Alan J. Slobodnik, M.S.W.

Thank you for the opportunity to respond to Mrs. [redacted]’ complaint. Our records show on September 20, 2016, Mrs. [redacted] purchased a [redacted] washer and dryer which were delivered in good order on September 25, 2016.   We researched Mrs. [redacted]’ complaint and found she contacted...

our service department on October 26, 2016; for repairs on her dryer. A service appointment was scheduled for October 28, 2016 however; the technician notated that no one was available at the time of inspection and left a tag on the door to re-schedule the appointment. We show Mrs. [redacted] appointment was re-scheduled for November 5, 2016, at that time the technician found the vent was clogged.  He unclogged the vent as a courtesy, tested the dryer and found it was working properly.    We sincerely apologize to Mrs. [redacted] for any inconvenience she may have been caused.  If we may be of further assistance, Mrs. [redacted] may contact us at 1-877-765-1513.     Kind regards,   Kathryn [redacted] Customer Relations

[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.  Though it is poor customer service to have a family wait approximately 25 days without a fridge before approving a new one when the customer has purchased the extended warranty and the product was deemed unrepairable.

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to Mr. Tarlton’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, Mr. Tarlton may contact Conn’s regarding...

questions about your purchase by calling our Customer Service Helpdesk at[redacted], or online at [redacted]
Mr. Tarlton has stated in his complaint:
1.     We loaded his television into his car without a box, and when got home he noticed the unit was damaged; 
2.     He purchased accidental coverage on his TV and contacted us for an exchange but was denied; and
3.     He is requesting an exchange.
 
Our investigation reveals that:
1.     Mr. Tarlton was made aware prior to loading his television that the box was too large and would not fit in his car. At Mr. Tarlton’s request, the television was removed from the box, and he signed his pickup slip acknowledging the item was received in good condition;
2.     Mr. Tarlton purchased accidental damage coverage on his original television. However; the warranty coverage did not transfer to the new unit at the time of the reported damage; and
3.     We have agreed to exchange Mr. Tarlton’s television under the terms and condition of the Return Service Agreement Plan that was purchased on the original unit.
 
 
We reviewed Mr. Tarlton’s complaint and found that his insurance claim was approved on 9/20/17 to re-select a new television for up to[redacted] We show Mr. Tarlton initiated his replacement on 9/27/17 and reselected a [redacted] Mr. Tarlton elected to pick up his television from his local Conn’s that same day and signed his pickup slip acknowledging that the item was inspected and received in good condition.
 
Our records show Mr. Tarlton contacted us later that same day stating that his television was damaged during transit and requested to exchange the unit. Mr. Tarlton was informed that his new television did not have accidental damage coverage. Therefore, we are unable to exchange the unit.
 
However; after further review, our records show that the warranty from the original television purchased did not transfer to the new unit during the time Mr. Tarlton contacted us regarding damages. Our records show the new television should have had accidental damage coverage until[redacted]. Therefore; we have agreed to exchange Mr. Tarlton’s television under the terms and condition of the Repair Service Agreement Plan. Mr. Tarlton may visit his nearest Conn’s to initiate his exchange.
 
We sincerely apologize for any inconvenience Mr. Tarlton experienced during this process.
 
 
Conn’s values Mr. Tarlton as a customer and appreciate him for bringing his concerns to our attention. 
 
Sincerely,
 
Customer Relations
Conn’s Inc.

Thank you
for the opportunity to respond to Mrs. [redacted]’s complaint. We appreciate Mrs.
[redacted]s for bring her concerns to our attention and will address this issue with
all parties involved. After reviewing Mrs. [redacted]’s complaint we found she was
contacted by our Helpdesk department and her issue has...

been addressed. We
sincerely apologize for any inconvenience Mrs. [redacted]’s experienced during her
recent purchase with Conn’s.
 
If we may
be of further assistance, Mrs. [redacted] may contact our Customer Service department
at 1-877-358-1252.
 
