Alan J. Slobodnik, M.S.W.

Thank you for the opportunity to
respond to Mr. [redacted]’ complaint. Our records show on 5/20/14, Mr. [redacted]
purchased (sold as is) floor model LG French Door refrigerator which was...

sold
at a discounted price of $1450.00 and elected to purchase a 24-month Repair
Service Agreement Plan. Mr. [redacted]’ refrigerator was delivered and signed as
received in good order on 5/31/14; no problems were reported regarding damages
or installation.
We researched Mr. [redacted]’ complaint
we found he contacted our service department on 8/17/15 stating his
refrigerator was not cooling. A service appointment was scheduled for 8/18/15;
during the inspection the technician reported the refrigerator had an internal
freon leak which is non-repairable.  After
reviewing the technician’s findings, Conn’s approved an in-store credit to
re-select any item for up to $1450.00 under the Terms and Conditions of the
Repair Service Agreement Plan.  Based on
the information Mr. [redacted] provided in his complaint we have agreed to send
another technician to inspection his refrigerator for possible repairs. Mr.
[redacted]’ has been contacted and a service appointment is scheduled for 9/11/15.
If we may be of further assistance, Mr.
[redacted] may contact Customer Service at [redacted].
Kind regards,
Kathryn J[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 would hope that someone - anyone- could come to the understanding that if any of Conn’s rationale or "evidence " had come to fruition or made sense then I would OBVIOUSLY not be wasting my time, especially around the holi[redacted]s when I am Permanently Disabled on this.  They are not an honest company and how convenient that they claim to have "closed my account" but I get calls and mailings from them constantly.  If this needs then be an issue of discrimination based on disability and or s duality then that is fine.  It's a waste of people's time and money, not ours, to be rude and difficult and NOT DO THEIR JOB.  I have absolutely NO PROBLEM standing up for myself and my family if we are being taken advantage of and treated rudely which is exactly what has been happening.  I will also go to the news if needed.  I am grateful for the Revdex.com because it does sure bring True Colors to the table and I WILL NOT APOLOGIZE for my disability.   SHAME ON YOU AND EVERYONE who treats disabled folks like myself and their families the way that Conn’s has treated us.  Again. I have always said that we have no problem doing our part as a customer as long as the business, Conn’s, does their part. WHICH THEY HAVE NEVER DONE.  The news is very quick at spreading the Good Word.   Happy New Year.  [redacted]
Regards,

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to the concerns Ms. [redacted] has regarding account(s) [redacted]. 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: Insurance overpaid her account; and She would like the refund sent to her. Our investigation reveals that: Ms. [redacted] filed an insurance claim on September 5, 2017; her claim was approved and we are in the process of completing her refund request. According to our records, Ms. [redacted] filed an insurance claim on September 5, 2017.  Her claim was approved and the insurance paid her account balance in full on November 10, 2017 with a residual balance due to Ms. [redacted].  Conn’s is in the process of calculating the full overpayment amount.  It will take additional 5-7 business days to calculate the refund and 7-10 days for the refund check to be issued to Ms. [redacted]. Conn’s values Ms. [redacted] as a customer and sincerely apologizes for the delay.

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to the concerns Mr. [redacted] has regarding account(s) [redacted] and [redacted]. We have a more than *20-year history of quality customer service and satisfaction, and I would not want anything to impair that record. Our contact...

