the vent is clogged, but at the same time a part was ordered for the dryer.Desired Settlement: Can someone please help me? I have been going back and forth with this matter since the beginning of the year.

Business

Response:

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

Our records show on 1/04/13, Mrs. [redacted] purchased a Frigidaire washer and

dryer both with a 36-month Repair Service Agreement Plan. Mrs. [redacted]’ washer

and dryer was scheduled for delivery and received in good order on 1/5/13.

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

service department on several occasions regarding her washer and dryer dated

from 6/13/13 to 10/29/14. Mrs. [redacted]’ last service call on her washer was

received on 9/30/14; stating the light would not come on when trying to use the

washer. After further reviewing Mrs. [redacted]’s service needs regarding the

washer, Conn’s agreed to exchange the unit under the terms and condition of the

Repair Service Agreement. Our records show on 10/30/14, Mr. [redacted] re-selected

a Samsung washer which is scheduled for delivery today 10/31/14.

Mrs. [redacted]’ last service call on her dryer was received on

10/29/14 stating the unit does not heat up or dry any clothes. Mrs. [redacted]’

service appointment is scheduled for 11/05/14; once the technician assesses the

dryer we can determine what further actions are needed to repair the unit. At this

time Mrs. [redacted]’s dryer does not meet the qualification for an exchange; we

will continue with service. We sincerely apologize for any inconvenience Mrs.

[redacted] experienced as a result to repairs.

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

Review: I PURCHASED A MATTRESS FOR ABOUT $899.00 IN FEB. 2014 THE MATTRESS BROKE AND I CALL CONNS. THEY SENT A INVESTIGATOR OUT WHO STATED THE BED WAS MISSING A SCREW. THEY SAID THIS TERMINATED THE SERVICE AGREEMENT. HOWEVER THIS IS THE WAY CONNS SET THE MATTRESS UP ORIGINALLY. I AM A SINGE LADY AND HAVE NOT TOUCH THE SET UP SINCE CONNS WAS OUT. I CALLED [redacted] IN REGARD TO THE YEAR WARRANTY AND THEY STATED THEY HAD AN AGREEMENT WITH CONNS TO EXECUTE HIS WARRANTY.Desired Settlement: REPLACE MATTRESS, FIX MATTRESS OR TAKE OFF MY ACCOUNT.

Business

Response:

Thank you for the opportunity to respond to [redacted] complaint. Our records show on 2/23/14, [redacted] purchased a [redacted] mattress and a [redacted] spring both with a limited

manufacturer’s warranty. [redacted] delivery was scheduled on 2/25/14;

Conn’s delivery team placed her mattress and box spring on the bed frame and

rails [redacted] previously owned, no assembly was required.

We received [redacted] complaint and found she contacted our

service department on two separate occasions stating the mattress was sinking

in the center.

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: We purchased a refrigerator with a small dent on the side that would not be visible when installed. We paid the delivery fee to Conns Home Plus. They were to deliver our refrigerator to our home 1week later. When the delivery men showed up they had damaged the front doors of our refrigerator. Conns refused to fix or replace the refrigerator. The basically said oops they damaged your item sorry about your luck. Deal is off. I would expect a company this large to hold the delivery crew responsible. They offered to reduce the price of the damaged fridge howevere the damage was extensive no one wants to pay thousands of dollars for refrigerator with scratched up doors. We also purchased the extended warrantyDesired Settlement: Conns should have made delivery drivers responsible for fixing or replaced refrigerator

Business

Response:

Thank you for the opportunity to respond to [redacted]

complaint. Our records show on 2/08/15, [redacted] purchased a

[redacted] door refrigerator with a (24-month Repair Service

Agreement). [redacted]’s signed invoice indicates at the time of purchase

she acknowledged the refrigerator purchased was a floor model and sold as is at

a discounted price; the retail price of [redacted]’s refrigerator is $5,999.97

she purchased it at $3,399.99.

After researching [redacted]’s complaint we found at the time of

delivery [redacted] refused the refrigerator; stating the refrigerator was

damaged and not in the condition or met her expectations. The

refrigerator was returned and a full credit of $4,070.70 was submitted to close

[redacted]’s account at a zero balance.

