Alan J. Slobodnik, M.S.W.

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]

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.

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.    We researched Ms. [redacted]s complaint and found that her issue has been addressed by the delivery manager. Our record show the delivery team returned to Ms. [redacted] residence on 12/1/17 to check the installation of her washer but was advised that she had the new washer installed by a different technician. We agreed to refund Ms. [redacted]s delivery fee of $79.99 due to her delivery experience. Please allow 7-10 business days for the credit to reflect on Ms. [redacted]s account.   We sincerely apologize for any inconvenience Ms. [redacted] experienced during her delivery.   Conn’s values Ms. [redacted] as our customer and appreciates him for bringing this matter to our attention.     Sincerely, Conn’s Inc.

Revdex.com:
In regards to the range, that information is correct. The initial problems and why I had to keep canceling appointments was because Conn's was scheduling themselves to come to my home without contacting me to see if I would be there. I let them know from the beginning I work a hectic schedule, but they continued to schedule appointments without consulting with me.
I've spoken with Conns service department far more times than was noted in the response and have also spoken with Conns corporate department who dismissed my concerns equally as quick. After the initial service on my refrigerator I DID speak with someone from the service department who said he would give the fridge enough time to cool and contact me back, to no avail.
The refrigerator went down AGAIN a few days after the initial repair and I contacted Conns service department who sent the same company out to repair the unit. He's had to replace a part and order another motherboard claiming that the first motherboard he gave us may have been faulty. So AGAIN this mother of four has lost her food and is living day-to-day spending extra money that I don't have to feed my kids.
I spoke with a service rep from Conns after the second repair and the guy from the company that came to repair the fridge misreported to Conns the findings from the repair. He told Conn's we were good to go, but told me that he was ordering me another part and would set up an appointment when the new part came in.
The rep I spoke to yesterday said I was eligible for an exchange and I want just that. I don't feel comfortable storing food in a unit that - allegedly brand new - has gone down twice in the last [not even] three months.
Conn's needs to make it right. At this point they are costing me far more than is on my contract just to feed my kids day-to-day. Yes, they've sent me a food loss form of which they will be receiving TWO of - one from each occurrence; However, what about the money unnecessarily spent on eating out because I didn't have a refrigerator or stove? Right.
Conn's needs to own up to dropping the ball and provide the quality customer service they advertise about. They need to make this right!
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
the response was very poorly addressed to my concerns on behalf of my father.  Everything in the response was exactly what I stated on my original complaint and concerns to Conn's.  Nothing that was responded answered my concerns over the inconvenience of the Thanksgiving holiday nor did the response addresses why Conn's and their repair service could NOT or WOULD NOT put any urgency to get the poor appliance sold to my father repaired. He was never provided with a copy of the contract so I am not able to verify anything that Is being stated in the response!  And because we have yet to be contacted by anyone to apologize for this poor service and lack of consideration, I will assume that this is also a way for Conn's to the deflect and not take responsibility for the poor appliances and service they provide to the consumers.  In reviewing all the negative reviews, I can surely understand why my complaint and concerns have continued to be ignored.My treatment with their "customer service" was not addressed In the response either.  I do expect Conn's to take responsibility of selling a poor product to a senior citizen and not have a conscience that he ended having to purchase a 2nd appliance because Conn's completely ignored my calls and urgency to have this addressed IMMEDIATELY!!
Regards,

Thank you for the opportunity to respond to Mrs. [redacted]’s additional. As mentioned in our previous response, based on the serviceman’s report and photos provided before and after installation our furniture coordinator determined the furniture displays normal perception. We show during a follow-up call, Mrs. [redacted] did state that she was not satisfied the repairs however; based on the photos and inspection report the furniture is up to manufacturer’s specifications. Again, as of 12/21/16 Mrs. [redacted] no longer has coverage on her furniture to review other options; no further action is required by Conn’s.  If we may be of further assistance, Mrs. [redacted] may contact Customer Service at 1-877-358-1252  Kind regards, Dyeisha [redacted]

Thank you again for the opportunity to respond to Ms. [redacted]'s concerns regarding her grandmother's account.  We are unable to discuss Ms. [redacted]'s grandmother's account with anyone other than the account holder. 









