Conns Appliance, Inc.

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: 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 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: I am e-mailing you because I have yet to receive a response from your organization that is satisfactory regarding the repairs that were supposed to take place regarding a bed that I had bought and fully paid for that was under warranty. I contacted your company January of this year regarding my bed being defective the frame has basically cracked and the bed sags in the middle as a result. I called the customer service line, they took my info said the repair department that handled this would call me.. They did they set up an appointment and sent someone to my home to take pictures of the bed etc etc... During his visit there the gentleman told me that the people that did the initial install should have advised me that because I have wooden floors that the legs would not stay because of the rubber bottom and that is what they would always slide... He told me that once it was repaired I would have to buy something additional from home depot to keep it more stable.. However he said that he would send in the info .. someone would contact me ordered the parts and once the parts were in for my bed I would need to call again and reschedule for someone to come out and fix it... I was given a two week eta... More than two weeks went by .. I called the customer service line AGAIN... was given a number to a distribution center in Dallas after I explained my situation the lady acted as if I was calling the wrong department ... She placed me on hold came back to the line and said she would call me prior to the end of the day to let me know when to expect my items for repair.. This was 6 weeks ago and I have still yet to hear back from anyone in your organization... I need for this to be resolved immediately... If you look at my pay history you will see I have always paid you on time and early.. I expect the same level of service in return from you... Please resolve this matter...Desired Settlement: I need for my bed to be replaced ASAP... and installed correctly..

Business

Response:

Thank you for the opportunity to respond Mr. [redacted] complaint. Our records show on 2/09/13, Mr. [redacted] purchased a London queen bedroom set which consisted

of six pieces; footboard, headboard, rails, mirror, nightstand, and dresser

with a limited 1-year manufacturer warranty on all six pieces. Our

records indicate Mr. [redacted] was schedule for delivery and received his items

on 2/20/13 in good order. Our records show on 1/25/14, Mr. [redacted] contacted us regarding his bed

rails; stating his mattress was caving in the middle. We attempted to

contact Mr. [redacted] on 1/27/14, to set-up a service

appointment but we were unsuccessful in our attempt; Mr. [redacted] called back

later that day and scheduled a service appointment for 2/22/14. On 2/22/14, a serviceman went to assess Mr. [redacted]’s bed and found the feet

that connected to the slats were stripped out. Mr. [redacted]’s bed was

forwarded to the manufacturer for a repair review; on 2/26/14 an exchange was approved for Mr. [redacted] to

replace his bed rails. An even exchange was keyed on 5/26/14, for Mr. [redacted]’s bed rails and is scheduled to

be delivered on 5/28/14. Although we were

unsuccessful in our attempt to reach Mr. [redacted] today if he is not available

for tomorrow delivery he may contact the Dallas delivery department to

reschedule. Dallas delivery can be

reached at 1-972-225-9970. Conn’s would

like to apologize to Mr. [redacted] for the experience he had and for the inconvenience

as a result of the day.

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

Customer Service at 1-877-358-1252.

Kind regards,

Customer Relations Officer

Review: We purchased a television and were also convinced to buy a sound bar of the same brand. We were told it would enhance our experience and that because they were the same brand they were compatible and we would be able to set it up wirelessly through Bluetooth. After having the product for a couple of months and trying to configure the connections in different ways we called customer support to find out the TV we purchased was not even Bluetooth compatible! I feel I was hustled and taken advantage of. Now I can't return the sound bar with out re qualifying and making a purchase of close to $400 AND I would still have to pay a restocking fee.Desired Settlement: Either replace it for a television that's Bluetooth compatible and the same amount as the one we purchased or provide us with a cable so that we can even be able to use the additional component. The sound bars only current purpose is a wall decoration :(

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted] complaint regarding a purchase that was made by [redacted] on 3/16/14. Mrs. [redacted] has been contacted by the local store manager regarding her concerns. As a gesture of goodwill Mrs. [redacted] was provided the audio cable needed and received an in home installation at no additional charge. We sincerely apologize to Mrs. [redacted] for the experience and any inconvenience that has been caused.

