Alan J. Slobodnik, M.S.W.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
[I did finally get a service appointment and the technician can to service the unit April 21, 2017, at 9:am. The technician indicated he could not repair the unit. He advised me and my husband that when the TV was taken out of the box improperly. The person who removed the TV from the box did not take the TV out by the sides. It appears it was removed from the top. Thumb pressure to the center top of the TV caused it to crack. The technician noted CONNS will have to replace this TV as *** can not repair the TV. So we are back to square one with a damaged TV that clearly was not dropped by us as Conns keeps implying occurred. For relief we are respectfully requesting CONNS provide us with a working TV. We will not pay $for damaged TV and the additional cost for a warranty that will not repair the unit we were given. ]
Regards,

Thank you for
the opportunity to respond to Mr***’s concerns regarding account ***. Mr*** stated he paid his account balance
in full; however, the account did not close.
According to our records, Mr*** signed a 24-month
retail installment
contract on December 26, 2014. That contract included our 12-month
no-interest financing promotion (“cash-option”). Per the terms of the cash-option, the total
cash option price of $had to be paid on or before the cash-option
expiration date of December 26, 2015. On
January 6, 2016, Mr*** scheduled a payment of $408.96. His cash-option had already expired;
therefore, the payoff balance on the account was $617.29. The account remained opened because the
account balance was not paid in full.
As a one-time offer and a goodwill gesture, we have
agreed to honor Mr***’s cash-option and close the account. Mr*** will receive a close-out letter in
the mail within 30-days of the account closing.
Conn’s values Mr*** as a customer and
appreciates him for bringing his concerns to our attention. Thank you,Cheryle ***

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 I would not want anything to impair that recordAs a reminder, you may contact Conn’s regarding questions by calling
our Customer Service Helpdesk at1-877-358-1252, or on-line at www.conns.comMr*** has stated in the complaint; 1) That when he contacted us to schedule service on his refrigerator, we provided him a 3-day window which was not timely2) He purchased a new refrigerator on4/17/17which was delivered on4/18/Later that day the refrigerator failed, and we would not exchangeOur investigation reveals that; 1) Mr*** contacted us for service on4/13/17, regarding his *** refrigerator that was purchased with us on8/12/Mr*** informed us that the digital screen was not working and the refrigerator was making a loud noiseA service call was set-up, and Mr*** was scheduled for4/18/17which was the next available dayUpon inspection, the service technician found there was too much food in the refrigerator causing the door not to close properly which caused ice buildupNo other problems were found, and no parts were needed to correct the problem2) Mr*** contacted us on4/18/17; after his delivery was completed stating the refrigerator was dented and making a noiseDelivery was scheduled to assess the refrigerator the following dayHowever, we did not have a driver available until4/21/Therefore, an exchange was approved, and Mr*** was delivered a new refrigerator on4/24/Our records show on4/17/17, Mr*** purchased a *** 3-Door French refrigerator and elected to purchase a 48-month Repair Service Agreement PlanWe show Mr***’s refrigerator was signed as received in good order on4/18/However; Mr*** contacted our customer service department stating that the unit was making a loud noiseMr*** was originally scheduled to have the unit assessed on4/20/17but was rescheduled for4/21/Our records show a new refrigerator was delivered and signed acknowledging the unit was received in good order on4/24/We have no records showing that Mr*** has contacted us regarding any issue since the new unit was deliveredConn’s values Mr*** as a customer and appreciates him for bringing his concerns to our attention

Thank you for the opportunity to respond to Ms
***s concerns regarding account ***. Ms*** stated she is not aware of some
of the charges on her account and would like a monthly statement mailed to
her.
According to our records, Ms*** signed
a
32-month retail installment contract on July 15, 2013. This contract included an abalance of
$from Ms***’s previous account.
Although
Conn’s does not mail monthly account statements, Ms*** was sent a
payment booklet in the mail when the account was opened. In the event she
did not receive it or have misplaced the payment booklet, we will be happy to
mail a replacement to the address on file or another address Ms***
provides
Conn’s
respectfully disagrees that we have reported any incorrect or negative
information regarding the account. We are obligated to report factual
information to the credit bureaus and are unable to remove any negative credit marks
assessed on the account due to payments not being made timely.
We have included a copy of your signed retail
installment contract as well as your payment history for your records.
Please note that the contract provides information on the total financing cost
over the term of the contract. Conn’s would be happy to provide you with
a current payoff amount at any time upon request
Although
Conn’s would prefer to keep the lines of communication open, we have placed a
cease and desist on the telephone numbers associated with your account. Thank you,Cheryle S***

