Alan J. Slobodnik, M.S.W.

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,
$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]

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 Mr. [redacted]’s concerns regarding account[redacted].
Mr. [redacted] stated he provided a copy of his homeowners insurance, but he has
not received credit on his accounts.
 
According to
our records, Mr. [redacted] signed a second 32-month retail...

installment contract on
June 27, 2015.  This contract created
account [redacted]. 
 
On July 20,
2015, we received proof of Mr. [redacted]’s homeowner’s or renter’s insurance.  An insurance credit was applied to account
[redacted] in the amount of $627.59.  This
credit includes $475.45 for the property insurance and $152.14 for any
applicable taxes or finance charges.  We have
attached a copy of Mr. [redacted]’s payment history showing the insurance credit,
for his records.
 
We value Mr.
[redacted] as a customer and appreciate him for bringing his concerns to our
attention.  Thank you,Cheryle [redacted]

Thank you for the opportunity to respond to Mr. [redacted]’s concerns regarding account [redacted]6830.  Mr. [redacted] believes payments were applied to his account incorrectly.   According to our records, Mr. [redacted] signed a 32-month retail installment contract on December 21, 2015.  That...

contract included our 12-month, no-interest financing promotion (“cash-option”).  Per the terms of the “cash-option,” the “cash-option is void if the minimum monthly payment is not paid within 10 days of each month’s due date, or the unpaid portion of the total cash-option price is not paid within 10 days of the “cash-option” expiration date.  If the “cash-option” is void, finance charges will be assessed from the date of purchase.  The original terms and conditions found in the retail installment contract will replace the “cash-option” addendum if the “cash-option” is void.  We have included a copy of Mr. [redacted]’s signed “cash-option” addendum for his records.    Mr. [redacted]’s total “cash-option” price was $6435.51.  This amount included $6108.78 for the merchandise and $326.73 for the insurance coverage.  Mr. [redacted] received credit for the insurances he opted to cancel.  Mr. [redacted] paid a total of $5076.49 during the “cash-option” period.  This left an outstanding balance of $1032.29 due on or before the expiration date of December 21, 2016.   Mr. [redacted] also stated he did not want the insurances on the account. Mr. [redacted] opted to cancel the optional insurances on the account and an insurance credit was applied to his account on December 29, 2015.    Due to this being a secured retail installment contract, the merchandise must be insured with property insurance, either purchased through Conn's or provided by the customer under their own homeowner's or renter's policy until the contract is paid in full. In the event the customer has an alternative insurance policy, they are able to send that policy into our insurance department to receive full credit if presented within 30 days of the purchase date or prorated if after this time as long as the declaration pages shows coverage from the date of purchase to the present date. Mr. [redacted] provided proof of insurance and an insurance credit was applied to his account on December 30, 2016.   Conn’s respectfully disagrees that the payments and credits were applied to Mr. [redacted]’s account incorrectly.  The “cash-option” was void due to the unpaid portion of the total “cash-option” not being paid within 10-days of the expiration date of December 21, 2016.  We have included copies of Mr. [redacted]’s signed documents as well as his payment history for his records.    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 Mr. [redacted]’ complaint.  We researched Mr. [redacted]’ complaint and found his issue has been addressed and resolved.  Our records show on 7/17/15, Mr. [redacted] returned his [redacted] 8,000 BTU portable ac unit with the required 15%...

restocking fee.  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 our Customer Service department at 1-877-358-1252. Kind regards,  Jana [redacted]

Thank you for the opportunity to respond to Ms. [redacted]'s concerns regarding account [redacted]. Ms. [redacted] stated she does not believe the correct financed amount is being reported to the credit bureaus.  According to our records, Ms. [redacted] signed a 36-month retail installment...

contract.  That contract created account [redacted] and included our 12-month no-interest financing promotion ("cash-option").  Ms. [redacted]'s total "cash-option" price is $2770.71 if paid within the promotional period.  Per the terms of the "cash-option," the "cash-option" is void if the minimum monthly payments are not paid within 10 days of the due date or the unpaid portion of the total "cash-option" is not paid within 10 days of the "cash-option" expiration date.  If the "cash-option" is void, the original terms and conditions found in the retail installment contract ill replace the  "cash-option."  Per the retail installment contract, the total amount financed (if the "cash-option" is void) is $3072.76. If only the minimum monthly payment of $136.02 is paid each month, the total of payments will equal to $4896.72 which is the amount reported to the credit bureaus as Ms. [redacted] is only required to meet the minimum monthly payment requirements.  Conn's respectfully disagrees that the incorrect amount is being reported to the credit bureaus as $4896.72 is what is reported per the terms of Ms. [redacted]'s signed contract.  We have included a copy of Ms. [redacted]'s signed documents for her records.  Conn's appreciates Ms. [redacted] for bringing her concerns to our attention.

