Conn's Home Plus

Thank you for the opportunity to respond to Mrs***’ additional
comments. We have not been able to
confirm Mrs*** was told something contrary to the written policies which
were provided at the time of purchase.
Again, Mrs*** signed her invoice and contract confirming the
Sealy (Tropic Waters) mattress is the mattress she selected and
purchased. Therefore, we are unable to honor Mrs***’ request to
return/exchange her mattress
Kind regards,
Kathryn ***

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 need to make sure that the new washer will be delivered free of charge for the inconvience that we have incurred during this time It was not my fault that Conns cant service their equipment in a timely manner
[Provide details of why you are not satisfied with this resolution.]
Regards,

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,
*** ***

Thank you again for the opportunity to respond to *** ***. We have been in contact with her and received all the additional information needed to combine her accounts. We value *** *** as a customer and appreciate her bringing her concerns to our attention Thank you, *** ***

"margin:0in;margin-bottom:.0001pt;text-align:
justify">Thank
you for the opportunity to respond to *** *** complaint. Our
records show on 6/01/15, *** *** purchased a *** French door refrigerator with a (48-month
Repair Service Agreement), a *** *** *** dinette set which
consisted of nine pieces with a (48-month Furnituregard Plan) on all nine
pieces, a *** *** *** dinette set which consisted of five pieces with
a (48-month Furnituregard Plan) on all five pieces totaling $7133.39.
We show once *** *** purchase was complete he changed his mind and
cancelled the four *** *** *** dinette chairs from his invoice.
*** *** *** was refunded $leaving him a remaining total of
$6,527.27. We show *** *** signed his invoice indicating at the
time of purchase he acknowledged he was provided a copy of the Repair
Service Agreement and Furnituregard Plan brochure and that he understood
the coverage associated with the product(s). *** *** elected to
have his items delivered; we show his delivery was completed on
After
researching *** *** complaint, we found he faxed in a Repair Service
Agreement Cancellation Form on 6/04/15.
We show *** *** RSA coverage was cancelled on 6/16/15 and a credit of $was
initiated leaving him a remaining total of $5,812.96. Since *** *** purchase was made with his *** and not financed through
Conn’s credit; he needed to visit his local Conn’s to have the refund
processed to his ***. Our records indicate *** *** went into
his local Conn’s on 6/24/15 to complete the refund
transaction. We sincerely apologize for any inconvenience *** ***
experienced during this process.
If
we may be of further assistance, *** *** may contact our Customer Service
department at ***
Kind
regards,
Jana
A***
Customer
Relations
7/20/
Complaint
My washer has not worked properly for well over a monthWhen it stop working all together I made my first formal complaint on June 7th I had to wait about a week before any one could come look at itWe the repair man finally came several hours after the designated time, he said the washer
needed a part and leftI was not told when to expect him back, when to expect the washer to be fixed or anythingAfter calling the store located at *** * *** *** **getting the run around, then called the service center and help desk and I was finally told that the repair would be made on June 22ndThis is well over four weeks that I have been without the use of my applicance! I again was given the run aroundEach employee I spoke to was obviously unconcerned with my hardship and totally lacked any motivation from the value of my businessAfter calling the service center and was told by the supervisor that they would call me back in ten minuteshave not heard from her sincethen calling customer service and was denied to speak to supervisor or manger, I went to the store location AGAINI was told that I couldn't even return the machineI was told that this would reflect negatively on my credit report and that I would not recieve any monies back that I have invested in this applicanceI wrote a note for the manger to call me back once he got in the store the next day, which is today June 23rdIt is 1:25pm and I still have yet to speak to any concerned party from Conn'sI want to be refunded for the month that I have not been able to use my washer machineI want the machine repaired or replaced without cost or consequence to meWhen the representative in the store that I spoke to yesterday did look into the repair schedule, it said the part arrived on th 19th!!! I am furious that I still have to wait and the part has been sitting there!! I amm also livid because for the repair person to order a part on the 12th and I still have to wait is upsurd!!! If they really valued their customers, they would see how long I have been without the use of my appliance and expedite the delivery or make sure to get directly out when it arrivedThis is totally unfair and imcompetent of Conn's to neglect my needs as a customerI pay my bill on time EVERY monthI even pay an additional $+/- for repair service agreements and warranties and have not been able to use or recieve accurate service from them YET!!!
Desired Resolution
I want to be refunded for the month that I have not been able to use my washer machineI want the machine repaired or replaced without cost or consequence to me
Consumer Business Dialog

