Alan J. Slobodnik, M.S.W.

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint. Our records show on 2/12/16, Mrs. [redacted] purchased a Samsung washer and dryer and elected to purchase a 24-month Repair Service Agreement Plan. We researched Mrs. [redacted]’s complaint and found that she...

contacted our service department on 4/04/17 stating that her dryer is making noise and has a whole in the drum. A service appointment was originally scheduled with our 3rd party service provider [redacted] for 4/6/17 however; there was a glitch in their system which caused Mrs. [redacted]’s work order to show the repairs as being completed. Therefore; we setup a new service appointment to have a Conn’s technician assess the dryer on 4/12/17. During the inspection the technician found a new drum assembly is needed to complete the repairs. Mrs. [redacted] has been contacted and made aware that we have rushed the part order to expedite repairs. Once we received the part we will contact Mrs. [redacted] to schedule installation. 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 [redacted]

Thank you again for the opportunity to respond to Ms. [redacted]'s concerns.  As stated in our previous response we will need a full running bank statement in order to research the matter further.  Again,  Conn's values Ms. [redacted] as a customer and appreciates her for bringing her concerns to our attention.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11418768, 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 am not mrs [redacted] and I have never purchased a recliner. The issue is with Me, [redacted], and my bed mattress that we purchased from Conns. I will attempt to contact again by phone

Thank you for the opportunity to respond to Mr. [redacted]’s additional comments.  As mentioned in Mr. [redacted]’s last response; he was given the option to have the sofa redelivered or have the sofa removed from his invoice and credited to his account, since the sofa was refused.  As of 2/01/17, Mr. [redacted] has not made any attempts to contact us to have his sofa redelivered or credited to his account; Mr. [redacted] is currently in the schedule for 2/03/17.  If this date is not convenient for Mr. [redacted]; he may contact our delivery department at 864-879-0192 to reschedule.  If Mr. [redacted] refuses the sofa; the sofa will be removed from his invoice and a refund in the amount of $1,726.91 (sofa and Furnituregard Plan) will be submitted and processed. In regards to Mr. [redacted]’s Furnituregard Plan; if he is not happy with the coverage, if may cancel the Furnituregard Plan at any time and receive a refund.  We have included a copy of the Service Agreement Cancellation Request form in our response.  Mr. [redacted] may fill out the form and return back to us; he may either mail or fax this form to us at 1-877-237-7681. You can also email it to us at [email protected] 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 the 10% concession offered by Conn's s would be satisfactory to me.

Thank you for the opportunity to respond to Mr. [redacted]’s complaint.   As stated in our previous response, we show that Mr. [redacted]’s service call was canceled due to them stating that no tech was needed. We show that Mr. [redacted]’s dishwasher only has manufacturer’s warranty; in order to move forward Mr. [redacted] will have to continue with service so that we can determine if further repair or a replacement is warranted.  Mr. [redacted] can contact Conn’s Service Department at 1-855-266-6349 to schedule his appointment.  Mr. [redacted] also has the option of contacting the manufacture for service if he is unhappy with Conn’s Service. If we may be of further assistance, Mr. [redacted] may contact our Customer Service Department at 1-877-358-1252.  Kind regards, Kristal [redacted]

Thank you for the
opportunity to respond to [redacted] complaint. After further researching
[redacted] complaint we found she went to her local Conn’s after receiving
a promotional offer to receive 10% off plus 36 months Cash Option if purchased
with Conn’s Credit. [redacted]...

