Conn's Home Plus

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]

[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 to [redacted]’s complaint. After further research, we found [redacted] was offered and accepted a concession for damages during delivery. We sincerely apologize for any inconvenience [redacted] experienced as a result of delay processing her concession. As...

of [redacted], we have processed [redacted]’s check request and will mail her check overnight to the address provided. [redacted] may track that status of her refund at[redacted] (tracking number [redacted]). If we may be of further assistance, [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 have determined that this proposed action would not resolve my complaint.  
[Provide details of why you are not satisfied with this resolution.]
Regards,
  The reason Conns responded back regarding the service call was because I had to make a quick decision per my family needs. When I originally purchase the dryer the warranty had several years attached. But there was defaults with the dryer, it also was a default with the [redacted] washer which was replaced by Conns. However, my warranty was a extended warranty but when I got the new washer, it was changed, not by me. Of course Conns will lead the Revdex.com to believe that they ask me to extend a warranty that should have been honored. Therefore, I had to do what I need to for my family.[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.  
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 [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.  
[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 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:
This letter is to inform you that Conn's has carried out to my satisfaction the resolution it proposed for my complaint, filed on [redacted]2014 1:43:37 PM and assigned ID [redacted].
Regards,

Thank you for the opportunity to respond to Ms. [redacted]'s additional comments. Since our previous response our records show on 6/5/17, our technicians returned to Ms. [redacted]'s residence only to remove the pedestal from the washer as requested. Our records show Ms. [redacted] contacted our service department on 6/8/17 stating the washer will not complete cycles or turn off. A service appointment was scheduled for 6/15/17. During the inspection the technician found when the washer was on the pedestal it cause the shocks to malfunction and needed to be replaced. We received that parts are on 6/20/17 and Ms. [redacted] was scheduled to install on 6/23/17. The technician reported that he installed four new shocks and tested the washer and the unit tested okay. Our records show Ms. [redacted] contacted us the following day 6/24/17 stating the washer is still not working. We sent out a service technician as well as the service manager to re-assess Ms. [redacted]'s washer on 6/27/17. The manager reported that they tested all functions on the unit however; no functional failure was found with the washer. The manager reported that they checked the tube and found a drivers license in the tube. The technician also notated that he heard what appeared to be loose change fall between the basket and the tube when spinning the tube. Ms. [redacted] was advised to wash a load of clothing and and contact us if she is still experiencing issues with the unit.     We show Ms. [redacted] contacted us and stated that the unit is still not working properly. Therefore; we have agreed to issue and exchange under the Terms and Conditions of Repair Service Agreement. As of 7/1/17, Ms. [redacted] has reselected and a new washer has been successful delivered.   We sincerely apologize for any inconvenience Ms. [redacted] experienced as a result of the delay. 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.  
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,

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

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.

Thank you for the opportunity to respond to Ms. [redacted]’s concerns regarding account [redacted].  Ms. [redacted] stated she does not believe her balance is correct on her account.    According to our records, Ms. [redacted] signed a 30-month retail installment contract on April 4,...

2016.  That contract included the Repair Service agreements (RSA) on the washing machine and the dryer.  Ms. [redacted] decided to cancel the RSA coverage on the units and the credit was applied to her account.    We have included a copy of Ms. [redacted]’s 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 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]

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 again for the opportunity to respond to Ms. [redacted]'s concerns regarding her accounts.  We would be able to combine Ms. [redacted]'s accounts if she chooses; however, we would not be able to lower her minimum monthly payment below $200.00 each month.

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.  
From: [redacted] Sent: Friday, July 03, 2015 8:26 AM To: drteam Subject: [redacted] Corpus Christi TX 78413 Re: ID # [redacted]- Conns Appliance, Inc.Hello, received your message, but could not figure out how to respond!  We have not heard back from Conn's, in spite of their message to you about the goodwill gesture - we do not anticipate hearing from them, they are so disorganized that it's likely we will hear back next year or something - they seem quite shady in their practices.We attribute the resolution of this issue to your intervention, we are very grateful for your very prompt attention to our concerns, and the business practices of this company.  We certainly would have replied, if we could figure out how to do it!  hoping this message finds you, thank you so much for your help with this,Mr. and Mrs. [redacted]

Thank you again for the opportunity to respond to Mrs. [redacted]'s concerns regarding her son's account.  The telephone number provided by Mrs. [redacted] in her original complaint is not listed in our system.  Mrs. [redacted] will need to fax over proof from her bank regarding the payment she stated has been debited from her account without her permission.  We have no documentation of that fax being received. Again, we have provided copies of the payment history on Mr. [redacted]'s account.  If Mr. [redacted] believes there is an error, he will need to fax a copy of his full bank statement regarding the payment in question.

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.  Again, the statements made are not accurate or truthful  I certainly provided my address and once again, I have active accounts with them at a newer address.  Simply due diligence on their part would have revealed that to them.  Today is 8/15/16. I still have not received the insurance reimbursement.  I received the Warranty refund on 8/6/16, days after filing the complaint  it was postmarked 8/2/16.  Conn's had made some sort of error in sending me my money. I have been damaged in that I have not been able to secure a residence for want of said money. They continue to ask me to be patient. On 8/12/16 I left work early do that I might speak with them inside their business hours  I called at 4:40 PM and was told they had closed. They are supposed to be open until 5:00 PM.I will not keep chasing them for what is due me. They need to send me my money as quickly as possible without any further delay or excuse .Thank you kindly.
[Provide details of why you are not satisfied with this resolution.]
Regards,