Alan J. Slobodnik, M.S.W.

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.  Respectfully I would like to let cons know that this would be my last time doing business with them as this was not explain to me in the beginning of our conversation with the representative and I know that you actually record a conversations with customers as they did buy the previous representative. If this was a misunderstanding I wish you would have let me know from the beginning and not be wasting everyone's time. But next time I would know not to trust you guys and know that you are not a company of your word Thank You Revdex.com for the opportunity in this matter of why you are not satisfied with this resolution.]
Regards,

Thank you for the opportunity to respond to Mrs. [redacted]’s additional comments.  As mentioned in Mrs. [redacted]’s response; a service appointment was scheduled for1/30/16.  However, due to another scheduling conflict Mrs. [redacted]’s service order was cancelled and rescheduled.  As of 2/09/16, Mrs. [redacted] is scheduled to have service completed on 2/27/16.  Mrs. [redacted]’s sofa is ONLY covered by the manufacturer warranty; no additional Furnituregard coverage was purchased to review other options.  As stated in Conn’s Return and Exchange Policy: If your product fails while under manufacturer’s warranty, Conn’s Factory Authorized Service will repair your product according to these warranties.  Once service has been completed and we have the serviceman’s report; we will be able to determine what further action will be needed. If we may be of further assistance, Mrs. [redacted] may contact our Customer Service Department at 1-877-358-1252. Kind regards,  Jana A[redacted]











2/27/2016






Complaint

Dear Ms. [redacted],
On November 11, 2015, I opened an account with Conn's Home Plus with next day delivery/no interest for 12 months. I purchased a Sofa, Recliner, Mattress set with a free box spring and a TV. Upon arrival of the merchandise which was suppose to be
the next day ended up being...

several days. When they finally delivered the furniture they told me sofa was damaged and could not be delivered, the recliner would not recline and the box spring was also defected. I refused everything. I asked them, "Why
did yall even come if every thing was damaged?"
On November14, 2015, I went back in the store to make another selection and was told the sofa was not in stock. I now believe they knew I would not get next day delivery and they noted they gave me the run around concerning delivery date. I decided to
purchase a Medium [redacted] Set with free box spring which was on sale. A couple of days after the mattress was delivered, l informed Omar, my salesperson the mattress was uncomfortable and too firm
because I suffered from a medical condition [redacted] and Migraines, and could not sleep comfortably. He told me his manager said I had to wait 30 days before I could exchange for a more softer mattress set.
After 30 days, on December 14, 2015, I went into the Conn's Home Plus Store at [redacted] to choose a softer mattress set and was told by Carlos the salesperson (Omar was off) since the same mattress set was not
on sell anymore I would have to pay regular price. I told him I only wanted to exchange for the Soft [redacted] Set , "Why should I have to pay regular price for the same mattress when it was on sale when I opened the
account and why did they tell I could exchange after 30 days? I didn't think it should have mattered since it was on sale when I opened the account. He also said in order to get another mattress I would have to pay regular price run my credit again and get
a new contract. I told Carlos they could arrange to pick the mattress up but he wanted me to talk with the manager Tyrone who wasn't available but would have him call me. The manager never called but Omar, my original salesperson called me on
December 15, 2015 to tell me his manager told him I could not exchange and they would not pick the mattress up. I then called Conn's customer service spoke with Keshonda, she told me the [redacted] manufacturer has a no refund/exchange policy. Spoke
to Samantha with [redacted] 1-800-697-3259 today. She said their policy has nothing to do with Conn's policy. I told Conn's I didn't want a refund because my first payment was due on December 14, 2015 and they had
nothing to refund, all I wanted was a softer mattress after I was told I could do so after 30 days. I feel I have conned and frauded by Conn's Home Plus.
Thank you for reviewing my complaint because I fell I have been conned by Conn's Home Plus.
Sincerely,
[redacted]







Desired Resolution

Unspecified

Consumer Business Dialog

[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.  My problem was that a new stove SHOULD NOT have already needed repairs.  But they have to abide by their repair agreement and so do I.  The stove has been repaired as per the repair warranty/agreement and is now working fine.  I want to thank you for assisting me in this matter and I also want to thank Conn's.

