Alan J. Slobodnik, M.S.W.

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint.  Our records show on 12/23/15, Mrs. [redacted] purchased a [redacted] laptop/tablet 2-N-1 with a 37-month Repair Service Agreement w/Accidental Damage.  Mrs. [redacted]’s signed invoice indicates at the time of purchase she...

acknowledged she was provided a copy of Conn’s Return and Exchange Policy which states: A consumer has 14-days from the date the item is received to return or exchange (computers) 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.  Mrs. [redacted] also signed acknowledging she was provided a copy of the RSA & ACCIDENTAL DAMAGE brochure and that she understood the coverage associated with the covered product.  Mrs. [redacted] elected to pick up her laptop/tablet 2-N-1 from our [redacted] location store #[redacted]. We researched Mrs. [redacted]’s complaint and found she contacted us on 12/30/15, stating the unit would not connect to the Wi-Fi.  Mrs. [redacted]’s unit was received by service; during the inspection the technician tested Mrs. [redacted]’s laptop/tablet 2-N-1 and the unit passed all functional tests.  The technician also updated all system drivers optimized unit was working up the manufacturer specifications.    After further review we did not find a new service order was created for Mrs. [redacted] regarding an issue with her laptop/tablet 2-N-1.  After receiving her complaint we attempted multiple times to contact her to have a remote technician assess her repair needs.  For further assistance she may contact our service department 1-855-266-6349 to have a remote technician assess her repair needs.  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 complaint. Our records show on 11/1/15, Mrs. [redacted] purchased [redacted] Notebook and elected to buy a 25-month Repair Service Agreement Plan. We researched Mrs. [redacted] service history, and she took her notebook into the local...

Conn’s on 11/4/16 for repairs due to the unit does not turn on when plugged in. Mrs. [redacted]’s notebook was received in Conn’s service center on 11/14/16; during the inspection, the technician found a new AC adapter was needed to complete repairs. Mrs. [redacted] was contacted and made aware that the part was on back order until 11/29/16 and she would be notified once the unit is fixed. Once the part was received the technician attempted to repair the unit but found the incorrect adapter was received. Therefore on 12/2/16; Mrs. [redacted] was contacted and made aware that the notebook has been approved for an exchange due to the service delay. Our records show Mrs. [redacted] requested to receive a refund instead of the exchange, therefore; we processed a credit of $646.25 to her account on 12/7/16. We sincerely apologize for any inconvenience Mrs. [redacted] experienced as a result of the service delay. If we may be of further assistance, Mrs. [redacted]  may contact Customer Service at 1-877-358-1252  Kind regards, Dyeisha [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)      She has been having an issue with her furniture since it was received; 2)      She was told by the sales representative that her furniture was made of all wood; 3)      She has contacted us and has not received assistance; and 4)      She is requesting an exchange or refund.     Our investigation reveals that: 1)      We have no records showing that Ms. [redacted] contacted us regarding any issues with her furniture at the time of delivery; 2)      Although we are unable to verify verbal communication, our shelf tags display descriptions on the products listed; 3)      We have been in contact with Ms. [redacted] regarding her service; 4)      Ms. [redacted]’s furniture does not meet the qualification for an exchange or refund.   Our records show on 12/29/16, Ms. [redacted] purchased the [redacted] Queen bedroom furniture that consists of seven pieces (headboard, footboard, rails, dresser, mirror, night stand, and chest) which came with a 1-year limited manufacturer’s warranty.  Ms. [redacted] elected not to purchase the additional coverage with Conn’s.   We researched Ms. [redacted]’s complaint and found that she contacted our service department on 2/28/17 stating the rails are chipped, and there is a scratch on the dresser. A service appointment was originally scheduled for 3/20/17 however; Ms. [redacted] requested to re-schedule. Our records show the service order was canceled on 4/8/17 due to several failed attempts to re-scheduled Ms. [redacted]’s appointment.   We show Ms. [redacted] later contacted the service department on 4/11/17 regarding the same issue. A service appointment was scheduled for 4/20/17. During the inspection, the serviceman found the top of the dresser was scratched and chipped as well as chips on the left side of the rail. Although the manufacturer’s warranty does not cover cosmetic damage and the problem found at the time of inspection was from use, the serviceman notated that he filled, stained and sealed the left side rail and the top of the dresser to complete minor repairs.   Our records show Ms. [redacted] contacted us again on 5/9/17 requesting service stating that her dresser and nightstand is peeling.   Ms. [redacted] was informed that peeling is not covered under the Terms and Conditions of the manufacturer’s warranty.   At this time we are unable to honor Ms. [redacted]’s request for an exchange or refund.    Conn’s values Ms. [redacted] as a customer and appreciates her for bringing her concerns to our attention.

