Conn's Home Plus

Thank you for the opportunity to respond to Mrs. [redacted]’s additional comments. Since our previous response, we verified that the technician inspected the unit and found the screen is damaged and reported the unit could not be repaired. As mentioned in our previous response, Mrs. [redacted] signed her delivery ticket acknowledging the television was received in good order. We are unable to determine when or how the damages may have occurred once the delivery is completed. We have reviewed the photos provided by Mrs. [redacted] as well as the photo taken at the time of delivery and confirmed that no damages were visible at the time of delivery. The photos also provide evidence that the television was moved to a different location after the delivery was complete by someone other than Conn’s. Although physical damage is not covered under the manufacturer’s warranty; Mrs. [redacted]’s unit has been approved for an exchange under the Terms and Conditions of the [redacted] Plan purchased. Mrs. [redacted] may visit her nearest Conn’s to re-select a television for up to $799.99 which is the original amount paid. If we may be of further assistance, Mrs. [redacted] may contact our Customer Service Department at 1-877-358-1252.  Kind regards, Dyeisha [redacted]

Thank you for the opportunity to respond to [redacted] complaint.  Our records show on3/29/14, [redacted] purchased (2) Asus Vivobook notebooks with a (37-month Repair Service
Agreement w/Accidental Damage) on both units totaling $2,699.96; Mr. Amos
financed $2,519.96 on Conn’s credit...

Installment Loan and paid the difference of
$180.00 with his Visa Credit card.  [redacted] signed invoice indicates at
the time of purchase he acknowledged he was provided a copy of RSA &
ACCIDENTAL DAMAGE brochure and that he understood the coverage associated with
the product(s).  [redacted] elected to take both notebooks from our
Lafayette, LA.
After researching [redacted] complaint we found he contacted
us on 2/06/15; stating
his notebook screen was damaged while on the bus.  [redacted] notebook was
submitted for an exchange under the RSA & ACCIDENTAL DAMAGE Terms and
Conditions.  On 2/10/15, [redacted] exchange was approved; he was issued a credit
up to the original amount paid which was $899.99 to re-select a new notebook
because the original model was no longer available.  [redacted] initiated
his exchange on 3/11/15; and selected a Toshiba Satellite notebook model
(S75B7248) which was $100.00 more than the approved credit amount given. 
[redacted] also purchased a new 37-month Repair Service Agreement w/Accidental
Damage on his new notebook. 
As stated in the RSA/ACCIDENTAL DAMAGE Terms and Conditions
once a product has been replaced under the terms of this coverage it is
considered fulfilled.  Although, [redacted] had not paid off his account
balance at that time of the agreement he is still responsible for the original
remaining balance OF $1,960.98 in addition to the $507.59 that was financed at
the time of the exchange. 
We have included supporting documents in our response which
includes a copy of [redacted] signed contract and a copy of the RSA &
ACCIDENTAL DAMAGE Terms and Conditions.  
If we may be of further assistance, [redacted] may contact
our Customer Service Department at 1-877-358-1252. Kind regards, [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 Mrs. [redacted]’s complaint. Our records show on 12/24/16, Mr. [redacted] purchased the [redacted] Reclining sofa and loveseat and elected to purchase a 36-month FurnitureGard Plan. We show Mr. [redacted]’s furniture was delivered and signed...

acknowledging the items were received in good order on 1/21/17. We researched Mrs. [redacted]’s complaint and found that she contacted our service department on 1/24/17 stating both the sofa and loveseat is coming apart at the seams. A service appointment was scheduled for 2/02/17; during the inspection the serviceman found the seam on the console starting to separate as well as the seat casing on the sofa. The serviceman was able to hand stitch the seams on both units to complete the repairs. Our records show Mrs. [redacted] contacted service again on 3/10/17 regarding the same issue on both units and was scheduled for inspection on 3/18/17. During the inspection the serviceman found the stitching tearing on the center and cushion covers of both units. Mrs. [redacted] was contacted on 3/23/17 and advised that both units were approved for an exchange. Our records show on 3/25/17, a new sofa and loveseat was delivered and signed acknowledging the items were received in good order; no issues were reported. We show Mrs. [redacted] contacted our customer service department on3/27/17 stating that the stitching on the new furniture received is also coming undone and requested an exchange for a different set. Conn’s approved an in-store credit to re-select two furniture pieces up to the original amount paid ($899.99 and $879.99). However; Mr. [redacted] stated he was unable to find a different unit within the price range and did not want to pay the difference for a new set. Therefore; an even exchange was created to have the items re-delivered on 4/6/17. During delivery; both furniture pieces were damaged and refused at the time of delivery.  Although we are unable to honor Mrs. [redacted]’s request to return the furniture and received a refund; Conn's has agreed to issue a in-store credit to re-select any items in store for up to the original amount paid ($899.99 and $879.99). Mr. [redacted] may visit his nearest Conn's to initiate the approved exchange. If we may be of further assistance, Mr. or Mrs. [redacted] may contact Customer Service at 1-877-358-1252  Kind regards, Dyeisha [redacted]

