Conn's Home Plus

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint [Provide details of why you are not satisfied with this resolution.]If it wasnt for the STORE manager Neil, I would of still been waiting on my merchandiseNo one has called and apologized and the response is a generic response Regards,

Thank you for the opportunity to respond to Mrs***’s concerns regarding account # [redacted] Mrs [redacted] stated she begins receiving collection calls the day after her payment is due When the payment is late, we begin call attempts as a reminder to ensure payments will be made timelyIt is a practice for our company to begin call attempts the first day the payment is lateTo prevent the calls Mrs [redacted] has the option to pay on-line, in her local Conn's store, by mail, or over the phone if it is more convenient for her, before her due dateAdditionally, if Mrs***’s pay date has changed, she may benefit from requesting a change of her due date each month; however, the account must be current in order for us to change the due date We ask that Mrs [redacted] contact us if she would find this beneficial According to our records, Mrs***’s account is past due from January 27, Collection efforts will continue until a payment has been made As of March 31, the past due amount on Mrs***’s account is $ We ask that Mrs [redacted] contact us to bring the account current We value Mrs [redacted] as a customer and appreciate her bringing her concerns to our attention Thank you,Cheryle S [redacted]

The bank rebate is internal information that Conn's uses to settle the account It has nothing to do with the outstanding balance on the account The account now has a zero balance and the refund check has been canceled We ask that [redacted] please double check to make sure she has canceled her automatic payments set up through webpay Conn's cannot cancel automatic payments the customer schedules

Thank you for the opportunity to respond [redacted] concerns regarding credit approval [redacted] will receive a letter in the mail within business days letting him know the reason his credit application was declined at this time Many factors go into a credit decision and are explained in this latter If any additional questions arise, we ask [redacted] to contact Conn’s at the number provided on that letterThank you, [redacted]

Revdex.com: This letter is to inform you that Conn's has carried out to my satisfaction the resolution it proposed for my complaint, filed on [redacted] and assigned ID [redacted] Regards,

Thank you for the opportunity to respond to Mr [redacted] ’s concerns regarding his accountMr [redacted] stated he would like us to remove the accumulated interest on his account According to our records, Mr [redacted] signed a 32-month retail installment contract on July 28, That contract also included a 12-month no-interest financing promotion The 12-month no-interest financing promotion expired on July 28, At that time Mr [redacted] lost the promotion and accrued interest on the account because the account balance was not paid in full by the end of the promotion As of January 5, the payoff balance on Mr [redacted] ’s account is $ Please note, the account balance is updated daily If Mr [redacted] would like to pay the balance in full, we ask that he call for an up-to-date payoff quote on the day he plans to pay the account balance in full We value Mr [redacted] as a customer and appreciate him bringing his concerns to our attention Thank you,Cheryle S [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint because Conn's did not offer me any exchange Conn's plans to send out someone from the service department to come to my house and LOOK at the problem Conn's did not make me any offer for an exchangeAn employee fom Conn's is simply coming out to my residence on [redacted] , [redacted] , to look at the scrathed and blemished dinning room furniture, just to look at itWhat good is that doing me as far as resolving the problem? The person woth whom I spoke on [redacted] , [redacted] , did not mention exchanging the damaged furniture with a new one.I am still dissatisfied Regards, [redacted]

Thank you for the opportunity to respond to Mrs. ***’s concerns regarding her account. Mrs. [redacted] stated she provided proof of insurance and signed a new contract; however, it has not been implemented yet. According to our records, Mrs. [redacted] signed a 23-month retail installment... contract on November 1, 2014. This contract included our property insurance. On November 2, 2014 Mrs. [redacted] provided a copy of her homeowner’s insurance and a replacement contract was then processed. The replacement contract has been implemented as of November 2, 2014. Mrs. ***’s minimum monthly payment is $253.15 due on the 6th of each month. The account is current and Mrs. [redacted] will not receive any negative credit marks due to the replacement contract. We value Mrs. [redacted] as a customer and appreciate her bringing her concerns to our attention. If she should have any further questions, she may contact us directly so we may address them.Thank you,Cheryle S [redacted]

