Conn's Home Plus

Thank you for the opportunity to respond to [redacted] concerns regarding account #[redacted].  [redacted]
stated we debited her checking account without her
permission.
According to our records, [redacted] had automatic
payments in the amount of $200.00 set up on our webpay...

service.  [redacted]
will need to go in and cancel the automatic payment in order to stop the payment
from processing. 
We are in the process of refunding the overpayment
amount of $200.00. Please allow 2-3 weeks for processing.  The refund
check will be mailed to the address on file. 
We value [redacted] as a customer and appreciate her
bringing her concerns to our attention.  If [redacted] would like help canceling the automatic payment, she may contact our
customer service department for assistance. Thank you,Cheryle S[redacted]

In our previous response, we
provided information regarding [redacted] last service call with Conn’s. [redacted]
has not provided any additional information regarding his washer which has been
repaired. We have no records that [redacted] has contacted us regarding any
further issues he is experiencing with his washer since repairs were completed
on 8/12/15. If [redacted] is in need of any further service, he may contact
our Service Department to schedule an appointment.
 
If we may be of further assistance,
[redacted] may contact Customer Service at 1-877-358-1252.
 
Kind regards,
 
Dyeisha W[redacted]

[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 [redacted], and find that this resolution would be satisfactory to me, as long as conn's holds up their end and marks my account paid on full upon receipt of $193 and change as well as an additional copy of my insurance policy.

Thank you for the opportunity to respond to Mr. [redacted]’s complaint. Our records show on 6/29/15, Mr. [redacted] purchased a Samsung washer and dryer and elected to a 36-month Repair Service Agreement. We reviewed Mr. [redacted]’s complaint and found he had four service calls regarding his washer dated from...

8/10/15 to 9/14/15. After further reviewing Mr. [redacted]’s service needs, we show he was approved for an exchange on 9/15/14 under the Terms and Conditions of the manufacturer’s warranty. Mr. [redacted]’s new washer is currently scheduled for delivery on 9/17/15 and Conn’s RSA will continue on the exchanged unit for the remainder of the Agreement term. As listed under the T&C’s of the RSA Plan: THIS AGREEMENT IS EFFECTIVE DURING THE TERM OF THE MANUFACTURER’S WARRANTY, AND THEREAFTER UNTIL THE END OF THE AGREEMENT; IT DOES NOT REPLACE THE MANUFACTURER’S WARRANTY, BUT PROVIDES CERTAIN ADDITIONAL BENEFITS DURING THE TERM OF THE MANUFACTURER’S WARRANTY.   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]Customer Relations

Thank
you for the opportunity to respond to Mr. [redacted]’ complaint. After
research, we found Mr. [redacted] is not the account holder therefore; we are
unable to...

discuss any account information with 3rd party. However;
Mr. [redacted] may have the account holder contact our Customer Service
Department at [redacted] for further assistance.
 
 
 
Kind
regards,
 
Dyeisha
W[redacted]

Thank you for the opportunity to respond to [redacted]
[redacted] complaint. After further
review and research of [redacted] concerns, we were able to confirm that...

her
recliner was reported damaged upon delivery. Conn’s has agreed to honor [redacted]
[redacted] request to exchange the recliner; her new recliner is scheduled for
delivery on 1/30/15. We sincerely apologize for any inconvenience [redacted]
experienced as a result of the delay initiating her exchange. As a gesture of
goodwill, we will mail [redacted] a $50 gift card for customer satisfaction.
 
 
If we may be of further assistance, [redacted] may contact customer
service at 1-877-358-1252.
 
 
Kind regards,
 
 
[redacted]








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Thank you for the opportunity to respond to Ms. Lipford’s concerns regarding accounts [redacted]7431 and [redacted]4132.  Ms. Lipford stated she thought her accounts were combined.  She would like the accounts combined and her monthly payment lowered.   According to our records, Ms. Lipford...

signed a 34-month retail installment contract on November 25, 2016. That contract created account [redacted]7431 and qualified for our 12-month no-interest financing promotion (“cash-option”).  On February 26, 2017, Ms. Lipford signed a 36-month retail installment contract. That contract created account [redacted]7432.   Due to the contract terms being different on each account and account [redacted]7431 being an active “cash-option” account, we are unable to honor her request to combine the accounts at this time. We have included copies of Ms. Lipford’s signed retail installment contracts for her records.      Conn’s values Ms. Lipford as a customer and appreciates her for bringing her concerns 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.  
[Provide details of why you are not satisfied with this resolution.]
Regards,The store's response still does not resolve the problem. Store installation was not properly nor professionally done. Store warehouse manager told me he would take care of the issue. Also headquarters customer service personnel told me the warehouse manager would be able to resolve the issues.

