Alan J. Slobodnik, M.S.W.

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...

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]

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 exchange will consume my additional warranty purchased and the item was deemed non-repairable while it was still under manufacturers warranty. Conn's did not provide [redacted] with the needed information to approve the exchange. Accepting this exchange will consume an additional warranty I purchased. I will not consume my warranty due to their negligence in handling the requests from [redacted] to their technician. [redacted] was in direct contact with the technician and he did not provide their requests. He showed me the emails at his last visit. They never once forwarded the emails to me for me to handle it, which I would have gladly done had they forwarded me the information. They have my email address on file. Also, at that exchange value, I cannot get a comparable product without coming out of pocket. At 1297.88, I will still have to spend more money to get a 65" 4k television (which is what I have) after taxes. I will accept this exchange if they refund my warranty. I will not consume my warranty for their failure to work with the manufacturer. I would take the offer if they were to extend my warranty as well, but after this 9 month nightmare, I do not want to have to deal with them in the future.I have spent countless hours dealing with customer service to no resolve. I have gone into the local store. It took filing this complaint and going into the local store to get any sort of action. This is simply not how good business is done.
Regards,
[redacted]. [redacted]

Thank you
for the opportunity to respond to Mr. [redacted]’s additional comments. Mr. [redacted] is
scheduled for service on 6/12/15; during that time the technician made a full
assessment and confirmed both the refrigerator and floors were leveled.  Mr. [redacted] was contacted regarding the service
call and his concerns were addressed to his satisfaction.   If I may be of further assistance, Mr. [redacted] may contact me at 1-800-280-1514 ext [redacted].Kind regards,Kathryn [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)      He contacted us for service on his washer; when technician came out they stated nothing could be done, and he is still having issues; and 2)       He is requesting to return all items purchased.                                Our investigation reveals that: 1)    We have inspected Mr. [redacted]’ washer twice, and no problem was found during both inspections; and 2)    We have agreed to extend the option to exchange washer and dryer only with the requited 15% restocking fee.     Our records show on 5/4/17, Mr. [redacted] purchased a [redacted] washer and dryer and elected to purchase a 48-month Repair Service Agreement Plan.   We researched Mr. [redacted]’s service history and found that a Conn’s technician has gone out and assessed his washer on two separate occasions (6/21/17 and 6/28/17), as well as the manufacturer, has assessed the unit once. Based on each technician’s report no functional failures were found with the washer and the unit is operating up to specifications. Mr. [redacted] has been advised that the low water level is normal with this unit.   Our records show Mr. [redacted] was contacted by a service manager on 7/14/17 regarding his concerns. Mr. [redacted] stated that he was not satisfied with the unit and requested an exchange. Although Mr. [redacted] has exceeded the time-frame to return or exchange his washer, Conn’s has agreed to extend the option to exchange only with the required 15% restocking fee until. 7/31/17. Mr. [redacted] may visit his nearest Conn’s to initiate the approved exchange.   Conn’s values Mr. [redacted] a customer and appreciates him for bringing this matter to our attention.

Thank you for the opportunity to respond to Mrs. Huff’s additional comments. In attempts to resolve this matter Conn’s has agreed to issue an exchange on Mrs. Huff’s furniture. Mrs. Huff may visit her nearest Conn’s and re-select three furniture pieces up to the original amount purchased. If we may be of further assistance, Mrs. Huff may contact us at 1-866-765-1513. Kind regards, [redacted]

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to the concerns you have regarding account(s) [redacted]0230. 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 Mr. [redacted]’s retail installment contract or promissory note and security agreement, invoice, coupon book, and welcome letter. As a reminder, he may contact Conn’s regarding questions about his purchase by calling our Customer Service Helpdesk at 1-877-358-1252, or on-line at www.conns.com.     Mr. [redacted] stated in her complaint that: he was offered 24-months no-interest financing; and he would like the interest removed from his account. Our investigation reveals that: Mr. [redacted] was offered 12-months no-interest financing; and Conn’s is unable to remove the interest from the account as he did not meet the terms of the no-interest financing promotion.    According to our records, Mr. [redacted] signed a 32-month retail installment contract on March 18, 2016. He agreed to have his minimum monthly payment of $116.58 due on the 18th of each month.    Per the terms of the “cash-option,” the “cash-option” is void if the minimum monthly payment is not paid within 10 days of the payment due date or the unpaid portion of the total “cash-option” is not paid within 10 days of the expiration date. The “Cash-option” was void on Mr. [redacted]’s account due to late fees being assessed on July 28, 2016, January 28, 2017, and February 28, 2017.    We have included Mr. [redacted]’s signed “Cash-option” addendum, signed retail installment contract and payment history for his records.    Conn’s is unable to reinstate the “Cash-option” and remove the interest on the account due to payments not being made timely.   Conn’s appreciates Mr. [redacted] for bringing his concerns to our attention.

