Complaints

This profile includes complaints for Conn's Home Plus's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Conn's Home Plus

  2445 Technology Forest Blvd. Ste 800 Spring, TX 77381

• 

  Conn's Home Plus

  11051 Northwest Fwy Houston, TX 77092-7311

• 

  Conn's Home Plus

  13337 Interstate 10 E Houston, TX 77015-5801

• 

  Conn's Home Plus

  2800 Broadway St Pearland, TX 77581-9502

• 

  Conn's Home Plus

  4465 N Expressway Ste 77-83 Brownsville, TX 78520-8491

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/19/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a refrigerator from Conn's in Augusta GA on July 6, 2022 and was delivered a week later. The delivery people left before all of the protective plastic covering was removed and after all of the plastic covering was removed, I found a spot at the top of the door where the black stainless steel coating was missing. I call Conn's within 30 minutes after the delivery to report the issue. After waiting on the phone for 20 minutes to talk to someone, halfway thru the conversation, I got disconnected. I immediately called back and after waiting another 15 minutes, I finally was able to explain the defect I found on the refrigerator door. I was told I would receive a call back in a few days. I never received a call back from Conn's. They did send an email, but I was expecting a call back, so I did not see the email right away. I replied to the email and sent the pictures of the damage they had requested. The email said they would reply within 24 hours. Again, weeks later and no reply. My wife has also tried talking to Conn's and was told: "Sorry we are not going to do anything for you".
  
  Any help you can provide to resolve this issue would greatly be appreciated.
  
  Fred *****

  Business Response

  Date: 09/22/2022

  Conn’s
  HomePlus (“Conn’s”) appreciates the opportunity to respond to Mr. *****’s concerns.
  We have a more than 120-year history of quality customer service and
  satisfaction, and we would not want anything to impair that record. As a
  reminder, Mr. ***** may contact Conn’s regarding questions by calling our
  Customer Service Helpdesk at?1-877-358-1252 or online at
  www.conns.com.? 
  
  Mr. ***** stated in the complaint that: 
  After his refrigerator was delivered and he started to remove the plastic covering and found a spot on the unit that was missing its black stainless-steel coating. He contacted to advise of his findings and was informed that he would receive a callback.; and
  He is requesting a replacement on his refrigerator.
  
  Our investigation reveals that: 
  Mr. ***** signed his delivery receipt acknowledging, that his refrigerator was received in good order. After delivery was rendered, Mr. ***** contacted us to report an issue with his refrigerator, and was advised that an incident ticket would be created, and images of the alleged issue would be requested; and
  On September 21st, an exchange has been approved to replace Mr. *****’s refrigerator.   
  
  Our records show on July 6, 2022, Mr. ***** purchased a
  Samsung French door refrigerator with a 48-month Repair Service Agreement. Mr. *****’s
  refrigerator was delivered on July 14, 2022, as requested.
  
  Conn’s Return & Exchange Policy states 30 days for
  appliances, fitness, and items not included in the 14-day exchange list above,
  or the No Returns/Exchanges list below. There is a 15% restocking fee. *  If your product fails while under
  manufacturer's warranty or Conn's RSA, Conn's Factory Authorized Service will
  repair your product according to these warranties.  Conn’s Return & Exchange Policy is
  displayed throughout the store locations and can be found on Conn’s website at https://www.conns.com/terms-and-conditions/returns-and-exchange.
  
  We researched Mr. *****’s concerns and found that he
  contacted us after delivery was completed, stating he found two spots on his
  refrigerator. We show incident ticket 1384880 was created on July 15, 2022, and
  we asked Mr. ***** to provide images of the alleged issue. Our records show that
  Mr. ***** provided the images on August 16, 2022, on incident ticket 1398716.
  After the image Mr. ***** provided was reviewed, he was informed that we were
  unable to authorize a replacement.
  
  After further review, we show Mr. ***** was contacted
  on September 20, 2022, regarding his concerns and was offered a 20% concession
  ($639.98) to keep the refrigerator as-is. However, Mr. ***** declined the offer
  and requested to have his refrigerator replaced. Our records show that an exchange
  to replace Mr. *****’s refrigerator was later approved on September 21, 2022. We
  show that Mr. ***** is currently scheduled to receive his new refrigerator on
  September 23, 2022.
  
  Conn’s values Mr. ***** as a customer, and we appreciate
  him for bringing his concerns to our attention.  
  
  
  Sincerely,
  
  Customer Relations
  Conn’s HomePlus

• Initial Complaint

  Date:09/16/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered the first week of march I tried canceling this order they told me it already shipped
  2 patio sets 4 barstools never received any of these items
  To the cost of $3600 was told they will handle it and check with ***** drop shipping over and over they the filed a claim with ***** ***** denied the claim twice they keep telling me they will call me they will have a support call me never received any calls every time i called in they would just transfer me transfer me transfer me the hang up then someone would say we are sending it to a higher up person and they will contact you 6 month's later they said theres nothing they can do to help me now mu credit is being ruined i have no items no one ever offer a replacement or help with this now they want me to pay $4000 for items i never received and ***** has no prove of delivery
  
  I can’t file a claim with the protection plan either … I wouldn’t recommen doing business with conns ever
  
  
  The only time the call is fir me to send in a payment then they call on repeate non stop

  Business Response

  Date: 10/05/2022

  Conn’s
  HomePlus (“Conn’s”) appreciates the opportunity to respond to Ms. Martinez’s concerns.
  We have a more than 120-year history of quality customer service and
  satisfaction, and we would not want anything to impair that record. As a
  reminder, Ms. Martinez may contact Conn’s regarding questions by calling our
  Customer Service Helpdesk at?1-877-358-1252 or online at
  www.conns.com.? 
  
