Alan J. Slobodnik, M.S.W.

Thank you for the opportunity to respond to Mrs***’s complaint. Our records show on12/21/16; Mrs*** purchased a *** *** *** notebook with a 25-month Repair Service Agreement w/ACCIDENTAL DAMAGE. Mrs*** received a copy of Conn’s Return & Exchange Policy. Our
Return & Exchange Policy state:A consumer has 14-days from the date the item is received to return or exchange (computer, computer equipment, accessories, & tablets) with the required 15% restocking fee and if your product fails while under the manufacturer’swarranty or Conn's RSA, Conn's Factory Authorized Service will repair your product according to these warranties.Mrs*** elected to pick up her notebook from her local Conn’s in *** *** ** *** We researched Mrs***’s complaint, and we were unable to find where a service order was created to have her notebook assessed. Mrs***’s notebook will need to be restored by a certified technician. Mrs*** may bring her notebook to her local Conn’s for service to correct the issue or she can drop her notebook to the service facility to eliminate any transfer time. In regards to Mrs***’s dishwasher; we show a service order was created on 12/24/16. Mrs*** indicated that the dishwasher was displaying error code E2-F2. Our records show a service representative contacted Mrs*** on12/29/16to schedule an appointment; during the conversation, Mrs*** stated the dishwasher was working fine and that we could cancel the service order on her dishwasher At this time we are unable to honor Mrs***’s request to exchange her notebook. As mentioned Mrs*** may take her notebook to her local Conn’s to have the unit sent to service or she may bring her notebook to the service facility to have her notebook restored. If we may be of further assistance, Mrs*** may contact our Customer Service Department at 1-877-358-1252. Kind regards, Jana A***

Thank you for the opportunity to respond to Mrs***’s complaintOur records show on1/01/16, Mrs*** purchased a ** 55” UHD 4K Smart TV with a 49-month Repair Service Agreement w/Accidental DamageMrs*** was provided a copy of Conn’s Return & Exchange Policy at the time of
purchase; Mrs*** signed her invoice acknowledging she was provided a copy of the RSA & ACCIDENTAL DAMAGE brochure and that she understood the coverage associated with the covered productMrs*** elected to pickup her TV from our McAllen, TX location #106. After researching Mrs***’s complaint we found multiple service calls were created and cancelledWe spoke with the service division; the representative indicated Mrs*** has been advised that no problem has been found with her TVHowever, the problem she is experiencing is coming when is attempting to stream movies from a portable electronic device (cell phones and or tablets)We also went through our tech support and the manufacturer and were in agreement that the issue was intermittent when using a portable electronic device and streaming videos or movies. Again, at this time we are unable to honor Mrs***’s request. If we may be of further assistance, Mrs*** may contact our Customer Service Department at1-877-358-1252. Kind regards, Jana ***

Thank you for the opportunity to respond to Mrs***’s additional commentsAs mentioned in our previous response, no issues were reported during the initial delivery on 1/29/However; Conn’s agreed to exchange two chairs and a night stand in attempts to resolve the matterAs of 2/12/17, all items have been received in good order and assembledOur records show Mrs*** received a $concession from our customer service department which was applied to her account on 3/08/We also show a credit of $(149.99 delivery fee and $assembly fee) was applied to Mrs***’s account on 3/30/17totaling $379.97; no further credit is due. We verified with our Insurance Department that we have not received a copy of Mrs***’ declaration page for her homeowners insuranceHowever; Mrs*** may fax a copy of her declaration page to 1-855-593-5465 along with the attached cancellation form for processing. 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 Mr***’s complaint. As stated in our previous response, we have reached out to the manufacturer on Mr***’s behalf and were informed that they sent out a different technician for a second opinionHowever, both technicians have confirmed that the unit has physical damage, which is not covered under the manufacturer’s terms and conditions Because Mr*** did not purchase any additional Repair Service Agreements with Conn’s HomePlus, there are no further options to explore. If we may be of further assistance, Mr*** may contact our Customer Service Department at 1-877-358-1252. Kind regards, Kristal ***

