Conn's Home Plus

Thank you for
the opportunity to respond to [redacted] concerns regarding account
#[redacted].  [redacted] stated she has
requested the insurance and service agreement be removed from her account. 
 
According to
our records, [redacted] received an insurance...

credit on January 6, 2015 in
the amount of $156.60. This amount includes $120.46 for the insurance and $36.14
for taxes.   She received an additional credit for the
Repair Service Agreement on January 27, 2015 in the amount of $173.19.  This credit includes $159.99 plus 13.20 for
taxes. 
 
Please note
the credits for the insurance and RSA does not adjust the minimum monthly
payment due each month.  We have attached
a copy of [redacted] payment history showing the credits applied to her
account for her records.
 
We value [redacted] as a customer and appreciate her bringing her concerns 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.  I have worked with [redacted] in regards to the return and while they approve it - CONNS continues to fail to do what needs to be done on their end to resolve the situation.  They will not work with me at all due to complaints and the threat of Legal representation.  The call me every three hours harassing me looking for payment.
This company needs to be investigated.  Their 'business' practices are horendous!
Regards,
B[redacted] P[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]’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]

[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 very much for your assistance and Conns for working on this together.

Thank you for
the opportunity to respond to Ms. [redacted]’s concerns regarding her account.  Ms. [redacted] stated she was not aware property
insurance was added to her account and would like it removed.
 
According to
our records, Ms. [redacted] signed a 32-month retail installment...

contract on June
13, 2015.  This contract included
property insurance.  Due to this being a
secured loan, the merchandise must be insured until the loan is paid in full. In
the event the customer has an alternative insurance policy, they are able to
send that policy in to our insurance department to receive full credit as long as
the declaration page shows coverage from the date of purchase to the present
date. Additionally, Ms. [redacted] signed the General information page and the
Freedom to choose page regarding the insurance. 
 
On July 11,
2015 Ms. [redacted] called our customer service department to request the property
insurance be removed.  At that time, Ms.
[redacted] was given the fax number and email address to the insurance department
to send her homeowner’s or renter’s insurance declaration page.  On July 24, 2015 we received an email from
Ms. [redacted] with the requested information. 
On July 24, 2015 Ms. [redacted] received an insurance credit in the amount
of $411.34.  This amount included the $311.62
and $99.72 for any applicable taxes or finance charges. 
 
We have
attached a copy of Ms. [redacted]’s payment history showing the insurance credit as
well as a copy of her signed retail installment contract, the General
information page and the freedom to choose page for her records. 
 
We value Ms.
[redacted] as a customer and appreciate her bringing her concerns to our
attention.  Thank you,Cheryle [redacted]

Thank you
for the opportunity to respond to [redacted]’s complaint. Our records show on
4/29/15, [redacted] purchased a [redacted] washer and dryer both with a 24-month
Repair Service Agreement Plan.
 
We
researched [redacted]’s concerns and found that her issue has been...

addressed.
Conn’s agreed to issue an exchange on the dryer due to a delay receiving the
parts to complete repairs. Our records show [redacted] is currently scheduled
to receive a new dryer on 6/17/15. We sincerely apologize for any inconvenience
[redacted] experienced as a result of the delay.
 
If we may
be of further assistance, [redacted] may contact our Customer Service
department at [redacted].Kind regards,[redacted]

Thank you for the
opportunity to respond to Mr. [redacted] complaint. Our records show on 11/23/14;
Mr. [redacted] purchased a [redacted] digital camera with a 24-month Repair Service
Agreement Plan. Mr. [redacted] signed his invoice acknowledging he received a
copy of Conn’s Return and Exchange...

Policy at the time of purchase.
We received Mr. [redacted]
complaint and found he returned to Conn’s located in Oklahoma City, OK where he
made his purchase to return his camera. Mr. [redacted] was reminded of Conn’s
15% restocking fee to return or exchange his merchandise. Our records show
there was a delay processing the refund however; on 12/23/14 we mailed a check
in the amount of $723.53 to Mr. [redacted] residence. We attempted to contact
Mr. [redacted] on 1/19/15 to verify if he has received his refund however; we
were unsuccessful in our attempt.
At this time we are
unable to honor Mr. [redacted] request to receive a full refund; as listed on
Conn’s Return and Exchange Policy he received, there is a 15% restocking fee on
all returns or exchanges.
If we may be of
further assistance, Mr. [redacted] may contact us at 1-877-358-1252.
 
