Complaints

This profile includes complaints for Conn's Home Plus's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Conn's Home Plus

  2445 Technology Forest Blvd. Ste 800 Spring, TX 77381

• 

  Conn's Home Plus

  9700 N North Fwy Houston, TX 77037-1345

• 

  Conn's Home Plus

  15235 Southwest Fwy Sugar Land, TX 77478-3873

• 

  Conn's Home Plus

  706 Dixieland Rd Harlingen, TX 78552

• 

  Conn's Home Plus

  19611 Highway 59 N Humble, TX 77338-3512

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/19/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have payed basically all my Amount I had Warranty taken off my furniture, my TV and my Mac computer they havent removed the warranty off my Mac computer I want to pay off my stuff but they havent got into yet I have only to July the 23 to pay my remaining balance off please help

  Business Response

  Date: 07/31/2024

  Conns HomePlus (Conns) appreciates the opportunity to respond to Ms. ******** concerns. We have a history of over 130 years of quality customer service and satisfaction, and we would not want anything to impair that record. As a reminder, Ms. ******* may contact Conns regarding questions by calling our **************** Helpdesk at?************** or?online?at *******************************??
  
  Ms. ******* stated in the complaint:
  
  1. She has nearly paid off her account, but we have not yet canceled all the purchased warranties; and
  2. She is requesting a billing adjustment.
  
  Our investigation reveals that:
  1. It has been confirmed that Ms. ******* requested the cancellation of her television and sectional warranty in June. The coverage was canceled, and two pro-rated credits of $179.54 and $337.27 were applied to her account's principal balance. Additionally, on July 17, 2024, Ms. ********* request to cancel her **** warranty was processed. The coverage was effectively canceled, and a pro-rated credit of $609.67 was applied to the principal balance on July 22, 2024; and
  2. On July 23, 2024, Ms. ******* made a payment of $3304.94 to close her account. As of July 24, 2024, Ms. ******** account is officially closed.
  
  According to our records, on June 21, 2023, Ms. ******* purchased an ********************* ****** sectional (LSF loveseat and RSF chaise) with a 36-month ************** Agreement, a ********** Gamma II gaming chair, a ********** ************* gaming desk, an Apple iMac with a 37-month ************** Agreement with Accidental Damage, and a ******* 85 QN85B NEO QLED 4k TV with a 48-month ************** Agreement on invoice ******** totaling $7730.03. It has been verified that Ms. ******* signed a 36-month Promissory Note and Security Agreement, agreeing to pay the minimum monthly payment of $356.67, due on the 3rd of every month. On June 23, 2023, Ms. ******** items were delivered in good condition.
  

  Ms. ******** account included a ******************************* deferred-interest financing promotion (cash-option) as described on the Cash Option Addendum Page of her signed documents (attached with this response). Under the terms of the cash option, the account will not accrue any finance charges if all scheduled monthly payments are paid within ten (10) days of the due date and the unpaid cash-option price is paid within ten (10) days of the expiration date of July 3, 2024 (i.e., final expire date of July 13, 2024). If the minimum monthly payment is not paid within ten (10) days of each due date and the total cash-option price is not paid within ten (10) days of the expiration date, the cash-option will be voided, and the original terms and conditions found in the promissory note and security agreement will replace the cash-option addendum. If the cash option is voided, all payments made prior to default will be applied to the contract to pay finance charges and other amounts in accordance with the terms of the Promissory Note and Security Agreement. However, it was discovered that Ms. ******** cash option was voided due to the total cash option price of $8073.98 not fulfilled by her expiration date of July 13, 2024.
  

  We investigated Ms. ******** concerns and found that she was sent a text message notification on June 2, 2024, and June 3, 2024, informing her that her cash option was reaching its expiration date. On June 21, 2024, Ms. ******* inquired about having the warranties removed from her account. Based on Ms. ******** concerns, she was emailed a copy of a Service Agreement Cancellation Request and provided with steps on how to have the coverage canceled. Due to Ms. ******** cancellation request being received after 30 days of her original purchase
  date (June 21, 2023), the coverage was canceled, and pro-rated credit of $179.54 and $337.27 was applied to the principal balance of her account.
  
  Upon further review, it was discovered that Ms. ******* reached out on July 15, 2024, requesting a review of her account for potential cash option reinstatement. The request was promptly submitted and approved on the same day. Ms. ******* followed up on the same date regarding the reinstatement status and was notified of the approval. She was informed that her cash option would remain valid until July 23, 2024. The following day, Ms. ******* inquired about the warranty status on her iMac, and it was confirmed that the coverage was still in place. Subsequently, a Service Agreement Cancellation Request was issued to Ms. ******** This request for the **** warranty cancellation was dated and received on July 17, 2024. The coverage was then canceled, and a pro-rated refund of $609.67 was credited to the principal balance of her account on July 22, 2024. After applying the final credit for the warranty cancellation, Ms. ********* total cash option price was adjusted to $2695.27. However, it was discovered that Ms. ******* made a payment of $3304.94 to close her account. Once the payment was applied, it was determined that a refund of $609.67, which is currently pending. Once the refund is finalized, Ms. ******* will be sent an email to claim her refund from *****************************
  
  Conns HomePlus values Ms. ******* as a customer and appreciates her for bringing her concerns to our attention. Our response includes all supporting documentation, including Ms. ******** signed documents and account payment history.
  
  
  Sincerely,
  
  Customer Relations
  *********************************************

  Customer Answer

  Date: 08/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  Hello I need some help I was asked to pay off my remaining balance on July the 23 of 2025 watch was ******** cent I payed it of but there saying I have a balance I dont understand if I payed it off to close my account they wont let me talk to a supervisor or manager; Billing Adjustment
   
  

  Business Response

  Date: 08/05/2024

  The payment history for Ms. ********* account, dated August 5th, has been attached, showing a zero balance. Ms. ******* has been informed to expect a short delay for the account status to update as closed in our system.

