Conns Appliance, Inc.

Review: I purchased a wall mounted heating and cooling unit from Conn's in Conroe, Texas on [redacted]. On [redacted] I placed a service call for the unit to be repaired and no one has been sent to repair it yet. I have severe medical issues which were affected by the malfunctioning of this warrantied unit. I want it removed by Conn's from my household. I get at least 8 calls a day asking me why I haven't paid on this account and I keep having to explain over and over my situation.Desired Settlement: I want this non-functional item removed so I can replace it with a new one from another vendor.

Business

Response:

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,

Review: On the afternoon of Sunday May 17, my husband and I purchased an ** 65" Television from Conn's in Corpus Christi. It was loaded into our vehicle by our salesman, [redacted], Jr. and we returned home. Upon arriving at home we unloaded the television and placed it in our living room for installation the next day. On Monday afternoon my husband opened up the television box, and we found that we had been sold a television with a broken screen. We immediately called the store, but could never get a manager to speak to us on the phone. We were placed on hold numerous times, only to have the line get "disconnected". My husband then called customer service, and spoke to a representative who told us that we could return the TV to the store since it had been less than 24 hours since our purchase, but she told us that she would need to contact the store to inform them of the issue. After waiting a few minutes, the representative came back on the line, and the line immediately got "disconnected" again. My husband called back immediately, and the new representative told him that there was nothing they could do to help us and that if we wanted the television repaired, we would have to contact the insurance company and file a claim to have the television repaired. We were told that since we chose to take the TV home it was not their responsibility. I then called back and requested to speak to a supervisor about the issue, and was told again that since we signed their "Pick-up" form to take the item home, and not have it delivered, it was no longer their responsibility. I also explained that we were never told that delivery was required in order to insure that we receive quality merchandise, and was told that delivery is not required, but if we didn't have it delivered, it was our responsibility not theirs. If we would have known that delivery was required in order to insure working merchandise, we never would have purchased an item from them. I was told that we should have opened up the box, taken the television out, and inspected it before taking it home, and since we didn't there was nothing they would do to guarantee that we were receiving a quality product. A 65" television is not an item that is easily inspected in it's packaging, or removed from packaging and placed back after inspection. We wrongfully assumed that Conn's had sold us a good working television, and we are now stuck with a very expensive television that was sold to us in broken condition, and Conn's refuses to do anything to correct the situation. All we were asking for was an exchange for a new, WORKING television, but they refused any assistance, and have completely refused to honor any kind of sales warranty or guarantee. By requiring that their customers sign their "Pick-up" form before they release the merchandise, it seems they have found a way to sell broken and damaged merchandise and place the responsibility on the consumer and insurance company to repair or replace the broken items.Desired Settlement: We would like to return the television for a full refund, and cancel all business transactions with Conn's

Business

Response:

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

complaint. Our records show on 5/17/15, Mrs. [redacted]

purchased a ** 65” Ultra HD Smart 3D LED TV with a 49-month Repair Service

Agreement w/Accidental Damage. Mrs. [redacted]’s signed invoice indicates at the

time of purchase he acknowledged she was provided a copy of the RSA &

ACCIDENTAL DAMAGE brochure and that she understood the coverage associated with

the product. Mrs. [redacted] elected to pick up her television from our

Corpus Christi, TX location store #**. Mrs. [redacted] signed her invoice

verifying her item was received in good order. Our customers are given

the opportunity to inspect their product prior to leaving the store. Mrs.

[redacted]’s signature on her pick up slip acknowledges that she thoroughly

inspected her merchandise for damages for an exchange or price concession would

not be authorized for damages discovered once the product leaves the warehouse or

store. Once the product has left the store we are unable to determine

when the damage may have occurred.

Mrs. [redacted] has been contacted and made aware she will need to

contact service to have her television assessed for further assistance.

At this time we are unable honor Mrs. [redacted]’s request to exchange/return

her unit.

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

Customer Service at 1-877-358-1252.

