Conns Appliance, Inc.

Review: Ill keep it short and to the point / I had a tragic incident happen to me, as I was moving I had my belonging in an automobile ready to be moved, it started to rain so I decided to wait to move my stuff till the morning so that I do not ruin my electronics, so I parked my stuff and went inside, the next day I come out my house to find all my belonging stolen, I made a police report on the stolen items, submitted it to cons claims company, I waited 2 months to get approval to have conns replace my stolen items I sent in every item they requested and then and the end of the 2 months I was told I was denied because the claims company could not get any information from the police dept. I find it hard to believe they could not get any information. I gave the incident report number and it public records so all the information is there for them to see. And I sent them a copy of it as well. I was paying on my items while its was pending. I am very upset with the fact they will not replace my items. Why do we pay for insurance if youre just going to deny it. Not a good way to conduct business.Desired Settlement: all I want is to have my stuff replaced so I can continue to make my payments like I always have

Business

Response:

Thank

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

#[redacted]. Mrs. [redacted] stated she filed an insurance

claim because her product was stolen and her claim was denied.

According

to our records, Mrs. [redacted] signed a 30-month retail installment contract on

February 9,

2014. This contract also included

a 12-month no-interest promotion. This

contract also included property insurance.

Mrs.

[redacted] filed an insurance claim on February 2, 2014 with Assurant. Assurant received the notarized statement;

however, they have been unable to confirm the loss. The police department stated the

investigation is on-going and they cannot release any information at this

time.

Since

Assurant is unable to verify the loss and they cannot obtain the required

information, the claim has been denied.

Once the police have concluded their investigation and Assurant can

access the required information, they will research the claim

again.

Consumer

Response:

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

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

Regards,

they said I signed a 30 month contract on February 9, and filed a claim on February 2nd. that would be impossible, I filled the claim on February 28th at conn's but it did not go through so then I sent it in again a couple of days later. the insurance company never told me they would re look at my claim as soon as the investigation was finished. they just said it was denied. nothing else can be done.

Business

Response:

Thank

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

regarding account #[redacted]. Mrs. [redacted] should have received a letter in the

mail from Assurant stating that her claim was denied due to them not being able

to obtain the information from the police department. The letter also stated

that Assurant would review the case again once they are able to obtain the

information from the police. Until that time, the claim will be denied.

Review: On Friday June 27, I bought a Refrigerator for $1,818.59 USD, my invoice # [redacted] in the Conns store# [redacted] in Mesquite TX. I was told that the refrigerator would be delivered to my house on Sat. June 28. When they went to delivery on Sat. June 28, they didn't wanted to leave it because the Fridge didn't fit through my door, I asked them to remove the Fridge doors so I could fit and the people who were delivering the Fridge refused to do it and they return it to the store. On Sun. June 29, I went to the store again and I was told that the people who made the delivery, should have removed the Refrigerator doors to fit it into my house and I was told that they were going to make the delivery again Mon. 30 of June and that they would send people who will remove the refrigerator doors to get him to my house, I spent all Monday waiting for the delivery and it never arrived, then I call again the store and they told me that there was a problem with the Computer System. I was told that they were going to call me Tues. 1 of July to my delivery, to confirm my delivery by Wed. July 2. On Wed July 2 they called me to tell me that they were going to deliver the Fridge in my house between 12 Pm and 3 Pm, at 3 pm, I call back to the Warehouse, and the manager told me that they didn't have the refrigerator that the problem was with the store not the warehouse. After I went to the store again, they told me that the problem was with the Warehouse, not with them. I am diabetic and this is causing me health problems, now I had waste time and gas to go to the store and the warehouse, and neither the store nor the warehouse knows where the Fridge is. At this moment is 6:30 pm on July 2, and after hours of waiting I still havent solve anything, they told me that there is no one who can solve this problem. This is unfair because pay cash, they made me lose 4 days of work, gas and time, affecting my health as I am diabetic and so far there is no solution. I hope that whoever reads this claim please help me.Desired Settlement: What I seek with this complaint is that they give me a new refrigerator, since the one I bought seems that they cant find it, plus I want to be compensate for the economic losses generated by this problem, including gasoline, days of work and my health.

Business

Response:

Thank you for the

opportunity to respond to Mr. [redacted] complaint. Our records show on 6/27/14, Mr. [redacted] purchased a

Samsung French door refrigerator from us and elected to have this item

delivered. Our records indicate Mr. [redacted] was scheduled for delivery on 6/28/14; however during delivery

it was found the refrigerator was too large to enter Mr. [redacted]’s residence

therefore he suggested to the delivery team to remove the doors off the

refrigerator so it would be able to enter his home. The delivery team

stated to Mr. [redacted] they could not remove the doors from the refrigerator and

the refrigerator was returned back to the warehouse. Upon managers review

we found they were able to remove the doors and complete delivery. Mr.

[redacted] was rescheduled however due to lack of communication his refrigerator

was not delivered as expected. Mr. [redacted] was contacted and as of 7/03/14 his refrigerator has been delivered. We appreciate Mr.

[redacted] as our customer and as a token of our appreciation we have sent Mr.

[redacted] a $100.00 gift card to the address provided in his

complaint.

If we may be of further

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

Kind regards,

Review: Conn's Appliances financed a refrigerator for me in the amount of $1,018. The account had a 1 year same as cash policy. The account was paid in full December 2013. Conn's is now saying that the account was $18 short. During this same timeframe I was in a similar dispute with them on a previous account in which we agreed to settle. It is my belief that Conn's purposefully took money paid on the different account and attached it to the other account so that it would appear as if I did not meet the contract requirements. I received no account statement, no phone calls, no form of contact letting me know the state of the account. Now they are requiring me to pay an additional $401 on the account.Desired Settlement: I would like them to record my account as paid in full to their records and to the credit bureaus.

Business

Response:

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

stated he paid off the account and it should be closed.

