Conn's Home Plus

[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.  
  Thank You so much Revdex.com. I truly appreciate y'all . Conns would Not corporate with me until I got y'all involve.

Thank you for the opportunity to respond to [redacted] concerns regarding accounts [redacted] and [redacted]. [redacted] stated her contract was re-written, but the account did not close.    According to our records, [redacted] signed a 32-month retail installment contract on March 7, 2016. ...

This contract created account [redacted].  On March 26, 2016, [redacted] returned some items from that invoice and signed a replacement retail installment contract.    On April 22, 2016 account [redacted] was closed.  The $70.00 payment [redacted] submitted on April 19, 2016 was applied to account [redacted].  We have attached copies of [redacted] payment histories as verification.    Conn’s values [redacted] as a customer and apologizes 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 additional
comments.  Our records show on 3/03/15Mr.
[redacted]’s information was submitted to the manufacturer for a repair review for
a possible exchange; however the manufacturer rejected the request and advised
the dishwasher did not meet the qualifications for an exchange under the terms
and conditions of the manufacturer warranty at that time and to proceed with service.  The requested latch and latch connector was
ordered and was installed on 3/25/15 successfully.   We attempted to contact Mr. [redacted] on 3/30/15
to confirm the dishwasher was still working properly but we were unable to reach
him at this time. If Mr. [redacted] has any questions regarding the manufacturer’s
warranty coverage he would need to contact ** directly at [redacted].
If we may be of further assistance, Mr. [redacted] may contact our
Customer Service Department at [redacted].
King regards,
Kathryn J[redacted]

Thank you for the
opportunity to respond to [redacted]’s additional comments. Our records
show [redacted] dropped off her TV on [redacted], stating there was a black dot
in the middle of the screen, we found her television was inspected by a Conn’s
technician on [redacted]. Upon inspection the technician found the television’s
panel was cracked which is not covered under the Terms and Conditions of the
manufacturer’s warranty.  Our records do
not show there was a delay assessing her repair needs.  Please note this service call was set-up in [redacted];  [redacted] was the first time [redacted] had contacted
us regarding this TV since that service call was set-up.  As previously stated we are unable to honor
[redacted]’s request for an exchange; [redacted] did not have
accidental coverage on her television to cover the reported damages. As of
[redacted]’s manufacturer’s warranty has expired and she no longer
has coverage.
 Kind regards,
[redacted]
Customer Relations

New Roman";
mso-font-kerning:0pt;mso-fareast-language:EN-US">Thank you for the
opportunity to respond to Mrs. [redacted]s complaint.  Our records show
on 3/25/14, Mrs. [redacted]
purchased a ** French door refrigerator model (LFX25974ST) with a 48-month
Repair Service Agreement totaling $2,327.34 on invoice [redacted].  Mrs.
[redacted]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 covered product.  Mrs.
[redacted] elected to pick up her refrigerator from the local warehouse located
in [redacted], TX.

We researched Mrs.
[redacted]s complaint and found she last contacted our service department on 7/02/15; stating the unit was not dispensing
water.  After reviewing Mrs. [redacted]s service history we found an
exchange was submitted and approved on 7/29/15under
the Terms and Conditions of the Repair Service Agreement.  Mrs. [redacted]
was issued a credit up to the original amount paid which was $1,749.99 to
reselect a new refrigerator.  Mrs. [redacted] initiated her exchange on 9/13/15; she elected a [redacted] French door
refrigerator model (RF28HMEDBSR) with a new 48-month Repair Service
Agreement totaling $2,902.09 on invoice 27875922.  Mrs. [redacted]s new
refrigerator was $450.00 more than the approved credit issued and the new
48-month RSA coverage purchased was $449.99.  Mrs. [redacted] was not
charged an additional $1,894.36 because it was financed on her original
invoice [redacted]; however Mrs. [redacted] financed the difference of $1,007.73
for the difference in price of the refrigerator selected and the new RSA
coverage purchased. 

At this time we are unable
to honor Mrs. [redacted]s request to credit her account; Mrs. [redacted] initiated
her exchange and her new refrigerator was delivered on 9/15/15 in good order.