Kind
regards,
 
Dyeisha
W[redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s additional comments. Our records show we mailed Mrs. [redacted] a copy of her general loan ledger on 8/25/15 to the address we have on file. We apologize if the information requested has not been received in a timely manner. We have attached a copy of Mrs. [redacted]’s invoice showing the warranty has been cancelled for the ** washer and dryer, ** French Door refrigerator and ** electric range. We have also attached a copy of Mr. [redacted]’s Loan Ledger which show we processed the following credits: $639.38 (warranty returned), $100 (price concession in lieu of gift card), and $166.86 (finance charge recalculation); no additional credit is due. Again, we sincerely apologize for any inconvenience Mrs. [redacted] experienced during this process. If we may be of further assistance, Mrs. [redacted] may contact Customer Service at 1-877-358-1252. Kind regards, Dyeisha W[redacted]Customer Relations

Thank you for the opportunity to respond to Mr. [redacted]’s concerns regarding account [redacted].  Mr. [redacted] stated he has not received an insurance reimbursement check and he would like his cash-option reinstated.    According to our records, Mr. [redacted]’s refund check was mailed to the...

address on file on July 20, 2016.  That check was returned to Conn’s.  On August 2, 2016 a new check was sent to an updated address.  We ask that Mr. [redacted] please allow 10-14 business days for the check to arrive.    Mr. [redacted] also stated he would like his “cash-option” reinstated on accounts [redacted] and [redacted].  According to our records, Mr. [redacted] signed a 32-month retail installment contract on March 3, 2016.  That contract included our 12-month no-interest financing promotion (“cash-option”).  Per the terms of the “Cash-option” agreement, the “cash-option” is void if the required monthly payment has not been made within 10 days of each month’s due date or the unpaid portion of the total “cash-option” price is not paid within 10 days of the expiration date.  We are unable to reinstate the “Cash-option” on account [redacted] due to payments not being made timely.  Additionally, Mr. [redacted] signed an 18-month retail installment contract on April 23, 2016.  That contract created account [redacted].  This account did not qualify for a “cash-option” at the time of purchase; therefore, we are unable to add the “cash-option” to the account.    Conn’s values Mr. [redacted] as a customer and appreciates him for bringing his concerns to our attention.    Thank you, Cheryle [redacted]

Thank you for the opportunity to respond to Mr. [redacted]’s complaint.  Our records indicate that on 11/19/15 Mr. [redacted] purchased a [redacted] Range with a 36- month Repair Service Agreement.  He also received a copy of the Conn’s Return and Exchange Policy at the time of...

purchase;  his signed invoice acknowledges that he received a copy of the Return and Exchange policy.  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.  On 11/20/15 Mr. [redacted]’s furniture was delivered as promised.  After reviewing Mr. [redacted] complaint, we show that on 12/31/16 Mr. [redacted] contacted Conn’s service department stating that his range was leaking between the glass. It was determined by our servicemen that corrosion had occurred in the range and to repair the door needed replacing. Due to corrosion not being covered under the terms of the warranty, the service order was canceled and closed. Mr. [redacted] contacted us again on 2/20/17 stating the oven would not ignite. Upon inspection we were not able to find anything wrong with the range and he was advised on how to properly use the range. Mr. [redacted] contacted us most recently on 3/23/17 stating that his range would not ignite.  We currently have parts on order. Once the part arrives we will schedule to complete service. At this time we will not be able to honor Mr. [redacted]’s request, he will have to continue with service to determine if further repair or replacement is covered under warranty.  If we may be of further assistance, Mr. [redacted] may contact our Customer Service Department at1-877-358-1252.  Kind regards, Kristal [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.

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to Ms. [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, Ms. [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.    Ms. [redacted] has stated in the complaint: She was informed her shipping was free and she declined to purchase insurance;She was informed that her daughter would be signing on her behalf to confirm delivery only, but she received a new contract which included shipping and insurance that was not on the original contract;She is requesting to have the shipping and insurance removed; andShe is requesting to receive a new finance total and monthly payment.   Our investigation reveals that: Ms. [redacted]’s furniture did not meet the qualification for free delivery. Ms. [redacted] was made aware that she  would need to provide a copy of her declaration page, but she did not have it at the time of purchase;Ms. [redacted]’s item was delivered prior to her daughter returning to the store on her behalf (2/9/18). Also, we have no records showing that a new contract or invoice was created, the contract is still in the original version;We are unable to remove the shipping as Ms. [redacted]’s purchase did not qualify for free delivery. Ms. [redacted] may provide a copy of her renter’s insurance declaration page to remove the optional insurance and receive a refund to her account; andMs. [redacted]’s contract reflects the correct finance charge and monthly payment.     We researched Ms. [redacted]’s complaint and found on 2/6/18; she purchased the [redacted] Reclining sofa and loveseat which was delivered in good order on 2/9/18. Ms. [redacted] signed her contract and invoice acknowledging that she understood and agreed to the purchase.   We contacted Ms. [redacted]’s sales representative and the store manager where she made her purchase and were informed that the contract was not altered from the original date of purchase. Ms. [redacted] has been informed that her purchase did not qualify to receive free delivery, however; she was offered a $100 gift card as a gesture of goodwill but declined the offer. Ms. [redacted] has also been made aware that she may provide a copy of her renter’s insurance declaration page to remove Conn’s optional insurance coverage to receive a refund on her account. We have included a copy of the insurance cancelation request form for Ms. [redacted] to submit.     Conn’s values Ms. [redacted] as our customers and appreciates her for bringing this matter to our attention.   Sincerely,   Customer Relations Conn’s Inc.