Thank you for the
opportunity to respond to [redacted] complaint. Our records show on 5/19/13,
[redacted] purchased the S[redacted] mattress with a 48-month FurnitureGard
Plan.
 
We reviewed [redacted]
complaint and found she contacted our service department on 5/13/15...

stating her
mattress was sinking in and bulging out to the side. A service appointment was
originally scheduled for 6/13/15 however due to scheduling conflicts [redacted] appointment was re-scheduled for 6/27/15. During the inspection the
serviceman found a ½” body impression and several stains throughout the
mattress. [redacted] was contacted by our Furniture Claim specialist and advised
that based on the serviceman’s finding and the photos provided during
inspection; the mattress displays signs of stains on the same side the bulging
appears. [redacted] was also informed that her mattress only has a 1/2” body
impression which does not meet the qualification for an exchange under the
Terms and Conditions of the manufacturer’s warranty or the FurnitureGard Plan.
 
At this time we are unable
to honor [redacted] request for an exchange; her mattress does not meet the
qualification based on the serviceman’s findings and photos provided.
 
We have included a copy of
Sealy Warranty with our response.
 
If
we may be of further assistance, [redacted] may contact our customer service
department at [redacted]Kind regards,Dyeisha W[redacted]

Thank you again for the opportunity to respond to Mr. [redacted]'s concerns regarding account [redacted] and [redacted].  We are unable to combine Mr. [redacted]'s accounts due to the small balance owed on account [redacted].  We value Mr. [redacted] as a customer and appreciate him for bringing his concerns to our attention.

Thank
you for the opportunity to respond to Mrs. [redacted] complaint.  Our
records show on 10/18/15,
Mr. [redacted] purchased an [redacted] sofa and loveseat
that came with a limited 1-year manufacturer warranty; no additional
Furnituregard coverage was purchased through Conn’s.  Mrs. [redacted]
elected to have her sofa and loveseat delivered; which was completed on 10/19/15.


We
researched Mrs. [redacted] complaint and found she contacted us on 10/26/15 regarding both sofa
and loveseat; stating the stitching was coming off.  A service call
was scheduled for 10/30/15;
during the inspection the serviceman found the threading was coming apart
in several areas.  The serviceman turned in a part request and the
parts were expected to arrive on 11/02/15. 
However, on 11/13/15we contacted Mrs. [redacted] and
advised her that an exchange was approved to replace her sofa and
loveseat.  Mrs. [redacted] exchange was submitted and approved under
the terms and conditions of the manufacturer warranty which only covers the
replacement of the product/exchange and not a refund.  Mrs. [redacted]
exchange is valid through 12/28/15. 
Mrs. [redacted] may visit her nearest Conn’s location to initiate her exchange
and schedule delivery.  We sincerely apologize for any inconvenience
Mrs. [redacted] 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
A[redacted]











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Thank you for the opportunity to respond to Mr. [redacted]’s complaint. We researched Mr. [redacted]’s concerns and found that both Mr. and Mrs. [redacted] applied for credit with Conn’s on 10/24/16 however; Mr. [redacted] requested to cancel his application. Our records show Mrs. [redacted] was...

approved for $2250.00 with a 5% down payment on a Conn’s Retail Installment account based on her approved credit. Mrs. [redacted] did not meet the credit criteria to receive the 36-month No Interest with a $39 monthly payment offer. We show Mr. [redacted] expressed her interest in purchasing a [redacted] 65” TV which retailed for $1399.99 and was informed that she would be required to pay a $70.00 down payment (5%) based on her approval. However; Mrs. [redacted] elected to cancel her credit application and no account was created with Conn’s. At this time we are unable to honor Mr. [redacted]’s request; Conn’s promotional offers are subject to credit approval as well as our advertised prices are subject to state and local sales taxes and fees as stated. If we may be of further assistance, Mr. [redacted] may contact us at 1-877-765-1513.  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:From: [redacted] Sent: Sunday, September 17, 2017 3:21 PMTo: drteam <[email protected]>Subject: Resolved issueI don't know If I had message before but the store resolved the issue a few days later sorry for the late notice. 
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to 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)       A few months after getting her freezer repaired the unit broke again, and no one has come out to fix it; 2)       She lost all her food; and 3)       She is requesting an exchange on the refrigerator.     Our investigation reveals that: 1)    Ms. [redacted] contacted us on 8/8/17 for repairs and technician assessed the unit on 8/17/17. 2)    We received Ms. [redacted]’s food loss on 8/21/17; we ask to allow 7-10 business days for processing. 3)    Ms. [redacted]’s refrigerator was approved for an exchange on 8/21/17.     Our records show on 7/19/15, Ms. [redacted] purchased an [redacted] refrigerator and elected to purchase a 48-month Repair Service Agreement Plan.   We researched Ms. [redacted]’s complaint and found that her issue has been addressed. Our records show on 8/21/17, Ms. [redacted]’s refrigerator was approved for an exchange for up to $3599.97 to re-select a new unit. We show Ms. [redacted] re-selected a [redacted] French Door refrigerator which was delivered in good order on 8/22/17.   Also, we show Ms. [redacted]’s food loss claim was received on 8/21/17 for processing. We ask to please allow 7-10 business days for food claims to be processed.   Conn’s value Ms. [redacted] as a customer and appreciates her for bringing this matter to our attention.

