Conn's Home Plus

Thank you for the opportunity to respond to MrsK [redacted] concerns regard [redacted] account # [redacted] MrsK [redacted] stated she was given an incorrect payoff quote which caused her to assess interest on her account Accord [redacted] to our records, MrsK [redacted] signed an 18-month retail installment contract on September 7, That contract included a 6-months no-interest financ [redacted] promotion MrsK [redacted] called our automated system on March 20, and received a payoff quote of $ She submitted a payment for $ MrsK [redacted] called again on April 15, and received a payoff quote of $ MrsK [redacted] 6-month no-interest financ [redacted] expired on March 7, 2014; therefore the account started to accrue interest MrsK [redacted] faxed over proof of insurance on March 20, and received an insurance credit in the amount of $on March 21, We value Mrs K [redacted] as a customer and appreciate her br [redacted] this matter to our attention We have attached a copy of MrsK [redacted] contract as well as her payment history for her recordsThank you,Cheryle S [redacted]

Thank you for the opportunity to respond to Mrs [redacted] concerns regarding account # [redacted] Mrs [redacted] stated she has not received her refund check from Conn’s According to our records, Mrs [redacted] was issued a refund check in the amount of $ on August 27, On September 19, Mrs [redacted] called in to update her address The refund check was sent to the incorrect address We have confirmed the refund check has not been cashed and has been returned to us We have updated Mrs [redacted] address in the system and the check will go out in the mail today, October 31, Please allow 7-business days to receive the check We ask that Mrs [redacted] contact us in the event she does not receive the check within 7-business days so we may track its location We value Mrs [redacted] as a customer and appreciate her bringing this matter to our attention Thank you, [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 Reading the response from Conn's, I still do not agree with what they are saying According to the ledger they provided, it states the Original Loan AMount: That is incorrect, according to my receipt my orginial loan amount (including the insurance, which was later removed) was that is the amounti financed The amount provided by Conns, 2559.00, that includes finance charges totaling 595.00, for a month payment plan I have already paid 1000, and would have paid it in full had the amount been correct, so why am I being charged for the full amount of the finance charges? All of my credits and what nots should have been subtracted from teh 1964, not the This is unfair to be charged for interest that I have not used, since I would have paid it off within a month, but since my totals are not correct it has moved it from one month to almost months Regards, [redacted] ***

Thank you for the opportunity to respond to ***. [redacted] ’s complaint regarding a purchase made under the name... [redacted] . Our records show on [redacted] , **. [redacted] purchased a [redacted] computer with a (25-month Repair Service Agreement w/Accidental Damage). **. [redacted] ’s signed invoice indicates at the time of purchase he acknowledged he was provided a copy of the RSA & ACCIDENTAL DAMAGE brochure and that he understood the coverage associated with the product. **. [redacted] elected to pick up his computer from our [redacted] location. We received ***. [redacted] ’s complaint and found **. [redacted] contacted our service department on five separate occasions dated from [redacted] through [redacted] ; however only four out the five calls were completed. · On [redacted] , the hard drive and mouse were replaced; the technician also restored **. [redacted] ’s computer. · On [redacted] , the technician found his computer had a virus. The technician erased the hard drive and restored the unit (No parts were needed). · On [redacted] , **. [redacted] ’s computer was received; after assessing the computer the technician found the system needed to be restored. We attempted to contact **. [redacted] on [redacted] , [redacted] , [redacted] , and [redacted] . The service order was cancelled due to no response and **. [redacted] ’s computer was sent back to his local store for pick up. · On [redacted] , after restoring the system to the manufacture setting the technician found the motherboard also needed to be replaced. On [redacted] , the technician completed the repairs; he replaced and installed a new motherboard. · On [redacted] , **. [redacted] ’s computer was received in service; during the inspection the technician found the motherboard and operation system had crashed. The technician determined at that time the computer was uneconomical to repair; therefore Conn’s agreed to exchange her computer under the Terms and Conditions of the Repair Service Agreement. **. [redacted] ’s exchange was approved on [redacted] ; he was issued a credit up to the original amount paid which was $ [redacted] because the original model was no longer available. **. [redacted] initiated his exchange on [redacted] he elected a [redacted] notebook model ( [redacted] ). If we may be of further assistance, ***. [redacted] may contact our Customer Service Department at [redacted] . [redacted] 2/21/2015 Complaint In the first week of December I purchased a Sectional for my living room. The right side of the sofa was damaged upon delivery. It had a scratch on the leather arm rest. Several attempts have been made for them to repalce the sofa. They have promised to change it over and over but to this day... they have not done so. I have personally gone to the Arlington Store and spoken to the manager and contacted their costumer services department. They came over and took pictures of the sofa and promised to replace it but it's been a month and I keep getting the runaround. Desired Resolution I have purchased before from Conn's and have been a very satisfied customer before. I would like for them to replace my sofa as promised and for them not to keep giving me the runaround. 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 From: [redacted] [mailto: [redacted] ] Sent: Friday, April 17, 8:AM To: drteam Subject: Re: You have a New Message from Revdex.com Regarding Complaint # [redacted] This is NOT been resolved and I have NOT received anything from you indicating you tried to contact or reach out to me-------------------------------------------- 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 Per offer from Conn's the wedge was NOT delivered on [redacted] ***We had to take off from work to wait on delivery of wedge and no one called nor did they come byThis has been my problem for day of purchase with Conn'sNo one folland take care of the situationIf they are going to deliver a wedge someone needs to call us and let us know when so we can again take off from workThis is an inconvenience to us [redacted] keeps making an offer and is getting in touch with the delivery team nor any other Conn's representative.Revdex.com please ask them to refund our moneyThis is harassmentWe keep waiting and they keep changing their stories and NOW again we still have a damaged wedge in our homeNo delivery on [redacted] ***This is truly unacceptable that we as customers has to be treated in this mannerI just wanted what they had on their showroom floor or I need a REFUND now[redacted] Regards,

