Conn's Home Plus

Thank you for the opportunity to respond to [redacted]’ additional comments. As previously mentioned, the promotional offer [redacted]’ received is not an offer promoted at any Conn’s location but is offered directly from the manufacturer. As listed on promotional offer [redacted] provided: Purchases made from the dealer/reseller are subject to the dealer’s/reseller’s shopping terms and restrictions and return policies. In the event of questions regarding claims, program or policy, [redacted] will review all documentation and make the final determination of claim eligibility. All decisions made by [redacted] and/or its agents are final.  [redacted] will need to contact [redacted] with any further questions. After further researching the promotion, we confirmed the camera [redacted] purchased retails with the manufacture for $1549 with a $300 instant rebate totaling $1249; the lens [redacted]’ purchased is not included in the offer. However; [redacted] purchased the camera at Conn’s for $1199.99, saving more than the promotion that is offered through the manufacture.  If we may be of further assistance, [redacted] may contact Customer Service at [redacted].  Kind regards, Jana A[redacted]Customer Relations

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint. Our records show on9/8/16, Mrs. [redacted] purchased a [redacted] refrigerator and elected to purchase a 24-month Repair Service Agreement Plan. Mrs. [redacted]’s refrigerator was delivered and received in good order on9/10/16....

  We researched Mrs. [redacted]’s complaint and found she contacted our service department on9/22/16stating her refrigerator is not dispensing water. A service appointment was originally scheduled for service with the manufacturer on9/27/16 however; Mrs. [redacted] rescheduled her appointment for9/29/16. During the inspection the technician reported a part was needed to complete repairs. Once the parts arrived, Mrs. [redacted] was contact by the manufacturer to schedule an installation date. Our records show on 10/20/16; Mrs. [redacted]’s refrigerator was approved to be exchanged and her new refrigerator was delivered on 10/21/16.   Mrs. [redacted] may file a claim to be reimbursed up to the covered amount for Food Loss.  We have attached of copy of our Food Loss claim for Mrs. [redacted] to complete.   If we may be of further assistance, Mrs. [redacted] may contact us at1-866-765-1513.   Kind regards,   Dyeisha W[redacted]Tell us why here...

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to the concerns you have regarding account(s) [redacted]. We have a more than 120-year history of quality customer service and satisfaction, and I would not want anything to impair that record. Our contact information is located...

on Ms. [redacted]’s retail installment contract or promissory note and security agreement, invoice, coupon book, and welcome letter. As a reminder, she may contact Conn’s regarding questions about her purchase by calling our Customer Service Helpdesk at 1-877-358-1252, or on-line at www.conns.com.     Ms. [redacted] stated in her complaint that: she was told Conn’s was going to take $50 off her first month’s payment; and she would like the $50 deducted from the payment; she would like the late fee removed from her account. Our investigation reveals that: Ms. [redacted] was told she would receive a $50 credit on her account; the $50 credit was applied to the account; however, it will not reduce the minimum monthly payment due; Conn’s is unable to remove the late fee assessed on the account due to the payment not being made timely.   According to our records, Ms. [redacted] signed a 36-month retail installment contract on May 29, 2017.  She agreed to have the minimum monthly payment of $393.81 due on the 12th of each month.    Ms. [redacted] was offered a $50 credit due to a delivery issue.  That credit was applied to the account on August 4, 2017.  Please note, an invoice credit does not change the minimum amount due each month.  Ms. [redacted]’s first payment in the amount of $393.81 was due on July 12, 2017.  She made a payment in the amount of $343.81 on June 20, 2017.  A late $10 fee was assessed on the account on July 22, 2017 due to the full payment amount not being made.    We have included a copy of Ms. [redacted]’s payment history as verification the $50 credit has been posted to the account.   Conn’s values Ms. [redacted] as a customer and appreciates her for bringing her concerns to our attention.

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint. Our records show on 2/23/16, Mrs. [redacted] purchased a ** Chest Freezer and a [redacted] French Door Refrigerator and she received free delivery with her qualified purchase; no delivery fee was charged. Mrs. [redacted]’s delivery...

was scheduled for 2/24/16; during delivery the refrigerator was damaged and she was offered a $200 concession for the damages. Our records show the concession has been submitted and is currently processing. We ask to allow 7-14 business days for the amount to reflect on Mrs. [redacted]’s account; no further credit is due. 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 directly at 1-866-765-1513. Kind regards, Dyeisha [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 the 10% concession offered by Conn's s would be satisfactory to me.

