Conn's Home Plus

Thank
you for the opportunity to respond to [redacted] complaint. Our records show
on 2/8/15, [redacted] purchased a GE refrigerator, electric range, dishwasher
and...

disposal. [redacted] elected to purchase Conn’s Installation to install her
dishwasher and disposal.
 
We
received [redacted] complaint and found she was scheduled for delivery and
installation on 2/15/15. Our records show Conn’s delivery team was able to
install [redacted] refrigerator and range however; the dishwasher and
disposal required additional equipment for installation therefore we were
unable to install at the time of delivery. Our records show we completed
installation on the dishwasher on 2/17/15 and 2/25/15 for the disposal.
 
We
sincerely apologize for any inconvenience [redacted] experienced as a result of
delay. We will mail [redacted] a $50.00 gift card for customer satisfaction;
please allow 7-10 business days to receive.
 
If we may be of further assistance, [redacted] may contact
customer service at [redacted].
 
 
Kind
regards,
 
[redacted]

Than you again for the opportunity to respond to Mr. [redacted]'s concerns regarding account [redacted]6853.  Conn's is unable to reimburse any NSF fees charged by Mr. [redacted]'s financial institution, as Mr. [redacted] authorized the payments posted to his account.  Mr. [redacted]'s next payment due date is January 14, 2016.  Again we value Mr. [redacted] as a customer and appreciate him for bringing his concerns to our attention.    Thank you, Cheryle S[redacted]

Thank you for the opportunity to respond to Mrs.
[redacted] concerns regarding her [redacted] account.  Mrs. [redacted] stated she was supposed to have
zero percent interest on her account; however, there is interest being assessed
on the account.
Mrs.
[redacted] made her purchase through...

[redacted]. 
The purchase did not qualify for the no-interest financing promotion
offered through [redacted].  We have
attached a copy of Mrs. [redacted]s signed authorization accepting the terms of the
financing through [redacted].  If Mrs.
[redacted] has any additional questions, we ask that he contact [redacted]
regarding his account, as Conn’s does not have access to any additional account
information.  Thank you,Cheryle Simmons

Thank you for the opportunity to respond to [redacted] complaint. Our records show on9/20/16, [redacted] purchased a [redacted] 75” 4K Smart TV which comes with a 1-year limited manufacturer’s warranty; no additional coverage was purchased with Conn’s. [redacted] television was delivered and signed...

acknowledging the item was received in good order on9/24/16.   We researched [redacted] service history and found he contacted the service department on9/30/16(6 days after delivery) stating the television is not showing the full picture. A service appointment was scheduled for10/3/16; during the inspection the technician reported that the television panel has impact point damage to the unit. We have contacted [redacted] to discuss and address his concerns.   If we may be of further assistance, [redacted] may contact us at1-877-765-1513.     Kind regards,   Dyeisha W[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 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]

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 accept that Conn's has accepted the new contract but they also reported 60 days late to Transunion.  It dropped my credit rating by more than 100 points.  I have requested that this be fixed and have been told that they need a copy of my report I requested it and am waiting on receiving it.   I have basically been told by their cooperate office there is nothing they can do about it.  I do not feel like this is how you should do business with "valued customers".
[Provide details of why you are not satisfied with this resolution.]
Regards,[redacted]

Thank you again
for the opportunity to respond to Mrs. [redacted]’ concerns regarding her
account. 
 
Although Mrs.
[redacted]’ credit qualified for the no-interest financing offer, the products she purchased
did not meet the minimum price point to qualify for the no-interest
financing.  We have attached a copy of
Mrs. [redacted]’ invoice as well as the advertisement for the week of her
purchase.  None of her products met the
minimum price point for the no-interest financing.  Therefore we are unable to honor her request.
 
Mrs. [redacted] also stated we should have to tell
her why the sales associate no longer works for Conn’s.  Due to privacy policies, we are unable to
provide that information to Mrs. [redacted]. 
We respect the privacy.Thank you,Cheryle S[redacted]

Thank you for the opportunity to respond to [redacted]
complaint.  Our records show on 4/16/15, Mrs. [redacted]
purchased a...