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Revdex.com:
This letter is to inform you that Conns Appliance, Inc. has carried out to my satisfaction the resolution it proposed for my complaint, filed on 9/22/2016 and assigned ID [redacted]
Regards,

Thank you for the opportunity to respond to Mr. [redacted]’s complaint.  Our records show on [redacted] top load electric dryer with a 48-month Repair Service Agreement.  Mr. [redacted] was provided a copy of Conn’s Return & Exchange Policy at the time of purchase which states:A consumer has...

30-days from the date the item is received to return or exchange (appliances and electronics) with the required 15% restocking fee and if your product fails whileunder manufacturer's warranty or Conn's RSA, Conn's Factory Authorized Service will repair your product according to these warranties.Mr. [redacted] elected to have his dryer delivered; which was completed onSeptember 7, 2015.   We researched Mr. [redacted]’s complaint and found he contacted us onOctober 26, 2016; stating the dryer was making a strange humming noise.  We show Mr. [redacted] was scheduled for service onOctober 31, 2016; however at Mr. [redacted] request the service order was rescheduled.  OnNovember 1, 2016andNovember 2, 2016we attempted to contact Mr. [redacted] to reschedule but we were unsuccessful and due to no contact Mr. [redacted]’s service order was cancelled.  OnNovember 8, 2016, a new service order was created and Mr. [redacted] is currently scheduled for service on Monday November 14, 2016.Our records indicate we have a part on hand (idler pulley) if the pulley is defective; repairs are scheduled to be completed onNovember 14, 2016.   If we may be of further assistance, Mr. [redacted] may contact our Customer Service Department at 1-877-358-1252.      Kind regards,     Jana [redacted]

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

complaint. Our records show
on 11/9/2014, [redacted] purchased
a HE washer and dryer with us.  No
additional warranty was purchased at that time.  [redacted] did elect the property
insurance coverage, which is covered through [redacted] as stated on her general information page.
 
[redacted] contacted our service department on 3/9/16, stating
her dryer caught on fire and then caught the washer on fire.  [redacted] was informed that her
manufacturer’s warranty had expired and she was provided the number to
[redacted] to file a claim as stated on her general information page.  As a gesture of goodwill Conn’s agreed to
inspect both washer and dryer and waived the diagnostic fee.  Upon inspection on 3/10/16; the
technician found the fire started in the exhaust vent and might have been
caused by lint build up in the wall. 
He checked the unit and there were no signs of a fire in the
dryer.  The technician further
reported the washer and dryer could be repaired.  The dryer needs a fuse and fuse holder
and the washer needed a new drain hose and retainer clip. The inspection
report and pictures were sent to [redacted] on 3/16/16; after the claim forms
were received.   
 
Although [redacted] did not approve to replace the items our
records show as of 3/28/16; they have approved the repairs.  The parts are being ordered; once
received a technician will contact [redacted] with an appointment date to
complete the repairs.  Conn's does not determine if or how a claim will be fulfilled.
 
For questions regarding [redacted] coverage [redacted] will need to
contact [redacted] directly at [redacted]




 







Kind regards,
 
Kathryn J[redacted]
Customer
Relations

Thank you for
the opportunity to respond to Mr. [redacted] concerns regarding account
[redacted].  Mr. [redacted] stated insurance
was added to his account that he did not want. 
According to
our records, Mr. [redacted] signed a 30-month retail installment contract on
January 21,...