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

retail installment contract on January 16, 2013. That

contract included a 12-month no-interest financing promotion. The balance

due by the end of the 12-month no interest financing offer totaled

$1130.37.

This amount included the invoice amount of $1,018.53,

as well as $111.84 for property insurance.

Mr. [redacted] remitted 10 payments of $100.00 each during

the promotional period totaling $1000.00 on account #[redacted] This left an

outstanding invoice balance of $130.37. Mr. [redacted]

did not receive communication regarding the account balance for account [redacted] because it was in paid ahead status. This pushed

out the payment due date to July 16 2014.

Mr. [redacted] also stated he had a similar dispute

involving a previous account and he believes the payments he made on account

#[redacted] were applied to the previous account.

According to our records, Mr. [redacted] signed a 36-month

retail installment contract on August 2, 2011 which created account #[redacted]. That

contract also included a 12-month no-interest financing promotion. Mr. [redacted]

forfeited his no-interest financing promotion on account #[redacted] because the

payment he submitted in the amount of $1370.85, on August 2, 2012, was

returned by his financial institution due to NSF. After

several months of failed contact attempts, we were able to reach Mr. [redacted].

On November 1,

2013, he was offered a settlement amount to pay only 40% of the

outstanding total balance.

Mr. [redacted] agreed to pay $808.34 on account

#[redacted].

Four payments in amount of $202.08 were scheduled as

automatic payments as a part of the settlement agreement. The automatic payments scheduled for this account are as

follows:

November 5, 2013---- $202.08

December 5, 2013----$202.08

January 5, 2014--------$20208

February 5, 2014------$202.08

Once the last payment posted to account #[redacted] on

February 5, 2014,

the remaining balance of $1170.83 was charged off as agreed. Account

#[redacted] was closed as of March 7, 2014 and a settlement close out letter was mailed

to the address we have on file for Mr. [redacted].

As of August 1, 2014, the payoff balance for account #[redacted] is

$363.00.

Please note, the payoff amount is updated

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

contact us for an up-to-date payoff quote on the day he plans to remit the

payment.

Consumer

Response:

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

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

I contacted Conn's today in regards to question the insurance part of the agreement. They stated that I did not provide proof of home owners insurance. Though they did not mention any of this at the signing of the contract otherwise it would have been taken care of. The customer care representative associate stated that they quickly denied reinstating the same as cash deal due to it not being paid in full now owing ($130.00) but if I bring proof of insurance they will cancel the insurance part of ($111.38) bring the total back to ($18.53). She also stated that they "may" reinstate the deal allowing me to pay the ($18.53). I still do not believe that they will but I will cooperate and I have sent them the copy of my insurance. to see what they are going to do. The only expectation I have in resolving this account is to pay the remaining balance of the same as cash offer with was $18.53.

Review: I applied for credit to purchase a computer from conns on [redacted]. So far I had made 3 on time payments. I have a credit monitor sercice and I've noticed that they havent reported any of my payments. So I dicided to call custumer service. I was bounced from representative to representative and no one was able to help me. Im only asking to fix a simple problemDesired Settlement: I'm only asking conns to correct the problem and correct my credit report.

Business

Response:

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

concerns regarding account #[redacted]

stated he has made three payments on the account; however, we are not reporting

the information to the credit bureaus.

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

retail installment contract on [redacted]. We have been reporting accurate information

to all three credit bureaus since the account opening date.

Please note it could take the three credit bureaus 30-60

days to update [redacted] credit file. We

are obligated to report factual information to the credit bureaus. If [redacted] believes we are reporting

in error, we ask that he fax a copy of his credit report to [redacted] for further review.

Review: went into the store to make a purchase-the sales person [redacted]-did alot of fast talking and I believed everything he said-i was ONLY approved for a $4,000.00 credit limit-my bill came in at 5158.15! I made 2 purchases on 7/25-the second one was a computer that I was undecided to the less expensive one or Mac-was told that I can use my 10% discount on the MAC and if I put down 300.00 I would be below my limit--i did not get my 10% discount nor stayed below my limit-I called Conns 1-800 number for help and they told me I had to go into the store in person-I was living still in ** and had to wait until I was back in **-I went into the store on 8/25 and was told I was directed to the manager on duty and he not only told me I was lying but I did not get my 10% off even though I have my letter still and was told that the "extra" charges was delivery and taxes and that [redacted] no longer worked at this storeDesired Settlement: would like my 10% off that I was promised on my computer and letter and a clear written explanation on how and why I was allowed to go over my $4,000.00 approved credit

Business

Response:

Thank you for the

opportunity to respond Mrs. [redacted]’s complaint. Our records show on 7/25/14, Mr. [redacted] purchased a [redacted] with a 37-month Repair Service Agreement, a Serta Initiative, (2)

king/twin XL box springs, and a Frigidaire freezer. Mrs. [redacted] received a

free 32” Haier LED TV with her qualifying purchase; Mrs. [redacted] elected to have

her TV and her mattress set delivered and elected to pick up her Macbook from

our [redacted] location.

We received Mrs. [redacted]’s complaint and confirmed she received a

promotional offer for 10% off discount and 12-months no interest on her new

purchase. After reviewing Mrs. [redacted]’s invoice and promotional letter we

found Mrs. [redacted] purchase only qualified for the 12-months no interest.

The items Mrs. [redacted] purchased were manufacturer unilaterally priced which is

excluded from the 10% discount. Per the promotional offer: Offers valid on any

single item purchase $599 and up when made with Conn’s Credit. Excludes [redacted] and manufacturer unilaterally priced

items.

Therefore, we are unable to honor Mrs. [redacted]’s request to credit

her account 10%. We have included a copy of the promotional offer that we

were offering at the time of Mrs. [redacted]’s purchase. We value Mrs. [redacted]

as a consumer and appreciate her business with us. As a token our

appreciation we have mailed Mrs. [redacted] a $100.00 gift card.

