Alan J. Slobodnik, M.S.W.

Thank you for the opportunity to respond to Mrs***’ complaintOur record show on2/26/17, Mr*** purchased a 70” *** ** LED TV and elected to purchase a 25-month Repair Service AgreementMr*** received a brochure copy of Conn's Return and Exchange policy at the time of purchase
along with his signed invoice and contractWe show Mr***’ television was scheduled for delivery on 3/01/17; during the delivery the unit was plugged in, tested and inspected for damagesMr***’ television was signed acknowledging the item was received in good order; no issues were reported. After further review, we show Mr*** contacted our delivery department on 3/03/17stating the unit does not have picture when attempting to turn onWe show the delivery team returned to Mr*** residence on 3/16/17 to assess the unit; upon inspection the team found the television was cracked when powered onAfter reviewing the delivery report and photos taken of the television at the time of the original delivery; an exchange request was deniedMr*** will need to contact our Service Department at 1-855-266-6349 for further repair needs on the unit. Although we are unable to honor Mrs***’ request for a refund; we will continue with any covered repairs as listed under the Terms and Conditions of the RSA Plan. We have included supporting documents with our response. If we may be of further assistance Mrs*** may contact us at 1-866-765-1513. Kind regards, Dyeisha ***

[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 Thank you for helping me rectify this matter
*** ***

Conn Appliances, Inc(“Conn’s”) appreciates the opportunity to respond to Ms***’ 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. That she is getting the runaround regarding a technician coming out to service her refrigerator; and 2. She is requesting an exchange Our investigation reveals that: 1. We have been unable to locate a service provider in Ms***’ area; and 2. We have agreed to exchange the refrigerator due to the delay Our records show 8/9/17, Ms*** purchased an ** *** *** refrigerator and elected to purchase a 48-month Repair Service Agreement PlanWe researched Ms***’ complaint and found that she contacted our service department on 9/7/stating the freezer on her refrigerator was not freezing, and the drink door does not openWe did not have a Conn’s technician in Ms***’ area to assess the unit, therefore; we reached out to the manufacturer to assist in locating a certified technicianHowever; we have been unsuccessful locating a technician in Ms***’ area to inspect her refrigeratorWe have agreed to honor Ms*** request for an exchange due to the initial service delayMs*** may visit her nearest Conn’s to initiate the approved exchangeWe sincerely apologize for any inconvenience Ms*** experienced as a result of the delayConn’s values Ms*** as a customer and appreciates him for bringing this matter to our attentionSincerely, Conn’s Inc

Thank you for
the opportunity to respond to Mrs***’s concerns regarding account
#*** and ***. Mrs***
stated she tried several times to cancel the credit life, credit disability,
involuntary unemployment, property insurance, and the repair service agreements
on
her and her husband’s accounts.
According to
our records, we first received notification that Mrs*** would like the
insurances and the RSA agreements canceled on her and her husband’s
accounts. We requested a copy of Mrs
***’s homeowner’s or renter’s insurance declaration page in order to remove
the property insurance on the accounts.
On June 4,
we received proof of insurance and the written request to cancel the
property insurance on both Mrsand Mr***’s accounts. The credits were applied as follows:
Mrs***’s
accounts
Account # Credit received
*** $
*** $
Mr***’s
accounts
Account # Credit Received
*** $
*** $
Mrsand Mr
*** did not purchase additional optional insurances on account #*** or
on account #***; however, on June 10, we received the signed request
to remove the remaining insurances from the accounts. Those credits were applied as follows:
Mrs***’s
accounts
Account # Credit received
*** N/A
*** $
Mr***’s
accounts
Account # Credit Received
*** N/A
*** $
We had not
received the written request to remove the RSA agreements from Mrsor Mr
***’s accounts; however, as a one-time offer and a goodwill gesture, we have
processed those credits and pro-rated the credits from May 2015. The credits for the RSA agreements were
applied as follows:
Mrs***’s
accounts
Account # Credit received
*** $
*** $
Mr***’s
accounts
Account # Credit Received
*** $
*** $
Please note,
these credits include the original amount charged for the insurances as well as
taxes and finance charges. The pro-rated
credits for the RSA’s also include any applicable taxes and finance
charges. The credits applied will not
adjust the minimum monthly payments due each month.
We have
attached copies of the payment histories for all four accounts for Mrand Mrs
***’s records.
We value Mrsand Mr*** as customers and
appreciate Mrs*** for bringing her concerns to our attentionThank you,Cheryle ***

