Conn's Home Plus

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 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.

Thank you for the opportunity to
respond to [redacted]'s additional comments. [redacted] was contacted on
[redacted], and he advised as of today he still has not received the rebate check
that was mailed on [redacted].  Conn’s has
offered to stop payment on the check and apply the refund to one of his Conn’s accounts.  [redacted] has accepted our offer and
requested the $80.00 to be applied to his account that ends with [redacted].  We ask that [redacted] please allow 2-3
business days for the credit to reflect on this account.
 
If [redacted] has any additional questions or concerns may
contact us at [redacted].
 
King regards,
 
 
[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 have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.
 I just want to make sure this will be backdated to date of purchase and the difference of interest I have been paying will be refunded.  
I sincerely thank everyone for this resolution.

Thank you for
the opportunity to respond to **. [redacted]’s concerns regarding account
#[redacted].  **. [redacted] stated he paid his
account in full, but we are showing an outstanding balance.
 
According to
our records, **. [redacted] signed a 32-month retail installment contract...

on
[redacted].  This contract included
a 12-month no-interest financing promotion. 
In [redacted] a payment was misapplied; however, we corrected the
error and credited the payment to **. [redacted]’s account on [redacted].  We also reversed the late fee on the account on
[redacted], and reinstated **. [redacted]’s 12-month no-interest financing.
 
On November
13, [redacted]. [redacted] called our automated system and obtained a payoff balance of
$1834.68.  On [redacted], [redacted]. [redacted]
made a payment of $1684.68.  This left an
outstanding balance of $150.00 remaining on the account.  **. [redacted] called out automated system again
on [redacted], [redacted] and [redacted], [redacted] and was notified both times that
there was an outstanding balance of $150.00 remaining on the account.  **. [redacted] called the automated system once more
on [redacted], [redacted] and received a payoff quote of $164.62 because the account
had begun to accrue interest. 
 
**. [redacted]
stated he faxed in a copy of his homeowner’s insurance on two different
occasions; however, we have not received proof of insurance. 
 
As of December
11, 2014 the payoff balance on the account is $1440.82.  This includes a past due balance of
$271.27.  Please note, the payoff balance
can update daily.  If **. [redacted] would
like to pay the account balance in full, we ask that he call the day he plans
to submit the payment for an up-to-date payoff quote.  We have attached a copy of **. [redacted]’s
payment history for his records so he may verify he received proper credit for
the [redacted] payment.
 
We value **.
[redacted] as a customer and appreciate him bringing his concerns to our attention.

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 Mr. [redacted]’s complaint. Our records show on 10/12/13;
Mr. [redacted] purchased a ** washer and dryer both with a 24-month Repair Service
Agreement Plan.
Our records show Mr.
[redacted] contacted our service department on 11/19/14 stating his washer was...

not
dispensing the correct amount of water and water level was too low. A service
call was scheduled for 11/26/14; upon inspection the technician found parts
were needed to complete repairs. We show parts were scheduled to arrive on
12/05/14 however; there was a delay from the manufacture receiving one of the
parts needed to complete repairs. We attempted to locate the part in surrounding
areas however; we were unsuccessful in our attempts. We were notified by the
manufacture that the part needed for repair was on back order until January
2015. Once we received notification regarding the pat delay we submitted a
request to exchange Mr. [redacted]’s washer. On 12/19/14; Conn’s approved Mr.
[redacted] to re-select a new washer in the amount of $599.97 which was the
original amount paid. Our records show on 12/19/14; Mr. [redacted] re-selected
another ** washer for $699.99 and received delivery in good order on 12/20/14.
Although we are
unable to honor Mr. [redacted]’s request to pay off his remaining account balance,
Conn’s has submitted a $50.00 concession to his account due to the service
delay. We sincerely apologize for the inconvenience Mr. [redacted] experienced
during this process.
If we may be of
further assistance, Mr. [redacted] may contact us at [redacted]
 
Sincerely,
 
Dyeisha W[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 have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.

Thank you for the opportunity to respond to [redacted].
[redacted]’s additional comments. [redacted] was contacted and made aware that
her service appointment was re-scheduled for [redacted] between 1:30–3:30 pm. It
is [redacted]’s responsibility to have an adult present at the time of the
schedule service appointment. During the service appointment, the serviceman
notated that all chairs that was reported damaged were repaired and the sofa
was up to manufacturer’s specification; however the loveseat needed to be
exchanged.
 Since [redacted]’s last dispute received on
[redacted]; we submitted her concerns to upper management for further review. As a
gesture of goodwill, Conn’s has agreed to the following terms:
1.   
[redacted] may receive an even exchange on all
three furniture pieces (sofa, loveseat and wedge) or;
2.   
[redacted] may receive an exchange under the
Terms and Conditions of her FurnitureGard Plan and we will issue an in-store
credit to re-select three different furniture pieces. However; if [redacted]
elects to use her FurnitureGard Plan to re-select, the warranty will be
considered fulfilled and additional coverage will need to be purchased on her
new items. Please be mindful this exchange offer will expire on [redacted]; if an
exchange is not initiated by the approved time-frame given the exchange
approval will be voided.
 
At this time [redacted]’s chairs does not meet
the qualification for an exchange under the Terms and Conditions of the
manufacturer’s warranty. If [redacted] is in need of service on her chairs,
she may contact our Service Department at [redacted].
 
[redacted] may contact us directly at
[redacted] with her discussion regarding the following options to proceed
with the exchange.
 
