Conn's Home Plus

Thank you for
the opportunity to respond to Mrs. C[redacted] concerns regarding account
#38467636.  Mrs. C[redacted] stated she paid
her account in full in August 2014 and never received a letter stating the
account was closed.
 
According to
our records, Mrs. C[redacted] account has...

been closed as of August 26, 2014.  We have mailed two previous close-out letters to the address on
file.  We have included a copy of the letter
for Mrs. C[redacted] records.
 
We value Mrs.
C[redacted] as a customer and sincerely apologize for any inconvenience she has
experienced due to this matter.Thank you,Cheryle S[redacted]

Thank
you for the opportunity to respond to Mr. [redacted]’s complaint. Our records show on
6/6/15; Mr. [redacted] purchased the [redacted] Magnum Mocha reclining loveseat which
comes with a 1-year limited manufacturer’s warranty; no additional coverage was
purchased with Conn’s.
 
We
researched Mr....

[redacted]’s complaint and found he contacted our service department on
8/3/15 stating springs are coming out of the seat. A service appointment was
scheduled for 8/28/15; during the inspection the serviceman found springs
coming out both seat cushions and found parts were needed to complete repairs.
However; Mr. [redacted]’s refused service and requested an exchange therefore the
service order was cancelled. Mr. [redacted]’s was informed that his loveseat did not
meet the qualification for an exchange and we would need to continue with
service. A new service order was created on 9/15/15 to order the parts required
to complete repairs however; there was a delay receiving the parts from the
manufacturer. Mr. [redacted] was contacted on 10/29/15 and advised that due to the
delay his reclining loveseat would be exchanged.  Our records show Mr. [redacted]’s re-selected the
[redacted] sofa which was delivered and signed as received in good order
on 11/8/15.
 
We
sincerely apologize for any inconvenience Mr. [redacted] experienced during this
process.  If we
may be of further assistance, Mr. [redacted] may contact Customer Service at
1-877-358-1252.
 
Kind regards,
 
Dyeisha [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  I have received the check for 96$ but the account has not had the cash option reinstated so that I can settle this out. I just spoke to customer service and was told it has not been done yet. Spoke with them last Wednesday and also Monday the 30th. This has been dragging out for too long and I need someone to actually fix the problem. 
Regards,

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to Mr. [redacted]’ concerns. We have a more than 120-year history of quality customer service and satisfaction, and we would not want anything to impair that record. As a reminder, Mr. [redacted] may contact Conn’s regarding questions by...

