Alan J. Slobodnik, M.S.W.

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]

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]

Thank you for
the opportunity to respond to Ms. [redacted]’s concerns regarding account
[redacted]7931.  Ms. [redacted] stated she
authorized a payment in the amount of $75; however, the payment was processed
for $150.00.
According to
our records, Ms. [redacted] authorized a payment in the...

amount of $75.52 to process
on August 14, 2015.  The payment was
processed for $151.00 in error.  As of
September 30, 2015, we have submitted a refund for the amount of $75.48 which
is the difference between what was authorized and what was processed.  We ask that Ms. [redacted] please allow 7-10
business days for processing. 
We value Ms.
[redacted] as a customer and sincerely apologize for any inconvenience she has
experienced due to this matter.  Thank you,Cheryle S[redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint. We reached out to our marketing department and were able to confirm that Conn’s did not have a promotional offer for any [redacted] Blu-ray players for $67.88. We also contacted the store manager in our Katy, TX location who stated...

that there were no advertisements for [redacted] Blu-ray players retailed at $67.88. Although we are unable to honor Mrs. [redacted]’s request, if she is able to provide supporting documents we will be happy to look further into this matter.  If we may be of further assistance, Mrs. [redacted] may contact us at 1-866-765-1513. Kind regards, Dyeisha [redacted]

Thank you for the opportunity to respond to Mr. [redacted]’ additional comments. As mentioned in our previous response, the sales representative stated Ms. [redacted] was made aware prior to her purchase that the television was a “sold as is” model. Mr. [redacted] mentioned in a previous response that they were told the television did not have the original box, owner’s manual or accessories included prior to completing the purchase therefore; we are unable to honor Ms. [redacted]’s request. Please be mindful that Ms. [redacted]’s television has been successfully repaired as of 7/26/16 and no further issue has been reported. If Ms [redacted] is in need of further assistance, she may contact our service department at 1-855-266-6349. We sincerely apologize for any inconvenience Ms. [redacted] experienced during this process. If we may be of further assistance, Ms. [redacted] may contact us at 1-866-765-1513 Kind regards, Dyeisha W[redacted]

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

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]

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,

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,

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.

Thank you for the opportunity to respond to Mr. [redacted]s complaint.  Our records show on July 9, 2016, Mr. [redacted] purchased a [redacted] reclining sectional set which consisted of three pieces (sofa, loveseat, and wedge) with a 36-month Furnituregard Plan on all three...

pieces.  Mr. [redacted] was 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 ** Mr.[redacted] elected to have his furniture delivered; which was completed on July 11, 2016.   We researched Mr. [redacted]s complaint and found he contacted us on July 18, 2016regarding the [redacted] reclining sofa and loveseat; stating the stitching was coming loose, the middle console had a gap, the cushions were lower, and the units were broken.  We attempted to schedule Mr. [redacted] for service; however we were unable to locate a provider in Mr. [redacted]s area therefore his sofa and loveseat were submitted for a repair review for a possible exchange.  On July 20, 2016, Mr. [redacted]s exchange was approved under the Terms and Conditions of the manufacturer’s warranty.    On July 27, 2016, Mr. [redacted] contacted us regarding the third sectional piece (the wedge); Mr. [redacted] requested to have the wedge exchanged.  Mr. [redacted] was advised on July 29, 2016, that an exchange was only approved for the sofa and loveseat, because no issue was reported with the wedge.  Therefore, we were unable to honor his request to have the wedge exchanged.  As ofSeptember 8, 2016, we confirmed both pieces the [redacted] sofa and loveseat model numbers ([redacted] and [redacted]) are in stock and available for immediate delivery.    At this time we are unable to honor Mr. [redacted]s request to exchange his wedge.  Mr. [redacted] may visit his nearest Conn’s location to initiate his exchange and schedule delivery.   If we may be of further assistance, Mr. [redacted] may contact our Customer Service Department at1-877-358-1252.     Kind regards,     Jana A[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.

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:
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,
                      On or around November 23rd or 24th I had spoken to a manager from's Conn's collection about my account . I told him the situation that I was in and told him what I would agree too . My first computer the one that was broken I wanted to have it taken off my account and the second computer I wanted a new lease written up for it minus the money I have already paid for it . I told him that I had previously givin Conn's $ 109.47 for a computer that they could'nt produce . He told me that he would have the Fort Collins store here in Colorado rewrite a new lease minus what I had already paid for and would subtract the $109.47 from the contract as well . He told me that the Fort Collins sore would call me when new contract or lease was ready . I havent heard from anybody till I get this email from you guys . I called customer service to discuss this and they told me a payment is past due and  i have to pay a late fee and still have to pay the  $208.88 because they dont redo contracts . My understanding was they would redo new contract and I would continue paying on the 1 computer I do have . The price should be $104.44 not $208.88 on a new contract . I printed out the loan term paper that they sent you and it doesnt reflect the $109.47 and also the 104.44 I should be paying . Trying to figure this out so we both get what we want for THERE screw up . THIS IS SIMPLE . I WANT NEW CONTRACT FOR THE ONE COMPUTER I HAVE MINUS WHAT I ALREADY PAID ON IT FOR AND THE OTHER 109.47 TAKEN OFF FOR THE  MONEY I HAD GIVEN TO THEM FOR THE  COMPUTER THEY DIDNT HAVE . AND NOW I WANT MY LATE FEE TAKEN OFF BECAUSE I SHOULDNT HAVE TO PAY A LATE FEE WHEN A MANAGER AGREED TO SET UP A NEW CONTRACT WITH ME.

