Alan J. Slobodnik, M.S.W.

Thank you for the
opportunity to respond to Mr. [redacted]’ complaint. Our records show on 8/29/15,
Mr. [redacted] purchased a ** washer and dryer and elected to purchase a 24-month
Repair Service Agreement Plan. Mr. [redacted]’ merchandise was delivered and
received in good order on 8/31/15.
We...

researched Mr. [redacted]’
complaint and found he contacted Conn’s warehouse on 9/2/15 and stated his
dryer is making a loud noise. Conn’s delivery team went back to Mr. [redacted]’
residence on 9/7/15 to assess the unit and found there was a functional failure
therefore; the dryer was approved for an exchange. Our delivery team
re-delivered and installed Mr. [redacted] a new dryer on 9/15/15; no issue was
reported with the new dryer upon delivery. Our records show on 9/21/15, Mr.
[redacted] contacted our service department stating the dryer light would not turn
on and the cycle is not filling on the washer. A service appointment was
scheduled for 9/24/15; during inspection the technician found the washer was
functioning properly and notated Mrs. [redacted]’ concerns was that the timer
pointer is off by 1/8”. The technician also found the dryer with a bad light
bulb and offered to replace the bulb however; Mrs. [redacted] refused service and
requested an exchange therefore; both service orders were cancelled. Mrs.
[redacted] was notified that the washer and dryer did not meet the qualifications
for an exchange at the time. We show on 9/29/15; a new work order was created
for both the washer and dryer regarding the same issue. A service appointment
was scheduled for 9/30/15; the technician reported the washer is operating
correctly and advised Mrs. [redacted] that her complaint regarding the timer is
normal.
After receiving Mrs.
[redacted]’ complaint, they were contacted by our service manager and another
service call was set-up to reassess. 
Conn’s offered to replace the console on the washer so the dial would be
closer and replaced the light bulb on the dryer.  We show as of 10/20/15, the console and the light
bulb have been replaced.
We have included
supporting documents with our response.
If we may be of further assistance, Mr.
[redacted] may contact Customer Service at 1-877-358-1252.
 
Kind regards,
 
Dyeisha W[redacted]








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Thank you for the opportunity to respond to [redacted]
complaint regarding a purchase made under the name [redacted].  Our
records show on 
Roman";color:darkblue">11/22/14, [redacted] purchased a United Furniture
([redacted]) furniture set which consisted of two pieces (right front sofa and
left front sofa) with a 48-month Furnituregard Plan on both pieces.  [redacted] signed invoice indicates at the time of purchase he acknowledged he
was provided a copy of the Furnituregard Plan brochure and that he understood
the coverage associated with the product(s).  [redacted] elected to have
his furniture delivered; we show [redacted] signed his delivery ticket
acknowledging his furniture was delivered and received on 11/23/14 in good order.  [redacted]'s signature on his
delivery ticket acknowledges he thoroughly inspected his merchandise
for damages for an exchange or price concession would not be authorized for
damage discovered after the delivery. 
 
After researching [redacted] complaint we found [redacted]
contacted our service department on 12/16/14 (23-days) after
delivery was complete; stating the left sofa corner was ripped.  A service
call was scheduled for 1/03/15; during the inspection the serviceman found the
sofa had a tear on the top left facing corner and found some staples under the
front sticking out.  The serviceman removed the staples; however he was
not able to repair the tear.  After reviewing the pictures which are
included in our response we found the reported damage is noticeable and would have
been found at the time of delivery.  The damages
shown appear to be the result of a possible collision with another object. [redacted] was contacted on 1/15/15 and was informed the reported damages
discovered (the tearing of the material) was not covered under the Terms and
Conditions of the Furnituregard Plan.  Please see SECTION (15) WHAT IS NOT
COVERED: Letter (*) and Letter (*).
 
As of 5/29/15, we do not show where [redacted] has
contacted our service department regarding any further repairs on their
furniture.  At this time we are unable to honor [redacted] request to
exchange her furniture.
 
If we may be of further
assistance, [redacted] may contact our Customer Service Department at [redacted].
 
