Alan J. Slobodnik, M.S.W.

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]

Revdex.com:
This letter is to inform you that Conn's Appliance, Inc. has "NOT" carried out anything to my satisfaction to the resolution it proposed for my complaint, filed on 10/18/2016 and assigned ID [redacted]. I am still stuck with a broken washing machine along with a balance they...

want me to continue to pay and all Conn's offered me for all my days missed from work, hassle of not being able to use my purchase is a $50 gift card. All the while my washing machine is useless & unserviceable. I continue to call them with my complaint and all I get is "I am sorry but we can't help you, all we can do is continue to send someone out to keep fixing your broken goods".
Regards,[redacted]

Thank you for the opportunity to respond to Mrs. [redacted] additional comments.  As previously stated [redacted] purchased a [redacted] electric dryer on 9/18/10; Mrs. [redacted] dryer came with a limited 1-year manufacturer warranty and purchased a 48-month Repair Service Agreement with Conn’s that expired on 9/29/14.  We have included a copy of Mrs. [redacted] invoice in our response.    As mentioned in Mrs. [redacted] last dispute she contacted us on 7/08/15; stating the dryer was not tumbling or heating up.  [redacted] was advised her dryer was no longer covered under RSA and she would need to pay a trip charge to have a technician assess unit; which she agreed to pay.  A service call was scheduled; during the inspection the serviceman found the fuse needed to be replaced.  The technician replaced the fuse the same day of the inspection.  If we may be of further assistance, [redacted] may contact our Customer Service department at [redacted]











7/30/2015






Complaint

On June 26, 2015 I reported that my refrigerator was not keep temperature. When the initial tech came out, 6/27/2015, he said that I had been misinformed about shutting the fridge off and he was unable to do anything. I was then rescheduled for service on July 4th. That tech came out and stated that...

my relay and compressor were out. He said he would need to order them. The parts came in and the tech came out on 7/11/2015 even though my appt was scheduled for the day before and installed only the relay despite me telling him to repair both to ensure the fridge would work. On 7/12/2015 the fridge was out again. I called and reported this and as I sit and type this my fridge is still not working. I was instructed on 7/6/2015 to submit a food loss form to compensate me for the food that was spoiled from the initial issue on 6/26/2015. I submit that form on 7/6/2015 and was guaranteed to have a resolution/repayment in 10 days. I was called repeatedly by conns asking for monthly payment that was due 7/2/2015. I responded to this by stating that I would make said payment when my fridge was working. Customer service assured me that if an auto payment was set up they would insure my fridge would be in working order, that payment cleared my bank on 7/15/2015. I have made several calls to the company and all I seem to get is the standard I'm sorry for the inconvenience. My daughters birthday party is 7/25/2015 and the food that was spoiled was for her party. This is unacceptable.







Desired Resolution

I would also like to see my food loss refund issued as promised and outlined in my contract with Conns

Consumer Business Dialog

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]

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 range and was advised that we could not repair due to incorrect model number; 2)      He has contacted us several times but has not received a call back; and 3)      He is requesting that we repair his range.     Our investigation reveals that: 1)      Mr. [redacted] received the incorrect range at the time of delivery; 2)      We attempted to contact Mr. [redacted] but was unsuccessful and left and voice message to return our call; and 3)      We have agreed to issue an exchange on the range up to the original amount paid.     Our records show on 11/29/15, Mr. [redacted] purchased a [redacted] electric range and elected to purchase a 24-month Repair Service Agreement Plan.   We researched Mr. [redacted] complaint and found that he contacted our service department on 4/12/17 stating that the temperature on his range is not regulating. A service appointment was scheduled for 4/26/17 as requested. During the inspection, the technician found the model number on Mr. [redacted] range does not match the model number in our system.   After further review of Mr. [redacted] complaint, we were able to confirm that the incorrect range was originally delivered. Due to the inconvenience, we have agreed to issue an exchange on Mr. [redacted] refrigerator up to the original amount paid. Mr. [redacted] may visit his nearest Conn’s to initiate the approved exchange.   Conn’s values Mr. [redacted] as a customer and appreciates him for bringing this matter to our attention.

