Conns Appliance, Inc.

Review: I Purchased a washer and dryer on May 10th, 2014. The delivery team didn't complete set up (no hookup on the steam portion of the dryer) turned the units upside down to attach the base then left. Both units were shaking horribly. I called and reported the issue. They sent the same delivery team to "fix" the issue. They "balanced" the washer and dryer but told us the dryer is supposed to be wobbly and if there is still an issue it's with the drum inside and to call repair services. Shortly after my husband pulled the dryer out to connect the steam option (that the delivery team lied and said they didn't have the parts for.) When he did he noticed the dryer was "balanced" in the back between the pedestal and the dryer with a broken piece of plastic and an owners manual. We called repair, they came out and balanced out the washer and said there was never anything wrong with the drum of the washer they just were not balancing it properly. The dryer he said he couldn't fix because it was broken brackets that he doesn't have and that Conn's is going to have to sent someone out to fix it. I called and called for a month with no returned calls and a lot of attitude. After FINALLY getting the delivery team to come out on Thursday May 26th. (after the payment due date) The delivery team said the pedestal is broken and they need to get a new one out to us. It's 2 days later still no call/email on when a new one will be sent but we have gotten a rude collector calling insisting we make a payment or he'll charge us the entire debt. I call last week to request a due date change because I don't think I should have to make a payment on something that is broken. I told the man I did as such and he told me to bad I have to make a payment anyway and he will not give me a due date change. That it doesn't matter that it's broken I still have to pay for it. I've been calling for a 1 1/2 months to get this resolved no one has returned my call so I don't trust it will be taken care of until it's actually been fixed!Desired Settlement: Replacement of the pedestal and change in due date for AFTER my item is fixed at the very least! At the most compensation (on top of the first two requests) in the form of credit on my account for the time, stress, and inaction of this careless company.

Business

Response:

Thank you for the opportunity to

respond to Mrs. [redacted] complaint. Our records show on 5/10/14,

Mrs. [redacted] purchased a Samsung high efficiency washer and dryer with a

24-month Repair Service Agreement on both items, two Samsung pedestals, 3 wire

dryer cord, and delivery totaling $2,013.51. After reviewing Mrs. [redacted] complaint Conn’s has agreed to honor Mrs. [redacted] request and

exchange her pedestal. Mrs. [redacted] pedestal is scheduled to be

delivered on7/07/14. In addition Conn’s has

agreed as a goodwill gesture to change her first payment due date to 7/24/14.

We sincerely apologize to Mrs. [redacted] for experience and inconvenience as a

result of delay.

If we may be of further

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

Kind regards,

Review: Took deliver on Lg Smart TV on 09/12/2014. alone with TV stand and, home repair warranty.2 weeks after purchase 09/26/2014 TV started flickering and screen going black no picture only sound . Would have to turn TV remote off then on again. This Happen 2 times before I went back to Conn's and spoke with sales rep [redacted] who sold me the tv. on 9/30/14 .(Also on purchase she never instructed me on there return/exchange policies. When I went back to store 9/30/14. I Ask for exchange for Another brand of TV since the one I had was malfunctioning. [redacted] told me The repair people had to come out to see the tv first. That was untrue they did come out stayed about 3 to 4 minutes 10/01/14 the repair men did not tell me what was wrong with TV. That same day 10/01 I called Conn's and spoke with the manager [redacted] told me to take pictures when TV goes blank( I did better than that I filmed it) Again would not let me have another tv . Conn's order parts for tv 1 item was the mother Board that's the main circuit for the TV .This TV is no good to me they came out and fix (TV 10/08/14 I have called customer service x3 And there is a return / exchange policy 30 days for Tv with 15% restocking fee which I do not agree with this tv is no good so why would you have to pay a fee for a broken tv you only had for 2 weeks. But Conn's have never offer for me to get another tv >I do not want this tv I want a new TV.Desired Settlement: A new TV not a LG but another brand. I have put $800.00 in payments. Total for TV was1,399.99

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted] complaint. Our records show on 9/11/14, Mrs. [redacted] purchased a LG 60’ Smart TV

with a 25-month Repair Service Agreement Plan and elected Conn’s delivery and

installation. On 9/12/14, Mrs. [redacted] signed her delivery ticket acknowledging

she received her television in good order.

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

service department on 10/01/14 stating the television was flickering and the

screen goes black. A service appointment was scheduled for 10/2/14; upon

inspection the technician found parts needed to be ordered for repairs. Once we

received all the parts, Mrs. [redacted] was scheduled to complete repairs on

10/08/14. On 10/08/14, the technician replaced the main board and power supply;

tested the television and the unit tested ok. Mrs. [redacted] contacted our service

department again on 10/9/14, stating the remote was not working and all her

Apps were removed from the television. A service appointment was scheduled for

10/10/14 however; when the technician contacted Mrs. [redacted] on the date of

service she informed the technician that she no longer needed service. Mrs

[redacted] stated she contacted the manufacture who instructed her on how to reset

the remote and Apps on her television therefore, the service order was cancelled.

As of 10/16/14, we have no indications of any further issues Mr.

[redacted] is experiencing with her television. If Mrs. [redacted] is in need of service,

she may contact our service department at [redacted] to have a technician

re-assess her television. We sincerely apologize for any inconvenience Mrs.

[redacted] experienced during this process.

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

Business

Response:

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

additional comment. After further review of Mrs. [redacted] service history,

Conn’s has agreed to exchange her television. Our records show we no longer

have the model Mrs. [redacted] purchased therefore; we will issue a store credit in

the amount of $1399.99 (the original amount paid) to re-select another

television. Mrs. [redacted] may visit her nearest Conn’s to initiate the exchange.

