Conn's Home Plus

Thank you for the opportunity to respond to Mr. [redacted] complaint. Our records show on8/30/16, Mr. [redacted] purchase two [redacted] mattresses and two [redacted] which was delivered on8/31/16.   We researched Mr. [redacted]’s complaint and found he...

contacted our service department on10/1/16stating the right base does not lift and the functions were not working. A service appointment was scheduled for10/6/16; during the inspection the serviceman found the leg and headrest motor not working and the control module box is not sending signals to the head and foot motor. As required by the manufacture for all [redacted] adjustable bases; the serviceman’s findings were forwarded to the manufacturer in order to process a claim for an exchange. We show Mr. [redacted] contacted our customer service department on10/21/16to express his dissatisfaction with the response time from the manufacturer and requested an immediate exchange. Conn’s agreed to issue an even exchange as gesture of goodwill in order to expedite the process. Our records show Mr. [redacted] new base was delivered and received in good order on10/27/16.   We sincerely apologize for any inconvenience Mr. [redacted] experienced as a result of the delay   If we may be of further assistance, Mr. [redacted]  may contact us at1-877-765-1513.     Kind regards,   Dyeisha [redacted]

HiI left the receipt at the store on the second visit when I purchased the more expensive washer and subsequently told them to cancel the entire order. From what I understand the store has a 14 day return policy.Also, I am now having to wait to return the washer. I called the store manager...

Brent H[redacted] Tuesday 8/11 and he told me he would call me next week to arrange pick-up.thank you

Thank you for the opportunity to
respond to Mr. [redacted]’s complaint.  Our
records show on 5/10/15, Mr. [redacted] purchased a ** high efficiency washer with
a 24-month Repair...

Service Agreement and a ** high efficiency dryer that came
with a limited 1-year manufacturer warranty; no additional RSA coverage was
purchase through Conn’s on his dryer. 
Mr. [redacted] elected to have his appliances delivered; which was completed
on 5/11/15.  Mr. [redacted] signed his
delivery receipt acknowledging his items were received in good order and that
he thoroughly inspected his merchandise for damages for an exchange or price
concession would not be authorized for damages discovered after the delivery.
We researched Mr. [redacted]’s complaint
and found he contacted us on 7/13/15 regarding his dryer; stating the unit was
not working.  A service call was
scheduled for 7/21/15; during the inspection the technician found parts needed
to be replaced.  The technician ordered
the parts and all parts became available on 8/03/15.  On 8/05/15, the technician completed Mr.
[redacted]’s repairs; by replacing the main PCB ASM, thermostat, heater ASM, and
display PCB ASM.  Once the parts were
installed the technician tested Mr. [redacted]’s dryer and the unit was functioning
properly.
We attempted to contact Mr. [redacted]
on 8/10/15 regarding his recent repair; however we were unsuccessful in our
attempts.  At this time we are unable to
honor Mr. [redacted]’s request for an exchange; based on the technician’s report
Mr. [redacted]’s dryer has been repaired and up to manufacturer specifications.
 If we may be of further assistance, Mr.
[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] complaint.  Our records show on3/29/14, [redacted] purchased (2) Asus Vivobook notebooks with a (37-month Repair Service
Agreement w/Accidental Damage) on both units totaling $2,699.96; Mr. Amos
financed $2,519.96 on Conn’s credit...