Thank you again for the opportunity to respond to Mr. [redacted]'s concerns regarding account [redacted].  After further review, we found that the repair service agreement (RSA) Mr. [redacted] purchased on the sound bar was not credited at the time of his return.  We have credited the RSA and are in the process of closing the account and reversing the negative credit marks assessed on the account.  We ask that Mr. [redacted] please allow 30-60 business days for the credit bureaus to update their records.  Conn's values Mr. [redacted] as a customer and sincerely apologizes for any inconvenience he has experienced due to this matter.   Thank you, Cheryle S[redacted]

Thank you for the opportunity to respond to Mr. [redacted]’s concerns regarding account [redacted].  Mr. [redacted] stated he began receiving collection calls when his account became past due.    According to our records, Mr. [redacted] signed a 30-month retail installment contract on March 31,...

2016.  He agreed to have his minimum monthly payment due on the 15th of each month.    When a payment is late, we routinely begin call attempts to the telephone numbers provided on the credit application, as a reminder to ensure payments will be made timely. It is normal practice for our company to begin call attempts to assist consumers from falling behind on their account. Mr. [redacted] may pay on-line, in his local Conn's store, by mail, or over the phone if it is more convenient for him, before the due date.  Additionally, if Mr. [redacted]’s pay date has changed, he may benefit from requesting a change of his due date each month. We ask that Mr. [redacted] contact us if he would find this beneficial.   Although, Conn’s would refer to keep the lines of communication open, we have placed a cease communications on the telephone numbers associated with Mr. [redacted]’s account.    Conn’s values Mr. [redacted] as a customer and appreciates him for bringing his concerns to our attention.   Thank you, Cheryle [redacted]

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to the concerns you have regarding account(s) [redacted]. 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 his complaint that: he mailed in his final payment on April 1, 2017; he made three additional payments; he would like to know why additional charges were on the account after the initial payoff; he would like a refund of the overpaid amount; he would like to be removed from the mailing list; and he would like late fees refunded. Our investigation reveals that: Mr. [redacted] paid his account balance in full on April 3, 2017; he made three additional payments; additional charges were not assessed on the account; however, due to a system issue the account did not close on April 3, 2017; a refund for the overpaid amount is being processed; we have removed Mr. [redacted] from the mailing list; and there were no late fees assessed on the account. According to our records, Mr. [redacted] scheduled a payment in the amount of $73.54 on April 3, 2017. This payment paid the account balance in full.  On April 4, 2017, Mr. [redacted] paid an additional $9.72. On April 5, 2017, he paid $4.12 and on April 6, 2017, he paid $20.00.   No additional charges were assessed on the account; however, due to a system issue, Mr. [redacted]’s account did not close on April 3, 2017. Mr. [redacted]’s account is now closed and we are processing a refund for the $9.72, $4.12 and $20.00 payments.  We ask that Mr. [redacted] please allow 10-14 business days for processing.   We have removed Mr. [redacted] from the mailing list. Please note, he may receive promotional offers within the next 30-days as offers could have been mailed prior to the removal.   Conn’s respectfully disagrees that it should refund late fees assessed on the account as there were no late fees assessed on the account. Conn’s values Mr. [redacted] as a customer and apologizes for any inconvenience he experienced due to this matter.

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 complaint.  We researched Mrs. [redacted]’s complaint and found her issue has been addressed.  Mrs. [redacted]’s information was forwarded to upper management; after reviewing her service history we able to determine her [redacted]...

laundry stack pair was defective.  On 8/25/16, an exchange was submitted and approved for Mrs. [redacted] to have her unit replaced.  Mrs. [redacted] is currently in the schedule for Friday (8/26/16) to have her new unit delivered.  Again, we sincerely apologize to Mrs. [redacted] for any inconvenience she experienced during this process.  If we may be of further assistance, Mrs. [redacted] may contact our Customer Service Department at 1-877-358-1252.  Kind regards,  Jana [redacted]Customer Relations

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 contacted us for service and had been given the runaround regarding the repairs; and 2)      he is requesting the unit to be repaired or exchanged.     Our investigation reveals that: 1)      We have remained in contact with Mr. [redacted] regarding his service repairs; and 2)       Mr. [redacted]’s refrigerator has been successfully repaired.     Our records show on 6/4/16, Mr. [redacted] purchased an [redacted] door refrigerator and elected to purchase a 48-month Repair Service Agreement Plan.   We researched Mr. [redacted]’s complaint and found that he contacted our service department on 5/29/17, stating his refrigerator was not cooling or freezing. A service appointment was scheduled for 5/30/17.  During the inspection, the technician found a new compressor, PCB main board, and drier ASM were needed to complete the repairs. Our records show that we received the parts on 6/9/17.  However; one of the parts were incorrect, and we had to re-order the correct part.  Once all of the parts were available Mr. [redacted]’s repair was scheduled for 6/14/17.  We have confirmed Mr. [redacted]’s refrigerator was successfully repaired on 6/14/17.   We sincerely apologize for any inconvenience Mr. [redacted] may have experienced as during this process.   Conn’s values Mr. [redacted] as a customer and appreciates him for bringing his concerns to our attention.

