Conns Appliance, Inc.

Review: We bought our furniture from Conns , A week before our anniversary November the 14 2013, the 8th day of November , Conns said it would be delivered the next Wednesday the 13 th of November , they called that week and said they could not be delivered untill the following friday , being very diappointed thy delivered the furniture , now since the furniture was late I have been trying to get our payment date changed , the manager of the store, [redacted] said that would not be a problem well I been tring to get the payment date changed since the 27 th day of november , I have called Conns just about an heard every story possibly anyone can imagine I still have not been able to get the date changed to the 21st of the month!!!Desired Settlement: All I would like Conns to do is change my payment due date to the 21st of the month on both the accounts ending in [redacted] and [redacted], since they were late delivering our furniture!

Business

Response:

Review: I have purcased some couches and love seat from conns and for the past year I have been trying to get the company to come and repair them because I have bought the warranty to cover all repairs. They have been to my house about 6 times and nothing has been done. I was told multiple times that they will return when parts arrive, but never receive any calls. When I call about this issue the state that they have no clue of what I am talking about and set me up a new service appointment. Recently, the have approved to replace 2 out of 3 of my couches but when I asked about the third one they state that it is fine. All three of my pieces are in the same condition, I can't even use the with out having some spring pop out and poke me or sit right on a piece of wood.During June of 2013 I have also bought a bedroom set with the extended warranty. Upon delivery of my items my head board was broken, I was told to go to call service to come and repair that issue. My mattress that was delivered had the plastic ripped open and was stained, I was also told to call service on this issue to. I called service, guy came out to inspect and was told there was nothing they can do to fix headboard because "I didn't buy warranty". And that my mattress was only covered by manufacture warranty and that it was voided because of stain on bed. There is also a huge dip on edge of mattress and I cannot sleep on it comfortably.Desired Settlement: I would like to have all three of my couches replace instead of two due to all being in same condition.For my bedroom set I would also like my headboard and mattress replaced due to condition it was delivered in and that my warranty states it shall be replaced if repairs cannot be made.

Business

Response:

Thank you for the

opportunity to respond to [redacted] complaint. Our records show on 3/**/11,

[redacted] purchased two Coach Reclining Sofas, a Coach Reclining Loveseat and 48

month Furnituregard on each item. After

reviewing [redacted] service history on his furniture we agreed to exchange the

third furniture piece on 3/**/14. [redacted] was contacted and he selected two new Sofas which were picked up on

3/**/14.

In

reference to [redacted] headboard and mattress. Our records show on 6/**/13, [redacted] purchased a King headboard,

footboard, rails, mattress, and 48-month Furnituregard on the mattress

only. On 2/*/14, [redacted] contacted us

stating the headboard was cracked down the middle and the mattress was sinking

in. A service call was set-up and upon

inspection the serviceman found the headboard was damaged beyond repairs and

the mattress had a 1 inch impression and stains. Our records do not show [redacted] contacted us

prior to 2/*/14 to report damage to his headboard or mattress. Based on the inspection report we are unable to

honor [redacted]’s request for an exchange on his bed and mattress. The type of damage found on the headboard is

not covered under the Manufacturer’s Warranty.

In regards to the

mattress, the 1 inch impression found is a normal occurrence with regular usage

and the stain voids the warranty if not reported within 15 days of occurrence. Our records do not show the stain was

reported by [redacted] it was however, found during inspection therefore not

covered.

The inspection report,

pictures and warranty information is available upon request. If we may be of further assistance, [redacted] may contact us at [redacted]

Kind regards,

Customer Relations

Review: I noticed a problem with one of the Couch cushions were flat and the chaise lounge was creaking and the cushions on the back were coming apart at the seams. I called in for warranty and they came out to look at it. Upon review the teck said he could sew it back together I said I wanted it fixed right he said he would order the parts and they would be back out to repair it latter. This couch is less then 6 months old then I get a call saying that they have ordered the cushion and will be out to repair it. I said ok and what about the top cushions they said they will not fix it. I showed them in the warranty where it states they will not fix rips or splitting. But there is a one year warranty against defective materials or workmanship witch this is clearly the case and I have not received a response from themDesired Settlement: I want this problem fixed I want a response from them this is not even 6 months old and I am having to pay for something that is worthless

Business

Response:

Review: Went into Conn's to purchase a television stand-[redacted] and a home theater stereo system on [redacted]. Sales person told me that my products would be delivered on [redacted] between 8-11 am. I received no call and waited at home all day. Went into Conn's on [redacted] to talk to [redacted]. He stated that television stand was out of stock and it would be delivered on [redacted]. It was another no show for delivery on Tuesday as promised; again I was not called to be informed of no delivery. The following day I received a call from the warehouse stating that the stand was out of stock and it would not be in until [redacted]. Today,([redacted]) a stand was delivered; however, it was badly damaged. I called to get this situation rectified and was told that I have to wait 48 to 72 hours to talk to someone because that is how they handle business. Part of my purchase was delivered but can not be installed because I don't have the stand to put in on. I have been told that the delivery truck was robbed, all products were damaged in the warehouse and other inconsistent stories. I have not been able to get a Conn's associate to clearly communicate as to why it is so difficult to deliver the television stand -[redacted] as promised and within a timely manner.Desired Settlement: I want the television stand that I purchased without it being damaged. Conn's associate should be accountable and communicate with customers efficiently and in a professional manner. I would like all delivery charges taken off of my bill. I would like a call from a Conn's associate with accurate information ASAP. An apology for the inconvenience ( I gave away I old stand and theater system expecting my new one would be in my home when promised the first time)would be nice!

