Conn's Home Plus

Thank you for the opportunity to respond to Mr. [redacted]’s complaint.  We researched Mr. [redacted]’s complaint and found he has been in contact with our[redacted] manager (Frank) regarding the damage to his countertop.  Our records indicate...

Mr. [redacted]’s countertop was assessed and repairs were completed on9/29/15.  In regards to Mr. [redacted]’s dishwasher; an exchange request was submitted and approved on 10/02/15.  Mr. [redacted] may visit his nearest his Conn’s location to initiate his exchange and schedule delivery.  We sincerely apologize for any inconvenience Mr. [redacted] has experienced during this process.   If we may be of further assistance, Mr. [redacted] may contact Customer Service at [redacted].Kind regards,Jana A[redacted]

Thank you for
the opportunity to respond to Ms. [redacted]’s concerns regarding account
[redacted]2330.  Ms. [redacted] stated she
overpaid her account by $214.00 and has not received her refund. 
According to
our records, Ms. [redacted] submitted a payment in the amount of $1047.00...

on
November 17, 2015.  The payment was
credited to account [redacted]2331.  This
brought account [redacted]2331 to a zero balance and the remaining amount of $608.67
was transferred to account [redacted]2330 on November 27, 2015.  This credit overpaid account [redacted]2330 by
$214.86. 
A refund in
the amount of $214.86 was processed on December 11, 2015.  We ask that Ms. [redacted] please allow 10-14
business days for processing.  If Ms.
[redacted] has not received her refund check on or before January 4, 2015, we ask
that she contact our customer service department at 877-358-1252 so we may
track the refund check. 
We value Ms.
[redacted] as a customer and appreciate her for bringing her concerns to our
attention.  Thank you,Cheryle S[redacted]

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to Mrs. [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, Mrs. [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.  Mrs. [redacted] has stated in the complaint: 1)       She has contacted us numerous times for repairs to her refrigerator but has not received assistance; and 2)       She is requesting to return the refrigerator for a refund and have the account closed.       Our investigation reveals that: 1)    Mrs. [redacted]’s refrigerator has been repaired; and 2)    We are unable to honor Mrs. [redacted]’s request.     Our records show on 7/26/16, Mr. [redacted] purchased a ** side-by-side refrigerator which comes with a 1-year limited manufacturer’s warranty. Mr. [redacted] declined to purchase additional coverage with Conn’s.   We researched Mrs. [redacted]’s complaint and found that she first contacted our service department on 11/15/16 stating that the icemaker would not shut off. A service appointment was scheduled for 11/21/16. During the inspection the technician found parts were needed for repair. Our records show we received the parts on 11/29/16 and Mrs. [redacted] was scheduled for installation on 12/5/16 as requested. During the installation the technician found additional parts were needed to complete the repairs. The parts were ordered and received on 12/12 /16 and Mrs. [redacted] was scheduled to install on 12/15/16. The technician reported he installed all parts, tested all functions on the unit and the refrigerator was working up to specifications.   We show Mrs. [redacted] contacted our service department again on 5/24/17 stating that the refrigerator’s freezer was freezing over. A service appointment was originally scheduled for 5/31/17 but had to be rescheduled for 6/5/17. During the inspection the technician found the fan motor needed to be replaced. We show the part arrived on 6/13/17 and Mrs. [redacted] was scheduled for 6/15/17. However the incorrect part was received and had to be re-ordered. Once the part was received Mrs. [redacted] was scheduled to install on 7/4/17. The technician reported he installed the new fan motor and controller to complete the repairs. The technician also notated that he damaged the shelving in the freezer when installing the parts.   Mrs. [redacted] has spoken with our service claims department regarding her concerns and Conn’s has agreed to replace her refrigerator up to the original amount paid.  Mrs. [redacted] is aware that she will need to visit her nearest Conn’s to reselect and that the approval is only valid for 30 days.   Conn’s values Mrs. [redacted] as a customer and appreciates her for bringing this matter to our attention.

