Conn's Home Plus

Thank you again for the opportunity to respond to *** ***'s concerns regarding the interest recalculations on her account. We have attached a copy of *** ***'s payment history for her records. On *** *** *** *** *** received an invoice credit in the amount of $This amount included the $plus $for finance charges and taxes. On *** *** ***, *** *** received an invoice credit for $162.38. This amount included the $for the returned product and $for taxes and finance charges. On *** *** *** *** *** received an insurance credit in the amount of $255.26. This credit included the $196.35 and $for finance charges. *** *** received an additional invoice credit for the pro-rated retail service agreement in the amount of $on *** *** ***. The interest recalculation was processed on *** *** *** and *** *** received an interest recalculation credit of $256.42. Once the interest recalculation was completed, *** *** had overpaid the account by $107.67. A refund check was mailed to *** *** in the amount of $107.67. Thank you, *** ***

Roman","serif"">Thank you for the opportunity to
respond to Mrs*** complaint. Our records show on 4/23/15, Mrs*** purchased a Jackson
(Everest) furniture set which consisted of three pieces (armless sofa, left
front sectional, and right front chaise) with a limited 1-year manufacturer
warranty.
After researching Mrs***
complaint we cannot confirm what was said during Mrs*** visit
at the store, the pieces selected specifically state the designated
position. The product is not interchangeable, but can be customized to
meet the consumer needs. However, we show that Mrs*** contacted
us on the date of delivery with her concernsTherefore, Conn's has agreed to
honor her request for an exchange. Mrs*** has been issued a
credit up to the original amount paid which was $2,to select a new
furniture set. Mrs*** may visit her nearest Conn’s location to
initiate the exchange and schedule delivery.
If we may be of further
assistance, Mrs*** may contact our Customer Service Department at 1-877-358-
Kind regards,
Kathryn ***
5/22/
Complaint
My husband and I bought a brand new *** inch 4k television from Conns on March 4, and after about weeks of having it, it started acting upWe tried plugging the cords to different outlets as well as moving all of the aords around before we called Conns to let them know about the issue
I called Conns to tell them about the issue and they sent out a technician days laterThe guy came and looked at the television and said the mother board needed to be replacedThe technician was very nice and my issue is not with him, but I feel like this television being brand new, we should not have to have it fixedwe should be able to exchange the television for a new oneIf the television is already having problems then more than likely it will keep going outConns will not let us exchange the television what so everI feel like every time I call to complain or talk to a manager I am given then run around and I am talked to like I am stupidMy husband and I am very big fans of the store and have made many many many purchases from themIf we are sold a defective product we should be able to exchange the products especially seeing we spent $on the televisionI feel like we are being treated unfairlyI am to my wits end with Conns and have no idea what can be doneI am told that the television needs to be fixed and it has to malfunction again with the SAME problem in order for us to exchange the productI feel like if they come and take the television apart to change the mother board out they could cause further damage to the televisionIf that were to happen I am sure they would say we did itI am not a happy customer at all!!!
Desired Resolution
I want to be able to exchange my television for a new one or a different brand of televisionI want something close to what I have paid for it even if it is a little less and/or a different television all together
Consumer Business Dialog

Thank you for the opportunity to
respond to *** *** complaint.
Our records show on ***/12, *** *** purchased a *** washer
and
dryer both with 48-month Repair Service Agreement Plan
We received *** ***
complaint and found he contacted our service department on three separate
occasions regarding his dryer dated from ***/to ***After further
reviewing *** *** repair needs, Conn’s agreed to exchange his dryer under
the Terms and Condition of the Repair Service Agreement on ***Our records
show we no longer carry the dryer *** *** purchased therefore; he was
approved for an in-store credit to re-select another dryer in the amount of
$which was the original amount paidPlease refer to the Terms and
Condition of the Repair Service Agreement Number
(9) Limit of Liability for details
if a replacement product is not available
At this time we are unable to honor
*** *** request for an exchange on the washer; the washer does not meet
the qualification for an exchange*** *** may visit his nearest Conn’s
to initiate the exchange processWe have included a copy of the Repair Service
Agreement in our response
If we may be of further assistance, *** *** may contact
*** *** at ###-###-####