Thank you for the opportunity to respond to *** *** complaint
Our records show on */16/14, *** *** purchased a ** gas range with a
36-month Repair Service Agreement Plan*** *** requested delivery on */2/and signed her delivery ticket
acknowledging she received her range in
good condition
We received *** ***’s complaint and found she contacted
our Customer Helpdesk department stating the range was delivered with deep
scratches on the inside of the unit*** *** was asked to provide
photos of the reported damages; based on the photos provided it was determined
the reported damages was a cosmetic which is not covered by the manufacturer’s
warranty or the Repair Service Agreement Plan*** *** expressed her
dissatisfaction with the range and requested to return the unit*** ***
was advised that she could return or exchange her range within 30-days with a
15% restocking feeOur records show as of */22/14, *** *** elected
to return her range with a Return/Exchange fee and received a credit in the
amount of $to her *** Card use to make the purchase
At this time we are unable to honor *** ***’s request to
refund the Return/Exchange fee of $129.00; the range was received in good order
with no reported damages on the delivery ticket
If we may be of further assistance, *** *** may contact
us at ***
Sincerely,
*** ***

Thank you for the
opportunity to respond to ***’s complaintOur records show on 1/23/14,
*** purchased a *** 55” ** *** TV with a 49-month Repair Service
Agreement/ Accidental Plan which was financed on Conn’s Credit
We reviewed ***’s
complaint and found on
5/13/14, he contacted our Service Department stating the
screen on his television was cracked which may have been caused by his pet
Based on ***’s description regarding the damages, Conn’s approved an
exchange on 5/20/under the Terms and Condition of the RSA/ Accidental PlanAs
stated in the Terms and Condition of the RSA/ Accidental Plan once a product
has been replaced, the obligations shall be fully satisfied
Our records show we no
longer had the same model *** originally purchased therefore; he was
approved for an in-store credit to re-select a different television for up to $
which is the original amount he paidWe show on 5/22/14, *** re-selected
a *** 65” Smart TV on invoice (***)
for $and elected to purchase additional coverage for $
totaling $with taxesThe approved credit of $plus tax
($1416.98) was used towards the new television purchase which left a remaining
balance of $(the difference in price for the television and warranty)
that was financed on a separate account however; *** still had a
remaining balance on his original account*** was not charged the $
($with taxes) because it was originally financed during his initial
purchase on 1/23/Our records show *** signed a new invoice and
contract acknowledging he was aware of the product and charges associated with
his purchase
At this time we are
unable to honor ***’s request; he signed his contract and invoice acknowledging
he was aware of the charges and is responsible for both accounts*** may
cancel the insurance on his account by faxing a copy his homeowner’s or
renter’s insurance declaration page to ***Although *** original
warranty coverage has been satisfied he may still cancel the coverage on his
new television if he desires. ***
will need to submit his request in writing to ***
We have included
supporting documents with our response
If we may be of further
assistance, *** may contact Customer Service at ***
Kind regards,
*** ***

Thank you for the
opportunity to respond to Mrs*** complaintOur records show on 11/22/14;
Mrs*** purchased a *** refrigerator with a 24-month Repair Service
Agreement plan and received delivery on 12/01/
We received Mrs
*** complaint and found she
contacted our service department on 12/03/
stating her refrigerator was not cooling or freezingA service call was
scheduled with the manufacture on 12/6/however; Mrs*** contacted us on
12/08/stating no one showed up on the date of serviceMrs***
appointment was re-scheduled with a Conn’s technician on 12/9/15; the
technician found the compressor was not engaging and parts were needed for
repairOur records show on 12/15/16; we submitted a request for an exchange on
the refrigerator due to the unit failing within hours of receiving the
productOn 12/18/14; Conn’s approved an exchange on the refrigerator and Mrs
*** received her new refrigerator in good order on 12/19/
We attempted to
contact Mrs*** on 1/07/to discuss her concerns regarding the damages
reported to her wall however; we were unsuccessful in our attemptAlthough
there were no damages reported to Mrs*** home at the time of delivery,
Conn’s is willing to look further into this matterMrs*** will need to
provide pictures of the alleged damages for further investigationPlease
forward requested documents to [email protected]
Also, we have
submitted a check request for food loss in the amount of $which is the
maximum amount given on refrigerators due to functional failures; please allow
7-business days to receive the check in the mail
If we may be of
further assistance, Mrs*** may contact us at 1-877-358-
Sincerely,
Kathryn J***

