Conn's Home Plus

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 Coincidentally to this complaint being filed, Conn's has punished me by locking me out of the online payment/account system I cannot verify my payments are being credited, nor can I assure the improper late fees have been removed I will agree to the resolution once my access to my account online has been restored
[Provide details of why you are not satisfied with this resolution.]
Regards,

Thank you for the
opportunity to respond to Mr*** additional comments. Mr*** stated in his additional
comments that the display shown in the store has the same As imperfections. However, Mr*** elected to
purchase the furniture set. Mr
*** is unsatisfied with the design and comfort of his furniture. Comfort is a preference which is not guaranteed
and not covered under the Terms and Conditions of the manufacturer
warranty or Furnituregard. Mr
*** still has the option to purchase the additional pieces if needed. As mentioned Mr*** has been
informed on several occasions we are unable to honor his request for
exchange; Conn’s has a No Return/Exchange Policy on Furniture items
unless inspected by a Conn’s Service Technician and found to
have a manufacturer’s defect
If we may be of further
assistance, Mr*** may contact our Customer Service department at
1-***
Kind regards,
Jana A***
Customer Relations
8/14/
Complaint
Made several calls to Conns extended warrenty center and keep getting run aroundRepair man was told on ticket to call my phone at *** *** *** and he never doesHe calls one of several other numbers that the rep says is not even on the work orderthe problem the number they call is not
monitored ** ** *** isRepair man has made several trips to the home and orders a part with running diagnosticsthen he comes back and orders more parts as the one he ordered first did fix the Range/dish washerRepair is incomplete as dishwasher still not clean dishes and range does not light without a matchFlame on range is not adjusted corrently and is waisting gasWhen you call the service center you get transfered and then may get transfered backOne rep says one thing and then the service tek say something elseIt has been over a month and the reange and dishwasher is still not working correclty
Desired Resolution
I just want my dish wasger and range to work as it should and as conns promoted it when I bought iti paid a lot of money for the extended service and at this point it looks like I waisted my money
Consumer Business Dialog

Thank
you for the opportunity to respond to Mrs***s additional commentsWhen an
exchanged is approved, the old unit is returned and a new unit is receivedAs
mentioned in our previous response, Mrs*** was approved for an exchange to
re-select a refrigerator for up to $under the Terms and Conditions on
the RSA on 7/29/Mrs*** initiated her exchange on 9/13/and
re-selected a *** French door refrigerator that retailed at $and
elected to purchase an additional 48-month RSA Plan for $totaling
$The credit of $(plus taxes of $for old unit)
was applied towards the purchase of her new refrigerator and additional
warranty leaving a remaining balance of $
(the difference in price of the refrigerator
and warranty) that was financed on a separate accountMrs***s
original contract remains in effect because the *** refrigerator replaced
the ** refrigerator which still had a remaining balance, no changes are made in
the monthly payments owed
Mrs
*** currently has two open accounts with Conn’sThe account ending in is
for the *** refrigerator which replaced the ** refrigerator and the account
ending in is the difference in price of the *** refrigerator and additional
48-month RSA Plan that was financed; no additional credit is due
If we may be of further assistance, Mrs
*** may contact Customer Service at 1-877-358-
Kind regards,
Dyeisha W***Customer Relations
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Thank you for
the opportunity to respond to Mr*** concerns regarding account
#***. Mr*** stated he
returned to the store to receive a price match on the items he purchased, but
the new contract has not been processed
According to our
records, Mr***
signed a 32-month retail installment contract on November
5, 2014. This contract also included a
12-month no-interest financing promotion.
Mr*** stated he returned to the store on November 24, to take
advantage of a price match guarantee and he signed a new contract that reduced
the monthly payment and gave him a different due date.
As of January
21, we have not received the new contract from the store. We have contacted the store and they do not
have the second contract on file. Mr
*** did receive an invoice credit on his current contract on November 25,
in the amount of $for the price match guarantee. This invoice credit will not adjust the due
date or the minimum monthly payment due on the account each month. I have attached a copy of Mr***
payment history for his records.
As a one-time
offer and a goodwill gesture, we will remove the credit mark, reverse the late
fees, reinstate the no-interest financing and process a good-will due date
change if the 20th of the month is not convenient for Mr***
We value Mr
*** as a customer and sincerely apologize for any inconvenience he has
experienced due to this matterThank you,Cheryle ***

