Conn's Home Plus

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] 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]

[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.

[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.

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.

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.  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]

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 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]

Revdex.com:
This letter is to inform you that Conn's has carried out  to my satisfaction the resolution it proposed for my complaint, filed on 3/6/2015 2:52:16 PM and assigned ID [redacted].
Regards,

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 Mr. [redacted]’ complaint. Our records show on 5/13/16, Mrs. [redacted] purchased a [redacted] mattress which was delivered and received on good order on 5/14/16.We researched Mr. [redacted]’ complaint and found the mattress originally...

purchased cames with a 120-day Comfort Guarantee Trial that is offered by the manufacturer as a one-time offer. We show on 6/24/16, Mrs. [redacted] returned to her local Conn’s to exchange her mattress as she was not satisfied with the model. Our records show Mrs. [redacted] re-selected the [redacted] mattress which was delivered and received in good order on 6/25/16. We contacted the store manager who stated Mrs. [redacted] was made aware prior to the exchange that the Comfort Guarantee is a one-time exchange offered by the manufacture and could not be exchange a second time. Conn's also display the manufacturer's 120-Day Trial on all qualifying mattresses as well as list the Terms and Condition online.Although Conn’s has a NO Return/Exchange on all mattresses, Mrs. [redacted] was able to take advantage of the manufacturer’s 120-day Trial. [redacted]’s Comfort Guarantee has a limit of one trial offer per each customer therefore; at this time we are unable to honor Mr. [redacted]’ request for a second exchange. If we may be of further assistance, Mr. and Mrs. [redacted] may contact us at 1-866-765-1513. Kind regards,Dyeisha [redacted]Customer Relations

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 [redacted] complaint. Our records show on 3/15/15, [redacted]
purchased a ** microwave and floor model (sold as is) trim...

kit.
After further review and research,
we were able to confirm that the trim kit [redacted] received at the time of
purchase did not include all the parts to properly mount the microwave. After
unsuccessfully attempting to locate the parts for the trim kit, Conn’s agreed
to return the trim kit without the restocking fee. [redacted] later contacted
our Customer Service department and requested to return the microwave because
they could not use it without the trim kit. However the request was denied due
to the 30-day time frame to return or exchange the product had exceeded.
We spoke to [redacted] on 8/31/15
and informed her that as a gesture of goodwill, Conn’s has agreed to return
both the trim kit and microwave if items are received back in new condition. Mrs.
Israel is aware that she may return her items to her local Conn’s to initiate the
refund of $439.75 back to the Visa Card used to make the purchase. We sincerely
apologize for any inconvenience [redacted] and [redacted] experienced during this
process. 
If we may be of further assistance, Mr.
Israel may contact Customer Service at [redacted]
Kind regards,
Dyeisha W[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]

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 Mr. [redacted] concerns regarding accounts
[redacted] and [redacted].  Mr. [redacted]
stated he continues to receive collection calls after he makes a payment on his
accounts. 
 
According to
our records, Mr. [redacted] signed a...

retail installment contract on February 10,
2015 and agreed to the minimum monthly payment to be due on the 20th
of every month.  On February 12, 2015,
Mr. [redacted] signed another retail installment contract, also agreeing to the
minimum monthly payment to be due on the 20th of every month.
 
When the payment is late,
we begin call attempts as a reminder to ensure payments will be
made timely. It is a normal practice for our company to begin call attempts the
first day the payment is late. To prevent the calls Mr. [redacted] has the option to 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] 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.   Please
note, the account must be paid current before we can adjust the due date.
 
According to our records and
recorded calls, Mr. [redacted] began receiving call attempts on both of his
accounts beginning on June 21, 2015.  Mr.
[redacted] secured payments for both of his accounts on June 26, 2015 and has not
received additional call attempts since the payments were secured.
 
We value Mr. [redacted] as a
customer and appreciate him brining his concerns to our attention.  Thank you,Cheryle S[redacted]

Thank you again for the opportunity to respond to Mrs.
[redacted]’ concerns regarding account #[redacted].
 
After further review and the additional details Mrs. [redacted] has provided, the 6-months
no-interest financing promotion is in the process of being added to the account. 
Please allow 10-15 business days for the process to
be completed.
 
We value Mrs. [redacted] as a customer and sincerely apologize for
any inconvenience she has experienced due to this matter.
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.  
[Provide details of why you are not satisfied with this resolution.]
Regards,
All of the requested in formation has been sent more than once to the legal department. I have sent phone logs from [redacted] and also sent a [redacted] bank statement from the unauthorized debit. If we could stay on subject, I believe we could get closer to a resolution. This has been ongoing with myself and Conns legal department for 6 months now. I will be glad to resend the emails if needed however I believe, if we are not going to address the actual issues, this could be a constant waste of everyone's time. I have 20 years in the finance industry and I am very aware of the consumer protection laws. Conns is for a fact in violation. This is an attempt to get the company to acknowledge their unlawful acts and come to a resolution.

Thank you for the additional opportunity to respond to Ms. [redacted]'s concerns regarding her account.  We have corrected the error and ask that Ms. [redacted] please allow the credit bureaus 30-60 days to update their records and reflect the account as closed.  Again, Conn's value Ms. [redacted] as a customer and sincerely apologizes for the delay.    Thank you, Cheryle S[redacted]