We sincerely apologize for any inconvenience Mrs. [redacted] experienced during this

process.

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

1-877-358-1252.

Sincerely,

Dyeisha Williams

Consumer

Response:

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

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

Review: I purchased a front load LE washing machine model number [redacted] on May24,2014. I call Conn's service center on June27,2014, because my washing machine makes loud noise (like the gears are changing) and it vibrate extra. When I have washed over 6 hours I smell metal; It smell like burnt metal. [redacted] from Conn's Factory Service came to my home on July3,2014 at 11:10am to fix the washing machine. [redacted] had me to wash a small load of towels. He heard a noise. Then [redacted] and his worker pulled the washing machine out to removed the back cover plate and the top cover plate on the washer. The top cover plate had dents that I was not aware of until [redacted] showed me; and he also asked me if I purchased this washer on "CLEARENCE". I think I received a washing machine that was not new out of the box. And if this washing machine is new, I should not need to have it repaired. [redacted] stated it was not anything wrong with the washer. This washing machine is louder than my old washer. According to LE website this washing machine should not make a lot of noise.\par Product_Or_Service: HE FL Washer (Graph\par Account_Number: [redacted]Desired Settlement: Replacement I would like for Conn's to replace this washing machine with a new washer that work proper without any dents. I'm paying too much money for this washer. I should not hear my washer rocking side to side, jumping or the gears changing. [redacted] stated I should only wash a small amount of clothes and everything should be okay. When I wash I do not over fill the washer.}

Business

Response:

Thank you for the

opportunity to respond to Mrs. [redacted]’ complaint. Our records show

on 5/25/14, Mrs. [redacted] purchased a LG high

efficiency washer and dryer which came with a limited 1-year manufacturer

warranty. Mrs. [redacted]’ washer and dryer

was delivered in good order, dents were not noted at the time of delivery. In addition, we have reached the serial

numbers and found this washer had not been previously owned.

Our records indicate Mrs. [redacted]

contacted us on 6/27/14 stating her washer was vibrating and making a loud

noise. A service call was set-up and

upon inspection the technician did not find a problem with the washer. Mrs. [redacted] expressed her dissatisfaction with

the performance of the washer but was advised the washer was performing to the

manufactures’ specification; therefore an exchange was not approved. Mrs. [redacted]’ purchase has exceeded our 30 day

Return/Exchange policy however; Conn’s is willing to extend the offer for Mrs. [redacted]’ to exchange her washer and dryer with a $129.00 exchange fee. This offer will expire on 8/8/14.

We attempted to contact Mrs. [redacted] at the phone number on file but it was not a valid number. If Mrs. [redacted] elects to accept our offer she

may visit her nearest Conn’s to reselect.

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

Kind regards,

Business

Response:

Our records show on 5/25/14

Mrs. [redacted] purchased a LG washer and dryer that came with a 1 year manufacturer’s

warranty. Our records shows Mrs. [redacted] choose not to accept the exchange offer that was made in our previous response.

If Mrs. [redacted] should need service in the future she is welcome to contact Conn’s

or LG for her repair needs. Conn’s

service may be reached 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 would like my washer to be replaced or a extended 3 year warranty in writing. Conn's do not stand by what the company advertise

"Satisfaction guarantee."

Regards,

Review: I purchased a refrigerator on 4/29/14 it was delivered on 5/3/14 & left in the middled of my kitchen floor not connected or pushed backed. Once I connected it, I found that the ice maker doesn't work and it's too big for the space. It blocks my back door which is a fire hazard. I have ask conns for over a month now to come and pick up the refrigefator and replace it with one the works and one that doesn't block my back door. Nothing has been done. I have got the run around from the first day I called and it has continued.Desired Settlement: Before I purchased the products the salemans explains that if there was any problem with my items as in if they didn't work or didn't fit because other customers has had to bringd things back because they didn't fit in their house and etc...it would be taken care of and that's exactly what I want him to do is take care of the problem and stop giving me the run around.The salesman the manager and even the corporate office hasn't helped at all.

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted] complaint. Our records show on 4/29/14, Mrs. [redacted] purchased a LG refrigerator from us. Our records indicate Mrs. [redacted] was scheduled for delivery and received her refrigerator on 5/03/14. Mrs. [redacted] contacted us on 5/14/14, stating her refrigerator was too large for her residence and she wanted to exchange it. After reviewing Mrs. [redacted]’ complaint Conn’s has agreed to offer Mrs. [redacted] the option to return or exchange her refrigerator with the $129.99 exchange fee. We attempted to contact Mrs. [redacted] of this offer, but we were unsuccessful in our attempt. Mrs. [redacted] may visit her nearest Conn’s store to reselect. We sincerely apologize to Mrs. [redacted] for the experience she has had as a result of delay.

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

Kind regards,

Review: I made a purchase of a nobel sofa, wedge, loveseat, recliner on 6/14/2014.We waited all day for the delivery. [redacted] in Conns warehouse stated that they would take the delivery charge off of the bill. $129.99. Come to find out the charge will not be deducted until the bill is almost paid out. That what Conns stated after the fact.The wedge was returned. It was purchased at your clearance center on [redacted] However, the sofa has a tear, the two seat recliner does not work properly on both sides. I called for a service repair. The latest that they could send a technician until July 12, 2014. That is too long of a wait. This is unacceptable. I pay my Conns bill on time and I am never late. We need help now. I am forwarding this to the Revdex.com.Thanks [redacted]Desired Settlement: They either need to come and fix the furniture before July 12, 2014. Or they need to replace it.

