Conns Appliance, Inc.

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

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: 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: 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: I purchased (financed) a tv through conn's which was a 6 mths same as cash when the 6 mths was up I went back & purchased (financed) a [redacted] Queen adj. foundation for mattress we did our business upon signing the contracts I asked sales person to combine both contracts into one before agreeing to go through he assured us that it was combined before we signed. I received my new payment booklet and paid the amount agreed upon. After the 1st payment was made I started receiving phone calls saying I was late on payments that my stuff had never been combined I've gone into this store which is outta my way to resolve this issue once already and to stop there phone calls and to prevent my credit from going bad since but from the sales person or whomever screw up I'm still getting harassing phone calls 4&5 times daily . I agreed to pay. a total of $146.16 for both my tv and this. Now there saying there gonna have to take up more of my time to resove another issue which should have been done right the first time. Desired Settlement: I would like them to get it right so I can pay my bill like normal purchases should be and I would also like not to reiceve anymore calls from there computers or bill collectors because in all reality I paid on time the amt agreed to. And I would like to be reimbursed for the gas it took to get there.

Business

Response:

Review: I purchased a washer and dryer with an extended warranty. The washer won't work and they will not come out to repair it. Even worse, customer service will not let me speak with a manager and nobody will return my callsDesired Settlement: Would like my washer fixed immediately or my warranty fees refunded back to me

Business

Response:

Review: I purchased 4 major appliances from Conn's in mid October. I paid for a dishwasher installation which they were unable to do, due to the fact they didn't have the correct install kit for the dishwasher. I then had to pay a plumber to install it for me. I have been requesting my $119.99 plus tax refund for almost two months, have talked to about 15 people about it. Once I was told a check had been issued, it hasn't. I went to the store to get a refund put back on my back card, they couldn't do it, because of some technical thing with the warehouse. I am tired of dealing with these people. I wait for someone to call me back and they never do, they have repeatedly ignored my request. Their customer satisfaction is a joke.Desired Settlement: I would like a check mailed in the amount of $119.99 plus tax mailed to[redacted]

Business

Response:

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 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: 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 [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: I purchased a mattress in March 2013 and by September 2013 we were able to feel the springs. I called so it can be serviced and someone did come to check out the mattress. This was a company they use. When I received a call back from Conn's, they told me that the mattress did no meet the criteria for it to be serviced, that the damaged area had to be an inch and a half and the damage of the mattress was only one inch. Also they said to call back in 3 months again to be able to submit another service request and see if it met the criteria then. So called again in March 2014, by this time the springs are literally felt all over the mattress not just one area. Someone came to check it out and when I got the call from conn's, this time they said that because my mattress had one stain that it voided the warranty. I did go through my papers that I got the day of purchase, no where in those papers stated that if the mattress has a stain the warranty will be voided. Also when I expressed my concerns to the different people I spoke with, everyone said "unfortunately we cannot service it due to the stain". I asked to talk to management, I submitted a complain through them, I asked for repair of mattress so many times not replacement, and yet nothing! I also asked why this problem can't be fixed if I had purchased extended warranty and insurance, and I would get the same answer that due to the stain it voided the warranty. I told them that we were paying too much money for this to not be repaired. I am so frustrated that I even told them to pick up the mattress and take it back because I wasn't going to pay for something that wasn't worth the money and I was not paying them until this is fixed and still aren't willing to help me. It makes no sense to me why one of the customer service agents even said that I can remove the stain and then call them back after to submit another claim for service, I mean I wouldn't be calling them to repair the mattress due to a stain. The problem is the springs not a stain.Desired Settlement: All I want is for them to repair this mattress if it cannot be replaced. And if they aren't going to service it, well they can take it back and refund what we have paid which has been over $2,000.00. We did buy some couches and theatre system along with this, we are willing to still pay for those items just not for the bed if they aren't going to do anything about it. We can definitely go to Someone else who is willing to service us the right way.