calling our Customer Service Helpdesk at 1-877-358-1252, or on-line at www.conns.com.  Mr. [redacted] has stated in the complaint: 1)       He was told that the chest would be available for delivery within two weeks but still has not received the item; 2)       He has been getting the runaround on when the item will be available; and 3)       He is requesting immediate delivery.     Our investigation reveals that: 1)    Mr. [redacted] was informed the chest was not available for immediate delivery but schedule to arrive from the manufacturer 2)    The sales associate and store manager has remained in contact with Mr. [redacted] regarding product availability; and 3)    The chest is currently scheduled to arrive on 8/3/17; once received we will schedule for immediate delivery.     Our records show on 4/29/17, Mr. [redacted] purchased two [redacted] full bedroom sets which consist of five pieces (headboard, footboard, rails, trundle, nightstand, and chest). Mr. [redacted] was informed that the chest was not available for immediate delivery but was scheduled to arrive from the manufacturer within two weeks. We show all Mr. [redacted] items were delivered and received in good order on 4/30/17 expect for one of the [redacted] chests.   After further researching Mr. [redacted]’ complaint we found the [redacted] chest has been postponed from the manufacturer on four separate occasions. We contacted our merchandising department and were informed that the item is currently scheduled to arrive on 8/3/17.  We have agreed to offer a 20% concession on the chest due to the delay. Once we receive the item, Mr. [redacted] will be contacted to schedule delivery. We sincerely apologize for any inconvenience Mr. [redacted] experienced during this process.   Conn’s values Mr. [redacted] as a customer and appreciates him for bringing this matter to our attention.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  I do not accept this resolution as it has already become yet another nightmare obstacle I am facing.  After getting approved for the in store credit, I contacted the [redacted] peay location in which I purchased my original furniture and have been dealing with the manager.  When I asked to speak with Chris, the manager that supposedly filed a report and assured me that I would hear back no later than friday (never heard back on that) he is no longer there and has since been promoted, so I asked tto speak with the general manager.  I explained to him everything that I've been through and after a period of silence, I jokingly said "I have an uncle that was CEO of driven brands and I'm thinking he may know your current CEO, as he came from [redacted] automotive" to which he replied "that would probably be your best bet to have your uncle make a personal call to the president"...  I chose to go to the [redacted] location because that simply was not the kind of management team I wish to do business with.  The manager at [redacted] was very nice and helpful, or so I thought.  There was nothing available for the credit amount given and the original furniture I purchased was even $200 more, but I reselected 1 couch and 2 recliners, going over budget by around $300, only to discover that he had to rig the order because there were still only 2 lines available for my purchase, so I will now have to pay 2 separate bills to Conn's monthly.  The furniture will not even be available or in stock until some time in July, so when I contacted billing and customer service, they can't pull up anything or help me get this figured out at all.  In the process of all of this I also found out that, even though I physically went to my [redacted] insurance company to get the insurance information they needed, and physically took it to the [redacted] peay store BEFORE my original furniture was ever even delivered, they have continued to charge my for insurance coverage and expect me to once again provide them my insurance information so they can stop the billing for insurance, but not credit my account for the insurance fees already paid.  At this point I am going to cancel the new furniture order and ask them to come pick up the original set.  I could have gone anywhere else and paid less (I showed the store manager the same furniture listed for much cheaper at another business, but they don't do any sort of price matching) and wouldn't have gone through the nightmare I've endured in the process.  I am suffering from sciatica on both sides of my back and this has just become ridiculous! I just want out and don't wish to conduct business with such a poorly operated business anymore.  Conn's has lived up to and earned their title, they have conned me yet again.
Regards,
[redacted]

Thank you for
the opportunity to respond to Mrs. [redacted]’s concerns regarding account
#[redacted].  Mrs. [redacted] stated she was
promised a $50 gift card but she never received it.  She also stated she would like the interest
removed from her account.
According to
our records,...

Mrs. [redacted] signed a 24-month retail installment contract on August
31, 2014.  This contract did not qualify
for our 12-month no-interest financing offer; therefore, we are unable to honor
Mrs. [redacted]’s request to remove the interest from the account.
Mrs. [redacted]
stated she was promised a $50 gift card and never received it.  We do not have record of a gift card being
sent to Mrs. [redacted].  We have processed
the request to have a $50.00 gift card mailed to Mrs. [redacted].  She should receive the gift card within 7-10
business days.
We value Mrs.
[redacted] as a customer and appreciate her bringing her concerns to our
attention.  We have attached a copy of
Mrs. [redacted]’s contract for her records. Thank you,Cheryle S[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
[Provide details of why you are not satisfied with this resolution.]
Regards, Not satisfied with this response. I did contact customer service. I inquired  who to direct my complaints to and was told to check the state website for information that I would need.  I never once spoke to anyone in legal though I sent a certified letter, faxed a letter, and mailed one, and never had any conversation though I tried with anyone about cs rep, who could help me.   I have been unhappy since the purchase of this furniture.  The quality is not good.  The entire sectional would have to be replaced.  It can not be repaired.  If this is the final answer from Conn's, I will be filing a small claims suit requesting refund, return, reduction or exchange.Thank you, B. [redacted]

Thank you for
the opportunity to respond [redacted]’s concerns regarding account
#[redacted].  [redacted] stated her bank
account was fraudulently accessed four times and added NSF fees to her account.
 
According to
our records, [redacted] scheduled a payment in the amount of...

$112.45 through
our online bill pay system.  That payment
was returned by [redacted]’s financial institution due to NSF.  We only attempted to process the payment on
the date it was submitted. 
 
We have
attached a copy of [redacted]’s payment history for her records.  If [redacted] received further NSF fees, she
will need to discuss her concerns with her financial institution. 
 
