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

  11051 Northwest Fwy Houston, TX 77092-7311

• 

  Conn's Home Plus

  13337 Interstate 10 E Houston, TX 77015-5801

• 

  Conn's Home Plus

  2800 Broadway St Pearland, TX 77581-9502

• 

  Conn's Home Plus

  4465 N Expressway Ste 77-83 Brownsville, TX 78520-8491

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:12/11/2024

  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 charged bank account $3556.25. No services were ever received, not a current or previous customer. Called customer service ************ and billing department **************, they were unable to assist without a phone number or account number. Again, not a customer so have no account with them and no account details to give. The third rep I spoke to advised all physical stores are closed and the only recourse to resolve is to fight with the bank.

  Business Response

  Date: 12/12/2024

  We appreciate the opportunity to respond to Mr. ********* *********** a reminder, Mr. ******* may contact Conns regarding questions by calling our **************** Helpdesk at?**************.?? 
  
  Upon reviewing Mr. ******** complaint, we could not locate a profile in the system under his name, phone number, or email address. We cannot further review or issue a billing adjustment without additional information. ********** will need to contact his financial institution if he believes there was a payment error.  

• Initial Complaint

  Date:12/09/2024

  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.

  My purchase is for a window unit ac/ heater. My contract has me under the 1 year same as cash option. I've paid over$600 on a $800 purchase in under 6 months. I'm a teacher and got ahead because I don't get paid over the summer months. I missed the summer months payments mainly because I missed understood and thought since I was so far ahead that I didn't have a worry because I was paying off within a year. Not too mention I tried several times to go in the store to make 1 payment, but since they were going out of business the store never opened back up. As a result conn's voided the 1 year same as cash option and refused to work with me and give the option to reinstate it. I didn't get any warnings, emails, or calls from customer service over the summer months to inform me of my missed payments. Once I finally called to see what was going on customer service was rude and refused to help any kind of way. Now I'm stuck paying double the amount of the purchase. I feel cheated and bullied into finishing the purchase I have with them. I wouldn't advise anyone to do business with this company. Conn's is definitely a good name for them

  Business Response

  Date: 12/11/2024

  We appreciate the opportunity to respond to Mr. ******** concerns. As a reminder, Mr. ****** may contact Conns regarding questions by calling our **************** Helpdesk at?**************.??
  
  Mr. ****** has stated in the complaint:
  1. He purchased a window unit AC/heater unit and was under contract with a 1 year same as cash option. He paid his account ahead but missed the summer payments, and we voided his cash option
  2. He tried several times to pay in-store, but since we went out of business, the store never reopened;
  3. He did not receive any warnings regarding the missed payments; and
  4. He is requesting a billing adjustment.
  
  Our investigation reveals that:
  1. Mr. ******* account qualified for a 12-month Cash Option. In May 2024, he paid ahead to bring his account current until August 2024. However, he did not make any payments in August, which resulted in the cash option being voided;
  2. We accepted in-store payments until the store closed on October 26, 2024. Additionally, we still accept payment online, over the phone, and at approved third-party retailers;
  3. We made phone calls and sent texts to Mr. ****** regarding his late/missing payments;
  4. We cannot issue a billing adjustment.
  
  Upon investigating Mr. ******* complaint, we show that on January 18, 2024, he purchased an 11.8K Cool/Heat window unit with a 36-month ************** Agreement Plan. His purchase qualified for a 12-month Cash Option Promotional balance of $1046.84 with monthly payments of $58.52 due on the 17th of each month.

  After further review, we show that Mr. ******* cash option promotion was voided on August 27, 2024, due to late/missing payment. As listed under the terms of the promotion, 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. Therefore, we cannot honor Mr. ******* request to reinstate the cash option or issue a billing credit.
  
  We appreciate Mr. ****** for bringing his concerns to our attention.
  
  Sincerely
  Customer Relations
  *********************************************

• Initial Complaint

  Date:12/09/2024

  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 was going in to my account to make my last payment before interest was accrued. I purchased my refrigerator on 12/2023. i have one year interest free. Went I pulled up my account online, my balance due had doubled. I called the customer service line and I repeatedly got transferred then hung up on. I want to pay this payment before the due date but I will not pay the extra interest as Conn's did not honor our agreement. My due date is 12/11/2024 and today is 12/6/24

  Business Response

  Date: 12/11/2024

  We appreciate the opportunity to respond to Ms. *********** concerns. As a reminder, Ms. ********* may contact Conns regarding questions by calling our **************** Helpdesk at?**************.??
  