[redacted] contacted our Customer Service Department on 2/16/15; [redacted] expressed her dissatisfaction and her request was to

purchase a new refrigerator at the same discounted price. [redacted] was

informed she would have to pay the regular retail price to receive a new

refrigerator. [redacted] declined the offer. Therefore, we are

unable to honor her request.

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

service at [redacted]

.

Kind regards,

Thank you,

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 do not feel like Conn's addressed my situation their subcontracted delivery people were the ones responsible for the additional damage to my refrigerator that I purchased. Conn's accepted no responsibility for the safe delivery of my purchase which I paid them for. I received no compensation for the further damage to my item. Only sorry about your luck. The representative made no mention of this additional damage to my purchase in the response. They try to make it sound like it is my fault and they had no responsibility in safely delivering my purchase. I do not accept the response. This is poor Customer Service.

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 do not feel like Conn's addressed my situation their subcontracted delivery people were the ones responsible for the additional damage to my refrigerator that I purchased. Conn's accepted no responsibility for the safe delivery of my purchase which I paid them for. I received no compensation for the further damage to my item. Only sorry about your luck. The representative made no mention of this additional damage to my purchase in the response. They try to make it sound like it is my fault and they had no responsibility in safely delivering my purchase. I do not accept the response. This is poor Customer Service.

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 do not feel like Conn's addressed my situation their subcontracted delivery people were the ones responsible for the additional damage to my refrigerator that I purchased. Conn's accepted no responsibility for the safe delivery of my purchase which I paid them for. I received no compensation for the further damage to my item. Only sorry about your luck. The representative made no mention of this additional damage to my purchase in the response. They try to make it sound like it is my fault and they had no responsibility in safely delivering my purchase. I do not accept the response. This is poor Customer Service.

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 do not feel like Conn's addressed my situation their subcontracted delivery people were the ones responsible for the additional damage to my refrigerator that I purchased. Conn's accepted no responsibility for the safe delivery of my purchase which I paid them for. I received no compensation for the further damage to my item. Only sorry about your luck. The representative made no mention of this additional damage to my purchase in the response. They try to make it sound like it is my fault and they had no responsibility in safely delivering my purchase. I do not accept the response. This is poor Customer Service.

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 do not feel like Conn's addressed my situation their subcontracted delivery people were the ones responsible for the additional damage to my refrigerator that I purchased. Conn's accepted no responsibility for the safe delivery of my purchase which I paid them for. I received no compensation for the further damage to my item. Only sorry about your luck. The representative made no mention of this additional damage to my purchase in the response. They try to make it sound like it is my fault and they had no responsibility in safely delivering my purchase. I do not accept the response. This is poor Customer Service.

Business

Response:

Thank you for the opportunity to respond to [redacted]’s additional comments. As mentioned in our previous response, [redacted] purchased a floor model refrigerator retailed at $5999.97 for a discount price of $3399.99. Upon delivery, [redacted] refused delivery stating the refrigerator was not in the same condition as inside the store. We were unable to locate another floor model refrigerator that was available at the discounted price offered however; the unit was still available to purchase as a new factory sealed item at the regular retail price of $5999.97. [redacted] was advised that we are unable to offer her a new factory sealed refrigerator for the same price as the floor she originally selected. Although we are unable to offer [redacted] a new refrigerator for the same price as the floor model, Conn’s is willing to send [redacted] a $100.00 gift card to be used towards the purchase of another refrigerator. We sincerely apologize for any inconvenience [redacted] experience during this process. Kind regards, [redacted]

Business

Response:

Thank you for the opportunity to respond to [redacted]’s additional comments. As mentioned in our previous response, [redacted] purchased a floor model refrigerator retailed at $5999.97 for a discount price of $3399.99. Upon delivery, [redacted] refused delivery stating the refrigerator was not in the same condition as inside the store. We were unable to locate another floor model refrigerator that was available at the discounted price offered however; the unit was still available to purchase as a new factory sealed item at the regular retail price of $5999.97. [redacted] was advised that we are unable to offer her a new factory sealed refrigerator for the same price as the floor she originally selected. Although we are unable to offer [redacted] a new refrigerator for the same price as the floor model, Conn’s is willing to send [redacted] a $100.00 gift card to be used towards the purchase of another refrigerator. We sincerely apologize for any inconvenience [redacted] experience during this process. 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.] I do not remember anyone trying to locate another floor model to replace the one they damaged. They did have another one at the store and that was never offered. I would not want a gift card for the store as compensation for the damage to the refrigerator I purchased I would prefer that they repaired the damage to the doors and delivered my purchase intact as I bought it.

