Alan J. Slobodnik, M.S.W.

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]

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 sent pictures of my refrigerator 3 x's to Jana's Manager's phone per request as I had to prove myself worth.  I was advised Jana's Manager would review the photo's and determine whether or not I get my missing door shelf's and missing Deli drawer which was included in the refrigerator we looked at Conn's and purchased and is also present in the refrigerator's own provided manual. I have included n a provided attachment of the refrigerator we purchased from Conn's. Conn's Manager Kathryn did ship the missing shelf but advised me their was no deli drawer for the refrigerator we purchased even though we purchased one on display having a deli drawer and the manual shows our model with a deli drawer in the main compartment. After an extremely long waiting period and many of my own personal hours working for many months to get what was due to us, Jana and Manager Kathryn of Conn's as a gesture of good will provided us with door shelf's so we can now use our refrigerator door more efficiently. We still have a huge empty space in our main portion of refrigerator we can not put to use, as they refuse to provide us with what should have come with any refrigerator (Deli drawer/Shelf). We are required to purchase the drawer if we need it. Looking through the paperwork we also discovered we are also being charged interest when the original program we were approved for was 12 months interest free financing. More surprises!  Our days doing business with Conn's is over. I will worn everyone I know of their poor customer service and poor treatment and dishonesty toward those who keep them in business. I plan to pay this debt off asap as to prevent more loses in the way of extremely high interest charges from Conn's.
Regards,[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

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint. Our records show on8/10/16, Mrs. [redacted] only purchased a ** washer and elected to purchase a 24-month RSA Plan on invoice[redacted]which was paid using a [redacted] card. Mrs. [redacted]’s delivery was scheduled and signed as received in...

good order on6/12/16. We show Mrs. [redacted] contacted our delivery team later the same day stating she was suppose to receive a dryer as well. However; she was informed that only the washer was listed on her invoice for delivery and she would have to contact the sales representative. Our records show on8/13/16, Mrs. [redacted] purchased the matching ** dryer and 24-month RSA on a separate invoice([redacted])which was financed through [redacted]. We show the dryer was picked up at our Dallas warehouse and singed as received in good order. 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 [redacted]

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

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.  They are supposed to do a spot clean as well as repairs. I can see now that even dealing with the Revdex.com is going to do nothing. This company is not run properly and I will take actions into my own hands. I have several ppl that are aware of all the hasle I have been through. It's very frustrating.
Regards,

Thank you for
the opportunity to respond to [redacted] concerns regarding her account.  [redacted] stated she applied for credit;
however, the application was approved for less than the amount she needed to
purchase all the items she intended to purchase.  She stated she was going to...

pay off an
account and come back for the additional items. 
 
According to
our records, [redacted] signed a 30-month retail installment contract on June28,
2015.  This contract included the balance
from [redacted] previous account.  When an
account payoff balance exceeds $500.00, that balance is required to be added on
to the new retail installment contract. 
The net pay-off balance of [redacted] previous account was $1949.50, therefore,
the balance was added on to [redacted] new account in order to qualify for
credit. 
 
[redacted] also
stated she was supposed to have the 12-month cash-option, but her account was
not set up to include the cash-option.  The
product purchased did not qualify for the 12-month no-interest promotion (“Cash-option”)..  Additionally, since account [redacted] was not
originally a “Cash-option” account, account [redacted] would not have qualified
for the “Cash-option.”
 
We are unable
to honor [redacted] request to remove the interest from the account.  We have attached a copy of [redacted] signed
retail installment contract for account [redacted] for her records. 
 
We value [redacted] as a customer and appreciate her bringing her concerns to our
attention.  Thank you,Cheryle S[redacted]

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. Thank you Revdex.com.