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 not satisfied with this action. I literally just received a text telling me to call and make a payment. I am trying to buy a house and here it is my credit being affected about a payment that I did make. I have been harassed for the past month and half receiving calls several times a day and sending several faxes to resolve the issue and to this day I have yet to receive a call directly from Conn's corporate or any other department telling me that they have found the payment or yet calling me directly for the hassle that I have received. Not to mention the $2 and change credit for the late fee. I would like a "professional courtesy credit" or "customer satisfaction" credit. This matter should not take as long as it is. I have tried to escalate this issue all the way to corporate but as usual every one at Conn's like to take their time. It's unfortunate that a new customer is treated like this because I honestly thought this was a store that I could have a great relationship with but boy was I wrong.
Regards,

Thank you again for the opportunity to respond to Ms. [redacted]'s concerns regarding her account.  Again, we are unable to reinstate her "cash-option" due to late fees and the invoice balance not being paid in full before the "cash-option" expiration date.  We have attached a copy of Ms. [redacted]'s signed retail installment contract for her records.

[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: Wednesday, February 22, 2017 5:27 PM To: drteam Subject: RE: You have a New Message from Revdex.com Regarding Complaint #[redacted]   Hello. I would like to take this time and thank you for everything.  Conns contacted the NM atty's general. They found the check that was never delivered. Apologized up and down, account has been closed. No further action  needed. Thank you for your time.

Thank
you for the opportunity to respond to Mrs. [redacted]’s additional
comments.  As previously stated we have no records showing where a 10%
concession towards Mrs. [redacted]’s total purchase was offered or
approved.  Therefore we are unable to honor Mrs. [redacted]’s request to
credit her account.  Again, as of12/07/15, Mrs. [redacted] has failed to make any payments
towards her Conn’s account; therefore we are unable to reinstate the “cash-option”
or remove the negative credit marks assessed to her credit bureau.  We
are obligated to report factual information to the credit bureaus and
cannot remove negative credit marks assessed due to payments not being made
timely. 
 
In
regards to Mrs. [redacted]’s Conn’s $100.00 gift card our records indicate this
gift card was mailed inAugust 25, 2015; however it remained unclaimed at her
local post office throughSeptember 19, 2015and then returned to sender.  Please see tracking number
via USPS.com ([redacted]).  We can send this information
(gift card number) to her local Conn’s if she wants to use towards a new
purchase; the gift card expires12/31/15. 




 







Kind regards,
 
Jana [redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint.  Our records show on 7/17/15, Mrs. [redacted] purchased a [redacted] high-efficiency washer and dryer with a 48-month Repair Service Agreement on both units.  Once Mrs. [redacted]’s purchase was complete she was provided a copy of her...

contract and a copy of Conn’s Return & Exchange Policy which states: A consumer has 30-days from the date of purchase to return or exchange (electronics and appliances) with the required 15% restocking fee. Conn’s Return & Exchange Policy is displayed in our stores and can be found online on our website www.Conns.com.  Mrs. [redacted] elected to have her washer and dryer delivered; which was completed on 7/18/15. We researched Mrs. [redacted]’s complaint and found she contacted us on 9/06/15 regarding her dryer; stating the unit was not heating and not drying the clothes.  On 9/07/15 and 9/08/15, we attempted to contact Mrs. [redacted] to obtain the dryer serial number, but we were unsuccessful in our attempts.  Mrs. [redacted] later returned our call on 9/08/15 and provided the information needed.  Mrs. [redacted] was contacted on 9/09/15 and advised she was scheduled for service on 9/14/15 with a certified 3rd party service provider ([redacted]).  We followed up with [redacted] (the manufacturer) on 9/16/15; during the conversation the representative advised us Mr. [redacted] refused to have the dryer assessed and stated he was going to return the unit.  Mrs. [redacted] contacted our Customer Service Department on 9/09/15 and 9/11/15 by via email requesting an exchange; Mrs. [redacted] has been informed on several occasions that she was outside of Conn’s 30-Day Return & Exchange Policy and would need to continue with repairs.  Our records show Mrs. [redacted]’s service appointment was rescheduled for 9/21/15; the technician replaced the heater.  Once the repairs were completed the technician tested Mrs. [redacted]’s dryer and the unit tested ok. At this time, we are unable to honor Mrs. [redacted]’s request to return her dryer; Mrs. [redacted]’s 30-day time frame to return or exchange her dryer expired on 8/19/15.  Based on the technician’s report Mrs. [redacted]’s dryer has been repaired and is functioning properly.         If we may be of further assistance, Mrs. [redacted] may contact our Customer Service Department at 1-877-358-1252.  Kind regards,  Jana A[redacted]Customer RelationsConn’s Inc.

