Conns Appliance, Inc.

Review: I purchased a drier on [redacted] of 2014. The drier suddenly stopped working in [redacted] 2014. I called Conns because the drier has warranty. They scheduled an appointment.

On [redacted] 20 [redacted] came home to check the drier (his phone number ###-###-####). He said he was going to order a part. He never mentioned anything about roaches. When the part had arrived, someone was calling to schedule an appointment but I wasn’t able to answer the phone. They left voice messages but never left a number. I called [redacted] and he gave me the ###-###-####. I called and schedule an appointment. On [redacted] 6 someone else came to fix the drier, this lady stated that the part that [redacted] ordered was not the correct one and she was going to back the next day which was Friday. She was supposed to be home ([redacted], TX, [redacted]) around 4:30 to 5:00 pm. She never came I had to go to work. I called her and she said she was going to make it around 6:30. My [redacted] also had to go to work. She waited for her and I had to come home because she was taking such a long time to get here. My [redacted] left and I was on my way home. When I arrived home, the drier was not fixed. I called her around 6:50 and she said that there were roaches and mice by the drier. They have come three times and they never said that before. Both of these technicians opened the drier and they didn’t say anything about that.

I have called [redacted] at ###-###-####. He was supposed to email me a picture of the drier but he never did. [redacted].

Houston, TX [redacted]###-###-####Desired Settlement: I need them to fixed this drier.

Business

Response:

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

Our records show on */25/14, [redacted] purchased a [redacted] dryer with a

1-year limited manufacturer’s warranty and received delivery in good order on */27/14.

We received [redacted] complaint and found he contacted our

service department on three separate occasions regarding his dryer. The signs of infestation were not originally

detected because the technician had not removed the entire casing.

Review: Me and my wife just recently purchased a LG washer and dryer with pedestools on July 26, 2014. We have not been able to use our appliance because of three majors parts not being assembled to them. Also the washer is leaking from the hoses. This has been going on since August 5, 2014, when we have contacted the delivery services we are lied to and informed it is being taking care of or no return calls at all until it is initiated by us and we once again call and nothing is happening. We have even contact the store where our appliances were purchased and the manager has lied to us as well and his name is Austin. Here is is August 20, 2014 and we are not able to use the appliances we purchased and would like something done about it befor we take legal action against Conn's it self.Desired Settlement: With what we purchased and with all of it operating equipment. As well as a discount on the length and kind of service we have been receiving

Business

Response:

Thank you for the

opportunity to respond to Mr. [redacted] complaint. Our records show on 7/26/14, Mr. [redacted] purchased

a LG high efficiency washer and dryer from us with a 48-month Repair Service

Agreement on both items, (2) LG pedestals, and elected to have his items

delivered. Mr. [redacted] was scheduled for delivery and received his washer

and dryer on 8/05/14 in good order; however upon delivery we found the pedestals

needed to be exchanged.

After researching Mr. [redacted] complaint we found it was a delay exchanging his pedestals due to the

pedestals being on back order. Mr. [redacted] pedestal(s) became available

on 8/25/14; Mr. [redacted] was

scheduled for delivery on 8/26/14. On 8/26/14, prior to Mr. [redacted] delivery during Mr. [redacted] pre-call he informed the warehouse representative

the exchange was not needed, he would keep his pre-existing pedestals.

Therefore, Mr. [redacted]’ exchange to replace his pedestals was cancelled.

In regards to Mr.

[redacted]’ washer, he contacted service on 9/01/14; stating after he would

wash a load a clothes the washer door would hold water. A service call

was scheduled for 9/05/14; during the inspection

the technician found the valves needed to be flushed and door screw needed to

be tightened. The technician tightened the loose screw and flushed

valves; the technician tested the washer and tested ok working properly.

If we may be of

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

Kind regards,

Consumer

Response:

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

Because the information provided was untruthful and was not resolved as stated. When Conn's came back out to the house they did not replace my pedalstools, the only action taken was them informing me how to use spray Windex to be able to move the easier. So, once again they have provided untruthful information and for some reason that is what they are about not providing the service they make a claim to provide.

