Conn's Home Plus

Thank
you for the opportunity to respond to Mrs. [redacted]’s complaint. Our records
show on 10/25/15, Mrs. [redacted] purchased a ** washer and dryer and elected to
purchase a 24-month Repair Service Agreement. Mrs. [redacted]’s products were
delivered and received in good order on...

11/1/15.
 
We
researched Mrs. [redacted]’s complaint and found she contacted our service
department on 12/7/15 stating the washer was not agitating or spinning. A
service appointment was originally scheduled for 12/9/15 however; Mrs. [redacted]
re-scheduled her appointment for 12/13/15. During the inspection the technician
found parts were needed to repair. Once the parts were received Mrs. [redacted]
was scheduled for installation on 12/19/15 however; during the installation it
was found that the incorrect parts were received and a new order needed to be
placed to receive the correct parts to complete the repairs. Our records show
there is a part delay therefore Mrs. [redacted] has been approved from an
exchange under the Terms and Conditions of the manufacturer’s warranty.
 
We
attempted to contact Mrs. [redacted] on 1/6/16 regarding her approval but were
unsuccessful and left a voice message. Mrs. [redacted] may visit her nearest
Conn’s location to initiate her exchange. We sincerely apologize for any
inconvenience Mrs. [redacted] experienced during this process.
 
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]’s additional comments. Our records show we mailed Mrs. [redacted] a copy of her general loan ledger on 8/25/15 to the address we have on file. We apologize if the information requested has not been received in a timely manner. We have attached a copy of Mrs. [redacted]’s invoice showing the warranty has been cancelled for the ** washer and dryer, ** French Door refrigerator and ** electric range. We have also attached a copy of Mr. [redacted]’s Loan Ledger which show we processed the following credits: $639.38 (warranty returned), $100 (price concession in lieu of gift card), and $166.86 (finance charge recalculation); no additional credit is due. Again, we sincerely apologize for any inconvenience Mrs. [redacted] experienced during this process. If we may be of further assistance, Mrs. [redacted] may contact Customer Service at 1-877-358-1252. Kind regards, Dyeisha W[redacted]Customer Relations

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 issue. The facts they are stating are incorrect. Also, I am not a man. The mattress was delivered on 10/4 to me damaged after I was told I was going to have a new one, different from the one they got at the warehouse on 10/3. After an additional day, I still got a damaged mattress and was told I would've given a discount (word they used) as well as a new mattress after 3 days.  I am not interested in doing business with Conn's and want the mattress off my account completely. The fact that they can't get their business in order is ridiculous. 
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.  No one from Conn's contacted either of us to discuss this issue, arrangements were in place to pick up the "new" microwave from the Lake Charles store on Tuesday, November 1st after 3 pm.  (He also stated if the microwave was not on the truck he would have someone go pick up)  At 12:20 pm [redacted] received a call from Conn's stating they would be delivering the microwave on Thursday, November 3rd.  Which at that time he stated one was to be picked up that day at the Lake Charles store.I called the Lake Charles store as instructed by the store manager to assure the microwave was sent via Conn's truck.  The manager stated he would call me as soon as he checked.  An hour later I called the store again asking to speak with the manager, but was put on hold for over 10 minutes.  I hung up calling back and asked if they could check the status, after being put on hold again, she stated the microwave had not arrived.  I had made arrangements to take off of work (again) to go pick up the "new" microwave.  After dealing with this issue, repairmen who seemed to not know how to replace parts and told you they had a more important customer to get to and could not and would not wait or accept your assistance to remove the microwave from the cabinet (but wanted to know what time husband would be home to have him assist) - customer service who put you on hold for extreme amounts of time then to transfer your call to a "billing department" which had nothing to do with service or repairs.  [redacted] was highly upset about this and stated he would prefer to return the microwave to Conn's.  They stated this could not be done.  But this was in fact done, Friday October 28th I returned to microwave to the Lake Charles Store and the manager credited/returned the cost of the microwave and the extended warranty to the original invoice.  He then added the new microwave to the invoice (same price as originally cost)Since the first microwave could and was credited/returned to the original invoice then the second could as well.  Also stated the first microwave was delivered only - yes it was and was plugged into existing wall outlet - there were no installation requiredFirst microwave worked for 3 months and stopped heating - first repairman ordered the parts but second repairman would not / did not know how to repariAgain no one from Conn's has called to discuss the issue with either of us
Regards,Suzanne Cormier

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 to [redacted]’s complaint. Our records show on [redacted].
[redacted] purchased the [redacted] dining set which consist
of  five pieces ( dining table and four
chairs) with a 1-year limited manufacturer’s warranty.
 
