Conns Appliance, Inc.

Review: Hello, I have been a costumer with Conn's since 2006. I purchased a sofa in 2011. My first service call was in August 2013 for a tear on one of the back pillows. Conn's fixed this issue. The following year on August 27, 2014, a service tech, by the name of [redacted], came out for a similar problem (on the seat slip cover). He said Conn's should send a slip cover and if not to contact them. I did not hear from Conn's, so when I called on September 12, they told me the ticket was closed. I inquired to know why it was closed and was told that the problem was once covered, but as of August 2014, it is no longer covered. Should this change affect me, I already had the policy. Is it common practice to just change a policy and not notify the consumer. One person even told me the new policies are listed in the store. I pay my bills online. I do not go into the store unless I am making a purchase, and if I am in the store, I am not looking for policies. I have called and called all to no avail. I was told on Friday, September 12, that they would see if they could make an exception. Every time I call about the warranty department, ticket number [redacted], I am told that a lady name [redacted] was sent an email and she needs a contact number. I have given the contact number on 3 different occasions and do not understand this treatment. On the phone they switch you from department to department and no one can help. I have spent thousands of dollars at Conn's, paid 4 accounts off and have one that is current. This is horrible customer service. Can you please assist me in replacing my slipcover? Thanks!Desired Settlement: replacement slip cover for my sofa

Business

Response:

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

complaint. Our records show on 1/22/11, Mr. [redacted] purchased the Durablend

Antique furniture set which consist of two pieces (sofa and loveseat) with a

48-month FurnitureGard Plan.

We

received Mrs. [redacted]’s complaint and found she contacted our service department

on two separate occasions regarding her sofa. The last service call was

received on 8/14/14 stating the back and cushions was tearing on the sofa. A

service call was scheduled on 8/27/14; upon inspection the serviceman found the

left seat covers was peeling up on the front face. The serviceman also found

all the seat covers had dried out and was able to re-stuff all inside back

pillows with stock poly. As listed under the terms and condition of the

FurnitureGard Plan Mr. [redacted] received at the time of purchase number (15) What

Is Not Covered; letter (m) cracking or

peeling of the leather topcoat

or finish (except where cracking or peeling to the leather topcoat has occurred

despite application by You of

leather maintenance products as recommended that fails to perform as intended.

Although the reported damages are not covered by the

FurnitureGard Plan, as a gesture of goodwill Conn’s has agreed to issue an in

store credit in the amount of $599 which was the price for the sofa. On

10/7/14, a service claim representative attempted to contact Mrs. [redacted] in

regards to her approval however; they were unsuccessful in their attempt. Mrs.

[redacted] will need to visit her nearest Conn’s to re-select.

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

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.

Review: In 9/3/2014, 11/22/2014 and 11/28/2014 I purchased products and have 3 diferrent contracts. In January met with the assistant manager [redacted] and saw the in-store flyer to merge my contarcts into one...I was currrent on my accounts at that time. I signed a new contarct and [redacted] had me sign waivers on my cash purcjase options which he stated was required for merger. My new contarct showed a new due date of 2/27/15. thoughout February I received collections calls stating my accounts were past due. I advised corporate that I have a new merged contract and was told they never recevied my waivers so it wasn't valid. I went back to store 2 more times, complained and met with the store manager [redacted] who had me resign the waivers. [redacted] stated he was emailing, faxing and sending the formas to corporate via [redacted] to ensure receipt. SI askout mai m paym due 2/7...e stated to wait as I'll now get a new contract. More collecionscallss then call and still no honoring the contract. I called and then went back to store and met with the manager from their [redacted] store [redacted] who stated he as fixed this many times and had me resign the contrarct and waivers. Again I asked about making a payment and he also stated I would get a new start date and amount....here we are in April...constantly calling [redacted] but still no new valid contract I can pay on and no resolution, negatively affecting my credit. I constantly call [redacted] now thought April and [redacted] stated he handed it over to his contrarcts escalations manager at corporate [redacted] who was supposed to "fix it" all...still no resolution and still collections calls. I signed and completed all forms over and over, I complied with what the store told me to do. The issue is between the stores and corporate communication but I am now the victm. Once they put that new contract in my hand they should have honored that. They need to resolve their communication problems and honor my contrarct or restart a new one now that months have passed. They also need to correct any negative credit reporting. Bottomline they need to honor the contracts they have customers sign.Desired Settlement: I want a new and valid contrarct with a new date for merging the old three accounts and close them out so I can start making payments or at rthe least reset the due dates on the old contarcts. They also need to correct any negative credit repoting since it was their error.l

Business

Response:

Thank you for the opportunity to respond to [redacted] concerns regarding her accounts. [redacted] stated her accounts were supposed to be combined; however, this

process has not been completed yet.

