Conns Appliance, Inc.

Review: set up auto bill pay to start at end of May. Conns took mone out of bank account twice in April after telling them not to. I was assured this would stop and told customer service not to take it out anymore. Well as of today March 7, 2015 it has happened a third time causing three overdrafts to my bank account and an extra 87 dollars in overdraft fees.Desired Settlement: Refund of charges and reimbursement of overdraft fees immediately....this is the only acceptable resolution and no more withdrawals from my account henceforth. As going through customer service has been a waste of time on 2 occasions for this.

Business

Response:

Thank you for

the opportunity to respond to Mrs. [redacted]’s concerns regarding account #Mrs.

[redacted] stated she set up auto bill pay to start at the end of May and Conn’s

took the payment in April causing her account to overdraft.

According to

our records, Mrs. [redacted] has not scheduled the automatic payments through

Conn’s webpay service. The last payment

we received on Mrs. [redacted]’s account was a check in the amount of $181.79;

however, that check was returned by her financial institution due to NSF. We are unable to refund the NSF fees Mrs.

[redacted] is requesting. Mrs. [redacted]

will need to contact her financial institution concerning the NSF fees. We have attached a copy of Mrs. [redacted]’s

payment history for her records.

We value Mrs.

[redacted] as a customer and appreciate her bringing her concerns to our

attention. Thank you,[redacted]

Review: I purchased a brand new in the box 51 inch samsung plaza tv at the end of September 2013. By november the tv began have lines across the scree. I have called since the beginning of December to have the tv fixed and they keep cancelling and or not showing up for the repair. Today I was told that the serviceman is out due to an illness for at least a month and they don't know when they will find someone to come fix my tv. But Conns still wants me to make a payment on a broken tv, when they have no idea if or when it will be fixed.Desired Settlement: I would like to return the tv and receive back all payments I have made towards the tv.

Business

Response:

Thank

you for the opportunity to respond to [redacted] complaint. We have reviewed [redacted] concerns regarding

the repair service on her television.

Our records show on 9/**/13, [redacted] purchased a 51” Samsung

television through RAC and has a 1 year manufactures warranty. All payment questions should be processed

through [redacted] contacted us on 12/*/13, for service stating there was a vertical

pink line on the left side of the TV. We

attempted to schedule an appointment on the customers’ behalf however we did

not have a full serial number. We spoke

with [redacted] on 12/**/13 and obtain the serial number and scheduled a service

call for 12/**/13, which was the soonest date available for us and the

manufacture. The technician assessed the

TV and found the module assembly needed to be replaced. The part was ordered and once received the

customer was scheduled for 1/**/14 to complete the repair.

If

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

ext [redacted]

Sincerely,

Customer

Relations Officer

Review: Over the course of three years, I purchased items from Conns on three occasions. Each of the purchases was set up on a different account. After a year, I fail 30 days behind on one of the accounts. I inquired about a refinance and consolidating the three accounts. I was told that I had to bring the account current by making a down payment. I made the down payment and about two weeks later they sent out a new contract. Attached to the contract was a life insurance policy. I rejected the policy and they voided the contract. After a month of collection calls, they sent out another contact. I signed and sent the contract in by mail and fax. I begin making my payments based on the contact. Three weeks later, I was told that the contract was sent in past the deadline and they could not honor the contract. In addition, they charged late fees and added interest on the accounts as well as reported negatively to the credit bureau. In an attempt to settle the accounts I contacted corporate office and tried to set up a payment plan. Thirty minutes after setting up a plan, I begin receiving calls informing me that I was delinquent and I needed to immediately make a payment. This continued about every two hours up until nine. Conns have used deceptive collection practices, such as the agreement to consolidate and refinance only to collect a fee. They had no intentions of honoring the agreement made. In addition, they continue to make calls about every hour throughout the day with the same promise of restructuring the loans.Desired Settlement: I would like them to work with me and honor the contract as agreed upon.

Business

Response:

Thank you for the opportunity to assist Mr. [redacted]’s

concerns regarding his accounts. Mr.

[redacted] has been working with our refinance team to combine his three invoices into

one monthly payment.

According to our records, we mailed Mr. [redacted] a

refinancing contract on October 26, 2013.

Mr. [redacted] refused to sign because

there was life insurance listed on the contract. A second contract was sent to Mr. [redacted] and

was received on November 21, 2013.

The second contract was incomplete and missing signatures. We then sent a

third contract to Mr. [redacted] on December 4, 2013 and we could not honor that contract

because it was received after 30 days. We sent another contract to Mr. [redacted] on

April 15, 2014

and we received that contract on April 21, 2014. The contract is incomplete and missing

signatures. We have mailed the contract back to Mr. [redacted] to obtain the missing

signatures. We also attempted to contact

Mr. [redacted] to let him know he would need to complete the contract to proceed with

the refinance request, but there was no answer.

