Alan J. Slobodnik, M.S.W.

Re:  [redacted] Dear [redacted] With regards to Ms. [redacted] concern, we have contacted the consumer and have agreed to send her a refund of $213.49.  We had an incorrect 'as installed' price listed (has since been corrected) and then mishandled in house the customer's concern...

when Ms. [redacted] brought it to our attention. Sincerely, [redacted] Owner/General Manager

We hand delivered the check to her home after the 26th and before year end.  We apparently mailed check twice with incomplete address/nondeliverable. [redacted]Owner/General ManagerLebanon Ford

Thank you
for the opportunity to respond to Mrs. [redacted]’s complaint. Our records show
on 3/5/15, Mrs. [redacted] purchased a ** washer and dryer both with a 24-month
Repair Service Agreement Plan.
 
After
researching Mrs. [redacted]’s complaint we found she contact our...

service
department on 6/10/15 stating the dryer has a burnt smell and has unplugged the
unit. Mrs. [redacted] was originally scheduled for repairs on 6/13/15 however;
due scheduling conflicts, her appointment was re-scheduled. We show on 6/15/15,
a technician was sent to assess the dryer; during inspection the technician
re-installed the vent hose, cleaned the heater coil and instructed Mrs.
[redacted] on proper use of the product.  Mrs.
[redacted] signed off on the technician service report acknowledging the repairs
were completed to her satisfaction. We sincerely apologize for any
inconvenience Mrs. [redacted] experienced during her recent service call. We
value Mrs. [redacted] as a customer and we continue to strive for 100% customer
satisfaction.
 
If we may be of further assistance, Mrs. [redacted]
may contact our Customer Service department at 1-877-358-1252.Kind regards,Kathryn J[redacted]

Thank you for the opportunity to respond to Mr. [redacted]’s
complaint.  We appreciate Mr. [redacted] for bringing his concerns to our
attention.  After researching the matter
we found at the time of purchase Mr. [redacted]’s RSA & ACCIDENTAL DAMAGE terms
stated the replacement product will continue...

to be covered by the agreement;
however should FWSC replace your covered product as the result of accidental
damage, FWSC shall have no further obligations for the replacement
product.  We have reviewed Mr. [redacted]’s
service report and found the replacement was not the result of an accident
therefore, his coverage will continue on to his new tablet.
Mr. [redacted] has been contacted and is aware of the corrections and a
copy of his invoice has been mailed to the address on file.
If we may be of further assistance, Mr. [redacted] may contact our
Customer Service department at 1-877-358-1252.
 
Kind regards,
 
 
Kathryn J[redacted]

Thank you for the
opportunity to respond to Mr. [redacted]’s additional comments.  In our previous response we offer to credit one
monthly payment in the amount of $292.67 and also apply a $50.00 credit to Mrs.
[redacted]’s account.  We asked that Mr.
[redacted] contact us directly if he agreed...

to the terms.  Our records show we were not contacted
regarding the credit prior to 6/23/15. 
Once we received confirmation both credits were applied to Mr. [redacted]’s
account on 6/24/15.
 
We have included a
copy of Mr. [redacted]’s general loan ledger confirming the credit has posted.   
 
 
 
Sincerely,
 
Kathryn J[redacted]

Thank you again for the opportunity to respond to Ms. [redacted]'s concerns regarding account [redacted].  Ms. [redacted] stated she was charged an extra service fee based on her credit.  Conn's respectfully disagrees that Ms. [redacted] was charged additional fees due to her credit score.  The additional charges Ms. [redacted] is referring to is the finance charges listed on the retail installment contract.  Account [redacted] did not qualify for our no-interest financing promotion ("cash-option").  When Ms. [redacted] spoke with our customer service representative, she asked for an explanation of the charges on the account.  The agent explained the merchandise totaled $759.94, the sales tax totaled $62.68 and the finance charges if Ms. [redacted] only paid the minimum amount due each month would total $212.13.  This information can be found in the signed retail installment contract we provided with our previous response.  Again, 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]’s concerns regarding accounts [redacted] and [redacted].  Mr. [redacted] stated he accepted an offer to combine his accounts; however, it has not been processed.    According to our records, Mr. [redacted] contacted our customer service...

