Alan J. Slobodnik, M.S.W.

Thank you for the
opportunity to respond to Mrs***’s additional commentsOur records show
since our previous response Mrs*** has contacted us on two separate
occasions regarding repairs for her refrigeratorTherefore; Conn’s has agreed
to issue and exchange on the refrigerator based on Mrs***’s service needsWe no
longer have the refrigerator Mrs*** originally purchased therefore; we
issued a store credit to re-select a different refrigerator up to $which
is the original amount paid. Mrs***
will need to visit her nearest Conn’s location to initiate the exchangeAlso
Mrs*** may submit her food loss claim to the number provided on the form
for processing
If we may be of further assistance, Mrs
*** may contact us directly at ***
Kind regards,
Dyeisha W***

Revdex.com: how come I have not received a phone call from a supervisor they're just giving me the runaround their own technicians tell me to contact the manufacturer since I still have a manufacturer warranty and I got into with ***'s technicians also they won a guy named Leo was threatening me on payments that I was not responsible for Conn's technicians tell me they don't even know what they're doing there since *** they're liable since it's under the manufacturer warranty they're just giving me the runaround
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 MrsHernandez’s complaintOur records show on 8/30/14, MrsHernandez purchased three bedroom furniture sets on a Conn’s retail installment loanMrsHernandez elected the Charleston King bedroom furniture which consists of five pieces (headboard,
footboard, posts, rails and chest) and the Java Queen bedroom furniture which consists of four pieces (headboard, legs, rails and cross rails) both which comes with a 1-year limited manufacturer’s warranty; no additional coverage was purchased with Conn’sMrsHernandez also purchased the Park Avenue Queen bedroom furniture which consists of six pieces (headboard, footboard, rails, dresser, mirror and night stand) and elected to purchase a 48-month FurnitureGard Plan.We researched MrsHernandez’s service history and found on 7/01/15, the manufacturer approved an exchange on the Park Avenue bedroom furniture due to the rails were deemed non-repairableOur records show MrsHernandez did not re-select new furniture until 9/22/MrsHernandez elected to re-select the Carousel Queen bedroom furniture which was delivered and signed acknowledging the items were received in good order; no issues were reported. Also, we show MrsHernandez contacted our service department on 8/30/16stating the rails is cracked on her Park Avenue bedroom setA service appointment was scheduled for 9/22/16 however; during the inspection the serviceman found that the issue was regarding cracked rails on the Java bedroom setMrsHernandez was contacted on 9/23/16 and advised that although the manufacturer’s warranty expired on her Java bedroom furniture on8/31/15, we would issue an even exchange on the rails only as a one-time gesture of goodwillAs of 2/23/17, we have no records showing that MrsHernandez has initiated the approved exchange on her Java rails.At this time we are unable to honor MrsHernandez’s request; Conn’s agreed to issue an even exchange on the Java rails although her warranty expired on8/31/Also, MrsHernandez was approved for an exchange on the Park Avenue bedroom furniture and she re-elected the Carousel bedroom furniture which was delivered in good order on 9/22/16.If we may be of further assistance, MrsHernandez may contact us at 1-866-765-1513. Kind regards,*** Williams

Thank you for the opportunity to respond to Mr***’s complaint. Our records show inSeptember 2016, Mr*** purchased a *** *** *** round dinette set which consisted of eight pieces (table top, table leg, and (6) chairs) that came with a limited manufacturer’s warranty on all
eight pieces. Mr*** declined to purchase additional Furnituregard coverage through Conn’s HomePlus. Mr*** received a copy of Conn’s Return & Exchange Policy at the time of purchase. Our Return & Exchange Policy state:No Returns/Exchanges on -Furniture, mattresses, décor & accessories unless inspected by a Conn's Service Technician and found to have a manufacturer's defect **We show Mr*** received a partial delivery on10/03/16; the remaining items were received on10/06/ We researching Mr***’s dispute, we found that he contacted us on10/16/16regarding his table top; stating the table was wobbly. A service call was scheduled; during the inspection, the serviceman inspected all screws that attaches to the table top and base board and all screws were tight. The serviceman notated no defect was found with Mr***’s table and that it was the way the table was designed with only one center base pillar and table top moves a bit when you apply pressure on the edges. The serviceman advised Mr*** that the table was up to the manufacturer’s specifications. After further review we show Mr*** contacted us again on11/04/16regarding his table top; stating the table was wobbly. A service call was scheduled; during the inspection, the serviceman found the Mr*** had an issue with the design of the table. The serviceman noted the table has a center pedestal in the center supporting the table top, and again it moves when applying pressure on the side. The serviceman tightened all screws, but Mr*** indicated he was not satisfied with the table or the design and wanted to have the table exchanged. At this time we are unable to honor Mr***’s request to return or exchange his dinette set. Mr***’s table has been inspected, and on both occasions, his table was found up to the manufacturer’s specifications. As mentioned above Conn’s has a No Return/Exchange Policy on furniture unless inspected by a Conn’s Service Technician and found to have a manufacturer’s defect; no defect was found with Mr***’s table. If we may be of further assistance, Mr*** may contact our Customer Service Department at 1-877-358-1252. Kind regards, Jana ***

