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 While this is some true with a few details left out This dishwasher has not worked since we received it on December 14, The first call for service was in December and due to the holidays they could not come out until January My cabinet was not concaved but the top of the dishwasher was concaved and the repairman pushed on the top to try to get the door latch to close. And the same part has been replace times and now we are scheduled for a 6th repair, the issue isn't with this same part being replace but with the dishwasher being a lemon I would think even without the extended service agreement Conns would replace a dishwasher that they sold us that has NEVER worked more than one cycle after the repairmen leave I honestly believe this is a 'lemon' dishwasher and Texas has laws against selling appliance I hope to work Conns on a solution.
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
That does not seem sufficient enoughPlease keep this complaint open until I receive the details of the recalculation
Regards,

Thank you for
the opportunity to respond to Mrs***’s concerns regarding account
#***. Mrs*** stated we
attempted to process a payment from her checking account
According to
our records, the account belongs to *** ***The last payment posted
to
Mr***’s account was on September 5, 2014.
There have been no additional payments processed on the account since
September 2014. We have attached a copy
of the payment history for Mr***’s account for his records
We value Mr
*** as a customer and appreciate Mrs*** bringing her concerns to our
attention. Thank you,Cheryle S***

Thank you for the opportunity to respond to ***
***’s
complaintOur records show on ***, *** purchased a ***
Side-by-Side refrigerator with a
48-month Repair Service Agreement Plan
After further review of ***
***’s service history, we show she contacted our service department on two
separate occasions regarding repairs on her refrigeratorOn ***, ***
***’s called for service stating the refrigerator was not dispensing iceA
service appointment was originally scheduled on *** however; ***
rescheduled her appointment for ***The technician replaced the icemaker
and tested the unit, unit tested okOn ***, *** called for service
stating the refrigerator was not coolingA service appointment was originally
scheduled on *** however; *** requested the technician to come to
her residence after 3pm but the technician was unable to commit to the time frame
therefore, ***’s appointment was re-scheduled for ***During
inspection, the technician found ***’s refrigerator was on demo mode
and reset the unit back to manufacture specifications
At this time ***’s
refrigerator does not meet the qualification for exchange/returnAlthough the
Repair Service Agreement only covers the cost of food for functional failures,
as a gesture of goodwill we will submit a concession for $*** which is the
maximum given for a food lost claim; please allow 7-business days to
receiveWe sincerely apologize for any inconvenience *** experienced
as a result of service delay If we may be of further assistance, *** may contact customer
service at ***
Kind regards,

New Roman"">Thank you for the opportunity to
respond to *** *** complaint. Our records show on 6/18/14, *** *** purchased a *** *** *** sofa with a 48-month Furnituregard Plan. *** *** signed invoice indicates at the time of purchase she acknowledged
she was provided a copy of the Furnituregard Plan brochure and that she
understood the coverage associated with the product; *** *** also signed
acknowledged she was given a copy of the Return and Exchange Policy
After researching *** ***
complaint we found she contacted our service department on two separate
occasions dated from 7/20/14 and 4/14/15 regarding her sofa; stating the
seams were coming loose. *** *** last service call was made on 4/14/15; our records show *** *** has a
service appointment scheduled for 5/06/15.
Once we have the serviceman’s service report; we will be able to determine
what further action is needed.
If we may be of further
assistance, *** *** may contact our Customer Service Department at ***
Kind regards,
*** ***
5/9/
Complaint
3/28/I purchase a washer and dryer stackable setIt was delivered 3/29/it also broke 3/29/I contacted Conns on 3/30/The Technician came 4/2/Due to no follow up by Conns 4/3/I contacted my salesperson *** who advise me he would call warehouse for my delivery date and call
me back.4/6/due to no return call I call my salesperson again, again he said he would call me back4/8/*** a senior representative contacted me offered to replace my washer and dryer stackable with two front loaders for the same price as the washer and dryer stackable and they would be delivered on 4/9/and the warehouse would contact me by 7pm4/9/aprox 1pm Due to not being contacted I've reached out to store again I spoke with supervisor *** who said he was processing my paperwork for the front loaders to be delivered but had to wait for corporate to call him back and he would call me in min4/9/3:30pm I called Conns again to speak with ***, was advised by *** who said he was a senior manager that *** was out to lunch and he would check on my request and call me backI advised him I had been waiting since 4/2/for resolution and he promised he would call me back*** did not follow up either4/12/due to the lack of anyone following back up with me I reached out on ***, Conns webpage and submitted an e-mail for someone to follow back up with me4/13/I was contacted by e-mail by *** *** in our conversation this *** *** also assured me she would get the situation handle she offered me $gift card to apply to the new front loaders that she also said all that I was offered and told me to go into the store and pick up the front loaders and let her know so that she was speak with the manager to apply the hundred dollar gift card4/14/drove to Conns store in *** Texas representative advised no documentation to replace washer and dryer stackable with front loader4/14/e-mail *** 7:16pmNo response 4/15/still no contact from anyone
Desired Resolution
front loader set/kit at the same price as stackable as promisedDue to the inconvenience by Conns Reps/Managers front loader/kit at discounted priceI deserve more than $credit that I would only be able to apply back to ConnsShould have a least a month free And my days same as cash should
not start until I receive my new front loaders wash/dryerHire me to train your reps the value of Phenomenal Customer Service and AppreciationHire me as a ghost customer to travel around all your locations to ensure representatives are distributing correct information and products and services in a timely manner
Consumer Business Dialog