information is located on Mr. [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 *-877-358-*252, or on-line at www.conns.com.    Mr. [redacted] stated in his complaint that: he called in 20*7 to pay off his accounts; Conn’s would not take his payments; and he would like the accounts removed from his credit report. . Our investigation reveals that: Mr. [redacted] contacted Conn’s on May 3, 20*7 and was informed his accounts were sold; Once an account is sold, Conn’s no longer services the account; and Conn’s is obligated to report factual information to the credit bureaus and we are unable to remove the delinquent status of the account due to payments not being made timely. According to our records, Mr. [redacted] signed a 24-month retail installment contract on July 4, 20*3.  That contract created account [redacted]0 and he agreed to have his minimum monthly payment of $37.59 due on the *6th of each month.  Our records further indicate Mr. [redacted] signed an 18-month retail installment contract on October 18, 2013.  That contract created account [redacted] and he agreed to have the minimum monthly payment of $30.51 due on the18th of each month. On June 30, 2014 accounts [redacted]0 and [redacted] were charged off due to payments not being made timely.  The accounts were sold to [redacted] on September 17, 2014. Once an account has been sold, Conn’s no longer services the account.  Mr. [redacted] contacted Conn’s and was advised that his accounts were sold to [redacted].  He was informed that since the accounts were sold, Conn’s was unable to service the accounts and he was given the phone number to contact [redacted].  Mr. [redacted] will need to contact [redacted] in order to assist him with the accounts.  He may reach them by calling [redacted].  Conn’s is obligated to report factual information to the credit bureaus and we are unable to remove the sold status of the accounts due to payments not being made timely.  If his credit reports reflect anything other than sold, he may fax a copy of his credit report to [redacted] for further review. Conn’s appreciates Mr. [redacted] for bringing his concerns to our attention.

Thank you for the opportunity to respond to [redacted] complaint.  We researched [redacted] complaint and issued has been addressed and resolved.  Our records show on 9/21/15, [redacted] delivery was completed; she received her Visions bunk bed set and mattresses in good...

order.  Also, [redacted] has been contacted and advised a concession in the amount of $635.60 has been processed to her Conn’s account.  We ask that [redacted] allow 7-10 business [redacted] for the credit to post to her account.  We sincerely apologize to [redacted] for any inconvenience she has experienced during this process.     If we may be of further assistance, [redacted] may contact our Customer Service Department at 1-877-358-1252.  Kind regards,  Jana A[redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint. Our records show on 8/25/13, Mrs. [redacted] purchased a [redacted] French Door refrigerator and elected to purchase 36-month Repair Service Agreement Plan which expired on 8/25/16.   We researched Mrs. [redacted]’s service...

history and found that she only has one completed service call for her [redacted] refrigerator which was dated 6/26/16. Mrs. [redacted] contacted our service department on 6/26/16; stating refrigerator was not cooling. A service appointment was scheduled for 6/29/16 however; the appointment was re-scheduled for 7/1/16 due to the technician in her area became ill.  On 7/1/16; the service technician inspected her refrigerator and found the evaporator assembly cover had to be replaced.  The parts were order and Mrs. [redacted]’s refrigerator was repaired on 7/19/16.  We have no further records showing that Mrs. [redacted]’s has contacted our service department regarding additional repairs needs prior to the Repair Service Agreement expiration date of 8/25/16.   At this time we are unable to honor Mrs. [redacted]’s request; based on the technician’s report the service was completed on 7/19/16. Although Mrs. [redacted]’s refrigerator is no longer covered under warranty, she may contact Conn’s service department at 1-855-266-6349 and receive an estimate if she is in need of further service.     If we may be of further assistance, Mrs. [redacted] may contact us at 1-866-358-1252.     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 complaint.  
There has been no resolution to horrible customer service and complete indifference to my wasted time and energy, trying to have something taken care of that I paid extra for.  I didn't even hear from the business nor did they attempt to resolve the ongoing customer service issues until moments before they contacted the Revdex.com to claim this was resolved. Other consumers have a right to know there is no accountability in the Conn's Customer Service and Service Department as well as complete indifference from their so called management team (phone calls are never returned and no one is accountable for employees hanging up on you, swearing at you and lying to you).   
Regards,

Thank you for the opportunity to respond to Mr. [redacted] concerns regarding account [redacted].  Mr. [redacted] stated he is being charged double interest on his account when it was supposed to be interest free.   According to our records, Mr. [redacted] signed a 32-month retail installment...

