Conn's Home Plus

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]

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 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.

Thank you for
the opportunity to respond to [redacted] concerns regarding her
account.  [redacted] stated her account
was supposed to be interest free; however, interest has been added to her
account.
 
According to
our records, [redacted] signed a 32-month retail...

installment contract on
September 26, 2014.  The contract did not
include our 12-month no-interest financing offer.  Although the
product purchased may have qualified for the 12-month no-interest financing
promotion, [redacted] credit did not qualify at the time of purchase. 
 
We are unable
to honor [redacted] request to remove the interest from the account.  We have included a copy of Ms. [redacted]
signed retail installment contract for her records. 
 
We value [redacted] as a customer and appreciate her brining her concerns to our
attention.  Thank you,Cheryle S[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 [redacted]
complaint. Our records show on **/12/14, [redacted] purchased a [redacted] mattress with a 48-month FurnitureGard Plan. [redacted] signed her
invoice and delivery ticket acknowledging she received a copy of Conn’s...

Return
and Exchange Policy and she her mattress in good order on **/18/14.
 
We received [redacted] complaint and found she contacted our service
department on two separate occasions regarding her mattress.
·        
On **/23/14- [redacted]
called for service stating she could feel the spring when lying on the
mattress. A service appointment was scheduled on **/01/14; upon inspection [redacted] found ½” body impression on the left side and center of the mattress
which is normal based on the manufacturer’s specifications.
·        
On**/17/14- [redacted]
called for service for the same issue and requested a different [redacted] to
re-assess her mattress. A service appointment was scheduled for **/21/14
however; [redacted] vehicle broke down and we were unable to find another technician
within [redacted] area.  We attempted
to re-schedule another appointment however; [redacted] declined further
service and requested to return the unit.
 
Although Conn’s has a No Return or Exchange Policy on mattresses,
we were able to confirm that [redacted] was advised of the [redacted] comfort guarantee
in error.  Therefore; as a gesture of
goodwill Conn’s has agreed to honor [redacted] request to return her
mattress due to the incorrect information she received regarding Conn’s Return/Exchange
Policy. [redacted] may visit her nearest Conn’s to return the mattress. Once
we confirmed the mattress was returned in good order, we will process the
credit towards her account; no further credit is due at this time. We sincerely
apologize for any inconvenience [redacted] experienced during this process.
If we may be of further assistance, [redacted] may contact us at
###-###-####.
 
Sincerely,
 
[redacted]

Thank you for the
opportunity to respond to [redacted] additional comments. We researched
[redacted] complaint and found her dining set was cancelled from her
invoice and refunded due to the table top was no longer available. We apologized
for the miscommunication regarding the availability of this product and appreciate
[redacted] for bring this matter to our attention and will address this
issue with all parties involved to ensure this does not happen in the future.
 
We confirmed that [redacted] was not charged the delivery fee of $139.99 and the $180 price
concession that was offered was applied to her account on 4/29/15. We have no
record that [redacted] has contacted our service department regarding any
issues she is experiencing with her furniture. If [redacted] is in need of
service, she may contact our Service Department at [redacted]. Again, 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]









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[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]

[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 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

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 action that was taken to repair the refrigerator was finally done - now noise has started - and I have called again for a second repair. The attached file has note and correspondence with both Conn's and [redacted].  Currenlty waiting on reimbursement of food claim - covered by extended warranty - and additional repair.

Thank you for the opportunity to respond to [redacted]’ complaint.  Our records show on 11/22/14, [redacted] purchased a [redacted]” media chest with a limited 1-year manufacturer warranty.  [redacted] did not purchase...

additional [redacted] Coverage and elected to pick up her media chest from the local warehouse in Houston, TX; signed acknowledging her media chest was received in good order and that an exchange or concession would not be authorized for damages discovered after the model leaves the warehouse of store. [redacted] contacted our service department on 11/25/14 three days after picking up her media chest; stating the unit doors were uneven.  A service call was scheduled for 11/29/14; during the inspection the serviceman found the media cabinet frame was broken in half and appeared to have been dropped on concrete.  We contacted [redacted] on 12/05/14 and informed the damages reported were not covered under the Terms and Conditions of the manufacturer warranty.  Therefore, we are unable to honor her request to return/exchange the media chest.        If we may be of further assistance, [redacted] may contact our Customer Service Department at[redacted].  Kind regards,  Kathryn J[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  
 









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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 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 again for the opportunity to respond to Ms. [redacted]'s concerns.  As stated in our previous response, Conn’s is working diligently to resolve the issue and close Ms. [redacted]’s account.  We have taken measures to prevent collection attempts while we are in process of closing the account. Again, Conn's values Ms. [redacted] as a customer and sincerely apologizes for any inconvenience she experienced due to this matter.

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]

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 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]

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.