Alan J. Slobodnik, M.S.W.

Thank you for the
opportunity to respond to *** *** complaintOur records show on 3/29/15,
*** *** purchased a *** 65” Smart TV which came with a 1-year limited
manufacturer’s warranty; no additional coverage was purchased
We reviewed *** *** complaint and found
he contacted our service department on 4/11/
stating the television will not turn offA service appointment was scheduled
for 4/15/15; during inspection the technician found parts needed to be ordered
to complete repairOur records show the parts were on backorder therefore; the
manufacturer approved an exchange on the televisionWe no longer had the
original model *** *** purchased therefore; he was approved to re-select
another television up to $(the original amount paid)
*** *** was contacted
regarding his concerns and Conn’s agreed to deliver his new TV at no additional
charge. We show *** *** new
*** 55” 4K Smart TV was delivered on 5/31/and received in good orderWe
appreciate *** *** for bringing this matter to our attention and we
sincerely apologize for any inconvenience he experienced as a result of delay
If we may be of further
assistance, *** *** may contact Customer Service at ***
Kind regards,
Dyeisha W***

Thank you for the opportunity to respond to Mr***’s complaint. As stated in our previous response our records indicate that Ms *** has received compensation for her inconveniences. The products have been replaced and we have refunded all delivery and installation feesConn’s cannot take responsibility for lost wages. Insurance documents must be provided at the time of purchase or sent in to Conn’s Insurance for cancelation Mr*** has been provided a copy of the cancellation form to complete Kind regards, Kristal ***

Thank you for
the opportunity to respond to Mr***’s concerns regarding account
***6853. Mr*** stated Conn’s
processed a payment without his consent
According to
our records and recorded calls, Mr*** was contacted by our collections
department on October 9,
2015. He was
offered a payment program to bring his account currentThe payment program required one payment be
made in October and one payment be scheduled for November. Mr*** authorized the October payment to
be processed on October 13, 2015.
Additionally, Mr*** authorized the second payment to be processed
on November 14, 2015.
Conn’s
respectfully disagrees that we processed a payment without Mr***’s
authorization, as Mr*** verified the payment method and confirmed the
dates he wanted the payment to process.
We have attached a copy of the payment confirmation for his
records.
We value Mr
*** as a customer and appreciate him for bringing his concerns to our
attention. Thank you,Cheryle S***

Conn Appliances, Inc(“Conn’s”) appreciates the opportunity to respond to Ms***’s concernsWe have a more than 120-year history of quality customer service and satisfaction, and we would not want anything to impair that recordAs a reminder, Ms*** may contact Conn’s regarding
questions by calling our Customer Service Helpdesk at 1-877-358-1252, or on-line at www.conns.comMs*** has stated in the complaint: 1) She was informed by the serviceman that her furniture had a manufacturer’s defect but has been getting the runaround regarding the findings; and 2) She is requesting to return the furniture for a refund Our investigation reveals that: 1) The serviceman’s reports indicated that a small gap was found between the furniture but the unit is up to manufacturer’s specifications; and 2) We agreed to return the items and process a refund as a gesture of goodwill We researched Ms***’s complaint and found that her issue has been addressedWe agreed to return the furniture and issue a refundOur record show Ms***’s furniture was picked up by our delivery team on 7/28/and we processed a refund of $to Ms***’s *** account We sincerely apologize for any inconvenience Ms*** experienced during this process Conn’s value Ms*** as a customer and appreciates her for bringing this matter to our attention

Thank you for the opportunity to respond to Mr***’s additional commentsWe provided a photo of the new dishwasher that was delivered and signed acknowledging the item was received in good order on 8/4/Mr*** contacted us to express his concerns that the dishwasher was previously owned; however we have confirmed that Mr*** received a new dishwasher by his serial numberWe also attached a copy of the technician’s finding and based on the report during the last service appointment on 8/26/15; Mr*** was advised on the proper use of a rinse agent to help assist with better drying performanceThere were no reports of any functional failures with the unit and no parts were needed for repairsWe have no records indicating the manufacture deemed Mr***’s dishwasher as defective; however he may supply supporting documents from the manufacture verifying this information for further reviewMr*** may also contact our Service Department at *** to have a different technician re-assess his dishwasher for a second opinionAlthough we are unable to honor Mr***’s request for an exchange; he still has the option to return/exchange the dishwasher with the required 15% restocking fee by (10/4/15). After further review, we did not find where Mr*** has contacted us or mentioned any damages to his range prior to receiving his original complaint. We have attached a copy of Mr*** original delivery ticket and the exchange delivery ticket with our response. If we may be of further assistance, Mr*** may contact Customer Service at ***.Kind regards,Jana A***Customer Relations

