Alan J. Slobodnik, M.S.W.

Thank you
for the opportunity to respond to Mrs. [redacted]’s compliant. Our records show on
4/28/15, Mrs. [redacted] purchased a [redacted] washer with a 1-year limited
manufacturer’s warranty.
 
After
reviewing Mrs. [redacted]’s service needs, Conn’s has agreed to issue an exchange
on her washer....

Mrs. [redacted] will be contacted by our Conn’s delivery team to
schedule a date to receive her new washer. We sincerely apologize for any
inconvenience Mrs. [redacted] experienced during this process.
 
If we may
be of further assistance, Mrs. [redacted] may contact our Customer Service
department at [redacted].Kind regards,[redacted]

I have attached the contract and the invoice and the [redacted] Manufacturer's warranty.PLease do not hesitate to contact me with any questions via Phone at [redacted] or  [redacted], or via email.

Thank you for the opportunity to
respond to Mr. [redacted]’s complaint regarding a purchase under [redacted]. Our
records show on 8/10/15, Mr. [redacted] purchased two pair of [redacted]...

[redacted] headphones
(white and black) and elected to take his items home the same day.
We contacted Mr. [redacted] on 9/8/15 and
advised him to send a copy of the printed ad he received for review. After
reviewing the advertisement from [redacted], we found the [redacted] headphones
did meet the qualification for Conn’s price Guarantee. Therefore; Conn’s
honored the advertised price of $169.99 and adjusted Mr. [redacted]’s invoice for
both headphones. We have processed a credit of $69.90 to Mr. [redacted]’s ** account; please allow 7-10 business days for the credit to post to his account.
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 [redacted].
Kind regards,
Dyeisha W[redacted]

Thank you for
the opportunity to respond to Ms. [redacted]’s concerns regarding account
[redacted]7331.  Ms. [redacted] stated she paid
her account balance in full; however, her account remained opened. 
According to
our records, Ms. [redacted] made a payment of $1340.41 on her account...

on December
22, 2014; however, insurance had accrued on the account causing the payoff amount
to increase. 
As a goodwill
gesture, we have reinstated the “cash-option” and closed the account.  We have attached a copy of Ms. [redacted]’s
payment history as record that the account has a zero balance.  Ms. [redacted] will receive a close-out letter
in the mail within 30-business days of the account closing.
We value Ms.
[redacted] as a customer and sincerely apologize for any inconvenience she may
have experienced due to this matter.  Thank you,Cheryle S[redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’ complaint. Our records show on 12/19/15, Mrs. [redacted] purchased two [redacted] Queen mattresses, two [redacted] Queen box springs and received two free mattress protectors with her qualified purchase. Mrs. [redacted] elected to purchase a 36-month...

FurnitureGard Plan on her items. We show Mrs. [redacted]’ items were delivered on 12/20/15 and installed on a previously owned bed frame. After reviewing Mrs. [redacted]’ complaint we show she contacted our service department on 2/09/17 stating one of her mattresses was sinking in. A service appointment was scheduled for 2/27/17; during the inspection the serviceman found the mattress with a 1 ¾’ body impression on the right head area. The serviceman also notated that the slats on the unit did not have center legs to properly support the mattress. After reviewing the report and photos provided by the serviceman, our furniture claim specialist found that that the reported issue is not covered under warranty due to not having the proper support on the bed frame. The manufacturer requires a rigid bridge bar with a supporting leg and at least 5 legs or 5 equally spaced hardwood cross-slates to provide continuous support. At this time Mrs. [redacted]’ mattress does not meet the qualifications for an exchange however; we recommend Mrs. [redacted] add the proper support on her mattress as outlined under the manufacturer’s guideline. Once the proper support has been added, if Mrs. [redacted] is still in need of service she may contact our Service Department at 1-855-266-6349 to have a serviceman re-assess her mattress within 90-days of the last inspection. We have attached the manufacturer’s warranty information with our response. If we may be of further assistance, Mrs. [redacted] may contact Customer Service at 1-877-358-1252  Kind regards, Dyeisha [redacted]

