Alan J. Slobodnik, M.S.W.

Thank you for the opportunity to respond to [redacted]
complaint.  Our records show on 11/26/14, [redacted] purchased
a...

[redacted] vacuum with a (limited manufacturer warranty only) and a [redacted]
high-efficiency dryer with a (48-month Repair Service Agreement).  [redacted] elected to pick up her vacuum from our [redacted] location store [redacted] and
elected to have her dryer delivered.
 
We
have researched [redacted] complaint and found she brought her vacuum in for
service on 5/19/15; unfortunately Conn’s does not repair vacuum cleaners under
the manufactures warranty therefore the service order was cancelled on
6/4/15. 
 
In regards to [redacted] dryer our records show Conn’s service
department was contacted on 6/3/15; stating the timer was out and not
drying.  We show [redacted] contacted us
again on 6/6/15 and stated the dryer was now working therefore the service
order was cancelled.
 
[redacted] has been contacted regarding her concerns.  Conn’s as provided [redacted] a copy of her [redacted]
vacuum Owner’s Guide showing her warranty information and the number to contact
for assistance with repairs.  Although
[redacted] stated her dryer was now working, we scheduled a service call to
assess the unit to be sure it’s not an intermitted problem.
 
We sincerely apologize to [redacted] for the experience she had
with her vacuum.  If we may be of further
assistance, [redacted] may contact our Customer Service Department at [redacted].
 
Kind regards,
 
Kathryn J[redacted]

Thank you for
the opportunity to respond to Ms. [redacted]’s concerns regarding accounts
[redacted] and [redacted].  Ms. [redacted]
stated she made a purchase in October and wanted to add her existing account to
the new purchase, but it was not processed.
According to
our records,...

Ms. [redacted] signed a 32-month retail installment contract on
October 11, 2015.  That contract included
our 12-month no-interest financing promotion (“Cash-option”).  Ms. [redacted]’s existing account did not have
the 12-month “cash-option.”  In order to
combine the accounts, they would both have to meet the same financing terms. 
Since one of
Ms. [redacted]’s accounts is a “Cash-option” account and the other account is
not, we would not be able to combine the accounts. 
We value Ms.
[redacted] as a customer and appreciate her for bringing her concerns to our
attention.  We have attached copies of
Ms. [redacted]’s signed retail installment contracts for her records. Thank you,Cheryle S[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.  
Sent: Monday, December 28, 2015 4:48 PM Subject: Complaint #[redacted] Conn's Appliance 'Conn's'...what a fitting name. As the holidays and traveling have taken much of my time, I have not been able to reply to the response from Conn's Appliances. First thing to note is that Conn's said my husband signed a contract. The copy we have is not signed by him. So I am of the belief that IF he signed something, it was something that was different than what we have in our file. I also know that the salesperson did not explain line by line what was on the contract. Knowing that, I believe it was intentional in order to generate an interest bearing sale. Their argument does not show they gave us appropriate information. If they would have made it clear that the 24 months interest free offer was for merchandise that would have cost $999 or more, the logical action would be to purchase a much better television set that cost $999 or more rather than buying the $699 set that would end the end cost us a total of $1079. My husband entered the store, told them about the interest free offer they sent to him and that he wanted to purchase a television. Had they explained clearly the $999 small print information, we would have purchased the higher priced television. If we would have been clearly advised of this arrangement, we would have left that store and ordered the same product for the same price from Samsung or even Walmart! It is not like we did not have other options outside of financing with interest!! They did not make this offer, or make it clear, otherwise we would have purchased the higher priced television or go elsewhere to get the same product at the price we intended. As soon as possible, in order to curtail paying any interest, I called their collections center and made a payment for the amount financed. During my conversation with the person taking my call, I told her I felt we had been victims of a bait and switch. I said, "I bet you get a lot of bait and switch calls like this." Her response was a giggle and then, "Yes, ma'am, we do." I believe we have been scammed and I will tell others, beginning on social media. I will tell friends as well as anyone else who says they are shopping for household goods and appliances. Conn's Appliance cannot be trusted.   Sincerely,   Christine [redacted]

Thank you for the opportunity to respond to Mr. [redacted]’s complaint. Our records show on5/30/15, Mr. [redacted] l purchased a ** French Door refrigerator which comes with a 1-year limited manufacturer’s warranty which expired on 5/31/16; no additional coverage was purchased with Conn’s. Mr....

