Conn's Home Plus

Thank you for the opportunity to respond to Mr. [redacted]’s complaint. We researched Mr. [redacted]’s claim and found that his issue is regarding a purchase listed under [redacted]. Our records show on 6/5/16, Mrs. [redacted] bought a Frigidaire refrigerator and elected to buy a 36-month Repair...

Service Agreement Plan. Mrs. [redacted] signed her invoice acknowledging that she received a copy of the RSA brochure and was aware of the coverage associated with the product. After further researching Mr. [redacted]’s complaint we show on 11/1/16, the store manager contacted our service department on Mrs. [redacted]’s behalf stating the door handle on the fridge fell off and she is requesting service. Our records show a service representative spoke to Mr. [redacted] the same day and informed him that the reported damage to the unit is not covered under the Terms and Conditions of the manufacturer’s warranty or the RSA Plan purchased. We have no further records showing that Mr. [redacted] or Mrs. [redacted] has contacted us regarding any further issues with the unit. At this time we are unable to honor Mr. [redacted]’s request; the manufacturer’s warranty and Conn’s RSA Plan excludes consumable items. Please visithttp://www.conns.com/rsa-tc and refer to Number (5) Exclusions; Letter (d).  If we may be of further assistance, Mr. [redacted] or Mrs. [redacted] may contact us at1-866-765-1513.  Kind regards, Dyeisha W[redacted]

Thank you for
the opportunity to respond to Mr. [redacted]’s concerns regarding his accounts.  Mr. [redacted] stated the sales associate told him
that we would combine all his accounts into one account.
 
We were able
to combine all the accounts except account #[redacted] due to the...

balance on the
account and the no-interest financing promotion on the account. 
 
Mr. [redacted] now
has two accounts with Conn’s.  Account
#[redacted] and account #[redacted] are still open. 
 
If Mr. [redacted]
has any further questions he may contact our customer service department.
 
We value Mr.
[redacted] as a customer and appreciate him bringing his concerns to our
attention.  Thank you,Cheryle S[redacted]

Thank you for the opportunity to respond to Mr. [redacted] complaint. We reviewed Mr. [redacted] complaint and found that his issue has been addressed. Our records show Conn’s approved an exchange and Mr. [redacted] was delivered a new console on 1/15/17 at no additional cost. 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]’ additional
comments.  We have not been able to
confirm Mrs. [redacted] was told something contrary to the written policies which
were provided at the time of purchase. 
Again, Mrs. [redacted] signed her invoice and contract confirming the
Sealy (Tropic Waters) mattress is the mattress she selected and
purchased.  Therefore, we are unable to honor Mrs. [redacted]’ request to
return/exchange her mattress.




 
Kind regards,
 
Kathryn [redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s additional comments. As mentioned in our previous responses, Mr. [redacted] elected to pick up his television from Conn’s warehouse and signed his pick up slip acknowledging no problems were found with the unit. Mr. [redacted] had the television in his possession for 7 days before contacting us regarding any issues with the unit. We cannot determine when or how damages may have occurred once the unit has left the warehouse. As listed on Mr. [redacted]’s signed pick up slip provided in our previous response: “Conn’s Home Plus does not assume or claim any responsibility for damages (i) occurring to any item picked up at Conn’s Home Plus (ii) arising out of or in connection with the transportation of you merchandise”. Conn’s service technician assessed the unit and found a new panel was needed to complete the repairs however; Mr. [redacted] has refused repairs. Although Mr. [redacted] television does not meet the qualification for an exchange, we will be happy to continue with any covered repair needs. Mr. [redacted] may contact our service department at 1-855-266-6349 to schedule service at his earliest convenience. In regards to Mrs. [redacted]’s concern regarding the insurance added to the account, our records show on 9/27/16 a credit of $998.35 was processed to Mr. [redacted]’s account after receiving his request and documentations for cancellation. We have attached a copy Mr. [redacted]’s Loan Ledger with our response. If we may be of further assistance, Mr. or Mrs. [redacted] may contact us at 1-866-765-1513.  Kind regards, Dyeisha W[redacted]

Thank
you for the opportunity to respond to [redacted]’s complaint. Our records show on
9/22/15, Mr. [redacted] purchased a [redacted] side-by-side refrigerator and elected to
purchase Conn’s Installation to connect the waterline. Mr. [redacted]’s refrigerator
was delivered and signed acknowledging he received his...

items in good order on
9/23/15.
We
contacted Mr. [redacted] on 11/13/15 to discuss his concerns; during the conversation
he stated the installer was unable to go into attic to complete the
installation. Therefore; Conn’s has agreed to issue a refund for the
installation fee of $108.19. We ask Mr. [redacted] to please allow 7-10 business days
for the refund to process on his account. 
We appreciate Mr. [redacted] for bringing this matter to our attention and we
sincerely apologize for any inconvenience he experienced during this process.
 
