Thank you for the opportunity to respond to Mr [redacted] ’s complaintOur records show on 1/02/17, Mr [redacted] purchased a 75” [redacted] 4K Smart TV and elected to a 24-month Repair Service Agreement PlanWe show Mr [redacted] received free delivery with his qualified purchaseAfter further researched of Mr [redacted] ’s complaint, we were able to confirm that Mr [redacted] ’s invoice was completed in errorWe have verified that Mr [redacted] refused the television at the time of delivery and the unit was returned to Conn’s warehouseWe have cancelled the television from Mr [redacted] ’s invoice and issued a credit of $to his [redacted] Also, we will mail Mr [redacted] ’s invoice to the address we have listed on file as requestedWe appreciate Mr [redacted] for bringing this matter to our attention and we sincerely apologize for any inconvenience experienced during this processIf 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 [redacted] complaintOur records show on 11/15/15, Mrs [redacted] purchased a LF French Door refrigerator and elected to purchase a 24-month Repair Service Agreement PlanWe reviewed Mrs [redacted] complaint and found she contacted our service department on 6/6/stating her refrigerator is not coolingA service appointment was scheduled for 6/7/16; during the inspection the technician found a part was needed for repairsWe order the part to repair the unit through the manufacturer however; the part was delivered to the wrong location and had to be re-shippedOnce we received the part Mrs [redacted] appointment was scheduled for 6/21/The technician reported he installed the part and tested the refrigerator and the unit was functioning properlyThe technician did follow up with Mrs [redacted] on 6/22/and confirmed the refrigerator is coolingAlthough we are unable to honor Mrs [redacted] request; we have received her food loss claim for processingAs listed under the Terms and Conditions of the RSA Plan Conn’s will provide; verified food loss of up to $on refrigerators, per occurrence, over the term of the Agreement as a result of a covered failure If we may be of further assistance, Mrs [redacted] may contact us at 1-866-765-Kind regards, Dyeisha [redacted]
Thank you for the opportunity to respond to Mr***’s complaint Our records show on1/03/15, Mr [redacted] purchased a [redacted] king mattress that came with a limited manufacturer’s warranty and (2) [redacted] king box springs that also came with a limited manufacturer’s warranty; no additional Furnituregard coverage was purchased through Conn’s for his mattress and box springs Mr [redacted] was provided a copy of Conn’s Return & Exchange Policy at the time of his purchase which states:No Returns or Exchanges on – Furniture, mattresses,décor & accessories unless inspected by a Conn’s Service Technician and found to have a manufacturer’s defect **Mr [redacted] elected to have his items delivered; which was completed on1/04/ We researched Mr***’s complaint and found he contacted us on7/30/regarding his mattress; stating the mattress was sinking in and sagging A service call was scheduled; during the inspection the serviceman found the mattress was sitting directly on the floor and had a inch body impression Although, having the mattress sitting on the floor is considered proper support, damage is a common occurrence because when getting in and out of the bed requires sitting on the edge of the bed Overtime this repeated behavior will cause depressions (we have included a photo in our response showing the body impression is visible on the side that is away from the wall and close to the edge) After reviewing the photos provided by the serviceman; an exchange was submitted and approved on8/11/16under the Terms and Conditions of the manufacturer’s warranty for Mr [redacted] to replace his mattress Mr [redacted] was issued a credit up to the original amount he paid which was $1,to reselect a new mattress We show Mr [redacted] later called in on8/11/16; stating to have a check mailed to him instead of receiving an in store credit Mr [redacted] was advised that his information would be forwarded to a manager for further assistance Our records indicate Mr [redacted] contacted us on8/13/16,8/19/16, and8/25/16via email requesting to a refund Mr [redacted] was advised that his exchange was approved under the manufacturer’s warranty which covers the replacement/exchange of a product Since filing his complaint Mr [redacted] picked up his new mattress on 9/17/ If we may be of further assistance, Mr [redacted] may contact our Customer Service Department at1-877-358- Kind regards, Jana A [redacted]
Thank you for the opportunity to respond to Mr [redacted] ’s complaintWe researched Mr [redacted] ’s complaint and found on12/26/16; he was approved for an even exchange on his loveseat due to repair delayOur records show Mr [redacted] contacted our service department requesting to have the new loveseat deliveredMr [redacted] was informed that he originally elected pickup her merchandise, therefore; he would need to return the old unit and pick up the new loveseatWe spoke to the store manager who stated that Mr [redacted] was offered the option to have Conn’s deliver his new loveseat and pickup the old unit for the standard delivery fee of $however; he declinedOur records show as of1/7/17, Mr [redacted] initiated his approved exchange and picked up his new loveseat Conn’s FurnitureGard Plan does offer the option to transport products if some work must be done at one of our authorized repair centersHowever; Mr [redacted] ’s loveseat was inspected at his residence and did not require the unit to be transferred to a repair centerThe warranty does not cover transportation of the product when the item is exchanged unless the original product(s) were deliveredMr [redacted] may refer to his T&C’sNumber (11):TYPES OF SERVICE AND SERVICE LOCATION If we may be of further assistance, Mr [redacted] may contact us at1-877-325- Kind regards, Dyeisha W [redacted]
