Conn's Home Plus

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 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: her dishwasher could not be delivered and was credited to the account; the contract was not updated reflecting the return; and she would like the account corrected to show the correct balance. Our investigation reveals that: Ms. [redacted]’s dishwasher was not delivered and was credit to the account; the contract would not be re-written due to the return; and all items have been credit to the account and the account balance is correct.   According to our records, Ms. [redacted] signed a 36-month retail installment contract on January 19, 2017. That contract included our 18-month no-interest financing promotion (“Cash-option”). Ms. [redacted]’s contract included a 78” television for $3999.99, the 25-month repair service agreement (RSA) for $499.99, a dishwasher for $449.97, installation for the dishwasher at $119.99, a dishwasher kit for $24.99 and standard delivery for $79.99.  Ms. [redacted] did not accept delivery of the dishwasher and a credit in the amount of $644.03 was applied to the account on February 1, 2017. That credit included the $449.97 for the dishwasher, the $119.99 for the installation charge and any applicable taxes.  An additional credit in the amount of $86.59 was applied to the account on February 1, 2017. This credit was for the delivery fee of $79.99 and any applicable taxes.  Ms. [redacted] requested to cancel the RSA coverage on the television and a credit in the amount of $541.24 was applied to your account on March 6, 2017. This amount included the $499.99 for the RSA coverage and any applicable taxes.  In reviewing Ms. [redacted]’s account, we noticed she had not received credit for the dishwasher kit.  We processed a credit in the amount of $27.05 on May 31, 2017. That credit includes $24.99 for the kit and any applicable taxes. Conn’s respectfully disagrees that the account balance is incorrect.  Although the promissory note and security agreement was not re-written, all credits and payments have been applied to the account. We have included a copy of Ms. [redacted]’s payment history for her records. Conn’s values Ms. [redacted] as a customer and appreciates her for bringing her concerns to our attention.

Thank you again for the opportunity to respond to Ms. Lipford's concerns regarding her account.  As stated in our previous response due to the contract terms being different on each account and account [redacted]7431 being an active “cash-option” account, we are unable to honor her request to combine the accounts at this time. We have included copies of Ms. Lipford’s signed retail installment contracts for her records. Conn's respectfully disagrees that Ms. Lipford has been penalized as she accepted the terms of her contracts at the times of purchase.Conn's values Ms. Lipford as a customer and appreciates her for bringing her concerns to our attention.

Thank you for
the opportunity to respond to Mrs. [redacted]s concerns regarding account
#[redacted].  Mrs. [redacted] stated she
returned her laptop and paid the 10% restocking fee; however, her account did
not close.
According to
our records, Mrs. [redacted] did return the laptop and...

pay the 10% restocking
fee.  Due to a processing error the account
remained opened.  We have corrected the
error and the account will close within 7-10 business days. 
Mrs. [redacted]
has not received any credit marks due to the delay in the account closing and
she will receive a close out letter within 30 days of the account closing.
We value Mrs.
[redacted] as a customer and sincerely apologize for any inconvenience she may
have 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 this issue. First it was scheduled for Friday May 15, 2015, and it got rescheduled for Saturday May 16, 2015. After the Tech left I used the dryer and it flipped the breaker again. Service department was closed by the time he finished and left I had to wait until today Monday the 18th of May, 2015 to request another service ticket for the same problem.  Conn's stated they will reach out to the Tech to give me a call, this was at 9 am or so, and at this time is 4:52 pm and no one has called me and I am still unable to use my dryer. In 3 more days is going to be exactly 1 full month of not being able to use my dryer, what am I suppose to do now? Should I keep waiting until the job is well done to be able to use my dryer, and keep paying for something I am not using? Whether it takes weeks or months?
Regards,
Maribel G[redacted]

Thank you for
the opportunity to respond to [redacted]. [redacted]’s concerns regarding account
#[redacted].  [redacted]. [redacted] stated she made a
payment in [redacted] and it has not posted to her account.
 
We have
located [redacted]. [redacted]’s payment in the amount of $50.41 received on November...

15,
20**.  We have submitted a correction to
have the payment applied to [redacted]. [redacted]’s account.  This payment will be applied within 5-7
business days.  We have also reversed the
$2.52 in late fees that [redacted]. [redacted] received due to the error. 
 We value [redacted]. [redacted] as a customer and sincerely
apologize for any inconvenience she has experienced due to this matter.Thank you,[redacted]

Thank you for
the opportunity to respond to [redacted] concerns regarding her account.  [redacted] stated she applied for credit;
however, the application was approved for less than the amount she needed to
purchase all the items she intended to purchase.  She stated she was going to...

pay off an
account and come back for the additional items. 
 
