Conn's Home Plus

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 problem with Conn's is that NO ONE RESPONDS or answers any questions and until a formal complaint is made through the Revdex.com. No one takes responsibility for anything. I am a consumer and I have just spent a lot of money at your store and to be treated this way is ridiculous and having to force it out of you for a response.  If you wish to retain me as customer, your customer service needs to improve, your response time needs to improve, and your associates respect toward your customers need to improve.I want a formal apology in writing .
Regards,

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint.  We researched Mrs. [redacted]’s complaint and found her issue has been addressed.  Our records show Mrs. [redacted] was contacted on 3/03/16 and a mutual agreement was reached; Conn’s agreed to exchange her...

furniture and Mrs. [redacted] was advised she would be responsible for the storage drawer.  Again, we sincerely apologize to Mrs. [redacted] for any inconvenience she experienced during this process.    If we may be of further assistance, Mrs. [redacted] may contact Customer Service Department at 1-877-358-1252. Kind regards,  Jana [redacted]

Thank you again for the opportunity to respond to Mr. [redacted]'s concerns regarding collection calls he has received.The telephone number Mr. [redacted] provided in his original complaint, [redacted], could not be located in our system; however, we placed a cease and desist on the telephone number as requested by Mr. [redacted].  We ask that Mr. [redacted] please allow up to 24- hours for the cease and desist to process.  If Mr. [redacted] receives any additional calls after the 24 hour period, we ask that he contact us directly so we may further assist him.  Thank you, Cheryle [redacted]

Thank you for the opportunity to respond to Mrs. [redacted] concerns regarding her account.  Mrs. [redacted] is currently being represented by an attorney; therefore, we can only communicate with Mrs. [redacted] attorney at this time. Thank you, Cheryle S[redacted]

Thank you for the opportunity to respond to Mr. [redacted]’s
complaint.  We appreciate Mr. [redacted] for bringing his concerns to our
attention.  After researching the matter
we found at the time of purchase Mr. [redacted]’s RSA & ACCIDENTAL DAMAGE terms
stated the replacement product will continue...

to be covered by the agreement;
however should FWSC replace your covered product as the result of accidental
damage, FWSC shall have no further obligations for the replacement
product.  We have reviewed Mr. [redacted]’s
service report and found the replacement was not the result of an accident
therefore, his coverage will continue on to his new tablet.
Mr. [redacted] has been contacted and is aware of the corrections and a
copy of his invoice has been mailed to the address on file.
If we may be of further assistance, Mr. [redacted] may contact our
Customer Service department at 1-877-358-1252.
 
Kind regards,
 
 
Kathryn J[redacted]

Thank
you for the opportunity to respond to Mrs. [redacted]s complaint. Our records
show on 4/11/13, Mrs. [redacted] purchased a [redacted] Side-by-Side refrigerator
which...

came with a 1-year limited manufacturer’s warranty that expired on 4/12/14;
Mrs. [redacted] did not elect to purchase additional coverage.
Our
records show Mrs. [redacted] contacted Conn’s Service Department on three
separate occasions (11/25/13, 1/17/14 and 2/12/14) stating her refrigerator was
freezing up and making a loud noise.
·        
On 11/27/13; the technician found
the unit was not set on the proper settings which caused ice to build on the
fan motor. The technician cleared the ice and tested the unit; united tested
ok.
·        
On 1/21//14; the technician replaced
the front and rear ASM multi-freeze cover and front ASM evaporator cover.
·        
On 3/3/14 (requested repair date); the
technician replaced the ASM case lever dispenser and ice tray bucket. The
technician tested the unit and the unit tested ok.
We
have no records that Mrs. [redacted] contacted our service department regarding
any further issues she was experiencing with her refrigerator since her repairs
were complete on 3/3/14 or prior to the warranty expiring on 4/12/14. Our
records show Mrs. [redacted] contact our customer service department on 2/18/15
stating the refrigerator was not cooling and the freezer was not freezing. Mrs.
Ettinoffe was advised her refrigerator did not qualify for an exchange and she
would be responsible for any out-of-pocket expenses to have a technician assess/repair
the refrigerator due to the warranty expired on her unit on 4/12/14. If Mrs.
Ettinoffe would like to have a Conn’s technician assess her refrigerator, she
may contact our service department at 1-855-266-6349
If
we may be of further assistance, Mrs. [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. [redacted] information has been forwarded to the correct department to begin a claim regarding her concerns. [redacted] has been contacted and made aware that a certified contractor will contact her to schedule an appointment...

