Conn's Home Plus

Thank you for the opportunity to respond to Mrs***’ complaint
Our records show on ***, Mrs*** purchased a GE dishwasher with a 1-year
limited manufacturer’s warranty and received delivery on *** in good order
We received Mrs***’ complaint and found she
contacted our
service department on 9/12/stating the washer will not start any cycles
Mrs*** service appointment was scheduled by the manufacture on ***;
upon inspection the technician found parts needed to be ordered to complete
repairsOur records show parts were scheduled to arrive on *** however; there
was a delay receiving the parts from the manufacture to complete repairsOnce
all parts were received Mrs*** was scheduled for repair on ***; the
technician installed the parts and tested the dishwasher, the unit tested ok
As of ***, we have no further indications of any issues Mrs*** has
regarding her dishwasher
At this time Mrs***’ dishwasher does not meet the
qualifications for an exchange; the unit has been repaired and no further
credit is due
If we may be of further assistance, Mrs*** may contact us at ###-###-####

Thank you for the opportunity to
respond to *** *** complaint. Our records show on 8/01/14,
*** *** purchased a ** high efficiency washer with a 48-month Repair
Service
Agreement. *** *** 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. *** ***
elected to have her washer delivered; we show *** *** delivery was
completed on 8/05/
After researching *** ***
complaint we found she contacted our service department on 5/15/15;
stating her washer was displaying error code L-E and the unit stops in mid cycle.
Our records show there has been a delay locating a provider in *** ***
area; we have been working with the manufacture to locate an authorized
provider and as of 5/27/a factory authorized technician has assessed *** *** washer and determine parts are needed to repair the washer. The parts have been ordered and the technician
is scheduled to install them on 6/5/15. We
sincerely apologize to *** *** for the delay and any inconvenience as a
result.
If we may be of further assistance,
*** *** may contact our Customer Service at ***
Kind regards,
Jana A***

Thank you for the opportunity to respond to Mrs***’s complaint regarding a purchase under the name *** ** ** ***. Unfortunately, we are unable to discuss the account holder’s information with 3rd party. Mrs*** may have the account holder to contact us directly
at 1-877-358-1252 in regards to his concerns. Kind regards, Jana A***

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
Please leave this complaint open until I receive the refund.
Regards,

Thank you for
the opportunity to respond to Mrs*** concerns regarding her GE
account. Mrs*** stated she should
have had 12-months no-interest on her account
According to
our advertisement for the week of Mrs***’ purchase, we were not offering
12-months
no-interest financing. We have
attached a copy of the ad for Mrs*** to review
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 *** ***' concerns regarding collections calls. We have found that *** ***' telephone number was linked to an account in error. We have placed a cease and desist on the telephone number provided by *** ***. Please note, it
may take up to hours for the cease and desist process to be completed. We ask that *** *** contact us directly if he should receive any additional calls after the hour periodWe value *** *** and sincerely apologize for any inconvenience he has experienced due to this matterThank you,*** ***
5/25/
Complaint
Drafted my back without having permission which occurred overdraft fees don't even have an account with them didn't have the right to draft my account
Desired Resolution
Consumer Business Dialog

