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.  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,

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

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.

[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 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]

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.

"margin:0in;margin-bottom:.0001pt;text-align:
justify">Thank
you for the opportunity to respond to [redacted] complaint regarding her
refrigerator. Our records show on
4/24/15, [redacted] purchased a [redacted] refrigerator and month repair
service agreement. [redacted]
contacted us on 6/22/15, stating her refrigerator was not cooling. A service call was sfor 6/23/and
upon inspection the technician found they PCB board, compressor, and
assembly PCB Main needed to be replaced.
The parts were ordered then received on 6/30/15. After researching [redacted]
complaint, we found her concerns were addressed and resolved on 6/30/15.
If
we may be of further assistance, [redacted] may contact our Customer
Service department at [redacted]
Kind
regards,
Jana
A[redacted]
7/31/
Complaint
Our complaint actually involved several categories: customer service issues, delivery and installation issues, and misrepresentation from sales repMy husband and I went in to purchase all new kitchen appliancesWe had looked at several other stores as wellWe decided on [redacted] and after
talking with salesman decided to go with Conn'sHe told us that we would deal only with Conn's people and no second and third partiesWe found out differently when the guys delivered on Friday.(7/10/15) There were two guys that deliveredThey came into the house and said they would remove our current appliances first and then bring in the newThey removed the fridge and stove firstWhen they started to remove the microwave, they did not know how to take it downI questioned them at that time and they said they had only been delivering appliances since Tuesday of that week.(7/7/15) They were delivering for [redacted] prior to this and had not been trained on appliances(I have a signed statement from them) They called their guy that they work for to explain the problem they were running in toMy husband at the same time called Conn's in Spartanburg to say the problem that we were havingConn's said that they could not get their guy that installs out until late on Saturday or the first of the next weekWe just had the delivery guys bring out old appliance back in and just take the new appliances back to the warehouseThey did thisWe were not willing to go without any kitchen appliances not knowing when/if they would correct the problemIn the meantime we ended up with a chipped backsplash and a scratched up front door and porch floorMy husband and I went immediately to the store and asked to speak to a managerHe said that he could not cancel the contract until the warehouse made a transaction showing the appliances had been returnedI asked the manager to sign a statement that we were there at 11:to talk with him about the situationHe would not sign and sai
Desired Resolution
The manager refused to sign a statement that we were there on Friday at 11:I called today at 2:and asked to speak to [redacted] and was told he was with customer and he would call me right backAt 3:I called him again and this time was told he was at lunch[redacted] came to the phone
and apologized and said that he was not aware of any policy that would not allow them to sign a form such as what I had asked forI just want some customer service and to break clear from these people
Consumer Business Dialog

[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.