to assess the reported damages. Once the contractor makes the assessment, we can determine what further actions are required. We sincerely apologize for any inconvenience [redacted] experienced during this process. If we may be of further assistance, [redacted] may contact our Customer Service department at [redacted]. Kind regards,  Dyeisha W[redacted]Customer Relations

Thank you for the opportunity to respond to Mr. [redacted] complaint. Our records show Mr. [redacted] was approved for an exchange and re-selected a Whirlpool French Door refrigerator which was delivered on September 7, 2016. After further researching Mr. [redacted] complaint we found that his issue...

has been addressed. Our records show we delivered Mr. [redacted] a new refrigerator on November 5, 2016 in good order.   We appreciate Mr. [redacted] for bringing this matter to our attention and we sincerely apologize for any inconvenience experienced as a result of the delay.   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 Mr. [redacted]’ complaint. Our records show on 11/30/13,
Mr. [redacted] purchased a 70” Sharp 3D Smart television with a 1-year limited
manufacturer’s warranty.
We received Mr.
[redacted]’ complaint and found on 12/23/14; we received an approved...

authorized
from the manufacturer to exchange Mr. [redacted] television for up to $2999.99
which is the original amount he paid. Our records show Mr. [redacted] re-selected a
65” Samsung 4K Smart television for $2199.99 and received delivery in good
order on 12/26/14.  Conn’s agreed to
refund Mr. [redacted] for the difference in price for the television he re-selected,
a check was mailed on 12/31/2014 to the address we have on file. 
 If we may be of further assistance, Mr. [redacted]
may contact us at 1-877-358-1252.
 
Sincerely,
 
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 company Conns, Is still lying their as off. I stick by my original complain. The company failed to give me a signed contract and any signed paper agree to a 15 % restocking charge, I asked to take this TV back within the 30 day policy but the company said it would cost me $450.00 out of my pocket to return the TV, But the company never showed me any paperwork where I agreed to that charge. To this writing the company has finally given me a contract on 2/18/17. but there was no signed paper in that contract saying I agreed to a 15 % restocking charge if returned within the 30 day period. this company is a fraud, liars, and it's the Revdex.com 's requirement to inform the people about this company's fraud activities and business practices. I will only accept an unconditional allow of returning this TV and cancelling all contracts with this company.
Regards,
Jonathan [redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint. Our records show on 4/18/16, Mrs. [redacted] purchased a [redacted] dishwasher and elected to purchase a 48-month Repair Service Agreement Plan. We researched Mrs. [redacted]’s service history and found that she was approved for an...

exchange on 1/12/17 due to the service delay. Our records show on 1/16/17, Mrs. [redacted] received a new [redacted] dishwasher in good order. We sincerely apologize for any inconvenience Mrs. [redacted] may have experienced as a result of the delay. Although we are unable to refund Mrs. [redacted]’s service agreement and continue with warranty coverage; she may cancel her warranty at anytime to receive a pro-rated refund. If we may be of further assistance, Mrs. [redacted] may contact us at 1-877-325-1252. Kind regards, Dyeisha W[redacted]

Thank you for
the opportunity to respond to Mrs. [redacted]’s complaint. Our records show on [redacted],
Mrs. [redacted] purchased an [redacted] laptop...

with a 37-month Repair Service Agreement
Plan.
We received
Mrs. [redacted]’s complaint and found she returned to the store stating the DVD
player on the laptop was not working properly. We contacted the department
manager located on [redacted] who assisted Mrs.
[redacted] upon return and was informed that the DVD was functioning correctly
when tested in the store however; Mrs. [redacted] expressed that she was not
satisfied with Windows 8 and wanted to return the laptop. As listed on the
Return and Exchange Policy Mrs. [redacted] receive at the time of purchase, there
is a 15% restocking fee on all merchandise unless the merchandise has
completely failed within 72 hours from the date of purchase.
At this time we
are unable to honor Mrs. [redacted]’s request to refund her restocking fee of
$94.49 due to no functional failure was found.
If we may be of
further assistance, Mrs. [redacted] may contact us at ###-###-####.
 
