Alan J. Slobodnik, M.S.W.

Thank you for the opportunity to respond to Mr. [redacted]’s concerns regarding account [redacted].  Mr. [redacted] stated he paid more than he was supposed to pay on the account and he would like a refund.   According to our records, Mr. [redacted] signed a 32-month retail installment...

contract on December 29, 2015.  That contract included our 12-month no-interest financing promotion (“cash-option”).  The total “cash-option” price was $6806.09.  This amount included $6406.03 for the product and $399.36 for property insurance.  Mr. [redacted] paid a total of $3806.09 and his account closed on December 21, 2016.    Conn’s respectfully disagrees that the account was overpaid as Mr. [redacted] paid the total “cash-option” price of $6806.09.  We have included a copy of his payment history for his records.   Conn’s values Mr. [redacted] as a customer and appreciates him for bringing his concerns to our attention.

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to Mr. [redacted]’s concerns. We have a more than 120-year history of quality customer service and satisfaction, and we would not want anything to impair that record. As a reminder, Mr. [redacted] may contact Conn’s regarding...

questions by calling our Customer Service Helpdesk at 1-877-358-1252, or on-line at www.conns.com.  Mr. [redacted] has stated in the complaint: 1)      that his refrigerator broke and the unit still has not been repaired.   Our investigation reveals that: 1)       Mr. [redacted]’s refrigerator has been approved for an exchange.   Our records show on 12/18/16, Mr. [redacted] purchased an ** side-by-side refrigerator and elected to purchase a 24-month Repair Service Agreement Plan.   We researched Mr. [redacted]’s service history and found that he has contacted us once for repairs on his refrigerator. Mr. [redacted] contacted our service department on 4/11/17 stating that the ice maker was not making ice. Our records show Mr. [redacted] was scheduled with a third party certified technician for 4/26/17. During the inspection, the technician found the ice maker needed to be replaced as well as a new door was needed.  Our records show that the ice-maker was replaced, however; the door was on back order with the manufacturer until 5/20/17.   We were able to confirm with the manufacture that door did not arrive and is still on backorder. Due to the delay, an exchange has been approved according to Terms and Conditions of the Repair Service Agreement that was purchased. Mr. [redacted] may visit his nearest Conn’s to re-select a new refrigerator up to $1099.99. 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 his concerns to our attention.

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. P[redacted]
additional comments.  Mrs. P[redacted] has been contacted by Conn’s regarding
her mattress.  Although we were unable to
validate the log number she provided Conn’s agreed to honor her request as a
goodwill gesture.
 
If we may be of further
assistance, Mrs. P[redacted] may contact our Customer Service Department at 1-877-358-1252.
 
Kind regards,
 
Kathryn J[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

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,

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 have sent, via email, the requested form and also included a copy for record purposes. Until I receive notification that this RSA agreement is cancelled and I receive an updated contract reflecting the new balance and payment book, then and only then will I warrant this as resolved.
Regards,
 [redacted]

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to Mr. [redacted]’s concerns. We have 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 about your purchase by calling our Customer Service Helpdesk at 1-877-358-1252, or online at www.conns.com.    Mr. [redacted] has stated in his complaint: 1.     He contacted us for repairs on his refrigerator, but the unit still has not been repaired; and 2.     He is requesting to receive a full refund for the warranty.   Our investigation reveals that: There has been a delay receiving the parts to repair Mr. [redacted]’s refrigerator; andMr. [redacted]’s refrigerator has been approved for an exchange under the terms and condition of the Repair Service Agreement Plan.   Our records show on 5/9/15, Mr. [redacted] purchased an ** Side-by-Side refrigerator and elected to purchase a 48-month Repair Service Agreement Plan.   We researched Mr. [redacted]’s service history and found that he contacted us on 3/3/18 stating the temperature is too warm inside his refrigerator. A service appointment was scheduled for 3/15/18. During the inspection, the technician found that parts are needed due to an issue with the seal system. Our records show there has been a delay receiving the parts to complete the repairs. Therefore; Mr. [redacted]’s refrigerator has been approved for an exchange under the terms and condition of the Repair Service Agreement Plan. Mr. [redacted] may contact his local Conn’s to initiate the approved exchange.   We sincerely apologize for any inconvenience Mr. [redacted] experienced as a result of the delay.     Conn’s values Mr. [redacted] as our customers and appreciates him for bringing his concerns to our attention.    Sincerely,   Customer Relations Conn’s Inc.

