Conn's Home Plus

Thank you for the opportunity to respond to Mrs. [redacted]’s additional comments. Based on the serviceman’s report and photos taken after installation was completed, our furniture coordinator determined the furniture displays normal perception and is up to manufacture’s specification. As of 12/21/16; Mrs. [redacted]’s furniture is no longer covered under manufacturer’s warranty and no additional coverage was purchased to review further options. If we may be of further assistance, Mrs. [redacted] may contact Customer Service at 1-877-358-1252  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]

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

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 Ms. Nokes’ concerns regarding account [redacted]4631.  Ms. Nokes stated she was told she would not be charged interest on her account.  She believes the interest should be removed.   According to our records, Ms. Nokes signed a 32-month retail...

installment contract on May 8, 2015.  She agreed to have her minimum monthly payment due on the 19th of each month.    Ms. Nokes account is an interest bearing account.  There were no promotional offers added to the account that would make it interest free. We have included a copy of Ms. Nokes’ signed retail installment contract and payment history for her records.   Conn’s respectfully disagrees that the interest should be removed from Ms. Nokes’ account, as it is a regular installment contract that includes interest.   Conn’s values Ms. Nokes as a customer and appreciates her for bringing her concerns to our attention.

Thank you for the opportunity to respond to [redacted] complaint. Our records show on 5/15/15, [redacted] purchased a ** French Door refrigerator and elected to purchase a 48-month Repair Service Agreement Plan. We researched [redacted] service history and found on 8/23/16,...

she was approved for an exchange under the Terms and Conditions of the RSA plan due to excessive repair needs. Our records show [redacted] re-selected a different ** French door refrigerator which is scheduled for delivery on 8/26/16. We sincerely apologize for any inconvenience [redacted] experienced as a result of the delay.   If we may be of further assistance, [redacted] may contact us at [redacted] Kind regards, Dyeisha W[redacted]Customer Relations

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]

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 least CONNs can do is apologize for my inconvenience as no one from conns contacted me or left me a message. I waited on 12/10/16 all day and when no called or showed up. I called CONNs to see whats going on at which point I was transferred to 3 different departments. And then I was told they didn't know why the service person didn't show up. I was contacted to reschedule after I filed the complaint to the Revdex.com. I have all my phone records from CONNS to prove they are not tell the truth. The still owe me my 4 hours of pay from 12/10/16 @ $24.00 per hour. 
Regards,

Thank you again for the opportunity to respond to [redacted].  We have been in contact with her and received all the additional information needed to combine her accounts.  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 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 Mr. [redacted]’s complaint. After researching Mr. [redacted]’s complaint we found that his issue has been addressed. Our records show as of 7/30/15, Mr. [redacted] has received all parts for the bunk bed and Conn’s delivery team was able to successfully...

assemble the unit. We sincerely apologize for any inconvenience Mr. [redacted] experienced as a result of 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]

Thank you for the opportunity to respond to [redacted] concerns regarding account [redacted] stated she set up a payment through Conn’s webpay service.  She overpaid her account and would like to know when she will receive her refund.   According to our records,...

[redacted] scheduled a payment to pay off her account on August 19, 2016.  [redacted] had a pending payment for $200.00 scheduled to post on August 20, 2016.  That payment was already pending and was not canceled as a result of her payment scheduled on August 19, 2016.   When an account has been overpaid, Conn’s must verify that the check has been negotiated by the customer’s financial institution before an overpayment refund can be processed.  This process can take up to 30 days.  We ask that [redacted] please allow time for processing.  If [redacted] has not received her refund check by September 20, 2016, we ask that she contact us so we may track the check.   Conn’s values [redacted] as a customer and appreciates her for bringing her concerns to our attention.  Thank you, Cheryle S[redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s additional comments.  Our records show Mrs. [redacted] has mailed/faxed in a Service Agreement Cancellation Request Form on 1/13/17; requesting to have the RSA & ACCIDENTAL DAMAGE removed from her [redacted] notebook.  On 1/17/17, the RSA & ACCIDENTAL DAMAGE coverage was canceled and a credit in the amount of $346.39 was submitted to Mrs. [redacted]’s Conn’s account.  We have included a copy of Mrs. [redacted]'s general loan ledger showing the credit posted to the account on 1/17/17. If we may be of further assistance, Mrs. [redacted] may contact our Customer Service Department at 1-877-358-1252.   Kind regards,  Jana A[redacted]

sorry  it  took  so long  but  i  could not  find the contract, i  found it  and will be  mailing you  a  copy  today.                                     ...⇄ thanks[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,

Thank you for the opportunity to respond to [redacted]’s additional
comments.  After further review Conn’s
has agreed to exchange [redacted]’s [redacted] sectional set which
consisted of four pieces; right arm, left arm, chair, and square ottoman.  [redacted] has been issued an instore credit
of $2,049.96, which is the original amount paid for the four pieces.  [redacted] may visit her nearest Conn’s to
reselect and schedule delivery.
 If we may be of further assistance, [redacted] may contact
us at [redacted].
 Kind regards,
 
[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 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 [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]

Thank you for
the opportunity to respond to [redacted]’s concerns regarding account
#[redacted].  [redacted] stated she was
offered extensions on her account to bring her account current. 
 
According to
our records and recorded calls, [redacted] was offered...

Holiday extensions to
bring her account current on [redacted]. 
[redacted] paid $75.23 toward the extensions; however, that was not
enough to bring the account current.  We
have reviewed the calls and confirmed that [redacted] was asked to pay $75.23
to bring the account current.
 
As a one-time
offer and a goodwill gesture, we are in the process of honoring the request to
bring the account current with the $75.23 payment.  Please allow 7-10 business days for the
process to be completed.
 
We value [redacted].
[redacted] as a customer and sincerely apologize for any inconvenience she has
experienced due to this matter. Thank you,[redacted]