Conn's Home Plus

Thank you for the
opportunity to respond to Mr. [redacted]’ complaint. Our records show on 3/2/14,
Mr. [redacted] purchased a [redacted] 58” Smart TV with a 49-month Repair Service
Agreement/ Accidental Plan.
 
We reviewed Mr. [redacted]’
complaint and found he has contacted our service...

department on three separate
occasions dating from 9/3/14 until 4/27/15 regarding repairs on his television.
·        
On 9/3/14- Mr. [redacted]
called for service stating the television would not play movies. Before a service
appointment was scheduled, the manufacturer attempted troubleshooting steps (as
required while under the manufacturer’s warranty) to determine if the issue
could be resolved remotely. However; the issue could not be resolved therefore
a service appointment was schedule on 9/4/14. During inspection the technician
found the main board needed to be replaced. We show on 9/15/15, the technician
installed the new main board and tested the television and the unit tested ok.
·        
On 1/26/15- Mr. [redacted]
called for service stating the television would not connect to the internet and
crackles when turned on. Mr. [redacted] did not want to contact the manufacturer
to first attempt troubleshooting steps as required while under the
manufacturer’s warranty. After the third attempt to schedule Mr. [redacted] an
appointment with the manufacturer; his service order was cancelled due to no
response.
·        
On 4/27/15- Mr. [redacted]
called for service regarding the same issue. A service appointment was originally
scheduled on 5/1/15 but was re-scheduled for 5/6/15. During inspection the technician
found parts needed to be ordered to complete repairs. Once the parts arrive we
contacted Mr. [redacted] on 5/16/15 to schedule a repair date however; he informed
us that he was only available weekdays after 6pm or weekends. Our records show
Mr. [redacted] is currently scheduled for repairs on 5/23/15.
 
At this time Mr.
[redacted]’ television does not meet the qualification for an exchange under the
Terms and Conditions of the RSA/Accidental Plan.  Futhermore, we are unable to honor Mr. [redacted]
request to receive no interest on his account for the remaining terms or
records indicate Mr. [redacted] cash option period has expired.
 
 
If we may be of further
assistance, Mr. [redacted] may contact Customer Service at 1-877-358-1252.
 
 
Kind regards,
 
Dyeisha W[redacted]

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 am refusing this offer until we receive a letter in writing from conns stating  that this account is closed and we will not have anymore contact from anyone  in regards of this case.











5/19/2015

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] complaint.  Our records show on 10/25/14, Mrs. [redacted] purchased a ** washer model [redacted] with a 48-month Repair Service Agreement.  Mrs. [redacted] signed invoice indicates at the time of purchase she acknowledged...

she was provided a copy of the Repair Service Agreement brochure and that she understood the coverage associated with the covered product.  Mrs. [redacted] elected to have her washer delivered; which was completed on 10/30/14. We researched Mrs. [redacted] complaint and found an exchange was approved on8/14/15 for Mrs. [redacted] to replace her washer.  Mrs. [redacted] was issued a credit up to the original amount paid which was $499.97 to re-select a new washer; we show Mrs. [redacted] initiated and elected the same model [redacted].  Mrs. [redacted] new washer was delivered and received in good order on 8/19/15.   After further review we show Mrs. [redacted] contacted us on 11/09/15; stating the washer was making a banging noise.  A service call was scheduled for 11/16/15; during the inspection the technician found the washer (tub) was not centered properly.  The technician adjusted the tub and ran a cycle; Mrs. [redacted] washer was working up to the manufacturer specifications. At this time we are unable to honor Mrs. [redacted] request to refund or exchange her washer.  Mrs. [redacted] washer was serviced and found to be up to the manufacturer specifications once repairs were made. If we may be of further assistance, Mrs. [redacted] may contact our Customer Service department at [redacted] 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.  
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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Thank you for
the opportunity to respond to [redacted] concerns regarding account
#[redacted].
 
According to
our records, [redacted]a signed two 32-month retail installment contracts on [redacted] 18, 2014.  One of those contracts
included a 12-month no-interest...

financing promotion and the other contract did
not. The range was supposed to be added to the contract that included the
12-months no interest financing; however, it was listed on the contract that
did not qualify for the promotion.
 
We are going
to manually calculate the 12-months no-interest financing offer for account
#[redacted], which did not originally qualify for the promotion. 
 
Please note,
it may take 7-10 business days for the process to be completed.
 
We value [redacted] as a customer and sincerely apologize for any inconvenience she has
experienced due to this matter. Thank you,[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,
 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.

Our records show on 12/2/14, our [redacted] location
received the new 2014 [redacted] into inventory retailing
$649.99.  The older model [redacted] was also available at the
time and had been discounted to $ 498.88 at a close out price.  Mrs.
[redacted]...

chose the lesser of the two as indicated on her signed invoice which
has been attached to our response.  Therefore, we are unable to honor her
request.  
Kind regards,
Kathryn [redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’ complaint.  We researched Mrs. [redacted]’ complaint and found her issue had been addressed.  Our records show Mrs. [redacted] was contacted and informed that an exchange had been approved to replace her adjustable bases.  We show...

