Conn's Home Plus

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.  
ATTENTION Revdex.com - Conns did not set up delivery of wedge.  Therefore I cannot ACCEPT their offer.  As requested I called the store to set up delivery of my wedge and spoke with [redacted], Assistant Manager of [redacted] Store. [redacted] does not  have information regarding this matter to assist me.  He said he could not see any information regarding delivery of a wedge and my request has been DENIED. This has been my response since [redacted]. No one at Conn's has been able to take care of this matter. They all say one thing to me and makes no notes on my file for the other Representatives to view and handle this situation. Conn's is also not truthful about damaged wedge when I have a video copy of two of their Reps saying the wedge is damaged. Revdex.com, Conn's wrote a statement to close this complaint but has NOT told you the TRUTH. I  DO NOT want to deal with CONN's ever again. Please have them to refund my money because again they DID NOT do as the letter they wrote to you. I need help in this situation immediately.

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.  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]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11007842, and have determined that this proposed action would not resolve my complaint.  
[Provide details of why you are not satisfied with this resolution.]
Regards,
  My complaint was not with the bank who supplied the  credit, nor with the interest they have assigned to me, as I do appreciate the lower rate they gave me. My complaint is with the Conn's store sales person, himself. I was told by this sales representative that I would receive zero % if I opened an account to make my purchase. I was never told that I did not qualify for the zero % before he had the contract printed out. It is true, I'm sure, that the current percentage rate was disclosed in the contract, however though everyone should read through anything they sign, I admit I did not. I, however, signed the contract thinking I was getting the zero % I was quoted before I went so far as to open an account in the first place. Had I realized or known the change that was made, and I am saying was not discussed before my account was opened, my husband was have merely added it to his account. So as you can understand, my complaint was not with the creditor, but with the store itself.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  
  This was not the response the company had originally gave me but I am glad they have changed their response and will be going to the store to get the new furniture this weekend.

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to the concerns you have regarding account(s) [redacted]2530 and 2531. We have a more than 120-year history of quality customer service and satisfaction, and I would not want anything to impair that record. Our contact information...

is located on Ms. [redacted]’s retail installment contract or promissory note and security agreement, invoice, coupon book, and welcome letter. As a reminder, she may contact Conn’s regarding questions about her purchase by calling our Customer Service Helpdesk at 1-877-358-1252, or on-line at www.conns.com.     Ms. [redacted] stated in her complaint that: she paid her accounts off on March 15, 2017; the accounts are still opened and she would like them closed; she is receiving collection calls and letters and she would like the collection efforts to stop; she would like the credit marks to be removed from the accounts. Our investigation reveals that: Ms. [redacted] accepted a settlement offer on her accounts on March 15, 2017; the accounts are in process of closing; we have ceased collection efforts on the accounts; once the accounts close, they will be reported as settled for less than full with a zero balance.   According to our records, Ms. [redacted] accepted a settlement offer on March 15, 2017 for accounts [redacted]2530 and [redacted]2531.  Once the settlement amount has been paid it can take 30-45 business days for the accounts to close.  On May 19, 2017 account [redacted]2530 was closed.  We are still in the process of closing account [redacted]2531.   Conn’s has taken measures to ensure Ms. [redacted] is not receiving collection calls while the maintenance is processing on the accounts.    Once the accounts close, they will be reported as settled for less than full with a zero balance.  If any delinquent credit marks were assessed from the settlement payment date to the present date, they will be reversed once the accounts close.  Please note, it may take the credit bureaus 30-60 days to update their records.   Conn’s sincerely apologizes to Ms. [redacted] 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.  
For the 2nd time, Conns isn't answering my complaints, they keep saying the same thing over and over. Conns says I didn't call after the first delivery, and I did complain after the first delivery was delivered 3 weeks early. I called David and delivery, and corporate. This is going to cost me more to paint these rooms since I have to pay the painters to move all of the furniture out of these 3 rooms, when they would have been empty had the delivery been around February 8th when salesman David told us it would. Cost = $350
Conns isn't responding to the fact that my family went 12 days with out any living room furniture. Cost $120
Conns has not addressed the issue that I received a total of 5 deliveries. This is excessive and cost me time. I lost time from work for the excessive deliveries, 19 hours. Cost $401.85
Conns has not address their lack of customer service shown by the fact that I had to make so many call and talk to over 5 different people. I lost time from work and ran up my minutes from all the correspondence, 53 phone calls for a total of 549 minutes. Time cost $193.52, phone minutes cost $192.15
I was paying interest on items I didn't even have. Cost 96.25
I faxed this to the number they gave me and I have a confirmation of completion of the fax. They added property insurance in the amount of $493.54 when I told them this furniture was covered under my home owners and I sent the declaration page from my insurance company USAA, and they still refuse to take this charge of $493.54 off my account. Cost $493.54
The total cost to me that their actions cost me is $1847.31.

