Conn's Home Plus

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 have followed all necessary outlets and procedures to apply for my refund after I was told by conns to fax in my bank statements and any necessary documentation to resolve the insufficient funds fees that resulted in this problemNo one even bothered to call and tell me my refund was deniedI had to call back and I constantly get the run around and get talked in circles toI have never experienced such terrible customer service for paying my account so far in the greenEach person I talk to gives some excuse as to why I can't even get a straight answer or that basically I screwed up by trying to pay off account soonerI was told I should have tried to cancel my payment, I didI should have made sure that it wouldn't be a double payment, I didI authorized a payment for the *** of *** not the first of *** and no one told me that it could take up to days otherwise I never would have made the agreementThe business practices are so backwards and shady and no employee or manager even cares to try to resolve this issue and keep trying to pass you off to someone else and get you off the phoneI just want my money back that was wrongly taken
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 this resolution would be satisfactory to me
I have reviewed Conn's response and am not satisfied with it At this time I will accept it pending further instructions from my attorney

Thank you for the opportunity to
respond to *** *** complaint. Our records show on 11/12/13, *** *** purchased a ***
furniture set from us which consisted of two pieces; sofa and loveseat with a
48-month Furnituregard Plan. *** *** elected to pick up her
furniture.
We show on *** *** elected to pick up her sofa and loveseat
from her local warehouse located in *** **; *** *** signed acknowledging
her sofa and loveseat was received the warehouse in good order.
We received *** *** complaint and found due to prior issues with her *** furniture set dated
from 1/06/14; on 4/09/14 an exchange was approved for *** *** to re-select a new furniture set. On 4/21/14, *** *** elected a *** *** furniture set which consisted of two pieces; sofa and loveseat with a
48-month Furnituregard Plan *** *** also elected to pick up her
new furniture set from her local warehouse in *** **; *** *** signed
acknowledging her sofa and loveseat was received from the warehouse in good
order.
After receiving *** *** complaint and reviewing her service history Conn’s has agreed to exchange her
loveseat; the sofa at this time does not qualify for an exchange and is
repairable, we will continue with repairs. *** *** has been contacted
regarding this matter.
If we may be of further
assistance, *** *** may contact us at ***
Kind regards,
*** ***

Thank you for
the opportunity to respond to Mr***’s concerns regarding his accounts. Mr*** stated the sales associate told him
that we would combine all his accounts into one account
We were able
to combine all the accounts except account #*** due to the
balance on the
account and the no-interest financing promotion on the account.
Mr*** now
has two accounts with Conn’s. Account
#*** and account #*** are still open.
If Mr***
has any further questions he may contact our customer service department
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 *** *** complaint. Our records show on 5/11/15, *** *** purchased a *** (***) king mattress with a (limited
manufacturer
warranty). *** *** elected to have her mattress delivered; we show
*** *** signed her delivery receipt acknowledging her mattress was
delivered and received on 5/17/15 in good order
After researching *** ***
complaint we confirmed the *** mattress *** *** purchased with us
qualified for ***’s in home trial offer.
To qualify for the offer the customer must sleep on
the mattress for at least nights to get use to the
unique comfort and support qualities the mattress provides. If after the nights, the customer is still
unsatisfied with the comfort the mattress may be exchanged as a one-time
offer. Therefore, we were unable to
honor *** *** request to exchange her mattress at this time. *** *** mattress will meet the qualifications on 6/17/if she is still
unsatisfied with the comfort
If we may be of further assistance, *** *** may contact
our Customer Service at ***
Kind regards,
Kathryn J***

