Alan J. Slobodnik, M.S.W.

Thank you for the opportunity to respond to Ms. [redacted]’ complaint.  Our records indicate that on4/02/17 Ms. [redacted] purchased a [redacted] Refrigerator with a 24- month Repair Service Agreement. Ms. [redacted]’ signed invoice acknowledges that he received a copy of the Return and Exchange...

policy.  Our Return and Exchange Policy states: A consumer has 30-days from the date the item is received to return or exchange appliances and electronics with the required 15% restocking fee and 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.   On 4/3/16 Ms. [redacted]’ refrigerator was delivered as promised.  After reviewing Ms. [redacted]’ complaint, we show she contacted Conn’s Delivery Dept. on 4/6/17stating that the refrigerator never cooled.  A service call was set up on 4/6/17, however after reviewing Ms. [redacted]’ account we show she has a 24- month Repair Service Agreement, which allows Conn’s to replace a defective product if it fails within 72 hours of the delivery.  On 4/18/17Ms. [redacted] was approved for a replacement and has been contacted with information regarding 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]

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 he has contacted us for repairs to his furniture and we repaired the unit but is still having issues; 2)      He has contacted us numerous times to get issue resolved; and 3)      He is requesting an exchange or refund     Our investigation reveals that: 1)      Mr. [redacted]’s furniture was successfully repaired on 4/24/17. The serviceman reported the unit was up to manufacturer’s specifications; 2)       We have remained in contact with Mr. [redacted] regarding the service on his furniture; and 3)       Mr. [redacted]’s furniture does not meet the qualification for an exchange and refund.   Our records show on 4/29/16, Mr. [redacted] purchased the [redacted] Magnum Mocha Reclining sofa and loveseat which comes with a 1-year limited manufacturer’s warranty. Mr. [redacted] declined to purchase additional coverage with Conn’s.   We researched Mr. [redacted]’s complaint and found that he has only contacted us once regarding repairs for his furniture. Our record show on 2/4/17, Mr. [redacted] contacted our service department stating his sofa cushion were flat and could feel the springs. A service appointment was scheduled for 2/28/17. During the inspection the serviceman found the inner coils popping out of the attached seat core on the left and right seats of the sofa and loveseat. We order the left and right seat core for both the sofa and loveseat from the manufacturer to be shipped to Mr. [redacted]’s residence to complete the repairs. Our records show Mr. [redacted] received that parts on 4/12/17 and was scheduled to install on 4/24/17. The serviceman reported that he installed the seat cores on both units and the units were repaired up to the manufacturer’s specifications. The serviceman did notate that Mr. [redacted] was not satisfied stating that he believed that the new cores would will break like previous cores and requested an exchange.   Our records show our furniture coordinator contacted Mr. [redacted] on 4/27/17 to follow-up with his recent repairs. Mr. [redacted] requested an exchange because he feels that the new cores are made of the same material as the old cores and will likely break again. However; Mr. [redacted] was informed that based on the serviceman’s report his furniture was successfully repaired as listed under the Terms and Conditions of the manufacturer’s warranty.   Our records show on 6/1/17 Mr. [redacted] contacted our service department for repairs on his sofa. However; Mr. [redacted] was informed that the manufacturer’s warranty for his furniture expired on 5/1/17.   Although we are unable to honor Mr. [redacted]’s request for an exchange or a refund, we will send another serviceman out to repair his furniture as a gesture of goodwill.   Conn’s values Mr. [redacted] as a customer and appreciates him for bringing his concerns to our attention.Tell us why here...

