Alan J. Slobodnik, M.S.W.

Thank you for the opportunity to respond to Mr. [redacted]’s complaint.  Our records show on12/27/16; Mr. [redacted] purchased a [redacted] reclining living room set which consisted of three pieces (power recliner, power sofa, and power loveseat) with a 36-month Furnituregard Plan on all...

three pieces.  The furniture Mr. [redacted] elected sales tag indicated that the material of the furniture was (Heavyweight, durable Valentino bonded leather touch); we have included a picture of the sign place near this furniture group in our response, this information can also be found on Conn’s website athttp://www.conns.com/nobel-living-room-reclining-sofa-loveseat-power-6404.html...⇄ Mr. [redacted] received a copy of Conn’s Return and Exchange Policy at the time of purchase.  We show Mr. [redacted] elected to have his furniture delivered.   After researching Mr. [redacted]’s complaint, we found the day of delivery (12/31/16), Mr. [redacted] received his power recliner and power loveseat in good order; however, the sofa was damaged; therefore, he refused the sofa, and we rescheduled delivery for the following day.  On1/01/17, we attempted to deliver Mr. [redacted] a new sofa; however, Mrs. [redacted] refused the sofa and stated that she did not want the unit because it was not genuine leather.   At this time we are unable to honor Mr. [redacted]’s request to return or exchange the loveseat and recliner which was accepted and received in good order.  Our Return & Exchange Policy state:No Returns/Exchanges on -Furniture, mattresses, décor & accessories unless inspected by a Conn's Service Technician and found to have a manufacturer's defect **As mentioned above the sales tag for the furniture Mr. [redacted] selected indicated the material was(Heavyweight, durable Valentino bonded leather touch).  Since the sofa was refused and returned; we can cancel the sofa upon request and issue a credit, or Mr. [redacted] may contact us to schedule the sofa to be delivered.   If we may be of further assistance, Mr. [redacted] may contact our Customer Service Department at 1-877-358-1252.      Kind regards,     Jana [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.  
After reading this statement from [redacted] I am convinced and understand why there are class-action suits against this company.There was not an apology nor acknowledgement of ownership for their deception.  [redacted] stated that I was contacted with a potential resolution and declined it.  Well that's another false statement, because no one from this company or store has ever contacted me in reference to resolving this issue or to even offer an apology. My complaint is very clear...The liability lies within this store, merely because misrepresentation.  I would not have purchased neither the mattress or frame if I would have known I was not receiving what their salesman said I would...I relied on his facts/statement and was completely mislead.  As one could see the contract invoice attached does not clearly detail the products purchased -  it shows - [redacted]but does not state whether it's (Soft, Medium or Firm)[redacted] PLUS QUEEN BASEbut does state the Features (Foot,Head,Message,etc)I had to google the product info in order to know, what I received.   I did not even receive a product pamphlet with the delivery of either item.  For all I know the bed I received could possibly a clearance item.  I have asked for this contract to be rescinded and return of their merchandise since the company does not want to honor the sale as stated by Alvin(salesman).  It is illegal to falsify facts in order to obtain benefits. Which in this case a commissioned sale for Alvin and for the store a new 3-year contract.    
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 complaint.  Sent: Monday, December 28, 2015 8:39 PM Subject: Re: You have a New Message from Revdex.com Regarding Complaint #[redacted]I would like to thank Conn's for clearly stating their return/exchange policy in bold print. It clearly states return/exchange if found defective by a service technician. Nowhere does it state exchange only. Since they were clearly stating their policy, nowhere does it say  additional insurance is required nor was I ever offered any additional insurance except for homeowners which I did purchase.  I have never been given an explanation why the 45 day sleep guarantee was also never honored. Yet when I purchased the mattress I was told it came with 120 day sleep guarantee.  In Sept when I received the 2nd defective mattress I tried then to just exchange the mattress and box spring for a different name brand mattress but they also at that time refused to do that stating that the bed frame did not meet manufacturer's standards. Yet the1st defective mattress sitting on the exact same frame did.  They did nothing to resolve this problem until Nov 30th. I will agree to exchange the mattress and box spring only if Conn's accepts responsibility for taking so long to resolve this problem an waivers all late charges an interest and the account still has 12 months same as cash with no interest charged if paid in full by July 28th of 2016..exactly as it was when I purchased it.  I am not responsible for causing this problem or their negligence in resolving it..so I certainly shouldn't be expected to pay for it. Thank you again for resolving this matter.[redacted]

