Conn's Home Plus

Thank you for
the opportunity to respond to [redacted] concerns regarding account
[redacted].  [redacted] stated he paid his
account balance in full; however, his account did not close.
 
According to
our records, [redacted] signed a 24-month retail installment contract on...

June
4, 2014.  That contract included our
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.
 
On July 16, 2014, [redacted] paid
the invoice balance of $1298.97; however, he did not pay the amount owed for
the property insurance.  This caused [redacted] account to remain opened. 
 
As a gesture of goodwill, we have
agreed to honor the amount paid and close the account.  We have also submitted a request to the
credit bureaus to remove the credit mark assessed on the account.  We ask that [redacted] please allow 7-10
business days for the account to update and reflect a closed status.  We also ask that [redacted] please allow the
credit bureaus 30-60 days to update their files. 
 
Conn’s values [redacted] as a
customer and sincerely apologizes for any inconvenience he may have experienced
due to this matter.  Thank you,Cheryle S[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.  
It's obvious, yet not surprising, to see that this company is willing to lie to cover their scam and lack of customer service. All I know is that two individuals were in my home verbally stating that the couch was visibly and physically defective and unrepairable. Not to mention the delivery person pointing out the defect upon delivery !! Store Manager [redacted] stated to me more than once that when the report comes back unrepairable he will have someone pick up the furniture for a refund. I even had the delivery department call to schedule this pickup and then was asked if he could call me back but never did. When I was first willing to exchange for a completely different set due to the fact that the delivery guy and the sales person disclosed that there have been issues with this particular set I went down to the store and selected the exchange. I was then told that the new set was on backorder by [redacted]. This was when I was informed by customer service that they wanted to charge me a $129.00 exchange fee. I explained that I should not be paying this fee when the furniture arrived defective. I was referred back to the store manger and received the daily runaround as detailed in my previous report. I have made 37 phone calls in attempt to resolve this matter with the most horrendous results. As a matter of fact the first time I have ever received any type of professional communication was after I filed my report with the Revdex.com which is very telling! I have zero confidence in Conns as a company not to mention the quality of what they sell. I just want them to pick up their defective furniture set which is sitting here with tags still on it and give me the refund I was promised numerous times.
Regards,
  [redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint. We researched Mrs. [redacted]’s complaint and found that her issue is regarding a purchase made under Linnette [redacted]. After further researching Mrs. [redacted]’ service history we found that the first service call was received...

on 10/13/16 due to the left recliner sectional making noise. A service appointment was scheduled for 11/26/16; during the inspection the serviceman found the issue was regarding the right recliner and reported the mechanism was bent. We ordered the parts from the manufacturer and the serviceman return to install the new mechanism on 12/19/16. Our records show a new service call was received on 1/31/17 regarding the same issue. The serviceman re-assessed the unit on 2/14/17 and rendered minor repairs by adding a metal piece to the left console to stop the grinding noise. The serviceman notated that the customer mentioned a hole in the fabric but was unable to find any rips or damages to the area upon inspection. On 3/07/17, a new service order was created due to the unit making a grinding noise when rocking and screws popping out from underneath the unit. A service appointment was scheduled for 3/28/17’ the serviceman found a new left mechanism was needed for repair. Our records show the parts have been shipped and Mrs. [redacted] is currently scheduled to install on 4/04/17. Once the parts are installed, we can determine what further actions may be required. Although Mrs. [redacted]’ furniture does not meet the qualifications for an exchange at this time, we will continue with any covered repairs as listed under the Terms and Conditions. If we may be of further assistance, Mrs. [redacted] may contact Customer Service at 1-877-358-1252  Kind regards, Dyeisha [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.]
Regards,
  Called 5/25/17after about 45min of trying to get ahold of an manager i was told the manager was busy and would call me back still no response 5/26/17time now is 2:25pm

Thank you for the opportunity to respond to Mrs. [redacted]’
complaint.  Our records show on
Roman","serif";mso-fareast-font-family:"Times New Roman";
color:darkblue">5/05/15 Mrs. [redacted]
purchased a Sealy (Tropic Waters) plush queen mattress with a 48-month
Furnituregard Plan.  Mrs. [redacted] elected to have her mattress delivered; we
show Mrs. [redacted]’ delivery ticket and delivery receipt were signed acknowledging
Mrs. [redacted]’ mattress was delivered and received on 5/06/15 in good order.  The signature on Mrs. [redacted]’ delivery
ticket and delivery receipt acknowledges that Mrs. [redacted]’ mattress was
thoroughly inspected for an exchange or price concession would not be authorize
after the delivery.
 
