Alan J. Slobodnik, M.S.W.

Thank you for the opportunity to
respond to Mrs. [redacted]’ complaint. Our records show on 4/20/15, Mrs. [redacted]
purchased a [redacted] 48” 4K Smart TV and elected to purchase a...

25-month Repair
Service Agreement.
We researched Mrs. [redacted]’
complaint and found she contacted Conn’s service department on three separate
occasions dated (6/1/15, 7/10/15 and 8/3/15) regarding repairs for her
television. During Mrs. [redacted]’ last service appointment, the technician found
parts were needed to complete repairs. However; due to a part delay, Mrs.
[redacted] was approved for an exchange under the Terms and Conditions of the manufacturer’s
warranty. We no longer had the same model Mrs. [redacted]’ originally purchased
therefore; she was approved to re-select a different television for up to
$999.99 (which is the original amount paid). Our records show Mrs. [redacted]
initiated her exchange on 8/31/15 and elected a [redacted] 55” Curved 4k Smart TV
for $1199.99 and elected to purchase an additional 49-month Repair Service
Agreement Plan. We sincerely apologize for any inconvenience Mrs. [redacted]
experienced as a result of the delay.
If we may be of further assistance, Mrs.
[redacted] may contact Customer Service at 1-877-358-1252.
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.  
  This was not the response the company had originally gave me but I am glad they have changed their response and will be going to the store to get the new furniture this weekend.

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.  
II also would like to point our I have or never reelected the [redacted] 43" smart tv. I exchanged for an [redacted] I also have never or will I ever go by the name Mr. [redacted].
[Provide details of why you are not satisfied with this resolution.]
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.  
A $200 credit is insulting. I agreed to accept the base as the salesperson said he would take care of it but that I would have to redo the contract as a technicality according to Michael D.; I believed he was a stand up guy and took him at his word. I told him on the phone that I had no qualms rejecting the entire order and taking my business elsewhere; furniture stores are dime a dozen. That follow-up never happened. I have had to call to follow up on it several times. I will not do business with a company that has zero integrity and unscrupulous sales people on its staff. They can have all the merchandise back! 
Regards,
[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]' 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: Conn’s took a payment that was not authorized; and she would like the payment refunded. Our investigation reveals that: Ms. [redacted] processed the payments through our webpay system; and one payment in the amount of $87.26 was mailed to Ms. [redacted] on May 17, 2017. According to our records, Ms. [redacted] scheduled a payment in the amount of $87.26 to process on her account on April 28, 2017.  On April 30, 2017, Ms. [redacted] processed a second payment to the account in the amount of $87.26 through our webay system. One payment in the amount of $87.26 was refunded to Ms. [redacted].  The check was mailed to the address on file on May 17, 2017.  If Ms. [redacted] has not received the refund check on or before June 6, 2017, we ask that she contact our customer service department so we may track the check. Conn’s respectfully disagrees that the payment was unauthorized as Ms. [redacted] scheduled the payments through the webpay system.  Conn’s appreciates Ms. [redacted] for bringing her concerns to our attention.

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.  Again, the statements made are not accurate or truthful  I certainly provided my address and once again, I have active accounts with them at a newer address.  Simply due diligence on their part would have revealed that to them.  Today is 8/15/16. I still have not received the insurance reimbursement.  I received the Warranty refund on 8/6/16, days after filing the complaint  it was postmarked 8/2/16.  Conn's had made some sort of error in sending me my money. I have been damaged in that I have not been able to secure a residence for want of said money. They continue to ask me to be patient. On 8/12/16 I left work early do that I might speak with them inside their business hours  I called at 4:40 PM and was told they had closed. They are supposed to be open until 5:00 PM.I will not keep chasing them for what is due me. They need to send me my money as quickly as possible without any further delay or excuse .Thank you kindly.
[Provide details of why you are not satisfied with this resolution.]
Regards,

Thank
you for the opportunity to respond to Mrs. [redacted]’s complaint. Our records
show on 10/25/15, Mrs. [redacted] purchased a ** washer and dryer and elected to
purchase a 24-month Repair Service Agreement. Mrs. [redacted]’s products were
delivered and received in good order on...

11/1/15.
 
We
researched Mrs. [redacted]’s complaint and found she contacted our service
department on 12/7/15 stating the washer was not agitating or spinning. A
service appointment was originally scheduled for 12/9/15 however; Mrs. [redacted]
re-scheduled her appointment for 12/13/15. During the inspection the technician
found parts were needed to repair. Once the parts were received Mrs. [redacted]
was scheduled for installation on 12/19/15 however; during the installation it
was found that the incorrect parts were received and a new order needed to be
placed to receive the correct parts to complete the repairs. Our records show
there is a part delay therefore Mrs. [redacted] has been approved from an
exchange under the Terms and Conditions of the manufacturer’s warranty.
 
