Conn's Home Plus

[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.  
 
I will contact the Revdex.com if any further action is necessary.

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.

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.  Sent: Sunday, May 14, 2017 2:14 PMSubject: ID [redacted] Complaint submitted 4/15/17 I want to say thank you for getting involved and helping me to get this complaint [redacted] resolved. Conn’s did allow me to replace the defective refrigerator with a new one on April 26th. There are currently no outstanding issues at this time. I never filed a complaint with the court system. I’m glad we have you as a resource when we run into issues with companies. Thank you!!! Thanks, [redacted]

We
did not find a purchase made under Mrs. Holland’s name or number associated
with her complaint.  We attempted to contact Mrs. Holland at the phone
number provided on the complaint however we were unable to reach her. 
Kind
regards,
Jana
[redacted]

Thank you for the
opportunity to respond to Mrs. [redacted]’s complaint. After further review of Mrs.
[redacted]’s service history; Conn’s has agreed to issue an exchange under the Terms
and Conditions of the Repair Service Agreement. Mrs. [redacted] has been contacted and
made aware that she may go into her local...

Conn’s a re-select another notebook
up to $1099.99 which is the original amount paid.
 
We sincerely apologize
for any inconvenience Mrs. [redacted] experienced during this process.
 
If we may be of further
assistance, Mrs. [redacted] may contact Customer Service at 1-877-358-1252.
 
 
Kind regards,
[redacted]

Revdex.com:This letter is to inform you that Conn's has carried out to my satisfaction the resolution it proposed for my complaint, filed on [redacted]/2014 1:26:47 PM and assigned ID...

[redacted].Regards,

Thank you for the opportunity to respond to [redacted] complaint.  Our records show on5/14/16, [redacted] purchased a [redacted] Kingston dinette set which consisted of seven pieces (table and six chairs) with a 36-month Furnituregard Plan on all seven pieces. ...

Mrs. [redacted] 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] also signed her invoice acknowledging that she was given a copy of the Furnituregard Plan brochure and that she understood the coverage associated with the covered product.  [redacted] elected to have her items delivered; which was completed on5/15/16.   We researched Mrs. [redacted] complaint and found she contacted us on10/12/16regarding her table.  Mrs. [redacted] stated the middle of her table was dipping and the board was falling off.  Our records show on10/14/16, Mrs. [redacted] refused to have service and request to have her table exchanged.  Mrs. [redacted] was informed her table would have to be assessed before we could determine what further action is needed.  [redacted] indicated that she was not satisfied with the dates provided to schedule her service appointment and again refused to have her table assessed.  Our records show we attempted to contact [redacted]on several occasions to schedule an appointment but we were unsuccessful.  We spoke with [redacted] and scheduled her service inspection for Saturday(10/22/16) upon inspection the service man found the table had snapped in half and was unrepairable therefore an exchange has been approved.    [redacted]’s has been contacted and aware of the approval.   If we be of further assistance, Mrs.[redacted] may contact our Customer Service Department at1-877-358-1252.      Kind regards,     Jana [redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s
complaint. Our records show on [redacted], Mrs. [redacted] purchased the [redacted]
[redacted] Coffee sofa and chair with a 1-year limited manufacturer’s warranty.
Mrs. [redacted] was scheduled and received delivery on [redacted] in good order.
We received Mrs. [redacted]’s complaint and found she contacted our
service department on [redacted] stating her sofa and chair was uneven and not
aligned correctly. After further review and research of Mrs. [redacted]’s service
needs, Conn’s agreed to honor her request to return the both furniture pieces and
issue a credit to her account. Our records show on [redacted], Conn’s delivery
team picked up Mrs. [redacted] furniture from her residence. On [redacted], we
processed a credit of $1082.48 to Mrs. [redacted]’s account for the sofa and chair.
We sincerely apologize for any inconvenience Mrs. [redacted] experience during this
process.
If
we may be of further assistance, Mrs. [redacted] may contact us at ###-###-####.
 
