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.  I did not agree to a voluntary reposession. What I agreed too was for them to take their merchandise back because as they are doing now, refused to make the situation right. As far as the paper that I signed when I requested they come get the furniture, their shady delivery men told me I would receive a letter in the mail containing my copy after they had "inspected" the merchandise. The only letters I have received from them are ones demanding payment for merchandise I sent back because it was UNSATISFACTORY. Regards,
[redacted]

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to Ms. [redacted] concerns. We have a more than 120-year history of quality customer service and satisfaction, and we would not want anything to impair that record. As a reminder, Ms. [redacted] may contact Conn’s regarding questions by...

calling our Customer Service Helpdesk at 1-877-358-1252, or on-line at www.conns.com.  Ms. [redacted] has stated in the complaint: 1)      that the items she purchased were not setup during delivery; 2)      the door handles on her refrigerator was improperly installed; 3)      she did not receive her rug and had requested to have the item canceled; and 4)      she is requesting a refund for her entire purchase.   Our investigation reveals that: 1)       Ms. [redacted] did not elect to purchase Conn’s assembly for her items. Conn’s delivery includes basic unpacking and setup service; additional charges may apply to assemble and install same items. 2)       We have no records showing that Ms. [redacted] has contacted us regarding issues with her refrigerator. 3)       We have canceled the rug from Ms. [redacted]’s invoice as requested and a credit of $313.91 has been applied to her account. 4)       Ms. [redacted] has 30-days from the date of purchase to return or exchange any electronics or appliances with a 15% restocking fee as long as they are in new condition.  However; we have no return or exchange on all furniture.   Our records show on 5/27/17, Ms. [redacted] purchased a [redacted] side-by-side refrigerator, [redacted]” curved TV, [redacted] curved soundbar, two large mounts, a chocolate zigzag rug, a Z-line chair and desk, and a [redacted] 65” fireplace console. Ms. [redacted] did not elect to purchase Conn’s optional assembly and installation services at the time of purchase.   We researched Ms. [redacted]’s complaint and found that her items were scheduled for delivery on 5/30/17. During the delivery, Ms. [redacted]’s refrigerator was installed, but the remaining items were placed in a secure location for self-assembly and installation. We show Ms. [redacted] signed her delivery ticket acknowledging that she received her items in good order.   Our records show Ms. [redacted] later contacted us that same day stating she did not receive her rug at the time of delivery. We were able to verify that the rug was not received and Ms. [redacted] has informed that we could re-delivery the item on 6/6/17.   Ms. [redacted] requested to pick up the rug from her local Conn’s instead of waiting for delivery.  We show there was a system error which caused a delay when Ms. [redacted] attempted to pick up the rug. Therefore, she requested to cancel the item from her invoice.   As requested, the rug has been canceled from the invoice, and credit has been submitted to Ms. [redacted]’s account. We sincerely apologize for any inconvenience Ms. [redacted] may have experienced during this process    Conn’s values Ms. [redacted] as a customer and appreciates her for bringing her concerns to our attention.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
Sent: Monday, August 03, 2015 8:46 AM To: drteam <[email protected]> Subject:   Case number:  [redacted].   Are the issues resolved?   ____________Yes    _____X________No    If yes, when was the issue resolved?    ________________________________________________________________________________...⇄   If no, what issues remain outstanding?    I have still not received an apology, compensation, or anything of the sorts from Conn's. I am extremely furious at the situation and feel I am owed all of the above.    ________________________________________________________________________________...⇄   Did you ever file your case through the court system?  _______Not yet. ______ If so please include a copy of your filing or judgment for our files.   Signature: ________[redacted]_____________________Date: ___
Regards,

Thank you for the opportunity to
respond to Mr. [redacted]’s complaint regarding a purchase under [redacted]. Our
records show on 8/10/15, Mr. [redacted] purchased two pair of [redacted]...