  Customer Answer

  Date: 09/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  
   This company owes me ****** dollars I pay off my balance but I did a over payment they said that I was gonna get it last month but its been 2 months already and I still havent received the payment check
  

  
  

  
  

  Business Response

  Date: 09/03/2024

  Due to Conns filing bankruptcy, we were unable to process the refund.
  For additional information about the cases please visit ************************************************. The Company has also established an Information Line at Toll-Free **************, and for local callers, please use **************.  Parties may also email ************************************* for more information.

• Initial Complaint

  Date:07/19/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Saturday July 12 I placed an order at the local Conn's for a coffee table and 2 end tables. I was informed they would arrive in store and we would receive a call the 17th. We had to call the store to get told the truck had issues, and we would receive an update. We never received a call back, so we called them again on the 18th. We were told no info on when we would receive our furniture and told 3 times, the truck isn't here. We requested a refund and told since we paid in cash, we have to receive a check from the corporation office and they cannot give us cash. I was also informed they had cash on hand this day, but they were told not to give us the cash refund. When trying to speak with the main customer service, they told us talk to the store and would not get us a manager. We were hung up on 3 times, before being transferred to the store directly. I was again told they did not have the complete order on hand and this site was being closed. And then told I can only get a refund via mailed check that could take up to 4 weeks.

  Business Response

  Date: 08/07/2024

  Conn’s HomePlus (“Conn’s”) appreciates the opportunity to respond to Mr. ******** concerns. We have a history of over 130 years of quality customer service and satisfaction, and we would not want anything to impair that record. As a reminder, Mr. ****** may contact Conn’s regarding questions by calling our Customer Service Helpdesk at?1-877-358-1252 or?online?at www.conns.com.??
  
  Mr. ****** stated in the complaint:
  
  1. On July 12, 2024, he completed a purchase and was told that the items would be available within a few days. However, after not receiving any updates on his order, he asked for a refund and was informed that it would be processed as a check; and
  2. He is requesting a refund.
  
  Our investigation reveals that:
  1. On July 12, 2024, Mr. ****** bought a Prescott coffee table and two matching end tables with the understanding that they would be available within a few days. However, the items remained unavailable due to a pending shipment. Therefore, Mr. ****** asked for a refund. He was informed of our refund policy, which stated that since the purchase was not canceled on the same day, we could not provide him with a cash refund and that his refund would be processed as a check; and
  2. We verified that Mr. ******** original order, number 42650210, was canceled on July 29, 2024. On the same day, a new invoice, number 42707573, was created. According to our records, Mr. ****** chose new items - a Coham cocktail table and two Cohm end tables - which have been received successfully.
  

  According to our records, on July 12, 2024, Mr. ****** purchased a Prescott coffee table and two Prescott end tables on invoice 42650210. We confirmed that Mr. ****** elected to have his furniture picked up from his local Conn’s HomePlus store.
  
  We investigated Mr. ******** concerns and discovered that he contacted us on July 19, 2024, to ask about the status of his order. After investigating, we contacted his local Conn’s HomePlus store and were informed that the items were still pending shipment without an estimated arrival date. Mr. ****** was given three options: to wait for the merchandise to become available, to cancel his purchase and receive a refund in the form of a physical check, or to choose a different cocktail and end table set that was available for immediate pick-up. Despite being informed of his options, Mr. ****** chose to wait for the items to become available.
  
  After reviewing the situation, we found that Mr. ****** returned to his local Conn’s HomePlus store to choose different models. We confirmed that his original purchase with invoice number ******** was canceled, and a new invoice number ******** was created. Our records indicate that Mr. ****** selected a Coham cocktail table and two Coham end tables, a Bedgear Storm 3.0 pillow, a Pacman 5-in-1 arcade game, and a pair of Linkbuds Truly wireless headphones, all of which were received on the same day.
  
  At this time, we are unable to fulfill Mr. ******** request for a refund. His initial order was canceled, and he has since chosen new merchandise, which has been successfully retrieved.
  
  Conn’s HomePlus values Mr. ****** as a customer and appreciates him for bringing his concerns to our attention. We apologize to Mr. ****** for the inconvenience that he has experienced during this time.
  
  Sincerely,
  
  Customer Relations
  Conn’s HomePlus

  Customer Answer

  Date: 08/07/2024

  [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.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
  
  
  
  
   
  

• Initial Complaint

  Date:07/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a refrigerator 2 months ago. The refrigerator or freezer is not working. I contacted Conn’s they sent out a technician. The technician unplugged the refrigerator to restart it and said if that doesn’t resolve the issue to call back. I called back 2 days later as requested by technician. Conn’s ordered a compressor. I took the refrigerator back to be fixed and now the technician said that the refrigerator couldn’t be fixed. Now, Conn’s is stating they gonna get another technician to look at it. I still don’t have a refrigerator or the issue resolved. The 1st time the technician came out was on July 4th , 2024.

  Business Response

  Date: 07/24/2024

  Conn’s HomePlus (“Conn’s”)
  appreciates the opportunity to respond to Mr. *********s concerns. We have a
  history of over 130 years of quality customer service and satisfaction, and we
  would not want anything to impair that record. As a reminder, Mr. ******** may
  contact Conn’s regarding questions by calling our Customer Service Helpdesk at?1-877-358-1252 or online at www.conns.com.? 
  
