Alan J. Slobodnik, M.S.W.

Revdex.com:
This letter is to inform you that Conns Appliance, Inc. has carried out to my satisfaction the resolution it proposed for my complaint, filed on 6/30/2015 11:07:42 AM and assigned ID 10693778.
Regards,

Thank you for the opportunity to respond to [redacted]
concerns regarding credit inquiries from Conn’s on his credit
reports. 
[redacted] stated he called his local store to discuss
promotions and the sales associate processed a credit application...

over the phone
without his knowledge. 
 
[redacted] contacted his local store to see what
promotions and financing were available.  We are
unable to tell a potential customer exactly what they will qualify for without
imputing their information in the system. 
 
As a one-time offer and a goodwill gesture, we will remove the credit inquiries from [redacted] credit reports that posted in May 2015.  We ask that
[redacted] please allow 30-60 days for the credit bureaus to update their
information. 
 
We value [redacted] and appreciate him bringing his
concerns to our attention and apologize for any inconvenience he has experienced due to this matter. Thank you,Cheryle S[redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s additional comments. Since our previous response, we verified that the technician inspected the unit and found the screen is damaged and reported the unit could not be repaired. As mentioned in our previous response, Mrs. [redacted] signed her delivery ticket acknowledging the television was received in good order. We are unable to determine when or how the damages may have occurred once the delivery is completed. We have reviewed the photos provided by Mrs. [redacted] as well as the photo taken at the time of delivery and confirmed that no damages were visible at the time of delivery. The photos also provide evidence that the television was moved to a different location after the delivery was complete by someone other than Conn’s. Although physical damage is not covered under the manufacturer’s warranty; Mrs. [redacted]’s unit has been approved for an exchange under the Terms and Conditions of the [redacted] Plan purchased. Mrs. [redacted] may visit her nearest Conn’s to re-select a television for up to $799.99 which is the original amount paid. 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.  
[Provide details of why you are not satisfied with this resolution.]
Regards,
 NONE of the fees were disclosed by the company. When we were asked to sign the papers they only show you the signature box.  This is deception.  I do not agree to pay the undisclosed fees.

Thank you for the opportunity to respond to Ms. [redacted] concerns regarding account [redacted]3330.  Ms. [redacted] stated she provided a copy of her homeowner’s insurance and would like the insurance credited back on her account.  She stated she would like a price match for the television she...

purchased as it went on sale for Black Friday, and she would like the difference back.  Additionally, Ms. [redacted] stated she needed service on her television and wanted the television exchanged.   According to our records, Ms. [redacted] signed a 36-month retail installment contract on November 11, 2016. She stated she provided proof of insurance and would like the property insurance credited to her account. An insurance credit in the amount of $272.23 was applied to Ms. [redacted] account on November 30, 2016.    Ms. [redacted] also stated she would like a price match on her television as it went on sale for Black Friday.  Conn’s does not offer price match guarantees for our Black Friday or other holiday sales.    On December 17, 2016, Ms. [redacted] contacted us requesting service on her television.  On January 13, 2017, Ms. [redacted] television was approved for an exchange.  On January 17, 2017, Ms. [redacted] exchanged the television.   Conn’s values Ms. [redacted] as a customer and appreciates her for bringing her cocnerns to our attention.

Thank you for the opportunity to
respond to [redacted] complaint. Our records show on 3/15/15, [redacted]
purchased a ** microwave and floor model (sold as is) trim...

kit.
After further review and research,
we were able to confirm that the trim kit [redacted] received at the time of
purchase did not include all the parts to properly mount the microwave. After
unsuccessfully attempting to locate the parts for the trim kit, Conn’s agreed
to return the trim kit without the restocking fee. [redacted] later contacted
our Customer Service department and requested to return the microwave because
they could not use it without the trim kit. However the request was denied due
to the 30-day time frame to return or exchange the product had exceeded.
We spoke to [redacted] on 8/31/15
and informed her that as a gesture of goodwill, Conn’s has agreed to return
both the trim kit and microwave if items are received back in new condition. Mrs.
Israel is aware that she may return her items to her local Conn’s to initiate the
refund of $439.75 back to the Visa Card used to make the purchase. We sincerely
apologize for any inconvenience [redacted] and [redacted] experienced during this
process. 
If we may be of further assistance, Mr.
Israel may contact Customer Service at [redacted]
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.  
[Provide details of why you are not satisfied with this resolution.]this resolution in unsuitable due to the fact that the panel board that has overheated on this unit for the 3rd time and is a fire hazard due to overheating and causing to have to have the unit serviced for the same problem 3 times and this time burnt out the other part that Conns is stating, tech stated that the other part burnt out due to the overheating of the panel board......yes I did refuse service for part replacement being this is the 3rd time this has happened since I bought the unit in 2014, I will only accept replacement of the unit not just parts
Regards,

