Conn's Home Plus

Thank
you for the opportunity to respond to Mr. [redacted] additional comments.  We would like to apologize to Mr. [redacted] for the lack of communication and service delay he experienced. 
We received Mr. [redacted] Revdex.com complaint on 9/29/14; however his exchange had already been processed on 9/26/14 due to the 30-day service repair
delay.  We appreciate Mr. [redacted] for bringing his concerns to our attention
this matter was discussed with the people involved to ensure it is not repeated.  
 If
we may be of further assistance, Mr. [redacted] may contact Customer Service
Department at [redacted]
 Kind
regards,
 
[redacted]

Thank you for the opportunity to respond to [redacted] complaint. Our records show on 3/28/15,
[redacted] purchased a [redacted] washer and dryer as well as the [redacted]...

[redacted] dinning set which consist of five pieces (table and four chairs)
all with a 1-year limited manufacturer’s warranty. [redacted] delivery was
scheduled on 3/30/15; [redacted] signed his delivery ticket acknowledging all
products were received in good order except for the stack kit which was not
compatible with the washer and dryer he purchased. The correct stack kit was
delivered on 4/3/15 and Conn’s delivery team was able to successfully connected
the washer and dryer.
 
We
reviewed [redacted] complaint and found he did contact our Customer Service
Department the same day of delivery (3/30/15) regarding the incorrect stack kit
that was received however; there was no mentioned of any issue [redacted] was
experiencing with his dining table. We contacted the store manager located in
[redacted], ** and were advised that [redacted] did inform him of an issue he was
experiencing with his table when he returned to the store to re-sign his
contract. The store manager submitted [redacted] information for review for a
possible exchange however; the exchange request was denied due to the issue was
not reported within the 24-hour time frame and would require a serviceman to
inspect the unit for defects. We were also informed that [redacted] contacted
the store location 2-week after delivery requesting to return all products and
was advised that he could return the washer and dryer within 30-day with the
required 15% restocking fee however; Conn’s has a No Return/Exchange policy on
all furniture.
 
Although
we are unable to honor [redacted] request to return all merchandise without
the required 15% restocking fee; Conn’s is willing to extend the option to
return/exchange his washer and dryer for an additional 14-days from the date of
this response (4/15/15); No Return/Exchange on furniture. If [redacted] is
need of service he may contact our service department at [redacted] to
schedule an appointment to have a serviceman assess his table. Our records show
as of 4/14/15, [redacted] account has been credited the delivery fee of
$139.99; no additional credit is owed at this time.
 
 
 
 
If we may be of further assistance, [redacted]
may contact Customer Service at [redacted]
 
 
Kind
regards,
 
[redacted]

Thank you for the
opportunity to respond to Mr. [redacted]’s complaint. Our records show on 10/12/13;
Mr. [redacted] purchased a ** washer and dryer both with a 24-month Repair Service
Agreement Plan.
Our records show Mr.
[redacted] contacted our service department on 11/19/14 stating his washer was...

not
dispensing the correct amount of water and water level was too low. A service
call was scheduled for 11/26/14; upon inspection the technician found parts
were needed to complete repairs. We show parts were scheduled to arrive on
12/05/14 however; there was a delay from the manufacture receiving one of the
parts needed to complete repairs. We attempted to locate the part in surrounding
areas however; we were unsuccessful in our attempts. We were notified by the
manufacture that the part needed for repair was on back order until January
2015. Once we received notification regarding the pat delay we submitted a
request to exchange Mr. [redacted]’s washer. On 12/19/14; Conn’s approved Mr.
[redacted] to re-select a new washer in the amount of $599.97 which was the
original amount paid. Our records show on 12/19/14; Mr. [redacted] re-selected
another ** washer for $699.99 and received delivery in good order on 12/20/14.
Although we are
unable to honor Mr. [redacted]’s request to pay off his remaining account balance,
Conn’s has submitted a $50.00 concession to his account due to the service
delay. We sincerely apologize for the inconvenience Mr. [redacted] experienced
during this process.
If we may be of
further assistance, Mr. [redacted] may contact us at [redacted]
 
