Conn's Home Plus

Thank you for the opportunity to respond to Mr. [redacted]’s complaint.  We sincerely apologize to Mr. [redacted] for his experience and any inconvenience that has been caused regarding this matter.  Mr. [redacted] has been contacted and agreed to our resolution.  Again, we sincerely apologize to...

Mr. [redacted] for his experience. We have included supporting documents in our response. If we may be of further assistance, Mr. [redacted] may contact Customer Service at 1-877-358-1252.  Kind regards, Jana [redacted]

Thank you for the opportunity to respond to Mr. [redacted]'s concerns regarding collection calls he has received.  According to our records, the telephone number Mr. [redacted] provided was linked to a Conn's account in error.  We have placed a cease communication on the telephone number...

provided.We appreciate Mr. [redacted] for bringing his concerns to our attention and sincerely apologize for any inconvenience he may have experienced due to this matter.   Thank you, Cheryle S[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.  ----I ABSOLUTELY DO NOT AGREE WITH CONN'S RESPONSE TO MY COMPLAINT AND COMPLETELY REJECT IT!!!I did not find out that Conns was even going to come out with the correct parts until THAT DAY!!!! AND I ALREADY WENT OUT OF TOWN ON VACATION.  2- Mr. [redacted] has been contacted by a member of management regarding his concerns; ----- THIS IS AN ABSOLUTE LIE!!! NO MANAGER HAS EVER CALLED ME BACK AT ALL AND THE REASON I WAS ABLE TO SPEAK TO A MANAGER IS BECAUSE I WENT TO THE ACTUAL STORE AND SAT THERE UNTIL A MANAGER HELPED ME!!! 3- Mr. [redacted]’ dryer does not meet the qualification for an exchange at this time due to the reschedules initiated by the customer. ----THIS IS AN ABSOLUTE LIE !!! I HAVE NEVER EVER RESCHEDULED ANY TYPE OF REPAIR WITH CONNS!!! EVER !!!! HOW DARE A COMPANY LIKE THIS IS LYING ABOUT A VETERAN OF THE US THAT SERVED IN THE ARMY AND I AM COMPLETELY DISABLED.  I HAVE NO REASON TO LIE AND I AM ALWAYS HOME.  The technician “Jerry rigged” the timer for it to work. All the dryer did was spinning the drum and not producing heat to dry the clothes. I AM PAYING MORE FOR MY SERVICE CONTRACT - WARRANTY THAN I DID ON MY DRYER ALL TOGETHER.  CONN'S REPAIR MEN HAVE TOLD ME THAT THEY COULD NOT GET THE PARTS AND THEY DID NOT KNOW WHAT TO DO.  I AM A DISABLED VET AND I DESERVE TO HAVE THE SERVICE THAT I PAID FOR!!!! I have been with Conns for over 7 years!!!ALSO, PER CONNS THEY STATED THAT A WOMAN BY THE NAME OF MS [redacted] CALLED AND CANCELED MY APPT FOR REPAIR THAT DAY!!! THAT IS JUST A STRAIGHT LIE ... I AM NOT MARRIED, OR HAVE A GIRLFRIEND OR ANY WOMAN IN MY HOME...WHEN I CALLED THE REPAIR TECH HE SAID THE ---HE---- CALLED THE WRONG NUMBER!!! I HAVE BEEN TREATED VERY POORLY AND I BELIEVE DISCRIMINATED AGAINST DUE TO MY AGE OR WHO I AM.  I CALLED AND CALLED CORPORATE TOO AND ACTUALLY LET THE PHONE RING OVER 30MIN WITH OUT ANYONE ANSWERING THE PHONE  Our records show on 4/27/16, Mr. [redacted] purchased a ** washer and dryer and elected to purchase 48-month Repair Service Agreement Plan. We researched Mr. [redacted]’ complaint and found that he first contacted our service department on 6/22/16 stating his dryer is making a squeaky noise. A service appointment was scheduled for 6/25/16.  During the inspection, the technician found the vent was blocked and was able to remove the blockage to complete minor repairs. Our records show on 4/27/16, Mr. [redacted] purchased a ** washer and dryer and elected to purchase 48-month Repair Service Agreement Plan. We researched Mr. [redacted]’ complaint and found that he first contacted our service department on 6/22/16 stating his dryer is making a squeaky noise. A service appointment was scheduled for 6/25/16.  During the inspection, the technician found the vent was blocked and was able to remove the blockage to complete minor repairs. Mr. [redacted] contacted our service department again on 9/8/16 regarding the same issue. A new service appointment was scheduled for 9/9/16. During the inspection, the technician found parts were needed to complete the repair. Once we received the parts, Mr. [redacted] was scheduled for installation on 9/16/16. The technician installed a new bearing top, sleeve bearing and drum to complete repairs. Our record show Mr. [redacted] last service call with Conn’s was received on 6/5/17 stating the dryer is not drying his clothing. A service appointment was scheduled for 6/13/17. During the inspection, the technician found parts were needed for repair. Once we received the parts, Mr. [redacted] was scheduled for installation on 7/6/17.  