Thank you for the opportunity to respond to Mr. [redacted]’s
complaint. Our records show on [redacted], Mr. [redacted] purchased a 70” [redacted] 3D TV with a 48-month Repair Service Agreement Plan. Mr. [redacted] elected to
pickup his television from our E. Broadway location in [redacted]...

** on [redacted].
Mr. [redacted] signed his pickup slip/invoice acknowledging he received his item
in good order and that the Return/Exchange Policy was discussed prior to
pickup. Our customers are given the opportunity to
inspect their product prior to leaving the store. As listed on the pickup slip/invoice provided to
Mr. [redacted] “Please thoroughly inspect your merchandise for damage prior to
loading. An exchange or price concession will not be authorized for damaged
discovered after the product leaves the warehouse or store. A restocking fee
may apply to Return and/or Exchanges”.
We received Mr. [redacted]’s complaint and found on [redacted], Mr.
[redacted] brought his television back to Conn’s where he made his purchase
stating there was a blur on the screen when the television is turned on. We contacted
the sales associate and store manager who assisted Mr. [redacted] upon return and
was informed that the television was tested inside the store and was unable to
detect a blur on the screen. Mr. [redacted] was informed he would be required to
pay a 15% restocking fee if he no longer wanted the television due to no
problem was found with the unit. At this time we are unable to honor Mr.
[redacted]’s request to refund the restocking fee charge due to no problem was
found with the television when returned to the store.
We have included supporting documents in our response.
If we may be of further assistance, Mr. [redacted] may contact us at
###-###-####.
 
 
[redacted]

Thank you for the opportunity to respond to Ms. [redacted]’s concerns regarding account [redacted].  Ms. [redacted] stated she paid her account balance in full, but the account remains open.    According to our records, Ms. [redacted] signed a 30-month retail installment contract on...

January 17, 2015.  That contract included our 12-month no-interest financing promotion (“cash-option”).  Per the terms of the “cash-option,” the “cash-option” is void if the minimum monthly payment is not paid within 10 days of each month’s due date or if the unpaid portion of the total cash option price is not paid within 10 days of the expiration date.  Ms. [redacted]’s total “cash-option was $1434.10. She paid a total of $1161.19 leaving an outstanding balance of $272.91.  We are unable to reinstate the “cash-option” as the total “cash-option price was not paid on or before the expiration date of January 17, 2016.  We have included copies of Ms. [redacted]’s signed retail installment contract, signed cash-option acknowledgement page and 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 Mrs. [redacted]’ complaint.  We researched Mrs. [redacted]’ complaint and found her issue has been addressed.  Our records show an exchange was approved on 12/12/16 to replace Mrs. [redacted]’ furniture.  Our records show Mrs. [redacted] initiated...

her exchange and elected the [redacted] living-room set which consisted of three pieces (sofa, loveseat, and wedge) that all came with a limited 1-year manufacturer’s warranty.  We show Mrs. [redacted]’ furniture was delivered and received in good order on 12/23/16.  Again, we sincerely apologize to Mrs. [redacted] for any inconvenience she experienced during this process.    If we be of further assistance, Mrs. [redacted] may contact our Customer Service Department at 1-877-358-1252.   Kind regards,  Jana [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.]
At the point-of-sale, I was made aware by Timothy, a salesman for Conn's, of a rebate for $550 when purchasing a [redacted] 70D + 70-300mm lens. After the paperwork was signed, I noticed that the rebate was not present on the paperwork. After inquiring about this, Timothy stepped away to try and find out about it. After waiting approximately an hour, he returned and told me that he couldn't find information on it, but he would have more information the next day. When I returned a day later, he had a print-out of the attached PDF file, ending in "[redacted]". He told me that it was a mail-in rebate; however, I did not have time to go over the print-out in detail while at the store. Once I got home, I couldn't find any information about mailing in the rebate on the print-out, so I contacted [redacted]. It was at this point that [redacted] informed me that the rebate was meant to be instant, taken off at the point-of-sale. Going back to Conn's, I approached Timothy about this, and he spent some time seeking out someone at the store that may know what to do. He could find no-one that was aware of this rebate. Speaking to a manager, Pete [redacted], I was told that he would contact the Marketing Department to find out more information about the rebate. Returning yet another day later, I was told once again that the rebate was meant to be mail-in, even after I made Pete [redacted] aware of the email I exchanged with [redacted].The first attached file, ending in "[redacted]" is the relevant rebate offer at the time. A similar rebate is currently running until August 1st, attached with a file name ending in "[redacted]" As you can see, the rebates are titled "Instant Rebate" - I believe Conn's may be mistaken as there is mention of an "[redacted] Rewards card By Mail", however, this is a separate rebate that is not affiliated with this Camera-lens combination, it instead deals with the purchase of a camera and printer.In short, [redacted] was contacted regarding this issue, and responded that it was the authorized dealer's responsibility to offer the rebate at point-of-sale, as it is an instant rebate. Repeated visits to Conn's got me nowhere, as we were repeatedly told that it was a mail-in rebate, despite what [redacted], themselves, had told me.
Regards,
[redacted]

