Alan J. Slobodnik, M.S.W.

Conn Appliances, Inc(“Conn’s”) appreciates the opportunity to respond to MsJacobs’ 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, MsJacobs may contact Conn’s regarding questions
by calling our Customer Service Helpdesk at 1-877-358-1252, or on-line at www.conns.com. MsJacobs has stated in the complaint: 1) That she purchased a washer and dryer with us and the washer started leaking after delivery; 2) we agreed to exchange the washer and dryer, but she would need to pay the cost difference, and 3) she would like to return the washer and dryer without a restocking fee Our investigation reveals that: 1) We exchanged MsJacobs’ washer once we confirmed the washer was leaking2) MsJocobs’ selected a more expensive washer and dryerTherefore, she was informed that she would need to pay the difference3) We agreed to honor MsJacobs’ request to return the washer and dryer and waive the restocking fee Our records show on 5/29/17, MsJacobs purchased a *** washer and dryer and elected to purchase a 48-month Repair Service Agreement PlanMsJacobs’ items were delivered and received in good order on 5/30/ We researched MsJacobs’ complaint and found that she contacted our service department on 6/7/stating her washer is leaking from the bottom A service appointment was scheduled for 6/10/During the inspection, the technician was unable to duplicate the issue with the washerThe technician reported that he ran a complete cycle, but no problems were foundOur records MsJacobs contacted our service department again that same day stating after the technician left she attempted to wash a load of clothes and the washer started to leak againThe technician returned to MsJacobs’ residence on 6/12/to re-as the washer and reported that parts were needed to complete the repairsAfter reviewing the technician’s findings, we agreed to exchange MsJacobs’ washer and extended her the option to reselect both washer and dryer. MsJacobs has issued a credit for the original amount paid for both washer and dryer. Although the original washer and dryer were still available for purchase, MsJacob selected another set that was more expensive. MsJacob was informed that she would need to pay the difference if she wanted to go with a different set Our records show MsJacobs requested to return both the washer and dryer for a refundAs of 6/17/17, MsJacobs’ washer and dryer have been returned, and a credit of *** has been applied to her GE accountWe also show MsJacobs has been refunded for the down payment that was paid at the time of purchase Conn’s values MsJacobs as a customer and appreciates her for bringing her concerns to our attention

Thank you for the opportunity to respond to Mrs***’s additional commentsAs mentioned in our previous response, Conn’s Return and Exchange Policy states: A consumer has 30-days from the date the item is received to return or exchange appliances with the required 15% restocking fee. If your product failswhile under manufacturer's warranty, Conn's Factory Authorized Service will repair your product according to these warrantiesMerchandise must be in new condition as determined by Conn’s. Conn’s has attempted to repair Mrs***’s unit in a timely manner as listed under the Terms and Condition of the manufacturer’s warranty. Although we are unable to honor Mrs***’s request to exchange her refrigerator; Conn’s is willing to continue with repairs.Although Conn’s would prefer to keep the lines of communication open, we have placed a cease communications on the telephone numbers associated with Mrs***’s accounts. If we may be of further assistance, Mrs*** may contact our Customer Service Department at 1-877-358-1252. Kind regards, Jana ***

Thank you for the opportunity to respond to Mr***’s concerns regarding a fraudulent account. According to our records, a fraud affidavit and fraud packet was mailed to Mr*** non June 17, 2016. We received his completed fraud packet on August 1, 2016. We ask that
Mr*** please allow 30-days for the matter to be resolved. If Mr*** has any additional questions or concerns he may contact our fraud department at 866-817-for further information. Conn’s appreciates Mr*** for bringing his concerns to our attention and apologizes for any inconvenience he experienced due to the matter. Thank you, Cheryle ***

Thank you for the opportunity to respond to Mr*** complaintWe attempted to contact Mr*** on 10/4/16 to discuss his concerns but was unsuccessful and left a voice message to return our callConn's has agreed to honor MrBurton's request and process the credit to his account in
lieu of the exchange as well as remove any negative credit marksWe ask to please allow up to days for the credit to post and the account to closeWe appreciate Mr*** 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, Mr*** may contact us at 1-877-358- Kind regards, Dyeisha ***