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 am not satisfied with this resolution because it is not a resolution. I have called multiple times and requested multiple service requests. They stated in the resolution that the service man that came to my house informed me that the problems were not covered under warranty which is not true the service man never once stated this to me. I also to this day have not received the new cushion cores that I was informed would be replaced. The serviceman also informed me that the cushion covers would be replaced. Just an example of the service that I have been receiving the last tech that came out to my house for my coffee table fixed one of the legs and colored the spot in with a painting marker that was the wrong color and I have to have another service man come out to fix that (if they will even fix it) The furniture is barely a year old and honestly have not really been used at least not the couch. I spent a lot of money on the furniture for it to be falling apart at the seams and to be changing colors. The manager at the store even informed me that it was not policy to have service techs come out multiple times for the same issues. I am completely dissatisfied with the service that I have received and the quality of the furniture that I paid for. On top of all of these issues I have requested on several occasions that a manager or someone from the corporate office call me back which has not happened still to this day!! I did speak to one woman (I called her) who claimed to be a manager and she informed me approximately months ago that she would send me a $gift card due to the misunderstandings (That I still to this day have not received not that I would use it if I had received it) and that I needed to call the service department again to set up a another service call (she couldn't set up the service ticket nor could she transfer me to the other department). It is like no one speaks to the other departments in the company!! What this company has put me through after all of the money that I have spent with them is really a joke. You would think that you would want to satisfy your customers. Look at your records I have purchased at least $8,worth of furniture with your company and to this day can not get good service.I guarantee you that I will never spend another penny with your company and neither will my family members. I work with the public school district and am also an instructor at another technical school. Word of mouth goes a long way in the business world and I promise you that the word of mouth free marketing that you will be receiving from me and my family is not good and will be worse if my issues are not resolved in a timely manner. If my issues are not resolved then I will be contacting a lawyer to handle my concerns through other means. I am not trying to threaten Conns' with a lawyer or be a difficult customer I just want what I have paid for and am simply tired of having furniture that is falling apart after months when I have already paid it off and purchased and paid for a four year warranty plan that is not being utilized. There is no way that the issues I am having is from every day wear and tear - I could understand it being a manufactures default but even then it should be covered since as the previous notes state I have had to contact the service department on six different occasions (and I honestly I believe it has been more then times) regarding my issues since 5/28/with still no resolution and at that time the furniture was only months old!! Furniture that is over $2,should not be falling apart and changing colors after only months!!! I do not feel that my request is to much to ask. I am simply asking that the furniture be fixed which I was okay with happening until Conns said they would not honor what the serviceman told me or that the furniture be replaced with something of the same value. (Which is stated in the warranty agreement)
Regards,
*** ***

Thank
you for the opportunity to respond to Mrs*** additional commentsAfter
further review our records show on 10/21/14; Mrs*** invoice was
completely cancelled for the Trent lift chair and no purchase has been made
with Conn’sWe sincerely apologize for any inconvenience Mrs*** experienced during this time
If we may be of further assistance, Mrs*** may contact us at ***
Kind regards,
*** ***

Thank you for
the opportunity to respond to ***’s concerns regarding account
#***. *** stated he paid his
account in full, but we are showing an outstanding balance
According to
our records, *** signed a 32-month retail installment contract
on
*** ** ***. This contract included
a 12-month no-interest financing promotion.
In *** *** a payment was misapplied; however, we corrected the
error and credited the payment to ***’s account on *** ** ***. We also reversed the late fee on the account on
*** *** ***, and reinstated ***’s 12-month no-interest financing
On November
13, *** *** called our automated system and obtained a payoff balance of
$1834.68. On *** **, *** ***
made a payment of $1684.68. This left an
outstanding balance of $remaining on the account. *** called out automated system again
on *** **, *** and *** **, *** and was notified both times that
there was an outstanding balance of $remaining on the account. *** called the automated system once more
on *** *, *** and received a payoff quote of $because the account
had begun to accrue interest.
***
stated he faxed in a copy of his homeowner’s insurance on two different
occasions; however, we have not received proof of insurance.
As of December
11, the payoff balance on the account is $1440.82. This includes a past due balance of
$271.27. Please note, the payoff balance
can update daily. If *** would
like to pay the account balance in full, we ask that he call the day he plans
to submit the payment for an up-to-date payoff quote. We have attached a copy of ***’s
payment history for his records so he may verify he received proper credit for
the *** *** payment
We value **
*** as a customer and appreciate him bringing his concerns to our attention

