Conns Appliance, Inc.

Review: I bought a Sony Tablet/Laptop from the store. The day that they sent me home with it there was already problems with it. I was told that if I called he tech support line that they would fix it over the phone with me since they could not in the store. They did not tell me this until after I had already signed the agreement. I called there tech support and found out that the computer is missing hardware which is required for the computer to run correctly. They told me that because of the problems that I was to take it to the store and have it replaced with another one. The tech support also called and talked to the store manager and the credit manager ([redacted]) and told them that they where to replace it. I then received a text message with I have saved saying that they would replace it with one like I have now. So when I went to the store the store manager was not there but the credit manager [redacted] was. She was very rude, acted very put out to have to help me. She showed me the replacement computer, it was nothing like the one I have, and when I asked about the text that she send to me saying they where going to replace it with one like the one I have she got upset said it she wasn't the one that said that. I asked for the Store manager but she refused to get his and got very rude with me. I left the store called the complaint desk to try and get the problem fix. Since then I have not gotten any help in replacing the computer and I have been receiving harassing calls from Heather and one of her employees [redacted] even after I asked them to stop calling because I provided them the info they wanted at least three or more times and I also asked to have my account transferred to another store which was approved by there customer service management department. [redacted] continues to call and did so today (4/8/2014). And I still can not receive the resolution that I was promised.Desired Settlement: I want the tablet/laptop replace with the same one a Sony Personal computer Model: [redacted] or better that is in proper working order. I can not go with out a computer because I have daily online classes I much attend. If I miss one than one day I am dropped from the course and still have to pay for the course. Conns know this and yet still refuses to help.

Business

Response:

Thank you for the opportunity to respond to Mr. [redacted] concerns. We have researched Mr. [redacted] complaint and found Mr. [redacted] purchased/leased agreement is

through RAC acceptance. In effort to

assist Mr. [redacted] we have contacted RAC on his behalf and was informed they

were able to accommodate Mr. [redacted]’s needs and agreed to switch out his laptop.

If Mr. [redacted] needs further assistance, he may

contact RAC directly at 1-817-237-8033.

Sincerely,

Customer Relations Officer

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,

I contact the RAC people that I was informed that the fault was with conn's because they sold e equipment that was not functioning properly nor had all of the correct hardware required make the system operate efficiently and appropriately. I was told that I had to contact the store to get this resolved. I contact the store and was told that I had to contact the Re: RAC people which that cars is known as acceptance now. I tried to do so and was rudely and disrespectfully treated mistreated bye [redacted] manager for the acceptance now. I then had to get in contact with the store manager after going through district managers to try to get someone to just contact me to resolve this matter they have temporarily agreed to try to repair the other one and have loaned me another computer but the main complaint was that they refused to assist and I am still doing with disrespectful and uncooperative people at least at acceptance now. They work with comments or inside the COM store they do not tell you that they are part of a different group until after you've had issues and problems they passed me on to their tech support which is a friend by cons and if you can't go with the one to kill me to take it back to the Constar I have tried to do all this and be acceptance of trying to get this resolved but I still get rude and disrespectful comments and I feel that they are not trying to meet the needs they have still not contact me on the results of what is going on with the computer that I have attempted to purchase through them so I do not believe this case is been resolved Norsid even begun to be resolved until they can finally get the appropriate response to me along with getting the equipment repaired and returned to me. I do not believe that cons should get just a send a letter to a customer saying that they are attempting to do something when they had staff members be truly disrespectful rude and refused to assist a customer and resolving an issue so I had I found the complaint with you guys I filled it should be further actions taken against this company and or different results done.

Business

Response:

Thank you for the opportunity to respond to Mr. [redacted] additional comments. As previously stated Mr. [redacted] purchased/leased agreement is through RAC acceptance. Mr. [redacted] will need to contact RAC acceptance for further assistance, he may contact RAC directly at 1-817-237-8033.

Sincerely,

Customer Relations Officer

Review: Purchased a livingroom set 3 weeks ago ans it is sinking in the middle and the polyfill is bulging,on all 4 pieces.

Product_Or_Service: WINSHIP

Order_Number: [redacted]

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Replacement

Replace it

Business

Response:

Thank you for the opportunity to respond to **. [redacted]’s complaint. Our records show on [redacted], **. [redacted] purchased the [redacted] Furniture [redacted] Dark Brown living room set which consist of four pieces (sofa, loveseat, chair and ottoman all with a 48-month FurnitureGard Plan. **. [redacted] signed his delivery ticket acknowledging all items were received in good order on [redacted]. We reviewed **. [redacted]’s complaint and found he contacted our service department on [redacted] stating all four furniture pieces were sinking. A service appointment was scheduled on [redacted]; during inspection the serviceman was unable to find any defects in the workmanship on all furniture pieces and reported each item was up to the manufacturer’s specifications. At this time we are unable to honor **. [redacted]’s request for an exchange; based on the serviceman’s report **. [redacted]’s furniture set does not meet the qualifications for an exchange under the Terms and Conditions of the manufacturer’s warranty or the FurnitureGard Plan. If we may be of further assistance, **. [redacted] may contact Customer Service at [redacted]. Kind regards, [redacted]Customer Relations[redacted]

