Alan J. Slobodnik, M.S.W.

Thank you for
the opportunity to respond to Mr***’s concerns regarding account
***3930. Mr*** stated he paid
his account balance in full; however, the account remains open
According to
our records, Mr*** signed a 32-month retail installment contract
on
January 23, 2015. That contract included
our 12-month no-interest financing promotion (“cash-option”)Per the terms of
the “cash-option,” the “cash-option” will be void if the required monthly
payment is not paid within days of each months due date or the unpaid
portion of the total cash option price has not been paid within days of the
expiration date. Mr***’s cash-option expiration date was
January 23, 2016.
On February 2,
2016, Mr*** scheduled a payment of $The payment posted to Mr
***’s account on February 3, 2016.
Because Mr*** scheduled the payment after 6:pm, the payment did
not process until the next business day.
We have attached a copy of Mr***’s payment confirmation for his
records.
As a gesture
of goodwill, we have agreed to reinstate the “Cash-option” and honor the
account to close. We ask that Mr***
please allow 7-business days for the account to update and reflect a closed
status. Once the account is in closed
status, Mr*** will receive a close-out letter in the mail within days
of the close date.
Conn’s values
Mr*** as a customer and appreciates him for bringing his concerns to our
attention. Thank you,Cheryle ***

Thank you for the opportunity to respond to Mr***’ complaint regarding a purchase made under the name Leslie ***. Our records show on 9/06/15, Mrs*** purchased a LG high-efficiency washer and dryer that came with a limited 1-year manufacturer warranty on both units and (2) LG
pedestals; no additional RSA coverage was purchased through Conn’s. We show Mrs*** elected to have her items delivered and was scheduled for delivery the next following day 9/07/15. However, Mrs*** informed us she would not be available for the scheduled date (9/07/15) and rescheduled her delivery to the next available date which was 9/08/15.We researched Mr***’ complaint and found he contacted us on 9/09/15, 9/19/15, and 9/22/15 via email regarding his delivery two days prior; we show the tickets were closed and merged into one. Mr*** was contacted multiple times regarding his concerns and offered a credit to his account for the standard delivery cost. Mr*** declined our offer and requested compensation in the sum of $300-dollars. We attempted to contact Mr*** on 11/13/15 to discuss his concerns, but we were unsuccessful in our attempt. Although, we are unable to honor Mr***’ request to credit his account in the amount of ($300-400); we are still willing to credit Mrs***’ account in the amount of $79.99.If we may be of further assistance, Mr*** may contact our Customer Service department at 1-877-358-1252Kind regards,Jana A***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ** ***, and have determined that this proposed action would not resolve my issue.I do not have much more to say than already statedThe reason I emailed on the stated date is because I was advised by an employee of ConnsI was talking to someone on the phoneThey would tell me to call back and talk to a different person and would give me a day and timeI would call back when told to and then that person would have a different story and tell me to call back and speak to another personI was given many different stories such as, Conns was waiting for the repair company to contact them to set up a time to come fix my couchThen another person would say Conns would not help me but call back and talk to another personI was then told that I needed a paper trail of my complaint and then that is when I started emailingI am sorry I didn't do it sooner but I have never been treated so badly by a company that I needed to defend myselfMost companies care about their customers and the happiness of their customers and a phone call should do the trickI submitted a claim during my warranty, Conns didnt and doesnt want to honor it and gave me the run aroundConns did not try and make sure that I was a satisfied customer and gave me different stories every time I calledThey should get their story straightI am not trying to get anything for free, just a couple of screws to hold the arm on my couchApparently that is too muchAnd yes, the guy they sent out to take pictures of my couch pulled the damaged arm farther apart then it already was causing more damageI asked for a second opinion but they refused

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meIt wasn't that I was "unsatisfied" with the way the unit was manufactured, it was that it was damagedConn's can have their damaged furniture back.Thank you,*** ***

