Conn Appliances, Inc(“Conn’s”) appreciates the opportunity to respond to Ms [redacted] ’s concernsWe have more than 120-year history of quality customer service and satisfaction, and we would not want anything to impair that record As a reminder, Ms [redacted] may contact Conn’s regarding questions about your purchase by calling our Customer Service Helpdesk at 1-877-358-1252, or online at www.conns.com Ms [redacted] has stated in the complaint: That she canceled her warranty and was told she would receive a check refund, but she still has not received a refund; andShe is requesting to receive a full refund for the warranty or credit to her account Our investigation reveals that: Ms [redacted] has been informed on several occasion that we are unable to issue a check refundMs [redacted] ’s warranty was canceled as requested to receive a pro-rated refund of $138.08; no further credit is due Our records show on 7/3/17, Ms [redacted] purchased a [redacted] Side-by-Side refrigerator and elected to purchase a 24-month Repair Service Agreement Plan After researching Ms [redacted] ’s complaint, we found that she requested to cancel the Repair Service Agreement Plan in October of Ms [redacted] ’s warranty was canceled, and we submitted a refund request for the pro-rated amount of $as listed under the terms and conditionsAt the time of purchase, Ms [redacted] elected to pay using her Visa card, therefore; the refund would need to be processed back on the card during the initial transaction Our records show Ms [redacted] contacted our customer service department on 2/13/stating that she never received her refund back on her card and requested to receive a check due to the card was stolenMs [redacted] was made aware that although we are unable to issue a refund check per our policy, she could dispute the amount with her bank and we could process the refund directly to her bank At this time we are unable to honor Ms [redacted] ’s request to receive a refund checkMs [redacted] has been advised that she since she no longer has the card used at the time of purchase, she can dispute the amount with her bank and we will process the refund directly to her bank account Conn’s values Ms [redacted] as our customers and appreciates her for bringing this matter to our attention Sincerely, Customer Relations Conn’s Inc
Thank you for the opportunity to respond to Mrs [redacted] ’s complaint Our records show on 4/15/158, Mrs [redacted] purchased a United Furniture (Riverside) furniture set which came with a FREE Haier 32” LED TV; Mrs [redacted] also purchased a 49-month Repair Service Agreement w/Accidental Damage Plan on her Haier TV After researching Mrs [redacted] ’s complaint we found she contacted us on 6/28/regarding her Haier TV; stating the TV screen was cracked Our records indicate an exchange was processed and approved under the Terms and Conditions of the Accidental Damage coverage; Mrs [redacted] was contacted and advised she was issued a credit up to the amount of the TV which was $and was also informed the warranty would not transfer over to the new television due to the exchange being approved due to physical damage After further review we confirmed with the district manager that when Mrs [redacted] came into her local Conn’s to initiate her exchange Mrs [redacted] wanted to finance the new RSA coverage on a separate account; however she was informed that all accounts must be combined Mrs [redacted] declined to have her account combined; therefore the new warranty was cancelled If Mrs [redacted] agrees to the terms of the combined contract Conn’s will agree to finance the warranty of the exchange purchase within 30-days of the exchange date (8/16/15) If we may be of further assistance, Mrs [redacted] may contact our Customer Service department at 1-877-358-Kind regards, Jana [redacted] Customer Relations
Thank you for the opportunity to respond to [redacted] concerns regarding account [redacted] [redacted] stated he paid his account balance in full; however, his account did not close According to our records, [redacted] signed a 24-month retail installment contract on June 4, That contract included our property insuranceDue to this being a secured retail installment contract, the merchandise must be insured until the account is paid in fullIn the event the customer has an alternative insurance policy, they are able to send that policy in to our insurance department to receive full credit as long as the declaration page shows coverage from the date of purchase to the present date On July 16, 2014, [redacted] paid the invoice balance of $1298.97; however, he did not pay the amount owed for the property insurance This caused [redacted] account to remain opened As a gesture of goodwill, we have agreed to honor the amount paid and close the account We have also submitted a request to the credit bureaus to remove the credit mark assessed on the account We ask that [redacted] please allow 7- business days for the account to update and reflect a closed status We also ask that [redacted] please allow the credit bureaus 30-days to update their files Conn’s values [redacted] as a customer and sincerely apologizes for any inconvenience he may have experienced due to this matter Thank you,Cheryle S [redacted]
Thank you for the opportunity to respond to Mrs [redacted] ’s complaintWe researched Mrs [redacted] ’s complaint and found on 1/21/15; Mr [redacted] was approved for an exchange on his refrigerator under the Terms and Conditions of the RSA PlanHowever, Mr [redacted] elected not to initiate his approved exchange and opted to continue with service since Conn’s no longer carried the same model he originally purchasedOur records show on 2/3/15the technician replaced the [redacted] to complete repairs and reported the unit was functioning properlyMr [redacted] contacted service again on 3/27/stating water is leaking in the crispers and making a popping noiseMr [redacted] was once again offered the option to exchange the unit however; he declined an exchange and requested to continue with repairsA service appointment was scheduled for 4/4/15; the technician cleared out the drain line and adjusted the setting however no parts were required to complete repairsWe have no records showing Mr [redacted] has contacted us regarding any further repair needs since the unit was last inspected on 4/5/At this we are unable to honor Mrs [redacted] ’s request; Mr [redacted] elected not to exchange his unit and opted to continue with service repairsMrand Mrs [redacted] have not contacted us since the last service order was completed on 4/5/or prior to the expiration of the RSA dates 4/29/16regarding any issue with the refrigeratorAs of 4/29/16, Mr [redacted] no longer has coverage on his unit with Conn’s; any further repair needs will be an out-of-pocket expenseIf 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 Ms [redacted] ’s concerns regarding account *** Ms [redacted] stated she has not received her payment booklet According to our records, Ms [redacted] signed a 36-month retail installment contract on November 20, She agreed to have her minimum monthly payment due on the 20th of each month When a payment is late, we routinely begin call attempts to the telephone numbers provided on the credit application, as a reminder to ensure payments will be made timelyIt is practice for our company to begin call attempts to assist consumers from falling behind on their accountMs [redacted] may pay on-line, in her local Conn's store, by mail, or over the phone if it is more convenient for her, before the due date Additionally, Ms [redacted] ’s payment booklet was mailed to the address on file within 7-business days of her purchaseWe have mailed Ms [redacted] a new payment booklet in the event she has misplaced the original one Ms [redacted] also stated she should have had next day delivery According to our records, we attempted to deliver the products the next day; however, we were unable to reach Ms [redacted] ; therefore, her delivery was rescheduled Conn’s values Ms [redacted] as a customer and appreciates her for bringing her concerns to our attention
