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:11/26/2024

  Type:Product 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 from Conn's on 10/13/2022 with an extended warranty. Sometime in July of this year I had an issue with the refrigerator where the roller on the deli drawer was broken. I called Conn's and they scheduled to come out the next week to repair. Well low and behold they filed bankruptcy that week and canceled my service technician that was already scheduled to come out. When I called Conn's I was treated so rudely on the phone when inquiring on how I was going to get my refrigerator fixed. I was referred to ******* since it has a manufacture warranty. I told the person that I had purchased the extended warranty though them and I never had to call *******. Mind you this is a replacement refrigerator. After calling ******* they told me that the broken drawer was not covered under the manufacturer warranty. I called Conn's back and they were no help and tole me they could refund the cost of my warranty. I don't want the money back I need my refrigerator fixed. I have not had the money to replace the broken drawer so I just don't use it. But I am still have to make monthly payments. Now the icemaker is not working as of this week. I can't get anyone on the phone. I need my refrigerator fixed. Please help.

  Business Response

  Date: 12/04/2024

  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. ****** has stated in the complaint:
  1. She purchased a refrigerator with a warranty and contacted us in July for service. However, we filed for bankruptcy and canceled the appointment;
  2. She was referred to contact the manufacturer, but they informed her that the issue was not covered under warranty;
  3. She is requesting to receive an exchange.
  
  Our investigation reveals that:
  1. Ms. ****** contacted us for service on July 23, 2024. At that time, we had announced we had filed for bankruptcy, and our service department was closed, so the appointment was canceled;
  2. Since Ms. ******* manufacturers warranty is still effective, she was referred to contact them to assist with service;
  3. Conns has closed. We cannot honor Ms. ******* request for an exchange.
  
  Our records show that on October 12, 2022, Ms. ****** purchased a gas range and refrigerator with a 48-month ************** Agreement Plan. The appliances were delivered in good condition on October 15, 2022.
  
  After reviewing Ms. ******* complaint, we see that she contacted us on July 24, 2024, for service on her refrigerator. She was informed that our service department was closed due to Conns filing for bankruptcy and that services were no longer being rendered. Ms. ****** was made aware that her refrigerator was still covered under the first-year manufacturers warranty and was referred to contact them for her repair needs.
  
  Although we cannot honor Ms. ******* request for an exchange, service repairs have been re-established for all merchandise covered under an extended warranty plan. Ms. ****** may contact the ************** at ************** to schedule service with Assurant. ******** is currently the warranty administrator for the ************** Agreement.
  
  
  We appreciate Ms. ****** for bringing her concerns to our attention.
  
  
  Sincerely,
  Customer Relations
  *********************************************

• Initial Complaint

  Date:11/25/2024

  Type:Product 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 washer dryer combo on September 17. Got it home and it has been taking 8/9 hours to dry a load of clothes. It has to be drained before every load by the Water is stagnet. The vent has leaks as well. I have pictures. I want a refund on the unit and ** is not following their warranty guarantee. I have never been able to use the washer ever. The technician has come to look at the unit 3 times in less than 6 weeks

  Business Response

  Date: 11/26/2024

  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. ********** has stated in the complaint:
  1. She purchased a washer/dryer combo, but when she got it home, the unit did not work;
  2. She has had a technician come out three times, but ** is not honoring their warranty;
  3. She is requesting a refund
  
  Our investigation reveals that:
  1. Ms. ********** picked up her laundry combo from the store. We have no records of her contacting us since the item was received;
  2. Ms. *********** laundry combo is covered under the manufacturers warranty. She will need to contact them directly regarding their service guidelines;
  3. We are unable to honor Ms. *********** request for a refund.
  
  
  Our records show that on September 17, 2024, Ms. ********** and ** All-In-One washer/dryer combo that came with a 1-year limited manufacturers warranty, a pedestal, and a recliner. Ms. ********** elected to pick up all her merchandise from her local Conns that day.
  
  Prior to receiving Ms. *********** complaint, we have no records of her contacting us regarding any issues. Ms. *********** laundry combo is currently covered under the manufacturers warranty until September 17, 2025. For Appliances/Electronics with a manufacturers warranty only, please contact the manufacturer for repairs according to their warranty terms.
  
