Conn's Home Plus

Thank you for the opportunity to respond to Ms. [redacted]'s additional comments. As mentioned in our previous response, Ms. [redacted] signed invoice included the list of product and the additional surcharge she agreed to purchase. We provide our customer the option to receive their invoice via email or a print copy. Ms. [redacted] signed a Electronic Record and Signature Disclosure acknowledging that she agreed to receive her documents via email.As previously stated, Ms. [redacted] did not provide a copy of her homeowner's/renter insurance at the time of purchase but was instructed on how to proceed with the cancellation to receive a credit to her account. We have confirmed with our Insurance Department that as of 5/25/17, we have not received Ms. [redacted]'s cancellation request or declaration page to cancel Conn's optional insurance coverage. Ms. [redacted] may use the form provided in our previous response and send a copy of her declaration page to cancel the insurance and receive a credit.Our records show we received Ms. [redacted]'s warranty cancellation request and a credit of $834.67 was applied to her account on 5/12/17. Please be advised that the credit is applied to Ms. [redacted]'s total balance and does not change her monthly payments. We have attached a copy of Ms. [redacted]'s loan ledger for her records.In regard to the price guarantee, we confirmed that Ms. [redacted] was unable to provide the required documents in order to take advantage of our price guarantee. Conn's Price Guarantee states: We want you to be confident in your purchase from Conn's. If you find the same item advertised in the weekly print ad at an established retailer (excluding Internet-only competitors) within 30 days of your purchase, we'll match it*. No questions, no hassles. It's that easy. *Includes in-stock products only and those without other promotional, finance or clearance offers. Price match policy does not apply to computers.We sincerely apologize for any inconvenience Ms. [redacted] may have experienced during this process and we appreciate her for bringing her concerns to our attention.

Thank you for
the opportunity to respond to Mrs. [redacted]s concerns regarding account
#[redacted].  Mrs. [redacted]s stated her
account should be closed; however, she began receiving collection calls.
According to
our records, Mrs. [redacted]s faxed over information to cancel the Repair...

Service
Agreements on her contract and paid the account in full.  The RSA cancelation form had not been
processed and the account remained opened. 
We have
canceled the RSA agreements for a full credit to the account.  Mrs. [redacted]s also had property insurance on the
account; however, since the account would have been open less than thirty days,
the property insurance would have been canceled as well. 
We are in the
process of closing the account for Mrs. [redacted]s. 
She will receive a close out letter for her records within 30 business
days.
We value Mrs.
[redacted]s as a customer and sincerely apologize for any inconvenience she has experienced
due to this matter. Thank you,Cheryle S[redacted]

Unfortunately I have misplaced my contract, but they have acknowledged my purchase, that is not the issue.  The issue is that it fell apart within 3 months and to date they have not repaired it and I do not believe it is repairable.  They need to replace it.  It came from the factory without the proper stuffing.

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 am not satisfied with it being another 30 days for the close out letter since it has already been 30 days since the last time she said that I would be getting it. I believe 10 days is sufficient time for the receipt of the close out letter, I am done.
Regards,[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 was not told the item was on back order how ever I did recieve a new item after I filed this claim.   Again this company fails to communicate with  the customers.    
Regards,
[redacted].

Thank you for the opportunity to respond to Mrs. [redacted] additional comments. We spoke to the store manager who agreed to purchase a new chair on Mrs. [redacted] behalf due to the inconvenience. Our records show this merchandise is scheduled to arrive from the manufacturer on 10/24/16. Once we receive the merchandise, Mrs. [redacted] will be contacted for pick up. Again, we sincerely apologize for any inconvenience Mrs. [redacted] experienced as a result of the delay. If we may be of further assistance, Mrs. [redacted] may contact us at 1-877-358-1252. Kind regards, Dyeisha [redacted]

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to Mr. [redacted]’s concerns. We have a more than 120-year history of quality customer service and satisfaction, and we would not want anything to impair that record. As a reminder, Mr. [redacted] may contact Conn’s regarding...

