Conn's Home Plus

Thank you again for the opportunity to respond to [redacted]'s concerns regarding unemployment insurance.  We provided a copy of the signed contract with our last response showing that [redacted] only signed accepting the property insurance.  We are unable to add insurance on to the retail installment contract.  All insurances must be accepted at the time of purchase.  Thank you, Cheryle S[redacted]

Thank you for the opportunity to respond to [redacted] complaint.  Our records show on 3/06/14, [redacted] purchased
a [redacted] dishwasher with a 2-year Repair Service Agreement Plan and elected
Conn’s Installation service.  On 3/10/14,
[redacted] dishwasher was received and...

installed by Conn’s delivery team in good
order. On 3/18/14, [redacted] contacted the service department stating the unit powers
on but does not wash.  A service
appointment was scheduled for 3/20/14 however; the ticket was cancelled due to
the technician could not contact [redacted] while attempting to locate his
resident.  On 4/25/14, [redacted] contact
the service department again stating the dishwasher would not turn on.  A service call was scheduled on 4/28/14; upon
inspection the technician found the lever was out of place and re-adjusted the
lever; unit tested ok and no other problems were found.  On 9/08/14, [redacted] contacted service
stating the dishwasher was leaking water from underneath. A service appointment
was scheduled on 9/18/14; upon inspection the technician found a new pump motor
assembly needed to be ordered to complete repairs. Once the parts became available,
[redacted] was scheduled to complete repairs on 9/25/14. On 9/25/14, the
technician installed the new pump motor assembly and reported the unit working
to manufacturer’s specification; there were no reports of any damages to [redacted] home from the technician.  At
this time we are unable to honor [redacted] request; the dishwasher does not
meet the qualifications for an exchange and the leaking water resulted from the
pump motor failing.  [redacted] would need
to contact his homeowners insurance if repairs are needed.
If we may be of further assistance, [redacted] may contact Customer
Service 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.  
I reject the response because I spoke with 3 different people in June 2016 with instructions and information regarding the extension. I specifically asked how it would affect my credit report and the 1st agent says it would not affect me. I wasn't confident with the 1st representative answer because they provide incorrect information.   I called back with the same response then when the contractors found more to do in the house I needed to request Conn's assistance again. Although we would have to stay in efficiency apartment another month I would use their funds to pay Conns because I did not trust the appearance of mold/fungus in the house. I was in the process of being pre-approved to purchase another home then sell the existing home so the 30 days & 60 days stopped the process. So I called again to ask if it would be possible to update the information but left the negative which is incorrect (06/30 days derogatory entry). The negative still lowered the credit score. It should have been removed then reported the account positive/good standing. They will call you 8 times a day with auto dialer from several different numbers until 9:00pm at night. As a very Loyal customer and over 10 accounts over the past 11 years with excellent pay history they should verify data such as: extensions and notations on the account before ruining their credit.
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.  
You're disregarding what my previous message states. You're right the rebates are internal information of Conn's, and what your provided does not reflect my payments.
Regards,

Thank you for the opportunity to respond to Mr. [redacted]’ complaint. We contacted the sales representative regarding Mr. [redacted]’ complaint and were informed that on 10/8/16, Mr. [redacted] elected to purchase a [redacted] retailed at $1699.99 which was financed through [redacted]. Our...

records show the [redacted] was scheduled to arrive on 10/12/16 however; we did not receive shipment from the manufacturer due to the model is on back order. The sales representative stated Mr. [redacted] re-visited the store on 10/16/16 and he informed him that the unit is currently not available but that he could re-select a different model. Mr. [redacted] agreed to re-select a [redacted] notebook which also retailed for $1699.99. We show Mr. [redacted]’ original invoice ([redacted]) was cancelled and a new invoice ([redacted]) was created for the new unit. When re-selecting a different item, a second credit inquiry is not required to finance the purchase. Our records show Mr. [redacted] picked up his notebook on 10/26/16 and signed acknowledging the unit was received in good order. Mr. [redacted]’ complaint has been forwarded to upper management to address his concerns regarding his sales experience with all parties involved. 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 1-877-765-1513.  Kind regards, Dyeisha [redacted]

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.

Thank you for
the opportunity to respond to [redacted] concerns regarding account
[redacted].  [redacted] stated she paid her
account balance in full, but the account is still opened. 
 
According to
our records, [redacted] called our automated system on September 3, 2015...

was
received a payoff quote of $282.89.  The
automated system informed [redacted] that the payoff quote was good until
September 7, 2015.  We received [redacted]
payment of $282.89 on September 8, 2015. 
Due to the payment being made after the quoted payoff due date of
September 7, 2015, additional interest was assessed on the account. 
 
As a one-time
offer and a goodwill gesture, we have agreed to close the account.  We have attached a copy of [redacted] payment
history for her records.  [redacted] will
receive a close-out letter in the mail within 30 days of the account closing.
 