contract on August 27, 2015.  That contract included our 12-month no-interest financing promotion (“cash-option”).  Mr. [redacted] agreed to have the minimum monthly payment due on the 6th of each month.  On October 3, 2015, Mr. [redacted] requested to have his due date changed to the 15th of each month.  That request was completed.  On May 19, 2016, Mr. [redacted] requested his due date be changed to the 18th of each month.  As a gesture of goodwill, the second request to change Mr. [redacted] due date was processed.   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 the unpaid portion of the total cash-option price is not paid within 10 days of the expiration date. Mr. [redacted] ‘cash-option” was void due to payments not being made timely on the account.  We have included a copy of Mr. [redacted] signed “cash-option acknowledgment page and payment history for his records.    Conn’s respectfully disagrees that Mr. [redacted] is being charged double the interest on the account.      Conn’s values Mr. [redacted] as a customer and appreciates him for bringing his concerns to our attention.    Thank you, Cheryle [redacted]

Thank you for the opportunity to respond to Ms. [redacted]’ concerns regarding account [redacted]1830.  Ms. [redacted] stated she believes the 30-day credit mark assessed on her account should be removed.   According to our records, Ms. [redacted] signed a 32-month retail installment contract on March...

23, 2016. She agreed to have her minimum monthly payment due on the 7th of each month.  On November 6, 2016, Ms. [redacted] made a payment of $93.07.  That payment credited the account for the payment that was due on October 7, 2016 which is 30 calendar days after the due date.    Conn’s is obligated to report factual information to the credit bureaus and we are unable to remove the negative credit mark assessed on the account due to the payments not being made timely. We have included a copy of Ms. [redacted]’ payment history for her records.   Although Conn’s would prefer to keep the lines of communication open, we have placed a cease communications on the telephone numbers associated with your account.    Conn’s appreciates Ms. [redacted] for bringing her concerns to our attention.

Thank you for the opportunity to respond to Mrs. [redacted]’s additional comments.  As mentioned in Mrs. [redacted] original response; Conn’s agreed to issue a in-store credit for $1,779.98 ($899.99 and $879.99) for Mrs. [redacted] to re-select ANY item(s) in the store up to the original amount ($899.99 and $879.99). After researching Mrs. [redacted]’s complaint we found that we were contacted on4/11/17; Mrs. [redacted] indicated that she wanted to purchase a bunk bed set.  Mrs. [redacted] was informed that the exchange was approved for ANY two items up to the amount she paid.  Mrs. [redacted] was made aware that if she wanted to purchase an entire bunk bed set that a new invoice would need to be created.  Again, Mrs. [redacted] does have the option to re-select up to the amount she paid.  If additional items and warranty coverage is needed; Mrs. [redacted] is responsible to pay the difference.  If we may be of further assistance, Mr. and Mrs. [redacted] may contact our Customer Service Department at 1-877-358-1252.  Kind regards, Jana [redacted]

Thank you for the opportunity to respond to Mrs. Radford’s complaint. We contacted the sales representative who stated he did not promise Mrs. Radford a time-frame for delivery but informed her she could find out if the time she needed is available once she is contacted by the delivery department....