[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 appreciate the Revdex.com's service to the business and consumer communities. Sincerely,Mark A [redacted]

Thank you
for the opportunity to respond to [redacted]...

complaint. Our records show
on 11/9/2014, [redacted] purchased
a HE washer and dryer with us.  No
additional warranty was purchased at that time.  [redacted] did elect the property
insurance coverage, which is covered through [redacted] as stated on her general information page.
 
[redacted] contacted our service department on 3/9/16, stating
her dryer caught on fire and then caught the washer on fire.  [redacted] was informed that her
manufacturer’s warranty had expired and she was provided the number to
[redacted] to file a claim as stated on her general information page.  As a gesture of goodwill Conn’s agreed to
inspect both washer and dryer and waived the diagnostic fee.  Upon inspection on 3/10/16; the
technician found the fire started in the exhaust vent and might have been
caused by lint build up in the wall. 
He checked the unit and there were no signs of a fire in the
dryer.  The technician further
reported the washer and dryer could be repaired.  The dryer needs a fuse and fuse holder
and the washer needed a new drain hose and retainer clip. The inspection
report and pictures were sent to [redacted] on 3/16/16; after the claim forms
were received.   
 
Although [redacted] did not approve to replace the items our
records show as of 3/28/16; they have approved the repairs.  The parts are being ordered; once
received a technician will contact [redacted] with an appointment date to
complete the repairs.  Conn's does not determine if or how a claim will be fulfilled.
 
For questions regarding [redacted] coverage [redacted] will need to
contact [redacted] directly at [redacted]




 







Kind regards,
 
Kathryn J[redacted]
Customer
Relations

Thank you again for the opportunity to respond to Ms. [redacted]'s concerns regarding her account.  We have attached a copy of her payment history for her records.  The payment history will verify that the insurance came off the overall balance on the account and not just interest.   Tell us why here...

Thank you for the opportunity to respond Ms. [redacted]’s concerns regarding account [redacted]. Ms. [redacted] stated she was offered a match pay program and it was not honored.    According to our records, Ms. [redacted] signed a 30-month retail installment contract on August 23, 2014. She agreed...

to have her minimum monthly payment due on the 23rd of each month.  On December 8, 2016, we contacted Ms. [redacted] and offered her a program to help assist her in bringing her account current.    Conn’s is in the process of honoring that agreement.  We ask that Ms. [redacted] please allow 10-14 business days for the concession to be applied to her account.   Conn’s sincerely apologies for any inconvenience Ms. [redacted] has experienced due to this matter.

Thank you for the opportunity to respond to [redacted] complaint. Our record show on 6/22/16, [redacted] purchased the [redacted] Reclining sofa and loveseat and elected to purchase a 36-month FurnitureGard Plan. [redacted] furniture was delivered and signed acknowledging the items were...

received in good order on 7/8/16. We confirmed with the sales representative and delivery team that the furniture [redacted] received is the same model she elected to purchase in the store. We have verified with our merchandiser as well as the manufacturer that different lighting may change the color variations in the product. However; this is not a manufacturer’s defect and does not warrant a return or exchange. We spoke to the store manager who stated he contacted [redacted] and offered to exchange the furniture for the model on the showroom floor at a discounted price since she stated that was her color preference however; she declined the offer. We have attached several photos (inside customer home, inside store and outside store) of the same furniture [redacted] purchased to provide an example of how different lighting may alter the appearance of the product. At this time we are unable to honor [redacted] request for a return or exchange; the furniture she received is the same model elected at the time of purchase. If we may be of further assistance, [redacted] may contact us at 1-866-765-1513 Kind regards, Dyeisha [redacted]Customer Relations

Thank you for the opportunity to respond to Mr. [redacted] complaint.  We researched Mr. [redacted] complaint and found his issue has been addressed.  We reviewed Mr. [redacted] service history on his bedroom furniture we found an exchange was submitted and approved...