  We cannot honor Ms. *********** request for a refund.
  
  Conns HomePlus values Ms. ********** as a customer and appreciates her for bringing her concerns to our attention.
  
  
  Sincerely,
  Customer Relations
  *********************************************

  Customer Answer

  Date: 11/26/2024

  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.]
  I have called every Conns in ********* and ***********. Unfortunately they are bankrupt and  no one to answer the phone. I have been in touch with ** and have gotten little assistance. Conns needs to contact me so we can find a solution please
  Regards,
  
  
   
  

  Business Response

  Date: 11/27/2024

  Our stores have closed, and we have gone out of business. However, Ms. ****************** laundry combo is covered under the 1-year limited manufacturers warranty. For appliances and electronics with a manufacturers warranty only, please contact the manufacturer directly for repairs according to their warranty terms.

• Initial Complaint

  Date:11/19/2024

  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.

  we bought a dishwasher and leather couches. both items are defective,Dishwasher has completely stopped working and is not an 1 year old as for the couches the color is already faidding and one to the chairs wont recline anymore we have made several attempts to contact them but no one has called us back or has made any attempt to address the issue, we are entitled to have issues resolved in a timely matter if they still expect a monthly payment, if services are not rendered as a consumer we have the right to stop any upcoming payments until the issue is resolved

  Business Response

  Date: 11/21/2024

  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. ****** has stated in the complaint:
  1. She purchased a dishwasher that has stopped working;
  2. She purchased a leather couch less than a year ago. The color is fading, and one of the chairs will not recline;
  3. She is requesting repairs.
  
  Our investigation reveals that:
  1. We have no records showing Ms. ****** contacted us concerning her dishwasher. She has a warranty on the dishwasher until 8/21/27;
  2. Ms. ******* furniture was purchased in 2022 and only had a manufacturer warranty that expired on 7/18/23. We have no records of a service request before the coverage ended;
  3. Ms. ****** may call the ************** at ************ to have the dishwasher repaired. However, she does not have coverage for her furniture to explore service repairs.
  
  
  Upon reviewing Ms. ******* complaint, we could not find that she has contacted us regarding issues with her dishwasher or furniture since the items were received. Although we cannot offer service as our ****************** has closed, Ms. ****** purchased an extended warranty on the dishwasher. Customers who purchased the ************** Agreement extended warranty plan may contact the ******************* at 1-************ to schedule service with Assurant. ******** is currently the warranty administrator for the ************** Agreement. For furniture/mattresses that need service but did not purchase a FurnitureGard extended warranty plan, all repairs are the responsibility of the customer to seek a repair provider and pay for those services.
  
  Conns HomePlus appreciates Ms. ****** for bringing her concerns to our attention.
  
  
  
  Sincerely,
  Customer Relations
  *********************************************

• Initial Complaint

  Date:11/19/2024

  Type:Product 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 chair from Conns around ********* earlier this year. I picked up the item at a warehouse where it was given to me in a box. We got home unboxed it and assembled it and realized the poor quality of the furniture. I tried to contact their corporate and file a complaint with them to get this resolved and the furthest I got was a technician to come and look at it about a month after the purchase. He claimed to us that it was poor quality and missing pieces now we are stuck paying almost 2000$ for a piece of furniture probably worth 50$ to make. I've tried to get a replacement or just take it back but nothing. I refused to pay the first few payments but was told I had to pay because the quality had nothing to do with my financial obligations that I agreed to. I completly regret purchasing with this company and will never do buisness with them in the future. I feel conned by them.

  Business Response

  Date: 11/21/2024

  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. ******* has stated in the complaint:
  1. She purchased a chair that was picked up in a box, but when she got home, she realized it was poor quality and tried to get a resolution;
  2. She is requesting to receive a refund
  
  Our investigation reveals that:
  1. Ms. ******* picked up her recliner on 3/24/24 in good condition. She first contacted on 4/26/24 to report her dissatisfaction with quality but was made aware that the reported issue was not considered a defect and would not be covered under warranty;
  2. We are unable to honor Ms. ******** request for a refund.
  
  
  Our records show that on March 24, 2024, Ms. ******* purchased an Octane P2 recliner with a 36-month FurnitureGard Plan. She picked up her recliner from the local warehouse that day in good condition.
  
