Alan J. Slobodnik, M.S.W.

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.        His dishwasher has only worked two times since the unit was delivered.   Our investigation reveals that:               1.        Mr. [redacted] is currently scheduled for service on 8/24/17.   Our records show on 7/04/17, Mr. [redacted] purchased an ** dishwasher with a 48-month Repair Service Agreement.  Mr. [redacted]’s dishwasher was delivered on 7/10/17 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 7/24/17 stating his dishwasher was not draining properly and would not power on.  A service call was scheduled through a 3rd party authorized service provider.  During the inspection, the technician found that parts needed to ordered and they would take up three-four weeks to arrive.  Our records show Mr. [redacted] is currently scheduled to have the parts installed on 8/24/17.  Once the parts were installed, if Mr. [redacted] continues to experience his dishwasher malfunction, we will reevaluate his complaint.    We appreciate Mr. [redacted] for bringing his concerns to our attention.          Sincerely, Conn’s Inc.

Thank you for the opportunity to respond to Mrs. [redacted]’ additional comments. As mentioned in our previous response, during the last completed service inspection dated 2/19/15 the serviceman found pet damages, burn marks, and a hole is the seat casing of the sofa where Mrs. [redacted] used glue in attempts to self-repair causing further damages. The serviceman also found the mattress solid; the shape coiled out and a gun clip lodged into a hole in the springs where the mattress failed. Mr. and Mrs. [redacted] have been advised that the reported damages would not have been covered under the Terms and Conditions of the FurnitureGard Plan during the coverage period. As of as of September 17, 2015, Mr. [redacted] warranty has expired on his furniture. Therefore, we are unable to continue with further repair needs. Again, we have no records showing that Mr. or Mrs. [redacted] contacted our service department regarding any further repairs between the date of the last inspection 2/19/15  before the warranty expiration date of 9/17/15. We have attached a copy of the FurnitureGard Plan during Mr. [redacted] purchase period.  If we may be of further assistance, Mr. or Mrs. [redacted]  may contact Customer Service at 1-877-358-1252  Kind regards, Dyeisha W[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 [redacted] complaint.  Our
records show on 2/11/15,
[redacted] purchased a [redacted] Supreme king mattress with a
(limited manufacturer warranty) and (2) [redacted] TW/XL (adjustable) bases...

with a
(limited manufacturer warranty) totaling $5,994.96.  He elected to have his items delivered and
signed acknowledging all items was received in good order.
 [redacted] has been contacted and we found there was a
misunderstanding regarding the mattress and box spring which caused the
delay.  We have agreed to exchange [redacted] mattress under the 120 day
trial.  [redacted] is aware and will visit
his nearest Conn’s to reselect another mattress.
If we may be of further assistance, [redacted] may contact our Customer Service
Department at [redacted].
 
Kind regards,
 
[redacted]

Thank you for the opportunity to respond Mrs. [redacted]
concerns regarding collection calls she has been
receiving.
 
We have found that Mrs. [redacted] telephone number was
linked to a Conn’s account in error.  We have placed a cease and desist on the
telephone numbers provided...

by Mrs. [redacted].  We ask that
Mrs. [redacted] please allow up to 24 hours for the cease and desist to
update.  If Mrs. [redacted] receives any additional calls after the 24 hours, we ask
that she contact us directly so we may address the matter
further.
                    
We value Mrs. [redacted] and sincerely apologize for any
inconvenience she has experienced due to this matter.Thank you,Cheryle [redacted]

Thank you for the opportunity to respond to Mr. [redacted]’s complaint.  Our records indicate that on Mr. [redacted] purchased a [redacted] dishwasher which included a limited one year manufacturer’s warranty. Mr. [redacted] declined to purchase an additional Repair service agreement through Conn’s...