Thank you for the opportunity to respond to Ms [redacted] concerns regarding account [redacted] Ms [redacted] stated she filed an insurance claim on her accountShe believes she has paid the account balance in full According to our records, Ms [redacted] signed a 30-month retail installment contract on May 15, That contract included our credit life, disability and involuntary unemployment insurance On June 17, Ms [redacted] contact our insurance department to file a disability claim We mailed her an insurance claim form at that time to the address on file As of September 6, 2016, those insurance claim forms have not been returned Additionally, MS [redacted] stated she has lost her job We have no record of an unemployment insurance claim being filed If Ms [redacted] has misplaced the insurance claim forms she may contact our insurance department at 800-280-to request another form Conn’s is obligated to report factual information to the credit bureaus and we are unable to remove the negative credit marks assessed on the account due to payments not being made timely We have included a copy of Ms [redacted] 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]
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 The reason why I am not satisfied with this action, is because Conns is currently reflecting my account in a past due status with a payment due even after paying off my account, and jeopardizing my account to go to a negative credit status due to their delay in updating my account status to reflect zero balance In addition they have made repeated promises to cease daily collection calls and attempts to collect on a debt that is completely paid off on August 9, I will contact the local media and retain legal counsel if needed if this cannot be handled in a expedited manner I would like Conns to handle this matter as soon as possible Regards, [redacted] ***
Thank you for the opportunity to respond to [redacted] complaintOur records show on 11/9/2014, [redacted] purchased a HE washer and dryer with us No additional warranty was purchased at that time [redacted] did elect the property insurance coverage, which is covered through [redacted] as stated on her general information page [redacted] contacted our service department on 3/9/16, stating her dryer caught on fire and then caught the washer on fire [redacted] was informed that her manufacturer’s warranty had expired and she was provided the number to [redacted] to file a claim as stated on her general information page As a gesture of goodwill Conn’s agreed to inspect both washer and dryer and waived the diagnostic fee Upon inspection on 3/10/16; the technician found the fire started in the exhaust vent and might have been caused by lint build up in the wall He checked the unit and there were no signs of a fire in the dryer The technician further reported the washer and dryer could be repaired The dryer needs a fuse and fuse holder and the washer needed a new drain hose and retainer clipThe inspection report and pictures were sent to [redacted] on 3/16/16; after the claim forms were received Although [redacted] did not approve to replace the items our records show as of 3/28/16; they have approved the repairs The parts are being ordered; once received a technician will contact [redacted] with an appointment date to complete the repairs Conn's does not determine if or how a claim will be fulfilled For questions regarding [redacted] coverage [redacted] will need to contact [redacted] directly at [redacted] Kind regards, Kathryn J [redacted] Customer Relations
Thank you for the opportunity to respond to Mrs***’s additional comments After reviewing Mrs***’s complaint, we were able to confirm that Mrs [redacted] was contacted on 4/05/and informed that her refund check was mailed to her residence on Wednesday (4/04/18) Again, we sincerely apologize to Mrs [redacted] for any inconvenience she experienced during this process 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] ’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: 1) She has contacted us numerous times regarding repairs to her refrigerator, but no one has contacted her back; 2) She was told that her parts would be expressed to her; 3) She was told she was automatically approved for food loss but has not received it; and 4) She is requesting an exchange on the refrigerator Our investigation reveals that: 1) We have remained in contact with Ms [redacted] regarding her service orders; 2) Ms [redacted] was contacted and made aware of the estimated time of arrival for the parts; 3) We sent Ms [redacted] a food loss form to submit for processing but have not received the completed form; and 4) Ms [redacted] ’s refrigerator does not meet the qualification for an exchange and has been repaired as of 6/26/ Our records show on 2/9/16, Ms [redacted] purchased a [redacted] French door refrigerator and elected to purchase a 48-month Repair Service Agreement Plan We researched Ms [redacted] ’s service history and found completed service call and open order On 2/1/17, Ms [redacted] contacted our Service department stating her ice maker was not making iceA service appointment was sand upon inspection, the technician found the icemaker needed to be replacedMs [redacted] ’s icemaker was replaced on 2/18/and the technician reported the refrigerator was functioning properly Ms [redacted] contacted our service department on 5/27/stating that her refrigerator was making a noiseA service appointment was scheduled for 6/2/During the inspection, the technician found the icemaker needed to be replaced The part was ordered and arrived on 6/8/and Ms [redacted] installation was scheduled for 6/12/ After installing the icemaker the technician found the motor and main PCB needed to also be replaced The parts were ordered and as soon as they arrived, Ms [redacted] was scheduled for the next available service date Ms [redacted] ’s refrigerator has been successful repaired as of 6/22/ Ms [redacted] has contacted our service department regarding any further issues she is experiencing with her refrigerator since the unit was repaired Conn’s values Ms [redacted] as a customer and appreciates her for bringing this matter to our attention
