Alan J. Slobodnik, M.S.W.

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, 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. Mr*** stated in his complaint that: he made a payment on a closed account; he has contacted Conn’s several times to refund the payment; and he would like the payment refundedOur investigation reveals that: Mr*** made a payment on his closed account; he has contacted Conn’s to refund the payment; and we have located the payment and are in the process of refunding the payment According to our records, Mr***’s account has been closed since November 25, 2015. He submitted a payment in the amount of $in January 2017. We have located the missing payment, and we are in the process of refunding the payment to Mr***. We ask that Mr*** please allow 10-business days to processIf Mr*** has not received the refund on or before June 13, 2017, we ask that he contact our customer service department so we may track the check Conn’s values Mr*** as a customer and sincerely apologizes for any inconvenience he experienced due to this matter. As a gesture of goodwill, we have sent Mr*** a gift card

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me I tried emailing the company through their website and never got a response back that's why I sent complaint through the Revdex.com. *** ***

Conn Appliances, Inc(“Conn’s”) appreciates the opportunity to respond to Ms***’s concernsWe have a more than 120-year history of quality customer service and satisfaction, and we would not want anything to impair that recordAs a reminder, Ms*** 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*** has stated in her complaint: 1. that she contacted us for repairs for her washer and dryer and we have not rendered service; and 2. that we have not returned her call Our investigation reveals that: 1. services have been rendered twice on the washer and once for the dryer2. we attempted to contact Ms*** with the phone number listed on file but found we did not have a valid phone number Our records show on November 29, 2013, Mr*** purchased an ** *** washer and dryer and elected to purchase a 48-month Repair Service Agreement PlanMs*** items were delivered and signed acknowledging items were received in good order withno issue reported After further review of Ms***’s complaint, we show she contacted our service department on December 31, stating her washer is leaving the clothes wet, and she receives an error code during the spin cycleA service appointment was scheduled for January 5, During the appointment, the technician found that parts were needed to complete repairHowever, due to the part delay an exchange was approved on February 10, to re-select a new washerWe attempted to contact Ms*** regarding the approved exchange but were unsuccessful in out attempts. Our records show the approved exchange was not initiated Ms*** did not contact us again for service until May 1, Ms*** stated that her washer would not complete cycles, and the dryer takes too long to dry clothesA service appointment was scheduled for May 3, During the inspection the technician found parts were needed to complete repairs on the washer, however no issues were found with the dryerWe show that the parts have been receivedWe attempted to contact Ms*** to schedule installation,were unsuccessful, and left a voice message to return our callMs*** may contact our Service Department at 1-855-266-to schedule her appointment Conn’s values Ms*** as a customer and appreciates her for bringing her concerns to our attention

Thank you for the opportunity to respond to Mrs***’ complaintOur records show on November 19, 2013, Mrs*** purchased the *** *** living room furniture which consists of three pieces (sofa, loveseat and wedge) and elected to purchase a 48-month *** Plan We
researched Mrs***’s service history and she has contacted our service department on seven different occasions regarding repairs for her loveseatMrs*** last service call was received on August 17, 2016 stating the unit is leaning and nails is poking from the armrestA service appointment was scheduled for August 30, 2016 ; during the inspection the serviceman found both sides and the back of the loveseat leaning, the cushions lost resiliency, the center console damages with frame poking out and the headrest peeling very badlyThe serviceman ordered new mechanisms and seat cushions to complete the repairs however; Mrs*** has been informed on several occasions that the peeling found on the unit is not covered under the Terms and Conditions of the *** plan purchasedOur records show on September 10, 2016, the serviceman installed the new cushions and mechanisms and reported the unit was functioning properly At this time we are unable to honor Mrs***’ request; based on the servicemans report the covered repairs were completed on September 10, Mrs*** has been made aware each time the serviceman has assess her loveseat that the peeling found is not covered under the terms and conditions of the *** Plan. We have attached a copy of the photo taken at the time of inspection and the Terms and Conditions of the ** Plan If we may be of further assistance, Mrs*** may may contact us at 1-866-765- Kind regards, Dyeisha ***

