Alan J. Slobodnik, M.S.W.

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,

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 again for the opportunity to respond to Ms. [redacted]'s concerns regarding her grandmother's account.  We are unable to discuss Ms. [redacted]'s grandmother's account with anyone other than the account holder.

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 complaintI have emailed and faxed over the bank statements showing a running balance and that was still not good enough.  Not sure what else they are needing considering they have all the bank statements showing a running balance showing there are no return payments.  They also have their own confirmation numbers from their website where you make payments.  This is getting out of hand and needs to be resolved ASAP!  I have provided all payment records to Conns and still nothing.  
Regards,
Dustin [redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’ complaint. Our records show on July 3, 2016, Mrs. [redacted] purchased two [redacted] Showcase power recliners and elected to purchase a 36-month FurnitureGard Plan. Mrs. [redacted] delivery was originally scheduled for July 4, 2016however; both units...

were not available for immediate delivery. Our records show Mrs. [redacted]’ recliners were delivered and signed acknowledging the items were received in good order on July 18, 2016.   We spoke to the store manager regarding Mrs. [redacted]’ complaint and was advised that they offered a delivery concession to her account due to the delivery delay. Our records show we processed a credit of $79.99 to Mrs. [redacted]’ [redacted] account. We have no further records showing that Mrs. [redacted] was offered additional compensation regarding her purchase. If Mrs. [redacted] is able to provide supporting documentation, we will be happy to look further into this matter.   If we may be of further assistance, Mrs. [redacted] may contact us at1-866-765-1513.   Kind regards, Dyeisha [redacted]

Thank you for the opportunity to
respond to Mrs. [redacted]’s...

complaint.  Our records show on 10/01/15, Mrs. [redacted]
purchased a [redacted] sofa that came with a limited
1-year manufacturer warranty; no additional Furnituregard coverage was
purchased through Conn’s.  Prior to completing her purchase she was
provided a copy of her contract and a copy of Conn’s Return & Exchange
Policy which states:No Returns/Exchange on:Furniture, mattresses, décor & accessories unless inspected by
a Conn’s Service Technician and found to have a manufacturer’s defect **
See exclusion below. 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. Mrs. [redacted] elected to have her sofa delivered; which was
completed on 10/04/15. 
 
We
researched Mrs. [redacted]’s complaint and found she contacted us on 11/03/15; stating spikes are
coming through the backrest.  A service call was scheduled for 11/14/15; during the
inspection the serviceman found a loose ISB wood frame on the sofa. 
The wood frame has pierce through the OSB and damaged the wall.  The
serviceman advised Mrs. [redacted] the sofa was repairable by installing a new
cover. Yes
it displays a defect however; the defect can be repaired under the terms
and conditions of the warranty.The serviceman ordered the parts needed on 11/17/15and Mrs. [redacted] was advised was the parts arrive to her
residence to contact our service department to schedule an appointment to
complete the repair.  As of 12/23/15, we have no records indicating Mrs.
[redacted] has attempted to contact us to schedule an appointment. 
 

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

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 received and read the response from Conn's. However, I disagree with many of their points. I want their definition of being aggressive. I did not know that asking for the delivery drivers supervisors name and phone number was being aggressive. I told the team that if I had to do half the work, I wanted half of the installation fee returned. This was the only reason that I wanted the information. The delivery team then left without saying anything, which is very poor customer service on Conn's part. In fact, Conn's is turning this around making me look like I did something wrong after their employees told me the installation fee covered the removal of my dishwasher, installation of the new dishwasher, and then they would take the old unit off.  At this point, Conn's is being very slanderous in describing this whole episode. In fact, this whole situation could have been avoided once I removed the old dish washer, the team just installed the new one. I could have spoken to the supervisor and worked something out. My next step if there is no resolution is to go to court and contact the media. This is now the second time Conn's has been libelous towards me.  
Regards,

Thank you for the opportunity to respond to Mr. [redacted] complaint. We researched Mr. [redacted] complaint and found on10/4/15, Mrs. [redacted] purchased a ** French Door refrigerator and received a free water filter as part of the promotional offer. After further researching Mr. [redacted] complaint...

