Conn's Home Plus

Thank you for
the opportunity to respond to Ms. [redacted]’s concerns regarding account
[redacted].  Ms. [redacted] stated she
called to have her payment due date changed to the first of each month. 
 
According to
our records, Ms. [redacted] signed a 30-month retail...

installment contract on
July 18, 2015.  She agreed to have her
minimum monthly payment due on the 25th of each month.  On October 19, 2015 Ms. [redacted] called to
schedule the payment that was due on September 25, 2015.  At that time she requested the payment due
date be moved to the 1st of each month.  We were unable to honor that request because
the account was considered past due at that time. 
 
Once September’s
payment posted to the account, we were able to honor Ms. [redacted]’s request
and her due date has been moved to the 1st of each month with the
next payment being due on November 1, 2015. 
As of November 5, 2015, a late payment fee has not been assessed on the
account for the October payment.  We have attached a copy of Ms. [redacted]'s payment history for her records. 
 
We value Ms.
[redacted] as a customer and appreciate her for bringing her concerns to our
attention.  Thank you,Cheryle [redacted]








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

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 [redacted] complaint. We researched [redacted]
complaint and found that his issue has been addressed. On 6/18/15, Conn’s
approved an exchange and [redacted] received a credit up to $3000.00 to
re-select another refrigerator. Our records show [redacted]...

[redacted] elected a [redacted]
French Door refrigerator and purchased a 24-month Repair Service Agreement Plan.
[redacted] refrigerator was delivered and received in good order on 6/23/15. We
sincerely apologize for any inconvenience [redacted] experienced during this
process.
 
If
we may be of further assistance, [redacted] may contact our customer service
department at [redacted].Kind regards,Dyeisha W[redacted]

Thank you for the opportunity to respond to Mr. [redacted]'s concerns regarding collection calls he has received.  According to our records, the telephone number Mr. [redacted] provided was linked to a Conn's account in error.  We have placed a cease communication on the telephone number...

provided.We appreciate Mr. [redacted] for bringing his concerns to our attention and sincerely apologize for any inconvenience he may have 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 8/01/16, Mrs. [redacted] purchased a ** top mount refrigerator with a 24-month Repair Service Agreement and a, [redacted] that came with a limited 1-year manufacturer’s warranty; no additional RSA...

coverage was purchased on Mrs. [redacted]’s TV through Conn’s. Mrs. [redacted] elected to have her items delivered; which was completed on 8/03/16. Mrs. [redacted] signed her delivery receipt acknowledging that her items where received in good order and that she thoroughly inspected her merchandise for damages for an exchange or price concession would not be authorized for damages discovered after the delivery. After researching Mrs. [redacted]’s complaint we confirmed she contacted us on 8/13/16regarding her TV; stating the TV had fallen and the TV screen was cracked. Mrs. [redacted] was advised that her TV was only covered under the manufacturer’s warranty which did not cover accidental or incidental occurrences. Mrs. [redacted] was informed that we would not be able to honor her request to exchange the unit; no additional coverage was purchased to review other options. We have included a copy of Mrs. [redacted]’s signed invoice; which confirm she purchased RSA on her refrigerator only. As shown the RSA information is listed under the product purchased. If we may be of further assistance, Mrs. [redacted] may contact our Customer Service Department at 1-877-358-1252. Kind regards, Jana AndrewsCustomer Relations

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











7/10/2015

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]

Thank you for the opportunity to respond to Mrs. T[redacted]’s
additional comments. Mrs. T[redacted] stated in her rebuttal that the bed
delivered was not the same bed selected in the store and that we did not
provide an opportunity to purchase additional support for the mattress or information
which would allow her to obtain the support needed.
 
We have included in our response a copy of Mrs. T[redacted] signed
invoice showing the model number selected at the time of purchase matches the
mattress that was serviced. (See law label that was attached upon inspections.)
 
We have also included the link to our website showing the
standard queen frame that is available for purchase Model [redacted].  http://www.conns.com/queen-bed-frame.html
You will see from the picture displayed the center support
needed to meet the manufacturer’s requirements as shown on the manufacturer’s
warranty card.
 
Please note once proper support has been acquired it is
recommended that the mattress be rotated from head to toe 180 degrees.  This will allow the repositioning of the
support and may improve the comfort. 
If Mrs. T[redacted] mattress has been damaged due to the bed frame not
providing continuous support it will not be covered by the limited warranty
as stated on the warranty card.
 
 
If we may be of further assistance, Mrs. T[redacted] may contact
Customer Service at 1-877-358-1252.
 
