Conn's Home Plus

Thank
you for the opportunity to respond to Mr*** complaintOur records show
on 8/17/14, Mr*** purchased an Asus Touchscreen Laptop with a 25-month
Repair
Service Agreement Plan
We
reviewed Mr*** complaint and found on 3/9/15; Mr*** brought in his
ac adapter to his local Conn’s stating the laptop would not charge however; the
technician notated that the laptop was also needed to accurately diagnose the
issue he was experiencing with the unitWe apologize for the miscommunication
Mr*** received regarding the items needed to complete the assessmentIn
attempts to expedite service, we contacted the manufacture in attempt to order the cord
without sending in the laptop but we were unsuccessfulThe manufacture
requires the product to be shipped directly to them in order to assess the
laptop as well as the power cord to determine the cause of failureAlthough
Mr*** purchased Conn’s Repair Service Agreement, the agreement is effective
during the terms of the manufacturer’s warranty and does not replace the
manufacturer’s warranty but provides certain additional benefits during the
term of the manufacturer’s warranty.
Mr*** has been
made aware that our Conn’s store locations are unable to assess and repair the
laptop locally; the unit must be assessed by a certified technicianMr***
may choose to bring his laptop and power cord to his nearest Conn’s to be sent
to service or he may contact the manufacture directly at *** to
receive information on shipping the laptop directly to them for serviceWe
sincerely apologize for any inconvenience Mr*** experienced during this
process
If
we may be of further assistance, Mr*** may contact customer service at ***
Kind
regards,
Kathryn
J***

Thank you for
the opportunity to respond to Mrs***’s concerns regarding account
#***. Mrs*** stated she was
promised a $gift card but she never received it. She also stated she would like the interest
removed from her account
According to
our records,
Mrs*** signed a 24-month retail installment contract on August
31, 2014. This contract did not qualify
for our 12-month no-interest financing offer; therefore, we are unable to honor
Mrs***’s request to remove the interest from the account
Mrs***
stated she was promised a $gift card and never received it. We do not have record of a gift card being
sent to Mrs***. We have processed
the request to have a $gift card mailed to Mrs***. She should receive the gift card within 7-
business days
We value Mrs
*** as a customer and appreciate her bringing her concerns to our
attention. We have attached a copy of
Mrs***’s contract for her recordsThank you,Cheryle S***

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

Thank you for the
opportunity to respond to *** *** complaintOur records show on 1/01/15,
*** *** purchased a *** dishwasher with a 36-month Repair Service
Agreement Plan*** *** dishwasher was delivered and installed by Conn’s
delivery team on 1/02/
After
further review and
research regarding *** *** complaint we found she contacted our Service
Department on 4/23/stating the dishwasher was leaving her dishes dirty and
was not dryingA service appointment was scheduled on 5/1/15; during
inspection the technician was unable to find a mechanical failure with the dishwasher
and reported the unit was up to manufacturer’s specificationWe researched the
model number associated with *** *** dishwasher and found based on the manufacture;
the dishwasher does have the capability to dry dishes as mentioned by the sales
representativeAs listed on the manufacturer’s website, *** dishwashers
are energy efficient units which do not have a conventional drying heater
However; the dishwasher uses condensation dry technology that uses ambient heat
inside of the washer from the hot water, along with air flow, to dry dishesAccording
to the owner’s manual some reasons the dishwasher might not dry dishes may
result from not using a rinse aid or the temperature of the water is too low
*** *** may visit the manufacturer’s website at *** or the owner’s manual she received at the time of purchase for
troubleshooting step to help ensure proper drying performance
We have no records
showing *** *** contacted us regarding any issues she was experiencing with
her dishwasher prior to receiving her complaintAs of 2/2/15, *** *** has
exceeded the 30-day time frame to return or exchange her dishwasherAt this
time we are unable to honor *** *** request; based on the technician’s
report the dishwasher is working to manufacturer’s specification
If we may be of further
assistance, *** *** may contact Customer Service at ***
Kind regards,
*** ***

Thank you for the opportunity to respond to **
***’s concerns regarding his accounts. **
*** stated his accounts were supposed to be combined; however, they were
not
We have
spoken to *** and instructed her to
return to the store to sign a replacement contract. We have also
contacted the store to ensure both accounts will be combine
properly. Thank you,*** ***