Thank you for the opportunity to respond to *** *** complaintOur records show on 12/4/14, *** *** purchased the *** *** *** living room furniture which consists of three pieces (sofa, loveseat and chair) and elected to purchase a 48-month FurnitureGard Plan. We
researched *** *** service history and found she has contacted our service department on three separate occasions dated (11/15/15, 2/20/16 and3/29/16) regarding repairs for her furnitureAfter further review of *** *** service needs, Conn’s has agreed to issue an exchange under the Terms and Conditions of the FurniturePlan for her sofa, loveseat and chair*** *** may visit her nearest Conn’s location to initiate her exchangeWe sincerely apologize for any inconvenience *** *** experienced during this process. If we may be of further assistance, *** *** may contact *** *** ** *** 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. Sent: Wednesday, January 24, 9:AM Subject: Re: Revdex.com Complaint ID *** No one ever called me on the 23rd or showed upI sent pics of the dryer and a explanation but I guess I messed up when sending itBut they never showed up to repair it on the 23rdThey have dropped the ball on thisI called and they did not show where anyone was to come out yesterday but I have a email stating someone would be outI took off work have to use my personal time for no one to call or show up Sent from Yahoo Mail on Android

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 remains open. According to our records, Ms*** signed a 30-month retail installment contract on October 3,
2015. That contract included our 12-month no-interest financing promotion (“cash-option”). Per the terms of the signed “cash-option” agreement, the “cash-option” is void if the required monthly payment is not made within 10-days of each month’s due date or the unpaid portion of the total “cash-option” is not paid by the expiration date of October 3, 2016. We have attached a copy of Ms***’s signed “cash-option” acknowledgement page. Ms***’s total “cash-option” price was $This amount included the invoice price of $and $for insurance. Ms***’s payments prior to the “cash-option” expiration date totaled $673.00. This left an outstanding balance of $that was due on or before October 3, 2016. Ms*** contacted us on August 21, inquiring about a past due letter she received in the mail. The payment she mailed posted to heraccount on August 16, so she was informed that she could disregard the letter. We have no record of Ms*** contacting us in September, October, or November regarding her balance. On September 2, 2016, a “Cash-option” reminder letter was mailed to the address on file as a reminder that the “cash-option” was about to expire and provided the payoff at that time. Conn’s respectfully disagrees that Ms*** was told that the account would be closed, as we informed her that it would be sent for review; however, we could not guarantee it would be approved. We are unable to process Ms***’s request to close the account as the “cash-option” balance was not paid on or before the “cash-option” expiration date of October 3, 2016. 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***’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. Thank you for the opportunity to respond to Ms***’s additional comments. Since Ms***’s last complaint that was filed back in December 2017; Ms*** contacted us on 1/30/stating that her range panel was flashing and making a noise after preheating oven. Our records show Ms*** is currently scheduled for 2/06/to have her range assessed. Once Ms***’s range has been assessed and we received the technician’s report, we will be able to determine what further action is needed. At this time we are unable to honor Ms***’s request to exchange her range. Ms*** is currently scheduled for service on 2/06/18. Once the unit has been assessed and we receive the technician's report; we will be able to determine what further action is needed. Conn’s values Ms*** as our customers and appreciates her for bringing this matter to our attention Sincerely, Customer Relations Conn’s Inc

Thank you for
the opportunity to respond to Mr*** concerns regarding account
***. MrWooten stated he would
like his 12-months same as cash offer reinstated.
According to
our records, *** *** signed a 30-month retail installment contract
on
December 26, 2015. That contract
included out 12-month no-interest financing promotion (“Cash-option”)
Per the terms
of *** *** signed “Cash-option” Addendum page, the minimum monthly payments
of $are due by the 26th of each month during the “cash-option”
period. If the required minimum monthly
payment is not paid within days of each month’s due date, the “cash-option”
is void. We have attached a copy of *** *** signed “cash-option” addendum page for his records.
Mr*** accrued
several late fees causing the “cash-option” to be void. We are unable to reinstate Mr*** “cash-option”
due to payments not being made timely.
We have also included a copy of Mr*** signed retail installment contract
and payment history for his records.
We value Mr
*** as a customer and appreciate him for bringing his concerns to our
attention. Thank you,Cheryle S***
12/28/
Complaint
The sales rep John said I was qualified for zero % interest
Later called and said I was not qualified
Told to cancel delivery
Told to late to cancel delivery
Told to come in to work it out
Told if I was unhappy I could return within hours ( this was explained at the point of sale)
Told
hour return does not apply for a change in sales transaction
Desired Resolution
Should not be charged interest
Dishonest sales staff & management
Consumer Business Dialog

