Conn's Home Plus

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,

Thank you for
the opportunity to respond to Ms. [redacted]’ concerns regarding a delivery
fee.  Ms. [redacted] stated she saw an
advertisement for free delivery; however, she was charged for delivery.
 
Conn’s would
like to thank Ms. [redacted] for bringing this matter to our...

attention.  It has been corrected and we have refunded
Ms. [redacted] delivery fee of $79.99 plus tax. 
Ms. [redacted] will receive her refund check in the mail within 7-14
business days. 
 
Conn’s values Ms. [redacted] as a customer and
sincerely apologizes for any inconvenience she has experienced due to this
matterThank you,Cheryle [redacted]

Thank you for
the opportunity to respond to Ms. [redacted]’s concerns regarding account
[redacted]7331.  Ms. [redacted] stated she paid
her account balance in full; however, her account remained opened. 
According to
our records, Ms. [redacted] made a payment of $1340.41 on her account...

on December
22, 2014; however, insurance had accrued on the account causing the payoff amount
to increase. 
As a goodwill
gesture, we have reinstated the “cash-option” and closed the account.  We have attached a copy of Ms. [redacted]’s
payment history as record that the account has a zero balance.  Ms. [redacted] will receive a close-out letter
in the mail within 30-business days of the account closing.
We value Ms.
[redacted] as a customer and sincerely apologize for any inconvenience she may
have experienced due to this matter.  Thank you,Cheryle S[redacted]

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]

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.

Thank you for the opportunity to respond to Mr. [redacted]’s complaint.
Our records show on 8/01/14, Mrs. [redacted] purchased the [redacted] Queen bedroom
furniture set which consisted of seven pieces (headboard, footboard, queen
posts, queen rails, chest, dresser, and mirror), a [redacted]...

Queen mattress,
a [redacted] Queen Motion Perfect 2 adjustable base, and received two free 32”
Haier’s television.
We received Mrs. [redacted]’s complaint and found she was originally
scheduled for delivery on 8/2/14 however; some pieces of the bedroom furniture were
damaged during delivery. After failed attempts to delivery Mrs. [redacted]’s
entire bedroom set in good condition, Conn’s has agreed to exchange the
complete bedroom set; Mrs. [redacted] will be contacted to arrange her delivery
date.
Although we are unable to honor Mrs. [redacted]’s request to issue
a full credit for the bedroom set, Conn’s is willing to offer her 10% off her
entire purchase and issue a credit to her account in the amount of $139.99 for the
delivery fee.
If we may be of further assistance, Mrs. [redacted] may contact us at
[redacted].
 
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.  
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 [redacted]
complaint.  Our records show on */22/14, [redacted] purchased
a...

** refrigerator with a 48-month Repair Service Agreement.  [redacted]
elected to have her refrigerator delivered; we show [redacted] signed
acknowledging her refrigerator was delivered on **23/14 in good order.
 
Our records show [redacted] contacted our service department on */03/14; stating the refrigerator was not freezing and not holding its
temperature.  A service call was scheduled for */04/14; during the inspection the technician found the refrigerator was
working up to the manufacturer specifications.  The technician also
notated on his service report which [redacted] signed; [redacted] informed
the technician she wanted the freezer to be at zero degrees at all times. 
[redacted] was informed that the freezer will go into defrost mode every 8-10
hours for 20-30 minutes and that the refrigerator was working as designed.
 
At this time [redacted] refrigerator does not meet the
qualifications for an exchange; Based on the technician’s service report [redacted] refrigerator is working properly up to the manufacturer
specifications.  Although, we are unable to honor [redacted] request
to return/exchange her refrigerator; as a gesture of goodwill Conn’s is willing
to honor her request for a full refund for the warranty purchased.  [redacted] may visit her local Conn’s location with [redacted] used to make her
purchase to have warranty refunded.       
 
