Business Profile

Major Appliance Dealers

Conn's Home Plus

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Complaints

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

Customer Complaints Summary

1,127 total complaints in the last 3 years.
244 complaints closed in the last 12 months.

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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:10/02/2024
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.
I paid for the tv to be installed for ****** the tv set in my home for 3 days on the floor I kept calling **** to call the peoples to let them know because I kept calling, they said the store had to call finely the install was set up, they came out the part I purchase they said was an inch off from the stud I had to go and purchase another mount at that time I was done I call and cancelled the installation my dad went and bought what I needed and put the tv up because I had no clue I've been calling **** **** keep saying that ****** **** are he as in **** will call me back I have never heard from neither I keep calling the store Its seem that now they are never there
Business Response
Date: 10/08/2024
Conns HomePlus (Conns) appreciates the opportunity to respond to Ms. ****** concerns.We have a history of over 130 years of quality customer service and satisfaction, and we would not want anything to impair that record. As a reminder, Ms. ***** may contact Conns regarding questions by calling our **************** Helpdesk at?************** or?online?at ******************************.??

Ms. ***** stated in the complaint:
1. She paid $349.99 for installation, but the TV could not be installed, so she canceled and requested a refund but has not received it;
2. She is requesting a billing adjustment.

Our investigation reveals that:
1. The installation team could not install the TV due to an improper mounting bracket. Ms. ***** was informed that she would contact them once she had corrected the issue. However, she later canceled. There has been a delaying canceling the installation fee;
2. As of October 7, 2024, the installation fee has been canceled, and a credit is pending to the account.

We have reviewed Ms. ****** complaint and found an error canceling the installation fee, resulting in a delay. As of October 7, 2024, the error has been corrected, and a credit of $349.99 is pending due to our customer.

********************** Home Plus values Ms. ***** as our customer, and we appreciate her for bringing her concerns to our attention.

Sincerely,

Customer Relations
*********************************************
Customer Answer
Date: 10/16/2024
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.]

I'm not sure if I'm replying right but the only thing I'm fighting for is $349.99 I have called they keep saying they will call be back never do I still don't have a adjustment on my bill

Regards,

Business Response
Date: 10/16/2024
We appreciate the opportunity to respond to Ms. ******* additional comments. As of October 7, 2024, we have canceled the installation and a credit of $349.99 is pending due to our customer. We ask to allow up to 1-2 billing cycles for the credit to reflect on ************************** account.
Initial Complaint
Date:10/01/2024
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.
Hello team, Please help us with this inquiry. On September 1, 2024, my wife and I went to Conn's to buy new furniture. We selected the items that we wanted, we paid the *******, and they said that they would ship the item on September 9th. That day came, but they did not show up. We called them, and they informed us that they would complete the shipment the next day, but they didn't, and we called them again, and they informed us that the item that we bought at the store wasn't available anymore, and they requested that we go back to the store and select another piece of furniture. We went back to the store on September 13th, and they informed us that they don't have any shipping options available at that moment, so we have to take the items by ourselves or request a refund. We requested the refunds, and they informed us that we would receive the refunds in 5 to 7 business days. We waited for the requested time, but they didn't provide us with the refunds. I called several times to them, but they did not provide us with a clear answer, and we decided to go back to the store, and they created a new ticket in the system 5 days ago. Today, October first, 2024, I called them again, and they said that it is not possible to process a refund and they will not give us our money.Could you help us with this inquiry? We really need the money. Thanks.
Business Response
Date: 10/04/2024
Conns HomePlus (Conns) appreciates the opportunity to respond to Mr. ***** concerns. We have a history of over 130 years of quality customer service and satisfaction, and we would not want anything to impair that record. As a reminder, Mr. **** may contact Conns regarding questions by calling our **************** Helpdesk at?************** or?online?at ******************************.??
Mr. **** has stated in the complaint:
1. He purchased furniture and was told the item would be delivered on September 9th, but no one showed up. He was later informed the items were no longer available and we no longer ship, so he requested a refund but still has not received it.

1. Mr. **** purchased a living room and dining room furniture initially scheduled for delivery on September 12th. The delivery was rescheduled for September 14th due to the items not being placed in the delivery schedule. Before the delivery, it was discovered that the loveseat was not in stock, so he canceled the entire purchase. The order was canceled, and a credit was pending on the invoice.

We reviewed Mr. ***** complaint and found his concerns regarding a purchase listed under ******* ******. We have contacted Ms. ****** and issued a refund of $1,697.40 back to her original payment method.

We apologize for any inconvenience experienced during this process.

Conn values Mr. **** as a customer and appreciates him for bringing his concerns to our attention.

Sincerely,

Customer Relations
*********************************************
Initial Complaint
Date:10/01/2024
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.
Purchased November 2, 2023 $153.35 for "home insurance" They stonewalled on numerous attempts to prove we have homeowners insurance. On purchase date, they promised to reverse this charge after we filled out a form and showed that we had homeowners insurance.$339 for extended warranty. Between their stonewalling on the homeowners insurance, and the fact that they have declared bankruptcy, we do not trust that this extended warranty is financially sound.
Business Response
Date: 10/07/2024
Conns HomePlus (Conns) appreciates the opportunity to respond to Mr. ******* concerns.We have a history of over 130 years of quality customer service and satisfaction, and we would not want anything to impair that record. As a reminder, Mr. ****** may contact Conns regarding questions by calling our **************** Helpdesk at?************** or?online?at ******************************.??

Mr. ****** stated in the complaint:
1. He was promised the charges would be reversed after he filled out a form and showed that we had homeowners insurance, but he was stonewalled on numerous attempts to prove we have homeowners insurance;
2. He paid $339 for an extended warranty but does not trust the extended warranty since we declared bankruptcy; and
3. He is requesting a billing adjustment of $492.35.