Thank you for the opportunity to respond to Mrs.
[redacted]’s concerns regarding account #[redacted]. 
Mrs. [redacted] stated she purchased a dishwasher in April 2015; however,
the machine was broken when she attempted to install
it.
 
According to our records, Mrs. [redacted] purchased her...


dishwasher on April 4,
2015 and accepted delivery of the unit on April 7, 2015.  On April 13, 2015, Mrs.
[redacted] called and stated the unit was damaged. 
A service technician was sent to inspect the unit on April 25, 2015 and
ordered a part to repair the unit.  The
service center received the part on April 29, 2015 and contacted Mrs. [redacted] on April 30, 2015 to
schedule an appointment to repair the unit. 
The repair was scheduled for May 9, 2015; however, Mrs. [redacted] contacted us on May 7, 2015 and stated
she did not want the unit to be repaired and the service order was canceled.
 
On
May 7, 2015,
Mrs. [redacted] was transferred to customer service after she canceled the service
order and verbally agreed to a voluntary repossession because she no longer
wanted the unit.  On
May 18, 2015 we
confirmed the unit was picked up from Mrs. [redacted]’s home as per the voluntary
repossession guidelines. 
 
As a one-time offer and a
goodwill gesture, we agree to honor Mrs. [redacted]’s request to accept the
dishwasher as a return instead of a voluntary repossession due to the
misunderstanding.  Please allow 7-10
business days for the return to process and the account to close.  Mrs. [redacted] will receive a close-out letter
in the mail within 30-days of the account closing for her records. 
 
We value Mrs. [redacted] as a
customer and sincerely apologize for any inconvenience she has experienced due
to this matter. Thank you,Cheryle [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 very much for your assistance and Conns for working on this together.

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,
When we received our washer and dryer, the breaker was not the problem.  The Conn's delivery man didn't know how to properly set it up.  The cord was backwards and he was not able to set it up right.  Pretty much he didn't know what he was doing.  Hopefully Conn's will train their delivery men better and make sure they know what they are doing before they send them to homes.  I know customers would greatly appreciate that.   Before he left, he had me sign NOT that everything was done right because it wasn't.  Instead I signed saying that the washer and dryer were delivered and that he had come.  About two hours later, we paid for someone to come to our house to install our dryer since the Conn's guy told us that there were breaker problems.  The man that came said there was no breaker issues and had the dryer set up in no time flat.  He said that it looked like whoever was trying to install it earlier didn't know what they were doing.  Since you say that you have this picture of the dryer with the door closed and looking good (even though it's not installed right in the picture), I would like to see that picture please.  We didn't do anything to that dryer.  We spend extra money on an "extended warranty" which is a joke.  Apparently, the Conn's products aren't very reliable and don't last very long because we just got this in March of this year.    We always take care of our things and we didn't do this.  I know I sound like a  broken record, but I guess I need to and maybe people will understand. The dryer door doesn't seal when it's closed.  Lint blows out of the door and onto the floor.  The dryer is right next to the water heater, which is a fire hazard.  This is our first time buying anything at Conn's and definitely our last.  I shouldn't have to pay out of pocket for something like this to be fixed when I have an extended warranty.  After having a Conn's delivery man come to my house and not know how to install a dryer properly, why would I want to pay out of pocket to have one of Conn's repairmen come to fix the dryer?  It wouldn't be fixed correctly anyway.  You guys are a joke.  You definitely live up to your name, Conn's.  Please send me this picture you're talking about and please make sure your Conn's service men are properly trained.

