Conn's Home Plus

Thank you for the opportunity to respond to [redacted] additional comments. [redacted] has a 48 month Furnituregard Plan on his sofa, loveseat, chair and ottoman; which would cover Accidental Rips, Punctures and Tears however, the damage shown in the pictures taken indicate wear and tear to the material which is excluded from the Plan. Our records do not show [redacted] reported damage caused by a technician prior to mentioning it in his Revdex.com complaint.  We have reviewed all pictures and found they are consistent with the damages to all of the furniture items. We agreed to reinforce the arms and replace the dust covers however the customer refused therefore the service order has been canceled. Additional pictures are available upon request showing the excessive damage on all four pieces. If we may be of further assistance, [redacted] may contact Customer Service at [redacted].  Kind regards,  Kathryn J[redacted]

Thank you for the opportunity to
respond to Mrs. [redacted] complaint. Our records show on 6/23/14, Mr. [redacted]
purchased a [redacted] High Efficiency washer and dryer and elected to...

purchase a
48-month Repair Service Agreement Plan.
We researched Mrs. [redacted] complaint
and found she first contacted our service department on 6/24/15 stating the
washer is loud, shaking and displays an error code when it’s on the spin cycle.
Mr. [redacted] was contacted on 6/26/15 to schedule a service appointment however;
during the conve[redacted]tion he informed the service representative that the unit
was working and no longer needed service therefore the service order was
cancelled. We show a second service call was received on 8/3/15, stating the
washer is unbalanced. A service appointment was scheduled for 8/5/15; during
inspection the technician found the washer was not balanced properly and parts
were needed to complete repairs. After reviewing the technician’s findings it
was determined the washer was uneconomical to repair therefore; Conn’s agreed
to exchange the washer under the Terms and Conditions of the Repair Service
Agreement.  Mr. [redacted] was contacted on 8/6/15
and made aware that he could visit his local Conn’s to initiate the exchange.
At this time we are unable to honor
Mrs. [redacted] request to receive a full refund for the [redacted] Plan. As listed under
the Terms and Conditions of the [redacted] [redacted]
Kind regards,
Dyeisha [redacted]

Thank you for the opportunity to respond to Mrs. [redacted]
dispute.  We appreciate Mrs.
[redacted] for bringing her concerns to our attention.  We researched Mrs. [redacted] complaint
and found her issue has been addressed. 
After researching...

Mrs. [redacted] complaint; we found the
dishwasher garbage disposal was not installed properly.  Due to the improper installation; Conn’s
agreed to return the disposal.  We
also agreed to honor her request to credit the disposal installation fee.  Mrs. [redacted] will need to visit her
nearest Conn’s location to have the refund applied to her Visa credit card.

      
If we may be of further assistance, Mrs. [redacted] may contact
our Customer Service department at 1-877-358-1252.




 







Kind regards,
 
[redacted]
Customer Relations

Thank you for the opportunity to respond to Mrs. [redacted] additional
comments. Mrs. [redacted] elected to purchase a 48-month Repair Service
Agreement Plan with Conn’s for her refrigerator. The Repair Service Agreement
begins on the date the merchandise is received which was on 10/12/12 and ends
at the end of the term or if the policy is cancelled for any reason. Although
Mrs. [redacted] insist she has never used the Repair Service Agreement Plan, she
had coverage on her refrigerator for all necessary repairs or replacements of
covered products and product parts from 10/5/12 until she elected to cancel the
plan on 10/09/14. As previously informed, the Repair Service Agreement Plan
states, if the plan is cancelled after 30-days you will receive a pro-rated
refund based on the time expired from the date of this Agreement as a percentage
of the total term of this Agreement, less a twenty-five dollar ($25)
cancellation fee or ten percent (10%) of the purchase price of this Agreement
(whichever is less), less the cost of any claims paid under this Agreement.
Mrs. [redacted] has received a pro-rated refund in the amount of
$123.06 based on the time she had coverage on her refrigerator; no additional refund
is due to Mr. [redacted] at this time.
 
If we may be of further assistance, Mrs. [redacted] may contact us at [redacted]
 
[redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’ complaint. Our records show onMay 29, 2016, Mrs. [redacted] purchased a [redacted] washer and dryer which came with a 1-year limited manufacturer’s warranty; no additional coverage was purchased with Conn’s.   We researched Mrs. [redacted]’...

complaint and found she contacted our service department onOctober 26, 2016; stating her dryer was not heating or spinning. Mrs. [redacted]’ has re-located to an area that Conn’s does not currently service therefore we contacted the manufacturer on her behalf to schedule an appointment.  We were informed that a provider was not immediately available and that [redacted] would contact Mrs. [redacted]’ to schedule an appointment.  Mrs. [redacted] was informed that she would need to contact the manufacturer directly at1-800-726-7864 for further assistance.   Conn’s would like to apologize to Mrs. [redacted]’ for any inconvenience she may have been caused.  At this time we are unable to honor Mrs. [redacted] request; we have included a copy of Mrs. [redacted]’ invoice for her records and proof of purchase that may be needed by the manufacturer.       Kind regards,   Kathryn [redacted] Customer Relations

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,
The decision is not right or fair. I will pick it up as soon as I can.

