Alan J. Slobodnik, M.S.W.

Thank you for the opportunity to respond to Mr***’s complaintOur records show on 8/15/15, Mr*** purchased two *** recliners and the *** *** black chest all with a 48-month FurnitureGard Plan. We reviewed Mr***’s complaint and found his items were delivery on
8/18/During delivery; our delivery drivers notified their warehouse manager that both chairs were damaged by other movers that where in Mr***’s residence upon delivery and witnessed the damagesThis information was brought to Mrs***’s attention while our delivery team was still at their residenceMrs*** did informed our warehouse representative that she was not sure who caused the damages but was ok with receiving the items and would contact us once her spouse check the items if neededOur records show Mrs*** later contacted us on 8/27/stating both recliners were damaged and the chest was dentedWe have forwarded Mr*** complaint to upper management for further reviewAlthough we are unable to confirm who caused the damages during delivery, Conn’s has agreed to exchange both recliner and the chest as a gesture of goodwillMr*** is currently scheduled for delivery on 9/19/We sincerely apologize for any inconvenience Mr*** experienced during this process. We have included supporting documents with our response. If we may be of further assistance, Mr*** may contact Customer Service at 1-877-358-1252. Kind regards, Dyeisha ***Customer Relations

Thank you for the opportunity to respond to Mrs*** complaintOur records show on 2/28/16 Mrs*** purchased a *** hear/air conditioner which comes with a 1-year limited manufacturer’s warranty. We researched Mrs*** complaint and found that she contacted our service
department on 12/5/16 stating the unit was not heating and only blowing cold airA service appointment was scheduled for 12/13/16; during the inspection, the technician found parts were needed for repairOnce we received the parts the technician returned to install on 12/22/16; during installation, the freon line while we attempted to move the evaporator coilThe technician took the unit into the service center to complete further repairsOnce we replaced the heater and repaired the broke line and the unit was returned to Mrs*** residenceWe show Mrs*** contacted service again on 1/19/17 stating the unit freezes upA service appointment was scheduled for1/25/17; during the inspection, the technician found the unit was leaking freonMrs*** unit was taken to our service center for repairs; the technician repaired the leak on the process stub re-gassed and tested the unit Our service department attempted to contact Mrs*** on 1/27/17 to schedule delivery for her repaired unit but was unsuccessfulMrs*** may contact our service department at 1-855-266-6349 to schedule an appointment to have her unit delivered. 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 W***

We did load a Uhaul for the *** on 9/28/ She claims on of our workers hopped in her Uhaul and moved it and in the process hit their mailbox and broke it The person she allowed to drive her Uhaul is not a licensed driver for our company he is a helper He did not hop
into the Uhaul on his own he was asked to moved the Uhaul when in fact they should have been moving their own Uhaul It had nothing to do with our truck or our driver At that point it is a matter between you, the person you asked help to move the Uhual, and automobile insurance because it was a accident in a vehicle Well they talked and the helper said he would make sure its fixed and even went to pick it up get it fixed through someone and replaced it back to its state Taking pictures and sending it to the customer as proof Than they calll us back a week or so later saying the mailbox is on the ground and they want us to fix it Well now the helper that was involved is no longer working with us and they want us to be responsible for their problem It didnt happen in my truck, it didnt happen with my driver, they gave the keys to the helper without asking questions when they should have moved their own Uhaul All that being said we called someone to get the mailbox fixed and they have replaced it with a new one Which I have forwarded the invoice to the customer and would like us to split the cost, total cost was $

Thank you for the opportunity to
respond to Mrs***’ additional comments. We sincerely apologize to Mrs***’
for any confusion caused by the multiple calls. Her concerns have been addressed by our management
team to ensure we provide the quality customer service we strive for within
our organization
If we may be of further
assistance, Mrs***’ may contact our Customer Service department at 1-877-358-
Kind regards,
Kathryn J***
7/11/
Complaint
My husband (*** ***) and I purchased a refrigerator and a stove for our homeWhen the stove was delivered the installer broke our counter top in our kitchen and scratched the stoveSome damage was already seen on the stove which resulted in a 20% discountBut after the additional damage was
done to the stove and our counter tops, we called and asked them to remove the stoveWe were expecting a call back within the day but never heard back from the managerAfter a while of waiting we called and the distribution center manager Brian offered us $for the damage and said to call the store regarding the return of the stoveWe were not satisfied with the offer and was going to follow up with my father *** *** (the owner of the house) regarding proper reimbursementMy husband spoke to Rodney the manager at Conn's on May, 21st about not hearing back from anyone regarding the return of the stoveThe manager said that the district manager Cruz S*** would call regarding the issueA few weeks later he spoke to another manager regarding the same issue with a more positive attitude for the solutionShe informed Hector that she would forward the information to Cruz S*** againAt this point he informed the manager that we are recording the calls for our recordsToday on 6-9-2015, Hector spoke to Rodney again while recording the call and informing him of it to see where we were on this matter and he suggested that Cruz was j*** not making an effort to callHe then recommended that we j*** file a claim to the Revdex.com for further assistance because they were not going to try to help any longer
Desired Resolution
This situation is out of hand and their terrible reputation here in *** really makes sense to usThe lack of c***omer service has us j*** wanting to return the stove and be reimbursed on the financing that we have already started paying onWe will j*** keep the fridge and purchase our
stove elsewhereAs for the counter top, I believe that half to all of the cost would be considered a fair resolution due to lack of sense of urgency and help
Thank you to whomever is assisting us with this issueAll the pictures and recording can be provided upon request
Consumer Business Dialog

