Alan J. Slobodnik, M.S.W.

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 contacted us regarding her exchanged furniture being damaged during delivery but has not received a call; 2.        She was told her warranty was voided; and 3.        She is requesting an exchange for different furniture.     Our investigation reveals that: 1.        Ms. [redacted] accepted delivery and signed her ticket acknowledging all item were inspected and no damages were found; 2.        Ms. [redacted] currently has warranty on her furniture until 7/18/20; and 3.        We have agreed to allow Ms. [redacted] the option to exchange her furniture for a different set. .   Our records show on 9/29/17, Ms. [redacted] was approved for an even exchange on her [redacted] sofa and loveseat. Ms. [redacted]’s furniture was scheduled for delivery on 10/1/17. We show Ms. [redacted] signed her delivery receipt acknowledging that she thoroughly inspected the merchandise for damages. Our records show shortly after delivery was completed, Ms. [redacted] contacted that warehouse stating that the delivery team broke the cup holder on the sofa and requested to exchange both pieces for a different set. However; Ms. [redacted] was informed that we are unable to offer an exchange or price concession after delivery has been completed.   We show Ms. [redacted] reached out to us via social media requesting to exchange for a different set as she was unsatisfied with the current model. As a one-time goodwill gesture, we have agreed to allow Ms. [redacted] the option to only exchange her furniture for a different model. Ms. [redacted] has been contacted and made aware that she may visit her nearest Conn’s to re-select new models.   Conn’s values Ms. [redacted] as a customer and appreciated him for bringing this matter to our attention. Sincerely, Conn’s Inc.

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 [redacted] concerns have been forwarded to the proper department to remove his information for our mailing list. We ask to please allow 7-10 business days for the request to be completed. Please excuse any mailers that may...

have been sent our prior to [redacted] request.If we may be of further assistance, [redacted] may contact us at 1-866-765-1513.Kind regards,Dyeisha W[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]

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 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 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

[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.

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,

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.  
[Provide details of why you are not satisfied with this resolution.]. I have read response from Conns and it is, OBVIOUS they will not take responsiblity for their poor actions and will not accept the fact that Conns sold me  a Manufactory Defective TV this damage was confirmed my their own Tech that was sent by Conns to veiw damage it is upsetting to me on how the Major world wide corporation handles their dis- satisfied customers I want to make it clear that Yes I confirmed no Physical Damage on TV but merely a internal manufactory Damage  TV So we understand internal means inside not outside there is no way that could have not been done my myself or during transition this TV had this defect upon building.  Your poor communication by your so called trained salesman was terrible you see allthough we signed contract not one is presented in hand this contract is emailed making it  hard to read at that moment which I feel the salesman should, review with the consumer these are important facts to know at time of purchase but In my situation  the salesman failed miserably Conns, only reached out to me for repair only because their tech confirmed damage otherwise Conns could careless they made their sale another thing I will point out is at the time of contact $734 dollars, was, added to my purchase amount when I asked salesman what is, this charge he stated oh thats, our insurance mind you this salesman did not even mention to us, until I asked this should, have been my que to opt out this is, the shady kind of smthings Conns, does to its, consumer I faxed in my homes owners, insurance to have this charge removed on 9/26/16 this has not bern removed from my account $734 is, alot of money so Ms. [redacted] what response, do you have on this charge and why is it still on my account ?  I do not agree with how Conns has, treated this poor outcome I am very dis satisfied with this Comany I will take further action and have written every local news channel so that I can take this to the media on how Conns sold me a defective TV I want consumers, to know beware of the shady contracts poor communication and defective products I will never shop here again and will let everyone I know how this Company cheated me. 
Regard,  [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.

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.

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]

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 investigation conducted by Conn's was not accurate. They left out  that when the sofas were loaded one of the sofa I signed for was damaged  during  the loading processes by their staff. They  immediately gave a new sofa.Which I didn't sign for. Also Conn's staff told me that the reason I would not get a new sofa  was because  I didn't buy a warranty. I want the Revdex.com to investigate  if Conn's does  this  on purpose  to consumers when a warranty is not purchased. It seems Conn's  employees are very  well trained  to say since you picked up the merchandise and didnt buy warranty you are suck with what is given to you.
[Provide details of why you are not satisfied with this resolution.]
Regards,

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]

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,

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]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]I previously filed a complaint against this business (complaint #[redacted]) for a refund on a remote start. I said this complaint was resolved only because they said they would refund my money. That was December 2nd that I was told that "the check was in the mail". It is now December 27th and I still have not received confirmation that the check is on the way. I have called and told them that if I didn't receive the check by the 26th I would be reopening my complaint and I still have not received it.
Regards,
[redacted]