Conn's Home Plus

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.  
Sent: Wednesday[redacted] 05, 2014 9:33 PM
To: [redacted]
Subject: Conn's [redacted]
 
At the time that I rejected their response, I had already been without the washer for almost 3 weeks.  It took my reporting this situation to the manufacturer before anything was done.  So, no!  I will not accept their pat answer when they did nothing to help me or fix the situation.  The manufacturer (**) had to obtain the necessary parts and schedule the repair call to **t Conn's to respond.
 
[redacted]
Regards,

Thank you for the opportunity to respond to Mrs. [redacted] complaint. Our records show on February 12, 2016, Mrs. [redacted] purchased a ** washer and dryer which came with a 1-year limited manufacturer’s warranty; no additional coverage was purchased. Mrs. [redacted] items were delivered and received...

in good order on February 15, 2016.   We researched Mrs. [redacted] complaint and found she contacted our service department on 9/30/16 stating her dryer would not power on. A service appointment was scheduled for October 4, 2016; during the inspection the technician found parts were needed to complete repair. Once the parts arrived Mrs. [redacted] was scheduled for October 13, 2016however; upon installation the technician found additional parts were needed. We received the parts on 10/19/16 and Mrs. [redacted] requested service on October 26, 2016. The technician replaced the heater ASM, thermostat and thermostat ASM and reported the unit is not getting enough watts from the electric receptacle to function properly. Mrs. [redacted] later contacted us stating her outlet was working properly.  Conn’s agreed to schedule with a different technician to re-assess her dryer on November 4, 2016 however; Mrs. [redacted] requested to cancel the service order and stated she will call back at a better time.   We are unable to honor Mrs. [redacted] request to return/exchange her dryer at this time.  Mrs. [redacted] dryer repairs are covered by a 1-year limited manufacturer warranty and we have not received authorization from the manufacturer to exchange her dryer.  We will be glad to assist with any repair needs Mrs. [redacted] may have or she may contact the manufacturer for a second opinion. Kind regards, Dyeisha [redacted]

Thank you again
for the opportunity to respond to Mrs. [redacted]’ concerns regarding account
#[redacted].  Mrs. [redacted] stated she made
a payment in the store in November, which was for October, and November’s
payment was supposed to be deferred.
 
According to
our records, the payment processed on November 10, 2014 was returned by Mrs.
[redacted]’ financial institution due to NSF.  Since this payment was returned, the
arrangements to defer the November payment were canceled. 
 
New arrangements
have been scheduled and there have been no further collection attempts as of
December 19, 2014.
 
Again, we
value Mrs. [redacted] as a customer and appreciate her bringing her concerns to
our attention. Thank you,[redacted]

Thank you for the opportunity to respond Mrs. [redacted]’s additional comments.  As previously mentioned in Mrs. [redacted]’s prior responses received on 1/22/16and 2/08/16; her TV was repaired on 1/07/16 under the Terms and Conditions of the manufacturer’s warranty.  As of 2/17/16, we have no records showing that Mrs. [redacted] has contacted us regarding any further issues with her TV.  If Mrs. [redacted] has any questions or concerns regarding her warranty coverage; she may contact [redacted] (the manufacturer) directly at 1-800-726-7864.  Again, Mrs. [redacted]’s TV does not meet the qualifications for an exchange under the Terms and Conditions of the manufacturer’s warranty.  If we may be of further assistance, Mrs. [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 Mr. [redacted]’s complaint. Our records show
on 11/19/14, Mr. [redacted] purchased the [redacted] furniture set which consist
of three pieces (sofa, loveseat and...

chair) and elected to purchase a 48-month
FurnitureGard Plan on all three pieces.
After
reviewing Mr. [redacted]’s complaint we found he contacted our service department
on 7/11/15 stating the seams are coming undone on all three furniture pieces.
Mr. [redacted] expressed his dissatisfaction with the quality of the furniture and
requested an exchange. However; Mr. [redacted] was informed that we will need to
have a serviceman assess all three furniture pieces to determine what further
actions are required. We show Mr. [redacted] was originally scheduled for 7/31/15
but was contacted by the service provider to scheduled a sooner date. We show
on 7/23/15, the serviceman inspected all three pieces and found parts were
needed to complete repair. Once the parts arrive, Mr. [redacted] will be contacted
to schedule installation.
Although
we are unable to honor Mr. [redacted] request to return his furniture for a refund;
we will continue with any necessary repairs that are covered under the Terms
and Conditions of the manufacturer’s warranty and FurnitureGard Plan.
If
we may be of further assistance, Mr. [redacted] may contact our Customer Service department
at 1-877-358-1252.Kind regards,Dyeisha W[redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’ complaint. Our records show on 7/23/15, Mrs. [redacted] purchased a [redacted] Gel Memory Foam mattress which comes with a limited manufacturer’s warranty; no additional coverage was purchased with Conn’s. We researched Mrs. [redacted] complaint and found that she contacted our service department on 1/16/16 stating the mattress is not holding support. A service appointment was scheduled for 1/27/16; during the inspection the serviceman found multiple issues with the mattress. The serviceman notated the mattress was soiled at the time of inspection and had a ¼’ body impression. The serviceman also notated that the foam on the mattress is very mushy/weak, the  top layer of foam feels moist and is tearing/splitting and the right box spring was stained however; there were no measurable contours with the box springs. Mrs. [redacted] was contacted and made aware that the reported damages are not covered under the Terms and Conditions of the manufacturer’s warranty. The manufacturer’s warranty does not cover fabric stains, soiling, fluid penetrations, tears or body impression less than ¾’ on foam mattresses. At this time we are unable to honor Mrs. [redacted]’ request for an exchange; based on the serviceman’s report and the photos provided at the time of inspection the reported issue is not covered. We have attached supporting documents with our response.  Kind regards,Dyeisha [redacted]Customer Relations

