Conn's Home Plus

Revdex.com:
This letter is to inform you that Conn's has carried out to my satisfaction the resolution it proposed for my complaint, filed on 12/9/2014 2:52:16 PM and assigned ID [redacted].
Regards,
Yes the issue has been resolved to my satisfaction and I am closing this complaint. Thank you for your valuable assistance.

Again my couch cushions are sinking. Yes it was repaired and STILL sinking. I want this fixed or a refund. I am prepared to go to the media with my complaint. It very sad that this company is treating me this way. Definitely never shopping you again.

Thank you for the opportunity to respond to Mr. [redacted] concerns regarding accounts [redacted] and [redacted].  Mr. [redacted] stated he signed a new contract.  The contract was supposed to have the balance from his previous account added on, but it does not. He would like the old account...

closed.   According to our records, Mr. [redacted] signed a 32-month retail installment contract on July 2, 2016.  That contract created account [redacted] and was supposed to include the balance from account [redacted].  Due to an error, the balance from account [redacted] was not added.  We are in the process of correcting the error.  Mr. [redacted] will receive a new contract via email to the email address he provided.  Once Mr. [redacted] signs the new contract, we will be able to combine the accounts, remove any negative credit marks that were assessed on the account due to the error.    Conn’s values Mr. [redacted] as a customer and 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]’ concerns regarding a Conn’s credit application.  Mr. [redacted] stated he would like his credit application approved.    According to our records, Mr. [redacted] submitted a credit application through conns.com.  The application is...

currently on hold pending additional information.  Mr. [redacted] may contact our customer service department to find out what additional information is needed to complete the credit application process.    Conn’s values Mr. [redacted] and appreciates him for bringing his 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.  
[Provide details of why you are not satisfied with this resolution.]
Regards,
  I'm sorry to inform them if they think I'm paying even a penny for an item they now have then they'll still be waiting long after I'm gone. I'm not paying for something I don't have. I knew I wasn't the only one being conned and after reading literally thousands of bad reviews on the Revdex.com website as well as Yelp and others, I just want to know one thing. How can you look you children in the eyes knowing how bad you've conned fellow American citizens? The best thing conn's can do for America is disappear. Its sad that I can go to Aaron's and get the same tv a week after I saw conn's wasn't going to hold up their end of the deal and the tv from Aaron's still works.

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 would hope that someone - anyone- could come to the understanding that if any of Conn’s rationale or "evidence " had come to fruition or made sense then I would OBVIOUSLY not be wasting my time, especially around the holi[redacted]s when I am Permanently Disabled on this.  They are not an honest company and how convenient that they claim to have "closed my account" but I get calls and mailings from them constantly.  If this needs then be an issue of discrimination based on disability and or s duality then that is fine.  It's a waste of people's time and money, not ours, to be rude and difficult and NOT DO THEIR JOB.  I have absolutely NO PROBLEM standing up for myself and my family if we are being taken advantage of and treated rudely which is exactly what has been happening.  I will also go to the news if needed.  I am grateful for the Revdex.com because it does sure bring True Colors to the table and I WILL NOT APOLOGIZE for my disability.   SHAME ON YOU AND EVERYONE who treats disabled folks like myself and their families the way that Conn’s has treated us.  Again. I have always said that we have no problem doing our part as a customer as long as the business, Conn’s, does their part. WHICH THEY HAVE NEVER DONE.  The news is very quick at spreading the Good Word.   Happy New Year.  [redacted]
Regards,

CASE ID: [redacted]
On March 20, 2015 you provided the following information:
Thank
you for the opportunity to respond to Mrs. [redacted]’s additional
comments. We verified with our Accounting Department that Mrs.
[redacted]’s check was processed however; there was an error made when
entering her mailing address. We attempted to contact Mrs. [redacted] to
verify her mailing address but was unsuccessful and left a voice message
to return our call.
 
We will process another check request and mail it via [redacted] to expedite the process. We show Mrs. [redacted]’s current address is:
[redacted]. [redacted]. *
[redacted], [redacted].
 
We sincerely apologize for any inconvenience Mrs. [redacted] experienced as a result of delay.
  
If we may be of further assistance. Mrs. [redacted] may contact customer service at 1-877-358-1252.
   
Kind regards,
Dyeisha [redacted]
Customer Relations
1-866-765-1513

Thank you for the opportunity to respond to [redacted] complaint.  Our records show on 3/04/15,
...