Our records show the delivery department contacted Mrs. Radford on 4/19/17 and informed her that we are unable to offer a preferred time frame. Mrs. Radford is currently scheduled for delivery on 4/20/17between the time-frame of 10:30am – 1:30pm. If Mrs. Radford needs to re-schedule her delivery for a more convenient time, she may contact our delivery department. Conn’s does offer delivery in Mrs. Radford’s area 7-days a week. If we may be of further assistance, Mrs. Radford may contact our Customer Service Department at 1-877-358-125  Kind regards, D[redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint.  Our records show on 11/11/15, Mrs. [redacted] purchased a [redacted] a [redacted] plush queen mattress, [redacted] box spring, a [redacted] sofa, and a [redacted] recliner.  Mrs. [redacted]’s signed invoice indicates at the time of purchase she was provided a copy of Conn’s Return & Exchange Policy 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 **and that a consumer have 30-days to return or exchange (appliances and electronics) with the required 15% restocking fee.Mrs. [redacted] elected to have her items delivered. We researched Mrs. [redacted]’s complaint and found at the time of delivery Mrs. [redacted] received her TV in good order on 11/12/15; however during delivery it was discovered the sofa and box spring was not available and the mattress and box spring were damaged therefore the units were refused and delivery was rescheduled.  We show Mrs. [redacted] received her new mattress and box spring on 11/13/15 in good order; however it was discovered the sofa and recliner Mrs. [redacted] purchased were out of stock the items were cancelled from her invoice and a credit of $2,251.48 was applied to Mrs. [redacted]’s Conn’s account. In regards to Mrs. [redacted] returning or exchanging her mattress; Conn’s have a No Return/Exchange Policy on mattress.  We also confirmed with our merchandising department who confirmed Mrs. [redacted]’s mattress does not qualify for the [redacted] Comfort Guarantee.  Therefore, we are unable to honor Mrs. [redacted]’s request to return or exchange her mattress.  If we may be of further assistance, Mrs. [redacted] may contact our Customer Service department at 1-877-358-1252 Kind regards,  Jana A[redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s additional comments.  As mentioned in Mrs. [redacted]’ original response; a service call was scheduled for and during the inspection the technician found parts needed to be replaced.  The technician ordered the parts and once the parts were available; we attempted to contact Mrs. [redacted] to schedule an appointment to install the new parts.  Our records show we attempted to contact Mrs. [redacted] on12/20/15at 10:42am, but we were unsuccessful and we left a voicemail for Mrs. [redacted] to return our call.  On 12/23/15, 12/24/15, 12/26/15and12/28/15, we attempted to contact Mrs. [redacted] again to schedule an appointment, but again we were unsuccessful and we were unable to leave a message due to Mrs. [redacted]’ voicemail was full.  Due to no response and not hearing from Mrs. [redacted] her service order was cancelled on 12/28/15.  Since Mrs. [redacted]’ last complaint a new service order was created on 1/18/16to schedule an appointment to complete the repairs.  Our records indicate multiple attempts were made to reach Mrs. [redacted], but we were unsuccessful in our attempts.  Therefore, the service order was cancelled.  Mrs. [redacted] will need to contact our service department at 1-855-266-6349to schedule an appointment that is convenient for her. If we may be of further assistance, Mrs. [redacted] may contact our Customer Service Department at 1-877-358-1252. Kind regards,  Jana A[redacted]











1/17/2016

Thank you for the opportunity to respond to **.
[redacted] concerns regarding a credit inquiry. [redacted] stated she has a credit inquiry on her
credit reports from Conn’s, but she did not authorize the credit check. 
According to our records, [redacted] opened a
31-month...

retail installment contract on May 15, 2015.  In order to open the account, a credit check
is processed to determine the credit limit and financing
terms.
We are obligated to report factual information to the
credit bureaus; therefore, we are unable to remove the credit inquiry.
We have attached a copy of [redacted] signed retail
installment contract for her records.  Thank you,
Cheryle S[redacted]

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.  
The exchange was made on 7/20/15 and as of today (7/21/15) is working.  However,  I still believe that having to take my complaint to the Revdex.com to get action says a lot about the type of company they are and the type of customer service they provide.  Thank you Revdex.com for helping to get my situation with Conn's Home Plus taken care of.  If it hadn't been for your help I truly believe that I would still be at battle with this company.