  Ms. ********* has stated in the complaint:
  1. She purchased a refrigerator in December 2023 with a one-year no-interest account. She went to make her final payment, and she found interest was added
  2. She is requesting a billing adjustment
  
  Our investigation reveals that:
  1. Ms. ********* purchased her refrigerator in November 2023 with a one-year no-interest that expired in November 2024. She did not pay the full promotional balance within the timeframe, which caused interest to accrue as listed under the terms;
  2. We are unable to issue a billing adjustment.
  
  Our records show that on November 11, 2023, Ms. ********* purchased a refrigerator that qualified for a 12-month Cash Option Promotional balance of $1457.55 with monthly payments of $73.32 due on the 11th of each month.

  
  After further review, we show that Ms. ********** cash option promotion was voided on November 21, 2024, due to the full cash option balance was not paid before the expiration date. As listed under the terms of the promotion, 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.

  
  We cannot honor Ms. ********** request to reinstate the cash option or issue a billing credit. We have included supporting documents with our response.
  
  We appreciate Ms. ********* for bringing her concerns to our attention.
  
  Sincerely
  Customer Relations
  *********************************************

• Initial Complaint

  Date:12/07/2024

  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.

  So, I bought a rather nice couch from Conns that was delivered on 5/20/2023, including the FurnitureGard Coverage plan, which in their brochure says lasts up to 3 years. Recently, the ***** on my couch broke, metal twisted, unable to move back into position. I have called, my roommates who also frequently use the couch have called, and no response. Meanwhile, IM STILL PAYING $150 a month for a piece of furniture that I can no longer use.

  Business Response

  Date: 12/11/2024

  We appreciate the opportunity to respond to Mr. ********* concerns. As a reminder, Mr. ******* may contact Conns regarding questions by calling our **************** Helpdesk at?**************.??
  
  Mr. ******* has stated in the complaint:
  1. He purchased furniture with a FurnitureGard plan. The chaise broke, and he has called several times but has not received a response
  2. He is requesting a refund.
  
  Our investigation reveals that:
  1. Mr. ******* purchased furniture in May 2023 with an extended warranty. We have no records showing he has attempted to contact us;
  2. We cannot issue a refund

  
  
  Our records show that on May 18, 2023, Mr. ******* purchased the ****** loveseat and chaise with a 36-month FurnitureGard plan.
  
  After reviewing Mr. *******s complaint, we could not find that he has attempted to contact us regarding any issues. Mr. ******* has a warranty on his furniture until May 20, 2026. Although we cannot issue a refund for the furniture, Mr. ******* may call the **************************** directly at ************ or file a claim at ********************** if service is needed.
  
  
  We appreciate Mr. ******* for bringing his concerns to our attention.
  
  Sincerely
  Customer Relations
  *********************************************

• Initial Complaint

  Date:12/07/2024

  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.

  Bought something for $1000 on installment a few years back, was told by sales woman (********) it was 0% interest if paid within 1 year. Made all my payments on time and more then minimum, came in to make a payment and asked what the pay off was because I had the money to pay it off and she said $2,000 something dollars and said Ive only paid the interest. Then I asked for a copy of my contract and was told they dont keep them to call corporate. Went to another location on civic center talked with the store manager about my situation he asked who sold it to me I gave her name and description and his words were exactly oh ******** used to work for me but I had them transfer her to that location because she did the same thing and we got multiple complaints, contact corporate and let them know your situation I tried reaching out way back years ago when it happened and they said nothing they can do I owe them and have to pay and DID NOT provide a copy of my contract or bill. I made a few more payments but then stopped because the couch completely fell apart within a year of regular use. I started getting calls from a debt collector who was calling at 6am-11pm and they called work, family etc I told them not to call anymore for harassment and to send a letter via certified mail and provide proof of what I owe and they never did. So I filled a dispute for my credit they denied, filed again because I never received any thing from the company and they denied again. Flash forward to December 2024 the company has filed bankruptcy and is going out of business and all of a sudden my credit score drops 100points and I just got denied a car loan and I check my credit report, Conns home plus just added ******************************************************************************************************************************************************** I have called their corporate office multiple times, filed 3 disputes, sent them a letter. Nothing, no response.

  Business Response

  Date: 12/12/2024

  We appreciate the opportunity to respond to Mr. ****** concerns. As a reminder, Mr. **** may contact Conns regarding questions by calling our **************** Helpdesk at?**************.??
  
  Mr. **** has stated in the complaint:
  1. He purchased furniture and was approved for a 0% interest if paid within 1 year. He made all payments, but when he asked for his payoff, he was told it was $2000;
  2. He has requested a copy of his contract and bill but never received the document;
  3. He requests to have the zero interest honored and remove the late marks from his credit or pay a one-time low payment to remove it from his credit report.
  