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)      She purchased a refrigerator that never worked since it was received; 2)      She has contacted us for service, and the issue has not be resolved; and 3)      She would like her account credited for the purchase.     Our investigation reveals that: 1)      Ms. [redacted]’s refrigerator was delivered in good order on 4/30/17. No issues were reported until 13 days from the date of delivery; 2)      both our Conn’s technician and the manufacturer technician has service Ms. [redacted]’s refrigerator as listed under the Terms and Conditions of the warranty; and 3)      the manufacturer approved an even exchange on Ms. [redacted]’s refrigerator   Our records show on 4/29/17, Ms. [redacted] purchased an ** side-by-side refrigerator and elected to purchase a 24-month Repair Service Agreement.  We show Ms. [redacted]’s refrigerator was delivered and signed acknowledging the item was received in good order on 4/30/17.   We researched Ms. [redacted]’s complaint and found that she contacted our service department on 5/13/17 stating that the freezer was not freezing on the refrigerator. A service appointment was scheduled for 5/16/17. However; prior to her appointment, Ms. [redacted] contacted us to cancel her appointment stating that she would be in the hospital and did not know when she would be available for service.   Our records show Ms. [redacted] contacted service again on 5/21/17 regarding the same issue. A service appointment was scheduled for 5/23/17. The technician notated the symptom description and submitted an exchange request to the manufacturer.   The manufacturer rejected the exchange and informed us to order the parts to continue with the repairs. We show the technician returned to Ms. [redacted]’s residence on 5/29/17 and installed parts.   We show Ms. [redacted] contact our service department on 6/12/17 stating that the refrigerator was not cooling and had no lights. A service appointment was scheduled the following day 6/13/17.   During that time the technician notated that Ms. [redacted] would contact the manufacturer to assist with repair needs, therefore, the service order was canceled.   We reached out to the manufacturer on Ms. [redacted]’s behalf and confirmed that they approved an even exchange on 6/21/17 for the refrigerator. Ms. [redacted] may contact her local Conn’s to initiate the approved exchange. We sincerely apologize for any inconvenience Ms. [redacted] experienced during this process.      Conn’s values Ms. [redacted] as a customer and appreciates her for bringing her concerns to our attention.

Thank you for the opportunity to respond to Mr. [redacted]’s complaint. Our records show on 6/29/15, Mr. [redacted] purchased a Samsung washer and dryer and elected to a 36-month Repair Service Agreement. We reviewed Mr. [redacted]’s complaint and found he had four service calls regarding his washer dated from...

8/10/15 to 9/14/15. After further reviewing Mr. [redacted]’s service needs, we show he was approved for an exchange on 9/15/14 under the Terms and Conditions of the manufacturer’s warranty. Mr. [redacted]’s new washer is currently scheduled for delivery on 9/17/15 and Conn’s RSA will continue on the exchanged unit for the remainder of the Agreement term. As listed under the T&C’s of the RSA Plan: THIS AGREEMENT IS EFFECTIVE DURING THE TERM OF THE MANUFACTURER’S WARRANTY, AND THEREAFTER UNTIL THE END OF THE AGREEMENT; IT DOES NOT REPLACE THE MANUFACTURER’S WARRANTY, BUT PROVIDES CERTAIN ADDITIONAL BENEFITS DURING THE TERM OF THE MANUFACTURER’S WARRANTY.   We sincerely apologize for any inconvenience Mr. [redacted] experienced during this process.  If we may be of further assistance, Mr. [redacted] may contact Customer Service at 1-877-358-1252.Kind regards,Dyeisha [redacted]Customer Relations

