Alan J. Slobodnik, M.S.W.

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***’s 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***’s has stated in the complaint; 1) that her dryer was delivered damaged and we were unable to re-deliver a new unit promptly; and 2) she wants her dryer delivered as soon as possible Our investigation reveals that; 1) upon delivery, a defect was found in the dryer, and the unit could not be installedMs*** was informed that we would re-schedule delivery for her dryer for the first available date2) Ms***’s dryer was re-delivered and installed on 5/31/ Our records show on 5/28/17, Ms*** purchased a *** washer and dryer and elected to purchase a 24-month Repair Service Agreement Plan We researched Ms***’s complaint and found that her delivery was scheduled for 5/28/Upon delivery, the washer was successfully installedHowever, the delivery team found the dryer screws for the electrical hosing were too big, and the cables would not workTherefore, the dryer was returned to the warehouse to process an exchange and re-schedule deliveryMs*** was advised that the first available date to re-deliver the dryer was on 5/31/ Our records show we re-delivered and installed Ms***’s new dryer on 5/31/We have no further records showing that Ms*** has contacted us regarding any further issues since her unit was re-deliveredWe sincerely apologize for any inconvenience Ms***’s experienced during this process Conn’s values Ms***’s as a customer and appreciates her for bringing her concerns to our attention

Conn Appliances, Inc(“Conn’s”) appreciates the opportunity to respond to Mrs***’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, Mrs*** may contact Conn’s regarding questions
by calling our Customer Service Helpdesk at 1-877-358-1252, or on-line at www.conns.com. Mrs*** has stated in the complaint: She was approved for an exchange on her refrigerator but requested to receive a refund instead; however, we have been unable to inform her when she would receive her refund; and She is requesting to receive her refund immediately. Our investigation reveals that:Mrs*** has been informed that she would need to make arrangement to have the refrigerator picked in order to begin the process of issuing a refund in lieu of the exchange; and Once Mrs*** refrigerator has been picked up will are able to submit her refund requestAll refund may take up to 45-days to receive After further researching Mrs***’s complaint we found that she contacted our service department on 1/16/stating her refrigerator is not coolingA service appointment was scheduled for 1/18/During the inspection the technician found parts were needed to complete repairsOur records show we received the parts on 1/25/and Mrs*** was scheduled for installation on 2/1/However; due to a glitch in the system Mrs*** appointment was rescheduled for 2/8/The technician reported that he installed a new compressor, main board and drier assembly; however, Mrs*** contacted us stating the refrigerator is still not workingWe show Mrs*** was contacted on 2/9/and made aware that her refrigerator was approved for an exchange due to the unit was deemed as non-repairable. Mrs*** requested to receive a refund in lieu of the exchange and was advised the refrigerator will need to be returned in order to begin the process to issue a refund. Mrs*** will be contacted by our delivery department to make arrangements to have the refrigerator picked upOnce the unit has been returned we will process the refund requestRefunds generally may take up to 45-days to receive Conn’s value Mrs*** as our customer and appreciates her for bringing this matter to our attention. Sincerely,Conn’s Inc

Thank you for the opportunity to respond to Ms***’s additional comments. We researched Ms***’s complaint and found that a new service order for Mr*** was created on 4/20/18. Our records show Mr*** and Ms*** have been contact with Conn’s service department regarding their scheduled appointment date. We show Mr*** is currently scheduled for service on 4/27/to have his *** *** *** sofa repaired. Again, at this time we are unable to honor Ms***’s request for an exchange. Mr***’ furniture is being repaired under the terms and conditions of his manufacturer’s warranty Conn’s value Ms*** as our customer and appreciates her 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 I would not want anything to impair that recordAs a reminder, you 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 we failed to repair/replace her furniture; 2) she was not contacted regarding her service, and we are giving her the runaround; and 3) we advised her that the warranty expired Our investigation reveals that: 1) the reported damages are not covered under the Terms and Condition of the warranty; 2) we contacted the number on file on 7/20/and left a message with a 3rd party; and 3) the warranty does not expire until 11/03/ After researching Ms***’s complaint, we found her issue is regarding a purchase listed under *** ***Our records show on 11/02/13, Mr*** purchased the *** *** living room furniture which consists of four pieces (sofa, loveseat, ottoman, and half chair) and elected to purchase a 48-month FurnitureGard Plan We show Mr*** has contacted our Service department once for repairs to his sofaOn 7/14/16, Mr*** called stating his seat cushion is peeling and the stitching is coming loose on the armrestA service appointment was scheduled for 7/19/During the inspection the serviceman found the stitching is coming loose on the right arm of the sofa, both seat cushion covers peeling and loose threading on the armrest After review of the serviceman’s report and photos taken at the time of inspection, our service department attempted to contact Mr*** on 7/20/but was unsuccessfull and left a message to return the call with an unidentified maleOur records show Mr*** did not contact us back until 10/13/16, and at that time he was informed that the reported damages were covered under the terms and conditions of the FurnitureGard PlanWe have no further records showing that Mr*** or Ms*** has contacted our Service department since the sofa was last inspected on 7/19/16. We attempted to contact Ms*** on 5/8/to discuss her concerns but were unsuccessful and left a voice message to return our callAt this time we are unable to honor Ms***’s request, based on the last inspection completed on 7/19/as the reported damages are not covered If Ms*** is in need of service, she may contact our Service Center at 1-855-266-to schedule a service appointment Conn’s appreciate Ms*** for bringing her concerns to our attention

