Conn's Home Plus

Thank you for the
opportunity to respond to Mrs***’ complaintOur records show on 11/16/14;
Mrs*** purchased a *** *** *** *** *** mattress with a limited
manufacturer’s warrantyMrs***’ delivery was scheduled and received in
good order on 11/22/
We
reviewed Mrs
***’ complaint and found on 11/25/14; she contacted our customer helpdesk
department stating her mattress was too softMrs*** stated she received
the correct brand of mattress however; it was not the firm mattress she
selected and requested an exchangeAfter further review and research, we
confirmed with the sales representative and store manager located in Las Vegas,
NV that mattress Mrs*** received is the correct mattress she elected to
purchase in the storeMrs***’ signed her contract and invoice
acknowledging her purchase with Conn’s which list the model number for the
*** *** *** *** *** she receivedMrs*** was notified that
Conn’s has a No Return or Exchange Policy on mattresses unless a manufacturer’s
defect was found and deemed irrepaiable
At this time we are
unable to honor Mrs***’ request for an exchange on her mattress; she has
received the correct mattress that is listed on all documents Conn’s provided
her prior to receiving her mattress
If we may be of
further assistance, Mrs*** may contact us at 1-877-358-
Sincerely,
Dyeisha ***

Thank you for
the opportunity to respond to Mrs*** concerns regarding account
#***Mrs*** stated she was supposed to receive a $credit on
her account
According to
our records, Mrs*** signed a delivery ticket accepting a credit
of
$125.00. The $credit was applied
to the account on February 13, 2015.
We have
attached a copy of the delivery ticket and the payment history for Mrs***
records to confirm she received the credit on her account.
The current
payoff amount is $as of February 16, 2015. Please note, the payoff amount can update
daily. If Mrs*** would like to pay
the account balance in full, we ask that she call the day she plans to submit
the payment for an up-to-date payoff quote
We value Mrs
*** as a customer and appreciate her bringing her concerns to our
attention. Thank you,*** ***

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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Thank
you for the opportunity to respond to *** *** complaint. Our
records show on
"line-height:115%,"serif">11/16/13,
*** *** purchased a *** dishwasher with a 48-month Repair Service Agreement.
Her 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. She elected to
pick up her dishwasher from the local warehouse located in *** **; signed
acknowledging her dishwasher was received in good order
We
received *** *** complaint and found she contacted our service
department on three separate occasions regarding her dishwasher dated from 11/07/14 through 12/27/14.
The last service call was placed on 12/27/14;
*** *** stated her dishwasher was not draining, stops in mid cycle, and
displaying an error code. After researching the service history we found
there was a delay getting all the parts needed to repair the dishwasher,
therefore Conn’s agreed to exchange her unit. We show the exchange was
approved on 1/07/15;
and a credit up to the original amount paid which was was issued because
the original model was no longer available. As of 1/10/15,
*** *** selected an ** dishwasher model (***); we show *** ***
new dishwasher was picked up on 1/12/15 from the local warehouse in
*** ** We sincerely apologize to *** *** for the
experience and any inconvenience that was caused as a result of delay.
If
we may be of further assistance, *** *** may contact Customer Service
Department at ***
Sincerely,
Jana
A***
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Thank you for the opportunity to
respond to Mrs*** concerns regarding account # ***. Mrs*** stated she requested the
repair service agreement be removed from her account within the first thirty
days and it was not. She also stated she
did not want the
property insurance coverage
According to our records, Mrs
*** signed a 30-month retail installment contract. That contract included our repair service agreement
and our property insurance We are in
the process of crediting $for the RSA agreements; however, we will need
Mrs*** to fax a copy of her home owner’s or renter’s insurance
declaration page in order to credit her account for the property insurance
Mrs*** may fax the
declaration page to our insurance department at ***-***. Please note the account number on the fax for
faster processing
We value Mrs*** as a
customer and appreciate her bringing her concerns to our attention. Thank you,Cheryle S***