Unfortunately,
we are unable to research Mr*** complaint with the information he has
providedWe attempted to contact Mr*** on 4/6/15, to research
his
concerns but we were unsuccessful in our attempt and left a voice message to
return our call
Mr
*** may contact us directly at *** for better assistance
Kind
regards,
Dyeisha
W***

Thank you for the opportunity to respond to *** *** complaint
Our records show on **/17/14, *** *** purchased a *** dishwasher with a
1-year limited manufacturer’s warranty*** *** dishwasher was delivered
on **/18/in good order
We received *** ***
complaint and found he contacted our
service department on **/21/stating his dishwasher displayed an error code
“OE” and there was a puddle of water at the bottom of the unitA service
appointment was scheduled for **/28/14; upon inspection the technician found
*** *** installed his dishwasher incorrectly causing the unit not to drain
and also found an object in the drain hoseThe technician removed the object
from the hose and connected the unit correctly; tested the dishwasher and the
unit tested ok
Based on the technicians findings, at this time *** ***
dishwasher does not meet the qualifications for an exchange. If *** *** is in need of service he may
contact our service department at ***
If we may be of further assistance, *** *** may contact us at ***
*** ***

Our records show on ***,
Mrs*** visited our store and selected a ***sung top load washer that
was on sale for $799.99. Her replacement
credit was $therefore, Conn’s has agreed to credit Mrs*** ** account
the difference of $454.63.
Once Mrs***’s new washer has been delivered the credit
will post to her ** account within 5-business days. We have attached a copy of her invoice
showing the credit that will post to her account
Sincerely,
*** ***

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 meI am very appreciative of the assistance in this matter

[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
***

Thank you for the opportunity to respond to *** ***’
complaint. Our records show on ***, *** *** made two
separate
purchases. *** *** purchased a *** *** *** cocktail
table set, a *** *** *** cocktail table set, and *** ***
furniture set on invoice ***. *** *** also purchased a Home
Stretch Maverick furniture set and received a free *** **” television on
invoice ***. *** *** elected to have her items delivered; her
delivery was scheduled for ***. Upon delivery
*** ***’ delivery requested for the delivery team to leave all items in their
original packaging
We show on ***, *** *** contacted
our service department regarding her end tables stating her end tables were
damaged. Upon scheduling *** *** for service we found she had relocated
to *** **. *** ***’ service appointment was scheduled through
a 3rd party certified provider; during the inspection the
serviceman found both end tables were cracked from the tables being crushed
together. The serviceman reported the end tables were non-repairable and
also notated the glass for the end table was never received as stated by ***
***. We spoke with *** *** and informed her that the reported damages
were not covered under the Terms and Conditions of the manufacturer warranty or
Furnituregard Plan. Please refer to Terms and Conditions Number (15) What
Is Not Covered: Letter (c) and Letter (q)
At this time we are unable to honor *** ***’ request to
return/exchange her furniture; *** *** delivery tickets were signed
acknowledging all items were delivered and received in good order. As
listed on the signed delivery ticket please thoroughly inspect your merchandise
for damage; an exchange or price concession will not be authorized for damage
discovered after the delivery. We are unable to determine when or how the
reported damages may have occurred after delivery was completed.
If we may be of further assistance, *** *** may contact Customer
Service Department at ***
Kind regards,
*** ***

