Conn's Home Plus

Thank you for the opportunity to respond to Mr. [redacted] concerns regarding collection calls.  Mr. [redacted] stated he has been receiving collection calls since June 10, 2015.We were unable to locate telephone number [redacted] provided by Mr. [redacted] in our system.  We have attempted...

to contact Mr. [redacted] to see if he would like to provide an additional telephone number for further inquiry; however, we were unsuccessful.  If Mr. [redacted] would like to provide any additional telephone numbers, we will be glad to investigate further.   Thank you, [redacted]

Thank you for the additional opportunity to respond to Mr. [redacted]’s concerns regarding his account.  Mr. [redacted] received one check for returning his Repair Service Agreement.  The other check that was sent to Mr. [redacted] was for an insurance reimbursement.  These checks came from two different departments; therefore, he would not have been notified, because they came from two separate requests.  Additionally, the insurance check was mailed to the address Conn’s had on file for Mr. [redacted].  He did not provide the updated address until he called to check the status of the insurance refund.  Again, if Mr. [redacted] has not received his refund check, we ask that he contact us so we may track the check.   Thank you, Cheryle [redacted]

Thank you for
the opportunity to respond to Ms. [redacted]’s concerns regarding account [redacted]9732
and [redacted]9733.  Ms. [redacted] stated she has
automatic payments scheduled on her two Conn’s accounts.  On Sunday September 20, 2015 a payment was
processed for each account and on September 21,...

2015 a second payment was
processed on each account in error. 
According to
our records, a payment was processed on each of Ms. [redacted]’s accounts on
September 20, 2015.  Additionally, a
second payment was processed on each account on September 21, 2015.  On September 24, 2015 one payment was
credited to each of Ms. [redacted]’s accounts due to the error.  We ask that Ms. [redacted] please allow 3-5
business days for the credit to process. 
We have
attached a copy of Ms. [redacted]’s payment confirmations for each account as well
as the payment credit confirmation for each account. 
We value Ms.
[redacted] as a customer and sincerely apologize for any inconvenience she may have
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.  
I sent pictures of my refrigerator 3 x's to Jana's Manager's phone per request as I had to prove myself worth.  I was advised Jana's Manager would review the photo's and determine whether or not I get my missing door shelf's and missing Deli drawer which was included in the refrigerator we looked at Conn's and purchased and is also present in the refrigerator's own provided manual. I have included n a provided attachment of the refrigerator we purchased from Conn's. Conn's Manager Kathryn did ship the missing shelf but advised me their was no deli drawer for the refrigerator we purchased even though we purchased one on display having a deli drawer and the manual shows our model with a deli drawer in the main compartment. After an extremely long waiting period and many of my own personal hours working for many months to get what was due to us, Jana and Manager Kathryn of Conn's as a gesture of good will provided us with door shelf's so we can now use our refrigerator door more efficiently. We still have a huge empty space in our main portion of refrigerator we can not put to use, as they refuse to provide us with what should have come with any refrigerator (Deli drawer/Shelf). We are required to purchase the drawer if we need it. Looking through the paperwork we also discovered we are also being charged interest when the original program we were approved for was 12 months interest free financing. More surprises!  Our days doing business with Conn's is over. I will worn everyone I know of their poor customer service and poor treatment and dishonesty toward those who keep them in business. I plan to pay this debt off asap as to prevent more loses in the way of extremely high interest charges from Conn's.
Regards,[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.]
Regards,
when they took the money they overdrew my account in the amount of 37.00 dollars which I feel they still owe me. I did get the one hundred and seven dollars and twenty three cents on 10/02/2015. They say they don't owe me the thirty seven dollars I say they do [redacted]

Thank you for the opportunity to respond to Mrs. [redacted] complaint. Our records show on 6/27/16, Mrs. [redacted] purchased a Hewlett Packard Envy Touchsmart notebook and elected to purchase a 37-month Repair Service Agreement Plan. We researched Mrs. [redacted] complaint and found she brought...

