Alan J. Slobodnik, M.S.W.

[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
However, I would like to state some miscommunication between the technician that visited my home with a new motor on 1/25/and the service department. The technician, did indeed, visit my home with a new motor, installed it and it was doing the same as the motor he was replacing. He then re-installed its original motor and determined it was an electrical issue with the dryer's electrical components and that is how he, according to what he told me, was going to notate on his comments because they don't work with the electrical wiring. Not that my home had an electrical issue. Also, that the Service Department would then contact me and advise me that it would take 72 hours for the replacement approval process. Note: The Service Department did state that they send qualified technicians. George ***, the technician, did test my outlet that the dryer was plugged into and tested that it was the right voltage.On 2/15/2017, when the new service ticket was created, was due to Conn's sending a survey on how they did at an earlier date and I wanted to check on the initial service request made in 1/6/2017. Between 1/25/and the date I was contacted, we (my husband and I) were dealing with the manager, asstmananger and salesman Keith *** at the Conn's Store in Lubbock, TX trying to get some assistance to help resolve this issue. On 2/20/2017, the store manager had called my husband and said they were waiting for a final approval for an exchange. That is why I told the Service Repair person that he needed to contact the Lubbock store to see if it was on its final approval process and that I did not need the repair person if that was so. From 2/21/thru 3/2/2017, we were waiting for answers. I do not recall the date, but my husband then contacted the Conn's store and spoke with Juan the manager, he stated that a service repair man would be contacting us instead for another home service call. Between the hours of 4pm thru 5pm on 3/2/2017, after no phone call, I contacted the Service Repair Department and they said there was no service call ticket, that is when I had to set up date. On 3/15/2017, the service technician did another inspection and ordered a motor along with a motherboard. New parts are scheduled to be installed on Wednesday, March 29, between 8am - 5pm. Pending on results from the service repairs, I will hope that they continue to work with my husband and I to resolve the issue. Note according to their Service Repair agreement, I do and have qualified for an exchange

Thank
you for the opportunity to respond to Mr***’s complaintWe researched Mr
***’s complaint and found that his issue has been addressedConn’s agreed to
return the refrigerator due to the sales error and cancel his contractOur
records show Mr***’s refrigerator was picked up on
11/4/and his credit application was cancelled as requested.
We
sincerely apologize for any inconvenience Mr*** experienced during this
process
If we may be of further assistance, Mr*** may contact us at
1-877-358-
Kind regards,
Dyeisha ***

Thank you for the
opportunity to respond to Mrs*** complaintOur records show on 4/26/15,
Mrs*** purchased the *** *** *** living room set which consist of four
pieces (sofa, right
recliner, left recliner and console) all with a 1-year
limited manufacturer’s warranty; no additional coverage was purchasedMrs
*** delivery was scheduled and completed in good order on 4/27/
We reviewed Mrs
*** complaint and found she later contacted us the same day of delivery
via email stating, after looking over her furniture there was a problem with
the right seat of the sofaOur delivery team returned to Mrs***
residence on 4/30/to assess the sofa and reported no problems were found
with the unitMrs*** contacted us again via email on 5/14/15; stating her
issue had not been resolved and she is having problems with both the sofa and
left reclinerMrs*** was advised she would need to go through service
because our delivery team was unable to find a problem with the sofa during the
last inspection and no reports were made regarding an issue with the remaining
itemsMrs*** did not contact our service department until 6/2/to have
a serviceman assess both the sofa and left reclinerA service appointment was
originally scheduled for 6/9/however; Mrs*** re-scheduled for 6/13/
During inspection the serviceman found the mechanism was twisted on the sofa
and the recliner needed a lower frame and connectors to repair. The parts were ordered and scheduled to ship
directly to Mrs*** residence. Mrs
*** received the parts for the sofa and we attempted to contact her to
schedule an appointment to install the new parts but due to no response the
service order was cancelled Mrs***
contacted us on 7/21/stating she received the parts to repair the
recliner. Mrs*** stated she would
not allow us to continue with service until she received compensation therefore
both service orders were cancelled
Mrs*** complaint
was forwarded to upper management for reviewAfter further review of Mrs
*** service needs, Conn’s agreed to exchange the sofa due to the twisted mechanism
which was originally reported the day of deliveryMrs*** was scheduled to
receive her new sofa on 7/28/but is refusing to allow us to exchange. In regards to Mrs*** recliner, she
currently has the parts needed to complete repairs on the left recliner; she
may contact our service department at *** to schedule an appointment
to install the new partsWe sincerely apologize for any inconvenience Mrs
*** experienced during this process
If we may be of further
assistance, Mrs*** may contact our Customer Service department at
***Kind regards,
Dyeisha W***

