Alan J. Slobodnik, M.S.W.

Thank you for the additional opportunity to respond to Mr***' concerns. We included a copy of Mr***' payment history with our previous response.Again, Conn's values Mr*** as a customer and appreciates him for bringing his 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.com. Ms*** has stated in the complaint: 1) She received the incorrect washer; 2) She has been contacting us to get correct item but has not received a call; and 3) She is requesting an exchange for the correct model Our investigation reveals that: 1) Ms*** received the correct items that were listed on her signed invoice; 2) Ms*** has been in contact with our Customer Relations department regarding her concerns; and 3) We have agreed to extend the option to Return/Exchange with the required 15% restocking fee Our records show on 5/9/17, Ms*** purchased a *** washer and dryer and elected to purchase a 36-month Repair Service AgreementMs***’s items were delivered and signed as received in good order on 5/10/ Our records indicate the washer and dryer that was delivered is the same set that was selected at the store. We spoke with the sales representative and was informed that Ms*** returned to the store a week later stating that she thought she purchased the washer with the steam feature and requested an exchangeMs*** was informed that she would be required to pay a 15% restocking fee to exchange the unit Although Ms*** has exceeded the time-frame to return or exchange her washer, we have agreed to extend the option to exchange her time with the required 15% restocking fee until 7/28/ Conn’s values Ms*** as a customer and appreciates her for bringing this matter to our attention

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
Sent: Friday, March 18, 5:PM Subject: Case: ***To Whom It May Concern: I still feel like my issue was not resolve with Conn's furniture storeIs there anyway I can still petition to argue for the furniture that was sold to meAll I was is for my furniture to be repairedI purchase warranty for the sofa and when the serviceman inspected the merchandise, he specifically informed my spouse "the result of the cracking was due to our negligence of not using the proper leather softening/sun proof protection liquid"; which contradicts what was then informed to me as the final resultsI would also like to add, first of all, when I purchased the sofas, I was never informed of any special care for the leather that I need to followSecond, the location of the living room, in which my sofas are located, there's a porch patio with trees that keep most of the sun from entering this room and the location of this specific sofa does not have direct sun light contact to that specific location in which the leather is crackingI just feel that their final results of wear and tear is inaccurate, in order for the company not repair the damaged that is caused from the cheap material used in these overpriced sofasPlease I ask for another look into this case, a fair look into the consumers view its been only a little over a year and this type of damage should not occur from wear and tear. Sincerely, *** ***

Thank you for the opportunity to respond to Mrs***’s complaintOur record show on 1/28/17, Mrs*** purchased a *** *** ***, Jocelyn end table, the *** *** bedroom furniture which consists of seven pieces and the Quiz Grey twin bedroom furniture which consist of nine pieces on
invoice (***)We show a separate invoice (***) was created for the *** Counter Table and four chairs and the *** *** ***. We contacted the delivery manager regarding Mrs***’s complaint and were advised that no issues were reported during the initial delivery on 1/29/However; Conn’s agreed to issue an exchange to replace two *** chairs in invoice *** and the *** nighstand on invoice ***Our records show as of 12/12/17; all items have been delivered and signed acknowledging as received in good orderDue to the inconvenience with delivery, we agreed to concession the delivery fee and issue a credit of $to Mrs***’s accountConn’s has also agreed to concession the bunk assembly fee of $and will process the credit to Mrs***’s account within 7-business day; no further concession is due at this time. We sincerely apologize for any inconvenience Mrs*** experienced due to delivery. 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 Mrs*** complaint. Our records show on 8/26/16, Mrs*** purchased a *** top-mount refrigerator with a 48-month Repair Service Agreement. Mrs*** was provided a copy of Conn’s Return & Exchange Policy at the time of
purchase; Mrs*** also signed her invoice acknowledging that she was given a copy of the Repair Service Agreement brochure and that she understood the coverage associated with the covered product. Mrs*** elected to have her refrigerator delivered; which was completed on8/27/16. We researched Mrs*** complaint we found she contacted us on8/30/16 (2-days) after receiving delivery; stating the ice-maker was not worker. We show our delivery team did go out to assess Mrs*** refrigerator; during that inspection the delivery team did suggest exchanging Mrs*** refrigerator. However, Mrs*** refused; she indicated she did not want to go through the process of removing the food and wanted to have the refrigerator fixed. A service call was later scheduled; after reviewing Mrs*** service history we confirmed there was a delay with the initial scheduling; due to area Mrs*** resided. We show Mrs*** repairs were completed on 9/22/16; by installing a new air restrictor kit and new ice-maker. We sincerely apologize to Mrs*** for any inconvenience she 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 ***

