Conn's Home Plus

Thank you for the opportunity to respond to Mrs. [redacted] complaint.  We researched Mrs. [redacted] complaint and found her issue has been addressed and resolved.  Mrs. [redacted] has been contacted and informed her issue was escalated with upper management.  At the time of Mrs....

[redacted] purchase; Conn’s were not offering 36-month with no interest.  However, at the time of Mrs. [redacted] delivery; Conn’s were offering 36-month no interest.  Therefore, Conn’s has agreed to honor Mrs. [redacted] request.  We sincerely apologize to Mrs. [redacted] for any inconvenience she experienced during this matter.  If we may be of further assistance, Mrs. [redacted] may contact Customer Service at 1-877-358-1252.  Kind regards, Jana [redacted]

Thank you again for the opportunity to respond to [redacted]'s concerns regarding her account.  As stated in our first response, we are in the process of recalculating the interest on her account.   Thank you, [redacted]

Thank
you for the opportunity to respond to Mr. [redacted] complaint. Our records show
on 12/26/14, Mr. [redacted] purchased a [redacted]
[redacted]...

with a 25-month Repair Service Agreement/Accidental Plan. Mr. [redacted]
elected to pickup his [redacted] from our Conn’s located in Houston, TX and
signed his invoice acknowledging he received a copy of the RSA/Accidental
contract and understood the coverage associated with the product.
 
We
show on 5/11/15; Mr. [redacted] contacted our Customer Service Department stating
at the time of purchase the sales representative informed him if he had an
issue with his [redacted], Conn’s would provide a loaner until there was a
resolution with the defective merchandise. Mr. [redacted] was reminded of the Terms
and Conditions of the RSA/ Accidental Plan which does not offer loaner on any
product(s) while items are being serviced.
 
As
of 5/18/15, Mr. [redacted] has not brought his [redacted] in for service to assess
the repair needs. Although we are unable to honor Mr. [redacted] request for an
exchange; he may bring his [redacted] to the nearest Conn’s location to send to
our service center and determine any necessary repairs. 
 
We
have included a copy of Mr. [redacted] signed invoice with our response.
 
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 Mr. [redacted]’s complaint. Our records show on8/29/16, Mr. [redacted] purchased the [redacted] living room furniture which consist of two pieces (sofa and loveseat) which comes with a 1-rear limited manufacturer’s warranty; no additional coverage was...

purchased with Conn’s. We researched Mr. [redacted]’s complaint and found that his delivery was scheduled and signed acknowledging the items were received in good order on8/31/16. Our records show Mr. [redacted] contacted the delivery department on9/4/16stating the loveseat cushions are not leveled. The delivery team returned to Mr. [redacted]’s residence on9/5/16to assess the unit. During the inspection the delivery team reported the frame was crooked and submitted a request for an exchange. Conn’s agreed to exchange the loveseat and Mr. [redacted] was re-scheduled for delivery for9/13/16however; upon delivery the new unit was damaged. There was a delay re-scheduling Mr. [redacted]’s delivery due to the unit being damaged during transit. We show Mr. [redacted]’s new loveseat was delivered and received in good order on9/27/16. We sincerely apologize for any inconvenience Mr. [redacted] experienced as a result of the delay. If we may be of further assistance, Mr. [redacted] may contact us at1-866-765-1513. Kind regards, Dyeisha W[redacted]

Thank you
for the opportunity to respond to Mr. [redacted]’s additional comments. Mr. [redacted] is
scheduled for service on 6/12/15; during that time the technician made a full
assessment and confirmed both the refrigerator and floors were leveled.  Mr. [redacted] was contacted regarding the service
call and his concerns were addressed to his satisfaction.   If I may be of further assistance, Mr. [redacted] may contact me at 1-800-280-1514 ext [redacted].Kind regards,Kathryn [redacted]

Thank
you for the opportunity to respond to Mrs. [redacted]’s complaint. Our records show on
10/14/11, Mrs. [redacted] purchased the [redacted] Double Reclining sofa and...

love
seat both with a 48-month FurnitureGard Plan which expires on 10/25/15. We show
Mrs. [redacted] financed her purchase through [redacted] Acceptance.
 