  Ms. Martinez stated in the complaint that: 
  She purchased two patio sets and four barstools the first week of March. Once she tried to cancel the order, she was informed the merchandise has been shipped, and we were unable to cancel the purchase;
  Her merchandise was not received, and she has spoken with ***** to file a claim, but the claim was denied;
  She is requesting a refund.
  
  Our investigation reveals that: 
  On March 8th, Ms. Martinez placed an online order and contacted us on March 10th and requested to have the purchase canceled. We show Ms. Martinez was made aware that we were unable to cancel the purchase as the merchandise has been shipped from the manufacturer to her residence;
  On March 15th, a ***** claim was submitted as Ms. Martinez indicated that only one item (Melanie ottoman) was received, and patios set were missing. However, Ms. Martinez’s claim was denied as ***** advised that all merchandise was delivered on March 11th;
  As of October 4, 2022, the Cecile outdoor patio set, and Ebersol ABS barstools have been canceled from Ms. Martinez’s invoice, and a credit of $2916.16 has been applied to her account.   
  
  Our records show on March 8, 2022, Ms. Martinez submitted
  an online order and purchased two Linon Furniture Cecile outdoor patio sets, a
  Linon Furniture Melanie ottoman, and four Powell Ebersol ABS barstools, which
  totaled $3111. We confirmed Ms. Martinez was informed that the merchandise she
  purchased, would be shipped (dropship) directly to her residence from the manufacturer.
  
  We researched Ms. Martinez’s concerns and found that
  she contacted us on March 10, 2022 (two-days) after placing her order, stating
  that she located the merchandise at a different vendor for a cheaper price and
  requested to have her order canceled. Ms. Martinez was made aware that we were
  unable to cancel the purchase, due to merchandise has already been shipped by
  the manufacturer. Ms. Martinez was also informed that had the option to refuse
  the merchandise at the time of delivery. On March 15, 2022, Ms. Martinez
  contacted us, stating that she received her ottoman, but the remaining pieces
  (patio sets and barstools) did not arrive. Based on this information, two separate
  claims (C-60559939 and C-65180366)
  were submitted with ***** but later denied, as it was reported that all items
  were successfully delivered on March 11, 2022.
  
  After further review, we show that Ms. Martinez’s
  concerns were escalated, and it was discovered that a valid signature was not
  found with her ***** delivery receipt. As a gesture of goodwill, we have agreed
  to honor Ms. Martinez’s request and authorize a refund. As of October 4, 2022,
  the Cecile patios sets and Ebersol ABS barstools have been successfully canceled
  from her invoice, and a credit of $2916.16 has been processed to her account.
  
  Sincerely,
  
  Customer Relations
  Conn’s HomePlus

• Initial Complaint

  Date:09/15/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 25th, a tech from Conn's Plus Gene came out with his helper and my roommate Susan met them and allowed them in after being 38 minutes late for a 11-1 pm window. The repair tech Gene was very agitated and began to get aggressive, acting unprofessional and rude. My roommate even witnessed he was even talking down to his helper who was patiently trying to assist. Gene yielded a knife and broke an inner tab to the fridge. When my roommate questioned him where the part was he had just broke , while he was yielding a very sharp knife...Gene began to become more verbally and violently aggressive stating he is not going to do what he agreed to do to fix what he broke and do the repair. Angrily he shoved the cooling fan replacement part in the fridge and left refusing to communicate and fix what he a broke, and for the original reason the loud noise coming from the fridge under an extended 299.00 insurance beyond the new fridge purchase warranty. Susan was on the phone with the store manager issuing a complaint while he was engaging in this behave. We requested this Gene who clearly has behavior issues that are bordering on violent and unprofessional, not return to the home at all due to his dangerous and his lack of restraint. Each time I have called Conns Plus to get this matter resolved they keep trying to send that very unprofessional and angry technician out to my home when I requested that man is not allowed on my property. My call log is
  8/23/2022 for initial contact to come out and look fridge for repair
  8/25 for complaint about worker to main store.
  8/26 I called 2 times to get a different Tech out to repair as the repair he did do was not issue and fridge was still making loud noise and broke
  8/31/2022 They tried to send the same guy that has caused all these issues out again forcing him on us with his angry and unprofessional demeanor. Sept 1, Sept 3rd, it goes on and on. It clear Conns does not honor their paid insurance warranty.

  Business Response

  Date: 10/04/2022

  Conn’s HomePlus (“Conn’s”)
  appreciates the opportunity to respond to Mr. M********* concerns. We have a
  more than 130-year history of quality customer service and satisfaction, and we
  would not want anything to impair that record. As a reminder, Mr. M******* may
  contact Conn’s regarding questions by calling our Customer Service Helpdesk at?1-877-358-1252 or online at www.conns.com.? 
  
  Mr. M******* stated
  in the complaint that: 
  1. During his service visit, the technician displayed unprofessional behavior and refused to repair the refrigerator that he damaged;
  2. He requested to have a different technician come out but continued to send the same technician out; and
  3. He is requesting either to receive repairs or a refund.
  
