Conn's Home Plus

Thank you for the opportunity to respond to [redacted] concerns regarding accounts [redacted] and [redacted]. [redacted] stated her contract was re-written, but the account did not close.    According to our records, [redacted] signed a 32-month retail installment contract on March 7, 2016. ...

This contract created account [redacted].  On March 26, 2016, [redacted] returned some items from that invoice and signed a replacement retail installment contract.    On April 22, 2016 account [redacted] was closed.  The $70.00 payment [redacted] submitted on April 19, 2016 was applied to account [redacted].  We have attached copies of [redacted] payment histories as verification.    Conn’s values [redacted] as a customer and apologizes for any inconvenience she has experienced due to this matter.     Thank you, Cheryle S[redacted]

Thank you for the
opportunity to respond to [redacted]’s additional comments. Our records
show [redacted] dropped off her TV on [redacted], stating there was a black dot
in the middle of the screen, we found her television was inspected by a Conn’s
technician on [redacted]. Upon inspection the technician found the television’s
panel was cracked which is not covered under the Terms and Conditions of the
manufacturer’s warranty.  Our records do
not show there was a delay assessing her repair needs.  Please note this service call was set-up in [redacted];  [redacted] was the first time [redacted] had contacted
us regarding this TV since that service call was set-up.  As previously stated we are unable to honor
[redacted]’s request for an exchange; [redacted] did not have
accidental coverage on her television to cover the reported damages. As of
[redacted]’s manufacturer’s warranty has expired and she no longer
has coverage.
 Kind regards,
[redacted]
Customer Relations

Thank
you for the opportunity to respond to Mr. [redacted] complaint. Our records show
on 1/17/15, Mr. [redacted] purchased a ** High Efficiency washer and dryer and an ** stacking...

kit.
 
We
received Mr. [redacted] complaint and found there was a sales error regarding the
stacking kit he received. We confirmed with the store manager that Mr. [redacted]
has received the correct stacking kit that is compatible with the washer and
dryer he purchased. We appreciate Mr. [redacted] for bring this matter to our
attention and we sincerely apologize for any inconvenience he experienced
during this process.
 
 
If we may be of further assistance, Mr. [redacted] may contact customer
service at [redacted].
 
 
Kind
regards,
 
Dyeisha
W[redacted]

Thank you for the opportunity to respond to [redacted]
concerns regarding account #[redacted].  [redacted]
stated she was not aware the account was past due because she had not received
any calls or mail regarding the account.  She also
stated she mailed in money orders to pay on...

the account; however, these payments
have not been credited to the account.
 
According to our records, [redacted] signed a [redacted]
retail installment contract on February 14, 2015.  The first
payment was due on the account on March 14, 2014.  A welcome letter was mailed to the verified
address on file on March
5, 2014. 
Another letter was mailed to [redacted] on March 15, 2014
reminding them if the payment was not made timely, they would lose their
no-interest financing promotion.  We began call attempts on March 17,
2014. 
Another letter was mailed to the verified address on
March 18,
2014. 
Call attempts continued each day until May 20, 2014 when we
were able to speak with [redacted].  He stated on the recorded call that he had a
late check and would go into the store to make the payment on May 23,
2014. 
That promise to pay was broken and the payment was
not made. 
Call attempts resumed on May 24, 2014. Another
letter was mailed to the verified address on June 11, 2014 regarding
the past due balance on the account.  Call attempts continued until June 12, 2014, when
[redacted] called our collection department.  Per the
recorded call [redacted] was informed that the account was past due for $74.15.
[redacted] paid the $74.15 and there was no mention of payments made by money
order that she had not received credit for.
 
During the call on June 12, 2014, [redacted] stated she should have two accounts, a dryer and a
refrigerator. 
[redacted] called back in on June 26, 2014 to find
out why the refrigerator was not listed on her account.  . 
Due to an error on our part, the account that had the
refrigerator on it was canceled; therefore, [redacted] has a refrigerator, which
she is not making payments on. 
 
Collection efforts resumed on July 16, 2014 and we
were able to reach [redacted] on July 23, 2014 and he stated he would go in the store that
Friday July 29,
2014 to make a payment.  [redacted] did not make the payment on July 29, 2014 as
promised and collection efforts resumed on July 30,
2014. 
An additional letter was mailed to the verified
address on file on August 27, 2014.  Another letter was mailed on September 14, 2014 and
again on October 9,
2014 as collection efforts continued.  A legal
demand letter was mailed to the verified address on file on November 14, 2014. Then
an email was sent to [redacted] on December 10, 2015 as collection efforts continued. In
addition two emails were sent to the verified email address on file on December 29, 2014 and
again on January 5,
2015.
 