Thank you for
the opportunity to respond to Ms***’s concerns regarding account
***. Ms*** stated she has
over paid her account by $but the account is still opened.
According to
our records, Ms*** requested to remove the property insurance
on her account
on May 20, 2015; however, the “cash-option” was void on June 29, 2014.
As a one-time
offer and goodwill gesture, we are in the process of reinstating the “cash-option”
to close the account. Ms*** will
receive a refund check in the mail for $within 10-business daysShe will also receive a close-out letter within business days of the account closing for her records.
We value Ms
*** as a customer and sincerely apologize for any inconvenience she has
experienced due to this matter

Revdex.com:
This letter is to inform you that Conn's Home Plus has not carried out to my satisfaction the resolution it proposed for my complaint, filed on 4/4/and assigned ID *** I am going to go directly to the manufacture with my concernConn's Home Plus came to my home but never inspected the machineTheir focus was on blaming everything and everybody else for what I'm experiencing
Regards,***
***

Thank you for the opportunity to respond to Mrs***’s complaintOur records show on 5/9/14, Mrs*** purchased a *** 15,BTU air conditioner and elected to purchase a 48-month Repair Service AgreementMrs*** elected to take her product home the same day; no delivery
or installation was purchased.We reviewed Mrs***’s complaint and found she first contacted our service department on 8/18/stating her air conditioner is not turning onDue to Mrs***’s area, we were unable to find a certified technician in her area that could assess the unit in a timely mannerA service representative contacted Mrs*** on 8/24/and informed her we would submit a repair review for a possible exchange on her air conditioner due to the service delayOur records show on 8/25/15, Conn’s approved an exchange under the Terms and Condition of the RSAWe no longer carried the same air conditioner Mrs*** originally purchased therefore; she was approved for an in-store credit to re-select any item up to $which is the original amount she paidMrs*** will need to return her air conditioner to the nearest Conn’s location to initiate her exchange. Although Mrs*** did not elect Conn’s delivery and installation during her initial purchase, she may purchase these services for an additional feeMrs*** may visit her local Conn’s and purchase delivery and ac installation (depending on her needs) and Conn’s delivery team will pick up her old unit and deliver her a new unit once she has re-selectedHowever; Mrs*** will need to have to the old air conditioner uninstalled prior to delivery as Conn’s delivery team will not be held liable for product that were not originally installed by Conn’s. If we may be of further assistance, Mrs*** may contact Customer Service at 1-877-358-1252. Kind regards, Dyeisha ***Customer Relations

Thank you for the opportunity to respond to Mr***’s complaintWe attempted to contact Mr*** on 12/19/to discuss his concerns but were unsuccessfulAfter further researching Mr***’s claim we found that Conn’s agreed to issue an even exchange on the unitOur records show Mr
*** was scheduled for delivery on 12/15/however; upon delivery, Mr*** notified the team that the incorrect item exchanged and the recliner is supposed to be exchangedWe have corrected the error, and Mr*** is currently scheduled to receive a new chair on 12/21/ We appreciate Mr*** for bringing this matter to our attention, and we sincerely apologize for any inconvenience Mr*** experienced as a result of the delay If we may be of further assistance, Mr*** may contact us at 1-866-765- Kind regards, Dyeisha ***

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 Mrs***’s additional comments As previously agreed Mrs***'s items were exchange on 5/27/and the refund of $posted to her account on 5/30/ We have included a copy of her general loan ledger for her records Kind regards, Kathryn ***

Thank you for the opportunity to respond to Mrs***’s additional commentsAlthough we are unable to confirm verbal communication of what was allegedly stated at the time of purchase, our records show Mrs***’s signed her invoice acknowledging that she was aware of the coverage associated with her productMrs*** may refer to the Terms and Conditions of the *** *** *- Plan Coverages. Since our previous response we show the serviceman assessed Mrs***’s mattress on 3/29/17 and found stains on the top near side of the mattressThe serviceman was able to use stain remover and extractor to remove the stains from the unitWe have no further records showing that Mrs***’s has contacted our service department regarding any further repair needs. If we may be of further assistance, Mrs*** may contact Customer Service at 1-877-358-1252 Kind regards, Dyeisha ***