[redacted] headphones
(white and black) and elected to take his items home the same day.
We contacted Mr. [redacted] on 9/8/15 and
advised him to send a copy of the printed ad he received for review. After
reviewing the advertisement from [redacted], we found the [redacted] headphones
did meet the qualification for Conn’s price Guarantee. Therefore; Conn’s
honored the advertised price of $169.99 and adjusted Mr. [redacted]’s invoice for
both headphones. We have processed a credit of $69.90 to Mr. [redacted]’s ** account; please allow 7-10 business days for the credit to post to his account.
We sincerely apologize for any inconvenience Mr. [redacted] experienced during this
process.
If we may be of further assistance,
Mr. [redacted] may contact Customer Service at [redacted].
Kind regards,
Dyeisha W[redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint. We researched Mrs. [redacted]’s complaint and found that her issue is listed under a different customer’s account. Although we are unable to discuss any account with Mrs. [redacted], we will mail the account holder our response regarding...

this matter to the address we have listed on file. If we may be of further assistance, Mrs. [redacted] may have the account holder contact us at1-866-765-1513. Kind regards, Dyeisha W[redacted]

Thank you for the opportunity to respond to [redacted] complaint.  We researched [redacted] complaint and issued has been addressed and resolved.  Our records show on 9/21/15, [redacted] delivery was completed; she received her Visions bunk bed set and mattresses in good...

order.  Also, [redacted] has been contacted and advised a concession in the amount of $635.60 has been processed to her Conn’s account.  We ask that [redacted] allow 7-10 business [redacted] for the credit to post to her account.  We sincerely apologize to [redacted] for any inconvenience she has experienced during this process.     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 again for the opportunity to respond to Ms. [redacted]'s concerns. Was stated in our previous response, we researched Mr. [redacted]’s service history and found that he contacted us on 11/15/16stating the oven and burners is not working. A service appointment was scheduled for11/16/16; during the inspection, the technician found parts were needed to complete the repairs. We received the parts from the manufacturer on 11/21/16, and Mr. [redacted] was contacted and scheduled for installation on 11/25/16. The technician reported he installed a new control oven and faceplate to complete the repairs. The technician notated that he tested the oven, broil, and all burners and said the unit is working up to specifications. At this time we are unable to honor Mrs. [redacted]’s request for an exchange or reimbursement; the unit was successfully repaired as listed under the Terms and Conditions of the RSA Plan.

Thank you for the opportunity to respond to Mr. [redacted]’s complaint.  Our records indicate that on 11/04/15 Mr. [redacted] purchased a [redacted] Dishwasher with a 48- month Repair Service Agreement and installation. Mr. [redacted]’s signed invoice acknowledges that he 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 11/05/15 Mr. [redacted]’s dishwasher was delivered and installed as promised. After reviewing Mr. [redacted] complaint, we show he contacted Conn’s Service Dept. on 1/4/16 stating the dyrer's spin came off and the unit was not drying; parts were ordered and the product was repaired.  On 3/31/16 he contacted service stating the unit keeps powering on.  Upon inspection we discovered the leak sensor was corroded; we cleaned corrosion from the leak sensor to repair the product.  Most recently we show Mr. [redacted] contacted us on 2/25/17 stating the display was flashing and would not shut off without flipping the breaker; on 3/22/17 service the main board was replaced and the customer was instructed on proper use.  Mr. [redacted] contacted Conn’s the same day as repairs (3/22/17) stating the product was not repaired and needed additional service we went out and installed a drain pump to repair. At this time we have determined that the dishwasher does qualify under the warranty and Mr. [redacted] has been contacted with instructions to exchange his dishwasher.  If we may be of further assistance, Mr. [redacted] may contact our Customer Service Department at 1-877-358-1252.  Kind regards, Kristal [redacted]

Thank you for the
opportunity to respond to Mrs. [redacted]’ complaint. Our records show on 10/08/14,
Mrs. [redacted] purchased the [redacted] Metro Chocolate living room set which consist
of two pieces (sofa and loveseat) both with a 1-year limited manufacturer’s
warranty. Mrs. [redacted]’ delivery was...