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
I would like to find out about my complaint against Conn's Appliances, Do you have any updates ?
There Has not been any Resolution to my original complaint

Thank you for the opportunity to respond to *** *** complaint. Our records show on 2/10/13, *** *** purchased a *** *** *** *** PC with a 37-month Repair Service Agreement. *** *** signed invoice indicates at the time of purchase she acknowledged
she was provided a copy of the Repair Service Agreement and that she understood the coverage associated with the product. *** *** elected to pick up her *** from the local warehouse located in San Antonio, TX; we show she signed acknowledging her *** was received in good order *** *** contacted our service department on 11/23/14; stating the finger scan was no longer working, the unit was not working properly, and she was having problems logging in. Based on the problem description we asked for *** *** to bring her *** into service. On 11/28/14, *** *** *** was received by the service department; on 12/03/14 the technician assessed the unit and found parts needed to be replaced. However, the unit was deemed uneconomical to repair therefore the technician submitted *** *** *** for a repair review for a possible exchange. *** *** exchange was approved on 12/15/14 and she was contacted on 12/16/14 and made aware of her exchange approval. *** *** was issued a credit up to the original amount paid which was $1,because the original model was no longer available. *** *** may visit her nearest Conn’s to reselect and complete the exchange. We sincerely apologize to *** *** for the experience and any inconvenience that has been caused. If we may be of further assistance, *** *** may contact our Customer Service Department at*** Kind regards, Jana A***

Thank you for the opportunity to respond to *** *** complaintAfter further review of *** *** concerns, Conn’s
has agreed to honor his request to return the
refrigerator and receive a
refund. *** *** will be contacted by
Conn’s delivery team to schedule a date to pickup his refrigerator to return to
Conn’sOnce we receive *** *** merchandise we will process the credit to
close his account
We appreciate *** *** for bringing this
matter to our attention and we sincerely apologize for any inconvenience he
experienced
If we
may be of further assistance, *** *** may contact customer service at
***
Kind
regards,
*** ***

Thank you again for the opportunity to respond to *** *** concerns regarding account #***. *** *** stated *** would like to have her account refinanced so *** can lower her monthly payment. Unfortunately *** *** account does not qualify for any of our refinancing options at this time. In order to refinance an account it must meet certain criteria. *** ***'* account does not meet that criteria at this timeThank you,*** ***

Thank you for the opportunity to
respond to Mrs***’s concerns regarding her accounts. Mrs*** stated her contracts are invalid
because she only speaks and writes in ***, and she did not receive zero
percent interest on the account like she was told
We have agents
available to
communicate with Mrs*** at ***. Please call for any questions
According to our records Mrs***
signed a 32-month retail installment contract on August 31, 2013. That contract included a 12-month no-interest
financing promotion. We have included a
copy of the contract for Mrs***’s records. Mrs*** lost the 12-month no-interest
financing promotion due to late payments made on the account. Reminder letters were sent to Mrs***
regarding the 12-month no-interest promotion.
She also stated she did not receive credit for the insurance on the
account. We did not receive a request
from Mrs*** to cancel the insurance on the account. However, insurances can be canceled at
anytime. Please see below for cancelation
instructions or visit ***
We did receive requests from her to cancel the service agreements on the
account. Mrs*** received an
invoice credit for the service agreements on September 12/in the amount of
$553.91. This amount includes $
that she paid for the service agreements plus tax. Mrs*** received an additional invoice
credit on December 18, in the amount of $for her delivery fee.
Our records further indicate
Mrs*** made a second purchase by signing another 24-month retail
installment contract on December 17, 2013.
This contract included a 6-month no-interest financing promotion. The no-interest financing promotion was lost
on this account due to late payments as well.
We will provide copies of the
contracts and payment histories on both accounts for Mrs***’s
records.
Cancellation of Insurance:
Within days of the purchase date, the customer can cancel the insurance
coverages for a FULL credit to the Conn’s account (see Details
below). For Property Insurance, a
cancellation request will be honored if the customer provides proof of
homeowners/renters insurance.
If cancellation is requested
more than days after the purchase date and before the account is paid in
full or the insurance expires, the cancellation credit will be prorated
Cancellation of property insurance will require proof of homeowners/renters
insurance
Details: To request a cancellation, you may contact
the Conn’s Insurance department at *** or by email at ***
We value Mrs*** as a customer and appreciate
her bringing her concerns to our attentionThank you,Cheryle S***

