Conn's Home Plus

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to Mr. [redacted] 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 has contacted us for repairs to his refrigerator, but issue has not been resolved; 2)      He is requesting an exchange; 3)      He is requesting a refund for the warranty; and 4)      He is requesting to be reimbursed for food loss.            Our investigation reveals that: 1)    Mr. [redacted]’s refrigerator has been serviced as listed under the Terms and Condition of the Repair Service Agreement Plan; 2)    Mr. [redacted]’s refrigerator was approved for an exchange on 7/5/17; 3)    Mr. [redacted]’s exchange was approved under the Terms and Conditions of the Repair Service Agreement which fulfills the warranty terms; and 4)    We have attached a food loss form for Mr. [redacted] to submit for processing.     Our records show on 12/4/15, Mr. [redacted] purchased a Samsung 3-door French refrigerator and elected to purchase a 36-month Repair Service Agreement Plan.   We reviewed Mr. [redacted]’s service history and found that since the date of purchase he has contacted us on four separate occasions for repairs to his refrigerator dated 12/19/16, 3/2/17, 5/19/17 and 6/27/17. During Mr. [redacted]’ last service call our records show he was contacted and informed that the first available date of service was 7/12/17. Mr. [redacted] expressed his dissatisfaction stating that he has been without a working refrigerator for too long and requested an exchange. We show on 7/5/17; we agreed to issue an exchange on the refrigerator due to the service delay.   Our records show on 7/6/17, Mr. [redacted] re-selected a [redacted] refrigerator which was delivered and received in good order on 7/8/17. We have no further records showing that Mr. [redacted] has contacted us regarding any further issues he is experiencing. We sincerely apologize for any inconvenience Mr. [redacted] experienced during this process.   Conn’s values Mr. [redacted] a customer and appreciates him for bringing this matter to our attention.

[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.  
Conns sent out a new dryer and the problem was correct. The issue can be closed now thank you.

Thank you for
the opportunity to respond to Mr. [redacted]’s concerns regarding account
[redacted].  Mr. [redacted] stated he
canceled her order on October 21, 2015, but did not realize they kept the bedding.
He would like to pay for the bedding and have the account closed. ...


 
According to
our records, Mr. [redacted] signed a 32-month retail installment contract on
October 17, 2015.  Mr. [redacted] canceled
her order and a credit of $7692.55 was applied to her account.  Mr. [redacted] kept the bedding; therefore, owed
the remaining balance on the account.  On
December 10, 2015, Mr. [redacted] called our automated system and obtained a
payoff balance of $300.17. On December 18, 2015 Conn’s began making call
attempts regarding the past due balance. 
We were able to reach Mr. [redacted] on December 24, 2015 and he requested
proof of the remaining account balance.  We mailed a payment history to the address on
file showing the credit that was applied to the account and the remaining
balance owed.  On January 30, 2016 we
were able to speak with Mr. [redacted] and he stated he did not have the bedding
in question and the account should be closed. We spoke with Mr. [redacted] on February 8, 2016
and he stated he did have the bedding and wished to pay the balance for the
bedding only.  On February 8, 2016
submitted a payment in the amount of $271.22. 
 
As a one-time
offer and a gesture of goodwill, we have accepted the payment amount of $271.22
and will close the account.  We have also
reversed any negative credit marks assessed on the account.  Mr. [redacted] will receive a close-out letter
once the maintenance is completed. 
 
Conn’s values
Mr. [redacted] as a customer and apologizes for any inconvenience he may have
experienced due to this matter.

