Alan J. Slobodnik, M.S.W.

Thank you for the
opportunity to respond to [redacted] complaint.  Our records show on 4/13/14, [redacted] purchased an [redacted] which comes with a limited 1-year
manufacturer warranty that expired on 4/13/15; [redacted] also
purchased a 25-month Repair Service Agreement w/Accidental Damage for
his [redacted].  [redacted]’ signed
invoice acknowledges at the time of purchase he was provided a copy of
the RSA & ACCIDENTAL DAMAGE brochure and that he understood the
coverage associated with the product. 

 
We researched [redacted]’
complaint and found he contacted us on 8/18/15; stating the [redacted] not
functioning properly.  Based on
the problem description we suggested for [redacted] take his [redacted] into
service.  [redacted]’ [redacted] was received
on 8/20/15; the technician inspected the unit and found it had a bad
motherboard which was causing the [redacted] to freeze and shutdown.  Therefore, an exchange request was
submitted and approved on 8/21/15 under the Terms and Conditions of the
Repair Service Agreement.  [redacted] was issued a credit up to the original amount paid which was
$429.99 to re-select. 
 
Although, we are unable to
honor [redacted] request for an even exchange; as a gesture of goodwill Conn’s is willing to offer [redacted] a $50.00 gift card to use towards the new purchase.  If [redacted]
declined to re-select; he may receive a refund in lieu of the exchange
under the Terms and Conditions of the Repair Service Agreement or [redacted] may choose to receive a store credit to re-select any (1) item
up to $429.99 under the Terms and Conditions of the Repair Service
Agreement.  Please be mindful
choosing this option will fulfill the warranty and will not be refunded
or transferred. 
If we may be of further
assistance, [redacted] may contact our Customer Service department at
1-877-358-1252.
 
Kind regards,
 
Jana A[redacted]
Customer Relations









           




 



















9/6/2015






Complaint

After having a queen mattress and box spring for over 8 years with no problems just old we were visiting this store not there for a mattress but they're having a managers sale on a queen set as is so we decided that the price looked right for the set. We take it home and set it up with our brand new...

bedding and it's looking really good and comfortable. After a week my wife developed this rash on her arms and eventually I did too. We kept trying to figure out what was biting us and this went on for a while until one night I was watching TV in bed and called my wife from downstairs and told her I killed a bug in the bed and we ignored it until it happened again when I saw bugs crawling on the bed and I called her again so that she could see them crawling on the new comforter, so we took all the bedding off and threw it away put clean bedding on and the same thing happens, so we look up bed bugs to see what they looked like and my wife took a picture of what was found in the bed and they were bed bugs so I called customer service and explained what was going on and they told me they didn't cover infestation and that my claim had been resolved via an email so I was to call and see what the resolution was so I did and they told me there was nothing that they could do. I was very upset with them and told them I was having to pay for something that I couldn't use mind you I just paid the second payment and have quite a few more to pay. I also told them that I would continue to pay only because I didn't want to mess up my credit but that I would take the mattress set and leave it at the door and they could dispose of it. Now we're forced to put our old set back on our bed so we can sleep back in our bedroom and not in our guest room good thing we had stored it and not disposed of it. No one told me when I bought the set that bed bugs was a possibility. I certainly wouldn't have purchased it had I known. I think it should be against company policies to sell floor models because of this possibility. I have purchased several items from Conns over the years and right now I'm very displeased with this store, customer service and the resolution. This account will be paid off and closed never to purchase another item from Conns.







Consumer Business Dialog

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.]
The the fraud department has not respond to my phone calls or called me back I've left numerous messages so the fraud department can call me at [redacted]
Regards,

Thank you for the opportunity to respond to Mrs. [redacted]s complaint. We researched Mrs. [redacted]s complaint and found that her issue has been addressed and resolved.   Our records show we agreed to exchange Mrs. [redacted]s washer and a new washer was delivered in good condition on 8/21/17. We...

sincerely apologize for any inconvenience Mrs. [redacted] experienced as a result of the delay.   Conn’s values Mrs. [redacted] as a customer and appreciates her for bringing her concerns 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 find that this resolution would be satisfactory to me.  Sent: Monday, April 03, 2017 5:03 PMSubject: Re: Your complaint has been receivedThank you for your prompt reply ! In the interim, Conns has replaced the section of furniture mentioned in my complaint. WOULD like to know if there are avenues to pursue if this is a recurring problem with this particular manufacturer used by Conns.Thank you very much for your interest. I believe they acted quicker once they Realized your agency would be involved in the dispute .Sent from my [redacted]

