Conns Appliance, Inc.

Review: Conn's did NOT hold up to their warranty as promised in their mission statements!!!

I purchased a mattress, box spring, and bed frame from Conn's on [redacted]. Model #'a are as follows: queen mattress #[redacted], queen box spring # [redacted], ( problem ) bed frame - no model # due to Conn's NOT putting it on the bill of sell! I did not know that it was not on the bill of sell. Which in lies the problem! I can not get Conn's to cover the BROKEN box spring due to the negligence of an employee NOT putting it on the bill. I NEVER realized that it was not on there until the day I went into the store to file a complaint. I was informed that the due to the bed frame NOT being on the bill of sell, they could NOT warranty the box spring. As well as the bed frame was delivered with ONLY 4 feet and NOT the fifth foot in the middle of the bed to support the box spring! So, in return my bed frame is missing the middle foot to support the bed, WHICH CONN'S STATES I DID NOT GET FROM THEM! WHICH , I DID NOT HAVE A BED FRAME JUST LAYING AROUND!! THEY DELIVERED ME ALL THREE PIECES, EVEN THOUGH THEY SAY THEY DID NOT! Second of all my box spring is broken underneath due to the lack of the 5th support foot and to TOP IT OFF MY MATTRESS HAS A HUGE DIP IN THE MIDDLE!!! I pay my bill on time EVERY MONTH!!! I bought ALL the coverage they offer! WHICH IS NOT HELPING ME A BIT WITH THESE ITEMS! I am not asking for anything for free, I just wanted it replaced. OH AND TO TOP THAT OFF! When the warranty specialist came out, he informed me that the mattress was 1 1/2 compressed on one side and 2 inches on the other side BUT did not put that in the report per the men at Conn's store in [redacted]!! I AM VERY UPSET THAT I CAN DO EVERYTHING THAT I AM SUPPOSE TO AND MAKE SURE MY FURNITURE IS COVERED EVERY WAY POSSIBLE BUT THEY CAN NOT HOLD UP THERE END OF THE BARGAIN! I also contacted the warranty service department for Seally and they will NOT cover the mattress as well due to the box spring AND THE FACT THAT I BOUGHT A MATTESS WITH A LAW LABEL! I HAD NO CLUE WHEN THE WARRANTY SPECIALIST FROM CONN'S ASKED ME WHERE MY LAW LABEL WAS FOR THE MATTRESS. I DID NOT KNOW WHAT HE WAS TALKING ABOUT! HE SAID THE MATTRESS SHOULD HAVE CAME WITH A LAW LABEL! I said what you see is what you get, I bought the mattress just like this and DUE TO THE LACK OF THE LAW LABEL AND THE BED FRAME. I CAN NOT GET SEALLY TO COVER THE MATRESS EITHER!!! I would like to get help getting this resolved. I informed Conn's that I will continue to pay my bill on time every month as I always have! But informed them that as a company, THEY SHOULD HAVE TO HOLD UP THEIR END OF THE BARGAIN AS WELL!!!Desired Settlement: I would like my mattress, box spring and bed frame replaced. As I have paid for the extra coverage and I am being punished for the negligence for an employee at Conn's

Business

Response:

Review: Ive tried to contact Conns mangers when I talk to a manger they tell me they are going to replace the unit nothing gets resolved.

I purshead a a/c unit from conns after about 1 1/2 year Ias hearing a humming noise so I called for a service tech to come service my a/c unit. Service tech came on[redacted].He told me that my a/c didnt have a drain hole for the water in the unit to drain.The tech drilled 2 holes in the bottom of my a/c unit.The tech was not being profesonal. he said he wanted to go back to school and get his a/c license as he was working on my unit he was texting his wife and reading the textes out loud. He was telling me his personal bussiness and asking me personal questions. he was beening useing very strong cursing.He was making me very uncomfortable in my own home . On [redacted] I called and made a report on him still havent heard anything back on the report. I called [redacted] and told them what the tech did ti fix my unit. The man from [redacted] told me his name was [redacted]supfor me to call Conns tell them the tech runt my unit and that I could tell them his name [redacted] # is[redacted].Since then I have called 800 # went to conns still have had anything resoveled .Desired Settlement: I would like to have my unit replaced because of the holes he drilled the water drained out the man at [redacted] said the motor would burn up so im unable to to the unit.

