Conn's Home Plus

Thank you for
the opportunity to respond to Ms. Edmonds’ concerns regarding account
[redacted]3832.  Ms. Edmonds stated she paid
off her account in December 2015 but she received a credit mark in March 2016
and a credit mark in December 2015.
 
According to
our records, Ms....

Edmonds signed a 32-month retail installment contract on May
18, 2013.  She agreed to have the minimum
monthly payment due on the 27th of each month. Ms. Edmonds received
a 30-day credit mark for December 2014 because her December payment was not
submitted until March 2, 2015. 
 
Ms. Edmonds
paid her account balance in full on November 25, 2015.  No additional credit reporting has been
submitted since the account has been paid in full. 
 
Conn’s is
obligated to report factual information to the credit bureaus and we are unable
to remove the negative credit mark for December 2014 due to the payments not
being made timely.  We have attached a
copy of Ms. Edmonds’ payment history for her records.  If Ms. Edmonds’ credit report reflects
anything other than what we have stated above, she will need to fax over a full
copy of her credit reports from the credit bureaus for further research.  Please note, we are unable to review credit
reports from third party agencies, as they may not have up-to-date
information.  Conn's value Ms. Edmonds as a customer and appreciates her for bringing her concerns to our attention.  Thank you,[redacted] Simmons

Thank you for
the opportunity to respond to Mrs. [redacted]’s concerns regarding account
#[redacted].  Mrs. [redacted] stated she was
promised a $50 gift card but she never received it.  She also stated she would like the interest
removed from her account.
According to
our records,...

Mrs. [redacted] signed a 24-month retail installment contract on August
31, 2014.  This contract did not qualify
for our 12-month no-interest financing offer; therefore, we are unable to honor
Mrs. [redacted]’s request to remove the interest from the account.
Mrs. [redacted]
stated she was promised a $50 gift card and never received it.  We do not have record of a gift card being
sent to Mrs. [redacted].  We have processed
the request to have a $50.00 gift card mailed to Mrs. [redacted].  She should receive the gift card within 7-10
business days.
We value Mrs.
[redacted] as a customer and appreciate her bringing her concerns to our
attention.  We have attached a copy of
Mrs. [redacted]’s contract for her records. Thank you,Cheryle S[redacted]

Thank you for the opportunity to respond to Mrs. [redacted] additional comments. We spoke to Mr. [redacted] regarding his exchange and scheduled a date to deliver his new unit. Our records Mr. [redacted] new microwave was delivered and signed acknowledging the item was received in good order on November 4, 2016. We sincerely apologize for any inconvenience Mr. and Mrs. [redacted] experienced during this process. If we may be of further assistance, Mr. or Mrs. [redacted] may contact us at 1-877-765-1513.  Kind regards, Dyeisha [redacted]

Thank you for the opportunity to respond to Mr. [redacted]'s concerns regarding a Conn's account.  Mr. [redacted] stated he has been receiving collection calls for an account that is not his.  According to our records, Mr. [redacted]'s telephone number was linked to a Conn's account in error. ...

We have placed the telephone number provided by Mr. [redacted] in a cease communication status.  We value Mr. [redacted] and apologize for any inconvenience he has experienced due to this matter.    Thank you, Cheryle [redacted]

Thank you for
the opportunity to respond to Ms. [redacted]’s concerns regarding account
[redacted].  Ms. [redacted] stated Conn’s
continued to draft payments once the account was closed.
 
According to
our records, Ms. [redacted] had her monthly payments set up to draft from...

her
financial institution.  Conn’s mailed Ms.
[redacted] the following refund checks:
 
Date              Check Amount
2/23/2015         $216.49
3/6/2015           $216.49
4/3/2015           $216.49
5/8/2015           $216.49
6/5/2015           $216.49
7/3/2015           $216.49
8/7/2015           $216.49
 
According to
our records, none of the refund checks have been negotiated; therefore, we have
placed a stop payment on the above refund checks.  We have reissued new refund checks and Ms.
[redacted] should receive them within 14-21 business days. 
 
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 Mrs. [redacted]’ complaint.  We appreciate Mrs. [redacted] for bringing her concerns to our attention.  We researched Mrs. [redacted]’ complaint and found her issue has been addressed.  On 1/19/16, an exchange was approved for Mrs. [redacted]...

to replace her refrigerator.  We spoke with Mrs. [redacted] on 1/20/16, she was advised her exchange approval and informed she is currently scheduled for delivery on Thursday(1/21/16).  Again, we sincerely apologize to Mrs. [redacted] for any inconvenience she experienced during this process.If we may be of further assistance, Mrs. [redacted] may contact our Customer Service department at 1-877-358-1252Kind regards,Jana A[redacted]

Thank you for
the opportunity to respond to Mrs. C[redacted] concerns regarding account
#38467636.  Mrs. C[redacted] stated she paid
her account in full in August 2014 and never received a letter stating the
account was closed.
 
