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]’s additional comments.  We researched Mrs. [redacted]’s complaint and found her issue has been addressed and resolved.  We show there was a scheduling conflict which delayed the process of picking up Mrs. [redacted]’s washer and dryer; however as of10/15/15 both units have been returned and a credit of $2,332.70 was processed to Mr. [redacted]’s Conn’s account.  We sincerely apologize for any inconvenience Mr. [redacted] & Mrs. [redacted] experienced during this process.       If we may be of further assistance, Mrs. [redacted] may contact our Customer Service at [redacted].Kind regards,Jana A[redacted]

Thank you for the opportunity to respond to Ms. [redacted]’s additional comments.   As stated in Ms. [redacted]’s last response that was received on 5/26/17, her washer has only had parts replaced on two occasions dated 12/31/16 and 3/29/17.  The technician that last assessed her washer on 4/29/17 indicated that no problem was found with her washer, but indicated there was a problem with the pedestal.  We attempted to contact Ms. [redacted] on 6/01/17 to discuss her concerns, but we were unsuccessful.  We are willing to work with Ms. [redacted] and have a technician remove the pedestal but will need to schedule an appointment.  We ask that Ms. [redacted] contact us directly at 1-866-765-1513 for further assistance. Conn’s values Ms. [redacted] as a customer and appreciates her for bringing her concerns to our attention. Sincerely,   Customer Relations

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]

On May 28, 2015 you provided the following
information:
 
Thank you for the opportunity to respond to [redacted] complaint.  We have researched and [redacted] complaint and
found his issue has been addressed and resolved.  Our records show on 5/25/15, a check...


request was submitted in the amount of $187.00 for the remaining balance of his
insurance credit.  We ask that [redacted] allow 5-7 business days to receive
his refund check.  We sincerely apologize to [redacted] for the experience
and any inconvenience that has been caused regarding this matter.   
 
If we may be of further
assistance, [redacted] may contact our Customer Service at [redacted]
 
Kind regards,
Kathryn [redacted] [redacted]

Thank you again for the opportunity to respond to Ms. [redacted]'s concerns regarding her grandmother's account.  We are unable to discuss Ms. [redacted]'s grandmother's account with anyone other than the account holder.

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]

Thank you for the opportunity to respond to [redacted]
complaint regarding a purchase under the name [redacted].  Our records
show on 
Roman";color:darkblue">2/14/12, [redacted] purchased a [redacted] 80” LED TV (with
a 49-month Repair Service Agreement).  [redacted] elected to have his
television delivered; [redacted] signed acknowledging his television was
received in good order.
 
[redacted] contacted our Service Department on two separate occasions
regarding his television. 
·         On 9/08/14, we were contacted
regarding his television was not connecting to the WiFi and the volumes down on
its own.  A service call was scheduled; after the inspection the service technician
ordered a main board and WiFi module. 
The technician reported on 9/16/14, he replaced the main
board and WiFi module; tested the television and the unit tested ok.
·         On 9/25/14, we were contacted by [redacted] stating the audio connector was broken.  A service call was
scheduled; during the inspection the technician confirmed the audio connector
was broken from the main board.  The service
technician attempted to order the parts; however the main board was no longer
available. 
 
An exchange request was submitted under the Terms and Conditions
of the Repair Service Agreement on 10/18/14.  [redacted] was issued a credit up to the original amount paid which was $4,499.99
due to the original television not being available.  On 11/26/14, [redacted] elected model [redacted] which was $500.00 more than
the approved credit given and a 49-month Repair Service Agreement priced at
$649.99; [redacted] financed the difference of $1,244.86 with Conn’s Credit on
a 12-month Cash Option Term.
 
After researching [redacted] complaint we are unable to confirm
what happened to the audio connector however; we did confirm it was attached to
the main board that had been previously serviced.  We spoke with [redacted] on 12/15/14,
regarding her concerns.  We offered to
cancel the warranty on [redacted] new television and issue her a refund to
her account.  Then transfer the warranty
from the [redacted].  [redacted] rejected the offer to ensure she had coverage until 2018.  She requested a refund of the $500.00
difference that was paid toward her new television.  Conn’s has agreed to honor her request; and the
credit has been processed and will post to [redacted] account within 3-5
business days.
 