Kind regards,

Review: They were advertising a free TV with $2000 purchase and I purchased over $4000 the salesman forgot to put it on contract. I went back about it and was told I couldn't get it so I called corporate who told me I should get the TV but to go thru store manager. Went to store manager who told me yes I would get it but to give him a couple days to get approval from corp. he of course never called me back so I finally got ahold of him and was told no I would not get the TV...Desired Settlement: I want the free TV that was offered with my purchase

Business

Response:

Thank you for the opportunity to respond to

Ms. [redacted] complaint. Our records show

on 11/30/13, Ms. [redacted] purchased a furniture set with us on two separate invoices. The promotion at that time required the

purchase of a full furniture set to qualify for a free television. Although, we

are unable to determine why the set was split into two invoices we did find the

free television wasn’t placed on either ticket.

We sincerely apologize to Ms. [redacted] for

the error and inconvenience she may have been caused. Ms. [redacted] has been contacted and is aware

we will honor the promotion that was offered at the time of purchase. Ms. [redacted]’s delivery is scheduled for

5/8/14.

If we

may be of further assistance, Ms. [redacted] may contact us at 1-877-358-1252.

Kind regards,

Review: I BOUGHT A DISCOUNT OVEN BUT IT CAME WITH SO MANY MALFUNTIONS STAFF ON UNIT AND A MICROWAVE OVEN TOO, AND ALSO THE SALE'S PERSON CHARGE A FEE THAT IT WASNT AUTHORIZED BY ME, THIS FEE IS SOME KIND OF INSURANCE HOME PROPERTY ON THE BILL($ 86.16), WE TRY TO TALK TO THE MANAGER FROM CONNS BUT HE SAID IS GOING TO CHARGE A RESTOCKING FEE %15, I WILL NOT PAY THIS FEE.

Product_Or_Service: STOVE GAS

Order_Number: [redacted]-001

Account_Number: PENDINGDesired Settlement: DesiredSettlementID: Refund

REFUND MY FULL MONEY BACK, BRAKE DOWN AMOUNT:$ 895.21 INVOICE CHARGE / $ 981.37 CHARGE WITH INSURANCE HOME PROPERTY FEE

Business

Response:

Thank you for the

opportunity to respond to Mrs. [redacted]'s complaint. Our records show on 4/23/15, Mrs. [redacted] purchased a Frigidaire gas

range and a Frigidaire OTR microwave with a 1-year manufacturer warranty on

both units. Mrs. [redacted]’s signed invoice indicates at the time of purchase

she acknowledged she was provided a copy of Conn’s Return and Exchange Policy

which states: A consumer has 30-days from the date of purchase to return or

exchange (electronics or appliances) with a required 15% restocking fee.

Mrs. [redacted] elected to pick up her range from the El Paso, TX location store

#176 and elected to pick up her OTR microwave from the local El Paso, TX

warehouse location #124; we show Mrs. [redacted]’s pick up was complete on 4/28/15.

After researching

Mrs. [redacted]’s complaint we found Mrs. [redacted] went into her local Conn’s regarding

the property insurance that was purchased. Mrs. [redacted] was advised she

would need to provide a copy of the declaration page of her home owners or

renters insurance to have Conn’s Property Insurance cancelled from her

contract/account. Our records show Mrs. [redacted]’s information was received

and the Conn’s Property Insurance was cancelled and a credit of $106.84 was

applied to her account on 5/14/15.

Conn’s has agreed

to honor Mrs. [redacted]’s request and return the range. Mrs. [redacted] has been in

contact with the store manager regarding the approval.

Kind regards,

Review: Dear Revdex.com a few months towards end of last year I went to Conn's because I had a screen shot on my cell of two couches that I liked I went in a sales person was showing me around I told him I was legally blind and have very limited vision in my left eye and showed him what I wanted he shoved some tables down in the contract which I told him a couldn't read he rushed me and I came home well my partner reads the contract and says do you realize they charged you more than double added protection that was mentioned in one item not multiple and some coffee tables I said I told him I didn't want the coffee tables I called the store was given hell but they dropped the protection and the tables but never did anything about the extra charges I stopped paying they came got their sofas like two days before my birthday on [redacted] or 12 I have to have my partner look for the paper I was glad they took their merchandise there was zero scratches the sofas just sat on a display I sat on them once they still smelled new so I was expecting them to contact their collection and drop the charges I don't see that being done I have not called them because it's a nightmare to deal with them

please help Revdex.comDesired Settlement: I need them to drop the charges from my credit report

Business

Response:

Thank you for

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

#[redacted]. **. [redacted] stated he was

charged double for his products and for the Repair Service Agreement. He also stated we picked up the product and

he was not credited in return.