Sincerely,
 
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,
I have been denied credit when trying to refinance for a home equity loan.  I closed and paid off 2 other accounts this past Early September this was done in timely fashion without any problems.  The only account that remains and is very very slow to update still showing I own $2114.00 since August 14, 2015 was the last update...still showing open is Conn's Appliance on all (3) credit bureaus.   I have spoken to [redacted] and [redacted]. They have sent Conn's Appliance a dispute letter to confirm the account is close and paid in full.   [redacted] has explained to me, Conn's has not replied back in which they would update my credit report. Waiting 30 to 60 day to reflect my report to close on an account already closed is unacceptible.  I demand my credit report reflect a true representation when I apply for credit.  Being Denied a Home Equity loan...has occured due my credit report not being accurate.    
[redacted]/ Consumer

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint. Our records show on 12/24/16, Mr. [redacted] purchased the [redacted] Reclining sofa and loveseat and elected to purchase a 36-month FurnitureGard Plan. We show Mr. [redacted]’s furniture was delivered and signed...

acknowledging the items were received in good order on 1/21/17. We researched Mrs. [redacted]’s complaint and found that she contacted our service department on 1/24/17 stating both the sofa and loveseat is coming apart at the seams. A service appointment was scheduled for 2/02/17; during the inspection the serviceman found the seam on the console starting to separate as well as the seat casing on the sofa. The serviceman was able to hand stitch the seams on both units to complete the repairs. Our records show Mrs. [redacted] contacted service again on 3/10/17 regarding the same issue on both units and was scheduled for inspection on 3/18/17. During the inspection the serviceman found the stitching tearing on the center and cushion covers of both units. Mrs. [redacted] was contacted on 3/23/17 and advised that both units were approved for an exchange. Our records show on 3/25/17, a new sofa and loveseat was delivered and signed acknowledging the items were received in good order; no issues were reported. We show Mrs. [redacted] contacted our customer service department on3/27/17 stating that the stitching on the new furniture received is also coming undone and requested an exchange for a different set. Conn’s approved an in-store credit to re-select two furniture pieces up to the original amount paid ($899.99 and $879.99). However; Mr. [redacted] stated he was unable to find a different unit within the price range and did not want to pay the difference for a new set. Therefore; an even exchange was created to have the items re-delivered on 4/6/17. During delivery; both furniture pieces were damaged and refused at the time of delivery.  Although we are unable to honor Mrs. [redacted]’s request to return the furniture and received a refund; Conn's has agreed to issue a in-store credit to re-select any items in store for up to the original amount paid ($899.99 and $879.99). Mr. [redacted] may visit his nearest Conn's to initiate the approved exchange. If we may be of further assistance, Mr. or Mrs. [redacted] may contact Customer Service at 1-877-358-1252  Kind regards, Dyeisha [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 all your help I have already gone to store and everything has been resolved.  [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 am well aware of the "timeline" of the series of events. My acceptance of the mentioned items were after the conversation had on their recorded line with customer service which I queried and stated if I can not return the items as per our conversation, I did not want the items even delivered  to my home. I acknowledged the disclosure on the contract sleeve and mentioned my confusion due to the contradicted response from Conns customer service rep. This warranted my request to have the audio pulled. I did tell the delivery person the hutch electrical connection was not in working order. After he checked, he himself called the warehouse to report the product malfunction.
I do not accept the response from Conns and respectfully request yet again to have it removed from my home and my contract.
Regards,
[redacted]

Thank you for the opportunity to respond to [redacted].
[redacted]’s additional comments. [redacted] was contacted and made aware that
her service appointment was re-scheduled for [redacted] between 1:30–3:30 pm. It
is [redacted]’s responsibility to have an adult present at the time of the
schedule service appointment. During the service appointment, the serviceman
notated that all chairs that was reported damaged were repaired and the sofa
was up to manufacturer’s specification; however the loveseat needed to be
exchanged.
 Since [redacted]’s last dispute received on
[redacted]; we submitted her concerns to upper management for further review. As a
gesture of goodwill, Conn’s has agreed to the following terms:
1.   
[redacted] may receive an even exchange on all
three furniture pieces (sofa, loveseat and wedge) or;
2.   
[redacted] may receive an exchange under the
Terms and Conditions of her FurnitureGard Plan and we will issue an in-store
credit to re-select three different furniture pieces. However; if [redacted]
elects to use her FurnitureGard Plan to re-select, the warranty will be
considered fulfilled and additional coverage will need to be purchased on her
new items. Please be mindful this exchange offer will expire on [redacted]; if an
exchange is not initiated by the approved time-frame given the exchange
approval will be voided.
 