Thank you for the opportunity to respond to Mrs. Janowski’s complaint. Our records show on 11/12/16, Mrs. Janowski purchased a [redacted] and elected to purchase a 24-month Repair Service Agreement Plan. We show Mrs. Janowski received free delivery with her qualified purchase...

and her refrigerator was received in good order on 11/22/16. As listed under our shipping information; “Conn’s Next Day Delivery is limited to delivery within Conn's Next Day Delivery zones. Next Day Delivery is subject to availability and is not available on select days in Alexandria; Jackson; Knoxville; Lubbock; Monroe; Nashville; Odessa; Shreveport; Yuma; CO; GA; SC and OK markets”. We researched Mrs. Janowski’s service history and found that she contacted us on 11/25/16 stating her refrigerator was not cooling and not dispensing ice. We did not have a technician in Mrs. Janowski’s area which caused a delay scheduling her initial appointment. However; we were able to locate a 3rd party certified technician who assessed Mrs. Janowski refrigerator on 12/7/16; during the inspection, the technician found parts were needed to complete repairs. After further review of Mrs. Janowski’s service needs, Conn’s has agreed to issue an even exchange on her refrigerator. Our records show Mrs. Janowski’s new unit is currently scheduled for delivery on 12/11/16. We sincerely apologize for any inconvenience Mrs. Janowski experienced as a result of the service delay. At this time we are unable to honor Mrs. Janowski’s request to receive a free 32” TV; the promotional offer was for either free delivery or 32” TV and Mrs. Janowski was able to take advantage of Conn’s free delivery. If we may be of further assistance, Mrs. Janowski may contact us at 1-866-765-1513.  Kind regards, Dyeisha [redacted]

Thank you for the
opportunity to respond to Mrs. [redacted]’s complaint regarding a purchase made
under the name [redacted].  Our records show on 7/14/15, Mr. [redacted] purchased a
Frigidaire side by side refrigerator with a 24-month Repair Service
Agreement.  Mr. [redacted] was financed...

through RAC Acceptance Now which is a
third party financing option.  Mr. [redacted] elected to have his refrigerator
delivered; which was completed on 7/15/15. 
We researched Mrs.
[redacted]’s complaint and found her issue has been addressed and resolved. 
Our records indicate an exchange was approved for Mr. [redacted] to replace his
refrigerator on 8/19/15.  Mr. [redacted]
initiated his exchange that same day and was scheduled for delivery on 8/20/15.  At the time of
delivery Mr. [redacted]’s property was damaged; Mr. [redacted] was in contact with a
UST delivery manager (third party delivery service).  Mr. [redacted] was
offered and signed accepting a settlement for the inconvenience and damages
caused.   
    
If we may be of further
assistance, Mrs. [redacted] may contact our Customer Service at 1-877-358-1252.
 
Kind regards,
 
Jana A[redacted]

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to Mr. [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, 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: He elected to receive a refund instead of exchanging his television but was informed that his refund would take up to 30 days;He requested a written statement which provide information regarding Conn’s refund policy; andHe is requesting to have an immediate refund or receive an exchange for the next model up.   Our investigation reveals that: Mr. [redacted] has been made aware that he may return his television and receive a refund in lieu of the exchange which may take up to 30-days depending on when the unit is returned;Although we are unable to provide a written statement; all refunds go through a standard procedure which may take up to 30-days (this is a estimated time of arrival); andOnce Mr. [redacted]’s television has been returned we can submit a request to expedite his refund check. However; we are to honor his request to exchange his television for the newer model at the same price.   Our record show 11/22/16, Mr. [redacted] purchased a 70” [redacted] TV and elected to purchase a 25-month Repair Service Agreement Plan.   We researched Mr. [redacted]’s complaint and found that on 2/7/18, his television was approved for an exchange due to the unit was deemed uneconomical to be repaired.  We show Mr. [redacted] contacted our customer service department on 2/12/18 requesting to receive a refund for the television in lieu of the exchange. Mr. [redacted] was informed that he would need to return the television to his nearest Conn’s and we would submit a refund request which may take up to 30-days to receive. Mr. [redacted] has been made aware that this is standard procedure and we will make every effort to issue his refund in a time manner.     Conn’s value Mr. [redacted] as our customer and appreciates him for bringing this matter to our attention.   Sincerely, Conn’s Inc. Tell us why here...