Roman","serif";mso-fareast-font-family:"Times New Roman"">Thank you for the opportunity to respond to Mrs.
[redacted]’s complaint.  Our records show on 3/14/15, Mrs. [redacted] purchased a [redacted] ([redacted])
reclining sofa and recliner with a 48-month Furnituregard Plan on both
units.  Mrs. [redacted]’s signed invoice indicates at the time of purchase
she acknowledged she was provided a copy of the Furnituregard Plan and that
she understood the coverage associated with the product.  Mrs.
[redacted] elected to have her sofa and loveseat delivered; which was
completed on 3/15/15. 

We
researched Mrs. [redacted]’s complaint and found she contacted us on 11/14/15 regarding her sofa; stating one side of the unit would
not go down.  A service call was scheduled for 11/19/15, during the inspection the serviceman found the mechanism
bending on the right side recliner which caused the recliner to stay
opened.  The serviceman also notated the unit had some scuffs and
fading on all three cushions.  Mrs. [redacted] was contacted on 11/24/15 and advised we were able to repair the mechanism;
however the fading the serviceman reported is considered normal wear and
tear and is not covered under the Terms & Conditions of the
manufacturer warranty or the Furnituregard Plan purchased.  The
serviceman ordered the parts needed and the parts became available on 12/04/15; Mrs. [redacted] was scheduled for service on 12/10/15.  Mrs. [redacted] was later contacted and informed
due to scheduling conflict her appointment was rescheduled for
12/16/15.  We have confirmed the
technician has replaced the mechanism and the recliner is working up to
specifications. 

If
we may be of further assistance, Mrs. [redacted] may contact our Customer
Service department at1-877-358-1252.












Kind regards,


Jana A[redacted]










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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.]
Conn’s is forcing me to agree to a policy that was never explained in writing nor verbally for that matter regarding a refund for an unavailable product. With all that I have gone through with the misleading information I cannot in good faith accept what Conn’s is saying and that is for me to drop off my tv without receiving my entie refund immediately.  
Regards,

Thank you again for the opportunity to respond to [redacted]'s concerns regarding account [redacted].  [redacted] stated she purchased the repair service agreement (RSA) because she was told if the product became damaged or stolen that it would be repaired or replaced.[redacted] was notified that the item could not be repaired.  We offered her an exchange on the item up to the purchase price of $429.99.  The RSA is what allowed [redacted] the option to exchange the item.  Conn's no longer sold the specific item and [redacted] opted not to pay the difference for a similar product..  [redacted] received a full credit to her account for the purchase price of $429.99.  The RSA agreement had been fulfilled; therefore that amount is non-refundable.  According to our records, [redacted] contact our customer service department on June 12, 2015 to inquire about the return of the item.  The customer service agent informed [redacted] that the credit would post to her account and the account would close.  Conn's respectfully disagrees that we took her money without her consent.  We have attached a copy of [redacted]'s payment history as documentation that the credit was applied to the account as stated.  We value [redacted] as a customer and appreciate her for bringing her concerns to our attention.   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 called the same day and spoke with a gentleman by the name of Warren [redacted] about the refrigerator issue and the set up. He then told me he would call me back and is getting in contact with someone to have this resolved. He never called me back. I had to call back when I realized my rug was not delivered he than put me on hold and told me that his manager by the name of dawn told him she would have to request for the ticket to be opened and in 24 hours I could come get the rug. So 48 hours latter I tried to get the rug and was told it was still not opened and they were still waiting for it to be opened. A WEEK passed by and it was still not opened I called an 800 number to be told they didn't even try to open it yet and they would do it. I told the lady I spoke with I just want it cancelled and I will get a rug somewhere else. Also when speaking with warren about the fridge I asked about the set up and he said he thought it was easy enough to do on our own so we were not offered the set up fee. HE MADE THE CHOICE ON HIS OWN. HE APOLOGIZED FOR THAT AND THAT IS FINE. BUT WHEN YOUR EMPLOYEE TELLS A CUSTOMER THEY NEED TO FILE A COMPLAINT WITH Revdex.com AND [redacted] requesting money back FOR THE WAY THEY WERE TREATED AND PROCEEDS TO SAY HE IS RESIGNING BECAUSE HE IS ASHAMED you should know you did wrong! Needless to say, I did call and report my issues as well as checked for a week about my rug and was told by an EMPLOYEE I was treated worse than anyone they have seen and I need to request my money back. and they were resigning there is a HUGE PROBLEM with how Conns does business.  I can also get my job to pull the recorded phone calls if I need to go that far. I can take this further than just Revdex.com no problem if needed (perks of being family to a news producer) 
Regards,
[redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’ additional comments. We have attached a copy of Mrs. [redacted] loan ledger which shows a credit of $566.20 posted to her account on 9/29/16 and a credit of $379.99 which was posted to her account on 9/30/16.   If we may be of further assistance, Mrs. [redacted] may contact us at 1-877-765-1513.     Kind regards,   Dyeisha W[redacted] Customer Relations