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 did reply via email to you all and that the issues are not resolved. A repair man was to appear to assess the damage on dishwasher; however, it was requested that the same repair man not return to our home.  Conn's called me on 03/07/2017 stating that I would need to call ** directly as the dishwasher was not under Conn's warranty and that they could no longer help me. I explained the Revdex.com Complaint, explained all details to date and the Conn's representative at the service bay stated that I would need to talk to a supervisor and she would have them call to me, to which no one has called to date from Conn's. At this point, the minimal action by Conn's should be to replace the dishwasher in it's entirety.  The dishwasher continues to have high pitched noises and still is not properly installed.Please provide next step.  Below is a copy of previous emails sent to Revdex.com. From: drteam [mailto:[email protected]] Sent: Tuesday, March 07, 2017 10:47 AM To: [redacted] Subject: RE: You have a New Message from Revdex.com Regarding Complaint #[redacted] Good Morning Mrs. [redacted], Thank you for your email. Your additional comments have been relayed to the company for review. Once we receive a response, you will be notified. Kindest Regards,[redacted]Dispute Resolution/Alternative Dispute Resolution Team Business Line: 713-341-6116Consumer Line: 713-341-6117 Fax: 713-867-4947 The Revdex.com of Greater Houston & South Texas1333 West Loop South, Suite 1200Houston, Texas 77027  Please consider the environment before printing this email. Confidentiality Notice: This E-mail and any of its attachments may contain Revdex.com|Greater Houston & SouthTexas proprietary information, which is privileged, confidential, or subject to copyright belonging to Revdex.com|Greater Houston & SouthTexas. This E-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this E-mail, you are hereby notified that any dissemination, distribution, copying, or action taken in relation to the contents of and attachments to this E-mail is strictly prohibited and may be unlawful. If you have received this E-mail in error, please notify the sender immediately and permanently delete the original and any copy of this E-mail and any printout. From: [redacted] [mailto:Mrs[redacted]@hotmail.com] Sent: Tuesday, March 07, 2017 10:25 AM To: drteam <[email protected]> Subject: FW: You have a New Message from Revdex.com Regarding Complaint #[redacted] I responded to this message earlier today; however, need to UPDATE my response. 03/07/2017, 10:23AM CST Conn’s just called to state they would be here between 4:15PM – 6:15PM, the same technician that I told Dyeisha [redacted] with Conn’s NOT to send.  She sent anyways.  I requested a reschedule as the time would not be sufficient for today, without my Husband  home. If that is the only technician that Conn’s can send to service our home; then a time when my Husband is home will be needed for me to feel I am in a safe environment.  It is common sense that when you complain on a technician, that you do not send him [redacted] to the source of the complaining party.  That is truly Business 101.  And further more frustrating, since I was very specific on the phone call last week to not send that particular technician.   As of this point, no other appointment has been scheduled – a reschedule will need to take place.  [redacted] A hundred years from now it will not matter what my bank account was, the sort of house I lived in or the kind of car I drove; but the world may be different because I was important in the life of a child.  Forest *. [redacted]      From: Revdex.com [mailto:[email protected]] Sent: Monday, March 06, 2017 3:57 PM To: Mrs[redacted]@hotmail.com Subject: You have a New Message from Revdex.com Regarding Complaint #[redacted]  This e-mail is to notify you that you currently have a new message with Revdex.com in regards to complaint #[redacted]. Please click on the link below to access Revdex.com's Online Complaint Management System to read this message. Click here to read the message. If your email program does not support the link above, then please copy and paste the link below into your browser. http://odrcomplaint.Revdex.com.org/odrweb/Home/SecureLogin.aspx?SecureLinkGuid=0...⇄ This is a post-only mailing. Replies to this message are not monitored or answered. If you have any further questions or concerns, please do not hesitate to contact us at [email protected] or (713)341-6117. Thank you.

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 have a time and Date stamp on my computer showing when my payment was made and the email that twas sent to them telling them to cancel the other payment as we were paying the account off.I have attached my computer history showing when it was made. Conn's owes me for the fees this has cost me in overdrafts. This is thier mistake and they should fix it.It cost me $175 in fees due to this extra money being taken out of my account. And it should have been the whole $288 payment that was refunded and not a portion of that as I payed the payoff that was stated on the computer. So they have basically kept a portion of that payment and cost me more money. We have dont a lot of bussiness with Conn's but if this is not fixed we will never again and will make sure that we let every person we know what they did and not to shop with them.Regards,[redacted]

Thank you for the opportunity to respond to Mr. [redacted]’ complaint. We reviewed the photos provided by Mr. [redacted] and have agreed to issue an exchange on his living room furniture under the Terms and Conditions of the FurnitureGard Plan purchased. Mr. [redacted] may visit his nearest Conn’s location...

to initiate the approved exchange. We sincerely apologize for any inconvenience Mr. [redacted] experienced during this process. If we may be of further assistance, Mr. Belvins may contact us at 1-866-765-1513. Kind regards, Dyeisha [redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint.  We researched Mrs. [redacted]’s complaint and found there was a delay processing her concession.  As of8/31/16, Mrs. [redacted]’s concession in the amount of $240.00 was submitted and we confirmed it posted to her account on...