  Our investigation reveals that: 
  1. Mr. M******* contacted us on 8/25/22 stating that the technician who was at his home was being rude and broke a tab on his refrigerator. We confirmed the technician returned that same day to repair the part that was damaged;
  2. Mr. M******* was made aware that we currently only have one technician in his area but was informed that he could contact the manufacturer directly if he wanted a different technician to repair his refrigerator; and
  3. Although we are unable to honor Mr. M********* request for a refund, we ask that he contact the manufacturer directly for his repair needs.

  
  
  Our records show on 11/26/21,
  Mr. M******* purchased a clearance model Samsung French Door refrigerator and
  elected to purchase a 24-month Repair Service Agreement Plan. We show Mr.
  M********* refrigerator was delivered in good order on 11/29/21.
  
  We researched Mr. M*********
  complaint and found that he contacted our service department on 8/11/22,
  stating that his refrigerator is making a loud humming sound. A service
  inspection was scheduled for 8/16/22. During this inspection, the technician
  found a new evaporator was needed. Once the part arrived, the technician was
  initially scheduled for installation on 8/24/22 but Mr. M******* requested to
  reschedule for 8/25/22. After installing the new evaporator, the technician
  reported that a female tenant requested to have the glass on top of the
  vegetable bin cleaned. Although this is not a covered service, the technician
  agreed to clean the glass but reported while trying to remove the clip that
  holds the glass, one of them broke. Based on the technician and trainee that
  was on-site that day, the female tenant became irate that the technician broke
  the clip and began to yell at that technician requesting the number to the
  corporate office and also demanding an exchange. While still at the residence,
  the technician contacted his supervisor to inform him about the broken clip and
  was advised to order a new clip to repair the glass bin. We confirmed that the
  technician was able to locate a trim part locally and returned to Mr. M*********
  residence that same day and was able to successfully repair the broken clip.
  After replacing the clip, the female tenant then mentioned that she is also
  having problems with the ice maker therefore, the technician submitted a new
  part order to repair the ice maker. We show the technician returned to Mr.
  M********* residence the following day (8/26/22) but no one was home.
  
  After further review, we
  show Mr. M******* contacted us numerous times between 8/26/22 and 9/15/22,
  stating that he did not want the same technician in his home and requesting
  that we send a different technician out. Mr. M******* has been made aware that we
  currently only have one technician in his area for service and was informed that
  he could reach out to the manufacturer to locate a different technician. Mr.
  M******* threatened that if the same technician returned to his home, he would pull
  a gun out on him. Therefore; we are no longer willing to render any future services
  to Mr. Mctamney.

  At this time, Mr. M******* has the option to cancel his
  extended warranty purchased with Conn’s as we will no longer provide services and
  we issue a full refund for the warranty. For all further service needs, we ask that Mr. Mctamney
  contact the manufacturer directly at 1-800-726-7864.
  
  Conn’s values Mr.
  M******* as a customer, and we appreciate him for
  bringing his concerns to our attention.
  
  
  Sincerely,
  
  Customer Relations
  Conn’s HomePlus

• Initial Complaint

  Date:09/15/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Requested a refund on 9/11/2022. Was told 2-4 business days for refund. Four days later no refund. Called to check on status and it was never processed. Now I’m getting the run around and it’s not being done. Currently in the hospital. Was told I had to call store for refund. Called. They said call customer service. Called. They said I need to call store. Called back. They said I need to come to store. I said I can’t and they say no problem speak to someone in treasury department and thru can do it and gave me customer service number. Call customer service and was told there is no treasury. Was yea severed to billing and was told my account didn’t exist. Called store back they gave me a number for treasury….except it wasn’t treasury, just another line for customer service. Hours and hours on the phone. All refusing to give refund which is part of their refund policy.

  Business Response

  Date: 09/16/2022

  Conn’s HomePlus (“Conn’s”) appreciates the opportunity to respond to Ms. Pellion’s concerns. We have a more than 130-year history of quality customer service and satisfaction, and we would not want anything to impair that record. As a reminder, Ms. Pellion may contact Conn’s regarding questions by calling our Customer Service Helpdesk at?1-877-358-1252 or online at www.conns.com.?
  
  Ms. Pellion stated in the complaint that:
  1. She requested to receive a refund on 9/11/22 and was told it would take 2-4 business days but now she is getting the runaround; and
  2. She is requesting to receive her refund.
  
  Our investigation reveals that:
  1. Ms. Pellion contacted us to cancel her order on 9/11/22 and was informed she would need to return to her local Conn’s to have her credit card refunded, however; she has declined to return to the store;
  2. Ms. Pellion returned to have her refund processed back to her card on 9/16/22.
  
  

  Our records show on 9/10/22, Ms. Pellion the Adorna bedroom furniture and the Dominick living room furniture totaling $5063.68 on her **********. We show Ms. Pellion’s items were scheduled for delivery on 9/12/22.
  
  We researched Ms. Pellion’s complaint and found that she contacted us on 9/11/22, requesting to cancel her order. We show an email cancellation request was submitted to her local Conn’s and Ms. Pellion was made aware that she would need to return to the store to have her card refunded. We show Ms. Pellion’s spouse contacted us back later that same day stating they did not want to return to the store and requested the refund be processed back to the card immediately. Mr. Pellion was made aware that the quickest way to receive their refund would be to return to the store to have the refund applied back to the credit card. Once the is processed back to the card, the credit will reflect within 24-48 business hours.
  
  After further review, we show on 9/15/22 Ms. Pellion contacted us multiple times via phone, chat, and social media stating that she still has not received her refund. Ms. Pellion was again made to return to the store to have the refund applied back to her **********, however; she was unsatisfied with our responses.
  
