Alan J. Slobodnik, M.S.W.

Thank you for the opportunity to respond to Mrs. [redacted] complaint. Our records show on12/18/13, Mrs. [redacted] purchased a [redacted] washer and dryer and elected to purchase a 48-month Repair Service Agreement Plan.   We researched Mrs. [redacted] complaint and found she contacted our service...

department on8/4/16stating her dryer was not drying her clothes. Mrs. [redacted] service appointment was scheduled with a 3rd party certified technician due to her location. The service provider stated they attempted to contact Mrs. [redacted] on several occasions using the phone number on file but was unsuccessful. Our records show Mrs. [redacted] contacted the service department on8/17/16to get an update regarding her appointment but was advised the technician was unable to reach her on the number listed. Mrs. [redacted] provided an alternate contact number and the information was forwarded to the service provider to schedule an appointment. We show Mrs. [redacted] is currently scheduled for service on 8/30/16; once the technician assess the dryer we can determine what further actions are required.   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 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.  
[Provide details of why you are not satisfied with this resolution.]
Regards,
  Is anyone at the Revdex.com reading these responses by Conn's? This last response from Conn's has a lot of contradictions that I'm surprised that no one at the Revdex.com has caught on to the games Conn's has been playing to skirt the issue. The issue is" THE WASHER THEY SOLD ME WAS DEFECTIVE.Read their statements carefully and you'll notice their nonsense. If this issue cannot be resolved soon. I will have no other alternative but to seek legal assistance in this matter. Thank you.

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint. We researched Mrs. [redacted]’s complaint and found on 1/21/15; Mr. [redacted] was approved for an exchange on his refrigerator under the Terms and Conditions of the RSA Plan. However, Mr. [redacted] elected not to...

initiate his approved exchange and opted to continue with service since Conn’s no longer carried the same model he originally purchased. Our records show on 2/3/15the technician replaced the [redacted] to complete repairs and reported the unit was functioning properly. Mr. [redacted] contacted service again on 3/27/15 stating water is leaking in the crispers and making a popping noise. Mr. [redacted] was once again offered the option to exchange the unit however; he declined an exchange and requested to continue with repairs. A service appointment was scheduled for 4/4/15; the technician cleared out the drain line and adjusted the setting however no parts were required to complete repairs. We have no records showing Mr. [redacted] has contacted us regarding any further repair needs since the unit was last inspected on 4/5/15. At this we are unable to honor Mrs. [redacted]’s request; Mr. [redacted] elected not to exchange his unit and opted to continue with service repairs. Mr. and Mrs. [redacted] have not contacted us since the last service order was completed on 4/5/15 or prior to the expiration of the RSA dates 4/29/16regarding any issue with the refrigerator. As of 4/29/16, Mr. [redacted] no longer has coverage on his unit with Conn’s; any further repair needs will be an out-of-pocket expense. If we may be of further assistance, Mrs. [redacted] may contact us at 1-866-765-1513. Kind regards, Dyeisha [redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’ account regarding a purchase under [redacted]. Our records show on 4/18/15, Mr. [redacted] purchased a [redacted] dishwasher and elected to purchase a 48-month Repair Service Agreement. We researched Mrs....

[redacted]’ complaint and found on 11/29/16, Mr. [redacted] was approved for an exchange for up to $397.00 (which is the original amount paid) due to the unit was deemed uneconomical to be repaired. Our records show Mrs. [redacted] contacted our customer service department stating that she was unable to find a dishwasher within the price range. Mrs. [redacted] was advised that the credit was approved for the original amount paid as listed under the Terms and Conditions of the RSA Plan; any additional fees will be an out-of-pocket expense. Please see Terms and Conditions- Number (9): [redacted] Mr. [redacted] may visit his nearest Conn’s to re-select a different unit for up to $397.00, or he may elect to receive a refund of $397.00 instead of the exchange. If Mr. [redacted] elects to receive a refund instead of the exchange, we will make arrangements to pick up the dishwasher to process the credit to his account.  If we may be of further assistance, Mr. or 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 Ms. [redacted]’ concerns regarding her accounts.  Ms. [redacted] stated she had two existing
accounts with Conn’s, made a new purchase and the two existing accounts were
added on to the new account. 
 
