Conn's Home Plus

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]

Thank you for the opportunity to respond to Mr. [redacted] additional comments. We apologize for the delay. Our records show we processed Mr. [redacted] gift card on 6/21/17. We will mail Mr. [redacted] gift card to the address listed on file. We ask to please allow 7-14 business days to receive.

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]

Thank you again for the opportunity to respond to Mr. [redacted]'s concerns regarding his account.  The "cash-option" expiration date is listed on Mr. [redacted]'s signed retail installment contract as well as on his signed "cash-option" addendum.  We included the signed documents with our previous response.  Additionally, "cash-option" notices were mailed to Mr. [redacted] on the following dates:January 26, 2016February 21, 2016December 8, 2016These "cash-option" notices included the "cash-option" expiration date as well as the remaining "cash-option" amount. We are unable to remove the interest on Mr. [redacted]'s account as he did not pay the full "cash-option" amount before the expiration date. Again, Conn's values Mr. [redacted] as a customer and appreciates him for bringing his concerns to our attention.

Thank you for the opportunity to respond to Mrs. Huff’s complaint. Our records show on 3/18/16, Mrs. Huff purchased the Jackson Everest Sectional living room furniture which consists of four pieces (armless sofa, left sectional, right chaise and ottoman) and elected to purchase a 36-month...

FurnitureGard Plan. Mrs. Huff’s furniture was delivered and received in good order on 3/19/16.   We researched Mrs. Huff’s complaint and found she contacted our service department on 8/27/16 stating there are rips in the left sectional of her furniture. A service appointment was scheduled for 9/10/16; during the inspection the serviceman found the chaise with a tear/hole in seat deck, armless sofa with hole in seat deck and the frame loose in the back of the left sectional with hole. We show parts were ordered through the manufacturer and shipped to Mrs. Huff’s residence on 9/21/16. Our service department attempted to contact Mrs. Huff on 9/27/16 to schedule installation date but was advised she was not available due to an emergency. Mrs. Huff may contact our service department at 1-855-266-6349 at her earliest convenience to schedule a repair date.   Although we are unable to honor Mrs. Huff’s request at this time, Conn’s we will continue with any covered repairs; no credit is due.   If we may be of further assistance, Mrs. Huff may have the account holder contact us at 1-866-765-1513.   Kind regards,   Dyeisha Williams

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]

Unfortunately,
we are unable to research Mr. [redacted] complaint with the information he has
provided. We attempted to contact Mr. [redacted] on 4/6/15, to research...

his
concerns but we were unsuccessful in our attempt and left a voice message to
return our call.
 
Mr.
[redacted] may contact us directly at [redacted] for better assistance.
 
 
 
Kind
regards,
 
Dyeisha
W[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 6/30/2015 11:07:42 AM and assigned ID 10693778.
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 concerns regarding accounts
[redacted] and account [redacted].  Mr. [redacted] stated he combined his accounts;
however, he is still receiving collection calls.
According to
our records, Mr. [redacted] had...

three accounts opened prior to signing the retail
installment contract on August 26, 2015. 
Account [redacted] and [redacted] were opened on June 15, 2013.  Account [redacted] was opened April 26,
2014.  Additionally, Mr. [redacted] signed a
fourth retail installment contract on August 26, 2015 creating account
[redacted]. 
The retail
installment contract signed by Mr. [redacted] on August 26, 2015 also included the
outstanding balance for account [redacted]; however, the other accounts were not
included in the account add-on process. 
As of October
12, 2015, the payoff balance on account [redacted] is $267.20 and the payoff
balance on account [redacted] is $170.78. 
Due to these two accounts having an outstanding balance of less than
$500.00 each, the balances were not added on to account [redacted].  We have attached a copy of Mr. [redacted]’s contracts
for his records. 
As a one-time
offer and a goodwill gesture, we have reversed the late fees on accounts
[redacted] and [redacted]; however, we are unable to combine the accounts with
the new account.
We value Mr. [redacted] as a customer and sincerely
apologize for any inconvenience he has experienced due to this matterThank you,Cheryle S[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 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]

Thank you for the opportunity to respond to MS. [redacted] concerns regarding account [redacted]2930.  Ms. [redacted] stated she began receiving collection calls for the past due balance on her account.   According to our records, Ms. [redacted] signed a 24-month retail installment contract on March...