Thank you again for the opportunity to respond to Mr***'s additional concerns. As stated in our previous response, Mr*** was contacted and made aware that his bed rails were approved for an even exchange only under the terms and conditions of the manufacturer’ warrantyMr*** may contact his nearest Conn’s location to initiate his approve exchange

Conn Appliances, Inc(“Conn’s”) appreciates the opportunity to respond to Mr***s 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 has contacted us multiple times for service on his washer but no one has shows up during the service appointments Our investigation reveals that: Mr*** has had two service calls with Conn’s however; both were canceled Our records show on 4/10/17, Mr*** purchased a *** washer and dryer and elected to purchase a 48-month Repair Service Agreement Plan We researched Mr***s complaint and found that he first contacted us for service on 12/8/stating that his washer is making a loud noiseA service appointment was originally scheduled for 12/15/However; the service appointment was canceled after several failed attempts to contact Mr*** Our records show Mr*** contacted us again on 12/19/stating that his washer stops mid-cycle and is leaking water underneath the unitWe show Mr*** was scheduled with a 3rd party technician for 12/26/However; we were notified by the service provider that they were unable to assess Mr*** washer due to his service areaTherefore; we rescheduled Mr***s service appointment with a different provider for 1/4/between 1-5pmThe service technician reported that he attempted to contact Mr*** while at his residence but was unsuccessful and no one was available during the service appointmentWe show Mr*** contacted us later that day stating no one showed up to his appointment but he was informed that he missed the technician and was offered to rescheduleMr*** denied the option to reschedule and requested that the unit be exchange At this time Mr***s washer does not meet the qualification for an exchangeWe must first attempt repairs before an exchange can be authorizedMr*** may contact our Service Department at 1-855-266-to reschedule his appointment Conn’s value Mr*** as our customer and appreciate him for bringing this matter to our attention Sincerely, Conn’s Inc

Thank you for
the opportunity to respond to *** *** concerns. *** *** stated he would like to remove
his address from Conn’s mailing list
We have
removed *** *** address from our mailing list. We ask that *** *** please allow up to
7-
business days for the request to update in our system.
If *** *** receives any mailings from Conn’s within the next 7-business days,
we ask that he disregard any information mailed prior to his request. If he should receive additional mailings
after the 7-business days, we ask that he contact us directly so we may
further research the matter
We value *** *** and appreciate him bringing his 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
I was without a refrigerator for a total of daysAccording to the contract the business provided at the time of purchase they have a total of days from the date of the initial complaintAs you can see that time frame has passed days agoIn regards to the $check...I submit a food loss claim for a total of almost $The contract states a max of $for fridge and $for freezerThis company has been very rude and has not handled this emergency situation in a timely fashionI have been treated as though my washer or something as miniscule as such was brokenMy family and I suffered tremendous extra expense because food could not be stored in our homeWith the cost of groceries these days and the cost of eating out for a family of twice a day for a month $does not seem like adequate compensation
Regards,
*** T***
7/28/
Complaint
I purchased a brand new *** washer from Conn's, and paid for it, in full, with a checkThe second day of having this brand new washer, I used it and discovered that after washing my load of laundry, there was water leaking from underneath the washer, soaking my floorI called Conn's, a
repairman came out a few days later, and ran a cycle without clothes and there was no leakageI was told that nothing could be done unless he saw the actual floodingAfter he left, I washed a load of clothes and the leaking occurredI called Conn's and was told that it wasn't their problem, that it was ***'s problem and they gave me their number to callI called *** and was told I had a year warranty and to call Conn's backI called Conn's and was told they couldn't replace it because I hadn't bought an extended warrantyA few days later, another repairman from Conn's came out and saw the waterWhen told by the repairman that he was going to repair the problem, I told him I wanted a replacementI was told he would talk to his boss and that his boss would call meA week later, I still haven't heard from his bossI called Conn's back, and they are sending a repairman out soonto determine if it is deemed repairable or defectiveI DO NOT want a brand new washing machine that is flooding my floor after one useI do not want it repairedI want a replacement
Desired Resolution
I want a totally new replacement for this defective washing machine
Consumer Business Dialog

