Conn's Home Plus

HiI left the receipt at the store on the second visit when I purchased the more expensive washer and subsequently told them to cancel the entire order. From what I understand the store has a 14 day return policy.Also, I am now having to wait to return the washer. I called the store manager...

Brent H[redacted] Tuesday 8/11 and he told me he would call me next week to arrange pick-up.thank you

Thank you for the opportunity to respond to Mr. [redacted] complaint. Our records show on8/30/16, Mr. [redacted] purchase two [redacted] mattresses and two [redacted] which was delivered on8/31/16.   We researched Mr. [redacted]’s complaint and found he...

contacted our service department on10/1/16stating the right base does not lift and the functions were not working. A service appointment was scheduled for10/6/16; during the inspection the serviceman found the leg and headrest motor not working and the control module box is not sending signals to the head and foot motor. As required by the manufacture for all [redacted] adjustable bases; the serviceman’s findings were forwarded to the manufacturer in order to process a claim for an exchange. We show Mr. [redacted] contacted our customer service department on10/21/16to express his dissatisfaction with the response time from the manufacturer and requested an immediate exchange. Conn’s agreed to issue an even exchange as gesture of goodwill in order to expedite the process. Our records show Mr. [redacted] new base was delivered and received in good order on10/27/16.   We sincerely apologize for any inconvenience Mr. [redacted] experienced as a result of the delay   If we may be of further assistance, Mr. [redacted]  may contact us at1-877-765-1513.     Kind regards,   Dyeisha [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 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 **. [redacted]’s complaint.  Our records show on [redacted], **s. [redacted]...

purchased (2) Catnapper
([redacted]) power reclining sofas with a (limited 1-year manufacturer warranty
which expired on [redacted]) on invoice [redacted]; **s. [redacted] also
received a free [redacted] 32” LED TV with her qualifying purchase.  **s.
[redacted] declined to purchase any additional Furnituregard coverage on her
sofas.  **s. [redacted] made a previous purchase on [redacted] on invoice [redacted]; **s. [redacted]
purchased a Catnapper ([redacted]) power glider recliner with a (limited 1-year
manufacturer warranty which expired on [redacted]). 
 
After
researching **. [redacted]’s complaint we found **s. [redacted] contacted our service
department on two separate occasions regarding his glider recliner and one of
his sofas.
 
·         On [redacted] **. [redacted] contacted us regarding her
recliner; stating the unit was leaning to the side.  A service call was
scheduled; during the inspection the serviceman found the mechanism and motor
needed to be replaced.  Our records show the serviceman replaced and
installed a new mechanism and motor.
·         On [redacted] **. [redacted] contacted us regarding one
of her sofas with serial number (GS# [redacted]); stating the module was not
working.  A service call was scheduled; during the inspection the
serviceman found parts needed to be replaced.  After reviewing **.
[redacted]’s service history we found the parts needed were on back order with
the manufacturer; therefore the manufacturer provided a Return Authorization
to replace/exchange her sofa. 
 
**.
[redacted] was issued a credit up to the original amount paid which was $1,099.99
to select ANY furniture piece or receive an in store credit up to $1,099.99
and select ONE item for that amount.  After further review we did not
find where **. [redacted] contacted us regarding a new service issue with her
recliner or service issue with the other sofa; therefore we are unable to
honor the request to service or exchange the other two furniture pieces.
 
**.
[redacted]’s exchange approval will be valid until [redacted]; if **. [redacted] has not initiated her
exchange by ([redacted]) the exchange approval will no longer be valid and **. [redacted]
will not be able to process her exchange.
 
If we
may be of further assistance, **. [redacted] may contact our Customer Service
Department at [redacted].
 
 
Kind
regards,
 
[redacted]
[redacted]












6/6/2015






Complaint

I entered into a contract with Conn's on [redacted]. My payments started that following [redacted] ([redacted]). Along with other items I purchased from Conn's, 2 (two) [redacted] ready HDTVs were also purchased. One of the two TVs does not work and has not worked since [redacted]. On [redacted],...

[redacted], Conn's sent out a technician ([redacted]) to my home- listed on the contract. [redacted] informed my [redacted] and I that the TV would cost more to repair since the TV had audio and no video. I was instructed by [redacted] that I would have to take this 39" TV back up to the store from which I purchased it from ([redacted] Conn's, [redacted], ([redacted]) [redacted]). The following [redacted], [redacted], I packed the TV in its original box and attempted to exchange it with another item of same cost. Problem was, Conn's had absolutely nothing in the price range of the 39" [redacted] HDTV I purchased in [redacted]. I then asked the store manager if I could just get the amount credited on my account, in which he appeased me by informing me that he would contact the Corporate Office. I spent [redacted], [redacted], and [redacted] trying to resolve the issue with Corporate's customer service by calling ([redacted])[redacted]. Each customer service representative I "met" basically said the same thing: "There was no notation that I would receive a credit for the TV." In fact, I can recall a couple of representatives projecting that a credit won't be initiated. For example, the very last time I called on [redacted]5- my first attempt at 5:45pm answered by a [redacted] resulted in him hanging up on me before I had finished explaining my situation! I called back and received a more warming person, [redacted] who finally gave me a Reference Number (which I'm sure doesn't matter, because none of the representatives prior could never locate one). I have paid Conn's every month, on time- according to my payment records online and bank statements(and per [redacted]).
Product_Or_Service: 39" [redacted] Ready led HDTV