Thank you for the opportunity to respond to Mrs***’s complaintOur records show on2/27/17, Mrs*** purchased a *** French Door refrigerator which comes with a 1-year limited manufacturer’s warranty; no additional coverage was purchased. We researched Mrs***’s
complaint and found that her refrigerator was scheduled for delivery on 3/04/We show Mrs***’s refrigerator was delivered and signed acknowledging the item was inspected and received in good order; no damages were reportedAs listed on the signed delivery ticket “By signing below you agree that you thoroughly inspected your merchandise for damageAn exchange or price concession will not be authorized for damage discovered after delivery”. Our records show Mrs*** did contact the warehouse stating that the delivery team did not install the kick plate on the unitHowever; Mrs*** has been informed that the unit selected does not come with a kick plate as displayed in the store and on Conn’s website athttp://www.conns.com/***Mrs*** also stated that the unit was scratched during delivery but was informed that no issues were reported and the unit was signed as received in good order. We have reviewed the photos provided by Mrs*** as well as the photos taken at the time of delivery and are unable to confirm that the damage occurred at the time of deliveryAs a gesture of goodwill we have offered Mrs*** a 15% concession for the, refrigerator, however, she has declined our offer. If we may be of further assistance, Mrs*** may contact us at 1-866-765-1513. Kind regards, Dyeisha W***Customer Relations

Thank you for
the opportunity to respond to Mr***’ concerns regarding collection calls he
has received.
According to
our records, the telephone number provided by Mr*** was linked to a Conn’s
account in error. We have placed a cease
and desist on the telephone
number provided by Mr***.
We sincerely apologize
for any inconvenience Mr*** has experience due to this matterThank you,Cheryle S***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
Conn's Is not being fair and their findings are not even correctFirst of all we did not get a gas range!! It is ELECTRIC RANGEThis was the first easy thing to see if you were taking notice of the initial contract of the saleHow could already mistake the listing of purchases incorrectly??? Now they say they offered me a settlement to credit my account the $There are numerous things wrong with this situation on their behalfFirst of all from the time that we made the notifications to Conn's about the stove breaking down was as they say 4/17/but it was 4/11/cause the range was installed on Friday evening April 6th, as my wife posted this on her *** page link enclosed for picture and notification on *** when posted that day ( *** ) CLICK COPY AND PASTE IN BROWSER TO SHOW This posting was on the 11th of April!!! This was Wednesday and by Friday the 13th is was broke contacted Conn's in Waco and they said to call ** for servicingConn's may show April 17th as their first contact but it was well before this dateThis has been downtime for us almost immediately from the start of installation! Friday night my wife was cooking (3rd) cook and in the middle of cooking the stove went into F-Heating Error and we were out of the food that was in the middle of cooking! The since that day to present we have had to eat out everyday for lunch, dinner as well cause we had no stove to cook onThis costed us a great deal of moneyWe can show on our bank statements and credit cards the purchases of eating out and not using our stove!!! The average cost of one day to eat out was between $to $a mealAs you can see this was hundreds of dollars at days of eating out and not able to cook on our stove that Conn's sworn they would get it fixed and they couldn't this was out of their hands and they admit this in full BUT they don't want to be responsible for reimbursement of a month long ordeal of eating out which was extremely expensive and at times there were three of us that had to eat with our son that I get visitation at times so he has to eat too!!! Then I had to fix the stoveThe repair hourly rate for appliance repair is $an hourThank goodness that I am a qualified person to fix my range and I finally had to do so cause we felt Conn's would drag this out another month or more as we read thousands of complaints with the same situationsThey say they have been doing this for years but obvious they are not living up to that standard presentlyMy time to fix the stove was hours which consisted of troubleshooting to find why the heating error was coming upMy findings were after I found the problem which was cause by the misuse and abuse the delivery guys of Conn's actions as they were throwing the appliances around and shifting them hard at am in the morning when they were tired and wanted to get doneThe appliances in my opinion suffered much unwanted abuse by their handling procedures which caused the delicate wiring to become brittle and detached as well as the control heating board was damaged/malfunction from the handling and had to be repaired manually plus my time of fixing at hours and then adding the inconvenience of everything we had to go through is how I came up with the amount of compensationI am willing to drop the illegal and and harassing phone calls from the collection department and to narrow down for the inconvenience of a month plus, the amount of food to eat out unnecessary for days plus and for the time and fixings of the stove itself to $and $credit to my account and I would consider this fair and resolvedI have done everything I could to reconsider my wanting of $to $for all that is described aboveI will see if Conn's will live up to their customer service expectations as I have and feel I have came more than half way to resolve this with my new offerThis is my final consideration with Conn's on this matterI will await for the response! Thank You*** ***
Regards,

