Alan J. Slobodnik, M.S.W.

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 once more for the opportunity to respond to Ms***'s concerns regarding account ***. We have attached a copy of Ms***'s payment history for her records. The letter Ms*** attached was mailed to her after she disputed the payments with her financial institution. Ms*** can see from the attached payment history that the $in NSF fees were reversed on September 17, 2015. The Refund check was reversed on September 30, and the account now has a zero balance. Ms*** Will need to verify with her financial institution that the automatic payment has been canceled, as Conn's cannot cancel automatic payments scheduled through a financial institution. Ms*** will receive a close out letter in the mail within business days of the account closing. 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?

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***

Thank you for the opportunity to respond to Mr***’s concerns
regarding account ***Mr*** stated he made a $payment on
January 7, 2016, but it was not posted to his account.
According to our records, Mr*** made a
$payment on January 6,
That payment was applied to a different
Conn’s account in error. We are in the process of moving that payment
from the incorrect account to Mr***’s account. We ask that he please
allow 3-business days for processingWe spoke with Mr*** on March
17, and quoted a payoff balance of $That amount will need to be
paid on or before March 22, in order for the account to close.
Conn’s values Mr*** as a customer and sincerely
apologizes for any inconvenience he has experienced due to this matterThank you,Cheryle ***

Conn Appliances, Inc(“Conn’s”) appreciates the opportunity to respond to the concerns Ms*** has 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 Ms***’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. Ms*** stated in her com***t that: she paid her account balance in full but the account did not close; and she would like the account closedOur investigation reveals that: Ms*** paid her account balance in full; and the account is now closedAccording to our records, Ms*** signed a 21-month retail installment contract on January 1, She agreed to have the minimum monthly payment of $due on the 5th of each month. On May 7, 2017, Ms*** called to get a payoff quote on her account and pay the account balance in full. The agent misquoted the payoff amount and the account did not close. Conn’s has honored the payoff quote given by the agent and the account is now closedWe ask that Ms*** please allow the credit bureaus 30-days to update their recordsConn’s values Ms*** as a customer and apologizes for any inconvenience she experienced due to this matter

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,
My TV was never plugged inHow am I to see any concealed damageI will continue to pay my bill until the price of the TV is remainingI will not pay for a damaged TV

Thank you for the opportunity to respond to Mrs***’s complaint. Our records show on 5/03/14, Mr*** purchased a *** Soloheadphones (Gray colored) and a *** headphones (Green colored) with a 24-month Replacement Product Plan on both headphones. Mr***’s signed
invoice indicates at the time of purchase he acknowledged he was provided a copy of the Replacement Product Plan brochure and that he understood the coverage associated with the covered products. We researched Mrs***’s complaint and found Mr*** came to a Conn’s location wanting to exchange his *** Soloheadphones. Mr*** stated the headphones were damaged broken in half; Mr*** was not aware on how the headphones were broken. Mr*** was informed we would not be able to initiate the exchange. As listed in the Terms and Conditions of the Replacement Product Plan #6 EXCLUSIONS: Letter (C) damage from abuse, misuse, accidental damage, mishandling, introduction of foreign objects into the covered products & Letter (J) Any products used in a commercial setting or rental basis are not covered. Therefore, we are unable to honor Mr***’s request for an exchange. We have included a copy of the Replacement Product Plan in our response. If we may be of further assistance, Mrs*** may contact Customer Service at 1-877-358-***.Kind regards,Jana A***

Thank you for the opportunity to respond to Ms***’s additional commentsMs***’s refrigerator is repairable and does not meet the qualification for an exchange at this timeAs listed under the Terms and Conditions of the Repair Service Agreement at the time of Ms***’s purchase: A replacement is approved if we find the unit is found to be nonrepairable or if we are unable to repair the product after three service attempts for the same component within a 12-month periodWe have serviced Ms***’s refrigerator according to the terms of the warrantyMs*** only had two completed service calls on the unit since her purchase in dated 7/7/15 and 11/26/Ms*** refused further service repairs during our last inspection dated 8/19/17. Although Ms***’s refrigerator does not meet the qualifications for an exchange at this time, she may contact our service department at 1-855-266-6349 to continue with repairs. Conn’s values Ms*** 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 find that this resolution would be satisfactory to me
From: *** *** *** Sent: Sunday, December 06, 11:AM To: drteam Subject: check thanks Revdex.com just took days to receive the check,

