Conn's Home Plus

Thank you for
the opportunity to respond to Ms. [redacted]’s concerns regarding account
[redacted]9633.  Ms. [redacted] stated she made
payment arrangements on her account; however, we continued to call. 
According to
our records, Ms. [redacted] signed a 12-month retail installment...

contract on June
11, 2015.  She agreed to have her minimum
monthly payment due on the 20th of each month. 
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. Ms. [redacted] may pay on-line, in her local Conn's
store, by mail, or over the phone if it is more convenient for her, before the
due date. Additionally, if Ms. [redacted]’s pay date has changed, she may benefit
from requesting a change of her due date each month. We ask that she contact us
if she would find this beneficial.  
Conn’s respectfully disagrees
that payment arrangements were made on Ms. [redacted]’s account, as she disconnected
the call before the agent could verify her information and  process a promise to pay on the account. 
Although Conn’s would prefer to
keep the lines of communication open, we have placed a cease communications on
the telephone numbers associated with Ms. [redacted]’s account.
We value Ms. [redacted] as a
customer and appreciate her for bringing her concerns to our attention.  Thank you,Cheryle S[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]

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]

Thank you for the
opportunity to respond to Mr. R[redacted] complaint. Our records show on 10/29/14;
Mr. R[redacted] purchased a [redacted] 10.5 tablet with a 1-year limited manufacturer’s
warranty.
 
We received Mr.
R[redacted] complaint and found his issue has been addressed; Conn’s agreed...

to
honor the price of$399.99 for the tablet. Our records show on 1/05/14; we
issued a credit to Mr. R[redacted] account in the amount of $108.25 which is the
difference in price. We sincerely apologize for any inconvenience Mr. R[redacted]
experienced during this process.
 
 If we may be of further assistance, Mr. R[redacted]
may contact us at 1-877-358-1252.
 
 
 
Sincerely,
 
Dyeisha W[redacted]

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:
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 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]

Thank you again for the opportunity to respond to Ms. [redacted]'s concerns regarding account [redacted].  Ms. [redacted] stated she was charged an extra service fee based on her credit.  Conn's respectfully disagrees that Ms. [redacted] was charged additional fees due to her credit score.  The additional charges Ms. [redacted] is referring to is the finance charges listed on the retail installment contract.  Account [redacted] did not qualify for our no-interest financing promotion ("cash-option").  When Ms. [redacted] spoke with our customer service representative, she asked for an explanation of the charges on the account.  The agent explained the merchandise totaled $759.94, the sales tax totaled $62.68 and the finance charges if Ms. [redacted] only paid the minimum amount due each month would total $212.13.  This information can be found in the signed retail installment contract we provided with our previous response.  Again, we value Ms. [redacted] as a customer and appreciate her for bringing her concerns to our attention.    Thank you, Cheryle S[redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint.  Our records show on7/16/16, Mrs. [redacted] purchased a [redacted] high-efficiency top load washer and a electric dryer with a 48-month Repair Service Agreement on both units.  Mrs. [redacted] was provided a copy of Conn’s Return...

& Exchange Policy at the time of purchase which 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.  Mrs. [redacted] elected to have her appliances delivered.  We show the day of delivery (9/05/16) Mrs. [redacted] received her washer in good order; however the dryer was damaged therefore she refused the unit and delivery was rescheduled.  On9/07/16, Mrs. [redacted]’s dryer was delivered and received in good order.    We researched Mrs. [redacted]’s complaint and found she contacted us on9/16/16 regarding her washer; she stated that her washer was not spinning.  A service call was scheduled for9/20/16; during the inspection the technician found the washer was working as designed.  On9/20/16a service call was created for Mrs. [redacted]’s dryer; she indicated that the dryer was not heating.  We show a part was ordered on9/21/16and became available on9/22/16.  Our records indicate we attempted to contact Mrs. [redacted] on9/23/16,9/26/16, and9/27/16to schedule an appointment to complete the install; however due to no contact Mrs. [redacted]’s service order was cancelled.  On10/21/16a new ticket was created for Mrs. [redacted]’s dryer; she stated that her dryer was making noise and not completing cycles.  On10/23/16, Mrs. [redacted] contacted us again regarding her washer; stating the unit was not washing clothes properly and the washer was unbalanced.  On10/25/16, the technician leveled the washer bottom legs and confirmed Mrs. [redacted]’s washer was working ok.  On10/26/16, the technician submitted a part order for Mrs. [redacted]’s dryer.  On10/31/16, Mrs. [redacted] contacted us and she was advised that she was scheduled for11/04/16to have the parts installed on her dryer.   At this time we are unable to honor Mrs. [redacted]’s complaint to return or exchange her washer and dryer.  Mrs. [redacted] is currently scheduled for Friday (11/04/16) to have the parts installed on her dryer.      If we be of further assistance, Mrs. [redacted] may contact our Customer Service Department at1-877-358-1252.      Kind regards,     Jana A[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] complaint. Our records show on 4/16/16, Mr. [redacted] purchased a [redacted] ottoman and a Powell Confetti Black rug which was financed through [redacted]. Our records show on 4/20/16, we removed the rug from Mr. [redacted]...