[redacted]

Thank you for
the opportunity to respond to Mr. [redacted]’s concerns regarding account
#[redacted].  Mr. [redacted] stated the
account should be closed and it is not.
 
According to
our records, Mr. [redacted]’s account is closed with a zero balance.  We have attached a copy of...

his payment
history for his records. 
 
We value Mr.
[redacted] as a customer and appreciate him bringing his concerns to our
attention. Thank you,Cheryle [redacted]

Thank you for the opportunity to respond to Mr. [redacted] concerns regarding accounts [redacted] and [redacted].  Mr. [redacted] stated he thought his accounts were supposed to be combined.    According to our records, Mr. [redacted] signed a 30-month retail installment contract on June...

29, 2014.  That contract created account [redacted]1530.  On September 6, 2015 Mr. [redacted] signed a second 30-month retail installment contract creating account [redacted].  Mr. [redacted] accounts could not be combined at the time of his second purchase because account [redacted] was on a regular installment contract and account [redacted] included our 12-month no-interest financing promotion (“cash-option”).  We have attached copies of Mr. [redacted] signed retail installment contracts showing the accounts were not combined at the time of purchase.    We are obligated to report factual information to the credit bureaus and are unable to remove the negative credit marks assessed on account [redacted] due to payments not being made timely.  Conn’s made several attempts to contact Mr. [redacted] regarding the past due balance owed on account [redacted] but we were unable to reach him.  Additionally, several letters were mailed to Mr. [redacted] address regarding the past due balance owed on the account.    Conn’s values Mr. [redacted] as a customer and appreciates him for bringing his concerns to our attention.   Thank you, Cheryle [redacted]

Thank you for the opportunity to respond to [redacted].
[redacted]’s
complaint. Our records show on [redacted] purchased a [redacted]
Side-by-Side refrigerator with a...

48-month Repair Service Agreement Plan.
 After further review of [redacted].
[redacted]’s service history, we show she contacted our service department on two
separate occasions regarding repairs on her refrigerator. On [redacted].
[redacted]’s called for service stating the refrigerator was not dispensing ice. A
service appointment was originally scheduled on [redacted] however; [redacted]
rescheduled her appointment for [redacted]. The technician replaced the icemaker
and tested the unit, unit tested ok. On [redacted] called for service
stating the refrigerator was not cooling. A service appointment was originally
scheduled on [redacted] however; [redacted] requested the technician to come to
her residence after 3pm but the technician was unable to commit to the time frame
therefore, [redacted]’s appointment was re-scheduled for [redacted]. During
inspection, the technician found [redacted]’s refrigerator was on demo mode
and reset the unit back to manufacture specifications.
 At this time [redacted]’s
refrigerator does not meet the qualification for exchange/return. Although the
Repair Service Agreement only covers the cost of food for functional failures,
as a gesture of goodwill we will submit a concession for $[redacted] which is the
maximum given for a food lost claim; please allow 7-10 business days to
receive. We sincerely apologize for any inconvenience [redacted] experienced
as a result of service delay.
 If we may be of further assistance, [redacted] may contact customer
service at [redacted].
 
 
Kind regards,

Thank you for the opportunity to respond to Mr. [redacted]’s complaint. Our records show on5/30/15, Mr. [redacted] l purchased a ** French Door refrigerator which comes with a 1-year limited manufacturer’s warranty which expired on 5/31/16; no additional coverage was purchased with Conn’s. Mr....

