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.  
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,

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

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 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]’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]’s additional comments. As stated Mr. [redacted]’s television is covered by the manufacturer’s warranty only; no additional RSA coverage was purchased through Conn’s HomePlus. In Mrs. [redacted]’s response submitted on 1/09/17; Mr. [redacted]’s television was repaired and is functioning up to the manufacturer’s specifications. As of 1/18/17, we have no new service call or indication that Mr. [redacted]’s television is malfunctioning.   Again, we are unable to honor Mrs. [redacted]’s request to exchange her television. As written in Conn’s Return & Exchange Policy: If your product fails while under the manufacturer’s warranty or Conn's RSA, Conn's Factory Authorized Service will repair your product according to these warranties. Mr. [redacted]’s television has been repaired under the Terms and Conditions of his warranty coverage.   If we may be of further assistance, Mrs. [redacted] may contact our Customer Service Department at 1-877-358-1252.   Kind regards,   Jana A[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.  My name is [redacted].......what information can I provide to you so that you may discuss the problem with my wife? I am aware of the concerns reported and would like a resolution. In addition my account is CLOSED and I am not sure why my permission is needed in the first place. The payments coming out of [redacted]'s account has NOTHING to do with me.......My payments for my purchase were 74.?? and the amount being debited from [redacted]'s account is 113.34...and again that account should have been closed in JULY 2015......I don't believe this has ANYTHING to do with MY ([redacted]) account.
Regards,

Thank you again for the opportunity to respond to Ms. [redacted]'s concerns regarding her account.  As of February 24, 2017, Ms. [redacted]'s account is closed.  We have attached a copy of her payment history as verification that the account is closed.  Again, we value Ms. [redacted] as a customer and sincerely apologize for any inconvenience she experienced due to this matter.

Please accept our apology for the delay.  We have confirm** with our Risk management
department that a settlement has been reach** with Mr. and Mrs. [redacted] to address
their concerns.
Sincerely,
[redacted]s

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, April 23, 2015 4:26 PM To: drteam Subject: ID [redacted]   This is a reply to my complaint in reference to Conns dated Friday, March 27, 2015:   Their response stated that they solved my complaint,  That is not true. 1) I stated in my original complaint that Conns stated the table I wanted to buy was discontinued.  In their last response they wrongly stated that I stated (Conns did not reply to my first complaint about the table, they ignored my complaint and only responded to the insurance.  2) They stated table  was out of stock.  I did not state that.  Please read my original complaint. I stated that this was false advertisement.  I also stated that they had the table in the store and in the ad that day.  They are breaking the law.   Thanks  Cheryl [redacted]  
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 [redacted], claim number [redacted], submitted a claim against conns appliances in which no form of resolution, on their end, towards my [redacted] (Note: I submitted my [redacted] on Dec. 24, 2014 and not thirty days from getting it from a conns technician in which caused me to get behind in [redacted] and this problematic issue has also pushed my graduation date back approximately 4 months.) My original complaint was in regards to conns appliances "not honoring my contract in which I have added as a document to this response in order for my form of resolution to take place. "By law a consumers contract in which has been given upon purchase governs any companies updated version." I was told by the service manager that any new contract ""supersedes" any old one. But, if you notice on my terms of the contract it clearly states that my is valid from the invoice date listed above to the expiration of the extended warranty. If you will request a copy of there new contract for comparison you will take notice that my service terms are number 7 and the new contract is under number 9. Also, besides the contract I have since brought my own [redacted] to service to make deadlines for [redacted] and pick it up 2 hours outta my way because the technician did not complete what he was doing. Furthermore, their documentations in which they sent you in regards to the services provided for me through my extended warranty were not documented correctly. For starters, it has been submitted 9 times not 7. Another false documentation in which they have occurs on April of 2014. They stated that I updated to [redacted] and requested a reset. This makes no since I am in [redacted] that means it would have taken away my [redacted] from my [redacted] along with the updated [redacted]. ATTACHED IS A COPY OF MY CONTRACT SCANNED FROM MY PRINTER!Best regards,[redacted]PS I ALSO HAVE OTHER DOCUMENTATIONS IF NEEDED AND MY REQUEST IS FOR A FULL REFUND AND EXCHANGE SO THAT WHEN I REENTER [redacted] FOR MY [redacted] I CAN CNTINUE MY EDUCATION IN PEACE. AS STATED PREVIOUSLY THE DEVICE HAS BEEN DEFECTIVE FROM THE BEGGINING AND IF MY STIPULATIONS WOULD HAVE BEEN THAT THAN I WOULD HAVE KNOWN THAT IT WAS NOT POSSIBLE TO TO ME HAVING TWO JOBS AND GOING TO [redacted] AT THE SAME TIME. MOREOVER, MY [redacted] IS WILLING TO SUBMIT ANY DOCUMENTATIONS NEEDED AS PROOF FOR MY BREAKS AND TO CAUSE ME TO GET MY FIRST ** I AM ON THE [redacted] AND HAVE NEVER RECIEVEN A *.ON THE OTHER HAND, I JUST TRIED TO RECOONECT MY [redacted] FOR THE FIRST TIME AFTER RECIEVING IT BACK FROM CONNS AND THEY HAVE SOMEHOW REMOVED MY [redacted] INCONVIENCING MORE TO FIND IT CONSIDERING THAT I AM GOING TO [redacted] FOR [redacted]. THUS, I WILL HAVE TO EMAIL AT A LATER DATE OR IF THERE IS A FAX NUMBER THAT WILL BE GOOD AS WELL.[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.  
As I previously stated a number of times, I did in fact sign up for the unemployment insurance and have attached my copy of the paper that shows this information. I am not asking for it to be "added" at this point all I am asking for if you to honor what the original contract shows. I have requested a number of times for someone to contact me regarding this even thru here and yet you seem to refuse to contact me and I do not understand why that is. again PLEASE contact me regarding this so that we may rectify this situation. my phone number is [redacted] I have again attached a copy of my paper work that shows I did in fact sign up for this insurance and this has been previously submitted to you twice now for your review.Also on a side note I again called the location where I purchased my items and "pretended" to be looking at buying a laptop and asked about the insurance and was AGAIN told my a salesman that all the insurance INCLUDING unemployment insurance comes with the purchase (which is exactly what I was told when purchasing my equipment)
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.  Once again, I did mention that the garbage disposal connector was broken by the installer.  I did tell them that I thought I could fix it.  I now realize that that was a mistake.  What I should have done, was demand that the company fix what their person broke.  I was quite foolish in thinking that I could easily take care of the part that was broken by the installer.  I did tell the person I spoke to, during the followup call, that I knew it was not done on purpose and I truly believed I could fix it.  In my attempt to make the situation as easy on everyone as possible, I literally "shot myself in the foot" by believing that, if I couldn't fix it, the company would step up and accept responsibility for the damage done by their service man.  Conn's has made it clear that they intend to misrepresent what happened in my home on the day of installation, and will continue to refuse to make right what their serviceman did.  I have no intention to continue any association with this company, I will honor my debt to them, but I will advise anyone who asks not to do business with them due to their lack of concern for their customers.  I realize that the loss of my patronage will not cause the company any problems, but it is the only way left to me to express my disappointment with this company. I can only reiterate, Conn's broke my garbage disposal making it impossible to finish the installation of my purchased dishwasher.  The only resolution to this situation that will be acceptable to me, is acknowledgement of their serviceman's damage and replacement of my garbage disposal.[redacted]
[Provide details of why you are not satisfied with this resolution.]
Regards,