According to
our records, Ms....

[redacted] had two existing accounts with Conn’s; account
[redacted] and [redacted].  Ms. [redacted] made
an additional purchase on August 10, 2015 creating account [redacted].  On August 10, 2015, Ms. [redacted] signed a 32-month
retail installment contract.  This
contract added on the balance from account [redacted]; however, it did not include
the balance from account [redacted].  Ms.
[redacted] continued to make the payments on account [redacted].  No additional payments were applied to
account [redacted] after it had been merged with account [redacted]. 
 
Ms. [redacted]
stated she was not aware her account number had changed.  Ms. [redacted] received a new payment booklet in
the mail with the new account number within 7-10 business days of the account
opening. 
 
Ms. [redacted]
currently has two accounts opened with Conn’s. 
Account [redacted] and [redacted]. 
We have included a copy of Ms. [redacted]’ payment histories, and signed
retail installment contracts for her records as verification that the payments have
been applied to the correct accounts. 
 
We value Ms.
[redacted] as a customer and appreciate her for bringing her concerns to our
attention.  Thank you,Cheryle [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 Mrs. [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 his purchase by calling our Customer Service Helpdesk at 1-877-358-1252, or on-line at www.conns.com.     Mrs. [redacted] stated in her complaint that: she canceled the warranty on the refrigerator; she paid her account balance in full; she believes she overpaid the account; and she would like a refund for $163.88.   Our investigation reveals that: Mrs. [redacted] canceled the Repair Service Agreement (RSA) on the refrigerator; she paid the account balance in full; the account was not overpaid; and Conn’s respectfully disagrees that a refund is owed on the account. According to our records, Mr. [redacted] signed a 34-month promissory note and security agreement on November 19, 2016. The agreement included our 12-month no-interest financing promotion (“cash-option“). The total “cash-option” price was $1181.29.  This amount included $1039.17 for the product. The refrigerator was $799.99, the RSA was 139.99, the water line was $19.99, and $79.20 for taxes.  The credit insurance for the “cash-option” period was $42.12 and there is a $100.00 administrative fee.    Mrs. [redacted] provided proof of insurance which reduced the total “cash-option” to $1139.17.  On May 22, 2017, Mrs. [redacted] opted to cancel her RSA coverage.  Per the terms of the RSA cancellation request, requests made after 30 days of the purchase will receive a pro-rated refund based on time elapsed from the original date of purchase, less any cancellation fee and less the costs of any claims paid prior to the cancellation request.  Mrs. [redacted] did not have any claims and received a pro-rated credit of $98.19.   Once the RSA coverage was canceled, Mrs. [redacted]’s total “cash-option” price was $1040.98.  Mrs. [redacted] made four payments in the amount of $53.88 and two payments in the amount of $60.00 and one payment in the amount of $705.46 bringing the total paid to $1040.98.    Conn’s respectfully disagrees that Mrs. [redacted] overpaid the account as the paid the amount owed. We have included a copy of the payment history for her records.    Conn’s values Mr. and Mrs. [redacted] as customers and appreciates Mrs. [redacted] for bringing her concerns to our attention.

Thank you for the opportunity to respond to Mrs. [redacted]’s additional comments. Since our previous response, the technician returned to Mrs. [redacted]’s residence on 11/16/16 and installed a new plate sensor and assembly holder PCB to complete the repairs. The technician reported he tested the washer and unit are functioning up to specifications. Our records show Mrs. [redacted] contacted the service department again on 11/22/16 regarding the same issue and was scheduled to have the unit re-assessed on 12/1/16 however; she refused further service. Therefore, the service order was canceled. Again, at this time Mrs. [redacted]’s washer does not meet the qualifications for an exchange, however; we will continue with any covered repairs. Mrs. [redacted] may contact our service department at 1-855-266-6349 to schedule an appointment at her earliest convenience.  If we may be of further assistance, Mrs. [redacted] may contact us at 1-866-765-1513. 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.  
[Provide details of why you are not satisfied with this resolution.]
Regards,
I do understand contracts. But I also understand customer satisfaction and your company has none. I still think that after 4 different repairs in under 3 years and another attempt to repair happening today, I think something should be done. I have been without and ice make for nearly 30 days this time, that should matter to someone other than me.