Conn Appliances, Inc(“Conn’s”) appreciates the opportunity to respond to Mr***’ concernWe 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, Mr*** may contact Conn’s regarding questions by
calling our Customer Service Helpdesk at 1-877-358-1252, or on-line at www.conns.com. Mr*** has stated in the complaint: He was told that he could return his merchandise within 30-days but when he attempted to return his merchandise we refused to accept the return;He provided the information needed to remove the insurance but was informed we would not rewrite a new contract or his payments would not be lowered; He is requesting to return the items that qualified within his 30-day time frame; andHe is requesting to have his payments adjusted Our investigation reveals that: Mr*** was able to return his HD mount kit within the 30-day time-frame;Mr*** submitted his insurance cancellation request on 1/10/and signed his document acknowledging that he understood the that the credit would reduce his account balance but will not reduce his monthly payments;Besides the mount kit, we have no records indicating that Mr*** requested to return any additional items within his 30-day of purchase therefore we are unable to honor his request; andWe are unable to honor Mr***’ request. Our records show on 11/29/17, Mr*** purchased a 75” *** TV, a *** Sound Touch, a *** Subwoofer and a HD Mount kitAt the time of purchase, Mr*** signed his contract agreeing to purchase Conn’s Insurance coverage which is optionalWe show Mr***’ items were delivered in good condition on 12/3/ We researched Mr*** complaint and found on 12/11/17; Mr*** returned his HD mount to his local Conn’s stating he no longer needed the itemWe show Mr*** paid the required 15% restocking fee of $and a credit of $was applied to his accountWe have no further records showing that Mr*** has contacted us within the 30-day time frame to return any of the remaining items he purchased Our records show we received Mr***’ request to remove the property insurance that he elected at the time of purchaseWe show the coverage has been removed and a credit of $was applied to Mr*** account balance on 1/10/ At this time we are unable to honor Mr***’ request to reduce his monthly paymentsAs listed on the Insurance Cancellation Request form the following is stated: “I am requesting that the above insurance coverage be removed from my accountI understand that the credit will reduce my account balance, but will not reduce my monthly payment” Conn’s value Mr*** as our customer and appreciates him for bringing this matter to our attention Sincerely, Conn’s Inc

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 was provided a service date via email, but the technician did not show up; 2) request to upgrade her television; 3) receive a mount at no additional charge; 4) offer a warranty at no additional cost; and 5) she requested to be contacted by the service manager and someone from corporate but has not received a call Our investigation reveals that: 1) Ms*** was scheduled to have a technician attempt a remote diagnose on 5/2/17; 2) an exchange was initiated according to the terms and conditions of the warranty purchased; 3) we were unable to honor request, the mount was an optional accessory; 4) we were unable to honor request the warranty with fulfilled once the product was exchanged; and 5) a representative from our corporate office attempted to contact Ms*** on 5/8/but was unsuccessful and could not leave a voice message to return the call Our records show on 10/6/16, Ms*** purchased a 65” *** ** *** *** TV and elected to purchase a 25-month Repair Service Agreement with Accidental Damage Coverage Plan We researched Ms***’s complaint and found that on 4/28/17, she submitted a request for service on her television using our online service portalWe show Ms*** contacted our Service Department on 5/2/stating she received an email confirming she had a service appointment scheduled for that day. Ms*** was advised that the appointment for that day was scheduled to have a remote technician contact her between 8-pm in an attempt to diagnose the unit by phoneMs*** requested to have a technician come out to her residence that day to assess the unit because she already made arrangement to be off based on the email she received Our records show we attempted to accommodate Ms***’s request but did not have a technician available for an in-home inspection until 5/4/ On 5/4/17, the technician contacted Ms*** and, based on the description of the issue, he determined a new screen was needed and requested that she send photos of her television for additional documentationAfter reviewing the photos provided by Ms***, it was determined that the screen was cracked; therefore, on 5/8/she was approved for an exchange as listed under the Terms and Conditions of the Repair Service Agreement Our records show Ms*** contacted our Customer Service Department to express her dissatisfaction regarding her service appointmentWe attempted to contact Ms*** but were unsuccessful and could not leave a voice messageWe show Ms*** was mailed a $gift card due to the inconvenience Our records show Ms*** initiated her approved exchange on 5/12/Ms*** re-selected the same television and elected to purchase a Z-line mountMs*** also purchased an additional 25-month Repair Service Agreement Plan for her new televisionWe show a new credit application was submitted to finance the difference in price on Ms***’s account which required a 5% down paymentMs*** was advised that the down payment cannot be waived as it was required to complete the credit purchase that she was approved for by Conn’sWe show Ms*** picked up her television from our Conn’s located in Houston, TX in good order At this time we are unable to honor Ms***’s request to upgrade her television, receive a mount at no additional charge or offer a warranty at no additional cost. We have spoken with Ms*** regarding her concerns and offered a final concession of $to her account in efforts to resolve Conn’s values Ms*** as a customer and appreciates her for bringing her concerns to our attention