Thank you for the opportunity to respond to *** ***’
complaintOur records show on 10/09/14; *** *** purchased the *** *** *** furniture set which consist of three pieces (sofa, chaise, and ottoman)
with a 1-year limited manufacturer’s warranty*** *** delivery
was
scheduled and received in good order on 10/09/
We received *** *** complaint and found she contacted our
Customer Helpdesk department stating she did not receive the legs on her sofa
upon deliveryAfter further review and research, we confirmed that the legs
were not installed on *** *** sofa during deliveryWe attempted to locate
the correct legs for *** *** sofa
however; we were unsuccessful in our attempts to locate the legs locally
therefore, we placed a special order to receive the proper legsOur records
show there was a delay receiving the legs from the manufacturerOnce we
received the legs, Conn’s delivery team was scheduled on 11/24/to install
the legs on her sofa
We contacted *** *** on 12/8/to discuss her concerns;
during the conversation we confirmed *** *** legs have been properly
installed on her sofaAs a gesture of goodwill, Conn’s offered to refund *** *** delivery fee and credit a partial payment to her accountAs agreed
upon, we have processed a credit in the amount of $to *** ***’
account and the partial payment of $151.54; please allow 7-business for
credits to reflect on the accountWe sincerely apologize for any inconvenience
*** *** experience as a result of Conn’s delivery
If we may be of further assistance, *** *** may contact us at
***
Sincerely,
*** ***

Thank you for
the opportunity to respond to Mr***’s concerns regarding account #
***. Mr*** stated he made an
in-store payment towards his Conn’s account in October 2012. The payment was applied to a ** ***
account and he never received credit for the
payment
According to
our records, a $payment was moved from a ** *** account to Mr***’s
Conn’s retail installment contract on October 25, and Mr***’s
no-interest financing promotion was reinstated due to the error.
We have
attached a copy of Mr***’s payment history for his records so he may see
when the payment was credited to his account.
We value Mr
*** as a customer and appreciate him bringing his concerns to our
attention. Thank you,*** ***

"margin:0in;margin-bottom:.0001pt;text-align:
justify">Thank
you for the opportunity to respond to Mr***’s complaint. Our
records show on7/03/15, Mr*** purchased a
*** side by side refrigerator with a 24-month Repair Service
Agreement. Mr***’s signed invoice indicates at the time of purchase
acknowledged he was provided the Repair Service Agreement brochure and that he understood the coverage associated
with the covered product. Mr*** elected to have his refrigerator
delivered; which was completed on 7/04/
We researched Mr
***’s complaint and found he last contacted us on 11/17/15and11/19/15; statingthe unit was not dispensing
water and freezing up. After reviewing Mr***’s service history we
found both service orders were cancelled at his request. Mr***
contacted our service department and informed the representative the
refrigerator was working and service was no longer needed
Mr
*** was contacted on 11/24/15;
during the conversation Mr*** informed us that *** (the
manufacturer) replaced some parts a week prior and the unit was functioning
properly. We asked Mr*** if any further assistance was needed;
however he declined.
If
we may be of further assistance, Mr*** may contact our Customer Service
department at 1-877-358-
Kind
regards,
Jana
A***
12/25/
Complaint
We are receiving numerous, harassing collection calls from Conn'sThey are apparently trying to locate a "*** ***." My legal name is *** ***I am not the individual they are seeking; my name is not "*** ***." We have asked them repeatedly to stop these calls and to remove our
number from their systemThe calls are continuing and have become harassingSeveral days ago, my wife talked to a "supervisor," who assured her they would stop the callsThe calls continued today from an automated systemNeither my wife nor I have EVER purchased any item from Conn'sI do not believe we have ever been inside one of their storesIt's unclear how they associated our home telephone number with a "*** ***," but we want these calls stopped immediatelyWe are pursuing additional measures through the Texas State Attorney General's office, and hope this can be resolved without legal action against Conn's
Desired Resolution
We want no further calls or other contact from this businessI am not the individual they are seeking, have never made a purchase from Conn's -- but will be willing to take legal action if necessary to stop this harassmentI am NOT "*** ***" and do not have an account with Conn's!
Consumer Business Dialog