The current contract will expire on May 14, 2014. It will need to be completed and returned to

us on or before that date to proceed with the refinance request.

We will honor Mr. [redacted]’s request for refinance once we

receive the completed contract within the allotted time frame. We value Mr. [redacted] as a customer and apologize

for any inconvenience he has experienced in this matter.

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: I scheduled a card payment over the phone to come out on Friday, [redacted]. TWO payments were actually charged to my account on that day. When I called Friday, the lady I spoke with told me that there was no record of it on the Conn's side of the system so I needed to call my bank or that it may be incorrect and would eventually just drop off (at this time the charge was still pending). Fast forward to Tuesday the following week when I wake up and my account is overdrawn because Conn's did in fact charge me twice and in doing so caused me to incur at this time 3 overdraft charges of $34.00 each. I called immediately to get the money refunded understanding that mistakes happen. I faxed the statement and wasn't notified until I called in hours later that it was never received. In fact I ended up faxing/emailing my statement to them 5 or 6 times over the next 3 days. No one ever calls to say they didn't receive it or that it wasn't acceptable. I always find out days later after trying to contact them over and over and getting no where. Then it was like starting all over. They finally confirmed getting my paperwork on Friday the 20th and said it would be 24 to 72 hrs for "processing". I called on Wednesday (the 3rd day) and [redacted] said it would be done by the end of the day. It was not. My final response from them was today ([redacted])saying that it had been processed just that morning and it would take yet another 3-5 PLUS 7-10 business days for me to actually receive my funds.I do not feel like waiting almost a month to get my money back is very reasonable. Not to mention MOST of the staff I spoke with at the "help desk" or "offline dept" projected a tone of annoyance and basically didn't care to help move the process along any faster. I am a reasonable person and understand that mistakes happen, but a MONTH for processing and receiving my funds is quite outrageous. And to top it off they only offered to repay FOUR of the SEVEN overdraft charges I ended up accruing.Desired Settlement: I want the remaining 3 overdraft charges refunded to me by Conn's, in the total amount of $102.00 ($34.00 each)

Business

Response:

Review: I paid my CONNS bill on the [redacted] of March 2014 at 15:18 for both of my accounts. I always pay more than my due and at this time I paid $195.24 which was credited to the wrong account [redacted] to a [redacted] and $124.20 was credited to account [redacted] to a [redacted]. Conns have been calling me 3 to 6 times a day harassing me that my payment is late. I have explained this to them every time and they put a work order in to corrected which they only corrected one wrong transaction. I have been home on bed-rest after having cancer removed and they have continued to harass me for their mistake.Desired Settlement: Refund for the loan and charges for the harassment, by law they can not call me that many times every day.

Business

Response:

Review: On November 8, 2013 I made a purchase of a livingroom set (couch, loveseat and chair) along with a refrigerator totaling $3073.65 and paid $282 down. two weeks later I received the fridge and love seat and was told the couch and chair was on back order. I received calls weekly that my merchandise was being delivered and would sit at home waiting. Sometime around Christmas while I was at work a delivery attempt was made but I wasn't home to receive it. I went to the store and made personal contact with one of the managers that I was no longer interested in the purchase but would keep the loveseat since it was already in my possession. My account was seperated in to two accounts (I assume the creative contract was because the sales rep received his comission). I have not received assistance in combining the two accounts in to one affordable payment I instead receive 8-10 phone calls a day. My references also receive 8-10 calls a day . In February I submitted a voluntary repo and to this date I have not been contacted for pick up, I instead receive calls for payment. I have made payments on the refridgerater because I was told that in order to have the payments combined I needed to have one account current. This was not true. This is Harrassment and not customer service. I will never make a purchase from Conns again.Desired Settlement: I would like to report and have Conn's stop contacting the references I provided to them. This is a form of harassment.

Business

Response:

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

regarding account [redacted]. According to

our records, Mrs. [redacted] signed two 32-mo contracts on January 2, 2014. One

contract contained the refrigerator and one contracted contained a love seat.

Mrs. [redacted] contacted Conn’s on February 17, 2014 to

request we combine her two accounts. We

were unable to combine the accounts due to one account having a 12-mo

no-interest financing option.

However, as an exception and a goodwill gesture, we are willing to combine

the two invoices and reinstate Mrs. [redacted] 12-mo no-interest financing

option.

We

appreciate Mrs. [redacted] as a customer and sincerely apologize for any

inconvenience she has experienced in this matter.

Business

Response:

Thank

you for the opportunity to respond to Mrs. [redacted] concerns regarding account [redacted]. According to our records, Mrs. [redacted] signed two 32-mo contracts on January 2, 2014. One

contract contained the refrigerator and one contracted contained a love

seat.

Mrs. [redacted] contacted Conn’s

on February 17,

2014 to request we combine her two accounts. We were unable to combine

the accounts due to one account having a 12-mo no-interest financing

option.

