Alan J. Slobodnik, M.S.W.

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 has contacted us for repairs to his refrigerator, but issue has not been resolved; 2)      He is requesting an exchange; 3)      He is requesting a refund for the warranty; and 4)      He is requesting to be reimbursed for food loss.            Our investigation reveals that: 1)    Mr. [redacted]’s refrigerator has been serviced as listed under the Terms and Condition of the Repair Service Agreement Plan; 2)    Mr. [redacted]’s refrigerator was approved for an exchange on 7/5/17; 3)    Mr. [redacted]’s exchange was approved under the Terms and Conditions of the Repair Service Agreement which fulfills the warranty terms; and 4)    We have attached a food loss form for Mr. [redacted] to submit for processing.     Our records show on 12/4/15, Mr. [redacted] purchased a Samsung 3-door French refrigerator and elected to purchase a 36-month Repair Service Agreement Plan.   We reviewed Mr. [redacted]’s service history and found that since the date of purchase he has contacted us on four separate occasions for repairs to his refrigerator dated 12/19/16, 3/2/17, 5/19/17 and 6/27/17. During Mr. [redacted]’ last service call our records show he was contacted and informed that the first available date of service was 7/12/17. Mr. [redacted] expressed his dissatisfaction stating that he has been without a working refrigerator for too long and requested an exchange. We show on 7/5/17; we agreed to issue an exchange on the refrigerator due to the service delay.   Our records show on 7/6/17, Mr. [redacted] re-selected a [redacted] refrigerator which was delivered and received in good order on 7/8/17. We have no further records showing that Mr. [redacted] has contacted us regarding any further issues he is experiencing. We sincerely apologize for any inconvenience Mr. [redacted] experienced during this process.   Conn’s values Mr. [redacted] a customer and appreciates him for bringing this matter to our attention.

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] complaint.  We researched Mrs. [redacted] complaint and found her issue has been addressed and resolved.  Mrs. [redacted] has been contacted and informed her issue was escalated with upper management.  At the time of Mrs....

[redacted] purchase; Conn’s were not offering 36-month with no interest.  However, at the time of Mrs. [redacted] delivery; Conn’s were offering 36-month no interest.  Therefore, Conn’s has agreed to honor Mrs. [redacted] request.  We sincerely apologize to Mrs. [redacted] for any inconvenience she experienced during this matter.  If we may be of further assistance, Mrs. [redacted] may contact Customer Service at 1-877-358-1252.  Kind regards, Jana [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)       The range was delivered damaged; 2)       He contacted us to report issue with range, and the serviceman confirmed the unit was damaged; 3)       He was advised he had to pay $93 to pickup unit; and 4)       He is requesting to return the range for a full refund.                    Our investigation reveals that: 1)    Mrs. [redacted] range was delivered and signed acknowledging the item was received in good order; 2)    The delivery team returned to level the range, however; no damages were reported; 3)    Mr. [redacted] declined to have the range inspected by a technician and was informed that he would be required to pay a 15% restocking fee to return the unit; and 4)    We have agreed to return the [redacted] range.     Our records show on 6/24/17, Mrs. [redacted] purchased a [redacted] electric range which comes with a 1-year limited manufacturer’s warranty. Mrs. [redacted]’ range was delivered and signed acknowledging the item was received in good order on 6/26/17.   We researched Mr. [redacted]’ complaint and found that they contacted our delivery department stating the range was not leveled. Our delivery team returned to Mr. [redacted]’ residence the following day (6/27/17) and properly leveled the range.   Our records show Mrs. [redacted] contacted delivery again that same evening stating that the top of the range was hot when the oven was being used, and smoke was coming out. We attempted to schedule a service technician out to assess the unit, however; Mrs. [redacted] declined and requested to return the unit. Mrs. [redacted] has been informed that an inspection would be needed to waive the restocking fee.   We have received Mr. [redacted] credit card dispute and agreed to allow him to return the range.  We attempted to contact Mr. [redacted] to schedule our delivery team to pick up his range however we were unable to reach him at the time.  Mr. [redacted] may contact us at 1-866-765-1513.    Conn’s values Mr. [redacted] as a customer and appreciates him for bringing this matter to our attention.

Thank you for
the opportunity to respond to [redacted] concerns regarding a credit
application.  [redacted] stated he would
like the credit inquiry removed from his credit report because he did not give
permission for Conn’s to process the credit application.
 
According...

to
our records, [redacted] applied for credit on October 8, 2015.  We are unable to process credit requests or
tell a potential customer exactly what they will qualify for without imputing
their personal information.  [redacted]
would have needed to provide that information in order for us to proceed with
the application. 
 
We are unable
to determine what additional information will be needed to approve the
application without the initial credit inquiry. Although [redacted] opted to
cancel the credit application because he did not wish to provide additional proof
of residency, the credit inquiry had already been processed We are obligated to
report factual information to the credit bureaus and are unable to remove the
credit inquiry authorized by [redacted]. 
 
We value [redacted] and appreciate him for bringing his concerns to our attention.  Thank you,Cheryle S[redacted]

Again my couch cushions are sinking. Yes it was repaired and STILL sinking. I want this fixed or a refund. I am prepared to go to the media with my complaint. It very sad that this company is treating me this way. Definitely never shopping you again.

