Alan J. Slobodnik, M.S.W.

Thank you for the opportunity to respond to [redacted] concerns regarding payment processing.    We are unable to locate an account with the information provided.  If [redacted] would provide an account number or a telephone number that is associated with the account we will...

be happy to assist her further.    Conn’s appreciates [redacted] for bringing her concerns to our attention.   Thank you, Cheryle S[redacted]

New Roman"">Thank you for the opportunity to
respond to Mr. [redacted]’ complaint.  Our records show on 9/03/15, Mr. [redacted]
purchased a [redacted] 32” LED TV which came with a limited 1-year manufacturer
warranty and a [redacted] player which came with a limited 1-year manufacturer
warranty; No additional RSA coverage was purchased through
Conn’s. Mr. [redacted] elected to pick up his TV and Blu-ray player from
our Houston, TX location store 076.  Our customers are given the
opportunity to inspect their product prior to leaving the store.  Once
the product has left the store we are unable to determine when the damage may
have occurred. 
 
Mr. [redacted] has been contacted and
we have come to a mutual agreement to resolve.  If we may be of further assistance, Mr.
[redacted] may contact our Customer Service Department at ###-###-####.
    


Kind regards,
 
 
Kathryn [redacted]
Customer Relations

Thank you for
the opportunity to respond to Ms. [redacted]’s concerns regarding account
[redacted].  Ms. [redacted] stated Conn’s
continued to draft payments once the account was closed.
 
According to
our records, Ms. [redacted] had her monthly payments set up to draft from...

her
financial institution.  Conn’s mailed Ms.
[redacted] the following refund checks:
 
Date              Check Amount
2/23/2015         $216.49
3/6/2015           $216.49
4/3/2015           $216.49
5/8/2015           $216.49
6/5/2015           $216.49
7/3/2015           $216.49
8/7/2015           $216.49
 
According to
our records, none of the refund checks have been negotiated; therefore, we have
placed a stop payment on the above refund checks.  We have reissued new refund checks and Ms.
[redacted] should receive them within 14-21 business days. 
 
We value Ms.
[redacted] as a customer and sincerely apologize for any inconvenience she has
experienced due to this matter.  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.  
[Provide details of why you are not satisfied with this resolution.]Conn’s employee, Dyeisha W[redacted], reply to my complaint about
the poor service in fixing our [redacted] Top Loading Washer is fairly stated.
What Ms Dyeisha W[redacted] failed to state is the hours and many telephone calls
it took to get the job done in a timely fashion.
In review, the call
went out to Conn’s for a service on July 28th. The Service Tech
showed up as scheduled on Wednesday August 5th. Service Tech [redacted]
did advise that parts had to be orders.
And yes Conn’s did complete the repairs on Wednesday August 12th.
What Conn’s has
failed to state is :
Service Tech [redacted] stated he would be on vacation the week of August 10 thru August 16 Conn’s order the repair
parts on August 10th, 5-days after Service Tech [redacted] schedule call on August 5th..
Conn’s advised me
[redacted] that the ordered repair parts would not be available until
Monday August 17. (August 17th is the scheduled return from
vacation date of Service Tech [redacted]). A Service appointment would be schedule
and repairs to the [redacted] washer would be completed at that time.
Conn’s failed to state
that after many phone calls and e-mails to Conn’s Service (800) 266-6349,
and telephone calls to Conn’s Corp office in the [redacted] we got
action.
The repair parts came in
and  the [redacted] washer was repaired
on August 12th .
Therefore there is no
need to contact Conn’s as the [redacted] Washer
is operating as designed.
Conn’s advise that they
would call back, I’m still waiting for that call back telephone call Conn’s.
Regards,

Explain to me WHY you need a  FULL CREDIT REPORT! You have been provided all other documentation needed to CORRECT your ERROR! I sent the page from your INCORRECT reporting already.

Thank you for the opportunity to respond to Mr. Dlugosz’s concerns regarding account [redacted]1770.  Mr. Dlugosz stated he was not aware of the protection plan nor the administrative fee on his account. He would like credit on his account. According to our records, Mr. Dlugosz signed a...