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint. Our records show on5/28/16, Mrs. [redacted] purchased a [redacted] French door refrigerator which comes with a 1-year limited manufacturer’s warranty; no additional coverage was purchased. Mrs. [redacted] refrigerator was...

delivered on5/29/16and signed acknowledging she received the items in good order.   We researched Mrs. [redacted]’s service history and found she contacted our service department on6/22/16stating her refrigerator is not working properly. A service appointment was scheduled for6/23/16, the technician reported multiple issues were found with the refrigerator and submitted a request through the manufacture to have the unit exchange. However; the request was denied and we were advised to continue with service needs. Mrs. [redacted] service appointment was scheduled with a 3rdparty service provider ([redacted]) to continue with repairs. We show Mrs. [redacted] called in stating the technician from [redacted] showed up without notice and she is unhappy with provider as they have bad review. Mrs. [redacted] requested an exchange but was informed the unit did not meet qualifications at this time. On8/10/16, Mrs. [redacted] contacted our service department again stating the refrigerator is making a loud noise. A service appointment was scheduled with a Conn’s technician on8/11/16. The technician stated he contacted the manufacturer while at Mrs. [redacted]’s residence in attempts to get the unit as they were not satisfied with repair needs. However; the manufacturer denied the request again and scheduled an appointment with their service technician to re-assess the unit. Our records show on8/29/16, the manufacturer approved an even exchange which was scheduled to be delivered on 8/30/16.  When we spoke with Mrs. [redacted] she requested to reschedule delivery for 9/2/16. We sincerely apologize for any inconvenience Mrs. [redacted] experienced during this process.   If we may be of further assistance, Mrs. [redacted] may contact us at1-866-765-1513   Kind regards,   Dyeisha W[redacted]

Thank you for the opportunity to respond to [redacted] complaint. Our records show on 6/22/15, [redacted] purchased a [redacted] and [redacted] Queen box spring that comes with a limited manufacturer’s warranty. [redacted] mattress and box spring was delivered and received in...

good order on 6/24/15.We reviewed [redacted] complaint and found he contacted our Customer Service department on 7/16/14 stating he wanted to return his mattress because he was having back pains. [redacted] was informed that although Conn’s has a No Return or Exchange Policy on furniture/mattresses; his mattress does qualify for an exchange under the manufacturer’s 120-day Comfort In-Home Trial. [redacted] was educated as part of the trial offer, the mattress must be in the customer’s home for 30 nights to adjust to the comfort level. As listed on [redacted] 120-day In-Home Trial which can be found on the manufacturer’s and Conn’s website: This trial program is offered exclusively by [redacted] to their retail partners, allowing you to experience your new [redacted] in your home for up to 120 days - and still exchange or return it if you are not completely satisfied*. Once your [redacted] is delivered and set up in your home, sleep on it for a minimum of 30 nights to adjust to a new level of comfort and support. If you are not completely satisfied after the first 30 nights, contact your [redacted] retailer to discuss your options.[redacted] has been informed that he may return or exchange his mattress anytime after 7/24/15 while still under the 120-day trial offer but the box spring is excluded and does not qualify.Although we are unable to honor [redacted] request; he does have the option to return/exchange his mattress only after 30 nights in his home. We sincerely apologize for any inconvenience [redacted] experienced during this process.If we may be of further assistance, [redacted] may contact our Customer Service department at [redacted]Kind regards, Dyeisha W[redacted]
Customer Relations

