Conns Appliance, Inc.

Review: We bought a microwave, along with a fridge, dishwasher, and range on 2/14. It started arcing and sparking shortly afterward. We've had 3 technicians (2 from Conn's-Mr Germany and Mitchell) and one from LG come look at our microwave and all 3 technicians immediately suggested it be replaced. The LG tech's supervisor told the tech that was at my house on speaker phone that he should tell me to just throw the metal rack on the BBQ grill and not use it. My microwave has attempted to catch fire a few times and has several holes in it but Conn's is saying LG should replace it and LG is ignoring my email requests for replacement. I'm afraid my new $600 microwave is going to burn my house down and I can't get a replacement or any help with repairs from Conn's, who've always been helpful with past purchases. Please help!Desired Settlement: I'd like my microwave that is all burned up inside to be replaced.

Business

Response:

Thank you for the opportunity to respond Mr. [redacted] complaint. Our records show 2/13/14, Mr. [redacted] purchased an LG OTR microwave with a limited 1-year manufacturer warranty from us. Our records indicate Mr. [redacted] was schedule for delivery and received his items on 2/14/14 in good order. Our records show on 4/10/14, Mr. [redacted] contacted us regarding his microwave; stating the microwave is sparking when it is in use. A service call was set-up on 4/17/14; during the inspection the serviceman found parts were needed to be ordered to complete the service repair. On 4/25/14, Mr. [redacted]’s service order was cancelled at his request; Mr. [redacted] stated he contacted the manufacturer and request a replacement and declined to have additional service on his microwave. On 4/30/14, Mr. [redacted] contacted us stating his microwave was sparking when in use and had burn damage on the inside. Mr. [redacted] information was sent to the manufacturer for a service review for a possible exchange. On 5/27/14, an exchange was approved for Mr. [redacted] to replace his microwave. As of 5/28/14, Mr. [redacted] has elected a new microwave and is scheduled for delivery on 5/30/14. Conn’s would like to apologize to Mr. [redacted] for the experience he had and for any inconvenience caused as a result of the delay.

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

Kind regards,

Review: I purchased a table and chairs in April 2013. I noticed cracks around the edge of the table that are increasing daily. I have continuously called Customer Service, Service, the store in Hurst,Texas (where I purchased it)and the Corporate office and no one has helped me and no one will call me back. I have been calling for months. This is clearly a manufacturers defect and its under manufacturers warrant for one year. I contacted the manufacturer and sent pictures and was told they couldnt deal with me that I'd have to go through Conn's - Conn's tells me I have to go through the manufacturer and neither can contact the other. I stopped paying the payments on the table until I get this resolved yet I continue to get phone calls from collections. I want this resolved.Desired Settlement: I either want a replacement with a guarantee I wont have this same problem again or a refund in full.

Business

Response:

Thank you for the opportunity to respond to Mrs.

[redacted]’ complaint. Our records show on

3/14/13, Mrs. [redacted] purchased a Steve Silver Hamlyn dining room set which

consist of a table and 4 chairs with a limited manufacturer’s warranty totaling

$703.61. On 12/30/13, Mrs. [redacted] contacted us stating her tabletop was coming

apart. Mrs. [redacted] was informed that she only had manufacturer’s warranty and

the reported problem was not covered. As a good will gesture Conn’s has agreed

to schedule a service appointment to have a technician come and assess the

reported damage(s). We contacted Mrs. [redacted] on 3/26/14 and notified her that a

service technician will contact with the first available date. At this time we

are unable to honor Mrs. [redacted]’ request for an exchange however; we will

reevaluate her request after a technician inspects her unit.

If we may

be of further assistance to Mrs. [redacted], please contact Customer Service at 1-877-358-1252.

Kind regards,

Customer Relations

Consumer

Response:

We were told by the first person who contacted us regarding this Revdex.com complaint that we would be contacted by their Service department within 72 hours to schedule a date and time to look our table. We were not contacted for more than a week. Service finally contacted my husband last week and scheduled the appointment for this past Wednesday 4/10. My husband was not able to be there on that day due to an unforeseen doctors appointment. We called the Service Tech on the cell phone # we had for the Tech and he said he was on the road and didn't have his calendar with him but that he would call me back within a couple of hours to reschedule. I requested it be for the following Friday 4/12/14. Today is 4/14/14 and he nor anyone else at Conn's has called to reschedule.

Business

Response:

Our records show we contacted Mrs. [redacted] on

3/26/14 and notified her that a service technician will contact with the first

available date. Notes indicate the

service repair company (USQ) attempted to contact Mrs. [redacted] as follows:

3/27/14- 16:29 Left Message

3/28/14- 8:18 Left Message

3/28/14- Mr. Called and scheduled appointment for

4/9/14. Called with time frame.

4/9/14- Service call was cancel due to not at home.

Although I have been unable to confirm with whom

Mr. [redacted] spoke with, we are willing to schedule another service call as a

goodwill gesture. US Quality Furniture will

contact Mr. or Mrs. [redacted] by May 12 to schedule an appointment.

If we may

be of further assistance to Mrs. [redacted], please contact Customer Service at 1-877-358-1252.

Kind regards,

Customer Relations

Review: I bought a couch and love seat and I have found its to big for my living room and want either return it or exchange it and it has only been 6 days and they tell me I cannot exchange or return and they want me to do a voluntary repo that reflect on my credit and the payment is not due till the [redacted].Also the people that brought it out to me did not understand a word of English and then also I had bought a surround sound and they said they would have someone out the next day not knowing they dont do it unless you buy a tv from them.So the manager Bot had to come o7t and install it.I have decided I do not want this couch and love seat an would like to return with out affecting my creditAnd also they want me to pay to have it come picked up which I will not do.Desired Settlement: I would like to have a sectional couch put in its place for equal value of couch and love seat.

