Alan J. Slobodnik, M.S.W.

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]

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint.  Our records show on11/27/14, Mrs. [redacted] purchased a [redacted] dishwasher that came with a limited 1-year manufacturer warranty; no additional RSA coverage was purchased through Conn’s. We researched Mrs....

[redacted]’s complaint and found she contacted us on 8/05/15; stating the dishwasher was not draining.  A service call was scheduled for 8/13/15; during the inspection the technician found the pump assy needed to be ordered.  The technician ordered the part on8/15/15 and it became available on 8/24/15; the technician completed the repairs by installing a new pump assembly on 9/03/15.   Mrs. [redacted] contacted us again; stating the unit was leaking water.  We submitted Mrs. [redacted]’s information to [redacted] (the manufacturer) for service review for a possible exchange; however our claim was denied and we were instructed to continue with repairs.   If we may be of further assistance, Mrs. [redacted] may contact Customer Service at [redacted].Kind regards,Jana A[redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint. Our records show on 2/23/16, Mrs. [redacted] purchased a ** Chest Freezer and a [redacted] French Door Refrigerator and she received free delivery with her qualified purchase; no delivery fee was charged. Mrs. [redacted]’s delivery...

was scheduled for 2/24/16; during delivery the refrigerator was damaged and she was offered a $200 concession for the damages. Our records show the concession has been submitted and is currently processing. We ask to allow 7-14 business days for the amount to reflect on Mrs. [redacted]’s account; no further credit is due. We sincerely apologize for any inconvenience Mrs. [redacted] experienced as a result of the delay. If we may be of further assistance, Mrs. [redacted] may contact us directly at 1-866-765-1513. Kind regards, Dyeisha [redacted]

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]

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

Thank you for the opportunity to respond to Mr. [redacted]’ additional comments. Prior to receiving Mr. [redacted]’ complaint, he has never mentioned any damages caused by Conn’s serviceman during any visit to his residence for inspections or repairs. As mentioned in our previous response, we have ordered the parts from the manufacturer to repair the sofa and loveseat. Once Mr. [redacted]’ received the parts, he may contact our Service Department at 1-855-266-6349 to schedule an installation date. Also, Mr. [redacted] mentioned in original response that he regularly sleeps on his furniture. We do not recommend that consumer sleep on the furniture as the unit will begin to display early signs of wear and tear. The seat cushions are generally made with denser foam and are not designed to withhold long periods of body impression.  If we may be of further assistance, Mr. [redacted] may contact Customer Service at 1-877-358-1252  Kind regards, Dyeisha [redacted]

Thank you for
the opportunity to respond to Ms. [redacted]’s concerns regarding account
[redacted].  Ms. [redacted] stated she
called to have her payment due date changed to the first of each month. 
 
According to
our records, Ms. [redacted] signed a 30-month retail...

installment contract on
July 18, 2015.  She agreed to have her
minimum monthly payment due on the 25th of each month.  On October 19, 2015 Ms. [redacted] called to
schedule the payment that was due on September 25, 2015.  At that time she requested the payment due
date be moved to the 1st of each month.  We were unable to honor that request because
the account was considered past due at that time. 
 
Once September’s
payment posted to the account, we were able to honor Ms. [redacted]’s request
and her due date has been moved to the 1st of each month with the
next payment being due on November 1, 2015. 
As of November 5, 2015, a late payment fee has not been assessed on the
account for the October payment.  We have attached a copy of Ms. [redacted]'s payment history for her records. 
 
We value Ms.
[redacted] as a customer and appreciate her for bringing her concerns to our
attention.  Thank you,Cheryle [redacted]

Thank you for the opportunity to respond to Mr. [redacted] complaint.  Our records show that on 2/12/17 Mr. [redacted] purchased a ** Refrigerator which include a limited one year manufactures’ warranty.  Mr. [redacted] declined to purchase an additional Repair Service Agreement through Conn’s...

HomePlus.   Mr. [redacted] received a copy of the Return and Exchange Policy at the time of purchase.  Our Return and Exchange Policy states: A consumer has 30-days from the date the item is received to return or exchange appliances and electronics with the required 15% restocking fee and 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 signed her invoice acknowledging that she received a copy of Return and Exchange policy.  Mr. [redacted] refrigerator was delivered on 2/13/17 as promised.After further review we show that Mr. [redacted] first contacted us on 2/14/17 stating that the refrigerator was not cooling.  Mr. [redacted] was scheduled for service inspection on 2/15/17.  On 2/15/17, our delivery team went out to access the refrigerator and determined that it was not cooling and could not be repaired; an exchange request was submitted and approved under the terms of the return and exchange policy, due to the product failing within 24 hours. On 2/19/17 Mr. [redacted] received a new refrigerator and it was delivered and received in good working order with no damages or malfunctions reported. If we may be of further assistance, Mr. [redacted] may contact our Customer Service Department at 1-877-358-1252.  Kind regards, Kristal [redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint.  Our records show on 11/22/16, Mrs. [redacted] purchased a [redacted] side by side refrigerator that came with a limited 1-year manufacturer’s warranty.  Mrs. [redacted] declined to purchase additional RSA coverage through Conn’s...