According to our records, we received incomplete

paperwork and the cash-option letter was not filled out correctly. We emailed

[redacted] a new form to fill out and send back through our docusign

method, and we have not received it back as of April 17,

2015.

Once we the documents are returned to us, we will

proceed with the combining of [redacted] accounts.

We value [redacted] as a customer and appreciate

her bringing her concerns to our attention. Thank you,[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. I WAS TOLD THE SAME THING OVER THE PHONE IN EARLY MARCH BY A REP ON THE PHONE AND THAT I WAS EMALED A CONTARCT...I NEVER RECEIVED AN EMAIL AND EVEN CHECKED MY SPAM...I WAS TOLD I WAS BEING MAILED THE DOCUMENTS AS WELL BUT IT TOOK VOER 2 WEEKS TO RECEVIE AS I LIVE IN A REMOTE ARE AND THEN WAS TOLD I MISSE DTHE DEADLINE AND SAID THE OFFER WAS NULL AND VOID....I'VE SIGNED THESE WAIVERS 3 DIFFERENT TIMES AT THE STORE...WHY AREN'T THEY GOING TO THEIR OWN STORES FOR MY DOCUMENTATION? I ONLY GET COLELCTIONS CALL S- WHAY CAN; SOMEONE CALL TO FOLLOWUP TO MAKE SURE I RECIEVED THE EMAIL. NO CUSROER SERVICE HAS BEEN APPLIED AHERE AT ALL. I MADE THEREE CALL STHIS WEEK TO THE MANAGER [redacted] AND HE HAS INFORMED ME THE CONTRACTS ESCALATION MANAGER [redacted] AHS NOW MOVED MY FILE ON THE TIFFANY. STILL NOONE HAS CALLED ME. I WILL ACCEPT AN EMAILED CONTRACT BUT I EXCEPT A FOLLOWUP CALL LETTING ME KNOW WHEN IT WAS EMAIL SO WE CAN COORDINATE TO GET THIS COMPLETED.

Regards,

Business

Response:

Thank you again for the opportunity to respond to [redacted]. We have been in contact with her and received all the additional information needed to combine her accounts. We value [redacted] as a customer and appreciate her bringing her concerns to our attention. Thank you, [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. While the company has ersponsed after my continued calls and finally having direct contact with [redacted]...I am awaiting the completion of the contracts merger before I can call this case resolved. Saying it is in process is the same responses I had before then it cancelled. Once I have a new contract with a new payment and payment coupons...I THEN will consider this clase closed but not until then..]Regards,

Consumer

Response:

This letter is to inform you that Conns Appliance, Inc. has carried out to my satisfaction the resolution it proposed for my complaint, filed on 4/16/2015 7:17:32 PM and assigned ID [redacted].

Regards,

Review: I opened an account [redacted]) with Conns in 8/[redacted]12 with no interest for one year if paid in full. I call Conn's in 6/*/13 to request the balance and was told that I had to pay $946.69 by 7/*/13 for the account to close and not have to pay interest. I paid $800 on 6/*/13, $76.91 on 6/**/13, and $69.78 on 7/**/13. I thought the account was closed until October when I called to question about two other accounts and find out this account is still open. They said I did not pay the account in full so now I have to pay interest. I told them the account is paid off because I paid what I was told to pay by 7/*/13. They said the account was unpaid by $11, and now I have to pay interest. I did not receive a call, letter, or email telling me the account will now be charged interest because it was not paid in full. I requested Conns to go back to the call logs and recordings to hear what the exact amount their representative told me to pay to prove to them that it was error on their side. They put it through their review board twice to see if the account can be closed and not be charged interest but it was denied twice. I was then told in November to pay the remaining $11 to pay what was needed to close the account and that it will be reviewed and most likely be approved but was never sent to the review board and the $11 as a payment to the accrued interest. I believe that I should not have to pay any more money to Conn's because I was mislead on my balance by $11 and now I have to pay as of today (12[redacted]/13) $454.10. I have been stressed out and troubled with this ordeal and not making it easier on me being a full time nursing student in Sam Houston State University. This has caused me stress and trouble with everything. This is not my first time doing business with Conns. I've had numerous accounts over the past 4 years and paid them on time every month and before the year to avoid interest. They have made me go in circles about this account and speak to different departments. I need this account closed!Desired Settlement: All I want is for this account to be closed and not have to pay the interest. I paid the remaining $11 in November that was supposed to close the account off in July. I also do not want the missed payment on my credit report, and if it is, for Conn's to correct that. I do not want any bad history on my credit report because of this mistake made by someone else and not me.

