B And B Movers

Review: nine days ago my ac went out it is under warranty. called they sent out a service man he said the compresser and switch was out have called them several times and they said they were waiting for the parts I am on oxygen and my trailer is about 110 degrees they are not concerned about my ac or healthDesired Settlement: FIX MY AC

Business

Response:

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

Our records show on 6/26/12, Mr. [redacted] purchased a [redacted] air

conditioner with a 24-month Repair Service Agreement Plan which expired on

6/26/14 however; Mr. [redacted] renewed his warranty with [redacted] to provide

extended coverage. On 7/28/14; Mr. [redacted] contacted us stating the air

conditioner was not cooling and blowing hot air. A service call was scheduled

for 7/30/14; upon inspection the technician found a new compressor and

condenser coil were needed to complete repairs. Once the parts became available

the technician replaced the compressor and drier; unit tested ok. As of

8/25/14, we have no further indication of any further issues Mr. [redacted] is

experiencing with the air conditioner. If Mr. [redacted] is in need of service he

may contact the Service Department at ###-###-####.

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

Customer Service at ###-###-####.

Kind regards,

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

Business

Response:

Review: We purchased a love seat and couch from Conn's on February 2, 2014. Two weeks (Feb 19th) after we received we called in because the stitching was coming off both pieces and the materiel was already showing big white fading spots. Conn's finally sent a third party person out a month later (March 18th) who inspected and took pictures of both pieces of furniture and declared them to be manufacturer defected and he said he was going to report them as so. Conn's called a few days later and told me that I was to cut the stitching off the couch and that it was normal for the material to fade.(after 2 weeks?) I told them this wasn't acceptable that I knew the furniture had been declared defective and I wanted store credit to pick out something else. They told me They didn't do that. I could have the same furniture. I asked them why would I want the same furniture just to deal with this again. Every time I talked to them they were rude and they would lie to me and change their story. Their refund policy that they gave me stated no refunds on furniture unless it was manufacturer defective. It was. I wanted a refund in store credit to pick out new items...of my choosing. Not their choosing. That would be the right and honest thing to do. They would never read me the report from the inspector and I finally called the company that sent the inspector who verified that he declared it defective. After a month of calling them daily trying to get this resolved they finally told me I could go in and pick out new furniture. They were not giving us store credit but I could go in and I was restricted to two pieces of furniture. They told me I could pick out anything but if it cost less then I would still be charged the original cost. For example my original two pieces cost 2100.00. If I went in and picked out two pieces that cost 1300.00. They were going to mark them up to cost the same as the first. Unacceptable. It is wrong on all accounts to mark up items that much. They refuse to come up with honest resolution.Desired Settlement: I would like a complete store credit refunded for the defective furniture with no restrictions telling me what I can and cannot buy so I may go into the store and pick out items equal to the original money we agreed to pay. I do not want to be restricted to two pieces of furniture that they will up charge. I still want to spend this money in their store. I'm not trying to get out of that. I just want them to do the right thing, let us refund our DEFECTIVE couches and credit our account.

Business

Response:

Thank you for the opportunity to

respond to Mr. [redacted] complaint. Our records show Mr. [redacted] purchased a

Catnapper Portman Sofa and Loveseat from us on 2/5/14 with a 48 month

Furniture Guard Plan. Mr. [redacted] contacted

our service department on 2/19/14 regarding the threading coming out of the

stitching. The

technician found the sofa material was fading, threads coming loose and

unraveling in the seats which were affecting both the sofa and love-seat. Upon further review we determined the damage

was caused by wear and was beyond in home repair. Mr. [redacted] was contacted on 3/21/14 by our furniture department and informed that the

threading that was coming undone was a result of daily usage and the fading is

the design of the sofa and love-seat. As

a good will gesture we agreed to allow Mr. [redacted] to exchange the sofa and love

seat and reiterated that it was not covered by the terms and conditions. Mr. [redacted] was given a credit of $1,099.99 for

the sofa and $1,079.99 for the loveseat.

Although we are unable to honor Mr. [redacted] request for a refund on 4/11/14, we agreed to honor Mr. [redacted] request for an instate

credit. Mr. [redacted] will need to visit

his nearest Conn’s to make his selection.

If Mr. [redacted] has any other questions

or concerns he may contact Customer Service at [redacted]

Kind Regards,

Review: On March 6, 2015 , I contact the Revdex.com to help me resolve an issue with Conn's regarding a refund. Complaint ID # 10517043. Because of the helpful assistance of the Revdex.com, Conn's responded on 3/24/15 and stated that my account would be closed and I would not owe any further charges. This was satisfactory and I responded that I accepted the resolution. The collection calls continued for about 2 weeks and then stopped around the end of March.

However, now I am being harassed by Conn's again. On May 18, 2015, I receive a letter in the mail stating that they have been trying to reach me and I should call about my overdue bill to Conn’s. I call immediately and speak with a manager named [redacted]. She informed that I now owe them $469.27 for four (4) insurance products, and I need to make an immediate payment of $168.85 to bring the account current. This was my first time hearing about insurance charges that I owed. I explained to [redacted] what happened to the recliner, and then more importantly I explained that I cancelled the insurance. On Feb. 10, 2015, a Conn's representative explains to me that I have these insurance products on the credit account and she explains what I need to do to have them removed since I had returned the chair to the store on 2/7/2015. I faxed and emailed a request to Conn's Insurance Dept. requesting that they remove the unemployment insurance, accident and health insurance and credit life insurance from my account. In my request I indicated that I no longer had possession of the recliner. The following day I faxed a copy of the declaration page of my homeowner's insurance with a request to cancel the last remaining product. After hearing this, [redacted] informed that she is going to research my account and get back with me in 48 hours. I have not heard from them. I contacted them again today, 5/20/2015 and spoke with Noel who says that I still owe them for these insurances.Desired Settlement: I would like the cost of the insurance products removed completely from my account as I requested on 2/10/15, and my account should be closed permanently with no remaining charges. Conn's also indicated in the response to my first complaint that they would send me a close-out letter but I never received that.

