Conn's Home Plus

Thank you for the opportunity
to respond to *** *** complaintOur records show on 11/15/14, *** *** purchased the
*** *** *** Twin Over Full Cherry bunk bed set
which consist of four pieces (upper head/footboard, lower head/footboard,
ladder w/rails and slats) which comes with a 1-year limited manufacturer’s
warranty; no additional coverage was purchased
We researched *** ***
complaint and found on 4/3/15; an exchange was approved on *** ***
rails and slats due to defects were found at the time of inspectionBefore the
exchange was processed, *** *** contacted our service department on
4/17/stating both the upper and lower head/footboard ends were brokenA
service appointment was scheduled on 5/1/15; during inspection the serviceman
found the wood pins were broken and would require new rails to complete
repairsParts were not ordered due to the rails were previously approved for
an exchange by the manufacturer*** *** exchange was updated again on
5/19/and her account was notated regarding her approval to receive new
slats and railsOur records show on 6/19/15, Conn’s delivered the new rails
and slats and our team re-assembled the bed*** *** signed her delivery
ticket acknowledging she received her items in good order; no damages were
reportedAs of 6/26/15, we have no record that *** *** has contacted us
regarding any further issues she is experiencing with her bed since delivery
was completed
At this time *** ***
bed does not meet the qualification for an exchange under the Terms and
Conditions of the manufacturer’s warranty; no credit is dueIf *** ***
is in need of service she may contact our Service Department at
*** to schedule an appointment
If we may be of further assistance, *** ***
may contact our customer service department at ***
Kind regards,Dyeisha ***
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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
[Provide details of why you are not satisfied with this resolution.]
Regards,
I am refusing this offer until we receive a letter in writing from conns stating that this account is closed and we will not have anymore contact from anyone in regards of this case
5/19/

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 ***'s concerns regarding his account. We do not have record of *** authorizing pick up of the merchandise, nor do we have documentation that the items were picked up. If *** can provide that documentation, we will be glad to investigate further. Thank you,*** ***

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 Mr***’s concerns regarding account
#***. Mr*** stated he paid off
his account, but it is still showing a $balance
According to our
records, Mr*** signed an 18-month retail installment contract on
*** ** *** Mr*** submitted a payment in
the amount of $which was the subtotal balance on the account. He did not take into consideration the
interest or finance charges. On October
5, there was an additional payment submitted in the amount of $which
brought the account to a zero balance
Mr*** will
receive a close out letter for his records within days of the account
closingWe have attached a copy of Mr***'s loan ledger to show the account is at a zero balance
We value Mr***
as a customer and appreciate him bringing this matter to our attention
Thank you,
*** ***
Credit Helpdesk
Specialist

Thank you for the opportunity to respond to Mrs*** additional comments. As previously stated *** *** purchased a *** electric dryer on 9/18/10; Mrs*** dryer came with a limited 1-year manufacturer warranty and purchased a 48-month Repair Service Agreement with Conn’s that expired on 9/29/ We have included a copy of Mrs*** invoice in our response. As mentioned in Mrs*** last dispute she contacted us on 7/08/15; stating the dryer was not tumbling or heating up. *** *** was advised her dryer was no longer covered under RSA and she would need to pay a trip charge to have a technician assess unit; which she agreed to pay. A service call was scheduled; during the inspection the serviceman found the fuse needed to be replaced. The technician replaced the fuse the same day of the inspection. If we may be of further assistance, *** *** may contact our Customer Service department at ***
7/31/
Complaint
I bought A 75" *** *** TV back in March 1, and I am still paying for we had problems with the LCD Panel has gone out twice the first time was on 8/and again on 7/I called them and they told me that I'm out of luck because I didn't buy the extended warranty I did didn't know that my
warranty was up they should have least sent a letter or something letting me know that it was out I would have bought the extended warranty but anyway that not the problem they told me that I have pay the fee which I would agree to that but if they would warranty the part because it hasn't been over a year from when the first one was put in I told them that I would pay for them to put it in if they would pay for the parts which I called *** and they told me that is the LCD that was out and it cost $to fix which is ridiculous that I have to pay this it would be different if this has been first time it has gone out but twice within a year
Desired Resolution
I just want the part to be replace I would pay for the cost of the labor just hard paying for the part
Consumer Business Dialog

