Conn's Home Plus

Thank
you for the opportunity to respond to [redacted] concerns regarding account
[redacted].  [redacted] stated he was
given an extension on his account and the extension was not processed
correctly.  He would like the account
fixed and the credit marks removed....


 
According to our records, [redacted] signed a 36-month
retail installment contract on [redacted].  He has
received a total of 4 extensions on the account for a total of 9 additional
months. 
 
All extensions offered to [redacted] were processed
correctly. 
We have attached a copy of [redacted] payment
history showing the extensions for his records.
 
We obligated to report factual information to the credit
bureaus; therefore, we are unable to remove credit marks [redacted] earned on
the account. 
 
As of [redacted] the payoff amount is $[redacted].  Please note,
the payoff amount is updated daily.  We ask that [redacted] call for an
up-to-date payoff quote on the day he plans to submit the
payment.
 
We value [redacted] as a customer and appreciate him
bringing his concerns to our attention.  Thank you,[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.  I did receive the unemployment information and mailed to [redacted] and faxed to [redacted] I was told during one conversation that the paperwork was received. Then the next conversation was told that the paperwork was not received so I mailed it yet again. All paperwork has been mailed and even faxed. I have done lots of research and multiple people have stated they have had this same problem. I have talked to your customer service representatives many times to no avail and is why I contacted Revdex.com.
Regards,

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 Mr. [redacted]’s
additional comments. To better assist Mr. [redacted] we will need him to provide
documents that support his claim regarding the alleged damages. Mr. [redacted] will
also need to provide documents showing he has power of attorney over the
property. Once we receive the requested information, we will forward all documents
to [redacted] for further review regarding his claim.
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.  
As proof of the obvious incompetence of Conn's staff, throughout their response they addressed me as [redacted] when clearly it states [redacted] on my contract and in this complaint. When I went to the store to process my replacement [redacted] The store manager actively avoided me and then instructed me to go home and return the following [redacted] Because "the supervisor of the exchange department had left for the day". I left and came back on [redacted] the [redacted], I received the same response and then the store manager walked off to sell a TV to another customer before telling me that I had to bring my lease as a proof of an address change because his "system won't allow a different address". When is the last time anyone had to bring a legal document such as a lease in order to process an exchange of a defective mattress? As I obviously could not get any assistance from anyone in the store coupled with a blatant disregard for the well being of myself or my [redacted], a complete lack of empathy and lack of ownership. I had to call customer service for the 17th time in three weeks. The customer care clerk responded and called the store. He then came back on line to say that the store manager was not cooperating and "did not want to take a loss" ( I recorded it). This is still the worst experience I have ever had on any purchase. And they still had the audacity to call me to make a payment on a product that I haven't been able to use for over a month. 
Regards,
[redacted]

Thank you for the opportunity to respond to [redacted]s complaint.
We received [redacted]s complaint and found on */30/**; he purchased a [redacted]
washer with a *4-month Repair Service Agreement Plan and received delivery in
good order on */05/**. Our records show [redacted]s Repair Service...

Agreement
Plan with Conn’s expired on */05/1* however; he extended covera** on his washer
with [redacted].
 
Prior to [redacted]s first service call received on */*0/14; we
have no indications of any issues he experienced with his washer since the unit
was delivered. On [redacted]0/14; a representative from [redacted] contacted our service
department on behalf of [redacted]tating the washer makes a knocking sound at
the end of the rinse and spin cycle, the unit would not drain and the clothes
have a sour smell. A service appointment was scheduled on */*4/14; upon
inspection the technician checked the washer through each cycle and no problems
were found. On **30/14, another [redacted] representative contacted our service
department on behalf of [redacted] regarding his washer stating the unit was not
spinning. A service appointment was scheduled for */05/14; during the
inspection the technician found parts were needed for repairs. Once we received
the parts, [redacted] was scheduled for repairs on **/14/14; the technician
replaced the drum ASM rear tub and ASM motor and the unit tested ok. On **11/14; we received another call from [redacted] regarding [redacted]s washer
stating the unit was not draining. A service appointment was scheduled for */1*/14; during inspection [redacted] contacted [redacted] for assistance with
repairs and they recommended [redacted] run sanitized cycles and vinegar more
often for repair. Conn’s service technician was unable to resolve the reported
issue based on the manufacture’s recommendations and informed [redacted] to
contact [redacted] for further repair needs.
 
In regards to [redacted]s complaint regarding his stools, our
records show on */18/13; he purchased the [redacted] table top and base
and four [redacted] stools each with a 48-month [redacted] On */*9/14, [redacted] contacted our service department stating the finish was
coming off all stools and there were dents around all the legs. A service
appointment was scheduled for */05/14; upon inspection the serviceman found
nicks and scratches all over stools with areas fading from use. The serviceman offered
to fill and touch up all stools to repair however; [redacted] declined service
and requested an exchan**. [redacted] was informed that service would need to
continue under the Terms and Condition of the [redacted] On */18/14,
[redacted] contacted our service department again regarding the same issue with
all stools. A service appointment was scheduled for **/04/14; upon inspection
the serviceman found the finish flaking off the sides and tops of the stools.
The serviceman also notated that a small dog chewed the stretcher bars and he
explained that he was unable to sand down and refinish the stools. Based on the
serviceman’s finding and photos provided, the reported dama**s are not covered
under the Terms and Condition of the [redacted] Plan; please refer to
Section (15) What Is Not Covered.
 