Thank you again for the opportunity to respond to Mr***'s concerns regarding his account. We have included another copy of Mr***'s signed "cash-option" acknowledgement page.Mr*** will need to contact our customer service department to obtain an up-to-date payoff quoteAgain, Conn's appreciates Mr*** for bringing his concerns to our attention

Thank you for the opportunity to respond
to Mrs***’
complaintOur records show on 6/6/15, Mrs*** purchased a ** High
Efficiency washer and dryer both with a 24-month Repair Service Agreement
Mrs***’ delivery was scheduled and received in good order on 6/29/
We researched Mrs***’ complaint and found she later
contacted our delivery department the same day (6/29/15) stating her floors
were floodedOur delivery department sent out a representative the following
day (6/30/15) to inspect the unitDuring inspection, the representative
found there was a functional failure with the washer and Mrs***’ floors
were dampAn exchange request was submitted and Mrs***’ delivery was
scheduled for 7/3/15. Mrs*** was
contacted by our Customer Relations Officer regarding her concerns and was
advised that our Risk Management Department had open a claim to investigate
the allege damage to her apartment floorsWe suggested that Mrs***
contact someone in her area to extract the water if she felt it was excessive
and mitigate any additional damage. Mrs
*** was also advised that if the claim was approved then she would be
reimbursed. Mrs*** was not satisfied
with our response and demanded the exchange and to close her Conn’s account
without her paying for the merchandise.
Her request was deniedShe then requested to return the product oppose
to an exchange and demanded the drivers be there at a.m. We agreed to honor her request however we
were unable to guarantee the drivers would be there at a.m. Although we could not guarantee a.mwe advised
we would be there on 7/3/as early as possible. Mrs*** was provided via email her claim
number the adjusters contact information to check the status
As requested Mrs***’ washer and dryer was picked up on
7/3/and her account has been closed
If we may be of further assistance, Mrs*** may contact our
Customer Service department at 1-877-358-
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 Basically Conn's needs to take responsibility for their actionsI DID NOT STATE THAT I CANCELED OR RETURNED ANY ITEMSTHE INSUBORDINATE EMPLOYEES AT CONNS SOLD THE ITEMS I SELECTED TO ANOTHER CUSTOMERAS STATED BY MRSS*** (WHO ALSO APPEARS TO BE INSUBORDINATE) SHE WAS INVESTIGATING THE MATTER AND WAITING ON A RESPONSE FROM THE MANAGER OF THAT STORE BECAUSE MY ITEMS SHOULD NOT HAVE BEEN SOLD TO SOMEONE ELSEI am very upset reading MrsS*** response to the matter here after speaking to her on the phone which she apologized for that because it took a month, but the audacity of her on behalf of Conn's to respond in such a way that I look like the responsible partyI made several complaints about this matter through their own system and visited the store about a mistake that they made and would not correctSo for MrsS*** to say as a measure of goodwill she was rewriting my contract is like a slap in my faceHow dare you lady, you really have no integrity about yourself or the situationYou rewrote the contract because YOUR COMPANY WAS COMMITTING FRAUD BY CHARGING A HIGH RATE THAT REFLECTED THE ITEMS I NEVER RECEIVEDIn MrsS*** response paragraph one she states I returned some merchandise and in paragraph two she states I canceled some items, and clearly my complaint is based on the fact that CONN'S SOLD THE MERCHANDISE BEFORE I EVER TOOK POSSESSIONAlso this merchandise was from a clearance center that although not posted anywhere in the store, does not accept returns so why are you lying MrsS***? I'm still being charged for Conn's insurance when I have my own renters insurance, explain that?
Regards,
Mrs***

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,
This complaint was specifically about receiving an emailshowing a zero balance in my account!