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, Not satisfied with this responseI did contact customer service. I inquired who to direct my complaints to and was told to check the state website for information that I would need. I never once spoke to anyone in legal though I sent a certified letter, faxed a letter, and mailed one, and never had any conversation though I tried with anyone about cs rep, who could help me. I have been unhappy since the purchase of this furniture. The quality is not good. The entire sectional would have to be replaced. It can not be repaired. If this is the final answer from Conn's, I will be filing a small claims suit requesting refund, return, reduction or exchange.Thank you, B***

Thank you again for the opportunity to respond to Ms***'s concerns regarding her grandmother's account. We are unable to discuss Ms***'s grandmother's account with anyone other than the account holder.
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 ***’s complaintOur records show on ***, *** purchased the *** Furniture *** Dark Brown living room set which consist of four pieces (sofa, loveseat, chair and ottoman all with a 48-month FurnitureGard Plan*** signed his
delivery ticket acknowledging all items were received in good order on ***. We reviewed ***’s complaint and found he contacted our service department on *** stating all four furniture pieces were sinkingA service appointment was scheduled on ***; during inspection the serviceman was unable to find any defects in the workmanship on all furniture pieces and reported each item was up to the manufacturer’s specifications. At this time we are unable to honor ***’s request for an exchange; based on the serviceman’s report ***’s furniture set does not meet the qualifications for an exchange under the Terms and Conditions of the manufacturer’s warranty or the FurnitureGard Plan. If we may be of further assistance, *** may contact Customer Service at ***. Kind regards, *** ***Customer Relations***

Thank
you for the opportunity to respond to Mr*** complaintOur records show
on 8/31/14, Mr*** purchased a Samsung 40” television and mount kit
totaling $and financed his account with GEMr
*** visited our Conn’s
store located in Brownsville, TX in attempts to take advantage of Conn’s
Price GuaranteeMr*** was informed he needed to supply an advertisement from
Best Buy in order for us to honor Conn’s Price Guarantee; pictures of a
display are not an acceptable form of advertisement and we do not honor
internet pricing We have reviewed
our competitors’ ads and did not find where the television was advertised for
a lesser amount and Mr*** has not provided an advertisement from the
competitor therefore, at this time Mr***’ purchase does not qualify for
the guarantee.
Conn’s
Price Guarantee states: “Conn’s promises for days (
days on digital cameras and camcorders) from the date of purchase that our
product prices are the best in townIf you purchase a product from Conn’s,
then ?nd a lower price of 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
difference”.
If we may be of further assistance, Mr*** may contact us at ***
Kind regards,
D*** ***

Thank you for the opportunity to respond to Mrs***' concerns regarding her account. We are in the process of closing the account. Mrs*** will receive a close out letter within days of the account closing. Thank you, *** ***

Thank you for the opportunity to respond to Mr***'s concerns regarding collection calls he has received. According to our records, the telephone number Mr*** provided was linked to a Conn's account in error. We have placed a cease communication on the telephone number
provided.We appreciate Mr*** for bringing his concerns to our attention and sincerely apologize for any inconvenience he may have experienced due to this matter. Thank you, Cheryle S***
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'));
})
});

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 inform me that the adjustable base was NOT returnableIf they had informed me of that I can promise that I would not have went through with the trialAlso, the delivery was not a "good" oneTerrible experience, the crew leader was rude and she did not haul off the old mattress that we hadWhile I was on hold numerous times, the hold music voice clearly states that Conn's WILL haul away our old MattressThe crew said they would think about it if we were "NICE" to themConn's has disappointed me and stressed me out to the fullest and they have no remorseI guess they just do NOT care about their customers and are only trying to get money out of usI will NEVER shop at Conn's again and I will be sure to tell even more people about my HORRIBLE experience with Conn's
*** ***

Thank you for the
opportunity to respond to *** ***’s additional comments. *** *** has been contacted and
her concerns have been addressed
If we may be of
further assistance, *** *** may contact our Customer Service Department
at ###-###-####
Kind regards,
*** ***

Thank you again for the opportunity to respond ***’s
concerns regarding her accounts.
As a onetime offer and a good-will gesture, we will
agree to combine *** ***’s accounts. *** ***
will receive the new contract via e-mail. We ask that
she review the contract and sign through our Docusign system to expedite the
process
We value *** *** as a customer and greatly appreciate
her bringing her concerns to our attention
Thank you,Cheryle S***