  Upon review, Ms. ******* reached out to us on April 26, 2024, to express her dissatisfaction with her recliner, stating that the quality was poor and requested an exchange. She was informed that the product quality is not considered a defect that would be covered under the warranty, and we could not approve an exchange.

  Although we cannot honor Ms. ******** request for a refund, she has warranty coverage on her recliner until March 24, 2027. If Ms. ******* needs service, she may call the **************************** directly at ************ or file a claim at **********************.
  
  Conns HomePlus values Ms. ******* as a customer and appreciates her for bringing her concerns to our attention.
  
  
  Sincerely,
  Customer Relations
  *********************************************

• Initial Complaint

  Date:11/17/2024

  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.

  We have been paying for a fridge/stovetop/ and two air-conditioning, yet somehow in their records (despite showing a statement) we supposedly 'haven't' paid since Sep. **** openly admitting they do not track their incoming payments

  Business Response

  Date: 11/18/2024

  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. ******** has stated in the complaint:
  1. She has been paying for a refrigerator, stove, and two air conditioners, but our records show she hasnt paid since September;
  2. She was told we do not keep payment records; and
  3. She is requesting a billing payment.
  
  Our investigation reveals that:
  1. Ms. ******** has two separate accounts. The account with the ** units is paid up to date, but the account with the refrigerator and range is past due as of September;
  2. We keep records of all payments;
  3. We are unable to honor Ms. ********* request for a billing adjustment.
  
  
  
  Upon investigating Ms. ********* complaint, we show that she has two separate accounts open with **********************. Ms. ********* account ending in *9790 includes the refrigerator and range with a payment of $97.05 due on the 20th of each month. Our records show Ms. ********* last payment was received on September 3, 2024. The account ending in *9791 includes two 12K window units with payments of $62.53 due on the 26th of each month. The last payment received on this account was on October 10, 2024.
  
  Prior to receiving Ms. ********* complaint, we could not find that she had contacted us for a copy of her payment history. For her records, we have included a copy of Ms. ********* loan ledger for each account, which provides the payment history. Currently, no billing adjustment is due.
  
  
  We appreciate Ms. ******** for bringing his concerns to our attention.
  
  
  
  Sincerely,
  
  Customer Relations
  *********************************************

• Initial Complaint

  Date:11/13/2024

  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 am submitting this complaint because of persistent inaccuracies on my credit report that this company has reported. These errors are affecting my credit score and financial well-being, despite my repeated efforts to address them directly with the company.Since these unresolved issues continue to damage my credit, I am seeking the assistance of the Better Business Bureau to help ensure a swift and comprehensive review. I am requesting that this company accurately update or remove the incorrect items from my credit report. Thank you for your attention and support in resolving this matter.Details of the account involve are as follows;'Account Name: ********************** *** Account #: ********Date Opened: 09/01/2020 Balance: $688.00

  Business Response

  Date: 11/15/2024

  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 ******************************.?? 
  
  We have reviewed Mr. ******** complaint and found that our reports are accurate. Mr. ******** account(s) have been charged off due to non-payment. Therefore, we cannot honor his request to remove the account(s). We are obligated to report factual information.
  
  
  We appreciate Mr. ******* for bringing his concerns to our attention.
  
  
  Sincerely,  
  
  Customer Relations
  ********************************************* 

• Initial Complaint

  Date:11/12/2024

  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 King bed and dresser with the mirror from Conns in April of this year. I was informed & on paperwork that there would be no interest for the first year. So, I received a notification via email that my balance was higher than the initial price. So, I filed I filed a complaint through the **** and ********** regarding this matter and Conns responded to ********** stating the information was correct, but 2 months later responded to the **** that Conns filed bankruptcy and was protected by a court or something with a link attached that didn't work. They couldn't answer to the **** complaint, but answered TransUnion with no problem. This should be against the law to s**** people around like this. They will not get another dime from me until my account is fixed and my credit report is corrected. I spoke with various customer service **** that misinformed me of information and via email. I am fed up at this point, but legal action is soon to come. That is why they are in the situation they are in for doing people wrong and not handling business appropriately as they should.

