Conn's Home Plus

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint. Our records show on5/25/16, Mrs. [redacted] purchased a [redacted] washer and dryer both with a 48-month RSA Plan and two pedestals. Mrs. [redacted] items were scheduled for delivery on5/26/16 however; during delivery the washer and one...

pedestal were damaged therefore she was re-scheduled for delivery the following day. We show Mrs. [redacted] new washer and pedestal was delivered and received in good order on5/27/16. We have no records showing Mrs. [redacted] has contacted us regarding any further issues with her units since the items were delivered.   If we may be of further assistance Mrs. [redacted] may contact us at1-866-765-1513.     Kind regards, Dyeisha [redacted]

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to the concerns you have regarding account(s) [redacted]. We have a more than 120-year history of quality customer service and satisfaction, and I would not want anything to impair that record. Our contact information is located...

on Mr. [redacted]’s retail installment contract or promissory note and security agreement, invoice, coupon book, and welcome letter. As a reminder, he may contact Conn’s regarding questions about his purchase by calling our Customer Service Helpdesk at 1-877-358-1252, or on-line at www.conns.com.   Mr. [redacted] stated in his complaint that: he mailed in his final payment on April 1, 2017; he made three additional payments; he would like to know why additional charges were on the account after the initial payoff; he would like a refund of the overpaid amount; he would like to be removed from the mailing list; and he would like late fees refunded. Our investigation reveals that: Mr. [redacted] paid his account balance in full on April 3, 2017; he made three additional payments; additional charges were not assessed on the account; however, due to a system issue the account did not close on April 3, 2017; a refund for the overpaid amount is being processed; we have removed Mr. [redacted] from the mailing list; and there were no late fees assessed on the account. According to our records, Mr. [redacted] scheduled a payment in the amount of $73.54 on April 3, 2017. This payment paid the account balance in full.  On April 4, 2017, Mr. [redacted] paid an additional $9.72. On April 5, 2017, he paid $4.12 and on April 6, 2017, he paid $20.00.   No additional charges were assessed on the account; however, due to a system issue, Mr. [redacted]’s account did not close on April 3, 2017. Mr. [redacted]’s account is now closed and we are processing a refund for the $9.72, $4.12 and $20.00 payments.  We ask that Mr. [redacted] please allow 10-14 business days for processing.   We have removed Mr. [redacted] from the mailing list. Please note, he may receive promotional offers within the next 30-days as offers could have been mailed prior to the removal.   Conn’s respectfully disagrees that it should refund late fees assessed on the account as there were no late fees assessed on the account. Conn’s values Mr. [redacted] as a customer and apologizes for any inconvenience he experienced due to this matter.

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint. We reached out to the delivery manager who stated they have made several attempts to contact Mrs. [redacted] to deliver the additional slats however; they have been unsuccessful. Mrs. [redacted] may contact the delivery department in her...

area at 615-213-0700 to schedule delivery. Conn’s has agreed to honor Mrs. [redacted]’s request and issue a credit of $229.98 (delivery and assembly fee) to her account. We ask to please allow 7-14 business days for the credit to reflect on her account balance.  If we may be of further assistance, Mrs. [redacted] may contact us at 1-866-765-1513 Kind regards, Dyeisha W[redacted]Customer Relations

Thank you for
the opportunity to respond to Ms. [redacted]’s concerns regarding account
[redacted].  Ms. [redacted] stated her name
was spelled incorrectly on her account and she would like it corrected. 
According to
our records, Ms. [redacted] signed a 34-month retail...

installment contract on
November 27, 2015.  That contract had her
first name spelled [redacted] instead of [redacted].  On January 5, 2016 Ms. [redacted] contacted us regarding
the error and a name correction request was processed.  As of January 14, 2016 the correction has
been processed and the spelling of Ms. [redacted]’s name has been corrected.  Ms. [redacted] will receive a new payment
booklet in the mail with the correct spelling within 10-14 business days.  We have attached a copy of her payment
history as verification that the corrections have been made.
Conn’s values
Ms. [redacted] as a customer and we apologize for any inconvenience she may have
experienced due to this matter.  Thank you,Cheryle [redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’ complaint. Our records show on July 3, 2016, Mrs. [redacted] purchased two [redacted] Showcase power recliners and elected to purchase a 36-month FurnitureGard Plan. Mrs. [redacted] delivery was originally scheduled for July 4, 2016however; both units...