[redacted] purchased a [redacted] 70” [redacted] with a (49-month
Repair Service Agreement w/Accidental Damage).  [redacted] signed
invoice indicates at the time of purchase she acknowledged she was provided
a copy of the RSA & ACCIDENTAL DAMAGE brochure and that she understood
the coverage associated with the product.  [redacted] elected to pick
up her [redacted] TV from the local warehouse located in [redacted].
After researching [redacted] complaint we found she
contacted our service department on 4/13/15 (39-days) after picking up her television from the
warehouse; stating the unit turns off and on randomly.  A service call
was scheduled for 4/15/15; during the inspection the technician found
motherboard needed to be replaced.  [redacted] contacted our service
department after her service inspection was completed and voiced her
dissatisfaction and requested to have her unit exchanged; [redacted] was
informed under the Terms and Conditions of the RSA coverage.  The
technician ordered the main board and on 4/24/15 the part became available.  We contacted [redacted] on 4/27/15 to schedule an appointment to install the new main
board, but we were unsuccessful in our attempts.  [redacted] may
contact our service department at [redacted] to schedule an appointment that is
convenient for her. 
      
If we may be of further assistance, [redacted] may
contact our Customer Service Department at [redacted].
 
   
 



 
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.  As stated in my dozen phone calls and letters, and my initial complaint, we specifically asked if this washer would water hammer at the [redacted]e pf purchase, and were told that NO it would not, that the manufacturer has taken care of that issue. That is the ONLY reason we purchased this machine! Otherwise we were looking at the older style washers. We feel that we were told this in order to get us to purchase a more expensive machine. Had we been told that honestly the washer DOES water hammer, we would NOT have purchased it! By offering to keep it and have the issue fixed, it would have saved Conn's a return, and therefore they would have made more money. You would think they would be more than happy to fix the problem. But we will NOT pay any fees incurred in a return, since it is the stores fault for LYING to us about this machines performance. If they do not fix the issue or accept the Washer/Dryer (since it is a matching set) back WITHOUT incurring ANY fees on our part, then this complaint will NOT be resolved.
Regards,
[redacted] & [redacted]

Thank
you for the opportunity to respond to Mrs. [redacted]’s complaint. Our records show
on 2/8/15, Mrs. [redacted] purchased the [redacted] living room furniture which
consists of four pieces (left reclining loveseat, armless chair, right
reclining sofa and wedge) and elected to purchase a 48-month...

FurnitureGard Plan
on all pieces. Mrs. [redacted]’s furniture was delivered and received in good order
on 2/10/15.
 
We
reviewed Mrs. [redacted]’s complaint and found she contacted our service department
on 10/1/15 stating feathers are coming out all furniture pieces, the loveseat
and recliner is making noise and all furniture pieces are not aligning and
attaching. A service appointment was scheduled for 10/14/15; during the
inspection the serviceman found the recliner sofa in separate pieces and was
able to attach the unit together for repairs; no issue was found with the
mechanism or motor. The serviceman also found the loose bolts in the back frame
of the armless chair and tighten the bolts and properly connected the back
support. The serviceman did notate feathers protruding from the furniture
however; this is a normal occurrence with this style of furniture as fiber
migrations are not covered under the Terms and Conditions of the manufacturer’s
warranty or the FurnitureGard Plan. In the mean time, Mrs. [redacted] may brush
away the feathers as they will begin to cease protruding from the furniture
overtime.  
 
At
this time we are unable to honor Mrs. [redacted]’s request for a refund; Conn’s has
a No Return or Exchange on all furniture unless inspected and found to have a
manufacturer’s defect. Based on the serviceman’s report no defects were found
with the craftsmanship of the furniture and only minor repairs were rendered.
 
We
have included a copy of the serviceman’s finding with our response.
 
If we may be of further assistance, Mrs. [redacted] may contact Customer
Service at 1-877-358-1252.
 