  Business Response

  Date: 11/13/2024

  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. ***** has stated in the complaint:
  1. She purchased in April and was informed there would be no interest for the first year, but received a notification via email that her balance was higher than the initial price;
  2. She filed a complaint with the **** and **********. We informed ********** that her information was correct but told the **** that Conns filed bankruptcy and was protected by a court;
  3. She is requesting a correction to her credit report.
  
  Our investigation reveals that:
  1. Ms. ****** no-interest promotion was voided in July for non-payment, causing interest to accrue on her account;
  2. We responded to ********** and the **** accordingly;
  3. Ms. ****** account is being reported accurately.
  
  Our records show that on April 14, 2024, Ms. ***** purchased the ********** Antique bedroom furniture and a mattress. Ms. ******* purchase qualified for a 12-month Cash Option Promotion (***) totaling $5,945.49, with payments of $250.04 due on the 14th of each month. The promotional balance had to be paid in full by April 14, 2024, to avoid interest.
  
  We researched Ms. ****** complaint and found that she requested a due date change to the 25th of each month in June. However, she did not make her July 25th payment, which caused the *** to be voided as of August 3, 2024, and interest to accrue on the account. We show that on August 22, 2024, Ms. ***** was offered and accepted a deferred payment arrangement by paying $179.99 to bring her account current until September 24, 2024.
  
  After further review, we see Ms. ***** contacted us on September 18, 2024, stating that she was informed via email that her *** would not be affected by the deferred payments. Ms. ***** was asked to provide us with the email she received as we had no records to support her claim, but she has not provided the requested information. Additionally, Ms. ****** *** was voided before the deferment was offered; therefore, we could not honor the promotional offer.
  
  We have confirmed that Ms. ****** account is correct, and her credit is being reported accurately. Ms. ***** is currently past due as of September 24, 2024.
  
  
  Conns HomePlus values Ms. ***** as a customer and appreciates her for bringing her concerns to our attention.
  
  
  Sincerely,
  ****************
  ********************** HomesPlus 

  Customer Answer

  Date: 11/13/2024

  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.  
  

  If I purchased the merchandise on April 14, 2024, then how in the world was my promotional balance going to be paid in full by April 14, 2024 (same day I purchased merchandise) to avoid interest. I would like my contract where it shows if your a day late, if you change the due date, or if your offered a deferment on the account then it automatically cancels the promotional offer. I never received a contract at all when I purchased the merchandise. They informed me at the Conns store it would be emailed to me and I never received it. When I called the customer service they told me they didn't have access to send me my contract all they could see was my balance. Which makes no sense to me at all. I am needing my contract with this information that states if you get a deferment, change the due date, or a day late it automatically cancels the promotion. This was never stated to me either in store so Conns employees drop the ball there. **************** can't help me because I get conflicting information from different representatives when I call to inquire about my account. Until I'm provided with my contract where it states about the promotional offer I'm not paying anything else. How is it Conns can respond to ********** quickly, but took over a month or longer to reply to the **** & only stated they filed chapter 11 bankruptcy & something about being protected and please click the link for more information, but the link they provided does not work. I have the case # regarding the bankruptcy and will be reaching out to the court handling their bankruptcy to see how I need to proceed further with this matter. 
  
  
  
   

  
  

  Business Response

  Date: 11/15/2024

  We appreciate the opportunity to respond to Ms. ******* additional concerns. We apologize for the typo. Ms. ******* *** had an expiration date of April 14, 2025. We attached a copy of Ms. ******* *** agreement for her records. Please refer to  "Voiding the cash option" for full details regarding late payments and unpaid portion of the ***. 
  
  Again, Ms. ***** *** was voided in July for non-payment, which caused interest to be assessed on her account. The *** was voided before the deferment was offered; therefore, we could cannot honor the promotional offer.
  
  

  Customer Answer

  Date: 11/18/2024

  I will be pursuing legal action regarding this matter because I never received a contract or an addendum the day I purchased the merchandise, so Conns drop the ball with this. I will also be reaching out to the ****** ****** LLP which is who represents Conns currently with their Bankruptcy. I know my rights and when a customer has been mistreated and done wrong. In this case, Conns has drop the ball and isn't willing to correct it or meet in the middle, so stay tuned.
    