on 3/14/16.  In regards to Mr. [redacted] furniture ([redacted] armless sofa and LSF sectional) we found there was a delay repairing the units; therefore an exchange request was submitted and approved on 4/29/16 for Mr. [redacted] to replace his furniture.  Mr. [redacted] exchanges were approved under the Terms and Conditions of the manufacturer’s warranty which covers the replacement/exchange of the product and not a refund.  Mr. [redacted] may visit his nearest Conn’s location to initiate his exchange and schedule delivery.  We sincerely apologize to Mr. [redacted] for any inconvenience he experienced during this process.      If we may be of further assistance, Mr. [redacted] may contact Customer Service Department at 1-877-358-1252. Kind regards,  Jana [redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’ complaint.  Our records show on 8/19/15, Mrs. [redacted] purchased a Steve Silver ([redacted]) sideboard with a limited 1-year manufacturer warranty and a Franklin ([redacted]) recliner with a limited 1-year manufacturer warranty; no additional...

Furnituregard coverage was purchased through Conn’s.  Mrs. [redacted] elected to have her items delivered; which was completed on 8/20/15.We researched Mrs. [redacted]’ complaint and found she contacted us on 8/25/15 (5-days) after delivery was completed; stating she discovered a small scratch on the recliner.  Mrs. [redacted] was advised the reported damages were not reported in a timely manner and we would not be able to exchange the unit.  After further research we show a delivery representative attempted to contact Mrs. [redacted] regarding her recliner on (8/27/15, 8/29/15, and 8/31/15) but were unsuccessful in their attempts.  We show the next contact made with Mrs. [redacted] was on10/08/15, a ticket was created to inspect Mrs. [redacted]’ recliner.  Our records we went to Mrs. [redacted]’ residence on 10/09/15; during this visit the delivery team repaired Mrs. [redacted]’ recliner.  We attempted to contact Mrs. [redacted] on 10/10/15regarding the repair made the previous day, but we were unsuccessful in our attempts.       If we may be of further assistance, Mrs. [redacted] may contact our Customer Service at 1-877-358-1252.Kind regards,Jana A[redacted]

Thank you for the opportunity to respond to Mr. [redacted]’s concerns regarding account [redacted].  Mr. [redacted] stated he paid more than he was supposed to pay on the account and he would like a refund.   According to our records, Mr. [redacted] signed a 32-month retail installment...

contract on December 29, 2015.  That contract included our 12-month no-interest financing promotion (“cash-option”).  The total “cash-option” price was $6806.09.  This amount included $6406.03 for the product and $399.36 for property insurance.  Mr. [redacted] paid a total of $3806.09 and his account closed on December 21, 2016.    Conn’s respectfully disagrees that the account was overpaid as Mr. [redacted] paid the total “cash-option” price of $6806.09.  We have included a copy of his payment history for his records.   Conn’s values Mr. [redacted] as a customer and appreciates him for bringing his concerns to our attention.

Thank you for the opportunity to respond to Mr. [redacted]’ complaint. Our records show on 12/6/16, Mr. [redacted] purchased a [redacted] built-in dishwasher which comes with a 1-year limited manufacturer’s warranty and elected to purchase Conn’s dishwasher replacement installation service. Mr....

[redacted]’ dishwasher was installed and signed as received in good order on 12/8/16; no issues were reported at the time of delivery. We contacted the delivery manager regarding Mr. [redacted]’ complaint and were advised that on 12/14/16, Mr. [redacted]’ contacted delivery stating the unit was not leveled. Our delivery team returned to Mr. [redacted]’ residence and found that the dishwasher is not wide enough for the space it was installed inside. Mr. [redacted] requested a second opinion, therefore; we sent a different team to assess the unit. The second delivery team confirmed that the space was too wide for the unit and suggested that Mr. [redacted] purchase a trim kit to help fill the space. Our records show on 12/22/16, Mr. [redacted] contacted our service department stating the dishwasher is leaking water, and the unit is unbalanced. A service appointment was scheduled for 12/26/16; during the inspection, the technician re-installed and mounted the unit to complete the repairs; no parts were required. We researched the dishwasher Mr. [redacted] purchased and confirmed that the unit is the standard size for a dishwasher (24” W x 25” D x 33-1/2 -35” H) depending on the cabinets and counters. Therefore; we are unable to honor Mr. [redacted]’ request, he has been advised that he may purchase a dishwasher trim kit to help fill the space. If we may be of further assistance, Mr. [redacted] may contact us at 1-877-325-1252. Kind regards, Dyeisha [redacted]