Conn Appliances, Inc(“Conn’s”) appreciates the opportunity to respond to the concerns you have 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 your retail installment contract or promissory note and security agreement, invoice, coupon book, and welcome letterAs a reminder, you may contact Conn’s regarding questions about your purchase by calling our Customer Service Helpdesk at 1-877-358-1252, or on-line at www.conns.com. You stated in your complaint that: you purchased a set of theater chairs; the chairs began to malfunction; you stopped making payments for the chairs; the chairs were approved for an exchange; however, you wanted to return the product; you would like a refund; and you would like negative payment information removed from your credit reportOur investigation reveals that: you purchased two theater chairs; you picked up one of the chairs and placed a service call on the other one; you stopped making payments for the chairs in March 2017; the chairs were approved for an exchange; as a goodwill gesture, we have agreed to accept a return of the chair and give you a full refund; and Conn’s is obligated to report factual information to the credit bureaus and we are unable to remove the delinquent credit marks assessed on the account due to payments not being made timely. According to our records, you signed a 36-month retail installment contract on December 24, 2016. You agreed to have your minimum monthly payment of $due on the 24th of each month. You contacted Conn’s service department on February 25, stating the chair would not recline. On March 10, a service technician inspected the product and found the motor was not working. The part was ordered at that time. On May 12, the chair was approved for an exchange because the part needed was no longer available. [Add a statement about the customer stop making payments.]You stated you were going to be charged an additional $fee for delivery of new chair. You initially opted not to have the chair delivered and would be required to pay a delivery fee if you chose to have the chair delivered. As a gesture of goodwill, Conn’s has agreed to accept a return of the product for a full refund and close the account; however, Conn’s is obligated to report factual information to the credit bureaus and we are unable to remove the delinquent credit marks assessed on the account due to payments not being made timely. Once the product is returned and the account closes, you will receive a refund for the payments made on the account in the amount of $256.22. Conn’s values you as a customer and appreciates you for bringing your concerns to our attention

Initial Business Response /* (1000, 8, 2015/06/29) */
Contact Name and Title: *** *** - GM
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@Yahoo.com
***,
I understand your complaint and hope your system is running good nowIn our notes on the call we ran it says that you wanted
to wait till July 18th for a service technician to come outNot sure where we would have gotten this date fromThe technicians states that he did not open the unit and the initial part of our process is not to open the unit until we get a good temp drop which he could not achieveWe could have had a technician that day come a repair this issue as well, but I understand you involving someone elseIf you will send me the invoice showing all the had to do was tighten the door up, I'll send you $Thanks!
Initial Consumer Rebuttal /* (2000, 10, 2015/06/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
My system is running just fineI accept their willingness to pay for half of the bill since I had to get someone else out there on June 13thI don't accept the fact about me wanting to wait till the or requesting the 18th of june days later in 95+ temperatures and on a work day that I would have to take offTheir technician is lyingWhen the other guy came out he asked if anyone has been up there recently and I told him that yes *** *** *** has been up there but that the unit had stopped working while he was doing a testHe then informed me of the door being open, etcI will send him a copy of the invoice I received in hppes of getting reimbursed

Revdex.com: That's a lie, when I first called about the leaking in through the glass I was told that's not covered and since they didn't want to keep up their end of the bargain (warranty)The last person they sent out stated the leaking and moisture from the oven build corrosion, cons sell these warranties knowing they have no attention of honoring the product they sellI know sitting with a stove that practically new that doesn't even work and with a warranty that is about as useless as the place I purchased it from. *** ***
***
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,

Thank you again for the opportunity to respond to Mr***'s concerns regarding account *** As stated in our previous response, we are unable to reinstate the "cash-option" because the "cash-option" price was not paid on or before the expiration date.Mr*** also stated he was not aware of the property insurance that was added to his account. We have attached a copy of Mr***'s signed General Information page regarding the property insurance for his records. Additionally, Mr*** stated he requested to cancel his repair service agreement soon after he made the purchase. We have attached a copy of the RSA cancelation form that we received on April 17, 2015. We did not receive a request to cancel the RSA prior to that date. Again, Conn's values Mr*** as a customer and appreciates him for bringing his concerns to our attention