her notebook into service 7/23/16 stating the unit would not turn on. Mrs. [redacted] notebook sent to the service center on 7/25/16; during the inspection the technician found a part was needed for repair. Upon installing the part, the technician found another issue with the motherboard and had to order additional parts to complete repairs. Due to the time-frame the parts would become available, Conn’s agreed to issue an even exchange on the unit. Mrs. [redacted] was contacted and made aware that she may return to Conn’s to initiate the approved exchange. Our records show on 8/11/16, Mrs. [redacted] processed her exchange and signed acknowledging she received her new unit in good order. We sincerely apologize for any inconvenience Mrs. [redacted] experienced as a result of the delay. If we may be of further assistance, Mrs. [redacted] may contact us at [redacted] Kind regards, Dyeisha [redacted]

Thank you for the opportunity to respond to Mrs. [redacted] complaint. Our records show on6/7/15, Mrs. [redacted] purchased a [redacted] side-by-side refrigerator and elected to purchase a 48-month Repair Service Agreement Plan.   We researched Mrs. [redacted] complaint and found she contacted...

our service department on9/14/16stating her refrigerator is leaking from the bottom and the ice maker is not working. A service appointment was scheduled for9/19/16; during the inspection the technician found parts were needed for repair. Once the parts became available the technician returned to Mrs. [redacted] residence on9/27/16and installed a new run capacitor and starter to complete repairs. We show Mrs. [redacted] contacted service again on10/1/16stating the unit it not cooling and ice maker still not working. A service appointment was scheduled for10/3/16; during the inspection the technician found a new part was needed. However; due to the delay Mrs. [redacted] refrigerator was approved for an exchange for up to $999.97 which is the original amount paid. Our records show Mrs. [redacted] re-selected a ** side-by-side refrigerator for $1299.99 which is scheduled for delivery on10/21/16. We also verified that Mrs. [redacted] food loss claim was received and approved for $132.00 based on the information she submitted.   We sincerely apologize for any inconvenience Mrs. [redacted] experienced during this process.    If we may be of further assistance, Mrs. [redacted]  may contact us at1-866-765-1513     Kind regards,   Dyeisha [redacted]

Thank you for
the opportunity to respond to Mrs.[redacted]'s additional concerns. Mrs.[redacted]has been
contacted regarding her concerns and Conn's has agreed to replace her refrigerator
that was purchased with us on 9/8/14. In addition, we have agreed to reinstall
the door handle and gasket on her older refrigerator. The parts have been
ordered; once received Mrs.[redacted]will be
contacted to schedule an appointment to install the part.
 
Kind regards,
 
Kathryn J[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.  The serviceman that came out told us he was new with the company. I explained to him one of the scratches was in fact from my dog. The peeling on the recliner is obviously not dog related. You can tell by looking at it. He said he would turn in the pictures and I could call to let them and explain what the others scratches and peeling is from. I called and explained what they were but they had already closed out the call. I spoke with Rhino, the store manager and he also said that it should be covered. I know that pet scratches are not covered. I would never have called and did a claim if they were pet related. I purchased this expensive set of living room furniture based on the covert for the warranty we purchased. I want the furniture fixed. I got tired of getting the run around from the store manager that I contacted Revdex.com and other sources as well. If the damages to my furniture was pet related I would not have started a claim. I am aggravated with being told its pet damage and it's not. 
[Provide details of why you are not satisfied with this resolution.]
Regards,

Thank
you for the opportunity to respond to Mr. [redacted]’s complaint.  Our records
show on 11/17/14, Mr. [redacted] purchased a
[redacted] high efficiency washer and dryer with a (48-month Repair Service
Agreement).  Mr. [redacted]’s signed invoice indicates at the time of purchase
he acknowledged...

