Conn's Home Plus

Thank you for the opportunity to respond to Mr. [redacted]’s additional comments. As mentioned in our previous response, parts were ordered through the manufacturer and are scheduled to arrive on 4/14/17. Once we received the parts, Mr. [redacted] will be contacted to schedule installation and we can determine what further actions may be required. In regards to corrosion found on the unit, Mr. [redacted] has been advised on several occasions that rust or corrosion is not covered under the Terms and Conditions of the RSA Plan; please see Number 5- Exclusion; letter (b). 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] complaint. Our records
show on 6/10/15, Mr. [redacted] purchased the Jackson Halle Basil furniture set
which consist of four pieces (sofa, loveseat and two chairs) and elected to
purchase a 48- month FurnitureGard Plan for each item. Mr....

[redacted] living
room set was delivered and received in good order on 6/11/15; no damages were
reported regarding these items.
 
We
researched Mrs. [redacted] complaint and found on 6/29/15; Conn’s located in
[redacted], ** contacted our Customer Helpdesk on Mrs. [redacted] behalf regarding
the seams coming undone and provided photos. Mrs. [redacted] was contacted by a
representative and advised we would need to schedule a service appointment to
have a serviceman assess her furniture. Mrs. [redacted] contacted our service
department on 6/30/15 stating the seating area is sinking in and seams
unraveling on all four pieces. Our records show Mrs. [redacted] was scheduled to have a serviceman assess all four furniture pieces on 7/15/15; upon
inspection the technician found stringing on the seat casings, and small tear
hole on the right side seat casing.  The
technician also noted the corners had been torn exposing the wood.  As the technician typed his report Mrs.
[redacted] continued to add issues that were not originally reported.
 
As a gesture of goodwill Conn’s has agreed to
even exchange Mrs. [redacted] furniture pieces for the same design originally
selected.  Mrs. [redacted] may visit her
nearest Conn’s to schedule the delivery.
 
If we may be of further
assistance, Mrs. [redacted] may contact our Customer Service department at
[redacted]Kind regards,Dyeisha W[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 still have not heard anything from Conns about the interest recalculation. I am owed at least $250.00 or more and I want to hear something from them ASAP!
Regards,

Thank you for the opportunity to
respond to Mr. [redacted]’ complaint. We researched Mr. [redacted]’ complaint and found he
was contacted by the store manager on 8/21/15 and his concerns have been
addressed. Mr. [redacted]’ delivery for both the washer and dryer is scheduled for
8/31/15 as requested. We sincerely apologize for any inconvenience Mr. [redacted]
experienced during this process.
 
 
If we may be of further assistance, Mr.
[redacted] may contact Customer Service at [redacted].
 
 
Kind regards,
 
Dyeisha W[redacted]

I was unaware of that and I find it rediculous for me to pay over 4 grand for 2 couches, 2 tables, and a rug. I am a single mother barely making ends meet and I do not plan on paying such a high rate because the way the sales woman described it to me she made it seem like it would be interest free. So my question is is there any way to return the furniture and stop making these payments without effecting my credit? I bought the protection plan on the couches and would like to just return my purchase if its possible to do so without hurting my credit.  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,

Thank you for the opportunity to
respond to Mrs. [redacted] complaint. We received Mrs. [redacted] complaint and
found on 10/20/14; she went into...

Conn’s located on [redacted] after
receiving a promotional letter to increase her credit limit with Conn’s and
also offering 10% off and 12-month No Interest on any single item $599 and up.
Our records show Mrs. [redacted] purchased a Hewlett Packard 27” Envy desktop computer
which retails for $$1599.99. Mrs. [redacted] purchase did meet the qualifications
for the promotional offer and she received 10% off the computer which totaled
$1439.99 and her account was setup on a 12-month no interest account.
 
