Conn's Home Plus

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]

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]

According to
our records, Ms. [redacted] signed a 32-month retail installment contract on July
3, 2015.  Ms. [redacted] received free
delivery at the time of purchase.  On
July 4, 2015 Conn’s attempted to deliver the product; however, the product
would not fit through the door.  On...

July
5, 2015 the delivery was attempted once more. 
Our delivery team had to find an alternate way to bring the product into
Ms. [redacted]’s home, as it would not fit through the front door.  The delivery team had to hoist the sofa over
the balcony to get the product into the home. 
Ms. [redacted]’s patio table was damaged in the process and the sofa pillows
fell on the ground.  Ms. [redacted] received
compensation from delivery for the damaged table and new pillows were ordered. 
 
Ms. [redacted] was
offered a $100 gift card for her experience and received the gift card on
August 11, 2015 via FedEx.
 
We are unable
to reinstate the “cash-option” or remove the negative credit marks assessed on
the account as Ms. [redacted] has not made any payments on the account.  We are obligated to report factual information
to the credit bureaus and cannot remove negative credit marks assessed due to
payments not being made timely. 
 
Conn’s
respectfully disagrees that Ms. [redacted] was offered a 10% discount off her
purchase, as we have no record of a 10% discount being extended to Ms.
[redacted]. 
 
We value Ms. [redacted] as a customer and appreciate
her for bringing her concerns to our attention.Thank you,Cheryle [redacted]

Thank you for
the opportunity to respond to Ms. [redacted] concerns regarding a Conn’s
account. 
 
According to
our records, Ms. [redacted] is not a signer on the account she is inquiring
about.  Conn’s has many data and privacy
measures in place when credit accounts are...

established.  We take the privacy and protection of our
customers’ information very seriously; therefore, we are unable to discuss the
account with anyone except the account holder. Thank you,[redacted]

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to the concerns you have regarding account(s) [redacted]0230. 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 Mr. [redacted]’s retail installment contract or promissory note and security agreement, invoice, coupon book, and welcome letter. As a reminder, he may contact Conn’s regarding questions about his purchase by calling our Customer Service Helpdesk at 1-877-358-1252, or on-line at www.conns.com.     Mr. [redacted] stated in her complaint that: he was offered 24-months no-interest financing; and he would like the interest removed from his account. Our investigation reveals that: Mr. [redacted] was offered 12-months no-interest financing; and Conn’s is unable to remove the interest from the account as he did not meet the terms of the no-interest financing promotion.    According to our records, Mr. [redacted] signed a 32-month retail installment contract on March 18, 2016. He agreed to have his minimum monthly payment of $116.58 due on the 18th of each month.    Per the terms of the “cash-option,” the “cash-option” is void if the minimum monthly payment is not paid within 10 days of the payment due date or the unpaid portion of the total “cash-option” is not paid within 10 days of the expiration date. The “Cash-option” was void on Mr. [redacted]’s account due to late fees being assessed on July 28, 2016, January 28, 2017, and February 28, 2017.    We have included Mr. [redacted]’s signed “Cash-option” addendum, signed retail installment contract and payment history for his records.    Conn’s is unable to reinstate the “Cash-option” and remove the interest on the account due to payments not being made timely.   Conn’s appreciates Mr. [redacted] for bringing his concerns to our attention.

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 Ms. [redacted]’s concerns regarding account
[redacted].  Ms. [redacted] stated she paid her
account balance in full, but her account remains open. 
 
According to
our records, Ms. [redacted] submitted a payment in the amount of $2482.43...

on
February 24, 2016 to pay her account balance in full.  Due to a system error, the account did not
close.  Conn’s is working diligently to
resolve the issue and we are in process of closing the account. 
 
We ask that
Ms. [redacted] please allow 10-14 business days for the account to close.  She 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 may
have experienced due to this matter.  Thank you,Cheryle [redacted]








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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 [redacted]’s dispute.  We
researched [redacted]’s concerns and found it has been resolved.  
Our records show on 
Narrow","sans-serif";
mso-fareast-font-family:"Times New Roman";color:darkblue">[redacted], [redacted]’s [redacted] recliner was returned and
a credit of $[redacted] was processed to his account. We sincerely apologize to
[redacted] for the experience and any inconvenience that has been caused
regarding the return of his recliner.
If we may be of further assistance, [redacted] may contact our
Customer Service Department at [redacted]. 
 
Sincerely,
 
[redacted]








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Thank you for the opportunity to
respond to Mrs. [redacted]’s complaint. Our records show on 7/14/15, Mrs. [redacted]
purchased the Element Henley Eggplant furniture set which consist...

of two pieces
(sofa and loveseat) and elected to purchase a 48-month FurnitureGard Plan on
both pieces.
After further reviewing Mrs.
[redacted]’s service needs, Conn’s has agreed to process an even exchange her sofa
and loveseat. We attempted to contact Mrs. [redacted] on 8/10/15 to notify her of
the approved exchange however; we were unsuccessful a left a voice message to
return our call. Mrs. [redacted] may visit her nearest Conn’s location to initiate
her exchange. 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]

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

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.

