Conn's Home Plus

Thank you for the opportunity to respond to Mr. [redacted]’s complaint. Our records show on 7/20/14, Mr. [redacted] purchased a 65” [redacted] TV and elected to purchase a 37-month Repair Service Agreement with Accidental Damage Coverage. We researched Mr. [redacted]’s complaint and found that he was...

approved for an exchange on 1/18/17 under the Terms and Conditions of the RSA w/Accidental Damage Plan. Mr. [redacted] has been approved to re-select a new television for up to $1699.99 which is the original amount paid. Mr. [redacted] may visit his nearest Conn’s to initiate his approved exchange. 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 our Customer Service Department at 1-877-358-1252.  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.  
I was promised a refund and a new washing machine. The washing machine was because the one they sold me broke. THe reason for the refund on the service agreement is because they took a month and a half to respond.  That is horrible as far as service is concerned and therefore I would like a refund on the service agreement. I was promised a refund from  the coorporate office and now they are not honoring another one of their promises. I will not be saticifed until I recieve me refund.
Regards,
Mrs. [redacted]

Thank
you for the opportunity to respond to Mrs. [redacted]’s complaint. Our records
show on 2/6/15, Mrs. [redacted] purchased the [redacted] living room set
which consist...

of two pieces (sofa and loveseat) both with a 48-month
FurnitureGard Plan. Mrs. [redacted]’s delivery was scheduled and received in good
order on 2/8/15; no damages to the furniture were reported at the time of delivery
however; it was notated that Mrs. [redacted]’s drywall was damaged during
delivery.
 
We
received Mrs. [redacted]’s complaint and found she contacted our service
department on 2/9/15 stating the back of the sofa was very loose and seams were
coming undone and the footrest keeps popping out on the loveseat. A service
appointment was scheduled on 2/18/15; the serviceman found the bolts were loose
on both units and was able to tighten the bolts to repair, no parts needed for
repairs. Mrs. [redacted] contacted our service department again regarding the same
issue with her loveseat. A service appointment was scheduled for 3/11/15 to re-assess
the loveseat.
 
Although
we are unable to honor Mrs. [redacted]’s request to return her furniture, Conn’s
has agreed to issue an exchange on both the sofa and loveseat after further
reviewing her repair needs. We attempted to contact Mrs. [redacted] on 3/3/15 to
discuss her concerns however; we were unsuccessful in our attempt and left a
voice message to return our call. Mrs. [redacted] may elect to receive an even
exchange on both furniture pieces or we can issue a store credit for $2599.98
(which is the original amount paid for both pieces) to re-select different
furniture.
 
In
regards to Mrs. [redacted]’s claim regarding the damages to her wall during
inspection, we have confirmed that Mrs. [redacted]’s was scheduled and signed
acknowledging that the repairs to her wall was completed to her satisfaction on
3/2/15. We sincerely apologize for any inconvenience Mrs. [redacted] experienced
during this process. Mrs.
[redacted] may contact us directly at 1-866-765-1513 with her option regarding the
approved exchange.
 
 
Kind
regards,
 
Dyeisha
W[redacted]