Business

Response:

Review: I called the automated line for a payoff of my washer and dryer in April 2014. I verified the amount with a live person. I had got financing elsewhere to payoff before the interest started. I paid it off a few days later. Payoff shouldn't have changed since it was 0% interest. In May a circular said I still had a balance. Called again. She was going to send it somewhere. Something to do with insurance on a cash contract. This should have been part of the payof!June same thing, circular shows balance. I have talked to numerous people by now. I finally give up and call to payoff the $8.38 balance in July after receiving another circular with a balance. Then they tell me interest has been added for the contract and I owe $200 plus!!It has been sent to someone for review and I am to call back in 72 hours( Monday).I need help. Don't have much faith that they will agree on the $8.38 that I still think should have been in the payoff. The insurance was part of the financing.Desired Settlement: Paid off papers and a closed account. I would pay the $8.38 but really don't think I should since I in all fairness thought I had paid it off with their quote.The dates and figures on the following page are quesses. I am at work and don't have the contract since I paid it off.

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted] concerns regarding account #[redacted]. Mrs. [redacted] stated she paid her account in full; however, it has not

closed.

According to our records, Mrs. [redacted] signed a

30-month retail installment contract on November 21,

2013.

The contract included a 6-month no interest financing

promotion.

Mrs. [redacted] called our automated system on April 2, 2014 and

received a payoff quote of $874.51. She then called the automated system again

on April 8, 2014

and received an updated payoff quote of $878.70. Mrs.

[redacted] submitted a payment of $874.51 on April 8, 2014 after she

received the updated payoff quote of $878.70. This left a

remaining balance due on the account of $8.38.

As a one-time exception and a goodwill gesture, we will

concession the $8.38 and close the account.

Please allow 7-14 business days for the account to

close. Mrs. [redacted] will receive a close out letter

in the mail within 30 business days to retain for her

records.

Review: In late [redacted], 2014, I paid $100, (+/-) for a "service call" on an Ice Maker related issue to be repaired on my [redacted] Refrigerator with the understanding that parts and labor would be additionalThe tech came out and determined the ice maker needed to be replaced but due to the numerous repairs earlier in the day requiring all available parts on his truck the ice maker would have to be orderedI believe this was on a Wednesday and said that the part could possibly be in by Friday but if not he was going on vacation for a weekI asked if the work order would remain open and he said yesThe ice maker was working intermittently, about once a week or so, and waiting for the ordered part would not be an issueI admit I have allowed this issue to go unresolved because life sort of got in the way but thinking the issue was worsening it reminded me that he was supposed to call to install the new ice maker but had never calledAfter talking to the service department at Conns, a [redacted]) and two other service related personnel they tell me I will once again have to pay the $service callMy issue is having to pay an additional $when the first $didn't solve anythingOne of the service persons stated they had talked to the tech and he has no recollection of the conversation...., go figure! It's as if the customer's version doesn't matter and that's where my beef comes inWe have been looooongtime customers of Conns but I have spent my last dime thereI have even logged in a complaint with the [redacted] Corp., for Conns representation of that company.Desired Settlement: At this point there is no resolution for me from Conns and I do not choose to have a representative call meI am seeking independent service repairI realize Conn's is a sponsor of the Revdex.com so there may not be a resolution anyway; why bite the hand that feeds you, I get that! They are so willing to help but will charge the $service call again and that is not acceptableI have heard many complaints in years past about Conns service, or lack thereof, but until I experienced it personally I ignored the warningsThat will NOT happen againMouth-to-mouth can save you or sink you and in this case the latter applies
Business
Response:
Thank you for the opportunity to respond to [redacted]
complaintWe received [redacted] complaint and found she contacted our
service department for repair on her [redacted] refrigerator she purchased from
Conn's in On */22/14, [redacted] called for service stating the
icemaker only makes ice once a week[redacted] was advised there would be a
trip charge in the amount of $*due to the unit was no longer covered under
warranty and any additional parts and labor fees would be an out-of-pocket
expenseOur records show [redacted] service appointment was scheduled on
*/24/14; based on the technician's report he was able to clear the ice from the
icemaker, fill the tub, and reinstalled icemaker; no parts were ordered for
repairs and [redacted] was not charged for any additional services
On **/5/14, a service technician contacted [redacted] to offer
her the option to waive the trip charge and reassess her refrigerator however;
[redacted] declined service and stated that she already hired another company
to complete the repairs
We sincerely apologize for any inconvenience [redacted]
experienced during this processConn's is willing to extend [redacted] the
option to have a Conn's technician reassess her refrigerator and waive the trip
chargeIf [redacted] would like to take advantage of our offer she may
contact our service department at [redacted]
If we may be of further assistance, [redacted] may contact us at
###-###-####
Sincerely,
Consumer
Response:
[A default letter is provided here which indicates your acceptance of the business's responseIf 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 their response is skewedThe service person NEVER uninstalled the ice maker so there was no need for his report to reflect the ice maker was "re-installed"Nowhere in the report did he state that he was going to "order another ice maker" as he stated to me he wouldI did have another company repair my machine so I have resolved the issue myself and I AM DONE WITH CONN'SThe [redacted] did call and offer apologies but I felt it too little too late since I had originally asked to speak to the [redacted] when the complaint process beganApparently I was given a PERSON without authority or company concerns at the top of their priority listPlease consider this case closed! Thank you for your response[redacted]

