Conn's Home Plus

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]

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]

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]

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 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]

Thank you again for the opportunity to respond to **. [redacted]'s concerns regarding his account.  We do not have record of **. [redacted] authorizing pick up of the merchandise, nor do we have documentation that the items were picked up.  If **. [redacted] can provide that documentation, we will be glad to investigate further.  Thank you,[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]

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] 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 on9/24/15, Mrs. [redacted] purchased a
** gas range with a 24-month Repair Service Agreement and a [redacted]
refrigerator with a 24-month Repair Service Agreement. We confirmed Mrs. [redacted]’s...

appliances
were purchased as floor models (unsealed merchandise) sold as is at a
discounted price. Mrs.
[redacted] elected to have her appliances delivered; which was completed on9/27/15.
We researched Mrs.
[redacted]’s complaint and found she contacted us on10/09/15; stating she was missing
the grill pans for gas range and the waterline on the refrigerator was not
installed. We spoke with
Mrs. [redacted]’s sales representative who confirmed; as of10/10/15Mrs. [redacted] received the grill pans for her range. In regards to the waterline
installation; at the time of delivery it was found that there was no water
valve available. Therefore,
we are unable to complete the waterline installation to Mrs. [redacted]’s
refrigerator.  
    
If we may be of further
assistance, Mrs. [redacted] may contact our Customer Service at [redacted].
Kind regards,
Jana A[redacted]

Thank
you for the opportunity to respond to [redacted]’ complaint regarding a
purchase made under the name of [redacted].  Our records show on 11/22/13,
[redacted] purchased a [redacted] All-In-One computer from us with
a 37-month Repair Service Agreement. ...

We show [redacted] elected to pick up
his computer from our [redacted], ** location; [redacted] signed acknowledging his
computer was received in good order.
 We
received [redacted]’ complaint and found she had two completed service calls
regarding her computer.
 
·         On 8/22/14, [redacted] contacted
us; stating the computer would turn off by itself and would not turn on. 
Based on [redacted] problem description it was suggested he bring his computer
into service.  On 8/24/14, service received
his computer; the technician inspected the computer and found the hard drive
needed to be replaced; the technician ordered the replacement hard drive on 8/30/14.  The hard
drive became available on 9/02/14 and installed on that
same day; the technician tested the unit and tested ok.
·         On 9/09/14, [redacted] contacted
us; stating the computer would not turn on.  [redacted]’ computer was
received by service on 9/16/14.  The
technician powered on the computer and no problems were found; the technician
was unable to duplicate the alleged issues [redacted] reported.
 
At
this time [redacted]’ computer does not qualify for an exchange.  Based on
the last service call completed the computer powered on and was working
properly no defects were detected.   
 If
we may be of further assistance, [redacted] may contact us at [redacted].
 Kind
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 have a time and Date stamp on my computer showing when my payment was made and the email that twas sent to them telling them to cancel the other payment as we were paying the account off.I have attached my computer history showing when it was made. Conn's owes me for the fees this has cost me in overdrafts. This is thier mistake and they should fix it.It cost me $175 in fees due to this extra money being taken out of my account. And it should have been the whole $288 payment that was refunded and not a portion of that as I payed the payoff that was stated on the computer. So they have basically kept a portion of that payment and cost me more money. We have dont a lot of bussiness with Conn's but if this is not fixed we will never again and will make sure that we let every person we know what they did and not to shop with them.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.]
This is a quote for a previous email sent my you "  All call attempts are noted on the account with a date and time stamp.  Our records indicate the last call attempt on July 10, 2015 was placed to Mr. [redacted] at 8:52pm Eastern Standard Time.  Mrs. [redacted] returned the call and spoke with an agent at 9:54pm Eastern Standard Time."  When I proved to you that this was not true you are saying you are investigating. Yes it is harassing someone when you call them at almost 10 pm at night as a matter of fact it is against the law. The payment was made well before that call was placed also. You need to admit what you did was wrong and you need to make some sort of amends because you BROKE THE LAW!!! This going back an forth with you is getting old and if it takes calling the Corp offices and going higher then that is what I will do or if it takes filing a report with the government agencies that govern this sort of thing then I will go that route. I am not the one in the wrong here and if you think I will let this go then you are wrong. I have been a good customer with your company but I will never shop with your company again. When I am in the wrong I admit it. It's apparent your company can not do the same. You wake someone up in the middle of the night and you just want to brush them off and let it go with a "We are investigating it" there is no investigating it. You have the records I have the records now do whats right..  My next course of action will be with the governing bodies because I am tired of the brush offs. 
Regards,
[redacted]

Thank you for
the opportunity to respond to Mrs. [redacted]’s concerns regarding account #[redacted].  Mrs. [redacted] stated she begins receiving
collection calls the day after her payment is due. 
When the payment is late, we begin call
attempts as a reminder to ensure...

payments will be made timely. It is a
normal practice for our company to begin call attempts the first day the
payment is late. To prevent the calls Mrs. [redacted] has the option to pay on-line,
in her local Conn's store, by mail, or over the phone if it is more convenient
for her, before her due date. Additionally, if Mrs. [redacted]’s pay date has
changed, she may benefit from requesting a change of her due date each month;
however, the account must be current in order for us to change the due date.  We ask that Mrs. [redacted] contact us if she
would find this beneficial.   
According to our records, Mrs. [redacted]’s account is
past due from January 27, 2015.  Collection
efforts will continue until a payment has been made.  As of March 31, 2015 the past due amount on
Mrs. [redacted]’s account is $462.99.  We ask
that Mrs. [redacted] contact us to bring the account current
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 Mr. [redacted]’s complaint. Our records show on 5/30/16, Mr. [redacted] purchased a ** French Door refrigerator which was delivered and signed as received in good order on 6/16/16.We reached out to the Dallas warehouse and were advised that Mr. [redacted]...