Thank you for the opportunity to respond to Mr. [redacted] additional complaint. Conn’s does not waive restocking fees for products returned within 24-hours; please see Return/Exchange Policy http://www.conns.com/returns-and-exchange/. Mr. [redacted] restocking fee was waived as a gesture of goodwill due to he stated the item was an older version and wanted to re-select a current model. Mr. [redacted] re-selected the [redacted] 13” [redacted] Pro Retina and signed acknowledging he received the item in good order on 7/22/16. As previously mentioned; Conn’s does list the specifications on our shelf tag for all [redacted] laptops as well as provide display models for the consumer to interact with before making a purchase. Mr. [redacted] acknowledges that he currently has a 2015 model which is what he requested in his original complaint (Desired Settlement:  I would like a full refund and or exchange for a 2015 model [redacted] Pro as describe). Therefore; we are unable to honor Mr. [redacted] request to exchange his unit again without the required 15% restocking fee. Mr. [redacted] has been advised that he has until 8/5/16 to return/exchange his unit with the required restocking fee before the time-frame expires. If we may be of further assistance, Mr. [redacted] may contact us at 1-866-765-1513.   Kind regards, Dyeisha [redacted]Customer Relations

Thank you again for the opportunity to respond to Ms. [redacted]'s concerns regarding her account.  Ms. [redacted]'s account has been closed as of March 3, 2017.  We have attached a copy of her payment history as confirmation that the account is now closed. Conn's values Ms. [redacted] as a customer and sincerely apologizes for any inconvenience she experienced due to this matter.

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint. We were unable to locate Mrs. [redacted]’s account with the information provided. We attempted to contact Mrs. [redacted] on 3/22/17 and 3/23/17 to discuss her concerns but were unsuccessful and left a voice message to return our call. Mrs....

[redacted] may contact us at 1-866-765-1513 for further assistance.   Kind regards, Dyeisha W[redacted]Customer Relations 1-866-765-1513

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.] Again, this is not my clients fault. You are coming after my client again for collection efforts through an Outside agency.  You refused payment. It is not my clients fault that you have a policy or procedure that restricts you from taking payment.  Its now your issue and I'm asking you to deal with it!  Mr [redacted] will not contact this outside agency. This is your responsibility to stop this or any other outside collection efforts. Consider this your final warning! [redacted]Cc: [redacted] Re:  Account [redacted]

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to Mr. [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, 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] has stated in his complaint: this is his 5th service call on his [redacted] door refrigerator; and He would like to have his refrigerator replaced.Our investigation reveals that: Mr. [redacted] has contacted us on four separate occasions regarding his [redacted] door refrigerator dated 9/11/17, 10/25/17, 12/18/17, and 2/01/18.Mr. [redacted] is scheduled for service on 2/09/18.  Once we have the technician’s report from Mr. [redacted]’s refrigerator assessment; we will be able to determine what further action is needed.  Thank you for the opportunity to respond to Mr. [redacted]’s complaints.  Our records show on 5/20/16, Mr. [redacted] purchased a [redacted] door refrigerator with a 48-month Repair Service Agreement.  Mr. [redacted]’s refrigerator was delivered on 5/25/16 as requested. Mr. [redacted] was provided with 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 products according to those warranties.  To ensure transparency this information can be found on Conn’s website at: http://www.conns.com/returns-and-exchange/. We researched Mr. [redacted]’s complaint and found that he contacted us on four separate occasions dated from 9/11/17 through 2/01/18.  On 9/11/17, Mr. [redacted] contacted us; stating his ice-maker not working properly.  A service call was scheduled and during the inspection the technician found that parts needed to be replaced.  On 10/11/17, the technician installed a new assembly case fan Auger motor.On 10/25/17, Mr. [redacted] contacted us; stating his ice-maker was freezing up.  A service call was scheduled and during the inspection the technician found that parts needed to be replaced.  On 11/10/17, the technician installed a new ice-maker, case auger, and A/S epoxy.On 12/18/17, Mr. [redacted] contacted us; stating the ice-maker is freezing up and not making ice.  A service call was scheduled and during the inspection the technician adjusted the ice-maker fill tube and defrosted.On 2/01/18, Mr. [redacted] contacted us again; stating the ice-maker was not functioning correctly.  Mr. [redacted] was scheduled for service on 2/06/18 but due t the technician being ill he was rescheduled to 2/09/18. At this time we are unable to honor to Mr. [redacted]’s request.  Mr. [redacted] is currently scheduled to have his refrigerator assessed on 2/09/18.  Once Mr. [redacted]’s refrigerator has been assessed and we receive the technician’s report; we will be able to determine what further action is needed.  Conn’s values Mr. [redacted] as our customers and appreciates him for bringing this matter to our attention. Sincerely, Customer RelationsConn’s Inc.