Thank you for the opportunity to
respond to [redacted] complaint regarding a purchase made under the name
[redacted].  Our records show on 
Roman";mso-hansi-theme-font:major-latin;color:darkblue">3/05/15, [redacted] purchased a [redacted] 40” Smart LED TV with a
(49-month Repair Service Agreement) and a [redacted] player with a (limited
1-year manufacturer) totaling $1,136.58.  [redacted]’s purchase was
financed through [redacted] Bank on a 36-month Fixed Payment Reduced APR; [redacted] signed his invoice and authorization page acknowledging his agreement
with [redacted] Bank.  [redacted]’s signed invoice also indicates at the
time of purchase he acknowledged he was provided a copy of the Repair Service Agreement
and that he understood the coverage associated with his [redacted] 40” TV. 
 
After researching [redacted]
complaint we found [redacted] faxed a Service Agreement Cancellation Request
Form to have the warranty on his TV cancelled on5/24/15.  Our records show on 5/26/15, [redacted]’s warranty was cancelled at a pro rata amount and a
credit of $201.54 was processed to his [redacted] account.  The total
warranty cost with taxes came to $238.14 less the $23.81 cancellation fee
$12.79 pro rata amount totaling $201.54 which was credited to [redacted]’s
account leaving him a remaining balance of $898.44.
 
After further research we
confirmed at the time of [redacted]’s purchase on 3/05/15; Conn’s were offering 0%
interest for 24-months on ALL ELECTRONICS $999 and up.  [redacted]’s TV
was purchased/sold at $699.99 which excluded him from the promotion we were
offering at the time of his purchase.  Therefore, we are unable to honor
[redacted] request.
 
In regards to [redacted]
returning his [redacted] player; his 30-day time frame to return or exchange his
unit with the required 15% restocking expired as of 4/05/15.  Therefore, we are unable
to honor [redacted] request to return the [redacted] player under our Return
and Exchange Policy.
 
We have included supporting
documents in our response.
 
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.  I 
[The sales associate at Conns lied and told me and my husband both that the bed frame we selected would work with the headboard  and was cheaper to purchase. This sales sssociate was lying to us or just didn’t know what he was talking about. I kept the bed frame so my 6’2” 270lb son  would have something to lay on. I am very unsatisfied with this decision. I want this matter resolved or I will hire an attorney. I also will contact every news station I can to put the word out about the [redacted] 
Regards,

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: Tuesday, May 24, 2016 12:15 PM Subject: Re: You have a New Message from Revdex.com Regarding Complaint #[redacted]Dear Revdex.com of HoustonI received an e-mail from Dyeisha [redacted] from Conn's Customer Service and she also left a voice mail on my phone asking me to call the customer service department in regards to the Revdex.com complaint that I filed. I have been on the phone for forty-five minutes and transferred ten times. I'm being told that there is no one with the name Dyeisha [redacted] working for Conn's. I'm also being told that the voice mail left on my phone was not left on my phone. This is the inept service that I'm dealing with.To address Dyeisha [redacted] response to my complaint I do not accept it because I went to the store and confirmed on video that this mattress is not firm.Sincerely,[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,
when they took the money they overdrew my account in the amount of 37.00 dollars which I feel they still owe me. I did get the one hundred and seven dollars and twenty three cents on 10/02/2015. They say they don't owe me the thirty seven dollars I say they do [redacted]