Regards,

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: On [redacted]nd of this year I set up my account for online bill pay with Conn's and paid my first bill with them online of $100 (which was an overpay). Unfortunately that weekend I ended up in the hospital;where I received an email from Conn's stating that there was a problem with my account. I called them and was told that a number was missing from my account and did I know my acct.number. Luckily I did and the gentlemen in security stated that he would take care of everything and for me not to worry. When I returned home and checked my account I discovered that no funds had been withdrawn so I called Conn's. I got security again and was told another man had the case and was trying to break the case. Meanwhile my account had not been paid so while I was on the phone he withdrew the $100 dollars plus the $3.00 service fee. From there it went downhill Con's withdrew the other $200 and in essence wiped me out as I am a senior and live solely on my Social Security check. I discovered this fiasco on [redacted] and began the numerous calls to Conn's to get my money returned. Can we say Hell! They had every excuse in the book and are making it extremely difficult to obtain my funds. As a senior this is causing me great hardship...in fact I had to sell some jewelry to cover some checks in my account so they would not bounce due to Conn's indifference. As of my last conversation they stated it would take them 7 to 10 days to put my money back electronically yet they can certainly remove it fast enough.Desired Settlement: I want my money refunded immediately and if possible I would like them to devise a better way for me to pay them their pound of flesh if not pick up the oven and let us cease to do business as their operation is primitive and badly organized without a negative on my credit report. If that is not possible I will settle for $500 dollars for pain and suffering.

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: 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: I [redacted] Purchased the Largest LG Washer And Dryer Front Loaders on August**,2013. I asked before purchasing this unit with the pedestals for both LG washer and dryer Set. Would this LG Front Washer and Dryer be any Problem on the upstairs in my laundry room. Being That's where my previous Top loader Washer and Dryer in located.(I asked this because I never had a front loader Washer and Dryer Set Including the pedestals. Since then I have complained to my sale person [redacted], about the violence shaking of my whole upstairs. He referred me to Conn's Service Department whom came out twice. The first one stated there is nothing wrong with LG Washer but the LG dryer have a lent problem. Which he did not fix anything at all. Conn's second Serviceman came out [redacted] Who first enlighten me That the Violence Shaking of the LG Washer will continue. He also stated LG Installing Manuel Fully states this should be put on wood surface but solid foundation. LG service person came over in February shortly after Conn's service call. He also said the same thing as this unit is NOT to installed on upstairs floor. The shaking and vibration which can also be felt downstairs as well. Conn's is Refusing to address Or even acknowledge the real issue here that I am experiencing Which what Conn's second service person, as well as LG technician said only a top loader would work well upstairs. Which I had been inquiring or asking to do so, At this POINT I just would like all my money paid into this purchase with the return of these products I purchased at the point sells. I have tried to communicate and work with Conn's at No Avail. Note also I was finally made aware what the real problem which was this unit is too larger etc for upstairs, also be it known Conn's delivered and installed this purchase LG washer and Dryer set alone with the pedestals to sit on as demo rated in the store. I also complaints numbers of times to the customer service or HELP DESK. Also the corporate No Help!!Desired Settlement: I would like to receive the money I paid already into this purchase of $1070.10 which is six months of payments from September **,2013 through February 2014.And whatever over that amount of money!Note this was a gift for my mother [redacted]. MY COMPLIANT IS FOR SALEPERSON SERVICE, DELIVERY INSTALLMENT NOT ACCORD TO LG MANUEL, HEADQUARTS FOR EVASING THE PROBLEM ALL TOGETHER WHICH IS THE VOLIENT SHAKE OF MY WHOLE UPSTAIR FLOOR. sincerely[redacted]

Consumer

Response:

From: [redacted] Sent: Wednesday, March [redacted] 2014 12:59 PM

To: drteam

Subject: Re: #[redacted] The Revdex.com (Revdex.com) of Houston and South Texas has sent you a new message regarding your complaint - PLEASE DO NOT DELETE THIS EMAIL

MARCH **,2014

#[redacted] RE: CORRECTED AMOUNT OF REFUND DUE.

