Alan J. Slobodnik, M.S.W.

[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.

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to Mrs. [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, Mrs. [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.  Mrs. [redacted] has stated in the complaint: 1)      When her television was delivered the unit was not taken out of the box to be inspected and later found the screen was cracked; and 2)       She is requesting an exchange.       Our investigation reveals that: 1)    Mr. [redacted] ‘s delivery receipt was signed acknowledging the unit was inspected and was aware no damage or price concession would be given for damages found after delivery; and 2)    Mr. [redacted]s television was approved for an exchange under the Terms and Conditions of the Repair Service Agreement Plan.     Our records show on 6/24/17, Mr. [redacted] purchased a 55” [redacted] 4K TV and elected to purchase a 36-month Repair Service Agreement with Accidental Damage Coverage. Mr. [redacted]s television was delivered and signed acknowledging the item was thoroughly inspected and received in good order on 6/26/17.   We researched Mrs. [redacted]s complaint and found that she contacted our service department on 7/3/17 stating when she opened the box the screen was cracked on the television. An assessment call was scheduled for 7/6/17 to determine the cause of the reported damages, and Mrs. [redacted] was instructed to provide photos of the damaged unit.   After further review of the photos provided by Mrs. [redacted], she was contacted on 7/12/17 and made aware that the television was approved for an exchange under the Terms and Conditions of the Repair Service Agreement Plan.   Our records show a new television was delivered and received in good order on 7/13/17. We have no records showing that Mrs. [redacted] has contacted us regarding any further issues she is experiencing since the new television was delivered.   Conn’s values Mrs. [redacted] 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.  
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.

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

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,

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 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 Mrs. [redacted]’s complaint.  We researched Mrs. [redacted]’s complaint and found her issue has been addressed.  Our records show an exchange was approved for Mrs. [redacted] to replace her bed rails; however as a gesture of goodwill we agreed to exchange...

Mrs. [redacted]’s bed frame which includes (headboard and footboard).   Mrs. [redacted] was issued a credit up to the original amount she paid which was $384.00 ($80.00 rails, $130.00 footboard, and $174.00 headboard) to re-select a new bed.  Again, we sincerely apologize to Mrs. [redacted]r for any inconvenience she experienced during this process.  Mrs. [redacted] may visit her nearest Conn’s location to initiate her exchange and schedule delivery.                      If we may be of further assistance, Mrs. [redacted] may contact Customer Service Department at 1-877-358-1252. Kind regards,  Jana [redacted]

Thank you for the opportunity to respond to Mr. [redacted]
complaint.  Our records show on 7/22/12, [redacted] purchased
a [redacted] refrigerator with a (48-month...

Repair Service Agreement).  Mr.
[redacted] signed invoice indicates at the time of purchase he acknowledged he
was provided a copy of the Repair Service Agreement brochure and that he
understood the coverage associated with the product.  [redacted] elected
to have his refrigerator delivered; we show Mr. [redacted] delivery was completed
on 7/22/12.
After researching Mr. [redacted] complaint we found he contacted our
service department on 5/28/15; stating his
refrigerator was not cooling.  Based on the problem description with Mr.
[redacted] refrigerator parts were ordered; we show the parts became available on 6/03/15 and [redacted] was
scheduled for service on 6/09/15.  Prior to Mr.
[redacted] service appointment on 6/09/15; there was an incident which resulted in the technician not being available and Mr. [redacted] service
appointment was re-scheduled for Saturday 6/13/15 to have the technician
replace and install a new control board and damper. Our records show the
service order was completed.  We
attempted to contact [redacted] to follow up with his service call, but we were
unsuccessful in our attempt. 
We sincerely apologize for any inconvenience that [redacted] has
experienced during this process.  If we may be of further assistance, [redacted] may contact our Customer Service Department at [redacted].
 
