Roman","serif Thank you for the opportunity to respond to Mrs [redacted] ’s complaint Our records show on 3/14/15, Mrs [redacted] purchased a [redacted] ( [redacted] ) reclining sofa and recliner with a 48-month Furnituregard Plan on both units Mrs [redacted] ’s signed invoice indicates at the time of purchase she acknowledged she was provided a copy of the Furnituregard Plan and that she understood the coverage associated with the product Mrs [redacted] elected to have her sofa and loveseat delivered; which was completed on 3/15/ We researched Mrs [redacted] ’s complaint and found she contacted us on 11/14/regarding her sofa; stating one side of the unit would not go down A service call was scheduled for 11/19/15, during the inspection the serviceman found the mechanism bending on the right side recliner which caused the recliner to stay opened The serviceman also notated the unit had some scuffs and fading on all three cushions Mrs [redacted] was contacted on 11/24/and advised we were able to repair the mechanism; however the fading the serviceman reported is considered wear and tear and is not covered under the Terms & Conditions of the manufacturer warranty or the Furnituregard Plan purchased The serviceman ordered the parts needed and the parts became available on 12/04/15; Mrs [redacted] was scheduled for service on 12/10/ Mrs [redacted] was later contacted and informed due to scheduling conflict her appointment was rescheduled for 12/16/ We have confirmed the technician has replaced the mechanism and the recliner is working up to specifications If we may be of further assistance, Mrs [redacted] may contact our Customer Service department at1-877-358- Kind regards, Jana A [redacted] Read More Customer Complaints: > >> $(function () { $('.complaint-block a[data-toggle=collapse]').click(function () { $(this).text($(this).text() == $(this).attr('data-close-text') ? $(this).attr('data-open-text') : $(this).attr('data-close-text')); }); $('.complaint-block .collapse').collapse({ toggle: }); $.each($('.complaint-block a[data-toggle=collapse]'), function (index, value) { $(value).text($(value).attr('data-close-text')); }) });
Thank you for the opportunity to respond to Mrs [redacted] ’s complaintOur records show on 7/14/15, Mrs [redacted] purchased the Element Henley Eggplant furniture set which consist of two pieces (sofa and loveseat) and elected to purchase a 48-month FurnitureGard Plan on both pieces After further reviewing Mrs [redacted] ’s service needs, Conn’s has agreed to process an even exchange her sofa and loveseatWe attempted to contact Mrs [redacted] on 8/10/to notify her of the approved exchange however; we were unsuccessful a left a voice message to return our callMrs [redacted] may visit her nearest Conn’s location to initiate her exchangeWe sincerely apologize for any inconvenience Mrs [redacted] experienced during this process If we may be of further assistance, Mrs [redacted] may contact Customer Service at 1-877-358- 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 My complaint was in regard to poor customer service and resolution to a defective TV Yes, they ordered new parts but they are the same parts that were originally replaced I don't understand why they keep replacing the same parts as the device is obviously defective Regards,
Conn Appliances, Inc(“Conn’s”) appreciates the opportunity to respond to Ms [redacted] ’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, 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: She contacted us for service on her television but was informed to contact the manufacture because we do not cover the reported issue; She is requesting to have a technician come out to assess the television for no additional charge; Once damages are verified, she is requesting to have the television exchange Our investigation reveals that: Ms [redacted] called for service due to a crack screen and was informed that she did not purchase additional warranty to cover the reported damages ; At this time we are unable to waive any service fees to have the unit assessed or repaired as no additional warranty was purchased; Ms [redacted] ’s television does not meet the qualification for an exchange Our records show on 4/22/17, Ms [redacted] purchased the [redacted] Bedroom furniture and received a free 50”TTE [redacted] television with her qualified purchaseMs [redacted] did not elect to purchase additional warranty coverage with Conn’s for her free television After researching Ms [redacted] ’s complaint, we found that she contacted our service department on 9/29/stating the inside panel was crackedMs [redacted] was informed that her television is only covered under the manufacturer’s warranty which does not covered physical damages whether it is accidental or incidentalMs [redacted] was informed that we could send a service technician out to give an estimate to repair the unit However; all parts and labor will be an out-of-pocket expense At this time we are unable to honor Ms [redacted] ’s request to waive the service fees to repair her television or issue an exchangeMs [redacted] ’s television is only covered under the manufacturer’s warranty Conn’s values Ms [redacted] as our customer and appreciate her for bringing this matter to our attentionSincerely, Conn’s Inc
Conn Appliances, Inc(“Conn’s”) appreciates the opportunity to respond to Mr [redacted] 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 [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] stated in his complaint: The space saver ice maker doesn’t meet his expectations; and He would like to have his refrigerator exchangedOur investigation reveals that: Mr [redacted] contacted us on 7/29/and 10/06/regarding his ice maker He indicated the ice-maker was not functioning properly Our records show both service calls were completed; the technician replaced the ice-maker and main board However, the repairs did not fix the issue Mr [redacted] experienced with the ice production Mr [redacted] ’s issue was escalated to upper management and Conn’s agreed to honor his request to exchange his refrigerator Mr [redacted] ’s exchange was approved under the Terms and Conditions of his manufacturer’s warranty Mr [redacted] will need to visit his nearest