Complain about a product or service

Conn's Appliances

Chris of Baytown, TX February 20, 2007

On 2-15-07 I went to the Conn's appliance Clearance Center located on Alexander Dr. in Baytown Texas. Upon entering the store, I was met by the salesman who indentified himself as Manuel De Anda. I told him that I was looking for a new refrigerator. He stated that he had some good deals on "new" fridges that were scratch & dent models. I told him I did not mind scratch and dents, that was why I came to the Clearance Center. My wife and I finally decided on a black side by side LG model refrigerator. The salesman pointed out all of the scratches and dents and I was ok with them. The discounted price was 695.00. We completed all the paperwork and he stated that the fridge would be delivered sometime between 8am-12noon on 2-17-07.

The first thing that upset me was that the fridge was not delivered until 6:30 pm. Secondly when the the delivery guy got it into the house, I asked how to use some of the buttons on the outside of the door and he stated that he didn't know how to operate them. I then began to look for the owners manuel inside the fridge and could not find it. I asked the delivery guy about it, again, he didn't know anything about it. I signed the delivery paperwork and they left. We closed it up and let it cool overnight. The next day, when my wife went to open it and put our food in, she saw mold growing in several areas of the interior about the size of pencil erasers. She then noticied food debris in all of the crisper drawers and some kind of dark liquid substance that had dripped from the top door tray on the fridge side, all the way down to the bottom tray & dried. It was obvious that the fridge had been used in someone's home and returned. Who knows how long they used it.

I called & spoke to the salesman & he stated that he didn't know if it was used or new and put the manager on the line. The manager stated that it is customary for them to sell used fridges to customers without telling them it was used. He stated that Clearance Center products implies that some could be used products. I asked how long someone had used it and why it was returned. He stated that they do not keep records on the units and he did not know. I find this hard to believe. I told him that I told the salesman upon entering the store, that I was looking for a "new" fridge, but did not mind the scratches and dents. I never said I wanted to buy a USED fridge! I got nowhere with the manager and called the district office in Houston, Tx. where I lodged a complaint over the phone and was told by the complaint taker that a district manager, Phillip Lacey, would call me back. As of 2-20-07, I have not received a call back. Also the ice maker only makes about 2 cups of ice in a 24 hr. period. Maybe this is why it was returned by the prior owners. I would appreciate any help in this matter.

Karen of Houston, TX November 26, 2005

I purchase a whirlpool refrigerator August 11.2005 On Nov 17,2005 the freezer side frosted uo and I call the repairman,he said a wire or wire had jarred loose and strap them up. My refrigerator side also was not cooling.On Nov 23,2005 I notice that my 102 day old refrigerator had hairline cracks on right inside wall. I called the company that i purchase it from and they even said this normally doesn't happen to such a new refrigerator.I spoke to Rachel at whirlpool and she was very helpful.I'm just waiting to see what whirlpool or the company I purchase it from is going to do. I would like to know my options. I know I'm going to have to fight if they are talking repair instead of replace.

Glenn of Spring, TX August 16, 2005

I purchased a Maytag Washer from Conn's in 2001 and after about a year it began to stop spinning the water out of the clothes. I started calling and now after parts being replaced and the repairman is due here again today to replace what he calls the transmission the washer does not spin at all now. I feel after 6 service calls the problem should be corrected by now...but they are still coming out here and I went to the website regarding Maytag and found there has been a lawsuit regarding the Neptune Washer and Dryer and lots of complaints regarding the Atlantis washer which is the washer I have. My extended warranty runs out in December of this year (2005) but a lady with Conn's did call me the beginning of this month and I purchased another extended warranty for 2006. It seems I am either stuck with this washer or will be stuck with huge repair bills when I can no longer get an extended warranty.

Judy of Houston, TX December 27, 2004

I have had in excess of five (5) service calls on my dishwasher which I purchased from Conn's and have a service contract for. This has been over a period of 2 months. The dishwasher is still not fixed. I have placed many, many calls to service managers at Conn's. They give me the runaround and keep sending people out to my residence to repair the dishwasher. I went through the entire Thanksgiving holidays with no working dishwasher and now through the entire Christmas holidays with no dishwasher. I have had everything imaginable replaced on the dishwasher and have had standing water in it for long periods of time - still not working. No one will stay to let it run through the cycle to see if it really works - it still does not!!! I think they owe me a new dishwasher. Today is Dec. 27th. I am scheduled for another service call on Dec. 29th. No way I can continue this pattern.

