Conn's Home Plus

[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.  My problem was that a new stove SHOULD NOT have already needed repairs.  But they have to abide by their repair agreement and so do I.  The stove has been repaired as per the repair warranty/agreement and is now working fine.  I want to thank you for assisting me in this matter and I also want to thank Conn's.

Thank you for
the opportunity to respond to Mr. [redacted]’s concerns regarding account
#[redacted].  Mr. [redacted] stated the
account should be closed and it is not.
 
According to
our records, Mr. [redacted]’s account is closed with a zero balance.  We have attached a copy of...

his payment
history for his records. 
 
We value Mr.
[redacted] as a customer and appreciate him bringing his concerns to our
attention. Thank you,Cheryle [redacted]

Thank you for the opportunity to respond to Mrs. [redacted] complaint. We contacted the store manager where Mrs. [redacted] made her purchase and was able to confirm that the model number listed on her invoice is a firm mattress. We attempted to contact Mrs. [redacted] on 5/20/16 to...

discuss her concerns but were unsuccessful and left a voice message to return our call. For further review, we ask that Mrs. [redacted] provide a photo of the model number for the mattress she received to verify it is the correct model that is listed on her invoice. If we may be of further assistance Mrs. [redacted] may contact our Customer Service department at 1-877-358-1252. Kind regards,Dyeisha [redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’ additional comments.  As mentioned in Mrs. [redacted]’ original response that was received; Mrs. [redacted]’ refrigerator was delivered and signed acknowledging the item was received in good order on 12/22/16; no issues were reported. We reached out to our delivery team and confirmed that Mrs. [redacted] refrigerator was a new factory sealed unit that was just received at the warehouse on 12/22/16 to be delivered. After further reviewing of the pictures that Ms. [redacted] sent verses the pictures taken at the time of the delivery, the refrigerator appears to have been moved. Conn’s cannot take responsibility for any damages that occurred after initial installation and delivery.  Kind regards, Kristal [redacted]Customer Relations

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to the concerns you have. 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] stated in her complaint that: She provided a copy of her divorce decree; and She would like an account removed from her credit report. Our investigation reveals that: Conn’s is unable to locate an account with the information Ms. [redacted] provided.; and We cannot complete our research with the information provided. Conn’s is unable to locate an account with the information Ms. [redacted] provided.  There is a name discrepancy which requires additional verification. We ask that Ms. [redacted] contact us so we may validate the information so we may research your concerns further. If Ms. [redacted] would like to provide additional information by contacting our customer service department at 877-358-1252, we will be happy to research her concerns further. Conn's appreciates Ms. [redacted] for bringing her concerns to our attention.

Thank you for the opportunity to respond to Mr. [redacted] concerns regarding accounts [redacted] and [redacted].  Mr. [redacted] stated he thought his accounts were supposed to be combined.    According to our records, Mr. [redacted] signed a 30-month retail installment contract on June...

29, 2014.  That contract created account [redacted]1530.  On September 6, 2015 Mr. [redacted] signed a second 30-month retail installment contract creating account [redacted].  Mr. [redacted] accounts could not be combined at the time of his second purchase because account [redacted] was on a regular installment contract and account [redacted] included our 12-month no-interest financing promotion (“cash-option”).  We have attached copies of Mr. [redacted] signed retail installment contracts showing the accounts were not combined at the time of purchase.    We are obligated to report factual information to the credit bureaus and are unable to remove the negative credit marks assessed on account [redacted] due to payments not being made timely.  Conn’s made several attempts to contact Mr. [redacted] regarding the past due balance owed on account [redacted] but we were unable to reach him.  Additionally, several letters were mailed to Mr. [redacted] address regarding the past due balance owed on the account.    Conn’s values Mr. [redacted] as a customer and appreciates him for bringing his concerns to our attention.   Thank you, Cheryle [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.  
I would also like to say that the company should still review the information that is being printed on letters mailed out to consumers. The information on the letters can be misleading

Thank you for the opportunity to respond...

to Mr. [redacted]’
complaint.  Our records show on3/13/15, Mr.
[redacted] purchased a Samsung high efficiency electric dryer from our Arizona
location as a sold as is floor model at a discounted price of $699.00. 
Mr. [redacted] elected to have his washer delivered; we show Mr. [redacted]’ delivery was
completed on 3/14/15. 
 

After researching Mr. [redacted]’ complaint we found he contacted our
Customer Service Department on 4/14/15;
stating his dryer was defective.  Our records do not show a service call
was set-up.  Mr. [redacted] has been contacted and his concerns have been
addressed. 