If we may be 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,
I don't like dishonesty.  I was in fact contacted and talked with someone from Conn's on 6/16/15 at 12:26pm.  At this time I was told that they were looking for another headboard.  He then found one.  I answered 3 different calls and was transferred to a live person who confirmed the appointment for delivery.On the 17th I received a prerecorded call that the delivery drive would be there in 10 minutes.  After two hours I called them direct and asked where the driver was.  The driver scheduled to deliver did not have it on his truck.  No one called to let me know.  I had someone sitting there waiting.II then received a call from a driver who had my product.  He was very kind and let me know when he would arrive.There is a lot of confusion in Conn's organization that cause others time and money.I now have my headboard but in order to get it I had to go thru a lot of disorganization.Thanks for your help. [redacted]

Thank
you for the opportunity to respond to Mrs. [redacted]’s concerns regarding collection
calls she has received. 
We
were unable to locate telephone number [redacted] in our system; however, we
placed a cease and desist on the telephone number at her request.  If Mrs.
[redacted] has...

any additional telephone numbers she would like to provide we will be
happy to investigate further. 
Please
note it takes up to 24 hours for a cease and desist request to update.  If
Mrs. [redacted] receives any additional calls after the 24 hour time frame, we ask
that she contact us directly so we may research further. 
We
value Mrs. [redacted] and apologize for any inconvenience she has experienced due to
this matter. Thank you,Cheryle [redacted]

Thank you again for the opportunity to respond to Mr. [redacted]'s concerns regarding his account.  The credit for $865.98 has been applied to the account.  The remaining payoff balance on the account is $121.43.  As a onetime offer and a goodwill gesture, we are crediting the account the remaining balance of $121.43 and the account will close.  We ask that Mr. [redacted] please allow 7-10 business days for the credit to apply and the account to close.  Mr. [redacted] will receive a close out letter in the mail within 30 business days of the account closing.We value Mr. [redacted] as a customer and sincerely apologize for any inconvenience he 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 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

Thank you for the
opportunity to respond to Mrs. [redacted]’s complaint.  Our records
show on 3/17/15, Mrs. [redacted]
purchased a Man Wah ([redacted]) living room set which consisted of four pieces
(sofa, left recliner, right recliner, and console) with a 48-month
Furnituregard...

Plan on all four pieces.  Mrs. [redacted]’s signed
invoice indicates at the time of purchase she acknowledged she was provided a
copy of the Furnituregard Plan brochure and that she understood the coverage
associated with the products.  Mrs. [redacted] elected to have her
furniture delivered; which was completed on 3/21/15.
We researched Mrs.
[redacted]’s complaint we found she contacted us on8/06/15; a service inspection was
completed on 8/28/15.  During the
inspection the serviceman found left recliner and right recliner were missing
the peg brackets for the left side console.  After the parts were ordered
through the manufacturer we were notified the parts would not be available
until the end of October.  Due to the part delay a repair review was
submitted to the manufacturer for a possible exchange.  Mrs.
[redacted]'s exchange was approved on 9/29/15under the Terms and Conditions of the manufacturer warranty which
covers the replacement/exchange of the product and not a refund.  Mrs.
[redacted] has been contacted and informed of her exchange approval on the
left recliner, right recliner, and console.  As of 10/15/15, Mrs. [redacted] new
furniture has been delivered.
If we may be of further
assistance, Mrs. [redacted] may contact our Customer Service at ###-###-####.
Kind regards,
Jana [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.  The resolution is not completely satisfactory.  I did mention in several of the phone calls to the service department that water damage was occurring to my floor.  It was also brought to the attention of the technicians at my house.  If the technicians were interviewed, I am sure that they would remember seeing the damage that I pointed out to them.   I did take pictures of the water on the floor to show the technicians where the water was appearing in front of the unit.  The damage was mentioned but no reply was made.  I still have a damaged floor that was caused by the technicians not fixing the problem.  We are also out $49.80 to have another repair service technician come take a look at the refrigerator.  That technician informed me that a tap was placed on our refrigerator to adjust the freon by a Conn's technicians.  The unit is a sealed unit and should not have a tap.  Since the tap was installed, no one else will work on the unit because of the liability due to the tap.  I do not believe that the repairs have not been handled properly from the first call to report the problem.I do appreciate Conn's willingness to send out a technician and reimburse for part of our food losses; however it should have been done without other parties being involved.  I am very displeased with the way we have been treated and serviced during this ordeal.

Thank you for the opportunity to
respond to Mrs. [redacted] complaint. 
Our records show on 7/26/14, Mr. [redacted] purchased a Samsung washer...

and
dryer both with a 1-year limited manufacturer’s warranty.
 
