Alan J. Slobodnik, M.S.W.

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]

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 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]

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]

Thank you for the opportunity to respond to Ms. [redacted] concerns regarding a credit inquiry. [redacted] stated she has a credit inquiry on her credit reports from Conn’s, but she did not authorize the credit check.  According to our records, [redacted] opened a 31-month retail installment contract on May 15, 2015.  In order to open the account, a credit check is processed to determine the credit limit and financing terms. We do not show a credit inquiry from July 2015.  [redacted] will need to contact our credit department at [redacted] for further information.

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]

[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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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,

Thank you for the opportunity to respond to Mr. [redacted]'s additional comments. After further review our records show Mr. [redacted] service order was cancelled in our system. However; we were able to confirm with our service technician that he did inspect Mr. [redacted] washer on 3/8/17 and found that the washer was up to manufacturer's specification, no defect was found. As mentioned in our previous response, the technician reported that the small amount of water left in the dispenser after a washing cycle is normal. The technician also suggest leaving the door of the washer opened slightly after the wash cycle to allow. the water to dry or wipe the unit dry. Again, Mr. [redacted] has not contacted our service department regarding any further repair needs to his washer since the unit was last inspected on 3/8/17. If Mr. [redacted] is in need of service he may contact our Service Department at 1-855-266-6349 to schedule an appointment.At this time Mr. [redacted]'s washer does not meet the qualification for an exchange.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11239191, and have determined that this proposed action would not resolve my complaint.  
[Provide details of why you are not satisfied with this resolution.]
Regards,
  Even though I feel I don't owe this debt I am willing to pay the $109 to Conn's to be completely done with this.  As I've stated previously I never contacted Conn's regarding a payment extension or anything else, Conn's has of yet shown where the signed documents for the loan extension or even call recording or logs for this "loan extension" in which they themselves inserted into the file because it definitely was not requested by me.  I would like for Conn's to remove their account from my credit profile and I will agree to pay the remaining balance just so we can terminate this business relationship because I will never purchase anything else from there again.

Thank you again for the opportunity to respond to Mr. [redacted]'s concerns regarding his account.  As stated in our previous response, Per the terms of the “cash-option,” the “cash-option is void if the the unpaid portion of the total cash-option price is not paid within 10 days of the “cash-option” expiration date.  If the “cash-option” is void, finance charges will be assessed from the date of purchase.  The original terms and conditions found in the retail installment contract will replace the “cash-option” addendum if the “cash-option” is void.  We have included a copy of Mr. [redacted]’s signed “cash-option” addendum for his records.   Mr. [redacted]’s total “cash-option” price was $6435.51.  This amount included $6108.78 for the merchandise and $326.73 for the insurance coverage.  Mr. [redacted] received credit for the insurances he opted to cancel.  Mr. [redacted] paid a total of $5076.49 during the “cash-option” period.  This left an outstanding balance of $1032.29 due on or before the expiration date of December 21, 2016.  Since the total "cash-option" price was not paid on or before the expiration date of December 21, 2016, the terms of the original contract replaced the cash-option terms.   We include a copy of Mr. [redacted]'s signed cash-option addendum with our previous response.  Conn's values Mr. [redacted] as a customer and appreciates him for bringing his concerns to our attention.

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to Ms. [redacted]’s concerns. 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 1-877-358-1252, or online at www.conns.com.    Ms. [redacted] has stated in the complaint: She contacted us for repairs on her furniture several times, but the unit has still not been repaired;We have not returned her calls; andShe is requesting to her furniture exchanged and the warranty extended for a year or a full refund.   Our investigation reveals that: We have repaired the issues that are covered under the manufacturer’s warranty;We have remained in contact with the account holder regarding the repairs to the furniture; and Ms. [redacted]’s furniture does not meet the qualification for an exchange. We are unable to honor Ms. [redacted]’s request to receive an extended warranty for a year or issue a refund.   Our records show on 5/29/17, Mr. [redacted] purchased the [redacted] reclining living room furniture that consists of four pieces (sofa, console, right recliner and left recliner) which comes with a 1-year limited manufacturer's warranty that expires on 5/30/18. Mr. [redacted] did not elect to purchase additional coverage with Conn’s.   We researched Ms. [redacted]’s complaint and found that she contacted our service department on 2/20/18 stating the sofa, right recliner and left recliner is not reclining properly and sinking in. A service appointment was scheduled for 2/28/17. During the inspection, the serviceman found left recliner not working properly, the right recliner leaning and the core sinking in on the sofa. The serviceman reported that he adjusted the mechanism on the left recliner and added foam to the core of the sofa to complete the repairs. However; parts needed to be ordered to repair the right recliner. Once we received the parts from the manufacturer,  Mr. [redacted] was scheduled for installation on 3/26/18. The serviceman reported that he installed a new mechanism on the right side of the recliner, but the left side was leaning and needed to order a new left mechanism. We show the part arrived on 4/5/18 and Mr. [redacted] was contacted on 4/6/18, 4/10/18, 4/11/18 and 4/12/18 to scheduled installation. However; due to no contact his service order was canceled. We show Ms. [redacted] called in requesting an exchange on the furniture but was made aware that the unit does not meet the qualification for an exchange at this time.   Although we are unable to honor Ms. [redacted]’s request to exchange the furniture, she may contact our service department at 1-855-266-6349 to continue with repair needs.   Conn’s values Ms. [redacted] as our customers and appreciates her for bringing this matter to our attention.   Sincerely,   Customer Relations Conn’s Inc.

