Conn's Home Plus

Thank you for
the opportunity to respond to [redacted] concerns regarding collection
calls she has received
 
We have found
that [redacted] telephone number was linked to an account in error.  We have placed a cease and desist on the
telephone number provided by [redacted]...

[redacted]. 
Please note it may take up to 24-hours for the cease and desist process
to be completed.
 
If [redacted] receives any additional calls after the 24 hour period, we ask that she
contact us directly.
 
We would like
to apologize for any inconvenience [redacted] has experienced due to this matter.
Thank you,Cheryle S[redacted]

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

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.

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]

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 was never given option to buy chair but I would never buy another thing bc of deceptive practices....I was told I HAD to purchase there insurance even after I explained to salesman I had insurance. Why would Inpay additional fee...credit was given bc I complained that I was overcharged which was the truth in was not apart of a price guarantee...they admittedly made mistake and corrected. Guarantee Inwas told did not include other stores only if THEY changed price found same set for $600 cheaper I was never told about additional charge free delivery means free. I would have opted for free TV. If I knew about warranties I would have not cancelled them. I purchased the set bc of chair...instead of apologizing they put up lies about an "investigation" whodid they interview the crooked salesman??? I am guilty of not reading invoice but was never given paper invoice. It was done on a tablet and sent to email. Did not have access to computer til later date I trusted salesmanWhen I cancelled warranties was told I would get copy sent to email. To date no email. Call that customer service number and my bill was not corrected to reflect credit and I still don't have proof. Whoever responded to inquiry was a poor representative of company as was the crooked salesman. I have plenty of room for chair in my home and have purchased a chair from another reputable company that I was completely satisfied with. This company was low budget and I make a point to tell everyone of my horrible experience. I would have respected more if an apology was issued. Classless business with classless employees.

[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 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]

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]

Because it is false. The contract they sent was not corrected or accurate. They do not seem to want to correct this and I certainly do not have the time or desire to keep answering their lies with the same answers.

Thank you once more for the opportunity to respond to [redacted]'s concerns regarding her accounts.  The interest recalculation has been completed.  [redacted] will receive a refund of $107.67 within 7-10 business days.   Thank you, [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]

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 I 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 her beds broke within a week of purchase; 2) she was informed that she needed bunkie boards but have not been able to get assistance; and  3) she continues to have issues with the unit.   Our investigation reveals that: 1) we issued an even exchange on both bed rails and; 2) we informed Ms. [redacted] that bunkie boards could be added for additional support but they are not included with her purchase; and 3) the unit has been repaired as listed under the Terms and Conditions of the Warranty.   Our records show 6/5/16, Ms. [redacted] elected to purchase two separate [redacted] full bedroom sets which include the headboard, footboard, rails, dresser and mirror. Ms. [redacted] elected to purchase a 36-month FurnitureGard Plan on her bedroom furniture.    We researched Ms. [redacted]’s service history and found that she contacted our Service Department on 6/7/16 stating the rails and slates are broke on both bed sets. A service appointment was scheduled for 6/10/16.   During the inspection, the serviceman found the slats were broken in the center and notated the units did not have a box spring or bunkie boards for support. The serviceman reported that he was able to add lumber to repair the center support leg, but the rails were broken beyond repair. The serviceman notated that he advised Ms. [redacted] to add bunkie boards to the beds for additional support. However, Ms. [redacted] was informed that we are unable to provide additional support for the units as it is not covered under warranty.   We show Ms. [redacted] was approved for an even exchange on both rails which were re-delivered and assembled on 6/16/16. Our records show Ms. [redacted] contacted service again on 6/27/16 stating one of the bedroom rails and slate broke again. A service appointment was scheduled for 6/30/16 in which the serviceman found the rails and slates broken. Ms. [redacted] was advised that we will issue an exchange on the rails and footboard as a gesture of goodwill but was advised again to add additional support. Ms. [redacted] new rails and footboard was delivered and installed on 7/14/16.   Our records show Ms. [redacted] contacted our Service Department again on 4/10/17 stating the rails broke again on one of the bedroom sets. A service appointment was scheduled for 4/14/17.  During the appointment, the serviceman found that the right inside rail broke apart and the left inside rail pulled apart from the brads beyond repair. The serviceman notated that the rails will continue to break without the support of a box spring or bunkie boards. Ms. [redacted] was notified that her rails were approved for an exchange under the Terms and Conditions of the FurnitureGard Plan purchased as a one-time exchange. Ms. [redacted] new rails were delivered on 4/19/17.   Since the new rails were delivered, Ms. [redacted] contacted us on 4/29/17 stating the rails broke near the headrest. We scheduled an appointment for 5/3/17 in which the serviceman found the top bed slate broke in half. The serviceman added support wood and screws to complete the repairs but again suggested adding bunkie boards to give additional support.  Ms. [redacted] has been advised on several occasions that she will need to add bunkie boards for additional support to avoid this issue.   Conn’s values Ms. [redacted] as a customer and appreciates her for bringing her concerns to our attention.

Roman","serif";
mso-fareast-font-family:"Times New Roman"">Thank you for the opportunity to
respond to Mrs. [redacted] complaint.  Our records show on 4/23/15, Mrs. [redacted] purchased a Jackson
(Everest) furniture set which consisted of three pieces (armless sofa, left
front sectional, and right front chaise) with a limited 1-year manufacturer
warranty. 
 
After researching Mrs. [redacted]
complaint we cannot confirm what was said during Mrs. [redacted] visit
at the store, the pieces selected specifically state the designated
position.  The product is not interchangeable, but can be customized to
meet the consumer needs.  However, we show that Mrs. [redacted] contacted
us on the date of delivery with her concerns. Therefore, Conn's has agreed to
honor her request for an exchange.  Mrs. [redacted] has been issued a
credit up to the original amount paid which was $2,674.97 to select a new
furniture set.  Mrs. [redacted] may visit her nearest Conn’s location to
initiate the exchange and schedule delivery. 
         