Desired Resolution
DesiredSettlementID: Refund
I would like for Conn's to apply the full credit of the 39" [redacted] HDTV and the useless insurance and warranty that supposedly was mandatory for the purchase of the non working TV to my account. I realize that I received the TVs in [redacted], however due to Conn's...

disregard to customers' satisfaction (based on my experience and others' reviews), I have had the non-operational 39" [redacted] HDTV packed in its original box (while paying monthly for it) and stored in my garag





Consumer Business Dialog

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 have been denied credit when trying to refinance for a home equity loan.  I closed and paid off 2 other accounts this past Early September this was done in timely fashion without any problems.  The only account that remains and is very very slow to update still showing I own $2114.00 since August 14, 2015 was the last update...still showing open is Conn's Appliance on all (3) credit bureaus.   I have spoken to [redacted] and [redacted]. They have sent Conn's Appliance a dispute letter to confirm the account is close and paid in full.   [redacted] has explained to me, Conn's has not replied back in which they would update my credit report. Waiting 30 to 60 day to reflect my report to close on an account already closed is unacceptible.  I demand my credit report reflect a true representation when I apply for credit.  Being Denied a Home Equity loan...has occured due my credit report not being accurate.    
[redacted]/ Consumer

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]

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,

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]

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.  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 Mrs. [redacted]’s
complaint.  Our records show on 5/17/15, Mrs. [redacted]
purchased a **...

65” Ultra HD Smart 3D LED TV with a 49-month Repair Service
Agreement w/Accidental Damage. Mrs. [redacted]’s signed invoice indicates at the
time of purchase he acknowledged she was provided a copy of the RSA &
ACCIDENTAL DAMAGE brochure and that she understood the coverage associated with
the product.  Mrs. [redacted] elected to pick up her television from our
Corpus Christi, TX location store #**. Mrs. [redacted] signed her invoice
verifying her item was received in good order.  Our customers are given
the opportunity to inspect their product prior to leaving the store.  Mrs.
[redacted]’s signature on her pick up slip acknowledges that she thoroughly
inspected her merchandise for damages for an exchange or price concession would
not be authorized for damages discovered once the product leaves the warehouse or
store.  Once the product has left the store we are unable to determine
when the damage may have occurred. 
 
Mrs. [redacted] has been contacted and made aware she will need to
contact service to have her television assessed for further assistance. 
At this time we are unable honor Mrs. [redacted]’s request to exchange/return
her unit.  
  
If we may be of further assistance, Mr. [redacted] may contact our
Customer Service at 1-877-358-1252.
 
Kind regards,
 
[redacted]

Thank you for the opportunity to respond
to [redacted] complaint. Our records show on 7/5/13, [redacted]
purchased a [redacted] refrigerator with a 48-month Repair Service
Agreement Plan.
 
After reviewing [redacted]
service history we found, [redacted]...

[redacted] contacted us on 5/7/15, stating her
refrigerator was not cooling.  We found there
was a delay obtaining the necessary parts needed to repair [redacted]’s
refrigerator.  However, the parts were
received on 5/26/15 and a service call was completed on 5/29/15. The technician
tested the refrigerator and everything tested ok.  Our records show another service call was
set-up on 6/7/15 and scheduled for 6/9/15; upon inspection the technician found
the refrigerator was not cooling.  The
technician submitted an exchange request which was approved the following
day.  Conn’s agreed to issue an exchange
under the Terms and Conditions of the RSA Plan. Our records show we no longer
have the original model [redacted] purchased therefore; they have
been approved to re-select another refrigerator for up to $1699.99 which is the
original amount paid.   Our records show
[redacted] was contacted regarding the approval however as of today has not
selected a replacement.  We show [redacted] contacted our Customer Service department on 6/11/15, to express her dissatisfaction
regarding the terms of the warranty agreement.
 
[redacted] has been reminded that under
the terms and conditions If a covered
product is replaced under the terms of this Agreement, the obligations of FWSC
and its Administrator shall be fully satisfied, where allowed by law.  Therefore, her repair service agreement would
not continue on to the new refrigerator.   [redacted] may visit their nearest Conn’s to initiate the exchange. We sincerely
apologize for any inconvenience Mr. and [redacted] experienced during this
process.
 