[redacted] elected a [redacted] Grill which
retailed for $949.99 however; they received the item at a discounted price of
$854.99. At the time of purchase, Conn’s also had a promotional offer for free
delivery on all grills $799 and up. Prior to completing their purchase
[redacted]  [redacted] was informed that we are
unable to combine promotional offers and they could either receive the 10% off
plus 36-month cash option or free delivery. Conn’s promotional offers are valid
weekly from Sunday-Saturday; all offers expire at the end of business days on
Saturdays.
[redacted] complaint
has been escalated to upper management for review. The district manager has
attempted to contact [redacted] to address her concerns but he has been
unsuccessful reaching her. Although we are unable to discuss discipline action
taken for Conn’s employee, please be aware that this issue is being addressed
with all parties involved. We appreciate [redacted] for bringing this matter
to our attention and we sincerely apologize for any inconvenience she
experienced during this process.
 
If
we may be of further assistance, [redacted] may contact our customer service
department at [redacted].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.]Yes a credit was issued, however it was not an even exchange, and still not complete. The only refrigerator offered to me similar was over $3,000 not to include the extended warranty.  As stated prior, we were forced to pay the difference and purchase a new service warranty, thru finance, because the model was no longer being sold.  The term 'value' customer is loosely fit.  As it has taken over almost two months to complete an exchange, then the refrigerator that was delivered (Nearly $3500 at this point) is damaged and a service tech was scheduled to be sent out to repair the damaged handles. I'm a commercial truck driver with two little ones at home. I need a proper working refrigerator to perform at the standard and price I paid for. The term 'Valued' customer does not fit.  Only customer for the time being.
Regards,

Thank you for
the opportunity to respond to Ms. [redacted] concerns regarding accounts
[redacted] and [redacted].  Ms.
[redacted] stated she took out a loan to pay off her accounts, but they remained
opened. 
 
According to
our records, Ms. [redacted] called...

our automated system on April 3, 2015 and
received payoff quotes on each account. 
On April 7, 2015, she went to her local Conn’s store and received a
different payoff other than what the automated system gave her. 
 
We will honor
Ms. [redacted] request to close the accounts and remove the any negative
credit marks assessed due to this matter. 
Ms. [redacted] will receive close-out letters in the mail within 30
business day of the accounts closing.  We
ask that Ms. [redacted] please allow the credit bureaus 30-60 days to update
their records. 
 
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]

Thank you for
the opportunity to respond to [redacted]. [redacted]’s concerns regarding account
#[redacted].  [redacted]. [redacted] stated she
has been trying to cancel her Repair Service Agreements on her contract, but it
has not been processed. 
 
According to
our records and...

recorded calls, [redacted]. [redacted] called on March 20, 2015 to request
the Repair Service agreements on her retail installment contract be
removed.  The representative she spoke
with verified [redacted]. [redacted]’s address and requested the RSA cancellation form
be mailed. [redacted]. [redacted] called back on April 2, 2015 and stated she had not
received the forms.  The agent verified
[redacted]. [redacted]’s information once more and requested the forms be mailed to
[redacted]. [redacted].
 
We do not have
record of [redacted]. [redacted] returning the RSA cancellation form to complete her
request. 
 
As a one-time
exception and a goodwill gesture, we have canceled the RSA agreements [redacted].
[redacted] had on her retail installment contract and pro-rated the refund from
March 20, 2015 per the recorded call.  [redacted].
[redacted] received an invoice credit of $589.78.  We have attached a copy of [redacted]. [redacted]’s
payment history for her records as proof of the invoice credit. 
 
We value [redacted].
[redacted] as a customer and sincerely apologize for any inconvenience she has
experienced due to this matter. Thank you,[redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’ complaint. Our records show on 9/18/15, Mrs. [redacted] purchased an [redacted] and elected to purchase a 37-month Repair Service Agreement Plan. We show Mrs. [redacted] signed a 32-month retail installment contract agreeing and...