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. Thank you for the opportunity to respond to Ms***’ complaint. Our records show on 7/21/17, Ms*** purchased a *** gas range that came with a limited 1-year manufacturer’s warranty and a *** *** microwave that also came with a limited 1-year manufacturer’s warranty. Ms***’ appliances were delivered on 7/23/as requested After researching Ms***’ complaint, we were able to confirm that her purchase did meet the qualifications to receive no interest until 2020. Ms*** was contacted on two separate occasions regarding her complaint dated from 10/13/and 10/16/17. Ms*** was informed we would contact *** *** with our findings and the correct interest term on her account should reflect within two billing cycles. Again, we sincerely apologize to Ms*** for any inconvenience she may have experienced during this process. Conn’s values Ms*** as a customer and appreciates her for bringing her concerns to our attentionSincerely, Customer Relations

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 did not close According to our records, Ms*** made her final payment on her account on February 24,
2017; however, due to a system error, the account did not close. As of March 27, 2017, Ms***’s account has been closed. A close-out letter was mailed to the address on file 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 *** *** concerns regarding account *** *** *** stated she paid her account balance in full, but the account remains open. According to our records, *** *** made her final payment on April 28, 2016. The
account is in process of closing. We ask that *** *** please allow 10-business days for the account to close. Once the account has closed, *** *** will receive a close-out letter in the mail within days of the account closing date. Conn’s values *** *** as a customer and apologizes for any inconvenience she has experienced due to this matter. Thank you, Cheryle S***

Thank you again for the opportunity to respond to Mr***'s concerns regarding his account.We have no record of receiving a copy of Mr***'s homeowner's or renters insurance. Mr*** may fax a copy of his homeowners’ or renter’s insurance declaration page to our insurance department at 855-593-5465. We ask that he notate her Conn’s account number on the fax for faster processingOnce we receive proof of insurance, a credit insurance will be applied to the account

Thank you for
the opportunity to respond to Ms***’s concerns regarding account
***. Ms*** stated she was
charged a $NSF fee and she would like
the fee refunded. According to
our records, Ms*** scheduled a payment in the amount of $to post to
her account on March 16, 2016. That payment
was returned by Ms***’s financial institution due to the account being
closed. We are unable to
reverse the NSF fee, as Ms*** scheduled the payment through the webpay
service. We have attached copies of Ms***’s
payment confirmation and payment history for her records. Conn’s values Ms
*** as a customer and appreciates her for bringing her concerns to our
attention. Thank you,Cheryle ***

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: She contacted us for service on her new refrigerator and the technician told her the unit was defective but we refused to help. Our investigation reveals that: Ms*** refused to allow service repairs on her refrigerator and was advised to contact the manufacture for further assistance. Our records show on 9/24/17, Ms*** purchased a *** French door refrigerator and elected to purchase a 36-month Repair Service Agreement PlanMs***’s refrigerator was delivered and received in good order on 9/26/17. We researched Ms***’s complaint and found that she contacted our service department on 10/9/stating the seal on the refrigerator is not closing correctly and ice is formingA service appointment was scheduled for 10/13/During the inspection the technician found a new seal door was needed for repairOnce we received the part, Ms*** was contacted by the service department to schedule installation but refused to schedule a date and requested an exchangeMs *** was informed that the refrigerator did not meet the qualification for an exchange at this time but she could contact the manufacture for further assistance. We contacted the manufacture on Ms***’s behalf and were informed that their service technician re-adjusted the gap in the top of door to complete repairs At this time Ms***’s refrigerator does not meet the qualifications for an exchangeBased on the manufacturer’s report, the unit has been successfully repaired Conn’s values Ms*** as our customer and appreciates her for bringing this matter to our attention.Sincerely,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
[Provide details of why you are not satisfied with this resolution.]
Regards,
conns is luing on me I reported problems with tv on 11/18/the day after I bought tv and had to wait additional days and weeks for service tech to come to my home , this is the total direpect I have had to put up with from conns they lying and deneying responsibility that this tv is defective from the factory, they have been giving me the run around from day onethe only way I will go back to conns for a tv if they agree to exchange tv or credit my account what is charged for tv , I have tried to compromise several times with this company