Thank you for the opportunity to respond to [redacted] complaint.  We have attempted to contact [redacted] to discuss and address her concerns but have been unable to reach her at this time.  We will continue to try and contact [redacted]...

[redacted]  
 Kind regards, Kathryn J[redacted]

Thank you again for the opportunity to respond to Mr. [redacted]'s concerns regarding his Conn's accounts.  Mr. [redacted] has not received negative credit marks on any other account other than account [redacted].  He received one negative credit mark on account [redacted] and as stated in our previous response, we have removed that credit mark as a [redacted] gesture.  Mr. [redacted] will need to allow time for the credit bureaus to update the information they have on file.  We ask that he allow 30-60 days for the credit bureaus to update their information.  Again, we value Mr. [redacted] as a customer and apologize for any inconvenience he has experienced due to this matter.   Thank you, Cheryle [redacted]

Thank you for
the opportunity to respond to Mrs. [redacted]’s concerns regarding account
#[redacted].  Mrs. [redacted] stated she
signed a second contract to have the insurance removed from her account and the
monthly payment lowered. 
 
According to
our records, Mrs. [redacted]...

signed a 32-month retail installment contract on
September 14, 2014.  This contract
included our property insurance.  On
September 17, 2014, Mrs. [redacted] provided proof of homeowner’s insurance and
signed a second contract.  The signatures
on the second contract could not be validated; therefore, that contract could
not be processed. We did however; credit Mrs. [redacted]’s account for the amount
of the property insurance.  The amount
credited to Mrs. [redacted]’s account was $529.77. 
This amount included the amount paid for the insurance as well as taxes
and finance charges. 
 
Please note,
an insurance credit applied to the account will not lower the monthly payment.
The credit reduces the account balance only. 
The minimum monthly payment will remain the same.
 
We value Mrs.
[redacted] as a customer and sincerely apologize for any inconvenience she has
experienced due to this matter.  We have
included a copy of the valid contract along with the payment history for Mrs.
[redacted]’s records.  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.  
[Provide details of why you are not satisfied with this resolution.]
Regards,
  Conn's did not specify the reason why I did not qualify for a refinance even though I was told by their Collectins Department that I do qualify. As of now what I'm going to do is pay off the entire remaing balance on the account in [redacted] 2015 to close it out. I will not do business with Conn's ever again. This issue will not be resolved because I'm getting different respondes from different people within the Conn's.  company. This issue will be an "unresolved issue" between me and Conn's. I have stated my issue and have nothing else to say.

Thank you for
the opportunity to respond to [redacted] concerns regarding account #[redacted].  [redacted] stated he has received
collection calls on his account before the payment was due.
 
According to
our records, [redacted] signed a 32-month retail...

installment contract on
March 6, 2015.  His first payment was due
on April 17, 2015.  We placed a courtesy
call to [redacted] on April 14, 2015. 
At that time [redacted] called back and requested that he does not
receive courtesy calls on his new account. 
 
On April 15,
2015 a cease and desist was placed on the telephone numbers provided by [redacted].  It typically takes up to 24
hours for a cease and desist to process and remove the telephone numbers from
the system.  According to account notes,
[redacted] has not received any additional calls since the cease and
desist was placed on his account.
 
We value [redacted] as a customer and appreciate him bringing his concerns to our
attention. Thank you,[redacted]

Thank you for
the opportunity to respond to Ms. [redacted]’s concerns regarding account
[redacted]7830.  Ms. [redacted] stated she was told
her next payment would not be due until January 2016 and she would like her
account to reflect that.
According to
our records, Ms. [redacted] was contacted on...

December 4, 2015 and offered assistance
to bring her account current until January 12, 2016.  Ms. [redacted] did not schedule the arrangements
at that time; however, she called back and accepted the arrangements. 
We have
processed a goodwill due date change and Ms. [redacted]’s next payment will be due
on February 12, 2016. 
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 S[redacted]

Thank you for the opportunity to respond to [redacted] complaint. We researched [redacted] complaint and found that his issue is being addressed directly with the district manager to resolve this matter. We appreciate [redacted] for bringing this issue to our attention and we sincerely apologize...

for any inconvenience [redacted] experienced during this process.    If we may be of further assistance, [redacted] may contact us directly at [redacted]. Kind regards, Dyeisha W[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 I will consult with property owners to provide this as soon as possible.
Regards,Donald [redacted]

Thank you for
the opportunity to respond to [redacted] concerns regarding a credit
application.  [redacted] stated he would
like the credit inquiry removed from his credit report because he did not give
permission for Conn’s to process the credit application.
 
