Conn's Home Plus

Thank you for the opportunity to respond to [redacted] complaint. Our records show on 12/22/14, [redacted] purchased a [redacted] with a 24-month Repair...

Service Agreement Plan. We
show [redacted] elected to pickup his [redacted] from our Conn’s warehouse
located in [redacted]; no installation service was purchased.
 
We received [redacted] complaint and found on
4/7/15, Conn’s approved an exchange on his microwave.  Our records show we no longer had the
original [redacted] purchased therefore; we issued an in-store credit
for $379.97 (the original amount paid) to re-select a different [redacted] that
meet his expectations. [redacted] will need to return the old [redacted] to his
nearest Conn’s location to initiate the exchange.
 
At this time we are unable to honor [redacted]
request; the previous [redacted] was picked up and installed by someone other
than Conn’s therefore, we will not be able to deliver and install [redacted]
new unit at no additional cost.
 
We have included [redacted] signed pickup slip
at the time of his original purchase.
 
 
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 Ms. [redacted]’s concerns regarding account [redacted]8631.  Ms. [redacted] stated she began receiving
collection calls for the past due balances on her accounts.  She also stated she received calls for an
account that is not hers. ...


According to
our records, Ms. [redacted] signed a 32-month retail installment contract on July
29, 2015.  Ms. [redacted] agreed to have her
minimum monthly payment due on the 11th 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]’s 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.  
Conn’s respectfully disagrees that
it has harassed Ms. [redacted], as we have been unable to reach her regarding the
past due balance on her account.  We also
have no records of Ms. [redacted]’s telephone number being linked to another
customer’s account in error. 
Although Conn’s would prefer to
keep the lines of communication open, we have placed a cease communications on
Ms. [redacted]’s account at her request.
We value Ms. [redacted] as a customer
and appreciate her for bringing her concerns to our attention.  Thank you,Cheryle [redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint.  Our records show on 9/27/15, Mrs. [redacted] purchased a [redacted] 65” 4K [redacted] with a 49-month Repair Service Agreement w/Accidental Damage.  Mrs. [redacted] elected to have her TV delivered; however prior to her...

deliver being completed Mrs. [redacted] returned to her local Conn’s on 9/30/15 and cancelled her purchase.  Mrs. [redacted] was advised her down payment of $180.00 would be refunded within 7-14 business days.  After further review we found there was an error processing Mrs. [redacted]’s refund request which caused a delay.  As of10/22/15, Mrs. [redacted]’s refund check was mailed to her residence.  We attempted to contact Mrs. [redacted] on 10/23/15 regarding her complaint, but we were unsuccessful in our attempt.  We ask that Mrs. [redacted] allow 3-5 business days to her refund check.  We sincerely apologize for any inconvenience Mrs. [redacted] experienced during this process.                  If we may be of further assistance, Mrs. [redacted] may contact our Customer Service 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 1/24/15, Mrs. [redacted] purchased a [redacted] washer and dryer and elected to purchase a 48-month Repair Service Agreement. We researched Mrs. [redacted]’s service history and found that she contacted our service...

department on 1/9/17 stating her dryer is not drying. There was a delay scheduling Mrs. [redacted]’s initial appointment due to her service area. However; we were able to schedule an appointment with a 3rd party certified service technician for 1/20/17. During the inspection, the technician found the thermostats were burnt out and replaced them with new thermostats to complete the repair. We have no further records showing that Mrs. [redacted] has contacted our service department regarding any additional repair needs since the service was complete. At this time we are unable to honor Mrs. [redacted]’s request; based on the technician’s report the unit has been successfully repaired. 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 us at 1-866-765-1513. Kind regards, Dyeisha W[redacted]

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to Mr. [redacted]’ concerns. We have a more than 120-year history of quality customer service and satisfaction, and we 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)       He has contacted us for repairs on his refrigerator, but the unit has not been repaired promptly; 2)       He was told that an immediate exchange would be offered if the product is defective.   Our investigation reveals that: 1)    The compressor that was ordered to repair Mr. [redacted]’ refrigerator was on back order. 2)    The Repair Service Agreement purchased by Mr. [redacted] is a service warranty and not a replacement guarantee.   Our records show on 1/2/15, Mr. [redacted] purchased an ** side-by-side refrigerator and elected to purchase a 48-month Repair Service Agreement Plan.   We researched Mr. [redacted]’ service history and found that he has contacted us twice for repairs on his refrigerator. We received Mr. [redacted] last service call on 6/22/17 stating his refrigerator was not cooling, freezing or making ice. A service appointment was scheduled for 6/24/17. During the inspection, the technician found a new drier ASM and compressor was needed. We show the drier ASM arrived on 7/1/17 however; the compressor was on backorder with the manufacturer. We submitted an exchange request to the manufacturer due to the part delay. Based on the manufacturer, we were advised that they reached a agreement with Mr. [redacted] regarding his concerns.   Our records show on 7/28/17 Mr. [redacted] returned and purchased a Samsung side-by-side refrigerator which was delivered and received in good order on 7/29/17. We sincerely apologize for any inconvenience Mr. [redacted] experienced as a result of the service delay.   Conn’s value Mr. [redacted] as a customer and appreciates him for bringing this matter to our attention.

