Alan J. Slobodnik, M.S.W.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  Inrequested for a higher level managment to review my complaint, This responce doent indicate a manager reviewed this.
Regards,

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint.  We researched Mrs. [redacted]’s complaint and found her issue has been addressed and concerns.  Our records show Mrs. [redacted]’s complaint was escalated with upper management and Conn’s has agreed to honor her request for an...

exchange.  Mrs. [redacted] has been contacted and made aware she is scheduled to receive her new ** washer model ([redacted]) on 7/01/15.  Again, we sincerely apologize for any inconvenience Mrs. [redacted] 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:
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 8/6/2015 6:02:49 PM and assigned ID [redacted].
Regards,

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.  
First, the issue still remains that the information that was given to me by the sales associate (that I did qualify) and what was told to me after are two totally different things. I was told one thing and then given another and that is not good business practices. If someone makes a mistake there, it should not be the customer who pays for that mistake.Secondly, Even while going over the purchase of my products, this information was not given to me. That is two occurrences where associates at this locations gave me misleading/false information in regards to my account. I was told then that all documentation would be sent to me, It has been over a month and I still after multiple conversations I do not have a copy of the contract which is now conveniently sent to me via this site.Third, you said that it is after the period where I could return without a "penalty", my original complaint to the store location was before the 30 day return. I left messages and was told someone would call me back. It wasn't until I called the cooperate office that I even received any kind of response from Conns.AS STATED, the only acceptable reconciliation for this would be to honor the terms in which I was given on not one but two occasions. Or take back the products at no penalty to me, as it was not me who has taken so long to respond. All of my responses have been prompt and before any Conns deadlines.
Regards,

Thank you for the opportunity to respond to [redacted] additional comments.  As listed in Conn’s Return & Exchange Policy – No Returns/Exchange on: Furniture, mattresses, décor & accessories unless inspected by a Conn’s Service Technician and found to have a manufacturer’s defect ** See exclusion below.  If your product fails while under manufacturer’s warranty, Conn’s Factory Authorized Service will repair your product according to these warranties.  Since [redacted] last response an exchange was approved on 11/30/15; she was issued a credit up to the original amount paid which was $1,099.99 to re-select a new mattress and box spring.   [redacted] exchange was submitted and approved under the Terms and Conditions of the manufacturer’s warranty which only covers the replacement/exchange of the product(s) and not a refund; no Furnituregard coverage was purchased through Conn’s to initiate a refund. At this time we are unable to honor [redacted] request to refund/credit her account; [redacted] exchange is still valid through 1/14/16.  [redacted] may visit her nearest Conn’s location to initiate her exchange and schedule delivery.  If [redacted] has any further questions or concerns regarding her warranty coverage; she may contact [redacted] directly at 1-888-557-3782.If we may be of further assistance, [redacted] may contact our Customer Service department at 1-877-358-1252.Kind regards,Jana A[redacted]

Thank you for the opportunity to respond to Mr. [redacted]’s complaint regarding a purchase made under [redacted].  Our records show on4/02/17, Mrs. [redacted] purchased a [redacted] French door refrigerator with a 48-month Repair Service Agreement.  Mrs. [redacted] received a copy of...

Conn’s Return & Exchange Policy at the time of purchase.  Mrs. [redacted] elected to have her refrigerator delivered.      We researched Mr. [redacted]’s complaint and found the day of delivery (4/03/17); the delivery team arrived and found the “old” unit was still in place.  Mr. [redacted] stated he would put the old unit in the garage; Mr. [redacted] pulled it out and moved it into the desired room.  Before the “new” refrigerator could be put in position it was discovered that the doors had to be removed to install the unit.  The delivery team took the doors off andsatthem in the room the Mr. [redacted] had suggested.  The delivery team installed the refrigerator with no issue; they tested the waterline, Mr. [redacted] inspected the area and Mr. [redacted] signed off on the delivery receipt.  He signed acknowledging that he thoroughly inspected his merchandise for damages for an exchange or price concession would not be authorized for damages discovered after the delivery.  Once everything was complete, Mrs. [redacted] informed the delivery team that they hit the door knob to the garage and scraped the paint off.    Although, we are unable to determine how the alleged damages were caused either by Conn’s delivery team or Mr. [redacted] who himself moved the “old” refrigerator into the garage; Conn’s is unable to honor their request.    If we may be of further assistance, Mr. and Mrs. [redacted] may contact our Customer Service Department at 1-877-358-1252.     Kind regards,   Jana [redacted]

