Conn's Home Plus

Thank you for the opportunity to respond to Mrs. [redacted]’ additional comments. We have attached a copy of Mrs. [redacted] loan ledger which shows a credit of $566.20 posted to her account on 9/29/16 and a credit of $379.99 which was posted to her account on 9/30/16.   If we may be of further assistance, Mrs. [redacted] may contact us at 1-877-765-1513.     Kind regards,   Dyeisha W[redacted] Customer Relations

We sincerely apologize to Mrs. [redacted] for the experience
regarding the delay.  We confirmed Mrs.
[redacted]s check was mailed via [redacted] on 12/23/14 tracking # [redacted].
 If we may be of further assistance, Mrs. [redacted] may contact
Customer Service Department at [redacted].
 Kind regards,
 
[redacted]

Thank you again for the opportunity to respond to Ms. [redacted]'s concerns.  After further review, Ms. [redacted] received a payoff quote of $943.33 on April 21. 2017. She made a payment in the amount of $400.00.  On May 25, 2017 she received a payoff quote of $550.36; however, she...

remitted a payment in the amount of $503.67.  Ms. [redacted]'s remaining balance as of July 10, 2017 is $48.16.  Please note, the payoff amount updates daily.  If Ms. [redacted] would like to pay her account balance in full we ask that she contact our customer service department for an up-to-date payoff quote.  Conn's respectfully disagrees that Ms. [redacted] was not aware of the $50 origination fee as it is listed on her contract.  We have attached a copy of her signed documents for her records.  Conn's appreciates Ms. [redacted] for bringing her concerns to our attention.

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint. We contacted the store manager where Mrs. [redacted] made her purchase and was advised that the refrigerator was mis-tagged and had two price tags by the unit; one belonging to a ** French door refrigerator for $2099 that Mrs. [redacted] original...

wanted to purchase and the other belonging to a ** Side-by–Side for $1084 that was purchased on her invoice. Prior to delivery, Mrs. [redacted] was contacted and informed that she was scheduled to receive the ** side-by-side refrigerator that is listed on her invoice and contract; however the ** French door refrigerator she was interested in purchasing was a difference in price. Mrs. [redacted] was advised that we are unable to honor the price of the French door refrigerator but she could return to the store to re-select a different refrigerator for equal or lesser value. Our records show on 9/10/15, Mrs. [redacted]’s invoice was completely cancelled and no account was created with Conn’s. Although we are unable to honor the price of the French door refrigerator, Conn’s has agreed to offer 50% off the difference in price of the French door refrigerator Mrs. [redacted] was originally interested in purchasing. We have verified that the ** French door refrigerator is still available if Mrs. [redacted] wishes to make a new purchase. We sincerely apologize for any inconvenience Mrs. [redacted] experienced as a result of the miscommunication.  If we may be of further assistance, Mrs. [redacted] may contact Customer Service at 1-877-358-1252.Kind regards,Dyeisha W[redacted]Customer Relations

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 company Conns, Is still lying their as off. I stick by my original complain. The company failed to give me a signed contract and any signed paper agree to a 15 % restocking charge, I asked to take this TV back within the 30 day policy but the company said it would cost me $450.00 out of my pocket to return the TV, But the company never showed me any paperwork where I agreed to that charge. To this writing the company has finally given me a contract on 2/18/17. but there was no signed paper in that contract saying I agreed to a 15 % restocking charge if returned within the 30 day period. this company is a fraud, liars, and it's the Revdex.com 's requirement to inform the people about this company's fraud activities and business practices. I will only accept an unconditional allow of returning this TV and cancelling all contracts with this company.
Regards,
Jonathan [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.  
 









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Thank you for the opportunity to respond to Mr. [redacted]
complaint.  Our records show on11/01/14, Mr. [redacted]
purchased a...

[redacted] Dual reclining furniture set which consisted of six
pieces; sofa, console, (2) recliners, left side front recliner, and right side
front recliner with a 48-month [redacted] Plan on all six pieces.  Mr.
[redacted] elected to have his furniture delivered. 
 
