Conns Appliance, Inc.

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: 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 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 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 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: 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: 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 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 completed a voluntary return to the conns location at [redacted] on 12/*/2013 due to a service issue. I contacted the conns customer service line ad was told by one of the reps. that I need take product back and have inspected by the Store manager and ask for a voluntary return form. They also told me to ensure that I have the store manager fax paperwork over to the corporate office and they would reconcile y account. The store manager told be that I would have a small remaining balance of 100.00 are less and I told him ok. I took pictures of the product to verify the state of the return conditions to ensure that conns did not get over on me. Needless to say 48 days later I am still receiving harassing calls from conns daily stating that I owe them 704 dollars for product that I have not had. They also asked me to go back into the store and get a copy of the ROM because they cannot get it from the store manager. This is not my job and Conns should be held accountable for there poor customer service and actions. I am furious and would like to file a complaint against conns. They have also reported late payments statuses to the credit reporting agency.Desired Settlement: I would like Conns to settle out my account within the next 5days and also pay me for the harassing phone calls and for my time of having to run around to get paperwork due to them saying that they cannot get report from one of there stores.

Business

Response:

Review: I requested that my payment date be after the 21st of the month closer to the 25th, because of how I am paid. the sale man did not do my request.

Because the due date I thought I had and the one the sales man arranged are different, I lost the cash value option of the merchandise that I purchased. I even requested several times for the sales man to cancel the contract of the smart tv that I purchased but did not pickup/receive for about the first month. In fact the sales man brought it to my house, I guess because he realized that I did not want it. I convinced myself that because it would be 1 year same as cash, which I heard so many time from Conn's, I truly believed that this was the case!!!! I was not told what cancels this feature, and I was made to believe that the down payment was the same as the first payment on the merchandise. I found out that all of this was not true: The due date I requested is not in effect; this has caused a late payment which is the feature that cancels the 1 year pay as cash. I would HAVE NOT IN MY RIGHT MIND PURCHASED THIS MERCHANDISE WITH 21+% credit. Absolutely no way! Plus the $3,000 loan amount is staying on my credit despite the current payoff being $1900. which includes interest. The "loan amount" is at $3,000 and is as if I am not paying on the merchandise and hurting my credit. The only Conn's lives up to is their name. They really are a true "Conn" game as is their sales people. I believe the sales man makes a greater commission on the loan amount and not on the cash value payoff in one year. On top of every thing customer service tells me different things.. I was told I was reinstated to a cash value 1 year payout, but each time I call back, I find out that it is not so. Also, I have stated many time about my due date not being when I wanted it and after 10 call to Conn's, I just am finding out that I could request a change to this. Customer service acts like they are helping you but it is being in a spin cycle. The same garbage in then same garbage out, just with a pleasant voice on the other side saying set statements and "I am sorry you feel this way, Mam. They send thing to s review" committee' but it is predictably denied. Of course, why would they give up 21% interest on their items. I feel like I am paying double for these two items. I feel conned and taken advantage of. I am not a technology geek or must have the latest gear type of person. In fact I did not have a TV for about 4 years before the purchase. Plus I have a laptop computer that I was managing everything with and did not need a desk computer. I though I was getting a good a fair deal the way the sales man told me, and what he told me and did not indicate any problems. I think he liked that I could get a pretty good level of credit, with Conn's....but really is a high interest loan at an undisclosed %tage, and did not ask becuase I was paying a year without interst!!!!! Do I have any rights hear? At this point I would like my status changed to what I was told and sold, I want my due date I was told. or I would like to take bake the merchandise and get back all my money.Desired Settlement: I want back any interest charged and want what I was told, not interest for 1 year. I want my due date when originally requested. I I cannot have what I was told and sold then Conn's can take back the merchandise and I can go back to being whole again with no TV, and not desk computer. Just a lap top and my books.