Conn Appliances, Inc(“Conn’s”) appreciates the opportunity to respond to Mrs [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, Mrs [redacted] may contact Conn’s regarding questions by calling our Customer Service Helpdesk at 1-877-358-1252, or on-line at www.conns.comMrs [redacted] has stated in the complaint: 1) She originally purchased a new refrigerator but was told she would be getting the floor model because we no longer had the unit in stock; 2) She reported the refrigerator had a dent but has not received a response; 3) She was told she could not combine deal and use 10% coupon; 4) She is requesting to receive a discount on the refrigerator; and 5) She is requesting to honor 10% off coupon for her recliner Our investigation reveals that: 1) Mrs [redacted] was made aware the refrigerator was not available for immediate delivery and opted to receive the floor model to get item sooner; 2) Mr [redacted] signed his delivery ticket acknowledging the item was inspected and received in good order; 3) Mrs [redacted] was informed that she could not combine the 10% off coupon and free delivery; 4) Mr [redacted] received the refrigerator at the discounted price of $(originally $949.99); no additional discount is due; and 5) We are unable to honor Mrs [redacted] ’s request; she agreed to receive free delivery valued at $instead of 10% off purchase of $ We researched Mrs [redacted] ’s complaint and found that on 5/6/17, Mr [redacted] was approved for an exchange on his refrigerator for up to $Our records show Mr [redacted] re-selected a [redacted] side-by-side refrigerator for the discounted price of $and requested delivery for 5/14/However; Mr [redacted] contacted us on 5/13/to re-schedule for a later date Our records show Mrs [redacted] returned to her local Conn’s on 5/20/to purchase additional items on a separate invoiceWe show Mrs [redacted] elected the [redacted] recliner and inquired about using a 10% off coupons she received in the mailMrs [redacted] was given the option to use the 10% off promotion or receive free delivery with her purchaseMrs [redacted] agreed to receive the free delivery due to she was unable to pick up recliner from the warehouse At that time, Mrs [redacted] was also informed that the refrigerator originally purchased on a different invoice was no longer available for immediate delivery and was on backorder for the manufacturerMrs [redacted] was given the option to wait for the unit to become available or received the floor model refrigerator and have both items delivered the following day (5/21/17)Mrs [redacted] elected to receive the floor model refrigerator to have all items delivered the on the same dayWe show both the refrigerator and recliner was delivered and signed acknowledging the items were inspected and received in good order on 5/21/As listed on the signed delivery receipt: “By signing below, you agree that you have thoroughly inspected your merchandise for damageAn exchange or price concession will not be authorized for damage discovered after delivery” Our records show Mrs [redacted] contacted us on 5/24/(3days after delivery) stating the refrigerator has a dent on the unitMrs [redacted] was informed that no issues were reported at the time of delivery and we are unable to offer a concession at this time Conn’s value Mrs [redacted] as a customer and appreciates her for bringing this matter to our attention
Thank you for the opportunity to respond to *** [redacted] ’s concerns regarding account # [redacted] *** [redacted] stated she has been trying to cancel her Repair Service Agreements on her contract, but it has not been processed According to our records and recorded calls, *** [redacted] called on March 20, to request the Repair Service agreements on her retail installment contract be removed The representative she spoke with verified *** [redacted] ’s address and requested the RSA cancellation form be mailed*** [redacted] called back on April 2, and stated she had not received the forms The agent verified *** [redacted] ’s information once more and requested the forms be mailed to *** [redacted] We do not have record of *** [redacted] returning the RSA cancellation form to complete her request As a one-time exception and a goodwill gesture, we have canceled the RSA agreements *** [redacted] had on her retail installment contract and pro-rated the refund from March 20, per the recorded call *** [redacted] received an invoice credit of $ We have attached a copy of *** [redacted] ’s payment history for her records as proof of the invoice credit We value *** [redacted] as a customer and sincerely apologize for any inconvenience she has experienced due to this matterThank you, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint [Provide details of why you are not satisfied with this resolution.] Regards,I refuse to accept the fact that you are allowing your employees to tell customers one thing and do anotherI see that there is no good ending to this problemI will be making sure we never shop at your store again and my friends and family will also be avoiding Conns alsoI am very sad for your business that you treat customers one way, tell them something and do another I refuse to be a part of this nonsense I will be filing a complaint with the company alsoI know nothing will be done, as evidenced by this conversation, but I promise I will never shop at Conns again 10/31/ Complaint On 8/31/Conn's delivered a [redacted] washer and dryeron 9/2/I called conn back because the dryer was making a loud rubbing noiseon 9/7/the repair man came an said that the drum was rubbing against somethingThey said that they would send another dryer on 9/14/On that monthey delivered the dryer and when they took the dryer out of the box it was bend up and damaged like it had been dropthey said that I would have to wait until the next Monday for deliverer but I called them and said that if they could not deliever before then, to please pick it up A dryer was delivered on 9/15/but the light on the dryer did not come onby that time I discover that the super cycle on the washing machine did not workwe called and a repair man did come out and he came out on the and said that the super cycle on the washing machine was a little off but if she put it on the regular cycle it is really washing on the super cyclethe dyer is still not working light and the washing machine has the same problemsthey wont replace either one and they are expecting me to pay for itthey said the only way that would pick it up is under a repossession status Desired Resolution repair the bulb in the dryer and replacement the washer Consumer Business Dialog
Thank you for the opportunity to respond to Mrs [redacted] ’s additional commentsWe responded to Mrs [redacted] ’s concern through the Revdex.com on 1/12/16, 1/25/16,2/4/and 2/16/notifying her on each occasion that her washer was approved for an exchange on 1/5/Mrs [redacted] was also made aware that she was approved for a credit up to the original amount paid of $and had the option to use the credit towards the same model or reselect a different modelIn Mrs [redacted] ’s last response she stated she wanted to keep the same model originally purchased therefore we scheduled her delivery for 2/27/to receive a new washerHowever; during the pre-call Mrs [redacted] informed Conn’s delivery team that she was not available for delivery therefore her delivery was been re-scheduled for 3/6/ Also, our records show that our Customer Relations Officer has attempted to contact Mrs [redacted] on several occasions but was unsuccessful and left her direct contact information to address her concernsWe apologize for any inconvenience Mrs [redacted] experienced during this processIf we may be of further assistance, Mr [redacted] may contact Customer Service at1-877-358-Kind regards, Dyeisha W [redacted]