[redacted]’s refrigerator was delivered and received in good order on 6/1/15. We researched Mr. [redacted]’s complaint and found he has one completed service call  with Conn’s dated 1/13/16 due the refrigerator displayed an error code and was not dispensing water or ice. The technician replaced the duct assembly to complete repairs and reported the unit was working up to manufacturer specifications. Our records show Mr. [redacted] contacted our service department again on 5/31/16 for repairs however; he was informed that the manufacturer’s warranty expired on 5/31/16 and he would be responsible for any out-of-pocket expense. Mr. [redacted] expressed his dissatisfaction stating he should not have to pay for further service since his last repair was completed less than six months ago. Mr. [redacted] was made aware that Conn’s will warranty service for 30 days from the last completed service calls and the manufacture warranty parts for up to 90-days. Mr. [redacted] was also contacted by our Helpdesk department and offered the option to waive the required trip fee to assess the unit but would be required to pay any parts and labor fee. However; Mrs. [redacted] declined the offer stating he would not pay the additional fees for parts and labor. Although we are unable to honor Mr. [redacted]’s request to repair the unit free of charge; Conn’s is willing to waive the trip fee and send a technician out to assess his repair needs. However; Mr. [redacted] will still be responsible for any out-of-pocket fees for parts and labor. Mr. [redacted] may contact our service department at 1-866-266-6349 to schedule an appointment; this offer will expire within 7-10 business days.. If we may be of further assistance Mr. [redacted] may contact us at 1-866-765-1513.  Kind regards,Dyeisha [redacted]

Initial Business Response /* (1000, 6, 2016/08/30) */
Contact Name and Title: Steven W[redacted]
Contact Phone: [redacted]
Contact Email: [redacted]@CCAir.com
Our first plumber went to Mr. [redacted]'s home looked at the spot on the ceiling and thought that the issue may be a roof situation. We could not...

find any obvious sources of leaks and where the leak was eventually found was not accessible. We charged $20. The second technician went to his home after Mr. [redacted] had and told him that we could not locate any leaks unless we opened up the ceiling. Mr. [redacted] decided to pass at that point in time - $0. The third visit, our first technician arrived and either the ceiling was opened or we opened it and we repaired the leak - $0. We understand if we would have cut open the ceiling at the first visit, maybe the leak wouldn't have spread so far and not ruined as much of the ceiling. However, in an effort to do right by him, we did not open the ceiling and tried to spare him an unneeded expense. Understanding his situation, we charged him a grand total of $20. If Mr. [redacted] uses a company that charges $1840, that is his choice. We are not sure what was done for this amount, nor do we claim responsibility for his pipe developing a leak and running on his ceiling. His homeowners insurance may be his best bet for reimbursement. Thank you...
Initial Consumer Rebuttal /* (3000, 8, 2016/09/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We do not accept the Company's response to our complaint. We are seeking partial reimbursement from Central Carolina directly due to their negligence in diagnosing the water leak in a timely manner. On day 1 of the leak, July 9, 2016, the first licensed plumber used a tool to detect hot/cold water pipes behind sheetrock that is not otherwise accessible. After examination, this licensed plumber determined there was no plumbing above the garage ceiling (despite the fact that this area of the ceiling is exactly where the leaking pipe was later found). On day 4 of the leak, July 13, 2016, the second visit, a second licensed plumber told me that, if after 15 minutes of observation, the water meter dial by the street did not move at all, which it did not after marking with a pen, it must not be a water leak. The licensed plumber told me that the water meter dial would move slightly after 15 minutes, even as the result of a drip leak. Therefore, my decision to pass on opening up the ceiling during the second visit was based on the combination of these two licensed plumbers' professional opinions suggesting this was not a water leak. The reason I used a company that charges $1840 is solely due to that fact that I prefer a reputable company to properly repair the damage the pipe caused after 6 days of continuous leaking. This company removed the damaged sheetrock, removed all moisture to prevent potential mold issues, replaced the sheetrock and repainted the ceiling. This is not a cheap repair if done correctly. I have obtained a letter detailing the work that was completed for this amount. I will be happy to include this letter to the official response, if necessary.
Final Business Response /* (4000, 17, 2016/09/20) */
We understand Mr. [redacted]'s concern, however; we will not be paying for his ceiling leaking due to a pipe in his home that leaked. Our solution was to fix the issue, we are not responsible for the damage it caused and again, tried to do the right thing in saving his ceiling. Either way, his ceiling would have had to be repaired. Thank you - Steven W[redacted]
Final Consumer Response /* (4200, 19, 2016/09/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It took three separate visits over the course of 6 days before the issue was fixed. Three separate visits to fix the issue is not a solution. If Central Carolina would have fixed the issue on the first visit, the ceiling repair would have been significantly less costly.