Thank you for the opportunity to respond to *** *** concerns regarding account ***. *** *** stated she made a payment in January but it was applied to the wrong account. She stated She received a credit mark due to the errorShe would like the credit mark removed as well
as her “cash-option” reinstated. According to our records, *** *** signed a 32-month retail installment contract on March 24, 2015. That contract included our 12-month no-interest financing (“cash-option”). On January 20, *** *** scheduled her payment through our online webpay service. She applied the payment to account ***instead of account ***. We have included a copy of *** *** payment confirmation for her records. On February 14, she informed us that the payment was applied to the incorrect account. On February 24, the payment was moved from account ***and applied to account ***. We have included a copy of *** *** payment history as verification the payment was moved at her request. Our records do not indicate that *** *** has received a credit mark on the account. If her credit report reflects something different, we ask that she fax a copy of her full credit report for review. She may fax the report to 877-404-2434. We ask that she include her account number on the fax for a quicker response. We are unable to reinstate *** *** “Cash-option” as payments were not made timely on the account. We have included a copy of *** *** signed “cash-option” addendum outlining the terms and conditions she agreed to regarding the “cash-option”. Conn’s values *** *** as a customer and appreciates her for bringing her concerns to our attention. Thank you, Cheryle ***

Thank you again for the opportunity to address Ms***'s concerns regarding her account. As stated in our previous response, extensions assist customers in bringing their accounts current, they do not reverse any negative credit marks assessed on the account due to payments not being made timely. We have included a copy of Ms***’s payment history for her records. Conn’s is obligated to report factual information to the credit bureaus and we are unable to remove the 30-day credit mark assessed on the account due to payments not being made timely on the account

Ms*** has requested that the overpayment amount be refunded to her instead of having it applied to her opened account. We are in the process of reversing the payment on account ***2070. Once that payment has been reversed we will submit the request to have the overpayment amount refunded to Ms***We ask that Ms*** please allow up to days for processing

Conn Appliances, Inc(“Conn’s”) appreciates the opportunity to respond to Mr***’ 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, Mr*** may contact Conn’s regarding questions by
calling our Customer Service Helpdesk at 1-877-358-1252, or on-line at www.conns.com. Mr*** has stated in the complaint: 1. He purchased a bedroom set that was supposed to be delivered, but we were a no call no show on several occasions; and 2. He is requesting to have furniture delivered by 10/2/ Our investigation reveals that: 1. During the initial delivery, no one was available at the time of delivery, and we were unable to contact him on the phone number provided; 2. Mr***’ furniture was successfully delivered on 10/2/ We researched Mr***’ complaint and found on 8/28/17; he elected to purchase the Denver King bedroom set which was scheduled for delivery on 9/29/On the day of delivery, we show no one was available to receive the items, therefore; Mr*** delivery was re-scheduled for 10/1/However; due to a schedule conflict with our delivery department we show Mr***’ delivery was re-scheduled for 10/2/Our records show we spoke to Mrs***’ on 10/1/and offered a delivery concession of $due to the inconvenience which was acceptedWe show Mr***s furniture was successfully delivered on 10/2/and no further issues were reported We sincerely apologize for any inconvenience Mr*** experienced as a result of the delay Conn’s values Mr*** as a customer and appreciated him for bringing this matter to our attentionSincerely, Conn’s Inc

[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 Sent: Tuesday, September 01, 4:PM Subject: Re: You have a New Message from Revdex.com Regarding Complaint #*** Thank you so much for your helpIt only took one letter from you for them to realize that I was not going away

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 money that they are refunding is rightfully mine. The charge for the slates is already factored in the contract. Which means I'd paid for them twice. Secondly, the price difference was also partially because of being invoiced the wrong item, which was more expensive. So, they shouldn't make it seem like they've done me any favors. I had to drive thirty-five minutes one-way to get slates I should have had days before. I see that they say it was a sales error, but that also makes it a Conn's error because that salesman represents Conn's. So, thanks Conn's for making my move after Harvey even more stressful than what it had to be. That whole fiasco put me a day behind. I will say that when I got to the warehouse, they'd originally told me I would have to wait an hour. When I told them the situation, one of the workers went to the back and got the slate kit for me. That was the only plus in this whole situation. However, that wasn't enough to keep my business. This will most likely be my last purchase from Conn's and I will be sure to tell everyone I know of how Conn's escalated a minor situation into a huge production
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.Although my machine was replaced, it was not replaced in the timeframe you set forthHours were spent on the phone, hoursDays were being spent away from work waiting for numerous technicians and deliveriesWhen we would call, the departments would no record of what we were talking about We would be cold transfered and hung up onNo department would help usAfter finally receiving our replacement, the person who delivered it was unable to install it so it sat in our garage for two days until another person could come install the machineWe were not advised of delivery times the day before, instead the day of within a few hours of arrivalThis meant we had to take the entire day off work three times to deal with deliveryThe way we were treated by Conns is unacceptableIt caused much anger and anxietyNot to mention the loss of time spent on the phone and time at homeTime that should have been spent with family was spent in the phone with ConnsThe entire transition took over two weeksA request was made within hours of receiving the machineThis is the worst experience I have ever had with any companyConns has the motto "Great Service at Conns", but it seems Conns has made no attempt to make sure we were satisfied.
Regards,
*** ***

