Conn's Home Plus

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.  Please update my credit report to reflect that this account was closed as of 2/8/14 because it is currently showing closed in 2015. Thank you.

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.  
Just to set the record straight, on [redacted] Conn's did call, my [redacted] answered the phone, A person advised that the TV was non repairable and we could go to a local Conn's store and select another one.  NO MENTION OF RETURNING THE TV TO A LOCAL CONN'S STORE,   On [redacted] I called the Conn's store in [redacted] Texas and spoke to the manager [redacted], I explained the situation to him and he was helpful, he called Conn's Service Dept. and asked about the warranty, He explained to me that they would not add the warranty  again, NO MENTION OF RETURNING THE TV. [redacted], I called Conn's  about the TV and warranty issue the person I spoke to stated they could not combine the TV and Warranty on  a new one, again  NO MENTION OF RETURNING THE TV.  [redacted] I called Conn's and advise that I did not wan't to exchange the TV I would only accept  a CHECK for the amount stated in my contract for $1599.97, This phone call was the First and only time there was mention of returning the TV, I explained to that person that I do not have a truck to haul it and I cannot not pick the TV up and carry it by myself,  and I would try to arrange to get the TV to a local store, QUESTIONS PLEASE:  When I return the TV (I will try to Today if I can get some help from a friend)  I will return it to the Conn's store in [redacted] if the store manager is avail. I need a Contact Phone number & name to call when I'm at the [redacted]   store to verify from the Manager that he did receive the TV.  I also would like to know how long will I have to wait before I receive a check from Conn's for the amount of $ 1599.97.  PS--- Just for the record, Conn's has made ONE phone call to me since I made the  Claim on the TV,  THIS ONLY SHOWS HOW MUCH THEY CARE ABOUT THE LONG TIME CUSTOMERS,        ( SAD, SAD, )

[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 11860916, and find that this resolution would be satisfactory to me.

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.  The store response is inaccurate, here is a copy of my credit report showing that Conns ran my credit twice  less than 30 days. June 20 and again June 2. 
[Provide details of why you are not satisfied with this resolution.]
Regards,

Thank you for the
opportunity to respond to [redacted] complaint. Our records show on 11/10/13,
[redacted] purchased the [redacted] living room set which
consist of four pieces (sofa, loveseat, chair and ottoman) all with a 48-month
FurnitureGard Plan. [redacted]...

delivery was scheduled on 11/12/13; he signed
his delivery ticket acknowledging he received all his merchandise in good
order, no damages was reported at the time of delivery.
 
After further research
of [redacted] service history we found he has had two completed service
repairs on his furniture set dated 5/7/14 and 4/29/15. During [redacted]
last service inspection on 3/13/15, the serviceman found the covers on all four
furniture pieces with several rips and scuffs marks from customer’s use and
also found parts were needed to complete repairs on the ottoman, chair and
sofa. After reviewing the serviceman’s findings and photos provided, it was
determined that the covers for all four furniture pieces was not covered under
the terms and conditions of the FurnitureGard Plan however; we would order
parts and continue with repairs on the ottoman, chair and sofa. Once the parts
arrived [redacted] was schedule to complete repairs on 4/29/15; the serviceman
installed new legs on the ottoman, replaced four broken fr[redacted] and the seat
core on the chair and reinforced the arm on the sofa. The serviceman did notate
that the edge wiring to complete repairs on the sofa was not available during
installation and needed to be ordered. Our records show [redacted] has
received the additional part need to complete repairs on the sofa but he has
refused to continue with further repairs.
 
Although [redacted]
furniture does not meet the qualification for an exchange at this time; Conn’s
will continue with any necessary repairs that are covered under the Terms and Conditions
of the FurnitureGard Plan. [redacted] may contact our Service Department at
[redacted] to schedule an appointment to complete repairs.
 
We have included
supporting documents with our response.
 
 
 If we may be of further assistance, [redacted] may contact
Customer Service at [redacted].
 
