Alan J. Slobodnik, M.S.W.

Thank you again for the opportunity to respond to Ms. [redacted]' concerns regarding her account.  The payment Ms. [redacted] made in November was processed for October's payment. Ms. [redacted]' account was 30 days past due and therefore a credit mark was assessed on the account.Additionally, according to our records, and recorded calls, there was no mention of Ms. [redacted]' credit during her initial call on November 6, 2016.As stated in our previous response, Conn’s is obligated to report factual information to the credit bureaus and we are unable to remove the negative credit mark assessed on the account due to the payments not being made timely. We have included a copy of Ms. [redacted]’ payment history for her records.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
[Provide details of why you are not satisfied with this resolution. So I have furniture that I and my family cant use anymore. I still have to make payments. It claims that they have good record and high quality product. Leather furniture is supposed to last more than 2 years . Basically , even I had warranty or any protection, still conns wouldn't do anything about my situation. It doesn't make any sense. I will be posting review with pictures, so at least future customers will be aware of your quality//customer service. As the company you should be ashamed of your actions. Another words you dont care about your customers. But I am not going to be your customer anymore and warn others too. Thank you

[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 [redacted], and find that this resolution would be satisfactory to me.   Thank you for your assistance with this matter, it is greatly appreciated. [redacted]

Thank you for the opportunity to
respond to Mr. [redacted] complaint. Our records show on 8/22/15, Mrs. [redacted]
purchased a [redacted] washer and gas dryer both with a 1-year...

limited
manufacturer’s warranty. Mrs. [redacted] delivery was scheduled on 8/23/15; however
due to a 72 hours failure reported on the gas dryer a new unit was delivered
and received in good order on 8/25/15.
 
After researching Mr. [redacted]’s
complaint we were unable to find where he has contacted our Customer Service or
Service Department to report any issues he was experiencing with the new gas
dryer since delivery was completed on 8/25/15. Our records show on 9/16/15, Mrs.
[redacted] requested to return both the [redacted] washer and dryer because they were
unhappy with the units and was required to pay the 15% restocking fee of
$203.99. Conn’s delivery team picked up the washer and dryer on 9/21/15 and
submitted a credit of $1531.82 to be applied to Mrs. [redacted] account. We ask to
please allow 10-14 business days for the credit to reflect on Mrs. [redacted]’s
Conn’s account.
 
We have included supporting
documents with our response.
 
If we may be of further assistance, Mr.
[redacted] may contact Customer Service at 1-877-358-1252.
 
Kind regards,
 
Dyeisha [redacted]

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to Ms. [redacted]’s concerns. We have a more than 120-year history of quality customer service and satisfaction, and we would not want anything to impair that record. As a reminder, Ms. [redacted] 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. [redacted] has stated in the complaint: 1.        She contacted us for service on her television but was informed to contact the manufacture because we do not cover the reported issue; 2.        She is requesting to have a technician come out to assess the television for no additional charge; 3.        Once damages are verified, she is requesting to have the television exchange.       Our investigation reveals that: 1.        Ms. [redacted] called for service due to a crack screen and was informed that she did not purchase additional warranty to cover the reported damages ; 2.        At this time we are unable to waive any service fees to have the unit assessed or repaired as no additional warranty was purchased; 3.        Ms. [redacted]’s television does not meet the qualification for an exchange.     Our records show on 4/22/17, Ms. [redacted] purchased the [redacted] Bedroom furniture and received a free 50”TTE [redacted] television with her qualified purchase. Ms. [redacted] did not elect to purchase additional warranty coverage with Conn’s for her free television.   After researching Ms. [redacted]’s complaint, we found that she contacted our service department on 9/29/17 stating the inside panel was cracked. Ms. [redacted] was informed that her television is only covered under the manufacturer’s warranty which does not covered physical damages whether it is accidental or incidental. Ms. [redacted] was informed that we could send a service technician out to give an estimate to repair the unit.  However; all parts and labor will be an out-of-pocket expense.   At this time we are unable to honor Ms. [redacted]’s request to waive the service fees to repair her television or issue an exchange. Ms. [redacted]’s television is only covered under the manufacturer’s warranty.   Conn’s values Ms. [redacted] as our customer and appreciate her for bringing this matter to our attention. Sincerely, Conn’s Inc.