Thank you for the opportunity to respond to ***’s
complaintOur records show on ***, *** purchased a floor model “sold
as is” ** French door refrigerator with a 36-month Repair Service Agreement
Plan and elected Conn’s delivery
We received *** complaint and
found she contacted our
helpdesk department on ***; stating the refrigerator was damaged during
deliveryAfter further research and review, we show *** signed her
delivery ticket acknowledging that she received her refrigerator in good order
on ***As listed on the delivery ticket Conn’s provide our consumers to
ensure their merchandise are received in good condition, “Please thoroughly
inspect your merchandise for damageAn exchange or price concession will not
be authorized for damage discovered after delivery”On ***, we attempted
to contact *** to discuss her concerns however; we were unsuccessful in
our attemptAlthough we are unable to honor ***’s request for an
exchange, as a gesture of goodwill Conn’s is willing to offer 10% off her
refrigerator
In regarding to ***’s delivery, our records show we mailed
a refund check to her residence in the amount of $for the delivery
delayWe sincerely apologize for any inconvenience *** experienced as
a result of the delay
We have included supporting documents with our response
If we may be of further assistance, *** may contact us directly
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.
*** *** mentioned that, "As of ***, *** *** has not initiated the exchange." This is not a true statementAccording to my initial summary within my complaint to the Revdex.com, I tried to exchange the inoperable TV to the same store I 'purchased' it from in *** ***. I was not able to take the inoperable TV to the store until I received a Return Authorization from Conn's, which again, was in *** ***. It was also mentioned that "*** *** was issued a credit up to the original amount paid which was $to reselect a new TV because the original model was no longer available." Again, in my initial summary within my complaint to the Revdex.com, I stated there was absolutely nothing in the Conn's store in that price range." This is when I asked the store manager if I could just receive the $unto my credit with Conn's (*** ***)"This is when he appeased me by saying he would contact Conn's Corporate office." According to *** ***, "*** ***'s exchange was approved through the manufacturer which covers the replacement/exchange of the product only" and my only question is, when? According to the customer representatives I talked to, no one ever offered this information to meThis company wants me to have this product replaced. I am not accepting an exchange/replacement that would increase my paymentsI am trying to better my credit and do not appreciate the pressure of obtaining something that I know would increase my payments (and worse, my obligation)All I am asking is that Conn's credit my account with $and whatever manufacturer and product sales relationships they have with other businesses should be resolved between them without placing the customer in the middle. [*** *** left a voicemail on my phone, ***, *** *** *** @ 8:PM, to contact her at my earliest convenienceAt my earliest convenience, I left *** *** a voicemail the following day, which is today, *** *** *** @ approx3:PM after navigating through few prompts and finally asking a customer representative to transfer me directly to *** ***' extension.]
Regards,*** ***

">Thank you for the opportunity to
respond to Mrs***’s complaint Our records show on 3/09/15, Mrs*** purchased a ***
French door refrigerator with a (manufacturer warranty) and a ***
(Jensen) furniture set which consisted of three pieces (sofa, loveseat, and
chair) with a limited manufacturer warranty on all three pieces. Mrs
*** declined to purchase any additional RSA coverage on her refrigerator
or additional Furnituregard coverage on her furniture. Mrs***’s
signed invoice indicates at the time of purchase she acknowledged she was
provided a copy of the Return and Exchange Policy which states: A
consumer has 30-days from the date of purchase to return and exchange
(electronics and appliances) with a required 15% restocking fee and a No
Return or Exchanges Policy on Furniture, mattresses, décor & accessories
unless inspected by a Conn’s Service Technician and found to have a
manufacturer’s defect. Mrs*** elected to have her items
delivered; we show Mrs*** signed her delivery ticket and delivery
receipt acknowledging all items were delivered and received on 3/12/15 in good order. However, Mrs
*** later contacted us after delivery; stating her sofa was torn
We researched Mrs***’s
complaint and found we attempted to exchange Mrs***’s sofa multiple
times; however each time she refused and mentioned a popping sound when
she sat on the sofa. We
show Mrs*** contacted our Customer Service Department on several
occasions requesting to have all three furniture pieces exchanged; Mrs
*** was informed each time that we could only exchange the sofa which was
damaged upon arrival and that the other two pieces the (loveseat and chair)
did not meet the qualifications for an exchange.
After further review we found Mrs
*** went to her local Conn’s location and dropped off all three furniture
pieces without an approved return authorization; Mrs*** was reminded of
Conn’s No Return or Exchange Policy on furniture items. We have spoken
with Mrs*** on several occasions regarding this matter; Mrs*** was
informed that we could not honor her request to return or exchange the
abandoned items. Mrs*** was also made aware that in order to move
forward she would need to pick up all three furniture pieces to receive an
exchange on the damage furniture piece (sofa) and that the loveseat and chair
did not meet the qualifications for an exchange
We confirmed with the store
manager Mrs***’s furniture is still available to be picked up.
Conn’s is willing to extend Mrs*** additional 10-days (5/2/15) from the date of this response to pick
up her furniture. Please be advised if Mrs***’s furniture is not
retrieved by (5/2/15) her items will be
disposed and she will be responsible for the balance
due.
If we may be of further
assistance, Mrs*** may contact our Customer Service Department at 1-877-358-
Kind regards,
Kathryn J***