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,
  Hello I do not find that Conns appliance is telling the truth they contacted Michael [redacted] in the month of July and August to be exact I spoke with s lady supervisor at that time explained to her that Michael [redacted] and I were divorced explained  to the manager never to contact Michael [redacted] under no circumstance that he was no longer in my life Conns manager for the customer service said that she would remove the number she told me the reason she contacted the number it was associated with my address I asked her do you contact all person that have the same address as other people?? Weather or not if they gave him any information or no information , my request was not to contact any other number but mine they failed to use the DNC for the second time  Conns contacted  Michael [redacted] regarding my  account that's unexceptable , it's about following the integrity of the national DNC if it is requested to not contact that number under any circumstance they have fail to follow the process  regarding  the DNC the fines are astronomical so I am not happy with Conns Appliance they contacted a number that I Reqyested them not to contact . Please have them review there recording for July.. When I did  make a payment arrangement and I contacted them to let them know I was on std because I had been sick and had not worked . Please have them pull all recording associated with my number  for contact Best regards

Thank you for the opportunity to respond to Mrs. [redacted]’ complaint.  After researching Mrs. [redacted]’ complaint we confirmed; she was contacted by a UST manager on 8/18/16.  During their conversation Mrs. [redacted] informed him that she was going to contact her floor installer to get a...

quote to fix the repairs that were not completed properly.  Once the estimate has been obtained; Mrs. [redacted] will contact the UST manager for further assistance to resolve her issue.    If we may be of further assistance, Mrs. [redacted] may contact our Customer Service Department at 1-877-358-1252.  Kind regards,  Jana [redacted]

Thank you for the opportunity to respond to Ms. [redacted]’s additional comments.  Since Ms. [redacted]’s last response we confirmed that service has been completed.  Our records show that a new service order was created on 3/30/17 to order a new connector.  We show parts were ordered directly from the manufacturer; which could take up to 4 to 6 to become available.  Ms. [redacted]’s repairs were completed on 4/28/17. In regards to Ms. [redacted]’s warranty cancellation, she has the option to cancel her coverage at anytime.  Once the warranty coverage is canceled, she will receive a pro-rata refund.  However, we are unable to cancel her warranty coverage and issued a full refund. Again, we sincerely apologize to Ms. [redacted] for any inconvenience that she experienced during this process.       Conn’s values Ms. [redacted] as a customer and appreciates him for bringing his concerns to our attention.

Thank
you for the opportunity to respond to Mrs. [redacted]’s complaint. Our records show on
2/05/13, Mrs. [redacted] purchased a [redacted] top load washer with a...

24-month
Repair Service Agreement Plan.
We received Mrs. [redacted]’s complaint and found on 2/5/15, Conn’s
approved an exchange on her washer due to the unit was deemed non-repairable.
We found Mrs. [redacted] relocated since the time of purchase and was unable to
return the defective washer to process her exchange. After further review of
Mrs. [redacted]’s concerns, Conn’s agreed to issue a refund in lieu of an
exchange for $584.54 which is the original amount paid including taxes and
allow Mrs. [redacted] to dispose of the defective unit at her own discretion. Our
records show Mrs. [redacted] refund was submitted for processing on 2/18/15; we
ask to please allow 7-10 business days to process and receive the refund check.
We sincerely apologize for any inconvenience Mrs. [redacted] experienced during
this process.
If we may be of further assistance, Mrs. [redacted] may contact
customer service at 1-877-358-1252.
Kind
regards,
 