Our investigation reveals that:
1. We have requested that Mr. ****** provide us with a legible copy of his homeowner's insurance on numerous occasions, but the document he has provided is not clear enough to confirm the information;
2. We understand your concerns during this time and want to ensure you that all extended warranties purchased are being honored and
3. Mr. ****** must submit a legible copy of his declaration page and a warranty cancellation form to receive a pro-rated credit.

Based on the documents Mr. ****** provided in his complaint, he submitted a request to cancel the optional ************ the documents he provided, he was informed several times that the photos he attached were not visible and that he should resend them. However, he has not supplied an eligible copy of his declaration page. The images Mr. ****** attached with the complaint are also blurry and cannot be used. Mr. ****** must provide a clear copy of his declaration page with his information clearly visible (name, address, policy number). Once he gives us a copy, we can submit to have the coverage removed.

If Mr. ****** would like to cancel the coverage, we have attached a copy of the warranty cancellation form to complete and return to use. Please be mindful that any cancellation requests made 30 days after purchase will be subjected to a cancellation fee and a pro-rated credit as listed under the terms.

Conns Home Plus values Mr. ****** as our customer, and we appreciate him for bringing his concerns to our attention.

Sincerely,

Customer Relations
*********************************************
Customer Answer
Date: 10/28/2024
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.

I cancelled the extended warranty of $339. but they pro-rated it, plus they charge a cancellation fee (not announced). They have also been charging us for homeowner's insurance $153.35 which I should be fully reimbursed for.

I expect to receive $414.66 minus whatever they charge for the cancellation fee.

UPDATE: as of 10/24 (when I checked), I now owe $185.67 which means they refunded $250.76. Considering full refund of the $153.35 for insurance, they only returned ***** of the $339 extended warranty.
By my calculations, a proration of 37/48 X $339 = $261.31 which means they are charging a cancellation fee of $164.30. I consider that completely unacceptable. I would agree to a cancellation fee of up to $25.

Regards,
****** ******
************

Business Response
Date: 11/04/2024
We appreciate the opportunity to respond to Mr. ******** additional concerns. The pro-rated credit is determined based on several factors such as the days coverage was enforced, cancellation fees, any claims paid and taxes. We received Mr. ****** warranty cancellation form and processed the pro-rated credit of $255.27 to his account. Mr. ****** still has not provided us with a clear copy of his declaration page with his information clearly visible (name, address, policy number) to remove the insurance coverage. Once he gives us a copy, we can submit to have the coverage removed.
Customer Answer
Date: 11/14/2024
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.

I sent them a clear copy on 11/12/24

Regards,

*** ****** :^)

Business Response
Date: 11/20/2024
The document Mr. ****** submitted is a billing statement. To proceed with removing the coverage, we would need him to provide a copy of the declaration page of his homeowners policy.
Initial Complaint
Date:10/01/2024
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.
About a month ago I paid conns appliance account in full by check. There is a refund of 700+ dollars owed to me for overpayment. I have made several phone calls about my refund to customer service . Originally I was told it would be 4 weeks to get refund. Now, today I am being told by customer service that because they are under bankruptcy I may not get my money. I paid this account as agreed. To be told I may not get what is owed to me is unfair. I would like a refund and to speak to someone from corporate office to call or email me with date of refund or information on how this matter will be resolved. This company will harass you about their payment on the payment due date. They demand their money in an aggressive way by calling and emailing the consumer multiple times a day until they are paid. With that being said, I would like my refund. They got their money in full. I would like my refund in full as well. Paid on 9/3/2024
Business Response
Date: 10/04/2024
Conns HomePlus (Conns) appreciates the opportunity to respond to Ms. ****** concerns. We have a history of over 130 years of quality customer service and satisfaction, and we would not want anything to impair that record. As a reminder, Ms. ***** may contact Conns regarding questions by calling our **************** Helpdesk at?************** or?online?at ******************************.??

Ms. ***** has stated in the complaint:
1. She paid off her account and had an overpayment of around $700, but she was initially told she would receive a refund. However, she is now being told she may not get a refund since we filed for bankruptcy; and
2. She is requesting a refund.

Our investigation reveals that:
1. On September 3, 2024, Ms. ***** posted a payment of $4,275.00 to her account and had an overpayment of $756.49. Unfortunately, before the refund was sent, we filed for bankruptcy Chapter ********************************************* place during the court proceedings.
2. Due to Conns going out of business and filing for bankruptcy, we cannot process refunds at this time.

We have reviewed Ms. ****** complaint and confirmed that she had an overpayment of $765.49 on her account. Unfortunately,due to Conns filing bankruptcy and going out of business, we cannot process refunds at this time. The Chapter ********************************** place during the court proceedings. There is no one to escalate this to who can make a different decision, as we are under the rule of the judge presiding over the case. For additional information about the cases, please visit ************************************************. The Company has also established an Information Line at Toll-Free **************, and for local callers, please use **************. Parties may also email ************************************* for more information.

Conn values Ms. ***** as a customer and appreciates him for bringing his concerns to our attention.

Sincerely,

Customer Relations
*********************************************
Initial Complaint
Date:09/30/2024
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 computer on 09/24/24 from the sells floor of the store. Before I left the store the sells men attended to show me how the computer works, he was not able to login in to the computer. He told me that the reason was because of the weak Wi-Fi, with me not understanding the sells was final he told me to go home and use my Wi-Fi because it would be better. I took the computer home and still I wasnt able to long in, I went back to the store within 3 hours to let him know I was not able to get on to the computer. The sells man attempted to fix my problem by changing the password, it didnt work so he asked me to leave the computer to fix the problem and he would call me. On the next day he didnt call, after two days I went back to the store to speak with him. He told me he couldnt fix the computer and told me to take the computer home, I refused to take the computer and I asked for another computer in his store in exchange for the computer that didnt work. I was very upset and they were rude to me and he said the theres nothing they could do. I asked if I could take to another location to exchange it for a new computer of the same kind, after telling me that would not work they said they would have to talk to the CEO, and the CEO could make the decision. He couldnt assure me a time frame for the resolution, I realize since theyre going out of business the answer was not trustworthy. They have the computer that doesnt work and I didnt received the refund of my $519.60, I know that the company has the fault and I am demanding a refund.
Business Response
Date: 10/09/2024
Conns HomePlus (Conns) appreciates the opportunity to respond to Ms. ******* concerns. We have a history of over 130 years of quality customer service and satisfaction, and we would not want anything to impair that record. As a reminder, Ms. ****** may contact Conns regarding questions by calling our **************** Helpdesk at?************** or?online?at ******************************.??

