Conn's Home Plus

Thank you for
the opportunity to respond to [redacted] concerns regarding account
#4[redacted].  [redacted] stated he has
requested to cancel the insurance and the warranties on the accounts. 
 
According to our
records, [redacted] signed a 32-month...

retail installment contract on June 18,
2014.  That contract also included the
Repair Service Agreements on his merchandise as well as property insurance.  We have attached a copy of [redacted]’s
payment history to validate that the service agreements and the insurance have
been canceled and credited to his account.
 
The invoice
credits applied will not reduce the minimum monthly payment due on the account.
The next payment of $142.34 will be due on October 18, 2014.
 
We value [redacted] as a customer and appreciate the opportunity to assist him with this
matter.
Thank you,
[redacted]

Thank you for the opportunity to respond to Mr. [redacted]’s concerns regarding account [redacted].  Mr. [redacted] stated he had a promotion and it was lost.  He believes it should be reinstated.    According to our records, Mr. [redacted] signed a 32-month retail installment contract on...

April 24, 2016. That contract included our 12-month no-interest financing promotion (“cash-option”).  Mr. [redacted] agreed to have the minimum monthly payment due on the 8th of each month.    Per the terms of the “cash-option,” the “cash-option” is void if the minimum monthly payment is not paid within 10 days of each month’s due date or the unpaid portion of the total cash-option price is not paid within 10 days of the expiration date. Mr. [redacted]’s ‘cash-option” was void due to payments not being made timely on the account.  We have included a copy of Mr. [redacted]’s signed “cash-option acknowledgment page and payment history for his records.   We are unable to reinstate the “cash-option” due to payments not being made timely on the 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 again for the opportunity to respond to Ms. [redacted]'s concerns regarding her account. Per the terms of the “cash-option,” the “cash-option” is void if the minimum monthly payment is not paid within 10-days of the due date or the unpaid portion of the total “cash-option” is not paid within 10-days of the expiration date.  Mr. [redacted]’ first payment was 21 days late, voiding the “cash-option.”  Additionally, Mr. [redacted] assessed another late fee on January 1, 2017 due to the payments not being made timely on the account.  We spoke with Ms. [redacted] on January 3, 2017 and informed her at that time that the “cash-option” was void due to payments not being made timely on the account.We are unable to reinstate the “cash-option” as per the terms; the “cash-option” was void due to payments not being made within 10-days of each month’s due date.  We have no record of Ms. [redacted] being informed that we would remove one of the late fees in order to reinstate the "cash-option."We have included copies of Mr. [redacted]’ signed documents and payment history for his records.  Conn’s values Mr. [redacted] and Ms. [redacted] as customers and appreciates them for bringing their concerns to our attention.

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint. We contacted the store manager and were informed that the chairs were displayed incorrectly in the store at the time of Mrs. [redacted]’s purchase. The store manager ordered the pillows directly from the manufacturer on three separate...

occasions, however; each time Mrs. [redacted] stated the incorrect pillows were received. The store manager also stated that he offered Mrs. [redacted] the pillows that were displayed on the showroom floor with the chairs since they had the patterns/texture which Mrs. [redacted] desired however; she declined the offer.   Conn’s is willing to offer the following options in an attempt to resolve this matter:   ·        Mrs. [redacted] may keep the pillows she received at the time of delivery, and we will process a 10% concession to her account for each chair or; ·        We can re-order the pillows from the manufacturer to be shipped to Mrs. [redacted]’s residence. Please be mindful orders may take up to 3-4 weeks to receive. We were able to obtain pictures from the store manager showing the correct pattern/texture of the pillows.   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 [redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint. Our records show on 3/27/17, Mrs. [redacted] elected to purchase a [redacted] dresser and chest and an [redacted] mirror. We show Mrs. [redacted] signed her invoice acknowledging she was aware of the items listed...

and agreed to purchase the merchandise. Although Conn’s has a No Return/Exchange policy on all furniture, we have agreed to allow Mrs. [redacted] to return the mirror only in attempts to resolve this matter.  If we may be of further assistance, Mrs. [redacted] may contact Customer Service at 1-877-358-1252  Kind regards, Dyeisha W[redacted]

Revdex.com:
This letter is to inform you that Conns Appliance, Inc. has carried out to my satisfaction the resolution it proposed for my complaint, filed on 9/22/2016 and assigned ID [redacted]
Regards,

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.  It has been over a month with them trying to resolve the issue.  Last week, Ashley a supervisor in the Kansas City area stated that it would be resolved that day and it still hasn't.  They have closed a complaint I made on their website and I had to reopen it.  Also Ashley stated someone else was going to call me from the offline department and NO call.  This is the worse company to do business with.  Every time you contact them, it's will be resolved that day orb5-6 days.  Now they are saying 10-14 days but they still call to collect money that is not due.
Regards,

Thank you for the opportunity to respond to Mr. [redacted] complaint.  Our records show on5/16/15,...

Mrs. [redacted] purchased a Catnapper (Nobel) power reclining furniture set which
consisted of three pieces (loveseat, sofa, and wedge) that
came with a limited 1-year manufacturer warranty; no additional Furnituregard coverage was purchased through Conn’s. 
Mrs. [redacted] elected to have her furniture delivered; we show
all furniture pieces were delivered and completed on6/12/15.
We researched Mr. [redacted]’s
complaint and found Mrs. [redacted] contacted us on7/07/15regarding her sofa;
stating the unit was not reclining or receiving power.  A service call was
scheduled; during the inspection the serviceman found the motor needed to be
replaced.  The serviceman ordered the part and advised Mrs. [redacted] the motor would take two weeks to arrive. 
Mr. [redacted]
was scheduled for service
on8/05/15; the serviceman installed the new motor,
however the unit was still not able to receive power.  Therefore, an
exchange request was submitted and approved under the Terms and Conditions of
the manufacturer warranty.
We attempted to contact Mr. [redacted] on8/11/15to address his concerns and advise him of his exchange approval,
but we were unsuccessful in our attempt.  Mr. [redacted] may visit his nearest Conn’s location to
initiate his exchange and schedule delivery.  We sincerely apologize to Mr. [redacted] for any inconvenience he has experienced during
this process.   
If we may be of further assistance, Mr. [redacted] may contact our Customer Service department at[redacted].
Kind regards,
Jana A[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 came out on 3/14/15 and was unable to fix the machine. He stated that they had to order a different part. The service man """THINKS"""" its the motherboard. He states that when multiple loads of laundry or done it is overheating the control panel. I dont have any information on when this will be done as CONNS NEVER CALLS CUSTOMERS BACK.
[Provide details of why you are not satisfied with this resolution.]
Regards,

[A default letter is provided here which indicates your acceptance of the business** 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.

Thank you for the opportunity to respond to Mr. [redacted] concerns regarding account [redacted].  Mr. [redacted] stated he paid his accounts off but one of them is still opened.    According to our records, Mr. [redacted] contacted us on April 9, 2016.  He received payoff quotes...

for accounts [redacted] and [redacted]. Both payments were applied to account [redacted] in error.  On April 19, 2016 we moved a payment in the amount of $1672.51 to account [redacted] and that account closed.  We are in the process of closing account [redacted].  Once the account closes, we will reverse the credit marks assessed on the account.  Please note, it may take the credit bureaus 30-60 days to update their records.    Conn’s values Mr. [redacted] as a customer and sincerely apologizes for any inconvenience he experienced due to this matter.    Thank you, Cheryle [redacted]

Thank you for
the opportunity to respond to Ms. [redacted] concerns regarding a Conn’s
account. 
 
According to
our records, Ms. [redacted] is not a signer on the account she is inquiring
about.  Conn’s has many data and privacy
measures in place when credit accounts are established.  We take the privacy and protection of our
customers’ information very seriously; therefore, we are unable to discuss the
account with anyone except the account holder. Thank you,[redacted]

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to the concerns you have regarding account(s) [redacted]. We have a more than 120-year history of quality customer service and satisfaction, and I would not want anything to impair that record. Our contact information is located...

on Ms. [redacted]’s retail installment contract or promissory note and security agreement, invoice, coupon book, and welcome letter. As a reminder, she may contact Conn’s regarding questions about her purchase by calling our Customer Service Helpdesk at 1-877-358-1252, or on-line at www.conns.com.     Ms. [redacted] stated in her complaint that: she was of the impression her account qualified for our no-interest financing promotion; and she would like Conn’s to add the 12-months no-interest financing to her account or allow her to return the product. Our investigation reveals that: Ms. [redacted]’s credit did not qualify for the no-interest financing; and Conn’s is unable to add the no interest financing offer to Ms. [redacted]’s account, and Ms. [redacted] is outside the return/exchange period.   According to our records, Ms. [redacted] applied for Conn’s credit on April 4, 2017.  She was approved for $2000.00 with a 5% down payment.  Ms. [redacted]’s credit did not qualify for the no-interest financing promotion (“Cash-option”).   Conn’s is unable to add the “Cash-option” to the account. In order to qualify for the “Cash-option,” the merchandise and the credit must qualify for the promotional offer.  We have included a copy of Ms. [redacted]’s signed retail installment contract for her records.    We are unable to accept the return of the product as Ms. [redacted] is outside the return/exchange period.  If Ms. [redacted] can no longer afford the product, we do accept voluntary repossessions which will result in a charge-off and residual balance due.  Please contact Conn’s for further details regarding this option.    Conn’s appreciates Ms. [redacted] for bringing her concerns to our attention.

