Alan J. Slobodnik, M.S.W.

Thank you
for the opportunity to respond to Mrs***s complaintAfter further
research, we are unable to find where Mrs*** has attempted to contact our
Service or Customer Service Department regarding any issues she is experiencing
with her washer and dryer prior to receiving this
complaintIf Mrs*** is
in need to service she may contact our Service Department at *** to
schedule an appointment
At this
time Mrs***s washer and dryer does not meet the qualifications for an
exchange; we will need to have a technician assess both units to determine if
repairs are needed or if an exchange is required
If
we may be of further assistance, Mrs*** may contact our Customer Service
department at ***Kind regards,Dyeisha 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
9/10/
Complaint
Bought an AC unit last year with extended warrantyUnit went out called for warranty serviceCouldn't get service in over weeksThey finally decided to do an exchange but don't carry the brand anymore and could only come close and I would have to pay the differenceI was responsible for
uninstalling item and would have to reinstall new item
Desired Resolution
Replacement with no additional cost or labor on my part
Consumer Business Dialog

Thank you for the opportunity to respond to *** *** requestWe researched *** *** complaint and found on 6/26/16, he was approved for an exchange on his television under the Terms and Conditions of the Repair Service Agreement purchased. We show on 8/9/16, *** ***
contacted our customer service department requesting to receive a refund in lieu of the exchangeOur delivery manager attempted to contact *** *** on the phone number listed on file to schedule a date to pithe television and process a refund requestHowever; the phone number listed was not *** *** current contact numberWe forwarded *** *** request to our service claims representative on 8/18/16 to process a refund in lieu of the exchange*** *** has been contacted and made aware that we will issue a refund check to the new mailing address he provided and he may dispose of the television at his own discretionWe ask that *** *** allow 7-business days for the refund check to be mailed to his new address. We sincerely apologize for any inconvenience *** *** experienced as a result of the delay.If we may be of further assistance, *** *** may contact us at 1-866-765-1513Kind regards,Dyeisha W***

Thank you for the opportunity to respond to Mr***’s complaintOur records show on 8/10/13, Mr*** purchased the *** *** *** sofa and loveseat and elected to purchase a 48-month FurnitureGard PlanWe show Mr*** signed his invoice acknowledging that he received a
brochure copy of the FurnitureGard Plan purchased and understood the coverage associated with the product. We researched Mr***’s service history and found that he contacted our service department on 4/05/17 stating the seams is undone on both the sofa and loveseat as well as stress tear and wear from shoes rubbing on the footrestA serviceman appointment was scheduled for 4/10/17; during the inspection the serviceman found that the leather is peeling on both unitsMr*** has been advised that cracking and peeling is not covered under the Terms and Condition of the FurnitureGard Plan at the time of his purchase therefore; we are unable to continue with repairs needs. We have attached a copy of the Terms and Conditions of the FurnitureGard Plan during Mr*** purchase periodAs well as a copy of Mr*** signed invoice with our response. If we may be of further assistance, Mr*** may also contact our Customer Service Department at 1-877-358-125 Kind regards, Dyeisha ***

Thank you
for the opportunity to respond to Mr***’s complaintWe contacted Mr***
on 6/18/to discuss his concerns; Conn’s has offered Mr*** the option to
receive a 50% discount toward a new furniture set or he can keep the sectional
he originally selected and receive 50% discount
Mr*** stated he would
return to his local Conn’s to see if there was anything that meets his satisfaction
and contact us with his decision
In
regards to Mr***’s claim for damage to his wall during delivery, we have
been notified by *** that arrangements have been made to repair the damages to
his home
Mr
*** may contact us directly at 1-866-765-with his decision regarding the
option listed above.Kind regards,Dyeisha W***

