Conn's Home Plus

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. Conn's insists the bed delivered is the same bed I selected in the store; I refuse to believe it is.  Conn's provided no opportunity to purchase additional support for the mattress or information which would allow me to obtain the support the company believes I needed.  I purchased the said support from [redacted] Furniture because the representatives at the Conn's store had no items that would provide the said support.  With the recommended support in place, the mattress offers no support, is pliable and shows no indication it was manufactured by [redacted]. I believe a suitable replacement mattress is in order or the need to seek legal counsel regarding this matter will be considered.
Regards,
  T[redacted] T[redacted]

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to the concerns you have regarding account(s) [redacted] and [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] 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: one of her accounts was duplicated in error; she made a payment but it was applied to the duplicate account; she began receiving collection calls due to the payment posting to the duplicate account; and she would like the phone calls to stop and her credit report corrected.  Our investigation reveals that: one of Ms. [redacted] accounts was duplicated in error she made a payment that was applied to account [redacted] instead of [redacted]; she began receiving collection calls due to the error; and Conn’s has placed a cease communications on the telephone numbers associated with Ms. [redacted] accounts and we are working diligently to correct the payment error. Once the payment error is corrected, the credit marks assessed on account [redacted] due to the error, will be reversed. According to our records, Ms. [redacted] signed a 34-month promissory note and security agreement on November 15, 2016.  The agreement created account [redacted].  Account [redacted] was also opened in error.  On December 15, 2016 Ms. [redacted] made a payment in the store in the amount of $69.64. The payment was applied to account [redacted].  Account [redacted] was closed on December 20, 2016; however, the $69.64 payment was not moved to account [redacted].   Conn’s is working diligently to resolve the issue and move the payment to account [redacted]. Once that payment has been posted any negative credit marks assessed on account [redacted] due to the error will be reversed.  We ask that Ms. [redacted] please allow the credit bureaus 30-60 days to update their records.  Although Conn’s would prefer to keep the lines of communication open, we have placed a cease communications on the telephone numbers associated with account [redacted] until the corrections are completed.  Conn’s values Ms. [redacted] as a customer and sincerely apologizes for any inconvenience she experienced due to this matter.

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].

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.  
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,

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.

Revdex.com:
This letter is to inform you that Conn's has carried out to my satisfaction the resolution it proposed for my complaint, filed on [redacted] and assigned ID [redacted]
Regards,

Thank you for the opportunity to respond to Mr. [redacted]’s complaint. Our records show on 1/18/16, Mr. [redacted] purchased a [redacted] washer and dryer which come with a 1-year limited manufacturer’s warranty; no additional coverage was purchased with Conn’s. We researched Mr. [redacted] service...

history and found he contacted us on3/31/16 stating the dryer is making a loud rattle noise. A service appointment was scheduled for 4/4/16; during this inspection the technician found a part was need for repair. The technician returned the following day 4/5/16 and replaced the ASM bracket idler to complete repairs; no further issues were reported. Our records show Mr. [redacted] contacted service again on 8/2/16stating his dryer made a loud noise and turned off now the unit is not working. Mr. [redacted] is currently has an appointment scheduled for 8/8/16; once the technician inspects the dryer we can determine what further actions are required. In regards to the property insurance, our record show Mr. [redacted] signed his contract acknowledging that he was aware and agreed to purchase Conn’s Property Insurance. Although consumers are not required to purchase insurance with Conn's, they must provide proof of their homeowners/renters insurance when making a purchase. However; Mr. [redacted] may fax over a copy of his homeowner/renter insurance as well as the attached cancellation request to 1-855-593-5465 to have the insurance removed from his account. If we may be of further assistance, Mr. [redacted] may contact us at 1-866-765-1513. Kind regards, Dyeisha [redacted]

Thank you again for the opportunity to respond to Mrs. [redacted]'s concerns regarding her account.  We have attached a copy of the contract signed by Mrs. [redacted] as well as the payment history.  As of March 23, 2015 the payoff balance on the account is $3,055.09.  Please note, the payoff balance can update daily.  If Mrs. [redacted] plans to submit the payoff balance in full, we ask that she contact us the day she plans to submit the payment for an up-to-date payoff quote. Thank you, Cheryle S[redacted]