  Mr. ******** stated in the complaint: 
  He purchased a refrigerator two months ago and called
  to report that the freezer is not freezing. We sent a technician who
  restarted the unit, but it did not work two days later, so he took the
  refrigerator back and was told it could not be fixed. However, he is now
  being told that another technician will need to look at it; and
  He requests that the refrigerator be returned so he
  can purchase it elsewhere.
  
  Our investigation reveals
  that: 
  Mr. *********s refrigerator was delivered in
  April. He first contacted us for service on July 2, and our technician was
  able to restart the compressor to complete the repair. However, he called
  the following day for the same issue, and we sent the technician back, who
  found the parts needed; and
  Mr. *********s refrigerator was approved for
  exchange under the terms of his manufacturer’s warranty.
  
  
  Our records show that
  on March 29, 2024, Mr.
  ******** purchased a Samsung French-door refrigerator with a 48-month Repair
  Service Agreement. The refrigerator was delivered in good order on April 2,
  2024.
  
  We
  researched Mr. *********s complaint and found that he contacted us for service
  on July 2, 2024, stating that the bottom freezer was not freezing. A service
  inspection was scheduled for July 4, 2024. During the inspection, the
  technician reset the compressor and found the unit functioning. He advised Mr.
  ******** to allow 24 hours for the refrigerator to cool and to contact us if he
  still has issues. We show Mr. ******** called us the following day (July 5),
  stating the unit was still not freezing. The technician returned on July 8,
  2024, and found a compressor was needed to complete the repairs. We show that
  parts were ordered and shipped to Mr. ******** on July 11, 2024, and he was
  scheduled for installation on July 15, 2024. However, on the day of service,
  the technician fell ill and had to reschedule. Mr. ******** was unhappy with
  the delay and took the refrigerator and parts to his local Conn’s to have it
  serviced in-store. We attempted to locate another technician to install the
  part, which caused a delay. Once we located a technician to install the parts,
  we found the compressor damaged and needed to be reordered. Due to the delay,
  we agreed to issue an exchange for Mr. ******** to reselect another
  refrigerator up to his original purchase price of $1797.00. We attempted to
  contact Mr. ******** regarding the approved exchange but were unsuccessful.
  
  Although
  we are unable to honor Mr. *********s request for a refund, he has been
  approved for a replacement. Mr. ******** may visit his nearest Conn’s to
  initiate the approved exchange. We sincerely apologize for any inconvenience
  Mr. ******** experienced due to the delay.
  
  
  Conn’s HomePlus values Mr. ******** as
  a customer and appreciates his bringing his concerns to our attention.
  
  
  
  Sincerely, 
  
  Customer Relations
  Conn’s HomePlus

• Initial Complaint

  Date:07/17/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Subject: Complaint: Defective Refrigerator Purchase Requires Immediate Resolution Dear *********** hope this message finds you well. My wife and I recently visited the CONNS Greensboro store on July 9th to purchase a new refrigerator for our home. Regrettably, upon delivery, we were shocked to discover that the appliance delivered was used, filled with spoiled and moldy food, emitting a musty odor that poses health risks to our family.Despite our efforts to resolve this issue through the store and customer service, we have encountered significant difficulties. They have cited liquidation procedures as a reason for their inability to assist us. However, during our visit to the store, the associates admitted their error and confirmed that the unit delivered to us was not the new refrigerator we purchased. We also purchased a dryer which wasnt installed by the delivery men and was found to be non-functional on delivery. We urge your immediate intervention to rectify this situation. We have already paid for a new refrigerator and cannot afford to incur additional expenses for a replacement at this time.We kindly request your prompt attention and guidance on how to proceed to ensure that we receive the new refrigerator we selected and paid for.Thank you for your assistance.Sincerely,Olarewaju

  Business Response

  Date: 07/23/2024

  Conns HomePlus (Conns) appreciates the opportunity to respond to Mr. ****** concerns. We have a history of over 130 years of quality customer service and satisfaction, and we would not want anything to impair that record.  As a reminder, Mr. ***** may contact Conns regarding questions by calling our **************** Helpdesk at?************** or?online?at ******************************.?? 
  
  Mr. ***** stated in the complaint:
  
  On July 9, 2024, he purchased a refrigerator. When the unit was delivered, it was discovered that food was left inside, causing an odor. He contacted us to report the issue and get it resolved, but unfortunately, his efforts have been unsuccessful;
  The dryer he purchased was delivered but not installed, and it was found to be nonfunctional; and
  He is requesting an exchange or a refund.
  
  Our investigation reveals that:
  On July 9, 2024, Mr. ***** purchased a refrigerator sold as a clearance item 'as-is'. After delivery, he contacted us on July 17, 2024, reporting that food had been left inside the unit. In response to Mr. ******* concerns, we created an incident ticket and requested images of the issue to investigate his claim further;
  Before receiving Mr. ******* complaint, we were unable to locate any report he made regarding a problem with his dryer. However, it has been verified that an appointment was set for July 20, 2024, to inspect the unit. The delivery team's evaluation revealed that the breaker had tripped. Following this, it was established that the issue Mr. ***** had encountered with his dryer was rectified, and upon testing, the unit was operating correctly as intended; and
  On July 20, 2024, Mr. ******* refrigerator was picked up and returned. A credit of $968.43 has been submitted to his ************** account. We kindly ask Mr. ***** to allow 1-2 billing cycles for the credit to be posted.
  

  According to our records, on July 9, 2024, Mr.***** purchased an ** side-by-side refrigerator model LRSXS2706V with a limited 1-year manufacturers warranty and a ******* top-load washer and electric dryer, both with a limited 1-year manufacturers warranty on invoice *********** was confirmed that Mr.  ****** appliances were sold as clearance items as-is. On July 16, 2024, Mr. ****** appliances were delivered.
  
