Alan J. Slobodnik, M.S.W.

Thank you for the opportunity to respond to Ms. [redacted]’s concerns regarding account [redacted].  Ms. [redacted] stated she paid her account balance in full, but the account remains open.    According to our records, Ms. [redacted] signed a 30-month retail installment contract on...

January 17, 2015.  That contract included our 12-month no-interest financing promotion (“cash-option”).  Per the terms of the “cash-option,” the “cash-option” is void if the minimum monthly payment is not paid within 10 days of each month’s due date or if the unpaid portion of the total cash option price is not paid within 10 days of the expiration date.  Ms. [redacted]’s total “cash-option was $1434.10. She paid a total of $1161.19 leaving an outstanding balance of $272.91.  We are unable to reinstate the “cash-option” as the total “cash-option price was not paid on or before the expiration date of January 17, 2016.  We have included copies of Ms. [redacted]’s signed retail installment contract, signed cash-option acknowledgement page and payment history for her records.    Conn’s values Ms. [redacted] as a customer and appreciates her for bringing her concerns to our attention.   Thank you, Cheryle [redacted]

Thank you for
the opportunity to respond to Ms. [redacted]’s concerns regarding account
[redacted].  Ms. [redacted] stated she paid her
account balance in full, but her account remains open. 
 
According to
our records, Ms. [redacted] submitted a payment in the amount of $2482.43...

on
February 24, 2016 to pay her account balance in full.  Due to a system error, the account did not
close.  Conn’s is working diligently to
resolve the issue and we are in process of closing the account. 
 
We ask that
Ms. [redacted] please allow 10-14 business days for the account to close.  She will receive a close-out letter in the
mail within 30 days of the account closing. 
 
Conn’s values
Ms. [redacted] as a customer and sincerely apologizes for any inconvenience she may
have experienced due to this matter.  Thank you,Cheryle [redacted]

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.

Unfortunately I have misplaced my contract, but they have acknowledged my purchase, that is not the issue.  The issue is that it fell apart within 3 months and to date they have not repaired it and I do not believe it is repairable.  They need to replace it.  It came from the factory without the proper stuffing.

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.  No one from Conn's contacted either of us to discuss this issue, arrangements were in place to pick up the "new" microwave from the Lake Charles store on Tuesday, November 1st after 3 pm.  (He also stated if the microwave was not on the truck he would have someone go pick up)  At 12:20 pm [redacted] received a call from Conn's stating they would be delivering the microwave on Thursday, November 3rd.  Which at that time he stated one was to be picked up that day at the Lake Charles store.I called the Lake Charles store as instructed by the store manager to assure the microwave was sent via Conn's truck.  The manager stated he would call me as soon as he checked.  An hour later I called the store again asking to speak with the manager, but was put on hold for over 10 minutes.  I hung up calling back and asked if they could check the status, after being put on hold again, she stated the microwave had not arrived.  I had made arrangements to take off of work (again) to go pick up the "new" microwave.  After dealing with this issue, repairmen who seemed to not know how to replace parts and told you they had a more important customer to get to and could not and would not wait or accept your assistance to remove the microwave from the cabinet (but wanted to know what time husband would be home to have him assist) - customer service who put you on hold for extreme amounts of time then to transfer your call to a "billing department" which had nothing to do with service or repairs.  [redacted] was highly upset about this and stated he would prefer to return the microwave to Conn's.  They stated this could not be done.  But this was in fact done, Friday October 28th I returned to microwave to the Lake Charles Store and the manager credited/returned the cost of the microwave and the extended warranty to the original invoice.  He then added the new microwave to the invoice (same price as originally cost)Since the first microwave could and was credited/returned to the original invoice then the second could as well.  Also stated the first microwave was delivered only - yes it was and was plugged into existing wall outlet - there were no installation requiredFirst microwave worked for 3 months and stopped heating - first repairman ordered the parts but second repairman would not / did not know how to repariAgain no one from Conn's has called to discuss the issue with either of us
Regards,Suzanne Cormier

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.  
From: Carolyn [redacted] Sent: Wednesday, December 21, 2016 12:29 AM To: drteam <[email protected]> Subject: Re: You have a New Message from Revdex.com Regarding Complaint #[redacted]  I have been working so much just got thiß email. Yes they did exchange the wrong product original delivered only at an additional $500 dollars added to the bill and after I read the paper contract I realized the Sales agent had put the wrong mattress on there. I wondered was the Sales agent at the same store that night this order was all screwed up. Would not recommend this store to anyone.