According to
our records, Mrs. C[redacted] account has...

been closed as of August 26, 2014.  We have mailed two previous close-out letters to the address on
file.  We have included a copy of the letter
for Mrs. C[redacted] records.
 
We value Mrs.
C[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]’ complaint. Our records show on
8/8/15, Mrs. [redacted] purchased a Serta Initiative Firm king bed and elected to
purchase a 48-month FurnitureGard Plan. Mrs. [redacted]’ mattress was delivered
and signed acknowledging the item was...

received in good order on 8/11/15; no
damages were reported at the time of delivery. Per Mrs. [redacted]’ request, the
mattress was left in her hall wrapped in plastic due to remodeling. As listed
on the signed delivery ticket; “Please thoroughly inspect your merchandise
for damage. An exchange or price concession will not be authorized for damage
discovered after the delivery”.

We
researched Mrs. [redacted]’ complaint and found she contacted our delivery team on
8/22/15 stating that she just removed the plastic from the mattress and
noticed a large slice down the back of the unit but the plastic was unharmed.
Mrs. [redacted]’ information was forwarded to a manger for further review however;
we were unable to confirm when or how the damages occurred from the time of
delivery.  Therefore Mrs. [redacted] was
informed to contact our service department to schedule an appointment for
repairs. Mrs. [redacted] contacted our service department on 9/9/15 regarding the
tear in her mattress. A service appointment was scheduled for 9/11/15; the
serviceman was able to stitch the tear on the bottom of the mattress to
complete repairs.

Conn’s
has a No Return/Exchange on all mattresses however; Mrs. [redacted]’ mattress
qualified for Serta’s 120-day In-Home Comfort Guarantee. Mrs. [redacted] may visit
her nearest Conn’s location to take advantage of Serta’s 120-day In-Home
Comfort Guarantee.  We sincerely apologize
for the delay and experience Mrs. [redacted]’ had regarding this matter.

If we may be of further assistance, Mrs. [redacted] may contact us at
1-877-358-1252.


Kind regards,

Kathryn J[redacted]
Customer Relations

Thank you again
for the opportunity to respond to [redacted] concerns regarding her
accounts. 
 
According to our records and recorded calls, [redacted]
agreed to have us process payment extensions on her account to help bring her
account current on July 16, 2014.  The
payment in the amount of $40.11 was scheduled to process on July 29, 2014 so we
could process the extensions.  That
payment was declined by [redacted] financial institution; therefore, the extensions
could not be processed and the account was backdated. 
 
We provided all the information regarding the account in our
previous response.  As of January 5, 2015
the payoff amount is $315.39.  This
includes a past due amount of $104.57. 
Please note, the payoff amount updates daily.  If [redacted] would like to pay the account
in full, we ask that she calls the day she plans to submit the payment for an
up-to-date payoff quote. Thank you,Cheryle S[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  I do not accept this resolution as it has already become yet another nightmare obstacle I am facing.  After getting approved for the in store credit, I contacted the [redacted] peay location in which I purchased my original furniture and have been dealing with the manager.  When I asked to speak with Chris, the manager that supposedly filed a report and assured me that I would hear back no later than friday (never heard back on that) he is no longer there and has since been promoted, so I asked tto speak with the general manager.  I explained to him everything that I've been through and after a period of silence, I jokingly said "I have an uncle that was CEO of driven brands and I'm thinking he may know your current CEO, as he came from [redacted] automotive" to which he replied "that would probably be your best bet to have your uncle make a personal call to the president"...  I chose to go to the [redacted] location because that simply was not the kind of management team I wish to do business with.  The manager at [redacted] was very nice and helpful, or so I thought.  There was nothing available for the credit amount given and the original furniture I purchased was even $200 more, but I reselected 1 couch and 2 recliners, going over budget by around $300, only to discover that he had to rig the order because there were still only 2 lines available for my purchase, so I will now have to pay 2 separate bills to Conn's monthly.  The furniture will not even be available or in stock until some time in July, so when I contacted billing and customer service, they can't pull up anything or help me get this figured out at all.  In the process of all of this I also found out that, even though I physically went to my [redacted] insurance company to get the insurance information they needed, and physically took it to the [redacted] peay store BEFORE my original furniture was ever even delivered, they have continued to charge my for insurance coverage and expect me to once again provide them my insurance information so they can stop the billing for insurance, but not credit my account for the insurance fees already paid.  At this point I am going to cancel the new furniture order and ask them to come pick up the original set.  I could have gone anywhere else and paid less (I showed the store manager the same furniture listed for much cheaper at another business, but they don't do any sort of price matching) and wouldn't have gone through the nightmare I've endured in the process.  I am suffering from sciatica on both sides of my back and this has just become ridiculous! I just want out and don't wish to conduct business with such a poorly operated business anymore.  Conn's has lived up to and earned their title, they have conned me yet again.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
[When I made the payment on April 21,2015 the representative stated that all I had to was $74. and some change to bring my account current. they started calling me 3-4 times a day saying that I owed more money.  I feel that I should not have to pay when I asked several times about the amount before I made the pay to make sure it would bring me current until May 26th.   I don't have a problem paying my bills if I am behind I will make the payments and pay for everything I get.I feel like Conn's needs to take responsibility for they way they have harassed me and my family members.  They need to admit that they have made mistakes in handling our account.  They are wrong in calling up to 12 times a day, and need to review their customers account information before they just get on the phone and say  you owe us money and to pay it now.Regards,
Tammy [redacted]