Thank you again for the opportunity to respond to [redacted]'s concerns regarding unemployment insurance.  We provided a copy of the signed contract with our last response showing that [redacted] only signed accepting the property insurance.  We are unable to add insurance on to the retail installment contract.  All insurances must be accepted at the time of purchase.  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.  
I feel that Conn’s is participating in unfair business practices by failing to deliver products in satisfactory condition. Under the Consumer Protection Act, it is known that if the goods are not of what is expected (brand new and of working order) from the consumer, the consumer does not have to accept the product and does not have to pay for it. Upon immediate observation of the corrupted computer, I have returned the computer to the Conn’s location of which purchase was initially made. The importance of having a functioning product in immediate possession was highly stressed to the store manager. The store manager set an expectation of having a functioning product in my possession was not met and which resulted in the remedies of being untimely. Additionally, while it is unethical to deliver products that are non-operative and demand payment, it is also unethical to charge the consumer for a product that the consumer does not hold possession. Conn’s response states the unit has been returned to their service department on 8/9/17, which clearly indicates the intention of keeping/reselling the product. I would like to know what the company’s intention with the unit being sent back to their service department is and what is the future intention on delivering a product of satisfaction to my possession since I am being charged for it. 
Regards,

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint. Our records show on 3/07/17, Mrs. [redacted] purchased a 55” [redacted] Curved TV and elected to purchase a 25-month Repair Service Agreement with Accidental Damage Coverage. We show Mrs. [redacted]’s television was delivered in good order...

on 3/25/17; the unit was unpackaged, plugged in and inspected for damages at the time of delivery and no issues were reported. Mrs. [redacted] did not elect to purchase Conn’s installation service therefore; the unit was placed in a secured location to be installed by someone other than Conn’s. After further review of Mrs. [redacted]’s complaint, we show she contacted our warehouse after delivery was completed stating that the unit appeared distorted and provided photos of the damaged television. However; after reviewing the photos taken with the unit turned on at the time of delivery and the photos provided by Mrs. [redacted], we were able to confirm that there were no damages to the unit at the time of delivery. Mrs. [redacted] was informed that she would need to contact our service department to setup an appointment. Our record show, Mrs. [redacted] is currently scheduled to have a technician assess her unit on 4/7/17. Once we receive the technician’s report, we can determine what further actions are required. If we may be of further assistance, Mrs. [redacted] may contact Customer Service 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.  The couches were both damaged further by your service technician when he hastily, forced the zipper on the cushion causing the zipper to get caught in the stuffing & as a result the case does not close. This is not a warranty or defect as our warranty describes, it is damaged caused by your warranty station & therefore not categorized as a warranty issue. I come home daily & have to pick up white stuffing from all over my living room, get on my back, go under the couch, & stuff it back in. The springs I understand your position with regard to the warranty even though I am disgusted with the quality of these couches. They protrude to the point of being painful when lying on them. I've never paid 4 figures for a product that is an absolute lemon of craftsmanship. I have faithfully paid you folks on time & know what good companies do. Despite what you have in writing on the contractual warranty if you sell the customer a piece of junk you replace it because you take pride in your work & want your customer to be proud of doing business with you. Its intrinsic & a best practice, unspoken policy in all companies I've run to get my customer happy within reason. Right now I have 2 pieces of furniture in my home that I cant even use, We use blankets on the floor. Your timeline to repair what your tech destroyed is not reasonable. Thank you for your reply, I hope to get this issue behind me.    
Regards,
[redacted]
  [redacted]

Thank you for the opportunity to respond to Mr. [redacted]’s complaint. Our records show on July 29, 2016, Mr. [redacted] purchased a [redacted] refrigerator and elected to purchase a 48-month Repair Service Agreement.   We researched Mr. [redacted]’s service history and found he contacted us...

on August 18, 2016 stating the third small door did not close all the way. A service appointment was scheduled for August 18, 2016; during the inspection the technician a door gasket and bracket assembly was needed to complete repairs. Once we received the parts the technician was scheduled to install them on September 8, 2016.  After installing the new parts the technician found the door needed to be replaced. Conn’s HomePlus agreed to issue an even exchange due to the multiple repair attempts within 30 days of purchase. Mr. [redacted] has been contacted to scheduled delivery for his new refrigerator. We sincerely apologize for any inconvenience Mr. [redacted] experienced as a result of the delay.   If we may be of further assistance, Mr. [redacted] may contact us at 1-866-765-1513.   Kind regards,   Dyeisha W[redacted]

Thank you for
the opportunity to respond to Mr. [redacted]’ concerns regarding account
[redacted].  Mr, [redacted] stated he would
like his two accounts separated, an explanation of charges and the negative
credit marks removed from his credit report. 
 
