Alan J. Slobodnik, M.S.W.

Thank you for the opportunity to respond to Mrs. [redacted]’
complaint.  We researched Mrs. [redacted]’
complaint and found her issue has been addressed and resolved.  Our records...

show Mrs. [redacted]’ complaint
was escalated to upper management and Conn’s agreed to exchange her
range.  We show Mrs. [redacted]’ exchange
was initiated on 7/17/15 and she is expected to receive delivery of her new
range on Monday (7/20/15).  We
sincerely apologize to Mrs. [redacted] for any inconvenience that she has
experienced during this process.   
 

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





 







Kind regards,
 
Jana [redacted]
Customer Relations

Thank you again for the opportunity to respond to Mrs. [redacted]'s concerns regarding account [redacted]4230.  We have attached a copy of the signed retail installment contract for her records.  Again, we are unable to remove the interest from the account, as the product did not qualify at the time of purchase.      Thank you, Cheryle S[redacted]

Thank you for the opportunity to respond to Ms. [redacted]’s concerns regarding account [redacted].  Ms. [redacted] stated she would like a copy of her payment history that reflects the late payments on the accounts.    According to our records, Ms. [redacted] signed a 30-month retail...

installment contract on October 23, 2015.  She agreed to have her minimum monthly payment due on the 23rd of each month.  We have attached a copy of Ms. [redacted]’s payment history that reflects the late fees for the past due payments.    Conn’s values Ms. [redacted] as a customer and appreciates her for bringing her concerns to our attention. Thank you, Cheryle [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.  
[They didn't fully address all of my concerns or acknowledge fact I was given incorrect information that resulted in me getting a 30 day marking on my credit report. 
Regards,

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.     That she has had numerous repairs on her refrigerator but the unit has still not been repaired; and   2.     She is requesting to return the refrigerator and have her account balance cleared.   Our investigation reveals that:   1.     We have service Ms. [redacted]’s refrigerator according to terms of the warranty; and 2.     Ms. [redacted]’s refrigerator has been approved for an exchange. We are unable to honor her request to return the item and clear her account.   Our records show on 7/2/17, Ms. [redacted] purchased a [redacted] French door refrigerator and elected to purchase a 36-month Repair Service Agreement Plan. We researched Ms. [redacted]’s complaint and found that she has contacted our service department on two separate occasions regarding her refrigerator. Ms. [redacted]’s first service call was received on 8/5/17 stating the temperature is too warm on the unit. A service appointment was scheduled for 8/10/17. During the inspection, the technician found three parts were needed for repairs. Once we received all the parts, Ms. [redacted] was scheduled to install on 8/21/17. The technician reported he installed a new main board, evaporator ASM, and ASM inverter to complete repairs. Our records show Ms. [redacted] contacted the service department the following day (8/22/17) stating the unit is still not cooling properly. The technician returned to Ms. [redacted]’s residence and found that a new seal system was needed. We reached out to the manufacturer to for further repair needs, and they scheduled their technician to continue with repairs. Based on the manufacturer’s report, they have been unsuccessful in repairing the refrigerator and agreed to issue an exchange. We show Ms. [redacted] was contacted a 9/20/17 and informed that she might visit her nearest Conn’s to re-select a new refrigerator for up to $1699.99. We sincerely apologize for any inconvenience Ms. [redacted] experienced during this process. Conn’s values Ms. [redacted] as a customer 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.   Sent: Thursday, May 26, 2016 11:53 AM Subject: Re: You have a New Message from Revdex.com Regarding Complaint #[redacted]I just talked to the resolutions dept and they said they honored my request. I called back to ask a question and the csm said they records showed no one or no notation of this call. I then asked them how did delivery get setup? They said they do not know. I said I will not agree to the items until notation on my account reflects in fact what they agreed to and that is that I only get charged for the items I purchase. Delivery is set up for tomorrow however no one can explain how tht was done and they also said I couldn't speak to someone in resolutions tht they would have to call me back Sent from my [redacted]