Thank you for the opportunity to respond to Mrs. [redacted]’s additional. We are unable to provide Mrs. [redacted] with any information regarding the account as she is not the account holder. However; since our previous response we were able to confirm that the service appointment was requested to be re-scheduled for 4/20/17. Again, once the technician installs the parts received we can determine what further actions may be required. However; the furniture does not meet the qualification for an exchange at this time. For better assistance, Mrs. [redacted] may have the account holder contact our Customer Service at 1-877-358-1252  Kind regards, Dyeisha [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  The technician came back out on Tuesday and replaced the part and so the next day I went and bought groceries since we had to throw away everything because it was spoiling and the refrigerator still isn't cooling  we have it one the lowest setting of 33 degrees and it's still not cold. I called back on Friday June 24, 2016 and told the repair dept this and he said he was escalating this to a manager as an emergency and still no response or technician. Now I'm thinking we need our refrigerator replaced.  They have 30 days from our initial call to get our refrigerator fixed. Plus I believe we need a new food claim form seeing as the food I just bought is about to spoil. 
Regards,[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.  Hello Ms. [redacted] I am requesting the information requested by [redacted] to file a claim. As well as the documents I mailed to [redacted] per their requirements to file a claim. Also I am a requesting copy's of the collection phone calls placed to my cell phone at the end of March.
Regards,
[redacted]

Thank you for the opportunity to respond to Mr. [redacted]’s additional comments. As mentioned in our previous response, parts were ordered through the manufacturer and are scheduled to arrive on 4/14/17. Once we received the parts, Mr. [redacted] will be contacted to schedule installation and we can determine what further actions may be required. In regards to corrosion found on the unit, Mr. [redacted] has been advised on several occasions that rust or corrosion is not covered under the Terms and Conditions of the RSA Plan; please see Number 5- Exclusion; letter (b). 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 Mrs. [redacted]’s additional comments. Our records show we mailed Mrs. [redacted]’s $100 gift card to her residence twice via certified mail in (October 2015 and November 2015). However; the gift cards were returned to Conn’s due to no one was available at the time of delivery. We will re-issue Mrs. [redacted] another gift card and mail it to the address provided in her complaint; we ask to please allow 7-10 business days to receive. We sincerely apologize for any inconvenience Mrs. [redacted] experienced during this process. If we may be of further assistance, Mrs. [redacted] may contact us Customer Service at 1-877-358-1252.  Kind regards, Dyeisha [redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’ complaint.  After researching Mrs. [redacted]’ complaint we confirmed; she was contacted by a UST manager on 8/18/16.  During their conversation Mrs. [redacted] informed him that she was going to contact her floor installer to get a...

quote to fix the repairs that were not completed properly.  Once the estimate has been obtained; Mrs. [redacted] will contact the UST manager for further assistance to resolve her issue.    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:
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 12/7/2016 and assigned ID 11865753.
Regards,

Thank you for the
opportunity to respond to Mrs. [redacted]’s additional comments. As previously
stated, Mrs. [redacted] elected to have her dishwasher delivered on 11/23/15.
However, it was installed by someone other than Conn’s. We are unable to
determine who caused the damage to the wires. However, we will continue to
service her unit under the terms and condition of the manufacturer’s
warranty.
If we may be of further
assistance, Mrs. [redacted] may contact our Customer Service department at 1-877-358-1252.





 








Kind
regards,
 
LaKena
[redacted]
 




 



















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Thank you for the opportunity to respond to Ms. [redacted]’s additional comments.  Since Ms. [redacted]’s last response we confirmed that service has been completed.  Our records show that a new service order was created on 3/30/17 to order a new connector.  We show parts were ordered directly from the manufacturer; which could take up to 4 to 6 to become available.  Ms. [redacted]’s repairs were completed on 4/28/17. In regards to Ms. [redacted]’s warranty cancellation, she has the option to cancel her coverage at anytime.  Once the warranty coverage is canceled, she will receive a pro-rata refund.  However, we are unable to cancel her warranty coverage and issued a full refund. Again, we sincerely apologize to Ms. [redacted] for any inconvenience that she experienced during this process.       Conn’s values Ms. [redacted] as a customer and appreciates him for bringing his concerns to our attention.