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
The response is inaccurateHowever, they have delivered a new washer to repleace the broke one since December 7thIn addition, all I had to sgn, in my home, was the delivery of one and taking oneThis is what should have happened in January. I have kept all names, dates, times, and voicemails from everyone including my ownI have not recommended this business to anyone and a few people I know have chosen other businesses.
Regards,*** ***

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,since the writing of this I had a call from a manager named matt to buy something else with credit..he agreed to credit the bed,boxspring and frame..the credit would be around or so..I was gonna purchase a computer valued at 1500..they would deliver computer and pick up bed,box,and frame..I went to the store number and as usual nobody could seem to find anything but the credit..I have the exact time we talked and the date which was saturday july 30th around 4:15..since you record everything go listen to the tape..we are getting nowhere on this..We are getting sicker from this bed in here..I have asked a Revdex.com person a few questions on this and was advised to have texas state health come inspect and collect data..the best deal would be to do as Matt suggested on trading out and getting computer..there was matresses shown to us and the salesgirl said both had day..I have witnessess to this.the ensemble was not in good condition when delivered..the person signing was not suppossed to..it would be mary but in this case I have power of attorney..so I see a problem here..I have pictures of this awful couch they sent and mud all over otterman.you people are blind are something saying nothing is wrong with the couch contact arthur at store I sent pics of this awful thing if you would like I can sure send you one..I disagree with conns answer on this the couch was and is in awful shape..the stuff was never delivered on time..I am prepared if needed to have enough evidence to show a judge if needed..since everyone is calling us liars..It is my intention to try and have Revdex.com resolve this..everything had problems and it took forever to have someone come out and remember I have audio and video of everything and person I talked with..the tv was suppossed to be brought down at 10%..I was told not to open the box so my fathers day gift remained unopened for two weeks until I couldnt stand it anymore..There was a puzzle look in right hand corner..I called arthur and sent a picture and he said it was cracked inside probably during shipping..so dont sit here and say I had it for two weeks and you did me a favor..it was defective like the bed,couch..So I didnt get a fathers day gift at all..I still state I dont want any of the stuff..you take it back and wipe the slate clean..do remember there is mold in that bedroom that will have to be cleaned from the bed..If we cannot come to a deal..I will hire and investigator to examine all merchandise and prove conns is at fault..Its simple take the bed back I get a computer..and take furniture back and were done otherwise I will proceed as far as I need to..My wife was in a coma for months and I have been told the mold is affecting her health..so now I have no choice..All of you merchandise is trash and has problems..read your comments page on your corporate site

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.] I am not satisfied with the business es response because my furniture was not delivered to me until the first week in September I have made myself available on the weekends for Conns to clean or replace my mattressI was very specific in telling them that I work in education and was told they would accommodate scheduling me on the weekendThey scheduled appointments during the week when I was at workI also called Conns the same day of delivery and asked for the manager Jeremy to let him know what had happenedI did not call over days laterI went into the store to report the incident and left several messages with an employee of Conns prior to thisI was not offered a warranty at the time of purchaseI also made numerous calls to the service department from home and from Conns store and was on hold for nearly an hour each time with no one picking up.Jeremy called from his phone to speak with a contact he knewConns never called me back to do anything until months laterThe delay was on their partI want my mattress cleaned and some considerstion. if
Regards,
V

[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.]
Iaccept that there is a service call on that date it is because after they came and put the part in the dishwasher still does not work properly so I called them and informed them of the problem and we set a date for yet another service man to come out.the problem is that the dishes are still dirty and wet after it has been ran it is the same problem we have had from the beginning.I hope the problem can be resolved soon but I am afraid that without exchanging this dishwasher for a different brand we are going to have this problem Its been going on for so long it's hard to believe that this hasn't been done yet
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

Thank you for the opportunity to respond to Mrs***’s comments. We have thoroughly researched her concerns and stand by our original response. At the time of purchase Mrs*** as provided a copy of Conn’s Return & Exchange Policy 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 ** The proposition label that was found on Mrs***’s chair is a notification requirement for California residence. The notification is not required in that state that Mrs*** resides. Kind regards, Kathryn J*** Customer Relations Officer