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

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 business call me multiple times in the same day after being told the number was incorrect from the following number [redacted]. How can they not locate my number in their system? In addition they used an automated dialer to call me so there has to be a record somewhere of the calls. Their employee also stated they record calls so there should be records there as well.

Thank you again for the opportunity to respond to Ms. [redacted]'s concerns regarding her account.  We have attached a copy of Ms. [redacted]'s payment history as verification that the concession has been applied to her account.  Again, we apologize for any inconvenience Ms. [redacted] has experienced in this matter.    Thank you, Cheryle [redacted]

Thank you for the opportunity to
respond to Mr. [redacted]s complaint. Our records show on 5/30/15, Mr. [redacted]
purchased the [redacted] dining furniture which consists of...

eight pieces
(table top, table legs and six chairs) and elected to purchase a 48-month
FurnitureGard Plan on all pieces. Mr. [redacted]s delivery was scheduled and
received in good order on 5/31/15.
We researched Mr. [redacted]s complaint
and found he contacted our service department on 6/10/15 stating the table top
has a hump on the wood and the varnish is coming off. Mrs. [redacted] also reported
the material was coming off the seat cushion of his chairs exposing the wood. A
service appointment was scheduled for 6/17/15, during the inspections the
serviceman found the table with several scratches and nicks and the vainer
lifting. The serviceman also reported that two chairs had fabric coming off.
After reviewing the serviceman finding and photos provided, Conn’s agreed to
issue an exchange for the table and order additional fabric and pads for the
two chairs. Mrs. [redacted] new table was delivered and received in good order on
6/24/15. Our records show prior to receiving the parts to repair the chairs,
Mr. [redacted] contacted our service department again on 7/1/15, stating the new
table he received is doing the same as the previous table.  Instead of sending a serviceman out to
reassess the table, on 7/2/15 Conn’s agreed to issue an exchange only under the
Terms and Condition of manufacturer’s warranty to re-select and also included
all six chairs as a gesture of goodwill. Mr. [redacted] received a store credit in
the amount of $820.00 (which is the original amount paid) to re-select any
furniture prices.
We attempted to contact Mr. [redacted]
on 8/31/15 to discuss his concern but we were unsuccessful and left a voice
message to return our call. After further reviewing Mr. [redacted] service history,
Conn’s has agreed to return the dining set an issue a full refund. Mr. [redacted]
is currently scheduled to have his item picked up by Conn’s delivery team on
9/1/5. Mr. [redacted] may visit his nearest Conn’s to process the refund back to
the [redacted] Card used to make his initial purchase. We sincerely apologize for any
inconvenience Mrs. [redacted] experienced during this process.
If we may be of further assistance, Mr.
[redacted] may contact Customer Service at 1-877-358-1252.
Kind regards,
Dyeisha W[redacted]

Thank you for the
opportunity to respond to [redacted] complaint.  Our records show on 4/13/14, [redacted] purchased an [redacted] which comes with a limited 1-year
manufacturer warranty that expired on 4/13/15; [redacted] also
purchased a 25-month Repair Service Agreement w/Accidental Damage for
his [redacted].  [redacted]’ signed
invoice acknowledges at the time of purchase he was provided a copy of
the RSA & ACCIDENTAL DAMAGE brochure and that he understood the
coverage associated with the product. 

 
We researched [redacted]’
complaint and found he contacted us on 8/18/15; stating the [redacted] not
functioning properly.  Based on
the problem description we suggested for [redacted] take his [redacted] into
service.  [redacted] was received
on 8/20/15; the technician inspected the unit and found it had a bad
motherboard which was causing the [redacted] to freeze and shutdown.  Therefore, an exchange request was
submitted and approved on 8/21/15 under the Terms and Conditions of the
Repair Service Agreement.  [redacted] was issued a credit up to the original amount paid which was
$429.99 to re-select. 
 
Although, we are unable to
honor [redacted] request for an even exchange; as a gesture of goodwill Conn’s is willing to offer [redacted] a $50.00 gift card to use towards the new purchase.  If [redacted]
declined to re-select; he may receive a refund in lieu of the exchange
under the Terms and Conditions of the Repair Service Agreement or [redacted] may choose to receive a store credit to re-select any (1) item
up to $429.99 under the Terms and Conditions of the Repair Service
Agreement.  Please be mindful
choosing this option will fulfill the warranty and will not be refunded
or transferred. 
If we may be of further
assistance, [redacted] may contact our Customer Service department at
1-877-358-1252.
 