 
Kind regards,
 
 
Jana A[redacted]

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to the concerns Mr. [redacted] has regarding account(s) [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: A 30-day credit mar was assessed on his account; He believes the information is inaccurate; and He would like the credit mark removed. Our investigation reveals that: A 30-day credit mark was assessed on the account due to payments not being made timely; If Mr. [redacted] believes the information reported to the credit reporting agencies is inaccurate, we ask that he please fax a copy of his credit report so we may research his concerns further; and Conn’s is obligated to report factual information to the credit bureaus and we are unable to remove the credit mark due to payments not being made timely.  According to our records, Mr. [redacted] signed a 32-month retail installment contract on November 27, 2015. He agreed to have his minimum monthly payment of $185.50 due on the 27th of each month.  A 30-day credit mark was assessed on the account for September 2017 because the payment that was due on August 27, 2017 was not paid until September 27, 2017 (31 calendar days after the due date).  Conn’s is obligated to report factual information to the credit bureau and we are unable to remove the delinquent credit mark assessed on the account due to payments not being made timely.  We have included a copy of Mr. [redacted]’s signed documents and payment history for his records. If Mr. [redacted] believes the information reporting is incorrect, we ask that he please fax a copy of his credit report from one of the three major credit bureaus to 877-404-2434 so we may research his concerns further. Conn’s appreciates Mr. [redacted] for bringing his concerns to our attention.

Thank you for the opportunity to respond to Mr. [redacted]’s concerns regarding a Conn’s account.    We are unable to locate a Conn’s account with the information provided.  We ask that Mr. [redacted] please provide an account number or a telephone number that is associated with the...

account in question so we may research his concerns further.    Conn’s appreciates Mr. [redacted] for bringing his concerns to our attention.     Thank you, Cheryle [redacted]

Thank you for
the opportunity to respond to Mr. [redacted]’s concerns regarding his
accounts.  Mr. [redacted] stated his account
should be closed due to a refund credit. 
 
According to
our records, Mr. [redacted] signed a 24-month retail installment contract on April
21,...

2015.  This contract included the
balance from his previous account [redacted]; however, due to a calculation error,
the balance from account [redacted] was not added on to account [redacted]. 
 
As of July 15,
2015 account [redacted] has been corrected and the balance moved to account
[redacted]. 
 
We have
included a copy of the payment history for account [redacted] for Mr. [redacted]’s
records to show the account has been closed. 
 
We value Mr.
[redacted] as a customer and sincerely apologize for any inconvenience he has
experienced due to this matter. Thank you,Cheryle S[redacted]

Thank you for the opportunity to respond to Mr. [redacted]’s complaint. We researched Mr. [redacted]’s complaint and found on 8/20/11, he purchased a Black [redacted] Side-by-Side refrigerator and elected to purchase a 24-month Repair Service agreement Plan. While still covered under Conn’s RSA, our...

records show on 8/14/12 Mr. [redacted] was approved for an exchange and re-selected a [redacted] Stainless Steel Side-by-side refrigerator which was delivered in good order on 8/17/12. The RSA Plan coverage did transfer to his new unit and continued until the expiration date of 8/23/13. We have no records showing that we received any service request for the new unit from the date Mrs. [redacted] received the unit (8/17/12) or before the expiration date of Conn’s RSA Plan (8/23/13). After further reviewing Mr. [redacted]’s complaint we were able to verify that he purchased extended warranty through Assurant Service Protection. Conn’s has rendered service on behalf of Assurant for Mr. [redacted]’s refrigerator on four separate occasions dated(2/09/15, 6/07/16, 11/25/16 and 3/24/17). During Mr. [redacted]’s last service appointment the technician found parts were needed to repair the unit. Once the parts were received the technician returned to install on 4/12/17 however; upon installation the technician found additional parts were needed. Our records show that parts are scheduled to arrive on 4/19/17; once we received the parts Mr. [redacted] will be contacted to schedule installation. Conn’s cannot authorize an exchange on Mr. [redacted]’s refrigerator as we are administrators over the service contract. Mr. [redacted] will need to contact Assurant Service Protection directly at 1-877-881-8578 for information regarding his warranty coverage. If we may be of further assistance, Mr. [redacted] may contact our Customer Service Department at 1-877-358-125  Kind regards, Dyeisha [redacted]