Thank you for the opportunity to respond to Mr [redacted] ’ complaintAfter research, we found Mr [redacted] is not the account holder therefore; we are unable to discuss any account information with 3rd partyHowever; Mr [redacted] may have the account holder contact our Customer Service Department at [redacted] for further assistance Kind regards, Dyeisha W [redacted]

Thank you for the opportunity to respond to Mrs***’ complaint Our records show on [redacted] , Mrs [redacted] purchased a GE dishwasher with a 1-year limited manufacturer’s warranty and received delivery on [redacted] in good order We received Mrs***’ complaint and found she contacted our service department on 9/12/stating the washer will not start any cycles Mrs [redacted] service appointment was scheduled by the manufacture on [redacted] ; upon inspection the technician found parts needed to be ordered to complete repairsOur records show parts were scheduled to arrive on [redacted] however; there was a delay receiving the parts from the manufacture to complete repairsOnce all parts were received Mrs [redacted] was scheduled for repair on [redacted] ; the technician installed the parts and tested the dishwasher, the unit tested ok As of [redacted] , we have no further indications of any issues Mrs [redacted] has regarding her dishwasher At this time Mrs***’ dishwasher does not meet the qualifications for an exchange; the unit has been repaired and no further credit is due If we may be of further assistance, Mrs [redacted] may contact us at ###-###-####

Thank you for the opportunity to respond to Mr [redacted] ’s additional commentsTo better assist Mr [redacted] we will need him to provide documents that support his claim regarding the alleged damagesMr [redacted] will also need to provide documents showing he has power of attorney over the propertyOnce we receive the requested information, we will forward all documents to [redacted] for further review regarding his claimIf we may be of further assistance, Mr [redacted] may contact customer service at 1-877-358-Kind regards, Dyeisha W [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint This is in regards to my case # [redacted] Conns again has screwed up my service scheduled for today [redacted] ***, Once again I was left waiting for someone to call and come fix my messed up furniture!!!! The lady at the service department that called me last week told me they would have someone come out and fix my furniture on [redacted] and that the technicians would call me to set a timeWe have waited all day for this tech to come to my house its 3:pm my time and NO ONE has called so I called Conns service department and spoke to [redacted] He said he sees that on his side and he would call to see what the holdup is, he came back on the phone and said he spoke to [redacted] at the Headquarters and that they messed up the service is not until [redacted] ***That they don’t know why they keep messing up with my service dates Really AGAIN waiting at home for no one to show up!!! Please just have Conns come by and pick up their furniture I am done with this incompetent furniture store I have been sitting at home waiting for the service tech to come by because I was told Monday [redacted] 9th and this the wrong date AGAIN Waste of day just waiting for nothing Please I am done being nice I want nothing to do with this store and their piece of crap furniture they sell Regards,

Thank you for the opportunity to respond to Mr [redacted] ’s complaintOur records show on 2/11/15, Mr [redacted] purchased the [redacted] sofa and loveseat, the [redacted] [redacted] Loft Media console and Hutch and a 65” LG Smart televisionMr [redacted] signed his invoice acknowledging that he received a copy of Conn’s Return and Exchange Policy which states to read over the terms and condition regarding returns/exchanges We received Mr [redacted] ’s complaint and found his media console and hutch was delivered on 2/19/however; the remaining items purchased were delivered on 2/22/Our records show Mrs [redacted] contacted our customer service department the same day stating she was not happy with the lack of communication regarding the return/exchange policy and was never told she could not return furniture We have no record that Mrs [redacted] was instructed to return the console to the store At Mrs [redacted] ’s request, we provided her another copy of Conn’s Return and Exchange Policy as well as a copy of Mr [redacted] ’s signed invoice At this time we are unable to honor Mr [redacted] ’ request to return or exchange his console; Conn’s has a No Return or Exchange Policy on all furnitureMr [redacted] was provided a copy of Conn’s Return or Exchange Policy at the time of purchase We have included a copy of Mr [redacted] ’s signed invoice and Conn’s Return and Exchange Policy with our response If we may be of further assistance, Mr [redacted] may contact customer service at [redacted] Kind regards, Dyeisha W [redacted]