Thank you for
the opportunity to respond to Ms*** concerns regarding a Conn’s
account.
According to
our records, Ms*** is not a signer on the account she is inquiring
about. 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; therefore, we are unable to discuss the
account with anyone except the account holderThank 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. I originally complained about the horrible service and lack of interest from the store manager. Also, the sales rep selling and promoting information regarding their appliances.
Early ***, I specifically requested a washer and dryer that obviously washes and dries clothes extremely well, QUIET, steam, different loads sizes, doesn't use too much water and color. I knew exactly what I wanted and yet the sales rep sold me a product that is so noisy it is louder than my television. Mind you that the volume control is on 36. That's pretty loud and the washer and dryer is louder than that.
I tried over and over to contact a manager and the store manager and yet not once did he want or tried to take my calls or even return them. I have never received an apology from the Store Manager
I called the very next day from when I received and used my washer and dryer. I informed them that, the items I purchases is not what I wanted and they were very loud. I requested to have them exchange but the company wanted to charge me a 20% restocking fee
I felt this was completely wrong and I shouldn't have to pay for merchandise I was not happy with and was lied to by the sales rep. The sales rep assured me that the appliances I purchased had all the features I requested and that I was going to be very happy with them. The appliances were each over $***.
I express my concerns and told the customer service department that I was not happy with their terms. After several attempts to contact a manager both at store level and customer service I could never get it resolved.
The credit I received was because I chose to cancel the warranty; however I purchase another warranty with more years and less money. Conns didn't do a thing to resolve the issue. They didn't give me a credit. I requested the credit as it is my right to cancelled and receive full credit because I cancelled within the day period of purchasing the appliances
I will fulfill my commitment and pay the appliances; however, I will never ever purchase anything from this company. I am very displease with their services, hospitality and merchandise!
that t and the sales repProvide details of why you are not satisfied with this resolution.]Regards,
*** ** ***
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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
again for the opportunity to respond to ***’s concerns regarding his
accounts.
We have sent
*** a new contract through our Docusign system. Once we receive the contract back, we will be
able to process the contract.
***
has not received any negative credit marks due to this matter.
We value **
*** as a customer and sincerely apologize for any inconvenience he has
experienced due to this matterThank you,*** ***

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,*** ***

Thank you for
the opportunity to respond to ***’s concerns regarding account
#***. *** stated she made a
payment in the amount of $***on her account and the next day a draft in
the amount of ***was debited from her bank account
According to
our
records, we received ***’s payment in the amount of $***in cash
paid at store **. We do not show that a
payment of $***was debited from her checking account the next day. We have provided a copy of ***’s
payment history for her records.
If ***
believes this is an error, she will need to fax a full running bank statement
for us to research the payment further.
*** can fax that bank statement to *** for further
review.
We value ***
*** as a customer and appreciate her bringing her concerns to our
attention. Thank you,*** ***

Thank
you for the opportunity to response to Mrs***’s additional commentsAfter
further researching Mrs***’s complaint, we found the parts received to
complete repairs on the washer were missing an additional piece therefore;
Conn’s has agreed to issue an exchange on Mrs***’s washerOur records show
Mrs*** originally picked up her washer from our Conn’s located in
*** ** therefore; she will need to return the washer to her nearest
Conn’s location to initiate the exchange
We
sincerely apologize for any inconvenience Mrs*** experienced as a result of
service delayIf
we may be of further assistance, Mrs*** may contact customer service at
***
Kind
regards,
Dyeisha
W***

