Conn's Home Plus

Thank you for the opportunity to respond to [redacted]
complaint.  Our records show on 12/20/10, Mr. [redacted]
purchased a [redacted] refrigerator and a [redacted] double...

oven with a 36-month
Repair Service Agreement on both appliances; our records indicate the 36-month
RSA coverage expired on both appliances as of 12/22/13.  Mrs.
[redacted] also purchased an ** dishwasher with a 24-month Repair Service
Agreement which expired on 4/09/13.  We show
once the RSA coverage expired on all three appliances, Mr. [redacted] purchased
additional warranty coverage through Assurant Advantage.
 
We researched [redacted] complaint and confirmed his
refrigerator and oven has been repaired.  In regards to his dishwasher our
records show the parts were received on 7/31/15.  We scheduled an appointment for 8/3/15; however
Mr. [redacted] informed us that he would be out of town.  The appointment was
rescheduled for 8/10/15
upon request. 
If we may be of further assistance, Mr. [redacted] may contact our
Customer Service department at 1-877-358-1252.
 
Kind regards,
 
 
Jana Andrews










8/13/2015

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 purchased the mattress set no one every told us in person, by phone or in writing that a certain type of bedframe was needed.  You would think this information would have at least come from the guys that delivered and set up the mattress set.  It is not good business practice to all of a sudden tell me about a special bedframe being needed after I contact them to use my warranty.  I have since found and reveiwed my contract,  I do see that we even purchased a bedframe and no where on the contract is stating that a center bar is need to valiadate the warranty.   Conns should realize the ball was drop on their side and honor their warranty.  They should act like a company that value and wants to keep their customers. 
Thanks
[redacted]

Thank you for the opportunity to respond to [redacted] complaint.  We appreciate [redacted] bringing her concerns to our attention.  We spoke with [redacted] and agreed to locate the hardware to complete the installation to her hutch.  We re-delivered and re-installed the...

bottom portion of [redacted] dining buffet and sideboardon December 31, 2015 and confirmed everything was to her satisfaction.  We sincerely apologize for any inconvenience [redacted] has experienced during this process.   Kind regards,Jana A[redacted]

Revdex.com:
This letter is to inform you that Conns Appliance, Inc. has carried out to my satisfaction the resolution it proposed for my complaint, filed on 6/9/2016 and assigned ID [redacted].
Regards,[redacted]

Again,  we are in the process of correcting the accounts.  We are not showing any negative credit marks associated with either account; however, if **. [redacted] has received negative marks due to this matter, we will remove the marks.  **. [redacted] stated he sent the contract back this morning.  Pleas allow 7-10 business days to process the contract as well as remove any applicable insurance on the accounts if he has sent in proof of homeowner's insurance.

Thank you for
the opportunity to respond to [redacted] concerns regarding an account. 
 
[redacted]
account is financed with [redacted]. 
Conn’s does not have access to [redacted] accounts. 
 
[redacted] will
need to contact [redacted] to have...

her concerns addressed further.Thank you,[redacted]

Thank you for the opportunity to respond to Mr. [redacted]s complaint.  Our records show on July 9, 2016, Mr. [redacted] purchased a [redacted] reclining sectional set which consisted of three pieces (sofa, loveseat, and wedge) with a 36-month Furnituregard Plan on all three...