Thank you for the opportunity to respond to Mrs. [redacted] complaint. Our records show on11/12/16, Mrs. [redacted] purchased two [redacted] Black sofas and elected to purchase a 36-month FurnitureGard Plan. We show on11/20/16; Mrs. [redacted] elected to pick up her furniture from our warehouse...

located in San Antonio, TX. Mrs. [redacted] signed her pickup clip acknowledging that items were received in good order. As listed on the signed pickup slip“Please thoroughly inspect your merchandise for damage before loading. An exchange or price concession will not be authorized for damage discovered after the product leaves the warehouse or store”.   We researched Mrs. [redacted] complaint and found that she contacted our customer service department stating when she unwrapped the items at home she noticed the legs on the sofa was damaged and requested an exchange. Mrs. [redacted] was informed that we are unable to process an exchange as we are unable to determine when or how damages may have occurred once the item(s) have left the warehouse. We attempted to contact Mrs. [redacted] on12/28/16but were unsuccessful and left a voice message to return our call.   Although Mrs. [redacted] furniture does not meet the qualifications for an exchange; Conn’s has agreed to ship Mrs. [redacted] new legs for her sofa as a gesture of goodwill.   If we may be of further assistance, Mrs. [redacted] may contact us at1-866-765-1513.   Kind regards,   Dyeisha [redacted]

Thank you for the opportunity to respond to Mrs. [redacted] additional comments. Our records show on 1/18/17, Mrs. [redacted] refrigerator was approved for an exchange for up to $1699.99 due to the unit was deemed non-repairable. We show on 1/21/17, Mrs. [redacted] visited Conn’s and...

re-selected a ** Side-by-Side refrigerator which comes with a 1-ear limited manufacturer’s warranty. Mrs. [redacted] new unit was deliverd and signed acknowledging the item was received in good order on 1/22/17. We sincerely apologize for any inconvenience Mrs. [redacted] experienced during this process. If we may be of further assistance, Mrs. [redacted] may contact us at 1-866-765-1513. Kind regards, Dyeisha [redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint. We 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 Plan. However, 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 purchased. Our records show on 2/3/15the technician replaced the [redacted] to complete repairs and reported the unit was functioning properly. Mr. [redacted] contacted service again on 3/27/15 stating water is leaking in the crispers and making a popping noise. Mr. [redacted] was once again offered the option to exchange the unit however; he declined an exchange and requested to continue with repairs. A 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 repairs. We have no records showing Mr. [redacted] has contacted us regarding any further repair needs since the unit was last inspected on 4/5/15. 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 repairs. Mr. and Mrs. [redacted] have not contacted us since the last service order was completed on 4/5/15 or prior to the expiration of the RSA dates 4/29/16regarding any issue with the refrigerator. As 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 expense. If we may be of further assistance, Mrs. [redacted] may contact us at 1-866-765-1513. Kind regards, Dyeisha [redacted]

Thank you for
the opportunity to respond to Mr. [redacted]’s concerns regarding account [redacted].  Mr. [redacted] stated this account is supposed to
be closed; however, he is receiving collection calls regarding the
balance. 
 
According to
our records, account [redacted] is in...

process of closing.  We ask that Mr. [redacted] please allow 7-14
business days for processing.  We have
placed a temporary cease communications on the telephone numbers associated
with the account to prevent further collection efforts. 
 
