Conn's Home Plus

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,

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.  While the company has ersponsed after my continued calls and finally having direct contact with [redacted]...I am awaiting the completion of the contracts merger before I can call this case resolved.  Saying it is in process is the same responses I had before then it cancelled.  Once I have a new contract with a new payment and payment coupons...I THEN will consider this clase closed but not until then..]Regards,
[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

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 [redacted] concerns regarding telephone calls
placed to [redacted].
 
According to
our records we placed telephone number [redacted] as a “do not use” number
associated with your account on October 6, 2014.  Our records do...

not indicate any additional
calls were placed to telephone number [redacted] after October 8, 2014. 
 
We received an
inbound call from telephone number [redacted]; however, the caller did not
identify herself or give any information.
 
We value [redacted] as a customer and appreciate her bringing her concerns to our attention.
 Thank you,[redacted]

Thank you for the opportunity to respond to Mr. [redacted] complaint.  Our records show that on 2/12/17 Mr. [redacted] purchased a ** Refrigerator which include a limited one year manufactures’ warranty.  Mr. [redacted] declined to purchase an additional Repair Service Agreement through Conn’s...

HomePlus.   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 her invoice acknowledging that she received a copy of Return and Exchange policy.  Mr. [redacted] refrigerator was delivered on 2/13/17 as promised.After further review we show that Mr. [redacted] first contacted us on 2/14/17 stating that the refrigerator was not cooling.  Mr. [redacted] was scheduled for service inspection on 2/15/17.  On 2/15/17, our delivery team went out to access the refrigerator and determined that it was not cooling and could not be repaired; an exchange request was submitted and approved under the terms of the return and exchange policy, due to the product failing within 24 hours. On 2/19/17 Mr. [redacted] received a new refrigerator and it was delivered and received in good working order with no damages or malfunctions reported. If we may be of further assistance, Mr. [redacted] may contact our Customer Service Department at 1-877-358-1252.  Kind regards, Kristal [redacted]

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to Mr. [redacted]s concerns. We have a more than 120-year history of quality customer service and satisfaction, and I would not want anything to impair that record. As a reminder, Mr. [redacted] may contact Conn’s regarding questions...

by calling our Customer Service Helpdesk at 1-877-358-1252, or on-line at www.conns.com.  Mr. [redacted] has stated in the complaint: 1) that his was washer was on the recall list and he was persuaded to purchase new washer; 2) we hauled off the old washer without permission; and 3) he has been getting the runaround about receiving a disposal form for the old washer   Our investigation reveals that: 1) Mr. [redacted] elected to purchase a new washer on 2/21/17 2) Mr. [redacted]s old washer was hauled away with upon delivery of his new washer 3) We were not able to verify the serial number on the old washer prior to the unit being shipped to the manufacturer.   Our records show on 5/30/16, Mr. [redacted] originally purchased a [redacted] washer and dryer and elected to purchase a 24-month Repair Service Agreement Plan. However; due to a manufacturer’s recall on Mr. [redacted]s washer, he returned to the store on 2/21/17 and elected to purchase a ** washer which was scheduled for delivery on 2/22/17. During the delivery, Mr. [redacted]s old washer was hauled off by the delivery team and returned to the warehouse to be shipped back to the manufacturer. Our records show Mr. [redacted] contacted our Customer Service Department on 3/28/17 stating that the delivery team hauled away his old washer without leaving the serial and model number from the back of the unit. Mr. [redacted] informed the representative that the information is needed in order to send his rebate form to the manufacturer and receive reimbursement for his old washer.   After further research our records show Mr. [redacted]s [redacted] washer was shipped back to the manufacturer from our warehouse as a recall unit. We contacted the manufacture on Mr. [redacted]s behalf and were able to obtain the serial number for his returned unit. We were also advised by the manufacturer that they are currently waiting to receive Mr. [redacted]s rebate form that was emailed to the address provided on 4/20/17 and 5/15/17 to begin processing his claim. We spoke to Mrs. [redacted] on 5/16/17 who stated they would send the rebate form to the manufacturer to begin the process. Mr. [redacted] may forward the rebate form directly to manufacturer or send his information to [email protected] and we will be happy to submit the rebate form on his behalf. We sincerely apologize for any inconvenience Mr. [redacted] experienced during this process.   Conn’s values Mr. [redacted] as a customer and appreciates him for bringing his concerns to our attention.

