Conn's Complaint - Water Heater Warranty
ORANGE, TEXAS -- On Aug. 13, Monday, our water heater which was purchased in 2002 and warranted from Conn's broke. I contacted Conn's who said they would send someone over to fix the heater. The man came over Wednesday and said the heater was under warranty and we needed a new one. We went to Conn's Friday to pick one out only to find out they did not carry water heaters anymore. One of the sales associates said that we were not even in the system to get a new water heater yet and for the time being there was nothing they could do until they got the paperwork and they would call us. We waited for over a week from that point, almost 2 weeks with no hot water with 3 adults (1 pregnant woman) and 1 child and did not receive any phone call or anything from Conn's. Seeing no resolution from Conn's and desperately needing hot water, we went to a local plumbing company and bought a new hot water heater and had that company install it for $496.
We then wrote a letter to the manager of Conn's explaining our situation, wondering why we were not receiving any customer service and still no water heater after weeks. As far as Conn's is concerned, we still do not have a water heater. The manager of Conn's called and said that we could have a $249 credit at the store that we had to go buy something from Conn's $249 or more (I have a charge account at Conn's and a balance of over $1500 which they would not apply the water heater credit) and then we had to pay for whatever we bought to be delivered so they could come pick up the old water heater. So now they are telling me I have to purchase additional items from Conn's just so they can come pick up their broken water heater which is still under warranty. As of today it has been almost 2 months without any resolve from Conn's.
Every time I try to call they transfer me from person to person, saying there is nothing they can do. The last time we called Conn's (almost 3 weeks ago) the assistant manager said he would order us a new water heater and that they would deliver it and pick up the broken water heater. We should not have to spend additional money in the store and pay a delivery fee for them to come pick up their broken water heater still under warranty. As of today, we still do not have a water heater from Conn's and no one has called us despite numerous phone messages and calls made to the manager at Conn's.
I am extremely frustrated with Conn's because our water heater was still under warranty, but they will not honor the warranty I purchased from them (cost $200!) and every time I call they transfer me from person to person, never resolving the situation.