Thank you for the
opportunity to respond to Mr***’s complaintOur records show on
12/03/14; Mrs*** purchased a *** 40” television with a 1-year limited
manufacturer’s warranty and elected to pick up the television from Conn’s
located in *** **
We received
Mr
***’s complaint and found he contacted our customer service department on
12/02/14, stating he was interested in a television he saw online but was
unaware that the sale ended on MondayMr*** stated when he spoke to a
sales representative at the *** ** store on 12/1/regarding the television;
he was informed the price would be the same if he made his purchase on
Wednesday and requested to have the priced honoredThe assistant store manager
educated Mr*** prior to his purchase that we were unable to honor the
price quoted of $for the television due to the sale ended on 12/01/and
he would be required to pay the retail price of $however; he could
contact customer service for further review regarding this matter
After further review
and research of Mr***’s complaint, we are unable to honor his request to
receive the television for the price of $due to the sale ended before
the purchase was completeOur records show the television Mrs***
purchased went on sale with Conn’s for $therefore; we processed a
concession to her account in the amount of $for the price difference
If we may be of
further assistance, Mr*** may contact us at ***
Sincerely,
Dyeisha W***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me (please see below)
Conn's and Revdex.com:
Per the instructions given by the Conn's representative, I have made the final payment of $385.57. My confirmation number provided is: ***, this payment was made tonight, **-1-2014. Please see that this closes out my account, because the automated system was telling me a different amount (larger) was still owed.
Thank you Conn's and Revdex.com for working with me to get this resolved. It has been a true lesson learned and I will not do business with companies that use the rule to calculate their interest again. I never knew to ask about that, my *** ***, *** ***, presented this as simple interest calculation. So I was thrown way back when you said rule (i had to go and google what it was!). Please give your "sales people" a refresher to not lie to the customer on this very important fact
Blessings,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this proposed action would not resolve my complaint
[Provide details of why you are not satisfied with this resolution.]
Regards,
Conn's did not specify the reason why I did not qualify for a refinance even though I was told by their *** *** that I do qualifyAs of now what I'm going to do is pay off the entire remaing balance on the account in *** to close it outI will not do business with Conn's ever againThis issue will not be resolved because I'm getting different respondes from different people within the Conn's companyThis issue will be an "unresolved issue" between me and Conn'sI have stated my issue and have nothing else to say

