Alan J. Slobodnik, M.S.W.

Thank you again for the opportunity to respond to Mr. [redacted]'s concerns regarding his account.  The "cash-option" expiration date is listed on Mr. [redacted]'s signed retail installment contract as well as on his signed "cash-option" addendum.  We included the signed documents with our previous response.  Additionally, "cash-option" notices were mailed to Mr. [redacted] on the following dates:January 26, 2016February 21, 2016December 8, 2016These "cash-option" notices included the "cash-option" expiration date as well as the remaining "cash-option" amount. We are unable to remove the interest on Mr. [redacted]'s account as he did not pay the full "cash-option" amount before the expiration date. Again, Conn's values Mr. [redacted] as a customer and appreciates him for bringing his concerns to our attention.

Conn's respectfully disagrees that we have not attempted to resolve this matter.  We corrected the contract error and emailed Ms. [redacted] the new contract.  We made several attempts to contact her to answer any questions or concerns she may have regarding the new contract; however, we were unable to reach her.  The new retail installment contract that was emailed to Ms. [redacted] is now void due to not being returned within a 30-day time frame.

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to Mrs. [redacted]’s concern. 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, Mrs. [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.    Mrs. [redacted] has stated in the complaint: She put in a service request online and was notified the service date was for 2/6/18 but was later informed it was for technical assistance; She received a phone call asking for the serial number to replace the television but has not heard back regarding replacement; andShe is requesting a replacement for a different television.   Our investigation reveals that: Mrs. [redacted]’s requested service through our online website and her appointment she was scheduled for 2/6/18 to have a technician diagnose repair needs remotely; Mrs. [redacted] was contacted by her sales representative to correct the serial number that was entered incorrectly. However; an exchange was not approved at that time; andAt this time Mrs. [redacted]’s television does not meet the qualifications for an exchange.     Our records show on 11/24/17, Mr. [redacted] purchased a 65” [redacted] 4K TV and elected to purchase a 24-month Repair Service Agreement Plan. Mr. [redacted] elected to pickup his television from his local Conn’s and signed his pickup slip acknowledging the item was received in good order.   We researched Mrs. [redacted]’s complaint and found that she contacted our service department on 11/29/17 stating that the television keeps turning off and the software is not updating. A service appointment was scheduled for 11/30/17. During the inspection the technician found parts were needed to complete service. Once we received the parts Mrs. [redacted] was scheduled for installation on 12/6/17. The technician reported he installed a new PCB main board and function switch to complete the repairs.   Our records show Mrs. [redacted] submitted a service request online and was scheduled to have a technician attempt diagnoses on 2/6/17. However; Mrs. [redacted] stated she was informed a technician would be out to her home to assess the unit. We scheduled a technician to go out on 2/12/18. During the inspection the technician found parts were needed to repair the television. We show that parts arrived on 2/21/18 and Mrs. [redacted] is currently scheduled for installation on 2/22/18. Once the technician installs the new parts we can determine what further actions may be required.   Although Mrs. [redacted]’s television does not meet the qualifications for an exchange at this time, we will continue with any covered repairs.   Conn’s value Mrs. [redacted] as our customer and appreciates her for bringing this matter to our attention.   Sincerely, 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.  
[Provide details of why you are not satisfied with this resolution.]
Regards,The store's response still does not resolve the problem. Store installation was not properly nor professionally done. Store warehouse manager told me he would take care of the issue. Also headquarters customer service personnel told me the warehouse manager would be able to resolve the issues.

Thank you again for the opportunity to respond to Mr. [redacted]’s concerns regarding account [redacted].  Mr. [redacted] stated there were added charges on his account he was not aware of. According to our records, Mr. [redacted] signed a 36-month promissory note and security agreement on December 21, 2016.  He agreed to have his minimum monthly payment of $130.11 due on the 21st of each month.  Mr. [redacted] made one payment of $100.00 on February 9, 2017; however, his minimum monthly payment is $130.11.  Mr. [redacted] stated he is also receiving collection calls.  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 in his local Conn's store, by mail, over the phone, or online where we also offer the option to schedule recurring payments 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.Mr. [redacted] stated he was not aware of the insurance charge on his account.  Our records indicate, Mr. [redacted] filled out his credit application through conns.com.  The approval email Mr. [redacted] received instructed him to bring a valid ID, and proof of property insurance (renters or homeowners insurance policy) if applicable.  The email also states Customers are required to have property insurance covering the products they purchase from Conn’s and financed by Conn’s.  Customers have the Freedom to Choose; they can purchase Credit Property insurance offered by Conn’s OR provide proof of homeowners/renters insurance at the time of purchase while in our stores.  Due to this being a secured promissory note and security agreement, the merchandise must be insurance with property insurance, either purchased through Conn’s or provided by the customer under their own homeowner’s or renter’s policy until the contract is paid in full.  In the event the customer has an alternative insurance policy, they are able to send that policy into our insurance department to receive full credit as long as the declaration pages shows coverage from the date of purchase to the present date. Mr. [redacted] signed the Notice of Proposed Insurance page and the Freedom to choose page regarding the insurance. Mr. [redacted] may fax a copy of his homeowners’ or renter’s insurance declaration page to our insurance department at 855-593-5465.  We ask that he notate her Conn’s account number on the fax for faster processing.Conn’s respectfully disagrees that Mr. [redacted] did not receive a copy of his contract as it was emailed to the address on file on the day of his purchase as he gave consent to receive the documents electronically.  We have included copies of his documents for his records.  We are unable to honor Mr. [redacted]’s request to return he merchandise as it is outside of the return exchange period.  Mr. [redacted] was given a copy of our return/ exchange policy at the time of his purchase. Additionally, our return exchange policy is displayed at each desk and on a large sign in the front of the store that can be seen entering and exiting each location. To ensure transparency, our policy can also be found on our website at conns.com.Conn’s values Mr. [redacted] as a customer and appreciates him for bringing his concerns to our attention.