We received Mrs. [redacted]-[redacted]’s
complaint and found she placed one service call with Conn’s on 10/10/14,
stating the dryer is not heating. A service appointment was scheduled for
10/25/14; however Mr. [redacted] informed the technician that another company was
scheduled to complete repairs therefore the service order was cancelled. We
have no indications of any issues Mrs. [redacted]-[redacted] is experiencing with her
washer.
 
At this time Mrs. [redacted]-[redacted]’s washer
and dryer does not meet the qualification for an exchange. Mr. and Mrs. [redacted]
have been made aware that a Conn’s technician would need to come out and assess
the dryer to determine if the unit can be repaired or if an exchange is necessary
under the Terms and Condition of the manufacturer’s warranty. Mrs. [redacted]-[redacted]
may contact Conn’s service department at [redacted] to schedule an
appointment to have a technical assess her dryer.
 
 
 
If we may be of further assistance, Mrs. [redacted]-[redacted] may contact
Customer Service at [redacted]

Thank you for the
opportunity to respond to Mr. F[redacted] complaint. Our records show on 6/28/14;
Mr. F[redacted] purchased the Catnapper [redacted] Reclining living room set which
consist of four pieces (two sofas, wedge and recliner) all with a 48-month
FurnitureGard Plan. Mr. F[redacted] delivery was...

scheduled and received on 7/01/14
in good order.
 
We received Mr. F[redacted]
complaint and found he contacted us on four separate occasions regarding
service for both sofa pieces and recliner. Mr. F[redacted] last service call was
received on 9/26/14 stating the furniture pieces looked lumpy and was hard. A
service appointment was scheduled on 10/04/14; the service man found all
seating areas on both sofa pieces and the recliner was out of shape, hard and
uncomfortable. The serviceman also found the knee rest on both sofa pieces and
recliner was bunching and lumpy. Our records show Mr. F[redacted] furniture is currently
under the manufacturer’s warranty therefore; we submitted a request to the
manufacture for a possible exchange. On 10/09/14; the manufacturer approved an
exchange on Mr. F[redacted] entire furniture set. Mr. F[redacted] expressed his
dissatisfaction with the quality of the furniture and requested an exchange for
a different furniture set. On 10/20/14; the manufacture approved Mr. F[redacted]
to re-select any furniture set (living room, dining room or bedroom) for up to
$3399.99 which was the original amount he paid.
 
At this time we are
unable to honor Mr. F[redacted] request to return his furniture set for a
refund; Mr. F[redacted] has been approved to exchange his furniture set under the
Terms and Conditions of the manufacturer’s warranty. Mr. F[redacted] may visit his
nearest Conn’s location to initiate the exchange. 
 
 
 
If we may be of
further assistance, Mr. F[redacted] may contact us at 1-877-358-1252.
 
Sincerely,
 
Dyeisha W[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 4/19/2016 and assigned ID [redacted]
Regards,Thank you      [redacted]

Thank you for
the opportunity to respond to [redacted]’s concerns regarding account
#[redacted].  [redacted] stated she received a letter in
the mail stating her payoff balance was $1650.25; however, when she called to
schedule the payment the agent stated the payoff was...

$1659.25
 
According to
our records, [redacted] signed a 32-month retail installment contract on
April 18, 2014.  That contract included a
6-month no –interest financing promotion. 
We are in the process of refunding $12.45 back to [redacted].  She should receive the refund check within
10-14 business days.
 
We ask that she contact us directly if she does not
receive the refund check so we may track it for her.
 
We value [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.  There seems to be a deliberate effort to minimize the burden of being without a refrigerator that, correctly stated, had a 4 year service agreement. That statement also states that if not able to be serviced the exchange would take place. What is being left out is that the fact that for more than 3 weeks after the exchange was approved by CONNS, they still declined to make it happen regardless of my numerous calls to different departments and personnel. They claim that I made an agreement with **, and yes I did, but only after this whole ordeal had turned ridiculously and unnecesarily delayed. I saw no other option being in that position!Furthermore, the only reason that I made the mistaken decision of purchasing another refrigerator at CONNS is because, unfortunately my budget is extremely limited and they are the only company that would offer me credit after my identity was stolen.At this point I feel that downplaying the seriousness of being in this situation and a simple, indifferent apology is insulting.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,
  Conn's continues to say the same thing over and over and not address why they are not responsible for what thier sales associate does to the customers nor do they care ! If they were decent people working there they would apologize for what thier sales associate did and make it right but then again they would have to have some decency to them. The jury is out on that one but we will see. I will never give it up because I have been treated wrong. I'm paying money every month that the salesman told me I would not be paying. I'll go to my grave saying Conn's owes me for this interest and if I can I'm going to see about placing an add in the newspaper warning people of what to expect when you walk through thier doors and I'm sure thier is plenty I can do on computer to warn everyone about how they do business. And I want to make sure that the Revdex.com knows that all the months that I have called them, that they never told me that I shouldn't have got the interest. Matter of fact they told I did qualify but they always kicked it down the road that someone else would have to chan** the code.they NEVER said any of the things that they have said to Revdex.com. God knows all  about it. I wish I could get to the store and confront the face to face but that is impossible for me right now, but if I could ever get someone to bring me  to the store I'll see how much guts they will have to my face, to say I'm lying and that I shouldn't mind giving my money away every month because of them. I'm going to expect that they will re I burse me for what I've paid so far and STOP the interest every month for me . Waiting for an answer.......