Thank you for the opportunity to
respond to Mrs. [redacted]’s complaint. Our records show on 7/14/15, Mrs. [redacted]
purchased the Element Henley Eggplant furniture set which consist...

of two pieces
(sofa and loveseat) and elected to purchase a 48-month FurnitureGard Plan on
both pieces.
After further reviewing Mrs.
[redacted]’s service needs, Conn’s has agreed to process an even exchange her sofa
and loveseat. We attempted to contact Mrs. [redacted] on 8/10/15 to notify her of
the approved exchange however; we were unsuccessful a left a voice message to
return our call. Mrs. [redacted] may visit her nearest Conn’s location to initiate
her exchange. We sincerely apologize for any inconvenience Mrs. [redacted]
experienced during this process.
If we may be of further assistance,
Mrs. [redacted] may contact Customer Service at 1-877-358-1252.
Kind regards,
[redacted]

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to Mr. [redacted]’ 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 the complaint: Mr. [redacted] stated that the damage to his sofa should be covered; and He wants to have his sofa replaced.   Our investigation reveals that:              The damage that was found with the Dakota java sofa was cosmetic (cracking and peeling) which is not covered under the Furnituregard Plan Terms and Conditions.We are unable to honor Mr. [redacted]’ request to return or exchange his Dakota java sofa.   Thank you for the opportunity to respond to Mr. [redacted]’ complaint regarding a purchase made under Janice [redacted].  Our records show on 5/03/14, Mrs. [redacted] purchased a Franklin Dakota rustic living-room set that consisted of three pieces (sofa, loveseat, and wedge) ALL with a 48-month Furnituregard Plan.  Mrs. [redacted]’ furniture was delivered on 5/04/14 as requested.    Mrs. [redacted] provided a copy of Conn’s Return & Exchange Policy at the time of purchase.  Our Return & Exchange Policy states:  No Returns/Exchanges on – Furniture, mattresses, décor & accessories unless inspected by a Conn’s Service Technician and found to have a manufacturer’s defect.  To ensure transparency this information can also be found on Conn’s website at: http://www.conns.com/returns-and-exchange/.  We researched Mr. [redacted]’ complaint and found that Mrs. [redacted] was approved for an exchange in August of 2014 for her to replace her Dakota rustic living-room set.  Mrs. [redacted] initiated her exchange by electing a Dakota java living-room set that also consisted of three pieces (sofa, loveseat, and wedge).  Our records indicate that Mrs. [redacted]’ Dakota java living-room set was delivered on 8/20/14.   After further research we found that Mrs. [redacted] contacted us on 8/07/17 regarding her Dakota rustic sofa.  Mrs. [redacted] indicated that the sofa was bubbling and was blistering.  A service call was scheduled and during the inspection the serviceman found the LSF arm, ISB, seat and center seat bubbling, cracking and peeling.  On 8/15/17, Mrs. [redacted] was contacted and advised that cracking and peeling is not covered the terms and conditions of her Furnituregard Plan.  Mrs. [redacted] was informed that we were unable to file a warranty claim.    After further review we found that Mrs. [redacted] contacted us on 8/24/17 requesting for a new service call to be scheduled.  Mrs. [redacted] was advised that under her Furnituregard Plan Terms and Conditions section 15 (J, L, M, and N) cosmetic issues with her furniture is not covered and that we were unable to create a new service order.  On 8/26/17, Mrs. [redacted] contacted us stating that the issue with her sofa should be covered; Mrs. [redacted] was advised that cracking/peeling damages are sometimes referred to as “soft spots” which is still not covered under her Furnituregard Plan Terms and Conditions.  We show Mrs. [redacted] last contacted us on 9/21/17; stating that she wanted service on her furniture because the furniture material was soft.  Mrs. [redacted] was again advised that cosmetic issue and the material being soft were not covered under the terms and conditions of her warranty coverage.   Again, at this time we are unable to honor Mr. [redacted]’ request to return or exchange his furniture.  The damage that was found on Mrs. [redacted]’ sofa is not covered under the Terms and Conditions of her Furnituregard Plan.  We have included a copy of the Terms and Conditions of Mrs. [redacted]’ Furnituregard Plan along with photos of her sofa that was taken at the time of her inspection.       Conn’s value Mr. [redacted] as our customer and appreciates him for bringing this matter to our attention.   Sincerely, Conn’s Inc.