Sincerely,
 
[redacted]

So according to conns they say they sent slats to my house but never did. I have all the emails and not one of them say they were ordering slats for me. I have already looked into a  attorney and they will be handling this situation from here on out. Thanks

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] 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 for
the opportunity to respond to Ms. Trevino’s concerns regarding account [redacted].  Ms. Trevino stated she accepted an offer to
refinance her accounts, but continued to receive collection calls.
 
According to
our records, Ms. Trevino accepted an offer to...

refinance her accounts on March
16, 2016.  The refinance retail
installment contract was emailed to her on March 19, 2016. She requested
additional changes and a new contract was emailed to her on March 24,
2016.  We received the signed retail
installment contract on April 4, 2016.  The
contract was processed and the new account was established on April 11,
2016.  No additional collection efforts
were made once the completed contract was received.  Ms. Trevino’s next payment on account
[redacted] is due on April 24, 2016 in the amount of $82.97.
 
We received a
copy of Ms. Trevino’s renter’s insurance policy on April 5, 2016.  The contract was already in process and could
not be modified at that time.  We are in
the process of removing the property insurance from Ms. Trevino’s
accounts.  We ask that Ms. Trevino please
allow 10-14 business days for processing. 
 
Conn’s values
Ms. Trevino as a customer and appreciates her for bringing her concerns to our
attention.  Thank you,Cheryle S[redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint.  Our records show on 12/23/15, Mrs. [redacted] purchased a [redacted] laptop/tablet 2-N-1 with a 37-month Repair Service Agreement w/Accidental Damage.  Mrs. [redacted]’s signed invoice indicates at the time of purchase she...

acknowledged she was provided a copy of Conn’s Return and Exchange Policy which states: A consumer has 14-days from the date the item is received to return or exchange (computers) with the required 15% restocking fee and if your product fails while under manufacturer’s warranty or Conn’s RSA, Conn’s Factory Authorized Service will repair your product according to these warranties.  Mrs. [redacted] also signed acknowledging she was provided a copy of the RSA & ACCIDENTAL DAMAGE brochure and that she understood the coverage associated with the covered product.  Mrs. [redacted] elected to pick up her laptop/tablet 2-N-1 from our [redacted] location store #[redacted]. We researched Mrs. [redacted]’s complaint and found she contacted us on 12/30/15, stating the unit would not connect to the Wi-Fi.  Mrs. [redacted]’s unit was received by service; during the inspection the technician tested Mrs. [redacted]’s laptop/tablet 2-N-1 and the unit passed all functional tests.  The technician also updated all system drivers optimized unit was working up the manufacturer specifications.    After further review we did not find a new service order was created for Mrs. [redacted] regarding an issue with her laptop/tablet 2-N-1.  After receiving her complaint we attempted multiple times to contact her to have a remote technician assess her repair needs.  For further assistance she may contact our service department 1-855-266-6349 to have a remote technician assess her repair needs.  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 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.

Thank you for the opportunity to
respond to Mr. [redacted]’s complaint.  Our records show on 11/19/14, Mr.
[redacted] purchased a Somerton (West Ave) dinette set which consisted of six...

pieces;
(table top, table base, (4) chairs) with a 48-month Furnituregard Plan on all
six pieces.  Mr. [redacted]’s signed invoice indicates at the time of purchase
he acknowledged he was provided a copy of the Furnituregard Plan brochure and
that he understood the coverage associated with the product.  Mr. [redacted]
also signed acknowledging he received a copy of the Conn’s Return and Exchange
Policy which states: No
Returns or 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 dinette set delivered; we show
Mr. [redacted] signed his delivery receipt acknowledging his dinette set was
delivered and received on 11/21/14 in good order.  Mr. [redacted]’s
signature on his delivery receipt acknowledges he thoroughly inspected his
dinette set for damages for an exchange or price concession would not be
authorized for damages after the delivery.
 