  We investigated Mr. ****** concerns and found that he contacted us on July 17, 2024, to report that the refrigerator he had received the day before was delivered with spoiled food in the drawer. He mentioned that he had already spoken with his local Conns store and was advised to contact the warehouse for assistance. Additionally, he felt that he did not receive the correct model refrigerator he had selected in-store. Based on his concerns, an incident ticket was promptly created, and we requested photos of the alleged issue.
  
  Upon reviewing the images provided by ********* discussing with his local Conns store, and analyzing the video footage of his in-store visit and the loading of the unit onto the delivery truck, it was concluded that the refrigerator had not been properly inspected or opened.Based on our findings, Mr. ***** was contacted on July 18, 2024, and offered two options: a $400 discount on the refrigerator, reducing the purchase price of the unit to $510 if he chose to keep it, or a return for a credit of $910 plus tax to his ************** Account. Mr. ***** opted for the return. As of July 21, 2024, the refrigerator has been successfully picked up and returned, and a credit of $968.43 has been processed to his ************** Account. Mr. ***** is kindly requested to allow 1-2 billing cycles for the credit to appear on his account.
  
  ********************************************* values Mr. ***** as a customer and appreciates him bringing his concerns to our attention. We extend our apologies to Mr. ***** for the inconvenience he has encountered during this time.
  
  Sincerely,  
  
  Customer Relations 
  ********************************************* 

  Customer Answer

  Date: 07/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  While we appreciate your efforts to resolve this matter, we remain unsatisfied with the current state of affairs because we have yet to receive any proof of a credit for the fridge, accessories and delivery charges to our Synchrony account. We were informed that the refund would be processed immediately and we would be able to turn around and purchase a replacement fridge from your store. When we attempted to do this, we were met with avoidance from the store personnel because  they were instructed to no longer speak or do business with us.

  We also are grossly inconvenienced by the suggestion to wait for one to two billing cycles to receive the credit because we already earmarked those funds for the purchase of a refrigerator. We have suffered great financial losses due to food wastage and spoilage and  ordering takeout in this time while we have been without a fridge. Our monthly payment requirement for our synchrony account has also increased as a result of the higher debit balance.  

   

  Essentially, we are unable to use our synchrony account to purchase a fridge or anything else for 1-2 months and that is not a condition acceptable to us. 
  

  Thanks. 
  
  
   

  
  

  Business Response

  Date: 07/26/2024

  Mr. ***** was contacted on July 18, 2024, and offered two options: a $400 discount on the refrigerator, reducing the purchase price of the unit to $510 if he chose to keep it, or a return for a credit of $910 plus tax to his ************** Account. Mr. ***** opted for the return. As of July 21, 2024, the refrigerator has been successfully picked up and returned, and a credit of $968.43 has been processed to his ************** Account. We ask that Mr. ***** allow time for the credit to post, which may take up to 1-2 billing cycles to appear on his account.

  Customer Answer

  Date: 07/30/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  We have neither received a credit to our our account nor proof of a credit to our account. Once we receive the credit, we may change our response. Bear in mind the inconvenience of being without a refrigerator for almost a month. 
  Regards,

  olarewaju
  
  
   

  
  

  Business Response

  Date: 07/31/2024

  As of July 21, 2024, the refrigerator has been successfully picked up and returned, and a credit of $968.43 has been processed to his ************** Account. We ask that Mr. ***** allow time for the credit to post, which may take up to 1-2 billing cycles to appear on his account.

  Customer Answer

  Date: 08/08/2024

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  Date:07/17/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Conn's Home Plus has shown themselves to be aggregiously incompetent in regard to correctly applying payments made to the accounts of those who have obtained financing in order to facilitate in-store purchases. In May of 2024 I noticed the 1st error posted to my account when I logged in to their website to pay my bill... The website indicated that I was 2 months behind on my payments which was in complete contradiction to my payment history which was also documented on their website... I called immediately in order to rectify the situation and ended up in an unnecessarily frustrating debate with the Agent over the phone which could've been avoided entirely if he had just listened to me from the beginning and did the math... After finally admitting to the error in their system the Agent told me that he would be reaching out to another department so that my account could be re-evaluated and fixed... I asked if I could just speak to them directly and of course he tells me that there is no way possible for that to happen... And so now my account is pretty much in God's hands. Following that I went to pay bill in June of 2024 and everything appeared to be fine however now here we are in July of 2024 and the same problem is reoccurring yet again... I just got off of the phone with yet another agent today that could not tell me how many months there are between January and July and so naturally she was also incapable of counting how many payments were actually made between January and July... What she did promise me was that she was going to have her super special inaccessible team re-evaluate my account again so that it finally gets fixed... And so now my account is once again in God's hands... My main concern is that they will eventually try to report inaccurate information to the credit bureaus which I'll have to dispute. So I would just like to WARN anyone who's considering obtaining financing from Conn's Home Plus to avoid it at all cost... Seriously save yourself!

  Business Response

  Date: 07/31/2024

  Conns HomePlus (Conns) appreciates the opportunity to respond to Mr. ******* concerns. We have a history of over 130 years of quality customer service and satisfaction, and we would not want anything to impair that record. As a reminder, Mr. ****** may contact Conns regarding questions by calling our **************** Helpdesk at?************** or?online?at ******************************.??
  
  Mr. ****** stated in the complaint:
  
  1. In May, he noticed an error when he logged into his account. He discovered that we were indicating that his account was two months past due. As a result, he contacted us and was informed that his account would be evaluated and fixed; and
  2. He is requesting a billing adjustment.
  