At this time [redacted]’s chairs does not meet
the qualification for an exchange under the Terms and Conditions of the
manufacturer’s warranty. If [redacted] is in need of service on her chairs,
she may contact our Service Department at [redacted].
 
[redacted] may contact us directly at
[redacted] with her discussion regarding the following options to proceed
with the exchange.
 
 
Kind
regards,
 
[redacted]

Thank you for the opportunity to respond
to [redacted] complaint. Our records show on 7/5/13, [redacted]
purchased a [redacted] refrigerator with a 48-month Repair Service
Agreement Plan.
 
After reviewing [redacted]
service history we found, [redacted]...

[redacted] contacted us on 5/7/15, stating her
refrigerator was not cooling.  We found there
was a delay obtaining the necessary parts needed to repair [redacted]’s
refrigerator.  However, the parts were
received on 5/26/15 and a service call was completed on 5/29/15. The technician
tested the refrigerator and everything tested ok.  Our records show another service call was
set-up on 6/7/15 and scheduled for 6/9/15; upon inspection the technician found
the refrigerator was not cooling.  The
technician submitted an exchange request which was approved the following
day.  Conn’s agreed to issue an exchange
under the Terms and Conditions of the RSA Plan. Our records show we no longer
have the original model [redacted] purchased therefore; they have
been approved to re-select another refrigerator for up to $1699.99 which is the
original amount paid.   Our records show
[redacted] was contacted regarding the approval however as of today has not
selected a replacement.  We show [redacted] contacted our Customer Service department on 6/11/15, to express her dissatisfaction
regarding the terms of the warranty agreement.
 
[redacted] has been reminded that under
the terms and conditions If a covered
product is replaced under the terms of this Agreement, the obligations of FWSC
and its Administrator shall be fully satisfied, where allowed by law.  Therefore, her repair service agreement would
not continue on to the new refrigerator.   [redacted] may visit their nearest Conn’s to initiate the exchange. We sincerely
apologize for any inconvenience Mr. and [redacted] experienced during this
process.
 
 
Please see paragraph 9 of the attached agreement that
was received at the time of purchase.If we may be of further assistance, Mr. and [redacted] may contact Customer Service at [redacted]Kind regards,Kathryn J[redacted]

Thank you for
the opportunity to respond to **. [redacted]’s concerns regarding account
#[redacted].  **. [redacted] stated he paid his
account in full, but we are showing an outstanding balance.
 
According to
our records, **. [redacted] signed a 32-month retail installment contract...

on
[redacted].  This contract included
a 12-month no-interest financing promotion. 
In [redacted] a payment was misapplied; however, we corrected the
error and credited the payment to **. [redacted]’s account on [redacted].  We also reversed the late fee on the account on
[redacted], and reinstated **. [redacted]’s 12-month no-interest financing.
 
On November
13, [redacted]. [redacted] called our automated system and obtained a payoff balance of
$1834.68.  On [redacted], [redacted]. [redacted]
made a payment of $1684.68.  This left an
outstanding balance of $150.00 remaining on the account.  **. [redacted] called out automated system again
on [redacted], [redacted] and [redacted], [redacted] and was notified both times that
there was an outstanding balance of $150.00 remaining on the account.  **. [redacted] called the automated system once more
on [redacted], [redacted] and received a payoff quote of $164.62 because the account
had begun to accrue interest. 
 
**. [redacted]
stated he faxed in a copy of his homeowner’s insurance on two different
occasions; however, we have not received proof of insurance. 
 
As of December
11, 2014 the payoff balance on the account is $1440.82.  This includes a past due balance of
$271.27.  Please note, the payoff balance
can update daily.  If **. [redacted] would
like to pay the account balance in full, we ask that he call the day he plans
to submit the payment for an up-to-date payoff quote.  We have attached a copy of **. [redacted]’s
payment history for his records so he may verify he received proper credit for
the [redacted] payment.
 
