Alan J. Slobodnik, M.S.W.

Thank you again for the opportunity to respond to Ms. [redacted]' concerns regarding her accounts.  We will mail a copy of Ms. [redacted]' payment histories to the address provided.  The payments have been moved from the closed account to the open accounts; therefore an overpayment has not been processed.   









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Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to Mrs. [redacted]’s concerns. We have more than 120-year history of quality customer service and satisfaction, and we would not want anything to impair that record.  As a reminder, Mrs. [redacted] may contact Conn’s regarding...

questions about your purchase by calling our Customer Service Helpdesk at 1-877-358-1252, or online at www.conns.com.    Mrs. [redacted] has stated in his complaint: 1.     She was not informed that her replacement television did not have coverage for cracked screens; and 2.     She is requesting an exchange on the television since she was not informed of warranty changes.   Our investigation reveals that: Mrs. [redacted] signed her invoice acknowledging that she was aware and understood of the coverage associated with the product. We also provide the terms and condition of the warranty on our website at; http://www.conns.com/repair-service-agreement/We are unable to honor Mrs. [redacted]’s request.     We researched Mrs. [redacted]’s request and found that she initiated an exchange on her television on 12/13/17. Mrs. [redacted] re-selected a [redacted] 43” 4K TV and elected to purchase a 48-month Repair Service Agreement Plan. Mrs. [redacted] picked up her television from her local Conn’ s that same day in good condition.   Our records show Mrs. [redacted] contacted our service department on 3/20/18 stating her television is cracked. Mrs. [redacted] was informed that the warranty does not cover accidental damages. Therefore, we are unable to repair the unit.   At this time we are unable to honor Mrs. [redacted]’s request to exchange her television. Mrs. [redacted] has been made aware that the warranty does not coverage cracked screens. However; Mrs. [redacted] may contact our service department at 1-855-266-6349 to get an estimated cost of repair for an out-of-pocket expense.   We sincerely apologize for any inconvenience Mr. [redacted] experienced during this process.     Conn’s values Mrs. [redacted] as a customer and appreciate her for bringing his concerns to our attention.    Sincerely,   Customer Relations Conn’s Inc.

Thank you again for the opportunity to respond to Mr. [redacted]'s concerns regarding his account.  We were unable to validate the payment confirmation numbers provided by Mr. [redacted].  We also conferenced Mrs. [redacted] and the financial institution to confirm the payments.  The financial institution was unable to locate the transactions in question and could not confirm that they cleared the account.  We would be happy to research this matter further; however, we will need the financial institution to forward bank statements confirming the payments in order to proceed.  Again, we value Mr. [redacted] as a customer and appreciate him for bringing his concerns to our attention.    Thank you, Cheryle [redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.   Sent: Wednesday, February 22, 2017 5:27 PM To: drteam Subject: RE: You have a New Message from Revdex.com Regarding Complaint #[redacted]   Hello. I would like to take this time and thank you for everything.  Conns contacted the NM atty's general. They found the check that was never delivered. Apologized up and down, account has been closed. No further action  needed. Thank you for your time.

Thank you for
the opportunity to respond to Ms. [redacted]’s concerns regarding her
account.  Ms. [redacted] stated she was
supposed to have no-interest financing for a year, and she was not aware she
had insurance on her account.  She would
like the interest and the insurance removed...

from the account.
 
According to
our records, Ms. [redacted] signed a 30-month retail installment contract on July
22, 2015. This contract included our 12-month no-interest financing promotion
(“Cash-option.”)  The “Same as Cash”
credit offer is withdrawn on a date being the earlier of  the failure to make required minimum payments
within 10 days of the scheduled due date or twelve months from the date of
purchase. The “Cash-option was void due to payments not being made timely on
the account. 
 
Ms. [redacted] stated
she sent extra money and not just her minimum monthly payment.  Ms. [redacted] made payments that exceeded her
minimum monthly payment due in August, September, October and November of
2014.  In December of 2014, Ms. [redacted]
made the minimum monthly payment of $82.47. 
We did not receive any additional payments on the account until May
2015.  The amount Ms. [redacted] paid over
her minimum monthly payments for the four months put the account in a paid
ahead status which brought the account current until April 27, 2015. 
 
