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.  
[Provide details of why you are not satisfied with this resolution.]
In my numerous conversations with management at Conns, Jancee S[redacted] District Manager, I was told that I was covered for replacement.  Never is "repair" mentioned (see attached email from her below):=========================================================================...⇄ S[redacted] Mar 16 at 5:06 PMTo[redacted]Message body[redacted]I'm sorry to hear we haven't started your property claim process. The form we emailed to you last week is the form you need fill out to get things going. I noticed you had the service department out. They are not the department that will be able to assist you. You will need to work with our insurance department. Insurance Fax Number: [redacted]Insurance Email: [redacted]Customers may contact the Conn’s Insurance Department at [redacted]You are fully covered under our property coverage for theft, fire and flood. The process does take 2-3 weeks.  Once you fill out the forms and send in the proper information they can get the process started. In the mean time you will need to keep your account current and up to date. I am out of the office until Friday but I wanted to make sure you knew I saw your email. If you'd like I can call you then. Again I apologize for any miscommunication and I know the waiting is not ideal but I am very glad you are covered so you don't have to spend any money out of pocket on a new set. Thank you,Jancee======================================================================...⇄ /> [redacted] also told me that I should not have had to go this route in getting a technician sent, and that I had gone to the wrong department.  Everyone kept telling me I was in the wrong department.  Here I am entering my 5th week of trying to get this matter resolved, and no where even close.I called the [redacted] and explained to the woman who answered my issue and she transferred me to Customer Service.  Customer Service said that I needed to speak  with the Insurance Dept., the Insurance Dept. then said I needed to speak with someone in Service Warranty, Service Warranty said I needed to speak to Property Claim Damage, Property Claim Damage Dept, said I needed to speak with Fire, Theft and Floods dept, Fire, Theft and Floods department said I needed to speak to Risk Management.  I have also called several different Conns stores inquiring about how their property insurance works.  They have all said the same thing - I am covered for replacement.  Never once is the word "repair" used.  So they are telling the consumers one thing, and once a claim is filed, it's a totally different story.   The technician that came to my apartment said that his only job was to come to the apartment and take pictures. He specified that he was not making a report, it was up to his boss to determine.  I asked the technician what he thought he would do if these units were his.  He said "he would get rid of them, they're not safe".   Need I say more?  I would not feel safe in getting these repaired.  These are only 15 months old.....and I shouldn't have to worry about such things.  The Maintenance Supervisor for my apartment building said that there is no way there was lint build up.   In fact, the technician said that the dryer was clean, and in his experience, he has seen lots of dryer that are filled with lent and can't understand how they didn't catch fire.  When I heard about the report, I called the technician because I had his number when he called to confirm coming to see the units.  The report indicates it was his theory that the fire started from the wall (which was opposite of where the dryer is located).  I asked how he felt the fire came from the wall, when the dryer was on, and it would be the dryer to cause the heat.....how could he assume the fire started from the wall".  His response was "hmmm, that's a good one, I didn't think of that".   Seriously?The amount of time and effort it has taken me to work on this claim is unfathomable.  My stress levels are at a ridiculous amount.   I've had to take time away from work, I've had to take numerous  lengthy conversations during work all with no resolve.  I'm not asking for anything that wasn't quoted to me when I purchased the insurance - which was replacement of the units in case of fire, theft, flood.   The bottom line is that the dryer caught fire - which cause both units to become inoperable. They are now considered a hazard.  If I'm fully covered as the email from [redacted] indicates, what more needs to be said.I want either full replacement or all of the money I have spent on these units that I'm still paying for.   
 