Thank you for the
opportunity to respond to Mr. [redacted]’s complaint. Our records show on 8/10/13,
Mr. [redacted] purchased a [redacted] IComfort Savant King mattress with a 48-month FurnitureGard
Plan and a ** French Door refrigerator with a 48-month Repair Service Agreement
Plan.
We reviewed Mr....

[redacted]’s
complaint and found he contacted our Service Department on three separate
occasions regarding his mattress dated from 7/8/14 until 4/20/15 however; one
of the service orders was cancelled.
·        
On 7/8/14- Mr. [redacted]
called stating his mattress was sinking on one side. A service appointment was
originally scheduled on 7/23/14 however; Mr. [redacted] rescheduled for 8/6/14.
During inspection the serviceman found the mattress had less than a ½ “body
impression which is normal from everyday use.
·        
On 8/14/14- Mr. [redacted]
called service requesting a second opinion regarding the previous serviceman’s
findings. We attempted to contact Mr. [redacted] on 8/18/14, 8/21/14 and 8/23/14 to
schedule an appointment but were unsuccessful therefore; the service order was
cancelled.
·        
On 4/20/15 Mr. [redacted]
called stating his mattress was sinking. A service appointment was scheduled on
4/29/15; during inspection the serviceman the mattress was shifting and had
less than a ½ “body impression on the right side of the unit.
After further review of
the serviceman’s findings and photos provided; it was determined Mr. [redacted]’s
mattress does not meet the qualifications for an exchange under the T & C’s
of the manufacturer’s warranty or the FurnitureGard Plan. As listed under the T
& C’s, the warranty covers body impression that measures 1 ½ “body
impression or greater; anything below is considered normal wear from everyday
use.
In regards to Mr.
[redacted]’s concerns regarding his refrigerator our records show on 9/10/13; he
was approved for an exchange under the T & C’s of the manufacturer’s
warranty. Mr. [redacted] did not return to the store to re-select before the approved
exchange expired on 9/10/14.  Our records
show Mr. [redacted] does have a 48 month repair service agreement that is still
active until 8/13/17.  Conn’s will be
glad to reimburse Mr. [redacted] for any covered repair.  We ask that Mr. [redacted] submit his paid
invoice to 409-835-5649 for review. 
We have included a copy
of [redacted]’s warranty with our response.
If we may be of further
assistance, Mr. [redacted] may contact Customer Service at 1-877-358-1252.
Kind regards,
Dyeisha [redacted]

