Complaints

This profile includes complaints for Conway Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Conway Corporation

  650 Locust Ave Conway, AR 72034

  
• 

  Conway Corporation

  PO Box 99 Conway, AR 72033-0099

  
• 

  Conway Corporation

  1307 Prairie St Conway, AR 72034-5344

  

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:07/01/2025

  Type:Service or Repair 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.

  Ok earlier this year,they shut our power off 3 times in 2 weeks saying we had an overdue bill......the last time I went down to their offices,and asked to be told exactly what it's says in their system we owed because it said one amount online,a different one on an e bill,and another completely different # on the paper bill we finally got, and she says actually your balance is zeroed out......then when I asked for a complete print out of our transaction history.....uo turns out it's not zeroed out THEY ARE 600 SOME ODD DOLLARS AHEAD ?!?! BUT THEY DIDNT BOTHER DEDUCTING ANY OF THE SHUT OFF OR BACK ON FEES THEY HAD WRONGFULLY BILLED US FOR .....NOW we do currently owe 180 ish dollars on last month's bill that I was supposed to have had a ride down to go pay yesterday but they never showed up,I have a different ride comming this morning but they shut off our power again,called them again and asked if they could just turn it back on for an hour or so till i get ther to pay because my wife has insulin that if it is refrigerated (it is) and gets back above a certain temp it goes bad,could they please just gimme time to come pay them,I get talked Rude to by ******* an account manager then hung up on. They charge out the ***,are extreamly unprofessional, and it's starting to really seem like they shake people down for them reconnect fees especially from what I'm starting to hear anyone who ***** is helping pay the bill for ! I've talked to several other elderly folks around here and they've had like wise experiences .

  Business Response

  Date: 07/14/2025

  Thank you for the opportunity to respond to this customer’s concerns. At Conway Corp, we value every customer and strive to treat all interactions with fairness, clarity, and respect. We regret that this customer feels dissatisfied and appreciate the chance to clarify the situation.
  

  Account and Billing History: The customer’s power was disconnected on July 1, 2025, due to a past-due balance of $476.37. This total included prior bills, late fees, and standard reconnection-related charges in accordance with our posted service policies. The customer paid this amount, and service was restored.
  

  A new bill was issued on July 7 for $393.43, which has a due date of July 27, 2025. There were no additional disconnections after July 1, and the customer’s service is currently active.
  

  The customer referenced receiving differing balance amounts across online, paper, and e-bill formats. These differences reflect real-time account updates, including late fees and payments made after previous bills were generated. Our system accurately reflects account activity based on billing cycle timing.
  

  Contrary to the customer’s belief, they have never had a credit balance of $600. Our transaction records confirm this. If a customer requests a transaction history, we are happy to provide one to promote transparency and understanding.
  

  Interaction With Staff: The customer alleges being treated rudely and hung up on during a recent call. The call with our account manager was reviewed following the complaint. The review confirmed that our representative remained professional, but the call was ended due to profanity and abusive language from the customer. A follow-up attempt was made by another staff member, who also experienced abusive language, and the customer then disconnected the call. We understand the stress that utility concerns can cause, especially with health-related needs. However, for the safety and respect of our employees, Conway Corp maintains a zero-tolerance policy for abusive language or behavior toward staff.

  Additionally, we are unable to temporarily restore power without payment once service has been disconnected, regardless of circumstances. This is a uniform policy designed to ensure fairness and security for all customers.
  

  Final Notes:
  The customer’s account is current and active.
  The current bill of $393.43 is due July 27, 2025.
  

  We remain willing to assist the customer, answer questions about their account, and provide documentation upon request. We are committed to supporting our community and resolving concerns respectfully and based on accurate account information. We welcome continued communication provided it remains courteous and constructive.

• Initial Complaint

  Date:06/23/2025

  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.

  Conway Corp restricted me from using a debit card or bank account to pay my bill, claiming I made 2 fraudulent payments on May 28 and May 30th. I spoke with ******* and asked him what bank these transactions were processed from and he refused to provide me any information, even after I explained to him that my account had been hacked and had to change my password as a result. I also explained that I had recently made a payment with my debit card which was successful, and he totally ignored all of this and was basically being accusatory. He was very unprofessional and condescending and did not show any empathy at all.