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: That she canceled her warranty and was told she would receive a check refund, but she still has not received a refund; andShe is requesting to receive a full refund for the warranty or credit to her account.   Our investigation reveals that: Ms. [redacted] has been informed on several occasion that we are unable to issue a check refund. Ms. [redacted]’s warranty was canceled as requested to receive a pro-rated refund of $138.08; no further credit is due.     Our records show on 7/3/17, Ms. [redacted] purchased a [redacted] Side-by-Side refrigerator and elected to purchase a 24-month Repair Service Agreement Plan.   After researching Ms. [redacted]’s complaint, we found that she requested to cancel the Repair Service Agreement Plan in October of 2017. Ms. [redacted]’s warranty was canceled, and we submitted a refund request for the pro-rated amount of $138.08 as listed under the terms and conditions. At the time of purchase, Ms. [redacted] elected to pay using her Visa card, therefore; the refund would need to be processed back on the card during the initial transaction.   Our records show Ms. [redacted] contacted our customer service department on 2/13/18 stating that she never received her refund back on her card and requested to receive a check due to the card was stolen. Ms. [redacted] was made aware that although we are unable to issue a refund check per our policy, she could dispute the amount with her bank and we could process the refund directly to her bank.   At this time we are unable to honor Ms. [redacted]’s request to receive a refund check. Ms. [redacted] has been advised that she since she no longer has the card used at the time of purchase, she can dispute the amount with her bank and we will process the refund directly to her bank account.     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 Ms. [redacted]’s concerns regarding account [redacted].  Ms. [redacted] believes the information reporting on her credit is inaccurate and she would like it removed.   According to our records, Ms. [redacted] signed a 32-month retail installment...

contract on August 4, 2013. She agreed to have her minimum monthly payments due on the 16th of each month.  Ms. [redacted] made four payments on the account with the last payment being made on January 15, 2014.  We have included a copy of Ms. [redacted]’s signed retail installment contract and payment history for her records.    Conn’s respectfully disagrees that the information is being reported incorrectly on Ms. [redacted]’s credit bureau.    Conn’s is obligated to report factual information to the credit bureaus and we are unable to remove the negative credit marks or the charged off status of the account due to payments not being made timely.  Additionally, the information can remain on Ms. [redacted]’s credit report for 7-10 years per federal guidelines.    Conn’s appreciates Ms. [redacted] for bringing her concerns to our attention.   Thank you, Cheryle [redacted]

Revdex.com:
TThe company ended up making me take a lesser product in order to receive items.  Then also tried to make me pay delivery char**s until I agreed to buy end tables. This company is a bait and switch company.  
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,

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 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.

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,
 Since I still have not received my check and also I did not get the overdraft fee of 37.00 dollars either from them this matter is not closed.

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.  There seems to be a deliberate effort to minimize the burden of being without a refrigerator that, correctly stated, had a 4 year service agreement. That statement also states that if not able to be serviced the exchange would take place. What is being left out is that the fact that for more than 3 weeks after the exchange was approved by CONNS, they still declined to make it happen regardless of my numerous calls to different departments and personnel. They claim that I made an agreement with **, and yes I did, but only after this whole ordeal had turned ridiculously and unnecesarily delayed. I saw no other option being in that position!Furthermore, the only reason that I made the mistaken decision of purchasing another refrigerator at CONNS is because, unfortunately my budget is extremely limited and they are the only company that would offer me credit after my identity was stolen.At this point I feel that downplaying the seriousness of being in this situation and a simple, indifferent apology is insulting.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 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.

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 as the company continues to be untruthful in their response.  Their empliyee called me and gave the cost of the loveseat. For them to say a customer moved the sign shows they are looking for a reason to explain their unprofessional actions. A customer didn't remove any sign(s) from this loveseat.  Honest businesses display cost clearly without any intent to deceive customers. Their continued response of blaming a customer shows they do not honor or respect our business. This is solely the fault of Conn's and their employees.   To blame the customer is pathetic. I will be sure to share this information and photos  with family, friends and other cystomers. Maybe Conns should  look closer at their sale techniques.  I will never shop there  again. 
[Provide details of why you are not satisfied with this resolution.]
Regards,

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]

Thank you for the
opportunity to respond to Mrs. [redacted] concerns regarding account
#[redacted].  Mrs. [redacted] stated
she agreed to pay a settlement amount on her account for less than the balance
owed. 
 
According to our records
and recorded calls, Mrs....

[redacted] was offered a settlement amount of
$276.31.  On February 27, 2015 Mrs.
[redacted] made a payment of $247.54 on the account, which did not fulfill
the amount of the agreed settlement.  The
account remained opened due to the settlement amount not being fulfilled.
 
On June 24, 2015, as a
one-time offer and a goodwill gesture we offered Mrs. [redacted] the option
to pay the remaining $28.77 for the original settlement amount offered and Mrs.
[redacted] agreed. 
 
As of June 25, 2015, the
settlement offer on the account has been approved and the account is in the
process of closing.  Within 30 days of
the account closing, Mrs. [redacted] will receive a letter confirming the
settlement amount has been paid in full and the account will reflect a zero
balance.
 
Please note, we are
obligated to report factual information to the credit bureaus; therefore, we
are unable to remove any credit marks earned prior to the settlement agreement
and the account will be reported to the three major credit bureaus as
charge-off settled less than full balance.
 
We value Mrs. [redacted] as a customer and
apologize for any inconvenience she has experienced due to this matter.Thank you,Cheryle S[redacted]

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.

Thank you again for the opportunity to respond to Mr. [redacted]'s concerns. As stated in our previous response,  Mr. [redacted] is currently scheduled to have his refrigerator assessed on 2/09/18.  Once Mr. [redacted]’s refrigerator has been assessed and we receive the technician’s report; we will be able to determine what further action is needed.  Conn’s values Mr. [redacted] as our customers and appreciates him for bringing this matter to our attention.

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.] Again I the customer want my current balance as of today 4/17/2017 Preeettttyyyyy Pleeeeeaaasssseee. I have the option to payoff my bills as I see fit I want my current balance as of 4/17/2017
Regards,