Conn's Home Plus

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,*** ***
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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 purchased what I needed when I purchased the sectional if conns going to get another push button within hrs I might accepted it if it is up to my standard and as for as the TV they can have it back because I have already had to take it back to the store and have it replaced because it was no good so all they have to do is refund my money and remove there furniture and also you charged me for a year warranty separate from the price of the sectional,at this time you no longer carry what I need so I am asking you to pick up your furniture I have already checked your store and you don't have anything close to what I need and I am not going to continue paying for something that is no good to me
[Provide details of why you are not satisfied with this resolution.]
Regards,

Thank you for the opportunity to respond to ***
***’s concerns regarding account #***. ***
stated she made a payment through our web pay but it was not processed which
caused her to lose her no-interest financing
According to our records, *** attempted
to make
a payment through our online web pay service on December 2,
2014.
That payment was returned by ***’s financial
institution due to account number not found. ***
imputed her banking information incorrectly when making her payment through our
web-pay service.
Due to the error, ***’s cash option on her
account was voided.
As a one-time offer and a goodwill gesture, we
are extending ***’s cash option to allow her the opportunity to pay the
account balance in full this month (June 2015) without interest
If the account balance is not paid in full this month,
June 2015, the
cash-option will be voided and the accrued interest will be added back to the
account
We value *** as a customer and apologize for any
inconvenience she has experienced due to this matterThank you,*** ***

Thank you for the opportunity to respond to Mrs*** complaintOur records show on 10/04/14, Mrs*** purchased the Franklin
Trent lift recliner with a 48-month FurnitureGard Plan and delivery totaling
$
We received Mrs***’ complaint and found the Franklin
Trent
lift recliner she purchased was priced and retails for $We contacted
Conn’s located in Jackson, MS where Mrs*** made her purchased and
confirmed with the store manager that the recliner Mrs*** is requesting
to price match is a different model recliner than what she purchasedMrs
*** was educated at the time of purchase that we could not price match a
different model and if she would like to select another model, she would be
responsible for any difference in priceMrs*** was provided a copy of
her retail contract as well as a copy of her invoice which provides the model
number and price of the recliner she purchased
At this time we are unable to honor Mrs***’ request; no
further credit is due at this time
If we may be of further assistance, Mrs*** contact us at ***
Kind regards,
*** ***

Thank you for the
opportunity to respond to *** ***’s additional commentsOur records
show *** *** dropped off her TV on ***, stating there was a black dot
in the middle of the screen, we found her television was inspected by a Conn’s
technician on ***Upon inspection the technician found the television’s
panel was cracked which is not covered under the Terms and Conditions of the
manufacturer’s warranty. Our records do
not show there was a delay assessing her repair needs. Please note this service call was sin *** ***; *** was the first time *** *** had contacted
us regarding this TV since that service call was set-up. As previously stated we are unable to honor
***’s request for an exchange; *** *** did not have
accidental coverage on her television to cover the reported damagesAs of
***, *** ***’s manufacturer’s warranty has expired and she no longer
has coverage
Kind regards,
*** ***
Customer Relations

Thank
you for the opportunity to respond to *** *** complaintOur records show
on 2/8/15, *** *** purchased a GE refrigerator, electric range, dishwasher
and
disposal*** *** elected to purchase Conn’s Installation to install her
dishwasher and disposal
We
received *** *** complaint and found she was scheduled for delivery and
installation on 2/15/Our records show Conn’s delivery team was able to
install *** *** refrigerator and range however; the dishwasher and
disposal required additional equipment for installation therefore we were
unable to install at the time of deliveryOur records show we completed
installation on the dishwasher on 2/17/and 2/25/for the disposal
We
sincerely apologize for any inconvenience *** *** experienced as a result of
delayWe will mail *** *** a $gift card for customer satisfaction;
please allow 7-business days to receive
If we may be of further assistance, *** *** may contact
customer service at ***
Kind
regards,
*** ***

Thank you for the opportunity to respond to *** *** concerns regarding her accounts. *** *** stated she has received a negative credit mark in error.
According to our records, *** *** accounts
were in the middle of a refinance process when she
received the day credit
mark on account #***.
As a one-time exception and a goodwill gesture, we
are removing the credit mark due to the refinance being in process.
Please note, it may take the credit bureaus 30-days
to update their records to reflect the new information.
We value *** *** as a customer and sincerely apologize
for any inconvenience she has experienced due to this matterThank you,Cheryle S***