Review: I purchased what I thought was a brand new frigidair french door refrigerator at conns less than 30 days ago, purchase price of $1,599.99 with a 2 year service plan for $199.99. Once it was delivered the service /delivery guy told me to wait a little while to let the refrigerator cool before storing food in it. A couple days later I went and purchased over $300.00 dollars in food to load up my brand new refrigerator. The next morning I had to leave for a week of training out of town. Upon returning home I discovered all my food was spoiled and the refrigerator had a foul smell. The next day I called conns service department and they informed me all they would do is call me back within 72 hours with a repair company to come and see what was wrong with the refrigerator. I was very upset only having this product less than 2 weeks I felt I was sold a lemon product! I called the store I purchased the refrigerator from and spoke with the manager and he refused to do anything and said I would need to call corporate . I called the service department back Monday afternoon after not receiving a call from them, they told me they were working on a repair company still. Being frustrated I called the corporate office explaining my issue and that I would appreciate a new refrigerator since that is what I bought. They refused and stated I would have to have a repairman come see what is wrong with it. A few days later the repairman came out and stated I would need a new circuit board. I called corporate back and told them a product I just purchased should not have this big of an issue already , they still refused to do anything for me. I've spoken to multiple employees of conns and everyone refuses to make this right, all I hear is they can expedite my complaint to management and I will get a phone call within 72 hours. I have yet to get a call from management regarding this matter.Desired Settlement: I want a new refrigerator one that actually works and not refurbished. Or I would like 30% off my original purchased price since in all actuality since my Refrigerator is less than 30 days old and already has to have the main component replaced its refurbished.

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted] complaint. Our records show on

4/22/14, Mrs. [redacted] purchased a Frigidaire French door refrigerator with a

24-month Repair Service Agreement Plan. On 5/3/14, Mrs. [redacted] contacted

service stating the refrigerator was not cooling. A service call was scheduled

for 5/8/14; upon inspection the technician found the circuit board needed to be

replaced. Once parts became available the circuit board was successfully

installed, unit tested ok. On 6/4/14,

Mrs. [redacted] was contacted by a Service Manager to discuss her concerns and

she informed them that her unit was fully functioning and has not had any

further issues with the unit. At this time, Mrs. [redacted]’s refrigerator does

not meet the qualifications for an exchange due to the unit was successfully

repaired; no credit is due to Mrs. [redacted]’s account at this time.

If we may

be of further assistance, Mrs. [redacted] may

contact Customer Service at [redacted]

Kind regards,

Business

Response:

Thank you for the

opportunity to respond to Mrs. [redacted] additional comments. I have confirmed Mrs. [redacted] was sold a

new refrigerator which was delivered from our warehouse. Most manufactures offer warranty from the

time of purchase because products can fail at any time, which is what happened

with Mrs. [redacted]’s refrigerator. We

regret Mrs. [redacted]’s refrigerator did not meet her expectations. As a gesture of goodwill Conn’s is willing to

discount the refrigerator and credit Mrs. [redacted] GE account $481.29. Conn’s ask that Mrs. [redacted] please allow

7-10 business days for the credit to post.

If we may be of further

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

Kind regards,

Consumer

Response:

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

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

I will accept the the offer given as long as they are still sending me my food voucher for the food lost (approximately $400 worth of good) and the warranty is still in effect that I purchased?

Review: Conns advertised a rebate with the major purchase of an appliance. 11 months have gone by and I have not yet received the rebate. Rebate company claims they mailed out the check but I never get it. This is the 4 time they claim to have placed a stop payment on the check to resend a new one. Conns customer service department claims they cannot do anything about it because it is a rebate issue and not their problem. I have told them that it was in their advertising and therefore, they are responsible. If I never receive a check, then it is false advertisement.Desired Settlement: I want them to pay the rebate amount and they can wait 1 year to get their check if they want to but it is very unrealistic to tell a customer they will be getting a check in 6 weeks and 11 months later still no check.

Business

Response:

Thank you for the opportunity to

respond to [redacted]'s complaint. Our records reflect that [redacted]

purchased a washer and dryer via invoice [redacted] on [redacted]. As a promotion running at that time of purchase a

mail-in rebate for the delivery fee was required. [redacted]'s purchase did

qualify for the mail-in rebate. The correct forms were received by [redacted] rebate center).

[redacted] indicates that a

check was mailed to [redacted] on [redacted] as a correction to a previous claim

(See Attached Rebate Claim). We apologize for the inconvenience [redacted]

experienced.

If [redacted] has any additional questions or concerns may

contact us at [redacted]

Consumer

Response:

Review: I scheduled a service call for my TV which I purchased an extended warranty on. My original service date was 8/12/2014. He was a no show, got a call saying that his vehicle was towed. They rescheduled for 8/13/2014 between 1-3 pm, again a no show, then called warranty department said he would be there between 4-5:30. Again a no show. Called the warranty department again and he told them that he had to order a part for my tv, he never even looked at my TV so how does he know what is needed? He never bothered to Call or let me know he was running late and this is TWO days in a row of no shows on techs. I am beyond aggravated. So completely unprofessional. Please correct this.Desired Settlement: I want my tv repaired in a timely manner!

Business

Response:

Thank

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

show on 3/**/12, Mr. [redacted] purchased a 60” Sharp 3D Smart TV with a 49-month

Repair Service Agreement from us and elected store pick up. Mr. [redacted]

contacted us on 8/**/14; stating the TV screen was going on/off by itself.

After reviewing Mr. [redacted]’s service history we found a part was ordered to

repair his TV; however the part arrived defective and Conn’s agreed to exchange

his TV. Mr. [redacted]’s exchange was approved on 9/04/14. Mr. [redacted] was given a credit of $1699.99 which is the

original amount paid to use toward a new TV. We show on 9/**/14, Mr. [redacted] has initiated his exchange and elected model [redacted] as the replacement which fulfills the Repair Service Agreements terms

and conditions. We sincerely apologize to Mr. [redacted] for his experience

and any inconvenience that has been caused.