CORRECTED REFUND AMOUNT DUE IS $891.75. (FROM SEPTEMBER [redacted]2013 - JANUARY 2014 LAST PAYMENT PAID. WITH ON GOING COMPLIANT TO HELP DESK, WITHOUT ADDRESSING VOLIENCE SHAKING OF THE LG WASHER, WHICH ALSO SHAKES THE LG DRYER.

Business

Response:

CASE ID: [redacted]

On March **,

2014, you provided the following information:

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

Our records reflect that [redacted] purchased a washer via invoice # [redacted] on 8/**/13 with extended warranty. On 10/*/13 [redacted] contacted our

service department to report that the product was shaking. It was determined

that the unit met manufacturer’s specification and no defects were found. The

unit should be placed on a solid and leveled floor surface and can be used on

an upper level floor if the solid floor surface is in place between the lower

and upper levels. At the time of service the product had already exceeded the

Return and Exchange Policy. However, if the customer wishes to return the units

we will accept it with the 15% restocking fee which is to be paid in advance

along with delivery fee if pickup is required. [redacted] may contact his

purchasing store to initiate the return.

Kind regards,

Conn’s Customer Relations

Review: Bought a washer and dryer from CONNS, financed it through them. Was NEVER late on a payment. Paid it off EARLY in March 2013 per the payoff amount from CONNS. Had to send in our home owners insurance policy to PROVE that we had insurance and then CONNS dropped the amount they said we owed for insurance. NOW over a YEAR later they are blowing up our phones DAILY as well as our family members phones wanting to collect over $200 they say that we owe. Every single phone call is the same. They say to disregard the calls but the very next call says we owe money. We have VERY good credit and DO NOT want it ruined due to someone at CONNS making a payoff mistake over a year ago?! The most recent call today from CONNS told me that there was a $46 dollar amount that has been accruing interest over the past year.EVEN though no one contacted us until March 2014. PLEASE HELP. Mr & Mrs [redacted]Desired Settlement: We would like the phone calls to STOP to us and family members. If they refuse to clear the entire account as we believe is RIGHT, then we would like the "interest" that CONNS says has been accruing to be waived and we will pay the amount they say from today which was the original $46 that CONNS claims to not have been paid off. We can NOT allow this to ruin our good credit even though it is VERY MUCH their mistake. We are at our wits end!? Again, PLEASE HELP.

Business

Response:

Thank

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

#[redacted]. Mrs. [redacted] stated she has paid the account

in full; however, we continue to call her to collect on the account.

According

to our records Mrs. [redacted] signed a 36-month retail installment contract on

October 21,

2011. On March 16, 2013 Mrs.

[redacted] called our automated system to obtain a payoff quote. The quote given at that time was

$1046.19. On March 19, 2013 Mrs.

[redacted] remitted a payment amount of $1,000.00.

This payment included a $4.00 late fee.

Due to the payment being submitted three days after Mrs. [redacted] obtained

the payoff quote, the account accrued additional interest. The payment was also $46.19 short compared to

the quote Mrs. [redacted] received.

Due

to Mrs. [redacted] submitting the payment of $1,000.00 the account was in paid

ahead status and the next payment due date was scheduled for February 21, 2014. As of May 20, 2014 the

current payoff on the account is $230.07.

Please note, if Mrs. [redacted] would like to pay the account in full, she

would need to contact us the day she plans to make the payment to get 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.