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted] complaint. Our records show on 3/10/13, Mrs. [redacted] purchased a Serta iSeries mattress, a Serta iSeries box spring both items with a limited manufacturer warranty, a bed frame, Belmont furniture set with a limited 1-year manufacturer warranty, Bose home theater system with a 36-month Repair Service Agreement. Mrs. [redacted] received a free Kindle Fire with her purchase and selected to have her items delivered making her purchase total $4773.75. Our records show on 9/11/13, Mrs. [redacted] contacted us regarding her mattress; stating the mattress was sinking in after the spring made a popping noise. A service call was scheduled on 9/26/13; upon the inspection the technician no damage, no depression, and the mattress was up to the manufacturer specifications. On 2/12/14, Mrs. [redacted] contacted us stating the she could feel the springs through the mattress. Our records show we attempted to contact Mrs. [redacted] on 2/13/14,2/14/14, and 2/15/14; due to no response this work order was cancelled. On 2/19/14, Mrs. [redacted]’s work order was reopened. On2/20/14, Mrs. [redacted] was contacted and informed she was scheduled for service on 3/05/14. On 3/05/14, during the inspection the technician found the mattress was not contouring, the right side front bowed inwards and you can feel the internal springs from the inside when pressing down on the right side front and middle region, and the mattress was stained. On 3/11/14, Mrs. [redacted] was informed that since the mattress was displaying signs of stains and her manufacturer warranty would not cover it; per the manufacturer: Stains, soiling, fluid penetration or other signs of abuse may void the warranty and make your bedding ineligible for repair or replacement. Therefore, we are unable to honor Mrs. [redacted]’s request for repair or replacement. A copy of the manufacturer warranty information has been included in our response and has been mailed to Mrs. [redacted] for her records.

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

Kind regards,

Customer Relations

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: 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: 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 credit report shows that there was account opened under my SSN for Conn's in Jan 2009 and closed with LATE PAYMENT in [redacted] I have never opened ANY ACCOUNT WITH Conn's, NOR bought anything from this place. I tried to reach them to resolve this since it has affected my credit score but the company is now making fun of my situation and do not resolve the problem and it is hurting my credit score. It was not on my report until 2012! I called them and they said it is removed and you are cleared. It showed up again in 2014, same account into on my credit report and now they are not doing anything. This is very serious situation for middle income family as mine and I would like BB to step in and help me resolve this. Thank you.Desired Settlement: I want them to fix this fraud "Secured Loan" and remove it completely from my credit report and fix my credit with all three major credit bureau. This is totally unacceptable that company reps making fun of my situation and never put their manager on line to discuss the matter and I have to suffer with mental stress and financial loss due to low credit score. Please help resolve this problem. Thank you.

Business

Response:

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

concerns regarding a Conn’s accounts.

Mrs. [redacted] stated her credit report shows there was a

Conn’s account opened using her social security number in [redacted]

Conn’s has many data and privacy measures in place when

credit accounts are established.

We take the privacy and protection of our customers’

information very seriously.

We look forward to working with Mrs. [redacted] to resolve

this matter.

Our Fraud department has mailed Mrs. [redacted] a Fraud packet

and will reach out to her to obtain any further information regarding the

accounts. If Mrs.

[redacted] has any further questions she can contact our Fraud department direction

at ###-###-####.

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: In September of this year, 2014 we had our 80'' screen TV serviced using the provision of the warranty we purchased with Conns. While the Conn's technician was servicing our TV, he broke a piece off the main board. When we reported the issue to Conns, I was ignored at first, but after persistent calling, the cooperarate office notified me that the part on the TV was no longer available and we would have to use our warranty to replace the TV, even though it was not our fault. We could not replace our TV with the credit given, due to the fact it is no longer in stock and so we had to choose a more expensive model, which was smaller, and we had to pay the difference plus the price of a new warranty. They took our TV when they delivered the new one and now we have to pay 1,244.86 for Conn's negligence! I have tried to speak to the head of the department of customer service but my requests were denied. This isn't fair, and I firmly believe they should be responsible for the entire amount. This has cost us not only money, but time and mental anguish. After being loyal customers who have spent thousands of dollars in there store, this is how we were treated!Desired Settlement: We want Conn's to take responsibility for there technician's actions and credit the amount of 1,244.86

Business

Response:

Thank you for the opportunity to respond to [redacted]

complaint regarding a purchase under the name [redacted]. Our records

show on 2/14/12, [redacted] purchased a [redacted] 80” LED TV (with

a 49-month Repair Service Agreement). [redacted] elected to have his

television delivered; [redacted] signed acknowledging his television was

received in good order.