 

If we may be of further assistance, Mrs. [redacted] may contact our
Customer Service Department at [redacted].

     


 
Kind regards,
 
[redacted]
[redacted]








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Thank you for the opportunity to respond to Mr. [redacted]’s complaint. Our records show on5/30/15, Mr. [redacted] l purchased a ** French Door refrigerator which comes with a 1-year limited manufacturer’s warranty which expired on 5/31/16; no additional coverage was purchased with Conn’s. Mr....

[redacted]’s refrigerator was delivered and received in good order on 6/1/15. We researched Mr. [redacted]’s complaint and found he has one completed service call  with Conn’s dated 1/13/16 due the refrigerator displayed an error code and was not dispensing water or ice. The technician replaced the duct assembly to complete repairs and reported the unit was working up to manufacturer specifications. Our records show Mr. [redacted] contacted our service department again on 5/31/16 for repairs however; he was informed that the manufacturer’s warranty expired on 5/31/16 and he would be responsible for any out-of-pocket expense. Mr. [redacted] expressed his dissatisfaction stating he should not have to pay for further service since his last repair was completed less than six months ago. Mr. [redacted] was made aware that Conn’s will warranty service for 30 days from the last completed service calls and the manufacture warranty parts for up to 90-days. Mr. [redacted] was also contacted by our Helpdesk department and offered the option to waive the required trip fee to assess the unit but would be required to pay any parts and labor fee. However; Mrs. [redacted] declined the offer stating he would not pay the additional fees for parts and labor. Although we are unable to honor Mr. [redacted]’s request to repair the unit free of charge; Conn’s is willing to waive the trip fee and send a technician out to assess his repair needs. However; Mr. [redacted] will still be responsible for any out-of-pocket fees for parts and labor. Mr. [redacted] may contact our service department at 1-866-266-6349 to schedule an appointment; this offer will expire within 7-10 business days.. If we may be of further assistance Mr. [redacted] may contact us at 1-866-765-1513.  Kind regards,Dyeisha [redacted]

Thank you for the opportunity to respond Mrs. [redacted]
concerns regarding collection calls she has been
receiving.
 
We have found that Mrs. [redacted] telephone number was
linked to a Conn’s account in error.  We have placed a cease and desist on the
telephone numbers provided...

by Mrs. [redacted].  We ask that
Mrs. [redacted] please allow up to 24 hours for the cease and desist to
update.  If Mrs. [redacted] receives any additional calls after the 24 hours, we ask
that she contact us directly so we may address the matter
further.
                    
We value Mrs. [redacted] and sincerely apologize for any
inconvenience she has experienced due to this matter.Thank you,Cheryle [redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’
concerns regarding account #[redacted]. Mrs. [redacted] stated she should have had a
6-months same as cash promotion on her products.
 
According to our records, Mrs. [redacted] signed a 24-month
retail installment contract on [redacted]...

[redacted]. 
The products purchased did not qualify for the
6-months no-interest promotion at the time of purchase. 
 
Mrs. [redacted] was mailed a copy of her payment history and
her contract on September 20. 2014.
 
We value Mrs. [redacted] as a customer and sincerely appreciate her
bringing this matter to our attention.

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.  Thanks very much for your help with this compliant.   I am satisfied with the business offer.  I am in the process of trying to find out my payoff amount.I really appreciate your assistance.   This scythe first time I have used your business and is glad you work for as customers.   Thanks, [redacted]

Thank you again for the opportunity to respond to Mr. [redacted]'s concerns.As stated in our previous response, if the “cash-option” is void, finance charges will be assessed from the date of purchase.  The original terms and conditions found in the retail installment contract will replace the “cash-option” addendum if the “cash-option” is void.  We included a copy of Mr. [redacted]’s signed “cash-option” addendum with our previous response.If Mr. [redacted] would like to pay his account balance in full, we ask that he contact our customer service department at 877-358-1252 for an up-to-date payoff quote. Again, Conn's values Mr. [redacted] as a customer and appreciates him for bringing his concerns to our attention.