Thank
you for the opportunity to respond to *** *** complaint. After researching
his concerns we found there was an error when the concession was submitted which
has caused a delay. The error has been corrected and the concession is
currently processing. We ask that *** *** please allow 7-business
days to receive his refund in the amount of $196.00. We sincerely
apologize to *** *** for any inconvenience he has experienced during this
process
If we
may be of further assistance, *** *** may contact our Customer Service
department at ***
Kind
regards,
Jana A***

Thank you for the opportunity to respond to Mr***’s complaint. Our records show onSeptember 17, 2016, Mr*** purchased a *** 65” ** *** flat LED TV that came with a limited 1-year manufacturer’s warranty; no additional RSA coverage was purchased through Conn’s. Mr***
was provided a copy of Conn’s Return & Exchange Policy at the time of purchase which states:A consumer has 30-days from the date the item is received to return or exchange (appliances and electronics) with the required 15% restocking fee and if your product failswhile under manufacturer's warranty, Conn's Factory Authorized Service will repair your product according to these warranties. Mr*** elected to have his TV delivered; we show his delivery was completed onOctober 1, We researched Mr***’s complaint and found he contacted us onOctober 8, (seven days) after receiving delivery; stating the television had spots on the screen. A service call was scheduled; during the inspection the technician found the Mr***’s television was damaged. Our records show Mr***’s issue was escalated with upper management and after reviewing the photos that were taken at the time of delivery; Mr***’s claim for an exchange was declined. The photos at the time of delivery did not indicate or show any signs of visible/physical damageAlthough the television was not turned on the damage found upon inspection would have been seen as the camera flashed Again, at this time we are unable to honor Mr***’s request to return or exchange his TV. We have included photos of Mr***’s television in question that were taken on October 1, (day of delivery) If we may be of further assistance, Mr*** may contact our Customer Service Department at1-877-358-1252. Kind regards, Jana A***

Ms***’s refrigerator does not meet the qualifications for an exchange. Ms*** has only had two completed services call from and 2016, which were a year apart. As previous mentioned, she canceled her last service call on 8/24/stating she wanted her refrigerator exchanged and would not continue with repairs Again, if Ms*** is in need of service she may contact our service department at 1-855-266-to schedule an appointment to have her unit assessed *No further action is needed Conn’s values Ms*** as a customer and appreciates her for bringing her concerns to our attention. Sincerely, Customer Relations Conn’s Inc

Thank you for
the opportunity to respond to Mr*** concerns regarding collection calls
he has received
We found the
number *** listed on an account in error. We have placed a cease and desist on that
number as well as ***. We ask
that Mr
*** please allow up to 24-hours for the cease and desist request to
process
We value Mr
*** and sincerely apologize for any inconvenience he has experienced due to
this matter. We ask that if Mr***
receive any additional calls after the 24-hour period that he contact us
directly so we may address his concerns further.Thank you,Cheryle S***

Thank you again for the opportunity to respond to Ms***'s concerns regarding account ***7931. A refund check in the amount of $was mailed out to Ms*** on October 8, 2015. We ask that Ms*** please allow 7-10 business days to receive the check. Additionally, we have agreed to refund the three NSF charges Ms*** was charged by her financial institution. A refund check in the amount of $was processed on October, 16, 2015. Once again we value Ms*** as a customer and sincerely apologize for any inconvenience she has experienced due to this matter. Thank you, Cheryle S***