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted] complaint. Our records show on 6/14/14,

Mrs. [redacted] purchased a Catnapper Nobel furniture set which consisted of four

pieces (sofa, loveseat, recliner, and wedge) with a 1-year limited

manufacturer’s warranty however, the wedge was returned and a credit of $216.50

was processed to Mrs. [redacted] account. On 6/20/14, Mrs. [redacted] contacted us

stating the recliner cushions are loose, the wood is visible and it was not working

properly, also there were three nicks on the sofa. Mrs. [redacted] was informed

that nicks are not covered under the manufacturer’s warranty however; we could schedule

a technician to come out to assess the recliner. Our records show Mrs. [redacted] service appointment has been re-scheduled for 6/27/14 as requested.

If we may

be of further assistance, Mrs. [redacted] may

contact Customer Service at [redacted]

Kind regards,

Customer Relations

Review: After being approved for a line of credit with Conn's [redacted], I went into the store twice after being contacted by Sales rep. [redacted] who called from ###-###-####. My wife and I went to the [redacted] store and selected a Washer and Dryer and Mr. [redacted] even told and showed us the board when you walk into the store big sign that stated Free Delivery if over $799.00 which also matched your add flyer. Then pointed out after entering everything in the computer that after chatting with his boss that item does not qualify for free delivery since it ends with a 7 and not a 9 in the dollar amount and not being reordered. I pointed out that the add does not state Sale items and the product is not in the isolated Clearance Area of the store which I could totally understand. After speaking to my wife, I contacted the sales person again and said I would pay the delivery and will see him later on 8/24/2014. I could not make it to the store by the closing time and he sent me a text to call him on 8/25. I returned his call and he then added he was not comfortable selling that set to me and that I have to buy the more expensive set next to it. He then added that the set we selected would not (now) qualify for the 12 months interest free. I pointed out he had now bait and switched me.Desired Settlement: Advertising needs to be honest and truthful for a consumer at all times especially when a Sales rep is the one that says "your are qualified for free delivery and 12 months interest free" They need to honor the original deal and deliver for free and make sure the set is interest free.

Business

Response:

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

complaint. Conn’s would like to apologize

to Mr. [redacted] for the experience he had while shopping in our store his

concerns have been addressed to ensure it is not repeated.

Conn’s has agreed to honor Mr. [redacted] request to purchase

the LG washer and dryer set with a 12 month cash option and free delivery. Our records show Mr. [redacted] completed his

purchase on 8/28/14.

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

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

Review: In November 2013 I purchased a new gas range, TV and Blue Ray player from the Conn's in Pearland. The day my range was to be delivered my TV and Blue Ray players showed up but no range. I called the store and was told it was back ordered and they didn't know why the computer had showed it in stock. It would be a couple of weeks until it was available. I explained that was not going to work with the approach of the holidays. I ask if they could deliver a different one. I returned to the store and did the new contract for a different in stock model. It was delivered the next day. I spoke the my sales person and he said they would call when the out of stock model was ready for delivery.About 2 weeks I got a call from the delivery service saying they had a delivery for me. The next day they delivered the back ordered range(called #2 from now on). In January the collection calls started for 3 accounts. I made payment on the TV, Range #1, and Range #2 to keep my credit from being damaged. They told me they would fix the problem. Now it is May and they call me constantly several time a day wanting me to pay for Range #1. I have spoken to managers and no one can fix the problem. Today I was told you need to go back to the store and have them fix the problem. I have been treated like a dead beat several times when they have called. Saying things like well you are Mrs. [redacted] aren't you. How can you not know where the range is now. Are you sure you don't have 2 ranges. It is horrible. I have had to leave business meetings to take these calls and now look like a dead beat in front of my company owners and customers. They call constantly. I always answer because of the number being local.Desired Settlement: My Credit Report correctedPhone calls stoppedPayments moved to current accountCompensation for my time and the harassing phone calls

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted] concerns regarding account #[redacted], and [redacted]. Mrs. [redacted] states the gas range that was purchased on December 2, 2013 was

on back-order at the time of purchase and was never delivered. Mrs. [redacted] opted to return to the store on December 6, 2013 to

purchase the second range.

She is requesting we close account #[redacted] and

remove negative credit marks from her credit bureau.

According to our records Mrs. [redacted] signed a 30-month

retail installment contract on December 2, 2013. Account

#[redacted] included a gas range and the connections. Mrs. [redacted]

also signed an additional 32-month retail installment contract on December 2, 2013.

Account #[redacted] included a 55” television, a Blu-Ray Player and a wall mount.

On December 6,

2013 Mrs. [redacted] returned to the store and signed a 32-month retail

installment contract. Account #[redacted] included another gas range and the

connections.

The television and Blu-Ray player listed on account

#[redacted] were delivered to Mrs. [redacted]’s residence on December 5, 2013. The

range purchased on December 6, 2013 listed on account #[redacted] was delivered

to Mrs. [redacted]’s residence on December 7, 2013. The range purchased on December 2, 2013,

listed on account #[redacted] which was on back order, was delivered to Mrs. [redacted] residence on December 15, 2013. All three

delivery tickets were signed confirming acceptance of the

merchandise.

The signatures on the delivery tickets are consistent

with the signatures on file for the customer's

accounts.

All records indicate Mrs. [redacted] has both gas ranges in

her possession.

We will mail copies of the signed documents to the

address on file for Mrs. [redacted]. Due to signatures on file confirming

acceptance of the merchandise, we are unable to close account #[redacted] or

remove any credit marks associated with the account.