Revdex.com:
I have reviewed the response made by the business in r***rence to complaint ID ***, and have determined that this proposed action would not resolve my complaint I purchased *** Laundry Stackable 5-2-It was delivered 5-3-Attempted to use the appliance and the dryer began knocking and stopped workingContacted Service department5-4-tech came to site and advised was not able to fix and would need to be replacedTech contacted service department explained issue, rep advised would be approved for replacement in 72hrs and to go back into store to pick "different" appliance due to issues with *** StackableAlso advised damage my be due to having to lift appliance up multiple stairs5-5-I contacted *** rep in *** who assisted me and advised would be back in store to chose different applianceThe *** Store manager *** and rep *** were extremely helpfulStore manager *** attempted to contact the Corporate office numerous times between 5-5-till 5-12-with no successI then reached out to previous rep *** who assisted me with previous issue and on 5-16-11:25am I was contacted by *** *** *** who asked me to send pictures of the damaged exterior of the applianceI replied back by email on 5-16-11:37am and advised rep the exterior of equipment was fine and per the notes on the account by service tech and service department the appliance malfunctionedrep advised she would forward info to delivery managerI have contacted service department and corporate and each time advised someone will call backLast conversation I spoke with rep who advised she was from corporateI asked her to just come and pick up appliance and credit me backshe advised she would follow back up with meToday is 5-28th-and I still have not heard from Corporate or the Delivery servicePick up appliance and refund account back
Regards,

Thank you for
the opportunity to respond to *** *** concerns regarding account #***. *** *** stated he has received
collection calls on his account before the payment was due
According to
our records, *** *** signed a 32-month retail
installment contract on
March 6, 2015. His first payment was due
on April 17, 2015. We placed a courtesy
call to *** *** on April 14, 2015.
At that time *** *** called back and requested that he does not
receive courtesy calls on his new account.
On April 15,
a cease and desist was placed on the telephone numbers provided by *** ***. It typically takes up to
hours for a cease and desist to process and remove the telephone numbers from
the system. According to account notes,
*** *** has not received any additional calls since the cease and
desist was placed on his account
We value *** *** as a customer and appreciate him bringing his concerns to our
attentionThank you,*** ***

Thank you
for the opportunity to respond to *** *** additional comments. Our records indicate *** *** bedroom set
was delivered on 11/25/14. However we show
*** *** did not attempt to contact us until 12/03/14. The issue was not immediately reported and we
are unable to determine were the damages occurred therefore we are unable to
honor *** *** request. We appreciate
*** *** business with us and offered him the $gift card as a goodwill
gesture to use toward another comforter.
If
we may be of further assistance, *** *** may contact our Customer Service
Department at ***
Kind regards,
Kathryn J***

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
The company says that they did not receive my forms in the day period, however they mailed me a copy of my completed forms that were faxed to them I have completed the second set of forms and signed them electronically I received them yesterday, two weeks after the second refinance was discussedThe calls, emails, and letters are still continuing I was called times yesterday alone I have not received any hard copies of the forms, nor have I been told how much I need to pay this month
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
Clearly, this information is not correctI will submit my Sprint Bill when it becomes available to show how many times Conn's placed a call to me within the three day periodFurthermore, Conn's continues to ignore my request whether or not the proof of renters insurance that I had submitted so that the insurance balance is removed from my balance remaining.In addition, they have NOT returned any of my calls to corporate office that I made about said original complaint with being called multiple times, nor to my inquiry.I would like Conn's to apply at least a one month credit to my account for their continued insubordination, and horrible business practice.The customer service team is RUDEThat is NOT how you treat customers
Regards,

Thank you for the opportunity to respond to *** ***’ complaint. Our records show on 11/22/14, *** *** purchased a *** *** *** *** **” media chest with a limited 1-year manufacturer warranty. *** *** did not purchase
additional *** Coverage and elected to pick up her media chest from the local warehouse in Houston, TX; signed acknowledging her media chest was received in good order and that an exchange or concession would not be authorized for damages discovered after the model leaves the warehouse of store. *** *** contacted our service department on 11/25/14 three days after picking up her media chest; stating the unit doors were uneven. A service call was scheduled for 11/29/14; during the inspection the serviceman found the media cabinet frame was broken in half and appeared to have been dropped on concrete. We contacted *** *** on 12/05/14 and informed the damages reported were not covered under the Terms and Conditions of the manufacturer warranty. Therefore, we are unable to honor her request to return/exchange the media chest. If we may be of further assistance, *** *** may contact our Customer Service Department at***. Kind regards, Kathryn J***