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint. Our records show on9/7/16, Mrs. [redacted] purchased a 49” [redacted] TV and elected to purchase a 49-month Repair Service Agreement with Accidental Damage Coverage. Mrs. [redacted] was advised that her television did not meet...

the qualifications for free delivery however; Conn’s could deliver the unit for the standard delivery fee of $79.99    Mrs. [redacted] elected to take the unit from the store the same day and signed her pickup slip acknowledging she received her item in good order. As listed on the signed pickup slip“Please thoroughly inspect your merchandise prior to loading. A price concession or exchange will not be authorized for damages discovered once the merchandise leaves the store/warehouse”.   We researched Mrs. [redacted]’s complaint and found that she contacted our service department on9/13/16(7 days after purchase) stating the LED screen is cracked and the unit has no sound. A service appointment was scheduled for 9/15/16; during the inspection the serviceman reported the screen was cracked and unable to be repaired. Therefore on9/16/16, Mrs. [redacted] was approved to re-select another television for up to $399.99 which as the original amount paid under the Terms and Condition of the RSA with Accidental Damage. Mrs. [redacted] will need to return her television to her local Conn’s to initiate the exchange. Mrs. [redacted] may elect to have her new television delivered by visiting her nearest Conn’s to pay the $79.99 standard delivery fee.   Although we are unable to honor Mrs. [redacted]’s request to refund her down payment; she may visit Conn’s to initiate her approved exchange.    If we may be of further assistance, Mrs. [redacted] may contact us at1-866-765-1513.   Kind regards,   Dyeisha W[redacted] Customer Relations

Thank you again for the opportunity to response to Ms. [redacted]'s concerns. As stated in our previous responses, Ms. [redacted] will need to consult with our fraud department at (409) 832-1696 ext. [redacted] to address her concerns further as the account is currently under investigation.

Revdex.com:
Problem is resolved.  This letter is to inform you that Conn's Home Plus has carried out to my satisfaction the resolution it proposed for my complaint, filed on 11/27/2017 and assigned ID [redacted].
Regards,

Thank you for the opportunity to respond to Ms. [redacted]'s additional comments. Ms. [redacted] is currently scheduled to have her furniture inspected on 3/20/18 to determine what further action may be required. Ms. [redacted] has been made aware that we are unable to guarantee a time frame for her service date. If Ms. [redacted] is needing to reschedule her appointment she may contact our service department at 1-855-266-6349. Sincerely,Conn's Inc

Thank you for the opportunity to respond to Mrs. [redacted]’s additional comments. If Mrs. [redacted] is able to provide documents to support her claim, we would be happy to look further into this matter. However; in our original response we provided a copy of Mrs. [redacted]’s signed invoice which list the reason for returning the unit was because she was not happy with the sound and picture. Mrs. [redacted] agreed, signed her invoice and paid the 15% restocking of $82.50 to return the unit. Therefore; at this time we are unable to waive the required 15% restocking fee to return the unit.If we may be of further assistance, Mrs. [redacted] may contact us at 1-866-765-1513. Kind regards,Dyeisha [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]

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]

Thank you for the opportunity to respond to Mr. [redacted]’s additional comments. As mentioned in our previous response, Mr. [redacted]’s last service call with Conn’s was completed on 2/19/16; the technician reported he replaced the control panel box assembly to complete repairs. We show Mr. [redacted] contacted us after his warranty expired on 3/22/16 for repairs but was informed that the unit was no longer covered under the manufacturer’s warranty. Mr. [redacted] has been advised on several occasions that we are unable to issue an exchange on his dishwasher; the unit was successfully repaired while covered under the manufacturer’s warranty.  If we may be of further assistance, Mr. [redacted] may contact us at 1-866-765-1513.  Kind regards, Dyeisha [redacted]Customer Relations