However,

as an exception and

goodwill gesture, we are willing to return the love seat instead of listing it

as a repossession and reinstate Mrs. [redacted] 12-mo no-interest financing

option on her current account. As well

as reverse any credit marks Mrs. [redacted] may have received due to this

matter.

We

appreciate Mrs. [redacted] as

a customer and sincerely apologize for any inconvenience she has experienced in

this matter.

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 accept on the condition that Conn's sends a letter on business letter head confirming what has been submitted to Revdex.com: " as an exception and goodwill gesture, we are willing to return the love seat instead of listing it as a repossession and reinstate Mrs. [redacted] 12-mo no-interest financing option on her current account. As well as reverse any credit marks Mrs. [redacted] may have received due to this matter."

I would like to know what the balanced owed is on the love seat (if any) and would like that in writing as well. If the balance is $0 please indicate in the letter.

------Also, I am still receiving calls and hang ups from Conn's 3-4 times a day. I am current on my fridge so I don't understand why & what I am being harassed for.

Business

Response:

Thank you for the additional opportunity

to respond to Mrs. [redacted] concerns regarding account #[redacted]

The account has been closed and

all negative credit marks have been removed.

Mrs. [redacted] will receive a close-out letter within 30 days of the

account closing.

We value Mrs. [redacted] as a customer

and sincerely apologize for any inconvenience she has experienced due to this

matter.

Review: Product was misrepresented by salesperson- They informed us that the TV was wifi capable and was a Smart TV. It is not either one of these. They also told us there was no extra charge for warranty and still charged $189.99 for the warranty. They added $79.63 Property Insurance that we do not approve of. This TV is available at [redacted] in the store in stock all around the Houston area for $599.99 they charged us $669.99 and said it was a better and different TV.Desired Settlement: Refund or Credit of $339.00 difference for Insurance, Warranty and difference in Price. Also include a warranty at no charge that the salesperson promised.

Business

Response:

We have received Mrs. [redacted]'s complaint. We are currently researching her concerns to better assist her.

Review: We purchased furniture from Conn's. It was delivered with damage. The damage was notated and called in by the delivery driver. They offered us a new set, 10% off, or repair. We told them that we wanted it repaired. We have had the furniture 4 months. We have expressed that the furniture needs to be repaired and they said they have no record for repair. We told them that they should have record of the delivery driver to talk to him because it was notated. We have been paying but refused to pay until furniture is repaired. I have called corporate office 3 months ago and told them about the damage. They have yet to resolve the issue.Desired Settlement: We would like our furniture repaired like promised.

Business

Response:

Review: I sent a letter to the Conn's Corporate office on March 29, 2014 and as of today (just over two weeks), I have not received a reply, in reference to my complaint. The laptop in which I purchased on August 29, 2013 has had problems constantly and was taken in for repairs five times in about a six month period. (The first repair was only five days after the purchase). Since then, we have taken it in for repairs five times and is still not working properly today. Due to the constant problems, I requested a replacement, which they denied. So, in the letter to the Corporate office, I requested a "cancelation of the contract." I am not sure if there is such a thing as a "lemon" laptop, but as I told them, I believe that is what I have. My husband refuses to take the laptop in again for repairs, since they have failed to make complete repairs, in the past. It may appear that it is working when we are at their repair service location, but it does not work properly when we leave there. As a matter of fact, the repair technician was still having problems on it when we where there on March 6, 2014. When I purchased this "new" laptop, I expected it to operate like a "new" one, not a "refurbished" one.Desired Settlement: I would like to get a refund for what I have paid into my account and just cancel my contract and not have to deal with Conn's any longer.

Business

Response:

Thank you for the opportunity to respond to [redacted] complaint. Our records show on 8/29/13, Mrs. [redacted] purchased a Toshiba Satellite notebook with a

25-month Repair Service Agreement totaling $757.73. We have reviewed Mrs.

[redacted]’s service history and found the 5 service calls on file were due to

software issues. Although Mrs. [redacted]’s

issues were not functional failures. The

repair service agreement covered the system restores to resolve the issues. Therefore, we are unable to honor Mrs.

[redacted]’s request for a refund. Mrs. [redacted]’s service

history is as follows:

9/03/13- Mrs. [redacted]

contacted us stating her notebook was not reading the disc and asking to

delete programs. A remote technician attempted to troubleshoot the

notebook over the phone, but then requested Mrs. [redacted] to bring the

notebook in for review. After

inspecting the computer the technician found the CD/DVD drive was not

connected to the internet and educated Mrs. [redacted] on how to use the disc.

11/19/13- Mrs. [redacted]

contacted us stating the notebook’s pop up blocker was not allowing her to

print out documents. The remote technician found Mrs. [redacted]’s

notebook had an operating system and configuration issue; this issue was

fixed remotely and unit worked properly.