Kind regards,

Review: in December I called and paid off my account with a representative. In april I ran my credit report and there is a hit on there for conns for 15 dollars stating the account is thirty days late. I called the conns and talked to a representative that stated she saw that the account was paid off in December. doesn't know why the 15 dollars came up on there. said that she would file with corporate so that my credit could be reinstated but I am still waiting to get a return call...this has been over a week and I don't feel I should have to call back for their mistake...Desired Settlement: I want my credit reinstated. this have affected my credit score. I have done nothing wrong and I want this fixed immediately....

Consumer

Response:

this is still not resolved. no one has contacted us regarding this matter and it is still on my credit report

Business

Response:

Thank you for the opportunity

to respond to Mr. [redacted] regarding account #[redacted]. Mr. [redacted] stated he called our automated

system in December to obtain a payoff quote.

He was quoted $294.98. Mr. [redacted] called back and made the payment the next day.

Our records indicate Mr. [redacted] contacted our automated system on January 1,

2014 and received a payoff amount of $294.98. He called back on January 2,

2014 and processed a payment for the quoted balance.

The additional $15.55 was due

to property insurance assessed on the account on the evening of January 1, 2014. This amount was not reflected in the payoff quote

through our automated system because it accrued overnight. We will refund

the $15.55 to Mr. [redacted] as well as remove the credit mark from his credit

bureau. Please note it may take 30-60

days for the credit bureaus to reflect the updated information.

We value Mr. [redacted] as a

customer and sincerely apologize for any inconvenience he has experienced

regarding this matter.

Thank you,

Credit Help Desk Specialist

Conn's

Review: I purchased I washer and dryer from conns about 6 months ago and I have a 1 year warranty. Both products have been giving me problem since I brought them and I constantly called about this issue to the service department they have sent out 4 different technicians to fix the issue and no one knows what's going on and they keep saying that there is no problem but it is detected products . Two people that came out says there is a issue and the others don't have a clue what's going on. I was told by the corporate office that after three time I could get another washer and dryer but that's not the case in the end all I want is a new washer and dryer....Desired Settlement: A new washer and dryer of my chose

Business

Response:

Thank you for the opportunity to

respond to Mr. [redacted]’ complaint. Our records show on 5/16/14, Mr. [redacted] purchased a ** high efficiency

washer and dryer. Mr. [redacted] declined to purchase additional (RSA)

coverage on his washer and dryer. Mr. [redacted] elected to have his

appliances delivered; we show Mr. [redacted] signed acknowledging his washer and

dryer was delivered and received on 5/17/14 in

good order.

We show Mr. [redacted] contacted our

service department however we have been unsuccessful in our attempts to contact

him to install the parts that were needed to complete the repairs. At this time

Mr. [redacted]’ washer and dryer does not meet the qualifications for an exchange

under the Terms and Conditions of the manufacturer’s warranty. Therefore,

we are unable to honor Mr. [redacted]’ request to return/exchange his washer and

dryer. Based on the technician’s report the repairs have been completed

and both washer and dryer are working up to the manufacturer specifications.

Service History is as follows:

Review: I purchased two mattresses and two box springs in Feb 2014. When I went to their warehouse to pickup order I was told they only had one mattress and one box springs. I would be credited for the mattress, box spring , and warranty for only received one of the item I received. The interest charges on my account were for the original purchase of two mattress and two box springs and warranty. I have called Conns several times to adjust the finance charges because I only received one set!Desired Settlement: I want my account credited ASAP! I also want a discount on my next purchase or I will never shop Conns Again!

Business

Response:

Thank you for

the opportunity to respond to [redacted] concerns regarding account

#[redacted] stated she

would like an interest recalculation on her account.

According to

our records, we submitted the account for an interest recalculation on April 7,

2015. We ask that [redacted] please

allow up to 14 business days for processing.

We are unable to honor her request for a discount on her next purchase.

We value [redacted] as a customer and appreciate her bringing her 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 want this case open until the complaint is resolved. They have no provided me anything so far. I was told over the phone that it would be 24-48 hours and now this letter states it will be 14days. It has been already several days and I want my interest recalculated because I was overcharged!

Regards,[redacted]

Business

Response:

Thank you again for the opportunity to respond to [redacted]'s concerns regarding her account. As stated in our first response, we are in the process of recalculating the interest on her account. 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 still have not heard anything from Conns about the interest recalculation. I am owed at least $250.00 or more and I want to hear something from them ASAP!

Regards,

Business

Response:

Thank you once more for the opportunity to respond to [redacted]'s concerns regarding her accounts. The interest recalculation has been completed. [redacted] will receive a refund of $107.67 within 7-10 business days. 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.

That does not seem sufficient enough. Please keep this complaint open until I receive the details of the recalculation.

Regards,

Business

Response:

Thank you again for the opportunity to respond to [redacted]'s concerns regarding the interest recalculations on her account. We have attached a copy of [redacted]'s payment history for her records. On [redacted] received an invoice credit in the amount of $617.00. This amount included the $499.99 plus $117.01 for finance charges and taxes. On [redacted] received an invoice credit for $162.38. This amount included the $150.00 for the returned product and $12.38 for taxes and finance charges. On [redacted] received an insurance credit in the amount of $255.26. This credit included the $196.35 and $58.91 for finance charges. [redacted] received an additional invoice credit for the pro-rated retail service agreement in the amount of $46.03 on [redacted]. The interest recalculation was processed on [redacted] and [redacted] received an interest recalculation credit of $256.42. Once the interest recalculation was completed, [redacted] had overpaid the account by $107.67. A refund check was mailed to [redacted] in the amount of $107.67. 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.