After researching Mrs. [redacted]’ complaint we found she contacted us
on 5/07/15; stating she was not satisfied with the
mattress and requested to have the unit exchanged.  Mrs. [redacted] was
reminded of Conn’s Return and Exchange Policy which states: No Return or
Exchanges on Furniture, mattresses,
décor & accessories unless inspected by a Conn’s Service Technician and
found to have a manufacturer’s defect.  
 
Mrs. [redacted] signed her invoice and contract
confirming/acknowledging the Sealy (Tropic Waters) mattress is the mattress
that she selected and purchased.  Therefore, we are unable to honor Mrs.
[redacted]’ request to return/exchange her mattress.
 
If we may be of further assistance, Mrs. [redacted] may contact our
Customer Service Department at 1-877-358-1252.
 
 
Kind regards,
 
[redacted]

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to the concerns you have regarding invoice number [redacted]. We have more than 120-year history of quality customer service and satisfaction, and we would not want anything to impair that record.  As a reminder, Ms. [redacted]...

may contact Conn’s regarding questions about your purchase by calling our Customer Service Helpdesk at 1-877-358-1252, or on-line at www.conns.com.  Ms. [redacted] has stated in her complaint: 1)       that she purchased a television on 5/01/17 and confirmed delivery for 5/02/17; and 1.       she did not receive delivery and that she received an email notification from [redacted] regarding a refund for a cancellation.   Our investigation reveals that; 1.       Ms. [redacted] was contacted the same day her order was placed; and 2.       we have no records indicating that Ms. [redacted]’s delivery was confirmed for 5/02/17.   Our records show on 5/01/17, Ms. [redacted] purchased a [redacted] flat LED TV which totaled $1,926.83.  We show a Conn’s representative attempted to contact Ms. [redacted] on 5/01/17 at 4:07PM to verify and confirm the purchase that was made.  The representative was unsuccessful and left a message which included the callback number 1-866-765-1513 for Ms. [redacted] to return our call.  Our records indicate that Ms. [redacted]’s invoice was canceled at the end of the business day on 5/02/17 due to no contact.   After further review, we found that Ms. [redacted] contacted us the next following day 5/03/17, stating that she received an email from [redacted] advising her that her order was canceled and a refund had been issued.  Ms. [redacted] was made aware that we attempted to contact her to verify her purchase, but due to no contact the order was canceled.  Ms. [redacted] informed the representative that she was provided a delivery date.  However, we have no records on file showing her order had been approved or scheduled for delivery.  Ms. [redacted] was given the option to reorder the television, but our records indicate a new order was not created.   Conn’s appreciate Ms. [redacted] for bringing her concerns to our attention.

Thank you for the opportunity to respond to Mrs. [redacted] additional comments. We spoke to the store manager who agreed to purchase a new chair on Mrs. [redacted] behalf due to the inconvenience. Our records show this merchandise is scheduled to arrive from the manufacturer on 10/24/16. Once we receive the merchandise, Mrs. [redacted] will be contacted for pick up. Again, we sincerely apologize for any inconvenience Mrs. [redacted] experienced as a result of the delay. If we may be of further assistance, Mrs. [redacted] may contact us at 1-877-358-1252. Kind regards, Dyeisha [redacted]

Our records show, as of
6/29/15, Mrs. T[redacted] has not returned her notebook purchased with us or contacted
service to assess her repair needs.  Mrs.
T[redacted] purchased a [redacted] Touchscreen notebook with a 1-year limited manufacturer’s
warranty only.  If repairs are needed it
would be under the manufacturer’s warranty. 
 
 
Kind regards,
 
Kathryn J[redacted]

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to Mr. [redacted]’s concerns. We have a more than 120-year history of quality customer service and satisfaction, and we would not want anything to impair that record. As a reminder, Mr. [redacted] may contact Conn’s regarding...

questions by calling our Customer Service Helpdesk at 1-877-358-1252, or on-line at www.conns.com. Mr. [redacted] has stated in the complaint: 1)       He purchased extended warranty on his washer until 10/3/17 but has not been able to get repairs on his washer; 2)       He was informed that we do not have technician in his area; and 3)       He is requesting to have the unit repaired or receive a refund.   Our investigation reveals that: 1)    Mr. [redacted]’s Repair Service Agreement with Conn’s expired on 9/18/14 2)    Mr. [redacted] was informed to contact his warranty agreement company  for assistances because we did not have a technician in his area for service; and 3)    Mr. [redacted] will need to contact his warranty policy holder.     Our records show on 9/18/10, Mr. [redacted] purchased a [redacted] and elected to purchase a 48-month Repair Service Agreement with Conn’s that expired on 9/18/14.   We researched Mr. [redacted]s’ complaint and found that we have only serviced his washer once while under Conn’s Repair Service Agreement Plan. On 3/24/14, the technician reported he replaced Mr. [redacted]’s switch to complete the repairs.   After further research we were able to confirm that Mr. [redacted] elected to purchase extended warranty through [redacted] Service Protection which  a third party company. Our records show on 7/17/17, we received a service request from [redacted] on Mr. [redacted]’s behalf to assess the washer. However; we notified the warranty company as well as Mr. [redacted] that we no longer had service providers in his area and were unable to assess the unit.   At this time we are unable to honor Mr. [redacted]’s request. Mr. [redacted] has been informed that he would need to contact [redacted] Service Protection directly for further assistance.   Conn’s value Mr. [redacted] as a customer and appreciates him for bringing this matter to our attention.