Thank you for the opportunity to respond to Mr. [redacted]’s complaint.  Our records show on12/27/16; Mr. [redacted] purchased a [redacted] reclining living room set which consisted of three pieces (power recliner, power sofa, and power loveseat) with a 36-month Furnituregard Plan on all...

three pieces.  The furniture Mr. [redacted] elected sales tag indicated that the material of the furniture was (Heavyweight, durable Valentino bonded leather touch); we have included a picture of the sign place near this furniture group in our response, this information can also be found on Conn’s website athttp://www.conns.com/nobel-living-room-reclining-sofa-loveseat-power-6404.html...⇄ Mr. [redacted] received a copy of Conn’s Return and Exchange Policy at the time of purchase.  We show Mr. [redacted] elected to have his furniture delivered.   After researching Mr. [redacted]’s complaint, we found the day of delivery (12/31/16), Mr. [redacted] received his power recliner and power loveseat in good order; however, the sofa was damaged; therefore, he refused the sofa, and we rescheduled delivery for the following day.  On1/01/17, we attempted to deliver Mr. [redacted] a new sofa; however, Mrs. [redacted] refused the sofa and stated that she did not want the unit because it was not genuine leather.   At this time we are unable to honor Mr. [redacted]’s request to return or exchange the loveseat and recliner which was accepted and received in good order.  Our Return & Exchange Policy state:No Returns/Exchanges on -Furniture, mattresses, décor & accessories unless inspected by a Conn's Service Technician and found to have a manufacturer's defect **As mentioned above the sales tag for the furniture Mr. [redacted] selected indicated the material was(Heavyweight, durable Valentino bonded leather touch).  Since the sofa was refused and returned; we can cancel the sofa upon request and issue a credit, or Mr. [redacted] may contact us to schedule the sofa to be delivered.   If we may be of further assistance, Mr. [redacted] may contact our Customer Service Department at 1-877-358-1252.      Kind regards,     Jana [redacted]

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 am very appreciative of the assistance in this matter.

Thank you for
the opportunity to respond to Mrs. [redacted] concerns regarding account
#[redacted].  Mrs. [redacted] stated she paid
the account in full and would like a close out letter and the credit marks
removed on the account.
 
We have been
in contact with Mrs. [redacted] and...

have resolved her account concerns.  We processed a goodwill close-out on the
account and have removed the credit marks received in error. 
 
We value Mrs.
[redacted] as a customer and sincerely apologize for any inconvenience she has
experienced due to this matter. 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.  
This is the second complaint, the previous complaint I approved because the outcome was a refund of funds overpaid on a closed hung account, and know once again I am told I will not get the refund and was hung up on while on the phone asking to speek to a manager. I Have been trying to get a refund of 251.80 in over payment on account #[redacted]2. Conn's after I told them in January to refund the money to me decided to apply it to a new account. That account number is #[redacted]. After accepting the first Revdex.com resolution of a refund, and being told by personnel over the phone that it was being direct deposited to our account last week, now we are getting no refund. I want the $251.80 refunded to me NOW,Refund of $251.80
Regards,

Thank you for the opportunity to
respond to Mr. [redacted]’s concerns regarding account #[redacted].  Mr. [redacted] stated he has paid his account two
months in advance; however, we have billed him for $24.00
According to our records,
Mr.[redacted]’s last two payments he submitted through...

e-bill have been returned by
his financial institution due to NSF.  The
payment submitted on January 2, 2015 was returned on January 16, 2015 and the
payment processed on February 1, 2015 was returned on February 18, 2015.  The amount past due this month is
$24.16.  We have not attempted to process
a payment for this amount due to the fact that Mr. [redacted] makes his payments
through his e-bill system.  Therefore,
Mr. [redacted] will need to speak with his financial institution regarding any NSF
fees he has received.
We have attached a copy of Mr.
[redacted]’s payment history for his records. 
We value Mr. [redacted] as a customer
and appreciate him bringing his concerns to our attention.  Thank you,Cheryle S[redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’ complaint.  Our records show on 1/03/14, Mrs. [redacted] purchased a [redacted] 39” LED TV with a 49-month Repair Service Agreement.  Mrs. [redacted]’ signed invoice indicates at the time of purchase she acknowledged she was provided a copy of the...

RSA & ACCIDENTAL DAMAGE brochure and that she understood the coverage associated with the product.  We researched Mrs. [redacted]’ complaint and found she contacted us on 8/09/15; stating the unit was not connecting to Wi-Fi.  We reviewed Mrs. [redacted]’ service history and found the technician deemed her [redacted] 39” uneconomical to repair.  Therefore, an exchange was submitted and approved on 8/18/15 under the Terms and Conditions of the Repair Service Agreement.  The Repair Service Agreement will transfer over to the new selected model.  Mrs. [redacted] was issued a credit up to the original amount paid which was $499.99 to re-select a new TV model because the original model was no longer available. Mrs. [redacted] has been contacted and made aware that she may use the approved credit ($499.99) as in store credit.  Mrs. [redacted] will visit her nearest Conn’s location to re-select and initiate her exchange.       If we may be of further assistance, Mrs. [redacted] may contact Customer Service at 1-877-358-1252.  Kind regards, Jana [redacted]Customer Relations

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.  
It is unfortunate that I have spent hours trying to resolve this and each and everytime a new excuse is brought up.   I have already tried calling the store directly, customer service and tried to speak to management, beign the reason the Revdex.com was contacted.  Such a small dollar amount to make the customer happy, instead a large corporation would rather waste man hours instead of fixing the problem.  This will be my one and only purchase, be assured not one referral will ever be sent there.  Thank you Revdex.com for trying to assist
Regards,
[redacted]