Thank you for the opportunity to
respond to Mrs*** additional commentsAs mentioned in our previous
response, Mr*** was approved for an exchange for his washer under the Terms
and Conditions of the Repair Service AgreementAs listed under the Terms and Conditions of the *** *** *** ** *** * *** *** ** *** *** *** *** ** *** *** *** *** ** *** *** *** *** *** ** *** *** *** *** ** ***Mr
*** elected to receive a new washer which was delivered and signed as received
in good order on 8/8/Mrs*** has been made aware that no refund would be
issued for the *** Plan due to the washer being exchanged fulfilling all
obligationsAgain, we are unable to honor Mrs*** request; the *** Plan
has been fully satisfied
We have included supporting
documents with our response
If we may be of further assistance, Mrs
*** may contact Customer Service at 1-877-358-
Kind regards,
Dyeisha ***

Thank you for the opportunity to respond to Mr*** additional comments. We reviewed the documents Mr*** attached; however the scan document is referenced to cancelling the Conn’s Property Insurance and RSA that was purchased on 4/15/16 on invoice (***). Mr*** purchase under invoice (***) which was financed through *** *** (**) does not qualify/offer property insurance. As mentioned Conn’s has a No Return/Exchange Policy on ALL furniture items unless inspected by a Conn’s technician and found to have a manufacturer’s defects. Furthermore, we have no records on file showing where Mr*** made attempts to contact our service department regarding any issues with the furniture that was delivered on 4/16/16. Therefore, at this time we are unable to honor Mr*** request to credit his account or return/exchange his furniture. If Mr*** is in need of service he may contact our service department at 1-855-266-6349 to schedule an appointment. In regards to the coverage cancellation (Conn’s Property Insurance and *** Plan); we have included the forms needed in our response. If we may be of further assistance, Mr*** may contact Customer Service Department at 1-877-358-1252. Kind regards, Jana ***

The
cardholder has been contacted and his concerns have been addressed
Kind regards,
Kathryn ***

width="582" "width:436.5pt>
Thank you for the
opportunity to respond to ***’s complaint. We have agreed to honor her request
for a refund under the Terms and Conditions of the Repair Service
Agreement; as of 8/27/a refund request of $has been
processed. We ask that ***
allow 10-business days to receive her refund.
In regards to ***’s
pedestal we are unable to honor request. Pedestals are optional and not
covered by warranty
If we may be of further
assistance, Mrs*** may contact our Customer Service department at
***
Kind regards,
Jana A***Customer Relations
9/6/
Complaint
On 8/22/14, I bought by credit a Washer and Dryer from Conn's Home PlusI was offered a loan from Conn's to make the purchaseAround July 3, the washer stopped workingI notified ***, who built the washer, and told them that it was not working properlyThey sent a repairman to my home
and after two visits he was unsuccesful in repairing itI then notified Conn's directly, and after three visits they were not able to repair it alsoI bought a year warranty on the washer when I made the purchaseBut on the last visit, the repairman told me that I would have to pay for the visit, as it was a "collect," visitBut I refused to pay anything as the washer is covered by warranty and the repairs remain unsuccessfulAfter the last visit, I was told they would need to replace the washer and they needed a RA numberI made one more call, after a couple of days, and now they say they want to look at it again and try to repair because the replacement was deniedTo date, I have heard nothing from no one about the washerI have continued to make payments on the washer and I am one or two payments ahead,Two years ago, I had two strokes and I am getting stressed over dealing with thisI have to visit the Laundry mat at least twice a week to wash clothesAll I want is a working washerConn's can either repair it or replace it
Desired Resolution
Repair the washer or replace it
Consumer Business Dialog

