Alan J. Slobodnik, M.S.W.

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]

"margin:0in;margin-bottom:.0001pt;text-align:
justify">Thank
you for the opportunity to respond to [redacted] complaint. We
researched [redacted] complaint and found her issue has been addressed
and resolved. Our records show an exchange was submitted and approved
for [redacted] to replace her [redacted] adjustable base model([redacted]).
We show [redacted] selected a [redacted] box spring model([redacted]);
which was delivered on 7/08/and
received in good order. In addition, [redacted] was issued a credit
of $for the difference in price of the original adjustable base and
Furnituregard Plan purchased. We sincerely apologize for any
inconvenience [redacted] experienced during this process.
If
we may be of further assistance, [redacted] may contact our Customer
Service department at [redacted]
Kind
regards,
Jana
A[redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s additional comments. We confirmed with our merchandiser that the model number listed on Mrs. [redacted]’s invoice is a firm mattress. As mentioned in our previous response, Mrs. [redacted] may provide a photo of the model number for the mattress she received to verify it is the correct model that is listed on her invoice for further review. If we may be of further assistance Mrs. [redacted] may contact our Customer Service department at 1-877-358-1252. Kind regards,Dyeisha [redacted]

Revdex.com:
This letter is to inform you that Conns Appliance, Inc. has carried out to my satisfaction the resolution it proposed for my complaint, filed on 4/19/2016 and assigned ID [redacted]
Regards,Thank you      [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.]
I was told that a service man would be at my house,  it was not give. A definite time or date. I specifically asked for it to be repaired and was told the service call would be to only look at the furniture. I have left 14 messages for a supervisor named Selena and have yet to be contacted. My furniture does not need to be stared at again like it’s the Mina Lisa, IT NEEDS FIXED. This company is beyond incompetent and lazy. Full of thieves. I will continue to tell everyone of the lack of service. I was suppose to move last week but have been forced to wait to move my furniture. This company is a joke and full of garbage. No consumer should be forced to make 14 phone calls to get anything done. I pray the company goes bankrupt and everyone loses their jobs. This is asinine. 
Regards,

Thank you for the opportunity to respond to  Ms. [redacted]'s concerns regarding credit reporting.  Ms. [redacted] stated the information provided to the credit bureaus is inaccurate. We are unable to verify that Ms. [redacted] is the customer associated with the information...

we have in our system as the last name does not correspond to our records. There is a name discrepancy which requires additional verification such as the last four of her social security number. We ask that Ms. [redacted] contact us so we may validate the information so we may research her concerns further.Conn's appreciates Ms. [redacted] for bringing your concerns to our attention.

For the table, there are no sets in store that I can get for $259.00 and was told I was being given a $200 store credit for the table top only, but the legs were not covered as they were not damaged. I do not feel it appropriate that I would have to cover the additional expense of getting a replacement table when the table top is fixable, but "uneconomical", as this is not my responsibility. If the entire cost of a new table were covered I would have gone that route.The chairs are not listed online in order for me to have them assessed for damage. After my last claim was filed on 2/2/18, I had to call customer service 3 times to get an appointment made and this appointment was just made on 2/26/18 because I continually reached out to the service department for an appointment as they were unable to help me the first two times I called. I will accept a replacement table and chairs, if there is no additional cost to me. In regards to the couch, it is truly a sad statement about the quality expectations of Conns if it is expected to sit on wood after such a short period of time.  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.]
Regards,

Thank you for
the opportunity to respond to Mrs. [redacted]’s concerns regarding account
[redacted]4230.  Mrs. [redacted] stated she
was supposed to have 24-months “same as cash;” however, her contract included
finance charges. 
According to
our records, Mr. [redacted] signed a...