Thank you again for the opportunity to respond to ***’ concerns regarding account ***. *** stated she was not aware of the ter** of the no-interest financing and would like her “cash-option” reinstated. ***’ “cash-option” expired on November 25, 2015. ***’ invoice balance due at the end of the “Cash-option” was $2791.03. *** paid a total of $2534.97. This left an invoice shortage of $Since the invoice balance was not paid in full before the “cash-option” expiration date, the “cash-option” was void and finance charges were assessed from the date of purchase under the ter** and conditions found in the signed retail installment contract as stated in the “cash-option” addendum. Conn's values Mr*** as a customer and appreciates him for bringing his concerns to our attention. Thank you, Cheryle ***

Thank you for the opportunity to respond to Mrs***’s complaintOur records show onJuly 27, 2016, Mrs*** purchased a *** washer and dryer and elected to purchase a 48-month Repair Service AgreementWe show Mrs*** items were delivered and received in good order onJuly 28,
We researched Mrs***’s service history and found she contacted our service department on October 31, 2016stating the wrinkle cycle on her dryer leaves her clothes wetA service appointment was scheduled forNovember 3, 2016; during the appointment the technician found parts were needed to complete the repairsOur records show the part s arrived onNovember 8, and Mrs*** was contacted to schedule repair but we were unable to reach her at the time Mrs*** called back on November 14, and we confirmed her appointment for November 16, Once the technician has installed the new parts we can determine what further actions may be required Although Mrs***’s dryer does not meet the qualifications for an exchange at this time, we will continue with any covered repair needs If we may be of further assistance, Mrs*** may contact us at1-866-765- Kind regards, Dyeisha *** Customer Relations

Thank you for the opportunity to respond to Mrs***’s complaintOur records show on 6/20/15, Mr*** purchased the *** *** sofa and loveseat and elected to purchase a 48-month FurnitureGard Plan. We researched Mrs***’s complaint and found that she contacted our
service department on 12/7/16 stating the sofa has a hole in the backA service appointment was scheduled for 12/20/16 however; no one was available for inspection therefore the appointment was re-scheduled for 1/03/During the inspection the serviceman found a small area on the right back where the vinyl is torn from rubbing the wallThe serviceman also reported that the leather on the left arm is cracking and the casing needs to be replacedWe show Mrs*** was contacted and made aware that the reported damages are not covered under the Terms and Condition of the FurnitureGard Plan at the time of Mr***’s purchase. Although the reported damages are not covered under the ***’s of the FurnitureGard Plan at the time of Mr***’s purchase; we received approval from the manufacturer to only repair the cracking under their warrantyWe have submitted the parts needed to repair the left arm to the manufactureOnce we received the parts, Mrs*** will be contacted to schedule installationHowever; the hole found on the back of the unit is not covered under warranty as collision with other objects is not covered under the ***’s. If we may be of further assistance, Mrs*** may contact Customer Service at 1-877-358-1252 Kind regards, Dyeisha ***