According to
our records, [redacted] signed a 30-month retail installment contract on June28,
2015.  This contract included the balance
from [redacted] previous account.  When an
account payoff balance exceeds $500.00, that balance is required to be added on
to the new retail installment contract. 
The net pay-off balance of [redacted] previous account was $1949.50, therefore,
the balance was added on to [redacted] new account in order to qualify for
credit. 
 
[redacted] also
stated she was supposed to have the 12-month cash-option, but her account was
not set up to include the cash-option.  The
product purchased did not qualify for the 12-month no-interest promotion (“Cash-option”)..  Additionally, since account [redacted] was not
originally a “Cash-option” account, account [redacted] would not have qualified
for the “Cash-option.”
 
We are unable
to honor [redacted] request to remove the interest from the account.  We have attached a copy of [redacted] signed
retail installment contract for account [redacted] for her records. 
 
We value [redacted] as a customer and appreciate her bringing her 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.  
[Conn's does not value me as a customer, the NSF has not been removed as I was promised so until that is done the issue will not be resolved.]
Regards,

Thank you for the opportunity to respond to Mr. [redacted]’s concerns regarding account [redacted].  Mr. [redacted] stated he overpaid his account and would like his refund expedited.    According to our records, Mr. [redacted] made a payment in the amount of $2325.00.  This overpaid...

his account by $908.85.  Pease note, it may take up to 30 calendar days to process an overpayment refund on an account when it is paid by check. The payoff amount and account information must be verified before we can release the refund check. We must also confirm the payment has cleared the customer's financial institution before a refund for overpayment can be processed.   On February 3, 2017, Mr. [redacted]’s refund was processed and he received his refund check on February 7, 2017.    Conn’s values Mr. [redacted] as a customer and appreciates him for bringing his concerns to our attention.  Thank you, Cheryle S[redacted]

Thank
you for the opportunity to respond to [redacted] complaint. Our records
show on 2/18/15, [redacted] purchased the [redacted] dining set which
consist of...

seven pieces (glass top, table base, table leg and 4 chairs) and the
[redacted] living room set which consist of four pieces (sofa, loveseat,
chair and ottoman).
 
After
reviewing [redacted] complaint we show her delivery was originally
scheduled on 2/23/15 however; the delivery was re-scheduled due to one the
dining chairs was not available for immediate delivery. Once the chair became
available [redacted] was scheduled for delivery on 2/26/15; upon delivery the
loveseat was damaged therefore a new loveseat was re-delivered in good order on
2/27/15. Our records show [redacted] did receive free delivery for with her
purchase. As a gesture of goodwill, Conn’s will mail [redacted] a $50.00 gift
card. We sincerely apologize for any inconvenience [redacted] experienced as
a result of delivery delay.
 
If
we may be of further assistance, [redacted] may contact customer service at
[redacted].
 
 
 
 
Kind
regards,
 
Dyeisha
W[redacted]

Thank you again for the opportunity to respond to Ms. [redacted]'s concerns regarding her account.  Ms. [redacted]'s account has been closed as of March 3, 2017.  We have attached a copy of her payment history as confirmation that the account is now closed. 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 Mrs. [redacted]’s complaint. Our records show on 3/20/17, Mrs. [redacted] purchased a ** Side-by-Side refrigerator and elected to purchase a 36-month Repair Service Agreement Plan. We researched Mr. [redacted]’s complaint and found that she elected to pickup...