Thank you for the opportunity to respond to Mrs [redacted] ’s complaintWe researched Mrs [redacted] ’s complaint and found that her issue is regarding a purchase made under Linnette ***After further researching Mrs***’ service history we found that the first service call was received on 10/13/due to the left recliner sectional making noiseA service appointment was scheduled for 11/26/16; during the inspection the serviceman found the issue was regarding the right recliner and reported the mechanism was bentWe ordered the parts from the manufacturer and the serviceman return to install the new mechanism on 12/19/Our records show a new service call was received on 1/31/regarding the same issueThe serviceman re-assessed the unit on 2/14/and rendered minor repairs by adding a metal piece to the left console to stop the grinding noiseThe serviceman notated that the customer mentioned a hole in the fabric but was unable to find any rips or damages to the area upon inspectionOn 3/07/17, a new service order was created due to the unit making a grinding noise when rocking and screws popping out from underneath the unitA service appointment was scheduled for 3/28/17’ the serviceman found a new left mechanism was needed for repairOur records show the parts have been shipped and Mrs [redacted] is currently scheduled to install on 4/04/Once the parts are installed, we can determine what further actions may be requiredAlthough Mrs***’ furniture does not meet the qualifications for an exchange at this time, we will continue with any covered repairs as listed under the Terms and ConditionsIf we may be of further assistance, Mrs [redacted] may contact Customer Service at 1-877-358- Kind regards, Dyeisha [redacted]
Thank you for the opportunity to respond to Mr***’s concerns regarding account [redacted] Mr [redacted] stated he overpaid his account and wants his refund expedited According to our records, Mr [redacted] made a payment in the amount of $10,on December 12, This overpaid his account by $3, When an account has been overpaid, it takes approximately business days for the refund to be generated On January 6, 2017, Mr***’s refund was approved and the check was mailed to the address on file on January 9, If Mr [redacted] has not received his refund check he may contact our customer service department so we may track the check Conn’s values Mr [redacted] as a customer and appreciates him for bringing his concerns to our attention Thank you, Cheryle [redacted]
Thank you for the opportunity to respond to Ms [redacted] complaint Our records show on4/30/15, Ms [redacted] purchased a Sharp 65”TV with a limited 1-year manufacturer warranty; no additional RSA coverage was purchase through Conn’s on her television We have reviewed Ms [redacted] complaint and found she contacted us on 7/13/stating her television would not connect to the internet A service call was showever Ms [redacted] was not satisfied with the repair date therefore the service order was canceled Ms [redacted] contacted us again on 7/24/15; a service technician went out on 8/1/and found the television needed a new WiFi board Ms [redacted] refused service and requested an exchange(See attached) Ms [redacted] was reminded that her purchase exceeded our day Return and Exchange period therefore we could not honor her requestTo better assist Ms [redacted] we will be glad to continue with the repair which is scheduled for 8/15/upon her last request Kind regards, Kathryn ***
Thank you for the opportunity to respond to Mrs [redacted] ’s complaint regarding a purchase made under the name Herbert [redacted] Our records show on 9/06/16, Mr [redacted] purchased a Samsung high-efficiency washer and front load electric dryer with a 24-month Repair Service Agreement and (2) Samsung pedestals Mr [redacted] was provided a copy of Conn’s Return & Exchange Policy at the time of purchase He also signed his invoice acknowledging that was given a copy of the Repair Service Agreement brochure and that he understood the coverage associated with the covered product(s) Mr [redacted] elected to have his items delivered; which was completed on 9/08/After researching Mr [redacted] ’s complaint we found the delivery team confirmed Mr [redacted] ’s dryer had failed within hours An exchange request was submitted however, there was a delay processing the request Mr [redacted] was informed on 9/14/that his exchange had been approved and his new dryer was delivered and received on9/16/16in good order We sincerely apologize to Mr& Mrs [redacted] for any inconvenience that was experienced during this process If we may be of further assistance, Mr& Mrs [redacted] may contact our Customer Service Department at1-877-358- Kind regards, Jana A [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 Sent: Wednesday, December 20, 4:AM Subject: Re: Revdex.com Complaint ID 12513030Good morning, I rejected their rebuttal due to the concession discussed with MrsKathryn [redacted] was $and an over payment amount of approximately $ I contacted Conn’s I believe on Sunday, December 17, 2017, at approximately between and hours, and spoke to MsChristina (Customer Service Supervisor) due to receiving calls concerning payment After speaking with MrsKathryn [redacted] (Customer Relations Manager) my understanding was all ties with Conn’s Home Plus were terminatedI am perturbed that I would still be in their system as I made it a point to pay the account