According to

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

[redacted]. This contract included

a [redacted] Sofa, a [redacted] Loveseat, the repair service agreement on both

items, a [redacted] cocktail table, two [redacted] end tables, a 32” tv that he

received for free due to a promotion, and delivery.

**. [redacted]

received an invoice credit in the amount of $[redacted] for the cocktail table and

the end tables on [redacted]. He

received another invoice credit in the amount of $391.73 for the pro-rated amount

of the repair service agreements on [redacted], as well as a delivery

credit in the amount of $139.99 on [redacted].

After further

review, we credited **. [redacted]’s account an additional $58.25 for repair

service agreement as a one-time offer and a goodwill gesture.

We are

obligated to provide accurate information to the credit bureaus and are unable

to remove any credit marks earned by **. [redacted]. We have provided a copy of his signed retail

installment contract as well as his payment history for his records.

We value **.

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

attention. Thank you,[redacted]

Consumer

Response:

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

I said I had returned or canceled the tables so yes I am glad they did that now I have no sofas those stupid [redacted] guys in a plain white truck came took the sofas so even tho I signed a contract I did not see what I signed I knew it was a contract but they took advantage of the situation and felt like oh thus guy is blind let's let him have it I am not satisfied and I want the account to be credited they sold it over charged and that is where all those so called credits went and yes I have a horrible none payment because the way they treated me is the way I treated them

Regards,

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: 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: For approximately two months I have repeatedly contacted Conn's in regards to a property insurance cost added to a financed purchase of a mattress and box spring in the amount of $2143.00 (approximately). I faxed in the request proof of property insurance to hav the charge removed. I brought the documentation to a local Conn's to fax to the Insurance department. After two or three additional calls I learned that the document was not received. I then request that State Farm fax a copy of the proof of coverage. I later called to confirm the document was received but the account was not adjusted. I was assured by two separate manager's that once the insurance associated charges were removed from the account my balance would be $795.99. In good faith, I paid that entire balance 8 days before the pay off balance due date on March 15th. On March 27th, after making another call I was told that the proof of insurance was received by Conn's and applied on March 24th. However, the account was closed on the 23rd and would need to be re-opened to adjust the balance. I was advised at that time to allow three business days for the adjustment to be made. When calling today, April 4th, I was told (after being transferred literally 5 times) that the balance would not be adjusted off of the account because the March 23rd deadline had lapsed. I was also told that the remaining balance just needed to be adjusted off by a Customer Service Manager. Lastly, I spoke to a representative and Customer Service manager who both told me that the remaining balance was the result of a ten dollar balance being left on my account at the time of March 23rd (the due date) in addition to interest associated with that amount. I explained my frustration to the manager who did nothing but tell me that it would take an additonal 24 hours to pull the calls to verify all of what I had stated and then later a request could be made to write off the remaining. I explained to her that this process has been outdrawn and I wanted the issue resolved today. I also explained the inconsistent information I had received from as many as 7 or 8 Conn's representatives. I have no intentions at the present time to patronize this organization again. The service is poor and based on the inaccuracy of information, condescending tone, and lack of urgency of the leadership the management team is poor as well and poorly selected.Desired Settlement: I would like an apology for the unnecessary, unreasonable, undue stress placed on me as a consumer having adhered to the terms of my purchase. Secondly, I would like the issue resolved expeditiously as it is beyond long overdue. Secondly, I would like financial compensation appropriate for having been burdened with consistently having to follow up with Conn's to resolve an issue complicated and repeatedly miscommunicated by the organization.

Business

Response:

Thank you for the

opportunity to respond to [redacted] concerns regarding account

#[redacted] and her request to remove the interest charges from her

account. According to our records, Mrs. [redacted] signed a 32-month

installment loan contract, which included a 12-month no-interest

promotion on March 23, 2013.

According to our records the property insurance has been removed from the account as of March 26, 2014.

The total invoice amount for Mrs. [redacted]’s merchandise was $2143.34.

Mrs. [redacted] paid a total of $2134.34which left an invoice amount due of

$9.00. The account currently has an outstanding balance of $875.55.

However, as a goodwill gesture we are crediting the $9.00 remaining on the invoice and we will fore go the finance

charges of $875.55 and close the account. Once the account is closed, we will send a copy of the account ledger and a close out letter to retain for her records.

