Conn's Home Plus

Thank you for the opportunity to respond to Ms. [redacted] concerns regarding a Conn’s account.  Ms. [redacted] stated she paid her account balance with [redacted] and she would like the account removed from her credit report.    We are unable to locate an account with...

the information Ms. [redacted] provided; however, you stated you paid the account with [redacted].  Once an account has been sold, Conn's no longer services the account. If you would like to address your concerns further please contact [redacted].    Conn’s appreciates you for bringing your concerns to our attention.   Thank you, Cheryle [redacted]

Thank you for the opportunity to respond to [redacted] complaint.  We researched [redacted] complaint and found his issue has been addressed and resolved.  Our records indicate [redacted] received a new ** 4-door French refrigerator on 7/02/16 in good order.  We also show [redacted]...

[redacted] was contacted on 7/23/16; during the conversation [redacted] informed the representative that his previous delivery issue had been resolved.  Again, we sincerely apologize to [redacted] for any inconvenience he experienced during this process. If we may be of further assistance, [redacted] may contact our Customer Service Department at 1-877-358-1252. Kind regards, Jana [redacted]Customer Relations

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,
 Again I will say, no one informed me that the money would be credited to my account, when I choose to receive the refund. I  was led to believe that I  would receive a $429 refund in the mail. I called Conn's several times inquiring about the refund. At no time did anyone inform me that the refund would be credited to my account. I became aware of this after it was done. Even then a female representative said she was working to get the rest of my money refunded to me. I chose not to add $100 to my account for a newer [redacted]. That was my choice. Conn's then tried to bully me into getting a Tv or appliance that I  really didn't need. When I choose not to accept any of those things, they referred me over to the coporate office. I told the guy the situation and he said to me that it was no problem because I qualified for a full refund. He said nothing about that refund being credited to my account. Nor did the other three persons whom I talked to throughout this ordeal.Conn's does not do honest business.

Thank you for the opportunity to respond to Mr. [redacted]’s complaint. After further review of Mr. [redacted]’s complaint, we were able to confirm that the chairs were refused at the time of delivery due to damages. We verified with the store manager that the chairs were sold as new items for a discounted...

price and were not floor models. Therefore; we have agreed to re-deliver Mr. [redacted] four new chairs. 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 at 1-866-765-1513.  Kind regards, Dyeisha [redacted]

Thank you for
the opportunity to respond to [redacted] complaint regarding a purchase made
under the name [redacted].  Our records show on 11/09/14, [redacted] purchased a [redacted] 65” Curved [redacted] from us.  [redacted] elected
to have his television delivered; we show [redacted]...

[redacted] signed acknowledging her
television was received in good order.
 
We received [redacted] complaint and found [redacted] went into their local Conn’s location
on 11/28/14 to take advantage of Conn’s Price Guarantee; however [redacted] was informed we were unable to honor the sale price due to the Black Friday
Promotion which is excluded from the Price Guarantee.
 
After
researching [redacted] complaint we confirmed the television was listed for
$1,999.99 from 11/23/14 to 11/29/14 and was not advertised for Black Friday
only.  We sincerely apologize to [redacted] for the experience and any
inconvenience that has been caused due to the lack of communication; Conn’s has
agreed to honor [redacted] request to honor the $1,999.99 sale price plus 10%
of the difference.  As of 12/16/14, a credit of $550.00 has been processed
to [redacted] account; again we sincerely apologize to [redacted] for the experience and inconvenience that has been caused.
 
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 [redacted]’s complaint. Our records show on
[redacted] purchased a [redacted] sofa with a
48-month FurnitureGard Plan. [redacted] elected to pickup her sofa from our
Conn’s warehouse located in [redacted],...

TX.
 
After further research
regarding [redacted]’s complaint we found on [redacted], she was approved for an
exchange on her sofa and received an in-store credit of $549.99 (the original
amount paid) to re-select another furniture piece. Our records show [redacted].
[redacted] returned the damage sofa to the warehouse; a new invoice ([redacted]) was
created on [redacted] for a new [redacted] sofa and a 48-month FurnitureGard
Plan. [redacted] later returned to her local Conn’s and requested to receive
a refund in lieu of the exchange. On [redacted], **. [redacted]’s invoice was
completely cancelled however; the request to apply the credit of $549.99 in
lieu of the exchange was not initially processed. As of [redacted], we have
submitted a request to apply the approved credit of $549.99 to close [redacted].
[redacted]’s account; please allow 7-10 business days for the credit to apply to
her account.
 [redacted] has been
contacted and is aware of the approval.  Regarding
the property insurance cancellation, [redacted] acknowledges she does not
have homeowners or renters insurance therefore we were unable to honor her request
to cancel the coverage.  We can, however,
cancel the other optional insurance coverage that was elected once we receive
[redacted]’s written request.  We
sincerely apologize for any inconvenience [redacted] experienced during this
process.
 If we may be of further
assistance, [redacted] may contact Customer Service at [redacted].
 Kind regards,
 
