Conn's Home Plus

Thank you for the opportunity to respond to Mr. [redacted]’s complaint.  Mr. [redacted] has been contacted regarding his concerns which were addressed and resolved.  Our records show Mr. [redacted]’s delivery was completed on 9/23/15; his ** high-efficiency washer, dryer, and (2) pedestals were received...

in good order.  Due to the lack of communication and delivery delay, Mr. [redacted] was offered and accepted a $170.00 (10% concession) towards his washer and dryer.  Mr. [redacted] was advised to visit his nearest Conn’s location to have the $170.00 concession processed to his Visa credit card.  We sincerely apologize for any inconvenience Mr. [redacted] 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]Customer RelationsConn’s Inc.

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.

Thank you for the opportunity to respond to Mr. [redacted]’s concerns regarding accounts [redacted] and [redacted].  Mr. [redacted] stated he accepted an offer to combine his accounts; however, it has not been processed.    According to our records, Mr. [redacted] contacted our customer service...

department on April 1, 2016 inquiring about an option to combine his accounts.  The representative informed Mr. [redacted] that the combine process could take 30-60 days to complete and he would have to continue to make his minimum monthly payments on each account until the accounts were combined. She also informed Mr. [redacted] that account [redacted] was going to be due on April 27, 2016 and account [redacted] would be due on April 14, 2016. Mr. [redacted] stated he would visit his local Conn’s store to start the process.    On April 2, 2016, Mr. [redacted] visited his local Conn’s store and signed a retail installment contract in order to combine the two accounts.  The combine offer was rejected because we needed additional information.  We made several attempts to contact Mr. [redacted] to obtain the additional information; however, we were unsuccessful. On April 29, 2016 we mailed Mr. [redacted] a letter requesting the additional information.    On May 23, 2016 we were able to speak with Mr. [redacted] and obtain the additional information needed to complete the combine offer; however, at this time, Mr. [redacted]’s accounts were past due.  On June 11, 2016, Mr. [redacted] brought both the accounts to a current status and the combine offer is in process.    Please note, Mr. [redacted] will need to continue to make the minimum monthly payments on each account until the combine process has been completed.    Conn’s values Mr. [redacted] as a customer and appreciates him for bringing his concerns to our attention.  Thank you, Cheryle [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]’ additional concerns.  Mrs. [redacted]’ has been contacted regarding
her concerns.  Mrs. [redacted]’ will
discuss our offer with her daughter and give us a call back.
 
If we may be of further
assistance, Mrs. [redacted] may contact Customer Service at 1-877-358-1252.
 
 
 
Kind regards,
 
Kathryn James

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]

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 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 [redacted] additional comments.  As listed in Conn’s Return & Exchange Policy – No Returns/Exchange on: Furniture, mattresses, décor & accessories unless inspected by a Conn’s Service Technician and found to have a manufacturer’s defect ** See exclusion below.  If your product fails while under manufacturer’s warranty, Conn’s Factory Authorized Service will repair your product according to these warranties.  Since [redacted] last response an exchange was approved on 11/30/15; she was issued a credit up to the original amount paid which was $1,099.99 to re-select a new mattress and box spring.   [redacted] exchange was submitted and approved under the Terms and Conditions of the manufacturer’s warranty which only covers the replacement/exchange of the product(s) and not a refund; no Furnituregard coverage was purchased through Conn’s to initiate a refund. At this time we are unable to honor [redacted] request to refund/credit her account; [redacted] exchange is still valid through 1/14/16.  [redacted] may visit her nearest Conn’s location to initiate her exchange and schedule delivery.  If [redacted] has any further questions or concerns regarding her warranty coverage; she may contact [redacted] directly at 1-888-557-3782.If we may be of further assistance, [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]’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]

Thank you for the opportunity to respond to Mr. [redacted]’s additional comments. We spoke to Mr. [redacted] on 9/30/15 and addressed his concerns. If Mr. [redacted] is in need of further assistance, he may contact us at 1-866-765-1513. 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 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.