Thank you for the opportunity to respond to Mr [redacted] ’s complaintMr [redacted] has been contacted regarding his concerns After researching the service history we found the manufacture had previously exchanged Mr [redacted] ’s television for a model that we did not carry, thus causing a delay getting the parts needed to complete the repair Due to the delay we agreed to replace Mr [redacted] ’s television The TV was replaced on 12/31/with an upgraded model and the repair service agreement continued on to the new television We sincerely apologize to Mr [redacted] for the experience he had with us If we may be of further assistance, Mr [redacted] may contact us at 1-877-358- Sincerely, Kathryn J***

Thank you for the opportunity to respond to [redacted] complaint Our records show on 6/01/15, [redacted] purchased a [redacted] French door refrigerator with a (48-month Repair Service Agreement), a [redacted] dinette set which consisted of nine pieces with a (48-month Furnituregard Plan) on all nine pieces, a [redacted] dinette set which consisted of five pieces with a (48-month Furnituregard Plan) on all five pieces totaling $ We show once [redacted] purchase was complete he changed his mind and cancelled the four [redacted] dinette chairs from his invoice [redacted] was refunded $leaving him a remaining total of $6, We show [redacted] signed his invoice indicating at the time of purchase he acknowledged he was provided a copy of the Repair Service Agreement and Furnituregard Plan brochure and that he understood the coverage associated with the product(s) [redacted] elected to have his items delivered; we show his delivery was completed on After researching [redacted] complaint, we found he faxed in a Repair Service Agreement Cancellation Form on 6/04/ We show [redacted] RSA coverage was cancelled on 6/16/and a credit of $was initiated leaving him a remaining total of $5, Since [redacted] purchase was made with his [redacted] and not financed through Conn’s credit; he needed to visit his local Conn’s to have the refund processed to his [redacted] Our records indicate [redacted] went into his local Conn’s on 6/24/to complete the refund transaction We sincerely apologize for any inconvenience [redacted] experienced during this process If we may be of further assistance, [redacted] may contact our Customer Service department at [redacted] Kind regards, Jana A [redacted] Customer Relations 7/20/ Complaint My washer has not worked properly for well over a monthWhen it stop working all together I made my first formal complaint on June 7th I had to wait about a week before any one could come look at itWe the repair man finally came several hours after the designated time, he said the washer needed a part and leftI was not told when to expect him back, when to expect the washer to be fixed or anythingAfter calling the store located at [redacted] **getting the run around, then called the service center and help desk and I was finally told that the repair would be made on June 22ndThis is well over four weeks that I have been without the use of my applicance! I again was given the run aroundEach employee I spoke to was obviously unconcerned with my hardship and totally lacked any motivation from the value of my businessAfter calling the service center and was told by the supervisor that they would call me back in ten minuteshave not heard from her sincethen calling customer service and was denied to speak to supervisor or manger, I went to the store location AGAINI was told that I couldn't even return the machineI was told that this would reflect negatively on my credit report and that I would not recieve any monies back that I have invested in this applicanceI wrote a note for the manger to call me back once he got in the store the next day, which is today June 23rdIt is 1:25pm and I still have yet to speak to any concerned party from Conn'sI want to be refunded for the month that I have not been able to use my washer machineI want the machine repaired or replaced without cost or consequence to meWhen the representative in the store that I spoke to yesterday did look into the repair schedule, it said the part arrived on th 19th!!! I am furious that I still have to wait and the part has been sitting there!! I amm also livid because for the repair person to order a part on the 12th and I still have to wait is upsurd!!! If they really valued their customers, they would see how long I have been without the use of my appliance and expedite the delivery or make sure to get directly out when it arrivedThis is totally unfair and imcompetent of Conn's to neglect my needs as a customerI pay my bill on time EVERY monthI even pay an additional $+/- for repair service agreements and warranties and have not been able to use or recieve accurate service from them YET!!! Desired Resolution I want to be refunded for the month that I have not been able to use my washer machineI want the machine repaired or replaced without cost or consequence to me Consumer Business Dialog