  Our records show as of 9/16/22, Ms. Pellion has returned to her local Conn’s and we were able to process the refund of $5063.68 back to her ********** which should reflect within 24-48 business hours, depending on her bank.
  
  
  Conn’s HomePlus values Ms. Pellion as our customer and appreciates her for bringing this matter to our attention.
  
  
  Sincerely,
  
  Customer Relations
  Conn’s HomePlus

• Initial Complaint

  Date:09/13/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date purchased 11/25/18 mfg warr end 11/25/22
  extended warranty purchased for $157.99 for 48 months expires 11/25/22
  Paid $749.99 for Samsung Dishwasher . Contacted technical support because
  diswasher stopped working one technician came and checked diswasher and said it was a part that failed and he had to order it and never returned had to call again and the sent another tech they said on the first visit the tech ordered the wrong part so the second tech was going to order the right part so we had to wait for a third visit when tech came and installed part and when he finished he said it was good to use when we used it the next day water started flowing from under dishwasher that was not supposed to we had to contract a plumber to come clean water leaking and water damage and when dishwasher was removed we found that where the conns tech did not install the correct metal type clamping on water it had plastic tie instead so it caused machine to fail again so plumber repaired correctly and worked for some time and recently the machine started acting up and we contacted conns for a tech to come check it out but the customer service rep said that there should'nt be any issue because they said we called and left a good review about the tech and the repair completed when we never did any review or called we where never satisfied with our needs and they said they could schedule another visit but at this point it is a joke from them wasting our time getting out of work various times and wasting money out of our pocket when he have a warranty we paid for. We have contacted the store and corporate office to speak to someone at higher rank but they say they will call us back and never called back. At this point were done wasting time and we would like full refund of what we paid for the dishwasher new and what we paid for the warranty that turns out to around $920 and we do not want no store credit because we dont want any more business with conns

  Business Response

  Date: 09/16/2022

  Conn’s HomePlus (“Conn’s”) appreciates the opportunity to respond to Ms. *******’s concerns. We have a more than 130-year history of quality customer service and satisfaction, and we would not want anything to impair that record. As a reminder, Ms. ******* may contact Conn’s regarding questions by calling our Customer Service Helpdesk at?1-877-358-1252 or online at www.conns.com.?
  
  Ms. ******* stated in the complaint that:
  1. She purchased a dishwasher and paid for a warranty but when she contacted us for service, the last technician we sent to repair the item did not properly repair causing the unit to leak;
  2. She started having issues with the dishwasher again and contacted us for service but we refused; and
  3. She is requesting to receive a full check refund for the dishwasher.
  
  Our investigation reveals that:
  1. We last serviced Ms. *******’s dishwasher on 2/19/2020 by replacing parts. We have no records showing that Ms. ******* contacted us back regarding any further issues she was experiencing with the dishwasher until 8/25/22;
  2. Ms. ******* contacted us for service but declined to schedule an appointment only requesting to receive an exchange. She was informed we would have to assess the dishwasher to determine what actions are required; and
  3. We are unable to honor Ms. *******’s request to receive a refund
  
  
  Our records show on 11/24/2018, Ms. ******* purchased a Samsung dishwasher and elected to purchase a 48-month Repair Service Agreement Plan.
  
  We researched Ms. *******’s complaint and found that we have only serviced her dishwasher on one occasion since the date of purchase. Our records show 2/04/2020, Ms. ******* contacted us stating that her dishwasher is not dissolving soap and not draining. A service inspection was scheduled for 2/06/2020. During the inspection, the technician found a new dispenser was needed to complete the repairs. Once the part was received, Ms. ******* was scheduled for installation on 2/12/2020. Upon installation, the technician reported that he installed the new part but the dishwasher was displaying an error code and still not draining therefore, additional parts were ordered. Once all parts arrived, Ms. ******* was scheduled for installation on 2/19/2020. The technician reported he installed all parts, ran a test cycle, and found the unit was functioning properly.
  
  After further further, we show Ms. ******* contacted us on 8/25/2022, stating that her dishwasher is not working properly and requested to receive an exchange. Ms. ******* was made aware that we would have to schedule an inspection to determine the issue before an exchange can be reviewed. However; Ms. ******* declined to schedule a service inspection.
  
  Although we are unable to honor Ms. *******’s request to receive a refund, we are willing to service the dishwasher as the unit is still covered under the warranty. Ms. ******* may contact us at 1-855-266-6349 to schedule an appointment to have her dishwasher inspected.
  
  Conn’s HomePlus values Ms. ******* as our customer and appreciates her for bringing this matter to our attention.
  
  
  Sincerely,
  
  Customer Relations
  Conn’s HomePlus

  Customer Answer

  Date: 09/27/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  
  
  Regards,

  I am not satisfied with Conns response it is ridiculous what they respond 

  we have had them come three times to our home wasting our time 

  first tech came said issue was one part that had nothing to do with fault on dishwasher so he replaced the 

  part then issue was the same so he said it had a trouble  code and he needed to order a part which he never did we 

  called back again they sent another tech he checked report and he said he was going to order the part the other guy didnt and they

  would send the third tech to complete the repair the third tech that came looked like he was hired from a temp agency did not have all 

  the proper tools and didnt seem  to have much knowledge in repairing but he tried his best cant blame the guy after he replaced part it 

  completed the wash cycle but when we tried to use it the next day thats when the water spilled after that our plumber repaired faulty 

  clamp and clean up water spill machine work after that but then it started to act up again and thats when we contacted conns support 

  again and thats where they started with their false statements and we do not accept their attempt to come re service the dishwasher we

  are done wasting our time the door of our home is closed for anyone from conns . we hope this can be resolved the way we would like.

  and we expect a full refund enough with the back and forth.