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.]Yes conn's in correct in the service dates and attempted service calls on this piece of crap. Don't you think 4 calls on an appliance in a year is excessive, Besides the calls to conn's, [redacted] sent 3 so called techs to try to fix it and it was never fixed. I think 7 service calls on one piece of equipment in one year means the appliance is a piece of crap. all calls are documented. I have completely paid conn's off and will never step in one of their stores nor will I purchase an other [redacted] product. I am only one, but I have over 1500 friends on [redacted] and you can bet your last dollar I will start a campaign to spread the word about the lack of service and non concern of a customer that has spent OVER $15,000 in the last couple of years. Never more
Regards,
[redacted]

Thank you for the opportunity to respond to Mr. [redacted] complaint. We researched Mr. [redacted] complaint and found on10/4/15, Mrs. [redacted] purchased a ** French Door refrigerator and received a free water filter as part of the promotional offer. After further researching Mr. [redacted] complaint...

we were able to verify that water filter provided at the time of purchase is not compatible with the refrigerator purchased. Although we do not have the filters available for shipping Conn’s has mailed Mr. [redacted] a $100.00 gift card that may be used towards the purchase of the correct filter model ([redacted]). We ask to please allow 5-7 business days to receive the gift card.   We appreciate Mr. [redacted] for bringing this matter to our attention and we sincerely apologize for any inconvenience Mr. and Mrs. [redacted] experienced during this process.   If we may be of further assistance, Mr. [redacted] may contact us at1-866-765-1513.   Kind Regards,   Dyeisha [redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint. We researched Mrs. [redacted]’s complaint and found that her issue is regarding a purchase made under Linnette [redacted]. After further researching Mrs. [redacted]’ service history we found that the first service call was received...

on 10/13/16 due to the left recliner sectional making noise. A service appointment was scheduled for 11/26/16; during the inspection the serviceman found the issue was regarding the right recliner and reported the mechanism was bent. We ordered the parts from the manufacturer and the serviceman return to install the new mechanism on 12/19/16. Our records show a new service call was received on 1/31/17 regarding the same issue. The serviceman re-assessed the unit on 2/14/17 and rendered minor repairs by adding a metal piece to the left console to stop the grinding noise. The serviceman notated that the customer mentioned a hole in the fabric but was unable to find any rips or damages to the area upon inspection. On 3/07/17, a new service order was created due to the unit making a grinding noise when rocking and screws popping out from underneath the unit. A service appointment was scheduled for 3/28/17’ the serviceman found a new left mechanism was needed for repair. Our records show the parts have been shipped and Mrs. [redacted] is currently scheduled to install on 4/04/17. Once the parts are installed, we can determine what further actions may be required. Although Mrs. [redacted]’ furniture does not meet the qualifications for an exchange at this time, we will continue with any covered repairs as listed under the Terms and Conditions. If we may be of further assistance, Mrs. [redacted] may contact Customer Service at 1-877-358-1252  Kind regards, Dyeisha [redacted]

Thank you again for the opportunity to respond to [redacted] concerns regarding account #[redacted].  [redacted] stated [redacted] would like to have her account refinanced so [redacted] can lower her monthly payment. Unfortunately [redacted] account does not qualify for any of our refinancing options at this time.  In order to refinance an account it must meet certain criteria.  [redacted]'* account does not meet that criteria at this time. Thank you,[redacted]

Thank you for the opportunity to respond to Mrs. [redacted] additional comments. After further review we show a work order was created on 2/8/17 to have a technician assess Mrs. [redacted]’s washer at no additional cost. However; we show there was a system error when creating the service request which has caused a delay scheduling the appointment. We attempted to contact Mrs. [redacted] on 3/7/17 to schedule an appointment but were unsuccessful and left a voice message to return our call. Mrs. [redacted] is currently scheduled for the first available date of 3/13/17; once the technician assess the unit we can determine what further actions are required. We sincerely apologize for any inconvenience Mrs. [redacted] experienced as a result of the service delay. If we may be of further assistance, Mrs. [redacted] may contact us at 1-866-765-1513. Kind regards, Dyeisha Williams

Thank you for the
opportunity to respond to [redacted] complaint. Our records show on 5/19/13,
[redacted] purchased the S[redacted] mattress with a 48-month FurnitureGard
Plan.
 