Thank you for
the opportunity to respond to *** *** concerns regarding collection
calls.
*** ***
stated she does not have a Conn’s account, but continues to receive collection
calls. We have found
that the telephone number *** *** provided was linked to a
Conn’s account in
error. We have placed a cease communications
on the telephone number provided.
Conn’s
sincerely apologizes for any inconvenience *** *** may have experienced due
to this matter. Thank you,Cheryle S***

Conn Appliances, Inc(“Conn’s”) appreciates the opportunity to respond to the concerns Mr*** has regarding account(s) *** and ***We have a more than 120-year history of quality customer service and satisfaction, and I would not want anything to impair that recordOur contact
information is located on Mr***’s retail installment contract or promissory note and security agreement, invoice, coupon book, and welcome letterAs a reminder, he may contact Conn’s regarding questions about his purchase by calling our Customer Service Helpdesk at 1-877-358-1252, or on-line at www.conns.com. Mr*** stated in his complaint that: he has provided his billing information to allow Conn’s to draft his monthly payment; he receives collection calls each month when his payment becomes due; and he believes his payments are not being processed so he will owe additional interest on his accountsOur investigation reveals that: Conn’s is unable to set up automatic payments; however, Mr*** may schedule them through our webpay service; Mr*** began receiving collection calls when his accounts became past due; and Conn’s respectfully disagrees that Conn’s is not processing Mr***’s payments so we may charge additional interest on his accounts. According to our records, Mr*** signed a 30-month retail installment contract on March 1, That contract created account ***Mr*** agreed to have his minimum monthly payment of $due on the 1st of each month Additionally, Mr*** signed a 34-month retail installment contract on December 14, That contract created account *** and he agreed to have the minimum monthly payment of $due on the 14th 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 accountMr*** may pay in his local Conn's store, by mail, over the phone, or online where we also offer the option to schedule recurring payments if it is more convenient for him, before the due dateAdditionally, if Mr***’s pay date has changed, he may benefit from requesting a change of his due date each monthWe ask that Mr*** contact us if he would find this beneficial Mr*** stated he provided his banking information so Conn’s can draft the payments from his account each month. In order to schedule automatic payments, Mr*** will need to schedule those payments through our online billpay service. Conn’s agents are unable to set up automatic payments. If Mr*** needs assistance with setting up the online billpay, he may contact our customer service department for assistance. Conn’s respectfully disagrees that Conn’s is not processing Mr***’s payments so we may charge additional interest as Mr*** will need to schedule automatic payments Conn’s appreciates Mr*** for bringing his concerns to our attention

Thank you for the opportunity to respond to Mrs***’s complaint. Our records show on *** *** *** queen bedroom set, a *** *** *** mattress with a 36-month Furnituregard Plan, a *** Motion Essential adjustable base with a 36-month Furnituregard Plan totaling
$4,852.82. Mrs*** was only approved to finance $4,with *** Bank and paid the difference of $with a personal check in order to complete her purchase. Mrs*** elected to have her items delivered. We found at the time of delivery Mrs*** refused the adjustable base due to the unit not fitting properly. We show the adjustable base and warranty was cancelled from Mrs***’s invoice and a total credit of $1,($for the adjustable base and $for the warranty plus tax) was processed to her *** account. At this time we are unable to honor Mrs***’s request to issue a refund; the $was the remaining balance owed for her total purchase. Therefore, the refund was processed to Mrs***’s *** account and not in a form of a check refund. If we may be of further assistance, Mrs*** may contact our Customer Service Department at 1-877-358-1252. Kind regards, Jana ***Customer Relations