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint. Our records show on3/4/16, Mrs. [redacted] purchased a 65” ** 4K Curve TV and elected to purchase a 25-month Repair Service Agreement Plan.   We researched Mrs. [redacted]’s service history and found she contacted us on9/26/16stating the...

unit has a black screen. A service appointment was scheduled for10/3/16; during the appointment the technician found a new main board and panel was needed to complete repairs. We show both parts were ordered through the manufacture however; the parts were not scheduled to arrive until10/28/16. Our service department attempted to locate the parts locally in order to expedite repairs but was unsuccessful. We submitted an exchange request to the manufacture  however the part became available and the request was denied. Our service department contacted Mrs. [redacted] to schedule an installation date but Mrs. [redacted] informed the representative that she would need to speak to someone before scheduling.   Although we are unable to honor Mrs. [redacted]’s request; we will continue with any necessary repairs that are covered. Mrs. [redacted] may contact our service department at1-855-266-6349at her earliest convenience to schedule a installation date.   If we may be of further assistance, Mrs. [redacted] may contact us at1-866-765-1513.     Kind regards,   Dyeisha [redacted]

Mr. [redacted] will receive a written response, mailed to the address we have on file within 30 business days of the investigation being completed.

Thank you for
the opportunity to respond to Mr. [redacted]’s concerns regarding account #
433249630.  Mr. [redacted] stated he paid off
his account on August 1, 2014; however the account remains opened. 
 
According to
our records and recorded calls, Mrs. [redacted] spoke with one...

of our agents to get
a payoff quote on July 20, 2014.  That
agent quoted Mrs. [redacted] a payoff amount of $7113.32.  The agent scheduled a post-dated payment to
process on August 1, 2014 for the quoted payoff amount.  Since the payoff quote is only valid for 10
days, the account accrued additional interest from the time the payoff quote
was given on July 20, 2014 until the payment posted on August 1, 2014 which caused the account to remain opened.
 
We are in the
process of honoring Mr. [redacted]’s request to close the account as paid in
full.  Mr. [redacted] will receive a close
out letter within 30 days of the account closing.
 
We value Mr.
and Mrs. [redacted] as customers and sincerely apologize for any inconvenience they
have experienced due to this matter.  Thank you,Cheryle S[redacted]

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]

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint.  Our records show on11/27/14, Mrs. [redacted] purchased a [redacted] dishwasher that came with a limited 1-year manufacturer warranty; no additional RSA coverage was purchased through Conn’s. We researched Mrs....

[redacted]’s complaint and found she contacted us on 8/05/15; stating the dishwasher was not draining.  A service call was scheduled for 8/13/15; during the inspection the technician found the pump assy needed to be ordered.  The technician ordered the part on8/15/15 and it became available on 8/24/15; the technician completed the repairs by installing a new pump assembly on 9/03/15.   Mrs. [redacted] contacted us again; stating the unit was leaking water.  We submitted Mrs. [redacted]’s information to [redacted] (the manufacturer) for service review for a possible exchange; however our claim was denied and we were instructed to continue with repairs.   If we may be of further assistance, Mrs. [redacted] may contact Customer Service at [redacted].Kind regards,Jana A[redacted]

Thank you for the opportunity to respond to Mr. [redacted]’s complaint.  As stated in our previous response our records indicate that his signed invoice verifies that he received a copy of Conn’s return and exchange policy. We have also confirmed that Mr. [redacted] signed a voluntary repossession form and returned the television to our Conn's located in Gastonia, NC. At this time Mr. [redacted] is will still be responsible for any residual balance remaining on the account.    Kind regards, Kristal [redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s
complaint.  Mrs. [redacted] has been contacted and her concerns have been
addressed. Our records show an exchange was approved for Mrs. [redacted] on 6/05/15to replace her mattress; Mrs. [redacted] was given a credit up
to the original...

amount paid.  We show Mrs. [redacted] chose a washer instead
which was delivered and received on 6/07/15in good order.  We sincerely apologize for any
inconvenience Mrs. [redacted] has experienced during this time.
If we may be of further assistance, Mrs. [redacted] may contact
our Customer Service Department at 1-877-358-1252.
 Kind regards,
 
Kathryn J[redacted]

Based on the additional information provided we were able to
confirm a purchase was made under [redacted] and a credit was applied to
the original card on 8/3/15.  If the credit
has not posted to Ms. [redacted] credit card we ask that she contact her bank
directly for more information.  We have
included a copy of the credit slip dated 8/3/15.
Kind regards,
Kathryn [redacted]