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 am not satisfied with this resolution because it is not a resolution.  I have called multiple times and requested multiple service requests.  They stated in the resolution that the service man that came to my house informed me that the problems were not covered under warranty which is not true the service man never once stated this to me.  I also to this day have not received the new cushion cores that I was informed would be replaced.  The serviceman also informed me that the cushion covers would be replaced.  Just an example of the service that I have been receiving the last tech that came out to my house for my coffee table fixed one of the legs and colored the spot in with a painting marker that was the wrong color and I have to have another service man come out to fix that (if they will even fix it) The furniture is barely a year old and honestly have not really been used at least not the couch.  I spent a lot of money on the furniture for it to be falling apart at the seams and to be changing colors.  The manager at the store even informed me that it was not policy to have service techs come out multiple times for the same issues.  I am completely dissatisfied with the service that I have received and the quality of the furniture that I paid for.  On top of all of these issues I have requested on several occasions that a manager or someone from the corporate office call me back which has not happened still to this day!!  I did speak to one woman (I called her) who claimed to be a manager and she informed me approximately 6 months ago that she would send me a $25.00 gift card due to the misunderstandings (That I still to this day have not received not that I would use it if I had received it) and that I needed to call the service department again to set up a another service call (she couldn't set up the service ticket nor could she transfer me to the other department).  It is like no one speaks to the other departments in the company!!  What this company has put me through after all of the money that I have spent with them is really a joke.  You would think that you would want to satisfy your customers.  Look at your records I have purchased at least $8,000 worth of furniture with your company and to this day can not get good service.I guarantee you that I will never spend another penny with your company and neither will my family members.  I work with the public school district and am also an instructor at another technical school.  Word of mouth goes a long way in the business world and I promise you that the word of mouth free marketing that you will be receiving from me and my family is not good and will be worse if my issues are not resolved in a timely manner.  If my issues are not resolved then I will be contacting a lawyer to handle my concerns through other means.  I am not trying to threaten Conns' with a lawyer or be a difficult customer I just want what I have paid for and am simply tired of having furniture that is falling apart after 18 months when I have already paid it off and purchased and paid for a four year warranty plan that is not being utilized.  There is no way that the issues I am having is from every day wear and tear - I could understand it being a manufactures default but even then it should be covered since as the previous notes state I have had to contact the service department on six different occasions (and I honestly I believe it has been more then 6 times) regarding my issues since 5/28/14 with still no resolution and at that time the furniture was only 7 months old!!  Furniture that is over $2,000 should not be falling apart and changing colors after only 7 months!!!  I do not feel that my request is to much to ask.  I am simply asking that the furniture be fixed which I was okay with happening until Conns said they would not honor what the serviceman told me or that the furniture be replaced with something of the same value.   (Which is stated in the warranty agreement)
Regards,
[redacted]

Thank you for the opportunity to respond to [redacted]
complaint.  Our records show on[redacted]14, [redacted] purchased
a [redacted]...

[redacted] furniture set which consisted of two pieces (sofa,
loveseat) with a 48-month [redacted] Plan on both pieces; with [redacted]
qualifying purchase he received a free [redacted] LED TV.  [redacted]
elected to have his items delivered; we show [redacted] delivery was
completed on [redacted]14.
 
We show [redacted] later contacted his sales representative
regarding the [redacted] coverage.  [redacted] expressed his
dissatisfaction towards the coverage and requested to cancel the
[redacted].  Our records show [redacted] was cancelled
on[redacted]/14 and a full refund was processed. 
After researching [redacted] complaint we found his refund was delayed
because we needed his original credit card to apply the credit to his
account.  We spoke with [redacted] and as of [redacted]/14 the credit of $487.10 has been processed to [redacted].  We ask that [redacted] please allow 3-5 business days for
the credit to post.  We sincerely apologize to [redacted] for the
experience and any inconvenience that has been caused.
If we may be of further assistance, [redacted] may contact [redacted] at ###-###-####.
 
 
Kind regards,
 
[redacted]

The fax number is [redacted].  I apologize for the inconvenience. 
 