Regards,

Review: I purchased a [redacted] 4k curved 55" TV from the Conns in [redacted] in early March 2015, the customer service and store manager were excellent. I was approved for Conn's credit and payments were set up to start on the 17th of every month beginning on April 17, 2015. Since this purchase the week of April 13, 2015 I have received back to back phone calls from the corporate office in [redacted] from a phone number of [redacted] demanding payment of the merchandise and telling me that I need to make a payment now and how am I going to make the payment? They have called me back to back literally 4 times on April 13, 4 times on April 14, and again 4 times on April 15. The payment is not due until the 17th and this is my first payment therefore the payment is not yet late nor has it been missed. Every time I tell them to stop calling me they do. They told me that if I don't pay then they'll just send it over to collection. I argue with them that the payment isn't even due yet and they haven't even applied the credit for proof of renters insurance that I faxed in THREE times over a month ago. On the morning of April 16, 2015 I contacted the corporate office to make light of the situation again because I am sick and tired of receiving their threatening phone calls for payment when the payment isn't due yet or even late. I was rudely spoken to my a customer service agent who told me that after I gave her my phone number that she can't find it and that maybe I need to learn my own phone number. She was very rude and condescending yet was able to confirm my full name and total amount so she was lying that she couldn't find my phone number and able to pull up my account. This woman told me that I need to pay NOW and the calls will not stop. I demanded a supervisor and she told me "well she's not here so you have to deal with me" puts me on hold for over 10 minutes and then disconnects the call. I called back again and got a gentlemen who was also rude, this time able to verify my phone number, I requested a supervisor and he hung up on me. I called again, got yet another rep and same thing asked for a supervisor and they hung up on me again. The fourth time I contacted the corporate office and some very rude lady answered and talked over me the entire time not listening to what I was calling about and told me that I had to speak to an admin who was not in and that she couldn't do anything and that this is just the way that it is and I have to deal with it. This business practice is RIDICULOUS! I do not need to be treated like a child and hand held to make a payment nor receive 12 phone calls in week for a payment when it's not even due until the 17th of the month and it being my first payment I am appalled at the customer service received from when they call or I call in. These people do not care and treat me like I'm a criminal who is not going to pay or I am trying to rip them off when the payment isn't due. The HARASS ME day in and day out. I do not want to do business with a company that is going to treat customers this way, especially being a new customer and not having made the first payment yet because it wasn't due. I mentioned to them I will return the TV that I purchased if this keeps up and they don't seem to care. I WILL NOT BE TREATED THIS WAY.Desired Settlement: This incident and incompetent and rude behavior is ridiculous. I am demanding to be contacted by someone from Corporate and I am demanding a credit on my account for this harassment for HALF the amount of the purchase. My Credit account # is [redacted]. If you want to continue to receive my business then I am requesting this because I shouldn't have to be harassed as a new customer who yet hasn't had to make a payment for a payment. I am seeking $1081.50 be applied to my credit account as a courtesy for the rude business practices and continuous harassment that Conn's has indicated on their own for collection of payment that isn't even due and for first payment that wasn't even due until the 17th of the month and for the disgusting display of customer service when calling in to settle it with corporate. I will not continue to do business with a company who treats their customers this way. If this credit is not applied and an APOLOGY is not made from this company I will seek legal action regarding the business practices under the FCRA.

Business

Response:

Thank you for

the opportunity to respond to [redacted] concerns regarding account #[redacted] stated he has received

collection calls on his account before the payment was due.

According to

our records, [redacted] signed a 32-month retail installment contract on

March 6, 2015. His first payment was due

on April 17, 2015. We placed a courtesy

call to [redacted] on April 14, 2015.

At that time [redacted] called back and requested that he does not

receive courtesy calls on his new account.

On April 15,

2015 a cease and desist was placed on the telephone numbers provided by [redacted]. It typically takes up to 24

hours for a cease and desist to process and remove the telephone numbers from

the system. According to account notes,

[redacted] has not received any additional calls since the cease and

desist was placed on his account.

