Alan J. Slobodnik, M.S.W.

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint. Our records show on 10/17/16, Mrs. [redacted] purchased a [redacted] Top Mount refrigerator and elected to purchase 48-month Repair Service Agreement. We researched Mrs. [redacted]’s service history and found that she has three...

service calls with Conn’s. Mrs. [redacted] contacted service on 10/29/16 stating the seal on the freezer came off and is causing the unit to leak. A service appointment was scheduled for 11/2/16; during the inspection the technician found parts were needed for repair. Once we received the parts, Mrs. [redacted] was contacted on11/8/16, 11/9/16, 11/10/16 and 11/11/16 to schedule installation however; the service order was cancelled due to no contact. A new service order was created on 12/03/16 and Mrs. [redacted] was scheduled for installation on 12/09/16 however; no one was available during the scheduled appointment. Our service department attempted to contact Mrs. [redacted] on 12/14/16, 12/15/16 and 12/16/16 but was unsuccessful therefore; the service order was again cancelled. Our records show on 2/7/17, Mrs. [redacted] contacted our service department stating the door will not open or close on the refrigerator. A service appointment was scheduled for2/15/17 however; upon arrival the technician found that no one was available during the scheduled appointment. Mrs. [redacted] service appointment has been rescheduled and confirmed for 2/25/17; once the technician assess the unit we can determine what further actions are required. Although we are unable to honor Mrs. [redacted]’s request, we will continue with any covered repairs. Conn’s has made every effort to repair Mrs. [redacted]’s refrigerator in a timely manner however; she has not made herself available. 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 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]

Thank you for the opportunity to respond to [redacted] complaint. Our records show on9/20/16, [redacted] purchased a [redacted] 75” 4K Smart TV which comes with a 1-year limited manufacturer’s warranty; no additional coverage was purchased with Conn’s. [redacted] television was delivered and signed...

acknowledging the item was received in good order on9/24/16.   We researched [redacted] service history and found he contacted the service department on9/30/16(6 days after delivery) stating the television is not showing the full picture. A service appointment was scheduled for10/3/16; during the inspection the technician reported that the television panel has impact point damage to the unit. We have contacted [redacted] to discuss and address his concerns.   If we may be of further assistance, [redacted] may contact us at1-877-765-1513.     Kind regards,   Dyeisha W[redacted]

Thank you for
the opportunity to respond to Ms. [redacted]’s concerns regarding account
[redacted]9633.  Ms. [redacted] stated she made
payment arrangements on her account; however, we continued to call. 
According to
our records, Ms. [redacted] signed a 12-month retail installment...

contract on June
11, 2015.  She agreed to have her minimum
monthly payment due on the 20th 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. Ms. [redacted] may pay on-line, in her local Conn's
store, by mail, or over the phone if it is more convenient for her, before the
due date. Additionally, if Ms. [redacted]’s pay date has changed, she may benefit
from requesting a change of her due date each month. We ask that she contact us
if she would find this beneficial.  
Conn’s respectfully disagrees
that payment arrangements were made on Ms. [redacted]’s account, as she disconnected
the call before the agent could verify her information and  process a promise to pay on the account. 
Although Conn’s would prefer to
keep the lines of communication open, we have placed a cease communications on
the telephone numbers associated with Ms. [redacted]’s account.
We value Ms. [redacted] as a
customer and appreciate her for bringing her concerns to our attention.  Thank you,Cheryle S[redacted]

Thank you for the opportunity to respond to 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]

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 on 10/25/14, Mrs. [redacted] purchased a ** washer model [redacted] with a 48-month Repair Service Agreement.  Mrs. [redacted] signed invoice indicates at the time of purchase she acknowledged...