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

Consumer

Response:

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

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

Regards,

This is not my first time hearing a response similar to the reply provided by the Conn's representative. However, I have yet to see the manifestation of the resolution that has been discussed. Once the promised resolution occurs I will accept the response and respond stating such. Regards, [redacted]

Business

Response:

Thank

you for the additional opportunity to respond to [redacted]’s concerns

regarding account #[redacted] and her request to remove the interest charges from

her account. Mrs. [redacted] signed a 32-month installment loan contract, which

included a 12-month no-interest promotion on March 23, 2013.

According

to our records the property insurance has been removed from the account as of

March 26, 2014.

The total invoice amount for Mrs. [redacted]’s merchandise was $2143.34. Mrs. [redacted]

paid a total of $2134.34which left an invoice amount due of $9.00. The

account had an outstanding balance of $875.55. However, as a goodwill gesture we

have credited the $9.00 remaining on the invoice and have reversed the finance

charges of $875.55 and closed the account. Mrs. [redacted] will receive a close out

letter within 30 days confirming the account has closed.

We

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

she experienced concerning this matter.

Review: I called on Monday morning for service on a refrigerator I had purchased from them and paid extra money for an extended service policy also and the lady I talked with , I though was transferring my call to their service department , did not , she hung up, and I had to call back to find out what was going on! Then the lady I spoke with this time said it would be within 24 to 48 hours , I would get a call to schedule an appointment to come service my refrigerator. And it was near the holiday and I mentioned that to her and she said they were working the holiday. So I said ok and concluded the call. Over 72 hours and heard nothing from them to schedule an appointment. after 48 hours I called them back and was told my service was pending, pending what I ask! Pending on finding someone in my area to come service my refrigerator. Over 72 hours now and nothing, called back same old answer no place to store my food now and the lady I spoke to there really didn't care if I got it fixed or not! I paid hard earned money for this refrigerator and the for their extended service policy and they don't really care! And looks like I will be looking into third party assistance in this mater! Thank you for your help , and post for others to see this to warn them of doing business with Conn'sDesired Settlement: Refund all my money this refrigerator and taxes and for extended service policy money I paid for this piece of junk refrigerator and their lousy service!

Consumer

Response:

Has not been resolved, has not been fixed ! sent people out to fix and they were looking for reasons not to have to fix to blame for the fault of it's failure! Will seek third party assistance this week in this matter, as I have not heard from them, I called the person that came out and she was complaining about how wet it was around my yard and that they would not come back out, and had she paid attention to weather, as we had gotten a considerable amount of rain! Had they gotten hold of me before they left I could have told them to come after it has dried out and to schedule an appointment for a better time, and I did tell them that it was very wet, and they said they were already on the way here when they did get make contact with me! Being considerate when here then doing an about turn after they had left and being very inconsiderate of the matter! Lousy service you get after you pay for it , they got your money and could careless, they are two faced dealing representative's and employee's!

Business

Response:

Review: I purchased a leather sofa in the store but they delivered the wrong sofa, a suede sofa.

I saw a sofa on Conn's website. My friend and I went to the store to purchase a sofa, tables, and a dinning set on [redacted]. My sales agent was [redacted]. She was very professional and patient with me. I took a printout and pics of what I wanted. The sofa was beautiful but it was suede. I told her that I had dogs and that wouldn't do. I decided to purchase a Leather sofa that I did not see online instead. Delivery was scheduled for the next day. When they delivered the sofa, I asked my friend didn't I get a leather sofa. He said yes. The driver said that he did not work for Conn's and I would have to call the store. I told him that Conn's was written on the side of the truck. The driver said they forgot the legs to the sofa and they would bring them tomorrow. He told me I could call the warehhouse to straighten things out. I was told the driver could not come back and get the sofa, he was too far out. Then I was told to call the store. The store said I would have to talk to my sales person. She had already gone home. The next day [redacted] confirmed that I had purchased a leather sofa and that they had delivered the wrong sofa. I called one person after another and just got the run around. Fianlly I was told that I had signed for it and there were no refunds or exchanges. It is now 5 days after I purchased my sofa and I still have not gotten the legs to the sofa. On [redacted] I called customer service and told them they say they will deliver the sofa today and they haven't. I have stayed home everyday since [redacted] to [redacted] today waiting for them to bring the legs to the sofa, between the allotted times they stated. In fact I have stayed home all day just in case. Conn's policy seems to be it is OK for them to do what they want when they want, and I am at thier mercy. I had a serious spinal injury a year ago, that is why I told [redacted] that I could not take that sofa in the first place, because the seating area was too long and when I sat on ths sofa in the store the sofa hurt my back because of the angle that I leaned back in. I told her I wanted to look around for another sofa. I found the perfect sofa. It had a smaller seating area and my back would be supported by the back of the sofa without leaning back. Yesterday after calling everyone I was told to call I told them to just please bring my legs to the sofa, four days is totally unacceptable to be waiting. I also had noticed that there were some defects in thd sofa. There is a gap between the cushions and the pillows. I have kept the sofa covered with sheets and blankets since they delivered it. I do not think I should have to stay home day after day waiting for them to bring the legs. Because of my spinal injury and nerve damage that I can provide proof of even if I went and picked up the legs, which is totally unaceptable I would not be able to lift up the sofa anyways.Desired Settlement: I want the sofa I purchased in the store. The leather sofa with the short seating area. It is better on my back. The sofa they delivered had defects in it that were not readily visible.