Business

Response:

Review: I bought a washer and dryer on 03-08-2014, the dryer broke down the first week they sent someone to fix it on 03-19-2014 he couldn't fix it he requested to get some pieces they didn't place the order until 03-26-14 all this time I been calling to request to exchange they refused, they have been transferring me from one line to another. They sent someone to my house again on 04-04-2014 he couldn't repair the dryer I called them back they said that they didn't have any information I asked to exchange the dryer again they refused now they said that they will be able t sent someone again on 04-09-2014, all that for a dryer that I had for less than 30 days, I went to the store to make a payment they said that I have to pay for the account even if the dryer wasn't working.Desired Settlement: I got the dryer because I need it and like it, they have to work with their customer to the customer with them. and if the equipment is less than 30 days old they should replace it why anyone have to pay for something that isn't working.

Business

Response:

Thank you for the opportunity

to respond to Ms. [redacted]’s complaint. Our

records show Ms. [redacted] purchased a LG washer and dryer with us on 3/8/14. Ms. [redacted] contacted us on 3/18/14 stating the

dryer was not producing enough heat. A

service call was set-up and upon inspection the technician found the sensor and

thermister, and thermostat assembly needed to be replaced. After researching Ms. [redacted]’s complaint we

found there was a delay ordering and obtaining the parts in a timely

manner. Once all parts were received Ms.

[redacted] was contacted and the repair appointment was scheduled for 4/9/14. Our records show Ms. [redacted]’s dryer has been

successful repaired.

We sincerely apologize to Ms. [redacted]

for the experience she had with us. We

appreciate her for bringing it to our attention to ensure it is not

repeated. As a token of our appreciation

and for the inconvenience Conn’s has processed a credit of $50.00 to Ms. [redacted]’s

Conn’s account. If we may be of further assistance, Ms. [redacted]

may contact us at [redacted]

Kind regards,

Customer

Relations

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 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 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: To Whom It May Concern,I am writing this email to voice my extreme frustration and disappointment in Conn's customer service and follow through to resolution. I opened my account with Conn's in August of 2013, I have paid my monthly bills on time even paying more than required.. Within just a couple months my entire furniture set has to be replaced due to a manufacturer defects. The furniture could not be replaced with the same model since it had been discontinued. It makes me wonder if Conns was aware of the issues with the specific living room set but choose to ignore the defects and sell the set any way. In no way was I compensated for the defective furniture, time spent trying to resolve the issue, multiple trips to a store to pick out new furniture, the cost difference between the replacement set and the one initially purchased and multiple instances that I had to take off from work to wait for delivery and maintenance personnel. I was the customer caught in the middle, I was caught between your store and your customer service line, it was left up to me to figure out how an exchange could be done swapping from the defective set to a new set due to the number of pieces and being told that it was systematically impossible even though the new set cost less than the defective set. I was very specific with your personnel after visiting the store multiple times that I did not want to have my furniture delivered in multiple trips. I wanted it all scheduled on 1 day so that I only has to take one day off from work. At this point I had already missed multiple hours at work in an effort to resolve the issues I was having with the living room furniture. To my great disappointment your delivery personnel showed up at my house and did not have all four pieces explaining to me that some pieces were out of stock on backorder and that I would have to wait and once available delivery would be scheduled causing me to miss more time at work!This brings us to today. I have been very disappointed with the quality of furniture that I have received from Conns even more disappointed in the customer service that I have received. I called at the beginning of July and informed Conns that my second living room set showed signs of defect, an appointment was scheduled for a service technician to come out today 3 weeks later between the hours of 1-3. So here I am waiting for your technician taking time off from work once again waiting on Conns. I missed a call from your service department at 12:56pm I returned that call at 1:05pm I was informed that the technician was unable to find my house and would need to reschedule. I am dumbfounded as to how my home could not be found when Conns delivery and service department had been to my home at least 5 times in the past. The service department informed me that the technician could no longer come to home today and would need to reschedule only after 9 minutes! I called back in 9 minutes. So here I am another day with defective furniture, another day waiting for Conns, another day of missing time and pay from my Job the job that I need to pay Conns on a monthly basis. Let me interject this point. Dont let me be late by one day not one day Conns will call me 5-10 times per day looking for a payment being border line harassing with your collection practices. I AM OVERPAYING FOR A PRODUCT THAT I HAVE NOT RECEIVED!! I need my billing, service and product issues addressed ASAP. 1.Defective furniture 2.Multiple delivery dates set up after being told not to3.Multiple trips to the store to resolve issues with defective furniture4.Overpaying for a product that I have still not received5.Harassing phone calls6.Missed service appointments7.Loss of use of my furniture8.Missed time away from work.Very frustrated and disappointed Conns customer.Desired Settlement: I would like to be compensated for the time spent trying to resolve this issue. I would like to be given a credit for the price difference in the furniture I paid for in August 2013 and the furniture received as a warranty exchange for the defective furniture. I would like to be compensated for the multiple missed and required delivery/service appointment that resulted in me missing time away from work through no fault of my own but due to the sub-par service provided by Conn's.