 
If we may be of further assistance, [redacted] may contact
[redacted] at [redacted].[redacted]

Thank you for the opportunity to respond to Mr. [redacted]’s concerns regarding account [redacted].  Mr. [redacted] stated he has not received an insurance reimbursement check and he would like his cash-option reinstated.    According to our records, Mr. [redacted]’s refund check was mailed to the...

address on file on July 20, 2016.  That check was returned to Conn’s.  On August 2, 2016 a new check was sent to an updated address.  We ask that Mr. [redacted] please allow 10-14 business days for the check to arrive.    Mr. [redacted] also stated he would like his “cash-option” reinstated on accounts [redacted] and [redacted].  According to our records, Mr. [redacted] signed a 32-month retail installment contract on March 3, 2016.  That contract included our 12-month no-interest financing promotion (“cash-option”).  Per the terms of the “Cash-option” agreement, the “cash-option” is void if the required monthly payment has not been made within 10 days of each month’s due date or the unpaid portion of the total “cash-option” price is not paid within 10 days of the expiration date.  We are unable to reinstate the “Cash-option” on account [redacted] due to payments not being made timely.  Additionally, Mr. [redacted] signed an 18-month retail installment contract on April 23, 2016.  That contract created account [redacted].  This account did not qualify for a “cash-option” at the time of purchase; therefore, we are unable to add the “cash-option” to the account.    Conn’s values Mr. [redacted] as a customer and appreciates him for bringing his concerns to our attention.    Thank you, Cheryle [redacted]

Thank you for the opportunity to respond to Mrs. [redacted] complaint.  We researched Mrs. [redacted] complaint and found her issue has been and addressed and resolved.  Our records show at the time of delivery Mrs. [redacted] refrigerator installation was not completed and invoice was completed...

in error.  As of 3/30/15, this error has been corrected and Mrs. [redacted] refund check for the installation charge in the amount of $99.95 has been mailed.  We ask that Mrs. [redacted] allow 7-14 business days to receive her refund.  We sincerely apologize to Mrs. [redacted] for the experience and any inconvenience that has been caused regarding this matter.If we may be of further assistance, Mrs. [redacted] may contact customer service at1-877-358-1252.Kind regards,Kathryn J[redacted]

Thank you for the additional opportunity to respond to
[redacted]’s concerns regarding account #[redacted].  [redacted] stated she
purchased a computer and a bed; however, the bed was not in stock.  She signed a
replacement contract removing the bed and she kept the
computer.
 
According to our records, [redacted] signed a 24-month
replacement contract on July 25, 2014. 
That contract stated the first payment was due on
September 4,
2014. 
[redacted] began receiving collection calls when her
payment became past due. 
 
We will place a cease and desist on the telephone
numbers associated with [redacted]’s account.
 
We value [redacted] as a customer and sincerely apologize for
any inconvenience she has experienced due to this matter.

Thank you for the opportunity to respond to Mr. [redacted]’ complaint. Our records show on3/23/14, Mr. [redacted] purchased the [redacted] Red River living room furniture which consists of three pieces (sofa, loveseat and recliner) and elected to purchase a 48-month [redacted] Plan. Mr. [redacted] signed his...

invoice acknowledging her agreed to purchase the [redacted] Plan and understood the coverage associated with his merchandise. We researched Mr. [redacted] complaint and found he contacted our service department on8/31/16stating all three furniture pieces had small tears and scratches. A service appointment was scheduled for9/2/16; during this inspection the serviceman found the sofa’s leather cracked in four different areas, several cracks and scratches on the armrest of the loveseat, a 2” split in the seam armrest of the recliner and damage on the top of the recliner from the unit hitting the wall. Mr. [redacted] was contacted and made aware that the reported damages are not covered under the terms and Conditions of the [redacted] Plan at the time of his purchase. At this time we are unable to honor Mr. [redacted] request; based on the serviceman’s report the damages are not covered under warranty. Although Conn’s revised the Terms and Conditions of the ** Plan in 2015, Mr. [redacted] warranty was purchased on3/23/14. We have attached a copy of the T&C’s of the FG Plan at the time of Mr. [redacted] purchase; please seeNumber 15: What Is Not Covered Letters (k, l and m). If we may be of further assistance, Mr. [redacted] may contact us at1-866-765-1513. Kind regards, Dyeisha [redacted]Customer Relations