department on April 1, 2016 inquiring about an option to combine his accounts.  The representative informed Mr. [redacted] that the combine process could take 30-60 days to complete and he would have to continue to make his minimum monthly payments on each account until the accounts were combined. She also informed Mr. [redacted] that account [redacted] was going to be due on April 27, 2016 and account [redacted] would be due on April 14, 2016. Mr. [redacted] stated he would visit his local Conn’s store to start the process.    On April 2, 2016, Mr. [redacted] visited his local Conn’s store and signed a retail installment contract in order to combine the two accounts.  The combine offer was rejected because we needed additional information.  We made several attempts to contact Mr. [redacted] to obtain the additional information; however, we were unsuccessful. On April 29, 2016 we mailed Mr. [redacted] a letter requesting the additional information.    On May 23, 2016 we were able to speak with Mr. [redacted] and obtain the additional information needed to complete the combine offer; however, at this time, Mr. [redacted]’s accounts were past due.  On June 11, 2016, Mr. [redacted] brought both the accounts to a current status and the combine offer is in process.    Please note, Mr. [redacted] will need to continue to make the minimum monthly payments on each account until the combine process has been completed.    Conn’s values Mr. [redacted] as a customer and appreciates him for bringing his concerns to our attention.  Thank you, Cheryle [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 called before the 29th with my concerns on the set I have, but the store did not take them seriously until later. I've spent many hours in that store trying to get information and figure out when I'd be able to get this set replaced. The reason I kept pointing out things to the service man that inspected the furniture is because I keep noticing things each day. I don't want a replacement with the same brand and make furniture. I would like to pick something else that won't fall apart within in days of it being delivered.
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 store response is inaccurate, here is a copy of my credit report showing that Conns ran my credit twice  less than 30 days. June 20 and again June 2. 
[Provide details of why you are not satisfied with this resolution.]
Regards,

Thank you for the opportunity to respond to [redacted] complaint. [redacted] information has been forwarded to the correct department to begin a claim regarding her concerns. [redacted] has been contacted and made aware that a certified contractor will contact her to schedule an appointment...

to assess the reported damages. Once the contractor makes the assessment, we can determine what further actions are required. We sincerely apologize for any inconvenience [redacted] experienced during this process. If we may be of further assistance, [redacted] may contact our Customer Service department at [redacted]. Kind regards,  Dyeisha W[redacted]Customer Relations

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint. Our records show on3/4/16, Mrs. [redacted] purchased a 65” ** 4K Curve TV and elected to purchase a 25-month Repair Service Agreement Plan.   We researched Mrs. [redacted]’s service history and found she contacted us on9/26/16stating the...

unit has a black screen. A service appointment was scheduled for10/3/16; during the appointment the technician found a new main board and panel was needed to complete repairs. We show both parts were ordered through the manufacture however; the parts were not scheduled to arrive until10/28/16. Our service department attempted to locate the parts locally in order to expedite repairs but was unsuccessful. We submitted an exchange request to the manufacture  however the part became available and the request was denied. Our service department contacted Mrs. [redacted] to schedule an installation date but Mrs. [redacted] informed the representative that she would need to speak to someone before scheduling.   Although we are unable to honor Mrs. [redacted]’s request; we will continue with any necessary repairs that are covered. Mrs. [redacted] may contact our service department at1-855-266-6349at her earliest convenience to schedule a installation date.   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 2/22/15, Mr.
[redacted] purchased the [redacted] living room furniture which...

consist of
three pieces (sofa, loveseat and recliner) and a [redacted] recliner
all with a 48-month FurnitureGard Plan. Mr. [redacted] signed his delivery
ticket acknowledging he received his furniture in good order and all items was
thoroughly inspected; no issues were reported at the time of delivery.
We review Mr. [redacted]’s complaint
and found he contacted our service department on 4/2/15 stating the cushions
were collapsing on the sofa and the recliner was not closing correctly. A
service appointment was scheduled on 4/22/15; during the inspection the
serviceman found the sofa and recliner was up to the manufacturer’s
specification. The serviceman reported no loss of resiliency was found with the
sofa and demonstrated the use of the recliner. Our records show on 5/4/15, Mr.
[redacted] contacted our service department on stating the backrest is sagging
and the cushions was sinking on the sofa and the recliner does not close all
the way. However; Mr. [redacted] refused to schedule a service appointment
therefore; the service order was cancelled. Mr. [redacted] contacted our service
department again on 5/21/15 regarding the same issue. Due to scheduling
conflict, Mr. [redacted] was scheduled for 7/1/15; during the inspection the
serviceman found the frame popped loose and the cushions was going flat on the
sofa and the recliner was hard to close. After reviewing of the serviceman’s
finding and photo’s, Conn’s approved an exchange only on 7/3/15 for the sofa
and recliner under the T&C’s of the manufacturer’s warranty. As of 9/9/15;
Mr. [redacted] has not initiated the approved exchange. We no longer have the
sofa and recliner Mr. [redacted] originally purchased therefore; as a gesture
of goodwill Conn’s has agreed to issue an exchange on all three pieces (Suffolk
sofa, loveseat and recliner) to re-select three different furniture pieces for
up to $2299.97.
Although we are unable to honor Mr.
[redacted]’s request to return the furniture for a refund; he may his nearest
Conn’s to initiate his approved exchange and scheduled delivery.
If we may be of further assistance, Mr.
[redacted] may contact Customer Service at 1-877-358-1252.
Kind regards,
Dyeisha W[redacted]

Thank you for the opportunity to respond to Mrs. [redacted] complaint. Our records show on 2/29/16, Mr. [redacted] purchased a Sealy [redacted] mattress and two Sealy XL box springs which all come with a limited manufacturer’s warranty; no additional coverage was purchased with Conn’s....