Thank you for the opportunity to respond to Mrs***’
complaint. Our records show on
4/25/15, Mrs*** purchased a Legends Furniture (Berkshire) TV console
and
hutch with a limited 1-year manufacturer warranty. Mrs*** declined to purchase ANY
additional Furnituregard coverage on her TV console and hutch. After completing her purchase she was
provided a copy of her contract and a copy of Conn’s Return and Exchange Policy
which states: No Return or Exchanges on: Furniture, mattresses,
décor & accessories unless inspected by a Conn’s Service Technician and
found to have a manufacturer’s defect.
Mrs*** elected to have her items
delivered; which was completed on 4/27/15.
Mrs*** signed her delivery ticket acknowledging that she
thoroughly inspected her merchandise for damages for an exchange or price
concession would not be authorized for damages discovered after the delivery;
Mrs*** also signed acknowledging her items were delivered and received
in good order
We contacted the Mrs***’ sales
representative who informed us that Mrs*** contacted them a month
later; stating she was missing the piers from her order. Mrs*** was informed she only
purchased the TV console and hutch of the Berkshire set and could return to
the store to purchase the piers if needed; however there was no mention of
any damages. After further review we
did not find where she has made any attempts to contact us regarding an
issue with the console and hutch prior to receiving her complaint. Therefore, we are unable to honor Mrs
***’ request to return or exchange her TV console and hutch. If Mrs*** is in need of service and
would like a serviceman to assess her units, she may contact our service
department at 1-855-266-to schedule an appointment
If we may be of further assistance, Mrs*** may contact
our Customer Service department at 1-877-358-
Kind regards,
Jana ***
Customer Relations

Had Conns listened to, or even recorded the conversation I had with their local account collections lady on February 5th, 2017, they would
heard the young lady tell me "Thank you for your payment, this brings your account up to date until your MARCH payment is due...", thus giving me the impression that any other payment arrangements were cancelled
Also, my payment history Conns posted here has nothing to do with the issues at hand, and those issues are: Conns never made an effort to call me, email me, mail meto let me know the matter had been resolvedConns Customer Service and Collections personnel continued to give me and incorrect information about the matter, and even lied about the issue being resolved within "hours" A letter I mailed to Conns' Corporate office in Texas was never answered, which was a true indicator of Conns poor communications skills, and even worse customer service
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,

Thank you for the opportunity to respond to Ms***s concerns regarding account ***. Ms*** stated she paid her account balance in full but the account did not close. According to our records, Ms*** signed a 32-month retail installment contract on March 3,
2016. That contract included our 12-month no-interest financing (“cash-option”). The total price of Ms***s “cash-option” was $4754.49. This amount included $for the merchandise and $for the property insurance. Ms*** paid a total of $4752.69. This left a small balance on the account. Ms*** paid that balance on March 3, and the account closed. We have included a copy of Ms***s payment history for her records Conn’s values Ms*** as a customer and appreciates her for bringing her concerns to our attention