Business

Response:

Thank you for the opportunity to respond to Ms. [redacted]’s complaint. Ms. [redacted] has been contacted regarding her

concerns and we appreciate her for bringing them to our attention. Her

concerns were addressed with those involved to ensure they are not

repeated. Conn’s has agreed to honor her request for an exchange. Unfortunately, we do not currently have the same air conditioner in stock. Ms. [redacted] will need to visit her nearest

Conn’s to reselect another air conditioner.

If I may be of further assistance, Ms.

[redacted] may contact me directly at ###-###-####

Review: Corporate Office Headquarters is your guide to major corporations corporate headquarters, head offices, and corporate offices. Including corporate office addresses, email, fax and telephone numbers and the opportunity to review and read reviews of customer experiences with these companies.This my complaitRecently bought a [redacted] 65" led television from Conn's appliance and electronics. This is a new store in Tulsa. OK . It didn't dawn on me that this company is a horrible retailer. I didn't look at reviews of this company because you trust that with stiff competitive pricing, that a retail chain would never fraudulently mislead or ignore a customer. First experience was purchasing a refrigerator now we bought this on Conn's credit. They have these coverages such as life, loss of income due to illness or job, and product coverage. We were told that two of them were mandatory. We didn't think anything of it. They also offer extended warranties . So we made another purchase for a tv. We also bought this on time. This time the salesman told us that they were not mandatory. so we complained , they called their credit department , their response was will take care of it at the end. Now these coverages are not cheap. We wanted them to make an adjustment on monthly payment. Would not do it. So we are making payments on coverages that we didn't want. We don't trust this company to make adjustments. There are so many complaints about putting these coverages on without consent, salespeople get commission on the sale of these insurances. Guess what we said we didn't want any of coverages and we have home owners insurance and even had our insurance company fax our policy to them. You know what they did, they put the product insurance on the contract, I was two days from having back surgery., so I was in pain. Signed contract but on the way home took a closer look at the contract, low and behold there's the product coverage. I called store talked to salesman and said redo contract, he never did and they refuse to make an adjustment. Now we get the tv home and the next day the tv freezes where none of the buttons on remote would work, not even power button, went to unit and tried to turn it off, it still didn't turn off , had to physically unplug the cord to get it reset. Didn't think anything of it until it kept happening. I called [redacted] support, tried an update, didn't work they said I needed to go through Conn's service center to get it repaired. I called and talked to a manager and said I am not paying on a brand new tv just a month out of box. Their policy is that a repair first has to happen before they will even consider exchanging. I told them this was really bad business, I had plan on buying a dishwasher, stove top, a double oven. I was remodeling my kitchen. But if this is how you treat a valued customer I would just go somewhere else. They don't care. I have tried to contact their corporate office in Beaumont Texas and they routed me to customer service, they were no help. So I call corp. again and asked for a district man. They took my phone number and said they would have him call me. Week goes by and no call. I call corporate again and get routed to customer resolution no help there. Call corp. again to ask for a regional man. Of Oklahoma area, this time they give me a phone number a name and his extension. I called the extension took me no where. I tried all of th phone options, each going nowhere except a dial tone. A dummy number. So at this point I have now found reviews of this corporation and not one good review. They have sold customers the extended warranties and they wouldn't honor them. They have had delivery drivers dent washing machine lid and customer notice it the next day when she started to do laundry, she called and the manager said to bad, it's been 24 hrs. I did finally get a call from district man. And he said that we the customer has 72 hrs to make an exchange. So somebody lied to that lady. There complaints about their collection department harassing customers for late payments when customer had receipt with the date on it when he made payment and was not late. Collections calling customer at work and been told not to call their workplace again and continues. This is highly illegal. Collections calling under false pretenses of being someone else. My email is [redacted] I have a copy of the complaints I would be glad to email them to you or the link. This is just one company out there that practices bad or even illegal practices.-----Desired Settlement: I would like to exchange this tv for another new tv.