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted]' concerns regarding her account. We are in the process of closing the account. Mrs. [redacted] will receive a close out letter within 30 days of the account closing. Thank you, [redacted]

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 or around ** December 2013, I called Conn's customer service and asked that my online profile be cancelled because I was having problems logging in. I specifically asked if the payments I had scheduled for ** December 2013 would be cancelled. The customer service representative assured me that all payments for all accounts linked to my online profile would be cancelled. On * January 2014, two payments (that were supposed to have been cancelled) cleared my bank account. $156.57 with confirmation #[redacted] and $136.13 with confirmation #[redacted] Once again, I called Conn's on * January 2014. I was told that my account had not, after all, been cancelled. The person I spoke to assured me that, this time, she had cancelled my online profile and was initiating a refund for BOTH payments. She also told me that it would take 72 hours for my bank account to be credited. On * January 2014 (the third business day), I called Conn's to inquire about the status of my refund. I was transferred several times before I hung up and just called back. The person that I spoke to then told me that my refund was in a "clerical queue" and I should see the credit in my bank account the next day.On * January 2014, I again called to check the status of my missing refund. This time I spoke to [redacted], a customer service manager. She then informed me that they had no record of these payments being made and told me that if I were to even receive a refund, it would be in 7 to 10 business days. I asked her to explain how we went from 72 hours to 7-10 business days. She could not provide me a sufficient answer, so at this point, I have involved my bank in order to dispute the charges.Desired Settlement: I would like two immediate refunds in the amounts of $136.13, and $156.57.

Business

Response:

Review: To Whom it may concern:On Wednesday May 14,2014 in the evening I called the customer service @ [redacted] to process a payment on account #[redacted] for 5/23/2014. The representative in error processed the payment that day. I discovered this error at dinner with my family when my debit card was declined! One of the most humiliating experiences in my life. I want these funds immediately placed back into my account. I look forward to Conns response to an extremely difficult situation. No customer wants to feel slammed when calling in to make payments. I no longer trust Conns and hope you remedy this situation to allow any type of future business relationship. My electric bill is due 5/21/2014 and I need this money back in my account to pay it. As of 5/28/2014 nothing from Conns.Desired Settlement: I would like all of my accounts closed to zero balance. I will no longer do business with Conns. The Customer Services department showed no empathy. No apology. My impression was this is status quo.

Business

Response:

Thank you for the

opportunity to respond to Mr. [redacted] concerns regarding account

#[redacted].

Mr. [redacted] stated he called on May 14, 2014 to schedule

a payment for May 23,

2014 on the account.

According to our records, Mr. [redacted] called on May 15, 2014 to process

a payment on account #[redacted]. We have listened to the recorded call and

found that Mr. [redacted] first told the agent he wanted to schedule the payment

for May 23, 2014;

however, when the agent confirmed the payment, she asked Mr. [redacted] if he

wanted to process the payment on that day and he said yes.

Due to the miss-communication, we will refund the $30.00

NSF fee; however, we cannot refund the $129.14 payment because it was returned

by Mr. [redacted]’ financial institution.

We value Mr. [redacted] as a customer and sincerely apologize for

any inconvenience he has experienced due to this matter.

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.

Conns offered to extend my 12 months same as cash financing to 3/1/2015. I need another letter from Conns verifying this change has indeed been made. The last written correspondence from Conns still showed my 12 months same as cash financing ending 2/1/2015.

Also, there has been significant interest charges added to my account while Conns dragged their feet in updating my new payment date. As the customer, I shouldn't be held responsible for what Conns didn't get accomplished since June.

Please advise me of these (2) outstanding matters.

Regards,

Business

Response:

Thank you again for the

additional opportunity to respond to Mr. [redacted] concerns regarding account

#[redacted].

We are in the process of reversing the late payment

fee assessed on July

25, 2014 and reinstating the no-interest financing promotion. Please allow

7-10 business days for all updates to take place.

Review: My Stainless Steel refrigerator stopped working; my husband called Conns 3 weeks ago to schedule a service call. Service guy shows up, unprepared & with no tools. Says its a compressor problem and tells us that parts need to be ordered. We waited another 2 weeks or so to finally get the guy back with the compressor. After spending over 3 hours installing the parts, he tells us that the problem may not be fixed, that there might be a blockage and there might be YET another delaay in getting it properly fixed.. Our refrigerator is still not cooling and it is making a very loud noise. I need this fixed asap, because on October 17, 2014 we are moving 3 hours away near Galveston.

We have been inconvenienced and had to throw out over 200 in groceries. Living out of an ice chest is not fun.Desired Settlement: I want a replacement refrigerator and I am not talking about a used, refurbished one; either that or I want ALL of my monies refunded now and I will never do business with them again.

