Conn's Home Plus

Thank you for the opportunity to respond to Mrs. [redacted] ’s complaint. Our records show on 10/03/13, Mr. [redacted] purchased a [redacted] side-by-side refrigerator with a 48-month... Repair Service Agreement Plan. We reviewed Mrs. [redacted] ’s complaint and found on 2/11/15; Mr. [redacted] was approved for an exchange on his refrigerator due to excessive repairs under the Terms and Conditions of the Repair Service Agreement. We no longer had the same refrigerator Mr. [redacted] purchased therefore; he received an in-store credit in the amount of $1079.99 (which is the original amount paid) to re-select a different refrigerator. On 2/19/15; Mr. [redacted] re-selected a [redacted] French Door refrigerator for $1899.99 and elected to purchase additional coverage for $399.99 which was financed on a separate account. Our records show Mr. [redacted] contacted our customer service department requesting a refund in lieu of an exchange due to Conn’s delivery team was unable to deliver his new refrigerator to his satisfaction on three separate occasions (2/26/15, 3/13/15 and 3/14/15). We show there was a delay processing the refund to Mr. [redacted] ’s account due to miscommunication regarding if he wanted to proceed with delivery of a new unit or have the credit refunded to his account. On 3/23/15; Mrs. [redacted] contacted our customer service department to express her dissatisfaction with the exchange process and requested the credit to be applied towards the account therefore; we submitted a request to issue a credit of $1169.09 to Mr. [redacted] ’s account. We show on the same day (3/23/15) Mr. [redacted] contacted us stating he no longer wanted the credit applied to his account and requested to continue with service on his refrigerator. Our records show on 3/28/15, we cancelled Mr. [redacted] ’s invoice for the [redacted] French Door refrigerator and additional warranty; no account has been created for the exchange that was initiated. Although Mr. [redacted] requested the credit to no longer be applied to his account, we show on 3/30/15 a credit of $1169.09 was credited to his account which closed the account. We spoke to Mrs. [redacted] on 3/31/15; during conversation she stated they no longer wanted to receive the refund because they invested more into the refrigerator than the credit given. Mrs. [redacted] also stated that a technician did come out to service their refrigerator however; they are still having issues with the unit. We have submitted a request to our Accounting Department to reverse the credit of $1169.09 on Mr. [redacted] ’s account because they are requesting to continue with service instead of receiving an exchange or refund. Once the credit is applied back on Mr. [redacted] ’s account, he will be responsible for the remaining balance. We sincerely apologize for any inconvenience Mr. and Mrs. [redacted] experienced during this process. If we may be of further assistance, Mrs. [redacted] may contact customer service at 1-877-358-1252. Kind regards, Dyeisha W [redacted]

Thank you for the opportunity to respond to Mr. [redacted] ’s compliant. We received Mr. [redacted] ’s compliant and found that his issue has been addressed by the... district manager. Conn’s has agreed to honor Mr. [redacted] ’s request and will refund his original delivery fee of $79.99 to his GE account due to the delivery delay. We appreciate Mr. [redacted] for bringing this matter to our attention and will address this issue with all parties involved to continue improving the communication between our store locations and delivery team. We sincerely apologize for any inconvenience Mr. [redacted] experienced during this process. If we may be of further assistance, Mr. [redacted] may contact customer service at 1-877-358-1252. Kind regards, Dyeisha W [redacted]

Thank you for the opportunity to respond to [redacted] complaintOur records show on 5/19/13, [redacted] purchased the S [redacted] mattress with a 48-month FurnitureGard Plan We reviewed [redacted] complaint and found she contacted our service department on 5/13/ stating her mattress was sinking in and bulging out to the sideA service appointment was originally scheduled for 6/13/however due to scheduling conflicts [redacted] appointment was re-scheduled for 6/27/During the inspection the serviceman found a ½” body impression and several stains throughout the mattress [redacted] was contacted by our Furniture Claim specialist and advised that based on the serviceman’s finding and the photos provided during inspection; the mattress displays signs of stains on the same side the bulging appears [redacted] was also informed that her mattress only has a 1/2” body impression which does not meet the qualification for an exchange under the Terms and Conditions of the manufacturer’s warranty or the FurnitureGard Plan At this time we are unable to honor [redacted] request for an exchange; her mattress does not meet the qualification based on the serviceman’s findings and photos provided We have included a copy of Sealy Warranty with our response If we may be of further assistance, [redacted] may contact our customer service department at [redacted] Kind regards,Dyeisha W [redacted] Read More Customer Complaints: > >> $(function () { $('.complaint-block a[data-toggle=collapse]').click(function () { $(this).text($(this).text() == $(this).attr('data-close-text') ? $(this).attr('data-open-text') : $(this).attr('data-close-text')); }); $('.complaint-block .collapse').collapse({ toggle: }); $.each($('.complaint-block a[data-toggle=collapse]'), function (index, value) { $(value).text($(value).attr('data-close-text')); }) });