invoice and a credit of $215.99 was processed to his [redacted] (**) account due to he stated the incorrect color was delivered. On a separate invoice ([redacted]) financed through Conn’s, Mr. [redacted] purchased the [redacted] sofa, loveseat and chair, the [redacted] dining table and four chairs, a [redacted] table and two [redacted] lamps. Mr. [redacted] delivery was scheduled and received in good order on 4/16/16; no damages were reported at the time of delivery. We have no records showing Mr. [redacted] has attempted to contact our service department regarding any issues with any furniture item purchased. At this time we are unable to honor Mr. [redacted] request to return his furniture; Conn’s has a No Return or Exchange Policy on all furniture unless inspected by a technician and a manufacturer’s defect is found.  If we may be of further assistance, Mr. [redacted] may contact Customer Service at 1-877-358-1252.  Kind regards, Dyeisha [redacted]

Thank you once again for the opportunity to respond to [redacted]'s concerns regarding a credit inquiry.  [redacted] provided verbal consent to process the credit application and provided all the information such as his name, address, social security number and driver's license information in order for Conn's to process the credit application.  Again we are unable to remove the credit inquiry because [redacted] authorized the credit application.   Thank you, Cheryle S[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11718711, and have determined that this proposed action would not resolve my complaint. As soon as said items are replaced and I can keep the items for more than a month without them breaking or falling apart I will mark this clear. Until then,.....  
Regards,

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...

resolved.  We show Mrs.
[redacted]’s [redacted] (Georgetown) rails and headboard was approved for an
exchange and as of 3/29/15 her
items have been delivered and received in good order.  We sincerely
apologize to Mrs. [redacted] for the experience and any inconvenience that was
caused as a result of delay and lack of communication.
If we may be of further assistance,
Mrs. [redacted] may contact customer service at1-877-358-1252.
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.  
I did received a call from Conn's on last week about my complaint.  I spoke with Daisi on Wednesday, May 10th around 11 am.  She stated that my warranty expired in November 2017 not November 2016.  She also stated, that Conn's have been trying to contact me regarding this issue. (Not true)  This is the first time someone have called since November of 2016.  I told her that I don't think its fair that a good customer should be treated the way I have been treated regarding my living room sets.  I told her that this furniture was a defect because I don't think its should be pealing all over after a year in a half and now the other two pieces are pealing now.  The furniture is in excellent condition beside from pealing.  This furniture is hardly use because of me and my husband working out of town.  She kept stated that its not cover under the warranty.  I replied, I believe that your furniture must not has been good quality.  She said, would you feel better if we send another person out to get a second opinion.  I said yes, but don't sent a person out here just to shut me up.  She transfer me to another department to schedule the appointment and the lady refuse to set the appointment up because it stated in the notes that it is not cover under warranty.  I explained to her the situation and she stated, we are not going to waste our time sending someone out just to make you happy.  I ask for a manager and she told me no.  Conn's will never get my business or anyone else business that I know.  I was so disrespected on so many levels. 
Regards,

Thank you for the opportunity to respond to Mrs. [redacted]’s additional
comments.  Mrs. [redacted] was contacted regarding
the exchange approval on 3/27/15; in addition Conn’s agreed to waive the
delivery charge as a gesture of goodwill.   
Our records show on 3/29/15, delivery successfully picked up the LG
washer and delivered the new GE washer.  We
have attached a copy of Mrs. [redacted]’s delivery receipt as confirmation.
Kind regards,
Kathryn J[redacted]

CASE ID: [redacted]
 
On July 15, 2015,
you provided the following information:
 



Thank you for the opportunity to respond to Mrs. [redacted]
...

complaint. Our records show on 12/12/14, Mrs. [redacted] purchased an [redacted]
tablet and elected to purchase a 25-month Repair Service Agreement with
Accidental Damage.
 

We reviewed Mrs. [redacted] complaint and found her tablet was
sent to service for repairs on two separate occasions dated (3/19/15 and
6/9/15) due to a cracked screen. We shipped the tablet directly to the
manufacturer to complete repairs. The technician was able to repair the tablet
during the first service call (3/19/15). However; when the tablet was sent
to the manufacturer for repairs on 6/9/15; the parts needed to repair the
unit was no longer available therefore an exchange was approved under the
Terms and Conditions of the RSA/Accidental Damage Plan Number (9) Limits of Liability (ii). Mrs. [redacted] was contacted
and informed she could re-select the same tablet or receive a store credit
for up to $349.99 (which is the original amount she paid) to re-select a
new tablet; however she would be required to purchase additional coverage
on her new unit. Mrs. [redacted] was not satisfied that the RSA/Accidental Damage
Plan would not transfer over to new item and was reminded of the T&C’s:
If a
covered product is replaced under the terms of this Agreement, the
obligations of FWSC and its Administrator shall be fully satisfied, where
allowed by law. Mrs.
[redacted] has been informed that she was granted an exchange through the
RSA/Accidental Damage Plan; the manufacturer’s warranty does not cover
accidental damages and she exceeded Conn’s return policy. Our records show
on 7/11/15, Mrs. [redacted] contacted our customer service department and
requested to receive a refund in lieu of an exchange.  We have processed a request for the
amount of $378.86 to be credited to her Conn’s account; we ask to please
allow 7-14 business days for the credit to reflect on her account.

 

In reference to Mrs. [redacted] pedestals; we
show her delivery was scheduled and received in good order on 6/29/15; no
damages were reported. Mrs. [redacted] signature on her delivery ticket
indicates that she was aware to thoroughly inspect merchandise for damages;
an exchange or price concession will not be approved for damages discovered
after delivery. Mrs. [redacted] contacted the delivery department on 7/10/15
(11-days after receiving delivery) stating the pedestals was damaged during
delivery. Mrs. [redacted] was advised the alleged damages were not reported in
a timely manner and we are unable to determine when damages may have
occurred after delivery was complete; therefore we are unable to exchange
her pedestals.

 

At this time we are unable to honor Mrs. [redacted]
request. 

 

If we may be of further assistance, Mrs. [redacted] may contact
our Customer Service department at 1-877-358-1252.
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 for the meantime for the following reasons:First and foremost, we are awaiting proof from Cheryle with Conns corporate center that the charge offs have been removed from the three credit bureaus before we will agree to any payoff or can accept this response.  We are also awaiting some sort of resolution from Conns upper management to rectify the fact that we have spent numerous hours online, on the phone with Conns, in addition to an hour with our attorney, the Revdex.com, the attorney generals office, the credit bureaus, not to mention driving to the storefront 3 times, the cost associated with lost time, miles and the headache attempting to pay off and close our account when Conns internal departments and lack of training were at fault for this matter. We were just trying to pay off our account. We also have had to deal with their internal collections department as well as the 3rd party collection departments' harassing phone calls at all hours of the day as well as while we were on vacation. As two self employed individuals ourselves, we understand that making the customer happy and owning up to ones mistakes is how a successful business should be run. When mistakes occur, we, as small business owners ourselves, go above and beyond to do what we can to rectify the situation and make it right, and feel that a large company that has been around for so many years and brings in as much revenue (as mentioned in the response) would recognize that their unfair/illegal credit reporting actions were not right and expect they would offer some reasonable resolution as an apology to maintain return customers and their reputation without us having to ask. Prior to this very small loan, we spent nearly $4000 on furniture  from them! 
[Provide details of why you are not satisfied with this resolution.]
Regards,[redacted] & [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: [redacted] [mailto:[redacted]] Sent: Monday, August 15, 2016 10:50 PM To: drteam <[email protected]> Subject: [redacted] and [redacted] To Whom it May Concern:I apologize for not having responded sooner. The response from the customer service representative from Conns is incorrect. When we purchased the mattress we were told that we could exchange it within 120 days if we were not satisfied. It is for that reason that we went to the store and exchanged it (1st visit after purchase). As we were looking at our options the sales person stated that we would want to get one of the same brand just in case it didn't work out and we want to exchange again. We had looked at a few different options that she directed us to look at those so in case we weren't happy we could swap it out. It wasn't until we went in the third visit to swap it out that we were told it was only one time swap. This is not the information the salesperson told us. She  told us we swap it out the second time. I was told by managers in the store and corporate level customer service that this was a mistake on the behalf of their sales person but there was nothing they could do. The wrong information was communicated to me and my husband. We did receive an apology for this but it did not correct the mishap. They continue to share that the I comfort company will not allow one exchange,yet if they (conns) really wanted to take care of the customer because of their mistake, they could take the mattress back at a loss to them. this is why I think that they should handle the situation differently because the sales person gave us the wrong information. Had we been told and had we known it was only a one-time exchange we would've handled it differently. We are only holding them accountable to what they said we could do. Their salesperson did not have the correct info and therefore communicated incorrectly to us. I fail to understand what the customer should suffer the consequence of someone else's bad decision. We truly appreciate your time. [redacted] and [redacted]