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint. Our records show on 9/24/16, Mr. [redacted] purchased a 78” [redacted] 4K Curved TV and elected to purchase a 49-month Repair Service Agreement with Accidental Damage Coverage. Mr. [redacted] elected pick up his television from Conn’s...

warehouse in Houston, TX on 9/24/16and signed his pickup slip acknowledging he received the item in good order. As listed on the signed pickup slip: “Please thoroughly inspect all merchandise prior to loading. An exchange or price concession will not be authorized for damage discovered after the product leaves the warehouse or store”. We are unable to determine when or how damages may occur once the product leaves the warehouse/store. We researched Mrs. [redacted]’s complaint and found she contacted the service department on 10/1/16 (7 days after purchase) stating the television screen has a long line inside. A service appointment was scheduled for 10/4/16; during the inspection the technician found a new panel is needed to complete repairs. We show the technician ordered a new panel from the manufacturer which is scheduled to arrive on 10/12/16. Once we receive the part, Mrs. [redacted] will be contacted to schedule a date for installation. Although Mr. [redacted]’s television does not meet the qualifications for an exchange, we will continue with any necessary repairs that are covered under the T&C’s.   If we may be of further assistance, Mr. or Mrs. [redacted] may contact us at 1-866-765-1513. Kind regards, Dyeisha W[redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s additional comments. As mentioned in our previous response, Mr. [redacted] was originally approved for an exchange on 1/21/15. However; Mr. [redacted] refused the exchange and requested to continue with repairs. Our records show Conn’s completed repairs twice (2/3/15 and 4/4/15) due to Mr. [redacted] opted not to exchange his unit. We have attached supporting documents which shows Mrs. [redacted] signed the service invoice on 2/3/15 agreeing to continue with the repairs and acknowledging the repairs were completed. Mr. and Mrs. [redacted] have not contacted us regarding any further repair needs since the last service repair was completed on 4/5/15. Therefore; we are unable to honor Mrs. [redacted]’s request for an exchange. As of 4/29/16; Mr. [redacted] refrigerator is no longer covered under warranty; any additional repairs will be an out-of-pocket expense. If we may be of further assistance, Mr. and Mrs. [redacted] may contact us at 1-866-765-1513. Kind regards, Dyeisha [redacted]Customer Relations

Thank you for the opportunity to respond to Ms. [redacted]'s additional comments. As mentioned in our previous response, Ms. [redacted] was informed that the sign on the unit was moved by a previous customer and was educated on the correct price for the loveseat. However; Ms. [redacted] did not elect to purchase the loveseat at that time. Our records show the loveseat is no longer available and the unit has been sold. Again, we apologize for any inconvenience Ms. [redacted] experienced during this process.

Revdex.com: What Ms. [redacted] has written is not what I agreed to. I included an email of what I did agreed to. As far as the pick up goes I had a drs appointment and had no idea they were coming. I tried to call to set up a time but never got a response. Before they pick this couch set up I want my cashier's certified check. I do not trust this company. I want my check in my hand not the mail and not on any account. I do not want any credit with this company. I have been waiting over a yr. I am under drs orders and I dont need this stress. I want my refund. Once I recieve my cashier's certified  check I will attempt to set up a time to pick up. 
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,

Thank you for the opportunity to respond to Mr. [redacted]’s complaint.  We sincerely apologize to Mr. [redacted] for his experience and any inconvenience that has been caused regarding this matter.  Mr. [redacted] has been contacted and agreed to our resolution.  Again, we sincerely apologize to...

Mr. [redacted] for his experience. We have included supporting documents in our response. If we may be of further assistance, Mr. [redacted] may contact Customer Service at 1-877-358-1252.  Kind regards, Jana [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,
To date I have paid 907.41 which included an additional 50.00 that was outlined.  I have paid the balance in full that was indicated on my online profile.  To date after speaking with management and know the person over this response, we are still unaware of why there are additional charges.  The balance has been paid in full.  Why is there an additional amount owed?  What are the charges for? The total purchase was 857.41.  After the 50.00 fee, the total cost was 907.41. Why is the balance and payoff different?   If Conn's still cannot provide a reason for charging an additional amount outside of what their online system showed as the balance, we are requesting those fees be removed as the balance has been paid in full.