Our records show Mrs. [redacted]
returned to the store location the following day 10/21/14, to exchange the
computer for a smaller screen size. Mrs. [redacted] re-selected the Hewlett
Packard 23” Envy Beats Editions desktop computer which retails for $1399.99
however; Conn’s had an in-store promotional sale on the computer for $1097.88.
As listed on the promotional letter Mrs. [redacted] received, “Discount offers
are taken from Conn’s regular low price and may not be combined with other
promotional or clearance offers”. Mrs. [redacted]’ credit did qualify her account
to receive the 12-month no interest account.
At this time we are unable to honor
Mrs. [redacted]’ request to receive 10% off; the desktop computer she re-selected
does qualify with the promotional offer she received.
If we may be of further assistance, Mrs. [redacted] may contact
Customer Service at [redacted]
 
 
Kind regards,
 
[redacted]

Thank you for the opportunity to respond to Mrs. [redacted] complaint
regarding a purchase under the name Jesse [redacted].  Our records show on 6/16/12, Mr....

[redacted]
purchased the Catnapper [redacted] Brown Reclining living room set which consisted
of three pieces (sofa, loveseat and reclining) all with a 48-month
FurnitureGard Plan and received delivery in good order on 7/17/12. The
manufacturer list the material used on the [redacted] Reclining set as bonded
leather; please refer to the manufacturer’s website for details regarding the
material used on this product.
 
We received Mrs. [redacted] complaint and found she contacted our service
department on 10/20/14 stating her sofa was ripped due to a pen mark and the
cushions were sinking. A service appointment was scheduled on 10/30/14; upon
inspection the serviceman found both the left and right arm pillows were flat,
the left cushion was flat and the right cushion was peeling. A furniture claims
specialists contacted Mrs. [redacted] on 11/6/14 to inform her that we could repair
the sinking cushions however; peeling of the material was not covered under the
Terms and Condition of the FurnitureGard Plan. We attempted to contact Mrs.
[redacted] to scheduled a service appointment to repair the arm pillow and cushions
however; we were unsuccessful therefore the service order was cancelled.
Although the peeling on Mrs. [redacted] sofa is not covered under the
Terms and Condition of the FurnitureGard Plan, Conn’s has agreed to continue with
repairs on her cushions and arm pillow. Our records show we have ordered the
necessary parts to complete repairs; once we receive the parts Mrs. [redacted] will
be contacted to schedule a repair date.
 
 
If we may be of further assistance, Mrs. [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.  
After reading this statement from [redacted] I am convinced and understand why there are class-action suits against this company.There was not an apology nor acknowledgement of ownership for their deception.  [redacted] stated that I was contacted with a potential resolution and declined it.  Well that's another false statement, because no one from this company or store has ever contacted me in reference to resolving this issue or to even offer an apology. My complaint is very clear...The liability lies within this store, merely because misrepresentation.  I would not have purchased neither the mattress or frame if I would have known I was not receiving what their salesman said I would...I relied on his facts/statement and was completely mislead.  As one could see the contract invoice attached does not clearly detail the products purchased -  it shows - [redacted]but does not state whether it's (Soft, Medium or Firm)[redacted] PLUS QUEEN BASEbut does state the Features (Foot,Head,Message,etc)I had to google the product info in order to know, what I received.   I did not even receive a product pamphlet with the delivery of either item.  For all I know the bed I received could possibly a clearance item.  I have asked for this contract to be rescinded and return of their merchandise since the company does not want to honor the sale as stated by Alvin(salesman).  It is illegal to falsify facts in order to obtain benefits. Which in this case a commissioned sale for Alvin and for the store a new 3-year contract.    
Regards,

Roman","serif";mso-fareast-font-family:"Times New Roman"">Thank you for the opportunity to respond to Mrs.
[redacted]’s complaint.  Our records show on 3/14/15, Mrs. [redacted] purchased a [redacted])
reclining sofa and recliner with a 48-month Furnituregard Plan on both
units.  Mrs. [redacted]’s signed invoice indicates at the time of purchase
she acknowledged she was provided a copy of the Furnituregard Plan and that
she understood the coverage associated with the product.  Mrs.
[redacted] elected to have her sofa and loveseat delivered; which was
completed on 3/15/15. 