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)       He purchased extended warranty on his washer until 10/3/17 but has not been able to get repairs on his washer; 2)       He was informed that we do not have technician in his area; and 3)       He is requesting to have the unit repaired or receive a refund.   Our investigation reveals that: 1)    Mr. [redacted]’s Repair Service Agreement with Conn’s expired on 9/18/14 2)    Mr. [redacted] was informed to contact his warranty agreement company  for assistances because we did not have a technician in his area for service; and 3)    Mr. [redacted] will need to contact his warranty policy holder.     Our records show on 9/18/10, Mr. [redacted] purchased a [redacted] and elected to purchase a 48-month Repair Service Agreement with Conn’s that expired on 9/18/14.   We researched Mr. [redacted]s’ complaint and found that we have only serviced his washer once while under Conn’s Repair Service Agreement Plan. On 3/24/14, the technician reported he replaced Mr. [redacted]’s switch to complete the repairs.   After further research we were able to confirm that Mr. [redacted] elected to purchase extended warranty through [redacted] Service Protection which  a third party company. Our records show on 7/17/17, we received a service request from [redacted] on Mr. [redacted]’s behalf to assess the washer. However; we notified the warranty company as well as Mr. [redacted] that we no longer had service providers in his area and were unable to assess the unit.   At this time we are unable to honor Mr. [redacted]’s request. Mr. [redacted] has been informed that he would need to contact [redacted] Service Protection directly for further assistance.   Conn’s value Mr. [redacted] as a customer and appreciates him for bringing this matter to our attention.

Thank you for the additional opportunity to respond to Mr. [redacted]’s concerns regarding his account.  Mr. [redacted] received one check for returning his Repair Service Agreement.  The other check that was sent to Mr. [redacted] was for an insurance reimbursement.  These checks came from two different departments; therefore, he would not have been notified, because they came from two separate requests.  Additionally, the insurance check was mailed to the address Conn’s had on file for Mr. [redacted].  He did not provide the updated address until he called to check the status of the insurance refund.  Again, if Mr. [redacted] has not received his refund check, we ask that he contact us so we may track the check.   Thank you, Cheryle [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12388740, and have determined that this proposed action would not resolve my complaint.   We never wanted to buy a mattress in the first place, the sales man told me about the $149.99 charge when I asked him to look at the invoice after my credit card was already charged for it.  We never asked for a mattress, he gave us the delivery price for mattresses instead of what we were actually buying then claimed he made a mistake after my card was already charged but he did not rectify his mistake. thank you

Thank you for the opportunity to respond to Mrs. [redacted]’ complaint.  Our records show on 1/03/14, Mrs. [redacted] purchased a [redacted] 39” LED TV with a 49-month Repair Service Agreement.  Mrs. [redacted]’ signed invoice indicates at the time of purchase she acknowledged she was provided a copy of the...

RSA & ACCIDENTAL DAMAGE brochure and that she understood the coverage associated with the product.  We researched Mrs. [redacted]’ complaint and found she contacted us on 8/09/15; stating the unit was not connecting to Wi-Fi.  We reviewed Mrs. [redacted]’ service history and found the technician deemed her [redacted] 39” uneconomical to repair.  Therefore, an exchange was submitted and approved on 8/18/15 under the Terms and Conditions of the Repair Service Agreement.  The Repair Service Agreement will transfer over to the new selected model.  Mrs. [redacted] was issued a credit up to the original amount paid which was $499.99 to re-select a new TV model because the original model was no longer available. Mrs. [redacted] has been contacted and made aware that she may use the approved credit ($499.99) as in store credit.  Mrs. [redacted] will visit her nearest Conn’s location to re-select and initiate her exchange.       If we may be of further assistance, Mrs. [redacted] may contact Customer Service at 1-877-358-1252.  Kind regards, Jana [redacted]Customer Relations

Thank you for the opportunity to respond to Ms. [redacted]’s additional comments.   As stated in Ms. [redacted]’s last response that was received on 5/26/17, her washer has only had parts replaced on two occasions dated 12/31/16 and 3/29/17.  The technician that last assessed her washer on 4/29/17 indicated that no problem was found with her washer, but indicated there was a problem with the pedestal.  We attempted to contact Ms. [redacted] on 6/01/17 to discuss her concerns, but we were unsuccessful.  We are willing to work with Ms. [redacted] and have a technician remove the pedestal but will need to schedule an appointment.  We ask that Ms. [redacted] contact us directly at 1-866-765-1513 for further assistance. Conn’s values Ms. [redacted] as a customer and appreciates her for bringing her concerns to our attention. Sincerely,   Customer Relations