Thank you for the opportunity to respond to Ms. [redacted]'s additional comments. As mentioned in our previous response, Ms. [redacted] signed invoice included the list of product and the additional surcharge she agreed to purchase. We provide our customer the option to receive their invoice via email or a print copy. Ms. [redacted] signed a Electronic Record and Signature Disclosure acknowledging that she agreed to receive her documents via email.As previously stated, Ms. [redacted] did not provide a copy of her homeowner's/renter insurance at the time of purchase but was instructed on how to proceed with the cancellation to receive a credit to her account. We have confirmed with our Insurance Department that as of 5/25/17, we have not received Ms. [redacted]'s cancellation request or declaration page to cancel Conn's optional insurance coverage. Ms. [redacted] may use the form provided in our previous response and send a copy of her declaration page to cancel the insurance and receive a credit.Our records show we received Ms. [redacted]'s warranty cancellation request and a credit of $834.67 was applied to her account on 5/12/17. Please be advised that the credit is applied to Ms. [redacted]'s total balance and does not change her monthly payments. We have attached a copy of Ms. [redacted]'s loan ledger for her records.In regard to the price guarantee, we confirmed that Ms. [redacted] was unable to provide the required documents in order to take advantage of our price guarantee. Conn's Price Guarantee states: We want you to be confident in your purchase from Conn's. If you find the same item advertised in the weekly print ad at an established retailer (excluding Internet-only competitors) within 30 days of your purchase, we'll match it*. No questions, no hassles. It's that easy. *Includes in-stock products only and those without other promotional, finance or clearance offers. Price match policy does not apply to computers.We sincerely apologize for any inconvenience Ms. [redacted] may have experienced during this process and we appreciate her for bringing her concerns to our attention.

Thank
you for the opportunity to respond to Mr. and Mrs. [redacted]’s additional
comments.   The problem Mrs. [redacted] described
is not caused by the washer, it is a problem with the waterline which Mrs.
[redacted] is aware of.  As previously
stated we will not be able to honor her request to waive the restocking fee or reimburse
fees for a plumber. 
 
If we may be of further assistance,
Mr. and Mrs. [redacted] may contact our Customer Service Department at [redacted].
 
 
Kind regards,
 
 
[redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint. Our records show on11/11/16; Mr. [redacted] purchased the [redacted] which consists of four pieces (console, hutch and pier base and pier top) and a 65” [redacted] 4K Smart TV.   We spoke to Mrs. [redacted]...

on 12/21/16 and agreed to exchange the television and hutch that was initially damaged during delivery. Mrs. [redacted] was informed that the hutch would be assembled with the remaining items that were previously accepted during delivery. We were able to verify during the re-delivery on12/23/16; our delivery team could not assemble the complete entertainment center due to additional damage found, therefore; Conn’s agreed to honor Mrs. [redacted]’s request to return the entertainment center only and issue a credit to Mr. [redacted]’s account. Mrs. [redacted] will be contacted by our delivery team to schedule an appointment to pick up the items. Once we receive the unit, we will process the credit to Mr. [redacted]’s account.   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 at1-866-765-1513.   Kind regards,   Dyeisha [redacted] Customer Relations

Thank you for
the opportunity to respond to Ms. [redacted]’s concerns regarding account
[redacted].  Ms. [redacted] stated she was not
aware of the interest rate on her contract and would like a full refund. 
 
According to
our records, Ms. [redacted] signed a 30-month retail installment...

contract on August
9, 2015.  We respectfully disagree that
Ms. [redacted] was unaware of the interest rate on her retail installment contract. The
truth-in-lending disclosure statement is printed on the front of the contract. We
have attached a copy of Ms. [redacted]’s signed retail installment contract for her
records. 
 
We are unable
to honor Ms. [redacted]’s request for a full refund, as she is outside the return
exchange period; however, as a one-time offer and a goodwill gesture, if the
invoice balance of $1640.72 is paid in full within the 90 days, we will honor the
same as cash request and close the account. 
 