Thank you for the opportunity to respond to *** [redacted] ’ concerns regarding account # [redacted] *** [redacted] stated her contract was incorrect and she had to have the store manager fix the account We have credited *** [redacted] ’ account in the amount of $ Once the credit posts to the account, we will submit the account to close Please allow 10-business days for the credit to post and the account to close*** [redacted] will receive a close-out letter within days of the account closing We value *** [redacted] as a customer and sincerely apologize for any inconvenience she has experienced due to this matterThank you, [redacted]

Thank you for the opportunity to respond to MrsT [redacted] ’s additional commentsMrsT [redacted] stated in her rebuttal that the bed delivered was not the same bed selected in the store and that we did not provide an opportunity to purchase additional support for the mattress or information which would allow her to obtain the support needed We have included in our response a copy of MrsT [redacted] signed invoice showing the model number selected at the time of purchase matches the mattress that was serviced(See law label that was attached upon inspections.) We have also included the link to our website showing the standard queen frame that is available for purchase Model *** http://www.conns.com/queen-bed-frame.html You will see from the picture displayed the center support needed to meet the manufacturer’s requirements as shown on the manufacturer’s warranty card Please note once proper support has been acquired it is recommended that the mattress be rotated from head to toe degrees This will allow the repositioning of the support and may improve the comfort If MrsT [redacted] mattress has been damaged due to the bed frame not providing continuous support it will not be covered by the limited warranty as stated on the warranty card If we may be of further assistance, MrsT [redacted] may contact Customer Service at 1-877-358- Kind regards, Kathryn J [redacted] 7/10/ Complaint I have to say that I have never been so displeased with a company in my whole lifeWe purchased warranties on all our furniture and electronic tablet back in August we have almost paid off the full balancewe have made claims on the furniture and Tablet only to encounter further damage to our items by your repair techsadditionally repairs take a ridiculous amount of time to be completed meaning when a claim is placed it can take up to months for the repair to happenin some cases it's taken more than monthsin my opinion that is your attempt to run out the warrantyafter our SideRail needed repair the tech damaged our mattresswe have told you several times to no availadditionally the siderail was never repaired properly even after several attempts to have it looked at againour couch has needed repair since it is May and someone finally came out todayinstead of just repairing the sofa they damaged it with a huge hole on the inside exposing the wood frame and staples making it unsafe for our children to sit onwe are need our mattress replaced do to your negligence and now our sofa replaced do to your negligencea warranty should not be offered if you are not equipped or able to provide the servicewe are filing acclaim with the Revdex.com and the Texas attorney general officeadditionally we are considering further legal actionI need to be contacted by a general manager as soon as possible atI have we stood so much time and money dealing with connsI also have picture evidence of all the problems to the furniture due to the companies negligence This is the above email I sent to conns in regards to the problems we're having Desired Resolution Replacement of mattress the tech damaged and sofa the tech damaged with the sane product as well as prompt repair of other outstanding items ongoing for several months Consumer Business Dialog

Thank you for the opportunity to respond to MrsG [redacted] ’s additional commentsOur records show MrsG [redacted] was contacted on 5/22/to discuss her concerns; during the conversation she informed us that her dryer was working properly and no longer required serviceWe sincerely apologize for any inconvenience MrsG [redacted] experienced during this process; as a gesture of goodwill we will mail MrsG [redacted] a $ gift card If we may be of further assistance, MrsG [redacted] may contact Customer Service at [redacted] Kind regards, Dyeisha W [redacted]

Thank you for the opportunity to respond to Mr. [redacted] complaint. Our records show on 10/05/14, Mr. [redacted] purchased... a Sony soundbar with a 24-month Repair Service Agreement. Mr. [redacted] elected to pick up his soundbar from our Denver, CO location; Mr. [redacted] signed acknowledging his soundbar was received in good order. Mr. [redacted] contacted us on 10/22/14; stating his Sony soundbar was not compatible with his television and he wanted to exchange the unit. Mr. [redacted] was advised he is still within the Return and Exchange Policy and may return/exchange his soundbar with a 15% restocking fee which expires on 11/05/14. We spoke with the Operation manager who stated Mr. [redacted] may contact his local Conn’s location for assistance with troubleshooting the soundbar. At this time we are unable to honor Mr. [redacted] ’s request to waive the 15% restocking fee. If we may be of further assistance, Mr. [redacted] may contact Customer Service Department at [redacted] Kind regards, [redacted] ***