12/02/13- Mrs. [redacted]

contacted us stating she was having the same issue as before, the pop up

blocker was not allowing her to print any documents. The remote technician found Mrs.

[redacted]’s notebook had 1800 errors; Mrs. [redacted] was advised unit would need

to be taken in to service for further assistance. Mrs. [redacted]

brought her computer into service and the notebook was completely

restored, tests were completed and unit tested ok.

2/06/14- Mrs. [redacted]

contacted us again stating her computer was having a lot of pop up issues.

The technician determine the operating system software had to be restored,

once complete the computer tested ok.

3/05/14- Mrs. [redacted]

contacted us regarding her notebook; stating the unit was not connected,

showing internet error, could not go to folders, and settings show unit

connected. A technician ran a diagnostic test on unit and no problem

were found; Mrs. [redacted] requested to have the unit restored, item was

restored and tested ok.

A copy of the Repair Service

Agreement has been included in our response.

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

Kind regards,

Conn’s Customer Relations

Review: Yes hi my name is [redacted] and I have notice that conn's was charging for life insurance that I did not want and I asked who was providing the insurance they said they can't providing that information I wanted a total refund for the time I was charged for it they would not give. So I paid off the TV so I don't get charged for the insurance. they also said I signed for it but on the contract their were no signature on it were the insurance was but they said it was on the contract at headquarters. I think this is fraud to make people pay for something they did not want.Desired Settlement: I want a refund but also to check if they are making people pay for something they did not want in the first place.

Business

Response:

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

account #[redacted] According to our

records, the account number provided by Mr. [redacted] is listed under another

name. We

believe in protecting the privacy of our customer’s and we take these

allegations seriously; therefore, we are unable to release any information to

Mr. [redacted] about this account at this time. Please include any editional information to assist us in

completing your inquiry and we will research Mr. [redacted] request.

Review: bought a [redacted] sound bar system back in 08/20/2012, bought also the extended warranty, in the two years I had to take the product back 3 times to get fixed for the same issue, on this 3rd encounter conns service department told me, that the warranty had expired on 08/20/2014 and cannot do anything about it, also contacted corporate office on 09/23/2014 spoke to [redacted] and told me the same thingDesired Settlement: I just want the original purchase price to be credited back so I can replace the soundbar system

Business

Response:

Thank

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

show on 8/20/12,

[redacted] purchased a [redacted] soundbar with a 24-month Repair Service Agreement

which expired on 8/20/14.

We received [redacted]’s complaint and found he contacted us on three separate

occasions regarding his soundbar.

· On 9/29/13 [redacted] contacted us; stating

one of the speakers were not working and making a buzzing sound. The

soundbar was received by service; the technician tested the sound and no

problem was found unit working correctly.

· On 10/23/13 [redacted] contacted

us; stating the sound would cut on and off. The soundbar was received by

service; the technician tested the unit and found the soundbar was

malfunctioning and needed to replace the main PCB. The technician ordered

the part on 11/01/13; the part became

available on 11/07/13. The repair

was complete on11/08/13; the technician

replaced the main PCB and tested the soundbar it tested ok.

· 9/22/14 [redacted] contacted

us; the soundbar is not working, the aux input was not working, and the

soundbar was shutting off and on. The soundbar was received by the

service department on 9/26/14. The

technician tested the soundbar all day on 9/29/14; no problem was

found the technician was unable to duplicate the problem [redacted]

reported.

Although

[redacted]’s warranty has expired as a onetime courtesy Conn’s agreed to waive

his assessment fee. Based on [redacted]’s service history his soundbar

does not qualify for an exchange. Therefore, we are unable to honor his

request to return/exchange his soundbar.

[redacted]’s soundbar is being sent back to the store, he will be

contacted once it has been received.

If

we may be of further assistance, [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.

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

I don't agree with the response because the extended warranty had been expired 4 weeks only and its the same issue as before according to the tech

Regards,

Review: I purchased a new [redacted] French door Refrigerator from Conn's Appliances on [redacted] approx. 1 year ago. I also purchased a 4 year extended warranty. My refrigerator stopped cooling this past weekend and I lost about $[redacted] worth of food. I called the service number [redacted] and explained the problem. I did not hear from them or a technician so I called them approx. [redacted] and they told me they had forwarded the problem to the technician. They gave me the phone number or the person who was supposed to contact me and set up an appointment. I called that number and left a voice mail as he did not answer his phone. I called Conn's [redacted] and they tried to contact the technician. The Conn's person told me he could not reach him either so he left a voice mail with my information. Now it is [redacted] afternoon [redacted] and I still have not heard from Conn's or the technician. This service is unacceptable and I am not happy. At this time I am considering legal action of some sort against Conn's. I consider this to be fraud.Desired Settlement: Refund of all money paid for extended warranty.

