Conn's Home Plus

Thank you for the opportunity to respond to Ms. Holiday’s concerns regarding receiving flyers. Ms. Holiday stated she no longer wishes to receive promotional offers from Conn’s.   We have removed Ms. Holiday’s information from our promotional offers.  Please note, Ms. Holiday may receive...

a promotional offer within the next 14-21 days as some offers may have already been sent.  We ask that Ms. Holiday please ignore any offers she may receive in that time.   Conn’s appreciates Ms. Holiday for bringing her concerns to our attention.

Thank you for the opportunity to respond to [redacted]
complaint.  Our records show on 7/29/14, [redacted] purchased a [redacted]...

microwave with a (limited 1-year
manufacturer warranty) which does not cover installation.  [redacted]
declined to purchase any additional RSA coverage on his OTR microwave.  The
OTR microwave was delivered and installed on 7/31/14.
 
Our records show [redacted] has been contacted and Conn’s has
agreed to reinstall her microwave as a gesture of goodwill. We show the
microwave was re-installed on 5/31/15
and [redacted] signed her delivery/installation receipt acknowledging the microwave
was reinstalled in good order.
 
Although we are unable to honor [redacted] request to exchange
her microwave; we have completed the reinstallation as a courtesy. 
 
If we have be of further assistance [redacted] may contact us at
[redacted].
 
We have included a copy of [redacted]'s signed
delivery/installation receipt in our response.
 
 
Kind regards,
 
Jana [redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint. Our records show on5/28/16, Mrs. [redacted] purchased a [redacted] French door refrigerator which comes with a 1-year limited manufacturer’s warranty; no additional coverage was purchased. Mrs. [redacted] refrigerator was...

delivered on5/29/16and signed acknowledging she received the items in good order.   We researched Mrs. [redacted]’s service history and found she contacted our service department on6/22/16stating her refrigerator is not working properly. A service appointment was scheduled for6/23/16, the technician reported multiple issues were found with the refrigerator and submitted a request through the manufacture to have the unit exchange. However; the request was denied and we were advised to continue with service needs. Mrs. [redacted] service appointment was scheduled with a 3rdparty service provider ([redacted]) to continue with repairs. We show Mrs. [redacted] called in stating the technician from [redacted] showed up without notice and she is unhappy with provider as they have bad review. Mrs. [redacted] requested an exchange but was informed the unit did not meet qualifications at this time. On8/10/16, Mrs. [redacted] contacted our service department again stating the refrigerator is making a loud noise. A service appointment was scheduled with a Conn’s technician on8/11/16. The technician stated he contacted the manufacturer while at Mrs. [redacted]’s residence in attempts to get the unit as they were not satisfied with repair needs. However; the manufacturer denied the request again and scheduled an appointment with their service technician to re-assess the unit. Our records show on8/29/16, the manufacturer approved an even exchange which was scheduled to be delivered on 8/30/16.  When we spoke with Mrs. [redacted] she requested to reschedule delivery for 9/2/16. We sincerely apologize for any inconvenience Mrs. [redacted] experienced during this process.   If we may be of further assistance, Mrs. [redacted] may contact us at1-866-765-1513   Kind regards,   Dyeisha W[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 **. [redacted]’s concerns regarding account
#[redacted].  **. [redacted] stated he was
charged double for his products and for the Repair Service Agreement.  He also stated we picked up the product and
he was not credited in...

return.
 
According to
our records, **. [redacted] signed a 32-month retail installment contract on
[redacted].  This contract included
a [redacted] Sofa, a [redacted] Loveseat, the repair service agreement on both
items, a [redacted] cocktail table, two [redacted] end tables, a 32” tv that he
received for free due to a promotion, and delivery.
 
**. [redacted]
received an invoice credit in the amount of $[redacted] for the cocktail table and
the end tables on [redacted].  He
received another invoice credit in the amount of $391.73 for the pro-rated amount
of the repair service agreements on [redacted], as well as a delivery
credit in the amount of $139.99 on [redacted]. 
 