he was provided a copy of the Repair Service Agreement brochure
and that he understood the coverage associated with the product(s).  Mr.
[redacted] elected to have his washer and dryer delivered; prior to completing Mr.
[redacted]’s delivery he requested to have his old washer and dryer relocated to a
different area in his home.  Mr. [redacted]’s delivery was completed on 11/19/14.We
researched Mr. [redacted]’s complaint and did not find where he has made any attempts
to contact us regarding the alleged damages to his previously owned washer
prior to receiving his complaint. Therefore, we are unable to honor Mr. [redacted]’s
request to fix his previously owned washer; we cannotdetermine
when the reported damages may have occurred since it was not brought to our
attention at the time of delivery.If
we may be of further assistance, Mr. [redacted] may contact our Customer Service
Department at [redacted].Kind
regards,
Jana A[redacted]

Thank you for the opportunity to respond to [redacted] concerns regarding his
credit application.   
Upon further review, we understand that [redacted]  received a "pre-approval"
offer.  As explained in our previous reply, many factors are reviewed before an
offer of credit is decisioned as approved or denied.   
It appears at the time of [redacted] credit application, we did not
receive his "pre-approval" status and apologize for that inconvenience.   
In order to fully decision his request, we ask that [redacted] contact his local
store to assist us in gathering more details. 
We value [redacted] as a customer and sincerely apologize for any inconvenience
he has experienced due to this matter.   Thank you, [redacted]

Thank you for the opportunity to respond to Mr. [redacted]’s complaint. We researched Mr. [redacted]’s complaint and found that his issue is being addressed directly with the service manager. Conn’s has agreed to order a new bottom door from the manufacturer due to the damages Once we received the...

parts, Mr. [redacted] will be contacted to schedule a date of installation. We appreciate Mr. [redacted] for bringing this matter to our attention and we sincerely apologize for any inconvenience experienced during this process. If we may be of further assistance, Mr. [redacted] may contact us at 1-866-765-1513.  Kind regards, Dyeisha W[redacted]

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.  
The exchange was made on 7/20/15 and as of today (7/21/15) is working.  However,  I still believe that having to take my complaint to the Revdex.com to get action says a lot about the type of company they are and the type of customer service they provide.  Thank you Revdex.com for helping to get my situation with Conn's Home Plus taken care of.  If it hadn't been for your help I truly believe that I would still be at battle with this company.

Thank you for the opportunity to respond to Mr. [redacted]’s additional comments. As previously stated Mr. [redacted]’s contacted us on11/03/15 and11/13/15 regarding one of his of the [redacted] phones requesting service. During the conversation on 11/3/15 Mr. [redacted] informed the Conn’s representative the phone was damaged; Mr. [redacted] was informed no accidental coverage was purchased through Conn’s to cover the physical damage and manufacturer warranty does not cover physical damages.Mr. [redacted] contacted us again on 11/13/15, requesting service stating it was the motherboard. Mr. [redacted] was informed that he would need to contact the manufacture regarding service needs under the terms of their warranty agreement. Mr. [redacted] was provided the number to [redacted] (800-726-7864) to contact them regarding any repair needed under the terms of their warranty agreement.   We have included a copy of Mr. [redacted]’s original invoice showing additional warranty coverage was not purchased.   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 am DONE arguing about this, as I said in my previous responses, clearly Conn's refuses to do the right thing in this matter, and refused to do the right thing from the start.  They can try to hide behind their policies and continue to ignore the other details, facts, and such that were mishandled from the beginning and continue to try to make it seem like I am not making a justified complaint. I extended the opportunity through the Revdex.com for Conns to have mad with right as the mistakes that were made at the start of this purchase and continued when,  in good faith,  contacted them about the problem with full expectation that it would have been handled properly. I will continue to pursue legal and other remedies available to me, and I definitely do have the documentation and other evidence that I need to support my position. Conns was given the chance to make it right here and they refuse and their responses continue to demonstrate they feel they have no accountability or other responsibility to do right by their customers. I have received this message loud and clear. This complaint can be closed but it sshouldnot, under ANY circumstances, be considered or marked as having been satisfactorily resolved and I would. Like to further have it noted here that not once has conns extended am apology for the rudeness I have dealt with especially at the start of this nightmare experience, nor has this company done anything to attempt to make this right. The only thing they have done is insist they are totally innocent and hide behind a policy which I had not been rightfully informed of and then attempt to make it look as if I have been unreasonable or trying to get something over on them. I simply and still only want the product I contracted to buy... And the TV I received from them was broken... It is sheer nonsense they feel I should be okay with having gotten a TV broken and that they think I should be happy with that had to be repaired straight out of the box. It is just shame full and I am done trying to get them to do the right thing. I will pursue other remedies as mentioned to protect my rights as a consumer. And make sure everyone knows the company looks to protect its own backside instead of doing the right thing by its customers. 
Regards,

