Alan J. Slobodnik, M.S.W.

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 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.

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,

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 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]

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.

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]

[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 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]

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.  
[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]

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]

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.

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 Mr. [redacted] complaint. Our records show on 7/20/16, Mr. [redacted] purchased an [redacted] Pro retailed for $1429.99 and elected to pick up the unit from our Dallas Conn’s warehouse. We contacted the store manager where Mr. [redacted] purchased...

his [redacted] and was advised that Mr. [redacted] returned to the store on 7/21/16 stating he contacted the manufacturer and was informed that the unit was an older version and wanted to re-select for a newer model. Conn’s agreed to exchange the unit as a gesture of goodwill and waived the restocking fee. Mr. [redacted] chose to re-select the [redacted] 13” [redacted] Pro Retina retailed for $1699.99. Our records show Mr. [redacted] picked up his unit on 7/22/16 and signed acknowledging he received his item in good order. Conn’s does list the specifications on our shelf tag for all [redacted] laptops as well as provide display models for the consumer to interact with before making a purchase.    Kind regards, Dyeisha [redacted]Customer Relationshy here...

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  
  Thank you, for this reasonable outcome, looking forward to receive furniture that works. We will be going to the conn's store on [redacted] .. this Monday or Tuesday to select another set of furniture, as it is stated the [redacted] sectional is out of stock. I hope this will be much smoother transition then previous experience, I did speak with conn's Rep today and system not showing credit at this time 10/21/2016. But I will take emails and show agreement made through the Revdex.com communication between us,Conn’s. Thank you for your assistance in this matter. Sincerely,[redacted]and[redacted]

Thank you for the opportunity to respond to Mr. [redacted]'s concerns regarding account [redacted].  Mr. [redacted] indicated he purchased an air conditioner that was too large. He stated he wanted to return the unit but Conn’s would not accept the return.  According to our...

records, Mr. [redacted] purchased a 12,000 BTU air conditioner on July 13, 2016. He was given a copy of our return/ exchange policy at the time of purchase. That policy states we have a no return/exchange policy on air conditioners.   Additionally, our return exchange policy is displayed at each desk and on a large sign in the front of the store that can be seen entering and exiting each location. To ensure transparency, our policy can also be found on our website at conns.com.  When Mr. [redacted] returned to the store with the air conditioner, he was informed that we could not return the item. Mr. [redacted] chose to leave the unit at the store location and it was considered abandoned. As a one-time offer and a gesture of goodwill, we have processed the return on the air conditioner and closed the account. We have included a copy of Mr. [redacted]'s payment history as verification that the account has been closed.  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 Mr. [redacted]’s complaint.  Our records indicate that on 11/04/15 Mr. [redacted] purchased a [redacted] Dishwasher with a 48- month Repair Service Agreement and installation. Mr. [redacted]’s signed invoice acknowledges that he received a copy of...

the Return and Exchange policy.  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.   On 11/05/15 Mr. [redacted]’s dishwasher was delivered and installed as promised. After reviewing Mr. [redacted] complaint, we show he contacted Conn’s Service Dept. on 1/4/16 stating the dyrer's spin came off and the unit was not drying; parts were ordered and the product was repaired.  On 3/31/16 he contacted service stating the unit keeps powering on.  Upon inspection we discovered the leak sensor was corroded; we cleaned corrosion from the leak sensor to repair the product.  Most recently we show Mr. [redacted] contacted us on 2/25/17 stating the display was flashing and would not shut off without flipping the breaker; on 3/22/17 service the main board was replaced and the customer was instructed on proper use.  Mr. [redacted] contacted Conn’s the same day as repairs (3/22/17) stating the product was not repaired and needed additional service we went out and installed a drain pump to repair. At this time we have determined that the dishwasher does qualify under the warranty and Mr. [redacted] has been contacted with instructions to exchange his dishwasher.  If we may be of further assistance, Mr. [redacted] may contact our Customer Service Department at 1-877-358-1252.  Kind regards, Kristal [redacted]

Thank you for
the opportunity to respond to Ms. [redacted]’s concerns regarding a pre-approval
letter she has received.  Ms. [redacted]
stated she has received a pre-approval letter for her minor child and would
like the pre-approvals to cease. 
We have
removed Ms. [redacted]’s...

address from our mailing system; however, Ms. [redacted]
will need to follow the OPT-OUT instructions listed on the mailer to remove the
information from the three credit bureaus as well. 
We ask that
Ms. [redacted] please disregard any mailings she may receive within the next 30-60
days due to any mailings that was sent out before her request was received. 
We appreciate Ms. [redacted] for bringing her
concerns to our attention and sincerely apologize for any inconvenience she has
experienced due to this matter.  Thank you,Cheryle Simmons

