Conn's Home Plus

Thank you for the opportunity to
respond to Mrs. [redacted] complaint. Our records show on 5/10/14, Mrs. [redacted]
purchased a Tempurpedic Queen mattress and box...

spring both with a 48-month
FurnitureGard Plan and receive a free 32” Haier television with her qualified
purchase.
 
We received Mrs. [redacted]’ complaint
and found on 10/15/14; we received a return authorization from the manufacture
to exchange her television. Our records show we did not have the television in
stock at the store location Mrs. [redacted] original made her purchase. We have
submitted a transfer request to have the unit available for pickup at the store;
the television will be available for pickup on 11/12/14. We sincerely apologize
for any inconvenience Mrs. [redacted] experienced as a result of delay.
 
 
If we may be of further assistance, Mrs. [redacted] may contact Customer
Service at [redacted]
 
 
Kind regards,
 
[redacted]

Thank you again for the opportunity to respond to Ms. [redacted]' concerns regarding her account.  Our records indicate both payments were returned to her [redacted] card.  Ms. [redacted] will need to provide her December [redacted] card statement for further review.

[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.  
  Thank you, for this reasonable outcome, looking forward to receive furniture that works. We will be going to the conn's store on [redacted], [redacted] .. this Monday or Tuesday to select another set of furniture, as it is stated the [redacted] sectional is out of stock. I hope this will be much smoother transition then previous experience, I did speak with conn's Rep today and system not showing credit at this time 10/21/2016. But I will take emails and show agreement made through the Revdex.com communication between us,Conn’s. Thank you for your assistance in this matter. Sincerely,[redacted]and[redacted]

Thank you for the opportunity to
respond to [redacted]'s complaint. Our records reflect that [redacted]
purchased a washer and dryer via invoice [redacted] on [redacted]. As a  promotion running at that time of purchase a
mail-in rebate for the delivery fee was required. [redacted]'s purchase...

did
qualify for the mail-in rebate. The correct forms were received by [redacted] rebate center).
[redacted] indicates that a
check was mailed to [redacted] on [redacted] as a correction to a previous claim
(See Attached Rebate Claim). We apologize for the inconvenience [redacted]
experienced.
If [redacted] has any additional questions or concerns may
contact us at [redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’ complaint. We found Mrs. [redacted]’ complaint is regarding a purchase made under a different consumer. Although we are unable to discuss details of the account, we were able to verify there was a delay in delivery. However; the merchandise was...

delivered and signed acknowledging the items were received in good order by someone other than Mrs. [redacted] the following day. Due to the delay, Conn’s will refund the account holder’s delivery fee and process the credit to their account; no further compensation will be provided.   If we may be of further assistance, the account holder may contact us at 1-866-765-1513 Kind regards, Dyeisha [redacted]Customer Relations

The bank rebate is internal information that Conn's uses to settle the account.  It has nothing to do with the outstanding balance on the account.  The account now has a zero balance and the refund check has been canceled.  We ask that [redacted] please double check to make sure she has canceled her automatic payments set up through webpay.  Conn's cannot cancel automatic payments the customer schedules.

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint.  Our records show on 4/21/15, Mrs. [redacted] purchased a [redacted] living room set which consisted of three pieces ([redacted] sofa, daybed, and corner sofa) with a 36-month Furnituregard Plan on all three...