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] has stated in the complaint: 1)       She requested to receive a refund instead of exchange but has been getting the runaround regarding the refund; and   2)       She requested a return call from corporate.       Our investigation reveals that: 1)    Mrs. [redacted]’s refund check was submitted for processing on 7/13/17. We ask to please allow up to 7-14 days to receive check by mail; and 2)    We attempted to contact Ms. [redacted] on 7/25/17 but was unsuccessful in our attempt.   Our records show on 7/3/17 Ms. [redacted]’s was approved for an exchange on her 78” [redacted] TV under the Terms and Conditions of the Repair Service Agreement.   We show Ms. [redacted] requested to receive a refund in lieu of the exchange due to she was unable to find a similar model. Our records show on 7/6/17; we scheduled our delivery team to pick up the damaged unit from Ms. [redacted]’s residence in order to process the check refund. However; Ms. [redacted] was not available during the scheduled time therefore she was rescheduled on 7/13/17. Once we confirmed the unit was returned to our warehouse, we submitted a check refund in the amount of $7577.49 to be mailed to the address listed on file. We ask Ms. [redacted] to please allow up to 7-14 business days for the processing and to receive the refund check.                   Conn’s values Ms. [redacted] as a customer and appreciates her for bringing this matter to our attention.

Thank you for the opportunity to respond to Mr. [redacted]’ concerns regarding account [redacted].  Mr. [redacted] stated he overpaid his account balance and would like his refund sent to him.   According to our records, Mr. [redacted] made a payment of $850.18 on March 4, 2017. This overpaid his...

account by $180.18.  Pease note, it may take up to 30 calendar days to process an overpayment refund on an account. The payoff amount and account information must be verified before we can release the refund check. We must also confirm the payment has cleared the customer's financial institution before a refund for overpayment can be processed. We ask that Mr. [redacted] please allow 30 days for processing.    We have included a copy of his payment history for his records.   Conn’s values Mr. [redacted] as a customer and appreciates him for bringing his 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 have determined that this proposed action would not resolve my complaint.  Why the same response word for word as twice before. The store provided a credit invoice in the amount of $139.79 as a price guarantee 2 days after my purchase. They (corporate) have that credit invoice as well as I have provided a copy of it to them and the Revdex.com. Why are they not acknowledging it and crediting it? I paid my account in full during the no interest period. My balance is -0-. 
Regards,[redacted]

Thank you for the opportunity to respond to Mr. [redacted] complaint. Our records show on 4/9/15, Mr. [redacted] purchased a [redacted] loveseat which comes with a 1-year limited manufacturer’s warranty that expired on 4/10/16; no additional coverage was purchased with...

Conn’s. We researched Mr. [redacted] service history and found he contacted us on two separate occasions regarding repairs for his loveseat.·         11/2/15- Contacted service stating the screws feel out of the unit. A service appointment was scheduled for 11/10/15; during inspection the serviceman found the screws on the floor and the left recliner separated from the console. The serviceman was able to use the screws to reattached and line the left mechanism to complete repairs.·         3/28/16- Contacted service stating the springs is coming out from underneath the unit. An appointment was scheduled for 4/5/16; during the inspection the serviceman found multiple issues. The left mechanism bent, the inner seat springs popping, material fading, left panel discolored and fabric peeling. The serviceman notated that Mr. [redacted] would not accept service and stated he wanted to re-select because he was unsatisfied with the unit. Although our records show Mr. [redacted] refused service during his last inspection, Conn’s has agreed to continue repair needs for the mechanism and springs only; fading, discoloration and peeling is not covered under the [redacted] of the manufacturer’s warranty. We will contact Mr. [redacted] with the first available date to continue service. If we may be of further assistance, Mr. [redacted] may contact our Customer Service department at [redacted] Kind regards, Dyeisha [redacted]