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 the complaint: 1) that his washer is on the recall list with the manufacture; 2) the unit wobbles and unbalances his loads which cause the machine to turn off leaving his clothes we; and. 3) he has contacted us about his unit but is getting the runaround regarding resolution.     Our investigation reveals that: 1) we are unable to verify that Mr. [redacted]’s washer is listed on the manufacturer’ recall list with the model and serial number listed; 2) the unit tested as acceptable when we leveled and tested Mr. [redacted]’s washer on 4/3/17; and 3) we have remained in contact with Mr. [redacted] regarding his washer, as  he has been referred to the manufacturer for further repair needs.     Our records show on 5/02/16, Mr. [redacted] purchased a [redacted] washer and dryer and elected to purchase a 48-month Repair Service Agreement Plan. We show Mr. [redacted] contacted our Service Department on 3/11/17 stating his washer is shaking, unleveled and loud. Mr. [redacted] was referred to the manufacturer to set-up a service appointment to have their technician assess the unit.   Mr. [redacted] contacted us on 3/25/17 stating the manufacture serviced the unit but is still having the same problem. A new service order was created to have a Conn’s technician re-assess the washer on 4/3/17.  During the inspection, the technician reported that he leveled and tested the washer, and the unit was working up to the manufacturer's specification.    Our records show Mr. [redacted] contacted us again on 4/17/17 stating his washer gets unbalanced during the spin cycle and stated the washer turns off/on by itself. A service appointment was originally scheduled for 4/27/17 with a Conn’s technician.   However, Mr. [redacted] contacted us on 4/25/17 stating the manufacturer already serviced his washer. At that time Mr. [redacted] claimed the technician informed him that he was unable to use the unit on extra high speed. We contacted the manufacturer on Mr. [redacted]’s behalf and was informed that the technician successfully repaired Mr. [redacted]’s washer.   We have no further records showing that Mr. [redacted] has contacted us regarding additional repair needs since his washer was serviced by the manufacturer. We attempted to contact Mr. [redacted] on 5/4/17 and 5/5/17 to verify the serial number listed on his washer but have been unsuccessful.   At this time Mr. [redacted]’s washer does not meet the qualification for an exchange. If Mr. [redacted] is in need of service, he may contact our Service Department at 1-855-266-6349 or contact [redacted] directly at 1-800-726-7864.   Conn’s values Mr. [redacted] as a customer and appreciates him for bringing his concerns to our attention.

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.  
You're disregarding what my previous message states. You're right the rebates are internal information of Conn's, and what your provided does not reflect my payments.
Regards,

Thank you for the opportunity to respond Mrs. [redacted]’s complaint regarding a purchase under the name [redacted].  Our records show on 6/29/16, Mrs. [redacted] purchased a ** high-efficiency washer with a 24-month Repair Service Agreement, a ** high-efficiency electric dryer that came...

with a limited 1-year manufacturer’s warranty, a ** side by side refrigerator with a 24-month Repair Service Agreement, a ** dishwasher that came with a limited 1-year manufacturer’s warranty, a ** OTR microwave that also came with a limited 1-year manufacturer’s warranty, and accessories.  Mr. [redacted] received a copy of Conn’s Return & Exchange Policy at the time of purchase.  Our Return & Exchange Policy state: 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 orConn's RSA, Conn's Factory Authorized Service will repair your product according to these warranties. Mr. [redacted] received all items on 7/03/16. We researched Mrs. [redacted]’s complaint and found that Mr. [redacted] contacted us on 9/02/16 regarding his dishwasher; stating the unit was displaying error code “AE”.  A service call was scheduled, however we were later contacted on 9/07/16 and advised that service was no longer needed.  On 10/19/16, Mr. [redacted] contacted us regarding his washer; stating the unit was leaking.  A service call was scheduled; during the inspection the technician found parts needed to be replaced.  On 11/03/16, the technician completed Mr. [redacted]’s repairs; by replacing the door gasket.  On 12/13/16, Mr. [redacted] contacted us regarding his washer and dishwasher; stating the washer was leaking and the dishwasher was making a loud noise.  A new service call was scheduled; during the inspection the technician found parts needed to be replaced on the washer and dishwasher.  On 1/13/17, the technician completed the repairs on Mr. [redacted]’s washer; he stalled a new clamp ASM, gasket, and clamp assembly.  On 1/18/17, the technician completed the repairs to Mr. [redacted]’s dishwasher by installing a new case ASM, sump ASM, and casing ASM.  The technician’s service reports were signed off on acknowledging that all repairs were performed and in a manner satisfactory of the consumer.  After further review, we found Mrs. [redacted] contacted our service department on 1/25/17 (7-days after the last repair was complete); stating she had property damage and requested to have a new service order scheduled. Mrs. [redacted] also stated that the dishwasher was not installed correctly and the unit was not aligned; which was caused by the last technician that assessed her unit. Conn’s has agreed to send out a technician to re-assess Mrs. [redacted]’s dishwasher at her earliest convenience.  Although we are unable to honor Mrs. [redacted]’s request to return her merchandise, we will continue with any covered repair needs. If we may be of further assistance, Mrs. [redacted] may contact our Customer Service Department at 1-877-358-1252. Kind regards, Dyeisha [redacted]