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
** *** did go to the store where the store mgr told her do not pay first he would email to push the consolidationThen on *** *** the asst mgr said corporate wants to redo the contractHere are my issues:1) You didn't even bother to notify meI had to notify you.2) Not only do I have a contract and a payment book you sent at end of November but on *** I even have a Thank you for your purchase letter that says what we agreed to(Attached)3) on *** a new Conns account was entered on my credit report--Does that not solidify a contract agreement?4) Now the first one is past due and in collections-- Why? I was under assumption of the consolidation and so were you guys. Resolution yes I want resolution and an apology! And how about a phone call from a person who has all the answers instead of being transferred from one person to another*** from Conns was supposed to be researching this matter but I still have yet received a call from herEverytime I talk to some one it is ALWAYS conflicting information. How about I pay first contract, you remove any derogatory mark on that accountAnd you guys can pick up the TV/soundbar/cable and retract the open new account on my credit reportThen we do not have to worry of a second contractAs a repeated customer to your store --you just lost one.
Regards,
***

Thank you for the opportunity to respond to *** ***’s
complaintOur records show on 10/11/14, *** *** purchased a *** *** *** Queen Mattress and *** *** *** Queen adjustable base both with
a 10-year limited manufacturer’s warranty*** *** delivery was scheduled
and
received in good order on 10/12/
We received *** ***’s complaint and found she contacted our
helpdesk department on 10/15/stating she was not satisfied with her mattress
and wanted to return the unit*** *** was informed that Conn’s has a No
Return or Exchange Policy on mattresses however; she could return/exchange the
mattress after 30-days in her home as part of ***’s *** 120-Night
In-Home Trail*** *** was also informed that the adjustable base she
purchased was excluded from the in-home trial period and she would not be able
to return or exchange the base
At this time we are unable to honor *** ***’s request to
return her *** *** *** adjustable base for a refund; this base is
excluded from the Night In-home Trail PolicyWe have included supporting
documents in our responseWe sincerely apologize for any inconvenience *** *** experienced
If we may be of further assistance, *** *** may contact us at
***
*** ***

Revdex.com:Thanks to Conn's for taking care of our problem! They credited us for the damaged loveseat and also the matching sofa and we were delighted to choose other furniture this week! We are also grateful that the repair company manager did agree that the loveseat was not repaired properly! In this day and age it is almost impossible to get true customer service from any company. Conn's has won our business for the rest of our lives! We will tell everyone we know about our positive experience with Conn's! Thank you also to the Revdex.com for assisting with our complaint. Respectfully,*** * *** *** *** *** ** *** ***
This letter is to inform you that Conns Appliance, Inchas carried out to my satisfaction the resolution it proposed for my complaint, filed on 4/20/12:00:AM and assigned ID ***
Regards,
5/9/
Complaint
Great Morning,
My name is *** *** and I reside at *** *** *** *** *** ** ***My telephone number is *** I'm complaining about Conn's customer service and product
On March 8th, I recieved a brand new GE digital Washer & Dryer and also a GE black refrigerator
Shortly after receiving this merchandise (to days later) it started leaking over my entire kitchen floorWe contacted the Service department at Conn's and it took about days to get a tech guy outThe tech guy came out and stated whomever installed the merchandise stripped the valve and it would need to be replaced(1st VISIT) It would also take about weeks to get the part delivered to my home and for the new scheduled appointmentI then contacted Conn's regarding this issue and was given a $gift card (which CAN NOT be used toward my bill or outside Conn's store- not failing to mention Conn's don't have nothing in their store for $dollars or close to it) and I accepted that because that's all they seem to be willing to offerNow two weeks later the new tech guy comes out to repair this valve on this NEW washer and NOW the NEW washer won't even turn on(2nd VISIT) This new tech guy states that the MOTHER BOARD needs to be replaced! THE MOTHER BOARD, doesn't mother mean the main factor of the washer? The NEW WASHERout the box in front of my home to weeks ago needs a NEW MOTHER BOARD! OKI now have to wait another week to receive a new part and another appointmentNow my bill is dueI attempted to call my local store, the customer service line and the corporate officeNo accommodations could be made toward or on my billI paid my entire bill without using my entire serviceNow today a new tech comes out to replace this BAD mother board to now it's something wrong with the motor(3rd/4th VISIT- Came out twice for the motherboard) I called Conn's and was immediately spoken to in a rude demeanorLike I tore the NEW washer upI asked if they would just replace the merchandiseI was then told, "One part has to break down times in one year to get a replacement or the tech has to state it's non-repairable." (While still making payments, missing work for repair people and going to my local laundry mat) A representative then stated AGAIN in a rude toneMrs*** you can either get it service or do a voluntary repossessionI then asked if they would just allow me to use a temporary washer until this is repaired and bring it back when it was fixedThat way I could be getting what I need while they are repairing what they needI was told they don't do that either, and she rudely repeated my options againI said well come get the washer because I refuse to keep missing work or making payments for something NEW to be wrong with your NEW washer every visitI was then hit with another whammythey will not come and get the washer onlythey will get all of my merchandiseFridge, Dryer and washer and charge a restorage fee and put the entire charge on my credit! FOR A BROKEN NEW WASHER!
I would just like for them to get this washer and replace it with the same model NEW WORKING WASHER; or get this washer and repair it on their on time and send me a temporary washer in the mean time so I can be comfortable paying my bill for what I wantedA WORKING WASHER
Desired Resolution
Unspecified
Consumer Business Dialog