Thank you for the opportunity to respond to Mr. [redacted] complaint. Our records show Mr. [redacted] was approved for an exchange and re-selected a Whirlpool French Door refrigerator which was delivered on September 7, 2016. After further researching Mr. [redacted] complaint we found that his issue...

has been addressed. Our records show we delivered Mr. [redacted] a new refrigerator on November 5, 2016 in good order.   We appreciate Mr. [redacted] for bringing this matter to our attention and we sincerely apologize for any inconvenience experienced as a result of the delay.   If we may be of further assistance, Mr. [redacted] may contact us at 1-877-765-1513.     Kind regards,   Dyeisha [redacted]

Thank you for the opportunity to respond to Mr. [redacted]’ concerns regarding accounts [redacted]4630 and [redacted]4631.  Mr. [redacted] stated the store ordered the wrong bed.  HE went to a different store location to get the new bed but it was put on a separate account.  He would like his interest...

rate reduced and his accounts combined.    According to our records, Mr. [redacted] signed a 32-month retail installment contract on December 23, 2015. That contract created account [redacted]4630 and included our 12-month no-interest financing promotion (“cash-option”).  On January 2, 2016, Mr. [redacted] signed a 30-month retail installment contract. That contract created account [redacted]4631 and also included our 12-month “cash-option.”  Due to the contracts being different terms and both contracts having the “cash-option,” they are unable to be combined.    On January 8, 2016, Mr. [redacted] received an invoice credit on account [redacted]4630 in the amount of $1190.74.  This credit included the $919.99 for the mattress and any applicable taxes.  Although we are unable to combine Mr. [redacted] accounts at this time, we are in the process of completing an interest recalculation on account [redacted]4630 due to the returned product.    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 addtionial comments.  As previously
stated Conn's mailed Mrs. [redacted] a Conn's gift card on 8/27/15 via USPS
Tracking number [redacted]. 
The post office attempted to deliver the envelope on 8/31/15 and a notice to
pick up.  After the envelope was unclaimed it was returned to sender on
9/25/15.  Any Visa gift card promotion Mrs. [redacted]may have seenwould have been offer through the
manufacturer and not Conn's since we do not offer Visa gift cards.  We
attempted to contact Mrs. [redacted] to discuss her concerns however we were unable
to reach her at the time.  In efforts to resolve Mrs. [redacted]'s complaint
Conn's is willing to send Mrs. [redacted] a $100 check oppose to a Conn's gift
card.  We ask that Mrs. [redacted] please allow 5-7 business days to receive
the check.  
 
If we may be of further assistance, Mrs. [redacted] may contact
us directly at1-866-765-1513.
 
Kind
regards,
 
Kathryn
James









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Thank you for the opportunity to respond to Mrs. [redacted] complaint.  We researched Mrs. [redacted] complaint and we were able to confirm the week of8/21/16the price of the [redacted] 65” LED TV model ([redacted]) was listed at 1,299.99 which was $100.00 less than the paid at the time of her...

purchase.  As of9/10/16, Mrs. [redacted] concession has been submitted and a credit of $108.15 has been processed to her Conn’s account.  We sincerely apologize to Mrs. [redacted] for any inconvenience she experienced during this process.    If we may be of further assistance, Mrs. [redacted] may contact our Customer Service Department at1-877-358-1252.     Kind regards,     Jana [redacted]

Revdex.com:
This letter is to inform you that Conns Appliance, Inc. has carried out to my satisfaction the resolution it proposed for my complaint, filed on 11/19/2016 and assigned ID [redacted]. Sent: Wednesday, November 23, 2016 2:44 PM Subject: Re: Complaint #[redacted] Good afternoon,...