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

Kind regards,

Review: Had a couch delivered Monday July 7 at 11 AM, I did not notice the problem area(s) until after the delivery. On the back of the couch (where the back panels meet in the corners) its peeling back on most of the corners and you can see screws and staples. There is also material that has been rubbed off on the corners, like its been dragged on the ground.I was told by delivery that I had 72 hours to call if there was an issue. I called [redacted] at 830 am on July 10 (NOT YET 72 hours). Once I received a call back @ 1:53 PM (now after 72 hours) I was told that its over 72 hours (because Conn's counts days not hours) and they will send someone out to repair it. Why do the delivery drivers say 72 hours if it's not really 72 hours?I called customer service and no one can help you, they tell you to call the store, the store tells you to call customer service and they in turn transfer you to the "correct" department, but it's never the correct department. They open tickets and then close them as resolved without ever communicating what the resolution is. On Saturday July 12, I finally called the manager at the Chandler store, [redacted], and he told me that they were going to replace the defective section of the couch. The delivery people called that same day to set up a time to come out and replace the defective couch. Sunday, July 13, the delivery driver is at the house and tells me that Conn's ordered the wrong one. You deliver a couch that is already falling apart and then when you try to correct the problem you mess that up too. I had other items that we purchased (oven, rug and microwave) that have not been delivered and I have already cancelled those. On Monday July 14, I called customer service yet again and asked them to come pick up their defective couch and to close the credit account.. I was told they could come get the couch, for a $129.00 fee and then I could exchange it for something else, or I could do a voluntary repo but I am still responsible for payment.Desired Settlement: When you make a big purchase, such as a couch, you are not only paying for quality merchandise, you're paying for quality customer service. Since the couch was delivered defective and then you sent the wrong couch out to "fix" my issue and the complete lack of customer service, I would like for Conn's to come pick up their defective couch, which still has all the tags on, and close my credit account with no negative impact on my already good credit.

Business

Response:

Thank you for

the opportunity to respond to Mrs. [redacted]’s complaint. Our records show

on 7/06/14, Mrs. [redacted] purchased a Catnapper Nobel furniture set

which consisted of three pieces; sofa, loveseat, and wedge with a 48-month

Furnituregard Plan on all three pieces. Mrs. [redacted] also received a free

Haier 32” LED TV and elected to have items delivered. Our records

indicate Mrs. [redacted] was scheduled for delivery and received her items on 7/07/14. Mrs.

[redacted] contacted us on 7/10/14 which is 72 hours after receiving delivery; Mrs.

[redacted] stated the back of her couch was peeling and the staples and screws were

visible. After researching Mrs. [redacted]’s complaint we found an exchange

was approved to replace her sofa. Mrs. [redacted] was scheduled to receive her

sofa on 7/18/14; upon delivery Mrs. [redacted] stated the sofa was the

wrong item it was the loveseat that was defective and needed to be

replaced. As of 7/22/14, Mrs. [redacted]’s new loveseat has been delivered and

received in good order. We sincerely apologize to Mrs. [redacted] for the

experience and the inconvenience as a result of delay.

If we may be of

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

Kind regards,

Customer

Relations Officer

Review: I've received calls 6 in one day, from Conn's in regards to a debt that is not mine. It's not unusual for them to call 3-6 times in one day. I've let them know on multiple occasions that the number they have is not correct, that it is not my debt and I have nothing to do with it. I've spoken to a supervisor "[redacted]" and she stated as well as others operators that the number would be removed from the system within 24 hours. Yet, here they are again calling me at all hours of the day and night. They are interruping my workday, interrupting family time, and I'm just about at the end of my rope.Desired Settlement: I want an apology. This is not my debt, this is not my problem. Get your records straight and stop harassing people.

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted] concerns regarding phone calls she has received regarding a Conn’s

account. We have determined this account

belongs to another customer and Mrs. [redacted] phone number was linked to the

account in error. We have placed a cease

& desist on the telephone number provided by Mrs. [redacted]. In the event Mrs. [redacted] receives any

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

address the matter further.

We sincerely apologize for any

inconvenience Mrs. [redacted] experienced concerning this matter.

