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.  
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.

[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.   For the record there is the one accusation that I still disagree with in Conn's response to Revdex.com is that there was "liquid damage". I've been working with computers since early 1980's (data input & technical), so I know better than to have any liquid near anything electronic, especially computers.
I want to thank you for your assistance in this matter
Sincerely,
[redacted]

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

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]

Thank you for
the opportunity to respond to [redacted] concerns regarding account
#[redacted].  [redacted] stated he paid
off his account with Conn’s in September 2014; however the account is still
opened.
 
According to
our records, [redacted] requested a payoff...

quote on September 26, 2014.  The payoff quote [redacted] received
stated the payoff amount was $1613.67 and that payoff quote was good for ten
days from the date received.  Conn’s did
not receive the payment for the account until October 14, 2014.  Since the payment was received more than ten
days after the payoff quote was given, additional charges were assessed on the
account which left [redacted] with an outstanding balance.
 
As of June 22,
2015 the current payoff amount on the account is $84.13; however, as a one-time
offer and a goodwill gesture, we will concession the account the remaining
balance and close the account. 
 
[redacted]
will receive a close-out letter within 30-days of the account closing. 
 
We value [redacted] as a customer and appreciate him bringing his 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.  
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]

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint.  Our records show onOctober 2, 2016, Mrs. [redacted] purchased a [redacted] firm mattress with a 36-month Furnituregard Plan and a Tempurpedic [redacted] plus queen adjustable base with a 36-month Furnituregard...

Plan.  Mrs. [redacted] signed her invoice which provides a detailed list and price of the items she elected to purchase.  Mrs. [redacted] was provided a copy of Conn’s Return & Exchange Policy at the time of purchase which states:No Returns/Exchange on – Furniture, mattresses,décor & accessories unless inspected by a Conn's Service Technician and found to have a manufacturer's defect **Mrs. [redacted] elected to have her items delivered; which was completed onOctober 5, 2016.  Mrs. [redacted]’s delivery receipt was signed acknowledging that her items were received in good order.   We researched Mrs. [redacted]’s complaint and found she contacted us the day after receiving delivery October 6, 2016; stating the wrong base was received.  Mrs. [redacted] stated that she was expecting to receive an adjustable base with the massage option; however a regular adjustable base was delivered.  After further review we show Mrs. [redacted] was later contacted by her local Conn’s and offered the option to exchange the base for the base with the massage feature but she would need to pay the difference.  As a gesture of goodwill Mrs. [redacted] was offered a $100.00 gift card to use towards the purchase of a new adjustable base; however Mrs. [redacted] declined our offer and stated that the adjustable base she wanted was an additional $600.00 and she did not want to pay the difference.    Although we are unable to honor Mrs. [redacted] request to exchange the adjustable base at no additional charge; Conn’s is willing to extend the offer to exchange her base and provide a $100.00 gift card.   In regard, to Mrs. [redacted]’s statement about her mattress not being comfortable.  Although Conn’s has a No Return & Exchange Policy on mattresses; the mattress Mrs. [redacted]’s purchased qualifies for Sealy 120-Day Comfort Guarantee which will allow her the option to a one time exchange.  Mrs. [redacted] may visit her local Conn’s to re-select a new mattress and exchange the adjustable base that was delivered if she desires.    If we may be of further assistance, Mrs. [redacted] may contact our Customer Service Department at1-877-358-1252.      Kind regards,     Jana A[redacted]

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

[redacted] purchased a [redacted] recliner with a limited 1-year
manufacturer warranty.  [redacted]. [redacted] elected to have her recliner
delivered; on [redacted]. [redacted]
signed acknowledging her recliner was received in good order.
We received [redacted]. [redacted]’ complaint and found
she contacted our service department on[redacted];
stating the recliner was not staying closed and hard to open.  We
attempted to contact [redacted]. [redacted] on [redacted], [redacted], and [redacted] to
schedule an appointment, but due to no response her service order was cancelled
on [redacted].  On [redacted], [redacted]. [redacted]’ service ticket was
re-opened.  [redacted]. [redacted] was scheduled for service on [redacted].  During [redacted]. [redacted]’ inspection;
the serviceman found the recliner mechanism bent and no longer locking into
place.  The part was ordered on [redacted] and
some parts became available on [redacted]. 
[redacted]. [redacted] was scheduled for service on [redacted];
the serviceman removed and secured side arms, installed new pull release, and
found [redacted]. [redacted] did not receive the replacement mechanism.  On [redacted], another mechanism was re-ordered and
scheduled to be delivered 7-10 business days.  Once [redacted]. [redacted] receives
the mechanism we ask that she contact our service department at [redacted] to schedule an appointment
to complete repairs.    Our records do not indicate there
is a known defect with the [redacted] recliner.  The problem [redacted]. [redacted] is having is common
with use and the manufacturer warranties the mechanism for “lifetime” meaning
normal, useful like as determined by the manufacturer.   Therefore, we are unable to honor [redacted].
[redacted]’ request for an exchange at this time. 
If we may be of further assistance, [redacted].
[redacted] may contact Customer Service at [redacted].
Kind regards,
 
[redacted]

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.  While this is some true with a few details left out.  This dishwasher has not worked since we received it on December 14, 2014.  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 5 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,
[redacted]

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.