We received Mrs. [redacted]’s complaint and found she contacted our
service department on 1/09/15 stating headrest on the sofa and love seat was
c[redacted]king and peeling. A service appointment was originally schedule on 1/16/15
however; Mrs. [redacted] re-scheduled her appointment for 1/23/15. During the
inspection the serviceman found the right and left backrest on the sofa was
c[redacted]king and peeling however; no problem was found with the loveseat. Based on
the serviceman’s finding and photos taken at the time of inspection, it was
determined that the reported damage on the sofa is a result of normal wear and
tear from everyday use which is not covered under the Terms and Conditions of
the FurnitureGard Plan. The FurnitureGard Plan does cover accidental tears and breaks
in mechanical failures as mentioned by the sales associate however; damages
resulting from daily use are not covered; please refer to Terms and Conditions Section (15):
What Is Not Covered Letter (j).  After researching the material used on the
furniture, we found that body oils in leather may be easily transferred into the
leather by direct contact with hair or bare skin. These body oils are naturally
absorbed by the leather and will slowly begin to build up in the leather itself
causing dark areas in the finish of the leather at first. If this condition is
allowed to persist, the leather will eventually begin to turn hard and brittle.
Bits of the finish will begin to “flake off” and the leather will begin to
c[redacted]k, causing large areas of damage to form.
 
At this time Mrs. [redacted]’s sofa does not meet the qualification
for an exchange under the Terms and Condition of the FurnitureGard Plan. We
sincerely apologize for any inconvenience Mrs. [redacted] experienced due to
miscommunication regarding the Terms and Conditions of the FurnitureGard Plan.
 
If we may be of further assistance, Mrs. [redacted] may customer
service at 1-877-358-1252.
 
Kind
regards,
 
Dyeisha
W[redacted]

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to Mr. [redacted] concerns. We have a more than 120-year history of quality customer service and satisfaction, and we would not want anything to impair that record. As a reminder, Mr. [redacted] may contact Conn’s regarding questions by...

calling our Customer Service Helpdesk at 1-877-358-1252, or on-line at www.conns.com.  Mr. [redacted] has stated in the complaint: 1)       He contacted to report gas leak with range and was recommended by Conn’s technician to have plumber out to inspect home, but the plumber found the issue was with the range; and 2)       He is requesting a refund for the fee spent to have a plumber inspect home.       Our investigation reveals that: 1)    Mr. [redacted]’s range was inspected on three separate occasions, and each technician reported there were no issues with the unit. Mr. [redacted] was recommended to contact a plumber for precaution; and 2)    We have agreed to issue a partial refund as a gesture of goodwill.     Our records show on 11/25/16, Mr. [redacted] purchased a [redacted] gas range and which comes with a 1-year limited manufacturer’s warranty. Mr. [redacted] did not elect to purchase additional coverage with Conn’s.   We researched Mr. [redacted]’s service history and found that he first contacted our service department on 6/4/17 stating the range was leaking gas. A service appointment was scheduled for 6/13/17. During the inspection the technician report that he tested the unit and it is working up to specifications. The technician also notated that he was unable to duplicate the reported issue and did not find a gas leak.   We show Mr. [redacted] contacted service again on 6/21/17 regarding the same issue. A new service appointment was scheduled for 6/26/17. During the inspections, the technician reported he found a small leak at the gas elbow before shutting off the range but could not determine the cause. The technician suggested that Mr. [redacted] contacts a plumber to inspect his home for precaution as no issues were found with the range.   Our records show Mr. [redacted] later contact service on 6/29/17 for the same issue. A service appointment was scheduled for 7/4/17. During the inspection, the technician reported that he checked for a leak with soap bubble but was unable to see or smell any gas.   We attempted to contact Mr. [redacted] on 7/20/17 to discuss his concerns but were unsuccessful and left a voice message to return our call. Although we are unable to offer a full refund for the cost to have a plumber inspect his home, we are will to refund half the amount paid ($62.50) as a gesture of goodwill. We have submitted a check request to be mailed to the address listed. We ask to please allow up to 30-days to receive payment.                     Conn’s values Mr. [redacted] as a customer and appreciates him for bringing this matter to our attention.