Kind regards,
 
Dyeisha [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 responder obviously did not read the case in its entirety nor did they read all of the tickets in our name with their customer service system. The reason we did not return the service repair calls is because we were lied to regarding the service repair date and time and we were constantly being shuffled around the other departments and warehouses working on a replacement as asking a customer to wait another week (after the almost month of dealing with this company) on a repair was not acceptable and we needed someone else to work with us. All of this is noted in the tickets opened under our names.The story has since developed since I last reported the complaint. After speaking to four additional customer service reps and a warehouse manager, an employee named Glen stated that he would have a replacement dresser out to us the next day and agreed that this is what should've been done from the very beginning rather than all of the departments passing us around with no resolution or claim of responsibility. The next day we were promised a 2:15-5:15 delivery time frame and the delivery team did not show up until 6:45. Once the delivered the dresser upstairs, the noticed the entire top of the dresser was scratched and attempted to convince my husband to keep it with a 10% discount. They colored in the scratches with a brown sharpie - I have photographs - and expected this to be okay. Once my husband told them this was not acceptable, they then took a look at the original damaged dresser to see if they could switch drawers with the second dresser. Upon completely removing the original dresser from the box (which we had not done yet upon seeing drawer damage) the delivery team noted that the entire back paneling was damaged.My husband was then told a third dresser would be delivered on Tuesday, July 12th and that the delivery team would call by 7:30 Monday, July 11th (today) with a time frame. That has not happened. I expect a phone call from someone in your company that is not with the customer service department. Please do not ask me to call your 1-877 number again as My mother and I have spoken with countless representatives who pass us along to another queue with no resolution or assistance. 
[Provide details of why you are not satisfied with this resolution.]
Regards,

Thank you for the opportunity to
respond to Mr. [redacted]’s complaint.  Our records show on 5/09/15,
Mr. [redacted] purchased a Samsung 75” 4K Ultra HD Smart TV with a (37-month Repair
Service...

Agreement).  Mr. [redacted] elected to pick up his television from our
Port Arthur, TX location store 005; Mr. [redacted] signed his invoice acknowledging
his TV was received in good order.
 
After researching Mr. [redacted]’s
complaint we found after he made his purchase on 5/09/15 he received a 10% off promotional offer to use towards his next
purchase.  Mr. [redacted] went into his local Conn’s in attempts to use his
promotional offer to receive a Price Guarantee on his previous purchase. 
Mr. [redacted] was informed that Conn’s Price Guarantee excludes promotional offers;
however he could use his promotional offer towards a new purchase.  After
reviewing his purchase we confirmed the price of his television has not changed
since the time of purchase.  At this time we are unable to honor Mr.
[redacted]’s request to credit his account.
 
If we may be of further assistance,
Mr. [redacted] may contact our Customer Service at 1-877-358-1252.
 
Kind regards,
 
 
Jana [redacted]

Our records show [redacted] service
appointment was rescheduled from [redacted] to [redacted] due to unforeseen circumstances.  Upon inspection on [redacted] and the serviceman
report indicates the outside back material was caught in the mechanism causing
a tear. Therefore, a part request was submitted to the manufacture for a new
mechanism and outside back cover.
 
We attempted to contact [redacted] to discuss
her concerns.  However, we were unable to
reach her at that time.  As a goodwill
gesture Conn’s has agreed to exchange the sofa that is currently available.  [redacted] will need to contact her
nearest Conn’s location to schedule delivery.
 
Kind regards,
 
[redacted]

Thank
you for the opportunity to response to Mr. [redacted]’s complaint. We apologize for
any inconvenience Mrs. [redacted] experienced during this process. After
researching Mr....

[redacted]’s complaint, we show he was approved for Conn’s 12-month
Special Financing offer with a qualifying purchase. Mr. [redacted] may
take advantage of Conn’s Low Price Guarantee if he is able to provide the
advertisement from the competitor and his purchase qualifies under the
guidelines. Conn’s Low Price Guarantee states:
Low Price Guarantee: Conn’s promises for
30 days from the date of purchase that our product prices are the best in town.
If you purchase a product from Conn’s, then ?nd a lower price on the identical
item in stock and available for immediate delivery from an established merchant
(excluding warehouse clubs and internet competitors), simply bring us the advertisement showing the exact model number, price
and proof that it is in stock and available for immediate delivery. Conn’s
will match that price plus give you 10% of the difference. This product price
guarantee, where applicable, will apply to the amount shown on the invoice for
the specific product only (excluding all delivery/installation, warranty or any
other charges that may be related to such product) when you bring us proof from
an established merchant presenting this information. Exclusions from this guarantee include computers and computer
equipment, camcorders, digital cameras, video game peripherals consoles and
handhelds, ?oor samples, “limited to stock on hand,” a product’s price if utilizing a Conn’s special ?nancing offer,
competitors’ ?nancing offers, free offers, manufacturer rebates, instant
rebates, in-store rebates, giveaways and clearance/close-out/retail liquidation.
Although
we are unable to honor Mr. [redacted]’s request; Conn’s will match competitors
pricing when the requirements are meet under the Low Price Guarantee Policy.
Mr. [redacted] may locate Conn’s Low Price Guarantee Policy by visiting [redacted] for details.
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 Ms. [redacted] concerns regarding accounts
[redacted], [redacted] and [redacted].  Ms.
[redacted] stated she took out a loan to pay off her accounts, but they remained
opened. 
 