  Our investigation reveals that:
  1. Mr. **** purchased furniture in 2017 on a Retail Installment Loan. His purchase did not meet the qualification for a no-interest loan. His account has been charged off due to non-payment;
  2. Mr. **** received a copy of all his signed documents at purchase. We have no records showing that he has requested a copy of any document since then;
  3. We are unable to honor Mr. ****s request.
  
  Our records show that on July 13, 2017, Mr. **** purchased an Apollo Sleeper sofa financed on a Conns Retail Installment loan.
  
  Upon investigating Mr. ****s complaint, we found that his account was charged off in August 2020 due to non-payment. Therefore, we cannot honor his request to remove the credit marks on his report. All information being reported is accurate.
  
  We have included a copy of Mr. ****s contract and payment history for his records.
  
  We appreciate Mr. **** for bringing his concerns to our attention.
  
  Sincerely
  Customer Relations
  *********************************************

• Initial Complaint

  Date:12/05/2024

  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.

  Bought a 86 tv 6 months ago. Im still paying off the tv . Also paid for an additional warranty.Conns has since closed down. My tv is broken now and I cant get in touch with anyone to get repaired. Ive been trying for over 3 weeks now

  Business Response

  Date: 12/06/2024

  We appreciate the opportunity to respond to Mr. ******** concerns. As a reminder, Mr. ****** may contact Conns regarding questions by calling our **************** Helpdesk at?**************.??
  
  Mr. ****** has stated in the complaint:
  1. He purchased a TV with a warranty and needs repairs but has not been able to reach anyone since Conns has closed;
  
  Our investigation reveals that:
  1. Mr. ****** did not purchase an extended warranty on his TV. He was referred to the manufacturer for repair.
  
  
  After reviewing Mr. ******s concerns, we see that he purchased an 85 TV on April 22, 2024. We confirmed that he had not purchased a ************** Agreement plan. For Appliances/Electronics with a manufacturers warranty only, please contact the manufacturer for repairs according to their warranty terms.
  
  We appreciate Mr. ****** for bringing his concerns to our attention.
  
  Sincerely
  Customer Relations
  *********************************************

• Initial Complaint

  Date:12/03/2024

  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.

  The transaction took place April 2024. I am unable to find the exact date due to not being able to access the account information. The purchase was for 3 pieces of furniture. The total amount was *****. The company is reporting a higher balance and when I attempt to call I am unable to speak with anyone to resolve this issue. I was given an email address which I emailed over a month ago and no response. The store is closed so I am unable to go in person. I have made payments on the account information in the amount of 630$ for May, June, July. I am still trying to get in contact with the company to validate my balance.

  Business Response

  Date: 12/06/2024

  We appreciate the opportunity to respond to Mr. ********** concerns. As a reminder, Mr. ******** may contact Conns regarding questions by calling our **************** Helpdesk at?**************.??
  
  Mr. ******** has stated in the complaint:
  1. He purchased a 3-piece of furniture for $3,500 and had made payments of $630 on the account, but we are reporting a higher balance;
  2. He attempted to call to speak with anyone to resolve this issue and was given an email address over a month ago, but he has not received a response;
  3. He is requesting a correction to his credit report.
  
  Our investigation reveals that:
  1. In April 2024, Mr. ******** purchased furniture totaling $4,924.78, including taxes and fees. He has made a total payment of $628.57 to his account. However, he has accumulated several *** and late fees;
  2. We have spoken with Mr. ******** on several occasions regarding his account;
  3. Mr. ********* credit is being reported accurately.
  
  Our records show that on April 26, 2024, Mr. ******** purchased the Utopia P2 Reclining living room furniture with a 36-month FurniureGard Plan. His purchase initially qualified for a 12-month Cash Option Promotion (COP).
  
  Upon reviewing Mr. ********* complaint, we see his COP was voided due to late and missing payments. Mr. ******** has made three successful payments totaling $628.57 to his account. However, four payments have been returned due to ***, resulting in late fees, which have increased the overall balance. We have included a copy of Mr. ********* loan ledger for his records.
  
  We appreciate Mr. ******** for bringing his concerns to our attention.
  
  Sincerely
  Customer Relations
  *********************************************

  Customer Answer

  Date: 12/09/2024

  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.  
  
  I would like an itemized recent of the furniture pieces and documentation with my signature for that amount. 
  

