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- Government Actions:Government Action: BBB reports on known government actions involving business’ marketplace conduct:Justice Department Settles With Texas Based Furniture and Appliances Chain for Charging Servicemembers Excess InterestTuesday, September 15, 2020
Justice Department Settles With Texas Based Furniture and Appliances Chain for Charging Servicemembers Excess Interest
The Justice Department reached an agreement today with Conn Credit I, LP, Conn Appliances, Inc. and Conn’s, Inc. (Conn’s), to resolve allegations that they violated the Servicemembers Civil Relief Act (SCRA) by charging at least 184 servicemembers excess interest on their purchases.
Conn’s, a furniture, mattress, electronics, and appliance store chain headquartered in the Woodlands, Texas, has retail stores in over 130 locations in at least 14 states. This is the Justice Department’s first SCRA case against a consumer retail store.
The SCRA provides financial and housing protections and benefits to military members as they enter active duty. One of the SCRA’s benefits requires creditors to reduce the interest rate on financial obligations, including retail installment contracts, to six percent if certain conditions are met. Under the agreement, Conn’s must hire an independent consultant, who will determine if any previously unidentified servicemembers were overcharged interest. Conn’s must refund all overcharged interest that it has not already refunded and pay an additional $500 to each affected servicemember. Conn’s must also make a $50,000 payment to the United States.
The agreement, which is subject to court approval, resolves a suit filed today by the Department of Justice in the U.S. District Court for the Southern District of Texas.
“Servicemembers sacrifice their liberty and at times their lives to protect the United States and our people, and the Department of Justice is determined to ensure that they receive all the benefits and rights that Congress provided to them under the Servicemembers Civil Relief Act,” said Assistant Attorney General Eric Dreiband of the Civil Rights Division. “We applaud Conn’s for cooperating with our investigation and conducting a self-audit to determine the scope of the problem, for working with the department to comply with the Servicemembers Civil Relief Act, and for agreeing to compensate all the affected servicemembers.”
“It is an honor to protect the legal rights of the members of our armed forces who routinely sacrifice so much for our country,” said U.S. Attorney Ryan K. Patrick of the Southern District of Texas. “The U.S. Attorney’s Office is committed to enforcing the SCRA and will continue to hold companies who violate it accountable.”
The department launched its investigation after receiving a referral from the U.S. Army Staff Judge Advocate at the Oklahoma National Guard Joint Force Headquarters. Upon receiving notice of the department’s investigation, Conn’s conducted a self-audit and found that, between March 2014 and May 2019, in 184 of the 322 accounts where servicemembers had requested the six percent interest rate cap, Conn’s had not granted the full benefit as required by the SCRA. Conn’s voluntarily disclosed these findings to the department and sent remediation checks and credited the accounts of the identified servicemembers.
The department’s enforcement of the SCRA is conducted by the Civil Rights Division’s Housing and Civil Enforcement Section and U.S. Attorney’s Offices throughout the country. Since 2011, the department has obtained over $474 million in monetary relief for over 120,000 servicemembers through its enforcement of the SCRA. For more information about the department’s SCRA enforcement efforts, please visit www.servicemembers.gov.
Servicemembers and their dependents who believe that their rights under SCRA have been violated should contact the nearest Armed Forces Legal Assistance Program Office. Office locations may be found at legalassistance.law.af.mil/.
Overview
BBB Accredited Since: 9/1/2012
Years in Business: 135
BBB Accreditation & Rating
About This Business
Products and Services
Business Details
- Local BBB:
- BBB of Greater Houston and South Texas
- BBB File Opened:
- 1/1/1978
- Business Started:
- 1/1/1890
- Business Incorporated:
- 8/26/1957
- Type of Entity:
- Corporation
- Alternate Names:
- Conn Appliances, Inc.
- Conn's HomePlus
- Conn's Appliance, Inc.
- Conn's
- Business Management:
- Ms. Kathryn James, Customer Relations Manager
- Mr. Clint Walton, Credit Compliance Senior Manager
- Mr. George Bchara, CFO & EVP
- Ms. Chandra Holt, President/CEO
Additional Contact Information
- Principal Contacts
- Mr. Clint Walton, Credit Compliance Senior Manager
- Mr. George Bchara, CFO & EVP
- Ms. Chandra Holt, President/CEO
- Customer Contacts
- Ms. Kathryn James, Customer Relations Manager
- Fax numbers
- Primary Fax: (409) 832-1637
- Other Fax: (956) 682-4226
- Other Fax: (956) 350-4941
- Other Fax: (956) 425-0458
- Other Fax: (877) 404-2431
- Additional Phone Numbers
- Other Phone: (281) 955-9581
- Other Phone: (713) 263-9995
- Other Phone: (713) 864-5490
- Other Phone: (409) 832-1696
- Other Phone: (713) 349-0600
- Other Phone: (281) 313-9200
- Other Phone: (936) 494-1808
- Other Phone: (281) 485-6762
- Other Phone: (713) 774-2727
- Other Phone: (713) 242-6565
- Other Phone: (281) 646-0209
- Other Phone: (956) 423-0747
- Other Phone: (936) 271-1588
- Other Phone: (713) 947-6010
- Other Phone: (713) 453-0284
- Other Phone: (956) 682-4222
- Other Phone: (713) 467-7102
- Other Phone: (281) 548-1589
- Other Phone: (281) 591-0092
- Other Phone: (281) 554-9664
- Other Phone: (281) 421-1918
- Other Phone: (936) 632-5300
- Other Phone: (281) 907-7139
- Other Phone: (361) 994-6548
- Other Phone: (713) 672-1700
- Other Phone: (956) 350-8935
- Other Phone: (877) 358-1252
Additional Information
- Refund and Exchange Policy
Customer Service Helpdesk:
1-877-358-1252Monday- Friday 8:00 am to 7:00 pm (CST)
Saturday 8:00 am to 7:00 pm (CST)
Sunday 9:00 am to 7:00pm (CST)
Website: http://www.conns.com
Additional Complaint Information
Electronic Communications: By communicating through the BBB's secured, automated complaint system, the customer AUTHORIZES Conn’s HomePlus to obtain and communicate the customer's personal account information and personal information to the customer and the BBB.
