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 don't know how much clearer I can say this, but here goes yet another try!I HAVE AKSED FOR THE PRODUCT TO BE PICKED UP FOR RETURN! I was told that someone would contact me to schedule a pick up, I have yet to receive that call! Someone please come pick this fridge up ASAP! I called several weeks ago! Actually I have been trying to return this fridge since day 1 of delivery! It will not be my problem if y'all do not pick it up by [redacted]. Y'all have been giving several emails and messages to pick it up for return, all of which I have on file saved on my calling records and emails!

Thank you for the opportunity to respond to [redacted]
complaint.  Our records show on11/21/14, [redacted] purchased
a [redacted]...

high efficiency washer and dryer, [redacted] loveseat, and a
[redacted] vacuum.  [redacted] elected to pick up her vacuum from our
[redacted] location and elected to have her washer, dryer, and loveseat
delivered.
 
[redacted] was scheduled for delivery on 11/29/14; however her delivery was not completed due to the products
purchased was on back order.  After researching [redacted] complaint we
found there was a lack of communication regarding her scheduled delivery; [redacted] delivery was postponed because the items were not available and
delivery could not be completed.  [redacted] contacted her sales
representative; during the conversation [redacted] expressed her
dissatisfaction and requested to have her items delivered for the following Sunday.  [redacted] was informed the delivery could not be
completed due to the items still on order; at that time [redacted] requested
to cancel her purchase.
 
[redacted] invoice was cancelled with a 15% restocking fee for
the vacuum she received.  Our records show on 12/03/14 a refund check in the amount of $173.00 was mailed to [redacted].  As a goodwill gesture [redacted] restocking fee of $27.00 will
be refund in 7-10 business days.  We sincerely apologize to [redacted]
for the experience and any inconvenience that was caused due to the lack of
communication.
 
If we may be of further assistance, [redacted] may contact our
Customer Service Department at[redacted].
 
 
Kind regards,
 
 
[redacted]

Revdex.com:
This letter is to inform you that Conns Appliance, Inc. has carried out to my satisfaction the resolution it proposed for my complaint, filed on 8/6/2015 6:02:49 PM and assigned ID [redacted].
Regards,

[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.  
Thank you, once again, Revdex.com! Your the customer's best friend!And, also to Conn's ** for settling this matter.This all could have been avoided, if the [redacted] store, had done what, I was originally directed to do by Conn's [redacted].

Thank you
for the opportunity to respond to Mrs. [redacted]’ complaint. We contacted Mrs.
[redacted] on 6/19/15 and her issue has been addressed. We sincerely apologize for
any inconvenience Mrs. [redacted] experienced during this process. We appreciate
Mrs. [redacted] for bringing this matter to our attention and...

have forwarded her
information to upper management to ensure this does not happen in the future.
 
If
we may be of further assistance, Mrs. [redacted] may contact our Customer Service
department at 1-877-358-1252.Kind regards,Dyeisha W[redacted]