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,
*** ***

Conn Appliances, Inc(“Conn’s”) appreciates the opportunity to respond to the concerns Ms*** has 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 Ms***’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. Ms*** stated in her complaint that: she paid her account balances in full; an account is showing opened on her credit report; and she would like her account reflected as closed on her credit reportOur investigation reveals that: Ms*** paid her account balances in full; Conn’s has reported the account as closed on Ms***’s credit report; and if an account is reflected as open on her credit report, she will need to send a copy of her credit report from one of the three major credit bureaus (not a third party agency) so we may research her concerns furtherAccording to our records, Ms*** paid her account balance in full on December 12, 2017. Conn’s has reported the account as closed to the credit bureaus. Please note, it may take the credit bureaus 30-days to update their records to show the account as closedIf Ms*** believes there is an error in the credit reporting, she will need to send a copy of her credit report from one of the three major credit bureaus (not a third party) so we may research her concerns furtherWe have included 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

width="582" "width:436.5pt>
Thank you for the
opportunity to respond to Mr***’ complaint. Our records show on 7/29/15; Mr
*** visited our Willow-Brook, TX location store 025. During this visit he purchased a
*** (***) lift recliner model (480723112) with a 48-month
*** Plan on invoice 27608216; however Mr*** changed his
on this particular lift chair and cancelled the order. Mr*** then selected a ***
*** power lift recliner model (489829) with a 48-month ***
Plan on invoice ***. Mr
***’ signed invoice indicates at the time of purchase he
acknowledged he was provided a copy of Conn’s Return and Exchange
Policy which states: No Returns
or Exchanges on: Furniture, mattresses, décor & accessories unless inspected by a
Conn’s Service Technician and found to have a manufacturer’s defect; Mr*** also signed acknowledging
he received a copy of the *** plan brochure and that he
understood the coverage associated with the product. Mr*** elected to have his lift
chair delivered; which was completed on 7/30/15. Mr*** signed his delivery
ticket acknowledging his lift chair was received in good order and that
he thoroughly inspected his merchandise for damages for an exchange or
price concession would not be authorized for damages discovered after
the delivery
We researched Mr***’ complaint
and found he contacted us on 8/02/15; stating a board was sticking out
and the frame was broken. Delivery
was scheduled to go out and inspect Mr***’ chair; during the
inspection no problem was found and his issue was escalated to our
service department to have a technician assess the unit for a second
opinion. Mr***’
information was forwarded to our service department to schedule an
appointment. Our records
indicate Mr*** was scheduled for service on 8/26/15; however the
work order was cancelled at Mr***’ request
After further review we found Mr
*** sent in a Service Agreement Cancellation Request Form to cancel
his *** Plan; as of 8/27/Mr***’ *** coverage
was cancelled and a credit of $was processed to his Conn’s
account.At this time we are unable to honor Mr
***’ request to return or exchange his lift chair. Mr***’ signed his delivery
ticket acknowledging his chair was received in good order and Conn’s
have a No Return/Exchange Policy on furniture items.
If we may be of further
assistance, Mr*** may contact our Customer Service department at
1-***
Kind regards,
Jana ***Customer Relations
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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,
This is so not okay they fixed one part of the chair however there is still a hole in the fabric from the first *** they sent out and yet are refusing to fix it or do anything for the incovience

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,
First, Conns did not approved for a replacement in Jan, Second no one from Conns tried to contact me. Conn's will blow up you phone and will send you a text and an email if you are one day late on you payment. But I did not receive a phone call nor email or text or even a letter in the mail with regarding approval for a replacement. At this point we are fed up, Conn's has had Six months to take ownership of the problem but nothing was done. Conn's can come pick up the TV and remove the TV purchase amount along with the insurance and the repair fees from the account

