Conn's Home Plus

This is an official complaint on the service that we are receiving with your Conn's Appliance Warranty. On July 15th our LG Refrigerator, entire unit quit working. We found water all over our kitchen floor, Friday, July 16th and had to throw out most of the contents from both top and freezer.
My husband, Hilario (Larry) Gonzales called Conns at 8:00 AM on Friday July 16th at [protected] provided the Serial Number of the refrigerator and was provided a work order by Lydia located at your San Antonio location, Work Order 2026251. She said that she would try to get someone out the next day which was Saturday. To look for an email or we would be called or texted. She said that they would make sure someone was out to repair the unit within 48 hours. This did not occur.
My husband called again on Monday, July 19th at 8:00 and was given an expedited ticket 1221964. He as told at this point that it would be an additional 48 - 72 hours for a scheduled repair.
We received a text and an email at 12:31 PM, today, 07/20/21. confirming an appointment for Thursday, July 22 between 10:00 AM - 2:00 PM. Then at 3:40 we were called by A&E stating that we needed to reschedule our appointment. I missed the call but immediately called them back and ended getting a recording but requested a call back. I was called back at 3:58 PM. I was told that the technician already had an appointment at our scheduled time and that I needed to reschedule. I asked why we had to reschedule and not the other client but was not responded to but told that I could confirm an appointment for Friday, July 23 from 1:00 - 5:00. I was asked if I wanted to confirm that appointment and I stated I guess I did not have a choice. That would put us out a week without a refrigerator.
My 102-year-old mother is extremely ill, and I need to have a refrigerator to be able to care for her properly and my husband is diabetic and needs to keep his medicine refrigerated. I know my husband stated that initially that they said they did not have a service representative in Lubbock so they would have to have someone come in, but this is really a hardship on our family. I asked that if there are any openings where A&E can come earlier that we be put in that slot.
Then I was told that we were elite customers, so they wanted to set up a special call to talk about our HVAC and insulation. I told them we were not interested just needed our refrigerator repaired or replaced as soon as possible. After being forced out of our original appointment and not having a service person show up after the proclaimed 48 hours, was not feeling like an elite customer, but rather taken advantage of.
We feel that there has been a gross misrepresentation of what you would do for us. We feel we made an investment in buying from you and would have gone back, but with the recent events, feel you have lost us as a customer, and we will make sure to warn others that what you promise is not what you do. You will not get any referrals or future business from us from our friends, family, and acquaintances once we share this experience and will ask they warn others as well so they are not put in the same situation that you have put us.

Betty Gonzales
5411 100th St
Lubbock, TX 79424
Cell: [protected]