B And B Movers

Review: On [redacted], I purchased a stove/oven from Conn's and it was delivered about the [redacted] The first time I used the oven was on [redacted] for a dinner party with friends. When I tried to turn the light on to look in the oven, the door locked and I got an error code on the control panel. I was able to unlock the door with the "cancel" code and finished my dinner in the toaster oven. The next day I called the salesman and told him what had happened and he told me it would be taken care of. Because this was a warranty issue I had to wait for a third party repair service to call me. To back up to the day we made the purchase, this was a floor model and had an "as is" sign on it. I asked the salesman if that meant there was something wrong with it and he said "no, it was just a floor model and because it would not be delivered in the original packaging, they had to show it "as is". We also discussed the service contract which they wanted me to buy at which time I asked "doesn't it have a one-year warranty" and he said "of course" At no point was I told that because it was a floor model, I would not be covered. The invoice did state "no refunds, or returns" but being the trusting person I am, did I ever question the fact that if it did not work, that would apply. The service man came on [redacted], checked the oven, and said he would have to order a new "control panel" which he did and returned on [redacted] with a new panel. It still gave the error message, so he said he would have to get another control panel. He returned on the [redacted] with another one, it appeared to work well, but on the [redacted], I tried to use the oven and when I tried to turn the oven light on, the door locked and we got the error message. He returned on the [redacted], called the factory to see if they had any suggestions, worked with the tech line, but now has ordered the 3rd control panel. Conn's is telling me that since it was a floor model I have no recourse and I am stuck with it!!! Not acceptable!!Desired Settlement: Originally, after the third service call I asked them to pick it up and allow me to purchase a replacement. (Which will cost more!) However, since they have been so disagreeable, given me the runaround, and have changed their story every time I have calld, I want a refund and I will purchase a stove/oven elsewhere.

Business

Response:

Review: I purchased a living room on [redacted] at conn's, they delivered on Saturday [redacted] at 1:00 pm. After they left I find out that there were scraches on the side of the loveset and on one corner of the recliner, it was around 4:00 when I call the salesman [redacted], so they can exchanged them, he told me that he have to call the wearhouse, so I wait until 9:00pm for his call, he finally call me and told me that they were going to exchange it but he was waiting on a confirmation from wearhouse. He said he that delivering people were going to call me on Sunday morning to let me know what time they were coming to exchange my furniture, no one call me I waited all day, so I call salesman again and ask him what was going on, why no one called me, he said that he will check with wearhouse. He never call me back so I call him on Monday again and he said that he was waiting on a email from delivering center to let him know what time they were coming, Again. Every single day I had called him he told me the same thing that he is wating. Last time I talk to him was on Monday afternoon, since then no one have call me, I send them a letter requesting they attention to this matter and resolve it, no answer until today Monday [redacted].Desired Settlement: I just want them to exchange my furniture for a new one that is not demage.

Business

Response:

Review: On [redacted] I discovered that Conn's had reported my payments as 30 and 60 days late in [redacted] and [redacted]. Neither of these payments were late. The last payments on these accounts were paid in full and on time in [redacted]. Then, in [redacted] and [redacted], Conn's reported the payments 30 and 60 days late on these accounts.I looked on my bank statements for [redacted] and [redacted] and [redacted] and [redacted] and all these payments were paid on time. I understand that these payments may have been accidently reported to the credit agencies as late payments, however, I called Conn's the same day, [redacted] and spoke with [redacted] in Customer Service. I was given ticket number #[redacted] and asked to call back in 48 hours. On [redacted], I called Conn's back and spoke with [redacted]. I gave [redacted] my ticket number, name, address, and phone number. He assured me I would be receiving my payment history within 7 business days. Needless to say, I did not receive a payment history from Conn's.On [redacted], I called Conn's again and spoke with [redacted]. I explained the situation to her, and she told me the payment history had been mailed to my former address on [redacted]. She, then, assured me that I would be receiving the payment history in the mail within the next 7 business days. When asked, she stated that I didn't need a ticket number. I never received the payment history. On [redacted], I called Conn's Customer Service, again, regarding this matter and spoke to [redacted]. She gave me ticket number #[redacted]and explained that it takes 24-72 hours to process the request for a payment history. I verified my address, phone number and email address with [redacted]. she requested I call back Monday (the Monday after [redacted], I called Conn's and spoke with [redacted] concerning this matter. [redacted] assured me the payment history had been mailed "yesterday" [redacted]. Today is [redacted], and I have not received a payment history.Desired Settlement: I would appreciate Conn's furnishing me with a payment history on these 2 accounts, in order for me to correct my credit report.