off Mrs [redacted] was contacted immediately after speaking with MsChristina (Customer Service Supervisor) concerning “Clarity,” regarding the concession amount Unfortunately, she has yet to return my phone call The monetary value clearly is not of the utmost importance, as I obtained the funds to pay the account in fullHowever, the monetary value is important as to its representation in this matter It represents that Conn’s Home Plus is” righting a wrong,” if you would allow me to say it in such terms Therefore, the representation means more to me than the monetary value itself it represents so much more Such as their reputation and brand and their understanding of the customer’s shock, disappointment, difficulties, damage and frustration In all honesty, with what I have endured, since November 5, 2018, the monetary value is laughable, though the “REPRESENTATION” is “INCALCULABLE.” In closing, I would like to thank MrScott [redacted] for his initial contact and pleasant demeanor concerning the matter It provided me with a different outlook in reference to Conn’s Home Plus management and that someone actually cares in upper management Regrettably, other departments within Conn’s Home Plus do not share the same values I am ready for an accurate resolution as to much time has been dissipated already
Thank you for the opportunity to respond to Mrs [redacted] additional commentsAfter further reviewing Mrs [redacted] service needs, Conn’s has agreed to honor her request to exchange both the washer and dryer for a different modelMrs [redacted] may visit her nearest Conn’s to re-select new units for up to $eachIf we may be of further assistance, Mrs [redacted] may contact us at 1-866-765-Kind regards, Dyeisha [redacted]
Thank you for the opportunity to respond to [redacted] concerns regarding a credit application [redacted] stated he would like the credit inquiry removed from his credit report because he did not give permission for Conn’s to process the credit application According to our records, [redacted] applied for credit on October 8, We are unable to process credit requests or tell a potential customer exactly what they will qualify for without imputing their personal information [redacted] would have needed to provide that information in order for us to proceed with the application We are unable to determine what additional information will be needed to approve the application without the initial credit inquiryAlthough [redacted] opted to cancel the credit application because he did not wish to provide additional proof of residency, the credit inquiry had already been processed We are obligated to report factual information to the credit bureaus and are unable to remove the credit inquiry authorized by [redacted] *** We value [redacted] and appreciate him for bringing his concerns to our attention Thank you,Cheryle S [redacted]
In our previous response, we provided information regarding [redacted] last service call with Conn’s [redacted] has not provided any additional information regarding his washer which has been repairedWe have no records that [redacted] has contacted us regarding any further issues he is experiencing with his washer since repairs were completed on 8/12/If [redacted] is in need of any further service, he may contact our Service Department to schedule an appointment If we may be of further assistance, [redacted] may contact Customer Service at 1-877-358- Kind regards, Dyeisha W [redacted]
Thank you for the opportunity to respond to Ms [redacted] ’s concerns regarding account *** Ms [redacted] stated she paid her account off on August 3, 2015; however, the account remains open According to our records, Ms [redacted] called our automated system and received a payoff quote of $and she made a payment on August 4, Due to a system issue, the account remained opened We are in the process of correcting the error and closing the account Ms [redacted] will receive a close-out letter within business days of the account closing for her records We value Ms [redacted] as a customer and sincerely apologize for any inconvenience she has experienced due to this matter.Thank you,Cheryle S [redacted]
Thank you for the opportunity to respond to [redacted] complaintWe researched [redacted] complaint and found that his issue is being addressed directly with the district manager to resolve this matterWe appreciate [redacted] for bringing this issue to our attention and we sincerely apologize for any inconvenience [redacted] experienced during this process If we may be of further assistance, [redacted] may contact us directly at [redacted] Kind regards, Dyeisha W [redacted]
Thank you for the opportunity to respond to Ms [redacted] 's additional commentsAs mentioned in our previous response, the manufacturer approved Ms [redacted] for an even exchange on 6/21/Our records show as of 7/31/17, Ms [redacted] has not initiated the approved exchangeMs [redacted] may visit her nearest Conn's location at her earliest convenience to process the exchange.We also show that Ms [redacted] was approved for a $for her food loss claim; no addition credit is due at this time