HomePlus.  Mrs. [redacted] received a copy of Conn’s Return & Exchange Policy at the time of purchase.  Our Return & Exchange Policy state: A consumer has 30-days from the date the item is received to return or exchange (appliances and electronics) with the required 15% restocking fee and 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.  Mrs. [redacted]’s refrigerator was delivered on 11/23/16 as requested. We researched Mrs. [redacted]’s dispute, and found that she contacted us on 11/25/16; stating the ice-maker was not making ice.  A service call was scheduled for 11/30/16; during the inspection the technician found a new water line and fill tube was needed.  On 12/01/16, the technician ordered the part needed.  On 12/02/16, the dispatcher attempted to contact Mrs. [redacted] to schedule an appointment; however the call was disconnected and dispatcher sent Mrs. [redacted] a text message regarding service.  On 12/05/16, the dispatcher called all number associated with Mrs. [redacted] to schedule an appointment to install the parts and also sent a text message.  On 12/06/16, the dispatcher called Mrs. [redacted] and she disconnected the call.  Mrs. [redacted] later contacted us on 12/06/16; stating she did not want to continue with service, therefore her service order was canceled.   Although we are unable to honor Mrs. [redacted]’s request to exchange her refrigerator; Conn’s is willing to continue with repairs.  If we be of further assistance, Mrs. [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.  
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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[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.

Thank you for the opportunity to respond to Mrs. [redacted] complaint. Our records show on 4/22/16, Mr. [redacted] purchased a [redacted] dishwasher which comes with a 1-year limited manufacturer’s warranty; no additional coverage was purchased with Conn’s. We researched Mrs. [redacted] complaint...

and found on 8/1/16, the manufacturer approved Mr. [redacted] for an exchange on his dishwasher due to repair delay. Our records show we no longer carried the same model Mr. [redacted] originally purchased therefore; he was approved an in-store credit for up to $799.97 (which is the original amount paid) to re-select a new dishwasher. We show Mr. [redacted] elected a different [redacted] dishwasher for $699.97 which was delivered and received in good order on 8/5/16. Although Mrs. [redacted] is outside of our Return and Exchange policy period, Conn’s has agreed to issue a refund for the difference as a gesture of goodwill. We have submitted a credit of $108.25 to be processed to Mr. [redacted] account; please allow 7-14 business days for the credit to post. If we may be of further assistance, Mrs. [redacted] may contact us at 1-866-765-1513 Kind regards, Dyeisha [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaintThey have stated my account is delinquent because of NSF, when in actuality the credit card information to that was given to them was entered INCORRECTLY multiple times by their customer service agents, and the lack of communication from departments. I have requested the insurance information , and have yet to receive it. I would like a phone call from from an account supervisor in escalated matters. 
Regards,

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint. We researched Mrs. [redacted]’s complaint and found that her issue is listed under a different customer’s account. Although we are unable to discuss any account with Mrs. [redacted], we will mail the account holder our response regarding...

this matter to the address we have listed on file. If we may be of further assistance, Mrs. [redacted] may have the account holder contact us at1-866-765-1513. Kind regards, Dyeisha W[redacted]

Thank you for the opportunity to respond to Ms. [redacted]’s additional comments.  As mentioned in Ms. [redacted]’s original response that was received on 2/27/18; on 7/04/15 Ms. [redacted] purchased a [redacted] Counter table that consisted of a table top and leg along with (4) [redacted] cherry counter chairs.  An exchange was later approved on 6/14/17 due to the table being uneconomical to repair.  Ms. [redacted] was given a in-store credit up to the original amount she paid on her dinette table (top and leg) which was $259.99 to reselect a new dinette table.  Ms. [redacted] has been advised on multiple occasions that we are unable to issue an exchange on her chairs, since she did not originally purchase the table and chairs as a set and no service issues were reported with her chairs.  Ms. [redacted] may contact Conn’s service department at 1-855-266-6349 to schedule an appointment to have her chairs assessed.       In regards to Ms. [redacted]’s loveseat; she is scheduled to be assessed on 3/12/18.  Once the serviceman assess her loveseat and we receive his service report; we will be able to determine what further action is needed.    Again, at this time we are unable to honor Ms. [redacted]’s request to exchange her chairs.  Ms. [redacted] has been approved for an in-store credit up to the original amount she paid on her dinette table (top and leg) which was $259.99 to reselect a new dinette table.  She may visit her local Conn’s location to initiate her exchange.   Conn’s value 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 mentioned in our original response that 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. During the last service appointment dated 4/20/17, we sent out a different serviceman who reported that he successfully installed the new mechanism to complete the repairs. However; no rips or further damages were reported at the time. Again, Mrs. [redacted]’s furniture does not meet the qualifications for an exchange. If Mrs. [redacted] has any additional concerns she may contact our Service Department at 1-855-266-6349 If we may be of further assistance, Mrs. [redacted] may contact our Customer Service Department at 1-877-358-125  Kind regards, Dyeisha [redacted]