  
   
  

  Business Response

  Date: 11/20/2024

  We respectfully deny that Ms. ***** did not receive a copy of her signed documents. We show all documents were emailed to the address she provided at the time of purchase ************************** Prior to receiving Ms. ******* complaint, we have no records of her contacting to report she had not received her signed documents or where she has previously requested a copy of her signed documents. 

  Customer Answer

  Date: 11/27/2024

  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.  
  
  You may show that it was emailed however; I had contacted the Conns store in ******** and spoke with someone regarding this matter twice. Advised me that the  manager was out for the day and would be in contact with me because they claim to have left a note for her. Never heard anything. I am in the process of writing a certified letter to ***************************** which is who is representing Conns with their Chapter 11 bankruptcy. Will move forward after I receive correspondence from them. Thanks
  
  Regards,
  
  
   
  

  Business Response

  Date: 12/04/2024

  We appreciate Ms. ***** for brining her concerns to our attention.

  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.  
  
  If I purchased it in April how am I obligated to pay it in full by April 14, 2024? Doesn't make sense at all. I didn't provide receipt of it because ***** informed me y'all would be able to access all communication from email to text. So, I didn't keep the information for that reason. I'm seeking legal action, so you all will not receive another payment until my account is corrected. I've already reached out to the Southern district in which the judge that initially done the bankruptcy for Conns office has been notified regarding this matter. Waiting on a callback from Judge ******* *** ***** clerk with the Texas - Southern District. Conns should be ashamed of themselves. They sent a message to the **** stating on 12/3/24 ********************* bought all Conns open accounts to reach out to them regarding my account, but they weren't sure what I was referring to when I called. Conns also stated they were planning to report one last time & delete all accounts which didn't make sense to me. If ********************* has taken over then I should see them on my credit not Conns. Something isn't adding up or doesn't make much sense.
  
  Regards,
  
  
   
  

  Business Response

  Date: 12/11/2024

  Ms. ***** made a purchase in April 2024, with the *** expiration in April 2025. The *** was voided  In July for non-payment, which caused interest to be assessed on her account. We have provided supporting documents for the contract terms and payment history.
  
  Ms. ***** mentioned that she had filed legal action and have been in contact with the bankruptcy court. All further communication will be handled through that channel. 

• Initial Complaint

  Date:11/12/2024

  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 took a payout with conns they could not fix both of the ac units that I had with them I spoke to a supervisor and they sent me to the insurance that gave me a payout for both ac units and they said my contracts with the ac units were closed the manger also told me that my payment would go down to ****** I received a email with the new amount now they are saying that it was just a typo and that even though I no longer have the ac units I still have to pay for them even though they don't work that the payout was supposed to be out to my account I do not think this is right that they are doing this to people they are going to ruin my credit my payments have always been ****** they are just trying to rob people this is not right please help

  Business Response

  Date: 11/13/2024

  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. ********* has stated in the complaint:
  1. Her two ** units could not be repaired, so we gave her a payout for both ** units and told her the contracts with the ** units were closed;
  2. She was told and received an email that her payment would go down to $124.47, but now she is being told it was a typo;
  3. She is requesting a billing adjustment.
  
  Our investigation reveals that:
  1. Ms. ********** warranty is being serviced and administered through Assurant. If Assurant provided her with a buyout, they will send a check for the consumer to either replace the item(s) or apply it to their account. However, the buyout does not close the account;
  2. Ms. ********* was not told her monthly payments would be reduced to $124.47. In August, she accepted a deferred payment plan to bring her account current until September. She made an additional payment of $100.00 that same month, which left her with a remaining balance of $124.47 owed in September;
  3. We cannot honor Ms. ********** request for a billing adjustment.
  
  Our records show that on July 4, 2022, Ms. ********* purchased a refrigerator, mattress-in-a-box, 13K portable **, and 10K window, all with an extended service agreement plan.
  
  We researched Ms. ********** complaint and found she contacted us for service on her ** units on August 19th and 29th. At that time, Conns had announced we were going out of business and filed for bankruptcy. Ms. ********* was made aware that since her appliances included an extended warranty, all repairs would be directed to Assurant, the administrator.
  