acknowledging that she was aware her previous account with the remaining balance of $678.17 would be combined with her new purchase. According to our records and Mrs. [redacted] signed contract, her Conn’s account is accurate and does not require adjustments at this time. We researched Mrs. [redacted]’ service history and found that she contacted our service department on 12/31/16 stating her [redacted] is not functioning properly. We received Mrs. [redacted]’ unit in service on 1/10/16; upon inspection, the serviceman found the unit suffered a system crash. The technician reinstalled the operations system, and the system passed all diagnostic tests. Our records show Mrs. [redacted] picked her [redacted] from her local Conn’s on 1/13/17. We sincerely apologize for any inconvenience Mrs. [redacted] may have experienced as a result of the delay. If we may be of further assistance, Mrs. [redacted] may contact us at 1-877-325-1252. Kind regards, Dyeisha W[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.  
CONN's owes me $200 for the time I have had to spend getting them to stop calling me.  I have never heard of this nasty company in my life until they decided to constantly call my phone.  Having told their employees multiple time they are calling the wrong number, they still continue call.  Complaint will be closed upon payment.  
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.  
At the time of the purchase, I was explicitly informed that the mattress protector was GUARANTEED to protect the mattress from stain transfer. The mattress protector was on the mattress at the time of the damage.  If you reference NRS [redacted], you will find that this is considered a breach of contract called a violation of express warranty, which is "an affirmation of fact or promise made by the seller to the buyer which relates to the goods and becomes part of the basis of the bargain creates an express warranty that the goods shall conform to the affirmation or promise."   
Regards,

Thank you for the opportunity to respond to Ms. [redacted]’s concerns regarding account [redacted]9135.  Ms. [redacted] stated she is disputing the remaining balance owed on the account.    According to our records, Ms. [redacted] signed a 32-month retail installment contract on October 24,...

2015.  That contract included our 12-month no-interest financing promotion (“cash-option”).  Per the terms of the “cash-option” Ms. [redacted] agreed to pay $3599.20 on or before the “cash-option” expiration date of October 24, 2016. We have included a copy of Ms. [redacted]’s signed retail installment contract as well as her signed “cash-option” acknowledgement page for her records.    Ms. [redacted] received invoice credits in the amounts of $6.60 and $15.04. This reduced her “cash-option” price to $3577.56.  On March 12, 2016, Ms. [redacted] requested one payment in the amount of $166.77 be moved to account [redacted]2934. That request was completed on March 18, 2016.  As of November 2, 2016, Ms. [redacted] has paid a total of $3435.77 leaving an outstanding balance due of $139.79.  Ms. [redacted] will need to pay $139.79 on the account on or before November 4, 2016 in order to qualify for the “cash-option.”  The interest will be assessed on the account after that date.  We have included a copy of Ms. [redacted]’s payment history for her records.    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.  I have received the check for 96$ but the account has not had the cash option reinstated so that I can settle this out. I just spoke to customer service and was told it has not been done yet. Spoke with them last Wednesday and also Monday the 30th. This has been dragging out for too long and I need someone to actually fix the problem. 
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.  
1. In regards to the company stating that we elected to purchase Conn’s dishwasher replacement installation service...WE DID NOT.  We were told we had to pay Conn's $199. for the installation.    They also state that the dishwasher was installed and signed as received in good order on 12/8/16; no issues were reported at thetime of delivery, BUT I CLEARLY BROUGHT THIS TO THE TECH'S ATTENTION but was told I should purchase the fill kit.  I tried that, but could not find one company that sold them.  2. 'Mr. [redacted]’ contacted delivery stating the unit was not leveled. Our delivery team returned to Mr.[redacted]’ residence and found that the dishwasher is not wide enoughfor the space it was installed inside. Mr. [redacted] requested a second opinion, therefore; we sent a different team to assess the unit. The second delivery team confirmed that the space was too wide for the unit and suggested that Mr. [redacted] purchase a trim kit to help fill the space."  --NONE OF THIS IS CORRECT.  We did not ask for a second opinion...we knew it was off kilter!  AND the second team said we should have a new dishwasher.  They did not suggest the fill kit like the first team. 3. All we want is to get this resolved and if Conn's can actually provide a name of a company that sells them, we would be happy to purchase it.  However, I will make it a point to discourage everyone I speak to not to deal with Conn's especially after seeing how they stretch the facts to make them look ok.   I just need to know who DEFINITELY sells the fill kits.Thank you for your time in trying to get this resolved.  I  
Regards,

