Alan J. Slobodnik, M.S.W.

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.  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]

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 [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]

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,

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.

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]

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 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

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 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 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]

Thank you for the opportunity to
respond to Mrs. [redacted]’s complaint. Mrs. [redacted]’s information was forwarded to
upper management for further review. After reviewing the complaint,...

Conn’s has
agreed to return the recliner without the restocking an issue a full refund of
$1169.06 back to the [redacted] card used to make the purchase. Mrs. [redacted] will need
to return to the store location where she originally purchased the item to
initiate the refund. Conn’s delivery team will contact Mrs. [redacted] to make
arrangement to pick-up the recliner and return to the warehouse. We sincerely
apologize for any inconvenience Mrs. [redacted] experienced during this process.
 
If we may be of further assistance, Mrs.
[redacted] may contact Customer Service at 1-877-358-1252.
 
Kind regards,
 
Dyeisha W[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 [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 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:
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 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]

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.

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.