Thank you for the opportunity to respond to [redacted] concerns regarding her accounts [redacted] stated her accounts were supposed to be combined; however, this process has not been completed yet According to our records, we received incomplete paperwork and the cash-option letter was not filled out correctly We emailed [redacted] a new form to fill out and send back through our docusign method, and we have not received it back as of April 17, Once we the documents are returned to us, we will proceed with the combining of [redacted] accounts We value [redacted] as a customer and appreciate her bringing her concerns to our attention Thank you, [redacted]

Thank you for the opportunity to respond to [redacted] complaint. Our records show on 1/31/14, [redacted] purchased a [redacted] 60” Smart TV with a 49-month Repair Service Agreement/Accidental Plan, [redacted] 3D [redacted] Home Theatre with a 1-year limited manufacturer’s warranty (which expired on... 1/31/15), X-Large tilting mount, fiber optical cables, Conn’s television and home theatre installation service totaling $3767.03. [redacted] elected to pickup her product from our Conn’s located in Conroe, TX. [redacted] signed her invoice acknowledging she received a copy of the RSA/Accidental Plan and that she understood the coverage associated with the product listed. As listed on both the invoice and contract [redacted] received at the time of purchase; the length of term, expiration date and price is displayed below the model number ( [redacted] ) for the item that is covered under the RSA/Accidental Plan As shown on both the invoice and contract, [redacted] only purchased a 49-month RSA/Accidental Damage Plan on her television which expires on 2/28/18 for $419.99. In regards to [redacted] complaint regarding her television and home theatre installation that was completed on 2/1/14; we have no records showing [redacted] contacted us regarding any issue with her installation service prior to receiving her complaint. We show [redacted] contacted our service department on 4/25/15 (after the manufacturer’s warranty expired) stating the HTIB was not connecting or powering on however; we were unable to continue with repairs due to the warranty expired on 1/31/15. At this time we are unable to honor [redacted] request; her signed invoice and contract indicates that she was aware of the coverage for the product listed. We have included supporting documents with our response. If we may be of further assistance, [redacted] may contact Customer Service at [redacted] . Kind regards, Dyeisha W [redacted]

Our records show [redacted] service appointment was rescheduled from [redacted] to [redacted] due to unforeseen circumstances Upon inspection on [redacted] and the serviceman report indicates the outside back material was caught in the mechanism causing a tearTherefore, a part request was submitted to the manufacture for a new mechanism and outside back cover We attempted to contact [redacted] to discuss her concerns However, we were unable to reach her at that time As a goodwill gesture Conn’s has agreed to exchange the sofa that is currently available [redacted] will need to contact her nearest Conn’s location to schedule delivery Kind regards, [redacted] ***

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me Sent: Monday, April 20, 3:PM To: drteam Subject: Re: Complaint case- [redacted] Conn's has still displayed an array of poor customer serviceOur bed is still in poor shape due to the lack of supportConn's did not perceive to be this way in the beginning of our dealings with themAfter making payment arrangements with Conn's in the month of January, we were told we did not have to make a payment to them until march because of the issues we were having with a bedWe started receiving calls to pay our bill shortly after that in the february and had to catch things back up in MarchThis issue is in an addition to the issues with our bed that still lingers to this dayThe bigger issue is the fact that I responded to this thread initially and there's no receipt of me doing soI understand that this is a somewhat different situation than the usual but I would love for it to be honoredI would like to just reopen the complaint to accept Conn's offerThanks

