Alan J. Slobodnik, M.S.W.

Thank you again for the opportunity to respond to Ms. Lipford's concerns regarding her account.  As stated in our previous response due to the contract terms being different on each account and account [redacted]7431 being an active “cash-option” account, we are unable to honor her request to combine the accounts at this time. We have included copies of Ms. Lipford’s signed retail installment contracts for her records. Conn's respectfully disagrees that Ms. Lipford has been penalized as she accepted the terms of her contracts at the times of purchase.Conn's values Ms. Lipford as a customer and appreciates her for bringing her concerns to our attention.

Thank you for the opportunity to respond to [redacted] complaint.  Our records show on5/14/16, [redacted] purchased a [redacted] Kingston dinette set which consisted of seven pieces (table and six chairs) with a 36-month Furnituregard Plan on all seven pieces. ...

Mrs. [redacted] provided a copy of Conn’s Return & Exchange Policy at the time of purchase which 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 [redacted] also signed her invoice acknowledging that she was given a copy of the Furnituregard Plan brochure and that she understood the coverage associated with the covered product.  [redacted] elected to have her items delivered; which was completed on5/15/16.   We researched Mrs. [redacted] complaint and found she contacted us on10/12/16regarding her table.  Mrs. [redacted] stated the middle of her table was dipping and the board was falling off.  Our records show on10/14/16, Mrs. [redacted] refused to have service and request to have her table exchanged.  Mrs. [redacted] was informed her table would have to be assessed before we could determine what further action is needed.  [redacted] indicated that she was not satisfied with the dates provided to schedule her service appointment and again refused to have her table assessed.  Our records show we attempted to contact [redacted]on several occasions to schedule an appointment but we were unsuccessful.  We spoke with [redacted] and scheduled her service inspection for Saturday(10/22/16) upon inspection the service man found the table had snapped in half and was unrepairable therefore an exchange has been approved.    [redacted]’s has been contacted and aware of the approval.   If we be of further assistance, Mrs.[redacted] may contact our Customer Service Department at1-877-358-1252.      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.  
[Provide details of why you are not satisfied with this resolution.]
Regards,
 I would like a credit on my account. I contacted ** and they came out to fix my appliance. I also would like my hardwood floors fixed where the dishwasher leaked on them and messed them up. The store manager of the Spartanburg Conns has pictures of where my floors were damaged. The store manager even gave me a replacement line when I went into complain off another dishwasher. My floors were only a few years old and now you cant even walk on them without cutting your foot.

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,
I was never given option to buy chair but I would never buy another thing bc of deceptive practices....I was told I HAD to purchase there insurance even after I explained to salesman I had insurance. Why would Inpay additional fee...credit was given bc I complained that I was overcharged which was the truth in was not apart of a price guarantee...they admittedly made mistake and corrected. Guarantee Inwas told did not include other stores only if THEY changed price found same set for $600 cheaper I was never told about additional charge free delivery means free. I would have opted for free TV. If I knew about warranties I would have not cancelled them. I purchased the set bc of chair...instead of apologizing they put up lies about an "investigation" whodid they interview the crooked salesman??? I am guilty of not reading invoice but was never given paper invoice. It was done on a tablet and sent to email. Did not have access to computer til later date I trusted salesmanWhen I cancelled warranties was told I would get copy sent to email. To date no email. Call that customer service number and my bill was not corrected to reflect credit and I still don't have proof. Whoever responded to inquiry was a poor representative of company as was the crooked salesman. I have plenty of room for chair in my home and have purchased a chair from another reputable company that I was completely satisfied with. This company was low budget and I make a point to tell everyone of my horrible experience. I would have respected more if an apology was issued. Classless business with classless employees.