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: Sunday, May 14, 2017 2:14 PMSubject: ID [redacted] Complaint submitted 4/15/17 I want to say thank you for getting involved and helping me to get this complaint [redacted] resolved. Conn’s did allow me to replace the defective refrigerator with a new one on April 26th. There are currently no outstanding issues at this time. I never filed a complaint with the court system. I’m glad we have you as a resource when we run into issues with companies. Thank you!!! Thanks, [redacted]. [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 was informed by his sales representative at the time of purchase that the warranty for his television covered accidental damaged; 2.        He contacted us for service on his television but was told the reported issue is not covered; 3.        We did not provide him a copy of the warranty terms; 4.        He is requesting to have his television repaired or replaced; and  5.        He is requesting to be contacted regarding his concerns.     Our investigation reveals that: 1.        Mr. [redacted] was educated regarding the Terms and Conditions of the Repair Service Agreement at the time of purchase; 2.        Mr. [redacted] was informed that cracked screens are not covered under warranty for his television; 3.        Mr. [redacted] opted to receive his paperwork electronically to the email address provided at the time of sale; 4.        We are unable to honor Mr. [redacted]’s request as the reported damages are not covered; and 5.        We have been in contact with Mr. [redacted] via telephone and email regarding this matter.     Our records show on 9/15/17, Mr. [redacted] purchased a 65” [redacted] TV with a 24-month Repair Service Agreement Plan and a 27” [redacted].   We researched Mr. [redacted]’s complaint and found that he contacted us on 9/22/17 stating his screen was accidentally cracked and requested service. Mr. [redacted] was informed that the warranty purchased does not cover accidental/incidental damages. Mr. [redacted] was unsatisfied with the resolution stating at the time of purchase he was informed accidental damages were covered and his unit would either be repaired or replaced.   We contacted the sales representative and the store manager where Mr. [redacted] made his purchase and was informed that he was aware of the coverage associated with his television at the time of purchase. The sales representative stated Mr. [redacted] inquired about warranty for both his television and [redacted] and he explained the different coverage associated with each product but did not inform Mr. [redacted] that accidental damage was included on the television.   We are unable to honor his request to exchange or repair the damaged television.  Cracked screens are not covered under the Terms and Conditions of the Repair Service Agreement.   Conn’s valued Mr. [redacted] as a customer and appreciated him for bringing this matter to our attention. Sincerely, Conn’s Inc.

Thank you for
the opportunity to respond to Ms. [redacted]’s concerns regarding account
[redacted]7830.  Ms. [redacted] stated she was told
her next payment would not be due until January 2016 and she would like her
account to reflect that.
According to
our records, Ms. [redacted] was contacted on...

December 4, 2015 and offered assistance
to bring her account current until January 12, 2016.  Ms. [redacted] did not schedule the arrangements
at that time; however, she called back and accepted the arrangements. 
We have
processed a goodwill due date change and Ms. [redacted]’s next payment will be due
on February 12, 2016. 
Conn’s values Ms. [redacted] as a customer and
sincerely apologizes for any inconvenience she may have experienced due to this
matter.Thank you,Cheryle S[redacted]

Thank you for the opportunity to respond to [redacted]’s concerns regarding accounts [redacted] and [redacted]  Ms. [redacted] stated Conn’s processed two payments on her accounts after she requested one of the payments be canceled.  Additionally, she would like her NSF fees refunded.   According...

to our records and recorded calls, Ms. [redacted] called on December 13, 2016. She scheduled a payment in the amount of $15.53 to post on account [redacted]. Additionally, she scheduled a payment in the amount of 69.54 to post on account [redacted]   Ms. [redacted] also scheduled automatic payments to post to each account on December 19, 2016.  On December 27, 2016, Ms. [redacted] contacted us stating that the payments were not authorized.  Although we found that all the payments were authorized, Conn’s reversed the payments posted to each account on December 13, 2016.  In addition to Conn’s reversing the payments, Ms. [redacted] disputed the payments that posted on December 19, 2016 with her financial intuition and those payments were reversed on December 29, 2016.   Conn’s respectfully disagrees that Ms. [redacted] asked us to reverse the automatic payments she had scheduled for December 19, 2016, as there was no mention of the automatic payments when she spoke with our agent on December 13, 2016.  Additionally, our agents would not have been able to cancel the automatic payments.  Ms. [redacted] would have needed to cancel the payments through her online webpay.   Ms. [redacted] authorized the payments with the agent and again through the webpay system; therefore, we are unable to refund the NSF fees incurred by her financial institution. We have included copies of Ms. [redacted]’s payment histories for her records.    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.]
Regards,
  What they stayed above is a lie I did reach out to them I did through 3 different attempts through gateway store in Bmt through assist manager in Port Arthur  they did Not call me I called the tech because he failed to call on this last trip stating he got side trackedE back state he would have to order parts and they never called me to come back out and to show up unscheduled mistake not mine I did when second schedule was made the tech stated he was running late after my four hour window as I called 20 mins after the set window time so they again did not show up on time. But again I see the truth doesn't matter  so I will resolve this but want the. I would like my complaint of service to remain I want the complaint of poor customer service to remain and I will be sure to handle my issue legally!! please any one reading this. complaint do not do service with CONN'S save your funds go to any other appliance location  because they 100 % lie and give no service warranty or NOT and FYI I DO HAVE A WARRANTY BUT THEY WOULD RATHER RUN IT OUT BECAUSE THEY GAVE A defective PRODUCT.