Business

Response:

Review: I entered into a contract with Conn's on [redacted]. My payments started that following [redacted] ([redacted]). Along with other items I purchased from Conn's, 2 (two) [redacted] ready HDTVs were also purchased. One of the two TVs does not work and has not worked since [redacted]. On [redacted], [redacted], Conn's sent out a technician ([redacted]) to my home- listed on the contract. [redacted] informed my [redacted] and I that the TV would cost more to repair since the TV had audio and no video. I was instructed by [redacted] that I would have to take this 39" TV back up to the store from which I purchased it from ([redacted] Conn's, [redacted], ([redacted]) [redacted]). The following [redacted], [redacted], I packed the TV in its original box and attempted to exchange it with another item of same cost. Problem was, Conn's had absolutely nothing in the price range of the 39" [redacted] HDTV I purchased in [redacted]. I then asked the store manager if I could just get the amount credited on my account, in which he appeased me by informing me that he would contact the Corporate Office. I spent [redacted], [redacted], and [redacted] trying to resolve the issue with Corporate's customer service by calling ([redacted]. Each customer service representative I "met" basically said the same thing: "There was no notation that I would receive a credit for the TV." In fact, I can recall a couple of representatives projecting that a credit won't be initiated. For example, the very last time I called on [redacted]5- my first attempt at 5:45pm answered by a [redacted] resulted in him hanging up on me before I had finished explaining my situation! I called back and received a more warming person, [redacted] who finally gave me a Reference Number (which I'm sure doesn't matter, because none of the representatives prior could never locate one). I have paid Conn's every month, on time- according to my payment records online and bank statements(and per [redacted]).

Product_Or_Service: 39" [redacted] Ready led HDTVDesired Settlement: DesiredSettlementID: Refund

I would like for Conn's to apply the full credit of the 39" [redacted] HDTV and the useless insurance and warranty that supposedly was mandatory for the purchase of the non working TV to my account. I realize that I received the TVs in [redacted], however due to Conn's disregard to customers' satisfaction (based on my experience and others' reviews), I have had the non-operational 39" [redacted] HDTV packed in its original box (while paying monthly for it) and stored in my garag

Business

Response:

Thank you for the

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

show on [redacted], [redacted] purchased a (2)

[redacted] 39” LED TVs with a (limited 1-year manufacturer warranty) on both units

and a [redacted] with a 36-month Repair Service Agreement.

After researching

[redacted]’s complaint we found she contacted our service department

on [redacted] regarding one of her [redacted] TVs with serial

number ([redacted]); stating the TV was not displaying a

picture. A service call was scheduled through the manufacturer; during

the inspection the technician found [redacted]’s TV was deemed

uneconomical to repair. Therefore, the manufacturer provided a Return

Authorization to exchange/replace her television. [redacted]

was issued a credit up to the original amount paid which was $297.88 to

re-select a new television because the original model was no longer available.

[redacted]’s exchange was approved through the manufacturer which

covers the replacement/exchange of the product only. As of [redacted], [redacted] has not initiated

the exchange.

Conn’s has agreed

to honor [redacted]’s request under the terms and conditions of the

warranty since a replacement model is not available. We attempted to contact [redacted]

to discuss her concerns but was unable to reach her at the time.

may bring the television into her nearest Conn’s to initiate the return.

Kind regards,

Consumer

Response:

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

[redacted] mentioned that, "As of [redacted], [redacted] has not initiated the exchange." This is not a true statement. According to my initial summary within my complaint to the Revdex.com, I tried to exchange the inoperable TV to the same store I 'purchased' it from in [redacted]. I was not able to take the inoperable TV to the store until I received a Return Authorization from Conn's, which again, was in [redacted]. It was also mentioned that "[redacted] was issued a credit up to the original amount paid which was $297.88 to reselect a new TV because the original model was no longer available." Again, in my initial summary within my complaint to the Revdex.com, I stated there was absolutely nothing in the Conn's store in that price range." This is when I asked the store manager if I could just receive the $297.88 unto my credit with Conn's ([redacted]). "This is when he appeased me by saying he would contact Conn's Corporate office." According to [redacted], "[redacted]'s exchange was approved through the manufacturer which covers the replacement/exchange of the product only" and my only question is, when? According to the customer representatives I talked to, no one ever offered this information to me. This company wants me to have this product replaced. I am not accepting an exchange/replacement that would increase my payments. I am trying to better my credit and do not appreciate the pressure of obtaining something that I know would increase my payments (and worse, my obligation). All I am asking is that Conn's credit my account with $297.88 and whatever manufacturer and product sales relationships they have with other businesses should be resolved between them without placing the customer in the middle. [[redacted] left a voicemail on my phone, [redacted], [redacted] @ 8:57 PM, to contact her at my earliest convenience. At my earliest convenience, I left [redacted] a voicemail the following day, which is today, [redacted] @ approx. 3:20 PM after navigating through few prompts and finally asking a customer representative to transfer me directly to [redacted]' extension.]

Regards,[redacted]

Business

Response:

Thank you for the

opportunity to respond to [redacted]’s additional comments. [redacted] has been contacted and

her concerns have been addressed.

If we may be of

further assistance, [redacted] may contact our Customer Service Department

at ###-###-####.

Kind regards,

Review: We have not had our television fixed for over a month. Technicians came in the first time to fix, but as they went to the vehicle to make sure they had the right equipment, they said that the panel was broken. After that the technician said because he knew we had been waiting for almost a month, he was going to go ahead and put it in for an exchange. Then I went ahead and waited a week and still nothing. The man had still not submitted the slip. Then when he finally did he put it in for a repair and not for an exchange. Then the parts where taking a long time, and I called weekly more then 2 times a week. All the people on the phone could not tell me the same thing. When I called corporate they said they did see an input of exchange, when I called the help desk and service center they said nothing was showing an exchange. They kept transferring me to corporate because supposedly they were able to escalate the exchange and corporate said NO. That a service manager could only, but the service manager chuck NEVER GOT IN CONTACT WITH ME. I went ahead and waited for the part to come in which was 4/21/2014, and they were going to get here by 11am-1pm 4/23/2014 to fix it. Instead I received a call that the panel that came in was also broken. So once again no fixture or exchange and its about to be 2 months. And i'm still paying my bill on time and paying warranty. Also I was only waiting for 1 part which was the panel to come in, but then I had to wait longer because they said their was an extra 2 parts that were not even advised to me that they were going to order that came in 4/21/2014. And even at that the part was promised to come in on the Thursday f last week. So this is just beyond ridiculous and also customer servise, because I've been hung up at a few times while on the phone and they placed me on hold. Not only that it seemed like they did not keep up with any of my complaints . because if I talked to one person one day the next day the other person would say they do not see anything.Desired Settlement: I want the exchange I was being promised the first time!! And that's it. Hope to never have to go through this issue with them again.

Business

Response:

Thank

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

show on 9/14/13,

Mrs. [redacted] purchased a 58” Toshiba and 25-month Repair Service Agreement from

us. Our records show on 3/5/14,

Mrs. [redacted] contacted us regarding her television; stating there was a blue

screen and no audio. A service call was

set-up for 3/12/14;

upon inspection the technician found the panel needed to be ordered.