Thank you for the
opportunity to respond to **. [redacted]’s complaint. Our records show on 1/23/14,
**. [redacted] purchased a [redacted] 55” [redacted] TV with a 49-month Repair Service
Agreement/ Accidental Plan which was financed on Conn’s Credit.
 We reviewed **. [redacted]’s
complaint and found on...

5/13/14, he contacted our Service Department stating the
screen on his television was cracked which may have been caused by his pet.
Based on **. [redacted]’s description regarding the damages, Conn’s approved an
exchange on 5/20/14 under the Terms and Condition of the RSA/ Accidental Plan. As
stated in the Terms and Condition of the RSA/ Accidental Plan once a product
has been replaced, the obligations shall be fully satisfied.
 Our records show we no
longer had the same model **. [redacted] originally purchased therefore; he was
approved for an in-store credit to re-select a different television for up to $1299.99
which is the original amount he paid. We show on 5/22/14, **. [redacted] re-selected
a [redacted] 65” Smart TV on invoice ([redacted])
for $1997.88 and elected to purchase additional coverage for $419.99
totaling $2635.48 with taxes. The approved credit of $1299.99 plus tax
($1416.98) was used towards the new television purchase which left a remaining
balance of $1218.50 (the difference in price for the television and warranty)
that was financed on a separate account however; **. [redacted] still had a
remaining balance on his original account. **. [redacted] was not charged the $1299.99
($1416.98 with taxes) because it was originally financed during his initial
purchase on 1/23/14. Our records show **. [redacted] signed a new invoice and
contract acknowledging he was aware of the product and charges associated with
his purchase.
 At this time we are
unable to honor **. [redacted]’s request; he signed his contract and invoice acknowledging
he was aware of the charges and is responsible for both accounts. **. [redacted] may
cancel the insurance on his account by faxing a copy his homeowner’s or
renter’s insurance declaration page to [redacted]. Although **. [redacted] original
warranty coverage has been satisfied he may still cancel the coverage on his
new television if he desires.  **. [redacted]
will need to submit his request in writing to [redacted].
 We have included
supporting documents with our response.
 If we may be of further
assistance, **. [redacted] may contact Customer Service at [redacted].
 Kind regards,
 [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 would accept the offer if it included the refund of $167.34 that I was entitled to on November 25, 2015 for overpaying.The cash option was 3049.06 if paid in full within 12 monthsI payed 161.10 for four months totaling $644.40I received two charges totaling $10 on 11.23.2015Then on 11.25.2015 I payed  $2582.00 leaving a balance of $167.34

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,
The problem has  not been resolved . They showed up on the 28th of December and had the wrong part. As of 1/9 I have not received the part or heard from anyone on this matter.

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 want to have a new contract mailed to me when the process is complete along with some sort of discount for all the harassing texts and calls to my job and home asking for a past due payment on my accounts when I have called numerous times to let them know my accounts were in the process of being combined. In addition the unauthorized credit pull was done at the local lubbock texas store. I never authorized the credit pull I was only asking about my accounts and the next thing I know I have an alert on my Equifax showing a new credit inquiry from conns . This needs to be deleted.[redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’ complaint.  Our records show on 5/13/16, Mrs. [redacted] purchased a [redacted] high-efficiency top load washer and a top load electric dryer that came with a limited 1-year manufacturer’s warranty on both units; no additional RSA...