  
  
  
  
  
   

  
  

  Business Response

  Date: 10/01/2022

  Thank you for the opportunity to respond to Ms. Ms. *******'s additional comments. As previously mentioned Ms. Ms. *******'s dishwasher was last inspected in February 2020. The technician found a new dispenser was needed to complete the repairs. On 2/12/2020, the technician reported that he installed the new part but the dishwasher was displaying an error code and still not draining therefore, additional parts were ordered. Once all parts arrived, Ms. ******* was scheduled for installation on 2/19/2020. The technician reported he installed all parts, ran a test cycle, and found the unit was functioning properly.
  
  As stated, Ms. ******* contacted us on August 25, 2022, stating her dishwasher was not working and requested the unit be replaced. Ms. ******* was made aware that her dishwasher would need to inspected and determined if the unit meet the qualifications to have parts replaced or if the unit meet the qualifications for an exchange. However, Ms. ******* declined to have service on her dishwasher. 
  
  Once again, we are unable to honor Ms. *******'s request to authorize a refund. If Ms. ******* is experiencing an issue with her dishwasher, she may contact our service department at 1-855-266-6349. Once Ms. *******'s dishwasher has been inspected, we will be able to determine what further action is required.

  Customer Answer

  Date: 10/04/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  
  
  Regards,
  
  
  
  
    Their response still states they only came twice when they have came three time the second time they didn’t even repair anything they just said first tech didn’t order parts that the second tech  was going to order the correct part and same case second tech didn’t order so we called and they said they would have the third tech come with the part yes he came and did repairs but the next day the machine failed due to their bad replacement. And like we stated before we don’t want any more visits from Conn’s or wasting time with making calls to customer service.
  

  Business Response

  Date: 10/14/2022

  We confirmed we have one completed service on file regarding Ms. *******'s dishwasher. We show the technician visited Ms. *******'s residence on February 6, 2020, to inspect her dishwasher and found parts were needed. On February 12, 2020, the technician installed the part; however, the unit displayed an error, and it was determined additional parts were needed. The technician returned for the final visit on February 19, 2020, and installed all parts, ran a test cycle, and found the unit was functioning properly.
  
  As of October 14, 2022, Ms. ******* has not created a new service call to have her dishwasher inspected. Therefore, Ms. *******'s dishwasher does not meet the qualifications for an exchange or refund. Ms. *******'s dishwasher is still covered under a Repair Service Agreement until November 25, 2022. If she is experiencing an issue with her dishwasher, she has the option to contact us at 855-266-6349 to schedule an appointment to have her dishwasher assessed. Once we have the technician's report, we will be able to determine what further actions is required.

• Initial Complaint

  Date:09/13/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a washer in October 2021 and started having problems on November 29, 2021, a technician was sent out and nothing took place. Months had gone by. In May 2022, I started having more rust from inside the washer getting on my towels and clothing, so a technician was sent out to look into the issue. I showed him all the items with rust on them. The technician ordered a new tub for the washing machine. problems. While taking the tub out of the washer the technician saw that there was a lot of water that was draining not in the tub but into another part of the washer as he was replacing the tub. Months went by and now in August 2022 the same technician that installed the tub came back out because of the tub being so off balance and beating hard while spinning. The tub was off balance really bad and again with rust forming inside of it again so again getting on my clothes. On any size load this would occur, it has run my light and water bill up so high and I'm on a fixed income. The last complaint was 8/25/2022.

  Business Response

  Date: 09/23/2022

  Conn’s HomePlus (“Conn’s”) appreciates the opportunity to respond to Ms. *********’s concerns. We have a more than 120-year history of quality customer service and satisfaction, and we would not want anything to impair that record. As a reminder, Ms. ********* may contact Conn’s regarding questions by calling our Customer Service Helpdesk at?1-877-358-1252 or online at www.conns.com.?
  
  Ms. ********* stated in the complaint that:
  1. She purchased her washer in October 2021 and started to have issued with the unit in November 2021. Therefore, she contacted us and when a technician came out nothing took place;
  2. In May 2022, started to notice rust inside of the washer; therefore, a technician was sent out and a tub was ordered;
  3. The same technician has come out because the tub is off balance and beating hard while spinning; and
  4. She is requesting to have her washer replaced.
  
  Our investigation reveals that:
  1. Although, Ms. *********’s washer was received on October 14, 2021, she contacted us on November 29, 2021, and requested service. We confirmed the technician inspected Ms. *********’s washer on November 30, 2021, but no issue or defect was found;
  2. There are no records on file that reflect Ms. ********* contacted us in May for service. However, we show that she contacted us on January 4, 2022, and the technician successfully installed a new tub and PCB on January 21, 2022;
  3. On August 25, 2022, Ms. ********* contacted us due to the unit being noisy. The technician inspected the unit and found the tub was warped. Therefore, the technician ordered parts and installed a new inner and outer tube, transmission, and suspension rods on September 13, 2022; and
  4. We are unable to honor Ms. *********’s request.
  
  Our records show on October 11, 2021, Ms. ********* purchased a Samsung high-efficiency top load washer with a 48-month Repair Service Agreement. We confirmed Ms. *********’s washer was delivered on October 14, 2021, as requested.
  
