Alan J. Slobodnik, M.S.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 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

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

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 received a call from someone on th 28th and was told someone from tge corporate office would contact, which has not happened yet
[Provide details of why you are not satisfied with this resolution.]
Regards,

Thank you for
the opportunity to respond to *** *** concerns regarding account
*** *** *** stated she paid
$on a balance of $and she would like the account closed
According to
our records, *** *** signed a 30-month retail
installment contract on May
15, 2014. That contract also included our
6-month no-interest financing promotion (“cash-option”). *** *** made one payment of $on
June 17, 2014. On October 15, a cash-option
letter was mailed to *** *** letting her know of the remaining balance on
the account that would need to be paid before the “cash-option expiration date
of November 16, 2014..
We are unable
to reinstate the “cash-option” to close the account, as the “Cash-option”
amount was not paid in full on or before the expiration date. We have attached a copy of *** ***’s
signed “Cash-option” acknowledgement page which states the “same as cash” credit
offer will be withdrawn on a date being
the earlier of the failure to make the required minimum payments within ten
days of the scheduled due date or six months from the date of purchase. Upon the withdrawal or expiration of this
offer, the account will revert to the regular terms and conditions found in
your agreement.
We value *** *** as a customer and appreciate her for bringing her concerns to our
attention. We have also included a copy
of *** *** signed retail installment contract for her records. Thank you,Cheryle S***

Thank
you for the opportunity to respond to Mr*** complaint. We
researched Mr*** compliant and found his issue has been addressed and
resolved. After reviewing Mr*** invoice we found the invoice was
completed in error; as of 8/01/15 this error has
been corrected.
We attempted to contact Mr*** on 8/03/15 regarding his concerns, but we were
unsuccessful in our attempt. Also, we are currently in the process of
removing any credit marks that may have assessed to Mr*** credit
bureau. We sincerely apologize for any inconvenience Mr***
experienced during this process.
If
we may be of further assistance, *** *** may contact our Customer Service
department at ***
Kind
regards,
Jana A***

Thank you for the opportunity to respond to Mrs***’ complaintOur records show on 3/11/16, Mrs*** purchased a *** 4-Door refrigerator and elected to purchase a 48-month Repair Service Agreement Plan. We researched Mrs***’ complaint and found that she contacted our
service department on 2/07/17 for her refrigerator stating the ice maker is not making iceA service appointment was scheduled for 2/16/17; during the inspection the technician found parts were needed to complete repairsOnce the parts were received; the technician returned and installed the parts on 2/28/Our records show Mrs*** contacted the service department later that day stating the technician came out to today to repair the unit however; now the ice maker and water dispenser is not workingMrs*** also mentioned that the technician broke two vases in her home and did not want the same technician to come back out to re-assess the unitWe show a different technician returned to Mrs*** residence on 3/02/17 and installed a new ice maker and auger motor to complete repairs. We have forwarded Mrs***’ complaint to the service manager to address her concerns regarding her experience with service technician.Although we are unable to verify that Mrs***' vases were damaged by the technician; we will mail Mrs*** a $gift card as a gesture of goodwill.. If we may be of further assistance, Mrs*** may contact Customer Service at1-877-358-1252 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
[Provide details of why you are not satisfied with this resolution.]
Regards,
Conns says that they are unable to refund my money because they don't do partial refundsThis is a new oneI was never told this any of the time I called customer service seems to me that since they make rules they could choose to refund my money as I had originally requestedConns is a bad business with poor customer serviceThey need to get a clue that without customers they would be out of businessSo yes I still want my money not additional credit on my *** account as I have no plans to make any future purchases from connsPlus I was not informed that I would be unable to get my money back if I returned an item

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,
The repair man did not fix the issues I still have the parts sitting in my living room in an unopened boxThe repair man is a liarI have not received any phone calls and I would be happy to submit my phone bills supporting thatAnd as stated in my original complaint, the poor excuse of a manger hung up on me and refused to do anythingI will obtain an attorney if necessary

Thank you for the opportunity to respond to Mr***’s complaintWe contacted the sales representative and store mana**r where Mr*** made his purchase and were informed that at the time of purchase Mr*** elected the ** HE Red washer and ** Red pedestalHowever; Mr*** did
not mention that he wanted a pedestal washer for the unitOur records show Mr***’s items were scheduled for delivery on 3/5/17 as requested; all items were signed as received in good orderWe show Mr*** contacted our Customer Service Department the same day stating he was not aware that the pedestal purchased was not a washer pedestal and requested to exchan** for the washer pedestalMr*** was informed that the washer pedestal did not come in the color he selected and there would be a 15% restocking fee to return/exchan**Our records show Mr*** returned to Conn’s and re-selected the ** HE *** washer and pedestal in order to have a matching setMr*** was made aware that he would be required to pay a 15% restocking fee of $on both items as well as char**d the difference in price for the units. After further review, we show Mr*** canceled the ** *** washer and washer pedestal and a credit of $was applied to his ** accountWe also show that the restocking fee of $was credited back to Mr***’s Visa cardWe have provided supporting documents with our response. If we may be of further assistance, Mr*** may contact us at 1-866-765-1513. Kind regards, Dyeisha ***