After further review and research

we found there was a delay obtaining the necessary part needed to complete the

repair. Due to the repair delay Mrs. [redacted]’s television was exchanged on

4/30/14. Conn’s would like to apologize

to Mrs. [redacted] for the experience

she had and for any inconvenience caused as a result of the delay. We appreciate Mrs. [redacted] for bringing her

concerns to our attention. Her concerns

were addressed with those involved to ensure it is not repeated. As a token of our appreciation, Mrs. [redacted]

will receive a $100.00 Conn’s gift card that can be used toward her next

purchase with us.

If

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

Kind

regards,

Customer

Relations

Review: october [redacted] 2013 I purchased a Samsung French Door Refrigator with Extended warranty. As of 1/**/14 I noticed that the lettering on the front display panel is coming off. The writting for the Ice On, Ice Off lettering is coming off, the letters under Freezer, under alarm, Lighting is coming off. I only had the Refrigerator a little over 3 months. I went and brougt 3 Affresh stainless cleaner/shine to care for the product. I was told by [redacted] 1/**/14 9:53am with Samsung and then [redacted] 1/**/14 at 9:57am that the product was not covered under the warranty. I'm very upset for the simple fact that I paid over $2000. dollars for the Refrigerator and very dissatisfied. Every Appliance that I own is Stainless steel and have been taken care of for 3-11 years and never had a problem. This is the worst product I have ever purchased that could not stand up to the value amount neither the name brand. I want it taken care of or I WILL stop paying for the product and return it to conns. I have a few years invested in this product, If I'm having problems now I hated to see how this product will hold up a few years from now. The sales rep should have told me that the lettering of this display panel will rub off if you wipe the display panel with a dry towel. I didn't do any thing that would damage this product other then caring for it as I do for all my appliances, I would have looked for a different product but to be told I didn't care for the product wiping it to much it will rob off. I wipe the frigerator once a week unless the doors need wiping for prints. I just don't understand by keeping a appliance clean and take care of a refrigerator will damage the display letters on panel. The [redacted] refrigerator is not SENSOR free. So a item will get finger prints for constant touching of use. I had a refrigerdaire stainless steel Refrigetor I purchased in the year of 2000 had no problems and in 10/**/2013 I decided to replace it for a new look I wiped it clean and never had one problem it held up to its name.Desired Settlement: I'm not asking for any money back I just want them to replace the probuct at the same value but a different product with a different display that's not going to wipe off. I was just looking for a Samsung built in microwave and Dishwasher to match my Refrigerator but I will wait.

Business

Response:

From: [redacted]

Sent: Thursday, February [redacted] 2014 3:42 PM

Subject: Re: Revdex.com of Houston and South Texas- Complaint regarding Your

Business #[redacted]

Thank you for the opportunity to respond to [redacted] complaint. Our records show on 10/**/13, **. [redacted] purchased a

Sa**ung French door refrigerator and 48-month repair service agreement.

We have reviewed **. [redacted] complaint and found the problem she described is

cosmetic and not covered by the repair service agreement or manufacturer’s

warranty. Therefore, we are unable to honor her request for an

exchange. We have however, contacted the manufacture and they have agreed

to replace the door panel. Once the door panel has been received Conn’s

will contact **. [redacted] to install at no charge.

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

contact me directly at [redacted]

Sincerely,

Customer Relations Officer

Review: After many calls to the store, corporate office,and even a letter to the president of the company, Conn's continues to ignore my plea to solve a problem with the honoring of a warranty. At the time of purchase, we were encouraged to purchase a warranty and was told that if anything happened to the recliner, we would be covered. When the leather on the recliner began to crack less than 2 years into the warranty, Conn's sent someone out to look at it. The person that came said that yes, it needed to be replaced, and that she would order the part. Two weeks later, we got a call from the company stating that the cracks were from normal wear and tear and they would not honor the warranty. Whoever made the final decision not to honor the warranty hadn't even seen the chair. Why would they send someone out to look at the chair and when she told them it needed to be replaced, they decided not to? I suggested to Conn's that there could be a possibility that the chair was defective in some way, but they refused to check into that very real possibility. It appears that Conn's blames their customer rather than do what was promised to me from the very beginning - "if anything happens to your recliner, you will be covered". I feel misled by the company. The salesman assured me that the warranty was the best way to protect my $400 investment, so I purchased the warranty, yet, after it was all said and done, my warranty was not honored by the company. Conn's salesmen are promising protection to their customers, taking their warranty money, yet Conn's apparently has no intention to honor that protection.Desired Settlement: I would like for Conn's to replace the top section of the recliner, which was the recommendation from the person Conn's sent to my home to look at the recliner.

Business

Response:

Thank you for the opportunity to

respond to Mrs. [redacted] complaint. Our records show that Mrs. [redacted]

purchased a Tahoe Recliner from us on 3/22/11 , with a 48 month Furniture Guard Plan. Mrs. [redacted]

placed one service call with us on 8/3/13 and it was completed on 8/23/13. Mrs. [redacted]'s service complaint

was that the headrest was splitting apart. On 8/20/13 the service order

was cancelled due to us not being able to reach her. On 8/23/13 a voice message was left for Mrs. [redacted] advising that

the headrest is bubbling due to the hair and body oils overtime and daily usage

and terms and conditions do not cover cracking, peeling and or bubbling. We

spoke to Mrs. [redacted] on 5/6/14 and explained to

her the terms and conditions and why it is not covered. After further review it appears the cracking

and peeling was in the beginning stages when reported. It is not cost effective to repair the

recliner therefore, Conn’s has agreed to honor Mrs. [redacted]s request for an exchange. An in store credit has been approved and Mrs.

[redacted] may visit her nearest Conn’s to reselect a new recliner. We sincerely apologize to Mrs. [redacted] for

the experience that she has had with her recliner.

If Mrs. [redacted] has any other

questions or concerns she may contact customer service at [redacted]

Kind Regards,

Consumer

Response:

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

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: On May 11,2014 I contacted Conn'd that my smart tv was broken and to file a claim against the protection plan. I was told someone would contact me within 72 hours. That came and went and turned into 3 weeks of me calling only to find out that it was no technician in my area. I waited another 2 weeks for a 5 digit approval code to return the TV for credit towards an account I opened to replace the TV. Only to take the damaged TV and Beats bundle back to the store where I was told the only way to leave the damaged merchandise was to sign a volunatry release of merchandise invoice where the manager assured me that it would be taken care of only to find out a month later I should not have signed it and am now responsible for over 1400.00 in merchandise.Desired Settlement: Credit to my account.