Thank you for the additional opportunity to respond to Ms. [redacted]'s concerns regarding account [redacted].  According to our records, Ms. [redacted]'s refund check was mailed out on September 25, 2015.  We ask that she please allow 7-10 business days for processing.  If Ms. [redacted] has not received her check by October 12, 2015 we ask that she contact our customer service department so we may track the check.  She may contact the customer service department by calling [redacted].Again we value Ms. [redacted] as a  customer and sincerely apologize for any inconvenience she has experienced due to this matter.    Thank you, Cheryle S[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 Conn’s made her pay an extra payment.   According to our records, Ms. [redacted] signed a 32-month retail installment contract on July 5,...

2014.  This contract had a maturity date of March 5, 2017.  Ms. [redacted] agreed to have her minimum monthly payment due on the 19th of each month.  On August 6, 2014, Ms. [redacted] requested a due date change to the 27th of each month.  We processed the due date change request.  Additionally, on February 2, 2016, Ms. [redacted] requested a second due date change to the 1st of each month. We processed that request.   Although the due date changes that were requested were processed, the maturity date of the contract does not change.  Ms. [redacted] made her final payment on March 8, 2017 and her account is now closed.  We have attached a copy of her signed retail installment contract 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 S[redacted]

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to Mr. [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, Mr. [redacted] may contact Conn’s regarding...

questions by calling our Customer Service Helpdesk at 1-877-358-1252, or online at www.conns.com.    Mr. [redacted] has stated in her complaint:   He was advised that the television he replaced was the same model as the original unit;The specification such as 3D feature is not available on the new model; andHe is requesting a television that is compatible with his original television.    Our investigation reveals that:  We no longer carried the original television Mr. [redacted] purchased;Based on the manufacturer’s specification Mr. [redacted] original television did not have the 3D feature; andThe new television Mr. [redacted] elected is a compatible model for his original unit.                We reviewed Mr. [redacted]’s complaint and found his television was approved for an exchange on 2/23/18. Our records show Mr. [redacted] initiated his exchange on 3/9/18. Mr. [redacted] elected a [redacted] 55” [redacted] television and signed his invoice acknowledging he received the unit in good order. After further research, we were able to confirm that the new television Mr. [redacted] selected ([redacted]) is comparable to the original television Mr. [redacted] purchased ([redacted]). Based on the specification provided on the manufacturer’s website, both models have similar features, however; they do not have the 3D feature. Mr. [redacted] may visit the manufacturer website to view the full specifications for both models. At this time we are unable to honor Mr. [redacted] request for an exchange.   Conn’s values Mr. [redacted] as our customers and appreciates him for bringing this matter to our attention. Sincerely, Customer RelationsConn’s Inc.

Thank you for the opportunity to respond to Mrs. [redacted]’s additional comments. We have no records indicating Mrs. [redacted] was offered additional compensations for her refrigerator; only the damage concession of $240.00 which was applied to her account on 9/2/16. We show Mrs. [redacted]’s was approved for a 1 year No Interest account with Conn’s. Therefore; no interest is accrued on the account unless payments are received late or the balance is not paid in full before the cash option expires. At this time we are unable to honor Mrs. [redacted]’s request for any additional compensation; she agreed to the 10% damage concession which has been applied to her account. 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]’ complaint.  Our records show on 5/13/16, Mrs. [redacted] purchased a [redacted] high-efficiency top load washer and a top load electric dryer that came with a limited 1-year manufacturer’s warranty on both units; no additional RSA...