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.

The company that handled the delivery of the back ordered range took the 1st range back. I don't have documentation showing that but the delivery service called and confirmed that the driver had taken the range with them. The store Manager said he knew that the range was returned to Conn's. Conn's has not contacted my employer and I was given 3 days off without pay to take care of this matter. I have spoke to Conn's on Sunday May 18th and was told a credit has been issued. I have been told this same story for months. I am very unhappy with this service. I am not happy that it cost me $750 in pay and has been reported 30 and 60 days late at this point.

Business

Response:

Thank you for the again additional opportunity to

respond to Mrs. [redacted] concerns regarding account #[redacted], and [redacted]. We appreciate the additional

information Mrs. [redacted] provided in order for us to resolve her concerns. We are

in the process of crediting the range to account #[redacted] We will

reverse all late fees and credit marks associated with the account. Please allow

30-60 days for the credit reporting agencies to update your credit

report.

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

any inconvenience she experienced due to this matter.

Review: I have purchased a Computer/Tablet 20" Sony Viao on my " CREDIT " for a gift to my husband from Conn's in Hulen, Fort Worth, Tx in the beginning of November 2013. The first week we had the computer at home it was not working properly so I took it to Conn's, where I originally purchased the Sony Viao touch screen. I did not get a call about the computer being fixed or explanation for the computer malfunctioning. I did however receive numerous phone calls regarding my bill. In short, I am very dissatisfied with their company and their unprofessionalism. I have asked for a manager or supervisor on multiple occasions and never got a response. I have taken this computer to them three different times.

Product_Or_Service: November **, 2013

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

In all actuality, I do not want a refund, I just want it to where as if I never bought it. As of right now the computer is still at the store which it took me a week to locate.

Consumer

Response:

My issue with Conn's is still, to my satisfaction, not resolved, Thursday April [redacted] 2014 at 4:26 p.m., I received a phone call from a young lady from the corporate office, I believe, the business number, [redacted] per our conversation. she stated the reason for the call was to inform me that the insurance that I am paying a lot of money for does not cover the problem I am having with the merchandise. I feel that they have sold me a lemon of a computer and they still have not yet gave me a reason what so ever what the problem is. Or even tried to apologized. They must not really care about their customers..!!! I am not happy at all.

Business

Response:

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

11/**/13, [redacted] purchased a Sony Vaio computer with a 37-month Repair

Service Agreement Plan. On 11/*2/13, [redacted] contacted service stating the

computer would not connect to the internet, would not access apps, and was not

updating. A service call was scheduled

for 11/**/13; upon inspection the technician ran diagnostic tests, recovery and

updated operations system and driver. On 1/*/14, [redacted] contacted service

stating the computer would not power on and a service call was scheduled for

1/**/14. The technician reported the unit tested ok and reinstalled windows to

the computer. On 02/**/14, [redacted] contacted service again stating the computer

screen was frozen. On 2/**/14; the technician ran diagnostics test and

determined there were no hardware issues with the computer and the unit passed

test with no problems found. Our records show that the unit was returned to the

store location on 3/**/14 for [redacted] to pickup. We contacted [redacted]

on 4/**/14 to discuss her concerns and she notified us that she picked up the

unit up on 4/*/14. We explained to [redacted] that although there has been 3

service calls related to this unit, all were software related issues which is

not covered under warranty. [redacted] is aware that at this time we are not

able to honor her request to remove merchandise from her account.

If we may

be of further assistance, [redacted] may

contact Customer Service at [redacted]

Kind

regards,

Customer Relations

Business

Response:

Thank you for the opportunity

to respond to Mrs. [redacted] rebuttal. We

have outline Mrs. [redacted] service history in our previous response and again we

are unable honor her request to return/exchange her computer. Our records show on 11/04/13, Mrs. [redacted]

purchased a Sony Vaio computer with a 37-month Repair Service Agreement Plan. The

invoice indicates at the time of purchase Mrs. [redacted] signed acknowledging she

received a copy of the (RSA& Accidental damage) brochure and contract, and

that she understood the coverage associate with the products. I have included a copy of Mrs. [redacted]’s invoice

as well as a copy of the RSA terms and conditions.

If we may be of

further assistance, Mrs. [redacted] may contact Customer Service at [redacted]

Kind regards,

Customer Relations

Review: I AM FILING A COMPLAINT AGAINST CONN'S FOR BAD CUSTOMER SERVICE,AND FOR A REFRIGERATOR THAT HAS NEEDED TO BE REPAIR SEVERAL TIMES,IT WAS FIRST ON 5-30-14 DIDN'T GET RESOLVED UNTIL THE END OF JUNE.A PART WAS ORDERED FOR NOT COOLING AND IT WAS REPLACED WITH A WRONG PART,SO THEY ORDER FROM SAMSUNG WHICH TOOK OVER 1 WEEK FOR ORDER TO BE RECEIVE.THEN WHEN THEY DID REPLACED IT MY FRIDGE FROZE ALL MY FOOD.HAD TO SEND AGAIN A TECHNICIAN TO LOOK AT IT AND ORDER ANOTHER PART SO IT COULD WORK.I AM IN NEED OF A REPLACEMENT THAT IS WHY I PURCHASE A WARRANTY.WHEN I CALL TO OPEN A TICKET I GET HUNG UP ON OR BLIND TRANSFER TO DIFFERENT DEPARTMENTS JUST TO FILE A TICKET FOR SERVICE REPAIR.I AM REALLY NOT GETTING NOTHING RESOLVED PLEASE HELPDesired Settlement: I NEED A NEW REFRIGERATOR

Business

Response:

Thank you for the opportunity to respond to Mrs.

