Conn's Home Plus

Thank you again for the opportunity to respond to Mrs. [redacted]'s concerns regarding account [redacted]4230.  We have attached a copy of the signed retail installment contract for her records.  Again, we are unable to remove the interest from the account, as the product did not qualify at the time of purchase.      Thank you, Cheryle S[redacted]

Thank you for the opportunity to respond to Mr. [redacted] concerns regarding account [redacted]  Mr. [redacted] stated he paid the settlement amount on his account but his account is still opened.   According to our records, on January 9, 2017 Mr. [redacted] agreed to pay a settlement amount of...

$1071.00. He was to make the following payments:   Payment date       Amount 1/13/2017             $200.00 1/20/2017             $100.00 2/3/2017               $257.00 3/17/2017             $257.00 4/17/2017            $257.00    Mr. [redacted] made the payments on January 13, 2017 and January 20, 2017; however, the payment scheduled for February 3, 2017 was declined. This voided the terms of the settlement agreement.   On February 7, 2017 we spoke with Mrs. [redacted] and she agreed to schedule a payment for $120.00.  We informed her that if the payments are not made as scheduled the settlement agreement is void.  As a gesture of goodwill, we agreed to reinstate the settlement agreement if a payment was made in the amount of $120.00 on February 7, 2017 and a payment of $137.00 was made on February 17, 2017; however, the payment scheduled for February 17, 2017 was declined voiding the settlement agreement for the second time.     We spoke with Mrs. [redacted] again on February 23, 2017.  She made a payment in the amount of $650.99.  Ms. [redacted] paid the original settlement amount offered; however, that agreement was void on two separate occasions due to payment arrangements not being satisfied.    On April 3, 2017, Conn’s agreed to honor the original settlement agreement for a third time.  We are in the process of closing the account.  We ask that Mr. [redacted] please allow up to 30 business days for the account to close.  Once the account closes, Mr. [redacted] will receive a close out letter in the mail.   Conn’s values Mr. [redacted] as a customer and appreciates him for bringing his concerns to our attention.

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.  I thank Conn's for their response.  Of the few things I have bought there, I have had good experience with this but on this one issues, it just took so long to resolve and never could seem to get a good answer or it would always be to have to wait another week for resolution.  Not bad but when   you are getting phone calls demanding payment, kind of hard to wait.As long as it is resolved, that is all that matters though.Thank you for your attention and so glad this is resolved.[redacted]

Thank you for the opportunity to respond to Mr. [redacted]’s additional comments. Our records show the last time a Conn’s service technician repaired Mr. [redacted]’s washer was on 10/20/16; the technician replaced the water valve. As mentioned in our previous response, Mr. [redacted] called the following day stating the unit is still leaking water. We attempted to schedule a new service appointment, however; Mr. [redacted] refused further repairs. As of 12/30/16; we have no further records showing that Mr. [redacted] has contacted Conn’s service department regarding any further repair needs.   Again; Mr. [redacted] washer does not meet the qualifications for an exchange at this time. However; Mr. [redacted] may contact our service department at 1-855-266-6349 or scheduled an appointment online at https://www.conns.com/servicerequestto have at technician re-assess his washer.     If we may be of further assistance, Mrs. [redacted] may contact us at 1-866-765-1513.   Kind regards,   Dyeisha W[redacted]

I did understand the 29.$ and change was owed but the representative I spoke during closing of avvont spoke to manger to see if they could waive that fee and just close it out for me as a courtesy. Manager confirmed that it was ok to do that. I did receive calls and even an email. I do appreciate that they are going resolve this issue.
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 for
the opportunity to respond to Mrs. [redacted] concerns regarding account [redacted]6330.  Ms. [redacted] stated that even though the items
she purchased were returned, her account remains opened.
According to
our records, Mrs. [redacted] refused the delivery of her product and...