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Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to the concerns you have regarding account(s) [redacted]2530 and 2531. 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 Ms. [redacted]’s retail installment contract or promissory note and security agreement, invoice, coupon book, and welcome letter. As a reminder, she may contact Conn’s regarding questions about her purchase by calling our Customer Service Helpdesk at 1-877-358-1252, or on-line at www.conns.com.     Ms. [redacted] stated in her complaint that: she paid her accounts off on March 15, 2017; the accounts are still opened and she would like them closed; she is receiving collection calls and letters and she would like the collection efforts to stop; she would like the credit marks to be removed from the accounts. Our investigation reveals that: Ms. [redacted] accepted a settlement offer on her accounts on March 15, 2017; the accounts are in process of closing; we have ceased collection efforts on the accounts; once the accounts close, they will be reported as settled for less than full with a zero balance.   According to our records, Ms. [redacted] accepted a settlement offer on March 15, 2017 for accounts [redacted]2530 and [redacted]2531.  Once the settlement amount has been paid it can take 30-45 business days for the accounts to close.  On May 19, 2017 account [redacted]2530 was closed.  We are still in the process of closing account [redacted]2531.   Conn’s has taken measures to ensure Ms. [redacted] is not receiving collection calls while the maintenance is processing on the accounts.    Once the accounts close, they will be reported as settled for less than full with a zero balance.  If any delinquent credit marks were assessed from the settlement payment date to the present date, they will be reversed once the accounts close.  Please note, it may take the credit bureaus 30-60 days to update their records.   Conn’s sincerely apologizes to Ms. [redacted] for any inconvenience she experienced due to this matter.

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]

Thank you for the opportunity to respond to Mr. [redacted]’s complaint.  Our records show on 6/08/16, Mr. [redacted] purchased a ** dishwasher with a 48-month Repair Service Agreement and an (DWR) dishwasher installation.   We confirmed Mr. [redacted]’s dishwasher was sold as a clearance item as...

is at a discount price of $147.00.  Mr. [redacted] was provided a copy of Conn’s Return & Exchange Policy at the time of purchase which states: If your product fails while under manufacturer’s warranty or Conn’s RSA, Conn’s Factory Authorized Service will repair your product according to these warranties.  Mr. [redacted] also and signed his invoice acknowledging he was provided a copy of the Repair Service Agreement brochure and that he understood the coverage associated with the covered product.  Mr. [redacted] was scheduled to have his dishwasher delivered on 6/15/16; however upon arrival it was discovered the dishwasher was messing parts which was needed to complete the install.  Therefore, the unit was refused by Mr. [redacted] and delivery was rescheduled.  Mr. [redacted]’s dishwasher was later delivered on 6/22/16 with all parts needed to complete the installation.  We show Mr. [redacted] later contacted us after delivery was completed stating; the dishwasher was not filling up with water. After further researching Mr. [redacted]’s complaint we show his complaint has been escalated to upper management an exchange request has been submitted.  Mr. [redacted] has been issued a credit up to the original amount paid which was $147.00.  Mr. [redacted] has the option to re-select a floor model or choose a new dishwasher at retail cost.  If Mr. [redacted] chooses to purchase a new dishwasher at retail value; he will be responsibility to pay the difference.  Again, Mr. [redacted] available credit for his exchange is $147.00.  He may visit his nearest Conn’s location to re-select and schedule delivery.  If we may be of further assistance, Mr. [redacted] may contact Customer Service Department at 1-877-358-1252. Kind regards,  Jana [redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  
Thank you very much for your assistance and Conns for working on this together.

"margin:0in;margin-bottom:.0001pt;text-align:
justify">Thank
you for the opportunity to respond to [redacted] complaint. Our
records show on 6/01/15, [redacted] purchased a [redacted] French door refrigerator with a (48-month
Repair Service Agreement), a [redacted] dinette set which
consisted of nine pieces with a (48-month Furnituregard Plan) on all nine
pieces, a [redacted] dinette set which consisted of five pieces with
a (48-month Furnituregard Plan) on all five pieces totaling $7133.39.
We show once [redacted] purchase was complete he changed his mind and
cancelled the four [redacted] dinette chairs from his invoice.
[redacted] was refunded $leaving him a remaining total of
$6,527.27. We show [redacted] signed his invoice indicating at the
time of purchase he acknowledged he was provided a copy of the Repair
Service Agreement and Furnituregard Plan brochure and that he understood
the coverage associated with the product(s). [redacted] elected to
have his items delivered; we show his delivery was completed on
After
researching [redacted] complaint, we found he faxed in a Repair Service
Agreement Cancellation Form on 6/04/15.
We show [redacted] RSA coverage was cancelled on 6/16/15 and a credit of $was
initiated leaving him a remaining total of $5,812.96. Since [redacted] purchase was made with his [redacted] and not financed through
Conn's credit; he needed to visit his local Conn's to have the refund
processed to his [redacted]. Our records indicate [redacted] went into
his local Conn's on 6/24/15 to complete the refund
transaction. We sincerely apologize for any inconvenience [redacted]
experienced during this process.
If
we may be of further assistance, [redacted] may contact our Customer Service
department at [redacted]
Kind
regards,
Jana
A[redacted]
Customer
Relations
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Thank you for the opportunity to respond Ms. [redacted]’s concerns regarding account [redacted]. Ms. [redacted] stated she was offered a match pay program and it was not honored.    According to our records, Ms. [redacted] signed a 30-month retail installment contract on August 23, 2014. She agreed...