We value [redacted] as a customer and appreciate her bringing her concerns to our attention. Thank you,[redacted]

Thank you for the opportunity to respond to [redacted].
[redacted]’s concerns regarding account #[redacted].  [redacted]
stated she made a payment through our web pay but it was not processed which
caused her to lose her no-interest financing.
 
According to our records, [redacted] attempted...

to make
a payment through our online web pay service on December 2,
2014. 
That payment was returned by [redacted]’s financial
institution due to account number not found.  [redacted]
imputed her banking information incorrectly when making her payment through our
web-pay service. 
Due to the error, [redacted]’s cash option on her
account was voided. 
 
As a one-time offer and a goodwill gesture, we
are extending [redacted]’s cash option to allow her the opportunity to pay the
account balance in full this month (June 2015) without interest.
 
If the account balance is not paid in full this month,
June 2015, the
cash-option will be voided and the accrued interest will be added back to the
account.
 
We value [redacted] as a customer and apologize for any
inconvenience she has experienced due to this matter. Thank you,[redacted]

Thank
you for the opportunity to respond to [redacted]’ complaint. Our records show on
8/8/15, Mrs. [redacted] purchased a Serta Initiative Firm king bed and elected to
purchase a 48-month FurnitureGard Plan. Mrs. [redacted]’ mattress was delivered
and signed acknowledging the item was...

received in good order on 8/11/15; no
damages were reported at the time of delivery. Per Mrs. [redacted]’ request, the
mattress was left in her hall wrapped in plastic due to remodeling. As listed
on the signed delivery ticket; “Please thoroughly inspect your merchandise
for damage. An exchange or price concession will not be authorized for damage
discovered after the delivery”.

We
researched Mrs. [redacted]’ complaint and found she contacted our delivery team on
8/22/15 stating that she just removed the plastic from the mattress and
noticed a large slice down the back of the unit but the plastic was unharmed.
Mrs. [redacted]’ information was forwarded to a manger for further review however;
we were unable to confirm when or how the damages occurred from the time of
delivery.  Therefore Mrs. [redacted] was
informed to contact our service department to schedule an appointment for
repairs. Mrs. [redacted] contacted our service department on 9/9/15 regarding the
tear in her mattress. A service appointment was scheduled for 9/11/15; the
serviceman was able to stitch the tear on the bottom of the mattress to
complete repairs.

Conn’s
has a No Return/Exchange on all mattresses however; Mrs. [redacted]’ mattress
qualified for Serta’s 120-day In-Home Comfort Guarantee. Mrs. [redacted] may visit
her nearest Conn’s location to take advantage of Serta’s 120-day In-Home
Comfort Guarantee.  We sincerely apologize
for the delay and experience Mrs. [redacted]’ had regarding this matter.

If we may be of further assistance, Mrs. [redacted] may contact us at
1-877-358-1252.


Kind regards,

Kathryn J[redacted]
Customer Relations

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint. We researched Mrs. [redacted]’s complaint and found on 1/21/15; Mr. [redacted] was approved for an exchange on his refrigerator under the Terms and Conditions of the RSA Plan. However, Mr. [redacted] elected not to...

initiate his approved exchange and opted to continue with service since Conn’s no longer carried the same model he originally purchased. Our records show on 2/3/15the technician replaced the [redacted] to complete repairs and reported the unit was functioning properly. Mr. [redacted] contacted service again on 3/27/15 stating water is leaking in the crispers and making a popping noise. Mr. [redacted] was once again offered the option to exchange the unit however; he declined an exchange and requested to continue with repairs. A service appointment was scheduled for 4/4/15; the technician cleared out the drain line and adjusted the setting however no parts were required to complete repairs. We have no records showing Mr. [redacted] has contacted us regarding any further repair needs since the unit was last inspected on 4/5/15. At this we are unable to honor Mrs. [redacted]’s request; Mr. [redacted] elected not to exchange his unit and opted to continue with service repairs. Mr. and Mrs. [redacted] have not contacted us since the last service order was completed on 4/5/15 or prior to the expiration of the RSA dates 4/29/16regarding any issue with the refrigerator. As of 4/29/16, Mr. [redacted] no longer has coverage on his unit with Conn’s; any further repair needs will be an out-of-pocket expense. If we may be of further assistance, Mrs. [redacted] may contact us at 1-866-765-1513. Kind regards, Dyeisha [redacted]

Thank you for
the opportunity to respond to Ms. [redacted]’s concerns regarding account [redacted].  Ms. [redacted] stated she returned her product,
but continues to receive collection calls and she would like the account from
her credit. 
 