New Roman"">Thank you for the opportunity to
respond to Mrs*** complaint. Our records show on 10/01/13, Mr*** purchased a ***
dishwasher with a (48-month Repair Service Agreement). Mrs***
signed invoice indicates at the time of purchase she acknowledged she was
provided a copy of the Repair Service Agreement and that she understood the
coverage associated with the product. Mrs*** elected to pick up
her dishwasher from her local warehouse located in Houston, TX
After researching Mrs***
complaint we found she contacted our service department on 2/12/15; stating the dishwasher is not
completing cycles. A service call was scheduled; during the inspection
the technician found the dishwasher was uneconomical to repair.
Therefore, Mrs*** dishwasher was submitted for an exchange under the
Terms and Conditions of the Repair Service Agreement. On 3/19/15, Mrs*** exchange was approved;
she was issued a credit up to the original amount paid which was $***
because the original model was no longer available. After further
research we found Mrs*** did not find a dishwasher that met her
expectations, therefore she requested a refund in lieu of the exchange.
We show Mrs*** contacted us
on 4/18/15 regarding her
refund; Mrs*** was informed the old unit would need to be returned to
the store before the refund could be processed. We have confirmed Mrs
*** returned the dishwasher on 5/12/15 to
our ***, TX location store #79. We ask that Mrs*** allow 5-
business days for the credit to post to her account.
If we may be of further
assistance, Mrs*** may contact our Customer Service Department at 1-877-358-
Kind regards,
Jana ***
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Thank you for the opportunity to respond to *** *** additional comments*** *** has a month Furnituregard Plan on his sofa, loveseat, chair and ottoman; which would cover Accidental Rips, Punctures and Tears however, the damage shown in the pictures taken indicate wear and tear to the material which is excluded from the Plan. Our records do not show *** *** reported damage caused by a technician prior to mentioning it in his Revdex.com complaint. We have reviewed all pictures and found they are consistent with the damages to all of the furniture itemsWe agreed to reinforce the arms and replace the dust covers however the customer refused therefore the service order has been canceled. Additional pictures are available upon request showing the excessive damage on all four piecesIf we may be of further assistance, *** *** may contact Customer Service at ***. Kind regards, Kathryn J***

Thank you for the opportunity to respond to Mr
***’s response. We have
reviewed Mr***’s dispute and would like to apologize for the experience
he had with us. Our records show Mr
*** was offered a refund for the $delivery charge. As agreed the
refund posted to his account on
1/19/15. We have attached a copy of Mr
***’s general loan ledger showing the credit for his records. We sincerely appreciate Mr*** for
bringing his concerns to our attention to ensure they are addressed
If we may be of further assistance Mr*** may contact
us at ***
Kind regards,
Kathryn J***

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. Reading the response from Conn's, I still do not agree with what they are saying. According to the ledger they provided, it states the Original Loan AMount: 2559.00. That is incorrect, according to my receipt my orginial loan amount (including the insurance, which was later removed) was 1964.00. that is the amounti financed. The amount provided by Conns, 2559.00, that includes finance charges totaling 595.00, for a month payment plan. I have already paid 1000, and would have paid it in full had the amount been correct, so why am I being charged for the full amount of the finance charges? All of my credits and what nots should have been subtracted from teh 1964, not the 2559. This is unfair to be charged for interest that I have not used, since I would have paid it off within a month, but since my totals are not correct it has moved it from one month to almost months. Regards,
*** ***

Thank you for the additional opportunity to respond to *** ***' concerns about her account. *** *** stated she is having difficulty paying this account online
*** *** can contact our customer service line and they can walk her through the web-pay, she can pay the account with on one of our agents, use our automated phone system, or make the payment in the store
If she has any further questions she can contact our customer service line at ***

Thank you for the
opportunity to respond to Mrs***’s complaintOur records show on 3/7/15,
Mrs*** purchased a GE washer and dryer both with a 36-month Repair Service Agreement
PlanMrs*** products was delivered and received in good order on 3/8/
After further review
of
Mrs***’s service history, Conn’s has agreed to exchange her washerMrs
*** will be contacted by Conn’s delivery team to schedule a date to pick up
the defective unit and deliver a new washer (same model)We sincerely
apologize for any inconvenience Mrs*** experienced during this process
If we may be of further assistance, Mrs
*** may contact Customer Service at 1-877-358-
Kind regards,
*** ***

