Alan J. Slobodnik, M.S.W.

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]

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]

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.  It has been over a month with them trying to resolve the issue.  Last week, Ashley a supervisor in the Kansas City area stated that it would be resolved that day and it still hasn't.  They have closed a complaint I made on their website and I had to reopen it.  Also Ashley stated someone else was going to call me from the offline department and NO call.  This is the worse company to do business with.  Every time you contact them, it's will be resolved that day orb5-6 days.  Now they are saying 10-14 days but they still call to collect money that is not due.
Regards,

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 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]

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,

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]

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint. Our records show on2/19/17, Mrs. [redacted] purchased the [redacted] bedroom furniture which consists of seven pieces (headboard, footboard, rails, two-night stands, media chest and dresser). Mrs. [redacted] also purchased a [redacted] Queen...

mattress and box spring and received a free 32” [redacted] with her qualified purchased.   We researched Mrs. [redacted]’s complaint and found that her delivery was scheduled for 2/20/17; during the delivery, all items were accepted and signed as received in good order except for the headboard, footboard, and rails. We show Mrs. [redacted] called the delivery department later that day stating she noticed her media chest was also damaged. Mrs. [redacted] was informed that she signed her delivery ticket acknowledging the items were inspected and received in good order. Therefore, we could not process an exchange on the chest. Our records show we have attempted to re-delivery Mrs. [redacted]’s bed on four separate occasions, however; each time she has refused delivery because she is not satisfied with the way the unit is manufactured.   We attempted to contact Mrs. [redacted] on3/7/17to discuss her concerns but were unsuccessful. In attempts to resolve this matter, Conn’s is willing to cancel the undelivered items and allow Mrs. [redacted] to return the two-night stands, media chest, dresser and the 32” TV. Mrs. [redacted] will need to visit her nearest Conn’s location to process the return sign a new contract and schedule delivery.   If we may be of further assistance, Mrs. [redacted] may contact us at 1-866-765-1513.       Kind regards,       Kathryn J[redacted]

Thank you for the opportunity to respond to Mrs. [redacted] additional comments. We have no records indicating that Mrs. [redacted] was offered an exchange for a different mattress during delivery. As previously mentioned, our records show Mrs. [redacted] contacted us after the delivery was completed and was offered a 10% damage concession as a courtesy which she accepted. We show a credit of $169.99 was processed to Mrs. [redacted] account on October 11, 2016.   Again, we are unable to honor Mrs. [redacted] request to return her mattress; Conn’s has a No Return or Exchange on all mattresses. However; as mentioned in our previous response, Mrs. [redacted] mattress does qualify for an exchange only under the 120-day Comfort Guarantee trial offered by the manufacturer. Mrs. [redacted] may visit her nearest Conn’s location to initiate this one-time offer.   We have attached a copy of Mrs. [redacted] delivery ticket with our response.   If we may be of further assistance, Mrs. [redacted] may contact us at 1-877-765-1513.     Kind regards,   Dyeisha [redacted] Customer Relations

Thank you for the opportunity to respond to Mr. [redacted]’s complaint. We researched Mr. [redacted]’s claim and found that his issue is regarding a purchase listed under [redacted]. Our records show on 6/5/16, Mrs. [redacted] bought a Frigidaire refrigerator and elected to buy a 36-month Repair...

Service Agreement Plan. Mrs. [redacted] signed her invoice acknowledging that she received a copy of the RSA brochure and was aware of the coverage associated with the product. After further researching Mr. [redacted]’s complaint we show on 11/1/16, the store manager contacted our service department on Mrs. [redacted]’s behalf stating the door handle on the fridge fell off and she is requesting service. Our records show a service representative spoke to Mr. [redacted] the same day and informed him that the reported damage to the unit is not covered under the Terms and Conditions of the manufacturer’s warranty or the RSA Plan purchased. We have no further records showing that Mr. [redacted] or Mrs. [redacted] has contacted us regarding any further issues with the unit. At this time we are unable to honor Mr. [redacted]’s request; the manufacturer’s warranty and Conn’s RSA Plan excludes consumable items. Please visithttp://www.conns.com/rsa-tc and refer to Number (5) Exclusions; Letter (d).  If we may be of further assistance, Mr. [redacted] or Mrs. [redacted] may contact us at1-866-765-1513.  Kind regards, Dyeisha W[redacted]