24-month promissory note and security agreement on January 31, 2017.  That contract did not include our repair service agreement (RSA).  Mr. Dlugosz signed the promissory note and security agreement accepting the administrative fee.  We have included a copy of Mr. Dlugosz’s singed agreement. Conn’s respectfully disagrees that a credit should be applied to the account for RSA coverage, as Mr. Dlugosz did not purchase RSA coverage.  We are unable to credit the administrative fee as Mr. Dlugosz accepted the fee at the time of purchase. Conn’s values Mr. Dlugosz as a customer and appreciates him for bringing his concerns to our attention.

Thank you for the opportunity to respond to Mr. [redacted]’s complaint. Our records show on 1/18/16, Mr. [redacted] purchased a [redacted] washer and dryer which come with a 1-year limited manufacturer’s warranty; no additional coverage was purchased with Conn’s. We researched Mr. [redacted] service...

history and found he contacted us on3/31/16 stating the dryer is making a loud rattle noise. A service appointment was scheduled for 4/4/16; during this inspection the technician found a part was need for repair. The technician returned the following day 4/5/16 and replaced the ASM bracket idler to complete repairs; no further issues were reported. Our records show Mr. [redacted] contacted service again on 8/2/16stating his dryer made a loud noise and turned off now the unit is not working. Mr. [redacted] is currently has an appointment scheduled for 8/8/16; once the technician inspects the dryer we can determine what further actions are required. In regards to the property insurance, our record show Mr. [redacted] signed his contract acknowledging that he was aware and agreed to purchase Conn’s Property Insurance. Although consumers are not required to purchase insurance with Conn's, they must provide proof of their homeowners/renters insurance when making a purchase. However; Mr. [redacted] may fax over a copy of his homeowner/renter insurance as well as the attached cancellation request to 1-855-593-5465 to have the insurance removed from his account. If we may be of further assistance, Mr. [redacted] may contact us at 1-866-765-1513. Kind regards, Dyeisha [redacted]

Thank you for the opportunity to respond to Mr. [redacted]’s complaint.  We appreciate Mr. [redacted] for bringing his concerns to our attention.  After receiving Mr. [redacted]’s complaint; we contacted the account holder and all issues have been addressed. 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]

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint regarding a purchase made under [redacted].  Our records show on October 17, 2015, Mr. [redacted] purchased a [redacted] queen mattress that came with a limited manufacturer’s warranty and a [redacted] queen...

adjustable base with a 36-month Furnituregard Plan; no additional Furnituregard coverage was purchased on his mattress.  Mr. [redacted] was provided a copy of Conn’s Return & Exchange Policy at the time of purchase which states:No Returns/Exchanges on -Furniture, mattresses, décor &accessories unless inspected by a Conn’s Service Technician and found to have a manufacturer’s defect ** Mr.[redacted] elected to have his items delivered; which was completed onOctober 18, 2015.   We researched Mrs. [redacted]’s complaint and found Mr. [redacted] contacted us onMay 4, 2016regarding his mattress; stating the unit displayed sagging in the middle.  After reviewing his service history we found an exchange was approved for Mr. [redacted] to replace his mattress; he was issued a credit up to the original amount paid which was $1,374.99 to reselect a new mattress.  As ofSeptember 8, 2016, Mrs. [redacted]’s issue has been escalated with upper manager and we agreed to exchange the mattress and the adjustable base.  We attempted to contact Mr. [redacted] & Mrs. [redacted] onSeptember 8, 2016 regarding their approval; however we were unsuccessful in our attempts.  A credit of $3,074.99 for both mattress and adjustable base has been approved for Mr. [redacted] to reselect.  Mr. [redacted] will need to visit his nearest Conn’s location to reselect and schedule delivery.  We sincerely apologize to Mr. [redacted] & Mrs. [redacted] for any inconvenience that has been experienced during this process.   If we may be of further assistance, Mr. [redacted] & Mrs. [redacted] may contact our Customer Service Department at1-877-358-1252.     Kind regards,     Jana A[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 Ms. [redacted]’s retail installment contract or promissory note and security agreement, invoice, coupon book, and welcome letter. As a reminder, she 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.   Ms. [redacted] stated in her complaint that: she signed a contract that had 12 months no-interest; she received a payoff quote of $850.39; she then received a payoff quote of $682.93; and she would like the correct balance to pay the account off. Our investigation reveals that: Ms. [redacted]’s account included our 12-month no-interest financing promotion (“cash-option”). Ms. [redacted] received a payoff quote of $850.39; She received a second payoff quote of $682.93; and Conn’s is in the process of honoring the amount paid to close the account.According to our records, Ms. [redacted] signed a 32-month retail installment contract on April 20, 2016. That contract included our 12-month no-interest financing promotion (“cash-option”).   Ms. [redacted] called our automated system on April 25, 2017 and received a payoff quote of $850.39.  She called again on April 25, 2017 and spoke with an agent. That agent provided an incorrect payoff quote of $682.93.  On May 6, 2017, Ms. [redacted] contacted our automated system and received a payoff quote of $180.48. She spoke with an agent and asked them why the account was not closed.  The agent informed her that there was still a balance remaining on the account.   On June 1, 2017 Ms. [redacted] scheduled a payment in the amount of $167.46; however, “cash-option” expired on April 20, 2017.   Ms. [redacted]’s total “cash-option” was $2294.56. She paid a total of $2127.03 on or before the “cash-option” expiration date.  As a gesture of goodwill, Conn’s has agreed to honor the amount paid and close the account.  We ask that Ms. [redacted] please allow 10-14 business days for the account to close. Conn’s values Ms. [redacted] as a customer and apologizes for any inconvenience she experienced due to this matter.

