Conn's Home Plus

Thank you for
the opportunity to respond to Mrs. [redacted]’s concerns regarding account
#[redacted].  Mrs. [redacted] stated she paid
off her account in November of 2014; however, the account remains opened.
 
According to
our records, Mrs. [redacted] signed a 30-month retail...

installment contract on
October 29, 2013.  This contract included
a 12-month no-interest financing promotion. 
This promotion included $1449.94 for the product, $119.62 for the sales
tax and $150.31 for the property insurance. 
This brought the account total to $1719.87 that needed to be paid in
full before the 12-month no-interest financing offer expired on October 29,
2014.  Mrs. [redacted] paid a total of
$1664.45 which left an invoice shortage of $72.84. 
 
As a one-time
offer and a goodwill gesture, we are going to reinstate the Cash-Option, concession
the $72.84 and close the account.
 
We ask that
Mrs. [redacted] please allow 7-10 business days for the account to close.  Once the account has closed, Mrs. [redacted] will
receive a close out letter in the mail within 30 business days of the final
close-out date.
 
We value Mrs.
[redacted] as a customer and apologize for any inconvenience she has experienced
due to this matter.

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint.  Our records show on January 14, 2012, Mrs. [redacted] purchased a [redacted] living-room set which consisted of three pieces (loveseat, sofa, and recliner) with a 48-month Furnituregard Plan on all three pieces;...

which expired onJanuary 14, 2016.  Mrs. [redacted] was provided a copy of Conn’s Return & Exchange Policy at the time of purchase; she also signed her invoice acknowledging that she received a copy of the Furnituregard Plan brochure and that she understood the coverage associated with the covered product.  Mrs. [redacted] elected to have her furniture delivered; which was completed on January 19, 2012.   We researched Mrs. [redacted]’s complaint and found she last contacted us in July 2015 regarding all three pieces of the [redacted] living-room set; Mrs. [redacted] stated her furniture was flaking and peeling.  A service call was scheduled; during the inspection the serviceman found the material on the furniture was peeling.  Mrs. [redacted] was contacted on August 5, 2015and informed that the reported damages and photos from the serviceman showed signs of normal and tear which was caused over a period of time.  Mrs. [redacted] was advised normal wear and tear (cracking and peeling) was not covered under the Terms and Conditions of the Furnituregard Plan.    We have no further service calls on file from Mrs. [redacted] since July 2015.  Mrs. [redacted]’s warranty coverage has since expired as of January 14, 2016.  As mentioned cracking and peel is not covered under the Terms and Conditions of the Furnituregard Plan.  In addition the last service call we have on file regarding Mrs. [redacted]’s [redacted] table was in May 2014; we show an exchange was approved on July 13, 2014to replace Mrs. [redacted]’s table.  Our records indicate Mrs. [redacted] initiated her exchange on September 12, 2014 and her new table as received onSeptember 13, 2014 in good order.     Kind regards,     Jana [redacted]

Thank you for the opportunity to respond to [redacted] complaint. Our records show on 2/23/14, [redacted] purchased a [redacted] mattress and a [redacted] spring both with a limited
manufacturer’s warranty. [redacted] delivery was scheduled on 2/25/14;
Conn’s...

delivery team placed her mattress and box spring on the bed frame and
rails [redacted] previously owned, no assembly was required.
 
We received [redacted] complaint and found she contacted our
service department on two separate occasions stating the mattress was sinking
in the center.
 
·        
On 9/13/14- [redacted]
called for service on her mattress. A service appointment was scheduled on
9/26/14 however; the service order was cancelled because no one was at the home
during the scheduled appointment.
·        
On 10/2/14- [redacted]
called for service on her mattress. A service appointment was scheduled for
10/10/14; during inspection the serviceman found the mattress had a 1 ½ inch
depression and is leaning on the right side. The serviceman also found the box
spring collapsed and also had a 1 ½ inch body impression. The serviceman did
inspect [redacted] bed frame and found the footboard collapsed, the bolts
were missing and there was no center support.
 
After further review of the serviceman’s findings and the photos
provided; Conn’s Furniture Specialist determined the reported damages are not
covered under the Terms and Condition of the manufacturer’s warranty. Sealy
requires bed frames to have five legs or cross-slats and a rigid bridge bar
with supporting leg for continuous support; [redacted] bed-frame does not
provide the proper support for her mattress and box spring she purchased with
Conn’s.
 
At this time we are unable to honor [redacted] request; the
reported damages are not covered by the manufacturer’s warranty.  We have included pictures and a portion of the manufactures warranty information which can also be found online.
 
 
If we may be of further assistance, [redacted] may contact us at
[redacted].
 