 
Thank you,
 
[redacted]

Thank you for the opportunity to respond to Mrs.
[redacted]’s
complaint. After further review and research we show Mrs. [redacted]’s claim was
submitted to UST for review and...

processing regarding damages to her floor
during delivery. We confirmed with the UST claims department that Mrs. [redacted]’s
claim was settled on 2/5/15 for $6,418.52; we ask that Mrs. [redacted] allow 10
business days to receive her refund. We sincerely apologize for any
inconvenience Mrs. [redacted] experienced as a result in delay processing her claim.
 
If we may be of further assistance, Mrs. [redacted] may contact customer
service at [redacted].
 
 
Kind regards,
 
Dyeisha
[redacted]

Thank you for the opportunity to respond to Mrs. [redacted]' concerns regarding her account.  We are in the process of closing the account.  Mrs. [redacted] will receive a close out letter within 30 days of the account closing. Thank you, [redacted]

Thank you for the opportunity to respond to Mrs. [redacted] complaint.  Our records show on 12/13/12, Mrs. [redacted]...

purchased
a Melody furniture set which consisted of (4) pieces; sofa, loveseat, chair,
and ottoman with a 48-month Furnituregard Plan on all four pieces.  Mrs.
[redacted] elected to have her furniture delivered; we show Mrs. [redacted] signed
acknowledging all furniture pieces were delivered on 12/15/13 in good order.
 
We received Mrs. [redacted]’s complaint and found she contacted our
service department on two separate occasions regarding all four furniture
pieces; Mrs. [redacted] contacted us on7/08/14 stating water had
spilled on her furniture and on 10/22/14 stating the
furniture thread was unraveling.  After reviewing Mrs. [redacted]’s service
history Conn’s agreed to exchange her furniture; on 11/07/14Mrs. [redacted]’s
exchange was approved.  Mrs. [redacted] was given a total credit up to the
original amount she paid of $ 1,999.96 to re-select a new furniture set. 
We attempted to contact Mrs. [redacted] on 11/18/14 regarding her
approval, but we were unsuccessful in our attempt.  Mrs. [redacted] may visit
her nearest Conn’s location to initiate her exchange and scheduled delivery.        
If we may be of further assistance, Mrs. [redacted] may contact
Customer Service Department at [redacted]
 
 
Kind regards,
 
[redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint. Our records show on 9/24/16, Mr. [redacted] purchased a 78” [redacted] 4K Curved TV and elected to purchase a 49-month Repair Service Agreement with Accidental Damage Coverage. Mr. [redacted] elected pick up his television from Conn’s...

warehouse in Houston, TX on 9/24/16and signed his pickup slip acknowledging he received the item in good order. As listed on the signed pickup slip: “Please thoroughly inspect all merchandise prior to loading. An exchange or price concession will not be authorized for damage discovered after the product leaves the warehouse or store”. We are unable to determine when or how damages may occur once the product leaves the warehouse/store. We researched Mrs. [redacted]’s complaint and found she contacted the service department on 10/1/16 (7 days after purchase) stating the television screen has a long line inside. A service appointment was scheduled for 10/4/16; during the inspection the technician found a new panel is needed to complete repairs. We show the technician ordered a new panel from the manufacturer which is scheduled to arrive on 10/12/16. Once we receive the part, Mrs. [redacted] will be contacted to schedule a date for installation. Although Mr. [redacted]’s television does not meet the qualifications for an exchange, we will continue with any necessary repairs that are covered under the T&C’s.   If we may be of further assistance, Mr. or Mrs. [redacted] may contact us at 1-866-765-1513. Kind regards, Dyeisha W[redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’ complaint. Our records show on July 3, 2016, Mrs. [redacted] purchased two [redacted] Showcase power recliners and elected to purchase a 36-month FurnitureGard Plan. Mrs. [redacted] delivery was originally scheduled for July 4, 2016however; both units...