pieces.  Mr. [redacted] was provided a copy of Conn’s Return & Exchange Policy at the time of purchase which states:No Returns/Exchanges on -Furniture, mattresses, décor &accessories unless inspected by a Conn’s Service Technician and found to have a manufacturer’s defect ** Mr.[redacted] elected to have his furniture delivered; which was completed on July 11, 2016.   We researched Mr. [redacted]s complaint and found he contacted us on July 18, 2016regarding the [redacted] reclining sofa and loveseat; stating the stitching was coming loose, the middle console had a gap, the cushions were lower, and the units were broken.  We attempted to schedule Mr. [redacted] for service; however we were unable to locate a provider in Mr. [redacted]s area therefore his sofa and loveseat were submitted for a repair review for a possible exchange.  On July 20, 2016, Mr. [redacted]s exchange was approved under the Terms and Conditions of the manufacturer’s warranty.    On July 27, 2016, Mr. [redacted] contacted us regarding the third sectional piece (the wedge); Mr. [redacted] requested to have the wedge exchanged.  Mr. [redacted] was advised on July 29, 2016, that an exchange was only approved for the sofa and loveseat, because no issue was reported with the wedge.  Therefore, we were unable to honor his request to have the wedge exchanged.  As ofSeptember 8, 2016, we confirmed both pieces the [redacted] sofa and loveseat model numbers ([redacted] and [redacted]) are in stock and available for immediate delivery.    At this time we are unable to honor Mr. [redacted]s request to exchange his wedge.  Mr. [redacted] may visit his nearest Conn’s location to initiate his exchange and schedule delivery.   If we may be of further assistance, Mr. [redacted] may contact our Customer Service Department at1-877-358-1252.     Kind regards,     Jana A[redacted]

Thank you for the
opportunity to respond to Mr. [redacted]’s additional comments.  In our previous response we offer to credit one
monthly payment in the amount of $292.67 and also apply a $50.00 credit to Mrs.
[redacted]’s account.  We asked that Mr.
[redacted] contact us directly if he agreed...

to the terms.  Our records show we were not contacted
regarding the credit prior to 6/23/15. 
Once we received confirmation both credits were applied to Mr. [redacted]’s
account on 6/24/15.
 
We have included a
copy of Mr. [redacted]’s general loan ledger confirming the credit has posted.   
 
 
 
Sincerely,
 
Kathryn J[redacted]

Thank you for the opportunity to respond to [redacted]’ concerns regarding account [redacted].  Ms. [redacted] stated she began receiving collection calls when her account became past due.  She feels she is being harassed.   According to our records, Ms. [redacted] signed a 24-month retail...

installment contract on October 17, 2015.  She agreed to have the minimum monthly payments due on the 17th 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. Ms. [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, if Ms. [redacted]’ pay date has changed, she may benefit from requesting a change of her due date each month. We ask that Ms. [redacted] contact us if she would find this beneficial.    Conn’s respectfully disagrees that it has harassed Ms. [redacted] as we have been unable to reach her regarding the past due balance on her account.    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 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 find that this resolution would be satisfactory to me.  
I have paid off my account. I would like to say that the history of payments attached in the last email was incorrect, and I verified that at the store and against my receipts, but that's besides the point. The amount due matched what I had calculated. I appreciate that this matter was finally taken care of.Sincerely,[redacted]

Thank you for
the opportunity to respond to MS. [redacted]’s concerns regarding her Conn’s
accounts.  Ms. [redacted] stated she
accepted an offer to combine her accounts, but it has not been completed.
According to
our records, Ms. [redacted] accepted the offer to combine her accounts on...

July 3,
2015.  Ms. [redacted] faxed in information needed
to combine the accounts; however, we did not receive the contract at that
time. 
As of
September 24, 2015 Ms. [redacted]’s accounts have been combined. She will receive
the new payment booklet in the mail within 7-10 business days.  Ms. [redacted]’s first payment on her new
account will be due on October 10, 2015 in the amount of $298.89.
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 Mr. [redacted]'s concerns regarding account [redacted].  Mr. [redacted] indicated he purchased an air conditioner that was too large. He stated he wanted to return the unit but Conn’s would not accept the return.  According to our...

records, Mr. [redacted] purchased a 12,000 BTU air conditioner on July 13, 2016. He was given a copy of our return/ exchange policy at the time of purchase. That policy states we have a no return/exchange policy on air conditioners.   Additionally, our return exchange policy is displayed at each desk and on a large sign in the front of the store that can be seen entering and exiting each location. To ensure transparency, our policy can also be found on our website at conns.com.  When Mr. [redacted] returned to the store with the air conditioner, he was informed that we could not return the item. Mr. [redacted] chose to leave the unit at the store location and it was considered abandoned. As a one-time offer and a gesture of goodwill, we have processed the return on the air conditioner and closed the account. We have included a copy of Mr. [redacted]'s payment history as verification that the account has been closed.  Conn’s values Mr. [redacted] as a customer and appreciates him for bringing his concerns to our attention.   Thank you, Cheryle [redacted]

