Alan J. Slobodnik, M.S.W.

Thank you for the opportunity to respond to Mrs***’s complaintWe researched Mrs***’s complaint and found that on 9/30/16; she was approved for an exchange to re-select a new television for up to $ Our records show on 10/04/16; Mrs*** initiated her
exchange and re-selected a 43” *** LED TV with ***. After further review, we show Mrs*** contacted our service department on 2/21/17 stating the volume and wifi on her television is not working and the channels is not coming upA service appointment was scheduled for 2/23/17; during the inspection the technician checked all operations systems but was unable to duplicate the problem and reported that the unit was functioning up to specificationsWe have no further records showing that Mrs*** has contacted us regarding any further service needs for her television. At this time Mrs***’s television does not meet the qualification for an exchange; no issues were found with the unit during the last inspection Also, Mrs*** is outside of the 30-day time frame to return/exchange her television under Conn’s Return and Exchange Policy. If we may be of further assistance, Mrs*** may contact Customer Service at 1-877-358-1252 Kind regards, Dyeisha ***Customer Relation

Revdex.com:
My pictures I submitted was taken the same day the tech claimed he would send some out to fix cause he just could not do it correctly.The tech stood there as I took these pics....That is not no means wear and tear
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,

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 was informed that it would be changed and updated days after the January and it has been past more then billing cyclesIf the help desk had of resolvedthe issue,then I would not of had to file with the Revdex.comI would also would like a contact person name and phone number just incase that department has not updated the information as requestedI was told that the last name could not be updatedConflicting information is what I was told and going around in circles

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
When I called on March the associate ensured that it will be closed after the $once again lack of training within the companyA few days later I called to come to the surprise that it was not closedAll this misunderstanding and the $on interest I am having to pay are due to the companies lack of training and communicationIf they really appreciate my business I will like to get a refund for the interest build up since December since it was all due to their associates lack of training and their system.
Regards,

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 Thanks for you assistance in 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
[Provide details of why you are not satisfied with this resolution.]
The *** that I purchased was the only one to choose from at the time I made my purchaseMy salesman never told me that the *** was on sale ,a close out, an old model or anything of the kindThey were selling for at other storesI needed the financing and Conns offered a case with it and cleaning kitSo that price seemed right to meThere was no *** on the shelf for $600+This is very unfair to me I now have a five year old *** that I can't even install the new operating system into.....even though it's less than a year old!

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 business continues to address what issues they want to leaving others out and I do not believe they will resolve the issues so I do not consider the issues resolved because they refuse to acknowledge the adverse impact for me as a customer and consumer and I do not have the time to continue this path but I do not consider the issues resolved by any means
Regards,
***

Thank you again for the opportunity to respond to Mr***'s concerns regarding account ***. Mr***'s "cash-option" has been extended to December 22, 2015. Mr*** may contact our customer service department for a payoff quote. Again, we value Mr*** as a customer and sincerely apologize for any inconvenience he may have experienced due to this matter Thank you, Cheryle S***

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. Her furniture is peeling, and she has not been able to get assistance getting the unit repaired; and 2. She is requesting either and refund or exchange Our investigation reveals that: 1. Ms***’s furniture was only covered under manufacturer’s warranty which does not cover peeling; and 2. Ms***’s furniture does not meet the qualification for an exchange or refund Our records show on 7/9/15, Ms*** purchased the *** Sectional living room furniture that consists of three pieces (left sofa, right chaise and ottoman) which all comes with a 1-year limited manufacturer’s warrantyMs*** declined to purchase additional coverage with Conn’s HomePlusBefore receiving Ms***’s complaint, we have no records showing that she has contacted us for service repairs on her furniture since the items were delivered in good orderOur records show as of 7/9/16, Ms***’s manufacturer’s warranty expired, and she did not elect to purchase additional coverage to review further optionsAt this time we are unable to honor Ms***’s request for an exchange or refundConn’s HomePlus values Ms*** as a customer and appreciates him for bringing this matter to our attentionSincerely, 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: Thursday, February 02, 3:PM Subject: Re: You have a New Message from Revdex.com Regarding Complaint #***They said over a month ago that it would be done in to daysIt still has not been clearedI would like to for my claim to be reopened until they clear my balance Thank you.*** *** *** *** ***