Thank you for the opportunity to respond to Mrs. [redacted]’ complaint. Our records show on 10/29/16; Mrs. [redacted] purchase a [redacted] washer and dryer retailed at $799.97 each but buy the items for the sales price of $589.99 each. We contacted the store manager regarding Mrs. [redacted]’ complaint and...

found Mrs. [redacted]' came into the store during our Black Friday promotional offer to take advantage of Conn’s price guarantee on both her washer and dryer. Mrs. [redacted] was made aware that our price guarantee does not apply to our Black Friday ads as this is an additional promotional offer. We were able to verify that within Mrs. [redacted]’ 30-days of purchase, both models were listed in our regular sales ad for $549.99 each. Therefore; we agreed to issue a credit of $86.60 to Mrs. [redacted]’ account although the deal expired.At this time we are unable to honor Mrs. [redacted]'s request; Conn's Price Guarantee states: Low Price Guarantee; We want you to be confident in your purchase from Conns HomePlus. If you find the same item advertised in the weekly print ad at an established retailer (excluding Internet-only competitors) within 30 days of your purchase, we'll match it*. No questions, no hassles. It's that easy.*Includes in-stock products only and those without other promotional, finance or clearance offers. Price match policy does not apply to computers. If we may be of further assistance, Mrs. [redacted] may contact us at 1-866-765-1513. Kind regards,Dyeisha [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  At this point it is obviously seen here that Conn's is making a point to not take care of this matter all of these documents are just standard documents and none of these support anything! There delivery guy took a picture of the dishwasher that was delivered that sat in my kitchen at the time I was on the phone with his manager that told me he was going to take care of this whole situation who has just pawned it off on to other people who in return everyone else has done the same thing and no one has DONE ANYTHING TO RESOLVE IT AND STILL HASN'T! a serial number on the dishwasher isn't going to verify that it was brought out to my house in new or used condition. If you get online and [redacted] and Revdex.com and look at your complaints I am not the only one dealing with these types of problems and Conn's refuses to handle their customer service issues.Secondly, why would we waste another day of a works pay to sit here and wait a Conn's to send another service tech out to look at this dishwasher after we have already called [redacted] ourselves! I am not sure where you are getting your information from and I am not seeing any documents attached here either. As far as the stove range goes it was the first VIABLE COMPLAINT made with Brian the day after delivery of all three pieces we purchased and if it wasn't a VIABLE COMPLAINT we wouldn't have received a credit on the price of it! This company really has a lot of work to do and the CUSTOMER SERVICE HAS THE MOST IMPROVEMENT. This is the last opportunity honor us to exchange this dishwasher immediately or else I am going to take this to the next level, because I WILL NOT PAY FOR A USED NOT PROPERLY FUNCTIONING DISHASHER THAT I AM BEING CHARGED A NEW FULL PRICE FOR!!! I have went above and beyond, I have been kind and patiently waited for this ridiculous company to handle my situation in a fair professional manner and now its the end of the straw. It just amazes me that a NEW COMPANY in the area would stoop this low and risk this negative publicity  for something this small with someone hey have no idea who I am or know in this town. A company should never be willing to not solve their customer complaints to a positive outcome for all their customers not matter the circumstances, because their customers are the life of their business. This is a statement I always train my employees with and we have always been successful company!We strive to go above and beyond to please our customers and I guess I feel that I should get the same treatment wherever I go.I look forward to Conn's response.
Regards,
[redacted]
 











9/28/2015






Complaint

My grandmother called in to Conn's on August 3rd, 2015 to make a payment to her account. The representative she spoke to somehow accessed my account, which is under a different name and accounts numbers, and made an unauthorized payment to my accounts with her credit card number. The representative...

also set up automatic payments to my account using her debit card. Since then, she has been getting harassing collection calls every day because the payments have been getting applied to the wrong account. She has also gotten charged late fees by the company. Conn's has so far been unable to correct the issue and hasn't given an explanation as to how she was able to call in and access my account over the phone when my grandmother didn't have my account numbers.