We value **.
[redacted] as a customer and appreciate him 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.   Yes it was repaired! No help to their company. Not once have they acknowledged their customer service who did NOTHING to help me. This company is a joke. It is very sad to see a supposed "great" company who the Revdex.com actually credit treat their customers like this. Company's like this is should be taught how to treat their customers. I was never once contacted by anyone at this company, as they promised me numerous times!! The only reason my dryer is fixed is because I called and told the company who I set up to fix my dryer that they should be contacting them, or actually should have already. So I threw a fit and called the customer service department back again!! Then I posted on their social media pages and let them know they had been reported. That is when they actually sent the proof of purchase as I requested!! So for this "company" to act like they did anything for me is an absolute joke. They did not. They do not deserve to have an accreditation by the Revdex.com.
[Provide details of why you are not satisfied with this resolution.]
Regards,

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint.  Our records show on 4/15/158, Mrs. [redacted] purchased a United Furniture (Riverside) furniture set which came with a FREE Haier 32” LED TV; Mrs. [redacted] also purchased a 49-month Repair Service Agreement w/Accidental...

Damage Plan on her Haier TV.  After researching Mrs. [redacted]’s complaint we found she contacted us on 6/28/15 regarding her Haier TV; stating the TV screen was cracked.  Our records indicate an exchange was processed and approved under the Terms and Conditions of the Accidental Damage coverage; Mrs. [redacted] was contacted and advised she was issued a credit up to the amount of the TV which was $229.99 and was also informed the warranty would not transfer over to the new television due to the exchange being approved due to physical damage.  After further review we confirmed with the district manager that when Mrs. [redacted] came into her local Conn’s to initiate her exchange.  Mrs. [redacted] wanted to finance the new RSA coverage on a separate account; however she was informed that all accounts must be combined.  Mrs. [redacted] declined to have her account combined; therefore the new warranty was cancelled.  If Mrs. [redacted] agrees to the terms of the combined contract Conn’s will agree to finance the warranty of the exchange purchase within 30-days of the exchange date (8/16/15).    If we may be of further assistance, Mrs. [redacted] may contact our Customer Service department at 1-877-358-1252 Kind regards, Jana [redacted]Customer Relations

Thank
you for the opportunity to respond to **. [redacted]’s complaint.  Our records show on [redacted], **s. [redacted]...

purchased (2) Catnapper
([redacted]) power reclining sofas with a (limited 1-year manufacturer warranty
which expired on [redacted]) on invoice [redacted]; **s. [redacted] also
received a free [redacted] 32” LED TV with her qualifying purchase.  **s.
[redacted] declined to purchase any additional Furnituregard coverage on her
sofas.  **s. [redacted] made a previous purchase on [redacted] on invoice [redacted]; **s. [redacted]
purchased a Catnapper ([redacted]) power glider recliner with a (limited 1-year
manufacturer warranty which expired on [redacted]). 
 
After
researching **. [redacted]’s complaint we found **s. [redacted] contacted our service
department on two separate occasions regarding his glider recliner and one of
his sofas.
 
·         On [redacted] **. [redacted] contacted us regarding her
recliner; stating the unit was leaning to the side.  A service call was
scheduled; during the inspection the serviceman found the mechanism and motor
needed to be replaced.  Our records show the serviceman replaced and
installed a new mechanism and motor.
·         On [redacted] **. [redacted] contacted us regarding one
of her sofas with serial number (GS# [redacted]); stating the module was not
working.  A service call was scheduled; during the inspection the
serviceman found parts needed to be replaced.  After reviewing **.
[redacted]’s service history we found the parts needed were on back order with
the manufacturer; therefore the manufacturer provided a Return Authorization
to replace/exchange her sofa. 
 
**.
[redacted] was issued a credit up to the original amount paid which was $1,099.99
to select ANY furniture piece or receive an in store credit up to $1,099.99
and select ONE item for that amount.  After further review we did not
find where **. [redacted] contacted us regarding a new service issue with her
recliner or service issue with the other sofa; therefore we are unable to
honor the request to service or exchange the other two furniture pieces.
 
**.
[redacted]’s exchange approval will be valid until [redacted]; if **. [redacted] has not initiated her
exchange by ([redacted]) the exchange approval will no longer be valid and **. [redacted]
will not be able to process her exchange.
 
If we
may be of further assistance, **. [redacted] may contact our Customer Service
Department at [redacted].
 
 
Kind
regards,
 
[redacted]
[redacted]












6/6/2015






Complaint

I entered into a contract with Conn's on [redacted]. My payments started that following [redacted] ([redacted]). Along with other items I purchased from Conn's, 2 (two) [redacted] ready HDTVs were also purchased. One of the two TVs does not work and has not worked since [redacted]. On [redacted],...

