Conn's Home Plus

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]’ 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]

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

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]

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]

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]

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 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 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 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]

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.

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 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

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 again for the opportunity to respond to Ms. [redacted]'s concerns regarding her account.  As stated in our previous response, we reviewed the recorded calls, Ms. [redacted] contacted us on March 5, 2016 and was informed that the "cash-option" request was rejected because a late fee had been assessed on the account and the "cash-option" had been expired.  She was also informed if she made a payment of $399.38 they would re-submit the account for review for possible close; however, it was not a guarantee.  The request was submitted, but we were unable to reinstate the "cash-option" because the account did not qualify.

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. 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 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 again for the opportunity to respond to Mrs. [redacted]'s concerns regarding account #[redacted].  We have attached a copy of the replacement contract signed by Mrs. [redacted].  This contract included the refrigerator for $999.97, the 24-month repair service agreement for $149.99, and $129.99 for standard delivery.  This brought her total to $1299.94 plus $107.24 brings the total to $1407.18.  Mrs. [redacted] paid $282.00 down on the products purchased which left her unpaid balance as $1125.18  Mrs. [redacted] accepted the property insurance on the account in the amount of $162.92 which brought the amount financed to $1288.10.  If Mrs. [redacted] pays only the minimum monthly payment due of $53.13 each month for the 30-months the account is financed for, she would pay a total of $1700.16.  Mrs. [redacted] forfeited her no-interest financing promotion due to late payments assessed on the account.; therefore, interest is accruing on the account.  We have attached a copy of the contract as well as the payment history for her records.  Due to the number of late payments and the loss of the no-interest financing promotion, the outstanding balance owed on the account as of June 8, 2015 is $864.18.  This includes a past due amount of $223.16.  Please note, the past due amount updates daily.  If Mrs. [redacted] would like to pay the account balance in full, we ask that she contact us the day she plans to remit the payment for an up-to-date payoff quote.   Thank you, Cheryle S[redacted]