Alan J. Slobodnik, M.S.W.

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]

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to Mr. [redacted]’ concerns. We have a more than 120-year history of quality customer service and satisfaction, and we would not want anything to impair that record. As a reminder, Mr. [redacted] may contact Conn’s regarding questions by...

calling our Customer Service Helpdesk at 1-877-358-1252, or on-line at www.conns.com.  Mr. [redacted] has stated in the complaint: 1.        That his bedroom set is defective; and 2.        He wants the entire bedroom set replaced   Our investigation reveals that:               1.        Mr. [redacted] purchased was made October 2015, and he first contacted us regarding service on 8/02/17 for his (headboard and bed rails) on 8/11/17 he contacted us regarding his footboard, and he last contacted us on 8/15/17 regarding his (dresser, mirror, and nightstand). 2.        Mr. [redacted] was approved for an exchange on 8/11/17 to replace his (headboard, footboard, and rails).  On 8/23/17, service was rendered on his (dresser, mirror, and nightstand) it was found that all three pieces had bent/broken glides.  Mr. [redacted]’ (dresser, mirror, and nightstand) do not qualify for an exchange.  Therefore, parts have been ordered and will be shipped to Mr. [redacted]’ residence on 8/24/17.   Our records show on 10/24/15, Mr. [redacted] purchased an Austin Group Hollywood king bedroom set that consisted of six pieces (headboard, footboard, rails, dresser, mirror, and nightstand) ALL with a 36-month Furnituregard Plan.  Mr. [redacted]’ bedroom set was delivered on 10/27/15 as requested.    Mr. [redacted] was provided a copy of Conn’s Return & Exchange Policy at the time of purchase.  Our Return & Exchange Policy states: No Returns/Exchanges on – Furniture, mattresses, décor & accessories unless inspected by a Conn’s Service Technician and found to have a manufacturer’s defect.  If your product fails while under manufacturer’s warranty or Conn’s RSA, Conn’s Factory Authorized Service will repair your product according to these warranties.   We researched Mr. [redacted]’ complaint and found that he contacted us 8/02/17 (22-months) after delivery regarding his Hollywood headboard and rails and later contacted us on 8/11/17 regarding his footboard.  Mr. [redacted] stated the units were not connecting properly.  Conn’s values Mr. [redacted] as a customer and appreciates him for bringing his concerns to our attention.  After reviewing his service history, we found that exchange was approved on 8/11/17 under the terms and conditions of his Furnituregard Plan to replace his headboard, footboard, and rails.  After further review, we found that Mr. [redacted] contacted us again on 8/15/17 regarding his Hollywood dresser, mirror, and nightstand.  A service call was scheduled on 8/23/17, and during the inspection, the serviceman found that all three pieces had bent/broken glides.  Mr. [redacted]’ dresser, mirror, and nightstand did not qualify for an exchange.  Therefore, the service contractor located the parts needed and shipped them directly to Mr. [redacted]’ residence on 8/24/17.  The parts can be tracked by tracking number [redacted] via [redacted].  At this time we are unable to honor Mr. [redacted]’ complaint.  As mentioned above exchange was approved for Mr. [redacted] to replace his headboard, footboard, and rails.  Mr. [redacted] will need to visit his nearest Conn’s location to initiate his exchange.  Mr. [redacted] has been contacted on 8/24/17 and advised the parts have been shipped.  He was informed that once the parts arrive, he will need to contact service at 1-866-266-6349 to schedule an appointment to have repairs completed. We appreciate Mr. [redacted] for bringing his concerns to our attention.          Sincerely, Conn’s Inc.

Thank you again for the opportunity to respond to Ms. [redacted]'s concerns regarding account [redacted].  [redacted] did not receive the required documentation from Ms. [redacted] regarding her unemployment claim and the claim was closed.  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.  Ms. [redacted]'s account was charged off on March 31, 2016 due to non-payment.  We have attached copies of Ms. [redacted]'s signed documents and payment history with our previous response.  Conn's appreciates Ms. [redacted] for bringing her concerns to our attention.     Thank you, Cheryle [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: 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.  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]

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.