her refrigerator on 3/20/17 from our Beaumont warehouse. Mrs. [redacted] signed acknowledging and agreeing that she was responsible for securing the product in or to your vehicle for safe and secure transportation. We spoke to the warehouse manager who stated Mrs. [redacted] later called the warehouse stating that the unit flew off the back of the pickup truck and created an incident report. Mrs. [redacted] was contacted and advised that we are unable to issue an exchange on the refrigerator because the item was signed as received in good order and we are not responsible for damages that occur during transportation. We show Mrs. [redacted] took the refrigerator to our Port Arthur, TX location at left the damaged unit in front of the store. We contacted Mrs. [redacted] and offered to sell her a new unit at a discounted price of $602.33 as a gesture of goodwill however; she refused the offer. Mrs. [redacted] has been informed that she has 30-days to pick up the unit from the store before the item is scrapped and she will still be responsible for any balance owed.   Although we are unable to honor Mrs. [redacted]’s request for an exchange; Conn’s is willing to extend the offer to purchase a new refrigerator for a discounted price. We have attached supporting documents with our response. If we may be of further assistance, Mrs. [redacted] may contact Customer Service at1-877-358-1252  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.  I paid you for 5mths for a  sectional that you knew was no good  so I want my money back and you can have your furniture because I had been contacting you all since February and you did not  keep the agreement that we made with you  I was told that there was supposed to be a year factory  warranty and if there was any defects within 3mths that you would replace it and now it has been 2mths over the time that we contacted you all  I have spoke with several different people even different store manager and was not told the  truth the same as customer service and the service department so I am asking you to return my money I have always lived up to my contacts with all the merchandise that I have purchased from you all over the years you need to pickup your furniture on Tuesday after 12:00 with  my refund and a zero balance 
[Provide details of why you are not satisfied with this resolution.]
Regards,

Thank you for
the opportunity to respond to [redacted] concerns regarding account
#[redacted].  [redacted] stated she
overpaid on the account because it was supposed to be a no-interest
account. 
 
According to
our records, [redacted] signed a 30-month retail...

installment contract on May 9,
2014.  This account included a 12-month
no-interest financing promotion.  [redacted] forfeited the no-interest financing promotion in November 2014 due to a
late payment.  The payment was due on
[redacted] and was not paid until [redacted]. 
 
The account
balance was accurate at the time [redacted] called to pay the balance in
full.  We have attached a copy of [redacted]’ payment history for her records. Thank you,[redacted]








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[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 appreciate your help.  If I had not contacted you that day, Conn's would not have taken any action.  I had called their customer service department numerous times and each time they gave me a different story.  
I have reviewed the response made by the business in reference to complaint ID 10979280, and find that this resolution would be satisfactory to me.

Thank
you for the opportunity to respond to Mrs. [redacted]’s complaint. Our records show
on 12/13/15, Mrs. [redacted] purchased a 65” [redacted] Smart TV which comes with a
1-year limited manufacturer’s warranty; no additional coverage was purchased
with Conn’s. We show Mrs. [redacted] picked up her...

television on 12/14/15 from
Conn’s located in [redacted] and signed her pick up slip acknowledging the item
was received in good order. As listed on Mrs. [redacted]’s signed picked up slip “Please thoroughly inspect your merchandise
for damage prior to loading. An exchange or price concession will not be
authorized for damage discovered after the product leaves the warehouse or
store”.
 
We
reviewed Mrs. [redacted]’s complaint and found she contacted our Customer Service
Department on 12/26/15 requesting an exchange on her television due to the unit
was not working. Mrs. [redacted] was made aware she would need to contact our
Service Department to have a technician assess the unit to determine if the
unit can be repaired or if an exchange is required. Mrs. [redacted] contacted our service
department on 12/28/15 stating there is no sound or picture. A service
appointment was scheduled for 12/29/15; during the inspection the technician
found a new panel was needed to complete repairs. Our records show we received
the new panel from the manufacturer on 1/5/16 and Mrs. [redacted] was scheduled to
install on 1/7/16. On 1/7/16, the technician returned to Mrs. [redacted]’s
residence and installed the new panel and tested the unit; unit tested ok. We
have no records showing Mrs. [redacted] has contacted us regarding any further
issues she is experiencing with her television since repairs were made on
1/7/16.
 
At
this time we are unable to honor Mrs. [redacted]’s request for an exchange; her
television has been repaired under the Terms and Conditions of the manufacturer’s
warranty.
 
If we may
be of further assistance, Mrs. [redacted] may contact Customer Service at
1-877-358-1252.
 
Kind regards,
 
Dyeisha W[redacted]

Revdex.com:
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 8/7/2015 12:09:38 PM and assigned ID [redacted].
Regards,
No they have not completed the work order. A man came out and fixed my chair but didn't spot clean. I had to request another service order. He also told me this happens a lot.











9/4/2015






Complaint

We purchased the top of the line [redacted] washer and dryer from Conn's. We paid extra for anytime service repair . Now we are having problems with both units and Conn's does not have anyone in [redacted] that can do repairs on washer or dryer . This is false advertising! My wife has spoke with...

several representatives from all departments for more then a month. They want to exchange the washer for the same exact one, which does not make any sense. If there is no one in the area to repair any issues why would we want the same units? Please help us get this resolved.