Friday (9/02/16).  We sincerely apologize for any inconvenience Mrs. [redacted] experienced caused by the concession delay.   If we may be of further assistance, Mrs. [redacted] may contact our Customer Service Department at1-877-358-1252.     Kind regards,     Jana [redacted]

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to the concerns you have 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 Ms. [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.     Ms. [redacted] stated in her complaint that: she was of the impression her account qualified for our no-interest financing promotion; and she would like Conn’s to add the 12-months no-interest financing to her account or allow her to return the product. Our investigation reveals that: Ms. [redacted]’s credit did not qualify for the no-interest financing; and Conn’s is unable to add the no interest financing offer to Ms. [redacted]’s account, and Ms. [redacted] is outside the return/exchange period.   According to our records, Ms. [redacted] applied for Conn’s credit on April 4, 2017.  She was approved for $2000.00 with a 5% down payment.  Ms. [redacted]’s credit did not qualify for the no-interest financing promotion (“Cash-option”).   Conn’s is unable to add the “Cash-option” to the account. In order to qualify for the “Cash-option,” the merchandise and the credit must qualify for the promotional offer.  We have included a copy of Ms. [redacted]’s signed retail installment contract for her records.    We are unable to accept the return of the product as Ms. [redacted] is outside the return/exchange period.  If Ms. [redacted] can no longer afford the product, we do accept voluntary repossessions which will result in a charge-off and residual balance due.  Please contact Conn’s for further details regarding this option.    Conn’s appreciates Ms. [redacted] for bringing her concerns to our attention.

Thank you for the opportunity to respond to Mr. [redacted]’s concerns regarding account [redacted].  Mr. [redacted] stated he paid his account balances in full but the accounts did not close.   According to our records, Mr. [redacted] paid his account balances in full; however, due to a system issue the...

account remains open.    Conn’s is working diligently to resolve the issue and close Mr. [redacted]’s accounts.  Once the accounts close, Mr. [redacted] will receive close-out letters in the mail.   Conn’s values Mr. [redacted] as a customer and sincerely apologizes for any inconvenience he experienced due to this matter.

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint. Our records show on 8/01/16, Mrs. [redacted] purchased a ** top mount refrigerator with a 24-month Repair Service Agreement and a, [redacted] that came with a limited 1-year manufacturer’s warranty; no additional RSA...

coverage was purchased on Mrs. [redacted]’s TV through Conn’s. Mrs. [redacted] elected to have her items delivered; which was completed on 8/03/16. Mrs. [redacted] signed her delivery receipt acknowledging that her items where received in good order and that she thoroughly inspected her merchandise for damages for an exchange or price concession would not be authorized for damages discovered after the delivery. After researching Mrs. [redacted]’s complaint we confirmed she contacted us on 8/13/16regarding her TV; stating the TV had fallen and the TV screen was cracked. Mrs. [redacted] was advised that her TV was only covered under the manufacturer’s warranty which did not cover accidental or incidental occurrences. Mrs. [redacted] was informed that we would not be able to honor her request to exchange the unit; no additional coverage was purchased to review other options. We have included a copy of Mrs. [redacted]’s signed invoice; which confirm she purchased RSA on her refrigerator only. As shown the RSA information is listed under the product purchased. If we may be of further assistance, Mrs. [redacted] may contact our Customer Service Department at 1-877-358-1252. Kind regards, Jana AndrewsCustomer Relations

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to Mr. [redacted] 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, Mr. [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.    Mr. [redacted] stated in his complaint: 1.        The model of his washer was included in [redacted] recall; and  2.        He would like to have his washer replaced. Our investigation reveals that: 1.        We have one service call on file for Mr. [redacted]’s washer which was created on 9/28/17.  He contacted us stating his washer was shaking and would repeat itself when in spin mode.  We attempted to schedule Mr. [redacted] for service, but he requested to have his washer exchanged.  Mr. [redacted] was made aware that his washer did not meet the qualifications for an exchange.  2.        Mr. [redacted] was advised that he would need to contact [redacted] directly at 1-866-264-5636 regarding their recall.  Mr. [redacted] informed the representative that he had spoken with [redacted] and was offered $450.00 towards a new unit, but Mr. [redacted] refused [redacted] offer.  We show since Mr. [redacted]’s Revdex.com complaint has been filed, we attempted to contact Mr. [redacted] on multiple occasions but have been unsuccessful.  Again, at this time we are unable to honor Mr. [redacted]’s request.       Thank you for the opportunity to respond to Mr. [redacted]’s complaint.  Our records show on 12/03/13, Mr. [redacted] initiated an exchange an elected a [redacted] high-efficiency top load washer with a 48-month Repair Service Agreement which expires on 12/03/17.  Mr. [redacted] elected to pick up his washer from his local warehouse in Houston, TX #001.   Mr. [redacted] was provided a copy of Conn’s Return & Exchange Policy at the time of purchase.  Our Return & Exchange Policy states: A customer has 30-days from the date the item is received to return or exchange (appliances and electronics) with a 15% restocking fee.  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.    After researching Mr. [redacted]’s complaint, we found that we have one service call regarding his [redacted] washer, which was created on 9/28/17.  Mr. [redacted] contacted us stating his washer was shaking and repeats itself when in spin mode.  On 9/29/17, Mr. [redacted] requested to have his washer exchanged.  Mr. [redacted] was advised that his washer did not meet the qualifications for an exchange and we would continue with service.  On 10/03/17, Mr. [redacted] contacted us stating his washer was part of the [redacted] recall.  Mr. [redacted] was advised that he would need to contact [redacted] directly at 1-866-264-5636 regarding the process of their recall.  Mr. [redacted] was made aware that [redacted] was handling all issues with their recall.  Mr. [redacted] informed the representative that [redacted] offered him $450.00 towards a new washer; Mr. [redacted] refused [redacted] offer.   Since Mr. [redacted] filed a Revdex.com complaint, we have made several attempts to contact him to explain the repair process for the [redacted] washer recall, but we have been unsuccessful.  At this time we are unable to honor Mr. [redacted]’s request.  Mr. [redacted] will need to contact our service department at 1-855-266-6349 to have his washer assessed.    Conn’s values Mr. [redacted] as a customer and appreciates him for bringing him concerns to our attention. Sincerely, Customer Relations