2014.  That contract included
a 6-month no-interest financing promotion(“cash-option”).  On April 3, 2014 Mr. [redacted] received an
invoice credit in the amount of $246.75 for the retail service agreement.  On April 15, 2015, Mr. [redacted] received an
additional invoice credit in the amount of $307.33 for the insurance. 
Mr. [redacted]
missed his “Cash-option” payoff amount by $13.00.  On July 30, 2015, Mr. [redacted] made the payment
of $13.00 and we agreed to honor the terms of his “cash-option and close his
account.
As of
September 16, 2015, Mr. [redacted]’s account has been closed with a zero
balance.  We have included a copy of his
payment history for his records.
We value Mr.
[redacted] as a customer and appreciate him for bringing his concerns to our
attention.  Thank you,Cheryle S[redacted]

HiI left the receipt at the store on the second visit when I purchased the more expensive washer and subsequently told them to cancel the entire order. From what I understand the store has a 14 day return policy.Also, I am now having to wait to return the washer. I called the store manager...

Brent H[redacted] Tuesday 8/11 and he told me he would call me next week to arrange pick-up.thank you

Thank you for the opportunity to respond to Mrs. [redacted] complaint.  Our records show on11/19/14, Mrs. [redacted] purchased a [redacted] high-efficiency washer and electric dryer with a 24-month Repair Service Agreement on both, a [redacted] dishwasher that came with a limited 1-year manufacturer’s...

warranty, and a ** electric range that also came with a limited 1-year manufacturer’s warranty.  Mrs. [redacted] declined to purchase any additional RSA coverage on her dishwasher and range; we confirmed Mrs. [redacted] manufacturer’s warranty for her dishwasher and range expired on11/21/15.  Mrs. [redacted] elected to have her appliances delivered; which was completed on11/21/14.   After researching Mrs. [redacted] complaint we found she contacted us on 10/11/16; requesting to have service on her dishwasher and range.  Mrs. [redacted] was advised that the appliances were no longer covered under warranty as of November 2015.  Mrs. [redacted] was informed of Conn’s trip charge fee ($146.06) if she wanted to have her items assessed. At this time we are unable to honor Mrs. [redacted] request to credit her account, exchange, or repair her appliances at no cost.  Mrs. [redacted] manufacturer’s warranty expiredNovember 2015and no additional RSA coverage was purchased through Conn’s to review other options.  If Mrs. [redacted] is in need of service it will be an out of pocket expense.   If we be of further assistance, Mrs. [redacted] may contact our Customer Service Department at1-877-358-1252.      Kind regards,     Jana [redacted]

Thank you for the opportunity to respond to Mr. [redacted] additional comments. We apologize for the delay. Our records show we processed Mr. [redacted] gift card on 6/21/17. We will mail Mr. [redacted] gift card to the address listed on file. We ask to please allow 7-14 business days to receive.

Thank you for the opportunity to respond Mr. [redacted]’s additional comments.  As mentioned in Mr. [redacted]’s original response dated (2/26/16); Mr. [redacted] contacted our service department on 1/11/16 stating the leather us tearing on his loveseat.  A service appointment was scheduled for 1/20/16; during the inspection the serviceman found the leather cracking on the right inside back and on the right inside/outside of the arm casing.  After reviewing the serviceman’s findings and photos provided at the time of the inspection; Mr. [redacted] was contacted and advised that the issues reported to the headrest and armrest are the result of normal wear and tear which is not covered under the Terms and Conditions of the manufacturer’s warranty or Furnituregard Plan.  Please reference to the Terms and Conditions of the Furnituregard Plan (Number 15 – What Is Not Covered).  Again, at this time we are unable to honor Mr. [redacted]’s request to credit his account or return/exchange his furniture.  Based on the serviceman’s findings the damages reported are of normal wear and tear from everyday use which is not under covered.    If we may be of further assistance, Mr. [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.  
As I previously stated a number of times, I did in fact sign up for the unemployment insurance and have attached my copy of the paper that shows this information. I am not asking for it to be "added" at this point all I am asking for if you to honor what the original contract shows. I have requested a number of times for someone to contact me regarding this even thru here and yet you seem to refuse to contact me and I do not understand why that is. again PLEASE contact me regarding this so that we may rectify this situation. my phone number is [redacted] I have again attached a copy of my paper work that shows I did in fact sign up for this insurance and this has been previously submitted to you twice now for your review.Also on a side note I again called the location where I purchased my items and "pretended" to be looking at buying a laptop and asked about the insurance and was AGAIN told my a salesman that all the insurance INCLUDING unemployment insurance comes with the purchase (which is exactly what I was told when purchasing my equipment)
Regards,