Desired Resolution

I would like the payments that were applied to my accounts on 8/3 and 9/1 in the amounts of $56.84 and $58.93, respectively, credited to her account so her account can be brought current and she will stop receiving collection calls. She also needs to be credited back for any late fees incurred.

Consumer Business Dialog

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to Ms. [redacted] concerns. We have a more than 120-year history of quality customer service and satisfaction, and we would not want anything to impair that record. As a reminder, Ms. [redacted] 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. [redacted] has stated in the complaint: 1)      that the items she purchased were not setup during delivery; 2)      the door handles on her refrigerator was improperly installed; 3)      she did not receive her rug and had requested to have the item canceled; and 4)      she is requesting a refund for her entire purchase.   Our investigation reveals that: 1)       Ms. [redacted] did not elect to purchase Conn’s assembly for her items. Conn’s delivery includes basic unpacking and setup service; additional charges may apply to assemble and install same items. 2)       We have no records showing that Ms. [redacted] has contacted us regarding issues with her refrigerator. 3)       We have canceled the rug from Ms. [redacted]’s invoice as requested and a credit of $313.91 has been applied to her account. 4)       Ms. [redacted] has 30-days from the date of purchase to return or exchange any electronics or appliances with a 15% restocking fee as long as they are in new condition.  However; we have no return or exchange on all furniture.   Our records show on 5/27/17, Ms. [redacted] purchased a [redacted] side-by-side refrigerator, [redacted]” curved TV, [redacted] curved soundbar, two large mounts, a chocolate zigzag rug, a Z-line chair and desk, and a [redacted] 65” fireplace console. Ms. [redacted] did not elect to purchase Conn’s optional assembly and installation services at the time of purchase.   We researched Ms. [redacted]’s complaint and found that her items were scheduled for delivery on 5/30/17. During the delivery, Ms. [redacted]’s refrigerator was installed, but the remaining items were placed in a secure location for self-assembly and installation. We show Ms. [redacted] signed her delivery ticket acknowledging that she received her items in good order.   Our records show Ms. [redacted] later contacted us that same day stating she did not receive her rug at the time of delivery. We were able to verify that the rug was not received and Ms. [redacted] has informed that we could re-delivery the item on 6/6/17.   Ms. [redacted] requested to pick up the rug from her local Conn’s instead of waiting for delivery.  We show there was a system error which caused a delay when Ms. [redacted] attempted to pick up the rug. Therefore, she requested to cancel the item from her invoice.   As requested, the rug has been canceled from the invoice, and credit has been submitted to Ms. [redacted]’s account. We sincerely apologize for any inconvenience Ms. [redacted] may have experienced during this process    Conn’s values Ms. [redacted] as a customer and appreciates her for bringing her concerns to our attention.

Thank you for the opportunity to respond to [redacted]’ additional comments. As previously mentioned, the promotional offer [redacted]’ received is not an offer promoted at any Conn’s location but is offered directly from the manufacturer. As listed on promotional offer [redacted] provided: Purchases made from the dealer/reseller are subject to the dealer’s/reseller’s shopping terms and restrictions and return policies. In the event of questions regarding claims, program or policy, [redacted] will review all documentation and make the final determination of claim eligibility. All decisions made by [redacted] and/or its agents are final.  [redacted] will need to contact [redacted] with any further questions. After further researching the promotion, we confirmed the camera [redacted] purchased retails with the manufacture for $1549 with a $300 instant rebate totaling $1249; the lens [redacted]’ purchased is not included in the offer. However; [redacted] purchased the camera at Conn’s for $1199.99, saving more than the promotion that is offered through the manufacture.  If we may be of further assistance, [redacted] may contact Customer Service at [redacted].  Kind regards, Jana A[redacted]Customer Relations