scheduled on 10/11/14; upon delivery the
sofa and loveseat was damaged by Conn’s delivery team. Mrs. [redacted] was offered
and accepted a 20% concession on both the sofa and loveseat due to damages during
delivery. On 11/06/14; Mrs. [redacted] received a credit to her account in the
amount of $280.00 as agreed for delivery damages ($142.00 concession for sofa
and $138.00 concession for loveseat).
We received Mrs.
[redacted]’ complaint and found she contacted our service department on 10/29/14
stating the frame was broken, staples were sticking out and material was torn from
the bottom of her sofa. A service appointment was scheduled for 11/13/14; upon
inspection the serviceman found the right armrest with scrape a mark on the
back and the right seat casing with a small hole. The serviceman also found the
left side of the sofa only had 7 staples across a 20” space and a tear on the
bottom corner; the serviceman was able to re-staple and re-stretch side covers
on the left side to complete repairs. After further review of the serviceman
findings and photos provided, Conn’s furniture specialist determined the scuff
marks and tears reported on the sofa was not covered under the Terms and
Condition of the manufacturer’s warranty.
In regards to Mrs.
[redacted]’ complaint regarding her contract, our records show on 12/09/14 a new
contract was created with the effective date of 11/05/14 and her original
contract was voided; no negative activities has been reported to Mrs. [redacted]
credit report.
After further review
and research of Mrs. [redacted] complaint, Conn’s has agreed to exchange both the
sofa and loveseat as gesture of goodwill. Mrs. [redacted] may visit her nearest
Conn’s location to initiate the exchange. We sincerely apologize for any
inconvenience Mrs. [redacted] experienced during this process.
If we may be of
further assistance, Mrs. [redacted] may contact us at 1-877-358-1252.
 
Sincerely,
 
Dyeisha [redacted]

Thank you for
the opportunity to respond to [redacted] concerns regarding her
account.  [redacted] stated she wanted
her balance cleared and her account closed.
 
As a one-time
offer and a goodwill gesture we are in the process of closing [redacted]...

[redacted]
account.  Please allow 7-10 business days
for the account to close.  Once the
account is closed, [redacted] will receive a close-out letter in the mail.
 
We value [redacted] as a customer and appreciate her bringing her concerns to our
attention.Thank you,[redacted]

Thank you for the opportunity to respond
to [redacted] complaint. Our records show on 4/18/15, [redacted] purchased
an [redacted] Notebook and a [redacted] Vacuum and elected to pickup her items
from our Conn’s location in [redacted], TX. 
Conn’s Return and Exchange policy was provided to...

[redacted] at the
time of purchase.
 
We reviewed [redacted] concerns and
found the vacuum she purchased was sold as a new factory sealed model however;
she received the unit at a discounted price. We have confirmed with the store
manager that [redacted] dropped off her vacuum without an approved
authorization and refused to pay the 15% restocking fee.
 
We have confirmed the vacuum had not been
opened therefore, Conn’s has agreed to return the vacuum and waive the
restocking fee as a one-time courtesy.  We
ask that [redacted] please allow 3-5 business days for the credit to post to
her Conn’s account.
 
If we may be of further
assistance, [redacted] may contact Customer
Service at [redacted].
 
Kind regards,
 
Dyeisha W[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
[Provide details of why you are not satisfied with this resolution.]
Regards,
  I did not receive a brochure or copy of a contract. All I was given was a receipt for the down payment. I have returned the tv seeing as how no one contacted me about having repairs done after being told I would be a day or two after the delivery team came out. I will also speak with the attorny general about how Conn Artist's treat their customers by locking them in a "contract" without showing them the contract or explaining whats in it then telling them they'll have to google the policies.

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 12/7/2016 and assigned ID 11865753.
Regards,

Thank you for the
opportunity to respond to Mrs. [redacted]’s complaint. Our records show on
6/18/15, Mrs. [redacted] purchased the [redacted] Reclining living room
furniture which consists of three pieces (sofa, loveseat and recliner) and
elected to purchase a 48-month FurnitureGard Plan....

