Conn's Home Plus

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]

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.  The leather pealing is an unfortunate byproduct stemming from inferior material. The problem that I have is indeed structural, which the warranty does cover. The leather is TEARING at the threads. Also, I was SOLD by your salesman that the warranty covered ANYTHING that happened to the furniture. He used an example of kids coloring over with markers. This is obviously an outright LIE and I have three witnesses that were present when the lie was told. They will be more than happy to testify. I want this furniture replaced and I am not above going to small claims court, social media and whatever means I must to get the word out that Conns does not only sell inferior products at inflated prices but also does not stand behind their legal obligations to cover warrantable defects in to the good that they sell.
Regards,[redacted]

Thank
you for the opportunity to respond to [redacted]'s complaint. Our records show
[redacted] purchased a television and wall mount on 9/16/14 with manufacturer's
warranty only. [redacted] elected to pick up her products from the local
store. 
[redacted] contacted our customer service...

department on 9/24/14 stating when took
the television out of the box the TV screen was cracked.  We have reviewed [redacted]’s invoice and
found at the time of purchase she signed acknowledging she received her
products in good order.  We attempted to
contact [redacted] on 9/24/14 and 10/3/14, but were unable to reach her.  [redacted] called us back on 10/6/14; the
customer service agent requested that she bring the TV with the original box to
the store for inspection, based on the inspection we could determine if there
was concealed damage and would agreed to exchange.  [redacted] advised the agent that she did not
have the box. 
Because
the television was picked and transported by someone other than Conn’s we are
unable to determine when the damage occurred. 
Therefore, we are unable to honor [redacted]'s request for a
return/exchange.   [redacted]'s signed invoice has been included in our response.
 
[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.

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: Wednesday, May 24, 2017 4:25 PMSubject: RE: Revdex.com Complaint ID [redacted]Ok thank you. I rejected their response because they didn't make any kind of resolution. They agreed that the time frame I had was accurate but made no reference to the fact it shouldn't take over 4 months to get a simple thing fixed. They didn't address the lie of the technician or the state he left the last repair in. The lack of care of the technicians and the time frames it takes to get anything fixed makes the warranty pretty much useless. I didn't request to have all my warranties refunded just one in compensation, yet their only offer was to cancel it now, as anyone can, and get the prorated difference back. This is unsatisfactory.Let me know if you need anything else please. Thank you for your time.[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.  
From: [redacted] Sent: Thursday, April 02, 2015 10:04 AM To: drteam Subject: Re: You have a New Message from Revdex.com Regarding Complaint #[redacted]   It has NOT been resolved I was told I got credit to get new lab top for 899.00 and when I went that same day to [redacted] store they didn't have the same lab top. They told me I had credit of 899. to choose another laptop same value which we didn't like and asked if maybe any other Conn's stores had same one they could ship to [redacted]. The said No, so we decided to get a little more expensive one which they said we could but need to check our credit which they did to make long story short the made me wait 2 hours and at the end could make transaction happen something with manager in charge didn't know how. I said ok ask if they can just credit my acct. I spoke to Hector he said he would inform manager. We decided to go to [redacted] and bought another laptop we had been more than understanding and need it to get it . I called Hector at that same night and informed him we only wanted our acct. credited and I would continue paying the rest of my balance on other merchandise bought on our acct.  Then said they would credit my acct. the 899. plus 299. for the insurance purchased for that laptop. I few days later I get a call from [redacted] warehouse saying the wanted to deliver a laptop to my house the same kind. Of course I got upset told delivery I was not accepting anything delivered that I had already purchased one at another store that if they had done that day I spent 2 hours waiting, I would have avoided all of this hassle. I don't know what they where thinking lies and more lies giving me the round around wasting more of my time.  I called store and spoke to manager he said they would credit my account the 899. and 299. total with interest added was 1,298. I said fine and had been waiting for my acct to be credited so I could pay off the balance so I wouldn't have to do business with them.  I called last week since balance is still the same and the manager told me it took 10 - 15 days to appear on line. On Friday the 27th I get a call from young lady at the store stating that they had my laptop ready to pick up the one I had dropped off in Jan.  I was super upset and told her that my account had been credited and to speak to Hector or her manager that I had already been told that my laptop was lost. what the hell excuse my language how is it that it now appears what kind of scam are they running I am sick and tired of them that young lady went as far as to ask me if they gave me receipt. That's not all I have another appliance I purchased and needs repair which I also notified them back in same time as laptop but hadn't complained since it could wait laptop we needed A.S.A.P. for my daughter since she needed for college classes.  My refrigerator freezer door has to be replaced since it started cracking and it wasn't even a year old.  It is separate account under my wife name [redacted]  They came to check it out at home and said that hard plastic couldn't be replace that the whole door needed to be ordered.  Well I'm still waiting this is insane please re-open my complaint. Oh and if my wife needed to open a separate complaint for refrigerator I do it gladly . I am so tired of this run around. Thank you [redacted]   [redacted]
Regards,

Thank you for the opportunity to respond to [redacted] concerns have been forwarded to the proper department to remove his information for our mailing list. We ask to please allow 7-10 business days for the request to be completed. Please excuse any mailers that may...

have been sent our prior to [redacted] request.If we may be of further assistance, [redacted] may contact us at 1-866-765-1513.Kind regards,Dyeisha W[redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’ account regarding a purchase under [redacted]. Our records show on 4/18/15, Mr. [redacted] purchased a [redacted] dishwasher and elected to purchase a 48-month Repair Service Agreement. We researched Mrs....