Thank you for the opportunity to respond to Mr*** complaint. We researched Mr*** complaint and found his issue has been addressed and resolved. Mr*** complaint was escalated to upper management; on8/20/15 an exchange to replace his washer was approved. He was
issued a credit up to the original amount paid which was $to reselect a new washer. On 8/21/15, Mr*** initiated his exchange he selected a *** high-efficiency washer model (***) with a new 48-month Repair Service Agreement. Mr*** new washer was delivered and received in good order on 8/22/15. Again, we sincerely apologize to Mr*** for any inconvenience he experienced during this process. If we may be of further assistance, Mr*** may contact our Customer Service department at ***.Kind regards,Jana ***Customer Relations
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Thank you for the opportunity to respond to Mrs***’ complaintOur records show on 12/21/16, Mrs***’ purchased *** side-by-side refrigerator and elected to purchase a 24-month Repair Service Agreement PlanMrs***’ refrigerator was delivered and signed acknowledging the item
was received in good order on 12/22/16; no issues were reportedWe reached out to our delivery team and confirmed that Mrs*** refrigerator was a new factory sealed unit that was just received at the warehouse on 12/22/16 to be deliveredWe show Mrs*** later contacted us on 12/28/16 to take advantage of our Price Guarantee and received a credit to her account for $However; there were no mentions of any issues with the unit. Contrary to Mrs***’ complaint, we do show that she contacted our customer service department via email on 12/30/16 (days after delivery) stating her refrigerator was damaged during delivery and requested an exchangeMrs*** was informed that no issues were reported at the time of delivery or during her post callTherefore, we are unable to honor her requestMrs*** did provide photos of her unit for further reviewHowever; after reviewing both the photos taken at the time of delivery and Mrs*** photos, we were able to verify that the unit was moved by someone other than Conn’sMrs*** has been advised that we are unable to determine when or how damages may have occurred once the delivery has left, therefore; we are unable to honor her request for an exchange. We have attached supporting documents with our response. If we may be of further assistance, Mrs*** may contact our Customer Service Department at 1-877-358-1252. Kind regards, Dyeisha ***

Thank you for the opportunity to respond to Mrs*** complaintWe researched Mrs*** complaint and found that her issue has been addressed with the store managerMrs*** will be contacted by the store manager once the chairs are available for pickupWe appreciate Mrs
*** for bringing this matter to our attention and we sincerely apologize for any inconvenience experienced during this process. If we may be of further assistance, Mrs*** may contact us at 1-866-765-1513 Kind regards, Dyeisha ***

Conn’s is unable to add the “Cash-option” to the accountIn order to qualify for the “Cash-option,” the merchandise and the credit must qualify for the promotional offer. We have included a copy of Ms***’s signed retail installment contract for her records. We are unable to accept the return of the product as Ms*** is outside the return/exchange period. If Ms*** can no longer afford the product, we do accept voluntary repossessions which will result in a charge-off and residual balance due. Please contact Conn’s for further details regarding this option

Conn Appliances, Inc(“Conn’s”) appreciates the opportunity to respond to the concerns you have regarding account(s) ***We have a more than 120-year history of quality customer service and satisfaction, and I would not want anything to impair that recordOur contact information is located
on Mr***’s retail installment contract or promissory note and security agreement, invoice, coupon book, and welcome letterAs 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*** stated in his complaint that: he made a payment on his account; the payment was applied to a different account in error; he would like the payment to be applied to his account; and he does not want his credit negatively impacted by this errorOur investigation reveals that: Mr*** made a payment on his account; it was applied to a different Conn’s account; the payment has been moved to Mr***’s account; and no negative credit marks were assessed on the account. According to our records, Mr*** scheduled a payment on a Conn’s accountThat payment was posted to a different account. When a payment is misapplied to an incorrect account, Conn’s requires proof of payment in order to research the matter further. Mr*** provided proof of payment. On June 26, 2017, the payment was moved to Mr***’s account. We have provided a copy of the payment history as verification. No negative credit marks were assessed on the account. Conn’s values Mr*** as a customer and sincerely apologizes for any inconvenience he experienced due to this matter