Mr. [redacted] was scheduled for delivery and received his two
recliners on 11/02/14 in good order; however during delivery Mr.
[redacted] refused the additional furniture pieces because he found the
furniture pieces were damaged.  Mr. [redacted] delivery was rescheduled
for the remaining furniture pieces.  On 11/04/14, Mr. [redacted] received his furniture console in good order;
however he refused delivery on the   Mr. [redacted] received his
console furniture piece left side front recliner, right side front recliner,
and sofa due do damages.  Mr. [redacted] received his sofa on11/09/14 in good order and due to damages on the left side front
recliner and right side front recliner he refused delivery and delivery was
rescheduled. 
 
After researching Mr. [redacted] complaint we found multiple
attempts were made to delivery Mr. [redacted] his left and right recliners;
however after many failed attempts the furniture pieces were no longer available
on back order.  As of 12/09/14, Mr. [redacted]
delivery has been completed.  We attempted to contact Mr. [redacted] on 12/16/14 regarding his last delivery, but we were unsuccessful. 
We sincerely apologize to Mr. [redacted] for the experience and any
inconvenience that has been caused as a result of delay. 
 
If we may be of further assistance, Mr. [redacted] may contact our
Customer Service Department at1-877-358-1252.
 
 
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.]you're company back dated the contract. ..and today I received 10 phone calls,a voice mail. .and you call that normal business practice. ..I did not ask for a date change you did that yourself. ..I did not sign a contract on July 14th as a matter of fact I exchanged the old one for a new one on the 4th of July. .your customer service at [redacted] refused to write it that day. ..that's why it took me till October to get one written. .so you are incorrect on several items you claim to know about. ..quit stalling and honor what you're [redacted] store should have done in the first place. .waiting to hear from you
Regards,

Thank you again for the
opportunity to respond to [redacted] concerns regarding telephone calls
he has received. 
 
According to our records and
recorded calls, our automated dialer called [redacted] on April 14, 2015
at 10:41 am. This telephone call was an automated message welcoming [redacted] as a Conn’s customer and reminding him of his due date.  This is a typical practice to provide a
courtesy call for our new customers. 
 
[redacted] called back on
April 14, 2015 at 12:13pm and spoke with one of our customer service representatives
regarding the automated call he received. 
The customer service representative stated that it was a courtesy call
to welcome [redacted] to Conn’s.  At
that time [redacted] stated he does not wish to receive courtesy calls,
because he knows when his payment is due. 
 
At that time, a cease and desist
was placed on the telephone numbers listed on [redacted] account. 
 
Again, we value [redacted] as
a customer and appreciate him bringing his concerns to our attention.  If [redacted] received additional calls
to a different telephone number not listed on his account, he can provide the telephone number we called
and we will be glad to further research his concerns. Thank you,[redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint.  We researched Mrs. [redacted]’s complaint and found her issue has been addressed.  Our records show Mrs. [redacted] was contacted on 3/03/16 and a mutual agreement was reached; Conn’s agreed to exchange her...

furniture and Mrs. [redacted] was advised she would be responsible for the storage drawer.  Again, we sincerely apologize to Mrs. [redacted] for any inconvenience she experienced during this process.    If we may be of further assistance, Mrs. [redacted] may contact Customer Service Department at 1-877-358-1252. Kind regards,  Jana [redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint. Our records show on 4/18/16, Mrs. [redacted] purchased a [redacted] dishwasher and elected to purchase a 48-month Repair Service Agreement Plan. We researched Mrs. [redacted]’s service history and found that she was approved for an...

exchange on 1/12/17 due to the service delay. Our records show on 1/16/17, Mrs. [redacted] received a new [redacted] dishwasher in good order. We sincerely apologize for any inconvenience Mrs. [redacted] may have experienced as a result of the delay. Although we are unable to refund Mrs. [redacted]’s service agreement and continue with warranty coverage; she may cancel her warranty at anytime to receive a pro-rated refund. If we may be of further assistance, Mrs. [redacted] may contact us at 1-877-325-1252. Kind regards, Dyeisha W[redacted]

Thank you
for the opportunity to respond to Mr. [redacted] complaint.  Our records show
on 6/9/13, Mr. [redacted] purchased a
Corinthian loveseat and sofa which came with a Limited Lifetime warranty. 
We reviewed
Mr. [redacted]’s complaint and service history and found Mr. [redacted]...