  I have called several times and the only department I can speak with is the representatives that take payments. I have not been able to speak with anyone regarding the extended purchase plan, which I have emailed and tried to cancel with no response. I have emailed in the insurance provider and they stated they cannot find my information. I would like to see the extended warranty amount and information how to cancel it. 
  My original email was send on 10/31.
  An email was sent to ************************************************************************************ with no response 

  and an email to *************************************  and the response was 

  
  Wed be more than happy to assist with your contract request. Unfortunately the information provided did NOT populate an Assurant Protection Plan, our apologies. 

  Regards,
  
  
   

  
  

  Business Response

  Date: 12/11/2024

  We have included a copy of Mr. ********** invoice and contract for his records. Assurant is currently the warranty administrator for the ************** Agreement. He may contact Assurant at ************ regarding the cancellation. 
  
  

• Initial Complaint

  Date:12/03/2024

  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.

  At the beginning of July I went to a ****** area conns for patio furniture. After going through the purchasing process I was told the driver would call on the 4th and arrange for delivery on the 5th. I never received a call but the following Monday I spoke with a lady who seemed helpful at the time, giving me tracking info., (that was non-working) assuring me I'd get my things. After a few days I reach out to see what the latest was and the gentleman told me that my furniture had been delivered and signed for in **************, **********!! At that moment I told the operator that I was no longer interested in trying to get the furniture and to cancel the order. He told me I would receive an email within 48 hours confirming the cancelation. I never received an email and have been continuously billed. This unjust billing is being reflected negatively against my credit. I have spoken with numerous representatives and operators and each of them "put in a ticket" that never seems to get a response. I am beyond frustrated by the whole thing, but even more so by the lack of accountability on one end and the aggressive attempts to collect payment on the other.

  Business Response

  Date: 12/06/2024

  We appreciate the opportunity to respond to *** ********** concerns. As a reminder, *** ******** may contact Conns regarding questions by calling our **************** Helpdesk at?**************.??
  
  *** ******** has stated in the complaint:
  1. He purchased a patio that was supposed to be delivered on July 5th but never received it. When he called, he was told his furniture was delivered to **********, so he asked to cancel the order;
  2. He is being charged and has reached out several times but has not received assistance;
  3. He is requesting a billing adjustment.
  
  Our investigation reveals that:
  1. *** ********** patio set initially shows it was delivered to his address on July 18, but he said he never received it. A claim was opened with ***** to have the item reshipped. However, we have confirmed the item was returned to the sender
  2. *** ********* ***** claim was being investigated, and due to the item originally showing it was delivered, it caused a delay in us verifying the status of the item;
  3. *** ********* account will be adjusted to reflect the return of the item.
  
  
  Our records show that on June 28, 2024, *** ******** purchased a six-piece patio set. The item was shipped to *** ********** address via ***** (tracking# **********) from the manufacturer on July 18, 2024.
  
  Upon investigating *** ********* complaint, we show that he contacted us to report that the item was never received. We opened a claim with ***** to review the shipment, but the claim was closed because the item showed it was shipped to the address on file.
  
  After further review, we have been able to confirm that the patio set was returned to the manufacturer. The original tracking number, **********, shows the item was delivered to the address on file. However, this shipment was reported as lost, which resulted in the item being redirected, and a new tracking number, **********, was provided. Based on the new tracking number, instead of the item being sent to *** ********, it was returned to the sender in ***********
  
  Based on our findings, we have agreed to process the return to close the account and correct any negative credit reporting for this account.
  

  We appreciate *** ******** for bringing his concerns to our attention.
  
  Sincerely
  Customer Relations
  *********************************************

• Initial Complaint

  Date:12/02/2024

  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.

  Purchased an Apple Mac Book at the end of June. We were told we could get *********** When we called ***** they told us we couldn't because Conn's had purchased the laptop 10 months prior and the period to get ********** had ended. This was on top of the fact that Conn's would file for Bankruptcy 6 weeks after we purchased the laptop and entered into a 12 month payment plan. After having the laptop for 5 months, the screen started glitching and the laptop would shut down unexpectedly. Upon reaching out to Conn's, they have been zero help and we are now stuck with a laptop that doesn't work and still $1400 Owed. They have brushed us aside after repeated phone calls and gave us zero help.

  Business Response

  Date: 12/05/2024

  We appreciate the opportunity to respond to Mr. ****** concerns. As a reminder, Mr. ****** may contact Conns regarding questions by calling our **************** Helpdesk at?**************.??
  
  Mr. ****** has stated in the complaint:
  1. He purchased a MacBook and was told he could get *********** but when he called *****, he was informed they could not purchase the warranty;
  2. He is requesting repairs
  
  Our investigation reveals that:
  1. We respectfully deny that Mr. ****** was told he could get *********** Conns did not advertise or offer ***** Care as a service provider;
  2. Our stores have closed, and we have gone out of business, and we can no longer facilitate service claims.
  
