Alan J. Slobodnik, M.S.W.

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 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 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

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,

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

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

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,*** ***

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***

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

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 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 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

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 ***

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 Mrs*** additional comments. Since Mrs*** original response; her issue has been escalated to upper management. After reviewing Mrs*** service history we found that multiple parts were needed; which we were not able to receive in a timely manner. As of 1/19/17, an exchange request has been submitted and approved on 1/19/17 for Mrs*** to replace her washer. We can confirm Mrs*** is currently in the schedule to have her new washer delivered on Friday (1/20/17) . We sincerely apologize to Mrs*** for any inconvenience that she has experienced during this process. If we may be of further assistance, Mrs*** may contact our Customer Service Department at 1-877-358-1252. Kind regards, Jana ***

Thank you for the opportunity to respond to Ms***'s concerns regarding her Conn's account. Ms*** stated she was charged a return check fee and she would like the fee reversedWe are unable to locate an account with the information provided by Ms***, as the address and telephone
number provided by Ms*** is not in our records. If Ms*** would like to provide an account number, last four of her social security number, or a telephone number that is associated with her account, we will be happy to research her concerns further. Thank you, Cheryle ***

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 ***

Thank you for the opportunity to respond to Mrs***’s complaintOur records show on 12/21/15, Mrs*** purchased the *** *** *** *** sofa and loveseat which comes with a 1-year limited manufacturer’s warranty; no additional coverage was purchased. We researched Mrs
***’s service history and that she contacted our service department on 12/19/16 stating the cushions is sinking in on both unitsA service appointment was scheduled for 12/27/16; during the inspection the serviceman found the left and right cushion cores on the loveseat is collapsing as well as the center and right cushion cores on the sofaWe order the parts through the manufacture and Mrs*** was scheduled to install on 1/21/The serviceman removed the old cushion cores on both units and installed the new cores to complete the repairsHowever; the serviceman reported that the seat cores for the loveseat was defective and needed to be re-orderedOur record show we re-ordered new cushion cores from the manufacture for the loveseat on 1/24/17; once received the new cores were installed on 2/25/We show Mrs*** contacted us on 2/27/17 stating she also received cushion cores for her sofa however; the serviceman did not install the parts during his visitA new service order was created to only install the cushion cores Mrs*** received for her sofaThe serviceman returned to Mr***’s residence on 3/18/17 and installed the new core however; Mr*** stated she was still not satisfied with the repairsAfter further review of the serviceman’s report and photos taken before and after installation of the new cushion cores on both units; Mrs*** was contacted and informed that the unit is up to manufacturer’s specifications. At this time we are unable to honor Mrs***’s request; as of 3/18/17 both units have been successfully repaired as listed under the Terms and Conditions of the manufacturer’s warrantyMrs*** has been advised that her manufacturer’s warranty expired on 12/21/16 and no additional coverage was purchased to review further options. We have attached photos of both units after repairs were completed. If we may be of further assistance, Mrs*** may contact Customer Service at 1-877-358-1252 Kind regards, Dyeisha ***

Thank you for the opportunity to respond to Ms***’ concerns regarding account ***Ms*** stated she paid her account balance in full and the account should be closed According to our records, Ms*** made two payments on her account on August 1, in the amounts of $and $This overpaid her account by $On August 31, we refunded the amount of $1012.56. On December 27, we received a credit card charge back from MS***’ credit card in the amount of $1013.23. Both payments made on August 1, were reversed causing Ms***’ account to reopen. We have included a copy of her payment history for her records. Conn’s respectfully disagrees that the account should be closed as both payments were returned. Although Conn’s would prefer to keep the lines of communication open, we have placed a cease communications on the telephone numbers associated with your account Conn’s values you as a customer and appreciates you for bringing your concerns to our attention. Thank you, Cheryle S***

As you can tell I asked for help in the daysThey only tell you the part they wantThey would not exchange my defective refriAlso lies: Why would I ask for help and then cancel it? Why would the 1st service call say it needs a new ice machine then I canceled the call so they could not fix it but then the next service call they say it only needs new filtersNone of this makes senseNow that I refuse to make my payment and contancted you they call me at least times a day and I am not kiddingThis is harassmentThey also have now scheduled an appointment this satAgain a waste of timeThis is the 4th service call with nothing doneI am not holding out much hope