Business

Response:

Review: I purchased and had delivered by Conn's a chest of drawers/bunk beds combo for my girls, ages 14 and 9 in 2013. They needed more space in their room and these items allowed for them to place their clothes. A few weeks later, I noticed a small crack in the middle of the chest of drawers. The damage was significant enough that it caused several drawers not to open or close properly. I didn't immediately alert Conn's of this. When I did Conn's sent a person to look at it with the idea that something would be done to fix it. Weeks passed and I never heard from the man who inspected the drawer, nor Conn's. In 2014 when I went the Conn's in Baytown where I purchased it, the woman at the customer service counter read from a computer that the merchandise didn't meet repair standards despite having a warranty. I am still paying for these items and it seems unfair to me that I should still pay for a damaged product that was not caused by my children. Most of the damage is inside the drawer and it doesn't seem that it would take a lot of work to fix this. I have been a Conn's customer for years and had friends who were work associates with the business. They tell me in confidence that Conn's is notorious for not being there for its customers when matters such as these arise.Desired Settlement: We would like someone to fix it.

Business

Response:

Thank

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

show on 5/03/13, Mrs. [redacted] purchased a Trendwood Visions bedroom

set which included eight pieces; twin/full frame, twin/full ends, dresser, two

draw dresser, full slat kit, twin slat kit, mirror, and a stairway chest with a

limited 1-year manufacturer warranty on all pieces. Mrs. [redacted] elected

to have her item(s) delivered bringing her purchase total to $1,872.65.

Our records indicate Mrs. [redacted] was scheduled for delivery and received her

item(s) on 5/03/13 in good order. On 11/04/13, Mrs. [redacted] contacted us regarding her

dresser; stating it was broken and the wood was chipped. A service call

was scheduled on 11/19/13; upon inspection the service man found the frame

board on the dresser was broken in half. Mrs. [redacted] alleges that the damage

to the dresser was caused during delivery; Mrs. [redacted] stated during delivery

a delivery person dropped the box and she did not recognize the wood was

cracked and broken in half. Our records show Mrs. [redacted] signed her

delivery ticket acknowledging items were received in good order. Mrs. [redacted] also stated to the service man

that the mirror was foggy however; the service man did not find any issue with

the mirror. Our records show we attempted to contact Mrs. [redacted] on 11/25/14, to

inform her that the damages found in the report were not covered under the

manufactures warranty. Therefore, we are unable to honor Mrs. [redacted] request for

a repair/replacement.

If we

may be of further assistance, Mrs. [redacted] may contact Customer Service at 1-877-358-1252.

Kind

regards,

Conn’s

Customer Relations

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: A couple of years ago, I was given an extension on my bill payment per a cionversation with the costomer service rep. Several months later (@6 mos) I noticed that my payments were a month late for quite some time. After speaking with a customer service rep, I was informed that the extension wasn't handled properly and my payments were late although I thought that they were on time. The rep stateed that the extension wasn't put in the system whic made every payment that I payed to post a month late.Desired Settlement: I would appreciate Conn's assistance in making the necessary corrections to my account and credit file.

Business

Response:

Thank

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

[redacted] stated he was

given an extension on his account and the extension was not processed

correctly. He would like the account

fixed and the credit marks removed.