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
Complaint Detail / ProblemComplaint Type:Refund / Exchange IssuesselectProblem:Nicole-called saying I called customer service department yesterday and informed her I didn’t but my husband didShe tells me that a refund will be sent out in days from 3/24/I informed her that the tv was brought back to the store over days ago and according to the warranty plan we bought and what was informed in writing we would receive this check within days, so you calling me with misinformed information that you should have verified before calling backI requested to speak with a manager was told I couldn’t then she placed me on hold and Tiffany-got on the phone saying she is a customer relations department supervisor and I told her I requested a manager which she refusedThen told her what we have been told regarding our refund and she then tells me she would have to speak with fianance department which I said I would hold, she responds I couldn’t holdI told her it was put on Revdex.com site from this coming we would receive a refund within days of returning the tv and it seems to now all be a lie and fraud to print a warrant and policy of refunding our money and now not doing so!!!TranslateDesired Resolution / OutcomeDesired Resolution:RefundselectDesired Outcome:I want my check within the next hours because this is very unprofessional to not give us our money that my husband has worked hard for serving this country for years!!

Thank you again for the opportunity to respond to Mrs*** concerns regarding her account. Mrs*** contacted our collections department on August 21, to cancel the payment refund; however, the refund had already been processed. On August 28, the refund check in the amount of $was mailed to the address on file. Once the refund was submitted, we were unable to reverse the check request. Mrs*** will receive the refund check in the mail within 7-business days. If a late payment is assessed on the account before Mrs*** receives the refund check and can submit the payment, we will be happy reverse it

Thank you for the opportunity to respond to Ms*** complaintWe researched Mrs*** complaint and found that her issue is regarding a purchase listed under *** ***. After reviewing Mr*** account we show on 11/08/16, he purchased the *** *** *** Mocha
Reclining sofa and loveseat and elected to purchase a 36-month *** *** We researched Mr*** service history and found that he contacted our service department on 2/17/17 stating that the seams are separating on both the sofa and loveseatA service appointment was scheduled for 2/24/17; during the inspection, the serviceman found both seats covers seams are tearing on the loveseat and the fabric tearing at the seams on left and right seats of the sofaOur records show we ordered the parts from the manufacturer and had been advised that the parts needed are not stocked locally, therefore; the parts are being shipped from the manufacturerMr*** has been made aware that once we received the parts from the manufacturer, he will be contacted to schedule installation. Although we are unable to honor Mrs*** request, we will continue with any covered repairs as listed under the Terms and Conditions of the FurnitureGard Plan Mr*** purchased. If we may be of further assistance, Mrs*** may contact Customer Service at 1-877-358-1252 Kind regards, Dyeisha W***

Thank you for the opportunity to respond to Mrs*** additional comments. As mentioned in Mrs*** last response that was received on 8/04/16; Mrs*** $concession was resubmitted on Monday (8/01/16). Mrs*** financed her washer and dryer on a Conn’s Retail Installment Contract; therefore the $concession was applied to her open account. We confirmed the concession ($150.00) posted to Mrs*** account on 08/04/16. We have included Mrs*** loan ledger with our response. We have also submitted a $Conn’s gift card for the delay and inconvenience as a goodwill gesture; however Conn’s does not offer Visa or MasterCard gift cards. If we may be of further assistance, Mrs*** may contact our Customer Service Department at 1-877-358-1252. Kind regards, Jana ***

Thank you for the opportunity to respond to Mr***’ complaint. Mr*** has been contacted regarding his concerns and we have agreed to refund him $140.00. We are also in the process of refunding any over payments that were made to his account ending *** We ask that Mr
*** allow time for the refund to be processed and mailed to his residence. If we may be of further assistance, Mr*** may contact Customer Service Department at 1-877-358- Kind regards, Jana *** Customer Relations

Thank you for the opportunity to respond to *** *** complaintOur records show on 10/3/14, *** *** purchased a ** *** *** refrigerator which comes with a 1-year limited manufacturer’s warranty; no additional coverage was purchased.We researched *** *** complaint and found that his
issue has been addressed and resolvedThe manufacturer has agreed to exchange and ship *** *** a new refrigerator to his residence*** *** has been in contact with the manufacturer and received a case number regarding his exchange approval if he has any further questionsWe sincerely apologize for any inconvenience *** *** experienced as a result of delay.If we may be of further assistance, *** *** may contact our Customer Service department at *** Kind regards,Dyeisha W***Customer Relations