According to
our records, Ms. [redacted]...

signed a 32-month retail installment contract on March
2, 2015.  Ms. [redacted] stated the delivery
drivers damaged her property and did not assemble the product correctly.  We have no record of Ms. [redacted] contacting
Conn’s to file a claim or to have the products serviced. 
 
Ms. [redacted]
stated she returned the product.  We have
no record of the items being returned to Conn’s. 
 
We are
obligated to report factual information to the credit bureaus and are unable to
remove the negative credit marks assessed on the account due to payments not
being made timely. 
 
Ms. [redacted]
also had questions regarding Mr. [redacted]’s account.  Although we are unable to address Mr. [redacted]’s
concerns with Mrs. [redacted], we will send Mr. [redacted] a certified letter to the
address on file to answer any questions or concerns he may have.
 
Conn’s values
Ms. [redacted] as a customer and appreciates her for bringing her concerns to our attention.  Thank you,Cheryle S[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
[When I made the payment on April 21,2015 the representative stated that all I had to was $74. and some change to bring my account current. they started calling me 3-4 times a day saying that I owed more money.  I feel that I should not have to pay when I asked several times about the amount before I made the pay to make sure it would bring me current until May 26th.   I don't have a problem paying my bills if I am behind I will make the payments and pay for everything I get.I feel like Conn's needs to take responsibility for they way they have harassed me and my family members.  They need to admit that they have made mistakes in handling our account.  They are wrong in calling up to 12 times a day, and need to review their customers account information before they just get on the phone and say  you owe us money and to pay it now.Regards,
Tammy [redacted]

Thank you again
for the opportunity to respond to [redacted] concerns regarding her
accounts. 
 
According to our records and recorded calls, [redacted]
agreed to have us process payment extensions on her account to help bring her
account current on July 16, 2014.  The
payment in the amount of $40.11 was scheduled to process on July 29, 2014 so we
could process the extensions.  That
payment was declined by [redacted] financial institution; therefore, the extensions
could not be processed and the account was backdated. 
 
We provided all the information regarding the account in our
previous response.  As of January 5, 2015
the payoff amount is $315.39.  This
includes a past due amount of $104.57. 
Please note, the payoff amount updates daily.  If [redacted] would like to pay the account
in full, we ask that she calls the day she plans to submit the payment for an
up-to-date payoff quote. Thank you,Cheryle S[redacted]

Thank you
for the opportunity to respond to [redacted] additional comments.  Conn’s has honored our previous agreement to
[redacted] through the Revdex.com.  As
previously stated we processed and mailed two $100.00 gift cards to [redacted].
[redacted]’ residence; the tracking number for the gift cards is
[redacted]. Although we were unable to confirm if [redacted] was
offered $300.00 in gift cards; Conn’s submitted another $100.00 gift card on
1/19/15 which was mailed to her residence; the tracking number
[redacted].  USPS online
tracking shows both a notice was left to pick up both envelopes.  [redacted] will need to contact her local
post office to sign for the certified mail. 
 
At this time
we are unable to honor [redacted] request to further defer her monthly payments.
As listed on the contract she signed at the time of purchase her first payment was
due on 12/01/14; any payments received more than 30-days after the due is may
be subject to negative activities being reported to the credit bureau.
 
If we may be
of further assistance, [redacted] may contact us at 1-877-358-1252.
 
 
 
Sincerely,
 
[redacted]
[redacted]

Thank
you for the opportunity to respond to Mr. [redacted]’s complaint. Our records show on
10/26/13, Mr. [redacted] purchased the [redacted] furniture set which
consist of...

two pieces (sofa and rocker recliner) both with a 1-year limited
manufacturer’s warranty that expired on 10/26/14.
 