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to Ms. [redacted]’s concerns. 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] stated in her complaint: 1.        She was approved for an exchange on her ac unit but was told she would have to pay for delivery to receive the unit; and 2.        She is requesting to have the ac unit delivered and installed at no additional cost.     Our investigation reveals that: 1.        Ms. [redacted] was informed that she would be required to pay the standard delivery and installation fee; and 2.        As a gesture of goodwill, we are willing to waive the delivery fee of $79.99.     Our records show on 7/28/17, Ms. [redacted] purchased a [redacted] Heat/Cool unit which comes with a 1-year limited manufacturer’s warranty. Ms. [redacted] did not elect to purchase additional coverage with Conn’s.   We researched Ms. [redacted]’s complaint and found that she contacted our service department on 9/22/17 stating that her ac unit is not cooling and making a loud banging noise. Our records show we did not have a service technician is Ms. [redacted]’s area, therefore; we reached out to the manufacturer to schedule her service appointment. However; we were informed by the manufacturer that they attempted to find a technician in Ms. [redacted]’s area but were unsuccessful and approved her for an exchange on 9/25/17.   We show Ms. [redacted] contacted our customer service department requesting to have the unit delivery and installed at no additional cost. Ms. [redacted] was informed that the standard delivery and installation fee would be required if she would like to have the unit delivery by Conn’s.   In attempted to resolve this matter, we contacted Ms. [redacted] on 10/17/17 and agreed to waive the delivery fee of $79.99. However, Ms. [redacted] is aware that she would be responsible for installation and the new unit will be dropped off only. We sincerely apologize for any inconvenience Ms. [redacted] experienced during this process.     Conn’s valued Ms. [redacted] as a customer and appreciated her for bringing this matter to our attention. Sincerely, Conn’s Inc.

Thank you for the opportunity to respond to Mrs. [redacted]’s additional comments. As mentioned in our previous response, Mrs. [redacted]’s washer does not meet the qualification for an exchange at this time. An exchange cannot be approved until the unit has been inspected by a technician and deemed non-repairable. Mrs. [redacted] has been informed on several occasions that she would need to contact our service department to schedule an appointment to have her washer re-assessed. Again, the washer must be assessable for the technician to inspect and properly diagnose the repair needs; the unit cannot be in a storage facility. Our customer service manager attempted to contact Mrs. [redacted] on 8/19/16 as requested but was unsuccessful. If we may be of further assistance, Mrs. [redacted] may contact us at 1-866-765-1513  Kind regards, Dyeisha [redacted]Customer Relations

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to the concerns Mr. [redacted] has regarding account(s) [redacted]. We have a more than 120-year history of quality customer service and satisfaction, and I would not want anything to impair that record. Our contact information is...

located on Mr. [redacted]’s retail installment contract or promissory note and security agreement, invoice, coupon book, and welcome letter. As a reminder, she may contact Conn’s regarding questions about her purchase by calling our Customer Service Helpdesk at 1-877-358-1252, or on-line at www.conns.com.     Mr. [redacted] stated in her complaint that: His contract was re-written; The original account did not close; He would like the account closed, his credit report updated and compensation due to the issue. Our investigation reveals that: Mr. [redacted]’s account was re-written; due to a system issue, the original account has not closed; and Conn’s is working diligently to close the account. Once the account is closed, we will update the information with the credit bureaus, and we are unable to provide additional compensation. According to our records, Mr. [redacted] signed a 36-month promissory note and security agreement on January 6, 2018.  The agreement created account [redacted].  On January 12, 2018, the agreement was re-written. The new agreement created account [redacted] and should have closed account [redacted]. Due to a system issue account [redacted] has not closed. Conn's is working diligently to close the account. We ask that Mr. [redacted] please allow 7-10 business days for the account to close. Once the maintenance has been completed to close the account, we will remove the negative credit mark assessed on the account. We ask that Mr. [redacted] please allow the credit bureaus 30-60 days to update their records to reflect the corrections. Additionally, Mr. [redacted] will receive a close-out letter within 30-days of the account closing. Conn's values Mr. [redacted] as a customer and sincerely apologizes for any inconvenience she has experienced due to this matter.