were not available for immediate delivery. Our records show Mrs. [redacted]’ recliners were delivered and signed acknowledging the items were received in good order on July 18, 2016.   We spoke to the store manager regarding Mrs. [redacted]’ complaint and was advised that they offered a delivery concession to her account due to the delivery delay. Our records show we processed a credit of $79.99 to Mrs. [redacted] account. We have no further records showing that Mrs. [redacted] was offered additional compensation regarding her purchase. If Mrs. [redacted] is able to provide supporting documentation, we will be happy to look further into this matter.   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 Ms. [redacted]’s concerns regarding account
[redacted].  Ms. [redacted] stated her
account is listed in her domestic partner’s name and she would like it corrected.
 
According to
our records, Ms. [redacted] submitted a credit application...

through www.conns.com on April 18, 2015.  Ms. [redacted] also signed a 32-month retail
installment contract on April 18, 2015.  Due
to a system error, the credit application defaulted to Ms. [redacted]’s partner’s
name because there was a previous application on file for her using the same
address.  This system issue has been corrected.
 
Ms. [redacted] stated
she would like the contract corrected and a new payment booklet mailed to her.  Ms. [redacted] was directed to the store to
sign a new contract to correct the matter; however, she did not wish to do
so.  On August 26, 2015 Conn’s emailed a
new retail installment contract through our [redacted] process.  As of August 31, 2015 we have not received
the corrected contract. 
 
Once we
receive the contract, the account corrections can be completed, a new payment
booklet will be mailed to the address on file and the credit marks will be
reversed.  We value Ms. [redacted] as a
customer and sincerely apologize for any inconvenience she has experienced due
to this matter.

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to Ms. Mikell’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, Ms. Mikell may contact Conn’s regarding questions...

by calling our Customer Service Helpdesk at [redacted] or on-line at www.conns.com.  Ms. Mikell has stated in the complaint: 1) she contacted us for service, and after two exchanges, she requested a refund but was told we could not issue a refund; and 2) that she was unable to speak with a district or corporate representative.     Our investigation reveals that: 1) Ms. Mikell’s recliner has been exchanged twice as listed under the Terms and Conditions of the manufacturer’s warranty. Conn’s Return and Exchange Policy states; No Returns/Exchange on Furniture, mattresses, décor & accessories unless inspected by a Conn's Service Technician and found to have a manufacturer's defect. If your product fails while under manufacturer's warranty, Conn's Factory Authorized Service will repair your product according to these warranties and; 2) Ms. Mikell was contacted by a corporate representative on 5/13/17 and advised that we are unable to issue a refund but was reminded that she was approved for an in-store credit to re-select new furniture.   Our records show on 1/30/17, Ms. Mikell purchased a Catnapper Malone Vino Power Recliner which comes with a 1-year limited manufacturer’s warranty. Ms. Mikell did not elect to purchase additional coverage with Conn’s. We show Ms. Mikell elected to pick up her recliner from our Conn’s located in Chattanooga, TN and signed her invoice acknowledging the item was received in good order.   We researched Ms. Mikell’s service history and found that she contacted our Service Department the following day (1/13/17) stating the recliner footrest would not extend and the recliner was leaning forward. Ms. Mikell’s service appointment was scheduled for 2/10/17. During the inspection, the serviceman found the seat and back frame was separated but was able to use a drill and screws to brace the seat and back frame. The serviceman reported that the motor was hesitating and notated a new motor was needed to complete the repairs. Once we received the new motor, Ms. Mikell was scheduled for installation on 3/15/17.  Upon installation, the serviceman found that the part did not correct the problem therefore on 3/16/17 Ms. Mikell was approved for an exchange for the same model  The new recliner was delivered and Ms. Mikell signed acknowledging the item was received in good order on 3/25/17. Ms. Mikell declined to purchase additional coverage with Conn’s HomePlus.   Our record show Ms. Mikell contacted our service department again on 4/14/17 stating that her new recliner moves sideways when sat on. A service appointment was scheduled for 4/29/17. During the inspection, the serviceman found the recliner was non-repairable and submitted a request for an exchange. On 5/3/17, Ms. Mikell was approved for an in-store credit of $799.99 to re-select one furniture piece. We show MS. Mikell re-selected the Man Wah Sabine Recliner which was delivered in good order on 5/20/17. We have no records showing that Ms. Mikell has contacted us regarding any additional concerns sine her new recliner was delivered.   Conn’s values Ms. Mikell as a customer and appreciates her for bringing her concerns to our attention.