 
Kind regards,
 
 
 
Kathryn J[redacted]













7/10/2015






Complaint

I have to say that I have never been so displeased with a company in my whole life. We purchased warranties on all our furniture and electronic tablet back in August 2014. we have almost paid off the full balance. we have made claims on the furniture and Tablet only to encounter further damage to...

our items by your repair techs. additionally repairs take a ridiculous amount of time to be completed meaning when a claim is placed it can take up to 2 months for the repair to happen. in some cases it's taken more than 6 months. in my opinion that is your attempt to run out the warranty. after our SideRail needed repair the tech damaged our mattress. we have told you several times to no avail. additionally the siderail was never repaired properly even after several attempts to have it looked at again. our couch has needed repair since 2014. it is May 2015 and someone finally came out today. instead of just repairing the sofa they damaged it with a huge hole on the inside exposing the wood frame and staples making it unsafe for our children to sit on. we are need our mattress replaced do to your negligence and now our sofa replaced do to your negligence. a warranty should not be offered if you are not equipped or able to provide the service. we are filing acclaim with the Revdex.com and the Texas attorney general office. additionally we are considering further legal action. I need to be contacted by a general manager as soon as possible at. I have we stood so much time and money dealing with conns. I also have picture evidence of all the problems to the furniture due to the companies negligence.
This is the above email I sent to conns in regards to the problems we're having.







Desired Resolution

Replacement of mattress the tech damaged and sofa the tech damaged with the sane product as well as prompt repair of other outstanding items ongoing for several months.

Consumer Business Dialog

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)      That once she took the plastic and cardboard off her sofa she noticed a huge tear; 2)      she contacted us the same day for service but was informed to call back due to new purchase did not show in system; and 3)      she is requesting an exchange .   Our investigation reveals that: 1)       Ms. [redacted] signed her pickup slip acknowledging she inspected the items and they were received in good order; 2)       Ms. [redacted] contacted service to schedule an appointment due to the tear found in the sofa. Ms. [redacted] was informed that her invoice was not showing as completed and would have to call back once the invoice was complete; and 3)       Ms. [redacted] sofa does not meet the qualifications for an exchange.   Our records show on 5/21/17, Ms. [redacted] purchased two [redacted] sofa’s which comes with a 1-year limited manufacturer’s warranty.   We reviewed Ms. [redacted]’s complaint and found that she elected to pickup her items from our Houston, TX warehouse on 5/23/17. Our records show Ms. [redacted] signed her pickup slip acknowledging that her items were inspected and received in good order. As listed on the signed pickup clip: “Please thoroughly inspect your merchandise for damage prior to loading. An exchange or price concession will not be authorized for damage discovered after the product leaves the warehouse or store.”   Our records show Ms. [redacted] contacted our service department later that day stating one of the sofas had cardboard covering the edge and when she removed it she noticed the unit was damaged. Our service representative informed Ms. [redacted] that her items were not showing as picked up on her invoice and advised her to contact us back within 24-hours to schedule a service appointment. We show Ms. [redacted] contacted service again on 5/27/17 to request service on her sofa. An appointment was scheduled for 6/1/17. During the inspection the serviceman found the fabric was torn on the right bottom corner of the sofa. Ms. [redacted] was contacted that same day by our furniture coordinator and informed that the reported damages are 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. Ms. [redacted] signed her pickup slip acknowledging that the items were inspected and received in good order. We are unable to determine when or how damages may have occurred once the items have left the warehouse.      Conn’s values Ms. [redacted] as a customer and appreciates her for bringing her concerns to our attention.

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 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 Mr. [redacted] complaint. Our records show on 4/9/15, Mr. [redacted] purchased a [redacted] loveseat which comes with a 1-year limited manufacturer’s warranty that expired on 4/10/16; no additional coverage was purchased with...

Conn’s. We researched Mr. [redacted] service history and found he contacted us on two separate occasions regarding repairs for his loveseat.·         11/2/15- Contacted service stating the screws feel out of the unit. A service appointment was scheduled for 11/10/15; during inspection the serviceman found the screws on the floor and the left recliner separated from the console. The serviceman was able to use the screws to reattached and line the left mechanism to complete repairs.·         3/28/16- Contacted service stating the springs is coming out from underneath the unit. An appointment was scheduled for 4/5/16; during the inspection the serviceman found multiple issues. The left mechanism bent, the inner seat springs popping, material fading, left panel discolored and fabric peeling. The serviceman notated that Mr. [redacted] would not accept service and stated he wanted to re-select because he was unsatisfied with the unit. Although our records show Mr. [redacted] refused service during his last inspection, Conn’s has agreed to continue repair needs for the mechanism and springs only; fading, discoloration and peeling is not covered under the [redacted] of the manufacturer’s warranty. We will contact Mr. [redacted] with the first available date to continue service. If we may be of further assistance, Mr. [redacted] may contact our Customer Service department at [redacted] Kind regards, Dyeisha [redacted]