Thank you for the opportunity to respond to [redacted] ’ concerns regarding account # [redacted] [redacted] stated she has made multiple attempts to schedule her payment, but the payment has failed due to Conn’s entering the wrong payment information She would like to be reimbursed for the overdraft fees she has received from her bank According to our records and recorded calls, [redacted] made several attempts to schedule a payment for $for extensions to bring her account current; however, the attempts to process the payment failed due to NSF Since [redacted] authorized the payments we are unable to refund the NSF fees she has assessed due to the payment attempts [redacted] also stated she was informed that she would be able to take advantage of the [redacted] insurance she purchased with her account [redacted] requested the paperwork so she could file a claim with the insurance company We complied with that request; however, Conn’s cannot determine if a claim will be paid by the insurance company When requested, the necessary documentation mailed to the customer in order for them to file the claim That completed information is forwarded to the insurance company for review The insurance company determines if a customer’s claim will qualify or be rejected We value [redacted] as a customer and appreciate her bringing her concerns to our attention Thank you,Cheryle S [redacted]
Conn Appliances, Inc(“Conn’s”) appreciates the opportunity to respond to Mr [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, 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.comMr [redacted] has stated in the complaint: 1) He purchased extended warranty on his washer until 10/3/but has not been able to get repairs on his washer; 2) He was informed that we do not have technician in his area; and 3) He is requesting to have the unit repaired or receive a refund Our investigation reveals that: 1) Mr [redacted] ’s Repair Service Agreement with Conn’s expired on 9/18/2) Mr [redacted] was informed to contact his warranty agreement company for assistances because we did not have a technician in his area for service; and 3) Mr [redacted] will need to contact his warranty policy holder Our records show on 9/18/10, Mr [redacted] purchased a [redacted] and elected to purchase a 48-month Repair Service Agreement with Conn’s that expired on 9/18/ We researched Mr [redacted] s’ complaint and found that we have only serviced his washer once while under Conn’s Repair Service Agreement PlanOn 3/24/14, the technician reported he replaced Mr [redacted] ’s switch to complete the repairs After further research we were able to confirm that Mr [redacted] elected to purchase extended warranty through [redacted] Service Protection which a third party companyOur records show on 7/17/17, we received a service request from [redacted] on Mr [redacted] ’s behalf to assess the washerHowever; we notified the warranty company as well as Mr [redacted] that we no longer had service providers in his area and were unable to assess the unit At this time we are unable to honor Mr [redacted] ’s requestMr [redacted] has been informed that he would need to contact [redacted] Service Protection directly for further assistance Conn’s value Mr [redacted] as a customer and appreciates him for bringing this matter to our attention
Thank you for the opportunity to respond to Mr [redacted] complaintOur records show on7/24/16, Mr [redacted] purchased a [redacted] side-by-side refrigerator, [redacted] dishwasher, [redacted] washer and dryer, [redacted] gas range and a [redacted] over-the-counter microwave which was scheduled for delivery on7/28/ We contacted the store manager where Mr [redacted] made his purchase regarding this matter we were advised that prior to delivery Mr [redacted] was contacted and informed that the microwave was not available for immediate deliveryMr [redacted] was offer the option to re-schedule delivery once all items were available or cancel the microwave from the invoice to keep delivery scheduled for the same day (7/28/16)Mr [redacted] elected to cancel the microwave and purchase at a later dateOur records show on7/26/16, the microwave was cancelled from Mr [redacted] invoice and a credit of $was processed towards his accountThe store manager stated he contacted Mr [redacted] when the microwave became available to return to the store and rewrite his invoice to include the microwave but he did not want to come back to the store We show that the microwave is currently availableMr [redacted] will need to return to his nearest Conn’s to purchase the microwave; the unit purchased was cancelled from his original invoice and credited to his account If we may be of further assistance, Mr [redacted] may contact us at1-866-765- Kind regards, Dyeisha [redacted]
Thank you for the opportunity to respond to [redacted] concerns regarding accounts [redacted] and [redacted] [redacted] stated her contract was re-written, but the account did not close According to our records, [redacted] signed a 32-month retail installment contract on March 7, This contract created account [redacted] On March 26, 2016, [redacted] returned some items from that invoice and signed a replacement retail installment contract On April 22, account [redacted] was closed The $payment [redacted] submitted on April 19, was applied to account [redacted] We have attached copies of [redacted] payment histories as verification Conn’s values [redacted] as a customer and apologizes for any inconvenience she has experienced due to this matter Thank you, Cheryle S [redacted]
Thank you for the opportunity to respond to Mrs***’s additionalAs mentioned in our previous response, based on the serviceman’s report and photos provided before and after installation our furniture coordinator determined the furniture displays perceptionWe show during a follcall, Mrs [redacted] did state that she was not satisfied the repairs however; based on the photos and inspection report the furniture is up to manufacturer’s specificationsAgain, as of 12/21/Mrs [redacted] no longer has coverage on her furniture to review other options; no further action is required by Conn’s If we may be of further assistance, Mrs [redacted] may contact Customer Service at 1-877-358- Kind regards, Dyeisha [redacted]