24-month retail installment contract on
November 26, 2015.  Mr. [redacted]
purchased a television for $699.99 and a HDMI for $99.99.  In order to qualify for the “Cash-option” the
merchandise had to total $999.00 or more. 
Mr. [redacted]’s purchase totaled $799.98; therefore, it did not qualify
for the no-interest financing. 
We have attached
a copy of Mr. [redacted]’s contract for his records.  Thank you,Cheryle S[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.  
The reason why I am not satisfied with this action, is because Conns is currently reflecting my account in a past due status with a payment due even after paying off my account, and jeopardizing my account to go to a negative credit status due to their delay in updating my account status to reflect zero balance.   In addition they have made repeated false promises to cease daily collection calls and attempts to collect on a debt that is completely paid off on August 9, 2017.  I will contact the local media and retain legal counsel if needed if this cannot be handled in a expedited manner.  I would like Conns to handle this matter as soon as possible. 
Regards,
[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.]Regards,I disagree that my refrigerator was delivered in good condition cause they had to come and put the handles on at a later date  which where installed incorrectly plus the installation was installed also incorrectly which the tech said he was going to note in his notes.  I have two witnesses to that statement. The new tech has come out today and says the refrigerator is fixable and it will take 7 days to order all the parts to fix it. let's see if this happens.

Thank
you for the opportunity to respond to [redacted] complaint.  After researching
his concerns we found there was an error when the concession was submitted which
has caused a delay.  The error has been corrected and the concession is
currently processing.  We ask that [redacted]...

[redacted] please allow 7-10 business
days to receive his refund in the amount of $196.00.  We sincerely
apologize to [redacted] for any inconvenience he has experienced during this
process.
 
If we
may be of further assistance, [redacted] may contact our Customer Service
department 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 agreed to pay a settlement amount to close the account and would like the account removed from her husband’s credit report.   According to our records, Mr. [redacted] signed a...

32-monthr retail installment contract on October 9, 2015.  That contract created account [redacted] and he agreed to have the minimum monthly payment due on the 23rd of each month.    On September 5, 2016, Mr. [redacted] signed a 36-month retail installment contact.  That contract created account [redacted] and included the remaining balance from account [redacted].  Account [redacted] was closed on September 19, 2016.    On October 3, 2016, we received a charge back from Mr. [redacted]’s credit card company for a payment in the amount of $103.78 for account [redacted].  Due to the credit card chargeback, account [redacted] reopened.  On November 23, 2016, Mrs. [redacted] accepted a settlement offer on the account.   Conn’s is obligated to report factual information to the credit bureaus and we are unable to remove the negative credit marks assessed on the account due to payments not being made timely.  If Mr. [redacted]’s credit report reflects something other than settled for less than the amount owed, he will need to fax a copy of his credit report for further review.   Conn’s values Mr. and Mrs. [redacted] as customers and appreciates them for bringing their concerns to our attention.

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to Mr. [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, Mr. [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.  Mr. [redacted] has stated in the complaint: 1) that his washer is on the recall list with the manufacture; 2) the unit wobbles and unbalances his loads which cause the machine to turn off leaving his clothes we; and. 3) he has contacted us about his unit but is getting the runaround regarding resolution.     Our investigation reveals that: 1) we are unable to verify that Mr. [redacted]’s washer is listed on the manufacturer’ recall list with the model and serial number listed; 2) the unit tested as acceptable when we leveled and tested Mr. [redacted]’s washer on 4/3/17; and 3) we have remained in contact with Mr. [redacted] regarding his washer, as  he has been referred to the manufacturer for further repair needs.     Our records show on 5/02/16, Mr. [redacted] purchased a [redacted] washer and dryer and elected to purchase a 48-month Repair Service Agreement Plan. We show Mr. [redacted] contacted our Service Department on 3/11/17 stating his washer is shaking, unleveled and loud. Mr. [redacted] was referred to the manufacturer to set-up a service appointment to have their technician assess the unit.   Mr. [redacted] contacted us on 3/25/17 stating the manufacture serviced the unit but is still having the same problem. A new service order was created to have a Conn’s technician re-assess the washer on 4/3/17.  During the inspection, the technician reported that he leveled and tested the washer, and the unit was working up to the manufacturer's specification.    Our records show Mr. [redacted] contacted us again on 4/17/17 stating his washer gets unbalanced during the spin cycle and stated the washer turns off/on by itself. A service appointment was originally scheduled for 4/27/17 with a Conn’s technician.   However, Mr. [redacted] contacted us on 4/25/17 stating the manufacturer already serviced his washer. At that time Mr. [redacted] claimed the technician informed him that he was unable to use the unit on extra high speed. We contacted the manufacturer on Mr. [redacted]’s behalf and was informed that the technician successfully repaired Mr. [redacted]’s washer.   We have no further records showing that Mr. [redacted] has contacted us regarding additional repair needs since his washer was serviced by the manufacturer. We attempted to contact Mr. [redacted] on 5/4/17 and 5/5/17 to verify the serial number listed on his washer but have been unsuccessful.   At this time Mr. [redacted]’s washer does not meet the qualification for an exchange. If Mr. [redacted] is in need of service, he may contact our Service Department at 1-855-266-6349 or contact [redacted] directly at 1-800-726-7864.   Conn’s values Mr. [redacted] as a customer and appreciates him for bringing his concerns to our attention.