Business

Response:

Thank you

for the opportunity to respond to Ms. [redacted] complaint. Our records reflect

that Ms. [redacted] purchased a television with a 49-month Repair Service Agreement

on 2/2/14 via invoice #[redacted]. Ms. [redacted] contacted our service department on

5/11/14 stating that her son broke the screen. The replacement authorization

request was submitted to the manufacturer. Ms. [redacted] purchased another

television on 5/12/14 with invoice #[redacted]. The exchange was approved on

5/23/14. On 7/24/14 we received a call from Ms. [redacted] requesting the exchange

credit be applied to her account. The exchange credit of $865.99 was submitted

on 7/24/14 and posted to the account on 7/28/14.

If we may be of further

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

Kind regards,

Consumer

Response:

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

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

Regards,

From: [redacted]

Sent: Wednesday, August 20, 2014 5:12 PM

To: drteam

Subject: Conn's

In regards to the credit for the television which I gladly appreciate there is still an issue with the Beats bundle tablet that has been at the store since June 26th, 2014. I have been given a ticket number for service and have had that number for more than 3 weeks almost a month and still no one seems to know where the ticket is or that the ticket was not crated and to expect a call from Conn’s and I have not received a call for the broken merchandise just collection calls for something that has been broken for almost four months. Then I owe over $1,000.00 for a purchase between $219 and $299.00 I am not sure. They had revoked the no interest for six months and this is going towards my credit. I am not pleased at all with Conn’s as this issue has been ongoing since May 2014.

Sent from Windows Mail

Business

Response:

We

have researched Ms. [redacted] additional concerns regarding the Beats Bundle

that was purchased with us. Our records

show on 2/2/14, Ms. [redacted] purchased the bundle which came with a 12 month manufacturer’s

warranty. Our records do not show Ms.

[redacted] contacted us regarding her tablet not working properly prior to 6/27/14. We found Ms. [redacted] did visit the store on

6/27/14, stating her tablet was not holding charge. Although Ms. [redacted] only has a manufacturer’s

warranty we offered to send the tablet in for service however, she

refused. Ms. [redacted] was aware of our

Return and Exchange policy and decided to Voluntary Release the

merchandise. Once the voluntary release process has been

completed the residual balance will be applied to her account. Ms. [redacted] will be responsible for any

remaining balance on the account.

Attached is a copy of the signed Voluntary Release form that was obtained when Ms. [redacted] left her tablet at the store.

If we may be of further

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

Kind regards,

Customer Relations

Review: [redacted], Conn's called and basically badgered me into making an over the phone payment. [redacted] they posted to my account, [redacted], the very check that I told the girl on [redacted] I had issued was cashed. Conn's does not even show the check , which was held by them from [redacted] to [redacted] as being posted to my account. In trying to get my money back, the customer service department, apparently a group of drones, insists upon a full running bank statement. Even though I offered to send one with any information NOT related to this or CONN's black out, apparently company policy dictates that my privacy and TOTAL banking information be revealed. A total invasion. As well, trying to reach anyone higher than the inept dept of drones is highly unlikely as all phone numbers are channeled through the drone center. I have left several messages for the departmental senior manager "[redacted]" who was to call me back. Has not happened. You can not talk to this lady. POOR POOR POOR Customer serviceBasically I am wondering why the Revdex.com has a favorable rating for this company when a person can go on line and google not one but 38 pages of complaints against this company and their poor inept customer service department. Finally, when asked a time frame , no response. However , when I said I would just withhold my next payment until this was resolved, they were very quick to inform me that this would be an adverse part of my credit record. I have also talked with the Attorney General's office and will be filing a complaint with that office as well. A company simply can not hold a gun to customers heads in order to justify invading their privacy.Desired Settlement: Two fold. First I would like a full reimbursement of the amount that Conn's collected twice. Second and more importantly, the company needs to revamp its "policy" of having a full running bank statement being submitted. This is an invasion of the privacy of consumers. The only information that Conn's needs to see is that of any amounts that are directly related to the issue at hand. This does not include Sonic, Walmart or other bills being paid along with the balance of checking accounts.

Business

Response:

Review: PLEASE NOTE: Complaint is regarding store located at [redacted] NOT the location on [redacted] in [redacted] as selected when I originated this complaint. The location on [redacted] does not appear in the drop down menu of choices.

I purchased an HP Spectre 2-in-1 Laptop from Conn’s Home Plus on 5/11/14. I used the laptop once when brought home to set up my preferences. Did not use laptop again until late July and noticed laptop was running very slow, screen would freeze up; screen would not change when scrolling.

I took laptop into the Conn’s store located at [redacted] on 8/3/14 so it could be sent to their service department. Approximately two weeks later, I receive a call from [redacted] at the store stating they could not duplicate the problem but did update the software. This concerned me as I did not want a computer returned to me that did not work. I called back to the store and talked to [redacted] and told him of my concern. After putting me on hold for quite some time, he returned to the phone and stated I was misinformed and the problem was duplicated and they updated the software. This “change in mind” about the repair of my computer concerned me but I returned to the store and picked up my computer.

I did not attempt to use the computer until 8/23/14 and the problem continued, only worse. Locks up, freezes up, cannot scroll through screens, touch screen works intermittently, cannot switch between Windows 8 Start-Up Window and standard desktop.

I called the store on 8/23/14 and spoke to a manager named [redacted] Expressed my concerns and [redacted] stated he would contact Customer Service and get back to me. I stated my concerns over Conn’s delays in responding and he advised “he was not like that” and would contact me. A week goes by and nothing from [redacted].

I return to the store on 8/30/14 and speak to [redacted] and he immediately attempts to brush me off without hearing my full concern and wants to send laptop out for service again. Although [redacted] remembers his previous conversation with me, it becomes very obvious at this point that this is standard for Conn’s – sell the product but offer no customer service, no guarantee on the product and do not stand behind what they sell. It is further obvious that [redacted] is well versed in pushing off the customer – his answers were rehearsed, he was smug, would not release name of store manager and was condescending.

