Conn's Home Plus

*** *** 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,
*** ***

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

Thank you for the opportunity to respond to Mr
*** concerns regarding account #***. Mr
*** stated he should have had 12-months no-interest financing on his
purchase
According to our records, Mr*** signed a
30-month retail installment
contract on December 7,
2014.
Although Mr*** credit qualified for the
no-interest financing promotion, the product he purchased did not meet the
minimum price point to qualify for the no-interest financing
promotion.
We have attached a copy of Mr*** signed
contract for his records.
We value Mr*** as a customer and
appreciate him bringing his concerns to our attention. Thank you,Cheryle S***

Thank you for the opportunity to respond to *** ***
complaintOur records show on */29/14, *** *** purchased a **” *** television with a 49-month Repair Service Agreement Plan and elected to pickup
*** television from our ***, TX location
We received *** ***
complaint and found she contacted our
service department on **/06/stating t***e were vertical lines in ***
televisionA service appointment was scheduled for **/11/14; upon inspection
the technician found parts were needed for repairOur records show t***e was a
delay receiving the necessary parts to complete repairOnce we received the
parts *** *** was scheduled service on **/11/14; the technician installed a
new panel and tested the unit; unit tested pk.
At this time *** *** television does not met the qualifications for
an exchange; repairs have been completed on the unit
*** *** was contacted by our *** *** and confirmed ***
television has been repaired and is working properly. She mentioned the TV stand that was purchased
did not fit *** TV and they she didn’t feel she should pay the difference for a
bigger stand due to the error*** *** has informed us that she no longer needs the stand and has mounted the
TV to the wall. Conn’s has agreed to
pick up the television stand and issue *** *** a full credit of $227.2* to
*** Conn’s account
We sincerely apologize for any inconvenience *** ***
experienced as a result of *** ***
If we may be of furt*** assistance, *** *** may contact us at
***
Sincerely,
*** ***

Thank you for the opportunity to respond to *** ***
complaint. We attempted to contact *** *** on 2/25/regarding her
exchange approval and delivery, but we were unsuccessful in our attempt.
*** *** is scheduled to receive her new dryer on Friday,
","serif"Times New Roman">February 25, 2015. We sincerely apologize to *** ***
for the experience and any convenience that was caused as a result of the delay
in processing her exchange.
If we may be of further assistance, *** *** may contact
Customer Service Department at ***
Kind regards,
*** ***

Thank
you for the opportunity to respond to *** *** concerns regarding account
***. *** *** stated he was
given an extension on his account and the extension was not processed
correctly. He would like the account
fixed and the credit marks removed
According to our records, *** *** signed a 36-month
retail installment contract on *** *** ***. He has
received a total of extensions on the account for a total of additional
months.
All extensions offered to *** *** were processed
correctly.
We have attached a copy of *** *** payment
history showing the extensions for his records
We obligated to report factual information to the credit
bureaus; therefore, we are unable to remove credit marks *** *** earned on
the account.
As of *** ** *** the payoff amount is $***. Please note,
the payoff amount is updated daily. We ask that *** *** call for an
up-to-date payoff quote on the day he plans to submit the
payment
We value *** *** as a customer and appreciate him
bringing his concerns to our attention. Thank you,*** ***

Thank you for
the opportunity to respond to *** *** concerns regarding her
account. *** *** stated she wanted
her balance cleared and her account closed
As a one-time
offer and a goodwill gesture we are in the process of closing ***
***
account. Please allow 7-business days
for the account to close. Once the
account is closed, *** *** will receive a close-out letter in the mail
We value *** *** as a customer and appreciate her bringing her concerns to our
attention.Thank you,*** ***

Thank you for the opportunity to respond to *** ***’ complaintAfter further review, Conn’s has agreed to
honor *** *** request to return her furniture
set and cancel her account
We confirmed with the manager that *** *** has returned her merchandise
back to Conn’sAs of 2/17/15, we have submitted a request to issues a full
refund in the amount of $to close *** ***’ accountWe sincerely
apologize for any inconvenience *** *** experienced during this process
If we may be of further assistance, *** *** may contact customer
service at ***
Kind regards,
*** ***

Thank you again for the opportunity to respond to Mr
***’s concerns regarding his accounts. Mr***
is requesting a copy of the new contract be mailed to him once it is
complete
We will provide a copy of all the contract information
to Mr*** once the process is complete. We are
unable to offer him a discount on his retail installment contract due to the
phone calls he received.
Our records currently indicate the next payment is
not due on Mr***’s accounts until January
Mr*** requested that the credit inquiry be removed and we complied with that request on December 5, 2014. Please note, it may take 30-days for the credit bureaus to update their information regarding the inquiry
Again we value Mr*** as a customer and appreciate
him bringing his concerns to our attention. Thank you,Cheryle S***

Thank you for the opportunity to
respond to Mrs***’s complaint. Mrs*** has been
contacted and her issue has been addressed. Mrs*** was made
aware her
warranty has been cancelled and credited to her account and the purchase
price of $has been approved for an exchange or credit. We
sincerely apologize for any inconvenience that Mrs*** has experienced
during this process.
If we may be of further assistance,
Mrs*** may contact our Customer Service department at 1-***
Kind regards,
Kathryn ***