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 said I had returned or canceled the tables so yes I am glad they did that now I have no sofas those stupid [redacted] guys in a plain white truck came took the sofas so even tho I signed a contract I did not see what I signed I knew it was a contract but they took advantage of the situation and felt like oh thus guy is blind let's let him have it I am not satisfied and I want the account to be credited they sold it over charged and that is where all those so called credits went and yes I have a horrible none payment because the way they treated me is the way I treated them 
Regards,

Thank you for the opportunity to respond Ms. [redacted]’s concerns regarding account [redacted]2930.  Ms. [redacted] stated she has not received her payment booklet.   According to our records, Ms. [redacted] signed a 36-month retail installment contract on November 20, 2016.  She agreed to have...

her minimum monthly payment due on the 20th 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, Ms. [redacted]’s payment booklet was mailed to the address on file within 7-10 business days of her purchase. We have mailed Ms. [redacted] a new payment booklet in the event she has misplaced the original one.   Ms. [redacted] also stated she should have had next day delivery.  According to our records, we attempted to deliver the products the next day; however, we were unable to reach Ms. [redacted]; therefore, her delivery was rescheduled.   Conn’s values Ms. [redacted] as a customer and appreciates her for bringing her concerns to our attention.

Thank you for the opportunity to respond to [redacted] concerns regarding account [redacted] stated he believes his cash-option should be honored due to a delay in delivery.   According to our records, [redacted] signed a 32-month retail installment contract on June 14,...

2015.  That contract included our 12-month no-interest financing promotion (“cash-option”). Due to a delivery delay, [redacted] received his product on August 6, 2015.  Conn’s has agreed to honor [redacted] request to honor the “cash-option” and close the account.  We ask that [redacted] please allow 10-14 business days for processing.  [redacted] will receive an account close-out letter once the maintenance has been completed and the account is closed.    Conn’s values [redacted] as a customer and sincerely apologizes for any inconvenience he has experienced due to this matter.   Thank you, Cheryle S[redacted]

Thank you for the opportunity to
respond to Mrs. [redacted]’ complaint. Our records show on 4/20/15, Mrs. [redacted]
purchased a [redacted] 48” 4K Smart TV and elected to purchase a...

25-month Repair
Service Agreement.
We researched Mrs. [redacted]’
complaint and found she contacted Conn’s service department on three separate
occasions dated (6/1/15, 7/10/15 and 8/3/15) regarding repairs for her
television. During Mrs. [redacted]’ last service appointment, the technician found
parts were needed to complete repairs. However; due to a part delay, Mrs.
[redacted] was approved for an exchange under the Terms and Conditions of the manufacturer’s
warranty. We no longer had the same model Mrs. [redacted]’ originally purchased
therefore; she was approved to re-select a different television for up to
$999.99 (which is the original amount paid). Our records show Mrs. [redacted]
initiated her exchange on 8/31/15 and elected a [redacted] 55” Curved 4k Smart TV
for $1199.99 and elected to purchase an additional 49-month Repair Service
Agreement Plan. 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 W[redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’ complaint. Our records show on 9/18/15, Mrs. [redacted] purchased an [redacted] and elected to purchase a 37-month Repair Service Agreement Plan. We show Mrs. [redacted] signed a 32-month retail installment contract agreeing and...