However; upon installation, the technician found the incorrect parts were received and had to re-order the correct parts. We received the correct parts from the manufacturer, and Mr. [redacted] was scheduled to have all parts installed on 7/21/17.  On the day of service, someone called in and identified herself as Mrs. [redacted] and requested to reschedule for the following weekend.  Mr. [redacted] called 7/22/17 and requested to reschedule service for the morning of 8/4/17 because he was going to be out of town. At this time Mr. [redacted]’ dryer does not meet the qualifications for an exchange. We will continue with any covered repair needs and listed under the Terms and Conditions of the repair Service Agreement Plan. We sincerely apologize for any inconvenience Mr. [redacted] may have experienced as a result of the delay.                 Conn’s values Mr. [redacted] as a customer and appreciates him for bringing this matter to our attention.2)    Mr. [redacted] has been contacted by a member of management regarding his concerns; and3)    Mr. [redacted]’ dryer does not meet the qualification for an exchange at this time due to the reschedules initiated by the customer. Our records show on 4/27/16, Mr. [redacted] purchased a GE washer and dryer and elected to purchase 48-month Repair Service Agreement Plan. We researched Mr. [redacted]’ complaint and found that he first contacted our service department on 6/22/16 stating his dryer is making a squeaky noise. A service appointment was scheduled for 6/25/16.  During the inspection, the technician found the vent was blocked and was able to remove the blockage to complete minor repairs. Mr. [redacted] contacted our service department again on 9/8/16 regarding the same issue. A new service appointment was scheduled for 9/9/16. During the inspection, the technician found parts were needed to complete the repair. Once we received the parts, Mr. [redacted] was scheduled for installation on 9/16/16. The technician installed a new bearing top, sleeve bearing and drum to complete repairs. Our record show Mr. [redacted] last service call with Conn’s was received on 6/5/17 stating the dryer is not drying his clothing. A service appointment was scheduled for 6/13/17. During the inspection, the technician found parts were needed for repair. Once we received the parts, Mr. [redacted] was scheduled for installation on 7/6/17.  However; upon installation, the technician found the incorrect parts were received and had to re-order the correct parts. We received the correct parts from the manufacturer, and Mr. [redacted] was scheduled to have all parts installed on 7/21/17.  On the day of service, someone called in and identified herself as Mrs. [redacted] and requested to reschedule for the following weekend.  Mr. [redacted] called 7/22/17 and requested to reschedule service for the morning of 8/4/17 because he was going to be out of town. At this time Mr. [redacted]’ dryer does not meet the qualifications for an exchange. We will continue with any covered repair needs and listed under the Terms and Conditions of the repair Service Agreement Plan. We sincerely apologize for any inconvenience Mr. [redacted] may have experienced as a result of the delay.                 Conn’s values Mr. [redacted] as a customer and appreciates him for bringing this matter to our attention.
Regards,

mso-fareast-font-family:"Times New Roman"">Thank you for the opportunity to
respond to [redacted]’s complaint.  We researched his concerns and found
his refrigerator was repaired on [redacted].  We followed up with **.
[redacted] on [redacted]; during the
conversation Conn’s offered to credit his account $[redacted] due to the service
delay and food loss.  We asked that [redacted] please allow 7-10 business
days for the credit to post to his Conn’s account.  We sincerely apologize
to [redacted] for the experience and any inconvenience that was caused as a
result of a part and service delay.   
 