Business

Response:

Review: On 11/**/2013 I purchased a Sony Vaio laptop from Conn's. The computer was not in stock at the time of my purchase so it was ordered. Once the computer arrived at the store I picked it up on 11/**/13.I attempted to set the computer up on 11/**/13. I was unable to set-up the computer because the screen was alternating between black and pixelating.On 11[redacted]13 I went to the Conn's location from which the computer was purchased and was told that if I wanted to return the computer that I would have to pay a restocking fee. I explained that I did not want to return the computer, I wanted to exchange the computer because the computer obviously has a defect. I insisted that a restocking fee should be designated for a working item that is being returned and that this item was not working. I spoke with both [redacted] and [redacted], who both insisted that the computer would have to go to service if it was not going to be restocked even though it was still within the 14 day return period. I specifically asked if it being services would nullify the warranty and I was assured by [redacted] that Conn's is an authorized servicer of Sony laptops. [redacted] called customer care to set up the service request. I was given the phone to explain the issue with the computer. I was also informed that if the computer was not able to be repaired, it would be replaced. When I went to retrieve the computer on December [redacted] 2013, I was informed that the screen issue was repaired but the computer would not boot. I was also informed that I owed $54.07 for labor.Desired Settlement: I have been requesting a replacement computer from Conn's for the amount of $899 which is what I paid for Sony Vaio computer. They have denied this request and said that it has not been repaired enough and sent to the service department enough to justify a replacement computer. However; Conn's has had my computer since 11/27/13 and I have been paying this bill since that date and they feel no obiligation to correct this situation. I am now requesting a refund or replacement.

Business

Response:

CASE ID: [redacted]

Thank you for the opportunity to respond

to [redacted] complaint. Our records reflect that [redacted] purchased a laptop with

Manufacturer’s Warranty only via invoice # [redacted] on 11/**/13. [redacted]

contacted up on 11/**/13 stating that the unit would not turn on properly. Our

technician ordered parts and replaced the LCD and Cable under the Manufacturer’s

specifications. The hardware tested ok. The technician recommended that the

hard drive be erased and restored. Several calls were made to [redacted] for

permission to complete this task, and request payment of $54.07 as the hard

drive restoration is not covered by the manufacturer’s warranty. On 12/*/13 we

attempted one final call and was unable to leave a message as the voicemail was

full. We then returned the unit back to the store for customer pickup. [redacted] refused the product on 12/**/13 requesting an exchange. The

manufacturer’s specification did not deem the unit irreparable at the time and

the exchange was denied.

The unit has since been returned

to the service center on 3/**/14 for the restoration to be completed. We are

willing to waive the restoration fee, restore the hard drive and test the unit.

However, no exchange or return is approved at this time. The product is no longer within our return

and exchange policy. [redacted] may contact our service department at [redacted] for updates on the current service work order.

If we may be of further

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

Kind regards,

Conn’s Customer Relations

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. However, I would like to correct one of Conn's statements: I did purchase the product on November **, 2013 however, it was not available in the store at the time of purchase. The date that I picked-up the product was November **, 2013, which makes November **, 2013 the 12th day that I actually had the product in my possession.

