Alan J. Slobodnik, M.S.W.

Thank you for the opportunity to respond to Mrand Mrs***
concerns regarding account *** We have a more than one hundred and
twenty year history of quality customer service and satisfaction, and I would
not want anything to impair that record. Mrs
*** stated
they attempted to pay their account balance in full in June with
a courtesy payoff check from their title company; however, the payment was
returned The account was not able to be accessed once the payment was
returned even though they had never been late on a
payment. According to our records, on June 25, 2015,
Mr*** attempted to submit the payment at his local Conn’s store When a
form of payment is presented at a store location, it cannot exceed the payoff
balance. Mr*** courtesy check was presented for $and his payoff
balance was $570.62; therefore the store was unable to process the
payment. Mr*** contacted out
collections department to inquire about the payment The agent accepted the
payment over the telephone instead of directing Mr*** to mail the payment
in for processing The payment was returned due to the error and the account
was changed to charge-off status Due to the charge-off status, MrLazarro
was unable to submit a payment on the account until the error was
corrected. The charge-off error has been
corrected, NSF fees have been reversed, and negative credit marks have been
reversed Please note it may take the credit bureaus 30-days to update
their information We have included a copy of Mr*** payment history,
reflecting the corrections, for his
records. Conn’s agrees to honor
the payoff amount given to Mr*** on June 25,
in the amount of $ If Mr*** would like to use the courtesy check
provided by his title company in the amount of $626.43, we will reimburse the
difference of $We would ask Mr*** to mail the check to the
following address for processing: Conn’s/CCC
PO Box *** ***, TX
***-*** We also ask that
Mr*** please note the account number on the form of payment for processing
purposes. We value Mrand Mrs*** as customers and
sincerely apologize for any inconvenience they have experienced due to this
matter and appreciate them for bringing their concerns to our
attention. Thank you for your time and attention to this
matter If I can be of any further assistance, please feel free to contact me
directly at *** ext***.Thank you,
Cheryle S***

Thank you for the opportunity to
respond to Mrs*** complaintOur records show on 1/25/14, Mr*** purchased
the Southern Motion Cosmo Reclining living room set which consist of three
pieces (sofa, loveseat and recliner) and elected to purchase a 48-month
FurnitureGard Plan on all
piecesMr*** furniture was delivered and
received on good order on 2/13/
We researched Mrs*** complaint
and found she contacted our service department on 5/12/stating the cushions
are sinking on the recliner and the recliner is not locking when returning to
upright positionA service appointment was scheduled for 6/13/15; during the
inspection the serviceman found the recliner’s seat sinking when sat on, the
footrest sagging and the chair hard to closeWe show parts were ordered and
shipped to Mrs*** residence on 7/14/Mrs*** requested a Saturday
appointment to have the serviceman install parts therefore she was scheduled
for the first available date on 8/29/however; she was later re-scheduled for
9/5/Upon arrival, the serviceman found Mrs*** received the incorrect
parts and was unable to repair the seat cushion coreHowever; the serviceman
reported all spring was goodThe serviceman did notate that Mrs*** informed
him of scratch marks on the seat which was caused by their petAlthough the scratch
marks are not covered, the serviceman was able to treat the area with leather
conditionerMrs*** also informed the serviceman that both the sofa and
loveseat seats were sinking, springs were broken and not reclining properly;
therefore a new work order was created to assess both units on 9/24/
After further reviewing Mrand Mrs
*** service needs, we agreed to issue an exchange under the T&C’s of
the FurnitureGard PlanWe spoke to Mrs*** on 9/22/to inform her of the
approval and also explained that the store credit fulfills the warranty and
additional coverage would need to be purchased if interestedMrs*** is
aware that we no longer have the original furniture they purchased therefore;
we issued an in-store credit to re-select any three items up to $We
sincerely apologize for any inconvenience Mrand Mrs*** experienced during
this process
If we may be of further assistance, Mrs
*** may contact Customer Service at ***
Kind regards,
Jana ***
Customer RelationsConn'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
Sent: Tuesday, June 13, 3:PMSubject: complaint id *** This company never sent the gift card they promised *** *** Operations ManagerRegards,

If Mr*** has engaged in legal counsel, we ask that Mr***'s counsel communicate with our legal staff regarding his concerns. Mr***'s attorney may contact our legal staff at *** for further information