After I was given a payoff by CONNS, I mailed payment. The following

week I called AGAIN to confirm payment was received and that the washer & dryer

Review: On [redacted] I, [redacted] went to Conn's located at [redacted] to purchase an air-condition for my mother, Mrs. [redacted]. Imagine my horror when the [redacted]) informed me that my mother had four accounts. At that point, I asked her what was on each of these accounts. She said: "a computer, a lawn mower, and an air conditioner", My mother only purchased an air condition. She is on a fixed income, and she would not open an account with a monthly payment of $ 114.000, when her income is only $ 720.00 a month. Second, I handle my mother's business affairs because she is bedbound due to a stroke. .Upon further questioning the salesperson as to the description of the people who came into the store to purchase these items I produced my mother's photo ID which confirmed that she was not one of those persons, and neither was I. Thus, when I left the store I thought the matter was cleared up. Then On [redacted] I went to the store to pay my mother's bill, and I was asked did I want to pay on all four of them. I informed the [redacted] that my mother did not have four accounts,. She refused to take the payment because neither of us knew what was going on.. I, immediately called cooperate and asked for their fraud division with my mother on three-way. They proceeded tell us that these accounts where my mothers when they are not. Clearly, this is a case of identity theft.

My mother is an eighty three year old senior who is confined to her bed due to a stroke, and I get very, very angry when people try to abuse senior citizens. I am completely frustrated with Conn's. because this kind of thing keeps on occurring, and nothing has been done by the company to resolve this matter. I would very much like to have an investigation regarding this matter,. I am at the end of my rope.

My next step is to go to the District Attorney. I would appreciate your help in trying to resolve this matter. Thank you, in advance for your assistance.Desired Settlement: I would very much like to have an investigation regarding this matter. I am at the end of my rope.

Business

Response:

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: On May 22, 2013, I [redacted] when into the Conns store on [redacted] to buy some furniture and I all ready had a account with Conns I asked them in the store to get a balance to pay off a freezer that was financed they gave me a balance and I payed it seven month later there is they start calling every two hours saying that I now owe more money and that when I call to resolve the issue they are not willing do any thing and I am willing to pay if there a balance but I don't want to pay all the interest and late fees that I didn't even know about because I thought the account was supposed to be close.Desired Settlement: DesiredSettlementID: Other (requires explanation)

To resolve the account I will pay Conn's what is due on May 22, 2013, when I was told the account was closed and I letter that said the account is closed.

Business

Response:

Review: We to have been loyal customers for over 18 years...but, never again. Be purchased a living room suit and have had promblems with it from day one. When the service tech came out from Quality Furniture he told basically the furniture was junk, it would be too expensive to repair, and that Conns would be getting back with us. Well, after a couple of weeks we called Conns to find out when the repairs would be made. All we got was the run around from customer service. A month later we called again to find out the warranty would not cover the repairs and they had since voided our warranty. No one could give us the reason why the warranty was void, then a floor supervisor said the only reason she could come up with was infestation!!!! The corporate office stated we have a small dog in the pictures the service tech took although the service tech did not report any infestation the corporate office must had assumed there was and voided the warranty. Our home is less than 5 years old and spotless and our dog is less than 5 lbs. I have since written letters, talked to customer service, floor supervisors, store managers & left several messages for their customer relations person [redacted] with no response. So, I called [redacted] the service tech with Quality Furniture who said to meI told you Conns would not pay for the repairs the parts would have to be purchased from the same manufacturer that made the furniture and they know it was cheaply made and will more than likely fail again so, if they can find and out than thats what theyre going to do. Now, all three pieces are broken we can even use the recliner nor the couch due the arms are hanging off because the frame was poorly made. We don't maind paying for the furniture we just want it fixed or replaced. So, now we have our attorney sending them a letter.Desired Settlement: Replace or repair.

Consumer

Response:

From: [redacted] Sent: Wednesday, February [redacted] 2014 8:28 PM

To: drteam

Subject: Re: #[redacted] The Revdex.com (Revdex.com) of Houston and South Texas has sent you a new message regarding your complaint - PLEASE DO NOT DELETE THIS EMAIL

We left a message with Beaumont corporate office yesterday. No called us back.