Business

Response:

Review: I purchaced a new washer and dryer and was delivered by Conns. The washer did not have a dent on the front panel in the store but upon delivery there was a small dent. I have made several attempts to resolve this but one departments blames the other. I was told that they were not going to do anything that I should just live with it.Desired Settlement: Either change the front panel or some kind of cash reimbursement for the damages.

Business

Response:

Review: I bought a [redacted] & [redacted] mattress set that cost over $2300.00 from Conn's and they told me it had a lifetime warranty on it but I have had it for 11 months and a huge sink hole developed in the middle of the bed. I called and they made me wait a month before they finally came out and the guy told my husband it was a factory defect in the mattress set but I would have to call Conn's in 3 days to see what Conn's decided to do about it so I called and first they told me the mattress was dirty and I told them that the guys that delivered it drug it on the ground and tore the plastic and there is a 3 inch square on the side and I called Conn's as soon as the guys left, the same day it was delivered and reported to the Conn's manager that the guys had got it dirty and I was told it wouldn't make any difference in the warranty. When I told the manager at Conn's about the delivery guys getting the mattress dirty,he then said the tag had been removed from the mattress and it voided the warranty. Then I was told we had cut the tag off but we didn't remove the tag from the mattress so the guys that delivered it must have removed it because I never saw a tag on the mattress and I would have seen it when I was putting a sheet on it so there wasn't a tag on it. If I had been told the tag had to be on it or the warranty would be voided I would have checked to see if it had a tag. I asked for the company that made the mattress so I could call them but Conn's refused to give me the name or Phone number. Conn's has lied to me since the day I purchased it. I was suppose to get a free comforter set with it which I never got and now Conn's claims the warranty is voided because the consumer tag is missing from the mattress. I bought this expensive mattress set because I am old and my back hurts so I didn't mind paying for it but now its broke and its causing me severe pain to sleep on it but they refuse to honor the warranty and give me a new mattress set.Desired Settlement: I want a new mattress set, one of equal or better value. The guy that came out told my husband that the box springs were defective and it caused the mattress to mess up so I need a complete mattress set just like I paid for. Conn's no longer sell the [redacted] & [redacted] Mattresses but I would settle for what Conn's does sell but it needs to be equal in price or I need a refund of the difference in the price of the mattress sets.

Business

Response:

Review: I purchased a couch and loveseat from Conn's Oklahoma City location on a 1 year same as cash option. In [redacted] of [redacted] that cash option expired. Two months before the cash option expired I found out that I had several insurance policies that were included in the payment. I was aware of one when I purchased the couch/loveseat. I went to the local store, filled out a form to have all but one cancelled and they faxed it to the corporate office and showed me that it went through. I called to check pay off several times during the next few weeks and it had not changed. I called and the person answering stated they never received it and emailed me another form. I filled it out faxed it in and called to confirm they got it. She stated that it would apply to my account in 24-72 hours. It did not. This went on with me sending the info in and telling me they did not received, only had one person to process and could take months etc... When it came to payoff time I asked several times for them to give me the what the payoff would be after the credits applied and could not get an answer. They wanted me to pay off and then wait for the refund. It had been such a mess I refused. I finally within a day of two of payoff got an amount from [redacted]. I immediately during that phone call paid the account off. I called everyday and it still showed a balance. I was assured that it was not a problem and that even if the credit did not apply before my payoff date they would just have me file a dispute and it would not be a big deal. The payoff amount given to me ways $32.00 short and now they insist that I pay interest. I have called and tried to file a dispute, they say there is no such paperwork. They refuse to credit the interest. They refuse to let me talk to a manager. I have notes with eveyones name and employee number that I have talked to. I understand that if I was given the wrong amount and owe them $32.00 then I need to pay that. I should however not be punished for their error.Desired Settlement: I would like them to remove the interest from my account since I was incorrectly quoted a payoff. I have the name, employee number and exact amount of payoff written down. I have no problem paying them the $32.00 I owe them.I have additional documentation of each encounter with names and employee numbers if needed.