The customer can log into their account to pay a bill online, report an issue, ask questions, view weekly ads, shop online, and look up local store locations by zip code.
Customers may visit Conn's website to report a service issue by clicking on the following link or call the Customer Service Helpdesk at 1-877-358-1252. http://www.conns.com/contacts
Credit Account Information and Payments
To make a payment the customer can use the automated phone system 24 hours a day, 7 days a week with no convenience fee required. Call 1-800-511-5750 or visit their website at http://www.conns.com/Pay_your_bill.
For billing questions call 1-877-358-1252 to speak with a customer service representative.
Delivery Information
For customers in local markets (parts of Texas, Louisiana, Oklahoma, Arizonaand New Mexico), Conn's delivery team will deliver the customer's purchase to their home, remove the old unit and haul it away (excluding mattresses and furniture). This service may also include some basic unpacking and setup services (additional charges apply to product assembly as well asinstallation of dishwashers and air conditioning units). Delivery is offered seven days a week. Upon receiving a delivery, it is important for the customer to inspect their product to ensure it has been received in good order and condition. Prior to the delivery team leaving, customers are asked toinspection their product and sign acknowledging they are satisfied with the conditions.
Conn’s Product Repair Service
To schedule a service call please contact us at 1-855-266-6349 (1-855-CONN FIX).
Warranty coverage plans are Furnituregard, Repair Service Agreementsand Replacement Plans and are offered on most of the products sold. The coverage is effective during the term of the manufacturer’s warranty, and thereafter until the end of the agreement term; it does not replace the manufacturer’s warranty, but provides certain additional benefits during the term of the manufacturer’s warranty. The coverage period starts on the date of purchase and expires on the date shown on the invoice. A copy of the Terms and Conditions is given to each customer at the time of purchase.
Additional Information
Pamphlet provided at the time of purchase includes information on Conn's Price Guarantee, Contact Information, and Conn’s Return and Exchange Policy. This information can also be found online by clicking on the following links:
* Price Guarantee http://www.conns.com/price-guarantee
* Contact Us http://www.conns.com/contacts/
* Conn’s Return and Exchange Policy http://www.conns.com/returns-and-exchange/
Refund/Exchange Policy
14 days from the date the item is received for computers, computer equipment & accessories, camcorders, tablets, gaming systems
and digital cameras. There is a 15% restocking fee.30 days for electronics, appliances
and items not included in the14 day exchange list above, or the No Return/Exchanges list below. There is a 15% restocking fee.The item(s) will be picked up by a Conn's delivery team, or products purchased via the website can be returned to the mailing address provided or your nearest Conn's location.
No Returns/Exchange Policy
No returns/exchanges on Furniture, Mattresses, Decor & Accessories unless inspected by a Conn's Service Technician and found to have a manufactures defect. Also on Window air conditioners, Mobile Smartphones, Mobile Prepaid Cards, any items purchased under a third party lease and/or rent-to-own plan, except for manufacturer's defects. Any Beats by Dre products in
store without a Conn's RPP plan. Customer will need to go through Beats customer service at 1-800-442-4000 for all Beats product-related issues.Requirement for ALL Returns/ExchangesProof of Purchase. Merchandise must be in new condition as determined by Con
n's . Merchandise must include original box, packaging, all manuals and accessories (value of missing items will be deducted from the credit amount) All free promotional items tied to the purchase must also be returned.Delivery and installation charges will not be refunded on any returns. A second delivery fee will be charged on all exchanged merchandise unless original merchandise fails within 24 hours of delivery or 72 hours if purchased with a Retail Service Agreement (RSA).
Shipping and handling
is non-refundable on any return. The customer is responsible for all shipping charges and shall assume all risk of loss or damage to product while in transit to Conn's . The customer must ship the items with an approved RA slip. RA slips are valid 14 to 30 days as appropriate.- Business Categories
- Major Appliance Dealers, Small Appliance Services, General Merchandise, TV and Radio Dealers
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