 
Kind regards,
 
Kathryn J[redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s
complaint.  Mrs. [redacted] has been contacted and her concerns have been
addressed. Our records show an exchange was approved for Mrs. [redacted] on 6/05/15to replace her mattress; Mrs. [redacted] was given a credit up
to the original...

amount paid.  We show Mrs. [redacted] chose a washer instead
which was delivered and received on 6/07/15in good order.  We sincerely apologize for any
inconvenience Mrs. [redacted] has experienced during this time.
If we may be of further assistance, Mrs. [redacted] may contact
our Customer Service Department at 1-877-358-1252.
 Kind regards,
 
Kathryn J[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]

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 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]

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.

Thank you for the opportunity to respond to Mrs.
[redacted]’s concerns regarding account #[redacted]. 
Mrs. [redacted] stated she purchased a dishwasher in April 2015; however,
the machine was broken when she attempted to install
it.
 
According to our records, Mrs. [redacted] purchased her...


dishwasher on April 4,
2015 and accepted delivery of the unit on April 7, 2015.  On April 13, 2015, Mrs.
[redacted] called and stated the unit was damaged. 
A service technician was sent to inspect the unit on April 25, 2015 and
ordered a part to repair the unit.  The
service center received the part on April 29, 2015 and contacted Mrs. [redacted] on April 30, 2015 to
schedule an appointment to repair the unit. 
The repair was scheduled for May 9, 2015; however, Mrs. [redacted] contacted us on May 7, 2015 and stated
she did not want the unit to be repaired and the service order was canceled.
 
On
May 7, 2015,
Mrs. [redacted] was transferred to customer service after she canceled the service
order and verbally agreed to a voluntary repossession because she no longer
wanted the unit.  On
May 18, 2015 we
confirmed the unit was picked up from Mrs. [redacted]’s home as per the voluntary
repossession guidelines. 
 
As a one-time offer and a
goodwill gesture, we agree to honor Mrs. [redacted]’s request to accept the
dishwasher as a return instead of a voluntary repossession due to the
misunderstanding.  Please allow 7-10
business days for the return to process and the account to close.  Mrs. [redacted] will receive a close-out letter
in the mail within 30-days of the account closing for her records. 
 
We value Mrs. [redacted] as a
customer and sincerely apologize for any inconvenience she has experienced due
to this matter. Thank you,Cheryle [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]

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.

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to Mrs. [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, Mrs. [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.    Mrs. [redacted] has stated in the complaint: When her refrigerator was delivered it has scratches and dents on the unit;She was scheduled for service on 12/21/17 but no one showed up; andShe is requesting to have the refrigerator exchanged or receive a refund.   Our investigation reveals that: At the time of delivery no issues were reported and all items were signed as received in good condition;Mrs. [redacted]’s initial service appointment was rescheduled due to a scheduling conflict with our 3rd party technician; andMrs. [redacted]’s refrigerator was approved for an exchange.   Our records show on 5/20/16, Mr. [redacted] purchased a [redacted] French Door refrigerator and elected to purchase a 48-month Repair Service Agreement Plan. Mr. [redacted]’s refrigerator was delivered on 5/21/16 and signed acknowledging the item was inspected and no issues were found.   After researching Mrs. [redacted]’s complaint we found that she first contacted our service department on 7/22/17 stating that the refrigerator is not cooling. A service appointment was scheduled for 7/24/17. During the inspection the technician found the unit was not cooling due to a leak in the drier. The technician reported that he replaced the drier and the unit was functioning properly.   We show Mrs. [redacted]’s contacted our service department again on 12/16/17 stating the refrigerator is not cooling or freezing. A service appointment was original scheduled with a 3rd party technician for 12/21/17; however, due to a scheduling conflict the technician was unable to inspect the unit that day and Mrs. [redacted]’s appointment was rescheduled for 12/27/17. During the inspection, the technician found the seal system was not functioning. Mrs. [redacted]’s was contacted and informed that the refrigerator was approved for an exchange under the terms and condition of the Repair Service Agreement Plan.   Our records show Mrs. [redacted]’s initiated her approved exchange on 1/1/18 and re-selected a [redacted] French Door refrigerator which was delivered in good condition on 1/2/18.   Conn’s value Mrs. [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 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 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]