Thank you for
the opportunity to respond to Ms***’s concerns regarding accounts ***
and ***. Ms*** stated she
requested a due date change on her accounts but it has not been completed
According to our records, Ms*** signed a 24-month
retail
installment contract on November 16, 2014, which created account
***. She agreed to have the
minimum monthly payment due on the 16th of every month. Additionally, Ms*** signed a 30-month
retail installment contract on August 17, creating account ***. She agreed to have the minimum monthly
payment on this account due on the 17th of each month.
On September 17, 2015, Ms*** called our customer service
department and requested a payment due date change to the 26th of
each month on both accounts; however, we were unable to complete the request on
account *** because the account was past due at the time of the
request. We were also unable to complete
the request on account *** because the account was not in our system due
to the delivery not being completed.
As a one-time offer and a goodwill gesture, we have agreed
to process a good-will due date change to November 26, on both of Ms***’s
accounts. Ms*** has not received any
negative credit marks on either account as of November 9, 2015.
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 Mrs***’s complaintOur records show on 6/01/15,
Mrs*** purchased a *** dishwasher which comes with a 1-year limited
manufacturer’s warranty (no additional
coverage was purchased with Conn’s) and ** Universal dishwasher
installation kit
Mrs***’s dishwasher was delivered and signed received
in good order on 6/04/
We researched Mrs
***’s complaint and found she contacted our service department on 6/11/
stating her dishwasher was not drainingA service appointment was scheduled
for 6/19/15; during the inspection the technician found Mrs***’s drain
line was too low and needed to be re-installedThe technician contacted the
manufacture’s tech line while at Mrs***’s residence and they advised the
unit was working properlyThe technician did not*** the dishes were wet after
the cycle and w***r was at the bottom of the unitMrs*** was advised she
could contact the manufacture directly to have them re-assess her unitOn
6/22/15, Mrs*** contacted our service department regarding the same issue
However; the service order with Conn’s was cancelled because Mrs*** was previously
scheduled to have the manufacture inspect her dishwasher on 6/24/Our
records show on 7/2/15, Mrs*** contacted our service department again
after the manufacture inspected her dishwasher stating the unit was not
workingA service appointment was scheduled with a different Conn’s technician
for 7/10/During the inspection the technician found the drain hose needed
to be installed higher and tested the unit, unit tested okWe show on 7/13/15,
Conn’s delivery team re-installed Mrs***’s drain hose and the unit was
functioning properlyWe also confirmed the ** Universal dishwasher kit is
compatible with Mrs***’s dishwasher and is not a result of issue
reported Mrs*** has been advised
on several occasions that her dishwasher does not meet the qualification for an
exchange under the T&C’s of the manufacturer’s warranty
At this time we are
unable to honor Mrs***’s request for an exchange; based on the last
inspection completed on 7/10/the dishwasher is functioning properly
Although Mrs*** has exceeded the time-frame to return/exchange her
dishwasher, Conn’s has agreed to extend an additional 30-day to return/exchange
with the required 15% restocking
If we may be of further
assistance, Mrs*** may contact Customer Service at ***
Kind regards,
Dyeisha W***

Our records show Mrs*** was contacted
on 9/2/regarding her concerns and we were able to send a technician to
assess her repair needs on 9/4/15. Upon
inspection the technician confirmed the unit needed parts which were ordered to
expedite the repair. We contacted Mrs
*** on 9/10/to follwith her regarding her concerns and advised
once the part is available we will scheduled an appointment to complete the
repairs. We sincerely apologize to Mrs
*** for the delay
If we may be of further assistance, Mrs
*** may contact Customer Service at 1-877-358-
Kind regards,
Kathryn James
Customer Relations

complaint was previously filed with Revdex.com on 12/26/of continuous problem with washer purchased in November (new washer & dryer purchased) not working properly (constant shaking & making extreme noise)Conn sent different servicemen & washer still not workingOn 1/9/I received response through Revdex.com from Conn stating after review Conn had agreed to issue an exchange washer onlyAnd I could visit Conn's store to re-select a new washer in purchase price amountI went to Conn's store & was advised the original washer I purchased was discontinuedThe store did not have any matching washer within original price rangeI requested to credit the washer amount & they come & get washerI was told to contact Service dept who advised I must get mismatched washer (I purchased matching washer/dryer) or find something else in store of same price.TranslateDesired Resolution / OutcomeDesired Resolution:Other (requires explanation)selectDesired Outcome:They come get washer & credit my account for washer purchase price and insurance I've paidOr just come get washer