Thank you for the opportunity to respond to Mrs. [redacted]’ complaint. Our records show onMay 29, 2016, Mrs. [redacted] purchased a [redacted] washer and dryer which came with a 1-year limited manufacturer’s warranty; no additional coverage was purchased with Conn’s.   We researched Mrs. [redacted]’...

complaint and found she contacted our service department onOctober 26, 2016; stating her dryer was not heating or spinning. Mrs. [redacted]’ has re-located to an area that Conn’s does not currently service therefore we contacted the manufacturer on her behalf to schedule an appointment.  We were informed that a provider was not immediately available and that [redacted] would contact Mrs. [redacted]’ to schedule an appointment.  Mrs. [redacted] was informed that she would need to contact the manufacturer directly at1-800-726-7864 for further assistance.   Conn’s would like to apologize to Mrs. [redacted]’ for any inconvenience she may have been caused.  At this time we are unable to honor Mrs. [redacted] request; we have included a copy of Mrs. [redacted]’ invoice for her records and proof of purchase that may be needed by the manufacturer.       Kind regards,   Kathryn [redacted] Customer Relations

Thank you for the opportunity to respond to Mr.
[redacted] additional comments. As previously stated, Mr. [redacted] purchased items at
a close out price and received a floor model sofa as this item was no longer in
stock. As of today, 1/7/16 this item is discontinued.
Conn’s is willing to offer Mr. [redacted] a 50%
discount on the cost of the sofa, which will be credited to his Conn’s credit
account in amount $375.21.
We attempted to contact Mr. [redacted] at the number on file and a
voicemail was left. If we may be of further assistance, Mr. [redacted] may contact us
at 1-866-765-1513.
Kind regards,
LaKena
A[redacted]