Thank you for the opportunity to respond to [redacted] complaint Our records show on 5/18/15, [redacted] purchased a [redacted] high-efficiency washer and dryer with a 24-month Repair Service Agreement *** [redacted] signed invoice indicates at the time of purchase she acknowledged she was provided a copy of the Repair Service Agreement and that she understood the coverage associated with the product [redacted] elected to have her washer and dryer delivered; which was completed on 5/22/We researched [redacted] complaint and found a service call was placed on 7/13/for their washer and 8/12/for their dryer; stating the washer was not cleaning the clothes and the dryer was turning off on its own After reviewing the service history we found multiple attempts were made to schedule [redacted] for service, but we were unable to find a service technician in their area Therefore, [redacted] (the manufacturer) approved an exchange to replace their washer and dryer We attempted to contact [redacted] regarding her approval, but we were unsuccessful in our attempt [redacted] was issued a credit up to the original amount paid which was $2,to re-select a new washer and dryer [redacted] may visit her nearest Conn's location to initiate her exchange and schedule delivery If we may be of further assistance, [redacted] may contact our Customer Service department at 1-877-358-Kind regards, Jana A [redacted] Customer Relations
Conn Appliances, Inc(“Conn’s”) appreciates the opportunity to respond to the concerns Mr [redacted] has regarding account(s) [redacted] and [redacted] We have a more than *20-year history of quality customer service and satisfaction, and I would not want anything to impair that recordOur contact information is located on Mr [redacted] ’s retail installment contract or promissory note and security agreement, invoice, coupon book, and welcome letterAs a reminder, she may contact Conn’s regarding questions about her purchase by calling our Customer Service Helpdesk at *-877-358-*252, or on-line at www.conns.com Mr [redacted] stated in his complaint that: he called in 20*to pay off his accounts; Conn’s would not take his payments; and he would like the accounts removed from his credit reportOur investigation reveals that: Mr [redacted] contacted Conn’s on May 3, 20*and was informed his accounts were sold; Once an account is sold, Conn’s no longer services the account; and Conn’s is obligated to report factual information to the credit bureaus and we are unable to remove the delinquent status of the account due to payments not being made timelyAccording to our records, Mr [redacted] signed a 24-month retail installment contract on July 4, 20* That contract created account [redacted] and he agreed to have his minimum monthly payment of $due on the *6th of each month Our records further indicate Mr [redacted] signed an 18-month retail installment contract on October 18, That contract created account [redacted] and he agreed to have the minimum monthly payment of $due on the18th of each monthOn June 30, accounts [redacted] and [redacted] were charged off due to payments not being made timely The accounts were sold to [redacted] on September 17, Once an account has been sold, Conn’s no longer services the account Mr [redacted] contacted Conn’s and was advised that his accounts were sold to [redacted] *** He was informed that since the accounts were sold, Conn’s was unable to service the accounts and he was given the phone number to contact [redacted] *** Mr [redacted] will need to contact [redacted] in order to assist him with the accounts He may reach them by calling [redacted] Conn’s is obligated to report factual information to the credit bureaus and we are unable to remove the sold status of the accounts due to payments not being made timely If his credit reports reflect anything other than sold, he may fax a copy of his credit report to [redacted] for further reviewConn’s appreciates Mr [redacted] for bringing his concerns to our attention
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 This exchange will consume my additional warranty purchased and the item was deemed non-repairable while it was still under manufacturers warrantyConn's did not provide [redacted] with the needed information to approve the exchangeAccepting this exchange will consume an additional warranty I purchasedI will not consume my warranty due to their negligence in handling the requests from [redacted] to their technician [redacted] was in direct contact with the technician and he did not provide their requestsHe showed me the emails at his last visitThey never once forwarded the emails to me for me to handle it, which I would have gladly done had they forwarded me the informationThey have my email address on fileAlso, at that exchange value, I cannot get a comparable product without coming out of pocketAt 1297.88, I will still have to spend more money to get a 65" 4k television (which is what I have) after taxesI will accept this exchange if they refund my warrantyI will not consume my warranty for their failure to work with the manufacturerI would take the offer if they were to extend my warranty as well, but after this month nightmare, I do not want to have to deal with them in the future.I have spent countless hours dealing with customer service to no resolveI have gone into the local storeIt took filing this complaint and going into the local store to get any sort of actionThis is simply not how good business is done Regards, [redacted] * [redacted]
Thank you for the opportunity to respond to Ms [redacted] ’ concerns regarding account [redacted] Ms [redacted] stated a payment was processed on her account in error She would like the payment refunded as well as NSF fees that were assessed by her financial institution A refund in the amount of $was processed on April 24, Additionally, we have sent Ms [redacted] a refund for the NSF fees she incurred in the amount of $ We ask that Ms [redacted] please allow 7-business days for processing Conn’s values Ms [redacted] as a customer and apologizes for any inconvenience she experienced due to this matter
Thank you for the opportunity to respond to Ms [redacted] ’s concerns regarding a pre-approval letter she has received Ms [redacted] stated she has received a pre-approval letter for her minor child and would like the pre-approvals to cease We have removed Ms [redacted] ’s address from our mailing system; however, Ms [redacted] will need to follow the OPT-OUT instructions listed on the mailer to remove the information from the three credit bureaus as well We ask that Ms [redacted] please disregard any mailings she may receive within the next 30- days due to any mailings that was sent out before her request was received We appreciate Ms [redacted] for bringing her concerns to our attention and sincerely apologize for any inconvenience she has experienced due to this matter Thank you,Cheryle Simmons
Thank you for the opportunity to respond to Mr***’s complaintAfter reviewing Mr***’s concerns, Conn’s agreed to honor his request to return the refrigerator without the 15% restocking fee due to the unit failed within 24-hoursOur records show we are currently scheduled to pick up and return the refrigerator on 11/19/ We have also process a credit of $to Mr***’s account to close the accountWe sincerely apologize for any inconvenience Mr [redacted] experienced during this process If we may be of further assistance, Mr [redacted] may contact Customer Service at 1-877-358- Kind regards, Dyeisha [redacted]