  After further review, we show Ms. ********* reached out to us via email on November 11, 2024, stating that she took a payout for both ** units, and her account showed her payments would change to $124.47. She mentioned she was told her payments would be reduced, but the adjustment is not showing on the account. After reviewing Ms. ********** account, we confirmed that her payments of $224.47 are accurate. The document Ms. ********* provided shows a payment of $124.47 due on September 17, 2024. The September payment reduction results from the deferred payment arrangement. Prior to the offer, Ms. ********** account was past due from June 17, 2024. She paid $150.00 on July 25, 2024, but it was insufficient to keep the account current. On August 18, 2024, she was offered and agreed to pay a $75.00 deferment payment (posted-dated to September 30, 2024), which brought the account current until September 17, 2024. That same day, she paid an additional $100.00 ($99.99 and $0.01), which left her with a remaining balance of $124.47 due on September 17, 2024. We confirmed Ms. ********* paid the $124.47 on September 18, 2024. Unless additional payments are made, all remaining payments are for the regular monthly payment of $224.47.
  
  At this time, we cannot honor Ms. ********** request for a billing adjustment. Ms. ********* has been informed that if Assurant offered her a buyout check for the ** units, she could either pay on the credit account or use those funds to buy another item(s). However, it does not cancel her Conns account.
  
  
  ********************************************* values Ms. ********* as a customer and appreciates her for bringing her concerns to our attention.
  
  
  Sincerely,
  
  Customer Relations
  *********************************************

  Customer Answer

  Date: 11/22/2024

  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.] The merchandise in the agreement no longer worked they could not provide working ac units and the insurance sent a payout because conns could not fix the ac  they do not work i do not think I need to continue to pay for them conns told me they were going to be removed from the account as well and changed my payment 
  
  Regards,
  
  
   
  

  Business Response

  Date: 11/26/2024

  We appreciate the opportunity to respond to Ms. ********* additional concerns. If the insurance sent  Ms. ********* a payout check instead of repairing or replacing the item, she can can use the refund at her discretion. However, it does remove or not cancel the balance owed on her Conns account. Ms. ********* can use the refund towards her account with ****************** to reduce the remaining balance owed, or purchase she can purchase new A/C units. 

• Initial Complaint

  Date:11/11/2024

  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.

  We made double payments for a year to pay off without interest and NEVER LATE . We checked the acct approximately 3 weeks ago and only $309 left to pay. 2 days later we logged in and the payoff was over $1200. We called customer service to see what happened and they stated the promo expired. They said they would submit a request to have the promo reinstated so we could pay off the $309. The CS Rep stated it was interest that was added to the acct. I have called back multiple times for answers about exactly what was added to the account, the amount of interest, the amount of principal that was left. To which the representative basically said there is no one in the company that can answer questions for us and it is up to us to read the contract to figure it out. THAT IS NOT HOW CUSTOMER SERVICE WORKS!!!!!!!! They literally could not explain what was added to the account. We do not understand how no one in the company can help. We have tried every corporate number and all are disconnected. We know they filed bankruptcy... but come on, help would be nice. Here is what we want... the promo to be reinstated so we can pay the last $309. In addition, we want to understand the breakdown of what was added to the account, and to answer questions such as is interest charged on the interest. AND FINALLY.... hire people that understand the contract or allow the customer service team to explain things instead of saying.. "I can send the contract." They were nice, but completly ineffective. We're considering hiring an attorney for breach of contract of not providing proper customer service. Answers would be nice. The $309 payoff is preferred. If not, we will tell others that Conn's has been shiesty and we'll continue to complain everywhere we can. We have paid $5592 for this acct plus another acct paid off for $3172. It's obvious we are not valued customers. We paid them $8764 this past year. We have been excellent customers. Never late. But have been treated terribly.

  Business Response

  Date: 11/13/2024

  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. **** has stated in the complaint:
  1. He has been making double payments to pay off his account within a year. When he last checked, it showed $309 remaining, but now it shows he owes over $1200;
  2. When he called customer service, he was told the promo expired, and interest was added, but they could not provide details on how much was added;
  3. He is requesting to have the promo reinstated and a billing adjustment.
  
