Alan J. Slobodnik, M.S.W.

Thank you for the opportunity to
respond to Mrs. [redacted]’s complaint. Our records show on 4/29/15, Mrs. [redacted]
purchased a ** washer and dryer and also elected to...

purchase a 24-month Repair
Service Agreement. Mrs. [redacted] signed her invoice acknowledging she received a
copy of the RSA brochure at the time of purchase and understood the coverage
associated with the covered products. We show Mrs. [redacted]’s washer and dryer was
delivered on 4/30/15; during delivery there was damage to the dryer. Mrs. [redacted]
was offered and accepted a 10% damage concession of $49.99 which was applied to
her account on 5/11/15.
We reviewed Mrs. [redacted]’s complaint
and found she contacted our service department on 7/31/15 stating her dryer is
making a loud noise and not drying clothes properly. A service appointment was
scheduled for 8/6/15; during inspection the technician found parts were needed
to complete repairs. Our records show we had the part available locally and
attempted to contact Mrs. [redacted] to scheduled repairs but were unsuccessful. We
contacted Mrs. [redacted] again on 8/8/15 and were able to schedule repairs on
8/12/15; however Mrs. [redacted] rescheduled for 8/15/15. During repairs the
technician found an additional part was needed that was not immediately
available. We show the part arrived on 8/18/15 and Mrs. [redacted] was scheduled to
install the new on 8/20/15. Per the service technician, the part was not
installed because Mrs. [redacted] re-scheduled her service appointment on four
separate occasions (8/20/15, 8/24/15,
8/26/15 and 8/29/15); therefore the part was returned and the service order
was completed. Mrs. [redacted] was advised to contact our service department when
she was available to complete repairs. Mrs. [redacted] later contacted us again on
9/11/15 regarding the same issue. Our service department re-ordered the part
needed from the prior service order which arrived on 9/15/15. Mrs. [redacted] was
contacted on 9/16/15 and 9/22/15 to scheduled repairs but was unsuccessful and
left a voice message. Mrs. [redacted] contact us on 9/23/15 and setup a service
appointment on 9/26/15. However; per the technician the service appointment was
again re-scheduled because Mrs. [redacted] stated she had to attend her nephew’s
football game and had training during the week. Mrs. [redacted] is currently
scheduled to complete repairs on 10/3/15 as requested.
At this time Mrs. [redacted]’s dryer does
not meet the qualifications for an exchange under the T&C’s of the
manufacturer’s warranty or RSA Plan purchased; we will continue with any
covered repairs. Mrs. [redacted] has not allowed us to repair her dryer in a timely
manner which has resulted in a service delay.
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. After further review of Mrs. [redacted] service needs, Conn’s has agreed to issue an even exchange on her washer and dryer due to product failure. Our records show Mrs. [redacted]’s new washer and dryer is currently scheduled for delivery...

on 12/9/16. We appreciate Mrs. [redacted] for bringing this matter to our attention and we sincerely apologize for any inconvenience experienced during this process. 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.  
[Provide details of why you are not satisfied with this resolution.]
Regards,
  first of all I  never stated that  i was a ware it was as is I [redacted]  [redacted]  was never told or made aware  that it was as is.  In fact after calling another  Conn's store we found out Conn's had 4 still  in the box at there warehouse.  Myself and miss [redacted] where led to believe  it was the last television  in that model  period.  I would like to know  where is prof written  or verbally  told or give to Miss [redacted] or [redacted]. a copy  of Miss [redacted]'s receipt indicating  notthing stating  a as is  item or to be sold as is.  In my mind and Miss [redacted]'s mind, this issue  is not resolved. What we both are looking for at this time is written  apologies from corporate office  the store managers  and the sales person, to include  the hdmi cable and the 4 3D glass that come in the box with the television set.