If we may be of further
assistance, [redacted] may contact our Customer Service Department at [redacted].


 
Sincerely,
 
[redacted]










2/13/2015






Complaint

We bought two power recliners and a power recliner love seat from Conn's in [redacted] ([redacted]). The initial delivery date was set for [redacted]. We received a telephone call from the store manager, [redacted], to see if Conn's could deliver the furniture sooner. We agreed to have the...

furniture delivered on [redacted]. On [redacted], Conn's delivered three pieces of furniture, two power recliners and a loveseat. One of the recliners was damaged (it had a large stain on the back cushion.) We told the driver we would not accept the chair because it was damaged. He called the warehouse and an unknown person asked if we would take a discount for the chair. We stated we wanted a new chair. Conn's agreed to deliver another chair the following day. On [redacted], Conn's again delivered a replacement chair. However, this chair did not have a power cord to connect to the wall. The chair was a "power recliner" and needed to be plugged into an outlet. Once again, the driver called the warehouse and Conn's stated they would deliver a power cord the following day. However, we ultimately decided we did not want the chair. Conn's did not deliver the power cord the next day, [redacted]. We called Conn's and requested that they come pick up the chair because it did not have a power cord and therefore, we could not use the chair. Conn's has refused to come pick up the chair or deliver a power cord. We have a chair that we can not use and Conn's is refusing to return and pick up the chair. We spent a substational amount of money for the chairs and loveseat. We have called the store manager, [redacted], multiple times, however he stated he would have to contact the District Manager. We have called the warehouse and spoke to the manager, [redacted], who also stated she would look into the matter and call us back. We have contacted Conn's Corporate offices as well, trying to resolve this matter. All we receive as feed back is someone will call you. No one seems to want to help us.
Product_Or_Service: [redacted] power recliner (2) and power loveseat
Order_Number: [redacted]







Desired Resolution

DesiredSettlementID: Other (requires explanation)
We want Conn's to return to our home and pick up the chair that does not work. We have a $[redacted] chair in our basement that we can not use because it does not have a power cord. We want the $[redacted] credited to our account.

Consumer Business Dialog

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]

Thank you again for the opportunity to respond to Mr. [redacted]'s concerns regarding his account.  We have attached a copy of his payment history for his records showing the insurance credit for $627.59. If Mr. [redacted] has any additional questions he may contact our customer service helpdesk at 877-358-1252,.Thank you,Cheryle [redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  
  Ok. That is fine.

Thank you for
the opportunity to respond to Mr. [redacted]’s concerns regarding account[redacted].
Mr. [redacted] stated he provided a copy of his homeowners insurance, but he has
not received credit on his accounts.
 
According to
our records, Mr. [redacted] signed a second 32-month retail...

installment contract on
June 27, 2015.  This contract created
account [redacted]. 
 
On July 20,
2015, we received proof of Mr. [redacted]’s homeowner’s or renter’s insurance.  An insurance credit was applied to account
[redacted] in the amount of $627.59.  This
credit includes $475.45 for the property insurance and $152.14 for any
applicable taxes or finance charges.  We have
attached a copy of Mr. [redacted]’s payment history showing the insurance credit,
for his records.
 
We value Mr.
[redacted] as a customer and appreciate him for bringing his concerns to our
attention.  Thank you,Cheryle [redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint. Our records show on8/29/16, Mrs. [redacted] purchased a ** dishwasher and elected to purchase Conn’s dishwasher replacement installation service. We show Mrs. [redacted] dishwasher was delivered and signed acknowledging the item was...

received in good order on8/31/16; no damages were reported at the time of delivery.   We contacted the delivery manager regarding Mrs. [redacted]’s complaint and were advised that upon installation, the delivery team reported that there was no outlet pipeline on the garbage disposal to attach the drain hose. The manager stated he spoke to Mrs. [redacted] who informed him that the garbage disposal was already broken and she would replace the unit and self install. Mrs. [redacted] was advised that the delivery team could return to her residence to complete the installation once the garbage disposal was repaired however; she declined the offer. Our records show Mrs. [redacted] contacted our Customer Service department on9/18/16stating the delivery team was not able to complete installation because they broke her garbage disposal when attempting to install dishwasher and requested to have disposal replaced. Mrs. [redacted] was advised that there were no reports that the delivery team damaged her garbage disposal during delivery as well as this issue was not reported during the post call she received to verify delivery was complete.   Although we are unable to honor Mrs. [redacted]’s request to replace her garbage disposal, Conn’s will return to complete the installation once the repairs has been made to the disposal. We have attached a copy of Mrs. [redacted]’s delivery ticket with our response.   If we may be of further assistance, Mrs. [redacted] may contact us at1-866-765-1513.   Kind regards,   Dyeisha [redacted]