1/18/2016

Thank you for the opportunity to respond to Mrs. Ferguson’s additional comments. As mentioned in our previous response when Mrs. Ferguson’s unit was received at the store, the sales associate discovered the unit was infested with insect droppings. Mrs. Ferguson has been informed that infestation is not covered the Terms and Conditions of the RSA Plan therefore; we are unable to continue with further repair needs. Mrs. Ferguson may retrieve her desktop from her local Conn’s at her earliest convenience. If we may be of further assistance, Mrs. Ferguson may contact our Customer Service Department at 1-877-358-1252.  Kind regards, D[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) that the finish is coming off his furniture and we will not repair the item   Our investigation reveals that: 1) the reported damage is not covered under the Terms and Condition of the manufacturer’s warranty.     Our records show on 8/27/16, Mr. [redacted] purchased the West Ave media stand, cocktail table and two end tables which come with a 1-year limited manufacturer’s warranty. Mr. [redacted] did not elect to purchase additional coverage with Conn’s. We reviewed Mr. [redacted]’s service history and found that he contacted our service department on 9/06/16 stating the door on the media stand is warped and will not close and also the drawer on the cocktail table is stuck. A service appointment was scheduled for 9/22/16. During the inspection, the serviceman found the left door was not adjusted on the media stand and the draw on the cocktail table is sticking out. The serviceman was able to render minor repairs by adjusting the left door on the media chest and shaved off the guides on the cocktail table to complete repairs.    Our records show Mr. [redacted] contact service again on 3/21/17 for repairs on his cocktail table, media stand and end table due to the finish coming off and bubbling up. A service appointment was scheduled for 4/1/17. During the inspection the serviceman found the veneer on the top of end table is chipped and bubbled up, the veneer on the media stand is bubbled on the top right and front edge and the drawer guide on the cocktail table is sticking. The serviceman reported that he attempted repairs on the cocktail table by sanding the guides, but the drawer still would not close. We show Mr. [redacted] was contacted 4/5/17 and advised that we have ordered a new drawer for the cocktail table. However; the reported damages to the end table and media stand is not covered under the Terms and Conditions of the manufacturer’s warranty. Mr. [redacted] has been informed that once we received the part to repair the cocktail table, he will be contacted to schedule installation.             At this time we are unable to honor Mr. [redacted]’s request to exchange his items or offer a price concession. However; we will continue with repairs to the cocktail table.            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 Mrs. [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, 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: 1)       She has contacted us numerous times for repairs to her refrigerator but has not received assistance; and 2)       She is requesting to return the refrigerator for a refund and have the account closed.       Our investigation reveals that: 1)    Mrs. [redacted]’s refrigerator has been repaired; and 2)    We are unable to honor Mrs. [redacted]’s request.     Our records show on 7/26/16, Mr. [redacted] purchased a ** side-by-side refrigerator which comes with a 1-year limited manufacturer’s warranty. Mr. [redacted] declined to purchase additional coverage with Conn’s.   We researched Mrs. [redacted]’s complaint and found that she first contacted our service department on 11/15/16 stating that the icemaker would not shut off. A service appointment was scheduled for 11/21/16. During the inspection the technician found parts were needed for repair. Our records show we received the parts on 11/29/16 and Mrs. [redacted] was scheduled for installation on 12/5/16 as requested. During the installation the technician found additional parts were needed to complete the repairs. The parts were ordered and received on 12/12 /16 and Mrs. [redacted] was scheduled to install on 12/15/16. The technician reported he installed all parts, tested all functions on the unit and the refrigerator was working up to specifications.   We show Mrs. [redacted] contacted our service department again on 5/24/17 stating that the refrigerator’s freezer was freezing over. A service appointment was originally scheduled for 5/31/17 but had to be rescheduled for 6/5/17. During the inspection the technician found the fan motor needed to be replaced. We show the part arrived on 6/13/17 and Mrs. [redacted] was scheduled for 6/15/17. However the incorrect part was received and had to be re-ordered. Once the part was received Mrs. [redacted] was scheduled to install on 7/4/17. The technician reported he installed the new fan motor and controller to complete the repairs. The technician also notated that he damaged the shelving in the freezer when installing the parts.   Mrs. [redacted] has spoken with our service claims department regarding her concerns and Conn’s has agreed to replace her refrigerator up to the original amount paid.  Mrs. [redacted] is aware that she will need to visit her nearest Conn’s to reselect and that the approval is only valid for 30 days.   Conn’s values Mrs. [redacted] as a customer and appreciates her for bringing this matter to our attention.