According to
our...

records, Mr. [redacted] signed a 32-month retail installment contract on
September 1, 2015 which created account [redacted].  That contract included the remaining balance
of account [redacted]. Due to the remaining balance on account [redacted] being $2248.00
the account had to be combined with account [redacted] in order to qualify for
credit. 
 
Mr. [redacted]
agreed to have the minimum monthly payment of $186.36 due on the 1st
of each month. The first payment was due on October 1, 2015. We have attached a
copy of Mr. [redacted]’ payment history for his records. 
 
We are unable
to remove the negative credit marks assessed on the account due to payments not
being made timely as Mr. [redacted] has opted not to make payments on the account. 
 
Conn’s values
Mr. [redacted] as a customer and appreciates him for bringing his 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: Thursday, January 26, 2017 1:05 PMSubject: [redacted] #[redacted] Conn's is saying that I...

purchased something in December 2016, I did not. Conn's is also saying that I owe them over 1300.00. my account should be paid off. IoweConn's $0.00. Please help me. I've worked really hard at keeping my credit score good and paying my bills on time. My account should not have been reopened. I'm confused has to how Conn's is getting their information. I called Conn's on [redacted] and [redacted], here in Albuquerque, New Mexico and I was told my Brenda that nothing was purchased in December 2016. So either someone used my account or Conn's is wrong. Thank You. [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 did received a call from Conn's on last week about my complaint.  I spoke with Daisi on Wednesday, May 10th around 11 am.  She stated that my warranty expired in November 2017 not November 2016.  She also stated, that Conn's have been trying to contact me regarding this issue. (Not true)  This is the first time someone have called since November of 2016.  I told her that I don't think its fair that a good customer should be treated the way I have been treated regarding my living room sets.  I told her that this furniture was a defect because I don't think its should be pealing all over after a year in a half and now the other two pieces are pealing now.  The furniture is in excellent condition beside from pealing.  This furniture is hardly use because of me and my husband working out of town.  She kept stated that its not cover under the warranty.  I replied, I believe that your furniture must not has been good quality.  She said, would you feel better if we send another person out to get a second opinion.  I said yes, but don't sent a person out here just to shut me up.  She transfer me to another department to schedule the appointment and the lady refuse to set the appointment up because it stated in the notes that it is not cover under warranty.  I explained to her the situation and she stated, we are not going to waste our time sending someone out just to make you happy.  I ask for a manager and she told me no.  Conn's will never get my business or anyone else business that I know.  I was so disrespected on so many levels. 
Regards,

Thank you for the opportunity to respond to Mrs. [redacted]’s additional comments.  Our records show Mrs. [redacted] has mailed/faxed in a Service Agreement Cancellation Request Form on 1/13/17; requesting to have the RSA & ACCIDENTAL DAMAGE removed from her [redacted] notebook.  On 1/17/17, the RSA & ACCIDENTAL DAMAGE coverage was canceled and a credit in the amount of $346.39 was submitted to Mrs. [redacted]’s Conn’s account.  We have included a copy of Mrs. [redacted]'s general loan ledger showing the credit posted to the account on 1/17/17. 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]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
The least CONNs can do is apologize for my inconvenience as no one from conns contacted me or left me a message. I waited on 12/10/16 all day and when no called or showed up. I called CONNs to see whats going on at which point I was transferred to 3 different departments. And then I was told they didn't know why the service person didn't show up. I was contacted to reschedule after I filed the complaint to the Revdex.com. I have all my phone records from CONNS to prove they are not tell the truth. The still owe me my 4 hours of pay from 12/10/16 @ $24.00 per hour. 
Regards,

Thank you for the
opportunity to respond to [redacted] complaint. We researched [redacted]
complaint and found that his issue has been addressed. On 6/18/15, Conn’s
approved an exchange and [redacted] received a credit up to $3000.00 to
re-select another refrigerator. Our records show [redacted]...

[redacted] elected a [redacted]
French Door refrigerator and purchased a 24-month Repair Service Agreement Plan.
[redacted] refrigerator was delivered and received in good order on 6/23/15. We
sincerely apologize for any inconvenience [redacted] experienced during this
process.
 
If
we may be of further assistance, [redacted] may contact our customer service
department at [redacted].Kind regards,Dyeisha W[redacted]