Sent from Yahoo Mail on Android

Business

Response:

Thank you for the opportunity to

respond to [redacted] complaint. According

to our records on 7/**/11, [redacted] purchased a Clifton furniture set and

48-month Furnituregard with us. [redacted] contacted us on 12/*/13, stating the arms are coming off of her

loveseat, the arms and springs are coming off the sofa, and that both recliner

arms are coming off. A service call was

set-up and upon inspection the technician found the furniture set has not been

properly maintained and that the report and pictures indicate the springs are

rusted from urine or liquid substance and the frame was damage. Based on the most recent inspection report,

we are unable to honor [redacted] request to repair or replace his

furniture. [redacted] has been

contacted regarding their concerns and has provided pictures of her furniture

set. We were able to confirm from her

pictures that the report on file is related to her product.

Inspection report and pictures

are available upon request.

If I may be of further

assistance, [redacted] may contact me directly at [redacted]

Kind regards,

Customer Relations

Review: I made a purchase in December 2014 of a couch and bed. The agreed upon price in the store was around $3000. We signed the contract agreeing to the $3000 total and estimated payment of around $250 per month. When the bed a couch were delivered, there were pieces missing. The couch did not come with the end piece that we had ordered, so there is a metal rod stick out of our couch and there were not legs for the couch ottoman. Our bed when plugged in will sometimes work and sometimes it will not. When have never, still to this day, received a statement in the mail with what we owe or when a payment is due They start making harassing phone calls after the payment is late. We have made several attempts to have insurance removed for the account that we declined and it was still added to our account. We have $300,000 in homeowners insurance, we do not need theirs. We have had constant run-arounds with corporate and local store with no one able to help us. The store its self has useless and unprofessional customer service. While talking with everyone today (04/25/15), we were told 3 different totals for our amount due. No one is knowledgeable at this store or at this company. They refused to help us and keep demanding payments with no sympathy to our situation or recognition for what they have done to us.Desired Settlement: We would like to return the merchandise and owe nothing due to their errors. Due to the fact that we have tried several times in store and over the phone with corporate to adjust billing and after several failed attempts want to be done with the company entirely. We would like to have no affiliation with Conn's ever in the future and will defer all others interested in Conn's.

Business

Response:

Thank you for

the opportunity to respond to Mr.

[redacted]’s concerns regarding his account.

According to our records Mr. [redacted] signed a 24-month retail

installment contract on December 14, 2014.

This contract included a Tempurpedic (Cloud Supreme) queen mattress,

Tempurpedic (Up) queen adjustable base, and a Jackson Furniture set which

consisted of three pieces (left sectional, armless sofa, and ottoman) totaling

$6,021.14. Mr. [redacted]’s signed invoice indicates at the time of

purchase he acknowledged he was provided a copy of Conn’s Return and Exchange

Policy which states: No Returns/Exchanges on: Furniture, mattresses, décor & accessories unless inspected by a

Conn’s Service Technician and found to have a manufacturer’s defect.

Mr. [redacted] opted to have his items

delivered. Mr. [redacted] signed his delivery ticket and delivery receipt

acknowledging all items were delivered and received on December

15, 2014 in good order. Mr. [redacted]’s signature on his delivery

ticket and delivery receipt acknowledges he thoroughly inspected his

merchandise for damages and made aware that an exchange or price concession

would not be authorized for damages discovered after the delivery.

Mr. [redacted] has not made an attempt to

contact our service department regarding the furniture. We reviewed Mr.

[redacted]’s retail installment contract and found he signed acknowledging he

was aware property insurance was added to his account at the time of

purchase. Mr. [redacted] provided a copy of his homeowner’s declaration

page and received an insurance credit in the amount of $919.36. Pleases note, an insurance credit will not

reduce the minimum monthly payment due.

Mr. [redacted]’s retail installment contract

also provides detailed information regarding each item that was purchased, the

prices of each item, the total amount financed, and his monthly payment amount.