Thank you for
the opportunity to respond to Ms. [redacted]’s concerns regarding account [redacted]9732
and [redacted]9733.  Ms. [redacted] stated she has
automatic payments scheduled on her two Conn’s accounts.  On Sunday September 20, 2015 a payment was
processed for each account and on September 21,...

2015 a second payment was
processed on each account in error. 
According to
our records, a payment was processed on each of Ms. [redacted]’s accounts on
September 20, 2015.  Additionally, a
second payment was processed on each account on September 21, 2015.  On September 24, 2015 one payment was
credited to each of Ms. [redacted]’s accounts due to the error.  We ask that Ms. [redacted] please allow 3-5
business days for the credit to process. 
We have
attached a copy of Ms. [redacted]’s payment confirmations for each account as well
as the payment credit confirmation for each account. 
We value Ms.
[redacted] as a customer and sincerely apologize for any inconvenience she may have
experienced due to this matter.  Thank you,Cheryle S[redacted]

Thank you for the opportunity to respond to Mr. [redacted]’s complaint. After researching Mr. [redacted]’s complaint we found that his issue has been addressed. Our records show as of 7/30/15, Mr. [redacted] has received all parts for the bunk bed and Conn’s delivery team was able to successfully...

assemble the unit. We sincerely apologize for any inconvenience Mr. [redacted] experienced as a result of delay. 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]

Thank you for the opportunity to respond to Ms. [redacted]'s additional comments. We have attempted to schedule Ms. [redacted]'s service appointments in a timely manner however; Ms. [redacted] has stated that she works seven days a week and the technician was unable to accommodate her specific time frames. Since our previous response, we have no records showing that Ms. [redacted] has contacted us to continue with her repair on her items. Ms. [redacted] may contact our Service Department at 1-855-266-6349 to schedule an appointment to have her unit inspected.

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to Mr. [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, Mr. [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.    Mr. [redacted] stated in his complaint: 1.        The space saver ice maker doesn’t meet his expectations; and  2.        He would like to have his refrigerator exchanged. Our investigation reveals that: 1.        Mr. [redacted] contacted us on 7/29/17 and 10/06/17 regarding his ice maker.  He indicated the ice-maker was not functioning properly.  Our records show both service calls were completed; the technician replaced the ice-maker and main board.  However, the repairs did not fix the issue Mr. [redacted] experienced with the ice production. 2.        Mr. [redacted]’s issue was escalated to upper management and Conn’s agreed to honor his request to exchange his refrigerator.  Mr. [redacted]’s exchange was approved under the Terms and Conditions of his manufacturer’s warranty.  Mr. [redacted] will need to visit his nearest Conn’s location to re-select and schedule delivery.   Thank you for the opportunity to respond to Mr. [redacted]’s complaint.  Our records show on 11/22/16, Mr. [redacted] purchased an ** side by side refrigerator that came with a limited 1-year manufacturer’s warranty.  Mr. [redacted] declined to purchase additional warranty coverage through Conn’s HomePlus.  Mr. [redacted]’s refrigerator was delivered on 12/09/16.   Mr. [redacted] was provided a copy of Conn’s Return & Exchange Policy at the time of purchase.  Our Return & Exchange Policy states: A customer has 30-days from the date the item is received to return or exchange (appliances and electronics) with a 15% restocking fee.  If your product fails while under manufacturer’s warranty or Conn’s RSA, Conn’s Factory Authorized Service will repair your product according to these warranties.    We researched Mr. [redacted]’s complaint and found that he contacted us on 7/29/17.  Mr. [redacted] indicated that the ice-maker was not functioning properly.  A service call was scheduled, and during the inspection, the technician found that ice-maker needed to be replaced.  We show the technician completed Mr. [redacted]’s repairs on 9/12/17.  On 10/06/17, Mr. [redacted] contacted us again stating the ice-maker was not working properly.  A new service call was scheduled and during the inspection found parts needed to be ordered.   After further review, we found that Mr. [redacted]’s issue was escalated to upper management.  Our records show an exchange request was submitted and approved under the terms and conditions of his warranty coverage.  Mr. [redacted] has issued a credit up to the original amount paid which was $1,599.97 to re-select a new refrigerator.  Mr. [redacted] may visit his nearest Conn’s location re-select and schedule delivery.   Conn’s values Mr. [redacted] as a customer and appreciates him for bringing him concerns to our attention. Sincerely, Customer Relations