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,
I HAVE READ CONNS RESPONSE TO MY COMPLAINT , IT IS UNEXCEPTABLE TO ME BECAUSE I DID EVERYTHING THAT WAS REQUESTED OF ME CONCERNING THIS TV THE SERVICE REP DID COME T MY HOME TO SERVICE TECHNICIAN SHOULD NOT HAVE TO REPLACE NEW PARTS ON A BRAND NEW TV , THESE ARE MAJOR COMPONENTS ON THIS TV , THIS TV WAS DEFECTIVE FROM THE MANUFACTORY IF THESE MAJOR PARTS NEEDED TO BE REPLACED , WHY SHOULD I BE BURDEN WITH THIS DEFECTIVE TV THAT THEY HAVE PATCHED UP FOR ME TO HAVE TO PAY FOR AND PROBABLY HAVE MORE AND MORE ISSUES WITH, THIS IS UNEXCEPTABLE, I REFUSE TO TAKE THIS TV BACK INTO MY HOME AND DEAL WITH THIS FROM CONNS , I HAVE BEEN GIVEN THE RUN AROUND BY SALES REP AS WELL AS MANAGEMENT , CUSTOMER SERVICE WHEN I CALL IN I'VE BEEN LIED TO ON SO MANY TIMES CONCERNING THIS TV FROM ALL THESE REPRESENTATIVE OF THIS COMPANY, NO MORE I DON'T CHOOSE TO DO BUSINESS WITH THIS COMPANY ANYMORE, TO RESOLVE THIS MATTER THEY NEED TO CREDIT MY ACCOUNT FOR THE PLUS TAX AND INTEREST THANK YOU

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 her complaint:Ms*** stated she was unaware of her delivery; and That her items were not installed; andShe wanted to return all her merchandise without the required 15% restocking fee.Our investigation reveals that:Ms*** was contacted on 11/02/at 8:22PM and confirmed her delivery for 11/03/17.In regards to Ms***’s claim that her items were not installed; Ms*** did not pay an installation charge; therefore, her items were not installedMs*** was contacted on Friday (11/08/17), we offered to exchange her appliances; however Ms*** declined our offer and insisted on returning her merchandise. Although we are unable to honor Ms***’s request to return her appliances without the 15% restocking fee; Ms*** may return all appliances with a 15% restocking fee. Thank you for the opportunity to respond to Ms***’s complaint. Our records show on 9/30/17, Ms*** purchased a Frigidaire dishwasher that came with a limited 1-year manufacturer’s warranty, a Frigidaire electric range that came with a limited 1-year manufacturer’s warranty, and a Frigidaire French door refrigerator that also came with a limited 1-year manufacturer’s warranty. Ms*** elected to have her appliances delivered. Ms*** was provided a copy of Conn’s Return & Exchange Policy at the time of purchase. Our Return & Exchange Policy states: A customer has 30-days from the date the item is received to return or exchange (appliances and electronics) with a 15% restocking fee. If your item fails while under manufacturer’s warranty or Conn’s RSA, Conn’s Factory Authorized Service will repair your product according to these warranties. To ensure transparency this information can also be found on Conn’s website at http://www.conns.com/returns-and-exchange/ We researched Ms***’s complaint and found that she was contacted on the number that is associated with her account on 11/02/at 8:22PM where she confirmed delivery for 11/03/17. We show Ms*** contacted delivery on 11/03/at 1:19PM; stating that she was unaware that the delivery team was making her delivery and that she only had someone there working on her floors. Ms*** stated that her items were dropped off and not installed and that she would like to have someone come out to install her appliances. Ms*** also stated that the refrigerator (bottom freezer) was scratched. After reviewing the photos that were taken at the time of Ms***’s delivery we found that all her appliances were dropped off and still had the original packaging “plastic” still attached with no damages. In regards to Ms***’s claim that her items were not installed; Ms*** did not pay an installation charge; therefore, her items were not installed. Ms***’s issue was escalated with upper management and Ms*** was contacted on Friday (11/08/17) and offered to an exchange on all her appliances; however Ms*** declined our offer and insisted on having her items returned without a 15% restocking fee. Although, we are unable to honor Ms***’s request to waive the required 15% restocking fee; Ms***’s 30-day Return & Exchange Policy has been extended and she may return her appliances with a 15% restocking fee. Ms***’s Return & Exchange Policy has been extended until December 31, 2017. If Ms*** does not initiate her return by the approval date given, we will not be able to reinstate her Return & Exchange Policy. Conn’s values Ms*** as a customer and appreciates her for bringing this matter to our attention. Sincerely,Customer RelationsConn’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,
Just leave the accounts the way they are I will do my best to pay them both

