Conn's Home Plus

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint. Our records show on 9/5/16, Mrs. [redacted] purchased the [redacted] Queen bedroom furniture which consists of three pieces (headboard, footboard, and rails) and elected to purchase a 48-month FurnitureGard Plan. Mrs. [redacted]’s...

furniture was delivered and signed acknowledging the items were received in good order; no issues were reported. We researched Mrs. [redacted]’s complaint and found that she contacted our service department on 1/9/17 stating there is a large space between her headboard and mattress. A service appointment was originally scheduled for 1/13/17 however; when the serviceman arrived at Mrs. [redacted]’s residence, no was available. We show Mrs. [redacted] contacted service again on 2/8/17 regarding the same issue and requested to have all three pieces inspected. A service appointment was scheduled for 2/10/17; during the inspection, the serviceman was not able to find any defects or damages on all furniture pieces and reported the unit was up to the manufacturer’s specifications. Mrs. [redacted] has been advised that this is the way the unit is designed and we cannot issue an exchange unless a manufacturer’s defect is found. Therefore; at this time we are unable to honor Mrs. [redacted]’s request for an exchange; no issue were found with the unit at the time of inspections. If we may be of further assistance, Mrs. [redacted] may contact us at 1-866-765-1513. Kind regards,Dyeisha [redacted]

Thank you for the opportunity to respond to Mr. [redacted]’s complaint. Our records show on6/10/16, Mr. [redacted] purchased the [redacted] sofa and loveseat and elected to purchase a 36-month FurnitureGard Plan. Mr. [redacted] signed his contract and invoice which list the description the products...

he agreed to purchase. We show on6/13/16, Mr. [redacted]’s items were delivered and signed as received in good order; no damaged were reported regarding the furniture. Prior to receiving Mr. [redacted]’s complaint, we have no records showing that he has contacted us regarding incorrect furniture received at the time of delivery.   We researched Mr. [redacted]’s service history and found that he contacted our service department on8/6/16stating the cushions were sinking in on the sofa and the wood is making a popping noise. A service appointment was scheduled for8/17/16however; no one was available during the service appointment, and Mr. [redacted] could not be reached therefore the order was canceled. We show Mr. [redacted] contacted service again11/11/16stating the loveseat cushion was sinking in. Mr. [redacted] was originally scheduled for11/22/16but re-scheduled for12/21/16. Before the appointment, Mr. [redacted] was contacted and made aware that the serviceman was injured on a previous job and would have to re-schedule. Our records show Mr. [redacted] is currently scheduled to have a serviceman assess his sofa and loveseat on 1-17-17 due to the cushions sinking on both units. Once the serviceman assesses the furniture, we can determine what further actions are required.   Although Mr. [redacted]’s furniture does not meet the qualification for an exchange at this time; we will continue with any covered repair needs.   We have attached supporting documents with our response.   If we may be of further assistance, Mr. [redacted] may contact us at1-877-325-1252.   Kind regards,   Dyeisha W[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,
  As well as I have stated in previous messages I do not want to buy a floor model that has been on for long periods of time! If you no longer carry that specific model and or you cannot order than I should get credit towards the next model available! Once again this is something that is not my fault as a customer! Advertisements should have been stated clearly!

[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 for your assistance with this matter, it is greatly appreciated. [redacted]

Thank you for
the opportunity to respond to [redacted] concerns regarding account
[redacted].  [redacted] stated she paid her
account balance in full, but the account is still opened. 
 
According to
our records, [redacted] called our automated system on September 3, 2015...

was
received a payoff quote of $282.89.  The
automated system informed [redacted] that the payoff quote was good until
September 7, 2015.  We received [redacted]
payment of $282.89 on September 8, 2015. 
Due to the payment being made after the quoted payoff due date of
September 7, 2015, additional interest was assessed on the account. 
 
As a one-time
offer and a goodwill gesture, we have agreed to close the account.  We have attached a copy of [redacted] payment
history for her records.  [redacted] will
receive a close-out letter in the mail within 30 days of the account closing.
 