Ms. ****** stated in the complaint:
1. She purchased a computer that was tested in-store. While there, the unit did not connect to the internet, but she was told to take it home and test it using her internet. However, the item still did not work;
2. She returned the computer to the store so it could be worked on. When she came back to check on it, she was told it could not be fixed, but she had to take it back since it was purchased as a floor model;
3. She is requesting a refund.

Our investigation reveals that:
1. Ms. ****** purchased a floor-model computer and took the item from the store the same day. She contacted our customer service department two days after purchase, stating the unit was not working, and requested a refund. However, she was informed the item was a final sale and could not be refunded;
2. Ms. ****** returned the computer to her local Conns to check on the issues. The store reported they attempted to resolve the internet connection issue but have been unsuccessful. Therefore, we have agreed to issue an exchange only;
3. Although we cannot issue a refund, an exchange has been approved up to the original purchase price.

Our records show that on September 24, 2024, Mr. ******** purchased a final sale floor model HP laptop for the discounted price of $480.00. She elected to pick up the laptop from the store that day and signed it, acknowledging the item was received in good order.

We reviewed Ms. ******** complaint and saw that she contacted the customer service department two days after purchase, stating that the store sold her a defective item and requested a refund. Upon reviewing Ms. ******* invoice, it was confirmed that the item was purchased as a final sale floor model. Therefore, her request for a refund was denied.

Since receiving Ms. ******* complaint, we confirmed with her local store that the laptop was brought in to attempt connection issues, but the unit was not connecting to any service. Since the unit was purchased as a final sale floor model, we have agreed to issue an exchange-only . Ms. ****** may visit her local Conns to initiate the approved exchange. Please remember that Conns has filed for bankruptcy, and all stores will be closing. Therefore, the exchange will need to take place before the stores close.

Conns Home Plus values Ms. ****** as our customer, and we appreciate her for bringing her concerns to our attention.

Sincerely,

Customer Relations
*********************************************
Initial Complaint
Date:09/30/2024
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 purchased a washing machine from Conns 6/2/24. From the beginning it was not a very pleasant experience from Mr. ***** He wasnt pleasant to deal with and he was very ***** I expected a much better experience from someone who has 18 years at Conns. I felt more like we were bothering him. Then he double charges me for a pick up and instead of him correcting the issue the right way, he simply takes it off. This is where the problem began! Delivery experience was good, no complaints there except that he was an hour before my delivery time. Then on Thursday, I checked my Synchrony account to find that not only was I charged for the initial amount of $1240 on 6/2/2024 but also another charge on 6/5/24 for $1196 in ********? I was at work on 6/5/24, received the washing machine at my home and then back to work! How? Why? So I called Conns **************** line and they advised me to call my card! Now why would I do that when I dont even carry the card and this was clearly a Conns error. Now Ive had to inconvenience myself because of an error that couldve been avoided from the beginning of the transaction. Ive disputed this twice now and still no resolve from Synchrony or Conns
Business Response
Date: 10/02/2024
Conns HomePlus (Conns) appreciates the opportunity to respond to Ms. ******** concerns. We have a history of over 130 years of quality customer service and satisfaction, and we would not want anything to impair that record. As a reminder, Ms. ******* may contact Conns regarding questions by calling our **************** Helpdesk at?************** or?online?at ******************************.??

Ms. ******* stated in the complaint:
1. She purchased a washer, and after checking her ************** account, she found out that she was charged for the initial amount of $1240 on 6/2/2024 and another charge on 6/5/24 for $1196; and
2. She is requesting a billing adjustment.

Our investigation reveals that:
1. We have no records showing Ms. ******* was charged twice. We confirmed her account was settled with ************** for $1,196.99 on June 5, 2024;
2. We are unable to process a billing adjustment.

We researched Ms. ******** complaint and found that on June 2, 2024, she purchased a washer with a 48-month ************** Agreement Plan, a washer hose, two haul-away services, and delivery totaling $1,240.28. Ms. ******** washer was delivered in good order on June 4, 2024.

After further review, we show that one of the haul-away services was not needed. Therefore, the fee was canceled from Ms. ******** invoice, and a credit of $43.29 was applied to her ************** account. We have verified that as of June 5, 2024, the account was settled for $1,196.99. We have no records showing that any additional charges were processed.

For questions or concerns regarding her account balance, Ms. ******* must contact ************** at ************.

Conns values Ms. ******* as a customer, and we appreciate her bringing her concerns to our attention.

Sincerely,

Customer Relations
*********************************************
Customer Answer
Date: 10/02/2024
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,

The account was not settled for 1196. It was charged for 1196 instead of issuing a credit of $43. This may show correct on your end but on my synchrony account it was charged for a $1196.

Business Response
Date: 10/03/2024
Our records do no reflect that Ms. ******* was double charged, it only show she was charged the settled amount of $1196.99. She may provide us with supporting documents to further review her concerns.
Customer Answer
Date: 10/03/2024
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,

Attached is a screenshot of my synchrony account clearly showing 2 charges for a washing machine. 1240 and 1196. They didnt submit a credit. 1240 charge from the store the day of purchase and 1196 from their corporate office the day after delivery. I will need a statement in writing on letter head of the correct charge and what happened. This was an error on their part and I need the statement to submit to Synchrony.