Thank you for the opportunity to respond to Mrs***’s complaintOur records show on7/11/15, Mrs*** purchased the *** *** Magnum Mocha living room furniture which consists of two pieces (sofa and loveseat) and elected to purchase a 48-month FurnitureGard Plan We researched
Mrs***’s complaint and found she was approved to replace her loveseat under the Terms and Conditions of the manufacturer’s warranty due a delay receiving the partsMrs*** contacted our customer service department and expressed her dissatisfaction with the loveseat and requested to re-select different furniture Conn’s agreed to issue a credit to re-select one furniture piece for $which is the amount originally paid for the loveseat. Although the Furnituregard Plan does not guarantee a matching set and we still have a replacement loveseat available; we agreed to exchange the sofa as well as a gesture of goodwill and included the credit of $Mrs*** was has been advised that she may re-select any two furniture pieces up to the original amount paid however; we are unable to add additional items in the exchange process At this time we are unable to honor Mrs***’s request; a manufacturer accrual exchange is item for item no additional merchandise may be included in the exchange process If we may be of further assistance Mrs*** may contact us directly at1-866-765- Kind regards, Dyeisha W***

Thank you again for the opportunity to respond to Ms***'s concerns. As stated in our previous response, If Ms*** believes there is an error in the credit reporting, she will need to send a copy of her credit report from one of the three major credit bureaus (not a third party) so we may research her concerns further

Conn Appliances, Inc(“Conn’s”) appreciates the [c1] opportunity to respond to Ms*** concerns We have a more than 120-year history of quality customer service and satisfaction, and I would not want anything to impair that recordAs a reminder, you 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) There has been a delay scheduling her service appointments2) She is requesting to bypass service and have the product exchanged instead of having repairs completed under the terms and conditions of her warranty3) She would like a call from Conn’s Our investigation reveals [c2] that; 1) Conn’s service department scheduled three service calls for Ms*** which were canceled due to Ms***’s schedule conflicts. A fourth service call was scheduled and completed on 1/14/2) Ms***’s sofa does not qualify for an exchange according to the terms and conditions of the warranty. As a goodwill gesture, we have offered to replace the sofa cover3) 3) A call from Conn’s has occur on 4/13/ Our records show on5/03/15, Ms*** purchased a *** *** *** Reclining Sofa, Loveseat, and Recliner and elected to purchase a 48-month FurnitureGard Repair Service Agreement PlanMs*** accepted her furniture delivery and signed acknowledging she had received her furniture in good order on5/6/ Our records show Ms*** contacted Conn’s service department on 11/12/16, stating the recliner would not close, and she could feel boards. A service order was created, however after multiple unsuccessful attempts to contact Ms*** to schedule an appointment, the service order was canceledMs*** contacted us on 11/16/to schedule her appointment, and we confirmed her appointment was for 11/21/16. On the day of service Ms*** was not at homeMs*** requested the technician to stay at her residence until she arrived, but they were unable to honor her request Ms*** requested an exchange at that time, was advised her furniture did not qualify for an exchange, and that we would need to continue with the service order of the furniture We attempted to contact Ms*** on 11/22/16, 11/25/16, 11/26/16, and 11/29/to reschedule but we were unable to reachher So,the service order wascanceledMs*** called back on 12/28/and service was scheduled for 1/14/Upon inspection, the service technician found the sofa mechanism had bentA new mechanism was ordered then installed on 2/1/to complete the repair. Ms*** recently contacted us on 4/13/stating that she could feel boards while seated, and the seat cushions were sinking. A service call was set-up, and upon inspection, the technician reported the leg rest cover was loose, and the RSF arm was a little flatTo repair Ms***’s sofa, the service technician regulated the filling in the RSF arm. He also reported to repair the sofa, the seat covers would need mending, and we would need to order the seat coverThe wearing found at the time of inspection is not covered within the terms and conditions of the FurnitureGard PlanHowever, we offered to order replacement parts as a gesture of good willThe covers were ordered on 4/20/17. Once the covers become available, Ms*** will be contacted to schedule an appointment to complete the installation Conn’s values Ms*** as a customer [c3] and appreciates her for bringing her concerns to our attention. [c1]Opening [c2]State Conn’s findings for each complaint/concern/question [c3]To be used for all Closing

Thank you for the opportunity to respond to Mrs*** complaintOur records show on 10/27/14, Mrs*** purchased a *** Stainless Steel dishwasher and elected to purchase a 48-month Repair Service Agreement Plan which was financed through *** *** *** We researched
Mrs*** complaint and found on 3/7/16, her dishwasher was approved for an exchange under the Terms and Conditions of the RSA due to excessive repairsOur records show we longer carried the same model Mrs*** originally purchased therefore; she was approved for an in-store credit up to $which is the original amount she paid for the unitMrs*** requested to receive a refund in lieu of the exchange because she did not want to pay a difference in price for a new unitWe show our delivery team picked up Mrs*** dishwasher and a refund of $was processed to her *** *** accountMrs*** may contact *** *** *** to verify credit has been applied to her account. If we may be of further assistance, Mrs*** may contact us at 1-866-765-1513 Kind regards, Dyeisha ***