Thank you for
the opportunity to respond to *** *** concerns regarding account
#***. *** *** stated she has
requested the insurance and service agreement be removed from her account.
According to
our records, *** *** received an insurance
credit on January 6, in
the amount of $This amount includes $for the insurance and $
for taxes. She received an additional credit for the
Repair Service Agreement on January 27, in the amount of $173.19. This credit includes $plus for
taxes.
Please note
the credits for the insurance and RSA does not adjust the minimum monthly
payment due each month. We have attached
a copy of *** *** payment history showing the credits applied to her
account for her records
We value ***
*** as a customer and appreciate her bringing her concerns to our attention
Thank you,*** ***

Thank you for the opportunity to
respond to Mr***’s complaint. Our records show on 5/09/15,
Mr*** purchased a Samsung 75” 4K Ultra HD Smart TV with a (37-month Repair
Service
Agreement). Mr*** elected to pick up his television from our
Port Arthur, TX location store 005; Mr*** signed his invoice acknowledging
his TV was received in good order
After researching Mr***’s
complaint we found after he made his purchase on 5/09/15 he received a 10% off promotional offer to use towards his next
purchase. Mr*** went into his local Conn’s in attempts to use his
promotional offer to receive a Price Guarantee on his previous purchase.
Mr*** was informed that Conn’s Price Guarantee excludes promotional offers;
however he could use his promotional offer towards a new purchase. After
reviewing his purchase we confirmed the price of his television has not changed
since the time of purchase. At this time we are unable to honor Mr
***’s request to credit his account
If we may be of further assistance,
Mr*** may contact our Customer Service at 1-877-358-
Kind regards,
Jana ***

New Roman"">Thank you for the opportunity to
respond to *** *** complaint. We researched *** ***
complaint and found her issue has been addressed. Our records indicate *** ***
delivery has been completed and all items were received on 4/18/15. We sincerely apologize to *** *** for the experience and any inconvenience that was caused due to the
delayed delivery
If we may be of further
assistance, *** *** may contact our Customer Service Department at ***
Kind regards,
*** ***