Thank you for the opportunity to respond to Mr. [redacted]’s complaint. We researched Mr. [redacted]’s complaint and found on12/26/16; he was approved for an even exchange on his loveseat due to repair delay. Our records show Mr. [redacted] contacted our service department requesting to have the new...

loveseat delivered. Mr. [redacted] was informed that he originally elected pickup her merchandise, therefore; he would need to return the old unit and pick up the new loveseat. We spoke to the store manager who stated that Mr. [redacted] was offered the option to have Conn’s deliver his new loveseat and pickup the old unit for the standard delivery fee of $149.99 however; he declined. Our records show as of1/7/17, Mr. [redacted] initiated his approved exchange and picked up his new loveseat.   Conn’s FurnitureGard Plan does offer the option to transport products if some work must be done at one of our authorized repair centers. However; Mr. [redacted]’s loveseat was inspected at his residence and did not require the unit to be transferred to a repair center. The warranty does not cover transportation of the product when the item is exchanged unless the original product(s) were delivered. Mr. [redacted] may refer to his T&C’sNumber (11):TYPES OF SERVICE AND SERVICE LOCATION.     If we may be of further assistance, Mr. [redacted] may contact us at1-877-325-1252.   Kind regards,   Dyeisha W[redacted]

Thank you for the opportunity to
respond to Mr. [redacted]’s complaint. Our records show on 4/2/15, Mr.
[redacted] purchased a [redacted] refrigerator and elected to purchase...

a
24-month Repair Service Agreement Plan.
 
We researched Mr. [redacted]’s
complaint and found he contacted our service department on 7/20/15 stating his
refrigerator is not cooling. A service appointment was scheduled for 7/28/15;
during the inspection the technician found parts were needed to complete
repair. Mrs. [redacted] contacted our Customer Service department on 7/28/15
stating they did not want parts ordered for the refrigerator and requested an
exchange. Mrs. [redacted] was informed the unit did not qualify for an exchange
at this time however; we would need to continue with service. We show on
7/30/15; the technician returned to Mr. [redacted]’s residence and installed a
new main board and reported the refrigerator was functioning properly. As of
8/5/15, Mr. [redacted] has not contacted us regarding any further issues he is
experiencing with his refrigerator since repairs were completed. We sincerely
apologize for any inconvenience Mr. [redacted] experienced as a result of the delay
scheduling his initial appointment.
 
At this time we are unable to honor
Mr. [redacted]’s request for an exchange; the refrigerator has been repaired
and currently functioning properly. We have attached a copy of Conn’s Food Loss
claim for Mr. [redacted] to fill out and return for processing.
 
If we may be of further assistance, Mr.
[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 Mr. [redacted]’s concerns regarding accounts [redacted]
and [redacted].  Mr. [redacted] stated he
specifically told the sales associate not to combine his accounts.
 
According to
our records, Mr. [redacted] signed a 24-month retail installment...

contract on March
6, 2015.  This contract created account
[redacted].  On May 24, 2015, Mr. [redacted]
signed a 32-month retail installment contract creating account [redacted].  Mr. [redacted] had an outstanding balance of
$831.09 on account [redacted] which was added on to the signed retail installment
contract which created account [redacted]. Mr. [redacted] accepted the terms of the
contract at the time of purchase on May 24, 2015. 
 
Mr. [redacted] also
stated he began receiving collection calls on June 25, 2015.  . Mr.
[redacted]’s signed retail installment contract lists the payment due date as the 24th
of each month.  When the payment is late,
we begin call attempts as a reminder to ensure payments will be
made timely. It is a normal practice for our company to begin call attempts the
first day the payment is late. To prevent the calls Mr. [redacted] has the option to
pay on-line, in her local Conn's store, by mail, or over the phone if it is
more convenient for him, before the due date.
 
We are unable
to accept the return of the television, as it is outside the terms of our
return exchange policy. 
 
We value Mr.
[redacted] as a customer and appreciate him brining his concerns to our
attention.  Thank you,Cheryle [redacted]