Conn's Home Plus

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

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, Conn refuses to address my points of contention.  It isn't  reasonable to have a delivery two weeks early, nor to receive four deliveries instead of one, and to sit on the floor for two weeks because of their actions.  Not too mention the unreasonable number of phone calls to and from this highly unorganized company with poor customer service. I have not been compensated appropriately. My time missed from work was due to their actions and or nonactions.
Regards,

Thank you for the opportunity to respond to Mr. [redacted]’s complaint. Our records show on 4/11/14, Mr. [redacted] purchased the [redacted] Reclining sofa and elected to purchase a 48-month FurnitureGard Plan. We researched Mr. [redacted]’s complaint and found he has contacted our...

service department on five separate occasions dated (3/15/15 until 2/9/16) for repairs regarding his sofa. During Mr. [redacted] lasted service appointment on 2/27/16; the serviceman found the left seat mechanism was not functioning properly and a new mechanism was needed for repair. We show the part was ordered through the manufacturer and shipped to Mr. [redacted]’s residence on 3/3/16 however; Mr. [redacted] contacted service stating both the left and right mechanism needed to be repaired. After further researching Mr. [redacted]’s service needs, Conn’s approved an exchange under the Terms and Condition of the FurnitureGard Plan for up to $989.99 (which is the original amount paid) to re-select. Mr. [redacted] may visit his nearest Conn’s location to initiate his exchange. We sincerely apologize for any inconvenience Mr. [redacted] experienced during this process.   If we may be of further assistance, Mr. [redacted] may contact Customer Service at1-877-358-1252. 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 HAVE SIGN A CONTRACT ON DEC 17 2014 WITH ALL THREE ACCOUNTS AND PLUS A NEW PURCHASE ON DEC 17 2014 AND HAD SIGN ALL NECESSARY PAPERS FOR THE NON-INTEREST WAIVERING. AND TO DO THAT SALES PERSON RITA JO TANTA  HAD TO CALL CORP OFFICE AND GET THE MANGER TONY DONSOL TO SIGN IT AND RITA JO TANTA ALSO TO SIGN THE AMOUNT ON CONTRACT WAS 5772.74. I HAD PAID IN JANUARY 27 2015 ON NEW BOOK THAT WAS SENT TO ME I GOT A CALL IN FEB OF 2015 SAYING I NEVER PAID ON THE ACCOUNT 0[redacted]  DUE ON 1ST. BUT NO ONE CALLED IN JAN2015  ON THAT ACCOUNT. WHEN THEY CALL IN FEB. THEY SAID THEY WANT ME TO SIGN ANOTHER CONTRACT WITH INCREASE OF 860.80 BECAUSE THEY DIDNT ADD INTEREST TO THE CONTRACT IN DEC 2014 AND DID NOT FILE THE WAIVERING PAPERS.THEY CALL ME 7 TIMES A DAY ON MY WORK PHONE WHEN IM AT WORK .

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint. Our records show on 11/1/15, Mrs. [redacted] purchased [redacted] Notebook and elected to buy a 25-month Repair Service Agreement Plan. We researched Mrs. [redacted] service history, and she took her notebook into the local...

Conn’s on 11/4/16 for repairs due to the unit does not turn on when plugged in. Mrs. [redacted]’s notebook was received in Conn’s service center on 11/14/16; during the inspection, the technician found a new AC adapter was needed to complete repairs. Mrs. [redacted] was contacted and made aware that the part was on back order until 11/29/16 and she would be notified once the unit is fixed. Once the part was received the technician attempted to repair the unit but found the incorrect adapter was received. Therefore on 12/2/16; Mrs. [redacted] was contacted and made aware that the notebook has been approved for an exchange due to the service delay. Our records show Mrs. [redacted] requested to receive a refund instead of the exchange, therefore; we processed a credit of $646.25 to her account on 12/7/16. We sincerely apologize for any inconvenience Mrs. [redacted] experienced as a result of the service delay. If we may be of further assistance, Mrs. [redacted]  may contact Customer Service at 1-877-358-1252  Kind regards, Dyeisha [redacted]

Thank you for the opportunity to respond to Mrs. [redacted] complaint. Our records show on 4/22/16, Mr. [redacted] purchased a [redacted] dishwasher which comes with a 1-year limited manufacturer’s warranty; no additional coverage was purchased with Conn’s. We researched Mrs. [redacted] complaint...