We
researched Mrs. [redacted]’s complaint and found she contacted us on 11/14/15 regarding her sofa; stating one side of the unit would
not go down.  A service call was scheduled for 11/19/15, during the inspection the serviceman found the mechanism
bending on the right side recliner which caused the recliner to stay
opened.  The serviceman also notated the unit had some scuffs and
fading on all three cushions.  Mrs. [redacted] was contacted on 11/24/15 and advised we were able to repair the mechanism;
however the fading the serviceman reported is considered normal wear and
tear and is not covered under the Terms & Conditions of the
manufacturer warranty or the Furnituregard Plan purchased.  The
serviceman ordered the parts needed and the parts became available on 12/04/15; Mrs. [redacted] was scheduled for service on 12/10/15.  Mrs. [redacted] was later contacted and informed
due to scheduling conflict her appointment was rescheduled for
12/16/15.  We have confirmed the
technician has replaced the mechanism and the recliner is working up to
specifications. 

If
we may be of further assistance, Mrs. [redacted] may contact our Customer
Service department at1-877-358-1252.












Kind regards,


Jana A[redacted]












12/29/2015






Complaint

I originally purchased a ** refrigerator in March of 2014. I purchased an extended warranty at the same time. I began having different issues with the refrigerator in the latter part of 2014 and they continued through 2015. Then in June of 2015 I called regarding another issue with the...

refrigerator and at that time the repairman stated it was a problem with the electronic board and he would have to order the part. When after 45 days I never heard from them, I phoned the service department and they informed me that I had been approved for a switch out. This was due they stated to a manufacturer defect. I was told to come in and pick out another refrigerator. So I returned to Conn's and picked out another refrigerator that was $200 difference in the original price of my initial appliance. I was told that the warranty was $1800.00 and that would be applied to the balance of my original refrigerator and the remaining would be applied to the new appliance. The balance of the original was $1300. So they came 3 days later and picked up the original appliance and hooked up the new one.
About 3 weeks later I received a phone call from the billing department stating when would I be making a payment on the original appliance. I informed the representative of what had occurred and I was then told that the payment from the manufacturer probably had not been applied and they would put the billing calls on a 7 day hold and if I did not hear back it would probably be taken care of. Then a month later, I received another call from billing about the same thing, I again explained the situation and was again told they would pull the billing calls. About a week ago I received a bill from Conn's stating my bill was $ 330 past due and if I paid $117 they would put it back in a positive status. This time I went to Conn's where I had originally purchase the both appliances and was told the warranty credit went toward the new appliance. That I still owed on the manufacturer defect appliance. I inform the gentleman that if that was the case why did they pick up the defective appliance and tell me that the warranty I brought on the initial refrigerator does not pay off the balance if one is due. The warranty pays on the purchase of a new appliance so therefore I still owe the $1300 now $1600 balance for a refrigerator that stated had a defect and they picked up.







Desired Resolution

I would like the balance to be for the replacement item only..

Consumer Business Dialog

Thank you for the opportunity to respond to Mr. [redacted] complaint.  Our records show on5/16/15,...

Mrs. [redacted] purchased a Catnapper (Nobel) power reclining furniture set which
consisted of three pieces (loveseat, sofa, and wedge) that
came with a limited 1-year manufacturer warranty; no additional Furnituregard coverage was purchased through Conn’s. 
Mrs. [redacted] elected to have her furniture delivered; we show
all furniture pieces were delivered and completed on6/12/15.
We researched Mr. [redacted]’s
complaint and found Mrs. [redacted] contacted us on7/07/15regarding her sofa;
stating the unit was not reclining or receiving power.  A service call was
scheduled; during the inspection the serviceman found the motor needed to be
replaced.  The serviceman ordered the part and advised Mrs. [redacted] the motor would take two weeks to arrive. 
Mr. [redacted]
was scheduled for service
on8/05/15; the serviceman installed the new motor,
however the unit was still not able to receive power.  Therefore, an
exchange request was submitted and approved under the Terms and Conditions of
the manufacturer warranty.
We attempted to contact Mr. [redacted] on8/11/15to address his concerns and advise him of his exchange approval,
but we were unsuccessful in our attempt.  Mr. [redacted] may visit his nearest Conn’s location to
initiate his exchange and schedule delivery.  We sincerely apologize to Mr. [redacted] for any inconvenience he has experienced during
this process.   
If we may be of further assistance, Mr. [redacted] may contact our Customer Service department at[redacted].
Kind regards,
Jana A[redacted]