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 bought this furniture in November and started noticing color changes around April less than five month from purchase date for furniture that cost about $I decided to get the furniture in conns because I believed what they advertised to meI never went to a small retail store because I didnt want any complaint.A furniture of almost $2,started wearing out within months? I still cannot believe thisSo, what wear and tear are they talking about to the best of my knowledge that means they are selling fake product,they are misleading customers like me about the products they sell,they told me is a genuine leather,that is advertisement on their part based on this assertion I reject their response.All I want to resolve this issue is an exchange/replace this furnitureSecondly, they said the furniture is under the sunI still do not get itI have the furniture right here in my livingroomwhere else should I have the furniture placed? I don't get itI called several numbers several times, they kept transferring my calls to different lines for almost month until I got tiredYet they told me it s wear and tear under months of purchaseI believed a wear and tear should occur if I had bought a furniture of $from a small company and not from Conns with $furniture. This product is what I look at everyday and not happy and cry .Now thinking of where to get another money to replace it which I do not have because it looks awfulI need an exchange or a replacement to these furnitureThank you

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 did go to the cons store and they do not carry a comperable refrigerator at the amount allowed and the store was no assistance in resolved get the issue they put me on the phone with a hateful rep that refused to help an hung up on meSo this statement by cons is a out right lie that I have not attempted to make the exchange I am not spending more money to replace this item because I bought it on sale and they are not capable of fixing I just want an exchange of a comparable item not an up grade just want what I bought if I buy something at wal mart on sale and it goes bad and the sale ends they don't make you pay more they make it right

Thank you for the opportunity to respond to Mr***’s complaintWe spoke to Mr***’s on 9/26/16 and found that his complaint was regarding a purchase listed under a different customer’s accountMr*** was advised that we are unable to discuss account information with
3rd party however; he could have the account holder contact us directly regarding this matter. If we may be of further assistance, Mr*** may have the account holder contact us at 1-866-765-1513. Kind regards, Dyeisha ***

Thank you for the opportunity to
respond to Mr***’ additional commentsAs agreed another technician has assessed
his refrigerator and has ordered a new compressor and drier to attempt the
repair of the seal system leak. If the new
compressor fails within the next 2-weeks it will confirm the leak is in the
seal system line running into the refrigerator and will be deemed unrepaired. The parts have arrived and Mr***’ service
call is scheduled for 9/25/15.
If we may be of further assistance, Mr
*** may contact Customer Service at ***
Kind regards,
Kathryn J***

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 Ii appears that conn’s is rearranging the facts to fit their
needs
Upon entering the store I had the intent to purchase a
couch, chair and ottomanAfter finding the set that I liked the sales person
ran an inventory checkI was informed that there had couch zero chairs and
ottomansI requested to purchase the CHAIR from the floor and was told no
they don’t finance the floor stock, only NEW goodsI asked if I could pay CASH
for the chair and again was told NO they do not sell the floor stockAfter doing
a few measurement with a tape measure borrowed from the store I decided to
purchase a couch, love seat and a table set., ALL of which were sitting in the warehouse
as NEW goodsAfter running a SECOND inventory check the sales person told me I
was getting a NEW couch, love seat and table setThis is what I agreed to
purchase and what I was assured to have delivered
Upon returning to the store to ask WHY I received the couch
from the showroom floor the “manager” at the time was also surprised that I received
the couch from the floor, again even the store manager was surprised as he said
“we don’t sell the floor models” he was
willing to waive the delivery fee however that never happenedAt NO TIME during any of the phone calls or store visits was I told that I had agreed to purchase a USED couch, I was always assured that it was to be NEW un-used goods, and this has not happened.When conn’s
is ready to DO WHAT THEY SAY they are more than welcome to contact at the phone
number in my account
Thank you
Regards,