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 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: 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: I purchased a large amount from Conn's in [redacted] on 6/18/2014. everything was delivered BUT THE bed was to high. I am disabled can not walk they saw and knew this when I was at the store BUT THEY SENT THE WRONG BOX SPRING! Because of my disability I can not move my legs, I feel off of the bed TWO times! I emediatly called the store on 06/19 and after a lot of arguing they finally said they would replace the boxspring with a shorter one. I had to contact the media to finally get some action from them but once again everthing came to an end. The delivery people also damaged my wood floors , they sent a private contractor out to look at the damage and they agreed to repair the floors. But I have not heard anything back from them about the floors. I am totally disabled and I do not like being taken advantage of.I have had M.S. for 32 years , I tollerate a lot both my wife and I have had a lot of situations that we have had to deal with. I should have paid attention to the word CONN'S and I did not need to know I should take that word seriously.Desired Settlement: I want my BOX SPRING , if they can not get it for me then do not charge me for the items. I will have to put up with the box spring and my damaged floors

Business

Response:

Thank you for the opportunity to respond to Mr.

[redacted]’ complaint. Our records show on 6/18/14, Mr. [redacted] purchased a [redacted] Queen box spring and received delivery on 6/24/14. On 7/17/14, Mr. [redacted]

contacted us stating his box spring was too high. A service call was scheduled

for 7/31/14; upon inspection the technician determine the box spring was not suitable

for Mr. [redacted] and recommended a low profile box spring. As a gesture of

goodwill, Conn’s special ordered a low profile box spring. On 8/24/14, we

received the low profile box spring and attempted to contact Mr. [redacted] to

scheduled delivery however; we have been unsuccessful in our many attempts. Mr.

[redacted] may contact the warehouse in [redacted] directly at ###-###-#### to

schedule a delivery date.

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

may contact Customer Service at ###-###-####.

Sincerely,

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: 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: 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 purchased a [redacted] laptop computer from this store on [redacted], and upon turning it on at home discovered the touchpad was defective. We called [redacted] and were told to try rebooting the system, but this did not fix the problem. I called Conn's, explained the situation, and had to convince the machine should be replaced rather than repaired. I went to the store on [redacted] and received another of the same laptop, whose touchpad was also defective. When I informed the store manager of this, he said I could either get a different computer from them or get a refund minus a 15% "restocking fee." This is what I had to do to get a partial refund. In effect, the store extorted money from me. I paid $[redacted] to return a defective laptop, twice.Desired Settlement: I wish to receive the remainder of my payment for the laptop, since they now have the computer. I should note that the store representative wrote on the refund invoice that I returned the computer because I was "unhappy" with the product. This is not accurate. Neither computer worked properly.

Business

Response:

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

complaint. Our records show on [redacted], **. [redacted] purchased a

[redacted] notebook with a limited 1-year manufacturer warranty.

**. [redacted] elected to pick up his notebook from our [redacted] location, and

signed acknowledging his notebook was received in good order.

After researching **. [redacted]’s complaint we found he contacted his

local Conn’s location the next day; stating the notebook was not powering

on. Due to a 24-hour failure **. [redacted]’s notebook was approved for an

exchange. **. [redacted] exchanged his notebook with the same model.

However, **. [redacted] later contacted his local Conn’s; stating the notebook

keyboard was malfunctioning. Based on the problem description we

suggested for **. [redacted] to bring his notebook in for service. **. [redacted]

refused to have a service technician assess the unit; due to **. [redacted]

refusing to have his notebook assessed we offered **. [redacted] the option to

return or exchange his notebook with a 15% restocking fee. As of 10/24/14, **. [redacted] returned his notebook with a 15% restocking of

$150.00.

At this time we are unable to honor **. [redacted]’s request to refund

his restocking fee; the notebook was set to service upon the return and there

was no problem found..

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

Customer Service Department at 1-877-358-1252.

Kind regards,

Consumer

Response:

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

The company seems to think that having a policy justifies treating customers as they treated me. Both laptops I received from Conn's had the same problem -- a keyboard to which the cursor would not respond without repeated clicking of the touchpad. I was not willing to have a new machine repaired, and thus the company charged me to return a malfunctioning computer, twice. I would hope the Revdex.com would note that this company is asking cusotmers to pay a "restocking fee" for defective devices, a practice that is surely unfair to customers.