coverage was purchased through Conn’s.  Mrs. [redacted] was provided a copy of Conn’s Return & Exchange Policy at the time of purchase which 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.  Mrs. [redacted] elected to have her washer and dryer delivered; which was completed on 6/03/16. We researched Mrs. [redacted]’ complaint and found she contacted us on 6/05/16 regarding her dryer; stating the unit was making a loud noise.  Mrs. [redacted] was redirected to delivery since her dryer was delivered two days prior.  An appointment was scheduled; during the inspection the delivery team was found to be working up to the manufacturer’s specifications.  The associate was unable to duplicate the problem Mrs. [redacted] had experienced.  After further review we did not find where Mrs. [redacted] contacted us after the inspection was completed.  We attempted to contact Mrs. [redacted] on 6/15/16 on three separate occasions to schedule a new appointment to inspect her dryer; however we were unsuccessful in our attempts.  A message was left for Mrs. [redacted] to return the call.  We ask that Mrs. [redacted] contact us directly at 1-866-765-1513 for further assistance. Kind regards,  Jana A[redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint.  Our records show on 4/15/158, Mrs. [redacted] purchased a United Furniture (Riverside) furniture set which came with a FREE Haier 32” LED TV; Mrs. [redacted] also purchased a 49-month Repair Service Agreement w/Accidental...

Damage Plan on her Haier TV.  After researching Mrs. [redacted]’s complaint we found she contacted us on 6/28/15 regarding her Haier TV; stating the TV screen was cracked.  Our records indicate an exchange was processed and approved under the Terms and Conditions of the Accidental Damage coverage; Mrs. [redacted] was contacted and advised she was issued a credit up to the amount of the TV which was $229.99 and was also informed the warranty would not transfer over to the new television due to the exchange being approved due to physical damage.  After further review we confirmed with the district manager that when Mrs. [redacted] came into her local Conn’s to initiate her exchange.  Mrs. [redacted] wanted to finance the new RSA coverage on a separate account; however she was informed that all accounts must be combined.  Mrs. [redacted] declined to have her account combined; therefore the new warranty was cancelled.  If Mrs. [redacted] agrees to the terms of the combined contract Conn’s will agree to finance the warranty of the exchange purchase within 30-days of the exchange date (8/16/15).    If we may 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.  
From: [redacted] Sent: Thursday, June 11, 2015 10:16 PM To: drteam Subject: Re: Complaint # [redacted] I rejected their response as it did not rectify the problem. I tried calling and emailing their customer service and had no luck in communicating and they even hung up on me on the last phone call. Perhaps they kept the recording of that call. My main complaint is the store took advantage of a senior citizen ( my husband [redacted]) and did not verbally explain the financing, or warranty charges, and they sold him merchandise he did not need. When my husband told me about the bill, the 30 days had indeed passed. which brings me back to their callous handling of my complaint and their unwillingness to accept the [redacted] sold to him even though it was unused. I would like to have the [redacted] returned, and I would like them to pay any and all finance interest charges, since they told my husband they were financing for zero percent interest.

Our records show on 12/2/14, our [redacted] location
received the new 2014 [redacted] into inventory retailing
$649.99.  The older model [redacted] was also available at the
time and had been discounted to $ 498.88 at a close out price.  Mrs.
[redacted]...

chose the lesser of the two as indicated on her signed invoice which
has been attached to our response.  Therefore, we are unable to honor her
request.  
Kind regards,
Kathryn [redacted]

Our records show on 4/14/14, Ms. [redacted] purchased an
[redacted] notebook and a 25 month Repair Service Agreement with Accidental Damage
coverage.  Ms. [redacted] contacted our
service department on 3/24/15 stating “the screen was coming loose from the
keyboard”.   Ms. [redacted] was advised...