Conn’s location to re-select and schedule delivery Thank you for the opportunity to respond to Mr [redacted] ’s complaint Our records show on 11/22/16, Mr [redacted] purchased an [redacted] side by side refrigerator that came with a limited 1-year manufacturer’s warranty Mr [redacted] declined to purchase additional warranty coverage through Conn’s HomePlus Mr [redacted] ’s refrigerator was delivered on 12/09/ Mr [redacted] was provided 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 product according to these warranties We researched Mr [redacted] ’s complaint and found that he contacted us on 7/29/ Mr [redacted] indicated that the ice-maker was not functioning properly A service call was scheduled, and during the inspection, the technician found that ice-maker needed to be replaced We show the technician completed Mr [redacted] ’s repairs on 9/12/ On 10/06/17, Mr [redacted] contacted us again stating the ice-maker was not working properly A new service call was scheduled and during the inspection found parts needed to be ordered After further review, we found that Mr [redacted] ’s issue was escalated to upper management Our records show an exchange request was submitted and approved under the terms and conditions of his warranty coverage Mr [redacted] has issued a credit up to the original amount paid which was $1,to re-select a new refrigerator Mr [redacted] may visit his nearest Conn’s location re-select and schedule delivery Conn’s values Mr [redacted] as a customer and appreciates him for bringing him concerns to our attentionSincerely, Customer Relations
Thank you for the opportunity to respond to Ms [redacted] ’s concerns regarding account *** Ms [redacted] stated she is disputing the remaining balance owed on the account According to our records, Ms [redacted] signed a 32-month retail installment contract on October 24, That contract included our 12-month no-interest financing promotion (“cash-option”) Per the terms of the “cash-option” Ms [redacted] agreed to pay $on or before the “cash-option” expiration date of October 24, We have included a copy of Ms [redacted] ’s signed retail installment contract as well as her signed “cash-option” acknowledgement page for her records Ms [redacted] received invoice credits in the amounts of $and $This reduced her “cash-option” price to $ On March 12, 2016, Ms [redacted] requested one payment in the amount of $be moved to account ***That request was completed on March 18, As of November 2, 2016, Ms [redacted] has paid a total of $leaving an outstanding balance due of $ Ms [redacted] will need to pay $on the account on or before November 4, in order to qualify for the “cash-option.” The interest will be assessed on the account after that date We have included a copy of Ms [redacted] ’s payment history for her records Conn’s values Ms [redacted] as a customer and appreciates her for bringing her concerns to our attention Thank you, Cheryle [redacted]
Thank you for the opportunity to respond to Ms [redacted] concerns regarding account [redacted] Ms [redacted] stated she would like the NSF fees returned that assessed with one of her payments According to our records, Ms [redacted] scheduled a payment in the amount of $ through Conn’s online webpay on July 15, On July 27, that payment was returned by Ms [redacted] ’ financial institution due to insufficient funds We have included a copy of Ms [redacted] ’ payment confirmation for her records Conn’s respectfully disagrees that we should refund the NSF fees in the amount of $as Ms [redacted] entered the payment information Conn’s values Ms [redacted] as a customer and appreciates her for bringing her concerns to our attention Thank you, Cheryle [redacted]
Thank you for the opportunity to respond to Mr [redacted] ’ additional commentsPrior to receiving Mr [redacted] ’ complaint, he has never mentioned any damages caused by Conn’s serviceman during any visit to his residence for inspections or repairsAs mentioned in our previous response, we have ordered the parts from the manufacturer to repair the sofa and loveseatOnce Mr [redacted] ’ received the parts, he may contact our Service Department at 1-855-266-to schedule an installation dateAlso, Mr [redacted] mentioned in original response that he regularly sleeps on his furnitureWe do not recommend that consumer sleep on the furniture as the unit will begin to display early signs of wear and tearThe seat cushions are generally made with denser foam and are not designed to withhold long periods of body impression If we may be of further assistance, Mr [redacted] may contact Customer Service at 1-877-358- Kind regards, Dyeisha [redacted]
Thank you for the opportunity to respond to Mrs***’s complaintOur records show on1/31/17, Mrs [redacted] purchased a ** washer and dryer and elected to purchase a 48-month Repair Service Agreement PlanWe researched Mrs***’s service history and found that she contacted our service department on 3/29/stating water was coming from the bottom of her washerWe show a service appointment was originally scheduled for 4/11/however; the appointment was re-scheduled for 4/15/The technician reported upon inspection the unit was not leaking and functioning correctlyHowever; Mrs [redacted] stated that shortly after the technician left her residence, the unit began to leak againMrs [redacted] has been in contacted with the service manager who offered to re-assess the unit on 4/18/however; Mrs [redacted] requested 4/22/Once the unit has been re-assessed we can determine what further action may be requiredIf we may be of further assistance, Mrs [redacted] also contact our Customer Service Department at 1-877-358- Kind regards, Dyeisha [redacted]
Thank you for the opportunity to respond to Mrs [redacted] ’s additional comments After reviewing Mrs [redacted] ’s account we were able to confirm that she was contacted on 2/28/at 12:31pm regarding the pickup of her defective refrigerator Mrs [redacted] was made aware that she was in the schedule for 3/01/and her time frame was frame 3:30pm-6:30pm As previously mentioned in Mrs [redacted] ’s prior responses; once her refrigerator is returned we will be able to process her refund Please be mindful that Conn’s refund process takes up to 45-days to be submitted, approved, and mailed Conn’s value Mrs [redacted] as our customer and appreciates her for bringing this matter to our attention Sincerely, Customer Relations Conn’s Inc
