Conn's Home Plus

Thank you for
the opportunity to respond to Mr. [redacted]’s concerns regarding account
[redacted]6230.  Mr. [redacted] stated he made a
payment over the phone; however, he continued to receive collection calls
regarding his account. 
 
According to
our records, Mr. [redacted]...

scheduled a payment in the amount of $200.00 to post
to his account on January 22, 2016. That
payment was applied to a different account in error.  We have moved the $200.00 payment from the
incorrect account and applied it to Mr. [redacted]’s account.  We have attached a copy of Mr. [redacted]’s
payment history as confirmation. 
Additionally, we are in the process of reversing the late fee that was
assessed on the account. 
 
Conn’s values
Mr. [redacted] as a customer and sincerely apologizes for any inconvenience he may
have experienced due to this matter.  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.  
Dear Ms [redacted], Lets address your first commit, when you receive your furniture you are looking for rips, stains or areas that didn't get sewn.Now lets address my complaint which was the softening of the love seat cushions. The repair man used binding on the springs which were brand new and cracked the frame he did not address the problem. Mr. [redacted] the regional service manager for the repair company you have contracted US QUALITY FURITURE REPAIR [redacted] out of [redacted]. said that the repairman should not have used binding in a new spring love seat all that did was weaken the springs that were new and was not a problem. The repairman never addressed the problem softening of the love seat cushion. What he did do was damage a brand new love seat and according to [redacted] this should never had been done. I wish you would do the honorable thing and take back the love seat that is now damaged and let me pick another piece of furniture from your store.     
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]

Thank
you for the opportunity to respond to Mrs. [redacted]’s complaint. Our records show
on 12/13/15, Mrs. [redacted] purchased a 65” [redacted] Smart TV which comes with a
1-year limited manufacturer’s warranty; no additional coverage was purchased
with Conn’s. We show Mrs. [redacted] picked up her...

television on 12/14/15 from
Conn’s located in [redacted] and signed her pick up slip acknowledging the item
was received in good order. As listed on Mrs. [redacted]’s signed picked up slip “Please thoroughly inspect your merchandise
for damage prior to loading. An exchange or price concession will not be
authorized for damage discovered after the product leaves the warehouse or
store”.
 
We
reviewed Mrs. [redacted]’s complaint and found she contacted our Customer Service
Department on 12/26/15 requesting an exchange on her television due to the unit
was not working. Mrs. [redacted] was made aware she would need to contact our
Service Department to have a technician assess the unit to determine if the
unit can be repaired or if an exchange is required. Mrs. [redacted] contacted our service
department on 12/28/15 stating there is no sound or picture. A service
appointment was scheduled for 12/29/15; during the inspection the technician
found a new panel was needed to complete repairs. Our records show we received
the new panel from the manufacturer on 1/5/16 and Mrs. [redacted] was scheduled to
install on 1/7/16. On 1/7/16, the technician returned to Mrs. [redacted]’s
residence and installed the new panel and tested the unit; unit tested ok. We
have no records showing Mrs. [redacted] has contacted us regarding any further
issues she is experiencing with her television since repairs were made on
1/7/16.
 
At
this time we are unable to honor Mrs. [redacted]’s request for an exchange; her
television has been repaired under the Terms and Conditions of the manufacturer’s
warranty.
 
If we may
be of further assistance, Mrs. [redacted] may contact Customer Service at
1-877-358-1252.
 
Kind regards,
 
Dyeisha W[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]

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]

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 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]

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 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]

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,

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 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]

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]

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]

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 Mrs. [redacted]’s complaint. Our records show on8/10/16, Mrs. [redacted] only purchased a ** washer and elected to purchase a 24-month RSA Plan on invoice[redacted]which was paid using a [redacted] card. Mrs. [redacted]’s delivery was scheduled and signed as received in...

good order on6/12/16. We show Mrs. [redacted] contacted our delivery team later the same day stating she was suppose to receive a dryer as well. However; she was informed that only the washer was listed on her invoice for delivery and she would have to contact the sales representative. Our records show on8/13/16, Mrs. [redacted] purchased the matching ** dryer and 24-month RSA on a separate invoice([redacted])which was financed through [redacted]. We show the dryer was picked up at our Dallas warehouse and singed as received in good order. We sincerely apologize for any inconvenience 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]

[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.

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 reject it because when I was making the purchase I was told it was eligible and not once was I told it was not and store managers and sale man admitted their.mistake and it was [redacted]e 4 times. 2 times wrong and 2 times right. If it was nto eligible why did your customer service and regional manager said he was going to have me sign a new contract and refund the interest.  I feel like I have been a victim of some type of bait and switch and a victim of fraud. I'm not asking for anything more than what Your employees promised.  But I see it was all lies and words just to keep me from complaining and kept me strung along for weeks with lies.  I do have the documentation of the 4 transactions that were [redacted]e.

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint.  We appreciate Mrs. [redacted] bringing her concerns to our attention.  As of 12/07/15, Mrs. [redacted] has been contacted and we have come to a mutual agreement. If we may be of further assistance, Mrs. [redacted] may contact...

our Customer Service department at 1-877-358-1252Kind regards,Jana A[redacted]