[redacted] called in on January 30, 2015 to
find out the balance on the account. [redacted] stated that a dozen payments have
been made on the account at this time.  [redacted]
stated she watched her husband make a dozen payments on the account.  [redacted]
asked to speak with a manager during this recorded call. [redacted] stated that
she would find her receipts.  The manager attempted to let her know that
we could credit the account if she could locate the receipts.  [redacted]
disconnected the call before the manager could communicate that to her. On January 31, 2015, we
mailed [redacted] and [redacted] a copy of their payment history to the verified address
on file. Additional emails were sent on February 1, 2015 and
another legal demand letter was mailed on February 3,
2015.
 
According to the recorded calls on February 9, 2015, [redacted] stated she received a delinquent letter in the mail and she would like to
speak with someone about the account.  [redacted]
then stated she personally sent in $150.00 payments for 3 or 4 months and her
husband sent in 3 or 4 payments of $50.00 each.  [redacted]
then stated she knew she was behind but was not sure how much.  The agent
asked if she could send in bank statements to prove the payments were
made.  [redacted] stated she would look for the bank statements. We attempted to
call [redacted] again on February 10, 2015 and on February 11, 2015;
however, [redacted] stated she is not paying on the account and disconnected the
calls.
 
When we spoke with [redacted] on February 12, 2015, she
stated she made several payments by money order and she does not have the
receipts. 
[redacted] also stated she called each time she made
the payment to make sure it posted to the account; however, all of our calls are
logged and recorded and we do not have verification of those calls.
 
Collection efforts have continued to attempt to collect
the past due balance of $458.61.  We have attached a copy of [redacted]’s
payment history for his records.  If **. and [redacted] still believe their
balance is incorrect, they will need to fax in proof of the payments they are
stating they have made on the account. 
 
We value [redacted] and [redacted] as customers and appreciate
them bringing their concerns to our attention.  Thank you,[redacted]

Thank you for the opportunity to respond to [redacted]
concerns regarding account #[redacted].  [redacted] stated he was told he would have 12-months same as cash on his
purchase.
 
According to our records [redacted] signed a 32-month
retail installment contract on [redacted] 2,...

2014.  His purchase did qualify for the 12-months
no-interest financing promotion; however, it was not added to his
contract.
 
We have submitted the request to add the 12-months
no-interest financing promotion to [redacted] contract.  Please allow
7-10 business days for the process to be complete.
 
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 Mrs. [redacted]’s additional comments.  As of August 31, 2016, Mrs. [redacted] has received the additional slats offer.    If we may be of further assistance, Mrs. [redacted] may contact us at 1-866-765-1513. Kind regards, Dyeisha W[redacted]

Thank you for
the opportunity to respond to Mrs. [redacted]’s concerns regarding account
#[redacted].  Mrs. [redacted] stated she
provided proof of home owner’s insurance, but she has not received credit for
the property insurance on her account.
According to
our records, Mrs....

[redacted] received an insurance credit in the amount of
$402.76 on March 12, 2015.  We have attached
a copy of Mrs. [redacted]’s loan ledger as proof of the credit.
We value Mrs. [redacted] as a customer and
appreciate her bringing her concerns to our attention.Thank you,Cheryle S[redacted]

Thank you for the opportunity to respond to Mr. [redacted] complaint. Our records show on 5/6/16, Mr. [redacted] purchased a “sold as is” clearance model ** Black Top Mount refrigerator and elected to purchase a 24-month Repair Service Agreement Plan. Mr. [redacted] elected to pickup his...

refrigerator and signed acknowledging the item was received in good order. We reviewed Mr. [redacted] complaint and found he contacted our service department on 5/10/16 stating when he close the bottom door on the refrigerator, the top door opens. A service appointment was scheduled for5/11/16; during the inspection the technician found the refrigerator did not have any damper adjustments but was able to adjust the front feet down to lean back the refrigerator in order to help the unit self close; no parts were required. We show Mr. [redacted] contacted our service department again on 5/27/16regarding the same issue. A different service technician was scheduled for5/19/16 and found the unit was functioning up the manufacturer’s specification; no problems were found. We confirmed with the store manager that Mr. [redacted] dropped off his refrigerator at our Conn’s located in Harlingen, TX without authorization and abandoned the unit. Mr. [redacted] has been reminded that his refrigerator was purchased as a “sold as is” clearance model and all sales is final. At this time we are unable to honor Mr. [redacted] request, Conn’s has a No Return or Exchange on clearance items. We verified that Mr. [redacted] refrigerator is still at the location where the unit was abandoned. Mr. [redacted] will need to pick up his refrigerator before it is disposed. 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 Mr. [redacted] concerns regarding account [redacted].  Mr. [redacted] stated he is being charged double interest on his account when it was supposed to be interest free.   According to our records, Mr. [redacted] signed a 32-month retail installment...