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.  According to regulation, if I am disputing a charge they are not allowed to charge me for the amount while it is being investigated. Their representatives were extremely disrespectful when I called and refused to assist me. I can provide phone records of my calls to this company, so it's ironic that they claim there is no record.In regards to factual information, they are also required to report disputes to the credit bureaus. This company did no such thing. As a result, they need to remove the negative marks against me. I have tried to work with them several times, and recently even made a large payment in an effort to resolve the conflict, but Conns is doing nothing to assist. If needed, I will take this further (credit bureaus, attorney general, and even seek legal action) if they do not remove the negative marks from my report and assist with the faulty product I was sold (which should've been within warranty when I originally called).
Regards,
Mary [redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s additional comments. Conn’s professional delivery team will deliver products to customer’s home, remove their old unit and haul away if requested. This service does include some basic unpacking and setup services, however; the delivery team stated Mrs. [redacted]’s informed them that the television was going to be installed by someone other than Conn’s and did not require setup. As mentioned in our previous response, Mrs. [redacted] signed her delivery ticket acknowledging the item was received in good order; no damages were reported. As listed on the signed delivery ticket “By signing below you agree that you have thoroughly inspected your merchandise for damage. An exchange or price concession will not be authorized for damage discovered after the delivery”.Mrs. [redacted] mentioned in her response that the men she hired to install the television removed the unit from the box, turned it on before hanging it and found the defect on the screen. However; the photos provided by Mrs. [redacted] shows the unit already mounted on the wall and we have no records showing that Mrs. [redacted] contacted us regarding any damages before the unit being installed. Again; we are unable to determine when or how the damages may have occurred once the delivery has been completed. Therefore; we are unable to honor Mrs. [redacted]’s request for an exchange.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 Mr. [redacted]’s additional comments. Our records show the last time a Conn’s service technician repaired Mr. [redacted]’s washer was on 10/20/16; the technician replaced the water valve. As mentioned in our previous response, Mr. [redacted] called the following day stating the unit is still leaking water. We attempted to schedule a new service appointment, however; Mr. [redacted] refused further repairs. As of 12/30/16; we have no further records showing that Mr. [redacted] has contacted Conn’s service department regarding any further repair needs.   Again; Mr. [redacted] washer does not meet the qualifications for an exchange at this time. However; Mr. [redacted] may contact our service department at 1-855-266-6349 or scheduled an appointment online at https://www.conns.com/servicerequestto have at technician re-assess his washer.     If we may be of further assistance, Mrs. [redacted] may contact us at 1-866-765-1513.   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.  
[Provide details of why you are not satisfied with this resolution.]
Regards,
  Called 5/25/17after about 45min of trying to get ahold of an manager i was told the manager was busy and would call me back still no response 5/26/17time now is 2:25pm

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,
$240 is only have of what was suppose to be taken off the unit.....I was told that 3 payments would be taken off which totals $429, if they only want to give me credit of 240 than they should also give me the interest I paid. Thanks[redacted]

Thank you for the opportunity to respond to Mr. [redacted] complaint. Our records show on 4/16/16, Mr. [redacted] purchased a [redacted] ottoman and a Powell Confetti Black rug which was financed through [redacted]. Our records show on 4/20/16, we removed the rug from Mr. [redacted]...