Thank you for the opportunity to respond to Mr [redacted] ’s complaint Our records show on 12/14/14, Mr [redacted] purchased a [redacted] dishwasher with a limited 1-year manufacturer warranty; Mr [redacted] declined to purchase any additional RSA coverage on his dishwasher Mr [redacted] elected to pick up his dishwasher from the local warehouse located in [redacted] ** We researched Mr [redacted] ’s contacted our service department on three separate occasions · On 12/20/Mr [redacted] contacted us; stating the dishwasher would not turn on and the power button was flashing A service call was scheduled; during the inspection found three parts needed to be replaced The technician ordered the parts on 1/02/and all parts became available on 1/28/ On 1/29/15, the technician completed Mr [redacted] ’s repair; the technician replaced and installed a new striker latch, kit-serv machine control, and latch tub side · On 2/18/Mr [redacted] contacted us; stating the dishwasher would not turn on We show Mr [redacted] was scheduled for service on 2/25/15; however at his request his appointment was re-scheduled to 3/02/ During the inspection the technician found the top of Mr [redacted] ’s cabinet was concaved and the door would not latch The technician straightened it out and the door was able to latch properly · On 3/03/Mr [redacted] ’s information was submitted over to the manufacturer for a repair review for a possible exchange; however the manufacturer rejected our claim due to the unit not meeting the qualifications for an exchange under the terms and conditions of the manufacturer warranty and to proceed with service At this time Mr [redacted] ’s dishwasher does not meet the qualifications for an exchange Although, we are unable to honor Mr [redacted] ’s request; we will continue with service The technician has ordered the parts needed and once parts are available we will contact Mr [redacted] to schedule an appointment to complete repairs If we may be of further assistance, Mr [redacted] may contact our Customer Service Department at [redacted] King regards, Kathryn J [redacted] Customer Relations [redacted] [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 As you can see by [redacted] response, all they do is say they are unable to reinstate the cash option, even after I clearly said I will be paying the full amount this weekThis is a prime example of this companies robotic treatment of customer concerns and escalationsThey do not careThere is no personal touch to their customer service and there is no offer for alternative methods of resolving an issue.From the beginning, it's always been "I'm sorry but we are unable to.." As a response for everything from missed deliveries, to defective equipment, to price adjustmentsThat's always their first responseIf you want to get anywhere with this company, I've learned that it takes exhaustive amounts of persistence before anyone cares enough to actually do somethingWhile I don't have the time or energy to continue calling as I usually would, I will not mark this complaint as resolved until someone from [redacted] actually at least pretends to careAs stated before, the full amount will be paid this week and [redacted] will no longer receive business from meI understand that [redacted] is unwilling to reinstate the cash option Regards,

