Conn's Home Plus

Thank you for the opportunity to respond to Mrs. [redacted] complaint.  Our records show on **/11/14, Mrs. [redacted] was
approved...

and made a purchase under [redacted] with a 24-month Cash Option
Term.  Mrs. [redacted] purchased a [redacted] bedroom set
which consisted of (4) pieces; headboard, footboard, QN/KG rails, and dresser
with a limited 1-year manufacturer warranty on all four pieces.
 
We attempted to contact Mrs. [redacted] to discuss her concerns, but
we were unable to reach her at this time. After reviewing Mrs. [redacted]’s
complaint we found she contacted us within 24 hours of her delivery. Although
we did not find where she was intentionally misled Conn’s has agreed as a
gesture of goodwill to honor her request and Return/Exchange her bedroom set
with a 15% restocking fee.  
 
 
 
If we may be of further assistance, Mrs. [redacted] may contact [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.  
  There seems to be a never ending lists inflamatory excuses why no one can help us. We have heard a handful during our calls to customer service. We never really got any consistentcy in reasoning while being ping ponged between customer service and corprate. This latest responce was completely void of any proposed action. I'm sure no one would ever assume the use of a bed to be so narrow and exact. You should hold a training session on how to use your products before lending your credit. We only spend 8-10 hours in our bedroom and only lie on our bed. Even if there was any misuse or over use- the result should not have only effected one half of the bed after  only 2 months. We rotated it and the other side had 4 months of the exact same use without the same effect.Credit our debt to you with $300.00 or more immediatly or we will consider our ontract and debt with Conns complete. This notice shall serve as a cease and desist notice againts any future communications. If no compensation is recieved than no more payments will be made from us to Conns. We will contiually comunicate our dissatisfaction in all availble public forums to warn all potential customers from doing business with Conns.

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 first called in the problem with the refrigerator November 2, 2014 and they took until today (1-2-2015) to come out and fix the problem.  I have all the dates and persons with whom I spoke to.  Everyone shoved me off to someone else and said that they were coming out to fix the problem the next day, but sadly I waited and waited for months and no one came until today.  I have also as of this date not received $50 that they said they would send out.  I will never again do business with this company. The person who fixed my ice maker told me that they have been having recurring problems with the ice makers blowing out and cracking so I should call Conns if it breaks again.  What does that tell you about this company's integrity?Thank you.

Thank you for the opportunity to respond to [redacted]’s
complaint. Our records show on 10/11/14, [redacted] purchased a [redacted] Queen Mattress and [redacted] Queen adjustable base both with
a 10-year limited manufacturer’s warranty. [redacted] delivery was scheduled
and...

received in good order on 10/12/14.
We received [redacted]’s complaint and found she contacted our
helpdesk department on 10/15/14 stating she was not satisfied with her mattress
and wanted to return the unit. [redacted] was informed that Conn’s has a No
Return or Exchange Policy on mattresses however; she could return/exchange the
mattress after 30-days in her home as part of [redacted]’s [redacted] 120-Night
In-Home Trail. [redacted] was also informed that the adjustable base she
purchased was excluded from the in-home trial period and she would not be able
to return or exchange the base.
At this time we are unable to honor [redacted]’s request to
return her [redacted] adjustable base for a refund; this base is
excluded from the 120 Night In-home Trail Policy. We have included supporting
documents in our response. We sincerely apologize for any inconvenience [redacted] experienced.
If we may be of further assistance, [redacted] may contact us at
[redacted].
[redacted]

Thank you for the opportunity to
respond to Mrs. [redacted]’s...

complaint.  Our records show on 10/01/15, Mrs. [redacted]
purchased a [redacted] sofa that came with a limited
1-year manufacturer warranty; no additional Furnituregard coverage was
purchased through Conn’s.  Prior to completing her purchase she was
provided a copy of her contract and a copy of Conn’s Return & Exchange
Policy 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 **
See exclusion below. If your product
fails while under manufacturer’s warranty or Conn’s RSA, Conn’s Factory
Authorized Service will repair your product according to these
warranties. Mrs. [redacted] elected to have her sofa delivered; which was
completed on 10/04/15. 
 