Business Response
Date: 10/04/2024
Since we do not have access to view the full account, we ask that Ms. ******* please provide the full running bank statement, so that we may review the final (settled) balance.
Customer Answer
Date: 10/08/2024
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,

Please See Attached
Business Response
Date: 10/09/2024
We ask that Ms. ******* please provide the full running bank statement (not a screenshot), so that we may review the final (settled) balance that reflect the beginning and ending balance.

Initial Complaint

Date:09/27/2024

Type:Product Issues

Status:

Unresolved

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.

June ******* me and my wife go into the **********, ******* store (Store # ***) and we spoke with the Store Manager, **** (Salesperson *****) about a product he had inside his store. The product was a upright freezer ** brand. We explained that we could not have the product delivered at this time due to our home not being completed. He stated that would not be a problem. He stated to just call and it would be delivered. So I called on September ******* to have the product set up for delivery. I spoke to *** at customer service and he stated that the product was not in warehouse and for me to call back after the following Monday. So I called back on Tuesday, September 17, 2024 and spoke with ******** in customer service and she stated that the item is no longer available for Conn's and they had none to ship to me and for me to get with the Store Manager, **** to get a refund. Myself and my wife have been getting the run around since the 17th. **** will no longer take our calls and customer service are people that you can no longer understand their English. We want our money back now! we paid for a product that was not shipped to ** and can not be shipped so we want what is owed to us immediately.

Business Response

Date: 10/01/2024

Conns HomePlus (Conns) appreciates the opportunity to respond to Mr. ********* concerns.We have a history of over 130 years of quality customer service and satisfaction, and we would not want anything to impair that record. As a reminder, Mr. ******** may contact Conns regarding questions by calling our **************** Helpdesk at?************** or?online?at ******************************.??

Mr. ******** stated in the complaint:
1. He purchased a freezer in June and explained that they could not have the product delivered at that time. He was told to call when ready, but when he called in September, he was informed the product was no longer available.
2. He is requesting to receive a refund.

Our investigation reveals that:
1. Mr. ******** purchased a freezer and requested that delivery be scheduled for a later date. By the time he contacted us to receive the delivery, we had announced that we had filed for bankruptcy and no longer had the item in stock, and
2. The refund is currently pending.

We have investigated Mr. ********* complaint and found his concerns are regarding a purchase listed under ******** *****. Ms. ***** purchased a freezer on June *******, and requested the delivery be postponed. At that time, we had several freezers available. Therefore, she was informed to contact us once she was ready to receive delivery.

After further review, we confirmed that the delivery was not completed before we announced our stores would close and inventory would. Ms. ****** invoice has been canceled, and credit is pending and due for $1,345.97.

Conns values Mr. ******** as a customer, and we appreciate him bringing his concerns to our attention.

Sincerely,

Customer Relations
*********************************************

Customer Answer

Date: 10/02/2024

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.

We have spent the last two weeks calling and speaking with numerous employees (*** and ********) and others on this matter with no one even trying to resolve this issue. The Store Manager, **** would not even take our calls after the first initial time of speaking with him. My complaint stands and if Conns values us as a customer then why were we told by the customer service that we would hear from someone within 72 hours of speaking to them and that was on September 17, 2024 and we have yet to hear a word from anyone. Why hasn't anyone called us to make this right and to refund our money? I can tell you why because they have no intention on doing so. My complaint will stand until they do what is right and make contact with us and send us a full refund.

Regards,

Business Response

Date: 10/02/2024

We appreciate the opportunity to respond to Mr. ********** additional concerns. Ms. ****** invoice has been canceled, and a credit is pending and due for $1,345.97. Once we have pending credit has been processed, we will reach out to Ms. ***** to initiate the refund.

Customer Answer

Date: 10/02/2024

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 it.

so which is it one response you state the order has been canceled but now you state that once it has been you then will reach out to us? Kinda like your customer service telling us we will a response from someone in 72 hours and that never happened. Or your store manager telling us to call his manager and speak to them about the refund and he gives us the number to your bankruptcy. To many lies to keep up with. If you want this resolved then you call immediately and refund us our money immediately. If you refuse to do that then this complaint stands and no need in wasting your time.
Regards,

Business Response

Date: 10/02/2024

Ms. ****** invoice has been canceled, and a credit is pending and due for $1,345.97. Once we have pending credit has been processed, we will reach out to Ms. ***** to initiate the refund.

Customer Answer

Date: 10/04/2024

Business Response

Date: 10/07/2024

We attempted to contact Ms. ***** October 4, 2024 at ************ and ************. However, on both lines we received the message that the wireless carrier is not available, and have not been able to make contact. We ask that Ms. ***** provide us with a good contact number and time to reach her regarding her refund.

Customer Answer

Date: 10/07/2024

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.

************** ******** *****, she will be expecting your phone call. Once the refund is completed we will handle this complaint. Thank you!

Regards,

Business Response

Date: 10/11/2024

We were able to speak with Ms. ***** and informed her of the refund process.

Customer Answer

Date: 10/11/2024

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.

This complaint is not resolved and will not be until our refund is completed. What Conns did was committe consume fraud by selling us an item and not providing us the item and now involving our transaction in your bankruptcy. This complaint will not be resolved until conns has placed the refund into our account so no sense in wasting our time and your time.

Regards,

Business Response

Date: 10/16/2024

Ms. ***** has been informed how to process her of the refund request.

Customer Answer

Date: 11/01/2024

Complaint Type:

Refund / Exchange Issues

*****************************************************************************************************************************************************************************************************************

Problem:

Desired Resolution / Outcome

Desired Resolution:

Refund

*******************************************************************************************************************************************************************************************************

Business Response

Date: 11/01/2024

Ms. ***** has been informed how to process her of the refund request.

Customer Answer

Date: 11/05/2024

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.

We have made it very clear that this complaint will stand until Conns returns our refund. Just bc you say we been advised how doesn't mean that is enough. Give us our refund and then we will resolve this complaint.

Regards,

Business Response

Date: 11/06/2024

Ms. ***** has been informed how to process her of the refund request.

