Conn's Home Plus

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]

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 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 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 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]

Thank you for the opportunity to respond to [redacted] concerns regarding payment processing.    We are unable to locate an account with the information provided.  If [redacted] would provide an account number or a telephone number that is associated with the account we will...

be happy to assist her further.    Conn’s appreciates [redacted] for bringing her concerns to our attention.   Thank you, Cheryle S[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]

Thank you for the opportunity to respond to Mr. [redacted]’s concerns.  Our records show on 1/3/15, Mr. [redacted]
purchased a [redacted] washer, dryer, accessories and 24 month Repair Service
Agreement on both washer and dryer.  We
show Mr. [redacted] picked up the items from our [redacted] location and...

signed
acknowledging he received them in good order. Mr. [redacted] contacted us the
following day stating the washer would not go into cycles. A service call was
set-up and the technician found the PCB needed to be replaced.  We have confirmed Mr. [redacted]’s washer has
been repaired.  Conn’s has agreed to
honor Mr. [redacted]’s request for a 10% discount as a goodwill gesture.  Although we were unable to contact Mr. [redacted]
to discuss his concerns we have processed a credit of $97.43 to his [redacted]
account.
We sincerely apologize to Mr. [redacted] for the experience he had
with his washer.  If we may be of further
assistance, Mr. [redacted] may contact us at [redacted].
  
Kind regards,
Kathryn J[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]

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint.  We researched Mrs. [redacted]’s complaint and found her issue has been addressed and concerns.  Our records show Mrs. [redacted]’s complaint was escalated with upper management and Conn’s has agreed to honor her request for an...

exchange.  Mrs. [redacted] has been contacted and made aware she is scheduled to receive her new ** washer model ([redacted]) on 7/01/15.  Again, we sincerely apologize for any inconvenience Mrs. [redacted] experienced during this process.  If we may be of further assistance, Mrs. [redacted] may contact our Customer Service department at 1-877-358-1252 Kind regards,  Jana [redacted]

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]

[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 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]

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 went in to exchange my bed but was told that I had to select the same bed because I could not get approved for another type of bed.  I selected the same bed and was then told that I would have to pay for the warranty out of pocket ($100.00).  I refused to pay out of pocket for the warranty along with my regular payment ($275.00), I feel that is very unfair when their merchandise continues to break.  I then just gave up and told them to come and pick up the bed and give me a credit.  I scheduled a pick up but have not heard from anyone and I am still at an inconvenience because I then had to go to another furniture store to buy my son another bed that does not match the current dresser and end table that CONNS made me keep.  I am very disappointed with this service.

[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 close the complaint.

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.  Though it is poor customer service to have a family wait approximately 25 days without a fridge before approving a new one when the customer has purchased the extended warranty and the product was deemed unrepairable.

Thank you for the opportunity to respond to Mr. [redacted]’s concerns regarding account [redacted].  Mr. [redacted] stated he began receiving collection calls when his account became past due.  He believes he has a grace period and should not be receiving calls.    According to our...

records, Mr. [redacted] signed a 32-month retail installment contract on November 28, 2014.  He agreed to have his minimum monthly payment due on the 10th of each month.  We have included a copy of Mr. [redacted]’s payment history for his records.      When a payment is late, we routinely begin call attempts to the telephone numbers provided on the credit application, as a reminder to ensure payments will be made timely. It is normal practice for our company to begin call attempts to assist consumers from falling behind on their account. Mr. [redacted] may pay on-line, in his local Conn's store, by mail, or over the phone if it is more convenient for him, before the due date.  Additionally, if Mr. [redacted]’s pay date has changed, he may benefit from requesting a change of his due date each month. We ask that Mr. [redacted] contact us if he would find this beneficial.   Conn’s respectfully disagrees that we have contacted Mr. [redacted] within a grace period.  While there is a period before late payment fees are assessed, there is no grace period for determining when an account becomes delinquent.   Although Conn's would prefer to keep the lines of communication open, we have placed a cease communications on the telephone numbers associated with Mr. [redacted]’s account.   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 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]