We reviewed [redacted]
complaint and found she contacted our service department on 5/13/15...

stating her
mattress was sinking in and bulging out to the side. A service appointment was
originally scheduled for 6/13/15 however due to scheduling conflicts [redacted] appointment was re-scheduled for 6/27/15. During the inspection the
serviceman found a ½” body impression and several stains throughout the
mattress. [redacted] was contacted by our Furniture Claim specialist and advised
that based on the serviceman’s finding and the photos provided during
inspection; the mattress displays signs of stains on the same side the bulging
appears. [redacted] was also informed that her mattress only has a 1/2” body
impression which does not meet the qualification for an exchange under the
Terms and Conditions of the manufacturer’s warranty or the FurnitureGard Plan.
 
At this time we are unable
to honor [redacted] request for an exchange; her mattress does not meet the
qualification based on the serviceman’s findings and photos provided.
 
We have included a copy of
Sealy Warranty with our response.
 
If
we may be of further assistance, [redacted] may contact our customer service
department at [redacted]Kind regards,Dyeisha W[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]









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Our records show, as of
6/29/15, Mrs. T[redacted] has not returned her notebook purchased with us or contacted
service to assess her repair needs.  Mrs.
T[redacted] purchased a [redacted] Touchscreen notebook with a 1-year limited manufacturer’s
warranty only.  If repairs are needed it
would be under the manufacturer’s warranty. 
 
 
Kind regards,
 
Kathryn J[redacted]

Thank
you for the opportunity to respond to Mr. and Mrs. [redacted]’s additional
comments.   The problem Mrs. [redacted] described
is not caused by the washer, it is a problem with the waterline which Mrs.
[redacted] is aware of.  As previously
stated we will not be able to honor her request to waive the restocking fee or reimburse
fees for a plumber. 
 
If we may be of further assistance,
Mr. and Mrs. [redacted] may contact our Customer Service Department at [redacted].
 
 
Kind regards,
 
 
[redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint. Our records show on11/11/16; Mr. [redacted] purchased the [redacted] which consists of four pieces (console, hutch and pier base and pier top) and a 65” [redacted] 4K Smart TV.   We spoke to Mrs. [redacted]...

on 12/21/16 and agreed to exchange the television and hutch that was initially damaged during delivery. Mrs. [redacted] was informed that the hutch would be assembled with the remaining items that were previously accepted during delivery. We were able to verify during the re-delivery on12/23/16; our delivery team could not assemble the complete entertainment center due to additional damage found, therefore; Conn’s agreed to honor Mrs. [redacted]’s request to return the entertainment center only and issue a credit to Mr. [redacted]’s account. Mrs. [redacted] will be contacted by our delivery team to schedule an appointment to pick up the items. Once we receive the unit, we will process the credit to Mr. [redacted]’s account.   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 at1-866-765-1513.   Kind regards,   Dyeisha [redacted] Customer Relations

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.] I just had another service provider leave my house because an issue I've had a couple of time. the issue is vibration control. this unit is suppose to have the VTR and I've had to have a tech come out twice to fix it. was told both times it needs adjustments to the adjustable legs
Regards,
I just had another service provider leave my house because an issue I've had a couple of time. the issue is vibration control. this unit is suppose to have the VTR and I've had to have a tech come out twice to fix it. was told both times it needs adjustments to the adjustable legs needing to be adjusted. my question is how many times do I have to call because the vibration is causing it to need adjusted again and again.

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,
  Called 5/25/17after about 45min of trying to get ahold of an manager i was told the manager was busy and would call me back still no response 5/26/17time now is 2:25pm

Thank you for
the opportunity to respond to Ms. [redacted]’s concerns regarding account
[redacted].  Ms. [redacted] stated she was not
aware of the interest rate on her contract and would like a full refund. 
 
According to
our records, Ms. [redacted] signed a 30-month retail installment...

contract on August
9, 2015.  We respectfully disagree that
Ms. [redacted] was unaware of the interest rate on her retail installment contract. The
truth-in-lending disclosure statement is printed on the front of the contract. We
have attached a copy of Ms. [redacted]’s signed retail installment contract for her
records. 
 
We are unable
to honor Ms. [redacted]’s request for a full refund, as she is outside the return
exchange period; however, as a one-time offer and a goodwill gesture, if the
invoice balance of $1640.72 is paid in full within the 90 days, we will honor the
same as cash request and close the account. 
 
We value Ms.
[redacted] as a customer and appreciate her 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.  
[Provide details of why you are not satisfied with this resolution.]
Regards,
  I am done trying to get these people to listen to me. I am still very very unhappy.