Conn's Home Plus

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]

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] complaint. Our records show on 1/01/15,
[redacted] purchased a [redacted] dishwasher with a 36-month Repair Service
Agreement Plan. [redacted] dishwasher was delivered and installed by Conn’s
delivery team on 1/02/15.
 
After...

further review and
research regarding [redacted] complaint we found she contacted our Service
Department on 4/23/15 stating the dishwasher was leaving her dishes dirty and
was not drying. A service appointment was scheduled on 5/1/15; during
inspection the technician was unable to find a mechanical failure with the dishwasher
and reported the unit was up to manufacturer’s specification. We researched the
model number associated with [redacted] dishwasher and found based on the manufacture;
the dishwasher does have the capability to dry dishes as mentioned by the sales
representative. As listed on the manufacturer’s website, [redacted] dishwashers
are energy efficient units which do not have a conventional drying heater.
However; the dishwasher uses condensation dry technology that uses ambient heat
inside of the washer from the hot water, along with air flow, to dry dishes. According
to the owner’s manual some reasons the dishwasher might not dry dishes may
result from not using a rinse aid or the temperature of the water is too low.
[redacted] may visit the manufacturer’s website at [redacted] or the owner’s manual she received at the time of purchase for
troubleshooting step to help ensure proper drying performance.
 
We have no records
showing [redacted] contacted us regarding any issues she was experiencing with
her dishwasher prior to receiving her complaint. As of 2/2/15, [redacted] has
exceeded the 30-day time frame to return or exchange her dishwasher. At this
time we are unable to honor [redacted] request; based on the technician’s
report the dishwasher is working to manufacturer’s specification.
 
 
If we may be of further
assistance, [redacted] may contact Customer Service 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.  
[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,

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 for the opportunity to respond to Mr. [redacted]’s complaint.  Our records show on 11/14/14, Mr. [redacted] purchased (2) [redacted] phones that came with a limited 1-year manufacturer warranty; no additional RSA coverage was purchased through Conn’s.  We researched Mr....

[redacted]’s complaint and found he contacted us on 11/03/15 and11/13/15 regarding one of his of the [redacted] phones requesting service.  During the conversation Mr. [redacted] informed the Conn’s representative the phone was damaged; Mr. [redacted] was informed no accidental coverage was purchased through Conn’s to cover the physical damage and manufacturer warranty does not cover physical damages.  If we may be of further assistance, Mr. [redacted] may contact our Customer Service department at 1-877-358-1252 Kind regards,  Jana [redacted]

Thank you for the opportunity to
respond to [redacted]’s complaint. Our records show on [redacted], [redacted] purchased the [redacted]
[redacted] Queen Bedroom set which consisted of seven pieces (headboard, footboard,
rails, dresser, two nightstands and mirror) and the [redacted]...

King
Bedroom set which consisted of eight pieces (headboard, footboard, rails,
dresser, two nightstands, chest and mirror). [redacted]’s delivery was
scheduled on [redacted]; all items were received except for the two [redacted]
nightstands and King [redacted] footboard due to the item not being available
for immediate delivery.
After further review and
research of [redacted]’s complaint, Conn’s agreed to exchange her complete
[redacted] King Bedroom set due to the footboard currently being on backorder
with the manufacture. We did receive both of [redacted]’s nightstands and
scheduled her for delivery on [redacted]. Our records show [redacted] re-selected
the [redacted] King Bedroom set which was delivered and received
on good order on [redacted]. As a gesture of goodwill, we submitted a $[redacted] gift
card to be mailed to [redacted]’s residence for her inconvenience; please
allow 7-10 business days to receive ([redacted] tracking number [redacted]).
We sincerely apologize for any inconvenience [redacted] experienced during
this process.
 
 
If we may be of
further assistance, [redacted] may contact customer service at [redacted].
 
 
Sincerely,
 
[redacted]








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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]

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] 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 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]

[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] complaint. We received Mrs. [redacted] complaint and
found on 10/20/14; she went into...

Conn’s located on [redacted] after
receiving a promotional letter to increase her credit limit with Conn’s and
also offering 10% off and 12-month No Interest on any single item $599 and up.
Our records show Mrs. [redacted] purchased a Hewlett Packard 27” Envy desktop computer
which retails for $$1599.99. Mrs. [redacted] purchase did meet the qualifications
for the promotional offer and she received 10% off the computer which totaled
$1439.99 and her account was setup on a 12-month no interest account.
 
Our records show Mrs. [redacted]
returned to the store location the following day 10/21/14, to exchange the
computer for a smaller screen size. Mrs. [redacted] re-selected the Hewlett
Packard 23” Envy Beats Editions desktop computer which retails for $1399.99
however; Conn’s had an in-store promotional sale on the computer for $1097.88.
As listed on the promotional letter Mrs. [redacted] received, “Discount offers
are taken from Conn’s regular low price and may not be combined with other
promotional or clearance offers”. Mrs. [redacted]’ credit did qualify her account
to receive the 12-month no interest account.
At this time we are unable to honor
Mrs. [redacted]’ request to receive 10% off; the desktop computer she re-selected
does qualify with the promotional offer she received.
If we may be of further assistance, Mrs. [redacted] may contact
Customer Service at [redacted]
 
 
Kind 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]

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:
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 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 [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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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 still have not heard anything from Conns about the interest recalculation. I am owed at least $250.00 or more and I want to hear something from them ASAP!
Regards,

I was unaware of that and I find it rediculous for me to pay over 4 grand for 2 couches, 2 tables, and a rug. I am a single mother barely making ends meet and I do not plan on paying such a high rate because the way the sales woman described it to me she made it seem like it would be interest free. So my question is is there any way to return the furniture and stop making these payments without effecting my credit? I bought the protection plan on the couches and would like to just return my purchase if its possible to do so without hurting my credit.  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,