Alan J. Slobodnik, M.S.W.

Thank you for the opportunity to
respond to Mrs. [redacted] complaint. We researched Mrs. [redacted] complaint
and found that her issue has been addressed. Our records show on...

9/18/15, we
delivered and successfully installed Mrs. [redacted] a new dishwasher.  We have no records indicating Mrs. Thibeaux
has contacted us regarding any further issues she is experiencing with her
dishwasher since delivery was completed. 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 [redacted]

Thank you for the opportunity to respond to Mrs. [redacted] additional comments. Our records show on 1/18/17, Mrs. [redacted] refrigerator was approved for an exchange for up to $1699.99 due to the unit was deemed non-repairable. We show on 1/21/17, Mrs. [redacted] visited Conn’s and...

re-selected a ** Side-by-Side refrigerator which comes with a 1-ear limited manufacturer’s warranty. Mrs. [redacted] new unit was deliverd and signed acknowledging the item was received in good order on 1/22/17. 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] concerns regarding account [redacted]  Mr. [redacted] stated he paid the settlement amount on his account but his account is still opened.   According to our records, on January 9, 2017 Mr. [redacted] agreed to pay a settlement amount of...

$1071.00. He was to make the following payments:   Payment date       Amount 1/13/2017             $200.00 1/20/2017             $100.00 2/3/2017               $257.00 3/17/2017             $257.00 4/17/2017            $257.00    Mr. [redacted] made the payments on January 13, 2017 and January 20, 2017; however, the payment scheduled for February 3, 2017 was declined. This voided the terms of the settlement agreement.   On February 7, 2017 we spoke with Mrs. [redacted] and she agreed to schedule a payment for $120.00.  We informed her that if the payments are not made as scheduled the settlement agreement is void.  As a gesture of goodwill, we agreed to reinstate the settlement agreement if a payment was made in the amount of $120.00 on February 7, 2017 and a payment of $137.00 was made on February 17, 2017; however, the payment scheduled for February 17, 2017 was declined voiding the settlement agreement for the second time.     We spoke with Mrs. [redacted] again on February 23, 2017.  She made a payment in the amount of $650.99.  Ms. [redacted] paid the original settlement amount offered; however, that agreement was void on two separate occasions due to payment arrangements not being satisfied.    On April 3, 2017, Conn’s agreed to honor the original settlement agreement for a third time.  We are in the process of closing the account.  We ask that Mr. [redacted] please allow up to 30 business days for the account to close.  Once the account closes, Mr. [redacted] will receive a close out letter in the mail.   Conn’s values Mr. [redacted] as a customer and appreciates him for bringing his concerns to our attention.

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]

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]

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]

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 was told she qualified for a free 55” TV with her purchase, but the item was not delivered; 2)      she is requesting to receive the free TV.        Our investigation reveals that: 1)    at the time of purchase, Ms. [redacted] qualified to receive a free 50” TV with our promotional offer while supplies last and 2)    we have agreed to deliver Ms. [redacted] the original 50” TV that was offered during the promotion.   Our records show on 5/1/17, Ms. [redacted] purchased a [redacted] side-by-side refrigerator, the [redacted] dining room table with six chairs and sideboard, the [redacted] cream chair and ottoman and a lamp. We show Ms. [redacted] qualified to receive a free 50” Roku television with her purchase.   Our records show Ms. [redacted] items were scheduled for delivery on 5/3/17. All items were delivered in good order except for the television which was not available for immediate delivery. We show the television was no longer in stock, therefore, Ms. [redacted] was offered the option to either receive a free [redacted] or receive free delivery. Ms. [redacted] declined both offers stating she only made the purchase because she was told she would receive a free television.   After further research, we were able to locate the original television that was offered during Ms. [redacted] purchase period. We attempted to contact Ms. [redacted] on 7/12/17 to schedule her delivery but was unsuccessful. Our records show Ms. [redacted]’s television is currently scheduled for 7/13/17.   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]

Thank you for the opportunity to respond to Mrs. [redacted] complaint. We contacted the store manager where Mrs. [redacted] made her purchase and was able to confirm that the model number listed on her invoice is a firm mattress. We attempted to contact Mrs. [redacted] on 5/20/16 to...

discuss her concerns but were unsuccessful and left a voice message to return our call. For further review, we ask that Mrs. [redacted] provide a photo of the model number for the mattress she received to verify it is the correct model that is listed on her invoice. If we may be of further assistance Mrs. [redacted] may contact our Customer Service department at 1-877-358-1252. 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.  The leather pealing is an unfortunate byproduct stemming from inferior material. The problem that I have is indeed structural, which the warranty does cover. The leather is TEARING at the threads. Also, I was SOLD by your salesman that the warranty covered ANYTHING that happened to the furniture. He used an example of kids coloring over with markers. This is obviously an outright LIE and I have three witnesses that were present when the lie was told. They will be more than happy to testify. I want this furniture replaced and I am not above going to small claims court, social media and whatever means I must to get the word out that Conns does not only sell inferior products at inflated prices but also does not stand behind their legal obligations to cover warrantable defects in to the good that they sell.
Regards,[redacted]

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]

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,

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]

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,

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.  
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:
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.

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 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.

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.