Thank you for the opportunity to respond to Mr [redacted] ’s complaintOur records show on 1/02/17, Mr [redacted] purchased a 75” [redacted] 4K Smart TV and elected to a 24-month Repair Service Agreement PlanWe show Mr [redacted] received free delivery with his qualified purchaseAfter further researched of Mr [redacted] ’s complaint, we were able to confirm that Mr [redacted] ’s invoice was completed in errorWe have verified that Mr [redacted] refused the television at the time of delivery and the unit was returned to Conn’s warehouseWe have cancelled the television from Mr [redacted] ’s invoice and issued a credit of $to his [redacted] Also, we will mail Mr [redacted] ’s invoice to the address we have listed on file as requestedWe appreciate Mr [redacted] for bringing this matter to our attention and we sincerely apologize for any inconvenience experienced during this processIf 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 [redacted] complaintOur records show on 11/15/15, Mrs [redacted] purchased a LF French Door refrigerator and elected to purchase a 24-month Repair Service Agreement PlanWe reviewed Mrs [redacted] complaint and found she contacted our service department on 6/6/stating her refrigerator is not coolingA service appointment was scheduled for 6/7/16; during the inspection the technician found a part was needed for repairsWe order the part to repair the unit through the manufacturer however; the part was delivered to the wrong location and had to be re-shippedOnce we received the part Mrs [redacted] appointment was scheduled for 6/21/The technician reported he installed the part and tested the refrigerator and the unit was functioning properlyThe technician did follow up with Mrs [redacted] on 6/22/and confirmed the refrigerator is coolingAlthough we are unable to honor Mrs [redacted] request; we have received her food loss claim for processingAs listed under the Terms and Conditions of the RSA Plan Conn’s will provide; verified food loss of up to $on refrigerators, per occurrence, over the term of the Agreement as a result of a covered failure If we may be of further assistance, Mrs [redacted] may contact us at 1-866-765-Kind regards, Dyeisha [redacted]
Thank you for the opportunity to respond to Mr***’s complaint Our records show on1/03/15, Mr [redacted] purchased a [redacted] king mattress that came with a limited manufacturer’s warranty and (2) [redacted] king box springs that also came with a limited manufacturer’s warranty; no additional Furnituregard coverage was purchased through Conn’s for his mattress and box springs Mr [redacted] was provided a copy of Conn’s Return & Exchange Policy at the time of his purchase which states:No Returns or Exchanges on – Furniture, mattresses,décor & accessories unless inspected by a Conn’s Service Technician and found to have a manufacturer’s defect **Mr [redacted] elected to have his items delivered; which was completed on1/04/ We researched Mr***’s complaint and found he contacted us on7/30/regarding his mattress; stating the mattress was sinking in and sagging A service call was scheduled; during the inspection the serviceman found the mattress was sitting directly on the floor and had a inch body impression Although, having the mattress sitting on the floor is considered proper support, damage is a common occurrence because when getting in and out of the bed requires sitting on the edge of the bed Overtime this repeated behavior will cause depressions (we have included a photo in our response showing the body impression is visible on the side that is away from the wall and close to the edge) After reviewing the photos provided by the serviceman; an exchange was submitted and approved on8/11/16under the Terms and Conditions of the manufacturer’s warranty for Mr [redacted] to replace his mattress Mr [redacted] was issued a credit up to the original amount he paid which was $1,to reselect a new mattress We show Mr [redacted] later called in on8/11/16; stating to have a check mailed to him instead of receiving an in store credit Mr [redacted] was advised that his information would be forwarded to a manager for further assistance Our records indicate Mr [redacted] contacted us on8/13/16,8/19/16, and8/25/16via email requesting to a refund Mr [redacted] was advised that his exchange was approved under the manufacturer’s warranty which covers the replacement/exchange of a product Since filing his complaint Mr [redacted] picked up his new mattress on 9/17/ If we may be of further assistance, Mr [redacted] may contact our Customer Service Department at1-877-358- Kind regards, Jana A [redacted]
Thank you for the opportunity to respond to Mr [redacted] ’s complaintWe researched Mr [redacted] ’s complaint and found on12/26/16; he was approved for an even exchange on his loveseat due to repair delayOur records show Mr [redacted] contacted our service department requesting to have the new loveseat deliveredMr [redacted] was informed that he originally elected pickup her merchandise, therefore; he would need to return the old unit and pick up the new loveseatWe spoke to the store manager who stated that Mr [redacted] was offered the option to have Conn’s deliver his new loveseat and pickup the old unit for the standard delivery fee of $however; he declinedOur records show as of1/7/17, Mr [redacted] initiated his approved exchange and picked up his new loveseat Conn’s FurnitureGard Plan does offer the option to transport products if some work must be done at one of our authorized repair centersHowever; Mr [redacted] ’s loveseat was inspected at his residence and did not require the unit to be transferred to a repair centerThe warranty does not cover transportation of the product when the item is exchanged unless the original product(s) were deliveredMr [redacted] may refer to his T&C’sNumber (11):TYPES OF SERVICE AND SERVICE LOCATION If we may be of further assistance, Mr [redacted] may contact us at1-877-325- Kind regards, Dyeisha W [redacted]