Business

Response:

Review: AFTER I signed the contracts sales rep realizes he didnt pull correct laptop & ultimately didnt even have it in stock. I left with nothing showing I had not recvd merchandise & would be called once they were in. I was told throughout the sale I would have the [redacted] on the laptop for 90 free & given the option to purchase after, that the $350 extended warranty I purchased included technical support should I need it for 3 years & I could call the 800# to receive a free download of antivirus for my computer. I picked up the computer late the next day & left town first thing the next morning. Once I returned & had it set up I called the 800# to get the antivirus. After a good 45 min on the phone w/tech support shadowing my computer I am told I cant get any support unless I purchase a package starting at $300. I called store the next day, speaking with my sales reps manager he confirms that I am correct my extended warranty covers tech support & its a new program the man on phone didnt know what he was talking about. I called 800# again and got the same thing. I called my rep & asked to find out the problem, he looks into and calls back saying sorry I misunderstood information given in a sales mtg, you dont get tech support...AFTER I purchased a $350 package that did. He said to bring my laptop in to the store & onsite guy work on it. Guy is supposed to be there at 11, I get there at 11:15. Sales rep says wrong again guy comes in at noon, about 1:15 I get a call (mind you I dont live near the store so I am staying close by waiting) needing my pswd. At 2:30 I go to the store to pickup my laptop. I spoke w/inhouse tech rep regarding antivirus which still wasnt put on my computer. Once home I check my email on my phone, I have a thanks for cancelling [redacted] email. Its only been 30days! Their tech support CANCELLED MY FREE SOFTWARE THAT CAME WITH THE COMPUTER. I got online trying to contact [redacted] to correct issue, I cant. Tech also threw away my manual & warranty reg!Desired Settlement: The above doesnt cover half the issues of my purchase on [redacted]. No I get no calls back from store. I would like them to give me a complete refund and take the computer back or give me a new computer (exact same) having it set up correctly with all the promised during the sale as well as a $200 credit for the hassle and nightmare this has been. Too much time, phone calls etc and I still dont have a functional laptop!

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: 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 had a washer and dryer installed and the delivery man placed the seal on too tight. The dryer has a steam option and the seal broke and water flooded my washroom as well as traveling to the master bedroom carpet and molding and my clothes had mildew all over them. I contacted Conns before things got worse for them to repair it and to date they have not done anything. I first reported this issue to them on [redacted] and the repair man fixed the seal on [redacted] but no one has addressed the issue of the water, mold or mildew.Desired Settlement: I would like for my carpet to be cleaned as well as the floors in my washroom. I would also like to have my clothes and shoes cleaned and if the stains are not able to be removed I want the items replaced.

Business

Response:

Review: I purchased a LG. Washer and Dryer from Conn's Arizona Mills Mall location. Delivered Thanksgiving weekend the [redacted]. Installed and put on new hoses to washer. The units sit up high could not see the water connections. Four weeks later notice water leaking around the water heater. I called a plumber thinking it was the water heater leaking. It was not the water heater at all. The licensed plumber said the connections on the washer were leaking. He replaced the water hose and we took a picture of the water leak. It was his opinion the service department did not use proper hose for install. The repair charge was 215.79. The plumber said the water that leaked might cause mold damage to surrounding wood cabinets. I went in the Conn's explained to them the problem. I talked to a Manager named [redacted] He did a photo copy of service repair and said he would look into it. He stated the installation department would have to look into the problem and would call me . I waited and received no communication from installation department. I again contacted [redacted] at the store he said again he would look into and took my phone number again. I even took the time to fill out a written email to the customer service center. TO make a long story short this was never addressed from Conn's they keep making promises and did not follow up on the problem. They claim they strive for "5" star service. However once you walk out the store that's the end of your service.Desired Settlement: I want them to reimburse me for the repair bill of 215.79 and I want someone out to access the mold damage from the improper install of the hoses.

Business

Response:

Thank you for the opportunity to respond to [redacted] complaint. Our records show on 11/**/13, [redacted] purchased a LG high efficiency washer and dryer with a 24-month

Repair Service Agreement on both items, two LG pedestals, dryer duct with

clamps, washer hose, 3 wire dryer cord, and delivery totaling $ 2630.40. Our

records show [redacted] items were delivered and received in good order on 11/**/13. Our records show on 1/**/14, [redacted] contacted us regarding his

washer; stating the washer was leaking from its waterline connection. Our

records do not indicate [redacted] contacted Conn’s Service Department to have

to technician come out and assess the problem reported.

