Conn's Home Plus

Thank you for
the opportunity to respond to Mrs. [redacted]’s concerns regarding account
#[redacted].  Mrs. [redacted] stated she
provided proof of home owner’s insurance, but she has not received credit for
the property insurance on her account.
According to
our records, Mrs....

[redacted] received an insurance credit in the amount of
$402.76 on March 12, 2015.  We have attached
a copy of Mrs. [redacted]’s loan ledger as proof of the credit.
We value Mrs. [redacted] as a customer and
appreciate her bringing her concerns to our attention.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.  
[Provide details of why you are not satisfied with this resolution.]
Regards,
I have I have contacted my local store where I made my purchase within 72 hours of my purchase to get a replacement or anything else they was to offer the local store manager and a sales associate told me I was unable to do so in the contract it states I have 72 hours to return merchandise if something was wrong with it this effective or whatever within 72 hours without having to pay a restocking fee of 15% but yet again I went ahead and did a service for the laptop after consulate calling the customer service line I took it into my local store they shipped it out and I received my laptop back with new software installed on it but same day I received it was having similar issues with the computer contact my local store again and was informed that to get another service on my laptop I will have to pay $50 to get it serviced again within one year a lady from the service center called and asked me if I had any complaints I told her of the issues before I had took it into the store but she did not let me be aware of those that I had to pay a $50 service fee to get it serviced about paying the insurance on the merchandise that giving service would be free but they informed me at my local store you only get one free service per year on each product

Thank you
again for the opportunity to respond to **. [redacted]’s concerns regarding his
accounts.
 
**. [redacted]
signed a 30-month retail installment contract on January 23, 2014.  This contract included property insurance and
our Retail Service agreement. 
 
On May 22,
2014 **. [redacted] replaced the television due to damages that were covered by the
RSA agreement.  This replacement fulfilled
the terms of the RSA agreement.  The
second retail installment contract reflects the credit amount of $1416.98.  **. [redacted] received this credit amount for the
value of the damaged TV. 
 
**. [redacted]
received the credit for the television on the second contract; therefore, the
amount is still owed on the first contract. 
The RSA agreement is what allowed **. [redacted] the option to exchange the
television due to the damages and the amount for the RSA is also still owed on the
first account. 
 
**. [redacted] has
not been charged double for the television. 
The RSA agreement has been fulfilled on the first contract; therefore,
he was given the option to purchase the RSA to cover the new television. 
 
**. [redacted] may
opt out of the property insurance by providing a copy of his homeowner’s or renter’s
insurance declaration page.  **. [redacted]
may submit proof of insurance to [redacted].  We ask that he note the account number on the
fax for a faster response time. 
 
We have attached copies of
both contracts for **. [redacted]’s records. 
If **. [redacted] has any additional questions he may contact us directly.Thank you,[redacted]Credit Helpdesk SpecialistConn's Inc.[redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint. Our records show on 7/30/16, Mrs. [redacted] invoice was cancelled and no account has been created under a Conn’s Installment contract. We have attached documents showing each item purchased was cancelled and a total refund of...

$3014.61 was submitted. 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]Customer Relations

[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 heater on unit is working,  I did not use the A/C yet due of cold weather.

Thank you for the
opportunity to respond to Mrs. [redacted]’s complaint. Our records show on 10/28/13;
Mrs. [redacted] purchased a [redacted] refrigerator with a 24-month Repair Service
Agreement Plan and financed her purchase through RAC Acceptance.
We received Mrs.
[redacted]’s complaint and...

found she contacted our service department on 12/09/14
stating the icemakers container broke on her refrigerator. A service
appointment was scheduled for 12/18/14; during inspection the technician found
parts were needed for repair. Our records show there was a delay receiving the correct
parts due to the model number was entered incorrectly on the service order when
the service call was initially set-up. The error has been corrected and we have
ordered the correct parts needed to repair Mrs. [redacted]’s refrigerator. Once we
receive the parts Mrs. [redacted] will be contacted to schedule a repair date.
As a gesture of
goodwill Conn’s will send Mrs. [redacted] a $50 check in the mail; please allow 7-10
business days. We sincerely apologize for any inconvenience Mrs. [redacted]
experienced as a result of the delay.
If we may be of
further assistance, Mrs. [redacted] may contact us at [redacted].
 
Sincerely,
 
Dyeisha W[redacted]

Thank you for
the opportunity to respond to Mrs. [redacted]’s concerns regarding account
#122284760.  Mrs. [redacted] stated she was
offered to pay a settlement amount on the account in the amount of $141.24 and
the account would close.  Mrs. [redacted]
is requesting a letter stating...

the account is closed.
 