Revdex.com:
This letter is to inform you that Conn's Home Plus has carried out to my satisfaction the resolution it proposed for my complaint, filed on 6/8/2017 and assigned ID [redacted]. Sent: Monday, June 26, 2017 12:08 PM Subject: Complaint ID [redacted]   The company...

finally made an gesture last week, allowing that I could send that unit back or a store credit toward the purchase a new one. No compensation for our expenses, or inconvenience as usual, but as I was in dire need of some resolution, I accepted this arrangement.  In summation, the [redacted] I bought, with 4 yr warranty died, destroying $300 in food, since I didn't get any reply from them for over a week, I spent $114 to rent a refrigerator in the meantime, and then when they DID respond, it cost me over $600 to get a replacement refrigerator.  So while it technically IS "resolved", I still am out $1000 due to the failure of the item. 
Regards,

Thank
you for the opportunity to respond to Mrs. 
Reaves-Bey’s
Synchrony Dispute which was received on 9/14/15; listing her complaint was
regarding service quality.  Our records
show on 7/02/15, Mrs. Reaves-Bey purchased a LG French door refrigerator and
elected to purchase a...

24-month Repair Service Agreement totaling
$2,190.87.  Mrs. Reaves-Bey’s signed
invoice indicates at the time of purchase she acknowledged she was provided a
copy of the Repair Service Agreement brochure and that she understood the coverage
associated with the product; Mrs. Reaves-Bey also signed acknowledging she
received a copy of Conn’s Return & Exchange Policy which states: A consumer have 30-days from the date of
purchase to return or exchange (electronics and appliances) with the required
15% restocking fee.  Mrs. Reaves-Bey
elected to have her refrigerator delivered; which was completed on
7/04/15.   We
researched Mrs. Reaves-Bey’s dispute and found she contacted us on two separate occasions dated on 7/06/15 and 8/25/15; stating the refrigerator’s ice-maker
was not working, water wasn’t dispensing, and the unit was not cooling.  After reviewing Mrs. Reaves-Bey’s service
history Conn’s agreed to exchange her refrigerator due to multiple repairs.  Mrs. Reaves-Bey was contacted on 9/23/15
regarding her exchange approval and advised her new refrigerator is scheduled
to be delivered on Thursday (9/24/15). 
We sincerely apologize for any inconvenience Mrs. Reaves-Bey has
experienced during this process.  If
we may be of further assistance, Mrs. Reaves-Bey may contact our Customer
Service department at 1-877-358-1252.Sincerely, Jana
A[redacted]Customer
Relations
Conn’s
Inc.

CASE ID: [redacted]
 
On July 15, 2015,
you provided the following information:
 



Thank you for the opportunity to respond to Mrs. [redacted]
...

complaint. Our records show on 12/12/14, Mrs. [redacted] purchased an [redacted]
tablet and elected to purchase a 25-month Repair Service Agreement with
Accidental Damage.
 

We reviewed Mrs. [redacted] complaint and found her tablet was
sent to service for repairs on two separate occasions dated (3/19/15 and
6/9/15) due to a cracked screen. We shipped the tablet directly to the
manufacturer to complete repairs. The technician was able to repair the tablet
during the first service call (3/19/15). However; when the tablet was sent
to the manufacturer for repairs on 6/9/15; the parts needed to repair the
unit was no longer available therefore an exchange was approved under the
Terms and Conditions of the RSA/Accidental Damage Plan Number (9) Limits of Liability (ii). Mrs. [redacted] was contacted
and informed she could re-select the same tablet or receive a store credit
for up to $349.99 (which is the original amount she paid) to re-select a
new tablet; however she would be required to purchase additional coverage
on her new unit. Mrs. [redacted] was not satisfied that the RSA/Accidental Damage
Plan would not transfer over to new item and was reminded of the T&C’s:
If a
covered product is replaced under the terms of this Agreement, the
obligations of FWSC and its Administrator shall be fully satisfied, where
allowed by law. Mrs.
[redacted] has been informed that she was granted an exchange through the
RSA/Accidental Damage Plan; the manufacturer’s warranty does not cover
accidental damages and she exceeded Conn’s return policy. Our records show
on 7/11/15, Mrs. [redacted] contacted our customer service department and
requested to receive a refund in lieu of an exchange.  We have processed a request for the
amount of $378.86 to be credited to her Conn’s account; we ask to please
allow 7-14 business days for the credit to reflect on her account.