 
 Kind regards,
 
Dyeisha W[redacted]

Thank you
for the opportunity to respond to [redacted] complaint. After researching
[redacted] complaint we found her issue has been addressed. Our records
show on 7/29/15, [redacted] was approved to exchange his refrigerator under
the Terms and Conditions of the Repair Service...

Agreement. We show on 7/30/15,
[redacted] re-selected a [redacted] and elected to
purchase an additional 24-month [redacted] refrigerator was delivered
and signed as received in good order on 7/31/15. We also show a food loss claim
has been submitted for processing for up to $150 which is the maximum amount
allowed; we ask to please allow 10-14 business days for processing.
 
We
sincerely apologize for any inconvenience Mr. and [redacted] experienced in
this process.
 
If
we may be of further assistance, [redacted] may contact our Customer Service
department at [redacted].Kind regards,Dyeisha W[redacted]

Thank you for...

the
opportunity to respond to Mr. [redacted]’s complaint.  Our records show on 1/24/15, Mr. [redacted] purchased a
[redacted] (Metro Red) furniture set which consisted of four pieces (sofa,
loveseat, ottoman, and chair) with a limited 1-year manufacturer warranty on
all four pieces.  Mr. [redacted] decline to purchase any additional Furnituregard
coverage on his furniture items.  Mr. [redacted]’s signed invoice indicates
at the time of purchase he acknowledged he was provided a copy of Conn’s
Return and 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.  Mr. [redacted] elected to
have his items delivered; we show Mr. [redacted]’s delivery receipt was signed
acknowledging his [redacted] furniture set was delivered and received in good
order.  The signature on Mr. [redacted]’s delivery receipt acknowledges
that the furniture items were thoroughly inspected for damages and that an
exchange or price concession would not be authorized for damages discovered
after the delivery.
 After researching Mr. [redacted]’s complaint we
found he contacted our service department on 3/24/15 regarding his loveseat and sofa; stating the cushions were
sinking in.  A service call was scheduled for 4/08/15;
during the inspection the serviceman inspected Mr. [redacted]’s sofa and
loveseat and no damages or defect were found.  However, the serviceman
educated Mr. [redacted] the softening of the cushions is caused by use and he
added additional webbing to the loveseat frame to reduce any sagging. 
At this time Mr. [redacted]’s sofa and loveseat does not meet the
qualifications for an exchange under the Terms and Conditions of the
manufacturer warranty.  Mr. [redacted] was advised the softening of the
cushions is an indication of use and is not covered.  Therefore, we are
unable to honor Mr. [redacted]’s request to return/exchange his sofa and
loveseat.  
If we may be of
further assistance, Mr. [redacted] may contact our Customer Service Department
at [redacted]


 
Kind regards,
 
 
Jana A[redacted]

Thank you for the opportunity to respond to Mr. [redacted]’s additional comments regarding his experience.  Conn’s HomePlus has more than 120-year history of quality customer service and satisfaction, and we would not want anything to impair that record.  We have contacted Mr. [redacted] to discuss his concerns and our management team has addressed each concern with those involved to ensure we deliver the quality customer service we strive for within our organization. Due to the lack of communication which caused a delay repairing Mr. [redacted]’s recliner, we have offered to extend Mr. [redacted]’s Furnituregard cover 1 month.  Mr. [redacted] has accepted our offer and the coverage will not expire until August 22, 2019.  We appreciate Mr. [redacted]’s business with us.  If I may be of further assistance Mr. [redacted] may contact me directly at 1-800-280-1514 ext 3277.     Kind regards, Kathryn [redacted]

Thank you for the
opportunity to respond to Mrs. [redacted]’s complaint regarding a purchase made
under the name [redacted].  Our records show on 7/14/15, Mr. [redacted] purchased a
Frigidaire side by side refrigerator with a 24-month Repair Service
Agreement.  Mr. [redacted] was financed...

through RAC Acceptance Now which is a
third party financing option.  Mr. [redacted] elected to have his refrigerator
delivered; which was completed on 7/15/15. 
We researched Mrs.
[redacted]’s complaint and found her issue has been addressed and resolved. 
Our records indicate an exchange was approved for Mr. [redacted] to replace his
refrigerator on 8/19/15.  Mr. [redacted]
initiated his exchange that same day and was scheduled for delivery on 8/20/15.  At the time of
delivery Mr. [redacted]’s property was damaged; Mr. [redacted] was in contact with a
UST delivery manager (third party delivery service).  Mr. [redacted] was
offered and signed accepting a settlement for the inconvenience and damages
caused.   
    