Mr. [redacted] items were delivered and received in good order on 3/2/16.  At the time of delivery Mrs. [redacted] requested the drivers to leave the items in the plastic therefore we did not set-up the bed and would not have known Mrs. [redacted] did not have proper support.   We researched Mrs. [redacted] complaint and found she contacted service on 8/15/16 stating the mattress is sagging. A service appointment was scheduled for 8/30/16; during the inspection the serviceman found the mattress measured ½” body impression and both box springs bowed. The serviceman also notated that no frame was present at that time of inspection. After reviewing the serviceman’s report and photos provided, it was determined that the reported issue was not covered under the Terms and Conditions of the manufacturer’s warranty. Body impression less than 1 ½” or foundations without a bed frame to provide continuous support does not qualify for an exchange.  The pictures provided in the report indicate the damage to the box spring was caused by lack of support on the sides.  We have attached a copy of the manufacturer’s warranty and pictures that were taken at the time of inspection.   At this time we are unable to honor Mrs. [redacted] request; based on the serviceman’s report and photos provided, the reported issue is not covered. We recommend that Mrs. [redacted] purchase a bed frame to add the proper support for better comfort and to avoid additional damage.   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]’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]

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 10/6/2016 and assigned ID [redacted]
Regards,
Conn's refuses to help me with this issue. All they do is call concerning the...

bill I informed them that I would not pay until they replace the products that they have damaged. They agreed to call me to set up a date to deliver the new product from the delivery department. The only calls that I have been getting from comes is from the collections department. I continue to explain to them that my stove and microwave have not been replaced and no one has called me they did not give me the hundred dollars gift certificate that they said as well. I was told that they would replace the merchandise and will call me to let me know. The person that I spoke to you said that someone put in the system that the issue was resolved and everything was okay. That statement is not true they have not replaced anything as of today October 8th 2016.

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 responder obviously did not read the case in its entirety nor did they read all of the tickets in our name with their customer service system. The reason we did not return the service repair calls is because we were lied to regarding the service repair date and time and we were constantly being shuffled around the other departments and warehouses working on a replacement as asking a customer to wait another week (after the almost month of dealing with this company) on a repair was not acceptable and we needed someone else to work with us. All of this is noted in the tickets opened under our names.The story has since developed since I last reported the complaint. After speaking to four additional customer service reps and a warehouse manager, an employee named Glen stated that he would have a replacement dresser out to us the next day and agreed that this is what should've been done from the very beginning rather than all of the departments passing us around with no resolution or claim of responsibility. The next day we were promised a 2:15-5:15 delivery time frame and the delivery team did not show up until 6:45. Once the delivered the dresser upstairs, the noticed the entire top of the dresser was scratched and attempted to convince my husband to keep it with a 10% discount. They colored in the scratches with a brown sharpie - I have photographs - and expected this to be okay. Once my husband told them this was not acceptable, they then took a look at the original damaged dresser to see if they could switch drawers with the second dresser. Upon completely removing the original dresser from the box (which we had not done yet upon seeing drawer damage) the delivery team noted that the entire back paneling was damaged.My husband was then told a third dresser would be delivered on Tuesday, July 12th and that the delivery team would call by 7:30 Monday, July 11th (today) with a time frame. That has not happened. I expect a phone call from someone in your company that is not with the customer service department. Please do not ask me to call your 1-877 number again as My mother and I have spoken with countless representatives who pass us along to another queue with no resolution or assistance. 
[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 [redacted] and have determined that this proposed action would not resolve my complaint.  
again, I am being penalized ! If the information was provided to me prior to me signing the second contract, I would not feel this way. Again, my question is "how would the consumer / customer know that the account couldn't be combined". Your sales person didn't know, so how would I have known. We can go back and forth on this issue all day, month and / or year. I am done!  I came in and made the payment, however the Manager @ the River dale location(male with braces) not sure of his name, but I told him I was coming to pay regular payment amount of $62 ish and I ask him to have the late fee(s) waived/removed, but your incompetent collection people keeping calling and harassing me about the full payment. I was in the ER on yesterday and told the un-trained rep that I was in the ER and that I couldn't talk and she said it's only going to take a minute. Really, no morals /customer service , not sure who trained these people.
Regards,
C[redacted] Lipford