Thank
you for the opportunity to respond to Mr*** complaintOur records show on 5/23/14, Mr***
purchased a ** High Efficiency washer and dryer both with a
1-year limited
manufacturer’s warranty and was scheduled for delivery on 5/24/Upon
delivery, the trim piece on the bottom of Mr*** doorway was damaged by
our 3rd party delivery team while attempting to remove his old
appliances
After further review and research of Mr*** complaint, we
confirmed with *** (3rd party
delivery team) that they have made several attempts to contact Mr***
regarding the damage to the trim piece of the doorway prior to reports of
additional damages however; Mr*** has not been availableOur records show
on 1/17/15, Mr*** contacted our warehouse to check the status of his claim
and was informed by a *** representative that they have been unsuccessful in
contacting him to have a contractor assess the reported damageMr*** did
inform the representative that he was out of the country and now the damages
are worse than initially reported*** was able to send a certified contractor
to Mr*** residence to get an estimate on the reported damagesA ***
representative also visited Mr*** residence on 2/09/to take pictures
of the additional damages reportedBased on the initial reported damages and
photos received at the time of delivery, *** is only willing to reimburse Mr
*** for $which was the estimate received from the contractor to
replace the trim piece of the doorway that was damaged by the delivery teamOn
2/12/15, a *** representative contacted Mr*** to offer him the $
reimbursement however; he refused and requested the entire floor be replaced
We attempted to contact Mr*** on 2/17/to discuss his
concerns however; we were unsuccessful in our attempt and left a voice mail to
return our callAlthough we are unable to replace Mr*** entire floor,
as a gesture of goodwill Conn’s is willing to offer him an additional $
We sincerely apologize for any inconvenience Mr*** experience during this transaction
Mr*** may contact us directly at 1-866-765-to process
his reimbursement
Kind
regards,
***
***

[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 ***, and find that this resolution would be satisfactory to me Thank you for clearing this matter upI will follow up with Customer Service to insure my credit report is updatedThank you for your time, *** ***

Thank
you for the opportunity to respond to ***’s additional commentsOur records
show there was a delay scheduling delivery for the *** wedge due to the item
was not available for immediate delivery however; *** is currently
scheduled to receive her new wedge on ***, if she is availableWe
confirmed that the delivery concession for $as well as the $
offered has been processed however; the credit has not posted to ***’s
accountWe ask *** to please allow 7-business days from today for
the credit to reflect on her accountWe apologize for any inconvenience ***
*** experienced as a result of the delayIf we may be of further assistance, *** may contact
customer service at *** Kind
regards,
***
***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
Why was the return of the mattress processed in Feb and the Box spring not processed till march? They both were not received the same day at the warehouse pick upWhy were there no finance charges credited for the box spring return? Just purchase and taxes? So Why cant I get a discount on another purchase?? Conn's overcharged me and now are only willing to correct their own mistakes but cant do anything about the time and money spent making this rightI have called several times before they decided to recalculate my interest! I had to file a complaint through the Revdex.com! I still believe I am owed more that $
Regards,

Thank you for the opportunity to respond to ***’
additional comments. As previously stated at ***’ request he
elected to receive a refund in lieu of his exchange. Since responding
to ***' original response he has returned the old unit and a
credit of $1,was applied to ***’ *** account. We have contacted *** and
confirmed the credit has processed.
*** will need to contact *** if he has any additional
questions regarding his account. ***
may be reached at ***
Kind regards,
*** ***
Customer Relations Officer
4/28/
Complaint
In December of I bought an over the range *** and shortly after started having problems with itI had techs come out to try to fix it and they were unable toI was approved for a new unit but conns refused to come out to exchange it without being paid againI was told that if anything
happened they would exchange with no problem
Product_Or_Service: ** *** *** *** ***
Desired Resolution
DesiredSettlementID: Replacement
I would like the new unit installed without having to pay again
Consumer Business Dialog

Thank you for
the opportunity to respond *** *** concerns regarding credit approval
*** *** 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 *** *** to contact Conn’s at the number
provided on that letterThank you,*** ***