contacted the warehouse on 7/7/16 stating some of his possession went missing around the same time delivery was made. The alleged incident has been investigated by both Conn’s warehouse and [redacted] (3rp party delivery team) however; we are unable to confirm that Mr. [redacted] personal items were taken by the delivery team at the time of delivery. Our delivery manager attempted to contact Mr. [redacted] on 8/31/16 to discuss his concerns but was unsuccessful and left a voice message to return the call.If we may be of further assistance, Mr. [redacted] may contact us at 1-866-765-1513Kind regards,Dyeisha [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
[Provide details of why you are not satisfied with this resolution.]
Regards,
  I [redacted] and my wife [redacted] would like to be refunded of the proctection plan we purchased and would also like the protection plan to me terminated from contract. I have not spoken with any one from conns customer service I was informed by the manager at conns that handle was not covered under warranty however the sales associate Caleb stated that we where protected that's why we purchased. I would like fridge repaired or picked up as I don't want to pay for fridge or continue to deal with conns as I feel like I was lied to upon purchase

Thank you for
the opportunity to respond to Mrs. [redacted]’s concerns regarding account # 420115730.  Mrs. [redacted] stated she called on December 10,
2014 and received a payoff quote of $2019.27, but when she went to the store to
pay the account off, they quoted her a payoff amount of...

$2319.27. 
According to
our records and recorded calls, Mrs. [redacted] called our customer service
department on December 10, 2014 to receive a payoff quote.  The agent quoted a payoff amount of
$2319.27.  Mrs. [redacted] asked her to repeat
the amount because she was not sure if she heard her correctly.  The agent restated the payoff amount of
$2319.27.  Mrs. [redacted] called back on
December 13, 2014 to receive a payoff amount and was again quoted a payoff
amount of $2319.27.  Mrs. [redacted] made a
payment on the account in the amount of $2000.00 on December 13, 2014.  Mrs. [redacted] called again on December 15, 2014
to request a payoff quote.  At that time
Mrs. [redacted] was informed that the remaining balance due on the account was
$319.27.  Mrs. [redacted]’s account was not
charged extra for insurance.  Mrs. [redacted]
canceled the insurance on her account on July 17, 2013 and received an
insurance credit in the amount of $460.75. 
As of January
15, 2015, the payoff amount on Mrs. [redacted]’s account is $370.27.  Please note, the payoff amount could update
daily.  If Mrs. [redacted] would like to pay
the account balance in full, we ask that she contact us the day she plans to
submit the payment for an up-to-date payoff quote.  We have included a copy of Mrs. [redacted]’s
payment history for her records.
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 Mrs. [redacted]’s complaint.  Our records show on 11/22/16, Mrs. [redacted] purchased a [redacted] side by side refrigerator that came with a limited 1-year manufacturer’s warranty.  Mrs. [redacted] declined to purchase additional RSA coverage through Conn’s...

HomePlus.  Mrs. [redacted] received a copy of Conn’s Return & Exchange Policy at the time of purchase.  Our Return & Exchange Policy state: 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.  Mrs. [redacted]’s refrigerator was delivered on 11/23/16 as requested. We researched Mrs. [redacted]’s dispute, and found that she contacted us on 11/25/16; stating the ice-maker was not making ice.  A service call was scheduled for 11/30/16; during the inspection the technician found a new water line and fill tube was needed.  On 12/01/16, the technician ordered the part needed.  On 12/02/16, the dispatcher attempted to contact Mrs. [redacted] to schedule an appointment; however the call was disconnected and dispatcher sent Mrs. [redacted] a text message regarding service.  On 12/05/16, the dispatcher called all number associated with Mrs. [redacted] to schedule an appointment to install the parts and also sent a text message.  On 12/06/16, the dispatcher called Mrs. [redacted] and she disconnected the call.  Mrs. [redacted] later contacted us on 12/06/16; stating she did not want to continue with service, therefore her service order was canceled.   Although we are unable to honor Mrs. [redacted]’s request to exchange her refrigerator; Conn’s is willing to continue with repairs.  If we be of further assistance, Mrs. [redacted] may contact our Customer Service Department at 1-877-358-1252.   Kind regards,  Jana [redacted]Customer Relations

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  
Replacement furniture was delivered today the dresser did have one spot on it where the stain was slightly faded but overall everything was much more acceptable and I made my payment as promised.

Thank you for the opportunity to respond to [redacted] complaint.  Our records show on 5/18/15, [redacted] purchased a [redacted] high-efficiency washer and dryer with a 24-month Repair Service Agreement.  [redacted]signed invoice indicates at the time of purchase she...

acknowledged she was provided a copy of the Repair Service Agreement and that she understood the coverage associated with the product.  [redacted] elected to have her washer and dryer delivered; which was completed on 5/22/15. We researched [redacted] complaint and found a service call was placed on 7/13/15 for their washer and 8/12/15 for their dryer; stating the washer was not cleaning the clothes and the dryer was turning off on its own.  After reviewing the service history we found multiple attempts were made to schedule [redacted] for service, but we were unable to find a service technician in their area.  Therefore, [redacted] (the manufacturer) approved an exchange to replace their washer and dryer.  We attempted to contact [redacted] regarding her approval, but we were unsuccessful in our attempt.  [redacted] was issued a credit up to the original amount paid which was $2,599.98 to re-select a new washer and dryer.  [redacted] may visit her nearest Conn's location to initiate her exchange and schedule delivery.                                           ...⇄ we may be of further assistance, [redacted] may contact our Customer Service department at 1-877-358-1252. Kind regards,  Jana A[redacted]Customer Relations