Thank you for the opportunity to respond to [redacted] complaint.  We researched [redacted] complaint has been addressed and resolved.  Our records show [redacted] was scheduled for delivery on 7/10/15; however due to an installation issue [redacted] refused delivery and...

all appliances were refused.  After further research we found [redacted] invoice was completed in error and as of 7/20/15 this error has been corrected.  [redacted] has been issued a full credit of $5,269.58 has been issued to [redacted] account.  We sincerely apologize to [redacted] for any inconvenience she experienced during this matter. If we may be of further assistance, [redacted] may contact our Customer Service department at 1-877-358-1252 Kind regards, Jana A[redacted]

Thank you for the opportunity to respond [redacted] complaint.  Our records show on 2/02/13, [redacted] purchased a [redacted] speaker system that came with a limited manufacturer’s warranty which expired on 2/02/14; No additional RSA coverage was purchased through Conn’s. ...

[redacted] elected to pick up her speaker system from our Houston, TX location store 071. We researched [redacted] complaint and found he contacted us on 2/09/16; [redacted] was informed the unit was no longer covered under warranty and a service fee would apply.  On 2/10/16, a service ticket was created; [redacted] indicated the speaker system turns off and on.  [redacted] was advised he would need to bring the unit into store for service.  On 2/12/16, [redacted] was contacted and informed we were not authorized to service [redacted] products and the unit was sent back to his local for pick up.  Due to the inconvenience and not being able to assess his unit; Conn’s agreed to honor his request and refund the service fee of $74.95.  We sincerely apologize to [redacted] for any inconvenience he experienced during this process.    If we may be of further assistance, [redacted] may contact our Customer Service Department at [redacted]  Kind regards,  [redacted]Customer Relations

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. Therein lies the problem. They keep requesting me to dispute it with" my bank", however that is not an option. As stated before, Now that I am a resident in San Antonio, my credit union is different. Therefore"disputing with my bank," is not an option.  Unless they wish me to dispute said difference or of the repeat credit acct that I have with them. Perhaps the issue that I'm having with them is now  obvious. They have both my money and the returned merchandise. With that said my problem with them is they have given me no viable option with which to regain my payment owed. 
[Provide details of why you are not satisfied with this resolution.]
Regards,

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to Mr. [redacted] 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, 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 the complaint: 1.        he was not aware of his exchange approval on his dishwasher; and 2.        we are unable to exchange his dishwasher. Our investigation reveals that:               1.        On 6/2/16 we made Mr. [redacted] aware of the approval to exchange his dishwasher. 2.        Mr. [redacted]’s dishwasher is no longer covered by warranty, and we were are unable to reinstate his exchange approval   Our records show on 10/11/14, Mr. [redacted] purchased a Samsung dishwasher with a 24-month Repair Service Agreement which expired on 10/12/16.  Mr. [redacted]’s dishwasher was delivered on 10/12/14 as requested.    Mr. [redacted] was provided 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 product according to these warranties. We researched Mr. [redacted]’s complaint and found that he contacted us on 5/25/16 stating his dishwasher would not dispense water.  A service call was scheduled, and during the inspection, the technician deemed Mr. [redacted]’s dishwasher non-repairable.  An exchange request was submitted and approved according to the terms and conditions of the Repair Service Agreement. On 6/02/16, we attempted to contact Mr. [redacted] regarding his exchange approval but we were unsuccessful in our attempt.  A voicemail was left for Mr. [redacted] to return our call.  We show Mr. [redacted] returned our call the same day and was advised of the approval to exchange his dishwasher.  Mr. [redacted] was instructed to visit his local Conn’s to initiate his exchange but did not go to the store until after his warranty coverage had expired.  Mr. [redacted] contacted us on 12/20/16; regarding the exchange, and we agreed to extend the approval on 12/21/16; however, he still did not initiate his exchange.   Mr. [redacted] has been contacted and we have agreed to reinstate the exchange approval as a gesture of goodwill.   Mr. [redacted] will be in his nearest Conn’s HomePlus to reselect. Conn’s values Mr. [redacted] as a customer and appreciates him for bringing his concerns to our attention. Sincerely, Conn’s Inc.