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

attention. Thank you,[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. This information they are providing is FALSE. They have contacted me several times (more than once) between 04-13, 04-14 and 04-15 and I have the phone records to prove it that they have called me from a [redacted] area code.

Review: I purchased a [redacted] and [redacted] from [redacted] back on [redacted]. I did not have my appliances delievered until [redacted]. It has been approxamently 2 weeks and 3 days since I have had both of them and now the [redacted] is not fully drying my cloths. I looked up the reviews about [redacted] and [redacted] and found that the [redacted] are only good for one cycle the other cycles do not work. I called the store I purchased the items from and requested to exchange them for a different brand becasue out of being an owner of a [redacted] and [redacted] for over 30 years I have never experineced an issue as such. I do not believe a BRAND NEW [redacted] should be having problems in 2 weeks of ownering the product and I explained this to the store manager and he told me I will still need to go through repair. I called corporate and spoke wiht a manager named [redacted] and was also told I have to go through repair before they can assist me. As a customer who has not had the product for over 30days that is already in need of service should be replaced. I then did some research on Conns reveiws and found several customers with the same issues and they are not being helped by anyone. I am concerned that Conns will leave me with these defective [redacted] and [redacted] with out replacing them. I do not believe as a customer it is fair practice to have a product repaired within 2 weeks of usuage. This clearly shows there is a defect with [redacted] and possible with the [redacted] machine and they are not willing to help their customers, but rather push them off to some service department or the manufactor. This is horrible customer service and has me concerned I am going to be stuck payin of $1500 for a set of [redacted] and [redacted]s that do not work properly. Please visit Conn's website for me evidance on how they are currently treating their consumers with the defective products they are selling.

[redacted]corporate-office/Desired Settlement: I would like for Conn's to exchange my [redacted] and [redacted] for a brand that is more reliable or to take them back and remove the charges from my account. I DO NOT want a brand [redacted] 2 week old [redacted] repaird it should be replaced.

Business

Response:

Thank you for the

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

[redacted] purchased a [redacted] and [redacted] both which come with a 1-year

limited manufacturer’s warranty; no additional coverage was purchased. [redacted]

[redacted] and [redacted] was delivered and received in good order on [redacted].

Our records show on

[redacted] contacted our service department stating her [redacted] was not

heating up. A service appointment was scheduled by the manufacture for [redacted];

during the inspection the technician was unable to find any functional failures

with the unit and educated [redacted] on the proper use regarding the “sensor

dry” setting. The technician tested the [redacted] and reported the unit was working

up to the manufacturer’s specifications.

At this time we are

unable to honor [redacted] request for an exchange; based on the

technician’s report no problems were found and the [redacted] is functioning

properly.

If we may be of further

assistance, [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.][redacted]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 for this issue.

Review: On 11/11/2013 I purchased a ** Refrigerator with an extended 24 month warrant for a total price of $3490.87. On 09/02/2014 (less than 1 year after purchase) the refrigerator stopped cooling and has a error code. I contacted both Conn's and **. ** sent a repair person that replaced a Controller Assembly & Multi-Duck Assembly (computer and fan motor). On 03/31/2015 when I returned from work the same thing had occurred. I contacted Conn's and they sent a repair person on 04/01/2015, he repaired the unit. Within, 4 hours it was doing the same thing, I called them back the same day. They returned on 04/03/2015 and replaced a part. The unit still would not work. They've scheduled to come out again on 04/10/2015 to replace the same parts that they have replaced on the 09/02/2014.Desired Settlement: I would like another new refrigerator. If they could fix the one I have and it works another 6 months then I'm getting close to the end of the 24 month service agreement and I'm then out of a refrigerator or spending an enormous amount on repairs. It's a lemon and should be honored under the lemon laws.

Business

Response:

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

complaint. Our records show on 11/11/13, Mrs. [redacted] purchased a ** French Door

refrigerator with a 24-month Repair Service Agreement Plan.

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

service department on 3/31/15 stating her refrigerator was not cooling and

displayed an error code. A service appointment was scheduled on 4/1/15; during

inspection the technician found parts were needed to complete repairs. Once we

received the parts Mrs. [redacted] was scheduled for service on 4/3/15. During

installation the technician replaced the Multi-Duct Assembly and Grille

Assembly however; it was determined that additional parts were required to

complete repairs. Our records show the technician ordered a new PCB Assembly

and Controller Assembly which is scheduled to arrive on 4/15/15. The parts were

received and Mrs. [redacted]’s refrigerator was successfully repaired on 4/17/15.