pieces.  At the time of purchase Mrs. [redacted] was provided a copy of Conn’s Return & Exchange Policy 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 ** Mrs. [redacted] also signed her invoice acknowledging she was provided a copy of the Furnituregard Plan brochure and that she understood the coverage associated with the covered products.  Mrs. [redacted] elected to have her items delivered; which were completed on 4/25/15. We researched Mrs. [redacted]’s complaint and found an exchange was approved on 9/22/15 for Mrs. [redacted] to replace her corner sofa.  Our records show Mrs. [redacted] initiated her exchange and her new corner sofa model ([redacted]) was delivered and received in good order on 10/23/15.  After Mrs. [redacted]’s exchange was completed in October 2015; she contacted our service department on 2/08/16 regarding her [redacted] sofa; stating the unit was sinking in.  A service call was scheduled; during the inspection the serviceman found the lower back seat frame broken.  The serviceman repaired Mrs. [redacted]’s [redacted] sofa on 3/07/16; by replacing the lumber and installing new screws and metal brackets.  He drilled, screwed, and braced the seat frame.  Mrs. [redacted] contacted us again regarding her [redacted] corner sofa and daybed; stating the sectional had a hole in it.  A service call was scheduled; during the inspection the serviceman the seat decking torn beyond repair, the [redacted] and RSF loose seat cores collapsed beyond repair.  Under the Terms and Conditions of the warranty an exchange was approved on the item that was non-repairable model ([redacted]).  However, as a gesture of goodwill we have agreed to exchange the remaining pieces models ([redacted] and [redacted]).  Mrs. [redacted] has been issued a credit up to the original amount she paid which was $2,499.99 to reselect a new furniture set.  Mrs. [redacted] may visit her nearest Conn’s location to initiate the exchange and schedule delivery.   If we may be of further assistance, Mrs. [redacted] may contact Customer Service Department at 1-877-358-1252. Kind regards,  Jana [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,
  The ad that they provided also states that the washer has super speed and it does not.  The black one does have super speed and a matching dryer with a stainless steel drum. That is what led me to believe it had stainless steel.  Apparently it does not matter that your sales staff is not properly trained and the customer must suffer.

Thank you for the opportunity to respond to Mrs. [redacted]’s additional comments. As mentioned in our previous response, Mr. [redacted] was originally approved for an exchange on 1/21/15. However; Mr. [redacted] refused the exchange and requested to continue with repairs. Our records show Conn’s completed repairs twice (2/3/15 and 4/4/15) due to Mr. [redacted] opted not to exchange his unit. We have attached supporting documents which shows Mrs. [redacted] signed the service invoice on 2/3/15 agreeing to continue with the repairs and acknowledging the repairs were completed. Mr. and Mrs. [redacted] have not contacted us regarding any further repair needs since the last service repair was completed on 4/5/15. Therefore; we are unable to honor Mrs. [redacted]’s request for an exchange. As of 4/29/16; Mr. [redacted] refrigerator is no longer covered under warranty; any additional repairs will be an out-of-pocket expense. If we may be of further assistance, Mr. and Mrs. [redacted] may contact us at 1-866-765-1513. Kind regards, Dyeisha [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.  
[Provide details of why you are not satisfied with this resolution.]I am not satisfied with the response provided by Conns because a resolution was not provided.  As I stated, and they confirmed in their own statement, there was a period of almost 4 months where I was without a working PC.  During this time, they unsuccessfully attempted to fix the PC 3 times under their extended warranty.Since their technicians proved unable to provide a lasting solution to the problem, their warranty is no good.  Since the manufacturer's warranty ran out in February 2014, I was left at a great disadvantage.This is simply a case of a big company not doing what is right in principle or by the customer.  This has been the most degrading experience I've ever had as a consumer.  This situation has had a  negative impact on many aspects of my life.  It affected my small home based business, my ability to log in to my online classes and negative report on my credit file. Not to mention the numerous calls I've made to their customer service and corporate department, time spent driving  back take and forth to take the PC in for repair.  When you add it all up, it was just simply a waste of my time, my energy, and resources that resulted in me not having a working PC and a charged off account of almost $2500 on my credit report.  The main reason I purchased my PC from Conns was to build my credit.  Please tell me how this is fair to any parties involved? Where are the companies ethics, and values?Sincerly Disappointed,
Regards,

Thank you for the opportunity to respond to Mr. [redacted]’ concerns regarding account [redacted].  Mr. [redacted] stated he overpaid his account balance and would like his refund sent to him.   According to our records, Mr. [redacted] made a payment of $850.18 on March 4, 2017. This overpaid his...

account by $180.18.  Pease note, it may take up to 30 calendar days to process an overpayment refund on an account. The payoff amount and account information must be verified before we can release the refund check. We must also confirm the payment has cleared the customer's financial institution before a refund for overpayment can be processed. We ask that Mr. [redacted] please allow 30 days for processing.    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, Cheryle S[redacted]

Thank you for the opportunity to respond to Mr. [redacted]’s complaint. We researched Mr. [redacted]’s complaint and found on 8/20/11, he purchased a Black [redacted] Side-by-Side refrigerator and elected to purchase a 24-month Repair Service agreement Plan. While still covered under Conn’s RSA, our...