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.  
This response was the reason for the complaint.  I did receive a call and returned the call and left 2 messages within 24 hours of the missed call.  Additionally,  the furniture purchased was NOT a clearanced item and only 2 years old. How is it that Conn's was going to fix it had it been covered?  Why was their last comment that I had discontinued the warranty so they couldnt help me.  FAILING to mention only after they refused to help me find replacement parts.  NOW they can't even do that o a 2 year old couch.  I refuse to say I am satisfied at all with the resolution for something that fails more everyday that isn't even paid in full.  If Conn's believes there is anything satisfactory  regarding the quality of product or service then so be it.  Perhaps theyou convinced someone but it certainly isn't me.  Regards,
 











7/20/2015






Complaint

Purchased new furniture there did not honor no interest as they advertised. Tired to pay item in full and still charged me for interest for the time of the loan life instead of from he date it was paid. Continued calling about 15 times every time I called to get information on why we are being...

charged for interest they would continuos hang up called back hang up to the point of frustration because they would always hang up on us. Have been trying to resolve since May still no answer!!







Desired Resolution

Pay purchased amount with no interest as originally had agreed.

Consumer Business Dialog

Thank you for the opportunity to respond to Ms. [redacted]’s concerns regarding account [redacted].  Ms. [redacted] stated she requested a payment to be postdated for August 4, 2016 but the payment was processed on July 28, 2016 causing her to assess overdraft fees.   Conn’s will be happy to...

research the matter further; however, Ms. [redacted] will need to provide a full running bank statement for review.  She may fax her bank statement to our customer accounting department at 877-404-2434.  We ask that Ms. [redacted] please put her Conn’s account number on the fax for faster processing.    Although Conn’s would prefer to keep the lines of communication open, we have placed a cease communications on the telephone numbers associated with Ms. [redacted]s accounts.    Conn’s values Ms. [redacted] as a customer and apologizes for any inconvenience she may have experienced due to this matter.

[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] find that this resolution would be satisfactory to me.

I am accepting this response because I'm giving them the benefit of doubt that they are working on it. Howecer, this has been the most horrendous customer service I have ever experienced. If I had waited 2 months to make paymentsor respond to them, they would have probably came and took my purchases back, but it's OK for them to wait 2 months because of computer issues? The only contact they made with me is to say I owed more money, which I paid the same day and responded with the confirmation number. Never heard a word about them receiving the payment and submitting it for closure. If they're having that many problems with this new computer system, maybe they should've switched back to the old by now.
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.

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 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]

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.  Conn's is lying first of all I have made repead attempts to resolve this matter since Item was delivered  Second I did not sign for delivery I was at work Thirdly no one ever told me they would exchange merchandise All I was told as of yesterday was they would let me voluntarily repossess and I would still have to pay for a bed I can't use.Henceforth this is adsurd
[Provide details of why you are not satisfied with this resolution.]
Regards,

Thank you for the opportunity to respond to Mrs. [redacted] complaint. Our records show on2/7/16, Mrs. [redacted] purchased the [redacted] sofa and loveseat and elected to purchase a 36-month FurnitureGard Plan. We researched Mrs. [redacted] service history and found she contacted...

our service department on two separate occasions regarding repairs to her furniture. After further review of Mrs. [redacted] service needs, Conn’s has agreed to issue an exchange for her sofa and loveseat. Mrs. [redacted] may visit her nearest Conn’s to initiate the exchange. We sincerely apologize for any inconvenience Mrs. [redacted] experienced during this process. If we may be of further assistance, Mrs. [redacted] may contact Customer Service at[redacted]  Kind regards, Dyeisha [redacted]

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]

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.

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 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]

[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

If Mr. [redacted] believes the information reporting is incorrect, we ask that he please fax a copy of his credit report from one of the three major credit bureaus to 877-404-2434 so we may research his concerns further.