Business

Response:

Thank you for the opportunity to respond to Mrs.

Armstong’s complaint. Our records show on

8/5/13, Mrs. [redacted] purchased a Franklin Parsons furniture set which consist

of three pieces (sofa, loverseat, and recliner) with a 1-year limited

manufacturer’s warranty. On 12/6/13, Mrs. [redacted] contacted us stating the

recliner seat cushions had lumps and material is bunching together. A service

call was scheduled for 12/17/13; upon inspection the technician found the seat

cushions were bunched up and looked mis-shaped on all three furniture pieces

therefore, Mrs. [redacted] was approved for an in-store credit amount of

$2499.97 to reselect all three pieces of furniture. Mrs. [redacted] reselected

the Jackson Brantley furniture set for $2404.97 which consisted of three piece

(sofa, loveseat, and chair) and received delivery in good order for the sofa

and loveseat on 12/28/13 however; due to the chair not being available for

immediate delivery, Mrs. [redacted] received the chair in good order on 1/9/14. Our

records show on 1/10/14, a credit of $102.83 was applied to Mrs. [redacted]’s

account for the price difference of the furniture she re-selected and on

2/10/14; a credit of $50 was applied to her account due to delivery delay.

On 6/16/14, Mrs. [redacted] contacted us stating

something was sticking out of the back of the sofa. Our records show we

attempted to contact Mrs. [redacted] on several occasion to schedule an

appointment however, we were unsuccessful in our attempts which caused Mrs.

[redacted]’s appointment to be delayed until 7/16/14. On 7/16/14, Mrs. [redacted]

was contacted by the service technician to verify address because he was unable

to locate her home however; he was unsuccessful contacting Mrs. [redacted] at

the number provided therefore she was notified the service appointment would be

rescheduled for 7/30/14. At this time we are unable to honor Mrs. [redacted]’s

request for additional compensation; no additional credit is due.

If we may

be of further assistance, Mrs. [redacted] may contact Customer

Service 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: I ordered furniture which arrive damaged and defective. I called the store 15 days in a row leaving messages for a manager. Went back into the store discussed the issue with my salesperson who offered to have order picked up or exchange for an alternate selection however new item was out of stock. Scheduled an appointment 2X with their repair department. Both times someone came out and concluded that the furniture was " defective and unrepairable" Still waiting for furniture to be picked up. After called this company every day for more than a month I am convinced that they are a total scam. Unfortunately now I read the thousands of complaints online after the fact. BUYER BEWARE !!! All they do is transfer you back and forth to many different departments with no knowledge of each others conversations. This is more than bad customer service, this is trained deceptive practices.Desired Settlement: At this point I would just like the store to come pick up all items from original delivery and process a refund.

Business

Response:

Thank you for the opportunity to respond to Mr. [redacted] complaint. Our records show on 8/23/14, Mr. [redacted] purchased the United Soho

Espresso sectional set which consist of three pieces (left sofa, right chaise

and ottoman) with a 1-year limited manufacturer’s warranty. Mr. [redacted] was

scheduled and received delivery on 8/29/14 in good order.

We received Mr. [redacted]’ complaint and found he contacted our

customer helpdesk department on 9/9/14 stating he was not satisfied with the

furniture set. Mr. [redacted] was educated the he could only exchange the furniture

set within 14 days from the date of purchase with a $129.00 exchange fee. Our record

show on 9/18/14, Mr. [redacted] contacted our service department stating the

cushions were sinking in on the left sofa and right chaise. A serviceman was

scheduled on 9/27/14; upon inspection the serviceman found the complaint was

regarding the difference in the way the cushions felt; the left sectional piece

was softer than the right. On 10/06/14, a service claim representative

contacted Mr. [redacted] and informed him that based on the serviceman findings

there were no defects found with the furniture; the firmness of the sectional

set is a preference that is not guaranteed by the terms and condition of the

manufacturer’s warranty.