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 first called in the problem with the refrigerator November 2, 2014 and they took until today (1-2-2015) to come out and fix the problem.  I have all the dates and persons with whom I spoke to.  Everyone shoved me off to someone else and said that they were coming out to fix the problem the next day, but sadly I waited and waited for months and no one came until today.  I have also as of this date not received $50 that they said they would send out.  I will never again do business with this company. The person who fixed my ice maker told me that they have been having recurring problems with the ice makers blowing out and cracking so I should call Conns if it breaks again.  What does that tell you about this company's integrity?Thank you.

Thank you for
the opportunity to respond to [redacted] concerns regarding account
#[redacted].  [redacted] stated she
would like an interest recalculation on her account.
 
According to
our records, we submitted the account for an interest recalculation on April...

7,
2015.  We ask that [redacted] please
allow up to 14 business days for processing. 
We are unable to honor her request for a discount on her next purchase.
 
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 on 1/02/17, Mrs. [redacted] purchased a [redacted] console and piers and elected to purchase a 36-month FurnitureGard Plan. Mrs. [redacted]’s console was delivered and signed acknowledging the item...

was received in good order on 1/03/17. We attempted to contact Mrs. [redacted] to discuss her concerns however; the number provided is currently not in service. After further review of Mrs. [redacted]’s complaint, Conn’s has agreed to issue an exchange on the [redacted] fireplace console in attempts to resolve this matter. Mrs. [redacted] may visit her nearest Conn’s to initiate the exchange.   We sincerely apologize for any inconvenience Mrs. [redacted] experienced during this process. If we may be of further assistance, Mrs. [redacted] may contact us at 1-866-765-1513. 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 has filed bankruptcy; however, we continue to call him.
We have placed
a cease and desist on the telephone numbers listed on Mr....

[redacted]’s
accounts.  Please allow 24 hours for the
cease and desist to be completed. 
If Mr. [redacted]
receives any additional phone calls after the 24 hours, we ask that he contact
us directly so we may further review the matter.
We value Mr.
[redacted] as a customer and apologize for any inconvenience he has experienced due
to this matter. Thank you,Cheryle S[redacted]

Thank you for
the opportunity to respond to Ms. [redacted]’s concerns regarding account
[redacted].  Ms. [redacted] stated she
called to have her payment due date changed to the first of each month. 
 
According to
our records, Ms. [redacted] signed a 30-month retail...

installment contract on
July 18, 2015.  She agreed to have her
minimum monthly payment due on the 25th of each month.  On October 19, 2015 Ms. [redacted] called to
schedule the payment that was due on September 25, 2015.  At that time she requested the payment due
date be moved to the 1st of each month.  We were unable to honor that request because
the account was considered past due at that time. 
 
Once September’s
payment posted to the account, we were able to honor Ms. [redacted]’s request
and her due date has been moved to the 1st of each month with the
next payment being due on November 1, 2015. 
As of November 5, 2015, a late payment fee has not been assessed on the
account for the October payment.  We have attached a copy of Ms. [redacted]'s payment history for her records. 
 
We value Ms.
[redacted] as a customer and appreciate her for bringing her concerns to our
attention.  Thank you,Cheryle [redacted]

Thank you again for the opportunity to respond to Mr. [redacted]'s concerns regarding credit reporting.  Again, we only have record of one credit inquiry being processed.  Mr. [redacted] may fax over a copy of his credit report for further review.  We ask that Mr. [redacted] fax his credit report to 877-404-2434 for further review.   Thank you, Cheryle [redacted]

Thank you for the
opportunity to respond to [redacted]’s additional comments.  [redacted] has been contacted and
her concerns have been addressed.
 
If we may be of
further assistance, [redacted] may contact our Customer Service Department
at ###-###-####.
 
 
Kind regards,
 
[redacted]

Thank you for the opportunity to respond to Mr. [redacted]’s concerns regarding account [redacted].  Mr. [redacted] stated he paid his account balances in full but the accounts did not close.   According to our records, Mr. [redacted] paid his account balances in full; however, due to a system issue the...

account remains open.    Conn’s is working diligently to resolve the issue and close Mr. [redacted]’s accounts.  Once the accounts close, Mr. [redacted] will receive close-out letters in the mail.   Conn’s values Mr. [redacted] as a customer and sincerely apologizes for any inconvenience he experienced due to this matter.