Conn Appliances, Inc(“Conn’s”) appreciates the opportunity to respond to Ms [redacted] ’s concernsWe have more than 120-year history of quality customer service and satisfaction, and we would not want anything to impair that record As a reminder, Ms [redacted] may contact Conn’s regarding questions about your purchase by calling our Customer Service Helpdesk at 1-877-358-1252, or online at www.conns.com Ms [redacted] has stated in the complaint: That she canceled her warranty and was told she would receive a check refund, but she still has not received a refund; andShe is requesting to receive a full refund for the warranty or credit to her account Our investigation reveals that: Ms [redacted] has been informed on several occasion that we are unable to issue a check refundMs [redacted] ’s warranty was canceled as requested to receive a pro-rated refund of $138.08; no further credit is due Our records show on 7/3/17, Ms [redacted] purchased a [redacted] Side-by-Side refrigerator and elected to purchase a 24-month Repair Service Agreement Plan After researching Ms [redacted] ’s complaint, we found that she requested to cancel the Repair Service Agreement Plan in October of Ms [redacted] ’s warranty was canceled, and we submitted a refund request for the pro-rated amount of $as listed under the terms and conditionsAt the time of purchase, Ms [redacted] elected to pay using her Visa card, therefore; the refund would need to be processed back on the card during the initial transaction Our records show Ms [redacted] contacted our customer service department on 2/13/stating that she never received her refund back on her card and requested to receive a check due to the card was stolenMs [redacted] was made aware that although we are unable to issue a refund check per our policy, she could dispute the amount with her bank and we could process the refund directly to her bank At this time we are unable to honor Ms [redacted] ’s request to receive a refund checkMs [redacted] has been advised that she since she no longer has the card used at the time of purchase, she can dispute the amount with her bank and we will process the refund directly to her bank account Conn’s values Ms [redacted] as our customers and appreciates her for bringing this matter to our attention Sincerely, Customer Relations Conn’s Inc
Thank you for the opportunity to respond to Mrs [redacted] ’s complaint Our records show on 4/15/158, Mrs [redacted] purchased a United Furniture (Riverside) furniture set which came with a FREE Haier 32” LED TV; Mrs [redacted] also purchased a 49-month Repair Service Agreement w/Accidental Damage Plan on her Haier TV After researching Mrs [redacted] ’s complaint we found she contacted us on 6/28/regarding her Haier TV; stating the TV screen was cracked Our records indicate an exchange was processed and approved under the Terms and Conditions of the Accidental Damage coverage; Mrs [redacted] was contacted and advised she was issued a credit up to the amount of the TV which was $and was also informed the warranty would not transfer over to the new television due to the exchange being approved due to physical damage After further review we confirmed with the district manager that when Mrs [redacted] came into her local Conn’s to initiate her exchange Mrs [redacted] wanted to finance the new RSA coverage on a separate account; however she was informed that all accounts must be combined Mrs [redacted] declined to have her account combined; therefore the new warranty was cancelled If Mrs [redacted] agrees to the terms of the combined contract Conn’s will agree to finance the warranty of the exchange purchase within 30-days of the exchange date (8/16/15) If we may be of further assistance, Mrs [redacted] may contact our Customer Service department at 1-877-358-Kind regards, Jana [redacted] Customer Relations
Thank you for the opportunity to respond to [redacted] concerns regarding account [redacted] [redacted] stated he paid his account balance in full; however, his account did not close According to our records, [redacted] signed a 24-month retail installment contract on June 4, That contract included our property insuranceDue to this being a secured retail installment contract, the merchandise must be insured until the account is paid in fullIn the event the customer has an alternative insurance policy, they are able to send that policy in to our insurance department to receive full credit as long as the declaration page shows coverage from the date of purchase to the present date On July 16, 2014, [redacted] paid the invoice balance of $1298.97; however, he did not pay the amount owed for the property insurance This caused [redacted] account to remain opened As a gesture of goodwill, we have agreed to honor the amount paid and close the account We have also submitted a request to the credit bureaus to remove the credit mark assessed on the account We ask that [redacted] please allow 7- business days for the account to update and reflect a closed status We also ask that [redacted] please allow the credit bureaus 30-days to update their files Conn’s values [redacted] as a customer and sincerely apologizes for any inconvenience he may have experienced due to this matter Thank you,Cheryle S [redacted]
Thank you for the opportunity to respond to Mrs [redacted] ’s complaintWe researched Mrs [redacted] ’s complaint and found on 1/21/15; Mr [redacted] was approved for an exchange on his refrigerator under the Terms and Conditions of the RSA PlanHowever, Mr [redacted] elected not to initiate his approved exchange and opted to continue with service since Conn’s no longer carried the same model he originally purchasedOur records show on 2/3/15the technician replaced the [redacted] to complete repairs and reported the unit was functioning properlyMr [redacted] contacted service again on 3/27/stating water is leaking in the crispers and making a popping noiseMr [redacted] was once again offered the option to exchange the unit however; he declined an exchange and requested to continue with repairsA service appointment was scheduled for 4/4/15; the technician cleared out the drain line and adjusted the setting however no parts were required to complete repairsWe have no records showing Mr [redacted] has contacted us regarding any further repair needs since the unit was last inspected on 4/5/At this we are unable to honor Mrs [redacted] ’s request; Mr [redacted] elected not to exchange his unit and opted to continue with service repairsMrand Mrs [redacted] have not contacted us since the last service order was completed on 4/5/or prior to the expiration of the RSA dates 4/29/16regarding any issue with the refrigeratorAs of 4/29/16, Mr [redacted] no longer has coverage on his unit with Conn’s; any further repair needs will be an out-of-pocket expenseIf 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 Ms [redacted] ’s concerns regarding account *** Ms [redacted] stated she has not received her payment booklet According to our records, Ms [redacted] signed a 36-month retail installment contract on November 20, She agreed to have her minimum monthly payment due on the 20th of each month When a payment is late, we routinely begin call attempts to the telephone numbers provided on the credit application, as a reminder to ensure payments will be made timelyIt is practice for our company to begin call attempts to assist consumers from falling behind on their accountMs [redacted] may pay on-line, in her local Conn's store, by mail, or over the phone if it is more convenient for her, before the due date Additionally, Ms [redacted] ’s payment booklet was mailed to the address on file within 7-business days of her purchaseWe have mailed Ms [redacted] a new payment booklet in the event she has misplaced the original one Ms [redacted] also stated she should have had next day delivery According to our records, we attempted to deliver the products the next day; however, we were unable to reach Ms [redacted] ; therefore, her delivery was rescheduled Conn’s values Ms [redacted] as a customer and appreciates her for bringing her concerns to our attention
