Conn's Home Plus

Thank you for the opportunity to respond to Mr. [redacted]’s complaint. We researched Mr. [redacted]’s complaint and found on12/26/16; he was approved for an even exchange on his loveseat due to repair delay. Our records show Mr. [redacted] contacted our service department requesting to have the new...

loveseat delivered. Mr. [redacted] was informed that he originally elected pickup her merchandise, therefore; he would need to return the old unit and pick up the new loveseat. We spoke to the store manager who stated that Mr. [redacted] was offered the option to have Conn’s deliver his new loveseat and pickup the old unit for the standard delivery fee of $149.99 however; he declined. Our records show as of1/7/17, Mr. [redacted] initiated his approved exchange and picked up his new loveseat.   Conn’s FurnitureGard Plan does offer the option to transport products if some work must be done at one of our authorized repair centers. However; Mr. [redacted]’s loveseat was inspected at his residence and did not require the unit to be transferred to a repair center. The warranty does not cover transportation of the product when the item is exchanged unless the original product(s) were delivered. Mr. [redacted] may refer to his T&C’sNumber (11):TYPES OF SERVICE AND SERVICE LOCATION.     If we may be of further assistance, Mr. [redacted] may contact us at1-877-325-1252.   Kind regards,   Dyeisha W[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

[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

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]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
From: [redacted] [mailto:[redacted]] Sent: Friday, September 30, 2016 1:52 PM To: drteam <[email protected]> Subject: Re: You have a New Message from Revdex.com Regarding Complaint #[redacted]   Conn has had over 7 months to make the required repairs. I am no longer accepting their excuse that a serviceman is not in the area, Conn sent a serviceman from Texas to try and repair and he could not, at that time it was turned over to the Oklahoma service man who has canceled every service call we have sit up.  I work out of the country and cons was informed of this, and they also told me from a Mr. Hernandez that due to my situation that conns would work with my schedule and service the issues on Monday after repeated canceled dates and repeated having family members miss work to meet the serviceman, I was informed that conns could not meet the agreement set forth by Mrs. Hernandez. Therefore this issue has now became a 7 month train wreck. Like I said earlier conns has had 7 months to make this right and I have been turned away, fingers pointed to other departments and brick walls. The ONLY thing conns has been consistent with is the billing dept. calling me non stop if payment is 1 minute late past due date. So I am sticking with my decision.there will not be another payment made on this account and when the CEO or someone in upper management contacts me to workout a return on their merchandise then there is no reason for conns to talk to me. I AM DONE WITH THEIR FALSE PROMISES AND LIES!!! I made every payment on time to them even when my merchandise was broken with the promise it would be fixed and never was! I AM DONE WITH THIS COMPANY!!!!!                      [redacted]

Thank you for the opportunity to respond to Ms. [redacted]’s complaint.  Our records show that on 8/03/16 Ms. [redacted] purchased a [redacted] French Door Refrigerator with a 48-month Repair Service Agreement.  Ms. [redacted]’s received a copy of the Return and Exchange Policy at the time...

of purchase.  Our Return and Exchange Policy states: A consumer has 30-days from the date the item is received to return or exchange appliances and electronics with the required 15% restocking fee and if your product fails while under manufacturer’s warranty or Conn’s RSA, Conn's Factory Authorized Service will repair your product according to these warranties. Ms. [redacted] also signed her invoice acknowledging that she received a copy of Return and Exchange policy.  Ms. [redacted]’s refrigerator was delivered on 8/5/16 as promised.After further review we show that Ms. [redacted] first contacted us on 2/4/17 stating that the refrigerator’s temperature would not set; Ms. [redacted]’s information was put in our system to locate a service provider. On 2/23/17 we spoke with Mr. [redacted] who stated the product was working fine and no service was needed.If we may be of further assistance, Ms. [redacted] may contact our Customer Service Department at 1-877-358-1252.  Kind regards, Kristal [redacted]

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 complaint.  Our records show on 6/08/16, Mr. [redacted] purchased a ** dishwasher with a 48-month Repair Service Agreement and an (DWR) dishwasher installation.   We confirmed Mr. [redacted]’s dishwasher was sold as a clearance item as...

is at a discount price of $147.00.  Mr. [redacted] was provided a copy of Conn’s Return & Exchange Policy at the time of purchase which states: If your product fails while under manufacturer’s warranty or Conn’s RSA, Conn’s Factory Authorized Service will repair your product according to these warranties.  Mr. [redacted] also and signed his invoice acknowledging he was provided a copy of the Repair Service Agreement brochure and that he understood the coverage associated with the covered product.  Mr. [redacted] was scheduled to have his dishwasher delivered on 6/15/16; however upon arrival it was discovered the dishwasher was messing parts which was needed to complete the install.  Therefore, the unit was refused by Mr. [redacted] and delivery was rescheduled.  Mr. [redacted]’s dishwasher was later delivered on 6/22/16 with all parts needed to complete the installation.  We show Mr. [redacted] later contacted us after delivery was completed stating; the dishwasher was not filling up with water. After further researching Mr. [redacted]’s complaint we show his complaint has been escalated to upper management an exchange request has been submitted.  Mr. [redacted] has been issued a credit up to the original amount paid which was $147.00.  Mr. [redacted] has the option to re-select a floor model or choose a new dishwasher at retail cost.  If Mr. [redacted] chooses to purchase a new dishwasher at retail value; he will be responsibility to pay the difference.  Again, Mr. [redacted] available credit for his exchange is $147.00.  He may visit his nearest Conn’s location to re-select and schedule delivery.  If we may be of further assistance, Mr. [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 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 for the opportunity to respond [redacted] additional comments.  Since [redacted] original response  was received on 7/11/16; we confirmed the problem with ([redacted]’s) [redacted] dresser has been addressed and resolved.  Our records indicate the damaged/broken draws were replaced and no exchange was needed.  As mentioned in the previous response [redacted] dresser was picked up and no delivery fee was attached to her invoice (please see attachment).  In regards to [redacted] delivery fee regarding her purchase [redacted]) we are unable to honor the request to waive/concession the delivery fee of $149.99.  As stated we have no records on file indicating the items delivered on 6/12/16 were received damaged and we do not have any service calls on file regarding those items ([redacted] headboard, footboard, rails, or chest).  If we may be of further assistance, [redacted] may contact our Customer Service Department at 1-877-358-1252. Kind regards,  Jana [redacted]