[redacted], Conn's sent out a technician ([redacted]) to my home- listed on the contract. [redacted] informed my [redacted] and I that the TV would cost more to repair since the TV had audio and no video. I was instructed by [redacted] that I would have to take this 39" TV back up to the store from which I purchased it from ([redacted] Conn's, [redacted], ([redacted]) [redacted]). The following [redacted], [redacted], I packed the TV in its original box and attempted to exchange it with another item of same cost. Problem was, Conn's had absolutely nothing in the price range of the 39" [redacted] HDTV I purchased in [redacted]. I then asked the store manager if I could just get the amount credited on my account, in which he appeased me by informing me that he would contact the Corporate Office. I spent [redacted], [redacted], and [redacted] trying to resolve the issue with Corporate's customer service by calling ([redacted])[redacted]. Each customer service representative I "met" basically said the same thing: "There was no notation that I would receive a credit for the TV." In fact, I can recall a couple of representatives projecting that a credit won't be initiated. For example, the very last time I called on [redacted]5- my first attempt at 5:45pm answered by a [redacted] resulted in him hanging up on me before I had finished explaining my situation! I called back and received a more warming person, [redacted] who finally gave me a Reference Number (which I'm sure doesn't matter, because none of the representatives prior could never locate one). I have paid Conn's every month, on time- according to my payment records online and bank statements(and per [redacted]).
Product_Or_Service: 39" [redacted] Ready led HDTV







Desired Resolution
DesiredSettlementID: Refund
I would like for Conn's to apply the full credit of the 39" [redacted] HDTV and the useless insurance and warranty that supposedly was mandatory for the purchase of the non working TV to my account. I realize that I received the TVs in [redacted], however due to Conn's...

disregard to customers' satisfaction (based on my experience and others' reviews), I have had the non-operational 39" [redacted] HDTV packed in its original box (while paying monthly for it) and stored in my garag





Consumer Business Dialog

Thank you for the opportunity to respond to Mr. [redacted] complaint.  Our records show on 6/14/15, Mr. [redacted] purchased a [redacted] high efficiency washer and electric dryer with a 24-month Repair Service Agreement on both units.  Mr. [redacted] was provided a copy of Conn’s Return...

& Exchange Policy at the time of purchase.  Mr. [redacted] also signed his invoice acknowledging that he received a copy of the Repair Service Agreement brochure and that he understood the coverage associated with the covered product(s).  Mr. [redacted] elected to have his washer and dryer delivered; which was completed on6/14/15. We researched Mr. [redacted] complaint and found he contacted us on three separate occasions regarding his dryer dated from 1/12/16 to 6/08/16. On 1/12/16, Mr. [redacted] contacted us; stating his dryer was not heating. A service call was scheduled; during the inspection the technician found the heater needed to be replaced.  On 1/15/16, the technician completed Mr. [redacted] repair by installing a new ASM duct heater.On 5/26/16, Mr. [redacted] contacted us; stating the dryer was not heating. A service call was scheduled; during the inspection the technician found the motor induction and ASM bracket idler needed to be replaced.  On 5/30/16, the technician completed Mr. [redacted] repairs by installing a new motor induction and ASM bracket idler. On 6/08/16, Mr. [redacted] contacted us again; stating the dryer was not heating. A new service call was scheduled; during the inspection the technician found the heater and PCB main board needed to be replaced.  On 6/21/16, the technician completed Mr. [redacted] repairs by installing a new ASM duct heater and main board. At this time Mr. [redacted] dryer does not meet the qualifications for an exchange.  Mr. [redacted] dryer has been repaired under the Terms and Conditions of the Repair Service Agreement.  Kind regards,  Jana [redacted]

Thank
you for the opportunity to respond to Mrs. [redacted] additional comments. After
further review our records show on 10/21/14; Mrs. [redacted] invoice was
completely cancelled for the Trent lift chair and no purchase has been made
with Conn’s. We sincerely apologize for any inconvenience Mrs. [redacted] experienced during this time.
If we may be of further assistance, Mrs. [redacted] may contact us at [redacted]
 
Kind regards,
  
[redacted]

Thank you for the opportunity to respond Mrs. [redacted]’s
complaint.  Our records show on 5/17/15, Mrs. [redacted]
purchased a **...