Thank you for the opportunity to respond to Mrs. [redacted] complaint.  Our records show on 7/27/16, Mrs. [redacted] purchased a [redacted] 55” 4K UHD Curved LED TV that came with a limited 1-year manufacturer’s warranty; No additional RSA coverage was purchased through Conn’s.  Mrs. [redacted]...

elected to pickup her TV from our El Paso, TX location #176.  Mrs. [redacted] signed her invoice acknowledging her TV was received in good order and that she inspected her merchandise for damages for an exchange or price concession would not be authorized for damages discovered after the product leaves the store or warehouse.  We show Mrs. [redacted] contacted us on 7/28/16 a day after receiving her TV; stating when she plugged the TV in she noticed the TV was cracked.  Mrs. [redacted] was advised that she signed acknowledging her TV was received in good order and that once the product leaves the store or warehouse it is unable to determine when or how the damages could have occurred.  Mrs. [redacted] was advised that we would not be able to honor her request for an exchange; Mrs. [redacted] did not purchase any additional RSA coverage to review other options. If we may be of further assistance, Mrs. [redacted] may contact our Customer Service Department at 1-877-358-1252. Kind regards, Jana [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 have tried calling this business to move forward with getting TV Swapped out and no one knows what I am talking about and no one knows the rep who posted this resolution.I want conns to do 3 things to happen.1. Conns to come and swap TV with no more jumping through hoops2. Reset the financing 3. Apologize Thank you kindly Please respond with a time to exchange the TV I will be there [redacted] 
Regards,

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint. Our records show on6/4/16, Mrs. [redacted] purchased a [redacted] Convertible Notebook and elected to purchase a 37-month Repair Maintenance Agreement Plan.   We reviewed Mrs. [redacted]’s complaint and found she contacted our...

service department on 6/13/16stating her notebook boots to hard disk failure error. Mrs. [redacted] notebook was sent to Conn’s service center on6/17/16; during the inspection the technician found parts were needed for repair. The parts were ordered through the manufacturer however; there has been a delay receiving the parts to complete the repairs. Therefore; Conn’s has agreed to issue an even exchange on Mrs. [redacted]’s notebook due to the delay. Mrs. [redacted] may visit her nearest Conn’s to initiate the approved exchange.   We sincerely apologize for any inconvenience Mrs. [redacted] experienced as a result of the service delay.   If we may be of further assistance, Mrs. [redacted] may contact us at1-866-765-1513.   Kind regards,   Dyeisha [redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint. After further review of Mrs. [redacted]’s complaint, we confirmed that the stairs were refused at the time of delivery and sent back to the warehouse. There was a delay processing the credit to Mrs. [redacted]’s account due to the invoice...

was completed in error. However; We spoke to Mrs. [redacted] on12/18/16regarding her complaint and informed her that we processed a credit of $256.19 to her [redacted] account. We ask to please allow 3-5 business days for the credit to reflect on the account.   We sincerely apologize for any inconvenience Mrs. [redacted] experienced as a result of the delay.   If we may be of further assistance, Mrs. [redacted] may contact us at1-866-765-1513.     Kind regards,   Dyeisha W[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] find that this resolution would be satisfactory to me.