were not available for immediate delivery. Our records show Mrs. [redacted]’ recliners were delivered and signed acknowledging the items were received in good order on July 18, 2016.   We spoke to the store manager regarding Mrs. [redacted]’ complaint and was advised that they offered a delivery concession to her account due to the delivery delay. Our records show we processed a credit of $79.99 to Mrs. [redacted] account. We have no further records showing that Mrs. [redacted] was offered additional compensation regarding her purchase. If Mrs. [redacted] is able to provide supporting documentation, we will be happy to look further into this matter.   If we may be of further assistance, Mrs. [redacted] may contact us at1-866-765-1513.   Kind regards, Dyeisha [redacted]

Thank you
for the opportunity to respond to Mrs. [redacted]’ complaint. We forwarded Mrs.
[redacted] complaint to the store and district manager where the purchase was made
and was informed that during the initial purchase, she was advised that the
ottoman was included with the purchase of her...

[redacted] chair. However
it was confirmed that Conn’s did not carry the [redacted] ottoman at the time of
purchase. Due to the sales error Mrs. [redacted] was offered the option to either
receive a free ottoman or $100 credit. Mrs. [redacted] elected to receive the free
ottoman which required us to place a special order from the manufacturer. Our
records show the ottoman became available on9/7/15however;
upon pickup Mrs. [redacted] stated the ottoman was not the same color as the chair
purchased. We were unable to re-order the ottoman therefore; Mrs. [redacted] was
given the option the return the chair for a refund or receive $100 concession
to keep the chair without the ottoman.
 
We
attempted to contact Mrs. [redacted] to discuss her concerns, however, we have been
unable to reach her.  Conn’s has agreed
to honor her request and credit her account $250.00 oppose to receiving the
free ottoman.  We ask that Mrs. [redacted]
please allow 3-5 business days for the credit to post.
 
 
If we may be of further assistance, Mrs. [redacted] may contact
us directly at1-866-765-1513.
 
Kind
regards,
 
Dyeisha
[redacted]

Thank you for the opportunity to respond to Mrs. S[redacted] concerns. 
We researched Mrs. S[redacted] dispute and confirmed she was offered a $100.00
concession for the damage that was found at the time of delivery.  There was a processing error and Mrs. S[redacted]
concession had not been...

applied to her invoice. 
 
Mrs. S[redacted] has been contacted regarding her experience and the
error has been corrected.  Mrs. S[redacted]
will receive $179.99 total credits to her account which will post to her
account within the next 3-5 business days. We sincerely apologize for any
inconvenience Mrs. S[redacted] has experienced during this process.
 
If we may be of further assistance, Mrs. S[redacted] may contact our
Customer Service department at 1-877-358-1252.
 
Kind regards,
 
Kathryn J[redacted]

Thank you for
the opportunity to respond to [redacted] concerns regarding a refund due on
her Mother’s account.  We have spoken
with [redacted] and issued a refund for check for the returned
merchandise. 
 
If [redacted]
has any further questions we ask that...

she contact us directly so we may address
the issue. 
 
We value [redacted] and appreciate her bringing
her concerns to our attention. Thank you,[redacted]

Thank you for the opportunity to respond to Mr. [redacted] concerns regarding account [redacted]  Mr. [redacted] stated he paid the settlement amount on his account but his account is still opened.   According to our records, on January 9, 2017 Mr. [redacted] agreed to pay a settlement amount of...

$1071.00. He was to make the following payments:   Payment date       Amount 1/13/2017             $200.00 1/20/2017             $100.00 2/3/2017               $257.00 3/17/2017             $257.00 4/17/2017            $257.00    Mr. [redacted] made the payments on January 13, 2017 and January 20, 2017; however, the payment scheduled for February 3, 2017 was declined. This voided the terms of the settlement agreement.   On February 7, 2017 we spoke with Mrs. [redacted] and she agreed to schedule a payment for $120.00.  We informed her that if the payments are not made as scheduled the settlement agreement is void.  As a gesture of goodwill, we agreed to reinstate the settlement agreement if a payment was made in the amount of $120.00 on February 7, 2017 and a payment of $137.00 was made on February 17, 2017; however, the payment scheduled for February 17, 2017 was declined voiding the settlement agreement for the second time.     We spoke with Mrs. [redacted] again on February 23, 2017.  She made a payment in the amount of $650.99.  Ms. [redacted] paid the original settlement amount offered; however, that agreement was void on two separate occasions due to payment arrangements not being satisfied.    On April 3, 2017, Conn’s agreed to honor the original settlement agreement for a third time.  We are in the process of closing the account.  We ask that Mr. [redacted] please allow up to 30 business days for the account to close.  Once the account closes, Mr. [redacted] will receive a close out letter in the mail.   Conn’s values Mr. [redacted] as a customer and appreciates him for bringing his concerns to our attention.

