Conn's Home Plus

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:
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.  
First, the issue still remains that the information that was given to me by the sales associate (that I did qualify) and what was told to me after are two totally different things. I was told one thing and then given another and that is not good business practices. If someone makes a mistake there, it should not be the customer who pays for that mistake.Secondly, Even while going over the purchase of my products, this information was not given to me. That is two occurrences where associates at this locations gave me misleading/false information in regards to my account. I was told then that all documentation would be sent to me, It has been over a month and I still after multiple conversations I do not have a copy of the contract which is now conveniently sent to me via this site.Third, you said that it is after the period where I could return without a "penalty", my original complaint to the store location was before the 30 day return. I left messages and was told someone would call me back. It wasn't until I called the cooperate office that I even received any kind of response from Conns.AS STATED, the only acceptable reconciliation for this would be to honor the terms in which I was given on not one but two occasions. Or take back the products at no penalty to me, as it was not me who has taken so long to respond. All of my responses have been prompt and before any Conns deadlines.
Regards,

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]

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.]
Regards,
I have proof from the Chris [redacted], Manager at store 1655 South Stapley Drive, Mesa, AZ as well as Benadette, Warehouse Supervisor, Timothy [redacted], Sales Person,  Don [redacted], Sales Counselor who all confirmed and verified that the promise of 10% off the merchandise would be honored.  I was told that It would be 4-6 weeks before I would receive a revised invoice and to be patient during the problem they caused.  I have never received the payment book with  the 10% off, replacement pillows and the $100 gift card.  Pull the store video where I went in to Conns and was told again that my invoice will reflect the discounts promised.I was only approved for $4000 but only spent $3200 after the sales and promos.  Conns inflated my invoice to upwards of $7000.  Until they honor the promised they failed to this day to delivery then I will take them to court and have them pay all court costs.  They need to remove the derogatory credit remarks on my credit reporting because this is their error not mine.  The 32 monthly interest free needs to be reinstated at the resolution of this complaint, 10% off as promised and I have proof of this from the store, $100 gift card issued, manufacture replacement pillows, delivery free waived. Conns needs to stop lying.Conns is lying. and I have the telephone records and the proof from the video surveillance where I went into the store to have this resolved. Conns DOES NOT  value me as a customer because if they did this would not have gotten to this point.They either fix this now voluntarily on all items promised me or I will have to take this to court and they will have to pay all legal fees. Thank you,[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]’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]

Thank you for the additional opportunity to respond to Ms. [redacted]'s concerns regarding account [redacted].  According to our records, Ms. [redacted]'s refund check was mailed out on September 25, 2015.  We ask that she please allow 7-10 business days for processing.  If Ms. [redacted] has not received her check by October 12, 2015 we ask that she contact our customer service department so we may track the check.  She may contact the customer service department by calling [redacted].Again we value Ms. [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] complaint.  We researched [redacted] complaint and found her invoice was completed in error.  Our records show the day of the delivery [redacted] received (1) mattress, (2) recliners, footboard, rails, sofa, and (1) box spring...

in good order; however one mattress was not delivered.  [redacted] was contacted and informed of the error and advised to come into her local Conn’s to reselect a new mattress.  As of 11/20/15, [redacted] new mattress is scheduled to be delivered.  We appreciate [redacted] being this matter to our attention and we sincerely apologize for any inconvenience she experienced during this process.If we may be of further assistance, [redacted] may contact our Customer Service department at 1-877-358-1252Kind regards,Jana Andrews

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.]
Regards,
  I will never accept the lies that is coming out of the mouths of Conn's. Every word they are saying are lies !!.  They should have to present the salesman that sold me my purchase , to the Revdex.com. They fired him shortly after the sale. They should have to tell what they fired him for.How does a business stay open that has hundreds of complaints ?  Also, I have called ** several times and they tell me that Conns store is the one that has to chan** the code, and when I call the store they tell me one thing and tell Revdex.com something else. I have been done wrong and they know it but the little person doesn't have  a chance ! If  this isn't made right I promise I will tell everyone I know and every stranger  I meet until the  day I die about CoNN'S. About what crooks they are  and if they will do thiis to an old sick widow ,they will do it to anyone !I have told CONNc that I will never go away , they thought I would.