questions by calling our Customer Service Helpdesk at 1-877-358-1252, or on-line at www.conns.com. Mr. [redacted] has stated in the complaint: 1)       He purchased extended warranty on his washer until 10/3/17 but has not been able to get repairs on his washer; 2)       He was informed that we do not have technician in his area; and 3)       He is requesting to have the unit repaired or receive a refund.   Our investigation reveals that: 1)    Mr. [redacted]’s Repair Service Agreement with Conn’s expired on 9/18/14 2)    Mr. [redacted] was informed to contact his warranty agreement company  for assistances because we did not have a technician in his area for service; and 3)    Mr. [redacted] will need to contact his warranty policy holder.     Our records show on 9/18/10, Mr. [redacted] purchased a [redacted] and elected to purchase a 48-month Repair Service Agreement with Conn’s that expired on 9/18/14.   We researched Mr. [redacted]s’ complaint and found that we have only serviced his washer once while under Conn’s Repair Service Agreement Plan. On 3/24/14, the technician reported he replaced Mr. [redacted]’s switch to complete the repairs.   After further research we were able to confirm that Mr. [redacted] elected to purchase extended warranty through [redacted] Service Protection which  a third party company. Our records show on 7/17/17, we received a service request from [redacted] on Mr. [redacted]’s behalf to assess the washer. However; we notified the warranty company as well as Mr. [redacted] that we no longer had service providers in his area and were unable to assess the unit.   At this time we are unable to honor Mr. [redacted]’s request. Mr. [redacted] has been informed that he would need to contact [redacted] Service Protection directly for further assistance.   Conn’s value Mr. [redacted] as a customer and appreciates him for bringing this matter to our attention.

Thank
you for the opportunity to respond to Mrs. [redacted] complaint. Our records show on
10/03/13, Mrs. [redacted] purchased the [redacted] Reclining furniture set
which...

consist of two pieces (sofa and loveseat) both with a 48-month
FurnitureGard Plan.
 
We
show Mrs. [redacted] has contacted our service department on six separate occasion
regarding her sofa and loveseat.
·        
On
5/28/14- Mrs. [redacted] called stating the seams were coming apart on the
loveseat. Although the reported damages were not covered the serviceman
stitched the seams together and re-stuffed the arm pillow.
·        
On
7/27/14- Mrs. [redacted] called for service regarding the same issue. The
serviceman found the previous stitching came undone and the footrest has no
cushion due to shifting. Mrs. [redacted] refused service and requested an exchange
however; the claim was denied and informed to continue with repairs.
·        
On
9/3/14- Mrs. [redacted] called for service on her sofa however; upon arrival the
serviceman found issue was regarding her loveseat. The serviceman found the
stitching was coming undone, the cushion core was flat and cushion covers was
fading. Mrs. [redacted] was informed that stitching and fading was not covered by
the FurnitureGard Plan however; a new work order was created to order parts to
repair the cushion core. We show the parts arrived at Mrs. [redacted] residence on
10/16/14 and she was scheduled for repairs on 10/31/14. Upon arrival the
serviceman found the cushion cores had not arrived but notated the loveseat
needed a new mechanism; once the parts became available the serviceman
installed the new mechanism.
·        
On
12/30/14- Mrs. [redacted] called stating she received parts. Upon arrival the
serviceman found Mrs. [redacted] received another mechanism and installed the parts
however; she stated she still had not received the cushion core.
·        
On
2/1/15- Mrs. [redacted] called stating she accidentally tore the cushion on the
sofa however; the order was cancelled due to no response scheduling Mrs. [redacted]
initial appointment.
·        
On
2/18/15- Mrs. [redacted] called regarding same issue with her sofa. We show Mrs.
[redacted] service appointment is scheduled 3/6/14.
 
At
this Mrs. [redacted] sofa and loveseat does not meet the qualification for an
exchange under the Terms and Conditions of the FurnitureGard Plan; we will
continue with any necessary repair.
 
If
we may be of further assistance, Mrs. [redacted] may contact customer service at
[redacted]
 
 
Kind
regards,
 
Dyeisha
W[redacted]

Thank you for
the opportunity to respond to [redacted] concerns regarding account
[redacted].  [redacted] stated he paid his
account balance in full; however, his account did not close.
 
According to
our records, [redacted] signed a 24-month retail installment contract on...