Our records show on */*9/11, [redacted] purchased a [redacted] Theater system. At the time of purchase [redacted] purchased Conn’s
Property Insurance for $54.9* however; once we received his request to remove
the insurance after he provided a copy of his homeowners insurance, we credited
the balance towards his Conn’s account. [redacted]s account was paid in full
[redacted] of *01*; no insurance char**s were included when account was paid off. Also,
we show we received [redacted]s request to cancel the warranty on his [redacted] mattress and box spring he purchased on */04/14. On [redacted]0/14, we
submitted a request to refund the pro-rated amount of $145.*9 to his **
account.
 
At this time we are unable to honor [redacted]s request for an
exchan** on his stools or due to the reported dama**s are not covered by the
[redacted] may contact [redacted] at
###-###-#### for any further repair needs. We have included supporting
documents with our response.
 
If we may be of further assistance, [redacted] may contact us at
###-###-####.
 
 
Sincerely,
 
[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 opportunity to respond to Mrs. [redacted]’s
complaint.  We researched Mrs. [redacted]’s complaint and found her issue
has been addressed and resolved.  Mrs. [redacted]’s complaint was escalated
to upper management and Conn’s has agreed to exchange her...

refrigerator. 
Mrs. [redacted] was contacted and advised of her exchange approval; she was
issued a credit up to the original amount paid which was $899.99 to re-select a
new refrigerator.  Mrs. [redacted] was advised to visit her nearest Conn’s
to initiate the exchange and schedule delivery.  Again, we sincerely
apologize to Mrs. [redacted] for any inconvenience she has experienced during
this process.
In regards to Mrs. [redacted]’s property damage; she has been
informed a member from our Risk Management Team will be contacting her within
the next 24-48 business hours.    
                                        ...⇄ /> If we may be of further assistance, Mrs. [redacted] may contact our
Customer Service department at 1-[redacted].
Kind regards,
[redacted]

Thank you again for the opportunity to respond to [redacted]'s concerns regarding her account.  Conn's only makes one attempt to debit the funds from your checking account, as noted in your payment history that was attached for your records in the first response.  It is the customer's responsibility to verify the funds availability before submitting a payment.  The account was overdrawn before the Conn's payment processed, therefore, we are unable to refund any NSF fees you received due to the account balance. Your financial institution has the option to try to process the authorized payment you submitted up to four times.  If you have concerns regarding the overdraft fees, you will need to consult your banker at your financial institution.   Thank you, [redacted]

Thank you for the opportunity to respond to Mr. [redacted]’s concerns regarding account [redacted]6830.  Mr. [redacted] believes payments were applied to his account incorrectly.   According to our records, Mr. [redacted] signed a 32-month retail installment contract on December 21, 2015.  That...

contract included our 12-month, no-interest financing promotion (“cash-option”).  Per the terms of the “cash-option,” the “cash-option is void if the minimum monthly payment is not paid within 10 days of each month’s due date, or the unpaid portion of the total cash-option price is not paid within 10 days of the “cash-option” expiration date.  If the “cash-option” is void, finance charges will be assessed from the date of purchase.  The original terms and conditions found in the retail installment contract will replace the “cash-option” addendum if the “cash-option” is void.  We have included a copy of Mr. [redacted]’s signed “cash-option” addendum for his records.    Mr. [redacted]’s total “cash-option” price was $6435.51.  This amount included $6108.78 for the merchandise and $326.73 for the insurance coverage.  Mr. [redacted] received credit for the insurances he opted to cancel.  Mr. [redacted] paid a total of $5076.49 during the “cash-option” period.  This left an outstanding balance of $1032.29 due on or before the expiration date of December 21, 2016.   Mr. [redacted] also stated he did not want the insurances on the account. Mr. [redacted] opted to cancel the optional insurances on the account and an insurance credit was applied to his account on December 29, 2015.    Due to this being a secured retail installment contract, the merchandise must be insured with property insurance, either purchased through Conn's or provided by the customer under their own homeowner's or renter's policy until the contract is paid in full. In the event the customer has an alternative insurance policy, they are able to send that policy into our insurance department to receive full credit if presented within 30 days of the purchase date or prorated if after this time as long as the declaration pages shows coverage from the date of purchase to the present date. Mr. [redacted] provided proof of insurance and an insurance credit was applied to his account on December 30, 2016.   Conn’s respectfully disagrees that the payments and credits were applied to Mr. [redacted]’s account incorrectly.  The “cash-option” was void due to the unpaid portion of the total “cash-option” not being paid within 10-days of the expiration date of December 21, 2016.  We have included copies of Mr. [redacted]’s signed documents as well as his payment history for his records.    Conn’s values Mr. [redacted] as a customer and appreciates him for bringing his concerns 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:
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.  
  Chair has been replacedthanks for your help in resolving this issue

