Conn's Home Plus

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 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.

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 Mrs.
[redacted]’s complaint.  Since receiving her
complaint our delivery driver has taken pictures of the [redacted] unit that was
in the garage; we found the screw to the door handle and roller for the pull
out drawer needed to be replaced and the part...

was available.  The drawer part would need to be ordered from
the manufacture.  Since 12/18/14 we have
made several attempts to contact Mrs. [redacted] to discuss a resolution but we
have been unsuccessful in our attempts. 
We are committed to addressing Mrs. [redacted] concerns but will need to
speak with her directly.  She may contact
Adam C, delivery manager directly at [redacted] or contact me directly at
[redacted].
 
Kind regards,
 
Kathryn J[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 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 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]

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.  
As you can see by [redacted] response, all they do is say they are unable to reinstate the cash option, even after I clearly said I will be paying the full amount this week. This is a prime example of this companies robotic treatment of customer concerns and escalations. They do not care. There is no personal touch to their customer service and there is no offer for alternative methods of resolving an issue.From the beginning, it's always been "I'm sorry but we are unable to.." As a go-to response for everything from missed deliveries, to defective equipment, to price adjustments. That's always their first response. If you want to get anywhere with this company, I've learned that it takes exhaustive amounts of persistence before anyone cares enough to actually do something. While I don't have the time or energy to continue calling as I usually would, I will not mark this complaint as resolved until someone from [redacted] actually at least pretends to care. As stated before, the full amount will be paid this week and [redacted] will no longer receive business from me. I understand that [redacted] is unwilling to reinstate the cash option. 
Regards,

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 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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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]

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]

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 compliant. We received Mr.
[redacted]’s compliant and found that his issue has been addressed by the...

district
manager. Conn’s has agreed to honor Mr. [redacted]’s request and will refund his
original delivery fee of $79.99 to his GE account due to the delivery delay. We
appreciate Mr. [redacted] for bringing this matter to our attention and will
address this issue with all parties involved to continue improving the
communication between our store locations and delivery team. We sincerely
apologize for any inconvenience Mr. [redacted] experienced during this process.
If
we may be of further assistance, Mr. [redacted] may contact customer service at
1-877-358-1252.
Kind
regards,
 
Dyeisha
W[redacted]

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 Mrs.
[redacted]’s complaint. Our records show on 10/03/13, Mr. [redacted] purchased a **
side-by-side refrigerator with a 48-month...

Repair Service Agreement Plan.
We reviewed Mrs. [redacted]’s complaint and found
on 2/11/15; Mr. [redacted] was approved for an exchange on his refrigerator due to
excessive repairs under the Terms and Conditions of the Repair Service
Agreement. We no longer had the same refrigerator Mr. [redacted] purchased
therefore; he received an in-store credit in the amount of $1079.99 (which is
the original amount paid) to re-select a different refrigerator. On 2/19/15;
Mr. [redacted] re-selected a [redacted] French Door refrigerator for $1899.99 and
elected to purchase additional coverage for $399.99 which was financed on a
separate account. Our records show Mr. [redacted] contacted our customer service
department requesting a refund in lieu of an exchange due to Conn’s delivery
team was unable to deliver his new refrigerator to his satisfaction on three
separate occasions (2/26/15, 3/13/15 and 3/14/15). We show there was a delay
processing the refund to Mr. [redacted]’s account due to miscommunication regarding
if he wanted to proceed with delivery of a new unit or have the credit refunded
to his account. On 3/23/15; Mrs. [redacted] contacted our customer service
department to express her dissatisfaction with the exchange process and
requested the credit to be applied towards the account therefore; we submitted
a request to issue a credit of $1169.09 to Mr. [redacted]’s account. We show on the
same day (3/23/15) Mr. [redacted] contacted us stating he no longer wanted the
credit applied to his account and requested to continue with service on his refrigerator.
Our records show on 3/28/15, we cancelled Mr. [redacted]’s invoice for the
[redacted] French Door refrigerator and additional warranty; no account has
been created for the exchange that was initiated.
Although Mr. [redacted] requested the credit to no
longer be applied to his account, we show on 3/30/15 a credit of $1169.09 was
credited to his account which closed the account. We spoke to Mrs. [redacted] on
3/31/15; during conversation she stated they no longer wanted to receive the
refund because they invested more into the refrigerator than the credit given.
Mrs. [redacted] also stated that a technician did come out to service their
refrigerator however; they are still having issues with the unit. We have
submitted a request to our Accounting Department to reverse the credit of
$1169.09 on Mr. [redacted]’s account because they are requesting to continue with
service instead of receiving an exchange or refund. Once the credit is applied
back on Mr. [redacted]’s account, he will be responsible for the remaining balance.
We sincerely apologize for any inconvenience Mr. and Mrs. [redacted] experienced
during this process.
If we may be of further assistance, Mrs. [redacted]
may contact customer service at 1-877-358-1252.
 
Kind regards,
 
Dyeisha
W[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 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.

[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 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]