June
4, 2014.  That contract included our
property insurance. Due to this being a secured retail installment contract,
the merchandise must be insured until the account 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.
 
On July 16, 2014, [redacted] paid
the invoice balance of $1298.97; however, he did not pay the amount owed for
the property insurance.  This caused [redacted] account to remain opened. 
 
As a gesture of goodwill, we have
agreed to honor the amount paid and close the account.  We have also submitted a request to the
credit bureaus to remove the credit mark assessed on the account.  We ask that [redacted] please allow 7-10
business days for the account to update and reflect a closed status.  We also ask that [redacted] please allow the
credit bureaus 30-60 days to update their files. 
 
Conn’s values [redacted] as a
customer and sincerely apologizes for any inconvenience he may have experienced
due to this matter.  Thank you,Cheryle S[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.  
It's obvious, yet not surprising, to see that this company is willing to lie to cover their scam and lack of customer service. All I know is that two individuals were in my home verbally stating that the couch was visibly and physically defective and unrepairable. Not to mention the delivery person pointing out the defect upon delivery !! Store Manager [redacted] stated to me more than once that when the report comes back unrepairable he will have someone pick up the furniture for a refund. I even had the delivery department call to schedule this pickup and then was asked if he could call me back but never did. When I was first willing to exchange for a completely different set due to the fact that the delivery guy and the sales person disclosed that there have been issues with this particular set I went down to the store and selected the exchange. I was then told that the new set was on backorder by [redacted]. This was when I was informed by customer service that they wanted to charge me a $129.00 exchange fee. I explained that I should not be paying this fee when the furniture arrived defective. I was referred back to the store manger and received the daily runaround as detailed in my previous report. I have made 37 phone calls in attempt to resolve this matter with the most horrendous results. As a matter of fact the first time I have ever received any type of professional communication was after I filed my report with the Revdex.com which is very telling! I have zero confidence in Conns as a company not to mention the quality of what they sell. I just want them to pick up their defective furniture set which is sitting here with tags still on it and give me the refund I was promised numerous times.
Regards,
  [redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’
complaint.  Our records show on
Roman","serif";mso-fareast-font-family:"Times New Roman";
color:darkblue">5/05/15 Mrs. [redacted]
purchased a Sealy (Tropic Waters) plush queen mattress with a 48-month
Furnituregard Plan.  Mrs. [redacted] elected to have her mattress delivered; we
show Mrs. [redacted]’ delivery ticket and delivery receipt were signed acknowledging
Mrs. [redacted]’ mattress was delivered and received on 5/06/15 in good order.  The signature on Mrs. [redacted]’ delivery
ticket and delivery receipt acknowledges that Mrs. [redacted]’ mattress was
thoroughly inspected for an exchange or price concession would not be authorize
after the delivery.
 
After researching Mrs. [redacted]’ complaint we found she contacted us
on 5/07/15; stating she was not satisfied with the
mattress and requested to have the unit exchanged.  Mrs. [redacted] was
reminded of Conn’s Return and Exchange Policy which states: No Return or
Exchanges on Furniture, mattresses,
décor & accessories unless inspected by a Conn’s Service Technician and
found to have a manufacturer’s defect.  
 
Mrs. [redacted] signed her invoice and contract
confirming/acknowledging the Sealy (Tropic Waters) mattress is the mattress
that she selected and purchased.  Therefore, we are unable to honor Mrs.
[redacted]’ request to return/exchange her mattress.
 
If we may be of further assistance, Mrs. [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] complaint. Our records show on12/18/13, Mrs. [redacted] purchased a [redacted] washer and dryer and elected to purchase a 48-month Repair Service Agreement Plan.   We researched Mrs. [redacted] complaint and found she contacted our service...