Thank you for the opportunity to respond to Mr. [redacted]’s concerns regarding account [redacted].  Mr. [redacted] stated he would like a price match on his television, the insurance removed from his account and his “cash=option” reinstated.    According to our records, Mr. [redacted] signed...

a 32-month retail installment contract on January 9, 2016.  That contract included our 12-month no-interest financing promotion (“cash-option”).  Per the terms of the “cash-option,”  the “cash-option is void if the required monthly payment is not paid within 10 days of each month’s due date or the unpaid portion of the Total Cash Option is not paid within 10 days of the expiration date of January 9, 2017.  Mr. [redacted]’s total “cash-option” price was $6600.54.  This amount included $6565.98 for the merchandise and $34.56 for property insurance.  Mr. [redacted] paid a total of $6231.59 on the account on or before the “cash-option” expiration date.  Since the “cash-option” terms were not met, the original terms and conditions found in the retail installment contract replaced the “cash-option” addendum.  We have included a copy of Mr. [redacted]’s payment history and signed “cash-option” addendum for his records.    Mr. [redacted] also stated he was charged an additional $200.00 for property insurance.  The total amount charged for property insurance was $92.10.  Due to this being a secured retail installment contract, the merchandise must be insured 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 if presented within 30 days of the purchase date or prorated if after this time as long as the declaration pages shows coverage from the date of purchase to the present date. Our records do not indicate that we have received proof of insurance from Mr. [redacted].  He may fax a copy of his homeowner’s or renter's insurance declaration page to our insurance department at 855-593-5465. We ask that Mr. [redacted] please note his account number on the fax for faster processing.   Additionally, Mr. [redacted] stated he inquired about a price match on his television and it was denied.  Our records indicate that the television Mr. [redacted] purchased went on clearance.  Our Low Price Guarantee excludes clearance offers.    Conn’s values Mr. [redacted] as a customer and appreciates him for bringing his concerns to our attention.

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

questions by calling our Customer Service Helpdesk at 1-877-358-1252, or on-line at   www.conns.com.  Mr. [redacted] has stated in the complaint: 1.        He was told our delivery team would be able to the door to the other side for the dryer, but it was not changed; and 2.        He is requesting to have the door adjusted.     Our investigation reveals that:   1.        Mr. [redacted]s invoice did indicate that the dryer door is switched to the other side. However; this is typically not an option offered by our delivery team; and 2.        Our delivery team returned to Mr. [redacted]s residence on 9/8/17 and made the adjustments to the dryer.   We attempted to contact Mr. [redacted] on 9/14/17 to address his concerns but were unsuccessful.  We were able to verify with the delivery team that Mr. [redacted]s issue has already been addressed and resolved. We sincerely apologize for any inconvenience Mr. [redacted] experienced as a result of the delay. Conn’s values Mr. [redacted] as a customer and appreciates him for bringing this matter to our attention. Sincerely, Conn’s Inc.

