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 contacted to report gas leak with range and was recommended by Conn’s technician to have plumber out to inspect home, but the plumber found the issue was with the range; and 2)       He is requesting a refund for the fee spent to have a plumber inspect home.       Our investigation reveals that: 1)    Mr. [redacted]’s range was inspected on three separate occasions, and each technician reported there were no issues with the unit. Mr. [redacted] was recommended to contact a plumber for precaution; and 2)    We have agreed to issue a partial refund as a gesture of goodwill.     Our records show on 11/25/16, Mr. [redacted] purchased a [redacted] gas range and which comes with a 1-year limited manufacturer’s warranty. Mr. [redacted] did not elect to purchase additional coverage with Conn’s.   We researched Mr. [redacted]’s service history and found that he first contacted our service department on 6/4/17 stating the range was leaking gas. A service appointment was scheduled for 6/13/17. During the inspection the technician report that he tested the unit and it is working up to specifications. The technician also notated that he was unable to duplicate the reported issue and did not find a gas leak.   We show Mr. [redacted] contacted service again on 6/21/17 regarding the same issue. A new service appointment was scheduled for 6/26/17. During the inspections, the technician reported he found a small leak at the gas elbow before shutting off the range but could not determine the cause. The technician suggested that Mr. [redacted] contacts a plumber to inspect his home for precaution as no issues were found with the range.   Our records show Mr. [redacted] later contact service on 6/29/17 for the same issue. A service appointment was scheduled for 7/4/17. During the inspection, the technician reported that he checked for a leak with soap bubble but was unable to see or smell any gas.   We attempted to contact Mr. [redacted] on 7/20/17 to discuss his concerns but were unsuccessful and left a voice message to return our call. Although we are unable to offer a full refund for the cost to have a plumber inspect his home, we are will to refund half the amount paid ($62.50) as a gesture of goodwill. We have submitted a check request to be mailed to the address listed. We ask to please allow up to 30-days to receive payment.                     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 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]

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 accept that Conn's has accepted the new contract but they also reported 60 days late to Transunion.  It dropped my credit rating by more than 100 points.  I have requested that this be fixed and have been told that they need a copy of my report I requested it and am waiting on receiving it.   I have basically been told by their cooperate office there is nothing they can do about it.  I do not feel like this is how you should do business with "valued customers".
[Provide details of why you are not satisfied with this resolution.]
Regards,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
[Provide details of why you are not satisfied with this resolution.]
Regards,
they sale this product in there store and they should stand behind it. they knew that this furniture was knot right when they sold it to me all we are asking of them is to replace it with one that IS NOT BAD.

Thank you for the opportunity to respond to [redacted]
complaint. Our records show on 4/13/14, [redacted] purchased the
[redacted] sofa and recliner and elected to purchase a 48-month
FurnitureGard Plan for the recliner only. [redacted]...

delivery was scheduled
and received in good order on 4/19/14; no damages were reported during
delivery.
We reviewed [redacted] complaint and found she contacted
our service department on 3/14/15 stating the arm on the recliner is coming
undone. A service appointment was scheduled for 4/1/15; during inspection
the serviceman found the rocker base was squeaking due to the back clips not
being attached and the left arm stitching coming undone. The servicemen
tighten the adjusted clips but found a new mechanism and arm cover needed
to be ordered to complete repairs. The parts were ordered through the
manufacture and shipped to [redacted] residence; once received she was
schedule to install parts on 5/13/15. During installation, the serviceman
was able to install the new mechanism but found the arm cover with holes
and needed to re-order a new arm cover though the manufacture. Once [redacted] received the arm cover she was scheduled for 7/8/15; however [redacted] requested to re-schedule her appointment. [redacted] was
contacted on 7/13/15 to re-schedule her appointment however; she refused to
set a date and stated will no longer be needing service therefore; her service order was cancelled.
At this time [redacted] recliner does not meet the
qualification for an exchange; [redacted] has received the additional part
needed to complete repairs. [redacted] may contact our Service
Department at [redacted] to schedule an appointment at her earliest
convenience. We attempt to schedule appointments that are convenient for
our consumers however; due to certain locations we are unable to guarantee
availability for some dates and time frames. We apologize for any
inconvenience [redacted] experienced during this process.    If we may be of further assistance, [redacted] may contact
our customer service department at [redacted].