If we may be of further
assistance, Mrs. [redacted] may contact our Customer Service Department at 1-877-358-1252.
    


 
Kind regards,
 
 
Kathryn [redacted]










5/22/2015






Complaint

My husband and I bought a brand new [redacted] 70 inch 4k television from Conns on March 4, 2015 and after about 2 weeks of having it, it started acting up. We tried plugging the cords to different outlets as well as moving all of the aords around before we called Conns to let them know about the issue....

I called Conns to tell them about the issue and they sent out a technician 2 days later. The guy came and looked at the television and said the mother board needed to be replaced. The technician was very nice and my issue is not with him, but I feel like this television being brand new, we should not have to have it fixed. we should be able to exchange the television for a new one. If the television is already having problems then more than likely it will keep going out. Conns will not let us exchange the television what so ever. I feel like every time I call to complain or talk to a manager I am given then run around and I am talked to like I am stupid. My husband and I am very big fans of the store and have made many many many purchases from them. If we are sold a defective product we should be able to exchange the products especially seeing we spent $3000 on the television. I feel like we are being treated unfairly. I am to my wits end with Conns and have no idea what can be done. I am told that the television needs to be fixed and it has to malfunction again with the SAME problem in order for us to exchange the product. I feel like if they come and take the television apart to change the mother board out they could cause further damage to the television. If that were to happen I am sure they would say we did it. I am not a happy customer at all!!!







Desired Resolution

I want to be able to exchange my television for a new one or a different brand of television. I want something close to what I have paid for it even if it is a little less and/or a different television all together.

Consumer Business Dialog

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 [redacted] concerns regarding account [redacted]. Ms. [redacted] stated she has made all of her payments but her account reflects a past due amount.   Conn’s is working diligently to assist Ms. [redacted] regarding her concerns.  Ms. [redacted] submitted bank...

statements for July, August, and September; however, we will need Ms. [redacted] to submit her bank statements for May and June to be able to research her concerns further.   Conn’s values Ms. [redacted] as a customer and apologizes for any inconvenience she has experienced due to this matter.   Thank you, Cheryle [redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s concerns.  Mrs. [redacted] has been contacted and Conn’s
has agreed to exchange her recliner. 
After researching her complaint we found the frame had come apart and
was damaged beyond repair.  Mrs.
[redacted]’s new recliner is...

scheduled to be delivered on 2/19/15.  We sincerely apologize to Mrs. [redacted] for
the experience she had with us.  If I may
be of further assistance, Mrs. [redacted] may contact me directly at
[redacted].
  
Kind regards,
Kathryn J[redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’ complaint regarding a purchase made under [redacted].  Our records show on January 17, 2016, Mr. [redacted] filled out a Conn’s credit application; due to the credit criteria the application was declined.  Mr. [redacted]’ purchase was made...

through Acceptance Now.  Although, Conn’s does not have access to Mr. [redacted]’ account or credit application; we were able to confirm that he contact service onFebruary 2, 2016regarding his ** high-efficiency washer model ([redacted]).  During the call Mr. [redacted] indicated that the washer was leaking water.  A service call was scheduled; during the inspection the technician checked the operation system and found a loose connection at the valve.  The technician adjusted the clamps, he tested Mr. [redacted]’ washer and found the unit was working properly.    Prior to receiving Mrs. [redacted]’ complaint; we have no new service calls or orders on file since service was completed inFebruary 2016.  Mrs. [redacted] may contact Acceptance Now directly at337-991-0980with any questions or concerns regarding their policies.  At this time we are unable to honor Mrs. [redacted]’ request; Mr. [redacted]’ purchase was not financed through Conn’s.   We have included a copy of Mr. [redacted]’ invoice and completed service order on file in our response.     Kind regards,     Jana [redacted]

Thank you for the opportunity to respond to Mrs. Janowski’s complaint. Our records show on 11/12/16, Mrs. Janowski purchased a [redacted] and elected to purchase a 24-month Repair Service Agreement Plan. We show Mrs. Janowski received free delivery with her qualified purchase...

and her refrigerator was received in good order on 11/22/16. As listed under our shipping information; “Conn’s Next Day Delivery is limited to delivery within Conn's Next Day Delivery zones. Next Day Delivery is subject to availability and is not available on select days in Alexandria; Jackson; Knoxville; Lubbock; Monroe; Nashville; Odessa; Shreveport; Yuma; CO; GA; SC and OK markets”. We researched Mrs. Janowski’s service history and found that she contacted us on 11/25/16 stating her refrigerator was not cooling and not dispensing ice. We did not have a technician in Mrs. Janowski’s area which caused a delay scheduling her initial appointment. However; we were able to locate a 3rd party certified technician who assessed Mrs. Janowski refrigerator on 12/7/16; during the inspection, the technician found parts were needed to complete repairs. After further review of Mrs. Janowski’s service needs, Conn’s has agreed to issue an even exchange on her refrigerator. Our records show Mrs. Janowski’s new unit is currently scheduled for delivery on 12/11/16. We sincerely apologize for any inconvenience Mrs. Janowski experienced as a result of the service delay. At this time we are unable to honor Mrs. Janowski’s request to receive a free 32” TV; the promotional offer was for either free delivery or 32” TV and Mrs. Janowski was able to take advantage of Conn’s free delivery. If we may be of further assistance, Mrs. Janowski may contact us at 1-866-765-1513.  Kind regards, Dyeisha [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]

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.