Conn's Home Plus

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]

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.  
Conn sold me a piece of junk which had a major problem on the first day and wast a lot of my time already.   I don't have time to play Conn's game any more.
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.  
From: [redacted] [mailto:[redacted]] Sent: Friday, April 17, 2015 8:00 AM To: drteam Subject: Re: You have a New Message from Revdex.com Regarding Complaint #[redacted]   This is NOT been resolved and I have NOT received anything from you indicating you tried to contact or reach out to me. --------------------------------------------
Regards,

Thank you for the opportunity to respond to Mr. [redacted]’s complaint. Our records show on 10/4/16, Mr. [redacted] purchased a 55” [redacted] 4K Curved TV which comes with a 1-year limited manufacturer’s warranty; no additional coverage was purchased with Conn’s. We researched Mr. [redacted]’s complaint...

and found that he contacted our service department on 11/14/16 stating the HDMI ports are not working on the television. A service appointment was scheduled for 11/18/16; during the inspection, the technician found a new main board was needed for repair. The technician ordered the part through the manufacturer which arrived on 11/28/16. Mr. [redacted] was contacted and scheduled his part installation for 12/5/16. During the installation, the technician installed the new main board and updated the software to complete the repairs. Our records show Mr. [redacted] contacted our service department again on 12/8/16 regarding the same issue. A service appointment was scheduled for 12/12/16 to re-assess the unit. During the inspection, the technician found that the main board previously installed was bad a needed to be replaced. The technician submitted a request to the manufacturer in attempts to get the unit exchanged, however; the request was denied, and we were advised to continue with repairs. A new main board was order through the manufacturer and installed on 12/30/16. We show Mr. [redacted] contacted our customer service department on 1/3/17 stating the unit is still not working and requested an exchange. Although the manufacturer exchange request is still pending; Conn’s has agreed to issue a credit for up to $799.99 to re-select a new television in attempts to resolve this matter. Mr. [redacted] may visit his nearest Conn’s to initiate the approved exchange. 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 1-877-325-1252. Kind regards, Dyeisha W[redacted]

Thank you for
the opportunity to respond to Ms. [redacted]’ concerns regarding her accounts.  Ms. [redacted] stated she had two existing
accounts with Conn’s, made a new purchase and the two existing accounts were
added on to the new account. 
 
According to
our records, Ms....

[redacted] had two existing accounts with Conn’s; account
[redacted] and [redacted].  Ms. [redacted] made
an additional purchase on August 10, 2015 creating account [redacted].  On August 10, 2015, Ms. [redacted] signed a 32-month
retail installment contract.  This
contract added on the balance from account [redacted]; however, it did not include
the balance from account [redacted].  Ms.
[redacted] continued to make the payments on account [redacted].  No additional payments were applied to
account [redacted] after it had been merged with account [redacted]. 
 
Ms. [redacted]
stated she was not aware her account number had changed.  Ms. [redacted] received a new payment booklet in
the mail with the new account number within 7-10 business days of the account
opening. 
 
Ms. [redacted]
currently has two accounts opened with Conn’s. 
Account [redacted] and [redacted]. 
We have included a copy of Ms. [redacted]’ payment histories, and signed
retail installment contracts for her records as verification that the payments have
been applied to the correct accounts. 
 
We value Ms.
[redacted] as a customer and appreciate her for bringing her concerns to our
attention.  Thank you,Cheryle [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]

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,

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 need to make sure that the new washer will be delivered free of charge for the inconvience that we have incurred during this time.  It was not my fault that Conns cant service their equipment in a timely manner.
[Provide details of why you are not satisfied with this resolution.]
Regards,

We
appreciate Ms. [redacted] for bringing her concerns to our attention.  Ms. [redacted] is not the cardholder for the
purchase that she has reference in her complaint.  We have attempted to contact the cardholder;
however, we were unsuccessful in our attempt. We will be glad to discuss...

this
matter further if he would contact me directly [redacted] ext [redacted].
The contact
information listed on the complaint belongs to a third party; therefore we are
unable to release any account information at this time. 
 
Kind regards,
 
Kathryn [redacted]

Thank you again for the opportunity to respond to [redacted]'s concerns regarding her account.  We are unable to stop the charge-off process without a payment posted on the account. [redacted] stated in one of the recorded calls that she knew she was at least four months behind on the account.  The only way to prevent the account from charging off is to accept the payment arrangements offered to her.  This will allow [redacted] the time she states she needs to locate the proof of payments. Thank you, [redacted]

Thank you for the opportunity to respond to Mr. [redacted]’s additional comments. As mentioned in our previous response, Mr. [redacted]’s last service call with Conn’s was completed on 2/19/16; the technician reported he replaced the control panel box assembly to complete repairs. We show Mr. [redacted] contacted us after his warranty expired on 3/22/16 for repairs but was informed that the unit was no longer covered under the manufacturer’s warranty. Mr. [redacted] has been advised on several occasions that we are unable to issue an exchange on his dishwasher; the unit was successfully repaired while covered under the manufacturer’s warranty.  If we may be of further assistance, Mr. [redacted] may contact us at 1-866-765-1513.  Kind regards, Dyeisha [redacted]Customer Relations

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 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]

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,
  Conns said that at the time of my purchase that there wasn't a promotion going on and that is a lie ! They had a banner hanging over where the washer and dryer were sitting. The salesman came up to myself and my son and told us of the promotion. He ( Andre ) fixed my papers and explained about the promotion and had me to sign some papers. I did not read them because I have very poor eyesight ( Macular degeneration, cataracts and Corneal Dysterphy in both eyes and I made the mistake of trusting the salesman. He was fired shortly thereafter. I've ben told by three of the salesman at Conns different reasons why they let him go, also they told me on the phone while they were talking to me that I did qualify for the promotion ! Conns is lying and most likely will get away it but you know what , some day we all have to stand before our maker and to what I've seen on their reviews they are doing a lot of people like they are doing me and each one of them will have to answer for what they are doing. I want to ask this question, I'm a 68 yr old woman that can't hardly see, very poor health, don't move around very well. ... Would be going to this trouble if it wasn't true. I know the amount is nothing to them but it would be a big help to me. I'm a widow and I need every penny I have to survive. All I can say to Conns is Lord have mercy on you.

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 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]

Revdex.com:
This letter is to inform you that Conns Appliance, Inc. has carried out to my satisfaction the resolution it proposed for my complaint, filed on 9/8/2015 3:26:11 PM and assigned ID [redacted].
Regards,

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]

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.  
They did contact us and scheduled a pick up day and time. My father stayed at my house all day waiting for them and they never showed up. We still have not heard from them. When I try and call I am told to try again later or told that they will return my call. I have specifically asked that they call my number after 4pm as my husband and I are both school teachers and we cannot answer our phones when we have students in our classes. I really want this resolved ASAP as we are going on 2 months. 
Regards,
  [redacted]