Business

Response:

Thank you for

the opportunity to respond to Mrs. [redacted] complaint. Our records show on 11/14/10,

Mr. [redacted] purchased a LG refrigerator with a 48-month Repair Service

Agreement.

We received

Mrs. [redacted] complaint and found she contacted the service department on

9/15/14 stating the refrigerator was not cooling, the freezer was not freezing,

and the icemaker was not making ice. A service appointment was scheduled for

9/17/14; upon inspection the technician found a new compressor and dryer

assembly needed to be ordered for repair. On 9/24/14, the parts became

available and Mr. [redacted] was scheduled for repair on 9/29/14. On 9/29/14,

the technician installed the compressor and dryer however; the unit started

making a loud humming noise. The technician contacted our tech line and

determined the compressor was bad and needed to reorder a new compressor and condenser

coil; all parts were ordered. The technician also created a vacuum pump of the

unit to remove the restriction in the line. On 9/30/14, the technician went

back to Mrs. [redacted] home to re-vacuum the unit however; the refrigerator

still did not function properly. Our records show we received some parts

however, the compressor did not arrive. On 10/3/14, Mr. [redacted] was

scheduled to install the available parts; during installation the technician

installed the dryer and attempted to shoot nitrogen in the unit to possibly

push the restriction out however; the unit still had restriction through the

inner wall that was unable to be remove. The service technician submitted a

request for a possible exchange due to the unit was unable to be repaired.

On 10/8/14,

Conn’s agreed to issue Mr. [redacted] an in store credit in the amount of

$1199.99 to re-select a new refrigerator. Our records show on 10/8/14; Mr. [redacted] re-select a GE side-by-side refrigerator with a 1-year limited

manufacturer’s warranty and received delivery on 10/9/14 in good order. We

sincerely apologize for any inconvenience Mr. and Mrs. [redacted] experienced

during this process.

If we may be of further

assistance, Mr. [redacted] may contact us at 1-877-358-1252.

Review: We bought our washer and dryer from conns and had made one payment on it and it starting making a very loud noise we called conns they had a contracted repair guy come out it took 3 weeks for him to come out upon which he told me the problem it was in the back of the barrel the bolts broke and center block was all the way to the front from his point of veiw and looking at the washer he said that the washer had been repaired before in which I called conns told them that and was told I would get a new one in which my sales guy did no action at all I then called back and spoke to the store manager and he told me to open a service ticket online so I did they called me and said this wasn't a fault issue and they were closing the ticket I haven't been able to wash clothes in my washing machine since October I've made all my payments and the repair guy has been out here yet again to install the parts he thought it needed it then started to make another noise one that was more unbearable then the 1st and yet conns refused to do anything about it expect send the service guy back out I will never buy anything from conns again! I have over $3000 financed threw them in which I cant wait to pay off they are not good business people and very unhelpful I could of easily gone to [redacted] or [redacted] costumer service isn't even helpful. Im which my next step id getting a lawyer I believe my washing machine is a lemonDesired Settlement: Replacement a new one

Business

Response:

Thank you for the opportunity to respond to [redacted]’ complaint. Our records show on 9/18/14, [redacted]

purchased a GE washer and dryer with a 48-month Repair Service Agreement Plan.

After researching [redacted].

[redacted] complaint we show she contacted our service department on 11/3/14 stating

her washer was making a loud noise. We show [redacted]’ washer was scheduled

for service through the manufacture on 11/7/14; based on the technician’s

report the unit was repaired and tested ok. On 12/1814, [redacted] contacted

service again regarding the same issue. A service appointment was scheduled for

12/22/14 however; [redacted] cancelled the appointment because she was moving

to a new location and the washer was currently located in storage. Although a

new service appointment was not scheduled with Conn’s, we were able to confirm

with the manufacture that a new service appointment was scheduled on 12/27/14

however; we were unable to obtain any information from the technician regarding

the services render during the appointment.

In regards to [redacted]’

claim regarding the washer being previously repaired; we were able to confirm

that the washer was never in service prior to Mr. [redacted]’ first service call

based on the model and serial number associated with her unit.

We attempted to contact

[redacted] on 2/04/15 and 2/05/15; but were unsuccessful in our attempts and

left a voice message to return our call. At this time we are unable to honor [redacted]

request for an exchange; we will continue with any necessary repairs. If [redacted].

[redacted] is still in need of service she may contact our service department at

1-855-266-6349 to schedule a service appointment.

If we may be of further assistance, [redacted] may contact customer service at 1-877-358-1252.

Kind regards,

Review: 5/5/14 Had my over the stove microwave serviced by Conn's service department at which time my new stove was damaged. The service person was removing the microwave from over the stove single handed when he it slipped from his arm. He was asked if he needed help by both my husband and myself;he replied no he got it.Then stated he wasn't able to repair due the fact he needed another part ;he left our home stating the service would be rescheduled once part received. He never mention he damaged our stove; service department was notified ; [redacted] requested E-mail pictures of the damage which was sent 2 times yet informed never received. Then I spoke to [redacted], who actually call us due us rating Conn's a one out 5;he claimed he would resolved the issue .He sent out a person to take the pictures of the damage and I was assured the stove be replaced(Claim #[redacted].Multiple stores of how they resolve this damage. +Desired Settlement: My stove is a GE from sears a new line convention/bake double oven with cast iron /5 burners which was less 5 mos in my home . I was told they would replace by [redacted] due to the damage . Mr. [redacted] , number [redacted] or [redacted]The actual part needed to repair my GE stove (brain) has to come from the manufactory due the stove been a new line of appliances. Multiple calls to Conn's service department only to hear they still investigating. We are requesting 1500.00 to resolve issue

Business

Response:

Thank you for

the opportunity to respond to Mrs. [redacted] concerns regarding damage to her

range. Our records show on 11/19/10,

Mrs. [redacted] purchased a Frigidaire over the range microwave and 48-month

Repair Service Agreement with us. Mrs.