Conn Appliances, Inc(“Conn’s”) appreciates the opportunity to respond to Ms***’ concernsWe 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, Ms*** 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. Ms*** has stated in the complaint: That she has contacted us several times for repairs on her refrigerator but we will not exchange the unit;We will not replace the food that she lost; andShe is requesting to have her refrigerator exchanged Our investigation reveals that: We have serviced Ms***’ refrigerator, however; no functional failures have been found to review for a possible exchange; Ms***’ food loss claim was denied due to no functional failures were found during her previous inspection; andAt this time Ms***’ refrigerator does not meet the qualification for an exchange Our records show on 9/8/16, Ms*** purchased a *** Side-by-Side refrigerator and elected to purchase a 24-month Repair Service Agreement Plan We researched Ms***’ complaint and found that she has contacted us on eight separate occasions regarding her refrigerator since the date of purchase 12/26/16- Called stating ice maker not working and freezer is not coolingHowever; prior to Ms***’ service appointment she contacted us stating the unit is working9/14/17- Called stating the motor is making a loud noiseThe technician found ice buiand defrosted the unit to complete service10/4/17- Called stating the refrigerator is only making crushed iceThe technician was unable to duplicate the issue during the inspection10/30/17- Called stating unit only makes crushed iceThe technician reset the ice bucket auger switch and tested the unitThe technician reported the icemaker is dropping both whole ice cubes and crushed ice12/20/17- Called stating unit is only making crushed iceThe technician was unable to duplicate the issue 2/24/18- Called stating the refrigerator is over freezingThe technician found ice was build up and deforested the unit to complete service 3/2/18- Called stating the ice maker is leaking water on the floorThe technician drained the pan full of water and emptied the pan to complete service 3/13/18- Called stating water is leaking from the bottom of the unitThe technician replaced the cover dispenser to complete the repairs After further reviewing Ms***’ service history we show her refrigerator does not meet the qualifications for exchange at this timeWe have only replaced parts on Ms***’ refrigerator once since the unit was purchased and no functional failures were found during the previous service inspectionsWe have no records showing that Ms*** has contacted our service department regarding any further issues she is experiencing with her refrigerator since the unit was last serviced Conn’s values Ms*** as our customers and appreciates her for bringing this matter to our attention Sincerely, Customer Relations Conn’s Inc

Conn Appliances, Inc(“Conn’s”) appreciates the opportunity to respond to Mr***’s concernsWe have a more than 120-year history of quality customer service and satisfaction, and we would not want anything to impair that recordAs a reminder, Mr*** may contact Conn’s regarding questions by
calling our Customer Service Helpdesk at 1-877-358-1252, or on-line at www.conns.com. Mr*** has stated in the complaint: 1. We delivered him a used refrigerator; 2. He contacted the store to report the glass from the drawer, and water tray was missing and was promised a $credit to account but has not been honored; 3. He is requesting to have the missing parts replaced and $credit to account Our investigation reveals that: 1. The refrigerator Mr*** received at the time of delivery is a new factory sealed model2. Mr*** contacted us four days after delivery to report the glass was missing he was reminded that no issues were reported at the time of deliveryWe have no records indicating Mr*** was offered a credit to his account3. As a gesture of goodwill, we will issue Mr*** a $check, which may be used towards the purchase of parts Our records show on 7/28/17, Mr*** purchased a *** side-by-side refrigerator and elected to purchase a 48-month Repair Service Agreement PlanWe show Mr*** refrigerator was delivered on 8/2/As requested the unit was dropped off only and would be installed by someone other than Conn’sMr*** was educated of Conn’s signature policy and signed the delivery receipt acknowledging that the item was inspected and damages were foundOur records show Mr*** contacted us on 8/6/(days after delivery) stating the glass top on the bottom shelf is missing, and the grill on the water dispenser does not fitMr*** was reminded that his item was signed acknowledging that the unit was inspected at the time of delivery and no damages were reportedMr*** refrigerator was dropped off as requested and we are unable to determine when the issue occurredAlthough we cannot confirm when or how the damage to the glass drawer occurred, as a gesture of goodwill, we will mail Mr*** a $check that may be used towards the purchase of a new shelfHowever; no further concessions is dueConn’s values Mr*** as a customer and appreciates her for bringing her concerns to our attention Sincerely, Conn’s Inc