Thank you for the opportunity to respond to Mrs. Low’s additional comments.  As stated Mrs. Low furniture was delivered and received in good order on 1/30/15; no damages were reported at the time of delivery.  Mrs. Low contacted our service department on 1/25/16 regarding her sofa and on 1/28/16 regarding her mattress; stating the sofa was sagging and the mattress was sinking.  A service call was scheduled for 2/04/16; during the inspection the serviceman found the sofa LSF (left side front) arm broken, wood dislodged and broken, he also notated the arm was sitting on the ground and no longer attached to the frame of the sofa.  The serviceman also inspected Mrs. Low’s mattress on 2/06/16 and found the mattress had a body impression of 1 and 1 ¼ inches and stains on the mattress in different areas at the time of the inspection.  The serviceman inspected the box springs and found a quarter inch of contour on the LSF with no measurable contour on the RSF (right side front) and both were still in plastic at the time of the inspection.  On 2/10/16, Mrs. Low was contacted and advised that the reported damages found by the serviceman showed signs of accidental/incidental which were not covered under the Terms and Conditions of the manufacturer’s warranty; no additional Furnituregard coverage was purchased to review other options.  Mrs. Low was informed we were unable to repair or exchange her sofa based on the serviceman’s findings.  Mrs. Low was also made aware that the manufacturer’s warranty did not cover stains or cleaning to the mattress and that the body impression found during her inspection is considered normal with use.  As listed in Sealy Terms and Conditions: a body impression that measures 1 ½ inches or less is consider normal with use.After further review we found Mrs. Low contacted our customer service department via email on 2/23/16 after her service inspection was completed on 2/6/16.  Mrs. Low did not mention in her email that the serviceman damaged her sofa during the inspection and also never mentioned further damaged done to the unit when contacted by a customer relations representative.  Mrs. Low has been advised on several occasions that the reported damages are not covered under the Terms and Conditions of the manufacturer’s warranty.Again, at this time we are unable to honor Mrs. Low’s request; the reported damages to her sofa would not have been covered under the T&C’s of the manufacturer’s warranty during her coverage period. As of 1/30/16; the manufacturer’s warranty has expired and Mrs. Low did not elect to purchase additional coverage with Conn’s to continue repairs.If we may be of further assistance, Mrs. Low may contact Customer Service Department at 1-877-358-1252. Kind regards, Jana Andrews

Thank you for
the opportunity to respond to [redacted]’s concerns regarding account
#[redacted].  [redacted] stated she received a letter in
the mail stating her payoff balance was $1650.25; however, when she called to
schedule the payment the agent stated the payoff was...

$1659.25
 
According to
our records, [redacted] signed a 32-month retail installment contract on
April 18, 2014.  That contract included a
6-month no –interest financing promotion. 
We are in the process of refunding $12.45 back to [redacted].  She should receive the refund check within
10-14 business days.
 
We ask that she contact us directly if she does not
receive the refund check so we may track it for her.
 
We value [redacted] as a customer and sincerely
apologize for any inconvenience she may have experienced due to this matter.Thank you,[redacted]

Thank you for the opportunity to respond to [redacted].
[redacted]’s complaint. Our records show on [redacted] purchased
two [redacted] twin XL mattress, a [redacted] adjustable base and
received a free 32” [redacted] with her qualified purchased. [redacted] products
was...

delivered and received in good order on [redacted].
 After researching [redacted]’s complaint, we
found the second adjustable base was not added to her original invoice/contract.  Due to the error [redacted] was contacted
and informed she would need return to the store in order for the representative
to manually add the second adjustable base on her contract. Our records show on
[redacted] signed a new invoice and contract acknowledging she was
aware of the additional item and price of the adjustable base that was manually
added to her contract; we have no record that [redacted] was offered any
additional compensation towards the purchase. We show [redacted] new
adjustable base was delivered and received in good order on [redacted].
 At this time we are unable to honor [redacted]’s
request; [redacted] signed a new contract and invoice which provides
details regarding total amount that would be added to her new contract.
 We have included a copy of [redacted]’s amended
contract and invoice with our response.
 If we may be of further assistance, [redacted]
may contact customer service at [redacted].Kind regards,[redacted]

Thank you for the opportunity to respond to [redacted]
complaint.  Our records show on 12/20/10, Mr. [redacted]
purchased a [redacted] refrigerator and a [redacted] double...

oven with a 36-month
Repair Service Agreement on both appliances; our records indicate the 36-month
RSA coverage expired on both appliances as of 12/22/13.  Mrs.
[redacted] also purchased an ** dishwasher with a 24-month Repair Service
Agreement which expired on 4/09/13.  We show
once the RSA coverage expired on all three appliances, Mr. [redacted] purchased
additional warranty coverage through Assurant Advantage.
 
We researched [redacted] complaint and confirmed his
refrigerator and oven has been repaired.  In regards to his dishwasher our
records show the parts were received on 7/31/15.  We scheduled an appointment for 8/3/15; however
Mr. [redacted] informed us that he would be out of town.  The appointment was
rescheduled for 8/10/15
upon request. 
If we may be of further assistance, Mr. [redacted] may contact our
Customer Service department at 1-877-358-1252.
 