According to
our records, Ms. [redacted] called...

our automated system on April 3, 2015 and
received payoff quotes on each account. 
On April 7, 2015, she went to her local Conn’s store and received a
different payoff other than what the automated system gave her. 
 
We will honor
Ms. [redacted] request to close the accounts and remove the any negative
credit marks assessed due to this matter. 
Ms. [redacted] will receive close-out letters in the mail within 30
business day of the accounts closing.  We
ask that Ms. [redacted] please allow the credit bureaus 30-60 days to update
their records. 
 
Conn’s values Ms.
[redacted] as a customer and sincerely apologizes for any inconvenience she has
experienced due to this matter. Thank you,Cheryle [redacted]

Thank you for the opportunity to respond to **.
[redacted] concerns regarding a credit inquiry. [redacted] stated she has a credit inquiry on her
credit reports from Conn’s, but she did not authorize the credit check. 
According to our records, [redacted] opened a
31-month...

retail installment contract on May 15, 2015.  In order to open the account, a credit check
is processed to determine the credit limit and financing
terms.
We are obligated to report factual information to the
credit bureaus; therefore, we are unable to remove the credit inquiry.
We have attached a copy of [redacted] signed retail
installment contract for her records.  Thank you,
Cheryle S[redacted]

Revdex.com:
This letter is to inform you that Conn's has carried out to my satisfaction the resolution it proposed for my complaint, filed on 11/13/2014 12:21:43 PM and assigned ID [redacted]
Regards,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. we were told by assistant manager [redacted], that a refund could not be processed in the store and that he would have to send an email to the corporate office requesting a refund and that within 7 to 10 days they would send us a check.we are willing to make one more attempt to get our refund in the store but we do not believe that they will honor it. If they could have processed a refund to our [redacted] in the store why didn't they do that a month ago when we first requested it? if we are not satisfied with the outcome of our attempt to get our refund in the store we will file another complaint.  additionally we find it an inconvenience to be expected to return to the store, wait around for them to find the manager, if he's in, and then put up with their excuses and false apologies while they dilly dally processing our refund. we don't actually find the solution very acceptable because it is a waste of our time and energy and resources but if this is all the store can manage we will make one more attempt.
 
 
[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.]
In my numerous conversations with management at Conns, Jancee S[redacted] District Manager, I was told that I was covered for replacement.  Never is "repair" mentioned (see attached email from her below):=========================================================================...⇄ S[redacted] Mar 16 at 5:06 PMTo[redacted]Message body[redacted]I'm sorry to hear we haven't started your property claim process. The form we emailed to you last week is the form you need fill out to get things going. I noticed you had the service department out. They are not the department that will be able to assist you. You will need to work with our insurance department. Insurance Fax Number: [redacted]Insurance Email: [redacted]Customers may contact the Conn’s Insurance Department at [redacted]You are fully covered under our property coverage for theft, fire and flood. The process does take 2-3 weeks.  Once you fill out the forms and send in the proper information they can get the process started. In the mean time you will need to keep your account current and up to date. I am out of the office until Friday but I wanted to make sure you knew I saw your email. If you'd like I can call you then. Again I apologize for any miscommunication and I know the waiting is not ideal but I am very glad you are covered so you don't have to spend any money out of pocket on a new set. Thank you,Jancee======================================================================...⇄ /> [redacted] also told me that I should not have had to go this route in getting a technician sent, and that I had gone to the wrong department.  Everyone kept telling me I was in the wrong department.  Here I am entering my 5th week of trying to get this matter resolved, and no where even close.I called the [redacted] and explained to the woman who answered my issue and she transferred me to Customer Service.  Customer Service said that I needed to speak  with the Insurance Dept., the Insurance Dept. then said I needed to speak with someone in Service Warranty, Service Warranty said I needed to speak to Property Claim Damage, Property Claim Damage Dept, said I needed to speak with Fire, Theft and Floods dept, Fire, Theft and Floods department said I needed to speak to Risk Management.  I have also called several different Conns stores inquiring about how their property insurance works.  They have all said the same thing - I am covered for replacement.  Never once is the word "repair" used.  So they are telling the consumers one thing, and once a claim is filed, it's a totally different story.   The technician that came to my apartment said that his only job was to come to the apartment and take pictures. He specified that he was not making a report, it was up to his boss to determine.  I asked the technician what he thought he would do if these units were his.  He said "he would get rid of them, they're not safe".   Need I say more?  I would not feel safe in getting these repaired.  These are only 15 months old.....and I shouldn't have to worry about such things.  The Maintenance Supervisor for my apartment building said that there is no way there was lint build up.   In fact, the technician said that the dryer was clean, and in his experience, he has seen lots of dryer that are filled with lent and can't understand how they didn't catch fire.  When I heard about the report, I called the technician because I had his number when he called to confirm coming to see the units.  The report indicates it was his theory that the fire started from the wall (which was opposite of where the dryer is located).  I asked how he felt the fire came from the wall, when the dryer was on, and it would be the dryer to cause the heat.....how could he assume the fire started from the wall".  His response was "hmmm, that's a good one, I didn't think of that".   Seriously?The amount of time and effort it has taken me to work on this claim is unfathomable.  My stress levels are at a ridiculous amount.   I've had to take time away from work, I've had to take numerous  lengthy conversations during work all with no resolve.  I'm not asking for anything that wasn't quoted to me when I purchased the insurance - which was replacement of the units in case of fire, theft, flood.   The bottom line is that the dryer caught fire - which cause both units to become inoperable. They are now considered a hazard.  If I'm fully covered as the email from [redacted] indicates, what more needs to be said.I want either full replacement or all of the money I have spent on these units that I'm still paying for.   
 