Thank you for the opportunity to respond to Mrs [redacted] ’s complaintWe researched Mrs [redacted] ’s complaint and found that her issue is regarding a purchase made under Linnette ***After further researching Mrs***’ service history we found that the first service call was received on 10/13/due to the left recliner sectional making noiseA service appointment was scheduled for 11/26/16; during the inspection the serviceman found the issue was regarding the right recliner and reported the mechanism was bentWe ordered the parts from the manufacturer and the serviceman return to install the new mechanism on 12/19/Our records show a new service call was received on 1/31/regarding the same issueThe serviceman re-assessed the unit on 2/14/and rendered minor repairs by adding a metal piece to the left console to stop the grinding noiseThe serviceman notated that the customer mentioned a hole in the fabric but was unable to find any rips or damages to the area upon inspectionOn 3/07/17, a new service order was created due to the unit making a grinding noise when rocking and screws popping out from underneath the unitA service appointment was scheduled for 3/28/17’ the serviceman found a new left mechanism was needed for repairOur records show the parts have been shipped and Mrs [redacted] is currently scheduled to install on 4/04/Once the parts are installed, we can determine what further actions may be requiredAlthough Mrs***’ furniture does not meet the qualifications for an exchange at this time, we will continue with any covered repairs as listed under the Terms and ConditionsIf we may be of further assistance, Mrs [redacted] may contact Customer Service at 1-877-358- Kind regards, Dyeisha [redacted]
Thank you for the opportunity to respond to Mr***’s concerns regarding account [redacted] Mr [redacted] stated he overpaid his account and wants his refund expedited According to our records, Mr [redacted] made a payment in the amount of $10,on December 12, This overpaid his account by $3, When an account has been overpaid, it takes approximately business days for the refund to be generated On January 6, 2017, Mr***’s refund was approved and the check was mailed to the address on file on January 9, If Mr [redacted] has not received his refund check he may contact our customer service department so we may track the check Conn’s values Mr [redacted] as a customer and appreciates him for bringing his concerns to our attention Thank you, Cheryle [redacted]
Thank you for the opportunity to respond to Ms [redacted] complaint Our records show on4/30/15, Ms [redacted] purchased a Sharp 65”TV with a limited 1-year manufacturer warranty; no additional RSA coverage was purchase through Conn’s on her television We have reviewed Ms [redacted] complaint and found she contacted us on 7/13/stating her television would not connect to the internet A service call was showever Ms [redacted] was not satisfied with the repair date therefore the service order was canceled Ms [redacted] contacted us again on 7/24/15; a service technician went out on 8/1/and found the television needed a new WiFi board Ms [redacted] refused service and requested an exchange(See attached) Ms [redacted] was reminded that her purchase exceeded our day Return and Exchange period therefore we could not honor her requestTo better assist Ms [redacted] we will be glad to continue with the repair which is scheduled for 8/15/upon her last request Kind regards, Kathryn ***
Thank you for the opportunity to respond to Mrs [redacted] ’s complaint regarding a purchase made under the name Herbert [redacted] Our records show on 9/06/16, Mr [redacted] purchased a Samsung high-efficiency washer and front load electric dryer with a 24-month Repair Service Agreement and (2) Samsung pedestals Mr [redacted] was provided a copy of Conn’s Return & Exchange Policy at the time of purchase He also signed his invoice acknowledging that was given a copy of the Repair Service Agreement brochure and that he understood the coverage associated with the covered product(s) Mr [redacted] elected to have his items delivered; which was completed on 9/08/After researching Mr [redacted] ’s complaint we found the delivery team confirmed Mr [redacted] ’s dryer had failed within hours An exchange request was submitted however, there was a delay processing the request Mr [redacted] was informed on 9/14/that his exchange had been approved and his new dryer was delivered and received on9/16/16in good order We sincerely apologize to Mr& Mrs [redacted] for any inconvenience that was experienced during this process If we may be of further assistance, Mr& Mrs [redacted] may contact our Customer Service Department at1-877-358- Kind regards, Jana A [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 Sent: Wednesday, December 20, 4:AM Subject: Re: Revdex.com Complaint ID 12513030Good morning, I rejected their rebuttal due to the concession discussed with MrsKathryn [redacted] was $and an over payment amount of approximately $ I contacted Conn’s I believe on Sunday, December 17, 2017, at approximately between and hours, and spoke to MsChristina (Customer Service Supervisor) due to receiving calls concerning payment After speaking with MrsKathryn [redacted] (Customer Relations Manager) my understanding was all ties with Conn’s Home Plus were terminatedI am perturbed that I would still be in their system as I made it a point to pay the account