Installment Loan and paid the difference of
$180.00 with his Visa Credit card.  [redacted] signed invoice indicates at
the time of purchase he acknowledged he was provided a copy of RSA &
ACCIDENTAL DAMAGE brochure and that he understood the coverage associated with
the product(s).  [redacted] elected to take both notebooks from our
Lafayette, LA.
After researching [redacted] complaint we found he contacted
us on 2/06/15; stating
his notebook screen was damaged while on the bus.  [redacted] notebook was
submitted for an exchange under the RSA & ACCIDENTAL DAMAGE Terms and
Conditions.  On 2/10/15, [redacted] exchange was approved; he was issued a credit
up to the original amount paid which was $899.99 to re-select a new notebook
because the original model was no longer available.  [redacted] initiated
his exchange on 3/11/15; and selected a Toshiba Satellite notebook model
(S75B7248) which was $100.00 more than the approved credit amount given. 
[redacted] also purchased a new 37-month Repair Service Agreement w/Accidental
Damage on his new notebook. 
As stated in the RSA/ACCIDENTAL DAMAGE Terms and Conditions
once a product has been replaced under the terms of this coverage it is
considered fulfilled.  Although, [redacted] had not paid off his account
balance at that time of the agreement he is still responsible for the original
remaining balance OF $1,960.98 in addition to the $507.59 that was financed at
the time of the exchange. 
We have included supporting documents in our response which
includes a copy of [redacted] signed contract and a copy of the RSA &
ACCIDENTAL DAMAGE Terms and Conditions.  
If we may be of further assistance, [redacted] may contact
our Customer Service Department at 1-877-358-1252. Kind regards, [redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s additional comments. Since our previous response, we verified that the technician inspected the unit and found the screen is damaged and reported the unit could not be repaired. As mentioned in our previous response, Mrs. [redacted] signed her delivery ticket acknowledging the television was received in good order. We are unable to determine when or how the damages may have occurred once the delivery is completed. We have reviewed the photos provided by Mrs. [redacted] as well as the photo taken at the time of delivery and confirmed that no damages were visible at the time of delivery. The photos also provide evidence that the television was moved to a different location after the delivery was complete by someone other than Conn’s. Although physical damage is not covered under the manufacturer’s warranty; Mrs. [redacted]’s unit has been approved for an exchange under the Terms and Conditions of the [redacted] Plan purchased. Mrs. [redacted] may visit her nearest Conn’s to re-select a television for up to $799.99 which is the original amount paid. 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 Mr. [redacted]’s concerns regarding accounts [redacted]
and [redacted].  Mr. [redacted] stated he
specifically told the sales associate not to combine his accounts.
 
According to
our records, Mr. [redacted] signed a 24-month retail installment...

contract on March
6, 2015.  This contract created account
[redacted].  On May 24, 2015, Mr. [redacted]
signed a 32-month retail installment contract creating account [redacted].  Mr. [redacted] had an outstanding balance of
$831.09 on account [redacted] which was added on to the signed retail installment
contract which created account [redacted]. Mr. [redacted] accepted the terms of the
contract at the time of purchase on May 24, 2015. 
 
Mr. [redacted] also
stated he began receiving collection calls on June 25, 2015.  . Mr.
[redacted]’s signed retail installment contract lists the payment due date as the 24th
of each month.  When the payment is late,
we begin call attempts as a reminder to ensure payments will be
made timely. It is a normal practice for our company to begin call attempts the
first day the payment is late. To prevent the calls Mr. [redacted] has the option to
pay on-line, in her local Conn's store, by mail, or over the phone if it is
more convenient for him, before the due date.
 
We are unable
to accept the return of the television, as it is outside the terms of our
return exchange policy. 
 
We value Mr.
[redacted] as a customer and appreciate him brining his concerns to our
attention.  Thank you,Cheryle [redacted]

Thank you for the opportunity to respond to [redacted].
[redacted]’ complaint.  We researched [redacted]. [redacted]’
complaint and found her issue has been addressed and resolved.  We
appreciate [redacted]. [redacted] bringing her concerns to our attention and
the matter has been...

discussed with the person(s) involved to ensure this does
not happen again.  As of [redacted], [redacted].
[redacted]’ extended RSA coverage has been cancelled and a credit of
$[redacted] has been processed to her Conn’s account.  We ask that [redacted].
[redacted] allow 5-7 business days for the credit to post to her
account.  We sincerely apologize to [redacted]. [redacted] for the
experience and any inconvenience that has been caused regarding this matter.
 
If we may be of further assistance, [redacted].
[redacted] may contact customer service at[redacted].
 
 
Kind regards,
 
 
[redacted]

Thank you for the opportunity to respond to Mr.
[redacted]’s concerns regarding his accounts.  Mr. [redacted]
stated his accounts are supposed to be combined into one
account.
 
According to our records, we are in the process of
combining Mr. [redacted]’s accounts.  We have pushed...

out the follow up date,
processed a good-will due date change and will insure Mr. [redacted] does not
receive any negative credit marks due to the delayed processing. 
 
We value Mr. [redacted] as a customer and sincerely
apologize for any inconvenience he has experienced due to this
matter.  His contract to combine the accounts is still being
processed.  Thank you,Cheryle S[redacted]

Thank you for
the opportunity to respond to [redacted] concerns regarding account
[redacted].  [redacted] stated we have
been calling his ex-wife regarding his account.
 