acknowledging that she was aware her previous account with the remaining balance of $678.17 would be combined with her new purchase. According to our records and Mrs. [redacted] signed contract, her Conn’s account is accurate and does not require adjustments at this time. We researched Mrs. [redacted]’ service history and found that she contacted our service department on 12/31/16 stating her [redacted] is not functioning properly. We received Mrs. [redacted]’ unit in service on 1/10/16; upon inspection, the serviceman found the unit suffered a system crash. The technician reinstalled the operations system, and the system passed all diagnostic tests. Our records show Mrs. [redacted] picked her [redacted] from her local Conn’s on 1/13/17. We sincerely apologize for any inconvenience Mrs. [redacted] may have experienced as a result of the delay. If we may be of further assistance, Mrs. [redacted] may contact us at 1-877-325-1252. 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.  
Sent: Wednesday, June 10, 2015 2:48 PM To: drteam Cc: [redacted] Subject: Revdex.com Complaint # [redacted] Importance: High   Hello Revdex.com, please print off and add the attached documents to my complaint.  The debt has been settled based on the attached documents.  I have already contacted a lawyer and provided  all documentation and recordings from Conn's Appliances basically threatening to continue to ruin my credit.  I will need the final results of the Revdex.com's investigation.  I will be filing my lawsuit against Conn's Appliances in July and would like to know if I could have the results of your investigation in July, 2015.  If any additional information is needed, please contact me at this email address.   Thanks and BE BLESSED, [redacted]
Regards,

Thank you for the opportunity to respond Mr. [redacted]’s additional comments.  As mentioned in Mr. [redacted]’s original response dated (2/26/16); Mr. [redacted] contacted our service department on 1/11/16 stating the leather us tearing on his loveseat.  A service appointment was scheduled for 1/20/16; during the inspection the serviceman found the leather cracking on the right inside back and on the right inside/outside of the arm casing.  After reviewing the serviceman’s findings and photos provided at the time of the inspection; Mr. [redacted] was contacted and advised that the issues reported to the headrest and armrest are the result of normal wear and tear which is not covered under the Terms and Conditions of the manufacturer’s warranty or Furnituregard Plan.  Please reference to the Terms and Conditions of the Furnituregard Plan (Number 15 – What Is Not Covered).  Again, at this time we are unable to honor Mr. [redacted]’s request to credit his account or return/exchange his furniture.  Based on the serviceman’s findings the damages reported are of normal wear and tear from everyday use which is not under covered.    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]

Thank you again for the opportunity to respond to [redacted]. [redacted]'s concerns regarding her account. We have no record of receiving [redacted]. [redacted]'s bank statement showing the payment and the NSF fee.  If [redacted]. [redacted] will fax the full running bank statement to the fax number provided in our first response, we can address her concerns further.  Please note the account number on the fax for a faster response.Thank you,[redacted]

Thank you
for the opportunity to respond to [redacted] complaint. Our records show on 11/11/13,
[redacted] purchased a [redacted] computer with a 1-year limited manufacturer’s
warranty. On 6/20/14, [redacted] contacted us stating the keys were not
responding to strokes on the keyboard....

[redacted] computer was sent to Conn’s
service center and received on 6/30/14; upon inspection the technician adjusted
the BIOS setting, reset settings back to factory settings and unit tested ok.
The computer was returned to the store for pickup on 7/1/14. [redacted] contacted us again on 7/2/14 stating the computer is still not responding to
strokes on the keyboard. The computer was sent back to service on 7/4/14;
during inspection the technician found the unit had liquid damages and returned
the computer to the store unrepaired due to liquid damages are not covered by
the manufacturer’s warranty. Although the reported damages are not covered by
the manufacturer’s warranty, Conn’s has agreed to repair the keyboard as a
goodwill gesture.  
If
we may be of further assistance, [redacted] may contact us at [redacted].
 
Kind
regards,
 
[redacted]

Thank you for
the opportunity to respond to Ms. [redacted]’s concerns regarding accounts
[redacted] and [redacted]  Ms. [redacted]
stated she is being charged additional fees based on her credit score and late
fees for payments.
 
According to
our records, Ms. [redacted] signed a...

24-month retail installment contract on August
11, 2015.  This contract created account
[redacted].  Ms. [redacted] signed a second retail
installment contract on August 13, 2015. This contract created account
[redacted]
 
Ms. [redacted]
stated she is being charged additional fees for credit ratings.  Conn’s respectfully disagrees that additional
fees are assessed on the accounts due to credit ratings. We have attached
copies of Ms. [redacted]’s contracts for her records. 
 
Ms. [redacted]
also stated she has been charged late fees due to payments not posting
timely.  We have no record of late fees
being assessed on either account.  We
have attached copies of Ms. [redacted]’s payment histories for her records. 
 