20, 2016.  She agreed to have her minim monthly payment due on the 1st of each month.    When a payment is late, we routinely begin call attempts to the telephone numbers provided on the credit application, as a reminder to ensure payments will be made timely. It is normal practice for our company to begin call attempts to assist consumers from falling behind on their account. Ms. [redacted] may pay on-line, in her local Conn's store, by mail, or over the phone if it is more convenient for her, before the due date. Additionally, if Ms. [redacted] pay date has changed, she may benefit from requesting a change of her due date each month. We ask that Ms. [redacted] contact us if she would find this beneficial.   Although Conn’s would prefer to keep the lines of communication open, we have placed a cease communications on the telephone numbers associated with her account.   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]s additional
comments. As mentioned in our previous response, on */30/10; [redacted]
purchased a [redacted] washer and dryer both with a *4-month Repair Service
Agreement Plan and received delivery in good order on **05/10. [redacted]s had
covera** on his washer with Conn’s from */05/10 until it expired on */05/1*.
During the time frame [redacted] had covera** under Conn’s Repair Service
Agreement; we have no record of any issues or service calls received on his
washer. Our records show [redacted] extended covera** on his washer and dryer
with [redacted]. Conn’s is no lon**r the insurer for both the
washer and dryer however; we are a preferred provider who renders services for [redacted] has only contacted Conn’s to provide service on [redacted]s washer on
three separate occasions dated from */*0/14 to */11/14. During the last service
call Conn’s service technician was unable find a mechanical or electrical
problem with the washer we contacted the manufacturer to assist and they
recommended [redacted] run the sanitized cycles and use vinegar periodically.  It was not recommended with each wash.  The [redacted] owner’s manual for [redacted]s
washer state dirt, soil, odor, mold, mildew, or bacterial residue may remain in
your washer as a result of washing clothes. 
This may result in unpleasant conditions, including odors and/or
permanent stains on your washer or laundry.  
In addition, the manufacture recommends leaving the washer door open to
let air circulate inside the tumbler after use. 
Failure to follow these instructions may result in the unpleasant
conditions [redacted] is experiencing.  As
Conn’s is no lon**r the insurer of the washer; [redacted] will need to contact
[redacted] at ###-###-#### to determine their Terms and Condition on replacing
covered products.
 
In regards to [redacted]s complaint regarding his stools; based on
the serviceman’s finding and photos provide it was reported that the finish was
flaking off and a small dog chewed the stretcher bars on all stools. Although the
service technician did not see a dog chewing on the stool; we confirmed the
bars were dama**d; there were no defaults found in the design of the stools a
dog was present on the stools at the time of inspection.  If the reported dama**s resulted in colliding
with other objects as described by [redacted] this is not covered under the
Terms and Conditions of the [redacted] Plan as well; please refer to Section
(15q) What Is Not Covered.  We have
included pictures that were taken at the time of the inspection.
 
At this time, [redacted] stools do not meet the qualifications
for an exchan**; the reported dama**s are not covered under the Terms and
Conditions of the [redacted]
 
 
If we may be of further assistance, [redacted] may contact us at
###-###-####.
 
 
Sincerely,
 
[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 additional comments. Since our previous response, Ms. [redacted] was contacted regarding her complaint and advised that after the last inspection dated 7/19/16; the reported damages are not covered under the Terms and Conditions of the FurnitureGard Plan purchased. Ms. [redacted] informed the representative that the sofa now has new issues and she was advised that we could set up a service call to assess the new issue. However; she was made aware that we could not schedule an appointment to re-assess the previous request because the warranty does not cover peeling.

