We purchased a Gibson Air Conditioner and was told my Mr. Tony Perez, the salesman, that if anything went wrong with this unit that we could return it for an exchange or send it out for repair within the first 30 days after purchase. Within two days the lower knob on this unit broke off when I tried to turn it from air to fan and was not repairable. My husband, who has terminal leuikemia and a heart condition, called repeatedly to Conn's to try to get them to send us another knob.
After being put on hold for more than 45 minutes twice, hung up on twice and then finally to be told outright that they did not replace knobs, my husband finally decided that he would have to drive the two hours back to the store to get a replacement knob by talking directly to the manager, Mr. Darrell Hawkins. My husband took the broken knob into the store from Mr. Darrell Hawkins and he told my husband that if he could get a knob off of one of their floor models that he could have it. My husband tried his best to get one of the knobs, which was evidently "glued" on, off of one of the floor models, but was not able to do so. This evidently please Mr. Hawkins very much as he then just walked away and left my husband standing there. My husband went outside and was very emotional about this and called me and I told him to go back in, call me back on the cell phone and then hand the phone to Mr. Darrell Hawkins. My husband did this and when I got Mr. Hawkins on the phone I tried to explain to him what was going on and he was EXTREMELY RUDE to me and told me that my husband would have to travel two hours back to our home and then travel two hours back again to the store and then leave the whole air conditioner with them for repair.
This was a completely insane request for just a knob and I told Mr. Hawkins that this was unacceptable and that there was nothing wrong with the unit and all we needed was another knob. I also told him that I was going to call thier home office, make a report to the BBB and also to the Attorney Generals Office and he told me that I could do what I wanted that he did not care. He stated that this was my right and I told him that I intended to make these reports no matter what he did or said and he told me again that that was my right. I then asked him why he could not just take the knob from my husband and send it to the service department and have them send us another knob. He stated that he would not do this and then handed the phone back to my husband. I told my husband to call him back and put him back on the phone and he told my husband that he was "finally" going to call the service department to see what they would do. Mr. Hawkins came back and told my husband that he had talked to the service department and that they were intending to mail us a replacement knob within a week or so and Mr. Hawkins did not even bother to keep the defective knob to make sure that other Gibson A/C units did not have this same problem in the future. He simply did not care!
I did contact the BBB in Beaumont, Texas, The Texas Attorney General Office and their home office in Beaumon, Texas. So far I have received a call from a man named Mr. Allen Shepherd and he was as arrogant as the rest of the people in Conn's Mesquite office. I tried to fax him a copy of my letter to his company and he told me he did not have a fax and then he said why didn't I just tell him the problem and I told him I would prefer to be able to send him the letter and let him read about what had happened and he again said that he did not have that kind of time and when I did tell him what had happened he stated, "Well what is your problem?" and at that time I told him that I would no longer to talk to another person like him and explained that I had already filed complaints with the BBB and the Attorney General's office and I would just let them handle the problem if he could not see it. I am now waiting to see what action can be taken by the BBB and the Texas Attorney Generals office.
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