Conn's Home Plus

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 *** *** 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 *** *** 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 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 *** ***’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,
*** ***

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,
*** ***

Thank you for
the opportunity to respond to *** *** concerns regarding account
#4***. *** *** stated he has
requested to cancel the insurance and the warranties on the accounts.
According to our
records, *** *** signed a 32-month
retail installment contract on June 18,
2014. That contract also included the
Repair Service Agreements on his merchandise as well as property insurance. We have attached a copy of *** ***’s
payment history to validate that the service agreements and the insurance have
been canceled and credited to his account
The invoice
credits applied will not reduce the minimum monthly payment due on the account
The next payment of $will be due on October 18,
We value *** *** as a customer and appreciate the opportunity to assist him with this
matter
Thank you,
*** ***

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 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 additional
commentsConn’s agreed to offer *** 10% off to keep the refrigerator
she reported damages although she signed her delivery ticket acknowledging she
received her unit in good orderWe appreciate *** business with us and
although we are unable to honor her request, Conn’s is willing to extend her
the option to return or exchange her refrigerator with a 15% restocking fee
*** has already received a check in the amount of $
for delivery delay
If we may be of further assistance, *** may contact us directly
at ***
*** ***

New Roman"">Thank you for the opportunity to
respond to *** *** complaint. We researched *** ***
complaint and found her issue has been addressed and resolved. Our
records indicate on 4/22/15 an
exchange was approved for *** *** to replace her *** *** lift
chair. We show *** *** elected the same *** *** lift chair
model (***) and as of 4/25/15 her
new lift chair was delivered and received in good order. 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 our Customer Service Department at ***
Kind regards,
*** ***
5/15/
Complaint
*** *** I bought a ** refrigerator months ago, paid cash & purchased the extended warranty from Conn,sMy refrigerator went down *** *** *** and is still downWe have had service tec's out to look at it, the last one that was here changed out the motherboard and told us if that did
not fix it they would have to order and change the compressorMy refrigerator has the "smart diagnostic" system that will tell you what is wrong with it, Conn's does not use that because their cell phone signal from their cheap phone will not pick the signal up from the refrigerator, I have run the diagnostic time now my self and the keep telling me mother board and compressor need to be replaced so today "MAYBE" they will come and do a seal test on the doors as they have not ordered a compressor yetIf I had purchased this appliance from BEST BUY they would have already replaced the refrigeratorSo needless to say "Burn me once shame on you, Burn me twice shame on meI will never buy anything from "CONN'S" again and for sure I will pass this experience on to as many as I canI was told when I bought the extended warranty that if something were to happen that the product could not be repaired in a reasonable amount of time they would just replace itI don't know what Conn's call reasonable but I am tired of living out of a ice chest for almost a month now, that is unreasonableYou took my money now its time for you to hold your end of the deal up
Desired Resolution
Replace this refrigerator
Consumer Business Dialog

Thank you
again for the opportunity to respond to ***’s concerns regarding his
account
On *** **, *** ***
called our automated system and obtained a payoff balance of $1834.68. On *** **, *** *** made a payment
of $1684.68. This left an outstanding
balance of $remaining on the account.
*** called out automated system again on *** **, *** and
*** **, *** and was notified both times that there was an outstanding
balance of $remaining on the account.
*** called the automated system once more on *** *, *** and
received a payoff quote of $because the account had begun to accrue
interest
*** financed a total of
$This included $for the product and $for property
insuranceHe paid $3183.06. The
insurance would have been prorated if he paid the account off with in the
12-month promotion; however he shorted the quoted payoff by $150.00. *** called the automated system on
several occasions after he submitted the payment for $and was aware
there was still an outstanding balance on the account
*** stated he faxed in a
copy of his homeowner’s insurance on two different occasions; however, we have
not received proof of insurance.
We are unable to process **
***’s request to reinstate the no-interest financing because the account
balance was not paid in full before the end of the 12-month no-interest
financing promotion

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,*** ***

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 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'));
})
});

Thank you again for the opportunity to respond to *** ***'s concerns regarding her account. We are unable to stop the charge-off process without a payment posted on the account*** *** stated in one of the recorded calls that she knew she was at least four months behind on the account. The only way to prevent the account from charging off is to accept the payment arrangements offered to her. This will allow *** *** the time she states she needs to locate the proof of payments. Thank you, *** ***

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***

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 ***’s complaint. Our records
show on11/07/13, **
*** purchased A *** *** sofa and recliner with a 48-month
Furnituregard Plan on both furniture pieces.
"background-image:initial;
background-attachment:initial;background-size: initial;background-origin: initial;
background-clip: initial;background-position:initial;background-repeat:initial">**
***’s signed invoice indicates at the time of purchase he
acknowledged he was provided a copy of the Furnituregard Plan and that he understood the
coverage associated with the product. *** elected to have his
furniture delivered; we show ***’s sofa and recliner was delivered on 11/08/
We
received ***’s complaint and found he contacted our service department
on three separate occasions regarding his recliner dated from 4/09/14, 7/04/14, and 9/29/14; stating the mechanism was
not working properly and the unit was hard to recline. After reviewing
***’s service history we found there was a delay getting the parts
needed to complete ***’s repair. Therefore, an exchange request
was submitted and approved on 11/26/14 under the Terms and Conditions of the
manufacturer warranty. We attempted to contact *** on several
occasions regarding his exchange approval; however the number that’s associated
with his purchase is not a valid number for ***. We contacted **
*** on 12/23/14 by the number which is located on his
Revdex.com complaint and he was made aware of his exchange approval. ***
was issued a credit up to the original amount paid which was $to
re-select a new furniture item. *** may visit his nearest Conn’s
location to initiate his exchange and schedule delivery. We sincerely
apologize to *** for the experience and any inconvenience that has been
caused as a result of delay.
If
we may be of further assistance, *** may contact our Customer Service
Department
Kind
regards,***

Thank you for
the opportunity to respond to *** *** concerns regarding account
#***. *** *** stated she
overpaid on the account because it was supposed to be a no-interest
account.
According to
our records, *** *** signed a 30-month retail
installment contract on May 9,
2014. This account included a 12-month
no-interest financing promotion. *** *** forfeited the no-interest financing promotion in November due to a
late payment. The payment was due on
*** *** *** and was not paid until *** ** ***.
The account
balance was accurate at the time *** *** called to pay the balance in
full. We have attached a copy of *** ***’ payment history for her recordsThank you,*** ***