Conn Appliances, Inc(“Conn’s”) appreciates the opportunity to respond to Ms [redacted] ’ 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, 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.comMs [redacted] has stated in the complaint: 1) She contacted us for service on her refrigerator and parts were replaced, however; the unit is still not working; 2) She was informed that the warranty purchased with Conn's is a manufacturer through [redacted] ; 3) She has been getting the runaround regarding her refrigerator; 4) She is requesting to return or exchange the refrigerator Our investigation reveals that: 1) After parts were replaced on Ms [redacted] ’ refrigerator she later contacted us stating the unit is still having issues; 2) Ms [redacted] ’ refrigerator is currently covered under the 1-year limited manufacturer’s warranty and runs concurrently with Conn’s RSA Plan; 3) We have remained in contact with Ms [redacted] regarding the repair needs for her refrigerator; and 4) Ms [redacted] ’ refrigerator has been approved for an exchange Our records show on 4/21/17, Ms [redacted] purchased a [redacted] side-by-side refrigerator and elected to purchase a 48-month Repair Service Agreement Plan We researched Ms [redacted] ’ complaint and found that she contacted our service department on 7/1/stating that her refrigerator was not coolingA service appointment was scheduled for 7/3/During the inspection, the technician found parts were needed to complete the repairsOnce we received the parts, Ms [redacted] was scheduled for installation on 7/13/The technician reported he replaced the compressor, PCB inverter, main PCB ASM and drier to complete the repairs Our records show Ms [redacted] contacted us again on 7/24/stating the refrigerator is not cooling againA service appointment was scheduled for 7/27/During the inspection, the technician additional parts were neededWe show on 7/28/17; the technician submitted a request to the manufacture for an exchange on the refrigeratorHowever; the request was denied, and the technician was advised to continue with repairs on the unitOur records show a new service appointment was scheduled for 8/4/to re-assess the unit and determine what parts were needed to continue with the repairsThe technician reported that the unit was non-repairable and submitted another request to the manufacture for an exchange Although we have not received an approved exchange from the manufacturer, we have agreed to issue an exchange on the refrigerator due to the unit being non-repairableMs [redacted] has been contacted and her new refrigerator was delivered on 8/16/We sincerely apologize for any inconvenience Ms [redacted] experienced as a result of the delay Conn’s value Ms [redacted] as a customer and appreciates her for bringing this matter to our attention
Thank you again for the opportunity to respond to Ms [redacted] 's concerns regarding her account We have attached a copy of her payment history for her records The payment history will verify that the insurance came off the overall balance on the account and not just interest Tell us why here
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 feel that Conn’s is participating in unfair business practices by failing to deliver products in satisfactory conditionUnder the Consumer Protection Act, it is known that if the goods are not of what is expected (brand new and of working order) from the consumer, the consumer does not have to accept the product and does not have to pay for itUpon immediate observation of the corrupted computer, I have returned the computer to the Conn’s location of which purchase was initially madeThe importance of having a functioning product in immediate possession was highly stressed to the store managerThe store manager set an expectation of having a functioning product in my possession was not met and which resulted in the remedies of being untimelyAdditionally, while it is unethical to deliver products that are non-operative and demand payment, it is also unethical to charge the consumer for a product that the consumer does not hold possessionConn’s response states the unit has been returned to their service department on 8/9/17, which clearly indicates the intention of keeping/reselling the productI would like to know what the company’s intention with the unit being sent back to their service department is and what is the future intention on delivering a product of satisfaction to my possession since I am being charged for it Regards,
Thank you for the opportunity to respond to [redacted] complaintOur records show on 5/19/13, [redacted] purchased the S [redacted] mattress with a 48-month FurnitureGard Plan We reviewed [redacted] complaint and found she contacted our service department on 5/13/ stating her mattress was sinking in and bulging out to the sideA service appointment was originally scheduled for 6/13/however due to scheduling conflicts [redacted] appointment was re-scheduled for 6/27/During the inspection the serviceman found a ½” body impression and several stains throughout the mattress [redacted] was contacted by our Furniture Claim specialist and advised that based on the serviceman’s finding and the photos provided during inspection; the mattress displays signs of stains on the same side the bulging appears [redacted] was also informed that her mattress only has a 1/2” body impression which does not meet the qualification for an exchange under the Terms and Conditions of the manufacturer’s warranty or the FurnitureGard Plan At this time we are unable to honor [redacted] request for an exchange; her mattress does not meet the qualification based on the serviceman’s findings and photos provided We have included a copy of Sealy Warranty with our response If we may be of further assistance, [redacted] may contact our customer service department at [redacted] Kind regards,Dyeisha W [redacted]