HomePlus.   Mr. [redacted] 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.  Mr. [redacted] also signed his invoice acknowledging that he received a copy of Return and Exchange policy. Mr. [redacted]’s [redacted] dishwasher was delivered on 5/27/15 as requested. After further review we show that Mr. [redacted] first contacted us on 8/24/15 stating that the display panel on the dishwasher was not displaying or responding to touch, however he refused service and the work order was canceled.   Mr. [redacted] contacted us again on 9/10/15 stating that the product’s display panel still was not displaying or responding to touch; our repair technician went out on 9/14/15 and determined that parts needed to be ordered.  This service call was canceled due to Mr. [redacted] wanting a second opinion from the manufacturer. On 9/25/15 service was contacted once again and we coordinated with [redacted] to provide service for Mr. [redacted]’s dishwasher.   After troubleshooting with [redacted], Mr. [redacted] was scheduled for service on 10/8/15.  Upon inspection the repair technician determined that the dishwasher needed two rails and a control panel, a part order was submitted; once received, service was scheduled to be completed on 10/16/15.  On 10/19/15 Conn’s followed up with Mr. [redacted] and confirmed that the dishwasher was repaired and was working properly. At this time we have no current work orders for the dishwasher and the product’s warranty expired on 5/26/16. If Mr. [redacted] needs service on his dishwasher he can contact Conn’s service department at 1/855-266-6349 to schedule an appointment, however he will be charged a trip fee for initial inspection plus parts and labor. If we may be of further assistance, Mr. [redacted] may contact our Customer Service Department at 1-877-358-1252.  Kind regards, Kristal W[redacted]

Thank you for the opportunity to respond to [redacted] complaint.  Our records show on 6/14/15, [redacted] purchased a [redacted] plush queen mattress that came with a limited manufacturer warranty and a [redacted] queen foundation that came with a limited manufacturer warranty;...

no additional [redacted] coverage was purchased through Conn’s.  [redacted] elected to take his mattress and foundation from our Houston, TX location store 025.  We researched [redacted] complaint and found he contacted us on 8/20/15(two-months) after his purchase; stating he found bed bugs on his mattress.  [redacted] was informed bed bugs were not covered by the manufacturer warranty.  At this time we are unable to honor [redacted] request to return/exchange his mattress or credit his account.  We are unable to conclude that the infestation did not occur after he picked up the mattress and the two months before she reported the issue.     If we may be of further assistance, [redacted] may contact our Customer Service department at 1-877-358-1252.  Kind regards,  Jana A[redacted]








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Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to Ms. [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, 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 for service on her refrigerator and parts were replaced, however; the unit is still not working; 2)       She was informed that the warranty purchased with Conn's is a manufacturer through [redacted];  3)       She has been getting the runaround regarding her refrigerator; 4)       She is requesting to return or exchange the refrigerator.   Our investigation reveals that: 1)    After parts were replaced on Ms. [redacted]’ refrigerator she later contacted us stating the unit is still having issues; 2)    Ms. [redacted]’ refrigerator is currently covered under the 1-year limited manufacturer’s warranty and runs concurrently with Conn’s RSA Plan; 3)    We have remained in contact with Ms. [redacted] regarding the repair needs for her refrigerator; and 4)    Ms. [redacted]’ refrigerator has been approved for an exchange   Our records show on 4/21/17, Ms. [redacted] purchased a [redacted] side-by-side refrigerator and elected to purchase a 48-month Repair Service Agreement Plan.   We researched Ms. [redacted]’ complaint and found that she contacted our service department on 7/1/17 stating that her refrigerator was not cooling. A service appointment was scheduled for 7/3/17. During the inspection, the technician found parts were needed to complete the repairs. Once we received the parts, Ms. [redacted] was scheduled for installation on 7/13/17. The technician reported he replaced the compressor, PCB inverter, main PCB ASM and drier to complete the repairs.   Our records show Ms. [redacted] contacted us again on 7/24/17 stating the refrigerator is not cooling again. A service appointment was scheduled for 7/27/17. During the inspection, the technician additional parts were needed. We show on 7/28/17; the technician submitted a request to the manufacture for an exchange on the refrigerator. However; the request was denied, and the technician was advised to continue with repairs on the unit. Our records show a new service appointment was scheduled for 8/4/17 to re-assess the unit and determine what parts were needed to continue with the repairs. The technician reported that the unit was non-repairable and submitted another request to the manufacture for an exchange.   Although we have not received an approved exchange from the manufacturer, we have agreed to issue an exchange on the refrigerator due to the unit being non-repairable. Ms. [redacted] has been contacted and her new refrigerator was delivered on 8/16/17. We sincerely apologize for any inconvenience Ms. [redacted] experienced as a result of the delay.   Conn’s value Ms. [redacted] as a customer and appreciates her for bringing this matter to our attention.

[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 this resolution would be satisfactory to me.  
 