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

retail installment contract on [redacted]. He has

received a total of 4 extensions on the account for a total of 9 additional

months.

All extensions offered to [redacted] were processed

correctly.

We have attached a copy of [redacted] payment

history showing the extensions for his records.

We obligated to report factual information to the credit

bureaus; therefore, we are unable to remove credit marks [redacted] earned on

the account.

As of [redacted] the payoff amount is $[redacted]. Please note,

the payoff amount is updated daily. We ask that [redacted] call for an

up-to-date payoff quote on the day he plans to submit the

payment.

We value [redacted] as a customer and appreciate him

bringing his concerns to our attention. Thank you,[redacted]

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: I purchased a television from your company ([redacted] Location). In [redacted], I physically went into the store location to make a payment and show my proof of renter's insurance for the item, to have the Conn's Insurance removed (per the customer service rep, who told me this was possible). Upon showing my proof, I was told my contract would then need to be re-written and that now my first payment would not be due until the next month (and so now, I did not actually have a payment due). This was fine with me and actually worked out. Problem began, two days after leaving this location, I then began receiving collection phone calls on my account. After explaining this to the collection agent and I did not receive a positive response, I then physically went back into the store to speak to an associate at your payment center. I showed [redacted] my new contract and explained the situation to him and he then called the collections team and faxed over my newly created contract. Now we are at 2 weeks later, I still had no resolution to the "collection" issue and was still receiving calls every day. Problem with this is, I cannot get anyone on the phone who has half a brain to assist in resolving this issue. Meanwhile, my new contract states, payment is not due until [redacted]. As of today's date ([redacted]), I have been in your store now more than 3 times and have witnessed the payment center member fax over my corrected/current contract to the collections division, and still have not seen any resolution. Meanwhile, your collection teams' lack of attention to this matter is causing my credit rating to become adversely affected by this and I hold your company responsible. At this point, my only desire is to return your merchandise and purchase my television from another company who might have better means of working through these types of issues with its customers (who actually value their customers).Desired Settlement: I kindly request that you assist me in resolving this issue in a timely and efficient manner, otherwise I request to return your merchandise to you and clear my name from any such account with your company and call it even.

Business

Response:

Thank you for

the opportunity to respond to [redacted]’s concerns regarding account #[redacted] stated she signed a replacement

contract and it has not been set up in the system yet.

According to

our records, [redacted] signed a 30-month retail installment contract on [redacted] made some changes to

that contract and signed a second contract on [redacted]; however, we have

not received a copy of that signed contract.

We have sent

[redacted] a new contract to her email address through our Docusign system so

she will not have to return to the store.

Once [redacted] signs that contract and sends it back in we will be

able to establish that contract.

We value [redacted].

[redacted] as a customer and sincerely apologize for any inconvenience she has

experienced due to this matter.

Review: Conns took my payment out too early and caused overdraft fees to be incurred. They had me fax in my bank statement showing the overdraft fees so they could reimburse me for these, and they said they didnt recieve my bank statement. So I took in a 30 day bank statement to a Conns location on [redacted] in Oklahoma City and they faxed it from there AGAIN. I called Conns to verify they recieved it, and this time they said they did. That was nearly 3 weeks ago and they STILL have not reimbursed those overdraft fees to my bank account! Ive called numerous times trying to get this resolved, and no one will call me back or take care of this! Also they brought a damaged dishwasher and box springs to my home and promised a 10% discount on BOTH products as well as free delivery charge and have not updated my account to apply these discounts. This has been going on for over 2 months! Nothing has been done and Ive called and opend at least ten help tickets!Desired Settlement: Refund of overdraft fees they caused by taking payment out early and my discount of the dishwasher, box springs and free delivery charge

Business

Response:

Review: I was paying for a laptop with Conn's/Rent a center and I had the most horrible service from Conns. I don't have a car so I don't have a way back and forward all the way to Sugarland for nonsense that I put up with. As soon as I got the laptop it ways acting as though it had a virus. The mouse would go one way and I would scroll another. It would delete my wallpaper randomly. It would freeze up. I called and talk to someone and they gave me the run around. I finally took my laptop in to them because I was working on my laptop and it went black. I am a photographer so not only did I lose my pictures I lost out on clients. The Conn's repair man called me and left me a message saying that he could not save my pictures because my laptop was dead. When I called and spoke to someone about a new laptop replacement they said I couldn't because it was my system that had failed not my hard drive. I returned the laptop to Conn's because like I said I don't have the time nor a car to be doing this. It really upset me because I am single and pay all my bills on a average income. I was blessed with that money to pay almost $500 towards that laptop and now its gone. I have a laptop from another company and it works beautifully. My family has had their share of problems with Conn's and their products but this was the first time I've had such poor service.Desired Settlement: I would like to have my money back that I put into the laptop if at all possible. I think it's only fair because I was promised a brand new laptop and was given what I was given.