  Conn’s Return & Exchange Policy states 30 days for appliances, fitness, and items not included in the 14-day exchange list above, or the No Returns/Exchanges list below. There is a 15% restocking fee. * If your product fails while under manufacturer's warranty or Conn's RSA, Conn's Factory Authorized Service will repair your product according to these warranties. Conn’s Return & Exchange Policy is displayed throughout the store locations and can be found on Conn’s website at https://www.conns.com/terms-and-conditions/returns-and-exchange.
  
  We researched Ms. *********’s service history and found:
  
  · November 29, 2021- Ms. ********* contacted us, stating her washer was making a knocking sound. On November 30, 2021, the technician inspected Ms. *********’s washer and found the unit was operating as designed, and no parts were needed.
  · January 4, 2022- Ms. ********* contacted us, stating her washer was making a knocking sound. On January 11, 2022, the technician inspected Ms. *********’s washer and found the unit displayed excessive vibration and rust on the spin basket.
  Therefore, the technician ordered parts. On January 21, 2022, the technician completed Ms. *********’s repairs; by installing a new service bulletin ASC20200707001 spin basket and PCB. After the parts were installed, the technician tested Ms. *********’s washer and found the unit was functioning properly.
  · August 25, 2022- Ms. ********* contacted us again, stating the unit was noisy. On August 30, 2022, we inspected Ms. *********’s washer and found the unit was shaking and the tub was warped. Based on the findings, the technician ordered transmission and tub. On September 13, 2022, the technician successfully installed a new inner and outer tube, transmission, and suspension rods. He also tested the unit after parts were installed and found the unit was up to the manufacturer’s specifications.
  
  At this time, we are unable to honor Ms. *********’s request to authorize a replacement. Ms. *********’s washer has been successfully repaired under the terms and conditions of her warranty coverage. In addition, Ms. ********* has referenced in her complaint that the unit is displaying rust. Unfortunately, rust in not covered under Ms. *********’s Repair Service Agreement Terms and Conditions. Ms. ********* may reference No. (6) of her Repair Service Ts & Cs Exclusions – This Agreement excludes (b) damages caused by corrosion or rust.
  
  Sincerely,
  
  Customer Relations
  Conn’s HomePlus

• Initial Complaint

  Date:09/13/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased furniture in the amount of $6988, we’re being charged over 10k. We were promised 12 months of internet free financing. We’ve made 12 months of good payments to pay this in full and now “owe” another $3700.

  Business Response

  Date: 09/14/2022

  Conn Appliances, Inc.
  (“Conn’s”) appreciates the opportunity to respond to the concerns Ms.
  ********** has regarding account *********. We have a more than 130-year
  history of quality customer service and satisfaction, and I would not want
  anything to impair that record. Our contact information is located on Ms.
  **********’s retail installment contract or promissory note and security
  agreement, invoice, coupon book, and welcome letter. As a reminder, she may
  contact Conn’s regarding questions about the purchase by calling our Customer
  Service Helpdesk at 1-877-358-1252, or on-line at www.conns.com.  
  
  Ms. ********** stated in the
  complaint that:
  She purchased furniture for $6,988.00;
  She is being charged over $10,000;
  She made 12-payments to pay the account
  balance in full;
  Conn’s now states she owes $3,700.00; and
  She would like a billing adjustment.  
  

  Our investigation reveals that:
  Ms. **********’s cash-option price was $7,060.00;
  The total of payments equaled $10,692.66;
  Ms. ********** paid a total of $5,548.98;
  however, the payments did not fulfill the cash-option balance;
  The current payoff as of September 14, 2022
  is $3,825.64 as the cash-option has been void; and
  The account balance is correct.  
  

  According
  to our records, Ms. ********** signed a 34-month retail installment contract on
  July 31, 2021 and she agreed to pay the minimum monthly payment of $314.49
  which is due on the 3rd of each month.
  

  On January
  29, 2022, Ms. ********** requested that the due date be changed to the 15th of each month.  Conn’s honored that request.
  The account is past due from June 15, 2022.
  

  The account
  included Conn’s 12-month no-interest financing promotion (cash-option).  Per the terms of the cash-option, the
  cash-option is void if the minimum monthly payment is not paid within 10-days
  of each month’s due date, or the total cash-option price of $7,060.00 is not
  paid within 10-days of the expiration date of August 3, 2022.
  

  The
  cash-option on Ms. **********’s account was void because the total cash-option
  price was not paid within 10-days of the expiration date.  Per the signed cash-option addendum, the
  original terms and conditions found in the retail installment contract will
  replace the cash-option addendum if the cash-option is void.  All payments made prior to default will be
  applied to the contract to pay finance charges and other amounts in accordance
  with the terms of the installment contract and finance charges will be assessed
  from the date of purchase.
  

  As of September
  14, 2022, the payoff amount on Ms. **********’s account is $3,825.64. Please
  note, the payoff quote is valid for 10-days. We ask that Ms. ********** please
  contact Conn’s billing department for an up-to-date payoff quote if she would
  like to pay the account balance in full. 
  We have included a copy of Ms. **********’s signed documents for her
  records.
  

  Conn’s appreciates Ms.
  ********** for bringing her concerns to our attention.
  
