Conn's Home Plus

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]

[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 assistance with this matter, it is greatly appreciated. [redacted]

Thank you for
the opportunity to respond to [redacted] concerns regarding account
#[redacted].  [redacted] stated she
should have had a cash-option promotion on her account.
 
According to
our records, [redacted] signed a 32-month retail installment contract...

on
October 1, 2013.  There was supposed to
be a 12-month no-interest financing promotion on the account.  We submitted a manual cash-option to correct
[redacted] contract. 
 
[redacted]
was made aware that when a cash option promotion is calculated manually, She
would need to call in for the manually calculated payoff before the cash-option
ends on October 7, 2014. 
 
[redacted] is
also stating her account should be paid in full.  [redacted] paid a total of $2900.00 and her
cash option amount is for $3093.21.  This
leaves an outstanding balance of $193.21 that will need to be paid before the
cash option expires on October 7, 2014. 
 
[redacted]
stated she was not aware she had insurance on the account.  We have attached a copy of [redacted] signed contract showing that she signed and accepted the insurance as well as
the General Information Page explaining the terms of the insurance.

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 washer is on the recall list with the manufacture; 2) the unit wobbles and unbalances his loads which cause the machine to turn off leaving his clothes we; and. 3) he has contacted us about his unit but is getting the runaround regarding resolution.     Our investigation reveals that: 1) we are unable to verify that Mr. [redacted]’s washer is listed on the manufacturer’ recall list with the model and serial number listed; 2) the unit tested as acceptable when we leveled and tested Mr. [redacted]’s washer on 4/3/17; and 3) we have remained in contact with Mr. [redacted] regarding his washer, as  he has been referred to the manufacturer for further repair needs.     Our records show on 5/02/16, Mr. [redacted] purchased a [redacted] washer and dryer and elected to purchase a 48-month Repair Service Agreement Plan. We show Mr. [redacted] contacted our Service Department on 3/11/17 stating his washer is shaking, unleveled and loud. Mr. [redacted] was referred to the manufacturer to set-up a service appointment to have their technician assess the unit.   Mr. [redacted] contacted us on 3/25/17 stating the manufacture serviced the unit but is still having the same problem. A new service order was created to have a Conn’s technician re-assess the washer on 4/3/17.  During the inspection, the technician reported that he leveled and tested the washer, and the unit was working up to the manufacturer's specification.    Our records show Mr. [redacted] contacted us again on 4/17/17 stating his washer gets unbalanced during the spin cycle and stated the washer turns off/on by itself. A service appointment was originally scheduled for 4/27/17 with a Conn’s technician.   However, Mr. [redacted] contacted us on 4/25/17 stating the manufacturer already serviced his washer. At that time Mr. [redacted] claimed the technician informed him that he was unable to use the unit on extra high speed. We contacted the manufacturer on Mr. [redacted]’s behalf and was informed that the technician successfully repaired Mr. [redacted]’s washer.   We have no further records showing that Mr. [redacted] has contacted us regarding additional repair needs since his washer was serviced by the manufacturer. We attempted to contact Mr. [redacted] on 5/4/17 and 5/5/17 to verify the serial number listed on his washer but have been unsuccessful.   At this time Mr. [redacted]’s washer does not meet the qualification for an exchange. If Mr. [redacted] is in need of service, he may contact our Service Department at 1-855-266-6349 or contact [redacted] directly at 1-800-726-7864.   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 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

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 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.

Thank you for the opportunity to respond Mrs. [redacted]’s complaint regarding a purchase under the name [redacted].  Our records show on 6/29/16, Mrs. [redacted] purchased a ** high-efficiency washer with a 24-month Repair Service Agreement, a ** high-efficiency electric dryer that came...

