Conn's Home Plus

Thank you for the opportunity to respond to Mrs
***’ concerns regarding account #***.
Mrs*** stated she has paid her account, but she continues to
receive collection calls.
According to our records Mrs***
began receiving collection calls due
to a payment that were returned by her
financial institution due to NSF. We
have attached a copy of Mrs*** pay history for her records
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 lateTo prevent the calls Mrs*** has the option to pay
on-line, in her local Conn's store, by mail, or over the phone if it is more
convenient for her, before her due dateAdditionally, if Mrs***’ pay
date has changed, she may benefit from requesting a change of her due date each
month. We ask that Mrs*** contact
us if she would find this beneficial.
Please note, when payment arrangements have been
made, it takes hours to remove the telephone number from the system to stop
the collection calls.
We value Mrs*** as a customer and appreciate
her bringing her concerns to our attentionThank you,*** ***

Thank you again for the opportunity to respond to Mr***'s concerns regarding his accountMr*** has not provided any additional information as to why he was not satisfied with our original response.As stated, Mr.***’s last two payments he submitted through e-bill have been returned by his financial institution due to NSF. The payment submitted on January 2, was returned on January 16, and the payment processed on February 1, was returned on February 18, 2015. The amount past due this month is $24.16. We have not attempted to process a payment for this amount due to the fact that Mr*** makes his payments through his e-bill system. Therefore, Mr*** will need to speak with his financial institution regarding any NSF fees he has receivedMr*** will need to provide a copy of his full bank statement for further research to be done.Thank you,Cheryle S***

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 ***

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,

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,
I do not feel like Conn's addressed my situation their subcontracted delivery people were the ones responsible for the additional damage to my refrigerator that I purchasedConn's accepted no responsibility for the safe delivery of my purchase which I paid them forI received no compensation for the further damage to my itemOnly sorry about your luckThe representative made no mention of this additional damage to my purchase in the responseThey try to make it sound like it is my fault and they had no responsibility in safely delivering my purchaseI do not accept the responseThis is poor Customer Service

Thank you for
the opportunity to respond to Mrs***’ concerns regarding account
#***. Mrs*** stated the
insurance on the account should have covered five payments and she is not
behind on her account; however, she continues to receive collections calls
According to
our records, Mr*** signed a 32-month retail installment contract on
November 26, 2012. This contract included
unemployment insurance as well as credit life and disability insurance. Mr*** began receiving insurance
benefits that paid the minimum monthly payment on the account on June 27,
This payment included payments for May and June 2013. The insurance benefits paid a total of five
months while Mr*** was unable to work.
We have attached a copy of the payment history for Mrs***’
records. We have reversed the $in
late fees that and the credit marks that were assessed on the account in error
during the time that the insurance was paying the minimum monthly
payments.
Mr***’
account has been credited for all the insurance payments received on the
account as well as the late fees assessed in error; however, the account
remains past due. The next payment was
due on the account on April 26, in the amount of $136.46. We received a payment on the account on April
21, 2015; however, this payment credited the account for March 26, 2015.
We value Mrs*** as a customer and
appreciate her bringing her concerns to our attention.Thank you,Cheryle S***

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***

Thank
you for the opportunity to respond to Mrs***' complaintOur records show on 5/27/13; Mrs. *** purchased a *** Heat and Cool
air conditioner with a 24-month Repair Service Agreement Plan
After researching Mrs***' complaint, we
found her issue has been
addressedOn 2/5/15; Conn's approved an exchange on
her unit due to the delay receiving the parts to complete repairsOur records
show on 2/19/15, Mrs*** new *** Heat and Cool unit was delivered and
installed by Conn's delivery teamWe sincerely apologize for any inconvenience
Mrs*** experienced as a result of service delay
If we may be of further
assistance, Mrs*** may customer service at 1-877-358-
Kind regards,
***
***

Thank you again
for the opportunity to respond to *** *** concerns regarding his
refund. *** *** stated he has not
received his refund check yet
We asked that
*** *** allow 10-business days for us to process the refund and mail the
check. TheThanksgiving holiday delayed
the process by one day.
*** ***
check was mailed out via *** on December 10, 2014. Thank you,*** ***