Thank you for the opportunity to respond to [redacted] ’s additional commentsOur records show [redacted] contacted our service department on three separate occasions for service on sofa and loveseat and once regarding her side chairs however; one service appointment for the sofa and loveseat was cancelled due to [redacted] was not home during the service appointment We apologize for the miscommunication regarding the number of chairs [redacted] called for service; we show four chairs were reported to service stating the legs were wobbly and loose [redacted] is currently scheduled to have a technician assess her sofa, loveseat and four chairs on [redacted] as requested Once the serviceman inspects all merchandise, we can determine if parts are needed to complete repairs if covered under the Terms and Conditions or if an exchange is requiredHowever; at this time [redacted] ’s sofa, loveseat and chairs does not meet the qualifications for an exchange, we will continue with any necessary repairs If we may be of further assistance, [redacted] may contact customer service at [redacted] Kind regards, [redacted]

Thank you for the opportunity to respond to Mrs [redacted] ’s concerns regarding account # [redacted] Mrs [redacted] stated we attempted to process a payment from her checking account According to our records, the account belongs to [redacted] The last payment posted to Mr [redacted] ’s account was on September 5, There have been no additional payments processed on the account since September We have attached a copy of the payment history for Mr [redacted] ’s account for his records We value Mr [redacted] as a customer and appreciate Mrs [redacted] bringing her concerns to our attention Thank you,Cheryle S [redacted]

Thank you for the opportunity to respond to Mrs. [redacted] ’s complaint. Mrs. [redacted] was contact [redacted] by phone as request [redacted] through the RevDex.com. Mrs. [redacted] express [redacted] her concerns and provid [redacted] the two estimates that had been forward [redacted] to Home Delivery Link. We do understand... Mr. and Mrs. [redacted] ’s frustration and typically this type of issue is address in a timelier manner. Bas [redacted] on the information we were provid [redacted] the claim was originally deni [redacted] because the damage found was not consistent with damage normally cause by this type of delivery. Although we do not show the deliverymen conc [redacted] that they caus [redacted] the damage, the third party delivery company did request two estimates. Both estimates provid [redacted] by Mrs. [redacted] show they would be able to replace the flooring with like product in the entry, living room, dining room and kitchen. Until this point Mr. and Mrs. [redacted] ’s damage claim was being handl [redacted] by our third party partners. Due to the delay [redacted] processing Conn's has submitt [redacted] the damage claim to our insurance company to handle. The claim was submitt [redacted] to them today and can take up to 24 hours for an adjuster to be assign**. I have provid [redacted] the insurance companies information below. Once an adjuster has been assign [redacted] Mr. and Mrs. [redacted] will be provid [redacted] the adjusters name and contact information. [redacted] Loss No. [redacted] Sincerely, [redacted] ***

Thank you for the opportunity to respond to [redacted] s complaint We received [redacted] s complaint and found on */300505/[redacted] however; he extended covera [redacted] on his washer with [redacted] Prior to [redacted] s first service call received on **4/14; upon inspection the technician checked the washer through each cycle and no problems were foundOn **30/14, another [redacted] representative contacted our service department on behalf of [redacted] regarding his washer stating the unit was not spinningA service appointment was scheduled for */05/14; during the inspection the technician found parts were needed for repairsOnce we received the parts, [redacted] was scheduled for repairs on **/14/14; the technician replaced the drum ASM rear tub and ASM motor and the unit tested okOn **11/14; we received another call from [redacted] regarding [redacted] s washer stating the unit was not drainingA service appointment was scheduled for */1*/14; during inspection [redacted] contacted [redacted] for assistance with repairs and they recommended [redacted] run sanitized cycles and vinegar more often for repairConn’s service technician was unable to resolve the reported issue based on the manufacture’s recommendations and informed [redacted] to contact [redacted] for further repair needs In regards to [redacted] s complaint regarding his stools, our records show on */18/13; he purchased the [redacted] table top and base and four [redacted] stools each with a 48-month [redacted] On *05/14; upon inspection the serviceman found nicks and scratches all over stools with areas fading from useThe serviceman offered to fill and touch up all stools to repair however; [redacted] declined service and requested an exchan** [redacted] was informed that service would need to continue under the Terms and Condition of the [redacted] On */18/14, [redacted] contacted our service department again regarding the same issue with all stoolsA service appointment was scheduled for **/04/14; upon inspection the serviceman found the finish flaking off the sides and tops of the stools The serviceman also notated that a small dog chewed the stretcher bars and he explained that he was unable to sand down and refinish the stoolsBased on the serviceman’s finding and photos provided, the reported dama**s are not covered under the Terms and Condition of the [redacted] Plan; please refer to Section (15) What Is Not Covered Our records show on *04/On ***0/14, we submitted a request to refund the pro-rated amount of $145.*to his [redacted] account At this time we are unable to honor [redacted] s request for an exchan [redacted] on his stools or due to the reported dama**s are not covered by the [redacted] may contact [redacted] at ###-###-#### for any further repair needsWe have included supporting documents with our response If we may be of further assistance, [redacted] may contact us at ###-###-#### Sincerely, [redacted]