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 again for the opportunity to respond to Mr. [redacted]'s concerns.  Again, As of August 12, 2016 [redacted] has not received the requested information.  Mr. [redacted] will need to contact [redacted] to discuss the his concerns further.    Thank you, Cheryle S[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] 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 Mrs. [redacted]’s complaint regarding a
purchase under the name [redacted]. Our records show on 12/28/14, Mr.
[redacted]...

purchased a LG High Efficiency washer and dryer both with a 24-month
Repair Service Agreement and two LG pedestals. Mr. [redacted] signed his invoice
and contract acknowledging he was aware of all merchandise and prices listed at
the time of purchase. We show Mr. [redacted] picked up his products the
following day, 12/29/14 from Conn’s located in Chandler, AZ.
 
After further researching Mrs. [redacted]’s compliant, we found Conn’s
did have a promotional offer to receive two free pedestals with the purchase of
a select washer and dryer pair and receive free next day delivery (where
offered). However, the washer and dryer Mr. [redacted]’s elected did not meet
the qualification to receive two free pedestals. Mr. [redacted]’s purchase did qualify
for free next day delivery however; Conn’s delivery team schedules appointments
based on availability and we were unable to scheduled Mr. [redacted]’s
appointment the following day therefore he elected the option to pickup his
merchandise.
 
At this time we are unable to honor Mrs. [redacted]’s request; Mr.
[redacted]’s contract he received at the time of purchase provides details
regarding all items purchased, his monthly payments and the due date for each
payment. 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 [redacted].
 
 
 
Kind
regards,
 
Dyeisha
[redacted]

Thank you for
the opportunity to respond to Mrs. K[redacted] concerns regard[redacted] account # [redacted].  Mrs. K[redacted] stated she was given an incorrect
payoff quote which caused her to assess interest on her account.
 
Accord[redacted] to
our records, Mrs. K[redacted] signed an 18-month retail...

installment contract on
September 7, 2013.  That contract
included a 6-months no-interest financ[redacted] promotion. 
 
Mrs. K[redacted]
called our automated system on March 20, 2014 and received a payoff quote of
$123.23.  She submitted a payment for
$72.11.  Mrs. K[redacted] called again on April
15, 2014 and received a payoff quote of $113.79. 
 
Mrs. K[redacted]
6-month no-interest financ[redacted] expired on March 7, 2014; therefore the account
started to accrue interest.  Mrs. K[redacted]
faxed over proof of insurance on March 20, 2014 and received an insurance
credit in the amount of $60.32 on March 21, 2014.
 
We value Mrs.
K[redacted] as a customer and appreciate her br[redacted] this matter to our
attention.  We have attached a copy of
Mrs. K[redacted] contract as well as her payment history for her records. Thank you,Cheryle S[redacted]

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

Thank you for the opportunity to respond to Mrs. [redacted] additional comments. We have no records indicating that Mrs. [redacted] was offered an exchange for a different mattress during delivery. As previously mentioned, our records show Mrs. [redacted] contacted us after the delivery was completed and was offered a 10% damage concession as a courtesy which she accepted. We show a credit of $169.99 was processed to Mrs. [redacted] account on October 11, 2016.   Again, we are unable to honor Mrs. [redacted] request to return her mattress; Conn’s has a No Return or Exchange on all mattresses. However; as mentioned in our previous response, Mrs. [redacted] mattress does qualify for an exchange only under the 120-day Comfort Guarantee trial offered by the manufacturer. Mrs. [redacted] may visit her nearest Conn’s location to initiate this one-time offer.   We have attached a copy of Mrs. [redacted] delivery ticket with our response.   If we may be of further assistance, Mrs. [redacted] may contact us at 1-877-765-1513.     Kind regards,   Dyeisha [redacted] Customer Relations

Thank you for the opportunity to respond to Ms. [redacted]’s concerns regarding account [redacted].  Ms. [redacted] stated she would like a copy of her payment history that reflects the late payments on the accounts.    According to our records, Ms. [redacted] signed a 30-month retail...

installment contract on October 23, 2015.  She agreed to have her minimum monthly payment due on the 23rd of each month.  We have attached a copy of Ms. [redacted]’s payment history that reflects the late fees for the past due payments.    Conn’s values Ms. [redacted] as a customer and appreciates her for bringing her concerns to our attention. Thank you, Cheryle [redacted]