Thank you for the opportunity to respond to [redacted]
complaint.  Our records show on[redacted]14, [redacted] purchased
a [redacted]...

[redacted] furniture set which consisted of two pieces (sofa,
loveseat) with a 48-month [redacted] Plan on both pieces; with [redacted]
qualifying purchase he received a free [redacted] LED TV.  [redacted]
elected to have his items delivered; we show [redacted] delivery was
completed on [redacted]14.
 
We show [redacted] later contacted his sales representative
regarding the [redacted] coverage.  [redacted] expressed his
dissatisfaction towards the coverage and requested to cancel the
[redacted].  Our records show [redacted] was cancelled
on[redacted]/14 and a full refund was processed. 
After researching [redacted] complaint we found his refund was delayed
because we needed his original credit card to apply the credit to his
account.  We spoke with [redacted] and as of [redacted]/14 the credit of $487.10 has been processed to [redacted].  We ask that [redacted] please allow 3-5 business days for
the credit to post.  We sincerely apologize to [redacted] for the
experience and any inconvenience that has been caused.
If we may be of further assistance, [redacted] may contact [redacted] at ###-###-####.
 
 
Kind regards,
 
[redacted]

Thank you
for the opportunity to respond to Mrs. [redacted]’ complaint. We forwarded Mrs.
[redacted] complaint to the store and district manager where the purchase was made
and was informed that during the initial purchase, she was advised that the
ottoman was included with the purchase of her...

[redacted] chair. However
it was confirmed that Conn’s did not carry the [redacted] ottoman at the time of
purchase. Due to the sales error Mrs. [redacted] was offered the option to either
receive a free ottoman or $100 credit. Mrs. [redacted] elected to receive the free
ottoman which required us to place a special order from the manufacturer. Our
records show the ottoman became available on9/7/15however;
upon pickup Mrs. [redacted] stated the ottoman was not the same color as the chair
purchased. We were unable to re-order the ottoman therefore; Mrs. [redacted] was
given the option the return the chair for a refund or receive $100 concession
to keep the chair without the ottoman.
 
We
attempted to contact Mrs. [redacted] to discuss her concerns, however, we have been
unable to reach her.  Conn’s has agreed
to honor her request and credit her account $250.00 oppose to receiving the
free ottoman.  We ask that Mrs. [redacted]
please allow 3-5 business days for the credit to post.
 
 
If we may be of further assistance, Mrs. [redacted] may contact
us directly 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.  
Please again it's [redacted], also the page I attached does show the unemployment insurance. And yet AGAIN I request someone to call me to discuss this matter however you seem to almost refuse this request again and again.
Regards,

Thank you for the opportunity to respond to **.
[redacted]’ complaint. Our records show
on 11/19/14, [redacted] purchased a LG 3D Blu-Ray Home Theatre System with...

a
24-month Repair Service Agreement.
 
After further review of [redacted]’ complaint
we show Conn’s agreed to honor his request for an exchange. [redacted] received
an in-store credit for $799.99 which was the original amount he paid to
re-select another home theatre. Our records show on 2/4/15, [redacted]
re-selected a Bose Cinemate130 Home Theatre System for $1499.99 and financed
the difference on his Conn’s account.
 