Thank you for the opportunity to respond to Mrs***’s additional comments. As mentioned in Mrs***’s original response; our consumers are given the opportunity to inspect their product prior to leaving the store/warehouse. Once the product has left the store/warehouse we are unable to determine when or where damages may have occurred. Mrs*** elected to pickup (take) her notebook from her local Conn’s located in Aurora, CO #***. She signed her invoice acknowledging her notebook was received in good order. As stated Mrs***’s notebook is only covered by the manufacturer’s warranty; no additional RSA coverage was purchased through Conn’s to review other options. Mrs*** contacted us seven days after receiving her notebook; stating the screen was cracked. She was advised on multiple occasions that the reported damages were not covered under the Terms and Conditions of the manufacturer’s warrantyMrs*** was informed the manufacturer does not cover physical damages whether accidental or incidental and we would not be able to honor her request. After sixteen days of having the notebook Mrs*** had a service order created. Upon receiving Mrs***’s notebook it was found her notebook had an impact/puncture mark on front of the screen. Due to Mrs*** demanding an exchange her issue was escalated to upper management. She was contacted and offered a discount in order to have her notebook repaired. However, Mrs*** refused the offer. Again, at this time we are unable to honor Mrs***’s request to exchange her notebook or repair her notebook at no cost. Mrs***’s notebook is only covered by the manufacturer’s warranty which does not cover physical damage and no additional RSA coverage was purchased through Conn’s to review other options. If we be of further assistance, Mrs*** may contact our Customer Service Department at 1-877-358-1252. Kind regards, Jana A***

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,
Although I have gone into explicit detail on what my unit is doing, they have failed to acknowledge the fact that not only have I received the worst customer service but have not taken any steps to rectify the situation without it costing me more moneyThey are sticking to their defense of "the unit has no functional failure and does not qualify for a return without paying a percent restock"The unit dumps water into the dryer and is supposed to create steam using the heat of the dryer, in reality it's not creating steam but splashing the water around in the drum so much as it caused the technician concern as he promptly stopped the cycle and stated it was an electrical hazardUnfortunately his statement isn't documented along with the statement that both he and the manager made saying this would be classified as a sales error as the steam function wasn't correctly explained to us The dryer is functioning as stated by the manual as it is in fact dumping water in but the end result is an electrical hazard and a wet shirt that is not sanitized or wrinkle free as advertised when we were talked into this particular unitSo in short, after multiple visits to the store and being sent away with "we will call you tomorrow to let you know if you can exchange the dryer without paying the fee" only to be ignored which prompted more and more visits as the phone is not a priority there since you get put on hold and then told that the person you need is at lunch and they will call back, they have figured out how to keep the most money In their pockets despite my obvious frustration They have played defense and refuse to provide any help besides telling me to set up another service appt which will go exactly as the last one The lack of customer service even extended to their solution as I asked if the store knew I was planning to return the dryer and they replied days before the deadline they gave me that there was an error but it was fixed and I could return itI just want to put this entire experience behind me, and the day I read about Conns going out of business, I will be a happy man

[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
I have accepted the exchangeI just want CONN'S to know I have proof that I had been trying to fix this since AprilI don't appreciate their dismissal to my concernsCommunication with them in August and September where just two of many many timesI will gladly finish paying off and completing my end of the contract like I have been since the day I signedSomething they couldn't do without taking higher action which is ultimately sad since the contract was created by themThank you Revdex.comWithout your help my family and I would still have an incomplete recliner set

Thank you again for the opportunity to respond to Ms***’s concerns regarding account ***2930. Ms*** stated she would like the property insurance credited to her account, her dryer exchanged, the “cash-option” reinstated, the late fee reversed and her delivery charge refundedAS stated in our previous response, 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 date. We made several attempts to contact Ms*** regarding her past due payment; however, we were unable to reach her. As a one-time exception and a gesture of goodwill, we will reverse the late fee assessed on the account on December 30, and reinstate the “cash-option” on the account. Due to this being a secured retail installment contract, the merchandise must be insurance with property insurance, either purchased through Conn’s or provided by the customer under their own homeowner’s or renter’s policy until the contract is paid in full. In the event the customer has an alternative insurance policy, they are able to send that policy into our insurance department to receive full credit as long as the declaration pages shows coverage from the date of purchase to the present dateMs*** may fax a copy of her homeowners’ or renter’s insurance declaration page to our insurance department at ***. We ask that she notate her Conn’s account number on the fax for faster processing. Ms*** filled out her credit application through Conns.com Ms*** also stated she would like her dryer replaced. Our records indicate Ms*** contacted us for Service on January 24, 2017. Her service is scheduled for January 27, 2017. Conn’s is unable to honor Ms***’s request for an exchange at this time as the unit has not been assessed. Again, Conn’s values Ms*** as a customer and appreciates her for bringing her concerns to our attention

Our records show the drivers were not able
connect the dryer due to the breaker on the outlet. Mrs*** may
forward us a copy of the electricians’ service order to review for a possible
reimbursement She may fax this information to *** and reference
her Revdex.com complaint number As previously
stated, Mrs*** signed her delivery ticket acknowledging she received her
products in good order; no damages were reported at the time of delivery and a
photo was taken showing the dryer door was closed properlyI have included the
pictures and signed delivery ticket in our response
Although the damage to
Mrs***’s dryer does qualify for repairs under the T&C’s of the
manufacturer warranty or RSA Plan, Conn’s can offer Mrs*** an estimate to
pay out-of-pocket to continue with further repairs regarding this issue
If we may be of further
assistance, Mrs*** may contact Customer Service at 1-877-358-
Kind regards,
Kathryn J***