Thank you for the opportunity to respond to Ms [redacted] concerns regarding account [redacted] Ms [redacted] stated she filed an insurance claim on her accountShe believes she has paid the account balance in full According to our records, Ms [redacted] signed a 30-month retail installment contract on May 15, That contract included our credit life, disability and involuntary unemployment insurance On June 17, Ms [redacted] contact our insurance department to file a disability claim We mailed her an insurance claim form at that time to the address on file As of September 6, 2016, those insurance claim forms have not been returned Additionally, MS [redacted] stated she has lost her job We have no record of an unemployment insurance claim being filed If Ms [redacted] has misplaced the insurance claim forms she may contact our insurance department at 800-280-to request another form Conn’s is obligated to report factual information to the credit bureaus and we are unable to remove the negative credit marks assessed on the account due to payments not being made timely We have included a copy of Ms [redacted] 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]
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 The reason why I am not satisfied with this action, is because Conns is currently reflecting my account in a past due status with a payment due even after paying off my account, and jeopardizing my account to go to a negative credit status due to their delay in updating my account status to reflect zero balance In addition they have made repeated promises to cease daily collection calls and attempts to collect on a debt that is completely paid off on August 9, I will contact the local media and retain legal counsel if needed if this cannot be handled in a expedited manner I would like Conns to handle this matter as soon as possible Regards, [redacted] ***
Thank you for the opportunity to respond to [redacted] complaintOur records show on 11/9/2014, [redacted] purchased a HE washer and dryer with us No additional warranty was purchased at that time [redacted] did elect the property insurance coverage, which is covered through [redacted] as stated on her general information page [redacted] contacted our service department on 3/9/16, stating her dryer caught on fire and then caught the washer on fire [redacted] was informed that her manufacturer’s warranty had expired and she was provided the number to [redacted] to file a claim as stated on her general information page As a gesture of goodwill Conn’s agreed to inspect both washer and dryer and waived the diagnostic fee Upon inspection on 3/10/16; the technician found the fire started in the exhaust vent and might have been caused by lint build up in the wall He checked the unit and there were no signs of a fire in the dryer The technician further reported the washer and dryer could be repaired The dryer needs a fuse and fuse holder and the washer needed a new drain hose and retainer clipThe inspection report and pictures were sent to [redacted] on 3/16/16; after the claim forms were received Although [redacted] did not approve to replace the items our records show as of 3/28/16; they have approved the repairs The parts are being ordered; once received a technician will contact [redacted] with an appointment date to complete the repairs Conn's does not determine if or how a claim will be fulfilled For questions regarding [redacted] coverage [redacted] will need to contact [redacted] directly at [redacted] Kind regards, Kathryn J [redacted] Customer Relations
Thank you for the opportunity to respond to Mrs***’s additional comments After reviewing Mrs***’s complaint, we were able to confirm that Mrs [redacted] was contacted on 4/05/and informed that her refund check was mailed to her residence on Wednesday (4/04/18) Again, we sincerely apologize to Mrs [redacted] for any inconvenience she experienced during this process 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] ’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: 1) She has contacted us numerous times regarding repairs to her refrigerator, but no one has contacted her back; 2) She was told that her parts would be expressed to her; 3) She was told she was automatically approved for food loss but has not received it; and 4) She is requesting an exchange on the refrigerator Our investigation reveals that: 1) We have remained in contact with Ms [redacted] regarding her service orders; 2) Ms [redacted] was contacted and made aware of the estimated time of arrival for the parts; 3) We sent Ms [redacted] a food loss form to submit for processing but have not received the completed form; and 4) Ms [redacted] ’s refrigerator does not meet the qualification for an exchange and has been repaired as of 6/26/ Our records show on 2/9/16, Ms [redacted] purchased a [redacted] French door refrigerator and elected to purchase a 48-month Repair Service Agreement Plan We researched Ms [redacted] ’s service history and found completed service call and open order On 2/1/17, Ms [redacted] contacted our Service department stating her ice maker was not making iceA service appointment was sand upon inspection, the technician found the icemaker needed to be replacedMs [redacted] ’s icemaker was replaced on 2/18/and the technician reported the refrigerator was functioning properly Ms [redacted] contacted our service department on 5/27/stating that her refrigerator was making a noiseA service appointment was scheduled for 6/2/During the inspection, the technician found the icemaker needed to be replaced The part was ordered and arrived on 6/8/and Ms [redacted] installation was scheduled for 6/12/ After installing the icemaker the technician found the motor and main PCB needed to also be replaced The parts were ordered and as soon as they arrived, Ms [redacted] was scheduled for the next available service date Ms [redacted] ’s refrigerator has been successful repaired as of 6/22/ Ms [redacted] has contacted our service department regarding any further issues she is experiencing with her refrigerator since the unit was repaired Conn’s values Ms [redacted] as a customer and appreciates her for bringing this matter to our attention
