Conn's Home Plus

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 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 for the opportunity to respond to [redacted]’ complaint. After further review, Conn’s has agreed to
honor [redacted] request to return her furniture...

set and cancel her account.
We confirmed with the manager that [redacted] has returned her merchandise
back to Conn’s. As of 2/17/15, we have submitted a request to issues a full
refund in the amount of $1764.43 to close [redacted]’ account. We sincerely
apologize for any inconvenience [redacted] experienced during this process.
 
If we may be of further assistance, [redacted] may contact customer
service at [redacted].
 
 
Kind regards,
 
[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 [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]’ 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 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]

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 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]

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 [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]

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 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]

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

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]’ 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]

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]

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 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]

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.