  Our investigation reveals that:
  1. We sent Mr. ****** notifications on May 5th, May 6th, May 7th, and May 10th via text message and email concerning his overdue account. On May 27th, Mr. ****** contacted us and explained that his $280 payment on March 20th was intended to cover his May payment. To address his concerns, we initiated an account review. Upon investigation, it was found that after the $280 payment was refunded at Mr. ******* request, his account was backdated, and his payment was now due for May 5th; and
  2. We cannot honor Mr. ******* request to authorize a billing adjustment. Mr. ******* account has been reviewed, and his account balance is accurate, with the next payment of ****** due on July 5th.
  
  According to our records, on January 5, 2023, Mr. ****** purchased a ******* high-efficiency front-load washer and high-efficiency front-load electric dryer, both with a 48-month ************** Agreement on invoice ********. It has been verified that Mr. ****** signed a 36-month Retail Installment Contract and Security Agreement, which is an interest-bearing account. Mr. ****** agreed to pay the minimum monthly payment of $******, due on the 5th of every month. On January 13, 2023, Mr. ******* appliances were delivered in good condition.
  
  We investigated Mr. ******** concerns, and it was determined that he made three separate payments in March to bring his account current. The payments were as follows: $****** on March 6, 2024, and two payments on March 20, 2024, amounting to $139.75 and $280. All payments were confirmed to have been successfully applied to his account. However, Mr. ****** reported on March 20, 2024, that a double payment had been made to his account and requested a refund of $280. Therefore, a refund request was processed on March 21, 2024.
  
  Upon further review, it was revealed that Mr. ****** was contacted on May 5, 2024, May 6, 2024, May 7, 2024, and 10, 2024, through text message and email, notifying him of his overdue account. He was informed of a $****** past due amount and requested to address the issue via *************************************** or by calling ************. On May 27, 2024, Mr. ****** claimed he had made a payment for the
  month of May on March 20, 2024, and disputed the overdue status of his account. In response, we initiated an account balance review. Once the payment was reversed (refunded), this led to his account being backdated, and his payment was now due for the month of May.
  
  On June 5, 2024, Mr. ****** was notified through text message and email that our collections department was reviewing his account. We offered assistance and advised a payment of $105.75 to prevent further actions. He was instructed to contact us at ************ or visit our website. On July 17, 2024, Mr. ****** maintained his objection to the claim of a two-month delinquency, asserting that only the payment for July was due.
  
  Since receiving Mr. ******* complaint, it was verified that he made a payment of $******, which was posted to his account on July 19, 2024. However, due to Mr. ******* being backdated, the payment received covered the month of June.
  
  At this time, we cannot honor Mr. ******* request to authorize a billing adjustment. While Mr. ****** did make three payments in March, his account was backdated following the refund of the $280 payment at his request. Consequently, the payment of $****** received on March 6, 2024, was allocated for February's bill, the payment of $139.75 on March 20, 2024, settled the March bill, the payment of $****** on June 19, 2024, covered May, and the payment of $****** on July 19, 2024, addressed the June bill. As it stands, Mr. ******** account is currently due for July 5, 2024.
  
  Conns HomePlus values Mr. ****** as a customer and appreciates him for bringing his concerns to our attention. Our response includes all supporting documentation, including Mr. ******* signed documents and account payment history.
  
  
  Sincerely,
  
  Customer Relations
  *********************************************

• Initial Complaint

  Date:07/17/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a unit from Conns in Novemeber of 2023 when I purchased the unit I let them know I wanted my due date after the 15th , come to find out they made it for the 5th if each month I called to get it changed they stated they were not able to make the change and it was ok to make the payment after the 15th. I receive about 20 calls a day from them after the 5th and never once was told that my $0 interest would be voided because of this or that my interest rate would be at 35 percent . Until my call to their customer service number. But she did state if I make a payment they would be able to help me refinance so I made my $130 payment and paid a additional $800 in hopes of getting a better interest rate and whe I called today I was told to refinance I have to be 90 days late on my account , every time I call it has been a different story I am really frustrated and dont know what to do or who to talk to. I have already paid $1040 which is half of what I owed on the unit but still owed up until yesterday $2400 I just feel the communication and the training of their employees could be better , customer service is not very good. They also stated all this was in a contract i signed and I did the whole order on line and was told I would get a contract mailed to me and never did

  Business Response

  Date: 07/31/2024

  Conns HomePlus (Conns) appreciates the opportunity to respond to Ms. ********* concerns. We have a history of over 130 years of quality customer service and satisfaction, and we would not want anything to impair that record. As a reminder, Ms. ******** may contact Conns regarding questions by calling our **************** Helpdesk at?************** or?online?at ******************************.??
  
  Ms. ******** stated in the complaint:
  
  1. In November 2023, she made a purchase and requested that her payment be scheduled for the 15th of every month. However, she later found that her payment was due on the 5th instead. Despite her multiple requests to change the payment date, she was informed that we could not accommodate her request;
  2. She was told that if she made a payment towards her account, we would be able to help her refinance her account to obtain a better interest rate. However, she has now been advised that her account must be over 90 days late to qualify for refinancing; and
  3. She is requesting a billing adjustment.
  
  Our investigation reveals that:
  1. On November 5, 2023, Ms. ******** made an online purchase and received an email containing a copy of her contract for review before signing. In the contract, she agreed to make payments due on the 5th of every month. There are no records indicating that Ms. ******** has contacted us to request a change in her payment due date;
  2. On July 17, 2024, Ms. ******** contacted us to inquire about refinancing her account. She was informed that her account was in good standing and did not qualify for refinancing at this time. Therefore, she was informed that we could not process a request to refinance her account; and
  3. We cannot honor Ms. ********* request to authorize a billing adjustment.
  
