Conn's Home Plus

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 the complaint: 1)      that his refrigerator broke and the unit still has not been repaired.   Our investigation reveals that: 1)       Mr. [redacted]’s refrigerator has been approved for an exchange.   Our records show on 12/18/16, Mr. [redacted] purchased an ** side-by-side refrigerator and elected to purchase a 24-month Repair Service Agreement Plan.   We researched Mr. [redacted]’s service history and found that he has contacted us once for repairs on his refrigerator. Mr. [redacted] contacted our service department on 4/11/17 stating that the ice maker was not making ice. Our records show Mr. [redacted] was scheduled with a third party certified technician for 4/26/17. During the inspection, the technician found the ice maker needed to be replaced as well as a new door was needed.  Our records show that the ice-maker was replaced, however; the door was on back order with the manufacturer until 5/20/17.   We were able to confirm with the manufacture that door did not arrive and is still on backorder. Due to the delay, an exchange has been approved according to Terms and Conditions of the Repair Service Agreement that was purchased. Mr. [redacted] may visit his nearest Conn’s to re-select a new refrigerator up to $1099.99. We sincerely apologize for any inconvenience Mr. [redacted] experienced during this process.   Conn’s values Mr. [redacted] as a customer and appreciates him for bringing his concerns to our attention.

[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.  Will be back in contact if there are issues with the delivery and or workmanship of the new unit.

Thank you for the opportunity to respond to [redacted] concerns regarding credit marks received on his accounts. 
 
According to our records [redacted] refinanced his accounts
in [redacted] 2014. 
There was a delay in the process due to paperwork not
being...

returned. 
At that time we agreed to remove the credit marks
received due to the delay in the refinancing process.
 
We have removed all but one 30 day credit mark assessed
on the accounts. 
The one 30 day mark was earned and we are obligated
to report factual information to the credit bureaus.
 
Please allow 30-60 days for the credit bureaus to update
their information.
 
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 complaint.  We appreciate Mrs. [redacted] bringing her concerns to our attention.  We researched Mrs. [redacted]’s complaint and found her issue has been addressed and resolved.  Our records indicate an exchange was approved...

on 12/22/15 for Mrs. [redacted] to replace her washer.  We show Mrs. [redacted]’s exchange was initiated and her new washer was delivered and received on 12/28/15 in good order.  We sincerely apologize for any inconvenience Mrs. [redacted] experienced during this process. If we may be of further assistance, Mrs. [redacted] may contact our Customer Service department at 1-877-358-1252Kind regards,Jana A[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 problem has  not been resolved . They showed up on the 28th of December and had the wrong part. As of 1/9 I have not received the part or heard from anyone on this matter.

[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 for your help

Thank you for the opportunity to respond to [redacted] complaint. Our records show on 12/22/14, [redacted] purchased a [redacted] with a 24-month Repair...

Service Agreement Plan. We
show [redacted] elected to pickup his [redacted] from our Conn’s warehouse
located in [redacted]; no installation service was purchased.
 
We received [redacted] complaint and found on
4/7/15, Conn’s approved an exchange on his microwave.  Our records show we no longer had the
original [redacted] purchased therefore; we issued an in-store credit
for $379.97 (the original amount paid) to re-select a different [redacted] that
meet his expectations. [redacted] will need to return the old [redacted] to his
nearest Conn’s location to initiate the exchange.
 
At this time we are unable to honor [redacted]
request; the previous [redacted] was picked up and installed by someone other
than Conn’s therefore, we will not be able to deliver and install [redacted]
new unit at no additional cost.
 
We have included [redacted] signed pickup slip
at the time of his original purchase.
 
 
If
we may be of further assistance, [redacted] may contact customer service at
[redacted]
 
 
Kind
regards,
 
[redacted]










4/27/2015






Complaint

I purchased a [redacted] from Conns a few days ago. On the advertisement at the store it clearly reads [redacted]. After getting it home ive come to find out that it is NOT a [redacted]. They added a [redacted] stick to the box and call it smart. They are ripping people off with false advertisement. They will...

not take the TV back and the [redacted] has never worked. They told me I had to purchase a new [redacted] stick. They sold me a non [redacted] at a [redacted] price. Ripped me off. They are still selling this tv and ripping people off.







Desired Resolution

Either fix the TV I purchased or let me trade it in for a REAL [redacted]. NO restocking fee. Yall ripped me off. please make this right.