Thank you for the opportunity to respond to *** *** complaint. Our records show in December *** *** purchased a ** French door refrigerator with a 48-month Repair Service Agreement. *** *** was provided a copy of Conn’s Return & Exchan** Policy at the time of
purchase; he also signed his invoice acknowledging he was provided a copy of the Repair Service Agreement and understood the covera** associated with the covered product. *** *** elected to have his refrigerator delivered; which was completed on 12/15/12. We researched *** *** complaint and found he contacted us on6/17/16; stating the refrigerator was not working. After reviewing *** *** service history; we found an exchan** request was submitted and approved on 7/11/16 under the Terms and Conditions of the Repair Service Agreement. *** *** was issued a credit up to the original amount he paid which was $1,to re-select a new refrigerator. Our records indicate *** *** initiated his exchan** on 7/12/16. *** *** elected a ** French door refrigerator model (*** with a new 48-month Repair Service Agreement totaling $3,on invoice 29611837. *** *** was not charged an additional $2,because it was original financed on his original invoice from December 2012; however *** *** financed $for the difference in price of the refrigerator which was $more than the approved credit given and the new RSA Plan purchased which was $449.99. We show *** *** new refrigerator was delivered and received on 7/13/16 in good order. As listed in the Terms and Conditions of the Repair Service AgreementSection (9) of the Repair Service Agreement terms and conditions state, “…limit of liability is the replacement value of the covered product, which shall be the cost of replacing the covered product with a product of equal or similar features and functionality, not to exceed the original purchase price of the covered product.” If a covered product is replaced under the terms of this Agreement, the obligations of FWSC and its Administrator shall be fully satisfied, where allowed by law. If we may be of further assistance, *** *** may contact our Customer Service Department at 1-877-358-1252. Kind regards, Jana ***Customer Relations

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, April 21, 1:PM Subject: Fwd: You have a New Message from Revdex.com Regarding Complaint #*** Apologies, I need this to stay open or do I need to go about opening the same complaint? I agreed to the settlement on Nov 23, and paid the charge back (the charge back was not from our credit card company, as there was a mistake in the card number entered that was linked to an unknown party's account) amount to have account *** closedInstead of closing the account, on which we made payments on time except for the one we made an error in the card number, they kept the balance (who knows where the balance came from) and applied the payment I paid in November per the agreement to the new account *** and turned the other account *** over to a collections agencyThey refuse to talk to me over the phone because the "offline department" doesn't take callsThey even tried setting up another arrangement, wanting more moneyWe asked multiple times to be contacted and they didn't at all and then the next notification is advising us that the account is blocked because it was sold to a collection agencyPlease adviseWhat do I need to do. Thanks,*** ***

Thank you for the opportunity to respond to Ms***’s additional comments. We researched Ms***’s complaint, and we found that she has been in contact with Conn’s on multiple occasions regarding her concerns. Although, Conn’s did not find a defect in Ms***’s furniture; we extended the option for Ms*** to replace her furniture with a different model as she requested. Our records show Ms*** went into her local Conn’s to initiate her exchange; we show she elected the *** *** furniture set. Ms*** was advised that the new furniture set she elected was more in cost then what she was approved for. Ms*** was informed that there was a difference of $in which we were unable to concession at no cost. Ms*** declined to pay the additional cost and canceled her exchange on the new furniture set. At this time we are unable to honor Ms***’s request to credit her account or return her *** *** *** sofa and loveseat. Ms***’s exchange is still valid; she may visit her nearest Conn’s location to re-select a new furniture set and schedule delivery. Ms***’s exchange approval will be extended for an additional 30-days; she has until December 15, 2017, to initiate her exchange. If Ms***’s exchange is not initiated by the extended approval date (12/15/17), we will not be able to reinstate her exchange approval. Conn’s values Ms*** as a customer and appreciates her for bringing this matter to our attention Sincerely, Customer Relations

Thank
you for the opportunity to respond to Mrs***’s complaintOur records show
on 8/8/15, Mrs*** purchased a *** Side-by-Side refrigerator which comes
with a 1-year limited manufacturer’s warranty.
Mrs***’s refrigerator was delivered and received in good order
on
8/9/
We
forwarded Mrs***’s complaint to the District Manager who confirmed the
refrigerator purchased does not come equipped with a deli drawer or third door
shelfAs listed in the owner’s manual provided, “Because the following
instructions cover various models, the characteristics of your refrigerator may
differ slightly from the refrigerator described in this manual”Therefore; the illustrations in the owner’s manual may not be
specific to the model purchased
At this time we are unable to honor Mrs***’s request for
an exchange; the refrigerator Mrs*** elected in the store is the same
refrigerator she received on 8/9/
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 W***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ** *** and have determined that this proposed action would not resolve my complaint
[Provide details of why you are not satisfied with this resolution.]
Regards,
I do not accept this as a solution--this is simply a repeat posting of their last response; nothing has changed