Customer Answer

Date: 11/14/2024

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.

This is a lie, Mrs. ***** has only been told no when it comes to getting our refund back. All we are getting is excuses. I have made this very clear that this complaint will not be dissolved until we have been rewarded our full refund. So stop responding with we been told how to get our refund back. It is your job as the retailer to make sure that we receive our refund. We have filed the complaint, we have attempted to get our refund now the ball is in your court to get the refund back to us so stop with the lies and excuses.

Regards,

Business Response

Date: 11/18/2024

We have previously spoken with Ms. ***** directly and informed her how to proceed with filing a claim for her refund. If Ms. ***** has any additional questions, she may contact us at ************

Customer Answer

Date: 11/19/2024

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.

This is lies, ********* has been told that her refund can not be escalated and no one from your company has made an effort to resolve this issue. Stop wasting time because we will not drop the complaint until your company has refunded us what is due. How about someone from your company try reaching out and doing what is right?

Regards,

Initial Complaint
Date:09/23/2024
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.
Recliner bought, 2 Jul 24. No paperwork of transaction provided. Advised by staff, a copy of everything would be provided via email address I provided. The only thing given was payment book at the store, nothing else. Insurance was bought with chair. I immediately started having problems with the chair and advised staff at location, I wanted to return it. I was then told I had signed paperwork stating I would not be able to return furniture once it left the store. I still have not received any sales paperwork from when I bought it. I have brought this to their attention, in person, by phone, and by email approximately 10 times since purchase to no avail. I would not have proceeded with the sale if I would have known there were no returns. When calling customer service, I was immediately transferred to the chair manufacturer who on 2 occasions was advised me they could not do anything and did I understand that the company had filed for bankruptcy protection? I have since quit calling and have sent emails for the past couple months seeking guidance. I have not received replies to any correspondence. I have received ads to buy more things. I have also started receiving threats that they will go to the credit bureau if I dont make my payments. I am supposed to be making payments of approximately $50 for 36 months for a chair I cannot get repaired. I do have copies of all emails I have sent. I dont know what to do.
Business Response
Date: 09/27/2024
Conns HomePlus (Conns) appreciates the opportunity to respond to Mr. ******** concerns. We have a history of over 130 years of quality customer service and satisfaction, and we would not want anything to impair that record. As a reminder, Mr. ******* may contact Conns regarding questions by calling our **************** Helpdesk at?************** or?online?at ******************************.??

Mr. ******* stated in the complaint:
1. He bought a recliner with insurance, but no paperwork was provided to him. He immediately began to have issues with the chair and requested to return it but was told he could not return it;
2. He has reached out to us several times for assistance but has not received guidance; and
3. He is requesting that the chair be returned and the contract voided.

Our investigation reveals that:
1. Mr. ******* purchased a recliner with an extended warranty. All his signed documents were emailed to the address he provided us at the time of purchase ************************* Additionally, our Return and Exchange policy is displayed inside all Conns locations as well as listed on our website;
2. We reviewed Mr. ******** call and email history with us, and it shows that he only contacted us on August 12, 2024, for service on his recliner. At that time, services were halted due to filing bankruptcy but resumed for customers with extended warranties; and
3. We cannot honor Mr. ******** request to return his recliner and void the contract.

Our records show that on June 28, 2024, Mr. ******* purchased a ******* recliner with a 36-month FurnitureGard Plan. Mr. ******* elected to pick up his recliner from his local Conns that same day.

We researched Mr. ******** complaint and found that he contacted us on August 12, 2024, requesting to return the recliner, stating that the item was malfunctioning. At that time, we had temporarily ceased service due to filing for bankruptcy, and Mr. ******* was referred to the manufacturer for his service needs. We have no further records showing that Mr. ******* contacted us regarding further issues.

Since then, service requests have been reestablished. Currently, we are unable to offer service as our ************ has closed. However, for customers who purchased the FurnitureGard extended warranty plan, repairs can be requested by calling the ********************************* directly at ************ or filing a claim online at ***********************.

Conns values Mr. ******* as a customer, and we appreciate him for bringing his concerns to our attention.

Sincerely,

Customer Relations
*********************************************
Initial Complaint
Date:09/22/2024
Type:Delivery Issues
Status:
ResolvedMore 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 went into Conn Home Plus to place an on 9/08/2024 for a cafe refrigerator that they had on sale for a total of $2,767.45. Was told at the time by the store assistant manager that it was 2 available. He stated that the store manager will be in to schedule the deliver although the delivery on paper was 10/11/2024. On 10/14/2024 I waited at my new home and no delivery ever showed up. No one called, emailed or text me. I received a test on Sunday 10/15/2024 that I was scheduled for delivery on 10/16/2024 around 10am to 1pm. No one showed up, called, sent an email or anything. Called the number that left for delivery all they can say is sorry it was cancel. I have been trying to reach the store since 10/15/2024 the phone ring but no ones pick up. Had an employee at another location in ************* Ga called them and the same. They will not pick up. Still to this day 09/22/2024 no one has reach out to me to let me know of anything Im still waiting on a refrigerator. To think I chose this store over ********** where I could have paid $300 more and had a refrigerator by now. Now the tv has increase in price the Labor Day sale are gone so now I have to thousand more. I would like a full refund for the price of the refrigerator. Now I see why they are going out of business they are conning people of their money
Business Response
Date: 09/27/2024
Conns HomePlus (Conns) appreciates the opportunity to respond to Ms. ******** concerns. We have a history of over 130 years of quality customer service and satisfaction, and we would not want anything to impair that record. As a reminder, Ms. ******* may contact Conns regarding questions by calling our **************** Helpdesk at?************** or?online?at ******************************.??

Ms. ******* stated in the complaint:
1. She purchased a refrigerator on September 8th and was told the item was available for delivery. However, on the date of delivery, no one showed up, and now she is being told the item was canceled;
2. She is requesting to receive a refund.