Martha of Katy, TX January 21, 2003

We ordered a dishwasher to be delivered December 22, 2002. While delivering our dishwasher, (which was broken and a new one had to be delivered the next day)one or both of the delivery men took a ring I had on a ring holder on the sink. I am absolutely 100% positive of this due to the fact that we are new to this area, we had had no one in our home since we moved in. We transferred here the day after Thanksgiving with my husbands company.If I had the slightest doubt it was them I would never have called anyone. I called and notified the store manager and told him I just wanted my ring back and I wouldn't press charges. He told me Conn's had "zero tolerance" with such behavior from employees and I needed to file charges before he could talk to them. He also said they would immediately bring them in after charges were filed and give them a polygraph test.

I filed charges and called him back within the hour, and his entire behavior had changed. He said he would need to call the warehouse manager. After speaking with the warehouse manager I felt like I was the one who did something wrong because I left my ring on my sink. He said since I had no witnesses and no film or video, I couldn't prove it was them,(although no one else had been in my home)and he would like to believe his workers wouldn't steal. I have since then talked to several customer service people, each one promising to return my call with some solution. The police are unable to do anything else because from a legal stand point their hands are tied. They will do a polygraph if me or the company pays for it, which Conn's refuses to do.(although I was told by the store manager that's what they would do.)

I don't feel like I should have to pay for it since I am the consumer and they entered my home to do a job and stole from me. I have talked with risk manager who was very abrupt and said he would need to call me back when he gets all the information he needs. I asked him if he would really call me back because I have been told that many times and no one calls back. He got very rude and said he would call back. It has been a week and I'm still waiting for his call. I filled out the customer satisfaction card I recieved in the mail. When they called asking why I was dissatisfied I told them and he said "okay thank you very much" and hung up. I've called the better business bureau and plan to file a complaint with them. The lady I spoke with there said "with Conn's you need to go to the BBB before they will do anything". I would like for conns to give the 2 men a polygraph test through the police department, so I will know it is legitimate. The ring they took was a 20 year service award my husband recieved from his company.

Ray of Baton Rouge, LA June 19, 2001

On 5/10/01 I purchased a refrigerator from Conn's in Baton Rouge. On 5/21/01 the unit quit working. We contacted there service center and were told someone would be out that day to fix any problems with our recent purchase. 5/24/01 After a phone call they assured me that they would be there today. 5/24/01 6:00 pm Tech shows up, finds problem, has no parts and had to use my multi meter to tell me this. The tech then goes to push the unit back into its spot (he has to come back the next day with the parts) he tore seven hole in the flooring. ( I have been in my brand new house approx. two weeks) 5/25/01 (8:30 am) Called service center and talked to monique and told her what had happened. She said her supervisor would call a.s.a.p.. No call.

5/25/01 (3:50 pm) Called Monique back and she connected me with Mr. Otis. Mr. Otis said they would pay a total of 200.00 for spoiled food. He also said HE would come out on 6/02/01 to take pictures of the floor and call there conractors. I explained that the house was new and I needed to use my contractor so as not to void any warranty with the flooring, he said this wouls not be possible. That evening the tech returned and repaired the unit. One week later it broke. Now I have a new floor thats torn and a new refrierator that does not work and more spoiled food. 6/2/01 am Called to find out when Mr. Otis would be out to see the flooring and was told that he would not be able to come but someone would be out to my house as soon as they could.

An estimator arrived that afternoon. To sum the next week up they did use my contractor to repair the floor they "found it in there hearts" to swap the lemon out with a new refrigerator and a different name brand. All of this was done at there own pace, which was slow and were as rude about it as they could be. I could not get a straight answer from the sales person up to Mr. Roderick (sp?). As of 6/19/01 I still have not recieved my rembursment for my lost foods and insulin. I refuse to spend one more dime in any Conn's store and only want to keep any other person(s) from enduring this.

Delores of Saint Gabriel, LA April 20, 2001

On July 2, 2000, I brought opened a new account with Conn's. The offer was 90 days no interest plus 50.00 discount. My sister brought a refrigerator for 1679.97. I brought a tv for 599.97. I was also required to pay 158.00 as a down payment in addition to the 50.00 discount. I was also charged 29.95 for" free delivery" and 10.95 for installation. My sister informed me that the refrigerator was never installed and asked Conn's to take this off the bill which they refused to do. In delivering the frig, they also broke the tile which they have refused to fix.

HOWEVER, the big problem is that I still owe them over 500 after the following payments 1) 1699.00 2) 200.00 3) 150.00 4)200.00.

I received a letter from an attorney stating that I would be sued if I did not refinance this account. This attorney was located in Texas and not Louisiana. I signed a refinance agreement in March 2000. I was so afraid that I signed it but my sister tells me that this is illegal and may lead to a class action suit against Conn's if they are forcing people to refinance an open account such as a charge card under threat of legal action.

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