Thank
you for the opportunity to respond to Mr***’s complaintOur records show on
10/26/13, Mr*** purchased the *** *** *** furniture set which
consist of
two pieces (sofa and rocker recliner) both with a 1-year limited
manufacturer’s warranty that expired on 10/26/
After
researching Mr***’s complaint we found he contacted us on 11/4/stating
the sofa appeared to be leaning and has a large gap however; we have no record
that an appointment was scheduledWe have reviewed Mr***’s call history
made to customer service and our collection department since the time of
purchase and found there was no mention regarding further issues he was
experiencing with his furniture prior to his the expiration date of his
warrantyWe show Mr*** did speak to a collection’s agent on 2/23/and
2/24/regarding service on his furniture set however; he was informed that
the warranty expired on 10/26/therefore we were unable to scheduled a
service appointment
Although
Mr***’s warranty on his furniture expired on 10/26/14; we verified that the manufacture
offers extended coverage on wooden frames and metal parts that may be covered
regarding Mr***’s original concernsConn’s has agreed to schedule an
appointment to have a serviceman assess Mr***’s original issues regarding
the sofa leaning and a gap in the unit however; fabrics, leather and other
covers are not covered under the Terms and Conditions of the manufacturer’s
warrantyOnce the serviceman has assessed the sofa, we can determine if the
issue with the unit leaning and gap in the sofa is covered under the warranty
to continue with repairs
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 *** *** complaintOur records show on 3/15/14;
*** *** purchased a floor model *** dishwasher with a 1-year limited
manufacturer’s warranty*** *** signed his invoice acknowledging he was
aware the dishwasher was an open box display
model and was a sold as is
product
We received *** complaint and found he contacted our service department on 11/23/
stating the dishwasher turns on but does not wash dishesA service appointment
was scheduled for 11/28/14; during inspection the technician found parts were
needed for repairWe received the parts on 12/10/and contacted *** ***
to schedule his service call to be complete the repairs on 12/13/On
12/13/14; the technician installed the parts, tested the unit and unit tested
okOur records show *** *** contacted our service department later the same
day stating the dishwasher was having the same issueWe informed *** ***
that we could schedule the technician to re-as the dishwasher on 12/16/
however; he stated he was going to return the unit to the store and stop making
payments on his accountWe have contacted *** *** in attempts to continue
with repairs however; on 12/23/he informed us that he had dropped of his dishwasher
to Conn’s and no longer needed service therefore, the service order was
cancelledOn 12/24/14, we confirmed with the store manager located on *** *** *** in ***, ** that *** *** dropped his dishwasher off at
the store without an approved return authorization and abandoned the unit
At this time *** *** dishwasher only qualifies for service repairs; *** *** has only had
one service call on his dishwasher since the original purchase date of
3/15/2014, and he elected not to purchase additional coverage with Conn’s*** *** dishwasher does not meet the qualifications for an exchange under the
terms and condition of the manufacturer’s warranty; therefore we will need to
continue with repair*** *** will need to pick up his dishwasher from the
store within days or the unit will be disposed and *** *** will still be
responsible for the remaining balance on his account
We have included
supporting documents with our response
If we may be of
further assistance, *** *** may contact us at ***
Sincerely,
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
[Provide details of why you are not satisfied with this resolution.]I faxed my bank transactions, as my current statement has not been released yet, and my rental office description of fees that resulted in the nsf to the number provided ( with my account number and att refund dept) and I was told my refund got denied, so was it or was it not received because I will happily resend it if that's what it takes
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 will reach out to MsJ*** tomorrow 1/27/15; however, Conns has not attempted to contact me, or if they have, they did not leave a message The do have my correct telephone number as it was given to them several times and again when the gentleman came out and took pictures again.I am rejecting the response due to the following: This only addresses the damage they did to my old refrigerator but does not address the damage to my new refrigerator they delivered The damage was noted on the delivery, pictures taken and promise to provide a replacement for the damage refrigerator I cannot agree to accept their offer to fix the damages done to my old refrigerator until I speak with MsJ*** and discuss and/or answer questions, etc.Regards,
*** ***

Thank you for the opportunity to respond to *** ***
complaintOur records show on 11/07/13, *** *** purchased a ** washer and
dryer both with a 24-month Repair
Service Agreement Plan*** *** delivery
was scheduled and received in good order on 11/09/
After further review of *** *** complaint, we found he
contacted our service department on two separate occasions for repairs on his
washer*** *** washer was assessed on 12/6/due to the unit not agitating
and again on 3/24/due to the unit not washing clothes properlyDuring both inspections
the technician checked all operations of the washer and was unable to find a
functional failure with the unitThe technician reported the washer was
working up to the manufacturer’s specifications however *** *** was unhappy
with the unit
*** *** only contacted our service department once for
repairs on his dryerOn 11/13/13, *** *** contacted service stating his
dryer was making thumbing noiseA service appointment was originally scheduled
for 11/26/however; *** *** called to re-scheduled his appointment for the
next available service date which was on 12/5/Due to the weather the
technician was unable to meet the time commitment therefore *** ***
appointment was rescheduled for 12/6/On 12/6/13, the technician found parts
were needed to complete repairs on the dryerOur records show there was a
delay receiving the necessary parts to complete the repairs therefore; on
1/24/we agreed to exchange *** *** dryer due to the repair delay
As of 1/28/15, we have no records that *** *** initiated
his exchange on his dryer since it was approved on 1/24/Our records show
*** *** account with Conn’s was charged off on 12/31/therefore; the
option to exchange the dyer is no longer availableAt this time we are unable
to honor *** *** request to return or exchange his washer due to no
problems were found with the unit at the time of inspection; no additional
credit is owed to *** ***.
If we may be of further assistance, *** *** may
contact customer service at ***
Kind regards,
*** ***