Thank you again for the opportunity to respond to Mrs. [redacted]'s concerns regarding a Conn's account.  We have attempted to contact the account holder to address the concerns regarding the account.  We will be happy to discuss the concerns with the account holder.  If the account holder would like to contact me directly at [redacted] ext. [redacted], I will be glad to discuss the information requested. Thank you, Cheryle [redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint.  Our records show on8/24/16, Mrs. [redacted] purchased a [redacted] high-efficiency top-load washer and top-load electric dryer with a 24-month Repair Service Agreement on both units.   Mrs. [redacted] was provided a copy of...

Conn’s Return & Exchange Policy at the time of purchase which 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.  Mrs. [redacted] elected to have his washer and dryer delivered; which was completed on8/26/16.    After researching Mrs. [redacted]’s complaint we were unable to find a service call or service order or on file for Mrs. [redacted].  If service is needed Mrs. [redacted] may contact our service department at1-855-266-6349to schedule an appointment.  Once the unit(s) is assessed and we receive the technician’s service report we will be able to determine what further action is needed.  Therefore, at this time we are unable to honor Mrs. [redacted]’s request to return or exchange her appliances.    Please note Mrs. [redacted]’s 30-day time to return or exchange her washer and dryer with the required 15% restocking fee expired on9/26/16.   If we may be of further assistance, Mrs. [redacted] may contact our Customer Service Department at1-877-358-1252   Kind regards,     Jana A[redacted]

Thank you for
the opportunity to respond to [redacted] concerns regarding account
[redacted].  [redacted] stated she asked
her sales associate not to put insurance on her account, but when she looked at
her contract when she got home, insurance was listed.
 
According to
our...

records, [redacted] signed a 30-month retail installment contract on June
19, 2015.  This contract included [redacted] signature accepting credit life, credit disability, involuntary
unemployment insurance, and property insurance. 
[redacted] also signed a Freedom to choose page and a General information
page explaining the terms of the insurance.
 
On July 15,
2015, [redacted] contacted our insurance department and requested the insurance
be canceled on her account.  At that
time, the credit life, disability and unemployment insurance was canceled and
an insurance credit in the amount of $289.82 was credited to [redacted]’s
account. Please note, when an insurance
credit is applied to an account, the amount is credited to the balance, but the
minimum monthly payment does not change. 
 
We requested a
copy of [redacted] in order
to remove the property insurance from the account.  Due to this being a secured retail
installment contract, the merchandise must be insurance with property
insurance, either purchased through Conn’s or provided by the customer under
their own homeowner’s or renter’s policy until the contract is paid in
full.  In the event [redacted] has an
alternative insurance policy, she is able to send that policy into our
insurance department to receive full credit as long as the declaration pages
shows coverage from the date of purchase to the present date.  Once [redacted] sends in a copy of her
homeowner’s or renter’s insurance declaration page, we will be happy to remove
the property insurance from her account. 
 
We appreciate
[redacted] bringing her concerns to our attention.  We have included a copy of her signed retail
installment contract, Freedom to Choose page, General Information page, and
payment history for her records.  Thank you,Cheryle S[redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint. After further research of Mrs. [redacted]’s complaint, Conn’s has agreed to honor her request to return the entertainment center and process the credit to her account. Mrs. [redacted] will be contacted by our delivery team to schedule an...

appointment to pick up the unit. Once we received the unit, we will process the credit to her account. We appreciate Mrs. [redacted] for bringing her concerns to our attention and we sincerely apologize for any inconvenience experienced during this process. If we may be of further assistance, Mrs. [redacted] may contact us at 1-877-325-1252. Kind regards, Dyeisha [redacted]

Thank you again for the opportunity to respond to Ms. [redacted] concerns regarding her account.  We attached a copy of Ms. [redacted] payment confirmation verifying which account she scheduled the payment to post from.  Again, we are unable to refund the NSF fees assessed on the account due to the funds not being available.  Again, 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 Mrs. [redacted]’s complaint.  We contacted Mrs. [redacted] on 1/03/15 to address
her concerns; after researching her complaint we found there was a delay with
having her unit serviced, therefore we agreed to honor her request and return the
ac unit. ...

As of 1/03/15, a credit of
$381.44 has been processed to her account. 
We sincerely apologize to Mrs. [redacted] for the experience and any
inconvenience that has been caused. 
If
we may be of further assistance, Mrs. [redacted] may contact our Customer Service
Department at 1-877-358-1252.
 
Sincerely,
 
Kathryn J[redacted]