3/28/2016






Complaint

This company misleads you into thinking that they are offering a "PAYOFF" for you account. Just last month I "Paid OFF" the "PAY OFF" amount on my account. Thinking that this was an actual pay off close account never to deal with CONNs again. On 2/24/2016 I paid and then called customer service to...

confirm that my payment showed in the system. I also advised the agent that I "PAID OFF" my balance and would like to know that I would be getting a closed account letter in the mail. The agent verified and stated yes she had seen my payment and that I would get a "PAY OFF" letter in the mail to confirm the closed account. She never once mentioned anything else on that call nothing.. about a remaining balance or to even go over my account!! Today I went onsite because I have yet to receive my pay off confirmation letter and seen there was still a balance left scheduled to be paid Jan 14, 2017!?? WHAT IN THE WORLD HAPPENED? IF THE ACCOUNT SAYS PAY OFF IM TAKING THAT AS PAY OFF TO CLOSE AND be DONE WITH MY ACCOUNT.. Why would you set up something like that and then show a balance after the PAY OFF was paid?? FRAUD FRAUD FRAUD!!! I will be also submitting a complaint to the Attorneys General office as well. I want an explanation. The agent confirmed MY PAY OFF. I WANT CONNS TO HONOR MY PAY OFF AND CLOSE MY ACCOUNT!







Desired Resolution

FIX IT! CLOSE IT! MY ACCOUNT IS PAID OFF. .. SEND ME MY PAY OFF LETTER!

Consumer Business Dialog

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to the concerns you have regarding account(s) [redacted]. We have a more than 120-year history of quality customer service and satisfaction, and I would not want anything to impair that record. Our contact information is located...

on Mr. [redacted]’s retail installment contract or promissory note and security agreement, invoice, coupon book, and welcome letter. As a reminder, he may contact Conn’s regarding questions about his purchase by calling our Customer Service Helpdesk at 1-877-358-1252, or on-line at www.conns.com.   Mr. [redacted] stated in his complaint that: he had automatic payments scheduled on is account; he contacted customer service to see if the payment had posted; he was informed we are using a new payment system; at the direction of customer service, he scheduled another payment not knowing if the original payment posted; both payments posted so he placed a stop payment on one of the payments through is financial institution; Conn’s charged him a $30 NSF fee for placing a stop payment on one of the debits; and he would like the $30 NSF fee reversed.  Our investigation reveals that: Mr. [redacted] had automatic payments scheduled on is account; he contracted customer service to see if the payment had posted; he was informed that we were using a new payment system; we were unable to see the scheduled payment so Mr. [redacted] was instructed to schedule the payment; both payments posted to Mr. [redacted]’s account and he placed a stop payment on one of the payments through his financial institution; a $30 NSF fee was assessed on the account; and the $30 NSF fee has been reversed.  According to our records, Mr. [redacted] scheduled a payment in the amount of $386.49 to post to his account on April 20, 2017.  He scheduled an additional payment in the amount of $386.49 to post to the account on April 25, 2017.  Mr. [redacted] placed a stop payment through his financial institution for the payment that posted on April 25, 2017.  A $30 NSF fee was assessed on the account due to the stop payment.  On June 8, 2017 that fee was reversed.  We have included a copy of Mr. [redacted]’s payment history as verification that the NSF fee was reversed.   Conn’s values Mr. [redacted] as a customer and apologizes for any inconvenience he experienced due to this matter.