After further
review, we credited **. [redacted]’s account an additional $58.25 for repair
service agreement as a one-time offer and a goodwill gesture. 
 
We are
obligated to provide accurate information to the credit bureaus and are unable
to remove any credit marks earned by **. [redacted].  We have provided a copy of his signed retail
installment contract as well as his payment history for his records. 
 
We value **.
[redacted] as a customer and appreciate him bringing his concerns to our
attention.  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 Mrs. [redacted]'s 
concerns regarding mail she has been receiving.
 
We have place a cease and desist on Mrs. [redacted]'s address so she will not receive any further mailings.  Please allow up to 24 hours for the cease and desist to...

process.  We ask that if Mrs. [redacted] receive any further mailings after the 24 hours, that she contact us so we may investigate further.,We value Mrs. [redacted] as a customer and sincerely apologize for any inconvenience she has experienced due to this matter.Thank you,Cheryle [redacted]

We attempted to contact Mrs. [redacted] on 6/30/15; however, we were unable to reach her at the time.We spoke with Mrs. [redacted] and she understood the damage she reported was not covered by the warranty.  She asked for assistance locating the material needed to repair her furniture or provide her with a contact the would be able to assist her.  We have contacted the vendor and the repair company we use in attempts to locate the material and found it is no longer available.

Thank you
again for the opportunity to respond to **. [redacted]’s concerns regarding his
account.
 
On [redacted], [redacted]. [redacted]
called our automated system and obtained a payoff balance of $1834.68.  On [redacted], [redacted]. [redacted] made a payment
of $1684.68.  This left an outstanding
balance of $150.00 remaining on the account. 
**. [redacted] called out automated system again on [redacted], [redacted] and
[redacted], [redacted] and was notified both times that there was an outstanding
balance of $150.00 remaining on the account. 
**. [redacted] called the automated system once more on [redacted], [redacted] and
received a payoff quote of $164.62 because the account had begun to accrue
interest.
 
**. [redacted] financed a total of
$3639.40. This included $3171.70 for the product and $467.70 for property
insurance. He paid $3183.06.  The
insurance would have been prorated if he paid the account off with in the
12-month promotion; however he shorted the quoted payoff by $150.00.  **. [redacted] called the automated system on
several occasions after he submitted the payment for $1684.68 and was aware
there was still an outstanding balance on the account.  
 
**. [redacted] stated he faxed in a
copy of his homeowner’s insurance on two different occasions; however, we have
not received proof of insurance. 
 
We are unable to process **.
[redacted]’s request to reinstate the no-interest financing because the account
balance was not paid in full before the end of the 12-month no-interest
financing promotion.

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]

Thank you for the opportunity to respond to Mr. [redacted]’s concerns regarding account [redacted]. Mr. [redacted] stated he paid his account balance in full, but the account remains opened.   According to our records, Mr. [redacted] signed a 34-month promissory note and security agreement on February 21,...

2017.  He paid the account balance in full on March 20, 2017.  Due to a system issue, Mr. [redacted]’s account did not immediately close.  As of April 10, 2017, Mr. [redacted]’s account has been closed with no late fees or delinquent credit marks.   Mr. [redacted] will receive a close-out letter in the mail within 30-days of the account closing date.   Conn’s values Mr. [redacted] as a customer and apologizes for any inconvenience he experienced due to this matter.

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 Mr. H[redacted]s
complaint. We received Mrs. [redacted]’s complaint and found that her issue has
been addressed. Our records show on 1/9/16, Mrs. Huff-[redacted] was delivered
and received a new sofa. We attempted to contact Mrs....

Huff-[redacted] on 1/21/16
to verify if she is satisfied with her new sofa but were unsuccessful and
left a voice message.

We sincerely apologize for any inconvenience
Mrs. Huff-[redacted] experienced as a result of the delay.