Our investigation reveals that:
1. Ms. ******* purchased a refrigerator, which was initially scheduled for delivery on September 16th. However, the item was not available to complete the delivery, and the delivery was postponed;
2. We have canceled and refunded Ms. ********* order.
Our records show that on September 8, 2024, Ms. ******* purchased a ******* Caf refrigerator, waterline, and delivery. We show the refrigerator was scheduled for delivery on September 16, 2024.
Upon review, we found that the refrigerator was no longer available,which caused the delivery to be postponed. We could not locate another model;therefore, the delivery was canceled. We spoke with Ms. ******* and were able to process the refund request. We sincerely apologize for the inconvenience Ms. ******* experienced due to the delivery delay

Conns values Ms. ******* as our customer and appreciates her for bringing her concerns to our attention.
Sincerely,
Customer Relations
*********************************************
Customer Answer
Date: 09/30/2024
[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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.
Initial Complaint
Date:09/22/2024
Type:Product Issues
Status:
UnresolvedMore 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.
The orders began in March 2024. I ordered a washer, dryer, and window air conditioner. It was delivered; however, when the box opened, the AC unit was broken. They told me since it was opened I was unable to refuse it. I would have to speak to the store manager. I called the same day and they informed me that the store manager was out. I went to the store the following Monday. The Store Manager at the time was Chris ( I have spoken with 5 store managers and managers). He said he would call and get the AC unit taken care of and allow him some time. I came back to the store in a week and they informed me that he was out on leave due to the illness of his child. I spoke with the next store manager Jay. He told the young lady to order a new AC unit. When the deliveries came they would pick up my old unit and take away the broken unit as well. The new unit came. The deliveries stated they couldn't take the broken unit or old unit because the man would install the in-window unit would be able to do so. They left. When the man came to install the window unit he said that he couldn't. He canceled the installation. I went up to the store at this time there was another manager there who was visiting from a store from New Orleans and told me to contact customer service. I have been in contact with them since the beginning and continued to get the runaround. I still have no resolve.
Business Response
Date: 09/27/2024
Conn’s HomePlus (“Conn’s”) appreciates the opportunity to respond to Ms. ****** concerns. We have a history of over 130 years 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:
1. She ordered a washer, dryer, and window air conditioner. The AC unit was broken when the box opened, but she was told that since it was opened, she was unable to refuse it;
2. She went to the store and spoke with several managers, who told her they would order a new unit and have the old model picked up. However, when the new unit was delivered, she was told they could not take the broken unit;
3. She was told that we could not install the AC unit and would cancel the service; and
4. She requests to either receive a store credit or a refund or complete the installation.

Our investigation reveals that:
1. Ms. ****** appliances and AC unit were delivered as a drop-off and were in good condition on March 21, 2024. She contacted us on March 29, 2024, to report damages but was informed the item was accepted and we could not exchange it;
2. We have no records showing that an exchange was approved. Ms. **** opted to purchase a new AC unit (different model) that was accepted during delivery on April 20, 2024;
3. Ms. **** was informed that we could not remove her old unit or install the new AC unit into her walls. We show that there has been a delay in processing the installation and haul-away request; and
4. A pending credit of $199.99 for the installation fee and $39.99 for the haul-away fee is due.

Our records show that on March 7, 2024, Ms. **** initially purchased an LG washer (WT7405CV), a dryer (DLE7400VE), and a GE 23.9K Cool/Heat Window unit (AHE24DZ) on invoice 42326249. However, she opted to exchange the models before these items were delivered. We show the invoice was canceled, and a new online order was placed for a Samsung washer (WA44A3205AW), dryer (DVE45T3200W), and a GE 24K Heat/Cool AC unit (AWGH24WWF) on invoice 60144348. We show that the appliances and AC unit were delivered as a drop-off only and accepted in good condition on March 21, 2024.

We reviewed Ms. ****** complaint and found that she contacted us on March 29, 2024, stating that the AC unit was too large and was broken on the side. Ms. **** was informed that since the item was accepted, she must contact the service to determine if an exchange is required. However, no records show that a service claim was created or an exchange was approved. Instead, we show that on April 17, 2024, Ms. **** elected to purchase a new GE 18K Heat/Cool AC unit (AWGH18WWF) with Conn’s installation service on invoice 42417949. The new unit was delivered in good condition on April 20, 2024, and was later scheduled for installation on April 25, 2024. Upon the installation, it was discovered that her previously owend unit was installed inside the wall. Ms. **** was informed that we cannot remove her old unit and we do not install an AC unit inside the wall. Therefore, the installation and haul-away of the old unit was not completed.

After further review, we see that Ms. **** began reaching out to us in May 2024, stating that the original AC on invoice 60144348 was defective and exchanged for a new model. She mentioned that we never returned the old unit, and she is now being charged for two separate AC units. Ms. **** has been informed numerous times that no records showing she was approved for an exchange on the original model (AWGH24WWF) or that service was rendered. Rather, we see she purchased a new unit.

Although we cannot honor Ms. ****** request for a store credit, we do show she is due a credit for the installation and haul-away fee.

Conn’s values Ms. **** as a customer, and we appreciate her for bringing her concerns to our attention.

Sincerely,

Customer Relations
Conn’s HomePlus
Customer Answer
Date: 10/04/2024
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.

1. Ms. ****** appliances and
AC unit were delivered as a drop-off and were in good condition on March 21,
2024.
THIS IS FALSE INFORMATION BECAUSE
I CALLED THE STORE WHILE THE DELIVERY PEOPLE WERE PRESENT BECAUSE THEY DIDN’T
ALLOW ME TO REFUSE THE DELIVERY OF THE BROKEN UNIT. THE MANAGER AT THAT TIME
CHRIS TOLD ME TO COME BACK IN STORE TO GET IT RESOLVED BECAUSE THE PEOPLE THAT
DELIVERED THE UNIT DO NOT WORK AT THERE STORE SO IT WAS NO WAY FOR HIM TO MAKE
THEM TAKE THE UNTI BACK WITH THEM. THEY WORK FOR THE WAREHOUSE WERE THE
PRODUCTS WERE COMING FROM. IF THIS WERE THE TRUE CASE WHY DIDN’T THE DELIVERY
PEOPLE TAKE PICTURES OF THE AC UNIT THE WAY THEY TOOK PICTURES OF THE WASHER
AND DRYER THAT WERE DELIVERED THAT SAME DAY.

