Conn's Home Plus

[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. 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 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]

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]

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 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 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 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 [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]

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]

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]

Bette r Business Bureau: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; however I would like to point out that the email reply sent by the company is not factual.  I have provided you and the business a copy of the cashed bank draft from 15 October 2014.  In the email response the company said that they did not receive payment until 21 November 2014; however, the documents I supplied you prove that payment was made in full 15 October 2014.

Thank you again for the opportunity to respond to Mrs. [redacted]'s concerns regarding account #[redacted].  We have attached a copy of Mrs. [redacted]'s payment history for her records.  The payment history reflects the reversal of the late fees.  We have also reinstated the Cash-option on Mrs. [redacted]'s account.  We ask that Mrs. [redacted] please allow 7-10 business days for the account to reflect the cash-option reinstatement.   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 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]

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 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.  Our
records show on 3/05/12, Mrs. [redacted] purchased a
[redacted] (Peyton) furniture set which consisted of two pieces (sofa and
loveseat) with a...

48-month Furnituregard Plan on both furniture pieces. 
Mrs. [redacted]’s signed invoice indicates at the time of purchase she acknowledged
she was provided a copy of the Furnituregard Plan brochure and that she
understood the coverage associated with the products.  Mrs. [redacted] elected
to pick up his furniture from our local warehouse located in Houston, TX. 
We
researched Mrs. [redacted]’s complaint and found she contacted us on 4/13/15regarding both furniture
pieces; stating both units were lopsided when reclining and top of the backrest
was bubbling.  Mrs. [redacted] was advised during the initial call the
reported issues may not be covered under the Furnituregard coverage.  A
service call was scheduled; during the inspection the serviceman found both
sofa and loveseat mechanisms were bent, the material was bubbling and peeling
on seats and on the inside back.  The technician ordered the mechanisms
and they were installed on 5/18/15 and Mrs. [redacted] was advised the
reported damages (wear and tear) were not covered under the Furnituregard and
we would not be able to honor her request.  As listed in the Terms and
Conditions of the Furnituregard SECTION (15) Letter (J) normal wear and tear to
fabrics and leathers, (L) leather scratches, (M) cracking and peeling, (N)
leather flaws are not covered. 
 If
we may be of further assistance, Mrs. [redacted] may contact our Customer Service
department at [redacted].
 
Kind
regards,
 
 
Jana [redacted]

Thank you for the opportunity to respond [redacted] complaint.  Our records show on 2/02/13, [redacted] purchased a [redacted] speaker system that came with a limited manufacturer’s warranty which expired on 2/02/14; No additional RSA coverage was purchased through Conn’s. ...

[redacted] elected to pick up her speaker system from our Houston, TX location store 071. We researched [redacted] complaint and found he contacted us on 2/09/16; [redacted] was informed the unit was no longer covered under warranty and a service fee would apply.  On 2/10/16, a service ticket was created; [redacted] indicated the speaker system turns off and on.  [redacted] was advised he would need to bring the unit into store for service.  On 2/12/16, [redacted] was contacted and informed we were not authorized to service [redacted] products and the unit was sent back to his local for pick up.  Due to the inconvenience and not being able to assess his unit; Conn’s agreed to honor his request and refund the service fee of $74.95.  We sincerely apologize to [redacted] for any inconvenience he experienced during this process.    If we may be of further assistance, [redacted] may contact our Customer Service Department at [redacted]  Kind regards,  [redacted]Customer Relations

Thank you for the opportunity to respond to Mrs. [redacted]’s additional comments. As mentioned in Mrs. [redacted]’s last response received on7/26/16; Mrs. [redacted]t contacted our service department on two separate occasions dated 6/08/16 and 6/09/16 before she returned her refrigerator.  However, both service orders were cancelled; Mrs. [redacted]’s refused to have her refrigerator assessed.   Mrs. [redacted]t was made aware that an exchange could not be submitted for review until her refrigerator was assessed and determined to have a functional failure.  Mrs. [redacted] requested to return her refrigerator; she was made aware that she would be able to return the refrigerator but the required 15% restocking fee would be assessed and she would be charged a second delivery fee.  Mrs. [redacted]t agreed and returned to the store; Mrs. [redacted] paid the required 15% restocking fee ($266.59) and her refrigerator was picked up on6/30/16. Again, at this time we are unable to honor Mrs. [redacted]’s request for a refund.  Mrs. [redacted] refused service and was made aware of the required 15% restocking fee to return her refrigerator if the unit was not inspected prior to returning the unit.If we may be of further assistance, Mrs. [redacted] may contact our Customer Service Department at 1-877-358-1252. Kind regards, Jana [redacted]