coverage was purchased through Conn’s.  Mrs. [redacted] was provided a copy of Conn’s Return & Exchange Policy at the time of purchase which 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.  Mrs. [redacted] elected to have her washer and dryer delivered; which was completed on 6/03/16. We researched Mrs. [redacted]’ complaint and found she contacted us on 6/05/16 regarding her dryer; stating the unit was making a loud noise.  Mrs. [redacted] was redirected to delivery since her dryer was delivered two days prior.  An appointment was scheduled; during the inspection the delivery team was found to be working up to the manufacturer’s specifications.  The associate was unable to duplicate the problem Mrs. [redacted] had experienced.  After further review we did not find where Mrs. [redacted] contacted us after the inspection was completed.  We attempted to contact Mrs. [redacted] on 6/15/16 on three separate occasions to schedule a new appointment to inspect her dryer; however we were unsuccessful in our attempts.  A message was left for Mrs. [redacted] to return the call.  We ask that Mrs. [redacted] contact us directly at 1-866-765-1513 for further assistance. Kind regards,  Jana A[redacted]

Thank you for the opportunity to respond to [redacted]’s
complaint. Our records show on **/**/14; [redacted] purchased the [redacted] furniture set which consist of four pieces (sofa, loveseat and two
recliners) with a 48-month FurnitureGrad Plan, a 65” LG television with a
49-month...

Repair Service Agreement Plan and received a free 32” LG television
with his qualified purchased.
 
We received [redacted]’s complaint and found we attempted to
delivery his furniture set on four separate occasions however; each time the
units were damaged upon delivery. Conn’s agreed to return the complete
furniture set and issue a full refund to his ** account. On [redacted]/14; we
submitted a request to process a credit in the amount of $4167.54 to [redacted]’s ** account.
 
At this time we are unable to honor [redacted]’s request to void
his current GE contract; we have submitted a request to have the refund credited
towards his account. [redacted] may also contact [redacted] with any questions regarding his account. We sincerely apologize
for any inconvenience [redacted] experienced during this process.
 
If we may be of further assistance, [redacted] may contact us at [redacted].
 
 
Sincerely,
 
[redacted]

Thank you for
the opportunity to respond to Ms. [redacted]’ concerns regarding a delivery
fee.  Ms. [redacted] stated she saw an
advertisement for free delivery; however, she was charged for delivery.
 
Conn’s would
like to thank Ms. [redacted] for bringing this matter to our...

attention.  It has been corrected and we have refunded
Ms. [redacted] delivery fee of $79.99 plus tax. 
Ms. [redacted] will receive her refund check in the mail within 7-14
business days. 
 
Conn’s values Ms. [redacted] as a customer and
sincerely apologizes for any inconvenience she has experienced due to this
matterThank you,Cheryle [redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint. We were unable to locate Mrs. [redacted]’s account with the information provided. We attempted to contact Mrs. [redacted] on 3/22/17 and 3/23/17 to discuss her concerns but were unsuccessful and left a voice message to return our call. Mrs....

[redacted] may contact us at 1-866-765-1513 for further assistance.   Kind regards, Dyeisha W[redacted]Customer Relations 1-866-765-1513

Thank you for the opportunity to respond Ms. [redacted] concerns regarding account [redacted]. Ms. [redacted] stated she is owed a refund of $350.04.   According to our records, on January 26, 2017, Ms. [redacted] scheduled a payment in the amount of $350.04 to post to her account on February...

24, 2017 as part of a settlement agreement.  On March 20, 2017 the payment in the amount of $350.04 was refunded to Ms. [redacted] card.  WE have included a copy of Ms. [redacted] payment history and payment cancellation confirmation for her records.   If Ms. [redacted] has not received the payment refund, she will need to contact her financial institution.   Conn’s appreciates Ms. [redacted] for bringing her concerns to our attention.