Thank you for the opportunity to respond to Mr. [redacted]’s additional comments.  We received the requested documents from Mr. [redacted] and the photos have been reviewed.  We spoke with Mr. [redacted] on 2/25/16; during the conversation Mr. [redacted] was informed based on the photos we discovered a door shelf was missing; as a gesture of goodwill two refrigerator door shelves of different sizes were shipped to Mr. [redacted].   Mr. [redacted] also mentioned a deli door was missing; we confirmed with the manufacturer the make/model of Mr. [redacted]’s refrigerator does not come with a deli drawer/shelf.  We have include a copy of the chat transcript from [redacted] as confirmation. Mr. [redacted] can track his shipment at www.[redacted].com with tracking number [redacted]; his package is expected to arrive on Wednesday (3/02/16). If we may be of further assistance, Mr. [redacted] may contact Customer Service Department at 1-877-358-1252. Kind regards,  Jana A[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
[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,
 Revised: August 29, 2016  June 9, 2016 To Whom It May Concern: My name is [redacted] and my husband and I visited your Conn’s Store in Southaven, MS that opened on Friday, May 27, 2016. We visited the store on Saturday, May 28.2016. We purchased a mattress and sofa sleeper. I WAS SO PLEASED WITH THE CUSTOMER SERVICE EXPERIENCE I HAD WITH [redacted] that I went back on Monday, May 30, 2016 and purchased the recliner. All this was thru your amazing credit program. I went and told my family members how pleased I was and that you had some amazing sales associates working for you. So here comes the part that is now a bitter/sweet situation. I was told that my delivery would be here on Tuesday, June 7, 2016 (which it was). I was told that I needed to make sure to inspect everything (which my husband did). Only to find out that the recliner and the mattress was perfect. The sofa however had scratches at the bottom and then there was a hole on the arm and the inside filling was coming out. My husband advised the driver to return the sofa. The driver did and a supervisor came out and spoke with my husband about the concern of the sofa. Well the supervisor didn’t know about the hole on the arm at the time and made a statement to my husband (“that the scratches were at the bottom and you can’t see them)! This to me was an insult to even say! THIS WAS NOT SOME USED AS IS FURNITURE AND WHY SHOULD I ACCEPT OR PAY FOR SOMETHING DAMAGED? So I received a call and text that said I would have another one delivered to me on June 8, 2016 between the hours of 4:15p and 7:15p. I so called the store and spoke with [redacted] (my sales associate) she said she would look into my concern and let me know what is going on (she made sure to apologize for my concern). When she called me back she advise me of the same information that I had received a call and text about. So again I’m on Cloud 9 and telling my family and friends how you guys turned what could have been a BAD situation into an amazing experience (only to later be let down and eat my words). So on June 8, 2016, I rushed home from work and cancelled my plans I had to go to [redacted] So time passes and it’s 5:49pm and no call has come in or text so I called the [redacted] number and spoke with [redacted] informed me that she called the store the night before and let the store manager know that they DID NOT have another leather sofa sleeper in stock and that the system did not show when another sleeper would be in. She said I should call the store and speak with the manager to see what kind of solution they had for me. I advised her that she should do the leg work not me (I’m being inconvenienced). So I sat and waited for someone call and 30 minutes went by and I said let me call. I called the store and asked for the manager. [redacted] (I think was his name) got on the phone and I explained to him my concern. He said give me a moment and he looked in the system and saw that another sleeper would not be available till June 27, 2016. He said I can give you a credit for your sleeper and you can go somewhere else and get one (I said no, I brought the matching recliner, so that is not an option) He said well we have another sleeper you can get. I said that will not match neither my recliner, nor will it match what I already have in my home. I advised him that I had several events that I had planned to host at my house and that I had given away my sofa and had nothing for my guest to sit on. So he asked “WHAT WOULD YOU LIKE FOR ME TO DO”? I advised him to give a credit or something for the inconvenience. “He advised me that that wasn’t going to happen and he couldn’t do that”. So at this point because I really want the sofa sleeper my back is up against the wall and I am stuck without a couch and I can’t sit in my living room for 20 days. He said that the sofa sleeper would be in on the 27th of June and he will schedule for it to be delivered on the 28th of June. So this letter is just to express my FRUSTRATION for this inconvenience. I now have another issue with your company. I overpaid my account on July 15, 2016 and was told that it will take 7-10 business days for it to be processed and me to receive the refund. The person in the store advised my husband to also call the customer service office and let them know that this has been paid so when the check comes in they will already have a head start on the process. I called the customer service department and let them know and the lady I spoke to advised me the same thing. I called back on July 20th and spoke with a representative who advised me that it will take 4 to 6 weeks. I would like someone to look at my account. Because some are saying 7-10 business days and some are saying 4-6 weeks. When calling to find out about the status of my refund I have been hung up on, I have been provided miss information. I have been denied the ability to speak with a manager, I have been denied information on who is the district manager. My last visit to the store was a nightmare. The store manager ([redacted]) talked to me like I was nobody. He threated to call the police on me. He advised me that I would have to wait till they send my check and there is nothing that he will do about it. He refused to give me his manager. He said he is the head and I would need to call and speak with customer service if I wanted any other information. He just frustrated me even more rather than find a resolution to the situation. $942.63 is no small change. I have paid several other bills and they were overpaid and they were paid after I paid this account off and I have received my refund with no problems. I would like to be heard and I would like to speak with someone in "Corporate to advise of the employee's you have working for you. To me if it was my company I would care and want to know these things. These things are important because it can cause you your business. Now if the situation was reversed and I owed you money, I would have reported to the credit bureau and you would have been blowing my phone up.   Best Regards, [redacted]            [redacted]
 [redacted]e: [redacted]o: [redacted]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.  
[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,

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:
This letter is to inform you that Conns Appliance, Inc. has carried out to my satisfaction the resolution for my complaint, filed on 9/18/2016 and assigned ID [redacted].  
Regards,
[redacted]

Thank you for the opportunity to respond Mr. [redacted]’s
complaint. Our records show on 10/18/15, Mrs. [redacted] purchased a LG Top
Load washer and dryer and elected to purchase a 48-month RSA Plan. We show Mrs.
[redacted] items were delivered on 10/21/15 however; there was a defect with
the...

washer which was exchange and re-delivered on 10/28/15.
 
