Conn's Home Plus

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]

Thank you for
the opportunity to respond to [redacted] concerns regarding account
#[redacted]  [redacted] stated she was
offered extensions on her account and we need to honor them and remove the late
fees on her account.
 
According to
our records and recorded calls,...

[redacted] agreed to have us process payment
extensions on her account to help bring her account current on July 16,
2014.  The payment in the amount of
$40.11 was scheduled to process on July 29, 2014 so we could process the
extensions.  That payment was declined by
[redacted] financial institution; therefore, the extensions could not be
processed. 
 
When we were
unable to process the extensions, [redacted] account backdated to May 5,
2014 which was the original due date before we offered the extensions. 
 
[redacted]
made a payment in the amount of $91.42 on August 1, 2014.  This payment paid May, June and July.  [redacted] made a payment in the amount of $33.73
on August 30, 2014.  This payment paid
for August.  [redacted] then made a
payment on November 2, 2014, which paid September’s payment.  The last payment that was received on the
account was on November 1, 2014 which covered October’s payment. 
 
As of December
16, 2014 the payoff amount on [redacted] account is $307.07.  This includes a past due amount of
$69.15.  Please note the payoff amount
can update daily.  If [redacted] would
like to pay the account balance in full, we ask that she call the day she plans
to submit the payment for an up-to-date payoff quote.
 
We value [redacted] as a customer and appreciate her bringing her concerns to our attention.
  Thank you,Cheryle S[redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint.  We researched Mrs. [redacted]’s complaint and found that her issue has been addressed.  Our records show Mrs. [redacted]’s ** washer model ([redacted]), ** pedestal washer model ([redacted]), and ** pedestal model...

([redacted]) was returned.  We show once the return was initiated a credit of $2,665.41 was submitted to Mrs. [redacted]’s Conn’s account; which left a remaining purchase total of $1,649.31.  Again, we sincerely apologize to Mrs. [redacted] for any inconvenience she has experienced during this process. If we may be of further assistance, Mrs. [redacted] may contact our Customer Service Department at 1-877-358-1252.  Kind regards, Jana [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 Mr. [redacted]’ additional comments. We attached a copy of Mr. [redacted]’ signed invoice acknowledging that he was provided a copy of the [redacted] brochure and contract and was aware of the coverage associated with the product. As mentioned in our previous response, the delivery team returned to Mr. [redacted]’ residence on 3/16/17 and confirmed the unit was cracked when powered on. Mr. [redacted] was informed he would need to contact our service department to schedule further repair needs as we are unable to determine when or how damages occured once the delivery has been completed. However; we have no records showing that Mr. [redacted] contacted our service department for repair needs on his television. Also, we confirmed that Mr. [redacted] signed a voluntary repossession form and returned the television to our Conn's located in Gastonia, NC. Mr. [redacted] is will still be responsible for any residual balance remaining on the account. If we may be of further assistance, Mr. [redacted] may contact Customer Service at 1-877-358-1252  Kind regards, Dyeisha [redacted]

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 opportunity to respond to [redacted]' concerns regarding collections calls.  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].  Please note, it...

may take up to 24 hours for the cease and desist process to be completed.  We ask that [redacted] contact us directly if he should receive any additional calls after the 24 hour period. We value [redacted] and sincerely apologize for any inconvenience he has experienced due to this matter. Thank you,[redacted]










5/25/2015






Complaint


Drafted my back without having permission which occurred overdraft fees don't even have an account with them didn't have the right to draft my account.



Desired Resolution

238.00

Consumer Business Dialog

Thank you for the
opportunity to respond to [redacted]’s additional comments. Our records
show on 9/21/15; the serviceman found the sofa had a large slice in the
stitching, the left seat casing ripped and springs detached. The serviceman
also found the loveseat left casing was ripped and the right recliner pull
handle wire fraying. [redacted]’s was contacted and made aware that we
would order the back frame and springs for the sofa as well as the seat casing
on the loveseat. However; the seams splitting as a result of the unit rubbing against
another object is not covered under the Terms and Conditions of the
FurnitureGard Plan. On 10/6/15, the serviceman returned to [redacted]’s
residence and was able to reinforce the frame and install new clips on the
sofa. The serviceman also installed the new seat cover and right recliner pull
handle on the loveseat to complete repairs.
Again, at this time Mr.
and Mrs. [redacted]’s furniture does not meet the qualifications for an exchange;
based on the serviceman’s report both the sofa and loveseat has been repaired
up to the manufacturer’s specification.  
If we may be of further assistance, Mr.
and Mrs. [redacted] may contact Customer Service at [redacted].
 