 
Sincerely,
 
[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,
  The countertop repair was given to a contractor. The contractor did fix the issue underneath the sink but he tried to fix the granite countertop using an apoxy and clamps. I was told to leave the clamps on for 3 days in which I did. The contractor said in 3 days he will be calling. After 3 days I had done as instructed with the clamps and tried to text and call the contractor with both having no response and the countertop not even being repaired, as it is the same way it was before he did any work. So I'm not in the slightest satisfied with countertop issue. I would like it replaced.

Thank you for the opportunity to respond to Mrs. [redacted]’s additional comments. We confirmed with our merchandiser that the model number listed on Mrs. [redacted]’s invoice is a firm mattress. As mentioned in our previous response, Mrs. [redacted] may provide a photo of the model number for the mattress she received to verify it is the correct model that is listed on her invoice for further review. If we may be of further assistance Mrs. [redacted] may contact our Customer Service department at 1-877-358-1252. Kind regards,Dyeisha [redacted]

Thank you for the opportunity to respond to Ms. [redacted]’ concerns regarding account [redacted]1830.  Ms. [redacted] stated she believes the 30-day credit mark assessed on her account should be removed.   According to our records, Ms. [redacted] signed a 32-month retail installment contract on March...

23, 2016. She agreed to have her minimum monthly payment due on the 7th of each month.  On November 6, 2016, Ms. [redacted] made a payment of $93.07.  That payment credited the account for the payment that was due on October 7, 2016 which is 30 calendar days after the due date.    Conn’s is obligated to report factual information to the credit bureaus and we are unable to remove the negative credit mark assessed on the account due to the payments not being made timely. We have included a copy of Ms. [redacted]’ payment history for her records.   Although Conn’s would prefer to keep the lines of communication open, we have placed a cease communications on the telephone numbers associated with your account.    Conn’s appreciates Ms. [redacted] for bringing her concerns to our attention.

Thank you for the opportunity to respond to Ms. [redacted]' concerns regarding account [redacted].  Ms. [redacted] stated she had four payments post to her account in error.  According to our records,  Ms. [redacted] scheduled a payment to process to her Conn's account through our webpay system on...

September 20, 2015.  On September 21, 2015 that payment was reversed.   On September 22, 2015 another payment was processed; however, that payment was canceled on that date.  On September 24, 2015 a payment credit was processed due to the overpayment.  We have attached a copy of the payment confirmations for Ms. [redacted]' records.  We value Ms. [redacted] as  a customer and sincerely apologize for any inconvenience she has experienced due to this matter.  We ask that Ms. [redacted] please allow *-5 business days for the credits to process.   Thank you, Cheryle [redacted]

Thank you for the opportunity to respond...

to [redacted]
complaint.  Our records show on 6/28/14, [redacted] purchased a [redacted] furniture set which consisted
of four pieces (chair, loveseat, sofa, and ottoman) with a 48-month
Furnituregard Plan on all four pieces and a [redacted]
sideboard with a 48-month Furnituregard Plan.  [redacted] 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 product(s); [redacted] also signed acknowledging she
received a copy of the Return and Exchange Policy which stated: Furniture can
be Exchanged Only within
14-days for furniture of equal or greater value with the required $129.00
exchange fee. 
 

After researching [redacted] complaint we found she contacted
our service department on 3/14/15 regarding her [redacted] (sofa
and loveseat); stating the sofa cushions were sinking in and the loveseat arm
seam was opening and the cushions were sinking in.  Our records indicate
we attempted to contact [redacted] on multiple occasions by the number that
is associated with her purchase and the alternate number she provided when
creating the service call dated from (3/18/15, 3/21/15, 3/23/15, and3/25/15) to
schedule service; but we were unsuccessful in those attempts, therefore [redacted] service order was cancelled on 3/31/15 due to no response. 

 

Although, we are unable to honor [redacted] request to return or
exchange her sofa and loveseat; we will be more than happy to service her
sofa and loveseat.  [redacted] will need to provide a contact number
to schedule a service appointment or contact our service department at [redacted] to schedule an appointment that is
convenient for her.

 

If we may be of further assistance, [redacted] may contact our
Customer Service Department at [redacted].

     


 
Kind regards,
 
 
[redacted]










5/1/2015

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 company still has not addressed the issues I have mentioned about unethical and possibly illegal collections tactics. They continue to skirt the issue. why do they call 4-6 times a day? Why does caller ID always have some random city/state when they call? What are they trying to hide? Revdex.com please take not to how this business continues to avoid these questions. Their reply will say something along the lines of they haven't contacted me in "x" number of days and they will ignore the issues I have mentioned above. The bottom line is this company's collection practices are unethical, possibly illegal, and their main goal is to harass and threaten the people who are behind on their accounts.
Regards,

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.  
  Ok. I'll take the 10% off since it's all that has been offered, but I am still wanting to return the product. I have contacted y'all in regards to the return several weeks ago and was told I would receive a call back within 24hrs to be given an exact time. This was a couple weeks ago. I have yet to receive a call back. Someone needs to come pick up the fridge, we have purchased another one already from a great company with great customer service skills! Too bad we couldn't keep doing business. I really wanted to exchange and give business to conns, for the sake of the nice employees at the store, but unfortunately customer service isn't all that great, it's like pulling teeth just to get what was their fault taken care of.