Thank you again for the opportunity to respond to Ms. [redacted]'s concerns regarding her account.  We have attached a copy of Ms. [redacted]'s payment history as verification that the concession has been applied to her account.  Again, we apologize for any inconvenience Ms. [redacted] has experienced in this matter.    Thank you, Cheryle [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11007842, and have determined that this proposed action would not resolve my complaint.  
[Provide details of why you are not satisfied with this resolution.]
Regards,
  My complaint was not with the bank who supplied the  credit, nor with the interest they have assigned to me, as I do appreciate the lower rate they gave me. My complaint is with the Conn's store sales person, himself. I was told by this sales representative that I would receive zero % if I opened an account to make my purchase. I was never told that I did not qualify for the zero % before he had the contract printed out. It is true, I'm sure, that the current percentage rate was disclosed in the contract, however though everyone should read through anything they sign, I admit I did not. I, however, signed the contract thinking I was getting the zero % I was quoted before I went so far as to open an account in the first place. Had I realized or known the change that was made, and I am saying was not discussed before my account was opened, my husband was have merely added it to his account. So as you can understand, my complaint was not with the creditor, but with the store itself.









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Thank you for the opportunity to respond to Mrs. [redacted]’s additional comments. We responded to Mrs. [redacted]’s concern through the Revdex.com on 1/12/16, 1/25/16,2/4/16 and 2/16/16 notifying her on each occasion that her washer was approved for an exchange on 1/5/16. Mrs. [redacted] was also made aware that she was approved for a credit up to the original amount paid of $599.99 and had the option to use the credit towards the same model or reselect a different model. In Mrs. [redacted]’s last response she stated she wanted to keep the same model originally purchased therefore we scheduled her delivery for 2/27/16 to receive a new washer. However; during the pre-call Mrs. [redacted] informed Conn’s delivery team that she was not available for delivery therefore her delivery was been re-scheduled for 3/6/16.   Also, our records show that our Customer Relations Officer has attempted to contact Mrs. [redacted] on several occasions but was unsuccessful and left her direct contact information to address her concerns. We apologize for any inconvenience Mrs. [redacted] experienced during this process. If we may be of further assistance, Mr. [redacted] may contact Customer Service at1-877-358-1252. Kind regards, Dyeisha W[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 already had the
phone calls to stop when I called and spoke to Conn's customer service.
 Since I made that phone call to the customer service before filing this
complaint!  This still does not answer my question that I asked to be
answered from a upper management level.  Is it
Conn's business practice to call future customers and harass them?
 Because as I stated, from their customer service (Manager) stated that it
was okay for them to call as many time and as often “Providing a Service”.
 I will ask it again, I would like to hear from an upper management that
this is a business practice.   
 
I don’t know what to say
about the un-professionalism from the customer service "Manager"
which has not been addressed in their response.  So how can this complaint
be resolved? 
 
To me, this feels as bad
as their (2) generic letters that I received from them.  I had the phone calls stopped, and no mention about
the un-professionalism of their customer service “Manager”. ]
Regards,[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 her 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 was told Conn’s was going to take $50 off her first month’s payment; and she would like the $50 deducted from the payment; she would like the late fee removed from her account. Our investigation reveals that: Ms. [redacted] was told she would receive a $50 credit on her account; the $50 credit was applied to the account; however, it will not reduce the minimum monthly payment due; Conn’s is unable to remove the late fee assessed on the account due to the payment not being made timely.   According to our records, Ms. [redacted] signed a 36-month retail installment contract on May 29, 2017.  She agreed to have the minimum monthly payment of $393.81 due on the 12th of each month.    Ms. [redacted] was offered a $50 credit due to a delivery issue.  That credit was applied to the account on August 4, 2017.  Please note, an invoice credit does not change the minimum amount due each month.  Ms. [redacted]’s first payment in the amount of $393.81 was due on July 12, 2017.  She made a payment in the amount of $343.81 on June 20, 2017.  A late $10 fee was assessed on the account on July 22, 2017 due to the full payment amount not being made.    We have included a copy of Ms. [redacted]’s payment history as verification the $50 credit has been posted to the account.   Conn’s values Ms. [redacted] as a customer and appreciates her for bringing her concerns to our attention.