Review: I have a huge complaint to make baout this store. To begin with the sales men at that location are misleading and dishonest basically sill tell you and do anything for a sale. The sad part about it is that there is no one to complain to because no one cares or will even attemt to resolve your issue. To begin with in 2011 my husband wanted to purchase a TV to establish credit. We went to Conns and sat with a rep that told my husband he wasnt approved for a line of credit big enough to buy the TV and convinved us to run it under both our names to start building HIS (my husband)credit. To make a long story short he ended up telling us it was under both names and only put the loan under my name not helping my husband at all and basically selling us a TV we didnt need based off of lies. I went back and was told that there was no way to undo this and I just had to continue the loan. Well I didnt learn my lesson then and went back to them to buy a Sofa set in Nov of 2013. The rep said we would be gettign a free 42inch samsung tv with our purchase and that was a misleading lie. He also applied every single insurance possible stating they were required. Furniture was delivered late and damaged and till this date March 2014 nothing has been done. They have made me lose days of work and time and dont even have the courtesy of saying they arent showing. The store is rude cust service is even worse. I am stuck with damaged furnioture that I am paying 3x the price for. I have been gettign nothing but the run around for months and noone has been able to resolve the issue. Or give me a valid explanation for the service dept standing me up numerous times. I have been lied to by every rep I speak to and my sales man just refers me to the manager that happens to never be there. I wonder how many poor people go through the same thing. One of the times I showed up at the store there was another family with the same issue. This is UNACCEPTABLE!!! I am enraged by the service provided.Desired Settlement: I want a full refund and I want the furniture replaced.I need some compensation for the time and money that I have lost due to your incompetent staff. I have been mistreated lied to and mislead. No customer should ever have to go through so much trouble to get soemthing that was delivered damaged fixed. Conns is not abiding to their contract. This is the least that you can do.

Business

Response:

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

11/22/13, Mrs. [redacted] purchased a Corinthian Red River furniture set which

consists of 3 pieces (sofa, loveseat, recliner) with a 48-month Repair Service

Agreement Plan and received a free 40” Westinghouse TV. On 12/10/13, Mrs.

[redacted] contacted us stating the recliner was torn on the bottom and the cup

holder on the loveseat was broken. A service call was scheduled for 1/9/14;

upon inspection the technician found the recliner was torn from the bottom up

and the loveseat cup holder was broken. Parts were ordered and service was

originally scheduled for 2/13/14 but later changed to 3/13/14. On 3/13/14, a

technician went to Mrs. [redacted]’ residence but stated no one was available

therefore; Mrs. [redacted]’ appointment was rescheduled for 4/10/14. Due to

service delay, Conn’s has agreed to exchange Mrs. [redacted]’ recliner and

loveseat. As of 3/31/14, Mrs. [redacted] has been contacted and advised that an

exchange has been approved.

If we may

be of further assistance, Mrs. [redacted] may

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

Kind regards,

Customer Relations

Review: I just made a major purchase with this company a few months ago. I paid off one of the last accounts with the company in full. The system turned around and charged my account twice. For a different amount. I called the company the very next day because I did not know the mistake happen until I got an email. I was told that they would refund my account immediately. Well that has not happened. I have called several times and was told many different things. I spoke to someone by email and I was told that it would be taken care again I have not received my refund. Then when I called back I was told that the check had been canceled. There was no explanation but they were going to fix it. Well today 6/26/14 I was told again the check has not been processed after I have spoken to at least 5 people. I have been doing business with this company for 5 years and the time I make a major purchase I have issues. I was told that when I took the extended warranty off my account my account the payments would go down. Then when I followed up I was told that was not going to happen. The service I have received is very unacceptable when I have been nothing but a good customer.Desired Settlement: I would like my money back. I would like someone adjuster the payment on my account to actually reflect what I financed.

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted]’s concerns regarding her accounts. Mrs. [redacted] stated she had an overpayment on account #[redacted] in the amount of $53.19, but she did not receive that refund. Mrs. [redacted] also stated she requested a refund for the property insurance and two Repair service agreements on account #[redacted], but her minimum monthly payment did not change.

According to our records, Mrs. [redacted] signed a 30-month retail installment contract on May 9, 2012 which created account #[redacted]. She submitted her minimum monthly payment on May 4, 2014 in the amount of $53.19. Mrs. [redacted] also submitted a payment for the payoff amount of $356.03 on May 4, 2014, which caused the account to be overpaid by $53.19.