Thank you for the opportunity to respond to Mrs***’s
complaint. Our records show on
","serif"Times New Roman">4/04/15, Mrs***s purchased a *** *** (***) sleeper sofa
with a (48-month *** Plan). Mrs***s’ signed invoice
indicates at the time of purchase she acknowledged she was provided a copy of
Conn’s Return and Exchange Policy which states: No Returns/Exchanges on:Furniture, mattresses, décor & accessories
unless inspected by a Conn’s Service Technician and found to have a
manufacturer’s defect. Mrs
***s elected to have her sleeper sofa delivered; we show she signed her
delivery ticket and delivery receipt acknowledging her sleeper sofa was
delivered and received on 4/06/15in good order.
After researching Mrs***s’ complaint we found she contacted
us on4/19/15(13-days) after delivery was completed;
stating her son had an allergic reaction to the fabric on the sleeper sofa and
requested to have the unit exchanged. Mrs***s was reminded of the No
Return/Exchange Policy on furniture items. Mrs***s offered to send supporting
documents referencing her son’s reaction to the material; however as of5/21/15this information has not been received
After further review we found Mrs***s contacted our service
department on5/11/15; stating the material
in front of the sleeper sofa was coming off. Our records show Mrs***s was
scheduled for service on5/18/15. Upon
inspection the serviceman found the tack strip out. He placed the strip back in to repair the
sofa to the manufactures specifications
Kind regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that their response is skewed. The service person NEVER uninstalled the ice maker so there was no need for his report to reflect the ice maker was "re-installed". Nowhere in the report did he state that he was going to "order another ice maker" as he stated to me he would I did have another company repair my machine so I have resolved the issue myself and I AM DONE WITH CONN'S. The *** *** did call and offer apologies but I felt it too little too late since I had originally asked to speak to the *** *** when the complaint process began. Apparently I was given a PERSON without authority or company concerns at the top of their priority list. Please consider this case closed! Thank you for your response. *** ***

Revdex.com:
I have review** the response made by the business in reference to complaint ID ***, and have determin** that this propos** action would not resolve my complaint
Sent: Tuesday, December 16, 2:PM To: drteam Subject: Complaint #*** Please reopen the above caption** complaint, it has not been satisfi** nor completely address**. Conn's provid** information in their response to the complaint; it was for that reason we did not accept nor reject it. The same day Ms*** fil** the response she provid** claim information for a claim that was NEVER fil**, it was a claim number for a different issue being handl** by Conn'sI was given the wrong policy number and in turn fil** the claim against the wrong policy, thus having to start the claim process again, another delay. We are still being treat** with the same stall tactics we have been given since the damage to our floor occurr** 6/21/2014, nearly months agoWe do not have any contracts nor binding relations with the third party partners Ms*** mentions in her responseWe respectfully request this complaint be reopen** to continue the process towards resolutionBest,
Regards,

Thank
you for the opportunity to respond to Mr*** additional comments. We would like to apologize to Mr*** for the lack of communication and service delay he experienced.
We received Mr*** Revdex.com complaint on 9/29/14; however his exchange had already been processed on 9/26/14 due to the 30-day service repair
delay We appreciate Mr*** for bringing his concerns to our attention
this matter was discussed with the people involved to ensure it is not repeated
If
we may be of further assistance, Mr*** may contact Customer Service
Department at ***
Kind
regards,
*** ***

Thank you for the
opportunity to respond to Mrs***’s complaintMrs*** was contact** by
phone as request** through the Revdex.com. Mrs*** express** her concerns and
provid** the two estimates that had been forward** to Home Delivery Link. We do understand
Mrand Mrs***’s
frustration and typically this type of issue is address in a timelier manner
Bas** on the information we were provid** the claim was originally deni**
because the damage found was not consistent with damage normally cause by this
type of delivery Although we do not show the deliverymen conc*** that
they caus** the damage, the third party delivery company did request two estimates
Both estimates provid** by Mrs*** show they would be able to replace
the flooring with like product in the entry, living room, dining room and
kitchen
Until this point Mrand Mrs***’s damage
claim was being handl** by our third party partners Due to the delay**
processing Conn's has submitt** the damage claim to our insurance company to
handle The claim was submitt** to them today and can take up to hours
for an adjuster to be assign** I have provid** the insurance companies
information below. Once an adjuster has
been assign** Mrand Mrs*** will be provid** the adjusters name and
contact information
*** *** ***
***
Loss No***
Sincerely,
*** ***

Thank you for the additional opportunity to respond to
*** ***’s concerns regarding account #***. *** *** stated she
purchased a computer and a bed; however, the bed was not in stock. She signed a
replacement contract removing the bed and she kept the
computer
According to our records, *** *** signed a 24-month
replacement contract on July 25, 2014.
That contract stated the first payment was due on
September 4,
2014.
*** *** began receiving collection calls when her
payment became past due.
We will place a cease and desist on the telephone
numbers associated with *** ***’s account
We value *** *** as a customer and sincerely apologize for
any inconvenience she has experienced due to this matter