Thank
you for the opportunity to respond to Mrs***’ complaintOur records show
on 10/5/15, Mrs***’ purchased the *** *** Queen
headboard/footboard and *** *** *** Queen rails all with a 1-year limited
manufacturer’s warranty
We
researched Mrs***’
complaint and verified that the headboard and footboard
received are not compatible with the bedrails purchasedWe contacted Mrs
*** on 12/14/to discuss her concerns; during the conversation Mrs***
was advised that all three items purchased (headboard, footboard and rails)
were approved for an exchange up to the original amount purchasedMrs***
is aware that she will need to visit her local Conn’s to initiate the exchange
and schedule delivery
We
appreciate Mrs*** for bring this matter to our attention and we sincerely
apologize for any inconvenience she experienced during this process
If we may be of further assistance, Mrs
*** may contact Customer Service at 1-877-358-
Kind regards,
Dyeisha ***

Thank you for the opportunity to respond to Mrs***’sOur record show on8/27/16, Mr*** purchased a *** washer and dryer which were financed through Acceptance NowWe show Mr*** declined to purchase additional RSA coverage with Conn’s on his washer and dryer. We researched
Mrs***’s complaint and found on 11/28/16; she submitted a service request via Conn’s website for her dryer stating the unit is making noiseA service appointment was scheduled for 12/7/16; during the appointment, the technician found a part was needed for repairOur records show we received the part from the manufacturer on 12/15/16 and Mr*** is currently scheduled for repair on 12/21/Once the technician installs the new part, we can determine if further actions are required. Although we are unable to Mrs***’s request for an exchange, we will continue with repairs covered under the Terms and Condition of the manufacturer’s warranty. If we may be of further assistance, Mrs*** may contact us at 1-866-765-1513. 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 Sent: Friday, October 13, 12:PMSubject: Didnt get to response to the buisness I hope that my response can be post to my complaint ticket Complaint ID #***There are a few things I would like to cover your years of service is about to go up in smokeConns customer service and request ticket things is a joke and the Company is a lairLet’s talk about your investigator process 1) I was explained the contact and what my repair and service agreement cover which I was told by *** *** it cover damage to the screen and electric 2) I didn’t opted out to receive my paper work electronically I asked for a printed out copy but he said everything is done on the tablet and it will be email to me, so that a lie3) I did asked about screen damage to both item I purchase and I was told my tv is covered on everything but my computer is not .The sales representative and the store manager are lairs too, because the store manager Mr***, I didn’t even speak to him until I was walking out and he only told me about *** survey and if he get a he will get fired and is goodThe second time I went to the store and talked to the manger Mr*** he asked me did *** give me a warranty packet I stated no he can me a return and exchange handle out , which I showed him and uploaded to conn and emailed it to store There is a lot of lying going on at store The only true conns stated they been in contact with meAnother thing is conns stop repairing screen on 9/1/why wasn’t it updated in the contact that conns no longer repair screens, so that’s not informing the consumer, because when I read my contact it say under repair and service agreement that it cover spill, damage to screen, fall and electric but I do not see where it say we no long cover screen after 9/1/So we back to square one if we can’t come to a common ground or solution that we can agree on, than I will only pay for the computer which is and let the rest of the amount on the account collection.2412903Regards,

Thank you for the opportunity to respond to Mr***’s complaintOur records show on8/22/16, Mr*** purchased a “as is” floor model ** Gas Double ran** and elected to purchase a 24-month Repair Service Agreement PlanMr*** signed his pick up slip acknowledging he received the item in
good orderAs listed on the signed pick up slip“Please thoroughly inspect your merchandise for dama** prior to loadingAn exchan** or price concession will not be authorized for dama** discovered after the product leaves the warehouse or store.We show Mr*** contacted our service department the following day (8/23/16) stating the sales representative loaded the unit into his van but did not close the door all the wayDuring the transit home the door hit the stove handle which cause the glass to shatterMr*** was informed that the reported dama**s are not covered under the Terms and Conditions of the RSA Plan; please refer to T&C’sNumber 5: ExclusionsWe are unable to determine when or how dama**s may have occurred once the unit left the store in good condition Although the reported dama**s are not covered under the T&C’s of the RSA Plan, Conn’s service technician can provide an estimate for the part needed to repair the unit. Mr*** may contact our Service department to schedule an appointment to assess his repair needs. Again, this would be an out of pocket expense If we may be of further assistance, Mr*** may contact us at1-866-765- Kind regards, Dyeisha ***