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

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

Kind regards,

Review: In [redacted] my [redacted] entered the store on [redacted]. in [redacted] and asked the pay off balance for our account and gave them that amount. Over a year went by with no contact from Conn's and we were under the impression that all was well.

[redacted] of this year I recieved a phone call from Conn's stating that our regular monthly payment was do and that we had a payoff balance of over $[redacted]. When I spoke to customer service a lady told me that the amount we paid in [redacted] (the amount paid at that time was $,[redacted]) was not actually the entire pay off amout so our payment was divided into monthly payment while we continued to aquire intrest on the entire amount. When I explained the situation she checked the records and said that we were just over $** short of paying the full amount and she would check with corporate about allowing us to pay that amount and being done with it.

After a small amount of time passed we began getting phone calls saying that it was our fault the wrong amount was paid in [redacted] and it's their practice to seperate large payments into monthly payments and that we are just out of luck and needed to pay. We are also being told now that the amount paid in [redacted] was $** short not $**. They have also begun threatening my credit.Desired Settlement: I believe that if they had any appreciation for customers that have spent thousands of dollars in thier store in the last four years (well over $[redacted]) they would allow us to pay whatever we were short of paying off the balance in [redacted]. At this point I am thoroughly convinced that that is not the case so I would be willing to accept it if they would take the payment made in [redacted] and apply it to the principal balance at that time. If they would do that I would be willing to pay that amount along with the interest that could be aplied to only that amount. I would also want my credit to be cleared of anything they have put on it regarding this matter.

Business

Response:

Thank you for

the opportunity to respond to **. [redacted]’s concerns regarding account #[redacted]. **. [redacted] stated his [redacted] made a payment on

the account in [redacted] in the amount of $[redacted] and this should have

closed the account.

According to

our records **. [redacted] called our automated system on [redacted] and was

given a payoff quote if $[redacted]. On [redacted], **. [redacted] submitted a

payment in the amount of $[redacted]. Then, **.

[redacted] submitted another payment in the amount of $[redacted] on [redacted];

however, he did not request an up-to-date payoff quote at that time and the

outstanding balance was not paid in full.

**. [redacted]

did not receive any further communication about the account because the account

was in paid ahead status and the next payment was not due until [redacted]. On

[redacted] called our automated system again and received a

payoff quote of $[redacted].

As of September

18, 2014, the payoff balance on the account is $[redacted]. This balance includes a past due amount of

$[redacted]. Please note, the payoff balance

is updated daily. If **. [redacted] would

like to pay the account balance in full, we ask that he call the day he plans

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

Consumer

Response:

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

As I stated in my original complaint the payment of $[redacted] was made in person in the store with the stated understanding that it was the proper amount to pay off the account. Even if that understanding was incorrect it was stated plainly to the person that took the payment and we were left with the understanding that it was correct. The part of all this that I see to plainly be bad business practice is that a payment so large and so close to the payoff balance would be split into multiple monthly payments thereby ensuring that all their interest could be collected instead of being applied to the principal of the loan. I have yet to speak to a single person (outside of Conn's collection office of course) that does not agree that this is shady practice and bad treatment of what at the time was a loyal customer. I would like to point out again that the first person I talk to in Conn's customer service department agreed that it was an illogical assumption to believe we wanted to pay all but around $** of our account, to have it split into over a years worth of monthly payments. She attempted to do the proper thing and put in a request for us to be able to pay the amount we were short when we made the major payment last year and be done with it. Her request was obviously denied and frankly I would be surprised to find out that she still worked there. It is plain to me that Conn's is only interested in taking what they can get away with and not in properly caring for their customers. This is something that I think should be plainly reflected in there rating with the Revdex.com.

Regards,

Business

Response:

Thank you again

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

#[redacted].

**. [redacted]

stated his [redacted] made a payment in the amount of $[redacted] in the store. When a payment is processed in the store, the

receipt has the remaining payoff balance printed on the receipt for the

customer to retain for their records.

If **. [redacted] would like to pay the account balance in

full, we ask that he call the day he plans to submit the payment for an

up-to-date payoff quote.

Review: I purchased a freezer from Conn's in May. Within a week I started having issues and called for service. Their tech came out. Issue was not resolved. After the 3rd service call, the center told me to fill out a loss food form. I submitted it and it was denied because I didn't purchase their extended warranty. But had I returned it before the 30 days, Conn's would have charged me a restocking fee After numerous service calls my freezer is still not working. The tech that usually comes out has been very helpful but neither Conn's or Fridgidaire are being helpful. I have lost over $250 worth of food while both companies figure out who is responsible for fixing the freezer and doing trial and error to get it fixed. But Conn's expects their monthly payments on timeDesired Settlement: I would like my freezer to be exchanged and to be compensated for the lost food. If they won't compensate me in cash for the food, then I would like the difference of the cost of the freezer and the claim I submitted. Or have my payments suspended until the issue is solved.

Business

Response:

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

complaint. Our records show on 5/25/14, [redacted] purchased a [redacted] freezer with a 1-year limited manufacturer’s warranty. [redacted]

was scheduled and received in freezer on 5/26/14 in good order.

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

service department on four separate occasions stating her freezer was not

freezing.

Review: On Oct 26th at 3:14pm I received a call, on Oct 28 at 11:40am I received a call indicating that I was delinquent. I advised that I had made the payment through a 3rd party that has consolidated my bills and ran into a problem with the account number for CONN's to make my payment. I advised that they requested a copy of a statement showing the exact account number. Also, I requested to have this emailed or faxed so I could get it handled quicker. She told me she would need to forward it to an offline group, so I said email only then since I didn't want my financials being displayed here at work. She advised that I would need to call back in a couple of days to check the status. I advised that this is unacceptable. I work and I don't have time to keep calling back to follow up on a status. She commented that she is not able to make outbound calls, so I asked if she had a supervisor that could. She reached out to her supervisor and she advised that if I don't receive it in email then to assume it has been mailed.