If we may be of further assistance, Mr. [redacted] may contact Customer
Service at [redacted].
Kind regards,
Dyeisha W[redacted]

Thank you for
the opportunity to respond to Mrs. [redacted]’ concerns regarding account
#[redacted].  Mrs. [redacted] stated Conn’s is
trying to debit a payment from her account without her authorization. 
 
According to
our records, Mrs. [redacted] signed a 30-month retail...

installment contract on
October 25, 2014.  Mrs. [redacted]’ first
payment was due on November 25, 2014. 
Mrs. [redacted]’ logged into our web-pay system and submitted her payments
as follows:
 
 
DATE                            AMOUNT
          PAYMENT
METHOD
November 25,
2014      $132.14          Personal checking ending in [redacted]
December 26,
2014      $132.14          Master Card ending in [redacted]
February 5,
2015          $137.14          Personal checking ending in [redacted]
February 25,
2015        $132.14         
Personal checking ending in [redacted]
March 25,
2015            $132.14          Visa Card ending in [redacted]
May 2,
2015                 $132.14          Visa Card ending in [redacted]
May 31,
2015               $132.14          Personal Checking ending in [redacted]
June 12,
2015              $137.14          Visa Card ending in [redacted]
 
 
 
Mrs. [redacted]
has initiated each payment through our web-pay system and she currently has
checking account ending in [redacted] and Visa card ending in [redacted] on file through
the web-pay service.  Conn’s does not
have access to log into Mrs. [redacted]’ personal web-pay account. 
 
Conn’s takes
the privacy of our customers very seriously and would notify all customers in
the event of a data breach or system breach. 
We have attached copies of each payment confirmation Mrs. [redacted] has
received via email for the payments she processed through our web-pay service.  If Mrs. [redacted] entered the checking account
information in error on her personal web-pay through Conn’s, she may log into
the system and delete any account she does not wish to schedule her payments
from.  If Mrs. [redacted] feels someone has
gained access to her personal log in information, we suggest she change her
password information. 
 
We are unable
to refund Mrs. [redacted] any fees she may have incurred with her financial
institution regarding the payments she processed and authorized through our
web-pay service. 
 
If Mrs. [redacted]
feels there has been a breach regarding her banking information, she will need
to contact her financial institution to inquire further.
 
We value Mrs.
[redacted] as a customer and appreciate her bringing her concerns to our attention.
Thank you,Cheryle [redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’ complaint.  Our records show on8/06/16, Mrs. [redacted] purchased a ** high-efficiency washer and gas dryer that came with a limited 1-year manufacturer’s warranty on both units and accessories invoice[redacted].  We also show Mrs. [redacted]...

made another purchase on8/14/16on invoice[redacted]this invoice consisted of a [redacted] 65” [redacted] 4K Smart TV that came with a limited 1-year manufacturer’s warranty and a ** French door refrigerator that came with a limited 1-year manufacturer’s warranty.  Our records indicate Mrs. [redacted] changed her mind and cancelled the refrigerator from invoice; once the cancellation was initiated a credit/refund in the amount of $2,597.99 was processed.   We show Mrs. [redacted] took advantage of Conn’s Price Guarantee on her [redacted] 65” TV; we show a credit/refund in the amount of $324.75 was processed to Mrs. [redacted]’ [redacted] credit card.  After researching Mrs. [redacted]’ complaint we found there was a ** washer and dryer pair that was on sale however, it was not that same models purchased.  In efforts to resolve Mrs. [redacted]’ dispute we shopped our competitors and did not find the price lower than what Mrs. [redacted]’ paid for each of the items therefore, we are unable to offer a discount.    If we be of further assistance, Mrs. [redacted] may contact our Customer Service Department at1-877-358-1252.      Kind regards,     Jana [redacted]

Thank you for the
opportunity to respond to Mrs. [redacted]’s additional comments. As previously
stated, Mrs. [redacted] elected to have her dishwasher delivered on 11/23/15.
However, it was installed by someone other than Conn’s. We are unable to
determine who caused the damage to the wires. However, we will continue to
service her unit under the terms and condition of the manufacturer’s
warranty.
If we may be of further
assistance, Mrs. [redacted] may contact our Customer Service department at 1-877-358-1252.