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

return the furniture set for a refund; as of 9/12/14 he has exceeded the time

frame to exchange his furniture set. Based on the serviceman’s finding during

inspection, there was no defect found with the sectional set.

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

1-877-358-1252.

Business

Response:

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

comments. Our records show only one service appointment was with our service

department on 9/27/14. Based on the serviceman’s findings, Mr. [redacted] complaint was regarding the difference in the way the cushions felt; the left

sectional piece was softer than the right, no manufacturer’s defect were found.

The serviceman noted the unit was non-repairable due to issues with comfort cannot

be repaired and is a preference that is not guaranteed by the terms and

condition of the manufacturer’s warranty. At this time we are unable to honor

Mr. [redacted] request to return his furniture set for a refund however; Conn’s

is willing to extend Mr. [redacted] the option the exchange his furniture set

with a $129.00 exchange fee.

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

It's obvious, yet not surprising, to see that this company is willing to lie to cover their scam and lack of customer service. All I know is that two individuals were in my home verbally stating that the couch was visibly and physically defective and unrepairable. Not to mention the delivery person pointing out the defect upon delivery !! Store Manager [redacted] stated to me more than once that when the report comes back unrepairable he will have someone pick up the furniture for a refund. I even had the delivery department call to schedule this pickup and then was asked if he could call me back but never did. When I was first willing to exchange for a completely different set due to the fact that the delivery guy and the sales person disclosed that there have been issues with this particular set I went down to the store and selected the exchange. I was then told that the new set was on backorder by [redacted]. This was when I was informed by customer service that they wanted to charge me a $129.00 exchange fee. I explained that I should not be paying this fee when the furniture arrived defective. I was referred back to the store manger and received the daily runaround as detailed in my previous report. I have made 37 phone calls in attempt to resolve this matter with the most horrendous results. As a matter of fact the first time I have ever received any type of professional communication was after I filed my report with the Revdex.com which is very telling! I have zero confidence in Conns as a company not to mention the quality of what they sell. I just want them to pick up their defective furniture set which is sitting here with tags still on it and give me the refund I was promised numerous times.

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.

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: [redacted] Conns Credit Corp

P.O. BOX 2358

Beaumont, TX 77704

02/02/2015

To Whom This May Concern,

There Is An Unauthorized Credit Inquiry by Your Company on my Credit Reports

While checking my personal credit report, which I acquired from Equifax, I noticed an inquiry made by your company.

I did not authorize anyone employed by your company to make an inquiry and view my credit report. You have violated the Fair Credit Reporting Act Section 1681b(c). You are not legally entitled to make the inquiry. This is a serious breach of my privacy rights.

I request that you either mail me a copy of my signed authorization form that gave you the right to view my credit within five (5) business days so that I can verify its validity. Mail it to the address listed above.

If you can not provide me with proof that I authorized you to view my credit report then I am demanding that you contact the credit bureaus immediately and have them remove the unauthorized hard inquiry immediately.

Please send me a written confirmation that you have complied with my requests.

Your failure to comply with my requests within five (5) business days will be my evidence used in Federal Court of your willful noncompliance [ 15 U.S.C. § 1681n ] and I will be seeking statutory damages, punitive damages and the cost of the action and reasonable attorney fees.

Sincerely,

[redacted]Desired Settlement: Remove unauthorized inquiry

Business

Response:

Thank you for

the opportunity to respond to [redacted]’ concerns regarding a credit inquiry.

We ask that

[redacted] fax a copy of her full credit report so we may research her concerns

further.

She may fax

the credit report to [redacted] for further review. [redacted] will receive a response to our

research by mail within 30 business days of receiving her credit report.

We appreciate

[redacted] bringing her concerns to our attention. If she has any additional questions or

concerns she may call our customer service department at [redacted].Thank you,[redacted]