  
  

• Initial Complaint

  Date:09/13/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  8/10/2022, I was promised a 12 cash price option, I recieved an email the beginning of the contract 10/21 stating the total was $2015 if I paid 167.95 on time for 12 months. I Have done exactly that, I am supposed to have one last payment Oct 2022 of 167.95 to pay in full with no interest. I call local to make sure my payments are good and I will be done in oct, they said as long as I pay the next couple months the same amount it will be zeroed out and Paid in full so I did. I paid my sept payment expecting my balance to say 167.95 for the last payment but for some reason it still said $263. I went to the store asking what happened they said I missed a payment i was very confused so they printed a receipt showing a missed payment for 8/22, i showed them I have confirmation and email showing I paid they said there's nothing they can to for me to call cust service. So I did, cust service said in their system it says I paid they have the same confirm # but I still need to send Proof by sending email, confirm # and a bank statement !? Then I call the next day asking why do I have to if they have it already ? She said she can only send to some other people and have them look over the contract and they will be in touch. I'm very dissatisfied I feel like I am being scammed out of the credit for my August payment or stealing my credit or hiding it somehow so I wouldn't notice by 10/22 and i get stuck with the interest. I promised to pay what they asked for they should have kept their promise giving me the 12month same as cash option without adding extra numbers at the very end or attempting to act as if I missed a payment. I feel like customer service isn't helping at all and will still try to stick me with the rest of this payment when I paid what I promised to pay. Please help as they will try to stick me with almost an extra thousand in interest fees. Attached is the email, receipt from conns shows missing payment, confirmation # for 8/22, remaining balance after 9/22

  Business Response

  Date: 09/14/2022

  Conn Appliances, Inc.
  (“Conn’s”) appreciates the opportunity to respond to the concerns Ms. ****** has
  regarding account *********. We have a more than 130-year history of quality
  customer service and satisfaction, and I would not want anything to impair that
  record. Our contact information is located on Ms. Torres’ retail installment
  contract or promissory note and security agreement, invoice, coupon book,
  and welcome letter. As a reminder, she may contact Conn’s regarding questions
  about the purchase by calling our Customer Service Helpdesk at 1-877-358-1252,
  or on-line at www.conns.com.  
  
  Ms. ****** stated in the
  complaint that:
  She received an email stating if she paid
  $167.95 each month, the total cash-option price would be paid in full by
  the expiration date;
  She has been told her payoff is $263.31;
  and
  She would like a billing adjustment.    
  

  Our investigation reveals that:
  Ms. ****** received an email informing her
  she could pay 12 equal payments of $167.95;
  The payoff amount on Ms. Torres’ account is
  reflecting $263.31; and
  If Ms. ****** makes the final payment of
  $167.95 by October 13, 2022, Conn’s will honor the cash-option and close
  the account.
  

  According
  to our records, Ms. ****** signed a 34-month promissory note and security
  agreement on October 14, 2021 and she agreed to pay the minimum monthly payment
  of $97.53 which is due on the 13th of each month.
  

  Ms. ******’
  account includes Conn’s 12-month no-interest financing promotion (cash-option).
  Per the terms of the cash-option, the cash-option will be void if the minimum
  monthly payment is not paid within 10-days of each month’s due date, or the
  total cash-option price of $2,115.44 is not paid within 10-days of the
  expiration date.
  

  Ms. ****** received a cash-option welcome letter with a total cash-option pay off of $2,015.44
  and informed her that if she paid 12 equal payments of $167.95, she would
  fulfill the cash-option price by the expiration date.
  There was
  an error in the payoff amount and the payment calculations in the email Ms.
  ****** received. 
  

  If Ms.
  ****** makes the final payment of $167.95 by October 13, 2022, Conn’s will
  honor the cash-option price and close the account.
  

  Conn’s appreciates Ms.
  ****** for bringing her concerns to our attention and apologizes for any inconvenience
  she experienced due to this matter.
  
  

• Initial Complaint

  Date:09/12/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been interacting with cons furniture for a few weeks now Linda was my sales person. Linda was very nice courteous and knowledgeable. However her co-worker Roxy it's just the opposite I had a very bad experience during my interaction with cons furniture. I feel like I have been conned by conns. For starters I was given conflicting information. And when I canceled my order within 24 hours of placing it, and told them to return my money on my card back on September the sixth my order did not get canceled and my money was not returned to my card. I got numerous calls and emails about delivery after I told them at 11:00 in the morning to cancel the order. Furthermore I didn't even find out until the 9th that in order to even get my money return to my car I got to make a trip back to their store. I don't like the business practices of this company and wish that they would inform customers of the policy with regards to credit card transactions just like they let customers know if they buy mattress they can't return it customer should be told if you pay with a credit card and cancel the sale you will have to come all the way back to our store to get your money back on your card. I am very displeased with my experience with this company and now I'm being told that they can do a manual transaction but it's going to take five to seven business days well they've already had my $300 too long they received it on the 5th I let them know on the 6th that I wanted to cancel the order and I want my money returned to my credit card it is now the 12th and I still have five to seven business days before I'll see my money SMH

  Business Response

  Date: 09/16/2022

  Conn’s HomePlus (“Conn’s”) appreciates the opportunity to respond to Ms. ******’s concerns. We have a more than 130-year history of quality customer service and satisfaction, and we would not want anything to impair that record. As a reminder, Ms. ****** may contact Conn’s regarding questions by calling our Customer Service Helpdesk at?1-877-358-1252 or online at www.conns.com.?
  
