Alan J. Slobodnik, M.S.W.

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. [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]

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. 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

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.]
Regards,
 Again I will say, no one informed me that the money would be credited to my account, when I choose to receive the refund. I  was led to believe that I  would receive a $429 refund in the mail. I called Conn's several times inquiring about the refund. At no time did anyone inform me that the refund would be credited to my account. I became aware of this after it was done. Even then a female representative said she was working to get the rest of my money refunded to me. I chose not to add $100 to my account for a newer [redacted]. That was my choice. Conn's then tried to bully me into getting a Tv or appliance that I  really didn't need. When I choose not to accept any of those things, they referred me over to the coporate office. I told the guy the situation and he said to me that it was no problem because I qualified for a full refund. He said nothing about that refund being credited to my account. Nor did the other three persons whom I talked to throughout this ordeal.Conn's does not do honest business.

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 was told that the chest would be available for delivery within two weeks but still has not received the item; 2)       He has been getting the runaround on when the item will be available; and 3)       He is requesting immediate delivery.     Our investigation reveals that: 1)    Mr. [redacted] was informed the chest was not available for immediate delivery but schedule to arrive from the manufacturer 2)    The sales associate and store manager has remained in contact with Mr. [redacted] regarding product availability; and 3)    The chest is currently scheduled to arrive on 8/3/17; once received we will schedule for immediate delivery.     Our records show on 4/29/17, Mr. [redacted] purchased two [redacted] full bedroom sets which consist of five pieces (headboard, footboard, rails, trundle, nightstand, and chest). Mr. [redacted] was informed that the chest was not available for immediate delivery but was scheduled to arrive from the manufacturer within two weeks. We show all Mr. [redacted] items were delivered and received in good order on 4/30/17 expect for one of the [redacted] chests.   After further researching Mr. [redacted]’ complaint we found the [redacted] chest has been postponed from the manufacturer on four separate occasions. We contacted our merchandising department and were informed that the item is currently scheduled to arrive on 8/3/17.  We have agreed to offer a 20% concession on the chest due to the delay. Once we receive the item, Mr. [redacted] will be contacted to schedule delivery. We sincerely apologize for any inconvenience Mr. [redacted] experienced during this process.   Conn’s values Mr. [redacted] as a customer and appreciates him for bringing this matter to our attention.

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint. Our records show on 7/02/15, Mrs. [redacted] purchased a [redacted] washer and dryer and elected to purchase a 48-month Repair Service Agreement Plan. We researched Mrs. [redacted]’s service history and found that she has...

contacted us on eight separate occasions for service on her washer;8/18/16- Technician adjusted door to complete repair; no parts were required·         8/25/16- No problem found with unit·         9/03/16- No problem found with unit·         9/29/16- Service order was cancelled due to no response·         12/12/16- No problem found with unit·         12/27/16- No problem found with unit·         12/31/16- Technician replace senor; unit tested ok·         3/01/17- No problem found with unit We show Mrs. [redacted] currently has an appointment schedule for 3/29/17 to have a technician re-assess her washer. Once the technician inspects the unit we can determine what further actions are required. At this time Mrs. [redacted]’s washer does not meet the qualification for an exchange; we have only replaced parts once on the unit. However; we will continue with any covered repairs as listed under the Terms and Conditions. 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 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 again for the opportunity to respond to Mr. [redacted]'s concerns regarding his Conn's accounts.  Mr. [redacted] has not received negative credit marks on any other account other than account [redacted].  He received one negative credit mark on account [redacted] and as stated in our previous response, we have removed that credit mark as a [redacted] gesture.  Mr. [redacted] will need to allow time for the credit bureaus to update the information they have on file.  We ask that he allow 30-60 days for the credit bureaus to update their information.  Again, we value Mr. [redacted] as a customer and apologize for any inconvenience he has experienced due to this matter.   Thank you, Cheryle [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]

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]’ complaint. Our records show on 9/5/16, Mrs. [redacted] purchased a [redacted] washer and dryer which were originally scheduled for delivery on 9/9/16. However; Mrs. [redacted] was contacted and made aware that both units were unavailable for...

immediate delivery. Our records show Mrs. [redacted]’ merchandise was delivered and signed acknowledging they were received in good order on 9/17/16.   Mrs. [redacted]’ complaint has been forwarded to upper management to address her concerns with all parties involved. We sincerely apologize for any inconvenience Mrs. [redacted] experienced as a result of the delay and we will mail a $50.00 gift card to the address listed on file.   If we may be of further assistance, Mrs. [redacted] may contact us at 1-866-765-1513.   Kind regards,   Dyeisha W[redacted] Customer Relations

Thank you for
the opportunity to respond to [redacted] concerns regarding telephone calls
he has received.  [redacted] stated he
submitted an application online and he received several calls from the sales
associates in the store. 
 