Thank you for the opportunity to respond to Mrs*** additional commentsAs mentioned in our previous response, Mrs*** elected to pick up her furniture from our warehouse and signed her pickup slip acknowledging the items were received in good orderAs listed the signed pickup slip “Please thoroughly inspect your merchandise for damage prior to loadingAn exchange or price concession will not be authorized for damage discovered after the product leaves the warehouse or store”. Again, we are unable to determine when or how damages may have occurred once the items have left the warehouse.Although we are unable to honor Mrs***'s request, Conn’s is willing to ship Mrs*** new legs as a previously stated. We have attached a copy of Mrs*** signed pickup slip 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 ***

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.comMs*** has stated in the complaint: 1) She was not informed that she had three days to check unit for malfunction to receive an exchange; 2) Upon setup she found the computer had an error on the screen and returned it to the store; 3) She wasn’t notified until three weeks later that the unit had a corrupt mainframe that was believed to be corrected; 4) She is being charged for a new unit but received a refurbished item; and 5) She is requesting to remove the item and any fees from her contract Our investigation reveals that: 1) Ms*** received an email copy of Conn’s Return and Exchange Policy as well as this information is displayed inside the store locations and on our website2) Ms*** first contacted us for service on 6/22/(33-days after purchase)The unit was service as listed under the Terms and Conditions of Repair Service Agreement3) Ms*** was made on 6/30/that minor repairs were made her computer was returned to her local Conn’s ready for pickup; 4) We have confirmed that Ms*** received a new computer at the time of purchase; and 5) Ms***’s computer does not meet the qualification for a return or exchange Our records show on 5/20/17, Ms*** purchased a *** *** desktop computer and elected to purchase a 37-month Repair Service Agreement PlanMs*** elected to pickup her item from her local Conn’s and signed her pickup slip acknowledging the item was received in good orderAt the time of purchase, Ms*** received an email copy of Conn’s Return and Exchange Policy along with her signed invoice and contractConn’s Return and Exchange Policy states: Customers have “days from the date the item is received for computers, computer equipment, and accessories to return or exchangeIf 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” We researched Ms***’s complaint and found that she contacted our service department on 6/22/(days after purchase) stating that the computer is displaying an error message and will not bootOur records show we received Ms***’s computer at our service center on 6/26/The technician found the computer had corrupt *** files and was able to reset the unit to factory setting to complete minor repairsThe technician reported he ran diagnostics test, and the unit passed all test We show Ms***’s computer was returned to her local Conn’s on 6/30/and she was informed the unit was available for pickupHowever; after several attempts requesting Ms*** to pickup her unit, we show the computer has been returned to our service department as of 8/9/ At this time we are unable to honor Ms***’s request to return the computer and remove the item from her accountMs*** has been informed on several occasions that her computer has been repaired according to the warranty terms and was available for pickup Conn’s value Ms*** as a customer and appreciates her for bringing this matter to our attention