According to
our records, [redacted] contacted our office on December 6, 2014 regarding
the...

collection calls.  The agent [redacted]
spoke with placed a cease and desist on the telephone number for [redacted]’s
ex-wife at that time. 
 
Please note,
it takes 24 hours for the system to update and to remove telephone numbers from
our system.  The automated system has not
placed any calls to the telephone number provided by [redacted] since
December 7, 2014.
 
As of December
9, 2014 [redacted]’s account has been brought to a zero balance and no
further telephone calls will be placed regarding the account.
 
We value [redacted] as a customer and appreciate him bringing this matter to our
attention.  Thank you,[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,
When we received our washer and dryer, the breaker was not the problem.  The Conn's delivery man didn't know how to properly set it up.  The cord was backwards and he was not able to set it up right.  Pretty much he didn't know what he was doing.  Hopefully Conn's will train their delivery men better and make sure they know what they are doing before they send them to homes.  I know customers would greatly appreciate that.   Before he left, he had me sign NOT that everything was done right because it wasn't.  Instead I signed saying that the washer and dryer were delivered and that he had come.  About two hours later, we paid for someone to come to our house to install our dryer since the Conn's guy told us that there were breaker problems.  The man that came said there was no breaker issues and had the dryer set up in no time flat.  He said that it looked like whoever was trying to install it earlier didn't know what they were doing.  Since you say that you have this picture of the dryer with the door closed and looking good (even though it's not installed right in the picture), I would like to see that picture please.  We didn't do anything to that dryer.  We spend extra money on an "extended warranty" which is a joke.  Apparently, the Conn's products aren't very reliable and don't last very long because we just got this in March of this year.    We always take care of our things and we didn't do this.  I know I sound like a  broken record, but I guess I need to and maybe people will understand. The dryer door doesn't seal when it's closed.  Lint blows out of the door and onto the floor.  The dryer is right next to the water heater, which is a fire hazard.  This is our first time buying anything at Conn's and definitely our last.  I shouldn't have to pay out of pocket for something like this to be fixed when I have an extended warranty.  After having a Conn's delivery man come to my house and not know how to install a dryer properly, why would I want to pay out of pocket to have one of Conn's repairmen come to fix the dryer?  It wouldn't be fixed correctly anyway.  You guys are a joke.  You definitely live up to your name, Conn's.  Please send me this picture you're talking about and please make sure your Conn's service men are properly trained.

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint. Our records show on1/31/17, Mrs. [redacted] purchased a ** washer and dryer and elected to purchase a 48-month Repair Service Agreement Plan. We researched Mrs. [redacted]’s service history and found that she contacted our service...

department on 3/29/17 stating water was coming from the bottom of her washer. We show a service appointment was originally scheduled for 4/11/17 however; the appointment was re-scheduled for 4/15/17. The technician reported upon inspection the unit was not leaking and functioning correctly. However; Mrs. [redacted] stated that shortly after the technician left her residence, the unit began to leak again. Mrs. [redacted] has been in contacted with the service manager who offered to re-assess the unit on 4/18/17 however; Mrs. [redacted] requested 4/22/17. Once the unit has been re-assessed we can determine what further action may be required. If we may be of further assistance, Mrs. [redacted] also contact our Customer Service Department at 1-877-358-125  Kind regards, Dyeisha [redacted]

Thank you for
the opportunity to respond to Mrs. [redacted]’s concerns regarding account
[redacted]4230.  Mrs. [redacted] stated she
was supposed to have 24-months “same as cash;” however, her contract included
finance charges. 
According to
our records, Mr. [redacted] signed a...

24-month retail installment contract on
November 26, 2015.  Mr. [redacted]
purchased a television for $699.99 and a HDMI for $99.99.  In order to qualify for the “Cash-option” the
merchandise had to total $999.00 or more. 
Mr. [redacted]’s purchase totaled $799.98; therefore, it did not qualify
for the no-interest financing. 
We have attached
a copy of Mr. [redacted]’s contract for his records.  Thank you,Cheryle S[redacted]

Thank you for
the opportunity to respond to Mrs. [redacted]’s concerns regarding account
#[redacted].  Mrs. [redacted] stated she and
her husband purchased merchandise and was told the inquiry would be a soft hit
on their credit and they would get 24-months same as cash.  She also stated she...

asked for the due date to
be on the 21st of every month and she also requested we not contact
her or her husband’s employer regarding the account. 
 
