Conn's Home Plus

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.  
  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 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 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 [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 Mrs. [redacted]’s complaint. Our record show on 3/12/17, Mrs. [redacted] purchased a [redacted] washer and dryer and two pedestals. On 3/13/17, Mrs. [redacted]’s items were delivered and signed acknowledging as received in good order; no issues were...

reported. The delivery team did notate that they were unable to move the units into the washroom and install due to the faucet was leaking. Therefore; the units were left in the kitchen until leaks were corrected and would be installed by someone other than Conn’s. After further research we show Mrs. [redacted] contacted our service department on3/21/17 stating the washer is making a squeaking noise. A service appointment was schedule with the manufacturer on 3/27/17; the technician reported the issue was due to the pedestal being damaged which is not covered under the Terms and Conditions of the warranty. It was also observed that someone other than Conn's had moved the washer from the kitchen into the laundry room.  Although the damages to the pedestals were not covered under warranty, Conn’s agreed to exchange the pedestal in attempts to resolve this matter as a gesture of goodwill. Our records show as of 4/5/17, Mrs. [redacted] new pedestal was delivered in good order. We have no further records showing that Mrs. [redacted] has contacted our service department regarding any further issues. If we may be of further assistance, Mrs. [redacted] may contact Customer Service at 1-877-358-1252  Kind regards, Dyeisha [redacted]

Thank you
for the opportunity to respond to Mr. [redacted] complaint. We researched Mr. [redacted]’s
concerns and found his complaint is regarding a purchase made under a different
consumer’s profile. Although we are unable to discuss this matter with 3rd
party, we will be happy to look...

further into this complaint and mail the
account holder a letter regarding our findings. The account holder may also
contact our Customer Service department at 1-877-358-1252 for assistance
regarding this matter.Kind regards,Dyeisha W[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 [redacted]’ complaint. Our records show on
[redacted], [redacted] purchased the [redacted] bedroom set,...

[redacted]
Queen mattress and [redacted] Queen foundation. [redacted] merchandise was
originally scheduled for delivery on [redacted] however; the furniture was
damaged during transit and was re-scheduled for [redacted]. Our records show [redacted].
[redacted] received all her products in good order on [redacted].
After
further review and research, we do show [redacted] was offered a $** gift card
for her inconvenience and the delay in delivery. Our records show we mailed
[redacted] gift cards on [redacted] however; we have confirmed that the gift
cards has not been used.
Conn’s has
agreed to concession [redacted]’ account for $** in lieu of receiving the gift
cards; please allow 7-10 business days for processing. We sincerely apologize
for any inconvenience [redacted] experienced during this process.  
 
If we may be
of further assistance, [redacted] may contact customer service at
[redacted].
 
Kind regards,
 
 
[redacted]

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

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 received a delivery email confirmation at 8:49 pm Thursday, December 8, 2016. The delivery was scheduled for Friday October 10,2016 (1:00pm-4:00pm). Conn's scheduled a delivery without any authorization from me. They also left me with less than 24 hours notice to make sure I could miss work to accept the delivery. Due to the continued lack of communication and poor customer service I feel I am justified in asking for my original request, which is to terminate the contract and for Conns to pick up the original washer and dryer. I am not open to an exchange. I shopped at Conns in good faith and they have not treated me respectfully and professionally. I've yet to receive an apology and I feel continuing a relationship with Conns will cause more undo stress and frustration.
[Provide details of why you are not satisfied with this resolution.]
Regards,

Thank you for the opportunity to respond to Mr. [redacted]’ complaint. Our records show on 10/3/16, Mr. [redacted] purchased a [redacted] dishwasher and elected to purchase Conn’s dishwasher replacement installation service. Mr. [redacted]’ dishwasher was delivered and installed on 10/8/16; no damages...

or issues were reported at the time of delivery. We researched Mr. [redacted]’ complaint and found his local Conn’s store contacted the delivery department on 10/15/16 on his behalf stating the dishwasher brackets are loose which is causing the unit to shake and water is leaking. We show the delivery department attempted to contact Mr. [redacted] to schedule a date to assess the unit but reported they could not reach him and left a voice message to return the call. Our records show Mr. [redacted] later contacted us via email on 10/17/16 regarding his dishwasher leaking and he was advised to contact service to schedule an appointment to assess his unit.  Mr. [redacted] contacted service on 10/20/16 stating the unit is leaking from the bottom. A service appointment was scheduled for 10/25/16; the technician reinstalled the dishwasher and reported the unit tested ok; no parts were needed for repair,  We sincerely apologize for any inconvenience Mr. [redacted] experienced during this process and we value him as a customer. If we may be of further assistance, Mr. [redacted]  may contact us at 1-866-765-1513  Kind regards, Dyeisha [redacted]

Thank you for the opportunity to respond to [redacted]
complaint.  Our records show on 1/10/13, [redacted] purchased
a...