[redacted]’ complaint and found on 11/29/16, Mr. [redacted] was approved for an exchange for up to $397.00 (which is the original amount paid) due to the unit was deemed uneconomical to be repaired. Our records show Mrs. [redacted] contacted our customer service department stating that she was unable to find a dishwasher within the price range. Mrs. [redacted] was advised that the credit was approved for the original amount paid as listed under the Terms and Conditions of the RSA Plan; any additional fees will be an out-of-pocket expense. Please see Terms and Conditions- Number (9): [redacted] Mr. [redacted] may visit his nearest Conn’s to re-select a different unit for up to $397.00, or he may elect to receive a refund of $397.00 instead of the exchange. If Mr. [redacted] elects to receive a refund instead of the exchange, we will make arrangements to pick up the dishwasher to process the credit to his account.  If we may be of further assistance, Mr. or Mrs. [redacted] may contact our Customer Service Department at 1-877-358-1252.  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.  
I went into their store on 7/16 or 7/17 wanting my wife to open an account to help her build her credit. They proceeded to start the process, then they were requiring a down payment so I told them never mind as I never was required to do so. This pushy salesmen kept saying whats your account number or SS# I'd asked him why several times with no answer, then he says they can just add it to my account which is not the case at all. I told him several times not to run my credit as I'm trying to purchase a home and I CAN NOT have anything hard inquires on my credit. I come into work on Monday I looked at my phone and [redacted] informed me that they hit my credit with an Hard Inquire after being told several times not to run my credit. I also called the Corp office regarding this matter and I explained my situation to one of the rudest customer service individuals I've ever encountered, I kept telling her my story and she kept repeating the same thing over and over and over, finally I got sick of hearing the same thing over and over so I asked for a supervisor. She put me on hold for well over 15 minutes, I couldn't wait any longer as I was at work so I hung up on them. This is not the first time I've had an issue with this company, I thought things would have gotten batter over the years and bring them some new business, but I guess I was wrong.TranslateDesired Resolution / OutcomeDesired Resolution:Correction to a credit reportselectDesired Outcome:I want that inquire removed immediately as this was never supposed to occur as I trying to purchase a home.! I'm beyond upset at the point.

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 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]

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 11/19/2016 and assigned ID [redacted]. Sent: Wednesday, November 23, 2016 2:44 PM Subject: Re: Complaint #[redacted] Good afternoon,...

I just returned from Conn's and they exchanged the mattress, box spring and frame.  [redacted]. reached out to Conn's to exchange. I had to purchase the queen size in the extra firm. I paid the difference. I think this mattress is the right one. It's too bad I had to go to the extent I did to get satisfaction. Thank you for being there to help consumers. [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:
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]

Thank you for the opportunity to respond to Ms. [redacted]’ concerns regarding account [redacted]7032.  Ms. [redacted] stated she overpaid her account and has not received her refund.   According to our records, Ms. [redacted] submitted a payment in the amount of $251.80 on January 1, 2017.  This...

overpaid the account by $251.80.  On January 13, 2017 that payment was moved to Ms. [redacted]’ opened account (account [redacted]7070).    Ms. [redacted] has requested that the overpayment amount be refunded to her instead of having it applied to her opened account.  We are in the process of reversing the payment on account [redacted]2070.  Once that payment has been reversed we will submit the request to have the overpayment amount refunded to Ms. [redacted]. We ask that Ms. [redacted] please allow up to 30 days for processing.   Conn’s values Ms. [redacted] as a customer and apologizes for any inconvenience she experienced due to this matter.

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]

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 [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 concerns regarding credit
inquiries.  Mr. [redacted] stated he went into
his local Conn’s store on June 20, 2015 and a credit check was processed.  He then stated he returned to the store and a
second credit check was processed...

without his permission. 
 
According to
our records, Mr. [redacted] filled out a credit application through our website on
July 2, 2015.  The application was not
processed by a store associate.  We have
no records of a credit check being processed on June 20, 2015.  Mr. [redacted] returned to the store on September
2, 2015 and a second credit check was processed at that time.  Mr. [redacted] provided updated information to the
sales associate for the credit application. 
When a customer is approved for credit, the approval is only active for
30 days.  If a customer returns after the
30 day time frame another credit application must be processed to determine
credit worthiness. 
 
We are
obligated to report factual information to the credit bureaus and are unable to
remove the credit inquiries authorized by Mr. [redacted]. 
 
We thank Mr.
[redacted] for bringing his concerns to our attention.  Thank you,Cheryle [redacted]