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 am rejecting this response by Conn's for the following reasons. 1) I was contacted the night before by Conn's to let me know that the delivery of the appliances would be occurring the next dayHowever, I was also informed by the store at time of purchase and by speaking with Conn's reps, that company policy and procedures regarding delivery includes a minute phone call prior to delivery to insure that the buyer or buyer rep is at the residence to accept deliveryThis delivery policy and procedure was confirmed by ***, the ** *** delivery manager, that I spoke with just after the delivery of the appliances*** apologized and said that the delivery drivers were at fault and would be disciplined accordingly. ** ***, who Conn's contracts out for their deliveries, delivered the appliances to my residence without my knowledge, moved doors that were placed on a wall to another wall, scratching my paint, and had an unauthorized person sign for these appliances; ALL while I was blocks awayI NEVER received a phone callTHE TILE INSTALLER WAS NOT AND IS NOT AN AUTHORIZED PERSON TO SIGNI did not have the minute window of opportunity given to me by Conn'sI was less than minutes awayThey should have NEVER entered my house, NEVER left the appliances and NEVER have moved objects inside of my house causing damage. I was denied that opportunity to be home or to have an authorized person at the residence at the time of delivery because Conn's failed to follow the policies and procedures that they developed for their employees to insure that an authorized person be home to accept delivery. I was literally blocks away from my residenceHad Conn's given me a courtesy call minutes prior, or called when they found out that there was not an authorized person at the residence, this whole situation would have been avertedI am being punished by Conn's because they are refusing to take responsibility and failing to follow their own policies and procedures regarding delivery and authorized persons accepting deliveryThese appliances should have never been delivered and dropped off at my house. 2) The 1st time I was contacted by a Conn's employee was after I submitted a negative survey online, NOT to try to remedy this situationThe assistant store manager at the Dowlen location called to ask why I gave such a bad surveyI told him the story and he had no responseThe assistant manager had no idea that the situation had occurred (even tho I had been calling for weeks)The assistant manager said he would talk to Josh the store manager and get back with meHe told me that there wasn't anything he could doHe did affirm that I should have gotten a phone call minutes prior to their arrival and had no explanation as to why it didn't. He also admitted that a tile installer was not an authorized personHe DID NOT offer any options to get out of the situationHe never called me backConn's was simply worried about a bad survey, NOT helping a customer get a problem solved. I contacted Conn's daily, speaking to the Corporate office, the store on Dowlen, or to ** *** the delivery company, and NEVER received a call from Conn's until the negative survey was completed. The next phone call I received was after I filed a complaint with the Revdex.com; and, was well AFTER the deadline given to Conn's by the Revdex.com to respond to the complaint. The call was by David Baker who said he would get back to me laterThat's it, that's all he said. I can pull phone records and submit to this office as proof that I was NEVER contacted by this company to remedy this situationAfter being told repeatedly for months that the appliances were mine regardless of who signed and regardless of whether I had the chance to inspect the appliances, I did not want to continue any type of relationship with Conn's. 3) Attached you will find pictures of the appliancesConn's does not have any pictures of these appliancesI was contacted by Conn's to submit pictures to them approximately weeks ago, but never submitted due to days after the email by Conn's customer service requesting pictures, I was given the response by the Revdex.comConn's has repeatedly lied to the Revdex.com regarding this incidentPlease note the scratches on the freezer on the fridge at the bottomAlso note, the delivery drivers didn't even bother putting the handles on the fridge (I am a single mom with daughters, who's going to do this exactly??? Conn's SHOULD have put the handles on.) I agree that I did not pay for installation of the DISHWASHER ONLY, the fridge and stove were to be put together and installed, as there is not an additional cost (or so my salesperson reported) for this to occurPlease note also, that there is NOT plastic covering the bottom of the fridge NOR any of the other appliancesThe handles of the appliances are the only ones covered in plasticAgain, Conn's lying to Revdex.com. 4) A customer service rep offered an exchange of the appliances approximately 1/months AFTER being told "you signed for those appliances, those are yours." After such an extended period of time, I am emotionally and physically drained by this conversationI am dealing with a flooded house as a single momI have had sleepless nights stressing over how to get Conn's to remedy a wrong they committed. I do not want to exchange these appliancesConn's has repeatedly tried to punish me for THEIR mistakeConn's has policies and procedures in place that THEY REFUSE TO FOLLOW. I have done NOTHING wrongI called immediately after the delivery and asked about installation and reported the scratchesI did exactly what I was supposed to do. Josh, the Dowlen store manager, has ridiculed and bullied meHe has treated me horribly, talked to me rudely, and flat out lied dailyNow they are wanting to punish me for their mistakesI tried diligently to get this situation remediedI was told time and time again, that Conn's could and would do NOTHING unless I PAID a restock feeHad I been home, I would NOT have accepted these appliancesI would have sent them back to the store. I have witnesses available to discuss this situation, I can pull phone records, etcto show how I have been truthful in my actions and followed protocol in getting this situation remedied.
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
My dryer is still not fixed! How are you guys okay with this! Please FIX IT OR REPLACE IT!
Regards,
*** ***