She contacted us on March
29, 2024, to report damages but was informed the item was accepted and we could
not exchange it;

I WENT INTO THE STORE ON MARCH
22,2024, WHEN I LEFT WORK AND SPOKE WITH THE STORE MANAGER AT THAT TIME WHICH
WAS CHRIS. HE TOLD THAT HE WOULD BE EMAILING THE DISTRICT MANAGER ABOUT A
RESOLUTION. HE ASKED THAT I ALLOW HIM A WEEK FOR A RESOLUTION. WHEN I CALLED
BACK IN A WEEK, HE WAS ON LEAVE DUE TO THE ILLNESS OF HIS CHILD. I TEXTED HIM
(WHICH I HAVE PROOF OF THOSE TEXT AND HE STATED THAT HE WAS STILL WAITING ON A RESPONSE
FROM THE DM). WHEN I CALLED BACK IN A WEEK, THE STORE STATED THAT CHRIS NO LONGER
WORKED THERE AND I SPOKE WITH THE MANAGER AT THE TIME JAY AND ALYSSA. THEY INFORMED
ME THAT CHRIS NEVER SENT AN EMAIL TO THE DM AND THEY WOULD HAVE TO SEND OUT AN
EMAIL TO THE DM. BUT THEY GAVE ME TO A REPRESENTATIVE IN THE STORE FOR A
REPLACEMENT UNIT DUE TO ME BEING WITHOUT AN AC UNIT IN 90 DEGREE HEAT IN
LOUISIANA. I HAVE SPOKEN WITH 5 STORE MANAGERS SINCE MY ORDER WAS PLACED IN
MARCH. EACH TIME I RETURN TO THE STORE THERE IS A NEW MANAGER THAT I HAVE TO
CONVEY THE SAME INFORMATION ALL OVER AGAIN TO. AND WHEN I CALL CUSTOMER SERVICE
I GET THE RUN AROUND AS WELL. I HAVE SPOKEN WITH THE “RESOULTIONS” DEPARTMENT ABOUT
3 WEEKS INTO THIS SITUATION AND STILL HAVEN’T GOTTEN A RESOLUTION.

2. We have no records
showing that an exchange was approved. Ms. **** opted to purchase a new AC unit
(different model) that was accepted during delivery on April 20, 2024;

I DID NOT OPT FOR A DIFFERENT
UNIT, THE MANAGERS IN STORE INFORMED ME THAT THE UNIT I ORDERED 23/24 BTU WAS
NO LONGER AVIALABLE DUE TO THE COMPANY’S INVENTORY. THEREFORE, I WOULD HAVE TO
GET THE 18 BTU UNIT. I HAD TO PAY MORE MONEY TO GET THE SMALLER UNIT DUE IT
BEING SMALLER. THE LARGER HOLE HARD TO BE REPLACED. I HAVE NEVER TOLD THEM THAT
THE UNIT WAS TOO LARGE. I HAD A LARGER UNIT IN MY HOME WHEN I ORGINALLY
PURCHASED THE UNIT.

3. Ms. **** was informed
that we could not remove her old unit or install the new AC unit into her walls.
We show that there has been a delay in processing the installation and
haul-away request; and
I WAS NOT INFORMED ABOUT THEM NOT BEING ABLE TO
INSTALL THE UNIT UNTIL THE INSTALLATION PERSON ARRIVED AT MY HOME. IF YOU
REVIEW MY FIRST ORDER , I OPTED NOT TO GET HAUL AWAY OR INSTALLATION BECAUSE OF
IT BEING A WALL UNIT, HOWEVER THE MANAGERS IN YOUR STORE ON SIEGEN ADVISED ME
TO GET INSTALATION AS WELL AS HAUL AWAY TO ENSURE THAT THE UNIT WAS IN GOOD CONDITION
AND I WOULDN’T HAVE TO WORRY ABOUT HAUL AWAY. I HAVE COME OUT OF POCKET MORE
FOR THE SMALLER UNIT. IT MAKES NO SENSE FOR ME TO PAY FOR SOMETHING TO BE DONE
IF I KNOW IT COULDN’T BE DONE.

4. A pending credit of $199.99 for the
installation fee and $39.99 for the haul-away fee is due.

WHY
IS THIS A PENDING CREDIT?

Regards,

Business Response
Date: 10/07/2024
We appreciate the opportunity to respond to Ms. ****** additional comments. As previously mentioned, we, we have no records showing that she was approved to replace her original AC unit. Rather, we show she purchased a new GE 18K Heat/Cool AC unit (AWGH18WWF) with Conn’s installation service on invoice 42417949. Both accounts are found to be accurate and we cannot issue a store credit.

The credits are pending due to Conn’s filing bankruptcy and going out of business. Currently, we are unable to process refunds at this time. The Chapter 11 bankruptcy automatic stay is in place during the court proceedings. Once we have further direction, we will be able to determine how to proceed.

Customer Answer
Date: 10/09/2024
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.

I still have had a 23BTW Unit in my home since March 2024. I have been lied to throughout this process from my original purchases. I merely want the unit that NEVER worked upon delivery to be picked up from my home and returned also credited. As well as haul away and installation credited. I was told by several people that this issue would have been resolved months ago.