Thank you for the opportunity to respond to Mr. [redacted]’s concerns regarding account [redacted].  Mr. [redacted] stated he began receiving collection calls when his account became past due.  He believes he has a grace period and should not be receiving calls.    According to our...

records, Mr. [redacted] signed a 32-month retail installment contract on November 28, 2014.  He agreed to have his minimum monthly payment due on the 10th of each month.  We have included a copy of Mr. [redacted]’s payment history for his records.      When a payment is late, we routinely begin call attempts to the telephone numbers provided on the credit application, as a reminder to ensure payments will be made timely. It is normal practice for our company to begin call attempts to assist consumers from falling behind on their account. Mr. [redacted] may pay on-line, in his local Conn's store, by mail, or over the phone if it is more convenient for him, before the due date.  Additionally, if Mr. [redacted]’s pay date has changed, he may benefit from requesting a change of his due date each month. We ask that Mr. [redacted] contact us if he would find this beneficial.   Conn’s respectfully disagrees that we have contacted Mr. [redacted] within a grace period.  While there is a period before late payment fees are assessed, there is no grace period for determining when an account becomes delinquent.   Although Conn's would prefer to keep the lines of communication open, we have placed a cease communications on the telephone numbers associated with Mr. [redacted]’s account.   Conn's values Mr. [redacted] as a customer and appreciates him for bringing his concerns to our attention.   Thank you, Cheryle [redacted]

Thank you for the opportunity to
respond to Mr. [redacted]’s complaint.  Our
records show on 5/10/15, Mr. [redacted] purchased a ** high efficiency washer with
a 24-month Repair...

Service Agreement and a ** high efficiency dryer that came
with a limited 1-year manufacturer warranty; no additional RSA coverage was
purchase through Conn’s on his dryer. 
Mr. [redacted] elected to have his appliances delivered; which was completed
on 5/11/15.  Mr. [redacted] signed his
delivery receipt acknowledging his items were received in good order and that
he thoroughly inspected his merchandise for damages for an exchange or price
concession would not be authorized for damages discovered after the delivery.
We researched Mr. [redacted]’s complaint
and found he contacted us on 7/13/15 regarding his dryer; stating the unit was
not working.  A service call was
scheduled for 7/21/15; during the inspection the technician found parts needed
to be replaced.  The technician ordered
the parts and all parts became available on 8/03/15.  On 8/05/15, the technician completed Mr.
[redacted]’s repairs; by replacing the main PCB ASM, thermostat, heater ASM, and
display PCB ASM.  Once the parts were
installed the technician tested Mr. [redacted]’s dryer and the unit was functioning
properly.
We attempted to contact Mr. [redacted]
on 8/10/15 regarding his recent repair; however we were unsuccessful in our
attempts.  At this time we are unable to
honor Mr. [redacted]’s request for an exchange; based on the technician’s report
Mr. [redacted]’s dryer has been repaired and up to manufacturer specifications.
 If we may be of further assistance, Mr.
[redacted] may contact our Customer Service department at 1-877-358-1252.
 
Kind regards,
 
Jana [redacted]
Customer Relations

Thank you for the opportunity to respond to [redacted]’ complaint. We researched [redacted]’ complaint and found her concerns are regarding a purchase made under [redacted]. Although we are unable to discuss this issue with [redacted] as she is a 3rd party representative, we did...

contact the account holder on 1/26/16 and left a voice message regarding this matter. If we may be of further assistance, the account holder may contact us directly at 1-866-765-1513. Kind regards, Dyeisha Williams