 

In reference to Mrs. [redacted] pedestals; we
show her delivery was scheduled and received in good order on 6/29/15; no
damages were reported. Mrs. [redacted] signature on her delivery ticket
indicates that she was aware to thoroughly inspect merchandise for damages;
an exchange or price concession will not be approved for damages discovered
after delivery. Mrs. [redacted] contacted the delivery department on 7/10/15
(11-days after receiving delivery) stating the pedestals was damaged during
delivery. Mrs. [redacted] was advised the alleged damages were not reported in
a timely manner and we are unable to determine when damages may have
occurred after delivery was complete; therefore we are unable to exchange
her pedestals.

 

At this time we are unable to honor Mrs. [redacted]
request. 

 

If we may be of further assistance, Mrs. [redacted] may contact
our Customer Service department at 1-877-358-1252.
Kind regards,
Dyeisha W[redacted]

Thank you for the opportunity to respond to [redacted] complaint. Our records show on 6/22/15, [redacted] purchased a [redacted] and [redacted] Queen box spring that comes with a limited manufacturer’s warranty. [redacted] mattress and box spring was delivered and received in...

good order on 6/24/15.We reviewed [redacted] complaint and found he contacted our Customer Service department on 7/16/14 stating he wanted to return his mattress because he was having back pains. [redacted] was informed that although Conn’s has a No Return or Exchange Policy on furniture/mattresses; his mattress does qualify for an exchange under the manufacturer’s 120-day Comfort In-Home Trial. [redacted] was educated as part of the trial offer, the mattress must be in the customer’s home for 30 nights to adjust to the comfort level. As listed on [redacted] 120-day In-Home Trial which can be found on the manufacturer’s and Conn’s website: This trial program is offered exclusively by [redacted] to their retail partners, allowing you to experience your new [redacted] in your home for up to 120 days - and still exchange or return it if you are not completely satisfied*. Once your [redacted] is delivered and set up in your home, sleep on it for a minimum of 30 nights to adjust to a new level of comfort and support. If you are not completely satisfied after the first 30 nights, contact your [redacted] retailer to discuss your options.[redacted] has been informed that he may return or exchange his mattress anytime after 7/24/15 while still under the 120-day trial offer but the box spring is excluded and does not qualify.Although we are unable to honor [redacted] request; he does have the option to return/exchange his mattress only after 30 nights in his home. 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, Dyeisha W[redacted]
Customer Relations










8/3/2015

Thank
you for the opportunity to respond to Mr. [redacted]’s complaint. Our records show
on 11/19/14, Mr. [redacted] purchased the [redacted] furniture set which consist
of three pieces (sofa, loveseat and...

chair) and elected to purchase a 48-month
FurnitureGard Plan on all three pieces.
After
reviewing Mr. [redacted]’s complaint we found he contacted our service department
on 7/11/15 stating the seams are coming undone on all three furniture pieces.
Mr. [redacted] expressed his dissatisfaction with the quality of the furniture and
requested an exchange. However; Mr. [redacted] was informed that we will need to
have a serviceman assess all three furniture pieces to determine what further
actions are required. We show Mr. [redacted] was originally scheduled for 7/31/15
but was contacted by the service provider to scheduled a sooner date. We show
on 7/23/15, the serviceman inspected all three pieces and found parts were
needed to complete repair. Once the parts arrive, Mr. [redacted] will be contacted
to schedule installation.
Although
we are unable to honor Mr. [redacted] request to return his furniture for a refund;
we will continue with any necessary repairs that are covered under the Terms
and Conditions of the manufacturer’s warranty and FurnitureGard Plan.
If
we may be of further assistance, Mr. [redacted] may contact our Customer Service department
at 1-877-358-1252.Kind regards,Dyeisha W[redacted]