[redacted] contacted us on 4/10/14, stating the microwave was making a sizzling

and popping noise. A service call was set-up and upon inspection the technician

found the magnetron and lights needed to be replaced. The parts were ordered and replaced on

4/29/14 however; they did not repair the microwave and it was found to be

uneconomical to repair. Mrs. [redacted]

contacted us on 5/5/14, stating the technician almost dropped the microwave but

hit the stove when he caught it. She

stated the stove is now damaged.

Mrs. [redacted]

has spoken with the service tech manager and Conn’s has extended the following

options:

Conn’s

can repair the damage.

Reimburse

Mrs. [redacted] for Sears to repair the damage. An estimate or invoice would

need to be provided.

Reimburse

Mrs. [redacted] for the replacement value of the range. Original invoice

would need to be provided showing the date of purchase, model and serial

numbers along with pictures of the damage.

Mrs. [redacted]

was contacted on 7/21/14, regarding her concerns. She stated the first two options were not

acceptable because if Conn’s repaired the range it would void her warranty with

Sears. She also mentioned the part

needed to repair the range was not available yet because it was a newer

model. Mrs. [redacted] stated she had

already emailed pictures of the damage to the service tech manager twice however;

we do not show the email was successfully received. To better assist Mrs. [redacted] and resolve

her concerns we will need pictures of the damage and a copy of her receipt showing

the original date of purchase, model and serial number to process the claim. Mrs. [redacted] may send this information

directly to the Revdex.com.

Business

Response:

We spoke with

Mrs. [redacted] on 8/18/14, regarding her concerns and she agreed to forward us

pictures of the damage and proof of purchase.

Although Mrs. [redacted] did not have her original invoice we accepted a

copy of her Sears Protection Contract to verified proof of purchase which she

provided. The pictures Mrs. [redacted]

provided should the control panel was scratched in multiple places. While reviewing Mrs. [redacted]’s claim we

found her range was repaired on 8/5/14 under her Master Protection Agreement

and there was no out of pocket expenses.

Mrs. [redacted]

was contacted on 8/26/14, and advised although we were unable to honor her

request for $2,000.00 we offered as a gesture of goodwill $408.54 for the delay

and any inconvenience caused.

Mrs. [redacted] has rejected our offer at

this time.

If Mrs. [redacted] reconsiders our offer she may contact me

directly 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 want the stove replaced as it had no damage and wasn't year old and I paid for the service plan which repaired the stove Conn's service department staff damaged in my home. Then I had to prove it over and over again the damage /proof I paid for my stove. .The extended lack of usage of stove til it was repaired by Sears. True lack of respect and regards by Conn's service staff and Department of Resolution is unbelievable ! Ms [redacted] started off with we give you 204 as that's your payment for 1 mo on your account then said 2 mo payment toward your account .The bottom line We didn't damage our new stove Conn's service man ;who left without a word to us of the damage done. Then every call to the service department went from one person to the next would get back to us; now Ms [redacted], says she is the top and no other person we can address this matter too in Conn's. Therefore we have addressed the Attorney General office and the Fox new's as of today regarding the incident and way it was managed by the Conn's Dispute Resolution team

Regards,

Review: Refrigerator purchased on 11/11/2014 along with warranty. We were charged insurance for the purchase until we were able to prove we had homeowners insurance (which we provided and the extra charges were removed after multiple requests). The refrigerator was delivered the first time with rust noted on an area at the top right of the door, the merchandise was sent back as unacceptable because of the defect and delivery was rescheduled. Day 2 the next refrigerator was delivered with a large dent in the door and the merchandise was again returned as unacceptable and delivery was rescheduled. Day 3 of attempt for delivery and another substandard refrigerator was delivered and a concession offered int he amount of $488.00 (confirmed by email by both Houston Delivery Manager [redacted] and CSR [redacted]). To date (1/22/15) over 10 calls have been made to conn's representatives both in the main offices as well as the delivery offices and no concession has been applied to our account for the promised concession.Desired Settlement: Have the concession applied to the account as promised (documented in writing by the Conn's representatives) as well as written documentation proving the adjustments were made. We also want a written apology from the company for the inconvenience this has caused.

Consumer

Response:

This letter is to inform you that Conn's has carried out to my satisfaction the resolution it proposed for my complaint, filed on 1/22/2015 3:29:50 PM and assigned ID [redacted].

Regards,

Review: Dear Sir/ Madam,

I am writing to request your assistance in a matter with Conn's Furniture at [redacted]. My name is [redacted]. I purchased furniture from Conn's on [redacted]. I went to Conn's in response to a mailer I had received advertising a '1 year, same as cash' promotion they were running.

I purchased living room furniture totaling $[redacted], which is the cash price listed on the contract. This price fit into my monthly budget, and I was confident that I could pay it off in one year.