[redacted]’s complaint. Our records show on

4/26/12, Mrs. [redacted] purchased a Samsung refrigerator with a 48-month Repair

Service Agreement Plan. After further research, we found Mrs. [redacted] had

three completed service calls; the last call was placed on 8/22/14 stating the

refrigerator was not cooling. A service call was scheduled for 8/25/14; upon

inspection the technician was able to replace the dispenser cover assembly on

site and the unit tested ok. At this time we are unable to honor Mrs.

[redacted]’s request for an exchange due the repairs has been completed. If Mrs.

[redacted] continues to experience problems with her refrigerator she may

contact the Service Department at ###-###-#### to have technician re-evaluate

her service needs.

If

we may be of further assistance, Mrs.

[redacted] may

contact Customer Service at ###-###-####

Kind regards,

Review: Paid off an account early on June 6th and called twice to make sure no other action was required from myself and was told twice no I did not need to do anything. I had set up month payments to pay on the 15th each month and for a zero balance account they debited $150.00 from my checking account. When I called the first time they told me that it would be back on my card in 24-72 hours. when it wasn't I called back and was told yet another thing, this went on each time I call and each time I was told something different regarding my refund. Finally today for the second time they have told me the check is in the mail and changed the mail date.Desired Settlement: I want my money, they have had $150.00 for 18 days and no seems to care that it was their mistake and should make every effort to correct this immediately.

Business

Response:

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

stated she scheduled an automatic payment for the 15th of each month to a closed account and she

would like a refund of the last payment that was processed.

According to our records, Mrs. [redacted] has two accounts

with Conn’s.

Mrs. [redacted] signed an 18-month retail installment

contract on November 16,

2013 which created account #[redacted]. Mrs. [redacted]

paid this account in full on June 6, 2014. Mrs. [redacted] also signed a 32-month retail

installment contract on December 20, 2013. This

contract created account #[redacted]. The $150.00 payment Mrs. [redacted] scheduled

to process on the 15th of

every month was applied to account #[redacted] which still has an outstanding

balance.

Our records further indicate a refund check in the

amount of $150.00 was requested on June 16, 2014. Mrs. [redacted]'s refund was processed and a

check in the amount of $150.00 was mailed to the address we have on file for

Mrs. [redacted] on July 1,

2014.

Please note, it can take up to 30 calendar days to process an

overpayment refund on an account.. The payoff amount and account information

must be verified before we can release the refund check. We must also confirm

the payment has cleared the customer's financial institution before a refund for

overpayment can be processed. If Mrs. [redacted] does not receive her refund check

in the mail within 7-10 business days, we ask that she contact us directly so we

may track the check.

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.

Their process is ancient and needs to be revised because when a overpayment takes 20 days to be returned but it only takes them 1 minute to debit it from an account the math just doesn't add up.

I received my check but why should I have to wait.

Review: I had an issue with this company on products and the customer services due to I live in Clovis NM they refused to deliver products due to in there opinion not living in america. then there was the TV I brought was 3d and the glass was broke when I got the TV they would tell me they was getting me replacements all to find out they decided I was not a valued customer enough to do that also there was the ped for my washer was to be in red they gave me a white and I end up making 4 trips to Amarillo TX due to there incompetence of the associatesDesired Settlement: they did nothing but say it was my faulted for this all

Business

Response:

Thank you for the opportunity to respond Mr. [redacted] complaint. Our records show on 4/11/14, Mrs. [redacted] purchased a LG washer and dryer, two LG pedestals,

and a Samsung 51” TV from us. We attempted to contact Mr. [redacted] on 5/12/14 to discuss his concerns but we were unsuccessful

in our attempt. We appreciate Mr. [redacted] for bringing his concerns to our attention and would like to apologize

for the manner in which his concerns were addressed. As token of our appreciation Conn’s has

mailed Mr. [redacted] a $50.00 Conn’s gift card.

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

Service at 1-877-358-1252.