we were able to verify that water filter provided at the time of purchase is not compatible with the refrigerator purchased. Although we do not have the filters available for shipping Conn’s has mailed Mr. [redacted] a $100.00 gift card that may be used towards the purchase of the correct filter model ([redacted]). We ask to please allow 5-7 business days to receive the gift card.   We appreciate Mr. [redacted] for bringing this matter to our attention and we sincerely apologize for any inconvenience Mr. and Mrs. [redacted] experienced during this process.   If we may be of further assistance, Mr. [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,
 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 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 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 to Mrs. [redacted]’ complaint.  We appreciate Mrs. [redacted] for bringing her concerns to our attention.  We researched Mrs. [redacted]’ complaint and found her issue has been addressed.  On 1/19/16, an exchange was approved for Mrs. [redacted]...

to replace her refrigerator.  We spoke with Mrs. [redacted] on 1/20/16, she was advised her exchange approval and informed she is currently scheduled for delivery on Thursday(1/21/16).  Again, we sincerely apologize to Mrs. [redacted] for any inconvenience she experienced during this process.If we may be of further assistance, Mrs. [redacted] may contact our Customer Service department at 1-877-358-1252Kind regards,Jana A[redacted]

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 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]

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 Ms. [redacted]' concerns regarding account [redacted].  Ms. [redacted] stated she had four payments post to her account in error.  According to our records,  Ms. [redacted] scheduled a payment to process to her Conn's account through our webpay system on...

September 20, 2015.  On September 21, 2015 that payment was reversed.   On September 22, 2015 another payment was processed; however, that payment was canceled on that date.  On September 24, 2015 a payment credit was processed due to the overpayment.  We have attached a copy of the payment confirmations for Ms. [redacted]' records.  We value Ms. [redacted] as  a customer and sincerely apologize for any inconvenience she has experienced due to this matter.  We ask that Ms. [redacted] please allow *-5 business days for the credits to process.   Thank you, Cheryle [redacted]

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 that on 12/10/15 Mr. [redacted] purchased the [redacted] brand king sized bed set, dresser, mirror and two nightstands all with 36-month FurnitureGard Service warranties.  Mr. [redacted]’s...

received a copy of the Return and Exchange Policy at the time of purchase.  Our Return and Exchange Policy states: No returns or exchanges on furniture.  If your product fails while under manufacturer’s warranty or Conn’s FurnitureGard Service Plan, Conn's Factory Authorized Service will repair your product according to these warranties.  Mr. [redacted] also signed his invoice acknowledging that he received a copy of Conn’s Return and Exchange policy.  Mr. [redacted]’s [redacted] bedroom furniture was delivered on 02/03/17 as requested. After further review we show that Mr. [redacted] first contacted us on 02/03/17 stating that the footboard drawer was cracked, the dresser was damaged and missing hardware.  On 2/7/17 Conn’s contacted Mr. [redacted] to inform him he had been approved to have the dresser and footboard replaced.  Upon receiving the replacement footboard it was damaged as well and no longer in stock. Conn’s delivery team has been in contact with Mr. [redacted] and made arrangements to redeliver the new footboard during the week of 2/20-25/17 once be becomes available.   Also as a gesture of goodwill we will send Mr. [redacted] a $200 gift card for all of his inconveniences. If we may be of further assistance, Mr. [redacted] may contact our Customer Service Department at 1-877-358-1252.  Kind regards, Kristal [redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint. We reached out to the delivery manager who stated they have made several attempts to contact Mrs. [redacted] to deliver the additional slats however; they have been unsuccessful. Mrs. [redacted] may contact the delivery department in her...

area at 615-213-0700 to schedule delivery. Conn’s has agreed to honor Mrs. [redacted]’s request and issue a credit of $229.98 (delivery and assembly fee) to her account. We ask to please allow 7-14 business days for the credit to reflect on her account balance.  If we may be of further assistance, Mrs. [redacted] may contact us at 1-866-765-1513 Kind regards, Dyeisha W[redacted]Customer Relations

Thank you for the opportunity to respond to Mr. [redacted]’s complaint. We researched Mr. [redacted]’s complaint and found that his issue has been addressed. Our records show we re-delivered Mr. [redacted]’s new recliner in good order on 12/30/16. We appreciate Mr. [redacted] for bringing this matter to our attention...

and we sincerely apologize for any inconvenience experienced during this process. If we may be of further assistance, Mr. [redacted] may contact us at 1-866-765-1513. Kind regards, Dyeisha [redacted]Customer Relations