We
researched Mrs. [redacted]’s complaint and found she contacted us on 11/03/15; stating spikes are
coming through the backrest.  A service call was scheduled for 11/14/15; during the
inspection the serviceman found a loose ISB wood frame on the sofa. 
The wood frame has pierce through the OSB and damaged the wall.  The
serviceman advised Mrs. [redacted] the sofa was repairable by installing a new
cover. Yes
it displays a defect however; the defect can be repaired under the terms
and conditions of the warranty.The serviceman ordered the parts needed on 11/17/15and Mrs. [redacted] was advised was the parts arrive to her
residence to contact our service department to schedule an appointment to
complete the repair.  As of 12/23/15, we have no records indicating Mrs.
[redacted] has attempted to contact us to schedule an appointment. 
 

If we may be of
further assistance, Mrs. [redacted] may contact our Customer Service
department at 1-877-358-1252.





 







Kind regards,
 
 
Jana A[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.  
My credit is monitored daily by [redacted] and properly shows that an account was opened with Conn's in May 2015. On June 4th and June 5th 2015 Conn's properly reported information on my new account to [redacted] and [redacted].
However a separate and new inquiry was placed on my credit on June 15, 2015 without my knowledge or authorization. I have confirmed this unauthorized inquiry with [redacted] and have been made aware that it, along with future unauthorized inquiries by Conn's Corp will negatively impact my credit score. This specific inquiry, dated July 15, 2015 needs to be removed immediately and all future unauthorized inquiries must cease.
Regards,

Thank you
for the opportunity to respond to [redacted]’s complaint. Our records show on
4/29/15, [redacted] purchased a [redacted] washer and dryer both with a 24-month
Repair Service Agreement Plan.
 
We
researched [redacted]’s concerns and found that her issue has been...

addressed.
Conn’s agreed to issue an exchange on the dryer due to a delay receiving the
parts to complete repairs. Our records show [redacted] is currently scheduled
to receive a new dryer on 6/17/15. We sincerely apologize for any inconvenience
[redacted] experienced as a result of the delay.
 
If we may
be of further assistance, [redacted] may contact our Customer Service
department at [redacted].Kind regards,[redacted]

Thank you for
the opportunity to respond to Ms. [redacted]’s concerns regarding her
account.  Ms. [redacted] stated she was
supposed to have no-interest financing for a year, and she was not aware she
had insurance on her account.  She would
like the interest and the insurance removed...

from the account.
 
According to
our records, Ms. [redacted] signed a 30-month retail installment contract on July
22, 2015. This contract included our 12-month no-interest financing promotion
(“Cash-option.”)  The “Same as Cash”
credit offer is withdrawn on a date being the earlier of  the failure to make required minimum payments
within 10 days of the scheduled due date or twelve months from the date of
purchase. The “Cash-option was void due to payments not being made timely on
the account. 
 
Ms. [redacted] stated
she sent extra money and not just her minimum monthly payment.  Ms. [redacted] made payments that exceeded her
minimum monthly payment due in August, September, October and November of
2014.  In December of 2014, Ms. [redacted]
made the minimum monthly payment of $82.47. 
We did not receive any additional payments on the account until May
2015.  The amount Ms. [redacted] paid over
her minimum monthly payments for the four months put the account in a paid
ahead status which brought the account current until April 27, 2015. 
 
Ms. [redacted]
also stated she was not aware she had insurance on the account and would like
it removed.    This contract includes
property insurance.  Due to this being a
secured retail installment contract, the merchandise must be insured until the
account is paid in full. In the event the customer has an alternative insurance
policy, they are able to send that policy in to our insurance department to
receive full credit as long as the declaration page shows coverage from the
date of purchase to the present date. Additionally, Ms. [redacted]’s signed the
General information page and the Freedom to choose page regarding the
insurance.  If Ms. [redacted] would like to
remove the property insurance from the account, she may fax or email a copy of
her homeowner’s or renter’s insurance declaration page.  We ask that she note the account number on
the document to prevent processing delays. 
 