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 am DONE arguing about this, as I said in my previous responses, clearly Conn's refuses to do the right thing in this matter, and refused to do the right thing from the start.  They can try to hide behind their policies and continue to ignore the other details, facts, and such that were mishandled from the beginning and continue to try to make it seem like I am not making a justified complaint. I extended the opportunity through the Revdex.com for Conns to have mad with right as the mistakes that were made at the start of this purchase and continued when,  in good faith,  contacted them about the problem with full expectation that it would have been handled properly. I will continue to pursue legal and other remedies available to me, and I definitely do have the documentation and other evidence that I need to support my position. Conns was given the chance to make it right here and they refuse and their responses continue to demonstrate they feel they have no accountability or other responsibility to do right by their customers. I have received this message loud and clear. This complaint can be closed but it sshouldnot, under ANY circumstances, be considered or marked as having been satisfactorily resolved and I would. Like to further have it noted here that not once has conns extended am apology for the rudeness I have dealt with especially at the start of this nightmare experience, nor has this company done anything to attempt to make this right. The only thing they have done is insist they are totally innocent and hide behind a policy which I had not been rightfully informed of and then attempt to make it look as if I have been unreasonable or trying to get something over on them. I simply and still only want the product I contracted to buy... And the TV I received from them was broken... It is sheer nonsense they feel I should be okay with having gotten a TV broken and that they think I should be happy with that had to be repaired straight out of the box. It is just shame full and I am done trying to get them to do the right thing. I will pursue other remedies as mentioned to protect my rights as a consumer. And make sure everyone knows the company looks to protect its own backside instead of doing the right thing by its customers. 
Regards,

[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.  
  Ok. That is fine.

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 was told in the store that they could not replace my mattress after visiting the [redacted] location on two separate occasions.  They told me I could only get a mattress that was cheaper than the one originally purchased on the first visit. The manager then told me he was able to provide me with the exact same mattress and I visited the store for the second time, upon arrival I was told he was wrong and if I wanted a mattress comparable to the one I had I would have to shell out at least another $200.00 plus taxes and delivery.  My husband and I were furious after hearing their proposed outcome. The manager was very rude and uneducated to the problems we had been having, he told us that we would have to use the credit provided on a single item of equal or lesser value if we did not want to finance something more expensive.   After a great deal of consideration we decided to find something that would not cause us to finance anything and be done with Conns Corporation completely. I have been asked to send over a copy of my credit report to address the personal information breach, after speaking with my lawyer I have been advised not to share this kind of information.  I continue to have issues with this and probably will for a long time, I can talk to Conns til I am blue in the face and still come out with no resolve to this issue.  The other accounts at Conns that are accessed with my social security number should be looked over and have anything pertaining to my identity removed.  I am now hoping they report to the three major credit bureaus of my outstanding payment history and the fact that the account has been paid in full. 
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.  Mrs. [redacted] made one attempt to call me one day, when I asked her why she did not leave a voice mail, her response was " There was no name on the voicemail". 6/15/15 was the one and only day she "supposedly" called me. This is unacceptable, when I've gone out of my way almost everyday seeking answers. I left an alternate number with CSR's and also left my email. Her attempt to reconcile this situation is beyond on me. She insist that by pushing the payment back I've am being compensated, I've been the one to go through all the trouble to get this issue resolved and had I not been proactive I wouldn't be where we are today with ANSWERS. The payment push back is a given I've more than deserve that. Had everything gone smoothly from the get go we'd be in the same predicament 12 months to pay X amount of dollars, so here we are we this lame resolution X amount of dollars for 12 months with the simple fact I don't have to make the first payment till August, all because CONNS could figure out what to do. I'm asking for some discount for my troubles. No one every called me to tell me I was being taken care of or who was handling my issues, except I get a text message saying when my love seat would be delivered. Conns will not dictate to me when io have to be home to receive my product, I think I deserved a phone call to let me know what went wrong, and how it was resolved and was never not once shown any empathy  for my troubles. Mrs. [redacted] has no grounds to tell me or Revdex.com that I'm not the account holder when these were purchased by MY husband for OUR family, had she been more proactive in this matter she'd she I've been the only one handling this matter, CONNS unfortunately doesn't give the option to add an authorized representative, or at least that's what I've been told. However CONNS policy changes from one agent to an other. Everyone has argued back when as if they made the ultimate decision in this matter when they in fact had to answer to someone else themselves, it was never a maybe with these people it was always a no. I have pushed and pushed every door getting to where I need to get and here we are. I know there is a board or panel that handles this matter, and they aren't at arms reach to their clients who will pay to have them in their seats. 
Regards,
[redacted]wife of [redacted](person who has been handling this matter on his behalf)Hope that serve Mrs. [redacted] well as she didnt think I had any rights to file a complaint!!!!!!!!!!!!