Consumer

Response:

Please inform me of the status of this complaint

thank you [redacted]

Business

Response:

Review: a few months ago I bought a refridgerator, and a washer and dryer from Conn's on store credit. I was told that if I provided proof of homeowner's insurance, within 10 days, that the $403.28 conn's charged me for their insurance would be removed from my total. I had my proof of insurance faxed to them from my insurance company within 3-4 and I had called Conn's to confirm that they had received it. after a week or so of them not being able to locate it, they finally confirmed that they had received it and it was being processed. meanwhile, we received our payment book in the mail. how could my total for my purchases be accurate if they sent out my payment book before all the deductions were taken from it? my total before their insurance charge is deducted (if I pay minimum payments, including APR) is $5222.40 divided by 32 weeks = $163.20 a month. after my proof of insurance my new total should be $4817.12 divided by 32 weeks = $150.54 a month. I have called 3-4 times now and talked to several different customer service reps and explained this and everyone says they understand my problem and will send me a new payment book with the corrected balance and each time I receive the same payment book as the first one. its 6th grade math.Desired Settlement: I would like an updated payment book with my correct balance and correct payment numbers.

Business

Response:

Review: Conn's collections department repeatedly contact me on my cell phone and I am not their customer. I notified them via phone 4 times to remove my number and that they have the wrong individual to which they would state my number would be removed within 24 hours and 3-5 days later would be contacted again. This is ongoing, and they are in violation of Fair Debt Collections Practices Act for contacting me via my cellular number and that I'm not even the right party they are attempting to reach.Desired Settlement: I would like them to update their collections software so that they can make copius notes and not bother consumers multiple times that are not their consumers and via a cell phone which is against FDCPA.

Business

Response:

Review: I bought a Frigidaire refrigerator on Sunday March 23. I got it home and did not work. They would not make it right. They said they would have to repair it and that could take up to two weeks or more. In the men time I had to buy a small one until they fix it, if they can.Desired Settlement: A brand new working replacement

Business

Response:

Thank you for the opportunity to

respond to Mr. [redacted] complaint. Our records show on3/23/14, Mr.

[redacted] purchased a Frigidaire refrigerator with a limited 1-year manufacturer

warranty and two water filters totaling $1818.57. Our records show on 3/24/14, Mr. [redacted] contacted us

regarding his refrigerator; stating the unit was not cooling. An exchange

was not offered within the 24 hour failure because Mr. [redacted] admitted to damaging the fridge by

breaking the handles off and punched the fridge in frustration. As a good will gesture Conn’s has

agreed to exchange Mr. [redacted]’s refrigerator as of 3/29/14 Mr. [redacted] has reselected and replaced

his refrigerator.

If we may be

of further assistance, Mr. [redacted] may contact Customer Service at 1-877-358-1252.

Kind regards,

Customer Relations

Review: The sales person lied to me and told me my tv was 240hz .. and when I got it home it was 120 hz... which had delay on fast movement .. he told me my tv was led and it was lcd..the picture quality is aweful. and the sales price and info said it came with 4 pair of 3D glasses but the ones he gave me were not for my tv so it did not work. .. there was no remote back either.. they offered me another tv which had a dent on the back of it. ..Do not buy from this store. . They are truly conn'sDesired Settlement: Wish I could have them come pick everything up

Business

Response:

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

3/**/14, [redacted] purchased a floor model Sony 60” 120hz 3D LED TV which

included 4 pair of 3D glasses with a 25-month Repair Service Agreement Plan,

which were picked up from the store the same day. [redacted] contacted us within

48 hours stating that the picture on the television turns off after a few

minutes. [redacted] was approved for an

exchange and our record show on 4/*/14, [redacted] replaced her television with

a Samsung 60” 3D Plasma which was picked up the same day. We attempted to

contact [redacted] on 4/15/14 to discuss her concerns however; we were unsuccessful

in our attempt. [redacted] is able to return the television with a 15%

restocking fee if she is not satisfied with the replacement model.

If we may

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

Kind regards,

Customer Relations

Review: I purchased a refrigerator from Conn's about two years ago for my rental property. I took out an extended warranty coverage with Conn's in case the fridge went down. My tenant contacted me approximately 1 month ago (April 3) to report that the unit was not cooling properly on either side of the unit and that the ice maker was not properly working. The first issue occurred when I contacted the warranty representative. I was told that someone would contact my tenant within 24-48 hours. After 4 days of no contact, I called the warranty service back. The warranty service then realized they personally had to make the service appointment. After 4 more days, a technician finally came out to inspect the fridge. After a week, the technician called my tenant to say the fridge wasn't covered and parts couldn't be ordered. I contacted the warranty provider who contacted the service provider to let them know that the fridge was covered and that the parts were to be ordered. That was April 14. By April 22, no further contact had been made because we assumed the parts had been ordered and that we would hear from Conn's. On April 22, I contacted the service company and they said the ticket had been closed since the fridge wasn't covered. I had to recontact the warranty provider to re-establish that the fridge was covered. They decided they needed to send another technician out on the 24th of April. That technician said he would get the parts rushed and the fridge fixed. I followed up today (April 29), and no parts had still been ordered. Conn's service center is still acting as if the fridge is not covered and now I have been put through to a customer relations agent who is trying to bring in a 3rd party technician in a few days. So now a third technician will be sent to the house and it's unclear when the fridge will be fixed. My tenant's family has been without a properly functioning fridge for almost a month and Conn's has miserably failed to honor my warranty.Desired Settlement: THE FRIDGE NEEDS TO BE FIXED!!! Also, after it has been verified that the fridge has been repaired and is fully operational, I want a full refund on the "warranty" that I was sold as the service has been horrific.