Thank you for the additional opportunity to respond to Mr. [redacted]'s concerns regarding his accounts. The credit marks have been removed. Please note, it may take the credit bureaus 30-60 days to update their files. We have processed a good-will due date change and pushed out the follow up date to make sure Mr. [redacted] does not receive any additional collection calls.  The accounts are currently in the process of being combined. We vale Mr. [redacted] as a customer and sincerely apologize for his inconvenience. Thank you, Cheryle S[redacted]

Since our last response Mrs. [redacted] sofa and loveseat has been
inspected.  The serviceman determined
parts were needed which were ordered and shipped directly to Mrs. [redacted] residence.
Once we received confirmation that the parts were left at the home we attempted
to contact Mrs. [redacted] on 4/29/15 and 5/6/15 but we were unable to reach her
therefore the service orders were cancelled. 
We show Mrs. [redacted] contacted us on 5/17/15 and a service call has been
set-up for 6/18/15.  We contact Mrs.
Steele on 6/4/15 to try to schedule a sooner date 6/11/15 however Mrs. [redacted]
stated that would not be a good day therefore we are schedule for 6/18/15.  Once the parts have been installed we will
follow up with Mrs. [redacted] to ensure her sofa and loveseat has been
successfully repaired.  Conn’s has agreed
to exchange Mrs. [redacted] cocktail table, she will be contacted on 6/10/15 to
schedule a delivery appointment.  
 
If we may be of further assistance, Mrs. [redacted] may contact
customer service at [redacted]
 
 
Kind regards,
 
Kathryn J[redacted]

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 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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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint.  
The company says that they did not receive my forms in the 30 day period, however they mailed me a copy of my completed forms that were faxed to them.  I have completed the second set of forms and signed them electronically.  I received them yesterday, two weeks after the second refinance was discussed. The calls, emails, and letters are still continuing.  I was called 7 times yesterday alone.  I have not received any hard copies of the forms, nor have I been told how much I need to pay this month.
 
Regards,
*** ***

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.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID 10341449, and find that this resolution would be satisfactory to me.

Thank you for the opportunity to respond to **. and [redacted]. [redacted]’s
complaint. Our records show on [redacted], **. and [redacted]. [redacted] purchased a [redacted]
side by side refrigerator and 24 month repair service agreement.  **. and [redacted]. [redacted]’s contacted us on
1[redacted], stating their refrigerator was...

freezing up.  [redacted]. [redacted] was contacted on [redacted] and a
service appointment was scheduled for [redacted] with a local factory authorized
service provider.  The service provider
determined upon inspection a part was needed. 
The part was ordered then installed on [redacted].  [redacted]. [redacted] was contacted by our service
department on [redacted] and she confirmed everything was working properly.  We have received [redacted]. [redacted] food loss claim
and the reimbursement has been processed. 
Please allow 5-7 business days to receive the check.
 
If we may be of further assistance, **. and [redacted]. [redacted] may
contact us at [redacted].
 
Kind regards,
 
[redacted]

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to the concerns you have regarding account(s) [redacted]. We have a more than 120-year history of quality customer service and satisfaction, and I would not want anything to impair that record. Our contact information is located...

on Ms. [redacted]’s retail installment contract or promissory note and security agreement, invoice, coupon book, and welcome letter. As a reminder, she may contact Conn’s regarding questions about her purchase 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 wants all financial obligations quashed and removed; she has been unable to log into the webpay system to pay her bill; and she would like the late fees removed and reasonable means to set up her payment Our investigation reveals that: we are unable to quash or remove the charges due under the retail installment contract; Ms. [redacted] registered for our new webpay system on March 12, 2017; and Conn’s is unable to remove the late fees assessed on the account due to the payments not being made timely.   According to our records, Ms. [redacted] signed a 24-month retail installment contract on November 3, 2016. She agreed to have her minimum monthly payment of $38.15 due on the 10th of each month.    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. Ms. [redacted] may pay in her 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 her, before the due date. Additionally, if Ms. [redacted]’s pay date has changed, she may benefit from requesting a change of her due date each month. We ask that Ms. [redacted] contact us if she would find this beneficial.   Conn’s updated our webpay system in March of 2017.  Our records indicate that although Ms. [redacted] typically schedules her payment with an agent, she enrolled in our webpay system on March 12, 2017.  Ms. [redacted] has not notified us of any other problems with webpay since her enrollment date. If Ms. [redacted]’s login attempts are unsuccessful, we ask that she contact our customer service department so they may assist her further.   Conn’s is unable to remove the late fees from the account, as the account is past due from March 10, 2017.  Ms. [redacted] spoke with an agent on March 10, 2017 and stated she was going to make her payment through the webpay system; however, that payment was not processed.    Although Conn’s would prefer to keep the lines of communication opened, we have placed a cease communications on the telephone numbers associated with your account.    Conn’s appreciates Ms. [redacted] for bringing her concerns to our attention.

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]