Why was the return of the mattress processed in Feb and the Box spring not processed till march? They both were not received the same day at the warehouse pick up. Why were there no finance charges credited for the box spring return? Just purchase and taxes? So Why cant I get a discount on another purchase?? Conn's overcharged me and now are only willing to correct their own mistakes but cant do anything about the time and money spent making this right. I have called several times before they decided to recalculate my interest! I had to file a complaint through the Revdex.com! I still believe I am owed more that $107.67

Review: On/or about the 28th of February, I opened an account with Conn's on Hotel Circle in Albuquerque and purchased a washing machine, rug, vacuum cleaner, and a KamadoJoe. Everything was delivered on time, as promised, on the 1st of March which was the day I was moving into my rental house. A couple of days later, we opened the lid of the KamadoJoe to unpack the parts and set it up, and noticed the inside was cracked. In addition, one other piece in a separate box was broken as well. I don't have a complete phone record but I know I called on 3/10, 3/14, 3/17, 3/23, 3/24, and 3/27. On 3/30, they attempted to deliver a new interior for the Kamado but they broke that too and they didn't even know about the second part that was supposed to be replaced. I called again on 3/31 to find out what they were doing. And I called again on 4/7 Last I heard was they were checking to see if they could get a complete replacement or I might get a credit on my account. Extremely poor follow up customer service on the part of this store's management team. I should not have to call for an update.Desired Settlement: Come pick this thing up and credit my account. They also need to pick up the BigJoe Heat Deflector that I purchased to go with this unit as I can't use it if the KamadoJoe is broken/returned.

Business

Response:

Thank you for

the opportunity to respond to Mrs. [redacted] complaint. We have contacted Mrs. [redacted] regarding her

concerns and apologized for the inconvenience. Conn’s has agreed to honor

Mrs. [redacted] request and exchange her [redacted] and Deflector for a

sofa. Mrs. [redacted] has re-selected a new sofa which was

delivered on 4/21/14. We appreciate Mrs. [redacted] for bringing her

concerns to our attention. If we may be

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

Kind regards,

Conn’s Customer Relations

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 was satisfactory and I consider this complaint resolved.

Regards,

Review: I purchased a Friedrich A/C unit on 4/05/2014. When I purchased the unit, I informed them that my window was 48 inches wide. I also told them that I had 2 smaller units that I purchased previously that I needed installed as well. They installed them on 4/11/2014, and on the 14th it rained, causing the units to leak into the window. I called them on 4/14/2014, and they said they would send someone out that evening; no one showed. So I called back on 4/15/2014 and they said they would send someone out the next day. They cancelled, claiming the repairman was sick. I called on 4/18/2014 and talked to [redacted] at the warehouse location, she informed me that they said my windows were too large for the units. They said that it was the salesman's fault and that the units shouldn't have been installed in the first place. However, they came out and installed them anyway, doing a very poor job, and are refusing to come out and correct it. I want a refund for my installation charges so that I can pay a professional to correct it.Desired Settlement: I want a refund for the installation charges, so I can pay a professional installer to have it done right!

Business

Response:

Thank you for the opportunity to respond Mrs.

[redacted]’ complaint. Our records show on 6/14/13, Mrs. [redacted] purchased a Frigidaire 12,000 BTU

air conditioner and two 6,000 BTU air conditioners with from us on invoice [redacted]. Our records show on 3/23/14, Mrs. [redacted] contacted us regarding her 12,000

BTU ac unit; stating it was smoking and smelled like smoke. On 3/28/14 Mrs. [redacted] ac unit’s

information was sent to the manufacturer for a repair review. Mrs. [redacted]

was approved for an exchange on 3/31/14; she

was given a credit of $299.99 to replace her air conditioner model [redacted]. On 4/05/14, Mrs.

[redacted] selected an 18,000 BTU air conditioner model [redacted]. On 4/05/14, Mrs. [redacted] also purchased

three air condition installations which were scheduled to be installed on 4/11/14. On 4/14/14, Mrs. [redacted] contacted us

stating she had water leaking were the ac unit was installed. We have

spoken with the delivery manager who confirmed that on two separate occasions a

delivery installer went out to inspect Mrs. [redacted]’ air conditioners. The

delivery installer notated the units were installed properly and that the water

Mrs. [redacted] mentioned was condensation from the air conditioners running.

We are unable to honor Mrs. [redacted]’ request and issue a refund; as listed in

Conn’s return and exchange policy states charges for installation and delivery

services are nonrefundable after the services have been performed.

If we may be of any further assistance, Mrs.

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

Kind regards,

Conn’s Customer Relations

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 acceptable, the installer came back and took pictures and tried to blame leakage due to condensation. When he came back out it was not raining so the units were not leaking at the time. I explained to him that they only leaked when it rained heavily and that the units were leaking on the sides inside the window, so he caulked it some more and left. I paid for a professional job and didn't get one. I will not be doing business with this company anymore if they can't do business better than this.

Review: This is a complaint in reference to a purchase that was made on [redacted] in the amount $3,014.64 cash purchase. This was for a front load wash and dryer, which includes the pedestals. Upon arrival of delivery I notice there we dents on all sides of both pedestals. Deliver guy stated he would call it in and expect a call back from someone within minutes. A woman did contact me the same day and I explain where dents were, she than apologize and stated that Conn`s will be send me out a refund check for $100.00 allow 3-4 weeks for processing. Well I noticed about mid [redacted] I haven’t heard or received anything from Conn`s, so I contacted them not certain of dates. Person I spoke with on 4 different phone conversation in [redacted] was [redacted] @ [redacted] in delivery. She was the only who could pull my account and see what happen to refund. She stated that it was kicked out and she will send out another request to check re-issued and sent out within 2 weeks. Today I contact her back and she stated the same problem request was kicked out again from corporate; she will need to send another request. Now that means I will be waiting again for another 3weeks of however long it takes. [redacted] gave me corporate number ([redacted]) and said I can contact them. So I did call corporate and spoke with [redacted] whom did not help me either all she did was she another request asking what was going. She also was asking who I was speaking with in delivery so she can contact them to get more information. At this point I am tired of going back and forth. Conn`s made a promise to send refund check in a timely manner. It has been almost 3 month and no one can seem to find out what the problem or just send out check.