Thank you for the opportunity to respond to Mrs. [redacted] complaint. Our records show on11/12/16, Mrs. [redacted] purchased two [redacted] Black sofas and elected to purchase a 36-month FurnitureGard Plan. We show on11/20/16; Mrs. [redacted] elected to pick up her furniture from our warehouse...

located in San Antonio, TX. Mrs. [redacted] signed her pickup clip acknowledging that items were received in good order. As listed on the signed pickup slip“Please thoroughly inspect your merchandise for damage before loading. An exchange or price concession will not be authorized for damage discovered after the product leaves the warehouse or store”.   We researched Mrs. [redacted] complaint and found that she contacted our customer service department stating when she unwrapped the items at home she noticed the legs on the sofa was damaged and requested an exchange. Mrs. [redacted] was informed that we are unable to process an exchange as we are unable to determine when or how damages may have occurred once the item(s) have left the warehouse. We attempted to contact Mrs. [redacted] on12/28/16but were unsuccessful and left a voice message to return our call.   Although Mrs. [redacted] furniture does not meet the qualifications for an exchange; Conn’s has agreed to ship Mrs. [redacted] new legs for her sofa as a gesture of goodwill.   If we may be of further assistance, Mrs. [redacted] may contact us at1-866-765-1513.   Kind regards,   Dyeisha [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.  We researched Mr. [redacted]s complaint and found that his items were scheduled for delivery on 6/19/17. During delivery the loveseat was received in good order, however; the sofa was refused due to damages were found on the unit. Our records show we re-delivered Mr. [redacted] a new sofa on 6/20/17 in good order.  In regards to Mr. [redacted]s account, after further review, we show his purchase did not meet the qualifications to be combined with his previous account. Ms. [redacted] was contacted by the Regional District Manager regarding their concerns and was offered a refund to the account for the delivery fee. Conn’s values Mr. [redacted] a customer and appreciates him for bringing this matter to our attention to ensure it is addressed.   We sincerely apologize for any inconvenience Mr. [redacted] experienced during this process.

Thank you for the opportunity to respond to Mr. [redacted] complaint.  Our records show on 12/13/15, Mr. [redacted] purchased a [redacted] (Course Super) king mattress that came with a limited manufacturer warranty and (2) [redacted] (Motion Perfect2) KG/TWN XL adjustable bases with a 36-month...

Furnituregard Plan on both bases.  We confirmed Mr. [redacted] mattress qualified for [redacted] 120-Day Comfort Guarantee (In Home Trial).  Mr. [redacted] signed invoice indicates at the time of purchase he acknowledged he was provided a copy of Conn’s Return and Exchange Policy which 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 **Mr. [redacted] elected to have his items delivered; which was completed on12/19/15.  We researched Mr. [redacted] complaint and found he contacted us on12/28/15 regarding his mattress; stating the unit had a lump in the middle.  A service call was scheduled; during the inspection the serviceman found the mattress had a hump in the middle running length of the bed and felt like a hole was in the material on each side of the bed.  We show Mr. [redacted] contacted us on 1/27/16; Mr. [redacted] was reminded that his mattress qualified for [redacted] Comfort Guarantee and he would need to contact his local Conn’s for further assistance.  After further review we found an exchange was approved on2/05/16 under the Terms and Conditions of the manufacturer warranty.  Mr. [redacted] was issued a credit up to the original amount he paid which was $1,699.99 to reselect a new mattress.  Mr. [redacted] may visit his nearest Conn’s location to reselect and schedule delivery.  In regards to Mr. [redacted] adjustable bases; we are unable to exchange the bases.  Conn’s has a No Return and Exchange Policy on furniture and mattress unless inspected by a Conn’s Service Technician and is found to have a manufacturer’s defect.  If Mr. [redacted] is in need of service on for his adjustable bases; he may contact [redacted] at [redacted] to schedule an appointment.         If we may be of further assistance, Mr. [redacted] may contact our Customer Service department at [redacted] Kind regards,  J[redacted]

Tell us why here...Thank you for the opportunity to respond to Mr. [redacted]’s complaint. We researched Mr. [redacted]’s complaint and found that he was contacted by the district manager regarding his concerns and his issue has been addressed. We sincerely apologize for any inconvenience Mr. [redacted]...