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.  Mrs. [redacted] made one attempt to call me one day, when I asked her why she did not leave a voice mail, her response was " There was no name on the voicemail". 6/15/15 was the one and only day she "supposedly" called me. This is unacceptable, when I've gone out of my way almost everyday seeking answers. I left an alternate number with CSR's and also left my email. Her attempt to reconcile this situation is beyond on me. She insist that by pushing the payment back I've am being compensated, I've been the one to go through all the trouble to get this issue resolved and had I not been proactive I wouldn't be where we are today with ANSWERS. The payment push back is a given I've more than deserve that. Had everything gone smoothly from the get go we'd be in the same predicament 12 months to pay X amount of dollars, so here we are we this lame resolution X amount of dollars for 12 months with the simple fact I don't have to make the first payment till August, all because CONNS could figure out what to do. I'm asking for some discount for my troubles. No one every called me to tell me I was being taken care of or who was handling my issues, except I get a text message saying when my love seat would be delivered. Conns will not dictate to me when io have to be home to receive my product, I think I deserved a phone call to let me know what went wrong, and how it was resolved and was never not once shown any empathy  for my troubles. Mrs. [redacted] has no grounds to tell me or Revdex.com that I'm not the account holder when these were purchased by MY husband for OUR family, had she been more proactive in this matter she'd she I've been the only one handling this matter, CONNS unfortunately doesn't give the option to add an authorized representative, or at least that's what I've been told. However CONNS policy changes from one agent to an other. Everyone has argued back when as if they made the ultimate decision in this matter when they in fact had to answer to someone else themselves, it was never a maybe with these people it was always a no. I have pushed and pushed every door getting to where I need to get and here we are. I know there is a board or panel that handles this matter, and they aren't at arms reach to their clients who will pay to have them in their seats. 
Regards,
[redacted]wife of [redacted](person who has been handling this matter on his behalf)Hope that serve Mrs. [redacted] well as she didnt think I had any rights to file a complaint!!!!!!!!!!!!

Revdex.com:
This letter is to inform you that Conns Appliance, Inc. has carried out to my satisfaction the resolution it proposed for my complaint, filed on 7/23/2016 and assigned ID [redacted]  Sent: Wednesday, July 27, 2016 1:16 PMSubject[redacted]
 Thank...

you for your assistance,  my washer was replaced yesterday evening.  Regards,

Thank you for
the opportunity to respond to Ms. [redacted]’s concerns regarding account
[redacted].  Ms. [redacted] stated she had
and extension on her account giving her the impression she was excused for that
payment.  She stated she received a
credit mark due to the extension....


According to
our records, Ms. [redacted] signed a 32-month retail installment contract on April
12, 2014 agreeing to the minimum monthly payment to be due on the 20th
of each month. 
When an
extension is processed, the payment is not excused; it is moved to the end of
the retail installment contract.  The
credit mark was assessed on the account prior to the extensions processed to
bring the account current.  As a one-time
offer and a goodwill gesture, we have removed the 30-day credit mark.  We ask that Ms. [redacted] please allow the credit
bureaus 30-60 days to update their records. 
We have
attached a copy of Ms. [redacted]’s payment history for her records as proof that
the credit mark has been removed.
We value Ms.
[redacted] as a customer and appreciate her for bringing her concerns to our
attention.  Thank you,Cheryle S[redacted]

Thank you for the opportunity to respond to Mrs. [redacted] complaint.  Our records show on12/19/16, Mrs. [redacted] purchased a [redacted] sofa and recliner with a 36-month [redacted] on both pieces.  Mrs. [redacted] received a copy of Conn’s Return & Exchange Policy at...

the time of purchase.  Our Return & Exchange Policy state:No Returns/Exchanges on -Furniture, mattresses, décor & accessories unless inspected by a Conn's Service Technician and found to have a manufacturer's defect **Mrs. [redacted] furniture was delivered on12/20/16.   We researched Mrs. [redacted] dispute and found that she contacted us on 12/21/16regarding her sofa; stating that she had a mark on the back.  A service call was scheduled; during the inspection the serviceman found; the sofa outside back material was rubbed away and damaged.  After reviewing Mrs. [redacted] service history, we found that an exchange was approved on1/10/17to replace her sofa.  Mrs. [redacted] was issued a credit up to the original amount paid which was $899.99 to re-select a new sofa.  It was later found that the sofa and recliner was discontinued; therefore Mrs. [redacted] issue was escalated to upper management and as a gesture of goodwill, Conn’s agreed to exchange Mrs. [redacted] recliner.  Mrs. [redacted] was issued an additional credit of $649.99 to re-select a new recliner.  In total Mrs. [redacted] received $1,549.98 to select two new furniture pieces.  We sincerely apologize to Mrs. [redacted] for any inconvenience she has experienced during this process.   If we may be of further assistance, Mrs. [redacted] may contact our Customer Service Department at1-877-358-1252.     Kind regards,   Jana A[redacted]