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint regarding a purchase under Laty [redacted]. Our records show on 11/5/16; Mr. [redacted] purchased two of the Trendswood Visions Coco Twin Youth bedroom furniture which consists of three pieces (two twin frame,...

two twin end, and two twin slate kit) and elected to purchase a 36-month FurnitureGard Plan on all pieces. The signature found on the delivery ticket acknowledges the items were received in good order on 11/7/16.We contacted the sales representative and store manager regarding Mrs. [redacted]’s complaint. We were informed that Mrs. [redacted] initially elected different bedroom furniture. However; the sales representative stated Mrs. [redacted] decided to purchase the current model due to the original bedroom set was not is stock for immediate delivery and was on back order for the manufacturer. The sales representative stated that Mrs. [redacted] did not want to wait until the unit became available and agreed to purchase the current model. Our records show Mr. [redacted] signed his invoice and contract acknowledging that he decided to buy the items listed and understood the coverage associated with product(s).At this time we are unable to honor Mrs. [redacted]’s request for an exchange; Conn’s has a No Return/Exchange Policy on all furniture. Mrs. [redacted] signed both his invoice and contract acknowledging that he agreed to the purchase.If we may be of further assistance, Mrs. [redacted] may contact us at 1-866-765-1513.Kind regards,[redacted]

Thank you for the opportunity to respond to Mrs.
[redacted]’s concerns regarding her account. 
Mrs. [redacted] stated she purchased appliances and was told she had two
years to pay interest free.  She would
like to pay the account off with no interest.
 
According to our...

records, Mr. [redacted] signed a 32-month
retail installment contract on June 30, 2014.  This
contract included our 12-month no-interest financing promotion.  At the time of the purchase, Conn’s did not
offer 24-month no-interest financing on their retail installment contracts.  Mrs. [redacted] called on June 18, 2015 and
obtained her payoff quote through our automated system. 
 
We have attached a copy of Mrs. [redacted]’s payment
history as well as her signed retail installment contract and “Cash-option”
acknowledgement page.  We are unable to
honor her request to reinstate the “Cash-option” due to the invoice balance not
being paid in full before the “Cash-option” expiration date. 
 
We Value Mrs. [redacted] as a customer and appreciate her
bringing her concerns to our attention.  Thank you,Cheryle Simmons

Thank you again for the opportunity to respond to Mr. [redacted]'s concerns regarding his account.  As stated in our previous response, Per the terms of the “cash-option,” the “cash-option is void if the the unpaid portion of the total cash-option price is not paid within 10 days of the “cash-option” expiration date.  If the “cash-option” is void, finance charges will be assessed from the date of purchase.  The original terms and conditions found in the retail installment contract will replace the “cash-option” addendum if the “cash-option” is void.  We have included a copy of Mr. [redacted]’s signed “cash-option” addendum for his records.   Mr. [redacted]’s total “cash-option” price was $6435.51.  This amount included $6108.78 for the merchandise and $326.73 for the insurance coverage.  Mr. [redacted] received credit for the insurances he opted to cancel.  Mr. [redacted] paid a total of $5076.49 during the “cash-option” period.  This left an outstanding balance of $1032.29 due on or before the expiration date of December 21, 2016.  Since the total "cash-option" price was not paid on or before the expiration date of December 21, 2016, the terms of the original contract replaced the cash-option terms.   We include a copy of Mr. [redacted]'s signed cash-option addendum with our previous response.  Conn's values Mr. [redacted] as a customer and appreciates him for bringing his concerns to our attention.

Thank you for the
opportunity to respond to Mrs. [redacted]'s complaint.  Our records show on 4/23/15, Mrs. [redacted] purchased a Frigidaire gas
range and a Frigidaire OTR microwave with a...

1-year manufacturer warranty on
both units.  Mrs. [redacted]’s signed invoice indicates at the time of purchase
she acknowledged she was provided a copy of Conn’s Return and Exchange Policy
which states: A consumer has 30-days from the date of purchase to return or
exchange (electronics or appliances) with a required 15% restocking fee. 
Mrs. [redacted] elected to pick up her range from the El Paso, TX location store
#176 and elected to pick up her OTR microwave from the local El Paso, TX
warehouse location #124; we show Mrs. [redacted]’s pick up was complete on 4/28/15.
 
After researching
Mrs. [redacted]’s complaint we found Mrs. [redacted] went into her local Conn’s regarding
the property insurance that was purchased.  Mrs. [redacted] was advised she
would need to provide a copy of the declaration page of her home owners or
renters insurance to have Conn’s Property Insurance cancelled from her
contract/account.  Our records show Mrs. [redacted]’s information was received
and the Conn’s Property Insurance was cancelled and a credit of $106.84 was
applied to her account on 5/14/15. 
 
Conn’s has agreed
to honor Mrs. [redacted]’s request and return the range. Mrs. [redacted] has been in
contact with the store manager regarding the approval.
 
 
Kind regards,
 
[redacted]

Thank you for the opportunity to respond to Mr. [redacted]’s concerns regarding account [redacted].  Mr. [redacted] stated there were added charges on his account he was not aware of.   According to our records, Mr. [redacted] signed a 36-month promissory note and security agreement on December 21,...