RE: *** *** Revdex.com Case # *** 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) every time she attempts to use the warranty purchased on different items, it is very difficult and takes numerous weeks to get the initial technician out the first time; 2) when the parts finally arrived to repair, it was the incorrect parts which took another three weeks to be re-ordered; and 3) she would like to be reimbursed for the cost of the warranty Our investigation reveals that: 1) Each time Ms*** has contacted us for repairs, a service call has been saccording to the warranty terms. For services needed Ms*** may contact our Service call center to schedule an appointment at 1-855-266-2) Once we received the parts to repair the chairs, Ms*** was scheduled for2/16/During the appointment, the serviceman replaced the chairs legs and tightened the bolts but notated that the incorrect side rails were shipped, therefore; we re-ordered additional side rails to complete the repairsOur records show the serviceman returned to install the side rails on3/28/17; the serviceman reported that he replaced the footrails and tightened the legs on all units3) Although we are unable to honor Ms***’s request to reimburse her for the warranty cost we will extend her; she may cancel her warranty at any time to receive a pro-rated refund Our records show on 10/26/14, Ms*** purchased the *** *** left sofa and right chaise and elected to purchase a 48-month FurnitureGard PlanWe also show on5/02/15, Ms*** purchased the *** Counter dining table top, base, and five chairs and elected to purchase a 48-month FurnitureGard Plan Ms*** contacted our service department on12/28/16for repairs to her five dining chairs and sofaA service appointment was scheduled for1/09/17; during the inspection, the serviceman found the pinch bolts were missing from the arm panel of the sofa, five chairs that needed new hardware and two of the chairs legs and side rails were brokenWe ordered parts from the manufacturer to repair all chairs, however; the serviceman reported that he was able to replace the bolts on the sofa to complete the repairs. Once we received the parts to repair the chairs, Ms*** was scheduled for2/16/During the appointment, the serviceman replaced the chairs legs and tightened the bolts but notated that the incorrect side rails were shipped, therefore; we re-ordered additional side rails to complete the repairsOur records show the serviceman returned to install the side rails on3/28/17; the serviceman reported that he replaced the footrails and tightened the legs on all unitsThe serviceman also notated that Ms*** stated she needed a new connector for her sectionalTherefore; a new service order was created to order the connector from the manufacturerMs*** has received the parts, and her chairs and sofa have been successfully repaired on 4/28/according to the terms and conditions listed in the Furnituregard PlanWe have no further records showing that Ms*** has contacted our service department regarding any additional repairs needsAlthough we are unable to honor Ms***’s request to refund her warranty cost. ; she may cancel her warranty at any time to receive a pro-rated refundConn’s values Ms*** as a customer and appreciates her for bringing her concerns to our attention

Thank you for the
opportunity to respond to *** *** complaintWe researched *** ***
complaint and found that his issue has been addressedOn 6/18/15, Conn’s
approved an exchange and *** *** received a credit up to $to
re-select another refrigeratorOur records show ***
*** elected a ***
French Door refrigerator and purchased a 24-month Repair Service Agreement Plan
*** *** refrigerator was delivered and received in good order on 6/23/We
sincerely apologize for any inconvenience *** *** experienced during this
process
If
we may be of further assistance, *** *** may contact our customer service
department at ***.Kind regards,Dyeisha W***
Read More Customer Complaints:
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According to our records, Mr*** accepted an offer to combine his accounts on February 21, 2016. His new retail installment contract was signed and the new account was established on March 10, 2016. His first payment was due on May 10, 2016. A payment booklet was mailed to
the address on file for Mr*** When a payment is late, we routinely begin call attempts to the telephone numbers provided on the credit application, as a reminder to ensure payments will be made timelyIt is practice for our company to begin call attempts to assist consumers from falling behind on their accountWe were unable to reach Mr*** regarding the past due balance on his account until June 7, He stated he had not received his payment booklet. Another payment booklet was mailed to the address on file at that time; however, he did not schedule a payment. We were able to reach him again on June 11, and he stated he still had not received a payment booklet and a third payment booklet was mailed to the address on file Mr*** made his May 10, payment on July 14, causing credit marks to be assessed on the account. Conn’s is obligated to report factual information to the credit bureaus and we are unable to remove the negative credit marks assessed on the account due to payments not being made timely. We have attached a copy of Mr***’s payment history for his records. Conn’s values Mr*** as a customer and appreciates him for bringing his concerns to our attention. Thank you, Cheryle S***