We
attempted to contact Mrs. [redacted] on 1/6/16 regarding her approval but were
unsuccessful and left a voice message. Mrs. [redacted] may visit her nearest
Conn’s location to initiate her exchange. 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]

Thank you for
the opportunity to respond to Mr. [redacted]’s concerns regarding accounts
[redacted] and [redacted].  Mr. [redacted]
stated his accounts were supposed to be merged and have not been.
 
According to
our records, Mr. [redacted] signed a 30-month retail installment contract on...

May
10, 2015.  This contract created account
[redacted] and was a standard installment account.  On May 17, 2015 Mr. [redacted] signed a second
contract created account [redacted] and this contract included our 12-month
no-interest financing promotion (“cash-option”). 
 
Due to the two
accounts having different financing terms and account [redacted] having a “Cash-option”,
the two accounts were not able to be combined. 
 
The $1244.85
that was added to account [redacted] was reversed and added back to account
[redacted].  We have attached copies of your
payment histories that reflect the changes to each account. 
 
Conn’s values you
as a customer and we sincerely apologize for any inconvenience you have
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.  
,
[I have said time and time again this is the poor service that Conn's continues to provide. They have contacted me and again did not respond back to me. How do you know Ms. W[redacted] if they promoted the [redacted] I acquired  as the newest product. Were you there? NO, you were not! So you can pause and re-evaluate your ignorance of the comment that you have sent because obviously you cannot comment on actions that happened if you were not there. Your company are thieves and I will continue to say that. You all lack customer service and will continue to show me that until proven otherwise. I am truly done with your company and will shout from now on and to the mountain tops that you all are rip offs and by far the worst company in all aspects that I have ever dealt with in my entire life.  Also with every issue I have with my laptop I will continue to post my comments and services to the Revdex.com from now on so others can see the horrible service I have received with Conn's( Crooks On National New Schemes).
Regards,

Better Business...

Bureau:
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,
 
The Purchase itself was not in my name as I stated, It is under [redacted].  I paid for the install. Please search and you will find. We made our first payment yesterday. [redacted] made it as I REFUSE to go in the store.Thank you for your help.Regards, [redacted]

Thank you for the opportunity to respond to Ms. [redacted]’s concerns regarding a personal business matter.    We are unable to release information to Ms. [redacted] regarding this matter, as the last name we have on file does not match the last name listed on the complaint.  We will need Ms....

[redacted] to provide additional identifying information such as the last four of her social and the name listed in our system.    Conn’s values Ms. [redacted] and appreciates her for bringing her concerns to our attention.

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint. Our records show on 1/02/17, Mrs. [redacted] purchased a [redacted] console and piers and elected to purchase a 36-month FurnitureGard Plan. Mrs. [redacted]’s console was delivered and signed acknowledging the item...

was received in good order on 1/03/17. We attempted to contact Mrs. [redacted] to discuss her concerns however; the number provided is currently not in service. After further review of Mrs. [redacted]’s complaint, Conn’s has agreed to issue an exchange on the [redacted] fireplace console in attempts to resolve this matter. Mrs. [redacted] may visit her nearest Conn’s to initiate the exchange.   We sincerely apologize for any inconvenience Mrs. [redacted] experienced during this process. 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 Mr. [redacted]’s complaint.  Our records show on 6/08/14, Mr. [redacted] purchased a [redacted] with a 49-month Repair Service Agreement w/Accidental Damage.  Mr. [redacted] was provided a copy of Conn’s Return &...

Exchange Policy which 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.  Mr. [redacted] also signed his invoice acknowledging he was provided a copy of the RSA & ACCIDENTAL DAMAGE brochure and that he understood the coverage associated with the covered product.  Mr. [redacted] elected to pick up his TV from our Arizona location #123; Mr. [redacted] signed his invoice acknowledging his TV was received in good order.    We researched Mr. [redacted]’s complaint and found he contacted us on 2/12/16; stating the TV had red lines displaying on the screen.  After reviewing Mr. [redacted]’s service history we found Mr. [redacted]’s TV was deemed uneconomical to repair, therefore an exchange request was submitted and approved on2/23/16 under the Terms and Conditions of the Repair Service Agreement.  Mr. [redacted] was issued a credit up to the original amount paid which was $1,997.00 to re-select a new TV, because the original model was no longer available.  Mr. [redacted] was advised if he elects a TV that is more expensive than the approved credit given ($1,997.00) he would be responsible for the difference; Mr. [redacted] was also advised since the originally TV was picked up from his local Conn’s he was responsible for bringing the defective unit back to the store before the exchange could be initiated.  Mr. [redacted] was made aware that if he wanted his new TV delivered a delivery fee would be assessed, because he did not originally pay to have his TV delivered.  Our records show Mr. [redacted]’s initiated his exchange on 2/26/16; he elected a [redacted] 65” 4K Ultra HD Smart LED TV model ([redacted]) with a limited 1-year manufacturer’s warranty and no additional RSA coverage was purchased through Conn’s.  As listed in the Terms and Conditions of the Repair Service Agreement Section (7) of the Repair Service Agreement terms and conditions state, “…limit of liability is the replacement value of the covered product, which shall be the cost of replacing the covered product with a product of equal or similar features and functionality, not to exceed the original purchase price of the covered product.”  Therefore, at this time we are unable to honor Mr. [redacted]’s request to credit his account.  Mr. [redacted]’s exchange has been initiated and his new TV was received in good order on 2/26/16. If we may be of further assistance; Mr. [redacted] may contact our Customer Service Department at 1-877-358-1252.     Kind regards,  Jana [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.  
  Chair has been replacedthanks for your help in resolving this issue