Thank you for the
opportunity to respond to Mrs***’s complaint. We attempted to
contact Mrs*** on6/16/15to discuss her concerns; however we were unsuccessful in our
attempts. After researching Mrs***’s complaint, we found there was a
miscommunication error which caused
the delay; however this error has since
been corrected. Our records show we have located the *** *** *** king headboard and in the process of scheduling Mrs*** for
delivery. For further assistance, Mrs*** would need to contact us
directly at1-866-765-1513.
Kind regards,
Jana A***

[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
The calls should have ceased within 24hrs of the first call 10:am on Sat., June 13th, however after receiving all the calls thereafter on SaturdayI did receive an automated call Sunday, June 14th @1:44pmNo calls on my ID for today, Mon., June 15thI hope that was the last callTHANKS!!!

Thank you for the opportunity to respond to Mr***’s concerns regarding account ***. Mr*** stated he would like his due date changed. According to our records, Mr*** signed a 32-month retail installment contract on June 19, 2016. He agreed to have his
minimum monthly payment due on the 1st of each month. On October 1, 2016, Mr*** requested a due date change and his due date was moved to the 11th of each month. On January 12, 2017, Mr*** requested another due date change to the 20th of each month; however, the account was not current at the time of the request and we were unable to process the due date changeOn February 17, 2017, a third request to change the due date was submitted and on February 20, 2017, Mr***’s request was processed. The next payment due date is March 20, Conn’s values Mr*** as a customer and apologizes for any inconvenience he experienced due to this matter. Thank you, Cheryle ***

Thank you for the opportunity to respond toMr***’s additional comments. As stated in Mr***’s previous responses; Mr***’s TV was deliveredon10/01/16. Mr*** signed his delivery receipt acknowledging that all items were receivedin good order and that he thoroughly inspected his merchandise for damages for an exchange or price concession would not be authorized for damages discovered after the delivery. Also, Mr***’s TV was later mountedon the wall; which was not completed by Conn’s. Mr*** did not contact us until10/08/16(7-days) after delivery receiving delivery. We are unable to determine when the damages may have occurred Again, no additional RSA coverage was purchased through Conn’s to review other options. Mr***’s TV is the only warrant by the manufacturer’s warranty; which does not cover physical damage whether the damageis accidental or incidental). Therefore, we are unable to honor Mr***’s request for an exchange If we may be of further assistance, Mr*** may contact our Customer Service Department at1-877-358-1252. Jana A***

Thank you for the opportunity to respond to Mrs***’s additional commentsOur records show the serviceman has been to Mrs***’s residence twice for service however; on both occasions no one was available during the scheduled appointmentMrs*** has requested to have her furniture assessed on 11/18/16; once the serviceman inspects the units we can determine what further actions are required. Although Mrs***’s warranty expired on 10/12/16; Conn’s will continue with any repairs that would have been covered under the manufacturer’s warranty. If we may be of further assistance, Mrs*** may contact us at1-866-765-1513. Kind regards, Dyeisha W***Customer Relations

Thank you for the opportunity to respond to Mrs***’s complaint. Our records show on10/11/15, Mrs*** purchased a *** *** *** living-room set which consisted of three pieces (sofa, loveseat, and chair) that came with a limited 1-year manufacturer’s warranty; no additional
Furnituregard coverage was purchased through Conn’s. Mrs*** was provided a copy of Conn’s Return & Exchange Policy at the time of purchase which states:No Returns & Exchanges on -Furniture, mattresses, décor & accessories unless inspected by a Conn's Service Technician and found to have a manufacturer's defect **Mrs*** elected to have her furniture delivered; which was completed on10/13/ We researched Mrs***’s complaint and found she contacted us on10/07/regarding all three furniture pieces; stating the stitching was unraveling and cushions were flat. Our service department spoke with Mrs*** on10/10/16; due to the area of Mrs***’s residence she was scheduled for service on10/21/16. Mrs*** requested to have her furniture exchanged; however she was advised that this was her first service call and we needed to assess her furniture to determine what further actions would be needed. Mrs***’s has postponed service by continuing to reschedule her service appointment. We show on10/24/16, she re-scheduled for10/28/then refused service. On10/31/16, we contacted Mrs*** to schedule another appointment and offered service on 11/4/however she stated it was not a good day for her. As of11/01/16, she is currently scheduled for11/18/ At this time we are unable to honor Mrs***’s request to exchange her furniture. Mrs***’s furniture will need to be assessed and repaired if covered under the terms of the warranty guidelines. Mrs*** has been contacted to reschedule for another date If we be of further assistance, Mrs*** may contact our Customer Service Department at1-877-358-1252. Kind regards, Jana A***

