Alan J. Slobodnik, M.S.W.

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to Ms. [redacted]’s concern. We have a more than 120-year history of quality customer service and satisfaction, and we would not want anything to impair that record. As a reminder, 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.     The incorrect slate was delivered with her bed and she was told we would re-deliver in 2 days but still has not received the correct slates.   Our investigation reveals that: 1.     During the delivery we found the incorrect slats were added to Ms. [redacted] invoice. There was a delay correcting the invoice for the correct slate due to the order was completed in error.   After researching Ms. [redacted]’s compliant we found on 11/24/17, she purchased the [redacted] bunk bed which consist of nine pieces (frame, ends, twin slate kit, full slate kit, dresser, mirror, chest, stairway chest and nightstand). Ms. [redacted]’s items were scheduled for delivery on 12/5/17. Upon installation, the delivery team found that the incorrect bed slates (full slate) were added to Ms. [redacted]’s invoice and notated that they were unable to complete the assembly. Our records show there was a delay processing the exchange for the correct size slates due to Ms. [redacted]’s invoice was completed in error; however, we show Ms. [redacted] received the correct slates on 12/9/17. Due to the inconvenience, we issued a credit of $259.78 to Ms. [redacted]’s account for her delivery fee and assembly charge. In addition, we have agreed to refund Ms. [redacted] for the purchase of the correct slates due to the sales error. Ms. [redacted] may visit her nearest Conn’ s to process the credit of $64.95 back to the card used to make her purchase.   We sincerely apologize for any inconvenience Ms. [redacted] experienced during this process.   Conn’s value Ms. [redacted] as our customer and appreciates her for bringing this matter to our attention.       Sincerely, Conn’s Inc.

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to Ms. [redacted]’s concern. We have a more than 120-year history of quality customer service and satisfaction, and we would not want anything to impair that record. As a reminder, 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: She returned her television to the store after being informed parts were needed to repair new unit; andShe is to receive credit to her account for the cost of the television  Our investigation reveals that: Ms. [redacted] refused service on her television and abandoned her unit at the store; andWe are unable to honor Ms. [redacted]’s request to credit her account the cost of the television.   Our records show on 11/17/17, Ms. [redacted] purchased a 55” ** 4K Smart TV and elected to purchase a 48-month Repair Service Agreement Plan. Ms. [redacted] elected to pickup her television from her local Conn’s that day and signed her invoice acknowledging the item was received in good order.   After further researching Ms. [redacted]’s complaint we show she contacted our service department on 12/18/17 (30 days after receiving her item) stating her television will not turn on. A service appointment was scheduled for 12/22/17 as requested. During the inspection, the technician checked all operating systems but was unable to find any issues with the unit. We show Ms. [redacted] contacted us again on 1/11/18 stating that her television is not working properly. A service appointment was scheduled for 1/17/18. During the inspection the technician found parts were needed to complete the repair. Our records show we received the parts on 1/31/18 and contacted Ms. [redacted] to schedule installation. However; Ms. [redacted] refused service and stated she will return the unit to the store.   We verified with the store manager that Ms. [redacted] dropped her television off at the store without a return authorization and was advised that the unit will be considered abandoned. We have confirmed that Ms. [redacted]’s television has been successfully repaired and is currently awaiting pickup at her local Conn’s. Ms. [redacted] has until March 12, 2018 to pickup her item from the store before the unit will be shipped off as a voluntary repossession.   At this time we are unable to honor Ms. [redacted]’s request to exchange her television or issue a credit to her account as the unit has been successfully repaired. Our Return and Exchange Policy states “If your product fails while under manufacturer's warranty or Conn's RSA, Conn's Factory Authorized Service will repair your product according to these warranties”.     Conn’s value Ms. [redacted] as our customer and appreciates her for bringing this matter to our attention.   Sincerely, Conn’s Inc.

Thank you for the opportunity to respond to Mr. [redacted] concerns regarding accounts [redacted] and [redacted].  Mr. [redacted] stated he thought his accounts were supposed to be combined.    According to our records, Mr. [redacted] signed a 30-month retail installment contract on June...

29, 2014.  That contract created account [redacted]1530.  On September 6, 2015 Mr. [redacted] signed a second 30-month retail installment contract creating account [redacted].  Mr. [redacted] accounts could not be combined at the time of his second purchase because account [redacted] was on a regular installment contract and account [redacted] included our 12-month no-interest financing promotion (“cash-option”).  We have attached copies of Mr. [redacted] signed retail installment contracts showing the accounts were not combined at the time of purchase.    We are obligated to report factual information to the credit bureaus and are unable to remove the negative credit marks assessed on account [redacted] due to payments not being made timely.  Conn’s made several attempts to contact Mr. [redacted] regarding the past due balance owed on account [redacted] but we were unable to reach him.  Additionally, several letters were mailed to Mr. [redacted] address regarding the past due balance owed on the account.    Conn’s values Mr. [redacted] as a customer and appreciates him for bringing his concerns to our attention.   Thank you, Cheryle [redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’ additional comments. As mentioned in our previous response, Mrs. [redacted]’ relocated to an area where Conn’s does not currently service. Mrs. [redacted] washer and dryer is covered under the terms and conditions of the manufacturer’s warranty therefore; the manufacturer was contacted for further repair needs.We are happy to hear that Mrs. [redacted]’ dryer has been successfully repaired. Again, we sincerely apologize for any inconvenience Mrs. [redacted] experienced during this process. 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 Ms. [redacted] concerns regarding a Conn’s account.  Ms. [redacted] stated she paid her account balance with [redacted] and she would like the account removed from her credit report.    We are unable to locate an account with...

the information Ms. [redacted] provided; however, you stated you paid the account with [redacted].  Once an account has been sold, Conn's no longer services the account. If you would like to address your concerns further please contact [redacted].    Conn’s appreciates you for bringing your concerns to our attention.   Thank you, Cheryle [redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint regarding a purchase made under the name Herbert [redacted].  Our records show on 9/06/16, Mr. [redacted] purchased a Samsung high-efficiency washer and front load electric dryer with a 24-month Repair Service Agreement and...