65” Ultra HD Smart 3D LED TV with a 49-month Repair Service
Agreement w/Accidental Damage. Mrs. [redacted]’s signed invoice indicates at the
time of purchase he acknowledged she was provided a copy of the RSA &
ACCIDENTAL DAMAGE brochure and that she understood the coverage associated with
the product.  Mrs. [redacted] elected to pick up her television from our
Corpus Christi, TX location store #**. Mrs. [redacted] signed her invoice
verifying her item was received in good order.  Our customers are given
the opportunity to inspect their product prior to leaving the store.  Mrs.
[redacted]’s signature on her pick up slip acknowledges that she thoroughly
inspected her merchandise for damages for an exchange or price concession would
not be authorized for damages discovered once the product leaves the warehouse or
store.  Once the product has left the store we are unable to determine
when the damage may have occurred. 
 
Mrs. [redacted] has been contacted and made aware she will need to
contact service to have her television assessed for further assistance. 
At this time we are unable honor Mrs. [redacted]’s request to exchange/return
her unit.  
  
If we may be of further assistance, Mr. [redacted] may contact our
Customer Service at 1-877-358-1252.
 
Kind regards,
 
[redacted]

Thank you for the opportunity to
respond to [redacted]'s additional comments. [redacted] was contacted on
[redacted], and he advised as of today he still has not received the rebate check
that was mailed on [redacted].  Conn’s has
offered to stop payment on the check and apply the refund to one of his Conn’s accounts.  [redacted] has accepted our offer and
requested the $80.00 to be applied to his account that ends with [redacted].  We ask that [redacted] please allow 2-3
business days for the credit to reflect on this account.
 
If [redacted] has any additional questions or concerns may
contact us at [redacted].
 
King 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 find that this resolution would be satisfactory to me.
 I just want to make sure this will be backdated to date of purchase and the difference of interest I have been paying will be refunded.  
I sincerely thank everyone for this resolution.

Thank you for the opportunity to respond to Mrs.
[redacted]’s concerns regarding account #[redacted]. 
Mrs. [redacted] stated she purchased a dishwasher in April 2015; however,
the machine was broken when she attempted to install
it.
 
According to our records, Mrs. [redacted] purchased her...


dishwasher on April 4,
2015 and accepted delivery of the unit on April 7, 2015.  On April 13, 2015, Mrs.
[redacted] called and stated the unit was damaged. 
A service technician was sent to inspect the unit on April 25, 2015 and
ordered a part to repair the unit.  The
service center received the part on April 29, 2015 and contacted Mrs. [redacted] on April 30, 2015 to
schedule an appointment to repair the unit. 
The repair was scheduled for May 9, 2015; however, Mrs. [redacted] contacted us on May 7, 2015 and stated
she did not want the unit to be repaired and the service order was canceled.
 
On
May 7, 2015,
Mrs. [redacted] was transferred to customer service after she canceled the service
order and verbally agreed to a voluntary repossession because she no longer
wanted the unit.  On
May 18, 2015 we
confirmed the unit was picked up from Mrs. [redacted]’s home as per the voluntary
repossession guidelines. 
 
As a one-time offer and a
goodwill gesture, we agree to honor Mrs. [redacted]’s request to accept the
dishwasher as a return instead of a voluntary repossession due to the
misunderstanding.  Please allow 7-10
business days for the return to process and the account to close.  Mrs. [redacted] will receive a close-out letter
in the mail within 30-days of the account closing for her records. 
 
We value Mrs. [redacted] as a
customer and sincerely apologize for any inconvenience she has experienced due
to this matter. Thank you,Cheryle [redacted]

Thank you for
the opportunity to respond to Mr. [redacted]’s concerns regarding credit
inquiries.  Mr. [redacted] stated he went into
his local Conn’s store on June 20, 2015 and a credit check was processed.  He then stated he returned to the store and a
second credit check was processed...

without his permission. 
 
According to
our records, Mr. [redacted] filled out a credit application through our website on
July 2, 2015.  The application was not
processed by a store associate.  We have
no records of a credit check being processed on June 20, 2015.  Mr. [redacted] returned to the store on September
2, 2015 and a second credit check was processed at that time.  Mr. [redacted] provided updated information to the
sales associate for the credit application. 
When a customer is approved for credit, the approval is only active for
30 days.  If a customer returns after the
30 day time frame another credit application must be processed to determine
credit worthiness. 
 
We are
obligated to report factual information to the credit bureaus and are unable to
remove the credit inquiries authorized by Mr. [redacted]. 
 
We thank Mr.
[redacted] for bringing his concerns to our attention.  Thank you,Cheryle [redacted]