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint. Our records show on 1/28/14, Mr. [redacted] purchased the [redacted] living room furniture which consists of two pieces (sofa and loveseat) and elected to purchase a 48-month FurnitureGard Plan. Mr. [redacted]’s furniture was...

pickup from our [redacted] warehouse on 2/1/14 and signed as received in good order.The furniture set that was purchased on 3/2/15 was brown in color and not putty as shown in the pictures that we have attached.We reviewed Mrs. [redacted]’s complaint and found she first contacted our service department on 8/18/15 (over a year) stating the thread is unraveling on both the sofa and loveseat. A service appointment was scheduled for 9/12/15; during the inspection the serviceman found both the sofa and loveseat with scuff marks on the back upper corner where the unit is hitting the wall. The serviceman also found unraveling thread on the back lower arm of the sofa and was able to clip the trading to complete repairs. After reviewing the serviceman’s finding and photo’s provide; the back cover on both the sofa and loveseat displays signs of the back rubbing against another object which is not covered under the Terms and Conditions of the FurnitureGard Plan. We show Mrs. [redacted] contacted our service department again on9/24/15 for spot cleaning on both the sofa and loveseat which is currently scheduled for 10/17/15.Although Mrs. [redacted]’s furniture does not meet the qualifications for an exchange at this time; we will continue with any covered repairs.We have also forwarded this complaint to our Furniture Specialist to address the issue regarding the serviceman who assessed Mrs. [redacted]’s furniture.  We sincerely apologize for any inconvenience Mrs. [redacted] experienced during this process.If we may be of further assistance, Mrs. [redacted] may contact Customer Service at [redacted].Kind regards,Dyeisha W[redacted]

Thank you for the opportunity to respond to Mr. [redacted]’ additional comments. As mentioned in our previous response, we confirmed the dishwasher Mr. [redacted] purchased is the standard size for a dishwasher. Mr. [redacted] has been advised that he may purchase a dishwasher trim kit which may help fill the space. Mr. [redacted] may check [redacted] or [redacted] for trim kit/gap fillers. If we may be of further assistance, Mr. [redacted] may contact us at 1-866-765-1513. Kind regards, Dyeisha [redacted]

Thank you for the opportunity to respond to Mr. [redacted]’s additional comments. We researched Mr. [redacted]’s complaint but was unable to find were he has attempted to contact our service department to scheduled an installation since our previous response. Mr. [redacted]’s has been advised on several occasions that we only have a serviceman available in his area Tuesday-Saturday. Our service department has offered to contact the manufacturer on Mr. [redacted]’s behalf to determine if they have a serviceman available on Mondays to install the part he received on 8/3/16 but was advised to cancel the service order. Again, we are unable to honor Mr. [redacted]’s request to return his furniture; Conn’s has a No Return or Exchange Policy on all furniture. Mr. [redacted] may contact our Service Department at 1-855-266-6349 to make arrangements for the serviceman to install the part he received on 8/3/16. If we may be of further assistance, Mr. [redacted] may contact us at 1-866-765-1513. Kind regards, Dyeisha [redacted]

Thank you for
the opportunity to respond to Ms. [redacted]’s concerns regarding accounts
[redacted], and [redacted].  Ms.
[redacted] stated she paid off her accounts; however, Conn’s debited payments
from her account after the accounts were paid in full. ...