Thank you for the opportunity to respond to **. [redacted]’s complaint. Our records show on [redacted], **. [redacted] purchased the [redacted] Furniture [redacted] Dark Brown living room set which consist of four pieces (sofa, loveseat, chair and ottoman all with a 48-month FurnitureGard Plan. **. [redacted] signed his...

delivery ticket acknowledging all items were received in good order on [redacted]. We reviewed **. [redacted]’s complaint and found he contacted our service department on [redacted] stating all four furniture pieces were sinking. A service appointment was scheduled on [redacted]; during inspection the serviceman was unable to find any defects in the workmanship on all furniture pieces and reported each item was up to the manufacturer’s specifications. At this time we are unable to honor **. [redacted]’s request for an exchange; based on the serviceman’s report **. [redacted]’s furniture set does not meet the qualifications for an exchange under the Terms and Conditions of the manufacturer’s warranty or the FurnitureGard Plan. If we may be of further assistance, **. [redacted] may contact Customer Service at [redacted].   Kind regards, [redacted]Customer Relations[redacted]

Thank you for
the opportunity to respond to Mr. [redacted] concerns regarding account
[redacted].  Mr. Wooten stated he would
like his 12-months same as cash offer reinstated. 
 
According to
our records, [redacted] signed a 30-month retail installment contract...

on
December 26, 2015.  That contract
included out 12-month no-interest financing promotion (“Cash-option”).
 
Per the terms
of [redacted] signed “Cash-option” Addendum page, the minimum monthly payments
of $52.86 are due by the 26th of each month during the “cash-option”
period.  If the required minimum monthly
payment is not paid within 10 days of each month’s due date, the “cash-option”
is void.  We have attached a copy of [redacted] signed “cash-option” addendum page for his records. 
 
Mr. [redacted] accrued
several late fees causing the “cash-option” to be void.  We are unable to reinstate Mr. [redacted] “cash-option”
due to payments not being made timely. 
We have also included a copy of Mr. [redacted] signed retail installment contract
and payment history for his records. 
 
We value Mr.
[redacted] as a customer and appreciate him for bringing his concerns to our
attention.  Thank you,Cheryle S[redacted]

Thank you for
the opportunity to respond to Mr. [redacted]’s concerns regarding accounts
[redacted] and [redacted].  Mr. [redacted]
stated he signed a new contract in March and his old account was supposed to be
combined with his new account. 
 
According to
our records, Mr....

[redacted] signed a 32-month retail installment contract on
March 10, 2016.  That contract included the
balance from account [redacted]. 
 
The new retail
installment contract created account [redacted]. 
Account [redacted] was closed on April 1, 2016.  We have included a copy of Mr. [redacted]’s
payment history for account [redacted] for his records. 
 
Conn’s values
Mr. [redacted] as a customer and appreciates him for bringing his concerns to our
attention.  Thank you,Cheryle [redacted]

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to Ms. [redacted]’s 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, Ms. [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.  Ms. [redacted] has stated in the complaint: 1)       She requested to receive a refund instead of exchange but has been getting the runaround regarding the refund; and   2)       She requested a return call from corporate.       Our investigation reveals that: 1)    Mrs. [redacted]’s refund check was submitted for processing on 7/13/17. We ask to please allow up to 7-14 days to receive check by mail; and 2)    We attempted to contact Ms. [redacted] on 7/25/17 but was unsuccessful in our attempt.   Our records show on 7/3/17 Ms. [redacted]’s was approved for an exchange on her 78” [redacted] TV under the Terms and Conditions of the Repair Service Agreement.   We show Ms. [redacted] requested to receive a refund in lieu of the exchange due to she was unable to find a similar model. Our records show on 7/6/17; we scheduled our delivery team to pick up the damaged unit from Ms. [redacted]’s residence in order to process the check refund. However; Ms. [redacted] was not available during the scheduled time therefore she was rescheduled on 7/13/17. Once we confirmed the unit was returned to our warehouse, we submitted a check refund in the amount of $7577.49 to be mailed to the address listed on file. We ask Ms. [redacted] to please allow up to 7-14 business days for the processing and to receive the refund check.                   Conn’s values Ms. [redacted] as a customer and appreciates her 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 find that this resolution would be satisfactory to me. Thank you Revdex.com.