Thank
you for the opportunity to respond to Mrs. [redacted]s additional comments. When an
exchanged is approved, the old unit is returned and a new unit is received. As
mentioned in our previous response, Mrs. [redacted] was approved for an exchange to
re-select a refrigerator for up to $1749.99 under the Terms and Conditions on
the RSA on 7/29/15. Mrs. [redacted] initiated her exchange on 9/13/15 and
re-selected a [redacted] French door refrigerator that retailed at $2199.99 and
elected to purchase an additional 48-month RSA Plan for $449.99 totaling
$2902.09. The credit of $1894.36 (1749.99 plus taxes of $144.37 for old unit)
was applied towards the purchase of her new refrigerator and additional
warranty leaving a remaining balance of $1007.73
(the difference in price of the refrigerator
and warranty) that was financed on a separate account. Mrs. [redacted]s
original contract remains in effect because the [redacted] refrigerator replaced
the ** refrigerator which still had a remaining balance, no changes are made in
the monthly payments owed.
Mrs.
[redacted] currently has two open accounts with Conn’s. The account ending in 33 is
for the [redacted] refrigerator which replaced the ** refrigerator and the account
ending in 34 is the difference in price of the [redacted] refrigerator and additional
48-month RSA Plan that was financed; no additional credit is due.
If we may be of further assistance, Mrs.
[redacted] may contact Customer Service at 1-877-358-1252.
 
Kind regards,
 
Dyeisha W[redacted]Customer Relations











12/28/2015






Complaint

There was once a time in America whereby companies would do whatever was needed to maintain that customer. I understand that we live in a different time but Conn's as a business has destroyed the idea of attempting to resolve a customers issue. So as not to bore anyone with the details let me simply...

say this. DO NOT PURCHASE ANYTHING FROM CONN'S under the 12 months same as cash option! It is NOT 12 months SAME AS CASH under the simplest of understandings. It is SAC if you:
1. Pay on time or within the "grace period of 10 days"
2. Never miss a payment
It doesn't matter that your balance will be paid in full within the 12 month period.
It doesn't matter if you pay more than the assigned amount
It doesn't matter if you attempt to resolve your issue with "customer service"! by the way, CUSTOMER SERVICE at CONN'S is a bit of a misnomer. It should be called CUSTOMER....SO!!
Let me reiterate.
DO NOT PURCHASE ANYTHING FROM CONN'S under the 12 months same as cash option. EVER!! It is by its very nature a grand hustle.







Desired Resolution

I simply wish to pay what I owe within the 12 months. Nothing more, nothing less. Actually, I wanted to purchase another item upon completion of this "SAME AS CASH" contract but of course, if no resolution can be met I will NEVER purchase another item from CONN'S again.

Consumer Business Dialog

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.  
My complaint was in regard to poor customer service and resolution to a defective TV.  Yes, they ordered new parts but they are the same parts that were originally replaced.  I don't understand why they keep replacing the same parts as the device is obviously defective. 
Regards,