Thank you for the opportunity to respond to Mr. Pineda’s complaint After researching Mr. Pineda’s complaint we found that the sofa he purchased does not come with a memory foam mattress; however, as a good will gesture we will send MrPineda a check for $to cover the cost of purchasing the mattress he requested, outside of Conn’s Again, we sincerely apologize to MrPineda for any inconvenience he has experienced during this process. If we may be of further assistance, Mr. Pineda may contact our Customer Service Department at 1-877-358-1252. Kind regards, *** Whitley

Conn Appliances, Inc(“Conn’s”) appreciates the opportunity to respond to Ms***’s concernWe 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 contacted us for repairs on her dryer but the unit still has not been repaired; and 2. She is requesting to have her dryer repaired or replaced Our investigation reveals that: 1. There has been a service delay repairing Ms***’s dryer due to additional parts were needed to repair the unit; and 2. Ms*** is currently scheduled to have her parts installed on her dryer for 1/23/ Our records show on 10/13/14, Ms*** purchased a Samsung washer and dryer and elected to purchase a 48-month Repair Service Agreement Plan. After researching Ms***’s complaint we found that she contacted our service department on 12/20/stating her dryer is not drying her clothesA service inspection was scheduled for 12/22/During the inspection the technician found a new heating element was needed to complete the repairsOur records show we ordered the part from the manufacturer which arrived on 1/1/and Ms*** was scheduled for installation on 1/3/The technician reported that he installed the new heating element however; additional parts were needed to complete the repairsWe show Ms***’s service order was completed in error and closed showing the unit as repaired. A new service order was created on 1/10/and Ms*** was scheduled to have a dryer re-assessed on 1/11/Our records show the technician submitted a part order to replace the ASM duct heaterMs*** has been contacted and made aware the she is currently scheduled to have the part installed on 1/23/Once the technician installs the part we can determine what further action may be required We sincerely apologize for any inconvenience Ms*** experienced as a result of the service delayWe will mail Ms*** a $gift card to the address listed on file due to delay Conn’s value Ms*** as our customer and appreciates her for bringing this matter to our attention Sincerely, Conn’s Inc

Thank you
for the opportunity to respond to *** ***’ complaintAfter further review
and research, we found there was a sale error regarding the washer *** ***
received during deliveryConn’s has agreed to exchange and deliver the correct
washer he originally selected*** *** will be
contacted by Conn’s delivery
team to schedule a date for delivery
We
sincerely apologize for any inconvenience *** *** experienced as a result of
the sales error
If
we may be of further assistance, *** *** may contact our Customer Service
department at ***.Kind regards,Dyeisha W***

Thank you for the opportunity to respond to *** *** concerns regarding account #*** *** stated
she thought she had unemployment insurance on her contract and would like us to
add it to the contract
According to our records, *** *** signed a
32-month retail installment contract on April 26,
2015.
This contract included property insurance; however,
*** *** did not select to have the credit life, disability or
unemployment insurance coverage we offer.
We have attached copies of *** *** signed
contract, invoice, general information page regarding the insurance, and the
freedom to choose letter for her records
We are unable to add the unemployment insurance to *** *** account.
The option to purchase the additional insurance
coverage can only be accepted at the time of purchase. It cannot be
added to the account once it has been established.
We
Value *** *** as a customer and appreciate her bringing her concerns
to our attentionThank you,Cheryle S***

We contacted Mrs*** regarding
her additional concerns and confirmed her new address had not been updated
which has caused the additional delays.
Mrs*** has since requested to return the dryer and Conn’s has
agreed to honor her request to pick up the dryer no later than 10/25/15. We have included in our response a copy of
Mrs***’s invoice showing the dryer is scheduled to be picked up. Once the dryer has been returned a refund
of $will be applied to her Conn’s account
If we may be of further assistance, Mrs*** may contact us at ***
Kind regards,
Kathryn J***
Customer Relations
11/6/
Complaint
I called to update information regarding homeowners insurance, of which they require and was informed that we are being charged a service fee based on our credit score of which was in the low 700'sWe were not told this information upon purchase of the equipmentOver $on one account and they
didn't give me the amount of the other accountAlso, when paying the bills, their system is not up to date so now I have late payments because they are not keeping their records updating *** where payments are madeI don't appreciate being ripped off by charging a fee for "credit ratings" and not being told ahead of timeIf we would have know about this, we would never have purchased the equipmentI think this is advertisement and they are ripping people off because they don't think people will check up on these thingsBiggest mistake of my life was purchasing from Conn's
Desired Resolution
Refund of the fees they charged because we were not told by the sales person who wrote up the *** We found this information out by accident
Consumer Business Dialog