Thank you again for the opportunity to respond to [redacted]'s concerns regarding phone calls received on her account.  As stated in our last response the telephone number in question has been removed from our system. Thank you, [redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint.
Our records show on [redacted], Mrs. [redacted] purchased a Frigidaire refrigerator
with a 24-month Repair Service Agreement Plan and received delivery on [redacted] in good order.
 
We received Mrs. [redacted]’s...

complaint and found she contacted the
service department on four separate occasions dated from [redacted] to [redacted] stating
her refrigerator was over freezing.
·        
On [redacted] Mrs. [redacted]
contacted service stating the refrigerator was not cooling. The technician
found ice on the duct assembly which was not allowing airflow and removed the
ice; checked refrigerator and unit tested ok no parts were required to complete
repairs
·        
On [redacted] Mrs. [redacted]
contacted service stating the unit is over freezing. The technician removed and
reinstalled the Veggie dampers, educated Mrs. [redacted] on Veggie dampers
temperature; tested unit and unit tested ok no parts were required to complete
repairs
·        
On [redacted] Mrs. [redacted]
contacted service stating the refrigerator was freezing her food. The
technician did not find an issue with the unit over freezing however; he did
find the shelves were broken and informed Mrs. [redacted] that the damaged shelves was
not covered by the Repair Service Agreement Plan. Mrs. [redacted] was given an
estimate on the cost of repairs however; she declined service therefore the
order was cancelled.
·        
On [redacted] Mrs. [redacted]
contacted service stating the refrigerator was freezing her food. The
technician replaced the thermostat and tested unit; unit tested ok  
 
As of [redacted]; Mrs. [redacted] has not contacted us regarding any
further issues she is having with her refrigerator since repairs were completed.
At this time Mrs. [redacted]’s refrigerator does not meet the qualifications for an
exchange; the unit has been repaired. If Mrs. [redacted] is in need of service, she
may contact the service department at ###-###-#### to have a technician
re-assess her refrigerator. On 10/15/14, We mailed Mrs. [redacted] a food loss
claim to fill out and submit back to us for processing.
 
If we may be of further assistance, Mrs. [redacted] may contact us at
###-###-####.
 
 
[redacted]

Thank you for the
opportunity to respond to [redacted] complaint. Our records show on [redacted],
[redacted] purchased a ** French Door refrigerator with a 48-month Repair
Service Agreement Plan.
 
We reviewed [redacted]
complaint and found he contacted our service department on [redacted]...

stating his
refrigerator was not cooling or freezing. Our records show on [redacted], Conn’s
agreed to issue an exchange under the Terms and Conditions of the Repair
Service Agreement due to there was a delay receiving the necessary parts to
complete repairs. We no longer have the same refrigerator [redacted] originally
purchased therefore; he was contacted and made aware that we will issue an
in-store credit of $2199.99 (original amount paid) to re-select another
refrigerator that meets his expectations. [redacted] may visit his nearest
Conn’s location to initiate the exchange.
 
We sincerely apologize
for any inconvenience [redacted] experienced as a result of the service delay.
We have also attached a copy of our food loss claim for [redacted] to submit if
any food was loss as a result of the refrigerator malfunctioning. 
 
If we may be of further assistance, Mr. Rolan
may contact Customer Service at [redacted].
Kind regards,
[redacted]










5/15/2015






Complaint

I visited str [redacted] on 4/16/2015 and made a purchase of a washer and dryer set that day. I was asked what day I wanted my merchandise delivered which was 4/19/2015. I was told the service center would call and confirm the delivery for that day 24 hrs in advance. I didn't receive a call that...