 








Kind
regards,
 
LaKena
[redacted]
 




 





















1/29/2016

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.   Sent: Thursday, September 29, 2016 1:56 AM Subject: Re: Revdex.comI received a phone call from conns they told me that ** approved an exchange for a different refrigerator,the following day I went to conns and picked a refrigerator that was less than the one that I purchased the sales guy told everyone that if I choose one that is less I would loose the difference,and conns previous statement they say that the repair people replaced a gasket and other parts which they did not,what they told me is that those lg refrigerators are known for that door problem,also I contacted them before there return policy time,I don't think I should lose the difference in work hard for my money and why have a return policy if there not going to apply it.

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint. We were unable to locate Mrs. [redacted]’s account with the information provided. We attempted to contact Mrs. [redacted] on 3/22/17 and 3/23/17 to discuss her concerns but were unsuccessful and left a voice message to return our call. Mrs....

[redacted] may contact us at 1-866-765-1513 for further assistance.   Kind regards, Dyeisha W[redacted]Customer Relations 1-866-765-1513

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.  
Sent: Tuesday, January 20, 2015 9:47 AM To: drteam Subject: Re: You have a New Message from Revdex.com Regard[redacted] Complaint #[redacted]   First of all purchase price was $606.19 verified by letter sent to me sept 25, 2013. I started phon[redacted] cons when I received bill prior to 3/20. $72.11 was estimated by the "bill collector" from conns. My payment of $34.08 was payed on the 20th(dates conns gave me over the phone and from my records). Conns knows exactly what they are do[redacted] and how they are do[redacted] it. They treated me a great customer wrong and they will no longer get my family or the people I can reach any longer. Conns you won. After over a hundred calls as much as 10 times a day my husband payed. He did not want me march[redacted] with a sign in front of conns to try to get conns to stop call[redacted]. They tell you they are go[redacted] to keep call[redacted] until you pay. Is this who you want to do business with?They know people think they have 6 mo but pmt dates after purchased date. Conns goes to the extent of send[redacted] you a letter they are go[redacted] to share your info which contains your personal information.  I know I was try[redacted] to pay but they could not explain "the balance due" so why would they expect payment. My last phone conversation with conns they told me we didn't receive insurance verification until 21st after contract over, due 20th. You are be[redacted] deceitful and it will catch up with you!! You say your glad I br[redacted] this to your attention but the 3 or 4 times I debated the balance due you denied it. With people like you I don't have to do anyth[redacted] further you will wash yourself out your desperate behavior seems your already hurt[redacted]. You will never retain your good customers. I am proof. If you would just let people pay without your tricks they would gladly use you but I can see it is not in your nature to do the right th[redacted] and build a reputable business. What goes around comes around and me and I'm sure a lot of other unhappy customers will take our cash somewhere else. Never to deal with you again. 
Regards,

Thank you for the opportunity to respond to Ms. [redacted]’s concerns regarding account [redacted]9135.  Ms. [redacted] stated she is disputing the remaining balance owed on the account.    According to our records, Ms. [redacted] signed a 32-month retail installment contract on October 24,...

2015.  That contract included our 12-month no-interest financing promotion (“cash-option”).  Per the terms of the “cash-option” Ms. [redacted] agreed to pay $3599.20 on or before the “cash-option” expiration date of October 24, 2016. We have included a copy of Ms. [redacted]’s signed retail installment contract as well as her signed “cash-option” acknowledgement page for her records.    Ms. [redacted] received invoice credits in the amounts of $6.60 and $15.04. This reduced her “cash-option” price to $3577.56.  On March 12, 2016, Ms. [redacted] requested one payment in the amount of $166.77 be moved to account [redacted]2934. That request was completed on March 18, 2016.  As of November 2, 2016, Ms. [redacted] has paid a total of $3435.77 leaving an outstanding balance due of $139.79.  Ms. [redacted] will need to pay $139.79 on the account on or before November 4, 2016 in order to qualify for the “cash-option.”  The interest will be assessed on the account after that date.  We have included a copy of Ms. [redacted]’s payment history for her records.    Conn’s values Ms. [redacted] as a customer and appreciates her for bringing her concerns to our attention.  Thank you, Cheryle [redacted]