Thank you for the opportunity to respond to [redacted] complaint. We researched [redacted] complaint and found that his issue is being addressed directly with the district manager to resolve this matter. We appreciate [redacted] for bringing this issue to our attention and we sincerely apologize...

for any inconvenience [redacted] experienced during this process.    If we may be of further assistance, [redacted] may contact us directly at [redacted]. Kind regards, Dyeisha W[redacted]

Thank you for the opportunity to respond to Mr. [redacted]’s concerns regarding account [redacted].  Mr. [redacted] stated he overpaid his account and would like the refund expedited.  According to our records, Mr. [redacted] scheduled a payment in the amount of $1045.70 on March 22, 2017...

through our webpay system.  He also had an automatic payment in the amount of $288.73 scheduled for the same day.  Mr. [redacted] did not cancel the automatic payment from posting to his account and since both payments were scheduled to post on the same day, Conn’s would not have stopped the automatic payment from posting.   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 for the opportunity to respond to Ms. [redacted]’s complaint.  Our records show that on 8/03/16 Ms. [redacted] purchased a [redacted] French Door Refrigerator with a 48-month Repair Service Agreement.  Ms. [redacted]’s received a copy of the Return and Exchange Policy at the time...

of purchase.  Our Return and Exchange Policy states: A consumer has 30-days from the date the item is received to return or exchange appliances and electronics with the required 15% restocking fee and if your product fails while under manufacturer’s warranty or Conn’s RSA, Conn's Factory Authorized Service will repair your product according to these warranties. Ms. [redacted] also signed her invoice acknowledging that she received a copy of Return and Exchange policy.  Ms. [redacted]’s refrigerator was delivered on 8/5/16 as promised.After further review we show that Ms. [redacted] first contacted us on 2/4/17 stating that the refrigerator’s temperature would not set; Ms. [redacted]’s information was put in our system to locate a service provider. On 2/23/17 we spoke with Mr. [redacted] who stated the product was working fine and no service was needed.If we may be of further assistance, Ms. [redacted] may contact our Customer Service Department at 1-877-358-1252.  Kind regards, Kristal [redacted]

Thank
you for the opportunity to respond to Mr. [redacted]’s complaint. Our records show on
6/6/15; Mr. [redacted] purchased the [redacted] Magnum Mocha reclining loveseat which
comes with a 1-year limited manufacturer’s warranty; no additional coverage was
purchased with Conn’s.
 
We
researched Mr....

[redacted]’s complaint and found he contacted our service department on
8/3/15 stating springs are coming out of the seat. A service appointment was
scheduled for 8/28/15; during the inspection the serviceman found springs
coming out both seat cushions and found parts were needed to complete repairs.
However; Mr. [redacted]’s refused service and requested an exchange therefore the
service order was cancelled. Mr. [redacted]’s was informed that his loveseat did not
meet the qualification for an exchange and we would need to continue with
service. A new service order was created on 9/15/15 to order the parts required
to complete repairs however; there was a delay receiving the parts from the
manufacturer. Mr. [redacted] was contacted on 10/29/15 and advised that due to the
delay his reclining loveseat would be exchanged.  Our records show Mr. [redacted]’s re-selected the
[redacted] sofa which was delivered and signed as received in good order
on 11/8/15.
 
We
sincerely apologize for any inconvenience Mr. [redacted] experienced during this
process.  If we
may be of further assistance, Mr. [redacted] may contact Customer Service at
1-877-358-1252.
 