On...

[redacted], we attempted to contact [redacted] to discuss her
concerns however; we were unsuccessful in our attempts. After further review
and research of **. [redacted]’s complaint, Conn’s has agreed to exchange her
dining set. We sincerely apologize for any inconvenience [redacted]
experienced as a result of delay.
 
 
If we may be of further assistance, [redacted] may contact us at
[redacted].
 
 
[redacted]

Thank you for the opportunity to respond to Mr. [redacted]’s complaint. Our records show on 9/11/15, Mr. [redacted] purchased a [redacted] King mattress and received two free [redacted] King/Twin XL box springs with his qualified purchased. Mr. [redacted] mattress and box springs were delivered and...

received in good order on9/12/15. Conn’s delivery team assembled the mattress and box springs on a bed frame previously owned by Mr. [redacted]; no frame was purchased with Conn’s. Mr. [redacted] contacted our service department on 2/6/16 stating the mattress is sinking in on one side. A service appointment was scheduled for 2/16/16; during the inspection the serviceman found the mattress had a ½’ body impression and no center support. Mr. [redacted] has been advised that his mattress does not meet the qualification for an exchange under the Terms and Conditions of the manufacturer warranty or FurnitureGard Plan purchased. As outlined in [redacted]’s warranty T & C’s; Queen and King size mattresses must have appropriate frame with center support. Sagging or body impression greater than 1 ½’ will only be covered if the mattress has been continuously supported by matching  or equivalent box springs and used with appropriate frame.   At this time we are unable to honor Mr. [redacted] request for an exchange; based on the serviceman’s report the mattress had a ½’ body impression with no center support. We suggest Mr. [redacted] make the appropriate adjustments on his bed frame to ensure the mattress and box springs or being used properly. Once the adjustments have been made, Mr. [redacted] may contact our service department to schedule an appointment if he continues to have any issues.    If we may be of further assistance, Mr. [redacted] may contact Customer Service at1-877-358-1252. 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.]
Regards,I talked to some one from conns she said she would send me a break down on what im paying on so I would know for sure .so I can pay of bill that was on 3/16/15 havent heard anything .all I WANT IS TO PAY OF WHAT I OWE AND BE DONE WITH CONN FOR GOOD.

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
[Provide details of why you are not satisfied with this resolution.]That again is the same thing thats been happening since day one of complaint. Your companys lack of professionalism is not a good excuse to not be liable for damages.
Regards,

Thank you
for the opportunity to respond to Mrs. [redacted]’s compliant. Our records show on
4/28/15, Mrs. [redacted] purchased a [redacted] washer with a 1-year limited
manufacturer’s warranty.
 
After
reviewing Mrs. [redacted]’s service needs, Conn’s has agreed to issue an exchange
on her washer....

Mrs. [redacted] will be contacted by our Conn’s delivery team to
schedule a date to receive her new washer. We sincerely apologize for any
inconvenience Mrs. [redacted] experienced during this process.
 
If we may
be of further assistance, Mrs. [redacted] may contact our Customer Service
department 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.  Reading the response from Conn's, I still do not agree with what they are saying.  According to the ledger they provided, it states the Original Loan AMount: 2559.00.  That is incorrect, according to my receipt my orginial loan amount (including the insurance, which was later removed) was 1964.00.  that is the amounti financed.  The amount provided by Conns, 2559.00, that includes finance charges totaling 595.00, for a 30 month payment plan.  I have already paid 1000, and would have paid it in full had the amount been correct, so why am I being charged for the full amount of the finance charges?  All of my credits and what nots should have been subtracted from teh 1964, not the 2559.  This is unfair to be charged for interest that I have not used, since I would have paid it off within a month, but since my totals are not correct it has moved it from one month to almost 3 months.  Regards,
[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]