Thank you for the opportunity to respond to [redacted]. [redacted]’s
complaint. Our records show on [redacted], [redacted]. [redacted] purchased a floor model “sold
as is” ** French door refrigerator with a 36-month Repair Service Agreement
Plan and elected Conn’s delivery.
 We received [redacted]. [redacted] complaint and...

found she contacted our
helpdesk department on [redacted]; stating the refrigerator was damaged during
delivery. After further research and review, we show [redacted]. [redacted] signed her
delivery ticket acknowledging that she received her refrigerator in good order
on [redacted]. As listed on the delivery ticket Conn’s provide our consumers to
ensure their merchandise are received in good condition, “Please thoroughly
inspect your merchandise for damage. An exchange or price concession will not
be authorized for damage discovered after delivery”. On [redacted], we attempted
to contact [redacted]. [redacted] to discuss her concerns however; we were unsuccessful in
our attempt. Although we are unable to honor [redacted]. [redacted]’s request for an
exchange, as a gesture of goodwill Conn’s is willing to offer 10% off her
refrigerator.
 In regarding to [redacted]. [redacted]’s delivery, our records show we mailed
a refund check to her residence in the amount of $104.99 for the delivery
delay. We sincerely apologize for any inconvenience [redacted]. [redacted] experienced as
a result of the delay.
 We have included supporting documents with our response.
 If we may be of further assistance, [redacted]. [redacted] may contact us directly
at [redacted].
 
[redacted]

Thank you for the
opportunity to respond to Mr. [redacted]’s complaint. 
Our records show on 12/14/14, Mr. [redacted] purchased a ** dishwasher with a
limited 1-year manufacturer warranty; Mr. [redacted] declined to purchase any
additional RSA coverage on his dishwasher.  Mr. [redacted] elected...

to pick up his
dishwasher from the local warehouse located in [redacted]. 
We
researched Mr. [redacted]’s contacted our service department on three separate
occasions.
·        
On
12/20/14 Mr.
[redacted] contacted us; stating the dishwasher would not turn on and the power
button was flashing.  A service call was scheduled; during the inspection found
three parts needed to be replaced.  The technician ordered the parts on 1/02/15 and all parts
became available on 1/28/15.  On 1/29/15, the technician completed Mr. [redacted]’s repair; the
technician replaced and installed a new striker latch, kit-serv machine control,
and latch tub side.
·        
On
2/18/15 Mr.
[redacted] contacted us; stating the dishwasher would not turn on.  We show Mr.
[redacted] was scheduled for service on 2/25/15; however at his request his appointment was
re-scheduled to 3/02/15.  During the inspection the technician found the top
of Mr. [redacted]’s cabinet was concaved and the door would not latch.  The
technician straightened it out and the door was able to latch properly. 
·        
On
3/03/15 Mr.
[redacted]’s information was submitted over to the manufacturer for a repair review
for a possible exchange; however the manufacturer rejected our claim due to the
unit not meeting the qualifications for an exchange under the terms and
conditions of the manufacturer warranty and to proceed with service.
At
this time Mr. [redacted]’s dishwasher does not meet the qualifications for an
exchange.  Although, we are unable to honor Mr. [redacted]’s request; we will
continue with service.  The technician has ordered the parts needed and once
parts are available we will contact Mr. [redacted] to schedule an appointment to
complete repairs.
If
we may be of further assistance, Mr. [redacted] may contact our Customer Service
Department at [redacted].
King
regards,
 
Kathryn
J[redacted]
Customer
Relations
 
[redacted]

Thank you for the opportunity to respond to Ms. [redacted] concerns regarding account [redacted]3330.  Ms. [redacted] stated she provided a copy of her homeowner’s insurance and would like the insurance credited back on her account.  She stated she would like a price match for the television she...

purchased as it went on sale for Black Friday, and she would like the difference back.  Additionally, Ms. [redacted] stated she needed service on her television and wanted the television exchanged.   According to our records, Ms. [redacted] signed a 36-month retail installment contract on November 11, 2016. She stated she provided proof of insurance and would like the property insurance credited to her account. An insurance credit in the amount of $272.23 was applied to Ms. [redacted] account on November 30, 2016.    Ms. [redacted] also stated she would like a price match on her television as it went on sale for Black Friday.  Conn’s does not offer price match guarantees for our Black Friday or other holiday sales.    On December 17, 2016, Ms. [redacted] contacted us requesting service on her television.  On January 13, 2017, Ms. [redacted] television was approved for an exchange.  On January 17, 2017, Ms. [redacted] exchanged the television.   Conn’s values Ms. [redacted] as a customer and appreciates her for bringing her cocnerns to our attention.