Ms. [redacted]
also stated she was not aware she had insurance on the account and would like
it removed.    This contract includes
property insurance.  Due to this being a
secured retail installment contract, the merchandise must be insured until the
account is paid in full. In the event the customer has an alternative insurance
policy, they are able to send that policy in to our insurance department to
receive full credit as long as the declaration page shows coverage from the
date of purchase to the present date. Additionally, Ms. [redacted]’s signed the
General information page and the Freedom to choose page regarding the
insurance.  If Ms. [redacted] would like to
remove the property insurance from the account, she may fax or email a copy of
her homeowner’s or renter’s insurance declaration page.  We ask that she note the account number on
the document to prevent processing delays. 
 
We have
included a copy of Ms. [redacted]’s payment history, signed retail installment
contract, “cash-option” acknowledgement page, Freedom to choose page and
general information page regarding the property insurance for her records.  We are unable to honor Ms. [redacted]’s request
to reinstate the “cash-option”; however, she may receive credit for the
property insurance once she submits her declaration page. 
 
We value Ms.
[redacted] as a customer and appreciate her for bringing her concerns to our
attention.  Thank you,Cheryle S[redacted]

Thank you for the opportunity to respond to Mr. [redacted]’s complaint. On 9/11/15, we spoke to Mrs. [redacted] and their issue has been addressed. Mrs. [redacted] is aware they would need to return the chair to their local Conn’s to initiate the refund to Mr. [redacted]’s GE account. We sincerely apologize for...

any inconvenience Mr. and Mrs. [redacted] experienced during this process. If we may be of further assistance, Mr. [redacted] may contact Customer Service at [redacted].Kind regards,Dyeisha W[redacted]Customer Relations

Thank you for the opportunity to respond to Mrs. [redacted]’s additional comments. As mentioned in our previous response, Mrs. [redacted]’s was approved for an exchange under the Terms and Conditions of the FurnitureGard Plan for her rails, headboard and footboard for up to the original amount paid. Since our previous response, Mrs. [redacted] has contacted our customer service department and requested to receive a refund in lieu of the exchange for the headboard, footboard and rails. Conn’s has agreed to honor Mrs. [redacted]’s request and issue a credit to her account for $384.99; we ask to please allow 7-14 business days for the credit to reflect on the account. If we may be of further assistance Mrs. [redacted] may contact us at 1-866-765-1513.  Kind regards,Dyeisha [redacted]

Thank you
for the opportunity to respond to Mrs. [redacted] complaint. Our records show
on 3/21/15, Mrs. [redacted] purchased a [redacted] refrigerator and gas range
both with a 24-month Repair Service Agreement Plan. Mrs. [redacted] delivery
was scheduled for 4/15/15; during delivery it was...

found the range was damaged
on the side by [redacted] (our third party delivery team). Mrs. [redacted] was offered
and accepted a 20% price concession for the damage to the range which resulted
in a credit of $119.98 that was applied to her account on 4/17/15.
 
Our
records show Mrs. [redacted] later contacted our delivery department stating the
countertop was cracked during delivery; her information was forwarded to [redacted]
for further review. The manager from [redacted] sent a certified contractor to the
residence where the alleged damages occurred for evaluation. Based on the
contractor, the estimated cost to repair was $200.00 however; [redacted] offered the
property owner $250.00 due to the inconvenience. We contacted [redacted] and was
informed they have been in contact with the property owner in attempts to
resolve reimbursements for the countertop.
 
At this
time we are unable to honor Mrs. [redacted] request to return the range; she
was offered and accepted a price concession for the damages on the unit during
delivery. Please see documentation attached. 
 
If we may
be of further assistance, Mrs. [redacted] may contact our C[redacted]omer Service
department at 1-877-358-1252.Kind regards,Dyeisha W[redacted]

Thank you for the opportunity to respond to [redacted] complaint.  We researched [redacted] complaint and found his issue has been addressed and resolved.  Our records indicate [redacted] received a new ** 4-door French refrigerator on 7/02/16 in good order.  We also show [redacted]...

