Conn's Home Plus

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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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 has said we can get anything in the store for the same price as the sofa and love seat, however when we picked an item we wanted they said we had to pay $500 upfront in order to have it delivered if we wanted the warranty. Common sense I'd we want the warranty becauseof what happened with the couches. They will not finance the $500 warranty. Given all the crap we have had to deal with, we feel that's the least they can do!
[Provide details of why you are not satisfied with this resolution.]
Regards,

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to Ms. Mikell’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, Ms. Mikell may contact Conn’s regarding questions...

by calling our Customer Service Helpdesk at [redacted] or on-line at www.conns.com.  Ms. Mikell has stated in the complaint: 1) she contacted us for service, and after two exchanges, she requested a refund but was told we could not issue a refund; and 2) that she was unable to speak with a district or corporate representative.     Our investigation reveals that: 1) Ms. Mikell’s recliner has been exchanged twice as listed under the Terms and Conditions of the manufacturer’s warranty. Conn’s Return and Exchange Policy states; No Returns/Exchange on Furniture, mattresses, décor & accessories unless inspected by a Conn's Service Technician and found to have a manufacturer's defect. If your product fails while under manufacturer's warranty, Conn's Factory Authorized Service will repair your product according to these warranties and; 2) Ms. Mikell was contacted by a corporate representative on 5/13/17 and advised that we are unable to issue a refund but was reminded that she was approved for an in-store credit to re-select new furniture.   Our records show on 1/30/17, Ms. Mikell purchased a Catnapper Malone Vino Power Recliner which comes with a 1-year limited manufacturer’s warranty. Ms. Mikell did not elect to purchase additional coverage with Conn’s. We show Ms. Mikell elected to pick up her recliner from our Conn’s located in Chattanooga, TN and signed her invoice acknowledging the item was received in good order.   We researched Ms. Mikell’s service history and found that she contacted our Service Department the following day (1/13/17) stating the recliner footrest would not extend and the recliner was leaning forward. Ms. Mikell’s service appointment was scheduled for 2/10/17. During the inspection, the serviceman found the seat and back frame was separated but was able to use a drill and screws to brace the seat and back frame. The serviceman reported that the motor was hesitating and notated a new motor was needed to complete the repairs. Once we received the new motor, Ms. Mikell was scheduled for installation on 3/15/17.  Upon installation, the serviceman found that the part did not correct the problem therefore on 3/16/17 Ms. Mikell was approved for an exchange for the same model  The new recliner was delivered and Ms. Mikell signed acknowledging the item was received in good order on 3/25/17. Ms. Mikell declined to purchase additional coverage with Conn’s HomePlus.   Our record show Ms. Mikell contacted our service department again on 4/14/17 stating that her new recliner moves sideways when sat on. A service appointment was scheduled for 4/29/17. During the inspection, the serviceman found the recliner was non-repairable and submitted a request for an exchange. On 5/3/17, Ms. Mikell was approved for an in-store credit of $799.99 to re-select one furniture piece. We show MS. Mikell re-selected the Man Wah Sabine Recliner which was delivered in good order on 5/20/17. We have no records showing that Ms. Mikell has contacted us regarding any additional concerns sine her new recliner was delivered.   Conn’s values Ms. Mikell as a customer and appreciates her for bringing her concerns to our attention.

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.

Thank you for the
opportunity to respond to [redacted] complaint. Our records show on
1/11/15, [redacted] purchased a [redacted] washer with a 24-month Repair
Service Agreement Plan. [redacted] elected to pickup his washer the same day
from our Conn’s located in [redacted]...

[redacted]
 
After further review and
research, we have no records that [redacted] has contacted our service
department regarding any issues he is experiencing with his washer. On 5/4/15,
a service representative attempted to contact [redacted] to schedule a
service appointment however; they were unsuccessful and were unable to leave a
voice message.
 
Although [redacted]
washer does not meet the qualifications for an exchange at this time; he may
contact our Service Department at [redacted] to schedule an appointment to
have a service technician assess the unit.
 