After
researching Mr. [redacted]’s complaint we did not find where he has attempted to
contact us regarding this matter prior to receiving his complaint.  We
also have no records showing Mr. [redacted] has contacted our service department regarding
an issue with his dinette set.  If Mr. [redacted] is in need of service he may
contact our service department at 1-855-266-6349 to schedule an appointment. 
Although, Mr. [redacted] does not qualify for an exchange; Conn’s is willing to
continue with any covered repairs under the Terms and Conditions of the
Furnituregard Plan.
 
If we may be of further assistance, Mr. [redacted] may contact
our Customer Service at 1-877-358-1252.
 
Kind regards,
 
 
Jana [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 [redacted]. [redacted]’s complaint.  Our records show on[redacted], [redacted]. [redacted]
purchased a [redacted] computer with a 25-month repair Service
Agreement w/Accidental Damage coverage.  [redacted]. [redacted]’s signed invoice
indicates at the time of...

purchase she acknowledged she was provided a copy of
the RSA & ACCIDENTAL DAMAGE brochure and that she understood the coverage
associated with the product.  [redacted]. [redacted] elected to pick up her
computer from our [redacted], TX location; [redacted]. [redacted] signed acknowledging her
item was received in good order.
 
We received [redacted].
[redacted]’s complaint and she contacted our service department on two separate
occasions dated from [redacted] through [redacted] regarding her computer; stating the unit was not booting up and
keyboard was not syncing with the unit.  After reviewing [redacted]. [redacted]’s
service history we found [redacted]. [redacted]’s computer was deemed uneconomical to
repair, therefore Conn’s agreed to exchange her computer.  [redacted]. [redacted]’s
exchange was approved on [redacted]; she was issued a
credit up to the original amount paid which was $[redacted] to select a new
computer because the original model was no longer available.  [redacted].
[redacted] initiated her exchange on[redacted] she elected a [redacted] notebook model
([redacted]).  We sincerely apologize to [redacted]. [redacted] for the experience
and any inconvenience that has been caused as a result of delay.   
 
If we may be of
further assistance, [redacted]. [redacted] may contact our Customer Service Department
at [redacted].
 
 
[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 resolI do notve my complaint.  
[Provide details of why you are not satisfied with this resolution.]
Regards,

Thank you for
the opportunity to respond to Mr. [redacted]’s concerns regarding his
accounts.  Mr. [redacted] stated his account
should be closed due to a refund credit. 
 
According to
our records, Mr. [redacted] signed a 24-month retail installment contract on April
21,...

2015.  This contract included the
balance from his previous account [redacted]; however, due to a calculation error,
the balance from account [redacted] was not added on to account [redacted]. 
 
As of July 15,
2015 account [redacted] has been corrected and the balance moved to account
[redacted]. 
 
We have
included a copy of the payment history for account [redacted] for Mr. [redacted]’s
records to show the account has been closed. 
 