We have
included a copy of Ms. [redacted]’s payment history, signed retail installment
contract, “cash-option” acknowledgement page, Freedom to choose page and
general information page regarding the property insurance for her records.  We are unable to honor Ms. [redacted]’s request
to reinstate the “cash-option”; however, she may receive credit for the
property insurance once she submits her declaration page. 
 
We value Ms.
[redacted] as a customer and appreciate her for bringing her concerns to our
attention.  Thank you,Cheryle S[redacted]

Thank you for
the additional opportunity to respond to [redacted] concerns regarding her
account. 
 
We have
processed an interest recalculation on the account.  If [redacted] is willing to pay $385.57 on
the account on or before [redacted] 5, 2014, the account will close out as 90
days same as cash.
 
[redacted]
will receive a close out letter within 30 business days of the account closing
to retain for her records. Thank you,[redacted]

Thank you for the
opportunity to respond to Mrs. [redacted] complaint.  Our records...

show on 3/09/14, Mrs. [redacted] purchased a
Home Stretch (Double Play) furniture set which consisted of three pieces
(reclining sofa, recliner, and reclining loveseat) with a 48-month
Furnituregard Plan on all three pieces.  Mrs.  [redacted] elected to
have her furniture delivered; which was completed on 3/11/14.
We researched Mrs.
[redacted] complaint and found her most recent service call was on 5/08/15regarding her recliner; stating the recliner was tearing on the
front side.  A service call was placed on 6/06/15; during the inspection
the serviceman found the recliner was torn/cut on the right side front and
parts needed to be ordered.  The serviceman ordered the parts and they
were shipped and received by Mrs. [redacted] on 6/19/15.  Our records show
we attempted to contact Mrs. [redacted] on 6/23/15, 6/27/15, and 7/09/15to schedule an appointment to complete the repairs, but we were
unsuccessful in our attempts.  Mrs. [redacted] later contacted us and was
scheduled for service on 8/07/15.  The day of
service our records indicate the serviceman went to complete Mrs. [redacted]
repair; however there were no adults present and the serviceman contacted
dispatch and was advised not to enter the residence.  Mrs. [redacted] was
contacted to confirm and reschedule; she has been scheduled for 9/04/15to complete repairs however we are trying to contact her to
schedule a sooner date.                                     �...⇄ /> If we may be of further
assistance, Mrs. [redacted] may contact our Customer Service department at 1-877-358-1252.

Kind regards,


Jana [redacted]

Revdex.com:
I have review** the response made by the business in reference to complaint ID [redacted], and have determin** that this propos** action would not resolve my complaint.  
Sent: Tuesday, December 16, 2014 2:02 PM To: drteam Subject: Complaint #[redacted] Please reopen the above caption** complaint, it has not been satisfi** nor completely address**.  Conn's provid** false information in their response to the complaint; it was for that reason we did not accept nor reject it. The same day Ms. [redacted] fil** the response she provid** false claim information for a claim that was NEVER fil**, it was a claim number for a different issue being handl** by Conn's. I was given the wrong policy number and in turn fil** the claim against the wrong policy, thus having to start the claim process again, another delay.  We are still being treat** with the same stall tactics we have been given since the damage to our floor occurr** 6/21/2014, nearly 6 months ago. We do not have any contracts nor binding relations with the third party partners Ms. [redacted] mentions in her response. We respectfully request this complaint be reopen** to continue the process towards resolution. Best,
Regards,

Thank you for
the opportunity to respond to Ms. [redacted]’s concerns regarding account
[redacted].  Ms. [redacted] stated she had
and extension on her account giving her the impression she was excused for that
payment.  She stated she received a
credit mark due to the extension....