the product
was credited to the account on November 10, 2015.  Mrs. [redacted] account remained open due to
the delivery fee.  As a onetime offer and
a goodwill gesture, we have credited the delivery fee to the account.  The account is in the process of
closing.  We ask that Ms. [redacted] please
allow 7-10 business days for the account to close.  Ms. [redacted] will receive a close-out letter
in the mail within 30 days of the account closing. 
We value Ms.
[redacted] as a customer and apologize for any inconvenience she may have
experienced due to this matter.  Thank you,[redacted]

Thank you
for the opportunity to respond to [redacted]’s complaint. Our records show on 11/10/10,
[redacted] purchased a ** washer with a 48-month Repair Service Agreement Plan
and received delivery in good order on 11/14/10. We received [redacted]
complaint and found she contacted...

our service department on several occasion
dated from 2/17/12 to 9/15/14 regarding her washer.
 ·        
On
2/17/12 [redacted] contacted us stating the lid on the washer makes a popping
noise on the right side when you lift the lid. The technician replaced the
bracket, top cover, and ASM valve; unit tested ok
·        
On
2/18/13 [redacted] contacted us stating the bleach dispenser was not
dispensing bleach. The technician cleaned the bleach dispenser and checked the
unit; unit tested ok no parts were required for service.
·        
On
9/11/13 [redacted] contacted us stating the washer makes a knocking noise when
spinning.  The technician did not find
any problems with the unit and reported the unit working properly; normal sound
level.
·        
On
10/17/13 [redacted] contacted us stating the washer will not drain and making
knocking noise. [redacted] cancelled service appointment with the 3rd
party service team.
·        
On
11/2/13 [redacted] contacted us stating the washer fills up then stops, does
not go through any cycles. The technician installed a new control board and
pump; unit tested ok.
·        
On
11/20/13 [redacted] contacted us stating the washer is making a knocking
noise. The technician repaired the harness to drain the pump; unit tested ok no
parts were required for service.
·        
On
9/15/14 [redacted] contacted us stating the washer is making a loud noise and does
not spin water out during the spin cycle. The technician replaced the PCB
assembly display and motor assembly; unit tested ok.
 As of
10/7/14; we have no further indications of any issues regarding [redacted]’s
washer since the last completed service call. At this time [redacted]’s washer
does not meet the qualification for an exchange. We sincerely apologize for any
inconvenience [redacted] experience during this process.
 
If
we may be of further assistance, [redacted] may contact us 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 have said time and time again this is the poor service that Conn's continues to provide. They have contacted me and again did not respond back to me. How do you know Ms. W[redacted] if they promoted the [redacted] I acquired  as the newest product. Were you there? NO, you were not! So you can pause and re-evaluate your ignorance of the comment that you have sent because obviously you cannot comment on actions that happened if you were not there. Your company are thieves and I will continue to say that. You all lack customer service and will continue to show me that until proven otherwise. I am truly done with your company and will shout from now on and to the mountain tops that you all are rip offs and by far the worst company in all aspects that I have ever dealt with in my entire life.  Also with every issue I have with my laptop I will continue to post my comments and services to the Revdex.com from now on so others can see the horrible service I have received with Conn's( Crooks On National New Schemes).
Regards,

We ask that Ms. [redacted] contact us so we may validate the information so we may research your concerns further. If Ms. [redacted] would like to provide additional information by contacting our customer service department at 877-358-1252, we will be happy to research her concerns further. Conn's appreciates Ms. [redacted] for bringing her concerns to our attention.