We were able to verify that the manufacture replaced the Controller

Assembly

&

Multi-Duck Assembly on Mrs. [redacted]’s refrigerator in September of 2014. However;

Mrs. [redacted]’s refrigerator does not meet the qualification for an exchange under

the Terms and Conditions of the Repair Service Agreement, please refer to Terms

and Conditions Number (7) Limit of

Liability.

We have included a copy of the Repair Service Agreement with

our response.

If

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

contact customer service at 1-877-358-1252.

Kind

regards,

Dyeisha

Consumer

Response:

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

From: [redacted] [mailto:[redacted]@bellsouth.net] Sent: Tuesday, May 19, 2015 7:52 AM To: drteam Subject: ID [redacted] Good Morning,I apologize for not responding with the 10 days, however, I've had illness in my family. I do not agree with the response provided by Conn's. If you review the documents that was sent to you including the receipt for the first repairs that were completed you can see the number of times that a service representative was called out to repair this refrigerator. The fact remains in is documented and forwarded to you of the number of times that they came out within the past 6 months and most recently in the past 30 days. The person responding to you explained what was suppose to have been the problems but did not accurately tell you the number of times that they came out to fix the same problem. If you'd review the documents that I sent it shows the number of times that they came out and the amount of time that I took off work to meet their representatives. They came out more than 4 times for the same problem.The problem is that Conn's does not want to honor there agreement that to replace this unit because of the cost of the unit. They are aware of the Class Action Suit has been filed because of the same problems that I've had with this unit. It is my belief that they are trying to fix an unfixable problems until the warrant runs out. Thank you. Ms. [redacted]

Business

Response:

Thank you for the opportunity to respond to Mrs.

[redacted]’s additional comments. We have reviewed the documents provided by Mrs.

[redacted] and found she is counting each time the technician appeared to her home as

a service call. This is not an accurate

count and as previously stated our records show only 2 completed service calls

with Conn’s.

Our records do not indicate a service call was

set-up on 9/2/14 with Conn’s. Based on

the information provided by Mrs. [redacted] she contacted the manufacture who

provided the number for a local service provider who assessed and repaired her

unit by replacing the controller assembly and multi-duck assembly. Because this repair was completed through the

manufacture Conn’s would not have record of this repair.

The first service call with Conn’s was placed on

3/31/15, as stated in Mrs. [redacted]’s notes on 4/1/15, the Conn’s technician came

out during that time he assessed the unit to determine what needed to be

repaired. He ordered a part and returned

on 4/3/15 to install it. After

installing the part he found an additional part was needed which was ordered

and installed on 4/8/15. He tested the

unit and everything was working properly.

The second service call with Conn’s was placed on

4/10/15; a Conn’s technician assessed the unit on 4/13/15 and was advised to

replace the Controller Assembly. The

technician ordered the part as instructed by the manufacture and installed the

part on 4/17/15 to complete the repair.

Mrs. [redacted] contacted us the same day stating there was another error

code. The technician went out and found

there was a loose connection to the part that was installed on 4/17/15.

After confirming the service call that was

completed on 9/2/14 by a 3rd party and reviewing the second opinion

that was provided. Mrs. [redacted]’s

refrigerator qualifies for an exchange at this time. The exchange has been approved up to the

original amount paid. Mrs. [redacted] may

visit her nearest Conn’s to reselect and schedule delivery. Mrs. [redacted] has been contacted and is aware of

the approval.

Kind regards,

Kathryn [redacted]

Customer Relations

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.

Thank you for assisting me to resolving this complaint. I do not believe that Conn's would have agreed to replace the unit had not Revdex.com been involved. I truly thank you for your assistance.