Thank you for the opportunity to respond to Mr. [redacted]’s complaint. Our records show on10/15/16, Mr. [redacted] purchased a [redacted] HE Gas dryer which comes with a 1-year limited manufacturer’s warranty. We researched Mrs. [redacted]’s complaint and found that he contacted our Customer Service department...

via email on 1/29/17 stating that when he purchased his dryer, the sales associate entered the incorrect billing address on the sales receipt and requested to have the information corrected. Our customer service department spoke to Mrs. [redacted] the following day and informed her that we were unable to change the address on a sales receipt however; we would update the address in our system. Although we are unable to reprint a new sales receipt, we have attached screenshots of Mr. [redacted]’s purchase which includes the correct address. 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]

Thank you for the opportunity to respond to Mrs. [redacted] complaint. Our records show on 11/15/15, Mrs. [redacted] purchased a LF French Door refrigerator and elected to purchase a 24-month Repair Service Agreement Plan. We reviewed Mrs. [redacted] complaint and found she contacted our...

service department on 6/6/16 stating her refrigerator is not cooling. A service appointment was scheduled for 6/7/16; during the inspection the technician found a part was needed for repairs. We order the part to repair the unit through the manufacturer however; the part was delivered to the wrong location and had to be re-shipped. Once we received the part Mrs. [redacted] appointment was scheduled for 6/21/16. The technician reported he installed the part and tested the refrigerator and the unit was functioning properly. The technician did follow up with Mrs. [redacted] on 6/22/16 and confirmed the refrigerator is cooling. Although we are unable to honor Mrs. [redacted] request; we have received her food loss claim for processing. As listed under the Terms and Conditions of the RSA Plan Conn’s will provide; verified food loss of up to $150 on refrigerators, per occurrence, over the term of the Agreement as a result of a covered failure If we may be of further assistance, Mrs. [redacted] may contact us at 1-866-765-1513 Kind regards, Dyeisha [redacted]

Thank you for the opportunity to respond to Mr. [redacted]’s additional comments.  As mentioned in Mr. [redacted]’s last response; he was given the option to have the sofa redelivered or have the sofa removed from his invoice and credited to his account, since the sofa was refused.  As of 2/01/17, Mr. [redacted] has not made any attempts to contact us to have his sofa redelivered or credited to his account; Mr. [redacted] is currently in the schedule for 2/03/17.  If this date is not convenient for Mr. [redacted]; he may contact our delivery department at 864-879-0192 to reschedule.  If Mr. [redacted] refuses the sofa; the sofa will be removed from his invoice and a refund in the amount of $1,726.91 (sofa and Furnituregard Plan) will be submitted and processed. In regards to Mr. [redacted]’s Furnituregard Plan; if he is not happy with the coverage, if may cancel the Furnituregard Plan at any time and receive a refund.  We have included a copy of the Service Agreement Cancellation Request form in our response.  Mr. [redacted] may fill out the form and return back to us; he may either mail or fax this form to us at 1-877-237-7681. You can also email it to us at [email protected] If we may be of further assistance, Mr. [redacted] may contact our Customer Service Department at 1-877-358-1252.  Kind regards, Jana [redacted]

Thank you for the opportunity to respond to Mr. [redacted]’s concerns regarding accounts [redacted] and [redacted].  Mr. [redacted] stated he mailed a check for $672.88 to pay off two of his accounts, but the payment was applied to the incorrect accounts.    According to our...

records, Mr. [redacted] made a payment of $672.88 on March 8, 2016.  That payment was applied to account [redacted].  The balance on this account was $112.32.  The remaining payment of $590.18 was then moved to account [redacted].  Mr. [redacted] did not want the funds applied to account [redacted].    On April 22, 2016 we applied the remaining funds of $590.18 to the accounts Mr. [redacted] wanted the funds applied to.  We have attached copies of Mr. [redacted]’s payment histories as verification.    Conn’s values Mr. [redacted] as a customer and sincerely apologizes for any inconvenience he may have experienced due to this matter.    Thank you, Cheryle [redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint. Our records show on 9/03/15, Mrs. [redacted] purchased a [redacted] washer and dryer and elected to purchase a 24-month Repair Service Agreement Plan. We researched Mrs. [redacted]’s complaint and found that she contacted our...