Conn Appliances, Inc(“Conn’s”) appreciates the opportunity to respond to the concerns Ms*** has regarding account(s) ***We have a more than 120-year history of quality customer service and satisfaction, and I would not want anything to impair that recordOur contact information is
located on Ms***’s retail installment contract or promissory note and security agreement, invoice, coupon book, and welcome letterAs a reminder, she may contact Conn’s regarding questions about her purchase by calling our Customer Service Helpdesk at 1-877-358-1252, or on-line at www.conns.com. Ms*** stated in her complaint that: she accepted a settlement offer on her account; she paid the settlement amount; the account did not close; and she would like the account closed and her credit report updated Our investigation reveals that: Ms*** accepted a settlement offer on her account; She paid the settlement amount; The account did not close; and Conn’s is in process of closing the account and updating Ms***’ credit reportAccording to our records, Ms*** signed a 32-month retail installment contract on September 19, She agreed to have her minimum monthly payment of $due on the 19th of each monthOn February 21, 2017, Ms*** was offered a settlement on the account for a total of $Payments were to process on the following dates: Date Amount February 21, $March 21, 2017 $April 21, 2017 $May 21, 2017 $ Ms*** scheduled a payment in the amount of $to process on February 21, 2017; however, the payment scheduled for March 21, was returned by Ms***’ financial institution on March 27, This returned payment void Ms***’ settlement arrangement. On March 22, 2017, we agreed to honor the settlement arrangements. Ms*** made her final payment on May 21, 2017; however, the account did not closeConn’s is working diligently to close Ms***’ account. Once the account closes, Conn’s will remove any negative credit marks that were assessed on the account after May 21, 2017. The account will be reported as closed, settled for less than full balance owedWe ask that Ms*** please allow the credit bureaus 30-days to update their records. Conn’s appreciates Ms*** for bringing her concerns to our attention and apologizes for any inconvenience she experienced due to this matter

Thank you for the opportunity
to respond to *** *** complaintOur records show on 12/20/14, *** *** purchased a *** French Door refrigerator which had a 1-year limited
manufacturer’s warranty; no additional coverage was purchased with Conn’s
We researched ***
***
complaint and found he contacted our service department on 6/22/15, stating his
refrigerator was not coolingA service appointment was schedule for 6/23/15;
during inspection the technician found parts were needed to complete repairs
Once the parts became available, *** *** was scheduled to complete
installation on 6/30/however; during installation the mainboard was
defective. The technician reordered the
mainboard which was received on 7/2/15.
A service call was sfor 7/7/15; the new parts were installed and
the refrigerator was working up to the manufacturer’s specifications
At this time *** ***
refrigerator does not meet the qualifications for an exchange; based on the
technicians report the unit has been repairedWe sincerely apologize for any
inconvenience *** *** experienced during this process
If
we may be of further assistance, *** *** may contact our customer service
department at ***.Kind regards,Dyeisha W***

Thank you for the opportunity to respond to Mr***’s concerns regarding account ***. Mr*** stated He would like the insurance credited to his account and the overpayment amount sent to him. According to our records, Mr*** signed a 36-month retail
installment contract on December 30, That contract included our 18-month no-interest financing promotion (“cash-option”). Mr***’s total “cash-option” price was $This amount included $for the merchandise, $for the insurance and the $administration fee. Mr*** received an invoice credit in the amount of $on January 5, 2017. Mr*** submitted proof of insurance and on January 13, an insurance credit was applied to his account. Once the credits posted to MrMr***’s account, the new “cash-option” price was $3711.52. Mr*** submitted a payment in the amount of $on January 13, 2017. Due to a system delay, the account did not close. On February 10, 2017, Mr*** submitted a payment in the amount of $214.30. As of March 1, 2017, Mr***’s account has been closed. Overpayment refunds in the amounts of $and $have been processed We have included a copy of Mr***’s payment history as verification that all credits posted to the account. We ask that Mr*** please allow up to days to receive his refund checks. Conn’s values Mr*** as a customer and sincerely apologizes for any inconvenience he experienced due to this matter Thank you, Cheryle ***

Thank you for
the opportunity to respond to Mr***’s concerns regarding account
#***. Mr*** stated he has been
making payments in excess of the minimum payment due to pay the account off
sooner. He stated the payments are not
reducing the amount owed on the
account
According to
our records, Mr*** signed a 30-month retail installment contract on March
22, 2014. The minimum monthly payment
due on the account each month is $87.54.
The amount financed includes $for the product, $for the
sales tax, $for property insurance.
This brings the total invoice amount financed to $1915.41. If only the minimum monthly payment were made
each month, Mr*** would pay $in finance charges which would bring
the total amount financed to $2626.20.
We have attached a copy of Mr***’s payment
history for his records. As of June 5,
Mr*** has paid a total of $on the account. If he were to pay the account in full, the
current payoff amount would be $1188.83.
Please note, the payoff amount updates daily, If Mr*** would like to
pay the account balance in full, we ask that he call the day he plans to submit
the payment for an up-to-date payoff quote.
Thank you, Cheryle ***