We have included a copy of the signed retail installment contract, payment

history and delivery ticket for his records.

We value Mr. [redacted] as a customer and appreciate him bringing his concerns to our attention. If we may be of further assistance, Mr.

[redacted] may contact our Customer Service Department at 1-877-358-1252.

Review: I purchased a TV from Conns it was supposed to come with a free keyboard. When I realized they did not deliver it. I called the store and left a message for the manager on 2 occasions. They did not return my phone call. I called customer service, I called delivery and I called the story multiple other times. All of which said they would look into the matter. I know a repair ticket was put in but I was never called to tell what happend with that. The store instead of apologizing said it had been over 30 days. Well it had not been over 30 days since I called and left the first messages with no response. I am very disappointed with the service after the sale. If I had a customer that spent 5800 dollars with them. I would at least apologize and return their phone call.Desired Settlement: I would like a keyboard and I would like an apology from the store manager for not returning my call.

Business

Response:

Thank

you for the opportunity to respond to [redacted] complaint. Our records show on 11/*/13, [redacted] purchase

a Washer, Dryer, 65” LED Tv and received a free TV keyboard values at $99.99. Our records indicate [redacted] signed

acknowledging her products were delivered on 11/**/13.

[redacted] has been contacted regarding her concerns and although we show the

products were all delivered, Conn’s has offered [redacted] a $100 gift card as

a gesture of goodwill. [redacted] gift

was mailed 2/*/14, via US Certified postal service.

If

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

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: 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: Furniture purchase in 2012 is peeling at the seam. I was told it is not covered , I understand that the furniture should not be peeling like it is

Business

Response:

Thank you for the opportunity to respond to [redacted] complaint. Our records show on 2/18/12, [redacted] purchased the

[redacted] living room set which consist of three pieces (sofa, loveseat and

recliner) that comes with a 1-year limited manufacturer’s warranty which

expired on 2/17/13; no additional coverage was purchased.

We reviewed [redacted] complaint and found we

have no records that [redacted] has contacted our service department

regarding any issue she was experiencing with her furniture prior to the

manufacturer’s warranty that expired on 2/17/13. We show [redacted] has only

contacted our service department once on 4/10/15 in attempts to scheduled an

appointment to have a serviceman assess her furniture. However; [redacted]

was informed that the warranty expired on her furniture and we were unable to

schedule an appointment.

At this time we are unable to schedule a service

appointment for [redacted] furniture due to the products is no longer

covered.

If

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

Kind

regards,

Review: On 7/** I went into the Conns Store located at [redacted]. I purchased a Refrigerator and microwave and a computer. Issue #1 when the delivery was made I was told the microwave could not be installed due to a lack of cabintry. The delivery person then tried to pawn a floor model off on me. I told him that I had purchased a new refrigerator and that he could take both the microwave and the refrigerator back to Conns. He then called the store manager and told him the issues; the store manager told him to ask me if I would take the floor model until he received a new one to replace it with and I responded only accept it if he put it in writing and faxed it to me. I also told him that I expected to receive new paperwork without the microwave on my account and to this day I have not received it. Issue #2 I returned the computer to the Wheatland store and gave it to the clerk behind the counter. This was verified by [redacted] and her supervisor at the corporate office but they have not stopped billing me for it. I started calling their offices 9/** explaining that the computer had been returned and the microwave was never delivered and that I was waiting for corrected paperwork so that I could start making payments, because they were charging me finance charges, taxes and property insurance base on a grand total that included merchandise that I did not have. Since September, I have talked to about 25 different Conns employees asking for a corrected contract so that I could began making payments and was told that Conns does not correct contracts. I told them on September **, 2013 to pick up the refrigerator because I was buying one from Home Depot and was told by the supervisor at the Administrative offices that it would be an voluntary repossession and I told them that I didnt care because I was not going to pay them due to them refusing to revisit my contract. Instead of picking up the refrigerator, they continue to call me all day and night harassing me for payment.Desired Settlement: I would like for Conn's to pick up the refrigerator as we discussed in September and to stop harrassing me day and night for merchandise that I have returned (the computer) and merchandise that was never received (the microwave).

