Conn's Home Plus

Thank you for the
opportunity to respond to [redacted] complaint. Our records show on 1/31/14,
[redacted] purchased a [redacted] 60” Smart TV with a 49-month Repair Service
Agreement/Accidental Plan, [redacted] 3D [redacted] Home Theatre with a 1-year
limited manufacturer’s warranty (which
expired on...

1/31/15), X-Large tilting mount, fiber optical cables, Conn’s
television and home theatre installation service totaling $3767.03. [redacted]
elected to pickup her product from our Conn’s located in Conroe, TX. [redacted]
signed her invoice acknowledging she received a copy of the RSA/Accidental Plan
and that she understood the coverage associated with the product listed. As listed
on both the invoice and contract [redacted] received at the time of purchase; the
length of term, expiration date and price is displayed below the model number ([redacted]) for the item that is covered under the RSA/Accidental Plan
As shown on both the invoice and contract, [redacted] only purchased a 49-month
RSA/Accidental Damage Plan on her television which expires on 2/28/18 for
$419.99.
 
In regards to [redacted]
complaint regarding her television and home theatre installation that was completed
on 2/1/14; we have no records showing [redacted] contacted us regarding any issue
with her installation service prior to receiving her complaint. We show [redacted] contacted our service department on 4/25/15 (after the manufacturer’s
warranty expired) stating the HTIB was not connecting or powering on however;
we were unable to continue with repairs due to the warranty expired on 1/31/15.
At this time we are unable to honor [redacted] request; her signed invoice and
contract indicates that she was aware of the coverage for the product listed.
 
We have included
supporting documents with our response.
 
 
If we may be of further
assistance, [redacted] may contact Customer Service at [redacted].
 
 
Kind regards,
 
Dyeisha W[redacted]

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]

[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.

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 Mr. [redacted]’s complaint. Our records show
on 3/2/15, Mr. [redacted] purchased a 51” [redacted] Plasma television which comes
with a...

limited 1-year manufacturer’s warranty.
We
reviewed Mr. [redacted]’s complaint and found he signed his pickup acknowledging
that he received his product in good order. (Please see attached)  Although the pickup slip states for
consumer to thoroughly inspect your merchandise for damages prior to loading,
Conn’s has agreed to honor Mr. [redacted]’s request to exchange his television as a
gesture of goodwill. Our records show we no longer have the same television Mr.
[redacted] originally purchased therefore; we will issue a in-store credit in the
amount of $429.99 which is the amount paid to re-select another television. Mr.
[redacted] may visit his nearest Conn’s location to initiate the exchange. We
apologize for any inconvenience Mr. [redacted] experienced during this process.
 
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 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 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]

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 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]

Thank you for the opportunity to respond to Mr. [redacted]’s complaint. We researched Mr. [redacted]’s complaint and found that his issue has been addressed. Our records show we re-delivered Mr. [redacted]’s new recliner in good order on 12/30/16. We appreciate Mr. [redacted] for bringing this matter to our attention...

and we sincerely apologize for any inconvenience experienced during this process. If we may be of further assistance, Mr. [redacted] may contact us at 1-866-765-1513. Kind regards, Dyeisha [redacted]Customer Relations

Thank you for the opportunity to respond to Mrs. [redacted]’
complaint.  Our records show on 10/22/14, Mrs. [redacted]
purchased a...

[redacted] French door refrigerator with a (limited 1-year
manufacturer warranty).  Mrs. [redacted] declined to purchase any additional
RSA coverage for her refrigerator.  Mrs. [redacted]’ signed invoice
indicates at the time of purchase she acknowledged she was provided a copy of
Conn’s Return and Exchange Policy which states: A consumer has 30-days from the
date of purchase to return or exchange (electronics and appliances) with a
required 15% restocking fee.  Mrs. [redacted] elected to have her
refrigerator delivered; we show Mrs. [redacted]’ delivery was completed on 10/23/14.
 
After researching Mrs. [redacted]’ complaint we found she contacted
us on four separate occasions.
 