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.] In my numerous conversations with management at Conns, Jancee S [redacted] District Manager, I was told that I was covered for replacement Never is "repair" mentioned (see attached email from her below):=========================================================================...⇄ S [redacted] [redacted] Mar at 5:PMTo [redacted] Message body [redacted] I'm sorry to hear we haven't started your property claim processThe form we emailed to you last week is the form you need fill out to get things goingI noticed you had the service department outThey are not the department that will be able to assist youYou will need to work with our insurance departmentInsurance Fax Number: [redacted] Insurance Email: [redacted] Customers may contact the Conn’s Insurance Department at [redacted] You are fully covered under our property coverage for theft, fire and floodThe process does take 2-weeks Once you fill out the forms and send in the proper information they can get the process startedIn the mean time you will need to keep your account current and up to dateI am out of the office until Friday but I wanted to make sure you knew I saw your emailIf you'd like I can call you thenAgain I apologize for any miscommunication and I know the waiting is not ideal but I am very glad you are covered so you don't have to spend any money out of pocket on a new setThank you,Jancee======================================================================...⇄ [redacted] also told me that I should not have had to go this route in getting a technician sent, and that I had gone to the wrong department Everyone kept telling me I was in the wrong department Here I am entering my 5th week of trying to get this matter resolved, and no where even close.I called the [redacted] and explained to the woman who answered my issue and she transferred me to Customer Service Customer Service said that I needed to speak with the Insurance Dept., the Insurance Deptthen said I needed to speak with someone in Service Warranty, Service Warranty said I needed to speak to Property Claim Damage, Property Claim Damage Dept, said I needed to speak with Fire, Theft and Floods dept, Fire, Theft and Floods department said I needed to speak to Risk Management I have also called several different Conns stores inquiring about how their property insurance works They have all said the same thing - I am covered for replacement Never once is the word "repair" used So they are telling the consumers one thing, and once a claim is filed, it's a totally different story The technician that came to my apartment said that his only job was to come to the apartment and take picturesHe specified that he was not making a report, it was up to his boss to determine I asked the technician what he thought he would do if these units were his He said "he would get rid of them, they're not safe" Need I say more? I would not feel safe in getting these repaired These are only months old.....and I shouldn't have to worry about such things The Maintenance Supervisor for my apartment building said that there is no way there was lint build up In fact, the technician said that the dryer was clean, and in his experience, he has seen lots of dryer that are filled with lent and can't understand how they didn't catch fire When I heard about the report, I called the technician because I had his number when he called to confirm coming to see the units The report indicates it was his theory that the fire started from the wall (which was opposite of where the dryer is located) I asked how he felt the fire came from the wall, when the dryer was on, and it would be the dryer to cause the heat.....how could he assume the fire started from the wall" His response was "hmmm, that's a good one, I didn't think of that" Seriously?The amount of time and effort it has taken me to work on this claim is unfathomable My stress levels are at a ridiculous amount I've had to take time away from work, I've had to take numerous lengthy conversations during work all with no resolve I'm not asking for anything that wasn't quoted to me when I purchased the insurance - which was replacement of the units in case of fire, theft, flood The bottom line is that the dryer caught fire - which cause both units to become inoperableThey are now considered a hazard If I'm fully covered as the email from [redacted] indicates, what more needs to be said.I want either full replacement or all of the money I have spent on these units that I'm still paying for 3/28/ Complaint This company misleads you into thinking that they are offering a "PAYOFF" for you accountJust last month I "Paid OFF" the "PAY OFF" amount on my accountThinking that this was an actual pay off close account never to deal with CONNs againOn 2/24/I paid and then called customer service to confirm that my payment showed in the systemI also advised the agent that I "PAID OFF" my balance and would like to know that I would be getting a closed account letter in the mailThe agent verified and stated yes she had seen my payment and that I would get a "PAY OFF" letter in the mail to confirm the closed accountShe never once mentioned anything else on that call nothingabout a remaining balance or to even go over my account!! Today I went onsite because I have yet to receive my pay off confirmation letter and seen there was still a balance left scheduled to be paid Jan 14, 2017!?? WHAT IN THE WORLD HAPPENED? IF THE ACCOUNT SAYS PAY OFF IM TAKING THAT AS PAY OFF TO CLOSE AND be DONE WITH MY ACCOUNTWhy would you set up something like that and then show a balance after the PAY OFF was paid?? FRAUD FRAUD FRAUD!!! I will be also submitting a complaint to the Attorneys General office as wellI want an explanationThe agent confirmed MY PAY OFFI WANT CONNS TO HONOR MY PAY OFF AND CLOSE MY ACCOUNT! Desired Resolution FIX IT! CLOSE IT! MY ACCOUNT IS PAID OFFSEND ME MY PAY OFF LETTER! Consumer Business Dialog

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.] Regards, I feel like I was cheated because the Salesman [redacted] , told me whatever item(s) I choose to purchase was 0 interest for 12 months. Had I known I had a certain type or amount of merchandise I could choose from, I would have just got the Television because that was all I wanted to purchase until I found out anything I wanted was interest-free.