Business

Response:

Thank you for the opportunity to respond to Mr.

Evans’ complaint. Our records show on [redacted] purchased a [redacted]

refrigerator with a 24-month Repair Service Agreement Plan. On [redacted], Mr.

Evans contacted us stating the freezer is icing up, not making ice and the

panel is out on the unit. We attempted to schedule a service appointment to

assess [redacted] repair needs however; the service technician did not have the

correct phone number to contact [redacted] to verify an appointment date. We

contacted [redacted] on [redacted] to discuss his concerns; upon conversation [redacted] informed us that he was contacted by the service technician and is

scheduled to have his unit assessed today. Once the technician inspects [redacted]refrigerator we can determine repair needs. As of [redacted], we have mailed

a food loss claim to [redacted] to begin processing the claim. We sincerely

apologize for any inconvenience [redacted] experienced during this process and we

are committed to resolving this issue in a timely manner.

If we may

be of further assistance, [redacted] may

contact Customer Service at [redacted].

Kind regards,

Customer Relations

Review: On [redacted] my television suffered a lighting strike. I have had to jump through many hoops to get the insurance department to acknowledge that the insurance I purchased covered this issue. When I finally was scheduled for a service technician to come and do an estimate on the item. The technician called and asked what happened he said he would just "phone in" for the parts. I informed him that with this being an insurance issue I wanted him to physically come and check the item. He then told me he would get to me last because I was closest to the service center. I informed them that if he did not do his job right I would follow him to the service center to speak to his supervisor. The technician never showed. I took time off from work for nothing. The next day the the service center manager said they would not be servicing me. I was outsourced to a company out of [redacted] for a service call 2 weeks later. This company also did not show up and claimed they were faxing the estimate to Conns immediately. It is [redacted] and I still have NO resolution .Desired Settlement: I would like the set replaced and an apology for terrible service. I have spent hours on hold with this company listening to the automated message boasting their "Great Service and appreciation for their customers"

Business

Response:

Thank you

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

reflect that [redacted] purchased a television w/ a 1 year manufacturer’s

warranty only on [redacted] via invoice # [redacted].

[redacted]’s claim was an insurance claim. Therefore, Conn’s Service Department

was hired as the vendor to complete the inspection on [redacted]. A service call

was sit up for [redacted] between the hours of 4-6PM. [redacted] stated that he

was told 8-10AM and insisted that the technician come that morning. After being

told that it would not be possible, [redacted] began calling the service

center managers and corporate office managers demanding service that morning.

The scheduled technician reported that [redacted]’s speech was aggressive

towards him over the phone, and he then threaten to follow him back to the

office. The technician felt threaten and refused to visit [redacted]’s home.

The

insurance representative was informed of the technician’s position regarding

not visiting [redacted]’s home. Conn’s Service Department then requested

that the insurance representative hire another 3rd party vendor to

complete the inspection. The 3rd party vendor scheduled [redacted]’s inspection for [redacted]. The inspection and estimate was completed

and submitted to the insurance company sometime on or after [redacted].

[redacted]’s

claim was approved and the replacement was completed on [redacted]. We apologize

for any miscommunication on our part.

If we may be

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

Kind

regards,

Review: I bought furniture from Conns 30 months ago on a 36 month contract , conns said to have proof of insurance, as for as Homeowners Ins. I told I have insurance on house since I bought it in [redacted]. So I recently faxed Conns all my declaration pages from [redacted] to present. To see how much it would reduce my final payment, they cant seem to find it so I faxed Conns again That was a week ago, They have yet to acknowledge receipt of the fax even thou I can show proof. They will not accept my Homeowners ins. I guess, Everyone I talk to gives me a different answer.One person from Conns did tell me it wouid reduce my final payment by approximately $15.40 a month for the last 30 months thats over 450.00 off my final of 755.00Desired Settlement: Conns should remove or take off their amount of ins. off my balance

Business

Response:

Review: I have been trying to get warranties cancelled for quite sometime now. Since I was given the wrong information at the time of purchase the salesman told me 299 for each which I took $2.99, however it was not. Once I found out this information I then followed the proper protocal that I was given to cancel the warranties. This was in [redacted] it is now [redacted] and Conn's has yet to do what I asked and what I was told they would do instead I constantly get calls from the collection dept to which I very nicely reply to each one of them the same exact story and ask them every time to please put all this information in my account notes. Since they say that this call may be recorded then they should have all this info over 50 times for sure. I was told by a lady named [redacted] with Conn's that Conn's has recieved my request and that they want to cancel the warranties and also close the entire account. Well that has yet to be seen. I am now being threatened with Conn's saying that they will report this on my credit. They are saying that I owe them $600.00 the warranties that I tried to have cancelled after purchase total up to a total of $600.00 which would mean that the account woule be paid in full.Desired Settlement: I would like to see a letter of apology from Conn's for dragging thier feet and I would like to see the warranties cancelled and the account closed. I would like to see the letter of apology for one main reason, that reason being: if you owe someone money they are quick to call to collect but when the company is at fault for their mess up they drag their feet as Conn's has been doing since [redacted]