[redacted]

background:white;mso-yfti-tbllook:1184;mso-padding-alt:0in 0in 0in 0in">


Thank you for the opportunity to
respond to Mrs. [redacted]’ complaint.  Mrs. [redacted]’ has been contacted
and her concerns have been addressed.  If
we may be of further assistance, Mrs. [redacted]’ may contact our Customer
Service Department at ###-###-####.
    


Kind regards,
 
 
Kathryn [redacted]
Customer Relations










9/28/2015






Complaint

I have three consumer accounts with Conn's and was offered a consolidation, paperwork was sent out to me on 7/13/15, various documents requiring my signature, including a new contract with new payment date and payment amount (but not a new account number). The directions stated to sign, date and FAX...

back to them which I did on 7/23/15 at 8:45am in the morning. I did not hear a thing from them as to the status and on 8/5/15 I called customer service (knowing the payment for the consolidation was due on the 8th of every month) inquiring on the status and what my new account number was, I could not get this information, all that anyone has been able to tell me is that my account was in the Consolidation department and I should hear something soon. This does not stop the collection calls, every day, 7 to 10 times a day on the three accounts that were showing past due, but NO ONE could give me an update on the Consolidation and with it being in that department you do not have to make a payment till the consolidation is complete. Last week I get a call that the Consolidation was canceled because I did not get it to them in a timely manner. (please look back at my dates above and I have paper proof) and I owed all back payments, late fees and interest and until that was done I could not be considered for a consolidation. Well, as of Tuesday September 15th, I was offered an amount to get caught up and current and would like to start the consolidation process again but all the phone numbers I have been given have been bogus, two of them went to full mailboxes and the other to a poor guy in their IT department named Mike who had no clue on to who I needed to call. It is very obvious this company has no concern for it's customers, really does not care how we are treated or mistreated, I did requested to talk to supervisors when I would answer one of the relentless collection calls, they were of no help as well, this should have been a simple matter, all documents including a new contract were signed and sent back per their instruction and request. I am starting to think there is no such thing as a Consolidation Department.







Desired Resolution

I would like to be contacted by someone in the Consolidation Department who will take care of the following: I want my account to be consolidated and my monthly payment reduced as per the original contract and give me their direct line and email information so I can communicate with them.

Consumer Business Dialog

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to Ms. [redacted]’s 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, Ms. [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.  Ms. [redacted] has stated in the complaint: 1)       her furniture has not been repaired promptly; and 2)       she wants to have her furniture replaced.   Our investigation reveals that:               1)       Ms. [redacted]’s furniture has been repaired; however additional parts were ordered to complete her repair. 2)       Ms. [redacted]’s furniture is being repaired under the Terms and Conditions of her warranty coverage.   Thank you for the opportunity to respond Ms. [redacted]’s complaint.  Our record show 2/07/17, Ms. [redacted] applied for Conn’s YesMoney; due to the credit criteria, the application was declined.  Ms. [redacted]‘s elected to purchase through Acceptance Now..  Although, Conn’s does not have access to Ms. [redacted]’s account with Acceptance Now we were able to confirm that she purchased a Corinthian Flick furniture set which consisted of three pieces that all came with a limited 1-year manufacturer’s warranty.  Ms. [redacted]’s furniture was delivered on 2/09/17 as requested. Ms. [redacted] was provided a copy of Conn’s Return & Exchange Policy at the time of purchase.  Our Return & Exchange Policy states: No Returns/Exchanges on – (1) furniture, mattresses, décor & accessories unless inspected by a Conn’s Service Technician and found to have a manufacturer’s defect (5) Any item purchased under a third party lease and/or rent-to-own plan, except for manufacturer's defects.  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. After researching Ms. [redacted]’s complaint, we found that she contacted us on 5/18/17 stating the RSF recliner had a metal bar sticking out and the backrest cushion flat.  Ms. [redacted] indicated that the LSF recliner handle mechanism cable was loose.  A service call was scheduled according to the warranty coverage with a certified service provider.  During the inspection the serviceman the RSF recliner leg-rest compressed and he could feel the wooden frame on the backrest.  The serviceman ordered padding (polyfill) to correct the concerns.  He also inspected the LSF recliner and found the seat padding compressed and a broken cable at the pull handle.  The serviceman was able to repair the cable by replacing with a part from the truck stock.  He also added padding (polyfill) to correct the issues with the seat padding.  The certified craftsman advised us that this should correct all the concerns that were found.  We show additional parts have been ordered to complete Ms. [redacted]’s repairs.  Once the parts are approved, a service representative will contact Ms. [redacted] regarding the time frame on the parts arrival. At this time we are unable to honor Ms. [redacted]’s request.  Ms. [redacted]’s furniture is being repaired under the Terms of her warranty coverage. 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]’s concerns regarding account
[redacted]1430.  Mrs. [redacted] stated she
paid for the Repair Service agreement on her laptop, the laptop was damaged,
but the laptop has not been replaced.
According to
our records, Mrs....