contacted us on
5/27/14, regarding his loveseat; he stated the recliner gets stuck and wood was
exposed.  A service inspection was set-up
and the serviceman found the mechanism was bent, the cushion had collapsed and
the arm cover stitching was coming undone. 
The mechanism was ordered however the replacement seat cushions were
denied in error.   Mr. [redacted] contacted
our Customer Service department and after further review we did see that the
seat cushion was under warranty there we agreement to replace them as outlined
in the warranty terms and conditions. 
The cushions were ordered and received on 9/25/14.  Mr. [redacted] was informed that the warranty does
not include the fabric and other covers. 
Conn’s would like to apologize for the inconvenience Mr. [redacted] had while
attempting to get his loveseat repaired. 
The matter has been addressed with those involved to ensure it is not
repeated.
If we may be
of further assistance, Mr. [redacted] may contact us at [redacted]
 Kind
regards,
 
[redacted]

Thank you for the opportunity to respond to Mr. [redacted] complaint. Our records show Mr. [redacted] was approved for an exchange and re-selected a Whirlpool French Door refrigerator which was delivered on September 7, 2016. After further researching Mr. [redacted] complaint we found that his issue...

has been addressed. Our records show we delivered Mr. [redacted] a new refrigerator on November 5, 2016 in good order.   We appreciate Mr. [redacted] for bringing this matter to our attention and we sincerely apologize for any inconvenience experienced as a result of the delay.   If we may be of further assistance, Mr. [redacted] may contact us at 1-877-765-1513.     Kind regards,   Dyeisha [redacted]

Thank you for the opportunity to respond to Mrs. [redacted] complaint. Our records show on 4/27/16, Mrs. [redacted] purchased a [redacted] washer and elected to buy a 24-month Repair Service Agreement Plan. Mrs. [redacted] machine was delivered and received in good order on 4/28/16. We...

show Mrs. [redacted] contacted our delivery department later the same day stating the unit stop working during mid cycle. Conn’s approved an even exchange, and a new washer was delivered and signed acknowledging the item was received in good order on 4/30/16. We researched Mrs. [redacted] complaint and found that she contacted our service department on 11/18/16 stating a technician just left her home and informed her that the drums needed to be replaced. Mrs. [redacted] was told that we did not currently have a service order regarding any repairs for her unit. Conn’s service representative was able to verify that Mrs. [redacted] contacted the manufacturer for repair and they sent their service technician out to assess her repair needs. Mrs. [redacted] was educated that she would need to contact the manufacturer for further assistance or she could schedule an appointment to have a Conn’s technician re-assess the unit. Our records show on 11/28/16, Mrs. [redacted], scheduled a service appointment through Conn’s Service Request Center online. Mrs. [redacted] has been contacted a made aware that she is scheduled for the first available date on 12/7/16. Once the technician assesses the unit, we can determine what further actions may be required. Although we are unable to honor Mrs. [redacted] request; we will continue with any covered repair needs. If we may be of further assistance, Mrs. [redacted]  may contact Customer Service at 1-877-358-1252  Kind regards, Dyeisha [redacted]

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to Mr. [redacted]’ concerns. We have a more than 120-year history of quality customer service and satisfaction, and we would not want anything to impair that record. As a reminder, Mr. [redacted] may contact Conn’s regarding questions...

by calling our Customer Service Helpdesk at 1-877-358-1252, or on-line at www.conns.com.  Mr. [redacted] has stated in the complaint: 1)      He contacted us for service on his washer; when technician came out they stated nothing could be done, and he is still having issues; and 2)       He is requesting to return all items purchased.                                Our investigation reveals that: 1)    We have inspected Mr. [redacted]’ washer twice, and no problem was found during both inspections; and 2)    We have agreed to extend the option to exchange washer and dryer only with the requited 15% restocking fee.     Our records show on 5/4/17, Mr. [redacted] purchased a [redacted] washer and dryer and elected to purchase a 48-month Repair Service Agreement Plan.   We researched Mr. [redacted]’s service history and found that a Conn’s technician has gone out and assessed his washer on two separate occasions (6/21/17 and 6/28/17), as well as the manufacturer, has assessed the unit once. Based on each technician’s report no functional failures were found with the washer and the unit is operating up to specifications. Mr. [redacted] has been advised that the low water level is normal with this unit.   Our records show Mr. [redacted] was contacted by a service manager on 7/14/17 regarding his concerns. Mr. [redacted] stated that he was not satisfied with the unit and requested an exchange. Although Mr. [redacted] has exceeded the time-frame to return or exchange his washer, Conn’s has agreed to extend the option to exchange only with the required 15% restocking fee until. 7/31/17. Mr. [redacted] may visit his nearest Conn’s to initiate the approved exchange.   Conn’s values Mr. [redacted] a customer and appreciates him for bringing this matter to our attention.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending iti do accept Conns response but I am asking if they can mail me out the payoff letter as soon as they can. Like I said my payment was made over 30days ago and their customer service reps NEVER mention anything about the settlement being voided If they did we wouldn't be in this situation. My credit is on the line because you didn't properly advice me about the Void . Please send me my pay off letter that is all I ask . 
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 opportunity to respond to Mr. [redacted]’s
complaint.  We appreciate Mr. [redacted] for bringing his concerns to our
attention.  After researching the matter
we found at the time of purchase Mr. [redacted]’s RSA & ACCIDENTAL DAMAGE terms
stated the replacement product will continue...