Thank you for the opportunity to respond to [redacted]’s dispute.  We
researched [redacted]’s concerns and found it has been resolved.  
Our records show on 
Narrow","sans-serif";
mso-fareast-font-family:"Times New Roman";color:darkblue">[redacted], [redacted]’s [redacted] recliner was returned and
a credit of $[redacted] was processed to his account. We sincerely apologize to
[redacted] for the experience and any inconvenience that has been caused
regarding the return of his recliner.
If we may be of further assistance, [redacted] may contact our
Customer Service Department at [redacted]. 
 
Sincerely,
 
[redacted]

Thank you for the opportunity to respond to Mrs. Ferguson’s additional comments. As mentioned in our previous response when Mrs. Ferguson’s unit was received at the store, the sales associate discovered the unit was infested with insect droppings. Mrs. Ferguson has been informed that infestation is not covered the Terms and Conditions of the RSA Plan therefore; we are unable to continue with further repair needs. Mrs. Ferguson may retrieve her desktop from her local Conn’s at her earliest convenience. If we may be of further assistance, Mrs. Ferguson may contact our Customer Service Department at 1-877-358-1252.  Kind regards, D[redacted] 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.  
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]

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 already had the
phone calls to stop when I called and spoke to Conn's customer service.
 Since I made that phone call to the customer service before filing this
complaint!  This still does not answer my question that I asked to be
answered from a upper management level.  Is it
Conn's business practice to call future customers and harass them?
 Because as I stated, from their customer service (Manager) stated that it
was okay for them to call as many time and as often “Providing a Service”.
 I will ask it again, I would like to hear from an upper management that
this is a business practice.   
 
I don’t know what to say
about the un-professionalism from the customer service "Manager"
which has not been addressed in their response.  So how can this complaint
be resolved? 
 
To me, this feels as bad
as their (2) generic letters that I received from them.  I had the phone calls stopped, and no mention about
the un-professionalism of their customer service “Manager”. ]
Regards,[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.

Thank you for the opportunity to respond to [redacted]
concerns regarding credit inquiries from Conn’s on his credit
reports. 
[redacted] stated he called his local store to discuss
promotions and the sales associate processed a credit application...

over the phone
without his knowledge. 
 
[redacted] contacted his local store to see what
promotions and financing were available.  We are
unable to tell a potential customer exactly what they will qualify for without
imputing their information in the system. 
 
As a one-time offer and a goodwill gesture, we will remove the credit inquiries from [redacted] credit reports that posted in May 2015.  We ask that
[redacted] please allow 30-60 days for the credit bureaus to update their
information. 
 
We value [redacted] and appreciate him bringing his
concerns to our attention and apologize for any inconvenience he has experienced due to this matter. Thank you,Cheryle S[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 Ms. [redacted]’s complaint.  Our records indicate that on4/17/16 Ms. [redacted] purchased [redacted] Washer with a 48- month Repair Service Agreement.  She also received a copy of the Conn’s Return and Exchange Policy at the time of purchase; her...

signed invoice acknowledges that she received a copy of the Return and Exchange policy.  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.  On 4/18/16 Ms. [redacted]’s washer was delivered as promised. After reviewing Ms. [redacted] complaint, we show that on 2/20/17 she contacted Conn’s service department stating that her washer was not spinning or rinsing her clothes. A service call was placed and parts were ordered; we went out on 2/27 to install the part and determined additional parts were needed. On 3/8/17 we went back to install the new parts, unfortunately those parts did not work as well and the Tech submitted for an exchange.    At this time Conn’s has agreed to honor Ms. [redacted]’s request, and exchange the washer under the terms and conditions of the warranty.  If we may be of further assistance, Ms. [redacted] may contact our Customer Service Department at1-877-358-1252.  Kind regards, Kristal [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,

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:
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]