We value [redacted] as a customer and appreciate
her bringing her concerns to our attention. 
Thank you,Cheryle S[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.  Thank you for your help

Thank you for the opportunity to respond to Mr. [redacted]’ complaint. We contacted the sales representative regarding Mr. [redacted]’ complaint and were informed that on 10/8/16, Mr. [redacted] elected to purchase a [redacted] retailed at $1699.99 which was financed through [redacted]. Our...

records show the [redacted] was scheduled to arrive on 10/12/16 however; we did not receive shipment from the manufacturer due to the model is on back order. The sales representative stated Mr. [redacted] re-visited the store on 10/16/16 and he informed him that the unit is currently not available but that he could re-select a different model. Mr. [redacted] agreed to re-select a [redacted] notebook which also retailed for $1699.99. We show Mr. [redacted]’ original invoice ([redacted]) was cancelled and a new invoice ([redacted]) was created for the new unit. When re-selecting a different item, a second credit inquiry is not required to finance the purchase. Our records show Mr. [redacted] picked up his notebook on 10/26/16 and signed acknowledging the unit was received in good order. Mr. [redacted]’ complaint has been forwarded to upper management to address his concerns regarding his sales experience with all parties involved. We sincerely apologize for any inconvenience Mr. [redacted] experienced during this process. If we may be of further assistance, Mr. [redacted] may contact us at 1-877-765-1513.  Kind regards, Dyeisha [redacted]

Thank you for the opportunity to respond to Ms. [redacted]’s concerns regarding account [redacted].  Ms. [redacted] believes the information reporting on her credit is inaccurate and she would like it removed.   According to our records, Ms. [redacted] signed a 32-month retail installment...

contract on August 4, 2013. She agreed to have her minimum monthly payments due on the 16th of each month.  Ms. [redacted] made four payments on the account with the last payment being made on January 15, 2014.  We have included a copy of Ms. [redacted]’s signed retail installment contract and payment history for her records.    Conn’s respectfully disagrees that the information is being reported incorrectly on Ms. [redacted]’s credit bureau.    Conn’s is obligated to report factual information to the credit bureaus and we are unable to remove the negative credit marks or the charged off status of the account due to payments not being made timely.  Additionally, the information can remain on Ms. [redacted]’s credit report for 7-10 years per federal guidelines.    Conn’s appreciates Ms. [redacted] for bringing her concerns to our attention.   Thank you, Cheryle [redacted]

Thank you for the opportunity to respond to [redacted] complaint.  Our records show on 3/06/14, [redacted] purchased
a [redacted] dishwasher with a 2-year Repair Service Agreement Plan and elected
Conn’s Installation service.  On 3/10/14,
[redacted] dishwasher was received and...

installed by Conn’s delivery team in good
order. On 3/18/14, [redacted] contacted the service department stating the unit powers
on but does not wash.  A service
appointment was scheduled for 3/20/14 however; the ticket was cancelled due to
the technician could not contact [redacted] while attempting to locate his
resident.  On 4/25/14, [redacted] contact
the service department again stating the dishwasher would not turn on.  A service call was scheduled on 4/28/14; upon
inspection the technician found the lever was out of place and re-adjusted the
lever; unit tested ok and no other problems were found.  On 9/08/14, [redacted] contacted service
stating the dishwasher was leaking water from underneath. A service appointment
was scheduled on 9/18/14; upon inspection the technician found a new pump motor
assembly needed to be ordered to complete repairs. Once the parts became available,
[redacted] was scheduled to complete repairs on 9/25/14. On 9/25/14, the
technician installed the new pump motor assembly and reported the unit working
to manufacturer’s specification; there were no reports of any damages to [redacted] home from the technician.  At
this time we are unable to honor [redacted] request; the dishwasher does not
meet the qualifications for an exchange and the leaking water resulted from the
pump motor failing.  [redacted] would need
to contact his homeowners insurance if repairs are needed.
If we may be of further assistance, [redacted] may contact Customer
Service at [redacted]
Sincerely,
[redacted]

Thank you again for the opportunity to respond to [redacted]'s concerns regarding unemployment insurance.  We provided a copy of the signed contract with our last response showing that [redacted] only signed accepting the property insurance.  We are unable to add insurance on to the retail installment contract.  All insurances must be accepted at the time of purchase.  Thank you, Cheryle S[redacted]

Thank you for the opportunity to respond to Mr. [redacted] complaint. Our records show on 7/20/16, Mr. [redacted] purchased an [redacted] Pro retailed for $1429.99 and elected to pick up the unit from our Dallas Conn’s warehouse. We contacted the store manager where Mr. [redacted] purchased...

his [redacted] and was advised that Mr. [redacted] returned to the store on 7/21/16 stating he contacted the manufacturer and was informed that the unit was an older version and wanted to re-select for a newer model. Conn’s agreed to exchange the unit as a gesture of goodwill and waived the restocking fee. Mr. [redacted] chose to re-select the [redacted] 13” [redacted] Pro Retina retailed for $1699.99. Our records show Mr. [redacted] picked up his unit on 7/22/16 and signed acknowledging he received his item in good order. Conn’s does list the specifications on our shelf tag for all [redacted] laptops as well as provide display models for the consumer to interact with before making a purchase.    Kind regards, Dyeisha [redacted]Customer Relationshy here...