Thank you for the opportunity to respond to Ms*** concerns regarding account ***. MS*** stated she paid her account balance in full but the account remains open. She would like the account closed and the negative credit marks removed from her credit report.
According to our records, Ms*** signed a 32-month retail installment contract on December 7, 2013. That contract included our 12-month no-interest financing (“cash-option”). Per the terms of the “cash-option,” the “cash-option” will be void if the minimum monthly payment is not paid within days of the scheduled due date or the “cash-option” balance has not been paid within days of the expiration date. Ms*** total “cash-option” price was $6527.10. This amount included the invoice amount of $plus $for insurance. Ms*** made payments totaling $4665.68. This left an outstanding balance of $that was due on or before the expiration date of December 7, 2014. We are unable to reinstate Ms*** “cash-option” as the balance was not paid in full on or before the “Cash-option” expiration date. We have attached a copy of Ms*** signed retail installment contract, “cash-option” acknowledgment pageMs*** also stated she would like the credit marks removed. Conn’s is obligated to report factual information to the credit bureaus and we are unable to remove the credit marks assessed on the account due to payments not being made timely. We have attached a copy of her payment history for her records. Conn’s values Ms*** as a customer and appreciates her for bringing her concerns to our attention. Thank you, Cheryle ***

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. We researched Mr***’s complaint and found that his issue has been addressed and resolved by the district managerConn’s values Mr*** as a customer and appreciates him for bringing this matter to our attention

Thank you for the opportunity to respond to Mr***’s complaintWe researched Mr***’s complaint and found that his issue is regarding a purchase under a different consumer’s accountAlthough we are unable to discuss any information with a 3rdy party representative, all purchases with
Conn’s is subject to credit approval even if the consumer has an existing accountWe have forwarded Mr***’s concerns to the district manager to address this matter with all parties involved. If we may be of further assistance, Mr*** may have the account holder contact us at 1-866-765-1513. Kind regards, Dyeisha ***

Thank you for
the opportunity to respond to Mr***’s concerns regarding account
***. 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 November
28, 2013. That contract included a
6-month no-interest financing promotion (“Cash-option”). The total amount due by the end of the
6-month Cash-option was $2177.31. This
amount included $for the product purchased and $for the
insurance due at the end of the Cash-option term. Mr*** paid a total of $2141.87. This left an invoice shortage of $35.44.
As a one-time
offer and a goodwill gesture, we will credit the account the $and close
the account. Mr*** will receive a
close-out letter within business days of the account closing. We have attached a copy of Mr***’s
signed retail installment contact and payment history for his records.
We value Mr*** as a customer and
sincerely apologize for any inconvenience he has experienced due to this
matter. Thank you,Cheryle S***

Thank you for the opportunity to respond to Mr***’s additional commentsConn’s advertisements states that our products and promotional offers is subject to credit approvalAlthough some consumer’s credit rating may not qualify for promotional or special financing offers, we are still able to offer alternative financing options to assist with their purchase needs. Kind regards, Dyeisha ***

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
This information is incorrectI have a recorded phone conversation and phone records available that show Conn's in fact offered me the extensionRather it qualified or not is not my fault as a consumerA Conn's employee brought it up and MANUALLY took my payment over the phoneNo one called back to tell me "it did not qualify" in fact ALL payments were pulled from my account the next day Why would you take partial payments for as little as on a payment? I didn't make that amount up. The "Goodwill" removal should occur on ALL the accounts affected and not just one. I would like to see these accounts updated accordingly and would like a letter of credit from Conn's to show my potential lenders during the next "30-60" days.If I can get the marks removed on all the accounts like I originally asked in the initial letter then I would be content on letting this claim goI would hope that Conn's would value their customers a little moreI just purchased another 4,in merchandise there the other day.
Regards,
David ***

Thank you for the
opportunity to respond to Mrs***’s additional commentsAs mentioned
in our previous response; the serviceman notated Mrs***’s loveseat
showed signed that the unit is being used more often than the other furniture
pieces and it is exposed to more sun which may result in the discoloration she
is experiencing; this is considered wearHowever; discoloration is not
covered under the Terms and Conditions of the manufacturer’s warrantyAlso,
Conn’s advertise the material used for the *** *** living room
furniture as soft blended leather.
This information can be found on our website as well as the furniture
brochure Mrs*** received with her furniture set.
Again, we are unable to honor Mrs***
request for an exchange; the reported issue is a result of wearHowever
Mrs*** may contact our Service Department at *** to have
her furniture re-evaluated
We have included a photo that was taken at the
time of inspection
If we may be of further assistance, Mrs
*** may contact us directly at ***
Kind regards,
Dyeisha W***

