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 [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]

Thank you for the opportunity to response to Mrs. [redacted]'s additional comments.  We researched Mrs. [redacted] complaint and found color loss or discoloration at the headrest area.  This is a concern that is typically not covered by the terms and conditions of the manufacturer warranty or Furnituregard; however we have submitted the part order to the manufacturer as an attempt to repair it under warranty as a good will gesture.  Based on the time frame for the material to arrive; Conn’s agreed to exchange Mrs. [redacted] right recliner model [redacted].  We contacted Mr. [redacted] on 8/24/15 and he has been informed to visit his nearest Conn’s location to schedule delivery.    If we may be of further assistance, Mrs. [redacted] may contact our Customer Service department at [redacted]. Kind regards,  Jana A[redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint. Our records show Mrs. [redacted]’s issue has been addressed with the store manager. We attempted to contact Mrs. [redacted] on 5/13/16 to verify if this matter has been resolved but were unsuccessful. We show Conn’s agreed to...

honor the price tag listed at the time of purchase and Mrs. [redacted] received a concession for $310.10 on her invoice as well as a $50 gift card for the inconvenience. Our records show the recliner was exchange and re-delivered in good order on 4/21/16. Also Mr. [redacted] did receive a 10% damages concession as agreed for his media chest in the amount of $44.99. We sincerely apologize for any inconvenience Mr. and Mrs. [redacted] experienced during this process. If we may be of further assistance, Mrs. [redacted] may contact us directly at 1-866-765-1513. Kind regards,Dyeisha [redacted]

Thank
you for the opportunity to respond to Mr. [redacted] complaint. Our records
show on 8/28/12, Mr. [redacted] purchased a [redacted] notebook and elected to
purchase a 37-month Repair Service Agreement with Accidental Damage which
expires on 9/28/15.
 
We
reviewed Mr. **...

[redacted] service history and found his notebook has been in
service on seven separate occasions dated from (1/2/13 to 9/14/15).
 
·        
1/2/13- Problem Description: Mouse freezing keeps
shutting down; Resolution: Systems restore.
·        
3/28/13- Problem Description: Bottom is cracked and top half of
laptop is loose. Resolution: Replaced Palm reset and base.
·        
7/8/13- Problem Description: Customer states power cord not charging the computer;
Resolution: Replaced AC Adapter.
·        
4/11/14- Problem Description: Over heating/mouse frozen; Resolution: Replaced base and
restored OS Test ok.
·        
12/3/14- Problem Description: Unit keeps heating up and turning off; Resolution:
Cleaned fan and restored OS, Unit tested ok.
·        
1/16/15- Problem Description: Screen cracked, unit is overheating; Resolution:
Replaced bottom housing and bezel.
·        
9/18/15- Problem Description: Screen freezes, unit overheating and turns off on its
own. Currently assigned to service tech however; need customer’s password but
has been unsuccessful contacting the customer. Left voice messages requesting
password to notebook on 9/24/15, 9/25/15 and 9/2815. Mr. [redacted] may contact our
Service Department at 1-855-266-6349 to provide his password in order to assess
the notebook.
 
At
this time Mr. [redacted] notebook does not meet the qualification for an
exchange; we will continue with any covered repairs. Mr. [redacted] will need to
contact our Service Department at 1-855-266-6349 and provide his password in
order to assess the notebook.  As listed under the [redacted] of the
RSA/ Accidental Damage Plan Mr. [redacted] received at the time of purchase: Number (7) Limit of Liability; (v); if it is unable to repair the product after three service attempts
for the same component within a 12 month period, then: a. [redacted] will provide a replacement product with equal or
similar features and functionality, up to the original purchase price of the
covered product if a replacement product is available.
 
 
If we may be of further assistance, Mr.
[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.  
It would seem that the online payment system made both payments to a single account instead of the two separate accounts as selected. Since this has been resolved by speaking with CS, both accounts are now in good standing and so, I have since then asked that both accounts be combined into a single account. Here's to continuing to doing business with Conn's....Thank You.