Thank you for the opportunity to respond to Mrs. [redacted] complaint.  Our records show on 7/27/16, Mrs. [redacted] purchased a [redacted] 55” 4K UHD Curved LED TV that came with a limited 1-year manufacturer’s warranty; No additional RSA coverage was purchased through Conn’s.  Mrs. [redacted]...

elected to pickup her TV from our El Paso, TX location #176.  Mrs. [redacted] signed her invoice acknowledging her TV was received in good order and that she inspected her merchandise for damages for an exchange or price concession would not be authorized for damages discovered after the product leaves the store or warehouse.  We show Mrs. [redacted] contacted us on 7/28/16 a day after receiving her TV; stating when she plugged the TV in she noticed the TV was cracked.  Mrs. [redacted] was advised that she signed acknowledging her TV was received in good order and that once the product leaves the store or warehouse it is unable to determine when or how the damages could have occurred.  Mrs. [redacted] was advised that we would not be able to honor her request for an exchange; Mrs. [redacted] did not purchase any additional RSA coverage to review other options. If we may be of further assistance, Mrs. [redacted] may contact our Customer Service Department at 1-877-358-1252. Kind regards, Jana [redacted]

Thank you for the opportunity to respond to Mr. [redacted]’ complaint. Our records show on 10/3/16, Mr. [redacted] purchased a [redacted] dishwasher and elected to purchase Conn’s dishwasher replacement installation service. Mr. [redacted]’ dishwasher was delivered and installed on 10/8/16; no damages...

or issues were reported at the time of delivery. We researched Mr. [redacted]’ complaint and found his local Conn’s store contacted the delivery department on 10/15/16 on his behalf stating the dishwasher brackets are loose which is causing the unit to shake and water is leaking. We show the delivery department attempted to contact Mr. [redacted] to schedule a date to assess the unit but reported they could not reach him and left a voice message to return the call. Our records show Mr. [redacted] later contacted us via email on 10/17/16 regarding his dishwasher leaking and he was advised to contact service to schedule an appointment to assess his unit.  Mr. [redacted] contacted service on 10/20/16 stating the unit is leaking from the bottom. A service appointment was scheduled for 10/25/16; the technician reinstalled the dishwasher and reported the unit tested ok; no parts were needed for repair,  We sincerely apologize for any inconvenience Mr. [redacted] experienced during this process and we value him as a customer. If we may be of further assistance, Mr. [redacted]  may contact us at 1-866-765-1513  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.  
I appreciate that they finally credited my account, however both accounts are due on the 20th of the month and it there would not have made any sense to overpay one account and leave the other delinquent, I told him that I had to accounts due on the same date and when I went to the store that I always pay my account, she too explained to them that I had two accounts that are scheduled for the same date. Thank you for correcting because they started attaching late charges to my account.

Thank you for the opportunity to respond to Mr. [redacted]’s complaint.  Our records show onSeptember 17, 2015, Mr. [redacted] purchased a [redacted] queen mattress with a 36-month Furnituregard Plan.  Mr. [redacted] was provided a copy of Conn’s Return & Exchange Policy at the time...

of purchase which states:No Returns/Exchange on – Furniture, mattresses,décor & accessories unless inspected by a Conn's Service Technician and found to have a manufacturer's defect **Mr. [redacted] elected to have his mattress delivered; which was completed onSeptember 22, 2015.   We researched Mr. [redacted]’s complaint and found he contacted us onOctober 14, 2016; stating his mattress was sinking in on both sides.  OnOctober 17, 2016, Mr. [redacted] was contacted and advised that a service call was scheduled forOctober 21, 2016.  During the inspection the serviceman found Mr. [redacted]’s mattress had a 1 inch body impression on the right side, the edge was leaning over, and the padding was bunching up.  OnOctober 25, 2016, Mr. [redacted] was contacted and advised that the 1 inch body impression was considered normal with everyday use and that the shifting on the fabric was normal with movement.    At this time we are unable to honor Mr. [redacted]’s request to exchange his mattress.  As listed in [redacted] Warranty Information: A body impression less than 1 ½ inches is normal and not covered.    We have included a copy of [redacted] Warranty Terms and Conditions in our response.   If we be of further assistance, Mr. [redacted] may contact our Customer Service Department at1-877-358-1252.      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.  
Complaint Detail / ProblemComplaint Type:Billing or Collection IssuesselectProblem:I reached out to you a while back about Conns not paying me my 965.00 refund. I was informed by you to let you know if they never paid me. Well they never paid me and I have been waiting since August(Hurricane Harvey). You informed me to contact you after Feb 9thTranslateDesired Resolution / OutcomeDesired Resolution:RefundselectDesired Outcome:I need right away as I am a senior citizen still recovering from Hurricane Harvey