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to Mrs. [redacted] 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, Mrs. [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.  Mrs. [redacted] has stated in the complaint: 1)      When her television was delivered the unit was not taken out of the box to be inspected and later found the screen was cracked; and 2)       She is requesting an exchange.       Our investigation reveals that: 1)    Mr. [redacted] ‘s delivery receipt was signed acknowledging the unit was inspected and was aware no damage or price concession would be given for damages found after delivery; and 2)    Mr. [redacted]s television was approved for an exchange under the Terms and Conditions of the Repair Service Agreement Plan.     Our records show on 6/24/17, Mr. [redacted] purchased a 55” [redacted] 4K TV and elected to purchase a 36-month Repair Service Agreement with Accidental Damage Coverage. Mr. [redacted]s television was delivered and signed acknowledging the item was thoroughly inspected and received in good order on 6/26/17.   We researched Mrs. [redacted]s complaint and found that she contacted our service department on 7/3/17 stating when she opened the box the screen was cracked on the television. An assessment call was scheduled for 7/6/17 to determine the cause of the reported damages, and Mrs. [redacted] was instructed to provide photos of the damaged unit.   After further review of the photos provided by Mrs. [redacted], she was contacted on 7/12/17 and made aware that the television was approved for an exchange under the Terms and Conditions of the Repair Service Agreement Plan.   Our records show a new television was delivered and received in good order on 7/13/17. We have no records showing that Mrs. [redacted] has contacted us regarding any further issues she is experiencing since the new television was delivered.   Conn’s values Mrs. [redacted] a customer and appreciates her for bringing this matter to our attention.

Thank you for the opportunity to respond to [redacted].
[redacted]’ concerns regarding account #[redacted].  [redacted]. [redacted]
stated her contract was incorrect and she had to have the store manager fix the
account. 
 
We have credited [redacted]. [redacted]’ account in the amount of
$48.84. ...

Once the credit posts to the account, we will submit the account to
close.  Please allow 10-14 business days for the credit to post and the account
to close. [redacted]. [redacted] will receive a close-out letter
within 30 days of the account closing.
 
We value [redacted]. [redacted] as a customer and sincerely
apologize for any inconvenience she has experienced due to this matter. Thank you,
[redacted]

Thank you for
the opportunity to respond to Ms. [redacted] concerns regarding account
[redacted].  [redacted] stated she is
disputing the charge of the dryer on her account because it is not drying
clothes and would like the dryer removed from her account. [redacted] also
stated she...

would like all delinquencies removed from her credit report.
According to
our records, [redacted] signed a 32-month retail installment contract on
February 15, 2014.  This retail
installment contract included a dryer as well as other furniture pieces,
appliances and electronics. 
[redacted]
stated she called and reported that the dryer was not drying properly; however,
there are no service calls on file for [redacted].  If [redacted] would like to schedule service
on the dryer she may do so by calling [redacted] to schedule a service
call. 
[redacted]
stated she is disputing the cost for the dryer and would like it removed from
her account.  The dryer is outside the
return or exchange period; therefore, we are unable to remove the dryer from
the account. 
We are
obligated to report factual information to the credit bureaus and are unable to
remove the negative credit marks assessed on the account due to
non-payment. 
We have
attached a copy of Ms. [redacted] signed retail installment contract and 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 [redacted]