to have her minimum monthly payment due on the 23rd of each month.  On December 8, 2016, we contacted Ms. [redacted] and offered her a program to help assist her in bringing her account current.    Conn’s is in the process of honoring that agreement.  We ask that Ms. [redacted] please allow 10-14 business days for the concession to be applied to her account.   Conn’s sincerely apologies for any inconvenience Ms. [redacted] has experienced due to this matter.

Thank you for the opportunity to respond to Mrs. [redacted]’s additional comments. Since our previous response, Mrs. [redacted] contacted our service department on 6/24/16 stating her refrigerator is not cooling properly. A service appointment was scheduled for 6/30/16; during the inspection the technician informed Mrs. [redacted] that her vents were frozen from low temperature and she would need to allow the vents to defrost for 24-hours so the unit would cool properly; no repairs were required. We have no records showing Mrs. [redacted] has contacted our service department regarding any further issues since her unit was assessed on 6/30/16. At this time Mrs. [redacted]’s refrigerator does not meet the qualification for an exchange. Food loss reimbursements are only provided for covered failures to the merchandise therefore; a new food loss claim will not be processed at this time.     If we may be of further assistance, Mrs. [redacted] may contact us at 1-866-765-1513. Kind regards, Dyeisha [redacted]

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to Ms. [redacted] 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 received her television unpackaged and when she got home she found the unit was damaged; and 2)      She is requesting to return the unit.               Our investigation reveals that: 1)    Ms. [redacted] signed her pickup slip acknowledging that she inspected the unit and no damages were found; and 2)    We have agreed issue an even exchange as a gesture of goodwill.   Our records show on 5/6/17, Ms. [redacted] purchased a [redacted] which both comes with a 1-year limited manufacturer’s warranty. Ms. [redacted] elected to pickup up her television from our Conn’s located in Jackson, MS on 5/6/17.  Ms [redacted] signed her pickup slip acknowledging that she thoroughly inspected the items however we discovered the television was loaded into her vehicle by the associate without the box.   We researched Ms. [redacted]’s complaint and found that she contacted our customer service on 5/8/17 stating that she notified the store immediately that her 55” TV was damaged and was informed to return to the store but was unable to at that time. However; when she returned to the store she was informed that an exchange would have to be approved by upper management.   After further review of Ms. [redacted]’s complaint, we have agreed to issue exchange Ms. [redacted]’s television.  Ms. [redacted] may return to her local Conn’s to process the approved exchange.   Conn’s values Ms. [redacted]as a customer and appreciates her for bringing this matter to our attention.

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint. We researched Mrs. [redacted]’s complaint and found that her issue is regarding a purchase made under Linnette [redacted]. After further researching Mrs. [redacted]’ service history we found that the first service call was received...