Thank you for the opportunity to respond to Mr. ***’s additional comments. Again, as mentioned Mr***’s exchange has not been initiated (an exchange has not been completed) Mr*** has the option to re-select a new refrigerator of his choice at $999.97. If Mr*** does not find a refrigerator of the approved credit given ($999.97) or that meet his expectations; he does have the option to receive a refund in lieu of the exchange. The refund will be processed under the Terms and Conditions of the Repair Service Agreement which will fulfill the agreement. If Mr*** considers this option; a refund of ($w/tax) will be processed to his Conn’s account. Mr*** may contact our Customer Service Dispute for further assistance at 1-877-358-1252. Kind regards, Jana A***

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: That we only service her area once a month;She contacted us for repairs to her furniture but the serviceman did not complete the repairs; andShe is requesting to receive an exchange on her furniture or a credit Our investigation reveals that: We offer different service dates in Ms***’s area;We attempted to contact Ms*** on 12/21/and 12/22/to complete her installation but were unsuccessful; andMs***’s furniture does not meet the qualifications for an exchange and no credit is due at this time Our records show on 11/1/15, Ms*** purchased the *** *** Sectional living room furniture which consist of four pieces (armless sofa, left sectional, right chaise and ottoman) and elected to purchase a 36-month FurnitureGard Plan We researched Ms***’s complaint and found that she contacted our service department on 11/5/stating that the frame is broke on the back of the armless sofa and the armrest collapsed on the right chaiseA service appointment was scheduled for 12/19/During the inspection the serviceman found the arm broken on the right chaise and the frame sticking out the back of the armless sofaThe serviceman reported that he rebuilt and reinforced the arm on the right chaiseHowever; he needed additional material and time to repair the armless sofaOur records show our service department attempted to contact Ms*** on 12/21/and 12/22/to complete the repairs but were unsuccessful and left a voice message to return our callWe show Ms***’s service order was canceled on 12/29/due to no response Our records show Ms*** contacted our service department on 2/14/requesting an exchange on her furnitureMs*** has been made aware that her furniture does not meet the qualifications for an exchange and we must continue with repair needsHowever; she has refused further service Although Ms***’s furniture does not qualify for an exchange at this time, we will continue with any covered repair needsMs*** may contact our Service Department at 1-855-266-to schedule an appointment We have attached photos provided by the serviceman showing the right chaise before and after repairs were completed 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 *** *** complaintWe contacted the sales representative and store manager regarding *** *** complaint and were advised that onSeptember 17, 2016; *** *** originally received the incorrect television with his purchase*** *** was contacted and
informed to return to the store to correct the sales errorHowever; the model *** *** originally select was not available at the store location for immediate pickupThe sales representative advised *** *** that he located the correct model at a different Conn’s store nearby and offered a $due to the inconvenience Our records show *** *** pickup his *** 75” ** *** *** ** from our Conn’s store located in *** ** onSeptember 17, 2016and signed his pickup slip acknowledging the item was received in good order. After further researching *** *** complaint, we show he contacted our customer service department onOctober 31, 2016to express his dissatisfaction with his purchase made in SeptemberOur customer service representative spoke to *** *** the same day and offered $gift card or credit concession to the account for the experience however; the offer was declinedWe addressed *** *** concerns therefore no additional follwas needed In regards to *** *** concerns for insurance, if he would like to cancel Conn's property insurance that he agreed to purchase, he will need to fax over proof of home owner's or rental insurance to1-855-593-Our records show he elected to purchase a 36-month RSA Plan on sound system and a 37-month RSA Plan on his televisionWe show *** *** signed his invoice and contract acknowledging he was aware of the coverage associated with the product*** *** may cancel his coverage at anytime by submitting a cancellation request to receive a pro-rated refund. Although we are unable to offer additional compensation, we will process a $credit to *** *** account as originally offered; no further credit is dueWe sincerely apologize for any inconvenience *** *** experienced as a result of the initial error If we may be of further assistance, *** *** may contact us at1-866-765- Kind regards, Dyeisha W***