We value [redacted] as a customer and appreciate
her bringing her concerns to our attention. 
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 after speaking with [redacted] and her agreement to send a check for $**0.00 for the disposal of my personal property (dishwasher.  Also, the Conn's representative was not able to pickup the dishwasher due to possible water leak if they pull it out.  "They said they did not have anyway to stop water from leaking out of the garbage disposal when they remove the dishwasher drain hose from garbage disposal, so they would have to leave the dishwasher.  Today [redacted], they removed the damaged television cabinet. Today [redacted] spoke to the representative while at my  house and gave them instructions to leave the dishwasher.  [redacted] advised me that she would expedite the check today for $**0.00 and wait to give me credit for the dishwasher until I purchase another, whether it be from Conn's or not.  She asked me to call her as soon as I purchase a dishwasher, she would have [redacted] dishwasher picked up and give me the credit then.  The invoice they sent to you has a credit for all the balance, if this is so, then great!  I will call [redacted] to make sure if this is the actual receipt and it hasn't been voiced, due to the fact that she said she would only credit the t v stand at this time.

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]

[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.

Thank
you for the opportunity to respond to Mrs. [redacted]’s complaint. Our records
show on 2/6/15, Mrs. [redacted] purchased the [redacted] living room set
which consist...

of two pieces (sofa and loveseat) both with a 48-month
FurnitureGard Plan. Mrs. [redacted]’s delivery was scheduled and received in good
order on 2/8/15; no damages to the furniture were reported at the time of delivery
however; it was notated that Mrs. [redacted]’s drywall was damaged during
delivery.
 
We
received Mrs. [redacted]’s complaint and found she contacted our service
department on 2/9/15 stating the back of the sofa was very loose and seams were
coming undone and the footrest keeps popping out on the loveseat. A service
appointment was scheduled on 2/18/15; the serviceman found the bolts were loose
on both units and was able to tighten the bolts to repair, no parts needed for
repairs. Mrs. [redacted] contacted our service department again regarding the same
issue with her loveseat. A service appointment was scheduled for 3/11/15 to re-assess
the loveseat.
 
Although
we are unable to honor Mrs. [redacted]’s request to return her furniture, Conn’s
has agreed to issue an exchange on both the sofa and loveseat after further
reviewing her repair needs. We attempted to contact Mrs. [redacted] on 3/3/15 to
discuss her concerns however; we were unsuccessful in our attempt and left a
voice message to return our call. Mrs. [redacted] may elect to receive an even
exchange on both furniture pieces or we can issue a store credit for $2599.98
(which is the original amount paid for both pieces) to re-select different
furniture.
 
In
regards to Mrs. [redacted]’s claim regarding the damages to her wall during
inspection, we have confirmed that Mrs. [redacted]’s was scheduled and signed
acknowledging that the repairs to her wall was completed to her satisfaction on
3/2/15. We sincerely apologize for any inconvenience Mrs. [redacted] experienced
during this process. Mrs.
[redacted] may contact us directly at 1-866-765-1513 with her option regarding the
approved exchange.
 
 
Kind
regards,
 
Dyeisha
W[redacted]

Thank you for the opportunity to respond to Mrs. [redacted] complaint. Our record show on 7/29/16, Mrs. [redacted] purchased a [redacted] washer and dryer, dryer duct with clamps, washer hose and dry cords. Mrs. [redacted] delivery was scheduled for 7/30/16; our records show she was contacted the day before...

delivery to confirm her delivery and estimated time of arrival. Mrs. [redacted] requested to have her merchandise dropped off only and remain sealed. Mrs. [redacted] signed her delivery receipt acknowledging that she received her merchandise in good order.   We researched Mrs. [redacted] concerns and found she contacted our customer service department on 8/5/16, stating after moving into her new home and unwrapping the dryer she noticed the unit has scratches on it and is missing the hose. We are unable to determine when or how damages may have occurred once delivery is complete as no issue was reported at the time of delivery and Mrs. [redacted] had moved the items after they were delivered by Conn’s. Mrs. [redacted] has been informed that we are unable to compensate for any damages found after delivery was completed.   Mr. [redacted] was contacted and as a gesture of goodwill we agreed to mail a new wrench and steam kit via express mail.   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 Ms. [redacted] concerns regarding account [redacted]. Ms. [redacted] stated she is owed a refund of $350.04.   According to our records, on January 26, 2017, Ms. [redacted] scheduled a payment in the amount of $350.04 to post to her account on February...

24, 2017 as part of a settlement agreement.  On March 20, 2017 the payment in the amount of $350.04 was refunded to Ms. [redacted] card.  WE have included a copy of Ms. [redacted] payment history and payment cancellation confirmation for her records.   If Ms. [redacted] has not received the payment refund, she will need to contact her financial institution.   Conn’s appreciates Ms. [redacted] for bringing her concerns to our attention.

I don't have any documentation.  The gentleman that came by took pictures.  I did not purchase the extended warranty but that it should be processed under the manufacture warranty.

Thank you for the opportunity to respond to **. [redacted]’
complaint.  Our records show on[redacted], **.
[redacted] purchased ** 60” [redacted] Smart TV with a (48-month Repair...