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to Ms. [redacted]’s concerns. We have a more than 120-year history of quality customer service and satisfaction, and we would not want anything to impair that record. As a reminder, Ms. [redacted] may contact Conn’s regarding questions...

by calling our Customer Service Helpdesk at 1-877-358-1252, or on-line at www.conns.com.  Ms. [redacted] has stated in the complaint: 1) that we did not show up for her scheduled appointment.   Our investigation reveals that: 1) Ms. [redacted] was scheduled for a remote technician to diagnose her unit on 5/18/17 over the phone.      Our records show on 4/25/17, Ms. [redacted] purchased the [redacted] living room furniture and received a free 50”[redacted] with her qualified purchase. We show Ms. [redacted] elected to purchase a 49-month Repair Service Agreement with Accidental Damage Coverage Plan for her television. Ms. [redacted]’s items were delivered and signed acknowledging they were received in good order on 4/27/17.   We reviewed Ms. [redacted]’s complaint and found that on 5/15/17, she requested service for her television using our online service portal. Our record show Ms. [redacted] contacted our Service Department on 5/18/17 stating she received an email confirming she had a service appointment today. However, Ms. [redacted] was advised that her appointment was scheduled for a remote technician to contact her today between 8-12 pm in an attempt to diagnose the unit by phone. Ms. [redacted] requested that a technician came out to her residence that day to assess the unit but was informed that our first available date for an in home inspection was 5/19/17. Ms. [redacted] requested her service appointment to be scheduled for 5/26/17 upon inspected the technician found the boards needed to be replaced.  Once the parts became available, we attempted to complete the repair, but the parts did not repair the television.  We have contacted the manufacture on Ms. [redacted]s’ behalf, and they have agreed to exchange the television.  We attempted to contact Ms. [redacted] on 6/13/17 to inform her of the approval, but we were unable to reach her at the time.  Ms. [redacted] may visit her nearest store to initiate the exchange and schedule delivery.   Conn’s values Ms. [redacted] as a customer and appreciates her for bringing her concerns to our attention.

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Thank you for the opportunity to
respond to Mrs. [redacted]’ complaint.  Mrs. [redacted]’ has been contacted
and her concerns have been addressed.  If
we may be of further assistance, Mrs. [redacted]’ may contact our Customer
Service Department at ###-###-####.
    


Kind regards,
 
 
Kathryn [redacted]
Customer Relations










9/28/2015






Complaint

I have three consumer accounts with Conn's and was offered a consolidation, paperwork was sent out to me on 7/13/15, various documents requiring my signature, including a new contract with new payment date and payment amount (but not a new account number). The directions stated to sign, date and FAX...

back to them which I did on 7/23/15 at 8:45am in the morning. I did not hear a thing from them as to the status and on 8/5/15 I called customer service (knowing the payment for the consolidation was due on the 8th of every month) inquiring on the status and what my new account number was, I could not get this information, all that anyone has been able to tell me is that my account was in the Consolidation department and I should hear something soon. This does not stop the collection calls, every day, 7 to 10 times a day on the three accounts that were showing past due, but NO ONE could give me an update on the Consolidation and with it being in that department you do not have to make a payment till the consolidation is complete. Last week I get a call that the Consolidation was canceled because I did not get it to them in a timely manner. (please look back at my dates above and I have paper proof) and I owed all back payments, late fees and interest and until that was done I could not be considered for a consolidation. Well, as of Tuesday September 15th, I was offered an amount to get caught up and current and would like to start the consolidation process again but all the phone numbers I have been given have been bogus, two of them went to full mailboxes and the other to a poor guy in their IT department named Mike who had no clue on to who I needed to call. It is very obvious this company has no concern for it's customers, really does not care how we are treated or mistreated, I did requested to talk to supervisors when I would answer one of the relentless collection calls, they were of no help as well, this should have been a simple matter, all documents including a new contract were signed and sent back per their instruction and request. I am starting to think there is no such thing as a Consolidation Department.