Thank you for the opportunity to respond to Ms. [redacted]’s complaint.  Our records indicate that on 1/21/17 Ms. [redacted] purchased a ** washer and dryer each with a 36-month Repair Service Agreement (RSA); she also purchased a [redacted] king sized bed set, dresser, mirror, and...

nightstand and a [redacted] king sized mattress each with a 36-month [redacted] service agreement and two [redacted] xl box springs which included a ten year limited manufacturer’s warranty.  Ms. [redacted] also signed his invoice acknowledging that he received a copy of 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.  No returns or exchanges on furniture.  If your product fails while under manufacturer’s warranty or Conn’s [redacted] Service Plan, Conn's Factory Authorized Service will repair your product according to these warranties.  Ms. [redacted]’s products were delivered on 2/11/17 as requested. After further review we show that Ms. [redacted] notified the delivery technician that the washer was not working properly and he advised her to contact ** for troubleshooting.  She then contacted us on 2/25/17 stating that the washer was making loud noises, the control panel lights were on and it stops in the middle of the washing cycle.  Service was scheduled with ** for 3/7/17; on 3/7/17 Ms. [redacted] was approved for an exchange under her RSA due to the washer failure within 24 days of purchase. At this time Ms. [redacted] has been contacted and she is aware that she is currently scheduled for delivery on 3/11/17 for the new washer. If we may be of further assistance, Ms. [redacted] may contact our Customer Service Department at 1-877-358-1252.  Kind regards, Kristal W[redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’ complaint.  Our records show on 8/19/15, Mrs. [redacted] purchased a Steve Silver ([redacted]) sideboard with a limited 1-year manufacturer warranty and a Franklin ([redacted]) recliner with a limited 1-year manufacturer warranty; no additional...

Furnituregard coverage was purchased through Conn’s.  Mrs. [redacted] elected to have her items delivered; which was completed on 8/20/15.We researched Mrs. [redacted]’ complaint and found she contacted us on 8/25/15 (5-days) after delivery was completed; stating she discovered a small scratch on the recliner.  Mrs. [redacted] was advised the reported damages were not reported in a timely manner and we would not be able to exchange the unit.  After further research we show a delivery representative attempted to contact Mrs. [redacted] regarding her recliner on (8/27/15, 8/29/15, and 8/31/15) but were unsuccessful in their attempts.  We show the next contact made with Mrs. [redacted] was on10/08/15, a ticket was created to inspect Mrs. [redacted]’ recliner.  Our records we went to Mrs. [redacted]’ residence on 10/09/15; during this visit the delivery team repaired Mrs. [redacted]’ recliner.  We attempted to contact Mrs. [redacted] on 10/10/15regarding the repair made the previous day, but we were unsuccessful in our attempts.       If we may be of further assistance, Mrs. [redacted] may contact our Customer Service at 1-877-358-1252.Kind regards,Jana A[redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’ complaint.  We researched Mrs. [redacted]’ complaint and found her issue has been addressed.  Our records show an exchange was approved on 12/12/16 to replace Mrs. [redacted]’ furniture.  Our records show Mrs. [redacted] initiated...

her exchange and elected the [redacted] living-room set which consisted of three pieces (sofa, loveseat, and wedge) that all came with a limited 1-year manufacturer’s warranty.  We show Mrs. [redacted]’ furniture was delivered and received in good order on 12/23/16.  Again, we sincerely apologize to Mrs. [redacted] for any inconvenience she experienced during this process.    If we be of further assistance, Mrs. [redacted] may contact our Customer Service Department at 1-877-358-1252.   Kind regards,  Jana [redacted]

Thank you again for the opportunity to respond to Ms. [redacted] concerns regarding her account.  We attached a copy of Ms. [redacted] payment confirmation verifying which account she scheduled the payment to post from.  Again, we are unable to refund the NSF fees assessed on the account due to the funds not being available.  Again, Conn's values Ms. [redacted] as a customer and appreciates her for bringing her concerns to our attention.    Thank you, Cheryle [redacted]