off Mrs [redacted] was contacted immediately after speaking with MsChristina (Customer Service Supervisor) concerning “Clarity,” regarding the concession amount Unfortunately, she has yet to return my phone call The monetary value clearly is not of the utmost importance, as I obtained the funds to pay the account in fullHowever, the monetary value is important as to its representation in this matter It represents that Conn’s Home Plus is” righting a wrong,” if you would allow me to say it in such terms Therefore, the representation means more to me than the monetary value itself it represents so much more Such as their reputation and brand and their understanding of the customer’s shock, disappointment, difficulties, damage and frustration In all honesty, with what I have endured, since November 5, 2018, the monetary value is laughable, though the “REPRESENTATION” is “INCALCULABLE.” In closing, I would like to thank MrScott [redacted] for his initial contact and pleasant demeanor concerning the matter It provided me with a different outlook in reference to Conn’s Home Plus management and that someone actually cares in upper management Regrettably, other departments within Conn’s Home Plus do not share the same values I am ready for an accurate resolution as to much time has been dissipated already
Thank you for the opportunity to respond to Mrs [redacted] additional commentsAfter further reviewing Mrs [redacted] service needs, Conn’s has agreed to honor her request to exchange both the washer and dryer for a different modelMrs [redacted] may visit her nearest Conn’s to re-select new units for up to $eachIf we may be of further assistance, Mrs [redacted] may contact us at 1-866-765-Kind regards, Dyeisha [redacted]
Thank you for the opportunity to respond to [redacted] concerns regarding a credit application [redacted] stated he would like the credit inquiry removed from his credit report because he did not give permission for Conn’s to process the credit application According to our records, [redacted] applied for credit on October 8, We are unable to process credit requests or tell a potential customer exactly what they will qualify for without imputing their personal information [redacted] would have needed to provide that information in order for us to proceed with the application We are unable to determine what additional information will be needed to approve the application without the initial credit inquiryAlthough [redacted] opted to cancel the credit application because he did not wish to provide additional proof of residency, the credit inquiry had already been processed We are obligated to report factual information to the credit bureaus and are unable to remove the credit inquiry authorized by [redacted] *** We value [redacted] and appreciate him for bringing his concerns to our attention Thank you,Cheryle S [redacted]
In our previous response, we provided information regarding [redacted] last service call with Conn’s [redacted] has not provided any additional information regarding his washer which has been repairedWe have no records that [redacted] has contacted us regarding any further issues he is experiencing with his washer since repairs were completed on 8/12/If [redacted] is in need of any further service, he may contact our Service Department to schedule an appointment If we may be of further assistance, [redacted] may contact Customer Service at 1-877-358- Kind regards, Dyeisha W [redacted]
Thank you for the opportunity to respond to Ms [redacted] ’s concerns regarding account *** Ms [redacted] stated she paid her account off on August 3, 2015; however, the account remains open According to our records, Ms [redacted] called our automated system and received a payoff quote of $and she made a payment on August 4, Due to a system issue, the account remained opened We are in the process of correcting the error and closing the account Ms [redacted] will receive a close-out letter within business days of the account closing for her records We value Ms [redacted] as a customer and sincerely apologize for any inconvenience she has experienced due to this matter.Thank you,Cheryle S [redacted]
Thank you for the opportunity to respond to [redacted] complaintWe researched [redacted] complaint and found that his issue is being addressed directly with the district manager to resolve this matterWe appreciate [redacted] for bringing this issue to our attention and we sincerely apologize for any inconvenience [redacted] experienced during this process If we may be of further assistance, [redacted] may contact us directly at [redacted] Kind regards, Dyeisha W [redacted]
Thank you for the opportunity to respond to Ms [redacted] 's additional commentsAs mentioned in our previous response, the manufacturer approved Ms [redacted] for an even exchange on 6/21/Our records show as of 7/31/17, Ms [redacted] has not initiated the approved exchangeMs [redacted] may visit her nearest Conn's location at her earliest convenience to process the exchange.We also show that Ms [redacted] was approved for a $for her food loss claim; no addition credit is due at this time