We value Ms.
[redacted] as a customer and appreciate her for bringing her concerns to our
attention.  We would like to assure her
that no additional service fees are assessed on her accounts based credit scores.  Both accounts have been established based on
the terms and conditions of the retail installment contracts signed at the time
of purchase.  Thank you,Cheryle S[redacted]

Thank you for the opportunity to respond to Ms. Consuelo’s concerns regarding account [redacted]3770.  Ms. Cardenas stated she and her husband returned some items and she believes the contract should have been re-written.   According to our records, Mr. Cardenas signed a 36-month Promissory...

Note and security agreement on November 20, 2016.  Mr. Cardenas returned the washing machine and dryer and invoice credits in the amounts of $19.99 and $1937.63 were applied to the account on January 3, 2017.    Conn’s respectfully disagrees that the contract should be re-written as the credits were applied to the account.  We have included a copy of Mr. Cardenas’ payment history for his records.  Although Mr. Cardenas’ minimum monthly payment will not change, the credits were applied to the account. We have included a copy of Mr. Cardenas’ signed promissory note and security agreement and payment history for his records.   Conn’s values Mr. and Mrs. Cardenas as customers and appreciates them for bringing their concerns to our attention.

Thank you for the
opportunity to respond to Mrs. [redacted]'
complaint. Our records show on 2/24/15, Mrs. [redacted] purchased the [redacted]
Sierra Ridge dining set which consist...

of five pieces (table and four chairs),
the [redacted] Furniture [redacted] Capp living room set which consist of two pieces
(sofa and loveseat), Z-line TV console, and a Frigidaire. Side-by-side
refrigerator. Mrs. [redacted]' delivery was originally scheduled on 2/25/15; however
the sofa was not available for immediate delivery therefore her delivery was
re-scheduled for 2/28/15. Due to serve weather conditions surrounding Mrs.
[redacted]' area, Conn's delivery team was unable to complete delivery which caused
further delay. Our records show Mrs. [redacted]' sofa was canceled from her invoice
due to the product showing to be on back order with the manufacture.
After further researching Mrs. [redacted]' complaint, we show her remaining
item was delivered and received in good order on 3/6/15.  Conn's delivery was able to locate the
[redacted] Capp sofa which is available for 
immediate delivery. Mrs. [redacted]' information has been forwarded to the
store manager where she completed her purchase to re-write her invoice to
include the sofa and scheduled delivery. Mrs. [redacted] will be contacted with the
first available date of delivery and/or if any additional information is needed
to complete the transaction. We sincerely apologize for any inconvenience Mrs.
[redacted] experienced as a result of delivery delay and we will mail her a $50.00
gift card for customer satisfaction.
If we may be of further
assistance, Mrs. [redacted] may contact customer service at 1-877-358-1252.
Kind regards,
 
Dyeisha W[redacted]

Thank you for the opportunity to
respond to Mrs. [redacted] complaint. We researched Mrs. [redacted] complaint
and found that her issue has been addressed. Our records show on...

9/18/15, we
delivered and successfully installed Mrs. [redacted] a new dishwasher.  We have no records indicating Mrs. Thibeaux
has contacted us regarding any further issues she is experiencing with her
dishwasher since delivery was completed. We sincerely apologize for any
inconvenience Mrs. [redacted] experienced during this process.
 
 
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]’s complaint. Our records show on 8/25/13, Mrs. [redacted] purchased a [redacted] French Door refrigerator and elected to purchase 36-month Repair Service Agreement Plan which expired on 8/25/16.   We researched Mrs. [redacted]’s service...

history and found that she only has one completed service call for her [redacted] refrigerator which was dated 6/26/16. Mrs. [redacted] contacted our service department on 6/26/16; stating refrigerator was not cooling. A service appointment was scheduled for 6/29/16 however; the appointment was re-scheduled for 7/1/16 due to the technician in her area became ill.  On 7/1/16; the service technician inspected her refrigerator and found the evaporator assembly cover had to be replaced.  The parts were order and Mrs. [redacted]’s refrigerator was repaired on 7/19/16.  We have no further records showing that Mrs. [redacted]’s has contacted our service department regarding additional repairs needs prior to the Repair Service Agreement expiration date of 8/25/16.   At this time we are unable to honor Mrs. [redacted]’s request; based on the technician’s report the service was completed on 7/19/16. Although Mrs. [redacted]’s refrigerator is no longer covered under warranty, she may contact Conn’s service department at 1-855-266-6349 and receive an estimate if she is in need of further service.     If we may be of further assistance, Mrs. [redacted] may contact us at 1-866-358-1252.     Kind regards,   Dyeisha [redacted]

[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.  Thank you for the assistance in resolving this matter.