Conn's Home Plus

Thank you for the opportunity to respond to *** *** concerns regarding account #***. *** *** stated her payment was due on *** 20, and
she has a day grace period on the accountShe made her payment online
through Conn’s system on *** 30, 2014;
however, the payment did not process until
*** 31,
which caused her to assess a late fee and to lose her Cash-option.
According to our records, *** *** signed a
30-month retail installment contract on *** 6,
2014.
That contract included a 12-month no-interest
financing promotion.
Her payment is due on or before the
20th of each month; however,
she will not assess a late fee if the payment is processed within days of the
due date.
Conn’s does not offer a grace period on the retail
installment contracts.
*** *** received a payment confirmation stating
that she processed the payment on *** 30, with a payment date of *** 31,
2014.
We have attached a copy of that payment confirmation
for *** *** records
As a one-time goodwill gesture, we will reverse the late
fee of $assessed on the account and we will reinstate the
Cash-option.
Going forward, we ask that *** *** submit her
payments on or before the payment due date to avoid future late
fees
We value *** *** as a customer and appreciate her
bringing this matter to our attentionThank you,*** ***

Thank you for
the opportunity to respond to *** *** concerns regarding account
#***
According to
our records, *** ***a signed two 32-month retail installment contracts on *** 18, 2014. One of those contracts
included a 12-month no-interest
financing promotion and the other contract did
notThe range was supposed to be added to the contract that included the
12-months no interest financing; however, it was listed on the contract that
did not qualify for the promotion
We are going
to manually calculate the 12-months no-interest financing offer for account
#***, which did not originally qualify for the promotion.
Please note,
it may take 7-business days for the process to be completed
We value *** *** as a customer and sincerely apologize for any inconvenience she has
experienced due to this matterThank you,*** ***

Roman","serif"">Thank you for the opportunity to respond to Mrs
***’s complaint. Our records show on 3/14/15, Mrs*** purchased a *** (***)
reclining sofa and recliner with a 48-month Furnituregard Plan on both
units. Mrs***’s signed invoice indicates at the time of purchase
she acknowledged she was provided a copy of the Furnituregard Plan and that
she understood the coverage associated with the product. Mrs
*** elected to have her sofa and loveseat delivered; which was
completed on 3/15/15.
We
researched Mrs***’s complaint and found she contacted us on 11/14/15 regarding her sofa; stating one side of the unit would
not go down. A service call was scheduled for 11/19/15, during the inspection the serviceman found the mechanism
bending on the right side recliner which caused the recliner to stay
opened. The serviceman also notated the unit had some scuffs and
fading on all three cushions. Mrs*** was contacted on 11/24/15 and advised we were able to repair the mechanism;
however the fading the serviceman reported is considered wear and
tear and is not covered under the Terms & Conditions of the
manufacturer warranty or the Furnituregard Plan purchased. The
serviceman ordered the parts needed and the parts became available on 12/04/15; Mrs*** was scheduled for service on 12/10/15. Mrs*** was later contacted and informed
due to scheduling conflict her appointment was rescheduled for
12/16/15. We have confirmed the
technician has replaced the mechanism and the recliner is working up to
specifications.
If
we may be of further assistance, Mrs*** may contact our Customer
Service department at1-877-358-
Kind regards,
Jana A***
12/29/
Complaint
I originally purchased a ** refrigerator in March of I purchased an extended warranty at the same timeI began having different issues with the refrigerator in the latter part of and they continued through Then in June of I called regarding another issue with the
refrigerator and at that time the repairman stated it was a problem with the electronic board and he would have to order the partWhen after days I never heard from them, I phoned the service department and they informed me that I had been approved for a switch outThis was due they stated to a manufacturer defectI was told to come in and pick out another refrigeratorSo I returned to Conn's and picked out another refrigerator that was $difference in the original price of my initial applianceI was told that the warranty was $and that would be applied to the balance of my original refrigerator and the remaining would be applied to the new applianceThe balance of the original was $So they came days later and picked up the original appliance and hooked up the new one
About weeks later I received a phone call from the billing department stating when would I be making a payment on the original applianceI informed the representative of what had occurred and I was then told that the payment from the manufacturer probably had not been applied and they would put the billing calls on a day hold and if I did not hear back it would probably be taken care ofThen a month later, I received another call from billing about the same thing, I again explained the situation and was again told they would pull the billing callsAbout a week ago I received a bill from Conn's stating my bill was $ past due and if I paid $they would put it back in a positive statusThis time I went to Conn's where I had originally purchase the both appliances and was told the warranty credit went toward the new applianceThat I still owed on the manufacturer defect applianceI inform the gentleman that if that was the case why did they pick up the defective appliance and tell me that the warranty I brought on the initial refrigerator does not pay off the balance if one is dueThe warranty pays on the purchase of a new appliance so therefore I still owe the $now $balance for a refrigerator that stated had a defect and they picked up
Desired Resolution
I would like the balance to be for the replacement item only
Consumer Business Dialog