on 10/13/16 due to the left recliner sectional making noise. A service appointment was scheduled for 11/26/16; during the inspection the serviceman found the issue was regarding the right recliner and reported the mechanism was bent. We ordered the parts from the manufacturer and the serviceman return to install the new mechanism on 12/19/16. Our records show a new service call was received on 1/31/17 regarding the same issue. The serviceman re-assessed the unit on 2/14/17 and rendered minor repairs by adding a metal piece to the left console to stop the grinding noise. The serviceman notated that the customer mentioned a hole in the fabric but was unable to find any rips or damages to the area upon inspection. On 3/07/17, a new service order was created due to the unit making a grinding noise when rocking and screws popping out from underneath the unit. A service appointment was scheduled for 3/28/17’ the serviceman found a new left mechanism was needed for repair. Our records show the parts have been shipped and Mrs. [redacted] is currently scheduled to install on 4/04/17. Once the parts are installed, we can determine what further actions may be required. Although Mrs. [redacted]’ furniture does not meet the qualifications for an exchange at this time, we will continue with any covered repairs as listed under the Terms and Conditions. If we may be of further assistance, Mrs. [redacted] may contact Customer Service at 1-877-358-1252  Kind regards, Dyeisha [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 to notify that carbon dioxide was coming from her range and requested immediate service but was told she would have to wait 48-hours; and She is requesting immediate service. Our investigation reveals that: 1.     Ms. [redacted] was made aware that we are unable to schedule same day service appointments but we would attempt to expedite her service request; and 2.     Ms. [redacted] was scheduled for 12/7/17 which was the first available service date in her area. Our records show on 6/5/17, Ms. [redacted] purchased a [redacted] gas range and elected to purchase a 48-month Repair Service Agreement Plan. Ms. [redacted]’s range was delivered and installed on 6/6/17. We researched Ms. [redacted]’s complaint and found that she contacted our service department on 12/4/17 stating that her range has a gas smell and the panel is flashing. Ms. [redacted] requested to have a service technician sent out that same day but was informed that we are unable to schedule same day appointments and we did not have a technician in her area that day. Our records show Ms. [redacted] service appointment was scheduled for the first available date of 12/7/17; however; she was made aware that if we had any cancellation we would contact her to schedule a sooner date. Although we were unable to get a sooner date, the technician reported he inspected the range on 12/7/17 and found parts were needed for the panel to correct the flashing. The technician also notated that he was able to repair the gas smell so that Ms. [redacted] could still use the unit until the new panel arrived. Our records show the part arrived on 12/20/17 and Ms. [redacted] is currently scheduled for installation on 12/21/17. Once the technician installs the part we can determine what further actions may be required. We sincerely apologize for any inconvenience Ms. [redacted] experienced during this process. Conn’s values Ms. [redacted] as our customers and appreciates her for bringing this matter to our attention. Sincerely,Conn’s Inc.

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.]Yes conn's in correct in the service dates and attempted service calls on this piece of crap. Don't you think 4 calls on an appliance in a year is excessive, Besides the calls to conn's, [redacted] sent 3 so called techs to try to fix it and it was never fixed. I think 7 service calls on one piece of equipment in one year means the appliance is a piece of crap. all calls are documented. I have completely paid conn's off and will never step in one of their stores nor will I purchase an other [redacted] product. I am only one, but I have over 1500 friends on [redacted] and you can bet your last dollar I will start a campaign to spread the word about the lack of service and non concern of a customer that has spent OVER $15,000 in the last couple of years. Never more
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.  I am not going to accept that your company who hires people for management allows them to tell you one thing and have paper work that says another. While the paperwork I signed supposedly states they do not cover cracked screens any longer the manager stated that it was covered. I wasted money on the warranty since this was the only reason I bought the warranty. I will continue to push for what is right. Conns does not have a problem taking peoples money but they have issues makng things right when their employees make a mistake.[Provide details of why you are not satisfied with this resolution.]
Regards,

Thank you for
the opportunity to respond to [redacted] concerns regarding collection
calls she has received
 
We have found
that [redacted] telephone number was linked to an account in error.  We have placed a cease and desist on the
telephone number provided by [redacted]...

[redacted]. 
Please note it may take up to 24-hours for the cease and desist process
to be completed.
 
If [redacted] receives any additional calls after the 24 hour period, we ask that she
contact us directly.
 
We would like
to apologize for any inconvenience [redacted] has experienced due to this matter.
Thank you,Cheryle S[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 7/23/2016 and assigned ID [redacted]  Sent: Wednesday, July 27, 2016 1:16 PMSubject[redacted]
 Thank...

you for your assistance,  my washer was replaced yesterday evening.  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.   Sent: Monday, April 17, 2017 11:27 AM Subject: RE: You have a New Message from Revdex.com Regarding Complaint #[redacted]They just told me the very thing that I had mentioned in my complaint about when interest will apply on my account.  They told me if payments are made on time interest is only applied to the balanced owed after my 12th payment.  I would like to no what my balance is to this date? In addition to that I want 1person to finish out my account with not customer service. They said my balance is 1033.00 or less

Thank you for the opportunity to respond to [redacted] complaint.  Our records show on 6/11/16, [redacted] purchased a [redacted] bedroom set which consisted of four pieces (headboard, footboard, rails, and chest) with a limited 1-year manufacturer’s warranty on all...