Review: Drafted my back without having permission which occurred overdraft fees don't even have an account with them didn't have the right to draft my account.Desired Settlement: 238.00

Business

Response:

Thank you for the opportunity to respond to [redacted]'s concerns regarding a payment. [redacted] stated he was charged overdraft fees due to a payment that was processed; however, he does not have an account with us.[redacted] will need to provide additional information in order for us to research in complaint. If [redacted] can fax in a full running bank statement to our customer accounting department at 87-404-2434, we will be happy to research is concerns further. Thank you,[redacted]

Review: We purchased a man lifting recliner from Conn's first it took forever to get it in . When called that the chair was in , we went to pick it up on a Friday evening and the chair was working great for my 90 year old father in law. All of a sudden it stopped working on Monday during the day. I called Conns and they put in a ticket for us to the service dept and I argued with them that they never told us that we could not replace the chair with in a certain amount of time. They were very rude and not helpful then . So a week later they called to setup date to come out and I told them to wait and because since my father in law could not have people around working on things due to his illness the lady then told me that they would call me back before the 5 days because after that they would close it. So I told her ok please do call back because I need to get a date for you. never received a call so I call conn's and spoke to [redacted] a [redacted] he was suppose to call me back with information and never bothered to call. This one lady at conn's spoke to me and my sister in law as if we were is and told us you needed to read your contract that you signed and it would have explained it all. According to the another [redacted] they are suppose to explain all warranty and issues to you before signing any contracts. They deceive the public about their products and warranty issues. Up until today my recliner has yet to get serviced. [redacted] spoke to me today and told me that the service center had cancelled my ticket because that they couldnt go in there because of germs for my father in law but that was not correct, they are just covering up their tracks and I want this resolved because my elderly father in law really needs this recliner.Desired Settlement: I would like for a complete replacement of this recliner and not the same one because this just tells me that all of these are deffective.

Business

Response:

Review: My wash machine went out [redacted]. Phone conversations between Conn's & I have taken place on the [redacted], & [redacted]. My wash machine is still not working & during today's conversation I was told a repairman would call on [redacted] between the hours of 8 am & 10 am to set up a time to repair the machine. Two repairmen, [redacted] & [redacted], have came to my house. On [redacted] replaced the switch, claimed the machine was fixed, & left. On [redacted] a representative from Conn's called my house & was rude to me. [redacted] (the repairman) claimed my house was filthy & the machine was covered in urine & feces (which was a lie) the representative was calling to let me know that any of my products from Conn's that was purchased would not be covered under warranty if my house was filthy. My dad's bath nurse was here & talked with the representative. She stated to him if my house was filthy my disable father would have been removed from my house by homehealth & placed in a nursing home. A second repairman, [redacted], was sent out. He claimed 2 parts needed to be ordered & that once they came in either him or [redacted] would call to set up a time to fix the machine. That was a week ago so this morning I called Conn's again. They stated that a repairman was scheduled to call me on [redacted] the [redacted] between the hours of 8 am and 10 am to set up a time to repair the machine. I stated my dissatisfaction at that time with their customer service. I pay my wash machine bill off in November of this year & when I do my warranty will be gone. Someone stated to me that they had a product issue with Conn's that happend close to the time of their warranty's experation & that Conn's gave them the "run around" until the warranty expired. I do not want this to happen to me. I have a product that I'm paying for but for almost a month I have not been able to use.Desired Settlement: I have not been able to wash & dry my clothes for almost a month now at home. Due to this I have been having to go to a laundry mat to wash clothes & then I bring them home to dry. I feel as if I am getting a "run around" from the service department. I do not want financial contribution or anything of the sort. I just want my wash machine fixed.

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 [redacted] and assigned ID [redacted].

Regards,

Review: I have been told multiple stories from customer service agents about how to get my issue resolved, and each story I've later been told was a lie. My tv has not worked for over 6 months, and since I moved to Florida I have no way of bringing it into a store to redeem my warranty that covers everything including physical damage. I was told first to mail the tv, they would repair it and mail one back. Then I was told they would have someone from [redacted] repair it for me, but [redacted] won't repair it because the screen has a small crack, even though the crack isn't the cause of the problem. Then I was told to mail the tv back and they would take care of the rest of the contact because I have a warranty,and they were doing this for me as a favor. I asked for a supervisor to call me to confirm, and nobody ever did. So now I have people calling me every day about this, and after I explain my situation they tell me not to worry, and that everything will be taken care of. However it is never taken care of and now I'm stuck, and they are telling me my credit is going to get hit because of this.Desired Settlement: I just want it to be over with. I don't even want any kind of refund, I just want them to follow through with what they have told me. If nothing else just repair the tv like I was told and I will start paying for it again.

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 [redacted] and assigned ID [redacted].