If we may be of further
assistance, [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.  
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,

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]

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 have read response from Conns and it is, OBVIOUS they will not take responsiblity for their poor actions and will not accept the fact that Conns sold me  a Manufactory Defective TV this damage was confirmed my their own Tech that was sent by Conns to veiw damage it is upsetting to me on how the Major world wide corporation handles their dis- satisfied customers I want to make it clear that Yes I confirmed no Physical Damage on TV but merely a internal manufactory Damage  TV So we understand internal means inside not outside there is no way that could have not been done my myself or during transition this TV had this defect upon building.  Your poor communication by your so called trained salesman was terrible you see allthough we signed contract not one is presented in hand this contract is emailed making it  hard to read at that moment which I feel the salesman should, review with the consumer these are important facts to know at time of purchase but In my situation  the salesman failed miserably Conns, only reached out to me for repair only because their tech confirmed damage otherwise Conns could careless they made their sale another thing I will point out is at the time of contact $734 dollars, was, added to my purchase amount when I asked salesman what is, this charge he stated oh thats, our insurance mind you this salesman did not even mention to us, until I asked this should, have been my que to opt out this is, the shady kind of smthings Conns, does to its, consumer I faxed in my homes owners, insurance to have this charge removed on 9/26/16 this has not bern removed from my account $734 is, alot of money so Ms. [redacted] what response, do you have on this charge and why is it still on my account ?  I do not agree with how Conns has, treated this poor outcome I am very dis satisfied with this Comany I will take further action and have written every local news channel so that I can take this to the media on how Conns sold me a defective TV I want consumers, to know beware of the shady contracts poor communication and defective products I will never shop here again and will let everyone I know how this Company cheated me. 
Regard,  [redacted]

Thank you
for the opportunity to respond to [redacted]’s complaint. Our records show on 11/10/10,
[redacted] purchased a ** washer with a 48-month Repair Service Agreement Plan
and received delivery in good order on 11/14/10. We received [redacted]
complaint and found she contacted...

our service department on several occasion
dated from 2/17/12 to 9/15/14 regarding her washer.
 ·        
On
2/17/12 [redacted] contacted us stating the lid on the washer makes a popping
noise on the right side when you lift the lid. The technician replaced the
bracket, top cover, and ASM valve; unit tested ok
·        
On
2/18/13 [redacted] contacted us stating the bleach dispenser was not
dispensing bleach. The technician cleaned the bleach dispenser and checked the
unit; unit tested ok no parts were required for service.
·        
On
9/11/13 [redacted] contacted us stating the washer makes a knocking noise when
spinning.  The technician did not find
any problems with the unit and reported the unit working properly; normal sound
level.
·        
On
10/17/13 [redacted] contacted us stating the washer will not drain and making
knocking noise. [redacted] cancelled service appointment with the 3rd
party service team.
·        
On
11/2/13 [redacted] contacted us stating the washer fills up then stops, does
not go through any cycles. The technician installed a new control board and
pump; unit tested ok.
·        
On
11/20/13 [redacted] contacted us stating the washer is making a knocking
noise. The technician repaired the harness to drain the pump; unit tested ok no
parts were required for service.
·        
On
9/15/14 [redacted] contacted us stating the washer is making a loud noise and does
not spin water out during the spin cycle. The technician replaced the PCB
assembly display and motor assembly; unit tested ok.
 As of
10/7/14; we have no further indications of any issues regarding [redacted]’s
washer since the last completed service call. At this time [redacted]’s washer
does not meet the qualification for an exchange. We sincerely apologize for any
inconvenience [redacted] experience during this process.
 
If
we may be of further assistance, [redacted] may contact us at [redacted]
 
Kind
regards,
 
 
[redacted]

Thank you again for the opportunity to respond to Mr. [redacted]'s concerns regarding account [redacted] and [redacted].  We are unable to combine Mr. [redacted]'s accounts due to the small balance owed on account [redacted].  We value Mr. [redacted] as a customer and appreciate him for bringing his concerns to our attention.

Thank you for the opportunity to respond Mrs. [redacted]’s additional comments.  As previously mentioned in Mrs. [redacted]’s original response; she contacted us stating her [redacted] laptop/tablet 2-N-1 would not connect to the Wi-Fi.  Mrs. [redacted]’s unit was received by service; during the inspection the technician tested Mrs. [redacted]’s laptop/tablet 2-N-1 and the unit passed all functional tests.  The technician also updated all system drivers optimized unit was working up the manufacturer specifications.  Since Mrs. [redacted]’s last complaint; we did not find a new service order on file.  Multiple attempts were made to contact Mrs. [redacted] to have a remote technician assess her repair needs, but we were unsuccessful in our attempts.  At this time we are unable to honor Mrs. [redacted]’s request to return or exchange her [redacted] laptop/tablet 2-N-1.  Again, for further assistance Mrs. [redacted] will need to contact our service department at 1-855-266-6349 to have a remote technician assess her repair needs. If we may be of further assistance, Mrs. [redacted] may contact our Customer Service Department at 1-877-358-1252.  Kind regards,  Jana A[redacted]