According to our records and recorded calls, [redacted] made several attempts to schedule a payment for $62.47 for extensions to bring her account current; however, the attempts to process the payment failed due to NSF.  Since [redacted] authorized the payments we are unable to refund the NSF fees she has assessed due to the payment attempts.  [redacted] also stated she was informed that she would be able to take advantage of the [redacted] insurance she purchased with her account.  [redacted] requested the paperwork so she could file a claim with the insurance company.  We complied with that request; however, Conn’s cannot determine if a claim will be paid by the insurance company.  When requested, the necessary documentation mailed to the customer in order for them to file the claim.  That completed information is forwarded to the insurance company for review.  The insurance company determines if a customer’s claim will qualify or be rejected

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I have been in contact with the local store and we are working together for resolution. I have a six-piece sectional and was informed that Conn's no longer carries my couch so they have offered full replacement.  I was in the local store yesterday evening and there are no other couches currently available that even come close in style, color, height and power options to what we have so we are trying to assess all options. The local store representatives have been incredibly nice and helpful to get us to resolution.

Thank you for the opportunity to respond to [redacted]. [redacted]’s additional
comments. Conn’s agreed to offer [redacted]. [redacted] 10% off to keep the refrigerator
she reported damages although she signed her delivery ticket acknowledging she
received her unit in good order. We appreciate [redacted]. [redacted] business with us and
although we are unable to honor her request, Conn’s is willing to extend her
the option to return or exchange her refrigerator with a 15% restocking fee.
[redacted]. [redacted] has already received a check in the amount of $104.00
for delivery delay.
If we may be of further assistance, [redacted]. [redacted] may contact us directly
at [redacted].
 
 
[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 would also like the gift cards the salesman promised me, I cannot guarantee I will ever shop at Conns again. See the text message attached. 
Regards,

Thank you
for the opportunity to respond to [redacted]’s complaint. Our records show on [redacted],
[redacted] purchased a [redacted] washer and dryer with a 1-year limited
manufacturer’s warranty. On [redacted], [redacted] contacted us stating the dryer is
making a loud noise and will not turn on. A service appointment was scheduled
for [redacted]; upon inspection the technician found the fan and assembly duct needed
to be replaced and ordered the parts. Once the parts became available [redacted]
was scheduled for [redacted]; upon installation the technician found the strap had
broke since the last service call and determined more parts were needed to
complete the repairs. Our records show some of the parts needed for repair were
not immediately available therefore on [redacted]; we submitted an exchange
request to the manufacture for a possible exchange. Although we are still
waiting on a response from the manufacture, Conn’s has agreed to expedite the
process an issue an exchange on the dryer as a goodwill gesture; no further
credit are due. [redacted] may contact his nearest Conn’s location to initiate
the exchange. We sincerely apologize for any inconvenience Mr. and [redacted]
experienced during this process.   
 
If
we may be of further assistance, [redacted] may contact us at [redacted].
 
Kind
regards,
 
 
[redacted]

Thank you for
the opportunity to respond to Mr. [redacted]’s concerns regarding collection calls
he has received. 
 
We have found
that Mr. [redacted]’s telephone number was linked to a Conn’s account in
error.  We have placed a cease and desist
on the telephone number provided by Mr. [redacted].  We ask that Mr. [redacted] please allow up to 24
hours for the cease and desist to update.
 
If Mr. [redacted]
receives any additional calls after the 24 hours, we ask that he contact us
directly so we may address the matter further.
 
We appreciate
Mr. [redacted] for bringing his concerns to our attention and sincerely apologize
for any inconvenience he has experienced due to this matter. Thank you,Cheryle [redacted]

Thank you once more for the opportunity to address Mr. [redacted]'s concerns regarding collection calls.  Mr. [redacted] has provided an additional telephone number for us to research.  We found that telephone number [redacted] was linked to an account in error.  We have placed a cease and desist on the additional telephone number.  We ask Mr. [redacted] to please allow up to 24 hours for the cease and desist process to complete.  If Mr. [redacted] receives any additional telephone calls after the 24 hour time frame, we ask that he contact us directly so we may further research the matter.  Again, we apologize for any inconvenience Mr. [redacted] has experienced due to this matter and we appreciate him providing the additional information needed to correct the issue.Thank you,Cheryle [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.   Conns have not attempted to repair or replace the base on the bed. They have not called , mailed , visited or emailed me regarding any repairs or attempt to make an appointment to make repairs. . Conns have two numbers on file including my work.   I would really appreciate it if they will help me .
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]