Conn's Home Plus

Thank you for the
opportunity to respond to Mrs. [redacted]’s complaint Our records show on
11/25/24, Mrs. [redacted] purchased two Catnapper Danbury recliners which both
came with a limited manufacturer’s warranty; no additional coverage was
purchased.
 
We reviewed Mrs.
[redacted]’s service...

history and found she contacted our service department on
four separate occasions regarding her recliners.
·        
On 12/11/14- Mrs.
[redacted] called service stating the handle broke off on one of her recliners
(serial number GS#-[redacted]). During inspection the serviceman found a new handle
was needed to complete repairs. On 1/14/15, we verified Mrs. [redacted] received
the handle and was able to self install.
·        
On 2/13/15- Mrs. [redacted]
called service stating the back keeps going down when in reclining position. A
service appointment was schedule on 3/2/15; the serviceman was able to render
minor repairs by adjusting the rocker base.
·        
On 4/3/15- Mrs. [redacted]
called service stating the handle broke off one on her recliners (serial#
GS#-[redacted]). Mrs. [redacted] was shipped a new handle and was able to self install
to complete repairs.
·        
On 4/20/15- Mrs. [redacted]
called stating the armrest was broken and stitching coming undone. During
inspection the serviceman found one recliner with a broken arm frame and the
other had a bent mechanism. Although only the mechanism qualifies for repairs
under the manufacturer’s T&C’s, as a gesture of goodwill Conn’s has agreed to
repair both recliners. Our records show parts have been ordered and Mrs.
[redacted] is currently scheduled to complete repairs on 6/2/15.
 
At this time Mrs.
[redacted]’s recliners does not meet the qualifications for an exchange however;
we will continue with any repairs that are covered under the Terms and
Conditions of the manufacturer’s warranty.
 
If we may be of further
assistance, Mrs. [redacted] may contact Customer Service at 1-877-358-1252.
 
 
 Kind regards,
 
[redacted]

Revdex.com:
This letter is to inform you that Conn's has carried out to my satisfaction the resolution it proposed for my complaint, filed on 12/9/2014 2:52:16 PM and assigned ID [redacted].
Regards,
Yes the issue has been resolved to my satisfaction and I am closing this complaint. Thank you for your valuable assistance.

Thank you
for the opportunity to respond to Mr. [redacted]’s additional comments. Mr. [redacted] is
scheduled for service on 6/12/15; during that time the technician made a full
assessment and confirmed both the refrigerator and floors were leveled.  Mr. [redacted] was contacted regarding the service
call and his concerns were addressed to his satisfaction.   If I may be of further assistance, Mr. [redacted] may contact me at 1-800-280-1514 ext [redacted].Kind regards,Kathryn [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 would hope that someone - anyone- could come to the understanding that if any of Conn’s rationale or "evidence " had come to fruition or made sense then I would OBVIOUSLY not be wasting my time, especially around the holi[redacted]s when I am Permanently Disabled on this.  They are not an honest company and how convenient that they claim to have "closed my account" but I get calls and mailings from them constantly.  If this needs then be an issue of discrimination based on disability and or s duality then that is fine.  It's a waste of people's time and money, not ours, to be rude and difficult and NOT DO THEIR JOB.  I have absolutely NO PROBLEM standing up for myself and my family if we are being taken advantage of and treated rudely which is exactly what has been happening.  I will also go to the news if needed.  I am grateful for the Revdex.com because it does sure bring True Colors to the table and I WILL NOT APOLOGIZE for my disability.   SHAME ON YOU AND EVERYONE who treats disabled folks like myself and their families the way that Conn’s has treated us.  Again. I have always said that we have no problem doing our part as a customer as long as the business, Conn’s, does their part. WHICH THEY HAVE NEVER DONE.  The news is very quick at spreading the Good Word.   Happy New Year.  [redacted]
Regards,

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,
12/24/2014- Conns did call me today, demanding a payment, again they continued to demand an incorrect amount and past billing information that is I constituencies with a payment history they sent me. The call today was escalated to a "supervisor" who stated if I  paid them 17.$ it would bring account to current. They also claimed that the [redacted] had sent them notice stating you reviewed my account with them and saw nothing wrong.

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to Mr. [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, Mr. [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.  Mr. [redacted] has stated in the complaint: 1)       He contacted to report gas leak with range and was recommended by Conn’s technician to have plumber out to inspect home, but the plumber found the issue was with the range; and 2)       He is requesting a refund for the fee spent to have a plumber inspect home.       Our investigation reveals that: 1)    Mr. [redacted]’s range was inspected on three separate occasions, and each technician reported there were no issues with the unit. Mr. [redacted] was recommended to contact a plumber for precaution; and 2)    We have agreed to issue a partial refund as a gesture of goodwill.     Our records show on 11/25/16, Mr. [redacted] purchased a [redacted] gas range and which comes with a 1-year limited manufacturer’s warranty. Mr. [redacted] did not elect to purchase additional coverage with Conn’s.   We researched Mr. [redacted]’s service history and found that he first contacted our service department on 6/4/17 stating the range was leaking gas. A service appointment was scheduled for 6/13/17. During the inspection the technician report that he tested the unit and it is working up to specifications. The technician also notated that he was unable to duplicate the reported issue and did not find a gas leak.   We show Mr. [redacted] contacted service again on 6/21/17 regarding the same issue. A new service appointment was scheduled for 6/26/17. During the inspections, the technician reported he found a small leak at the gas elbow before shutting off the range but could not determine the cause. The technician suggested that Mr. [redacted] contacts a plumber to inspect his home for precaution as no issues were found with the range.   Our records show Mr. [redacted] later contact service on 6/29/17 for the same issue. A service appointment was scheduled for 7/4/17. During the inspection, the technician reported that he checked for a leak with soap bubble but was unable to see or smell any gas.   We attempted to contact Mr. [redacted] on 7/20/17 to discuss his concerns but were unsuccessful and left a voice message to return our call. Although we are unable to offer a full refund for the cost to have a plumber inspect his home, we are will to refund half the amount paid ($62.50) as a gesture of goodwill. We have submitted a check request to be mailed to the address listed. We ask to please allow up to 30-days to receive payment.                     Conn’s values Mr. [redacted] as a customer and appreciates him for bringing this matter to our attention.

Our records show [redacted] service
appointment was rescheduled from [redacted] to [redacted] due to unforeseen circumstances.  Upon inspection on [redacted] and the serviceman
report indicates the outside back material was caught in the mechanism causing
a tear. Therefore, a part request was submitted to the manufacture for a new
mechanism and outside back cover.
 
We attempted to contact [redacted] to discuss
her concerns.  However, we were unable to
reach her at that time.  As a goodwill
gesture Conn’s has agreed to exchange the sofa that is currently available.  [redacted] will need to contact her
nearest Conn’s location to schedule delivery.
 
Kind regards,
 
[redacted]

Thank you for the opportunity to respond to Mr. [redacted]’s concerns regarding account [redacted].  Mr. [redacted] stated he began receiving collection calls when his account became past due.    According to our records, Mr. [redacted] signed a 30-month retail installment contract on March 31,...

2016.  He agreed to have his minimum monthly payment due on the 15th of each month.    When a payment is late, we routinely begin call attempts to the telephone numbers provided on the credit application, as a reminder to ensure payments will be made timely. It is normal practice for our company to begin call attempts to assist consumers from falling behind on their account. Mr. [redacted] may pay on-line, in his local Conn's store, by mail, or over the phone if it is more convenient for him, before the due date.  Additionally, if Mr. [redacted]’s pay date has changed, he may benefit from requesting a change of his due date each month. We ask that Mr. [redacted] contact us if he would find this beneficial.   Although, Conn’s would refer to keep the lines of communication open, we have placed a cease communications on the telephone numbers associated with Mr. [redacted]’s account.    Conn’s values Mr. [redacted] as a customer and appreciates him for bringing his concerns to our attention.   Thank you, Cheryle [redacted]

Thank you for the opportunity to respond to Mr. [redacted]’s additional comments. As mentioned in our previous response, no issues were reported at the time of delivery; both units were inspected and tested upon delivery. We have reviewed the photos provided by Mr. [redacted] and the photos taken at the time of delivery for the range and determined that the flames would not have reached the location where the incident occurred. Therefore; we are unable to honor Mr. [redacted]’s request for an exchange. If Mr. [redacted] can provide additional documentation to support his claim, we will re-evaluate his concerns. If we may be of further assistance, Mr. [redacted] may contact our Customer Service Department at 1-877-358-1252.  Kind regards, Dyeisha [redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s additional comments. We provided a copy of Mrs. [redacted]’s delivery ticket in our previous response. As shown, there was no mention regarding any damages caused by Conn’s delivery team at the time of delivery. However; the delivery team did report that there was no outlet pipeline on the garbage disposal to attach the drain hose during the delivery. Mrs. [redacted] informed the delivery team and the manager that this was pre-existing issue with the unit and she would correct the problem and self install. Again, at this time we are unable to honor Mrs. [redacted]’s request to replace her garbage disposal; there was no reported damages during the delivery. If we may be of further assistance, Mrs. [redacted] may contact us at 1-866-765-1513.  Kind regards, Dyeisha [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.]
In my numerous conversations with management at Conns, Jancee S[redacted] District Manager, I was told that I was covered for replacement.  Never is "repair" mentioned (see attached email from her below):=========================================================================...⇄ S[redacted] Mar 16 at 5:06 PMTo[redacted]Message body[redacted]I'm sorry to hear we haven't started your property claim process. The form we emailed to you last week is the form you need fill out to get things going. I noticed you had the service department out. They are not the department that will be able to assist you. You will need to work with our insurance department. Insurance Fax Number: [redacted]Insurance Email: [redacted]Customers may contact the Conn’s Insurance Department at [redacted]You are fully covered under our property coverage for theft, fire and flood. The process does take 2-3 weeks.  Once you fill out the forms and send in the proper information they can get the process started. In the mean time you will need to keep your account current and up to date. I am out of the office until Friday but I wanted to make sure you knew I saw your email. If you'd like I can call you then. Again I apologize for any miscommunication and I know the waiting is not ideal but I am very glad you are covered so you don't have to spend any money out of pocket on a new set. Thank you,Jancee======================================================================...⇄ /> [redacted] also told me that I should not have had to go this route in getting a technician sent, and that I had gone to the wrong department.  Everyone kept telling me I was in the wrong department.  Here I am entering my 5th week of trying to get this matter resolved, and no where even close.I called the [redacted] and explained to the woman who answered my issue and she transferred me to Customer Service.  Customer Service said that I needed to speak  with the Insurance Dept., the Insurance Dept. then said I needed to speak with someone in Service Warranty, Service Warranty said I needed to speak to Property Claim Damage, Property Claim Damage Dept, said I needed to speak with Fire, Theft and Floods dept, Fire, Theft and Floods department said I needed to speak to Risk Management.  I have also called several different Conns stores inquiring about how their property insurance works.  They have all said the same thing - I am covered for replacement.  Never once is the word "repair" used.  So they are telling the consumers one thing, and once a claim is filed, it's a totally different story.   The technician that came to my apartment said that his only job was to come to the apartment and take pictures. He specified that he was not making a report, it was up to his boss to determine.  I asked the technician what he thought he would do if these units were his.  He said "he would get rid of them, they're not safe".   Need I say more?  I would not feel safe in getting these repaired.  These are only 15 months old.....and I shouldn't have to worry about such things.  The Maintenance Supervisor for my apartment building said that there is no way there was lint build up.   In fact, the technician said that the dryer was clean, and in his experience, he has seen lots of dryer that are filled with lent and can't understand how they didn't catch fire.  When I heard about the report, I called the technician because I had his number when he called to confirm coming to see the units.  The report indicates it was his theory that the fire started from the wall (which was opposite of where the dryer is located).  I asked how he felt the fire came from the wall, when the dryer was on, and it would be the dryer to cause the heat.....how could he assume the fire started from the wall".  His response was "hmmm, that's a good one, I didn't think of that".   Seriously?The amount of time and effort it has taken me to work on this claim is unfathomable.  My stress levels are at a ridiculous amount.   I've had to take time away from work, I've had to take numerous  lengthy conversations during work all with no resolve.  I'm not asking for anything that wasn't quoted to me when I purchased the insurance - which was replacement of the units in case of fire, theft, flood.   The bottom line is that the dryer caught fire - which cause both units to become inoperable. They are now considered a hazard.  If I'm fully covered as the email from [redacted] indicates, what more needs to be said.I want either full replacement or all of the money I have spent on these units that I'm still paying for.   
 











3/28/2016






Complaint

This company misleads you into thinking that they are offering a "PAYOFF" for you account. Just last month I "Paid OFF" the "PAY OFF" amount on my account. Thinking that this was an actual pay off close account never to deal with CONNs again. On 2/24/2016 I paid and then called customer service to...

confirm that my payment showed in the system. I also advised the agent that I "PAID OFF" my balance and would like to know that I would be getting a closed account letter in the mail. The agent verified and stated yes she had seen my payment and that I would get a "PAY OFF" letter in the mail to confirm the closed account. She never once mentioned anything else on that call nothing.. about a remaining balance or to even go over my account!! Today I went onsite because I have yet to receive my pay off confirmation letter and seen there was still a balance left scheduled to be paid Jan 14, 2017!?? WHAT IN THE WORLD HAPPENED? IF THE ACCOUNT SAYS PAY OFF IM TAKING THAT AS PAY OFF TO CLOSE AND be DONE WITH MY ACCOUNT.. Why would you set up something like that and then show a balance after the PAY OFF was paid?? FRAUD FRAUD FRAUD!!! I will be also submitting a complaint to the Attorneys General office as well. I want an explanation. The agent confirmed MY PAY OFF. I WANT CONNS TO HONOR MY PAY OFF AND CLOSE MY ACCOUNT!







Desired Resolution

FIX IT! CLOSE IT! MY ACCOUNT IS PAID OFF. .. SEND ME MY PAY OFF LETTER!

Consumer Business Dialog

Thank you for the
opportunity to respond to Mr. [redacted]’s complaint. 
Our records show on 12/14/14, Mr. [redacted] purchased a ** dishwasher with a
limited 1-year manufacturer warranty; Mr. [redacted] declined to purchase any
additional RSA coverage on his dishwasher.  Mr. [redacted] elected...

to pick up his
dishwasher from the local warehouse located in [redacted]. 
We
researched Mr. [redacted]’s contacted our service department on three separate
occasions.
·        
On
12/20/14 Mr.
[redacted] contacted us; stating the dishwasher would not turn on and the power
button was flashing.  A service call was scheduled; during the inspection found
three parts needed to be replaced.  The technician ordered the parts on 1/02/15 and all parts
became available on 1/28/15.  On 1/29/15, the technician completed Mr. [redacted]’s repair; the
technician replaced and installed a new striker latch, kit-serv machine control,
and latch tub side.
·        
On
2/18/15 Mr.
[redacted] contacted us; stating the dishwasher would not turn on.  We show Mr.
[redacted] was scheduled for service on 2/25/15; however at his request his appointment was
re-scheduled to 3/02/15.  During the inspection the technician found the top
of Mr. [redacted]’s cabinet was concaved and the door would not latch.  The
technician straightened it out and the door was able to latch properly. 
·        
On
3/03/15 Mr.
[redacted]’s information was submitted over to the manufacturer for a repair review
for a possible exchange; however the manufacturer rejected our claim due to the
unit not meeting the qualifications for an exchange under the terms and
conditions of the manufacturer warranty and to proceed with service.
At
this time Mr. [redacted]’s dishwasher does not meet the qualifications for an
exchange.  Although, we are unable to honor Mr. [redacted]’s request; we will
continue with service.  The technician has ordered the parts needed and once
parts are available we will contact Mr. [redacted] to schedule an appointment to
complete repairs.
If
we may be of further assistance, Mr. [redacted] may contact our Customer Service
Department at [redacted].
King
regards,
 
Kathryn
J[redacted]
Customer
Relations
 
[redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint.  Our records show on 11/11/15, Mrs. [redacted] purchased a [redacted] a [redacted] plush queen mattress, [redacted] box spring, a [redacted] sofa, and a [redacted] recliner.  Mrs. [redacted]’s signed invoice indicates at the time of purchase she was provided a copy of Conn’s Return & Exchange Policy which states: No Returns/Exchanges on- Furniture, mattresses, décor & accessories unless inspected by a Conn’s Service Technician and found to have a manufacturer’s defect **and that a consumer have 30-days to return or exchange (appliances and electronics) with the required 15% restocking fee.Mrs. [redacted] elected to have her items delivered. We researched Mrs. [redacted]’s complaint and found at the time of delivery Mrs. [redacted] received her TV in good order on 11/12/15; however during delivery it was discovered the sofa and box spring was not available and the mattress and box spring were damaged therefore the units were refused and delivery was rescheduled.  We show Mrs. [redacted] received her new mattress and box spring on 11/13/15 in good order; however it was discovered the sofa and recliner Mrs. [redacted] purchased were out of stock the items were cancelled from her invoice and a credit of $2,251.48 was applied to Mrs. [redacted]’s Conn’s account. In regards to Mrs. [redacted] returning or exchanging her mattress; Conn’s have a No Return/Exchange Policy on mattress.  We also confirmed with our merchandising department who confirmed Mrs. [redacted]’s mattress does not qualify for the [redacted] Comfort Guarantee.  Therefore, we are unable to honor Mrs. [redacted]’s request to return or exchange her mattress.  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]











2/27/2016






Complaint

A little over a month ago I purchased a couch and chair from conn,s. I was told it would be delivered in three days and that they would call the night before and let me know the 3 hour window so I would be home. I donated my old furniture so I would have room for new furniture. Day before...

delivery got call around 7 P.m. like they said and set a 3 hour time frame for the next day. The day came and passed. I called and was told chair wasnt in so they cancelled order. A week later got email saying wait for call which came around 7 p.m. letting me know the three hour window the next day again. Made my self available and again no show. Called and got same thing chair wasnt in and cancelled the delivery without notification. Then about 8 days later same thing, this would be third time. I wasnt able to have football party at my house because no furniture. They called like before set appointment for sunday 30 minutes after game started. So I called to see if they could narrow the window of delivery so I could still watch game with brother and friends. Again was informed order was cancelled for third time. Again no call only way I found out was calling them. I them contacted corporate and explained situation to them. Nothing came of that I was passed back to management at local store who I already had been communicating with. As a promotion I was offered a tv or free delivery. If I would have known this was their delivery methods I would have took the tv and borrowed a truck. I feel by now I should get the free tv and the delivery of the couch, chair, tv. I paid a deposit of $247.50 which has been taken from my account a month ago. I hope you can help with this matter im a 100 percent disabled veteran and have no living room furniture to sit on.







Desired Resolution

I would like to receive my furniture asap. Not an appointment which has me at the house for 3 hours with no call no show. and receive the promotional t.v. since the delivery has cost me time and anguish.

Consumer Business Dialog

Thank
you for the opportunity to respond **. [redacted]’ concerns regarding account
#[redacted].  **. [redacted] stated she felt
disrespected when receiving a collection call regarding her account.
 
We
have a more than 120 year history of quality customer service and...

satisfaction,
and I would not want anything to impair that record. We take all customer
inquiries seriously and research every complaint.
 
According
to our records and recorded calls, **. [redacted] received a call regarding the
past due balance on her account.
 
The
questions that are asked are used so that we may better assist our customers and
help them bring their accounts current. 
 
We
have placed a cease and desist on the telephone numbers associated with **.
[redacted] accounts.  If she should receive
additional collection calls, we ask that she contact us so we may address the
matter further.
 
We
value **. [redacted] as a customer and appreciate her bringing this matter to our
attention.

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to the concerns you have regarding account(s) [redacted]. We have a more than 120-year history of quality customer service and satisfaction, and I would not want anything to impair that record. Our contact information is located...

on Mr. [redacted]s retail installment contract or promissory note and security agreement, invoice, coupon book, and welcome letter. As a reminder, he may contact Conn’s regarding questions about his purchase by calling our Customer Service Helpdesk at 1-877-358-1252, or on-line at www.conns.com.     Mr. [redacted] stated in his complaint that: He paid his account balance in full, but the account did not close; and he would like the account closed. Our investigation reveals that: Mr. [redacted] paid his account balance in full on April 27, 2017; and the account is now closed. According to our records, Mr. [redacted] paid his account balance in full on April 27, 2017; however, due to a system issue his account did not close.    As of July 5, 2017 Mr. [redacted]s account is closed.  We have included a copy of his payment history as verification that the account is closed and no negative information was reported to the credit bureaus. Conn’s values Mr. [redacted] as a customer and sincerely apologizes for any inconvenience he experienced due to this matter.

Thank you for the opportunity to respond to Mr. [redacted] concerns regarding accounts [redacted] and [redacted].  Mr. [redacted] stated he signed a new contract.  The contract was supposed to have the balance from his previous account added on, but it does not. He would like the old account...

closed.   According to our records, Mr. [redacted] signed a 32-month retail installment contract on July 2, 2016.  That contract created account [redacted] and was supposed to include the balance from account [redacted].  Due to an error, the balance from account [redacted] was not added.  We are in the process of correcting the error.  Mr. [redacted] will receive a new contract via email to the email address he provided.  Once Mr. [redacted] signs the new contract, we will be able to combine the accounts, remove any negative credit marks that were assessed on the account due to the error.    Conn’s values Mr. [redacted] as a customer and apologizes for any inconvenience he has experienced due to this matter.   Thank you, Cheryle [redacted]

Thank you for the opportunity to respond to Mrs. [redacted] complaint. Our records show on2/7/16, Mrs. [redacted] purchased the [redacted] sofa and loveseat and elected to purchase a 36-month FurnitureGard Plan. We researched Mrs. [redacted] service history and found she contacted...

our service department on two separate occasions regarding repairs to her furniture. After further review of Mrs. [redacted] service needs, Conn’s has agreed to issue an exchange for her sofa and loveseat. Mrs. [redacted] may visit her nearest Conn’s to initiate the exchange. We sincerely apologize for any inconvenience Mrs. [redacted] experienced during this process. If we may be of further assistance, Mrs. [redacted] may contact Customer Service at[redacted]  Kind regards, Dyeisha [redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s additional comments. Since our previous response, the technician returned to Mrs. [redacted]’s residence on 11/16/16 and installed a new plate sensor and assembly holder PCB to complete the repairs. The technician reported he tested the washer and unit are functioning up to specifications. Our records show Mrs. [redacted] contacted the service department again on 11/22/16 regarding the same issue and was scheduled to have the unit re-assessed on 12/1/16 however; she refused further service. Therefore, the service order was canceled. Again, at this time Mrs. [redacted]’s washer does not meet the qualifications for an exchange, however; we will continue with any covered repairs. Mrs. [redacted] may contact our service department at 1-855-266-6349 to schedule an appointment at her earliest convenience.  If we may be of further assistance, Mrs. [redacted] may contact us at 1-866-765-1513. Kind regards,Dyeisha [redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint regarding a purchase made under [redacted].  Our records show on October 17, 2015, Mr. [redacted] purchased a [redacted] queen mattress that came with a limited manufacturer’s warranty and a [redacted] queen...

adjustable base with a 36-month Furnituregard Plan; no additional Furnituregard coverage was purchased on his mattress.  Mr. [redacted] was provided a copy of Conn’s Return & Exchange Policy at the time of purchase which states:No Returns/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 items delivered; which was completed onOctober 18, 2015.   We researched Mrs. [redacted]’s complaint and found Mr. [redacted] contacted us onMay 4, 2016regarding his mattress; stating the unit displayed sagging in the middle.  After reviewing his service history we found an exchange was approved for Mr. [redacted] to replace his mattress; he was issued a credit up to the original amount paid which was $1,374.99 to reselect a new mattress.  As ofSeptember 8, 2016, Mrs. [redacted]’s issue has been escalated with upper manager and we agreed to exchange the mattress and the adjustable base.  We attempted to contact Mr. [redacted] & Mrs. [redacted] onSeptember 8, 2016 regarding their approval; however we were unsuccessful in our attempts.  A credit of $3,074.99 for both mattress and adjustable base has been approved for Mr. [redacted] to reselect.  Mr. [redacted] will need to visit his nearest Conn’s location to reselect and schedule delivery.  We sincerely apologize to Mr. [redacted] & Mrs. [redacted] for any inconvenience that has been experienced during this process.   If we may be of further assistance, Mr. [redacted] & Mrs. [redacted] may contact our Customer Service Department at1-877-358-1252.     Kind regards,     Jana A[redacted]

Thank you for the opportunity to respond to [redacted] complaint.  Our records show on 3/04/15,
...

[redacted] purchased a [redacted] 70” [redacted] with a (49-month
Repair Service Agreement w/Accidental Damage).  [redacted] 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] elected to pick
up her [redacted] TV from the local warehouse located in [redacted].
After researching [redacted] complaint we found she
contacted our service department on 4/13/15 (39-days) after picking up her television from the
warehouse; stating the unit turns off and on randomly.  A service call
was scheduled for 4/15/15; during the inspection the technician found
motherboard needed to be replaced.  [redacted] contacted our service
department after her service inspection was completed and voiced her
dissatisfaction and requested to have her unit exchanged; [redacted] was
informed under the Terms and Conditions of the RSA coverage.  The
technician ordered the main board and on 4/24/15 the part became available.  We contacted [redacted] on 4/27/15 to schedule an appointment to install the new main
board, but we were unsuccessful in our attempts.  [redacted] may
contact our service department at [redacted] to schedule an appointment that is
convenient for her. 
      
If we may be of further assistance, [redacted] may
contact our Customer Service Department at [redacted].
 
   
 



 
Kind regards, 


Jana A[redacted]