Conn's Home Plus

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint. Our records show on8/10/16, Mrs. [redacted] only purchased a ** washer and elected to purchase a 24-month RSA Plan on invoice[redacted]which was paid using a [redacted] card. Mrs. [redacted]’s delivery was scheduled and signed as received in...

good order on6/12/16. We show Mrs. [redacted] contacted our delivery team later the same day stating she was suppose to receive a dryer as well. However; she was informed that only the washer was listed on her invoice for delivery and she would have to contact the sales representative. Our records show on8/13/16, Mrs. [redacted] purchased the matching ** dryer and 24-month RSA on a separate invoice([redacted])which was financed through [redacted]. We show the dryer was picked up at our Dallas warehouse and singed as received in good order. 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. 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 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.

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,

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]

[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.

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,

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]

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,
I reject it because when I was making the purchase I was told it was eligible and not once was I told it was not and store managers and sale man admitted their.mistake and it was [redacted]e 4 times. 2 times wrong and 2 times right. If it was nto eligible why did your customer service and regional manager said he was going to have me sign a new contract and refund the interest.  I feel like I have been a victim of some type of bait and switch and a victim of fraud. I'm not asking for anything more than what Your employees promised.  But I see it was all lies and words just to keep me from complaining and kept me strung along for weeks with lies.  I do have the documentation of the 4 transactions that were [redacted]e.

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint.  We appreciate Mrs. [redacted] bringing her concerns to our attention.  As of 12/07/15, Mrs. [redacted] has been contacted and we have come to a mutual agreement. If we may be of further assistance, Mrs. [redacted] may contact...

our Customer Service department at 1-877-358-1252Kind 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.  
From: Carolyn [redacted] Sent: Wednesday, December 21, 2016 12:29 AM To: drteam <[email protected]> Subject: Re: You have a New Message from Revdex.com Regarding Complaint #[redacted]  I have been working so much just got thiß email. Yes they did exchange the wrong product original delivered only at an additional $500 dollars added to the bill and after I read the paper contract I realized the Sales agent had put the wrong mattress on there. I wondered was the Sales agent at the same store that night this order was all screwed up. Would not recommend this store to anyone.

Thank you for
the opportunity to respond to [redacted]’ concerns regarding a credit inquiry.
 
We ask that
[redacted] fax a copy of her full credit report so we may research her concerns
further. 
 
She may fax
the credit report to [redacted] for further...

review.  [redacted] will receive a response to our
research by mail within 30 business days of receiving her credit report. 
 
We appreciate
[redacted] bringing her concerns to our attention.  If she has any additional questions or
concerns she may call our customer service department at [redacted].Thank you,[redacted]

Thank you for the opportunity to respond to Mr. [redacted]’ concerns regarding account [redacted].  Mr. [redacted] stated he was offered a payment arrangement to match a payment and close the account.    According to our records, Mr. [redacted] signed a 30-month retail installment...

contract on February 14, 2014.  On July 19, 2016, Mr. [redacted] was offered a payment arrangement that if he paid $150.00 on the account, we would concession one payment on the account and waive $30.05 in late fees that was owed on the account.    Mr. [redacted] made the $150.00 payment on July 19, 2016.  One payment in the amount of $69.76 was credited to Mr. [redacted]’ account on July 20, 2016 and late fees in the amount of $30.05 were waived on July 25, 2016.  This left an outstanding balance of $29.23 due on the account.  We have attached a copy of Mr. [redacted]’ payment history for his records.   Conn’s respectfully disagrees that additional calls have been placed to Mr. [redacted], as the payment arrangement brought his account current to October 14, 2016.    As a one-time offer and a gesture of goodwill, Conn’s will agree to honor the amount paid and close the account.  We ask that Mr. [redacted] please allow up to 30 business days for the account to close.    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 Mrs. [redacted] complaint.Our records show a credit of $199.99 was applied to Mrs. [redacted] account on7/29/16for damages caused during delivery. We show there was a delay processing the credit to her account due to multiple concessions was...

submitted which caused the system to reject the transactions. We sincerely apologize for any inconvenience Mrs. [redacted] experienced as a result of the delay. Conn’s value Mrs. [redacted] as a customer and appreciates her for bringing her concerns to our attention. 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 record show on 8/27/14, Mrs. [redacted] was
approved for an exchange for her [redacted] laptop due to a service...

delay receiving
the parts needed to complete repairs. We show Mrs. [redacted]’s request to return
her hard drive was forwarded to the service manager for review. However; we
confirmed prior to receiving Mrs. [redacted]’s request, her laptop was already
shipped off for disposal. Once the unit has been disposed, we have no way of
retrieving the parts.
We sincerely apologize for the
inconvenience Mrs. [redacted] experienced during this process.
If we may be of further assistance, Mrs.
[redacted] may contact Customer Service at [redacted].
Kind regards,
Dyeisha W[redacted]

Thank you for the opportunity to respond to Mr. [redacted]’s complaint. Our records show on1/31/17, Mr. [redacted] purchased a [redacted] Electric Dryer and Washer, both which included a limited one year manufacturer’s warranty totaling $1185.29. Mr. [redacted] declined to purchase any additional service agreements...

at the time of purchase and he received a copy of Conn’s Return & Exchange Policy. Our Return & Exchange Policy states: A consumer has 30-days from the date the item is received to return or exchange appliances and electronics with the required 15% restocking fee and if your product fails while under manufacturer’s warranty or Conn’s RSA, Conn's Factory Authorized Service will repair your product according to these warranties. We show Mr. [redacted]’s appliances were delivered and signed acknowledging the items were received in good order on 2-6-17; no issues were reported. After researching Mr. [redacted]’s complaint, we show he requested service online on2/21/17, stating that the washer was not draining. The service department contacted Mr. [redacted] on 3/2/17 to schedule service for 3/8/17, however service was canceled. We have no further records showing that Mr. [redacted] has contacted our service department regarding any further repair needs. At this time Mr. [redacted]’s washer does not meet the qualification for an exchange. However; if Mr. [redacted] is still in need of service, he can contact our Service Department at1-855-266-6349 to schedule a service inspection to determine if repair or a replacement is warranted. If we may be of further assistance, Mr. [redacted] may also contact our Customer Service Department at 1-877-358-125  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.  
[Provide details of why you are not satisfied with this resolution.]
Regards,
  There is no care for customer satisfaction from this company. Still absolutely no regard to the fact that my children had to sleep in the floor due to the fact that Conn's could not get the order together in the time they told me. No regard to the stress it caused and the manager st the store was trained well by corporate in the fact that he didn't give a darn either. Great customer service Conn's. I let everyone that brings you up about how the company is and will continue. As far as the collection calls go, I understand that I am late on the payment, but for your company to call me 6 times in 4 hours is ridiculous and considered harassment. Since you didn't address the complaint and just the fact that I am late on my payment, the next time I feel like you are harassing me, I will contact the attorney general and get it taken care of...

Thank you for the opportunity to respond to Mrs. [redacted]’s additional comments. We have no records indicating Mrs. [redacted] was offered additional compensations for her refrigerator; only the damage concession of $240.00 which was applied to her account on 9/2/16. We show Mrs. [redacted]’s was approved for a 1 year No Interest account with Conn’s. Therefore; no interest is accrued on the account unless payments are received late or the balance is not paid in full before the cash option expires. At this time we are unable to honor Mrs. [redacted]’s request for any additional compensation; she agreed to the 10% damage concession which has been applied to her account. 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 [redacted]'s concerns regarding account #[redacted].  The account is still in the process of closing.  [redacted] should receive a close out letter within the next 10-15 business days.  Please note, it may take up to 30 business days for an account to completely close and the close out letter to be mailed.  [redacted] should not receive any additional collection calls while we are in the process of closing the account.We value [redacted] as a customer and sincerely apologize for the delayed closing of her account. Thank you, Cheryle S[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,