Thank you for the
opportunity to respond to Mrs***’ complaintOur records show on 9/19/15,
Mrs*** purchased the *** *** *** *** dining table which consist of
five parts (table and four chairs ) and the *** *** *** white bunk bed
which consist of four pieces (headboard/footboard, ladder/rails, slats and
bunkie boards)
We researched Mrs***’
complaint and found her delivery was scheduled for 9/20/Upon delivery the
panel on the headboard was damaged therefore the item was refused and was
re-scheduled for 9/21/The remaining items were signed acknowledging they
were received in good orderMrs***’ was contacted on 9/21/and made aware
that we did not have the headboard in stock and available for immediate
delivery; therefore her delivery was re-scheduled for a later dateOur records
show we received the headboard and Mrs***’ was scheduled for delivery on
9/25/Conn’s delivery team was able to successfully assemble the bunk bed
and no damages were reported
We sincerely apologize
for any inconvenience Mrs***’ experienced as a result of the delay
If we may be of further assistance, Mrs
*** may contact us directly at ***
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 HAS ANYONE REVEIWED THE PHONE CALL IN QUESTION WHERE A CONNS REPRESENTATIVE PROMISED ME THE OPTION TO PAY LATE IN DEC 2014? NO ONE WILL ANSWER THAT NOR WILL THEY REVIEW THAT CALLTHIS RESPONSE MAKES NO REFERENCE OF THE CALL BEING REVIEWEDEVERYONE I ASKED TO REVIEW MY NOTES ALL SEE TICKETS CREATED TO HAVE A RECORDED CALL REVIEWEDTHAT IS FACTUAL EVIDENCE YET THE COMPANY CONTINUES TO ELUDE THAT INFORMATIONI AM SO EXHAUSTED WITH THISWHY CANT ANYONE ANSWER IF THE CALL THE RECORDED CALL WHERE THEIR REP ENSURED ME THE OPPORTUNITY TO PAY LATE WAS REVIEWED WHY WONT THEY HONOR WHAT SHE AGREED UP AFTER CHECKING WITH HER SUPERVISOR?
[Provide details of why you are not satisfied with this resolution.]
Regards,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. The terms and conditions of the account were incorrectPer the contractual agreement, I purchased a warranty on the items purchasedThis company has refused to honor that agreement, and thus, they've not honored the terms and conditions themselvesAs a result, I refused paymentI am disputing the validity of this arrangement since this company does not follow through with the original terms.I will take this further if necessaryI am disputing this, and Conns need to remove the negative marks/inaccurate information from the credit bureau.I refuse to call this company and be further disrespected by their employeesI expect a response and resolution in writing so I can prove what is going on from now on (since their company apparently does not keep valid records)
Regards,
Mary ***

Thank you for the opportunity to respond to *** *** complaintOur records show on 10/17/14, *** *** *** * *** *** *** *** *** *** *** ** *** * *** *** *** We researched *** *** complaint and found that she has placed one
service call to Conn’s on 6/1/16 regarding repairs for her reclinerA service appointment was scheduled for 6/4/16; during the inspection the serviceman found the mechanism bent and the actuator is malfunctioningWe have ordered the parts from the manufacture which is scheduled to arrive 6/30/*** *** has been contacted and made aware of the estimated time of arrival*** *** was advised that continuing to use the chair in its current state may result in further damages to the unit. Although *** *** recliner does not meet the qualification for an exchange; we will continue with repairs needs. If we may be of further assistance, *** *** may contact us at *** Kind regards, Dyeisha W***

Thank you for the opportunity to respond to Mr***’s additional commentsOur records show we shipped five center support legs to Mr***’s residence on 2/02/17(tracking number ***) and he was scheduled to install on 2/13/However; when the serviceman arrived he found that the supports were already added to the unitAgain, Mr*** has been advised that the unit has all the legs required by the manufacturer and is up to specifications; we are unable to provide additional supportThe manufacture requires; 1.) a rigid bar with supporting leg and 2.) at least legs or equally spaced hardwood cross slatsThe manufacturer warranty also excludesdamage due to use with inappropriate foundation. Again, we recommend that Mr*** add the proper foundation to his mattress for continuous supportIf Mr*** is still experiencing issues with his mattress once the correct foundation is added, he may contact our Service Department at 1-855-266-6349 to have the unit re-evaluated. If we may be of further assistance, Mr*** may contact us at 1-866-765-1513. Kind regards, Dyeisha ***