[redacted] contacted our Service Department on two separate occasions

regarding his television.

· On 9/08/14, we were contacted

regarding his television was not connecting to the WiFi and the volumes down on

its own. A service call was scheduled; after the inspection the service technician

ordered a main board and WiFi module.

The technician reported on 9/16/14, he replaced the main

board and WiFi module; tested the television and the unit tested ok.

· On 9/25/14, we were contacted by [redacted] stating the audio connector was broken. A service call was

scheduled; during the inspection the technician confirmed the audio connector

was broken from the main board. The service

technician attempted to order the parts; however the main board was no longer

available.

An exchange request was submitted under the Terms and Conditions

of the Repair Service Agreement on 10/18/14. [redacted] was issued a credit up to the original amount paid which was $4,499.99

due to the original television not being available. On 11/26/14, [redacted] elected model [redacted] which was $500.00 more than

the approved credit given and a 49-month Repair Service Agreement priced at

$649.99; [redacted] financed the difference of $1,244.86 with Conn’s Credit on

a 12-month Cash Option Term.

After researching [redacted] complaint we are unable to confirm

what happened to the audio connector however; we did confirm it was attached to

the main board that had been previously serviced. We spoke with [redacted] on 12/15/14,

regarding her concerns. We offered to

cancel the warranty on [redacted] new television and issue her a refund to

her account. Then transfer the warranty

from the [redacted] rejected the offer to ensure she had coverage until 2018. She requested a refund of the $500.00

difference that was paid toward her new television. Conn’s has agreed to honor her request; and the

credit has been processed and will post to [redacted] account within 3-5

business days.

Sincerely,

Review: I previously opened an account in October 2013 and receive no intrest for 1 year cash option to pay off my account, in march I went back into the store to make an additional purchase. Store employee [redacted] insisted he could add the purchase to my existing account and that my payments per month would be raised from 79. per month to 111 per month and my payment would be 1 day sooner then previous. When I came time to make my next payment I noticed that the information was not updated online so I called customer service and was advised that there was not just 1 account there were now 2 account and 111 was due on the 15th of each month and 79 was due on the 16th. I said that was not what I agreed to. The customer service agent said he would open a ticket and suggested that I go into the store and speak to the associate that had taken care of me that day when I went back into the store he denied telling me that there would only be 1 account and said that I miss understood him. I asked him at least 5 times that night about the new payment amount because I was wondering why it did not go up more. He shook my husbands hand and said its one account you have my promise. now customer service says to combine account to make payment affordable I must decline all cash options or do a volunteer repo on the merchandise. But that's not what we agreed to the date we made the purchase My credit is now being hit for a late payment when the customer service agent said to not make one of the payments and that it would be fine because he opened a ticket for it.Desired Settlement: I would like to have the 111 payments and both accounts be combined with my cash option like I was promised.

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted] concerns regarding accounts #[redacted] and #[redacted]. According to

our records Mrs. [redacted] signed a 30-month retail installment contract on October 16, 2013 which

included a 12-month no interest promotion. Additionally, she signed a 32-month retail installment contract on March 1, 2014 which

also included a 12-month no interest promotion. Mrs. [redacted]

is stating the two contracts were to be combined into one monthly payment and

include the 12-month no interest financing.

Please note, a contract with an add-on account is not

eligible for our no-interest financing offer. However, as

a good will gesture, we are willing to reinstate Mrs. [redacted]’s 12-month no

interest financing and remove the late fee on the account ending in [redacted] The two accounts would have to remain separate. Mrs. [redacted]

would need to remit the past due amount in order to do so.

If Mrs. [redacted] would like to combine the accounts, we can do so, but she

would forfeit the 12-month no-interest financing for both accounts. If she would

like to forfeit the 12-month no-interest financing for both accounts, she would

need to go into the store to combine the contracts.

We value Mrs. [redacted] as a customer and sincerely apologize for

any inconvenience she experienced regarding this matter.

Thank you,

Credit Help Desk Specialist

Conn's

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 see consumers new issue and address.Repair Issues - An unreasonable or excessive delay in completing a repair

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,