Thank you for
the opportunity to respond to [redacted]’ concerns regarding account
#[redacted].  [redacted] stated she has
made multiple attempts to schedule her payment, but the payment has failed due
to Conn’s entering the wrong payment information.  She would like to be...

reimbursed for the
overdraft fees she has received from her bank.
 
According to
our records and recorded calls, [redacted] made several attempts to schedule a
payment for $62.47 for extensions to bring her account current; however, the
attempts to process the payment failed due to NSF.  Since [redacted] authorized the payments we
are unable to refund the NSF fees she has assessed due to the payment
attempts.  [redacted] also stated she
was informed that she would be able to take advantage of the [redacted]
insurance she purchased with her account. 
[redacted] requested the paperwork so she could file a claim with the
insurance company.  We complied with that
request; however, Conn’s cannot determine if a claim will be paid by the
insurance company.  When requested, the
necessary documentation mailed to the customer in order for them to file the
claim.  That completed information is
forwarded to the insurance company for review. 
The insurance company determines if a customer’s claim will qualify or be
rejected. 
 
We value [redacted] as a customer and appreciate her bringing her concerns to our
attention.  Thank you,Cheryle S[redacted]

Thank
you for the opportunity to respond to [redacted]’s additional comments. As
previously stated, on [redacted] purchased a [redacted] refrigerator
with a 1-year limited manufacturer’s warranty; no additional coverage was
purchased. On [redacted] was approved for an exchange on her
refrigerator under the Terms and Conditions of the manufacturer’s warranty. Our records show [redacted] was originally
scheduled to receive a new refrigerator on [redacted] however; upon arrival the
drivers found the [redacted] was not at home.  Our dispatch team
contacted [redacted] and she informed them that she was at work and could
not leave.  The delivery was rescheduled for
[redacted]; however it was rescheduled by [redacted] and then again on [redacted].  On [redacted] told the delivery
team that she did not want the exchange; she only wanted the refrigerator
picked up. 
At this time we are unable to honor [redacted].
[redacted]’s request for a refund; she has been approved for an exchange only
under the Terms and Conditions of the manufacturer’s warranty. [redacted]
may contact our [redacted] warehouse at [redacted] to schedule a delivery date to
receive her new refrigerator.
 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 Mrs. [redacted]’s complaint. Our records show on 4/29/15, Mrs. [redacted]
purchased a ** washer and dryer and also elected to...