The account
has closed and a close-out letter is in the process of being mailed to Mrs.
[redacted].  We have included a copy of her
payment history for her records showing that the account is now at a zero
balance. 
 
Please note, when
an account is closed with a settlement amount it can take up to 30 business
days for the account to process and close and an additional 10-14 business days
for the close-out letter to be mailed to the customer. 
 
We value Mrs.
[redacted] as a customer and appreciate her brining her concerns to our
attention.  Thank you,Cheryle [redacted]

Thank you for the opportunity to respond to Mr. [redacted]’
complaint. Our records show Mr. [redacted] purchased a living room group with
manufacturer’s warranty on 6/17/15. At the time of delivery all of the pieces
were not available.  Mr. [redacted] agreed to
take the floor models as oppose to waiting...

for the product to restock. The
floor models were delivered.
Mrs. [redacted] has been contacted regarding their
concerns and we have agreed to discount the floor model set that was received
and refund the delivery charge.  We sincerely
apologize to Mr. and Mrs. [redacted] for the experience that have had regarding their
recent purchase with us. 
 
If we may be of further assistance please contact us
at [redacted].
 
Kind regards,
 
Kathryn [redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’ additional comments. As mentioned in our previous response, Mrs. [redacted]’ relocated to an area where Conn’s does not currently service. Mrs. [redacted] washer and dryer is covered under the terms and conditions of the manufacturer’s warranty therefore; the manufacturer was contacted for further repair needs.We are happy to hear that Mrs. [redacted]’ dryer has been successfully repaired. Again, we sincerely apologize for any inconvenience Mrs. [redacted] experienced during this process. If we may be of further assistance, Mrs. [redacted] may contact us at1-866-765-1513. Kind regards, Dyeisha [redacted]

Revdex.com:
TThe company ended up making me take a lesser product in order to receive items.  Then also tried to make me pay delivery char**s until I agreed to buy end tables. This company is a bait and switch company.  
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,

Thank you for the opportunity to respond to Mr. [redacted]’s concerns regarding account [redacted].  Mr. [redacted] stated he overpaid his account and wants his refund expedited.    According to our records, Mr. [redacted] made a payment in the amount of $10,005.00 on December 12, 2016.  This...

overpaid his account by $3,729.22.  When an account has been overpaid, it takes approximately 30 business days for the refund to be generated.   On January 6, 2017, Mr. [redacted]’s refund was approved and the check was mailed to the address on file on January 9, 2017.  If Mr. [redacted] has not received his refund check he may contact our customer service department so we may track the check.   Conn’s values Mr. [redacted] as a customer and appreciates him for bringing his concerns to our attention.   Thank you, Cheryle [redacted]

[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 I am willing to accept the credit of $50 but in the future would like Conn's to be better at repairing the issue instead of just sending the unit back in a condition that cannot be used. I did not buy it in that condition and while under warranty should not have it in a non working order.

Thank you for the opportunity to respond to Mr. [redacted]’ complaint.  We researched Mr. [redacted]’ complaint and found his issue has been addressed and resolved.  Our records show on 7/17/15, Mr. [redacted] returned his [redacted] 8,000 BTU portable ac unit with the required 15%...

restocking fee.  We sincerely apologize to Mr. [redacted] for any inconvenience he experienced during this process. If we may be of further assistance, Mr. [redacted] may contact our Customer Service department at 1-877-358-1252. Kind regards,  Jana [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 the Response made by this business to resolve this complaint because I read the promotion letter and it did not list any item in the store as an exclusion from the 10% discount .The Promotion code is listed on both invoices and not honored on the second because of the Price reduction which is unfair trade. I will honor the contract that I have with Conn's but will discontinue to do business with a company that will not honor the advertisement that they send out to the public
Regards,

Thank you for the opportunity to respond to Mrs.
[redacted]’s concerns regarding account #[redacted].  Mrs.
[redacted] stated she faxed over her paperwork for a refinance; however, it has
not been processed.
According to our records, Mrs. [redacted] did fax over
the required paperwork...

in December 2014 to have her account refinanced, unfortunately
the bottom part of the contract was cut off and we were not able to process the
refinance.
Mrs. [redacted] faxed over the refinance contract again
on January 10,
2015; however, the declaration page she submitted with her paperwork has
expired. 
We will need an updated copy of Mrs. [redacted]’s
homeowner’s or renter’s insurance to proceed with the refinance request.
We value Mrs. [redacted] as a customer and appreciate
her bringing her concerns to our attention. Thank you,Cheryle S[redacted]

Thank you again for the opportunity to respond to Ms. [redacted]'s concerns regarding her account.  We are unable to process a return on the product as she is outside our return exchange policy.  Although Ms. [redacted]'s account is not interest free, her minimum monthly payment due has not changed.Again, Conn's values Ms. [redacted] as a customer and appreciates her for bringing her concerns to our attention.