Bottom line here is I have received run around from this company. Paid $1358.27 for a laptop that does not work. Service not able to repair and Conn’s will do nothing…..no exchange, no refund. I initially would have been fine with an exchange but now have no trust in this company after my experience and reading about the nightmares experienced by other customers / complaint from Texas Attorney General. I have paid faithfully monthly but now will no longer make monthly payments and expect Conn’s to take laptop back, refund the money I have paid to date, not charge me a re-stocking fee and close out my account / void contract.Desired Settlement: I have paid faithfully monthly but now will no longer make monthly payments and expect Conn’s to take laptop back, refund the money I have paid to date, not charge me a re-stocking fee and close out my account / void contract.

Business

Response:

Thank

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

records show on 5/11/14,

Mr. [redacted] purchased a Hewlett Packard PC/Tablet 2-N-1 with a limited 1-year

manufacturer warranty.

Mr. [redacted] contacted our service department on 8/03/14;

stating the screen was freezing and would not go to programs when

selected. On 8/11/14,

the service department received his PC/Tablet; the technician tested the unit

and unit tested ok. Our records show the technician updated all software updates/firmware

and the PC/Tablet was working properly and no issues were detected. Mr. [redacted] contacted service again on 9/07/14;

stating his PC/Tablet screen is freezing, wouldn’t scroll, and would not go

into the programs. We had another technician assess Mr. [redacted]’s

PC/Tablet on 9/18/14 and again no problem was found therefore we are unable to

honor Mr. [redacted] request to return the PC/Tablet.

If

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

Kind

regards,

Business

Response:

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

comments. Our records show

on 5/11/14, Mr. [redacted] purchased a

Hewlett Packard PC/Tablet 2-N-1 with a limited 1-year manufacturer warranty. Conn’s offer a 14 day Return & Exchange

policy on computers, computer equipment & accessories. Our return and exchange policy is given to

each customer at the time of purchase.

We had another technician assess Mr. [redacted] PC/Tablet on

9/18/14 and again no problem was found therefore we are unable to honor Mr. [redacted] request to return the PC/Tablet.

Mr. [redacted] warranty coverage is through Hewlett Packard, if he is not

satisfied with our technicians’ assessment and findings he may contact them directly

regarding the tablets performance.

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

Kind regards,

Consumer

Response:

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

Review: We bought furniture from Conn's and paid for an extended warranty in the last year the bed rail has broke, the dresser and my box spring... it took a month to get the bed rail and when they sent the part to fix the dresser they sent the wrong part... and now they are saying I have to pay extra money to get my box spring... why do I have to pay extra money when I paid for a warranty... the customer service people are rude and they don't listen... they talk over you and refuse to get a manager when asked... I have been dealing with broken furniture for 3 plus months and pay 230 a month on broke furniture and they refuse to assist me or replace my stuff..Desired Settlement: I just want my furniture replaced like they told me they would do and they still have not. They told me last week it would be delivered today which is Monday and I called the store at 5pm and they said they can't deliver unless I pay a fee first... I just want my furniture fixed or replaced why have an extended warranty... if they won't do anything about it...

Business

Response:

Thank you

for the opportunity to respond to [redacted] complaint. Our records

show on 4/05/14, [redacted] purchased a

[redacted] queen bedroom set which consisted of six pieces (headboard,

footboard, dresser, rails, mirror, and nightstand) with a 48-month

Furnituregard Plan on all six pieces; [redacted] also purchased a [redacted] queen mattress with a (limited manufacturer warranty) and a

[redacted] queen box spring with a (limited manufacturer warranty).

After

researching [redacted] dispute we found he contacted our service department

on two separate occasions.

· On 1/16/15 [redacted]

contacted us regarding his bed rails; stating the rails were broken.

A service call was scheduled for 1/27/15; during the inspection the serviceman found the

rails were damaged and needed to be replaced. The manufacturer provided

an exchange authorization to replace his rails. [redacted] exchange

was approved on 2/2/15 he was

issued a credit up to the original amount paid which was $100.00; [redacted]

initiated his exchange and his new rails were delivered on 2/08/15 in good order.

· On 2/24/15, [redacted] contacted us again on 2/24/15 regarding his dresser and box spring;

stating the dresser track was bent and the box spring was broken. A

service call was scheduled for 3/03/15 to inspect [redacted] box spring; during

the inspection the serviceman inspected the box spring and found the center

head to toe rail board broken in multiple places and non repairable. An

exchange request was submitted to the manufacturer for a possible

exchange. On 3/06/15, an exchange for [redacted] was approved

to replace his box spring; he was issued a credit up to the original amount

paid which was $150.00 to re-select a new box spring. On 3/17/15, the serviceman inspected [redacted]

and found the dresser had a bent guide rail. The serviceman ordered the

parts needed to repair [redacted] dresser and he was contacted and informed

the parts would be available within 2-3 weeks.

After reviewing [redacted] dispute we have confirmed his box spring

has been approved for an exchange. We

attempted to contact [redacted] in regards to his concerns but we were unable

to reach him at the time. We have scheduled

delivery for Thursday 4/16/15. If this

is not a good day for [redacted]; he may contact the delivery team to

reschedule the appointment. Conn’s

delivery can be reached at [redacted]

If we may be of

further assistance, [redacted] may contact our Customer Service Department at [redacted]

Review: I purchased a sofa and recliner back on 11/**/2013. I was told by the salesman it would be delivered next day. I then received a call letting me know they didn't have my furniture in stock and would be delivered early December I agreed and let them I know I needed it by the time my party was to take place. Needless to say that didn't happen. The furniture wasn't delivered until late December after my party. I called the store manager to let him know how upset I was and he apologized and told me to come in and he would rewrite my contact to push back the due date and extended the zero percentage. He rewrote the contact on01[redacted]2014. I was told by the store manager and show as per my contact first payment was due on 02/**/2014. Well that's when the nightmare became worse. I started receiving harassing phone calls and letters saying I was late. I explained to the collections agent the situation and she said no problem we just haven't received the new contract from the store manager and she would push the call back date out by 17 days. I made my first payment on my due date of 02/**/2014 and started receiving the harassing calls again. This went on for months of them telling me they were going to fix the problem. I have refax the contact more than twice to the corporate office. Each time they say they will fix the problem but I still show late and my credit is now showing late for 4 months or more. They have taken away my zero percentage and messed up my credit bureau history. I have to taken time away from work to call them back and which time they hung up on me when transfer you to a different department that promises to help. I having been calling almost every day to get this fixed. There is no end in sight please help. To get credit bureau report fixed and my account with them straighten out.