  According to our records, on November 5, 2023, Ms. ******** purchased an ** single-unit wash tower with a 24-month ************** Agreement. It has been verified that Ms. ******** signed a 34-month Retail Installment Contract, agreeing to pay the minimum monthly payment of $130.87, due on the 5th of every month. Ms. ********* wash tower was delivered on November 11, 2023.
  Ms. ********* account included a ******************************* deferred-interest financing promotion (cash-option) as described on the Cash Option Addendum Page of her signed documents (attached with this response). Under the terms of the cash option, the account will not accrue any finance charges if all scheduled monthly payments are paid within ten (10) days of the due date and the unpaid cash-option price is paid within ten (10) days of the expiration date of November 5, 2024 (i.e., final expire date of November 15, 2024). If the minimum monthly payment is not paid within ten (10) days of each due date and the total cash-option price is not paid within ten (10) days of the expiration date, the cash-option will be voided, and the original terms and conditions found in the Retail Installment Contract will replace the cash-option addendum. If the cash option is voided, all payments made prior to default will be applied to the contract to pay finance charges and other amounts in accordance with the terms of the Retail Installment Contract. However, it was discovered that Ms. ********* cash option was voided on December 15, 2023, when a late fee was assessed to her account due to the December 5, 2023, payment not being received timely. As a result, interest was added to her account, as outlined in the terms and conditions of her signed contract and cash option addendum page.
  

  We investigated Ms. ********** concerns and found that on July 14, 2024, she received a text and email notification informing her that her account was overdue and that a payment of $130.87 would bring it up to date. The message also mentioned that a late fee would be applied to her account on July 15, 2024, if the payment was not received. She was instructed to contact us at ************ or visit **************************************. On July 15, 2024, Ms. ******** contacted us and asked about the interest accrued monthly on her account, as well as the interest added from her cash option. She also inquired about her cash option status and was informed that it had been voided due to multiple late fees being assessed to her account.
  
  On July 16, 2024, Ms. ******** contacted us again, expressing unawareness that her cash option would be voided once a late fee was assessed to the account. She was told that the interest amount at the beginning of the loan was $1683.68, divided by 34 (the number of payments), which equaled $49.52 in monthly interest. She was also informed that the interest was withheld while the account had a valid cash option. Additionally, Ms. ******** was informed that due to several late fees being accumulated on the account, her cash option was voided.
  
  On July 17, 2024, Ms. ******** inquired about refinancing her account but was informed that her account was in a current state and could not be submitted for refinancing. After being informed of this, she indicated that she had not received a copy of her contract and was never informed about the cash option not being valid. She also mentioned that she would complain to the BBB and then disconnected the call.
  
  At this time, we are unable to accommodate Ms. ********* request for a billing adjustment. When she made her purchase online, she was sent a contract via email to review and sign, indicating her agreement to the terms and selected items. Ms. ******** was informed that her payment was due on the 5th of every month, and we have no record of her contacting us to request a change in her payment date. Additionally, Ms. ********* cash option has been voided due to late fees on her account. Interest has been added as specified in the terms of her signed contract and cash option addendum page. Her account balance is accurate, and her current payoff is $2309.33.
  
  Conns HomePlus values Ms. ******** as a customer and appreciates her bringing her concerns to our attention. We have included all supporting documents in our response, including Ms. ********* signed documentation and account payment history.
  
  Sincerely,
  
  Customer Relations
  *********************************************

• Initial Complaint

  Date:07/17/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a refrigerator in the amount of $1749.99. The company presented on time with the refrigerator on the date and time that they indicated; however, business has been horrible since. The handle for the refrigerator was stripped and would not attach to the refrigerator. I was given two different dates that the handle would be delivered. No one showed up, and no one communicated that it would not be delivered. Since then, the ice maker on the brand new refrigerator does not work, and the water pressure on it is well below what it should be. I've called multiple times about the order and one representative advised don't call us, we will call you. Why would I trust that when you can't even call to say that you're coming with the handles. I want a different brand of a refrigerator at this point. i just tried today on 7/17 to speak to someone and they transferred me to an answering machine.

  Business Response

  Date: 07/24/2024

  Conns HomePlus (Conns) appreciates the opportunity to respond to Ms. ****** concerns. We have a history of over 130 years of quality customer service and satisfaction, and we would not want anything to impair that record. As a reminder, Ms. ***** may contact Conns regarding questions by calling our **************** Helpdesk at?************** or online at ******************************.?
  
  Ms. ***** stated in the complaint:
  1. She purchased a refrigerator, but the handle was stripped when the item was delivered. She was told the handle would be delivered on two separate occasions, but she still has not received it;
  2. She contacted us to inform us that the ice maker and water pressure are not working, but we have not been able to get assistance;
  3. She is requesting to receive a different refrigerator.
  
  Our investigation reveals that:
  1. Ms. ****** refrigerator was delivered on July 2. During the inspection, it was found that the handle was stripped. Ms. ***** elected to keep the refrigerator, and we will attempt to get another handle to install it. However, there was a delay in receiving the handle from the manufacturer;
  2. On July 14, Ms. ***** notified us that the refrigerator was not cooling. Since we were still pending the shipment of the handle, we agreed to submit an exchange on the refrigerator instead of repairing it;
  3. As of July 19, Ms. ***** received a new refrigerator.
  
  
  Our records show that on June 25, 2024, Ms. ***** purchased an ** French 3-Door refrigerator with a 1-year limited manufacturers warranty. Ms. ****** refrigerator was delivered on July 2, 2024. During the delivery, it was discovered that the left door handle was stripped. Ms. ***** decided to keep the unit as is, and we agreed to send out a new handle, which was ordered through the manufacturer. However, there were several delays in receiving the part.
  