Thank you for the opportunity to respond to Mrs. [redacted] complaint. After further researching Mrs. [redacted] complaint we found there was a sales error regarding the dryer she received. We confirmed with the store manager that Mrs. [redacted] dropped both the washer and dryer at the store location...

in good order. Due to the error, Conn’s has agreed to return both units and process the credit to her account. Our records show as of 8/18/16, a credit of $1223.17 (both units and warranty) has been applied to Mrs. [redacted] account 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 us at 1-866-765-1513 Kind regards, Dyeisha [redacted]Customer Relations

Thank
you for the opportunity to respond to Mrs. 
Reaves-Bey’s
Synchrony Dispute which was received on 9/14/15; listing her complaint was
regarding service quality.  Our records
show on 7/02/15, Mrs. Reaves-Bey purchased a LG French door refrigerator and
elected to purchase a...

24-month Repair Service Agreement totaling
$2,190.87.  Mrs. Reaves-Bey’s signed
invoice indicates at the time of purchase she acknowledged she was provided a
copy of the Repair Service Agreement brochure and that she understood the coverage
associated with the product; Mrs. Reaves-Bey also signed acknowledging she
received a copy of Conn’s Return & Exchange Policy which states: A consumer have 30-days from the date of
purchase to return or exchange (electronics and appliances) with the required
15% restocking fee.  Mrs. Reaves-Bey
elected to have her refrigerator delivered; which was completed on
7/04/15.   We
researched Mrs. Reaves-Bey’s dispute and found she contacted us on two separate occasions dated on 7/06/15 and 8/25/15; stating the refrigerator’s ice-maker
was not working, water wasn’t dispensing, and the unit was not cooling.  After reviewing Mrs. Reaves-Bey’s service
history Conn’s agreed to exchange her refrigerator due to multiple repairs.  Mrs. Reaves-Bey was contacted on 9/23/15
regarding her exchange approval and advised her new refrigerator is scheduled
to be delivered on Thursday (9/24/15). 
We sincerely apologize for any inconvenience Mrs. Reaves-Bey has
experienced during this process.  If
we may be of further assistance, Mrs. Reaves-Bey may contact our Customer
Service department at 1-877-358-1252.Sincerely, Jana
A[redacted]Customer
Relations
Conn’s
Inc.

Thank you for the opportunity to respond to *** *** concerns regarding account ***.  *** *** stated she accepted an offer to refinance her account.   According to our records, *** *** accepted an offer to refinance her account on June 6, 2016.  On June 7, 2016 the...

refinance offer was rejected because additional information was needed.  We made several attempts to contact *** *** to obtain the additional information needed, but were unsuccessful.    On June 20, 2016 we were able to reach *** *** and obtain the additional information needed and the refinance was processed.  On July 5, 2016 the refinanced contract was emailed to *** *** and she returned it on July 8, 2016.  On July 15, 2016 the new account was established.    *** *** will receive a new payment booklet in the mail reflecting her new account number and minimum monthly payment amount.  Additionally the credit mark assessed on the account due to the refinance process will be removed.  We ask that *** *** please allow the credit bureaus 30-60 days to update their records.    Conn’s values *** *** as a customer and appreciates her for bringing her concerns to our attention.     Thank you, Cheryle ***

Thank you for the opportunity to respond to Ms. [redacted]’ complaint.  Our records indicate that on4/02/17 Ms. [redacted] purchased a [redacted] Refrigerator with a 24- month Repair Service Agreement. Ms. [redacted]’ signed invoice acknowledges that he received a copy of the Return and Exchange...

policy.  Our Return and Exchange Policy states: A consumer has 30-days from the date the item is received to return or exchange appliances and electronics with the required 15% restocking fee and if your product fails while under manufacturer’s warranty or Conn’s RSA, Conn's Factory Authorized Service will repair your product according to these warranties.   On 4/3/16 Ms. [redacted]’ refrigerator was delivered as promised.  After reviewing Ms. [redacted]’ complaint, we show she contacted Conn’s Delivery Dept. on 4/6/17stating that the refrigerator never cooled.  A service call was set up on 4/6/17, however after reviewing Ms. [redacted]’ account we show she has a 24- month Repair Service Agreement, which allows Conn’s to replace a defective product if it fails within 72 hours of the delivery.  On 4/18/17Ms. [redacted] was approved for a replacement and has been contacted with information regarding her exchange. If we may be of further assistance, Ms. [redacted] may contact our Customer Service Department at1-877-358-1252.  Kind regards, Kristal [redacted]