Conn's Home Plus

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 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***

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,
*** ***

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***

[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
they did finally delivered and set updelivery guys and manager were extremely friendly. thank you

Thank you for the
opportunity to respond to MrF* complaintOur records show on 6/28/14;
MrF* purchased the Catnapper *** Reclining living room set which
consist of four pieces (two sofas, wedge and recliner) all with a 48-month
FurnitureGard PlanMrF* delivery was
scheduled and received on 7/01/
in good order
We received MrF*
complaint and found he contacted us on four separate occasions regarding
service for both sofa pieces and reclinerMrF* last service call was
received on 9/26/stating the furniture pieces looked lumpy and was hardA
service appointment was scheduled on 10/04/14; the service man found all
seating areas on both sofa pieces and the recliner was out of shape, hard and
uncomfortableThe serviceman also found the knee rest on both sofa pieces and
recliner was bunching and lumpyOur records show MrF* furniture is currently
under the manufacturer’s warranty therefore; we submitted a request to the
manufacture for a possible exchangeOn 10/09/14; the manufacturer approved an
exchange on MrF* entire furniture setMrF* expressed his
dissatisfaction with the quality of the furniture and requested an exchange for
a different furniture setOn 10/20/14; the manufacture approved MrF*
to re-select any furniture set (living room, dining room or bedroom) for up to
$which was the original amount he paid
At this time we are
unable to honor MrF* request to return his furniture set for a
refund; MrF* has been approved to exchange his furniture set under the
Terms and Conditions of the manufacturer’s warrantyMrF* may visit his
nearest Conn’s location to initiate the exchange.
If we may be of
further assistance, MrF* may contact us at 1-877-358-
Sincerely,
Dyeisha W***

[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 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***

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

Revdex.com:This letter is to inform you that Conn's has carried out to my satisfaction the resolution it proposed for my complaint, filed on ***/1:26:PM and assigned ID
***.Regards,

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 again for the opportunity to respond to ***'s concerns regarding her accountWe have no record of receiving ***'s bank statement showing the payment and the NSF fee. If *** will fax the full running bank statement to the fax number provided in our first response, we can address her concerns further. Please note the account number on the fax for a faster response.Thank you,*** ***

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 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,

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 ***

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 opportunity to respond to ***'s complaintOur records show on ***; *** purchased a
*** High Efficiency washer and dryer both with a 24-month Repair Service
Agreement Plan
After researching ***'s complaint
we found she contacted our
service department on two separate occasions
regarding repair for her washer***'s last service call was
received on ***; stating her washer was leaking oilOur records show there
was a scheduling conflict with ***'s initial service appointment
which caused her appointment to be delayed until ***During inspection, the
technician found parts were needed to complete repairs on the washerOnce we
received the parts *** was scheduled for repair on ***; the
technician installed the parts and tested the washer and reported the unit was
working to manufactures specification
We sincerely apologize for any inconvenience
*** experienced as a result of delay scheduling her initial service
appointmentAs a gesture of goodwill, Conn's will mail *** a $***
gift for customer satisfaction
If we may be of further
assistance, *** may contact customer service at ***
Kind regards,
***
***

line-height:115%,"serif">Thank you for the opportunity to respond to
*** *** *** complaint regarding a purchase under the name *** ***. Our records show on 12/04/14, *** *** purchased a *** French door refrigerator with a 48-month Repair
Service Agreement; the refrigerator *** *** purchased qualified for free
delivery and he elected to have his refrigerator delivered
We received *** *** complaint and
found there were multiple attempts made to delivery *** ***’s
refrigerator. We show as of 12/09/14, *** *** refrigerator was delivered, installed, and received in good
order. Due to failed delivery attempts; Conn’s has agreed to concession
*** ***’s refrigerator 10% of the cost of the refrigerator. A
credit of $has been processed to his Conn’s account. We ask that
*** *** allow 5-business days for the credit to post. We
sincerely apologize *** *** for the experience and any inconvenience
that was caused as a result of the delayed delivery.
If we may be of further assistance, *** *** may contact our Customer Service Department at ***
Sincerely,
Jana
A***
2/1/
Complaint
On 11/16/I bought a dishwasher from Conn's and had no problems until almost a year laterThis November the dishwasher would not drain so I called to get it serviced, this was about 11/15/I had to wait a week for the service tech to come out and look at it only to be told a part had to
orderedWaited another week or so, tech came out to replace the part, tech left and the same issue continuedI called opened another ticket, tech came out and replaced some sort of sensor and then was told that there was another part that needed to be orderedHad to wait another week, for the new part to be come in, by this time weeks have passed still no dishwasherThe part came in, tech replaced it and left without even checking to see if it worked, which at this point the dishwasher would not ever turn on, it was worse than when it started!!! Called and opened another ticket, same tech came out the 4th time on 12/20/and said that it was not the keypad on the dishwasher that was not working and he would talk to his manager, Chuck, and he would get back with me Monday, 12/22/Haven't heard from him yetI called on Saturday 12/27/to find out what was the status and there was no report turned in or any notes about the 12/visit so another ticket was opened and that they left a message for Manager Chuck to call meI called on Monday 12/29, as I had not heard anything thing, and there was nothing notedI then spoke with a Ms***, who tried to get in touch with the service tech, who couldn't be reached; she tried manager Chuck, who also could not be reached; and she said she would try the district manager Mr*** and have one of them call me backBright and early Tuesday, Conn's credit calls me because my payment was days late!! I don't see why I needed to pay for something that I had not been able to use because of Conn's inability to fix! MsLinda *** got on the phone and told me it was not Conn's fault that they contract out the jobs and that it was not her fault my dishwasher was brokenI needed to pay my account otherwise my warranty would not be validI told her that I did not think that it was right that I had to pay for a warranty in December when everything happened in December and that I should receive creditShe stated that if my car tire went flat I would not get a month creditWe had an exchange of words, and she simply stated that Conn's does not give credit to anybody and again it's not their fault that it can't be fixed it is contracted out
Desired Resolution
At this point, I want my dishwasher replaced not fixed and I want a month's credit for having been inconvenienced by Conn'sI have had to be on their schedule when scheduling repairs, waiting for parts, and waiting for the technicians to come outYes it is not their fault that my dishwasher
stopped working a year after I bought it, but it is their fault at the inconvenience and time it has taken to repair
Consumer Business Dialog

Thank you again for the opportunity to respond to Mr***'s concerns regarding the account. We spoke with Mrand Mrs*** today March 30, and have agreed to honor a payment amount of $to close the account.Please allow 7-business days for the account to close. Mrand Mrs*** will receive a close out letter within business days of the account closing.We value Mrand Mrs*** as customers and sincerely apologize for any inconvenience they have experienced due to this matter Thank you, Cheryle S***