Kind regards,
 
Jana A[redacted]
Customer Relations









           




 



















9/6/2015






Complaint

After having a queen mattress and box spring for over 8 years with no problems just old we were visiting this store not there for a mattress but they're having a managers sale on a queen set as is so we decided that the price looked right for the set. We take it home and set it up with our brand new...

bedding and it's looking really good and comfortable. After a week my wife developed this rash on her arms and eventually I did too. We kept trying to figure out what was biting us and this went on for a while until one night I was watching TV in bed and called my wife from downstairs and told her I killed a bug in the bed and we ignored it until it happened again when I saw bugs crawling on the bed and I called her again so that she could see them crawling on the new comforter, so we took all the bedding off and threw it away put clean bedding on and the same thing happens, so we look up bed bugs to see what they looked like and my wife took a picture of what was found in the bed and they were bed bugs so I called customer service and explained what was going on and they told me they didn't cover infestation and that my claim had been resolved via an email so I was to call and see what the resolution was so I did and they told me there was nothing that they could do. I was very upset with them and told them I was having to pay for something that I couldn't use mind you I just paid the second payment and have quite a few more to pay. I also told them that I would continue to pay only because I didn't want to mess up my credit but that I would take the mattress set and leave it at the door and they could dispose of it. Now we're forced to put our old set back on our bed so we can sleep back in our bedroom and not in our guest room good thing we had stored it and not disposed of it. No one told me when I bought the set that bed bugs was a possibility. I certainly wouldn't have purchased it had I known. I think it should be against company policies to sell floor models because of this possibility. I have purchased several items from Conns over the years and right now I'm very displeased with this store, customer service and the resolution. This account will be paid off and closed never to purchase another item from Conns.







Consumer Business Dialog

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)       That her bed was not installed correctly, and screws were missing; 2)       She contacted us to receive new screws and was told she would be required to purchase the items; 3)       She wants the hardware replaced, and a credit applied to her account.   Our investigation reveals that: 1)    Ms. [redacted] signed her delivery ticket acknowledging that her items were inspected and installed in good order; 2)    Ms. [redacted] contacted us six months after delivery requesting new screws and was informed that we do not provide additional screws; 3)    We are unable to honor Ms. [redacted]’s request as we do not offer additional hardware, and credit is not due at this time. No credit is due at this time   Our records show on 12/29/16, Ms. [redacted] purchased the [redacted] Bedroom furniture which consists of five pieces (headboard, footboard, rails, dresser and TV chest). We show Ms. [redacted] declined to purchase additional warranty coverage for repairs.   We researched Ms. [redacted]’s complaint and found that her items were delivered and she signed acknowledging they were inspected and received in good order on 1/7/17. As listed on the signed delivery receipt; “By signing below, you agree that you have thoroughly inspected your merchandise for damage. An exchange or price concession will not be authorized for damage discovered after delivery.”   Ms. [redacted] contacted our service department on 7/19/17 (6 months after delivery) stating she is missing screws from her bed. Ms. [redacted] was informed that we have no records showing that any issues were reported in a before July 19th and that we were unable to provide additional screws. Ms. [redacted] has been informed that the manufacturer’s warranty does not cover consumable items and she did not elect to purchase additional coverage to review further options.   At this time we are unable to honor Ms. [redacted]’s request to provide additional hardware as we do not supply these additional items.   Conn’s value Ms. [redacted] as a customer and appreciates her for bringing this matter to our attention.

Thank you for the
opportunity to respond to [redacted]’s complaint.  Our records
show on [redacted], [redacted] purchased a (2)
[redacted] 39” LED TVs with a (limited...

1-year manufacturer warranty) on both units
and a [redacted] with a 36-month Repair Service Agreement.
 
After researching
[redacted]’s complaint we found she contacted our service department
on [redacted] regarding one of her [redacted] TVs with serial
number ([redacted]); stating the TV was not displaying a
picture.  A service call was scheduled through the manufacturer; during
the inspection the technician found [redacted]’s TV was deemed
uneconomical to repair.  Therefore, the manufacturer provided a Return
Authorization to exchange/replace her television.  [redacted]
was issued a credit up to the original amount paid which was $297.88 to
re-select a new television because the original model was no longer available. 
[redacted]’s exchange was approved through the manufacturer which
covers the replacement/exchange of the product only.  As of [redacted], [redacted] has not initiated
the exchange.
 
Conn’s has agreed
to honor [redacted]’s request under the terms and conditions of the
warranty since a replacement model is not available.  We attempted to contact [redacted]
to discuss her concerns but was unable to reach her at the time.
 
[redacted]
may bring the television into her nearest Conn’s to initiate the return.   
 
 
Kind regards,
 
[redacted]

Thank you for the opportunity to respond to Mr. [redacted]’s concerns regarding account [redacted].  Mr. [redacted] stated he was charged a $100 service fee, 40% interest.  He also stated he was told there was no restocking fee if he decided to return the product, but was charged a 15%...

restocking fee.    According to our records, Mr. [redacted] signed an 18-month retail installment contract on November 5, 2016.  Mr. [redacted] agreed to the $100 administrative fee at the time of purchase.  Mr. [redacted]’s interest rate was 29%.    Mr. [redacted] was given a copy of our return/ exchange policy at the time of purchase outlining the restocking fee.    Mr. [redacted] returned his product and his account has been closed. We have included a copy of Mr. [redacted]’s signed retail installment contract and payment history for his records.   Conn’s respectfully disagrees that Mr. [redacted] is due a refund as he did not make any payments on the account.    We appreciate Mr. [redacted] for bringing his concerns to our attention.