  Conns HomePlus has gone out of business and no longer conducts inspections or repairs on items not covered by a ************** Agreement contract. We have reviewed Mr. ****** invoice and confirmed that a ************** Agreement had not been purchased. Therefore, any repairs needed for non-covered items would be the customer's responsibility.

  
  We appreciate Mr. ****** for bringing his concerns to our attention.
  

   

  Sincerely
  Customer Relations
  *********************************************

  Customer Answer

  Date: 12/05/2024

  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.  
  
  We *******% were told, after questioning the "teenage" employee, that we could get ********** if we decided against your in-store service agreement. The bottom line is this, they were ALREADY going out of business and knew they weren't going to be able to service stuff beyond the date of stores closing. Conn's should have been up-front with customers about that and the fact that the ORIGINAL WARRANTY from ***** was null and void because they had purchased the laptop months prior. That changes everything and especially when you are signing up a customer for a 12 month term that would exceed the life of your establishment. 
  
  Regards,
  
  
   
  

  Business Response

  Date: 12/06/2024

  We appreciate the opportunity to respond to Mr. ******* additional concerns. Mr. ****** made his purchase on June 22, 2024. At that time, we had no knowledge or was aware of the unfortunate events of Conn's closures. Conns has never advertise or offer ***** Care as a service provider. However, we did offer extended warranty to cover the product, which was denied. Since he did not purchase the ************** Agreement, any repairs needed for non-covered items would be the customer's responsibility.

• Initial Complaint

  Date:11/28/2024

  Type:Billing 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.

  Misleading Zero-Interest Financing Terms Complaint Details:I purchased home appliances from Conn's, taking advantage of a "zero-interest" financing offer. At the time of purchase, the store clarified the duration of the zero-interest period . After a year, I discovered that I was being charged a 30% interest rate, which was never disclosed clearly.Unfortunately, the store has since closed permanently, leaving me unable to resolve this issue directly. However, I believe the financing company associated with this transaction is responsible for honoring fair terms and addressing this concern.I am seeking a resolution to either waive or adjust the interest charges, as the terms were not transparently communicated during the sale.Sep 2023 purchased: 4536 $paid so far: 2546 $announced on the site for remainder: 2557$(charged interest fee : 571 $)Desired Resolution:I request the company provide a clear explanation of the charges and adjust the interest rate appropriately to reflect the original offer of zero-interest financing. I would like to pay off my full debt immediately and expect not to be charged an unfair interest rate Thank you for your attention to this matter.

  Business Response

  Date: 12/04/2024

  We appreciate the opportunity to respond to Mr. ******** concerns. As a reminder, Mr. ******* may contact Conns regarding questions by calling our **************** Helpdesk at?**************.??
  
  Mr. ******* has stated in the complaint:
  1. He purchased appliances and took advantage of the zero interest, but after a year, he found he was being charged a 30% interest rate which was never disclosed;
  2. He is requesting to have the interest rate waived.
  
  Our investigation reveals that:
  1. Mr. ********* purchase qualified for 12-month no-interest financing. He signed and received a copy of his contract, which acknowledges that he was aware of all charges and promotions. Mr. ******* failed to pay his promotional balance before the terms expired, which caused interest to be added to the account as listed under the terms;
  2. As a one-time gesture of goodwill, we have agreed to reinstate the *** until 12/13/24.

  
  According to our records, on September 27, 2023, Mr. ******* purchased a refrigerator, washer and dryer on invoice ********. He signed a 36-month Retail Installment Contract, agreeing to pay the minimum monthly payment of $192.36, due on the 27th of every month. Mr. ******** account included a ******************************* deferred-interest financing promotion (cash-option) as described on the Cash Option Addendum Page of his 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 September 27, 2024 (i.e., final expiry date of October 7, 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 Retail Installment Contract.
  Unfortunately, Mr. ********* cash option was voided because the total cash option price of $4,216.96 was not fulfilled by the expiration date. Due to this, interest was added to Mr. ******** account as per the terms and conditions of his signed contract and cash option addendum page.
  

  After careful consideration, we have made a goodwill exception to extend the terms of the cash option. Mr. ******* has until December 13, 2024, to pay the remaining cash option balance of $1,357.22. If the full balance is not paid by the extended date, the cash option will be voided and 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.
  

   

  Sincerely,

  
  Customer Relations
  *********************************************

  Customer Answer

  Date: 12/05/2024

  [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.  

  I paid full pay cash today. I hope Conn's will close my file.

  best regards

  *****