Thank you for the opportunity to respond to Mrs*** additional
commentsMrs*** elected to purchase a 48-month Repair Service
Agreement Plan with Conn’s for her refrigeratorThe Repair Service Agreement
begins on the date the merchandise is received which was on 10/12/and ends
at the end of the term or if the policy is cancelled for any reasonAlthough
Mrs*** insist she has never used the Repair Service Agreement Plan, she
had coverage on her refrigerator for all necessary repairs or replacements of
covered products and product parts from 10/5/until she elected to cancel the
plan on 10/09/As previously informed, the Repair Service Agreement Plan
states, if the plan is cancelled after 30-days you will receive a pro-rated
refund based on the time expired from the date of this Agreement as a percentage
of the total term of this Agreement, less a twenty-five dollar ($25)
cancellation fee or ten percent (10%) of the purchase price of this Agreement
(whichever is less), less the cost of any claims paid under this Agreement
Mrs*** has received a pro-rated refund in the amount of
$based on the time she had coverage on her refrigerator; no additional refund
is due to Mr*** at this time
If we may be of further assistance, Mrs*** may contact us at ***
*** ***

Thank you for the
opportunity to respond to *** *** complaintOur records show on ***,
*** *** purchased a ** French Door refrigerator with a 48-month Repair
Service Agreement Plan
We reviewed *** ***
complaint and found he contacted our service department on ***
stating his
refrigerator was not cooling or freezingOur records show on ***, Conn’s
agreed to issue an exchange under the Terms and Conditions of the Repair
Service Agreement due to there was a delay receiving the necessary parts to
complete repairsWe no longer have the same refrigerator *** *** originally
purchased therefore; he was contacted and made aware that we will issue an
in-store credit of $(original amount paid) to re-select another
refrigerator that meets his expectations*** *** may visit his nearest
Conn’s location to initiate the exchange
We sincerely apologize
for any inconvenience *** *** experienced as a result of the service delay
We have also attached a copy of our food loss claim for *** *** to submit if
any food was loss as a result of the refrigerator malfunctioning.
If we may be of further assistance, Mr. Rolan
may contact Customer Service at ***
Kind regards,
*** ***

We spoke with Mr***s today regarding this dispute and have come
to an agreement that will address his concerns
Kind regards,
Kathryn James

Thank you for
the opportunity to respond to *** *** concerns regarding account
#***. *** *** stated she
should have had a cash-option promotion on her account
According to
our records, *** *** signed a 32-month retail installment contract
on
October 1, 2013. There was supposed to
be a 12-month no-interest financing promotion on the account. We submitted a manual cash-option to correct
*** *** contract.
*** ***
was made aware that when a cash option promotion is calculated manually, She
would need to call in for the manually calculated payoff before the cash-option
ends on October 7, 2014.
*** *** is
also stating her account should be paid in full. *** *** paid a total of $and her
cash option amount is for $3093.21. This
leaves an outstanding balance of $that will need to be paid before the
cash option expires on October 7, 2014.
*** ***
stated she was not aware she had insurance on the account. We have attached a copy of *** *** signed contract showing that she signed and accepted the insurance as well as
the General Information Page explaining the terms of the insurance

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,
Most of your response is true but didn't finish, after that last technician came to my house they made a mistake and did the report on the wrong mattress so they send another technician and after that last one you gave me an excuse saying that sinking is not cover by the warranty and also I know you mentioned a stain on the mattress I purchased a cover at the store with my mattress to prevent that to happen so it shouldn't have stain on it but is not a significant stain so if the problem is the stain what you sold to me is fraud cover I need you to fix my problem I don't need excuses

Thank you for the opportunity to
respond to Mr***’s concerns regarding account #***. Mr*** stated he has paid his account two
months in advance; however, we have billed him for $
According to our records,
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 received
We have attached a copy of Mr
***’s payment history for his records.
We value Mr*** as a customer
and appreciate him bringing his concerns to our attention. Thank you,Cheryle S***

Thank
you for the opportunity to respond to Mrs***’s concerns about credit. Mrs*** stated she was denied credit when
she attempted to purchase a new mattress.
According to our records Mrs*** was approved for
$on November
28, 2014. Mrs
*** signed a 30-month retail
installment contract at that time purchasing $1765.50. As of November 28,2014, Mrs*** still had
available credit
However, on 12/17/2014, Mrs*** applied for additional
credit and was declined at that time,
indicating that her credit worthiness had changed from her previous application
in November.
Mrs*** will receive a letter in the mail within
business days explaining why the credit application was declined. If she
should have any additional questions, she may contact the toll free number
listed on the letter for additional information
We value Mrs*** as a customer and appreciate her
bringing her concerns to our attention.Thank you,Cheryle S***

Thank you again for the opportunity to respond to ***'s concerns regarding a refund. *** has provided the additional information needed.As a one time goodwill gesture, we are in the process of refunding the payment of $***authorized by *** on *** *** ***. Please allow 7-business days to process the request. 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
[Provide details of why you are not satisfied with this resolution.]
Regards,
Conn's has continued to refuse to honor their word of their managers, and customer support agents and will not do what they said they will doAt this point I am not sure what else I can doThey are not reporting true information to the credit companies as it is IMPOSSIBLE to be days late on any of the payments I made, especially the February's payment, when it was made March 5thThat is NOT days late. I have attached the payment history and the pages from my credit report and when they were pulled Kind Regards, *** ***

Thank you for the
opportunity to respond to Mrs***’ additional concerns. Mrs***’ has been contacted regarding
her concerns. Mrs***’ will
discuss our offer with her daughter and give us a call back
If we may be of further
assistance, Mrs*** may contact Customer Service at 1-877-358-
Kind regards,
Kathryn James