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 problem with Conn's is that NO ONE RESPONDS or answers any questions and until a formal complaint is made through the Revdex.comNo one takes responsibility for anythingI am a consumer and I have just spent a lot of money at your store and to be treated this way is ridiculous and having to force it out of you for a response If you wish to retain me as customer, your customer service needs to improve, your response time needs to improve, and your associates respect toward your customers need to improve.I want a formal apology in writing
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,
All of the requested in formation has been sent more than once to the legal departmentI have sent phone logs from *** and also sent a *** bank statement from the unauthorized debitIf we could stay on subject, I believe we could get closer to a resolutionThis has been ongoing with myself and Conns legal department for months nowI will be glad to resend the emails if needed however I believe, if we are not going to address the actual issues, this could be a constant waste of everyone's timeI have years in the finance industry and I am very aware of the consumer protection lawsConns is for a fact in violationThis is an attempt to get the company to acknowledge their unlawful acts and come to a resolution

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 reason I don't accept the resolution Conn's has provided is because it is NOT an accurate account of what transpired during the process of requesting to combine my payments! Looks like MrsS*** left out all of those many lies that transpired between the first Emailed document and the one in the mail! This is a battle of their word against mine! Why would someone keep telling me since January that they are working on another combined contract and I'm just finding out a document was mailed in December in January of 2016!!! I would like to escalate this complaint to their office in *** ***!
Regards,*** ***
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Thank you for the opportunity to respond to *** *** complaint
Our records show on **/08/14, *** *** purchased a *** *** ***
Queen mattress and a *** Queen box spring both with a limited manufacturer’s
warranty and received delivery on **/09/
We received
*** *** complaint and found she contacted our
Customer Helpdesk department on **/10/stating the mattress she received was
not the mattress she selected*** *** states she purchased a queen firm
mattress however; upon delivery she received a queen soft mattressWe
contacted *** *** on **/04/to discuss her concerns; during
conversation *** *** stated she returned to the store to get the correct
mattress delivered but was informed that the mattress she originally purchased
at $was tagged incorrectly and retails for $however; we could not
honored the price*** *** also stated that the 40” Samsung television
she purchased the same day was on sales for $however; after reviewing
her contract she notice she was charged the retail value of $
After further review of *** *** complaint we confirmed
with the *** *** that the queen firm mattress *** ***
originally elected was tagged incorrectlyAlthough Conn’s does list the model number on all price tags to
verify which model is available for the sale price listed, we have agreed to
honor *** *** request to receive the queen firm she originally select
for $Our records show at the time of purchase, the television *** *** elected was not on sales however; we currently have that model on
sale for $Conn’s is willing to honor the television for $as part
of our 30-day Price Guarantee*** *** will need to visit her nearest
Conn’s location to complete her purchaseWe sincerely apologize for any
inconvenience *** *** experienced during this process
If we may be of further assistance, *** *** may contact us at
1-8***
Sincerely,
*** ***

Thank you for the opportunity to respond to Mrs***’s additional comments. We spoke with Mrs*** on 2/26/15; during the conversation Mrs*** informed us her was still not functioning properly. Therefore, Conn’s has agreed to exchan** her washer. Mrs***’s new washer is scheduled to be delivered on 2/28/15. We sincerely apologize to Mrs*** for the experience and any inconvenience that has been caused. If we may be of further assistance, Mrs*** may contact our Customer Service Department at ***. Kind regards, Jana A***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]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 However
As I stated I did not authorized any payment to be drawn from my checking accountI would like to see that conversation transcript, the account became current after I complain to a supervisor over the phone
Thank You
***

We have reevaluated ***
previous service order that was cancelled and confirmed the phone number shown
on her Revdex.com complaint is the number that ** *** attempted to contact her on
prior to cancelling the service order.
(Please see attached)
Since our last response ***
contacted us on *** stating she received the parts; a service call was
scheduled for ***When the serviceman arrived he found the box with the
mechanism had been left on the outside of the house while it was raining. The mechanism had been wet and had rust
spots. Conn’s agreed to reorder the mechanism
and we confirmed *** received one box on *** and the other on ***
We show ** *** attempted to contact *** at *** on
***, ***, *** and *** and did not receive a response
therefore the service order was cancelled on ***
Although we are unable to exchange
***’ recliner we are committed to repairing her recliner. *** will need to contact our service department
at *** to schedule an appointment
If we may be of further assistance,
*** may contact Customer Service at ***
Kind regards,
*** ***