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

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

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,

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 response this company gave you is a total bull st lie. This company did not send me a copy of any contract on any email. We thought papers would be given when we picked up the TV from the warehouse. They instructed us they papers would be mailed. After we found out that the company put $785.00 worth of insurance on this bill we decided to cancel and return the product within the 30 days allowed by law. The company said there would be a 15% restocking charge, I asked where was that printed, the company said in your contracts, I stated to them you have not sent me any paperwork, and they did not send any. The whole 30 days we waited for this so called paper concerning this restocking charge to appear, Never has been sent to me. I called the collections Dept. on February 3, 2017 and talked to a lady by the name of [redacted] she said If I paid $100.00 on this account and after it posted on Feb.9th 2017 then she could rewrite the terms and set it up on $100.00 per month due on the 9th of each month beginning on March 9th 2017, I paid her $100.00 0n check #[redacted] confirmation #[redacted]. The payment cleared and the company refuses to honor what the lady told me she would do. So I guess she lied. That conversation is recorded that took place on Feb. 3rd, 2017 pull the records. As for the insurance that was added My dad went to home to get his homeowners policy and it was brought up to the store and Yolanda took a copy and put it with my files. We even told her we did not want any extra warranty and we had our own insurance. so I should had never been charged for that as well. I even was told that the payments would be $106.50 a month not $130.11 so twice I have been lied to. Now on Feb. 18th conns has sent me the contracts by mail we received, IN THAT CONTRACT THERE IS NOTHING MENTIONED ABOUT THE INSURANCE BEING CREDITED NOR IS THERE ANYFORM ATTACHED THAT I SUPPOSILY SIGNED AGREEING TO SOME BULL st 15% RESTOCKING CHARGE. THERE IS A NOTICE THAT WE DID NOT WANT ANY EXTRA WARRANTY BUT WAS STILL CHARGED FOR IT. THIS COMPANY IS FULL OF LIES AND DECEIT I WILL SETTLE THIS IF I AM ALLOWED TO RETURN THE 2 PRODUCT BACK IN THE ORIGINAL PACKAGING FOR FULL CREDIT, OR THE COMAPNAY STANDS BY WHAT WAS PROMISED TO ME BY [redacted] ON THE TERMS STATED ON FEB. 3RD.  
[Provide details of why you are not satisfied with this resolution.]
Regards,

Thank you for
the opportunity to respond to Mrs. [redacted]’ concerns regarding the telephone
calls she has been receiving.
According to
our records, Mrs. [redacted]’ phone number was linked to a customer’s account in
error on January 1, 2015.  We have placed
a cease and desist on the...

telephone number provided by Mrs. [redacted].  Please note, it may take up to 24 hours for our
system to update and remove the telephone number.
We appreciate Mrs.
[redacted] for bringing her concerns to our attention and sincerely apologize for
any inconvenience she 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 [redacted],
Mrs. [redacted] purchased an [redacted] laptop...

with a 37-month Repair Service Agreement
Plan.
We received
Mrs. [redacted]’s complaint and found she returned to the store stating the DVD
player on the laptop was not working properly. We contacted the department
manager located on [redacted] who assisted Mrs.
[redacted] upon return and was informed that the DVD was functioning correctly
when tested in the store however; Mrs. [redacted] expressed that she was not
satisfied with Windows 8 and wanted to return the laptop. As listed on the
Return and Exchange Policy Mrs. [redacted] receive at the time of purchase, there
is a 15% restocking fee on all merchandise unless the merchandise has
completely failed within 72 hours from the date of purchase.
At this time we
are unable to honor Mrs. [redacted]’s request to refund her restocking fee of
$94.49 due to no functional failure was found.
If we may be of
further assistance, Mrs. [redacted] may contact us at ###-###-####.
 
[redacted]

Thank you again for the opportunity to respond to Mr. [redacted]'s concerns regarding collection calls he has received.The telephone number Mr. [redacted] provided in his original complaint, [redacted], could not be located in our system; however, we placed a cease and desist on the telephone number as requested by Mr. [redacted].  We ask that Mr. [redacted] please allow up to 24- hours for the cease and desist to process.  If Mr. [redacted] receives any additional calls after the 24 hour period, we ask that he contact us directly so we may further assist him.  Thank you, Cheryle [redacted]