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 6/26/and assigned ID ***
Regards,I would like to thank the Revdex.com for their assistance in regards to this stressful matterHowever, in typical fashion this canned excuse of a response is NOT even close to an apology, with respect to the severe stress I endured over this processThe terms used by this company are exaggerated at best on how they "tried to assist me"I received far from this with regards to resolving this errorI am requesting a written apology and not just a haphazard, canned "we are sorry for the inconvenience" jargonI was literally harassed EVERY SINGLE DAY FOR WEEKS, over something I KNEW and continuously explained to be a processing errorregardless to whom I REPEATED this error, and PROVIDED PROOF of confirmation, the HARASSING CALLS continued!Not one person, (of many) EVEN AFTER my pleas and verbally warning CONN'S I was being left with no other alternative but to report this behavior to the Revdex.com, acted accordingly to stop such phone callsThis company is claiming this was a matter of "simple processing" and minor delay; this was ABSOLUTELY INTOLERABLE!** If CONN'S is truly regretting this matter, they should not have a problem with this SIMPLE REQUEST form their customersimply write a letter of apology for the countless phone calls claiming "I am delinquent"If CONN'S would review my payment history(which is also Incorrect), it claims I've been sent "late notices"! Looking at the payment dates, clearly there is a discrepancy in their assessment of late notices! Why? Even if I counted the dates (which I did) even the ones not paid not the EXACT DATE (25th monthly) will NOT add to twelve! Unbelievable.PleaseI WAS HARASSED, THIS WAS NOT just a simple mistake in accountingI've been loyal in my agreementI tried to work within all your various departments/personnel to no availeven tried to explain I was being pushed to appeal to the Revdex.com if the harassment did not stop!and you continuedRegrettably nothing less than a personal apology will satisfy my complaint.Respectfully,*** * *** ***

Thank you for the opportunity to respond to Mrs***’s additional commentsOur records show on 9/18/16 Mrs*** contacted our Customer Service department and requested to receive a refund in lieu of the exchangeConn’s has agreed to honor Mrs***’s request to issue a credit to the account for both the mattress and adjustable baseWe attempted to contact Mrs*** on 9/27/16 but were unsuccessful and left a voice message to return our callMrs*** may dispose of the mattress but will need to return the adjustable base in order to process the credit back to the account. If we may be of further assistance, Mrs*** may have the account holder contact us at 1-866-765-1513. Kind regards, Dyeisha W***

Thank you for
the opportunity to respond to Ms***’s concerns regarding account
***. Ms*** indicated she is
receiving collection calls when her account became past due
According to
our records, Ms*** signed a 30-month retail installment contract
on
December 29, 2013. She agreed to have
the minimum monthly payment due on the 22nd 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 timely. It is practice for our company to
begin call attempts to assist consumers from falling behind on their
account. Ms*** 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. Additionally,
if Ms***’s pay date has changed, she may benefit from requesting a change
in her due date each month. We has that
she contact us if she would find this beneficial.
Although Conn’s
would prefer to keep the lines of communication open, we have placed a cease communications
of the telephone numbers associated with Ms***’s account as requested.
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 additional comments. Since Mr***’s last response that was received on 5/25/17, he spoke with a service manager at pm that same day. We show the service manager attempted to schedule Mr*** for serviceHowever, he refused. Again, at this time we are unable to honor Mr***’s request. Mr*** will need to contact Conn’s service at 1-866-266-to schedule an appointment to have his sofa assessed. Once the Me***’s sofa is assessed, we will be able to determine what further action is neededConn’s values Mr*** as a customer and appreciates him for bringing his concerns to our attention

Thank you for the opportunity to respond to Mrs***’s complaintAfter further review of Mrs***’s service needs, Conn’s has agreed to issue an exchange on her dishwasher and re-install the unitMrs*** may visit her nearest Conn's HomePlus location to reselect and schedule the
delivery and installation at her earliest convenience. We sincerely apologize for any inconvenience Mrs*** may have experienced during this process. If we may be of further assistance, Mrs*** may contact us at 1-866-765-1513.Kind regards,Dyeisha ***