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 furniture but she has not been able to get assistance; andShe is requesting an exchange on her furniture.   Our investigation reveals that: We have attempted to repair Ms. [redacted]’s furniture; however, she has refused repair needs; and Ms. [redacted] has been advised that her loveseat has been approved for an exchange.   Our records show on 4/19/17, Ms. [redacted] purchased the [redacted] Reclining furniture which consists of three pieces (sofa, loveseat and recliner) and elected to purchase a 36-month FurnitureGard Plan.   We researched Ms. [redacted]’s complaint and found that she contacted our service department on 11/7/17 for repairs on all three furniture pieces. A service appointment was scheduled for 11/14/17. During the inspection the serviceman found the inner coils popping out of the foam and seams separation on all furniture pieces. The serviceman reported that parts were needed to complete repairs (a left seat casing and core for the loveseat, a left seat core for the sofa and a seat core for the recliner). Our records show that parts were shipped to Ms. [redacted]’s residence and she was scheduled for installation 12/29/17. Upon installation, the serviceman found that the loveseat needed an additional part to complete the repairs. The serviceman reported that Ms. [redacted] declined service on her furniture and requested to have her furntiure exchange.   Our records show we contacted Ms. [redacted] on 1/3/18 in attempts to complete the repairs. We agreed to exchange the loveseat since additional parts were needed and Ms. [redacted] agreed to have the parts installed on her sofa and recliner on 1/10/18; however, prior to her appointment Ms. [redacted] contacted the serviceman and requested to cancel her appointment stating she no longer wanted service therefore her service order was canceled.   Although we are unable to honor Ms. [redacted]’s request to exchange all her furniture, she may contact her local Conn’s to initiate the approved exchange for her loveseat. Ms. [redacted] may also contact our Service Department at 1-855-266-6349 to schedule installation for the parts she received for her sofa and recliner.   Conn’s value Ms. [redacted] as our customer and appreciates her for bringing this matter to our attention.     Sincerely, Conn’s Inc.

Thank you for the opportunity to respond to Mrs. [redacted] complaint.  Our records show on12/19/16, Mrs. [redacted] purchased a [redacted] sofa and recliner with a 36-month [redacted] on both pieces.  Mrs. [redacted] received a copy of Conn’s Return & Exchange Policy at...

the time of purchase.  Our Return & Exchange Policy state:No Returns/Exchanges on -Furniture, mattresses, décor & accessories unless inspected by a Conn's Service Technician and found to have a manufacturer's defect **Mrs. [redacted] furniture was delivered on12/20/16.   We researched Mrs. [redacted] dispute and found that she contacted us on 12/21/16regarding her sofa; stating that she had a mark on the back.  A service call was scheduled; during the inspection the serviceman found; the sofa outside back material was rubbed away and damaged.  After reviewing Mrs. [redacted] service history, we found that an exchange was approved on1/10/17to replace her sofa.  Mrs. [redacted] was issued a credit up to the original amount paid which was $899.99 to re-select a new sofa.  It was later found that the sofa and recliner was discontinued; therefore Mrs. [redacted] issue was escalated to upper management and as a gesture of goodwill, Conn’s agreed to exchange Mrs. [redacted] recliner.  Mrs. [redacted] was issued an additional credit of $649.99 to re-select a new recliner.  In total Mrs. [redacted] received $1,549.98 to select two new furniture pieces.  We sincerely apologize to Mrs. [redacted] for any inconvenience she has experienced during this process.   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 [redacted] complaint. Our records show on 3/21/16, **. [redacted] purchased the [redacted] living room furniture which consist of three pieces (sofa, loveseat and recliner), [redacted] Trayer TV console and fireplace, a [redacted] 55” Smart TV and...