Thank you for the opportunity to respond to Mr*** complaint. Our records show on9/16/14, Mr*** purchased a
Paloma
bedroom set which consisted of five pieces, headboard, footboard, rails,
chest, and night stand; Mr*** also purchased a Sealy Longmeadow queen
mattress and a Sealy Posturepedic queen foundation, a Nolan recline sofa and
recliner, a Rafael cocktail table and end table. Mr*** signed
acknowledging he received a copy of Conn’s Return and Exchange Policy at the
time of purchase. Mr*** elected to have his items delivered; we show
on 9/19/14 Mr*** received all items in good
order
After reviewing Mr***’ complaint we found he had 14-days to
only exchange his furniture and 30-days to only exchange his mattress with a
$exchange fee. Our records show Mr*** exceeded his 14-days to
exchange his furniture; but he was still within his 30-day time frame to
exchange his mattress.
Although, we are unable to honor Mr***’ request to return his
furniture and mattress; we are willing to extend Mr*** the option to
exchange his mattress with a $exchange fee which applied at the time of
purchase. We have included supporting documents in our response.
If we may be of further assistance, Mr*** may contact
Customer Service at ***
Kind regards,
*** ***

When Mrs*** account was reviewed, it was found that the credit marks were earned and valid. We are obligated to report factual information to the credit agencies and are unable to remove the marks from the accountWe are unable to remove the credit marks

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
Sent: Tuesday, January 20, 9:AM To: drteam Subject: Re: You have a New Message from Revdex.com Regard*** Complaint #*** First of all purchase price was $verified by letter sent to me sept 25, I started phon*** cons when I received bill prior to 3/$was estimated by the "bill collector" from connsMy payment of $was payed on the 20th(dates conns gave me over the phone and from my records)Conns knows exactly what they are do*** and how they are do*** itThey treated me a great customer wrong and they will no longer get my family or the people I can reach any longerConns you wonAfter over a hundred calls as much as times a day my husband payedHe did not want me march*** with a sign in front of conns to try to get conns to stop call***They tell you they are go*** to keep call*** until you payIs this who you want to do business with?They know people think they have mo but pmt dates after purchased dateConns goes to the extent of send*** you a letter they are go*** to share your info which contains your personal information I know I was try*** to pay but they could not explain "the balance due" so why would they expect paymentMy last phone conversation with conns they told me we didn't receive insurance verification until 21st after contract over, due 20thYou are be*** deceitful and it will catch up with you!! You say your glad I br*** this to your attention but the or times I debated the balance due you denied itWith people like you I don't have to do anyth*** further you will wash yourself out your desperate behavior seems your already hurt***You will never retain your good customersI am proofIf you would just let people pay without your tricks they would gladly use you but I can see it is not in your nature to do the right th*** and build a reputable businessWhat goes around comes around and me and I'm sure a lot of other unhappy customers will take our cash somewhere elseNever to deal with you again.
Regards,

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 The resolution is not completely satisfactory. I did mention in several of the phone calls to the service department that water damage was occurring to my floor. It was also brought to the attention of the technicians at my house If the technicians were interviewed, I am sure that they would remember seeing the damage that I pointed out to them. I did take pictures of the water on the floor to show the technicians where the water was appearing in front of the unit. The damage was mentioned but no reply was made. I still have a damaged floor that was caused by the technicians not fixing the problem. We are also out $to have another repair service technician come take a look at the refrigerator. That technician informed me that a tap was placed on our refrigerator to adjust the freon by a Conn's technicians. The unit is a sealed unit and should not have a tap. Since the tap was installed, no one else will work on the unit because of the liability due to the tap. I do not believe that the repairs have not been handled properly from the first call to report the problem.I do appreciate Conn's willingness to send out a technician and reimburse for part of our food losses; however it should have been done without other parties being involved. I am very displeased with the way we have been treated and serviced during this ordeal