Thank you for
the opportunity to respond to Ms. [redacted] concerns regarding account
[redacted].  [redacted] stated she is
disputing the charge of the dryer on her account because it is not drying
clothes and would like the dryer removed from her account. [redacted] also
stated she...

would like all delinquencies removed from her credit report.
According to
our records, [redacted] signed a 32-month retail installment contract on
February 15, 2014.  This retail
installment contract included a dryer as well as other furniture pieces,
appliances and electronics. 
[redacted]
stated she called and reported that the dryer was not drying properly; however,
there are no service calls on file for [redacted].  If [redacted] would like to schedule service
on the dryer she may do so by calling [redacted] to schedule a service
call. 
[redacted]
stated she is disputing the cost for the dryer and would like it removed from
her account.  The dryer is outside the
return or exchange period; therefore, we are unable to remove the dryer from
the account. 
We are
obligated to report factual information to the credit bureaus and are unable to
remove the negative credit marks assessed on the account due to
non-payment. 
We have
attached a copy of Ms. [redacted] signed retail installment contract and payment
history for her records. 
We value Ms.
[redacted] as a customer and appreciate her for bringing her concerns to our
attention. Thank you,Cheryle [redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint.  Our records show onOctober 2, 2016, Mrs. [redacted] purchased a [redacted] firm mattress with a 36-month Furnituregard Plan and a Tempurpedic [redacted] plus queen adjustable base with a 36-month Furnituregard...

Plan.  Mrs. [redacted] signed her invoice which provides a detailed list and price of the items she elected to purchase.  Mrs. [redacted] was provided a copy of Conn’s Return & Exchange Policy at the time of purchase which states:No Returns/Exchange on – Furniture, mattresses,décor & accessories unless inspected by a Conn's Service Technician and found to have a manufacturer's defect **Mrs. [redacted] elected to have her items delivered; which was completed onOctober 5, 2016.  Mrs. [redacted]’s delivery receipt was signed acknowledging that her items were received in good order.   We researched Mrs. [redacted]’s complaint and found she contacted us the day after receiving delivery October 6, 2016; stating the wrong base was received.  Mrs. [redacted] stated that she was expecting to receive an adjustable base with the massage option; however a regular adjustable base was delivered.  After further review we show Mrs. [redacted] was later contacted by her local Conn’s and offered the option to exchange the base for the base with the massage feature but she would need to pay the difference.  As a gesture of goodwill Mrs. [redacted] was offered a $100.00 gift card to use towards the purchase of a new adjustable base; however Mrs. [redacted] declined our offer and stated that the adjustable base she wanted was an additional $600.00 and she did not want to pay the difference.    Although we are unable to honor Mrs. [redacted] request to exchange the adjustable base at no additional charge; Conn’s is willing to extend the offer to exchange her base and provide a $100.00 gift card.   In regard, to Mrs. [redacted]’s statement about her mattress not being comfortable.  Although Conn’s has a No Return & Exchange Policy on mattresses; the mattress Mrs. [redacted]’s purchased qualifies for Sealy 120-Day Comfort Guarantee which will allow her the option to a one time exchange.  Mrs. [redacted] may visit her local Conn’s to re-select a new mattress and exchange the adjustable base that was delivered if she desires.    If we may be of further assistance, Mrs. [redacted] may contact our Customer Service Department at1-877-358-1252.      Kind regards,     Jana A[redacted]

Thank you for
the opportunity to respond to Ms. [redacted]’s concerns regarding account [redacted].  Ms. [redacted] stated she returned her product,
but continues to receive collection calls and she would like the account from
her credit. 
 
According to
our records, Ms. [redacted]...

signed a 32-month retail installment contract on March
2, 2015.  Ms. [redacted] stated the delivery
drivers damaged her property and did not assemble the product correctly.  We have no record of Ms. [redacted] contacting
Conn’s to file a claim or to have the products serviced. 
 