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]

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to Ms. [redacted]’s concerns. We have a more than 120-year history of quality customer service and satisfaction, and I 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) that her beds broke within a week of purchase; 2) she was informed that she needed bunkie boards but have not been able to get assistance; and  3) she continues to have issues with the unit.   Our investigation reveals that: 1) we issued an even exchange on both bed rails and; 2) we informed Ms. [redacted] that bunkie boards could be added for additional support but they are not included with her purchase; and 3) the unit has been repaired as listed under the Terms and Conditions of the Warranty.   Our records show 6/5/16, Ms. [redacted] elected to purchase two separate [redacted] full bedroom sets which include the headboard, footboard, rails, dresser and mirror. Ms. [redacted] elected to purchase a 36-month FurnitureGard Plan on her bedroom furniture.    We researched Ms. [redacted]’s service history and found that she contacted our Service Department on 6/7/16 stating the rails and slates are broke on both bed sets. A service appointment was scheduled for 6/10/16.   During the inspection, the serviceman found the slats were broken in the center and notated the units did not have a box spring or bunkie boards for support. The serviceman reported that he was able to add lumber to repair the center support leg, but the rails were broken beyond repair. The serviceman notated that he advised Ms. [redacted] to add bunkie boards to the beds for additional support. However, Ms. [redacted] was informed that we are unable to provide additional support for the units as it is not covered under warranty.   We show Ms. [redacted] was approved for an even exchange on both rails which were re-delivered and assembled on 6/16/16. Our records show Ms. [redacted] contacted service again on 6/27/16 stating one of the bedroom rails and slate broke again. A service appointment was scheduled for 6/30/16 in which the serviceman found the rails and slates broken. Ms. [redacted] was advised that we will issue an exchange on the rails and footboard as a gesture of goodwill but was advised again to add additional support. Ms. [redacted] new rails and footboard was delivered and installed on 7/14/16.   Our records show Ms. [redacted] contacted our Service Department again on 4/10/17 stating the rails broke again on one of the bedroom sets. A service appointment was scheduled for 4/14/17.  During the appointment, the serviceman found that the right inside rail broke apart and the left inside rail pulled apart from the brads beyond repair. The serviceman notated that the rails will continue to break without the support of a box spring or bunkie boards. Ms. [redacted] was notified that her rails were approved for an exchange under the Terms and Conditions of the FurnitureGard Plan purchased as a one-time exchange. Ms. [redacted] new rails were delivered on 4/19/17.   Since the new rails were delivered, Ms. [redacted] contacted us on 4/29/17 stating the rails broke near the headrest. We scheduled an appointment for 5/3/17 in which the serviceman found the top bed slate broke in half. The serviceman added support wood and screws to complete the repairs but again suggested adding bunkie boards to give additional support.  Ms. [redacted] has been advised on several occasions that she will need to add bunkie boards for additional support to avoid this issue.   Conn’s values Ms. [redacted] as a customer and appreciates her for bringing her concerns to our attention.

Revdex.com:
This letter is to inform you that Conns Appliance, Inc. has carried out to my satisfaction the resolution it proposed for my complaint, filed on 11/14/2016 and assigned ID [redacted].
Regards,

Thank you for the opportunity to respond to Mr. [redacted]’s complaint. Our records show on 7/07/16, Mr. [redacted] purchased a [redacted] bed which consisted of three pieces (headboard, footboard, and rails) with a 36-month Furnituregard Plan on all three pieces, a [redacted] Tropic Water queen...

mattress that came with a limited manufacturer’s warranty, a [redacted] queen box spring that came with a limited manufacturer’s warranty, a [redacted] mocha reclining loveseat and recliner that came with a limited 1-year manufacturer’s warranty on both pieces, and a [redacted] power recliner with a 36-month Furnituregard Plan. Mr. [redacted] was provided a copy of Conn’s Return & Exchange Policy at the time of purchase which states:No Returns or Exchanges on -Furniture, mattresses, décor & accessories unless inspected by a Conn’s Service Technician and found to have a manufacturer’s defect. **Mr. [redacted] elected to have his items delivered; which was completed on 7/09/16. After researching Mr. [redacted]’s complaint we found he contacted us on 7/20/16 regarding his [redacted] power recliner; stating the unit was damaged during delivery. After reviewing Mr. [redacted]’s service history we found an exchange was approved to replace his recliner. Our records indicate Mr. [redacted]’s new recliner was delivered and received on8/10/16in good order. In regards to Mr. [redacted] returning his bed frame; Conn’s has a No Return & Exchange Policy on Furniture, mattresses, décor & accessories. Therefore, we are unable to honor Mr. [redacted]’s request to return his bed frame. If we may be of further assistance, Mr. [redacted] may contact our Customer Service Department at 1-877-358-1252. Kind regards, Jana [redacted]Customer Relations