2016.  He agreed to have his minimum monthly payment of $130.11 due on the 21st of each month.  Mr. [redacted] made one payment of $100.00 on February 9, 2017; however, his minimum monthly payment is $130.11.  Mr. [redacted] stated he is also receiving collection calls.    When a payment is late, we routinely begin call attempts to the telephone numbers provided on the credit application, as a reminder to ensure payments will be made timely. It is normal practice for our company to begin call attempts to assist consumers from falling behind on their account. Mr. [redacted] may pay in his local Conn's store, by mail, over the phone, or online where we also offer the option to schedule recurring payments if it is more convenient for him, before the due date. Additionally, if Mr. [redacted]’s pay date has changed, he may benefit from requesting a change of his due date each month. We ask that Mr. [redacted] contact us if he would find this beneficial.     Mr. [redacted] stated he was not aware of the insurance charge on his account.  Our records indicate, Mr. [redacted] filled out his credit application through conns.com.  The approval email Mr. [redacted] received instructed him to bring a valid ID, and proof of property insurance (renters or homeowners insurance policy) if applicable.  The email also states Customers are required to have property insurance covering the products they purchase from Conn’s and financed by Conn’s.  Customers have the Freedom to Choose; they can purchase Credit Property insurance offered by Conn’s OR provide proof of homeowners/renters insurance at the time of purchase while in our stores.    Due to this being a secured promissory note and security agreement, the merchandise must be insurance with property insurance, either purchased through Conn’s or provided by the customer under their own homeowner’s or renter’s policy until the contract is paid in full.  In the event the customer has an alternative insurance policy, they are able to send that policy into our insurance department to receive full credit as long as the declaration pages shows coverage from the date of purchase to the present date. Mr. [redacted] signed the Notice of Proposed Insurance page and the Freedom to choose page regarding the insurance. Mr. [redacted] may fax a copy of his homeowners’ or renter’s insurance declaration page to our insurance department at 855-593-5465.  We ask that he notate her Conn’s account number on the fax for faster processing.   Conn’s respectfully disagrees that Mr. [redacted] did not receive a copy of his contract as it was emailed to the address on file on the day of his purchase.  We have included copies of his documents for his records.    We are unable to honor Mr. [redacted]’s request to return he merchandise as it is outside of the return exchange period.    Conn’s values Mr. [redacted] as a customer and appreciates him for bringing his concerns to our attention.    Thank you, Cheryle [redacted]

Thank you for the opportunity to respond to [redacted].
[redacted]’s
complaint. Our records show on [redacted] purchased a [redacted]
Side-by-Side refrigerator with a...

48-month Repair Service Agreement Plan.
 After further review of [redacted].
[redacted]’s service history, we show she contacted our service department on two
separate occasions regarding repairs on her refrigerator. On [redacted].
[redacted]’s called for service stating the refrigerator was not dispensing ice. A
service appointment was originally scheduled on [redacted] however; [redacted]
rescheduled her appointment for [redacted]. The technician replaced the icemaker
and tested the unit, unit tested ok. On [redacted] called for service
stating the refrigerator was not cooling. A service appointment was originally
scheduled on [redacted] however; [redacted] requested the technician to come to
her residence after 3pm but the technician was unable to commit to the time frame
therefore, [redacted]’s appointment was re-scheduled for [redacted]. During
inspection, the technician found [redacted]’s refrigerator was on demo mode
and reset the unit back to manufacture specifications.
 At this time [redacted]’s
refrigerator does not meet the qualification for exchange/return. Although the
Repair Service Agreement only covers the cost of food for functional failures,
as a gesture of goodwill we will submit a concession for $[redacted] which is the
maximum given for a food lost claim; please allow 7-10 business days to
receive. We sincerely apologize for any inconvenience [redacted] experienced
as a result of service delay.
 If we may be of further assistance, [redacted] may contact customer
service at [redacted].
 
 
Kind regards,

Thank you for the opportunity to respond to Mr. [redacted]’s concerns regarding account [redacted].  Mr. [redacted] stated he paid his account balance in full but the account is still opened.   According to our records, Mr. [redacted] signed a 36-month retail installment contract on November 7,...

2016.  He paid the account balance in full on February 4, 2017.  Due to a system issue, the account did not close.    Mr. [redacted]’s account has been closed as of March 15, 2017.  He will receive a refund check and an account close-out letter in the mail within 30 days of the account closing in the amount of $461.11.  Please note, it may take 30-60 days for the credit bureaus to update their records and reflect the closed status of the account.   Conn’s values Mr. [redacted] as a customer and sincerely apologizes for any inconvenience he experienced due to this matter.