contract on August 27, 2015.  That contract included our 12-month no-interest financing promotion (“cash-option”).  Mr. [redacted] agreed to have the minimum monthly payment due on the 6th of each month.  On October 3, 2015, Mr. [redacted] requested to have his due date changed to the 15th of each month.  That request was completed.  On May 19, 2016, Mr. [redacted] requested his due date be changed to the 18th of each month.  As a gesture of goodwill, the second request to change Mr. [redacted] due date was processed.   Per the terms of the “cash-option,” the “cash-option” is void if the minimum monthly payment is not paid within 10 days of each month’s due date or the unpaid portion of the total cash-option price is not paid within 10 days of the expiration date. Mr. [redacted] ‘cash-option” was void due to payments not being made timely on the account.  We have included a copy of Mr. [redacted] signed “cash-option acknowledgment page and payment history for his records.    Conn’s respectfully disagrees that Mr. [redacted] is being charged double the interest 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 additional
comments.  Our records show on 3/03/15Mr.
[redacted]’s information was submitted to the manufacturer for a repair review for
a possible exchange; however the manufacturer rejected the request and advised
the dishwasher did not meet the qualifications for an exchange under the terms
and conditions of the manufacturer warranty at that time and to proceed with service.  The requested latch and latch connector was
ordered and was installed on 3/25/15 successfully.   We attempted to contact Mr. [redacted] on 3/30/15
to confirm the dishwasher was still working properly but we were unable to reach
him at this time. If Mr. [redacted] has any questions regarding the manufacturer’s
warranty coverage he would need to contact ** directly at [redacted].
If we may be of further assistance, Mr. [redacted] may contact our
Customer Service Department at [redacted].
King regards,
Kathryn J[redacted]

Thank you for the opportunity to respond to Mrs. [redacted] complaint. After further researching Mrs. [redacted] complaint we found there was a sales error regarding the dryer she received. We confirmed with the store manager that Mrs. [redacted] dropped both the washer and dryer at the store location...

in good order. Due to the error, Conn’s has agreed to return both units and process the credit to her account. Our records show as of 8/18/16, a credit of $1223.17 (both units and warranty) has been applied to Mrs. [redacted] account We appreciate Mrs. [redacted] for bringing this matter to our attention and we sincerely apologize for any inconvenience she experienced during this process. If we may be of further assistance, Mrs. [redacted] may contact us at 1-866-765-1513 Kind regards, Dyeisha [redacted]Customer Relations

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint.  
If they truly looked at the unit in the store, they would no that the piece is actually 5 pieces, not three.   And the sectional at the store has all 5 pieces connected and the two end pieces still slant to the outside.   Please see the attached picture.  Adding the additional piece (s) will not solve the problem.  If they are not willing to exchange our piece for a different piece we will have no other option than to hire an attorney.  All we want is a sofa we can sit on.  
Regards,
  [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.  
 The heater on unit is working,  I did not use the A/C yet due of cold weather.

Thank you for the opportunity to respond to Ms. [redacted]’s complaint.  Our records indicate that on 3/18/17Ms. [redacted] purchased [redacted] Furniture, [redacted] Table, and six [redacted] Grey Chairs each included a one year limited manufacturer’s warranty. Ms. [redacted]’s signed...

invoice acknowledges that she received a copy of the Return and Exchange policy.  Our Return and Exchange Policy states: No returns or exchanges on furniture.  If your product fails while under manufacturer’s warranty or Conn’s FurnitureGard Service Plan, Conn's Factory Authorized Service will repair your product according to these warranties.  On 3/20/17 Ms. [redacted]’s furniture was delivered as promised. After reviewing Ms. [redacted] complaint, we show that upon delivery one of the chairs was unbalanced. On 3/22/17 we went back out to delivery an undamaged chair. Upon delivery Ms. [redacted] informed the delivery team that two other chairs were experiencing issues. Our delivery team has since reached out to Ms. [redacted] to go out to repair the chairs with new hardware.  If we may be of further assistance, Ms. [redacted] may contact our Customer Service Department at1-877-358-1252.  Kind regards, Kristal [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 called the same day and spoke with a gentleman by the name of Warren [redacted] about the refrigerator issue and the set up. He then told me he would call me back and is getting in contact with someone to have this resolved. He never called me back. I had to call back when I realized my rug was not delivered he than put me on hold and told me that his manager by the name of dawn told him she would have to request for the ticket to be opened and in 24 hours I could come get the rug. So 48 hours latter I tried to get the rug and was told it was still not opened and they were still waiting for it to be opened. A WEEK passed by and it was still not opened I called an 800 number to be told they didn't even try to open it yet and they would do it. I told the lady I spoke with I just want it cancelled and I will get a rug somewhere else. Also when speaking with warren about the fridge I asked about the set up and he said he thought it was easy enough to do on our own so we were not offered the set up fee. HE MADE THE CHOICE ON HIS OWN. HE APOLOGIZED FOR THAT AND THAT IS FINE. BUT WHEN YOUR EMPLOYEE TELLS A CUSTOMER THEY NEED TO FILE A COMPLAINT WITH Revdex.com AND [redacted] requesting money back FOR THE WAY THEY WERE TREATED AND PROCEEDS TO SAY HE IS RESIGNING BECAUSE HE IS ASHAMED you should know you did wrong! Needless to say, I did call and report my issues as well as checked for a week about my rug and was told by an EMPLOYEE I was treated worse than anyone they have seen and I need to request my money back. and they were resigning there is a HUGE PROBLEM with how Conns does business.  I can also get my job to pull the recorded phone calls if I need to go that far. I can take this further than just Revdex.com no problem if needed (perks of being family to a news producer) 
Regards,
[redacted]

