Conn's Home Plus

Our records show, as of
6/29/15, MrsT*** has not returned her notebook purchased with us or contacted
service to assess her repair needs. Mrs
T*** purchased a *** *** Touchscreen notebook with a 1-year limited manufacturer’s
warranty only. If repairs are needed it
would be under the manufacturer’s warranty.
Kind regards,
Kathryn J***

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,*** ***

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 MrsS***’s
complaint. We researched MrsS*** complaint and found her issue has
been escalated to upper management for further review. After reviewing
the ph***s provided Conn’s agreed to honor MrsS*** request to exchange
her
mattress; she was issued a credit up to the original amount paid which was
$699.99. Mrs*** will need to visit her nearest Conn’s location to
initiate her exchange and schedule delivery.
In regards to MrsS*** sofa we show her last service call was
placed on 3/31/15; stating she had a snag in the leather. A
service call was scheduled for4/22/15; during the inspection the serviceman found the
sofa had a tear on the left sectional seat cushion. Mrs*** had the
part available to be installed from a previous service order; however the
serviceman was not able to install same day due to additional time was needed
to complete repair. Our records show MrsS*** service was completed on 5/21/15; the serviceman installed a new seat core and cover.
At this time MrsS*** sofa does not meet the qualifications for
an exchange under the Terms and Conditions of the manufacturer warranty or the
Furnituregard Plan. If Mrs*** is in need of service on her remaining
furniture pieces she may contact our service department at 1-855-266-6349 to schedule an appointment
If we may be of further
assistance, Mrs*** may contact our Customer Service Department at 1-877-358-
Kind regards,
Jana A***

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,*** ***

Thank you for the opportunity to respond to Mr***’s additional
comments. Our records show on 3/03/15Mr
***’s information was submitted to the manufacturer for a repair review for
a possible exchange; however the manufacturer rejected the request and advised
the dishwasher did not meet the qualifications for an exchange under the terms
and conditions of the manufacturer warranty at that time and to proceed with service. The requested latch and latch connector was
ordered and was installed on 3/25/successfully We attempted to contact Mr*** on 3/30/
to confirm the dishwasher was still working properly but we were unable to reach
him at this timeIf Mr*** has any questions regarding the manufacturer’s
warranty coverage he would need to contact ** directly at ***
If we may be of further assistance, Mr*** may contact our
Customer Service Department at ***
King regards,
Kathryn J***

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***

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,
***

"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,*** ***

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
***
*** ***

Thank you for the opportunity to respond Mrs***’s
complaint. Our records show on 5/17/15, Mrs***
purchased a **
65” Ultra HD Smart 3D LED TV with a 49-month Repair Service
Agreement w/Accidental DamageMrs***’s signed invoice indicates at the
time of purchase he acknowledged she was provided a copy of the RSA &
ACCIDENTAL DAMAGE brochure and that she understood the coverage associated with
the product. Mrs*** elected to pick up her television from our
Corpus Christi, TX location store #**Mrs*** signed her invoice
verifying her item was received in good order. Our customers are given
the opportunity to inspect their product prior to leaving the store. Mrs
***’s signature on her pick up slip acknowledges that she thoroughly
inspected her merchandise for damages for an exchange or price concession would
not be authorized for damages discovered once the product leaves the warehouse or
store. Once the product has left the store we are unable to determine
when the damage may have occurred.
Mrs*** has been contacted and made aware she will need to
contact service to have her television assessed for further assistance.
At this time we are unable honor Mrs***’s request to exchange/return
her unit.
If we may be of further assistance, Mr*** may contact our
Customer Service at 1-877-358-
Kind regards,
*** ***

Thank you for
the opportunity to respond to Mr***’s concerns regarding accounts
*** and ***. Mr***
stated he has filed bankruptcy; however, we continue to call him
We have placed
a cease and desist on the telephone numbers listed on Mr
***’s
accounts. Please allow hours for the
cease and desist to be completed.
If Mr***
receives any additional phone calls after the hours, we ask that he contact
us directly so we may further review the matter
We value Mr
*** as a customer and apologize for any inconvenience he has experienced due
to this matterThank you,Cheryle S***