department on8/4/16stating her dryer was not drying her clothes. Mrs. [redacted] service appointment was scheduled with a 3rd party certified technician due to her location. The service provider stated they attempted to contact Mrs. [redacted] on several occasions using the phone number on file but was unsuccessful. Our records show Mrs. [redacted] contacted the service department on8/17/16to get an update regarding her appointment but was advised the technician was unable to reach her on the number listed. Mrs. [redacted] provided an alternate contact number and the information was forwarded to the service provider to schedule an appointment. We show Mrs. [redacted] is currently scheduled for service on 8/30/16; once the technician assess the dryer we can determine what further actions are required.   We sincerely apologize for any inconvenience Mrs. [redacted] experienced as a result of the delay.   If we may be of further assistance, Mrs. [redacted] may contact us at1-866-765-1513.   Kind regards, Dyeisha [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 will reach out to Ms. J[redacted] tomorrow 1/27/15; however, Conns has not attempted to contact me, or if they have, they did not leave a message.  The do have my correct telephone number as it was given to them several times and again when the gentleman came out and took pictures again.I am rejecting the response due to the following:1.  This only addresses the damage they did to my old refrigerator but does not address the damage to my new refrigerator they delivered.  The damage was noted on the delivery, pictures taken and promise to provide a replacement for the damage refrigerator.2.  I cannot agree to accept their offer to fix the damages done to my old refrigerator until I speak with Ms. J[redacted] and discuss and/or answer questions, etc.Regards,
  [redacted]

Thank you for the opportunity to
respond to Mrs. [redacted] complaint. Our records show on 6/8/15, Mrs. [redacted]
purchased a Frigidaire gas range with purchase a 48-month Repair...

Service
Agreement and elected to purchase Conn’s natural gas installation service.  Mrs. [redacted] range was delivered and
successfully installed on 6/10/15.
We researched Mrs. [redacted]’s
complaint and found she contacted our service department on 8/10/15, stating
there was a gas smell coming from the range. A service appointment was
scheduled with a 3rd party certified technician for 8/18/15; however
during the inspection the technician reported he was unable to duplicate the
problem. Our records show Mrs. [redacted] contacted the service provider directly
because she continued to have an issue with the range and was scheduled to have
the technician re-assess the unit on 8/21/15. During the inspection the
technician found parts were needed to complete repairs. We show the parts were
received and installed on 8/31/15; the technician tested the unit and reported
the range is functioning properly. Our service department has attempted to
contact Mrs. [redacted] to ensure repairs were completed to her satisfaction but
have been unsuccessful in their attempts and left a voice message to return our
call.
At this time we are unable to honor
Mrs. [redacted] request for an exchange; based on the technician’s report repairs
have been successfully completed. If Mrs. [redacted] is in need of service she may
contact our Service Department at [redacted]. We sincerely apologize for
any inconvenience Mrs. [redacted] experienced during this process.
If we may be of further assistance, Mrs.
[redacted] may contact Customer Service at [redacted].
Kind regards,
Dyeisha W[redacted]

Thank you for the opportunity to respond to Mrs. [redacted] complaint. Our records show on 11/20/16, Mrs. [redacted] purchased a [redacted] washer and dryer and elected to purchase a 36-month Repair Service Agreement Plan. Mrs. [redacted] washer and dryer were delivered, and she signed acknowledging...

receiving them in good order on 11/25/16.   We researched Mrs. [redacted] complaint and found that she contacted our service department on11/27/16stating her washer wobbles and shook when on the rinse cycle. A service inspection was scheduled for 12/6/16; during the inspection, the technician found the legs were not touching the floor and adjusted the unit to complete repairs. Mrs. [redacted] contacted service again on12/15/16regarding the same issue and was scheduled for12/19/16. During the inspection, the technician found the base shock nuts were not on the drum. The tech replaced and tightened the shock nuts to complete the repairs. Our records show Mrs. [redacted] contacted our service department on12/28/16stating the unit is still shaking.   After further review of Mrs. [redacted] service needs Conn’s has agreed to issue an exchange on the washer only. Mrs. [redacted] may visit her nearest Conn’s to re-select a new washer for up to $629.99 which is the original amount paid.   If we may be of further assistance, Mrs. [redacted] may contact us at1-877-325-1252.   Kind regards,   Dyeisha [redacted]

Thank you for
the opportunity to respond to Mrs. [redacted] concerns regarding account
#[redacted].  Mrs. [redacted] stated she
has not received her refund check from Conn’s.
 
According to
our records, Mrs. [redacted] was issued a refund check in the amount of $479.58
on...