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,
 Had Conns listened real good to that "recording" on February, 4th, 2017, they would have heard the young lady say(paraphrasing) "OK Mr. [redacted], you're all set until your next payment in March..."Conns should had at that time cancelled any bank/ATM card payments because my account was brought up to date. Additionally, why does it take a complaint made to the Revdex.com for Conns to give me a response to my complaints, especially considering I not only made my concerns known to those I spoke with on the phone,but also wrote a letter to Conns' home office, neither of which gave me a written, nor a phone response? UPDATE 3/22/2017: For the past two weeks, I have asked Conns, via telephone, to send me a PAPER final bill so I can pay this account in full, and have been repeatedly  told "We don't do that...let'ssettle this with a bank card over the phone..." Settle this over the phone? The [redacted] phone payment is what started this whole mess! Here is my solution: Mail me a final bill, forget about the $160.00 Conns owes me in overdraft and service fees, and we can part ways. Might as well, Conns management doesn't have the professionalism to call or write me to settle this matter.

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,
  I did not receive a brochure or copy of a contract. All I was given was a receipt for the down payment. I have returned the tv seeing as how no one contacted me about having repairs done after being told I would be a day or two after the delivery team came out. I will also speak with the attorny general about how Conn Artist's treat their customers by locking them in a "contract" without showing them the contract or explaining whats in it then telling them they'll have to google the policies.

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 called Conns prior to seeing the way the delivery person left the washer connections, to let them know how rude the technician was to my 67 year old mother. They agreed to waive the delivery charge. Afterwards, I moved the washer back in place and noticed that the connections were twisted up in between the electrical cords! The person who delivered the washer intentionally did this because there was no way we had our old washer hooked up that way, because water cannot come thru when the hoses are pinched as shown in the picture. We quickly called a professional handyman to come and hook up our washer correctly, which we had to come out of pocket for by $50.00. The handyman informed us that the connections were not corroded like the Conns technician said they were. By the time Conns manager came to check if everything was alright, our new washer was already connected by the person we hired. For Conns to say they waived the delivery fee because of this, is completely wrong! They waived the fee because the delivery person was rude and short tempered with a senior citizen customer!! The least Conns can so is offer an apology and admit the wrong doing of the delivery person. Please see the attached pictures and tell me if this is fair??? I am also requesting a reimbursement of $50.00 which we had to pay the handyman who confirmed the connections were NOT corroded! Our washer is now working with the same connections Conns said were not good. 
Regards,

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.  Sent: Friday, January 05, 2018 10:31 AMSubject: It made 30 days I never heard from Conn's January 4 never call me to tell what they plan to do oven is still not working still smell gas when I call the gas company on December 4 they send someone right away the man from the gas told us not to use the...Every day I all so call the C.E.O. spoke to one the worker complain about the problem they told me that I have to wait 48 hours I told them it was emergency because I had carbon dioxide coming out .and I have children living in here they said I have to wait still today Conn's never call me

Thank you for the opportunity to respond to Mrs. [redacted] complaint.Our records show a credit of $199.99 was applied to Mrs. [redacted] account on7/29/16for damages caused during delivery. We show there was a delay processing the credit to her account due to multiple concessions was...

submitted which caused the system to reject the transactions. We sincerely apologize for any inconvenience Mrs. [redacted] experienced as a result of the delay. Conn’s value Mrs. [redacted] as a customer and appreciates her for bringing her concerns to our attention. If we may be of further assistance, Mrs. [redacted] may contact us at1-866-765-1513. Kind regards, Dyeisha [redacted]

Thank you for the opportunity to respond to Mr. [redacted]’s complaint. Our records show on1/31/17, Mr. [redacted] purchased a [redacted] Electric Dryer and Washer, both which included a limited one year manufacturer’s warranty totaling $1185.29. Mr. [redacted] declined to purchase any additional service agreements...

at the time of purchase and he received a copy of Conn’s Return & Exchange Policy. Our Return & 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. We show Mr. [redacted]’s appliances were delivered and signed acknowledging the items were received in good order on 2-6-17; no issues were reported. After researching Mr. [redacted]’s complaint, we show he requested service online on2/21/17, stating that the washer was not draining. The service department contacted Mr. [redacted] on 3/2/17 to schedule service for 3/8/17, however service was canceled. We have no further records showing that Mr. [redacted] has contacted our service department regarding any further repair needs. At this time Mr. [redacted]’s washer does not meet the qualification for an exchange. However; if Mr. [redacted] is still in need of service, he can contact our Service Department at1-855-266-6349 to schedule a service inspection to determine if repair or a replacement is warranted. If we may be of further assistance, Mr. [redacted] may also contact our Customer Service Department at 1-877-358-125  Kind regards, Dyeisha [redacted]