On Oct. 29, I receive a call from Conn's at 8:07am, 9:11am, and 10:30am. I have answered each of these calls and the first 2 hung up. The 3rd one [redacted] ID # [redacted] answered the phone. I am extremely upset since, I just advised them of what was going on and I was waiting on them at this point. I told her I was at work and I can't be having these calls. I already spoke with someone yesterday. She proceeded to go into a lecture. I told her I spoke to them yesterday and it should all be notated. She said it wasn't and again tried to go into a lecture. I asked to speak with a supervisor. When he answered the phone he sounded like it was a bother from the get go. I told him that these calls and lack of documentation are unacceptable and when someone says they are at work that doesn't mean go into lectures. He said well I listened to you talk and now you're going to listen to me. I said no sir you're not going to talk to me like this and he said you don't talk to me how you want and then tell me how to talk to you. I said forget it I will contact the Revdex.com. He said go ahead we have not done anything wrong.Desired Settlement: I want time to resolve the issue that I have already reported. I also don't want a call every hour from an automated caller. I prefer not to receive any calls till after 5PM CST. Just like the reps there can't receive calls at work either can I. Calling me multiple times a day is not going to resolve the issue.

Business

Response:

Thank you for

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

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

been receiving multiple collection calls each day and she would like the calls

to stop.

We have placed

a cease and desist on the telephone numbers associated with Mrs. [redacted] account. On October 29, 20114 we mailed

Mrs. [redacted] a copy of her payment history and the other information she

requested.

We will attach

a copy of the payment history for her records. If Mrs. [redacted] receives any further collection calls, we ask that she contact us directly so we may address the matter further.

We value Mrs. [redacted] as a customer and sincerely apologize for any inconvenience she has

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

Review: I received a "Pre-approved Credit Offer" from this company, in the mail. The most glaring, heavily emphasized element of this offer was that I had been "Pre-approved for up to $2000.00 in Conn's store credit. This was gaudily displayed in huge font at the very top of the first page. There was no indication that credit bureau screening would be involved in this offer. It did say repeatedly that I had a limited time to process this offer and take advantage of my "Pre-approved" opportunity. I proceeded to call the toll-free number and begin a process that was clearly defined by the Conn's terms as Pre-approved credit business. I had invested a significant amount of time and given numerous details of personal info (DL #, social, DOB, etc) when I was finally told that my "Application" for credit was entered and if I would call back in 30 minutes that I would receive a decision about my "Application". I then pointed out (very calmly) that the information that they had mailed me was defined as PRE-APPROVED, etc. I was told that I had misunderstood that part and that the credit bureau findings would determine if I qualified for a Conn's account. I then re-visited there terminology and asked the obvious question. How does any company label an offer as PREAPPROVED Credit and then completely change the formula once an individual has invested time and effort in exploring the business offer? The representative was abrubt, disrespectful, and insulting. I then informed her to cancel the entire process. There are clearly defined laws regarding False Advertising, etc in the federal statutes. I attempted to point this out to the Conn's representative and she became even more insulting and then hung up on me before I could ask for a supervisor. I am not happy about this at all. The reality is that I have indeed suffered some bad financial struggles [redacted]. I know that my credit score is badly damaged, but I still will not tolerate being treated in this fashion. I did not ask them to consider me for a credit account. They solicited my efforts with a BLATANTLY DECEPTIVE mailed letter to me personally. This should not be acceptable! Can corporate entities never be held accountable for their conduct? Everyday people are the life's blood of the consumer pool, but BIG BUSINESS constantly abuses us whenever the moment presents itself. This is WRONG!Desired Settlement: Conn's should be required to extend me the printed offer of $2000.00 credit at no more than 13% interest! I know this will probably not happen, but if they fail to address this in some satisfactory way, please let me know how can a False Advertising charge be filed against them in an appropriate court. I would certainly follow-up on any guidance that the Revdex.com could offer me.

Respectfully[redacted]

Business

Response:

Thank you for

the opportunity to respond [redacted] concerns regarding credit approval

[redacted] will

receive a letter in the mail within 30 business days letting him know the

reason his credit application was declined at this time. Many factors go into a credit decision and

are explained in this latter.

If any

additional questions arise, we ask [redacted] to contact Conn’s at the number

provided on that letter. Thank you,[redacted]

Business

Response:

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

credit application.

Upon further review, we understand that [redacted] received a "pre-approval"

offer. As explained in our previous reply, many factors are reviewed before an

offer of credit is decisioned as approved or denied.

It appears at the time of [redacted] credit application, we did not

receive his "pre-approval" status and apologize for that inconvenience.

In order to fully decision his request, we ask that [redacted] contact his local

store to assist us in gathering more details.

We value [redacted] as a customer and sincerely apologize for any inconvenience

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

Review: Purchased a $900 recliner End of [redacted]. A couple of months later bottom portion wouldn't close (foot rest). Notified Conn's their service reps are extremely rude!! I took them weeks to get a tech out and then took a month to receive parts to make repair. Then another month for the tech to come out and make the repairs! It has been only been about 3 weeks since the tech made the repair and now the recliner bottom portion (foot rest) will not open!!! Each time I call CONNS their service people are EXTREMLY RUDE and HATEFUL!!!!!!

The tech did state when he came out to my home the 1st time, that they have a lot of complaints with the brand of recliner I purchased. I believe CONNS had prior knowledge of this certain recliner having issues!!!!!!! When I purchased this item this was never disclosed.Desired Settlement: The service tech has been at my home on three different occasions and the issue with the recliner STILL HAS NOT BEEN RESOLVED!!! This recliner is obviously defective !!! I want Conn's to come pick up this recliner and be given a FULL CREDIT on my account for this purchase!

PLEASE HELP!!!!!!