Thank you for the opportunity to respond to [redacted] complaint. Our records show on 7/4/16, [redacted] purchased a [redacted] which was delivered and received in good order on 7/6/16.We researched [redacted] complaint and found he contacted our service department...

on 8/9/16 stating the ice maker only make a little ice. A service appointment was scheduled for 8/17/16; during the inspection the technician was unable to find any functional failures with the unit and reported the refrigerator is functioning up to the manufacturer’s specifications.Although [redacted] has exceeded the 30-day time frame to return/exchange his refrigerator, Conn’s has agreed to extend the option to return/exchange the unit with the required 15% restocking fee until 9/12/16. [redacted] will need to return the refrigerator to his nearest Conn’s and pay the restocking or he may elect to pay for Conn’s delivery team to pick up the merchandise for an additional $79.99 (restocking and delivery fees must be paid prior to returning the merchandise).If we may be of further assistance, [redacted] may contact us at 1-866-765-1513.Kind regards, Dyeisha W[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.  
In my last response I provided proof that I returned the [redacted] in February the contract Ms. S[redacted] provided showing a credit was dated in January. I believe that is enough for an investigation

[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 after speaking with [redacted] and her agreement to send a check for $**0.00 for the disposal of my personal property (dishwasher.  Also, the Conn's representative was not able to pickup the dishwasher due to possible water leak if they pull it out.  "They said they did not have anyway to stop water from leaking out of the garbage disposal when they remove the dishwasher drain hose from garbage disposal, so they would have to leave the dishwasher.  Today [redacted], they removed the damaged television cabinet. Today [redacted] spoke to the representative while at my  house and gave them instructions to leave the dishwasher.  [redacted] advised me that she would expedite the check today for $**0.00 and wait to give me credit for the dishwasher until I purchase another, whether it be from Conn's or not.  She asked me to call her as soon as I purchase a dishwasher, she would have [redacted] dishwasher picked up and give me the credit then.  The invoice they sent to you has a credit for all the balance, if this is so, then great!  I will call [redacted] to make sure if this is the actual receipt and it hasn't been voiced, due to the fact that she said she would only credit the t v stand at this time.

Tell us why here...Thank you for the opportunity to respond to Mr. [redacted]’s complaint. We researched Mr. [redacted]’s complaint and found that he was contacted by the district manager regarding his concerns and his issue has been addressed. We sincerely apologize for any inconvenience Mr. [redacted]...

experienced during this process. 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 Mr. [redacted]’s additional comments. As mentioned in our previous
response, Mr. [redacted]’s refrigerator was signed acknowledging the item was received
in good order on 4/3/15. Mr. [redacted] did not contact our Service Department
until 7/20/15 (3-months after delivery) to report an issue with the unit,
stating the refrigerator was not cooling. Our records show on 7/30/15, the
technician installed a new main board on the refrigerator and reported the
uniting was functioning properly. We have no records showing Mr. [redacted] has
contact Conn’s Service Department since repairs were complete. We show on
8/24/15, Mrs. [redacted] contacted our Customer Service Department stating the
freezer cools but does not freeze and requested to have the refrigerator
exchange. However; after reviewing the service history, Mr. [redacted]’s
refrigerator does not meet the qualification for an exchange under the Terms
and Conditions of the manufacturer’s warranty or the RSA Plan at this time. If
Mr. [redacted] is in need of service he may contact our Service Department at 1-855-266-6349 to schedule an
appointment.
 
If we may be of further assistance, Mr.
[redacted] may contact Customer Service at 1-877-358-1252.
 
 
Kind regards,
 
Dyeisha W[redacted]

Thank you for the opportunity to respond to [redacted] complaint. Our records show on 12/22/14, [redacted] purchased a [redacted] with a 24-month Repair...

Service Agreement Plan. We
show [redacted] elected to pickup his [redacted] from our Conn’s warehouse
located in [redacted]; no installation service was purchased.
 