Thank you for the opportunity to respond to Mrs. [redacted] complaint.  Our records show on11/19/14, Mrs. [redacted] purchased a [redacted] high-efficiency washer and electric dryer with a 24-month Repair Service Agreement on both, a [redacted] dishwasher that came with a limited 1-year manufacturer’s...

warranty, and a ** electric range that also came with a limited 1-year manufacturer’s warranty.  Mrs. [redacted] declined to purchase any additional RSA coverage on her dishwasher and range; we confirmed Mrs. [redacted] manufacturer’s warranty for her dishwasher and range expired on11/21/15.  Mrs. [redacted] elected to have her appliances delivered; which was completed on11/21/14.   After researching Mrs. [redacted] complaint we found she contacted us on 10/11/16; requesting to have service on her dishwasher and range.  Mrs. [redacted] was advised that the appliances were no longer covered under warranty as of November 2015.  Mrs. [redacted] was informed of Conn’s trip charge fee ($146.06) if she wanted to have her items assessed. At this time we are unable to honor Mrs. [redacted] request to credit her account, exchange, or repair her appliances at no cost.  Mrs. [redacted] manufacturer’s warranty expiredNovember 2015and no additional RSA coverage was purchased through Conn’s to review other options.  If Mrs. [redacted] is in need of service it will be an out of pocket expense.   If we be of further assistance, Mrs. [redacted] may contact our Customer Service Department at1-877-358-1252.      Kind regards,     Jana [redacted]

Thank you for the opportunity to respond to [redacted] complaint.
Our records show on **/09/14, [redacted] purchased a 70” [redacted] 3D Smart
television with a 1-year limited manufacturer’s warranty and elected to pickup
his television from our [redacted], ** location.
 
We received [redacted]...

[redacted] complaint and found he contacted our
service department on **/13/14 stating small raindrops shapes appears from top
of screen  going to the bottom. A service
appointment was scheduled for **/15/14; upon inspection the technician
contacted the manufacture to assist with the repair needs. Our records show on **/17/14; we submitted a request to the manufacturer for a possible exchange
however; the manufacturer is requesting additional information for further
review.
 
Although we have not received a response from the manufacturer, as
a gesture of good will Conn’s is willing to exchange [redacted] television. [redacted] may visit his nearest Conn’s location to initiate the exchange. We
sincerely apologize for any inconvenience [redacted] experienced as a result of
the delay.
 
If we may be of further assistance, [redacted] may contact us at [redacted].
 
 
Sincerely,
 
[redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint.  Our records show on 6/13/16, Mrs. [redacted] purchased a [redacted] side by side refrigerator with a 24-month Repair Service Agreement.  Mrs. [redacted] received a copy of Conn’s Return & Exchange Policy at the time of...

purchase.  Our Return & Exchange Policy state: A consumer has 30-days from the date the item is received to return or exchange (appliances and electronics) with the required 15% restocking fee and if your product fails while under the manufacturer’s warranty or Conn's RSA, Conn's Factory Authorized Service will repair your product according to these warranties.  Mrs. [redacted]’s refrigerator was delivered on 6/15/16. We researched Mrs. [redacted]’s dispute, and found that she contacted us on 9/10/16; stating the water flow was slow when dispensing.  The manufacturer dispatched a certified 3rd party provider to assess Mrs. [redacted]’s refrigerator; during the inspection, the technician found that the filter needed to be replaced.  Mrs. [redacted] disagreed and requested a second opinion.  On the same service order, a different technician went out assessed Mrs. [redacted]’s refrigerator and fixed the filter and waterline issue.  Mrs. [redacted] contacted us again on 1/02/17; stating her refrigerator was dispensing slowly.  A service call was scheduled; during this inspection, the technician found an issue with the waterline at the filter base.  On1/11/17, the technician, fixed the issue with the waterline and filter base.  At this time Mrs. [redacted]’s refrigerator does not meet the qualifications for an exchange.  Therefore, at this time we are unable to honor Mrs. [redacted]’s request to exchange her refrigerator.  Mrs. [redacted]’s refrigerator has been repaired under the Terms and Conditions of her warranty coverage. If we may be of further assistance, Mrs. [redacted] may contact our Customer Service Department at 1-877-358-1252.  Kind regards, Jana A[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,
 I would like a credit on my account. I contacted ** and they came out to fix my appliance. I also would like my hardwood floors fixed where the dishwasher leaked on them and messed them up. The store manager of the Spartanburg Conns has pictures of where my floors were damaged. The store manager even gave me a replacement line when I went into complain off another dishwasher. My floors were only a few years old and now you cant even walk on them without cutting your foot.