August 27, 2014.  On September 19,
2014 Mrs. [redacted] called in to update her address. 
 
The refund
check was sent to the incorrect address. 
We have confirmed the refund check has not been cashed and has been
returned to us. 
 
We have
updated Mrs. [redacted] address in the system and the check will go out in the
mail today, October 31, 2014.  Please
allow 7-10 business days to receive the check.
 
We ask that
Mrs. [redacted] contact us in the event she does not receive the check within
7-10 business days so we may track its location.
 
We value Mrs. [redacted] as a customer and appreciate her bringing this matter to our
attention.  Thank you,[redacted]

Thank you for the opportunity to respond to [redacted]
complaint. Our records show on 9/29/14, [redacted] purchased the [redacted] set which consisted of...

three pieces (left sofa, left corner sofa and
sectional daybed) which all came with a 1-year limited manufacturer’s warranty.
[redacted] furniture was delivered and received in good order on 930/14.
 
We reviewed [redacted] complaint and found she contacted
our service department on 3/14/15 stating the cushions were sinking in on all
three furniture pieces. [redacted] service appointment was scheduled on
3/25/15 however; the serviceman notated the service order was cancelled after
several failed attempts to contact [redacted] to confirm the time of her
appointment. Our records show a new service order was created on 4/3/15
regarding the same issue with all three pieces. We verified with the serviceman
that [redacted] repairs were completed up to the manufacturer’s
specifications on 4/27/15; the serviceman added [redacted] to all seat cushions
as needed and repaired the broken frame on the daybed.
 
 
We sincerely apologize for any inconvenience [redacted]
experienced during this process.
 
 
If we may be of further assistance, [redacted] may contact
customer service at [redacted].
 
 
 
 
Kind
regards,
 
[redacted]

Revdex.com:
This letter is to inform you that Conns Appliance, Inc. has carried out to my satisfaction the resolution for my complaint, filed on 9/18/2016 and assigned ID [redacted].  
Regards,
[redacted]

Thank you for the opportunity to respond to Mr. [redacted] complaint. Our records show on 8/23/14, Mr. [redacted] purchased the United Soho
Espresso sectional set which consist of three pieces (left sofa, right chaise
and ottoman) with a 1-year limited manufacturer’s warranty. Mr....

[redacted] was
scheduled and received delivery on 8/29/14 in good order.
 We received Mr. [redacted]’ complaint and found he contacted our
customer helpdesk department on 9/9/14 stating he was not satisfied with the
furniture set. Mr. [redacted] was educated the he could only exchange the furniture
set within 14 days from the date of purchase with a $129.00 exchange fee. Our record
show on 9/18/14, Mr. [redacted] contacted our service department stating the
cushions were sinking in on the left sofa and right chaise. A serviceman was
scheduled on 9/27/14; upon inspection the serviceman found the complaint was
regarding the difference in the way the cushions felt; the left sectional piece
was softer than the right. On 10/06/14, a service claim representative
contacted Mr. [redacted] and informed him that based on the serviceman findings
there were no defects found with the furniture; the firmness of the sectional
set is a preference that is not guaranteed by the terms and condition of the
manufacturer’s warranty.       
At this time we are unable to honor Mr. [redacted]’s request to
return the furniture set for a refund; as of 9/12/14 he has exceeded the time
frame to exchange his furniture set. Based on the serviceman’s finding during
inspection, there was no defect found with the sectional set.
 
If we may be of further assistance, Mr. [redacted] may contact us at
1-877-358-1252.
 
 
[redacted]

Revdex.com:
This letter is to inform you that Conn's Appliance, Inc. has "NOT" carried out anything to my satisfaction to the resolution it proposed for my complaint, filed on 10/18/2016 and assigned ID [redacted]. I am still stuck with a broken washing machine along with a balance they...

want me to continue to pay and all Conn's offered me for all my days missed from work, hassle of not being able to use my purchase is a $50 gift card. All the while my washing machine is useless & unserviceable. I continue to call them with my complaint and all I get is "I am sorry but we can't help you, all we can do is continue to send someone out to keep fixing your broken goods".
Regards,[redacted]