Thank you for the opportunity to respond to Mrs [redacted] ’ concerns regarding account # [redacted] Mrs [redacted] stated Conn’s is trying to debit a payment from her account without her authorization According to our records, Mrs [redacted] signed a 30-month retail installment contract on October 25, Mrs [redacted] ’ first payment was due on November 25, Mrs [redacted] ’ logged into our web-pay system and submitted her payments as follows: DATE AMOUNT PAYMENT METHOD November 25, $ Personal checking ending in [redacted] December 26, $ Master Card ending in [redacted] February 5, $ Personal checking ending in [redacted] February 25, $ Personal checking ending in [redacted] March 25, $ Visa Card ending in [redacted] May 2, $ Visa Card ending in [redacted] May 31, $ Personal Checking ending in [redacted] June 12, $ Visa Card ending in [redacted] Mrs [redacted] has initiated each payment through our web-pay system and she currently has checking account ending in [redacted] and Visa card ending in [redacted] on file through the web-pay service Conn’s does not have access to log into Mrs [redacted] ’ personal web-pay account Conn’s takes the privacy of our customers very seriously and would notify all customers in the event of a data breach or system breach We have attached copies of each payment confirmation Mrs [redacted] has received via email for the payments she processed through our web-pay service If Mrs [redacted] entered the checking account information in error on her personal web-pay through Conn’s, she may log into the system and delete any account she does not wish to schedule her payments from If Mrs [redacted] feels someone has gained access to her personal log in information, we suggest she change her password information We are unable to refund Mrs [redacted] any fees she may have incurred with her financial institution regarding the payments she processed and authorized through our web-pay service If Mrs [redacted] feels there has been a breach regarding her banking information, she will need to contact her financial institution to inquire further We value Mrs [redacted] as a customer and appreciate her bringing her concerns to our attention 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 [They didn't fully address all of my concerns or acknowledge fact I was given incorrect information that resulted in me getting a day marking on my credit report Regards,
Thank you for the opportunity to respond to Mrs***’s complaint Our records show on 7/17/15, Mrs [redacted] purchased a [redacted] high-efficiency washer and dryer with a 48-month Repair Service Agreement on both units Once Mrs***’s purchase was complete she was provided a copy of her contract and a copy of Conn’s Return & Exchange Policy which states: A consumer has 30-days from the date of purchase to return or exchange (electronics and appliances) with the required 15% restocking feeConn’s Return & Exchange Policy is displayed in our stores and can be found online on our website www.Conns.com Mrs [redacted] elected to have her washer and dryer delivered; which was completed on 7/18/We researched Mrs***’s complaint and found she contacted us on 9/06/regarding her dryer; stating the unit was not heating and not drying the clothes On 9/07/and 9/08/15, we attempted to contact Mrs [redacted] to obtain the dryer serial number, but we were unsuccessful in our attempts Mrs [redacted] later returned our call on 9/08/and provided the information needed Mrs [redacted] was contacted on 9/09/and advised she was scheduled for service on 9/14/with a certified 3rd party service provider ( [redacted] ) We followed up with [redacted] (the manufacturer) on 9/16/15; during the conversation the representative advised us Mr [redacted] refused to have the dryer assessed and stated he was going to return the unit Mrs [redacted] contacted our Customer Service Department on 9/09/and 9/11/by via email requesting an exchange; Mrs [redacted] has been informed on several occasions that she was outside of Conn’s 30-Day Return & Exchange Policy and would need to continue with repairs Our records show Mrs***’s service appointment was rescheduled for 9/21/15; the technician replaced the heater Once the repairs were completed the technician tested Mrs***’s dryer and the unit tested okAt this time, we are unable to honor Mrs***’s request to return her dryer; Mrs***’s 30-day time frame to return or exchange her dryer expired on 8/19/ Based on the technician’s report Mrs***’s dryer has been repaired and is functioning properly If we may be of further assistance, Mrs [redacted] may contact our Customer Service Department at 1-877-358- Kind regards, Jana A [redacted] Customer RelationsConn’s Inc
Thank you again for the opportunity to respond to Ms [redacted] ' concerns regarding her account Our records indicate both payments were returned to her [redacted] card Ms [redacted] will need to provide her December [redacted] card statement for further review
Conn Appliances, Inc(“Conn’s”) appreciates the opportunity to respond to Mr [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, Mr [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 Mr [redacted] has stated in the complaint: He has contacted us several times for repairs on his refrigerator but the unit is still not working; and He is requesting an exchange on his refrigerator Our investigation reveals that: We ordered parts to repair Mr [redacted] s refrigerator but found additional parts were needed which has caused a delay; and Mr [redacted] s refrigerator has been approved for an exchange We researched Mr [redacted] s complaint and found that his refrigerator was approved for an exchange on 4/23/due to a delay receiving that partsOur record show Mr [redacted] re-selected an [redacted] French door refrigerator which is currently scheduled for delivery on 4/25/ We sincerely apologize for any inconvenience Mr [redacted] experienced as a result of the delay Conn’s values Mr [redacted] as our customers and appreciates him for bringing this matter to our attention Sincerely, Customer Relations Conn’s Inc
Thank you again for the opportunity to respond to Ms [redacted] 's concerns regarding her account We have attached a copy of Ms [redacted] 's payment history as verification that the concession has been applied to her account Again, we apologize for any inconvenience Ms [redacted] has experienced in this matter Thank you, Cheryle [redacted]