Kind regards,

Customer Relations

Review: I called Conns Service Repair line about a week ago to report a problem with my refrigerator. I had not heard from them after 4 days of waiting so I called again and was told by customer service that I had to call back the next day because there was nothing they could do about my problem as they had no available technicians. I called the following morning and was told the same thing by the customer service therefore I asked for a supervisor because I didn't want to keep calling back everyday and go through the list of items that I had to verify in order to even speak to anyone. I was told by the customer service lady "[redacted]" that she would transfer me; I was placed on hold for about 10 minutes before I was transferred back to customer service where I spoke to a lady "[redacted]" who insisted that I giver her my information all over again so I gave her my phone number related to the account I told her I just wanted to find out a date when I would get my refrigerator serviced. I was told by "[redacted]" that she could not give me a date until I give her my address I asked her what the purpose was in giving her my address if they were not going to send anyone out I had already given her my phone number and she had my account in her computer she insisted that "I HAD TO" or she couldn't assist me I asked what different it was going to do if she is telling me no one could come out and check my product and she couldn't go further until I "VERIFY" my information I refused to do so, so she told me she could not assist me any longer at this point I was insisting on speaking with a manager/supervisor and she again told me I HAD TO GIVE HER MY FULL NAME, ADDRESS, AND PHONE NUMBER. I told her I already gave you my phone number why do you want it again and she preceded to tell me "I HAD TO" I refused I told her LET ME SPEAK TO YOUR SUPERVISOR and she said only when I give her the information she is requesting I refused and told her I needed to speak to her supervisor about her service so she put me on hold again for another 10 minutes before a supervisor "[redacted]" came on the line and told me as he came on that "[redacted]" was just doing her job its her job to get all the information even though I had already given it to her if she asks for it again I must comply and give it to her because they need to look at their screens I asked if this was how I would get someone here he said well no because we have no techs that are available to go out there we just need to get your information. He didn't seem to get my point why was I going to keep giving everyone my information if there was nothing they could do about my situation. I asked Mr [redacted] what his first name was because in my opinion he was not a supervisor by the responses he was giving me he seemed to be another customer service rep misrepresenting himself as a supervisor. Mr [redacted] said it was CONNS policy NOT to give out first names but here they were asking for everything short of my blood type which they wanted to say that I HAD TO give to them. I find this ridiculous why wouldn't they be able to provide me with their full name but I have to give them all my information which they should already have on their screen once I gave them my social or phone number? Every time I have called Conns either to the store or customer service I have had bad experiences and when I try to report these experiences they need to know who I had the bad experience with but SUPRISE they don't know who that person is being that I only have a name (maybe first, maybe last, maybe fake).Desired Settlement: I would like my refrigerator serviced ASAP and I would like Conns to have better training for their employees on customer service, either it be customer service reps, service reps, managers, store payment collectors, and even the sales people. These sales people need to start informing the public that when you get this service contract added to your account that they have 30 days and will probably take 30 days to come out and service your product. I could have saved my $300 plus on purchasing this extended warranty and just pay out someone locally who will charge me about that much.

Business

Response:

Thank you for the

opportunity to respond to Mrs. [redacted] complaint. Our records show on 9/30/11, Mrs. [redacted]

purchased a Samsung refrigerator and 48- month repair service agreement from

us. Our records show Mrs. [redacted]

contacted us on 5/5/14, stating her refrigerator panel would not function. A service call was set-up and scheduled for

5/12/14, upon inspection the technician found the display panel was working properly. Conn’s would like to apologize to Mrs. [redacted]

for the experience with our Customer Service department. We value Mrs. [redacted] as our customer and

appreciate her for bringing her concerns to our attention.

If we may be of further

assistance, Mrs. [redacted] may contact us at [redacted]

Kind regards,

Customer Relations Officer

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 5/12/2014 2:05:35 PM and assigned ID [redacted]

Regards,

Review: Purchased appliances from Baton Rouge Conns on [redacted] in November 2013. Fridgerator was dented when delivered. Delivery man stated that we could take a 10% refund or have them take appliance back. He spoke to his manager in the Layfayette LA Warehouse to verify this. We chose the 10% refund. Numerous phone calls to both the store and to the warehouse were made in the next 4 months. Always being told that it was being handled and that the refund would go back on our GE account where we financed the items. Still no refund. Spoke to both the warehouse ([redacted]) today who put me on hold for over 15 minutes and never came back to phone. Another person ([redacted]) answered and said that [redacted] wasn't there and that no managers were there as they all leave at 1:00. Talked to [redacted] then at corporate office in Beaumont, who told me she would call me back in a little while after hearing my complaint and verifying that the refund had not in fact been put through. Our item was $2499.99 so our refund should be 10% of this. I am requesting that Conn's fulfill their promise and send us a check for $250.00 or credit our account immediately.Desired Settlement: 10% of the purchase price of the refrigerator purchased in November at Conn's

Business

Response:

Thank you for the opportunity to respond to [redacted] complaint. Our records show as of 2/**/14, a credit of $250.00 has been processed towards her GE account. We apologize for the delay and inconvenience that has been caused. We have included our supporting documents in our response.

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

Kind regards,

Customer Relations

Review: I ordered a tv from conn's using my credit account. When placing an order #[redacted], I was advised by [redacted] id#[redacted] to add an equipment protection plan for the cost of $250.00. I was informed the insurance would cover complete product replacement if something was to happen to the tv "it would be replaced for a scratch". I was told the term of the insurance would be through 2015. About a month ago the tv began going out for a short period and them would turn back on. I was instructed by a manager Mr. ** (would not give last name) the tv would be repaired with a 3-5 business day time frame, after a week of no word, I contacted the store and talked with Mr. [redacted] who verified my insurance and assured me my issues would be fixed. At this point my tv had been down for 2 1/2 weeks. After another 3 days of no response or resolution, I went into the store and demanded to talk with a manager. I was told no manager was there to assist me and again I would be contacted. After a 2 day waiting period I contacted the store and spoke to the origin** rep who sold me the tv and insurance policy. I was told that she was currently speaking to the area director on my issue and gave me Monday 4/14/2015 ad date of completion. As of Monday my tv was still broken. The 3-5 day time frame was passed and they had not yet come out to pick up the tv for repair. I again called the store and advised them of the bill I had recently paid on my conn's account as well as the cable bill paid but I was still unable to turn on my tv. After another 3 day wait I turned the tv into the store. The manager I spoke to that told me my issues would be resolved by the 14th and to come into the store and speak with her but she was off that day and the next. When I turned the tv into the store I was told I could not leave the merchandise there but was not given a date for pick up or replacement. At this point the tv has now been broken for a month, returned and paid for and I have still not received a time frame for resolution.Desired Settlement: I would like the tv replaced for a brand new one. I've been waiting a month for them to replace the parts needed and I know the issues with the tv would continue. I would also like to be contacted by a manager for the store to explain the incompetence of the staff and the lack of willingness to assist the customers.

