Conn's Home Plus

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 ***
*** ***

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,In addition to the more than weeks to get the refrigerator replaced, we were not refunded the full amount that we paid for the defective item. They shorted us $20. Despite multiple efforts we could not get them to ok the actual amount due us on our bill of sale, which we brought with us. A salesman had to kick in the $or we would have gotten a letter. Lastly, we were issued a credit card WHEN WE DID NOT APPLY FOR ONE. We were lied to about this by the credit department as well as the salespeople.I want a letter reassuring me Conn's will behave in a forthright manner from no on. I want the letter signed by the CEO or the president. I don't want any money. I want everyone to know that Conn's will be a better business

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,
*** ***

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,
*** ***

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***

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 ***

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,
*** ***

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***

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

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 ***

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 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, *** ***

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,
***
***

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***

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,

*** *** has been contacted regarding his additional concerns
and Conn’s has agreed to exchange his washer due to the delay. *** *** was advised that he has a
credit of $*** to use toward a new washer; he will need to visit his
nearest Conn’s to reselect and schedule delivery
If we may be of further assistance, *** *** may contact
Customer Service Department at ***
Kind regards,
Sincerely,
*** ***

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 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,

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,
*** ***

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.]
In my numerous conversations with management at Conns, Jancee S*** District Manager, I was told that I was covered for replacement Never is "repair" mentioned (see attached email from her below):=========================================================================...⇄ S*** *** Mar at 5:06 PMTo***Message body***I'm sorry to hear we haven't started your property claim processThe form we emailed to you last week is the form you need fill out to get things goingI noticed you had the service department outThey are not the department that will be able to assist youYou will need to work with our insurance department. Insurance Fax Number: *** ***Insurance Email: ***Customers may contact the Conn’s Insurance Department at ***You are fully covered under our property coverage for theft, fire and floodThe process does take 2-weeks Once you fill out the forms and send in the proper information they can get the process startedIn the mean time you will need to keep your account current and up to date. I am out of the office until Friday but I wanted to make sure you knew I saw your emailIf you'd like I can call you thenAgain I apologize for any miscommunication and I know the waiting is not ideal but I am very glad you are covered so you don't have to spend any money out of pocket on a new set. Thank you,Jancee======================================================================...⇄ /> *** *** also told me that I should not have had to go this route in getting a technician sent, and that I had gone to the wrong department Everyone kept telling me I was in the wrong department Here I am entering my 5th week of trying to get this matter resolved, and no where even close.I called the *** *** and explained to the woman who answered my issue and she transferred me to Customer Service Customer Service said that I needed to speak with the Insurance Dept., the Insurance Deptthen said I needed to speak with someone in Service Warranty, Service Warranty said I needed to speak to Property Claim Damage, Property Claim Damage Dept, said I needed to speak with Fire, Theft and Floods dept, Fire, Theft and Floods department said I needed to speak to Risk Management I have also called several different Conns stores inquiring about how their property insurance works They have all said the same thing - I am covered for replacement Never once is the word "repair" used So they are telling the consumers one thing, and once a claim is filed, it's a totally different story The technician that came to my apartment said that his only job was to come to the apartment and take picturesHe specified that he was not making a report, it was up to his boss to determine I asked the technician what he thought he would do if these units were his He said "he would get rid of them, they're not safe" Need I say more? I would not feel safe in getting these repaired These are only months old.....and I shouldn't have to worry about such things The Maintenance Supervisor for my apartment building said that there is no way there was lint build up In fact, the technician said that the dryer was clean, and in his experience, he has seen lots of dryer that are filled with lent and can't understand how they didn't catch fire When I heard about the report, I called the technician because I had his number when he called to confirm coming to see the units The report indicates it was his theory that the fire started from the wall (which was opposite of where the dryer is located) I asked how he felt the fire came from the wall, when the dryer was on, and it would be the dryer to cause the heat.....how could he assume the fire started from the wall" His response was "hmmm, that's a good one, I didn't think of that" Seriously?The amount of time and effort it has taken me to work on this claim is unfathomable My stress levels are at a ridiculous amount I've had to take time away from work, I've had to take numerous lengthy conversations during work all with no resolve I'm not asking for anything that wasn't quoted to me when I purchased the insurance - which was replacement of the units in case of fire, theft, flood The bottom line is that the dryer caught fire - which cause both units to become inoperableThey are now considered a hazard If I'm fully covered as the email from *** *** indicates, what more needs to be said.I want either full replacement or all of the money I have spent on these units that I'm still paying for
3/28/
Complaint
This company misleads you into thinking that they are offering a "PAYOFF" for you accountJust last month I "Paid OFF" the "PAY OFF" amount on my accountThinking that this was an actual pay off close account never to deal with CONNs againOn 2/24/I paid and then called customer service to
confirm that my payment showed in the systemI also advised the agent that I "PAID OFF" my balance and would like to know that I would be getting a closed account letter in the mailThe agent verified and stated yes she had seen my payment and that I would get a "PAY OFF" letter in the mail to confirm the closed accountShe never once mentioned anything else on that call nothingabout a remaining balance or to even go over my account!! Today I went onsite because I have yet to receive my pay off confirmation letter and seen there was still a balance left scheduled to be paid Jan 14, 2017!?? WHAT IN THE WORLD HAPPENED? IF THE ACCOUNT SAYS PAY OFF IM TAKING THAT AS PAY OFF TO CLOSE AND be DONE WITH MY ACCOUNTWhy would you set up something like that and then show a balance after the PAY OFF was paid?? FRAUD FRAUD FRAUD!!! I will be also submitting a complaint to the Attorneys General office as wellI want an explanationThe agent confirmed MY PAY OFFI WANT CONNS TO HONOR MY PAY OFF AND CLOSE MY ACCOUNT!
Desired Resolution
FIX IT! CLOSE IT! MY ACCOUNT IS PAID OFFSEND ME MY PAY OFF LETTER!
Consumer Business Dialog