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]

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 Ms. [redacted]’s Concerns regarding account [redacted].  Ms. [redacted] stated she did not want her accounts combined at the time of her last purchase.    According to our records, Ms. [redacted] signed a 32-month retail installment contract on April 30, 2016.  Ms. [redacted]’s balance on account [redacted] was combined with account [redacted] at the time of purchase.  Due to the outstanding balance on account [redacted] being greater than $500.00 the balance had to be added on to account [redacted] in order to qualify for credit.  Ms. [redacted] signed accepting the add-on balance.  We have included a copy of Ms. [redacted]’s signed retail installment contract for her records.    Conn’s is unable to separate the accounts, as the credit approval was contingent on the accounts being combined.    Conn’s values Ms. [redacted] as a customer and appreciates her for bringing her concerns to our attention.   Thank you, Cheryle [redacted]

Thank you for
the opportunity to respond to [redacted] concerns regarding his
accounts.  [redacted] stated he paid
off his accounts; however, one account that was included with his bankruptcy
was also paid off.
 
According to
our records, Mr. we received [redacted]...

[redacted] payment of $11,294.00.  That amount was distributed between his
accounts to pay them off.  In error, we
also applied funds to account #[redacted]. 
 
We are in the
process of refunding the overpayments on the accounts.  [redacted] will receive a refund in the
amount of $2,611.15 from account $[redacted]5 and a refund in the amount of $1,254.25
from account #[redacted].  This is a total
refund amount of $3,865.40.
 
Please allow
10-14 business days for the refunds to process and be mailed out.  We value [redacted] as a customer and
sincerely apologize for any inconvenience he has experienced due to this
matter.  If [redacted] does not receive the refund checks, we ask that he contact us directly so we may track the checks for him. Thank you,[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 Ms. [redacted]’s complaint.  As mentioned in our previous responses we no longer carry the [redacted] 3D Blu-Ray player she is requesting, the product has become obsolete. However we may happen to have a floor model at a different location, that she can purchase at the discounted price ($67.88).   If we may be of further assistance, Ms. [redacted] may contact our Customer Service Department at1-877-358-1252.  Kind regards, Kristal [redacted]

Thank you for the opportunity to respond to Mrs. [redacted] complaint.  We researched Mrs. [redacted] complaint and found her issue has been addressed and resolved.  Mrs. [redacted] has been contacted and informed her issue was escalated with upper management.  At the time of Mrs....

[redacted] purchase; Conn’s were not offering 36-month with no interest.  However, at the time of Mrs. [redacted] delivery; Conn’s were offering 36-month no interest.  Therefore, Conn’s has agreed to honor Mrs. [redacted] request.  We sincerely apologize to Mrs. [redacted] for any inconvenience she experienced during this matter.  If we may be of further assistance, Mrs. [redacted] may contact Customer Service at 1-877-358-1252.  Kind regards, Jana [redacted]

Thank you for the opportunity to respond to [redacted] complaint. We attempted to contact [redacted] on 4/15/15 and 4/16/15
to address his concerns however; we were...

successful in our attempts.
 
To better assist [redacted] we ask that he
contact us directly at [redacted].
 
 
 
 
Kind
regards,
 
[redacted]








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Thank you
for the opportunity to respond to Mrs. [redacted] complaint. Our records show
on 3/21/15, Mrs. [redacted] purchased a [redacted] refrigerator and gas range
both with a 24-month Repair Service Agreement Plan. Mrs. [redacted] delivery
was scheduled for 4/15/15; during delivery it was...

found the range was damaged
on the side by [redacted] (our third party delivery team). Mrs. [redacted] was offered
and accepted a 20% price concession for the damage to the range which resulted
in a credit of $119.98 that was applied to her account on 4/17/15.
 
Our
records show Mrs. [redacted] later contacted our delivery department stating the
countertop was cracked during delivery; her information was forwarded to [redacted]
for further review. The manager from [redacted] sent a certified contractor to the
residence where the alleged damages occurred for evaluation. Based on the
contractor, the estimated cost to repair was $200.00 however; [redacted] offered the
property owner $250.00 due to the inconvenience. We contacted [redacted] and was
informed they have been in contact with the property owner in attempts to
resolve reimbursements for the countertop.
 
At this
time we are unable to honor Mrs. [redacted] request to return the range; she
was offered and accepted a price concession for the damages on the unit during
delivery. Please see documentation attached. 
 
If we may
be of further assistance, Mrs. [redacted] may contact our C[redacted]omer Service
department at 1-877-358-1252.Kind regards,Dyeisha W[redacted]