In addition, Mrs. [redacted] signed a 32-month retail installment contract on April 13, 2014 which created account #[redacted]. The $53.19 over-payment from account #[redacted] was transferred to account #[redacted] on May 16, 2014. Mrs. [redacted] did not receive a refund for $53.19 because the payment was applied to account #[redacted].

Mrs. [redacted] accepted two repair service agreements totaling $259.98 when she signed the contract for account #[redacted]. She also accepted property insurance in the amount of $637.49. She requested both the insurance and the RSA’s be canceled shortly after the contract was signed. On May 2, 2014 Mrs. [redacted] received an insurance credit of $841.49. This amount included $637.49 for the property insurance and $204.00 for finance charges. On May 6, 2014, Mrs. [redacted] received an invoice credit for the RSA’s in the amount of $281.42. Again, this amount includes the $259.98 for the RSA’s and $21.44 for the finance charges.

Please note, the credits received on the account, are deducted from the total balance, but do not reduce the minimum monthly payment.

We have submitted a request for the payment of $53.19 that was credited to account $[redacted] to be deducted from that account and returned to Mrs. [redacted]. Since the original payment was paid by check, we cannot credit her checking account. Mrs. [redacted] will receive a refund check in the mail in the amount of $53.19 within 30 business days.

Review: I have a warranty with Conn's on a several appliances in my home for years. On Feb 5, 2014 my washer went out (it comes on but does not spin). I called Conn's [redacted] and they scheduled to send out a service guy out on 2/8/2014. The service guy came out, checked the machine, and stated the problem was the brain of the motor had went out. He stated that you would have to order the part and call back when the part came in. I never received a call, so I called on 2/19/2014. The 1st rep state, that she did not see where a part was ordered, placed me on hold, came back and state that she was informed that they were waiting to hear from the service guy and he was probably on vacation. I asked to speak to someone else and I was transferred to customer service rep who stated that she did not understand why the part was not ordered and I should get a call by Friday or no later than Monday. No call. I called back Tuesday and was transferred to 7 different customer service reps ([redacted]. I was on the phone from 12p to 6pm. I was finally informed that I was have a warranty under Conn's that I was with Assurants this was new to me,I had just got a warranty renewal and paid my money to Conn's. I called Assurants [redacted] and explained my situation and was told that my washer did not have a serial number and due to liabilities they could not fix the washer. I explained that my washer was replaced by Conn's a few years ago (I didn't check for a #)and they advanced me to call Conn's to see if they had records. Conn's told me that they did not know why they told me to call them because I do not have a warranty with them anymore and Assurants should tell me what the next steps I should take. I called Assurants back and they told me the only thing I could do was cancel the warranty. I asked would I get my money back and they stated IF I get anything it would be 30 days after they get a cancellation notice from me. I just want me washer fixed or replaced.Desired Settlement: I really would like my washer repaired or replaced. If my washer can not be repaired or replaced, then I would like to be refunded my monies from paying on this warranty since my last washer was replaced by Conn's. Since they delivered a washer to me without a serial number.

Business

Response:

CASE ID: [redacted]

Thanks for the opportunity to respond to Ms. [redacted]’

complaint. Our records reflect that Ms. [redacted]’ received a replacement dyer

via invoice # [redacted] on 5/14/09 with a 4 years Repair Service Agreement. The

Repair Service Agreement expired on 5/17/13. Ms. [redacted]’ then purchased

extended warranty with Assurant.

Ms. [redacted] contacted Assurant for service on 2/4/14, stating

the unit was not spinning. Assurant

dispatched our technician on 2/8/14. It was then determined that parts were

needed to complete the repairs. Assurant

holds the warranty and is therefore responsible for any claims for repairs and

services under their specifications. Conn’s Service Department serves as the

service provider in this matter.

Ms. [redacted]’ has been contacted regarding this complaint. We

have contacted Assurant on her behalf and informed that they offered Ms. [redacted]

the replacement value of her washer in check form. If she wishes to handle the

replacement another way we will happy to assist her.

No refunds are due from Conn’s at this time. Any refunds or

exchanges must be approved by Assurant.

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

us directly at [redacted]

Kind regards,

Conn’s Customer Relations

Review: We went into conns on [redacted] to buy an living room set mark the sales person showed us a leather set we had informed him that we had a cat he then informed us that the furniture gard/ insurance coverage that they provide that we will have to pay extra for per month would cover that. When went ahead and bought the furniture then when we brought it home and our cat put marks into it we called to file a insurance claim on [redacted]( which would have been within the 14 day exchange period) they came out took pictures and then denied our claim. When we went back into the store that following weekend to tell them that this was going to be an issue and that we just want to exchange the furniture for a clothe set because of the initial sale being a lie. The gm [redacted] told us he had to send the request to corporate for approval. They told us a [redacted] would be calling us back. Meanwhile the payment department was calling and harassing us for payment. We have called [redacted] 2 times a day since all of this has began and have not received a call back or a resolution.Desired Settlement: We just want to exchange the leather set for the clothe set

Consumer

Response:

This letter is to inform you that Conn's has carried out to my satisfaction the resolution it proposed for my complaint, filed on [redacted] and assigned ID [redacted]

Regards,

Review: I am filing complaint due to delivery issues , and price match was not honored . I call Conn store in Lewisville to complain that items was not delivered . I was advised to contact warehouse . I got transferred and hung up on so many times it was ridiculous . No one would call me back or even take ownership . I became so frustrated that I requested to keep items . I did want anything from CONNS. However after 5th time and rescheduling items were deliver . I then call back to warehouse and customer explaining my dissatisfaction . Explaining that I gave information that table/ server was price $989 from local competitor . Sofa and ottoman was price at $1029 . When I spoke with customer service advise we will not match the price. We are coming to get items per your request. I explain to Supervisor no worries and return my monies as well . Then female supervisor stated I see that you are making payments on time . I ask her are you it? I then informed that supervisor I would be filing a complaint . She said is there anything else . I then tried complain to Lewisville store,no one would assist me or take accountability for delays and errors and that I was very dissatisfied with the service and delivery. I also tried to reach out to my salesperson to explain the problems. Still no call back . I call spoke with manager [redacted] no assistance . I spoke customer service agents at the warehouse [redacted] I was transfers to supervisor voicemails . However if my payment does not reflect due date I received calls back to back . Which I can provide my telephone records to show that your representative's are breaking FDPCA collection practices . Now it is 2014 and no one has return my calls or my letter .Desired Settlement: Correct the prices, remove delivery fees from both account and remove my contact number from dialer system .

Business

Response:

Thank

you for the opportunity to respond to Ms. [redacted] request. Our records show on 10/10/13, Ms. [redacted]

purchased furniture with us and financed her purchase using Conn’s credit. We have been unsuccessful in our attempts to

contact Ms. [redacted] however, we will be glad to address her concerns. In order to better assist Ms. [redacted] we will

need to review the advertising that was presented for the price guarantee. If the advertisement qualifies then we will

gladly honor the price plus 10% of the difference. We sincerely apologize for the experience Ms.

[redacted] has had with us. Ms. [redacted] may fax a copy

of the advertisement to [redacted] or email us at [redacted]

If

Ms. [redacted] would like to discuss her concerns she may contact me directly at [redacted]

Sincerely,

Customer Relations Officer

Review: I been having issue with conns for at least 5 months and still trying to fix my accounts. Everything start when I try to replace my computer. I bought a computer in conns in [redacted], but the computer got broke it was an accident by me but I got the accidental warranty I was waiting to have it replace but conns didn't had it on stock at the time. The [redacted] have two options to wait for a computer or to get another merchandise. I decided to wait but I got the opportunity to move from an apartment to a house so my wife and myself decided to get a refrigerator after two months waiting. When we went to the store to get the new product( exchange) [redacted] told us that was going to be possible to do so they did all the paper work. They( conns) didn't did the right paper work and beside to have one account I have two. [redacted] the [redacted] told me that he will fix this he never did. Every time that I try to fix this situation on customer service or help desk they always came with excuses and I talked to several [redacted]s but I receive bad and negative response from them. All this is affecting my life and my credit.Desired Settlement: I want to process with legal assistance or to guide me to the right direction.

Business

Response:

Thank you for the opportunity to respond to Mr. [redacted]’s concerns regarding account [redacted] and an accidental insurance claim

on the computer that was on this account. According to our records, Mr.

[redacted] signed a 32-month installment loan contract on [redacted] for

the purchase of a computer on invoice [redacted].

In [redacted], Mr. [redacted] contacted our service

department, requested service on the computer, which was deemed unrepairable

and a replacement credit of $1599.97 was approved. Because we did not

have this particular model in stock, Mr. [redacted] was approved for a credit

to use toward another purchase. Upon review of the refrigerator purchase,

we determined that the salesperson keyed the sale as a “new” purchase instead

of using the credit from the computer claim causing another account to

open.

As of [redacted], an invoice credit of $1682.51

applied to account [redacted] and we are processing the account to close.

In addition, we are clearing the credit marks that resulted because of this

issue. Once account [redacted] is closed, Mr. [redacted] will only

have one account, which is for the refrigerator. At this time,

account [redacted] is past due and the amount in arrears is $186.74. If

Mr. [redacted] will pay $254.15 ($186.74 past due amount and $67.41 monthly

payment due on the 1st of the month) by [redacted] we will

reinstate the no-interest offer and clear the credit marks that assessed to

this account.

In the event Mr. [redacted] would like to remit this

payment, he can do so by going to [redacted]

and select the “Pay Your Bill” option to pay online or contact an agent by

calling [redacted]. There is a $3.00 fee to pay online or with a

representative. If Mr. [redacted] does not want to pay the processing

fee, he can go into any Conn’s store location to remit the payment without an

additional charge. If Mr. [redacted] has any questions, he can contact

[redacted] directly by calling ###-###-####.

We value Mr. [redacted] as a customer and sincerely apologize

for any inconvenience he experienced concerning this issue.