According to
our records, Mr. and Mrs. [redacted] signed a 30-month retail installment contract
on January 11, 2015.  This contract was
approved for our 12-month no-interest financing promotion; however, it did not
qualify for the 24-month no-interest financing promotion at the time of purchase. 
 
Mrs. [redacted]
stated she was told the inquiry would be a soft pull on her and her husband’s
credit.  In order to qualify for credit,
a credit check is required to determine eligibility.  This is reflected on the credit reports as a
credit inquiry. 
 
We have placed
a cease and desist on the phone numbers associated with the place of employment
at Mrs. [redacted]’s request.  We have also
processed a good-will due date change and moved the monthly due date to the 21st
of each month.  Mrs. [redacted]’s next payment
will be due on July 21, 2015. 
 
Mrs. [redacted] has
requested that she be able to return the fireplace.  We are unable to return the fireplace because
it is outside our return/exchange policy. 
 
We have attached a copy of Mr. and Mrs. [redacted]’s
signed contract, invoice, Cash-option acknowledgement and our return/exchange
policy for their records.  We value Mr.
and Mrs. [redacted] as customers and appreciate Mrs. [redacted] for bringing her concerns
to our attention.  Thank you,Cheryle [redacted]

Please provide the company information for which you wish to file a complaint.
[redacted]
P: ###-###-####

Thank you again for the opportunity to respond to Ms. [redacted]’s concerns regarding account [redacted].  Ms. [redacted] stated she paid her account balance in full but Conn’s made her pay an extra payment.According to our records, Ms. [redacted] signed a 32-month retail installment contract on July 5, 2014.  This contract had a maturity date of March 5, 2017.  Ms. [redacted] agreed to have her minimum monthly payment due on the 19th of each month.  On August 6, 2014, Ms. [redacted] requested a due date change to the 27th of each month.  We processed the due date change request.  Additionally, on February 2, 2016, Ms. [redacted] requested a second due date change to the 1st of each month. We processed that request. Although the due date changes that were requested were processed, the maturity date of the contract does not change.  Ms. [redacted] made her final payment on March 8, 2017 and her account is now closed.  We have attached a copy of her signed retail installment contract and payment history for her records.  Ms. [redacted] would not have needed to pay two payments in March 2017 if the due date had not been advanced on two separate occasions.  Conn’s values Ms. [redacted] as a customer and appreciates her for bringing her concerns to our attention.

Thank you for the opportunity to respond to Mr. [redacted]’s complaint. Our records show on 9/5/16, Mr. [redacted] purchased the [redacted] King bedroom furniture which consists of none pieces (headboard, footboard, post, rails, dresser, mirror, media chest, nightstand and chest) and...

elected to purchase a 36-month FurnitureGard Plan. We show Mr. [redacted] furniture was delivered and signed acknowledging the items were received in good order on 9/12/16 expect for the mirror which was re-delivered in good order on 9/13/16; there were no mention regarding damages at the time of delivery.   We researched Mr. [redacted]’s complaint and found he contacted our service department on 9/21/16 stating the furniture has scratches and nicks on the headboard, footboard, dresser, media chest, nightstand and chest. A service appointment was scheduled for 10/5//16; during the inspection the serviceman found scratches and dents on all units and reported the items were non-repairable. Therefore; Conn’s agreed to issue an even exchange for the items under the Terms and Condition of the manufacturer’s warranty. We also agreed exchange the post and rails as a gesture of goodwill. We show Mr. [redacted] contacted our customer service stating he was informed that he could re-select any bedroom set and we would price match the new set with his original purchase. Mr. [redacted] has been informed on several occasions that we are able to issue a store credit to re-select up to any 8 items for the original amount paid ($3899.96) however; he would be responsible for any price difference.   Although we are unable to honor Mr. [redacted]’s request; he may visit his nearest Conn’s to re-select any items up to the original amount paid. Please be mindful the original bedroom furniture Mr. [redacted] is currently available at no additional cost.     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. and Mrs. [redacted] complaint. Our records show on 12/15/14;
Mr. [redacted] purchased an [redacted] Black bedroom set which consist of
four pieces (twin head/footboard, twin/full rails, dresser and mirror). Mr.
[redacted] was scheduled and...