After
researching Mr. [redacted]’s complaint we found he contacted us on 11/4/13 stating
the sofa appeared to be leaning and has a large gap however; we have no record
that an appointment was scheduled. We have reviewed Mr. [redacted]’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
warranty. We show Mr. [redacted] did speak to a collection’s agent on 2/23/15 and
2/24/15 regarding service on his furniture set however; he was informed that
the warranty expired on 10/26/14 therefore we were unable to scheduled a
service appointment.
 
Although
Mr. [redacted]’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. [redacted]’s original concerns. Conn’s has agreed to schedule an
appointment to have a serviceman assess Mr. [redacted]’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
warranty. Once 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. [redacted] may contact customer service at [redacted].
 
 
Kind
regards,
 
Dyeisha
W[redacted]

Thank you for
the opportunity to respond to Ms. Edmonds’ concerns regarding account
[redacted]3832.  Ms. Edmonds stated she paid
off her account in December 2015 but she received a credit mark in March 2016
and a credit mark in December 2015.
 
According to
our records, Ms....

Edmonds signed a 32-month retail installment contract on May
18, 2013.  She agreed to have the minimum
monthly payment due on the 27th of each month. Ms. Edmonds received
a 30-day credit mark for December 2014 because her December payment was not
submitted until March 2, 2015. 
 
Ms. Edmonds
paid her account balance in full on November 25, 2015.  No additional credit reporting has been
submitted since the account has been paid in full. 
 
Conn’s is
obligated to report factual information to the credit bureaus and we are unable
to remove the negative credit mark for December 2014 due to the payments not
being made timely.  We have attached a
copy of Ms. Edmonds’ payment history for her records.  If Ms. Edmonds’ credit report reflects
anything other than what we have stated above, she will need to fax over a full
copy of her credit reports from the credit bureaus for further research.  Please note, we are unable to review credit
reports from third party agencies, as they may not have up-to-date
information.  Conn's value Ms. Edmonds as a customer and appreciates her for bringing her concerns to our attention.  Thank you,[redacted] Simmons

Thank you for
the opportunity to respond to Ms. [redacted]’s concerns regarding a pre-approval
letter she has received.  Ms. [redacted]
stated she has received a pre-approval letter for her minor child and would
like the pre-approvals to cease. 
We have
removed Ms. [redacted]’s...

address from our mailing system; however, Ms. [redacted]
will need to follow the OPT-OUT instructions listed on the mailer to remove the
information from the three credit bureaus as well. 
We ask that
Ms. [redacted] please disregard any mailings she may receive within the next 30-60
days due to any mailings that was sent out before her request was received. 
We appreciate Ms. [redacted] for bringing her
concerns to our attention and sincerely apologize for any inconvenience she has
experienced due to this matter.  Thank you,Cheryle Simmons

Thank you for the opportunity to respond to [redacted] concerns
regarding account #[redacted].   [redacted] stated his account was supposed to
be financed using the 12-month no-interest financing promotion.  
  According to our records, [redacted]
signed a 32-month...

retail installment contract on June 28, 2014.  
Although the product purchased may have qualified for the 12-month no-interest
financing promotion, [redacted] credit did not qualify for the 12-month
no-interest financing promotion.   We are unable to honor [redacted] request
to remove the interest from the account.    
We have attached a copy of [redacted] retail installment
contract for his records.     We value Mr.
Wheelock as a customer and appreciate him bringing his concerns to our
attention.   Thank you,Cheryle S[redacted]

Thank you for the opportunity to respond to Mrs. [redacted] additional comments. We spoke to Mr. [redacted] regarding his exchange and scheduled a date to deliver his new unit. Our records Mr. [redacted] new microwave was delivered and signed acknowledging the item was received in good order on November 4, 2016. We sincerely apologize for any inconvenience Mr. and Mrs. [redacted] experienced during this process. If we may be of further assistance, Mr. or Mrs. [redacted] may contact us at 1-877-765-1513.  Kind regards, Dyeisha [redacted]