Thank you for the opportunity to respond to Mrs. [redacted]’s additional comments.  As mentioned in Mrs. [redacted]’s response; a service appointment was scheduled for1/30/16.  However, due to another scheduling conflict Mrs. [redacted]’s service order was cancelled and rescheduled.  As of 2/09/16, Mrs. [redacted] is scheduled to have service completed on 2/27/16.  Mrs. [redacted]’s sofa is ONLY covered by the manufacturer warranty; no additional Furnituregard coverage was purchased to review other options.  As stated in Conn’s Return and Exchange Policy: If your product fails while under manufacturer’s warranty, Conn’s Factory Authorized Service will repair your product according to these warranties.  Once service has been completed and we have the serviceman’s report; we will be able to determine what further action will be needed. If we may be of further assistance, Mrs. [redacted] may contact our Customer Service Department at 1-877-358-1252. Kind regards,  Jana A[redacted]











2/27/2016






Complaint

Dear Ms. [redacted],
On November 11, 2015, I opened an account with Conn's Home Plus with next day delivery/no interest for 12 months. I purchased a Sofa, Recliner, Mattress set with a free box spring and a TV. Upon arrival of the merchandise which was suppose to be
the next day ended up being...

several days. When they finally delivered the furniture they told me sofa was damaged and could not be delivered, the recliner would not recline and the box spring was also defected. I refused everything. I asked them, "Why
did yall even come if every thing was damaged?"
On November14, 2015, I went back in the store to make another selection and was told the sofa was not in stock. I now believe they knew I would not get next day delivery and they noted they gave me the run around concerning delivery date. I decided to
purchase a Medium [redacted] Set with free box spring which was on sale. A couple of days after the mattress was delivered, l informed Omar, my salesperson the mattress was uncomfortable and too firm
because I suffered from a medical condition [redacted] and Migraines, and could not sleep comfortably. He told me his manager said I had to wait 30 days before I could exchange for a more softer mattress set.
After 30 days, on December 14, 2015, I went into the Conn's Home Plus Store at [redacted] to choose a softer mattress set and was told by Carlos the salesperson (Omar was off) since the same mattress set was not
on sell anymore I would have to pay regular price. I told him I only wanted to exchange for the Soft [redacted] Set , "Why should I have to pay regular price for the same mattress when it was on sale when I opened the
account and why did they tell I could exchange after 30 days? I didn't think it should have mattered since it was on sale when I opened the account. He also said in order to get another mattress I would have to pay regular price run my credit again and get
a new contract. I told Carlos they could arrange to pick the mattress up but he wanted me to talk with the manager Tyrone who wasn't available but would have him call me. The manager never called but Omar, my original salesperson called me on
December 15, 2015 to tell me his manager told him I could not exchange and they would not pick the mattress up. I then called Conn's customer service spoke with Keshonda, she told me the [redacted] manufacturer has a no refund/exchange policy. Spoke
to Samantha with [redacted] 1-800-697-3259 today. She said their policy has nothing to do with Conn's policy. I told Conn's I didn't want a refund because my first payment was due on December 14, 2015 and they had
nothing to refund, all I wanted was a softer mattress after I was told I could do so after 30 days. I feel I have conned and frauded by Conn's Home Plus.
Thank you for reviewing my complaint because I fell I have been conned by Conn's Home Plus.
Sincerely,
[redacted]







Desired Resolution

Unspecified

Consumer Business Dialog

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 refusing this offer until we receive a letter in writing from conns stating  that this account is closed and we will not have anymore contact from anyone  in regards of this case.











5/19/2015

Thank you for the opportunity to respond to Mrs. [redacted] complaint.  Our records show on 10/25/14, Mrs. [redacted] purchased a ** washer model [redacted] with a 48-month Repair Service Agreement.  Mrs. [redacted] signed invoice indicates at the time of purchase she acknowledged...