and found on 8/1/16, the manufacturer approved Mr. [redacted] for an exchange on his dishwasher due to repair delay. Our records show we no longer carried the same model Mr. [redacted] originally purchased therefore; he was approved an in-store credit for up to $799.97 (which is the original amount paid) to re-select a new dishwasher. We show Mr. [redacted] elected a different [redacted] dishwasher for $699.97 which was delivered and received in good order on 8/5/16. Although Mrs. [redacted] is outside of our Return and Exchange policy period, Conn’s has agreed to issue a refund for the difference as a gesture of goodwill. We have submitted a credit of $108.25 to be processed to Mr. [redacted] account; please allow 7-14 business days for the credit to post. If we may be of further assistance, Mrs. [redacted] may contact us at 1-866-765-1513 Kind regards, Dyeisha [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 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 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]

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 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. [redacted]’s complaint.  We researched Mr. [redacted]’s complaint and found his issue has been addressed.  Our records indicate Mr. [redacted]’s complaint was escalated with upper management and we agreed to exchange his dryer model ([redacted]). ...

Mr. [redacted] was contacted on 7/26/16 and informed of his approval.  Again, we sincerely apologize to Mr. [redacted] for any inconvenience he experienced during this process.  Mr. [redacted] is scheduled to receive his new dryer on Wednesday (7/27/16).  If we may be of further assistance, Mr. [redacted] may contact our Customer Service Department at 1-877-358-1252. Kind regards, Jana [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.  
I was told in the store that they could not replace my mattress after visiting the [redacted] location on two separate occasions.  They told me I could only get a mattress that was cheaper than the one originally purchased on the first visit. The manager then told me he was able to provide me with the exact same mattress and I visited the store for the second time, upon arrival I was told he was wrong and if I wanted a mattress comparable to the one I had I would have to shell out at least another $200.00 plus taxes and delivery.  My husband and I were furious after hearing their proposed outcome. The manager was very rude and uneducated to the problems we had been having, he told us that we would have to use the credit provided on a single item of equal or lesser value if we did not want to finance something more expensive.   After a great deal of consideration we decided to find something that would not cause us to finance anything and be done with Conns Corporation completely. I have been asked to send over a copy of my credit report to address the personal information breach, after speaking with my lawyer I have been advised not to share this kind of information.  I continue to have issues with this and probably will for a long time, I can talk to Conns til I am blue in the face and still come out with no resolve to this issue.  The other accounts at Conns that are accessed with my social security number should be looked over and have anything pertaining to my identity removed.  I am now hoping they report to the three major credit bureaus of my outstanding payment history and the fact that the account has been paid in full. 
Regards,
[redacted]

Roman","serif"">Thank you for the
opportunity to respond to **. [redacted] complaint.  Our records show on11/16/14, **.
[redacted] purchased a [redacted] furniture set which consisted of four pieces
(armless chair, wedge, left loveseat, right recliner) with a 48-month
[redacted] Plan on all four pieces; with **. [redacted] qualifying purchase
he received a free 32” LED TV.  **. [redacted] signed invoice indicates
at the time of purchase he acknowledged he was provided a copy of the
[redacted] Plan brochure and that he understood the coverage associated
with the product(s).  **. [redacted] elected to have his items delivered;
we show **. [redacted] delivery was completed on 11/18/14.
 

After
researching **. [redacted] complaint we found he had two open service calls on
file regarding his loveseat and recliner.  The service history we
found there was a delay getting all parts needed to repair his loveseat and
recliner; therefore Conn’s agreed to exchange his furniture set.  **.
[redacted] exchange was approved on 4/24/15; he was given a credit
up to the original amount paid which was $2,999.99 to re-select four
furniture pieces because the original models were no longer
available.  **. [redacted] may visit his nearest Conn’s location to
initiate the exchange and schedule delivery; **. [redacted] exchange approval
will be valid until 6/08/15. 
We sincerely apologize to **. [redacted] for the experience and any inconvenience
that was caused as a result of the delay.

 

If we may be of further assistance,
**. [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.  
[Provide details of why you are not satisfied with this resolution.]
Regards,
 NONE of the fees were disclosed by the company. When we were asked to sign the papers they only show you the signature box.  This is deception.  I do not agree to pay the undisclosed fees.

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 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.

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]

Thank you for
the opportunity to respond to [redacted] concerns regarding promotional
letters and calls she has been receiving.
 
We have placed
a cease and desist on the telephone numbers provided by [redacted], as well
as, removed her name from the mailing list....


 
Please allow
up to 24 hours for the process to complete. 
If [redacted] receives any further mailings or phone calls after the 24
hour period, we ask that she contact us directly so we may address it further.
 
We value [redacted] and apologize for any inconvenience she has experienced due to this
matter. Thank you,[redacted]








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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]