four pieces.  [redacted] was provided a copy of Conn’s Return & Exchange Policy at the time of purchase which states: No Returns/Exchanges on – Furniture, mattresses, décor & accessories unless inspected by a Conn’s Service Technician and found to have a manufacturer’s defect **  [redacted] elected to have her items delivered; which was completed on 6/12/16.  [redacted] signed her delivery receipt acknowledging all her items were received in good order and that she thoroughly inspected her merchandise for damages for an exchange or price concession would not be authorized for damages discovered after the delivery.We researched [redacted] complaint and found she contacted us our Customer Service Department via email; regarding the [redacted] dresser which was not available.  After further review we found the purchase of the [redacted] dresser was purchase under another party (Shanett [redacted]).  [redacted] invoice consisted of an [redacted] dresser that came with a limited 1-year manufacturer’s warranty.  Mrs. [redacted] elected to pick up the dresser from our Charlotte warehouse #150.  We show [redacted] contacted us on 7/04/16; stating the draw was broken on the dresser and the left hinge had broken off.  Our records indicated that we attempted to contact [redacted] and Mrs. [redacted] on multiple occasions dated from 7/05/16, 7/07/16, and 7/08/16 to schedule an appointment; but due to no response/no contact the service order was closed.At this time we are unable to honor [redacted] request to refund her delivery fee of $149.99; we have no records on file indicating the items purchased on 6/11/16 were delivered damaged and we have no service calls on file regarding those items.  In regards to the dresser that was purchased under Mrs. [redacted]; she will need to contact our service department at 1-855-266-6349 to schedule an appointment and have the dresser assessed.  If we may be of further assistance, [redacted] may contact Customer Service Department at 1-877-358-1252.  Kind regards,    Jana [redacted]Customer Relations

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 has contacted us for repairs on her appliances but has not received a resolution; 2)      She was scheduled for an appointment, but no one showed up; and 3)      She is requesting to exchange or return if the item cannot be serviced on date and time she is available.     Our investigation reveals that: 1)      Ms. [redacted] canceled her service appointment prior to the units being inspected; 2)      Ms. [redacted] was scheduled to have her item diagnosed by a remote technician on 6/15/17; and 3)      Ms. [redacted]s items do not meet the qualification for exchange/return. We attempt to schedule appointments to accommodate our customers, however; we cannot guarantee time frames.                                           ...⇄   Our records show on 4/29/17, Ms. [redacted] purchased a ** washer and dryer and elected to purchase a 24-month Repair Service Agreement Plan. Ms. [redacted]s items were delivered and received in good order on 5/15/17.   We researched Ms. [redacted]s complaint and found on 6/2/17 she submitted an online request for service on her dryer.  She submitted a separate request on 6/10/17 for her washer.   Ms. [redacted]s service appointment was scheduled by the manufacturer for 6/15/17 to have a remote technician attempt to diagnose the unit by phone. Base on the technician’s report, Ms. [redacted] was advised that a home inspection was needed for proper diagnostics.  However; Ms. [redacted] stated that she works seven days a week and the technician was unable to accommodate her specific time frame.    We reached out to the manufacturer on Ms. [redacted]s behalf and was advised that Ms. [redacted] requested to cancel her service appointment that was scheduled for 6/24/17, because she had located another provider.  Our records do not show Ms. [redacted] has been in contact with Conns Home Plus.   Although Ms. [redacted]s items do not meet the qualification for an exchange, if she is in need of service she may contact our Service Department at 1-855-266-6349 to schedule an appointment.   Conn’s values Ms. [redacted] as a customer and appreciates her for bringing this matter 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.  
[Provide details of why you are not satisfied with this resolution.]
Regards, The business call me multiple times in the same day after being told the number was incorrect from the following number [redacted]. How can they not locate my number in their system? In addition they used an automated dialer to call me so there has to be a record somewhere of the calls. Their employee also stated they record calls so there should be records there as well.

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.  
Problem:I had previously filed a complaint against Conn's in 2015 (Case #[redacted]) when I purchased an oven from them which they refused to return. When installing my oven, they broke my counter and their solution was a $250 reimbursement, which is when I contacted the Revdex.com. A year later, they still have not paid the reimbursement for me having to replace all of my kitchen counters and I cannot get anyone to respond. It's been over a year now and this nightmare is still continuing. I just want what I was promised as part of their resolution in their Revdex.com response.TranslateDesired Resolution / OutcomeDesired Resolution:Refund
Regards,
 









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