Thank you for the opportunity to response to Mrs. [redacted]'s additional comments.  We researched Mrs. [redacted] complaint and found color loss or discoloration at the headrest area.  This is a concern that is typically not covered by the terms and conditions of the manufacturer warranty or Furnituregard; however we have submitted the part order to the manufacturer as an attempt to repair it under warranty as a good will gesture.  Based on the time frame for the material to arrive; Conn’s agreed to exchange Mrs. [redacted] right recliner model [redacted].  We contacted Mr. [redacted] on 8/24/15 and he has been informed to visit his nearest Conn’s location to schedule delivery.    If we may be of further assistance, Mrs. [redacted] may contact our Customer Service department at [redacted]. Kind regards,  Jana A[redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s additional. We are unable to provide Mrs. [redacted] with any information regarding the account as she is not the account holder. However; since our previous response we were able to confirm that the service appointment was requested to be re-scheduled for 4/20/17. Again, once the technician installs the parts received we can determine what further actions may be required. However; the furniture does not meet the qualification for an exchange at this time. For better assistance, Mrs. [redacted] may have the account holder contact our Customer Service at 1-877-358-1252  Kind regards, Dyeisha [redacted]

Thank you for the
opportunity to respond to Mr. and Mrs. [redacted] complaint. Our records show on 12/15/14;
Mr. [redacted] purchased an [redacted] Black bedroom set which consist of
four pieces (twin head/footboard, twin/full rails, dresser and mirror). Mr.
[redacted] was scheduled and...

received delivery for the mirror and dresser on
12/16/14 however; he refused the twin head/footboard and rails stating they
were not the same items selected in the store. 
After further review
and research of Mr. and Mrs. [redacted] complaint, we confirmed with the store
manager located in Odessa, TX that there was a miscommunication regarding the
price of the bunk bedroom set and the twin bed listed on the invoice. The
prices for each bedroom set was listed on the same sales tag however; the sales
associate entered the incorrect model number for the bedroom set Mr. and Mrs.
[redacted] originally wanted to purchase. The sales invoice was canceled and a full
refund was issued.  On 1/08/15; we
contacted Mr. and Mrs. [redacted] in attempts to resolve this issue however; during
conversation Mrs. [redacted] stated that they already purchased a bedroom set from a
another company and she had no desire resolution with Conn’s at this time.
We sincerely
apologize for any inconvenience Mr. and Mrs. [redacted] experienced as a result of
miscommunication.
If we may be of
further assistance, Mr. and Mrs. [redacted] may contact us at 1-877-358-1252.
 
Sincerely,
 
Dyeisha [redacted]

Thank you for the opportunity to respond to Mr.
[redacted]’s concerns regarding his accounts.  Mr. [redacted]
stated his accounts are supposed to be combined into one
account.
 
According to our records, we are in the process of
combining Mr. [redacted]’s accounts.  We have pushed...

out the follow up date,
processed a good-will due date change and will insure Mr. [redacted] does not
receive any negative credit marks due to the delayed processing. 
 
We value Mr. [redacted] as a customer and sincerely
apologize for any inconvenience he has experienced due to this
matter.  His contract to combine the accounts is still being
processed.  Thank you,Cheryle S[redacted]

Thank
you for the opportunity to respond to Mr. [redacted] complaint. Our records
show on 8/28/12, Mr. [redacted] purchased a [redacted] notebook and elected to
purchase a 37-month Repair Service Agreement with Accidental Damage which
expires on 9/28/15.
 
We
reviewed Mr. **...

[redacted] service history and found his notebook has been in
service on seven separate occasions dated from (1/2/13 to 9/14/15).
 
·        
1/2/13- Problem Description: Mouse freezing keeps
shutting down; Resolution: Systems restore.
·        
3/28/13- Problem Description: Bottom is cracked and top half of
laptop is loose. Resolution: Replaced Palm reset and base.
·        
7/8/13- Problem Description: Customer states power cord not charging the computer;
Resolution: Replaced AC Adapter.
·        
4/11/14- Problem Description: Over heating/mouse frozen; Resolution: Replaced base and
restored OS Test ok.
·        
12/3/14- Problem Description: Unit keeps heating up and turning off; Resolution:
Cleaned fan and restored OS, Unit tested ok.
·        
1/16/15- Problem Description: Screen cracked, unit is overheating; Resolution:
Replaced bottom housing and bezel.
·        
9/18/15- Problem Description: Screen freezes, unit overheating and turns off on its
own. Currently assigned to service tech however; need customer’s password but
has been unsuccessful contacting the customer. Left voice messages requesting
password to notebook on 9/24/15, 9/25/15 and 9/2815. Mr. [redacted] may contact our
Service Department at 1-855-266-6349 to provide his password in order to assess
the notebook.
 