[redacted] high efficiency washer and dryer with a (24-month Repair
Service Agreement) on both units.  After further research we found there
was a delay with completing [redacted] delivery due to the items being
delivered at a new address which was not listed on her invoice and [redacted] not being available; however as of 4/20/15 [redacted]
received her washer and dryer.  [redacted] signed her delivery ticket
acknowledging her washer and dryer were delivered and received in good
order.  We sincerely apologize to [redacted] for the experience and any
inconvenience that was caused as a result of the delayed delivery.
 
If we may be of further assistance, [redacted] may contact our
[redacted] Department at [redacted].
 
Kind regards,
 
[redacted]








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Thank you for the opportunity to respond to Mr. [redacted]’s complaint. Our records show on9/15/15, Mr. [redacted] purchased the [redacted] Grey livingroom furniture which consists of three pieces (sofa, chaise and swivel chair) that comes with a 1-year limited manufacturer’s warranty; no additional...

coverage was purchased with Conn’s.   We researched Mr. [redacted]’s service history and found he contacted us on7/7/16 regarding repair needs on all furniture pieces. A service appointment was scheduled for7/16/16; during the inspection the serviceman found the back board on the sofa had broken and the cushion cores were flat, the cushion core on the chaise defective and seat cushion on the swivel chair sagging. The serviceman ordered the parts for all units which were delivered to Mr. [redacted]’s residence on8/4/16. Mr. [redacted]’s appointment was scheduled for8/19/16; the serviceman was able to replace the cushion core on chaise and sofa but notated the structure broke on the sofa and additional parts were needed.   The serviceman also notated that the chair needed additional webbing to correct the sagging. The manufacturer approved an exchange on the sofa and the serviceman was advised to continue with repair needs on the chair. We show Mr. [redacted]’s sofa was originally scheduled for delivery on9/1/16but he refused to return the old unit upon delivery therefore; the delivery team did not deliver his new sofa.   Mr. [redacted] was re-scheduled 9/6/16and he was made aware that the old sofa would need to be returned to receive the new sofa. We show Mr. [redacted] swivel chair was repaired on 9/16/16 up to the manufacturers’ specifications.   At this time we are unable to honor Mr. [redacted]’s request; his furniture is covered under the T&C’s of the manufacturer’s warranty. Mr. [redacted]’s chaise has been repaired as of8/19/16, his sofa was replaced on 9/6/16and the repairs to his chair was completed on9/16/16.   If we may be of further assistance, Mr. [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 record show on1/13/16, Mrs. [redacted] purchased the [redacted] living room furniture which consist of four pieces (right recliner, left recliner, armless recliner and console) and elected to purchase a 36-month FurnitureGard...

Plan on the right and left recliner pieces. We researched Mrs. [redacted]’ complaint and found that she contacted our service department on 3/21/17 stating the leather is cracking and peeling on the right and left recliner furniture. A service appointment was scheduled for 3/30/17; during the inspection the serviceman found the seats on both units are fading. After reviewing the serviceman’s notes and photos provided at the time of inspections, Mrs. [redacted] was contacted on4/3/17 made aware that fading and discoloration is not covered under the Terms and Conditions of the FG Plan that was purchased. Please refer to the Terms and Conditions - Number 15 What Is Not Covered; letter (e). The photos also showed signs that the furniture is being exposed to direct sunlight which may result in the fading and other damages. At this time we are unable to honor Mrs. [redacted]’ request; based on the serviceman’s report and photos, the reported damages are not covered under warranty. If we may be of further assistance, Mrs. [redacted] may contact Customer Service at 1-877-358-1252  Kind regards, Dyeisha [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 accounts [redacted]4630 and [redacted]4631.  Mr. [redacted] stated the store ordered the wrong bed.  HE went to a different store location to get the new bed but it was put on a separate account.  He would like his interest...

rate reduced and his accounts combined.    According to our records, Mr. [redacted] signed a 32-month retail installment contract on December 23, 2015. That contract created account [redacted]4630 and included our 12-month no-interest financing promotion (“cash-option”).  On January 2, 2016, Mr. [redacted] signed a 30-month retail installment contract. That contract created account [redacted]4631 and also included our 12-month “cash-option.”  Due to the contracts being different terms and both contracts having the “cash-option,” they are unable to be combined.    On January 8, 2016, Mr. [redacted] received an invoice credit on account [redacted]4630 in the amount of $1190.74.  This credit included the $919.99 for the mattress and any applicable taxes.  Although we are unable to combine Mr. [redacted] accounts at this time, we are in the process of completing an interest recalculation on account [redacted]4630 due to the returned product.    Conn’s values Mr. [redacted] as a customer and appreciates him for bringing his concerns to our attention.