Thank you again for the opportunity to respond to Mrs. [redacted]’s concerns regarding account [redacted]1430.  Ms. [redacted] accepted the credit of $1178.14 to close the account.  This amount included the $1099.99 for the item plus any applicable tax.  On September 3, 2015 the credit was applied to the account.  A refund in the amount of $39.81 was issued to Ms. [redacted] and the account has been closed as of September 14, 2015.  As stated in our previous response, we are obligated to report factual information to the credit bureaus and are unable to remove the negative credit marks earned on the account due to non-payment.  We have attached an updated copy of Ms. [redacted]’s payment history for her records that reflects a zero balance on the account.  We value Mrs. [redacted] as a customer and appreciate her for bringing her concerns to our attention.  Thank you,Cheryle [redacted]

Thank you for the opportunity to respond to [redacted]'s concerns regarding a payment.  [redacted] stated he was charged overdraft fees due to a payment that was processed; however, he does not have an account with us.[redacted] will need to provide additional information in order for us to...

research in complaint.  If [redacted] can fax in a full running bank statement to our customer accounting department at 87-404-2434, we will be happy to research is concerns further.  Thank you,[redacted]








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Thank you for the opportunity to respond to Ms. [redacted]’s complaint.  Our records indicate that on 1/24/15 Ms. [redacted] purchased a [redacted] Glass Table with a limited one year manufacturer’s warranty, a [redacted] Java Sofa And Loveseat with a...

48-month FurnitureGard Service Agreement, and a [redacted] Cebu Wine Sofa And Copper Chair, which included a one year manufacturer’s warranty and a free 32" LED TV totaling $4092.92.   Ms. [redacted] received a copy of the Return and Exchange Policy at the time of purchase.  Our Return and Exchange Policy states: No returns or exchanges on furniture.  If your product fails while under manufacturer’s warranty or Conn’s FurnitureGard Service Plan, Conn's Factory Authorized Service will repair your product according to these warranties.   Ms. [redacted] also signed his invoice acknowledging that he received a copy of the Return and Exchange policy.  Ms. [redacted]’s furniture was picked up from location 131 on1/24/15  After reviewing Ms. [redacted]’s complaint we show she contacted us on 12/13/16 stating that her sofa was not repaired; due to having four previous repairs to the sofa Ms. [redacted] was granted an exchange under the terms of the warranty. She contacted Conn’s on 2/1/17 stating the loveseat was making popping noises and the armrest and leg was broken and the cushions were sunken in.  Service inspection was scheduled for 2/5/17; upon inspection it was found that the  LSF and RSF arms has collapsed and deck frame collapsed and back frame was making popping noises. The LSF and RSF seat cushion cores sinking and front legs broken.  Based upon inspection it was determined that the warranty would only cover repairs for legs as other issues are not covered under the terms of the warranty. Ms. [redacted] contact Conn’s on 3/1/17 stating the product was not repaired and requested to exchange the loveseat along with the sofa.  As a gesture of good will we are able to honor her request to exchange her sofa and loveseat, under her warranty, for a different set at the original price. Ms. [redacted] has until 5/1/17 to visit her local Conn’s to process her exchange. If we may be of further assistance, Ms. [redacted] may contact our Customer Service Department at1-877-358-1252.  Kind regards, Kristal [redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint. Our records show on9/7/16, Mrs. [redacted] purchased a 49” [redacted] TV and elected to purchase a 49-month Repair Service Agreement with Accidental Damage Coverage. Mrs. [redacted] was advised that her television did not meet...