Thank you for the additional opportunity to respond to [redacted] concerns regarding his account.   We have attached a copy of the loan ledger for [redacted] records showing the $25.00 credit to his account regarding the late fees. Thank you, [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 has been over a month with them trying to resolve the issue.  Last week, Ashley a supervisor in the Kansas City area stated that it would be resolved that day and it still hasn't.  They have closed a complaint I made on their website and I had to reopen it.  Also Ashley stated someone else was going to call me from the offline department and NO call.  This is the worse company to do business with.  Every time you contact them, it's will be resolved that day orb5-6 days.  Now they are saying 10-14 days but they still call to collect money that is not due.
Regards,

Thank you for
the opportunity to respond to Mrs. [redacted] concerns regarding her account.  Mrs. [redacted] stated she had a payment
returned; however she did not authorize a payment by check.
According to
our records and recorded calls, Mr. [redacted] authorized a payment by check...

to
process on November 10, 2014.  That payment
was returned by Mrs. [redacted]’ financial institution on November 18, 2014.  This returned payment caused the account to
backdate and for the extensions offered to be rejected. 
Mrs. [redacted]
made a payment in the store on November 16, 2014.  At that time we offered her extensions again
to bring the account current; however, a payment also had to process for
December in order to process the extensions. 
The second payment was processed on December 23, 2014.  As of January 6, 2015 the extensions have
been processed and the account is now current. 
Mrs. [redacted] next payment will be due on January 13, 2015 in the amount
of $264.40.
We value Mrs.
[redacted] as a customer and appreciate her bringing her concerns to our
attention. Thank you,Cheryle S[redacted]

Thank you for the opportunity to
respond to Mr. [redacted]’s complaint. Our records show on 4/2/15, Mr.
[redacted] purchased a [redacted] refrigerator and elected to purchase...

a
24-month Repair Service Agreement Plan.
 
We researched Mr. [redacted]’s
complaint and found he contacted our service department on 7/20/15 stating his
refrigerator is not cooling. A service appointment was scheduled for 7/28/15;
during the inspection the technician found parts were needed to complete
repair. Mrs. [redacted] contacted our Customer Service department on 7/28/15
stating they did not want parts ordered for the refrigerator and requested an
exchange. Mrs. [redacted] was informed the unit did not qualify for an exchange
at this time however; we would need to continue with service. We show on
7/30/15; the technician returned to Mr. [redacted]’s residence and installed a
new main board and reported the refrigerator was functioning properly. As of
8/5/15, Mr. [redacted] has not contacted us regarding any further issues he is
experiencing with his refrigerator since repairs were completed. We sincerely
apologize for any inconvenience Mr. [redacted] experienced as a result of the delay
scheduling his initial appointment.
 
At this time we are unable to honor
Mr. [redacted]’s request for an exchange; the refrigerator has been repaired
and currently functioning properly. We have attached a copy of Conn’s Food Loss
claim for Mr. [redacted] to fill out and return for processing.
 
If we may be of further assistance, Mr.
[redacted] may contact our Customer Service department at 1-877-358-1252.
 