We value Ms.
[redacted] as a customer and appreciate her for bringing her concerns to our
attention.  Thank you, Cheryle [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.   I want this case open until the complaint is resolved. They have no provided me anything so far. I was told over the phone that it would be 24-48 hours and now this letter states it will be 14days. It has been already several days and I want my interest recalculated because I was overcharged!   
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.  
I will reach out to Ms. J[redacted] tomorrow 1/27/15; however, Conns has not attempted to contact me, or if they have, they did not leave a message.  The do have my correct telephone number as it was given to them several times and again when the gentleman came out and took pictures again.I am rejecting the response due to the following:1.  This only addresses the damage they did to my old refrigerator but does not address the damage to my new refrigerator they delivered.  The damage was noted on the delivery, pictures taken and promise to provide a replacement for the damage refrigerator.2.  I cannot agree to accept their offer to fix the damages done to my old refrigerator until I speak with Ms. J[redacted] and discuss and/or answer questions, etc.Regards,
  [redacted]

Thank you for the opportunity to respond to [redacted] additional comments. [redacted] has a 48 month Furnituregard Plan on his sofa, loveseat, chair and ottoman; which would cover Accidental Rips, Punctures and Tears however, the damage shown in the pictures taken indicate wear and tear to the material which is excluded from the Plan. Our records do not show [redacted] reported damage caused by a technician prior to mentioning it in his Revdex.com complaint.  We have reviewed all pictures and found they are consistent with the damages to all of the furniture items. We agreed to reinforce the arms and replace the dust covers however the customer refused therefore the service order has been canceled. Additional pictures are available upon request showing the excessive damage on all four pieces. If we may be of further assistance, [redacted] may contact Customer Service at [redacted].  Kind regards,  Kathryn J[redacted]

Thank you for the opportunity to respond to Mr. [redacted] complaint. We researched Mr. [redacted] complaint and found on10/4/15, Mrs. [redacted] purchased a ** French Door refrigerator and received a free water filter as part of the promotional offer. After further researching Mr. [redacted] complaint...

we were able to verify that water filter provided at the time of purchase is not compatible with the refrigerator purchased. Although we do not have the filters available for shipping Conn’s has mailed Mr. [redacted] a $100.00 gift card that may be used towards the purchase of the correct filter model ([redacted]). We ask to please allow 5-7 business days to receive the gift card.   We appreciate Mr. [redacted] for bringing this matter to our attention and we sincerely apologize for any inconvenience Mr. and Mrs. [redacted] experienced during this process.   If we may be of further assistance, Mr. [redacted] may contact us at1-866-765-1513.   Kind Regards,   Dyeisha [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.]Yes conn's in correct in the service dates and attempted service calls on this piece of crap. Don't you think 4 calls on an appliance in a year is excessive, Besides the calls to conn's, [redacted] sent 3 so called techs to try to fix it and it was never fixed. I think 7 service calls on one piece of equipment in one year means the appliance is a piece of crap. all calls are documented. I have completely paid conn's off and will never step in one of their stores nor will I purchase an other [redacted] product. I am only one, but I have over 1500 friends on [redacted] and you can bet your last dollar I will start a campaign to spread the word about the lack of service and non concern of a customer that has spent OVER $15,000 in the last couple of years. Never more
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.  
[Provide details of why you are not satisfied with this resolution.] I just had another service provider leave my house because an issue I've had a couple of time. the issue is vibration control. this unit is suppose to have the VTR and I've had to have a tech come out twice to fix it. was told both times it needs adjustments to the adjustable legs
Regards,
I just had another service provider leave my house because an issue I've had a couple of time. the issue is vibration control. this unit is suppose to have the VTR and I've had to have a tech come out twice to fix it. was told both times it needs adjustments to the adjustable legs needing to be adjusted. my question is how many times do I have to call because the vibration is causing it to need adjusted again and again.

Thank you for
the opportunity to respond to Mrs. [redacted]s concerns regarding account
#[redacted].  Mrs. [redacted]s stated her
account should be closed; however, she began receiving collection calls.
According to
our records, Mrs. [redacted]s faxed over information to cancel the Repair...

Service
Agreements on her contract and paid the account in full.  The RSA cancelation form had not been
processed and the account remained opened. 
We have
canceled the RSA agreements for a full credit to the account.  Mrs. [redacted]s also had property insurance on the
account; however, since the account would have been open less than thirty days,
the property insurance would have been canceled as well. 
We are in the
process of closing the account for Mrs. [redacted]s. 
She will receive a close out letter for her records within 30 business
days.
We value Mrs.
[redacted]s as a customer and sincerely apologize for any inconvenience she has experienced
due to this matter. Thank you,Cheryle S[redacted]