 
Please see paragraph 9 of the attached agreement that
was received at the time of purchase.If we may be of further assistance, Mr. and [redacted] may contact Customer Service at [redacted]Kind regards,Kathryn J[redacted]

Thank
you for the opportunity to respond to Mr. [redacted] additional comments.  We would like to apologize to Mr. [redacted] for the lack of communication and service delay he experienced. 
We received Mr. [redacted] Revdex.com complaint on 9/29/14; however his exchange had already been processed on 9/26/14 due to the 30-day service repair
delay.  We appreciate Mr. [redacted] for bringing his concerns to our attention
this matter was discussed with the people involved to ensure it is not repeated.  
 If
we may be of further assistance, Mr. [redacted] may contact Customer Service
Department 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.  
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

[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 all your help I have already gone to store and everything has been resolved.  [redacted]

Thank you for the opportunity to
respond to Mr. [redacted]’s complaint.  Our
records show on 5/10/15, Mr. [redacted] purchased a ** high efficiency washer with
a 24-month Repair...

Service Agreement and a ** high efficiency dryer that came
with a limited 1-year manufacturer warranty; no additional RSA coverage was
purchase through Conn’s on his dryer. 
Mr. [redacted] elected to have his appliances delivered; which was completed
on 5/11/15.  Mr. [redacted] signed his
delivery receipt acknowledging his items were received in good order and that
he thoroughly inspected his merchandise for damages for an exchange or price
concession would not be authorized for damages discovered after the delivery.
We researched Mr. [redacted]’s complaint
and found he contacted us on 7/13/15 regarding his dryer; stating the unit was
not working.  A service call was
scheduled for 7/21/15; during the inspection the technician found parts needed
to be replaced.  The technician ordered
the parts and all parts became available on 8/03/15.  On 8/05/15, the technician completed Mr.
[redacted]’s repairs; by replacing the main PCB ASM, thermostat, heater ASM, and
display PCB ASM.  Once the parts were
installed the technician tested Mr. [redacted]’s dryer and the unit was functioning
properly.
We attempted to contact Mr. [redacted]
on 8/10/15 regarding his recent repair; however we were unsuccessful in our
attempts.  At this time we are unable to
honor Mr. [redacted]’s request for an exchange; based on the technician’s report
Mr. [redacted]’s dryer has been repaired and up to manufacturer specifications.
 If we may be of further assistance, Mr.
[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.  I am well aware of the "timeline" of the series of events. My acceptance of the mentioned items were after the conversation had on their recorded line with customer service which I queried and stated if I can not return the items as per our conversation, I did not want the items even delivered  to my home. I acknowledged the disclosure on the contract sleeve and mentioned my confusion due to the contradicted response from Conns customer service rep. This warranted my request to have the audio pulled. I did tell the delivery person the hutch electrical connection was not in working order. After he checked, he himself called the warehouse to report the product malfunction.
I do not accept the response from Conns and respectfully request yet again to have it removed from my home and my contract.
Regards,
[redacted]

Thank you for the opportunity to respond to Mr. [redacted] complaint.  Our records show on 6/14/15, Mr. [redacted] purchased a [redacted] high efficiency washer and electric dryer with a 24-month Repair Service Agreement on both units.  Mr. [redacted] was provided a copy of Conn’s Return...

& Exchange Policy at the time of purchase.  Mr. [redacted] also signed his invoice acknowledging that he received a copy of the Repair Service Agreement brochure and that he understood the coverage associated with the covered product(s).  Mr. [redacted] elected to have his washer and dryer delivered; which was completed on6/14/15. We researched Mr. [redacted] complaint and found he contacted us on three separate occasions regarding his dryer dated from 1/12/16 to 6/08/16. On 1/12/16, Mr. [redacted] contacted us; stating his dryer was not heating. A service call was scheduled; during the inspection the technician found the heater needed to be replaced.  On 1/15/16, the technician completed Mr. [redacted] repair by installing a new ASM duct heater.On 5/26/16, Mr. [redacted] contacted us; stating the dryer was not heating. A service call was scheduled; during the inspection the technician found the motor induction and ASM bracket idler needed to be replaced.  On 5/30/16, the technician completed Mr. [redacted] repairs by installing a new motor induction and ASM bracket idler. On 6/08/16, Mr. [redacted] contacted us again; stating the dryer was not heating. A new service call was scheduled; during the inspection the technician found the heater and PCB main board needed to be replaced.  On 6/21/16, the technician completed Mr. [redacted] repairs by installing a new ASM duct heater and main board. At this time Mr. [redacted] dryer does not meet the qualifications for an exchange.  Mr. [redacted] dryer has been repaired under the Terms and Conditions of the Repair Service Agreement.  Kind regards,  Jana [redacted]