Conn's Home Plus

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 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 Mrs. [redacted] concerns regarding account
#[redacted].  Mrs. [redacted] stated
she agreed to pay a settlement amount on her account for less than the balance
owed. 
 
According to our records
and recorded calls, Mrs....

[redacted] was offered a settlement amount of
$276.31.  On February 27, 2015 Mrs.
[redacted] made a payment of $247.54 on the account, which did not fulfill
the amount of the agreed settlement.  The
account remained opened due to the settlement amount not being fulfilled.
 
On June 24, 2015, as a
one-time offer and a goodwill gesture we offered Mrs. [redacted] the option
to pay the remaining $28.77 for the original settlement amount offered and Mrs.
[redacted] agreed. 
 
As of June 25, 2015, the
settlement offer on the account has been approved and the account is in the
process of closing.  Within 30 days of
the account closing, Mrs. [redacted] will receive a letter confirming the
settlement amount has been paid in full and the account will reflect a zero
balance.
 
Please note, we are
obligated to report factual information to the credit bureaus; therefore, we
are unable to remove any credit marks earned prior to the settlement agreement
and the account will be reported to the three major credit bureaus as
charge-off settled less than full balance.
 
We value Mrs. [redacted] as a customer and
apologize for any inconvenience she has experienced due to this matter.Thank you,Cheryle S[redacted]

Thank you for the opportunity to respond to [redacted] complaint.  Our records show on 6/11/16, [redacted] purchased a [redacted] bedroom set which consisted of four pieces (headboard, footboard, rails, and chest) with a limited 1-year manufacturer’s warranty on all...

four pieces.  [redacted] was provided a copy of Conn’s Return & Exchange Policy at the time of purchase which states: No Returns/Exchanges on – Furniture, mattresses, décor & accessories unless inspected by a Conn’s Service Technician and found to have a manufacturer’s defect **  [redacted] elected to have her items delivered; which was completed on 6/12/16.  [redacted] signed her delivery receipt acknowledging all her items were received in good order and that she thoroughly inspected her merchandise for damages for an exchange or price concession would not be authorized for damages discovered after the delivery.We researched [redacted] complaint and found she contacted us our Customer Service Department via email; regarding the [redacted] dresser which was not available.  After further review we found the purchase of the [redacted] dresser was purchase under another party (Shanett [redacted]).  [redacted] invoice consisted of an [redacted] dresser that came with a limited 1-year manufacturer’s warranty.  Mrs. [redacted] elected to pick up the dresser from our Charlotte warehouse #150.  We show [redacted] contacted us on 7/04/16; stating the draw was broken on the dresser and the left hinge had broken off.  Our records indicated that we attempted to contact [redacted] and Mrs. [redacted] on multiple occasions dated from 7/05/16, 7/07/16, and 7/08/16 to schedule an appointment; but due to no response/no contact the service order was closed.At this time we are unable to honor [redacted] request to refund her delivery fee of $149.99; we have no records on file indicating the items purchased on 6/11/16 were delivered damaged and we have no service calls on file regarding those items.  In regards to the dresser that was purchased under Mrs. [redacted]; she will need to contact our service department at 1-855-266-6349 to schedule an appointment and have the dresser assessed.  If we may be of further assistance, [redacted] may contact Customer Service Department at 1-877-358-1252.  Kind regards,    Jana [redacted]Customer Relations

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.

Thank you for the opportunity to respond to [redacted]’s
concerns regarding her accounts. 
[redacted] stated she received a negative credit mark
on one of her accounts and she would like it removed. 
 
According to our records, the credit mark assessed on
account #[redacted]...

was removed on October 9, 2014. 
Please note, it may take 30-60 days for the credit
bureaus to update their information. 
 
We value [redacted] as a customer and sincerely apologize
for any inconvenience she has experienced due to this matter. Thank you,[redacted]

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 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]

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,
  first of all I  never stated that  i was a ware it was as is I [redacted]  [redacted]  was never told or made aware  that it was as is.  In fact after calling another  Conn's store we found out Conn's had 4 still  in the box at there warehouse.  Myself and miss [redacted] where led to believe  it was the last television  in that model  period.  I would like to know  where is prof written  or verbally  told or give to Miss [redacted] or [redacted]. a copy  of Miss [redacted]'s receipt indicating  notthing stating  a as is  item or to be sold as is.  In my mind and Miss [redacted]'s mind, this issue  is not resolved. What we both are looking for at this time is written  apologies from corporate office  the store managers  and the sales person, to include  the hdmi cable and the 4 3D glass that come in the box with the television set.

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 Mrs. [redacted]’ complaint.  Our records show on6/18/15, Mrs. [redacted] purchased a [redacted] side by side refrigerator with a 48-month Repair Service Agreement.  Mrs. [redacted] was provided a copy of Conn’s Return & Exchange Policy at the time of...