records show on 8/14/12 Mr. [redacted] was approved for an exchange and re-selected a [redacted] Stainless Steel Side-by-side refrigerator which was delivered in good order on 8/17/12. The RSA Plan coverage did transfer to his new unit and continued until the expiration date of 8/23/13. We have no records showing that we received any service request for the new unit from the date Mrs. [redacted] received the unit (8/17/12) or before the expiration date of Conn’s RSA Plan (8/23/13). After further reviewing Mr. [redacted]’s complaint we were able to verify that he purchased extended warranty through Assurant Service Protection. Conn’s has rendered service on behalf of Assurant for Mr. [redacted]’s refrigerator on four separate occasions dated(2/09/15, 6/07/16, 11/25/16 and 3/24/17). During Mr. [redacted]’s last service appointment the technician found parts were needed to repair the unit. Once the parts were received the technician returned to install on 4/12/17 however; upon installation the technician found additional parts were needed. Our records show that parts are scheduled to arrive on 4/19/17; once we received the parts Mr. [redacted] will be contacted to schedule installation. Conn’s cannot authorize an exchange on Mr. [redacted]’s refrigerator as we are administrators over the service contract. Mr. [redacted] will need to contact Assurant Service Protection directly at 1-877-881-8578 for information regarding his warranty coverage. If we may be of further assistance, Mr. [redacted] may contact our Customer Service Department at 1-877-358-125  Kind regards, Dyeisha [redacted]

Thank you for
the opportunity to respond to [redacted] concerns regarding account
#[redacted].  [redacted] stated she does
not agree with her outstanding balance.
 
According to
our records, [redacted] signed a 30-month retail installment contract on
[redacted] 6,...

2014.  She received an
invoice credit for the TV stand in the amount of $378.86 on [redacted] 24, 2014.
 [redacted] also faxed over proof of
insurance and received credit of $259.44 for canceling the property insurance
on [redacted] 7, 2014. 
 
Conn’s does
not use simple interest calculations to calculate interest.  Conn’s uses the rule of 78 when calculating
interest.
 
The current
payoff on the account as of [redacted] 21, 2014 is $494.47.  If [redacted] would like to pay the balance
in full, we ask that she call the day she plans to submit the payment for an
up-to-date payoff quote. 
 
We value [redacted] as a customer and appreciate her bringing this matter to our
attention.  Thank you,[redacted]

Thank you for the opportunity to respond to [redacted]’s concerns regarding accounts [redacted] and [redacted]  Ms. [redacted] stated Conn’s processed two payments on her accounts after she requested one of the payments be canceled.  Additionally, she would like her NSF fees refunded.   According...

to our records and recorded calls, Ms. [redacted] called on December 13, 2016. She scheduled a payment in the amount of $15.53 to post on account [redacted]. Additionally, she scheduled a payment in the amount of 69.54 to post on account [redacted]   Ms. [redacted] also scheduled automatic payments to post to each account on December 19, 2016.  On December 27, 2016, Ms. [redacted] contacted us stating that the payments were not authorized.  Although we found that all the payments were authorized, Conn’s reversed the payments posted to each account on December 13, 2016.  In addition to Conn’s reversing the payments, Ms. [redacted] disputed the payments that posted on December 19, 2016 with her financial intuition and those payments were reversed on December 29, 2016.   Conn’s respectfully disagrees that Ms. [redacted] asked us to reverse the automatic payments she had scheduled for December 19, 2016, as there was no mention of the automatic payments when she spoke with our agent on December 13, 2016.  Additionally, our agents would not have been able to cancel the automatic payments.  Ms. [redacted] would have needed to cancel the payments through her online webpay.   Ms. [redacted] authorized the payments with the agent and again through the webpay system; therefore, we are unable to refund the NSF fees incurred by her financial institution. We have included copies of Ms. [redacted]’s payment histories for her records.    Conn’s appreciates Ms. [redacted] for bringing her 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.  According to regulation, if I am disputing a charge they are not allowed to charge me for the amount while it is being investigated. Their representatives were extremely disrespectful when I called and refused to assist me. I can provide phone records of my calls to this company, so it's ironic that they claim there is no record.In regards to factual information, they are also required to report disputes to the credit bureaus. This company did no such thing. As a result, they need to remove the negative marks against me. I have tried to work with them several times, and recently even made a large payment in an effort to resolve the conflict, but Conns is doing nothing to assist. If needed, I will take this further (credit bureaus, attorney general, and even seek legal action) if they do not remove the negative marks from my report and assist with the faulty product I was sold (which should've been within warranty when I originally called).
Regards,
Mary [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.  
  The warranty on my washer does not expire till Oct 17. 2017.  I did contact the warranty company.  The company kept telling me that there were no techs in this area.  I finally gave up.  I no longer wish to do business with Conn's as will my family.  Enough is enough.  Thanks for the response.  Cancel complaint.  This is just too much of a problem for someone my age to contend with.  82 years old.  On the positive side, I have learned a lesson here which is to deal with locally owned business.

