Conn's Home Plus

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.

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.  This is your own weekly ad. This is the sales price that you advertised and you refuse to honor it. Your own commercial states that if I find a price that's lower in your ad or any competitors ad my price would be reduced. Would it matter if it was a Veteran's Day ad or Columbus Day? An ad is an ad especially if it's issued by your own company. Picking and choosing when to honor an ad seems to be shady business practices.
Regards,
[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.  
Since the response issued on 9/7/16 the company asked me to wait 30 days to review, however they in turn submitted information to Equifax. Information sent caused further damages to my credit. My payment made in August still did not bring me current. so, while the company wants me to wait for their response they continue to do nothing to correct the problem. I have two reports from the credit agencies attached
Regards,

Thank you for the opportunity to respond to Mrs. [redacted] complaint. Our records show on 9/11/14, Mrs. [redacted] purchased a LG 60’ Smart TV
with a 25-month Repair Service Agreement Plan and elected Conn’s delivery and
installation. On 9/12/14, Mrs. [redacted] signed her delivery ticket...

acknowledging
she received her television in good order.
 
We received Mrs. [redacted] complaint and found she contacted our
service department on 10/01/14 stating the television was flickering and the
screen goes black. A service appointment was scheduled for 10/2/14; upon
inspection the technician found parts needed to be ordered for repairs. Once we
received all the parts, Mrs. [redacted] was scheduled to complete repairs on
10/08/14. On 10/08/14, the technician replaced the main board and power supply;
tested the television and the unit tested ok. Mrs. [redacted] contacted our service
department again on 10/9/14, stating the remote was not working and all her
Apps were removed from the television. A service appointment was scheduled for
10/10/14 however; when the technician contacted Mrs. [redacted] on the date of
service she informed the technician that she no longer needed service. Mrs
[redacted] stated she contacted the manufacture who instructed her on how to reset
the remote and Apps on her television therefore, the service order was cancelled.
As of 10/16/14, we have no indications of any further issues Mr.
[redacted] is experiencing with her television. If Mrs. [redacted] is in need of service,
she may contact our service department at [redacted] to have a technician
re-assess her television. We sincerely apologize for any inconvenience Mrs.
[redacted] experienced during this process.
 
If we may be of further assistance, Mr. [redacted] may contact us at [redacted]
 
 
[redacted]

Thank you for the
opportunity to respond to Mrs. [redacted]’s complaint.  Our records show on 11/04/14, Mrs. [redacted] purchased
a ** washer with a (24-month Repair Service Agreement) and a ** high efficiency
dryer with a (24-month Repair Service Agreement).  Mrs. [redacted]’s...

signed
invoice indicates at the time of purchase she acknowled**d she was provided a
copy of the Return and Exchan** Policy which states:  a consumer has 30-days
from the date of purchase to return/exchan** TVs, appliances with a 15%
restocking fee.  Mrs.
[redacted] also signed acknowledging she was provided a copy of the Repair
Service Agreement and understood the covera** associated with the
product(s).  Mrs. [redacted] elected to have her items delivered; we show
she signed acknowledging her washer and dryer was delivered and received on 11/06/14 in
good order.
 Mrs.
[redacted] contacted our service department on two occasions regarding her
washer.
 
·         On 12/31/14, Mrs.
[redacted] contacted us; stating the washer was making a loud noise and not
agitating.  A service call was scheduled through the manufacturer with a
certified technician; during the inspection the technician found the unit was
not agitating and the motor needed to be replaced.  The technician ordered
the motor and on 1/08/15 the
technician replaced and installed the motor; he tested the unit and the washer
tested ok.    
·         On 1/27/15, Mrs.
[redacted] contacted us again; stating she was having the same issue.  The
manufacturer scheduled a service appointment with a different certified
technician on 2/02/15.  During the inspection
the technician found the motor bracket was hitting the lower frame due to an
unbalanced load.  The technician adjusted the frame and all operations
tested ok; no parts were required.
 
At
this time we are unable to honor Mrs. [redacted]’s request to return her washer;
based on the technician’s report the unit has been repaired and is functioning
properly.  We have no records indicating Mrs. [redacted] has contacted us
regarding any service issues with her dryer.  If she is in need of service
she may contact our service department at [redacted]. 
 
If we may be of further
assistance, Mrs. [redacted] may contact Customer Service Department at [redacted].
 