Roman","serif Thank you for the opportunity to respond to Mrs [redacted] ’s complaint Our records show on 3/14/15, Mrs [redacted] purchased a [redacted] ( [redacted] ) reclining sofa and recliner with a 48-month Furnituregard Plan on both units Mrs [redacted] ’s signed invoice indicates at the time of purchase she acknowledged she was provided a copy of the Furnituregard Plan and that she understood the coverage associated with the product Mrs [redacted] elected to have her sofa and loveseat delivered; which was completed on 3/15/ We researched Mrs [redacted] ’s complaint and found she contacted us on 11/14/regarding her sofa; stating one side of the unit would not go down A service call was scheduled for 11/19/15, during the inspection the serviceman found the mechanism bending on the right side recliner which caused the recliner to stay opened The serviceman also notated the unit had some scuffs and fading on all three cushions Mrs [redacted] was contacted on 11/24/and advised we were able to repair the mechanism; however the fading the serviceman reported is considered wear and tear and is not covered under the Terms & Conditions of the manufacturer warranty or the Furnituregard Plan purchased The serviceman ordered the parts needed and the parts became available on 12/04/15; Mrs [redacted] was scheduled for service on 12/10/ Mrs [redacted] was later contacted and informed due to scheduling conflict her appointment was rescheduled for 12/16/ We have confirmed the technician has replaced the mechanism and the recliner is working up to specifications If we may be of further assistance, Mrs [redacted] may contact our Customer Service department at1-877-358- Kind regards, Jana A [redacted] Read More Customer Complaints: > >> $(function () { $('.complaint-block a[data-toggle=collapse]').click(function () { $(this).text($(this).text() == $(this).attr('data-close-text') ? $(this).attr('data-open-text') : $(this).attr('data-close-text')); }); $('.complaint-block .collapse').collapse({ toggle: }); $.each($('.complaint-block a[data-toggle=collapse]'), function (index, value) { $(value).text($(value).attr('data-close-text')); }) });
Thank you for the opportunity to respond to Mrs [redacted] ’s complaintOur records show on 7/14/15, Mrs [redacted] purchased the Element Henley Eggplant furniture set which consist of two pieces (sofa and loveseat) and elected to purchase a 48-month FurnitureGard Plan on both pieces After further reviewing Mrs [redacted] ’s service needs, Conn’s has agreed to process an even exchange her sofa and loveseatWe attempted to contact Mrs [redacted] on 8/10/to notify her of the approved exchange however; we were unsuccessful a left a voice message to return our callMrs [redacted] may visit her nearest Conn’s location to initiate her exchangeWe sincerely apologize for any inconvenience Mrs [redacted] experienced during this process If we may be of further assistance, Mrs [redacted] may contact Customer Service at 1-877-358- 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 My complaint was in regard to poor customer service and resolution to a defective TV Yes, they ordered new parts but they are the same parts that were originally replaced I don't understand why they keep replacing the same parts as the device is obviously defective Regards,
Conn Appliances, Inc(“Conn’s”) appreciates the opportunity to respond to Ms [redacted] ’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, 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: She contacted us for service on her television but was informed to contact the manufacture because we do not cover the reported issue; She is requesting to have a technician come out to assess the television for no additional charge; Once damages are verified, she is requesting to have the television exchange Our investigation reveals that: Ms [redacted] called for service due to a crack screen and was informed that she did not purchase additional warranty to cover the reported damages ; At this time we are unable to waive any service fees to have the unit assessed or repaired as no additional warranty was purchased; Ms [redacted] ’s television does not meet the qualification for an exchange Our records show on 4/22/17, Ms [redacted] purchased the [redacted] Bedroom furniture and received a free 50”TTE [redacted] television with her qualified purchaseMs [redacted] did not elect to purchase additional warranty coverage with Conn’s for her free television After researching Ms [redacted] ’s complaint, we found that she contacted our service department on 9/29/stating the inside panel was crackedMs [redacted] was informed that her television is only covered under the manufacturer’s warranty which does not covered physical damages whether it is accidental or incidentalMs [redacted] was informed that we could send a service technician out to give an estimate to repair the unit However; all parts and labor will be an out-of-pocket expense At this time we are unable to honor Ms [redacted] ’s request to waive the service fees to repair her television or issue an exchangeMs [redacted] ’s television is only covered under the manufacturer’s warranty Conn’s values Ms [redacted] as our customer and appreciate her for bringing this matter to our attentionSincerely, Conn’s Inc
Conn Appliances, Inc(“Conn’s”) appreciates the opportunity to respond to Mr [redacted] 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 [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] stated in his complaint: The space saver ice maker doesn’t meet his expectations; and He would like to have his refrigerator exchangedOur investigation reveals that: Mr [redacted] contacted us on 7/29/and 10/06/regarding his ice maker He indicated the ice-maker was not functioning properly Our records show both service calls were completed; the technician replaced the ice-maker and main board However, the repairs did not fix the issue Mr [redacted] experienced with the ice production Mr [redacted] ’s issue was escalated to upper management and Conn’s agreed to honor his request to exchange his refrigerator Mr [redacted] ’s exchange was approved under the Terms and Conditions of his manufacturer’s warranty Mr [redacted] will need to visit his nearest