Thank you again for the opportunity to respond to [redacted]'s concerns regarding account [redacted]  Again, we are unable to reinstate the "cash-option" and close the account because the invoice balance was not paid in full before the "cash-option" expiration date of November 16, 2014.  We attached the signed retail installment contract and the "cash-option" acknowledgement page with our previous response.  Once again, we value [redacted] as a customer and appreciate her for bringing her concerns to our attention.

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to the concerns regarding account(s) [redacted] and [redacted]. 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 her 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 paid his account balance in full; the account did not close; and he would like the account closed. Our investigation reveals that: Mr.[redacted] paid his account balance in full on August 9, 2017; due to the kind of account, it can take 30-60 days for the account to reflect as closed; and once Mr. [redacted]’s accounts close, he will receive a close-out letter in the mail. According to our records, Mr.[redacted] paid his account balance in full on August 9, 2017.  Due to the type of account, it can take 30-60 days for the account to reflect as closed.  Mr.[redacted]’s accounts are in the process of being.  Once the accounts close, Mr. [redacted] will receive a paid in full letter in the mail.  Conn’s values Mr.[redacted] as a customer and sincerely apologizes for any inconvenience he experienced due to this matter.

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]’s complaint. Our records show on 9/11/15, Mr. [redacted] purchased a [redacted] King mattress and received two free [redacted] King/Twin XL box springs with his qualified purchased. Mr. [redacted] mattress and box springs were delivered and...

received in good order on9/12/15. Conn’s delivery team assembled the mattress and box springs on a bed frame previously owned by Mr. [redacted]; no frame was purchased with Conn’s. Mr. [redacted] contacted our service department on 2/6/16 stating the mattress is sinking in on one side. A service appointment was scheduled for 2/16/16; during the inspection the serviceman found the mattress had a ½’ body impression and no center support. Mr. [redacted] has been advised that his mattress does not meet the qualification for an exchange under the Terms and Conditions of the manufacturer warranty or FurnitureGard Plan purchased. As outlined in [redacted]’s warranty T & C’s; Queen and King size mattresses must have appropriate frame with center support. Sagging or body impression greater than 1 ½’ will only be covered if the mattress has been continuously supported by matching  or equivalent box springs and used with appropriate frame.   At this time we are unable to honor Mr. [redacted] request for an exchange; based on the serviceman’s report the mattress had a ½’ body impression with no center support. We suggest Mr. [redacted] make the appropriate adjustments on his bed frame to ensure the mattress and box springs or being used properly. Once the adjustments have been made, Mr. [redacted] may contact our service department to schedule an appointment if he continues to have any issues.    If we may be of further assistance, Mr. [redacted] may contact Customer Service at1-877-358-1252. 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.This still does not address the credit of $865.98 that was issued when I returned the defective merchandise. I have a receipt showing the item was returned. It also doesn't address the $640 that was already paid to the account ending in 37. It just shows that they carried over a balance. Where did the $ go that I paid to account ending in 37? The $865.98 was credited to account ending in 39, that account was closed due to refund causing an overpayment. Turns out the refund of the $865.98 was removed from account ending in 39 and that account was reopened by conns. Where did my refund go? Where is the $ that I paid for the defective item? If the item was returned and I was refunded the 865.98 What happened to the 640 that was already paid by me? 
Regards,
  [redacted]

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]

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]

Thank you again for the opportunity to respond to Mr. [redacted]'s concerns regarding collection calls he has received.The telephone number Mr. [redacted] provided in his original complaint, [redacted], could not be located in our system; however, we placed a cease and desist on the telephone number as requested by Mr. [redacted].  We ask that Mr. [redacted] please allow up to 24- hours for the cease and desist to process.  If Mr. [redacted] receives any additional calls after the 24 hour period, we ask that he contact us directly so we may further assist him.  Thank you, Cheryle [redacted]

Thank you again for the opportunity to respond to Ms. [redacted]'s concerns regarding her account.  Again, we are unable to reinstate her "cash-option" due to late fees and the invoice balance not being paid in full before the "cash-option" expiration date.  We have attached a copy of Ms. [redacted]'s signed retail installment contract for her records.