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.  
[They didn't fully address all of my concerns or acknowledge fact I was given incorrect information that resulted in me getting a 30 day marking on my credit report. 
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.  
I feel that Conn’s is participating in unfair business practices by failing to deliver products in satisfactory condition. Under the Consumer Protection Act, it is known that if the goods are not of what is expected (brand new and of working order) from the consumer, the consumer does not have to accept the product and does not have to pay for it. Upon immediate observation of the corrupted computer, I have returned the computer to the Conn’s location of which purchase was initially made. The importance of having a functioning product in immediate possession was highly stressed to the store manager. The store manager set an expectation of having a functioning product in my possession was not met and which resulted in the remedies of being untimely. Additionally, while it is unethical to deliver products that are non-operative and demand payment, it is also unethical to charge the consumer for a product that the consumer does not hold possession. Conn’s response states the unit has been returned to their service department on 8/9/17, which clearly indicates the intention of keeping/reselling the product. I would like to know what the company’s intention with the unit being sent back to their service department is and what is the future intention on delivering a product of satisfaction to my possession since I am being charged for it. 
Regards,

Thank you for the opportunity to respond to Mr. [redacted] complaint.  Our records show on 12/13/15, Mr. [redacted] purchased a [redacted] (Course Super) king mattress that came with a limited manufacturer warranty and (2) [redacted] (Motion Perfect2) KG/TWN XL adjustable bases with a 36-month...

Furnituregard Plan on both bases.  We confirmed Mr. [redacted] mattress qualified for [redacted] 120-Day Comfort Guarantee (In Home Trial).  Mr. [redacted] signed invoice indicates at the time of purchase he acknowledged he was provided a copy of Conn’s Return and Exchange Policy which states: No Returns/Exchanges on - Furniture, mattresses, décor & accessories unless inspected by a Conn’s Service Technician and found to have a manufacturer’s defect **Mr. [redacted] elected to have his items delivered; which was completed on12/19/15.  We researched Mr. [redacted] complaint and found he contacted us on12/28/15 regarding his mattress; stating the unit had a lump in the middle.  A service call was scheduled; during the inspection the serviceman found the mattress had a hump in the middle running length of the bed and felt like a hole was in the material on each side of the bed.  We show Mr. [redacted] contacted us on 1/27/16; Mr. [redacted] was reminded that his mattress qualified for [redacted] Comfort Guarantee and he would need to contact his local Conn’s for further assistance.  After further review we found an exchange was approved on2/05/16 under the Terms and Conditions of the manufacturer warranty.  Mr. [redacted] was issued a credit up to the original amount he paid which was $1,699.99 to reselect a new mattress.  Mr. [redacted] may visit his nearest Conn’s location to reselect and schedule delivery.  In regards to Mr. [redacted] adjustable bases; we are unable to exchange the bases.  Conn’s has a No Return and Exchange Policy on furniture and mattress unless inspected by a Conn’s Service Technician and is found to have a manufacturer’s defect.  If Mr. [redacted] is in need of service on for his adjustable bases; he may contact [redacted] at [redacted] to schedule an appointment.         If we may be of further assistance, Mr. [redacted] may contact our Customer Service department at [redacted] Kind regards,  J[redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint.  We researched Mrs. [redacted]’s complaint and found there was a delay processing her concession.  As of8/31/16, Mrs. [redacted]’s concession in the amount of $240.00 was submitted and we confirmed it posted to her account on...

Friday (9/02/16).  We sincerely apologize for any inconvenience Mrs. [redacted] experienced caused by the concession delay.   If we may be of further assistance, Mrs. [redacted] may contact our Customer Service Department at1-877-358-1252.     Kind regards,     Jana [redacted]

Thank you for the opportunity to respond to Mr. [redacted]’s additional comments.  As of 9/28/16, Mr. [redacted] has been contacted and a mutual agreement has been reached.  We appreciate Mr. [redacted] as a valued customer and for bringing his concerns to our attention.  Again, 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 1-877-358-1252.  Kind regards,  Jana A[redacted]