Conn’s location to re-select and schedule delivery Thank you for the opportunity to respond to Mr [redacted] ’s complaint Our records show on 11/22/16, Mr [redacted] purchased an [redacted] side by side refrigerator that came with a limited 1-year manufacturer’s warranty Mr [redacted] declined to purchase additional warranty coverage through Conn’s HomePlus Mr [redacted] ’s refrigerator was delivered on 12/09/ Mr [redacted] was provided 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 product according to these warranties We researched Mr [redacted] ’s complaint and found that he contacted us on 7/29/ Mr [redacted] indicated that the ice-maker was not functioning properly A service call was scheduled, and during the inspection, the technician found that ice-maker needed to be replaced We show the technician completed Mr [redacted] ’s repairs on 9/12/ On 10/06/17, Mr [redacted] contacted us again stating the ice-maker was not working properly A new service call was scheduled and during the inspection found parts needed to be ordered After further review, we found that Mr [redacted] ’s issue was escalated to upper management Our records show an exchange request was submitted and approved under the terms and conditions of his warranty coverage Mr [redacted] has issued a credit up to the original amount paid which was $1,to re-select a new refrigerator Mr [redacted] may visit his nearest Conn’s location re-select and schedule delivery Conn’s values Mr [redacted] as a customer and appreciates him for bringing him concerns to our attentionSincerely, Customer Relations
Thank you for the opportunity to respond to Ms [redacted] ’s concerns regarding account *** Ms [redacted] stated she is disputing the remaining balance owed on the account According to our records, Ms [redacted] signed a 32-month retail installment contract on October 24, That contract included our 12-month no-interest financing promotion (“cash-option”) Per the terms of the “cash-option” Ms [redacted] agreed to pay $on or before the “cash-option” expiration date of October 24, We have included a copy of Ms [redacted] ’s signed retail installment contract as well as her signed “cash-option” acknowledgement page for her records Ms [redacted] received invoice credits in the amounts of $and $This reduced her “cash-option” price to $ On March 12, 2016, Ms [redacted] requested one payment in the amount of $be moved to account ***That request was completed on March 18, As of November 2, 2016, Ms [redacted] has paid a total of $leaving an outstanding balance due of $ Ms [redacted] will need to pay $on the account on or before November 4, in order to qualify for the “cash-option.” The interest will be assessed on the account after that date We have included a copy of Ms [redacted] ’s payment history for her records Conn’s values Ms [redacted] as a customer and appreciates her for bringing her concerns to our attention Thank you, Cheryle [redacted]
Thank you for the opportunity to respond to Ms [redacted] concerns regarding account [redacted] Ms [redacted] stated she would like the NSF fees returned that assessed with one of her payments According to our records, Ms [redacted] scheduled a payment in the amount of $ through Conn’s online webpay on July 15, On July 27, that payment was returned by Ms [redacted] ’ financial institution due to insufficient funds We have included a copy of Ms [redacted] ’ payment confirmation for her records Conn’s respectfully disagrees that we should refund the NSF fees in the amount of $as Ms [redacted] entered the payment information Conn’s values Ms [redacted] as a customer and appreciates her for bringing her concerns to our attention Thank you, Cheryle [redacted]
Thank you for the opportunity to respond to Mr [redacted] ’ additional commentsPrior to receiving Mr [redacted] ’ complaint, he has never mentioned any damages caused by Conn’s serviceman during any visit to his residence for inspections or repairsAs mentioned in our previous response, we have ordered the parts from the manufacturer to repair the sofa and loveseatOnce Mr [redacted] ’ received the parts, he may contact our Service Department at 1-855-266-to schedule an installation dateAlso, Mr [redacted] mentioned in original response that he regularly sleeps on his furnitureWe do not recommend that consumer sleep on the furniture as the unit will begin to display early signs of wear and tearThe seat cushions are generally made with denser foam and are not designed to withhold long periods of body impression If we may be of further assistance, Mr [redacted] may contact Customer Service at 1-877-358- Kind regards, Dyeisha [redacted]
Thank you for the opportunity to respond to Mrs***’s complaintOur records show on1/31/17, Mrs [redacted] purchased a ** washer and dryer and elected to purchase a 48-month Repair Service Agreement PlanWe researched Mrs***’s service history and found that she contacted our service department on 3/29/stating water was coming from the bottom of her washerWe show a service appointment was originally scheduled for 4/11/however; the appointment was re-scheduled for 4/15/The technician reported upon inspection the unit was not leaking and functioning correctlyHowever; Mrs [redacted] stated that shortly after the technician left her residence, the unit began to leak againMrs [redacted] has been in contacted with the service manager who offered to re-assess the unit on 4/18/however; Mrs [redacted] requested 4/22/Once the unit has been re-assessed we can determine what further action may be requiredIf we may be of further assistance, Mrs [redacted] also contact our Customer Service Department at 1-877-358- Kind regards, Dyeisha [redacted]
Thank you for the opportunity to respond to Mrs [redacted] ’s additional comments After reviewing Mrs [redacted] ’s account we were able to confirm that she was contacted on 2/28/at 12:31pm regarding the pickup of her defective refrigerator Mrs [redacted] was made aware that she was in the schedule for 3/01/and her time frame was frame 3:30pm-6:30pm As previously mentioned in Mrs [redacted] ’s prior responses; once her refrigerator is returned we will be able to process her refund Please be mindful that Conn’s refund process takes up to 45-days to be submitted, approved, and mailed Conn’s value Mrs [redacted] as our customer and appreciates her for bringing this matter to our attention Sincerely, Customer Relations Conn’s Inc