to be covered by the agreement;
however should FWSC replace your covered product as the result of accidental
damage, FWSC shall have no further obligations for the replacement
product.  We have reviewed Mr. [redacted]’s
service report and found the replacement was not the result of an accident
therefore, his coverage will continue on to his new tablet.
Mr. [redacted] has been contacted and is aware of the corrections and a
copy of his invoice has been mailed to the address on file.
If we may be of further assistance, Mr. [redacted] may contact our
Customer Service department at 1-877-358-1252.
 
Kind regards,
 
 
Kathryn J[redacted]

Thank you for the opportunity to respond to [redacted] complaint. [redacted] information has been forwarded to the correct department to begin a claim regarding her concerns. [redacted] has been contacted and made aware that a certified contractor will contact her to schedule an appointment...

to assess the reported damages. Once the contractor makes the assessment, we can determine what further actions are required. 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]Customer Relations

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,
Conn's has continued to refuse to honor their word of their managers, and customer support agents and will not do what they said they will do. At this point I am not sure what else I can do. They are not reporting true information to the credit companies as it is IMPOSSIBLE to be 30 days late on any of the payments I made, especially the February's payment, when it was made March 5th. That is NOT 30 days late.  I have attached the payment history and the pages from my credit report and when they were pulled.  Kind Regards,  [redacted]

Thank
you for the opportunity to respond to Mrs. [redacted] complaint. Our records
show 1/14/15, Mrs. [redacted] purchased a 65” [redacted] television and [redacted]
side-by-side...

refrigerator both with a 1–year limited manufacturer’s warranty.
Mrs. [redacted] elected to take her television with her the same day of purchase
and singed her invoice acknowledging her items were received in good order however;
the refrigerator was scheduled for delivery on 1/15/15. Upon delivery, the
refrigerator was damaged by Conn’s delivery team and Mrs. [redacted] was offered a
15% discount on the unit due to the damages.
 
After
researching Mrs. [redacted] complaint we found that although she was verbally
offered a 15% damage concession on her refrigerator, the delivery ticket listed
a 50% off concession. Conn’s has agreed to honor the written offer of 50% off
the purchase price on her refrigerator ($1199.97) which comes to $599.98. Mrs.
[redacted] already received a concession on the refrigerator for $179.99
therefore; we will apply the remaining credit of $419.99 to her Conn’s account.
 
In
regards to Mrs. [redacted] complaint regarding her television we found she
contacted our service department on 2/27/15, stating the television displayed
vertical lines on the screen. Mrs. [redacted] was advised that the television was
only covered by manufacturer’s warranty and she would only be charged $89.95 if
the technician was unable to find any issue with her television. Mrs. [redacted]
service appointment was scheduled by the manufacture on 3/3/15; during
inspection the technician found the screen was cracked.
 
At
this time we are unable to honor Mrs. [redacted] request for an exchange on her
television; the reported damages are not covered under the manufacturer’s
warranty and Mrs. [redacted] did not elect to purchase additional coverage.
 
We
have included a copy of Mrs. [redacted] signed invoice with our response.
 
 
If
we may be of further assistance, Mrs. [redacted] may contact customer service at
[redacted].
 
 
 
Kind
regards,
 
Dyeisha
W[redacted]