Thank you for the opportunity to respond to Mr***’s additional commentsWe reviewed Mr***’s invoice and contract and found that the information has not been altered; both documents are in their original version since the point of saleAs previously stated, Mr*** signed his contract and invoice both which list the description of the product he agreed to purchase. In regards to Mr***’s furniture, we show he is currently scheduled for 1/28/Once the serviceman inspects both furniture pieces, we can determine what further action may be required. If we may be of further assistance, Mr*** may contact our Customer Service Department at 1-877-358-1252. Kind regards, Dyeisha W***

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 credits I have received were not applied correctly to my account. It is reflected only on the interest portion of my balance. Since Jul 2016, the payout remains less than $after the $credit applied and the Aug/Sep payments I made.The Conn's customer service line provides a breakdown of my balance. Again, the only thing that was reduced was their interest and not my purchase balance which is where the credits and payments should be reflected.This issue must be corrected
Regards,

Thank you for the opportunity to respond to Mr***s additional comments. We understand Mr***s frustration and we sincerely apologize for the experience regarding his delivery. Our records show Mr***s new items were delivered on 1/27/16 and received in good order. Again, we sincerely apologize to Mr*** for the inconvenience he experienced during this process. If we may be of further assistance, Mr*** may contact our Customer Service Department at 1-877-358-1252. Kind regards, Jana A***

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 the complaint: 1) She has contacted us regarding repairs to her washer, but the unit still has not been repaired; and 2) she wanted the washer replaced Our investigation reveals that: 1) There was a service delay repairing Ms***’s washer; and 2) we agreed to issue an even exchange on the washer due to the delay Our records show on 11/10/16, Ms*** purchased an ** *** and dryer and elected to purchase a 48-month Repair Service Agreement Plan We researched Ms***’s complaint and found that she contacted our service department on 4/5/stating the unit powers on then shuts off and displays error code DA service appointment was scheduled for 4/12/During the inspection, the technician checked the operation system but was unable to detect any failures and reported that the unit was working properly We show Ms*** contacted service again on 5/9/stating that the washer was making a loud soundA service appointment was scheduled for 5/16/ During the appointment, the technician found the housing needed to be replaced to complete the repairOnce we received the parts, Ms*** was scheduled to install on 5/31/The technician reported that he installed the parts and the unit was working properly Ms*** contacted us again in 6/1/stating that the washer was still making a knocking noiseA new service appointment was scheduled to re-assess the washer on 6/2/During the inspection, the technician found the clutch coupling and suspension was needed to repair. We received the parts, and Ms*** was scheduled to have them installed on 6/12/Upon installation, the technician found that the incorrect parts were received and had to re-order the correct parts to complete the repairWe show the new parts were scheduled to arrive on 6/23/ However due to the delay and multiple attempts to repair; we agreed to exchange the washer Our records show Ms***’s new washer was delivered and received in good order on 6/24/We sincerely apologize for any inconvenience Ms*** experienced during this process 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 Ms***’ concerns regarding account ***2130. Ms*** stated property insurance was
placed on her account that she did not agree to and she would like to return he
vacuum cleaner she purchased.
According to
our records,
Ms*** signed a 30-month retail installment contract on August
26, 2015. That contract included our
property insurance. Due to this being a
secured retail installment contract, the merchandise must be insured until the
account is paid in fullIn the event the customer has an alternative insurance
policy, they are able to send that policy in to our insurance department to receive
full credit as long as the declaration page shows coverage from the date of
purchase to the present dateAdditionally, Ms*** signed the General
information page and the Freedom to choose page regarding the insuranceWe
have included copies of her signed retail installment contract, General
Information Page and Freedom to Choose page.
Ms*** may fax a copy of her homeowners’ or renter’s insurance
declaration page to our insurance department at 855-593-5465. We ask that she notate her Conn’s account number
on the fax for faster processing.
Additionally, Ms
*** stated she would like to return the vacuum cleaner she purchased. We are unable to return the vacuum cleaner,
as it is outside our return exchange policy.
Conn’s values Ms
*** as a customer and appreciates her for bringing her concerns to our
attention. Thank you,Cheryle S***

[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. ALTHOUGH, I went & made a $payment today, & my account is still charging interestCan someone please tell me what to do from here about that, please?