Thank
you for the opportunity to respond to *** *** additional commentsBased on
the serviceman’s report and photos provided at the time of inspection on
1/17/15, the reported damage is typically caused as a result of sitting on the
edge of the bed which will cause the side to quickly wear downWe provided a
copy of ***’s warranty card with our previous response which includes details
regarding the coverage on their mattressesAt this time, the reported damages
to the mattress are not covered under the Terms and Conditions of the
manufacturer’s warranty; no additional credit is due to *** ***
We
have submitted a request to cease and desist communication on *** ***’s
account however; she will still be responsible for remaining balance on her
account.
If we may be of further assistance, *** *** may contact customer service at ***
Kind
regards,
Dyeisha
W***

Thank you for the opportunity to respond to *** *** concerns regarding his account. *** *** stated he is receiving collection calls before his day grace period is
up.
When the payment is late, we begin call attempts
as a reminder to ensure
payments will be made timelyIt is a
practice for our company to begin call attempts the first day the payment is
late
To prevent the calls *** *** has the option to pay on-line,
in his local Conn's store, by mail, or over the phone if it is more convenient
for him, before your due dateAdditionally, if *** *** pay date has
changed, he may benefit from requesting a change of his due date each
month. We ask that *** contact us
if he would find this beneficial.
According to our records, *** *** began receiving
collection calls on *** 5, since his payment was due on *** 4,
2014. Please note, Conn’s does not offer
a grace period on the retail installment contracts. When payment arrangements have been made, it
takes hours to remove the telephone number from the system to stop the
collection calls. We value *** as a
customer and appreciate him bringing this matter to our attentionThank you,*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***we were told by assistant manager *** ***, that a refund could not be processed in the store and that he would have to send an email to the corporate office requesting a refund and that within to days they would send us a check.we are willing to make one more attempt to get our refund in the store but we do not believe that they will honor itIf they could have processed a refund to our *** in the store why didn't they do that a month ago when we first requested it? if we are not satisfied with the outcome of our attempt to get our refund in the store we will file another complaint additionally we find it an inconvenience to be expected to return to the store, wait around for them to find the manager, if he's in, and then put up with their excuses and apologies while they dilly dally processing our refundwe don't actually find the solution very acceptable because it is a waste of our time and energy and resources but if this is all the store can manage we will make one more attempt
*** ***