purchase and she also signed acknowledging that she was provided a copy of the Repair Service Agreement brochure and that she understood the coverage associated with the covered product.  Mrs. [redacted] elected to have her refrigerator delivered; which was completed on6/19/15.   We researched Mrs. [redacted]’ complaint and found she contacted us on10/19/16; stating her refrigerator was not cooling or freezing and leaking water.  A service call was scheduled; during the inspection the technician found that parts needed to be ordered.  After reviewing Mrs. [redacted]’ service order we found that the parts were ordered from the manufacturer; however the parts were on back order.  Our records show Mrs. [redacted]’ service was completed on11/18/16.  The technician installed a new tube and starter; once the parts were installed the technician tested Mrs. [redacted]’ refrigerator and found the unit was working properly.    In regard to Mrs. [redacted]’ food loss claim; we show on11/25/16her claim was submitted and approved for the max amount of $150.00.  As listed in Mrs. [redacted]’ Repair Service Agreement Terms and Conditions (No.2)Additional Coverages: Appliances: Verified food loss of up to$150 on refrigeratorsand up to $250 on freezers, per occurrence, over the term of the Agreement as a result of a covered failure.  This information can also be found on Conn’s website online athttp://www.conns.com/rsa-tc.   At this time we are unable to honor Mrs. [redacted]’ request for additional credit towards her food loss claim.  Mrs. [redacted]’ food loss claim was approved under the Ts & Cs of the Repair Service Agreement.   If we may be of further assistance, Mrs. [redacted] may contact our Customer Service Department at1-877-358-1252.        Jana [redacted] Customer Relations

Thank you for the opportunity to respond to Mr. [redacted]s complaint. Our records show on10/30/16, Mr. [redacted] purchased the [redacted] Youth bedroom furniture which consists of five pieces (upper head/footboard, lower head/footboard, ladder rails, slats and trundle) which come with a...

1-year limited manufacturer’s warranty. Mr. [redacted] elected to pickup his items from our warehouse located in Dallas, TX the same day. However; upon arrival the ladder rails were not available for immediate pickup. Mr. [redacted] was advised that he would be contacted once the ladder rails became available for pickup. We show Mr. [redacted] picked up his remaining items and signed his pickup slip acknowledging the items were received in good order.   Mr. [redacted] has been contacted and we have addressed his concerns. If we may be of further assistance, Mr. [redacted] may contact us at1-866-765-1513.         Kind regards, Dyeisha W[redacted]

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

Thank you again for the opportunity to respond to [redacted]s concerns regarding her payment.[redacted] faxed over her bank statement on three different occasions; however, on two of those occasions, the bank statement was not legible and could not be used to track the payment. [redacted] has not received any negative credit marks due to the missing payment.    Again, we have located the payment and it will credit to the account within 5-7 business days. We have pushed out the call date so [redacted] should not receive any additional collection calls while we are in the process of crediting her account. Please note, it takes up to 24 hours for the calls to stop once we push out the call date.Again, we sincerely apologize for any inconvenience [redacted] has experienced due to this matter. Thank you,[redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint. Our records show on 2/23/16, Mrs. [redacted] purchased a ** Chest Freezer and a [redacted] French Door Refrigerator and she received free delivery with her qualified purchase; no delivery fee was charged. Mrs. [redacted]’s delivery...

was scheduled for 2/24/16; during delivery the refrigerator was damaged and she was offered a $200 concession for the damages. Our records show the concession has been submitted and is currently processing. We ask to allow 7-14 business days for the amount to reflect on Mrs. [redacted]’s account; no further credit is due. We sincerely apologize for any inconvenience Mrs. [redacted] experienced as a result of the delay. If we may be of further assistance, Mrs. [redacted] may contact us directly at 1-866-765-1513. Kind regards, Dyeisha [redacted]








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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 Mrs. [redacted]’s concerns regarding account [redacted].  Mrs. [redacted] stated she made a payment on the account in error and would like the funds sent to her.    We have contacted Mrs. [redacted] and informed her that the check will be sent overnight to...

the address provided.  If Mrs. [redacted] does not receive the check on or before Friday August 19, 2016 we ask that she contact us so we may track the check.    Conn’s values Mr. and Mrs. [redacted] as customers and apologizes for any inconvenience they experienced due to this matter.    Thank you, Cheryle [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 11828834, and find that this resolution would be satisfactory to me.  Not only does it look like they will  finally take care of the customer they also showed me where I could find the mattress online for the amount that they offered me.I want to make it clear to the business that I will be waiting for the check in the mail in the coming weeks, if for any reason I do not receive it. I will not hesitate to file a second complaint with the Revdex.com.Thank each and everyone of you that worked on this nightmare for my family and I....THE Revdex.com ROCKS!!!!! Regards, [redacted] Pineda

Thank you for
the opportunity to respond to [redacted]. [redacted]’s concerns regarding account #
[redacted].  [redacted]. [redacted] stated she would
like the interest removed from the account and the account closed. 
 
According to
our records, [redacted]. [redacted] signed a 32-month retail...

installment contract on
[redacted].  This contract also
included a 12-month no-interest financing promotion.  The contract amount included $2110.86 for the
product and $311.27 for property insurance. 
We received [redacted]. [redacted]’s proof of homeowner’s insurance on December 29,
2013 and credited her account $362.24 on [redacted].  This amount included the $311.27 plus $50.97
for taxes and finance charges. 
 
[redacted]. [redacted]
paid a total of $1864.76 on the account. 
This includes twelve payments of $111.00 and one payment of $532.76
which was submitted on [redacted]. 
Her invoice balance without the insurance was $2110.86.  This left an invoice shortage of
$246.10.  This amount would have had to
have been paid on or before [redacted] to fulfill the cash-option
requirements. 
 
We are unable
to reinstate the 12-months no-interest promotion because the invoice balance
was not paid in full before the promotion expired.  We have attached a copy of [redacted]. [redacted]'s contract as well as payment history for her records. 
 
As of January
12, 2015 the payoff balance on the account is $712.14.  Please note that the payoff balance may
update daily.  We ask that [redacted]. [redacted] call
the day she plans to pay the account balance in full for an up-to-date payoff
quote. 
 
We value [redacted].
[redacted] as a customer and appreciate her bringing her concerns to our
attention.  Thank you,[redacted]

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