Alan J. Slobodnik, M.S.W.

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 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]

"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]

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: Sunday, January 17, 2016 3:01 PM Subject: Re: You have a New Message from Revdex.com Regarding...

Complaint #[redacted]Dear [redacted] : This message is in regard to your complaint submitted on 12/28/2015 against Conns Appliance, Inc..  Your complaint was assigned ID [redacted]. You recently filed a complaint on the above mentioned company.  The last we heard from you the issue was not resolved.  Please provide us with an update and advised which items (if any) remain unresolved. Please complete and return it as soon as possible. Are the issues resolved?   No If no, what issues remain outstanding? No one has tried to reach out to me concerning a replacement mattress, but I'm sure they will be calling for a payment very soon. Did you ever file your case through the court system?  No I have no filed a case through the courts.   Signature: [redacted]  Date: January 17, 2016

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]

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.

[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 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.

Thank you for the opportunity to respond to Mrs. [redacted]’ complaint.  Our records show on6/18/15, Mrs. [redacted] purchased a [redacted] side by side refrigerator with a 48-month Repair Service Agreement.  Mrs. [redacted] was provided a copy of Conn’s Return & Exchange Policy at the time of...

purchase and she also signed acknowledging that she was provided a copy of the Repair Service Agreement brochure and that she understood the coverage associated with the covered product.  Mrs. [redacted] elected to have her refrigerator delivered; which was completed on6/19/15.   We researched Mrs. [redacted]’ complaint and found she contacted us on10/19/16; stating her refrigerator was not cooling or freezing and leaking water.  A service call was scheduled; during the inspection the technician found that parts needed to be ordered.  After reviewing Mrs. [redacted]’ service order we found that the parts were ordered from the manufacturer; however the parts were on back order.  Our records show Mrs. [redacted]’ service was completed on11/18/16.  The technician installed a new tube and starter; once the parts were installed the technician tested Mrs. [redacted]’ refrigerator and found the unit was working properly.    In regard to Mrs. [redacted]’ food loss claim; we show on11/25/16her claim was submitted and approved for the max amount of $150.00.  As listed in Mrs. [redacted]’ Repair Service Agreement Terms and Conditions (No.2)Additional Coverages: Appliances: Verified food loss of up to$150 on refrigeratorsand up to $250 on freezers, per occurrence, over the term of the Agreement as a result of a covered failure.  This information can also be found on Conn’s website online athttp://www.conns.com/rsa-tc.   At this time we are unable to honor Mrs. [redacted]’ request for additional credit towards her food loss claim.  Mrs. [redacted]’ food loss claim was approved under the Ts & Cs of the Repair Service Agreement.   If we may be of further assistance, Mrs. [redacted] may contact our Customer Service Department at1-877-358-1252.        Jana [redacted] Customer Relations

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 accounts
[redacted]7731 and [redacted]7732.  Ms. [redacted] stated
she overpaid her accounts, but has not received a refund for the overpayment amount. 
According to
our records, Ms. [redacted] submitted a payment in...

the amount of $1941.91 on account
[redacted]7731 on November 23, 2015.  This
overpaid the account by $167.34.  Additionally,
Ms. [redacted] submitted a payment in the amount of $1379.05 on account [redacted]7732
on November 23, 2015. This overpaid this account by $85.38. 
When a payment
is submitted for more than the amount owed, Conn’s must process the payment for
the amount submitted.  Once the payment
has posted and we verify the payment has been negotiated with the customer’s
financial institution, we are able to process a refund for the overpayment
amount. 
On December 14,
2015 a refund in the amount of $167.34 was processed on account [redacted]7731 and a
refund in the amount of $85.38 was processed on account [redacted]7732.  We ask that Ms. [redacted] please allow 10-14
business days to receive her refunds.  If
Ms. [redacted] has not received her refund checks on or before January 5, 2015, we
ask that she contact our customer service department at 877-358-1252 so we may
track the checks. 
We value Ms. [redacted] as a customer and appreciate
her for bringing her concerns to our attention. 
Thank you, Cheryle S[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 Ms. [redacted]’s concerns regarding account [redacted].  Ms. [redacted] stated she paid her account off, but it is still reporting negatively on her credit.   According to our records, Ms. [redacted] signed a 30-month retail installment contract on...