[redacted] was contacted on 7/23/16; during the conversation [redacted] informed the representative that his previous delivery issue had been resolved.  Again, we sincerely apologize to [redacted] for any inconvenience he experienced during this process. If we may be of further assistance, [redacted] may contact our Customer Service Department at 1-877-358-1252. Kind regards, Jana [redacted]Customer Relations

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint. Our records show on1/31/17, Mrs. [redacted] purchased a ** washer and dryer and elected to purchase a 48-month Repair Service Agreement Plan. We researched Mrs. [redacted]’s service history and found that she contacted our service...

department on 3/29/17 stating water was coming from the bottom of her washer. We show a service appointment was originally scheduled for 4/11/17 however; the appointment was re-scheduled for 4/15/17. The technician reported upon inspection the unit was not leaking and functioning correctly. However; Mrs. [redacted] stated that shortly after the technician left her residence, the unit began to leak again. Mrs. [redacted] has been in contacted with the service manager who offered to re-assess the unit on 4/18/17 however; Mrs. [redacted] requested 4/22/17. Once the unit has been re-assessed we can determine what further action may be required. If we may be of further assistance, Mrs. [redacted] also contact our Customer Service Department at 1-877-358-125  Kind regards, Dyeisha [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  I was told by the collection manager that they would reinstate my cash option if I paid the remaining 200 some balance and I did, and now your stating that you will not honor that. Your customer service practices are a disgrace. You are welcome for my past business and I will never use your company again. Have a nice day 
[Provide details of why you are not satisfied with this resolution.]
Regards,

Thank you for the opportunity to respond to [redacted] concerns
regarding account #[redacted].   [redacted] stated his account was supposed to
be financed using the 12-month no-interest financing promotion.  
  According to our records, [redacted]
signed a 32-month...

retail installment contract on June 28, 2014.  
Although the product purchased may have qualified for the 12-month no-interest
financing promotion, [redacted] credit did not qualify for the 12-month
no-interest financing promotion.   We are unable to honor [redacted] request
to remove the interest from the account.    
We have attached a copy of [redacted] retail installment
contract for his records.     We value Mr.
Wheelock as a customer and appreciate him bringing his concerns to our
attention.   Thank you,Cheryle S[redacted]

Thank you for the opportunity to respond to Mr. [redacted]’s complaint.  Our records show on 3/21/15, Mr. [redacted] purchased a [redacted] dishwasher that came with a limited 1-year manufacturer’s warranty; no additional RSA coverage was purchased through Conn’s.  We confirmed Mr. [redacted]’s...

manufacturer’s warranty expired on 3/22/16.  We show Mr. [redacted] elected to have his dishwasher delivered; which was completed on 3/23/15. After researching Mr. [redacted]’s complaint we found he contacted us on four separate occasions dated from 4/03/15 through 2/01/16.  ·         4/03/15, Mr. [redacted] contacted us stating his dishwasher would not power on.  We attempted to schedule Mr. [redacted] for service; however on 4/15/15 we were contacted and informed the dishwasher had been fixed.·         11/21/15, Mr. [redacted] contacted us stating his dishwasher would not power on.  A service call was scheduled; during the inspection the technician found the wires were touching.  The technician repaired the white and black wires to the inlet.  Once the adjustments were made he tested Mr. [redacted]’s dishwasher and the unit worked properly. ·         12/23/15, Mr. [redacted] contacted us stating the dishwasher stopped working and would not power on.  A service call was scheduled; during the inspection the technician found parts needed to be replaced.  On 1/05/16, the technician completed Mr. [redacted]’s repairs by installing a new panel box.·         2/01/16, Mr. [redacted] contacted us again stating his dishwasher would stop in mid-cycle and not power on.  Mr. [redacted] was informed his dishwasher was no longer covered under warranty and it would be trip-fee of $89.95 to assess his dishwasher.  Mr. [redacted] agreed and a service call was scheduled; during the inspection the technician found the control panel needed to be replaced.  On 2/16/16, the technician completed Mr. [redacted]’s repairs by installing a new control panel. After further review we found Mr. [redacted] contacted us on 2/22/16, 4/19/16, and 5/19/16; requesting to have his dishwasher exchanged.  On all three occasions Mr. [redacted] was informed that the manufacturer’s warranty had expired on 3/22/16 and that he did not purchase any additional RSA coverage through Conn’s to review other options to exchange his dishwasher.  Mr. [redacted] was also made aware if service was needed it would be an out of pocket expense.  If we be of further assistance, Mr. [redacted] may contact our Customer Service Department at 1-877-358-1252.   Kind regards,  Jana [redacted]