Thank
you for the opportunity to respond **. [redacted]’ concerns regarding account
#[redacted].  **. [redacted] stated she felt
disrespected when receiving a collection call regarding her account.
 
We
have a more than 120 year history of quality customer service and...

satisfaction,
and I would not want anything to impair that record. We take all customer
inquiries seriously and research every complaint.
 
According
to our records and recorded calls, **. [redacted] received a call regarding the
past due balance on her account.
 
The
questions that are asked are used so that we may better assist our customers and
help them bring their accounts current. 
 
We
have placed a cease and desist on the telephone numbers associated with **.
[redacted] accounts.  If she should receive
additional collection calls, we ask that she contact us so we may address the
matter further.
 
We
value **. [redacted] as a customer and appreciate her bringing this matter to our
attention.

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint. After researching Mrs. [redacted]’s complaint we found her issue has been addressed directly with the district manager. We appreciate Mrs. [redacted] for bringing this matter to our attention and we sincerely apologize for any inconvenience she...

experienced during this process. If we may be of further assistance, Mrs. [redacted] may contact Customer Service at 1-877-358-1252.  Kind regards, Dyeisha [redacted]

Thank you for the opportunity to respond to [redacted]
complaint.  Our records show on 11/26/14, [redacted] purchased
a...

[redacted] vacuum with a (limited manufacturer warranty only) and a [redacted]
high-efficiency dryer with a (48-month Repair Service Agreement).  [redacted] elected to pick up her vacuum from our [redacted] location store [redacted] and
elected to have her dryer delivered.
 
We
have researched [redacted] complaint and found she brought her vacuum in for
service on 5/19/15; unfortunately Conn’s does not repair vacuum cleaners under
the manufactures warranty therefore the service order was cancelled on
6/4/15. 
 
In regards to [redacted] dryer our records show Conn’s service
department was contacted on 6/3/15; stating the timer was out and not
drying.  We show [redacted] contacted us
again on 6/6/15 and stated the dryer was now working therefore the service
order was cancelled.
 
[redacted] has been contacted regarding her concerns.  Conn’s as provided [redacted] a copy of her [redacted]
vacuum Owner’s Guide showing her warranty information and the number to contact
for assistance with repairs.  Although
[redacted] stated her dryer was now working, we scheduled a service call to
assess the unit to be sure it’s not an intermitted problem.
 
We sincerely apologize to [redacted] for the experience she had
with her vacuum.  If we may be of further
assistance, [redacted] may contact our Customer Service Department at [redacted].
 
Kind regards,
 
Kathryn J[redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s additional comments.  We attempted to contact Mrs. [redacted] on 12/14/16 to discuss her concerns, but we were unsuccessful.  As mentioned in Mrs. [redacted]’s previous response; Mrs. [redacted] contacted us the day after receiving delivery (10/06/16) stating the wrong base was received.  Mrs. [redacted] said that she was expected to receive an adjustable base with a massage option; however, a regular adjustable base was delivered.  After further review we were able to confirm that Mrs. [redacted] was later contacted by Dawn from her local Conn’s; during the conversation the representative apologized to Mrs. [redacted] for the error and offered an exchange.  Also due to the inconvenience we offered Mrs. [redacted] a $100.00 gift card to use towards the purchase of a new adjustable base; however Mrs. [redacted] declined our offer and stated that the adjustable base she wanted was an additional $600.00.  Again, at this time we are unable to honor Mrs. [redacted] request; Conn’s is willing to exchange her adjustable base and provide a $100.00 gift card she may use towards the purchase of the new adjustable base.  As stated Conn’s has a No Return & Exchange Policy on mattresses and to ensure the transparency this information can also be found on Conn’s website at http://www.conns.com/returns-and-exchange/. Mrs. [redacted]’s mattress qualifies for Sealy 120-Day Comfort Guarantee through the manufacture; Mrs. [redacted] may visit her local Conn’s to re-select a new mattress and schedule delivery.   If we are of further assistance, Mrs. [redacted] may contact our Customer Service Department at 1-877-358-1252.   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.  
[Provide details of why you are not satisfied with this resolution.]
Regards,
12/24/2014- Conns did call me today, demanding a payment, again they continued to demand an incorrect amount and past billing information that is I constituencies with a payment history they sent me. The call today was escalated to a "supervisor" who stated if I  paid them 17.$ it would bring account to current. They also claimed that the [redacted] had sent them notice stating you reviewed my account with them and saw nothing wrong.