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to the concerns you have regarding invoice number [redacted]. 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, Ms. [redacted]...

may contact Conn’s regarding questions about your purchase by calling our Customer Service Helpdesk at 1-877-358-1252, or on-line at www.conns.com.  Ms. [redacted] has stated in her complaint: 1)       that she purchased a television on 5/01/17 and confirmed delivery for 5/02/17; and 1.       she did not receive delivery and that she received an email notification from [redacted] regarding a refund for a cancellation.   Our investigation reveals that; 1.       Ms. [redacted] was contacted the same day her order was placed; and 2.       we have no records indicating that Ms. [redacted]’s delivery was confirmed for 5/02/17.   Our records show on 5/01/17, Ms. [redacted] purchased a [redacted] flat LED TV which totaled $1,926.83.  We show a Conn’s representative attempted to contact Ms. [redacted] on 5/01/17 at 4:07PM to verify and confirm the purchase that was made.  The representative was unsuccessful and left a message which included the callback number 1-866-765-1513 for Ms. [redacted] to return our call.  Our records indicate that Ms. [redacted]’s invoice was canceled at the end of the business day on 5/02/17 due to no contact.   After further review, we found that Ms. [redacted] contacted us the next following day 5/03/17, stating that she received an email from [redacted] advising her that her order was canceled and a refund had been issued.  Ms. [redacted] was made aware that we attempted to contact her to verify her purchase, but due to no contact the order was canceled.  Ms. [redacted] informed the representative that she was provided a delivery date.  However, we have no records on file showing her order had been approved or scheduled for delivery.  Ms. [redacted] was given the option to reorder the television, but our records indicate a new order was not created.   Conn’s appreciate Ms. [redacted] for bringing her concerns to our attention.

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]

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,

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to the concerns you have regarding account(s) [redacted] and [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 Mr. [redacted]’s retail installment contract or promissory note and security agreement, invoice, coupon book, and welcome letter. As a reminder, he may contact Conn’s regarding questions about his purchase by calling our Customer Service Helpdesk at 1-877-358-1252, or on-line at www.conns.com.     Mr. [redacted] stated in his complaint that: He purchased merchandise on two different contracts; he received notification that his account was past due; he made his payments the accounts were not past due; he did not request a cease communications on the accounts; he did not request his payment due date be changed; and he would like late fees refunded. Our investigation reveals that: Mr. [redacted] purchased merchandise on two separate accounts; he received notification that his account was past due; Mr. [redacted] was mailing in one form of payment for both accounts; we have included a copy of Mr. [redacted]’s request to cease communications on the telephone numbers associated with his accounts; Mr. [redacted]’s payment date was advanced to prevent collection efforts while we corrected his accounts; and the late fees have been reversed. According to our records, Mr. [redacted] signed a 36-month promissory note and security agreement on December 20, 2016. That agreement created account [redacted] and includes our 18-month no-interest financing promotion (“cash-option”). He agreed to have the minimum monthly payment of $102.08 due on the 21st of each month.    Mr. [redacted] signed a second 36-month promissory note and security agreement on December 20, 2016. That agreement created account [redacted] and also included our 18-month “cash-option.” He agreed to have the minimum monthly payment of $146.97 due on the 21st of each month.     Mr. [redacted] was mailing in one form of payment for both accounts.  Our system does not recognize one form of payment for multiple accounts.  Conn’s moved the appropriate funds from account [redacted] to account [redacted].  On April 8, 2017, we advanced Mr. [redacted]’s due date on account [redacted] to the 1st of each month in an effort to prevent collection efforts while we corrected the payments.    On June 6, 2016, Mr. [redacted] requested a cease communications on his accounts. That request transferred to his new accounts when they were opened.    Conn’s has reversed the late fees assessed on account [redacted] due to the payment posting issue.  In order to prevent this issue from occurring again, we would ask that Mr. [redacted] send in two separate forms of payments for the accounts.    Conn’s values Mr. [redacted] as a customer and appreciates him for bringing his concerns to our attention. Tell us why here...