Consumer Business Dialog

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 Mr. [redacted] complaint. Our records show on 7/20/16, Mr. [redacted] purchased an [redacted] Pro retailed for $1429.99 and elected to pick up the unit from our Dallas Conn’s warehouse. We contacted the store manager where Mr. [redacted] purchased...

his [redacted] and was advised that Mr. [redacted] returned to the store on 7/21/16 stating he contacted the manufacturer and was informed that the unit was an older version and wanted to re-select for a newer model. Conn’s agreed to exchange the unit as a gesture of goodwill and waived the restocking fee. Mr. [redacted] chose to re-select the [redacted] 13” [redacted] Pro Retina retailed for $1699.99. Our records show Mr. [redacted] picked up his unit on 7/22/16 and signed acknowledging he received his item in good order. Conn’s does list the specifications on our shelf tag for all [redacted] laptops as well as provide display models for the consumer to interact with before making a purchase.    Kind regards, Dyeisha [redacted]Customer Relationshy here...

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,
  As well as I have stated in previous messages I do not want to buy a floor model that has been on for long periods of time! If you no longer carry that specific model and or you cannot order than I should get credit towards the next model available! Once again this is something that is not my fault as a customer! Advertisements should have been stated clearly!

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 Ms. [redacted]’s concerns regarding account [redacted].  Ms. [redacted] believes the information reporting on her credit is inaccurate and she would like it removed.   According to our records, Ms. [redacted] signed a 32-month retail installment...

contract on August 4, 2013. She agreed to have her minimum monthly payments due on the 16th of each month.  Ms. [redacted] made four payments on the account with the last payment being made on January 15, 2014.  We have included a copy of Ms. [redacted]’s signed retail installment contract and payment history for her records.    Conn’s respectfully disagrees that the information is being reported incorrectly on Ms. [redacted]’s credit bureau.    Conn’s is obligated to report factual information to the credit bureaus and we are unable to remove the negative credit marks or the charged off status of the account due to payments not being made timely.  Additionally, the information can remain on Ms. [redacted]’s credit report for 7-10 years per federal guidelines.    Conn’s appreciates Ms. [redacted] for bringing her concerns to our attention.   Thank you, Cheryle [redacted]

Thank you for the opportunity to respond to Mr. [redacted]’s complaint. Our records show on 7/20/14, Mr. [redacted] purchased a 65” [redacted] TV and elected to purchase a 37-month Repair Service Agreement with Accidental Damage Coverage. We researched Mr. [redacted]’s complaint and found that he was...

approved for an exchange on 1/18/17 under the Terms and Conditions of the RSA w/Accidental Damage Plan. Mr. [redacted] has been approved to re-select a new television for up to $1699.99 which is the original amount paid. Mr. [redacted] may visit his nearest Conn’s to initiate his approved exchange. We sincerely apologize for any inconvenience Mr. [redacted] experienced as a result of the delay. If we may be of further assistance, Mr. [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 Mr. [redacted]’s additional comments. As mentioned in our previous
response, Mr. [redacted]’s refrigerator was signed acknowledging the item was received
in good order on 4/3/15. Mr. [redacted] did not contact our Service Department
until 7/20/15 (3-months after delivery) to report an issue with the unit,
stating the refrigerator was not cooling. Our records show on 7/30/15, the
technician installed a new main board on the refrigerator and reported the
uniting was functioning properly. We have no records showing Mr. [redacted] has
contact Conn’s Service Department since repairs were complete. We show on
8/24/15, Mrs. [redacted] contacted our Customer Service Department stating the
freezer cools but does not freeze and requested to have the refrigerator
exchange. However; after reviewing the service history, Mr. [redacted]’s
refrigerator does not meet the qualification for an exchange under the Terms
and Conditions of the manufacturer’s warranty or the RSA Plan at this time. If
Mr. [redacted] is in need of service he may contact our Service Department at 1-855-266-6349 to schedule an
appointment.
 
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 complaint. Our records show on 9/5/16, Mrs. [redacted] purchased the [redacted] Queen bedroom furniture which consists of three pieces (headboard, footboard, and rails) and elected to purchase a 48-month FurnitureGard Plan. Mrs. [redacted]’s...

furniture was delivered and signed acknowledging the items were received in good order; no issues were reported. We researched Mrs. [redacted]’s complaint and found that she contacted our service department on 1/9/17 stating there is a large space between her headboard and mattress. A service appointment was originally scheduled for 1/13/17 however; when the serviceman arrived at Mrs. [redacted]’s residence, no was available. We show Mrs. [redacted] contacted service again on 2/8/17 regarding the same issue and requested to have all three pieces inspected. A service appointment was scheduled for 2/10/17; during the inspection, the serviceman was not able to find any defects or damages on all furniture pieces and reported the unit was up to the manufacturer’s specifications. Mrs. [redacted] has been advised that this is the way the unit is designed and we cannot issue an exchange unless a manufacturer’s defect is found. Therefore; at this time we are unable to honor Mrs. [redacted]’s request for an exchange; no issue were found with the unit at the time of inspections. If we may be of further assistance, Mrs. [redacted] may contact us at 1-866-765-1513. 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.  
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 for the opportunity to respond to Mr. [redacted]’s complaint. Our records show on6/10/16, Mr. [redacted] purchased the [redacted] sofa and loveseat and elected to purchase a 36-month FurnitureGard Plan. Mr. [redacted] signed his contract and invoice which list the description the products...