Revdex.com:
April 1 makes 1 month since my initial call to Conns. Not only have I loss food. I can not cook food that needs to be stored because I have no way if keeping it fresh. I am using a dorm refrigerator just to keep milk and eggs fresh. I called in all the issues and if Conns had been listening to me they would gave heard that there are two separate problems. I have also left two voice mails for a supervisor who has yet to call me back. A food voucher does not solve the problem.  
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,

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'm really not sure how the response sent in anyway helps to resolve anything.  Conn's is correct, I saw no reason after repeated denial to continue with the warranty.  They fail to mention that, basically they gave me the ole' "so sad too bad".   Why would I pay for something they didn't honor or cover anyway?  If this is the excuse they choose, that AFTER they wouldn't repair the furniture that I cancelled the remainder of the warranty, that is non-sense!  Further, I really only wanted a replacement part, which I said I would pay for, but Conn's could not or would not assist me with this. The only thing they gave me was the name of the manufacturer, but did not have any contact information for them.  I tried to [redacted] contact information but was not successful, which I'm assuming is why they also can't provide any information.  It's fine, I'm not going to continue to battle over this with Conn's.  I also won't just accept that somehow this is "normal wear" nor will I accept that somehow this is my fault.  As far as I'm concerned, my true fault is expecting that spending $1500+ on a sofa and loveseat with Conn's would last more than two years.  That was my ignorance.  Conn's can claim they have tried to resolve this issue, but I see no resolve at all.  
Regards,[redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s additional comments. As stated Mr. [redacted]’s television is covered by the manufacturer’s warranty only; no additional RSA coverage was purchased through Conn’s HomePlus. In Mrs. [redacted]’s response submitted on 1/09/17; Mr. [redacted]’s television was repaired and is functioning up to the manufacturer’s specifications. As of 1/18/17, we have no new service call or indication that Mr. [redacted]’s television is malfunctioning.   Again, we are unable to honor Mrs. [redacted]’s request to exchange her television. As written in Conn’s Return & Exchange Policy: If your product fails while under the manufacturer’s warranty or Conn's RSA, Conn's Factory Authorized Service will repair your product according to these warranties. Mr. [redacted]’s television has been repaired under the Terms and Conditions of his warranty coverage.   If we may be of further assistance, Mrs. [redacted] may contact our Customer Service Department at 1-877-358-1252.   Kind regards,   Jana A[redacted] Customer Relations

Thank you for the opportunity to respond to Mrs. [redacted]’s concerns regarding account [redacted].  Mrs. [redacted] stated   she would like her “cash-option” reinstated.    According to our records, Mrs. [redacted] signed a 24-month retail installment contract on...

September 5, 2015. That contract included our 12-month no-interest financing promotion (“cash-option”).  Per the terms of the “cash-option,” the “cash-option” is void if the required monthly payment is not paid 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 “cash-option” expiration date of September 5, 2016.  We have attached copies of Mrs. [redacted] signed retail installment contract, signed “cash-option” acknowledgment page and payment history for her records.   Conn’s is unable to reinstate Mrs. [redacted]’s “cash-option” due to payments not being made timely one the account and the unpaid portion of the total “cash-option” was not paid by the expiration date.    Mrs. [redacted] also stated she requested a due date change in August 2016.  According to our records, Mrs. [redacted]’s husband contacted us on September 15, 2016.  The agent offered a goodwill due date change at that time.  She informed him that the account would need to be current in order to process the request.  On September 29, 2016 Mrs. [redacted] had us submit the due date change request and the due date was changed to the 15th of each month.    Conn’s values Mrs. [redacted] as a customer and appreciates her for bringing her concerns to our attention.   Thank you, Cheryle [redacted]