We are
unable to honor Ms***’ request for monetary compensation. On 7/2/15, we entered a damage claim with our
insurance carrier to investigate the liability.
Ms*** was provided the carrier’s name, phone number and claims
number to check on the status of her claim.
We have included this information below.
We have contacted *** *** Services, Insurance Carrier, on her
behalf and found the claim was tendered to the manufacturer; due to the product
failing and the issue not being caused during delivery or installation. We were advised a detailed letter was mail to
Ms*** on 7/13/with this information.
She may contact the manufacture for any additional information needed
*** *** *** ***
*** *** ***
As a
goodwill gesture Conn’s agreed to return both washer and dryer without a
restocking fee on the dryer. We
confirmed the account was closed within business days we have attached a copy
of her general loan ledger as confirmation.Kind regards,Kathryn J***
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[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
On a side noteI would like to add that the Conns corporate office advised me it would be hours before a decision would be made on my refund, right after that call I filed this complaintLess than hours later my local store made the change and established the refundSince I already started the complaint prior, I was not sure if I could cancel it, since Conns did address this to my satisfactionI will continue to purchase from Conns given the way they handled my refund once Sharp approved it

[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 Hello: yes, my issue has been resolved. Conn's credited me $***, which I utilized to purchase a laptop from them and close out my account. Thank you kindly for your assistance with the matter and for your prompt response. 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. I originally complained about the horrible service and lack of interest from the store manager. Also, the sales rep selling and promoting information regarding their appliances.
Early ***, I specifically requested a washer and dryer that obviously washes and dries clothes extremely well, QUIET, steam, different loads sizes, doesn't use too much water and color. I knew exactly what I wanted and yet the sales rep sold me a product that is so noisy it is louder than my television. Mind you that the volume control is on 36. That's pretty loud and the washer and dryer is louder than that.
I tried over and over to contact a manager and the store manager and yet not once did he want or tried to take my calls or even return them. I have never received an apology from the Store Manager
I called the very next day from when I received and used my washer and dryer. I informed them that, the items I purchases is not what I wanted and they were very loud. I requested to have them exchange but the company wanted to charge me a 20% restocking fee
I felt this was completely wrong and I shouldn't have to pay for merchandise I was not happy with and was lied to by the sales rep. The sales rep assured me that the appliances I purchased had all the features I requested and that I was going to be very happy with them. The appliances were each over $***.
I express my concerns and told the customer service department that I was not happy with their terms. After several attempts to contact a manager both at store level and customer service I could never get it resolved.
The credit I received was because I chose to cancel the warranty; however I purchase another warranty with more years and less money. Conns didn't do a thing to resolve the issue. They didn't give me a credit. I requested the credit as it is my right to cancelled and receive full credit because I cancelled within the day period of purchasing the appliances
I will fulfill my commitment and pay the appliances; however, I will never ever purchase anything from this company. I am very displease with their services, hospitality and merchandise!
that t and the sales repProvide details of why you are not satisfied with this resolution.]Regards,
*** ** ***

Thank you for
the opportunity to respond to *** *** concerns regarding account
#***. *** *** stated she
purchased an insurance policy with us in September and the items were
stolen in December and she would like to pick out new
merchandise
According to
our records, *** *** signed a 24-month retail installment contract on
October 13, 2014. This contract did
include property insurance. On December
23, *** *** notified us of the burglary. At that time we asked *** *** fill out
a claim form and fax that in along with her police report. Once we received the information from *** ***, we processed her claim
The insurance
company approved the claim and mailed us a check on February 20, 2015; however,
*** *** account was past due. We
are unable to replace the items on an account unless it is in current status,
the payment from the insurance company must be credited to the account when it
is in a past due status. *** ***
account was credited $for the stolen items on February 20, 2015. We have attached a copy of *** *** payment
history for her records.
The account is
past due because the $was posted as a property insurance creditThe
current outstanding balance on the account as of April 29, is
$1,075.46. Please note the payoff
balance updates daily. If *** ***
would like to pay the balance in full, we ask that she call the day she plans
to make the payment for an up-to-date payoff quote
We value *** *** as a customer and appreciate her bringing her concerns to our
attentionThank you,*** ***

Thank you for the opportunity to respond to ***’s concerns regarding an account
According to our records, *** purchased several items creating invoice #***. The items on this invoice were financed through ** ***. We have attached a copy of the
invoice as well as an authorization page signed by *** accepting the terms of the financing.
If *** has any additional concerns regarding the account, she will need to contact ** *** at ***
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
[When I made the payment on April 21,the representative stated that all I had to was $and some change to bring my account currentthey started calling me 3-times a day saying that I owed more money I feel that I should not have to pay when I asked several times about the amount before I made the pay to make sure it would bring me current until May 26th I don't have a problem paying my bills if I am behind I will make the payments and pay for everything I get.I feel like Conn's needs to take responsibility for they way they have harassed me and my family members They need to admit that they have made mistakes in handling our account They are wrong in calling up to times a day, and need to review their customers account information before they just get on the phone and say you owe us money and to pay it now.Regards,
Tammy ***

