Conn's Home Plus

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 
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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]

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. 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]

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 Mrs. [redacted]’s additional comments. As mentioned in our previous response, Mrs. [redacted]’s was approved for an exchange under the Terms and Conditions of the FurnitureGard Plan for her rails, headboard and footboard for up to the original amount paid. Since our previous response, Mrs. [redacted] has contacted our customer service department and requested to receive a refund in lieu of the exchange for the headboard, footboard and rails. Conn’s has agreed to honor Mrs. [redacted]’s request and issue a credit to her account for $384.99; we ask to please allow 7-14 business days for the credit to reflect on the account. 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
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]

Thank you for the opportunity to respond to [redacted] complaint.  We researched [redacted] complaint has been addressed and resolved.  Our records show [redacted] was scheduled for delivery on 7/10/15; however due to an installation issue [redacted] refused delivery and...

all appliances were refused.  After further research we found [redacted] invoice was completed in error and as of 7/20/15 this error has been corrected.  [redacted] has been issued a full credit of $5,269.58 has been issued to [redacted] account.  We sincerely apologize to [redacted] for any inconvenience she experienced during this matter. If we may be of further assistance, [redacted] may contact our Customer Service department at 1-877-358-1252 Kind regards, Jana A[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]’ 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]

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]

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 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]

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]

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]

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.

[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 10407889, and find that this resolution would be satisfactory to me.  
Conn's did in fact honor my request for a refund/exchange and did issue an in store credit of $799.99.  I then purchased the Bose systems at $1499 and financed the remaining balance after the store credit on my account.  Thank you for your assistance regarding this matter.[redacted]480-309-6845[redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’ complaint. Our records show on 12/19/15, Mrs. [redacted] purchased two [redacted] Queen mattresses, two [redacted] Queen box springs and received two free mattress protectors with her qualified purchase. Mrs. [redacted] elected to purchase a 36-month...

FurnitureGard Plan on her items. We show Mrs. [redacted]’ items were delivered on 12/20/15 and installed on a previously owned bed frame. After reviewing Mrs. [redacted]’ complaint we show she contacted our service department on 2/09/17 stating one of her mattresses was sinking in. A service appointment was scheduled for 2/27/17; during the inspection the serviceman found the mattress with a 1 ¾’ body impression on the right head area. The serviceman also notated that the slats on the unit did not have center legs to properly support the mattress. After reviewing the report and photos provided by the serviceman, our furniture claim specialist found that that the reported issue is not covered under warranty due to not having the proper support on the bed frame. The manufacturer requires a rigid bridge bar with a supporting leg and at least 5 legs or 5 equally spaced hardwood cross-slates to provide continuous support. At this time Mrs. [redacted]’ mattress does not meet the qualifications for an exchange however; we recommend Mrs. [redacted] add the proper support on her mattress as outlined under the manufacturer’s guideline. Once the proper support has been added, if Mrs. [redacted] is still in need of service she may contact our Service Department at 1-855-266-6349 to have a serviceman re-assess her mattress within 90-days of the last inspection. We have attached the manufacturer’s warranty information with our response. If we may be of further assistance, Mrs. [redacted] may contact Customer Service at 1-877-358-1252  Kind regards, Dyeisha [redacted]

Thank you for the opportunity to respond to Mr. [redacted]’ complaint.  Our records indicate that on7/18/15 Mr. [redacted] purchased an [redacted] Reclining Loveseat and Sofa, each with a 48-month FurnitureGard Plan.   Mr. [redacted] received a copy of the Return and...

Exchange Policy at the time of purchase.  Our Return and Exchange Policy states: No returns or exchanges on furniture.  If your product fails while under manufacturer’s warranty or Conn’s FurnitureGard Service Plan, Conn's Factory Authorized Service will repair your product according to these warranties.  Mr. [redacted] also signed his invoice acknowledging that he received a copy of the Return and Exchange policy. On 7/20/15 Mr. [redacted]’ furniture items were delivered as promised.  After reviewing Mr. [redacted]’ complaint, we show that on 9/28/16 Mr. [redacted] contacted Conn’s Service Dept. stating that left side springs came loose on the seat of the reclining sofa and a work order was created to schedule for service; we were unable to contact Mr. [redacted] to confirm a date and the order was canceled. Mr. [redacted] contacted us on 10/10/16 stating the same issue mentioned above. Service was scheduled for 10/21/16 and the service man determined that the leg and front portions of the seats were smashed in and he adjusted the filling in the legs and placed an order for the filling for the cushions. On 11/12/16 the cushions were filled and repaired.  On 11/17/16Conn’s service was contacted once again stating that seats were flat and the zippers were broken. Upon service we discovered that the seat cores needed replacing and as well as the zippers. On12/8/16 Mr. [redacted] was contacted to be informed we were ordering the seat cores but the zippers aren’t covered under the warranty.  According to our records the seat cores arrived, however Mr. [redacted] needed service scheduled in March because he was renovating his home. At that time we were not able to schedule that far in advance.  The service order was canceled and he was advised to contact us when he was ready for his service to be complete. He called back on 2/27/17 to get service completed and we determined that we could order the chaise cushion to have it replaced for the defective zippers, however it will take 6-8 weeks for arrival from the manufacturer. At this item we will not be albe to honor Mr. [redacted]’ request and we have to continue with service. If we may be of further assistance, Mr. [redacted] may contact our Customer Service Department at1-877-358-1252.  Kind regards, Kristal [redacted]

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]

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,