We have contacted [redacted] regarding his concerns and we

have requested for him to send a copy of the inspection provided by the plumber

as well as any photos he have available of the alleged damages to review.

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

contact Customer Service at [redacted]

Kind regards,

Customer Relations

Review: I bought a dryer on Jan. [redacted], and it was delivered on the [redacted]. I called in a work order in on the [redacted] due to the dryer rattling when it was in use. They sent someone out on the [redacted] to look at it. The technician who came out determined that our dryer needed to be replaced, and it was scheduled for the [redacted] On Tuesday, Jan. [redacted], another technician called to schedule an appointment to come look at our dryer. When we called about the previous technician, we were told that there was no record of the previous visit and we would have to start over. The technician came on the [redacted] and was able to fix the dryer. Later that evening, the dryer began to rattle again. I called in the the customer service dept on the evening of the [redacted] to report the problem and was told someone would call on the 29th to schedule a time to come out. No one called on the 29th, so that evening I called again. This time I was told that a manager would be calling to set up an appointment on the 30th. On Feb. 3rd, I called in regards to this issue, and I have still not heard from anyone in response to my ticket that was placed on Jan. 28th.Desired Settlement: Due to the dryer being 2 weeks old from date of purchase, since I have already had to call about the same issue multiple times, I would like them to come replace my dryer with a new one at no extra delivery cost.

Consumer

Response:

I received your email on 3/**2014 inquiring about complaint #[redacted]. As of 3/*/2014, I have still not heard anything in regards to my complaint, and my appliance has still not been fixed. At this time, 4 people have come to work on my dryer, yet we are still having problems with it. I am still waiting for someone to call me in regards to the service that I received, along with trying to get my dryer fixed.

Business

Response:

Conn’s would like to apologize

for the delayed responses to [redacted] Revdex.com complaint. Our records show on 1/**/14, [redacted] purchased

a Samsung washer and dryer with us that came with a 1 year manufactures

warranty. Our records indicate [redacted] service history as follows.

1/**/14- Service was

contacted stating dryer was making a loud noise when in cycle- Upon inspection

the technician did not find a mechanical or electrical problem.

1/**/14- Service was

contacted stating the dryer started making a noise again.- a different

technician was dispatch and upon inspection he did not find a mechanical or

electrical problem with the dryer. He

did however; notice the dryer was unleveled so he leveled to correct the issue.

2/**/14- Service was

contacted stating the dryer was making a rattling and thumping noise.- a 3rd

technician was scheduled and upon inspection the technician did not find a

mechanical or electrical problem.

[redacted] has been

contacted and is aware if she continues to experience the same sound, an

appointment will need to be set-up with the manufacture for another opinion.

Sincerely,

Customer Relations

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

Review: [redacted]April 13, 2014[redacted]Dear General Manager or To Whom It May Concern:On April 6th, 2014, I bought a HP Envy 17 Touch Smart Notebook PC Model #[redacted] and serial #[redacted] I made this purchase at Conns located on HOU(70) GULFGATE, [redacted]7.Unfortunately, your product has not performed well, when the computer was turned on, it was very slow, I set up my email and other account information into my new device, when I tried to log in to Google, the computer seemed to be uploading the internet, but all of a sudden a pop-up box came up and said that the computer was not responding and suggested to diagnose the problem, I followed the instructions and the computer froze and I wasnt able to download any programs, the computer said that the proxy server wasnt responding. I took it back to the store to have it checked and get some help, but unfortunately the personnel at the store was not able to fix it. At this point I would like to return the product and cancel the contract. I do not want a computer that I wont be able to use and I am not willing to pay for the device any more. To resolve the problem, I would appreciate if you can replace the computer or take it back. Enclosed are copies of my records receipts, guarantees, warranties, contract, model and serial numbers, and any other documents concerning this purchase. I feel very disappointed on the product and service received at the store, and frustrated because my children cannot complete any school work and all other projects had been delayed due to this issue. I look forward to your reply and a resolution to my problem. I will wait three days before seeking third-party assistance. I have already submitted my complaint to the Revdex.com and the Federal Trade Commission. Please contact me at the above address or by phone [redacted]Desired Settlement: I would like to terminate the contract and I would like for CONN's to take the product back because I do not need a computer that doesn't work. I am not willing to pay any money if the computer is not working properly and therefore not even been used since I turned it on for the first time. I bought the computer last Friday, April 4th 2014. I took it back three times April 6th April 10th and April 12th, and the issue has not been resolved. I do not see a good disposition at CONN's to solve it.