Thank you again for the additional opportunity to respond to *** *** concerns regarding account ***. The product purchased as well as the credit have to qualify for the no-interest financing promotions. In *** *** case, the product did not qualify; therefore, we are unable to comply with his request for 12-months no-interest financing. The television *** *** purchased would have had to have been over $to qualify for the 12-months no interest financing promotion. Again we are unable to add the 12-months no-interest financing promotion to the signed retail installment contractThank you,*** ***

Thank you for the opportunity to respond to MrsT***’s
additional commentsMrsT*** stated in her rebuttal that the bed
delivered was not the same bed selected in the store and that we did not
provide an opportunity to purchase additional support for the mattress or information
which would allow her to obtain the support needed
We have included in our response a copy of MrsT*** signed
invoice showing the model number selected at the time of purchase matches the
mattress that was serviced(See law label that was attached upon inspections.)
We have also included the link to our website showing the
standard queen frame that is available for purchase Model ***. http://www.conns.com/queen-bed-frame.html
You will see from the picture displayed the center support
needed to meet the manufacturer’s requirements as shown on the manufacturer’s
warranty card
Please note once proper support has been acquired it is
recommended that the mattress be rotated from head to toe degrees. This will allow the repositioning of the
support and may improve the comfort.
If MrsT*** mattress has been damaged due to the bed frame not
providing continuous support it will not be covered by the limited warranty
as stated on the warranty card
If we may be of further assistance, MrsT*** may contact
Customer Service at 1-877-358-
Kind regards,
Kathryn J***
7/10/
Complaint
I have to say that I have never been so displeased with a company in my whole lifeWe purchased warranties on all our furniture and electronic tablet back in August we have almost paid off the full balancewe have made claims on the furniture and Tablet only to encounter further damage to
our items by your repair techsadditionally repairs take a ridiculous amount of time to be completed meaning when a claim is placed it can take up to months for the repair to happenin some cases it's taken more than monthsin my opinion that is your attempt to run out the warrantyafter our SideRail needed repair the tech damaged our mattresswe have told you several times to no availadditionally the siderail was never repaired properly even after several attempts to have it looked at againour couch has needed repair since it is May and someone finally came out todayinstead of just repairing the sofa they damaged it with a huge hole on the inside exposing the wood frame and staples making it unsafe for our children to sit onwe are need our mattress replaced do to your negligence and now our sofa replaced do to your negligencea warranty should not be offered if you are not equipped or able to provide the servicewe are filing acclaim with the Revdex.com and the Texas attorney general officeadditionally we are considering further legal actionI need to be contacted by a general manager as soon as possible atI have we stood so much time and money dealing with connsI also have picture evidence of all the problems to the furniture due to the companies negligence
This is the above email I sent to conns in regards to the problems we're having
Desired Resolution
Replacement of mattress the tech damaged and sofa the tech damaged with the sane product as well as prompt repair of other outstanding items ongoing for several months
Consumer Business Dialog

I am sorry but I am not going to accept this response because it is not true!Conns fail to inform that Dinning set that I order was canceled by Conns and they did even care to inform me.I also want to bring up to your attention the one of your delivery guy come inside my house and disrespect my nanny and later myself when I walk in to ask them to remove the attachment of one of my sofa set.The part that should have been connect to from my lounge chair and the sofa is loose , I specifically order the end of the sofa for my child safety and when I ask to remove that he refuse .I said to the delivery guy if something happen to my son and he hit his head on that part I would not think twice to sue Conns his response was I don't care you will be dealing with Conns not him.The other guy end up taking this part of but he said you will have wholes on the sofa.I did agree with the resolution because my sons safety is my number one .However I also want to let you know that I did pay for warranty on my furniture ( and let me be honest it was not cheap at all ) and the sales guy said that if anything happen to my furniture it would be replace...When Conns finally contact me to address this issues I stated all this information and I request the update amount that I own with Conns because I really don't want to deal with them any longer.This information was not provide to this day...The store stated that they would adjust my charges and give me some credit but no one knows about this!!!The delivery that was informed that would not be charge were charged.The amount that I pay for the warranty on the furniture it's just another way to scam the customer because when comes the time to use they don't come up to their end . Also for all the ones interest on the Conns store and their furniture I would like to inform you that store manager told me that they are having issues to get the furniture so you buy the furniture but it is not sure that your purchase will be completed and if that happens your deal will be canceled and you will not even be informed.Way to go Conns , this was by far the worst experience that I could ever have...Thank you 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,

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 *** ***’
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,
*** ***

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 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,*** ***