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 issues I have is the refund process. Is it 30 business days from Decemeber 7, 2016 or when? An exact date needs to be sent to me on when I should expect this refund. 30 business days is unacceptable.Secondly, I would like a letter from Conn's on their letter head in regards of the marks being removed from my credit report. This way , when I go to review my credit report and these things have not been removed, I have proof that Conn's was suppose to remove them and take further action.They were marked on my report quickly but take longer to remove. This is unacceptable and my request needs to be met for my records.
Regards,

Thank you for
the opportunity to respond to [redacted] concerns regarding telephone calls
placed to [redacted].
 
According to
our records we placed telephone number [redacted] as a “do not use” number
associated with your account on October 6, 2014.  Our records do...

not indicate any additional
calls were placed to telephone number [redacted] after October 8, 2014. 
 
We received an
inbound call from telephone number [redacted]; however, the caller did not
identify herself or give any information.
 
We value [redacted] as a customer and appreciate her bringing her concerns to our attention.
 Thank you,[redacted]

Thank you for the opportunity to respond to Mr.  [redacted]’s complaint.  Our records indicate that on 6/5/16 Mr.  [redacted] purchased a [redacted] 65" SUHD 4K with a 36-month Repair  Service Agreement,  [redacted] Smart Curved 40" Full HD 1080p Flat TV , a Bose...

Corporation Sound Touch 130, and two Z-Line Design Hd Mount Kits all with an included one year manufacturer’s warranty totaling $ 6245.97.   Mr.  [redacted] received a copy of the Return and Exchange Policy at the time of purchase.  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.   Mr.  [redacted] also signed his invoice acknowledging that he received a copy of the Return and Exchange policy. On 6/5/16 Mr. [redacted]’s electronics were picked up at Houston, TX store location 078.  After reviewing Mr. [redacted]’s complaint we show he contacted us on 6/19/16 stating that she receives an error message when she connects his sound bar. After trouble shooting it was determined the product qualified for replacement through the manufacturer’s warranty and he was made aware. On 6/21/16 Mr. [redacted] was approved to use exchange amount as a store credit to reselect anything. Due to the product only having manufacturer’s warranty we can only allow an exchange; no refunds are allowed through the mfg’s warranty exchanges.  As a gesture of goodwill , due to the product failing withing 72 hours, Conn's has agreed to honor Mr. [redacted] request to have the exchange amount credited to  his account. Mr. [redacted]  has been made aware and Conn's will follow up with him once the credit has posted to his account.  If we may be of further assistance, Mr.  [redacted]  may contact our Customer Service Department at1-877-358-1252.  Kind regards, Kristal [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.  While the company has ersponsed after my continued calls and finally having direct contact with [redacted]...I am awaiting the completion of the contracts merger before I can call this case resolved.  Saying it is in process is the same responses I had before then it cancelled.  Once I have a new contract with a new payment and payment coupons...I THEN will consider this clase closed but not until then..]Regards,
[redacted]

Thank you for
the opportunity to respond to Mr. [redacted]’ concerns regarding account
[redacted].  Mr. [redacted] stated we debited
his checking account for a payment he did not authorize.  He would like the NSF fees reimbursed to him.
 
According to
our records, Mr. [redacted]...

scheduled a payment through our Conn’s webpay service
on August 22, 2015 to post to his account on August 28, 2015.  On September 1, 2015, Mr. [redacted] scheduled
another payment to post to his account for that date.  Both payments posted to the account were
scheduled by Mr. [redacted].  We have
included copies of his payment confirmations for his records. 
 
Conn’s
respectfully disagrees that we posted the payments without your permission, as
Conn’s employees do not have access to customers’ webpay services.  We are in the process of refunding one payment
of $150.46 as requested by Mr. [redacted]; however, he will need to contact his financial
institution regarding any NSF fees he may have received due to the payment
processing.  We ask that Mr. [redacted]
please allow 14-21 business days for the payment refund to process. 
 
We value Mr.
[redacted] as a customer and appreciate him for bringing his concerns to our
attention.  Thank you,Cheryle [redacted]