Thank you for the opportunity to respond to [redacted] ***’ complaintOur records show on [redacted] , [redacted] purchased the [redacted] bedroom set, [redacted] Queen mattress and [redacted] Queen foundation [redacted] merchandise was originally scheduled for delivery on [redacted] however; the furniture was damaged during transit and was re-scheduled for [redacted] Our records show *** [redacted] received all her products in good order on [redacted] After further review and research, we do show [redacted] was offered a $ [redacted] gift card for her inconvenience and the delay in deliveryOur records show we mailed [redacted] gift cards on [redacted] however; we have confirmed that the gift cards has not been usedConn’s has agreed to concession [redacted] ***’ account for $ [redacted] in lieu of receiving the gift cards; please allow 7-business days for processingWe sincerely apologize for any inconvenience [redacted] experienced during this process If we may be of further assistance, [redacted] may contact customer service at [redacted] Kind regards, [redacted]

Thank you for the opportunity to respond to *** [redacted] ’s complaintOur records show on [redacted] , [redacted] purchased two [redacted] twin XL mattress, a [redacted] adjustable base and received a free 32” [redacted] with her qualified purchased [redacted] products was delivered and received in good order on [redacted] After researching [redacted] ’s complaint, we found the second adjustable base was not added to her original invoice/contract Due to the error [redacted] was contacted and informed she would need return to the store in order for the representative to manually add the second adjustable base on her contractOur records show on [redacted] , [redacted] signed a new invoice and contract acknowledging she was aware of the additional item and price of the adjustable base that was manually added to her contract; we have no record that [redacted] was offered any additional compensation towards the purchaseWe show [redacted] new adjustable base was delivered and received in good order on [redacted] At this time we are unable to honor [redacted] ’s request; [redacted] signed a new contract and invoice which provides details regarding total amount that would be added to her new contract We have included a copy of [redacted] ’s amended contract and invoice with our response If we may be of further assistance, [redacted] may contact customer service at [redacted] .Kind regards, [redacted]

Thank you again for the opportunity to respond to ***’s concerns regarding his account On [redacted] **, [redacted] ** [redacted] called our automated system and obtained a payoff balance of $ On [redacted] **, [redacted] ** [redacted] made a payment of $ This left an outstanding balance of $remaining on the account ** [redacted] called out automated system again on [redacted] **, [redacted] and [redacted] **, [redacted] and was notified both times that there was an outstanding balance of $remaining on the account ** [redacted] called the automated system once more on [redacted] *, [redacted] and received a payoff quote of $because the account had begun to accrue interest ** [redacted] financed a total of $This included $for the product and $for property insuranceHe paid $ The insurance would have been prorated if he paid the account off with in the 12-month promotion; however he shorted the quoted payoff by $ ** [redacted] called the automated system on several occasions after he submitted the payment for $and was aware there was still an outstanding balance on the account ** [redacted] stated he faxed in a copy of his homeowner’s insurance on two different occasions; however, we have not received proof of insurance We are unable to process ** ***’s request to reinstate the no-interest financing because the account balance was not paid in full before the end of the 12-month no-interest financing promotion