Business

Response:

Thank you for the opportunity to respond to

[redacted]’ complaint. Our records show on [redacted],

[redacted] purchased a [redacted] recliner with a limited 1-year

manufacturer warranty. [redacted] elected to have her recliner

delivered; on [redacted]

signed acknowledging her recliner was received in good order.

We received [redacted]’ complaint and found

she contacted our service department on[redacted];

stating the recliner was not staying closed and hard to open. We

attempted to contact [redacted] on [redacted], and [redacted] to

schedule an appointment, but due to no response her service order was cancelled

on [redacted]. On [redacted]’ service ticket was

re-opened. [redacted] was scheduled for service on [redacted]. During [redacted]’ inspection;

the serviceman found the recliner mechanism bent and no longer locking into

place. The part was ordered on [redacted] and

some parts became available on [redacted].

[redacted] was scheduled for service on [redacted];

the serviceman removed and secured side arms, installed new pull release, and

found [redacted] did not receive the replacement mechanism. On [redacted], another mechanism was re-ordered and

scheduled to be delivered 7-10 business days. Once [redacted] receives

the mechanism we ask that she contact our service department at [redacted] to schedule an appointment

to complete repairs. Our records do not indicate there

is a known defect with the [redacted] recliner. The problem [redacted] is having is common

with use and the manufacturer warranties the mechanism for “lifetime” meaning

normal, useful like as determined by the manufacturer. Therefore, we are unable to honor [redacted].

[redacted]’ request for an exchange at this time.

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

[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. First of all the dates that were listed that you were unable to reach me is because your service department was calling an old phone number!! After I had provided a current phone number when I called to talk to them. Your company neglected to order the parts needed to complete the repair until more than a month after. Because I called in AGAIN about the recliner! When the tech came out AGAIN and made the repair is was NEVER NOTIFIED ANY FURTHER WORK NEEDED TO BE COMPLETED!!!! I WAS TOLD THAT THE RECLINER WOULD BE IN WORKING ORDER!!!!!!! THIS SITUATION IS JUST AGAIN AND AGAIN A REFLECTION ON THE INCOMPETENCE I HAVE HAD TO DEAL WITH OVER AND OVER AND OVER WITH CONN'S!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! THIS IS UNACCEPTABLE!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

Business

Response:

We have reevaluated [redacted]

previous service order that was cancelled and confirmed the phone number shown

on her Revdex.com complaint is the number that [redacted] attempted to contact her on

prior to cancelling the service order.

(Please see attached).

Since our last response [redacted]

contacted us on [redacted] stating she received the parts; a service call was

scheduled for [redacted]. When the serviceman arrived he found the box with the

mechanism had been left on the outside of the house while it was raining. The mechanism had been wet and had rust

spots. Conn’s agreed to reorder the mechanism

and we confirmed [redacted] received one box on [redacted] and the other on [redacted].

We show [redacted] attempted to contact [redacted] at [redacted] on

[redacted] and [redacted] and did not receive a response

therefore the service order was cancelled on [redacted]

Although we are unable to exchange

[redacted]’ recliner we are committed to repairing her recliner. [redacted] will need to contact our service department

at [redacted] to schedule an appointment.

If we may be of further assistance,

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

Kind regards,

Review: The sales representative brought up my name on the DOS computer, and found that I had been a previous customer of yours. The name she had in your records was an old name, and I presented my identification as proof. She pointed to the customer service phone number and assured me the corporate office would change my name if I call. She told me "they" were not able to do it in the store. She printed off the contract with my old name and told me I needed to sign my name as it is written on the contract.

I went home and called the customer service's office right away...the representative over the phone told me it is nearly impossible for them to change my name. I complained about this, she put me on hold, then told me to fax over a copy of my driver's license and social security card and they will change my name promptly. I did as such. I even have a confirmation the fax was received. I called a few days later, and they tell me there was NO record of receiving this fax and they asked me to fax it again. And I did. I also faxed over my insurance declaration page so your firm would drop the charge for my insurance. I also completed the form to cancel the service agreement. I have confirmations for all documents having been successfully sent to said fax numbers.

When I called that same day, I was told there was no record of your firm ever receiving any of the documents stated above, and a manager told me she would not change my name at all.

I am very disappointed with Conn's customer service. This has been such a frustrating ordeal. I fill CONNED by Conn's...I will make it well known to anyone and everyone I know about the treatment Conn's has provided a RETURNING customer.Desired Settlement: The insurance and service agreement need to be cancelled immediately.

Business

Response:

Thank you for

the opportunity to respond to [redacted] concerns regarding account

#[redacted] stated she has

requested the insurance and service agreement be removed from her account.

According to

our records, [redacted] received an insurance credit on January 6, 2015 in

the amount of $156.60. This amount includes $120.46 for the insurance and $36.14

for taxes. She received an additional credit for the

Repair Service Agreement on January 27, 2015 in the amount of $173.19. This credit includes $159.99 plus 13.20 for

taxes.

Please note

the credits for the insurance and RSA does not adjust the minimum monthly

payment due each month. We have attached

a copy of [redacted] payment history showing the credits applied to her

account for her records.

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

Thank you,[redacted]

Review: I have notified this company on numerous ocassions . My complaint has been ignored regarding accounts open in my name [redacted] and [redacted] without our consent or knowledge.The accounts has caused irritable harm to our credit and livelihood. Conn's has failed to provide any documents or reason these accounts are established using our identity. This matter has been ignored over a year. Once I fax affidavits and fraud packets to this company . My information [redacted]Desired Settlement: I these account be removed off our credit report or a letter explaining why this happen? IAlso need a legal address to serve legal notice.this has caused a lengthy harm. and documents can be fax direct to me [redacted]

Business

Response:

Thank you for

the opportunity to respond to [redacted] concerns. 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 [redacted] to resolve this matter. The account has been investigated by

our fraud department.