Kind regards,
 
 
Jana Andrews

[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.   Sent: Monday, April 20, 2015 3:52 PM To: drteam Subject: Re: Complaint case-[redacted] Conn's has still displayed an array of poor customer service. Our bed is still in poor shape due to the lack of support. Conn's did not perceive to be this way in the beginning of our dealings with them. After making payment arrangements with Conn's in the month of January, we were told we did not have to make a payment to them until march because of the issues we were having with a bed. We started receiving calls to pay our bill shortly after that in the february and had to catch things back up in March. This issue is in an addition to the issues with our bed that still lingers to this day. The bigger issue is the fact that I responded to this thread initially and there's no receipt of me doing so. I understand that this is a somewhat different situation than the usual but I would love for it to be honored. I would like to just reopen the complaint to accept Conn's offer. Thanks.

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.This still does not address the credit of $865.98 that was issued when I returned the defective merchandise. I have a receipt showing the item was returned. It also doesn't address the $640 that was already paid to the account ending in 37. It just shows that they carried over a balance. Where did the $ go that I paid to account ending in 37? The $865.98 was credited to account ending in 39, that account was closed due to refund causing an overpayment. Turns out the refund of the $865.98 was removed from account ending in 39 and that account was reopened by conns. Where did my refund go? Where is the $ that I paid for the defective item? If the item was returned and I was refunded the 865.98 What happened to the 640 that was already paid by me? 
Regards,
  [redacted]

Thank you for the opportunity to respond to Mr. [redacted]’s complaint. Our records show on November 8, 2016, Mr. [redacted] purchased a [redacted] French Door refrigerator and a [redacted] Gas Convention range which was scheduled for delivery on November 12, 2016. We show our delivery department contacted...

Mr. [redacted] on November 11, 2016 and informed him that the range was no longer available and that it was currently on back order from the manufacturer. Our records show on November 15, 2016, Mr. [redacted] went into his local Conn’s and re-selected a ** Gas range; all items were delivered and received in good order on November 16, 2016.   We sincerely apologize for any inconvenience Mr. [redacted] experienced during this process.   If we may be of further assistance, Mr. [redacted] may contact us at 1-866-765-1513.   Kind regards, Dyeisha [redacted]

New Roman"">Thank you for the opportunity to
respond to Mrs. [redacted]’s complaint.  Our records show on 5/21/13, Mrs. [redacted] purchased a Corinthian
Carmel loveseat and sofa with a (48-month Furnituregard Plan)
on both pieces.  Mrs. [redacted]’s signed invoice indicates at the time of
purchase she acknowledged she was provided a copy of
the Furnituregard Plan brochure and that she understood the
coverage associated with the products.  Mrs. [redacted] elected to have
her loveseat and sofa delivered; we show Mrs. [redacted]’s delivery
was completed on 6/01/13.
 
After researching Mrs. [redacted]’s
complaint we found she contacted us on 7/16/14;
stating the sofa was sinking in and the loveseat had a tear.  A
service call was scheduled for 7/26/14;
during the inspection the serviceman found the sofa’s seat cores flat and
found a nail protruding through the upholstery skirting of
the loveseat.  The parts to repair Mrs. [redacted]’s sofa
and loveseat were ordered and the repairs were completed.  The pictures do not show at the time there
were signs of cracking and peeling. 
 
After further research we found
Mrs. [redacted] contacted us again on 5/18/15;
stating her sofa and loveseat displayed cracking and peeling. 
Mrs. [redacted] was informed cracking and peeling was considered normal with use
and was not covered under the Terms and Conditions of
the Furnituregard Plan.  As listed
in Furnituregard Plan Terms and Conditions: No. (15) WHAT
IS NOT COVERED: LETTER (J) normal wear and tear to fabrics and
leathers, such as soiling from everyday use including body oil, hair oil,
perspiration, darkened bodily contact areas or depressions in mattresses that
occur over time, LETTER (L) leather scratches, LETTER (M) cracking or peeling
of the leather topcoat or finish (except where cracking or peeling to the
leather topcoat has occurred despite application by You of leather
maintenance products as recommended that fails to perform as intended).
 