purchase a 24-month Repair
Service Agreement. Mrs. [redacted] signed her invoice acknowledging she received a
copy of the RSA brochure at the time of purchase and understood the coverage
associated with the covered products. We show Mrs. [redacted]’s washer and dryer was
delivered on 4/30/15; during delivery there was damage to the dryer. Mrs. [redacted]
was offered and accepted a 10% damage concession of $49.99 which was applied to
her account on 5/11/15.
We reviewed Mrs. [redacted]’s complaint
and found she contacted our service department on 7/31/15 stating her dryer is
making a loud noise and not drying clothes properly. A service appointment was
scheduled for 8/6/15; during inspection the technician found parts were needed
to complete repairs. Our records show we had the part available locally and
attempted to contact Mrs. [redacted] to scheduled repairs but were unsuccessful. We
contacted Mrs. [redacted] again on 8/8/15 and were able to schedule repairs on
8/12/15; however Mrs. [redacted] rescheduled for 8/15/15. During repairs the
technician found an additional part was needed that was not immediately
available. We show the part arrived on 8/18/15 and Mrs. [redacted] was scheduled to
install the new on 8/20/15. Per the service technician, the part was not
installed because Mrs. [redacted] re-scheduled her service appointment on four
separate occasions (8/20/15, 8/24/15,
8/26/15 and 8/29/15); therefore the part was returned and the service order
was completed. Mrs. [redacted] was advised to contact our service department when
she was available to complete repairs. Mrs. [redacted] later contacted us again on
9/11/15 regarding the same issue. Our service department re-ordered the part
needed from the prior service order which arrived on 9/15/15. Mrs. [redacted] was
contacted on 9/16/15 and 9/22/15 to scheduled repairs but was unsuccessful and
left a voice message. Mrs. [redacted] contact us on 9/23/15 and setup a service
appointment on 9/26/15. However; per the technician the service appointment was
again re-scheduled because Mrs. [redacted] stated she had to attend her nephew’s
football game and had training during the week. Mrs. [redacted] is currently
scheduled to complete repairs on 10/3/15 as requested.
At this time Mrs. [redacted]’s dryer does
not meet the qualifications for an exchange under the T&C’s of the
manufacturer’s warranty or RSA Plan purchased; we will continue with any
covered repairs. Mrs. [redacted] has not allowed us to repair her dryer in a timely
manner which has resulted in a service delay.
If we may be of further assistance, Mrs.
[redacted] may contact Customer Service at [redacted].
Kind regards,
Dyeisha W[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.  Hello Ms. [redacted] I am requesting the information requested by [redacted] to file a claim. As well as the documents I mailed to [redacted] per their requirements to file a claim. Also I am a requesting copy's of the collection phone calls placed to my cell phone at the end of March.
Regards,
[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.  The investigation conducted by Conn's was not accurate. They left out  that when the sofas were loaded one of the sofa I signed for was damaged  during  the loading processes by their staff. They  immediately gave a new sofa.Which I didn't sign for. Also Conn's staff told me that the reason I would not get a new sofa  was because  I didn't buy a warranty. I want the Revdex.com to investigate  if Conn's does  this  on purpose  to consumers when a warranty is not purchased. It seems Conn's  employees are very  well trained  to say since you picked up the merchandise and didnt buy warranty you are suck with what is given to you.
[Provide details of why you are not satisfied with this resolution.]
Regards,

Thank you for
the opportunity to respond to Ms. [redacted]’s concerns regarding accounts
[redacted] and [redacted].  Ms. [redacted]
stated she made a purchase in October and wanted to add her existing account to
the new purchase, but it was not processed.
According to
our records,...

Ms. [redacted] signed a 32-month retail installment contract on
October 11, 2015.  That contract included
our 12-month no-interest financing promotion (“Cash-option”).  Ms. [redacted]’s existing account did not have
the 12-month “cash-option.”  In order to
combine the accounts, they would both have to meet the same financing terms. 
Since one of
Ms. [redacted]’s accounts is a “Cash-option” account and the other account is
not, we would not be able to combine the accounts. 
We value Ms.
[redacted] as a customer and appreciate her for bringing her concerns to our
attention.  We have attached copies of
Ms. [redacted]’s signed retail installment contracts for her records. Thank you,Cheryle S[redacted]

Thank you for
the opportunity to respond to Mr. [redacted]’s concerns regarding his
accounts.  Mr. [redacted] stated he was
given the option to combine his accounts.
According to
our records, Mr. [redacted] accepted the offer to combine his two accounts on November
14, 2014.  We...

sent him a new contract to
sign on November 21, 2014.  We received
the contract back from Mr. [redacted] on November 29, 2014.  The contract was then reviewed and sent to
contract processing on December 3, 2014. 
Please note, it can take up to 30 days for the process to be
completed.  Both Mr. [redacted]’s accounts
are current and the next due date is January 20, 2015.  Mr. [redacted] will be given a new due date once
the contract processing is complete. 
We also do not
do additional credit checks when combining accounts.  There were no additional credit inquiries on
Mr. [redacted]’s credit bureaus, nor has he received any credit marks due to the
combining of the two accounts.  We value Mr. [redacted] as a
customer and appreciate him bringing this matter to our attention. Thank you,Cheryle S[redacted]

Thank you for the opportunity to respond to Mrs. S[redacted] additional
comments.  Our records show Mrs. [redacted] contacted us again on 6/05/15 regarding her sofa, nightstand, and dresser.  We show
Mrs. [redacted] is scheduled for service on 6/27/15; once we receive the
serviceman service report we will be able to determine what further action is
needed. 
 
If we may be of further
assistance, Mrs. [redacted] may contact our Customer Service Department at 1-877-358-1252.
 
 
Kind regards,
 
Kathryn J[redacted]











7/10/2015