Mrs. [redacted] initiated her exchange on 11/27/16 and elected (2) [redacted] adjustable bases [redacted] ([redacted]).  Mrs. [redacted] elected to have her bases delivered; which was completed on 11/28/16.  Again, we sincerely apologize to Mrs. [redacted] for any inconvenience she experienced during this process.  If we be of further assistance, Mrs. [redacted] may contact our Customer Service Department at 1-877-358-1252.   Kind regards,  Jana A[redacted]

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to Mr. [redacted]’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, 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.)      that he contacted service to repair his sofa due to squeaking and we have sent two technicians out to repair the but he continues to have issues.   Our investigation reveals that: 1.)      our records show services were rendered according to the warranty terms.     Our records show on7/02/16, Mr. [redacted] purchased the [redacted] Sectional living room furniture which consists of three pieces (left sofa, left corner sofa and daybed) and elected to purchase a 36-month FurnitureGard Plan. Mr. [redacted] contacted service on1/11/17stating the seat cushions is sinking on all three furniture pieces. A service appointment was scheduled for1/25/17to assess the units. During the inspection, the serviceman reported that he found the left sofa sectional with two flat cushion cores and loose boards on the bottom of the unit. The serviceman also found that the left corner sectional boards were loose and was able to re-attach the boards with screws on both units to render minor repairs. Also, the serviceman notated that the customer stated nothing was wrong with the daybed but requested to have the unit inspected however; no defects were found with the unit. Our records show we ordered two new cushion cores from the manufacturer to complete the repairs on the left sofa sectional. We show a different serviceman returned to Mr. [redacted] residence on4/08/17and installed the new cushion cores.  After further review of Mr. [redacted]’s service history, we are unable to find where he has contacted us regarding any additional repairs to his furniture since his unit was successfully repaired on4/08/17. At this time we are unable to honor Mr. [redacted]’s request. We attempted to contact Mr. [redacted] to further discuss but was unable to reach him.  If Mr. [redacted] is in need of service, he may contact our Service department at1-855-266-6349to schedule an appointment to have a serviceman re-evaluate his service needs.

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,
  Is anyone at the Revdex.com reading these responses by Conn's? This last response from Conn's has a lot of contradictions that I'm surprised that no one at the Revdex.com has caught on to the games Conn's has been playing to skirt the issue. The issue is" THE WASHER THEY SOLD ME WAS DEFECTIVE.Read their statements carefully and you'll notice their nonsense. If this issue cannot be resolved soon. I will have no other alternative but to seek legal assistance in this matter. Thank you.

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.

Thank you for
the opportunity to respond to Ms. [redacted]’s concerns regarding account
[redacted]0030.  Ms. [redacted] stated she paid
her account balance in full; however, the account remains opened. 
According to
our records, Ms. [redacted] submitted a payment in the amount of $235.10...

on
September 20, 2015.  Due to a system error
an additional payment in the amount of $235.10 was processed on September 21,
2015.  On September 24, 2015 the payment
processed on September 21, 2015 in error was reversed.  Ms. [redacted] also disputed that payment with
her financial institution on October 31, 2015 and the payment was reversed a
second time causing Ms. [redacted]’s account to reopen. 
As of December
14, 2015, the payoff amount on the account is $235.10.  Please note, the payoff amount may update
daily.  If Ms. [redacted] chooses to pay the account
balance in full, we ask that she contact us the day she plans to submit the
payment for an up-to-date payoff quote. 
We have
attached a copy of Ms. [redacted]’s payment history for her records. 
We value Ms.
[redacted] as a customer and appreciate her for bringing her 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.  
I am not satisfied with the resolution, when we requested for a tech to come to my house to look at the furniture, we requested for them to come when an adult was present. There was no adult present there was only teenage girls in the home at the time. They did not know the extend of the severity and the comcren we had regarding the furniture. Second why would I want the same furniture to be just swaped out I want something different, I DO NOT want to go through this situation AGAIN!! Exchange it for something elsethat WORKS!!! I do not want the same sofa or love seat it will do the same thing it did before. Exchange it for something different or take it back. The dinning table and chairs have not been brought up at all and there are issues with this product as well. I will take picture or video and will attached it this email once I have them so you could see the crap we got and what they want us to work with...The last severeal respoinses from the company said there was no issue eith the furniture and that it did not meet for an exchange, but finally someone came by and said there is an issue and now they want to exchange the furniture.. I kept saying there was something wrong with the furniture.  You see that there is something wrong....I don't accept the companies offer and dont want to replace the furniture I want something different...Thank you,[redacted]

Thank
you for the opportunity to respond to [redacted]. [redacted]’s complaint. Our records show on [redacted];
[redacted]. [redacted] purchased the [redacted] Putty furniture set which...