[redacted] signed a 30-month retail installment contract on
March 10, 2014.  Mrs. [redacted] brought
the unit in for repair on March 31, 2015. 
The unit could not be repaired and Mrs. [redacted] was offered an
exchange up to the purchase price of the computer.  The unit was outside the manufacturer’s
warranty; therefore the exchange was processed under the repair service
agreement.  Since Mrs. [redacted]’s
original computer was more than a year old, Conn’s no longer had that model
number in stock. 
On April 11,
2015, Mrs. [redacted] contacted our customer service department stating she did
not want to pay the difference for a new computer and opted not to have the
credit posted to her account. 
As of August
10, 2015 the payoff balance is $1136.97. 
This amount includes a past due balance of $176.50.  Please note, the payoff balance updates daily.  If Mrs. [redacted] would like to pay the
account balance in full, we ask that she contact us the day she plans to submit
the payment for an up-to-date payoff quote. 
If Mrs.
[redacted] chooses, we can apply the credit of $1099.99 to the account and the
account will close; however, we are unable to remove the negative credit marks
earned on the account due to non-payment. 
We have
attached a copy of Ms. [redacted]’s payment history for her records.  We value Mrs. [redacted] as a customer and
appreciate her for bringing her concerns to our attention. 
Thank you,Cheryle [redacted]

Thank you for the opportunity to respond to Mrs. P[redacted]
additional comments.  Mrs. P[redacted] has been contacted by Conn’s regarding
her mattress.  Although we were unable to
validate the log number she provided Conn’s agreed to honor her request as a
goodwill gesture.
 
If we may be of further
assistance, Mrs. P[redacted] may contact our Customer Service Department at 1-877-358-1252.
 
Kind regards,
 
Kathryn J[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 find that this resolution would be satisfactory to me.  I went to the store on June 6th and scheduled to have the rest of my furniture delivered on June 9th, tomorrow. I will inform you when the transaction is complete, thank you for your assistance in this matter. I believe you made the difference.

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to Mr. [redacted]’s 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 his complaint: 1)      that he contacted us multiple times to speak with management regarding a resolution but was unable to get assistance; and 2)      we have not accurately communicated or kept a scheduled appointment.   Our investigation reveals that: 1)      after reviewing Mr. [redacted]’s, calls we will address any training opportunities with the representatives involved. 2)      there was an error, and Mr. [redacted] was not provided the correct estimate time of arrival.  We tried to correct the error and contact Mr. [redacted] on both numbers on file, but we were unable to reach him at the time.   Our records show on3/26/16, Mr. [redacted] purchased a 5-piece [redacted]. reclining sectional set with a 36- month FurnitureGard Plan for each piece. After further review we show that Mr. [redacted] contacted Conn’s Service on 4/30/17 to request service,  He was then scheduled for 5/5/17. He was informed Conn’s would call ahead to provide him with the time-frame 24 hours prior to the date of service. Our records show that we attempted to contact Mr. [redacted] at both numbers on the account, and there was no answer. He then called back and informed us that his wife was down the street. At that time the technician had moved on to his next job and was unable to go back. We attempted to reschedule Mr. [redacted] for 5/9/17. However, he refused. The work order was left open until 5/8/17 in case he decided to continue with service.  After receiving Mr. [redacted]’s complaint, we have attempted to contact him multiple times to discuss his concerns and schedule service however we have not been able to reach him. If Mr. [redacted] is still in need of service, he may contact our Conn’s Service at 1-855-266-6349 to schedule a service call and provide us with current contact information.   Conn’s values Mr. [redacted] as a customer and appreciates him for bringing his concerns to our attention.

Thank you again for the opportunity to respond [redacted]’s
concerns regarding her accounts. 
 