No one ever calls back to follow-up and today is [redacted] and still the issue has not been resolved or does anybody in Conn’s knows what’s going on.

Invoice#[redacted]

Store Number: [redacted]Desired Settlement: Refund check mailed out next day, I do not want to wait another 2 months

Business

Response:

Thank you for the opportunity to respond to [redacted]. [redacted]’s complaint. After further research, we found [redacted]. [redacted] was offered and accepted a concession for damages during delivery. We sincerely apologize for any inconvenience [redacted]. [redacted] experienced as a result of delay processing her concession. As of [redacted], we have processed [redacted]. [redacted]’s check request and will mail her check overnight to the address provided. [redacted]. [redacted] may track that status of her refund at[redacted] (tracking number [redacted]). If we may be of further assistance, [redacted]. [redacted] may contact Customer Service at [redacted]. Kind regards,[redacted]

Consumer

Response:

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

Review: We bought a refrigerator on 8/23/12. The manufacturer warranty expired on 8/23/14. We did purchase the extended warranty with Conns. We called for service on 8/29/14. A technician came out on 9/1/14 and ordered two parts. We were told the parts would be in approx 3-4 days. On 9/5/14 we were told the parts would be in on 9/11/14 - almost a full week later than expected. The local branch of customer service told me there was nothing they could do to expedite the parts and that I could call the manufacturer and track the parts myself, Conns wouldn't do it. The corporate office said they would try and expedite the parts. I received no phone call back. I called again on 9/8/14 and customer service told me they don't expedite parts. They said there was nothing they could do. My husband and I went to the store where we purchased the fridge- they told us there was nothing they could do and technically they had 30 days to fix our fridge. We told them that was unacceptable - it's an essential appliance - yet they still said there was nothing they could do. We spoke with the service department several times that week. At one point we were told it would be another 30 days before the parts would arrive. Another time, we were told they couldn't find the parts. Then unexpectedly they called my husband on 9/10 and told us the parts were there but they couldn't come out to repair until 9/12. On 9/12 the technician did come to repair. However, he only replaced one part and left. At this time, my mother was supervising the repair because my husband and I couldn't take off work. She did not know the full circumstances in which what needed to be repaired. My husband was able to leave early from work. When he returned home and saw only one part was replaced, he called the technician. He came back out that afternoon but still did not complete the repair. Instead, the technician let out all the freon gas and claimed it had already leaked out. My husband was in the kitchen and watching him. We feel he did this on purpose but do not understand why. My husband called the service department after he left to complain. He spoke with the service manager and she committed to resolving the issue. She also told us that they have had similar complaints before. She called again 9/17/14 to let us know that the second set of parts had arrived and we should get a call from dispatch to make an appointment. On 9/19/14, we had still not received a call from them. We called the service manager again to let her know and she called dispatch to make the appointment herself. The appointment was scheduled for 9/20/14. On 9/20/14, we received a call from Conns stating they could not come out today because they would not send a technician for a three hour repair. They have not yet rescheduled anyone to complete our repair.

Under the extended warranty, they also covered claims for food loss. I submitted our claim for $184.99 on 9/10/14. We did not include in our claim about a quarter of what we actually lost. We felt that items that were mostly used or did not like were not necessary to claim. In total we lost about $300 in fridge and freezer foods. On the form, it states, it would take approx 7-10 days until we receive our refund. As of today, we have not received our refund or been given any updates on the status. When we visited the store 9/9/14, the store manager told us they only cover claims up to $150 and we would be lucky to get even that. We felt that the store manager did not want to help us and just wanted us to leave his store. He was very unprofessional and rude. The only person who seemed to want to help was Erica, however, she failed. She told us several times that she would return our calls and only did once. She did not provide any assistance in this matter but told us more conflicting information each time we called her.

My husband and I feel that this repair has taken too long to complete. The refrigerator is an essential appliance in every home and repairs and service should not take more than a few days to complete. We feel we have been lied to and treated unfairly by all we have contacted at Conns. Since 8/29/14, we have spent over $40 in ice alone just to keep what fresh food we have from spoiling. We have spent over $265 in fast food because we have not been able to eat at home. We have lost several items that we have purchased from the grocery store that we were unable to keep from spoiling. We have a cooler on hand and have been purchasing ice every day to keep what we can fresh.Desired Settlement: We would like to have our fridge either repaired or replaced (new model only, do not want a refurbished or used fridge) and a refund of $500 - compensation for food loss claim, ice, meals eaten during this time, time off of work, and unnecessary stress caused by the Conns staff and service.

Business

Response:

Thank you for the opportunity to

respond to [redacted]’s complaint. Our records show on 8/23/12, [redacted]

purchased an ** French door refrigerator with a 48-month Repair Service

Agreement Plan.

We received [redacted]’s

complaint and found she contacted the service department on 8/29/14 stating the

refrigerator was not cooling. A service appointment was scheduled for 9/1/14;

upon inspection the technician found parts were needed to complete repairs. We

show parts became available on 9/11/14 and scheduled [redacted]’s repair date

for 9/12/14. On 9/12/14, the technician installed the parts however; [redacted]

contacted the service department the same day stating the unit is still not

cooling therefore additional parts were ordered for repair. Once the parts

became available, [redacted] was scheduled for repair on 9/27/14; during

installation the technician found the wrong piece was ordered and could not

complete repairs. On 9/29/14, Conn’s agreed to exchange [redacted]’s

refrigerator due to service delay however; we no longer had the same model

available therefore, [redacted] received a store credit in the amount of

$2879.99 to re-select another refrigerator. Our records show [redacted] was

unable to find another refrigerator that was suitable therefore, Conn’s came to

an agreement with [redacted] to receive a full refund in lieu of the exchnage

for the refrigerator and Repair Service Agreement Plan. On 10/13/14, we

submitted a check request in the amount of $3117.59 the cost of the

refrigerator and $378.82 for the Repair Service Agreement Plan totaling

$3496.41.