·        On 10/24/14, Mrs. [redacted]
contacted us; stating a grinding noise was coming from
the ice-maker.  We attempted to contact Mrs. [redacted] to have her
unit assessed but we were unable to get in contact with her, therefore the
service order was cancelled.
·        On 11/10/14, Mrs. [redacted]
contacted us; stating the refrigerator was not making ice.  A service call
was scheduled through the manufacturer; during the inspection the technician
found the ice maker needed to be replaced.  However, Mrs. [redacted] refused
service and her service order was cancelled.
·        On 2/03/15, Mrs. [redacted]
contacted us; stating the unit was not creating ice.  We attempted to
contact Mrs. [redacted] on several occasions, but due to no response her service
order was cancelled.
·        On 3/30/15, Mrs. [redacted]
contacted us again; stating the refrigerator was still not producing ice. 
A service call was scheduled through the manufacturer; during the inspection
the technician found the sensor light was on indicating the water filter needed
to be replaced.
 At this time Mrs. [redacted]’ refrigerator does not meet the
qualifications for an exchange under the Terms and Conditions of the
manufacturer warranty.  As a gesture of goodwill we have created a new
service order for a Conn’s technician to assess her unit; Mrs. [redacted] is
scheduled for 6/06/15. 
  
If we may be of further
assistance, Mrs. [redacted] may contact our Customer Service Department at [redacted].
 
Kind regards,
 
[redacted]

Thank you for the opportunity to respond to [redacted] concerns regarding account [redacted] stated she overpaid her account and she would like her refund.    According to our records, [redacted] submitted a payment in the amount of $3532.00 on July 15, 2016. ...

This caused her account to be overpaid by $942.63.  When an account is overpaid, Conn’s has to verify that the check has been negotiated by the customer’s financial institution before an overpayment refund can be processed.  This process can take up to 30 business days.    [redacted] over payment refund in the amount of $942.63 was sent via [redacted] to the address on file on August 29, 2016.  If [redacted] does not receive her refund check by September 1, 2016, we ask that she contact us so we may track the check.    Conn’s values [redacted] as a customer and appreciates her for bringing her concerns to our attention.   Thank you, Cheryle S[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.  As I did receive the full refund.

Thank you for the
opportunity to respond to Mr. [redacted]’s complaint. Mr. [redacted] has been contacted
regarding his concerns.  After
researching the service history we found the manufacture had previously
exchanged Mr. [redacted]’s television for a model that we did not carry, thus
causing a delay...

getting the parts needed to complete the repair.  Due to the delay we agreed to replace Mr.
[redacted]’s television.  The TV was replaced
on 12/31/14 with an upgraded model and the repair service agreement continued
on to the new television.  We sincerely apologize
to Mr. [redacted] for the experience he had with us. 
If we may be of
further assistance, Mr. [redacted] may contact us at 1-877-358-1252.
 
Sincerely,
 
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.  
I'm really not sure how the response sent in anyway helps to resolve anything.  Conn's is correct, I saw no reason after repeated denial to continue with the warranty.  They fail to mention that, basically they gave me the ole' "so sad too bad".   Why would I pay for something they didn't honor or cover anyway?  If this is the excuse they choose, that AFTER they wouldn't repair the furniture that I cancelled the remainder of the warranty, that is non-sense!  Further, I really only wanted a replacement part, which I said I would pay for, but Conn's could not or would not assist me with this. The only thing they gave me was the name of the manufacturer, but did not have any contact information for them.  I tried to [redacted] contact information but was not successful, which I'm assuming is why they also can't provide any information.  It's fine, I'm not going to continue to battle over this with Conn's.  I also won't just accept that somehow this is "normal wear" nor will I accept that somehow this is my fault.  As far as I'm concerned, my true fault is expecting that spending $1500+ on a sofa and loveseat with Conn's would last more than two years.  That was my ignorance.  Conn's can claim they have tried to resolve this issue, but I see no resolve at all.  
Regards,[redacted]

Thank you for the opportunity to respond to Mr. [redacted]’s concerns regarding account [redacted].  Mr. [redacted] stated he did not authorize the credit application to be processed and all his payments have been on time and he would like the credit mark removed.   According to our records, Mr. [redacted]...