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to Ms. [redacted]’ concern. We have a more than 120-year history of quality customer service and satisfaction, and we would not want anything to impair that record. As a reminder, Ms. [redacted] may contact Conn’s regarding questions by...

calling our Customer Service Helpdesk at 1-877-358-1252, or on-line at www.conns.com.    Ms. [redacted] has stated in her complaint: Ms. [redacted] contacted us requesting to take advantage of Conn’s Price Guarantee, but was informed that she would lose her 24-month Cash Option term; andShe wants Conn’s to honor the Price Guarantee and adjust her invoice by $400.00 without changing her contract no interest terms.Our investigation reveals that: Ms. [redacted]’ invoice total qualified for 24-month No Interest; however adjusting the invoice total for the Price Guarantee would no longer meet the qualifications for 24-month No Interest; andAs gesture of goodwill we will honor Ms. [redacted]’ request.    Thank you for the opportunity to respond to Ms. [redacted]’ complaint.  Our records show on 2/03/18, Ms. [redacted] purchased a [redacted] reclining sofa and loveseat both with a 36-month Furnituregard Plan.  Ms. [redacted] signed her Authorization Page acknowledging that she financed $2,862.30 through [redacted] with a 24-month No Interest Term.  Ms. [redacted]’ furniture was delivered on 2/04/18 as requested.     Ms. [redacted] was provided with a copy of Conn’s Return & Exchange Policy at the time of purchase.  Our Return & Exchange Policy states: No Returns/Exchanges on – Furniture, mattresses, décor & accessories unless inspected by a Conn’s Service Technician and found to have a manufacturer’s defect.  If your product fails while under manufacturer’s warranty or Conn’s RSA, Conn’s Factory Authorized Service will repair your products according to those warranties.  To ensure transparency this information can be found on Conn’s website at: http://www.conns.com/returns-and-exchange/. We researched Ms. [redacted]’ complaint and found that Ms. [redacted]’ merchandise meet the qualifications of 24-months No Interest and free delivery.  We were offering the following promotional offers at the time of Ms. [redacted]’ purchase: 0% interest for 12 months on all furniture & bedding purchases $999 & up, 0% interest for 24 months on all furniture & bedding purchases $1,999 & up + Free 32” HDTV OR Free Delivery, and 0% interest for 48 months on all furniture & bedding purchases $3,999 & up + Free 32” HDTV OR Free Delivery.   After further review we found that Ms. [redacted]’ issue was escalated to upper management and Conn’s agreed to honor Ms. [redacted]’ request as a gesture of goodwill.  On 2/13/18, a credit in the amount of $437.00 was processed to Ms. [redacted] account.  We ask that Ms. [redacted] allow up to one billing-cycle for the credit to reflect on her account.  Conn’s values Ms. [redacted] as our customers and appreciates her for bringing this matter to our attention. Sincerely, Customer RelationsConn’s Inc.

Thank you for the opportunity to respond to Mr.  [redacted]’s complaint.  Our records indicate that on 6/5/16 Mr.  [redacted] purchased a [redacted] 65" SUHD 4K with a 36-month Repair  Service Agreement,  [redacted] Smart Curved 40" Full HD 1080p Flat TV , a Bose...

Corporation Sound Touch 130, and two Z-Line Design Hd Mount Kits all with an included one year manufacturer’s warranty totaling $ 6245.97.   Mr.  [redacted] received a copy of the Return and Exchange Policy at the time of purchase.  Our Return and Exchange Policy states: A consumer has 30-days from the date the item is received to return or exchange appliances and electronics with the required 15% restocking fee and if your product fails while under manufacturer’s warranty or Conn’s RSA, Conn's Factory Authorized Service will repair your product according to these warranties.   Mr.  [redacted] also signed his invoice acknowledging that he received a copy of the Return and Exchange policy. On 6/5/16 Mr. [redacted]’s electronics were picked up at Houston, TX store location 078.  After reviewing Mr. [redacted]’s complaint we show he contacted us on 6/19/16 stating that she receives an error message when she connects his sound bar. After trouble shooting it was determined the product qualified for replacement through the manufacturer’s warranty and he was made aware. On 6/21/16 Mr. [redacted] was approved to use exchange amount as a store credit to reselect anything. Due to the product only having manufacturer’s warranty we can only allow an exchange; no refunds are allowed through the mfg’s warranty exchanges.  As a gesture of goodwill , due to the product failing withing 72 hours, Conn's has agreed to honor Mr. [redacted] request to have the exchange amount credited to  his account. Mr. [redacted]  has been made aware and Conn's will follow up with him once the credit has posted to his account.  If we may be of further assistance, Mr.  [redacted]  may contact our Customer Service Department at1-877-358-1252.  Kind regards, Kristal [redacted]