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]

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 Mr. [redacted]’s concerns regarding account [redacted].  Mr. [redacted] stated this account is supposed to
be closed; however, he is receiving collection calls regarding the
balance. 
 
According to
our records, account [redacted] is in...

process of closing.  We ask that Mr. [redacted] please allow 7-14
business days for processing.  We have
placed a temporary cease communications on the telephone numbers associated
with the account to prevent further collection efforts. 
 
Conn’s values Mr.
[redacted] as a customer and sincerely apologizes for any inconvenience he has
experienced due to this matter.  Thank you,Cheryle [redacted]

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 Ms. [redacted] concerns regarding account [redacted].  Ms. [redacted] stated she would like the NSF fees returned that assessed with one of her payments.    According to our records, Ms. [redacted] scheduled a payment in the amount of $188.62...

through Conn’s online webpay on July 15, 2016.  On July 27, 2016 that payment was returned by Ms. [redacted]’ financial institution due to insufficient funds.  We have included a copy of Ms. [redacted]’ payment confirmation for her records.    Conn’s respectfully disagrees that we should refund the NSF fees in the amount of $75.00 as Ms. [redacted] entered the payment information.    Conn’s values Ms. [redacted] as a customer and appreciates her for bringing her concerns to our attention.    Thank you, Cheryle [redacted]

"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
Read More Customer Complaints:
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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.  
For the 2nd time, Conns isn't answering my complaints, they keep saying the same thing over and over. Conns says I didn't call after the first delivery, and I did complain after the first delivery was delivered 3 weeks early. I called David and delivery, and corporate. This is going to cost me more to paint these rooms since I have to pay the painters to move all of the furniture out of these 3 rooms, when they would have been empty had the delivery been around February 8th when salesman David told us it would. Cost = $350
Conns isn't responding to the fact that my family went 12 days with out any living room furniture. Cost $120
Conns has not addressed the issue that I received a total of 5 deliveries. This is excessive and cost me time. I lost time from work for the excessive deliveries, 19 hours. Cost $401.85
Conns has not address their lack of customer service shown by the fact that I had to make so many call and talk to over 5 different people. I lost time from work and ran up my minutes from all the correspondence, 53 phone calls for a total of 549 minutes. Time cost $193.52, phone minutes cost $192.15
I was paying interest on items I didn't even have. Cost 96.25
I faxed this to the number they gave me and I have a confirmation of completion of the fax. They added property insurance in the amount of $493.54 when I told them this furniture was covered under my home owners and I sent the declaration page from my insurance company USAA, and they still refuse to take this charge of $493.54 off my account. Cost $493.54
The total cost to me that their actions cost me is $1847.31.

Thank you for the opportunity to respond to Mr. [redacted]’s additional comments. We spoke to Tim [redacted] (warehouse manager) who stated Mr. [redacted] was made aware he did not have any warranty to continue with service and would responsible for any out-of –pocket expense. However; Mr. [redacted] never came into the store to pay for service therefore no parts were ordered to continue with repairs. The manager also stated that he was in contacted with Mr. [redacted] personally as he was former employee and notified him that that he was unable to locate the unit as it may have been disposed of after remaining unclaimed in service for several months. He offered to issue a refund for the cost of the unit however; he stated Mr. [redacted] has not contacted him since this issue occurred in 2015. We have no records showing Mr. [redacted] has attempted to contact us regarding this matter prior to receiving his initial complaint dated 7/15/2016. At this time we are unable to honor Mr. [redacted]’s request however; Conn’s is willing to issue a refund for the cost of the unit. Again, if additional coverage was purchased, Mr. [redacted] would ONLY receive the amount he originally paid as an exchange/refund would not exceed the original purchase price of the covered product. We have submitted a concession for $50.00 (which is the original amount Mr. [redacted] paid for his unit) to be mailed to the address listed on file; no additional credit is owed. We ask to please allow 7-10 business days to receive the check.  Kind regards, Dyeisha [redacted]Customer Relations