she was provided a copy of the Repair Service Agreement brochure and that she understood the coverage associated with the covered product.  Mrs. [redacted] elected to have her washer delivered; which was completed on 10/30/14. We researched Mrs. [redacted] complaint and found an exchange was approved on8/14/15 for Mrs. [redacted] to replace her washer.  Mrs. [redacted] was issued a credit up to the original amount paid which was $499.97 to re-select a new washer; we show Mrs. [redacted] initiated and elected the same model [redacted].  Mrs. [redacted] new washer was delivered and received in good order on 8/19/15.   After further review we show Mrs. [redacted] contacted us on 11/09/15; stating the washer was making a banging noise.  A service call was scheduled for 11/16/15; during the inspection the technician found the washer (tub) was not centered properly.  The technician adjusted the tub and ran a cycle; Mrs. [redacted] washer was working up to the manufacturer specifications. At this time we are unable to honor Mrs. [redacted] request to refund or exchange her washer.  Mrs. [redacted] washer was serviced and found to be up to the manufacturer specifications once repairs were made. If we may be of further assistance, Mrs. [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.  
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,

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to Mr. [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, Mr. [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. Mr. [redacted] has stated in his complaint:1.     After setting up his new television, he noticed lines across the screen and tried to return the unit but has not been able to get assistance; and  2.     He is requesting an exchange.  Our investigation reveals that: 1.     Mr. [redacted] elected to pick up his television from his local Conn’s and signed his invoice acknowledging that he inspected the unit, and the item was received in good order;2.     We are unable to honor Mr. [redacted]’s request.   Our records show on 3/7/18, Mr. [redacted] purchased a 65” [redacted] 4K TV which comes with a 1-year limited manufacturer’s warranty.  Mr. [redacted] elected to take his television with him that same day and was able to inspect the unit in the store. Mr. [redacted] signed his invoice acknowledging he received his television in good order. We researched Mr. [redacted]’s complaint and found that he returned to the store later that same day (3/7/18) requesting to exchange his television because lines were going down the screen. Mr. [redacted] was informed that we were unable to issue an exchange on the unit as no issues were reported at the time of pickup. Although we are unable to honor Mr. [redacted]’s request to exchange his television, he may contact our service department at 1-855-266-6349 to schedule an appointment to have the unit inspected by a technician. Once the technician has assessed the unit, we can determine what further actions may be required. Conn’s values Mr. [redacted] as a customer and appreciate him for bringing his concerns to our attention.  Sincerely, Customer RelationsConn’s Inc.

Thank you for the opportunity to respond to Mr. [redacted]’s concerns regarding a Conn’s account. Mr. [redacted] stated he and his mother-in-law overpaid on an account.   We are unable to locate an account with the information provided. If Mr. [redacted] would like to provide additional information...

we will be happy to research his concerns further.   Conn’s appreciates Mr. [redacted] for bringing his concerns to our attention.    Thank you, Cheryle S[redacted]

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]

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.

Thank you for
the opportunity to respond to Mrs. [redacted]’s concerns regarding account
#122284760.  Mrs. [redacted] stated she was
offered to pay a settlement amount on the account in the amount of $141.24 and
the account would close.  Mrs. [redacted]
is requesting a letter stating...

the account is closed.
 
The account
has closed and a close-out letter is in the process of being mailed to Mrs.
[redacted].  We have included a copy of her
payment history for her records showing that the account is now at a zero
balance. 
 
Please note, when
an account is closed with a settlement amount it can take up to 30 business
days for the account to process and close and an additional 10-14 business days
for the close-out letter to be mailed to the customer. 
 
We value Mrs.
[redacted] as a customer and appreciate her brining her concerns to our
attention.  Thank you,Cheryle [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]

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.  My name is [redacted].......what information can I provide to you so that you may discuss the problem with my wife? I am aware of the concerns reported and would like a resolution. In addition my account is CLOSED and I am not sure why my permission is needed in the first place. The payments coming out of [redacted]'s account has NOTHING to do with me.......My payments for my purchase were 74.?? and the amount being debited from [redacted]'s account is 113.34...and again that account should have been closed in JULY 2015......I don't believe this has ANYTHING to do with MY ([redacted]) account.
Regards,

Thank you for the opportunity to respond to Mr. [redacted]’s concerns regarding accounts [redacted] and [redacted].  Mr. [redacted] stated he paid his account balances in full but the accounts did not close.   According to our records, Mr. [redacted] paid his account balances in full; however, due to a...

system issue the accounts remain open.  Conn’s is working diligently to resolve the issue and close Mr. [redacted]’s accounts.  Once the accounts close, Mr. [redacted] will receive close-out letters in the mail.   Conn’s values Mr. [redacted] as a customer and sincerely apologizes for any inconvenience he experienced due to this matter.