Business

Response:

Thank you for

the opportunity to respond Mr. [redacted] complaint. Our records show on 4/04/14, Mr. [redacted] purchased Samsung

Hewlett Packard notebook with a 37-month Repair Service Agreement totaling

$2,056.73. Our records show on 4/14/14, Mr. [redacted] contacted service

regarding his notebook; stating the notebook was not connecting to the internet

and it freezes. A service call was set-up for 4/16/14;

upon inspection the technician found Mr. [redacted]’s notebook had a virus and

adware. The technician removed the adware and did a refresh to correct

the internet setting issue. Mr. [redacted] was contacted on 4/17/14 and was informed

his notebook was repaired and ready for pick up. As of 4/28/14,

Mr. [redacted] has not made any attempts to pick up his item. Mr. [redacted] time

frame to return or exchange his notebook has expired however, as a goodwill

gesture Conn’s is willing to extend the option with a 15% restocking fee.

Mr. [redacted] may visit his nearest Conn’s to pick up his notebook or return and

pay the restocking fee.

If we may be of

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

Kind regards,

Conn’s Customer

Relations

Review: I purchased a freezer from Conn's about a year ago and after it was paid off. I received a call for them saying that a year later saying that I still owed them $148.00 on a freezer that only cost about $200.00. The reason they said I owed is that I didn't show proof that I had home owners insurance upon purchase, and insurance is automatically put on purchases if proof is not provided. At no time did the salesperson ask about home owners insurance because I've made several purchases prior to this and financed them without this happening before, nor have I been asked this by a salesperson. I have home owners insurance and it wouldn't have been a problem to provide if requested for. I feel this is a tactic to fraudulently add fees to purchases. After talking to costumer service and still unable to resolve this issue only them saying its my fault that I didn't provide the Hm. owners insurance.Desired Settlement: I want my account paid off in full and CLOSED.

Business

Response:

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

[redacted] signed a 24 month retail installment contract on June 7, 2012. The contract included a freezer for $199.97

as well as an unpaid balance of $773.35 from a previous contract.

In addition to signing the

contract, Mr. [redacted] also signed the General Information page agreeing to the

property insurance on the contract. Due

to this being a secured retail installment contract purchase, the merchandise must be insured

until the contract is paid in full. In the event the customer has an alternative

insurance policy, they are able to send that policy in to our insurance

department to receive full credit as long as the declaration page shows coverage

from the date of purchase to the present date.

On

April 21, 2014

Mr. [redacted] spoke with one of our agents and was instructed to fax over a copy

of his home owners insurance declaration page and he would receive a full

refund. We have not yet received that

information. Mr. [redacted] can fax us a

copy of his insurance to [redacted] and we can refund the amount

of the insurance from the contract at that time.

We

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

he has experienced due to this matter.

