Alan J. Slobodnik, M.S.W.

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

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

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]

[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.

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]

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,

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 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]’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]

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 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 [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 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 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 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. 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]

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 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]

"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

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.