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to the concerns Ms. Harris has 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. Harris’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. Harris stated in her complaint that:
She lost her no-interest financing due to payment information being submitted incorrectly; and
She would like the no-interest financing reinstated. 
Our investigation reveals that:
Ms. Harris lost the no-interest financing due to late payments; and
Conn’s is unable to reinstate the no-interest financing promotion due to payments not being made timely on the account.
According to our records, Ms. Harris signed a 34-month promissory note and security agreement on March 11, 2017. She agreed to have her minimum monthly payment of $85.10 due on the 25th of each month.  That agreement included our 12-month no-interest financing promotion (“cash-option”).  Per the terms of the “cash-option,” the “cash-option” is void if the minimum monthly payment is not paid within 10-days of each month’s due date or the unpaid portion of the total cash option price is not paid within 10- days of the expiration date.  Ms. Harris’ “cash-option” was void due to a late payments being assessed on the account on May 5, 2017, and December 5, 2017.   
On November 25, 2017, Ms. Harris submitted her payment through our webpay service.  That payment was returned by her financial institution due to “account not found;” however, the “cash-option” was lost due to the number of late payments assessed on the account.  
Conn’s is unable to reinstate the “cash-option” due to payments not being made timely on the account.  We have included copies of Ms. Harris’s signed documents and payment history for her records. 
Conn’s values Ms. Harris as a customer and appreciates her for bringing her concerns to our attention.

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint. Our records show on 7/7/16, Mrs. [redacted] purchased a [redacted] Upright freezer and elected to purchase a 48-month Repair Service Agreement Plan. Mrs. [redacted]’s freezer was delivered and received in good order...

on 7/9/16. We researched Mrs. [redacted]’s complaint and found she contacted our service department on 7/22/16 stating her freezer is not freezing and is making a loud noise. A service appointment was scheduled for 7/25/16; during the inspection the technician was unable to find a functional failure and reported he informed Mrs. [redacted] on proper operation and care. We show Mrs. [redacted] contacted service again on 8/2/16 regarding the same issue and was scheduled for8/5/16. However; the technician reported Mrs. [redacted] refused serviced and requested an exchange. Mrs. [redacted] was advised we would need to inspect the unit to determine if repair can be made but she refused therefore the service order was cancelled. Mrs. [redacted] contacted service on 8/10/16 to continue with repair needs and was scheduled for 8/12/16. The technician found the blade and fan motor needed to be replaced. The technician has ordered the necessary parts which are scheduled to arrive on 8/16/16. Once the technician installed the new parts we can determine what further actions may be required. At this time Mrs. [redacted]’s freezer does not meet the qualification for an exchange; we will continue with repairs. 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] complaint.  Our records show on 6/14/15, Mr. [redacted] purchased a [redacted] high efficiency washer and electric dryer with a 24-month Repair Service Agreement on both units.  Mr. [redacted] was provided a copy of Conn’s Return...

& Exchange Policy at the time of purchase.  Mr. [redacted] also signed his invoice acknowledging that he received a copy of the Repair Service Agreement brochure and that he understood the coverage associated with the covered product(s).  Mr. [redacted] elected to have his washer and dryer delivered; which was completed on6/14/15. We researched Mr. [redacted] complaint and found he contacted us on three separate occasions regarding his dryer dated from 1/12/16 to 6/08/16. On 1/12/16, Mr. [redacted] contacted us; stating his dryer was not heating. A service call was scheduled; during the inspection the technician found the heater needed to be replaced.  On 1/15/16, the technician completed Mr. [redacted] repair by installing a new ASM duct heater.On 5/26/16, Mr. [redacted] contacted us; stating the dryer was not heating. A service call was scheduled; during the inspection the technician found the motor induction and ASM bracket idler needed to be replaced.  On 5/30/16, the technician completed Mr. [redacted] repairs by installing a new motor induction and ASM bracket idler. On 6/08/16, Mr. [redacted] contacted us again; stating the dryer was not heating. A new service call was scheduled; during the inspection the technician found the heater and PCB main board needed to be replaced.  On 6/21/16, the technician completed Mr. [redacted] repairs by installing a new ASM duct heater and main board. At this time Mr. [redacted] dryer does not meet the qualifications for an exchange.  Mr. [redacted] dryer has been repaired under the Terms and Conditions of the Repair Service Agreement.  Kind regards,  Jana [redacted]