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 at1-877-358-1252, or on-line at www.conns.comOur records show on6/24/16, Ms*** purchased a ** Refrigerator and elected to purchase a 48-month Repair Service Agreement PlanWe show Ms***’s refrigerator was signed as received in good order on6/26/However; Ms*** contacted our customer service department on10/9/16stating that her refrigerator was not working properly; service was rendered and her compressor and direr filter was replaced to repair the refrigeratorShe again contacted us on4/7/17stating that stating that her unit was not freezing or cooling and service was scheduled for4/17/17with a 3rd party service providerConn’s reached out to the service provider on4/26/17to get information regarding service and nothing had been doneDue to delay in service Ms*** was granted an exchange and her product was replaced and delivered on4/28/We have reached out to Ms*** and she has confirmed that her issue is resolvedConn’s values Ms*** as a customer and appreciates her for bringing her concerns to our attention

Thank you for
the opportunity to respond to Ms***’s concerns regarding account
***. Ms*** stated she has
unemployment insurance on her account, but it did not pay for the account.
According to
our records, Ms*** signed a 24-month retail
installment contract on May
20, 2014. She opted to purchase the
credit unemployment insurance on the account.
On January 29, Ms*** called in to file an unemployment
insurance claim. Our insurance
department mailed Ms*** the claim form at that time. That form was returned to us on October 1,
and forwarded to the insurance company.
The insurance company requested additional information. On November 4, we notified Ms***
that additional information was needed.
The additional information was not received and *** closed the
claim.
If Ms***
would like more information regarding her unemployment insurance claim, she may
contact *** at 800-327-5288.
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 Mrs***’s complaintOur records show on 9/19/14, Mrs*** purchased a Frigidaire French Door refrigerator and elected to purchase a 48-month Re[air Service Agreement Plan.We researched Mrs***’s complaint and found that her issue has been addressed
On 7/27/15, Conn’s approved an exchange on her refrigerator due to the repair delayMrs*** is scheduled to receive her new refrigerator on 7/29/Also, we show Mrs***’s food loss claim was approved on 7/29/for the maximum amount of $We ask that Mrs*** please allow 10-business days to receive her check in the mail.We sincerely apologize for any inconvenience Mrs*** experienced as a result of delay.If we may be of further assistance, Mrs*** may contact our Customer Service department at 1-877-358-1252 Kind regards, Dyeisha ***Customer Relations

Thank you for the opportunity to respond to Mr***’s complaint. Our records show on11/24/16; Mr*** purchased a *** 70” 4K UHD flat LED TV that came with a limited 1-year manufacturer’s warranty. Mr*** declined to purchase additional RSA coverage through Conn’s
HomePlus. Mr*** received a copy of Conn’s Return & Exchange Policy at the time of purchase. Our Return & Exchange Policy state:A consumer has 30-days from the date the item is received to return or exchange (appliances and electronics) 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.Mr*** elected to pick up (take) his television from his local Conn’s in *** *** ** *** After researching Mr***’s complaint, we found that he contacted us on 12/26/16(32-days) after receiving his television; stating that his TV was flickering on and off. A service call was scheduled for12/28/16to assess Mr***’s television. The day of the scheduled appointment we confirmed the technician dialed the wrong number for the precall at am. The technician attempted to contact Mr*** again at 11:am while in route to his callDuring the inspection, the technician found parts needed to be replaced. On12/28/16, the technician called in the part order through the manufacturer. Our records indicate Mr*** has been contacted and is currently scheduled for Monday (1/02/17) to have the (panel, main board, and power board) replaced At this time we are unable to honor Mr***’s request to exchange his television without the required restocking fee. Mr***’s television is being repaired under the Terms and Conditions of his warranty coverage If we may be of further assistance, Mr*** may contact our Customer Service Department at 1-877-358-1252. Kind regards, Jana A***