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 her complaint:[CM1] 1) that she was directed to the manufacturer for service;[CM2] 2) that we delivered a damaged washer; 3) that we would not allow her to exchange the washer; 4) that we were rude an hung up on her several timesOur investigation reveals the following1) Ms*** contacted our service department on 4/01/due to her washer sha***Ms*** was directed to the manufacturer to ensure her service needs were addressed according to their warranty terms2[CM3] ) Although a concession was given at time of delivery for a small dent, a subsequent inspection from the manufacturer and photos taken during the inspection reflect the washer was damaged3) There was a delay because the first agent that reviewed the pictures did not see the damageAfter further review we agreed to exchange the washer but the customer requested to returnWe agreed to honor request4) Our management team will review Ms***s calls and address her concerns accordinglyAfter investigating Ms***’s claim, Conn’s has agreed to honor her request to return the washer and receive a refund[CM4] which will be applied to her accountThe details are contained belowOur records show on 3/04/17, Ms*** purchased a GE washer which comes with a 1-year limited manufacturer’s warrantyNo additional coverage was purchased with Conn’sMs***’s washer was scheduled for delivery on 3/5/17; upon delivery, a small dent was found on the unitMs*** was offered and accepted a concession of $to keep the unit as-isOur records show Ms*** contacted our Service Department on 4/01/due to her washer sha***Ms*** was directed to the manufacturer to ensure her service needs were addressed according to their warranty termsOn 4/14/17, Ms*** contacted our Customer Service Department stating that the manufacturer assessed her washer and found a large dent in the back of the unit when pulled from the wallMs*** was instructed to provide photos of the reported damages for reviewAfter further reviewing the photos Ms*** provided as well as the photos were taken at the time of delivery, it appears there was damageTherefore, Conn’s has agreed to honor Ms***'s and return her washer. The washer was picked up on 4/27/and a credit has been applied to Ms***’s account. We ask that Ms*** please allow 7-business days to receive a check refund for the down payment that was madeConn’s values Ms*** as a customer and appreciates her for bringing her concerns to our attention [CM1]Always a colon not a semicolon [CM2]Semicolons for the enumerated sentences [CM3]The answer to #is that yes, it was damaged [CM4]We need to give her something moreShe has had a bad washer for monthsIf she financed it, then she should get the interest backCan you send her a gift card?

Thank you for the opportunity to respond to *** ***
complaint. We researched *** *** complaint and found her issue has
been addressed and resolved. Our records show an exchange was approved to
replace her washer and pedestal. *** *** is currently scheduled
for
delivery on Wednesday (8/12/15). We sincerely
apologize to *** *** for any inconvenience she experienced during this
process.
If we may be of further assistance, *** *** may contact our
Customer Service department at***
Kind regards,
Jana ***

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 called each time and asked for a manager, and each time I was sent to a voice mail for the managerI left my phone# and was assured she would get back to meThey never did, not one timeIf that is the way they have conducted customer service over the years then it is atrociousThey never called, not onceWe have not been able to use our ice maker for more than a week without having to let it unfreeze since the 1st week we had itToday will be the 5th time we have had a person out here to fix the problem, yet despite the previous times it remains the same problemThe manager should have at least called usAccording to the previous techs, this is a known problem with this modelEvidently the manager just decided not to speak with ys, because or calls were never returned

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.
That contract included our 12-month no-interest
financing promotion (“cash-option”). The
amount due at the end of the cash-option was $3439.00. This amount included $for the product
and $for the additional insurance coverage Ms*** accepted at the
time of purchase. Ms*** paid a
total of $on the account, leaving an account balance of $212.60.
Ms*** has
sent in proof of homeowner’s insurance; therefore, we have agreed to honor Ms
***’s request to close the account.
We ask that Ms*** please allow 10-business days for
processing. She will receive a close out
letter in the mail within 30-days of the account closing.
Conn’s values
Ms*** as a customer and appreciates her for bringing her concerns to our
attention. Thank you,Cheryle S***

We have attached a copy of Mr***'s signed retail installment contract with our previous response. We are unable to honor his request at this time

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 tried to use my dishwasher days after it was fixed and it displayed the same message I called Tech again and he came out and found wires cut he did not see before This is the second time I had to call them Talking to Conn 's customer service is like talking to a wall I bought a new dishwasher and I want a new dishwasher that is not damaged I don't know what is in store for me because someone obviously did damage I am paying a lot of money for a damaged dishwasher that is not what I bought I am paying for it, I should be able to get a new dishwasher that I wanted Simple, this is the same run around I got from the beginning beginning on Nov. Conn's does not stand behind their product, period They are trying to blame everyone else, the delivery people, the installer, really Just make purchase right Never ever make a purchase with them, you may get a damaged product and they will not make good
Regards,*** ***