Conn's Home Plus

Thank you for the opportunity to respond to Mr. [redacted]’s concerns regarding account [redacted].  Mr. [redacted] stated he received a payoff quote on his account but that amount has changed.    According to our records, Mr. [redacted] signed a 30-month retail installment contract on August 7,...

2015.  He agreed to have his minimum monthly payment due on the 7th of each month.  Mr. [redacted] has paid 20 payments on the 30-month contract.    Mr. [redacted]’s account is an interest bearing account; therefore, the payoff amount will differ.  If Mr. [redacted] would like to pay his account balance in full, we ask that he contact us the day he plans to remit payment for an up-to-date payoff quote.    Conn’s values Mr. [redacted] as a customer and appreciates him for bringing his concerns to our attention.

Thank you for the opportunity to
respond to [redacted] complaint. 
Our records show on [redacted]/12, [redacted] purchased a [redacted] washer
and...

dryer both with 48-month Repair Service Agreement Plan.
 
We received [redacted]
complaint and found he contacted our service department on three separate
occasions regarding his dryer dated from [redacted]/13 to [redacted]14. After further
reviewing [redacted] repair needs, Conn’s agreed to exchange his dryer under
the Terms and Condition of the Repair Service Agreement on [redacted]14. Our records
show we no longer carry the dryer [redacted] purchased therefore; he was
approved for an in-store credit to re-select another dryer in the amount of
$999.99 which was the original amount paid. Please refer to the Terms and
Condition of the Repair Service Agreement Number
(9) Limit of Liability for details
if a replacement product is not available.
 
At this time we are unable to honor
[redacted] request for an exchange on the washer; the washer does not meet
the qualification for an exchange. [redacted] may visit his nearest Conn’s
to initiate the exchange process. We have included a copy of the Repair Service
Agreement in our response.
 
 
 
If we may be of further assistance, [redacted] may contact
[redacted] at ###-###-####.

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.  
If they credited my Feb. payment then I would have paid them more than what I woe themmy original balance was $3171.70, and I made them the following payment within the 12 months cash option :one payment of $149.46three payments of $150.00 each six payments of $149.73 eachone final payment of $1684.68total payments is $3182.52, therefor they owe me a deference of $10.82

Thank you again for the opportunity to respond to Ms. [redacted]'s concerns regarding her grandmother's account.  We are unable to discuss Ms. [redacted]'s grandmother's account with anyone other than the account holder. 









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Thank you for the opportunity to respond to Ms. [redacted] concerns regarding account [redacted]9331.  Ms. [redacted] stated she paid her account balance in full; however, an additional payment posted to her account.    According to our records, Ms. [redacted] overpaid her account on October 5,...

2016 by $46.83.  A refund for the overpaid amount was processed on October 17, 2016.  Due to a system error, an additional payment in the amount of $86.23 posted to Ms. [redacted] account on November 7, 2016.  Conn’s was in the process of refunding that payment; however, Ms. [redacted] disputed the transaction with her financial institution and that payment was reversed on November 15, 2016.    We have verified the system issue with Ms. [redacted] webpay has been corrected and no additional payments will be debited.    Conn’s values Ms. [redacted] as a customer and sincerely apologizes for any inconvenience she has experienced due to this matter.   Thank you, Cheryle [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.  Inrequested for a higher level managment to review my complaint, This responce doent indicate a manager reviewed this.
Regards,

Thank you for the opportunity to respond to [redacted] concerns regarding telephone calls she has received. The telephone number provided by [redacted] was linked to an account in error.  We have placed a cease and desist on the telephone number.  We ask that [redacted] allow up to 24 hours...

for the telephone number to be removed from our system. We value [redacted] and sincerely apologize for any inconvenience she has experienced due to this matter.  If [redacted] receives additional calls after the 24 hours we ask that she contact us directly so we may research the matter further. 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.  
[Provide details of why you are not satisfied with this resolution.] Again I the customer want my current balance as of today 4/17/2017 Preeettttyyyyy Pleeeeeaaasssseee. I have the option to payoff my bills as I see fit I want my current balance as of 4/17/2017
Regards,

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.  They are supposed to do a spot clean as well as repairs. I can see now that even dealing with the Revdex.com is going to do nothing. This company is not run properly and I will take actions into my own hands. I have several ppl that are aware of all the hasle I have been through. It's very frustrating.
Regards,