Thank you for the opportunity to respond to Mr. [redacted]’s additional comments. Our records show the last time a Conn’s service technician repaired Mr. [redacted]’s washer was on 10/20/16; the technician replaced the water valve. As mentioned in our previous response, Mr. [redacted] called the following day stating the unit is still leaking water. We attempted to schedule a new service appointment, however; Mr. [redacted] refused further repairs. As of 12/30/16; we have no further records showing that Mr. [redacted] has contacted Conn’s service department regarding any further repair needs.   Again; Mr. [redacted] washer does not meet the qualifications for an exchange at this time. However; Mr. [redacted] may contact our service department at 1-855-266-6349 or scheduled an appointment online at https://www.conns.com/servicerequestto have at technician re-assess his washer.     If we may be of further assistance, Mrs. [redacted] may contact us at 1-866-765-1513.   Kind regards,   Dyeisha W[redacted]

We ask that Ms. [redacted] contact us so we may validate the information so we may research your concerns further. If Ms. [redacted] would like to provide additional information by contacting our customer service department at 877-358-1252, we will be happy to research her concerns further. Conn's appreciates Ms. [redacted] for bringing her concerns to our attention.

[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 their response is skewed.  The service person NEVER uninstalled the ice maker so there was no need for his report to reflect the ice maker was "re-installed".  Nowhere in the report did he state that he was going to "order another ice maker" as he stated to me he would.   I did have another company repair my machine so I have resolved the issue myself and I AM DONE WITH CONN'S.   The [redacted] did call and offer apologies but I felt it too little too late since I had originally asked to speak to the [redacted] when the complaint process began.  Apparently I was given a PERSON without authority or company concerns at the top of their priority list.  Please consider this case closed!  Thank you for your response.  [redacted]

Thank you for the opportunity to respond to Mr. [redacted]’s complaint.   As stated in our previous response, we show that Mr. [redacted]’s service call was canceled due to them stating that no tech was needed. We show that Mr. [redacted]’s dishwasher only has manufacturer’s warranty; in order to move forward Mr. [redacted] will have to continue with service so that we can determine if further repair or a replacement is warranted.  Mr. [redacted] can contact Conn’s Service Department at 1-855-266-6349 to schedule his appointment.  Mr. [redacted] also has the option of contacting the manufacture for service if he is unhappy with Conn’s Service. If we may be of further assistance, Mr. [redacted] may contact our Customer Service Department at 1-877-358-1252.  Kind regards, Kristal [redacted]

Thank you for the opportunity to respond to **.
[redacted]’ complaint. Our records show
on 11/19/14, [redacted] purchased a LG 3D Blu-Ray Home Theatre System with...

a
24-month Repair Service Agreement.
 
After further review of [redacted]’ complaint
we show Conn’s agreed to honor his request for an exchange. [redacted] received
an in-store credit for $799.99 which was the original amount he paid to
re-select another home theatre. Our records show on 2/4/15, [redacted]
re-selected a Bose Cinemate130 Home Theatre System for $1499.99 and financed
the difference on his Conn’s account.
 
 
If we may be of further assistance, [redacted] may contact customer
service at 1-877-358-1252.
 
 
Kind regards,
 
[redacted]