Review: I received a call from someone calling himself [redacted] with [redacted] on [redacted]. He said he was trying to save my account. I don't dispute my account was behind. But he told me if I could give him a post dated payment over the phone for $[redacted] it would save my account. He said they would issue a new contract and it would drop my payments from $[redacted] per month to $[redacted] per month. He said if I did not do this then they would likely not accept any future payments. Given the circumstances I agreed and gave him a post dated payment for $[redacted]. He said I would be receiving a new contract in the mail, and to sign it and mail it back in. The following week I had not seen the contract in my mail. I contacted them and they responded that the contract will be coming from corporate. I gave it another week and still nothing in my mail. I contacted them again and they said the store issues the contracts. I cannot seem to get an answer. I certainly want to keep my account. [redacted] made me a good offer to save my account yet I have seen nothing or heard anything since I spoke to [redacted]. Today is [redacted]. I did make a recording of the call with [redacted] because the way he was communicating to me I felt he was saying either I give him the payment or else. Bottom line is, are they sending me a new contract? I assume the call from [redacted] at [redacted] was legit since he had my [redacted] account number, and my online payment info. Please help. Again I did record nearly the entire call. Which includes him telling me I would be receiving the new contract in the mail.Desired Settlement: Send me the revised contract so I can sign it. I did as instructed by the [redacted] rep [redacted]., but I have yet to see the new contract.

Business

Response:

Thank you for the opportunity to

respond to [redacted] concerns regarding account #[redacted] stated he received a phone call on

[redacted] regarding a refinancing opportunity for his account; however, as

of [redacted] he had not received the contract to refinance his account.

According to our records [redacted]

signed a 36-month retail installment contract on [redacted]. On [redacted] received a phone

call regarding the past due balance on his account. At that time he was offered the option to

refinance his account, bring the account current and lower the minimum monthly

payment. [redacted] was also informed

that in order to take advantage of the refinancing option; he would need to pay

a down payment of $[redacted]

stated he would not be able to pay the down payment until [redacted] and

scheduled a postdated payment to process on [redacted].

The calculations [redacted] spoke

with the agent about on [redacted] did not include the property insurance on

the account. The refinance option was

re-calculated and the new minimum monthly payment would change to $[redacted]. Due to the recalculations, we needed to speak

with [redacted] for his consent to refinance the account. After several failed attempts, we were able

to reach [redacted] on [redacted] and he agreed to the payment recalculations. The refinance arraignments were noted and the

new contract was mailed to the address we have on file for [redacted] at that

time.

As of [redacted]

has not returned the signed contract for us to proceed with the account

refinance. Once we receive the signed

contract from [redacted], we can move forward with refinancing the account. Please note, once the contract is received,

[redacted] will need to allow 7-10 business days for the contract to be

processed and the refinance to be completed.

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.

As of [redacted] I have not received the contract. Please make note of the address to send it to. In addition we have homeowners liability insurance which covers all contents as well. Therefore I should not be charged for property insurance. There was no mention on [redacted] about adding insurance. Again my [redacted] homeowners covers ALL contents on the property.

Review: I purchased a refrigerator and received NO service for something I was charged for. $1.58 was credited to my account whereas I had to come out of pocket to pay for whereas I never received service for. I called numerous times guy came out one day I was still at work he left never came back yet I am suppose to pay for something I never received. Conn's was and has not been legit with their warranty agreement.Desired Settlement: I faxed paperwork for warranty cancellation. Credit my account and stop calling me for money they don't deserve.

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted] complaint. Our records show on 10/02/12 Mrs. [redacted] purchased a Samsung

refrigerator with a 48-month Repair Service Agreement Plan and received

delivery on 10/05/12 in good order.

We received Mrs. [redacted] compliant and found she contacted our

service department on two separate occasions stating the refrigerator was not

making ice or dispensing water.

·

On 3/25/14- Mrs. [redacted]

called for service; the technician found the filter needed to be replaced on

the refrigerator and water pressure was low. Mrs. [redacted] was informed that

this was not a mechanical issue cover by the terms and conditions of the Repair

Service Agreement and was advised to

make adjusts to water pressure and replace her filter.

·

On 9/13/14- Mrs. [redacted]

called for service; the service order was cancelled due no one was available at

Mrs. [redacted]’s residence when the technician arrived to assess unit on 9/19/14.

Mrs. [redacted] service appointment was re-scheduled twice; on 9/23/14 and

10/02/14 however, no one was available when the technician arrived on both

dates therefore the service order was cancelled.

Our

records show we received Mrs. [redacted]’s request to cancel her Repair Service

Agreement Plan. As of 10/09/14, a pro-rated credit has been applied to Mrs.

[redacted]’s account in the amount of $123.06. As listed under the terms and

condition number (5) Cancellation: “If you cancel this Agreement after thirty

(30) days of the date of this Agreement, you will receive a pro-rata refund

based on the time expired from the date of this Agreement as a percentage of

the total term of this Agreement, less a twenty-five dollar ($25) cancellation

fee or ten percent (10%) of the purchase price of this Agreement (whichever is

less), less the cost of any claims paid under this Agreement”.

