Conn's Home Plus

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]

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 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 [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:
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 [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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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]

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]

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 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] 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]

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.

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.  
 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]

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]

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.

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]

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] 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]