Thank
you for the opportunity to respond to [redacted] complaint.  After researching
his concerns we found there was an error when the concession was submitted which
has caused a delay.  The error has been corrected and the concession is
currently processing.  We ask that [redacted]...

[redacted] please allow 7-10 business
days to receive his refund in the amount of $196.00.  We sincerely
apologize to [redacted] for any inconvenience he has experienced during this
process.
 
If we
may be of further assistance, [redacted] may contact our Customer Service
department at [redacted]
 
Kind
regards,
 
 
Jana A[redacted]

Thank you for
the opportunity to respond to Ms. [redacted]’s concerns regarding account
[redacted].  Ms. [redacted] stated she
would not have to pay February’s payment on her account and she would like the
collection calls to stop.
 
According to
our records, Ms....

[redacted] signed a 32-month retail installment contract on
December 13, 2014. Ms. [redacted]
agreed to have the minimum monthly payment due on the 27th of each
month. 
 
Ms.
[redacted]’s a good-will due date change was supposed to be processed due to
a delivery issue. 
 
We have
processed a good-will due date change and removed any negative credit marks
assessed on the account due to the error. 
 
Ms.
[redacted] also stated she would like her furniture repaired.  We do not have record of Ms. [redacted]
requesting service once the items were replaced.  If Ms. [redacted] would like to request
service she may contact us at 855-266-6349 and a technician will inspect the
product to determine service needs. 
 
Although Conn’s
would prefer to keep the lines of communication open, we have placed a cease
communications on the telephone numbers associated with Ms. [redacted]’s
account.
 
Conn’s values Ms.
[redacted] as a customer and sincerely apologizes for any inconvenience she
has experienced due to this matter.

Thank you for the opportunity to respond to Mr. [redacted]’s additional comments. As mentioned in our previous response, no issues were reported at the time of delivery; both units were inspected and tested upon delivery. We have reviewed the photos provided by Mr. [redacted] and the photos taken at the time of delivery for the range and determined that the flames would not have reached the location where the incident occurred. Therefore; we are unable to honor Mr. [redacted]’s request for an exchange. If Mr. [redacted] can provide additional documentation to support his claim, we will re-evaluate his concerns. If we may be of further assistance, Mr. [redacted] may contact our Customer Service Department at 1-877-358-1252.  Kind regards, Dyeisha [redacted]

Thank you for the opportunity to respond to Mr. [redacted]’s concerns regarding account [redacted].  Mr. [redacted] stated he began receiving collection calls when his account became past due.    According to our records, Mr. [redacted] signed a 30-month retail installment contract on March 31,...

2016.  He agreed to have his minimum monthly payment due on the 15th 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 timely. It is normal practice for our company to begin call attempts to assist consumers from falling behind on their account. Mr. [redacted] may pay on-line, in his local Conn's store, by mail, or over the phone if it is more convenient for him, before the due date.  Additionally, if Mr. [redacted]’s pay date has changed, he may benefit from requesting a change of his due date each month. We ask that Mr. [redacted] contact us if he would find this beneficial.   Although, Conn’s would refer to keep the lines of communication open, we have placed a cease communications on the telephone numbers associated with Mr. [redacted]’s account.    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 Mrs. [redacted]’s additional comments. Since our previous response, the technician returned to Mrs. [redacted]’s residence on 11/16/16 and installed a new plate sensor and assembly holder PCB to complete the repairs. The technician reported he tested the washer and unit are functioning up to specifications. Our records show Mrs. [redacted] contacted the service department again on 11/22/16 regarding the same issue and was scheduled to have the unit re-assessed on 12/1/16 however; she refused further service. Therefore, the service order was canceled. Again, at this time Mrs. [redacted]’s washer does not meet the qualifications for an exchange, however; we will continue with any covered repairs. Mrs. [redacted] may contact our service department at 1-855-266-6349 to schedule an appointment at her earliest convenience.  If we may be of further assistance, Mrs. [redacted] may contact us at 1-866-765-1513. Kind regards,Dyeisha [redacted]