Thank you for the opportunity to respond to Ms***’s concerns regarding account ***. Ms*** stated she believes her minimum monthly payment should be reduced once she provides proof of insurance. According to our records, Ms*** signed a 36-month retail
installment contract on September 25, 2016. Ms*** provided proof of insurance at the time of her purchase, therefore, was not charged for property insurance. We have attached a copy of Ms***’s signed retail installment contract for her records. Due to this being a secured retail installment contract, the merchandise must be insurance 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 as long as the declaration pages shows coverage from the date of purchase to the present dateAll other insurances are optional Although, the minimum monthly payment is not reduced if proof of insurance is faxed to our insurance department, the customer’s overall balance is reduced. Additionally, if the customer returns to the store location with proof of insurance within days of the original contract date, the contract can be re-written to reduce the minimum monthly payment. Conn’s values Ms*** as a customer and appreciates her for bringing her concerns to our attention. Thank you, Cheryle S***

Revdex.com:
This letter is to inform you that Conns Appliance, Inchas carried out to my satisfaction the resolution it proposed for my complaint, filed on 8/9/and assigned ID ***
IOk hate to pay for something I CAN NOT USE
Regards,

Thank you for the opportunity to respond to Mr***’s concerns regarding account ***. Mr*** stated he would like the negative credit marks removed from his account due to having unemployment insurance on the account According to our records, Mr*** signed a 32-month
retail installment contract on August 10, 2013. That contract included our unemployment insurance. On January 7, 2016, Mr*** contacted us stating he would like to file an unemployment insurance claim. On January 14, the insurance claim forms were mailed to the address on file. As of November 2, 2016, Conn’s has not received the claim forms back from Mr***. Mr*** will need to complete the claims process. If Mr*** has misplaced the claim forms, he may contact our insurance department at 800-280-to request another form. Conn’s is obligated to report factual information to the credit bureaus and we are unable to remove the negative credit marks assessed on the account due to payments not being made timelyWe have attached a copy of Mr***’s payment history for his records. Conn’s values Mr*** as a customer and appreciates him for bringing his concerns to our attention. Thank you,Cheryle ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint I received a call to schedule another service today 2/23/and was told my only option for a service date was 3/20/When I questioned why it was going to be almost a month away I was told that the service company is subcontracted by Conn's and they only service my area twice a month and the first day is already booked upI agreed to take the March 20th date, but wanted to confirm that the contractor could get to my house early enough to complete the work, unlike last time when he ran out of timeI was told that she could to guarantee what time he would be there and if he didn't complete the work we would have to be referred back to Conn's to set up another serviceI cannot afford to take a day off every month to get my couch fixed
[Provide details of why you are not satisfied with this resolution.]
Regards,

Thank you for the
opportunity to respond to *** *** complaintOur records show on 3/1/14,
*** *** purchased a *** 75” *** TV and elected to purchase a 25-month
Repair Service Agreement with Accidental Coverage
We reviewed *** ***
complaint and found she has only
had one service call with Conn’sOn 8/21/14,
*** *** contacted our service department stating there were vertical lines
on her television screen however; the picture and audio was workingA service
appointment was scheduled on 8/25/15; during the inspection the technician
found a new panel was needed to complete repairsOnce the part arrived, the
technician installed the new panel and reported the television was functioning
properly
Upon further research we
found on 6/1/15, *** *** RSA/Accidental Coverage was voided due to her
account status with Conn’s as listed under the Terms and ConditionsMrs
Leake’s television is also no longer covered under the Terms and Conditions of
the 1-year limited manufacturer’s warranty which expired on 3/1/We show on
7/2/15, *** *** contacted our service department for repairs on her
televisionHowever; she was advised she will be responsible for any service
fees due to the unit no longer had coverage under the manufacturer’s warranty
or RSA/Accidental Plan
At this time we are unable
to honor *** *** request; her RSA/Accidental Plan was voided as listed
under the Terms and Conditions Number
(6) Cancellation: non-payment
If
we may be of further assistance, *** *** may contact our customer service
department at ***.Kind regards,Dyeshia W***