Thank you for the opportunity to respond to Mrs. [redacted]’ complaint.  Our records show on 10/07/16, Mrs. [redacted] purchased a [redacted] side by side refrigerator with a 48-month Repair Service Agreement.  We were able to confirm Mrs. [redacted]’ refrigerator qualified for FREE DELIVERY;...

therefore the cost of $79.99 was concession from her invoice at the time of purchase.  Mrs. [redacted] was provided a copy of Conn’s Return & Exchange Policy at the time of purchase which 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.  She also signed her invoice acknowledging she was provided a copy of the Repair Service Agreement brochure and understood the coverage associated with the covered product.  Mrs. [redacted] elected to have her refrigerator delivered; which was completed on 10/10/16. We researched Mrs. [redacted]’ complaint and found she contacted her local Conn’s on 10/11/16; which contacted our delivery department.  The representative stated; Mrs. [redacted]’ refrigerator was making a loud noise.  The representative was advised that we would need to have a technician come out and assessed the unit before we could issue an exchange.  On 10/14/16, a service call was created.  Our records indicate we have attempted on several occasions to schedule Mrs. [redacted] for service to have her refrigerator assessed, however we have been unsuccessful.  We show as of 10/31/16, Mrs. [redacted] is currently scheduled for 11/02/16.  Once the unit has been assessed and we have the technician’s report we will be able to determine what further action is needed.  At this time we are unable to honor Mrs. [redacted]’ request to exchange her refrigerator.  If we be of further assistance, Mrs. [redacted] may contact our Customer Service Department at 1-877-358-1252.   Kind regards,  Jana [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.  
Yes I received a call from conns cooperate office at noon yesterday with the same resolution offer which I'm ok with. I want to use this measure to thank the office of Revdex.com for all effort in resolving this issue.

Thank you for the opportunity to respond to Mrs. [redacted] complaint.  We researched Mrs. [redacted] complaint and found her issue has been addressed and resolved.  Our records show an exchange was approved for Mrs. [redacted] to replace her refrigerator.  As of 8/28/15, Mrs. [redacted] new...

refrigerator has been delivered and received in good order.  We sincerely apologize to Mrs. [redacted] for his experience and any inconvenience that has been caused regarding this matter.        We have included supporting documents in our response.If we may be of further assistance, Mrs. [redacted] may contact Customer Service at[redacted].Kind regards,Jana [redacted]

Thank
you for the opportunity to respond to Mrs. [redacted] complaint. Our records
show on 6/10/15, Mr. [redacted] purchased the Jackson Halle Basil furniture set
which consist of four pieces (sofa, loveseat and two chairs) and elected to
purchase a 48- month FurnitureGard Plan for each item. Mr....

[redacted] living
room set was delivered and received in good order on 6/11/15; no damages were
reported regarding these items.
 
We
researched Mrs. [redacted] complaint and found on 6/29/15; Conn’s located in
[redacted], ** contacted our Customer Helpdesk on Mrs. [redacted] behalf regarding
the seams coming undone and provided photos. Mrs. [redacted] was contacted by a
representative and advised we would need to schedule a service appointment to
have a serviceman assess her furniture. Mrs. [redacted] contacted our service
department on 6/30/15 stating the seating area is sinking in and seams
unraveling on all four pieces. Our records show Mrs. [redacted] was scheduled to have a serviceman assess all four furniture pieces on 7/15/15; upon
inspection the technician found stringing on the seat casings, and small tear
hole on the right side seat casing.  The
technician also noted the corners had been torn exposing the wood.  As the technician typed his report Mrs.
[redacted] continued to add issues that were not originally reported.
 
As a gesture of goodwill Conn’s has agreed to
even exchange Mrs. [redacted] furniture pieces for the same design originally
selected.  Mrs. [redacted] may visit her
nearest Conn’s to schedule the delivery.
 
If we may be of further
assistance, Mrs. [redacted] may contact our Customer Service department at
[redacted]Kind regards,Dyeisha W[redacted]

Thank you
for the opportunity to respond to [redacted] complaint. After researching
[redacted] complaint we found her issue has been addressed. Our records
show on 7/29/15, [redacted] was approved to exchange his refrigerator under
the Terms and Conditions of the Repair Service...

Agreement. We show on 7/30/15,
[redacted] re-selected a [redacted] and elected to
purchase an additional 24-month [redacted]. [redacted] refrigerator was delivered
and signed as received in good order on 7/31/15. We also show a food loss claim
has been submitted for processing for up to $150 which is the maximum amount
allowed; we ask to please allow 10-14 business days for processing.
 
We
sincerely apologize for any inconvenience Mr. and [redacted] experienced in
this process.
 
If
we may be of further assistance, [redacted] may contact our Customer Service
department at [redacted].Kind regards,Dyeisha W[redacted]