Thank you for
the opportunity to respond to Mrs*** concerns regarding account
#***. Mrs*** stated she was
supposed to receive a 12% discount off damaged items she received and she was
supposed to receive 24-months no-interest financing
According
to
our records, Mrs*** signed a 32-month retail installment contract on July
21, 2014. This contract included a
12-month no-interest financing promotion.
Mrs*** also
received invoice credits totaling $1,On July 29, a credit in the
amount of $1,was credited to the account. On August 7, Mrs*** received two credits
on her account, one in the amount of $and one in the amount of $
Please note invoice
credits do not change the minimum monthly payment due on the account each
month. We have attached a signed copy of
the contract, the payment history, as well as the invoice credit for Mrs***’s
records
We value Mrs
*** as a customer and sincerely apologize for any inconvenience she may have
experienced due to this matter.
Thank 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
Nature of Complaint:Delivery Issues - No Detail ProvidedselectProblem:I called the warehouse in Dallas at *** on Saturday because I was told by the store in *** ***, Texas on 12-18-that they had put in a request to replace the recliner I wrote to you (reference #***)detailing a complaint against Conn's because they sent out multiple repair men to no availNow I received two calls from Conn's on 01/10/from 817-237-(LW store) and from the dispatch *** about they had trouble calling me and I would be scheduled for delivery on the very next day (01/11/2015) I was also called from the store indicating the very same informationNow on Sunday the delivery was expected between 2:30pm and 5:30pmI called the same number to the warehouse and the *** lady ensured me that the driver had one stop prior to mine and that he would be an hour later (this was at 6:38pm)On Monday I received an email after I contacted the corporate office in Houston stating that they were told that the dispatch attempted to call me but there was no answer (LIES).TranslateDesired Settlement / OutcomeDesired Settlement:selectDesired Outcome:I want to speak with a corporate manager about this poor customer services and unethical behavior by the warehouse dispatch departmentThis has gone on for over a full year and I'm still having issues with getting this expensive piece of furniture repaired or replaced
Regards,

Thank you for
the opportunity to respond to Mr***’s concerns regarding account
#***. Mr*** stated the
account should be closed and it is not
According to
our records, Mr***’s account is closed with a zero balance. We have attached a copy of
his payment
history for his records.
We value Mr
*** as a customer and appreciate him bringing his concerns to our
attentionThank you,Cheryle ***

Thank you for
the opportunity to respond to Mrs*** concerns regarding her account. Mrs*** stated she had a payment
returned; however she did not authorize a payment by check
According to
our records and recorded calls, Mr*** authorized a payment by check
to
process on November 10, 2014. That payment
was returned by Mrs***’ financial institution on November 18, 2014. This returned payment caused the account to
backdate and for the extensions offered to be rejected.
Mrs***
made a payment in the store on November 16, 2014. At that time we offered her extensions again
to bring the account current; however, a payment also had to process for
December in order to process the extensions.
The second payment was processed on December 23, 2014. As of January 6, the extensions have
been processed and the account is now current.
Mrs*** next payment will be due on January 13, in the amount
of $
We value Mrs
*** as a customer and appreciate her bringing her concerns to our
attentionThank you,Cheryle S***

Thank you for the opportunity to respond to ***
***’s additional commentsAs mentioned in our previous response, ***
*** returned to her local Conn’s on *** and agreed to add the
adjustable base to her existing contract*** *** signed her invoice and
a manual contract acknowledging she was aware of all products and charges that
was being added on her contract; no discount was listed on her contract or
invoice
We show on ***, *** *** contacted our
Customer Service Department stating she was suppose to receive a discount of
$on the adjustable baseHowever; *** *** was informed that we did
not have any records showing she was offered any compensation when adding the
base to her contract therefore were unable to honor her request We have included a copy of *** ***’s
manual contract and invoice for the adjustable base that was added to her
existing contract with our responseIf we may be of further assistance, ***
*** may contact us directly at ***Kind
regards,
***
***

We sincerely apologize to Mrs*** for the experience
regarding the delay. We confirmed Mrs
***s check was mailed via *** on 12/23/tracking # ***
If we may be of further assistance, Mrs*** may contact
Customer Service Department at ***
Kind regards,
*** ***