Kind regards,
 
 
Dyeisha W[redacted]

Thank you for the opportunity to respond to Mr. [redacted]’s additional comment. In Mr. [redacted] original complaint his desire resolution was to exchan** his [redacted] Plush Power reclining living room furniture for manual recliners. Conn’s agreed to exchan** the power recliner and Mr. [redacted] elected to purchase the [redacted] Plush Reclining (manual) living room furniture which was delivered in good order on 2/10/17; no issues were reported with the units. Our records show the new living furniture Mr. [redacted] agreed to purchase did not meet the qualification for free delivery. Therefore; Mr. [redacted] elected to add additional items (four Denise end tables) in order to receive free delivery with his qualified purchase. As of 2/28/17, Mr. [redacted] has received all items listed on his signed invoice, contract and delivery ticket. If we may be of further assistance, Mr. [redacted] may contact us at 1-866-765-1513. Kind regards, Dyeisha [redacted]

Thank you for the opportunity to respond to Mrs. [redacted] additional comments. After further reviewing Mrs. [redacted] service needs, Conn’s has agreed to honor her request to exchange both the washer and dryer for a different model. Mrs. [redacted] may visit her nearest Conn’s to re-select new units for up to $629.99 each. If we may be of further assistance, Mrs. [redacted] may contact us at 1-866-765-1513. Kind regards, Dyeisha [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 request that my complaint remain open until the exchange has taken place and that the matter at hand is complete to the satisfaction of both parties.  I would like to be able to make the Revdex.com aware of any issues that arise during this process or that it was resolved. Thank you, Onofrio D. [redacted], Jr.

Thank you for the
opportunity to respond to Mr. [redacted]’s complaint. After reviewing Mr. [redacted]’s
concerns, Conn’s agreed to honor his request to return the refrigerator without
the 15% restocking fee due to the unit failed within 24-hours. Our records show
we are currently scheduled to pick up and...

return the refrigerator on 11/19/15.
We have also process a credit of $1859.82 to Mr. [redacted]’s account to close the
account. We sincerely apologize for any inconvenience Mr. [redacted] experienced
during this process.
 
 
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 additional comments. Conn’s professional delivery team will deliver products to customer’s home, remove their old unit and haul away if requested. This service does include some basic unpacking and setup services, however; the delivery team stated Mrs. [redacted]’s informed them that the television was going to be installed by someone other than Conn’s and did not require setup. As mentioned in our previous response, Mrs. [redacted] signed her delivery ticket acknowledging the item was received in good order; no damages were reported. As listed on the signed delivery ticket “By signing below you agree that you have thoroughly inspected your merchandise for damage. An exchange or price concession will not be authorized for damage discovered after the delivery”.Mrs. [redacted] mentioned in her response that the men she hired to install the television removed the unit from the box, turned it on before hanging it and found the defect on the screen. However; the photos provided by Mrs. [redacted] shows the unit already mounted on the wall and we have no records showing that Mrs. [redacted] contacted us regarding any damages before the unit being installed. Again; we are unable to determine when or how the damages may have occurred once the delivery has been completed. Therefore; we are unable to honor Mrs. [redacted]’s request for an exchange.If we may be of further assistance, Mrs. [redacted] may contact us at 1-866-765-1513. Kind regards,Dyeisha [redacted]

Thank you for the opportunity to respond to Mr. [redacted]’s concerns regarding account [redacted].  Mr. [redacted] stated he had a promotion and it was lost.  He believes it should be reinstated.    According to our records, Mr. [redacted] signed a 32-month retail installment contract on...

April 24, 2016. That contract included our 12-month no-interest financing promotion (“cash-option”).  Mr. [redacted] agreed to have the minimum monthly payment due on the 8th of each month.    Per the terms of the “cash-option,” the “cash-option” is void if the minimum monthly payment is not paid within 10 days of each month’s due date or the unpaid portion of the total cash-option price is not paid within 10 days of the expiration date. Mr. [redacted]’s ‘cash-option” was void due to payments not being made timely on the account.  We have included a copy of Mr. [redacted]’s signed “cash-option acknowledgment page and payment history for his records.   We are unable to reinstate the “cash-option” due to payments not being made timely on the account.    Conn’s values Mr. [redacted] as a customer and appreciates him for bringing his concerns to our attention.   Thank you, Cheryle [redacted]