Thank you for the opportunity to respond to Mr***’s concerns regarding account *** *** Mr*** stated he has been having issues with his *** service and has to make his payments in the storeAccording to our records, Mr***’s account ending in *** has been closed since
June 17, 2015. Mr*** has two accounts currently open with Conn’s. Account *** and ***. The payment history for each account shows that Mr*** pays his payment through our *** service or with an agent. On December 18, 2016, Mr*** contacted us and requested that we reset his password to the *** service. Our customer service agent assisted him with that request and no additional issues have been reported. If Mr*** has any additional questions regarding his *** service he may contact our customer service departmentConn’s values Mr*** as a customer and appreciates him for bringing his concerns to our attention

Thank you for the opportunity to respond to Mr***'s concerns regarding collection calls he has received. We were unable to locate the telephone number provided by Mr*** in our system; however, we placed a cease and desist on the telephone number at his request. If Mr*** has
any additional telephone numbers he would like to provide we will be happy to investigate further. Please note, it takes up to hours for a cease and desist request to update. If Mr*** receives any additional calls after the hour time frame, we ask that he contact us directly so we may research further. We value Mr*** and apologize for any inconvenience he has experienced due to this matter Thank you,Cheryle ***

Thank you again for the opportunity to respond to Mr***'s concernsAs stated in our previous response, once an account has been sold, Conn’s no longer services the account. He was informed that since the accounts were sold, Conn’s was unable to service the accounts and he was given the phone number to contact *** *** ***. Mr*** contacted Conn's in May (three years after the account was sold)Conn’s is obligated to report factual information to the credit bureaus and we are unable to remove the sold status of the accounts due to payments not being made timely. If his credit reports reflect anything other than sold, he may fax a copy of his credit report to *** for further reviewConn’s appreciates Mr*** for bringing his concerns to our attention

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 Conns has never notified me about canceling my service orderI did advise tim *** to proceed with the repair and at that time I was never notified to come in and pay in advance for the partsIf they have notified about it being canceled or that my unit was discarded nor was I notified about getting a credit of $I want proof of all notifications, date and timeI am not willing to accept $Just because the unit was at the clearance center and they were closing they were getting rid of everything really cheapI want the same model back as I purchasedIts not my fault they fired the tech (javier) and the facility manager (criss ***) had them throw everything away that was on javier deskAt this time I never received a call from tim, steve, mark,chuck, or anyone from the company that the tech was fired and my unit needs to be picked upTherefore it is the company fault for throwing my unit awayAnd should replace it with the same model or newerIf not I will have to proceed in legal actions.
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.] Yes they did came to fix it but the issue continuesJust because they come to fix it it does not mean I am satisfiedDoes this mean that im going to have to keep scheduling service calls all the timeYou sold a product that for some reason is broken and could not be fix how is this possibleYou're pretty much telling me "to bad MR*** deal with it" I do understand that I have a warantee but that is not fixing the problem, what I want is a solution to fix it what is that you'll offer to fix the problem beside sending a technician? Explain to the Revdex.com what is it you'll will do to give me a permanent solution then
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 business just confirmed in writing their fraudulent and deceptive advertising This was all covered in the original complaintThe bait and switch Their advertisement does not have any clear or intentional representation of two different credit productsThey advertise that you will receive one thing then as stated in their response switch it I reject this reply and still consider this a negative and unresolved action.
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 I understand that there were late payments, however, I spoke with a representative over the phone and he promised that the cash option would be reinstated after he processed a ticket for one of the late fees to be removed from the accountHe mentioned that it is not unusual for Conns to reinstate the cash optionTherefore, I respectfully request, as long time customer, that the cash option be honored (as the customer service representative told me) on my accountAs a family we have many accounts with Conns and would like to continue to do business
Regards,
Mara ***

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.Sorry but your company has told me several times that I did not authorize the payment I did not schedule two payments Your system may show two but respectfully I deny Of your system shows this then conns has a larger proplem Why would at least three reps inform me I was correct and they did not see where I submitted just one? Also why now are you stating 14-days when I have been told 7-10? Your company needs to get facts straight before lying to customers
Regards,