If we may
be of further assistance, Mrs. Huff-[redacted] may contact Customer Service at
1-877-358-1252.
 
Kind regards,
 
Dyeisha W[redacted]

Thank you for the opportunity to respond to [redacted] additional comments. Upon delivery; [redacted] refused delivery stating
the refrigerator was not in the same condition as inside the store and
requested the item be returned. The refrigerator was returned and a full credit
of $4,070.70 was submitted to cancel [redacted]’s invoice; no account has been
setup due to merchandise was never received.  As mentioned in our previous
response(s), [redacted] purchased a floor
model refrigerator and has been advised that we no longer have another “floor model” refrigerator available. As
previously stated, we are unable to offer [redacted] a new factory sealed
refrigerator for the same price she was offered for the floor model she
originally selected.
 
As of 4/11/15; [redacted] credit application with
Conn’s has been cancelled due to the application has gone unused for more than
45 days. If [redacted] would like to make an additional purchase with Conn’s she
would need to submit a new credit application.
 
[redacted] has rejected our offer to receive $100
gift card to use towards a new purchase; at this time we are unable to offer
any additional compensation.
 
 
If
we may be of further assistance, [redacted] may contact customer service at
[redacted]
 
 
Kind
regards,
 
[redacted]

Thank you for the opportunity to respond to Mr. [redacted]’s concerns regarding account [redacted].  Mr. [redacted] stated he would like a price match on his television, the insurance removed from his account and his “cash=option” reinstated.    According to our records, Mr. [redacted] signed...

a 32-month retail installment contract on January 9, 2016.  That contract included our 12-month no-interest financing promotion (“cash-option”).  Per the terms of the “cash-option,”  the “cash-option is void if the required monthly payment is not paid within 10 days of each month’s due date or the unpaid portion of the Total Cash Option is not paid within 10 days of the expiration date of January 9, 2017.  Mr. [redacted]’s total “cash-option” price was $6600.54.  This amount included $6565.98 for the merchandise and $34.56 for property insurance.  Mr. [redacted] paid a total of $6231.59 on the account on or before the “cash-option” expiration date.  Since the “cash-option” terms were not met, the original terms and conditions found in the retail installment contract replaced the “cash-option” addendum.  We have included a copy of Mr. [redacted]’s payment history and signed “cash-option” addendum for his records.    Mr. [redacted] also stated he was charged an additional $200.00 for property insurance.  The total amount charged for property insurance was $92.10.  Due to this being a secured retail installment contract, the merchandise must be insured with property insurance, either purchased through Conn's or provided by the customer under their own homeowner's or renter's policy until the contract is paid in full. In the event the customer has an alternative insurance policy, they are able to send that policy into our insurance department to receive full credit if presented within 30 days of the purchase date or prorated if after this time as long as the declaration pages shows coverage from the date of purchase to the present date. Our records do not indicate that we have received proof of insurance from Mr. [redacted].  He may fax a copy of his homeowner’s or renter's insurance declaration page to our insurance department at 855-593-5465. We ask that Mr. [redacted] please note his account number on the fax for faster processing.   Additionally, Mr. [redacted] stated he inquired about a price match on his television and it was denied.  Our records indicate that the television Mr. [redacted] purchased went on clearance.  Our Low Price Guarantee excludes clearance offers.    Conn’s values Mr. [redacted] as a customer and appreciates him for bringing his concerns to our attention.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
I'm not being provided those documents. Please email them to [redacted] or mail them to my home. My home address is [redacted].I'm not understanding why Im not owed a refund.  As stated in your response my payments went to a closed account. I feel that since Conn's could not handle the task of moving payment from one account to another sending me a refund would solve that issue. Per representatives with Conn's I was behind on my payments but I showed that my payments cleared my bank and was received by Conn's.  Thanks for your fast response.
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.  
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]

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.  Sent: Sunday, January 17, 2016 3:01 PM Subject: Re: You have a New Message from Revdex.com Regarding...