Thank you for
the opportunity to respond to Ms***’ concerns regarding account
***. Ms*** stated she paid
her account off; however it is still opened.
According to
our records, Ms*** called our automated system on March 4, and
received a payoff
quote of $49.43. We
received Ms***’ payment on March 10, 2015.
Since the payment was posted to the account six days after Ms***
received the payoff quote, additional interest had accumulated on the
account.
As a one-time
offer and a goodwill gesture, we have agreed to honor the amount paid and to
close the account. As of October 15,
the account has a zero balance. Ms
*** will receive a close out letter in the mail within days of the
account closing. We have attached a copy
of her payment history for her records
We value Ms
*** as a customer and appreciate her for bringing her concerns to our
attention. Thank you,Cheryle S***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
Conn’s must expedite the check process!It is YOUR fault that you couldn’t repair the fridge I fully paid for, It was YOUR fault that you took a month to declare it was irreparable.it is YOUR fault that you didn’t pick up the old fridge when you promised you would! I talked to Josh from Dowlen branch and he said he was going to have it picked up! NO APOLOGY and NO EFFORT TO COMPENSATE FOR NOT KEEPING YOUR WORD. Almost 2months of no refrigerator, no offer of temporary replacement, no apology for your poor business practice and you call yourself a reputable?This will never be closed until you pay me fully for the price of the fridge, plus tax, plus the food loss!
Regards,

Thank you for the opportunity to respond Mr***’s concerns regarding his accounts. Mr*** stated he made a payment on his account but it was applied to the incorrect account. According to our records, Mr*** mailed in a payment for account ***0530; however, that
account was closed. On December 22, 2016, we moved the $payment from account ***to account ***Additionally, we reversed the late fees and credit marks that were assessed on the account due to the payment Conn’s values Mr*** as a customer and apologizes for any inconvenience he has experienced due to this matter. Thank you, *** Simmons

Thank you again for the opportunity to respond to Ms***'s concerns. As stated in our previous response, Ms*** faxed over a copy of the check on August 16, and it is currently under review. We ask that Ms*** please allow additional time for research.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 Mr***’s complaintOur records show on 12/13/15, Mr*** purchased the *** *** *** bedroom furniture which consist of eleven pieces (twin head/foot board, full head/foot board, rails, twin slats, full slats, stair ladder, dresser,
mirror, trundle, stair draw and stair bottom) and the *** *** sofa and loveseatMr***’s delivery was scheduled for 12/14/15, all items were signed acknowledging they were received in good order except for the sofa which was re-delivered on 12/16/15 in good order; there were no reports regarding missing merchandiseOur records show Mr*** did not contact us regarding missing items until 7/6/16 but was informed that he signed the delivery ticket stating all items were received in good orderAt that time, we also had the warehouse manager check inventory and were advised that we did not have an overage or shortage of the item Mr*** stated he did not receiveMr*** has been advised that we cannot credit his account; our records indicate that all items were received. In regards to Mr***’s concern with his furniture, our records show on 4/18/16, Mr*** contacted service stating the loveseat is not recliningA service appointment was scheduled for 5/6/16; during the inspection the serviceman found a new mechanism and trigger switch was needed for repairsOur records show the parts were delivered to Mr***’s residence on 5/20/16 but the serviceman was unsuccessful contacting him to schedule an install dateWe show Mr*** contacted service on 6/7/16 to schedule installation and was informed the next available date was 6/23/16 but he refused service stating he is only available on Monday’sMr*** was informed due his service area we only had technician available Tuesday-SaturdayMr***’s appointment was re-scheduled for6/29/16; during the appointment the serviceman found the incorrect trigger was sent but was able to use the old trigger to repair the left recliner properly However; the serviceman notated that a black cylinder that wraps around the springs is still need to complete the repairOur records show the part arrived at Mr*** residence on 8/3/16 and he was scheduled to install on 8/11/16 but re-scheduled his appointment for 8/23/Mr*** was contacted on 8/17/16 to re-scheduled due to the serviceman was unavailable on 8/23/16 but he declined to re-schedule his appointment therefore the service order was cancelled. Although we are unable to honor Mr***’s request; we will continue with any nessessary repairs needsMr*** has been contacted by our service department to schedule a date to install the parts he received on 8/3/16. 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 Mrs*** additional commentsBased on the serviceman’s report;
at the time of arrival no adults were present to complete repairsThe children
who were at the residence during the scheduled appointment informed the
serviceman that they were under age therefore; the serviceman was unable to enter
into the residenceMrs*** contacted us while the serviceman was at her
home and was ask if she could provide proof of age for children but she was
unable therefore; her service appointment was re-scheduledOur records show Mrs
*** is currently scheduled to complete repairs on her recliner on 8/29/
In regards to Mrs*** concerns
regarding the cleaning of her furniture; we show the serviceman last spot
cleaned both the sofa and loveseat on 5/16/We have no records showing Mrs
*** has contacted us regarding any further cleaning needed on her furniture since
they were last spot cleanedMrs*** has been advised on several occasions
that the FurnitureGard Plan only covers spot cleaning and was also provided a
copy of the FurnitureGard Plan at the time of purchase
If we may be of further assistance,
Mrs*** may contact Customer Service at 1-877-358-
Kind regards,
Jana ***

[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 received a confirmation code: *** when the account was paid forI believe the account number is ***.
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me