 
If we may be of further assistance, [redacted] may contact customer
service at 1-877-358-1252.
 
 
Kind regards,
 
[redacted]

Thank you for the
opportunity to respond to [redacted] complaint. Our records show on
1/11/15, [redacted] purchased a [redacted] washer with a 24-month Repair
Service Agreement Plan. [redacted] elected to pickup his washer the same day
from our Conn’s located in [redacted]...

[redacted]
 
After further review and
research, we have no records that [redacted] has contacted our service
department regarding any issues he is experiencing with his washer. On 5/4/15,
a service representative attempted to contact [redacted] to schedule a
service appointment however; they were unsuccessful and were unable to leave a
voice message.
 
Although [redacted]
washer does not meet the qualifications for an exchange at this time; he may
contact our Service Department at [redacted] to schedule an appointment to
have a service technician assess the unit.
 
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.  Conn's has said we can get anything in the store for the same price as the sofa and love seat, however when we picked an item we wanted they said we had to pay $500 upfront in order to have it delivered if we wanted the warranty. Common sense I'd we want the warranty becauseof what happened with the couches. They will not finance the $500 warranty. Given all the crap we have had to deal with, we feel that's the least they can do!
[Provide details of why you are not satisfied with this resolution.]
Regards,

Thank you for the opportunity to respond to Mr. [redacted]’s complaint.   As stated in our previous response, we show that Mr. [redacted]’s service call was canceled due to them stating that no tech was needed. We show that Mr. [redacted]’s dishwasher only has manufacturer’s warranty; in order to move forward Mr. [redacted] will have to continue with service so that we can determine if further repair or a replacement is warranted.  Mr. [redacted] can contact Conn’s Service Department at 1-855-266-6349 to schedule his appointment.  Mr. [redacted] also has the option of contacting the manufacture for service if he is unhappy with Conn’s Service. If we may be of further assistance, Mr. [redacted] may contact our Customer Service Department at 1-877-358-1252.  Kind regards, Kristal [redacted]

Thank you for the opportunity to respond to Mrs. [redacted] complaint.  Our records show on 12/13/12, Mrs. [redacted]...

purchased
a Melody furniture set which consisted of (4) pieces; sofa, loveseat, chair,
and ottoman with a 48-month Furnituregard Plan on all four pieces.  Mrs.
[redacted] elected to have her furniture delivered; we show Mrs. [redacted] signed
acknowledging all furniture pieces were delivered on 12/15/13 in good order.
 
We received Mrs. [redacted]’s complaint and found she contacted our
service department on two separate occasions regarding all four furniture
pieces; Mrs. [redacted] contacted us on7/08/14 stating water had
spilled on her furniture and on 10/22/14 stating the
furniture thread was unraveling.  After reviewing Mrs. [redacted]’s service
history Conn’s agreed to exchange her furniture; on 11/07/14Mrs. [redacted]’s
exchange was approved.  Mrs. [redacted] was given a total credit up to the
original amount she paid of $ 1,999.96 to re-select a new furniture set. 
We attempted to contact Mrs. [redacted] on 11/18/14 regarding her
approval, but we were unsuccessful in our attempt.  Mrs. [redacted] may visit
her nearest Conn’s location to initiate her exchange and scheduled delivery.        
If we may be of further assistance, Mrs. [redacted] may contact
Customer Service Department at [redacted]
 
 
Kind regards,
 
[redacted]

Thank you for the opportunity to respond to Mrs. S[redacted] concerns. 
We researched Mrs. S[redacted] dispute and confirmed she was offered a $100.00
concession for the damage that was found at the time of delivery.  There was a processing error and Mrs. S[redacted]
concession had not been...

applied to her invoice. 
 
Mrs. S[redacted] has been contacted regarding her experience and the
error has been corrected.  Mrs. S[redacted]
will receive $179.99 total credits to her account which will post to her
account within the next 3-5 business days. We sincerely apologize for any
inconvenience Mrs. S[redacted] has experienced during this process.
 
If we may be of further assistance, Mrs. S[redacted] may contact our
Customer Service department at 1-877-358-1252.
 