According to
our records, Ms. [redacted] signed a 32-month retail installment contract on April
12, 2014 agreeing to the minimum monthly payment to be due on the 20th
of each month. 
When an
extension is processed, the payment is not excused; it is moved to the end of
the retail installment contract.  The
credit mark was assessed on the account prior to the extensions processed to
bring the account current.  As a one-time
offer and a goodwill gesture, we have removed the 30-day credit mark.  We ask that Ms. [redacted] please allow the credit
bureaus 30-60 days to update their records. 
We have
attached a copy of Ms. [redacted]’s payment history for her records as proof that
the credit mark has been removed.
We value Ms.
[redacted] as a customer and appreciate her for bringing her concerns to our
attention.  Thank you,Cheryle S[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 would like to add that Conns charged me 80.00 to deliver the replacement TV to me. Conns only agreed to replace the TV once [redacted] admitted fault and offered a replacement. I would also like to add that I have been a customer of Conns for three years and have never missed a payment. I cant believe I had to pay them to replace something that was faulty from the start. I beleive that it was only the Revdex.com and attorney genereal complaints that I filed that got this taken care of. I thank you for your involvement.As a note of good will Conns should call [redacted] and reference claim [redacted] for the raplacement TV. [redacted] will deliver on Thursday and will not charge them a delivery fee. Im glad I could help them offset any expense. Best, [redacted]

Thank you for the
opportunity to respond to Mr. [redacted] complaint. Our records show on 11/23/14;
Mr. [redacted] purchased a [redacted] digital camera with a 24-month Repair Service
Agreement Plan. Mr. [redacted] signed his invoice acknowledging he received a
copy of Conn’s Return and Exchange...

Policy at the time of purchase.
We received Mr. [redacted]
complaint and found he returned to Conn’s located in Oklahoma City, OK where he
made his purchase to return his camera. Mr. [redacted] was reminded of Conn’s
15% restocking fee to return or exchange his merchandise. Our records show
there was a delay processing the refund however; on 12/23/14 we mailed a check
in the amount of $723.53 to Mr. [redacted] residence. We attempted to contact
Mr. [redacted] on 1/19/15 to verify if he has received his refund however; we
were unsuccessful in our attempt.
At this time we are
unable to honor Mr. [redacted] request to receive a full refund; as listed on
Conn’s Return and Exchange Policy he received, there is a 15% restocking fee on
all returns or exchanges.
If we may be of
further assistance, Mr. [redacted] may contact us at 1-877-358-1252.
 
Sincerely,
 
Dyeisha W[redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’ complaint. Our records show on September 20, 2016, Mrs. [redacted] purchased a [redacted] washer and dryer which were delivered in good order on September 25, 2016.   We researched Mrs. [redacted]’ complaint and found she contacted...

our service department on October 26, 2016; for repairs on her dryer. A service appointment was scheduled for October 28, 2016 however; the technician notated that no one was available at the time of inspection and left a tag on the door to re-schedule the appointment. We show Mrs. [redacted] appointment was re-scheduled for November 5, 2016, at that time the technician found the vent was clogged.  He unclogged the vent as a courtesy, tested the dryer and found it was working properly.    We sincerely apologize to Mrs. [redacted] for any inconvenience she may have been caused.  If we may be of further assistance, Mrs. [redacted] may contact us at 1-877-765-1513.     Kind regards,   Kathryn [redacted] Customer Relations

Thank you for
the opportunity to respond to Mr. [redacted] concerns regarding account
[redacted].  Mr. [redacted] stated he paid the
account balance in full; however, the account is still opened.
 
According to
our records, Mr. [redacted] signed a 30-month retail installment contract...

on
December 16, 2013.  That contract included
a 12-month no-interest financing promotion (Cash-option). 
 
On October 3,
2014 Mr. [redacted] called our automated system and received a payoff quote of $835.53.  Mr. [redacted] submitted a payment for $713.09
on that same day. 
 