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to the concerns you have regarding account(s) [redacted] and [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 Mr. [redacted]’s retail installment contract or promissory note and security agreement, invoice, coupon book, and welcome letter. As a reminder, he 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.     Mr. [redacted] stated in his complaint that: He purchased merchandise on two different contracts; he received notification that his account was past due; he made his payments the accounts were not past due; he did not request a cease communications on the accounts; he did not request his payment due date be changed; and he would like late fees refunded. Our investigation reveals that: Mr. [redacted] purchased merchandise on two separate accounts; he received notification that his account was past due; Mr. [redacted] was mailing in one form of payment for both accounts; we have included a copy of Mr. [redacted]’s request to cease communications on the telephone numbers associated with his accounts; Mr. [redacted]’s payment date was advanced to prevent collection efforts while we corrected his accounts; and the late fees have been reversed. According to our records, Mr. [redacted] signed a 36-month promissory note and security agreement on December 20, 2016. That agreement created account [redacted] and includes our 18-month no-interest financing promotion (“cash-option”). He agreed to have the minimum monthly payment of $102.08 due on the 21st of each month.    Mr. [redacted] signed a second 36-month promissory note and security agreement on December 20, 2016. That agreement created account [redacted] and also included our 18-month “cash-option.” He agreed to have the minimum monthly payment of $146.97 due on the 21st of each month.     Mr. [redacted] was mailing in one form of payment for both accounts.  Our system does not recognize one form of payment for multiple accounts.  Conn’s moved the appropriate funds from account [redacted] to account [redacted].  On April 8, 2017, we advanced Mr. [redacted]’s due date on account [redacted] to the 1st of each month in an effort to prevent collection efforts while we corrected the payments.    On June 6, 2016, Mr. [redacted] requested a cease communications on his accounts. That request transferred to his new accounts when they were opened.    Conn’s has reversed the late fees assessed on account [redacted] due to the payment posting issue.  In order to prevent this issue from occurring again, we would ask that Mr. [redacted] send in two separate forms of payments for the accounts.    Conn’s values Mr. [redacted] as a customer and appreciates him for bringing his concerns to our attention. Tell us why here...

Thank you for the opportunity to
respond to Mr. [redacted] complaint.  Our records show Mr. [redacted] did contact
us on 10/2/14 and the left side mechanism has been ordered for his
recliner.  The mechanism will be shipped
directly to Mr. [redacted] once received he may contact US Quality Furniture
directly at [redacted] to schedule an appointment to have it
installed.  We sincerely apologize to Mr.
[redacted] for the experience he has had regarding this repair.
 If we may be of further
assistance, Mr. [redacted] may contact Customer Service at [redacted]
 Kind regards,
 
[redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s additional comments.  We provided a copy of Mrs. [redacted]’s signed invoice; which shows no RSA coverage was purchased of her TV.  In regards to Mrs. [redacted]’s concerns regarding her contract; she may contact our Customer Service Department for further assistance at 1-877-358-1252. Kind regards,  Kathryn [redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s additional comments. We appreciate Mrs. [redacted] for bring this matter to our attention and we sincerely apologize for any inconvenience she experienced during this process. Mrs. [redacted] issue has been addressed with all parties involved to ensure this does not happen in the future. We attempted to contact Mrs. [redacted] on 9/28/15 to discuss her concern however; we were unsuccessfully and left a voice message to return our call.Mrs. [redacted] may contact our Customer Service department at [redacted] to address any further concerns.Kind regards,Dyeisha W[redacted]

Thank you for the opportunity to respond to Mr. [redacted]’s complaint.  Our records show onSeptember 17, 2015, Mr. [redacted] purchased a [redacted] queen mattress with a 36-month Furnituregard Plan.  Mr. [redacted] was provided a copy of Conn’s Return & Exchange Policy at the time...

of purchase which states:No Returns/Exchange on – Furniture, mattresses,décor & accessories unless inspected by a Conn's Service Technician and found to have a manufacturer's defect **Mr. [redacted] elected to have his mattress delivered; which was completed onSeptember 22, 2015.   We researched Mr. [redacted]’s complaint and found he contacted us onOctober 14, 2016; stating his mattress was sinking in on both sides.  OnOctober 17, 2016, Mr. [redacted] was contacted and advised that a service call was scheduled forOctober 21, 2016.  During the inspection the serviceman found Mr. [redacted]’s mattress had a 1 inch body impression on the right side, the edge was leaning over, and the padding was bunching up.  OnOctober 25, 2016, Mr. [redacted] was contacted and advised that the 1 inch body impression was considered normal with everyday use and that the shifting on the fabric was normal with movement.    At this time we are unable to honor Mr. [redacted]’s request to exchange his mattress.  As listed in [redacted] Warranty Information: A body impression less than 1 ½ inches is normal and not covered.    We have included a copy of [redacted] Warranty Terms and Conditions in our response.   If we be of further assistance, Mr. [redacted] may contact our Customer Service Department at1-877-358-1252.      Kind regards,     Jana [redacted] Customer Relations

