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.  
I was without a refrigerator for a total of  33 days. According to the contract the business provided at the time of purchase they have a total of 30 days from the date of the initial complaint. As you can see that time frame has passed 3 days ago. In regards to the $150 check...I submit a food loss claim for a total of almost $300. The contract states a max of $150 for fridge and $200 for freezer. This company has been very rude and has not handled this emergency situation in a timely fashion. I have been treated as though my washer or something as miniscule as such was broken. My family and I suffered tremendous extra expense because food could not be stored in our home. With the cost of groceries these days and the cost of eating out for a family of 3 twice a day for a month $150 does not seem like adequate compensation.
Regards,
[redacted] T. [redacted]

Thank you for
the opportunity to respond to [redacted] concerns regarding account
#[redacted].  [redacted] stated she
purchased an insurance policy with us in September 2014 and the items were
stolen in December 2014 and she would like to pick out new...

merchandise.
 
According to
our records, [redacted] signed a 24-month retail installment contract on
October 13, 2014.  This contract did
include property insurance.  On December
23, 2014 [redacted] notified us of the burglary.  At that time we asked [redacted] fill out
a claim form and fax that in along with her police report.  Once we received the information from [redacted], we processed her claim.
 
The insurance
company approved the claim and mailed us a check on February 20, 2015; however,
[redacted] account was past due.  We
are unable to replace the items on an account unless it is in current status,
the payment from the insurance company must be credited to the account when it
is in a past due status.  [redacted]
account was credited $1234.50 for the stolen items on February 20, 2015.  We have attached a copy of [redacted] payment
history for her records. 
 
The account is
past due because the $1234.50 was posted as a property insurance credit. The
current outstanding balance on the account as of April 29, 2015 is
$1,075.46.  Please note the payoff
balance updates daily.  If [redacted]
would like to pay the balance in full, we ask that she call the day she plans
to make the payment for an up-to-date payoff quote.
 
We value [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]. Mr. [redacted] stated his account should be closed and he overpaid his account due to insurance.   According to our records, Mr. [redacted] signed a 30-month retail installment contract on September 5,...

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.  Mr. [redacted] assessed three late payments on the account and the “cash-option” was void.    Mr. [redacted] also stated he was charged for insurance on his account but he had provided proof of insurance.  Mr. [redacted] accepted property insurance, credit life and disability insurance and credit involuntary unemployment insurance on his account.  We have attached copies of Mr. [redacted]’s signed retail installment contract, and general information page regarding the insurances he accepted.    Due to this being a secured retail installment contract, the merchandise must be insurance 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 as long as the declaration pages shows coverage from the date of purchase to the present date. All other insurances are optional.    Conn’s respectfully disagrees that Mr. [redacted] overpaid his account.  He made his final payment on September 15, 2016 and the account is now closed.  On September 26, 2016, Mr. [redacted] submitted information to our insurance department; however, it was not the correct information.  Additionally, once an account has been paid in full, we are unable to credit any portion of the paid insurance.    Conn’s values Mr. [redacted] as a customer and appreciates him for bringing his concerns to our attention.    Thank you, Cheryle S[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.  
I appreciate that they finally credited my account, however both accounts are due on the 20th of the month and it there would not have made any sense to overpay one account and leave the other delinquent, I told him that I had to accounts due on the same date and when I went to the store that I always pay my account, she too explained to them that I had two accounts that are scheduled for the same date. Thank you for correcting because they started attaching late charges to my account.

Thank you for the opportunity to
respond to Mrs. [redacted] complaint.  Mrs. [redacted] has been contacted regarding her concerns.  After...

researching her complaint we found
there was a delay replacing her air conditioner.  Conn’s has agreed to issue Mrs. [redacted] a refund
for the replacement value of $529.99 for her 18K BTU heat/Cool air
conditioner.  Mrs. [redacted] is aware the
refund will be mailed within 7-10 business days.
 
If we may be of further assistance, Mrs. [redacted] may contact
Customer Service at [redacted]
 
 
Kind regards,
 
[redacted]

Thank you for the opportunity to respond to Mr. [redacted]’s complaint.  Our records show on 10/12/13, Mr. [redacted] purchased a [redacted] front load washer and a front load electric dryer with a 48-month Repair Service Agreement.  Mr. [redacted] received a copy of Conn’s Return & Exchange Policy at...

the time of purchase; he also signed his invoice acknowledging that he received a copy of the Repair Service Agreement brochure and that he understood the coverage associated with the covered product.  Mr. [redacted]’s appliances were delivered on 10/16/13 as requested. We researched Mr. [redacted]’s complaint and found that the last service call we have on file was placed on 12/17/16 regarding his washer.  Mr. [redacted] indicated that his washer was receiving an error code “TE.”  After reviewing Mr. [redacted]’s service history; it was discovered we were unable to get the parts needed to repair Mr. [redacted]’s washer promptly.  Therefore, an exchange requested was submitted approved on 1/16/17 under the Terms and Conditions of the Repair Service Agreement.  Mr. [redacted] has issued a credit up to the original amount he paid which was $849.99 to reselect a new washer.  Our records indicate that same day (1/16/17) Mr. [redacted] initiated his exchange.  He elected a [redacted] high-efficiency front load washer with a new 48-month Repair Service Agreement, a [redacted] electric dryer with a 48-month Repair Service Agreement, (2) [redacted] pedestals, a [redacted] soundbar, a [redacted] subwoofer, and a [redacted] 55” 4K UHD Curved LED TV with a 49-montn Repair Service Agreement w/ACCIDENTAL DAMAGE.  Mr. [redacted] was not charged an additional $920.10 because it was previously financed on his original invoice in 2013.  However, Mr. [redacted] was charged an additional $5,298.68 for the difference in price of the washer and the additional items he purchased.  We show Mr. [redacted]’s items were received on in good order on 1/17/17. If we may be of further assistance, Mr. [redacted] may contact our Customer Service Department at 1-877-358-1252.  Kind regards, Jana A[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.]
As long as the account will be closed because of wrong information im ok with that thanks so much
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.

[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].I agree that I only made 1 service call.  My issue is that after the call I received on 6-6-16 that parts had been approved and shipped no one could tell me when they would arrive.  I continued to call and still no one could answer my question.  I even filed a complaint with Conn's Customer Service Department and STILL NO ONE CALLED ME BACK!We were NOT told by the technician that we should not use the chair.  The technician implied that the chair would be fixed the next week.All I wanted was an answer as to when the parts would arrive and no one could give me that answer.It's a shame that I had to file this complaint to get that answer.  I should not have to do a retailers Job!  We paid a lot of money for this chair and also for the extended warranty.  A company should be more organized.I'll bet that the parts were not ordered until they received this complaint!I'm attaching pictures of the chair that I took on 6-15-16 when it broke completely and of the bottom that I took on 6-17-16.

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 was not aware of his exchange approval on his dishwasher; and 2.        we are unable to exchange his dishwasher. Our investigation reveals that:               1.        On 6/2/16 we made Mr. [redacted] aware of the approval to exchange his dishwasher. 2.        Mr. [redacted]’s dishwasher is no longer covered by warranty, and we were are unable to reinstate his exchange approval   Our records show on 10/11/14, Mr. [redacted] purchased a Samsung dishwasher with a 24-month Repair Service Agreement which expired on 10/12/16.  Mr. [redacted]’s dishwasher was delivered on 10/12/14 as requested.    Mr. [redacted] was provided a copy of Conn’s Return & Exchange Policy at the time of purchase.  Our Return & Exchange Policy states: A customer has 30-days from the date the item is received to return or exchange (appliances and electronics) with a 15% restocking fee.  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. We researched Mr. [redacted]’s complaint and found that he contacted us on 5/25/16 stating his dishwasher would not dispense water.  A service call was scheduled, and during the inspection, the technician deemed Mr. [redacted]’s dishwasher non-repairable.  An exchange request was submitted and approved according to the terms and conditions of the Repair Service Agreement. On 6/02/16, we attempted to contact Mr. [redacted] regarding his exchange approval but we were unsuccessful in our attempt.  A voicemail was left for Mr. [redacted] to return our call.  We show Mr. [redacted] returned our call the same day and was advised of the approval to exchange his dishwasher.  Mr. [redacted] was instructed to visit his local Conn’s to initiate his exchange but did not go to the store until after his warranty coverage had expired.  Mr. [redacted] contacted us on 12/20/16; regarding the exchange, and we agreed to extend the approval on 12/21/16; however, he still did not initiate his exchange.   Mr. [redacted] has been contacted and we have agreed to reinstate the exchange approval as a gesture of goodwill.   Mr. [redacted] will be in his nearest Conn’s HomePlus to reselect. Conn’s values Mr. [redacted] as a customer and appreciates him for bringing his concerns to our attention. Sincerely, Conn’s Inc.

Thank you for
the opportunity to respond to Mr. [redacted]’ concerns regarding account
[redacted].  Mr, [redacted] stated he would
like his two accounts separated, an explanation of charges and the negative
credit marks removed from his credit report. 
 
According to
our...

records, Mr. [redacted] signed a 32-month retail installment contract on
September 1, 2015 which created account [redacted].  That contract included the remaining balance
of account [redacted]. Due to the remaining balance on account [redacted] being $2248.00
the account had to be combined with account [redacted] in order to qualify for
credit. 
 
Mr. [redacted]
agreed to have the minimum monthly payment of $186.36 due on the 1st
of each month. The first payment was due on October 1, 2015. We have attached a
copy of Mr. [redacted]’ payment history for his records. 
 
We are unable
to remove the negative credit marks assessed on the account due to payments not
being made timely as Mr. [redacted] has opted not to make payments on the 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]’ concerns regarding accounts [redacted] and [redacted].  Mr. [redacted] stated he was supposed to have free delivery on his purchases and he would like the property insurance removed from his accounts.    According to our records, Mr....

[redacted] signed a 36-month promissory note and security agreement on November 2, 2016. This agreement created account [redacted] and included a promotional offer of 12-months no-interest financing (“cash-option”).  Mr. [redacted]’ account did not qualify for free delivery; however, as a gesture of goodwill, we have waived the delivery fee on account [redacted].    Additionally, Mr. [redacted] initiated an exchange on November 18, 2016.  This exchange closed account [redacted] and opened account [redacted].  Due to his being an exchange, Mr. [redacted] was not charged a delivery fee on account [redacted]; therefore, we are unable to honor his request for a $150.00 credit.   Mr. [redacted] also stated he is being charged property insurance on both of his accounts.  Due to this being a secured promissory note and security agreeemnt, the merchandise must be insurance 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 as long as the declaration pages shows coverage from the date of purchase to the present date. Mr. [redacted] signed the General information page and the Freedom to choose page regarding the insurance. Mr. [redacted] may fax a copy of his homeowners’ or renter’s insurance declaration page to our insurance department at 855-593-5465.  We ask that he notate her Conn’s account number on the fax for faster processing.    Conn’s values Mr. [redacted] as a customer and appreciates him for bringing his concerns to our attention.    Thank you, Cheryle [redacted]

Thank you again for the opportunity to respond to [redacted]. [redacted]'s concerns regarding a refund.  [redacted]. [redacted] has provided the additional information needed.As a one time goodwill gesture, we are in the process of refunding the payment of $[redacted].50 authorized by [redacted]. [redacted] on [redacted].  Please allow 7-10 business days to process the request.  Thank you,[redacted]

Thank you for the opportunity to respond to Mr. [redacted]’s concerns regarding account [redacted]  Mr. [redacted] stated his account should be paid in full but it remains open.    According to our records, Mr. [redacted] signed a 32-month retail installment contract on November 24,...

2013.  That contract included our 12-month no-interest financing promotion (“cash-option”).  The “cash-option” amount was $4103.53.  Per the terms of the signed “cash-option” agreement, the “cash-option is void if  the minimum monthly payment is not paid within 10 days of the scheduled due date or the unpaid portion of the “cash-option” is not paid within 10 days of the “cash-option” expiration date. Mr. [redacted] submitted a request to cancel the property insurance on his account on June 24, 2014 we complied with that request. This brought the “Cash-option” amount to $39.29.41.  Credits in the amounts of $79.99 and $50.00 were applied to Mr. [redacted]’s account for the delivery fee.  This brought the “cash-option” amount to $3799.42.  Mr. [redacted] paid a total of $2998.82 on the account during the “cash-option” leaving a remaining balance of $800.60 due on or before the “cash-option” expiration date.  We are unable to honor Mr. [redacted]’s request to close the account because the total “cash-option” amount was not paid in full on or before the “cash-option” expiration date     On April 17, 2015 we received a request from Mr. [redacted] to cancel the retail service agreements (RSA) he purchased.  Since the request was made after 30 days of purchase, he received a pro-rated refund based on the time expired from the original date of purchase, less the cancellation fee and less the cost of any claims paid prior to the cancelation request.  A credit of $339.26 was applied to the account for the RSA’s on April 21, 2015.  We have attached copies of Mr. [redacted]’s signed retail installment contract, signed “cash-option” acknowledgement page and payment history for his records.    Conn’s is obligated to report factual information to the credit bureaus and we are unable to remove the negative credit marks or the charge-off status assessed on the account due to payments not being made timely.    Conn’s appreciates Mr. [redacted] for bringing his concerns to our attention.   Thank you, Cheryle [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.  
I have reviewed Conn's response and am not satisfied with it.  At this time I will accept it pending further instructions from my attorney.

Thank you for the opportunity to respond to Mrs. [redacted] complaint.
Our records show on 9/12/14, Mr. [redacted] purchased a Frigidaire French door
refrigerator with a 36-month Repair Service Agreement Plan. Mr. [redacted]
refrigerator was scheduled for delivery on 9/13/14 and received in good...

order.
 