she was provided a copy of the Repair Service Agreement brochure and that she understood the coverage associated with the covered product.  Mrs. [redacted] elected to have her washer delivered; which was completed on 10/30/14. We researched Mrs. [redacted] complaint and found an exchange was approved on8/14/15 for Mrs. [redacted] to replace her washer.  Mrs. [redacted] was issued a credit up to the original amount paid which was $499.97 to re-select a new washer; we show Mrs. [redacted] initiated and elected the same model [redacted].  Mrs. [redacted] new washer was delivered and received in good order on 8/19/15.   After further review we show Mrs. [redacted] contacted us on 11/09/15; stating the washer was making a banging noise.  A service call was scheduled for 11/16/15; during the inspection the technician found the washer (tub) was not centered properly.  The technician adjusted the tub and ran a cycle; Mrs. [redacted] washer was working up to the manufacturer specifications. At this time we are unable to honor Mrs. [redacted] request to refund or exchange her washer.  Mrs. [redacted] washer was serviced and found to be up to the manufacturer specifications once repairs were made. If we may be of further assistance, Mrs. [redacted] may contact our Customer Service department at [redacted] Kind regards,  Jana A[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 for the opportunity to respond to Mrs.
[redacted]’ concerns regarding account #[redacted].  Mrs.
[redacted] stated she was supposed to have 12-months no-interest financing on her
account.
 
According to our records Mrs. [redacted] signed a 32-month
retail installment contract...

on May 24, 2014.  The products purchased by Mrs. [redacted] did not
qualify for the no-interest financing offer. 
We have attached a copy of Mrs. [redacted] signed
contract for her records.
 
We value Mrs. [redacted] as a customer and appreciate her
bringing her concerns to our attention.Thank you,Cheryle S[redacted]

Thank you for the
opportunity to respond to Mr. [redacted]’ complaint. Our records show on 3/2/14,
Mr. [redacted] purchased a [redacted] 58” Smart TV with a 49-month Repair Service
Agreement/ Accidental Plan.
 
We reviewed Mr. [redacted]’
complaint and found he has contacted our service...

department on three separate
occasions dating from 9/3/14 until 4/27/15 regarding repairs on his television.
·        
On 9/3/14- Mr. [redacted]
called for service stating the television would not play movies. Before a service
appointment was scheduled, the manufacturer attempted troubleshooting steps (as
required while under the manufacturer’s warranty) to determine if the issue
could be resolved remotely. However; the issue could not be resolved therefore
a service appointment was schedule on 9/4/14. During inspection the technician
found the main board needed to be replaced. We show on 9/15/15, the technician
installed the new main board and tested the television and the unit tested ok.
·        
On 1/26/15- Mr. [redacted]
called for service stating the television would not connect to the internet and
crackles when turned on. Mr. [redacted] did not want to contact the manufacturer
to first attempt troubleshooting steps as required while under the
manufacturer’s warranty. After the third attempt to schedule Mr. [redacted] an
appointment with the manufacturer; his service order was cancelled due to no
response.
·        
On 4/27/15- Mr. [redacted]
called for service regarding the same issue. A service appointment was originally
scheduled on 5/1/15 but was re-scheduled for 5/6/15. During inspection the technician
found parts needed to be ordered to complete repairs. Once the parts arrive we
contacted Mr. [redacted] on 5/16/15 to schedule a repair date however; he informed
us that he was only available weekdays after 6pm or weekends. Our records show
Mr. [redacted] is currently scheduled for repairs on 5/23/15.
 
At this time Mr.
[redacted]’ television does not meet the qualification for an exchange under the
Terms and Conditions of the RSA/Accidental Plan.  Futhermore, we are unable to honor Mr. [redacted]
request to receive no interest on his account for the remaining terms or
records indicate Mr. [redacted] cash option period has expired.
 
 
If we may be of further
assistance, Mr. [redacted] may contact Customer Service at 1-877-358-1252.
 
 
Kind regards,
 
Dyeisha W[redacted]

Our records show on 12/2/14, our [redacted] location
received the new 2014 [redacted] into inventory retailing
$649.99.  The older model [redacted] was also available at the
time and had been discounted to $ 498.88 at a close out price.  Mrs.
[redacted]...

chose the lesser of the two as indicated on her signed invoice which
has been attached to our response.  Therefore, we are unable to honor her
request.  
Kind regards,
Kathryn [redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’ complaint.  We researched Mrs. [redacted]’ complaint and found her issue had been addressed.  Our records show Mrs. [redacted] was contacted and informed that an exchange had been approved to replace her adjustable bases.  We show...