Desired Resolution

I would like to be contacted by someone in the Consolidation Department who will take care of the following: I want my account to be consolidated and my monthly payment reduced as per the original contract and give me their direct line and email information so I can communicate with them.

Consumer Business Dialog

Thank you for the opportunity to respond to Mrs. [redacted]’ additional comments. As mentioned in our previous response, Mrs. [redacted] was able to take advantage of the manufacturer’s 120-day Trial and exchange her original mattress. [redacted]’s Comfort Guarantee has a limit of one trial offer per each customer. The Terms and Condition of the [redacted]’s 120-Day Trial is displayed on all qualifying mattresses. Although we cannot confirm verbal communication between Mrs. [redacted] and her sales representative, Conn’s has a NO return/exchange on all mattresses which was provided to Mrs. [redacted] at the time of purchase and can be found online. Any other mattress Mrs. [redacted] re-selected would not qualify to be returned or exchanged a second time. Again, we are unable to honor Mrs. [redacted]’ request to return/exchange her mattress. [redacted]’s 120-day Trial is a one-time offer and Conn’s has a NO return/exchange policy on all mattresses. If we may be of further assistance, Mrs. [redacted] may contact us at 1-866-765-1513 Kind regards, Dyeisha [redacted]Customer Relations

Thank you for the opportunity to respond to [redacted] concerns regarding account [redacted].  [redacted] stated she accepted an offer to refinance her account.   According to our records, [redacted] accepted an offer to refinance her account on June 6, 2016.  On June 7, 2016 the...

refinance offer was rejected because additional information was needed.  We made several attempts to contact [redacted] to obtain the additional information needed, but were unsuccessful.    On June 20, 2016 we were able to reach [redacted] and obtain the additional information needed and the refinance was processed.  On July 5, 2016 the refinanced contract was emailed to [redacted] and she returned it on July 8, 2016.  On July 15, 2016 the new account was established.    [redacted] will receive a new payment booklet in the mail reflecting her new account number and minimum monthly payment amount.  Additionally the credit mark assessed on the account due to the refinance process will be removed.  We ask that [redacted] please allow the credit bureaus 30-60 days to update their records.    Conn’s values [redacted] as a customer and appreciates her for bringing her concerns to our attention.     Thank you, Cheryle [redacted]

Thank you for the opportunity to respond to Ms. [redacted]'s additional comments. Since our previous response, Ms. [redacted] was contacted regarding her complaint and advised that after the last inspection dated 7/19/16; the reported damages are not covered under the Terms and Conditions of the FurnitureGard Plan purchased. Ms. [redacted] informed the representative that the sofa now has new issues and she was advised that we could set up a service call to assess the new issue. However; she was made aware that we could not schedule an appointment to re-assess the previous request because the warranty does not cover peeling.

Thank you for the opportunity to respond to Mrs. [redacted]’ complaint. Our record show on1/13/16, Mrs. [redacted] purchased the [redacted] living room furniture which consist of four pieces (right recliner, left recliner, armless recliner and console) and elected to purchase a 36-month FurnitureGard...