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.  
Complaint Type:Contract IssuesselectProblem:On 11/20/2016 I purchased a washer, dryer, television, and bed from Conn’s. Since that date, I have experienced nothing but issues/misleadings/inconvenience in my dealings with Conn’s. Now their conduct has become blatantly fraudulent and is impacting me financially. I am requesting assistance with: 1) Having them credit my account for the following ($388.66 in total): a. Next-day delivery charges that I paid for our washer, dryer and bed, totaling $79.99. I. Due to their failure to update my phone number, despite my repeated requests to their incompetent sales rep Mark [redacted] at the time of purchase, they failed to deliver the items next day as I had paid for. When the items were finally delivered several days later, they delivered a bed frame to us in error. We then had to accommodate their delivery personnel a second time so that they could retrieve the bed frame. b. Property insurance totaling $293.67 I. I informed sales rep Mark [redacted] that we already had renters’ insurance and did not need their insurance. Nontheless, he charged me for property insurance. I did not realize this at the time of purchase. Dealing with Mark [redacted], who had only been employed with Conn’s for less than a week at the time, was a very tedious and time-consuming process. We were there for approximately 3 hours, which was excessive given that we already knew what products we wanted when we walked in the door. We wanted to purchase a washer/dryer that were moderately priced; we were clear with Mark that we did not need the “latest and greatest” products that he kept trying to direct us to. Once we had made our selections, Mark told us that those items were not in stock. So we went back and looked at the washers/dryers again, and selected products that were slightly higher in price. Only to be told by Mark that those items were not in stock either. That went on for approximately 45 minutes; it was obvious that Mark was trying to get us to purchase the more high-end washers/dryers, to increase the commission he would make from us. This became very frustrating, so I told Mark that we would cancel our entire purchase, as the washer/dryer were the critical items that were in immediate need, and that we literally did not have space in our laundry room for the items he was trying to get us to purchase. Then, miraculously, Mark and his manager (Adam, I believe was his name?) re-checked their systems and found that the washer/dryer that we originally wanted were in stock after all. After being at their store, and watching Mark fumble and attempt to misguide us for 3 hours, we were very anxious and eager to complete our purchase so we could go home and get on with life. Mark shoved an Ipad into my hands and quickly skimmed over the various places I was required to initial. I told him that we did not need property insurance on these items, so out of good faith in Mark’s intentions, and so that we would be done with the process, I signed the purchase agreement without noticing that Mark had applied property insurance totaling $293.67 to our purchase. I believe this was a deliberate tactic to wear us down by making the entire process as tedious as possible, so that we would be fatigued by the time we were at the point of completing the purchase and would not question whether or not Mark had applied any fraudulent charges to our purchase at their profit. To top matters off, after we had completed our purchase and left the store to return home, I received a phone call from Mark stating that he forgot to have us sign a particular form and that we needed to return to the store. This was a terrible inconvenience that we endured due to Mark’s incompetence; we were already 15 minutes away from the store when Mark called us, and had to battle Sunday afternoon traffic to return to the store after we had already been there for approximately 3 hours. c. Late fees totaling $15.00 I. Due to the incompetence of Mark [redacted], it appears that Conn’s never updated our address in their systems. That resulted in my never receiving the payment booklet containing my account number required to make a payment to my account. My first payment was due 12/20/2016; it took approximately 3 weeks of circular e-mails with their technical support staff, and a complaint with the Revdex.com, before anyone provided me with my account number so I could make a payment. On 1/6/2017 they informed me via e-mail (attached) that they had no record of my account being set up, and that I should check back in a few weeks. I have since made my first payment, but they charged me a $15.00 late fee. This was due to their error, not mine, as my account was not even set up at the time that my first payment was due. Their website offers very little information on my account, so I fear that they may have removed the 0% financing for 12 months due to my not making my first payment on time. Again, this was due to their error, not any omission on my part. To the contrary, I spent several weeks dialoguing with them in an effort to make a timely first payment. 2) Repair/replacement of my dryer. a. I purchased a service agreement (see attached) on the dryer. On 1/22/2017, the dryer caused a fuse to blow after running for approximately 15 minutes. When I tried to re-start the dryer, the start button came off rendering they dryer completely inoperable. I reported this to Conn’s on 1/22/2017 and requested service on the defective item they sold me. They have since closed my service ticket (see attached) without sending anyone to repair/replace my dryer. I don’t understand how they can blatantly deny their obligation to service my dryer, since I purchased the service agreement with them. Please help me as I have no further recourse with Conn’s in addressing these items. They are guilty of consumer fraud.TranslateDesired Resolution / OutcomeDesired Resolution:Other (requires explanation)selectDesired Outcome:I would like 1) a billing credit of $388.66; and 2) replacement dryer delivered within 5 business days of this complaint submission.