Thank you for the opportunity to respond to Mrs***’s complaintWe researched Mrs***’s complaint but were unable to find where she has contacted us regarding any issues she is experiencing with her television purchased on2/13/15or her air conditioner purchased on7/2/As of2/13/16,
Mrs***’s television is no longer covered under manufacturer’s warranty and no additional coverage was purchasedMrs***’s air conditioner is covered under a 1-year limited manufacturer’s warranty until7/2/ In regards to Mrs***’s complaint for her ***, our records show she purchased the *** ** *** on4/23/16and also elected to purchase a 37-month Repair Service Agreement PlanMrs*** contacted our service department on 5/14/16stating hard drive crashedMrs*** informed the service representative that the manufacturer shipped a new hard drive to her residence to install however; after installing the hard drive the unit is still was not workingWe received Mrs***’s *** into service on5/18/16; the technician reported he ran a hardware diagnostic test overnight however; no hardware issue was detectedThe technician restored the system and notated the unit passed all functional test and was returned to the store for pickupOur records show Mrs*** picked up her *** on5/27/16from her local Conn’sWe have no records showing Mrs*** has attempted to contact us regarding any further repairs needs since the unit picked up from the store on5/27/ At this time we are unable to honor Mrs***’s request for a refund; Conn’s a No Return or Exchange on all air conditioners and she has exceeded the time frame to return/exchange her ***If Mrs*** is in need of repairs she may contact our service department at1-855-266-6349to schedule an appointment If we may be of further assistance, Mrs*** may contact us at1-866-765- Kind regards, Dyeisha W*** Customer Relations

Thank you for the opportunity to respond to Ms***’s complaint, we are unable to locate Ms***’s account with the information providedWe also have no record of her complaint in our systems; we have made several attempts to contact Ms*** via phone and email and have yet to receive a response
or call back. If we may be of further assistance, Ms*** may contact our Customer Service Department at 1-877-358-1252. Kind regards, Kristal ***

Thank you for the opportunity to respond Mr***’s concerns regarding account ***. Mr*** stated he provided proof of insurance. He believes he is due a refund for the insurance amount of $ According to our records, Mr*** signed a 32-month retail
installment contract on September 15, 2016. He paid the account balance in full on October 12, 2016. Since the account was paid off within 30-days of the account opening, Mr*** was not charged for insurance Conn’s respectfully disagrees that Mr*** is due a refund, as he was not charged for the insurance. We have included a copy of Mr***’s payment history for his records Conn’s values Mr*** as a customer and appreciates him for bringing his concerns to our attention Thank you, Cheryle ***

Thank you for the opportunity to respond to Mr***’s complaintWe spoke to Mrs*** on 8/17/16 to address their concernsConn’s has agreed to offer free delivery with the purchase of the pedestalsWe have forwarded Mr***’s concerns to the district manager to address with
all parties involvedWe appreciate Mr*** for bringing this matter to our attention and we sincerely apologize for any inconvenience he experienced during this process. 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 Mr*** complaint. We researched Mr*** complaint and found his issue has been addressed and resolved. We show Mr*** went to his local Conn’s were his *** *** *** *** notebook was tested and found to be
defective. On 7/29/16, we confirmed Mr*** *** *** *** *** notebook was exchanged and received in good order. If we may be of further assistance, Mr*** may contact our Customer Service Department at 1-877-358-1252. Kind regards, Jana ***

Thank you for the opportunity to respond to Ms***' concerns regarding account ***. Ms*** stated she was supposed to be credited $for her delivery. According to our records, Ms*** signed a 30-month retail installment contract on December 22, 2015. Although we
were unable to confirm that the delivery fee was supposed to be credited to Ms***' account, as a gesture of goodwill, we have applied a $credit to her account on March 7, 2016. We have attached a copy of Ms***' payment history as confirmation. Conn's values Ms*** as a customer and apologizes for any inconvenience she may have experienced due to this matter. Thank you, Cheryle ***