Thank you for the opportunity to respond to *** ***’s complaint.
*** *** has been contacted regarding her concerns and after researching
her complaint we found her icemaker had been replaced times while under the
manufactures warranty. *** ***’s
refrigerator was
approved for an exchange on 1/22/due to excessive service. *** *** visited her nearest Conn’s on
1/26/and reselected a refrigerator which is scheduled to be delivered on
2/7/15. We sincerely apologize to *** *** for the
experience and any inconvenience that has been caused.
If we may be of further assistance, *** *** may contact
Customer Service Department at ***
Sincerely,
*** ***
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Thank
you for the opportunity to respond to Mr***’s
complaintOur records show on 1/30/15; Mr*** purchased a ** dishwasher
with a 24-month Repair Service
Agreement Plan
We
received Mr***’s complaint and found that his issues have been addressed
and we were able to confirm that his dishwasher is now functioning properly
Mr*** informed us that he was originally told by the service technician
that he would need to contact a plumber regarding the issues he was
experiencing with his dishwasherMr*** stated he paid a plumber $to
come out and assess the dishwasher however; the plumber informed him the issue
was not a result of plumbing issues in his homeConn’s has agreed to reimburse
Mr*** the $he paid to have a plumber assess his unitWe
sincerely apologize for any inconvenience Mr*** experienced during this
processIf
we may be of further assistance, Mr*** may contact customer service at
1-877-358-
Kind
regards,
Dyeisha
W***

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. While the company has ersponsed after my continued calls and finally having direct contact with *** ***...I am awaiting the completion of the contracts merger before I can call this case resolved. Saying it is in process is the same responses I had before then it cancelled. Once I have a new contract with a new payment and payment coupons...I THEN will consider this clase closed but not until then..]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
From: *** *** [mailto:***]
Sent: Wednesday, *** *** *** *** **
To: drteam
Subject: Re: Conns ***
totally not true I was never informed of the any 15% restocking fee and the hr returned policy I even asked for a reselection nothing is resolved I will like a refund of my thank you
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 Good morning Dispute Resolution Team : I will accept the offer from Conn's As soon as I receive their letter of confirmation on this matterThank You Ms***

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 We did contact there service department and they said we needed to speak to a manager They also told us becuase the comforters were in store we needed to take them with us and they could not be delivered So I get home and didn't open package until furniture was delivered put it on the bed and found the tears We contacted them after Thanksgiving and now they want to offer us $50.00> This is unacceptable One out of two of the comforters was bad and they won't do anything I would like a new comforter or money back please
[Provide details of why you are not satisfied with this resolution.]
Regards,*** ***

Thank you for the opportunity to respond to *** *** concerns regarding account #***. *** *** stated he was supposed to have 12-months no-interest financing on his
account
*** *** signed a 30-month retail installment
contract on *** 15,
2014.
The items purchased did not qualify for the 12-months
no-interest financing promotion at the time of
purchase
We are unable to add the 12-months no-interest financing
promotion to *** *** contract
We value *** ***t as a customer and appreciate him
bringing this matter to our attentionThank you,*** ***

Thank you
for the opportunity to respond to *** ***’ complaintOur records show on
***, *** *** purchased the *** *** *** bedroom set,
***
Queen mattress and *** Queen foundation*** *** merchandise was
originally scheduled for delivery on *** however; the furniture was
damaged during transit and was re-scheduled for ***Our records show ***
*** received all her products in good order on ***
After
further review and research, we do show *** *** was offered a $** gift card
for her inconvenience and the delay in deliveryOur records show we mailed
*** *** gift cards on *** however; we have confirmed that the gift
cards has not been usedConn’s has
agreed to concession *** ***’ account for $** in lieu of receiving the gift
cards; please allow 7-business days for processingWe 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 for
the opportunity to respond to Mrs***’s concerns regarding account
#***. Mrs*** stated she
signed a second contract to have the insurance removed from her account and the
monthly payment lowered.
According to
our records, Mrs***
signed a 32-month retail installment contract on
September 14, 2014. This contract
included our property insurance. On
September 17, 2014, Mrs*** provided proof of homeowner’s insurance and
signed a second contract. The signatures
on the second contract could not be validated; therefore, that contract could
not be processedWe did however; credit Mrs***’s account for the amount
of the property insurance. The amount
credited to Mrs***’s account was $529.77.
This amount included the amount paid for the insurance as well as taxes
and finance charges.
Please note,
an insurance credit applied to the account will not lower the monthly payment
The credit reduces the account balance only.
The minimum monthly payment will remain the same
We value Mrs
*** as a customer and sincerely apologize for any inconvenience she has
experienced due to this matter. We have
included a copy of the valid contract along with the payment history for Mrs
***’s records. Thank you,Cheryle S***