Kind regards,
 
Kathryn J[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.]I was told by the person I talked t on the phone that the $50.00 would come off my first payment which is why I paid the amount of $343.81.  It is minus the $50.00 as I was told to do.  My next payment will be for the full amount of $393.81 which is what I am supposed to pay per month from now on.  I don't appreciate them playing games with me.
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.  
[Provide details of why you are not satisfied with this resolution.]. I have read response from Conns and it is, OBVIOUS they will not take responsiblity for their poor actions and will not accept the fact that Conns sold me  a Manufactory Defective TV this damage was confirmed my their own Tech that was sent by Conns to veiw damage it is upsetting to me on how the Major world wide corporation handles their dis- satisfied customers I want to make it clear that Yes I confirmed no Physical Damage on TV but merely a internal manufactory Damage  TV So we understand internal means inside not outside there is no way that could have not been done my myself or during transition this TV had this defect upon building.  Your poor communication by your so called trained salesman was terrible you see allthough we signed contract not one is presented in hand this contract is emailed making it  hard to read at that moment which I feel the salesman should, review with the consumer these are important facts to know at time of purchase but In my situation  the salesman failed miserably Conns, only reached out to me for repair only because their tech confirmed damage otherwise Conns could careless they made their sale another thing I will point out is at the time of contact $734 dollars, was, added to my purchase amount when I asked salesman what is, this charge he stated oh thats, our insurance mind you this salesman did not even mention to us, until I asked this should, have been my que to opt out this is, the shady kind of smthings Conns, does to its, consumer I faxed in my homes owners, insurance to have this charge removed on 9/26/16 this has not bern removed from my account $734 is, alot of money so Ms. [redacted] what response, do you have on this charge and why is it still on my account ?  I do not agree with how Conns has, treated this poor outcome I am very dis satisfied with this Comany I will take further action and have written every local news channel so that I can take this to the media on how Conns sold me a defective TV I want consumers, to know beware of the shady contracts poor communication and defective products I will never shop here again and will let everyone I know how this Company cheated me. 
Regard,  [redacted]

Thank you for the opportunity to respond to Mrs.
[redacted]’s
complaint. After further review and research we show Mrs. [redacted]’s claim was
submitted to UST for review and...

processing regarding damages to her floor
during delivery. We confirmed with the UST claims department that Mrs. [redacted]’s
claim was settled on 2/5/15 for $6,418.52; we ask that Mrs. [redacted] allow 10
business days to receive her refund. We sincerely apologize for any
inconvenience Mrs. [redacted] experienced as a result in delay processing her claim.
 
If we may be of further assistance, Mrs. [redacted] may contact customer
service at [redacted].
 
 
Kind regards,
 
Dyeisha
[redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint. Our records show on 9/24/16, Mr. [redacted] purchased a 78” [redacted] 4K Curved TV and elected to purchase a 49-month Repair Service Agreement with Accidental Damage Coverage. Mr. [redacted] elected pick up his television from Conn’s...

warehouse in Houston, TX on 9/24/16and signed his pickup slip acknowledging he received the item in good order. As listed on the signed pickup slip: “Please thoroughly inspect all merchandise prior to loading. An exchange or price concession will not be authorized for damage discovered after the product leaves the warehouse or store”. We are unable to determine when or how damages may occur once the product leaves the warehouse/store. We researched Mrs. [redacted]’s complaint and found she contacted the service department on 10/1/16 (7 days after purchase) stating the television screen has a long line inside. A service appointment was scheduled for 10/4/16; during the inspection the technician found a new panel is needed to complete repairs. We show the technician ordered a new panel from the manufacturer which is scheduled to arrive on 10/12/16. Once we receive the part, Mrs. [redacted] will be contacted to schedule a date for installation. Although Mr. [redacted]’s television does not meet the qualifications for an exchange, we will continue with any necessary repairs that are covered under the T&C’s.   If we may be of further assistance, Mr. or Mrs. [redacted] may contact us at 1-866-765-1513. Kind regards, Dyeisha W[redacted]