Business

Response:

Review: I entered an purchase agreement with Conns for a total amount of $2864.22 (includes insurance. I have paid $2876.22 and still have a balance of $72.38

I have a year same as cash agreement with Conns. Today is the last day for this option or I will owe $1500 for insurance cost. I have been on the phone with customer service twice a week for the last two months and can't solve this problem. I'm told someone form billing will contact me within 24 hours. Have yet to get a call. They won't send me an itemized list of charges nor will they inform me as to what this cost is for. My contract states that I have borrowed $2,617.31 and upon payoff a charge of $246.91 for insurance. On [redacted] I spoke with [redacted] from customer service saying that if I paid $12 my account would be closed for filling my obligations. She also made a note in my account stating that I wanted a call from billing to confirm the status. As soon as I hung up with her I made the payment by phone so Conns would receive payment that night. I waited the 72 maximum time limits they have and called back. I was told they reviewed my account with no changes. I asked for an explanation for their decision. The customer service rep did not have any info just that he would mark my account for investigation and someone would be calling me with in 24 hrs. Still have yet to get a call and once again I called back. I just got off the phone and was thrown through the loop again and was told someone would be investigation my account again. This employee could not give me any more information as to what the cost is for. I'm stuck and need help to solve this problem as in getting nowhere dealing with Conns. I have printed all my payment information from the bank and have read the contract over and over and cannot find any additional cost I could owe. Today is the last day before they charge insurance so I hope we can find a solution as soon as possible.Desired Settlement: I don't want a refund I just want what was promised on the terms of the contract. I have paid for the purchase and now it's time for Conns to fulfill the obligation and close my account. I just want this to be solved and I don't have to waste any more time waiting for someone to call or help a customer and give or find the answers they are looking for.

Business

Response:

Review: We purchased a living room set on November 1st 2014. It took 5 different deliveries to finally get a couch that wasn't ripped or torn when it came off the truck. As of December 1, 2014 we have still YET to receive our love seat. Every time it has been delivered it has had a rip or hole it in also. When Conns did come out to deliver the "repalcement" love seat they only brought half of it. Both sides were delivered with holes in them. My husband was trying to handle the screaming baby and deal with the delivery guy trying to deliver us the wrong couch ( we ordered leather, NOT suede). In all of the chaos he missed the holes on the bottom of the loveseat until after the guys had just drove away. We immediately called the warehouse and they were to send a guy out the next morning to look at it. It was determined that the front of the couch had been scooted across the concrete probably in the warehouse or on the truck or soemthing. I just want what I paid for! These were not cheap couches. WE paid $6,500 for the set. We chose real leather so it would last and hold up against the kids. Conns [redacted] has done absolutely nothing to help make this right. I have called the Conn's store on more than one occasion. I was basically told by the store manager at the [redacted], Tx store that there is nothing he can do to insure that I receive the furniture that I ordereed. He told me that I had to take it up with the warehouse. When I go into a store and I am promised the stars when spending my hard earned money then I expect to get the product that I purchased. This store is the bigest joke their ever was. I have called everyone I know to call and have even emailed the corporate office and haven't gotten a response from anyone. I sure hope Conn's does the right thing and makes their wrong a right!Desired Settlement: I would just like to recieve the items that I paid for in new condition. Not with holes in them upon delivery. It should not take 5 attempts to deliver furniture before you get a piece without a hole in it.

Business

Response:

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

complaint. Our records show on11/01/14, Mr. [redacted]

purchased a [redacted] Dual reclining furniture set which consisted of six

pieces; sofa, console, (2) recliners, left side front recliner, and right side

front recliner with a 48-month [redacted] Plan on all six pieces. Mr.

[redacted] elected to have his furniture delivered.

Mr. [redacted] was scheduled for delivery and received his two

recliners on 11/02/14 in good order; however during delivery Mr.

[redacted] refused the additional furniture pieces because he found the

furniture pieces were damaged. Mr. [redacted] delivery was rescheduled

for the remaining furniture pieces. On 11/04/14, Mr. [redacted] received his furniture console in good order;

however he refused delivery on the Mr. [redacted] received his

console furniture piece left side front recliner, right side front recliner,

and sofa due do damages. Mr. [redacted] received his sofa on11/09/14 in good order and due to damages on the left side front

recliner and right side front recliner he refused delivery and delivery was

rescheduled.

After researching Mr. [redacted] complaint we found multiple

attempts were made to delivery Mr. [redacted] his left and right recliners;

however after many failed attempts the furniture pieces were no longer available

on back order. As of 12/09/14, Mr. [redacted]

delivery has been completed. We attempted to contact Mr. [redacted] on 12/16/14 regarding his last delivery, but we were unsuccessful.