Thank you for the opportunity to respond to Ms***’s concerns regarding account ***. Ms*** stated she did not authorize a payment for July 27, and she would like the *** fees refunded. According to our records and recorded calls, we contact Ms*** on July
12, 2016. She authorized a payment in the amount of $to post on July 15, 2016. She stated she could make an additional payment on July 27, 2016. The agent informed her that he scheduled the payment for July 15, 2016. The agent then stated he was going to schedule the second payment in the amount of $to post on July 27, and confirmed the last four digits of the checking account and Ms*** agreed. We are unable to refund the *** fees, as Ms*** authorized both payments. Additionally, both payment confirmations were sent to the email address Ms*** provided. 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 MrsFerguson’s complaint.After investigation into this Complaint, we have deteremined that Conn's cannot cover this product due to insect infestation during MrsFergusan use, which is excluded under our RSA terms The details are contained
below. I Our records show on 1/24/16, MrsFerguson purchased a *** *** *** with a 37-month Repair Service Agreement w/Accidental Damage. MrsFerguson received a copy of Conn’s Return & Exchange Policy at the time of purchase. Our Return & Exchange Policy state: A consumer has 14-days from the date the item is received to return or exchange (computers, computer equipment, and accessories) with the required 15% restocking fee and if your product fails while under manufacturer's warranty or Conn's RSA, Conn's Factory Authorized Service will repair your product according to these warranties. MrsFerguson also signed her invoice acknowledging that she received a copy of the RSA & ACCIDENTAL DAMAGE brochure and that she understood the coverage associated with the covered product. MrsFerguson elected to pick up her desktop from our Lufkin, TX location ***
*We researched MrsFerguson’s complaint and found that she contacted us on 6/16/16; stating her desktop would not power on. Based on the problem description, MrsFerguson was advised to take bring her desktop into service or her nearest Conn's store. Once the unit was received by service; the technician ran a diagnostic test. The hardware tested ok no defects were found; the technician was unable to duplicate the problem MrsFerguson had experienced MrsFerguson contacted us again on 4/19/17 and brought her computer to the store for repairs MrsFerguson indicated the hardware was not working. Once the Conn’s store associate received the unit; he discovered the unit was infested with insects droppings on the keyboard and monitorMrsFerguson was later advised that we were unable to send her unit to service due to the infestations. *Per the Terms and Conditions of MrsFerguson’s Repair Service Agreement: Exclusions: This Agreement excludes (a) damages caused by failure to maintain proper operating fluid levels, insect infestations or by other improper or negligent use of the products To ensure transparency, this information can also be found on Conn's website at http://www.conns.com/rsa-tc. At this time we are unable to honor MrsFerguson’s request. If we may be of further assistance, MrsFerguson may contact our Customer Service Department at 1-877-358-1252. Kind regards, J*** AndrewsCustomer Relations

Thank you for the opportunity to respond to Ms***’s concerns regarding account ***. Ms*** stated she has renters insurance and did not want additional insurance coverage on his account. Additionally, she stated she and her references are being harassed.
According to our records, Ms*** signed a 24-month retail installment contract on September 16, 2016. She agreed to have her minimum monthly payment due on the 16th 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 Ms*** contact us if she would find this beneficial. 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 dateAll other insurances are optional. Ms*** signed the General information page and the Freedom to choose page regarding the insuranceWe have included copies of her signed retail installment contract, General Information Page and Freedom to choose page for her records. Ms*** may fax a copy of her homeowners’ or renter’s insurance declaration page to our insurance department at 855-593-5465. We ask that she notate her Conn’s account number on the fax for faster processing. Ms*** filled out her credit application through Conns.comThe approval email Ms*** received instructed her to bring in a copy of her homeowner’s or renter’s insurance declaration page at the time of purchase. Conn’s respectfully disagrees that it has harassed Ms*** or relatives. Ms***’s first payment was due on October 16, 2016. Call attempts began on October 17, regarding the past due balance on the account; however, we were unable to reach Ms***. On October 19, Ms*** contacted us to schedule her payment. No additional calls have been placed since that date. We have no record of call attempts made to Ms***’s references. Ms*** also stated she would like correspondence from *** *** regarding a credit application. Ms*** will need to contact *** *** directly, as Conn’s does not have access to their records. Conn’s values Ms*** as a customer and appreciates her for bringing her 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.]
Regards,
Have the salesman send me the gift cards he promised, simple as that

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) that she contacted service for repairs, when the technician arrived he stated he did not know how to work the unit washer; 2) that she called for repairs a second time and technician informed her that she would need to use high water level all the time and only use bulk cycles; and 3) she wants to exchange the washer with another washer of her choosing Our investigation reveals that: 1) during the service call on 11/14/16, the first technician followed the correct process by contacting a manufacture technician who reported that the unit was functioning properly according to specifications; 2) during the inspection on 04/04/17, the technician checked the operating system, did not find a functional failure with the unit, advised Ms*** not to use a lot of soap, and explained that the low water level normal; and 3) we will continue with repairs as the washer does not meet the qualifications for an exchange at this time Our records show on10/16/16, Ms*** purchased a *** High-Efficiency washer and elected to purchase a 48-month Repair Service Agreement PlanAfter further review of Ms***’s complaint, we show she has had two completed service calls on her washer, however no functioning failures were found Ms*** is currently scheduled to have a technician assess her repair needs on5/08/Once the technician inspects the unit, we can determine what further actions may be requiredAlthough Ms***’s washer does not meet the qualification for an exchange, we will continue with any covered repairsConn’s values Ms*** as a customer and appreciates her for bringing her concerns to our attention