We show Mrs. [redacted] later faxed
in a Service Agreement Cancellation Request Form requesting to have
her Furnituregard coverage cancelled; as of 6/05/15 Mrs. [redacted]’s Furnituregard coverage
was cancelled. 
 
We attempted to contact Mrs.
[redacted] however we were unsuccessful in our attempt.  Based on the information that has been
provided we are unable to honor Mrs. [redacted]’s request to exchange her sofa
and loveseat; Mrs. [redacted]’s furniture is no longer covered under warranty.
 
Mrs. [redacted] may contact me
directly at [redacted] ext [redacted] if she would like to further discuss.
 
Kind regards,


 
[redacted]

Thank
you for the opportunity to respond to Mrs. [redacted]'s complaint. Our records show on 6/12/12; Mrs. [redacted] purchased a ** side-by-side refrigerator with a 48-month Repair Service Agreement Plan.
We received Mrs. [redacted]'s complaint and found
there were two service calls on her refrigerator that was...

completed on 10/17/12
and 2/18/15. Our records show on 2/20/15, Mrs. [redacted] contacted our service
department again stating the refrigerator was not cooling. After further review
of Ms. [redacted]'s service needs, Conn's has agreed to exchan** her refrigerator.
Our records show we no longer have the same refrigerator Mrs. [redacted] originally
purchased therefor; she will receive an in-store credit to re-select another
unit for up to $1199.97 which is the original amount paid. Mrs. [redacted] may visit
her nearest Conn's  to initiate her
approved exchange. We sincerely apologize for any inconvenience Mrs. [redacted]
experienced during this process.
We have also attached a food loss claim for
Mrs. [redacted] to fill out and return for processing.
 
If we may be of further
assistance, Mrs. [redacted] may customer service at 1-877-358-1252.
 
 
 
Kind regards,
 
Dyeisha
W[redacted]

Thank you again for the opportunity to respond [redacted]’s
concerns regarding her accounts. 
 
As a onetime offer and a good-will gesture, we will
agree to combine [redacted]’s accounts.  [redacted]
will receive the new contract via e-mail.  We ask that
she review the contract and sign through our Docusign system to expedite the
process.
 
We value [redacted] as a customer and greatly appreciate
her bringing her concerns to our attention.
 Thank you,Cheryle S[redacted]

Thank you for the
opportunity to respond to [redacted]’s complaint. Our records show on
[redacted] purchased a [redacted] sofa with a
48-month FurnitureGard Plan. [redacted] elected to pickup her sofa from our
Conn’s warehouse located in [redacted],...

TX.
 
After further research
regarding [redacted]’s complaint we found on [redacted], she was approved for an
exchange on her sofa and received an in-store credit of $549.99 (the original
amount paid) to re-select another furniture piece. Our records show [redacted].
[redacted] returned the damage sofa to the warehouse; a new invoice ([redacted]) was
created on [redacted] for a new [redacted] sofa and a 48-month FurnitureGard
Plan. [redacted] later returned to her local Conn’s and requested to receive
a refund in lieu of the exchange. On [redacted], **. [redacted]’s invoice was
completely cancelled however; the request to apply the credit of $549.99 in
lieu of the exchange was not initially processed. As of [redacted], we have
submitted a request to apply the approved credit of $549.99 to close [redacted].
[redacted]’s account; please allow 7-10 business days for the credit to apply to
her account.
 [redacted] has been
contacted and is aware of the approval.  Regarding
the property insurance cancellation, [redacted] acknowledges she does not
have homeowners or renters insurance therefore we were unable to honor her request
to cancel the coverage.  We can, however,
cancel the other optional insurance coverage that was elected once we receive
[redacted]’s written request.  We
sincerely apologize for any inconvenience [redacted] experienced during this
process.
 If we may be of further
assistance, [redacted] may contact Customer Service at [redacted].
 Kind regards,
 
[redacted]

Thank you for the opportunity to respond to Ms. [redacted] concerns regarding a Conn’s account.  Ms. [redacted] stated she paid her account balance with [redacted] and she would like the account removed from her credit report.    We are unable to locate an account with...