Thank you for the opportunity to respond to Mrs. [redacted]’
...

complaint.  Our records show on 12/11/15,
Mrs. [redacted] purchased a ** dishwasher that came with a limited 1-year
manufacturer warranty.  We confirmed Mrs. [redacted]’ dishwasher was
purchased as a floor model sold as is at a discounted price of
$197.00.   Mrs. [redacted] elected to pick up her dishwasher from
our [redacted] location store #[redacted]. 
 
We researched Mrs. [redacted]’ complaint and found she contacted
us on 12/14/15;
stating the unit was not completing cycles.  A service call was
scheduled; during the inspection the technician parts needed to be
replaced.  The technician ordered the parts and once the parts were
available; we attempted to contact Mrs. [redacted] to schedule an appointment
to install the new parts.  Our records show we attempted to contact
Mrs. [redacted] on 12/20/15at 10:42am, but we were unsuccessful and
we left a voicemail for Mrs. [redacted] to return our call.  On 12/23/15, 12/24/15, 12/26/15and 12/28/15, we
attempted to contact Mrs. [redacted] again to schedule an appointment, but
again we were unsuccessful and we were unable to leave a message due to
Mrs. [redacted]’ voicemail was full.  Due to no response and not hearing
from Mrs. [redacted] her service order was cancelled on 12/28/15. 
 
Although, we are unable to honor Mrs. [redacted]’ request to
return her dishwasher; Conn’s is willing to continue with repairs. 
Mrs. [redacted] may contact our service department at 1-855-266-6349to schedule an appointment that is
convenient for her.
 
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.  
[Provide details of why you are not satisfied with this resolution.]
Regards,
 
What this company has written as a response is a blatant lie. I was told IF they decided to issue a refund it would be 30 days, which is totally unacceptable as well as 7- 10 days. If I return an item ANYWHERE else I am issued a refund immediately. I am now owed interest as well as veterinary bills and boarding bills on my dogs who suffered due to Conns negligence.

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 his complaint: 1)      that he contacted us multiple times to speak with management regarding a resolution but was unable to get assistance; and 2)      we have not accurately communicated or kept a scheduled appointment.   Our investigation reveals that: 1)      after reviewing Mr. [redacted]’s, calls we will address any training opportunities with the representatives involved. 2)      there was an error, and Mr. [redacted] was not provided the correct estimate time of arrival.  We tried to correct the error and contact Mr. [redacted] on both numbers on file, but we were unable to reach him at the time.   Our records show on3/26/16, Mr. [redacted] purchased a 5-piece [redacted]. reclining sectional set with a 36- month FurnitureGard Plan for each piece. After further review we show that Mr. [redacted] contacted Conn’s Service on 4/30/17 to request service,  He was then scheduled for 5/5/17. He was informed Conn’s would call ahead to provide him with the time-frame 24 hours prior to the date of service. Our records show that we attempted to contact Mr. [redacted] at both numbers on the account, and there was no answer. He then called back and informed us that his wife was down the street. At that time the technician had moved on to his next job and was unable to go back. We attempted to reschedule Mr. [redacted] for 5/9/17. However, he refused. The work order was left open until 5/8/17 in case he decided to continue with service.  After receiving Mr. [redacted]’s complaint, we have attempted to contact him multiple times to discuss his concerns and schedule service however we have not been able to reach him. If Mr. [redacted] is still in need of service, he may contact our Conn’s Service at 1-855-266-6349 to schedule a service call and provide us with current contact information.   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 Mr. [redacted] complaint. Our records show
on 2/22/15, Mr. [redacted] purchased a ** Side-by-Side refrigerator which comes
with a 1-year limited manufacturer’s warranty; no additional coverage was
purchased with Conn’s. We show Mr. [redacted] refrigerator...

was delivered and
received in good order on 2/23/15 however; the waterline was not connected due
to Mr. [redacted] did not have a water valve near the space the refrigerator was
installed. Mr. [redacted] informed the delivery team that he would have someone
else to connect his waterline.
 