Thank
you for the opportunity to respond to Mrs*** complaint. Our
records show on 10/18/15,
Mr*** purchased an *** *** *** sofa and loveseat
that came with a limited 1-year manufacturer warranty; no additional
Furnituregard coverage was purchased through Conn’s. Mrs***
elected to have her sofa and loveseat delivered; which was completed on 10/19/
We
researched Mrs*** complaint and found she contacted us on 10/26/regarding both sofa
and loveseat; stating the stitching was coming off. A service call
was scheduled for 10/30/15;
during the inspection the serviceman found the threading was coming apart
in several areas. The serviceman turned in a part request and the
parts were expected to arrive on 11/02/15.
However, on 11/13/15we contacted Mrs*** and
advised her that an exchange was approved to replace her sofa and
loveseat. Mrs*** exchange was submitted and approved under
the terms and conditions of the manufacturer warranty which only covers the
replacement of the product/exchange and not a refund. Mrs***
exchange is valid through 12/28/15.
Mrs*** may visit her nearest Conn’s location to initiate her exchange
and schedule delivery. We sincerely apologize for any inconvenience
Mrs*** experienced during this process.
If
we may be of further assistance, Mrs*** may contact our Customer
Service department at 1-877-358-
Kind
regards,
Jana
A***
12/15/
Complaint
A few days before major surgery I went to get an electric recliner for recuperationThey did not have what I wanted so I settled for another chair that seemed nice - I only sat in for less than three minutesIt was a lift chair, which I did not need but I was told they were all lift chairsIt was
delivered Nov 2015, After returning home from surgery on the 13th, I had to use it but it can't be sat in for more than a few minutes it is so uncomfortable it is like sitting on a hard plastic bubble and causes lower spine and butt painI could get a bed sore sitting on thisBesides it being unconscionable that they would market this for the elderly as it is a "lift chair", they refused to exchange it for another chairI am now stuck with a chair that will cost me $1600, somehow it went from $to $with tax and everything elseThey cited a no exchange policy which I do not remember as the entire transaction was wrought with computer problems, problems with getting the promise zero financing and more fine lettering that even the new salesman couldn't keep up and two managers were involved trying to figure out termsI notified Conns about the excruciating pain the chair caused and that I had to add a cushion and yet it was like putting a cushion on a rockI got a response from an agent who sounded like she was reading off a monitor and kept repeating that my request has already been escalated and I can't speak to a supervisor - this was the very first time I contacted them, I have had this chair for less than a two weeks, it has been covered the entire time with a blanket to protect it as I was going to use t to recuperated in and now it appears I have a $albatross to pay off - a chair so bad I refuse to even donate in case a non-verbal elder would be put it and they are unable to complain of the painThe uncooperative "agent" offered to notify their repair department but the problem is inherent in the chair itself, poor design
Desired Resolution
I am seeking an exchange or refund
Consumer Business Dialog

Thank you again for the opportunity to respond to *** ***'s concerns regarding phone calls received on her account. As stated in our last response the telephone number in question has been removed from our system. Thank you, *** ***

Thank
you for the opportunity to respond to Mr*** complaintOur records show
on 1/17/15, Mr*** purchased a ** High Efficiency washer and dryer and an ** stacking
kit
We
received Mr*** complaint and found there was a sales error regarding the
stacking kit he receivedWe confirmed with the store manager that Mr***
has received the correct stacking kit that is compatible with the washer and
dryer he purchasedWe appreciate Mr*** for bring this matter to our
attention and we sincerely apologize for any inconvenience he experienced
during this process
If we may be of further assistance, Mr*** may contact customer
service at ***
Kind
regards,
Dyeisha
W***

Thank you for the opportunity to respond to MrsS*** additional
comments. Our records show Mrs*** contacted us again on 6/05/15 regarding her sofa, nightstand, and dresser. We show
Mrs*** is scheduled for service on 6/27/15; once we receive the
serviceman service report we will be able to determine what further action is
needed.
If we may be of further
assistance, Mrs*** may contact our Customer Service Department at 1-877-358-
Kind regards,
Kathryn J***
7/10/