If we may be of further
assistance, Mrs. [redacted] may contact our Customer Service at 1-877-358-1252.
 
Kind regards,
 
Jana A[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.  
they did finally delivered and set up. delivery guys and manager were extremely friendly.  thank you

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint. After further review of Mrs. [redacted] service needs, Conn’s has agreed to issue an even exchange on her washer and dryer due to product failure. Our records show Mrs. [redacted]’s new washer and dryer is currently scheduled for delivery...

on 12/9/16. We appreciate Mrs. [redacted] for bringing this matter to our attention and we sincerely apologize for any inconvenience experienced during this process. If we may be of further assistance, Mrs. [redacted] may contact us at 1-866-765-1513.  Kind regards, Dyeisha [redacted]

Thank you for the
opportunity to respond to Mr. [redacted] complaint regarding a purchase under
the name [redacted]. Our records show on 4/29/14, Mrs. [redacted] purchased
the Jackson Brantley Java living room set which consist of four pieces (
sleeper sofa, loveseat, chair and ottoman)...

all with a 48-month [redacted] Plan.
Mr. [redacted] contacted
our service department on 10/13/14 stating the cushion on the sofa had a lump.
A service appointment was scheduled for 11/01/14; during inspection the
serviceman found the springs inside the cushion gave out and would need to
replace the cushion core to repair. Our records show parts were ordered on
11/5/14 and originally scheduled to arrive on 11/27/14 however; the parts were
on back order with the manufacture until 12/16/14. Mr. [redacted] contacted our
service department on 12/30/14 stating he received the parts to complete repair
and was scheduled for service on 1/02/15. On 1/02/15; the serviceman installed
the new cushion core and unit tested ok. Mr. [redacted] contacted our service
department again on 1/04/15, stating the spring were pooping out of the sofa
however; he was informed the service center was closed on Sunday’s and would
need to call the following day to schedule a service appointment. We have no
further records that Mr. [redacted] has attempted to contact us for further service
needs regarding his sofa. We attempted to contact Mr. [redacted] on 1/20/15 to
discuss his concerns however; we were unsuccessful in our attempt and left a
voice message to return our call.
At this time Mr.
[redacted] sofa does not meet the qualifications for an exchange; we will need
to continue with repairs. If Mr. [redacted] is in need of service he may contact
our service department at 1-855-266-6349. Although we are unable to extend Mrs.
[redacted] warranty or issue three months of credit you her account; Conn’s is
willing to credit her account one monthly payment in the amount of $292.67 and
also apply a $50.00 to her account due to the service delay. If Mr. [redacted]
agrees to these terms he may contact us directly at 1-866-765-1513.
We sincerely
apologize for any inconvenience Mr. and Mrs. [redacted] experienced as a result of
the delay in service.
Sincerely,
Kathryn [redacted]
Customer Relations Officer
1-800-280-1514

Thank you for the opportunity to respond to [redacted] complaint.
Our records show on */30/14, [redacted] purchased a [redacted] dining set which consist of seven pieces (table and six chairs) with a 1-year
limited manufacturer’s warranty and was scheduled to receive delivery on...

*/1/14.
 
We received [redacted] complaint and found on */1/14; she received
the table and four chair however; two of the chairs were damaged during
delivery. Conn’s delivery team attempted to re-delivery two new chairs to [redacted] however; the chairs were damaged upon delivery. Our records show we no
longer have the chairs [redacted] originally purchased in her area for
immediate delivery therefore; we have placed an order for two new chairs to be
delivered. Once we received the chairs [redacted] will be contacted to
schedule delivery.
 
