Conn's Home Plus

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]

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to Ms. [redacted]’s 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, Ms. [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.  Ms. [redacted] has stated in the complaint: 1)      She has been having an issue with her furniture since it was received; 2)      She was told by the sales representative that her furniture was made of all wood; 3)      She has contacted us and has not received assistance; and 4)      She is requesting an exchange or refund.     Our investigation reveals that: 1)      We have no records showing that Ms. [redacted] contacted us regarding any issues with her furniture at the time of delivery; 2)      Although we are unable to verify verbal communication, our shelf tags display descriptions on the products listed; 3)      We have been in contact with Ms. [redacted] regarding her service; 4)      Ms. [redacted]’s furniture does not meet the qualification for an exchange or refund.   Our records show on 12/29/16, Ms. [redacted] purchased the [redacted] Queen bedroom furniture that consists of seven pieces (headboard, footboard, rails, dresser, mirror, night stand, and chest) which came with a 1-year limited manufacturer’s warranty.  Ms. [redacted] elected not to purchase the additional coverage with Conn’s.   We researched Ms. [redacted]’s complaint and found that she contacted our service department on 2/28/17 stating the rails are chipped, and there is a scratch on the dresser. A service appointment was originally scheduled for 3/20/17 however; Ms. [redacted] requested to re-schedule. Our records show the service order was canceled on 4/8/17 due to several failed attempts to re-scheduled Ms. [redacted]’s appointment.   We show Ms. [redacted] later contacted the service department on 4/11/17 regarding the same issue. A service appointment was scheduled for 4/20/17. During the inspection, the serviceman found the top of the dresser was scratched and chipped as well as chips on the left side of the rail. Although the manufacturer’s warranty does not cover cosmetic damage and the problem found at the time of inspection was from use, the serviceman notated that he filled, stained and sealed the left side rail and the top of the dresser to complete minor repairs.   Our records show Ms. [redacted] contacted us again on 5/9/17 requesting service stating that her dresser and nightstand is peeling.   Ms. [redacted] was informed that peeling is not covered under the Terms and Conditions of the manufacturer’s warranty.   At this time we are unable to honor Ms. [redacted]’s request for an exchange or refund.    Conn’s values Ms. [redacted] as a customer and appreciates her for bringing her concerns 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.  
Your service policy clearly states that your company has 30 days to fix the product or a replacement will be issues. In those 30 days I called numerous times to check on service and to check on when the parts would be in. So by your warrant standards I should have received my replacement dishwasher the week of 12/26 or perhaps even the following week. Instead I had to wait 22 more days to receive my replacement. And had I waited for YOUR company to call me to inform me I had been approved I would not had received my replacement until 1/23, as I did not receive a phone informing me that I had been approved for replacement until 1/16- 1 hour before my dishwasher was already scheduled to be dropped off. It is appalling how bad your company treats its customers, especially those that are in good standing. On top of that I only believe I was approved for a replacement because of this complaint that I had filed with the Revdex.com. 
Regards,
[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 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 [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]

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.

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]’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]

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]

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 to [redacted] complaint. Our records show on 3/1/14,
[redacted] purchased a [redacted] 75” [redacted] TV and elected to purchase a 25-month
Repair Service Agreement with Accidental Coverage.
 
We reviewed [redacted]
complaint and found she has only...

had one service call with Conn’s. On 8/21/14,
[redacted] contacted our service department stating there were vertical lines
on her television screen however; the picture and audio was working. A service
appointment was scheduled on 8/25/15; during the inspection the technician
found a new panel was needed to complete repairs. Once the part arrived, the
technician installed the new panel and reported the television was functioning
properly.
                   
Upon further research we
found on 6/1/15, [redacted] RSA/Accidental Coverage was voided due to her
account status with Conn’s as listed under the Terms and Conditions. Mrs.
Leake’s television is also no longer covered under the Terms and Conditions of
the 1-year limited manufacturer’s warranty which expired on 3/1/15. We show on
7/2/15, [redacted] contacted our service department for repairs on her
television. However; she was advised she will be responsible for any service
fees due to the unit no longer had coverage under the manufacturer’s warranty
or RSA/Accidental Plan.
 
At this time we are unable
to honor [redacted] request; her RSA/Accidental Plan was voided as listed
under the Terms and Conditions Number
(6) Cancellation: non-payment.
 
If
we may be of further assistance, [redacted] may contact our customer service
department at [redacted].Kind regards,Dyeshia W[redacted]








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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.  
Clearly, this information is not correct. I will submit my Sprint Bill when it becomes available to show how many times Conn's placed a call to me within the three day period. Furthermore, Conn's continues to ignore my request whether or not the proof of renters insurance that I had submitted so that the insurance balance is removed from my balance remaining.In addition, they have NOT returned any of my calls to corporate office that I made about said original complaint with being called multiple times, nor to my inquiry.I would like Conn's to apply at least a one month credit to my account for their continued insubordination, and horrible business practice.The customer service team is RUDE. That is NOT how you treat customers.
Regards,

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]

Thank you again for the opportunity to respond to Ms. [redacted]'s concerns. Ms. [redacted] will need to allow up to 30 days for review regarding credit reporting.

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 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 Mrs. [redacted]’ concerns regarding a refund on
account #[redacted].  Mrs. [redacted] stated she
paid her account off; however an additional payment was processed.
 
According to
our records, Mrs. [redacted] had automatic payments scheduled through...

our online
banking system and had not canceled the automatic payments once the account was
paid in full.  As of April 17, 2015, a
refund in the amount of $150.00 has been processed.  Mrs. [redacted] will receive a check in the mail
within 7-14 business days.  We have
attached a copy of Mrs. [redacted]’ payment ledger for her records.
 
If Mrs. [redacted]
does not receive the refund check within 7-14 business days, we ask that she
contact us directly so we may track the location of the check.
 
We value Mrs.
[redacted] as a customer and sincerely apologize for any inconvenience she has
experienced due to this matter. Thank you,[redacted]

Thank you for
the opportunity to respond to Mrs. [redacted]’s concerns regarding account
#[redacted].  Mrs. [redacted] stated she
made a payment on June 11, 2015 but it has not posted to her account.
 
According to our
records, Mrs. [redacted] schedules her payment through...

her online bill-pay with
her financial institution.  The payment
was misapplied to another account because the account number listed with her
financial institution is incorrect. 
 
We have
located the missing payment and applied it to Mrs. [redacted]’s account as of July
16, 2015; however, to prevent this from happing in the future, Mrs. [redacted]
will need to update the account information with her financial
institution. 
 
We have
attached a copy of Mrs. [redacted]’s payment history showing the payment
correction as well as the late fee reversal. 
Mrs. [redacted] has not received any credit marks due to this matter.
 
We value Mrs. [redacted] as a customer and
appreciate her bringing her concerns to our attention.Thank you,Cheryle S[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint.  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,