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

Business

Response:

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

comments. Mrs. [redacted] elected to purchase a 48-month Repair Service

Agreement Plan with Conn’s for her refrigerator. The Repair Service Agreement

begins on the date the merchandise is received which was on 10/12/12 and ends

at the end of the term or if the policy is cancelled for any reason. Although

Mrs. [redacted] insist she has never used the Repair Service Agreement Plan, she

had coverage on her refrigerator for all necessary repairs or replacements of

covered products and product parts from 10/5/12 until she elected to cancel the

plan on 10/09/14. As previously informed, the Repair Service Agreement Plan

states, if the plan is cancelled after 30-days you will receive a pro-rated

refund based on the time expired from the date of this Agreement as a percentage

of the total term of this Agreement, less a twenty-five dollar ($25)

cancellation fee or ten percent (10%) of the purchase price of this Agreement

(whichever is less), less the cost of any claims paid under this Agreement.

Mrs. [redacted] has received a pro-rated refund in the amount of

$123.06 based on the time she had coverage on her refrigerator; no additional refund

is due to Mr. [redacted] at this time.

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

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

Regards,I have purchased two refigarators from Conn's within a 3 yr time frame and will not pay balance due. Send it to credit bureau. Dissatisfied with their service

Review: My payment was due on July 4, 2014. I went into the store and brought a tv. The sales rep, added this to my account, which meant that I had no payment for the month of July. My Payment was moved to Aug 15, 2014. The sales Rep told me I might be getting a phone call and for me to let them know that I refinance my contract. I have recd 7 phone calls, and I tell them that I refinance my contract. I was told that they were talking to their manager to stop the calls. Today, I recd another call and I told them the same thing, I ask for a manager, she told me that there no notes about this on my accounts and it would take 30 to combine my account and thats when they would stop calling.Desired Settlement: I would like a phone calls telling that it was taken care of and I would not be rec any more calls.

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted] concerns regarding her accounts. Mrs. [redacted] stated a payment was due on

account #[redacted]; however, she made an additional purchase and added it to her

account.

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

retail installment contract on July 4, 2014. This contract created account

#[redacted].

It included the remaining balance from account

#[redacted] and Mrs. [redacted] additional merchandise.

When a new contract is signed that includes an add-on

balance from a previous contract, it may take 7-10 business days to update the

information in the system.

Mrs. [redacted] received call attempts on account

#[redacted] since the minimum payment was due on July 4th and we were in the process of establishing

the new contract.

As of July 9, 2014, Account #[redacted] has been paid in full and

has a zero balance due. The first payment will be due on account #[redacted] on August 15,

2014.

Mrs. [redacted] will receive a close out letter for account

#[redacted] within 30 days of the account closing to retain for her

records.

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

any inconvenience she experience due to this matter.

Business

Response:

Review: Conn's was told that we have medical issues and need adjustable beds that individually worked and to fit our [redacted] bedstead that has a wood headboard, footboard and siderails. There was confusion on the saleswomans part when she took it to her manager and he told her how to write the product up. She quoted us the price of $[redacted] and we were extastic since it was a bit less than what [redacted] had quoted us previous to going to Conns. That is ther reason we bought from them, than [redacted]. We did not get delivery when promised because one of the mattresses came in damaged but were never told about the real issue we later had when delivered. When it came approximately 1-2 weeks later, we had removed our mattresses and stored them. The delivery guy explained to me there was an adjustable base missing that all he had was one XL Twin adjustable base and two XL Twin mattresses. Before I would let them unpack them I called the store and the sales person was in a meeting and could not be disturbed, is what I was told. The delivery man said to allow them to set up what they had and maybe she would call by the time they were through. They were just moving to pull out of my driveway when she called and I tapped on the side of the truck. The driver stopped and the sales person said I should refuse the whole order, the driver just waved at me and drove off. She called me the next day and convinced me to come in and sign another contract to get the other piece and would write a credit for the error. I called several times to see when the credit was coming and got blew off and decided I needed to go by the store. I was put off again and said it was going to be put in the mail. Never came. I went by in 2 more weeks, and low and behold, the sales person no longer worked for Conns and the manager that approved the transaction to straighten the mess out, no longer worked in THAT store. I could not find out if he still worked for Conns. The mgr there said I would have to call Corporate. I did, no resolution.Desired Settlement: As agreed by the sales person and that manager that approved it for the first contract or take all of it back for full refund.

Business

Response:

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

[redacted]’s complaint. Our records show on [redacted] purchased

two [redacted] twin XL mattress, a [redacted] adjustable base and

received a free 32” [redacted] with her qualified purchased. [redacted] products

was delivered and received in good order on [redacted].

After researching [redacted]’s complaint, we

found the second adjustable base was not added to her original invoice/contract. Due to the error [redacted] was contacted

and informed she would need return to the store in order for the representative

to manually add the second adjustable base on her contract. Our records show on

[redacted] signed a new invoice and contract acknowledging she was

aware of the additional item and price of the adjustable base that was manually

added to her contract; we have no record that [redacted] was offered any

additional compensation towards the purchase. We show [redacted] new

adjustable base was delivered and received in good order on [redacted].