the qualifications for free delivery however; Conn’s could deliver the unit for the standard delivery fee of $79.99    Mrs. [redacted] elected to take the unit from the store the same day and signed her pickup slip acknowledging she received her item in good order. As listed on the signed pickup slip“Please thoroughly inspect your merchandise prior to loading. A price concession or exchange will not be authorized for damages discovered once the merchandise leaves the store/warehouse”.   We researched Mrs. [redacted]’s complaint and found that she contacted our service department on9/13/16(7 days after purchase) stating the LED screen is cracked and the unit has no sound. A service appointment was scheduled for 9/15/16; during the inspection the serviceman reported the screen was cracked and unable to be repaired. Therefore on9/16/16, Mrs. [redacted] was approved to re-select another television for up to $399.99 which as the original amount paid under the Terms and Condition of the RSA with Accidental Damage. Mrs. [redacted] will need to return her television to her local Conn’s to initiate the exchange. Mrs. [redacted] may elect to have her new television delivered by visiting her nearest Conn’s to pay the $79.99 standard delivery fee.   Although we are unable to honor Mrs. [redacted]’s request to refund her down payment; she may visit Conn’s to initiate her approved exchange.    If we may be of further assistance, Mrs. [redacted] may contact us at1-866-765-1513.   Kind regards,   Dyeisha W[redacted] Customer Relations

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.  
Please review the fax number [redacted] sent over. There are too many numbers. I will fax it over if a good number is provided. 
Regards,

New Roman"">Thank you for the opportunity to
respond to [redacted] complaint.  We researched [redacted]
complaint and found her issue has been addressed and resolved.  Our
records indicate on 4/22/15 an
exchange was approved for [redacted] to replace her [redacted] lift
chair.  We show [redacted] elected the same [redacted] lift chair
model ([redacted]) and as of 4/25/15 her
new lift chair was delivered and received in good order.  We sincerely
apologize to [redacted] for the experience and any inconvenience that has
been caused regarding this matter.
       
  
If we may be of further
assistance, [redacted] may contact our Customer Service Department at [redacted]


 
Kind regards,
 
[redacted]










5/15/2015






Complaint

[redacted] I bought a ** refrigerator 18 months ago, paid cash & purchased the extended warranty from Conn,s. My refrigerator went down [redacted] and is still down. We have had 2 service tec's out to look at it, the last one that was here changed out the motherboard and told us if that did...

not fix it they would have to order and change the compressor. My refrigerator has the "smart diagnostic" system that will tell you what is wrong with it, Conn's does not use that because their cell phone signal from their cheap phone will not pick the signal up from the refrigerator, I have run the diagnostic 2 time now my self and the keep telling me mother board and compressor need to be replaced so today "MAYBE" they will come and do a seal test on the doors as they have not ordered a compressor yet. If I had purchased this appliance from BEST BUY they would have already replaced the refrigerator. So needless to say "Burn me once shame on you, Burn me twice shame on me. I will never buy anything from "CONN'S" again and for sure I will pass this experience on to as many as I can. I was told when I bought the extended warranty that if something were to happen that the product could not be repaired in a reasonable amount of time they would just replace it. I don't know what Conn's call reasonable but I am tired of living out of a ice chest for almost a month now, that is unreasonable. You took my money now its time for you to hold your end of the deal up.







Desired Resolution

Replace this refrigerator

Consumer Business Dialog

Thank you for the opportunity to respond to Ms.
[redacted]’s concerns regarding account [redacted]. 
Ms. [redacted] stated she made a payment on the account more than two weeks
ago; however, she continues to receive collection calls. 
 
According to our records, Ms. [redacted] posted...

a
payment to account [redacted] on July 17, 2015; however, the last payment
received on account [redacted] was June 23, 2015. 
 
When a payment is late, we routinely
begin call attempts as a reminder to ensure payments will be made
timely.  It is a normal practice for our company to begin call attempts
the first day the payment is late to assist consumers from falling behind on
their account.  You may pay on-line, in your local Conn's store, by mail,
or over the phone if it is more convenient for you, before the due date. 
Additionally, if your pay date has changed, you may benefit from requesting a
change of your due date each month.  We ask that you contact us if you
would find this beneficial.   Please note the account must be brought
current before we can adjust the due date according to Conn’s policy.   
 
Ms. [redacted] stated she had already made the payment.  If Ms. [redacted] would like to provide proof of
payment we will be glad to investigate further. 
 