Thank you for the opportunity to respond to Mrs***’s complaint. Our records show on 2/24/16, Mrs*** purchased a *** *** *** living-room set which consisted of four pieces (armless sofa, RSF Chaise, LSF section, and cocktail ottoman) with a 36-month
Furnituregard Plan on all four pieces. Mrs*** 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 ** Mrs. ***’s signed invoice acknowledges that she was provided a copy of the Furnituregard Plan brochure and that she understood the coverage associated with the covered product. Mrs***’s furniture was delivered on 3/01/16 as requested. We researched Mrs***’s complaint and found an exchange was approved on 8/19/16 to place her LSF section and on 10/14/16 to replace her cocktail ottoman. We show Mrs*** initiated both exchanges; she received a new LSF section on 8/23/16 and a new cocktail ottoman on 10/18/16. We confirmed both pieces were delivered and received in good order. After further review, we show Mrs*** contacted us on 12/28/16 regarding her new cocktail ottoman and LSF section. Mrs*** stated that the ottoman was very flat/droopy, has tears, and the fabric was loose. On the LSF section, she indicated that the unit backrest was flat, has tears at the seams, and the fabric was loose. A service call was scheduled for 1/02/17; during the inspection, the serviceman found the ottoman fabric was not loose, the core was sinking in the center, and burn holes on top *beyond repair. He also inspected the LSF section and found the seam separated on LSF arm cover. The serviceman stitched the open seam on LSF arm cover beyond repair. We show Mrs*** was contacted on 1/06/17 and informed that the reported damages to the Ottoman (burn marks) were not covered under warranty terms and conditions. Mrs*** was made aware that the damages are customer caused/abuse and not a manufacturer’s defect. At this time we are unable to honor Mrs***’s request to exchange her furniture. Based on the serviceman’s report; Mrs***’s LSF section has been repairedHowever, the reported ottoman damages are not covered under her warranty terms. *No manufacturer’s defect was found. If we may be of further assistance, Mrs. *** may contact our Customer Service Department at 1-877-358-1252. Kind regards, Jana A***

Thank you for the opportunity to respond to Mr***’s complaint. As stated in our previous response, our records indicate that there were no damages to the new refrigerator delivered by Conn’sWhen bringing in the new product, if the customer’s home was damaged there would be visible impact sites on the product from where the damages occurredWe also have delivery reports that show where Mr***’s old refrigerator has impact damages that coincide with the damages to the home. At this time we will not be able to honor Mr***’s request. Kind regards, Kristal ***

Thank you for the opportunity to respond to Mr***’s complaintOur records show 7/21/16, Mr*** purchased a *** *** *** Refrigerator and elected to purchase a 36-month Repair Service Agreement Plan. We researched Mr***’s complaint and found that he contacted our
service department on 1/04/17 stating the temperature is too warm in his refrigeratorA service appointment was scheduled for 1/09/17 however; due to safety hazardous, the technician was unable to assess the unitWe were able to confirm with the manufacture that they sent their technician to Mr***’s residence to assess his repair needs but found the unit was infested and could not complete the repairsWe attempted to contact Mr*** on 1/24/17, 1/28/17 and 1/30/17 regarding his service but were unsuccessful and left voice messages to return the call. At this time we are unable to honor Mr***’s request; infestation is not covered under the Terms and Conditions of the manufacturer’s warranty or RSA Plan purchased from Conn’sPlease see Terms and Conditions: Number 5- Exclusions; Letter (a) damages caused by failure to maintain proper operating fluid levels, insect infestations or by other improper or negligent use of the products. If we may be of further assistance, Mr*** may contact Customer Service at1-877-358-1252. 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, September 23, 4:PM Subject: Re: You have a New Message from Revdex.com Regarding Complaint #*** This is in regard to the very untimely response from "Upper Management" of Conn's", there are conditions to which I am now going to inform Conn's before they are allowed to pick up this 'defective' chair, we have been in limbo for almost three months and have never heard from Conn's on this dispute! #1: We are not going to return to their store for any reason at all We live miles away, and if their delivery people would have taken their 'defective' chair back the day it was delivered none of this would have happened, but their delivery personal failed to allow their delivery people to take the chair back to the store and we never signed for the 'exchange chair'. #2: We have been storing this chair for Conn's for almost three months, we need to be compensated for this chair taking up space in our living room with the back off and we were told by their people, "Do not sit in chair!" We feel that $a day is adequate compensation! However we are willing to negotiate with them on the fee of almost $ We will settle for the fee of $as long as the chair is picked by Saturday Sept26, 2015, with an apology and check I think these fees are reasonable to everything we have been through with this company! If "Upper Management" wants to contact either one of us they may do so by calling us:*** *** *** *** *** *** *** Those are our conditions! They have until Saturday 26, to respond. Thank you, *** *** Sent from my ***
Regards,

Revdex.com:
This letter is to inform you that Conn's Home Plus has carried out to my satisfaction the resolution it proposed for my complaint, filed on 4/27/and assigned ID ***
Regards,*** ***