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to Mr. [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, 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: He has contacted us several times to have his furniture repaired;We are only willing to replace part of the furniture and not the set; He is requesting a refund for the amount he has paid for the furniture for a year. Our investigation reveals that: We have repaired Mr. [redacted]’s furniture in accordance to the terms and conditions of the FurnitureGard Plan.  Mr. [redacted] has been made aware that only his sofa meets the qualifications for an exchange; andAt this time we are unable to honor Mr. [redacted]’s request. Our records show on 12/16/16, Mr. [redacted] purchased the [redacted] Reclining furniture which consists of three pieces (loveseat, sofa, and recliner) and elected to purchase a 36-month Repair Service Agreement Plan.   We researched Mr. [redacted]’s complaint and found that he has contacted us twice for repairs on his sofa and loveseat. Our records show Mr. [redacted]’s first service call was received on 3/25/17 stating the seams are coming undone on the armrest of the sofa and there is gap in between the console and seat of the loveseat. A service appointment was scheduled for 4/14/17. During the inspection the serviceman found the mechanism on the loveseat is bent and the stitching undone on the sofa. The serviceman report that he was able to re-stitched the arm rest cover on the sofa but notated that a new mechanism was needed for the loveseat. Once we received the new mechanism the serviceman returned and installed the part on 5/50/17.   We show Mr. [redacted] contacted us again on 11/25/17 stating the armrest on the sofa is falling off and the loveseat has a gap between the consoles and seat. A service appointment was scheduled for 12/16/17. During the inspection the serviceman reported that he was unable to repair the armrest on the sofa but notated parts were needed to complete repairs on the loveseat. We contacted Mr. [redacted] and informed him that his sofa was approved for an exchange due to the unit was deemed non-repairable. However; parts were ordered to complete the repairs on the loveseat. Our records show the part arrived on 12/21/17 and Mr. [redacted] was contacted to scheduled installation but he refused further repair therefore; his service order was canceled.   Although we are unable to honor Mr. [redacted]’s request to receive a refund, he may visit his nearest Conn’s location to initiate the approved exchange on his sofa.   Conn’s value Mr. [redacted] as our customer and appreciates him for bringing this matter to our attention.       Sincerely, Conn’s Inc.

I spoke with Conn's on 11/22/16 "Akon" and advised him that the wrinkle cycle was still not working and when service technician Mark [redacted] came out on 11/21/16 he put a new panel on the dryer and when I asked him was the wrinkle cycle fixed he said is that was what I was suppose to fix, you don't know how many calls I have had since I last came out.  He left.  "Akon" manager at the Gessner store called me back and said he has requested a service person to come out on 12/01/16 and he assured me that it would not be Mark [redacted].  I took today off (3rd time I took a day off for this issue) and received a call from Mark [redacted] stating that it was nothing he could do with the dryer, I need to call [redacted].  I called conn's and was referred to 1 8773581252 and spoke to Sidney in customer service, I asked for a Manager she put me on hold and I was disconnected.This is the 3rd complaint and the 3rd day I have taken off work.  My dryer has not worked properly since 10/31/16 and I have not missed any payments.  I am requesting a new dryer.hank you for the opportunity to respond to Mrs. [redacted]’s complaint. Our records show on July 27, 2016, Mrs. [redacted] purchased a [redacted] washer and dryer and elected to purchase a 48-month Repair Service Agreement. We show Mrs. [redacted] items were delivered and received in good order on July 28, 2016. We researched Mrs. [redacted]’s service history and found she contacted our service department on  October 31, 2016 stating the wrinkle cycle on her dryer leaves her clothes wet. A service appointment was scheduled for November 3, 2016; during the appointment the technician found parts were needed to complete the repairs. Our records show the part s arrived on November 8, 2016 and Mrs. [redacted] was contacted to schedule repair but we were unable to reach her at the time.  Mrs. [redacted] called back on November 14, 2016 and we confirmed her appointment for November 16, 2016.  Once the technician has installed the new parts we can determine what further actions may be required. Although Mrs. [redacted]’s dryer does not meet the qualifications for an exchange at this time, we will continue with any covered repair needs. If we may be of further assistance, Mrs. [redacted] may contact us at 1-866-765-1513.  Kind regards, Dyeisha [redacted]