Thank you for the opportunity to respond to Mr.
G[redacted] complaint. Our records reflect that Mr. G[redacted] purchased 55 inch
smart television with manufacturer’s warranty only on 1/10/15. Mr. G[redacted]
denied Repair Service Agreement with accidental coverage at the time of
purchase.
We show...

that he contacted [redacted] (Insurance
Company) and was advised that he would need to submit an estimate. Although,
Mr. G[redacted] had an option to select the inspection provide; he contact Conn’s
for assistance. A service was setup and upon inspection the technician
determined the screen was cracked due to physical damage. The trip charge for
inspections on products not covered by the warranty is $89.95. However, Conn’s
waived this fee as a goodwill gesture to the customer. We can confirm that the
estimate was not immediately forwarded to [redacted] (Insurance Company) in a timely
manner.
This information has been forwarded to Assurant
(Insurance Company) at this time and the claim has been approved and ready for
processing. 
Mr. G[redacted] may contact the Conn’s Insurance
Department at 1-866-892-8719 for any additional questions or concerns regarding
this matter.
 
Kind regards,
 
Lakena A[redacted]

Thank you for the opportunity to respond Mr. and Mrs. [redacted] complaint.  We researched the complaint and found the invoice for Mrs. [redacted] was cancelled and a credit of $4,562.47 was processed to her [redacted] account.  We confirmed Mrs. [redacted] has been contacted by two 3rdparty...

companies and was offered compensation and repairs for the damages to the boards affected during delivery.  The claim number ([redacted]) was submitted to the contractor’s insurance carrier with York for processing. However, both offers were refused by Mrs. [redacted] because she indicated she wanted the entire floor replaced.  As mentioned in Mrs. [redacted] desired settlement she requested Conn's"Pay for a 3rd party to come in and replace every new board that they damaged"; which was offered but refused by Mrs. [redacted].  We show Mrs. [redacted] will be contacted by the adjuster that is assigned to her case regarding her claim.     If we may be of further assistance, Mr. and Mrs. [redacted] may contact Customer Service Department at 1-877-358-1252.   Kind regards,     Jana [redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint.
Our records show on 3/12/14, Mrs. [redacted] purchased a [redacted] refrigerator
with a 1-year limited manufacturer’s warranty and received delivery on her unit
on 3/26/14.
We received Mrs. [redacted]’s complaint and found she...

has only
contacted Conn’s service department once for repairs regarding her
refrigerator. On 10/21/14, Mrs. [redacted] contacted us stating her refrigerator
was not cooling or freezing. A service appointment was scheduled on 10/24/14;
upon inspection the technician found parts were needed to complete repairs. Our
records show before all parts were received Mrs. [redacted] contacted us stating
she no longer needed service due to the manufacture approved an exchange on her
refrigerator. On 11/11/14; we received an approved return authorization from
the manufacture to exchange Mrs. [redacted]’s refrigerator. Our records show we
no longer had the same model Mrs. [redacted] originally purchased therefore; she
was approved for an in-store credit in the amount of $897.00 (which was the
original amount paid) to re-select another refrigerator. Mrs. [redacted] selected
another [redacted] refrigerator for $1089.99 which was more than the approved
credit of $897.00 therefore; Mrs. [redacted] was required to pay the difference
in price for the new unit. We show Mrs. [redacted]’s delivery was scheduled and
received in good order on 11/12/14.
In regards to the food loss claim, Mrs. [redacted] elected not to
purchase Conn’s Repair Service Agreement Plan which covers the cost of food
loss due to mechanical failures. Mrs. [redacted] may contact the manufacture for further
assistance regarding their policies on food loss claims.
At this time we are unable to honor Mrs. [redacted]’s request, her
exchange was approved for up to $897.00; not to exceed the original purchase
price. We sincerely apologize for any inconvenience Mrs. [redacted] experienced
during this process.
If we may be of further assistance, Mrs. [redacted] may contact us at
[redacted].
Sincerely,
Dyeisha W[redacted]

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]