At
this time Mr. [redacted] notebook does not meet the qualification for an
exchange; we will continue with any covered repairs. Mr. [redacted] will need to
contact our Service Department at 1-855-266-6349 and provide his password in
order to assess the notebook.  As listed under the [redacted] of the
RSA/ Accidental Damage Plan Mr. [redacted] received at the time of purchase: Number (7) Limit of Liability; (v); if it is unable to repair the product after three service attempts
for the same component within a 12 month period, then: a. [redacted] will provide a replacement product with equal or
similar features and functionality, up to the original purchase price of the
covered product if a replacement product is available.
 
 
If we may be of further assistance, Mr.
[redacted] may contact Customer Service at 1-877-358-1252.
 
Kind regards,
 
Dyeisha [redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint. Our records show Mrs. [redacted]’s issue has been addressed with the store manager. We attempted to contact Mrs. [redacted] on 5/13/16 to verify if this matter has been resolved but were unsuccessful. We show Conn’s agreed to...

honor the price tag listed at the time of purchase and Mrs. [redacted] received a concession for $310.10 on her invoice as well as a $50 gift card for the inconvenience. Our records show the recliner was exchange and re-delivered in good order on 4/21/16. Also Mr. [redacted] did receive a 10% damages concession as agreed for his media chest in the amount of $44.99. We sincerely apologize for any inconvenience Mr. and Mrs. [redacted] experienced during this process. If we may be of further assistance, Mrs. [redacted] may contact us directly at 1-866-765-1513. Kind regards,Dyeisha [redacted]

Thank you for
the opportunity to respond to Mr. [redacted]’s concerns regarding accounts [redacted]
and [redacted].  Mr. [redacted] stated he
specifically told the sales associate not to combine his accounts.
 
According to
our records, Mr. [redacted] signed a 24-month retail installment...

contract on March
6, 2015.  This contract created account
[redacted].  On May 24, 2015, Mr. [redacted]
signed a 32-month retail installment contract creating account [redacted].  Mr. [redacted] had an outstanding balance of
$831.09 on account [redacted] which was added on to the signed retail installment
contract which created account [redacted]. Mr. [redacted] accepted the terms of the
contract at the time of purchase on May 24, 2015. 
 
Mr. [redacted] also
stated he began receiving collection calls on June 25, 2015.  . Mr.
[redacted]’s signed retail installment contract lists the payment due date as the 24th
of each month.  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 Mr. [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 him, before the due date.
 
We are unable
to accept the return of the television, as it is outside the terms of our
return exchange policy. 
 
We value Mr.
[redacted] as a customer and appreciate him brining his concerns to our
attention.  Thank you,Cheryle [redacted]

Thank you again for the opportunity to respond to [redacted]'s concerns regarding the interest recalculations on her account.  We have attached a copy of [redacted]'s payment history for her records.  On [redacted] received an invoice credit in the amount of $617.00. This amount included the $499.99 plus $117.01 for finance charges and taxes.  On [redacted] received an invoice credit for $162.38.  This amount included the $150.00 for the returned product and $12.38 for taxes and finance charges.  On [redacted] received an insurance credit in the amount of $255.26.  This credit included the $196.35 and $58.91 for finance charges.  [redacted] received an additional invoice credit for the pro-rated retail service agreement in the amount of $46.03 on [redacted].  The interest recalculation was processed on [redacted] and [redacted] received an interest recalculation credit of $256.42.  Once the interest recalculation was completed, [redacted] had overpaid the account by $107.67.  A refund check was mailed to [redacted] in the amount of $107.67. Thank you, [redacted]

Thank you for the opportunity to respond to Mr. [redacted]’s complaint.  Our records show on1/03/15, Mr. [redacted] purchased a [redacted] king mattress that came with a limited manufacturer’s warranty and (2) [redacted] king box springs that also came with a limited manufacturer’s warranty;...