Thank you for the opportunity to respond to Mrs. [redacted]’ complaint. We found Mrs. [redacted]’ complaint is regarding a purchase made under a different consumer. Although we are unable to discuss details of the account, we were able to verify there was a delay in delivery. However; the merchandise was...

delivered and signed acknowledging the items were received in good order by someone other than Mrs. [redacted] the following day. Due to the delay, Conn’s will refund the account holder’s delivery fee and process the credit to their account; no further compensation will be provided.   If we may be of further assistance, the account holder may contact us at 1-866-765-1513 Kind regards, Dyeisha [redacted]Customer Relations

Thank you for the opportunity to
respond to Mrs. [redacted] complaint. Our records show on 6/23/14, Mr. [redacted]
purchased a [redacted] High Efficiency washer and dryer and elected to...

purchase a
48-month Repair Service Agreement Plan.
We researched Mrs. [redacted] complaint
and found she first contacted our service department on 6/24/15 stating the
washer is loud, shaking and displays an error code when it’s on the spin cycle.
Mr. [redacted] was contacted on 6/26/15 to schedule a service appointment however;
during the conve[redacted]tion he informed the service representative that the unit
was working and no longer needed service therefore the service order was
cancelled. We show a second service call was received on 8/3/15, stating the
washer is unbalanced. A service appointment was scheduled for 8/5/15; during
inspection the technician found the washer was not balanced properly and parts
were needed to complete repairs. After reviewing the technician’s findings it
was determined the washer was uneconomical to repair therefore; Conn’s agreed
to exchange the washer under the Terms and Conditions of the Repair Service
Agreement.  Mr. [redacted] was contacted on 8/6/15
and made aware that he could visit his local Conn’s to initiate the exchange.
At this time we are unable to honor
Mrs. [redacted] request to receive a full refund for the [redacted] Plan. As listed under
the Terms and Conditions of the [redacted]
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.  
Once again, Conn refuses to address my points of contention.  It isn't  reasonable to have a delivery two weeks early, nor to receive four deliveries instead of one, and to sit on the floor for two weeks because of their actions.  Not too mention the unreasonable number of phone calls to and from this highly unorganized company with poor customer service. I have not been compensated appropriately. My time missed from work was due to their actions and or nonactions.
Regards,

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 went in to exchange my bed but was told that I had to select the same bed because I could not get approved for another type of bed.  I selected the same bed and was then told that I would have to pay for the warranty out of pocket ($100.00).  I refused to pay out of pocket for the warranty along with my regular payment ($275.00), I feel that is very unfair when their merchandise continues to break.  I then just gave up and told them to come and pick up the bed and give me a credit.  I scheduled a pick up but have not heard from anyone and I am still at an inconvenience because I then had to go to another furniture store to buy my son another bed that does not match the current dresser and end table that CONNS made me keep.  I am very disappointed with this service.

Thank you for the opportunity to respond to Mr. [redacted]’s additional comments. As mentioned in our previous response, no issues were reported at the time of delivery; both units were inspected and tested upon delivery. We have reviewed the photos provided by Mr. [redacted] and the photos taken at the time of delivery for the range and determined that the flames would not have reached the location where the incident occurred. Therefore; we are unable to honor Mr. [redacted]’s request for an exchange. If Mr. [redacted] can provide additional documentation to support his claim, we will re-evaluate his concerns. If we may be of further assistance, Mr. [redacted] may contact our Customer Service Department at 1-877-358-1252.  Kind regards, Dyeisha [redacted]

Thank you again for the opportunity to respond to Ms. [redacted]' concerns regarding accounts [redacted] and [redacted].  We have attached a copy of the payment histories for each account.  The insurance credit was applied to account [redacted] on January 8, 2016.  Ms. [redacted] also received a credit to each account for the delivery charge in the amount of $139.99.  These credits add up to the $279.98 that was agreed upon. Conn's values Ms. [redacted] as a customer and appreciates her for brining 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.  
The delivery guys damaged an existing piece, tore a hole in the right console (same console that had to be replaced because the first guys damaged one).  The driver took pictures...  I contacted Conn's on the 18th when the incident occurred, and have not gotten a response.  So, as I requested in my original complaint I wanted this fixed/replaced to my satisfaction and it hasn't happened.  I don't understand how hard it is to deliver a $2600+ piece of furniture without damaging it.  These people should treat things as though they own them during delivery.
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.  This complaint was not satisfactorily resolved as they stated I made my payment and they made a mistake in the number on their side - or did they do this on purpose to force me to pay the interest.  They admitted making an error in transcribing the number and they stated the original payment was made in advance of the due date so it was their fault the payment was late. The no interest balance should be reinstated.Regards,

[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 12320676, and find that this resolution would be satisfactory to me.