Ms. [redacted]
stated she returned the product.  We have
no record of the items being returned to Conn’s. 
 
We are
obligated to report factual information to the credit bureaus and are unable to
remove the negative credit marks assessed on the account due to payments not
being made timely. 
 
Ms. [redacted]
also had questions regarding Mr. [redacted]’s account.  Although we are unable to address Mr. [redacted]’s
concerns with Mrs. [redacted], we will send Mr. [redacted] a certified letter to the
address on file to answer any questions or concerns he may have.
 
Conn’s values
Ms. [redacted] as a customer and appreciates her 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.  
[What you continue to fail to realize is that your store had the price of the [redacted] base incorrectly priced when I shown and subsequently selected. I did not alter the pricing on the sheet, YOU guys had it misprinted! For that fact alone is why the price should be honored. Not because I came back to the store to redo the documents; I only redid the docs because I trusted that Mike D. would have it taken cared of. I called immediately when I noticed it was incorrect and said that I would cancel the complete order. Your salesperson said that was unnecessary and that it would be handled, but that it would take a couple weeks. This wasn't my first purchase at this location but it is the last time I patronize any of your stores.]
Regards,
[redacted]

Thank you for the opportunity to respond to Mrs. [redacted] complaint. Our records show on 6/27/16, Mrs. [redacted] purchased a Hewlett Packard Envy Touchsmart notebook and elected to purchase a 37-month Repair Service Agreement Plan. We researched Mrs. [redacted] complaint and found she brought...

her notebook into service 7/23/16 stating the unit would not turn on. Mrs. [redacted] notebook sent to the service center on 7/25/16; during the inspection the technician found a part was needed for repair. Upon installing the part, the technician found another issue with the motherboard and had to order additional parts to complete repairs. Due to the time-frame the parts would become available, Conn’s agreed to issue an even exchange on the unit. Mrs. [redacted] was contacted and made aware that she may return to Conn’s to initiate the approved exchange. Our records show on 8/11/16, Mrs. [redacted] processed her exchange and signed acknowledging she received her new unit in good order. We sincerely apologize for any inconvenience Mrs. [redacted] experienced as a result of the delay. If we may be of further assistance, Mrs. [redacted] may contact us at [redacted] Kind regards, Dyeisha [redacted]

Thank you for
the opportunity to respond to Mr. [redacted]’s concerns regarding account
[redacted].  Mr. [redacted] stated he
canceled her order on October 21, 2015, but did not realize they kept the bedding.
He would like to pay for the bedding and have the account closed. ...


 
According to
our records, Mr. [redacted] signed a 32-month retail installment contract on
October 17, 2015.  Mr. [redacted] canceled
her order and a credit of $7692.55 was applied to her account.  Mr. [redacted] kept the bedding; therefore, owed
the remaining balance on the account.  On
December 10, 2015, Mr. [redacted] called our automated system and obtained a
payoff balance of $300.17. On December 18, 2015 Conn’s began making call
attempts regarding the past due balance. 
We were able to reach Mr. [redacted] on December 24, 2015 and he requested
proof of the remaining account balance.  We mailed a payment history to the address on
file showing the credit that was applied to the account and the remaining
balance owed.  On January 30, 2016 we
were able to speak with Mr. [redacted] and he stated he did not have the bedding
in question and the account should be closed. We spoke with Mr. [redacted] on February 8, 2016
and he stated he did have the bedding and wished to pay the balance for the
bedding only.  On February 8, 2016
submitted a payment in the amount of $271.22. 
 
As a one-time
offer and a gesture of goodwill, we have accepted the payment amount of $271.22
and will close the account.  We have also
reversed any negative credit marks assessed on the account.  Mr. [redacted] will receive a close-out letter
once the maintenance is completed. 
 
Conn’s values
Mr. [redacted] as a customer and apologizes for any inconvenience he may have
experienced due to this matter.