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Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to the concerns Ms. [redacted] has 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 Ms. [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 her purchase by calling our Customer Service Helpdesk at 1-877-358-1252, or on-line at www.conns.com.     Ms. [redacted] stated in her complaint that: she overpaid her account; and she would like the refund expedited. Our investigation reveals that: Ms. [redacted]’s paid her account balance in full on July 15, 2017 the payment was processed for $1205.06; however, Ms. [redacted] states the check was for $1502.00; we asked Ms. [redacted] to provide a copy of the check so we may research the matter further. According to our records, Ms. [redacted] made a payment in the amount of $1205.06 on July 15, 2017.  Ms. [redacted] stated the payment amount was $1502.00.  We asked Ms. [redacted] to fax over a copy of the canceled check so we may research her concerns further.  Ms. [redacted] faxed over a copy of the check on August 16, 2017 and it is currently under review.  We ask that Ms. [redacted] please allow additional time for research. 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 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

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint. Our records show on9/8/16, Mrs. [redacted] purchased a [redacted] refrigerator and elected to purchase a 24-month Repair Service Agreement Plan. Mrs. [redacted]’s refrigerator was delivered and received in good order on9/10/16....

  We researched Mrs. [redacted]’s complaint and found she contacted our service department on9/22/16stating her refrigerator is not dispensing water. A service appointment was originally scheduled for service with the manufacturer on9/27/16 however; Mrs. [redacted] rescheduled her appointment for9/29/16. During the inspection the technician reported a part was needed to complete repairs. Once the parts arrived, Mrs. [redacted] was contact by the manufacturer to schedule an installation date. Our records show on 10/20/16; Mrs. [redacted]’s refrigerator was approved to be exchanged and her new refrigerator was delivered on 10/21/16.   Mrs. [redacted] may file a claim to be reimbursed up to the covered amount for Food Loss.  We have attached of copy of our Food Loss claim for Mrs. [redacted] to complete.   If we may be of further assistance, Mrs. [redacted] may contact us at1-866-765-1513.   Kind regards,   Dyeisha W[redacted]Tell us why here...

Thank you for
the opportunity to respond to Ms. [redacted]’s concerns regarding account
[redacted].  Ms. [redacted] stated she had
and extension on her account giving her the impression she was excused for that
payment.  She stated she received a
credit mark due to the extension....


According to
our records, Ms. [redacted] signed a 32-month retail installment contract on April
12, 2014 agreeing to the minimum monthly payment to be due on the 20th
of each month. 
When an
extension is processed, the payment is not excused; it is moved to the end of
the retail installment contract.  The
credit mark was assessed on the account prior to the extensions processed to
bring the account current.  As a one-time
offer and a goodwill gesture, we have removed the 30-day credit mark.  We ask that Ms. [redacted] please allow the credit
bureaus 30-60 days to update their records. 
We have
attached a copy of Ms. [redacted]’s payment history for her records as proof that
the credit mark has been removed.
We value Ms.
[redacted] as a customer and appreciate her for bringing her concerns to our
attention.  Thank you,Cheryle S[redacted]

[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 this resolution would be satisfactory to me.  As I did receive the full refund.

Thank you for
the opportunity to respond to Ms. [redacted]’s concerns regarding account
[redacted].  Ms. [redacted] stated her name
was spelled incorrectly on her account and she would like it corrected. 
According to
our records, Ms. [redacted] signed a 34-month retail...

installment contract on
November 27, 2015.  That contract had her
first name spelled [redacted] instead of [redacted].  On January 5, 2016 Ms. [redacted] contacted us regarding
the error and a name correction request was processed.  As of January 14, 2016 the correction has
been processed and the spelling of Ms. [redacted]’s name has been corrected.  Ms. [redacted] will receive a new payment
booklet in the mail with the correct spelling within 10-14 business days.  We have attached a copy of her payment
history as verification that the corrections have been made.
Conn’s values
Ms. [redacted] as a customer and we apologize for any inconvenience she may have
experienced due to this matter.  Thank you,Cheryle [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 Mrs. [redacted]’ complaint. Our records show on10/18/15, Mrs. [redacted] purchased the [redacted] living room furniture which consists of three pieces (sofa, loveseat and recliner chair) and elected to purchase a 36-month FurnitureGard Plan. After...

further review of Mrs. [redacted]’ service needs regarding her recliner chair, Conn’s has agreed to issues an in-store credit for up to $629 to re-select a different item due to the unit being deemed uneconomical to be repaired. Mrs. [redacted] may visit her nearest Conn’s to initiate her approved exchange. We sincerely apologize for any inconvenience Mrs. [redacted] may have experienced as a result of the delay. If we may be of further assistance, Mrs. [redacted] may contact our Customer Service Department at 1-877-358-125  Kind regards, Dyeisha [redacted]