Business

Response:

Thank you for the opportunity to

respond to Mr. [redacted] complaint. Our

records show on 8/19/12, Mr. [redacted] purchased a Samsung refrigerator with us

and only had a 1-year limited manufacturer’s warranty which expired on

8/19/13. Conn’s had not been contacted regarding Mr. [redacted] refrigerator prior to 4/28/14.

It appears Mr. [redacted] purchased an extended service agreement with

Assurant Solutions. Our records show on

4/28/14, Assurant Solutions contacted us to set-up a service call for Mr.

[redacted]’s refrigerator stating the refrigerator was not cooling. A service call was scheduled the

same day and upon inspection the technician found the Assembly Cover and Dispenser

needed to be replaced. The parts were

ordered then received on 5/5/14. We show

Mr. [redacted] was contacted on 5/5/14 and we were advised the refrigerator had

been repaired by another provider. We

attempted to follow-up with Mr. [redacted] on 5/8/14 to ensure everything was

working properly but was unable to reach him.

In regards to Mr. [redacted]’s request for a warranty refund he will need to

contact the Assurant which is the warranty provider.

If we may be of further

assistance, Mr. [redacted] may contact our Service department at 1-855-266-6349.

Sincerely,

Customer Relations

Review: I purchased a washing machine and dryer from conn's last year (2013). Last month, the washing machine incurred a functioning issue so I contacted conn's because at the time of purchase I also bought a service repair warranty for $129.99 per appliance. In the agreement, it states that conn's would contract with a service/repair company to fix the problem but that in the event the product was found to be economically despaired to fix, the product would be replaced. After a month of appointments with A&E product repair and service company, it was determined that the washing machine should be replaced and the information was discussed with conn's on Friday, 8/22/2014. I have yet to receive a phone call from conn's to supply us with another washer or fix the one we have. I've called customer

Service in the service repair section of conn's everyday since 8/25th and have been given the run around. This is unfair and unprofessional business practices. My family has been under extreme duress for over a month with having to find ways to wash our clothes for over a month. I was told on Friday 8/22nd it takes 24 hrs for 3rd party managers to receive the information and make a decision, today is Wednesday, 8/27th and no phone call or contact from conn's; only my calling them and being told the same thing since last Friday.Desired Settlement: Conn's should either repair the washer they sold to us OR replace it with a new one or a compatible product. They need to learn to honor their over priced and invalid contract agreements.

Consumer

Response:

As of this date, 9/11/14, our washer is still not repaired or replaced. Our phone calls are ignored and the local store here in Baton Rouge on Airline Hwy is even worse than the corporate office. My husband has went to the store on several occasions and was dealing with [redacted], one of the sales rep, however [redacted] has not been successful in helping. [redacted] has given my husband the run around and when we call he's either with a customer or not there, according to whomever answers the phone. When we talk to corporate, they tell us they've issued orders to replace the washer as of 8/27th but we still don't have a washer. This is really pathetic and unprofessional business dealings and on some parts, fraudulent as we were coaxed in to purchasing this warranty and it appears to not be honored by Conn's as well as their company selling us a faulty washer. We have and still are spending money having to wash at laundry mat every other day. This is costly and inconvenient. We just want a quick resolve to their issue, fix the washer we have or supply us with a replacement.

Business

Response:

Thank you

for the opportunity to respond to Mr. [redacted] complaint. Our records show on 3/11/13,

Mr. [redacted] purchased a GE washer and dryer both with a 24-month Repair Service

Agreement Plan. On 8/2/14, Mr. [redacted] contacted us stating the washer was not

spinning. After further review of Mr. [redacted]’s service needs, it was determined

the cost to repair the unit was non-economical therefore a request for an

exchange was submitted. On 8/28/14, Conn’s approved Mr. [redacted] to re-select a

new washer. Our records show on 9/21/14, Mr. [redacted] was scheduled and received

his new washer in good condition. We sincerely apologize for any inconvenience

Mr. [redacted] experienced as a result of the delay.