Thank you for the opportunity to respond to Mr***’ concerns regarding account ***Mr*** stated Conn’s withdrew a payment in the amount of $after her account was paid in full According to our records, on November 27, 2016, Mr*** scheduled a payment in the
amount of $to process on December 8, 2016. Additionally, on December 8, 2016, Mr*** scheduled a payment in the amount of $to process on December 8, 2016. We have included a copy of Mr***’ payment history and payment confirmations for his records. Mr*** overpaid account *** by $100.81. On December 28, 2016, that $was moved to Mr*** open account; accountWe have provided a copy of the payment history for account *** as well. 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 Problem:I PURCHASED COUCHES AND PICKED THEM UP FROM CONN'S WHAREHOUSE, WHEN I GOT HOME AND UNWRAPPED THEM THEY WERE DAMAGEDI IMMEDIATELY CALLED THE STORE AND WHAREHOUSE AND THEY INFORMED ME I HAD TO SPEAK TO THE STORE MANAGERI WAS THEN TOLD BY THE STORE MANAGER I HAD TO CALL THE CUSTOMER SERVICE NUMBER AND SPEAK TO A MANAGERTHIS HAS GONE ON FOR WEEKS AND THE MANAGER FROM EITHER LOCATION WILL NOT RETURN MY CALLI TRIED SPEAKING TO SALES PERSON HE JUST SAID HE DIDNT RECOGNIZE MEI HAD MY RECIPETS AND CALLED IMMEDIATELY THEY KEEP TELLING THEY CAN REPLACE THEM BUT NO ONE WILL CONTACT ME TO GET THIS MATTER RESOLVED I HAVE EXHAUSETED ALL MEANS IN TRYING TO WORK WITH CONNS BUT THEY KEEP IGNORING ME AND REFUSE TO MAKE THIS CORRECTI HAVE LOADED THE COUCHES AND TOOK THEM TO THE WHAREHOUSE AND THEY DENY THEM TELLING ME AT FIRST THEY WILL HAVE TO DELIVER THEM AND CHARGE MEI WILL NOT PAY ANY ADDITIONAL FEES DUE TO HOW THIS HAS BEEN HANDLED POOR CUSTOMER SERVICEThis case was kinitial closed while I was on vacation and Copanies response was ..Thank you for the opportunity to respond to Mrs*** complaintOur records show on11/12/16, Mrs*** purchased two *** *** Black sofas and elected to purchase a 36-month FurnitureGard PlanWe show on11/20/16; Mrs*** elected to pick up her furniture from our warehouse located in San Antonio, TXMrs*** signed her pickup clip acknowledging that items were received in good orderAs listed on the signed pickup slip "Please thoroughly inspect your merchandise for damage before loadingAn exchange or price concession will not be authorized for damage discovered after the product leaves the warehouse or store”We researched Mrs*** complaint and found that she contacted our customer service department stating when she unwrapped the items at home she noticed the legs on the sofa was damaged and requested an exchangeMrs*** was informed that we are unable to process an exchange as we are unable to determine when or how damages may have occurred once the item(s) have left the warehouseWe attempted to contact Mrs*** on12/28/16but were unsuccessful and left a voice message to return our callwhen the couches were picked up they were wrapped in bubble wrap and boxed there wasn't a way to inspect the Conns workers loaded the furniture on my truck and just said we could go nowIf this was the case why haven't they informed me when I went to the office the warehouse and called all cs number and even corporateConns did call my phone I called right back and they said I would have to wait for a phone call back which I never receivedI then call the store the manager was rude and said hes aware I filed a complaint and hung up on mereally and he could inform me of this statement!TranslateDesired Resolution / OutcomeDesired Resolution:ExchangeselectDesired Outcome:immediate exchange or return
Regards,

Thank you for the opportunity to respond to Mrs. ***’s complaintOur records show on 9/19/15, Mrs*** purchased a *** Side-by-Side refrigerator which comes with a 1-year limited manufacturer’s warrant; no additional coverage was purchased with Conn’sWe show Mrs
***’s refrigerator was scheduled for delivered on 9/20/15; during the delivery the door handle was damages therefore; an exchange was approvedA new refrigerator was scheduled for delivery on 9/24/15 however; after inspecting the refrigerator damages were found on the bottom of the refrigerator and the unit was refusedConn’s delivery team re-delivered a new refrigerator on 9/25/Mrs*** signed her delivery ticket acknowledging the items were received in good order; no damages were reported on the unit at the time of delivery. We reached out to our Service Claims Department regarding Mrs***’s complaint and verified that as of 1/28/16, we have not received a return authorization from the manufacturer to issue an exchange on her refrigerator Conn’s service technician has not assessed Mrs***’s refrigerator to determine if the unit is non-repairable therefore; we are unable to honor her request for an exchange at this timeIf Mrs*** can provide supporting documents confirming the manufacturer approved an exchange on her unit, we will be happy to look further into this matterWe sincerely apologize for any inconvenience Mrs*** experienced during this process. If we may be of further assistance, Mrs*** may contact Customer Service at 1-877-358-1252. Kind regards, Dyeisha ***