If [redacted] has any further questions he will

need to contact our Fraud department directly at [redacted]. Thank you,[redacted]

Review: Purchased dryer from local store. The delivery team did not install dryer air discharge hose or if installed it was not done properly. Used dryer first of 3 times and I woke with hot and humid air in bedroom and closet where dryer is. Second time it happened I was rushed and because of my disability was unable to check back of dryer. Finally got a friend to check and he informed that the dryer hose was not connected to anything-just lying there.

It has been over 24 hours and all I was told was that this situation would have to be sent through channels and might get an answer in 48 hours. $600.00 dryer and it sits like a piece of junk. Why are American companies going to China-I think I know.Desired Settlement: Want the dryer hose hooked-up and anchored so it will not come off . And an apology with promise that they will emphasize to all department people that they are all part of a team and that one bad rotten apple can spoil the whole bunch. Also a reminder that it is all about the customer. Conns failed here.

Business

Response:

Thank you for the

opportunity to respond to [redacted] complaint. We reviewed [redacted]

complaint and found that his issue has been addressed. [redacted] complaint

has been forwarded to upper management for review to ensure this issue does not

happen in the future.

[redacted] confirmed on

5/1/15, the issue was addressed to his satisfaction. We sincerely apologize for

any inconvenience [redacted] experienced as a result of delivery.

If we may be of further

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

Kind regards,

This has been a nightmare since I got this laptop within the third week the pc has had issues they sold me a used computer at a new price I called them and asked they honor this and take the pc back and give me a new one they told me no I should have called the first week well duh it went down on the 3rd week so ok I call the warrenty dept in which I paid a extra 299.00 for that service and it is now march 2015 and I have still not heard from them. I called Toshiba and they sent me to click for support who charged me for working on this pc. ok so I make my payments on time and then I collapsed on way to work taken to er put in hospital for 4 days had heart surgery so I called conns immediately after getting out of the hospital and tried to make pymt arrangements finally after weeks of calls and their collection dept harassing me on a daily basis 5 and 6 times a day they agree to half payments now all the sudden they are calling my sick mom who is 80 years old just out of hospital on oxygen they called her 6 times in a row this is ridiculous I have asked for a ceo or higher up to contact me to no avail all they send you is mgrs. who are just as lame as the customer service and collections dept. so I will be contacting the atty general ofc and a consumer advocate this has to stop conns needs to be shut down and anyone who has had or having these issues please feel free to contact me [redacted] as I am going to start a case hopefully soon am waiting 72 hours to see if I hear from anyone and see if this will be resolved as I filed a complaint with corp. ofc Beaumont

Review: I bought a [redacted] 46" deck from Conn's on Town East in Mesquite, TX from [redacted] on [redacted]. Took it home and took the safety feature off, filled with gas and oil, it fired right up but when you drop the blades it automatically dies. I have contacted the store everyday since. I have talked with my sales person and the person over the lawn movers and the store manager everyday. They tell me someone will contact me. Ti's now been 11 days and no one has contacted me. I spent $1700 on a lawn mower that I can not even use. I am very upset and have contacted the new media.Desired Settlement: I need someone to please repair this lawn mower as soon as possible so I can use it.

Business

Response:

Thank you for the opportunity to respond to [redacted] concerns regarding the repair of the lawnmower he purchased in [redacted]. Our records indicate that we completed the repair as of [redacted]. In the event [redacted] has additional concerns, he can contact me directly by calling [redacted]. We value [redacted] as a customer and sincerely apologize for any inconvenience he experienced concerning this issue.

Sincerely,

Review: We made our [redacted] payment of $140 for our conn's acct #[redacted] via [redacted] bank draft for [redacted], we received our first call from conn's on [redacted] requesting payment at that time I contacted my bank who contacted Conn's they spoke with [redacted] who made confirmation that payment was made but misapplied they would have matter resolved within 3-5 business day's. On [redacted] we received another call from Conn's requesting payment on same acct we then explained our payment was misapplied to a closed account and was promised to us on [redacted] that they would move payment, [redacted] (Conn's) then stated that if we do not make payment on [redacted] we would loose our "Same as Cash Option" we continue to explain that payment was made but misapplied, we then contacted our bank again they spoke with conn's again they promised that matters would be resolved in 3-5 business days once again confirmed that they would resolve problem. Conn's continued to make 3 more collection calls on [redacted] spoke with [redacted] with cust svce who continue to confirm they would resolve problem. On [redacted] spoke with [redacted] with conn's who stated she did not see any record of payment or any notes on acct that indicate payment was misapplied stated that we must make "past due payment Immidately" [redacted] was very rude and did not listen to any of previous acct activies demanded payment. I then contact Cust svc again spoke with [redacted] who requested Confirmation of bank draft or statement for confirmation payment was taken out of our acct. Called Conn's cust svc again spoke with [redacted] faxed proof of bank draft said he would forward for investigation. Called cust svc on [redacted] spoke with [redacted] who confirmed faxed stated would be resolved in 48 hours. I then notified [redacted] of problem continues they state they would follow up. Recd another collection call today demanding a payment that conn's recd on [redacted] Conn's communication throughout dept is horrible unsure if this problem will ever be resolved.Desired Settlement: I would like My payment of $140 applied to the correct acct [redacted] and for them to continue to honor the "cash option" that was promised at the time of purchase as agreed. All Late fee's removed from our acct per we've done everything in our power to resolve.