As we were going over the contract, I asked the salesman numerous times if this was indeed a zero percent interest deal, and mentioned specifically that I intended to pay off the furniture in one year, avoiding any interest. The salesman assured me each time that, yes, that was what I was signing. He pointed out the cash price on the contract, and even verified the monthly amount of $[redacted] that I would have to pay in order to pay off the furniture in 12 months.

The first indication that something was wrong came in mid-[redacted]. In the process of registering my account online to pay my bill electronically, I noticed that my 'Payoff' balance was higher than I expected. I called Conn's Customer Service and was informed at that time that I did not in fact have a one year same as cash loan, but a standard installment loan. Regardless of when I paid off my furniture, the interest was accruing. After explaining the situation, I was informed that there was nothing Customer Service could do to assist me, and I should take it up with the store.

I returned to the store on [redacted]. The manager at the front desk admitted that a mistake had been made and assured me that it could be corrected. He stated that they simply needed to redo the contract, and there was an additional piece of paper I would need to sign. My file was pulled and I was informed that the store would be calling me by midweek to come in and sign the new contract. I never heard from Conn's Furniture again.

I called the store every other day, beginning [redacted]. Each time, I was put on hold for 15-25 minutes, then an associate would tell me that the manager couldn't be found or wasn't there, and I would get a call back. I never received a call.

In order to make sure that these lying cheats didn't get any more of my money, I paid off the furniture on [redacted], with my credit card. I have estimated that I will end up paying about $[redacted] in interest to my credit card before the amount is paid, but at least it won't be to Conn's Furniture.

This is unacceptable. If Conn's was unwilling, or unable to give me the type of loan they promised me, I should have been told. And they certainly shouldn't have promised to fix their mistake, and then ignore me for several weeks until I got the hint that they weren't going to deal with me. I have been lied to several times, and it has ended up costing me weeks of severe aggravation and several hundred dollars. (See complaint online)Desired Settlement: My first choice would be for Conn's to reimburse all the money I paid them, and take their furniture back, allowing me to start over with a reputable furniture store. At the very least, I feel that Conn's should pay me back the interest that they overcharged me, which comes to $[redacted], and reimburse me some of the interest I am having to pay on my credit card to make up for the mental anguish they put me through.

Any assistance that you could provide in this matter would be greatly appreciated.

Business

Response:

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

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

stated her account was supposed to have 12-months no-interest financing and it

did not.

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

retail installment contract on [redacted]. That contract did not include a 12-month

no-interest financing promotion. We have verified that the product and the

credit would have both qualified for the 12-month no interest financing

promotion.

We are in the process of doing a manual Cash-option

calculation and will reimburse the interest [redacted] paid on the

account.

We ask that [redacted] allow up to 30 business days

for this process to be completed. She will receive a reimbursement check for

the amount of interest she paid on the account.

We value [redacted] as a customer and sincerely

apologize for any inconvenience she has experienced due to this matter. Thank you,[redacted]

Consumer

Response:

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

Dear Sir/Madam, Good afternoon. I received your letter today with the response from Conn's Furniture. They have admitted their oversight, and have stated that they will be refunding the interest I paid on the contract. I am very happy with this news, and so appreciative of the help I received from your company. As long as the promised check from Conn's arrives in 30 business days as stated, I will be completely satisfied with the outcome, and will consider the matter closed. I will contact you if the check fails to materialize. Many thanks, [redacted]

Regards,

Review: I bought a new refrigerator and it only worked approximately a week. I asked to exchange it ,but I was denied. I was told service tech would be out within a "week or two" to look at it. Who can go two weeks without a refrigerator? The contract states I can return for any reason within 30 days. They WILL NOT let me return or exchange it at all.Desired Settlement: I dont want to have ANY business dealings with Conns ever again. Their customer service is abysmal and they are staffed with rude call center people that just repeat "this is company poilcy" over and over again while getting nothing done.

Business

Response:

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

Our records show on [redacted]14, [redacted] purchased a [redacted] Door

refrigerator with a 1-year limited manufacturer’s warranty. [redacted] was

scheduled and received delivery in good order on [redacted]14.

We received [redacted] complaint and found he contacted us on

[redacted]/14 stating the refrigerator and freezer was not cooling. We contacted the

manufacture on [redacted] behalf in attempts to locate a service

technician in his area however; there was a delay locating a service provider

to assess the refrigerator. We received notification from the manufacture stating

[redacted] was going to exchange the refrigerator and no longer needed

service therefore; the service order was cancelled.

Our records show on [redacted]14; [redacted] elected to return his

refrigerator with a 15% restocking and delivery fee totaling $274.98. Conn’s

Return/Exchange Policy requires a 15% restocking fee and delivery fee on all return/exchange

merchandise unless the unit is found defective by a Conn’s technician; therefore

based on the manufacture exchange authorization Conn’s has refunded [redacted] restocking and delivery fee of $274.98. [redacted] may visit the

Conn’s location he originally made his purchase to have the funds refunded back

to his [redacted] card. We sincerely apologize for any inconvenience [redacted]

experienced as a result of service delay.

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

###-###-####.

Sincerely,

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's 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.

Consumer

Response:

This letter is to inform you that Conn's has carried out to my satisfaction the resolution it proposed for my complaint, filed on [redacted]2014 1:43:37 PM and assigned ID [redacted].