Thank you for the opportunity to respond to Mr. [redacted] complaint.  We researched Mr. [redacted] complaint and found his issue has been addressed and resolved.  Mr. [redacted] complaint was escalated to upper management; on8/20/15 an exchange to replace his washer was approved.  He was...

issued a credit up to the original amount paid which was $499.99 to reselect a new washer.  On 8/21/15, Mr. [redacted] initiated his exchange he selected a [redacted] high-efficiency washer model ([redacted]) with a new 48-month Repair Service Agreement.  Mr. [redacted] new washer was delivered and received in good order on 8/22/15.  Again, we sincerely apologize to Mr. [redacted] for any inconvenience he experienced during this process.                                    ...⇄ we may be of further assistance, Mr. [redacted] may contact our Customer Service department at [redacted].Kind regards,Jana [redacted]Customer Relations








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Thank you for the
opportunity to respond to [redacted]’s complaint. Our records show on
[redacted], [redacted] purchased two 65” ** Smart television’s both with a
1-year limited manufacturer’s warranty; no additional coverage was purchased.
[redacted] elected to pick up both...

televisions from our Conn’s warehouse
located in [redacted].  [redacted]
signed his pickup slip acknowledging he received both televisions in good
order.
 We reviewed [redacted]
[redacted]’s complaint and found he contacted our service department on
[redacted] for service on one of his television. However; when asked to verify the
serial number associated with the unit that required service [redacted]
refused to provide the information stating the television was mounted on the
wall therefore; we were unable to create a service order. [redacted] contacted
service again on [redacted] stating half the screen on his television was not
showing the picture. A service appointment was originally scheduled for [redacted]
but after verifying the service location we found [redacted]’s television
was located at a place of business. A service representative contacted [redacted]
[redacted] to inform him that we are unable to service item(s) that are used
for commercial use as this void the contract therefore; the service order was
cancelled. As a gesture of goodwill, Conn’s agreed to send a technician to [redacted]
[redacted]’s business address to assess the reported damages on [redacted]. During
inspection the technician found the television’s panel was cracked which is not
covered under the Terms and Conditions of the manufacturer’s warranty and [redacted]
[redacted] did not purchase accidental coverage to cover the damage.
 We attempted to contact
[redacted] on several occasions ([redacted], [redacted] and [redacted]) to discuss
his concerns however; we have been unsuccessful. Although we are unable to
determine when the damages to [redacted]’s television occurred, Conn’s is
willing to exchange the television if [redacted] is able to provide the
serial number and original packaging associated with the television to verify
there is no physical damage.
 If we may be of further
assistance, [redacted] may contact Customer Service at
[redacted].
 
Kind regards,
[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,
  I don't think that this was negligence on my part I believe this is a result of a defective part maybe the reservoir where the detergent is dispensed. I am not a technician to swear on that statement by I made several attempts to **t the company to admit that their product was defective to no avail they only responded with rust is not covered but but you think that clearly only a defect would cause so much damage and now it is just worn out to where it doesn't hold the screws to support the drum when it's agitating cause more damage. I pray they are held liable and replace the item in question

Thank you for the opportunity to respond to Mrs. Hernandez's additional comments. As mentioned in our previous response, Mrs. Hernandez was contacted on 9/23/16 and advised that although the manufacturer’s warranty expired on her Java bedroom furniture on 8/31/15, we would issue an even exchange on the rails only as a one-time gesture of goodwill. Our records show Mrs. Hernandez has not initiated the approved exchange on her Java rails as of 3/22/17.  Conn's has agreed to extend the approved exchange until4/14/17 only; we will not re-issue an approval. Mrs. Hernandez may visit her nearest Conn's to initiate the exchange by the extended time-frame.If we may be of further assistance, Mrs. Hernandez may contact us at 1-866-765-1513.Kind regards,[redacted] WilliamsCustomer Relations