Thank you for the opportunity to
respond to Mr. [redacted]s complaint. Our records show on 5/30/15, Mr. [redacted]
purchased the [redacted] dining furniture which consists of...

eight pieces
(table top, table legs and six chairs) and elected to purchase a 48-month
FurnitureGard Plan on all pieces. Mr. [redacted]s delivery was scheduled and
received in good order on 5/31/15.
We researched Mr. [redacted]s complaint
and found he contacted our service department on 6/10/15 stating the table top
has a hump on the wood and the varnish is coming off. Mrs. [redacted] also reported
the material was coming off the seat cushion of his chairs exposing the wood. A
service appointment was scheduled for 6/17/15, during the inspections the
serviceman found the table with several scratches and nicks and the vainer
lifting. The serviceman also reported that two chairs had fabric coming off.
After reviewing the serviceman finding and photos provided, Conn’s agreed to
issue an exchange for the table and order additional fabric and pads for the
two chairs. Mrs. [redacted] new table was delivered and received in good order on
6/24/15. Our records show prior to receiving the parts to repair the chairs,
Mr. [redacted] contacted our service department again on 7/1/15, stating the new
table he received is doing the same as the previous table.  Instead of sending a serviceman out to
reassess the table, on 7/2/15 Conn’s agreed to issue an exchange only under the
Terms and Condition of manufacturer’s warranty to re-select and also included
all six chairs as a gesture of goodwill. Mr. [redacted] received a store credit in
the amount of $820.00 (which is the original amount paid) to re-select any
furniture prices.
We attempted to contact Mr. [redacted]
on 8/31/15 to discuss his concern but we were unsuccessful and left a voice
message to return our call. After further reviewing Mr. [redacted] service history,
Conn’s has agreed to return the dining set an issue a full refund. Mr. [redacted]
is currently scheduled to have his item picked up by Conn’s delivery team on
9/1/5. Mr. [redacted] may visit his nearest Conn’s to process the refund back to
the [redacted] Card used to make his initial purchase. We sincerely apologize for any
inconvenience Mrs. [redacted] experienced during this process.
If we may be of further assistance, Mr.
[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 on10/30/16, Mr. [redacted] purchased the [redacted] Youth bedroom furniture which consists of five pieces (upper head/footboard, lower head/footboard, ladder rails, slats and trundle) which come with a...

1-year limited manufacturer’s warranty. Mr. [redacted] elected to pickup his items from our warehouse located in Dallas, TX the same day. However; upon arrival the ladder rails were not available for immediate pickup. Mr. [redacted] was advised that he would be contacted once the ladder rails became available for pickup. We show Mr. [redacted] picked up his remaining items and signed his pickup slip acknowledging the items were received in good order.   Mr. [redacted] has been contacted and we have addressed his concerns. If we may be of further assistance, Mr. [redacted] may contact us at1-866-765-1513.         Kind regards, Dyeisha W[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 reject the response because I spoke with 3 different people in June 2016 with instructions and information regarding the extension. I specifically asked how it would affect my credit report and the 1st agent says it would not affect me. I wasn't confident with the 1st representative answer because they provide incorrect information.   I called back with the same response then when the contractors found more to do in the house I needed to request Conn's assistance again. Although we would have to stay in efficiency apartment another month I would use their funds to pay Conns because I did not trust the appearance of mold/fungus in the house. I was in the process of being pre-approved to purchase another home then sell the existing home so the 30 days & 60 days stopped the process. So I called again to ask if it would be possible to update the information but left the negative which is incorrect (06/30 days derogatory entry). The negative still lowered the credit score. It should have been removed then reported the account positive/good standing. They will call you 8 times a day with auto dialer from several different numbers until 9:00pm at night. As a very Loyal customer and over 10 accounts over the past 11 years with excellent pay history they should verify data such as: extensions and notations on the account before ruining their credit.
Regards,

Thank you for the opportunity to respond to Mr. [redacted]’s complaint.  As stated in our previous response our records indicate that his signed invoice verifies that he received a copy of Conn’s return and exchange policy. We have also confirmed that Mr. [redacted] signed a voluntary repossession form and returned the television to our Conn's located in Gastonia, NC. At this time Mr. [redacted] is will still be responsible for any residual balance remaining on the account.    Kind regards, Kristal [redacted]