Thank you again for the opportunity to respond to Mr. [redacted]'s concerns regarding credit reporting.  Again, we only have record of one credit inquiry being processed.  Mr. [redacted] may fax over a copy of his credit report for further review.  We ask that Mr. [redacted] fax his credit report to 877-404-2434 for further review.   Thank you, Cheryle [redacted]

Thank you for the opportunity to respond Mrs. [redacted]’s complaint regarding a purchase under the name [redacted].  Our records show on 6/29/16, Mrs. [redacted] purchased a ** high-efficiency washer with a 24-month Repair Service Agreement, a ** high-efficiency electric dryer that came...

with a limited 1-year manufacturer’s warranty, a ** side by side refrigerator with a 24-month Repair Service Agreement, a ** dishwasher that came with a limited 1-year manufacturer’s warranty, a ** OTR microwave that also came with a limited 1-year manufacturer’s warranty, and accessories.  Mr. [redacted] received a copy of Conn’s Return & Exchange Policy at the time of purchase.  Our Return & Exchange Policy state: A consumer has 30-days from the date the item is received to return or exchange (appliances and electronics) with the required 15% restocking fee and if your product fails while under manufacturer’s warranty orConn's RSA, Conn's Factory Authorized Service will repair your product according to these warranties. Mr. [redacted] received all items on 7/03/16. We researched Mrs. [redacted]’s complaint and found that Mr. [redacted] contacted us on 9/02/16 regarding his dishwasher; stating the unit was displaying error code “AE”.  A service call was scheduled, however we were later contacted on 9/07/16 and advised that service was no longer needed.  On 10/19/16, Mr. [redacted] contacted us regarding his washer; stating the unit was leaking.  A service call was scheduled; during the inspection the technician found parts needed to be replaced.  On 11/03/16, the technician completed Mr. [redacted]’s repairs; by replacing the door gasket.  On 12/13/16, Mr. [redacted] contacted us regarding his washer and dishwasher; stating the washer was leaking and the dishwasher was making a loud noise.  A new service call was scheduled; during the inspection the technician found parts needed to be replaced on the washer and dishwasher.  On 1/13/17, the technician completed the repairs on Mr. [redacted]’s washer; he stalled a new clamp ASM, gasket, and clamp assembly.  On 1/18/17, the technician completed the repairs to Mr. [redacted]’s dishwasher by installing a new case ASM, sump ASM, and casing ASM.  The technician’s service reports were signed off on acknowledging that all repairs were performed and in a manner satisfactory of the consumer.  After further review, we found Mrs. [redacted] contacted our service department on 1/25/17 (7-days after the last repair was complete); stating she had property damage and requested to have a new service order scheduled. Mrs. [redacted] also stated that the dishwasher was not installed correctly and the unit was not aligned; which was caused by the last technician that assessed her unit. Conn’s has agreed to send out a technician to re-assess Mrs. [redacted]’s dishwasher at her earliest convenience.  Although we are unable to honor Mrs. [redacted]’s request to return her merchandise, we will continue with any covered repair needs. If we may be of further assistance, Mrs. [redacted] may contact our Customer Service Department at 1-877-358-1252. Kind regards, Dyeisha [redacted]