Thank you for the opportunity to respond Ms. [redacted]’s concerns regarding account [redacted]. Ms. [redacted] stated she accepted a settlement offer on her account but it is still opened.    According to our records, Ms. [redacted] accepted a settlement offer on her account.  She agreed...

to pay a total of $490.98 to close the account.  Ms. [redacted] completed her settlement agreement on June 6, 2016; however, the account did not close. We are in the process of closing Ms. [redacted]’s account.   Conn’s respectfully disagrees that it agreed to remove the account from Ms. [redacted] credit report. Once the account closes, it will be reported to all three major credit bureaus as “settled for less than full with a zero balance.”     Conn’s apologizes for any inconvenience Ms. [redacted] experienced due to this matter.

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 do not accept this resolution as it has already become yet another nightmare obstacle I am facing.  After getting approved for the in store credit, I contacted the [redacted] peay location in which I purchased my original furniture and have been dealing with the manager.  When I asked to speak with Chris, the manager that supposedly filed a report and assured me that I would hear back no later than friday (never heard back on that) he is no longer there and has since been promoted, so I asked tto speak with the general manager.  I explained to him everything that I've been through and after a period of silence, I jokingly said "I have an uncle that was CEO of driven brands and I'm thinking he may know your current CEO, as he came from [redacted] automotive" to which he replied "that would probably be your best bet to have your uncle make a personal call to the president"...  I chose to go to the [redacted] location because that simply was not the kind of management team I wish to do business with.  The manager at [redacted] was very nice and helpful, or so I thought.  There was nothing available for the credit amount given and the original furniture I purchased was even $200 more, but I reselected 1 couch and 2 recliners, going over budget by around $300, only to discover that he had to rig the order because there were still only 2 lines available for my purchase, so I will now have to pay 2 separate bills to Conn's monthly.  The furniture will not even be available or in stock until some time in July, so when I contacted billing and customer service, they can't pull up anything or help me get this figured out at all.  In the process of all of this I also found out that, even though I physically went to my [redacted] insurance company to get the insurance information they needed, and physically took it to the [redacted] peay store BEFORE my original furniture was ever even delivered, they have continued to charge my for insurance coverage and expect me to once again provide them my insurance information so they can stop the billing for insurance, but not credit my account for the insurance fees already paid.  At this point I am going to cancel the new furniture order and ask them to come pick up the original set.  I could have gone anywhere else and paid less (I showed the store manager the same furniture listed for much cheaper at another business, but they don't do any sort of price matching) and wouldn't have gone through the nightmare I've endured in the process.  I am suffering from sciatica on both sides of my back and this has just become ridiculous! I just want out and don't wish to conduct business with such a poorly operated business anymore.  Conn's has lived up to and earned their title, they have conned me yet again.
Regards,
[redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s
complaint.  We researched Mrs. [redacted]’s complaint and found her issue
has been addressed and resolved.  Mrs. [redacted]’s complaint was escalated
to upper management and Conn’s has agreed to exchange her...

refrigerator. 
Mrs. [redacted] was contacted and advised of her exchange approval; she was
issued a credit up to the original amount paid which was $899.99 to re-select a
new refrigerator.  Mrs. [redacted] was advised to visit her nearest Conn’s
to initiate the exchange and schedule delivery.  Again, we sincerely
apologize to Mrs. [redacted] for any inconvenience she has experienced during
this process.
In regards to Mrs. [redacted]’s property damage; she has been
informed a member from our Risk Management Team will be contacting her within
the next 24-48 business hours.    
                                        ...⇄ /> If we may be of further assistance, Mrs. [redacted] may contact our
Customer Service department at 1-[redacted].
Kind regards,
[redacted]