We value Mr.
[redacted] as a customer and sincerely apologize for any inconvenience he has
experienced due to this matter. 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.  
Complaint Type:Contract IssuesselectProblem:On 11/20/2016 I purchased a washer, dryer, television, and bed from Conn’s. Since that date, I have experienced nothing but issues/misleadings/inconvenience in my dealings with Conn’s. Now their conduct has become blatantly fraudulent and is impacting me financially. I am requesting assistance with: 1) Having them credit my account for the following ($388.66 in total): a. Next-day delivery charges that I paid for our washer, dryer and bed, totaling $79.99. I. Due to their failure to update my phone number, despite my repeated requests to their incompetent sales rep Mark [redacted] at the time of purchase, they failed to deliver the items next day as I had paid for. When the items were finally delivered several days later, they delivered a bed frame to us in error. We then had to accommodate their delivery personnel a second time so that they could retrieve the bed frame. b. Property insurance totaling $293.67 I. I informed sales rep Mark [redacted] that we already had renters’ insurance and did not need their insurance. Nontheless, he charged me for property insurance. I did not realize this at the time of purchase. Dealing with Mark [redacted], who had only been employed with Conn’s for less than a week at the time, was a very tedious and time-consuming process. We were there for approximately 3 hours, which was excessive given that we already knew what products we wanted when we walked in the door. We wanted to purchase a washer/dryer that were moderately priced; we were clear with Mark that we did not need the “latest and greatest” products that he kept trying to direct us to. Once we had made our selections, Mark told us that those items were not in stock. So we went back and looked at the washers/dryers again, and selected products that were slightly higher in price. Only to be told by Mark that those items were not in stock either. That went on for approximately 45 minutes; it was obvious that Mark was trying to get us to purchase the more high-end washers/dryers, to increase the commission he would make from us. This became very frustrating, so I told Mark that we would cancel our entire purchase, as the washer/dryer were the critical items that were in immediate need, and that we literally did not have space in our laundry room for the items he was trying to get us to purchase. Then, miraculously, Mark and his manager (Adam, I believe was his name?) re-checked their systems and found that the washer/dryer that we originally wanted were in stock after all. After being at their store, and watching Mark fumble and attempt to misguide us for 3 hours, we were very anxious and eager to complete our purchase so we could go home and get on with life. Mark shoved an Ipad into my hands and quickly skimmed over the various places I was required to initial. I told him that we did not need property insurance on these items, so out of good faith in Mark’s intentions, and so that we would be done with the process, I signed the purchase agreement without noticing that Mark had applied property insurance totaling $293.67 to our purchase. I believe this was a deliberate tactic to wear us down by making the entire process as tedious as possible, so that we would be fatigued by the time we were at the point of completing the purchase and would not question whether or not Mark had applied any fraudulent charges to our purchase at their profit. To top matters off, after we had completed our purchase and left the store to return home, I received a phone call from Mark stating that he forgot to have us sign a particular form and that we needed to return to the store. This was a terrible inconvenience that we endured due to Mark’s incompetence; we were already 15 minutes away from the store when Mark called us, and had to battle Sunday afternoon traffic to return to the store after we had already been there for approximately 3 hours. c. Late fees totaling $15.00 I. Due to the incompetence of Mark [redacted], it appears that Conn’s never updated our address in their systems. That resulted in my never receiving the payment booklet containing my account number required to make a payment to my account. My first payment was due 12/20/2016; it took approximately 3 weeks of circular e-mails with their technical support staff, and a complaint with the Revdex.com, before anyone provided me with my account number so I could make a payment. On 1/6/2017 they informed me via e-mail (attached) that they had no record of my account being set up, and that I should check back in a few weeks. I have since made my first payment, but they charged me a $15.00 late fee. This was due to their error, not mine, as my account was not even set up at the time that my first payment was due. Their website offers very little information on my account, so I fear that they may have removed the 0% financing for 12 months due to my not making my first payment on time. Again, this was due to their error, not any omission on my part. To the contrary, I spent several weeks dialoguing with them in an effort to make a timely first payment. 2) Repair/replacement of my dryer. a. I purchased a service agreement (see attached) on the dryer. On 1/22/2017, the dryer caused a fuse to blow after running for approximately 15 minutes. When I tried to re-start the dryer, the start button came off rendering they dryer completely inoperable. I reported this to Conn’s on 1/22/2017 and requested service on the defective item they sold me. They have since closed my service ticket (see attached) without sending anyone to repair/replace my dryer. I don’t understand how they can blatantly deny their obligation to service my dryer, since I purchased the service agreement with them. Please help me as I have no further recourse with Conn’s in addressing these items. They are guilty of consumer fraud.TranslateDesired Resolution / OutcomeDesired Resolution:Other (requires explanation)selectDesired Outcome:I would like 1) a billing credit of $388.66; and 2) replacement dryer delivered within 5 business days of this complaint submission.