Conn's Home Plus

Revdex.com:
In regards to the range, that information is correct. The initial problems and why I had to keep canceling appointments was because Conn's was scheduling themselves to come to my home without contacting me to see if I would be there. I let them know from the beginning I work a hectic schedule, but they continued to schedule appointments without consulting with me.
I've spoken with Conns service department far more times than was noted in the response and have also spoken with Conns corporate department who dismissed my concerns equally as quick. After the initial service on my refrigerator I DID speak with someone from the service department who said he would give the fridge enough time to cool and contact me back, to no avail.
The refrigerator went down AGAIN a few days after the initial repair and I contacted Conns service department who sent the same company out to repair the unit. He's had to replace a part and order another motherboard claiming that the first motherboard he gave us may have been faulty. So AGAIN this mother of four has lost her food and is living day-to-day spending extra money that I don't have to feed my kids.
I spoke with a service rep from Conns after the second repair and the guy from the company that came to repair the fridge misreported to Conns the findings from the repair. He told Conn's we were good to go, but told me that he was ordering me another part and would set up an appointment when the new part came in.
The rep I spoke to yesterday said I was eligible for an exchange and I want just that. I don't feel comfortable storing food in a unit that - allegedly brand new - has gone down twice in the last [not even] three months.
Conn's needs to make it right. At this point they are costing me far more than is on my contract just to feed my kids day-to-day. Yes, they've sent me a food loss form of which they will be receiving TWO of - one from each occurrence; However, what about the money unnecessarily spent on eating out because I didn't have a refrigerator or stove? Right.
Conn's needs to own up to dropping the ball and provide the quality customer service they advertise about. They need to make this right!
[redacted]

Thank you for the opportunity to respond to Mr. [redacted] concerns regarding account [redacted].  Mr. [redacted] stated he paid his accounts off but one of them is still opened.    According to our records, Mr. [redacted] contacted us on April 9, 2016.  He received payoff quotes...

for accounts [redacted] and [redacted]. Both payments were applied to account [redacted] in error.  On April 19, 2016 we moved a payment in the amount of $1672.51 to account [redacted] and that account closed.  We are in the process of closing account [redacted].  Once the account closes, we will reverse the credit marks assessed on the account.  Please note, it may take the credit bureaus 30-60 days to update their records.    Conn’s values Mr. [redacted] as a customer and sincerely apologizes for any inconvenience he experienced due to this matter.    Thank you, Cheryle [redacted]

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. I am very appreciative of the assistance in this matter.

Thank you for the opportunity to respond to Ms. [redacted] concerns regarding account [redacted].  Ms. [redacted] stated she made a payment in April 2016, but the account number was incorrect causing her to assess a credit mark on the account.    According to our records, Ms. [redacted]...

scheduled a payment on May 14, 2016.  That payment was returned by her financial institution. The return reason was no account found.  As a one-time offer and a gesture of good-will, we will remove the negative credit mark assessed on the account and reverse the NSF fee assessed on the account.   We ask that Ms. [redacted] please allow 30-60 days for the credit bureaus to update their records.    Conn’s values Ms. [redacted] as a customer and sincerely apologizes for any inconvenience she has experienced due to this matter.    Thank you, Cheryle [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.] I can't accept the proposed action as I didn't purchase any furniture from conns and as you can see my name is not [redacted]. Furthermore the complaint is related to a San Antonio, TX store and it involves a laptop computer. 
Regards,
Elizabeth A[redacted]

Thank you for the opportunity to
respond to Mr. [redacted]’s concerns regarding account #[redacted].  Mr. [redacted] stated he has paid his account two
months in advance; however, we have billed him for $24.00
According to our records,
Mr.[redacted]’s last two payments he submitted through...

e-bill have been returned by
his financial institution due to NSF.  The
payment submitted on January 2, 2015 was returned on January 16, 2015 and the
payment processed on February 1, 2015 was returned on February 18, 2015.  The amount past due this month is
$24.16.  We have not attempted to process
a payment for this amount due to the fact that Mr. [redacted] makes his payments
through his e-bill system.  Therefore,
Mr. [redacted] will need to speak with his financial institution regarding any NSF
fees he has received.
We have attached a copy of Mr.
[redacted]’s payment history for his records. 
We value Mr. [redacted] as a customer
and appreciate him bringing his concerns to our attention.  Thank you,Cheryle S[redacted]

Thank you for the opportunity to respond to [redacted] concerns regarding his account.  [redacted] stated he is receiving collection calls before his 10 day grace period is
up. 
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 [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 your due date. Additionally, if [redacted] pay date has
changed, he may benefit from requesting a change of his due date each
month.  We ask that **. [redacted] contact us
if he would find this beneficial.  
According to our records, [redacted] began receiving
collection calls on [redacted] 5, 2014 since his payment was due on [redacted] 4,
2014.  Please note, Conn’s does not offer
a grace period on the retail installment contracts.  When payment arrangements have been made, it
takes 24 hours to remove the telephone number from the system to stop the
collection calls.  We value **. [redacted] as a
customer and appreciate him bringing this matter to our attention. Thank you,[redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’ complaint.  Our records show on 1/03/14, Mrs. [redacted] purchased a [redacted] 39” LED TV with a 49-month Repair Service Agreement.  Mrs. [redacted]’ signed invoice indicates at the time of purchase she acknowledged she was provided a copy of the...

RSA & ACCIDENTAL DAMAGE brochure and that she understood the coverage associated with the product.  We researched Mrs. [redacted]’ complaint and found she contacted us on 8/09/15; stating the unit was not connecting to Wi-Fi.  We reviewed Mrs. [redacted]’ service history and found the technician deemed her [redacted] 39” uneconomical to repair.  Therefore, an exchange was submitted and approved on 8/18/15 under the Terms and Conditions of the Repair Service Agreement.  The Repair Service Agreement will transfer over to the new selected model.  Mrs. [redacted] was issued a credit up to the original amount paid which was $499.99 to re-select a new TV model because the original model was no longer available. Mrs. [redacted] has been contacted and made aware that she may use the approved credit ($499.99) as in store credit.  Mrs. [redacted] will visit her nearest Conn’s location to re-select and initiate her exchange.       If we may be of further assistance, Mrs. [redacted] may contact Customer Service at 1-877-358-1252.  Kind regards, Jana [redacted]Customer Relations

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to the concerns you have regarding account(s) [redacted]. We have a more than 120-year history of quality customer service and satisfaction, and I would not want anything to impair that record. Our contact information is located...

on Ms. [redacted]’s retail installment contract or promissory note and security agreement, invoice, coupon book, and welcome letter. As a reminder, she may contact Conn’s regarding questions about her purchase by calling our Customer Service Helpdesk at 1-877-358-1252, or on-line at www.conns.com.     Ms. [redacted] stated in her complaint that: she was of the impression her account qualified for our no-interest financing promotion; and she would like Conn’s to add the 12-months no-interest financing to her account or allow her to return the product. Our investigation reveals that: Ms. [redacted]’s credit did not qualify for the no-interest financing; and Conn’s is unable to add the no interest financing offer to Ms. [redacted]’s account, and Ms. [redacted] is outside the return/exchange period.   According to our records, Ms. [redacted] applied for Conn’s credit on April 4, 2017.  She was approved for $2000.00 with a 5% down payment.  Ms. [redacted]’s credit did not qualify for the no-interest financing promotion (“Cash-option”).   Conn’s is unable to add the “Cash-option” to the account. In order to qualify for the “Cash-option,” the merchandise and the credit must qualify for the promotional offer.  We have included a copy of Ms. [redacted]’s signed retail installment contract for her records.    We are unable to accept the return of the product as Ms. [redacted] is outside the return/exchange period.  If Ms. [redacted] can no longer afford the product, we do accept voluntary repossessions which will result in a charge-off and residual balance due.  Please contact Conn’s for further details regarding this option.    Conn’s appreciates Ms. [redacted] for bringing her concerns to our attention.

Revdex.com:
This letter is to inform you that Conns Appliance, Inc. has carried out to my satisfaction the resolution it proposed for my complaint, filed on 8/5/2015 11:34:49 PM and assigned ID [redacted].
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.  
It is unfortunate that I have spent hours trying to resolve this and each and everytime a new excuse is brought up.   I have already tried calling the store directly, customer service and tried to speak to management, beign the reason the Revdex.com was contacted.  Such a small dollar amount to make the customer happy, instead a large corporation would rather waste man hours instead of fixing the problem.  This will be my one and only purchase, be assured not one referral will ever be sent there.  Thank you Revdex.com for trying to assist
Regards,
[redacted]

Thank you for the opportunity to respond to Mr. [redacted]’s complaint.  Our records show on12/27/16; Mr. [redacted] purchased a [redacted] reclining living room set which consisted of three pieces (power recliner, power sofa, and power loveseat) with a 36-month Furnituregard Plan on all...

three pieces.  The furniture Mr. [redacted] elected sales tag indicated that the material of the furniture was (Heavyweight, durable Valentino bonded leather touch); we have included a picture of the sign place near this furniture group in our response, this information can also be found on Conn’s website athttp://www.conns.com/nobel-living-room-reclining-sofa-loveseat-power-6404.html...⇄ Mr. [redacted] received a copy of Conn’s Return and Exchange Policy at the time of purchase.  We show Mr. [redacted] elected to have his furniture delivered.   After researching Mr. [redacted]’s complaint, we found the day of delivery (12/31/16), Mr. [redacted] received his power recliner and power loveseat in good order; however, the sofa was damaged; therefore, he refused the sofa, and we rescheduled delivery for the following day.  On1/01/17, we attempted to deliver Mr. [redacted] a new sofa; however, Mrs. [redacted] refused the sofa and stated that she did not want the unit because it was not genuine leather.   At this time we are unable to honor Mr. [redacted]’s request to return or exchange the loveseat and recliner which was accepted and received in good order.  Our Return & Exchange Policy state:No Returns/Exchanges on -Furniture, mattresses, décor & accessories unless inspected by a Conn's Service Technician and found to have a manufacturer's defect **As mentioned above the sales tag for the furniture Mr. [redacted] selected indicated the material was(Heavyweight, durable Valentino bonded leather touch).  Since the sofa was refused and returned; we can cancel the sofa upon request and issue a credit, or Mr. [redacted] may contact us to schedule the sofa to be delivered.   If we may be of further assistance, Mr. [redacted] may contact our Customer Service Department at 1-877-358-1252.      Kind regards,     Jana [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  [Provide details of why you are not satisfied with this resolution.]Regards,I disagree that my refrigerator was delivered in good condition cause they had to come and put the handles on at a later date  which where installed incorrectly plus the installation was installed also incorrectly which the tech said he was going to note in his notes.  I have two witnesses to that statement. The new tech has come out today and says the refrigerator is fixable and it will take 7 days to order all the parts to fix it. let's see if this happens.

Conn's respectfully disagrees that we have not attempted to resolve this matter.  We corrected the contract error and emailed Ms. [redacted] the new contract.  We made several attempts to contact her to answer any questions or concerns she may have regarding the new contract; however, we were unable to reach her.  The new retail installment contract that was emailed to Ms. [redacted] is now void due to not being returned within a 30-day time frame.

Thank you for
the opportunity to respond to Mrs. [redacted] concerns regarding account
#[redacted].  Mrs. [redacted] stated she paid
the account in full and would like a close out letter and the credit marks
removed on the account.
 
We have been
in contact with Mrs. [redacted] and...

have resolved her account concerns.  We processed a goodwill close-out on the
account and have removed the credit marks received in error. 
 
We value Mrs.
[redacted] as a customer and sincerely apologize for any inconvenience she has
experienced due to this matter. Thank you,Cheryle [redacted]

Thank you for
the opportunity to respond to Ms. [redacted] concerns regarding a Conn’s
account. 
 