Thank you for the opportunity to respond to Mrs. [redacted] complaint.  Our records show on 2/16/15, Mrs. [redacted] purchased a [redacted] 65” Curved UHD 4K Smart TV model ([redacted]) with a 49-month Repair Service Agreement w/Accidental Damage on invoice [redacted].  After...

researching Mrs. [redacted] complaint we found an exchange was approved on 7/08/16 for Mrs. [redacted] to replace her [redacted] 65” TV.  Mrs. [redacted] exchange was submitted and approved under the Terms and Conditions of the Repair Service Agreement; she was issued a credit up to the original amount paid which was $2,199.99 to reselect.  Our records show Mrs. [redacted] initiated her exchange on 7/10/16; Mrs. [redacted] elected a [redacted] 65” Curved SUHD 4K Smart TV model ([redacted]), a 25-month Repair Service Agreement w/Accidental Damage and a Monster HDMI cable totaling $3,285.86 on invoice [redacted].  Mrs. [redacted] was not charged an additional $2,373.80 because it was previously financed on her original invoice [redacted]; however Mrs. [redacted] did pay $912.06 for the difference in price of the TV, RSA Plan, and Monster cable purchased.  Mrs. [redacted] financed the difference of $912.06 with [redacted].  We show Mrs. [redacted] elected to have her TV delivered; which was completed on 7/11/16. At this time we are unable to honor Mrs. [redacted] request to credit her account.  Mrs. [redacted] was approved for an exchange and the exchange was initiated on 7/10/16.  Mrs. [redacted] Conn’s account was not paid in full; therefore any remaining balance Mrs. [redacted] is still responsible.      If we may be of further assistance, Mrs. [redacted] may contact our Customer Service Department at 1-877-358-1252. Kind regards, Jana [redacted]

Based on the additional information provided we were able to
confirm a purchase was made under [redacted] and a credit was applied to
the original card on 8/3/15.  If the credit
has not posted to Ms. [redacted] credit card we ask that she contact her bank
directly for more information.  We have
included a copy of the credit slip dated 8/3/15.
Kind regards,
Kathryn [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.  Sent: Monday, January 09, 2017 2:19 PMSubject: Complaint # [redacted]Thank you for response to my email.I read CONNS response to my complaint.  I've explained to them repeatedly that their refrigerator is DEFECTIVE and I wanted to exchange it but they refused.  Their warranty clearly states that I have 30 days to return or exchange my purchase.  I signed a contract for a new and working refrigerator  not a defective one.  What is so hard for them to understand?  They continuously and rudely ignore my request for a new refrigerator.   They simply want to fix it and force me to keep it and pay for it.  If I wanted a defective fridge I would've purchased one.  Regards,

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.  
 This matter as been resolved 3weeks ago, Thanks

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to Mr. [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, 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 has contacted us for repairs on his refrigerator, but the unit has not been repaired promptly; 2)       He was told that an immediate exchange would be offered if the product is defective.   Our investigation reveals that: 1)    The compressor that was ordered to repair Mr. [redacted]’ refrigerator was on back order. 2)    The Repair Service Agreement purchased by Mr. [redacted] is a service warranty and not a replacement guarantee.   Our records show on 1/2/15, Mr. [redacted] purchased an ** side-by-side refrigerator and elected to purchase a 48-month Repair Service Agreement Plan.   We researched Mr. [redacted]’ service history and found that he has contacted us twice for repairs on his refrigerator. We received Mr. [redacted] last service call on 6/22/17 stating his refrigerator was not cooling, freezing or making ice. A service appointment was scheduled for 6/24/17. During the inspection, the technician found a new drier ASM and compressor was needed. We show the drier ASM arrived on 7/1/17 however; the compressor was on backorder with the manufacturer. We submitted an exchange request to the manufacturer due to the part delay. Based on the manufacturer, we were advised that they reached a agreement with Mr. [redacted] regarding his concerns.   Our records show on 7/28/17 Mr. [redacted] returned and purchased a Samsung side-by-side refrigerator which was delivered and received in good order on 7/29/17. We sincerely apologize for any inconvenience Mr. [redacted] experienced as a result of the service delay.   Conn’s value Mr. [redacted] as a customer and appreciates him for bringing this matter to our attention.