Thank you for the opportunity to respond to Mr. [redacted]’ additional comments. Prior to receiving Mr. [redacted]’ complaint, he has never mentioned any damages caused by Conn’s serviceman during any visit to his residence for inspections or repairs. As mentioned in our previous response, we have ordered the parts from the manufacturer to repair the sofa and loveseat. Once Mr. [redacted]’ received the parts, he may contact our Service Department at 1-855-266-6349 to schedule an installation date. Also, Mr. [redacted] mentioned in original response that he regularly sleeps on his furniture. We do not recommend that consumer sleep on the furniture as the unit will begin to display early signs of wear and tear. The seat cushions are generally made with denser foam and are not designed to withhold long periods of body impression.  If we may be of further assistance, Mr. [redacted] may contact Customer Service at 1-877-358-1252  Kind regards, Dyeisha [redacted]

Conn's
Did bring me a new television. I received the television on Saturday. I am happy with the outcome of this issue.
[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
the opportunity to respond to Mr. [redacted]’s concerns regarding accounts
[redacted] and [redacted].  Mr. [redacted]
stated his accounts were supposed to be merged and have not been.
 
According to
our records, Mr. [redacted] signed a 30-month retail installment contract on...

May
10, 2015.  This contract created account
[redacted] and was a standard installment account.  On May 17, 2015 Mr. [redacted] signed a second
contract created account [redacted] and this contract included our 12-month
no-interest financing promotion (“cash-option”). 
 
Due to the two
accounts having different financing terms and account [redacted] having a “Cash-option”,
the two accounts were not able to be combined. 
 
The $1244.85
that was added to account [redacted] was reversed and added back to account
[redacted].  We have attached copies of your
payment histories that reflect the changes to each account. 
 
Conn’s values you
as a customer and we sincerely apologize for any inconvenience you have
experienced due to this matter.  Thank you,Cheryle [redacted]

Thank
you for the opportunity to respond to [redacted]. [redacted]’s additional comments. We
sincerely apologize for the delay.  [redacted].
[redacted] has been contacted and delivery was completed on [redacted].
 
Kind
regards,
 
[redacted]
[redacted]

Thank you for
the opportunity to respond to [redacted]’s concerns regarding the combining of
her two accounts. 
 
According to
our records, [redacted] signed a 30-month retail installment contract on
December 29, 2012 which created account #[redacted].  This contract...

included a 12-month no-interest
financing promotion.  [redacted] signed another
30-month retail installment contract on June 27, 2014.  This contract created account number [redacted].
 
These two
contracts could not be combined because [redacted] has the 12-month no-interest financing
promotion on account #[redacted].  When
one contract has the no-interest financing promotion, it cannot be combined
with other retail installment contracts. 
 
[redacted] has
not received any negative credit marks on either account.  The next payment on account #[redacted] was
due on November 10, 2014 with a minimum amount due of $70.87.  The next payment on account #[redacted] is not
due until January 10, 2015 in the amount of $100.13.
 
We value [redacted] as a customer and appreciate her bringing her concerns to our
attention.  Thank you,Cheryle S[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.  
The issues I have is the refund process. Is it 30 business days from Decemeber 7, 2016 or when? An exact date needs to be sent to me on when I should expect this refund. 30 business days is unacceptable.Secondly, I would like a letter from Conn's on their letter head in regards of the marks being removed from my credit report. This way , when I go to review my credit report and these things have not been removed, I have proof that Conn's was suppose to remove them and take further action.They were marked on my report quickly but take longer to remove. This is unacceptable and my request needs to be met for my records.
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.  
[Provide details of why you are not satisfied with this resolution.]
Regards,
  I will never do business with conn:s because I do not trust them because they do not honor their sales prices and I am going to tell everyone I know how I was treated and advised them not to do business with conns I am doing business with another furnture store  and they honor the price;s of their munchdise . Thank  you [redacted]