Alan J. Slobodnik, M.S.W.

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.

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to Ms. [redacted]’s concerns. We have 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 about your purchase by calling our Customer Service Helpdesk at 1-877-358-1252, or online at www.conns.com.    Ms. [redacted] has stated in the complaint: 1.     We refuse to repair her television, and she has not been able to get any assistance; and 2.     She is requesting to receive a refund for a month her television was not repaired or return the unit and remove from her account.   Our investigation reveals that: 1.     Ms. [redacted]’s television was approved for an exchange on 1/15/18 due to part delay. However; we do not show that Ms. [redacted] has initiated her exchange as of 4/25/18; and 2.     We are unable to honor Ms. [redacted]’s request.   Our records show on 10/1/16, Ms. [redacted] purchased an [redacted] Smart TV and elected to purchase a 49-month Repair Servicer Agreement Plan.   We researched Ms. [redacted]’s complaint and found that her television was approved for an exchange on 1/15/18 due to the delay receiving the parts to repair the unit. Our records show on 1/15/18; we attempted to contact Ms. [redacted] regarding her approved exchanged but was unsuccessful. We have no records showing that Ms. [redacted] has initiated her exchange as of 4/25/18.   Although we are unable to honor Ms. [redacted]’s request to receive a refund for the months the television was in service, Ms. [redacted] may visit her nearest Conn’s to re-select a new television for up to $1599.99.   Conn’s values Ms. [redacted]’s as our customers and appreciates her for bringing this matter to our attention.   Sincerely,   Customer Relations Conn’s Inc.

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]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  A new washer was delivered on 1/20/2017. I accept their resolution of the problem with the washing machine. But I suggest to them to revisit their service repair procedures because when something as important as appliances needing repair and they cant get there until a week or more is very bad service.  This was so bad I have resigned to not purchase any appluances from them

Thank you for
the opportunity to respond to Mr. [redacted]’ concerns regarding account
[redacted].  Mr. [redacted] stated we debited
his checking account for a payment he did not authorize.  He would like the NSF fees reimbursed to him.
 
According to
our records, Mr. [redacted]...

scheduled a payment through our Conn’s webpay service
on August 22, 2015 to post to his account on August 28, 2015.  On September 1, 2015, Mr. [redacted] scheduled
another payment to post to his account for that date.  Both payments posted to the account were
scheduled by Mr. [redacted].  We have
included copies of his payment confirmations for his records. 
 
Conn’s
respectfully disagrees that we posted the payments without your permission, as
Conn’s employees do not have access to customers’ webpay services.  We are in the process of refunding one payment
of $150.46 as requested by Mr. [redacted]; however, he will need to contact his financial
institution regarding any NSF fees he may have received due to the payment
processing.  We ask that Mr. [redacted]
please allow 14-21 business days for the payment refund to process. 
 
We value Mr.
[redacted] as a customer and appreciate him for bringing his concerns to our
attention.  Thank you,Cheryle [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]

Thank you for the opportunity to respond to Mrs. [redacted]’s additional comments.  We provided a copy of Mrs. [redacted]’s signed invoice; which shows no RSA coverage was purchased of her TV.  In regards to Mrs. [redacted]’s concerns regarding her contract; she may contact our Customer Service Department for further assistance at 1-877-358-1252. Kind regards,  Kathryn [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 find that this resolution would be satisfactory to me.  
Still watching my credit reports to see make sure the balance shows nothing and no late or missed payments. Checking credit karma every week and counting down to the 30 day mark where I will be disputing any charges or anything negative. I no longer trust this company and recommended this company to no one. This was the first and the last time I will ever purchase anything from Conn's.

Thank you for the opportunity to respond to [redacted] complaint. Our record show on 6/22/16, [redacted] purchased the [redacted] Reclining sofa and loveseat and elected to purchase a 36-month FurnitureGard Plan. [redacted] furniture was delivered and signed acknowledging the items were...

received in good order on 7/8/16. We confirmed with the sales representative and delivery team that the furniture [redacted] received is the same model she elected to purchase in the store. We have verified with our merchandiser as well as the manufacturer that different lighting may change the color variations in the product. However; this is not a manufacturer’s defect and does not warrant a return or exchange. We spoke to the store manager who stated he contacted [redacted] and offered to exchange the furniture for the model on the showroom floor at a discounted price since she stated that was her color preference however; she declined the offer. We have attached several photos (inside customer home, inside store and outside store) of the same furniture [redacted] purchased to provide an example of how different lighting may alter the appearance of the product. At this time we are unable to honor [redacted] request for a return or exchange; the furniture she received is the same model elected at the time of purchase. If we may be of further assistance, [redacted] may contact us at 1-866-765-1513 Kind regards, Dyeisha [redacted]Customer Relations

Thank you again for the opportunity to respond to Ms. [redacted]' concerns regarding her accounts.  We will mail a copy of Ms. [redacted]' payment histories to the address provided.  The payments have been moved from the closed account to the open accounts; therefore an overpayment has not been processed.

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]

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]

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

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.

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,

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.

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.

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, September 29, 2016 1:56 AM Subject: Re: Revdex.comI received a phone call from conns they told me that ** approved an exchange for a different refrigerator,the following day I went to conns and picked a refrigerator that was less than the one that I purchased the sales guy told everyone that if I choose one that is less I would loose the difference,and conns previous statement they say that the repair people replaced a gasket and other parts which they did not,what they told me is that those lg refrigerators are known for that door problem,also I contacted them before there return policy time,I don't think I should lose the difference in work hard for my money and why have a return policy if there not going to apply it.

Thank you for the
opportunity to respond to Mrs. [redacted]’s complaint. Our records show on
6/18/15, Mrs. [redacted] purchased the [redacted] Reclining living room
furniture which consists of three pieces (sofa, loveseat and recliner) and
elected to purchase a 48-month FurnitureGard Plan....

Mrs. [redacted]’s furniture
was delivered and received in good order on 6/19/15.
We researched Mrs. [redacted]’s complaint and found
she contacted our service department on 7/1/15 stating the seams were coming
apart on her rocker recliner. A serviced appointment was scheduled for 7/8/15;
during the inspection the serviceman found the seam coming undone on the seat
cushion. A new seat cushion was ordered through the manufacturer however; there
was a delay receiving the part from the manufacturer. Prior to receiving the
part, the serviceman returned to Mrs. [redacted]’s residence on 9/9/15 and was
able to hand sew the seams as a temporary repair until parts became available.
Mrs. [redacted] contacted our service department again on 9/14/15 stating the seams
were coming apart again and losing support. A service appointment was scheduled
on 9/18/15; during the assessment the serviceman found the previous stitching
coming undone. Mrs. [redacted] was advised that once the seat cushions arrive
from her prior service order; the serviceman would return to install the new
part. Our records show on 9/30/15; the serviceman return to Mrs. [redacted]’s
residence and installed the new seat cushion. The serviceman also notated after
installing the part he found the footrest bent and placed an order for a new
mechanism. Once we received the part from the manufacturer Mrs. [redacted] will
be contacted to schedule installation.
Due to the time taken to obtain the parts needed
to repair Mrs. [redacted] recliners Conn’s has agreed to exchange them for a new
set.  Mrs. [redacted] may contact her
nearest Conn’s to schedule delivery.  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 Customer Service at [redacted].
 
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.  
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,