According to
our records, Ms. [redacted] is not a signer on the account she is inquiring
about.  Conn’s has many data and privacy
measures in place when credit accounts are established.  We take the privacy and protection of our
customers’ information very seriously; therefore, we are unable to discuss the
account with anyone except the account holder. Thank you,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
Nature of Complaint:Delivery Issues - No Detail ProvidedselectProblem:I called the warehouse in Dallas at [redacted] on Saturday because I was told by the store in [redacted], Texas on 12-18-14 that they had put in a request to replace the recliner I wrote to you (reference #[redacted])detailing a complaint against Conn's because they sent out multiple repair men to no avail. Now I received two calls from Conn's on 01/10/15 from 817-237-2396 (LW store) and from the dispatch [redacted] about they had trouble calling me and I would be scheduled for delivery on the very next day (01/11/2015) I was also called from the store indicating the very same information. Now on Sunday the delivery was expected between 2:30pm and 5:30pm. I called the same number to the warehouse and the [redacted] lady ensured me that the driver had one stop prior to mine and that he would be an hour later (this was at 6:38pm). On Monday I received an email after I contacted the corporate office in Houston stating that they were told that the dispatch attempted to call me but there was no answer (LIES).TranslateDesired Settlement / OutcomeDesired Settlement:selectDesired Outcome:I want to speak with a corporate manager about this poor customer services and unethical behavior by the warehouse dispatch department. This has gone on for over a full year and I'm still having issues with getting this expensive piece of furniture repaired or replaced.
Regards,

Thank you for the opportunity to respond to [redacted] complaint. After further
review and research of [redacted] concerns, we were able to confirm that...

her
recliner was reported damaged upon delivery. Conn’s has agreed to honor [redacted] request to exchange the recliner; her new recliner is scheduled for
delivery on 1/30/15. We sincerely apologize for any inconvenience [redacted]
experienced as a result of the delay initiating her exchange. As a gesture of
goodwill, we will mail [redacted] a $50 gift card for customer satisfaction.
 
 
If we may be of further assistance, [redacted] may contact customer
service at 1-877-358-1252.
 
 
Kind regards,
 
 
[redacted]

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to Ms. [redacted]’s concerns. We have a more than 120-year history of quality customer service and satisfaction, and we would not want anything to impair that record. As a reminder, Ms. [redacted] may contact Conn’s regarding questions...

by calling our Customer Service Helpdesk at 1-877-358-1252, or on-line at www.conns.com.  Ms. [redacted] has stated in the complaint: 1) that we did not show up for her scheduled appointment.   Our investigation reveals that: 1) Ms. [redacted] was scheduled for a remote technician to diagnose her unit on 5/18/17 over the phone.      Our records show on 4/25/17, Ms. [redacted] purchased the [redacted] living room furniture and received a free 50”[redacted] with her qualified purchase. We show Ms. [redacted] elected to purchase a 49-month Repair Service Agreement with Accidental Damage Coverage Plan for her television. Ms. [redacted]’s items were delivered and signed acknowledging they were received in good order on 4/27/17.   We reviewed Ms. [redacted]’s complaint and found that on 5/15/17, she requested service for her television using our online service portal. Our record show Ms. [redacted] contacted our Service Department on 5/18/17 stating she received an email confirming she had a service appointment today. However, Ms. [redacted] was advised that her appointment was scheduled for a remote technician to contact her today between 8-12 pm in an attempt to diagnose the unit by phone. Ms. [redacted] requested that a technician came out to her residence that day to assess the unit but was informed that our first available date for an in home inspection was 5/19/17. Ms. [redacted] requested her service appointment to be scheduled for 5/26/17 upon inspected the technician found the boards needed to be replaced.  Once the parts became available, we attempted to complete the repair, but the parts did not repair the television.  We have contacted the manufacture on Ms. [redacted]s’ behalf, and they have agreed to exchange the television.  We attempted to contact Ms. [redacted] on 6/13/17 to inform her of the approval, but we were unable to reach her at the time.  Ms. [redacted] may visit her nearest store to initiate the exchange and schedule delivery.   Conn’s values Ms. [redacted] as a customer and appreciates her for bringing her concerns to our attention.

When Mrs. [redacted] account was reviewed, it was found that the credit marks were earned and valid.  We are obligated to report factual information to the credit agencies and are unable to remove the marks from the account. We are unable to remove the credit marks.