Thank you for
the opportunity to respond to *** *** concerns regarding telephone calls
placed to ***
According to
our records we placed telephone number *** as a “do not use” number
associated with your account on October 6, 2014. Our records do
not indicate any additional
calls were placed to telephone number *** after October 8, 2014.
We received an
inbound call from telephone number ***; however, the caller did not
identify herself or give any information
We value *** *** as a customer and appreciate her bringing her concerns to our attention
Thank you,*** ***

Thank you for the opportunity to respond to Mrs
*** concerns regarding account #***. Mrs***
stated she would like the outstanding balance credited on this
account
According to our records, Mrs*** signed a month
retail installment contract on December
20, 2013. This
contract included a 12-month no-interest financing promotion. The invoice
number on this contract was *** and it created account
#***.
On January 2, Mrs*** signed a 24-month retail
installment contract.
The invoice number on this contract was *** and
it created account #***. This account was credited and closed on
August 15,
due to merchandise being returned
On January 2, Mrs*** also signed a replacement
contract for invoice #***. This replacement contract closed account
#*** and created account #***.
Mrs*** received invoice credits and closed account
#***.
She has been paying on account
#***.
This account has an outstanding balance of $as
of April 13,
2015.
Please note, the payoff amount will update
daily. If Mrs*** would like to pay the account balance in full, we ask that
she call the day she plans to submit the payment for an up-to-date payoff
quote. Thank you,Cheryle S***

Thank you for the opportunity to respond to Mr
*** concerns regarding account #***. Mr***
stated he made a cash payment on May 9, in the store and the cashier
refused to provide him a receipt and the cashier would not allow him to pay more
than the minimum
amount due
According to our records, Mr*** minimum payment
due each month is $33.99.
Mr*** consistently pays $each month on
the account which is in excess of the minimum monthly payment. Conn’s does
not prevent customers from paying over the minimum amount due each
month
Mr*** last payment received was in the amount
of $on May 10, 2015.
This amount was paid by credit card. Although we
do not have the ability to reprint register receipts at the corporate office, we
have attached a copy of Mr*** payment history for his
records
We have attempted to reach out to Mr*** regarding
his concerns for better clarification; however, we have been unsuccessful in our
attempts.
We value Mr*** as a customer and appreciate him bringing his
concerns to our attention. Thank you,Cheryle S***

Thank
you for the opportunity to response to Mr***’s complaintWe apologize for
any inconvenience Mrs*** experienced during this processAfter
researching Mr
***’s complaint, we show he was approved for Conn’s 12-month
Special Financing offer with a qualifying purchaseMr*** may
take advantage of Conn’s Low Price Guarantee if he is able to provide the
advertisement from the competitor and his purchase qualifies under the
guidelinesConn’s Low Price Guarantee states:
Low Price Guarantee: Conn’s promises for
days from the date of purchase that our product prices are the best in town
If you purchase a product from Conn’s, then ?nd a lower price on the identical
item in stock and available for immediate delivery from an established merchant
(excluding warehouse clubs and internet competitors), simply bring us the advertisement showing the exact model number, price
and proof that it is in stock and available for immediate deliveryConn’s
will match that price plus give you 10% of the differenceThis product price
guarantee, where applicable, will apply to the amount shown on the invoice for
the specific product only (excluding all delivery/installation, warranty or any
other charges that may be related to such product) when you bring us proof from
an established merchant presenting this informationExclusions from this guarantee include computers and computer
equipment, camcorders, digital cameras, video game peripherals consoles and
handhelds, ?oor samples, “limited to stock on hand,” a product’s price if utilizing a Conn’s special ?nancing offer,
competitors’ ?nancing offers, free offers, manufacturer rebates, instant
rebates, in-store rebates, giveaways and clearance/close-out/retail liquidationAlthough
we are unable to honor Mr***’s request; Conn’s will match competitors
pricing when the requirements are meet under the Low Price Guarantee Policy
Mr*** may locate Conn’s Low Price Guarantee Policy by visiting *** for detailsIf
we may be of further assistance, Mr*** may contact customer service at
***
Kind
regards,
Dyeisha W***

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 proratedCancellation 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 ***

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
Sent: Thursday, March 05, 8:AM To: drteam Subject: What do I do if my payment on a resolved complaint has not been received in the allotted time? I had a complaint resolved with your assistance and it is now considered closedHowever payment the company issued as resolution has not been received and it is beyond the allotted time framePlease advise.
Regards,

Thank you for the opportunity to respond to *** ***’s additional commentsAs mentioned in our previous response, *** *** purchased a floor model refrigerator retailed at $for a discount price of $Upon delivery, *** *** refused delivery stating the refrigerator was not in the same condition as inside the storeWe were unable to locate another floor model refrigerator that was available at the discounted price offered however; the unit was still available to purchase as a new factory sealed item at the regular retail price of $*** *** was advised that we are unable to offer her a new factory sealed refrigerator for the same price as the floor she originally selected. Although we are unable to offer *** *** a new refrigerator for the same price as the floor model, Conn’s is willing to send *** *** a $gift card to be used towards the purchase of another refrigeratorWe sincerely apologize for any inconvenience *** *** experience during this process. 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 Sent: Monday, April 20, 3:PM To: drteam Subject: Re: Complaint case-*** 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 *** *** concerns. Conn’s has many data and privacy measures
in place when credit accounts are established.
We take the privacy and protection of our customers’ information very
seriously. We look forward to working
with
*** *** to resolve this matterThe account has been investigated by
our fraud department.
If *** *** has any further questions he will
need to contact our Fraud department directly at ***. Thank you,*** ***