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 can not believe that Conns is still in business!! First of all, the original full amount she stated that I financed was wrong and that's just to start. The fact that Conns is also saying that we didn't cancel the warranty on the [redacted] till Sept 2015 is also incorrect, it was cancelled a few months after we bought the [redacted]. The only time I ever got Conns to admit that they had in fact received the original cancellation form I faxed them as well as the cancellation form for the insurance was in  phone conversation inhad to a supervisor thatactually cared in November 2015. She found it and saidnshe was going to attach it to my file and everyone will be able to see it, it will get fixed she said. Then the insurance charge on the contract that the salesmen never showed us, and.yes we all looked at the contract but the salesman is supposed to by law show us every single thing we are purchasing. CONN'S DIDNT DO IT ON THAT PURCHASE OR THE OTHER 3 WE MADE YEARS/MONTHS BEFORE AND LET ME ADD, WE PAID EVERY ONE OF THEM OFF BY THE CASH OPTION DATE. So, why would I have paid 3 other BIG purchases off by the cash option due date and not this one? I went and made a $1040 payment 2 months before the cash option was due. I CALLED THEM EVERY DAY, ONLY TO GET LIED TO EVERY SINGLE TIME, SUPERVISORS SAYING THAT WE WERE IN THE RIGHT AFTER I TOLD THEM ALL THE FACTS AND THEY WERE GOING TO GET IT FIXED BUT, NOTHING. EVERYTHING I ASKED FOR A PRINT OUT OF MY PAYMENTS AND BALANCE, THE BALANCE ALWAYS STARTED AT THE NOT AND I REPEAT NOT CASH OPTION,WHICH WAS $1600 OVER THE CASH OPTION PRICE, NO THANK YOU!!!! My wife drove to there Home Office in Beaumont or Baytown, Tx, which is about a 3 hour trip each way and it was absolutely horrible the way they treated her, had her wait in some little room waiting to talk to some ladies for an hour and a half, only to have the women that makes those "Calls" say to my wife, "There is nothing I can do for you. Everything is correct and you just need to pay your bill ma'ma'am and go home!" The ladies prior to that had listened to my wife and agreed that I was right but to just settle it, I needed to eat half of the warrenty. She didn't want to even do that because it was still them stealing  from us but, to make them stop harassing my friends and family, we said okay but when the last lady came in, the finial decision maker it was pay or leave. They harass every one of the people on my references and when I say harass I mean call them EVERY DAY!!!!!! I do not except there ofder, they can do something as far as my credit is concerned but am I surprised they lied about that as well, NOPE!!! I want what is right!!  
[Provide details of why you are not satisfied with this resolution.]
Regards,
 [redacted]

Thank you again for the opportunity to respond to Ms. [redacted]'s concerns regarding her accounts.  We would be able to combine Ms. [redacted]'s accounts if she chooses; however, we would not be able to lower her minimum monthly payment below $200.00 each month.

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 been trying to have my dryer fixed since the end of April. I have only had the dryer...