Regards,

Review: [redacted] dryer was purchased on [redacted] of this year. On [redacted] it made a loud noise & stopped working. Called there service dept. on [redacted] to have somone come out. Two technicians came out on [redacted]. They said that the blower was shredded. Something had gotten down there, but they couldn't find anything. Part was ordered & a new technician came out on the [redacted] to put the blower in. He then said that the motor & the part that holds the motor was boken. Called the manager yesterday & he said that the part was ordered. I told him that I wanted a new one. He said that I would have to call [redacted]. Called [redacted] & they said that there technician would have to come out & confirm that it was defective before it could be replaced. That was going to be next week sometime. I called CONNS service dept. back & asked for there corporate so I could speak to a supervisor. I was give 5 different numbers and just passed around. inally I got through to a manager & she said the part was going to be here today. I called this morning & they set me up for a 3:00-5:00 appointment. I then get a call dfrom the technician clueless of what's going on. He said no the part was not in & it was just ordered. I then called corporate again, & they said the part did come in & it was the wrong one so it will be another week. It was reordered. I was starting to get a panic attack from this situation so I called my [redacted] to get involved. He then called the service department back & [redacted] was looking into it & will callhim back.

Consumer

Response:

I would like to get reimbursed for one day of work for me and one day for my [redacted] I would like CONNS to take off this months payment. I am having to go to the laundromat every few days because I have 4 boys. At $[redacted] a visit it is getting too expensive for us. I need to be reimbursed for those visits. Finally I need a new dryer. It is not even 2 months old and three major parts broke!! I would like a dryer replacement.

Business

Response:

Thank you

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

[redacted] purchased a [redacted] washer and dryer with a 1-year limited

manufacturer’s warranty. On [redacted] contacted us stating the dryer is

making a loud noise and will not turn on. A service appointment was scheduled

for [redacted]; upon inspection the technician found the fan and assembly duct needed

to be replaced and ordered the parts. Once the parts became available [redacted]

was scheduled for [redacted]; upon installation the technician found the strap had

broke since the last service call and determined more parts were needed to

complete the repairs. Our records show some of the parts needed for repair were

not immediately available therefore on [redacted]; we submitted an exchange

request to the manufacture for a possible exchange. Although we are still

waiting on a response from the manufacture, Conn’s has agreed to expedite the

process an issue an exchange on the dryer as a goodwill gesture; no further

credit are due. [redacted] may contact his nearest Conn’s location to initiate

the exchange. We sincerely apologize for any inconvenience Mr. and [redacted]

experienced during this process.

If

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

Kind

regards,

Review: I purchased (financed) a tv through conn's which was a 6 mths same as cash when the 6 mths was up I went back & purchased (financed) a [redacted] Queen adj. foundation for mattress we did our business upon signing the contracts I asked sales person to combine both contracts into one before agreeing to go through he assured us that it was combined before we signed. I received my new payment booklet and paid the amount agreed upon. After the 1st payment was made I started receiving phone calls saying I was late on payments that my stuff had never been combined I've gone into this store which is outta my way to resolve this issue once already and to stop there phone calls and to prevent my credit from going bad since but from the sales person or whomever screw up I'm still getting harassing phone calls 4&5 times daily . I agreed to pay. a total of $146.16 for both my tv and this. Now there saying there gonna have to take up more of my time to resove another issue which should have been done right the first time. Desired Settlement: I would like them to get it right so I can pay my bill like normal purchases should be and I would also like not to reiceve anymore calls from there computers or bill collectors because in all reality I paid on time the amt agreed to. And I would like to be reimbursed for the gas it took to get there.

Business

Response:

Review: I PURCHASED A MATTRESS FOR ABOUT $899.00 IN FEB. 2014 THE MATTRESS BROKE AND I CALL CONNS. THEY SENT A INVESTIGATOR OUT WHO STATED THE BED WAS MISSING A SCREW. THEY SAID THIS TERMINATED THE SERVICE AGREEMENT. HOWEVER THIS IS THE WAY CONNS SET THE MATTRESS UP ORIGINALLY. I AM A SINGE LADY AND HAVE NOT TOUCH THE SET UP SINCE CONNS WAS OUT. I CALLED [redacted] IN REGARD TO THE YEAR WARRANTY AND THEY STATED THEY HAD AN AGREEMENT WITH CONNS TO EXECUTE HIS WARRANTY.Desired Settlement: REPLACE MATTRESS, FIX MATTRESS OR TAKE OFF MY ACCOUNT.

Business

Response:

Thank you for the opportunity to respond to [redacted] complaint. Our records show on 2/23/14, [redacted] purchased a [redacted] mattress and a [redacted] spring both with a limited

manufacturer’s warranty. [redacted] delivery was scheduled on 2/25/14;

Conn’s delivery team placed her mattress and box spring on the bed frame and

rails [redacted] previously owned, no assembly was required.

We received [redacted] complaint and found she contacted our

service department on two separate occasions stating the mattress was sinking

in the center.