Regards,

Review: My wife and I purchased a rocker/recliner, chair, and matching sofa about 6 months ago. The spring in the chair broke last week and there are tears in the seams of the couch. We called to have warranty fix it. The earliest date available is December 26 for them to even look at it. Then if they can't fix it on the spot it will be at least another month before it gets fixed. When we purchased the warranty, our salesman made it sound like if we had any problems it would be taken care of in days. We need it fixed sooner than December 26th. We have spoken to Conn's several times. The last time their Customer Service center hung up on my wife--she wasn't even being rude. They keep telling us that is all they can do, and shipping us to [redacted] has told us that Conn's can do more that "there are other options". [redacted] has also been rude to my wife on the phone. Conn's keeps saying that is all they can do. We went into the store. The manager emailed his supervisor, and told us he would try to get it fixed on December 5th because [redacted] was going to be in the area. Conns Customer service called and then connected us with [redacted] said they weren't going to be in that area and the manager or Conn's had no say in when it would get fixed. We called the manager to let him know what they had said, at his request. He said he hadn't heard anything from his boss, and he would let us know something on Friday or Saturday. We haven't heard back from him. We feel all we've done is deal with rude people and been sent in circles trying to get our furniture fixed. We need it fixed before Christmas. We don't need to sit around and wait until they call saying their on their way because they cannot give us even a window of time yet. We have plans on the 26th, but we were told if they didn't come on that date it would at lest be another month.Desired Settlement: 1. Get our furniture fixed quickly within a week or two by a local company not coming to [redacted] from [redacted]. We need furniture for the holidays.

or

2. Replace our furniture. It is only 6 months old. We shouldn't be dealing with broken furniture this quickly anyway. We need furniture for the holidays.

or

3. Come get the furniture and pay off what is owed, so it will not hurt our credit and we don't have to deal with a company that is rude and gives customers the run around. Then we can get furniture from somewhere else because we need furniture for the holidays.

Business

Response:

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

Our records show on 6/21/14; [redacted] purchased a [redacted]

recliner, a [redacted] sofa, and a [redacted] Beige chair and

ottoman all with a 48-month FurnitureGard Plan.

We received [redacted] complaint and found he contacted our

service department on 11/22/14 stating the springs were coming out of his

recliner and the cushion seams were coming apart on his sofa. [redacted]

service appointment was originally scheduled on 12/26/14 with US [redacted] who

currently provides service repairs on furniture purchased from Conn’s. [redacted] expressed his dissatisfaction with the date of service and requested a

sooner appointment. We were able to schedule [redacted] service appointment

with Montage on 12/09/14; who also provides service repairs for Conn’s

furniture in some regions. During the inspection, the serviceman found parts

were needed for repairs. Once we receive the necessary parts, [redacted] will be

contacted to schedule a date to complete the repairs.

We sincerely apologize for any inconvenience [redacted] experience

as a result of delay scheduling his initial service appointment.

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

Sincerely,

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: see Attached documentDesired Settlement: see Attached document

Business

Response:

Thank you for the

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

concerns and found that he returned his gas cook top and received a full refund

including the RSA totaling $974.22 which was applied towards his account. We

did confirm the $126.00 refund check entered by the sales associate was

submitted in error due to the full refund was posted on his account. Due to the

sales associate’s error and signed document Mr. Walker provided showing a

refund was offered, Conn’s has agreed to honor his request an issue a refund

check in the amount of $126.00; we ask [redacted] to please allow 7-10 business

days to process and receive.

We appreciate [redacted]

for bringing this matter to our attention and we sincerely apologize for any

inconvenience [redacted] experienced during this process.

If we may be of further

assistance, Mr. Walker may contact Customer Service at 1-877-358-1252.

Kind regards,

Review: On Nov. 16,2014, I obtained a line of credit through conn;s. I purchased a washing machine,and king size mattress with box springs. I recieved said items on Nov. 22,2014. Delivery crew put box springs and mattress on frame of my bed. I made sure the bed and washer were the brands I had selected. I signed paperwork, and drivers left. Upon retiring to my new mattress,I discovered it was not firm as I had purchased, but soft. I cannot sleep on a soft mattress,as I have lower back problems. Nov.23, delivery man called to make sure everything was to my satisfaction, I then told him no the bed was wrong, right brand wrong type. He told me that is what was on my reciept. My reciept does not say anything about being soft, or firm. I have since discovered the word "plush" is a meaning used for mattresses in the industry meaning soft. Had I known when I recieved the mattress I would of made them take it back. On Nov 24I I went back to the store and confronted my salesman, he stated there was nothing he could do, I asked for manager, not in. I called later that day spoke to a manager explained the salesman put wrong order in for delivery. He pushed issue to corporate office. They contacted me stating they would not give me an exchange because that is what was on the order. So I now have a $1500 bed that I cannot sleep on, I have been sleeping on my couch since. I donot understand why they cannot rectify this problem,I even offered to pay extra for the right bed. I am at my wits end with this,they're salesman made the mistake why do I have to pay for that mistake? All Im asking for is justice

Business

Response:

Thank you for the

opportunity to respond to Mrs. [redacted]’ complaint. Our records show on 11/16/14;

Mrs. [redacted] purchased a [redacted] mattress with a limited

manufacturer’s warranty. Mrs. [redacted]’ delivery was scheduled and received in

good order on 11/22/14.