(2) Samsung pedestals.  Mr. [redacted] was provided a copy of Conn’s Return & Exchange Policy at the time of purchase.  He also signed his invoice acknowledging that was given 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 items delivered; which was completed on 9/08/16. After researching Mr. [redacted]’s complaint we found the delivery team confirmed Mr. [redacted]’s dryer had failed within 24 hours.  An exchange request was submitted however, there was a delay processing the request.  Mr. [redacted] was informed on 9/14/16 that his exchange had been approved and his new dryer was delivered and received on9/16/16in good order.  We sincerely apologize to Mr. & Mrs. [redacted] for any inconvenience that was experienced during this process.   If we may be of further assistance, Mr. & Mrs. [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 [redacted], and have determined that this proposed action would not resolve my complaint.  
Conn's was told to cancel the other payment. The payoff was made for the 20th not the 22nd. They would not cancel it on thier own, yes I am aware of this. That is why I asked them to cancel the payment. The whole point of paying off early was to save money on the fees. All they did was keep an additional $11 over what what stated on the payoff and cost me fees in overages. As I said before they are responsible for the extra fees I incured due to thier sneaky practices. It does not take 3 days for a computer to realize that there is a zero balance on an account. They state a payoff even on thier form and they did not even honor it. Otherwise I would have gotten the entire 288 back instead of the 277 which they finally sent me a month late.
Regards,[redacted]

According to our records, we spoke with Mr. [redacted] on January 31, 2017. He scheduled a payment in the amount of $108.04 to process on February 8, 2017.  On February 4, 2017, Mr. [redacted] called and scheduled a payment in the amount of $209.08.  Per the recorded call, he did not request to cancel the payment scheduled to post on February 8, 2017.

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.] Please provide an email to your legal team.
Regards,

Thank you for
the opportunity to respond to Mr. [redacted] concerns regarding invoice
[redacted].  Mr. [redacted] stated he was
supposed to have zero % interest on his purchase. 
 
According to
our records, Mr. [redacted] made a purchase on December 13, 2015.  That purchase was...

made through [redacted]
Bank.  Mr. [redacted] purchase did not qualify
for the no-interest financing promotion offered through [redacted] bank.  We have attached a copy of Mr. [redacted] signed
authorization accepting the terms of the financing through [redacted] bank.  If Mr. [redacted]’ has any additional questions, we
ask that he contact [redacted] bank regarding his account, as Conn’s does not
have access to any additional account information. 
 
We value Mr.
[redacted]’ as a customer and appreciate him for bringing his concerns to our
attention.  Thank you,Cheryle S[redacted]








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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 6/9/2016 and assigned ID [redacted].
Regards,[redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’ complaint.  We researched Mrs. [redacted]’ complaint and found her issue had been addressed.  Our records show Mrs. [redacted] was contacted and informed that an exchange had been approved to replace her adjustable bases.  We show...

Mrs. [redacted] initiated her exchange on 11/27/16 and elected (2) [redacted] adjustable bases [redacted]).  Mrs. [redacted] elected to have her bases delivered; which was completed on 11/28/16.  Again, we sincerely apologize to Mrs. [redacted] for any inconvenience she experienced during this process.  If we be of further assistance, Mrs. [redacted] may contact our Customer Service Department at 1-877-358-1252.   Kind regards,  Jana A[redacted]

Thank you for the opportunity to respond to Ms. [redacted]'s additional comments. We mentioned in our previous response that additional parts were ordered to complete the repairs which arrived on 4/5/18. However; after several failed attempts at contacting Mr. [redacted] to schedule an installation date, his service order was canceled.Again, we are unable to honor Ms. [redacted]'s request to exchange the furniture. However; she may contact our service department at 1-855-266-6349 to schedule an appointment to complete the installation.

[redacted], I do not claim responsibility also not my truck not my driver.  I believe the responsibility lies on the renters of the Uhaul who should have been in control of their stuff.  Seeing as you think I am responsible and I think you are responsible I offered to split the bill.  The bill that is a far cry from the $900 that you have been claiming it will cost.  It is only $192.60 which comes to $96.30 per party.  I didnt say to your husband I would come rip it out of the ground (great use of an exaggerated lie to prove your point) the mailbox people that did the work said they would for non payment.I have made my offer you can either choose to accept it and end this issue or we can continue to drag it out

According to our records, Ms. [redacted] signed a 32-month retail installment contract on October 24, 2015.  That contract included our 12-month no-interest financing promotion (“cash-option”).  Per the terms of the “cash-option” Ms. [redacted] agreed to pay $3599.20 on or before the “cash-option” expiration date of October 24, 2016. We have included a copy of Ms. [redacted]’s signed retail installment contract as well as her signed “cash-option” acknowledgement page for her records.   Ms. [redacted] received invoice credits in the amounts of $6.60 and $15.04. This reduced her “cash-option” price to $3577.56.  On March 12, 2016, Ms. [redacted] requested one payment in the amount of $166.77 be moved to account [redacted]2934. That request was completed on March 18, 2016.  As of November 2, 2016, Ms. [redacted] has paid a total of $3435.77 leaving an outstanding balance due of $139.79.  Ms. [redacted] did not meet the terms of her "cash-option;" therefore, the payoff amount as of December 8, 2016 is $901.32.   Conn’s values Ms. [redacted] as a customer and appreciates her for bringing her concerns to our attention.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]