Review: I PURCHASED A SAMSUNG GALAXY TAB IN NOVEMER OF 2013 WITH ADDITIONAL WARRANTY TO COVER ANY AND ALL ACCIDENTS. SINCE DECEMBER OF 2013 I HAVE HAD TO SEND IN THE TABLET ABOUT 5 TIMES FOR NOT CHARGING. THEY KEEP RETURNING THE SAME TABLET (AFTER KEEPING IT A COUPLE WEEKS AT A TIME) SAYING THE PROBLEM IS FIXED. AS OF TODAY [redacted] THE PROBLEM STILL PERSISTS. I JUST PICKED THE TABLET UP TODAY AFTER SENDING IT IN 2 WEEKS PRIOR AND THE TABLET WILL NOT CHARGE. I HAVE CALLED TO SEE WHAT THE ISSUE WITH THEM SENDING IT BACK AND THE REPRESENTATIVE COULD NOT GIVE ME AN ANSWER AS TO WHY THEY SENT IT BACK NOT WORKING. THIS HAS BECOME JUST RIDICULOUS NOW. I DID NOT PAY ALL THIS MONEY FOR A TABLET AND WARRANTY FOR THEM TO NOT CORRECT THE ISSUES I AM HAVING. THEY DO NOT SEEM CONCERNED WITH THIS ISSUE BUT I AM FURIOUS WITH THEM AND WITH THIS MATTER ALREADY.Desired Settlement: I HAVE SENT THE PRODUCT BACK NUMEROUS TIME FOR REPAIR AND THE PROBLEM HAS NOT BEEN CORRECTED. I WANT THEM TO REPLACE THE TABLET WITH A NEW TABLET AT THIS POINT. THEY ARE NOT RESOLVING THE ISSUE BY TRYING TO REPAIR SO A NEW TABLET IS WHAT I FEEL IS NEEDED.

Business

Response:

Thank you

for the opportunity to respond to Mr. [redacted] complaint. Our records show on 11/21/13,

Mr. [redacted] purchased a Samsung Galaxy 3 tablet with a 25-month Repair Service Agreement

Plan.

We

received Mr. [redacted] complaint and found he contacted our service department

on four occasions dated from 1/5/14 to 9/16/14; regarding his tablet not

powering on or holding a charge

· On

1/5/14 Samsung replaced the Jack-Micro USB; unit tested ok· On

4/3/14 Service technician was unable to duplicate charging issue and replaced

charger cable; unit tested ok· On

8/25/14 Service technician was unable to duplicate problem; the tablet fully

charge unit tested ok· On

9/16/14 Service technician replaced the USB cable based on Mr[redacted] problem description and was able to fully charge

the tablet

Review: AFTER I signed the contracts sales rep realizes he didnt pull correct laptop & ultimately didnt even have it in stock. I left with nothing showing I had not recvd merchandise & would be called once they were in. I was told throughout the sale I would have the [redacted] on the laptop for 90 free & given the option to purchase after, that the $350 extended warranty I purchased included technical support should I need it for 3 years & I could call the 800# to receive a free download of antivirus for my computer. I picked up the computer late the next day & left town first thing the next morning. Once I returned & had it set up I called the 800# to get the antivirus. After a good 45 min on the phone w/tech support shadowing my computer I am told I cant get any support unless I purchase a package starting at $300. I called store the next day, speaking with my sales reps manager he confirms that I am correct my extended warranty covers tech support & its a new program the man on phone didnt know what he was talking about. I called 800# again and got the same thing. I called my rep & asked to find out the problem, he looks into and calls back saying sorry I misunderstood information given in a sales mtg, you dont get tech support...AFTER I purchased a $350 package that did. He said to bring my laptop in to the store & onsite guy work on it. Guy is supposed to be there at 11, I get there at 11:15. Sales rep says wrong again guy comes in at noon, about 1:15 I get a call (mind you I dont live near the store so I am staying close by waiting) needing my pswd. At 2:30 I go to the store to pickup my laptop. I spoke w/inhouse tech rep regarding antivirus which still wasnt put on my computer. Once home I check my email on my phone, I have a thanks for cancelling [redacted] email. Its only been 30days! Their tech support CANCELLED MY FREE SOFTWARE THAT CAME WITH THE COMPUTER. I got online trying to contact [redacted] to correct issue, I cant. Tech also threw away my manual & warranty reg!Desired Settlement: The above doesnt cover half the issues of my purchase on [redacted]. No I get no calls back from store. I would like them to give me a complete refund and take the computer back or give me a new computer (exact same) having it set up correctly with all the promised during the sale as well as a $200 credit for the hassle and nightmare this has been. Too much time, phone calls etc and I still dont have a functional laptop!

Business

Response:

Review: My normal monthly bill amount with Conn's is $138.58. I noticed that I was being billed in [redacted] for $163.58 which is $25 more than usual. I called Conn's and was told that I was being charged a $5 late fee for the month's of [redacted] 2013, [redacted] 2014, [redacted] 2014, [redacted] 2014, and [redacted] 2014. I did call and setup payment arrangements for each of those months and was told by a Conn's representative each time that I would not have a late fee assessed since payment arrangement was setup within 10 days of payment due date and as long as payment was made within 7 days of the arrangement, which I always did. On top of that the late fees never showed up on my monthly statements or on the online billing/payment system. For example I was supposedly charged a $5 late fee for [redacted] but the fee never appeared on my [redacted] or [redacted] statement or online. I was just suddenly billed for the lump sum of $25. Since the fees never appeared on my account I thought everything was okay with the payment arrangements that were made until I was suddenly billed for the extra $25. I had a request to have the fees reversed which was apparently rejected by a [redacted]. I do not feel that I should have to pay the late fees as I was told BY CONN'S REPRESENTATIVES each time that I would not be charged any late fee since I had made arrangement. My payment arrangements can be verified with Conn's as it is noted on my account each time I setup an arrangement. I did call and speak with a Conn's [redacted] who stated that payment arrangement still does not stop late fee and even if this is the case I still feel that I should not have to pay as I was misinformed by their representatives. Had I been told something different I would've found another way to make payment on time to avoid late fees.Desired Settlement: A billing adjustment on my account for the $25 is my desired outcome. Conn's employees/representatives should also be trained better on company policies and procedures to avoid misinforming customers in the future.