Kind regards,
 
Dyeisha W[redacted]

Thank you for...

the
opportunity to respond to [redacted]’s complaint.  Our records show on [redacted], [redacted] purchased a
Corinthian ([redacted]) sofa and loveseat with a 48-month Furnituregard Plan
on both pieces.  [redacted]’s signed invoice indicates at the time of
purchase she acknowledged she was provided a copy of Conn’s Returns and
Exchange Policy which states: No Returns/Exchanges on: Furniture, mattresses,
décor & accessories unless inspected by a Conn’s Service Technician and
found to have a manufacturer’s defect.  [redacted] elected to have her
sofa and loveseat delivered; we show [redacted] signed her delivery ticket
and delivery receipt acknowledging her sofa and loveseat were received in
good order.  [redacted]’s signature on her delivery ticket and delivery
receipt acknowledges she thoroughly inspected her furniture items for damages
for and aware that an exchange or price concession would not be authorized for
damages discovered after the delivery.
After researching
[redacted]’s complaint we found she later contacted us after the delivery
was complete regarding her loveseat; stating the item was delivered
damaged.  After further review we found [redacted]’s loveseat was
approved for exchange; however we found there was a delay with delivering her
new loveseat due to the item being on back order.  Our records indicate
[redacted]’s new loveseat was delivered and received on [redacted] in good order.  We have
included [redacted]’s signed invoices in our response.  We also would
like to apologize to [redacted] for the experience and any inconvenience
that was caused as a result of the delay.   
If we may be of further assistance, [redacted] may contact our
Customer Service Department at [redacted].

    


 
Kind regards,
 
 
[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 Mr. [redacted]’s concerns regarding his account. Mr.
[redacted] stated he would like us to remove the accumulated interest on his account.
According to
our records, Mr. [redacted] signed a 32-month retail installment contract on July
28, 2013. ...

That contract also included a
12-month no-interest financing promotion. 
The 12-month no-interest financing promotion expired on July 28,
2014.  At that time Mr. [redacted] lost the
promotion and accrued interest on the account because the account balance was
not paid in full by the end of the promotion. 
As of January
5, 2015 the payoff balance on Mr. [redacted]’s account is $1321.28.  Please note, the account balance is updated
daily.  If Mr. [redacted] would like to pay
the balance in full, we ask that he call for an up-to-date payoff quote on the
day he plans to pay the account balance in full.
We value Mr.
[redacted] as a customer and appreciate him bringing his concerns to our
attention.  Thank you,Cheryle S[redacted]

Thank you for the opportunity
to respond to [redacted] complaint. Our records show on 11/15/14, [redacted] purchased the...

[redacted] Twin Over Full Cherry bunk bed set
which consist of four pieces (upper head/footboard, lower head/footboard,
ladder w/rails and slats) which comes with a 1-year limited manufacturer’s
warranty; no additional coverage was purchased.
 
We researched [redacted]
complaint and found on 4/3/15; an exchange was approved on [redacted]
rails and slats due to defects were found at the time of inspection. Before the
exchange was processed, [redacted] contacted our service department on
4/17/15 stating both the upper and lower head/footboard ends were broken. A
service appointment was scheduled on 5/1/15; during inspection the serviceman
found the wood pins were broken and would require new rails to complete
repairs. Parts were not ordered due to the rails were previously approved for
an exchange by the manufacturer. [redacted] exchange was updated again on
5/19/15 and her account was notated regarding her approval to receive new
slats and rails. Our records show on 6/19/15, Conn’s delivered the new rails
and slats and our team re-assembled the bed. [redacted] signed her delivery
ticket acknowledging she received her items in good order; no damages were
reported. As of 6/26/15, we have no record that [redacted] has contacted us
regarding any further issues she is experiencing with her bed since delivery
was completed.
 