They give you the same run around they give meNo one knows what the other is doing.I have had the refrigless then yearI also had told them by their own admission that I told them the problems within the 1st weekI have had workmen out so I have not refused anythingAs of right now the 4th person has put in ice machines and as of last Satthey put a new electric panel inIt still does not make iceand now I have a rebuilt refrigfor the price of a new oneRevdex.com:

Thank you for
the opportunity to respond to Ms***’s concerns regarding account ***. Ms*** stated she paid her account off;
however, the account is still open
According to
our records, Ms*** mad a payment of $on January 20, 2016. Due to a
system error her account did not
close. We are in the process of closing
Ms***’s account. A refund of $
will be mailed to the address on file for Ms***
We ask that
Ms*** please allow 10-business days for processing.
Conn’s values Ms*** as a customer and
sincerely apologizes for any inconvenience she has experienced due to this matter.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
[Provide details of why you are not satisfied with this resolution.]
Regards,
This matter has been going on since August without any action taken from themIt does not take four months to close this accountIt didn’t take four months for them to take my money,now did itThey need to expedite it

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. After researching Ms***s complaint, we found that her television was financed through *** ***Although we are unable to access accounts that are financed through *** ***, we were able to confirm that Ms***s issue was addressed and resolved directly by a member of *** ***We have been advised that Ms*** was issued a refund of $and was able to pay off her account. Due to the inconvenience, we have agreed to issue Ms*** a $gift cardWe ask to please allow 7-business days to receive in the mailConn’s valued Ms*** as a customer and appreciated her for bringing this matter to our attentionSincerely, Conn’s Inc

Conn Appliances, Inc(“Conn’s”) appreciates the opportunity to respond to Ms***’s 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, 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. We delivered her a used sofa that was infested with bed bugs; 2. She contacted us September regarding the bed bugs but has not been able to get assistance; 3. We have failed to honor the warranty; and 4. She is requesting all her items be returned and a credit of $ Our investigation reveals that: 1. Ms*** was delivered a new factory sealed sofaWe were also able to confirm that we have not received any other reports regarding infestation from our Tennessee warehouse; 2. Ms*** did not contact us regarding any issues with her sofa until 9/27/( more than weeks after delivery) stating the unit had bed bug and was made aware we are unable to service unit; 3. Ms*** was made aware that infestation is not covered under warranty and we are unable to continue with repair needs; and 4. We are unable to honor Ms***’s request Our records show on 4/6/17, Ms*** elected to the purchase the *** *** *** table with four chairs and the *** Chocolate sofa and loveseatMs*** also elected to purchase a 36-month FurnitureGard Plan with Conn’s on all her items We researched Ms***’s complaint and found that she contacted our service department on 4/11/stating the thread is coming out the cushion on her sofaA service appointment was scheduled for 4/22/During the inspection the serviceman reported that he stitched the seat casing to complete the repair We show Ms*** contacted our service department again on 8/14/stating all four legs on her dining room chairs are looseA service appointment was scheduled for 8/21/During the inspection the service stated that he was able tighten the stretchers and sea frames on all four items to complete the repairsThe serviceman did notate that Ms*** pointed out the leg was loose on her sofa and seat cushion is separatingThe serviceman reported that he was able to tighten the leg but the seat cushion was beyond repairMs*** was contacted on 8/25/and informed that her sofa was approved for an even exchangeWe show we delivered Ms*** a new sofa on 8/26/in good orderWe have no records showing that Ms*** contacted us to report any issues she was experiencing with her new sofa Our records show on 9/27/17, Ms*** contacted our service department stating that her sofa has bed bugs and requested serviceMs*** was informed that we are unable to service her unit as infestation is not covered under the Terms and Conditions of the manufacturer’s warranty or Conn’s FurnitureGard Plan At this time we are unable to honor Ms***’s request to return all her furniture and receive a refund Conn’s values Ms*** as our customer and appreciates her for bringing this matter to our attentionSincerely, Conn’s IncTell us why here