 
Jana A[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
[Provide details of why you are not satisfied with this resolution.]Sent: Wednesday, August 26, 2015 4:01 PM  My husband did not call, after a payment is due they call you everyday all day even if you make an arrangement they say "okay, we will make a note just know that they will continue to call you anyway." When the problem was in process they determined that I did tell them that I was paying in cash and that I did cancel the payment that's why they were going refund me a check. I did call back after missing a phone call and inquired about my refund on August 21, 2015 there was still no check in the mail so I asked if my payment would be late if I was waiting on the check they said yes, so I decided to cancel the refund and have them put it on my account, if I would have known that the process was going to be over a month long I would have placed it on my account along time ago, I think it would of been rediculous to receive a check just to turn around and give it right back, I needed that money as soon as it was overdrawn and I feel that they didn't care about my situation. I am glad that a payment history has been attached, we have been customers since 2013 and have made all of our payments.
Regards,

Thank you for
the opportunity to respond to Mrs. [redacted]’s concerns regarding an account.
Mrs. [redacted]
stated she has received phone calls regarding an account that is not hers.
 
According to
our records, the phone number provided by Mrs. [redacted] was linked to a...

Conn’s account
in error.
 
We have placed
a cease and desist on the telephone number provided by Mrs. [redacted].  If she should receive any additional calls,
we ask that she contact us directly so we may address the matter further.
 
We sincerely
apologize for any inconvenience Mrs. [redacted] experienced due to this matter.

Thank you for the opportunity to respond to Mr. [redacted]’s additional comments. As mentioned in our previous response, Mr. [redacted] only had a manufacturer’s warranty which expired on 5/31/16. Mr. [redacted] contacted the service department on 5/31/16 for repairs and was advised that his warranty expired that day (5/31/16). The expiration date for the warranty is effective on the date listed in the contract; not by the end of business day on the expiration date. We are glad to hear that the manufacture was able to resolve Mr. [redacted] repairs needs. However; we are unable to honor Mr. [redacted]’s request to receive a free service contract or exchange the refrigerator. Mr. [redacted] has stated the unit has been repaired by the manufacturer which provided the coverage for the product. 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 to Ms. [redacted] concerns regarding account [redacted].  Ms. [redacted] stated she filed an insurance claim on her account. She believes she has paid the account balance in full.    According to our records, Ms. [redacted] signed a 30-month retail...

installment contract on May 15, 2015.  That contract included our credit life, disability and involuntary unemployment insurance.  On June 17, 2015 Ms. [redacted] contact our insurance department to file a disability claim.  We mailed her an insurance claim form at that time to the address on file.  As of September 6, 2016, those insurance claim forms have not been returned.  Additionally, MS. [redacted] stated she has lost her job.  We have no record of an unemployment insurance claim being filed.    If Ms. [redacted] has misplaced the insurance claim forms she may contact our insurance department at 800-280-1514 to request another form.    Conn’s is obligated to report factual information to the credit bureaus and we are unable to remove the negative credit marks assessed on the account due to payments not being made timely.  We have included a copy of Ms. [redacted] payment history for her records.    Conn’s values Ms. [redacted] as a customer and appreciates her for bringing her concerns to our attention.   Thank you, Cheryle [redacted]

Thank you for the opportunity to respond to [redacted]’ concerns regarding account [redacted]. Ms. [redacted] stated she would like a payoff per item listed on her account.   According to our records, Ms. [redacted] signed a 32-month retail installment contract on July 9, 2016. That contract included the...

remaining balance from account [redacted].    Conn’s is unable to give Ms. [redacted] a payoff quote by item listed.  The contract is for the entire balance of the account and payoff quotes per item are not available.  We have included a copy of Ms. [redacted] signed retail installment contract and payment history for her records.    Conn’s values Mr. [redacted] as a customer and appreciates him for bringing his concerns to our attention.   Thank you, Cheryle S[redacted]

Thank you for the opportunity to respond Ms. [redacted]’s concerns regarding account [redacted]. Ms. [redacted] stated she accepted a settlement offer on her account but it is still opened.    According to our records, Ms. [redacted] accepted a settlement offer on her account.  She agreed...

to pay a total of $490.98 to close the account.  Ms. [redacted] completed her settlement agreement on June 6, 2016; however, the account did not close. We are in the process of closing Ms. [redacted]’s account.   Conn’s respectfully disagrees that it agreed to remove the account from Ms. [redacted] credit report. Once the account closes, it will be reported to all three major credit bureaus as “settled for less than full with a zero balance.”     Conn’s apologizes for any inconvenience Ms. [redacted] experienced due to this matter.