the information Ms. [redacted] provided; however, you stated you paid the account with [redacted].  Once an account has been sold, Conn's no longer services the account. If you would like to address your concerns further please contact [redacted].    Conn’s appreciates you for bringing your concerns to our attention.   Thank you, Cheryle [redacted]

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to Mr. [redacted]’s 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 his complaint: 1)      that he contacted us multiple times to speak with management regarding a resolution but was unable to get assistance; and 2)      we have not accurately communicated or kept a scheduled appointment.   Our investigation reveals that: 1)      after reviewing Mr. [redacted]’s, calls we will address any training opportunities with the representatives involved. 2)      there was an error, and Mr. [redacted] was not provided the correct estimate time of arrival.  We tried to correct the error and contact Mr. [redacted] on both numbers on file, but we were unable to reach him at the time.   Our records show on3/26/16, Mr. [redacted] purchased a 5-piece [redacted]. reclining sectional set with a 36- month FurnitureGard Plan for each piece. After further review we show that Mr. [redacted] contacted Conn’s Service on 4/30/17 to request service,  He was then scheduled for 5/5/17. He was informed Conn’s would call ahead to provide him with the time-frame 24 hours prior to the date of service. Our records show that we attempted to contact Mr. [redacted] at both numbers on the account, and there was no answer. He then called back and informed us that his wife was down the street. At that time the technician had moved on to his next job and was unable to go back. We attempted to reschedule Mr. [redacted] for 5/9/17. However, he refused. The work order was left open until 5/8/17 in case he decided to continue with service.  After receiving Mr. [redacted]’s complaint, we have attempted to contact him multiple times to discuss his concerns and schedule service however we have not been able to reach him. If Mr. [redacted] is still in need of service, he may contact our Conn’s Service at 1-855-266-6349 to schedule a service call and provide us with current contact information.   Conn’s values Mr. [redacted] as a customer and appreciates him for bringing his concerns to our attention.

Thank you for
the opportunity to respond to Mr. [redacted] concerns regarding his account.  Mr. [redacted] stated he has been asking that his
due date be changed from the 15th of the month to the 1st
of the month.  He also stated we violated
his First Amendment because we...

attempted to contact him on Sunday.
 
According to
our records, Mr. [redacted] signed a 32-month retail installment contract on
November 2, 2013.  At that time Mr. [redacted] accepted the 15th of the month as his due date.  We are unable to change his due date to the 1st
of each month; however, we can move the due date 10 days out to the 25th
of the month if this would be helpful. The account has to be current in order
for us to change the due date.   
 
When the
payment is late, we start call attempts to ensure the payment will be made in a
timely manner.  It is a normal practice
for our company to begin call attempts on the first day the payment is
late.  To prevent the calls, Mr. [redacted]
has the option to pay online, in his local Conn’s store, by phone or by mailing
the payment before the monthly due date. 
 
Please note,
when a customer has one telephone number listed for two accounts, this results
in multiple call attempts when both accounts become past due.
 
We value Mr. [redacted] as a customer and appreciate him bringing this matter to our
attention. 
Thank you,
[redacted]

According to our records, Ms. [redacted] signed a 32-month retail installment contract on October 24, 2015.  That contract included our 12-month no-interest financing promotion (“cash-option”).  Per the terms of the “cash-option” Ms. [redacted] agreed to pay $3599.20 on or before the “cash-option” expiration date of October 24, 2016. We have included a copy of Ms. [redacted]’s signed retail installment contract as well as her signed “cash-option” acknowledgement page for her records.   Ms. [redacted] received invoice credits in the amounts of $6.60 and $15.04. This reduced her “cash-option” price to $3577.56.  On March 12, 2016, Ms. [redacted] requested one payment in the amount of $166.77 be moved to account [redacted]2934. That request was completed on March 18, 2016.  As of November 2, 2016, Ms. [redacted] has paid a total of $3435.77 leaving an outstanding balance due of $139.79.  Ms. [redacted] did not meet the terms of her "cash-option;" therefore, the payoff amount as of December 8, 2016 is $901.32.   Conn’s values Ms. [redacted] as a customer and appreciates her for bringing her concerns to our attention.