 
[redacted]

Revdex.com:
This letter is to inform you that Conn's Home Plus has carried out to my satisfaction the resolution it proposed for my complaint, filed on 6/8/2017 and assigned ID [redacted]. Sent: Monday, June 26, 2017 12:08 PM Subject: Complaint ID [redacted]   The company...

finally made an gesture last week, allowing that I could send that unit back or a store credit toward the purchase a new one. No compensation for our expenses, or inconvenience as usual, but as I was in dire need of some resolution, I accepted this arrangement.  In summation, the [redacted] I bought, with 4 yr warranty died, destroying $300 in food, since I didn't get any reply from them for over a week, I spent $114 to rent a refrigerator in the meantime, and then when they DID respond, it cost me over $600 to get a replacement refrigerator.  So while it technically IS "resolved", I still am out $1000 due to the failure of the item. 
Regards,

Thank you for the opportunity to respond to Mrs. [redacted]’ complaint. Our records show on 2/24/17, Mrs. [redacted] purchased a 65” Samsung 4K Smart TV and elected to purchase a 49-month Repair Service Agreement with Accidental Damage Coverage. Mrs. [redacted]’ television was scheduled for delivery...

on 2/26/17; upon delivery the unit was removed the box and inspected for damages; no installation or set-up was requested. Mrs. [redacted] signed her delivery ticket acknowledging the item was received in good order; no issues were reported. As listed on the signed delivery ticket “By signing below you are agreeing that you have thoroughly inspected 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 that she contacted our service department the following day (2/27/17) stating the TV screen is cracked on the inside. A service appointment was scheduled for 3/2/17; during the inspection the technician found the unit was cracked internally and was deemed non-repairable. The technician stated that Mrs. [redacted] informed him that the unit was damaged when attempting to install. Mrs. [redacted] was contacted and informed that her television was approved for an exchange under the Terms and Conditions of the [redacted] with Accidental Coverage Plan. Our records show Mrs. [redacted]’ re-selected a 65” [redacted] and purchased 25-month [redacted] Plan with her new unit. At this time we are unable to honor Mrs. [redacted]’ request; the unit was signed as received in good order and no issues were reported at the time of delivery. We are unable to determine when or how damages may have occurred once the delivery is complete. Mrs. [redacted]’ exchange was approved under the T&C’s of the [redacted] w/Accidental Plan which fulfills the plan entirely. If we may be of further assistance, Mrs. [redacted] may contact us at 1-866-765-1513. 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.  
Sent: Friday, March 18, 2016 6:41 PM Subject: id# [redacted]...

[redacted]I purchased furniture from Conn's Home plus 5/2015. At the time of purchase I was told I had Interest free for one year. I was told I had to sign a contract w the Interest charges reflected on it. I didn't want to sign and I was assured by the salesman that was how they did it at Conn's. Now I want to pay it off before Interest charges hit to find out that I was never given Interest free for one year. I have been getting the run around from one store manager to another. Customer service was supposed to submit a form to the coir operate office. I called back 8 days later to find out it was never done. Girl from CS stated that I hung up on her so she didn't know what action I wanted taken. When the call ended she told me I'll submit the form and I said okay, I will call back in 3 days. The salesman I dealt with his name is Steven J. The manager I've dealt with is Jose. Jose told me that it was my fault that I sat down like an adult and signed paperwork. After I tried to explain his sales person took advantage of me obviously. CS told me had my purchase been over 6000 they may have been able to help me. Well my items were over $6000 until they screwed up the initial deliver by Steven j. The salesman ordering me the wrong box spring. So they removed $216.00 off my total.  These seem to be common practices from what I've read on different review sites. They really need to be stopped. I guess from everyone I talk to says there's nothing I can do. So this company can act like [redacted] and steal from unsuspecting ppl all day long. [redacted] And from the Revdex.com I get a question asking for the contract w no Interest charges. Of which I don't have because Steven J was so nice to explain that wasn't how they did it at Conn's. The reason being because if you don't pay the total due Interest charges start so they need to have the contract signed w Interest charges just in case.  [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.  As stated before, Conn's has refused to cooperate with us in this matter.  Despite multiple replacements of the couch, all products have been damaged.  The couch was purchased as a set with a matching loveseat & chair.  As a matter of fact, we received a discount on the purchase price for purchasing the items as a matching set.  However, Conn's has refused to cooperate in this matter & have failed to provide any adequate customer service.  Obviously, a conclusion cannot be reached in this situation.  We will not pay for furniture that we returned to the store, regardless of Conn's refusal to accept the return. 
Regards,[redacted] 