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 opened According to our records, Ms*** made a payment in the amount of $on February 4,
2017. This payment brought the account to a zero balance. Due to a system issue the account did not close. Ms***’s account has been closed as of March 20, Ms*** will receive a close-out letter in the mail within business days of the account closing date Conn’s values Ms*** as a customer and sincerely 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 Although I have now received a check from the business (received 8/19/17), I would like to note that many of their statements are falseThe check that I received over this past weekend is dated 7/27/(not 7/13/as they claim) and the postmarked date on the envelope that I received was postmarked on 8/3/(again, not 7/13/17)The business is claiming that they sent a check on 7/13/and that is demonstrably falseAlso, since they are now saying that they are going to cancel the check that I JUST RECEIVED, I am going to decline their response until it clears the bank
Regards,
*** ***

Thank you for the opportunity to respond to Mrs***’s complaintOur records show on9/5/16; Mrs*** purchased a *** Side-by-Side refrigerator which comes with a 1-year limited manufacturer’s warrantyMrs***’s refrigerator was scheduledfor delivery on9/15/16; upon delivery,
the back of the fridge was dentedMrs*** was offeredand accepted a 15% damage concession on the unit of $which was appliedto her account on9/21/16; no further credit is due We researched Mrs***’s service history and found that she contacted our service department on10/12/16stating the temperature on the unit was too coldA service appointment was scheduledfor10/22/16; during the inspection, the technician notated that the temperature was set too low and adjusted the settings, however; no other issues were foundWe show Mrs*** contacted our service department again on10/26/16stating the temperature dropped below degreesThe service department attempted to contact Mrs*** to schedule her appointment but was unsuccessfulWe show Mrs*** called into service on11/2/16and was plannedfor11/19/16; during the inspection, the technician found parts were needed to complete repairOur records show that parts were on back order and we were unable to determine the estimated time of arrivalTherefore; Conn’s approved an even exchange on the refrigerator as listed under the Terms and Conditions of the manufacturer’s warrantyOur records show Mrs***’s new refrigerator was delivered and signed as received in good order on12/3/ We sincerely apologize for any inconvenience Mrs*** experienced as a result of the delayWe have provided a copy of Mrs***'s loan ledger with our response If we may be of further assistance, Mrs*** may contact Customer Service at1-877-358- Kind regards, Dyeisha ***

Thank you for the opportunity to respond to Mr***’s concerns regarding his accounts. Mr*** indicated he made a purchase on December 23, 2016. He believes his accounts should have been combined. According to our records, Mr*** signed a 36-month
promissory note and security agreement on November 24, That agreement created account ***. This agreement did not included the balance from account *** because account *** included a no-interest financing promotionMr*** signed a second 36-month promissory note and security agreement on December 23, 2016. That contract created account *** and included the balance from account ***. On February 6, 2017, Mr*** signed another promissory note and security agreement which included the balance from accounts *** and ***. As of February 24, 2017, accounts ***, *** and *** have been closed. Account *** is current with a next payment due date of March 21, Although Conn’s would prefer to keep the lines of communication opened, we have placed a cease communications on the telephone numbers associated with Mr***’s accounts Conn’s values Mr*** as a customer and sincerely apologizes for any inconvenience he experienced due to this matter

Thank you for the opportunity to respond to Mrs***’s complaintOur records show on8/06/16, Mrs*** purchased a *** side by side refrigerator that came with a limited 1-year manufacturer’s warranty; no additional RSA coverage was purchased through Conn’sMrs*** elected to have her
refrigerator delivered; which was completed on8/07/16. We researched Mrs***’s complaint and found she contacted us on8/10/16and8/11/16regarding her refrigerator; stating the unit was not coolingAfter reviewing Mrs***’s service history; we confirmed an exchange was approved for Mrs*** to replace her refrigeratorOur records indicate Mrs***’s new refrigerator was delivered and received in good order on 8/15/16. In regards to Mrs*** receiving the 10% discount towards her purchase; we were able to verify the refrigerator Mrs*** elected was on sale at the time of her purchase at $and did not qualify for an additional discountThe refrigerator is regularly priced at $therefore the unit was excluded If we may be of further assistance, Mrs*** may contact our Customer Service Department at1-877-358-1252. Kind regards, Jana ***