Thank you again for the opportunity to respond to [redacted] concerns regarding account #[redacted].  [redacted] stated she would like to have her account refinanced so she can lower her monthly payment. Unfortunately [redacted] account does not qualify for any of our refinancing options at this time.  In order to refinance an account it must meet certain criteria.  [redacted] account does not meet that criteria at this time. Thank you,[redacted]

Thank you for the opportunity to respond to Ms. [redacted]’ concerns regarding account [redacted].  Ms. [redacted] stated she filed an insurance claim.  She believes she should be reimbursed payments made in January and in February.   According to our records, Ms. [redacted] filed her insurance...

claim directly with [redacted] on February 1, 2016.  The claim was not approved until February 9, 2016. Ms. [redacted] was responsible for the minimum monthly payment up to the date the claim was approved and paid.  Additionally, the property insurance does not cover the balance owed on the account.  The property insurance covers only the property up to the maximum coverage amount purchased on the contract.  In this case, Ms. [redacted] took out the full contract amount of $7860.00.  The [redacted] paid $3655.57.  This left a remaining balance owed on the account of $1099.50.  Conn’s accepted the insurance payment and closed the account even though there was a remaining balance of $1099.50.  We have included a copy of her payment history for her records.    Conn’s respectfully disagrees that it owes Ms. [redacted] a refund of payments, as the insurance did not cover the full balance owed on the account.    Conn’s values Ms. [redacted] as a customer and appreciates her for bringing her concerns to our attention.  Thank you, Cheryle [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.  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 for the opportunity to respond to Mr. [redacted]’s concerns regarding accounts [redacted] and [redacted].  Mr. [redacted] stated he paid his account balances in full but the accounts did not close.   According to our records, Mr. [redacted] paid his account balances in full; however, due to a...

system issue the accounts remain open.  Conn’s is working diligently to resolve the issue and close Mr. [redacted]’s accounts.  Once the accounts close, Mr. [redacted] will receive close-out letters in the mail.   Conn’s values Mr. [redacted] as a customer and sincerely apologizes for any inconvenience he experienced due to this matter.

Thank you for the opportunity to respond to Mr. [redacted]’s complaint.  Our records show on 11/25/16, Mr. [redacted] purchased a [redacted] notebook with a 25-month Repair Service Agreement w/ACCIDENTAL DAMAGE.  Mr. [redacted] received a copy of Conn’s Return & Exchange...

Policy at the time of purchase; he also signed his invoice acknowledging that he received a copy of the RSA & ACCIDENTAL DAMAGE brochure and that he understood the coverage associated with the covered product.  Mr. [redacted]’s elected to pick up his notebook from his local Conn’s in Houston, TX #071. We researched Mr. [redacted]’s complaint and found that he contacted us on12/30/16, stating that the notebook screen was cracked.  After reviewing Mr. [redacted]’s service history and based on the physical damage that was reported; an exchange request was submitted and approved on 1/04/17 under the Accidental Damage Terms and Conditions.  Mr. [redacted] was approved for an even exchange; the model he originally purchased (NV17S066NR) is still available. At this time we are unable to honor Mr. [redacted]’s request to credit his account.  We currently have a replacement model in stock and available for pick up.  As mentioned in the Terms and Conditions of Mr. [redacted]’s RSA & ACCIDENTAL DAMAGE: No. (9) Limit of Liability:FWSC’slimit of liability is the replacement value of the covered product, which shall be the cost of replacing the covered product with a product of equal or similar features and functionality, not to exceed the original purchase price of the covered product.    ·         FWSC will provide a replacement product with equal or similar features and functionality, up to the original purchase price of the covered product if a replacement product is available. To ensure transparency, this information can also be found on Conn’s website at http://www.conns.com/rsa-tc.    If we may be of further assistance, Mr. [redacted] may contact our Customer Service Department at 1-877-358-1252.  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.  
From: [redacted] [mailto:[redacted]]
Sent: Thursday, November 20, 2014 12:56 PM
To: drteam
Subject: RE: #[redacted]
I have not heard from Conn's as of today.  I thought their agreement was to refund me but, when I called the number on the letter to check the status, the person I spoke with had no knowledge of this dispute. 
So no I haven't heard from Conn's.
Thank you
Regards,

