Alan J. Slobodnik, M.S.W.

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 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]

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]

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]

Thank you for the opportunity to respond to Mr. [redacted]’s complaint.  Our records show on 11/25/16, Mr. [redacted] purchased a [redacted] notebook with a 25-month Repair Service Agreement w/ACCIDENTAL DAMAGE.  Mr. [redacted] received a copy of Conn’s Return & Exchange...

Policy at the time of purchase; he also signed his invoice acknowledging that he received a copy of the RSA & ACCIDENTAL DAMAGE brochure and that he understood the coverage associated with the covered product.  Mr. [redacted]’s elected to pick up his notebook from his local Conn’s in Houston, TX #071. We researched Mr. [redacted]’s complaint and found that he contacted us on12/30/16, stating that the notebook screen was cracked.  After reviewing Mr. [redacted]’s service history and based on the physical damage that was reported; an exchange request was submitted and approved on 1/04/17 under the Accidental Damage Terms and Conditions.  Mr. [redacted] was approved for an even exchange; the model he originally purchased (NV17S066NR) is still available. At this time we are unable to honor Mr. [redacted]’s request to credit his account.  We currently have a replacement model in stock and available for pick up.  As mentioned in the Terms and Conditions of Mr. [redacted]’s RSA & ACCIDENTAL DAMAGE: No. (9) Limit of Liability:FWSC’slimit of liability is the replacement value of the covered product, which shall be the cost of replacing the covered product with a product of equal or similar features and functionality, not to exceed the original purchase price of the covered product.    ·         FWSC will provide a replacement product with equal or similar features and functionality, up to the original purchase price of the covered product if a replacement product is available. To ensure transparency, this information can also be found on Conn’s website at http://www.conns.com/rsa-tc.    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] 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. 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. [redacted]’s complaint.  After researching Mrs. [redacted]’s complaint, we found that her issue has been addressed and resolved.  Our records show Mrs. [redacted] contacted us on12/15/16 regarding her bed rails; she indicated that the rails were...

broken.  A service call was scheduled; during the inspection the serviceman found the bed rail RSF side split beyond repair.    Therefore, an exchange request was submitted and approved on 1/09/17 under the Terms and Conditions of the manufacturer’s warranty.  We show Mrs. [redacted] has initiated her exchange and her new bed rails were delivered and received in good order on 1/13/17.  Again, we sincerely apologize to Mrs. [redacted] for any inconvenience she experienced during this process. If we may be of further assistance, Mrs. [redacted] may contact our Customer Service Department at 1-877-358-1252.  Kind regards, Jana 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.  
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,

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.

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 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:
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]

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 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 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 response to Mrs. [redacted]'s additional comments.  We researched Mrs. [redacted] complaint and found color loss or discoloration at the headrest area.  This is a concern that is typically not covered by the terms and conditions of the manufacturer warranty or Furnituregard; however we have submitted the part order to the manufacturer as an attempt to repair it under warranty as a good will gesture.  Based on the time frame for the material to arrive; Conn’s agreed to exchange Mrs. [redacted] right recliner model [redacted].  We contacted Mr. [redacted] on 8/24/15 and he has been informed to visit his nearest Conn’s location to schedule delivery.    If we may be of further assistance, Mrs. [redacted] may contact our Customer Service department at [redacted]. Kind regards,  Jana A[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

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 [redacted]’ complaint. Our records show on
8/8/15, Mrs. [redacted] purchased a Serta Initiative Firm king bed and elected to
purchase a 48-month FurnitureGard Plan. Mrs. [redacted]’ mattress was delivered
and signed acknowledging the item was...

received in good order on 8/11/15; no
damages were reported at the time of delivery. Per Mrs. [redacted]’ request, the
mattress was left in her hall wrapped in plastic due to remodeling. As listed
on the signed delivery ticket; “Please thoroughly inspect your merchandise
for damage. An exchange or price concession will not be authorized for damage
discovered after the delivery”.

We
researched Mrs. [redacted]’ complaint and found she contacted our delivery team on
8/22/15 stating that she just removed the plastic from the mattress and
noticed a large slice down the back of the unit but the plastic was unharmed.
Mrs. [redacted]’ information was forwarded to a manger for further review however;
we were unable to confirm when or how the damages occurred from the time of
delivery.  Therefore Mrs. [redacted] was
informed to contact our service department to schedule an appointment for
repairs. Mrs. [redacted] contacted our service department on 9/9/15 regarding the
tear in her mattress. A service appointment was scheduled for 9/11/15; the
serviceman was able to stitch the tear on the bottom of the mattress to
complete repairs.

Conn’s
has a No Return/Exchange on all mattresses however; Mrs. [redacted]’ mattress
qualified for Serta’s 120-day In-Home Comfort Guarantee. Mrs. [redacted] may visit
her nearest Conn’s location to take advantage of Serta’s 120-day In-Home
Comfort Guarantee.  We sincerely apologize
for the delay and experience Mrs. [redacted]’ had regarding this matter.

If we may be of further assistance, Mrs. [redacted] may contact us at
1-877-358-1252.


Kind regards,

Kathryn J[redacted]
Customer Relations