CASE ID: ***
On March 20, 2015 you provided the following information:
Thank
you for the opportunity to respond to Mrs***’s additional
commentsWe verified with our Accounting Department that Mrs
***’s check was processed however; there was an error made when
entering her mailing addressWe attempted to contact Mrs*** to
verify her mailing address but was unsuccessful and left a voice message
to return our call
We will process another check request and mail it via *** to expedite the processWe show Mrs***’s current address is:
*** *** ***
***, ** ***
We sincerely apologize for any inconvenience Mrs*** experienced as a result of delay
If we may be of further assistanceMrs*** may contact customer service at 1-877-358-
Kind regards,
Dyeisha ***
Customer Relations
1-866-765-

Thank
you for the opportunity to respond to Mr*** complaintOur records
show on 9/16/14, Mr*** purchased the United Lakewood Doe furniture set
which consist of four pieces (sofa, loveseat, chair and
ottoman) with a
1-year limited manufacturer’s warrantyMr*** was scheduled and received
his furniture set on 9/20/in good order
We
received Mr***’s complaint and found he contacted the service department
for repairs on 9/25/for the loveseat and 9/30/regarding the chairWe
made several attempts to locate a service provider to assess Mr***’s
furniture however; we were unsuccessful locating a certified serviceman
within the Lubbock, TX area which has caused a delay scheduling his service
appointment
On
10/10/14, we contacted Mr*** to discuss his concerns; during
conversation Mr*** stated he originally contacted the service department
for repairs on his loveseat and chair however, now he is having an issue with
the sofa as well and Conn’s has not been able to provide a serviceman in his
areaWe offered Mr*** the option to return or exchange his furniture
set in attempts to resolve this matter however; Mr*** informed us that
he has submitted his request to small claims court to resolve his concerns
We
sincerely apologize for any inconvenience Mr*** experienced as a result
of the delayConn’s is still willing to extend Mr*** the option to
return or exchange his furniture setIf Mr*** agrees to return or
exchange his furniture set, he may contact us directly at ***
Kind regards,
*** ***
Customer Relations Officer
*** *** ***

[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 would like to add that Conns charged me to deliver the replacement TV to meConns only agreed to replace the TV once *** *** admitted fault and offered a replacementI would also like to add that I have been a customer of Conns for three years and have never missed a paymentI cant believe I had to pay them to replace something that was faulty from the startI beleive that it was only the Revdex.com and attorney genereal complaints that I filed that got this taken care ofI thank you for your involvement.As a note of good will Conns should call *** and reference claim *** for the raplacement TV*** will deliver on Thursday and will not charge them a delivery feeIm glad I could help them offset any expense. Best, *** ***

Thank you for
the opportunity to respond to MrsMc***’s concerns regarding an
account. MrsMc*** stated she has
been receiving calls regarding her father’s account
According to our
records, we have placed a cease and desist on MrsMc***’s telephone
number
at her request on January 23, 2015.
Please note, it may take hours for the telephone number to be removed
from our system. MrsMc*** should
not receive any additional phone calls regarding a Conn’s account
We value Mrs
Mc*** and sincerely apologize for any inconvenience she has experienced due
to this matter. Thank you,Cheryle S***

Thank you for
the opportunity to respond to Mrs*** concerns regarding account
#***. Mrs*** stated she paid
the account in full and would like a close out letter and the credit marks
removed on the account
We have been
in contact with Mrs*** and
have resolved her account concerns. We processed a goodwill close-out on the
account and have removed the credit marks received in error.
We value Mrs
*** as a customer and sincerely apologize for any inconvenience she has
experienced due to this matterThank you,Cheryle ***

Thank you
again for the opportunity to respond to ***’s concerns regarding his
accounts
***
signed a 30-month retail installment contract on January 23, 2014. This contract included property insurance and
our Retail Service agreement.
On May 22,
*** replaced the television due to damages that were covered by the
RSA agreement. This replacement fulfilled
the terms of the RSA agreement. The
second retail installment contract reflects the credit amount of $1416.98. *** received this credit amount for the
value of the damaged TV.
***
received the credit for the television on the second contract; therefore, the
amount is still owed on the first contract.
The RSA agreement is what allowed *** the option to exchange the
television due to the damages and the amount for the RSA is also still owed on the
first account.
*** has
not been charged double for the television.
The RSA agreement has been fulfilled on the first contract; therefore,
he was given the option to purchase the RSA to cover the new television.
*** may
opt out of the property insurance by providing a copy of his homeowner’s or renter’s
insurance declaration page. ***
may submit proof of insurance to ***. We ask that he note the account number on the
fax for a faster response time.
We have attached copies of
both contracts for ***’s records.
If *** has any additional questions he may contact us directly.Thank you,*** ***Credit Helpdesk SpecialistConn's Inc.*** *** ***