Thank you again for the opportunity to respond to Mr***'s concerns regarding his accounts. We placed a cease and desist on the telephone numbers associated with Mr***'s accounts on March 23, 2015. We asked that Mr*** allow hours for the cease and desist to become active in our system. According to our records, Mr*** has not received any additional calls after March 23, 2015. Thank you, Cheryle S***

Thank you for
the opportunity to respond to Mr***’s concerns regarding his
accounts. Mr*** stated he was
given the option to combine his accounts
According to
our records, Mr*** accepted the offer to combine his two accounts on November
14, 2014. We
sent him a new contract to
sign on November 21, 2014. We received
the contract back from Mr*** on November 29, 2014. The contract was then reviewed and sent to
contract processing on December 3, 2014.
Please note, it can take up to days for the process to be
completed. Both Mr***’s accounts
are current and the next due date is January 20, 2015. Mr*** will be given a new due date once
the contract processing is complete.
We also do not
do additional credit checks when combining accounts. There were no additional credit inquiries on
Mr***’s credit bureaus, nor has he received any credit marks due to the
combining of the two accounts. We value Mr*** as a
customer and appreciate him bringing this matter to our attentionThank you,Cheryle S***

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
My husband had already made arrangements prior to the several fraudulent attempts accessed to my accountObviously,that's why I filed this complaint in the first place, knowing of the prior NSF.I would have NEVER allowed access FOUR more times that added fees"Conn's" is a name that suits your company well
Regards,
*** ***

Thank you for the opportunity to respond to Mrs***’
complaint. We spoke with Mrs***; during the conversation Mrs***
expressed her dissatisfaction. She informed us due to her experience she
decided to pick up her items; we show as of
","sans-serif">12/26/14 all items have
been received. Mrs*** was advised that Conn’s agreed to honor the 10%
off on her sofa and to refund her delivery charge. A credit of $
has been processed to Mrs***’ account and should post within 3-business
daysAgain, 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 1-877-358-
Kind regards,
Kathryn ***

Thank
you for the opportunity to respond to Mrs***’s complaintOur records show on
10/14/11, Mrs*** purchased the *** *** Double Reclining sofa and
love
seat both with a 48-month FurnitureGard Plan which expires on 10/25/We show
Mrs*** financed her purchase through *** Acceptance
We received Mrs***’s complaint and found she contacted our
service department on 1/09/stating headrest on the sofa and love seat was
c***king and peelingA service appointment was originally schedule on 1/16/
however; Mrs*** re-scheduled her appointment for 1/23/During the
inspection the serviceman found the right and left backrest on the sofa was
c***king and peeling however; no problem was found with the loveseatBased on
the serviceman’s finding and photos taken at the time of inspection, it was
determined that the reported damage on the sofa is a result of wear and
tear from everyday use which is not covered under the Terms and Conditions of
the FurnitureGard PlanThe FurnitureGard Plan does cover accidental tears and breaks
in mechanical failures as mentioned by the sales associate however; damages
resulting from daily use are not covered; please refer to Terms and Conditions Section (15):
What Is Not Covered Letter (j) After researching the material used on the
furniture, we found that body oils in leather may be easily transferred into the
leather by direct contact with hair or bare skinThese body oils are naturally
absorbed by the leather and will slowly begin to build up in the leather itself
causing dark areas in the finish of the leather at firstIf this condition is
allowed to persist, the leather will eventually begin to turn hard and brittle
Bits of the finish will begin to “flake off” and the leather will begin to
c***k, causing large areas of damage to form
At this time Mrs***’s sofa does not meet the qualification
for an exchange under the Terms and Condition of the FurnitureGard PlanWe
sincerely apologize for any inconvenience Mrs*** experienced due to
miscommunication regarding the Terms and Conditions of the FurnitureGard Plan
If we may be of further assistance, Mrs*** may customer
service at 1-877-358-
Kind
regards,
Dyeisha
W***

Thank you for
the opportunity to respond to *** *** concerns regarding a refund due on
her Mother’s account. We have spoken
with *** *** and issued a refund for check for the returned
merchandise.
If *** ***
has any further questions we ask that
she contact us directly so we may address
the issue.
We value *** *** and appreciate her bringing
her concerns to our attentionThank you,*** ***