If

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

Kind

regards,

Review: [redacted]I purchased a 51" plasma and a large tilting mount with cash on 9/16/2014 close to the end of closing. They put my merchandise in my truck didn't check the merchandise before it was released to me, I was assuming in good faith that all was well. I waited until the third day (9/19/2014) for the cableman to come and set up my tv, that's when I found out it was cracked. I immediately called the store back to get help requesting a replacement or funds back. They told me they could not help me. I was told by one of the store employees they were supposed to have check the merchandise before it is to be released . I've gone back up there and called numerous times to speak with the store manager and they said either he was in a meeting or not in office they would have him to return my call. [redacted] has not yet return the call. I called the corporate office for help only thing they are to do was take info and I have to wait 24-72 hrs before a response. I have gone to another store([redacted])and purchased another tv. This encounter has caused me much mental and physical stress because of the ongoing absence of helpDesired Settlement: Off of invoice #025786884-001 in the amount of $449.99 plus tax on a 51" Plasma TV

Business

Response:

Thank

you for the opportunity to respond to [redacted]'s complaint. Our records show

[redacted] purchased a television and wall mount on 9/16/14 with manufacturer's

warranty only. [redacted] elected to pick up her products from the local

store.

[redacted] contacted our customer service department on 9/24/14 stating when took

the television out of the box the TV screen was cracked. We have reviewed [redacted]’s invoice and

found at the time of purchase she signed acknowledging she received her

products in good order. We attempted to

contact [redacted] on 9/24/14 and 10/3/14, but were unable to reach her. [redacted] called us back on 10/6/14; the

customer service agent requested that she bring the TV with the original box to

the store for inspection, based on the inspection we could determine if there

was concealed damage and would agreed to exchange. [redacted] advised the agent that she did not

have the box.

Because

the television was picked and transported by someone other than Conn’s we are

unable to determine when the damage occurred.

Therefore, we are unable to honor [redacted]'s request for a

return/exchange. [redacted]'s signed invoice has been included in our response.

Review: I purchased a couch in February of 2012. Within a few months the couch had broke. Due the couch not being able to be fixed, I was provided with a new one. The new couch eventually started to have the same issue. I requested for a service technician to come out to my home (September 2013. The first scheduled service call was canceled by conn's service department and a new date was set. This set their visit over a month past my original call. When the technician came out, he took photos but made no adjustments to the couch. I did not hear back from conn's so I followed up. At that point they told me there was no documentation of the visit and I needed to contact the service department. The service department passed me back to conn's which began the back and forth. I was not interested in scheduling a new appointment because it requires me to take off work. Eventually I decided to schedule a new appointment. This was for 8/28/2014. I took off work and waited till about 30 minutes after the Kast est time quoted and called the service department. At this point I was informed that the technician had come by but reported I was not home. The customer service rep was then able to bring up the information from the visit in November 2013, but said there was no resolution. She submitted an exultation and said I would receive a response within 72 business hours. Once again I did not hear back from conn's so I called a week later. At this point I was told there gad been a resolution all along which was the technician had fixed the issue. A week later I called and scheduled another service appointment. The technician was running late, attempted to reschedule but to my protests agreed to come out. He could not discover a technical reason for the area to sink in, but said he had to attempt to fix something for conn's to consider a replacement. He placed webbing under the springs for additional support. When we tested it out, it was determined that it did not fix the issue. He stated he put that in his notes for conn's knowledge. Today I called to discover the resolution, because once again I did not receive a call. I was told that the technician had stated the webbing solved the issue and the case had been closed. Their resolution; schedule another appointment.Desired Settlement: I would like to either have a replacement couch provided, or have it properly fixed so I use my entire rather than portions of it.

Business

Response:

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

complaint. Our records show on 3/07/12, [redacted] purchased an

[redacted] which consisted of two pieces; right side facing

chair and left side facing chair with a 48-month Furnituregard Plan on both

pieces. [redacted] elected to pick her furniture up from our [redacted], ** location; [redacted] signed acknowledging she received both in

good order.

We received [redacted]’s complaint and found due to prior

issues with her furniture dated from 6/04/12; on 6/14/12 an exchange was approved for

[redacted] to replace her furniture set. On 6/16/12, [redacted] elected the same

furniture set and requested to have this furniture set delivered. We show

on 6/17/12, [redacted] signed

acknowledging her furniture was delivered and received in good order.

We show [redacted] has contacted our service department on two

different occasions regarding both pieces of furniture dated from 10/10/13 to 9/05/14. [redacted]’s last

service was placed on 9/05/14 she contacted us; stating both

her left and right facing chairs were sinking in. A service call was

scheduled for 9/18/14; during the inspection the

serviceman reported the springs and support beams were up to the manufacturer

specifications; the serviceman installed (6) strips of webbing for additional

support.

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

return/exchange her furniture. Based on the serviceman report the both

pieces are up to the manufacturer specifications.

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

us at [redacted].