Product_Or_Service: sofa

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

Fix contact to show rewritten as 01/**/2014. Restore my zero percentage and fix my credit bureau history to show all payments made on time. I have been told by several agent of Conn's this is their mistake and should have been fixed months ago.

Business

Response:

Fridge has not been cooling properly, I called on June 28, 2015 to make a service request for the 2nd time in less then 2 months (3rd service call this year). It has been almost 2 weeks and my fridge still isn't working. I've called just about everyday and I am being told the same thing every time. They can't find a service tech in area. I've been transferred to managers and all I've gotten is their voice mail. I find it hard to believe that they are having trouble finding a service technician. I WOULD NOT RECOMMEND CONN'S TO ANYONE! HORRIBLE CUSTOMER SERVICE!!

Review: To whom this message reach, I have a delicate compliant against Conn's Appliances. But before I go any further, I would like to explain I have been a customer with Conn's for years now. The nature of the compliant is because of a call I received from a salesman from Conn's for which I made a purchase from. A freezer I purchase because my other freezer stop working and I dont believe I have a warranty for that freezer that stopped working. Not to make this longer than what it should be, [redacted] sold me the freezer over the phone, and faxed over paperwork for that freezer. Today, March [redacted] 2014, [redacted] called me to explain that Conn's took over $ 200 dollars out of his paycheck, because the warranty was faxed back instead it being brought into the store. This is not the first time I faxed over warranty or any other paperwork back to Conn's, like I say Im a long time Customer. Now they are asking me to come into the store and bring the paperwork. I work all day, and attend College therefore theres little time for me to get there on time. [redacted] asks me to come into the store and sign more papers. I will not be muscled by Conn's. Please help with this problem, because truth be told, Conn's is getting over on people, such as myself.Desired Settlement: I would like Conn's to honor their contract.Thank you, [redacted]

Business

Response:

CASE ID: [redacted]

Thank you for the opportunity to respond to [redacted] complaint. Our records do not reflect [redacted] placed a service call on her

freezer that was purchased with us on 11/**/12. However, we do show on 9/**/10

[redacted] purchased a washer with 48 months extended warranty. On 11/**/13

the washer was approved for an exchange after service was unable to repair the

unit.

It is no longer our policy, to allow customers to make

purchases over the phone. When [redacted] contacted us to process her

exchange and schedule delivery the sales associated agreed to accommodate her. [redacted]’* exchange was processed on 11/**/13 and she requested to add a 48

months extended warranty on the new washer.

[redacted] was FAXed a copy of her

contract to sign and return. Once the contract was received it was found illegible.

Therefore, we were unable to setup the

account. After further review it was found that the salesperson did contact **.

[redacted] to obtain a legible copy of the contract in order to establish her

account. Conn’s will honor the invoice and warranty. However, at this time we

are unable to setup the account with the contract provided.

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

at [redacted]

Kind regards,

Conn’s Customer Relations

Business

Response:

[redacted] has been contacted regarding her additional comments,

she now understands that Conn's has agreed to honor the invoice and warranty as

previously stated.

Kind regards,

Customer Relations Officer

Consumer

Response:

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

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

From: [redacted]

Sent: Wednesday, April [redacted] 2014 10:35 AM

To: drteam

Subject: Re: [redacted] The Revdex.com (Revdex.com) of Houston and

South Texas has sent you a new message regarding your complaint - PLEASE DO NOT

DELETE THIS EMAIL

This

compliant has been completed, I was contacted by Conn's and the issues was

solved

Review: I received a call from Conn's about an overdue account which I told them was incorrect. I explained we have never shopped in the store. The employee reaponded and said if I'd give my husbands date of birth then they could see if it was a mistake. I declined to give this personal information and she suddenly got incredibly rude and said if I refused to give the info then they would just keep calling back. So I asked to speak to a manager because I felt this was basically a threat. I explained this to the manager who had nothing else to say except "ok". The threatening nature of her comments were very upsetting and I think it is unethical to scare people into divulging personal information. I assured her she had the wrong person. I understand that there are those they need to collect on, but innocent people with the same name should not be harassed.Desired Settlement: I think employees need to be trained about the time they take with people. I most certainly will never do business with Conn's based on their treatment of me!

Business

Response:

Thank you for the opportunity to respond to [redacted] concerns regarding telephone calls she has received. The telephone number provided by [redacted] was linked to an account in error. We have placed a cease and desist on the telephone number. We ask that [redacted] allow up to 24 hours for the telephone number to be removed from our system. We value [redacted] and sincerely apologize for any inconvenience she has experienced due to this matter. If [redacted] receives additional calls after the 24 hours we ask that she contact us directly so we may research the matter further. Thank you, [redacted]

Review: I am writing you to express my displeasure with Conn's regarding my furniture that I just recently purchased 3 months ago. I purchased a sofa/recliner set in October. The motor on the recliner blew out with flames and smoke coming from the recliner which almost had my wife's robe on fire. I called Conn's service center 2 weeks ago to get a service technician to come out and fix the problem but Conn's service center said that they do not deal with furniture and that they are contracted with an outside agency which is US Air. Now keep in mind, this was part of my so called furnituregard plan. This was not elaborated or stated to me in the contract that I have. Conn's service enter had to place a work order which takes 24 to 72 hours to show in US Air system. Over a week has passed, I did not hear from anybody so I called back to Conn's service center and the representative said that they sent off the work order and gave me US Air phone number but I called US Air and they said they have not received the work order. I called back to Conn's service center and the most that can be done is to resend the ticket. 2 days later, I called US Air and they received the work order and told me that a service technician will not be able to come out till February 28 2014. I do not believe that is not right and that is not how you treat your customers who pay for a warranty to have them wait 1 month to be serviced. Both Conn's and US Air representatives say that they not have control and it is out of their hands and I find that unacceptable. All I want is the situation to be expedited with either an exchange of my sofa/recliner set or my recliner fixed because I have been waiting 2 weeks now for a resolutionDesired Settlement: I am to the point that I want my product exchanged or would want my refund sooner than what I was told waiting until 2/28/14.

Business

Response:

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

10/28/13, Mr. [redacted] purchased a Man Wah reclining sectional with us. Mr. [redacted] contacted us on 1/16/14 and stated

the recliner would not recline. A

service call was set-up however it was cancelled in error. We spoke with Mr. [redacted] again on 1/23/14 and

confirmed his service call was scheduled for 2/28/14. Mr. [redacted] was contacted on 1/27/14 and

offered a sooner date of 1/29/14 which they accepted. Upon inspection the technician found the AC

Adapter plug wire had been pinched. Mr.