Thank you for the opportunity to respond to [redacted] ***'s complaint. Our records show [redacted] purchased a television and wall mount on 9/16/14 with manufacturer's warranty only. [redacted] elected to pick up her products from the local store. [redacted] *** contacted our customer service... department on 9/24/14 stating when took the television out of the box the TV screen was cracked. We have reviewed [redacted] ***’s invoice and found at the time of purchase she signed acknowledging she received her products in good order. We attempted to contact [redacted] on 9/24/14 and 10/3/14, but were unable to reach her. [redacted] called us back on 10/6/14; the customer service agent requested that she bring the TV with the original box to the store for inspection, based on the inspection we could determine if there was concealed damage and would agreed to exchange. [redacted] advised the agent that she did not have the box. Because the television was picked and transported by someone other than Conn’s we are unable to determine when the damage occurred. Therefore, we are unable to honor [redacted] ***'s request for a return/exchange. [redacted] ***'s signed invoice has been included in our response. [redacted] ***

Thank you again for the opportunity to respond to ***’s concerns regarding his accounts ** [redacted] signed a 30-month retail installment contract on January 23, This contract included property insurance and our Retail Service agreement On May 22, ** [redacted] replaced the television due to damages that were covered by the RSA agreement This replacement fulfilled the terms of the RSA agreement The second retail installment contract reflects the credit amount of $ ** [redacted] received this credit amount for the value of the damaged TV ** [redacted] received the credit for the television on the second contract; therefore, the amount is still owed on the first contract The RSA agreement is what allowed ** [redacted] the option to exchange the television due to the damages and the amount for the RSA is also still owed on the first account ** [redacted] has not been charged double for the television The RSA agreement has been fulfilled on the first contract; therefore, he was given the option to purchase the RSA to cover the new television ** [redacted] may opt out of the property insurance by providing a copy of his homeowner’s or renter’s insurance declaration page ** [redacted] may submit proof of insurance to [redacted] We ask that he note the account number on the fax for a faster response time We have attached copies of both contracts for ***’s records If ** [redacted] has any additional questions he may contact us directly.Thank you, [redacted] Credit Helpdesk SpecialistConn's Inc[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 I am not satisfied with it being another days for the close out letter since it has already been days since the last time she said that I would be getting itI believe days is sufficient time for the receipt of the close out letter, I am done Regards, [redacted] ***

Thank you for the additional opportunity to respond to [redacted] ' concerns about her account [redacted] stated she is having difficulty paying this account online [redacted] can contact our customer service line and they can walk her through the web-pay, she can pay the account with on one of our agents, use our automated phone system, or make the payment in the store If she has any further questions she can contact our customer service line at [redacted]

Thank you for the opportunity to respond to Mrs [redacted] ’ concerns regarding account # [redacted] Mrs [redacted] stated she was supposed to have 12-months no-interest financing on her account According to our records Mrs [redacted] signed a 32-month retail installment contract on May 24, The products purchased by Mrs [redacted] did not qualify for the no-interest financing offer We have attached a copy of Mrs [redacted] signed contract for her records We value Mrs [redacted] as a customer and appreciate her bringing her 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 [Provide details of why you are not satisfied with this resolution.]David who is the district manager over the [redacted] **/store who told me he needed to call [redacted] Corporate Headquarters and if they told him it was OK for to sell me that TV for $that he would honor that priceI called [redacted] myself and they told me Conn's buys the TV's in bulk and they could care less what Conn's sells them forDavid was supposed to call me back the next day, he did notI finally reached him the following week and he told me he would not be able to honor the $because [redacted] told him he could notDavid lied to me and went back on his word Regards, [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 Hello, Good morning, YES, I did close it by mistake, an honest mistake, I sent a msgto the Revdex.com as soon as I realized the mistake, I spoke to a lady by the name of [redacted] *** at Conn's and now I'm getting the run around about who is responsible for the Warranty, I truly don't understand why Conn's doesn't step up to the plate and get this problem resolved, This has been ongoing for days as of todayIf there is anything the Revdex.com can do or guide me in the right direction please doPerhaps a persons name & phone # for upper management may helpNO MY COMPLAINT AGAINST CONN'S APPLIANCES INCIS NOT SETTLED Regards,

Thank you for the opportunity to respond to Mr [redacted] ’s concerns regarding accounts [redacted] and [redacted] Mr [redacted] stated he has filed bankruptcy; however, we continue to call him We have placed a cease and desist on the telephone numbers listed on Mr [redacted] ’s accounts Please allow hours for the cease and desist to be completed If Mr [redacted] receives any additional phone calls after the hours, we ask that he contact us directly so we may further review the matter We value Mr [redacted] as a customer and apologize for any inconvenience he has experienced due to this matterThank you,Cheryle S [redacted]