Thank you for
the opportunity to respond to Mrs***’s concerns regarding account
#***. Mrs*** stated she
provided proof of home owner’s insurance, but she has not received credit for
the property insurance on her account
According to
our records, Mrs
*** received an insurance credit in the amount of
$on March 12, 2015. We have attached
a copy of Mrs***’s loan ledger as proof of the credit
We value Mrs*** as a customer and
appreciate her bringing her concerns to our attention.Thank you,Cheryle S***

The fax number is ***. I apologize for the inconvenience.
Thank you,
*** ***

Thank you for the opportunity to respond to Mrs
*** dispute. Our records show on
","serif">10/04/14, Mrs***
purchased a ** washer and dryer with a 48-month Repair Service Agreement on
both items
After researching
Mrs*** dispute we found she contacted us on 10/09/14; stating her dryer
would not turn on. After further review we found there was a delay
**tting the parts needed to repair Mrs*** dryer. Therefore, Conn’s
has agreed to exchan** Mrs*** dryer; we spoke with Mrs*** and
scheduled delivery for 1/11/15. We also confirmed her Repair Service
Agreement will continue on to the new dryer.
We sincerely apologize to Mrs*** for the experience and any
inconvenience that has been caused as a result of delay
We have included a
copy of Mrs*** invoice showing the covera** on her new dryer. If we may be of further assistance, Mrs
*** may contact our Customer Service Department at 1-877-358-
Sincerely,
Jana A***

Thank you once more for the opportunity to respond to *** ***'s concerns regarding her accounts. The interest recalculation has been completed. *** *** will receive a refund of $within 7-business days. 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 Conns have not attempted to repair or replace the base on the bedThey have not called , mailed , visited or emailed me regarding any repairs or attempt to make an appointment to make repairs. Conns have two numbers on file including my work. I would really appreciate it if they will help me
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***

"margin:0in;margin-bottom:.0001pt;text-align:
justify">Thank
you for the opportunity to respond to *** *** complaint regarding her
refrigerator. Our records show on
4/24/15, *** *** purchased a *** refrigerator and month repair
service agreement. *** ***
contacted us on 6/22/15, stating her refrigerator was not cooling. A service call was sfor 6/23/and
upon inspection the technician found they PCB board, compressor, and
assembly PCB Main needed to be replaced.
The parts were ordered then received on 6/30/15. After researching *** ***
complaint, we found her concerns were addressed and resolved on 6/30/15.
If
we may be of further assistance, *** *** may contact our Customer
Service department at ***
Kind
regards,
Jana
A***
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Thank you for the opportunity to respond to *** *** complaint regarding the $concession that he was offered at the time of
delivery. After researching *** *** complaint we found his refund check was mailed on *** 21, 2014. Unfortunately, our system did
not show the
correct zip code therefore, his refund was mailed to the wrong address. The postal service returned the check to the sender
because they were unable to forward. Conn’s
would like to apologize to *** *** for the error and the delay in
receiving his refundWe have corrected the address and remailed his refund check
to the address as shown on the Revdex.com complaint
If we may be of further assistance, *** *** may contact us
at ***
Kind 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
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The bank rebate is internal information that Conn's uses to settle the account. It has nothing to do with the outstanding balance on the account. The account now has a zero balance and the refund check has been canceled. We ask that *** *** please double check to make sure she has canceled her automatic payments set up through webpay. Conn's cannot cancel automatic payments the customer schedules

[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 appreciate the Revdex.com's service to the business and consumer communitiesSincerely,Mark A ***

Thank
you for the opportunity to respond ***’ concerns regarding account
#***. *** stated she felt
disrespected when receiving a collection call regarding her account
We
have a more than year history of quality customer service and
satisfaction,
and I would not want anything to impair that recordWe take all customer
inquiries seriously and research every complaint
According
to our records and recorded calls, *** received a call regarding the
past due balance on her account
The
questions that are asked are used so that we may better assist our customers and
help them bring their accounts current.
We
have placed a cease and desist on the telephone numbers associated with **
*** accounts. If she should receive
additional collection calls, we ask that she contact us so we may address the
matter further
We
value *** as a customer and appreciate her bringing this matter to our
attention