We
researched Mr. [redacted] complaint and found that he contacted our delivery
team the next day 2/24/15 stating water leaked on his floor. Our delivery team
went back to Mr. [redacted] residence the same day (2/24/15) and confirmed the
previous delivery team did not connect the waterline as well as they also could
not connect the waterline due to the customer did not have a water valve in
area. The delivery team did provide pictures of the refrigerator confirming Mr.
[redacted] waterline was not connected at the time of delivery. We show Mr.
[redacted] contacted our service department on 2/26/15 and was scheduled for
2/28/15 but was not available at the time of inspection.
 
At
this time we are unable to honor Mr. [redacted] request; we have confirmed our
delivery team did not connect his waterline due to there was no water valve.
Mr. [redacted] may refer to his homeowner’s/renter’s insurance for repair needs to
his floor.
 
If we may
be of further assistance, Mr. [redacted] may contact Customer Service at
1-877-358-1252.
 
Kind regards,
 
Dyeisha [redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  Thank you Revdex.com for fixing this problem. Since they are willing to close this account fix my credit and leave me with a 0 balance I except this. Thank you also Conn's Relation dept.

Thank you for the opportunity to respond to Mr. [redacted] complaint.  We researched Mr. [redacted] complaint and found his issue has been addressed and resolved.  Mr. [redacted] complaint was escalated to upper management; on8/20/15 an exchange to replace his washer was approved.  He was...

issued a credit up to the original amount paid which was $499.99 to reselect a new washer.  On 8/21/15, Mr. [redacted] initiated his exchange he selected a [redacted] high-efficiency washer model ([redacted]) with a new 48-month Repair Service Agreement.  Mr. [redacted] new washer was delivered and received in good order on 8/22/15.  Again, we sincerely apologize to Mr. [redacted] for any inconvenience he experienced during this process.                                    ...⇄ we may be of further assistance, Mr. [redacted] may contact our Customer Service department at [redacted].Kind regards,Jana [redacted]Customer Relations

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, I totally disagree with how you just put things ? This is the first that I am here this ! Your company advertisement and sales team made it clear how the repayment would go. I was told "IE" $5000.00 total (1 year interest free) if what was received  from Jan 5, 2015 to Jan 5,2016 and your company received $4000.00 by Jan 5,2016 . I was told that interest would apply 30 days later which would put bill due Feb 21,2016 " INTEREST'' would apply on that 1000.00 . I also was told my due date 21 each month plus a 10 day grace period. If the customer failed to make payment after the 10 day grace period then your off the payment program. Then interest would apply because the customer went passed the grace period! So "THIS DOSENT APPLY TO ME BECAUSE I NEVER WENT PASSED YOUR GRACE PERIOD." I HAVE ALL OF MY BANK STATMENTS ! I ALSO HAVE A FLYER FROM THE STORE THAT GIVES THE EXACT EXAMPLE I JUST LAID OUT ! This  is my very situation that Myself, and others in this country have !   So since I "WASN"T " kicked off the program what is my balance ? I have called and left several messages....customer service have sent multiple emails so they say? I want my balance corrected it should be 990.00 to pay off not the balance that you listed . In writing the correction made and a payoff good for 30 days.

Thank you for
the opportunity to respond to Mr. [redacted]’s concerns regarding collection calls
he has received. 
 
We have found
that Mr. [redacted]’s telephone number was linked to a Conn’s account in
error.  We have placed a cease and desist
on the telephone number...

provided by Mr. [redacted].  We ask that Mr. [redacted] please allow up to 24
hours for the cease and desist to update.
 
If Mr. [redacted]
receives any additional calls after the 24 hours, we ask that he contact us
directly so we may address the matter further.
 
We appreciate
Mr. [redacted] for bringing his concerns to our attention and sincerely apologize
for any inconvenience he has experienced due to this matter. Thank you,Cheryle [redacted]