received delivery for the mirror and dresser on
12/16/14 however; he refused the twin head/footboard and rails stating they
were not the same items selected in the store. 
After further review
and research of Mr. and Mrs. [redacted] complaint, we confirmed with the store
manager located in Odessa, TX that there was a miscommunication regarding the
price of the bunk bedroom set and the twin bed listed on the invoice. The
prices for each bedroom set was listed on the same sales tag however; the sales
associate entered the incorrect model number for the bedroom set Mr. and Mrs.
[redacted] originally wanted to purchase. The sales invoice was canceled and a full
refund was issued.  On 1/08/15; we
contacted Mr. and Mrs. [redacted] in attempts to resolve this issue however; during
conversation Mrs. [redacted] stated that they already purchased a bedroom set from a
another company and she had no desire resolution with Conn’s at this time.
We sincerely
apologize for any inconvenience Mr. and Mrs. [redacted] experienced as a result of
miscommunication.
If we may be of
further assistance, Mr. and Mrs. [redacted] may contact us at 1-877-358-1252.
 
Sincerely,
 
Dyeisha [redacted]

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to the concerns you have regarding account(s) [redacted]6570. We have a more than 120-year history of quality customer service and satisfaction, and I would not want anything to impair that record. Our contact information is located...

on Ms. Irving’s retail installment contract or promissory note and security agreement, invoice, coupon book, and welcome letter. As a reminder, she may contact Conn’s regarding questions about her purchase by calling our Customer Service Helpdesk at [redacted] or on-line at www.conns.com.     Ms. Irving stated in her complaint that: she paid her account balance in full; she received the incorrect payoff quote; she overpaid the account and has not received the refund; and she would like the refund sent to her.   Our investigation reveals that: Ms. Bieker paid her account balance in full on April 18, 2017; the payoff quote Ms. Bieker received was correct; the account was not overpaid; and an overpayment refund is not owed on the account. According to our records, Ms. Bieker received a payoff quote of $1689.67 on April 18, 2017.  She made a payment in the amount of $1689.67 on that date.  Ms. Bieker also stated she made a previous payment on her account that had not posted to the account.  The following payments posted to Ms. Bieker’s account.   Payment date        Payment amount 1/7/2017                      $84.45 2/7/2017                      $84.45 3/7/2017                      $84.45 4/5/2017                      $84.45 4/6/2017                      $84.45 4/7/2017                      $84.45 4/18/2017                    $1689.67 Conn’s respectfully disagrees that the account was overpaid as Ms. Bieker paid the quoted payoff amount. We have included a copy of Ms. Bieker’s payment history for her records. Ms. Bieker will received confirmation of the account closing within 30 business days of the account closing date. Conn’s values Ms. Bieker as a customer and appreciates her for bringing her concerns to our attention.

Thank you again for the opportunity to respond to [redacted]'s concerns regarding the interest recalculations on her account.  We have attached a copy of [redacted]'s payment history for her records.  On [redacted] received an invoice credit in the amount of $617.00. This amount included the $499.99 plus $117.01 for finance charges and taxes.  On [redacted] received an invoice credit for $162.38.  This amount included the $150.00 for the returned product and $12.38 for taxes and finance charges.  On [redacted] received an insurance credit in the amount of $255.26.  This credit included the $196.35 and $58.91 for finance charges.  [redacted] received an additional invoice credit for the pro-rated retail service agreement in the amount of $46.03 on [redacted].  The interest recalculation was processed on [redacted] and [redacted] received an interest recalculation credit of $256.42.  Once the interest recalculation was completed, [redacted] had overpaid the account by $107.67.  A refund check was mailed to [redacted] in the amount of $107.67. Thank you, [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.  
Problem:I had previously filed a complaint against Conn's in 2015 (Case #[redacted]) when I purchased an oven from them which they refused to return. When installing my oven, they broke my counter and their solution was a $250 reimbursement, which is when I contacted the Revdex.com. A year later, they still have not paid the reimbursement for me having to replace all of my kitchen counters and I cannot get anyone to respond. It's been over a year now and this nightmare is still continuing. I just want what I was promised as part of their resolution in their Revdex.com response.TranslateDesired Resolution / OutcomeDesired Resolution:Refund
Regards,