Thank you for the
opportunity to respond to Mrand Mrs***’s complaint. Our
records
show on 4/29/15, Mr*** purchased a ** high efficiency washer and
dryer with a 24-month Repair Service Agreement on both units.
We researched Mrand Mrs
***’s complaint and found she contacted us on 5/4/stating the washer
was making a loud banging noise. A service call was swith a local
authorized provider in the area. The
provider assessed the washer and found the washer was working and functioning
properly. The technician informed Mrs*** that the noise she was
experiencing was coming from her waterline and not the washer itself; the
technician educated and gave Mrs*** instructions on what she could use
to reduce the noise she experienced. A service call was son
5/26/15; however Mrs*** had not taken the necessary steps to reduce the
noise she was experiencing therefore the service order was cancelled
“Water hammer” occurs when
water develops momentum as it flows fast through pipes. When the valve closes quickly and stops the
flow that momentum shakes and pounds the pipes.
The service provider recommended that Mrs*** purchase Water
hammer arresters which features a shock-absorbing chamber that reduce the
shock from water line vibrations. Typically
this part can be found in a hardware store for $15-$
In regards to Mr
***’s washer hose refund; our records show a concession in the amount of
$was submitted and approved. On 5/21/15, the credit of $
was applied to Mr***’s Conn’s account
At this we are unable to
honor Mrand Mrs***’s request to exchange their washer under the Terms
and Conditions of the Repair Service Agreement. If Mr*** is not
satisfied with the quality of the washer and dryer; we are willing to extend
the 30-day ***e frame to return or exchange with the required 15% restocking
fee. Offer will expire on 6/20/
If we may be of further assistance, Mrand
Mrs*** may contact our Customer Service Department at ***
Kind regards,
*** ***

Thank you for the opportunity to respond to Mrs*** complaint. Our records show on 9/05/11, Mrs*** purchased a *** French door refrigerator with a 48-month Repair Service Agreement. Mrs*** elected to have her refrigerator delivered; which was completed
on 9/08/11. We researched Mrs*** complaint and found an exchange was approved on 7/17/15 to replace her refrigerator. Mrs*** initiated her exchange on 8/16/15, and elected a *** French door refrigerator model (***); Mrs*** new refrigerator was delivered on 8/19/15. Our records indicate she contacted us on 8/30/15 (11-days) after receiving delivery on the new unit; stating the refrigerator was not freezing. A service call was scheduled; during the inspection the technician deemed Mrs*** refrigerator defective. Mrs*** information was submitted for a repair review for a possible exchange. On 9/18/15, Mrs*** exchange was approved; she was issued a credit up to the original amount paid which was $1,to re-select a new refrigerator. If we may be of further assistance, Mrs*** may contact our Customer Service Department at 1-877-358-1252. Kind regards, Jana Andrews

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 am not satisfied with this because I agreed to finance $plus their insurance they force you to purchase of $total financed is $ Finance charges should not be added to the credit report as a high balance because it misrepresents the amount I financed Everyone else shows the amount financed, for example if you purchase a vehicle and you get a loan for $25,000, that is the amount reported on the credit report even though at the end of the term of financing, you may wind up paying $35, All installment loans report the amount financed, not including finance charges.Conn's is wrong in the way they report and the way they do business
Regards,
*** ***

Thank you for the opportunity to respond to *** *** complaintWe researched *** *** complaint and found his issue has been addressed*** *** was contacted onWednesday(8/17/16) and a mutual agreement has been reachedWe sincerely apologize to *** *** for any inconvenience
heexperienced during this process. If we may be of further assistance, *** *** may contact our Customer Service Department at*** Kind regards, Jana A***

Thank you for the opportunity to respond to Ms***’s complaint. We appreciate Ms*** for bringing her mother’s concerns to our attention. The matter has been discussed with those involved to ensure it is not repeatedAlthough, we are unable to disclose details of the account
with a 3rd party; we have mailed a response directly to the Mrs*** outlining her concerns Kind regards, Kathryn J*** Customer Relations