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to the concerns you have regarding her purchase with us. We have 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 about your purchase by calling our Customer Service Helpdesk at [redacted] or on-line at [redacted]  Ms. [redacted] has stated in her complaint: 1)       that she would like to have her warranty refunded, we were able to assist/repair her items; and 1.       her house caught on fire in August 2017, and we refused to subsidize any of her items.   Our investigation reveals that; 1.       Ms. [redacted] contacted us in August 2016 requesting service on her washer.  Ms. [redacted] has informed her washer no longer covered by a warranty that the extended warranty coverage expired in March 2015. 2.       Ms. [redacted] contacted us in July 2017 regarding her television.  A service call was scheduled, and the technician was unable to duplicate the problem she had experienced.  Ms. [redacted] later contacted us in August 2017 stating that she lost her merchandise during a house fire.  Ms. [redacted] was informed that her Conn’s account was paid off; therefore, she no longer was covered under Conn’s Property Insurance.  Ms. [redacted] was also made aware that her Repair Service Agreement does not cover “acts of God.”  Ms. [redacted] was instructed to file an insurance claim with her home/renter’s insurance provider for further assistance.   Our records show on 3/15/11, Ms. [redacted] purchased a GE high-efficiency washer with a 48-month Repair Service Agreement which expired on 3/15/15.  Ms. [redacted]’s washer was delivered on 3/17/11.   We researched Ms. [redacted]’s complaint and found that she last contacted us in August 2016 requesting service on her GE washer.  Ms. [redacted] was informed that her washer was no longer covered under warranty.  Ms. [redacted] was made aware that her extended warranty expired on 3/15/15 and that we could not service her washer.   We show Ms. [redacted] processed an insurance claim on 6/01/15 and selected an LG 55” FHD 1080p Smart TV with a 49-month Repair Service Agreement with Accidental Damage.  Ms. [redacted]’s television was delivered on 6/03/15 in good order.   On 7/04/17, Ms. [redacted] contacted us regarding her LG 55” television.  Ms. [redacted] stated that color would flash on the screen and had orange writing.  A service call was scheduled, and during the inspection, the technician was unable to duplicate the problem Ms. [redacted] had experienced.  We show Ms. [redacted] later contacted us 8/08/17, stating her home was struck by lightning which caused her home to catch on fire.  Ms. [redacted] requested to file an insurance claim; she was made aware that her Conn’s was paid off and was no longer covered by Conn’s Property Insurance.  Ms. [redacted] suggested using her warranty coverage to replace her television.  Ms. [redacted] was made aware that her warranty coverage excludes: theft or damage caused by flood, fire, hurricane, tornado, or all other acts of God other than damage caused by a power surge.  Ms. [redacted] was informed that we would not be able to honor her request.   Although we are unable to replace Ms. [redacted]’s items, we can cancel her warranty coverage on her television and issue a pro-rated refund based on the terms and conditions of her Repair Service Agreement.  Ms. [redacted] will need to fill out a Service Agreement Cancellation Form.  Once the form has been received back, we will issue a pro-rated refund.  We have included a copy of the Service Agreement Cancellation Form in our response.   Conn’s appreciate Ms. [redacted] for bringing her concerns to our attention.    Kind regards,   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 a delivery email confirmation at 8:49 pm Thursday, December 8, 2016. The delivery was scheduled for Friday October 10,2016 (1:00pm-4:00pm). Conn's scheduled a delivery without any authorization from me. They also left me with less than 24 hours notice to make sure I could miss work to accept the delivery. Due to the continued lack of communication and poor customer service I feel I am justified in asking for my original request, which is to terminate the contract and for Conns to pick up the original washer and dryer. I am not open to an exchange. I shopped at Conns in good faith and they have not treated me respectfully and professionally. I've yet to receive an apology and I feel continuing a relationship with Conns will cause more undo stress and frustration.
[Provide details of why you are not satisfied with this resolution.]
Regards,

[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 this resolution would be satisfactory to me.  
Yes I did receive my check yesterday. my first call to them was the first week of Jan and then every week after that. only when I reported them to Revdex.com and then Tues threatened to file a civil suit on them did they finally give me my refund. I will never do business with them again.