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to Ms. [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, 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: 1)       She contacted us for repair or exchange for her washer but has not received a resolution; and 2)       She is requesting an exchange on her washer.     Our investigation reveals that: 1)    Ms. [redacted] washer was repaired by the manufacturer on 7/16/17; 2)    At this time Ms. [redacted]’s washer does not meet the qualifications for an exchange.   Our records show on 6/3/17, Ms. [redacted] purchased a [redacted] washer and dryer and elected to purchase a 24-month Repair Service Agreement Plan. Ms. [redacted] elected to pick up her items from our Denver warehouse on 6/5/17.   We researched Ms. [redacted]’s complaint and found that she contacted our service department on 6/28/17 stating that her washer would not turn off.  Ms. [redacted]’s service order was canceled with our Conn’s technician because the unit was being serviced by the manufacturer.   We contacted the manufacturer on Ms. [redacted]’s behalf and confirmed that the unit was successfully repaired on 7/16/17.   We have no further records showing that Ms. [redacted] has contacted us regarding any further issues she is experiencing.                   Conn’s values Ms. [redacted] as a customer and appreciates her for bringing this matter 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.  Thank you for the assistance in resolving this matter.

Thank you for the opportunity to respond to [redacted] concerns regarding account [redacted].  [redacted] stated she paid her account balance in full, but the account remains open and has reported to her credit.   According to our records, [redacted] signed a 30-month retail installment...

contract on May 22, 2014.  That contract included our 6-month no-interest financing promotion (“cash-option”).  She contacted us on August 27, 2014 and received a payoff quote of $953.04.  She scheduled that payment; however, the account did not close.  [redacted] made a payment of $150.00 on August 20, 2014 but that payment was returned by her financial institution on August 28, 2014 causing the account to remain open.    [redacted] contacted us on August 19, 2016 and we agreed to reinstate the “cash-option,” close the account, reverse the credit marks and refund any over payment amount that is due.  We ask that [redacted] please allow 10-14 business days for processing and allow the credit bureaus 30-60 days to update their records.    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]’s complaint. Our records show on 5/30/16, Mr. [redacted] purchased a ** French Door refrigerator which was delivered and signed as received in good order on 6/16/16.We reached out to the Dallas warehouse and were advised that Mr. [redacted]...

contacted the warehouse on 7/7/16 stating some of his possession went missing around the same time delivery was made. The alleged incident has been investigated by both Conn’s warehouse and [redacted] (3rp party delivery team) however; we are unable to confirm that Mr. [redacted] personal items were taken by the delivery team at the time of delivery. Our delivery manager attempted to contact Mr. [redacted] on 8/31/16 to discuss his concerns but was unsuccessful and left a voice message to return the call.If we may be of further assistance, Mr. [redacted] may contact us at 1-866-765-1513Kind regards,Dyeisha [redacted]

Thank you for the opportunity to respond to Mr. [redacted]’s concerns regarding account [redacted].  Mr. [redacted] stated he was charged a $100 service fee, 40% interest.  He also stated he was told there was no restocking fee if he decided to return the product, but was charged a 15%...

restocking fee.    According to our records, Mr. [redacted] signed an 18-month retail installment contract on November 5, 2016.  Mr. [redacted] agreed to the $100 administrative fee at the time of purchase.  Mr. [redacted]’s interest rate was 29%.    Mr. [redacted] was given a copy of our return/ exchange policy at the time of purchase outlining the restocking fee.    Mr. [redacted] returned his product and his account has been closed. We have included a copy of Mr. [redacted]’s signed retail installment contract and payment history for his records.   Conn’s respectfully disagrees that Mr. [redacted] is due a refund as he did not make any payments on the account.    We appreciate Mr. [redacted] for bringing his concerns to our attention.

Thank you for the opportunity to respond to Mr. [redacted]’
complaint. Our records show Mr. [redacted] purchased a living room group with
manufacturer’s warranty on 6/17/15. At the time of delivery all of the pieces
were not available.  Mr. [redacted] agreed to
take the floor models as oppose to waiting...

for the product to restock. The
floor models were delivered.
Mrs. [redacted] has been contacted regarding their
concerns and we have agreed to discount the floor model set that was received
and refund the delivery charge.  We sincerely
apologize to Mr. and Mrs. [redacted] for the experience that have had regarding their
recent purchase with us. 
 
If we may be of further assistance please contact us
at [redacted].
 
Kind regards,
 
Kathryn [redacted]