  Before getting the new door handle, we show that Ms. ***** contacted us on July 14 to report that the refrigerator was not cooling. Since we were still awaiting the new door handle, we agreed to issue an even exchange instead of servicing the unit. Ms. ****** new refrigerator was delivered in good condition on July 19, 2024.
  
  
  Conns HomePlus values Ms. ***** as our customer, and we appreciate her for bringing her concerns to our attention.
  
  
  
  Sincerely,
  
  Customer Relations
  *********************************************

  Customer Answer

  Date: 07/25/2024

  [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.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  They did replace the refrigerator after the complaint was filed. I appreciate them exchanging it out for a new one. 
  
  
  
   
  

• Initial Complaint

  Date:07/17/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not liable for this **** with charter communications, I do not have contract with CONNS, they did not provide me with the original contract as i requested.

  Customer Answer

  Date: 07/18/2024

  Correction to my credit report,
  I demand this account be removed
  from credit report

• Initial Complaint

  Date:07/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  March 202Fl4 I purchased samsung tv with 12 month warranty from Conn,New Port Richey fl .Juli 8 2024 tv stop working.I call Conn's many times for repair service nobody show up.I call supervisor for repair service /Rosy at *** ***** ** two times nobody show up

  Business Response

  Date: 07/17/2024

  Conn’s HomePlus (“Conn’s”) appreciates the opportunity to respond to Mr. ********** concerns. We have a history of over 130 years of quality customer service and satisfaction, and we would not want anything to impair that record. As a reminder, Mr. ******** may contact Conn’s regarding questions by calling our Customer Service Helpdesk at?1-877-358-1252 or?online?at www.conns.com.??
  
  Mr. ******** stated in the complaint:
  1. He has contacted us several times to repair his television, but no one has gone to his residence to complete the inspection; and
  2. He is requesting to have his television repaired.
  
  Our investigation reveals that:
  1. On July 9, 2024, Mr. ******** contacted us to report that his unit was unable to connect to the Wi-Fi. Initially, we requested triage images. However, after realizing that a technician needed to physically inspect the unit and that triage images were not necessary, the initial service order was canceled, and a new one was created on July 13, 2024. We attempted to reach Mr. ******** to confirm his television's serial number and model and schedule an inspection appointment. However, since we were unable to reach him, the service order was canceled; and
  2. Mr. ******** can schedule an appointment for his television inspection by contacting our service department at 1-855-266-6349.
  According to our records, on February 14, 2024, Mr. ******** purchased a Samsung 85” QLED 4k UHD smart TV with a 36-month Repair Service Agreement on invoice 42272472. We confirmed that Mr. ********** television was delivered on February 15, 2024.
  
  We researched Mr. ********** concerns and found that he contacted us to have the 36-month Repair Service Agreement canceled and removed from television. Our records show that his signed Service Agreement Cancellation Request was received within the first 30 days of his purchase date. Therefore, his coverage was canceled, and a credit of $427.99 was applied to the principal balance of Mr. ********** account.
  
  Upon further review, it was found that Mr. ******** contacted us on July 9, 2024, to report that his television was not connecting to the Wi-Fi. Initially, he was scheduled for troubleshooting over the phone and asked to provide images of the issue. However, it was later determined that a technician needed to inspect the unit physically, and triage images were not necessary, so the initial service order was canceled. On July 13, 2024, a new service order was created. We tried to contact Mr. ******** to verify his television model and serial numbers and to schedule an appointment for an inspection by a technician. Unfortunately, our call attempt was unsuccessful, and as a result, Mr. ********** service order was canceled.
  
  At this time, we ask that Mr. ******** to contact our service department at 1-855-266-6349 to schedule an appointment to have his television inspected by a technician.
  
  Conn’s HomePlus values Mr. ******** as a customer and appreciates him bringing his concerns to our attention.
  
  Sincerely,
  
  Customer Relations
  Conn’s HomePlus

• Initial Complaint

  Date:07/17/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought a French door refrigerator for $2217.00 at conns home plus on 08/2021. We have the extended warranty . First call for issue with ice maker was on 07/24/2023 had the ice maker component replaced through service order # *******. Next service for issue with ice maker was under service order #******* which occurred in 10/2023 again ice maker component was replaced. Current issue began on 5/23/24. Ice maker was not working. Called had a service call for 5/24/24 . They replace ice maker component service order#*******. Issue was not fixed. Called again on6/4/24. Service tech returned order another ice maker and was replaced on 6/13/2024. Issue was not fixed called again they came on 06/22/24 under service order # ******. Tech ***** stated the fridge was not cooling and need the next parts replace. The very next day my whole refrigerator was not working and food was comprised. Called that day and the intake center ********** was nothing they could do until parts were received. The compressor, filter and condenser need to. Be order and would be replace. The parts were replaced on 7/4/24. Gave 48 hour for fridge to cool and it did not work. Called again for service they came out on 7/12/24 under service order#*******. Tech stated parts were not installed properly. He re serviced. Gave 48 hours and issue was not fixed. Called again asked for a replacement. ************** stated they could not approved unless service tech stated it was not serviceable. I've been without a working fridge since 6/23/24. Same tech came out again under service order# ******* on7/16/24. He stated we need a new compressor. At this point I just want a replacement. The service intake are very rude. Hard to work with. And I still don't have a fridge which is difficult to live without. I also would like compensation for the food that was thrown out when it gave out.