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.  
The reason I don't accept the resolution Conn's has provided is because it is NOT an accurate account of what transpired during the process of requesting to combine my payments! Looks like Mrs. S[redacted] left out all of those many lies that transpired between the first Emailed document and the one in the mail! This is a battle of their word against mine! Why would someone keep telling me since January that they are working on another combined contract and I'm just finding out a document was mailed in December 2015 in January of 2016!!! I would like to escalate this complaint to their office in [redacted]! 
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.  
[Provide details of why you are not satisfied with this resolution.]
Regards,
 Had Conns listened real good to that "recording" on February, 4th, 2017, they would have heard the young lady say(paraphrasing) "OK Mr. [redacted], you're all set until your next payment in March..."Conns should had at that time cancelled any bank/ATM card payments because my account was brought up to date. Additionally, why does it take a complaint made to the Revdex.com for Conns to give me a response to my complaints, especially considering I not only made my concerns known to those I spoke with on the phone,but also wrote a letter to Conns' home office, neither of which gave me a written, nor a phone response? UPDATE 3/22/2017: For the past two weeks, I have asked Conns, via telephone, to send me a PAPER final bill so I can pay this account in full, and have been repeatedly  told "We don't do that...let'ssettle this with a bank card over the phone..." Settle this over the phone? The [redacted] phone payment is what started this whole mess! Here is my solution: Mail me a final bill, forget about the $160.00 Conns owes me in overdraft and service fees, and we can part ways. Might as well, Conns management doesn't have the professionalism to call or write me to settle this matter.

Thank you for the opportunity to respond to **.
[redacted]’s concerns regarding his accounts.  **.
[redacted] stated his accounts were supposed to be combined; however, they were
not.
 
We have...

spoken to **. [redacted] and instructed her to
return to the store to sign a replacement contract.  We have also
contacted the store to ensure both accounts will be combine
properly. Thank you,[redacted]

Thank you for the opportunity to respond to [redacted] concerns regarding account [redacted] stated he scheduled his payment online but it attempted to process from his closed account.    According to our records, [redacted] scheduled a payment in the amount of $186.34...

on December 5, 2015.  That payment was returned by his financial institution due to the account being closed.  [redacted] notified us on December 6, 2015 that he thought he scheduled the payment from the incorrect account.  We were unable to assist him at that time because the payment had not yet been returned. On December 11, 2015 the payment was returned by [redacted] financial institution due to the account being closed.  On December 20, 2015 [redacted] scheduled a payment for $50.00 and a payment for $136.34.  This left an outstanding balance of $30.00 due to the NSF fee. As a one-time offer and a gesture of goodwill, we will accept the amount paid and close the account.    Conn’s values [redacted] as a customer and appreciates him for bringing his concerns to our attention.   Thank you, Cheryle S[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.  
[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,

Thank you for the opportunity to respond to Mr. [redacted]’s complaint.  Our records indicate that on 11/19/15 Mr. [redacted] purchased a [redacted] Range with a 36- month Repair Service Agreement.  He also received a copy of the Conn’s Return and Exchange Policy at the time of...

purchase;  his signed invoice acknowledges that he received a copy of the Return and Exchange policy.  Our Return and Exchange Policy states: 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 manufacturer’s warranty or Conn’s RSA, Conn's Factory Authorized Service will repair your product according to these warranties.  On 11/20/15 Mr. [redacted]’s furniture was delivered as promised.  After reviewing Mr. [redacted] complaint, we show that on 12/31/16 Mr. [redacted] contacted Conn’s service department stating that his range was leaking between the glass. It was determined by our servicemen that corrosion had occurred in the range and to repair the door needed replacing. Due to corrosion not being covered under the terms of the warranty, the service order was canceled and closed. Mr. [redacted] contacted us again on 2/20/17 stating the oven would not ignite. Upon inspection we were not able to find anything wrong with the range and he was advised on how to properly use the range. Mr. [redacted] contacted us most recently on 3/23/17 stating that his range would not ignite.  We currently have parts on order. Once the part arrives we will schedule to complete service. At this time we will not be able to honor Mr. [redacted]’s request, he will have to continue with service to determine if further repair or replacement is covered under warranty.  If we may be of further assistance, Mr. [redacted] may contact our Customer Service Department at1-877-358-1252.  Kind regards, Kristal [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.

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]