Thank you for
the opportunity to respond to Mrs***’s complaintOur records show on 6/24/11, Mrs*** purchased
the *** *** Reclining sofa and loveseat and purchased a 48-month
FurnitureGard
Plan on both products
We
received Mrs***’s complaint and found she contacted our service department
on 1/19/15stating the loveseat has a small tear on the lower section
However; Mrs*** did not indicate that the reported damage occurred as
result of an accidental damage during her initial service callA service
appointment was scheduled on 2/4/15; during inspection the
serviceman found a tear on the right seat cushion and submitted the information
to our furniture claim specialist for reviewAfter further review of the
serviceman’s finding and photos provided, it was determined that the reported
damages shows signs wear and tear to the fabric from everyday useMrs
***’s furniture claim was denied under the Terms and Condition of the
FurnitureGard Plan Section (13) What Is Not Covered
At
this time we are unable to honor Mrs***’s request; the reported damages (as
shown in the picture attached) are not covered under the Terms and Condition of
the FurnitureGard Plan
If we may be
of further assistance, Mrs*** may contact customer service at1-877-358-
Kind
regards,
Kathryn J***

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,*** ***

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
They said they have given the discount which is the % and said they took off insuranceThey state that my pay off cash balance is now which would be correct
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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***

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

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 concerns regarding account #***. *** *** stated she paid the account in
full; however, it is still opened.
According to
our records, *** *** signed a 32-month retail installment
contract on
*** ** ***. That contract included
a 6-month no-interest financing promotion.
On *** *** ***, *** *** called our automated system and
obtained a payoff balance of $***.
*** *** made a payment on *** *** *** in the amount of
$***. This left an outstanding
balance on the account of $***
On March 2,
a letter was mailed to the address on file for *** *** letting her
know that there was an outstanding balance left on the account and her
cash-option was about to expire.
As a one-time
exception and a goodwill gesture, we will reinstate the cash-option, remove any
negative credit marks, reverse late fees and close the account.
Please note, it
can take 7-business days for us to make the above corrections on the account
and for the account to close and it may take the credit bureaus 30-days to
update their files.
*** ***
will receive a close-out letter within business days of the account
closing.
We value *** as a customer and sincerely apologize for any inconvenience she has
experienced due to this matter

Revdex.com:
I have contacted the number to schedule a pick up for refundI spoke with "***" in customer service and was told if I returned the washer it would negatively effect my credit report as it would not fulfill the contractShe also told me I could pick another washer with store credit, or exchan** for the ***eI would also like to point out a ***sung certified technician came out (sent out from ***sung) and reported the lock and mechanism was broken by the technician sent out by ConnsI have sent you the work orders with his name and numberHe said he is willing to take your call and report what he sawAs far as ***sung is concerned, they told me they do not replaceThey only repairSo, I am not sure why ***sung would need to approve a return when they do not replace merchandise.
I feel bullied into doing business with ConnsThis has negatively impacted my family and I have nothing to gain by storing a unusable washer in my homeThe money and time spent on washing clothes at a outside facility has far exceeded $Plus, the dama** caused by this washer to my floor will be another expense I can not affordWe were forced to wait for repairs that took two weeks between each I don't believe my request for a refund is unreasonable after this negative experienceYour records do not show all the in store visits or numerous phone callsI was ignored and left at the mercy of your system.
As of now, the washer is still broken and in my wash roomI have eight children and two adults to wash for and this has been unnecessaryI received a lemon.
I don't believe being sold a lemon and requesting a refund is a reason to negatively effect my credit score.
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,
*** ***

Thank you for the opportunity to respond to *** *** additional comments. After reviewing *** *** service history and escalating her issue with upper management; Conn’s has agreed to honor her request and exchange her *** 70” TV. We attempted to contact *** *** on 5/11/15 to discuss her concerns, but we were unsuccessful in our attempt. *** *** has been issued a credit up to the original amount paid which was $2,to re-select a new TV because the original model is no longer available. *** *** may visit her nearest Conn’s location to initiate the exchange. 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, Jana A***
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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
*** ***

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,*** ***