Thank you for the opportunity to respond to Mr. [redacted]’s complaint. Our records show on1/15/16, Mrs. [redacted] purchased a “floor model” [redacted] refrigerator and elected to purchase a 24-month RSA Plan.We attempted to contact Mr. [redacted] on4/21/16to discuss his concerns but were...

unsuccessful in our attempt. We researched Mr. [redacted]’s complaint and found a credit of $142.03 was posted to Mrs. [redacted]’s account on1/28/16due to damages found on the refrigerator at the time of delivery. Although we are unable to verify that Mr. [redacted] was offered a concession for delivery charge, Conn’s has agreed to issue a credit of $99.98 ($79.99 for delivery fee and $19.99 for water hose) as a gesture of goodwill. We ask to please allow 7-14 business days for the credit to post to Mrs. [redacted]’s account. We sincerely apologize for any inconvenience Mr. and Mrs. [redacted] experienced during this process.If we may be of further assistance, Mr. [redacted] may contact our Customer Service department at1-877-358-1252.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.]
Regards,
 1) nobody ever said I had a 30 day exchange, if that were true we would not be in this situation!   I was told 24 hours from leaving the store was the exchange policy.  I did call the 2nd day of bringing the unit home and spoke with a Store Supervisor, Richard, who told me I can will have to set up a service ticket and they will have to approve the exchange at the store.  I called Service and they told me I would have to pay for the tech to come out, i advised that is not going to happen that I just bought the TV they apologized and stated to have my internet connection checked or upgraded.  I became irrate and they disconnected the call.   This issue has been on going since I brought the TV, I upgraded my internet, wirless router and my modem, still the TV is not working, I have called numerous  with several departments.  Currently another service call is set up for this Sat 8/15/15 due to their Service Tech not showing up and wasitng my time last week.  This company is truly playing games and passing the buck to many different departments and not taking responisbility for their poor customer service discrepencies and ill service.  I have statements from an ex employee who wishes to remain annonoymous that says this store in particular re packages returned items and sells them as new.  I will be speaking to a lawyer if this is not approaitely resolved.  I am the consumer and should not be treated with such disrespect.

Thank you again for the opportunity to respond to Mr. [redacted]'s concerns regarding his account.  The credit for $865.98 has been applied to the account.  The remaining payoff balance on the account is $121.43.  As a onetime offer and a goodwill gesture, we are crediting the account the remaining balance of $121.43 and the account will close.  We ask that Mr. [redacted] please allow 7-10 business days for the credit to apply and the account to close.  Mr. [redacted] will receive a close out letter in the mail within 30 business days of the account closing.We value Mr. [redacted] as a customer and sincerely apologize for any inconvenience he 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.  
I do not accept the Response made by this business to resolve this complaint because I read the promotion letter and it did not list any item in the store as an exclusion from the 10% discount .The Promotion code is listed on both invoices and not honored on the second because of the Price reduction which is unfair trade. I will honor the contract that I have with Conn's but will discontinue to do business with a company that will not honor the advertisement that they send out to the public
Regards,

Thank
you for the opportunity to respond to Mr. [redacted]’s complaint. After further
reviewing his complaint, we found there was an error cancelling his original
contract with...

Conn’s.
 
On
3/6/15, we submitted a request to cancel Mr. [redacted]’s account with Conn’s and
verified no negative credit activities has been reported to the credit bureau.
We will mail Mr. [redacted] a letter once the account has closed for his records; we
ask Mr. [redacted] to please allow 7-10 business days for processing. We sincerely
apologize for any inconvenience Mr. [redacted] experienced as a result of the miscommunication.
 
If we may be of further assistance, Mr. [redacted] may contact customer service at 1-877-358-1252.
 
 
Kind
regards,
 
Dyeisha
W[redacted]