We received [redacted] complaint and found on
4/7/15, Conn’s approved an exchange on his microwave.  Our records show we no longer had the
original [redacted] purchased therefore; we issued an in-store credit
for $379.97 (the original amount paid) to re-select a different [redacted] that
meet his expectations. [redacted] will need to return the old [redacted] to his
nearest Conn’s location to initiate the exchange.
 
At this time we are unable to honor [redacted]
request; the previous [redacted] was picked up and installed by someone other
than Conn’s therefore, we will not be able to deliver and install [redacted]
new unit at no additional cost.
 
We have included [redacted] signed pickup slip
at the time of his original purchase.
 
 
If
we may be of further assistance, [redacted] may contact customer service at
[redacted]
 
 
Kind
regards,
 
[redacted]










4/27/2015






Complaint

I purchased a [redacted] from Conns a few days ago. On the advertisement at the store it clearly reads [redacted]. After getting it home ive come to find out that it is NOT a [redacted]. They added a [redacted] stick to the box and call it smart. They are ripping people off with false advertisement. They will...

not take the TV back and the [redacted] has never worked. They told me I had to purchase a new [redacted] stick. They sold me a non [redacted] at a [redacted] price. Ripped me off. They are still selling this tv and ripping people off.







Desired Resolution

Either fix the TV I purchased or let me trade it in for a REAL [redacted]. NO restocking fee. Yall ripped me off. please make this right.

Consumer Business Dialog

Thank you for the opportunity to respond to Mrs. [redacted] complaint. Our record show on 7/29/16, Mrs. [redacted] purchased a [redacted] washer and dryer, dryer duct with clamps, washer hose and dry cords. Mrs. [redacted] delivery was scheduled for 7/30/16; our records show she was contacted the day before...

delivery to confirm her delivery and estimated time of arrival. Mrs. [redacted] requested to have her merchandise dropped off only and remain sealed. Mrs. [redacted] signed her delivery receipt acknowledging that she received her merchandise in good order.   We researched Mrs. [redacted] concerns and found she contacted our customer service department on 8/5/16, stating after moving into her new home and unwrapping the dryer she noticed the unit has scratches on it and is missing the hose. We are unable to determine when or how damages may have occurred once delivery is complete as no issue was reported at the time of delivery and Mrs. [redacted] had moved the items after they were delivered by Conn’s. Mrs. [redacted] has been informed that we are unable to compensate for any damages found after delivery was completed.   Mr. [redacted] was contacted and as a gesture of goodwill we agreed to mail a new wrench and steam kit via express mail.   If we may be of further assistance, Mrs. [redacted] may contact us at 1-866-765-1513.   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.  
I reject the response because I spoke with 3 different people in June 2016 with instructions and information regarding the extension. I specifically asked how it would affect my credit report and the 1st agent says it would not affect me. I wasn't confident with the 1st representative answer because they provide incorrect information.   I called back with the same response then when the contractors found more to do in the house I needed to request Conn's assistance again. Although we would have to stay in efficiency apartment another month I would use their funds to pay Conns because I did not trust the appearance of mold/fungus in the house. I was in the process of being pre-approved to purchase another home then sell the existing home so the 30 days & 60 days stopped the process. So I called again to ask if it would be possible to update the information but left the negative which is incorrect (06/30 days derogatory entry). The negative still lowered the credit score. It should have been removed then reported the account positive/good standing. They will call you 8 times a day with auto dialer from several different numbers until 9:00pm at night. As a very Loyal customer and over 10 accounts over the past 11 years with excellent pay history they should verify data such as: extensions and notations on the account before ruining their credit.
Regards,

Thank you for
the opportunity to respond to [redacted] concerns regarding account
#[redacted].  [redacted] stated she
should have had a cash-option promotion on her account.
 
According to
our records, [redacted] signed a 32-month retail installment contract...

on
October 1, 2013.  There was supposed to
be a 12-month no-interest financing promotion on the account.  We submitted a manual cash-option to correct
[redacted] contract. 
 
[redacted]
was made aware that when a cash option promotion is calculated manually, She
would need to call in for the manually calculated payoff before the cash-option
ends on October 7, 2014. 
 
[redacted] is
also stating her account should be paid in full.  [redacted] paid a total of $2900.00 and her
cash option amount is for $3093.21.  This
leaves an outstanding balance of $193.21 that will need to be paid before the
cash option expires on October 7, 2014. 
 
[redacted]
stated she was not aware she had insurance on the account.  We have attached a copy of [redacted] signed contract showing that she signed and accepted the insurance as well as
the General Information Page explaining the terms of the insurance.