Thank
you for the opportunity to respond to Mrs. [redacted]’s concerns about credit.  Mrs. [redacted] stated she was denied credit when
she attempted to purchase a new mattress. 
 
According to our records Mrs. [redacted] was approved for
$2000.00 on November
28, 2014.  Mrs....

[redacted] signed a 30-month retail
installment contract at that time purchasing $1765.50.  As of November 28,2014, Mrs. [redacted] still had
available credit.
 
However, on 12/17/2014, Mrs. [redacted] applied for additional
credit and was declined at that time,
indicating that her credit worthiness had changed from her previous application
in November. 
Mrs. [redacted] will receive a letter in the mail within
30 business days explaining why the credit application was declined.  If she
should have any additional questions, she may contact the toll free number
listed on the letter for additional information.
 
We value Mrs. [redacted] as a customer and appreciate her
bringing her concerns to our attention.Thank you,Cheryle S[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11418768, and have determined that this proposed action would not resolve my complaint.  
[Provide details of why you are not satisfied with this resolution.]
Regards, I am not mrs [redacted] and I have never purchased a recliner. The issue is with Me, [redacted], and my bed mattress that we purchased from Conns. I will attempt to contact again by phone

Thank you for
the opportunity to respond to Mrs. [redacted]’ concerns regarding account
#[redacted].  Mrs. [redacted] stated she
made a payment in January but it did not post to her account.
According to
our records, we were able to locate the payment with the information...

Mrs.
[redacted] provided and we applied that payment to her account on March 16,
2015.  We also reversed the late charges
that were assessed on the account due to the error. 
We have
attached a copy of Mrs. [redacted] pay history for her records.
We value Mrs.
[redacted] as a customer and sincerely apologize for any inconvenience she has
experienced due to this matter. Thank you,Cheryle S[redacted]

Thank you for the opportunity to respond to [redacted] concerns regarding her accounts.  [redacted] stated she has received a negative credit mark in error. 
 
According to our records, [redacted] accounts
were in the middle of a refinance process when she...

received the 30 day credit
mark on account #[redacted]. 
As a one-time exception and a goodwill gesture, we
are removing the credit mark due to the refinance being in process. 
 
Please note, it may take the credit bureaus 30-60 days
to update their records to reflect the new information. 
 
We value [redacted] as a customer and sincerely apologize
for any inconvenience she has experienced due to this matter. Thank you,Cheryle S[redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint.
Our records show on [redacted], Mrs. [redacted] purchased a [redacted] top
mattress with a 48-month FurnitureGard Plan.
 
We received Mrs. [redacted]’s complaint and found she contacted our
service...

department on [redacted] stating the mattress was sinking. A service
appointment was scheduled on [redacted]; upon inspection the serviceman found the
mattress was soiled on the upper portion of the mattress, a ¼” depression on
the left side, a 2 ½ “ depression on the right side and the frame did not have
proper center support. On [redacted], a service claim representative contacted Mrs.
[redacted] to inform her after reviewing the inspection; the photos displayed the
mattress being used on an inappropriate bed frame which voids the warranty.
 
Although Mrs. [redacted]’s mattress does not meet the qualifications
for an exchange due to that mattress does not have proper support, Conn’s has
agreed to exchange her mattress only under the terms and condition of the
FurnitureGrad Plan. Mrs. [redacted] may visit her nearest Conn’s to re-select
another mattress up to $129.99 which is the original amount paid for the
mattress. If Mrs. [redacted] selects a mattress that is more than the credit
given, she will be responsible for the difference in price. Mrs. [redacted] will
be responsible for providing the proper support to her frame to ensure proper
use of the mattress. 
 
If we may be of further assistance, Mrs. [redacted] may contact us directly
at ###-###-####.
 
 
[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.  
Their statement of the NSF fees being refunded by my bank is false and to this day I have not received the refund check for the overcharges.  I am never dealing with this company again.
Regards,
[redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’ additional comments. As mentioned in our previous response, during the last completed service inspection dated 2/19/15 the serviceman found pet damages, burn marks, and a hole is the seat casing of the sofa where Mrs. [redacted] used glue in attempts to self-repair causing further damages. The serviceman also found the mattress solid; the shape coiled out and a gun clip lodged into a hole in the springs where the mattress failed. Mr. and Mrs. [redacted] have been advised that the reported damages would not have been covered under the Terms and Conditions of the FurnitureGard Plan during the coverage period. As of as of September 17, 2015, Mr. [redacted] warranty has expired on his furniture. Therefore, we are unable to continue with further repair needs. Again, we have no records showing that Mr. or Mrs. [redacted] contacted our service department regarding any further repairs between the date of the last inspection 2/19/15  before the warranty expiration date of 9/17/15. We have attached a copy of the FurnitureGard Plan during Mr. [redacted] purchase period.  If we may be of further assistance, Mr. or Mrs. [redacted]  may contact Customer Service at 1-877-358-1252  Kind regards, Dyeisha W[redacted]