Thank you for the opportunity to respond to Ms. [redacted]’s concerns regarding account [redacted].  Ms. [redacted] stated she paid her account balance in full but Conn’s made her pay an extra payment.   According to our records, Ms. [redacted] signed a 32-month retail installment contract on July 5,...

2014.  This contract had a maturity date of March 5, 2017.  Ms. [redacted] agreed to have her minimum monthly payment due on the 19th of each month.  On August 6, 2014, Ms. [redacted] requested a due date change to the 27th of each month.  We processed the due date change request.  Additionally, on February 2, 2016, Ms. [redacted] requested a second due date change to the 1st of each month. We processed that request.   Although the due date changes that were requested were processed, the maturity date of the contract does not change.  Ms. [redacted] made her final payment on March 8, 2017 and her account is now closed.  We have attached a copy of her signed retail installment contract and 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, Cheryle S[redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s
complaint. Our records show on 7/16/15, Mrs. [redacted]...

purchased
the [redacted] King bedroom set which consist of seven pieces
(footboard, headboard, rails, 2 nightstands, dresser and mirror) and elected to
purchase a 48-month FurnitureGard Plan for the mirror and rails only; no
additional coverage was purchased on the remaining items. Mrs. [redacted]’s
signature on her invoice indicates that she received a copy of Conn’s return
and Exchange Policy at the time of purchase. We show Mrs. [redacted]’s bedroom set
was delivered and signed as received in good order on 7/17/15.
 
After researching Mrs. [redacted]’s complaint, we found she later
contacted our warehouse the same day of delivery (7/17/15) stating the rails broke on the bed. Mrs. [redacted]
was informed that our delivery team would return to her residence the following
day an exchange both the rails and footboard however; Mrs. [redacted] refused the
exchange and requested to return the rails. Mrs. [redacted] has been reminded of
Conn’s Return and Exchange Policy which states: No Return/Exchanges on
furniture unless inspected by a Conn’s Service Technician and found to have a
manufacturer’s defect. Mrs. [redacted] has not allowed Conn’s to attempt to resolve
this matter in a timely manner.
 
Although we are unable to honor Mrs. [redacted]’s request to return her
furniture for a full refund; Conn’s is willing to honor the original offer and
exchange the rails and footboard. No damages have been reported regarding any
of the remaining furniture pieces.
 
If we may be of further assistance, Mrs. [redacted] may contact our
Customer Service department at 1-877-358-1252.
 
Kind regards,
 
 
Dyeisha W[redacted]
Customer Relations

Thank you for the opportunity to respond to Ms. [redacted]’s concerns regarding a personal business matter.    We are unable to release information to Ms. [redacted] regarding this matter, as the last name we have on file does not match the last name listed on the complaint.  We will need Ms....

[redacted] to provide additional identifying information such as the last four of her social and the name listed in our system.    Conn’s values Ms. [redacted] and appreciates her for bringing her concerns to our attention.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.

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,
they (conns) did nothing it took me filing with the Revdex.com against [redacted] to get anything done thats when the presidents office of [redacted] got involded and the frig was put in for a replacement asap. conns is something too this day the $100. gift card promised for all the problems and such I have yet to receive. conns owes me an apology and I will not accept the way I was treated by there customer service and replacemetn dept.

Cancellation of Insurance: Within 30 days of the purchase date, the customer can cancel the insurance coverages for a FULL credit to the Conn’s account (see Details below).  For Property Insurance, a cancellation request will be honored if the customer provides proof of homeowners/renters insurance.  If cancellation is requested more than 30 days after the purchase date and before the account is paid in full or the insurance expires, the cancellation credit will be prorated. Cancellation of property insurance will require proof of homeowners/renters insurance.Details:  To request a cancellation, you may contact the Conn’s Insurance department at [redacted] or by email at [redacted]