Plan on the right and left recliner pieces. We researched Mrs. [redacted]’ complaint and found that she contacted our service department on 3/21/17 stating the leather is cracking and peeling on the right and left recliner furniture. A service appointment was scheduled for 3/30/17; during the inspection the serviceman found the seats on both units are fading. After reviewing the serviceman’s notes and photos provided at the time of inspections, Mrs. [redacted] was contacted on4/3/17 made aware that fading and discoloration is not covered under the Terms and Conditions of the FG Plan that was purchased. Please refer to the Terms and Conditions - Number 15 What Is Not Covered; letter (e). The photos also showed signs that the furniture is being exposed to direct sunlight which may result in the fading and other damages. At this time we are unable to honor Mrs. [redacted]’ request; based on the serviceman’s report and photos, the reported damages are not covered under warranty. If we may be of further assistance, Mrs. [redacted] may contact Customer Service at 1-877-358-1252  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.  
I have reviewed what Conn's has said however, I am a Christian and so when we had the miss hap with my grandchild and the candle I didn't call to get any resolution, until the couch and the rest of the set started breaking down structurally. I had found my warranty and it did in fact in fact cover accidents, from your kids, pets etc. Even though there was no damage on the couch from a pet. A puppy that I kept had chewed on the leg of my coffee table and I didn't say anything because it was are fault. However, the couch should not of sunk in the middle, and the recliner shouldn't of fallen apart and most definitely should all of them the material should not be falling off so bad that I literally have patches of it on the floor everyday. I showed the adjuster because it was just starting and he ignored it.The mattress was 4 years old or less and mattress should last at least 8 years. Most of the time 1 grown adult of 200lbs slept in a king size bed. There was no soil but what you would normally find. Until I realized it was under warranty we had slept with that side of the bed broken down and put pillows, underneath to raise it up. The gun got pushed under the broken coils by pushing pillows under there to lift the sunken bed up because at the time we couldn't get another mattress. The adjuster saw us pull the pillows out and I believe one of the pictures showed them because after the refusal to stand behind the warranty I called and talked to a lady who told me she could see it.  This is not a case of trying to get free merchandise but rather wanting Conn's to stand behind what they sell. I have purchased a lot of furniture and NEVER seen such a thing. I have a bedroom suit I bought 17 years ago, from another place and it still looks brand new. We have been a loyal customer and you can spend thousands on advertising, but nothing beats Word of Mouth. As soon as the adjuster left I knew, we wouldn't get a resolution by the way he acted, I am not saying he is prejudice but as soon as he saw this was a mixed family his attitude changed. You should be for your customer and not against them. 
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 complaint.  
[Provide details of why you are not satisfied with this resolution.] I made every attempt to make this right and to pay this debt off in May 2017 by calling your billing dept. Your representative refused my payment and referred me to call the [redacted]. I in turned called them and found out that this company had closed its operations. I called back to Conns and told them what was going on and no one seemed to care and still didn't want to take my money at the time There was NO other way for me to make a payment. Therefore in my eyes this is Conns problem and they should be held accountable for absorbing this debt since payment was refused on May of 2017. You violated your contractual terms with me and did not hold up to the end of your deal.  Failure to remove this debt from my record will be dealt with in legal proceedings going forward if this is not removed in a timely manner. [redacted]

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to the concerns. We have a more than 120-year history of quality customer service and satisfaction, and I would not want anything to impair that record. As a reminder, Ms. [redacted] may contact Conn’s regarding questions about his...

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: she was not aware of the interest charges on the account; she would like to return the product; and she believes the restocking fee should be waived. Our investigation reveals that: we are unable to locate an account with the information provided. Conn’s is unable to locate an account with the information provided by Ms. [redacted] as the name, address and phone number are not associated with a Conn’s account.  If Ms. [redacted] would like to provide the account number or any additional information, we will be happy to research her concerns further.  Conn’s appreciates Ms. [redacted] for bringing her concerns to our attention.

Revdex.com:
This letter is to inform you that Conns Appliance, Inc. has carried out to my satisfaction the resolution it proposed for my complaint, filed on 10/28/2016 and assigned ID [redacted].
Regards,

Thank you for the opportunity to respond to [redacted] complaint. Our records show on 5/15/15, [redacted] purchased a ** French Door refrigerator and elected to purchase a 48-month Repair Service Agreement Plan. We researched [redacted] service history and found on 8/23/16,...

she was approved for an exchange under the Terms and Conditions of the RSA plan due to excessive repair needs. Our records show [redacted] re-selected a different ** French door refrigerator which is scheduled for delivery on 8/26/16. We sincerely apologize for any inconvenience [redacted] experienced as a result of the delay.   If we may be of further assistance, [redacted] may contact us at [redacted] Kind regards, Dyeisha W[redacted]Customer Relations