We sincerely apologize to Mr. [redacted] for the experience and any

inconvenience that has been caused as a result of delay.

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

Customer Service Department at1-877-358-1252.

Kind regards,

Review: On paper, Conn's sold me a brand new 5-pc dining room set. However, what Conn's delivered was a used furniture set with blemishes, scratches, and dust. I have been calling Conn's since the exact day the furniture was delivered three weeks ago for an exchange.I have made more than 15 phone calls to Conn's, have written five or more e-mails to Conns customer service, and have walked back into the store where I bought the furniture and spoken to [redacted] who has promised over and over to do something, but neither [redacted], nor the warehouse, nor all the managers at Conn would like to remedy this situation. Conn's has refused to correct this act of fraudulence. What Conn's is waiting for is for the 30-day waiver/cancellation deadline to expire next [redacted]), and they will claim that the product was non-returnable because they deadline has passed.Every chair has a stain, a scratch, and dust on all sides. The table has awful scratches, blemishes, dust, and damages on all sides from where the warehouse tried to assemble them or from where they displayed it as a floor sample. I took pictures of each product and will send it to Revdex.com, to the [redacted] Chamber of Commerce, to the [redacted], and to any other agency that handles fraud.Desired Settlement: I have been trying to receive a replacement since the last week in [redacted], but Conn's will not comply with me. I guess Conn's would rather deal with you (Revdex.com), with the [redacted] Chamber of Commerce, and with the [redacted] than deal with me. I will send you all evidence: phone bill with itemized phone calls to Conn's, e-mails to Conn's, and the pictures of the defective merchandise.

Business

Response:

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

[redacted] purchased the [redacted] dining set which consist

of five pieces ( dining table and four

chairs) with a 1-year limited manufacturer’s warranty.

On [redacted], we attempted to contact [redacted] to discuss her

concerns however; we were unsuccessful in our attempts. After further review

and research of **. [redacted]’s complaint, Conn’s has agreed to exchange her

dining set. We sincerely apologize for any inconvenience [redacted]

experienced as a result of delay.

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 because Conn's did not offer me any exchange. Conn's plans to send out someone from the service department to come to my house and LOOK at the problem.

Conn's did not make me any offer for an exchange. An employee fom Conn's is simply coming out to my residence on [redacted], to look at the scrathed and blemished dinning room furniture, just to look at it. What good is that doing me as far as resolving the problem? The person woth whom I spoke on [redacted], did not mention exchanging the damaged furniture with a new one.

Review: I have been a customer at Conn's in [redacted] for many years and never had any issues until now. I financed a purchase and made the MAXIMUM payment, on time every month, as to avoid the extra interest. So I would only pay the cash payout amount. However, when it came down to the last $100 which was to be split into 3 payments, I authorize Conn's to deduct the amount automatically as I had done with all other payments, however Conn's never withdrew the money. I was never informed that the payments were not made. Which is curious because Conn's always called me before if I needed to set up my automatic withdrawal. I did finally get a call from Conn's months later to collect a payment. This confused me because I believed my account was payed in full, as I authorized the payments for the remaining balance. The $100 payment that was left on my account is now over $600 and Conn's refused my review, because some much time has passed. I know and believe Conn's purposefully did not apply my payment so that I would incur all the interest I knowingly tried to avoid. This practice is outrageous to me as a consumer! I can never feel comfortable shopping with a company like this again, they cannot be trusted. I have tried speaking with many people that work for Conn's including the manager and corporate office and still have no resolution, they simply want me to pay all of the interest, not even considering that I have been a loyal and faithful customer. I am very disappointed by the "customer service" at Conn's!!Desired Settlement: I would like for Conn's to realize the practices that they are doing, not apply payments that are authorized, so consumers are forced to pay all of the interest whether they are making maximum payments or not. I would like for Conn's honor by payment history and live up to their agreement with me of the cash payout amount I should have received. I realize that looking at dates it may seem as if I didn't pay by the payment date, but this is only because my authorization was not honored by Conn's.

Business

Response:

Thank you for the opportunity to respond to Mr.

[redacted]’s concerns regarding account #[redacted]. Mr. [redacted]

stated he authorized the last three payments to process before his Cash-option

expired so he would not have to pay the interest on the account; however we did

not process the payments on the account.

According to our records and recorded calls, Mr. [redacted]

called on [redacted] to discuss the account balance. He asked at

that time to set up automatic payments to pay the account off before the

no-interest financing promotion expired. The

collection agent informed Mr. [redacted] that he was unable to schedule automatic

payments and would need to transfer him to customer service. Mr. [redacted]

stated he would do it later because he did not have time and disconnected the

call.

Mr. [redacted] did not call back to schedule the remaining

payments.