Thank you for the opportunity to respond to Ms. [redacted] concerns regarding account [redacted]9331.  Ms. [redacted] stated she paid her account balance in full; however, an additional payment posted to her account.    According to our records, Ms. [redacted] overpaid her account on October 5,...

2016 by $46.83.  A refund for the overpaid amount was processed on October 17, 2016.  Due to a system error, an additional payment in the amount of $86.23 posted to Ms. [redacted] account on November 7, 2016.  Conn’s was in the process of refunding that payment; however, Ms. [redacted] disputed the transaction with her financial institution and that payment was reversed on November 15, 2016.    We have verified the system issue with Ms. [redacted] webpay has been corrected and no additional payments will be debited.    Conn’s values Ms. [redacted] as a customer and sincerely apologizes for any inconvenience she has experienced due to this matter.   Thank you, Cheryle [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
[Provide details of why you are not satisfied with this resolution.]
Regards,
 1) nobody ever said I had a 30 day exchange, if that were true we would not be in this situation!   I was told 24 hours from leaving the store was the exchange policy.  I did call the 2nd day of bringing the unit home and spoke with a Store Supervisor, Richard, who told me I can will have to set up a service ticket and they will have to approve the exchange at the store.  I called Service and they told me I would have to pay for the tech to come out, i advised that is not going to happen that I just bought the TV they apologized and stated to have my internet connection checked or upgraded.  I became irrate and they disconnected the call.   This issue has been on going since I brought the TV, I upgraded my internet, wirless router and my modem, still the TV is not working, I have called numerous  with several departments.  Currently another service call is set up for this Sat 8/15/15 due to their Service Tech not showing up and wasitng my time last week.  This company is truly playing games and passing the buck to many different departments and not taking responisbility for their poor customer service discrepencies and ill service.  I have statements from an ex employee who wishes to remain annonoymous that says this store in particular re packages returned items and sells them as new.  I will be speaking to a lawyer if this is not approaitely resolved.  I am the consumer and should not be treated with such disrespect.

Thank
you for the opportunity to respond to [redacted]’s complaint. Our records show on
9/22/15, Mr. [redacted] purchased a [redacted] side-by-side refrigerator and elected to
purchase Conn’s Installation to connect the waterline. Mr. [redacted]’s refrigerator
was delivered and signed acknowledging he received his...

items in good order on
9/23/15.
We
contacted Mr. [redacted] on 11/13/15 to discuss his concerns; during the conversation
he stated the installer was unable to go into attic to complete the
installation. Therefore; Conn’s has agreed to issue a refund for the
installation fee of $108.19. We ask Mr. [redacted] to please allow 7-10 business days
for the refund to process on his account. 
We appreciate Mr. [redacted] for bringing this matter to our attention and we
sincerely apologize for any inconvenience he experienced during this process.
 
If we may be of further assistance, Mr. [redacted] may contact Customer
Service at [redacted].
Kind regards,
Dyeisha W[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I look in the future seeing them change their business practice. Given the facts and given the hassle and inconvenience, no customer should experience that or experience issues with returns in general. There are many complaints that reflect the same issues and in order to retain good customers, you have to be willing to work with a customer in those unfortunate circumstances like mine. I very much feel I may not purchase anything else from conns just based on the issues I had with the company and the lack of understanding and poor customer service in general. I understand that they have to protect themselves, but when a store manager is indicating I did what was necessary, I should not have been subjected to this for as long as I had to be.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com
[redacted]