Conn Appliances, Inc(“Conn’s”) appreciates the opportunity to respond to Mrs [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, Mrs [redacted] may contact Conn’s regarding questions by calling our Customer Service Helpdesk at 1-877-358-1252, or on-line at www.conns.comMrs [redacted] has stated in the complaint: 1) She originally purchased a new refrigerator but was told she would be getting the floor model because we no longer had the unit in stock; 2) She reported the refrigerator had a dent but has not received a response; 3) She was told she could not combine deal and use 10% coupon; 4) She is requesting to receive a discount on the refrigerator; and 5) She is requesting to honor 10% off coupon for her recliner Our investigation reveals that: 1) Mrs [redacted] was made aware the refrigerator was not available for immediate delivery and opted to receive the floor model to get item sooner; 2) Mr [redacted] signed his delivery ticket acknowledging the item was inspected and received in good order; 3) Mrs [redacted] was informed that she could not combine the 10% off coupon and free delivery; 4) Mr [redacted] received the refrigerator at the discounted price of $(originally $949.99); no additional discount is due; and 5) We are unable to honor Mrs [redacted] ’s request; she agreed to receive free delivery valued at $instead of 10% off purchase of $ We researched Mrs [redacted] ’s complaint and found that on 5/6/17, Mr [redacted] was approved for an exchange on his refrigerator for up to $Our records show Mr [redacted] re-selected a [redacted] side-by-side refrigerator for the discounted price of $and requested delivery for 5/14/However; Mr [redacted] contacted us on 5/13/to re-schedule for a later date Our records show Mrs [redacted] returned to her local Conn’s on 5/20/to purchase additional items on a separate invoiceWe show Mrs [redacted] elected the [redacted] recliner and inquired about using a 10% off coupons she received in the mailMrs [redacted] was given the option to use the 10% off promotion or receive free delivery with her purchaseMrs [redacted] agreed to receive the free delivery due to she was unable to pick up recliner from the warehouse At that time, Mrs [redacted] was also informed that the refrigerator originally purchased on a different invoice was no longer available for immediate delivery and was on backorder for the manufacturerMrs [redacted] was given the option to wait for the unit to become available or received the floor model refrigerator and have both items delivered the following day (5/21/17)Mrs [redacted] elected to receive the floor model refrigerator to have all items delivered the on the same dayWe show both the refrigerator and recliner was delivered and signed acknowledging the items were inspected and received in good order on 5/21/As listed on the signed delivery receipt: “By signing below, you agree that you have thoroughly inspected your merchandise for damageAn exchange or price concession will not be authorized for damage discovered after delivery” Our records show Mrs [redacted] contacted us on 5/24/(3days after delivery) stating the refrigerator has a dent on the unitMrs [redacted] was informed that no issues were reported at the time of delivery and we are unable to offer a concession at this time Conn’s value Mrs [redacted] as a customer and appreciates her for bringing this matter to our attention
Thank you for the opportunity to respond to *** [redacted] ’s concerns regarding account # [redacted] *** [redacted] stated she has been trying to cancel her Repair Service Agreements on her contract, but it has not been processed According to our records and recorded calls, *** [redacted] called on March 20, to request the Repair Service agreements on her retail installment contract be removed The representative she spoke with verified *** [redacted] ’s address and requested the RSA cancellation form be mailed*** [redacted] called back on April 2, and stated she had not received the forms The agent verified *** [redacted] ’s information once more and requested the forms be mailed to *** [redacted] We do not have record of *** [redacted] returning the RSA cancellation form to complete her request As a one-time exception and a goodwill gesture, we have canceled the RSA agreements *** [redacted] had on her retail installment contract and pro-rated the refund from March 20, per the recorded call *** [redacted] received an invoice credit of $ We have attached a copy of *** [redacted] ’s payment history for her records as proof of the invoice credit We value *** [redacted] as a customer and sincerely apologize for any inconvenience she has experienced due to this matterThank you, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint [Provide details of why you are not satisfied with this resolution.] Regards,I refuse to accept the fact that you are allowing your employees to tell customers one thing and do anotherI see that there is no good ending to this problemI will be making sure we never shop at your store again and my friends and family will also be avoiding Conns alsoI am very sad for your business that you treat customers one way, tell them something and do another I refuse to be a part of this nonsense I will be filing a complaint with the company alsoI know nothing will be done, as evidenced by this conversation, but I promise I will never shop at Conns again 10/31/ Complaint On 8/31/Conn's delivered a [redacted] washer and dryeron 9/2/I called conn back because the dryer was making a loud rubbing noiseon 9/7/the repair man came an said that the drum was rubbing against somethingThey said that they would send another dryer on 9/14/On that monthey delivered the dryer and when they took the dryer out of the box it was bend up and damaged like it had been dropthey said that I would have to wait until the next Monday for deliverer but I called them and said that if they could not deliever before then, to please pick it up A dryer was delivered on 9/15/but the light on the dryer did not come onby that time I discover that the super cycle on the washing machine did not workwe called and a repair man did come out and he came out on the and said that the super cycle on the washing machine was a little off but if she put it on the regular cycle it is really washing on the super cyclethe dyer is still not working light and the washing machine has the same problemsthey wont replace either one and they are expecting me to pay for itthey said the only way that would pick it up is under a repossession status Desired Resolution repair the bulb in the dryer and replacement the washer Consumer Business Dialog
Thank you for the opportunity to respond to Mrs [redacted] ’s additional commentsWe responded to Mrs [redacted] ’s concern through the Revdex.com on 1/12/16, 1/25/16,2/4/and 2/16/notifying her on each occasion that her washer was approved for an exchange on 1/5/Mrs [redacted] was also made aware that she was approved for a credit up to the original amount paid of $and had the option to use the credit towards the same model or reselect a different modelIn Mrs [redacted] ’s last response she stated she wanted to keep the same model originally purchased therefore we scheduled her delivery for 2/27/to receive a new washerHowever; during the pre-call Mrs [redacted] informed Conn’s delivery team that she was not available for delivery therefore her delivery was been re-scheduled for 3/6/ Also, our records show that our Customer Relations Officer has attempted to contact Mrs [redacted] on several occasions but was unsuccessful and left her direct contact information to address her concernsWe apologize for any inconvenience Mrs [redacted] experienced during this processIf we may be of further assistance, Mr [redacted] may contact Customer Service at1-877-358-Kind regards, Dyeisha W [redacted]