[redacted] was contacted on 2/3/14 and an exchange was submitted and approved. We would like to apologize to Mr. [redacted] for

the experience he had with scheduling the service call on his recliner

purchased with us.

If we may

be of further assistance, Mr. [redacted] may

contact us at 1-877-358-1252.

Kind regards,

Customer Relations

Consumer

Response:

As of 3/11/14, I have not heard a response from Conn's. I am writing you to express my displeasure with Conn's regarding my furniture that I just recently purchased 3 months ago. I purchased a sofa\/recliner set in October. The motor on the recliner blew out with flames and smoke coming from the recliner which almost had my wife's robe on fire. I called Conn's service center 2 weeks ago to get a service technician to come out and fix the problem but Conn's service center said that they do not deal with furniture and that they are contracted with an outside agency which is US Air. Now keep in mind, this was part of my so called furnituregard plan. This was not elaborated or stated to me in the contract that I have. Conn's service enter had to place a work order which takes 24 to 72 hours to show in US Air system. Over a week has passed, I did not hear from anybody so I called back to Conn's service center and the representative said that they sent off the work order and gave me US Air phone number but I called US Air and they said they have not received the work order. I called back to Conn's service center and the most that can be done is to resend the ticket. 2 days later, I called US Air and they received the work order and told me that a service technician will not be able to come out till February 28 2014. I do not believe that is not right and that is not how you treat your customers who pay for a warranty to have them wait 1 month to be serviced. Both Conn's and US Air representatives say that they not have control and it is out of their hands and I find that unacceptable. All I want is the situation to be expedited with either an exchange of my sofa\/recliner set or my recliner fixed because I have been waiting 2 weeks now for a resolution.\r\n\r\n \r\n\r\n \r\n\r\n \r\n\r\n \r\n\r\nThis has gone on for far too long. I managed to have a Conns representative call me to finally get a service technician to look at the sofa set. The service technician said that I will need the right sectional piece for the sofa to be replaced. On 2\/4\/14, I had a customer service representative from Conns call me and told me to go to the store where I brought the sofa and she would leave notes in the computer for to sofa sectional to get exchanged. On 2\/4\/14, I spoke to the manager on duty [redacted] and he told me that the sofa sectional was out and somebody would call me in a week to deliver the sectional piece to me for an exchange. As of 2\/12\/14, I still did not hear from anybody so I took it upon myself to go to the Conns store and asked again for [redacted] the manager. He told me that the reason nobody called me is that the right section sofa set is on backorder till the end of March. Of course, I was furious because nobody never told me. I asked if I could get the whole sofa set exchanged for something else since I have been having problems with this situation for months now. [redacted] told me that I have to call Conns Customer Service. I called Conns Customer Service and explained the situation to Bob as far as trying to get the sofa set exchanged for another sofa set and he told me that he had no authority so he transferred me to Conns service center. I spoke to [redacted] at Conns Service Center and she told me that since the sectional was on order that I would have to wait till the end of March to get the sectional exchanged which I feel is unacceptible and [redacted] transferred me back to Conns Customer Service. [redacted] transferred me back to Conns Customer Service and I spoke to Jaime and she told me the same thing that [redacted] told me regarding to wait on the sofa sectional and that there is nothing I can do about it. I am really frustrated and all I want now is either a whole new sofa set in exchange for the current sofa set or my money back because this is ridiculous how long I had to wait just to get a sectional part of a sofa replaced and I paid a lot of money for this to be getting this type of service and treatment

Business

Response:

Our records show Mr. [redacted] right side recliner

was approved to be exchanged on 2/3/14 as previously stated. After researching his complaint I found the

replacement was not available in his area and had to be ordered. Our records show the piece was successfully

delivered on 3/14/14. Again we sincerely

apologize to Mr. [redacted] for the delay and experience he has had with his furniture

purchase. We appreciate Mr. [redacted] business with us and as a token of our appreciation a gift card for $100 has

been mailed to the address on file.

If we may

be of further assistance, Mr. [redacted] may

contact us at 1-877-358-1252.

Kind regards,

Customer Relations

Review: I went into Conns and purchased a Laptop. I financed this piece of equipment and when asked when I wanted the payment due date I gave the 28th of the month making my first payment due on December 28th. During the sale the salesman tried to sell me a $600 extended warranty that I didnt know was included in the price and I paid. After paying and realizing the warranty was there I asked it be removed and the sales person ripped up the paperwork in front of me that I had already signed and recreated everything. When he recreated the contract it apparently defaults to a due date 30 days from the day I Was in the store giving me a due date of the 20th and not the 28th. Conns begin calling me on November 7th 2 weeks before any payment was even due. They also called on the 14th and 19th again way prior to a bill being due. When I called back and I asked why the calls I was told they called randomly to see if I had received mail and my payment is due on the 20th. The made me VERY mad. I have accounts with rent, electric, 2 cars, car insurance, renters insurnace, student loans, clear, sprint, capital one credit card etc. If I were called by everyone I hold accounts with to be told theyve sent mail Id be on the phone all day. I asked to not be called before 7am then I asked to not be called at all. I spoke with 4 people trying to explain that my due date should have been the 28th. I was disrespected and with no consideration told no.Desired Settlement: This is something simple customer service should have fixed. I should not have had to turn you into the Revdex.com and The Texas attorney general. I would like my payment due date to be changed to the 28th and any late fees to be waived for this month.

