Alan J. Slobodnik, M.S.W.

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 ***

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
There is no reason it should take days to verify something that a person can do in minutes by contacting my financial institution! The computer system should also recognize when an account is paid in full and has a zero balance and should no longer automatically deduct anything from my account. I paid it online using the same *** where the *** is set up. The *** should automatically be cancelled when the balance is ZERO. There are several improvements that could be done to prevent this from happening in the first place. Then, if something did happen, it should be handled better.Also when I first called I was told I would hear something by the end of the week from a supervisor. I didn't. Then I was told 7-days to be done, that passed and now they are saying days?!?! The time frame keeps changing and this is unfair to the consumer! When a mistake is made on the part of the company, I think someone (a real person, not a computer) should take the time to help resolve the issue in a timely manner, not wait until a month has passed before taking any action!
Regards,
*** *** **

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

Thank you for the opportunity to respond to Ms***’s concerns regarding account ***. Ms*** stated she began receiving collection calls when her account became past due. According to our records, Ms*** signed a 32-month retail installment contract on July 22,
2014. She agreed to have the minimum monthly payment due on the 5th of each month. 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 accountMs*** may pay on-line, in her local Conn's store, by mail, or over the phone if it is more convenient for her, before the due dateAdditionally, if Ms***’s pay date has changed, she may benefit from requesting a change of her due date each monthWe ask that she contact us if she would find this beneficial. Conn’s respectfully disagrees that it has harassed Ms*** as we have been unable to reach her regarding the past due balance on her account. Although Conn’s would prefer to keep the lines of communication open, we have placed a cease communications on the telephone numbers associated with her account Conn’s values Ms*** as a customer and appreciates her for bringing her concerns to our attention. Thank you, Cheryle ***

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 ***

Thank you for the opportunity to respond to Mr***’ complaint. Our records show on8/29/15, Mr*** purchased a *** *** *** living-room set which consisted of four pieces (LAF recliner, console, RAF recliner, and recliner) with a 48-month Furnituregard Plan on all four pieces;
Mr*** also received a FREE *** 32” LED HDTV with his qualifying purchase. Mr*** was provided a copy of Conn’s Return & Exchange Policy at the time of purchase which states:No Returns/Exchanges on -Furniture, mattresses, décor & accessories unless inspected by a Conn’s Service Technician and found to have a manufacturer’s defect **Mr*** elected to have his items delivered; which was completed onAugust 31, 2015. The manufacturer’s warranty terms are attached to the product by the manufacturer and were attached at the time of Mr*** delivery We researched Mrs***’ complaint and found we were contacted the day after the delivery by Mrs*** stating after inspecting the furniture she found the plastic on the console was cracked. Mrs*** was offered a 10% damage concession towards the console if she was willing to keep the item; which was accepted. We show Mrs*** later contacted our Customer Service Department via email in December 2015; stating she was told the furniture she was purchased was made of Italian leather, but was not. Although we were unable to confirm what was told at the time of purchase; we did confirm the *** set that was purchased was not displayed or advertised as Italian leather in efforts to resolve Mrs*** concerns she was offered and accepted a $price concession to keep the furniture as is. However, she requested the concession in the form of a check although the purchase was financed using Conn’s credit. Mrs***’ was informed that we were unable to honor her request Mr*** contacted our Service department on March 22, 2016; stating the console was too close and that it was dragging and the seats were going flat. An exchange was submitted and approved on April 8, 2016 to replace Mr***’ left recliner due to the broken mechanism that was found grinding beyond repair. Mr*** was extended the options to exchange for the same set, reselect within the approved credit limit, or wait for the mechanism to become available and we would repair. Mr***’ chose to reselect for another set. Since Mr*** had purchased the Furnituregard plan we agreed to offer replacement credit on the other pieces as well. Mr*** was issued a credit up to the original amount paid to re-select which was $2,699.98. Mrs*** visited her local Conn’s to reselect; however she stated the item she wanted was no longer available and Mrs*** requested a refund. As mentioned Mr***’ exchange was processed under the Terms and Conditions of the manufacturer’s warranty, which covers repairs/exchanges/replacement. If Mr*** would like to receive a credit to his account in lieu of the exchange; we would agree to pick up the items and process a refund for the replacement value under the Terms and Conditions of the Furnituregard Plan purchased that would be non refundable. Please be mindful choosing this option will fulfill the plan in its entirety and will cancel and discharge all further obligations under this plan. We have included a copy of *** ***’s warranty information as well as a copy of the Furnituregard Terms and Conditions that was purchased Mrs*** may contact us directly at1-866-765-1513to discuss her options Kind regards, Kathryn ***

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***

Conn Appliances, Inc(“Conn’s”) appreciates the opportunity to respond to Ms***s concernsWe have a more than 120-year history of quality customer service and satisfaction, and we would not want anything to impair that recordAs a reminder, Ms*** may contact Conn’s regarding questions
by calling our Customer Service Helpdesk at 1-877-358-1252, or on-line at www.conns.com. Ms*** has stated in the complaint: 1. She states that the top bunk collapsed and she wants the top and bottom bunk bed replaced Our investigation reveals that: 1. An exchange was approved for Ms*** to replace her bunk bed set (twin up HB/FB, full low HB/FB, UP/LW side rails, twin slats, storage stair dresser, and full slats). Ms***’ exchange is valid through 9/22/ Thank you for the opportunity to respond to Ms***’ complaint. Our records show on 8/20/16, Ms*** purchased an *** *** *** *** bunk bed set which consisted of ten pieces ALL with a 36-month Furnituregard Plan. Ms***’ bedroom set was delivered on 8/27/as requested. After researching Ms***’ compliant we found that her issue was escalated to upper management and Conn’s has agreed to honor Ms***’ request. On 8/08/17, Ms***’ exchange notes were updated to add the remaining pieces needed. Ms*** has been approved to replace six models *** *** ** *** *** *** *** *** *** *** *** *** *** *** *** *** storage stair dresser, and *** full slats). Ms*** may visit her nearest Conn’s location to initiate her exchange and schedule delivery. Again, we sincerely apologize to Ms*** for any inconvenience she has experienced during this process