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.  
CONN's owes me $200 for the time I have had to spend getting them to stop calling me.  I have never heard of this nasty company in my life until they decided to constantly call my phone.  Having told their employees multiple time they are calling the wrong number, they still continue call.  Complaint will be closed upon payment.  
Regards,

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]

The fax number is [redacted].  I apologize for the inconvenience. 
 
 
Thank you,
 
[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.  It appears Conn's attempted to dial my OLD number and might of have been the reason I could not be reached. I accept this resolution of this credit being applied to my account.  Thank you

Thank
you for the opportunity to respond to [redacted]’s additional comments. Our
records show [redacted] contacted our service department on three separate
occasions for service on sofa and loveseat and once regarding her side chairs
however; one service appointment for the sofa and loveseat was cancelled due to
[redacted] was not home during the service appointment.
 
We
apologize for the miscommunication regarding the number of chairs [redacted]
called for service; we show four chairs were reported to service stating the
legs were wobbly and loose. [redacted] is currently scheduled to have a
technician assess her sofa, loveseat and four chairs on [redacted] as requested.
Once the serviceman inspects all merchandise, we can determine if parts are
needed to complete repairs if covered under the Terms and Conditions or if an
exchange is required. However; at this time [redacted]’s sofa, loveseat and
chairs does not meet the qualifications for an exchange, we will continue with
any necessary repairs.
 
If we may be of further assistance, [redacted] may contact customer service at [redacted].
 Kind
regards,
 [redacted]
[redacted]

Thank you for the opportunity to respond to Mr. [redacted]’s complaint regarding a purchase made under [redacted].  Our records show on4/02/17, Mrs. [redacted] purchased a [redacted] French door refrigerator with a 48-month Repair Service Agreement.  Mrs. [redacted] received a copy of...

Conn’s Return & Exchange Policy at the time of purchase.  Mrs. [redacted] elected to have her refrigerator delivered.      We researched Mr. [redacted]’s complaint and found the day of delivery (4/03/17); the delivery team arrived and found the “old” unit was still in place.  Mr. [redacted] stated he would put the old unit in the garage; Mr. [redacted] pulled it out and moved it into the desired room.  Before the “new” refrigerator could be put in position it was discovered that the doors had to be removed to install the unit.  The delivery team took the doors off andsatthem in the room the Mr. [redacted] had suggested.  The delivery team installed the refrigerator with no issue; they tested the waterline, Mr. [redacted] inspected the area and Mr. [redacted] signed off on the delivery receipt.  He signed acknowledging that he thoroughly inspected his merchandise for damages for an exchange or price concession would not be authorized for damages discovered after the delivery.  Once everything was complete, Mrs. [redacted] informed the delivery team that they hit the door knob to the garage and scraped the paint off.    Although, we are unable to determine how the alleged damages were caused either by Conn’s delivery team or Mr. [redacted] who himself moved the “old” refrigerator into the garage; Conn’s is unable to honor their request.    If we may be of further assistance, Mr. and Mrs. [redacted] may contact our Customer Service Department at 1-877-358-1252.     Kind regards,   Jana [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.  
At the time of the purchase, I was explicitly informed that the mattress protector was GUARANTEED to protect the mattress from stain transfer. The mattress protector was on the mattress at the time of the damage.  If you reference NRS [redacted], you will find that this is considered a breach of contract called a violation of express warranty, which is "an affirmation of fact or promise made by the seller to the buyer which relates to the goods and becomes part of the basis of the bargain creates an express warranty that the goods shall conform to the affirmation or promise."   
Regards,

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,
To date I have paid 907.41 which included an additional 50.00 that was outlined.  I have paid the balance in full that was indicated on my online profile.  To date after speaking with management and know the person over this response, we are still unaware of why there are additional charges.  The balance has been paid in full.  Why is there an additional amount owed?  What are the charges for? The total purchase was 857.41.  After the 50.00 fee, the total cost was 907.41. Why is the balance and payoff different?   If Conn's still cannot provide a reason for charging an additional amount outside of what their online system showed as the balance, we are requesting those fees be removed as the balance has been paid in full.