Business

Response:

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

1/25/13, Mr. [redacted] purchased a Samsung 60” TV with a 25-month Repair Service

Agreement Plan. On 3/3/14, Mr. [redacted] contacted us stating the television

screen keeps blacking out and only has audio. A service call was scheduled for 3/6/14;

upon inspection the technician did not find any mechanical defects with the

unit and suggested that Mr. [redacted] contact his cable provider to inspect the

cable box. On 4/2/14, Mr. [redacted] contacted us again regarding the same issue; a

service call was scheduled for 4/3/14. Upon inspection the technician found

parts needed to be ordered however, there was a delay with the parts needed for

repair. We apologize for the inconvenience Mr. [redacted] experienced as a result

to the delay. Conn’s has agreed to exchange Mr. [redacted]’s television due to

service delay; as of 4/17/14 Mr. [redacted] selected a new Samsung 65” television.

If

I may be of further assistance, Mr.

[redacted] may

contact Customer Service at 1-877-358-1252.

Kind regards,

Customer Relations

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: Bought a GE window unit on 7-26-2014 and the extended warranty that I was told if something happen to unit for 3 years they would replace it WELL good luck with that. Well it went out 8-2-2014 6 days after installed. Called conn's they said bring in ok took out unit Boxed up unit still had every thing and took back to conn's at Gateway where I got bought from talk to manager HE SAID O SERVIVE OFFICE CLOSED TODAY CAN"T REPLACE TILL SERVICE LOOKS AT. THAT WAS NOT WHAT I WAS TOLD WHEN I BOUGHT WARRANTY REPLACE, MEANS REPLACE. I'm 60 plus years old have Heart problems 3 strokes retired disabled I need A/C but did they try to replace NO said they would place on service List and have someone come out and look at unit DA I said it's in my truck now I need unit today IT"S HOT IF I get hot could have another stroke SORRY is all I got. Will never every every buy anything from conn's again. Dead A/C unit no money back or new unit Not a good way to do business.Desired Settlement: I would like my money back and a unit installed for unfair business practice like other business do, But that will never happen because this day no one does business the right way anymore. I know so many people cheat today company's that a honest person don't have a prayer. I think they need to do the right thing...............

Business

Response:

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

complaint. Our records show on 7/26/14, Mr. [redacted] purchased GE air conditioner

with a 36-month Repair Service Agreement Plan. The warranty purchased is not a

replacement plan however; it covers all necessary repairs and parts for the

covered product. On 8/4/14, Mr. [redacted] contacted us stating the air conditioner

would not power on and the unit was sent to service. On 8/6/14; the technician

inspected Mr. [redacted]’ unit but no problems were found, unit functioned as it

should in repair shop. The technician noted it may be a problem with Mr. [redacted]’

home electrical outlets and unit was returned to store for pickup. At this time

we are unable to honor Mr. [redacted]’ request for an exchange due to no problem

were found with the air conditioner. We suggest Mr. [redacted] check the electrical

outlets in his home to ensure they are functioning properly. Once an electrician

has inspected the outlets, if the problem still occurs, he may contact our

service department at 1-855-266-6349 to schedule an in home repair.

If we may

be of further assistance, Mr. [redacted] may

contact Customer Service at [redacted]

Kind regards,

Customer Relations

Review: customer service and product not working. first payment due and still do not have the product. still in service. had 4 days.

"HORRIBLE!!!!!! yes I was approved quickly, however that was just their way of getting me in there. I purchased a computer for my [redacted]'s school. Over 600.00 and the insurance was another 300.00. Was told that with the insurance they replace if anything goes wrong with it, NEVER was it mentioned that it has to be sent back even if you just got it!!! We had it for 4 days. The speaker was not working(static). Took 5 days then when we got it back speaker sounded same!! I explained that we needed the computer for school and I am having to rent one weekly. They did not even care... All they said was sorry. So I said that I wanted to just return it ... so get this they didn't mention the restocking fee at the time of you signing the papers!!! 15% of sale!!!! so Don't forget to ask about the return policy before you sign." After in service5 days still not working. I had the Reps at store listen to it and they too could hear the problem. went back to service another 5 days now they tell me they do not hear a problem so I can take it back that way or they can send to manufacturer so that will be another 10 to 15 days. My first payment is already due and to this day I still have not have/used my $700.00 broken lap top >:(Desired Settlement: I feel that because I had just bought it and got the insurance for another 300.00 they could have just exchanged it instead of putting me through all this. Or even the second time when they said they fixrd it.

Business

Response:

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

Our records show on [redacted] purchased an [redacted] laptop with a

25-month Repair Service Agreement Plan and elected to pickup her product from

our [redacted] location.

We received [redacted]’s complaint and found she contacted our

service department on two separate occasions regarding her laptop.

Review: I pur[redacted]d a dishwasher on 2/17/2014. I paid for install it was installed on 2/21/2014, however they didn't secure it when they installed it. I realized it was not installed properly on 2/27/2014 and reported the problem immediately. I called customer service and they routed me back to [redacted] in the wharehouse locally so since then I have been calling him. Well I have called and called and called and here it is April 17, 2014 and it is still not fixed and no one seems to be doing anything about it. I have spoken with the store manager [redacted], the assistant store manager [redacted], the manager over delivery [redacted], and there is a ticket #[redacted] on it with customer service. They will not tell me who is in charge of this or whom I can speak to get this resolved. Since they didn't secure it, the top of it were the controls are got all scratched up (deep gouges). They came out and took pictures on March 7th, 2014 and offered me 10% off or a new dishwasher. When they left on March 7th, 2014 they told me not to use the dishwasher. I have called again today and threatened legal action if this was not taken care of. They also took my old dishwasher that partially worked so even if I wanted to have my old one put back in so I had one to use I don't have that option.Desired Settlement: I want the damaged dishwasher replaced with a new one, I want my install charges refunded, and some kind of compensation for being without a dishwasher for over 2 months since Conn's took mine and have now taken their sweet time fixing their mistake.