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

[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 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 ***

Tell us why heThank you for the opportunity to respond to Mrs***’s additional comments. As mentioned in Mrs***’s previous response; Mrs***’s *** washer and dryer was purchased with us in February 2016. Mrs*** has contacted us on four separate occasions regarding her washer. 1. 7/15/16, Mrs*** contacted us; stating that when her washing is in spin it shakes roughly. A service call was scheduled; during the inspection the technician found Mrs***’s washer was not leveled. The technician leveled Mrs***’s washer and notated her washer was functioning properly. 2. 7/29/16; Mrs*** contacted us; stating that her washer stopped mid-cycle and wouldn’t unlock. We attempted to schedule Mrs*** for service; however she advised us that her washer was working. Mrs*** indicated that she had contacted the manufacturer and after completing troubleshooting steps the issue was corrected.3. 8/01/16, Mrs*** contacted us; stating the washer was shaking and making loud noise. A service call was scheduled; during the inspection the technician found parts needed to be replaced. On 8/15/16, the technician replaced the suspension rods and weight balancer. 4. 11/30/16, Mrs*** contacted us again; stating her washer was shaking roughly. A new service call was scheduled for 12/06/16; during the inspection the technician found Mrs***’s washer wasn’t leveled. The technician adjusted the pedestal toots. Again, at this time we are unable to honor Mrs***’s request to exchange her washer. Based on Mrs***’s service history; she has had parts replaced on one occasion (8/15/16). As of 1/09/17, we have no new service order on file to indicate Mrs*** is still having issue with her washer. If we may be of further assistance, Mrs*** may contact our Customer Service Department at 1-877-358-1252. Kind regards, Jana ***re

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 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 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 ***

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 paid my account off with payment and conns electronically withdrew sorry prebious typo I called dec 8th told I wanted money refunded by to my bank they stated the would mail out check I -Hrs never did called back told me expect refund in mail by Jan 1st called back jan 4th no check and they state tbey need to run refund request again Check in another days Never recieved money back never adked you to put my money towards smother accounts and im demanding now just as I did on Dec 8th a refund of my tbat never should have been withdrawn from my account and never gave permission to credit towards another bill that this closed acct ever had a right to do I WANT MY MONEY YOU OVERDREW MY ACCT AND STILL HAVE NO REFUNDED THE MISAPPROPRIATED FUNDS YOU WITHDREW FROM MY BANK ACCT

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 *** *** 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***

Conn Appliances, Inc(“Conn’s”) appreciates the opportunity to respond to Mr*** 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, Mr*** may contact Conn’s regarding questions by
calling our Customer Service Helpdesk at 1-877-358-1252, or online at www.conns.com. Mr*** stated in her complaint: 1. That his dryer continues to break down and it took two weeks for repairs Our investigation reveals that: 1. Mr***’s dryer was purchased in November 2015. We show he first contacted our service department on 8/22/regarding his dryer. Mr*** stated that his dryer was not heating. A service call was scheduled, and during the inspection, the technician found that the parts needed to be replaced. On 8/29/17, the technician completed Mr***’s repairs by installing a new ASM bracket idler. Mr*** contacted us again on 8/30/17, stating his dryer was experiencing the same problem his dryer was not heating. Our records show Mr*** was scheduled for service on 9/06/17. During the inspection, the technician found an additional part (ASM duct heater) needed to be replaced. Once the parts arrive, Mr*** will be contacted and scheduled to have parts installed. At this time Mr***’s dryer does not qualify for an exchange. Mr***’s dryer is being repaired under the terms of his warranty coverage Thank you for the opportunity to respond to Mr***’s complaint. Our records show on 11/25/15, Mr*** purchased a *** high-efficiency washer and top load electric dryer both with a 24-month Repair Service Agreement. Mr***’s appliances were delivered on 11/28/as requested We researched Mr***’s complaint and found that he contacted us on 8/22/17. Mr*** indicated that his dryer was not heating. A service call was scheduled, and during the inspection, the technician found that the bracket idler needed to be replaced. On 8/29/17, the technician completed Mr***’s repairs by installing a new ASM bracket idler. We show Mr*** contacted us the next following day on 8/30/17, stating his dryer was not heating. Mr*** was scheduled for 9/06/to have his dryer reassessed. On 9/06/17, the technician found that an additional part (duct heater) needed to be replaced. Once the parts arrive, Mr*** will be contacted and scheduled to have parts installed. At this time Mr***’s dryer does not qualify for an exchange At this time we are unable to honor Mr***’s request to exchange his dryer. Mr***’s dryer is being repaired under the Terms and Conditions of his warranty coverage. Conn’s values Mr*** as a customer and appreciates him for bringing his concerns to our attentionSincerely, Customer Relations Conn’s Inc

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