he agreed to purchase. We show on6/13/16, Mr. [redacted]’s items were delivered and signed as received in good order; no damaged were reported regarding the furniture. Prior to receiving Mr. [redacted]’s complaint, we have no records showing that he has contacted us regarding incorrect furniture received at the time of delivery.   We researched Mr. [redacted]’s service history and found that he contacted our service department on8/6/16stating the cushions were sinking in on the sofa and the wood is making a popping noise. A service appointment was scheduled for8/17/16however; no one was available during the service appointment, and Mr. [redacted] could not be reached therefore the order was canceled. We show Mr. [redacted] contacted service again11/11/16stating the loveseat cushion was sinking in. Mr. [redacted] was originally scheduled for11/22/16but re-scheduled for12/21/16. Before the appointment, Mr. [redacted] was contacted and made aware that the serviceman was injured on a previous job and would have to re-schedule. Our records show Mr. [redacted] is currently scheduled to have a serviceman assess his sofa and loveseat on 1-17-17 due to the cushions sinking on both units. Once the serviceman assesses the furniture, we can determine what further actions are required.   Although Mr. [redacted]’s furniture does not meet the qualification for an exchange at this time; we will continue with any covered repair needs.   We have attached supporting documents with our response.   If we may be of further assistance, Mr. [redacted] may contact us at1-877-325-1252.   Kind regards,   Dyeisha W[redacted]

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]

Thank you for the
opportunity to respond to **. [redacted]’s complaint. Our records show on 1/23/14,
**. [redacted] purchased a [redacted] 55” [redacted] TV with a 49-month Repair Service
Agreement/ Accidental Plan which was financed on Conn’s Credit.
 We reviewed **. [redacted]’s
complaint and found on...

5/13/14, he contacted our Service Department stating the
screen on his television was cracked which may have been caused by his pet.
Based on **. [redacted]’s description regarding the damages, Conn’s approved an
exchange on 5/20/14 under the Terms and Condition of the RSA/ Accidental Plan. As
stated in the Terms and Condition of the RSA/ Accidental Plan once a product
has been replaced, the obligations shall be fully satisfied.
 Our records show we no
longer had the same model **. [redacted] originally purchased therefore; he was
approved for an in-store credit to re-select a different television for up to $1299.99
which is the original amount he paid. We show on 5/22/14, **. [redacted] re-selected
a [redacted] 65” Smart TV on invoice ([redacted])
for $1997.88 and elected to purchase additional coverage for $419.99
totaling $2635.48 with taxes. The approved credit of $1299.99 plus tax
($1416.98) was used towards the new television purchase which left a remaining
balance of $1218.50 (the difference in price for the television and warranty)
that was financed on a separate account however; **. [redacted] still had a
remaining balance on his original account. **. [redacted] was not charged the $1299.99
($1416.98 with taxes) because it was originally financed during his initial
purchase on 1/23/14. Our records show **. [redacted] signed a new invoice and
contract acknowledging he was aware of the product and charges associated with
his purchase.
 At this time we are
unable to honor **. [redacted]’s request; he signed his contract and invoice acknowledging
he was aware of the charges and is responsible for both accounts. **. [redacted] may
cancel the insurance on his account by faxing a copy his homeowner’s or
renter’s insurance declaration page to [redacted]. Although **. [redacted] original
warranty coverage has been satisfied he may still cancel the coverage on his
new television if he desires.  **. [redacted]
will need to submit his request in writing to [redacted].
 We have included
supporting documents 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]’s
complaint. Our records show on **/**/14; [redacted] purchased the [redacted] furniture set which consist of four pieces (sofa, loveseat and two
recliners) with a 48-month FurnitureGrad Plan, a 65” LG television with a
49-month...

Repair Service Agreement Plan and received a free 32” LG television
with his qualified purchased.
 
We received [redacted]’s complaint and found we attempted to
delivery his furniture set on four separate occasions however; each time the
units were damaged upon delivery. Conn’s agreed to return the complete
furniture set and issue a full refund to his ** account. On [redacted]/14; we
submitted a request to process a credit in the amount of $4167.54 to [redacted]’s ** account.
 
At this time we are unable to honor [redacted]’s request to void
his current GE contract; we have submitted a request to have the refund credited
towards his account. [redacted] may also contact [redacted] with any questions regarding his account. We sincerely apologize
for any inconvenience [redacted] experienced during this process.
 
If we may be of further assistance, [redacted] may contact us at [redacted].
 
 
Sincerely,
 
[redacted]