Revdex.com:
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 have been denied credit when trying to refinance for a home equity loan.  I closed and paid off 2 other accounts this past Early September this was done in timely fashion without any problems.  The only account that remains and is very very slow to update still showing I own $2114.00 since August 14, 2015 was the last update...still showing open is Conn's Appliance on all (3) credit bureaus.   I have spoken to [redacted], [redacted] and [redacted]. They have sent Conn's Appliance a dispute letter to confirm the account is close and paid in full.   [redacted] has explained to me, Conn's has not replied back in which they would update my credit report. Waiting 30 to 60 day to reflect my report to close on an account already closed is unacceptible.  I demand my credit report reflect a true representation when I apply for credit.  Being Denied a Home Equity loan...has occured due my credit report not being accurate.    
[redacted]/ Consumer

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to Ms. [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, 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: 1)       That her bed was not installed correctly, and screws were missing; 2)       She contacted us to receive new screws and was told she would be required to purchase the items; 3)       She wants the hardware replaced, and a credit applied to her account.   Our investigation reveals that: 1)    Ms. [redacted] signed her delivery ticket acknowledging that her items were inspected and installed in good order; 2)    Ms. [redacted] contacted us six months after delivery requesting new screws and was informed that we do not provide additional screws; 3)    We are unable to honor Ms. [redacted]’s request as we do not offer additional hardware, and credit is not due at this time. No credit is due at this time   Our records show on 12/29/16, Ms. [redacted] purchased the [redacted] Bedroom furniture which consists of five pieces (headboard, footboard, rails, dresser and TV chest). We show Ms. [redacted] declined to purchase additional warranty coverage for repairs.   We researched Ms. [redacted]’s complaint and found that her items were delivered and she signed acknowledging they were inspected and received in good order on 1/7/17. As listed on the signed delivery receipt; “By signing below, you agree that you have thoroughly inspected your merchandise for damage. An exchange or price concession will not be authorized for damage discovered after delivery.”   Ms. [redacted] contacted our service department on 7/19/17 (6 months after delivery) stating she is missing screws from her bed. Ms. [redacted] was informed that we have no records showing that any issues were reported in a before July 19th and that we were unable to provide additional screws. Ms. [redacted] has been informed that the manufacturer’s warranty does not cover consumable items and she did not elect to purchase additional coverage to review further options.   At this time we are unable to honor Ms. [redacted]’s request to provide additional hardware as we do not supply these additional items.   Conn’s value Ms. [redacted] as a customer and appreciates her for bringing this matter to our attention.

Thank you for the
opportunity to respond to Mrs. [redacted]’s complaint.  Our records
show on 3/17/15, Mrs. [redacted]
purchased a Man Wah ([redacted]) living room set which consisted of four pieces
(sofa, left recliner, right recliner, and console) with a 48-month
Furnituregard...

Plan on all four pieces.  Mrs. [redacted]’s signed
invoice indicates at the time of purchase she acknowledged she was provided a
copy of the Furnituregard Plan brochure and that she understood the coverage
associated with the products.  Mrs. [redacted] elected to have her
furniture delivered; which was completed on 3/21/15.
We researched Mrs.
[redacted]’s complaint we found she contacted us on8/06/15; a service inspection was
completed on 8/28/15.  During the
inspection the serviceman found left recliner and right recliner were missing
the peg brackets for the left side console.  After the parts were ordered
through the manufacturer we were notified the parts would not be available
until the end of October.  Due to the part delay a repair review was
submitted to the manufacturer for a possible exchange.  Mrs.
[redacted]'s exchange was approved on 9/29/15under the Terms and Conditions of the manufacturer warranty which
covers the replacement/exchange of the product and not a refund.  Mrs.
[redacted] has been contacted and informed of her exchange approval on the
left recliner, right recliner, and console.  As of 10/15/15, Mrs. [redacted] new
furniture has been delivered.
If we may be of further
assistance, Mrs. [redacted] may contact our Customer Service at ###-###-####.
Kind regards,
Jana [redacted]

Thank you
for the opportunity to respond to [redacted]. [redacted]’s complaint. Our records show on
4/29/15, [redacted]. [redacted] purchased a [redacted] washer and dryer both with a 24-month
Repair Service Agreement Plan.
 