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  The serviceman that came out told us he was new with the company. I explained to him one of the scratches was in fact from my dog. The peeling on the recliner is obviously not dog related. You can tell by looking at it. He said he would turn in the pictures and I could call to let them and explain what the others scratches and peeling is from. I called and explained what they were but they had already closed out the call. I spoke with Rhino, the store manager and he also said that it should be covered. I know that pet scratches are not covered. I would never have called and did a claim if they were pet related. I purchased this expensive set of living room furniture based on the covert for the warranty we purchased. I want the furniture fixed. I got tired of getting the run around from the store manager that I contacted Revdex.com and other sources as well. If the damages to my furniture was pet related I would not have started a claim. I am aggravated with being told its pet damage and it's not. 
[Provide details of why you are not satisfied with this resolution.]
Regards,

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 ABSOLUTELY DO NOT AGREE WITH CONN'S RESPONSE TO MY COMPLAINT AND COMPLETELY REJECT IT!!!I did not find out that Conns was even going to come out with the correct parts until THAT DAY!!!! AND I ALREADY WENT OUT OF TOWN ON VACATION.  2- Mr. [redacted] has been contacted by a member of management regarding his concerns; ----- THIS IS AN ABSOLUTE LIE!!! NO MANAGER HAS EVER CALLED ME BACK AT ALL AND THE REASON I WAS ABLE TO SPEAK TO A MANAGER IS BECAUSE I WENT TO THE ACTUAL STORE AND SAT THERE UNTIL A MANAGER HELPED ME!!! 3- Mr. [redacted]’ dryer does not meet the qualification for an exchange at this time due to the reschedules initiated by the customer. ----THIS IS AN ABSOLUTE LIE !!! I HAVE NEVER EVER RESCHEDULED ANY TYPE OF REPAIR WITH CONNS!!! EVER !!!! HOW DARE A COMPANY LIKE THIS IS LYING ABOUT A VETERAN OF THE US THAT SERVED IN THE ARMY AND I AM COMPLETELY DISABLED.  I HAVE NO REASON TO LIE AND I AM ALWAYS HOME.  The technician “Jerry rigged” the timer for it to work. All the dryer did was spinning the drum and not producing heat to dry the clothes. I AM PAYING MORE FOR MY SERVICE CONTRACT - WARRANTY THAN I DID ON MY DRYER ALL TOGETHER.  CONN'S REPAIR MEN HAVE TOLD ME THAT THEY COULD NOT GET THE PARTS AND THEY DID NOT KNOW WHAT TO DO.  I AM A DISABLED VET AND I DESERVE TO HAVE THE SERVICE THAT I PAID FOR!!!! I have been with Conns for over 7 years!!!ALSO, PER CONNS THEY STATED THAT A WOMAN BY THE NAME OF MS [redacted] CALLED AND CANCELED MY APPT FOR REPAIR THAT DAY!!! THAT IS JUST A STRAIGHT LIE ... I AM NOT MARRIED, OR HAVE A GIRLFRIEND OR ANY WOMAN IN MY HOME...WHEN I CALLED THE REPAIR TECH HE SAID THE ---HE---- CALLED THE WRONG NUMBER!!! I HAVE BEEN TREATED VERY POORLY AND I BELIEVE DISCRIMINATED AGAINST DUE TO MY AGE OR WHO I AM.  I CALLED AND CALLED CORPORATE TOO AND ACTUALLY LET THE PHONE RING OVER 30MIN WITH OUT ANYONE ANSWERING THE PHONE  Our records show on 4/27/16, Mr. [redacted] purchased a ** washer and dryer and elected to purchase 48-month Repair Service Agreement Plan. We researched Mr. [redacted]’ complaint and found that he first contacted our service department on 6/22/16 stating his dryer is making a squeaky noise. A service appointment was scheduled for 6/25/16.  During the inspection, the technician found the vent was blocked and was able to remove the blockage to complete minor repairs. Our records show on 4/27/16, Mr. [redacted] purchased a ** washer and dryer and elected to purchase 48-month Repair Service Agreement Plan. We researched Mr. [redacted]’ complaint and found that he first contacted our service department on 6/22/16 stating his dryer is making a squeaky noise. A service appointment was scheduled for 6/25/16.  