received a free 32” [redacted] TV with his qualified purchase. [redacted] delivery was scheduled for 3/26/16 however; upon confirming delivery time **. [redacted] informed the delivery team that the address was incorrect. **. [redacted] was made aware he would need to return to the store to provide the correct address and sign a new contract. **. [redacted] returned to the store on 3/28/16 to correct his information and was re-scheduled for delivery on 4/2/16. Upon delivery, the living room furniture and 32” TV was signed acknowledging the items were received in good order. However; the TV console and fireplace were reported damaged and **. [redacted] stated the 55” TV was the incorrect model purchased. We confirmed **. [redacted] refused the TV, console and fireplace which were returned to the warehouse. The sales representative cancelled the items from his invoice and a credit of $3367.19 was applied to his account.   After reviewing [redacted] complaint we have no records showing he contacted our service department regarding any issues with his furniture since the items were delivered on 4/2/16. **. [redacted] requested to have his furniture picked up and was made aware the furniture would be returned and processed as a voluntary repossession. We verified **. [redacted] agreed to the Terms and Condition of the voluntary repossession and his furniture was picked up by Conn’s delivery team on 6/10/16. Although **. [redacted] returned his furniture as a voluntary repossession; he is still be responsible for any residual balance. If we may be of further assistance, **. [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 complaint.  Our records show on1/03/15, Mr. [redacted] purchased a [redacted] king mattress that came with a limited manufacturer’s warranty and (2) [redacted] king box springs that also came with a limited manufacturer’s warranty;...

no additional Furnituregard coverage was purchased through Conn’s for his mattress and  box springs.  Mr. [redacted] was provided a copy of Conn’s Return & Exchange Policy at the time of his purchase which states:No Returns or Exchanges on – Furniture, mattresses,décor & accessories unless inspected by a Conn’s Service Technician and found to have a manufacturer’s defect **Mr. [redacted] elected to have his items delivered; which was completed on1/04/15.   We researched Mr. [redacted]’s complaint and found he contacted us on7/30/16 regarding his mattress; stating the mattress was sinking in and sagging.  A service call was scheduled; during the inspection the serviceman found the mattress was sitting directly on the floor and had a 1.5 inch body impression.  Although, having the mattress sitting on the floor is considered proper support, damage is a common occurrence because when getting in and out of the bed requires sitting on the edge of the bed.  Overtime this repeated behavior will cause depressions (we have included a photo in our response showing the body impression is visible on the side that is away from the wall and close to the edge).  After reviewing the photos provided by the serviceman; an exchange was submitted and approved on8/11/16under the Terms and Conditions of the manufacturer’s warranty for Mr. [redacted] to replace his mattress.  Mr. [redacted] was issued a credit up to the original amount he paid which was $1,199.99 to reselect a new mattress.   We show Mr. [redacted] later called in on8/11/16; stating to have a check mailed to him instead of receiving an in store credit.  Mr. [redacted] was advised that his information would be forwarded to a manager for further assistance.  Our records indicate Mr. [redacted] contacted us on8/13/16,8/19/16, and8/25/16via email requesting to a refund.  Mr. [redacted] was advised that his exchange was approved under the manufacturer’s warranty which covers the replacement/exchange of a product.  Since filing his complaint Mr. [redacted] picked up his new mattress on 9/17/16.   If we may be of further assistance, Mr. [redacted] may contact our Customer Service Department at1-877-358-1252.     Kind regards,     Jana A[redacted]

Thank you for the opportunity to respond to Mrs. [redacted] complaint. Our records show on6/7/15, Mrs. [redacted] purchased a [redacted] side-by-side refrigerator and elected to purchase a 48-month Repair Service Agreement Plan.   We researched Mrs. [redacted] complaint and found she contacted...

our service department on9/14/16stating her refrigerator is leaking from the bottom and the ice maker is not working. A service appointment was scheduled for9/19/16; during the inspection the technician found parts were needed for repair. Once the parts became available the technician returned to Mrs. [redacted] residence on9/27/16and installed a new run capacitor and starter to complete repairs. We show Mrs. [redacted] contacted service again on10/1/16stating the unit it not cooling and ice maker still not working. A service appointment was scheduled for10/3/16; during the inspection the technician found a new part was needed. However; due to the delay Mrs. [redacted] refrigerator was approved for an exchange for up to $999.97 which is the original amount paid. Our records show Mrs. [redacted] re-selected a ** side-by-side refrigerator for $1299.99 which is scheduled for delivery on10/21/16. We also verified that Mrs. [redacted] food loss claim was received and approved for $132.00 based on the information she submitted.   We sincerely apologize for any inconvenience Mrs. [redacted] experienced during this process.    If we may be of further assistance, Mrs. [redacted]  may contact us at1-866-765-1513     Kind regards,   Dyeisha [redacted]

We ask that Ms. [redacted] contact us so we may validate the information so we may research your concerns further. If Ms. [redacted] would like to provide additional information by contacting our customer service department at 877-358-1252, we will be happy to research her concerns further. Conn's appreciates Ms. [redacted] for bringing her concerns to our attention.