Conn’s values Mr.
[redacted] as a customer and sincerely apologizes for any inconvenience he has
experienced due to this matter.  Thank you,Cheryle [redacted]

Thank
you for the opportunity to respond to Mr. [redacted]’s complaint. Our records show on
10/26/13, Mr. [redacted] purchased the [redacted] furniture set which
consist of...

two pieces (sofa and rocker recliner) both with a 1-year limited
manufacturer’s warranty that expired on 10/26/14.
 
After
researching Mr. [redacted]’s complaint we found he contacted us on 11/4/13 stating
the sofa appeared to be leaning and has a large gap however; we have no record
that an appointment was scheduled. We have reviewed Mr. [redacted]’s call history
made to customer service and our collection department since the time of
purchase and found there was no mention regarding further issues he was
experiencing with his furniture prior to his the expiration date of his
warranty. We show Mr. [redacted] did speak to a collection’s agent on 2/23/15 and
2/24/15 regarding service on his furniture set however; he was informed that
the warranty expired on 10/26/14 therefore we were unable to scheduled a
service appointment.
 
Although
Mr. [redacted]’s warranty on his furniture expired on 10/26/14; we verified that the manufacture
offers extended coverage on wooden frames and metal parts that may be covered
regarding Mr. [redacted]’s original concerns. Conn’s has agreed to schedule an
appointment to have a serviceman assess Mr. [redacted]’s original issues regarding
the sofa leaning and a gap in the unit however; fabrics, leather and other
covers are not covered under the Terms and Conditions of the manufacturer’s
warranty. Once the serviceman has assessed the sofa, we can determine if the
issue with the unit leaning and gap in the sofa is covered under the warranty
to continue with repairs.
 
 
 
If we may be of further assistance, Mr. [redacted] may contact customer service at [redacted].
 
 
Kind
regards,
 
Dyeisha
W[redacted]

Thank you for the
opportunity to respond to [redacted]’s additional comments.  [redacted] has been contacted and
her concerns have been addressed.
 
If we may be of
further assistance, [redacted] may contact our Customer Service Department
at ###-###-####.
 
 
Kind regards,
 
[redacted]











6/6/2015






Complaint

After my furniture was delivered on [redacted]. I noticed a slight defect I notified Conns a service member was sent out and he took pictures of the damages. I was told the furniture would be replaced due to the damages was a manufactured defect. I have called the store twice, and revisited the...

store no one knows anything about the replacement or the damages. however they do not accept returns; and no one has returned my calls. I contact customer services and they stated I will have to complete a form which will be emailed to me. I have not received that email.
Product_Or_Service: [redacted] sofa, love seat
Account_Number: [redacted]







Desired Resolution

DesiredSettlementID: Refund
Although this furniture was a beauty in the show room. I would like a full refund. This have been a very uncomfortable purchase.

Consumer Business Dialog

Thank you for
the opportunity to respond to Mrs. [redacted] concerns regarding account
#[redacted].  Mrs. [redacted] stated she was
supposed to receive a 12% discount off damaged items she received and she was
supposed to receive 24-months no-interest financing.
 
According...

to
our records, Mrs. [redacted] signed a 32-month retail installment contract on July
21, 2014.  This contract included a
12-month no-interest financing promotion. 
 
Mrs. [redacted] also
received invoice credits totaling $1,889.58. On July 29, 2014 a credit in the
amount of $1,740.79 was credited to the account.  On August 7, 2014 Mrs. [redacted] received two credits
on her account, one in the amount of $71.99 and one in the amount of $76.80.
 
Please note invoice
credits do not change the minimum monthly payment due on the account each
month.  We have attached a signed copy of
the contract, the payment history, as well as the invoice credit for Mrs. [redacted]’s
records.
 
We value Mrs.
[redacted] as a customer and sincerely apologize for any inconvenience she may have
experienced due to this matter. 
Thank 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.  I was told by the collection manager that they would reinstate my cash option if I paid the remaining 200 some balance and I did, and now your stating that you will not honor that. Your customer service practices are a disgrace. You are welcome for my past business and I will never use your company again. Have a nice day 
[Provide details of why you are not satisfied with this resolution.]
Regards,

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, Not satisfied with this response. I did contact customer service. I inquired  who to direct my complaints to and was told to check the state website for information that I would need.  I never once spoke to anyone in legal though I sent a certified letter, faxed a letter, and mailed one, and never had any conversation though I tried with anyone about cs rep, who could help me.   I have been unhappy since the purchase of this furniture.  The quality is not good.  The entire sectional would have to be replaced.  It can not be repaired.  If this is the final answer from Conn's, I will be filing a small claims suit requesting refund, return, reduction or exchange.Thank you, B. [redacted]