Thank you for the opportunity to respond to [redacted] concerns regarding account # [redacted] [redacted] stated she does not agree with her outstanding balance According to our records, [redacted] signed a 30-month retail installment contract on [redacted] 6, She received an invoice credit for the TV stand in the amount of $on [redacted] 24, [redacted] also faxed over proof of insurance and received credit of $for canceling the property insurance on [redacted] 7, Conn’s does not use simple interest calculations to calculate interest Conn’s uses the rule of when calculating interest The current payoff on the account as of [redacted] 21, is $ If [redacted] would like to pay the balance in full, we ask that she call the day she plans to submit the payment for an up-to-date payoff quote We value [redacted] as a customer and appreciate her bringing this matter to our attention Thank you, [redacted]

Thank you again for the opportunity to respond to Mrs [redacted] 's concerns regarding her account We have attached a copy of the contract signed by Mrs [redacted] as well as the payment history As of March 23, the payoff balance on the account is $3, Please note, the payoff balance can update daily If Mrs [redacted] plans to submit the payoff balance in full, we ask that she contact us the day she plans to submit the payment for an up-to-date payoff quoteThank you, Cheryle S [redacted]

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and I am willing to accept the credit of $but in the future would like Conn's to be better at repairing the issue instead of just sending the unit back in a condition that cannot be usedI did not buy it in that condition and while under warranty should not have it in a non working order

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 I have tried calling this business to move forward with getting TV Swapped out and no one knows what I am talking about and no one knows the rep who posted this resolution.I want conns to do things to happenConns to come and swap TV with no more jumping through hoopsReset the financing Apologize Thank you kindly Please respond with a time to exchange the TV I will be there *** Regards,

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.] Regards, I HAVE SIGN A CONTRACT ON DEC WITH ALL THREE ACCOUNTS AND PLUS A NEW PURCHASE ON DEC AND HAD SIGN ALL NECESSARY PAPERS FOR THE NON-INTEREST WAIVERINGAND TO DO THAT SALES PERSON RITA JO TANTA HAD TO CALL CORP OFFICE AND GET THE MANGER TONY DONSOL TO SIGN IT AND RITA JO TANTA ALSO TO SIGN THE AMOUNT ON CONTRACT WAS I HAD PAID IN JANUARY ON NEW BOOK THAT WAS SENT TO ME I GOT A CALL IN FEB OF SAYING I NEVER PAID ON THE ACCOUNT [redacted] DUE ON 1STBUT NO ONE CALLED IN JAN ON THAT ACCOUNTWHEN THEY CALL IN FEBTHEY SAID THEY WANT ME TO SIGN ANOTHER CONTRACT WITH INCREASE OF BECAUSE THEY DIDNT ADD INTEREST TO THE CONTRACT IN DEC AND DID NOT FILE THE WAIVERING PAPERS.THEY CALL ME TIMES A DAY ON MY WORK PHONE WHEN IM AT WORK

Thank you for the opportunity to respond to [redacted] concerns regarding his credit application Upon further review, we understand that [redacted] *** received a "pre-approval" offer As explained in our previous reply, many factors are reviewed before an offer of credit is decisioned as approved or denied It appears at the time of [redacted] credit application, we did not receive his "pre-approval" status and apologize for that inconvenience In order to fully decision his request, we ask that [redacted] *** contact his local store to assist us in gathering more details We value [redacted] as a customer and sincerely apologize for any inconvenience he has experienced due to this matter Thank you, [redacted]

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me Thank you for all your help I have already gone to store and everything has been resolved [redacted] ***

Thank you for the opportunity to respond to Mrs[redacted] 's additional concernsMrs[redacted] has been contacted regarding her concerns and Conn's has agreed to replace her refrigerator that was purchased with us on 9/8/In addition, we have agreed to reinstall the door handle and gasket on her older refrigeratorThe parts have been ordered; once received Mrs[redacted] will be contacted to schedule an appointment to install the part Kind regards, Kathryn J***

Thank you for the opportunity to respond to ** [redacted] additional comments As previously stated at ** [redacted] request he elected to receive a refund in lieu of his exchange A credit of $2,plus tax was applied to his account which closed his account Our records indicate once the credit was applied to ** [redacted] account he was issued a check refund in the amount of $for an over-paymentAlthough, we have initiated his refund and closed his account; ** [redacted] furniture and television is still in his possession At this time no additional credit is owed In regards to ** [redacted] OTR microwave he purchased on 2/11/13; we show his last service call with Conn’s was on 4/22/ Our records indicate ** [redacted] service on his OTR microwave was completed on 5/02/13; we have no records showing ** [redacted] attempted to contact us regarding a service issue with his OTR microwave once service was completed If we may be of further assistance, ** [redacted] may contact our Customer Service Department at [redacted] Kind regards, Jana A [redacted]