During the inspection, the technician found the vent was blocked and was able to remove the blockage to complete minor repairs. Mr. [redacted] contacted our service department again on 9/8/16 regarding the same issue. A new service appointment was scheduled for 9/9/16. During the inspection, the technician found parts were needed to complete the repair. Once we received the parts, Mr. [redacted] was scheduled for installation on 9/16/16. The technician installed a new bearing top, sleeve bearing and drum to complete repairs. Our record show Mr. [redacted] last service call with Conn’s was received on 6/5/17 stating the dryer is not drying his clothing. A service appointment was scheduled for 6/13/17. During the inspection, the technician found parts were needed for repair. Once we received the parts, Mr. [redacted] was scheduled for installation on 7/6/17.  However; upon installation, the technician found the incorrect parts were received and had to re-order the correct parts. We received the correct parts from the manufacturer, and Mr. [redacted] was scheduled to have all parts installed on 7/21/17.  On the day of service, someone called in and identified herself as Mrs. [redacted] and requested to reschedule for the following weekend.  Mr. [redacted] called 7/22/17 and requested to reschedule service for the morning of 8/4/17 because he was going to be out of town. At this time Mr. [redacted]’ dryer does not meet the qualifications for an exchange. We will continue with any covered repair needs and listed under the Terms and Conditions of the repair Service Agreement Plan. We sincerely apologize for any inconvenience Mr. [redacted] may have experienced as a result of the delay.                 Conn’s values Mr. [redacted] as a customer and appreciates him for bringing this matter to our attention.2)    Mr. [redacted] has been contacted by a member of management regarding his concerns; and3)    Mr. [redacted]’ dryer does not meet the qualification for an exchange at this time due to the reschedules initiated by the customer. Our records show on 4/27/16, Mr. [redacted] purchased a GE washer and dryer and elected to purchase 48-month Repair Service Agreement Plan. We researched Mr. [redacted]’ complaint and found that he first contacted our service department on 6/22/16 stating his dryer is making a squeaky noise. A service appointment was scheduled for 6/25/16.  During the inspection, the technician found the vent was blocked and was able to remove the blockage to complete minor repairs. Mr. [redacted] contacted our service department again on 9/8/16 regarding the same issue. A new service appointment was scheduled for 9/9/16. During the inspection, the technician found parts were needed to complete the repair. Once we received the parts, Mr. [redacted] was scheduled for installation on 9/16/16. The technician installed a new bearing top, sleeve bearing and drum to complete repairs. Our record show Mr. [redacted] last service call with Conn’s was received on 6/5/17 stating the dryer is not drying his clothing. A service appointment was scheduled for 6/13/17. During the inspection, the technician found parts were needed for repair. Once we received the parts, Mr. [redacted] was scheduled for installation on 7/6/17.  However; upon installation, the technician found the incorrect parts were received and had to re-order the correct parts. We received the correct parts from the manufacturer, and Mr. [redacted] was scheduled to have all parts installed on 7/21/17.  On the day of service, someone called in and identified herself as Mrs. [redacted] and requested to reschedule for the following weekend.  Mr. [redacted] called 7/22/17 and requested to reschedule service for the morning of 8/4/17 because he was going to be out of town. At this time Mr. [redacted]’ dryer does not meet the qualifications for an exchange. We will continue with any covered repair needs and listed under the Terms and Conditions of the repair Service Agreement Plan. We sincerely apologize for any inconvenience Mr. [redacted] may have experienced as a result of the delay.                 Conn’s values Mr. [redacted] as a customer and appreciates him for bringing this matter to our attention.
Regards,

Thank you
for the opportunity to respond to Mrs. [redacted]’ complaint. We contacted Mrs.
[redacted] on 6/19/15 and her issue has been addressed. We sincerely apologize for
any inconvenience Mrs. [redacted] experienced during this process. We appreciate
Mrs. [redacted] for bringing this matter to our attention and...

have forwarded her
information to upper management to ensure this does not happen in the future.
 