Thank you for the opportunity to respond to Mrs. Hernandez's additional comments. As mentioned in our previous response, Mrs. Hernandez was contacted on 9/23/16 and advised that although the manufacturer’s warranty expired on her Java bedroom furniture on 8/31/15, we would issue an even exchange on the rails only as a one-time gesture of goodwill. Our records show Mrs. Hernandez has not initiated the approved exchange on her Java rails as of 3/22/17.  Conn's has agreed to extend the approved exchange until4/14/17 only; we will not re-issue an approval. Mrs. Hernandez may visit her nearest Conn's to initiate the exchange by the extended time-frame.If we may be of further assistance, Mrs. Hernandez may contact us at 1-866-765-1513.Kind regards,[redacted] WilliamsCustomer Relations

Thank you for the opportunity to respond to Mr. [redacted] additional comments. Mr. [redacted] has been contacted and we have come to a mutual agreement that has addressed his concerns.    Kind regards, Kathryn [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.  
[Provide details of why you are not satisfied with this resolution.]
Regards,
  The reason Conns responded back regarding the service call was because I had to make a quick decision per my family needs. When I originally purchase the dryer the warranty had several years attached. But there was defaults with the dryer, it also was a default with the [redacted] washer which was replaced by Conns. However, my warranty was a extended warranty but when I got the new washer, it was changed, not by me. Of course Conns will lead the Revdex.com to believe that they ask me to extend a warranty that should have been honored. Therefore, I had to do what I need to for my family.[redacted]

Thank you for
the opportunity to respond to Ms. [redacted]’s concerns regarding accounts
[redacted] and [redacted]  Ms. [redacted]
stated she is being charged additional fees based on her credit score and late
fees for payments.
 
According to
our records, Ms. [redacted] signed a...

24-month retail installment contract on August
11, 2015.  This contract created account
[redacted].  Ms. [redacted] signed a second retail
installment contract on August 13, 2015. This contract created account
[redacted]
 
Ms. [redacted]
stated she is being charged additional fees for credit ratings.  Conn’s respectfully disagrees that additional
fees are assessed on the accounts due to credit ratings. We have attached
copies of Ms. [redacted]’s contracts for her records. 
 
Ms. [redacted]
also stated she has been charged late fees due to payments not posting
timely.  We have no record of late fees
being assessed on either account.  We
have attached copies of Ms. [redacted]’s payment histories for her records. 
 
We value Ms.
[redacted] as a customer and appreciate her for bringing her concerns to our
attention.  We would like to assure her
that no additional service fees are assessed on her accounts based credit scores.  Both accounts have been established based on
the terms and conditions of the retail installment contracts signed at the time
of purchase.  Thank you,Cheryle S[redacted]

Thank you for the opportunity to respond to Mrs. [redacted] complaint. Our records show on 11/15/15, Mrs. [redacted] purchased a LF French Door refrigerator and elected to purchase a 24-month Repair Service Agreement Plan. We reviewed Mrs. [redacted] complaint and found she contacted our...

service department on 6/6/16 stating her refrigerator is not cooling. A service appointment was scheduled for 6/7/16; during the inspection the technician found a part was needed for repairs. We order the part to repair the unit through the manufacturer however; the part was delivered to the wrong location and had to be re-shipped. Once we received the part Mrs. [redacted] appointment was scheduled for 6/21/16. The technician reported he installed the part and tested the refrigerator and the unit was functioning properly. The technician did follow up with Mrs. [redacted] on 6/22/16 and confirmed the refrigerator is cooling. Although we are unable to honor Mrs. [redacted] request; we have received her food loss claim for processing. As listed under the Terms and Conditions of the RSA Plan Conn’s will provide; verified food loss of up to $150 on refrigerators, per occurrence, over the term of the Agreement as a result of a covered failure 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 concerns regarding collection
calls she has received. 
We
were unable to locate telephone number [redacted] in our system; however, we
placed a cease and desist on the telephone number at her request.  If Mrs.
[redacted] has...

any additional telephone numbers she would like to provide we will be
happy to investigate further. 
Please
note it takes up to 24 hours for a cease and desist request to update.  If
Mrs. [redacted] receives any additional calls after the 24 hour time frame, we ask
that she contact us directly so we may research further. 
We
value Mrs. [redacted] and apologize for any inconvenience she has experienced due to
this matter. Thank you,Cheryle [redacted]