At this time [redacted]
bed does not meet the qualification for an exchange under the Terms and
Conditions of the manufacturer’s warranty; no credit is due. If [redacted]
is in need of service she may contact our Service Department at
[redacted] to schedule an appointment.
 
 If we may be of further assistance, [redacted]
may contact our customer service department at [redacted].




 


Kind regards,Dyeisha [redacted]








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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 because Conn's did not offer me any exchange.  Conn's plans to send out someone from the service department to come to my house and LOOK at the problem.
Conn's did not make me any offer for an exchange. An employee fom Conn's is simply coming out to my residence on [redacted], [redacted], to look at the scrathed and blemished dinning room furniture, just to look at it. What good is that doing me as far as resolving the problem? The person woth whom I spoke on [redacted], [redacted], did not mention exchanging the damaged furniture with a new one.I am still dissatisfied.
Regards,
[redacted]

Revdex.com:
This letter is to inform you that Conns Appliance, Inc. has carried out to my satisfaction the resolution it proposed for my complaint, filed on 10/6/2016 and assigned ID [redacted]
Regards,
Conn's refuses to help me with this issue. All they do is call concerning the...

bill I informed them that I would not pay until they replace the products that they have damaged. They agreed to call me to set up a date to deliver the new product from the delivery department. The only calls that I have been getting from comes is from the collections department. I continue to explain to them that my stove and microwave have not been replaced and no one has called me they did not give me the hundred dollars gift certificate that they said as well. I was told that they would replace the merchandise and will call me to let me know. The person that I spoke to you said that someone put in the system that the issue was resolved and everything was okay. That statement is not true they have not replaced anything as of today October 8th 2016.

Thank you for the opportunity to respond to Mr. [redacted]’s complaint.  As stated in our previous response: upon inspection, the serviceman found that the leather is peeling on both units. Mr. [redacted]'s furniture was purchased in August of 2013, at that time the FurnitureGard Plan purchased for his furniture did not cover cracking and peeling. Mr. [redacted] has been advised there are no structural damages to his furniture. We show that the technician stated that Mr. [redacted] advised him to state the product could not be repaired. Please review previous attached pictures showing where the leather is cracking and peeling, which is considered cosmetic damage.  We are unable to continue with repairs on his furniture.  Mr. [redacted] has been provided a copy of the terms and conditions of his FurnitureGard Plan for further review.    Kind regards, Kristal [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 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]

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 Ithis resolution.]
I dont accept this solution. [redacted] required me to pay the difference in the ineffective dryer and the replacement dryer. I paid $** with no warranty. They wouldnt honor the warranty I had left on the defective dryer. They also wouldn't allow me to use the [redacted] gift card they mailed me. These gift cards expired in [redacted]. They dont communicate well, have poor management and didnt try to assist me in a timely manner. They also wouldnt honor my warranty or  try to help me since I was without a dryer for 2 months. I should be compensated for going to the laundromat and my account should be paid off. [redacted] is a con and I never should have stepped foot in their doors
Regards,

Thank you
for the opportunity to respond to [redacted]’ complaint. Our records show on 10/09/13,
[redacted] purchased a ** French door refrigerator with a 1-year limited manufacturer’s
warranty and received delivery on 10/11/13 in good order. Although no damages
were...

reported on the delivery ticket when the unit was delivered, Conn’s has
agreed to repair the door. On 8/14/14; [redacted] also received a 10%
concession in the amount of $260.99 for the refrigerator. We attempted to
contact [redacted] on 10/01/14 to verify which door needs repaired to order
the correct parts however; we were unsuccessful in our attempt. [redacted]
may contact us at [redacted] and reference helpdesk ticket number [redacted] to
provide requested information to order parts for repair. We sincerely apologize
for any inconvenience [redacted] experience during this process.
If
we may be of further assistance, [redacted] may contact us at [redacted].
 
Kind
regards,
 
 
[redacted]

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]