Thank you,

Credit Helpdesk Specialist

Review: On 4-15-2014 I bought a washer from Conns. On 4-16-2014 Conn's delivered the washer to my house. After installing the washer and turning it on the Conn's delivery team left. I noticed a sound of water and noticed water coming out of the washing and going all over my floor/wall and dryer. I was able to run after the delivery team and get them to turn it off. I contacted Conn's and at first was told the water would dry its self off. After I told them this was not going to happen and I would like there Insurance Information [redacted] said he would have serve pro come and clean it up. I also told the store manager [redacted] that I wanted a new washer to be delivered and did not want the one that was sent to me broken. He said not a problem. The next day when I contacted [redacted] to ask about the new washer he told me it had been over 24 hours and I would need to call service to fix it. I told him no. I then decided I would just return the washer and was advised by [redacted] that I would need to pay a delivery charge, a restocking fee, and a return delivery fee should I wish to return the broken washer. I contacted Conns main number and was referred back to [redacted]. I also contacted Conns to fix my wet base boards and sheetrock to check for mold and make sure it was not wet in the installation behind the walls. They sent Serv Pro back out they took off one base board not all the ones that were wet, and said they think the installation should be dry. They did not check to be for sure. No one checked my dryer to make sure it was not damaged in any way after getting wet and sitting in water.Desired Settlement: I would like for Conn's to pick up the broken washer they delivered to me, and to be refunded all money that I have given them including delivery fee. I would also like Conn's to check my installation as well as make any and all repairs to my walls and base boards be complete. Also, since water did get in the bottom of my dryer I would like Conn's to check and make sure it was not damaged. I would like to deal wish someone other than [redacted] since he has shown no regards to my home and wellbeing.

Business

Response:

Thank you for the

opportunity to respond to Mrs. [redacted] complaint. Our records show on 4/15/14 Mrs. [redacted]

purchased a Samsung washer with us which was delivered on 4/16/14. Our records indicate after the washer was

delivered and installed Mrs. [redacted] noticed water coming from the washer. The delivery team went back in to check the

connections and found a hole in the washer hose. The delivery manager was contacted and the same

day ServPro was dispatched to extract any remaining water, they set-up a air

mover, dehumidifier, apply anti-microbial agent and cleaned the floor. ServPro returned and removed the equipment on

4/18/14 then went back on 4/23/14 for a final inspection to check atmospheric

readings, material readings and moisture check and all checked out ok. In addition, a service call was set-up on

Mrs. [redacted] washer the technician noted hot water from the water heater was too

hot but all check out ok.

Mrs. [redacted] has been

contacted regarding her concerns and Conn’s has agreed to honor her request to

return the washer and issue her a full refund of $746.89. In addition the delivery team will retact her

baseboards which have been removed. Upon

Mrs. [redacted] request delivery is scheduled for 5/15/14.

If we may be of further

assistance, Mrs. [redacted] may contact our Customer Service department at 1-877-358-1252.

Sincerely,

Customer Relations

Review: Contract issues/advertising issues/billing and collections issues/customer service issues/ delivery issues/guarantee or warranty issues/product issues/ refund issues/ all of the aboveI purchases a tv and dinning rooms set ( table and 4 chairs) on 5-15-2014. tv was a pick-up item at the wharehouse and table would be delivered. all items listed on contract I signed. I was promised delivery in two weeks. Never recieved. I went back into the store was told by a manager [redacted]table was available but chairs were not, they could not deliver one without the other, per policy. Was promised two more weeks, I would have my dinning set deliver. Never received it. Called back and was told it would be delivered on schedule delivery 6/5. Never reced my dinning set. Went back into the store on 6/11 and complained, was told chairs on back order, table will be delived 6/12. Chairs wont be in until 7/15. Table top delivered 6/13, No issue(still no chairs). Waited and called store on 7/11 to confirm. Salesman ([redacted]) stated he didnt know what was going on, my contract closed and the chairs were removed from my contract, which means they pushed my contract threw so I had to start paying on the contract. I was told I did not have to start paying or the contract would not start until I had all of my merchandise. I have my contract, they fraudulently changed it and removed merchandise I already agreed to pay, and agreed to finance under my original contract and gave them a down payment based on all my merchandise total cost stipulated on my contract, dated 5/15/2014. My sales person ([redacted])stated he would call me back once he got details of why my contract was changed and closed, and it did not include my chairs (fraudulent). I did not hear back from him. I went into the store and asked for a manager, I spoke with [redacted], who stated he would contat the DM to get my contract opned and fixed back, no response to date and I got a payment book in the mail and no product.Desired Settlement: I need my contract fixed back to what I agreed and signed to accept. I need my contract to go into affect once I received my goods/services I agreed to,I need my product that agreed to purchase from Conn's,I want a concession for all my time and trouble.I want a written letter of apology and statement regarding the contract, changed contract, original agreed terms of my contract so that I can protect myself, in the future. I want my payments reallocated base on delivery of all my product.

