Alan J. Slobodnik, M.S.W.

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 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

OnMarch 21,2017you provided the following information:Thank you for the opportunity to respond to Mrs***’s complaintOur records show on12/19/16, Mrs*** purchased a *** electric range which comes with a 1-year limited manufacturer’s warranty; no additional coverage was purchased with
Conn’sMrs*** received a brochure copy of Conn’s Return and Exchange Policy at the time of purchase along with her invoice and contractConn’s Return and Exchange Policy states that a customer has 30-days to return/exchange appliances with the required 15% restocking fee. We researched Mrs***’s complaint and found that she contacted our service department on2/28/17requesting service for her rangeMrs*** has been informed that the unit is only covered under manufacturer’s warranty and she would need to contact *** at1-800-726-7864to schedule a service appointment. At this time Mrs***’s range does not meet the qualification for an exchange and she has exceeded the time frame to return or exchange the unit under Conn’s Return/Exchange Policy. If we may be of further assistance, Mrs*** may contact us at1-866-765-1513. Kind regards, Dyeisha ***

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***

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 company has responded stating that I received a copy of Conn’s Return & Exchange Policy at the time of purchaseThis is simply not trueThe sales representative pulled out a tablet and everything was e-signed as they have gone "paperless" is what I was toldThe sales representative said that the policy would be emailed to meI received a delivery receipt email after the items were dropped off that stated that the return and exchange policy was attached but there was no attachmentThis is the only email that I have receivedI have uploaded a copy of that emailUpon further investigation on my part with the local store we did realize that there was an apparent mistake in the ordering when the sales representative ordered couches and a wedgeI was placing an order for a sectional (couch, loveseat, wedge), not couchesThe store was unsure why the sales representative placed an order for couchesThe fact that the company made a mistake and won't even exchange the furniture out for what I did want ordered is utterly contemptible from a customer service standpointLike I previously stated, I have made several purchases over the years through this company (stove, refrigerator, dishwasher) on high priced items and I have never had a problem before, but when they won't even fix their own mistake that is just ridiculousThe sales representative also told me that I was approved for months no interest for up to $9,The store has also informed me that this was a lie and that I am paying an interest rate of 21%While I understand that the company is in the business of making money, making money off of lies and mistakes is just disgracefulI will be informing people of my customer service experience via social media and reviews and will advise any potential customers to stay away from this companyI would rather shop at *** *** or *** *** and pay a higher price for products and as well as a higher interest rate in order to receive better customer service
Regards,
*** ***

Thank you for the opportunity to respond to Mr***’s concerns regarding accounts *** and ***. Mr*** stated he overpaid his account and would like the overpayment amount refunded to him or applied to his other account. According to our records, Mr***
submitted a payment in the amount of $on account *** on July 12, 2016. Additionally, on July 14, 2016, he submitted a payment in the amount of $3449.00. This caused his account to be overpaid by $999.53. When an account has been overpaid, Conn’s has to verify the payment has been negotiated by the customer’s financial institution before the overpayment refund can be processed. This process can take up to business days. On August 31, Conn’s moved the overpayment amount of $to account ***; however, Mr*** disputed the $payment made on July 12, with his financial institution and that item was charged back to Conn’s on August 31, 2016. This chargeback caused account *** to reopen. We have included 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 ***

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 have had to take time off of work and I feel I should be compensated in some way for them being irresponsibleEvery time I called no one seemed to care what I had going onThe tech was the only one who seemed to careYou buy a warranty for protectionMeanwhile for a month I had to go to laundry mats and then on the 23rd when they said they would be here they never calledI would have been a little easier to please if they would have had the courtesy to call meBut no I had to initiate every timeAnd no one tried to call me on the 27thI was told someone from management would contact me and never heard a word

Thank you for the opportunity to respond to Mrs***’s additional comments.As mentioned in our previous response the remaining balance $was for the difference of her total purchase and not the price of a single itemTherefore, Conn’s processed the full credit of $1,to Mrs***’s *** account which does not warrant a partial refundAgain, we are unable to honor Mrs***’s request. If we may be of further assistance, Mrs*** may contact our Customer Service Department at1-877-358-1252. Kind regards, Jana ***

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 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

Thank you for the opportunity to respond to Mr***’ concerns regarding a fraud claim. Mr*** stated he was a victim of identity theft Conn’s has no record of Mr*** filing a fraud claim; however, if he would like to do so, he can contact our fraud department at
866-817-8177. Conn’s appreciates Mr*** for bringing his concerns to our attention. Thank you, Cheryle ***

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***

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***

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 *** *** 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***

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

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 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***

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 ***

Thank you for the opportunity to
respond to Mrs***’s complaintOur records show on 11/28/14, Mrs
*** purchased the *** *** Reclining living room
furniture
which consist of three pieces (sofa, loveseat and recliner) which comes with a
1-year limited manufacturer’s warranty; no additional coverage was purchased
with Conn’s. Mrs***’s furniture
was delivered and received in good order on 11/29/
We reviewed Mrs***’s
complaint and found that she has only contacted our service department once
regarding repair needs to her loveseatOn 5/10/15, Mrs*** called for
service stating there were smudges on her loveseatA service appointment was
scheduled for 6/6/15; during this inspection the serviceman found Mrs
***’s concerns was regarding the unit fadingThe serviceman reported
this issue is a result of wear however; he did notate the unit appeared
to fading more than the other furniture pieces due to it being used more often
and also being exposed to the sunMrs*** was contacted and made aware
that the reported issue is not covered under the Terms and Conditions of the
manufacturer’s warranty
At this time Mrs***’s
furniture for not meet the qualification for an exchange under the Terms and
Conditions of the manufacturer’s warrantyIf Mrs*** is in need of
service she may contacted our Service Department at *** to schedule
an appointment
If we may be of further assistance, Mrs
*** may contact our Customer
Service Department at ***
Kind regards,
Dyeisha W***