Alan J. Slobodnik, M.S.W.

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 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]

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 Mrs. [redacted]’s complaint.  Our records show on 9/27/15, Mrs. [redacted] purchased a [redacted] 65” 4K [redacted] with a 49-month Repair Service Agreement w/Accidental Damage.  Mrs. [redacted] elected to have her TV delivered; however prior to her...

deliver being completed Mrs. [redacted] returned to her local Conn’s on 9/30/15 and cancelled her purchase.  Mrs. [redacted] was advised her down payment of $180.00 would be refunded within 7-14 business days.  After further review we found there was an error processing Mrs. [redacted]’s refund request which caused a delay.  As of10/22/15, Mrs. [redacted]’s refund check was mailed to her residence.  We attempted to contact Mrs. [redacted] on 10/23/15 regarding her complaint, but we were unsuccessful in our attempt.  We ask that Mrs. [redacted] allow 3-5 business days to her refund check.  We sincerely apologize for any inconvenience Mrs. [redacted] experienced during this process.                  If we may be of further assistance, Mrs. [redacted] may contact our Customer Service at 1-877-358-1252.  Kind regards,  Jana [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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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 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.

Thank you for the opportunity to respond to [redacted]’ concerns regarding account [redacted].  Ms. [redacted] stated she began receiving collection calls when her account became past due.  She feels she is being harassed.   According to our records, Ms. [redacted] signed a 24-month retail...

installment contract on October 17, 2015.  She agreed to have the minimum monthly payments due on the 17th 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 timely. It is normal practice for our company to begin call attempts to assist consumers from falling behind on their account. Ms. [redacted] may pay on-line, in her local Conn's store, by mail, or over the phone if it is more convenient for her, before the due date. Additionally, if Ms. [redacted]’ pay date has changed, she may benefit from requesting a change of her due date each month. We ask that Ms. [redacted] contact us if she would find this beneficial.    Conn’s respectfully disagrees that it has harassed Ms. [redacted] as we have been unable to reach her regarding the past due balance on her account.    Although Conn’s would prefer to keep the lines of communication open, we have placed a cease communications on the telephone numbers associated with Ms. [redacted]’s account.    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 [redacted] concerns regarding account
[redacted].  [redacted] stated she paid her
account balance in full, but the account is still opened. 
 
According to
our records, [redacted] called our automated system on September 3, 2015...

was
received a payoff quote of $282.89.  The
automated system informed [redacted] that the payoff quote was good until
September 7, 2015.  We received [redacted]
payment of $282.89 on September 8, 2015. 
Due to the payment being made after the quoted payoff due date of
September 7, 2015, additional interest was assessed on the account. 
 
As a one-time
offer and a goodwill gesture, we have agreed to close the account.  We have attached a copy of [redacted] payment
history for her records.  [redacted] will
receive a close-out letter in the mail within 30 days of the account closing.
 
We value [redacted] as a customer and appreciate
her bringing her concerns to our attention. 
Thank you,Cheryle S[redacted]

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 additional comments.  We researched Mrs. [redacted]’s complaint and found her issue has been addressed and resolved.  We show there was a scheduling conflict which delayed the process of picking up Mrs. [redacted]’s washer and dryer; however as of10/15/15 both units have been returned and a credit of $2,332.70 was processed to Mr. [redacted]’s Conn’s account.  We sincerely apologize for any inconvenience Mr. [redacted] & Mrs. [redacted] experienced during this process.       If we may be of further assistance, Mrs. [redacted] may contact our Customer Service at [redacted].Kind regards,Jana A[redacted]

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]

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.

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]

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 Mrs. [redacted]’s additional comments. Based on the serviceman’s report and photos taken after installation was completed, our furniture coordinator determined the furniture displays normal perception and is up to manufacture’s specification. As of 12/21/16; Mrs. [redacted]’s furniture is no longer covered under manufacturer’s warranty and no additional coverage was purchased to review further options. If we may be of further assistance, Mrs. [redacted] may contact Customer Service at 1-877-358-1252  Kind regards, Dyeisha [redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint.  Our records show on9/05/16, Mrs. [redacted] purchased a [redacted] that came with a limited 1-year manufacturer’s warranty; no additional RSA coverage was purchased through Conn’s. ...

Mrs. [redacted] was provided a copy of Conn’s Return & Exchange Policy at the time of purchase which states: A consumer has 14-days from the date the item is received to return or exchange (computers, computer equipment, & accessories) in new condition with the required 15% restocking fee.  Mrs. [redacted] elected to pickup (take) her notebook from our Aurora, CO location #[redacted].  Mrs. [redacted] signed her invoice acknowledging that her notebook was received in good order. Our customers are given the opportunity to inspect their product prior to leaving the store/warehouse.  Once the product has left the store/warehouse we are unable to determine when or where damages may have occurred.   We researched Mrs.[redacted]’s complaint and found she contacted us on 9/12/16(7-days) after receiving her notebook; stating the screen was cracked.  Mrs. [redacted] was advised that physical damage was not covered by the manufacturer’s warranty.  However, she could big her notebook in for service and by for the repairs.  On9/21/16(16-days) after receiving her notebook a service ticket was created.  After reviewing her service inspection we confirm her notebook has a noticeable impact/puncture mark on front of the screen.  We show Mrs. [redacted]’s issue was escalated to upper management which she was contacted and offered a discount on her repair as a goodwill gesture.  Mrs. [redacted] was given an estimate of $279.00 plus tax that would be for the cost of the parts needed to repair her notebook.   At this time we are unable to honor Mrs. [redacted]’s request to exchange her notebook or repair her notebook at no cost.  As mentioned Mrs. [redacted]’s notebook is only covered by the manufacturer’s warranty which does not cover physical damage (accidental or incidental) and no additional RSA coverage was purchased through Conn’s to review other options.     Kind regards,     Jana A[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]

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]