[redacted] queen mattress and a [redacted] queen box spring
with a (both with a limited manufacturer warranty).  [redacted] elected
to have her items delivered; we show on 1/11/13 [redacted]
mattress and box spring were delivered and installed on her existing bed frame.
We show [redacted] made another purchase on 7/21/13; she purchased a [redacted] queen mattress, a [redacted] queen box spring, and a [redacted] [redacted] queen bed frame (all with
a (limited manufacturer warranty).  [redacted] elected to pick up here
items from the local warehouse in [redacted]. 
 
We reviewed [redacted] service history and found the
manufacturer approved for [redacted] to exchange her [redacted] mattress
in February 2013.  [redacted] contacted us on 7/28/14; stating the [redacted] mattress was sinking in.  A
service call was scheduled; during the inspection the serviceman found the
mattress had a 1 ¼ inch body impression and the box spring was broken.  On 8/08/14, the manufacturer approved an exchange on her box spring; however
the mattress was up to the manufacturer specifications therefore the mattress
claim was denied.  On 10/03/14, [redacted] contacted
us again; stating her [redacted] mattress was sinking in and had a spring
sticking out.  A service call was scheduled; during the inspection the
serviceman found left side on mattress has a large yellow stain, the left
side on mattress shows a 1 ½ inch contour due to the box spring was bent, and
 reported he could also feel springs in the mattress that have
shifted.  The serviceman also noted the box spring left side top
border wire was bent down due to an improper frame and reported the bed frame
is too wide causing the box spring to warp.
 
At this time we are unable to honor [redacted] request to
return/exchange her [redacted] mattress; based on the serviceman’s
report her pre-existing bed frame is too wide for her mattress and box spring
which is causing the reported damages. 
 
 
If we may be of further assistance, [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 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 Mr. [redacted]’ complaint.  Our records show on 5/16/14, Mr. [redacted] purchased a ** high efficiency
washer...

and dryer.  Mr. [redacted] declined to purchase additional (RSA)
coverage on his washer and dryer.  Mr. [redacted] elected to have his
appliances delivered; we show Mr. [redacted] signed acknowledging his washer and
dryer was delivered and received on 5/17/14 in
good order. 
We show Mr. [redacted] contacted our
service department however we have been unsuccessful in our attempts to contact
him to install the parts that were needed to complete the repairs. At this time
Mr. [redacted]’ washer and dryer does not meet the qualifications for an exchange
under the Terms and Conditions of the manufacturer’s warranty.  Therefore,
we are unable to honor Mr. [redacted]’ request to return/exchange his washer and
dryer.  Based on the technician’s report the repairs have been completed
and both washer and dryer are working up to the manufacturer specifications.     
Service History is as follows:·        
6/13/14 Mr.
[redacted] contacted us; stating the washer was not spinning or draining.  We
attempted to contact Mr. [redacted] on 6/20/14,
6/27/14, 6/28/14,
and 6/30/14, to confirm his
appointment but due to no response his work order was cancelled.·        
8/10/14 Mr.
[redacted] contacted us; stating the washer was not spinning or draining.  A
service call was scheduled for 8/14/14;
during the inspection the technician found he was trying to wash an oversized
comforter that was too big for the machine.  The technician educated Mr.
[redacted] and informed him no problem was found and everything was working up to
the manufacturer specifications.·        
8/24/14 Mr.
[redacted] contacted us; stating the washer
was still not spinning.  A service call was scheduled; based on the nature
of the complaint the technician ordered a main and PCB board.  The parts became available on 9/12/14.  We attempted to contact Mr. [redacted] on 9/12/14, 9/13/14, 9/18/14, 9/19/14, and
9/20/14; however due to no response his
work order was cancelled.·        
8/24/14 Mr.
[redacted] contacted us; stating the dryer
was not working during the steam cycle.  During
the inspection the technician checked the dryer operating system and found the
vent was clogged.  The technician adjusted the dryer settings and advised
Mr. [redacted] to unclog the vent; the technician notated the dryer was working
properly. ·        
10/09/14 Mr.
[redacted] contacted us; stating the washer
was not draining.  The technician went to Mr. [redacted]’ residence to install
parts from previous work order; but Mr. [redacted] was not available and his service
was post pone.  We attempted to contact Mr. [redacted] to install parts needed
on 10/24/14,
10/25/14, 10/27/14, 10/28/14, and 11/07/14;
due to no response Mr. [redacted]’ work order was cancelled.·        
10/20/14
Mr. [redacted]
contacted us; stating the dryer was
not working.  Based on the problem description the technician ordered a
new PCB board.  The part became available on 11/12/14 and
Mr. [redacted] was scheduled for service on 11/17/14
to install the parts needed for the washer and dryer.  The
technician was unable to get passed the gate; he attempted to contact Mr. [redacted]
and was unsuccessful in those attempts.  The service department made
multiple calls to re-schedule on 11/19/14, 11/20/14, 11/21/14, 11/22/14, and 11/24/14;
however due to no response Mr. [redacted]’ service order was cancelled. ·        
11/29/14 Mr.
[redacted]’ work orders were re-opened for his washer and dryer.  A service
appointment was schedule; however at Mr. [redacted]’ request his service appointment
be re-scheduled for 12/19/14.  We
show on 12/23/14; the technician replaced and installed a new main board and
PCB board on the washer.  He also found the
vent pipe was crushed; the technician straightened out and adjusted the
unit.  After adjustments were made the technician tested the dryer and the
unit tested ok. If we may be of further assistance,
Mr. [redacted] may contact our Customer Service Department at 1-877-358-1252. Kind regards, 
Jana
A[redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’ complaint. Our records show on 9/5/16, Mrs. [redacted] purchased a [redacted] washer and dryer which were originally scheduled for delivery on 9/9/16. However; Mrs. [redacted] was contacted and made aware that both units were unavailable for...

