Alan J. Slobodnik, M.S.W.

Thank you for the opportunity to respond to Mrs. [redacted]’s additional comments.  After reviewing Mrs. [redacted]’s account we were able to confirm that she was contacted on 2/28/18 at 12:31pm regarding the pickup of her defective refrigerator.  Mrs. [redacted] was made aware that she was in the schedule for 3/01/18 and her time frame was frame 3:30pm-6:30pm.  As previously mentioned in Mrs. [redacted]’s prior responses; once her refrigerator is returned we will be able to process her refund.  Please be mindful that Conn’s refund process takes up to 45-days to be submitted, approved, and mailed.      Conn’s value Mrs. [redacted] as our customer and appreciates her for bringing this matter to our attention.   Sincerely, Customer Relations Conn’s Inc.

Thank you for the opportunity to respond to Mrs. [redacted]’s additional comments. As mentioned in Mrs. [redacted]’s original response; Mrs. [redacted] originally selected a mattress that came with a 120-DayTrial Comfort Guarantee which is offered by the manufacturer. However, Mr. [redacted] informed the sales representative that he was not comfortable with the price of that mattress and selected a different mattress ([redacted] Plush Queen) which is not included in the 120-day trial. Our records show the mattress was delivered and received in good order on5/7/16; no issues were reported at the time of delivery. On6/28/16, we were contacted by Mr. [redacted];stating the mattress had springs popping and black residue on both sides. A service appointment was scheduled for7/2/16; during this inspection the serviceman found the mattress was soiled and had a ¼” body impression.Conn’s agreed to issuean in-store credit for up to $719.99to re-select.Mrs. [redacted] has been made aware that she may visit her nearest Conn’s to initiate the exchange.In regards to Mrs. [redacted]’s concerns for her furniture; we show on6/23/16she purchased the [redacted] living room furniture which consists of three pieces sofa, loveseat and wedge. Mrs. [redacted]’s delivery was scheduled for6/24/16; on the day of delivery Mr. [redacted] was contacted and made aware that delivery was running behind the scheduled time but would still be completed. However; Mr. [redacted] requested to have the delivery re-scheduled for6/26/16. Upon delivery all items were signed acknowledging they were received in good order.We show Mrs. [redacted]s contacted our delivery team on6/28/16stating there is a hump in the sofa.Conn’s delivery team returned to Mrs. [redacted]’s home on7/1/16to inspect the sofa.Although no damages were found we agreed to issue an even exchange on the sofa as a gesture of goodwill however; Mr. [redacted] declined the offer and requested to return all furniture piece.Mrs. [redacted] has been reminded that Conn’s has a NO Return & Exchange Policy on all furniture however; we are willing to exchange the sofa only.Again, we are unable to honor Mrs. [redacted]’s request to return all furniture; Conn’s has a NO Return & Exchange Policy on furniture. Mrs. [redacted] may visit her nearest Conn’s to initiate the exchanges.Conn’s has made several attempts to address the various concerns that Mr. & Mrs. [redacted] has brought to our attention. If we may 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 Mrs. [redacted]’ complaint.  Our records show on8/06/16, Mrs. [redacted] purchased a ** high-efficiency washer and gas dryer that came with a limited 1-year manufacturer’s warranty on both units and accessories invoice[redacted].  We also show Mrs. [redacted]...

made another purchase on8/14/16on invoice[redacted]this invoice consisted of a [redacted] 65” [redacted] 4K Smart TV that came with a limited 1-year manufacturer’s warranty and a ** French door refrigerator that came with a limited 1-year manufacturer’s warranty.  Our records indicate Mrs. [redacted] changed her mind and cancelled the refrigerator from invoice; once the cancellation was initiated a credit/refund in the amount of $2,597.99 was processed.   We show Mrs. [redacted] took advantage of Conn’s Price Guarantee on her [redacted] 65” TV; we show a credit/refund in the amount of $324.75 was processed to Mrs. [redacted]’ [redacted] credit card.  After researching Mrs. [redacted]’ complaint we found there was a ** washer and dryer pair that was on sale however, it was not that same models purchased.  In efforts to resolve Mrs. [redacted]’ dispute we shopped our competitors and did not find the price lower than what Mrs. [redacted]’ paid for each of the items therefore, we are unable to offer a discount.    If we be of further assistance, Mrs. [redacted] may contact our Customer Service Department at1-877-358-1252.      Kind regards,     Jana [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]

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 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]