Thank you for the opportunity to respond to Mrs. ***’s complaint. We researched Mrs***’s complaint and found her issue has been addressed and resolved. Our records show there was a delay completing Mrs***’s furniture repairs; therefore her issue was
escalated with upper management and Conn’s agreed to exchange both sofa and loveseat. Mrs***’s exchange was submitted and approved under the Terms and Conditions of the Furnituregard Plan; she has been issued an in-store credit up to the original amount paid which was $1,to reselect. Mrs*** has been contacted and made aware of the exchange approval; she is expected to visit her local Conn’s this week. We sincerely apologize to Mrs*** for any inconvenience she has experienced during this process. If we may be of further assistance, Mrs. *** may contact our Customer Service at 1-877-358-1252. Kind regards, Jana ***

Thank you for the opportunity to respond to Mrs***’ complaint. Our records show on2/20/16, Mrs*** purchased a *** *** living-room set which consisted of two pieces (loveseat and sofa) that came with a limited 1-year manufacturer’s warranty; no additional Furnituregard coverage
was purchased through Conn’s. Mrs*** 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’sdefect**Mrs*** elected to have her sofa and loveseat delivered; which was completed on3/02/ We researched Mrs***’ complaint we found she contacted us on4/11/16regarding her loveseat; stating the armrest was broken. A service call was scheduled; during the inspection the serviceman found the arm broken in the middle where it mounts to the mechanism. The serviceman re-enforced the arm to complete the repair. On5/07/16, Mrs*** contacted us again; stating the armrest was broken. A new service order was created; during the serviceman’s inspection he did not find a problem with the loveseat and the service order was cancelled. After further review we confirmed Mrs***’ complaint has been escalated to upper management and Conn’s has agreed to exchange her loveseat under the Terms and Conditions of the manufacturer’s warranty; which covers the replacement/exchange of the product and not a refund. Mrs*** may visit her nearest Conn’s location to initiate the exchange and schedule delivery. If Mrs*** refuse or declines the exchange and opted to process the voluntary repossession on her *** *** sofa and loveseat; she will be responsible for any residual balance owed on the account. The voluntary repossession terms have been explained to Mrs*** on multiple occasions Again, Mrs***' exchange on her loveseat has been approved; she may visit her nearest Conn's to initiate the exchange and schedule delivery. If we may be of further assistance, Mrs*** may contact Customer Service Department at 1-877-358- Kind regards, Jana ***

Thank you for the opportunity to respond to Mr***’s concerns regarding account ***. Mr*** stated he canceled a scheduled payment but it was processed. He would like his overdraft fees refunded. According to our records, we spoke with Mr*** on
January 31, He scheduled a payment in the amount of $to process on February 8, 2017. On February 4, 2017, Mr*** 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. The payment scheduled for February 8, was returned by Mr***’s financial institution on February 23, 2017. Conn’s respectfully disagrees that we should refund the overdraft fees Mr*** incurred with his financial institution as the payments posted were authorized by Mr***We have included a copy of his payment history for his records. Conn’s values Mr*** as a customer and appreciates him for bringing his concerns to our attention

Thank you for the opportunity to respond to Ms*** concerns regarding account ***Ms*** stated she received a promotional offer in the mail stating she had a remaining balance on her account, but the account should be closed According to our records, Ms*** signed
a 30-month retail installment contract on February 6, She paid the account balance in full on January 19, 2017. Ms*** account has been closed since January 19, We have included a copy of Ms*** payment history as verification that the account has a zero balance. Conn’s values Ms*** as a customer and apologizes for any inconvenience she experienced due to this matter

Thank you for the opportunity to respond to Mrs***’s complaintWe researched Mrs***’s complaint and found that her issue has been addressedOur records show Conn’s agreed to issue an even exchange on Mrs***’s dishwasher due to service delayMrs*** may visit her nearest Conn’s
location to initiate the approved exchange. We sincerely apologize for any inconvenience Mrs*** experienced as a result of the delay. If we may be of further assistance, Mrs*** may contact us at 1-866-765-1513. Kind regards, Dyeisha W***