Thank you for the
opportunity to respond to Mrs***’s complaint.We reviewed Mrs***’s’
complaint and found that her issue has been addressedWe show Mrs***’s
new ** washer was delivered and received in good order on 5/15/Upon
delivery, Conn’s delivery team installed the new
washer and confirmed the unit
held and drain water as it should
We sincerely apologize
for any inconvenience Mrs*** experienced as a result of delay
If we may be of further
assistance, Mrs*** may contact Customer Service at 1-877-358-
Kind regards,
Dyeisha W***

Thank you again
for the opportunity to respond to Mrs***’ concerns regarding account
#***. Mrs*** stated she made
a payment in the store in November, which was for October, and November’s
payment was supposed to be deferred
According to
our records, the payment processed on November 10, was returned by Mrs
***’ financial institution due to NSF Since this payment was returned, the
arrangements to defer the November payment were canceled.
New arrangements
have been scheduled and there have been no further collection attempts as of
December 19,
Again, we
value Mrs*** as a customer and appreciate her bringing her concerns to
our attentionThank you,*** ***

Thank you for the opportunity to respond to ***
***’ complaint. We researched ***’
complaint and found her issue has been addressed and resolved. We
appreciate *** bringing her concerns to our attention and
the matter has been
discussed with the person(s) involved to ensure this does
not happen again. As of ***, ***
***’ extended RSA coverage has been cancelled and a credit of
$*** has been processed to her Conn’s account. We ask that ***
*** allow 5-business days for the credit to post to her
account. We sincerely apologize to *** for the
experience and any inconvenience that has been caused regarding this matter
If we may be of further assistance, ***
*** may contact customer service at***
Kind regards,
*** ***

Thank you for the opportunity to respond to *** *** concerns regarding account #***. *** ***
stated we debited her checking account without her
permission
According to our records, *** *** had automatic
payments in the amount of $set up on our webpay
service. *** ***
will need to go in and cancel the automatic payment in order to stop the payment
from processing.
We are in the process of refunding the overpayment
amount of $Please allow 2-weeks for processing. The refund
check will be mailed to the address on file.
We value *** *** as a customer and appreciate her
bringing her concerns to our attention. If *** *** would like help canceling the automatic payment, she may contact our
customer service department for assistanceThank you,Cheryle S***

Thank you
for the opportunity to respond to Mr*** additional commentsOur records
show on 9/29/14, Mr*** contacted our Helpdesk department stating he is
still having issues with his tabletMr*** was informed he would need to
bring the unit in for service however; he refused service and requested an
exchangeAt this time Mr***’s tablet does not meet the qualifications for
an exchange; we will need to continue with repairsMr*** may bring his
tablet into his nearest Conn’s for repair needs
As a
gesture of goodwill, Conn’s is willing offer Mr*** a $credit to his
account for the inconvenience he has experienced during this process
If
we may be of further assistance, Mr*** may contact us at ***
Kind
regards,
*** ***

Thank
you for the opportunity to respond to Mrs***’s additional commentsMrs
***’s complaint has been escalated to upper management for further review;
Conn’s has agreed to void the original $concession that was offered on
the table and issue a refund for her delivery charge for $We have
submitted a check request for the refund to be mailed to Mrs***’s
residence; we ask to please allow 7-business days to receiveWe sincerely
apologize for any inconvenience Mrs*** experienced as a result of
delivery
If we may be of further assistance, Mrs*** may contact customer service at ***
Kind
regards,
Jana
***

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 do not accept the Response made by this business to resolve this complaint because I read the promotion letter and it did not list any item in the store as an exclusion from the 10% discount .The Promotion code is listed on both invoices and not honored on the second because of the Price reduction which is unfair tradeI will honor the contract that I have with Conn's but will discontinue to do business with a company that will not honor the advertisement that they send out to the public
Regards,

Thank you for the opportunity to respond to *** *** complaint. Our records show on 6/14/15, *** *** purchased a *** *** plush queen mattress that came with a limited manufacturer warranty and a *** queen foundation that came with a limited manufacturer warranty;
no additional *** coverage was purchased through Conn’s. *** *** elected to take his mattress and foundation from our Houston, TX location store 025. We researched *** *** complaint and found he contacted us on 8/20/15(two-months) after his purchase; stating he found bed bugs on his mattress. *** *** was informed bed bugs were not covered by the manufacturer warranty. At this time we are unable to honor *** *** request to return/exchange his mattress or credit his account. We are unable to conclude that the infestation did not occur after he picked up the mattress and the two months before she reported the issue. If we may be of further assistance, *** *** may contact our Customer Service department at 1-877-358-1252. Kind regards, Jana A***
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