Conn Appliances, Inc(“Conn’s”) appreciates the opportunity to respond to Ms [redacted] ’ 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, 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.comMs [redacted] has stated in the complaint: 1) She contacted us for service on her refrigerator and parts were replaced, however; the unit is still not working; 2) She was informed that the warranty purchased with Conn's is a manufacturer through [redacted] ; 3) She has been getting the runaround regarding her refrigerator; 4) She is requesting to return or exchange the refrigerator Our investigation reveals that: 1) After parts were replaced on Ms [redacted] ’ refrigerator she later contacted us stating the unit is still having issues; 2) Ms [redacted] ’ refrigerator is currently covered under the 1-year limited manufacturer’s warranty and runs concurrently with Conn’s RSA Plan; 3) We have remained in contact with Ms [redacted] regarding the repair needs for her refrigerator; and 4) Ms [redacted] ’ refrigerator has been approved for an exchange Our records show on 4/21/17, Ms [redacted] purchased a [redacted] side-by-side refrigerator and elected to purchase a 48-month Repair Service Agreement Plan We researched Ms [redacted] ’ complaint and found that she contacted our service department on 7/1/stating that her refrigerator was not coolingA service appointment was scheduled for 7/3/During the inspection, the technician found parts were needed to complete the repairsOnce we received the parts, Ms [redacted] was scheduled for installation on 7/13/The technician reported he replaced the compressor, PCB inverter, main PCB ASM and drier to complete the repairs Our records show Ms [redacted] contacted us again on 7/24/stating the refrigerator is not cooling againA service appointment was scheduled for 7/27/During the inspection, the technician additional parts were neededWe show on 7/28/17; the technician submitted a request to the manufacture for an exchange on the refrigeratorHowever; the request was denied, and the technician was advised to continue with repairs on the unitOur records show a new service appointment was scheduled for 8/4/to re-assess the unit and determine what parts were needed to continue with the repairsThe technician reported that the unit was non-repairable and submitted another request to the manufacture for an exchange Although we have not received an approved exchange from the manufacturer, we have agreed to issue an exchange on the refrigerator due to the unit being non-repairableMs [redacted] has been contacted and her new refrigerator was delivered on 8/16/We sincerely apologize for any inconvenience Ms [redacted] experienced as a result of the delay Conn’s value Ms [redacted] as a customer and appreciates her for bringing this matter to our attention
Thank you again for the opportunity to respond to Ms [redacted] 's concerns regarding her account We have attached a copy of her payment history for her records The payment history will verify that the insurance came off the overall balance on the account and not just interest Tell us why here
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 feel that Conn’s is participating in unfair business practices by failing to deliver products in satisfactory conditionUnder the Consumer Protection Act, it is known that if the goods are not of what is expected (brand new and of working order) from the consumer, the consumer does not have to accept the product and does not have to pay for itUpon immediate observation of the corrupted computer, I have returned the computer to the Conn’s location of which purchase was initially madeThe importance of having a functioning product in immediate possession was highly stressed to the store managerThe store manager set an expectation of having a functioning product in my possession was not met and which resulted in the remedies of being untimelyAdditionally, while it is unethical to deliver products that are non-operative and demand payment, it is also unethical to charge the consumer for a product that the consumer does not hold possessionConn’s response states the unit has been returned to their service department on 8/9/17, which clearly indicates the intention of keeping/reselling the productI would like to know what the company’s intention with the unit being sent back to their service department is and what is the future intention on delivering a product of satisfaction to my possession since I am being charged for it Regards,
Thank you for the opportunity to respond to [redacted] complaintOur records show on 5/19/13, [redacted] purchased the S [redacted] mattress with a 48-month FurnitureGard Plan We reviewed [redacted] complaint and found she contacted our service department on 5/13/ stating her mattress was sinking in and bulging out to the sideA service appointment was originally scheduled for 6/13/however due to scheduling conflicts [redacted] appointment was re-scheduled for 6/27/During the inspection the serviceman found a ½” body impression and several stains throughout the mattress [redacted] was contacted by our Furniture Claim specialist and advised that based on the serviceman’s finding and the photos provided during inspection; the mattress displays signs of stains on the same side the bulging appears [redacted] was also informed that her mattress only has a 1/2” body impression which does not meet the qualification for an exchange under the Terms and Conditions of the manufacturer’s warranty or the FurnitureGard Plan At this time we are unable to honor [redacted] request for an exchange; her mattress does not meet the qualification based on the serviceman’s findings and photos provided We have included a copy of Sealy Warranty with our response If we may be of further assistance, [redacted] may contact our customer service department at [redacted] Kind regards,Dyeisha W [redacted]