with a limited 1-year manufacturer’s warranty, a ** side by side refrigerator with a 24-month Repair Service Agreement, a ** dishwasher that came with a limited 1-year manufacturer’s warranty, a ** OTR microwave that also came with a limited 1-year manufacturer’s warranty, and accessories.  Mr. [redacted] received a copy of Conn’s Return & Exchange Policy at the time of purchase.  Our Return & Exchange Policy state: 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 while under manufacturer’s warranty orConn's RSA, Conn's Factory Authorized Service will repair your product according to these warranties. Mr. [redacted] received all items on 7/03/16. We researched Mrs. [redacted]’s complaint and found that Mr. [redacted] contacted us on 9/02/16 regarding his dishwasher; stating the unit was displaying error code “AE”.  A service call was scheduled, however we were later contacted on 9/07/16 and advised that service was no longer needed.  On 10/19/16, Mr. [redacted] contacted us regarding his washer; stating the unit was leaking.  A service call was scheduled; during the inspection the technician found parts needed to be replaced.  On 11/03/16, the technician completed Mr. [redacted]’s repairs; by replacing the door gasket.  On 12/13/16, Mr. [redacted] contacted us regarding his washer and dishwasher; stating the washer was leaking and the dishwasher was making a loud noise.  A new service call was scheduled; during the inspection the technician found parts needed to be replaced on the washer and dishwasher.  On 1/13/17, the technician completed the repairs on Mr. [redacted]’s washer; he stalled a new clamp ASM, gasket, and clamp assembly.  On 1/18/17, the technician completed the repairs to Mr. [redacted]’s dishwasher by installing a new case ASM, sump ASM, and casing ASM.  The technician’s service reports were signed off on acknowledging that all repairs were performed and in a manner satisfactory of the consumer.  After further review, we found Mrs. [redacted] contacted our service department on 1/25/17 (7-days after the last repair was complete); stating she had property damage and requested to have a new service order scheduled. Mrs. [redacted] also stated that the dishwasher was not installed correctly and the unit was not aligned; which was caused by the last technician that assessed her unit. Conn’s has agreed to send out a technician to re-assess Mrs. [redacted]’s dishwasher at her earliest convenience.  Although we are unable to honor Mrs. [redacted]’s request to return her merchandise, we will continue with any covered repair needs. If we may be of further assistance, Mrs. [redacted] may contact our Customer Service Department 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.  
In my last response I provided proof that I returned the [redacted] in February the contract Ms. S[redacted] provided showing a credit was dated in January. I believe that is enough for an investigation

Tell us why here...Thank you for the opportunity to respond to Mr. [redacted]’s complaint. We researched Mr. [redacted]’s complaint and found that he was contacted by the district manager regarding his concerns and his issue has been addressed. 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]’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 [redacted] complaint. Our records show on 7/4/16, [redacted] purchased a [redacted] which was delivered and received in good order on 7/6/16.We researched [redacted] complaint and found he contacted our service department...

on 8/9/16 stating the ice maker only make a little ice. A service appointment was scheduled for 8/17/16; during the inspection the technician was unable to find any functional failures with the unit and reported the refrigerator is functioning up to the manufacturer’s specifications.Although [redacted] has exceeded the 30-day time frame to return/exchange his refrigerator, Conn’s has agreed to extend the option to return/exchange the unit with the required 15% restocking fee until 9/12/16. [redacted] will need to return the refrigerator to his nearest Conn’s and pay the restocking or he may elect to pay for Conn’s delivery team to pick up the merchandise for an additional $79.99 (restocking and delivery fees must be paid prior to returning the merchandise).If we may be of further assistance, [redacted] may contact us at 1-866-765-1513.Kind regards, Dyeisha W[redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’ complaint.  Our records show on 5/13/16, Mrs. [redacted] purchased a [redacted] high-efficiency top load washer and a top load electric dryer that came with a limited 1-year manufacturer’s warranty on both units; no additional RSA...

coverage was purchased through Conn’s.  Mrs. [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.  Mrs. [redacted] elected to have her washer and dryer delivered; which was completed on 6/03/16. We researched Mrs. [redacted]’ complaint and found she contacted us on 6/05/16 regarding her dryer; stating the unit was making a loud noise.  Mrs. [redacted] was redirected to delivery since her dryer was delivered two days prior.  An appointment was scheduled; during the inspection the delivery team was found to be working up to the manufacturer’s specifications.  The associate was unable to duplicate the problem Mrs. [redacted] had experienced.  After further review we did not find where Mrs. [redacted] contacted us after the inspection was completed.  We attempted to contact Mrs. [redacted] on 6/15/16 on three separate occasions to schedule a new appointment to inspect her dryer; however we were unsuccessful in our attempts.  A message was left for Mrs. [redacted] to return the call.  We ask that Mrs. [redacted] contact us directly at 1-866-765-1513 for further assistance. Kind regards,  Jana A[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 would accept the offer if it included the refund of $167.34 that I was entitled to on November 25, 2015 for overpaying.The cash option was 3049.06 if paid in full within 12 monthsI payed 161.10 for four months totaling $644.40I received two charges totaling $10 on 11.23.2015Then on 11.25.2015 I payed  $2582.00 leaving a balance of $167.34

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]

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]

[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.

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,I want to have a new contract mailed to me when the process is complete along with some sort of discount for all the harassing texts and calls to my job and home asking for a past due payment on my accounts when I have called numerous times to let them know my accounts were in the process of being combined. In addition the unauthorized credit pull was done at the local lubbock texas store. I never authorized the credit pull I was only asking about my accounts and the next thing I know I have an alert on my Equifax showing a new credit inquiry from conns . This needs to be deleted.[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,
  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

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 was promised a refund and a new washing machine. The washing machine was because the one they sold me broke. THe reason for the refund on the service agreement is because they took a month and a half to respond.  That is horrible as far as service is concerned and therefore I would like a refund on the service agreement. I was promised a refund from  the coorporate office and now they are not honoring another one of their promises. I will not be saticifed until I recieve me refund.
Regards,
Mrs. [redacted]