I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: Over the past few months I have been repeatedly hassled and bothered by Conns robo call machines. They claim my account is past due, however, Conns has neglected to change my payment date as requested by me and APPROVED by Conns in January 2014. My account payment due date is the 2nd of each month. I had called to get it changed to the 12th of each month due to my pay frequency change at work. Conns agreed to the payment terms change of date and said I could start making my payments on the 12th of the month. Since they, Conns has neglected to properly hold up on to their end of my payment date change request and have never updated my account. So, I am called up to 10-15 times daily (or more). When I do call back and speak to someone they tell me that my account is past due and they can't change me date. My account has NEVER been past due. Even when I do make my payment over the phone and my account is "Current" Conns neglectfully does not change my payment date and starts harassing me daily for more money. Also, when I do speak to someone they always say "We have your notes on file that your payment date request has been processed, but it doesn't reflect on my account. They then put me on hold and sometimes they never call back or I just hang up. As a consumer I am tired of being berated, harassed, and CONNED by Conns. Their business practices are poor and their customer service even worse. My account has been in excellent standing for the last 17 months until the last 4 months when Conns decided to not follow through on my APPROVED request.Desired Settlement: Refund of all interest charges (from opening of account) and late fees on my account and a payment date change to the 12th of each month.

Business

Response:

Thank you for the opportunity to respond to [redacted] concerns regarding the request for a due date change on account [redacted]. According to our records, Mr. [redacted] first requested his due date to be changed from the 2nd of every month to the 12th of every month on January 23, 2014. However, we could not honor that request at the time because of a past due payment. We have included a copy of the payment history for him to review.

We have updated his due date change request as of April 10, 2014 to reflect the requested change. Mr. [redacted] new due date is currently the 12th of every month. As a goodwill gesture, we have waived $15.00 in late fees, but are unable to refund the interest charges assessed on the account. According to the contract, Mr. [redacted] is required to pay interest on the account regardless when the payment is due.

We value Mr. [redacted] as a customer and sincerely apologize for any inconvenience she experienced concerning this matter.

Consumer

Response:

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

Regards,

Review: This is a complaint against Conns and Conns Credit business practices. Conns contacted me regarding debt that was payed. Conns misplaced my payment funds and have sent my contact information to be mass called 3 times an hour from collectors keep requesting payment for a debt already paid. Conns informed me to fax proof of payment and they would only then stop calling. Proof of my personal bank statement was faxed to conns but yet I still get calls requesting payment.

Conns is also calling my business numbers after being told they can't call the number because it could affect my employment. Conns disregards all of my efforts and have loss my funds. Now I plan to seek legal action if this matter isn't fixed immediately!Desired Settlement: Stop contacting,

Credit account,

Business

Response:

Thank you for

the opportunity to respond to [redacted] concerns regarding payments applied

to her account. [redacted] stated she

made two payments that have not applied to her accounts. [redacted] also stated she faxed in a copy of

her bank statement as proof; however, she has not received credit.

According to

our records, we received a fax regarding [redacted] accounts; however, the statement

provided did not have [redacted] name or bank account number listed. We ask that [redacted] fax in a copy of her

full running bank statement so we may verify the information and research the

payments further.

[redacted] can

fax that information to [redacted].

Once we receive the full bank statement that includes her name and

account number, we will research the matter further.

As requested

by [redacted], we have placed a cease and desist on her employer’s telephone

number. If she should receive any

further calls at her employment, we ask that she contact us immediately so we

may address this issue further.

We value [redacted] as a customer and sincerely apologize for any inconvenience she has

experienced due to this matter.

Business

Response:

Thank you for

the additional opportunity to respond [redacted] concerns regarding payments

that have not been credited to his account.

We appreciate [redacted] attaching a copy of his bank statement so we

could research the accounts further.

We were able

to locate the missing payments in the amounts of $60.04 and $69.82. We are in the process of crediting the

payments to [redacted] accounts. Please

allow 3-5 business days for the payments to process.

We value [redacted] as a customer and sincerely apologize for any inconvenience he has

experienced due to this matter.

Thank you,

Credit Help Desk Specialist

Conn's

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.

Review: On [redacted], I purchased a [redacted] from this location and was told they would only deliver out in my area Tuesday and Thursday. I scheduled it for [redacted] and took a vacation day at work to wait for delivery. The delivery came fine and the men unloaded it from the truck. I was delivered a USED mower. It had grass all over the deck and it was scratched down both sides. I refused delivery and had them load it back up. I called this store back and talked to the [redacted]" who said they would not deliver it out to me again that day and I would have to take another day off to receive delivery. Then I asked for a refund and he said he couldn't refund it yet.Desired Settlement: They need to deliver me a NEW mower instead of a USED mower on a day in which I choose. Like a Saturday.