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint. Our records show on11/11/16; Mr. [redacted] purchased the [redacted] which consists of four pieces (console, hutch and pier base and pier top) and a 65” [redacted] 4K Smart TV.   We spoke to Mrs. [redacted]...

on 12/21/16 and agreed to exchange the television and hutch that was initially damaged during delivery. Mrs. [redacted] was informed that the hutch would be assembled with the remaining items that were previously accepted during delivery. We were able to verify during the re-delivery on12/23/16; our delivery team could not assemble the complete entertainment center due to additional damage found, therefore; Conn’s agreed to honor Mrs. [redacted]’s request to return the entertainment center only and issue a credit to Mr. [redacted]’s account. Mrs. [redacted] will be contacted by our delivery team to schedule an appointment to pick up the items. Once we receive the unit, we will process the credit to Mr. [redacted]’s account.   We sincerely apologize for any inconvenience Mr. and Mrs. [redacted] experienced during this process.   If we may be of further assistance, Mrs. [redacted] may contact us at1-866-765-1513.   Kind regards,   Dyeisha [redacted] Customer Relations

Thank you for
the opportunity to respond to Ms. [redacted]’ concerns regarding a delivery
fee.  Ms. [redacted] stated she saw an
advertisement for free delivery; however, she was charged for delivery.
 
Conn’s would
like to thank Ms. [redacted] for bringing this matter to our...

attention.  It has been corrected and we have refunded
Ms. [redacted] delivery fee of $79.99 plus tax. 
Ms. [redacted] will receive her refund check in the mail within 7-14
business days. 
 
Conn’s values Ms. [redacted] as a customer and
sincerely apologizes for any inconvenience she has experienced due to this
matterThank you,Cheryle [redacted]

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to Ms. [redacted]’ concerns. We have a more than 120-year history of quality customer service and satisfaction, and we would not want anything to impair that record. As a reminder, 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.        She contacted us for service on her washer, but we have not been able to find a technician to inspect the unit;     Our investigation reveals that: 1.        Due to Ms. [redacted] location, there was a delay scheduling her initial service appointment.   Our records show on 11/30/16, Ms. [redacted] purchased a [redacted] washer and elected to purchase a 48-month Repair Service Agreement Plan.   We researched Ms. [redacted] complaint and found that she contacted our service department on 10/2/17 stating that her washer displayed an error code and will not complete the cycle. Our records show we did not have a service provider in Ms. [redacted] area which caused a delay scheduling her initial appointment. Therefore; we reached out to the manufacturer to schedule Ms. [redacted] an inspection in attempts to expedite her repair needs. Based on the manufacturer, we were informed that Ms. [redacted] is currently scheduled with a 3rd party technician and parts have been ordered to complete the repairs. Ms. [redacted] has been contacted and made aware that once the provider receives the parts, she will be contacted to schedule installation.   We sincerely apologize for any inconvenience Ms. [redacted] experienced as a result of the service delay.   Conn’s valued Ms. [redacted] as a customer and appreciated him for bringing this matter to our attention. Sincerely, Conn’s Inc.

Thank you again for the opportunity to respond to Ms. [redacted]' concerns regarding her account.  Our records indicate both payments were returned to her [redacted] card.  Ms. [redacted] will need to provide her December [redacted] card statement for further review.