Thank you for the opportunity to respond to Mr***’s complaintOur records show on 5/10/14, Mr*** purchased a 60” *** television with us and 49-month repair service agreement with accidental coverage and financed the television along with furniture and appliance on a Conn’s
Installment Account Mr*** contacted us on 9/30/15, stating there was a big black spot in the middle right side of the televisionA service call was sand upon inspection the technician found the panel was damaged and needed to be replacedAn exchange request was submitted and approved on 10/2/Mr*** brought his television into the store attempting to initiate the exchange on 2/23/16; while there it was discovered that Mr***s account had charged off on 10/31/15; due to non-payment and the Repair Service Agreement with Accidental Coverage was cancelled as a result revoking the exchange approval on 11/30/Mr*** left the television at the store and returned to pick it up on 3/12/ Although our records do not show the remotes in question were brought in with the television we contacted Mr*** after receiving his Revdex.com complaint and offered a credit to his account for the value of both remotesMr*** declined our offer therefore we are unable to further assist him in this matterIf Mr*** would like to accept our offer to credit his account $for the remotes he may contact us at 1-877-358- We appreciate Mr*** for bringing his experience to our attention the matter has been addressed with those involved to ensure it is not repeatedIf we may be of further assistance Mr*** may contact us at 1-877-358- Kind regards, Kathryn *** Customer Relations

Thank you for the opportunity to respond to Mrs*** complaint. We researched Mrs*** complaint and found her issue has been addressed and resolved. Our records indicate an exchange was approved on 9/10/15 to replace Mrs*** sofa. We show Mrs***
initiated her exchange and her new *** (Dakota) sofa was delivered on 9/20/15 in good order. We sincerely apologize for any inconvenience Mrs*** has experienced during this process. If we may be of further assistance, Mrs*** may contact our Customer Service Department at 1-877-358-1252. Kind regards, Jana ***

Conn Appliances, Inc(“Conn’s”) appreciates the opportunity to respond to Mr***s concernsWe have a more than 120-year history of quality customer service and satisfaction, and we would not want anything to impair that recordAs a reminder, Mr*** may contact Conn’s regarding questions by
calling our Customer Service Helpdesk at 1-877-358-1252, or on-line at www.conns.com. Mr*** has stated in the complaint: 1. He purchased a washer and reported that the unit was not working after installation; 2. He has been getting the runaround regarding an exchange; and 3. The system was not updated, and now he is being charged for two washers Our investigation reveals that: 1. Mr*** elected to pickup his washer and he unit were installed by someone other than Conn’sMr*** did not contact service until five days after receiving the unit2. Mr*** was informed he could setup a service call to have the unit assessed, or he could return the unit with the required 15% restocking fee3. Mr*** only has one washer on his accountThe exchange washer was picked up on 8/25/ Our records show on 8/5/17, Mr*** purchases a “sold as is” clearance model *** washer and dryer and elected to purchase a 24-month Repair Service AgreementWe researched Mr***s complaint and found that he contacted our service department on 8/14/stating the washer does not have powerBefore scheduling an initial service appointment, Mr*** contacted our customer service depart to request an exchange for a different modelMr*** was contacted and informed that we agreed to return or exchange the washer with the required 15% restocking fee as a gesture of goodwillOur records show on 8/17/17, Mr*** returned to his local Conn’s and exchanged his washer for a new factory sealed *** washer which was delivered in good order on 8/18/Mr***s original washer was picked up on 8/25/and returned to the warehouseOur records show the original washer has been canceled from Mr***s invoice and a new invoice was created for the current modelWe sincerely apologize for any inconvenience Mr*** experienced during this processConn’s values Mr*** as a customer and appreciates her for bringing her concerns to our attention Sincerely, Conn’s Inc

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
[Provide details of why you are not satisfied with this resolution.]
Regards,
I was waiting till my delivery slats to be delivered on 8/28/Once again they did not bring proper slats and the bed still can't be used.The slats they brought were for a twin bed and not for the full bedI would like to accept this response but not until my bed is able to be usedConns also needs to adjust my payment date after the bed is capable of being fully usedOnce again I cannot even put a mattress on the bed because of the missing slatsThis is the second time this has happened with this itemIf they cannot provide slats then they can let us pick up a bunkie for the full size bed and the matter can be resolvedUntil the slats or bunkie is received, payment adjustment needs to be allowed due to it not being able to be used