We
researched [redacted]. [redacted]’s concerns and found that her issue has been...

addressed.
Conn’s agreed to issue an exchange on the dryer due to a delay receiving the
parts to complete repairs. Our records show [redacted]. [redacted] is currently scheduled
to receive a new dryer on 6/17/15. We sincerely apologize for any inconvenience
[redacted]. [redacted] experienced as a result of the delay.
 
If we may
be of further assistance, [redacted]. [redacted] may contact our Customer Service
department at [redacted].Kind regards,[redacted]

Thank you once again for the opportunity to respond to [redacted]'s concerns regarding a credit inquiry.  [redacted] provided verbal consent to process the credit application and provided all the information such as his name, address, social security number and driver's license information in order for Conn's to process the credit application.  Again we are unable to remove the credit inquiry because [redacted] authorized the credit application.   Thank you, Cheryle S[redacted]

Thank you for the opportunity to respond to Mr. H[redacted]s
complaint. We received Mrs. [redacted]’s complaint and found that her issue has
been addressed. Our records show on 1/9/16, Mrs. Huff-[redacted] was delivered
and received a new sofa. We attempted to contact Mrs....

Huff-[redacted] on 1/21/16
to verify if she is satisfied with her new sofa but were unsuccessful and
left a voice message.

We sincerely apologize for any inconvenience
Mrs. Huff-[redacted] experienced as a result of the delay.

If we may
be of further assistance, Mrs. Huff-[redacted] may contact Customer Service at
1-877-358-1252.
 
Kind regards,
 
Dyeisha W[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 would accept the offer if it included the refund of $167.34 that I was entitled to on November 25, 2015 for overpaying.The cash option was 3049.06 if paid in full within 12 monthsI payed 161.10 for four months totaling $644.40I received two charges totaling $10 on 11.23.2015Then on 11.25.2015 I payed  $2582.00 leaving a balance of $167.34

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, July 25, 2017 3:26 PMSubject: please reopen caseID # [redacted]- Conn's Home PlusThe issue has not been resolved, I have been without a refrigerator for over 60 days I have requested them to credit my account and pick up an unrepairable.refrigerator and I will not do business with them again due to how they have poorly handled the situation. I responded late for an update on this matter because I was trying to get this matter resolved but was unable to.

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint. After further research of Mrs. [redacted]’s complaint, Conn’s has agreed to honor her request to return the entertainment center and process the credit to her account. Mrs. [redacted] will be contacted by our delivery team to schedule an...

appointment to pick up the unit. Once we received the unit, we will process the credit to her account. We appreciate Mrs. [redacted] for bringing her concerns 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 1-877-325-1252. Kind regards, Dyeisha [redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint. After further review of Mrs. [redacted]'s complaint, Conn’s has agreed to exchange her TV console. We spoke to Mrs. [redacted] onDecember 1, 2016and informed her that the TV console was not available for immediate delivery however they...

were scheduled to arrive soon.  Mrs. [redacted] is scheduled to receive delivery on 12/10/16.  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 at1-866-765-1513. Kind regards, Dyeisha W[redacted]

Thank you for the opportunity to respond to Mr. [redacted] concerns regarding accounts [redacted] and [redacted].  Mr. [redacted] stated he signed a new contract.  The contract was supposed to have the balance from his previous account added on, but it does not. He would like the old account...

closed.   According to our records, Mr. [redacted] signed a 32-month retail installment contract on July 2, 2016.  That contract created account [redacted] and was supposed to include the balance from account [redacted].  Due to an error, the balance from account [redacted] was not added.  We are in the process of correcting the error.  Mr. [redacted] will receive a new contract via email to the email address he provided.  Once Mr. [redacted] signs the new contract, we will be able to combine the accounts, remove any negative credit marks that were assessed on the account due to the error.    Conn’s values Mr. [redacted] as a customer and apologizes for any inconvenience he has experienced due to this matter.   Thank you, Cheryle [redacted]