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted] complaint regarding her experience with us. According to our records, Mrs. [redacted]

purchased a 55” Toshiba, table, and 4 chairs on May 15, 2014. We show on the day of delivery the chairs

were not available and were canceled from the invoice in error. Mrs. [redacted] was contacted by the store

manager after we received her complaint.

Mrs. [redacted] has been back to the store and has signed a new contract

which shows her first payment is not due until September 8, 2014 and her chairs

were delivered on August 1, 2014. We sincerely apologize to Mrs. [redacted] for the

experience she had with us, her concerns have been addressed with those

involved to ensure they are not repeated.

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

may contact us at [redacted]

Kind 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: I had my LG LB6500 50" TV for about 26 days and the TV started to power on and off by itself. I contacted Conn's who informed me I purchased a warranty and gave me a phone number well I contacted the company they told me someone would call me to schedule an appointment to come out, I waited four days still no call. Finally the company showed up at my house to pick up the TV still no call to my cellphone to this day since they have picked it up and its been over a week already. My payment to Conn's was due on September 25 and since I was told by the store manager I couldn't return the TV in non-working order I'm not about to pay for something in non-working order as well. Today since 8:00 am I have received 12 phone calls which to me seems borderline harassment. My biggest complaint is the amount of customer service I received after even speaking with a store manager, would you pay for a non-working TV ? No you wouldn't as well as the CSR I spoke with on the phone told me he wouldn't have brought the TV because alot of people complain about products from Conn's he just worked there for a check, that sounds really reassuring coming from an employee and i'm calling about a broken tv.Desired Settlement: That they increase the amount of customer service they have as well as just replace the TV I have yet to still hear from the company who picked up my TV at least a courtesy call would've been nice the only outcome I would like to see is for them to take this TV back and I go elsewhere and purchase a TV from somewhere who appreciates the people who purchase their products.

Business

Response:

Thank you for

the opportunity to respond to Mrs. [redacted] complaint. Our records show on 8/15/14,

Mrs. [redacted] purchased a LG 50” Smart TV with a 49-month Repair Service

Agreement Plan. On 9/19/14, Mrs. [redacted] contacted our service department

stating the television turns on and off on its own. Mrs. [redacted]’ television

is still under the 1-year manufacturer’s warranty therefore, a service

appointment was scheduled by the manufacture with a 3rd party technician

on 9/22/14. Our records show on 9/22/14, the technician visited Mrs. [redacted]’

residence to assess the unit and brought her television back to their service

center to complete repairs. The technician replaced the main and tested the

unit; unit tested ok. According to the service technician who completed the

repairs, they did not have a valid contact number to reach Mrs. [redacted] which

caused a delay returning the television to her residence. Our records show on

10/14/14, Mrs. [redacted]’ television was delivered and received in good order.

As of 10/16/14, we have no further indication of any issues Mrs. [redacted] is

receiving regarding her television since she received the unit. We sincerely

apologize for any inconvenience Mrs. [redacted] experience as a result of the

delay.

If we may be of

further assistance, Mrs. [redacted] may contact us at [redacted]

Review: I purchased a washer back in June 2013, the first two months that I had this washer the water pump when out. Then after that happen in March of 2014 of this year the washer has been leaking and it's still leaking as of today 9/29/2014. This will be the 7th time that the technician will be going out. They said it takes 3 or 4 times for the to do anything with same problem and I have told it's been 6 times with the same issue. I have been patience with them. They also said the have to send out a technician to do a diagnostic to do any kind of exchanges. It's causing to damage my house and their not going to pay for it. All I'm asking to replace my washer with a new one.Desired Settlement: I would like for them to exchange my washer with a new one. I have paid warranty for it. So I will think they would already exchange my washer.

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted] complaint. Our records show on 6/15/13, Mrs. [redacted] purchased a Samsung

electric washer and dryer with a 48-month Repair Service Agreement Plan and

received delivery on 6/18/13 in good order.

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

service department on five separate occasions dated from 8/27/13 to 9/26/14 for

service on her washer.