Business

Response:

Review: I purchased a refrigerator from Conn's on [redacted]. I waited 72 hours before trying the ice maker so the refrigerator had time to produce the ice. The ice maker was not working. I called Conn's to multiple numbers to complain about the issue. I spoke to several representatives and they were very rude and they hung up on me whenever I would ask for their name. I asked about return policy and they informed me that I would have to pay a 15% restocking fee and I only had 30 days to return the item. A technician came to check the refrigerator and said that I would receive a new refrigerator because I was still within the 30 days and repairing the part would not solve the issue. He said he would inform his manager and the manager would contact me within 24hrs. I never received a phone call so I contacted them and they said I would not receive a new refrigerator and they would only replace the part. They also stated I would need to have the part repaired before they accept the item as a return. The technician came back a week later and just said he ordered the part and it would be here in 3-5 days. Conn's is just giving me the run around and using up the 30 days so I will no longer have an option to return the item it will be too late. I will be stuck with a refrigerator that may have issues in the future even if the part is replaced and repaired.Desired Settlement: I would like Conn's to take the item back and not charge me the 15% restocking fee because the item was already damaged when I received it. I no longer would like to deal with Conn's they are so rude and continue to just refer me to someone else each time and I feel no issue is getting resolved and they don't care that I have an item that is not working correctly.

Business

Response:

Review: I bought a [redacted] & [redacted] mattress set that cost over $2300.00 from Conn's and they told me it had a lifetime warranty on it but I have had it for 11 months and a huge sink hole developed in the middle of the bed. I called and they made me wait a month before they finally came out and the guy told my husband it was a factory defect in the mattress set but I would have to call Conn's in 3 days to see what Conn's decided to do about it so I called and first they told me the mattress was dirty and I told them that the guys that delivered it drug it on the ground and tore the plastic and there is a 3 inch square on the side and I called Conn's as soon as the guys left, the same day it was delivered and reported to the Conn's manager that the guys had got it dirty and I was told it wouldn't make any difference in the warranty. When I told the manager at Conn's about the delivery guys getting the mattress dirty,he then said the tag had been removed from the mattress and it voided the warranty. Then I was told we had cut the tag off but we didn't remove the tag from the mattress so the guys that delivered it must have removed it because I never saw a tag on the mattress and I would have seen it when I was putting a sheet on it so there wasn't a tag on it. If I had been told the tag had to be on it or the warranty would be voided I would have checked to see if it had a tag. I asked for the company that made the mattress so I could call them but Conn's refused to give me the name or Phone number. Conn's has lied to me since the day I purchased it. I was suppose to get a free comforter set with it which I never got and now Conn's claims the warranty is voided because the consumer tag is missing from the mattress. I bought this expensive mattress set because I am old and my back hurts so I didn't mind paying for it but now its broke and its causing me severe pain to sleep on it but they refuse to honor the warranty and give me a new mattress set.Desired Settlement: I want a new mattress set, one of equal or better value. The guy that came out told my husband that the box springs were defective and it caused the mattress to mess up so I need a complete mattress set just like I paid for. Conn's no longer sell the [redacted] & [redacted] Mattresses but I would settle for what Conn's does sell but it needs to be equal in price or I need a refund of the difference in the price of the mattress sets.

Business

Response:

Review: Purchased new refrigerator on [redacted]. Delivered and installed on [redacted]. Reported faulty ice-maker [redacted]. The following day Conn's sent out delivery driver who was in the area to take a look. Was told ice-maker is defective and entire refrigerator needs to be replaced, and that we should expect a phone call about delivery of the replacement appliance. As of [redacted] no phone call or any contact had been made from Conn's. Spoke to service department who had no documentation of any of this, was referred to deliver who said it wasn't their department. Contacted our sales representative who was going to look into it for us. No one from Conn's Appliances contacted us at all. The Afternoon of [redacted], we went directly into the store and spoke with our Sales representative who took the information forward to his manager and was assured another service representative was schedule to come out the next day to assess the problem. [redacted].. no calls or visit from service department. I called Sales representative again and was told would need to set up another service appointment through the service department. Which we did. Service contractor came out to the house on [redacted]. Was advised "possibly" faulty temperature control panel, parts could be ordered but could take weeks to come in. Personally suggested best option was to have Conn's replace the entire refrigerator. went back into Conn's store and spoke with sales agent who also spoke to instore manager. Referred me to contact Customer Help Desk and Service Center again to see what can be done.As of [redacted]. Still no resolution on the issue. Have a brand new refrigerator that doesn't work properly and a business who is unwilling to replace it. simple resolution would be to order new refrigerator and replace it. That's all I want to happen at this point but getting run around from everyone within the company.Desired Settlement: I want a brand new refrigerator delivered and installed and the faulty unit taken away. I would also like some form of compensation or reimbursement (in-store credit or gift card) for having a defective product in our home for over a month and lack of timely resolution to the issue!

Business

Response:

Review: purchased extended warranty for sumsang fridge the fridge has been down going on 2 monthes. parts unable to get I guess. when calling everyone acts as if they cannot get a call in to the service dept. finally get a call, parts in ready to work. instead of coming out right away we elect to come out 4 days later the earliest time. fridge down for 2 monthes seem liked they would come right on out. for 2 monthes unable to use fridge, who cares CONNS DON'T. the fridge has been in service 4 times, it doesn't cool, fans don't work, icemakers just gives you ice, if you want cubes, you get crushed etc. I don't trust the fridge and don't trust CONNS service dept.Desired Settlement: this fridge need to be replaced or refunded. it's evident that CONNS does not have the ability to get the parts when needed.

Business

Response:

Review: I had a washer and dryer installed and the delivery man placed the seal on too tight. The dryer has a steam option and the seal broke and water flooded my washroom as well as traveling to the master bedroom carpet and molding and my clothes had mildew all over them. I contacted Conns before things got worse for them to repair it and to date they have not done anything. I first reported this issue to them on [redacted] and the repair man fixed the seal on [redacted] but no one has addressed the issue of the water, mold or mildew.Desired Settlement: I would like for my carpet to be cleaned as well as the floors in my washroom. I would also like to have my clothes and shoes cleaned and if the stains are not able to be removed I want the items replaced.

Business

Response:

Review: they took my payment and credit someone else acct and I have provide all the information conns needed and was told my credit will not be affected that

no one can help me I will never do business with ConnsDesired Settlement: fix my problem and Fix my Credit

Consumer

Response:

I just spoke with their manager no one has call me from conns I had to call my problem has not been solve no one is still able to give a answer to my problem I spoke with [redacted] suppose to be a manager in credit dept was not able to help their answer some one will call you back I just like to know when someone will call back hopefully this year

Business

Response:

Review: I'm taking credit hit from both Conn's & collections they sold my account to. I also paid over $1000 off my debt , then lost my job. Lost $1000 and still owe in full.Desired Settlement: Would like for this situation to be taken off my credit & will negotiate whatever is needed to do so.

Business

Response:

Review: From the moment I started to do paperwork Jan.** up until today Feb.* I have had horrible experience with Conn's on the [redacted]. I patiently waited three hours for sales paperwork to be done. That should have been my clue. I purchased washer and dryer. They were deivered and hooked up the next day. When I went to use the washer I discovered the washer had been hooked up incorrectly. I called they said it would be Wed.before anyone could get out. So, I used the washer backward. When I went to use Dryer, it left everything like wrinkle bombs. Horrible!!! I tried several times to get in touch with [redacted] who I was told was the manager. He never called back. During all this time I was in touch with delivery to get back here fix my machines. The whole time I was never told that I should have been speaking to service dept. Caught delivery Guy in a lie. I called the toll free number and they kept promising to get people out here to take look at my machines. No one has contacted me. Also, spoke to [redacted] another supervisor. He did nothing at all for me So I have been lied too, treated rudly and totally disreguarded.Desired Settlement: I would like to return both washer and dryer for full refund, with no restocking charges. Whole experience a nightmare!!!