 
According to
our records, Ms. [redacted] spoke with one of our credit agents on August 7,
2015.  She asked that payments be
scheduled to process in September, October, and November of 2015.  On September 2, 2015 we received payments in
the mail that brought each account to a zero balance.  Ms. [redacted] did not call back to cancel the
payments she scheduled in August. 
 
As of
September 18, 2015 we have submitted refunds for $75.20 for account [redacted]
and $143.27 for account [redacted].  We
ask that Ms. [redacted] please allow 10-14 business days for processing.  If Ms. [redacted] has not received her refund
checks on or before October 7, 2015 was ask that she contact our customer
service department at 877-358-1252 so we may track the refund checks. 
 
We value Ms.
[redacted] as a customer and sincerely apologize for any inconvenience she has experienced
due to this matter.  We have attached
copies of Ms. [redacted]’s payment histories for her records. Thank you,Cheryle [redacted]

[A default letter is [redacted] here which indicates your acceptance of the business's response.  If you wish, you may [redacted] it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint [redacted] and find that this resolution would be [redacted] to me pending the credit to my account in 7 to 10 business [redacted].[redacted]

Thank you for
the opportunity to respond to Mr. Moore’s concerns regarding account
[redacted]9030.  Mr. [redacted] stated he paid his
account balance in full but it’s showing open on his credit report. 
 
According to our records, Mr. [redacted] signed a 36-month
retail installment...

contract on January 18, 2010.  The total of payments on Mr. [redacted]s accounts
was $935.28.  Mr. Moore paid a total of $831.36.
This left an outstanding balance of $103.92. 
We have included a copy of Mr. Moore’s signed retail installment
contract and payment history for his records. 
 
Conn’s is obligated to report factual information to
the credit bureaus and we are unable to remove credit marks assessed on the
account due to payments not being made timely. 
 
Conn’s values Mr. Moore as a customer and
appreciates him for bringing his concerns to our attention.  Thank you,[redacted] Simmons

Thank you for the opportunity to respond to Ms. [redacted]’s Concerns regarding account [redacted].  Ms. [redacted] stated she did not want her accounts combined at the time of her last purchase.    According to our records, Ms. [redacted] signed a 32-month retail installment contract on April 30, 2016.  Ms. [redacted]’s balance on account [redacted] was combined with account [redacted] at the time of purchase.  Due to the outstanding balance on account [redacted] being greater than $500.00 the balance had to be added on to account [redacted] in order to qualify for credit.  Ms. [redacted] signed accepting the add-on balance.  We have included a copy of Ms. [redacted]’s signed retail installment contract for her records.    Conn’s is unable to separate the accounts, as the credit approval was contingent on the accounts being combined.    Conn’s values Ms. [redacted] as a customer and appreciates her for bringing her concerns to our attention.   Thank you, Cheryle [redacted]

Thank you
for the opportunity to respond to Mrs. [redacted]’s complaint.  We
appreciate Mrs. [redacted] for...

bringing her concerns to our attention.  Mrs.
[redacted] was contacted by the store manager at location #62; during the
conversation a mutual agreement was reached. Mrs. [redacted] was contacted
again on 1/22/16;
she was informed she is currently in the schedule for Saturday(1/23/16)
to have the stair storage model numbers ([redacted] and [redacted]) picked up and
returned.  Once the units have been returned a credit of $649.48 will
be processed to Mrs. [redacted]’s Conn’s account.  We ask that Mrs. [redacted]
allow 7-10 business for the credit to post to her account.  Again, we
sincerely apologize to Mrs. [redacted] for any inconvenience she experienced
during this process. 
 