On [redacted] a letter was sent to the address

on file for Mr. [redacted] informing him that the no-interest financing would

expire on [redacted] if the remaining balance was not paid in

full.

As of [redacted] the payoff balance on the

account is $[redacted].

Please note, the payoff balance is updated

daily. If Mr. [redacted] would like to pay the balance in full; we ask that he call

the day he plans to remit the payment for an up-to-date payoff quote.

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 am responding to a case that has been closed by the Revdex.com, complaint id: [redacted] this case was closed and presumed resolved, however there was no resolution. As I stated in the original complaint Conn's accepts no responsibility in the delay of my account being paid off. They simply want me to pay off all the interest that was incurred as a result of them not honoring my request to set up the automatic withdrawal for my remaining 3 payments. As acknowledged in their reply, [redacted], I did call to set up my last payments however they claim that I disconnected the call and never called back. They also stated they sent me a letter through the mail [redacted], informing me of my payments not being made. This is completely untrue! I never knew anything about my account not being paid until months later when someone called me to collect the now $[redacted] payment. It makes no sense that I would make maximum payments on my account the whole time my account was active ( I've been a customer at Conn's for years). It also makes no sense that I would call to set up my LAST 3 payments and then hang up and not call back. It makes no sense also that I would receive a letter from Conn's in Dec. informing me about the issue and I would do nothing to resolve it. None of these things add up but this is what Conn's would have you believe. I am infuriated at the accusations Conn's is making against me at this point. However, I am not surprised because I do not expect them to tell the truth of the matter, which is that they deliberately did not set up my automatic withdrawal so that all my maximum payments would be null and void and I will now have to pay the full interest amount. d ignoring a letter the

Review: I had purchased a lawn mower from Conn's on 8-*-2012. Since this time the mower had been in the shop 4 times. I have only used the mower 4 times total to try and cut my grass. Each time there has been an issue with the mower. I have sent it in for repair and was told by the store manager [redacted] that the mower would be replace after the third time of repair. this was due to it being a lemon. After the third time the service dept asked me to give them another chance to repair it. I said no at first because of all the issues I had already. we talked more on the subject and I said I would give him one more chance but if it was not fixed, I would send it back in for replacement. I got it back and it was still not fixed. I sent the mower back in and now I am being told they can't replace it because they do not sell mowers any longer. I told them that is not my problem and I would not accept anything other than a replacement or my money back. I have called the corp office and was hung up on once. they said it was the service managers call to replace it. The said if it could be repaired that is what they would do. I explained my problem and still no help. My service agreement says after 3 times it is considered a lemon and should be replace with a new one or to give a refund of store credit, check or gift card of the value. I am asking for a replacement or refund because I do not feel I can get the service I paid for. Conn's has only given my lies and false promises. I am very disappointed after all the years I have been with them that they would treat me this way. At this point, I do not know if I will every do business with them again. I am not asking for much, just what I am due.Desired Settlement: I would accept a new mower in exchange or a refund of the purchase price of the mower and warranty. I will accept a refund as a credit on my account or check payment.

Business

Response:

Thank you for the opportunity

to respond to [redacted]’ complaint. Our

records show on 8/**/12, [redacted]’ purchased a Toro push mower and 36-month

repair service agreement with us. We

have reviewed [redacted]’ complaint and repair history and found his mower

does not qualify for an exchange at this time.

Three of the four completed service calls shown below indicate the mower

had not been properly maintained.

On 5/**/13, [redacted]’

contacted us stating the mower would not crank.

Upon inspection the technician found the mower had bad gas in the

carburetor/bowl. The technician cleaned

the carburetor and the complete fuel line system. Although the repair was not covered by the manufacture

warranty or repair service agreement Conn’s repaired the mower at no charge to [redacted]’.

On 7/*/13, [redacted]’

contacted us stating the lawn mower throttle or chock rod continued to stick

and the mower shuts off. Upon inspection

the technician found the kill switch was dirty causing the switch not to have a

good contact. The technician clean the unit

and adjusted the self propel again at no charge to [redacted]’.

On 7/**/13, [redacted]’

contacted us stating he was having the same issue and that this was the third

time his mower was in service. The technician

assessed the mower, replaced the carburetor and cleaned the dirty spark plug.

[redacted]’ contacted

us recently on 3/**/14, stating this was the fourth time his mower was sent to

service for the same issue and he wanted an exchange. A service call was set-up and upon inspection

the technician found the kill switch on the brake assembly was rusted which

caused the switch not to have good contact.

Although rust is not covered under warranty we replaced the brake

assembly which would have been covered under warranty had it not been

rusted. ** Please reference picture

attached.

[redacted]’ has been

contacted by the Service Manager regarding his concerns and is aware his mower

has been repaired and is being sent back to the store to be picked up.

If we may be of further

assistance, [redacted]’ may contact us at [redacted]

Sincerely,

Customer Relations

Officer