Business

Response:

Thank

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

on 1/**/14, [redacted] purchased a GE high efficiency washer with a limited

1-year manufacturer warranty, a GE high efficiency dryer with a limited 1-year

manufacturer warranty, washer hose, dryer kit, dryer duct with clamps, and

delivery totaling $2530.44. Our records show [redacted] contacted us on

2/**/14, regarding both her washer and dryer; stating the washer was not

washing the clothes properly (not dissolving detergent or fabric softener), and

the dryer’s perm press cycle was not functioning correctly. A service call was

scheduled on 2/**/14, upon inspection no defect or issue was found with [redacted] dryer. However, the technician found [redacted] was not using the

correct amount of detergent and fabric softener to wash a load of clothes. [redacted] was educated on the appropriate the amount of detergent for her washer. If

[redacted] is still dissatisfied with her washer and dryer, she is still within

our 30 day Return and Exchange Policy and may return her items with a 15%

restocking fee.

Sincerely,

Customer Relations Officer

Review: I purchased a TV from Conns it was supposed to come with a free keyboard. When I realized they did not deliver it. I called the store and left a message for the manager on 2 occasions. They did not return my phone call. I called customer service, I called delivery and I called the story multiple other times. All of which said they would look into the matter. I know a repair ticket was put in but I was never called to tell what happend with that. The store instead of apologizing said it had been over 30 days. Well it had not been over 30 days since I called and left the first messages with no response. I am very disappointed with the service after the sale. If I had a customer that spent 5800 dollars with them. I would at least apologize and return their phone call.Desired Settlement: I would like a keyboard and I would like an apology from the store manager for not returning my call.

Business

Response:

Thank

you for the opportunity to respond to [redacted] complaint. Our records show on 11/*/13, [redacted] purchase

a Washer, Dryer, 65” LED Tv and received a free TV keyboard values at $99.99. Our records indicate [redacted] signed

acknowledging her products were delivered on 11/**/13.

[redacted] has been contacted regarding her concerns and although we show the

products were all delivered, Conn’s has offered [redacted] a $100 gift card as

a gesture of goodwill. [redacted] gift

was mailed 2/*/14, via US Certified postal service.

If

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

Review: We ordered a sofa from Conn's and when delivered on February [redacted], 2014, the delivery men got the sofa half way into our living room and noticed they had scratched the back, I told them it was fine, it would be against the wall, and the scratches were minimal. They then told me they could not leave the couch, so they left with our sofa, stating it would not fit. (as I stated earlier, it was half way into the door) I went into the store on Monday and selected a new sofa and added an air conditioner to our order. It was supposed to be delivered to us on February [redacted] 2014. We receive a call that morning stating the delivery men had damaged our chaise lounge, but would bring half the sofa and the other half the following week. I told them I wanted it delivered all at once. The following Saturday, March [redacted], 2014, they stated they tried calling three times to set up delivery date. We never received a phone call. Conns has not tried to resolve the issue, they stated they would call and have never returned our calls. We have wasted three Saturdays waiting on our furniture, and no resolution.Desired Settlement: We ordered a sofa from Conn's and when delivered on February [redacted] 2014, the delivery men got the sofa half way into our living room and noticed they had scratched the back, I told them it was fine, it would be against the wall, and the scratches were minimal. They then told me they could not leave the couch, so they left with our sofa, stating it would not fit. (as I stated earlier, it was half way into the door) I went into the store on Monday and selected a new sofa and added an air conditioner to our order. It was supposed to be delivered to us on February [redacted] 2014. We receive a call that morning stating the delivery men had damaged our chaise lounge, but would bring half the sofa and the other half the following week. I told them I wanted it delivered all at once. The following Saturday, March [redacted] 2014, they stated they tried calling three times to set up delivery date. We never received a phone call. Conns has not tried to resolve the issue, they stated they would call

Business

Response:

CASE ID: [redacted]

On March [redacted] 2014, you provided the following information:

Thank you for the opportunity to respond to [redacted] complaint. Our records reflect that [redacted] purchased a sofa and

chaise via invoice #[redacted] on 2/**/14.