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]

Thank you for the opportunity to respond to Mrs. [redacted]’s additional. We are unable to provide Mrs. [redacted] with any information regarding the account as she is not the account holder. However; since our previous response we were able to confirm that the service appointment was requested to be re-scheduled for 4/20/17. Again, once the technician installs the parts received we can determine what further actions may be required. However; the furniture does not meet the qualification for an exchange at this time. For better assistance, Mrs. [redacted] may have the account holder contact our Customer Service at 1-877-358-1252  Kind regards, Dyeisha [redacted]

Thank you for the opportunity to respond to Mr. [redacted]’s complaint.  Our records show on1/03/15, Mr. [redacted] purchased a [redacted] king mattress that came with a limited manufacturer’s warranty and (2) [redacted] king box springs that also came with a limited manufacturer’s warranty;...

no additional Furnituregard coverage was purchased through Conn’s for his mattress and  box springs.  Mr. [redacted] was provided a copy of Conn’s Return & Exchange Policy at the time of his purchase which states:No Returns or Exchanges on – Furniture, mattresses,décor & accessories unless inspected by a Conn’s Service Technician and found to have a manufacturer’s defect **Mr. [redacted] elected to have his items delivered; which was completed on1/04/15.   We researched Mr. [redacted]’s complaint and found he contacted us on7/30/16 regarding his mattress; stating the mattress was sinking in and sagging.  A service call was scheduled; during the inspection the serviceman found the mattress was sitting directly on the floor and had a 1.5 inch body impression.  Although, having the mattress sitting on the floor is considered proper support, damage is a common occurrence because when getting in and out of the bed requires sitting on the edge of the bed.  Overtime this repeated behavior will cause depressions (we have included a photo in our response showing the body impression is visible on the side that is away from the wall and close to the edge).  After reviewing the photos provided by the serviceman; an exchange was submitted and approved on8/11/16under the Terms and Conditions of the manufacturer’s warranty for Mr. [redacted] to replace his mattress.  Mr. [redacted] was issued a credit up to the original amount he paid which was $1,199.99 to reselect a new mattress.   We show Mr. [redacted] later called in on8/11/16; stating to have a check mailed to him instead of receiving an in store credit.  Mr. [redacted] was advised that his information would be forwarded to a manager for further assistance.  Our records indicate Mr. [redacted] contacted us on8/13/16,8/19/16, and8/25/16via email requesting to a refund.  Mr. [redacted] was advised that his exchange was approved under the manufacturer’s warranty which covers the replacement/exchange of a product.  Since filing his complaint Mr. [redacted] picked up his new mattress on 9/17/16.   If we may be of further assistance, Mr. [redacted] may contact our Customer Service Department at1-877-358-1252.     Kind regards,     Jana A[redacted]

Thank you for the opportunity to respond to [redacted]’s additional
concerns.  We have confirmed [redacted]’s new sofa was successfully delivered on [redacted].  Although we are unable to honor [redacted]’s
request to credit her account for two payments, we do understand her concern
and have agreed to credit her $[redacted] for the delayed delivery and inconvenience.  The credit is currently processing and will
reflect on her account within the next billing cycle. 
   
If we may be of further assistance, [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 [redacted] purchased a [redacted]
electric washer and dryer with a 24-month Repair Service Agreement Plan.
We received [redacted] complaint and found she contacted
our service...

department on [redacted] stating her dryer was making a loud humming
noise and would not start. A service appointment was scheduled on [redacted]; the
technician found parts were needed to complete repairs. Our records show there
was a delay receiving all necessary parts to complete repairs from the
manufacture. On [redacted], we contacted [redacted] to notify her that we
have received all parts and a service representative will contact her with the
first available date to complete the repairs.
[redacted] offered [redacted] a credit in the amount of
$** to her account as a goodwill gesture. Our records show on[redacted], we also
submitted a request for a $** gift card to be mailed to her residence. We
sincerely apologize of any inconvenience [redacted] experience as a result
of the service delay.     
If
we may be of further assistance, [redacted] may contact us at [redacted].
 
 
[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,

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 would like to find out about my complaint against Conn's Appliances, Do you have any updates ? 
 There Has not been any Resolution to my original complaint.

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. D[redacted] complaint.  After researching her concerns we found she
was misinformed by an agent before the inspection report had been
reviewed.  We contacted Mrs. D[redacted] on
12/16/14 and advised her that the photos from the report displayed...

an
accidental blood stain that we were unable to removed therefore an exchange was
approved under the terms and conditions of the Furnituregard coverage.  We confirmed oppose to Mrs. D[redacted] using the
credit toward replacing her mattress she selected a 3D blue ray player which
was picked up on 12/21/14.  We sincerely apologize
to Mrs. D[redacted] for the delay and any inconvenience caused.
 
Sincerely,
 
Kathryn J[redacted]

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

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]

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 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.

He is a copy of the email that was sent to them through their own link. It shows I made the request around the same time I made the payment.Thanks,[redacted]