service department on 1/07/17 stating her dryer is not spinning. A service appointment was scheduled for 1/19/17; during the inspection the technician a new motor was needed for repair. Once we received the part, the technician returned to Mrs. [redacted]’s residence on1/25/17 and installed the new motor. However; the technician did report that Mrs. [redacted] has an electrical issue with her outlet and would need to contact an electrician. Mrs. [redacted] was advised that based on the technician’s service report, a new motor was installed, but she would need to have an electrician inspect her outlets. We show on2/15/17; a new service ticket was created in attempts to have the unit exchange. However; on 2/21/17 Mrs. [redacted] was contacted and made aware that her unit does not meet the qualification for an exchange. Mrs. [redacted] was also offered the option to have a different technician assess the dryer for a second opinion, but she refused and requested an exchange, therefore; the service order was canceled. Our records show on 3/02/17, Mrs. [redacted] contacted our service department again for repairs and requested a different technician inspect the unit. Mrs. [redacted] is currently scheduled to have a technician re-assess her dryer; once the unit has been inspected, we can determine what further actions are required. Although Mrs. [redacted]’s dryer does not meet the qualifications for an exchange at this time, we will continue with any covered repairs. If we may be of further assistance, Mrs. [redacted] may contact us at 1-866-765-1513. Kind regards, Dyeisha [redacted]Customer Relations

Thank you for the opportunity to respond to Mr. [redacted]’s complaint.  Our records show on [redacted] top load electric dryer with a 48-month Repair Service Agreement.  Mr. [redacted] was provided a copy of Conn’s Return & Exchange Policy at the time of purchase which states:A consumer has...

30-days from the date the item is received to return or exchange (appliances and electronics) with the required 15% restocking fee and if your product fails whileunder manufacturer's warranty or Conn's RSA, Conn's Factory Authorized Service will repair your product according to these warranties.Mr. [redacted] elected to have his dryer delivered; which was completed onSeptember 7, 2015.   We researched Mr. [redacted]’s complaint and found he contacted us onOctober 26, 2016; stating the dryer was making a strange humming noise.  We show Mr. [redacted] was scheduled for service onOctober 31, 2016; however at Mr. [redacted] request the service order was rescheduled.  OnNovember 1, 2016andNovember 2, 2016we attempted to contact Mr. [redacted] to reschedule but we were unsuccessful and due to no contact Mr. [redacted]’s service order was cancelled.  OnNovember 8, 2016, a new service order was created and Mr. [redacted] is currently scheduled for service on Monday November 14, 2016.Our records indicate we have a part on hand (idler pulley) if the pulley is defective; repairs are scheduled to be completed onNovember 14, 2016.   If we may be of further assistance, Mr. [redacted] may contact our Customer Service Department at 1-877-358-1252.      Kind regards,     Jana [redacted]

Thank you for the opportunity to respond to Mr. M[redacted] concerns
regarding a Conn’s account.  Mr. M[redacted]
stated a Conn’s account was opened in his name fraudulently. 
 
Conn’s has many data and privacy measures in place when credit
accounts are established.  We...

take the
privacy and protection of our customers’ information very seriously.  We look forward to working with Mr. M[redacted]
to resolve this matter. The account will be investigated by our fraud
department.  Our Fraud department will
contact Mr. Knight. 
 
If Mr. M[redacted] has any further questions he can contact our Fraud
department directly at 866-817-8177.  Thank you,Cheryle S[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  
Yes I received a call from conns cooperate office at noon yesterday with the same resolution offer which I'm ok with. I want to use this measure to thank the office of Revdex.com for all effort in resolving this issue.

Thank you for the opportunity to respond to [redacted]’s additional comments. As mentioned in our previous response, [redacted] purchased a floor model refrigerator retailed at $5999.97 for a discount price of $3399.99. Upon delivery, [redacted] refused delivery stating the refrigerator was not in the same condition as inside the store. We were unable to locate another floor model refrigerator that was available at the discounted price offered however; the unit was still available to purchase as a new factory sealed item at the regular retail price of $5999.97. [redacted] was advised that we are unable to offer her a new factory sealed refrigerator for the same price as the floor she originally selected. Although we are unable to offer [redacted] a new refrigerator for the same price as the floor model, Conn’s is willing to send [redacted] a $100.00 gift card to be used towards the purchase of another refrigerator. We sincerely apologize for any inconvenience [redacted] experience during this process.   Kind regards, [redacted]

Revdex.com:This letter is to inform you that Conn's Home Plus has carried out to my satisfaction the resolution it proposed for my complaint, filed on 12/31/2014 4:26:57 PM and assigned ID [redacted].Regards,