I just returned from Conn's and they exchanged the mattress, box spring and frame.  [redacted]. reached out to Conn's to exchange. I had to purchase the queen size in the extra firm. I paid the difference. I think this mattress is the right one. It's too bad I had to go to the extent I did to get satisfaction. Thank you for being there to help consumers. [redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint regarding a purchase under Laty [redacted]. Our records show on 11/5/16; Mr. [redacted] purchased two of the Trendswood Visions Coco Twin Youth bedroom furniture which consists of three pieces (two twin frame,...

two twin end, and two twin slate kit) and elected to purchase a 36-month FurnitureGard Plan on all pieces. The signature found on the delivery ticket acknowledges the items were received in good order on 11/7/16.We contacted the sales representative and store manager regarding Mrs. [redacted]’s complaint. We were informed that Mrs. [redacted] initially elected different bedroom furniture. However; the sales representative stated Mrs. [redacted] decided to purchase the current model due to the original bedroom set was not is stock for immediate delivery and was on back order for the manufacturer. The sales representative stated that Mrs. [redacted] did not want to wait until the unit became available and agreed to purchase the current model. Our records show Mr. [redacted] signed his invoice and contract acknowledging that he decided to buy the items listed and understood the coverage associated with product(s).At this time we are unable to honor Mrs. [redacted]’s request for an exchange; Conn’s has a No Return/Exchange Policy on all furniture. Mrs. [redacted] signed both his invoice and contract acknowledging that he agreed to the purchase.If we may be of further assistance, Mrs. [redacted] may contact us at 1-866-765-1513.Kind regards,[redacted]

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to Ms. [redacted]’s concern. 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, Ms. [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.    Ms. [redacted] has stated in the complaint: She contacted us for repairs to her recliner but has been getting the runaround; and She is requesting an exchange.   Our investigation reveals that: We have remained in contact with Ms. [redacted] regarding the repairs for her recliner; andMs. [redacted]’s recliner has been approved for an exchange.  Our records show on 1/6/18, Ms. [redacted] elected to purchase the [redacted] Reclining sofa and two [redacted] recliners. Ms. [redacted]’s items were delivered and signed acknowledging the items were inspected and received in good order on 1/7/18.   We researched Ms. [redacted]’s complaint and found that she contacted our service department on 1/13/18 stating that one of her recliner will not close. A service appointment was scheduled for 1/23/18. During the inspection the serviceman found the recliner mechanism was bent and rubbing against the inside causing the unit not to close. The serviceman reported that he bent the mechanism back as a temporary fix but notated that a new mechanism was needed to complete the repairs.   Our records show we agreed to issue an exchange on the recliner and Ms. [redacted]’s new recliner was delivered in good condition on 1/28/18.   We sincerely apologize for any inconvenience Ms. [redacted] experienced during this process.   Conn’s value Ms. [redacted] as our customer and appreciates her for bringing this matter to our attention.   Sincerely, Conn’s Inc.

Thank you for the opportunity to respond to Mrs. [redacted] complaint. Our records show on February 12, 2016, Mrs. [redacted] purchased a ** washer and dryer which came with a 1-year limited manufacturer’s warranty; no additional coverage was purchased. Mrs. [redacted] items were delivered and received...

in good order on February 15, 2016.   We researched Mrs. [redacted] complaint and found she contacted our service department on 9/30/16 stating her dryer would not power on. A service appointment was scheduled for October 4, 2016; during the inspection the technician found parts were needed to complete repair. Once the parts arrived Mrs. [redacted] was scheduled for October 13, 2016however; upon installation the technician found additional parts were needed. We received the parts on 10/19/16 and Mrs. [redacted] requested service on October 26, 2016. The technician replaced the heater ASM, thermostat and thermostat ASM and reported the unit is not getting enough watts from the electric receptacle to function properly. Mrs. [redacted] later contacted us stating her outlet was working properly.  Conn’s agreed to schedule with a different technician to re-assess her dryer on November 4, 2016 however; Mrs. [redacted] requested to cancel the service order and stated she will call back at a better time.   We are unable to honor Mrs. [redacted] request to return/exchange her dryer at this time.  Mrs. [redacted] dryer repairs are covered by a 1-year limited manufacturer warranty and we have not received authorization from the manufacturer to exchange her dryer.  We will be glad to assist with any repair needs Mrs. [redacted] may have or she may contact the manufacturer for a second opinion. Kind regards, Dyeisha [redacted]