Thank you for the opportunity to respond to Mrs. Low’s additional comments.  As stated Mrs. Low furniture was delivered and received in good order on 1/30/15; no damages were reported at the time of delivery.  Mrs. Low contacted our service department on 1/25/16 regarding her sofa and on 1/28/16 regarding her mattress; stating the sofa was sagging and the mattress was sinking.  A service call was scheduled for 2/04/16; during the inspection the serviceman found the sofa LSF (left side front) arm broken, wood dislodged and broken, he also notated the arm was sitting on the ground and no longer attached to the frame of the sofa.  The serviceman also inspected Mrs. Low’s mattress on 2/06/16 and found the mattress had a body impression of 1 and 1 ¼ inches and stains on the mattress in different areas at the time of the inspection.  The serviceman inspected the box springs and found a quarter inch of contour on the LSF with no measurable contour on the RSF (right side front) and both were still in plastic at the time of the inspection.  On 2/10/16, Mrs. Low was contacted and advised that the reported damages found by the serviceman showed signs of accidental/incidental which were not covered under the Terms and Conditions of the manufacturer’s warranty; no additional Furnituregard coverage was purchased to review other options.  Mrs. Low was informed we were unable to repair or exchange her sofa based on the serviceman’s findings.  Mrs. Low was also made aware that the manufacturer’s warranty did not cover stains or cleaning to the mattress and that the body impression found during her inspection is considered normal with use.  As listed in Sealy Terms and Conditions: a body impression that measures 1 ½ inches or less is consider normal with use.After further review we found Mrs. Low contacted our customer service department via email on 2/23/16 after her service inspection was completed on 2/6/16.  Mrs. Low did not mention in her email that the serviceman damaged her sofa during the inspection and also never mentioned further damaged done to the unit when contacted by a customer relations representative.  Mrs. Low has been advised on several occasions that the reported damages are not covered under the Terms and Conditions of the manufacturer’s warranty.Again, at this time we are unable to honor Mrs. Low’s request; the reported damages to her sofa would not have been covered under the T&C’s of the manufacturer’s warranty during her coverage period. As of 1/30/16; the manufacturer’s warranty has expired and Mrs. Low did not elect to purchase additional coverage with Conn’s to continue repairs.If we may be of further assistance, Mrs. Low may contact Customer Service Department at 1-877-358-1252. Kind regards, Jana Andrews

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 reason for the rejection is that the salesmans was rushing and at that time I assumed that I had coverage on both items which he showed me a price of 179.99 on the computer screen; and that on the contract my information is not correct. He had to go back in several time to update my address and birthdate which I had given over the phone during my application process which was not correct. its evident that he did not do it properly because someone else information is reflecting on my contract.
Regards,
 [redacted]

Thank you for the opportunity to respond to Mr.
G[redacted] complaint. Our records reflect that Mr. G[redacted] purchased 55 inch
smart television with manufacturer’s warranty only on 1/10/15. Mr. G[redacted]
denied Repair Service Agreement with accidental coverage at the time of
purchase.
We show...

that he contacted [redacted] (Insurance
Company) and was advised that he would need to submit an estimate. Although,
Mr. G[redacted] had an option to select the inspection provide; he contact Conn’s
for assistance. A service was setup and upon inspection the technician
determined the screen was cracked due to physical damage. The trip charge for
inspections on products not covered by the warranty is $89.95. However, Conn’s
waived this fee as a goodwill gesture to the customer. We can confirm that the
estimate was not immediately forwarded to [redacted] (Insurance Company) in a timely
manner.
This information has been forwarded to Assurant
(Insurance Company) at this time and the claim has been approved and ready for
processing. 
Mr. G[redacted] may contact the Conn’s Insurance
Department at 1-866-892-8719 for any additional questions or concerns regarding
this matter.
 
Kind regards,
 
Lakena 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 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.

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]

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint. Our records show on 7/30/16, Mrs. [redacted] invoice was cancelled and no account has been created under a Conn’s Installment contract. We have attached documents showing each item purchased was cancelled and a total refund of...

$3014.61 was submitted. We sincerely apologize for any inconvenience Mrs. [redacted] experienced during this process. If we may be of further assistance, Mrs. [redacted] may contact us at 1-866-765-1513. Kind regards, Dyeisha [redacted]Customer Relations

Thank you for the opportunity to respond to Mr. [redacted]’s concerns regarding ccount [redacted].  Mr. [redacted] stated he believes his account should be closed.    According to our records, Mr. [redacted] signed a 32-month retail installment contract on Februrary 5, 2016.  He agreed to...

have his minimum monthly payment due on the 20th of each month.  Mr. [redacted]’s television was defective and we did not have a replacement model.  Mr. [redacted] returned the television and the repair service agreement and a credit in the amount of $4113.48 was applied to his account on May 27, 2016. On July 20, 2016 a finance charge recalculation was processed.   Mr. [redacted] is responsible for the remaining  balance owed on the account, as all credits were applied to the account.  We have attached a copy of Mr. [redacted]’s payment history for his records.   Conn’s is obligated to report factual information to the credit bureaus and we are unable to remove the negative credit marks assessed on the account due to payments not being made timely.    Conn’s values Mr. [redacted] as a customer and appreciates him for bringing his concerns to our attention.