Business

Response:

Review: Three days after I purchased my washer and dryer was delivered, I notified Conn's that I wanted to exchange the products because I was having service issues with both items. I have had four service calls. With my washer the service man told me that they are having issues with this particular wash, but they cannot do anything about it not cleaning my cloths or the washer becoming unbalanced and water levels not filling up to appropriate levels. The first service man told me not to mention exchanging the product to Conn's because they would not, but he want me to give him an Excellent Service evaluation so he could get a Christmas bonus. He also said that my dryer needed new rollers and I let them know three days after they delivered my second washer. The first washer they delivered to me started to make noises on the very first day they delivered and I called the service department an the guys who delivered my first washer came and brought me back the current washer I have that does not work properly. One service call the service man call me and told me he would not be able to make due to icy road conditions. On another occasions the service men were parked in my apartment complex, called me from there and did not come up to repair my washer and dryer or look at, but after I took a picture of them in the van and left, then they called me back. I do have the picture of the van at my apartment complex. I have stopped paying on my account with Conn's until they replace my washer and dryer. Instead of them replacing, they have threatened to just charge my card they have on file, told me that they will just charge off the account and it will remain on my credit for seven years, threaten me with legal services, constantly calling me at least three times per day for payment and will not replace my washer and dryer. I would like to file a lawsuit against Conn's and I will need some assistance or they just come and get all of the items I purchased and they refund me all of my money that I paid.Desired Settlement: I do not want to do any additional business with Conn's. I want them to come and pickup all of the items that I purchased and it returned to Conn's and all of the money that I have paid on my account refunded in full to me. I would also like a letter of apology from the president of the company. If I need to file a lawsuit please advise.Thanks,[redacted]

Business

Response:

Thank you for the opportunity to respond to [redacted]

complaint. Our records show on 11/07/13, [redacted] purchased a GE washer and

dryer both with a 24-month Repair Service Agreement Plan. [redacted] delivery

was scheduled and received in good order on 11/09/13.

After further review of [redacted] complaint, we found he

contacted our service department on two separate occasions for repairs on his

washer. [redacted] washer was assessed on 12/6/13 due to the unit not agitating

and again on 3/24/14 due to the unit not washing clothes properly. During both inspections

the technician checked all operations of the washer and was unable to find a

functional failure with the unit. The technician reported the washer was

working up to the manufacturer’s specifications however [redacted] was unhappy

with the unit.

[redacted] only contacted our service department once for

repairs on his dryer. On 11/13/13, [redacted] contacted service stating his

dryer was making thumbing noise. A service appointment was originally scheduled

for 11/26/13 however; [redacted] called to re-scheduled his appointment for the

next available service date which was on 12/5/13. Due to the weather the

technician was unable to meet the time commitment therefore [redacted]

appointment was rescheduled for 12/6/13. On 12/6/13, the technician found parts

were needed to complete repairs on the dryer. Our records show there was a

delay receiving the necessary parts to complete the repairs therefore; on

1/24/14 we agreed to exchange [redacted] dryer due to the repair delay.

As of 1/28/15, we have no records that [redacted] initiated

his exchange on his dryer since it was approved on 1/24/14. Our records show

[redacted] account with Conn’s was charged off on 12/31/14 therefore; the

option to exchange the dyer is no longer available. At this time we are unable

to honor [redacted] request to return or exchange his washer due to no

problems were found with the unit at the time of inspection; no additional

credit is owed to [redacted].

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

contact customer service at 1-877-358-1252.

Kind regards,

Review: The dryer I purchased from [redacted] a year ago is broken and can't be fixed by [redacted]. Because of no model or serial number. [redacted] Says that when an appliance does not have the model and serial # it is considered scrap. I've talked to [redacted] I've even spoken with corporate and issue still has not been resolved. I keep **tting the run a round. The lady in corporate a [redacted] was suppose to call me back on [redacted] to let me know what had been resolved but did not. I'm tired of **tting nothing doneDesired Settlement: Refund for the month the dryer was out.

Business

Response:

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

[redacted] purchased a ** Gas dryer with a 48-month Repair Service Agreement

Plan. After receiving [redacted]’s complaint,

we researched and confirmed at the time of purchase [redacted] was sold and

received a new dryer. The dryer had not

been previously owned. On [redacted].

[redacted] contacted us stating the unit was not drying and is making a loud noise.

[redacted]’s product was still under manufacturer’s warranty for the first

year therefore; a service appointment was scheduled on [redacted]4 with a **

service technician. Upon inspection, the technician found the unit was missing

the original tag which provides the model and serial number therefore; service

could not be completed on the unit and the service order was cancelled. [redacted].

[redacted] was informed that without this information, the manufacturer could not

service the unit and the missing tag also voids the warranty. Due to the tag

missing on the unit, [redacted]’s service repair needs were delayed because

the manufacture could not verify the information on the unit. Although the

unit’s tag are missing which voids the warranty, as a good will [redacted]’ has agreed to schedule a service appointment to have a [redacted]’s technician assess

[redacted]’s repair needs. We notified [redacted] that parts have been

ordered for repair however; the parts may not be the correct parts needed to

complete the repairs due to not having the full model and serial number version

to order the accurate parts. [redacted] will be contacted once the parts are received to schedule an appointment.

If we may

be of further assistance, [redacted] may

contact Customer Service at [redacted].

Kind regards,

Customer Relations

Review: I purchased a t.v. over a year ago. I went online to their website to pay off the account. I am being called a year later to pay money that they are stating is still owed. They are saying to zero out my account that I have to pay $175.00.Desired Settlement: I want them to acknowledge that nothing is owed and remove the amount from my account.

Business

Response:

Thank you for

the opportunity to respond to [redacted]’ concerns regarding account

#[redacted] stated her account

should be paid off; however she has an outstanding balance.

According to

our records, [redacted] signed an 18-month retail installment contract on

August 12, 2013. That contract also

included a six-month no-interest financing promotion.

The total

amount financed was $[redacted]. This

included an invoice amount of $[redacted] as well as $[redacted] for credit insurance,

unemployment insurance and property insurance.

[redacted] paid a total of $[redacted] which left an outstanding balance

of $[redacted].

Also, on

October 31, 2013, [redacted] called our automated system and received a

payoff quote of $[redacted]. On November 1,

2013 [redacted] submitted two payments; one in the amount of $[redacted] and one

in the amount of $[redacted]. This still

left an outstanding balance of $[redacted]

called our automated system again on March 14, 2014 and received a payoff quote

of $[redacted]; however, no additional payments were submitted.

On September

19, 2014 we mailed [redacted] copies of her payment history, contract, and

her signed Cash-Option page.

As of

September 26, 2014 the payoff balance is $[redacted]. Please note, the payoff balance is updated

daily. If [redacted] would like to

pay the balance in full; we request she call the day she plans to submit the

payment for an up-to-date payoff quote.

Business

Response:

Thank you for the additional opportunity to respond to [redacted]' concerns about her account. [redacted] stated she is having difficulty paying this account online.

[redacted] can contact our customer service line and they can walk her through the web-pay, she can pay the account with on one of our agents, use our automated phone system, or make the payment in the store.

If she has any further questions she can contact our customer service line 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.]

I need someone to call me from corporate office, whomever is responding. My question is not being answered and calling customer service is not going to do the job. I have called and received different responses before.

Regards,