Kind regards,

Review: We became Conns customers on 07/28/2014 by purchasing a Samsung washer and dryer. We received excellent customer service in the purchase process. On 09/20/2014, our dryer stopped drying clothes. We did not elect the Conns extended warranty, so we contacted Samsung. Samsung sent an A&E technician to our home on 10/03/2014. He informed that the computer board in the dryer needed to be replaced. On 10/11/2014, an A&E technician was sent out to install the computer board and the installation of the computer board did not fix the issue. The A&E technician advised that he believed that it was a heating element. He went to get the heating element, came back and installed it and that was not the problem either. The technician then stated that he believed the computer board they ordered was bad, so another order was placed. The same A&E technician came back out on 10/18/2014 to install the computer board and this did not work either. He contacted a process engineer, that had him continue to test the dryer. The process engineer stated that it could be the motor and submitted a request for a new motor. The technician disputed the process engineer, stating that the motor is working properly. At that time, the A&E technician suggested we contact Conns to request a new dryer, because there is definitely something wrong with this dryer. He stated that we will continue to have problems and once the warranty goes out it will start to cost us. We have previously contacted Conns in the process, and they have sent someone out during a time that we were not at home. I contacted them on 10/18/2014 and they advised that they could send someone out on 10/25/2014. On this contact (10/18/2014), the agent I spoke with was rude and spoke over me several times. We have filed a Revdex.com complaint on Samsung and spoke with someone from their president’s office and they are still scheduled to come to our home on 10/25/2014. They are still trying to install different parts and figure out the issue. The fact that the A&E technician suggested that we replace this dryer as soon as possible, because we will continue to have problems really scares me. I have been unable to dry clothes in my home for over a month. This is costing my family money and time. My husband and I have made several calls to Conns and Samsung. My husband has gone to the Conns location and spoken with the manager and received no resolution. I am really pleading for your assistance in this matter. I am requesting a replacement of my washer and dryer as they were purchased as a set. I do not want any Samsung products. At the very least, I am requesting a replacement of my dryer. Again I do not want a Samsung product.Desired Settlement: I am requesting a replacement of my washer and dryer as they were purchased as a set. I do not want any Samsung products. At the very least, I am requesting a replacement of my dryer. Again I do not want a Samsung product.

Business

Response:

Thank you for the opportunity to

respond to Mrs. [redacted] complaint.

Our records show on 7/26/14, Mr. [redacted] purchased a Samsung washer and

dryer both with a 1-year limited manufacturer’s warranty.

We received Mrs. [redacted]’s

complaint and found she placed one service call with Conn’s on 10/10/14,

stating the dryer is not heating. A service appointment was scheduled for

10/25/14; however Mr. [redacted] informed the technician that another company was

scheduled to complete repairs therefore the service order was cancelled. We

have no indications of any issues Mrs. [redacted] is experiencing with her

washer.

At this time Mrs. [redacted]’s washer

and dryer does not meet the qualification for an exchange. Mr. and Mrs. [redacted]

have been made aware that a Conn’s technician would need to come out and assess

the dryer to determine if the unit can be repaired or if an exchange is necessary

under the Terms and Condition of the manufacturer’s warranty. Mrs. [redacted]

may contact Conn’s service department at [redacted] to schedule an

appointment to have a technical assess her dryer.

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

Customer Service at [redacted]

Review: Saturday [redacted], 2014 we went into your new store here in [redacted] to purchase a couple of Recliners after looking at all the merchandise we decided on a living room set and a TV. We had been to another large store here but decided to go with yours because of the price and next day delivery. Our salesman [redacted] did all our paperwork and explained to us that with our TV purchase there was a 32” that came with it and our furniture purchase also came with a 32” TV, but he chose to not give us the TV in exchange for free delivery. He also sold us insurance warranties for all our products and told us we would need a special cable for our TV a high speed cable and that we would need two of these at 99.00 each, after lengthy questions he told us he had another one that was less which we paid cash for of 59.99. We purchased this item thinking we had to have it in order for TV to work right. After paper work was sign we were told they would call us with details of day of delivery, we would get a 3 hour window and a 30 min call ahead. We went ahead and took both TV with us so all that was to be deliver was couch, loveseat and 2 recliners. When we began to set up TV we found that the Cord we were told we needed we actually did not, as there was one that came with box. That evening [redacted] called and said we were set up for Sunday Delivery And again explained they would call tell us the 3 hour time frame to expect them and a 30 min call ahead.