Thank you for the opportunity to respond to Ms. [redacted]'s additional comments. Since our previous response our records show on 6/5/17, our technicians returned to Ms. [redacted]'s residence only to remove the pedestal from the washer as requested. Our records show Ms. [redacted] contacted our service department on 6/8/17 stating the washer will not complete cycles or turn off. A service appointment was scheduled for 6/15/17. During the inspection the technician found when the washer was on the pedestal it cause the shocks to malfunction and needed to be replaced. We received that parts are on 6/20/17 and Ms. [redacted] was scheduled to install on 6/23/17. The technician reported that he installed four new shocks and tested the washer and the unit tested okay. Our records show Ms. [redacted] contacted us the following day 6/24/17 stating the washer is still not working. We sent out a service technician as well as the service manager to re-assess Ms. [redacted]'s washer on 6/27/17. The manager reported that they tested all functions on the unit however; no functional failure was found with the washer. The manager reported that they checked the tube and found a drivers license in the tube. The technician also notated that he heard what appeared to be loose change fall between the basket and the tube when spinning the tube. Ms. [redacted] was advised to wash a load of clothing and and contact us if she is still experiencing issues with the unit.     We show Ms. [redacted] contacted us and stated that the unit is still not working properly. Therefore; we have agreed to issue and exchange under the Terms and Conditions of Repair Service Agreement. As of 7/1/17, Ms. [redacted] has reselected and a new washer has been successful delivered.   We sincerely apologize for any inconvenience Ms. [redacted] experienced as a result of the delay. Conn’s values Ms. [redacted] as a customer and appreciates her for bringing her 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 [redacted], and find that this resolution would be satisfactory to me.  
Conns sent out a new dryer and the problem was correct. The issue can be closed now thank you.

We attempted to contact Mrs. [redacted] on 6/30/15; however, we were unable to reach her at the time.We spoke with Mrs. [redacted] and she understood the damage she reported was not covered by the warranty.  She asked for assistance locating the material needed to repair her furniture or provide her with a contact the would be able to assist her.  We have contacted the vendor and the repair company we use in attempts to locate the material and found it is no longer available.

Thank you for
the opportunity to respond to Mr. [redacted]’s concerns regarding account
[redacted]6230.  Mr. [redacted] stated he made a
payment over the phone; however, he continued to receive collection calls
regarding his account. 
 
According to
our records, Mr. [redacted]...

scheduled a payment in the amount of $200.00 to post
to his account on January 22, 2016. That
payment was applied to a different account in error.  We have moved the $200.00 payment from the
incorrect account and applied it to Mr. [redacted]’s account.  We have attached a copy of Mr. [redacted]’s
payment history as confirmation. 
Additionally, we are in the process of reversing the late fee that was
assessed on the account. 
 
Conn’s values
Mr. [redacted] as a customer and sincerely apologizes for any inconvenience he may
have experienced due to this matter.  Thank you,Cheryle [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.   Yes it was repaired! No help to their company. Not once have they acknowledged their customer service who did NOTHING to help me. This company is a joke. It is very sad to see a supposed "great" company who the Revdex.com actually credit treat their customers like this. Company's like this is should be taught how to treat their customers. I was never once contacted by anyone at this company, as they promised me numerous times!! The only reason my dryer is fixed is because I called and told the company who I set up to fix my dryer that they should be contacting them, or actually should have already. So I threw a fit and called the customer service department back again!! Then I posted on their social media pages and let them know they had been reported. That is when they actually sent the proof of purchase as I requested!! So for this "company" to act like they did anything for me is an absolute joke. They did not. They do not deserve to have an accreditation by the Revdex.com.
[Provide details of why you are not satisfied with this resolution.]
Regards,

Thank you for the opportunity to respond to Mrs. [redacted] additional comments. We spoke to the store manager who agreed to purchase a new chair on Mrs. [redacted] behalf due to the inconvenience. Our records show this merchandise is scheduled to arrive from the manufacturer on 10/24/16. Once we receive the merchandise, Mrs. [redacted] will be contacted for pick up. Again, we sincerely apologize for any inconvenience Mrs. [redacted] experienced as a result of the delay. If we may be of further assistance, Mrs. [redacted] may contact us at 1-877-358-1252. Kind regards, Dyeisha [redacted]