If
we may be of further assistance, Mrs. [redacted] may contact our Customer Service
department at 1-877-358-1252.Kind regards,Dyeisha W[redacted]

Thank you for
the opportunity to respond to Mrs. [redacted]’ concerns regarding account
#[redacted].  Mrs. [redacted] stated there
was an overpayment processed on her account in January 2015; however, she has
not received her refund check for the overpayment.
 
According to
our...

records, we received a payment in the amount of $120.00 on February 1,
2015.  This overpaid the account by
$120.00.  Mrs. [redacted] called to report
the overpayment and Conn’s issued a refund check in the amount of $120.00 to
Mrs. [redacted] for the overpayment.  Mrs.
[redacted] received the refund check in the amount of $120.00. 
 
Mrs. [redacted]
called and stated she received the check; however, her child damaged the check
and she requested the check be canceled and reprocessed. 
 
We have reprocessed
the check request and the request for a new check has been processed.  Mrs. [redacted]’ new refund check will be
mailed out on June 26, 2015.  We ask that
she please allow 7-10 business days for processing.  If Mrs. [redacted] does not receive the new
refund check within 7-10 business days, we ask that she contact us directly so
we may track the check.
 
We value Mrs.
[redacted] as a customer and apologize for any inconvenience she has experienced
due to this matter.   Thank you,Cheryle [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.  Since Conn's has been unable to repair the refrigerator in a timely manner, they have agreed to replace it with a new comparable model. I have accepted this resolution. Thank you.

Than you again for the opportunity to respond to Mr. [redacted]'s concerns regarding account [redacted]6853.  Conn's is unable to reimburse any NSF fees charged by Mr. [redacted]'s financial institution, as Mr. [redacted] authorized the payments posted to his account.  Mr. [redacted]'s next payment due date is January 14, 2016.  Again we value Mr. [redacted] as a customer and appreciate him for bringing his concerns to our attention.    Thank you, Cheryle S[redacted]

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to the concerns you have 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 Mr. [redacted]’s retail installment contract or promissory note and security agreement, invoice, coupon book, and welcome letter. As a reminder, he may contact Conn’s regarding questions about his purchase by calling our Customer Service Helpdesk at 1-877-358-1252, or on-line at www.conns.com.     Mr. [redacted] stated in his complaint that: he did not receive a payment booklet; he submitted a payment in March 2017 but it was not applied to his account; he was not aware of the insurance on his account; he would like the March payment applied to his account; he would like the credit marks removed; and he would like the insurance removed from his account. Our investigation reveals that: a payment booklet was mailed to the address on file 7-10 business days after purchase and again on December 15, 2016 at Mr. [redacted]’s request; Conn’s has no record of receiving a payment in March 2017; Mr. [redacted] was aware of the property insurance on his account; Mr. Mr. [redacted] will need to send in proof of payment for the March 2017 payment; Conn’s is obligated to report factual information to the credit bureaus and we are unable to remove the delinquent credit marks due to payments not being made timely; and Mr. Mr. [redacted] provided proof of insurance and the credit was applied to the account on June 19, 2017. According to our records, Mr. [redacted] signed a 36-month promissory note and security agreement on November 3, 2016. He agreed to have his minimum monthly payment of $121.72 due on the 16th of each month.    When a payment is late, we routinely begin call attempts to the telephone numbers provided on the credit application, as a reminder to ensure payments will be made timely. It is normal practice for our company to begin call attempts to assist consumers from falling behind on their account. Mr. [redacted] may pay on-line, in his local Conn's store, by mail, or over the phone if it is more convenient for him, before the due date. Additionally, if Mr. [redacted]’s pay date has changed, he may benefit from requesting a change of his due date each month. We ask that Mr. [redacted] contact us if he would find this beneficial. Conns’ respectfully disagrees that it has harassed Mr. [redacted] as we have been unable to reach him regarding the past due balance owed on his accounts.   A payment booklet was mailed to the address on file 7-10 days after the initial purchase. On December 15, 2016, Mr. [redacted] contacted our customer service department and requested another payment booklet. A second payment booklet was mailed out at that time.   Conn’s has no record of receiving a payment on Mr. [redacted]’s account in March 2017. We ask that Mr. [redacted] please provide proof of payment so we may investigate the matter further.  Mr. [redacted] will need to provide a copy of the receipt, bank statement, credit card statement, or the front and back of the negotiated check depending on the payment tender.   Conn’s is obliged to report factual information to the credit bureaus and we are unable to remove the negative credit marks assessed on the accounts due to payments not being made timely.   Due to this being a secured promissory note and security agreement, the merchandise must be insured with property insurance, either purchased through Conn's or provided by the customer under their own homeowner's or renter's policy until the contract is paid in full. In the event the customer has an alternative insurance policy, they are able to send that policy into our insurance department to receive full credit if presented within 30 days of the purchase date or prorated if after this time as long as the declaration pages shows coverage from the date of purchase to the present date. Additionally, Mr. [redacted] signed the Notice of Proposed Insurance page and the Freedom to choose page regarding the insurance. We have included a copy of Mr. [redacted]‘s signed promissory note and security agreement, freedom to choose and notice of proposed insurance page for his records. Mr. [redacted] provided proof of insurance and an insurance credit in the amount of $305.33 was applied to his account on June 19, 2017.  We have included a copy of the payment history as verification the insurance has been credited to the account.   Conn’s appreciates Mr. [redacted] for bringing his concerns to our attention.