signed a 32-month retail installment contract on January 17, 2015.  He agreed to have his minimum monthly payment due on the 20th of each month.  Mr. [redacted] made his May 20, 2016 payment on June 22, 2016 causing a 30-day credit mark to be assessed on the account.  We have included a copy of Mr. [redacted]’s payment history for his records.    Conn’s is obligated to report factual information to the credit bureaus and we are unable to remove the negative credit mark assessed on the account due to payments not being made timely.    Mr. [redacted] also stated he did not authorize the credit application to be processed in July 2016.  That application has been canceled and as a gesture of goodwill, we have removed the inquiry.  We ask that Mr. [redacted] please allow 30-60 days for the credit bureaus to update their records.   Conn’s values Mr. [redacted] as a customer and appreciates him for bringing his concerns to our attention.  Thank you, Cheryle S[redacted]

We sincerely apologize to [redacted] for the experience she has
had with us. We confirmed [redacted]s food loss reimbursement for $150.00 was
processed and mailed on [redacted].
 
If we may be of further assistance, **. and [redacted] may
contact us at [redacted].
 
Kind regards,
 
[redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’
complaint.  We researched Mrs. [redacted]’
complaint and found her issue has been addressed and resolved.  Our records...

show Mrs. [redacted]’ complaint
was escalated to upper management and Conn’s agreed to exchange her
range.  We show Mrs. [redacted]’ exchange
was initiated on 7/17/15 and she is expected to receive delivery of her new
range on Monday (7/20/15).  We
sincerely apologize to Mrs. [redacted] for any inconvenience that she has
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]
Customer Relations

Thank you for the opportunity to respond to Mrs. [redacted]t’s complaint. We researched Mrs. [redacted]t’s complaint and found on 6/30/16, she returned her refrigerator to Conn’s with the required 15% restocking fee and a credit of $1298.97 was applied to her [redacted] account.   We...

attempted to contact Mrs. [redacted]t on 7/6/16 to discuss her concerns but were unsuccessful. Mrs. [redacted]t complaint has be escalated to upper management to address this matter with all parties involved. We sincerely apologize for any inconvenience Mrs. [redacted]t experienced during this process. If we may be of further assistance, Mrs. [redacted]t may contact us at 1-866-765-1513. Kind regards, Dyeisha [redacted]

Thank you for the opportunity to respond to [redacted]
complaint regarding a purchase made under the name [redacted].  Our
records show on 
Roman";color:darkblue">11/22/14, [redacted] purchased a United Furniture
([redacted]) furniture set which consisted of two pieces (right front sofa and
left front sofa) with a 48-month Furnituregard Plan on both pieces.  [redacted] signed invoice indicates at the time of purchase he acknowledged he
was provided a copy of the Furnituregard Plan brochure and that he understood
the coverage associated with the product(s).  [redacted] elected to have
his furniture delivered; we show [redacted] signed his delivery ticket
acknowledging his furniture was delivered and received on 11/23/14 in good order.  [redacted]'s signature on his
delivery ticket acknowledges he thoroughly inspected his merchandise
for damages for an exchange or price concession would not be authorized for
damage discovered after the delivery. 
 
After researching [redacted] complaint we found [redacted]
contacted our service department on 12/16/14 (23-days) after
delivery was complete; stating the left sofa corner was ripped.  A service
call was scheduled for 1/03/15; during the inspection the serviceman found the
sofa had a tear on the top left facing corner and found some staples under the
front sticking out.  The serviceman removed the staples; however he was
not able to repair the tear.  After reviewing the pictures which are
included in our response we found the reported damage is noticeable and would have
been found at the time of delivery.  The damages
shown appear to be the result of a possible collision with another object. [redacted] was contacted on 1/15/15 and was informed the reported damages
discovered (the tearing of the material) was not covered under the Terms and
Conditions of the Furnituregard Plan.  Please see SECTION (15) WHAT IS NOT
COVERED: Letter (*) and Letter (*).
 
As of 5/29/15, we do not show where [redacted] has
contacted our service department regarding any further repairs on their
furniture.  At this time we are unable to honor [redacted] request to
exchange her furniture.
 
If we may be of further
assistance, [redacted] may contact our Customer Service Department at [redacted].
 
 
Kind regards,
 
 
Jana A[redacted]