Business

Response:

Thank you for

the opportunity to respond to [redacted] concerns regarding late fees assessed

on account #[redacted].

[redacted] was of the impression that if he post-dated his payment he would

not assess a late fee. Late fees are

assessed when an account is past due ten or more days regardless if a payment

has been post-dated.

We have reversed $25 in late fees due to the confusion.

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

inconvenience he has experienced due to this matter. Please allow 7-10 business days for the late fees to be removed. Thank you,[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. From: [redacted] Sent: Thursday, [redacted], 2014 1:12 PM To: [redacted] Subject: complaint #[redacted] I received this message stating that the late fees would be reversed. My case was recently closed but I never received a credit for the $25 that was charged to me and I ended up paying the $25 out of my pocket. This case has still not been resolved as they never gave me a credit for $25 on my account and I had to pay the $25 in late fees. I would just like a reimbursement for the $25 that I paid as a credit on my account.

Regards,

Business

Response:

Thank you for the additional opportunity to respond to [redacted] concerns regarding his account. We have attached a copy of the loan ledger for [redacted] records showing the $25.00 credit to his account regarding the late fees. Thank you, [redacted]

Review: I purchased a couch through financing through conns less than 2 years ago. I was told I should purchase the insurance to repair the furniture. The EXACT wording from the sales man was it covers EVERYTHING except pet damage. He even gave me an example, that if I sat on the couch and poked a hole in it with a screw driver its covered. I called in a repair, the repair company came out, and told me a new cushion cover would be ordered, and he would get back to us within a week or so. INstead we get a call from a rep at conns saying its not covered?? The couch is less than 2 years old, I have no pets, or children...me and my husband are proffessional workers, who rarely even use the couch....yet one cushion is splitting in several areas....conns is refusing to honor the agreement to repair the couch....I dont understand why I am paying for the insurance? We have never called in a repair on this couch....considering its less than two years old, I am sick that its already falling apart, and conns wont honor the agreement. We have been loyal customers. We always make our payments, have purchased several items through conns. We were even about to go purchase our new washer and dryer through them...but not if this is how they treat loyal hard working people. Too make it worse we have been lied to twice when we ask for a corporate number, and routed to other locations that are not corporate numbers. I finally spoke to the store manager where I have done all of my purchases for the last 5 years....and she was the only one who wanted to help. Her name is Mrs. [redacted] She agreed with me that the cushion should be covered??? Also I wanted to see how sneaky they are being, so I called and spoke to a salesman on the phone. I told him I was interested in a couch, and did he have any insurance, because I wanted to make sure my furniture lasted 4 years, or at least the time I am financing it for.....he very excitedly said yes! Then went on to tell me EVERYTHING it covers....I even specifically asked questions. What about if the leather tears? Yes ma'am! What about if my toddler cuts it up? yes ma'am! The practices occurring with these salesmen are horrible.Desired Settlement: My couch needs to be repaired in a timely manner like conns originally agreed to do.....Conns needs to honor the repair agreement.

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted] complaint. Our records show on 3/13/13, Mr. [redacted] was approved for an exchange

on his furniture and reselected the Albany Winston sectional set which

consisted of two pieces (right arm and left arm sofa) with a 48-month Repair

Service Agreement Plan.

We received Mrs. [redacted] complaint and found she contacted the

service department on 9/30/14 stating the seat cushions was cracking on the

left arm of the sectional. A service appointment was scheduled for 10/18/14;

upon inspection the serviceman found the seat cushion cover was cracking in

several areas and submitted information for review. A Conn’s furniture claims

representative contacted Mr. [redacted] on 10/27/14 and informed him that based

on the serviceman’s finding and photos, cracking and peeling of the material is

not covered under the Terms and Conditions of the FurnitureGard Plan. Please

refer to your Terms and Condition Number

(15) What Is Not Covered; Letter (M); cracking

or peeling of the leather topcoat or finish (except where cracking or peeling

to the leather topcoat has occurred despite application by You of leather

maintenance products as recommended that fails to perform as intended.

Although the

reported damages are not covered by the FurnitureGard Plan, as a gesture of

goodwill Conn’s has agreed to order replacement cushions and ship the material

to Mrs. [redacted] resident to complete installation. We sincerely apologize for

any inconvenience Mr. and Mrs. [redacted] experienced during this process.

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

1-877-358-1252.

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. Thank you for your help

Review: I purchased livingroom funiture, a leather couch and two leather chairs, in [redacted]. in m[redacted] the leather on all three items was fading. I called and they sent somebody out to look at the funiture. at that time I was told I could return the items for store credit. I purchased new furniture and was billed for the new furniture as well as the originaly purchased items. I paid for both sets of furiture for a couple months before I realized it. I called again to straighten it out and they took the original items off but did not honor the store credit. I am being overcharged and mislead. my credit score has been negativly effected by their mistakeDesired Settlement: I expect a full refund

Business

Response: