Conn's Home Plus

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
Sent: Monday, December 28, 2015 4:48 PM Subject: Complaint #[redacted] Conn's Appliance 'Conn's'...what a fitting name. As the holidays and traveling have taken much of my time, I have not been able to reply to the response from Conn's Appliances. First thing to note is that Conn's said my husband signed a contract. The copy we have is not signed by him. So I am of the belief that IF he signed something, it was something that was different than what we have in our file. I also know that the salesperson did not explain line by line what was on the contract. Knowing that, I believe it was intentional in order to generate an interest bearing sale. Their argument does not show they gave us appropriate information. If they would have made it clear that the 24 months interest free offer was for merchandise that would have cost $999 or more, the logical action would be to purchase a much better television set that cost $999 or more rather than buying the $699 set that would end the end cost us a total of $1079. My husband entered the store, told them about the interest free offer they sent to him and that he wanted to purchase a television. Had they explained clearly the $999 small print information, we would have purchased the higher priced television. If we would have been clearly advised of this arrangement, we would have left that store and ordered the same product for the same price from Samsung or even Walmart! It is not like we did not have other options outside of financing with interest!! They did not make this offer, or make it clear, otherwise we would have purchased the higher priced television or go elsewhere to get the same product at the price we intended. As soon as possible, in order to curtail paying any interest, I called their collections center and made a payment for the amount financed. During my conversation with the person taking my call, I told her I felt we had been victims of a bait and switch. I said, "I bet you get a lot of bait and switch calls like this." Her response was a giggle and then, "Yes, ma'am, we do." I believe we have been scammed and I will tell others, beginning on social media. I will tell friends as well as anyone else who says they are shopping for household goods and appliances. Conn's Appliance cannot be trusted.   Sincerely,   Christine [redacted]

Thank you for the opportunity to
respond to Mr. [redacted]’ complaint. Our records show on 5/20/14, Mr. [redacted]
purchased (sold as is) floor model LG French Door refrigerator which was...

sold
at a discounted price of $1450.00 and elected to purchase a 24-month Repair
Service Agreement Plan. Mr. [redacted]’ refrigerator was delivered and signed as
received in good order on 5/31/14; no problems were reported regarding damages
or installation.
We researched Mr. [redacted]’ complaint
we found he contacted our service department on 8/17/15 stating his
refrigerator was not cooling. A service appointment was scheduled for 8/18/15;
during the inspection the technician reported the refrigerator had an internal
freon leak which is non-repairable.  After
reviewing the technician’s findings, Conn’s approved an in-store credit to
re-select any item for up to $1450.00 under the Terms and Conditions of the
Repair Service Agreement Plan.  Based on
the information Mr. [redacted] provided in his complaint we have agreed to send
another technician to inspection his refrigerator for possible repairs. Mr.
[redacted]’ has been contacted and a service appointment is scheduled for 9/11/15.
If we may be of further assistance, Mr.
[redacted] may contact Customer Service at [redacted].
Kind regards,
Kathryn J[redacted]
Customer Relations

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]’ 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]

[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.

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.

[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.

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]’ 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]’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]

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]

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] complaint. Our records show on 6/22/15, [redacted] purchased a [redacted] and [redacted] Queen box spring that comes with a limited manufacturer’s warranty. [redacted] mattress and box spring was delivered and received in...

good order on 6/24/15.We reviewed [redacted] complaint and found he contacted our Customer Service department on 7/16/14 stating he wanted to return his mattress because he was having back pains. [redacted] was informed that although Conn’s has a No Return or Exchange Policy on furniture/mattresses; his mattress does qualify for an exchange under the manufacturer’s 120-day Comfort In-Home Trial. [redacted] was educated as part of the trial offer, the mattress must be in the customer’s home for 30 nights to adjust to the comfort level. As listed on [redacted] 120-day In-Home Trial which can be found on the manufacturer’s and Conn’s website: This trial program is offered exclusively by [redacted] to their retail partners, allowing you to experience your new [redacted] in your home for up to 120 days - and still exchange or return it if you are not completely satisfied*. Once your [redacted] is delivered and set up in your home, sleep on it for a minimum of 30 nights to adjust to a new level of comfort and support. If you are not completely satisfied after the first 30 nights, contact your [redacted] retailer to discuss your options.[redacted] has been informed that he may return or exchange his mattress anytime after 7/24/15 while still under the 120-day trial offer but the box spring is excluded and does not qualify.Although we are unable to honor [redacted] request; he does have the option to return/exchange his mattress only after 30 nights in his home. We sincerely apologize for any inconvenience [redacted] experienced during this process.If we may be of further assistance, [redacted] may contact our Customer Service department at [redacted]Kind regards, Dyeisha W[redacted]
Customer Relations

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 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 Ms. [redacted]’s concerns regarding account
[redacted]7931.  Ms. [redacted] stated she
authorized a payment in the amount of $75; however, the payment was processed
for $150.00.
According to
our records, Ms. [redacted] authorized a payment in the...

amount of $75.52 to process
on August 14, 2015.  The payment was
processed for $151.00 in error.  As of
September 30, 2015, we have submitted a refund for the amount of $75.48 which
is the difference between what was authorized and what was processed.  We ask that Ms. [redacted] please allow 7-10
business days for processing. 
We value Ms.
[redacted] as a customer and sincerely apologize for any inconvenience she has
experienced due to this matter.  Thank you,Cheryle S[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
[Provide details of why you are not satisfied with this resolution.]
I need someone to call me from corporate office, whomever is responding. My question is not being answered and calling customer service is not going to do the job. I have called and received different responses before.
Regards,

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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[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.