Kind regards,
 
Dyeisha [redacted]

Thank you for the opportunity to respond Mrs. [redacted]’s additional comments.  As previously mentioned in Mrs. [redacted]’s prior responses received on 1/22/16and 2/08/16; her TV was repaired on 1/07/16 under the Terms and Conditions of the manufacturer’s warranty.  As of 2/17/16, we have no records showing that Mrs. [redacted] has contacted us regarding any further issues with her TV.  If Mrs. [redacted] has any questions or concerns regarding her warranty coverage; she may contact [redacted] (the manufacturer) directly at 1-800-726-7864.  Again, Mrs. [redacted]’s TV does not meet the qualifications for an exchange under the Terms and Conditions of the manufacturer’s warranty.  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]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:Whether or not B and B hired the person that they sent to our house that moved the Uhaul and hit the mailbox as a "driver" or "helper" is irrelevant.  It was B and B's employee.  We did not ask him to move the Uhaul.  My husband was inside working and when he came out the two B and B employees were going back and forth about the mailbox.  The one that hit the mailbox was saying he was going to be in trouble and lose his job because he shouldn't have moved it.  The other was saying not to worry and that he had his back.  We should not be responsible for any of the cost of the mailbox repair.  We hired B and B because they were insured.  We will not pay for half.  It was not something that was discussed nor agreed upon.  B and B made those arrangements, as we believe they should, but to be held responsible for their mistake is unacceptable.
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.  The resolution of the credit to my account is great but the copies of documents were not attached.  In addition, one of the major points I'd like to address is that the staff will need to be trained.  We have made multiple purchases in the past and I'm sure paid for this insurance and not ONE TIME has this ever been discussed.  I would like to ensure this is made public and the staff trained to discuss with consumers because they are unaware.  I felt this was a deceptive practice.  Also, the email was sent on July 11th, 2015 and still had not been processed until this complaint was filed.   I appreciate the response and the credit which is wonderful but as stated above, the staff will need to be trained to discuss with consumers as this would be a deceptive practice. 
Regards,

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to Mr. [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, 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 the complaint: 1.        That he contacted us for repairs on his television and requested an exchange but was denied; 2.        He contacted us a day after the repairs were completed regarding the same issue; 3.        That he provided his personal insurance but Conn’s insurance has not been removed from account; and 4.        He is requesting an exchange for his television.       Our investigation reveals that: 1.        Mr. [redacted] was informed that his television did not meet the qualification for an exchange under the Terms and Conditions of the manufacturer’s warranty and we will continue with repairs; 2.        Mr. [redacted] was instructed to contact the manufacture directly for further repair needs; 3.        We have not received Mr. [redacted]’s request to cancel Conn’s Optional Insurance 4.        We are unable to honor Mr. [redacted]’s request for an exchange at this time.     Our records show on 6/11/17, Mr. [redacted] purchased a 65’ [redacted] TV which comes with a 1-year limited manufacturer’s warranty. Mr. [redacted] did not elect to purchase additional warranty coverage with Conn’s.   After researching Mr. [redacted]’s complaint we found that he contacted our service department on 8/8/17 stating that his television has a green line going down the left side of the screen. A service appointment was scheduled for 8/10/17. During the inspection the technician found a new panel was needed to complete repairs. Our records show the manufacturer approved the part order to continue with repair needs. Once we received the part from the manufacturer, Mr. [redacted] was scheduled for installation on 8/24/17. The technician reported that he installed the new panel to complete the repairs.   Our records show Mr. [redacted] contacted our service department again on 9/1/17 stating that he is having the same issue with his television. Mr. [redacted] was instructed to contact the manufacturer directly to schedule further repair needs. We contacted the manufacturer on Mr. [redacted]’s behalf but were informed that he has not contacted them to regarding any service needs on his television.   We attempted to contact Mr. [redacted] after receiving his complaint to discuss this matter and schedule an appointment to reassess his needs but was unable to reach him.  If Mr. [redacted] is still in need of service, he may contact us at 1-855-266-6349.   Conn’s values Mr. [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 Mrs. [redacted]’s additional comments. We appreciate Mrs. [redacted] for bring this matter to our attention and we sincerely apologize for any inconvenience she experienced during this process. Mrs. [redacted] issue has been addressed with all parties involved to ensure this does not happen in the future. We attempted to contact Mrs. [redacted] on 9/28/15 to discuss her concern however; we were unsuccessfully and left a voice message to return our call.Mrs. [redacted] may contact our Customer Service department at [redacted] to address any further concerns.Kind regards,Dyeisha W[redacted]