Thank you for the opportunity to respond to Mr***’ complaintOur records show on 11/25/16, Mr*** purchased the *** *** living room furniture which consist of three pieces (sofa loveseat and wedge) which comes with a 1-year limited manufacturer’s warranty; no additional coverage
was purchased with Conn’s. After further review of Mr***’ service history, we show he first contacted our service department on 12/22/16 for repairs on his sofa however; the service order was cancelled due to no response when attempting to schedule the initial appointmentA new service appointment was schedule to assess the sofa on1/23/17; during the inspection the serviceman reported no issue was found with the sofaHowever; the loveseat cushion core was bulging up on the right sideThe serviceman reported that he was able to open the zipper and pull the core to complete the repairsOur records show Mr*** contacted service again on1/27/17 stating the cushion on the sofa has a hole in itA service appointment was scheduled for 2/6/17; during the inspection the serviceman found the issue was with the seat cushion core bulging on the loveseat; no problem was found with the sofaThe serviceman attempted repairs on site but was unsuccessful and found parts were needed to complete the repairsWe show Mr*** was notified that the cushion core for the loveseat was ordered through the manufacturer and will to be shipped to his residenceOnce the parts were received, we show Mr*** was scheduled to install on 3/16/However; upon installation the serviceman found the manufacturer ship the incorrect part therefore the manufacturer approved an even exchange on the loveseatOur record show Mr***’ new loveseat is currently scheduled for delivery on3/25/17. At this time we are unable to honor Mr***’ request for compensation on his furniture; Conn’s followed the manufacturer’s guidelines for repairMr***’ loveseat has been approved for an exchange under the Terms and Conditions of the manufacturer’s warranty. If we may be of further assistance, Mr*** may contact Customer Service at1-877-358-1252 Kind regards, Dyeisha ***

Thank you for the opportunity to
respond to Mrs*** complaintOur records show on 5/15/15, Mrs***
purchased the *** *** *** Counter dining set which consist of
(table
and four chairs) which comes with a 1-year limited manufacturer’s warranty; no
additional coverage was purchased with Conn’sMrs*** dining set was
delivered and assembled on 5/16/15; no damages were reported during delivery
and all products were signed acknowledging they were received in good order
We researched Mrs*** complaint
and found she contacted our service department stating the leg on the table is
breakingA service appointment was scheduled for 7/23/15; during the
inspection the serviceman stated Mrs*** informed him that she took the table
apart and notice that wood screws were used to secure the table leg and
requested a new legThe serviceman explained to Mrs*** that he was able to
reinstall the leg however; she refused service to repair the broken leg therefore
the service order was cancelled
We contacted Mrs*** on 8/26/15,
during the conversation we inform her that Conn’s has agreed to order the leg
from the manufacture and ship the part directly to her residence as a gesture
of goodwillOnce we receive the tracking number from the manufacture, we will
contact Mrs*** to provide an estimate time of arrival
If we may be of further assistance, Mrs
*** may contact Customer Service at 1-877-358-
Kind regards,
Dyeisha ***

Thank you for the opportunity to respond to Ms
***’s concerns regarding accounts *** and ***. Ms*** stated she does not wish to be
contacted by phone regarding the past due payments on her account
When a payment is late, we routinely begin call
attempts
as a reminder to ensure payments will be made timely. It is a
practice for our company to begin call attempts the first day the payment is
late to assist consumers from falling behind on their account. You may
pay on-line, in your local Conn's store, by mail, or over the phone if it is
more convenient for you, before the due date. Additionally, if your pay
date has changed, you may benefit from requesting a change of your due date
each month. We ask that you contact us if you would find this
beneficial. Please note the account must be brought current before
we can adjust the due date according to Conn’s policy
Conn’s respectfully disagrees that it has harassed you, and while Conn’s would prefer to keep the lines
of communication open, we have placed a cease and desist on the telephone
numbers associated with your account.
We value you as a customer and appreciate you for bringing your
concerns to our attention