In regarding to the Food Loss

Claim [redacted] submitted, we show she was approved to receive the maximum

amount of $150 as stated in the terms and conditions of the Repair Service

Agreement Plan. [redacted] also brought to our attention that she never

received her rebate from the initial delivery; Conn’s has agreed to honor her

delivery rebate and mail a check in the amount of $79.99. We sincerely

apologize for any inconvenience Mr. and [redacted] experience as a result of

the service delay.

If we may be of further

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

Review: I purchased a washer and dryer on 6/25/14 at Conn's location in Amarillo, TX, I paid cash and bought the GE service warranty on each of the appliances. About a week after delivery, I noticed that the dryer was making a banging noise after it ran a while, I called Conn's to report this and request service, they said I had to call GE, since I had a service warranty on the appliance. I called GE and waited a week and a half to have them come out to tell me the dryer was irreparable and that I should contact Conn's to set me up with a new dryer. I called Conn's - REPEATEDLY and explained my situation to them, each time I was given different information on how to go about getting a replacement. A woman named [redacted] and a woman named [redacted] both gave me contradictory information on how to get a new dryer - one said that I had to have GE come out, their hands were tied, the other said I needed to have a Conn's store delivery person come and look at it before they could deem it defective! fast forward to 2 weeks ago - I go into store to talk with manager[redacted] - he assures me that he will handle this and that he is on the case, he is the store manager after all.He did nothing for me but pass the buck to "Corporate" and said he has to get approval from them to give me a new dryer. I have had no dryer for a month now, I have 2 small children and lugging clothes to the laundry mat to dry at my own personal expense, because I cant use the dryer I bought and they wont exchange it or even take it away. At my wits end with these people,I asked the store manager to please just give me a refund and come and take the dryer away, I would just buy another one somewhere else,I was told that there would be a "$100.00 restocking fee"!FOR A DRYER THAT DOESN'T WORK!I told them that was ridiculous and they said their hands were tied, they had to get someone from " Corporate" to approve anything on my behalf. The store manager assured me he would be working on my behalf to resolve this - THAT WAS 2 WEEKS AGO. Please help!Desired Settlement: Please have them quit giving me the run around and have them refund my $$ WITHOUT a 100.00 restocking fee.I would also like to be reimbursed for all of the $$ I have spent at the laundry mat drying my clothes for the last month. They cant restock a broken dryer and I just want to be done with these people. They are horrible, I cant tell you how horrible this whole experience has been. I have never reached out to the Revdex.com for anything before! They take your $ and then dont care about what happens.

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted] complaint regarding her experience with us. Our records show on June 25, 2014, Mrs. [redacted] purchased a GE washer, GE electric dryer and 24 month repair service

agreement which was delivered on June 28, 2014.

Mrs. [redacted] contacted us on July 3, 2014 stating the dryer was making a

boom sound when turning and shaking a lot.

We show Mrs. [redacted] was advised to remove the shipping bolts. Mrs. [redacted] contacted us again on July 15,

2014, stating the unit was still not working properly. A service order was

set-up with the manufacture and the technician advised the dryer was not

repairable because the drum was damaged.

Mrs. [redacted] has been contacted by Conn’s and we

have agreed to exchange her dryer for a new one. We show the new dryer was delivered on August

7, 2014 and was received in good order. We

followed up with Mrs. [redacted] and she confirmed the new dryer is working

fine. 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 1-877-358-1252.

Kind regards,

Review: Original contract was not signed by me. Contract I signed in Orange was never put into their system correctly.

My wife went to buy furniture at the Conn's store in Beaumont on [redacted] It was originally supposed to be in her name but the manager ran it in mine. The original contract from [redacted] was never signed by me and I did not authorize the purchase. During the delivery process it took 5 attempts over a 3 month period to get the correct furniture delivered, which ultimately was damaged. After many phone calls with Conns in Beaumont, they agreed to offer a lesser price on the furniture for the amount of $1522 but told us to go to the Orange branch and have the Manager handle the new contract. The contract I signed on [redacted] was in the amount of 1522 which was agreed upon as same as cash until [redacted]. The payment towards the furniture from the previous contract that my wife signed for the furniture, which was supposed to be in her name, was agreed to by applied towards the new contract on [redacted]. We made payments until [redacted] when my wife went into the Orange branch to pay off the remaining balance of $1050, she was told we owed $2400. The Manager told us to hold off on our payments until he could get this issue resolved. It is now [redacted] and we still do not have a remedy. We have attempted to contact them 4-5 times a month, either [redacted] or the corporate number. [redacted] has sent emails to his boss about this issue as well. They have never attempted to contact us. This issue is now being reported on my credit report, and is seriously affecting my credit rating. I feel that I have done everything I could do in order to solve this issue.Desired Settlement: The settlement that I would like would be for the negative reporting on my credit rating to cease. Conn's needs to find the contract I have signed in Orange. They need to apply it towards my account so that I can pay off the correct amount owed without worrying that they will attempt to collect more money from me in the future. Conn's also needs to make sure that my credit report does not show that I was delinquent on past payments. I would also like the furniture to be fixed, it is literally fa

Business

Response:

Review: Filed warranty claim on 12/**/13. Was told due to me livong in cleburne Tx it would ne 2-3 weeks before they could come look at my damaged TV. On 12/**/2013 I drove 1 hour to the Dallas Tx service center sp I could have my TV looked at and exchanged per my warranty and extended accidental warranty I purchased with the tv. I was told by [redacted] in service I would have an answer by 12/**/13 on exchange. Well it never happened. Called service center on 01[redacted]/2014 and spome to [redacted] in service and she submitted the exchange and said she would call me by end of day to let me know ofthe exchamge. On 01/**/2014 I called [redacted] again and was told I would be called by the ebd of the day with exchange. Never happened again. On 01/[redacted]2014 I called [redacted] again and was told ywt again she was waotong for exchange number and would call me by end of day. At thia point I amvery upset because I keep getting told stories that arent true and it seems they are being deceptove.Desired Settlement: I want my exchanged tv asi wastold in the first place. Im tired of being lied to. If I had known warranty problems were this bad I would of never bought it from them. They were sued and fined in texas in the past for these same issues.

Business

Response:

Review: the contractual terms have been modified without my consent. I came into the contract under an agreed terms for a specific amount for a specific length of time. one of the options of the contract was a "12" month no interest term. and there is a specific amount stated to complete this option. but my pay-off amount continues to increase weekly, with no explanation as to why this continues to happen. I have made several calls to the customer help line, with no help in resolving this issue. due to the fact that the terms of our contractual agreement seems to have changed, makes the agreement void.Desired Settlement: I want the original terms of the agreement reinstated and my account credited for the extra monies added onto my account.

Business

Response:

Thank you for the opportunity to

respond to Mr. [redacted]’s concerns regarding account #[redacted]. Mr. [redacted] stated the terms of his contract

have been modified.

According to our records, Mr. [redacted]

signed a 32-month retail installment contract on December [redacted] 20**. That contract included a 12-month no-interest

financing promotion. The terms of Mr.

[redacted]’s contract have not been modified.

Mr. [redacted]’s 12-month no interest financing promotion does not expire

until December **, 2014.

My.

[redacted] has made seven payments on the account in the amount of $172.56 and as of

August *, 2014 he currently has a payoff balance

of $2660.38. The original invoice total

was #[redacted] This included an invoice

amount of $3750.83 and $469.88 for property insurance.

We

thank Mr. [redacted] for bringing his concerns to our attention and want to assure

him the original signed retail installment contract is the only contract on

file for this account.

Review: I shopped at Conn's on January **, 2014 to purchase a sofa and loveseat. I was then approached by a salesman, [redacted] I explained I was looking for a sofa and loveseat that was 100% leather. I found a brown leather set that I liked and financed it (so I thought). The delivery was scheduled for the next day around 3pm. The delivery truck went to my neighbours, then left. We called and were told they were lost. We called the salesman and he asked us to meet him at the delivery warehouse so he could follow us home to deliver the furniture. It was about 8pm, dark and raining by now. We get to our house and the salesman hauls everything in a matter of 15 minutes and leaves. My husband and I began unwrapping the plastic and I realize this set is wrong. It was also damaged. My husband contacts the salesman at about 8:30pm and left a message. We called the store the next day and complain. The store states that the manager would have to approve an exchange and we would have to call back Monday. I did this and the manager states that we will have to get an exchange approved by corporate. I call corp. in Beaumont, TX and they state that I must make a complaint and wait 48 hours for it to go to the resolution department WITH THEIR DECISION. I demanded a refund which was denied. I wait 48 hours and call back on Wednesday. The resolution department approved an exchange for the same exact set as if we were trying to replace the set because it was damaged. I explained that the set that was delivered was the wrong set. We picked a different set. They say I have to repeat the same process and call back. I called back after a few days and was told this matter was to be handled by the store manager. I spend several days tracking him down and he would only agree to exchange for the same set that I did not pick. I have gotten the run-a-round for 3 weeks and they will not resolve this issue. They have lied to me continuously and are now dodging me.Desired Settlement: DesiredSettlementID: Replacement

The salesman financed the wrong set and all I wanted from the beginning is for Conn's to re-do my financing for the correct set which is 100% leather. They will make more money in commission anyway. They are willing to exchange the set, but not for the set I picked??? If they will not sell me the correct product, I want a refund.

Business

Response:

CASE ID: [redacted]

Thank you for the

opportunity to respond to [redacted] complaint. Our records reflect that [redacted] purchased furniture via invoice #[redacted] on 1/**/14. The customer

received a promotion of a free television with the purchase of a living room

group. Please see attached signed invoice regarding [redacted]’s selections. The

product was delivered by the salesperson that evening due to delivery driver

being unable to locate [redacted]’s home.

[redacted] was contacted

by the store’s district manager, who agreed to exchange the products. The new

product was selected as invoice # [redacted] on 3/*/14 and delivered

on the 3/*/14.

If we may be of further

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

Kind regards,

Conn’s Customer Relations

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. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: Purchased a dishwasher in May 2014; started leaking water onto the carpet in living room. Took the tech 4 days to come; tech said it wasn't dishwasher. Paid a plumber $75 to tell us it is the dishwasher, and the tech that came didn't want to work bc as soon as you turn on the dishwasher water is pouring out! Now, Conn's has rescheduled our appointment 3x's and still has not fixed the equipment. A contractor came to tell us what the plumber already told us, and now we are waiting for the part to come in for another week. Conn's will not replace the equipment since it can be repaired We have a carpet that is trashed, a dishwasher that isn't even 6 months old not working for almost 3 weeks, and it still isn't fixed. Conn's is a company with faulty equipment, and has ghetto customer service.Desired Settlement: I would like the equipment replaced with another Brand. I want the carpet and warped wood replaced.