  Ms. ****** stated in the complaint that:
  1. She canceled her order within 24 hours and requested her card to be refunded but the order was never canceled and she hasn’t received her refund;
  2. She was informed that we can process a manual refund but would take 5-7 business days
  
  Our investigation reveals that:
  1. Ms. ****** made her purchase on 9/5/22 and we received a request to cancel the order on 9/7/22. We attempted to contact her multiple times to inform her to return to the store to have the refund immediately processed back to her card but were unsuccessful;
  2. Ms. ****** elected not to return to the store to receive her refund and was made aware that we can submit a manual refund but the process takes 5-7 business days from the date it was submitted.
  
  
  Our records show on 9/5/22, Ms. ****** purchased a King mattress and box spring totaling $2995.98. We show Ms. ****** financed $2700.00 on a Conn’s Retail Installment loan and paid the remaining balance of $295.98 on her Visa card. We show Ms. ******’s items were scheduled for delivery on 9/7/22. However, on the scheduled delivery date, Ms. ****** informed the delivery team that she wanted to cancel the order. We confirmed the delivery department sent an email to Ms. ******’s local Conn’s that same day to have the order canceled on her behalf.
  
  We reached out to Ms. ******’s local Conn’s and were informed that once they received the email request to cancel the order, they attempted to reach Ms. ****** numerous times but were unsuccessful. We have left Ms. ****** several voice messages explaining that she would need to return to the store to have the credit processed back to her card. We show Ms. ****** reached back out to her local Conn’s on 9/12/22, requesting to have her refund credited back to her card immediately. Ms. ****** was informed that the quickest way to receive the refund was to return to the store to swipe her card and the refund would be applied back within 24-48 hours. However; Ms. ****** did not want to return to the store and was made aware that a manual refund could be submitted but would take up to 5-7 business days to receive.
  
  After further review, we show the invoice was successfully canceled on 9/13/22 and a manual request was submitted to have the refund of $295.98 applied back to Ms. ******’s Visa card. We ask that Ms. ****** please allow 5-7 business days to receive the refund back on her Visa card.
  
  Conn’s HomePlus values Ms. ****** as our customer and appreciates her for bringing this matter to our attention.
  
  
  Sincerely,
  
  Customer Relations
  Conn’s HomePlus

• Initial Complaint

  Date:09/12/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a new couch set from Conns, and we have been paying large amounts of money to get it paid off early before the term ended. On August 10th I logged in to pay the final $500.00 that we owed on the furniture and my account was showing an amount owed of $1256.29. My next scheduled payment isn't even until January 2023 because we are so far ahead of schedule. Here is where my complaint begins, I called 3 days in a row, staying on the line each time more than an hour and finally on the third day I got a live person. The representative told me that August 8th, 2022 was the end of the 12 month no interest period. We were NEVER contacted by written mail, email, or phone to let us know that the promotion was expiring. I went to pay the last $500.00 balance and now we are being charged an additional $756.29 for a total of $1256.29. The representative told me that she would put in a "flag" and see if we can get the balance changed back to $500 since it was just a week ago, I asked her if I should go ahead and pay the $500 and she told me NO! Wait for 48/72 hours and they would contact me with a result! I NEVER WAS CONTACTED AND NEVER RECIEVED A RESULT. We have been calling and calling to get someone on the line to talk to and we kept getting the run around, being told our account was Progressive Leasing, (Which it is NOT), then a nice rep from Progressive told us that there was no ticket that our original inquiry was ever in put into place.
  What we want is the $500.00 to be reinstated so that we can close this account out. Conns has had the absolute worst customer service and doesn't even answer the phones, let alone even follow through on complaints, concerns!
  
  Acct # ********* (Chuck and Alicia *******)

  Business Response

  Date: 09/27/2022

  Conn Appliances, Inc.
  (“Conn’s”) appreciates the opportunity to respond to the concerns Ms. ******* has
  regarding account *********. We have a more than 130-year history of quality
  customer service and satisfaction, and I would not want anything to impair that
  record. Our contact information is located on Ms. *******’ retail installment
  contract or promissory note and security agreement, invoice, coupon book,
  and welcome letter. As a reminder, she may contact Conn’s regarding questions
  about the purchase by calling our Customer Service Helpdesk at 1-877-358-1252,
  or on-line at www.conns.com.  
  
  Ms. ******* stated in the
  complaint that:
  She was not informed the cash-option was
  going to expire; and
  She would like a billing adjustment.    
  

  Our investigation reveals that:
  The cash-option on Mr. *******’ account
  expired on July 25, 2022; and
  Conn’s is unable to honor Ms. *******’
  request to receive a billing adjustment.

  According
  to our records, Mr. ******* signed a 36-month promissory note and security
  agreement on July 26,2021 and he agreed to pay the minimum monthly payment of $120.73
  which is due on the 25th of each month.
  

  Mr. *******’
  account included Conn’s 12-month no-interest financing promotion (cash-option).
  Per the terms of the cash-option, the cash-option will be void if the minimum
  monthly payment is not paid within 10-days of each month’s due date, or the
  total cash-option price is not paid within 10-days of the expiration date of
  July 25, 2022.
  

  The
  cash-option on Mr. *******’ account was void because the total cash-option
  price was not paid by August 4, 2022 which was 10-days after the expiration
  date.
  

  Conn’s is
  unable to honor Ms. *******’ request to receive a billing adjustment as the
  account balance is correct.  We have
  included a copy of Mr. *******’ signed documents and payment history for his
  records.
  

  Conn’s appreciates Ms.
  ******* for bringing her concerns to our attention.