Upon delivery due to the design of her home we were unable to push the sofa

past the wall located immediately within the door way. The customer was

informed that they would need to reselect. [redacted] contacted the store to cancel

the reselect on 3/*/14 and purchased an AC Unit today3[redacted]14 as a separate

transaction. We apologize for the inconvenience the [redacted] experienced. A

customer gift card is being sent to the customer as a goodwill gesture.

Kind regards,

Conn's Customer Relations

Review: My complaint type is actually two classified issues,first issues is that Conns furniture and appliance store in Albuquerque NM, is not following my customer contact of no interest for one year from data of purchase. I Purchased the product of an LG washer and dyer in July 2013 for the price of $1859.86 before tax and interest. I have not owned the product for one year yet and I have made six payments of $110.00. I recently wanted to pay off the remaining total and when viewing my online account I come to realize that my balance has not moved down considering I've made several payments. Which leads me to my next issue of billing and collection. I contacted Conns to find out why my balance has not come down and they responded that my payments have been going to the interest and insurance for the product. However, I have a printed letter stating that they are honoring my one year cash option plan from the date of August [redacted] 2013 and it expires on the date of July [redacted], 2014. Regarding the insurance that was added to my balance, I was told when I pay off the balance in full they would deduct the insurance off the total balance. Most recently I contacted them to pay off the total balance and now they are telling me that now I have to pay the whole amount with the insurance. I was told I have to have insurance on the product unless I had home owners insurance, which I then told them I do and I can bring them a letter from my insurance agency Allstate. I have yet to do so in bring the letter from my insurance agency because they are refusing to give me a pay off balance. I have chosen to contact the Revdex.com in this issue of Conns not honoring my twelve month cash option. I am highly aggravated with conns customer services. Since these issues I have stopped making my monthly payment since February and I am now being harassed daily Monday-Sunday and when I speak with them about my issues they respond with inconstant information. I just wish to pay off my balance with no interest or insurance fees and be done.Desired Settlement: I would like to keep my products, and pay off the total balance without being additionally charged for fee's I didn't agree to, and for the contract to be honored in what was stated of twelve month cash option and no additional fee of insurance and for the payment's I've made to go toward the principal balance bring my total rightfully down.

Business

Response:

Review: 8/**/2013 I got a Spectre Touchsmart laptop and after 2 months having it I notice a small light come thru the bottom right of the screan but nothing big bu I decided to send it in to maybe fix it and after 1month 1/2 I call to see where is my laptop.Well they tell me that they been having problems with them laptops and discontinued them and no longer selling them and that my account will be credit. this laptop is 1,499.99 / 699.00 for the Intallation /warrnty. Total 3,504.96. thinking I could get a good one to study and go back to school & bad enough I really don't have very good credit so I decided to go to Conn's for one and been the first time trying them I get Conn'D out of my money and not the help 1-800# tell me Ineed to pay them 1,364.00 even if I dont have the laptop or this will go agains my credit, I pay my bills and I am trying to do better [redacted] but this one I just feel so taken for my money and no want to help all they want is the moneywhen I do not have a laptop.PLEASE THINK ABOUT IT BEFORE ITS TOO LATE, DONT DOO BUSINESS WITH CONNES , I HATE I DID AND I ALWAYS HAD GOOD BUSINESS WITH [redacted] , NEVER NEVER AGAIN WITH CONN'S.Desired Settlement: I JUST WANT MY ACCOUNT TO BE CLEARED AND GET MY MONEY THAT I PUT INTO THIS LAPTOP, MY DOWN PAYMENT AND THE MONTHS I PAID ON IT AND JUST PUT IT BEHIND ME..

Business

Response:

Thank you for the opportunity

to respond to [redacted] concerns regarding account [redacted]0.

According to our records, [redacted] signed a 32-month installment loan

contract on August **, 2013 for the purchase of a Spectre Touchsmart

Laptop. The total amount financed on the contract was $3504.96, which

included the following charges: $1499.99 laptop, $149.99 wireless network

installation, $699.99 warranty, $261.49 property insurance, $849.62 finance

charges. The contract also included a 12-month no-interest promotion for

the product.