a little over a year at the time. I am still making my monthly payments which are made on time. I finally got someone to come out to service my dryer in May. When the service guy came out he advised my Fiance to use a different setting and that should help the problem instead of seeing exactly what was wrong with my unit. Then I put in another service request right after because it still wasn't fixed even with using the option he gave me. It went from taking me 2-3 times to dry one load of clothes at the first request to taking 10 times to dry one load that still ended up damp. I called and left several requests for a supervisor to call me back and still to this day I haven't received a call back from a supervisor. I submitted another request the rep asked for an alternative number that I provided in case they couldn't reach me. They provided me my service date which was two weeks later so we are now in the beginning of June. I was told I would receive a call between 7-11 I never got the call so I call them and they say the request was canceled because no one answered the phone I asked what numbers did they try because I never received the call and they advise me they tried the alternate number and never the primary. I call in and they say they are unable to find my account with my number, so I provided them the alternative number and bingo up pops my account. I requested they remove that number and reschedule the request which was another week and a half out. In the meantime they tell me they will just order a part to fix it. My question and complaint was how do they know what part to get if they never really serviced it the first time and didn't even get in my house the second time. they advised me that they know what they are doing and know what parts to get. I asked what would happen if that's not the right part they said then I will have to wait until they order the right part again then get a date to schedule the visit which could be another 2 weeks or more. The entire time Im not able to use my dryer since April. So I leave several message for 2 different supervisors one named Jessica the other supervisor last name was Perez I believe. I asked the reps the turn around time for a sup to return my call and they all saw between 48 to 72 business hours. I asked again what numbers they have on file for me they give the alternate number first as primary then my actual cell number. I request they remove the number again and I requested they submit another service request to have someone come out and make sure they are ordering the right part they send someone out around 6/12 and he say they did order the wrong part so will submit to order the right part. they called me and said they received the part and could come out 6/28. they come out and the guy takes apart my whole dryer and puts it back together. I go to wash a load of clothes 6/2 something tells me to go back and check on my clothes I noticed now they were not spinning so I stopped the dryer and opened the door to see if it was even getting hot and smoke fills my laundry area and one of my husbands pants had a hole it in. My house smelled with smoke the remainder of the day and night. I call in to conns again to let them know of the situation and request for someone to come out again I ask for a supervisor and is always transferred to a voicemail for Jessica who still hasn't returned one call for me. The rep tried to help by seeing if they could just replace the entire dryer instead of repairing it and said I would receive a call within 72 hours I wait I receive the call the rep advised me no I wouldn't be able to get another dryer that I would have to submit another service request. im highly upset so I asked how will they compensate me because since I haven't been able to dry at home I still have to wash because I have myself, my fiancé and two kids therefore I have to go to Laundromat. I ask if I can skip a months worth of payments she tell me no they can only give me a 25.00 credit. she puts in another request and say I will receive a call within 72 hours to schedule my service date I waited 72 hours called them this past Tuesday 07/11 to see when a technician will be coming out because I havnt received a call the rep tells me I have one scheduled for tomorrow 07/12 which is today and he will call me in the morning. I asked her what number was on file for me because I never received the call to set a date she tells me the same number I requested to be removed several times ago. I begged her to remove the number and note that I asked her to never call that number she assures me she will and She gave me the technicians number. I didn't get a call from him at 7:45 so I called the number and left a voicemail. I called the technician again at 8:30 and left another voicemail. I then called conns and spoke with Dale who told me the request was canceled last week because no one answered to confirm the service request date. I asked what number did the technician try he says the same number I asked to be removed again. I asked for a live supervisor since leaving voicemails didn't work he said there was nothing he could do about that. He submitted another service request and transfers me to Jessica voicemail again.I would like a credit to my account for at least one month and an exchange for my dryer that way I am able to use a dryer that I am currently paying for.
Regards,

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,I disagree with the amount of $74.99 I'm request $250.00 to be credited to my account for multiple inconviences

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 manager refused to write down the reason it was returned the sound kept going out it was defective

Thank you for
the opportunity to respond to Mrs. [redacted] concerns regarding account
[redacted].  Mrs. [redacted] stated her
husband scheduled a payment to post to the account on July 28, 2015; however,
Mrs. [redacted] called on July 24, 2015 and stated she was going to go into the
store and...

make the payment, but the payment as drafted from her account on July
28, 2015 anyway.
According to
our records, Mr. [redacted] called on July 21, 2015 and scheduled a payment to post
on account [redacted] on July 28, 2015. 
Mrs. [redacted] was contacted on July 24, 2015 regarding the payment that
was due on account [redacted].  Mrs.
[redacted] stated she was going to go into the store to make the payment on account
[redacted]; however, there was no mention to cancel the payment that was
scheduled to post on account [redacted]. 
On July 29,
2015 Mrs. [redacted] called and stated she did not authorize the payment to process
on July 28, 2015.  The information was
forwarded over for research.  On August
21, 2015, Mrs. [redacted] requested the refund be canceled and to let the payment
to post to the account. 
We value Mrs.
[redacted] as a customer and appreciate her for bringing her concerns to our
attention. We have attached a copy of Mrs. [redacted] payment history for her
records.  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.   Sent: Friday, April 13, 2018 2:13 PM Subject: Re: You have a New Message from Revdex.com...

Regarding Complaint #[redacted] I had a service repair man come out on Monday 4/14/18. And he installed a new ice maker. I called when I got home to advise Conns that the ice maker was making ice and nor was the new panel installed weeks earlier dispensing ice. The repair man called me that evening to inquire about the issue and said he would “see what he could do”. I haven’t heard back since and my fridge is still leaking water on the floor. I will be providing a video so that Conns can see that their product is not working and again I’m requesting a new fridge. [redacted]