 
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.   Yes it was repaired! No help to their company. Not once have they acknowledged their customer service who did NOTHING to help me. This company is a joke. It is very sad to see a supposed "great" company who the Revdex.com actually credit treat their customers like this. Company's like this is should be taught how to treat their customers. I was never once contacted by anyone at this company, as they promised me numerous times!! The only reason my dryer is fixed is because I called and told the company who I set up to fix my dryer that they should be contacting them, or actually should have already. So I threw a fit and called the customer service department back again!! Then I posted on their social media pages and let them know they had been reported. That is when they actually sent the proof of purchase as I requested!! So for this "company" to act like they did anything for me is an absolute joke. They did not. They do not deserve to have an accreditation by the Revdex.com.
[Provide details of why you are not satisfied with this resolution.]
Regards,

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint.  Our records show on 4/15/158, Mrs. [redacted] purchased a United Furniture (Riverside) furniture set which came with a FREE Haier 32” LED TV; Mrs. [redacted] also purchased a 49-month Repair Service Agreement w/Accidental...

Damage Plan on her Haier TV.  After researching Mrs. [redacted]’s complaint we found she contacted us on 6/28/15 regarding her Haier TV; stating the TV screen was cracked.  Our records indicate an exchange was processed and approved under the Terms and Conditions of the Accidental Damage coverage; Mrs. [redacted] was contacted and advised she was issued a credit up to the amount of the TV which was $229.99 and was also informed the warranty would not transfer over to the new television due to the exchange being approved due to physical damage.  After further review we confirmed with the district manager that when Mrs. [redacted] came into her local Conn’s to initiate her exchange.  Mrs. [redacted] wanted to finance the new RSA coverage on a separate account; however she was informed that all accounts must be combined.  Mrs. [redacted] declined to have her account combined; therefore the new warranty was cancelled.  If Mrs. [redacted] agrees to the terms of the combined contract Conn’s will agree to finance the warranty of the exchange purchase within 30-days of the exchange date (8/16/15).    If we may be of further assistance, Mrs. [redacted] may contact our Customer Service department at 1-877-358-1252 Kind regards, Jana [redacted]Customer Relations

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.

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 ###-###-####.

Thank you for the opportunity to respond to [redacted] complaint. Our records show on 3/28/15,
[redacted] purchased a [redacted] washer and dryer as well as the [redacted]...

[redacted] dinning set which consist of five pieces (table and four chairs)
all with a 1-year limited manufacturer’s warranty. [redacted] delivery was
scheduled on 3/30/15; [redacted] signed his delivery ticket acknowledging all
products were received in good order except for the stack kit which was not
compatible with the washer and dryer he purchased. The correct stack kit was
delivered on 4/3/15 and Conn’s delivery team was able to successfully connected
the washer and dryer.
 
We
reviewed [redacted] complaint and found he did contact our Customer Service
Department the same day of delivery (3/30/15) regarding the incorrect stack kit
that was received however; there was no mentioned of any issue [redacted] was
experiencing with his dining table. We contacted the store manager located in
[redacted], ** and were advised that [redacted] did inform him of an issue he was
experiencing with his table when he returned to the store to re-sign his
contract. The store manager submitted [redacted] information for review for a
possible exchange however; the exchange request was denied due to the issue was
not reported within the 24-hour time frame and would require a serviceman to
inspect the unit for defects. We were also informed that [redacted] contacted
the store location 2-week after delivery requesting to return all products and
was advised that he could return the washer and dryer within 30-day with the
required 15% restocking fee however; Conn’s has a No Return/Exchange policy on
all furniture.
 
Although
we are unable to honor [redacted] request to return all merchandise without
the required 15% restocking fee; Conn’s is willing to extend the option to
return/exchange his washer and dryer for an additional 14-days from the date of
this response (4/15/15); No Return/Exchange on furniture. If [redacted] is
need of service he may contact our service department at [redacted] to
schedule an appointment to have a serviceman assess his table. Our records show
as of 4/14/15, [redacted] account has been credited the delivery fee of
$139.99; no additional credit is owed at this time.
 
 
 
 
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 Mrs. [redacted] additional comments. After
further review our records show on 10/21/14; Mrs. [redacted] invoice was
completely cancelled for the Trent lift chair and no purchase has been made
with Conn’s. We sincerely apologize for any inconvenience Mrs. [redacted] experienced during this time.
If we may be of further assistance, Mrs. [redacted] may contact us at [redacted]
 
Kind regards,
  
[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] concerns regarding account
[redacted].  Mr. [redacted] stated insurance
was added to his account that he did not want. 
According to
our records, Mr. [redacted] signed a 30-month retail installment contract on
January 21,...

2014.  That contract included
a 6-month no-interest financing promotion(“cash-option”).  On April 3, 2014 Mr. [redacted] received an
invoice credit in the amount of $246.75 for the retail service agreement.  On April 15, 2015, Mr. [redacted] received an
additional invoice credit in the amount of $307.33 for the insurance. 
Mr. [redacted]
missed his “Cash-option” payoff amount by $13.00.  On July 30, 2015, Mr. [redacted] made the payment
of $13.00 and we agreed to honor the terms of his “cash-option and close his
account.
As of
September 16, 2015, Mr. [redacted]’s account has been closed with a zero
balance.  We have included a copy of his
payment history for his records.
We value Mr.
[redacted] as a customer and appreciate him for bringing his concerns to our
attention.  Thank you,Cheryle S[redacted]

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]

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]