We received Mrs. [redacted]’s complaint and found she contacted our
service department on 10/02/14, stating the refrigerator was not cooling.
Conn’s attempted to locate a service provider in Mrs. [redacted] area however; we
were unsuccessful locating a provider who was able to complete in home service
therefore, a request for an exchange was submitted. On 10/10/14, Conn’s agreed
to issue an exchange on the refrigerator. Our records show on 10/16/14, Mrs.
[redacted] was scheduled and received her new refrigerator in good order. Mrs.
[redacted] was also approved for $150.00 for her food loss claim. We sincerely
apologize for any inconvenience Mr. and Mrs. [redacted] experienced as a result of
the delay.
 
   
If we may be of further assistance, Mrs. [redacted] may contact us directly
at [redacted]

Thank you for the opportunity to respond to [redacted] additional comments.  After reviewing [redacted] service history and escalating her issue with upper management; Conn’s has agreed to honor her request and exchange her [redacted] 70” TV.  We attempted to contact [redacted] on 5/11/15 to discuss her concerns, but we were unsuccessful in our attempt.  [redacted] has been issued a credit up to the original amount paid which was $2,799.99 to re-select a new TV because the original model is no longer available.  [redacted] may visit her nearest Conn’s location to initiate the exchange.  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 Department at [redacted].     Kind regards,  Jana A[redacted]









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Thank you for the opportunity to respond to Mr. [redacted] complaint. Our records show on 10/31/15, Mr. [redacted] purchased a “sold as is” clearance 65” ** Smart TV and elected to purchase a 25-month Repair Service Agreement. We researched Mr. [redacted] service history and found...

on 11/5/15 he was approved for an exchange on his television due to a 72 hour failure however; he declined the exchange and requested to continue with service. Our records show the technician ordered a new main board which was installed on 12/2/15 but additional parts were needed for repair. The new parts arrived on 12/8/15 but the technician reported he was unable to contact Mr. [redacted] to scheduled repair date. A new ticket was created on 12/13/16 to continue with repair needs and the new parts were received on 12/23/15. Mr. [redacted] service order was again canceled due to no response when attempting to schedule installation date. Our records show Mr. [redacted] did not contact service again until 6/5/16 stating the television has lines on the screen. A new panel was ordered through the manufacturer twice but both times the technician received the incorrect parts to complete the repairs. The technician was able to verify that the model number listed on file was not the same model Mr. [redacted] received. Mr. [redacted] was again advised that we could issue an exchange due to the repair delay however; he declined the exchange and requested to continue with repairs. We received the correct model and serial number from the technician to order the parts through the manufacturer. However; it has been determined that the television is uneconomical to repair as the repair cost for the product exceeds the cost to replace the unit. Therefore Mr. [redacted] has been approved for an exchange to re-select a new unit for up to $600 which is the original amount paid. If we may be of further assistance, Mr. [redacted] may contact us at 1-866-765-1513 Kind regards, Dyeisha [redacted]

Thank you again for the opportunity to respond to Mr. [redacted]'s concerns regarding his account.  We were unable to validate the payment confirmation numbers provided by Mr. [redacted].  We also conferenced Mrs. [redacted] and the financial institution to confirm the payments.  The financial institution was unable to locate the transactions in question and could not confirm that they cleared the account.  We would be happy to research this matter further; however, we will need the financial institution to forward bank statements confirming the payments in order to proceed.  Again, we value Mr. [redacted] as a customer and appreciate him for bringing his concerns to our attention.    Thank you, Cheryle [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint.  
I feel like I don't have any choice in being satisfied with the situation since the furniture was delivered. The furniture is very poor quality. I have had the items for a few weeks and the furniture is cracking on the bunk bed. The "formica" on the table is starting to come off. I am extremely upset that I will be paying $3000 for this JUNK!!! I do not accept the apology that the company has sent. I have asked for the items to be taken back and they told me I would have to pay fees for picking the items up and restocking the items. Its beyond ridiculous
Regards,

Thank you for the opportunity to respond to [redacted] concerns regarding telephone calls he has received.  [redacted] stated he does not have an account with us; however, we have been calling him.We have found that [redacted] telephone number was linked to an account in error.  We...

have placed a cease and desist on the telephone number provided by [redacted].  We ask that [redacted] please allow up to 24 hours for his telephone number to be removed from our system.  If [redacted] receives any additional calls after the 24 hours, we ask that he contact us directly so we may further assist him.We value [redacted] and sincerely apologize for any inconvenience he has experienced due to this matter. Thank you, [redacted]