Mrs. [redacted] initiated her exchange on 11/27/16 and elected (2) [redacted] adjustable bases [redacted] ([redacted]).  Mrs. [redacted] elected to have her bases delivered; which was completed on 11/28/16.  Again, we sincerely apologize to Mrs. [redacted] for any inconvenience she experienced during this process.  If we be of further assistance, Mrs. [redacted] may contact our Customer Service Department at 1-877-358-1252.   Kind regards,  Jana A[redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint. Our records show on 10/17/16, Mrs. [redacted] purchased a [redacted] Top Mount refrigerator and elected to purchase 48-month Repair Service Agreement. We researched Mrs. [redacted]’s service history and found that she has three...

service calls with Conn’s. Mrs. [redacted] contacted service on 10/29/16 stating the seal on the freezer came off and is causing the unit to leak. A service appointment was scheduled for 11/2/16; during the inspection the technician found parts were needed for repair. Once we received the parts, Mrs. [redacted] was contacted on11/8/16, 11/9/16, 11/10/16 and 11/11/16 to schedule installation however; the service order was cancelled due to no contact. A new service order was created on 12/03/16 and Mrs. [redacted] was scheduled for installation on 12/09/16 however; no one was available during the scheduled appointment. Our service department attempted to contact Mrs. [redacted] on 12/14/16, 12/15/16 and 12/16/16 but was unsuccessful therefore; the service order was again cancelled. Our records show on 2/7/17, Mrs. [redacted] contacted our service department stating the door will not open or close on the refrigerator. A service appointment was scheduled for2/15/17 however; upon arrival the technician found that no one was available during the scheduled appointment. Mrs. [redacted] service appointment has been rescheduled and confirmed for 2/25/17; once the technician assess the unit we can determine what further actions are required. Although we are unable to honor Mrs. [redacted]’s request, we will continue with any covered repairs. Conn’s has made every effort to repair Mrs. [redacted]’s refrigerator in a timely manner however; she has not made herself available. If we may be of further assistance, Mrs. [redacted] may contact us at 1-866-765-1513.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 feel that Conn’s is participating in unfair business practices by failing to deliver products in satisfactory condition. Under the Consumer Protection Act, it is known that if the goods are not of what is expected (brand new and of working order) from the consumer, the consumer does not have to accept the product and does not have to pay for it. Upon immediate observation of the corrupted computer, I have returned the computer to the Conn’s location of which purchase was initially made. The importance of having a functioning product in immediate possession was highly stressed to the store manager. The store manager set an expectation of having a functioning product in my possession was not met and which resulted in the remedies of being untimely. Additionally, while it is unethical to deliver products that are non-operative and demand payment, it is also unethical to charge the consumer for a product that the consumer does not hold possession. Conn’s response states the unit has been returned to their service department on 8/9/17, which clearly indicates the intention of keeping/reselling the product. I would like to know what the company’s intention with the unit being sent back to their service department is and what is the future intention on delivering a product of satisfaction to my possession since I am being charged for it. 
Regards,

Thank you for
the opportunity to respond to [redacted] concerns regarding account
#[redacted].
 
According to
our records, [redacted]a signed two 32-month retail installment contracts on [redacted] 18, 2014.  One of those contracts
included a 12-month no-interest...

financing promotion and the other contract did
not. The range was supposed to be added to the contract that included the
12-months no interest financing; however, it was listed on the contract that
did not qualify for the promotion.
 
We are going
to manually calculate the 12-months no-interest financing offer for account
#[redacted], which did not originally qualify for the promotion. 
 
Please note,
it may take 7-10 business days for the process to be completed.
 
We value [redacted] as a customer and sincerely apologize for any inconvenience she has
experienced due to this matter. Thank you,[redacted]