At this time we are unable to honor [redacted]’s

request; [redacted] signed a new contract and invoice which provides

details regarding total amount that would be added to her new contract.

We have included a copy of [redacted]’s amended

contract and invoice with our response.

If we may be of further assistance, [redacted]

may contact customer service at [redacted].

Review: I purcahsed a lawnmower and I have a warranty. the warranty said they would replace the mower if it had to go to service 3 times in a 3 month time period I have taken the mower to them six times and they refuse to replace the mower. and I cannot speak to anyone that can be a help like a manager or district manager. the service repair called and left a msg. telling me to run the mower out of gas every time I use it to stop the problem. REALLY!!!!Desired Settlement: A New Lawnmower as promised or a refund !!!

Business

Response:

Review: I purchased a macbook computer from conns on Jan**,2012.I had some issues with the computer. I contacted apple support . [redacted] support informed me the computer was a 2012 , it is now 2014 and someone else was the registered owner which means it was used. I went to return the misrepresented product and was told I had to get the same product ,which.would be a 2012. I wanted to select another product.I was told if I did select the same item I would be charged a restocking fee.I should not be charged a restocking fee for a product conns misrepresented.Desired Settlement: I would like Conn's to take the product back and not charege me a restocking fee.

Business

Response:

Thank

you for the opportunity to respond to [redacted] complaint. Our records show on 1/**/14, [redacted] purchased

a Macbook Pro with us and 37- month Repair Service Agreement with Accidental

Coverage. We have researched [redacted]

complaint and confirmed during our initial investigation that [redacted]

computer had not been previously purchased through Conn’s. We have contacted the vendor to further

investigation the matter. Meanwhile,

Conn’s has agreed to offer [redacted] the option to Return or Exchange her

macbook without a restocking fee. [redacted] may visit our nearest Conn’s to return or exchange. We sincerely apologize to [redacted] for her

experience with regarding her purchase with us.

If

we may be of further assistance, [redacted] may contact me directly at [redacted]

Sincerely,

Customer Relations Officer

Review: On 2 March, I purchased a bed frame and mattress set from Conn's in Shreveport. The bed was scheduled to be delivered on 4 March. The delivery team called to reschedule delivery for the following day due to issues. The next day I never received a call, nor did anyone show up. I called that next Thursday and eventually the items were delivered on 6 March, after me waiting for them several days in a row. The delivery team did not set up the bed as was agreed. They told me they did not show an order for set up- just delivery and there was no hardware included with the bed frame so I was unable to set the bed up on my own if I had the ability to do so (the bed is too heavy for me to manage alone). I called again, spoke with a manager and was told that they should have set the bed up for me and that they would send someone out to set up the bed for me. I have placed several calls to the store and the 1-800 Customer Service number to Conn's and I have yet to get anyone to call me back, and I still have a bed that is sitting on the floor, unable to use and it has been well over a month. I am highly disappointed with the level and lack of service that I have received from Conn's.Desired Settlement: I am highly upset with the way this issue has yet to be resolved. I would like to be refunded some of the money that I have paid on this piece of furniture that cannot be used as well as the amount of time I have spent in frustration in an attempt to get these issues resolved. If Conn's is unwilling to supply the hardware necessary and set up the furniture I would like to have the furniture returned to them completely so that I may go elsewhere and purchase a usable bed elsewhere.

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted] complaint. Our records show on 3/02/14, Mrs. [redacted] purchased an

Alexandria queen bedroom set which was delivered on 3/05/14. Although we

were unable to reach Mrs. [redacted] today, we did contact the delivery manager who

informed us that on the day of delivery Mrs. [redacted] stated she would set-up the

bedroom furniture herself. The following day, Mrs. [redacted] contacted the delivery

department stating she was missing hardware and could not complete set-up on

her own; Mrs. [redacted] was advised that delivery would come out and complete

set-up. Our system records show a delivery ticket was created and we

attempted to contact Mrs. [redacted] on 3/08/14, 3/10/14, 3/11/14, and 3/13/14 however, delivery was unable to reach her. Therefore, the ticket was cancelled. We

will be glad to assist Mrs. [redacted] and resolve her issue. Mrs. [redacted]

will need to contact delivery at [redacted] to schedule an appointment on a day

that is convenient for her if she still needs her bedroom set assembled.

Kind regards,

Consumer

Response:

This letter is to inform you that Conn's has carried out to my satisfaction the resolution it proposed for my complaint, filed on 4/14/2014 12:01:30 PM and assigned ID [redacted]

Regards,

Review: I purchased a laptop on [redacted] took it home and could not get the DVD player to play. The display model did have a working DVD player. I Took it back to the store the next day spoke with the manager (of the Dept.) She attempted to resolve the issues by having me purchase additional software to allow system to play DVD's and tested two Movie DVDs and she was unable to resolve the issues after several hours of trying. I then Return the laptop on [redacted] and was charge 94.49 for a restock fee. I felt this was wrong since we could not get it to play DVDs. I felt this was some sore of defect with item. And since it was not working as the display that the restock fee should have been waive.Desired Settlement: I would like my money refunded.

Consumer

Response:

Please provide the company information for which you wish to file a complaint.