  Business Response

  Date: 06/24/2025

  Thank you for the opportunity to respond to this customer’s concerns. At Conway Corp, we value all of our customers and are committed to providing service that is both respectful and solution-focused.
  

  We understand the customer’s frustration and regret that their interaction with our representative did not meet expectations. While the representative did attempt to explain the situation, we recognize that the conversation could have been clearer and more helpful. We are reviewing that call to ensure appropriate coaching and follow-up.

  Regarding the account status: Our records show that two payments made on May 28 and May 30 were returned by the bank as unauthorized. When this occurs, our system automatically flags the account and restricts certain payment methods for security purposes. This is not a punitive measure but a standard protocol intended to prevent further issues until the situation is clarified.
  

  During the call, the customer indicated that their account may have been compromised. Our representative explained that if the customer can provide official documentation from their bank confirming that the returned payments were due to fraud or circumstances outside their control, we will be happy to:
  - Remove the “cash only” status,
  - Refund the associated returned payment fees, and
  - Restore their full payment options.

  In an effort to support the customer through this process, we also extended their payment due date until June 27 to allow time for the bank investigation to be completed without risk of service interruption.
  

  However, we are unable to remove the account restrictions or issue refunds based solely on a verbal report. We must receive documentation from the customer’s bank confirming the nature of the returned payments. If that documentation is not received, the account will remain on cash-only status for 12 months, per our standard policy for returned payments.

  We are ready to work with the customer directly and encourage them to share any documentation from their bank at their earliest convenience. Our goal is to resolve this matter quickly and fairly.

  
  

  Customer Answer

  Date: 06/26/2025

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

   

  While I do appreciate them extending my due date, ConwayCorp could have done more to try and help. If they look at my track record, they would see that this has never happened before on my account. They could have called me when these transactions happened and they would have known that I did not make those transactions and could have tried to assist me. They would want the same thing if there was a suspicious transaction on their account too. As a consumer,  an account alert would have been extremely helpful.
  
  Sincerely,
  
  
  
  ****** *********

  Business Response

  Date: 06/26/2025

  Thank you again for taking the time to share your concerns. We truly appreciate your long-standing history with Conway Corp and understand how frustrating this experience has been for you.
  

  We’d like to clarify a few key details to help ensure a complete understanding of the situation:
  - Our records indicate that this was the third returned payment on your account, with a previous instance in January.
  - We did send an email notification on May 28 informing you of the returned transaction and the associated impact on your account.
  - We certainly understand how easy it can be to miss an email or forget a previous occurrence, and we do not take these matters lightly. However, as a safeguard for all customers, our system automatically limits payment methods after multiple returned transactions to help prevent potential fraud or financial loss.
  

  That said, we remain committed to working with you to resolve this matter. If you can provide documentation from your bank confirming that the returned payments were unauthorized or part of a fraud issue, we will gladly:
  - Remove the cash-only status
  - Refund the associated fees
  - Restore your full payment privileges
  

  We’ve also extended your due date to June 27 to allow you time to complete the necessary steps with your bank without disruption to your service.
  

  Thank you for your understanding, and we hope to hear from you soon with any supporting documentation. Please don’t hesitate to contact us directly if you have further questions or need assistance.

  Customer Answer

  Date: 06/30/2025

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

   

  Conway Corp is not being honest. That safegiard is for them, and not the consumer. Secondly, why do I need to get documentation from a bank that I don't even do business with? Third, why didn't they call me to verify if I had made those transactions? If something was suspicious, wouldn't it be a good idea to call the customer and verify it? Seems to me they didn't do that, nor did they even research the account to see which account was regularly used. 

  Lastly, why is the debit card option blocked when the last successful transaction was made using a debit card? That, and the fact that this was regarding a bank account that was used on my account without my knowledge. I should at least have the option ofnusing my debit card. If they could at least allow me that much and let me use my debit card, I can pay it today.

  The track record speaks for itself. The same way people have believed them, they should believe me.

  
  
  
  Sincerely,
  
  
  
  ****** *********