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 [redacted]
complaint.  Our records show on */07/14, [redacted] purchased
a...

[redacted] queen mattress with a 48-month [redacted] Plan and a
[redacted] Sleeper queen box spring with a 48-month [redacted]
Plan.  [redacted] elected to pick up her mattress and box spring from
her local Conn’s warehouse in [redacted], TX; we show [redacted] signed
acknowledging her items were received in good order.    
 
We show [redacted] contacted our service department on **08/14 regarding her mattress; stating the mattress was sinking in
the middle and making a cracking noise.  A service call was scheduled for */18/14; during the inspection the serviceman found the mattress had a ¾
inch body impression in the center.  The serviceman also inspected the box
spring and found the middle cross beam was broken; the serviceman notated the
box spring had no center support which is not the proper support.
 
At this time [redacted] mattress and box spring does not meet
the qualifications for an exchange, therefore we are unable to honor [redacted] request.  Although, the serviceman found [redacted] mattress
had a ¾ inch body impression this is considered normal with use.  [redacted]
Mattress Warranty Information Guide states: sagging and body impressions that
measure 1 ½ inches or less are not covered; [redacted] also requires for a queen
size bed to have an appropriate frame with a rigid center support that extends
to the floor. 
 
We have attached a copy of [redacted] Mattress Warranty Information
Guide in our response.
 
 
If we may be of further assistance, [redacted] may contact [redacted] at ###-###-####.[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 Mr. [redacted] complaint.
After further review and research, we found Mr. [redacted] complaint is regarding
a 60” television that was purchased by different consumer. We are unable to
disclose any information to a 3rd-party regarding this...

consumers.
Our records show on 10/19/14, Mr. [redacted] contacted us via social
media stating he purchased a 60” plasma television and Conn’s Repair Service
Agreement Plan under his ex-girlfriend’s name and the warranty is not be
honored. Mr. [redacted] was educated that he would need to have the original owner submit
a written request to transfer the warranty into his name to utilize the
coverage under the terms and conditions of the Repair Service Agreement. Refer
to your Terms and Condition of the Repair Service Agreement SECTION (8)
Transfer: This Agreement is transferable upon FWSC or its Administrator
receiving a written request from the original owner. The written request may be
sent to Conn’s at [redacted] or by email as provided at
[www.conns.com].
Conn’s is willing to honor the Repair Service Agreement Plan once
we have received the requested documents. We a copy of the Repair Service
Agreement in our response.
If we may be of further assistance, Mr. [redacted] may contact us at [redacted]
 
 
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11239191, and have determined that this proposed action would not resolve my complaint.  
[Provide details of why you are not satisfied with this resolution.]
Regards,
  Even though I feel I don't owe this debt I am willing to pay the $109 to Conn's to be completely done with this.  As I've stated previously I never contacted Conn's regarding a payment extension or anything else, Conn's has of yet shown where the signed documents for the loan extension or even call recording or logs for this "loan extension" in which they themselves inserted into the file because it definitely was not requested by me.  I would like for Conn's to remove their account from my credit profile and I will agree to pay the remaining balance just so we can terminate this business relationship because I will never purchase anything else from there again.