[redacted]’s refrigerator was delivered and received in good order on 6/1/15. We researched Mr. [redacted]’s complaint and found he has one completed service call  with Conn’s dated 1/13/16 due the refrigerator displayed an error code and was not dispensing water or ice. The technician replaced the duct assembly to complete repairs and reported the unit was working up to manufacturer specifications. Our records show Mr. [redacted] contacted our service department again on 5/31/16 for repairs however; he was informed that the manufacturer’s warranty expired on 5/31/16 and he would be responsible for any out-of-pocket expense. Mr. [redacted] expressed his dissatisfaction stating he should not have to pay for further service since his last repair was completed less than six months ago. Mr. [redacted] was made aware that Conn’s will warranty service for 30 days from the last completed service calls and the manufacture warranty parts for up to 90-days. Mr. [redacted] was also contacted by our Helpdesk department and offered the option to waive the required trip fee to assess the unit but would be required to pay any parts and labor fee. However; Mrs. [redacted] declined the offer stating he would not pay the additional fees for parts and labor. Although we are unable to honor Mr. [redacted]’s request to repair the unit free of charge; Conn’s is willing to waive the trip fee and send a technician out to assess his repair needs. However; Mr. [redacted] will still be responsible for any out-of-pocket fees for parts and labor. Mr. [redacted] may contact our service department at 1-866-266-6349 to schedule an appointment; this offer will expire within 7-10 business days.. 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] concerns regarding account
#[redacted]  [redacted] stated she was
offered extensions on her account and we need to honor them and remove the late
fees on her account.
 
According to
our records and recorded calls,...

[redacted] agreed to have us process payment
extensions on her account to help bring her account current on July 16,
2014.  The payment in the amount of
$40.11 was scheduled to process on July 29, 2014 so we could process the
extensions.  That payment was declined by
[redacted] financial institution; therefore, the extensions could not be
processed. 
 
When we were
unable to process the extensions, [redacted] account backdated to May 5,
2014 which was the original due date before we offered the extensions. 
 
[redacted]
made a payment in the amount of $91.42 on August 1, 2014.  This payment paid May, June and July.  [redacted] made a payment in the amount of $33.73
on August 30, 2014.  This payment paid
for August.  [redacted] then made a
payment on November 2, 2014, which paid September’s payment.  The last payment that was received on the
account was on November 1, 2014 which covered October’s payment. 
 
As of December
16, 2014 the payoff amount on [redacted] account is $307.07.  This includes a past due amount of
$69.15.  Please note the payoff amount
can update daily.  If [redacted] would
like to pay the account balance in full, we ask that she call the day she plans
to submit the payment for an up-to-date payoff quote.
 
We value [redacted] as a customer and appreciate her bringing her concerns to our attention.
  Thank you,Cheryle S[redacted]

Thank you for the opportunity to respond to Mr. [redacted]’s complaint.  As stated in our previous response: upon inspection, the serviceman found that the leather is peeling on both units. Mr. [redacted]'s furniture was purchased in August of 2013, at that time the FurnitureGard Plan purchased for his furniture did not cover cracking and peeling. Mr. [redacted] has been advised there are no structural damages to his furniture. We show that the technician stated that Mr. [redacted] advised him to state the product could not be repaired. Please review previous attached pictures showing where the leather is cracking and peeling, which is considered cosmetic damage.  We are unable to continue with repairs on his furniture.  Mr. [redacted] has been provided a copy of the terms and conditions of his FurnitureGard Plan for further review.    Kind regards, Kristal [redacted]

Thank you again for the opportunity to respond to Mrs. [redacted]' concerns regarding account #[redacted].  As a one-time offer and a good-will gesture, we are processing a goodwill due date change to bring Mr. [redacted]' account current due to the confusion regarding the account.  We value Mr. and Mrs. [redacted] as customers and apologize for any inconvenience they have experienced due to this matter.  If Mr. or Mrs. [redacted] have any additional concerns or questions we ask that they contact us directly. Thank you, Cheryle S[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
[Provide details of why you are not satisfied with Ithis resolution.]
I dont accept this solution. [redacted] required me to pay the difference in the ineffective dryer and the replacement dryer. I paid $** with no warranty. They wouldnt honor the warranty I had left on the defective dryer. They also wouldn't allow me to use the [redacted] gift card they mailed me. These gift cards expired in [redacted]. They dont communicate well, have poor management and didnt try to assist me in a timely manner. They also wouldnt honor my warranty or  try to help me since I was without a dryer for 2 months. I should be compensated for going to the laundromat and my account should be paid off. [redacted] is a con and I never should have stepped foot in their doors
Regards,