[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

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.  Conn's has said we can get anything in the store for the same price as the sofa and love seat, however when we picked an item we wanted they said we had to pay $500 upfront in order to have it delivered if we wanted the warranty. Common sense I'd we want the warranty becauseof what happened with the couches. They will not finance the $500 warranty. Given all the crap we have had to deal with, we feel that's the least they can do!
[Provide details of why you are not satisfied with this resolution.]
Regards,

Thank you for the opportunity to respond to Mr. [redacted]’s additional comments regarding his experience.  Conn’s HomePlus has more than 120-year history of quality customer service and satisfaction, and we would not want anything to impair that record.  We have contacted Mr. [redacted] to discuss his concerns and our management team has addressed each concern with those involved to ensure we deliver the quality customer service we strive for within our organization. Due to the lack of communication which caused a delay repairing Mr. [redacted]’s recliner, we have offered to extend Mr. [redacted]’s Furnituregard cover 1 month.  Mr. [redacted] has accepted our offer and the coverage will not expire until August 22, 2019.  We appreciate Mr. [redacted]’s business with us.  If I may be of further assistance Mr. [redacted] may contact me directly at 1-800-280-1514 ext 3277.     Kind regards, Kathryn [redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint. We contacted the sales representative and store manager where Mrs. [redacted] made her purchase and was advised that she came into Conn’s on 5/5/16 to purchase a mattress, box spring and rails for her daughter. Mrs. [redacted]...

originally selected a mattress which comes with a 120-DayTrial Comfort Guarantee that is offered by the manufacturer. However; Mr. [redacted] informed the sales representative that he was not comfortable with the price of that mattress and selected a different mattress ([redacted] Plush Queen) which is not included in the 120-day trial. Our record show the mattress was delivered and received in good order on 5/7/16; no issues were reported at the time of delivery. We show Mrs. [redacted] contacted our service department on 6/28/16 stating her mattress has springs popping and black residue on both sides. A service appointment was scheduled for 7/2/16; during this inspection the serviceman found the mattress was soiled and had a ¼” body impression. Conn’s agreed to issue an in-store credit for up to $719.99 to re-select a new mattress under the Terms and Conditions of the FurnitureGard Plan purchased. Mrs. [redacted] has been made aware that she may visit her nearest Conn’s to initiate the exchange. In regards to Mrs. [redacted]’s concerns for her furniture; we show on 6/23/16 she purchased the [redacted] living room furniture which consists of three pieces sofa, loveseat and wedge. Mrs. [redacted]’s delivery was scheduled for 6/24/16; on the day of delivery Mr. [redacted] was contacted and made aware that delivery was running behind the scheduled time but would still be completed. However; Mr. [redacted] requested to have the delivery re-scheduled for 6/26/16. Upon delivery all items were signed acknowledging they were received in good order. We show Mrs. [redacted]s contacted our delivery team on 6/28/16 stating there is a hump in the sofa. Conn’s delivery team returned to Mrs. [redacted]’s home on 7/1/16 to inspect the sofa. Although no damages were found we agreed to issue an even exchange on the sofa as a gesture of goodwill however; Mr. [redacted] declined the offer and requested to return all furniture piece. Mrs. [redacted] has been reminded that Conn’s has a NO return/exchange policy on all furniture however; we are willing to exchange the sofa only. Also, we verified the television Mrs. [redacted]’s purchased on 6/18/16 did not meet the qualification to receive the 10% off promotion as sale/clearance items are excluded. The television retailed for $2999.99 however; Mrs. [redacted]’s was able to purchase the unit for the sale price of $1799.99. We show Mrs. [redacted] contacted service on 7/1/15 stating there are vertical lines down the center on the television. Although Mrs. [redacted] signed her pick up slip acknowledging she received the television in good order and had the unit in her possession for 2 weeks, Conn’s agreed to issue an exchange. Mr. [redacted] stated they no longer wanted the television therefore; the unit was cancelled and refunded. Although we are unable to honor Mrs. [redacted]’s request to return all furniture; she may visit her nearest Conn’s to initiate the exchange on her mattress and sofa. Conn’s has made several attempts to address the various concerns Mr. and Mrs. [redacted] has brought to our attention.  Kind regards,Dyeisha [redacted]Customer Relations

Thank you for the opportunity to respond to Ms. [redacted]’s complaint.  As mentioned in our previous responses we no longer carry the [redacted] 3D Blu-Ray player she is requesting, the product has become obsolete. However we may happen to have a floor model at a different location, that she can purchase at the discounted price ($67.88).   If we may be of further assistance, Ms. [redacted] may contact our Customer Service Department at1-877-358-1252.  Kind regards, Kristal [redacted]

Thank you for the opportunity to respond to Mr. [redacted] complaint.  We researched Mr. [redacted] complaint and found his issue has been addressed.  We reviewed Mr. [redacted] service history on his bedroom furniture we found an exchange was submitted and approved...

on 3/14/16.  In regards to Mr. [redacted] furniture ([redacted] armless sofa and LSF sectional) we found there was a delay repairing the units; therefore an exchange request was submitted and approved on 4/29/16 for Mr. [redacted] to replace his furniture.  Mr. [redacted] exchanges were approved under the Terms and Conditions of the manufacturer’s warranty which covers the replacement/exchange of the product and not a refund.  Mr. [redacted] may visit his nearest Conn’s location to initiate his exchange and schedule delivery.  We sincerely apologize to Mr. [redacted] for any inconvenience he experienced during this process.      If we may be of further assistance, Mr. [redacted] may contact Customer Service Department at 1-877-358-1252. Kind regards,  Jana [redacted]