Regards,
Carla ****
Business Response
Date: 10/10/2024
We are unable to honor Ms. ****'s request to pick up her original unit. We have no records showing that service was requested for that model or that a replacement was approved. The credits are pending due to Conn’s filing bankruptcy and going out of business. Currently, we are unable to process refunds at this time. The Chapter 11 bankruptcy automatic stay is in place during the court proceedings. Once we have further direction, we will be able to determine how to proceed.
Customer Answer
Date: 10/12/2024
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.

The lies that were told to me is most likely the reason that the company is having the issues that it is having. I was told by multiple managers and Herb in their Resolutions department that this situation would be resolved months ago. I WILL NOT PAY FOR A BROKEN UNIT THAT WAS DELIVERED TO ME. The communication with this company since the beginning of trying to make my purchase has been unfavorable to say the least. The company telling me I'm am stuck with a broken unit that was delivered to be is absorb, unreasonable, and not good business.

Regards,

Carla ****

Business Response
Date: 10/16/2024
Ms. ****'s AC unit was delivered as a drop-off only and accepted in good condition on March 21, 2024. She contacted us on March 29, 2024, to report an issue and was informed that since the item was accepted, she must contact the service to determine if an exchange is required. However, no records show that a service claim was created or an exchange was approved. Again, we are unable to honor Ms. ****'s request to pick up her original AC unit or issue an exchange. She does have a warranty on the AC unit and can contact the Service Center at 855-266-6349 to have the item assessed.
Customer Answer
Date: 10/21/2024
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. CONN'S the AC unit was delivered at drop-off was NOT accepted in good condition on March 21, 2024. As told to me by not only by the store manager's and customer service, the same pictures that were taken of the washer and dryer, WERE NOT TAKEN OF THE AC UNIT BECAUSE IT WAS BROKEN. I She contact the store the NEXT DAY to report the issue and was informed to take pictures and send them to the store manager at that time Chris. He said that he would be contacting the DM and NEVER DID. I found this out AFTER HE QUIT. I spoke with the new store manager Jay and Assistant store manager Alyssa and this is when I was told that they would be ordering the new AC Unit and when the new unit came the broken unit as well as my old unit would be hauled away. You all saying that I have a warranty on a unit that was broken on the day of delivery is MAKES NO SENSE. If it was broken when I received it WHY WOULDN'T IT BE AN EXCHANGE. THIS EXCHANGE IS NOT GETTING NEITHER CONN'S NOR MYSELF ANYWERE. THERE IS NO NEED FOR THE WARRANTY IF THEY DELIVERED ME A NEW WORKING UNIT. I AM NOT PAYING FOR 2 UNITS.

Business Response
Date: 10/22/2024
We are unable to honor Ms. ****'s request to pick up her original AC unit or issue an exchange. She does have a warranty on the AC unit and can contact the Service Center at 855-266-6349 to have the item assessed.
Customer Answer
Date: 10/23/2024
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. My issues with the company came before I knew anything about the Chapter 11. That is really not my problem and there are no resolution that you are trying to give outside of my paying for something that was broken upon delivery.

Regards,

Business Response
Date: 10/24/2024
We are unable to honor Ms. ****'s request to pick up her original AC unit or issue an exchange. She does have a warranty on the AC unit and can contact the Service Center at 855-266-6349 to have the item assessed.
Customer Answer
Date: 10/24/2024
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.
My argument remains the same and the company is unwilling to move and so am I.

Regards,

Business Response
Date: 11/04/2024
Ms. **** does have a warranty on the AC unit and can contact the Service Center at 855-266-6349 to have the item assessed if she is needed.

Customer Answer
Date: 11/16/2024
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.

THERE IS NO NEED TO REACH OUT TO A SERVICE COMPANY WHEN YOUR EMPLOYEES ALREADY CREATED A SECOND ACCOUNT WITHOUT MY KNOWLEDGE AND HAS CHARGED ME FOR BOTH. THE CUSTOMER SERVICE/ LACK THERE OF IS OUTRAGEOUS. IT IS ALMOST ANOTHER YEAR AND THIS ISSUE HASN'T BEEN RESOLVED WHEN THIS WASN'T MY FAULT TO BEGIN WITH. I AM GOING INTO THANKSGIVING AND CHRISTMAS WITH A 23 BTU UNIT IN MY LIVING ROOM. FIX THIS

Regards,

Business Response
Date: 11/18/2024
As previously mentioned, we have no records showing that Ms. **** was approved to replace her original AC unit. Rather, we show she purchased a new GE 18K Heat/Cool AC unit (AWGH18WWF) with Conn’s installation service. Both accounts are found to be accurate and we cannot issue a store credit. If service is needed, Ms. **** does have a warranty on the AC unit and can contact the Service Center at 855-266-6349 to have the item assessed.

Customer Answer
Date: 11/23/2024
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.

PLEASE SEE PREVIOUS MESSAGES

Regards,

Business Response
Date: 11/26/2024
If service is needed, Ms. **** can contact the Service Center at 855-266-6349 to to schedule service with Assurant. Assurant is currently the warranty administrator for the Repair Service Agreement.
Customer Answer
Date: 12/09/2024
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.

There is no need for a service call because your store manager ordered me another unit INSTEAD of replacing the unit when it was delivered broken. You all have not been of any assistance since the beginning of this process and still aren't willing to admit the wrong on your staff.

Regards,

Business Response
Date: 12/11/2024
Ms. **** has been informed numerous times that no records showing she was approved for an exchange on the original model or that service was rendered to review for an exchange. Rather, she purchased a new unit. We cannot issue a refund or close the account.
Customer Answer
Date: 12/17/2024
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.

I know what was discussed with the SEVERAL store managers that I spoke with extensively discussed. I SHOULD AND WILL NOT be penalized for the poor operations of your organization. I have had a AC Unit in my home since the beginning of this year. The "options" have been given to me are unacceptable. At this point the company can come get EVERYTHING.

Regards,

Business Response
Date: 12/17/2024
We cannot issue a refund or close the account.
Customer Answer
Date: 12/26/2024
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.

I just want Conn's to honor their agreement.

Regards,

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Complaint statuses

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