Revdex.com: 
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
[Provide details of why you are not satisfied with this resolution.]To whom it may concern:     My name is [redacted] complaint #[redacted] and I have been having an ongoing situation in which has neot even been close to a resolution. Recently, Conn's Appliances responded to the Revdex.com only to imply that "they have decided to honor my exchange" due to the contract dependency. But, the information in which they presented to the Revdex.com was inacurate as well as incorrect. Previously, I sent the Revdex.com screen shots of my contract in order to provide proof towards my claim. On the other hand, I am unable to provide proof of my service attempts (totaling 9) due to the fact that there is no way in which for one to personally document such instances. But, there is another way in which one could acquire the accurate amount of service attempts by investigating Conns recording technology. Once listened to one will here me ask a conns representative how many service attempts do I have in which he or she replied, clearly, nine. Also, the documentation which was notated on the service departments end "falsely documented my initial calls. As stated previously, there is no way in which for one to personally document such instances either. Thus, in every service attempt that I have had has always been the result of the "[redacted])" in addition to other additives Conns technicians have added in regards to problems with my device. This includes the [redacted]. The problem is that they have given me a "simple exchabge" due to their personal realization of "illegally updating a consumers contract." Considering that my contract has been updated or failed to give that particular location an updated version, I believe that all poiunts within my contract be eradicated and I should get the next similar device without having to pay the difference or establishing a new credit line considering that I paid for a faulty warranty totaling up to 350m dollars. I have spent an additive expense over the past three years of approximaetly 3,000 between [redacted], gas to pick up my [redacted] from the actual service department when it is supposed to be delivered (3 HRS), time of from work (7.95 Hour/Full-time student), and an additive amount of expenses within my studies through my [redacted] in which my [redacted] are voluntarily willing to provide any documentation necessary on my behalf in regards to this situation. This is also a problem within this issue considering that my [redacted] crashed not 30 days back from a conns technician (December 23, 2014-January 22, 2015). Furthermore, I have requested documentations of my service requests and provided them with a ligitament fax number in which they have also denied me access to. All in all, my [redacted] starts back April 16, 2015 and I certainly do not have my exchange due to the fact that they want a difference in the balance of approximately 500. I have already paid the amount for the exchange through the actual account and the only thing left is about 200 dollars interest. I have paid approximately 1,400 and the similar device is 1,199. I also originally put down 30-% down of the original device with the extended warranty in which totaled to 300 dollars down just to establish the credit line. I do not believe that as a consumer that had a contract unknowingly no good should have to pay the difference due to the performing illegal acts of unprofessional, practices, and ethics. I believe that this needs to be addressed. Moreover, if I do not have the exchange by April 16, 2015 than I will have to pursue legally and send them a certified mail of me suing them in which I believe a judge would have no problem doing considering their faulty practices.Respectfully yours,[redacted]
Regards,[redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s additional comments. As mentioned in our previous response, our records show Mrs. [redacted]’s items were delivered and signed acknowledging as received in good order on 8/24/16; no damages were reported. We show Mrs. [redacted] did not contact delivery until9/19/16 (26 days after delivery was completed) regarding the stain on her mattress. Although Mrs. [redacted] was outside the time-frame to report any damages, we agreed to send our delivery team to her residence to assess the unit. Conn’s has made every attempt to assess the mattress, rescheduling Mrs. [redacted]’s on four separate occasions however; she has not made herself available.As previously stated, we reviewed the photos taken at the time of delivery and confirmed that the linens were on the prior to the delivery team leaving Mrs. [redacted]’s residence and she would have noticed the stains immediately. We are unable to determine when or how the stain may have occurred on the unit once the delivery has been completed and Mrs. [redacted] did not purchase additional coverage to review other options. Therefore; at this time we are unable to honor Mrs. [redacted]’s request. We have included supporting documents with our response.If we may be of further assistance, Mrs. [redacted] may contact us at 1-866-765-1513. Kind regards, Dyeisha [redacted]