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint. We spoke to the sales associate regarding Mrs. [redacted]’s compliant and was advised that Mrs. [redacted]’s credit application was approved for up to $2,500.00. The sales representative stated Mrs. [redacted] originally elected to purchase a [redacted]...

computer, chest freezer and two headphones but inquired about a mattress and adjustable base prior to completing the transaction.  Mrs. [redacted] was informed that she did not have enough credit to add the mattress and adjustable base but she could remove some merchandise in order to purchase these products or pay the difference in price to add the additional items. The sales representative stated after consideration, Mrs. [redacted] decided to purchase a [redacted] Queen mattress, a [redacted] queen box spring, ** chest freezer, and two headphones in order to remain within her approved credit limit. The sales representative also stated he went over the invoice prior to completing the transaction to confirm the items elected were correct. Mr. [redacted] signed her invoice and contract acknowledging that she agreed to purchase the items listed.   We verified upon delivery, Mrs. [redacted] had someone else signed acknowledging all items were received in good order except the box spring which was refused. Mrs. [redacted] has been advised on several occasions that we are unable to return the mattress as Conn’s has a No Return or Exchange Policy on all mattresses. However; we can issue a credit to her account for the box spring that was refused during delivery. We confirmed that the items listed on Mrs. [redacted]’s signed invoice/contract are the same items she received at the time of delivery. Therefore; at this time we are unable to honor Mrs. [redacted]’s request.   We have included a copy of Mrs. [redacted]’s signed invoice.   If we may be of further assistance, Mrs. [redacted] may contact us at 1-866-765-1513.   Kind regards,   Dyeisha W[redacted]

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to the concerns you have regarding account(s) [redacted]. We have a more than 120-year history of quality customer service and satisfaction, and I would not want anything to impair that record. Our contact information is located...

on [redacted] retail installment contract or promissory note and security agreement, invoice, coupon book, and welcome letter. As a reminder, she may contact Conn’s regarding questions about her purchase by calling our Customer Service Helpdesk at 1-877-358-1252, or on-line at www.conns.com.   [redacted] stated in her complaint that: she signed a contract that had 12 months no-interest; she made the final payment of $706.60 on March 23, 2017; the account did not close; and she would like the account closed.  Our investigation reveals that: [redacted] account included our 12-month no-interest financing promotion (“cash-option”). she made her final payment of $706.60 on March 23, 2017; the account did not close due to a system issue; and Conn’s is working diligently to resolve the issue and close the account.  According to our records, [redacted] signed a 32-month retail installment contract on April 2, 2016. That contract included our 12-month no-interest financing promotion (“cash-option”).   [redacted] made her final payment of $706.60 on March 23, 2017 which should have closed the account; however, due to a system issue, the account did not close.   Conn’s is working diligently to resolve the issue and close [redacted] account.  Once the account closes, [redacted] will receive a close-out letter in the mail. Conn’s values [redacted] as a customer and sincerely apologizes for any inconvenience she experienced due to this matter.

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.  
Please again it's [redacted], also the page I attached does show the unemployment insurance. And yet AGAIN I request someone to call me to discuss this matter however you seem to almost refuse this request again and again.
Regards,

Thank you for
the opportunity to respond to Ms. [redacted]’s concerns regarding account
[redacted].  Ms. [redacted] stated she
scheduled a payment on August 5, 2015 in the amount of $107.23, but there was
and additional payment in the amount of $107.23 that posted on August 13, 2015
as...

well.
According to
our records, Ms. [redacted] scheduled a payment in the amount of $107.23 on August
1, 2015 to post to her account on August 5, 2015.  Additionally, Ms. [redacted] scheduled an additional
payment on August 12, 2015 to post on that date.  We have attached a copy of Ms. [redacted]’s
payment confirmations for her records. 
Conn’s as of
September 16, 2015 the check refund request was processed.  We will overnight the check via [redacted] to Ms.
[redacted] once it has been completed. 
We value Ms.
[redacted] as a customer and apologize for any inconvenience she has experienced
due to this matter.  Thank you,Cheryle S[redacted]