Thank you for the opportunity to respond to [redacted] ’ concerns regarding account # [redacted] [redacted] stated she has made multiple attempts to schedule her payment, but the payment has failed due to Conn’s entering the wrong payment information She would like to be reimbursed for the overdraft fees she has received from her bank According to our records and recorded calls, [redacted] made several attempts to schedule a payment for $for extensions to bring her account current; however, the attempts to process the payment failed due to NSF Since [redacted] authorized the payments we are unable to refund the NSF fees she has assessed due to the payment attempts [redacted] also stated she was informed that she would be able to take advantage of the [redacted] insurance she purchased with her account [redacted] requested the paperwork so she could file a claim with the insurance company We complied with that request; however, Conn’s cannot determine if a claim will be paid by the insurance company When requested, the necessary documentation mailed to the customer in order for them to file the claim That completed information is forwarded to the insurance company for review The insurance company determines if a customer’s claim will qualify or be rejected We value [redacted] as a customer and appreciate her bringing her concerns to our attention Thank you,Cheryle S [redacted]
Conn Appliances, Inc(“Conn’s”) appreciates the opportunity to respond to Mr [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, 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.comMr [redacted] has stated in the complaint: 1) He purchased extended warranty on his washer until 10/3/but has not been able to get repairs on his washer; 2) He was informed that we do not have technician in his area; and 3) He is requesting to have the unit repaired or receive a refund Our investigation reveals that: 1) Mr [redacted] ’s Repair Service Agreement with Conn’s expired on 9/18/2) Mr [redacted] was informed to contact his warranty agreement company for assistances because we did not have a technician in his area for service; and 3) Mr [redacted] will need to contact his warranty policy holder Our records show on 9/18/10, Mr [redacted] purchased a [redacted] and elected to purchase a 48-month Repair Service Agreement with Conn’s that expired on 9/18/ We researched Mr [redacted] s’ complaint and found that we have only serviced his washer once while under Conn’s Repair Service Agreement PlanOn 3/24/14, the technician reported he replaced Mr [redacted] ’s switch to complete the repairs After further research we were able to confirm that Mr [redacted] elected to purchase extended warranty through [redacted] Service Protection which a third party companyOur records show on 7/17/17, we received a service request from [redacted] on Mr [redacted] ’s behalf to assess the washerHowever; we notified the warranty company as well as Mr [redacted] that we no longer had service providers in his area and were unable to assess the unit At this time we are unable to honor Mr [redacted] ’s requestMr [redacted] has been informed that he would need to contact [redacted] Service Protection directly for further assistance Conn’s value Mr [redacted] as a customer and appreciates him for bringing this matter to our attention
Thank you for the opportunity to respond to Mr [redacted] complaintOur records show on7/24/16, Mr [redacted] purchased a [redacted] side-by-side refrigerator, [redacted] dishwasher, [redacted] washer and dryer, [redacted] gas range and a [redacted] over-the-counter microwave which was scheduled for delivery on7/28/ We contacted the store manager where Mr [redacted] made his purchase regarding this matter we were advised that prior to delivery Mr [redacted] was contacted and informed that the microwave was not available for immediate deliveryMr [redacted] was offer the option to re-schedule delivery once all items were available or cancel the microwave from the invoice to keep delivery scheduled for the same day (7/28/16)Mr [redacted] elected to cancel the microwave and purchase at a later dateOur records show on7/26/16, the microwave was cancelled from Mr [redacted] invoice and a credit of $was processed towards his accountThe store manager stated he contacted Mr [redacted] when the microwave became available to return to the store and rewrite his invoice to include the microwave but he did not want to come back to the store We show that the microwave is currently availableMr [redacted] will need to return to his nearest Conn’s to purchase the microwave; the unit purchased was cancelled from his original invoice and credited to his account If we may be of further assistance, Mr [redacted] may contact us at1-866-765- Kind regards, Dyeisha [redacted]
Thank you for the opportunity to respond to [redacted] concerns regarding accounts [redacted] and [redacted] [redacted] stated her contract was re-written, but the account did not close According to our records, [redacted] signed a 32-month retail installment contract on March 7, This contract created account [redacted] On March 26, 2016, [redacted] returned some items from that invoice and signed a replacement retail installment contract On April 22, account [redacted] was closed The $payment [redacted] submitted on April 19, was applied to account [redacted] We have attached copies of [redacted] payment histories as verification Conn’s values [redacted] as a customer and apologizes for any inconvenience she has experienced due to this matter Thank you, Cheryle S [redacted]
Thank you for the opportunity to respond to Mrs***’s additionalAs mentioned in our previous response, based on the serviceman’s report and photos provided before and after installation our furniture coordinator determined the furniture displays perceptionWe show during a follcall, Mrs [redacted] did state that she was not satisfied the repairs however; based on the photos and inspection report the furniture is up to manufacturer’s specificationsAgain, as of 12/21/Mrs [redacted] no longer has coverage on her furniture to review other options; no further action is required by Conn’s If we may be of further assistance, Mrs [redacted] may contact Customer Service at 1-877-358- Kind regards, Dyeisha [redacted]