Sunday **/**/2014 we received a call around 8am telling us truck was running late but that they would call again with 3 hour time frame and 30 min notice. They showed up without any call at 11:30am the last thing brought in house was the sofa, they quickly yanked the tags off furniture and I asked if I needed them I was told no, but they had dropped a set I picked them up and read how to care for. While they were picking up packaging my [redacted] noticed that they wrapped up something same color as couch but at the time did not think nothing of it. They left and we looked over furniture and opened table on sofa to use that when we discovered a piece was missing that was a pad to cover 5 sharp screws and the staples attaching the fabric had been ripped out. I called store and they called drivers to come back out. The drivers explained that they decided to check the back of truck and found missing piece, they wanted to just place it back on and staple it somehow my [redacted] told them no that we had purchased new furniture and expected new furniture the wood was stripped out and no way it would hold the screws. They called warehouse and then told us they would come back and get couch and arrange for del. Of new couch on Monday. They came back at 8pm to get the sofa.

Monday **/**/2014 call came at 8am was told they would be here sometime between noon and 3pm and would call to let us know 30 min before, no call was made they showed up at 12:15 brought in sofa and it was the wrong sofa, now it was a much nicer leather sofa with a can cooler and massage, delivery said do we want it and we said NO it does not match and to us that would be the same as stealing because it was obviously more money than our couch which is micofiber. Retucluntaly they carried it out and told us it would be Tue before they could bring another couch. At this point we went out to the store and spoke with [redacted] he gave us a 10% discount on sofa told us he would try to arrange and morning del. So hopefully my [redacted] would still be home to help, that they would call us and he was very sorry he took notes on the all that I have relayed.

Tue **/**/2014 call came in at 9:30 am telling me that they would deliver between 12:00 and 3:00pm . Three came and went no call so I called Mr. [redacted] and he started trying to call them, they showed up during this time and proceeded to get sofa out of truck when they realized it was broke the recliner at one end would not stay shut it would pop fully open the minute it was shut. They checked everything to make sure nothing was blocking it as in packaging and such. Everything was fully checked but you would shut it and boom fully extended. I at this point called [redacted] and explained I no longer wanted the set of furniture to please come get all of it. I explained we still wanted TV but we was done with trying to take delivery of this furniture and its matching pieces He told me ok he would have to call corporate and find out how to arrange a pick up that it was not something he could just do had to go through proper channels. He wrote a email to the customer service and sent me a copy and I have a order number.. Also on this day the delivery man called the warehouse and explained that sofa was broke his phone was very loud and I was able to hear the other end of conversation, He was asked where and how broke and if I was mad he replied yes and the person on other end laughed and said oh well tell her we can try again tomorrow.

Wed **/**/2014 I received a call from customer service wanting phone number attached to acct. I gave it to them and they said they would call me back. Around 5 I received a call from [redacted] wanting to know if I had heard from anyone and I told him about the call and asked if he had talked to them he told me no and that he was just following up.

Thur **/**/2014 I called customer service and spoke with a [redacted] after reading notes she told me they had tried to call [redacted] but had not been able to speak with him, she placed me on hold and called the store to talk to him and was told he does not come in till 11am and that she would call me back. We have been told that they do not take furniture back unless defective it has become obvious after 2 broken products that the grouping has issues and we do not want them. Time from work and doors have been removed each time delivery was tried. I have read the history of Conns and it is a true American story, but like many of these stories it seems somewhere in the growth common sense and customer service was put to the side. I would think repeat service and word of mouth would be incentives to offer good customer service. We want nothing more than for you to pick up the rest of this grouping that has NOT BEEN USED AND IS IN A SMOKE FREE HOME. Destroy contract and write a new one for the Television, which by the way we are happy with. Repeatedly at store on day of purchase we heard “we strive for 5 “ we also heard this from delivery, please don’t let that be a meaning less saying. Enough is enough items have not been used and we cant use the room they are in until they are picked up.

Sincerely, [redacted] Request # [redacted]Desired Settlement: We want to return the 2 recliners and 1 love seat that was delivered, destroy old contract and write new contract just for the TV.

Business

Response:

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

complaint. Our records show on **/**/14; [redacted] purchased the [redacted] furniture set which consist of four pieces (sofa, loveseat and two

recliners) with a 48-month FurnitureGrad Plan, a 65” LG television with a

49-month Repair Service Agreement Plan and received a free 32” LG television

with his qualified purchased.

We received [redacted]’s complaint and found we attempted to

delivery his furniture set on four separate occasions however; each time the

units were damaged upon delivery. Conn’s agreed to return the complete

furniture set and issue a full refund to his ** account. On [redacted]/14; we

submitted a request to process a credit in the amount of $4167.54 to [redacted]’s ** account.

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

his current GE contract; we have submitted a request to have the refund credited

towards his account. [redacted] may also contact [redacted] with any questions regarding his account. We sincerely apologize

for any inconvenience [redacted] experienced during this process.