Business

Response:

Thank you for the opportunity to respond to Mrs. [redacted] complaint. We show on 2/17/14, Mrs. [redacted] purchased a LG

dishwasher with a 48-month Repair Service Agreement Plan. After further review and research, we show on

4/26/14, Conn’s agreed to issue Mrs. [redacted] an exchange for the dishwasher

and refund her installation fee. We sincerely apologize to Mrs. [redacted] for

the experience she had and any inconvenience caused as a result of the delay.

If we may be of further assistance, Mrs.

[redacted] may contact Customer Service at 1-877-358-1252.

Kind

regards,

Customer Relations

Consumer

Response:

l would still like an additional compensation for my 2 months of being without my dishwasher when your company took mine and gave me constant hassle and run around in settling this one. My damaged dishwasher was replaced however my installation charges have not been refunded. I will be satisfied with their 10% back guarantee you offer for price matching times 2 for the 2 months. That's would be $160 I feel this is very fair along with refunding my installation charges and the replacement which has already happened.

Review: I purchased a computer from cons the all in 1 touch screen hewlett packard it's 1000 dollar computer I purchase it on april fifth and it stopped working on a April 15. I also purchased the insurance on the computer for $299 I was told and when I purchased it that if anything went wrong with my computer they would replace it I took my computer to the store to be serviced and they told me 7 to 10 business days I would have my computer back it is now May 5th I do not have my computer I was also told I had a two weeks grace. If anything went wrong they would fully replace it they have failed to do that I have called over 50 times and spoke with numerous people that promise to call me back and let me know the status I have not received a phone call I am continuing to call them they avoid my calls when I call by saying there on another call and whoever answers the phone take my number down and says they will have me, they will have them call me back and no one ever calls I just want my computer I am a college student and it has been very hard to do my finals these last 3 weeks without the computer I purchased customer service is non existent no one wants to help me I am at my wits end in tearsDesired Settlement: I want to go to the store and pick up the exact same computer brand new I do not want a refurbished computer I want a new computer plain and simple I want what I paid for I did not purchase a broken computer or a refurbished computer I want a new computer

Business

Response:

Thank you for the opportunity

to respond to Ms. [redacted] complaint. Our records show Ms. [redacted]

purchased a computer with a 25-month Repair Service Agreement with us on 4/5/14. Ms. [redacted] contacted our service

department on 4/16/14 stating that her computer would not turn on. We requested

that she bring the computer to the store to be assigned to a technician for

inspection and service.

We have researched Ms.

[redacted]’s complaint and found there was a delay transferring her computer to

our Service Department. We found once

the computer was received it was repaired within 3 days and was sent back to

the store for pick up. Although Ms.

[redacted] computer was repaired within the Terms and Conditions of our Repair

Service Agreement Conn’s has agreed to exchange her computer as a goodwill

gesture. We show the computer arrived to

the store on 5/6/14 and Ms. [redacted] has picked up her new computer. We sincerely apologize to Ms. [redacted] for

the delay and any inconvenience she may have been caused.

If we may of further

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

King regards,

Customer

Relations

Consumer

Response:

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

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

Review: I purchased a sectional sofa set from Conn's on November-25-2012 with a 48 months furniture guard plan for all three sections. During the first 2 months my sofa's tore and were repaired. Another month later the left and right sections tore again and were repaired once again so I called Conn's again to see if they could send a Senior Service Technician to come and inspect the sofa's to see why they kept on tearing. So the service tech came and looked at the sofa's and said the reason behind the sofa's tearing was "cheap material and bad manufacturing". So I called Conn's to speak to a manager and asked her to exchange the sofa's because of what the service technician told me. Her response was "No" as long as the sofa's can be repaired there can be no exchange. So I had no other option but to keep the sofa's. Another month later the right section of the sofa tore again So I called Conn's for a service technician to come repair it again. Conn's called me and approved the repair and to notify me that they had ordered the part. I received the part but the service technician never showed up to repair the sofa. I called Conn's to see what was going on and they lost the work order and had to set another date for repair. The service tech did not show up again,I called and they lost the work order again. Now Conn's is saying it's not under warranty. Now the left section of the sofa is tearing and the ottoman is caving in. I am not satisfied with Conn's furniture and how they handled this situation.

Product_Or_Service: 11/25/2012

Order_Number: * Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I want the full amount I paid for the sectional sofa. And a full refund of the 48 month warranty plan I purchased with the sofa

Business

Response:

Thank you for the opportunity to respond Mr. [redacted] complaint. Our records show 11/25/12, Mr. [redacted] purchased a Winston sectional set

which consisted of three pieces; right arm sectional, left arm sectional, and

ottoman with a 48-month FurnitureGard Plan on all three pieces. We have

researched Mr. [redacted] complaint and service history and found after multiple service

calls we were unable to repair his sectional without additional parts. Conn’s has agreed to honor Mr. [redacted] request

for an exchange which was approved on 4/18/14.

We followed-up with Mr. [redacted] today and although his exchange had

been approved he said he was not aware. Mr.

[redacted] is now aware and will be in the store to reselect.

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

may contact Customer Service at 1-877-358-1252.

Kind regards,

Conn’s Customer Relations

Consumer

Response:

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

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

Regards,