to
bring the notebook to the store for service access however the service order
was cancelled on 3/30/15 because Ms. [redacted] did not bring the notebook in for
service.  Ms. [redacted] brought the [redacted]
notebook in on 3/31/15; the technician assessed
the unit and found the back cover was broken as well as the bezel and
hinges.  We contacted Ms. [redacted] regarding
the damage and she described the cover was opened aggressively therefore we
agreed to replace the unit under the accidental damage coverage.  Our records show Ms. [redacted] upgraded to a **
notebook on 4/21/15 and purchased another 37 month Repair Service
Agreement with Accidental Damage coverage. 
Ms. [redacted] contacted us on 9/3/15 stating her notebook only work with a
charger.  Ms. [redacted] was advised to bring
the notebook with all accessories to the store for service access, however, the
service order was cancelled on 9/11/15 because Ms. [redacted] did not bring the
notebook in for service.  Although we are
unable to honor Ms. [redacted] request to return her notebook we are committed to
repair under the warranty terms if service is needed.  Ms. [redacted] will need to bring the notebook
with all accessories to the store for further assistance.
In regards to Ms. [redacted] account we have attached a
copy of her contract which was signed at the time of the exchange.  Ms. [redacted] new invoice totaled $1,374.75
after the replacement credit of $974.24 was applied to the invoice the
remaining balance of $400.51 was added on to her current account.  Ms. [redacted] signature acknowledges at the
time she was aware.
Kind regards,
Kathryn [redacted]
Customer Relations

Thank you for the opportunity to respond to Mr. [redacted]’ concerns regarding a Conn’s credit application.  Mr. [redacted] stated he would like his credit application approved.    According to our records, Mr. [redacted] submitted a credit application through conns.com.  The application is...

currently on hold pending additional information.  Mr. [redacted] may contact our customer service department to find out what additional information is needed to complete the credit application process.    Conn’s values Mr. [redacted] and appreciates him for bringing his concerns to our attention.   Thank you, Cheryle [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 was without a refrigerator for a total of  33 days. According to the contract the business provided at the time of purchase they have a total of 30 days from the date of the initial complaint. As you can see that time frame has passed 3 days ago. In regards to the $150 check...I submit a food loss claim for a total of almost $300. The contract states a max of $150 for fridge and $200 for freezer. This company has been very rude and has not handled this emergency situation in a timely fashion. I have been treated as though my washer or something as miniscule as such was broken. My family and I suffered tremendous extra expense because food could not be stored in our home. With the cost of groceries these days and the cost of eating out for a family of 3 twice a day for a month $150 does not seem like adequate compensation.
Regards,
[redacted] T. [redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint. Our records show on 3/27/17, Mrs. [redacted] elected to purchase a [redacted] dresser and chest and an [redacted] mirror. We show Mrs. [redacted] signed her invoice acknowledging she was aware of the items listed...

and agreed to purchase the merchandise. Although Conn’s has a No Return/Exchange policy on all furniture, we have agreed to allow Mrs. [redacted] to return the mirror only in attempts to resolve this matter.  If we may be of further assistance, Mrs. [redacted] may contact Customer Service at 1-877-358-1252  Kind regards, Dyeisha W[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  
It would seem that the online payment system made both payments to a single account instead of the two separate accounts as selected. Since this has been resolved by speaking with CS, both accounts are now in good standing and so, I have since then asked that both accounts be combined into a single account. Here's to continuing to doing business with Conn's....Thank You.

Thank you for the opportunity to respond to Mr. [redacted]’ concerns regarding account [redacted].  Mr. [redacted] stated he paid his account balance in full; however, the account did not close and additional payments were drafted from his checking account.   According to our records, Mr. [redacted]...

received a payoff quote of $1302.29 on August 17, 2016.  He scheduled the payment to post on that day; however, his account did not close.  Mr. [redacted] has automatic payments scheduled on his account. Due to the account not closing, additional payments in the amount of $345.10 were drafted on September 6, 2016 and again on October 6, 2016.  Mr. [redacted] disputed one of those transactions with his financial institution and it was reversed on December 20, 2016.    Mr. [redacted] account has been closed as of December 21, 2016.  He will receive a refund check in the mail in the amount of $345.10 within the next 10-14 business days.  Please note, if Mr. [redacted] disputes the second payment with his financial institution, his account will reopen.   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]