6/8/2015






Complaint

I purchased a laptop from Conn's on credit. The laptop was stolen shortly after it was purchased. My account with Conn's required that I have insurance. This insurance was included in the financed amount/my monthly payments. I filed the claim in February of 2014. The insurance company approved...

the claim and paid Conn's directly for the amount of my claim in mid March. I owed Conn's roughly $1,360 and the insurance settlement was approximately $1,547. This resulted in a credit balance of $187. To date, I haven't received my $187. Initially I was told that I needed to go to the store and pick out a new computer to replace it. After asking the right questions I realized that I did not have to buy another computer through Conn's and that I could just get my money (the $187 credit balance) back. So, I purchased a computer elsewhere. I was told (2 or 3 weeks ago) by Conn's that they would apply the insurance payment to my account and then send me my $187. Again, I've yet to receive my money.
I've been checking my account online almost daily. My account still shows that I owe Conn's $1,360 (two + months and they still haven't corrected my account balance?!!?). Anyway, after becoming increasingly frustrated, I contacted Conn's again today. I was told that the insurance payment had been applied to my account and the $187 I owed was going to be applied to another account I have with Conn's?! Do what? First they tell me that I'm going to receive a check and now they are telling me they are going to apply it to my other account? How can they even do that?
After speaking with them about this they now tell me that they will send me my money IF I send them an email saying I want a refund via check rather than having them apply the money to my other account. I sent them an email today and supposedly I will get my check next week. We shall see.
Granted, it is only $187 but how can they be allowed to do this? Why is it ok for them to hold onto my money for over 2 months? Why can they just randomly apply my insurance money on a stolen computer to my other account (that was for a mattress, I believe)? Why did they first tell me they'd refund my money and then just decide to apply it to my other account?







Desired Resolution
I'd like my money refunded ASAP. I'd like for them to change their procedures. And shouldn't they actually owe me some interest for hanging onto my money for over 2 months? Again, yes it is only $187 but I'm just one person. How many customers do they have? How often and how long do they hang...

on to others insurance claim money?





Consumer Business Dialog

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.  
I received my replacement washer on Tuesday or Wednesday of last week (5/5 or 5/6).  It is currently working properly with no issues. I am finally satisfied and glad this is over.Thank you
 











5/8/2015






Complaint

Delivered floor model lied and said it wasn't then lied and said they called and told me. Ask for a 20% discount since floor model and they keep saying they will take care of it but it has been 4 weeks and keep avoiding me. Made me purchase credit life even though I said I have renter and...

homeowners. Still made me sign and said once I fax policy info they will remove the charge of $151.92 I have faxed 3 times and they say they don't have it. At this point I have been over charged by $317.92







Desired Resolution
Take off charge of $151.92 for insurance that you make people sign that even says on paper that we do not have to buy. And $166 credit which is the 20% discount on the stove for giving floor model and lying and then calling me a liar when I said I have not record call on cell phone which is...

traceable





Consumer Business Dialog

Thank you for the opportunity to respond to [redacted] complaint.  Our
records show on 2/11/15,
[redacted] purchased a [redacted] Supreme king mattress with a
(limited manufacturer warranty) and (2) [redacted] TW/XL (adjustable) bases...

with a
(limited manufacturer warranty) totaling $5,994.96.  He elected to have his items delivered and
signed acknowledging all items was received in good order.
 [redacted] has been contacted and we found there was a
misunderstanding regarding the mattress and box spring which caused the
delay.  We have agreed to exchange [redacted] mattress under the 120 day
trial.  [redacted] is aware and will visit
his nearest Conn’s to reselect another mattress.
If we may be of further assistance, [redacted] may contact our Customer Service
Department at [redacted].
 
Kind regards,
 
[redacted]

Thank you for the opportunity to
respond to [redacted] complaint.  Our records show on 8/01/14,
[redacted] purchased a ** high efficiency washer with a 48-month Repair...

Service
Agreement.  [redacted] 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.  [redacted]
elected to have her washer delivered; we show [redacted] delivery was
completed on 8/05/14.
 