We researched Mrs. [redacted]’s service history and found she has
two completed service calls on her dryer.
·        
11/16/15- Technician assessed dryer and reported the unit is
working to the manufacturer’s specification. The technician removed and
reattached the water dispenser port to ensure water was flowing through the
unit correctly and educated customer on use.
·        
12/7/15- Technician tested dryer and reported unit is working to
manufacturer’s specification and also contacted the manufacturer who confirmed
the dryer’s steam function is working properly. The technician advised the
customer of the operations system in the owner’s manual and how the unit
creates steam through the heat and temperature; not a spray steam.
 
At this time Mr. [redacted]’s dryer does not meet the qualification
for an exchange; the dryer is working up to the manufacturer’s specifications
and no functional failures were found with the unit. Although Mr. [redacted]
has exceeded the time frame to return/exchange his dryer; Conn’s is willing to
extend the option to return or exchange the unit with the required 15%
restocking fee as a gesture of goodwill.
 
If we may be of
further assistance, Mr. [redacted] may contact Customer Service at
1-877-358-1252.
 
Kind regards,
Dyeisha [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]

Thank you again for the opportunity to respond to Mr. [redacted]'s concerns regarding his account.  We have attached a copy of his payment history for his records showing the insurance credit for $627.59. If Mr. [redacted] has any additional questions he may contact our customer service helpdesk at 877-358-1252,.Thank you,Cheryle [redacted]

Thank you for the opportunity to respond to [redacted] concerns regarding account [redacted]  [redacted] stated she overpaid her account and she would like her refund.    According to our records, [redacted] submitted a payment in the amount of $3532.00 on July 15, 2016. ...

This caused her account to be overpaid by $942.63.  When an account is overpaid, Conn’s has to verify that the check has been negotiated by the customer’s financial institution before an overpayment refund can be processed.  This process can take up to 30 business days.    [redacted] over payment refund in the amount of $942.63 was sent via [redacted] to the address on file on August 29, 2016.  If [redacted] does not receive her refund check by September 1, 2016, we ask that she contact us so we may track the check.    Conn’s values [redacted] as a customer and appreciates her for bringing her concerns to our attention.   Thank you, Cheryle S[redacted]

Thank you for the opportunity to respond to Mr. [redacted]’ complaint. Our records show on 12/6/16, Mr. [redacted] purchased a [redacted] built-in dishwasher which comes with a 1-year limited manufacturer’s warranty and elected to purchase Conn’s dishwasher replacement installation service. Mr....

[redacted]’ dishwasher was installed and signed as received in good order on 12/8/16; no issues were reported at the time of delivery. We contacted the delivery manager regarding Mr. [redacted]’ complaint and were advised that on 12/14/16, Mr. [redacted]’ contacted delivery stating the unit was not leveled. Our delivery team returned to Mr. [redacted]’ residence and found that the dishwasher is not wide enough for the space it was installed inside. Mr. [redacted] requested a second opinion, therefore; we sent a different team to assess the unit. The second delivery team confirmed that the space was too wide for the unit and suggested that Mr. [redacted] purchase a trim kit to help fill the space. Our records show on 12/22/16, Mr. [redacted] contacted our service department stating the dishwasher is leaking water, and the unit is unbalanced. A service appointment was scheduled for 12/26/16; during the inspection, the technician re-installed and mounted the unit to complete the repairs; no parts were required. We researched the dishwasher Mr. [redacted] purchased and confirmed that the unit is the standard size for a dishwasher (24” W x 25” D x 33-1/2 -35” H) depending on the cabinets and counters. Therefore; we are unable to honor Mr. [redacted]’ request, he has been advised that he may purchase a dishwasher trim kit to help fill the space. If we may be of further assistance, Mr. [redacted] may contact us at 1-877-325-1252. Kind regards, Dyeisha [redacted]

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]