Complaint #[redacted]Dear [redacted] : This message is in regard to your complaint submitted on 12/28/2015 against Conns Appliance, Inc..  Your complaint was assigned ID [redacted]. You recently filed a complaint on the above mentioned company.  The last we heard from you the issue was not resolved.  Please provide us with an update and advised which items (if any) remain unresolved. Please complete and return it as soon as possible. Are the issues resolved?   No If no, what issues remain outstanding? No one has tried to reach out to me concerning a replacement mattress, but I'm sure they will be calling for a payment very soon. Did you ever file your case through the court system?  No I have no filed a case through the courts.   Signature: [redacted]  Date: January 17, 2016

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 this point it is obviously seen here that Conn's is making a point to not take care of this matter all of these documents are just standard documents and none of these support anything! There delivery guy took a picture of the dishwasher that was delivered that sat in my kitchen at the time I was on the phone with his manager that told me he was going to take care of this whole situation who has just pawned it off on to other people who in return everyone else has done the same thing and no one has DONE ANYTHING TO RESOLVE IT AND STILL HASN'T! a serial number on the dishwasher isn't going to verify that it was brought out to my house in new or used condition. If you get online and [redacted] and Revdex.com and look at your complaints I am not the only one dealing with these types of problems and Conn's refuses to handle their customer service issues.Secondly, why would we waste another day of a works pay to sit here and wait a Conn's to send another service tech out to look at this dishwasher after we have already called [redacted] ourselves! I am not sure where you are getting your information from and I am not seeing any documents attached here either. As far as the stove range goes it was the first VIABLE COMPLAINT made with Brian the day after delivery of all three pieces we purchased and if it wasn't a VIABLE COMPLAINT we wouldn't have received a credit on the price of it! This company really has a lot of work to do and the CUSTOMER SERVICE HAS THE MOST IMPROVEMENT. This is the last opportunity honor us to exchange this dishwasher immediately or else I am going to take this to the next level, because I WILL NOT PAY FOR A USED NOT PROPERLY FUNCTIONING DISHASHER THAT I AM BEING CHARGED A NEW FULL PRICE FOR!!! I have went above and beyond, I have been kind and patiently waited for this ridiculous company to handle my situation in a fair professional manner and now its the end of the straw. It just amazes me that a NEW COMPANY in the area would stoop this low and risk this negative publicity  for something this small with someone hey have no idea who I am or know in this town. A company should never be willing to not solve their customer complaints to a positive outcome for all their customers not matter the circumstances, because their customers are the life of their business. This is a statement I always train my employees with and we have always been successful company!We strive to go above and beyond to please our customers and I guess I feel that I should get the same treatment wherever I go.I look forward to Conn's response.
Regards,
[redacted]
 











9/28/2015






Complaint

My grandmother called in to Conn's on August 3rd, 2015 to make a payment to her account. The representative she spoke to somehow accessed my account, which is under a different name and accounts numbers, and made an unauthorized payment to my accounts with her credit card number. The representative...

also set up automatic payments to my account using her debit card. Since then, she has been getting harassing collection calls every day because the payments have been getting applied to the wrong account. She has also gotten charged late fees by the company. Conn's has so far been unable to correct the issue and hasn't given an explanation as to how she was able to call in and access my account over the phone when my grandmother didn't have my account numbers.







Desired Resolution

I would like the payments that were applied to my accounts on 8/3 and 9/1 in the amounts of $56.84 and $58.93, respectively, credited to her account so her account can be brought current and she will stop receiving collection calls. She also needs to be credited back for any late fees incurred.

Consumer Business Dialog

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.  
[This agreement was signed before the store employees handled my tv and put it in my vehicle I have no way of know that the tv was not broken by the handling by store employees after being expected by me. I feel that this is bad business etiquette and I have been doing business with Conns for a few years now and until this experience I was very satisfied with the service I receive.
Regards,