Thank you for
the opportunity to respond to [redacted] concerns regarding her
account.  [redacted] stated her account
was supposed to be interest free; however, interest has been added to her
account.
 
According to
our records, [redacted] signed a 32-month retail...

installment contract on
September 26, 2014.  The contract did not
include our 12-month no-interest financing offer.  Although the
product purchased may have qualified for the 12-month no-interest financing
promotion, [redacted] credit did not qualify at the time of purchase. 
 
We are unable
to honor [redacted] request to remove the interest from the account.  We have included a copy of Ms. [redacted]
signed retail installment contract for her records. 
 
We value [redacted] as a customer and appreciate her brining her concerns to our
attention.  Thank you,Cheryle S[redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint. After further review of Mrs. [redacted]’s complaint, we confirmed that the stairs were refused at the time of delivery and sent back to the warehouse. There was a delay processing the credit to Mrs. [redacted]’s account due to the invoice...

was completed in error. However; We spoke to Mrs. [redacted] on12/18/16regarding her complaint and informed her that we processed a credit of $256.19 to her [redacted] account. We ask to please allow 3-5 business days for the credit to reflect on the account.   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 at1-866-765-1513.     Kind regards,   Dyeisha W[redacted]

Thank you
for the opportunity to respond to Mr. [redacted] complaint. We researched Mr. [redacted]’s
concerns and found his complaint is regarding a purchase made under a different
consumer’s profile. Although we are unable to discuss this matter with 3rd
party, we will be happy to look...

further into this complaint and mail the
account holder a letter regarding our findings. The account holder may also
contact our Customer Service department at 1-877-358-1252 for assistance
regarding this matter.Kind regards,Dyeisha W[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.  
From: [redacted] [mailto:[redacted]] Sent: Friday, September 30, 2016 1:52 PM To: drteam <[email protected]> Subject: Re: You have a New Message from Revdex.com Regarding Complaint #[redacted]   Conn has had over 7 months to make the required repairs. I am no longer accepting their excuse that a serviceman is not in the area, Conn sent a serviceman from Texas to try and repair and he could not, at that time it was turned over to the Oklahoma service man who has canceled every service call we have sit up.  I work out of the country and cons was informed of this, and they also told me from a Mr. Hernandez that due to my situation that conns would work with my schedule and service the issues on Monday after repeated canceled dates and repeated having family members miss work to meet the serviceman, I was informed that conns could not meet the agreement set forth by Mrs. Hernandez. Therefore this issue has now became a 7 month train wreck. Like I said earlier conns has had 7 months to make this right and I have been turned away, fingers pointed to other departments and brick walls. The ONLY thing conns has been consistent with is the billing dept. calling me non stop if payment is 1 minute late past due date. So I am sticking with my decision.there will not be another payment made on this account and when the CEO or someone in upper management contacts me to workout a return on their merchandise then there is no reason for conns to talk to me. I AM DONE WITH THEIR FALSE PROMISES AND LIES!!! I made every payment on time to them even when my merchandise was broken with the promise it would be fixed and never was! I AM DONE WITH THIS COMPANY!!!!!                      [redacted]

Thank you for the opportunity to respond to Mr. [redacted]’ complaint. We contacted the sales representative regarding Mr. [redacted]’ complaint and were informed that on 10/8/16, Mr. [redacted] elected to purchase a [redacted] retailed at $1699.99 which was financed through [redacted]. Our...

records show the [redacted] was scheduled to arrive on 10/12/16 however; we did not receive shipment from the manufacturer due to the model is on back order. The sales representative stated Mr. [redacted] re-visited the store on 10/16/16 and he informed him that the unit is currently not available but that he could re-select a different model. Mr. [redacted] agreed to re-select a [redacted] notebook which also retailed for $1699.99. We show Mr. [redacted]’ original invoice ([redacted]) was cancelled and a new invoice ([redacted]) was created for the new unit. When re-selecting a different item, a second credit inquiry is not required to finance the purchase. Our records show Mr. [redacted] picked up his notebook on 10/26/16 and signed acknowledging the unit was received in good order. Mr. [redacted]’ complaint has been forwarded to upper management to address his concerns regarding his sales experience with all parties involved. We sincerely apologize for any inconvenience Mr. [redacted] experienced during this process. If we may be of further assistance, Mr. [redacted] may contact us at 1-877-765-1513.  Kind regards, Dyeisha [redacted]