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to Ms. [redacted]s 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 the complaint: 1.     She has contacted us numerous times regarding her refund check but has been getting the runaround; and 2.     She is requesting to receive her refund as soon as possible.   Our investigation reveals that: Due to a clerical error there has been a delay processing Ms. [redacted]s refund check; and We have submitted a request to expedite Ms. [redacted]s refund check.   We researched Ms. [redacted]s complaint and found that there was an overpayment on her Conn’s account after the account was closed. Our records show there was a delay processing Ms. [redacted]s refund due to a clerical error. We have submitted a request to our accounting department to expedite Ms. [redacted]s refund check. We ask that Ms. [redacted] please allow 3-5 business days to receive her refund check.   We sincerely apologize for any inconvenience Ms. [redacted] experienced as a result of the delay.   Conn’s value Ms. [redacted] as our customer and appreciates 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. Mrs. [redacted]’s concerns were addressed directly with the district manager under Conn’s guidelines. Again, we sincerely apologize for any inconvenience Mrs. [redacted] experienced during this process and we are happy that her issue has been resolved. We appreciate Mrs. [redacted] business and we value her as a Conn’s customer. If we may be of further assistance, Mrs. [redacted] may contact Customer Service at 1-877-358-1252.  Kind regards,Dyeisha [redacted]

Thank you for the opportunity to respond to MS. [redacted] concerns regarding account [redacted]2930.  Ms. [redacted] stated she began receiving collection calls for the past due balance on her account.   According to our records, Ms. [redacted] signed a 24-month retail installment contract on March...

20, 2016.  She agreed to have her minim monthly payment due on the 1st of each month.    When a payment is late, we routinely begin call attempts to the telephone numbers provided on the credit application, as a reminder to ensure payments will be made timely. It is normal practice for our company to begin call attempts to assist consumers from falling behind on their account. Ms. [redacted] may pay on-line, in her local Conn's store, by mail, or over the phone if it is more convenient for her, before the due date. Additionally, if Ms. [redacted] pay date has changed, she may benefit from requesting a change of her due date each month. We ask that Ms. [redacted] contact us if she would find this beneficial.   Although Conn’s would prefer to keep the lines of communication open, we have placed a cease communications on the telephone numbers associated with her account.   Conn’s values Ms. [redacted] as a customer and appreciates her for bringing her concerns to our attention.   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.  
Once again. They are still skipping around. How many times must I state that the service man wrote that he cleaned my SPOTcleaned my furniture but did not actually touch it? This company is not holding up there end of the agreement. They are saying there are no records or me calling?? Do I need to hire an attorney and have all my phone records pulled showing how many times I have called and how many times they just give me another number? I'm so angry and uo set. I will never give them my business again. I will continue to pay my dept but will look for a different company to fill my home.
Regards,

Thank you for the opportunity to respond to Mr. [redacted]’s complaint. Our records show on 4/11/14, Mr. [redacted] purchased the [redacted] Reclining sofa and elected to purchase a 48-month FurnitureGard Plan. We researched Mr. [redacted]’s complaint and found he has contacted our...

service department on five separate occasions dated (3/15/15 until 2/9/16) for repairs regarding his sofa. During Mr. [redacted] lasted service appointment on 2/27/16; the serviceman found the left seat mechanism was not functioning properly and a new mechanism was needed for repair. We show the part was ordered through the manufacturer and shipped to Mr. [redacted]’s residence on 3/3/16 however; Mr. [redacted] contacted service stating both the left and right mechanism needed to be repaired. After further researching Mr. [redacted]’s service needs, Conn’s approved an exchange under the Terms and Condition of the FurnitureGard Plan for up to $989.99 (which is the original amount paid) to re-select. Mr. [redacted] may visit his nearest Conn’s location to initiate his exchange. We sincerely apologize for any inconvenience Mr. [redacted] experienced during this process.   If we may be of further assistance, Mr. [redacted] may contact Customer Service at1-877-358-1252. 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.  
[Provide details of why you are not satisfied with this resolution.]
Regards,
I should not have to visit the store to get an item replaced! This is absurd. Why would I need to waist my time in your store to get an item replaced? It seems this could be done over the phone, that would make since correct? I will call the store to make arrangements for delivery.