Business

Response:

Thank you for the opportunity to respond to [redacted] complaint. Our records show on 3/06/14, [redacted] purchased

a [redacted] dishwasher with a 2-year Repair Service Agreement Plan and elected

Conn’s Installation service. On 3/10/14,

[redacted] dishwasher was received and installed by Conn’s delivery team in good

order. On 3/18/14, [redacted] contacted the service department stating the unit powers

on but does not wash. A service

appointment was scheduled for 3/20/14 however; the ticket was cancelled due to

the technician could not contact [redacted] while attempting to locate his

resident. On 4/25/14, [redacted] contact

the service department again stating the dishwasher would not turn on. A service call was scheduled on 4/28/14; upon

inspection the technician found the lever was out of place and re-adjusted the

lever; unit tested ok and no other problems were found. On 9/08/14, [redacted] contacted service

stating the dishwasher was leaking water from underneath. A service appointment

was scheduled on 9/18/14; upon inspection the technician found a new pump motor

assembly needed to be ordered to complete repairs. Once the parts became available,

[redacted] was scheduled to complete repairs on 9/25/14. On 9/25/14, the

technician installed the new pump motor assembly and reported the unit working

to manufacturer’s specification; there were no reports of any damages to [redacted] home from the technician. At

this time we are unable to honor [redacted] request; the dishwasher does not

meet the qualifications for an exchange and the leaking water resulted from the

pump motor failing. [redacted] would need

to contact his homeowners insurance if repairs are needed.

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

Service at [redacted]

Sincerely,

Review: My husband and I purchased a set of couches back in [redacted] After a couple of weeks one of the couches started dipping(1st piece) and then noticed that one sinks(2nd piece) in and the other arm rest is loose (3rd piece). I had called in a service, all they ever did was take pictures of the item and never fixed the issue. After the last visit of technician not fixing the sets I went to the store located on [redacted], the manager [redacted] helped us out and were approved on [redacted] to get an exchange. Since then we have not received our couches both the store and the distribution center seem to be on different pages. One manager ([redacted]) from the store location says one thing and then the distribution center say something else. We have been getting the run around. The manager [redacted] laughed at my as on was on the phone with me, told him that was very rude customer service actual words I said was "[redacted]" customer service and he then hung up on me. I then called him back and said he didn't have to be rude and hang up for me telling him the truth... how can he laugh at a customer for asking her money back when all I have been receiving is rude customer service. The only ones who have helped me was the manager [redacted] and [redacted]Desired Settlement: We just want our money back and not have to deal with them. They stated they can credit us but I don't want to deal with them ever again. I don't think they deserve our money for all the issues we have been through and for all the rude customer service from other staff.

Business

Response:

Thank

you for the opportunity to respond to [redacted] complaint regarding a

purchase made under [redacted]. On [redacted],

we contacted [redacted] to discuss her concerns during the conversation she

informed me the issue was resolved prior to receiving a call. [redacted]

was informed her recliner was now available and she was scheduled for delivery

on [redacted].

We sincerely apologize to [redacted] for her experience and any inconvenience

that has been caused.

If

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

Kind regards,

Customer Relations

Review: On [redacted] I went to conns to look around for a cloth dryer because mine had stop working, the sales person ([redacted]) talk us into getting a matching front load set form conns, which was really nice. I was so excited to have this nice expensive looking set. On [redacted] conns deliver and set up the washer and dryer. they put it on clean basket, 1 hr later my wash room was flooded, I call to let conns know what happen, they told us to go make sure the drain door on the dryer was completely close, so I did that, but next day went I put a load to wash it did the same thing. I was so upset that I call conns to come pick it up because I was very disappointed so I want them to come and take it back. they was suppose to come in a couple of days to pick it up. on the [redacted] two guys show up from ge said that they came to find out what was wrong, I told them that they was suppose to pick it up not fix it. The went and look said it was defected and had to be replaced. so the call cooperate whiles at my house to find out what they need to do, they told me that conns will be contacting me to make arrangement to come pick the washer and dryer. No one did not contact me, so I call cooperate [redacted] 10.30am spoke to [redacted] because I wanted to know when the will be picking it up, I didn't want to do business anymore with then, I call every week . then on [redacted] a truck show up. two guys said that they were from the warranty company with my replacement I told them that I was not suppose to get any replacement, I told them the need to take every thing with them, they said I need to take it up with conns because they are just the delivery people. I call cooperate spoke to [redacted], said she is creating a ticket so that someone can pick it up. so in the mean time whiles I waited I try to use the washer but the new one was not working either, I call and conns connected me to service the advise me that I may have hard water in my area and that can make the smart washer was not work. she schedule a service person to come out. some one came on the 24, he said that conns did not hook up the cold water which cause the machine to damage and he needed to order a part. on the [redacted] someone from warranty came to install the new part, the machine still not working. the part were the liquid detergent and fabric softener goes in is filling with water. I feel like I'm being force to keep this washer and dryer. I am so frustrated and depress, I have about twenty loads of cloths piled up because since [redacted] I was not able to wash my family cloths. these are the dates and people I spoke to at conns including calling my sales rep ([redacted]) every other day: [redacted]. I spoke with [redacted] on [redacted] in cooperate said that their waiting on upper management to give the approval for the washer and dryer to be pick up without looking as though it's voluntary surrendered. [redacted] at [redacted] ticket #[redacted]Desired Settlement: I would like conns to honor their company policy and pick up the washer and dryer without it looking as though it's a repossession because I have ask them within the 30 days time since beginning in [redacted] to please pick up the washer and dryer. they have been ignoring me and no one ever calls. I have to be the one calling all the time

Business

Response: