Thank you for the opportunity to respond to Mr [redacted] ’s complaintOur records show on 5/9/15, Mr [redacted] purchased the [redacted] furniture set which consist of two pieces (left sofa and right chaise) both with a 1-year limited manufacturer’s warranty only; no additional coverage was purchasedWe researched Mr [redacted] ’s complaint and found he contacted our service department on 5/30/15, stating the back snapped on the sofaA service appointment was scheduled for 6/4/15; during the inspection the serviceman found the back wood frame support was brokenThe serviceman was able to repair the sofa by re-installing the wood frame with two wooden screwsThe serviceman also reported the seats appeared to be sagging on the right chaise although it was not initially reported and we created a new work order to add additional foamOn 6/23/15, the serviceman returned to Mr [redacted] ’s residence and added three layers of 1” foam between the seat core and springs to complete repairsOur records show Mr [redacted] contacted our service department again on 7/24/15, stating the right chaise has a tear on the seat cushion and the sofa has a tear between the arm and cushionA service appointment was scheduled for 8/4/to have a serviceman assess the reported damagesOnce we received the serviceman’s report we can determine what further actions are requiredAt this time Mr [redacted] ’s furniture does not meet the qualification for an exchange under the Terms and Conditions of the manufacturer’s warranty, we will continue with any covered repairs; no additional warranty was purchased with Conn’sIf we may be of further assistance, Mr [redacted] may contact our Customer Service department at [redacted] Kind regards, Dyeisha W [redacted]
Thank you for the opportunity to respond to Mr***’s concerns regarding accounts [redacted] and [redacted] Mr [redacted] stated he specifically told the sales associate not to combine his accounts According to our records, Mr [redacted] signed a 24-month retail installment contract on March 6, This contract created account [redacted] On May 24, 2015, Mr [redacted] signed a 32-month retail installment contract creating account [redacted] Mr [redacted] had an outstanding balance of $on account [redacted] which was added on to the signed retail installment contract which created account [redacted] Mr [redacted] accepted the terms of the contract at the time of purchase on May 24, Mr [redacted] also stated he began receiving collection calls on June 25, Mr ***’s signed retail installment contract lists the payment due date as the 24th of each month When the payment is late, we begin call attempts as a reminder to ensure payments will be made timelyIt is a practice for our company to begin call attempts the first day the payment is lateTo prevent the calls Mr [redacted] has the option to pay on-line, in her local Conn's store, by mail, or over the phone if it is more convenient for him, before the due date We are unable to accept the return of the television, as it is outside the terms of our return exchange policy We value Mr [redacted] as a customer and appreciate him brining his concerns to our attention Thank you,Cheryle [redacted]
Conn Appliances, Inc(“Conn’s”) appreciates the opportunity to respond to Mr [redacted] ’s concernWe have a more than 120-year history of quality customer service and satisfaction, and we would not want anything to impair that recordAs a reminder, Mr [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 Mr [redacted] has stated in his complaint: this is his 5th service call on his [redacted] door refrigerator; and He would like to have his refrigerator replaced.Our investigation reveals that: Mr [redacted] has contacted us on four separate occasions regarding his [redacted] door refrigerator dated 9/11/17, 10/25/17, 12/18/17, and 2/01/18.Mr [redacted] is scheduled for service on 2/09/ Once we have the technician’s report from Mr [redacted] ’s refrigerator assessment; we will be able to determine what further action is needed Thank you for the opportunity to respond to Mr [redacted] ’s complaints Our records show on 5/20/16, Mr [redacted] purchased a [redacted] door refrigerator with a 48-month Repair Service Agreement Mr [redacted] ’s refrigerator was delivered on 5/25/as requestedMr [redacted] was provided with a copy of Conn’s Return & Exchange Policy at the time of purchase Our Return & Exchange Policy states: A customer has 30-days from the date the item is received to return or exchange (appliances and electronics) with a 15% restocking fee If your product fails while under manufacturer’s warranty or Conn’s RSA, Conn’s Factory Authorized Service will repair your products according to those warranties To ensure transparency this information can be found on Conn’s website at: http://www.conns.com/returns-and-exchange/We researched Mr [redacted] ’s complaint and found that he contacted us on four separate occasions dated from 9/11/through 2/01/ On 9/11/17, Mr [redacted] contacted us; stating his ice-maker not working properly A service call was scheduled and during the inspection the technician found that parts needed to be replaced On 10/11/17, the technician installed a new assembly case fan Auger motor.On 10/25/17, Mr [redacted] contacted us; stating his ice-maker was freezing up A service call was scheduled and during the inspection the technician found that parts needed to be replaced On 11/10/17, the technician installed a new ice-maker, case auger, and A/S epoxy.On 12/18/17, Mr [redacted] contacted us; stating the ice-maker is freezing up and not making ice A service call was scheduled and during the inspection the technician adjusted the ice-maker fill tube and defrosted.On 2/01/18, Mr [redacted] contacted us again; stating the ice-maker was not functioning correctly Mr [redacted] was scheduled for service on 2/06/but due t the technician being ill he was rescheduled to 2/09/At this time we are unable to honor to Mr [redacted] ’s request Mr [redacted] is currently scheduled to have his refrigerator assessed on 2/09/ Once Mr [redacted] ’s refrigerator has been assessed and we receive the technician’s report; we will be able to determine what further action is needed Conn’s values Mr [redacted] as our customers and appreciates him for bringing this matter to our attentionSincerely, Customer RelationsConn’s Inc
[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 Thank You so much Revdex.comI truly appreciate y'all Conns would Not corporate with me until I got y'all involve
Thank you for the opportunity to respond to Mrs [redacted] ’s complaintOur records show Mrs [redacted] ’s issue has been addressed with the store managerWe attempted to contact Mrs [redacted] on 5/13/to verify if this matter has been resolved but were unsuccessfulWe show Conn’s agreed to honor the price tag listed at the time of purchase and Mrs [redacted] received a concession for $on her invoice as well as a $gift card for the inconvenienceOur records show the recliner was exchange and re-delivered in good order on 4/21/Also Mr [redacted] did receive a 10% damages concession as agreed for his media chest in the amount of $We sincerely apologize for any inconvenience Mrand Mrs [redacted] experienced during this processIf we may be of further assistance, Mrs [redacted] may contact us directly at 1-866-765-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 Yes it was repaired! No help to their companyNot once have they acknowledged their customer service who did NOTHING to help meThis company is a jokeIt is very sad to see a supposed "great" company who the Revdex.com actually credit treat their customers like thisCompany's like this is should be taught how to treat their customersI was never once contacted by anyone at this company, as they promised me numerous times!! The only reason my dryer is fixed is because I called and told the company who I set up to fix my dryer that they should be contacting them, or actually should have alreadySo I threw a fit and called the customer service department back again!! Then I posted on their social media pages and let them know they had been reportedThat is when they actually sent the proof of purchase as I requested!! So for this "company" to act like they did anything for me is an absolute jokeThey did notThey do not deserve to have an accreditation by the Revdex.com [Provide details of why you are not satisfied with this resolution.] Regards,
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending iti do accept Conns response but I am asking if they can mail me out the payoff letter as soon as they canLike I said my payment was made over 30days ago and their customer service reps NEVER mention anything about the settlement being voided If they did we wouldn't be in this situationMy credit is on the line because you didn't properly advice me about the Void Please send me my pay off letter that is all I ask 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
Thank you for the opportunity to respond to Mrs [redacted] ’ additional comments As mentioned in Mrs [redacted] ’ original response that was received; Mrs [redacted] ’ refrigerator was delivered and signed acknowledging the item was received in good order on 12/22/16; no issues were reportedWe reached out to our delivery team and confirmed that Mrs [redacted] refrigerator was a new factory sealed unit that was just received at the warehouse on 12/22/to be deliveredAfter further reviewing of the pictures that Ms [redacted] sent verses the pictures taken at the time of the delivery, the refrigerator appears to have been movedConn’s cannot take responsibility for any damages that occurred after initial installation and delivery Kind regards, Kristal [redacted] Customer Relations
Conn Appliances, Inc(“Conn’s”) appreciates the opportunity to respond to Mr***’s concernsWe have a more than 120-year history of quality customer service and satisfaction, and we would not want anything to impair that recordAs a reminder, Mr *** may contact Conn’s regarding questions by calling our Customer Service Helpdesk at 1-877-358-1252, or on-line at www.conns.com Mr [redacted] has stated in the complaint: He was informed by his sales representative at the time of purchase that the warranty for his television covered accidental damaged; He contacted us for service on his television but was told the reported issue is not covered; We did not provide him a copy of the warranty terms; He is requesting to have his television repaired or replaced; and He is requesting to be contacted regarding his concerns Our investigation reveals that: Mr [redacted] was educated regarding the Terms and Conditions of the Repair Service Agreement at the time of purchase; Mr [redacted] was informed that cracked screens are not covered under warranty for his television; Mr [redacted] opted to receive his paperwork electronically to the email address provided at the time of sale; We are unable to honor Mr***’s request as the reported damages are not covered; and We have been in contact with Mr [redacted] via telephone and email regarding this matter Our records show on 9/15/17, Mr [redacted] purchased a 65” [redacted] TV with a 24-month Repair Service Agreement Plan and a 27” [redacted] *** We researched Mr***’s complaint and found that he contacted us on 9/22/stating his screen was accidentally cracked and requested serviceMr [redacted] was informed that the warranty purchased does not cover accidental/incidental damagesMr [redacted] was unsatisfied with the resolution stating at the time of purchase he was informed accidental damages were covered and his unit would either be repaired or replaced We contacted the sales representative and the store manager where Mr [redacted] made his purchase and was informed that he was aware of the coverage associated with his television at the time of purchaseThe sales representative stated Mr [redacted] inquired about warranty for both his television and [redacted] and he explained the different coverage associated with each product but did not inform Mr [redacted] that accidental damage was included on the television We are unable to honor his request to exchange or repair the damaged television Cracked screens are not covered under the Terms and Conditions of the Repair Service Agreement Conn’s valued Mr [redacted] as a customer and appreciated him for bringing this matter to our attentionSincerely, Conn’s Inc
Thank you for the opportunity to respond to Mrs [redacted] additional commentsWe spoke to the store manager who agreed to purchase a new chair on Mrs [redacted] behalf due to the inconvenienceOur records show this merchandise is scheduled to arrive from the manufacturer on 10/24/Once we receive the merchandise, Mrs [redacted] will be contacted for pick upAgain, we sincerely apologize for any inconvenience Mrs [redacted] experienced as a result of the delayIf we may be of further assistance, Mrs [redacted] may contact us at 1-877-358-Kind regards, Dyeisha [redacted]
Conn Appliances, Inc(“Conn’s”) appreciates the opportunity to respond to Ms [redacted] ’s concernsWe have 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 about your purchase by calling our Customer Service Helpdesk at 1-877-358-1252, or online at www.conns.com Ms [redacted] has stated in the complaint: She contacted us for repairs on her furniture several times, but the unit has still not been repaired;We have not returned her calls; andShe is requesting to her furniture exchanged and the warranty extended for a year or a full refund Our investigation reveals that: We have repaired the issues that are covered under the manufacturer’s warranty;We have remained in contact with the account holder regarding the repairs to the furniture; and Ms [redacted] ’s furniture does not meet the qualification for an exchangeWe are unable to honor Ms [redacted] ’s request to receive an extended warranty for a year or issue a refund Our records show on 5/29/17, Mr [redacted] purchased the [redacted] reclining living room furniture that consists of four pieces (sofa, console, right recliner and left recliner) which comes with a 1-year limited manufacturer's warranty that expires on 5/30/Mr [redacted] did not elect to purchase additional coverage with Conn’s We researched Ms [redacted] ’s complaint and found that she contacted our service department on 2/20/stating the sofa, right recliner and left recliner is not reclining properly and sinking inA service appointment was scheduled for 2/28/During the inspection, the serviceman found left recliner not working properly, the right recliner leaning and the core sinking in on the sofaThe serviceman reported that he adjusted the mechanism on the left recliner and added foam to the core of the sofa to complete the repairsHowever; parts needed to be ordered to repair the right reclinerOnce we received the parts from the manufacturer, Mr [redacted] was scheduled for installation on 3/26/The serviceman reported that he installed a new mechanism on the right side of the recliner, but the left side was leaning and needed to order a new left mechanismWe show the part arrived on 4/5/and Mr [redacted] was contacted on 4/6/18, 4/10/18, 4/11/and 4/12/to scheduled installationHowever; due to no contact his service order was canceledWe show Ms [redacted] called in requesting an exchange on the furniture but was made aware that the unit does not meet the qualification for an exchange at this time Although we are unable to honor Ms [redacted] ’s request to exchange the furniture, she may contact our service department at 1-855-266-to continue with repair needs Conn’s values Ms [redacted] as our customers and appreciates her for bringing this matter to our attention Sincerely, Customer Relations Conn’s Inc
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,
Thank you for the opportunity to respond to Mr [redacted] ’s complaintAfter further review of Mr [redacted] ’s complaint, we were able to confirm that the chairs were refused at the time of delivery due to damagesWe verified with the store manager that the chairs were sold as new items for a discounted price and were not floor modelsTherefore; we have agreed to re-deliver Mr [redacted] four new chairsWe sincerely apologize for any inconvenience Mr [redacted] experienced as a result of the delayIf we may be of further assistance, Mr [redacted] may contact us at 1-866-765- Kind regards, Dyeisha [redacted]
I am accepting this response because I'm giving them the benefit of doubt that they are working on itHowecer, this has been the most horrendous customer service I have ever experiencedIf I had waited months to make paymentsor respond to them, they would have probably came and took my purchases back, but it's OK for them to wait months because of computer issues? The only contact they made with me is to say I owed more money, which I paid the same day and responded with the confirmation numberNever heard a word about them receiving the payment and submitting it for closureIf they're having that many problems with this new computer system, maybe they should've switched back to the old by now 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
Thank you for the opportunity to respond to Mrs [redacted] ’s additional commentsConn’s professional delivery team will deliver products to customer’s home, remove their old unit and haul away if requestedThis service does include some basic unpacking and setup services, however; the delivery team stated Mrs [redacted] ’s informed them that the television was going to be installed by someone other than Conn’s and did not require setupAs mentioned in our previous response, Mrs [redacted] signed her delivery ticket acknowledging the item was received in good order; no damages were reportedAs listed on the signed delivery ticket “By signing below you agree that you have thoroughly inspected your merchandise for damageAn exchange or price concession will not be authorized for damage discovered after the delivery”.Mrs [redacted] mentioned in her response that the men she hired to install the television removed the unit from the box, turned it on before hanging it and found the defect on the screenHowever; the photos provided by Mrs [redacted] shows the unit already mounted on the wall and we have no records showing that Mrs [redacted] contacted us regarding any damages before the unit being installedAgain; we are unable to determine when or how the damages may have occurred once the delivery has been completedTherefore; we are unable to honor Mrs [redacted] ’s request for an exchange.If we may be of further assistance, Mrs [redacted] may contact us at 1-866-765-Kind regards,Dyeisha [redacted]
Conn Appliances, Inc(“Conn’s”) appreciates the opportunity to respond to the concerns MsHarris has 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 recordOur contact information is located on MsHarris’s retail installment contract or promissory note and security agreement, invoice, coupon book, and welcome letterAs 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 MsHarris stated in her complaint that: She lost her no-interest financing due to payment information being submitted incorrectly; and She would like the no-interest financing reinstated Our investigation reveals that: MsHarris lost the no-interest financing due to late payments; and Conn’s is unable to reinstate the no-interest financing promotion due to payments not being made timely on the account According to our records, MsHarris signed a 34-month promissory note and security agreement on March 11, She agreed to have her minimum monthly payment of $due on the 25th of each month That agreement included our 12-month no-interest financing promotion (“cash-option”) Per the terms of the “cash-option,” the “cash-option” is void if the minimum monthly payment is not paid within 10-days of each month’s due date or the unpaid portion of the total cash option price is not paid within 10- days of the expiration date MsHarris’ “cash-option” was void due to a late payments being assessed on the account on May 5, 2017, and December 5, On November 25, 2017, MsHarris submitted her payment through our webpay service That payment was returned by her financial institution due to “account not found;” however, the “cash-option” was lost due to the number of late payments assessed on the account Conn’s is unable to reinstate the “cash-option” due to payments not being made timely on the account We have included copies of MsHarris’s signed documents and payment history for her records Conn’s values MsHarris as a customer and appreciates her for bringing her concerns to our attention
Thank you for the opportunity to respond to Mr***'s concerns regarding a Conn's account Mr [redacted] stated his banking information was linked to a Conn's account in error and he assessed NSF fees at his financial institution due to the error According to our records, Mr [redacted] notified us that his bank account had been debited in error We asked Mr [redacted] to fax over a copy of a full running bank statement so we may research the matter Mr [redacted] faxed over a copy of the bank statement; however, the statement he submitted did not have his name or account number listed We would need Mr [redacted] to fax over a copy of his full running bank statement that includes his name, address, and full account number so we may research the matter further He may fax the requested information to 877-404-for further review We appreciate Mr [redacted] for brining his concerns to our attention We sincerely apologize for any inconvenience he has experienced due to this matter Thank you, Cheryle S [redacted]
Thank you for the opportunity to respond to Mrs***’s complaintOur records show on 4/29/15, Mrs [redacted] purchased a [redacted] washer and dryer and also elected to purchase a 24-month Repair Service AgreementMrs [redacted] signed her invoice acknowledging she received a copy of the RSA brochure at the time of purchase and understood the coverage associated with the covered productsWe show Mrs***’s washer and dryer was delivered on 4/30/15; during delivery there was damage to the dryerMrs [redacted] was offered and accepted a 10% damage concession of $which was applied to her account on 5/11/ We reviewed Mrs***’s complaint and found she contacted our service department on 7/31/stating her dryer is making a loud noise and not drying clothes properlyA service appointment was scheduled for 8/6/15; during inspection the technician found parts were needed to complete repairsOur records show we had the part available locally and attempted to contact Mrs [redacted] to scheduled repairs but were unsuccessfulWe contacted Mrs [redacted] again on 8/8/and were able to schedule repairs on 8/12/15; however Mrs [redacted] rescheduled for 8/15/During repairs the technician found an additional part was needed that was not immediately availableWe show the part arrived on 8/18/and Mrs [redacted] was scheduled to install the new on 8/20/Per the service technician, the part was not installed because Mrs [redacted] re-scheduled her service appointment on four separate occasions (8/20/15, 8/24/15, 8/26/and 8/29/15); therefore the part was returned and the service order was completedMrs [redacted] was advised to contact our service department when she was available to complete repairsMrs [redacted] later contacted us again on 9/11/regarding the same issueOur service department re-ordered the part needed from the prior service order which arrived on 9/15/Mrs [redacted] was contacted on 9/16/and 9/22/to scheduled repairs but was unsuccessful and left a voice messageMrs [redacted] contact us on 9/23/and setup a service appointment on 9/26/However; per the technician the service appointment was again re-scheduled because Mrs [redacted] stated she had to attend her nephew’s football game and had training during the weekMrs [redacted] is currently scheduled to complete repairs on 10/3/as requested At this time Mrs***’s dryer does not meet the qualifications for an exchange under the T&C’s of the manufacturer’s warranty or RSA Plan purchased; we will continue with any covered repairsMrs [redacted] has not allowed us to repair her dryer in a timely manner which has resulted in a service delay 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 to Mr***’s complaintOur records show on10/15/16, Mr [redacted] purchased a [redacted] HE Gas dryer which comes with a 1-year limited manufacturer’s warrantyWe researched Mrs***’s complaint and found that he contacted our Customer Service department via email on 1/29/stating that when he purchased his dryer, the sales associate entered the incorrect billing address on the sales receipt and requested to have the information correctedOur customer service department spoke to Mrs [redacted] the following day and informed her that we were unable to change the address on a sales receipt however; we would update the address in our systemAlthough we are unable to reprint a new sales receipt, we have attached screenshots of Mr***’s purchase which includes the correct addressWe sincerely apologize for any inconvenience Mr [redacted] experienced during this processIf we may be of further assistance, Mr [redacted] may contact us at 1-866-765-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 called before the 29th with my concerns on the set I have, but the store did not take them seriously until laterI've spent many hours in that store trying to get information and figure out when I'd be able to get this set replacedThe reason I kept pointing out things to the service man that inspected the furniture is because I keep noticing things each dayI don't want a replacement with the same brand and make furnitureI would like to pick something else that won't fall apart within in days of it being delivered Regards,
Thank you for the opportunity to respond to Mr [redacted] ’s complaintOur records show on 5/9/15, Mr [redacted] purchased the [redacted] furniture set which consist of two pieces (left sofa and right chaise) both with a 1-year limited manufacturer’s warranty only; no additional coverage was purchasedWe researched Mr [redacted] ’s complaint and found he contacted our service department on 5/30/15, stating the back snapped on the sofaA service appointment was scheduled for 6/4/15; during the inspection the serviceman found the back wood frame support was brokenThe serviceman was able to repair the sofa by re-installing the wood frame with two wooden screwsThe serviceman also reported the seats appeared to be sagging on the right chaise although it was not initially reported and we created a new work order to add additional foamOn 6/23/15, the serviceman returned to Mr [redacted] ’s residence and added three layers of 1” foam between the seat core and springs to complete repairsOur records show Mr [redacted] contacted our service department again on 7/24/15, stating the right chaise has a tear on the seat cushion and the sofa has a tear between the arm and cushionA service appointment was scheduled for 8/4/to have a serviceman assess the reported damagesOnce we received the serviceman’s report we can determine what further actions are requiredAt this time Mr [redacted] ’s furniture does not meet the qualification for an exchange under the Terms and Conditions of the manufacturer’s warranty, we will continue with any covered repairs; no additional warranty was purchased with Conn’sIf we may be of further assistance, Mr [redacted] may contact our Customer Service department at [redacted] Kind regards, Dyeisha W [redacted]
Thank you for the opportunity to respond to Mr***’s concerns regarding accounts [redacted] and [redacted] Mr [redacted] stated he specifically told the sales associate not to combine his accounts According to our records, Mr [redacted] signed a 24-month retail installment contract on March 6, This contract created account [redacted] On May 24, 2015, Mr [redacted] signed a 32-month retail installment contract creating account [redacted] Mr [redacted] had an outstanding balance of $on account [redacted] which was added on to the signed retail installment contract which created account [redacted] Mr [redacted] accepted the terms of the contract at the time of purchase on May 24, Mr [redacted] also stated he began receiving collection calls on June 25, Mr ***’s signed retail installment contract lists the payment due date as the 24th of each month When the payment is late, we begin call attempts as a reminder to ensure payments will be made timelyIt is a practice for our company to begin call attempts the first day the payment is lateTo prevent the calls Mr [redacted] has the option to pay on-line, in her local Conn's store, by mail, or over the phone if it is more convenient for him, before the due date We are unable to accept the return of the television, as it is outside the terms of our return exchange policy We value Mr [redacted] as a customer and appreciate him brining his concerns to our attention Thank you,Cheryle [redacted]
Conn Appliances, Inc(“Conn’s”) appreciates the opportunity to respond to Mr [redacted] ’s concernWe have a more than 120-year history of quality customer service and satisfaction, and we would not want anything to impair that recordAs a reminder, Mr [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 Mr [redacted] has stated in his complaint: this is his 5th service call on his [redacted] door refrigerator; and He would like to have his refrigerator replaced.Our investigation reveals that: Mr [redacted] has contacted us on four separate occasions regarding his [redacted] door refrigerator dated 9/11/17, 10/25/17, 12/18/17, and 2/01/18.Mr [redacted] is scheduled for service on 2/09/ Once we have the technician’s report from Mr [redacted] ’s refrigerator assessment; we will be able to determine what further action is needed Thank you for the opportunity to respond to Mr [redacted] ’s complaints Our records show on 5/20/16, Mr [redacted] purchased a [redacted] door refrigerator with a 48-month Repair Service Agreement Mr [redacted] ’s refrigerator was delivered on 5/25/as requestedMr [redacted] was provided with a copy of Conn’s Return & Exchange Policy at the time of purchase Our Return & Exchange Policy states: A customer has 30-days from the date the item is received to return or exchange (appliances and electronics) with a 15% restocking fee If your product fails while under manufacturer’s warranty or Conn’s RSA, Conn’s Factory Authorized Service will repair your products according to those warranties To ensure transparency this information can be found on Conn’s website at: http://www.conns.com/returns-and-exchange/We researched Mr [redacted] ’s complaint and found that he contacted us on four separate occasions dated from 9/11/through 2/01/ On 9/11/17, Mr [redacted] contacted us; stating his ice-maker not working properly A service call was scheduled and during the inspection the technician found that parts needed to be replaced On 10/11/17, the technician installed a new assembly case fan Auger motor.On 10/25/17, Mr [redacted] contacted us; stating his ice-maker was freezing up A service call was scheduled and during the inspection the technician found that parts needed to be replaced On 11/10/17, the technician installed a new ice-maker, case auger, and A/S epoxy.On 12/18/17, Mr [redacted] contacted us; stating the ice-maker is freezing up and not making ice A service call was scheduled and during the inspection the technician adjusted the ice-maker fill tube and defrosted.On 2/01/18, Mr [redacted] contacted us again; stating the ice-maker was not functioning correctly Mr [redacted] was scheduled for service on 2/06/but due t the technician being ill he was rescheduled to 2/09/At this time we are unable to honor to Mr [redacted] ’s request Mr [redacted] is currently scheduled to have his refrigerator assessed on 2/09/ Once Mr [redacted] ’s refrigerator has been assessed and we receive the technician’s report; we will be able to determine what further action is needed Conn’s values Mr [redacted] as our customers and appreciates him for bringing this matter to our attentionSincerely, Customer RelationsConn’s Inc
[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 Thank You so much Revdex.comI truly appreciate y'all Conns would Not corporate with me until I got y'all involve
Thank you for the opportunity to respond to Mrs [redacted] ’s complaintOur records show Mrs [redacted] ’s issue has been addressed with the store managerWe attempted to contact Mrs [redacted] on 5/13/to verify if this matter has been resolved but were unsuccessfulWe show Conn’s agreed to honor the price tag listed at the time of purchase and Mrs [redacted] received a concession for $on her invoice as well as a $gift card for the inconvenienceOur records show the recliner was exchange and re-delivered in good order on 4/21/Also Mr [redacted] did receive a 10% damages concession as agreed for his media chest in the amount of $We sincerely apologize for any inconvenience Mrand Mrs [redacted] experienced during this processIf we may be of further assistance, Mrs [redacted] may contact us directly at 1-866-765-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 Yes it was repaired! No help to their companyNot once have they acknowledged their customer service who did NOTHING to help meThis company is a jokeIt is very sad to see a supposed "great" company who the Revdex.com actually credit treat their customers like thisCompany's like this is should be taught how to treat their customersI was never once contacted by anyone at this company, as they promised me numerous times!! The only reason my dryer is fixed is because I called and told the company who I set up to fix my dryer that they should be contacting them, or actually should have alreadySo I threw a fit and called the customer service department back again!! Then I posted on their social media pages and let them know they had been reportedThat is when they actually sent the proof of purchase as I requested!! So for this "company" to act like they did anything for me is an absolute jokeThey did notThey do not deserve to have an accreditation by the Revdex.com [Provide details of why you are not satisfied with this resolution.] Regards,
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending iti do accept Conns response but I am asking if they can mail me out the payoff letter as soon as they canLike I said my payment was made over 30days ago and their customer service reps NEVER mention anything about the settlement being voided If they did we wouldn't be in this situationMy credit is on the line because you didn't properly advice me about the Void Please send me my pay off letter that is all I ask 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
Thank you for the opportunity to respond to Mrs [redacted] ’ additional comments As mentioned in Mrs [redacted] ’ original response that was received; Mrs [redacted] ’ refrigerator was delivered and signed acknowledging the item was received in good order on 12/22/16; no issues were reportedWe reached out to our delivery team and confirmed that Mrs [redacted] refrigerator was a new factory sealed unit that was just received at the warehouse on 12/22/to be deliveredAfter further reviewing of the pictures that Ms [redacted] sent verses the pictures taken at the time of the delivery, the refrigerator appears to have been movedConn’s cannot take responsibility for any damages that occurred after initial installation and delivery Kind regards, Kristal [redacted] Customer Relations
Conn Appliances, Inc(“Conn’s”) appreciates the opportunity to respond to Mr***’s concernsWe have a more than 120-year history of quality customer service and satisfaction, and we would not want anything to impair that recordAs a reminder, Mr *** may contact Conn’s regarding questions by calling our Customer Service Helpdesk at 1-877-358-1252, or on-line at www.conns.com Mr [redacted] has stated in the complaint: He was informed by his sales representative at the time of purchase that the warranty for his television covered accidental damaged; He contacted us for service on his television but was told the reported issue is not covered; We did not provide him a copy of the warranty terms; He is requesting to have his television repaired or replaced; and He is requesting to be contacted regarding his concerns Our investigation reveals that: Mr [redacted] was educated regarding the Terms and Conditions of the Repair Service Agreement at the time of purchase; Mr [redacted] was informed that cracked screens are not covered under warranty for his television; Mr [redacted] opted to receive his paperwork electronically to the email address provided at the time of sale; We are unable to honor Mr***’s request as the reported damages are not covered; and We have been in contact with Mr [redacted] via telephone and email regarding this matter Our records show on 9/15/17, Mr [redacted] purchased a 65” [redacted] TV with a 24-month Repair Service Agreement Plan and a 27” [redacted] *** We researched Mr***’s complaint and found that he contacted us on 9/22/stating his screen was accidentally cracked and requested serviceMr [redacted] was informed that the warranty purchased does not cover accidental/incidental damagesMr [redacted] was unsatisfied with the resolution stating at the time of purchase he was informed accidental damages were covered and his unit would either be repaired or replaced We contacted the sales representative and the store manager where Mr [redacted] made his purchase and was informed that he was aware of the coverage associated with his television at the time of purchaseThe sales representative stated Mr [redacted] inquired about warranty for both his television and [redacted] and he explained the different coverage associated with each product but did not inform Mr [redacted] that accidental damage was included on the television We are unable to honor his request to exchange or repair the damaged television Cracked screens are not covered under the Terms and Conditions of the Repair Service Agreement Conn’s valued Mr [redacted] as a customer and appreciated him for bringing this matter to our attentionSincerely, Conn’s Inc
Thank you for the opportunity to respond to Mrs [redacted] additional commentsWe spoke to the store manager who agreed to purchase a new chair on Mrs [redacted] behalf due to the inconvenienceOur records show this merchandise is scheduled to arrive from the manufacturer on 10/24/Once we receive the merchandise, Mrs [redacted] will be contacted for pick upAgain, we sincerely apologize for any inconvenience Mrs [redacted] experienced as a result of the delayIf we may be of further assistance, Mrs [redacted] may contact us at 1-877-358-Kind regards, Dyeisha [redacted]
Conn Appliances, Inc(“Conn’s”) appreciates the opportunity to respond to Ms [redacted] ’s concernsWe have 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 about your purchase by calling our Customer Service Helpdesk at 1-877-358-1252, or online at www.conns.com Ms [redacted] has stated in the complaint: She contacted us for repairs on her furniture several times, but the unit has still not been repaired;We have not returned her calls; andShe is requesting to her furniture exchanged and the warranty extended for a year or a full refund Our investigation reveals that: We have repaired the issues that are covered under the manufacturer’s warranty;We have remained in contact with the account holder regarding the repairs to the furniture; and Ms [redacted] ’s furniture does not meet the qualification for an exchangeWe are unable to honor Ms [redacted] ’s request to receive an extended warranty for a year or issue a refund Our records show on 5/29/17, Mr [redacted] purchased the [redacted] reclining living room furniture that consists of four pieces (sofa, console, right recliner and left recliner) which comes with a 1-year limited manufacturer's warranty that expires on 5/30/Mr [redacted] did not elect to purchase additional coverage with Conn’s We researched Ms [redacted] ’s complaint and found that she contacted our service department on 2/20/stating the sofa, right recliner and left recliner is not reclining properly and sinking inA service appointment was scheduled for 2/28/During the inspection, the serviceman found left recliner not working properly, the right recliner leaning and the core sinking in on the sofaThe serviceman reported that he adjusted the mechanism on the left recliner and added foam to the core of the sofa to complete the repairsHowever; parts needed to be ordered to repair the right reclinerOnce we received the parts from the manufacturer, Mr [redacted] was scheduled for installation on 3/26/The serviceman reported that he installed a new mechanism on the right side of the recliner, but the left side was leaning and needed to order a new left mechanismWe show the part arrived on 4/5/and Mr [redacted] was contacted on 4/6/18, 4/10/18, 4/11/and 4/12/to scheduled installationHowever; due to no contact his service order was canceledWe show Ms [redacted] called in requesting an exchange on the furniture but was made aware that the unit does not meet the qualification for an exchange at this time Although we are unable to honor Ms [redacted] ’s request to exchange the furniture, she may contact our service department at 1-855-266-to continue with repair needs Conn’s values Ms [redacted] as our customers and appreciates her for bringing this matter to our attention Sincerely, Customer Relations Conn’s Inc
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,
Thank you for the opportunity to respond to Mr [redacted] ’s complaintAfter further review of Mr [redacted] ’s complaint, we were able to confirm that the chairs were refused at the time of delivery due to damagesWe verified with the store manager that the chairs were sold as new items for a discounted price and were not floor modelsTherefore; we have agreed to re-deliver Mr [redacted] four new chairsWe sincerely apologize for any inconvenience Mr [redacted] experienced as a result of the delayIf we may be of further assistance, Mr [redacted] may contact us at 1-866-765- Kind regards, Dyeisha [redacted]
I am accepting this response because I'm giving them the benefit of doubt that they are working on itHowecer, this has been the most horrendous customer service I have ever experiencedIf I had waited months to make paymentsor respond to them, they would have probably came and took my purchases back, but it's OK for them to wait months because of computer issues? The only contact they made with me is to say I owed more money, which I paid the same day and responded with the confirmation numberNever heard a word about them receiving the payment and submitting it for closureIf they're having that many problems with this new computer system, maybe they should've switched back to the old by now 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
Thank you for the opportunity to respond to Mrs [redacted] ’s additional commentsConn’s professional delivery team will deliver products to customer’s home, remove their old unit and haul away if requestedThis service does include some basic unpacking and setup services, however; the delivery team stated Mrs [redacted] ’s informed them that the television was going to be installed by someone other than Conn’s and did not require setupAs mentioned in our previous response, Mrs [redacted] signed her delivery ticket acknowledging the item was received in good order; no damages were reportedAs listed on the signed delivery ticket “By signing below you agree that you have thoroughly inspected your merchandise for damageAn exchange or price concession will not be authorized for damage discovered after the delivery”.Mrs [redacted] mentioned in her response that the men she hired to install the television removed the unit from the box, turned it on before hanging it and found the defect on the screenHowever; the photos provided by Mrs [redacted] shows the unit already mounted on the wall and we have no records showing that Mrs [redacted] contacted us regarding any damages before the unit being installedAgain; we are unable to determine when or how the damages may have occurred once the delivery has been completedTherefore; we are unable to honor Mrs [redacted] ’s request for an exchange.If we may be of further assistance, Mrs [redacted] may contact us at 1-866-765-Kind regards,Dyeisha [redacted]
Conn Appliances, Inc(“Conn’s”) appreciates the opportunity to respond to the concerns MsHarris has 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 recordOur contact information is located on MsHarris’s retail installment contract or promissory note and security agreement, invoice, coupon book, and welcome letterAs 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 MsHarris stated in her complaint that: She lost her no-interest financing due to payment information being submitted incorrectly; and She would like the no-interest financing reinstated Our investigation reveals that: MsHarris lost the no-interest financing due to late payments; and Conn’s is unable to reinstate the no-interest financing promotion due to payments not being made timely on the account According to our records, MsHarris signed a 34-month promissory note and security agreement on March 11, She agreed to have her minimum monthly payment of $due on the 25th of each month That agreement included our 12-month no-interest financing promotion (“cash-option”) Per the terms of the “cash-option,” the “cash-option” is void if the minimum monthly payment is not paid within 10-days of each month’s due date or the unpaid portion of the total cash option price is not paid within 10- days of the expiration date MsHarris’ “cash-option” was void due to a late payments being assessed on the account on May 5, 2017, and December 5, On November 25, 2017, MsHarris submitted her payment through our webpay service That payment was returned by her financial institution due to “account not found;” however, the “cash-option” was lost due to the number of late payments assessed on the account Conn’s is unable to reinstate the “cash-option” due to payments not being made timely on the account We have included copies of MsHarris’s signed documents and payment history for her records Conn’s values MsHarris as a customer and appreciates her for bringing her concerns to our attention
Thank you for the opportunity to respond to Mr***'s concerns regarding a Conn's account Mr [redacted] stated his banking information was linked to a Conn's account in error and he assessed NSF fees at his financial institution due to the error According to our records, Mr [redacted] notified us that his bank account had been debited in error We asked Mr [redacted] to fax over a copy of a full running bank statement so we may research the matter Mr [redacted] faxed over a copy of the bank statement; however, the statement he submitted did not have his name or account number listed We would need Mr [redacted] to fax over a copy of his full running bank statement that includes his name, address, and full account number so we may research the matter further He may fax the requested information to 877-404-for further review We appreciate Mr [redacted] for brining his concerns to our attention We sincerely apologize for any inconvenience he has experienced due to this matter Thank you, Cheryle S [redacted]
Thank you for the opportunity to respond to Mrs***’s complaintOur records show on 4/29/15, Mrs [redacted] purchased a [redacted] washer and dryer and also elected to purchase a 24-month Repair Service AgreementMrs [redacted] signed her invoice acknowledging she received a copy of the RSA brochure at the time of purchase and understood the coverage associated with the covered productsWe show Mrs***’s washer and dryer was delivered on 4/30/15; during delivery there was damage to the dryerMrs [redacted] was offered and accepted a 10% damage concession of $which was applied to her account on 5/11/ We reviewed Mrs***’s complaint and found she contacted our service department on 7/31/stating her dryer is making a loud noise and not drying clothes properlyA service appointment was scheduled for 8/6/15; during inspection the technician found parts were needed to complete repairsOur records show we had the part available locally and attempted to contact Mrs [redacted] to scheduled repairs but were unsuccessfulWe contacted Mrs [redacted] again on 8/8/and were able to schedule repairs on 8/12/15; however Mrs [redacted] rescheduled for 8/15/During repairs the technician found an additional part was needed that was not immediately availableWe show the part arrived on 8/18/and Mrs [redacted] was scheduled to install the new on 8/20/Per the service technician, the part was not installed because Mrs [redacted] re-scheduled her service appointment on four separate occasions (8/20/15, 8/24/15, 8/26/and 8/29/15); therefore the part was returned and the service order was completedMrs [redacted] was advised to contact our service department when she was available to complete repairsMrs [redacted] later contacted us again on 9/11/regarding the same issueOur service department re-ordered the part needed from the prior service order which arrived on 9/15/Mrs [redacted] was contacted on 9/16/and 9/22/to scheduled repairs but was unsuccessful and left a voice messageMrs [redacted] contact us on 9/23/and setup a service appointment on 9/26/However; per the technician the service appointment was again re-scheduled because Mrs [redacted] stated she had to attend her nephew’s football game and had training during the weekMrs [redacted] is currently scheduled to complete repairs on 10/3/as requested At this time Mrs***’s dryer does not meet the qualifications for an exchange under the T&C’s of the manufacturer’s warranty or RSA Plan purchased; we will continue with any covered repairsMrs [redacted] has not allowed us to repair her dryer in a timely manner which has resulted in a service delay 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 to Mr***’s complaintOur records show on10/15/16, Mr [redacted] purchased a [redacted] HE Gas dryer which comes with a 1-year limited manufacturer’s warrantyWe researched Mrs***’s complaint and found that he contacted our Customer Service department via email on 1/29/stating that when he purchased his dryer, the sales associate entered the incorrect billing address on the sales receipt and requested to have the information correctedOur customer service department spoke to Mrs [redacted] the following day and informed her that we were unable to change the address on a sales receipt however; we would update the address in our systemAlthough we are unable to reprint a new sales receipt, we have attached screenshots of Mr***’s purchase which includes the correct addressWe sincerely apologize for any inconvenience Mr [redacted] experienced during this processIf we may be of further assistance, Mr [redacted] may contact us at 1-866-765-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 called before the 29th with my concerns on the set I have, but the store did not take them seriously until laterI've spent many hours in that store trying to get information and figure out when I'd be able to get this set replacedThe reason I kept pointing out things to the service man that inspected the furniture is because I keep noticing things each dayI don't want a replacement with the same brand and make furnitureI would like to pick something else that won't fall apart within in days of it being delivered Regards,