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.I can not believe that Conns is still in business!! First of all, the original full amount she stated that I financed was wrong and that's just to start. The fact that Conns is also saying that we didn't cancel the warranty on the [redacted] till Sept 2015 is also incorrect, it was cancelled a few months after we bought the [redacted]. The only time I ever got Conns to admit that they had in fact received the original cancellation form I faxed them as well as the cancellation form for the insurance was in  phone conversation inhad to a supervisor thatactually cared in November 2015. She found it and saidnshe was going to attach it to my file and everyone will be able to see it, it will get fixed she said. Then the insurance charge on the contract that the salesmen never showed us, and.yes we all looked at the contract but the salesman is supposed to by law show us every single thing we are purchasing. CONN'S DIDNT DO IT ON THAT PURCHASE OR THE OTHER 3 WE MADE YEARS/MONTHS BEFORE AND LET ME ADD, WE PAID EVERY ONE OF THEM OFF BY THE CASH OPTION DATE. So, why would I have paid 3 other BIG purchases off by the cash option due date and not this one? I went and made a $1040 payment 2 months before the cash option was due. I CALLED THEM EVERY DAY, ONLY TO GET LIED TO EVERY SINGLE TIME, SUPERVISORS SAYING THAT WE WERE IN THE RIGHT AFTER I TOLD THEM ALL THE FACTS AND THEY WERE GOING TO GET IT FIXED BUT, NOTHING. EVERYTHING I ASKED FOR A PRINT OUT OF MY PAYMENTS AND BALANCE, THE BALANCE ALWAYS STARTED AT THE NOT AND I REPEAT NOT CASH OPTION,WHICH WAS $1600 OVER THE CASH OPTION PRICE, NO THANK YOU!!!! My wife drove to there Home Office in Beaumont or Baytown, Tx, which is about a 3 hour trip each way and it was absolutely horrible the way they treated her, had her wait in some little room waiting to talk to some ladies for an hour and a half, only to have the women that makes those "Calls" say to my wife, "There is nothing I can do for you. Everything is correct and you just need to pay your bill ma'ma'am and go home!" The ladies prior to that had listened to my wife and agreed that I was right but to just settle it, I needed to eat half of the warrenty. She didn't want to even do that because it was still them stealing  from us but, to make them stop harassing my friends and family, we said okay but when the last lady came in, the finial decision maker it was pay or leave. They harass every one of the people on my references and when I say harass I mean call them EVERY DAY!!!!!! I do not except there ofder, they can do something as far as my credit is concerned but am I surprised they lied about that as well, NOPE!!! I want what is right!!  
[Provide details of why you are not satisfied with this resolution.]
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 8/12/2016 and assigned ID [redacted]
Regards,

Thank you for the opportunity to respond to Mr. Dlugosz’s concerns regarding account [redacted]1770.  Mr. Dlugosz stated he was not aware of the protection plan nor the administrative fee on his account. He would like credit on his account. According to our records, Mr. Dlugosz signed a...

24-month promissory note and security agreement on January 31, 2017.  That contract did not include our repair service agreement (RSA).  Mr. Dlugosz signed the promissory note and security agreement accepting the administrative fee.  We have included a copy of Mr. Dlugosz’s singed agreement. Conn’s respectfully disagrees that a credit should be applied to the account for RSA coverage, as Mr. Dlugosz did not purchase RSA coverage.  We are unable to credit the administrative fee as Mr. Dlugosz accepted the fee at the time of purchase. Conn’s values Mr. Dlugosz as a customer and appreciates him for bringing his concerns to our attention.

Thank you for the opportunity to respond to [redacted]’s
additional comments. As previously stated, Conn's is willing to offer 2 options
as resolution of this matter:
 
1.     
Keep product and receive
a 10% discount off the product cost.
2.      
Return product and pay
the 15% restocking fee within the 30 day policy.
 
[redacted] has already received a check in the amount of $104.00
for delivery delay. We are awaiting a response regarding her decision on the
options offered. Please be mindful that the Return Policy expires on [redacted].
 
If we may be of further assistance, [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.  
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,

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.  
Once again the technician was unable to make it. He called Thursday (1/28/16) to tell me he would be there between 1:00pm and 4:00pm. I specifically told the woman I spoke to when I was rescheduling from the last time the I need them to come first thing in the AM as I work from 12:00pm to 6:00pm on that day. The technician said he couldn't do that, he also stated that he was coming to fix a "spring or something", when in fact  there are 4 one inch metal prongs poking through the back of the couch. At this point I wish they would just come and pick it up and refund my money! God only knows when I'll hear from them to reschedule. However, they called me 11 times in one day when I didn't make my payment on time. This was after I spoke to a woman and told her I was not making another payment until this was resolved. She said she would note that on my account and make sure I was not called.
Regards,
[redacted]