We reviewed Mrs.

[redacted]’ complaint and found on 11/25/14; she contacted our customer helpdesk

department stating her mattress was too soft. Mrs. [redacted] stated she received

the correct brand of mattress however; it was not the firm mattress she

selected and requested an exchange. After further review and research, we

confirmed with the sales representative and store manager located in Las Vegas,

NV that mattress Mrs. [redacted] received is the correct mattress she elected to

purchase in the store. Mrs. [redacted]’ signed her contract and invoice

acknowledging her purchase with Conn’s which list the model number for the

[redacted] she received. Mrs. [redacted] was notified that

Conn’s has a No Return or Exchange Policy on mattresses unless a manufacturer’s

defect was found and deemed irrepaiable.

At this time we are

unable to honor Mrs. [redacted]’ request for an exchange on her mattress; she has

received the correct mattress that is listed on all documents Conn’s provided

her prior to receiving her mattress.

If we may be of

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

Sincerely,

Dyeisha [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10337054, and have determined that this proposed action would not resolve my complaint.

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

Regards,

I did not recieve the right mattress, have not slept on mattress, and dont accept response.

Review: I APOLINAR [redacted] WENT TO CONN ON 1/11/2015 AND BOUGHT A WASHER AND IT DID WORK SO I CALLED CONN THE NEXT DAY AND THE SAID WE HAD TO CALL SERVICE SO THEY COULD COME OUT AND CHECK IT SO WE CALL SERVICE AND THEY SAID THEY DONT SERVICE OUR AREA SO I CALLED CONN AGAIN AND [redacted] THE MANAGER KEPT SAYING WE NEED TO WAIT TILL THEY GOT THE OK FOR EXCHANGE AND WE NEVER HEARD FROM THEM AGAIN SO I KEPT CALLING THEM AND THEY TOLD ME [redacted] WAS NO LONGER THE SO THE MANGER SAID WE STILL HAD TO WAIT SO I TOLD HIM THAT I WAS GOING TO PUT THE WASHER IN MY TRUCK AND TAKE TO THEM AND LIVE IT THERE CAUSE IT DIDEN WORK AND HE TOLD ME IT WOULDEN DO ANY GOOD FOR ME TO LEAVE IT THE CAUSE HE COULD NOT DO ANY THING FOR US ANT THAT POINT AND TIME SO TILL THIS DAY HE HAS NOT CALLED US.SO MY WIFE TOLD THEM THAT IF THEY DIDEN EXCHANGE THE WASHER IN A WEEK SHE WAS GOING TO STOP MAKING PAYMENT TO CONN AND SO SHE DID AND THEY CALL FOR THEIR PAYMENT BUT NOT TO DO WITH THE WASHER. I HAVE ALL THE INFO ON THE WASHER AND THE COPY I CAN FAX IT TO WHO EVER .THANK YOUDesired Settlement: I JUST WANT EVERYONE TO KNOW WHAT CONN DOSE THE THEIR CUSTOMERS. AND I AM NOT GOING TO PAY THE BAL I HAVE WITH THEM.

Business

Response:

Thank you for the

opportunity to respond to [redacted] complaint. Our records show on

1/11/15, [redacted] purchased a [redacted] washer with a 24-month Repair

Service Agreement Plan. [redacted] elected to pickup his washer the same day

from our Conn’s located in [redacted]

After further review and

research, we have no records that [redacted] has contacted our service

department regarding any issues he is experiencing with his washer. On 5/4/15,

a service representative attempted to contact [redacted] to schedule a

service appointment however; they were unsuccessful and were unable to leave a

voice message.

Although [redacted]

washer does not meet the qualifications for an exchange at this time; he may

contact our Service Department at [redacted] to schedule an appointment to

have a service technician assess the unit.

If we may be of further

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

Kind regards,