Saturday 4/18 so I just figured they would call the morning of the delivery since I didn't receive a call on the day before. I called the store from where I've made the purchase and was told to call the warehouse at [redacted] opt *. I spoke with SEVERAL different representatives [redacted] just to name a few was told something different by everyone regarding my appliances. I spoke with [redacted] and [redacted] whom I was told was the [redacted] over [redacted] guaranteed my hhusband and myself that he would get our merchandise on the delivery truck for 4/20 and and we would be the last delivery around 7:30pm. Because we stress to him we needed a later delivery because we work late hours. My husband left work today at 5pm so he could be here before 7. No one has called us we have called all day only to learn they messed up AGAIN and put our merchandise on a early morning delivery truck and no one is home everyone is at work or school. I called the [redacted] department again only to be given the run around all over again going into day two of this foolishness and it's 830pm cst. And I still haven't received my merchandise nor not one phone call from ANYONE regarding this matter







Consumer Business Dialog

Thank you for
the opportunity to respond to Mr. [redacted]’s concerns regarding account
[redacted].  Mr. [redacted] stated he had
an issue with a double posted payment which caused him to lose his “cash-option”
and cause his checking account to overdraft. 
According to
our...

records, Mr. [redacted] submitted a payment on September 20, 2015 through
our webpay system.  Due to a system
error, the payment was processed again on September 21, 2015.  The duplicate payment was reversed and the
items were corrected. 
We are in the
process of reinstating Mr. [redacted]’s “cash-option’, and reversing the late
fee assessed on the account; however, Mr. [redacted] will need to fax over a full
running bank statement before we will be able to reimburse any NSF fees
assessed by his financial institution. 
Once we receive the full running bank statement, we will be glad to
research the matter further. 
We value Mr.
[redacted] as a customer and sincerely apologize for any inconvenience he may
have experienced due to this matter.  As
of November 12, 2015, Mr, [redacted] has not had any negative credit marks
assessed on the account. Thank you,Cheryle S[redacted]

Thank you for
the opportunity to respond to Mr. [redacted]’s concerns regarding collection calls
he has received. 
 
We have found
that Mr. [redacted]’s telephone number was linked to a Conn’s account in
error.  We have placed a cease and desist
on the telephone number...

provided by Mr. [redacted].  We ask that Mr. [redacted] please allow up to 24
hours for the cease and desist to update.
 
If Mr. [redacted]
receives any additional calls after the 24 hours, we ask that he contact us
directly so we may address the matter further.
 
We appreciate
Mr. [redacted] for bringing his concerns to our attention and sincerely apologize
for any inconvenience he has experienced due to this matter. 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.  
Again, the cash option should not be the original cost of merchandise including what was cancelled. It should be based on what I actually purchased. 
Regards,

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  The gift card is a fair offer.  I never got any phone call requesting delivery confirmation and offered to show them my phone.  When someone makes it crystal clear that a delivery is expected next day maybe conns needs to step outside their outdated delivery protocol

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  Its been a on going problem and No yall didnt try to reschedule. Yall did leave a message on my voicemail stating, Service guy had to cancel on the same day. Yall stated I would have to make another appointment.. Yall didnt try to reschedule. I had to do it.. Its been more than enough time to get the problem fix, here it is 12/18/14 and still no repairs still no parts have arrived. This matter has not been handle by Conn's in a timely manner as I was told it would be. Yall service department have been telling me my parts will be here 2 wks ago. Im not happy with yall products or service at all. I as a consumer pay high dollars for the furniture. This is not what I expect of it. I still ask to be refund or Conn's can credit me on it.. As I stated I bought extra insurance just cause of this..It is embarrassing to have family or friends come over and know what I paid for Conn's Furniture and look all messed up.. That is not high quality.. Also yall dont seem to care a bit about how long it takes or even give a call to give me a update on it.. Not happy and dont want to continue to pay on junk and thats how I feel about it. If my furniture I bought from yall messed up in less than 6 months, I can just imagine what it would look like in 2yrs. I no longer want it fix.. Conn's have had enough time to do so.. I want it sent back and credit... Not my fault yall didnt meet yall agreement on it.. Poor quality at a high cost doesnt rub me right. Thank You.