According...

to
our records, [redacted] applied for credit on October 8, 2015.  We are unable to process credit requests or
tell a potential customer exactly what they will qualify for without imputing
their personal information.  [redacted]
would have needed to provide that information in order for us to proceed with
the application. 
 
We are unable
to determine what additional information will be needed to approve the
application without the initial credit inquiry. Although [redacted] opted to
cancel the credit application because he did not wish to provide additional proof
of residency, the credit inquiry had already been processed We are obligated to
report factual information to the credit bureaus and are unable to remove the
credit inquiry authorized by [redacted]. 
 
We value [redacted] and appreciate him for bringing his concerns to our attention.  Thank you,Cheryle S[redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint.  We researched Mrs. [redacted]’s complaint and found her issue has been addressed and resolved.  We show Mrs. [redacted] has been contacted and the correct furniture piece ([redacted]) was delivered and received in good...

order on 8/19/15.  Again, we sincerely apologize to Mrs. [redacted] for the inconvenience she experienced during this process.                                    ...⇄ we may be of further assistance, Mrs. [redacted] may contact our Customer Service department at 1-877-358-1252. Kind regards, Jana A[redacted]Customer Relations

Thank you for the additional opportunity to respond to Ms. [redacted]’s concerns regarding account [redacted].    We appreciate Ms. [redacted] for providing the additional identifying information.  Ms. [redacted] stated she believes the information listed on her credit report is inaccurate and she would like it corrected.    According to our records, Ms. [redacted] singed a 36-month retail installment contract on March 25, 2006. She agreed to have the minimum monthly payment due on the 20th of each month.  Ms. [redacted] stated her first date of delinquency was September 2009.    Conn’s is obligated to report factual information to the credit bureaus and we are unable to remove any negative credit marks assessed on the account due to payments not being made timely.  Ms. [redacted]’s account was paid per the settlement agreement on April 29*, 2010.  We have attached a copy of Ms, [redacted]’s payment history for her records.    The account will remain on the credit report from the last date of delinquency, not the first date of delinquency.    Conn’s appreciates Ms. [redacted] for bringing her concerns to our attention.

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to Mrs. [redacted]’ concerns. We have a more than 120-year history of quality customer service and satisfaction, and we would not want anything to impair that record. As a reminder, Mrs. [redacted] may contact Conn’s regarding questions...

by calling our Customer Service Helpdesk at 1-877-358-1252, or on-line at www.conns.com.  Mrs. [redacted] has stated in the complaint: 1)      The table was delivered with a defect, and she wasn’t given the option to refuse only a discount; 2)       She contacted us regarding a broken chair and was informed by manager that we would pickup items and remove from account; and 3)       She is requesting to return dining set.                              Our investigation reveals that: 1)    We disagree that Mrs. [redacted] was not given the option to refuse the table as other items (boxsprings) were refused at the time of delivery. Mr. [redacted] agreed and accepted to receive a 15% concession for minor scratches found on the unit. 2)    Mrs. [redacted] has been reminded that Conn’s has a No Return or Exchange Policy on all furniture; and 3)    We are unable to honor Mrs. [redacted]’ requested, however; we have agreed to issue an even exchange on the chairs.     Our records show on 6/29/17, Mr. [redacted] purchased the [redacted] King bedroom furniture which consists of five pieces, a [redacted] king mattress, two [redacted] XL box springs, the [redacted] dining set which consists of eight pieces and the [redacted] Counter dining set which consists of five pieces.   We researched Mrs. [redacted]’ complaint and found that their delivery was scheduled for 6/30/17. We show all items were signed acknowledging the items were inspected and received in good order except for one of the [redacted] dining chairs which were damaged in the package, the [redacted] table top and the two XL [redacted] box springs which were refused at the time of delivery. However; we show Mr. [redacted] agreed and accepted to receive a 15% concession to keep the table top due to minor scratches were found. Our records show the delivery team returned to Mrs. [redacted]’ residence on 7/1/17 and re-delivered a new [redacted] dining chair in good order.   Our records show Mrs. [redacted] contacted our customer service department on 7/10/17 stating that another chair broke and requested to return the dining room set. Mrs. [redacted] was reminded that Conn’s has a No Return or Exchange policy on all furniture but was informed we could setup a service appointment to assess their repair needs.   After further review of Mrs. [redacted]’ concerns, we agreed to issue an even exchange on all four of the [redacted] side chairs as a gesture of goodwill. Mrs. [redacted] was contacted on 7/13/17 and informed of the approved exchange.  Mrs. [redacted] new chairs were delivered on 7/21/17.   Conn’s values Mrs. [redacted] a customer and appreciates her for bringing this matter to our attention.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com
[redacted]

Thank you again for the opportunity to respond to [redacted]'s concerns regarding her account.  As stated in our first response, we are in the process of recalculating the interest on her account.   Thank you, [redacted]