 







Kind regards,
Dyeisha W[redacted]Customer Relations

Thank you again for the opportunity to respond to Ms. [redacted]'s concerns.  After further review, Ms. [redacted] received a payoff quote of $943.33 on April 21. 2017. She made a payment in the amount of $400.00.  On May 25, 2017 she received a payoff quote of $550.36; however, she...

remitted a payment in the amount of $503.67.  Ms. [redacted]'s remaining balance as of July 10, 2017 is $48.16.  Please note, the payoff amount updates daily.  If Ms. [redacted] would like to pay her account balance in full we ask that she contact our customer service department for an up-to-date payoff quote.  Conn's respectfully disagrees that Ms. [redacted] was not aware of the $50 origination fee as it is listed on her contract.  We have attached a copy of her signed documents for her records.  Conn's appreciates Ms. [redacted] for bringing her concerns to our attention.

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.

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 feel like I don't have any choice in being satisfied with the situation since the furniture was delivered. The furniture is very poor quality. I have had the items for a few weeks and the furniture is cracking on the bunk bed. The "formica" on the table is starting to come off. I am extremely upset that I will be paying $3000 for this JUNK!!! I do not accept the apology that the company has sent. I have asked for the items to be taken back and they told me I would have to pay fees for picking the items up and restocking the items. Its beyond ridiculous
Regards,

Thank you for the opportunity to respond to Mr. [redacted] complaint.  Our records show on5/16/15,...

Mrs. [redacted] purchased a Catnapper (Nobel) power reclining furniture set which
consisted of three pieces (loveseat, sofa, and wedge) that
came with a limited 1-year manufacturer warranty; no additional Furnituregard coverage was purchased through Conn’s. 
Mrs. [redacted] elected to have her furniture delivered; we show
all furniture pieces were delivered and completed on6/12/15.
We researched Mr. [redacted]’s
complaint and found Mrs. [redacted] contacted us on7/07/15regarding her sofa;
stating the unit was not reclining or receiving power.  A service call was
scheduled; during the inspection the serviceman found the motor needed to be
replaced.  The serviceman ordered the part and advised Mrs. [redacted] the motor would take two weeks to arrive. 
Mr. [redacted]
was scheduled for service
on8/05/15; the serviceman installed the new motor,
however the unit was still not able to receive power.  Therefore, an
exchange request was submitted and approved under the Terms and Conditions of
the manufacturer warranty.
We attempted to contact Mr. [redacted] on8/11/15to address his concerns and advise him of his exchange approval,
but we were unsuccessful in our attempt.  Mr. [redacted] may visit his nearest Conn’s location to
initiate his exchange and schedule delivery.  We sincerely apologize to Mr. [redacted] for any inconvenience he has experienced during
this process.   
If we may be of further assistance, Mr. [redacted] may contact our Customer Service department at[redacted].
Kind regards,
Jana A[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.  
They did contact us and scheduled a pick up day and time. My father stayed at my house all day waiting for them and they never showed up. We still have not heard from them. When I try and call I am told to try again later or told that they will return my call. I have specifically asked that they call my number after 4pm as my husband and I are both school teachers and we cannot answer our phones when we have students in our classes. I really want this resolved ASAP as we are going on 2 months. 
Regards,
  [redacted]

Thank you for the opportunity to respond to Mrs. [redacted]
dispute.  We appreciate Mrs.
[redacted] for bringing her concerns to our attention.  We researched Mrs. [redacted] complaint
and found her issue has been addressed. 
After researching...