Thank you for the opportunity to respond to Mr***’s complaint. Our records show that on 7/2/16 Mr*** purchased a ** electric range, dishwasher, and over the range microwave; all with a limited one year manufacturer’s warranty. Mr***’s received a copy of
the Return and Exchange Policy at the time of purchase. Our Return and Exchange Policy 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 fails while under manufacturer’s warranty or Conn’s RSA, Conn's Factory Authorized Service will repair your product according to these warranties. Mr*** also signed his invoice acknowledging that he received a copy of Return and Exchange policy. Mr***’s appliances were delivered on 7/3/16 as promised.After further review we show that Mr*** first contacted us on 7/3/16 stating that there were a few of his pots and pans left in the range that was hauled off during deliveryOur records indicate that we were not able to coordinate the pickup of the pots and pans and they were disposed of. As a gesture of good will we will honor Mr***’s request and send him a check for $for the cost of the cookware. We have spoken to Mr*** and he has agreed to accept the concession.If we may be of further assistance, Mr*** may contact our Customer Service Department at 1-877-358-1252. Kind regards, Kristal ***

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
As stated before, what they're requesting isn't possibleI will once again broach the situation with my credit union.
Regards,

Thank you for the opportunity to respond to Ms***’ concerns regarding account ***Ms*** stated she would like the price match added to her account and would like to know why her payoff was not reduced when she provided proof of insurance According to our records, Ms
*** signed a 24-month retail installment contract on August 9, That contract consisted of a 49” television for $799.99, sales tax in the amount of $She paid an $down payment, bringing her total to $She agreed to have property insurance on the account in the amount of $Finance charges in the amount of $were added bringing Ms***’ total of payments to $ On August 22, 2016, Ms*** received an invoice credit in the amount of $for the price match of the televisionThis brought her total of payments to $ Ms*** submitted proof of renters insurance; however, the proof of insurance did not show coverage at the time of purchaseA prorated insurance credit was applied to the account in the amount of $on April 17, bringing her total of payments to $ Ms*** has made payments on the account totaling $Four late fees have been assessed on the account in the amount of $This brings Ms***’ account balance to $with a payoff quote of $Please note, the payoff quotes update dailyIf Ms*** would like to pay the account balance in full, we ask that she contact us the day she plans to pay off the account for an up-to-date payoff quote We have included copies of Ms*** signed retail installment contract and payment history for her records Conn’s values Ms*** as a customer and appreciates her for bringing her concerns to our attention

Conn Appliances, Inc(“Conn’s”) appreciates the opportunity to respond to Ms***’ 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.comMs*** has stated in the complaint: 1) She has had three difference technicians out to repair her refrigerator, but the unit is still not working; and 2) She is requesting an exchange Our investigation reveals that: 1) Ms***’ refrigerator has been service in accordance with the Terms and Conditions of the manufacturer’s and Repair Service Agreement Plan purchased; and 2) MsCarares was approved for an exchange on 8/23/ Our records show on 3/4/17, Ms*** purchased a *** French door refrigerator and elected to purchase a 36-month Repair Service Agreement Plan We researched Ms***’ service history and found that she has contacted us on three separate occasions for repairs to her refrigerator due to the unit not coolingOur records show Ms*** had parts replaced on her refrigerator on 7/1/(PCB main ASM cover) and 8/12/(AS drier evaporator)However; Ms*** contacted us again on 8/15/stating the unit is still not coolingA service appointment was scheduled for 8/22/17, and the technician found that additional parts were needed to complete repairsBased on Ms***’ service needs, her refrigerator was approved for an exchange under the Terms and Conditions of the manufacturer’s warranty for up to $ Our records show Ms*** initiated her approved exchange on 8/23/and re-selected a Frigidaire French door refrigerator which is currently scheduled for delivery on 8/29/ We sincerely apologize for any inconvenience Ms*** experienced during this process