Mrs. [redacted]’s furniture
was delivered and received in good order on 6/19/15.
We researched Mrs. [redacted]’s complaint and found
she contacted our service department on 7/1/15 stating the seams were coming
apart on her rocker recliner. A serviced appointment was scheduled for 7/8/15;
during the inspection the serviceman found the seam coming undone on the seat
cushion. A new seat cushion was ordered through the manufacturer however; there
was a delay receiving the part from the manufacturer. Prior to receiving the
part, the serviceman returned to Mrs. [redacted]’s residence on 9/9/15 and was
able to hand sew the seams as a temporary repair until parts became available.
Mrs. [redacted] contacted our service department again on 9/14/15 stating the seams
were coming apart again and losing support. A service appointment was scheduled
on 9/18/15; during the assessment the serviceman found the previous stitching
coming undone. Mrs. [redacted] was advised that once the seat cushions arrive
from her prior service order; the serviceman would return to install the new
part. Our records show on 9/30/15; the serviceman return to Mrs. [redacted]’s
residence and installed the new seat cushion. The serviceman also notated after
installing the part he found the footrest bent and placed an order for a new
mechanism. Once we received the part from the manufacturer Mrs. [redacted] will
be contacted to schedule installation.
Due to the time taken to obtain the parts needed
to repair Mrs. [redacted] recliners Conn’s has agreed to exchange them for a new
set.  Mrs. [redacted] may contact her
nearest Conn’s to schedule delivery.  We
sincerely apologize for any inconvenience Mrs. [redacted] experienced as a result
of the delay.
If we may be of further assistance, Mrs.
[redacted] may contact Customer Service at [redacted].
 
Kind regards,
 
Dyeisha W[redacted]

Thank
you for the opportunity to respond to [redacted]’ complaint. Our records show on 1/10/13, [redacted]
purchased a [redacted] with a 25-month Repair...

Service
Agreement Plan.
 
After further review of [redacted] service history, we found he
contacted our service department on seven separate occasions regarding his
[redacted]ated from 8/20/13 until 1/28/15. We verified that out of the seven times
[redacted] has contacted us for service, six of the service calls has been
related to software issues. Although we will assist the consumer with restoring
the unit to the manufacture settings, software issues are not covered under the
Terms and Conditions of the Repair Service Agreement; please refer to Section (3) Exclusion; Letter (d).
Service
History:
[redacted] had reconfigured the
[redacted].  The technician  
was able to assist remotely.
[redacted] stated the sound and
picture would go in and out randomly.  Technician replaced the [redacted].
[redacted] upgraded to [redacted] and needed unit reset. Technician reset software
[redacted] requested us to install
[redacted] for him or exchange.  The RSA/AD
does not cover software however; the technician reimaged the unit.
[redacted] states unit not
allowing access to simple pass. [redacted] did not call back.
[redacted] states [redacted] goes completely out/mouse out and requested an exchange. Technician assessed
the unit on 12/30/14 and found all the drivers were replaced or
disabled and set to a different set of drivers; the technician was able to fix
drives.
[redacted] states unit is blank, no start screen and [redacted]. Technician
ran refresh on unit, installed all drivers and attempted to start a new [redacted]
update. However; [redacted] insisted on picking the unit up before the
technician was able to finish all updates against his advisement and was
informed may occur again due to update not being complete on the unit.
 
At this time [redacted] does not meet the qualification
for an exchange under the Terms and Condition of the Repair Service Agreement.
Although our records show that the Repair Service Agreement [redacted]
purchased in 2013 list the same Terms and Conditions regarding Limits Of Liability Section (7);
[redacted] may provide a copy of the Repair Service Agreement he received for
further review.
 