On May 28, you provided the following
information:
Thank you for the opportunity to respond to *** *** complaint. We have researched and *** *** complaint and
found his issue has been addressed and resolved. Our records show on 5/25/15, a check
request was submitted in the amount of $for the remaining balance of his
insurance credit. We ask that *** *** allow 5-business days to receive
his refund check. We sincerely apologize to *** *** for the experience
and any inconvenience that has been caused regarding this matter
If we may be of further
assistance, *** *** may contact our Customer Service at ***
Kind regards,
Kathryn *** ***
*** *** ***
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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.]If it wasnt for the STORE manager Neil, I would of still been waiting on my merchandiseNo one has called and apologized and the response is a generic 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
The error was on the salesperson and mgr and I told them on the first delivery that they needed to come get the bed since someone errored and they assured me they would make it right but they needed me to sign for the other base so we could sleep in our new bedThe promise was that they was going to get with corporate to discount for the error and that corporate would probably only discount for $and I told them that would not be acceptable because they quoted me a price and beat the price *** have usThe sales person said the mgr would take the $difference that I WAS agreeable to from his storeI checked back before the bed came twice and was promised they were working on itIf that correspondence did happen between the store and corporate, why was this not in this first letterConns corporate has been told this over times by phone and they do not want to settle by phone but keep dunning me 3-times till I finally blocked all communications because they have been rude and transferred me several times to have me repeat the situation just to say,"I'm sorry, but you'll have to straighten that out with the store." The store passes the buck back to corporate and also tells me the sales person no longer works for Conns and the mgr is no longer at this store
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,
I will never accept the lies that is coming out of the mouths of Conn'sEvery word they are saying are lies !! They should have to present the salesman that sold me my purchase , to the Revdex.comThey fired him shortly after the saleThey should have to tell what they fired him for.How does a business stay open that has hundreds of complaints ? Also, I have called ** several times and they tell me that Conns store is the one that has to chan** the code, and when I call the store they tell me one thing and tell Revdex.com something elseI have been done wrong and they know it but the little person doesn't have a chance ! If this isn't made right I promise I will tell everyone I know and every stranger I meet until the day I die about CoNN'SAbout what crooks they are and if they will do thiis to an old sick widow ,they will do it to anyone !I have told CONNc that I will never go away , they thought I would

Thank you for the
opportunity to respond to Mr***’ complaintOur records show on 8/29/15,
Mr*** purchased a ** washer and dryer and elected to purchase a 24-month
Repair Service Agreement PlanMr***’ merchandise was delivered and
received in good order on 8/31/
We
researched Mr***’
complaint and found he contacted Conn’s warehouse on 9/2/and stated his
dryer is making a loud noiseConn’s delivery team went back to Mr***’
residence on 9/7/to assess the unit and found there was a functional failure
therefore; the dryer was approved for an exchangeOur delivery team
re-delivered and installed Mr*** a new dryer on 9/15/15; no issue was
reported with the new dryer upon deliveryOur records show on 9/21/15, Mr
*** contacted our service department stating the dryer light would not turn
on and the cycle is not filling on the washerA service appointment was
scheduled for 9/24/15; during inspection the technician found the washer was
functioning properly and notated Mrs***’ concerns was that the timer
pointer is off by 1/8”The technician also found the dryer with a bad light
bulb and offered to replace the bulb however; Mrs*** refused service and
requested an exchange therefore; both service orders were cancelledMrs
*** was notified that the washer and dryer did not meet the qualifications
for an exchange at the timeWe show on 9/29/15; a new work order was created
for both the washer and dryer regarding the same issueA service appointment
was scheduled for 9/30/15; the technician reported the washer is operating
correctly and advised Mrs*** that her complaint regarding the timer is
normal
After receiving Mrs
***’ complaint, they were contacted by our service manager and another
service call was sto reassess.
Conn’s offered to replace the console on the washer so the dial would be
closer and replaced the light bulb on the dryer. We show as of 10/20/15, the console and the light
bulb have been replaced
We have included
supporting documents with our response
If we may be of further assistance, Mr
*** may contact Customer Service at 1-877-358-
Kind regards,
Dyeisha W***
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