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11718711, and have determined that this proposed action would not resolve my complaint. As soon as said items are replaced and I can keep the items for more than a month without them breaking or falling apart I will mark this clear. Until then,.....  
Regards,

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.    We researched Ms. [redacted]’s complaint and found that she was contacted by upper management and we were able to reach a mutual agreement regarding her concerns. We were able to confirm that Ms. [redacted]’s sleeper sofa was damaged during the delivery and agreed to issue a concession for damages. We also agreed to issue a credit for damages to her washer and dryer. Ms. [redacted] has agreed to the concession offered and has been made aware that we will mail her a check refund for $300 to the address she provided.   We sincerely apologize for any inconvenience Ms. [redacted] experienced during this process.   Conn’s values Ms. [redacted] as our customer and appreciates her for bringing this matter to our attention.     Sincerely, Conn’s Inc.

Thank you for the opportunity to respond to Mrs. [redacted]'s additional comments. We have attached photo's taken by the serviceman before and after the new cushions were installed on both the sofa and loveseat. As shown, the cushions were properly installed and the serviceman reported both units were up to the manufacturer's specifications. The photos Mrs. [redacted] provided shows signs of normal wear and tear which would have not been covered under the Terms and Conditions of he manufacturer's warranty.  As mentioned in our previous responses; Mrs. [redacted] manufacturer's warranty expired as of 1/31/16 therefore we are unable to continue with further repair needs. If we may be of further assistance, Mrs. [redacted] may contact us at 1-866-765-1513. Kind Regards,Dyeisha W[redacted]Customer Relations

Thank you for the opportunity to respond to Mr. [redacted]’s concerns regarding account [redacted]  Mr. [redacted] stated his account should be paid in full but it remains open.    According to our records, Mr. [redacted] signed a 32-month retail installment contract on November 24,...

2013.  That contract included our 12-month no-interest financing promotion (“cash-option”).  The “cash-option” amount was $4103.53.  Per the terms of the signed “cash-option” agreement, the “cash-option is void if  the minimum monthly payment is not paid within 10 days of the scheduled due date or the unpaid portion of the “cash-option” is not paid within 10 days of the “cash-option” expiration date. Mr. [redacted] submitted a request to cancel the property insurance on his account on June 24, 2014 we complied with that request. This brought the “Cash-option” amount to $39.29.41.  Credits in the amounts of $79.99 and $50.00 were applied to Mr. [redacted]’s account for the delivery fee.  This brought the “cash-option” amount to $3799.42.  Mr. [redacted] paid a total of $2998.82 on the account during the “cash-option” leaving a remaining balance of $800.60 due on or before the “cash-option” expiration date.  We are unable to honor Mr. [redacted]’s request to close the account because the total “cash-option” amount was not paid in full on or before the “cash-option” expiration date     On April 17, 2015 we received a request from Mr. [redacted] to cancel the retail service agreements (RSA) he purchased.  Since the request was made after 30 days of purchase, he received a pro-rated refund based on the time expired from the original date of purchase, less the cancellation fee and less the cost of any claims paid prior to the cancelation request.  A credit of $339.26 was applied to the account for the RSA’s on April 21, 2015.  We have attached copies of Mr. [redacted]’s signed retail installment contract, signed “cash-option” acknowledgement page and payment history for his records.    Conn’s is obligated to report factual information to the credit bureaus and we are unable to remove the negative credit marks or the charge-off status assessed on the account due to payments not being made timely.    Conn’s appreciates Mr. [redacted] for bringing his concerns to our attention.   Thank you, Cheryle [redacted]

Thank you for the opportunity to respond to Mr. [redacted]’s additional comments.  As of 9/28/16, Mr. [redacted] has been contacted and a mutual agreement has been reached.  We appreciate Mr. [redacted] as a valued customer and for bringing his concerns to our attention.  Again, we sincerely apologize to Mr. [redacted] for any inconvenience he has experienced during this process.    If we may be of further assistance, Mr. [redacted] may contact our Customer Service Department at 1-877-358-1252.  Kind regards,  Jana A[redacted]