 
If
we may be of further assistance, [redacted] may
contact customer service at [redacted]
 
 
Kind
regards,
 
[redacted]

Thank you for the opportunity to respond to Mr. [redacted]’s complaint. Our records show on 1/02/17, Mr. [redacted] purchased a 75” [redacted] 4K Smart TV and elected to a 24-month Repair Service Agreement Plan. We show Mr. [redacted] received free delivery with his qualified purchase. After further...

researched of Mr. [redacted]’s complaint, we were able to confirm that Mr. [redacted]’s invoice was completed in error. We have verified that Mr. [redacted] refused the television at the time of delivery and the unit was returned to Conn’s warehouse. We have cancelled the television from Mr. [redacted]’s invoice and issued a credit of $2903.58 to his [redacted]. Also, we will mail Mr. [redacted]’s invoice to the address we have listed on file as requested. We appreciate Mr. [redacted] for bringing this matter to our attention and we sincerely apologize for any inconvenience experienced during this process. If we may be of further assistance, Mr. [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 show on 8/22/15, Mrs. [redacted]
purchased a [redacted] washer and gas dryer both with a 1-year...

limited
manufacturer’s warranty. Mrs. [redacted] delivery was scheduled on 8/23/15; however
due to a 72 hours failure reported on the gas dryer a new unit was delivered
and received in good order on 8/25/15.
 
After researching Mr. [redacted]’s
complaint we were unable to find where he has contacted our Customer Service or
Service Department to report any issues he was experiencing with the new gas
dryer since delivery was completed on 8/25/15. Our records show on 9/16/15, Mrs.
[redacted] requested to return both the [redacted] washer and dryer because they were
unhappy with the units and was required to pay the 15% restocking fee of
$203.99. Conn’s delivery team picked up the washer and dryer on 9/21/15 and
submitted a credit of $1531.82 to be applied to Mrs. [redacted] account. We ask to
please allow 10-14 business days for the credit to reflect on Mrs. [redacted]’s
Conn’s account.
 
We have included supporting
documents with our response.
 
If we may be of further assistance, Mr.
[redacted] may contact Customer Service at 1-877-358-1252.
 
Kind regards,
 
Dyeisha [redacted]

Thank you for the opportunity to respond to Ms. [redacted] concerns regarding a credit inquiry. [redacted] stated she has a credit inquiry on her credit reports from Conn’s, but she did not authorize the credit check.  According to our records, [redacted] opened a 31-month retail installment contract on May 15, 2015.  In order to open the account, a credit check is processed to determine the credit limit and financing terms. We do not show a credit inquiry from July 2015.  [redacted] will need to contact our credit department at [redacted] for further information.

Thank you for the opportunity to respond to Mr. [redacted]’s concerns regarding a Conn’s account. Mr. [redacted] stated he and his mother-in-law overpaid on an account.   We are unable to locate an account with the information provided. If Mr. [redacted] would like to provide additional information...

we will be happy to research his concerns further.   Conn’s appreciates Mr. [redacted] for bringing his concerns to our attention.    Thank you, Cheryle S[redacted]

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to the concerns you have regarding account(s) [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]’s 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 his 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: she signed a contract that had 12 months no-interest; she received a payoff quote of $850.39; she then received a payoff quote of $682.93; and she would like the correct balance to pay the account off. Our investigation reveals that: Ms. [redacted]’s account included our 12-month no-interest financing promotion (“cash-option”). Ms. [redacted] received a payoff quote of $850.39; She received a second payoff quote of $682.93; and Conn’s is in the process of honoring the amount paid to close the account.According to our records, Ms. [redacted] signed a 32-month retail installment contract on April 20, 2016. That contract included our 12-month no-interest financing promotion (“cash-option”).   Ms. [redacted] called our automated system on April 25, 2017 and received a payoff quote of $850.39.  She called again on April 25, 2017 and spoke with an agent. That agent provided an incorrect payoff quote of $682.93.  On May 6, 2017, Ms. [redacted] contacted our automated system and received a payoff quote of $180.48. She spoke with an agent and asked them why the account was not closed.  The agent informed her that there was still a balance remaining on the account.   On June 1, 2017 Ms. [redacted] scheduled a payment in the amount of $167.46; however, “cash-option” expired on April 20, 2017.   Ms. [redacted]’s total “cash-option” was $2294.56. She paid a total of $2127.03 on or before the “cash-option” expiration date.  As a gesture of goodwill, Conn’s has agreed to honor the amount paid and close the account.  We ask that Ms. [redacted] please allow 10-14 business days for the account to close. Conn’s values Ms. [redacted] as a customer and apologizes for any inconvenience she experienced due to this matter.