no additional Furnituregard coverage was purchased through Conn’s for his mattress and  box springs.  Mr. [redacted] was provided a copy of Conn’s Return & Exchange Policy at the time of his purchase which states:No Returns or Exchanges 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 items delivered; which was completed on1/04/15.   We researched Mr. [redacted]’s complaint and found he contacted us on7/30/16 regarding his mattress; stating the mattress was sinking in and sagging.  A service call was scheduled; during the inspection the serviceman found the mattress was sitting directly on the floor and had a 1.5 inch body impression.  Although, having the mattress sitting on the floor is considered proper support, damage is a common occurrence because when getting in and out of the bed requires sitting on the edge of the bed.  Overtime this repeated behavior will cause depressions (we have included a photo in our response showing the body impression is visible on the side that is away from the wall and close to the edge).  After reviewing the photos provided by the serviceman; an exchange was submitted and approved on8/11/16under the Terms and Conditions of the manufacturer’s warranty for Mr. [redacted] to replace his mattress.  Mr. [redacted] was issued a credit up to the original amount he paid which was $1,199.99 to reselect a new mattress.   We show Mr. [redacted] later called in on8/11/16; stating to have a check mailed to him instead of receiving an in store credit.  Mr. [redacted] was advised that his information would be forwarded to a manager for further assistance.  Our records indicate Mr. [redacted] contacted us on8/13/16,8/19/16, and8/25/16via email requesting to a refund.  Mr. [redacted] was advised that his exchange was approved under the manufacturer’s warranty which covers the replacement/exchange of a product.  Since filing his complaint Mr. [redacted] picked up his new mattress on 9/17/16.   If we may be of further assistance, Mr. [redacted] may contact our Customer Service Department at1-877-358-1252.     Kind regards,     Jana A[redacted]

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to the concerns you have regarding account(s) [redacted]6570. 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. Irving’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 [redacted] or on-line at www.conns.com.     Ms. Irving stated in her complaint that: she paid her account balance in full; she received the incorrect payoff quote; she overpaid the account and has not received the refund; and she would like the refund sent to her.   Our investigation reveals that: Ms. Bieker paid her account balance in full on April 18, 2017; the payoff quote Ms. Bieker received was correct; the account was not overpaid; and an overpayment refund is not owed on the account. According to our records, Ms. Bieker received a payoff quote of $1689.67 on April 18, 2017.  She made a payment in the amount of $1689.67 on that date.  Ms. Bieker also stated she made a previous payment on her account that had not posted to the account.  The following payments posted to Ms. Bieker’s account.   Payment date        Payment amount 1/7/2017                      $84.45 2/7/2017                      $84.45 3/7/2017                      $84.45 4/5/2017                      $84.45 4/6/2017                      $84.45 4/7/2017                      $84.45 4/18/2017                    $1689.67 Conn’s respectfully disagrees that the account was overpaid as Ms. Bieker paid the quoted payoff amount. We have included a copy of Ms. Bieker’s payment history for her records. Ms. Bieker will received confirmation of the account closing within 30 business days of the account closing date. Conn’s values Ms. Bieker as a customer and appreciates her for bringing her concerns to our attention.

He is a copy of the email that was sent to them through their own link. It shows I made the request around the same time I made the payment.Thanks,[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 would like to find out about my complaint against Conn's Appliances, Do you have any updates ? 
 There Has not been any Resolution to my original complaint.

Thank you for
the opportunity to respond to [redacted] concerns regarding account
#[redacted].  [redacted] stated she has
requested the insurance and service agreement be removed from her account. 
 
According to
our records, [redacted] received an insurance...

credit on January 6, 2015 in
the amount of $156.60. This amount includes $120.46 for the insurance and $36.14
for taxes.   She received an additional credit for the
Repair Service Agreement on January 27, 2015 in the amount of $173.19.  This credit includes $159.99 plus 13.20 for
taxes. 
 
Please note
the credits for the insurance and RSA does not adjust the minimum monthly
payment due each month.  We have attached
a copy of [redacted] payment history showing the credits applied to her
account for her records.
 
We value [redacted] as a customer and appreciate her bringing her concerns to our attention.
Thank you,[redacted]