According to our records and recorded calls, [redacted] made several attempts to schedule a payment for $62.47 for extensions to bring her account current; however, the attempts to process the payment failed due to NSF.  Since [redacted] authorized the payments we are unable to refund the NSF fees she has assessed due to the payment attempts.  [redacted] also stated she was informed that she would be able to take advantage of the [redacted] insurance she purchased with her account.  [redacted] requested the paperwork so she could file a claim with the insurance company.  We complied with that request; however, Conn’s cannot determine if a claim will be paid by the insurance company.  When requested, the necessary documentation mailed to the customer in order for them to file the claim.  That completed information is forwarded to the insurance company for review.  The insurance company determines if a customer’s claim will qualify or be rejected

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.]I spoke with Conn's several times between the dates of 11/3 and 11/13. The day I spoke with the representative about the supposed damage to the phone, I was asked if there were any cracks or scratches on the phone. I told her there was no cracks but a few scratches, as does anyone. The phone was damaged from the motherboard. As seen and confirmed by Kendall [redacted], the phone had NO physical damage. Leaving responsibility to have the phone serviced at Conn's. I believe they are just looking for an excuse to not take that responsibility because they do not know how to resolve the issue; being that the manufacturer of the phone informed Conn's and Kendall, that the phone is an international matter and not their responsibility. We asked for help with the phone due to the motherboard burning out, not because of physical damage to the phone. As I have stated before we have contacted several people about the issue and so has Kendall who is the employee at Conn's who sold us the phone. When Kendall spoke with the representative they told him a different story. Kendall even informed us that a representative informed him as well that at one point during one of the many attempts from me calling, that it is documented that they were going to put the work order through to resolve the issue. But being that I did not have the money that day I asked to continue the work order at a later time. When Kendall spoke with the representative about said issue, they informed him there would be no charge. What changed with that I am not sure. It seems to me no one knows what they are doing or knows how to handle any of this as everyone just keeps going back on what they say time and time again. Kendall was informed that he would have to contact the country from which the phone came. As I spoke with Kendall yesterday he told me that his merchandiser told him that it would be [redacted] that he would contact to resolve the issue. But as Kendall seen for himself he already contacted [redacted] and was told they couldn't help him because the phone is not from here and he would need to contact the country from which the phone came. So we are at a loss as Kendall is. And again as Kendall has seen there was no physical damage to the phone. The mother board is burnt out. Which leaves it to the manufacturer, but no one knows who the real manufacturer is. So once again this issue is in the hands of Conn's. It is not my fault they obviously don't know what they are doing. I payed close to $3,000.00 dollars for [redacted] phones and got a faulty product.All I want is for Conn's to make this right and stand by the products they sell. By handling the issue as they are, they are not showing good business practice. Terrible customer service, and excuses. I am prepared to expose this matter to all Houston media.  Texas if I have to. But as I have been a loyal and outstanding customer, faithful on all my payments and such, I wouldn't want this to happen to anyone else. I am going to use everything in my disposal to make this right.
Regards,