Dyeisha
[redacted]

Thank
you for the opportunity to respond to Mr. [redacted] complaint. Our records show
on 2/22/15, Mr. [redacted] purchased a ** Side-by-Side refrigerator which comes
with a 1-year limited manufacturer’s warranty; no additional coverage was
purchased with Conn’s. We show Mr. [redacted] refrigerator...

was delivered and
received in good order on 2/23/15 however; the waterline was not connected due
to Mr. [redacted] did not have a water valve near the space the refrigerator was
installed. Mr. [redacted] informed the delivery team that he would have someone
else to connect his waterline.
 
We
researched Mr. [redacted] complaint and found that he contacted our delivery
team the next day 2/24/15 stating water leaked on his floor. Our delivery team
went back to Mr. [redacted] residence the same day (2/24/15) and confirmed the
previous delivery team did not connect the waterline as well as they also could
not connect the waterline due to the customer did not have a water valve in
area. The delivery team did provide pictures of the refrigerator confirming Mr.
[redacted] waterline was not connected at the time of delivery. We show Mr.
[redacted] contacted our service department on 2/26/15 and was scheduled for
2/28/15 but was not available at the time of inspection.
 
At
this time we are unable to honor Mr. [redacted] request; we have confirmed our
delivery team did not connect his waterline due to there was no water valve.
Mr. [redacted] may refer to his homeowner’s/renter’s insurance for repair needs to
his floor.
 
If we may
be of further assistance, Mr. [redacted] may contact Customer Service at
1-877-358-1252.
 
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,

Thank you for the opportunity to respond to [redacted] additional comments. Conn’s has agreed to honor [redacted] request
to receive a refund in lieu of an exchange under the Terms and Conditions of
the FurnitureGard Plan. [redacted] will be contacted by Conn’s delivery team
to schedule a date to pickup all merchandise (armless chair, wedge, left
loveseat, right recliner and television);
once we received all item we will process a credit of $2999.99 to close his
account.
 
 
If we may be of further assistance, [redacted]
may contact Customer Service at [redacted]
 
 
Kind
regards,
 
Dyeisha
W[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,
$240 is only have of what was suppose to be taken off the unit.....I was told that 3 payments would be taken off which totals $429, if they only want to give me credit of 240 than they should also give me the interest I paid. Thanks[redacted]

Thank
you for the opportunity to respond to Mr. [redacted]’s additional comments. Conn’s
will continue to service a product if a consumer contacts us for repairs prior
to the expiration date of the warranty however; after repairs have been
completed, Conn’s is no longer obligated to continue with future repairs once the
warranty expires. Mr. [redacted]’s last service was on 11/28/14; the serviceman
reported all repairs were completed. We have no records that Mr. [redacted]
contacted us for further repair on his furniture from the date repairs were
complete (9/26/14) on the armless
sofa and right chaise and (11/28/14)
on the left section; until the warranty expired on 1/20/15.
 
At
the time of Mr. [redacted]’s last service appointment, his furniture set did not
meet the qualifications for an exchange under the Terms and Conditions of the
manufacturer’s warranty. Based on the serviceman’s report all repairs were successfully
completed on all units. As of 1/20/15, Mr. [redacted] no longer has coverage on his
furniture to continue with further repairs. 
 
 
 
 
If we may be of further assistance, Mr. [redacted] may contact
customer service at 1-877-358-1252.
 
 
Kind
regards,
 
Dyeisha
W[redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s
additional comments. Since our previous response, we show a new service order
was created on 3/6/17 to re-assess Mrs. [redacted]’s refrigerator due to unit
making loud noise. Mrs. [redacted]’s appointment is scheduled for 3/17/17; once
the technician assess the unit we can determine what further actions are
required.
 
In regards to the food loss claim, we show the claim has been
submitted for processing. We ask that Mrs. [redacted] please allow up to 7-14
business days for processing.
 
 
If we may be of further assistance, Mrs. [redacted] may contact
us at 1-866-765-1513.
 
Kind regards,
 
Dyeisha
[redacted]
Customer
Relations
1-866-765-1513