We value Ms. [redacted] as a customer and appreciate her
for bringing her concerns to our attention. 
Thank you,Cheryle [redacted]

Thank you for
the opportunity to respond to Mrs. [redacted] complaint. Our records show on 11/14/10,
Mr. [redacted] purchased a LG refrigerator with a 48-month Repair Service
Agreement.
 We received
Mrs. [redacted] complaint and found she contacted the service department on
9/15/14...

stating the refrigerator was not cooling, the freezer was not freezing,
and the icemaker was not making ice. A service appointment was scheduled for
9/17/14; upon inspection the technician found a new compressor and dryer
assembly needed to be ordered for repair. On 9/24/14, the parts became
available and Mr. [redacted] was scheduled for repair on 9/29/14. On 9/29/14,
the technician installed the compressor and dryer however; the unit started
making a loud humming noise. The technician contacted our tech line and
determined the compressor was bad and needed to reorder a new compressor and condenser
coil; all parts were ordered. The technician also created a vacuum pump of the
unit to remove the restriction in the line. On 9/30/14, the technician went
back to Mrs. [redacted] home to re-vacuum the unit however; the refrigerator
still did not function properly. Our records show we received some parts
however, the compressor did not arrive. On 10/3/14, Mr. [redacted] was
scheduled to install the available parts; during installation the technician
installed the dryer and attempted to shoot nitrogen in the unit to possibly
push the restriction out however; the unit still had restriction through the
inner wall that was unable to be remove. The service technician submitted a
request for a possible exchange due to the unit was unable to be repaired.
 On 10/8/14,
Conn’s agreed to issue Mr. [redacted] an in store credit in the amount of
$1199.99 to re-select a new refrigerator. Our records show on 10/8/14; Mr. [redacted] re-select a GE side-by-side refrigerator with a 1-year limited
manufacturer’s warranty and received delivery on 10/9/14 in good order. We
sincerely apologize for any inconvenience Mr. and Mrs. [redacted] experienced
during this process.
 If we may be of further
assistance, Mr. [redacted] may contact us at 1-877-358-1252.
 
 [redacted]

No Conn's has not satidfied my complaint. my washer is still vibrating like crazy.

Thank you for the opportunity to respond to Ms. [redacted]’s concerns regarding collection calls.  Ms. [redacted] stated she is receiving collection calls and she does not have an account with Conns.   We are unable to locate any information with the telephone number provided by Ms. [redacted].  If...

Ms. [redacted] would like to provide the telephone number we are calling, we will be happy to research the matter further.    Conn’s appreciates Ms. [redacted] for bringing her concerns to our attention.     Thank you, Cheryle Simmons

mso-fareast-font-family:"Times New Roman"">Thank you for the opportunity to
respond to [redacted]’ complaint regarding a purchase made under [redacted].  Our records show [redacted],
[redacted] purchased a ** gas range with installation.  [redacted]’
range was sold as a floor model/manager’s special item priced at a discounted
rate.  After researching [redacted]’ complaint we found she received a
$[redacted] concession to her Conn’s account due to delivery delay.  We show
[redacted] received delivery on [redacted];
however the installation could not be completed due to there was no shutoff
valve for the stove.  [redacted] was advised that she would need to
contact her local gas company to fix the valve before installation could be
completed.  Our records show [redacted].  [redacted] has been refunded the
installation charge of $[redacted] to her [redacted].  At this time we are
unable to honor [redacted]’ request to return her range; as listed on her
invoice the range was sold as is and no additional credit is owed. 
 
 
If we may be of further
assistance, [redacted] may contact our Customer Service Department at [redacted].


 
Sincerely,
 
[redacted]








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Thank you for the opportunity to respond to Ms. [redacted] concerns regarding account [redacted].  Ms. [redacted] stated she made a payment in the amount of $853.17 to pay her account balance in full, but her account did not close.   We were able to locate the missing payment and are in...

the process of applying it to Ms. [redacted] account.  Ms. [redacted] will receive a close-out letter in the mail within 30-days of the account closing.    Conn’s values Ms. [redacted] as a customer and sincerely apologizes for any inconvenience she experienced due to this matter.