Thank you for the opportunity to respond to Mrs. [redacted]’ complaint.  Our records show on5/15/15, Mrs. [redacted] purchased a [redacted] door refrigerator with a 48-month Repair Service Agreement on invoice[redacted].  Mrs. [redacted] received a copy of Conn’s Return & Exchange Policy at the time of...

purchase and she also signed her invoice acknowledging she was given a copy of the Repair Service Agreement and that she understood the coverage associated with the covered product.  Mrs. [redacted] elected to have her refrigerator delivered; which was completed on5/23/15.   After researching Mrs. [redacted]’ complaint, we found she contacted us on four separate occasions after the manufacturers’ warranty had expired.  We were contacted between 5/31/16and 7/02/16 regarding her refrigerator door not closing properly.  After reviewing her service history, we found an exchange request was submitted and approved on7/29/16.  Mrs. [redacted]’ exchange was processed and approved under the Terms and Conditions of the Repair Service Agreement; she was issued a credit up to the original amount paid which was $1,799.99 to reselect a new refrigerator.  We show Mrs. [redacted] initiated her exchange on7/30/16; she elected a [redacted] door refrigerator with a new 24-month Repair Service Agreement, a [redacted] microwave with a 36-month Repair Service Agreement and accessories totaling $3,251.78 on invoice[redacted].  Mrs. [redacted] was not charged an additional $1,930.00 because it was previously financed on her original invoice [redacted]; however Mrs. [redacted] paid the difference of $1,536.23 for the difference in price of the refrigerator, the OTR microwave, and the two new RSA Plans purchased.  Mrs. [redacted] financed the difference of $1,536.23 with Conn’s credit on a Retail Installment Contract with 12-months no interest. Therefore, we are unable to honor her request to credit her account. We have included a copy of both invoices and a copy of the Repair Service Agreement Terms with our response.   As outlined in the Repair Service Agreement Terms and Conditions:SECTION (9)Limit of Liability: FWSC’s limit of liability is the replacement value of the covered product, which shall be the cost of replacing the covered product with a product of equal or similar features and functionality, not to exceed the original purchase price of the covered product.  If a product is replaced under the terms of this Agreement, the obligations of FWSC and its Administrator shall be fully satisfied, where allowed by law.   Since we received Mrs. [redacted] dispute she has requested to cancel the RSA coverage on her [redacted] microwave; we show the RSA coverage was cancelled and a credit of $214.45 has been applied to her Conn’s account.    If we may be of further assistance, Mrs. [redacted] may contact our Customer Service Department at1-877-358-1252.     Kind regards,     Kathryn J[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.  
Conn sold me a piece of junk which had a major problem on the first day and wast a lot of my time already.   I don't have time to play Conn's game any more.
Regards,

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]

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 11007842, and have determined that this proposed action would not resolve my complaint.  
[Provide details of why you are not satisfied with this resolution.]
Regards,
  My complaint was not with the bank who supplied the  credit, nor with the interest they have assigned to me, as I do appreciate the lower rate they gave me. My complaint is with the Conn's store sales person, himself. I was told by this sales representative that I would receive zero % if I opened an account to make my purchase. I was never told that I did not qualify for the zero % before he had the contract printed out. It is true, I'm sure, that the current percentage rate was disclosed in the contract, however though everyone should read through anything they sign, I admit I did not. I, however, signed the contract thinking I was getting the zero % I was quoted before I went so far as to open an account in the first place. Had I realized or known the change that was made, and I am saying was not discussed before my account was opened, my husband was have merely added it to his account. So as you can understand, my complaint was not with the creditor, but with the store itself.

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 Ms. [redacted]’s retail installment contract or promissory note and security agreement, invoice, coupon book, and welcome letter. As a reminder, she may contact Conn’s regarding questions about her purchase by calling our Customer Service Helpdesk at 1-877-358-1252, or on-line at www.conns.com.     Ms. [redacted] stated in her complaint that: her dishwasher could not be delivered and was credited to the account; the contract was not updated reflecting the return; and she would like the account corrected to show the correct balance. Our investigation reveals that: Ms. [redacted]’s dishwasher was not delivered and was credit to the account; the contract would not be re-written due to the return; and all items have been credit to the account and the account balance is correct.   According to our records, Ms. [redacted] signed a 36-month retail installment contract on January 19, 2017. That contract included our 18-month no-interest financing promotion (“Cash-option”). Ms. [redacted]’s contract included a 78” television for $3999.99, the 25-month repair service agreement (RSA) for $499.99, a dishwasher for $449.97, installation for the dishwasher at $119.99, a dishwasher kit for $24.99 and standard delivery for $79.99.  Ms. [redacted] did not accept delivery of the dishwasher and a credit in the amount of $644.03 was applied to the account on February 1, 2017. That credit included the $449.97 for the dishwasher, the $119.99 for the installation charge and any applicable taxes.  An additional credit in the amount of $86.59 was applied to the account on February 1, 2017. This credit was for the delivery fee of $79.99 and any applicable taxes.  Ms. [redacted] requested to cancel the RSA coverage on the television and a credit in the amount of $541.24 was applied to your account on March 6, 2017. This amount included the $499.99 for the RSA coverage and any applicable taxes.  In reviewing Ms. [redacted]’s account, we noticed she had not received credit for the dishwasher kit.  We processed a credit in the amount of $27.05 on May 31, 2017. That credit includes $24.99 for the kit and any applicable taxes. Conn’s respectfully disagrees that the account balance is incorrect.  Although the promissory note and security agreement was not re-written, all credits and payments have been applied to the account. We have included a copy of Ms. [redacted]’s payment history for her records. Conn’s values Ms. [redacted] as a customer and appreciates her for bringing her concerns to our attention.