Mrs. [redacted] complaint; we found the
dishwasher garbage disposal was not installed properly.  Due to the improper installation; Conn’s
agreed to return the disposal.  We
also agreed to honor her request to credit the disposal installation fee.  Mrs. [redacted] will need to visit her
nearest Conn’s location to have the refund applied to her Visa credit card.

      
If we may be of further assistance, Mrs. [redacted] may contact
our Customer Service department at 1-877-358-1252.




 







Kind regards,
 
[redacted]
Customer Relations

Thank you again for the opportunity to respond to Ms. [redacted]'s concerns. Ms. [redacted] will need to allow up to 30 days for review regarding credit reporting.

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 [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]

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.

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.  
Sent: Tuesday, October 06, 2015 1:31 AM To: drteam Subject: ID: [redacted]Hi,I just got the message that my complaint has been closed however I missed the previous email with the businesses response. I can not believe that Conns completely destroyed my laptop and all of the hard work and memories that I have on there! I am so upset and am not happy at all. In their statement, they said, "Ms. [redacted]’s request to return her hard drive was forwarded to the service manager for review. However; we confirmed prior to receiving Mrs. [redacted]’s request, her laptop was already shipped off for disposal. Once the unit has been disposed, we have no way of retrieving the parts." This is a lie! I was never informed that my laptop was completely destroyed, this is why I kept calling hoping that it would not happen. I called Devin and left him a voicemail asking him about saving my hard drive just 15-30 minutes after he told me they couldn't repair my laptop. I don't believe that they have done their due diligence on this matter, when I was calling around nobody knew how to direct me or where my laptop was. I don't believe that my laptop has been destroyed. I have so many important documents and cherished media on there. Is there anything else that I can do? This is not right at all.[redacted]

Thank you for the opportunity to respond to [redacted] concerns regarding accounts [redacted] and [redacted]. [redacted] stated her contract was re-written, but the account did not close.    According to our records, [redacted] signed a 32-month retail installment contract on March 7, 2016. ...

This contract created account [redacted].  On March 26, 2016, [redacted] returned some items from that invoice and signed a replacement retail installment contract.    On April 22, 2016 account [redacted] was closed.  The $70.00 payment [redacted] submitted on April 19, 2016 was applied to account [redacted].  We have attached copies of [redacted] payment histories as verification.    Conn’s values [redacted] as a customer and apologizes for any inconvenience she has experienced due to this matter.     Thank you, Cheryle S[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.  
Since the response issued on 9/7/16 the company asked me to wait 30 days to review, however they in turn submitted information to Equifax. Information sent caused further damages to my credit. My payment made in August still did not bring me current. so, while the company wants me to wait for their response they continue to do nothing to correct the problem. I have two reports from the credit agencies attached
Regards,

Thank you for the opportunity to respond to Mr. [redacted]’s complaint. Our records show on7/02/16, Mr. [redacted] purchased the [redacted] Sectional living room furniture which consist of three pieces (left sofa, corner sofa and daybed) and elected to purchase a 36-month FurnitureGard Plan. We...

researched Mr. [redacted]’s service history and found that he contacted us on 1/11/17stating the seat cushions are sinking on all three furniture pieces. A service call was scheduled for 1/25/17; during the inspection the serviceman found that two cushion cores is flat on the left sofa and loose boards on the bottom frame of both the left and corner sofa. The serviceman was able to re-attach the boards on the left and corner sofa to complete the repair but ordered two new cushions core for the left sofa; no problems were found with the daybed. Our records show that the parts were ordered through the manufacturer to be shipped to Mr. [redacted]’s residence. We were able to track the parts and found that items were returned to sender due to the incorrect address was entered in error. We have re-submitted the parts to be shipped to Mr. [redacted]’s address listed on file. Once Mr. [redacted] received the parts, he may contact our Service Department at 1-855-266-6349 to schedule installation. We sincerely apologize for any inconvenience Mr. [redacted] experienced as a result of the delay. If we may be of further assistance, Mr. Mr. [redacted] may contact us at 1-866-765-1513. Kind regards, Dyeisha W[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.