invoice and a credit of $215.99 was processed to his [redacted] (**) account due to he stated the incorrect color was delivered. On a separate invoice ([redacted]) financed through Conn’s, Mr. [redacted] purchased the [redacted] sofa, loveseat and chair, the [redacted] dining table and four chairs, a [redacted] table and two [redacted] lamps. Mr. [redacted] delivery was scheduled and received in good order on 4/16/16; no damages were reported at the time of delivery. We have no records showing Mr. [redacted] has attempted to contact our service department regarding any issues with any furniture item purchased. At this time we are unable to honor Mr. [redacted] request to return his furniture; Conn’s has a No Return or Exchange Policy on all furniture unless inspected by a technician and a manufacturer’s defect is found.  If we may be of further assistance, Mr. [redacted] may contact Customer Service at 1-877-358-1252.  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.  
[Conn's does not value me as a customer, the NSF has not been removed as I was promised so until that is done the issue will not be resolved.]
Regards,

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.  As stated in my dozen phone calls and letters, and my initial complaint, we specifically asked if this washer would water hammer at the [redacted]e pf purchase, and were told that NO it would not, that the manufacturer has taken care of that issue. That is the ONLY reason we purchased this machine! Otherwise we were looking at the older style washers. We feel that we were told this in order to get us to purchase a more expensive machine. Had we been told that honestly the washer DOES water hammer, we would NOT have purchased it! By offering to keep it and have the issue fixed, it would have saved Conn's a return, and therefore they would have made more money. You would think they would be more than happy to fix the problem. But we will NOT pay any fees incurred in a return, since it is the stores fault for LYING to us about this machines performance. If they do not fix the issue or accept the Washer/Dryer (since it is a matching set) back WITHOUT incurring ANY fees on our part, then this complaint will NOT be resolved.
Regards,
[redacted] & [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
[Provide details of why you are not satisfied with this resolution. This will serve as your legal notice to the Fair Debt Collection Practices Act, *5 U.S.C *692. to "Cease and Desist" all collection effort with my client [redacted]. My client contacted Conns in every effort to make good this debt good back in May 2017. Conns Refused payment. My client called the collection agency at the time [redacted] and found this company was out of business. Another follow up call was made to Conns to explain what my client had occurred. The rep explained to my client [redacted] he couldn't take payment. It is against the law in the state of Texas to refuse payment in any case. Conns has also violated contractual agreement terms to except my clients payments. By sending this letter it is with my intentions to stop any or all collection activity from this day forth. I also reserve the right to file legal proceedings for my client if this matter isn't taken care of per my clients request. [redacted] Cc: [redacted]             
Regards,

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint.  We researched Mrs. [redacted]’s complaint and found that her issue has been addressed.  Our records show Mrs. [redacted]’s ** washer model ([redacted]), ** pedestal washer model ([redacted]), and ** pedestal model...

([redacted]) was returned.  We show once the return was initiated a credit of $2,665.41 was submitted to Mrs. [redacted]’s Conn’s account; which left a remaining purchase total of $1,649.31.  Again, we sincerely apologize to Mrs. [redacted] for any inconvenience she has 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 [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint.  
[Provide details of why you are not satisfied with this resolution.]
Regards,
The decision is not right or fair. I will pick it up as soon as I can.

Thank you for the opportunity to respond to Mrs. [redacted]’s additional comments. We provided a copy of Mrs. [redacted]’s delivery ticket in our previous response. As shown, there was no mention regarding any damages caused by Conn’s delivery team at the time of delivery. However; the delivery team did report that there was no outlet pipeline on the garbage disposal to attach the drain hose during the delivery. Mrs. [redacted] informed the delivery team and the manager that this was pre-existing issue with the unit and she would correct the problem and self install. Again, at this time we are unable to honor Mrs. [redacted]’s request to replace her garbage disposal; there was no reported damages during the delivery. If we may be of further assistance, Mrs. [redacted] may contact us at 1-866-765-1513.  Kind regards, Dyeisha [redacted]