Thank you for the opportunity to respond to [redacted] complaint Our records show on 5/18/15, [redacted] purchased a [redacted] high-efficiency washer and dryer with a 24-month Repair Service Agreement *** [redacted] signed invoice indicates at the time of purchase she acknowledged she was provided a copy of the Repair Service Agreement and that she understood the coverage associated with the product [redacted] elected to have her washer and dryer delivered; which was completed on 5/22/We researched [redacted] complaint and found a service call was placed on 7/13/for their washer and 8/12/for their dryer; stating the washer was not cleaning the clothes and the dryer was turning off on its own After reviewing the service history we found multiple attempts were made to schedule [redacted] for service, but we were unable to find a service technician in their area Therefore, [redacted] (the manufacturer) approved an exchange to replace their washer and dryer We attempted to contact [redacted] regarding her approval, but we were unsuccessful in our attempt [redacted] was issued a credit up to the original amount paid which was $2,to re-select a new washer and dryer [redacted] may visit her nearest Conn's location to initiate her exchange and schedule delivery If we may be of further assistance, [redacted] may contact our Customer Service department at 1-877-358-Kind regards, Jana A [redacted] Customer Relations
Conn Appliances, Inc(“Conn’s”) appreciates the opportunity to respond to the concerns Mr [redacted] has regarding account(s) [redacted] and [redacted] We have a more than *20-year history of quality customer service and satisfaction, and I would not want anything to impair that recordOur contact information is located on Mr [redacted] ’s retail installment contract or promissory note and security agreement, invoice, coupon book, and welcome letterAs a reminder, she may contact Conn’s regarding questions about her purchase by calling our Customer Service Helpdesk at *-877-358-*252, or on-line at www.conns.com Mr [redacted] stated in his complaint that: he called in 20*to pay off his accounts; Conn’s would not take his payments; and he would like the accounts removed from his credit reportOur investigation reveals that: Mr [redacted] contacted Conn’s on May 3, 20*and was informed his accounts were sold; Once an account is sold, Conn’s no longer services the account; and Conn’s is obligated to report factual information to the credit bureaus and we are unable to remove the delinquent status of the account due to payments not being made timelyAccording to our records, Mr [redacted] signed a 24-month retail installment contract on July 4, 20* That contract created account [redacted] and he agreed to have his minimum monthly payment of $due on the *6th of each month Our records further indicate Mr [redacted] signed an 18-month retail installment contract on October 18, That contract created account [redacted] and he agreed to have the minimum monthly payment of $due on the18th of each monthOn June 30, accounts [redacted] and [redacted] were charged off due to payments not being made timely The accounts were sold to [redacted] on September 17, Once an account has been sold, Conn’s no longer services the account Mr [redacted] contacted Conn’s and was advised that his accounts were sold to [redacted] *** He was informed that since the accounts were sold, Conn’s was unable to service the accounts and he was given the phone number to contact [redacted] *** Mr [redacted] will need to contact [redacted] in order to assist him with the accounts He may reach them by calling [redacted] Conn’s is obligated to report factual information to the credit bureaus and we are unable to remove the sold status of the accounts due to payments not being made timely If his credit reports reflect anything other than sold, he may fax a copy of his credit report to [redacted] for further reviewConn’s appreciates Mr [redacted] for bringing his concerns to our attention
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 This exchange will consume my additional warranty purchased and the item was deemed non-repairable while it was still under manufacturers warrantyConn's did not provide [redacted] with the needed information to approve the exchangeAccepting this exchange will consume an additional warranty I purchasedI will not consume my warranty due to their negligence in handling the requests from [redacted] to their technician [redacted] was in direct contact with the technician and he did not provide their requestsHe showed me the emails at his last visitThey never once forwarded the emails to me for me to handle it, which I would have gladly done had they forwarded me the informationThey have my email address on fileAlso, at that exchange value, I cannot get a comparable product without coming out of pocketAt 1297.88, I will still have to spend more money to get a 65" 4k television (which is what I have) after taxesI will accept this exchange if they refund my warrantyI will not consume my warranty for their failure to work with the manufacturerI would take the offer if they were to extend my warranty as well, but after this month nightmare, I do not want to have to deal with them in the future.I have spent countless hours dealing with customer service to no resolveI have gone into the local storeIt took filing this complaint and going into the local store to get any sort of actionThis is simply not how good business is done Regards, [redacted] * [redacted]
Thank you for the opportunity to respond to Ms [redacted] ’ concerns regarding account [redacted] Ms [redacted] stated a payment was processed on her account in error She would like the payment refunded as well as NSF fees that were assessed by her financial institution A refund in the amount of $was processed on April 24, Additionally, we have sent Ms [redacted] a refund for the NSF fees she incurred in the amount of $ We ask that Ms [redacted] please allow 7-business days for processing Conn’s values Ms [redacted] as a customer and apologizes for any inconvenience she experienced due to this matter
Thank you for the opportunity to respond to Ms [redacted] ’s concerns regarding a pre-approval letter she has received Ms [redacted] stated she has received a pre-approval letter for her minor child and would like the pre-approvals to cease We have removed Ms [redacted] ’s address from our mailing system; however, Ms [redacted] will need to follow the OPT-OUT instructions listed on the mailer to remove the information from the three credit bureaus as well We ask that Ms [redacted] please disregard any mailings she may receive within the next 30- days due to any mailings that was sent out before her request was received We appreciate Ms [redacted] for bringing her concerns to our attention and sincerely apologize for any inconvenience she has experienced due to this matter Thank you,Cheryle Simmons
Thank you for the opportunity to respond to Mr***’s complaintAfter reviewing Mr***’s concerns, Conn’s agreed to honor his request to return the refrigerator without the 15% restocking fee due to the unit failed within 24-hoursOur records show we are currently scheduled to pick up and return the refrigerator on 11/19/ We have also process a credit of $to Mr***’s account to close the accountWe sincerely apologize for any inconvenience Mr [redacted] experienced during this process If we may be of further assistance, Mr [redacted] may contact Customer Service at 1-877-358- Kind regards, Dyeisha [redacted]