We have placed
a cease and...

desist on the telephone numbers [redacted] provided on his credit
application and noted the application as do not call.  We value [redacted] as a potential customer and sincerely apologize for any inconvenience
he has experienced due to this matter.  Thank you,Cheryle S[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 11828834, and find that this resolution would be satisfactory to me.  Not only does it look like they will  finally take care of the customer they also showed me where I could find the mattress online for the amount that they offered me.I want to make it clear to the business that I will be waiting for the check in the mail in the coming weeks, if for any reason I do not receive it. I will not hesitate to file a second complaint with the Revdex.com.Thank each and everyone of you that worked on this nightmare for my family and I....THE Revdex.com ROCKS!!!!! Regards, [redacted] Pineda

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

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 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.

Thank you for the opportunity to respond to Mrs. [redacted] complaint. After further researching Mrs. [redacted] complaint we found there was a sales error regarding the dryer she received. We confirmed with the store manager that Mrs. [redacted] dropped both the washer and dryer at the store location...

in good order. Due to the error, Conn’s has agreed to return both units and process the credit to her account. Our records show as of 8/18/16, a credit of $1223.17 (both units and warranty) has been applied to Mrs. [redacted] account We appreciate Mrs. [redacted] for bringing this matter to our attention and we sincerely apologize for any inconvenience she 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 Ms. [redacted]'s additional comments. Since our previous response, we show the technician returned to Ms. [redacted]'s residence on 6/28/17 and replaced the main board and motor to complete repairs. Ms. [redacted] contacted our service department again on 7/6/17 stating the dryer is not spinning and smoking. We attempted to contact Ms. [redacted] to schedule an appointment on 7/7/17, 7/8/17 and 7/10/17 but were unsuccessful. Due to no response, Ms. [redacted]'s service order was cancelled. We show Ms. [redacted] called back in on 7/12/17 and was scheduled for 7/19/17. During the inspection the technician found parts were needed for repairs. Our records show the parts are scheduled to arrive on7/25/17. Once we receive the parts, Ms. [redacted] will be contacted to schedule installation. Again, at this time Ms. [redacted]'s dryer does not meet the qualification for exchange and no credit is due.

Thank you for the opportunity to respond to Ms. [redacted] complaint.  Our records indicate that on 1/22/15 Ms. [redacted] purchased a [redacted] Initiative Firm King and two King Twin Xl Box springs, each with a 48- month FurnitureGard Repair Service agreement.  She also received a copy of the...

Return and Exchange Policy at the time of purchase.  Our Return and Exchange Policy states: No returns or exchanges on furniture.  If your product fails while under manufacturer’s warranty or Conn’s FurnitureGard Service Plan, Conn's Factory Authorized Service will repair your product according to these warranties.  Ms. [redacted] also signed her invoice acknowledging that she received a copy of the Return and Exchange policy. On 1/23/15 Ms. [redacted]’s furniture was delivered as promised. 1.       After reviewing Ms. [redacted] complaint, we show that on Ms. [redacted] contacted us on 3/1/17 stating that her mattress was sinking in the middle. A service call was scheduled for 3/8/17. Our service report and photo's indicates multiple stains throughout the mattress and only a 1/2 inch body indention. Unfortunately, body impressions less than 1.5 inches are not covered. As outlined the [redacted] warranty terms and conditions, warranty coverage may be denied if the sleep set exhibits stains or soiling of unknown origin. Allowing water or other liquids to penetrate the mattress may damage the layers of upholstery, which voids the warranty. At this time we will not be able to honor Ms. [redacted]’s request due to the damages not being covered.  If we may be of further assistance, Ms. [redacted] may contact our Customer Service Department at1-877-358-1252.  Kind regards, Kristal [redacted]