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.  
[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 again for the opportunity to respond to [redacted]'s concerns regarding account #[redacted].  The account is still in the process of closing.  [redacted] should receive a close out letter within the next 10-15 business days.  Please note, it may take up to 30 business days for an account to completely close and the close out letter to be mailed.  [redacted] should not receive any additional collection calls while we are in the process of closing the account.We value [redacted] as a customer and sincerely apologize for the delayed closing of her 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.  
From: Carolyn [redacted] Sent: Wednesday, December 21, 2016 12:29 AM To: drteam <[email protected]> Subject: Re: You have a New Message from Revdex.com Regarding Complaint #[redacted]  I have been working so much just got thiß email. Yes they did exchange the wrong product original delivered only at an additional $500 dollars added to the bill and after I read the paper contract I realized the Sales agent had put the wrong mattress on there. I wondered was the Sales agent at the same store that night this order was all screwed up. Would not recommend this store to anyone.

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.

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.

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.

Thank you for the opportunity to
respond to Mrs. [redacted]’s complaint. Our record show on 8/27/14, Mrs. [redacted] was
approved for an exchange for her [redacted] laptop due to a service...

delay receiving
the parts needed to complete repairs. We show Mrs. [redacted]’s request to return
her hard drive was forwarded to the service manager for review. However; we
confirmed prior to receiving Mrs. [redacted]’s request, her laptop was already
shipped off for disposal. Once the unit has been disposed, we have no way of
retrieving the parts.
We sincerely apologize for the
inconvenience Mrs. [redacted] experienced during this process.
If we may be of further assistance, Mrs.
[redacted] may contact Customer Service at [redacted].
Kind regards,
Dyeisha W[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.

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]

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,
  There is no care for customer satisfaction from this company. Still absolutely no regard to the fact that my children had to sleep in the floor due to the fact that Conn's could not get the order together in the time they told me. No regard to the stress it caused and the manager st the store was trained well by corporate in the fact that he didn't give a darn either. Great customer service Conn's. I let everyone that brings you up about how the company is and will continue. As far as the collection calls go, I understand that I am late on the payment, but for your company to call me 6 times in 4 hours is ridiculous and considered harassment. Since you didn't address the complaint and just the fact that I am late on my payment, the next time I feel like you are harassing me, I will contact the attorney general and get it taken care of...

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]’ concerns regarding a credit inquiry.
 
We ask that
[redacted] fax a copy of her full credit report so we may research her concerns
further. 
 
She may fax
the credit report to [redacted] for further...

review.  [redacted] will receive a response to our
research by mail within 30 business days of receiving her credit report. 
 
We appreciate
[redacted] bringing her concerns to our attention.  If she has any additional questions or
concerns she may call our customer service department at [redacted].Thank you,[redacted]

Thank you for the opportunity to respond to Mr. [redacted]’ concerns regarding account [redacted].  Mr. [redacted] stated he was offered a payment arrangement to match a payment and close the account.    According to our records, Mr. [redacted] signed a 30-month retail installment...

contract on February 14, 2014.  On July 19, 2016, Mr. [redacted] was offered a payment arrangement that if he paid $150.00 on the account, we would concession one payment on the account and waive $30.05 in late fees that was owed on the account.    Mr. [redacted] made the $150.00 payment on July 19, 2016.  One payment in the amount of $69.76 was credited to Mr. [redacted]’ account on July 20, 2016 and late fees in the amount of $30.05 were waived on July 25, 2016.  This left an outstanding balance of $29.23 due on the account.  We have attached a copy of Mr. [redacted]’ payment history for his records.   Conn’s respectfully disagrees that additional calls have been placed to Mr. [redacted], as the payment arrangement brought his account current to October 14, 2016.    As a one-time offer and a gesture of goodwill, Conn’s will agree to honor the amount paid and close the account.  We ask that Mr. [redacted] please allow up to 30 business days for the account to close.    Conn’s values Mr. [redacted] as a customer and appreciates him for bringing his concerns to our attention.    Thank you, Cheryle [redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s additional comments. We have no records indicating Mrs. [redacted] was offered additional compensations for her refrigerator; only the damage concession of $240.00 which was applied to her account on 9/2/16. We show Mrs. [redacted]’s was approved for a 1 year No Interest account with Conn’s. Therefore; no interest is accrued on the account unless payments are received late or the balance is not paid in full before the cash option expires. At this time we are unable to honor Mrs. [redacted]’s request for any additional compensation; she agreed to the 10% damage concession which has been applied to her account. If we may be of further assistance, Mrs. [redacted] may contact us at 1-866-765-1513. Kind regards, Dyeisha [redacted]

Thank you for the opportunity to respond to Mr. [redacted]’s complaint. Our records show on1/31/17, Mr. [redacted] purchased a [redacted] Electric Dryer and Washer, both which included a limited one year manufacturer’s warranty totaling $1185.29. Mr. [redacted] declined to purchase any additional service agreements...

at the time of purchase and he received a copy of Conn’s Return & Exchange Policy. Our Return & Exchange Policy 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 and if your product fails while under manufacturer’s warranty or Conn’s RSA, Conn's Factory Authorized Service will repair your product according to these warranties. We show Mr. [redacted]’s appliances were delivered and signed acknowledging the items were received in good order on 2-6-17; no issues were reported. After researching Mr. [redacted]’s complaint, we show he requested service online on2/21/17, stating that the washer was not draining. The service department contacted Mr. [redacted] on 3/2/17 to schedule service for 3/8/17, however service was canceled. We have no further records showing that Mr. [redacted] has contacted our service department regarding any further repair needs. At this time Mr. [redacted]’s washer does not meet the qualification for an exchange. However; if Mr. [redacted] is still in need of service, he can contact our Service Department at1-855-266-6349 to schedule a service inspection to determine if repair or a replacement is warranted. If we may be of further assistance, Mr. [redacted] may also contact our Customer Service Department at 1-877-358-125  Kind regards, Dyeisha [redacted]

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,

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]

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 a credit of $199.99 was applied to Mrs. [redacted] account on7/29/16for damages caused during delivery. We show there was a delay processing the credit to her account due to multiple concessions was...

submitted which caused the system to reject the transactions. We sincerely apologize for any inconvenience Mrs. [redacted] experienced as a result of the delay. Conn’s value Mrs. [redacted] as a customer and appreciates her for bringing her concerns to our attention. If we may be of further assistance, Mrs. [redacted] may contact us at1-866-765-1513. Kind regards, Dyeisha [redacted]

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]