Business

Response:

Review: Bought furniture 2 months ago and our love seats right arm is falling off been given run around put on hold never got back to, been hung up on, have been lied to with proof of the lies, been sent all over the place on the phone no one has helped. My [redacted] and I are tired of the lies and the hassle of this company. They have changed our fix it date 3 times. We want our new furniture fixed, replaced or picked up.Desired Settlement: We want our new furniture fixed replaced or picked up and close our account.

Business

Response:

Thank

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

show on[redacted], **. [redacted] purchased an

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

and loveseat with a 48-month Furnituregard Plan on both pieces. **. [redacted]

made his purchase and elected to pick up his items; which was picked up and

received in good order.

**.

[redacted] contacted service on [redacted] regarding his loveseat; stating

the right arm had broken off. **. [redacted] was scheduled for service on [redacted],

which was the next available date for service in his area. **. [redacted]

expressed his dissatisfaction with the service date given and ended the

call. We attempted to contact **. [redacted] on several occasions [redacted],

and [redacted] to see if service was still

needed, but we were unsuccessful in our attempts; due to no response **.

[redacted]’s work order was cancelled on [redacted].

On [redacted], **. [redacted] work order was

re-opened and assigned to a different service provider ([redacted]). The

service provider attempted to contact **. [redacted] for service on [redacted];

contact was made however; **. [redacted] declined service. At this time we are

unable to honor **. [redacted]’s request to return/exchange his loveseat; **. [redacted]

must allow a serviceman to assess the reported damages to determine the repair

needs. **. [redacted] may contact our service department at [redacted] to schedule a service appointment.

If

we may be of further assistance, **. [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.

In the response submitted by [redacted], there are 2 false statements in the first paragraph alone and I have the documents from the date of purchase to prove this. She stated we purchased the furniture on [redacted]. Our purchase was made on [redacted]. She also states that "**. [redacted] made his purchase and elected to pick up his items; which was picked up and received in good order". We paid $[redacted] for standard delivery and the furniture was to be delivered on [redacted]. We can provide a copy of the invoice with the date and cost of delivery, as well as the service plan we purchased.

Review: this company requires that you have product insurunce for $490.64. the delivery persons tore the sofa when they delivered it. I had to call Conn's several times and no one showed up when scheduled. they then said the report wasn't complete. I had to call several times to get them to schedule the repair and told them I needed afternoon or Saturday and the repair tech was rude and said he could not come at the time I needed. I cannot take off work for this. Basically. Conn's mandates that you buy expensive insurance and then will not do the work or make it a very difficult process. It has been 3 months and still not repaired. It should be against the law to require a policy and then the service not be provided.Desired Settlement: for them to finance a policy and then not provide the service or make it demanding on the customer should be considered fraud. they said that I rescheduled the date but they only call 2 days before and you cannot take off work with just 2 days notice. they make you feel like a criminal for calling them.

Business

Response:

Thank you for the opportunity to respond to [redacted] complaint. Our records show on12/**/13, [redacted] purchased a Catnapper Voyager furniture set which consists of three pieces; sofa, loveseat, wedge with a limited 1-year manufacturer warranty, with [redacted] received a free 40” Westinghouse TV with a 49-month Repair Service Agreement. Our records show on 2/**/14, [redacted] contacted us regarding her sofa; stating the sofa’s back side of sofa had a large rip. A service call was scheduled for 2/**/14, however had to be rescheduled for 2/**/14. [redacted] service call was cancelled on 2/**/14 due to being unable to reach her to give a new service date. On 2/**/14, [redacted] contacted us and her service call was reopened and scheduled for 4/**/14.

[redacted] has been contacted regarding her concerns and Conn’s has agreed to exchange her sofa. On 4/**/14 [redacted] reselect a sofa that is scheduled for delivery on 4/**/14.

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

Kind regards,

Customer Relations