Thank you for
the opportunity to respond to Ms. [redacted]’s concerns regarding account
[redacted]5034.  Ms. [redacted] stated she paid her
account off on August 3, 2015; however, the account remains open.
According to
our records, Ms. [redacted] called our automated system and received a...

payoff
quote of $201.86 and she made a payment on August 4, 2015.  Due to a system issue, the account remained
opened.  We are in the process of
correcting the error and closing the account. 
Ms. [redacted]
will receive a close-out letter within 30 business days of the account closing
for her records. 
We value Ms. [redacted] as a customer and sincerely
apologize for any inconvenience she has experienced due to this matter.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.  
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,

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint. Our records show on 2/12/16, Mrs. [redacted] purchased a Samsung washer and dryer and elected to purchase a 24-month Repair Service Agreement Plan. We researched Mrs. [redacted]’s complaint and found that she...

contacted our service department on 4/04/17 stating that her dryer is making noise and has a whole in the drum. A service appointment was originally scheduled with our 3rd party service provider [redacted] for 4/6/17 however; there was a glitch in their system which caused Mrs. [redacted]’s work order to show the repairs as being completed. Therefore; we setup a new service appointment to have a Conn’s technician assess the dryer on 4/12/17. During the inspection the technician found a new drum assembly is needed to complete the repairs. Mrs. [redacted] has been contacted and made aware that we have rushed the part order to expedite repairs. Once we received the part we will contact Mrs. [redacted] to schedule installation. We sincerely apologize for any inconvenience Mrs. [redacted] experienced as a result of the delay. If we may be of further assistance, Mrs. [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 find that this resolution would be satisfactory to me.

Thank you for
the opportunity to respond to [redacted]. [redacted]’s concerns regarding account
#[redacted].  [redacted]. [redacted] stated she
has been trying to cancel her Repair Service Agreements on her contract, but it
has not been processed. 
 
According to
our records and...

recorded calls, [redacted]. [redacted] called on March 20, 2015 to request
the Repair Service agreements on her retail installment contract be
removed.  The representative she spoke
with verified [redacted]. [redacted]’s address and requested the RSA cancellation form
be mailed. [redacted]. [redacted] called back on April 2, 2015 and stated she had not
received the forms.  The agent verified
[redacted]. [redacted]’s information once more and requested the forms be mailed to
[redacted]. [redacted].
 
We do not have
record of [redacted]. [redacted] returning the RSA cancellation form to complete her
request. 
 
As a one-time
exception and a goodwill gesture, we have canceled the RSA agreements [redacted].
[redacted] had on her retail installment contract and pro-rated the refund from
March 20, 2015 per the recorded call.  [redacted].
[redacted] received an invoice credit of $589.78.  We have attached a copy of [redacted]. [redacted]’s
payment history for her records as proof of the invoice credit. 
 
We value [redacted].
[redacted] as a customer and sincerely apologize for any inconvenience she has
experienced due to this matter. Thank you,[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 [redacted]omplaint. Our records show on 5/13/14, [redacted]
purchased a ** washer and dryer with a 1-year limited manufacturer’s warranty.
[redacted] was scheduled for delivery on 5/15/14 and signed her delivery
ticket acknowledging she...

received her products in good order.
 Our records show [redacted]
contacted our Customer Helpdesk stating after removing
the magnets and stickers that were left on the washer, she noticed the washer
was dented and appeared to be scratched.  We requested that [redacted] provide photos of the washer damage due to no report made at the time of
delivery.  Once we received the requested
document her information was submitted for review however due to a lack of communication the washer was not exchanged
in a timely manner.  We contacted [redacted] on 9/29/14 regarding her concerns and agreed to honor her request for
an exchange.   We followed up with
her on 10/01/14, after the washer was delivered and confirmed it was
received good order. We sincerely apologize to [redacted] for the
experience and any inconvenience that has been caused as a result of delay.  
 If
we may be of further assistance, [redacted] may contact us at [redacted].
 
Kind
regards,
 
 
[redacted]