Business

Response:

Review: On or around [redacted] I went into Conns Home Plus, [redacted], Austin, Texas to purchase a washer & dryer set, and a freezerOn [redacted] the following items was delivered to my house address at Amarillo Ave, Austin, TXI received the following items [redacted] Ft Large Capacity Top Load Washer, [redacted] Ft Super Capacity Electric Top Loader Dryer, and [redacted] Cu Ft Manual Defrost ChestOn or around [redacted] my washer stop spinning and the water would not drain out of my washerOn [redacted] I called in a service call to Conns at ###-###-#### to have someone to come look at my [redacted] washerThe technician came out to my house on [redacted] to look at my washer he informed my fianc that a part had to be ordered for my washer and that it would be in a week and someone will give you a call when it comes and was told to call within hours to find out the status of partDuring the technician visit he also stated to my fianc that this is a problem the [redacted] front loader washersIf this information had been disclosed to me at the time of purchase that all these problems existed with [redacted] I would have never purchased this brand of washer and dryer and this information was never disclosedI called on the following day and was told to call back on Monday because they do not show any notes in the computer about any part being ordered for my washerOn [redacted] I called the service department back at Conns to get an update on the part and I was told that the part would be in [redacted]I called on [redacted] to see if the part was in just to be told that the part had not come and was told call back on tomorrowI called back on [redacted] to check the status of my part and was told that the part will not be in until [redacted]I called on [redacted] late in the evening to check the status of my part to be told that it was not inIn my conversation with the customer service rep it was told me that this is estimate date I relied to her that it was told me on [redacted] that it was confirmed to be in on [redacted]I have called Customer Service, the Resolution Department, [redacted] to try get assistance with this matter but been giving the run around by so many peopleI was given a ticket number by the Service Department, Ticket #[redacted] and said that I should receive a call within to hours from a manger from the Parts Department regarding my washerOn [redacted] I called Conns around 9:a.mto inquire about the part once more and was told by customer in the Service Department to ask about my part and was told that my part was in and that we could come out on Tuesday, [redacted] and that I would be receiving a call from the technician between the hours of 8:a.mto a.mto let me know what time he would be coming out to my house to do the service workOn [redacted] 10:a.mhad gone so I called the service department to only be told that three other parts for my washer had to be orderedThis information was never disclosed to me or my fiancAlso to be told that the technician that was doing the repairs was running late because he had a doctors appointment and that I would get a call from the technician very soonAfter not receiving a call from the Technician I called back to the Service Department to be told that the technician that was supposed to do the repairs will not be able to do the repairs that day and I asked if someone else can do the repairs they informed me no he was the only that couldMy fianc took off time from his job to sit at home to wait for the technician to come and find out later that morning that he would not be able to do the repairsAfter I talked to fianc he had me two do a three way with the Conns Service Department to get the status of the part once more to be given the run around once againThe customer rep that we talked to this time told my fianc that they was waiting on additional parts to come in and that she was going to put in a trouble ticket and I informed her that a trouble ticket was put in last week and someone was suppose to call me within 24-hours and her response to me was that she does not show a trouble ticket at and she created a new trouble ticket for me, Ticket# [redacted]This call was recorded by my fiancAfter I hung the phone with my fianc and customer service I called the Resolution Department in hopes to get some type of answerI went to explain my situation to the representative let her know that I had two ticket numbers the first one was put in on Thursday, [redacted] and the second on was put in today Monday, [redacted]After giving the customer rep the first ticket number she explained to me she does not know why they informed me that they had no record of this ticket number and she put me on hold for about minutes to do some researchWhen the rep came back to the phone she explained to me that no part has ever been received, she does not know why the service department even scheduled appointment for me for Tuesday in the first placeShe also inform me that my original ticket was never given a high priority and I was told on Thursday that my ticket would be given a high priorityShe told me that I should her from someone around 5:00p.mtoday and if I do here from any one than to call Resolution Department backEveryone that I have talked to all they keep telling me is I understand what you are going through and I explained to them I honestly dont think that you do because I have been giving the run around from each person I have talked to at CONNSTo be told that your part will be in on [redacted], then [redacted], then to say on [redacted]th that your part is in set up a date for [redacted], to be told on [redacted]th that three additional parts is needed for your washer now wheDesired Settlement: I want my product to be replace with a differnt product to include my dryer since I brought as a set.I want to be refunded for money I had to use at a laundry mat
Business
Response:

Review: My husband recieved 15 calls to his cell phone begining on 10/27/14 from [redacted]: no messages were ever left on his voicemail. On 11/6/14 he aswered the phone to see who was calling again. The lady identified herself as being from Conn's Appliances. My husband asked her as to why she was calling and she stated that we owed $130. I then got on the phone and she gave the phone to a gentleman asking me to verify the last 4 digits of my social security and that he was calling from Conn's Collections. I refused to verify the number because I did not recall purchasing anything from the company and have not lived in Texas since 2006 and would have not purchased anything. The gentleman kept asking me verify the last four digits of my social and address. I then told him I was going to report him to the Revdex.com and he said he would take my phone number off. I then called Conn's customer service and the woman I spoke to verified the phone numbers that called me were from their San Antonio collections department. She then looked up my phone number to see if there was an account in my name and there was but has been payed in full & closed for some time. She could not verify why I was called by collections because I do not owe money and no longer have an account.Desired Settlement: I want them to stop contacting me. I want to be ensured this is not part of a fraud or a scam. I want the Revdex.com aware they are stating that I owe at the collections department but customer service verified I do not have an account.

Business

Response:

Thank you for

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

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

the account in full; however we are still showing a balance for her.

According to

our records, Mrs. [redacted] signed a 24 month retail installment contract on

October 17, 2013. This contact also

included a 6-month no-interest financing promotion. We received a payment of $200.00 on November

18, 2013 and a payment of $100.00 on January 5, 2014. On March 17, 2014 a letter was mailed to the

address on file for Mrs. [redacted] letting her know her Cash-option was about to

expire and what the remaining balance on the account was at that time.

The payments

made put Mrs. [redacted]’s account in paid ahead status and that is why she did not

receive any additional communication regarding the account until July 2014.

