Conn's Home Plus

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 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]

[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.  
Yes I did receive my check yesterday. my first call to them was the first week of Jan and then every week after that. only when I reported them to Revdex.com and then Tues threatened to file a civil suit on them did they finally give me my refund. I will never do business with them again.

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 for the opportunity to respond to Mrs. [redacted] complaint.
Our records show on 8/**/14, Mrs. [redacted] purchased a Holland House Hillsboro
dinning set which consist of seven pieces ( table and six chairs) with a 1-year
limited manufacturer’s warranty. Mrs. [redacted] signed her delivery...

ticket
verifying she received her dinning set on 8/14/14 in good order.
 
 
We received Mrs. [redacted] complaint and found she contacted our
service department on 9/8/14 stating the top of the headrest came off on one of
the dining chairs.  A service appointment
was scheduled for 9/8/14; upon inspection the serviceman found the top rail of
the chair had a broken dowel and reported the chair was non-repairable. The
serviceman also found the dining table had rub marks and was able to touch up
and buff the table to repair. The serviceman notated Mrs. [redacted] pointed out
hair line scratch marks on the table as well however; the marks were too small
to be repaired.
 
After further review of the serviceman’s finding and photos
provided, Conn’s agreed to issue an exchange for the damaged chair however;
scratches on the table are not covered by the manufacturer’s warranty therefore
we are unable to exchange the dining table. On 10/3/14, a service claim
representative attempted to contact Mrs. [redacted] to notify her of the exchange
for her chair however; they were unsuccessful in their attempt. Mrs. [redacted] may
contact her nearest Conn’s location to initiate the exchange.
   
If we may be of further assistance, Mrs. [redacted] may contact us at [redacted]
 
 
[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.

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]’s complaint. Our records show on 10/17/15, Mrs.
[redacted] purchased a [redacted] Memory Foam...

mattress and a Serta
Perfect Sleeper box spring which was scheduled for delivery on 10/18/15. Upon
assembling the bedroom furniture; the delivery team found Mrs. [redacted]
received a full size mattress and a queen box spring. Mrs. [redacted] was
advised to contact her sales associate regarding the incorrect size mattress
and the delivery team returned the full mattress to warehouse. However; the
remaining item where signed as received in good order.
We spoke to the store manager who verified
that there was a sales error regarding the mattress listed on Mrs. [redacted]’s
invoice. The store manager stated he attempted to correct the issue by
cancelling the original invoice to include a queen mattress however; Mrs.
[redacted] requested to remove the mattress from her order because he was
unable to guarantee a time frame. Therefore; the mattress was cancelled and a
credit of $1059.76 was applied to her account. Mrs. [redacted] also requested to
return the box spring but she was reminded that Conn’s has a No Return or
Exchange Policy on all furniture or mattresses.
Although there were no issues
reported with the box spring at the time of delivery; Conn’s has agreed to
return the item as a gesture of goodwill and issue a credit to her account once
received. Mrs. [redacted] has been contacted and is aware of the approval
delivery is scheduled for Saturday upon request. 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,
 
Dyeisha W[redacted]

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.

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,
The manager refused to write down the reason it was returned the sound kept going out it was defective

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: Monday, December 28, 2015 8:39 PM Subject: Re: You have a New Message from Revdex.com Regarding Complaint #[redacted]I would like to thank Conn's for clearly stating their return/exchange policy in bold print. It clearly states return/exchange if found defective by a service technician. Nowhere does it state exchange only. Since they were clearly stating their policy, nowhere does it say  additional insurance is required nor was I ever offered any additional insurance except for homeowners which I did purchase.  I have never been given an explanation why the 45 day sleep guarantee was also never honored. Yet when I purchased the mattress I was told it came with 120 day sleep guarantee.  In Sept when I received the 2nd defective mattress I tried then to just exchange the mattress and box spring for a different name brand mattress but they also at that time refused to do that stating that the bed frame did not meet manufacturer's standards. Yet the1st defective mattress sitting on the exact same frame did.  They did nothing to resolve this problem until Nov 30th. I will agree to exchange the mattress and box spring only if Conn's accepts responsibility for taking so long to resolve this problem an waivers all late charges an interest and the account still has 12 months same as cash with no interest charged if paid in full by July 28th of 2016..exactly as it was when I purchased it.  I am not responsible for causing this problem or their negligence in resolving it..so I certainly shouldn't be expected to pay for it. Thank you again for resolving this matter.[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]’ 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.]
Regards, I totally disagree with how you just put things ? This is the first that I am here this ! Your company advertisement and sales team made it clear how the repayment would go. I was told "IE" $5000.00 total (1 year interest free) if what was received  from Jan 5, 2015 to Jan 5,2016 and your company received $4000.00 by Jan 5,2016 . I was told that interest would apply 30 days later which would put bill due Feb 21,2016 " INTEREST'' would apply on that 1000.00 . I also was told my due date 21 each month plus a 10 day grace period. If the customer failed to make payment after the 10 day grace period then your off the payment program. Then interest would apply because the customer went passed the grace period! So "THIS DOSENT APPLY TO ME BECAUSE I NEVER WENT PASSED YOUR GRACE PERIOD." I HAVE ALL OF MY BANK STATMENTS ! I ALSO HAVE A FLYER FROM THE STORE THAT GIVES THE EXACT EXAMPLE I JUST LAID OUT ! This  is my very situation that Myself, and others in this country have !   So since I "WASN"T " kicked off the program what is my balance ? I have called and left several messages....customer service have sent multiple emails so they say? I want my balance corrected it should be 990.00 to pay off not the balance that you listed . In writing the correction made and a payoff good for 30 days.

Thank you for the
opportunity to respond to [redacted]’s additional comments.  We sincerely appreciate her for bringing her
concerns to our attention.  Our management
team has addressed the lack of communication to ensure we deliver the quality
customer service we strive for within our organization. 
If we may be of further
assistance, [redacted] may contact our Customer Service Department at [redacted].
    


 
Kind regards,
 
 
[redacted]
Customer Relations Officer









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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.  
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 to [redacted]’s complaint. Our records show on [redacted],
[redacted]. [redacted] received a free 32” [redacted] television as a promotion with her
qualified living room purchase. [redacted]’s television came with a 3-month
limited manufacturer’s warranty which...

expired on [redacted]; no additional
coverage was purchased.
 After further review and
research regarding [redacted]’s complaint, we found her television was
inspected by a Conn’s technician on [redacted]. Upon inspection the technician
found the television’s panel was cracked which is not covered under the Terms
and Conditions of the manufacturer’s warranty. 
[redacted]. [redacted] did not elect to purchase accidental coverage to cover
the damages therefore we were unable to continue with repairs.
 At this time we are
unable to honor [redacted]’s request for an exchange; [redacted] did
not have accidental coverage on her television to cover the reported damages.
As of [redacted], [redacted]’s manufacturer’s warranty has expired and she no
longer has coverage.
 If we may be of further
assistance, [redacted]. [redacted] may contact Customer Service at [redacted].
 Kind regards,
[redacted]

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. From: [redacted]  Sent: Sunday, July 05, 2015 5:16 PM To: drteam Subject: ID # [redacted]- Conns Appliance, Inc. To whom it may concern:  The issue is resolved. Thank you Revdex.com Houston

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] 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]