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint.  Our records show on 1/15/16, Mrs. [redacted] purchased a ** gas range that came with a limited 1-year manufacturer’s warranty; no additional RSA coverage was purchased through Conn’s.  Mrs. [redacted] was provided a copy of...

Conn’s Return & Exchange Policy which states: A consumer has 30-days from the date the item is received to return or exchange (appliances and electronics) with the required 15% restocking fee.    Mrs. [redacted] elected to have her range delivered; which was completed on 1/18/16.  We researched Mr. [redacted]’s complaint and found the day of delivery; she contacted the store regarding the range.  Mrs. [redacted] stated when she visited the store on 1/15/16 the range was on the showroom floor with a griddle accessory.  We cannot confirm a griddle was on the displayed model.  However, this can occur by sales representatives and or customers during presentation.  At this time the manufacturer has been contacted to determine combatable and availability; LG has confirmed that model [redacted] does not include a griddle component and is not combatable.  If she requires additional information regarding her product she may visithttp://www.lg.com/us/cooking-appliances/lg-[redacted]-gas-range.  We attempted to contact Mrs. [redacted] on 3/11/16 to discuss her concerns, but we were unsuccessful.  At this time Conn’s willing to offer Mrs. [redacted] one of two options (1) 20% discount for the cost of the range which is $749.99 ($150.00) (2) Exchange her range and waive the 15% restocking fee.  If Mrs. [redacted] agrees to exchange her range; she will be given a credit of $749.99 to reselect.  If the range she chooses is more expensive; Mrs. [redacted] is responsible for the difference.      If we may be of further assistance, Mrs. [redacted] may contact our Customer Service Department at 1-877-358-1252. Kind regards,  Jana [redacted]

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to the concerns you have regarding account(s) [redacted]. We have a more than 120-year history of quality customer service and satisfaction, and I would not want anything to impair that record. Our contact information is located...

on Ms. [redacted]' retail installment contract or promissory note and security agreement, invoice, coupon book, and welcome letter. As a reminder, she may contact Conn’s regarding questions about her purchase by calling our Customer Service Helpdesk at 1-877-358-1252, or on-line at www.conns.com.     Ms. [redacted] stated in her complaint that: Conn’s took a payment that was not authorized; and she would like the payment refunded. Our investigation reveals that: Ms. [redacted] processed the payments through our webpay system; and one payment in the amount of $87.26 was mailed to Ms. [redacted] on May 17, 2017. According to our records, Ms. [redacted] scheduled a payment in the amount of $87.26 to process on her account on April 28, 2017.  On April 30, 2017, Ms. [redacted] processed a second payment to the account in the amount of $87.26 through our webay system. One payment in the amount of $87.26 was refunded to Ms. [redacted].  The check was mailed to the address on file on May 17, 2017.  If Ms. [redacted] has not received the refund check on or before June 6, 2017, we ask that she contact our customer service department so we may track the check. Conn’s respectfully disagrees that the payment was unauthorized as Ms. [redacted] scheduled the payments through the webpay system.  Conn’s appreciates Ms. [redacted] 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,
  As I stated before this will be an "unresolved issue" between me and Conn's. I do not want to have any dealings with a company whose policies for a refinance does not make sense and is not reasonable to a consumer. I  will be closing the account out early in [redacted] 2015 so I will no longer have to do business with this company again.