As of November

10, 2014 the payoff balance on the account is $533.11. This includes a past due balance of

$191.56. Please note, the account payoff

balance updates daily. If Mrs. [redacted]

would like to pay the balance in full, we ask that she contact us the day she

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

We have also

placed a cease and desist on the telephone numbers associated with the account

at Mrs. [redacted]’s request. We have also

attached a copy of Mrs. [redacted]’s signed contract as well as the payment history

on the account for her records.Thank you,[redacted]

Business

Response:

Thank you for the additional opportunity to respond to Mrs. [redacted] concerns regarding phone calls he has received regarding a Conn’s account. We have determined this account belongs to another

customer and Mrs. [redacted] phone number was linked to the account in

error. We have placed a cease &

desist on the telephone number provided by Mrs. [redacted] as of November 8, 2014. In the event Mrs. [redacted] receives any

further calls from Conn’s we ask that he contact us immediately so we may

address this matter further.

We sincerely apologize for any

inconvenience Mrs. [redacted] experienced concerning this matter. Thank you,

Consumer

Response:

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

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

Review: I bought a new refrigerator and it only worked approximately a week. I asked to exchange it ,but I was denied. I was told service tech would be out within a "week or two" to look at it. Who can go two weeks without a refrigerator? The contract states I can return for any reason within 30 days. They WILL NOT let me return or exchange it at all.Desired Settlement: I dont want to have ANY business dealings with Conns ever again. Their customer service is abysmal and they are staffed with rude call center people that just repeat "this is company poilcy" over and over again while getting nothing done.

Business

Response:

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

Our records show on [redacted]14, [redacted] purchased a [redacted] Door

refrigerator with a 1-year limited manufacturer’s warranty. [redacted] was

scheduled and received delivery in good order on [redacted]14.

We received [redacted] complaint and found he contacted us on

[redacted]/14 stating the refrigerator and freezer was not cooling. We contacted the

manufacture on [redacted] behalf in attempts to locate a service

technician in his area however; there was a delay locating a service provider

to assess the refrigerator. We received notification from the manufacture stating

[redacted] was going to exchange the refrigerator and no longer needed

service therefore; the service order was cancelled.

Our records show on [redacted]14; [redacted] elected to return his

refrigerator with a 15% restocking and delivery fee totaling $274.98. Conn’s

Return/Exchange Policy requires a 15% restocking fee and delivery fee on all return/exchange

merchandise unless the unit is found defective by a Conn’s technician; therefore

based on the manufacture exchange authorization Conn’s has refunded [redacted] restocking and delivery fee of $274.98. [redacted] may visit the

Conn’s location he originally made his purchase to have the funds refunded back

to his [redacted] card. We sincerely apologize for any inconvenience [redacted]

experienced as a result of service delay.

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

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

Sincerely,

Consumer

Response:

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

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

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]2014 1:43:37 PM and assigned ID [redacted].

Regards,

Review: Great Morning,

My name is [redacted] and I reside at [redacted]. My telephone number is [redacted] I'm complaining about Conn's customer service and product.

On March 8th, I recieved a brand new GE digital Washer & Dryer and also a GE black refrigerator. Shortly after receiving this merchandise (8 to 9 days later) it started leaking over my entire kitchen floor. We contacted the Service department at Conn's and it took about 3 days to get a tech guy out. The tech guy came out and stated whomever installed the merchandise stripped the valve and it would need to be replaced. (1st VISIT) It would also take about 2 weeks to get the part delivered to my home and for the new scheduled appointment. I then contacted Conn's regarding this issue and was given a $50 gift card (which CAN NOT be used toward my bill or outside Conn's store- not failing to mention Conn's don't have nothing in their store for $50 dollars or close to it) and I accepted that because that's all they seem to be willing to offer. Now two weeks later the new tech guy comes out to repair this valve on this NEW washer and NOW the NEW washer won't even turn on. (2nd VISIT) This new tech guy states that the MOTHER BOARD needs to be replaced! THE MOTHER BOARD, doesn't mother mean the main factor of the washer? The NEW WASHER.. out the box in front of my home 3 to 4 weeks ago needs a NEW MOTHER BOARD! OK... I now have to wait another week to receive a new part and another appointment. Now my bill is due... I attempted to call my local store, the customer service line and the corporate office. No accommodations could be made toward or on my bill. I paid my entire bill without using my entire service. Now today a new tech comes out to replace this BAD mother board to now it's something wrong with the motor. (3rd/4th VISIT- Came out twice for the motherboard) I called Conn's and was immediately spoken to in a rude demeanor. Like I tore the NEW washer up. I asked if they would just replace the merchandise... I was then told, "One part has to break down 3 times in one year to get a replacement or the tech has to state it's non-repairable." (While still making payments, missing work for repair people and going to my local laundry mat) A representative then stated AGAIN in a rude tone... Mrs. [redacted] you can either get it service or do a voluntary repossession. I then asked if they would just allow me to use a temporary washer until this is repaired and bring it back when it was fixed. That way I could be getting what I need while they are repairing what they need. I was told they don't do that either, and she rudely repeated my options again. I said well come get the washer because I refuse to keep missing work or making payments for something NEW to be wrong with your NEW washer every visit. I was then hit with another whammy.... they will not come and get the washer only... they will get all of my merchandise... Fridge, Dryer and washer and charge a restorage fee and put the entire charge on my credit! FOR A BROKEN NEW WASHER!

I would just like for them to get this washer and replace it with the same model NEW WORKING WASHER; or get this washer and repair it on their on time and send me a temporary washer in the mean time so I can be comfortable paying my bill for what I wanted. A WORKING WASHER.Desired Settlement: Unspecified

Business

Response:

Thank you for the

opportunity to respond to Mrs. [redacted]’s complaint. Our records show on 3/7/15,

Mrs. [redacted] purchased a GE washer and dryer both with a 36-month Repair Service Agreement

Plan. Mrs. [redacted] products was delivered and received in good order on 3/8/15.

After further review of

Mrs. [redacted]’s service history, Conn’s has agreed to exchange her washer. Mrs.

[redacted] will be contacted by Conn’s delivery team to schedule a date to pick up

the defective unit and deliver a new washer (same model). We sincerely

apologize for any inconvenience Mrs. [redacted] experienced during this process.

If we may be of further assistance, Mrs.

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