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.   Sent: Wednesday, May 04, 2016 6:38 PM Subject: complaint #[redacted]I do have recordings of most phone calls between me and Conn's. Once I suspected foul business practices I started keeping records for  a day in court. There is a questionable 30 day return policy in which employees allege contracts can't be reworked. After delivery of my merchandise I received a satisfaction survey in which I told the Conn's employee that I was not satisfied with the price of delivery and contract. I was just beginning to suspect contract not favorable to me. This call took place in september. Well within 30 days. In October I received another call where an employee mentioned the September and I proceeded to complain about the contract. I am 100% disabled. When I was able to make it to Conn's , I believe the second time, and speaking with the Supv who approved my contract and my contract complaints, and checking my credit then to see if I was actually eligible for the no interest on the tv, he would not accept payment as may confuse accounting when reworking contract. These reasons why I believe contract should be no interest, just for the tv. OR ANSWER THE QUESTION: HOW MUCH AM I PAYING ADDING TV AND DRESSER TO OTHER CONTRACT? I WANT TO REQUEST WE PROCEED TO CIVIL COURT AND LET A JUDGE DECIDE THE FAIRNESS OF CONN'S BUSINESS PRACTICES.
Regards,

Thank you for
the opportunity to respond to Mr. [redacted] concerns regarding invoice
[redacted].  Mr. [redacted] stated he was
supposed to have zero % interest on his purchase. 
 
According to
our records, Mr. [redacted] made a purchase on December 13, 2015.  That purchase was...

made through [redacted]
Bank.  Mr. [redacted] purchase did not qualify
for the no-interest financing promotion offered through [redacted] bank.  We have attached a copy of Mr. [redacted] signed
authorization accepting the terms of the financing through [redacted] bank.  If Mr. [redacted]’ has any additional questions, we
ask that he contact [redacted] bank regarding his account, as Conn’s does not
have access to any additional account information. 
 
We value Mr.
[redacted]’ as a customer and appreciate him for bringing his concerns to our
attention.  Thank you,Cheryle S[redacted]

Thank you for the opportunity to respond to Mr. [redacted]’s concerns regarding account [redacted].  Mr. [redacted] stated he had a promotion and it was lost.  He believes it should be reinstated.    According to our records, Mr. [redacted] signed a 32-month retail installment contract on...

April 24, 2016. That contract included our 12-month no-interest financing promotion (“cash-option”).  Mr. [redacted] agreed to have the minimum monthly payment due on the 8th of each month.    Per the terms of the “cash-option,” the “cash-option” is void if the minimum monthly payment is not paid within 10 days of each month’s due date or the unpaid portion of the total cash-option price is not paid within 10 days of the expiration date. Mr. [redacted]’s ‘cash-option” was void due to payments not being made timely on the account.  We have included a copy of Mr. [redacted]’s signed “cash-option acknowledgment page and payment history for his records.   We are unable to reinstate the “cash-option” due to payments not being made timely on the account.    Conn’s values Mr. [redacted] as a customer and appreciates him for bringing his concerns to our attention.   Thank you, Cheryle [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]

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]

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 Mr. [redacted]’ complaint. Our records show on 5/13/16, Mrs. [redacted] purchased a [redacted] mattress which was delivered and received on good order on 5/14/16.We researched Mr. [redacted]’ complaint and found the mattress originally...

purchased cames with a 120-day Comfort Guarantee Trial that is offered by the manufacturer as a one-time offer. We show on 6/24/16, Mrs. [redacted] returned to her local Conn’s to exchange her mattress as she was not satisfied with the model. Our records show Mrs. [redacted] re-selected the [redacted] mattress which was delivered and received in good order on 6/25/16. We contacted the store manager who stated Mrs. [redacted] was made aware prior to the exchange that the Comfort Guarantee is a one-time exchange offered by the manufacture and could not be exchange a second time. Conn's also display the manufacturer's 120-Day Trial on all qualifying mattresses as well as list the Terms and Condition online.Although Conn’s has a NO Return/Exchange on all mattresses, Mrs. [redacted] was able to take advantage of the manufacturer’s 120-day Trial. [redacted]’s Comfort Guarantee has a limit of one trial offer per each customer therefore; at this time we are unable to honor Mr. [redacted]’ request for a second exchange. If we may be of further assistance, Mr. and Mrs. [redacted] may contact us at 1-866-765-1513. Kind regards,Dyeisha [redacted]Customer Relations

Thank you for the opportunity to respond to Mr. [redacted]'s concerns regarding collection calls he has received.  According to our records, the telephone number Mr. [redacted] provided was linked to a Conn's account in error.  We have placed a cease communication on the telephone number...