Desired Resolution

Return both units with pedestals and clear our credit from the remaining balance .

Consumer Business Dialog

Thank you for
the opportunity to respond to Mr. [redacted]’s concerns regarding account
[redacted]6230.  Mr. [redacted] stated he made a
payment over the phone; however, he continued to receive collection calls
regarding his account. 
 
According to
our records, Mr. [redacted]...

scheduled a payment in the amount of $200.00 to post
to his account on January 22, 2016. That
payment was applied to a different account in error.  We have moved the $200.00 payment from the
incorrect account and applied it to Mr. [redacted]’s account.  We have attached a copy of Mr. [redacted]’s
payment history as confirmation. 
Additionally, we are in the process of reversing the late fee that was
assessed on the account. 
 
Conn’s values
Mr. [redacted] as a customer and sincerely apologizes for any inconvenience he may
have experienced due to this matter.  Thank you,Cheryle [redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint. Our records show on2/19/17, Mrs. [redacted] purchased the [redacted] bedroom furniture which consists of seven pieces (headboard, footboard, rails, two-night stands, media chest and dresser). Mrs. [redacted] also purchased a [redacted] Queen...

mattress and box spring and received a free 32” [redacted] with her qualified purchased.   We researched Mrs. [redacted]’s complaint and found that her delivery was scheduled for 2/20/17; during the delivery, all items were accepted and signed as received in good order except for the headboard, footboard, and rails. We show Mrs. [redacted] called the delivery department later that day stating she noticed her media chest was also damaged. Mrs. [redacted] was informed that she signed her delivery ticket acknowledging the items were inspected and received in good order. Therefore, we could not process an exchange on the chest. Our records show we have attempted to re-delivery Mrs. [redacted]’s bed on four separate occasions, however; each time she has refused delivery because she is not satisfied with the way the unit is manufactured.   We attempted to contact Mrs. [redacted] on3/7/17to discuss her concerns but were unsuccessful. In attempts to resolve this matter, Conn’s is willing to cancel the undelivered items and allow Mrs. [redacted] to return the two-night stands, media chest, dresser and the 32” TV. Mrs. [redacted] will need to visit her nearest Conn’s location to process the return sign a new contract and schedule delivery.   If we may be of further assistance, Mrs. [redacted] may contact us at 1-866-765-1513.       Kind regards,       Kathryn J[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.  
Dear Ms [redacted], Lets address your first commit, when you receive your furniture you are looking for rips, stains or areas that didn't get sewn.Now lets address my complaint which was the softening of the love seat cushions. The repair man used binding on the springs which were brand new and cracked the frame he did not address the problem. Mr. [redacted] the regional service manager for the repair company you have contracted US QUALITY FURITURE REPAIR [redacted] out of [redacted]. said that the repairman should not have used binding in a new spring love seat all that did was weaken the springs that were new and was not a problem. The repairman never addressed the problem softening of the love seat cushion. What he did do was damage a brand new love seat and according to [redacted] this should never had been done. I wish you would do the honorable thing and take back the love seat that is now damaged and let me pick another piece of furniture from your store.     
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]

Thank you for the opportunity to respond to [redacted]’s
complaint. Our records show on [redacted] purchased a Serta King Aim
Super Pillow top mattress with a 10-year limited manufacturer’s warranty.
We received [redacted]’s compliant and found she contacted...

our
service department on [redacted] stating the mattress had big lumps in the center.
A service appointment was scheduled on [redacted]; during inspections the
serviceman found the mattress was lumpy all over and could not be repaired.
After further review of the serviceman findings, Conn’s agreed to exchange [redacted]’s mattress on [redacted]. A service claim representative attempted to
contact [redacted] on [redacted] to notify her of the approved exchange however;
they were unsuccessful in their attempt. [redacted] may contact her nearest
Conn’s to imitate the exchange.
At this time we are unable to honor [redacted]’s request to
return her mattress; Conn’s has No Returns on mattresses. At the time of [redacted]’s purchase, Conn’s offered 30-dasy to only exchange mattresses with a
$[redacted] exchange fee unless the merchandise completely failed within 24-hours.
We sincerely apologize for any inconvenience [redacted] experienced as a
result of delay
 
If we may be of further assistance, [redacted] may contact us at
[redacted].
 
[redacted]