Conn’s has agreed to honor [redacted] request to concession
$400.00 and refund her delivery charge due to the delay. Please allow 7-10
business days to receive. We sincerely apologize for any inconvenience [redacted] experienced as a result of delivery.
 
If we may be of further assistance, [redacted] may contact us at
###-###-####.
 
 
Sincerely,
 
[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,
                      On or around November 23rd or 24th I had spoken to a manager from's Conn's collection about my account . I told him the situation that I was in and told him what I would agree too . My first computer the one that was broken I wanted to have it taken off my account and the second computer I wanted a new lease written up for it minus the money I have already paid for it . I told him that I had previously givin Conn's $ 109.47 for a computer that they could'nt produce . He told me that he would have the Fort Collins store here in Colorado rewrite a new lease minus what I had already paid for and would subtract the $109.47 from the contract as well . He told me that the Fort Collins sore would call me when new contract or lease was ready . I havent heard from anybody till I get this email from you guys . I called customer service to discuss this and they told me a payment is past due and  i have to pay a late fee and still have to pay the  $208.88 because they dont redo contracts . My understanding was they would redo new contract and I would continue paying on the 1 computer I do have . The price should be $104.44 not $208.88 on a new contract . I printed out the loan term paper that they sent you and it doesnt reflect the $109.47 and also the 104.44 I should be paying . Trying to figure this out so we both get what we want for THERE screw up . THIS IS SIMPLE . I WANT NEW CONTRACT FOR THE ONE COMPUTER I HAVE MINUS WHAT I ALREADY PAID ON IT FOR AND THE OTHER 109.47 TAKEN OFF FOR THE  MONEY I HAD GIVEN TO THEM FOR THE  COMPUTER THEY DIDNT HAVE . AND NOW I WANT MY LATE FEE TAKEN OFF BECAUSE I SHOULDNT HAVE TO PAY A LATE FEE WHEN A MANAGER AGREED TO SET UP A NEW CONTRACT WITH ME.

Thank you for the opportunity to respond to Mr. [redacted]’s concerns regarding account [redacted].  Mr. [redacted] stated he overpaid his account and would like the refund expedited.  According to our records, Mr. [redacted] scheduled a payment in the amount of $1045.70 on March 22, 2017...

through our webpay system.  He also had an automatic payment in the amount of $288.73 scheduled for the same day.  Mr. [redacted] did not cancel the automatic payment from posting to his account and since both payments were scheduled to post on the same day, Conn’s would not have stopped the automatic payment from posting.   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 for
the opportunity to respond to [redacted] concerns regarding account
#[redacted].  [redacted] stated she
purchased an insurance policy with us in September 2014 and the items were
stolen in December 2014 and she would like to pick out new...

merchandise.
 
According to
our records, [redacted] signed a 24-month retail installment contract on
October 13, 2014.  This contract did
include property insurance.  On December
23, 2014 [redacted] notified us of the burglary.  At that time we asked [redacted] fill out
a claim form and fax that in along with her police report.  Once we received the information from [redacted], we processed her claim.
 
The insurance
company approved the claim and mailed us a check on February 20, 2015; however,
[redacted] account was past due.  We
are unable to replace the items on an account unless it is in current status,
the payment from the insurance company must be credited to the account when it
is in a past due status.  [redacted]
account was credited $1234.50 for the stolen items on February 20, 2015.  We have attached a copy of [redacted] payment
history for her records. 
 
The account is
past due because the $1234.50 was posted as a property insurance credit. The
current outstanding balance on the account as of April 29, 2015 is
$1,075.46.  Please note the payoff
balance updates daily.  If [redacted]
would like to pay the balance in full, we ask that she call the day she plans
to make the payment for an up-to-date payoff quote.
 