provided.We appreciate Mr. [redacted] for bringing his concerns to our attention and sincerely apologize for any inconvenience he may have experienced due to this matter.   Thank you, Cheryle S[redacted]

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] concerns regarding account [redacted]6330.  Ms. [redacted] stated that even though the items
she purchased were returned, her account remains opened.
According to
our records, Mrs. [redacted] refused the delivery of her product and...

the product
was credited to the account on November 10, 2015.  Mrs. [redacted] account remained open due to
the delivery fee.  As a onetime offer and
a goodwill gesture, we have credited the delivery fee to the account.  The account is in the process of
closing.  We ask that Ms. [redacted] please
allow 7-10 business days for the account to close.  Ms. [redacted] will receive a close-out letter
in the mail within 30 days of the account closing. 
We value Ms.
[redacted] as a customer and apologize for any inconvenience she may have
experienced due to this matter.  Thank you,[redacted]

[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.  on a side note, Not that someone should ever expect to be in a position like this but the company handled it the way you would expect a good company to do so. Very sorry about how we got to this point but I thank Conns very much for honoring their initial promises. Will gladly shop with them in the future.

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.  Sent: Friday, January 27, 2017 3:36 PM Subject: Re: #[redacted]conns has never even called in attempt to pick up the entertainment center. I have tried to call the number attached in the message send back from them and it says its no longer in service/

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]

Thank you for the opportunity to respond to Mrs. [redacted]’
complaint.  Our records show on 10/22/14, Mrs. [redacted]
purchased a...

[redacted] French door refrigerator with a (limited 1-year
manufacturer warranty).  Mrs. [redacted] declined to purchase any additional
RSA coverage for her refrigerator.  Mrs. [redacted]’ signed invoice
indicates at the time of purchase she acknowledged she was provided a copy of
Conn’s Return and Exchange Policy which states: A consumer has 30-days from the
date of purchase to return or exchange (electronics and appliances) with a
required 15% restocking fee.  Mrs. [redacted] elected to have her
refrigerator delivered; we show Mrs. [redacted]’ delivery was completed on 10/23/14.
 
After researching Mrs. [redacted]’ complaint we found she contacted
us on four separate occasions.
 
·        On 10/24/14, Mrs. [redacted]
contacted us; stating a grinding noise was coming from
the ice-maker.  We attempted to contact Mrs. [redacted] to have her
unit assessed but we were unable to get in contact with her, therefore the
service order was cancelled.
·        On 11/10/14, Mrs. [redacted]
contacted us; stating the refrigerator was not making ice.  A service call
was scheduled through the manufacturer; during the inspection the technician
found the ice maker needed to be replaced.  However, Mrs. [redacted] refused
service and her service order was cancelled.
·        On 2/03/15, Mrs. [redacted]
contacted us; stating the unit was not creating ice.  We attempted to
contact Mrs. [redacted] on several occasions, but due to no response her service
order was cancelled.
·        On 3/30/15, Mrs. [redacted]
contacted us again; stating the refrigerator was still not producing ice. 
A service call was scheduled through the manufacturer; during the inspection
the technician found the sensor light was on indicating the water filter needed
to be replaced.
 At this time Mrs. [redacted]’ refrigerator does not meet the
qualifications for an exchange under the Terms and Conditions of the
manufacturer warranty.  As a gesture of goodwill we have created a new
service order for a Conn’s technician to assess her unit; Mrs. [redacted] is
scheduled for 6/06/15. 
  
If we may be of further
assistance, Mrs. [redacted] may contact our Customer Service Department at [redacted].
 
Kind 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.  
Your service policy clearly states that your company has 30 days to fix the product or a replacement will be issues. In those 30 days I called numerous times to check on service and to check on when the parts would be in. So by your warrant standards I should have received my replacement dishwasher the week of 12/26 or perhaps even the following week. Instead I had to wait 22 more days to receive my replacement. And had I waited for YOUR company to call me to inform me I had been approved I would not had received my replacement until 1/23, as I did not receive a phone informing me that I had been approved for replacement until 1/16- 1 hour before my dishwasher was already scheduled to be dropped off. It is appalling how bad your company treats its customers, especially those that are in good standing. On top of that I only believe I was approved for a replacement because of this complaint that I had filed with the Revdex.com. 
Regards,
[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]

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