On November **, 2013, [redacted] brought his laptop

in for service stating the bottom part of the screen right and left side was

sticking out and you can see the lights. We shipped the laptop

to HP per [redacted]’s

request, and HP stated,

this was physical damage and would not be covered under the MFG warranty. We

set up an out of warranty repair with HP for the estimate of $269.99, but the

repair was put on hold due to the part being on back order. Because [redacted] had accidental warranty on

the laptop, we canceled

the repair with HP and had the laptop sent back not repaired and submitted for an

exchange. Pictures have been provided in our response. The warranty that was purchased on [redacted]’s

laptop allowed for a

full credit of $1499.99 + tax $123.75= $1623.74. This credit applied to

[redacted]’s account on December **, 2013. The balance/payoff remaining is for the

warranty, insurance, and now accrued finance charges due to the loss of the

no-interest offer as the account is now in a past due status. Since the

warranty allowed for the credit, [redacted] is still responsible for the

warranty as well as the accrued finance charges and insurance premiums.

However, in the event [redacted] has a homeowner or renter’s insurance policy,

he can fax a copy of the declaration page to[redacted] As long as the policy shows coverage from the date the account opened to

present, he will be able to receive a full insurance credit and that charge

will be subtracted from the balance/payoff.

[redacted] has been

contacted regarding his concerns. Although

we are unable to honor his request for a full refund we are willing to offer him

the option to pay the remaining invoice amount of $222.46 to close the account

as a gesture of goodwill.

If I may be of further

assistance, [redacted] may contact me directly at [redacted]

Kind regards,

Review: Back in May of 2013, I purchased a new washer and dryer set from Conn's. I had made purchases from them in the past for small electronics and always received great service from the stores. Well, I cannot say that any longer. My washer has not worked properly since I purchased it. Repairmen have come out several times to fix the filter and now they are having to replace the drum because the bearings are not working. Its obvious that I have a defective washer machine, yet they refuse to replace it. I'm going on two weeks without a washer machine and Conn's repair service team could care less, but the funny thing is that If I'm one day late making a payment, I get about a dozen calls. they will not call me back, I don't know when my washer is going to be fixed and they refuse to follow the contract for my warranty or extended warranty that I purchase from them. Even the technician who came out this last time agreed that the machine was defective, apparently the machine was not put together properly from the factory, the service repair man said that he has seen this issue twice with Frigidaire machine, where they did not oil the bearings properly and that causes many issues, several parts will need to be replaced and he does not know when they will be in and no one in the customer service department is willing to do anything to assist me.It really saddens me when companies do not live up to their core values and mission statements. Here is Conn's:Conns offers appliances, electronics, furniture and mattresses, in addition to product repair, service, distribution, financing, insurance and other related services. Though Conn's has changed dramatically over the years, the customer continues to be the focus of attention and the reason for the company's continued success. The basic values and culture of the company continue to support Mr. Conns original goal to make sure "the Customer is Number One."so not true in my case.Desired Settlement: I want a new washer machine that is not defective and I want for it to be delivered to my home soon.

Business

Response:

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

5/**/13, [redacted] purchased a Frigidaire washer and dryer both with a

48-month Repair Service Agreement Plan. Our records show on 12/**/13; [redacted] contacted service stating the washer would not fill will water and would

not start on any cycle. A service call was scheduled on 12/**/13 with a 3rd

party vendor however; [redacted] contacted service stating the unit would not

drain properly and requested a Conn’s technician service the unit. A Conn’s

technician was scheduled for 12/**/13; upon inspection the technician found the

water pump filter had debris clogging it up which prevented the unit from draining.

The technician unclogged the water pump filter and checked the unit’s operations

system which tested ok through the cycles. On 3/**/14, [redacted] contacted

service again stating the unit would not complete a cycle. A service call was scheduled

3/**/14; upon inspection the technician found parts needed to be ordered. [redacted] was scheduled for service on 4/*/14 however; there was a delay for one

of the parts ordered and it is scheduled to arrive on 4/**/14. Once all parts

become available, [redacted] will be contacted to complete service. At this

time we are not able to honor [redacted]’s request for an exchange; we will

need to continue with service.

If we may

be of further assistance, [redacted] may

contact Customer Service at [redacted]

Kind regards,

Customer Relations