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

Sincerely,

Review: Horrible customer service. I bought a new ** front loading washer/dryer on [redacted] 4th. The appliances were delivered a week later. The washer when delivered was off balance. I called service right away but I had to wait a week for service. I was not able to use the washer. The [redacted] came out and told me that the washer was fixed and to make sure I gave him a 5 for his grade. The washer was never fixed. It remained off balance but was usable. I never received a call from Conn's [redacted], service [redacted] nor received their survey. I work **-12 hour days and forgot to follow up with them. This past Saturday [redacted]11/2014), my washer blew up and spilled water all over my utility room. I called service and was put on the list for the 16th of [redacted]. After much yelling and screaming, the store [redacted] moved me up to the 14th. I have not been able to speak to [redacted] since then. I keep **tting the run around. I work in a customer service environment and I have to say that if I treated my customers they way Conn's has treated me and this whole situation, I would be out of a job!Desired Settlement: I want a brand new washer since the one they delivered has been defective since the day they delivered it.

Business

Response:

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

Our records show on */29/14, [redacted] purchased ** washer and dryer both

with a 24-month Repair Service Agreement Plan. [redacted]s washer and dryer

was scheduled for delivery and received in good order on */4/14.

We received [redacted] complaint and found she contacted our

service department on two separate occasions regarding her washer. On */5/14, [redacted].

[redacted] called for service stating her washer was off balance and shaking. A

service call was scheduled for */16/14; the [redacted] tested the unit and unit

tested ok. The [redacted] also verified the washer was leveled correctly; no

parts were required for repair. On **/11/14, [redacted] called for service

stating the washer turned off during cycle and is now leaking water from

underneath. A service call was scheduled for **/14/14; upon inspection the

[redacted] found parts needed to be ordered to complete repairs. Our records

show the parts were scheduled to arrive on **/22/14 however; there was a delay

receiving one of the parts. Once we receive all the necessary parts to complete

repairs, a service representative will contact [redacted] to schedule an

appointment.

At this time we are unable to honor [redacted] request for an

exchan** on her washer; we will need to continue with repairs.

If we may be of further assistance, [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.

Sent: Wednesday[redacted] 05, 2014 9:33 PM

To: [redacted]

Subject: Conn's [redacted]

At the time that I rejected their response, I had already been without the washer for almost 3 weeks. It took my reporting this situation to the manufacturer before anything was done. So, no! I will not accept their pat answer when they did nothing to help me or fix the situation. The manufacturer (**) had to obtain the necessary parts and schedule the repair call to **t Conn's to respond.

Regards,

Review: I received a new refrigerator, stove, dishwasher and garbage disposal a week agol 02/14/15. The delivery man could only install the refrigerator and stove. It took several days to get someone out to install the dishwasher and I am still waiting, more than a week later, to get someone out to install the garbage disposal. Their service people keep awfully late hours, and never seem to be in [redacted] before at least 6 pm, the times they have actually arrived, it has been closer to 9:00 pm. This is highly inconvenient. Please help me get this installation done.Desired Settlement: To get done with this transaction, rapidly and with limited additional inconvenience.

Business

Response:

Thank

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

on 2/8/15, [redacted] purchased a GE refrigerator, electric range, dishwasher

and disposal. [redacted] elected to purchase Conn’s Installation to install her

dishwasher and disposal.

We

received [redacted] complaint and found she was scheduled for delivery and

installation on 2/15/15. Our records show Conn’s delivery team was able to

install [redacted] refrigerator and range however; the dishwasher and

disposal required additional equipment for installation therefore we were

unable to install at the time of delivery. Our records show we completed

installation on the dishwasher on 2/17/15 and 2/25/15 for the disposal.

We

sincerely apologize for any inconvenience [redacted] experienced as a result of

delay. We will mail [redacted] a $50.00 gift card for customer satisfaction;

please allow 7-10 business days to receive.

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

customer service at [redacted].

Kind

regards,

Review: Hello,

My name is [redacted]

I have perchance washer and a dryer,

I bought it from Conn’s, and I have been paying $150.00

That is over $1050.00, they told me the approve me for 2500 credit And I have been paying them $150.00 and I know there is interest, but my bal Should be going down, and they are telling on 649.00 and 650.00 washing and dryer, my pay off would be in 2017, when the total came up to 1600 and some change, I think they miss lead me to believe that this is a credit and I have been paying and I do not see not change in my bal, every time I asked about what is my bal, they are telling me it’s $1400.00 and when I went in for a pay that I way paying I asked the same question what is my bal she is telling $1400.00, something do not sound right, I thought they said this was credit and should be going down now And it’s not, I need some trying under why it’s not….I do not have money to throw away, it’s just my income, husband is on disabilityDesired Settlement: Billing Adjustment

Business

Response:

Thank you for

the opportunity to respond to [redacted] concerns regarding an account.

account is financed with [redacted].

Conn’s does not have access to [redacted] accounts.

[redacted] will

need to contact [redacted] to have her concerns addressed further.Thank you,[redacted]