If we may be
of further assistance, Mrs. [redacted] may contact our Customer Service
department at 1-877-358-1252




 







Kind regards,
 
 
Jana [redacted]










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Thank you for the opportunity to respond to Mr. [redacted]’s complaint. Our records show on 10/4/16, Mr. [redacted] purchased a 55” [redacted] 4K Curved TV which comes with a 1-year limited manufacturer’s warranty; no additional coverage was purchased with Conn’s. We researched Mr. [redacted]’s complaint...

and found that he contacted our service department on 11/14/16 stating the HDMI ports are not working on the television. A service appointment was scheduled for 11/18/16; during the inspection, the technician found a new main board was needed for repair. The technician ordered the part through the manufacturer which arrived on 11/28/16. Mr. [redacted] was contacted and scheduled his part installation for 12/5/16. During the installation, the technician installed the new main board and updated the software to complete the repairs. Our records show Mr. [redacted] contacted our service department again on 12/8/16 regarding the same issue. A service appointment was scheduled for 12/12/16 to re-assess the unit. During the inspection, the technician found that the main board previously installed was bad a needed to be replaced. The technician submitted a request to the manufacturer in attempts to get the unit exchanged, however; the request was denied, and we were advised to continue with repairs. A new main board was order through the manufacturer and installed on 12/30/16. We show Mr. [redacted] contacted our customer service department on 1/3/17 stating the unit is still not working and requested an exchange. Although the manufacturer exchange request is still pending; Conn’s has agreed to issue a credit for up to $799.99 to re-select a new television in attempts to resolve this matter. Mr. [redacted] may visit his nearest Conn’s to initiate the approved exchange. We sincerely apologize for any inconvenience Mr. [redacted] experienced during this process. If we may be of further assistance, Mr. [redacted] may contact us at 1-877-325-1252. Kind regards, Dyeisha W[redacted]

Thank you for the
opportunity to respond to Mr. [redacted]’s complaint. We reviewed Mr. [redacted]’s
complaint and found his food loss claim was approved for $137.24 due to a functional
failure with his refrigerator. The claim was processed and mailed on 7/24/15.  Mr. [redacted] contacted our Customer...

Service
Department stating the name on the check was incorrect.  Once the error was confirmed we ask Mr. [redacted]
to send the check back and a new check was reissued on 9/17/15.  Prior to receiving the new check, Mr. [redacted]
contacted us via social media stating he still had not received his food loss
check. During the conversation we were informed that Mr. [redacted] had moved to a
new residence but the check was already sent to his previous address. Mr. [redacted]
was informed we would stop payment on the check and re-issue another check. Mr.
[redacted] did provide his current address and we submitted another check request to
be mailed. Our records show on 10/14/15, we mailed Mr. [redacted] food loss check to
the address he provided via social media; we ask to allow 7-10 business days to
receive; no further credit is due.
We sincerely apologize for
any inconvenience Mr. [redacted] experienced during this process.
 If we may be of further assistance, Mr. [redacted]
may contact our customer service department at 1-877-358-1252.Kind regards,Dyeisha W[redacted]

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to Ms. [redacted]’s concerns. We have more than 120-year history of quality customer service and satisfaction, and we would not want anything to impair that record.  As a reminder, Ms. [redacted] may contact Conn’s regarding...

questions about your purchase by calling our Customer Service Helpdesk at 1-877-358-1252, or online at www.conns.com.    Ms. [redacted] has stated in the complaint: 1.    We advertise a loveseat for $399 but would not honor the advertised price.   Our investigation reveals that: 1.    Ms. [redacted] was informed that the display signs may have been moved by a previous customer and was educated on the cost of the complete unit.    We contacted the store manager where Ms. [redacted] visited and was informed that she was interested in the Saddle-back Sectional loveseat and inquired about the displayed price of $399. Ms. [redacted] was informed that each sectional piece is sold separately and it was explained that the other display signs for the unit were moved to the side by a previous customer.   At this time we are unable to sell Ms. [redacted] the loveseat for the cost of $399 as the unit is already marked down to the final price. We sincerely apologize for any inconvenience Ms. [redacted] may have experienced during this process.   Conn’s values Ms. [redacted] as our customers and appreciates her for bringing this matter to our attention.   Sincerely,   Customer Relations Conn’s Inc.