As a onetime offer and a good-will gesture, we will
agree to combine [redacted]’s accounts.  [redacted]
will receive the new contract via e-mail.  We ask that
she review the contract and sign through our Docusign system to expedite the
process.
 
We value [redacted] as a customer and greatly appreciate
her bringing her concerns to our attention.
 Thank you,Cheryle S[redacted]

Apple
did not introduce the [redacted] into the marketplace until April 2013 and we did
not start selling them until later that year. 
Ms. [redacted] was only 1 year old at the time of purchase not 5
years as she has stated. 
Kind regards,
Kathryn [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 resolution of the credit to my account is great but the copies of documents were not attached.  In addition, one of the major points I'd like to address is that the staff will need to be trained.  We have made multiple purchases in the past and I'm sure paid for this insurance and not ONE TIME has this ever been discussed.  I would like to ensure this is made public and the staff trained to discuss with consumers because they are unaware.  I felt this was a deceptive practice.  Also, the email was sent on July 11th, 2015 and still had not been processed until this complaint was filed.   I appreciate the response and the credit which is wonderful but as stated above, the staff will need to be trained to discuss with consumers as this would be a deceptive practice. 
Regards,

Thank you for the opportunity to respond to Mrs. [redacted]’ complaint. Our records show on8/22/15, Mrs. [redacted] purchased a [redacted] high-efficiency washer and dryer with a 48-month Repair Service Agreement on both units.At the time of purchase Mrs. [redacted] signed her invoice acknowledging she received...

a copy of the Repair Service Agreement and understood the coverage associated with the covered products. Mrs. [redacted] elected to have her items delivered; which was completed on 8/24/15.   We researched Mrs. [redacted]’ complaint and found she contacted us on 7/24/16regarding her dryer; stating the unit was making a grinding noise. After reviewing Mrs. [redacted]’ service history we confirmed an exchange was submitted for Mrs. [redacted] to replace her dryer; due to the part needed not being available. Our records show Mrs. [redacted] selected a new dryer and scheduled delivery on 8/14/16. On the day of the delivery the drivers tested the dryer and found it was not functioning therefore it was returned to the warehouse. Mrs. [redacted] was advised that she would need to visit the store to reselect another model.   Mrs. [redacted] has been in contact with our District Manager; and has requested that we exchange her washer as well. Mrs. [redacted] has been informed that we are unable to honor her request. The repair service agreement covers the item that is inoperable. As of8/30/16, Mrs. [redacted] has the option to reselect a new dryer up to the approved credit issued which is ($699.00) or use the repair service agreement in lieu of the exchange and have the credit applied to her account. If Mrs. [redacted] accepts the offer to receive a refund in lieu of the exchange; a credit of $699.00 plus tax will be credited to her Conn’s account.   If we may be of further assistance, Mrs. [redacted] may contact our Customer Service Department at1-877-358-1252.   Kind regards,   Jana A[redacted]

New Roman"">Thank you for the opportunity to
respond to Mrs. [redacted]’s complaint.  Our records show on 5/21/13, Mrs. [redacted] purchased a Corinthian
Carmel loveseat and sofa with a (48-month Furnituregard Plan)
on both 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 loveseat and sofa delivered; we show Mrs. [redacted]’s delivery
was completed on 6/01/13.
 
After researching Mrs. [redacted]’s
complaint we found she contacted us on 7/16/14;
stating the sofa was sinking in and the loveseat had a tear.  A
service call was scheduled for 7/26/14;
during the inspection the serviceman found the sofa’s seat cores flat and
found a nail protruding through the upholstery skirting of
the loveseat.  The parts to repair Mrs. [redacted]’s sofa
and loveseat were ordered and the repairs were completed.  The pictures do not show at the time there
were signs of cracking and peeling. 
 
After further research we found
Mrs. [redacted] contacted us again on 5/18/15;
stating her sofa and loveseat displayed cracking and peeling. 
Mrs. [redacted] was informed cracking and peeling was considered normal with use
and was not covered under the Terms and Conditions of
the Furnituregard Plan.  As listed
in Furnituregard Plan Terms and Conditions: No. (15) WHAT
IS NOT COVERED: LETTER (J) normal wear and tear to fabrics and
leathers, such as soiling from everyday use including body oil, hair oil,
perspiration, darkened bodily contact areas or depressions in mattresses that
occur over time, LETTER (L) leather scratches, LETTER (M) cracking or peeling
of the leather topcoat or finish (except where cracking or peeling to the
leather topcoat has occurred despite application by You of leather
maintenance products as recommended that fails to perform as intended).
 