Thank you for the opportunity to respond to *** ***
concerns regarding account #***. *** ***
stated she was not aware the account was past due because she had not received
any calls or mail regarding the account. She also
stated she mailed in money orders to pay on
the account; however, these payments
have not been credited to the account
According to our records, *** *** signed a ***
retail installment contract on February 14, 2015. The first
payment was due on the account on March 14, 2014. A welcome letter was mailed to the verified
address on file on March
5, 2014.
Another letter was mailed to *** *** on March 15,
reminding them if the payment was not made timely, they would lose their
no-interest financing promotion. We began call attempts on March 17,
2014.
Another letter was mailed to the verified address on
March 18,
2014.
Call attempts continued each day until May 20, when we
were able to speak with *** ***. He stated on the recorded call that he had a
late check and would go into the store to make the payment on May 23,
2014.
That promise to pay was broken and the payment was
not made.
Call attempts resumed on May 24, Another
letter was mailed to the verified address on June 11, regarding
the past due balance on the account. Call attempts continued until June 12, 2014, when
*** *** called our collection department. Per the
recorded call *** *** was informed that the account was past due for $
*** *** paid the $and there was no mention of payments made by money
order that she had not received credit for
During the call on June 12, 2014, *** *** stated she should have two accounts, a dryer and a
refrigerator.
*** *** called back in on June 26, to find
out why the refrigerator was not listed on her account. .
Due to an error on our part, the account that had the
refrigerator on it was canceled; therefore, *** *** has a refrigerator, which
she is not making payments on.
Collection efforts resumed on July 16, and we
were able to reach *** *** on July 23, and he stated he would go in the store that
Friday July 29,
to make a payment. *** *** did not make the payment on July 29, as
promised and collection efforts resumed on July 30,
2014.
An additional letter was mailed to the verified
address on file on August 27, 2014. Another letter was mailed on September 14, and
again on October 9,
as collection efforts continued. A legal
demand letter was mailed to the verified address on file on November 14, Then
an email was sent to *** on December 10, as collection efforts continuedIn
addition two emails were sent to the verified email address on file on December 29, and
again on January 5,
*** *** called in on January 30, to
find out the balance on the account*** *** stated that a dozen payments have
been made on the account at this time. *** ***
stated she watched her husband make a dozen payments on the account. *** ***
asked to speak with a manager during this recorded call*** *** stated that
she would find her receipts. The manager attempted to let her know that
we could credit the account if she could locate the receipts. *** ***
disconnected the call before the manager could communicate that to herOn January 31, 2015, we
mailed *** and *** *** a copy of their payment history to the verified address
on fileAdditional emails were sent on February 1, and
another legal demand letter was mailed on February 3,
According to the recorded calls on February 9, 2015, *** *** stated she received a delinquent letter in the mail and she would like to
speak with someone about the account. *** ***
then stated she personally sent in $payments for or months and her
husband sent in or payments of $each. *** ***
then stated she knew she was behind but was not sure how much. The agent
asked if she could send in bank statements to prove the payments were
made. *** *** stated she would look for the bank statementsWe attempted to
call *** *** again on February 10, and on February 11, 2015;
however, *** *** stated she is not paying on the account and disconnected the
calls
When we spoke with *** *** on February 12, 2015, she
stated she made several payments by money order and she does not have the
receipts.
*** *** also stated she called each time she made
the payment to make sure it posted to the account; however, all of our calls are
logged and recorded and we do not have verification of those calls
Collection efforts have continued to attempt to collect
the past due balance of $458.61. We have attached a copy of *** ***’s
payment history for his records. If **and *** *** still believe their
balance is incorrect, they will need to fax in proof of the payments they are
stating they have made on the account.
We value *** and *** *** as customers and appreciate
them bringing their concerns to our attention. Thank you,*** ***

Thank you for the opportunity to respond to *** ***’s complaint. We researched *** ***’s complaint and found her complaint has been resolved. As of ***, *** ***’s sofa has been exchanged and delivered in good order. We sincerely apologize to *** ***
for the experience and any convenience that was caused as a result of delay and the lack of communication. If we may be of further assistance, *** *** may contact Customer Service Department at ***. Kind regards, *** ***

Thank you again for the opportunity to respond to ***'s concerns regarding his accounts. The credit mark has been removed as of *** ** ***. We have mailed *** proof that the credit mark has been removed along with a copy of his payment history. Please note, it may take the credit bureaus 30-days to update their records regarding the credit mark. Again, we value *** as a customer and sincerely apologize for any inconvenience he has experienced due to this matter