[redacted] has been contacted regarding her concerns and we have come to a mutual agreement.  [redacted] has selected a furniture set that will meet her needs which is scheduled to be delivered on or before 5/5/16. If I may be of further assistance, [redacted] has been provided a direct person to contact.   Kind regards,   Kathryn J[redacted] Customer Relations Officer

Thank you for the opportunity to respond to Ms. [redacted]’s complaint.  Our records indicate that on 1/24/15 Ms. [redacted] purchased a [redacted], [redacted] Glass Table with a limited one year manufacturer’s warranty, a [redacted] Java Sofa And Loveseat with a...

48-month FurnitureGard Service Agreement, and a [redacted] Cebu Wine Sofa And Copper Chair, which included a one year manufacturer’s warranty and a free 32" LED TV totaling $4092.92.   Ms. [redacted] received a copy of the Return and Exchange Policy at the time of purchase.  Our Return and Exchange Policy states: No returns or exchanges on furniture.  If your product fails while under manufacturer’s warranty or Conn’s FurnitureGard Service Plan, Conn's Factory Authorized Service will repair your product according to these warranties.   Ms. [redacted] also signed his invoice acknowledging that he received a copy of the Return and Exchange policy.  Ms. [redacted]’s furniture was picked up from location 131 on1/24/15  After reviewing Ms. [redacted]’s complaint we show she contacted us on 12/13/16 stating that her sofa was not repaired; due to having four previous repairs to the sofa Ms. [redacted] was granted an exchange under the terms of the warranty. She contacted Conn’s on 2/1/17 stating the loveseat was making popping noises and the armrest and leg was broken and the cushions were sunken in.  Service inspection was scheduled for 2/5/17; upon inspection it was found that the  LSF and RSF arms has collapsed and deck frame collapsed and back frame was making popping noises. The LSF and RSF seat cushion cores sinking and front legs broken.  Based upon inspection it was determined that the warranty would only cover repairs for legs as other issues are not covered under the terms of the warranty. Ms. [redacted] contact Conn’s on 3/1/17 stating the product was not repaired and requested to exchange the loveseat along with the sofa.  As a gesture of good will we are able to honor her request to exchange her sofa and loveseat, under her warranty, for a different set at the original price. Ms. [redacted] has until 5/1/17 to visit her local Conn’s to process her exchange. If we may be of further assistance, Ms. [redacted] may contact our Customer Service Department at1-877-358-1252.  Kind regards, Kristal [redacted]

Thank you again for the opportunity to respond to Mrs. [redacted]’s concerns regarding account [redacted]1430.  Ms. [redacted] accepted the credit of $1178.14 to close the account.  This amount included the $1099.99 for the item plus any applicable tax.  On September 3, 2015 the credit was applied to the account.  A refund in the amount of $39.81 was issued to Ms. [redacted] and the account has been closed as of September 14, 2015.  As stated in our previous response, we are obligated to report factual information to the credit bureaus and are unable to remove the negative credit marks earned on the account due to non-payment.  We have attached an updated copy of Ms. [redacted]’s payment history for her records that reflects a zero balance on the account.  We value Mrs. [redacted] as a customer and appreciate her for bringing her concerns to our attention.  Thank you,Cheryle [redacted]