We value [redacted] as a customer and appreciate her bringing her concerns to our
attention. Thank you,[redacted]

Be[redacted]r Business Bureau:
This le[redacted]r is to inform you that Conns Appliance, Inc. has carried out to my satisfaction the resolution it proposed for my complaint, filed on 12/14/2016 and assigned ID [redacted]. Sent: Tuesday, January 24, 2017 3:25 PM Subject: RE: [redacted] I will like to thank you for all your help with this situation. Conn’s came and got the entertainment center on 1/23/2017 at 4:30. The delivery driver verified again it was broken and should have been replaced months ago.  Again thank you for all your help. This really should not have been such a big issue but Conn’s made it that way.

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.  
I was without a refrigerator for a total of  33 days. According to the contract the business provided at the time of purchase they have a total of 30 days from the date of the initial complaint. As you can see that time frame has passed 3 days ago. In regards to the $150 check...I submit a food loss claim for a total of almost $300. The contract states a max of $150 for fridge and $200 for freezer. This company has been very rude and has not handled this emergency situation in a timely fashion. I have been treated as though my washer or something as miniscule as such was broken. My family and I suffered tremendous extra expense because food could not be stored in our home. With the cost of groceries these days and the cost of eating out for a family of 3 twice a day for a month $150 does not seem like adequate compensation.
Regards,
[redacted] T. [redacted]

Thank you for the opportunity to respond to Mr. [redacted]’s complaint. Our records show on7/02/16, Mr. [redacted] purchased the [redacted] Sectional living room furniture which consist of three pieces (left sofa, corner sofa and daybed) and elected to purchase a 36-month FurnitureGard Plan. We...

researched Mr. [redacted]’s service history and found that he contacted us on 1/11/17stating the seat cushions are sinking on all three furniture pieces. A service call was scheduled for 1/25/17; during the inspection the serviceman found that two cushion cores is flat on the left sofa and loose boards on the bottom frame of both the left and corner sofa. The serviceman was able to re-attach the boards on the left and corner sofa to complete the repair but ordered two new cushions core for the left sofa; no problems were found with the daybed. Our records show that the parts were ordered through the manufacturer to be shipped to Mr. [redacted]’s residence. We were able to track the parts and found that items were returned to sender due to the incorrect address was entered in error. We have re-submitted the parts to be shipped to Mr. [redacted]’s address listed on file. Once Mr. [redacted] received the parts, he may contact our Service Department at 1-855-266-6349 to schedule installation. We sincerely apologize for any inconvenience Mr. [redacted] experienced as a result of the delay. If we may be of further assistance, Mr. Mr. [redacted] may contact us at 1-866-765-1513. Kind regards, Dyeisha W[redacted]

Thank
you for the opportunity to respond to Mr. [redacted] complaint. Our records
show on 9/16/14, Mr. [redacted] purchased the United Lakewood Doe furniture set
which consist of four pieces (sofa, loveseat, chair and...

ottoman) with a
1-year limited manufacturer’s warranty. Mr. [redacted] was scheduled and received
his furniture set on 9/20/14 in good order.
 
We
received Mr. [redacted]’s complaint and found he contacted the service department
for repairs on 9/25/14 for the loveseat and 9/30/14 regarding the chair. We
made several attempts to locate a service provider to assess Mr. [redacted]’s
furniture however; we were unsuccessful locating a certified serviceman
within the Lubbock, TX area which has caused a delay scheduling his service
appointment.
 
On
10/10/14, we contacted Mr. [redacted] to discuss his concerns; during
conversation Mr. [redacted] stated he originally contacted the service department
for repairs on his loveseat and chair however, now he is having an issue with
the sofa as well and Conn’s has not been able to provide a serviceman in his
area. We offered Mr. [redacted] the option to return or exchange his furniture
set in attempts to resolve this matter however; Mr. [redacted] informed us that
he has submitted his request to small claims court to resolve his concerns.
 
We
sincerely apologize for any inconvenience Mr. [redacted] experienced as a result
of the delay. Conn’s is still willing to extend Mr. [redacted] the option to
return or exchange his furniture set. If Mr. [redacted] agrees to return or
exchange his furniture set, he may contact us directly at [redacted]
 
 
 
Kind regards,
 
 
[redacted]
Customer Relations Officer
[redacted]