We show Mrs. [redacted] later faxed
in a Service Agreement Cancellation Request Form requesting to have
her Furnituregard coverage cancelled; as of 6/05/15 Mrs. [redacted]’s Furnituregard coverage
was cancelled. 
 
We attempted to contact Mrs.
[redacted] however we were unsuccessful in our attempt.  Based on the information that has been
provided we are unable to honor Mrs. [redacted]’s request to exchange her sofa
and loveseat; Mrs. [redacted]’s furniture is no longer covered under warranty.
 
Mrs. [redacted] may contact me
directly at [redacted] ext [redacted] if she would like to further discuss.
 
Kind regards,


 
[redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s additional comments. As mentioned in Mrs. [redacted]’s original response; Mrs. [redacted] originally selected a mattress that came with a 120-DayTrial Comfort Guarantee which is offered by the manufacturer. However, Mr. [redacted] informed the sales representative that he was not comfortable with the price of that mattress and selected a different mattress ([redacted] Plush Queen) which is not included in the 120-day trial. Our records show the mattress was delivered and received in good order on5/7/16; no issues were reported at the time of delivery. On6/28/16, we were contacted by Mr. [redacted];stating the mattress had springs popping and black residue on both sides. A service appointment was scheduled for7/2/16; during this inspection the serviceman found the mattress was soiled and had a ¼” body impression.Conn’s agreed to issuean in-store credit for up to $719.99to re-select.Mrs. [redacted] has been made aware that she may visit her nearest Conn’s to initiate the exchange.In regards to Mrs. [redacted]’s concerns for her furniture; we show on6/23/16she purchased the [redacted] living room furniture which consists of three pieces sofa, loveseat and wedge. Mrs. [redacted]’s delivery was scheduled for6/24/16; on the day of delivery Mr. [redacted] was contacted and made aware that delivery was running behind the scheduled time but would still be completed. However; Mr. [redacted] requested to have the delivery re-scheduled for6/26/16. Upon delivery all items were signed acknowledging they were received in good order.We show Mrs. [redacted]s contacted our delivery team on6/28/16stating there is a hump in the sofa.Conn’s delivery team returned to Mrs. [redacted]’s home on7/1/16to inspect the sofa.Although no damages were found we agreed to issue an even exchange on the sofa as a gesture of goodwill however; Mr. [redacted] declined the offer and requested to return all furniture piece.Mrs. [redacted] has been reminded that Conn’s has a NO Return & Exchange Policy on all furniture however; we are willing to exchange the sofa only.Again, we are unable to honor Mrs. [redacted]’s request to return all furniture; Conn’s has a NO Return & Exchange Policy on furniture. Mrs. [redacted] may visit her nearest Conn’s to initiate the exchanges.Conn’s has made several attempts to address the various concerns that Mr. & Mrs. [redacted] has brought to our attention. If we may be of further assistance, Mrs. [redacted] may contact our Customer Service Department at1-877-358-1252. 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.  
Sent: Tuesday, October 06, 2015 1:31 AM To: drteam Subject: ID: [redacted]Hi,I just got the message that my complaint has been closed however I missed the previous email with the businesses response. I can not believe that Conns completely destroyed my laptop and all of the hard work and memories that I have on there! I am so upset and am not happy at all. In their statement, they said, "Ms. [redacted]’s request to return her hard drive was forwarded to the service manager for review. However; we confirmed prior to receiving Mrs. [redacted]’s request, her laptop was already shipped off for disposal. Once the unit has been disposed, we have no way of retrieving the parts." This is a lie! I was never informed that my laptop was completely destroyed, this is why I kept calling hoping that it would not happen. I called Devin and left him a voicemail asking him about saving my hard drive just 15-30 minutes after he told me they couldn't repair my laptop. I don't believe that they have done their due diligence on this matter, when I was calling around nobody knew how to direct me or where my laptop was. I don't believe that my laptop has been destroyed. I have so many important documents and cherished media on there. Is there anything else that I can do? This is not right at all.[redacted]

Thank you for the opportunity to respond to [redacted] complaint. We confirmed [redacted] dishwasher was not installed at the
time of delivery and installation charge was...

completed in error. On 4/04/15; we
submitted a check request to issue a refund to [redacted] of $119.99 for the
installation fee. Our records show there has been a delay processing the
request however; our Accounting Department received [redacted] information on
4/13/15. We ask [redacted] to please allow 7-14 business days to receive the
refund check in the mail.
 
We sincerely apologize for apologize for any
inconvenience [redacted] experienced as a result of the delay
.
 
If
we may be of further assistance, [redacted] may contact customer service at
[redacted]
 
 
Kind
regards,
 
[redacted]