Regards,

Unfortunately I am unable to copy that page because

I'm on my phone, but I can answer the questions. The issue has been resolved as

far as I can tell. I just called and spoke with an agent who told me that my

account shows that it is paid in full and that a refund check will be issued to

me. Thank you.

Review: My tv has accidental warranty Ive been contacting CONNS for the past 3 weeks. Ive been transfered a dozen times and each time no one knows what the status is of my "exchange or repair part" they've told me first on Friday that they had to wait because the tech didnt turn in the paper work and was off. Then monday they told me that I had to wait it was pending. The next week they told me the part order was pending approval that went on for a week. The next week they told me that it was denied and now a tv exchange was pending approval.I waited for a few more days. I called back and told me that they dont know why I was told there was an exchange pending that the part was ordered after 45 min of being transfered and no one knowing what was going on the same lady told me that the part wasnt ordered and I had to wait for the part to be ordered. I called back 7 hours later 4:16pm and they told me that it was now updated that they are waiting for an approval for a tv exchange and that they would send them(the service department in san antonio) and email to "expedite the service" Ive been told this already a few times. I cant believe that they had no problem taking my money for the warranty but now that its their responsibility for them to hold their end of the deal all I keep getting is being transfered and still with a cracked plasma.I dont know who else to contact. Ive asked to speak to a higher authority and all they tell me is there is no one to speak to and that, that is all the information they can give me, But no one seems to know anything!?I do know they know when I call in they tell me it shows each time I call in im hung up on!and after 5 or 6 times of calling to try speak to someone they finally let my call through and answer, This by far is the worst "WARRANTY" That I have EVER dealt with..Help...THank you!Desired Settlement: I would like for me to be able to get an EXCHANGE for a similar Plasma TV as soon as possible next week will mark a month of this constant hassle.

Business

Response:

Thank you for the opportunity to

respond to Mr. [redacted] complaint. Our records show on 2/16/12,

Mr. [redacted] purchased a Samsung 59” 3D TV with a 49-month Repair Service

Agreement from us totaling $1,948.48. Our records indicate he made his

purchase and elected store pick up at our I-H 35 North location in San Antonio,

TX. We show Mr. [redacted] contacted us on 6/18/14,

stating his TV screen was cracked due to a child throwing a toy at it.

Mr. [redacted]’ information was submitted for a repair review on 6/24/14.

On 7/03/14,

an exchange was approved for Mr. [redacted] to re-select a new television; as of 7/04/14 he selected model [redacted]. We sincerely apologize to Mr.

[redacted] for the experience and inconvenience he has had as a result of delay.

If

we may be of further assistance, Mr. [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 they did finally contact me that I was approved for an exchange. Thank You..

Review: A recent review of my credit report reveals that Conn's has placed 2 items on my credit report. One of the items is valid and the other shows to be an auto loan. Conn's does not do auto financing. I have asked that they contact all 3 credit bureaus to have this item removed on several occasions to no avail. I spoke with a customer service rep in Conn's collection dept. and she promised me a call back in 3 days. That was 10 days ago. Conn's has also submitted both accounts (the valid one and the inaccurate one) to an outside collection agency. That too appears on my credit report. So it looks like I have 4 items on my report for the 2 accounts (the valid one and the inaccurate one).

I am requesting that Conn's contact all 3 credit bureaus and have the account that is showing as an auto loan removed. By doing so the outside collection agency that shows the same account will also be removed.Desired Settlement: I am requesting that Conn's contact all 3 credit bureaus and have the account that is showing as an auto loan removed. By doing so the outside collection agency that shows the same account will also be removed.

Business

Response:

Thank

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

accounts. Mr. [redacted] stated he has

incorrect information reporting on his credit from Conn’s.

Mr.

[redacted]’s accounts have been sold to [redacted]. If

Mr. [redacted] has any concerns regarding the accounts he may contact [redacted]

Thank you,

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.

Please review the fax number [redacted] sent over. There are too many numbers. I will fax it over if a good number is provided.

Regards,

Business

Response:

The fax number is [redacted]. I apologize for the inconvenience.

Thank you,

Business

Response:

Mr. [redacted] will receive a written response, mailed to the address we have on file within 30 business days of the investigation being completed.

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 pending them getting back to me within 30 days as promised.