consist of
three pieces (sofa, love seat and wedge) all with a 1-year limited
manufacturer’s warranty and received a free 32” television with her purchase.
 After
further review, we found [redacted]. [redacted]’s wedge was damaged upon delivery
therefore; an exchange was approved and her new wedge was delivered on
[redacted]. We show [redacted]. [redacted] was offered a delivery concession of $139.99 due
to the inconvenience. Our records show [redacted]. [redacted] contacted Conn’s delivery
the same day stating the wedge was damaged. A representative from our delivery
team went to [redacted]. [redacted]’s residence the following day ([redacted]) to take
photos of the alleged damages. After reviewing the photos provided by the
delivery team, [redacted]. [redacted]’s initial claim for an exchange was denied. [redacted].
[redacted]’s complaint has been escalated to upper management for review, after
further consideration Conn’s has agreed to exchange her wedge. [redacted]. [redacted] may
contact her nearest Conn’s location to initiate the exchange. 
Although
we are unable to honor [redacted]. [redacted]’s request to return her furniture and
receive a refund, we have submitted a request to process [redacted]. [redacted]’s
delivery charge of $139.99 as well as $100.00 to her account as originally
offered.
 If
we may be of further assistance, [redacted]. [redacted] may customer service at
[redacted].
 
Kind
regards,
 
[redacted]
[redacted]

Thank you for the opportunity to respond to Ms. [redacted] concerns regarding account [redacted].  Ms. [redacted] stated she would like the NSF fees returned that assessed with one of her payments.    According to our records, Ms. [redacted] scheduled a payment in the amount of $188.62...

through Conn’s online webpay on July 15, 2016.  On July 27, 2016 that payment was returned by Ms. [redacted]’ financial institution due to insufficient funds.  We have included a copy of Ms. [redacted]’ payment confirmation for her records.    Conn’s respectfully disagrees that we should refund the NSF fees in the amount of $75.00 as Ms. [redacted] entered the payment information.    Conn’s values Ms. [redacted] as a customer and appreciates her for bringing her concerns to our attention.    Thank you, Cheryle [redacted]

Thank you for the opportunity to respond to Mr. [redacted]'s additional comments. After further review our records show Mr. [redacted] service order was cancelled in our system. However; we were able to confirm with our service technician that he did inspect Mr. [redacted] washer on 3/8/17 and found that the washer was up to manufacturer's specification, no defect was found. As mentioned in our previous response, the technician reported that the small amount of water left in the dispenser after a washing cycle is normal. The technician also suggest leaving the door of the washer opened slightly after the wash cycle to allow. the water to dry or wipe the unit dry. Again, Mr. [redacted] has not contacted our service department regarding any further repair needs to his washer since the unit was last inspected on 3/8/17. If Mr. [redacted] is in need of service he may contact our Service Department at 1-855-266-6349 to schedule an appointment.At this time Mr. [redacted]'s washer does not meet the qualification for an exchange.

Thank you for the opportunity to respond to Mrs. [redacted]’ complaint. Our records show on 10/29/16; Mrs. [redacted] purchase a [redacted] washer and dryer retailed at $799.97 each but buy the items for the sales price of $589.99 each. We contacted the store manager regarding Mrs. [redacted]’ complaint and...

found Mrs. [redacted]' came into the store during our Black Friday promotional offer to take advantage of Conn’s price guarantee on both her washer and dryer. Mrs. [redacted] was made aware that our price guarantee does not apply to our Black Friday ads as this is an additional promotional offer. We were able to verify that within Mrs. [redacted]’ 30-days of purchase, both models were listed in our regular sales ad for $549.99 each. Therefore; we agreed to issue a credit of $86.60 to Mrs. [redacted]’ account although the deal expired.At this time we are unable to honor Mrs. [redacted]'s request; Conn's Price Guarantee states: Low Price Guarantee; We want you to be confident in your purchase from Conns HomePlus. If you find the same item advertised in the weekly print ad at an established retailer (excluding Internet-only competitors) within 30 days of your purchase, we'll match it*. No questions, no hassles. It's that easy.*Includes in-stock products only and those without other promotional, finance or clearance offers. Price match policy does not apply to computers. If we may be of further assistance, Mrs. [redacted] may contact us at 1-866-765-1513. 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.  
Thank you for attempting to reach a solution with Conn's but it is difficult to do because they are so dishonest.  This company lack integrity which is what I will tell everyone I encounter.  The truth of the matter is on Monday morning, June 5, I received a call from a Conn's technician who stated he was coming to remove the pedestal from the washer.  He and another man did come to do this.  When I attempted to wash a load after this service, the machine continues to go through the cycles and not power off  It is not working.  I called the service department to report this on Tuesday, June 6 requesting a refund again.  I was told I had to go into the store for this transaction.I went to Conn's on US59 where I purchased the washer and was told neither manager, Art and Justin, were available to talk to me but I could wait.  I decided to call back.  I called back and talked the Justin.  He informed me this problem should not have lasted this long and I should have gotten a replacement washer.  I agreed.  He told me he had to phone corporate to get permission to do so.Michelle from corporate phoned me, stated since I have not had a service call since March, I needed another one and the machine would be replaced.  I informed her this was no true, a technician had been to my home on Monday.  I was transferred without my knowledge to the call center where ANOTHER service appointment was set for June 15.  This is the truth.  Conn's are liars.
Regards,[redacted]