Conn's Home Plus

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,

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,
We have not heard from Conn's so no resolution has been given, we will continue to pursue this problem

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.  In the response Conns submitted to the Revdex.com they stated that they waived the restocking fee and a " courtesy " that statement was false , as it is per policy that the restocking fee be waived for items returned under 24hrs. Conns is not a Authorized [redacted] retailer as stated in the Lake Worth Store. The information in the store states " New " [redacted] pro but consumers are not allowed to inspect contents before leaving the store to verify items were " new" because they would then next open boxthe [redacted]st United I purchased stated " new [redacted] pro " 2015 model And it reflected that on the box. The computer inside was a 2012 model .The model I have now is a early 2015 model and not a 2016 model as stated.  I request replacement to a 2016 model or a full refund  [redacted]    
[Provide details of why you are not satisfied with this resolution.]
Regards,

Thank you for
the opportunity to respond to Ms. [redacted]s concerns regarding accounts
[redacted]7731 and [redacted]7732.  Ms. [redacted] stated
she overpaid her accounts, but has not received a refund for the overpayment amount. 
According to
our records, Ms. [redacted] submitted a payment in...

the amount of $1941.91 on account
[redacted]7731 on November 23, 2015.  This
overpaid the account by $167.34.  Additionally,
Ms. [redacted] submitted a payment in the amount of $1379.05 on account [redacted]7732
on November 23, 2015. This overpaid this account by $85.38. 
When a payment
is submitted for more than the amount owed, Conn’s must process the payment for
the amount submitted.  Once the payment
has posted and we verify the payment has been negotiated with the customer’s
financial institution, we are able to process a refund for the overpayment
amount. 
On December 14,
2015 a refund in the amount of $167.34 was processed on account [redacted]7731 and a
refund in the amount of $85.38 was processed on account [redacted]7732.  We ask that Ms. [redacted] please allow 10-14
business days to receive her refunds.  If
Ms. [redacted] has not received her refund checks on or before January 5, 2015, we
ask that she contact our customer service department at 877-358-1252 so we may
track the checks. 
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. We have reviewed her
concerns and found Conn’s does not advertise the [redacted] as a new or
newest model the product specifications are listed on the shelf tag. We
confirmed the [redacted] Mrs. [redacted] received...

has the same specification
for the [redacted] that she currently has. As of 10/7/15, Mrs. [redacted] has not
brought her [redacted] into Conn’s to have the unit assessed to determine if there
is a functional failure with the unit.
Although we are unable
to honor Mrs. [redacted]’s request for an exchange; Conn’s is willing to make any
necessary repair that are covered under the Terms and Conditions of the
manufacturer’s warranty. Mrs. [redacted] may bring her [redacted] to her nearest
Conn’s to have the unit sent to service for assessment.
If we may be of further assistance, Mrs.
[redacted] may contact Customer Service at [redacted].
 
Kind regards,
 
Dyeisha W[redacted]

Thank you again for the opportunity to respond to Ms. [redacted]'s concerns regarding her account.  Ms. [redacted] stated she signed a document when Conn's picked up the furniture from her home.  We will need Ms. [redacted] to send a copy of that document for further research.  If Ms. [redacted] agreed to a voluntary repossession, she would be responsible for any residual balance owed on the account.   Thank you, Cheryle S[redacted]

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]

Thank you for the opportunity to respond to Mrs. [redacted] complaint.  We sincerely apologize to Mrs. [redacted] for the experience and
any inconvenience that was caused during her recent purchase.  After
reviewing Mrs. [redacted]’s complaint Conn’s has agreed to honor her request and
will...

issue a refund check in the amount of $400.00; please allow 7-10 business
days to process and receive refund. 
In regards to Mrs. [redacted]’s food loss claim as listed in the
Terms and Conditions of the Repair Service Agreement: Number (2) Additional
Coverages: Appliances – Verified food loss of up to $150.00 on refrigerators
per occurrence, over the term of the agreement as a result of covered failure.
If we may be of further assistance, Mrs. [redacted] may contact
Customer Service Department at [redacted]
Kind regards,
[redacted]

Thank
you for the opportunity to respond to Mrs. [redacted]’ complaint. Our records
show on 5/9/15, Mrs. [redacted] purchased a [redacted] which comes with a 1-year
limited...

manufacturer’s warranty. Mrs. [redacted]’ washer was scheduled for
delivery and received on 5/10/15.
 
We
reviewed Mrs. [redacted]’ complaint and found that her issue has been addressed.
We show on 5/14/15, Mrs. [redacted] was scheduled for delivery and received a new
[redacted] in good order. We sincerely apologize for any inconvenience Mrs.
[redacted] experienced during this process. As a gesture of goodwill, Conn’s has mail
Mrs. [redacted] a $25.00 gift card.
 
If
we may be of further assistance, Mrs. [redacted] may contact Customer Service at
1-877-358-1252.
 
 
 
Kind
regards,
 
Dyeisha
[redacted]

Thank you for the opportunity to respond to Mr. [redacted] concerns regarding account [redacted]. Mr. [redacted] stated he attempted to make a payment but the agent did not get the correct payment information causing him to lose his “cash-option.”   According to our records, Mr. [redacted] contacted us on...

March 2, 2017 and stated he wanted to make a $1600.00 but his card would not go through.  The agent attempted the card but it was declined.  The agent then asked Mr. [redacted] if he knew the checking account information.  He gave the account number but was not sure of the routing number.  The agent looked up the routing number and processed the payment.  The payment was returned by Mr. [redacted] financial institution as unable to locate an account.  This caused Mr. [redacted] to lose the “cash-option” on the account.   On April 5, 2017 the “cash-option” was reinstated as a gesture of goodwill.    Conn’s values Mr. [redacted] as a customer and apologizes for any inconvenience he experienced due to this matter.

Thank you for the opportunity to
respond to [redacted]’ complaint.  Our records show on 11/22/14, [redacted] purchased a [redacted] media chest with a limited 1-year manufacturer
warranty.  [redacted] did not purchase
additional [redacted] Coverage and elected to pick up her media
chest from the local warehouse in Houston, TX; signed acknowledging her media
chest was received in good order and that an exchange or concession would not
be authorized for damages discovered after the model leaves the warehouse of
store.
 
[redacted] contacted our service
department on 11/25/14 three days after picking up her media chest; stating the
unit doors were uneven.  A service call was scheduled for 11/29/14; during the inspection the
serviceman found the media cabinet frame was broken in half and appeared to
have been dropped on concrete.  We contacted [redacted] on 12/05/14 and informed the damages
reported were not covered under the Terms and Conditions of the manufacturer
warranty.  Therefore, we are unable to honor her request to
return/exchange the media chest.   
 
    
If we may be of further
assistance, [redacted] may contact our Customer Service Department at[redacted]
 
 
Kind regards,
 
 
Kathryn J[redacted]

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]

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 reply via email to you all and that the issues are not resolved. A repair man was to appear to assess the damage on dishwasher; however, it was requested that the same repair man not return to our home.  Conn's called me on 03/07/2017 stating that I would need to call ** directly as the dishwasher was not under Conn's warranty and that they could no longer help me. I explained the Revdex.com Complaint, explained all details to date and the Conn's representative at the service bay stated that I would need to talk to a supervisor and she would have them call to me, to which no one has called to date from Conn's. At this point, the minimal action by Conn's should be to replace the dishwasher in it's entirety.  The dishwasher continues to have high pitched noises and still is not properly installed.Please provide next step.  Below is a copy of previous emails sent to Revdex.com. From: drteam [mailto:[email protected]] Sent: Tuesday, March 07, 2017 10:47 AM To: [redacted] Subject: RE: You have a New Message from Revdex.com Regarding Complaint #[redacted] Good Morning Mrs. [redacted], Thank you for your email. Your additional comments have been relayed to the company for review. Once we receive a response, you will be notified. Kindest Regards,[redacted]Dispute Resolution/Alternative Dispute Resolution Team Business Line: 713-341-6116Consumer Line: 713-341-6117 Fax: 713-867-4947 The Revdex.com of Greater Houston & South Texas1333 West Loop South, Suite 1200Houston, Texas 77027  Please consider the environment before printing this email. Confidentiality Notice: This E-mail and any of its attachments may contain Revdex.com|Greater Houston & SouthTexas proprietary information, which is privileged, confidential, or subject to copyright belonging to Revdex.com|Greater Houston & SouthTexas. This E-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this E-mail, you are hereby notified that any dissemination, distribution, copying, or action taken in relation to the contents of and attachments to this E-mail is strictly prohibited and may be unlawful. If you have received this E-mail in error, please notify the sender immediately and permanently delete the original and any copy of this E-mail and any printout. From: [redacted] [mailto:Mrs[redacted]@hotmail.com] Sent: Tuesday, March 07, 2017 10:25 AM To: drteam <[email protected]> Subject: FW: You have a New Message from Revdex.com Regarding Complaint #[redacted] I responded to this message earlier today; however, need to UPDATE my response. 03/07/2017, 10:23AM CST Conn’s just called to state they would be here between 4:15PM – 6:15PM, the same technician that I told Dyeisha [redacted] with Conn’s NOT to send.  She sent anyways.  I requested a reschedule as the time would not be sufficient for today, without my Husband  home. If that is the only technician that Conn’s can send to service our home; then a time when my Husband is home will be needed for me to feel I am in a safe environment.  It is common sense that when you complain on a technician, that you do not send him [redacted] to the source of the complaining party.  That is truly Business 101.  And further more frustrating, since I was very specific on the phone call last week to not send that particular technician.   As of this point, no other appointment has been scheduled – a reschedule will need to take place.  [redacted]. [redacted]  [redacted]  [redacted]
[redacted]  [redacted]
[redacted]  [redacted] A hundred years from now it will not matter what my bank account was, the sort of house I lived in or the kind of car I drove; but the world may be different because I was important in the life of a child.  Forest *. [redacted]      From: Revdex.com [mailto:[email protected]] Sent: Monday, March 06, 2017 3:57 PM To: Mrs[redacted]@hotmail.com Subject: You have a New Message from Revdex.com Regarding Complaint #[redacted]  This e-mail is to notify you that you currently have a new message with Revdex.com in regards to complaint #[redacted]. Please click on the link below to access Revdex.com's Online Complaint Management System to read this message. Click here to read the message. If your email program does not support the link above, then please copy and paste the link below into your browser. http://odrcomplaint.Revdex.com.org/odrweb/Home/SecureLogin.aspx?SecureLinkGuid=0...⇄ This is a post-only mailing. Replies to this message are not monitored or answered. If you have any further questions or concerns, please do not hesitate to contact us at [email protected] or (713)341-6117. Thank you.

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]

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]

Thank you for
the opportunity to respond to Mrs. [redacted]’s concerns regarding her account.  Mrs. [redacted] stated she provided proof of
insurance and signed a new contract; however, it has not been implemented yet.
According to
our records, Mrs. [redacted] signed a 23-month retail installment...

contract on
November 1, 2014.  This contract included
our property insurance.  On November 2,
2014 Mrs. [redacted] provided a copy of her homeowner’s insurance and a replacement
contract was then processed. 
The replacement
contract has been implemented as of November 2, 2014.  Mrs. [redacted]’s minimum monthly payment is
$253.15 due on the 6th of each month.  The account is current and Mrs. [redacted] will not
receive any negative credit marks due to the replacement contract. 
We value Mrs.
[redacted] as a customer and appreciate her bringing her concerns to our
attention.  If she should have any
further questions, she may contact us directly so we may address them.Thank you,Cheryle S[redacted]

Thank you for the
opportunity to respond to [redacted] complaint. Our records show on 3/15/14;
[redacted] purchased a floor model [redacted] dishwasher with a 1-year limited
manufacturer’s warranty. [redacted] signed his invoice acknowledging he was
aware the dishwasher was an open box display...

model and was a sold as is
product.
 
We received [redacted] complaint and found he contacted our service department on 11/23/14
stating the dishwasher turns on but does not wash dishes. A service appointment
was scheduled for 11/28/14; during inspection the technician found parts were
needed for repair. We received the parts on 12/10/14 and contacted [redacted]
to schedule his service call to be complete the repairs on 12/13/14. On
12/13/14; the technician installed the parts, tested the unit and unit tested
ok. Our records show [redacted] contacted our service department later the same
day stating the dishwasher was having the same issue. We informed [redacted]
that we could schedule the technician to re-as the dishwasher on 12/16/14
however; he stated he was going to return the unit to the store and stop making
payments on his account. We have contacted [redacted] in attempts to continue
with repairs however; on 12/23/14 he informed us that he had dropped of his dishwasher
to Conn’s and no longer needed service therefore, the service order was
cancelled. On 12/24/14, we confirmed with the store manager located on [redacted] in [redacted], ** that [redacted] dropped his dishwasher off at
the store without an approved return authorization and abandoned the unit.
 
At this time [redacted] dishwasher only qualifies for service repairs; [redacted] has only had
one service call on his dishwasher since the original purchase date of
3/15/2014, and he elected not to purchase additional coverage with Conn’s. [redacted] dishwasher does not meet the qualifications for an exchange under the
terms and condition of the manufacturer’s warranty; therefore we will need to
continue with repair. [redacted] will need to pick up his dishwasher from the
store within 30 days or the unit will be disposed and [redacted] will still be
responsible for the remaining balance on his account.
 
We have included
supporting documents with our response.
 
If we may be of
further assistance, [redacted] may contact us at [redacted].
 
 
 
Sincerely,
 
Kathryn J[redacted]

Thank you for
the opportunity to respond to Ms. [redacted]’s concerns regarding account
[redacted].  Ms. [redacted] stated she paid
her account in full and would like the credit mark received in July removed
from the account.
 
According to
our records, Ms. [redacted] signed a 24-month...

retail installment contract on August
3, 2014.  Ms. [redacted] agreed to have the
minimum monthly payment due on the 12th of each month. 
Ms. [redacted]
received a 30 day credit marks due to payments being made timely.  Ms. [redacted] submitted the payment due on June
12, 2015 on July 13, 2015.  Since the
payment was submitted more than 30 calendar days after the payment was due, a
credit mark was assessed on the account. 
 
We are
obligated to report factual information to the credit bureaus and are unable to
remove negative credit marks earned on the account due to timely payments.  We have attached a copy of Ms. [redacted]’s
payment history and signed retail installment contract for her records. 
 
We value Ms.
[redacted] as a customer and appreciate her for bringing her concerns to our
attention.  Thank you,Cheryle [redacted]

Thank you for the opportunity to respond to [redacted]’ complaint. We researched [redacted]’ complaint and found her concerns are regarding a purchase made under [redacted]. Although we are unable to discuss this issue with [redacted] as she is a 3rd party representative, we did...

contact the account holder on 1/26/16 and left a voice message regarding this matter. If we may be of further assistance, the account holder may contact us directly at 1-866-765-1513. Kind regards, Dyeisha Williams

Thank you for the opportunity to respond to Mr. [redacted]’s additional comments. As mentioned in our previous responses, during both inspections the technician reported the dryer is working to up to the manufacturer’s specifications and no functional failure were found. Conn’s has given Mr. [redacted] the option to either continue with service or as a gesture of good will we would allow him to return the unit with the required 15% restocking fee. Mr. [redacted] notified us on2/16/16 that he was unable to return the unit due to the information was not updated on his account. Our records show we updated Mr. [redacted] account the same day (2/16/16) with the correct information in order to process his return. In attempts to resolve this matter we will extend the option again to return the unit with the required 15% restocking fee only until (3/08/16). If the unit is not return by the date given, we will continue with any repairs that are covered under the Terms and Condition of the manufacturer’s warranty and RSA Plan.  If we may be of further assistance, Mr. [redacted] may contact Customer Service at 1-877-358-1252. Kind regards, Dyeisha [redacted]