Conn Appliances, Inc(“Conn’s”) appreciates the opportunity to respond to Ms***’s concernsWe have a more than 120-year history of quality customer service and satisfaction, and we would not want anything to impair that recordAs a reminder, Ms*** may contact Conn’s regarding questions by
calling our Customer Service Helpdesk at 1-877-358-1252, or on-line at www.conns.com. Ms*** has stated in the complaint: 1) that she contacted us regarding an issue with her dryer and we have not contacted her back with a resolution; and 2) she wants to return the washer and dryer for a refund Our investigation reveals that: 1) Mr*** contacted us on 5/29/regarding her dryer, and she was instructed to contact the manufacturer to assist with her service need; and 2) We issued an even exchange on the dryerHowever; Ms*** was informed that if she wanted to return the washer, she would be required to pay the 15% restocking fee Our records show on 5/24/17, Ms*** purchased a *** washer and dryer which come with a 1-year limited manufacturer’s warrantyMs*** did not elect to purchase an additional warranty with Conn’s HomePlus We researched Ms***’s complaint and found that on 5/26/17, her items were delivered and signed acknowledging as received in good orderHowever; Ms*** contacted our delivery department after delivery was completed stating that the dryer is not the dryerWe show our delivery team returned to Ms***’s residence the same day and found the issue was related to an electrical problem in the homeThe delivery team notated that when the dryer was moved to a different location and tested; the unit heated and functioned properly. Our records show Ms*** contacted our service department on 5/29/regarding her dryerMs*** was informed that due to her service area, we did not have a technician immediately available, therefore; she was directed to the manufacturer to schedule a sooner service appointment We show Ms*** contacted our Customer Service department on 5/30/to express her dissatisfaction regarding serviceWe ag*** to send our delivery team back to Ms***’s residence on 5/31/to re-assess the dryerAfter further review of Ms***’s service needs, we ag*** to issue an even exchange for the dryer onlyOur records show Ms***’s new dryer was delivered and received in good order on 6/3/17. We have no further records showing that Ms*** has contacted us regarding any further issues she in experiencingWe sincerely apologize for any inconvenience Ms*** may have experienced during this process Conn’s HomePlus values Ms*** as a customer and appreciates her for bringing her concerns to our attention

[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 I am ok with this responseFor the record teh due date was originally requested back in November and never processedI have also been contacted by the corporate office and will be calling them tomorrow to speak with one of the representativesI hope that the call has been reviewed and the individuals have been counseled on how to communicate with customers going forwardThank you again for the timely update, if at all possible an email or letter confirming the due date change would be appreciated, if not able to provide this information I will request it upon speaking with corporate officeAgain, thank you for the prompt response and I look forward to my due date changes and no additional calls from reps like *** and ***. Also, thank you to the Revdex.com for the services provided and prompt resolution to my concerns. *** ***

Thank you for
the opportunity to respond to Ms***’s concerns regarding account ***
and account ***. Ms***
indicated we contacted her ex-husband regarding her account. She alleges she requested the telephone
number be placed as “do not call”, but we ignored
her request
According to
our records, we contacted a gentleman named Michael on August 27, 2015. He stated he would relay a message to Ms
***. The agent asked him to have Ms
*** call Conn’s and the call was ended.
No account information was released to the gentleman during the call
Ms***
contacted us on August 30, and requested we not call the telephone number associated
with her ex-husband. At that time, we
placed a cease and desist on the telephone number she provided and no
additional calls have been made to that telephone number. Conn’s is unable to credit the account to
close due to the outstanding balance owed on the account.
We value Ms
*** as a customer and apologize for any inconvenience she has experienced
due to this matter. Thank you,Cheryle S***

It appears that Mr. *** has engaged in counsel. If this is the case, we ask that Mr*** counsel communicate with our legal staff regarding his concerns. His attorney may contact our legal staff at 409-832-extfor further information

Thank you for the opportunity to respond to Mrs***’
complaint. We researched Mrs***’
complaint and found her issue has been addressed and resolved. Our records
show on 7/17/15, an exchange
was approved for Mrs*** to re-select a new refrigerator. Mrs*** was issued a credit up to the
original amount paid which was $2,to re-select a new refrigerator. Mrs*** has been contacted regarding
her exchange approval and advised she would need to visit her nearest Conn’s
location to initiate the exchange.
We sincerely apologize for any inconvenience Mrs*** has
experienced during this process
If we may be of further assistance, Mrs*** may contact our
Customer Service department at ***
Kind regards,
Jana A***
Customer Relations

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 This business obviously doesn't care about customer service which is in keeping with most of the other comments I've seen on various service websitesIf this is the best they can do then they simply need to accept that my business is lost as well as that of anyone I speak to about appliances and electronicsPretty sad for a company which has had my business for yearsI suppose they can count on some other sucker in the future.
[Provide details of why you are not satisfied with this resolution.]
Regards,Michael ***