  Our investigation reveals that:
  1. Mr. ****’s account qualified for a 12-month cash option promotional balance, which had to be paid in full by October 11, 2024. However, he failed to pay the balance in full before the COP expired, and interest was added to his account;
  2. Mr. **** was educated the total interest amount listed on his contract and was provided a copy for his records;
  3. As a goodwill gesture, we have agreed to honor the COP to close the account.
  
  
  Our records show that on October 11, 2023, Mr. **** purchased the Madison living furniture, a desk, a keyboard, and a mattress. Mr. ****'s purchase qualified for a 12-month Cash Option Promotion totaling $5,444.74, which had to be paid in full by October 11, 2024.
  
  We researched Mr. ****’s complaint and found that he did not pay the entire COP balance before the expiration date, which caused interest to accrue on his account. We show that he contacted us on November 5, 2024, to dispute his balance. After reviewing his account, we agreed to honor the COP amount account as a goodwill gesture. Mr. **** paid the remaining balance of $96.96 to close the account. We ask that Mr. **** allow time for the account to be updated and closed.
  
  
  Conn’s HomePlus values Mr. **** as a customer and appreciates her for bringing her concerns to our attention.
  
  
  Sincerely,
  
  
  Customer Relations
  Conn’s HomePlus

  Customer Answer

  Date: 11/14/2024

  [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 honored their promise and I tried to close this complaint but BBB never acknowledged.
  
  
  
  
  
  
  
   
  

• Initial Complaint

  Date:11/09/2024

  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 am filing a formal complaint against Conn's Home Plus regarding misleading information I received from their customer service representatives, which has caused me significant inconvenience and financial stress.I have an interest-free promotion on my account that is set to end in December 2024. On October 2024, I called Conn's Home Plus customer service to inquire about the possibility of extending the promotion. During that call, I was assured by the representative that, given my excellent payment history, I would be able to extend the promotion. I specifically asked if I should call back in December, and the representative advised me to call in November, as it was too early to make any changes in October.Based on this advice, I followed the representatives instructions and did not take immediate steps to adjust my payments. When I called back on November 9th, I was informed that the promotion could not be extended. This contradicted the information I was previously given, leaving me in a difficult position. I now face the challenge of coming up with a full balance of $7,320.16 by the due date, which is not financially feasible for **** am extremely disappointed that I was misinformed by Conn's Home Plus, which has caused unnecessary stress and financial hardship. I trusted the information provided, and now I am left with no reasonable solution.I am requesting that Conn's Home Plus address this issue, as I was misled by their representative. I would like to see this matter resolved in a fair and equitable manner, as I did nothing to cause this issue but followed the guidance given to me in good faith.I appreciate your attention to this matter and look forward to your prompt assistance in facilitating a resolution.

  Business Response

  Date: 11/13/2024

  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. ***** has stated in the complaint:
  1. She called in October to inquire about the possibility of extending the promotion and was assured by the representative that, given my excellent payment history, I would be able to extend the promotion;
  2. She was told to call back in November, and when she called, she was informed that the promotion could not be extended;
  3. She is requesting to receive a billing adjustment
  
  Our investigation reveals that:
  1. Ms. **** contacted us two days after receiving the delivery to report damages. She has been informed that due to no issues being reported during delivery, we cannot approve an exchange;
  2. We are unable to honor Ms. ***** request for an exchange.

  
  We reviewed Ms. ****** call and confirmed that she contacted our **************** Department on October 23, 2024, to verify when her Cash Option promotion ended. Ms. ***** was informed that the promotion ends on December 30, 2024, and the balance must be paid before the due date. She then inquired about the possibility of extending the promotion. The agent informed her that she did not have that information available then but should call closer to the date to see if it could be extended since she did not have any late fees and had a good payment history.
  
  After further review, we see Ms. ***** contacted us back on November 9, 2024, to inquire if the promotion date could be extended. She was informed that the Cash Option promotion was a one-year promotional offer and that we could not extend it past the expiration date.
  
  At this time, we are unable to honor Ms. ****** request to extend the Cash Option promotion. As of November 12, 2024, the payoff on the account is $7,320.16.
  
  We appreciate Ms. ***** for bringing her concerns to our attention.
  
  
  Sincerely,
  
  ****************
  *********************************************