December 6, [redacted].  She agreed to have her minimum monthly payment due on the 6th of each month.  On August 21, 2014, Ms. [redacted] agreed to a settlement on her account.    Conn’s is obligated to report factual information to the credit bureaus and we are unable to remove any negative credit marks or the charge-off status of the account due to payments not being made timely.  If Ms. [redacted]’s credit report shows anything other than “charged-off, settled for less than balance owed,” we ask that she please fax a copy of her credit report from one of the three major credit bureaus so we may investigate the matter further.   Conn’s appreciates Ms. [redacted] for bringing her concerns to our attention.    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.]
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,

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to Ms. [redacted]’s concern. 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: She contacted us for repairs on her table, chairs and sofa but we refused to fix her items; andShe is requesting a refund for her warranty.  Our investigation reveals that: Ms. [redacted] was approved for an exchange on her table only on 6/14/17. We have no records showing Ms. [redacted] has contacted us regarding any issues with her chairs since the date of purchase. Also, Ms. [redacted] is currently scheduled to have her loveseat assessed on 3/12/18; andMs. [redacted] may cancel her warranty at any time to receive a pro-rate refund as listed under the terms and condition.   Our records show on 7/4/15, Ms. [redacted] purchased the [redacted] Counter table top and leg, four [redacted] Cherry Counter chairs, two [redacted] Tan loveseat, [redacted] Tan ottoman and a [redacted] desktop. We show Ms. [redacted] elected to purchase a 48-month FurnitureGard Plan for her furniture.   We researched Ms. [redacted]’s complaint and found that she contacted us on 5/29/17 for service on her table top. A service inspection was scheduled for 6/8/17. The serviceman found the table top finish was damaged. Ms. [redacted] was contacted and made aware that her table top and leg was approved for an exchange due to the unit was deemed uneconomical to repair. Our records we no longer had the same table Ms. [redacted] originally elected; therefore, she was approved for an in-store credit to reselect any item in the store for up to $259.99. Ms. [redacted] contacted our customer service department stating that she was unable to find a new table that matched her chairs and requested to have her chairs exchange as well; however, Ms. [redacted] was informed that we were unable to issue an exchange for the chairs since she did not originally purchase the table and chairs as a set and no issues were reported with the chairs.   In regards to Ms. [redacted]’s loveseat we show she first contacted us for service on 5/29/17 stating the cushions were flat. A service appointment was scheduled for 6/8/17. The serviceman found that the seat core was slightly flat. After further reviewing the serviceman’s report and photos taken at the time of inspection, Ms. [redacted] was made aware that the unit shows signs of normal wear with everyday use which is not covered by the warranty. Ms. [redacted] contacted service again on 6/19/17 regarding the same issue. However; her service order was canceled after numerous attempts to re-assess the furniture.   We show Ms. [redacted] last service call on her loveseat was received on 2/12/18. Ms. [redacted] is currently scheduled to have a serviceman assess her loveseat on 3/12/18. Once the serviceman inspects the unit we can determine what further actions may be required.   Conn’s value Ms. [redacted] as our customer and appreciates her for bringing this matter to our attention.   Sincerely, Conn’s Inc.

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 repair man came today and now the stove can't be fix it is the 4 time they try to fix it I would like them to replace my stove plus credit on my bill for the time lost where I couldn't use my stove
Regards,

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint. Our records show on6/4/16, Mrs. [redacted] purchased a [redacted] Convertible Notebook and elected to purchase a 37-month Repair Maintenance Agreement Plan.   We reviewed Mrs. [redacted]’s complaint and found she contacted our...

service department on 6/13/16stating her notebook boots to hard disk failure error. Mrs. [redacted] notebook was sent to Conn’s service center on6/17/16; during the inspection the technician found parts were needed for repair. The parts were ordered through the manufacturer however; there has been a delay receiving the parts to complete the repairs. Therefore; Conn’s has agreed to issue an even exchange on Mrs. [redacted]’s notebook due to the delay. Mrs. [redacted] may visit her nearest Conn’s to initiate the approved exchange.   We sincerely apologize for any inconvenience Mrs. [redacted] experienced as a result of the service delay.   If we may be of further assistance, Mrs. [redacted] may contact us at1-866-765-1513.   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,
  I [redacted] and my wife [redacted] would like to be refunded of the proctection plan we purchased and would also like the protection plan to me terminated from contract. I have not spoken with any one from conns customer service I was informed by the manager at conns that handle was not covered under warranty however the sales associate Caleb stated that we where protected that's why we purchased. I would like fridge repaired or picked up as I don't want to pay for fridge or continue to deal with conns as I feel like I was lied to upon purchase

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]