Mr. [redacted] stated he was not aware of the insurance on his account.  Due to this being a secured retail
installment contract, the merchandise must be insured until the account is paid
in full. In the event the customer has an alternative insurance policy, they
are able to send that policy in to our insurance department to receive full
credit as long as the declaration page shows coverage from the date of purchase
to the present date. Additionally, Mr. [redacted] signed the General Information
page explaining the insurance options on the account. 
 
We are unable
to reinstate the Cash-option on the account because the invoice balance was not
paid in full before the Cash-option expiration date of December 16, 2014.
 
We have attached a copy of Mr. [redacted] payment
history, signed retail installment contract and signed General information page
regarding the insurance.

Thank you for the opportunity to respond to Mrs. [redacted] complaint.  Our records show on12/19/16, Mrs. [redacted] purchased a [redacted] sofa and recliner with a 36-month [redacted] on both pieces.  Mrs. [redacted] received a copy of Conn’s Return & Exchange Policy at...

the time of purchase.  Our Return & Exchange Policy state:No Returns/Exchanges on -Furniture, mattresses, décor & accessories unless inspected by a Conn's Service Technician and found to have a manufacturer's defect **Mrs. [redacted] furniture was delivered on12/20/16.   We researched Mrs. [redacted] dispute and found that she contacted us on 12/21/16regarding her sofa; stating that she had a mark on the back.  A service call was scheduled; during the inspection the serviceman found; the sofa outside back material was rubbed away and damaged.  After reviewing Mrs. [redacted] service history, we found that an exchange was approved on1/10/17to replace her sofa.  Mrs. [redacted] was issued a credit up to the original amount paid which was $899.99 to re-select a new sofa.  It was later found that the sofa and recliner was discontinued; therefore Mrs. [redacted] issue was escalated to upper management and as a gesture of goodwill, Conn’s agreed to exchange Mrs. [redacted] recliner.  Mrs. [redacted] was issued an additional credit of $649.99 to re-select a new recliner.  In total Mrs. [redacted] received $1,549.98 to select two new furniture pieces.  We sincerely apologize to Mrs. [redacted] for any inconvenience she has experienced during this process.   If we may be of further assistance, Mrs. [redacted] may contact our Customer Service Department at1-877-358-1252.     Kind regards,   Jana A[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.]I have seen the response and I actually am ok with the response but did want to point out and make sure that the Revdex.com and others know that they are liars and screw over people.I have attached my documentation that was given to me the clearly list the interest as 42.5 percent on page 5.I then called and was told there was a charge on the phone and I had to go to the store. I took of my job to go the the store and was told they could not help me after an hour. then I call and they say they will remove the fee and my balance will be zero. that is fine and I am happy with that. But the hoops I had to go through and being told I had to go to the store is not cool.Not a place I will ever do business with or recommend that any does business with. They know how the do business and how it is not like other business like home depot or lowes where this would never happen. Just in the time it takes to do business with them. Hours to purchase, return and resolve. Hours.Thanks for your help and I will consider this matter closed with great protest on how this business operates.
Regards,

Thank you for
the opportunity to respond to [redacted] concerns regarding account
#[redacted].  [redacted] stated she
would like an interest recalculation on her account.
 
According to
our records, we submitted the account for an interest recalculation on April...

7,
2015.  We ask that [redacted] please
allow up to 14 business days for processing. 
We are unable to honor her request for a discount on her next purchase.
 
We value [redacted] as a customer and appreciate her bringing her concerns to our
attention.Thank you,[redacted]

Thank you for
the opportunity to respond to Mr. [redacted]’s concerns regarding accounts
[redacted] and [redacted].  Mr. [redacted]
stated he has filed bankruptcy; however, we continue to call him.
We have placed
a cease and desist on the telephone numbers listed on Mr....

[redacted]’s
accounts.  Please allow 24 hours for the
cease and desist to be completed. 
If Mr. [redacted]
receives any additional phone calls after the 24 hours, we ask that he contact
us directly so we may further review the matter.
We value Mr.
[redacted] as a customer and apologize for any inconvenience he has experienced due
to this matter. Thank you,Cheryle S[redacted]