After researching [redacted]
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 [redacted]
area; we have been working with the manufacture to locate an authorized
provider and as of 5/27/15 a factory authorized technician has assessed [redacted] 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 [redacted] for the delay and any inconvenience as a
result. 
  
If we may be of further assistance,
[redacted] may contact our Customer Service at [redacted].
 
 
Kind regards,
 
Jana A[redacted]

We are unable to
honor [redacted]’s request to return her refrigerator without paying the 15%
restocking fee. [redacted] will need to visit her local Conn's store to pay the restocking fee and schedule a time for delivery to pick up the refrigerator.    
If we may be of
further assistance, [redacted] may contact us directly at [redacted].
 [redacted]

Thank you for the opportunity to respond to [redacted]’s
complaint.  Our records show on[redacted], [redacted] purchased a
[redacted] high...

efficiency washer and dryer with a (48-month Repair Service
Agreement) on both items.  [redacted] elected to have her washer and dryer
delivered; we show [redacted]’s delivery was completed on [redacted].
 
We received [redacted]’s complaint and found she contacted our
service department on three separate occasions regarding her washer dated from [redacted] through [redacted].  After
researching [redacted]’s complaint we found her issue was escalated to upper
management and Conn’s has agreed to honor her request and exchange her
washer.  We attempted to contact [redacted] on [redacted] regarding her exchange approval, but we were unsuccessful in
our attempt.  [redacted] may visit her nearest Conn’s location to initiate
her exchange.  We sincerely apologize to [redacted] for the experience and
any inconvenience that has been caused. 
   
If we may be of further assistance, [redacted] may contact Customer
Service Department at [redacted].
 






 
Sincerely,
 
[redacted]









2/15/2015






Complaint

I have called a number of times, every time I call I get a different answer on why I haven't been contacted back or why they don't have a answer for me on why I was charged the amount I was for my product. I financed $ 1,653.43 for a washer and dryer, was put on a 12 month cash option payment with...

$0 interest. I bought in May 2014 and payed off on December 2014. I payed off the washer and dryer in December 2014 in the amount of $1,469.36. Not realizing I came across my contract and just happen to be happy I had gotten it payed off and looked at it and realized a couple of issues. So the calling began. I have been getting the run around from them now since I paid it off. I get told that they will take care it and send it to their offline help, and to give them 2-3 days and some will contact me back. I wait about 4-5 days and still nothing so I then again call back and get the same run around. I have been spoke to very disrespectfully I have been hung up on as well as called a liar to they dont understand why I have not gotten a refund, why I was charged the amount I was to we will definitely get this problem fixed for you. I have over payed them and they are aware of the situation and are doing nothing about it. I just would like to get the refund that I am owed and to be contacted by some one who can actually help me with my situation.







Consumer Business Dialog

Conn’s will gladly accept the payment amount of $109.00, as the total amount past due as of May 19, 2016 is $109.12; however, we are obligated to report factual information to the credit bureaus and are unable to delete the account or remove any negative credit marks assessed on the account due to payments not being made timely.

[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.  
Upon a telephonic agreement with [redacted], District Manager on February 24, 2016 that upon our return to Mesilla, NM we will contact [redacted] to make arrangements to select a different set to accommodate our initial purchase. Thank you.

New Roman"">Thank you for the opportunity to
respond to Mr. [redacted]’ complaint.  Our records show on 9/03/15, Mr. [redacted]
purchased a [redacted] 32” LED TV which came with a limited 1-year manufacturer
warranty and a [redacted] player which came with a limited 1-year manufacturer
warranty; No additional RSA coverage was purchased through
Conn’s. Mr. [redacted] elected to pick up his TV and Blu-ray player from
our Houston, TX location store 076.  Our customers are given the
opportunity to inspect their product prior to leaving the store.  Once
the product has left the store we are unable to determine when the damage may
have occurred. 
 
Mr. [redacted] has been contacted and
we have come to a mutual agreement to resolve.  If we may be of further assistance, Mr.
[redacted] may contact our Customer Service Department at ###-###-####.
    


Kind regards,
 
 
Kathryn [redacted]
Customer Relations