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 Mrs. [redacted]'s additional comments. We have attached photo's taken by the serviceman before and after the new cushions were installed on both the sofa and loveseat. As shown, the cushions were properly installed and the serviceman reported both units were up to the manufacturer's specifications. The photos Mrs. [redacted] provided shows signs of normal wear and tear which would have not been covered under the Terms and Conditions of he manufacturer's warranty.  As mentioned in our previous responses; Mrs. [redacted] manufacturer's warranty expired as of 1/31/16 therefore we are unable to continue with further repair needs. If we may be of further assistance, Mrs. [redacted] may contact us at 1-866-765-1513. Kind Regards,Dyeisha W[redacted]Customer Relations

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,

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 Mr.  [redacted]’s complaint.  Our records indicate that on 6/5/16 Mr.  [redacted] purchased a [redacted] 65" SUHD 4K with a 36-month Repair  Service Agreement,  [redacted] Smart Curved 40" Full HD 1080p Flat TV , a Bose...

Corporation Sound Touch 130, and two Z-Line Design Hd Mount Kits all with an included one year manufacturer’s warranty totaling $ 6245.97.   Mr.  [redacted] received a copy of the Return and Exchange Policy at the time of purchase.  Our Return and Exchange Policy 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 and if your product fails while under manufacturer’s warranty or Conn’s RSA, Conn's Factory Authorized Service will repair your product according to these warranties.   Mr.  [redacted] also signed his invoice acknowledging that he received a copy of the Return and Exchange policy. On 6/5/16 Mr. [redacted]’s electronics were picked up at Houston, TX store location 078.  After reviewing Mr. [redacted]’s complaint we show he contacted us on 6/19/16 stating that she receives an error message when she connects his sound bar. After trouble shooting it was determined the product qualified for replacement through the manufacturer’s warranty and he was made aware. On 6/21/16 Mr. [redacted] was approved to use exchange amount as a store credit to reselect anything. Due to the product only having manufacturer’s warranty we can only allow an exchange; no refunds are allowed through the mfg’s warranty exchanges.  As a gesture of goodwill , due to the product failing withing 72 hours, Conn's has agreed to honor Mr. [redacted] request to have the exchange amount credited to  his account. Mr. [redacted]  has been made aware and Conn's will follow up with him once the credit has posted to his account.  If we may be of further assistance, Mr.  [redacted]  may contact our Customer Service Department at1-877-358-1252.  Kind regards, Kristal [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]

Thank you for the opportunity
to respond Mr. [redacted]’s complaint.  Our
records show on7/21/15,
...

Mr. [redacted]purchased a [redacted] dishwasher
with a 48-month Repair Service Agreement.  Mr. [redacted]’s signed invoice indicates
at the time of purchase he acknowledged he was provided a copy of the Repair
Service Agreement brochure and that he understood the coverage associated
with the covered product.  Once Mr. [redacted]’s
purchase was completed he was given a copy of his 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 a
required 15% restocking fee.  Mr. [redacted]elected to have his dishwasher
delivered; which was completed on7/26/15.
We researched Mr. [redacted]’s complaint and found his
original dishwasher was exchanged due to product failure within 72-hours; Mr. [redacted]’s new dishwasher was
delivered on8/04/15. 
After further review, we show Mr. [redacted]contacted us on 8/19/15; stating the dishwasher
was not drying the dishes.  A service call was scheduled; during the
inspection the technician found the unit was working up to the manufacturer
specifications and advised Mr. [redacted]he could use a rinse agent to help
with the drying performance.  Mr. [redacted]expressed his dissatisfaction and
requested to return the dishwasher.
 Mr. [redacted]has been informed on several
occasions if he is not satisfied with the performance of the dishwasher; he
may return/exchange the unit with the required 15% restocking fee. 
Based on the technician’s report Mr. [redacted]’s
dishwasher is up to the manufacturer specifications.  Although, Mr. [redacted]’s 30-day time frame to
return/exchange his dishwasher; Conn’s has agreed to extend him an additional
30-days (10/04/15)
to return or exchange his dishwasher with the required 15% restocking
fee.          
If
we may be of further assistance, Mr. [redacted]may contact our Customer Service
Department at [redacted].
  




 


Kind regards,
Jana A[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]