Thank you for the opportunity to respond to Mrs. Low’s additional comments.  As stated Mrs. Low furniture was delivered and received in good order on 1/30/15; no damages were reported at the time of delivery.  Mrs. Low contacted our service department on 1/25/16 regarding her sofa and on 1/28/16 regarding her mattress; stating the sofa was sagging and the mattress was sinking.  A service call was scheduled for 2/04/16; during the inspection the serviceman found the sofa LSF (left side front) arm broken, wood dislodged and broken, he also notated the arm was sitting on the ground and no longer attached to the frame of the sofa.  The serviceman also inspected Mrs. Low’s mattress on 2/06/16 and found the mattress had a body impression of 1 and 1 ¼ inches and stains on the mattress in different areas at the time of the inspection.  The serviceman inspected the box springs and found a quarter inch of contour on the LSF with no measurable contour on the RSF (right side front) and both were still in plastic at the time of the inspection.  On 2/10/16, Mrs. Low was contacted and advised that the reported damages found by the serviceman showed signs of accidental/incidental which were not covered under the Terms and Conditions of the manufacturer’s warranty; no additional Furnituregard coverage was purchased to review other options.  Mrs. Low was informed we were unable to repair or exchange her sofa based on the serviceman’s findings.  Mrs. Low was also made aware that the manufacturer’s warranty did not cover stains or cleaning to the mattress and that the body impression found during her inspection is considered normal with use.  As listed in Sealy Terms and Conditions: a body impression that measures 1 ½ inches or less is consider normal with use.After further review we found Mrs. Low contacted our customer service department via email on 2/23/16 after her service inspection was completed on 2/6/16.  Mrs. Low did not mention in her email that the serviceman damaged her sofa during the inspection and also never mentioned further damaged done to the unit when contacted by a customer relations representative.  Mrs. Low has been advised on several occasions that the reported damages are not covered under the Terms and Conditions of the manufacturer’s warranty.Again, at this time we are unable to honor Mrs. Low’s request; the reported damages to her sofa would not have been covered under the T&C’s of the manufacturer’s warranty during her coverage period. As of 1/30/16; the manufacturer’s warranty has expired and Mrs. Low did not elect to purchase additional coverage with Conn’s to continue repairs.If we may be of further assistance, Mrs. Low may contact Customer Service Department at 1-877-358-1252. Kind regards, Jana Andrews

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.This still does not address the credit of $865.98 that was issued when I returned the defective merchandise. I have a receipt showing the item was returned. It also doesn't address the $640 that was already paid to the account ending in 37. It just shows that they carried over a balance. Where did the $ go that I paid to account ending in 37? The $865.98 was credited to account ending in 39, that account was closed due to refund causing an overpayment. Turns out the refund of the $865.98 was removed from account ending in 39 and that account was reopened by conns. Where did my refund go? Where is the $ that I paid for the defective item? If the item was returned and I was refunded the 865.98 What happened to the 640 that was already paid by me? 
Regards,
  [redacted]

Thank you
for the opportunity to respond to Mrs. [redacted]’ complaint. We contacted Mrs.
[redacted] on 6/19/15 and her issue has been addressed. We sincerely apologize for
any inconvenience Mrs. [redacted] experienced during this process. We appreciate
Mrs. [redacted] for bringing this matter to our attention and...

have forwarded her
information to upper management to ensure this does not happen in the future.
 
If
we may be of further assistance, Mrs. [redacted] may contact our Customer Service
department at 1-877-358-1252.Kind regards,Dyeisha W[redacted]