As evidenced by the attachment provided by Mrs
*** in her October 6, rebuttal, Conn’s agreed to pick up the furniture, cancel the balance on the account,
refund the difference and pick up and examine the furniture. Despite her contention that a Conn’s employee
agreed to pay $plus warranty via cashier, the August 13, letter has clearly been
altered. Additional terms were added to
the email to include a cashier’s check offer for $plus warranty which
was never discussed or agreed upon. Also,
note the additional paragraph included in her response states, “when she receives
the cashier’s check she will get back in contact with me to setup arrangements
for Conn’s to get the couch set.” This is not factual and contrary to the
paragraph above that states, “Conn’s agreed to pick up the furniture, cancel
the balance on the account, and refund the difference to my client. You will issue a refund check directly to my
client immediately after you pick up and examine the furniture.” Both documents have been provided by Mrs***
and the terms clearly differ. At this
time, we ask that Mrs***’ dispute be reviewed to close
As previously agreed we are willing to honor our
original offer with hopes of resolving this matter. However, we are not willing to offer Mrs
*** a cashier’s check for more than she has paid on toward her account. Mrs*** may contact our delivery
department directly at1-865-219-7694to schedule her pickup Once the pihas
been completed Conn's will overnight Mr*** the remaining balance that
was paid on his account
Kind
regards,
Kathryn
***
Customer
Relations Officer

Thank you for the opportunity to respond to Mrs***’s complaintOur records show on 12/19/16, Mrs*** purchased a 55” *** 4K Curved TV which comes with a 1-year limited manufacturer’s warranty; no additional coverage was purchased with Conn’sMrs***’s television was
delivered and signed acknowledging the item was received in good order on 12/22/16; no damages were reported at the time of deliveryAs listed on the signed delivery ticket ““By signing below you are agreeing that you have thoroughly inspected your merchandise for damageAn exchange or price concession will not be authorized for damage discovered after the delivery”. We researched Mrs***’s complaint and found that she contacted our service department on 1/6/17 (days after delivery) requesting service stating her television was crackedOur records show on 1/25/17, Mrs*** contacted service again stating the manufacturer assessed her television but informed her that the reported damages are not covered under the manufacturer’s warranty and requested to have Conn’s repair the unitMrs*** was advised to send photo’s of the alleged damage for reviewAfter reviewing Mrs***’s photo’s and the photos taken at the time of delivery, we were able to verify that the unit was removed and installed by someone other than Conn’sIn addition to reviewing the photos, we sent a service technician to Mrs***'s residence on 1/31/17 to assess the unitThe technician reported there were not physical damages but the internal screen is cracked in the top right corner which appeared to come from someone pressing on the screen too hard when installing the unitMrs*** has been informed on several occasions that we are unable to honor her request for an exchange or to continue with serviceMrs*** did not report any issues at the time of delivery and we are unable to determine when or how damages may have occurred once the delivery has been completedMrs*** did not elect to purchase additional RSA coverage with Conn’s to review further options. At this time we are unable to honor Mrs***’s complaint; no damages were reported at the time of delivery and we are unable to determine when or how damages may have occurred once delivery is complete. If we may be of further assistance, Mrs*** may contact us at 1-866-765-1513. Kind regards, Dyeisha ***

Thank you again for the opportunity to respond to *** ***'s concerns regarding her dryer. In order to list an account as a dispute, a customer is disputing the validity of the account. A customer is stating they did not sign for the account to you or you did not agree to the terms and conditions or the information being reported is incorrectNeither of which apply to *** ***'s account. We are obligated to report factual information to the credit bureaus and cannot remove any negative credit marks assessed on *** ***'s account due to non-payment. Again, if *** *** would like to schedule service on the dryer she may do so by calling *** to schedule a service call

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. Thank you for the opportunity to respond to Ms***’s additional comments. After researching Ms***’s complaint, we were able to confirm that repairs were completed on 1/24/18. The technician installed a new main board, motor and assembly duct heater. We attempted to contact Ms*** regarding her repairs on 1/27/18, but we were unsuccessful. Again, we sincerely apologize to Ms*** for any inconvenience she has experienced during this process. Conn’s values Ms*** as our customers and appreciates her for bringing this matter to our attention Sincerely, Customer Relations Conn’s Inc

Thank you for the opportunity to respond to Mr***’s complaint. We researched Mr***’s complaint and found his issue has been addressed and resolved. Our records show an exchange was approved on 7/13/16 for Mr*** to replace his bed rails. We show Mr
***’s exchange was keyed as a pickup; however the exchange fell into the delivery schedule in error and Mr*** received a confirmation call. As of 7/30/16, Mr***’s exchange has been completed. Mr*** went to his local warehouse on7/30/16; he returned the defective bed rails and picked up the new rails. Again, we sincerely apologize to Mr*** for any 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 ***