Business

Response:

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: My husband and I purchased furniture from Conn's towards the end of [redacted]. The day before delivery a woman called letting us know that our furniture would be delivered the next day. The morning of delivery I received a call saying that our furniture had been damaged beyond repair and was un-deliverable. I called Conn's and nobody could or would tell me what happened. I was told that the furniture would have to be re-ordered and since it was on back order it would be another week or more before it would be in. I talked to our salesman who was unable to help us with any of the issues. I spoke with two different managers as well. What I asked for was that they order us the power model of the same furniture for our troubles given that it will be a total of three weeks since we originally ordered the product. The product that we ordered was the manual sectional set. The salesman, both managers, the district manager and the corporate office refused to do that. All the while not telling us what even happened to our furniture to begin with to make it un-deliverable. I asked for a discount then or anything for that matter to make us happy for having to wait three weeks total to have our new furniture. Meanwhile, we have no furniture to sit on in our house because we had given it to a needy family after receiving the phone call that our furniture was being delivered the next day. Never did I imagine it would be damaged. Everything I asked for which was not unreasonable was refused. The managers nor the district manager ever returned any of my phone calls when I left messages to call me back. They gave me the run around for days passing me around to other people all of whom could do nothing. I finally gave up. Our furniture was delivered and we did a service order on the loveseat the same day because it is damaged. So now we have someone coming out Tuesday to look at it. So the newly ordered furniture is damaged as well. Conn's promises to satisfy their customers no matter what.Desired Settlement: What I originally asked Conn's to do for us was order the power version of our furniture and give that to us. The difference between the two models is $400. They refused to do that even though their commercials and telephone jingles "promises to make their customers happy no matter what." I still would like them to order the power model for us and deliver that to us. We already have a service order on the furniture they delivered to us and it hasn't even been a week. I am very very unhappy.

Business

Response:

Review: Bought a [redacted] washer and dryer on [redacted] with a extended warranty, Called in on [redacted] to the service department to have a tech come look at my washing machine because it will not do a complete load of wash, Trips out on a (dc error message) which means out of balance. As of today [redacted] I have had 4 parts replaced and 6 Service Tech calls and still have a washer that does not work, Still cannot get the machine to finish a wash cycle, Still receiving dc error message. They have replaced the main control board, The Motor, The Gear Box Assembly, The Clutch Assembly, Now after they told me they were going to replace the machine they sent out another tech and ordered more parts (Some Springs), Per my extended contract it states that if they come out more then three times for repairs or the repairs extend passed 30 Days the appliance would be replaced. Cannot get a direct answer from anybody. I have spent a average of 60 dollars per week at the Laundry Mat, In 10 weeks is $600.00 bucks. I WANT A NEW WASHER NOW.Desired Settlement: I will deliver the old machine and pick up a new one of the same price I paid for my machine or refund my money for the washer, warranty and insurance. The total refund would be ($1497.45) refunded to my account plus $600.00 buck for having to use the Laundry Mat for 10 weeks. Grand total $2,097.45 refunded. [redacted]

Business

Response:

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

records show [redacted] purchased a [redacted] washer and dryer with us on [redacted]

with a 36-month repair service agreement. We have contacted [redacted]

regarding his concerns and based on his service history we have agreed to

exchange his washer under the terms and conditions of the agreement. [redacted]

is aware of the approval and will visit his nearest Conn's in the morning

to reselect another washer. We would like to apologize to [redacted] for the delay, and thank him for bringing his concerns to our attention to ensure they are properly addressed.

If I maybe a further assistance [redacted]

may contact me directly if he has any additional questions or concerns

you may contact me directly at [redacted] ext [redacted].

Kind regards