Service
Agreement).  **. [redacted]’ signed invoice indicates at the time of purchase
he acknowledged he was provided a copy of the Repair Service Agreement and that
he understood the coverage associated with the product.  **. [redacted]
elected to pick up his television from his local warehouse located in [redacted],
TX; we show **. [redacted] signed his pick up slip acknowledging his television was
received in good order.
After researching **. [redacted]’ complaint we found he contacted our
service department on [redacted]; stating
his television had no sound or picture.  A service call was scheduled for [redacted]; during
the inspection the technician found the television was uneconomical to
repair.  Therefore, **. [redacted]’ television was submitted for an exchange
under the Terms and Conditions of the Repair Service Agreement.  **.
[redacted] was contacted on[redacted] and he was made aware
of his exchange approval and was also advised he would need to return the old unit
to the store location to initiate the exchange.  **. [redacted] was issued a
credit up to the original amount paid which was $1,599.97 to re-select a
television because the original model was no longer available. 
Our records indicate **. [redacted] went into his local Conn’s store
to re-select a new TV; however he selected a television at a lesser cost and
requested to have the difference applied to new warranty purchase.  **.
[redacted] was advised we were unable to apply the exchange credit to the purchase
of the warranty; **. [redacted] requested to have a refund instead of
re-selecting. 
As of [redacted], **.
[redacted] has not returned his old unit to his local Conn’s location to initiate
his exchange or have the refund processed.  We will be more than happy to
assist **. [redacted] regarding his concerns; however he will need to return the
old unit to his local Conn’s.  
If we may be of further assistance, **. [redacted] may contact our
Customer Service Department at [redacted].
Kind regards,
 
[redacted]

Thank you for
the opportunity to respond to Mr. [redacted]’ concerns regarding account
[redacted].  Mr. [redacted] stated we debited
his checking account for a payment he did not authorize.  He would like the NSF fees reimbursed to him.
 
According to
our records, Mr. [redacted]...

scheduled a payment through our Conn’s webpay service
on August 22, 2015 to post to his account on August 28, 2015.  On September 1, 2015, Mr. [redacted] scheduled
another payment to post to his account for that date.  Both payments posted to the account were
scheduled by Mr. [redacted].  We have
included copies of his payment confirmations for his records. 
 
Conn’s
respectfully disagrees that we posted the payments without your permission, as
Conn’s employees do not have access to customers’ webpay services.  We are in the process of refunding one payment
of $150.46 as requested by Mr. [redacted]; however, he will need to contact his financial
institution regarding any NSF fees he may have received due to the payment
processing.  We ask that Mr. [redacted]
please allow 14-21 business days for the payment refund to process. 
 
We value Mr.
[redacted] as a customer and appreciate him for bringing his concerns to our
attention.  Thank you,Cheryle [redacted]

Thank you for the opportunity to respond to [redacted]’s concerns regarding an account.
According to our records, [redacted] purchased several items creating invoice #[redacted].  The items on this invoice were financed through [redacted].  We have attached a copy of the...

invoice as well as an authorization page signed by [redacted] accepting the terms of the financing.  
If [redacted] has any additional concerns regarding the account, she will need to contact [redacted] at [redacted].
Thank you,
[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.  
Once again. They are still skipping around. How many times must I state that the service man wrote that he cleaned my SPOTcleaned my furniture but did not actually touch it? This company is not holding up there end of the agreement. They are saying there are no records or me calling?? Do I need to hire an attorney and have all my phone records pulled showing how many times I have called and how many times they just give me another number? I'm so angry and uo set. I will never give them my business again. I will continue to pay my dept but will look for a different company to fill my home.
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.  
the response was very poorly addressed to my concerns on behalf of my father.  Everything in the response was exactly what I stated on my original complaint and concerns to Conn's.  Nothing that was responded answered my concerns over the inconvenience of the Thanksgiving holiday nor did the response addresses why Conn's and their repair service could NOT or WOULD NOT put any urgency to get the poor appliance sold to my father repaired. He was never provided with a copy of the contract so I am not able to verify anything that Is being stated in the response!  And because we have yet to be contacted by anyone to apologize for this poor service and lack of consideration, I will assume that this is also a way for Conn's to the deflect and not take responsibility for the poor appliances and service they provide to the consumers.  In reviewing all the negative reviews, I can surely understand why my complaint and concerns have continued to be ignored.My treatment with their "customer service" was not addressed In the response either.  I do expect Conn's to take responsibility of selling a poor product to a senior citizen and not have a conscience that he ended having to purchase a 2nd appliance because Conn's completely ignored my calls and urgency to have this addressed IMMEDIATELY!!
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 called before the 29th with my concerns on the set I have, but the store did not take them seriously until later. I've spent many hours in that store trying to get information and figure out when I'd be able to get this set replaced. The reason I kept pointing out things to the service man that inspected the furniture is because I keep noticing things each day. I don't want a replacement with the same brand and make furniture. I would like to pick something else that won't fall apart within in days of it being delivered.
Regards,