immediate delivery. Our records show Mrs. [redacted]’ merchandise was delivered and signed acknowledging they were received in good order on 9/17/16.   Mrs. [redacted]’ complaint has been forwarded to upper management to address her concerns with all parties involved. We sincerely apologize for any inconvenience Mrs. [redacted] experienced as a result of the delay and we will mail a $50.00 gift card to the address listed on file.   If we may be of further assistance, Mrs. [redacted] may contact us at 1-866-765-1513.   Kind regards,   Dyeisha W[redacted] Customer Relations

Thank you for the opportunity to
respond to Mr. [redacted]’s complaint. Our records show on 2/22/15, Mr.
[redacted] purchased the [redacted] living room furniture which...

consist of
three pieces (sofa, loveseat and recliner) and a [redacted] recliner
all with a 48-month FurnitureGard Plan. Mr. [redacted] signed his delivery
ticket acknowledging he received his furniture in good order and all items was
thoroughly inspected; no issues were reported at the time of delivery.
We review Mr. [redacted]’s complaint
and found he contacted our service department on 4/2/15 stating the cushions
were collapsing on the sofa and the recliner was not closing correctly. A
service appointment was scheduled on 4/22/15; during the inspection the
serviceman found the sofa and recliner was up to the manufacturer’s
specification. The serviceman reported no loss of resiliency was found with the
sofa and demonstrated the use of the recliner. Our records show on 5/4/15, Mr.
[redacted] contacted our service department on stating the backrest is sagging
and the cushions was sinking on the sofa and the recliner does not close all
the way. However; Mr. [redacted] refused to schedule a service appointment
therefore; the service order was cancelled. Mr. [redacted] contacted our service
department again on 5/21/15 regarding the same issue. Due to scheduling
conflict, Mr. [redacted] was scheduled for 7/1/15; during the inspection the
serviceman found the frame popped loose and the cushions was going flat on the
sofa and the recliner was hard to close. After reviewing of the serviceman’s
finding and photo’s, Conn’s approved an exchange only on 7/3/15 for the sofa
and recliner under the T&C’s of the manufacturer’s warranty. As of 9/9/15;
Mr. [redacted] has not initiated the approved exchange. We no longer have the
sofa and recliner Mr. [redacted] originally purchased therefore; as a gesture
of goodwill Conn’s has agreed to issue an exchange on all three pieces (Suffolk
sofa, loveseat and recliner) to re-select three different furniture pieces for
up to $2299.97.
Although we are unable to honor Mr.
[redacted]’s request to return the furniture for a refund; he may his nearest
Conn’s to initiate his approved exchange and scheduled delivery.
If we may be of further assistance, Mr.
[redacted] may contact Customer Service at 1-877-358-1252.
Kind regards,
Dyeisha W[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]

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.  
  What I don't understand is, if y'all are offering a 10% discount if we keep the junk, then y'all are agreeing that it's somewhat your fault for something that went wrong, BUT, if I return the product and pay 15%, then I get nothing out of this at all. I still wanna return it, but I find it quite annoying how your customer service doesn't help someone who is a potential returning customer who has spent THOUSANDS of dollars there. In the past when purchasing items, I've never once heard of this new policy of restocking fees. There should definitely be a new sheet In returning customers contract work, due to the changes being made and us not being aware of it. Anyway, why is it that when I called the number provided, to have this item returned, that no one bothered mentioning to me that I must pay the store. Even more of miscommunication and poor customer service. I need someone to call me and get paid over the phone for the restocking fee that y'all insist being paid on.

The [redacted] is advertised as heavy grain leather Seating which ismanufactured and produced for Conn’s with TOP
GRAIN GRADE 20 LEATHER on all front facing pieces (seat front, seat back,
pillowtop arm, arm front panels, chaise footrest) and VINYL match on outside
arms & backs.Please see the information tag that was provided in our previous response. Kind regards,Kathryn J[redacted]