  Business Response

  Date: 07/22/2024

  Conns HomePlus (Conns) appreciates the opportunity to respond to Ms. ******** concerns. We have a history of over 130 years of quality customer service and satisfaction, and we would not want anything to impair that record. As a reminder, Ms. ******* may contact Conns regarding questions by calling our **************** Helpdesk at?************** or?online?at ******************************.??
  
  Ms. ******* stated in the complaint:
  
  1. On May 23, 2024, she contacted us to report that the ice maker was not working. It was discovered that the ice maker needed to be replaced. The replacement was installed on June 13, 2024, but it did not resolve the issue;
  2. On June 22, 2024, she reported that her refrigerator was not cooling. It was found that parts were needed, which were later replaced on July 4, 2024. However, the parts did not fix the issue with her refrigerator. Therefore, she reached out to us again, and on July 12, 2024, she was informed that the parts were not installed properly;
  3. On July 16, 2024, she was informed that her refrigerator needed a new compressor; and
  4. She is requesting a replacement and compensation for food loss.
  
  Our investigation reveals that:
  1. On May 23, 2024, Ms. ******* contacted us to report her refrigerator was not producing ice. On May 24, 2024, the technician assessed the unit and found that the compressor was overheating, causing slow ice production in the top ice maker. The technician advised the customer that the cabinet might be causing the unit to overheat as it was blocking proper air ventilation. No parts were needed. On June 4, 2024, Ms. ******* reported that the ice was not dispensing, and the technician reassessed her refrigerator on June 6, 2024. It was determined that a new ice maker was required. As a result, on June 13, 2024, the technician installed a new dispenser assembly;
  2. On June 19, 2024, Ms. ******* contacted us to report that her refrigerator was not dispensing ice. On June 22, 2024, the technician found that parts were needed, and he completed a seal system repair on July 4, 2024. This repair included replacing the compressor, filter dryer, and condenser. However, on July 6, 2024, she contacted us again to report that the unit was still not making ice. On July 12, 2024, the technician reassessed the unit and confirmed that it was functioning up to specifications;
  3. On July 15, 2024, Ms. ******* contacted us again to report that her refrigerator was not cooling. The following day, July 16, 2024, our technician inspected the refrigerator and determined that a seal system repair was needed; and
  4. On July 17, 2024, we approved an exchange to replace Ms. ******** refrigerator. We confirmed that her new ******* Bespoke French door refrigerator, model RF30BB660012, was delivered on July 21, 2024. Additionally, we have included a food loss form in our response, which covers up to $150 for verified food loss.
  

  According to our records, on August 6, 2021, Ms. ******* purchased an ** French-door refrigerator model LRMDS3006D with a 36-month ************** Agreement on invoice ********. We confirmed that Ms. ******** refrigerator was delivered on August 7, 2021.
  
  We investigated Ms. ******** concerns and service history and found the following:
  
  May 23, 2024- we received a report that the ice maker was not producing ice. The next day, on May 24, 2024, a technician inspected Ms. ******** refrigerator and found that both ice makers were cycling and working properly. They pulled the unit forward and discovered that the compressor was overheating,
  which was causing slow ice production in the top ice maker. The technician advised the customer that the cabinet could be causing the unit to overheat, as it was blocking a lot of air from being vented properly.
  June 4, 2024- we received a report that the ice maker was not dispensing ice. Upon inspection on June 6, 2024, Ms. ******* mentioned that the ice maker would only dispense ice when the reset button was pressed but otherwise would not dispense on its own, even though the ice maker option on the control panel was turned on. As a result, it was suggested that he replace the dispenser assembly, which was installed on June 13, 2024.
  June 19, 2024- it was reported that Ms. ******** refrigerator was not dispensing ice. On June 22, 2024, the technician found that it was not cooling properly, the compressor was noisy, and it was not accepting a full charge of 1.98 oz of R600, indicating a deficient compressor and a possible restriction at the condenser or filter drier. The technician recommended that new parts were needed. On July 4, 2024, the technician installed a new compressor, filter dryer, and condenser. After checking for leaks with 125 psi of nitrogen and bubbles, no leaks were found. Then, the unit was vacuumed for 15 minutes and recharged with R-600 (1.98 oz) as per unit request. The technician plugged the unit back in and confirmed that the compressor and condenser fan were running. Ms. ******* was advised to give the unit ***** hours to reach the proper temperature.
  On July 6, 2024- Ms. ******* reported that her refrigerator was not making ice. On July 12, 2024, the technician inspected her refrigerator and found that it was functioning up to specifications.
  July 15, 2024- Ms. ******* contacted us again to report that her refrigerator was not cooling. The next day, on July 16, 2024, a technician examined Ms. ******** refrigerator and discovered that it was not cooling properly. The refrigerator was making craft ice but was not maintaining the proper temperature in the fresh and frozen food compartments, and there was a frost pattern at the evaporator coil. Based on the technicians findings, it was determined that a seal system repair was necessary, and the required parts were ordered. After reviewing ******************** history, a request for an exchange was submitted and subsequently approved on July 17, 2024. As a result, Ms. ******* was issued a credit for the original cost of the refrigerator of $2217 to choose a new refrigerator.
  
  It has been confirmed that Ms. ******* initiated her exchange on July 17, 2024, on invoice ********; by selecting a ******* Bespoke French-door refrigerator model RF30BB660012 with a new 48-month ************** Agreement. We show that Ms. ******** refrigerator was successfully delivered on July 21, 2024, in good condition.
  
  Conns HomePlus values Ms. ******* as a customer and appreciates her bringing her concerns to our attention. We extend our apologies to Ms. ******* for any inconvenience she has experienced during this time.
  
  Sincerely,
  
  Customer Relations
  *********************************************

  Customer Answer

  Date: 07/24/2024

  [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.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.