Thank you for the opportunity to respond to Mrs [redacted] ’ concerns regarding account # [redacted] Mrs [redacted] stated Conn’s is trying to debit a payment from her account without her authorization According to our records, Mrs [redacted] signed a 30-month retail installment contract on October 25, Mrs [redacted] ’ first payment was due on November 25, Mrs [redacted] ’ logged into our web-pay system and submitted her payments as follows: DATE AMOUNT PAYMENT METHOD November 25, $ Personal checking ending in [redacted] December 26, $ Master Card ending in [redacted] February 5, $ Personal checking ending in [redacted] February 25, $ Personal checking ending in [redacted] March 25, $ Visa Card ending in [redacted] May 2, $ Visa Card ending in [redacted] May 31, $ Personal Checking ending in [redacted] June 12, $ Visa Card ending in [redacted] Mrs [redacted] has initiated each payment through our web-pay system and she currently has checking account ending in [redacted] and Visa card ending in [redacted] on file through the web-pay service Conn’s does not have access to log into Mrs [redacted] ’ personal web-pay account Conn’s takes the privacy of our customers very seriously and would notify all customers in the event of a data breach or system breach We have attached copies of each payment confirmation Mrs [redacted] has received via email for the payments she processed through our web-pay service If Mrs [redacted] entered the checking account information in error on her personal web-pay through Conn’s, she may log into the system and delete any account she does not wish to schedule her payments from If Mrs [redacted] feels someone has gained access to her personal log in information, we suggest she change her password information We are unable to refund Mrs [redacted] any fees she may have incurred with her financial institution regarding the payments she processed and authorized through our web-pay service If Mrs [redacted] feels there has been a breach regarding her banking information, she will need to contact her financial institution to inquire further We value Mrs [redacted] as a customer and appreciate her bringing her concerns to our attention 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 [They didn't fully address all of my concerns or acknowledge fact I was given incorrect information that resulted in me getting a day marking on my credit report Regards,
Thank you for the opportunity to respond to Mrs***’s complaint Our records show on 7/17/15, Mrs [redacted] purchased a [redacted] high-efficiency washer and dryer with a 48-month Repair Service Agreement on both units Once Mrs***’s purchase was complete she was provided a copy of her contract and a copy of Conn’s Return & Exchange Policy which states: A consumer has 30-days from the date of purchase to return or exchange (electronics and appliances) with the required 15% restocking feeConn’s Return & Exchange Policy is displayed in our stores and can be found online on our website www.Conns.com Mrs [redacted] elected to have her washer and dryer delivered; which was completed on 7/18/We researched Mrs***’s complaint and found she contacted us on 9/06/regarding her dryer; stating the unit was not heating and not drying the clothes On 9/07/and 9/08/15, we attempted to contact Mrs [redacted] to obtain the dryer serial number, but we were unsuccessful in our attempts Mrs [redacted] later returned our call on 9/08/and provided the information needed Mrs [redacted] was contacted on 9/09/and advised she was scheduled for service on 9/14/with a certified 3rd party service provider ( [redacted] ) We followed up with [redacted] (the manufacturer) on 9/16/15; during the conversation the representative advised us Mr [redacted] refused to have the dryer assessed and stated he was going to return the unit Mrs [redacted] contacted our Customer Service Department on 9/09/and 9/11/by via email requesting an exchange; Mrs [redacted] has been informed on several occasions that she was outside of Conn’s 30-Day Return & Exchange Policy and would need to continue with repairs Our records show Mrs***’s service appointment was rescheduled for 9/21/15; the technician replaced the heater Once the repairs were completed the technician tested Mrs***’s dryer and the unit tested okAt this time, we are unable to honor Mrs***’s request to return her dryer; Mrs***’s 30-day time frame to return or exchange her dryer expired on 8/19/ Based on the technician’s report Mrs***’s dryer has been repaired and is functioning properly If we may be of further assistance, Mrs [redacted] may contact our Customer Service Department at 1-877-358- Kind regards, Jana A [redacted] Customer RelationsConn’s Inc
Thank you again for the opportunity to respond to Ms [redacted] ' concerns regarding her account Our records indicate both payments were returned to her [redacted] card Ms [redacted] will need to provide her December [redacted] card statement for further review
Conn Appliances, Inc(“Conn’s”) appreciates the opportunity to respond to Mr [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, Mr [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 Mr [redacted] has stated in the complaint: He has contacted us several times for repairs on his refrigerator but the unit is still not working; and He is requesting an exchange on his refrigerator Our investigation reveals that: We ordered parts to repair Mr [redacted] s refrigerator but found additional parts were needed which has caused a delay; and Mr [redacted] s refrigerator has been approved for an exchange We researched Mr [redacted] s complaint and found that his refrigerator was approved for an exchange on 4/23/due to a delay receiving that partsOur record show Mr [redacted] re-selected an [redacted] French door refrigerator which is currently scheduled for delivery on 4/25/ We sincerely apologize for any inconvenience Mr [redacted] experienced as a result of the delay Conn’s values Mr [redacted] as our customers and appreciates him for bringing this matter to our attention Sincerely, Customer Relations Conn’s Inc
Thank you again for the opportunity to respond to Ms [redacted] 's concerns regarding her account We have attached a copy of Ms [redacted] 's payment history as verification that the concession has been applied to her account Again, we apologize for any inconvenience Ms [redacted] has experienced in this matter Thank you, Cheryle [redacted]