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)       She contacted us for repairs on her sofa, and we replaced a part. However, the part that was replaced is still not working correctly; 2)       She was informed that her warranty expired, but we will send some out to look at her sofa, and 3)       She is requesting to have her sofa repaired.   Our investigation reveals that: 1)    Ms. [redacted]’s did not contact us again until two months after parts were replaced on her sofa, 2)    Ms. [redacted] was advised that the manufacturer’s warranty expired on her furniture and we were unable to continue with repairs, and 3)    We have agreed to send a serviceman back out to re-assess the mechanism only.   Our records show on 7/6/16, Ms. [redacted] purchased the Nolan recliner and reclining sofa which came with a 1-year limited manufacturer’s warranty until 7/6/17.   We researched Ms. [redacted]’s service history and found that she first contacted us for service on 5/16/17 stating her reclining sofa does not close. A service appointment was scheduled for 5/18/17. During the inspection, the serviceman found the right recliner of the sofa is not working and submitted a part order to replace the right mechanism. Once we received the part, Ms. [redacted] was contacted and scheduled for installation on 6/1/17. However; before her appointment, Ms. [redacted] contacted us and stated she will be out of town and will notify us when she is ready for installation. We show Ms. [redacted] later contacted us to continue with repairs and was scheduled for 6/7/17. The serviceman reported that he installed the new mechanism on the sofa and the unit was functioning properly.   Our records show Ms. [redacted] contacted us again on 8/2/17 stating that she has been out of town and when she returned she noticed her sofa was not repaired correctly. Ms. [redacted] was advised that her manufacturer’s warranty expired on 7/6/17 and we are unable to continue with repairs.   After further review of Ms. [redacted]’s complaint, we have agreed to send a serviceman out to re-assess only the mechanism that was replaced. Once the serviceman has inspected the unit, we can determine if a new mechanism is required.   Conn’s value Ms. [redacted] as a customer and appreciates her for bringing this matter to our attention.

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:
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 9/6/2017 and assigned ID [redacted].
Regards,

Thank you again for the opportunity to respond to Mrs. [redacted]'s concerns regarding a Conn's account.  We have attempted to contact the account holder to address the concerns regarding the account.  We will be happy to discuss the concerns with the account holder.  If the account holder would like to contact me directly at [redacted] ext. [redacted], I will be glad to discuss the information requested. Thank you, Cheryle [redacted]

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to Mr. [redacted] concerns. We have a more than 120-year history of quality customer service and satisfaction, and we would not want anything to impair that record. As a reminder, Mr. [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.  Mr. [redacted] has stated in the complaint: 1)      He contacted us for repairs on his TV and had been getting the runaround receive his service, and 2)      he is requesting an exchange.         Our investigation reveals that: 1)    We attempted to locate a service provider in Mr. [redacted]’s location but was unsuccessful; and  2)    Mr. [redacted] was approved for an exchange under the Terms and Conditions of the manufacturer’s warranty.     Our records show on 2/22/17, Mr. [redacted] purchased a 65” [redacted] 4k Smart TV and elected to purchase a 25-month Repair Service Agreement Plan.   We researched Mr. [redacted]’s complaint and found that he contacted our service department on 6/24/17 stating that there was a large dark line on the left side of the screen. Our records show we reached out to the manufacturer in attempts to locate a service provider in Mr. [redacted]’s area but found a technician was not available. The manufacturer approved to exchange Mr. [redacted]’s television since a provider was not available.   Our record show Mr. [redacted]’s new television was delivered and signed acknowledging the item was received in good order on 7/13/17.  We sincerely apologize for any inconvenience Mr. [redacted] experienced as a result of the service delay.   Conn’s values Mr. [redacted] a customer and appreciates him for bringing this matter to our attention.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. The response this company gave you is a total bull st lie. This company did not send me a copy of any contract on any email. We thought papers would be given when we picked up the TV from the warehouse. They instructed us they papers would be mailed. After we found out that the company put $785.00 worth of insurance on this bill we decided to cancel and return the product within the 30 days allowed by law. The company said there would be a 15% restocking charge, I asked where was that printed, the company said in your contracts, I stated to them you have not sent me any paperwork, and they did not send any. The whole 30 days we waited for this so called paper concerning this restocking charge to appear, Never has been sent to me. I called the collections Dept. on February 3, 2017 and talked to a lady by the name of [redacted] she said If I paid $100.00 on this account and after it posted on Feb.9th 2017 then she could rewrite the terms and set it up on $100.00 per month due on the 9th of each month beginning on March 9th 2017, I paid her $100.00 0n check #[redacted] confirmation #[redacted]. The payment cleared and the company refuses to honor what the lady told me she would do. So I guess she lied. That conversation is recorded that took place on Feb. 3rd, 2017 pull the records. As for the insurance that was added My dad went to home to get his homeowners policy and it was brought up to the store and Yolanda took a copy and put it with my files. We even told her we did not want any extra warranty and we had our own insurance. so I should had never been charged for that as well. I even was told that the payments would be $106.50 a month not $130.11 so twice I have been lied to. Now on Feb. 18th conns has sent me the contracts by mail we received, IN THAT CONTRACT THERE IS NOTHING MENTIONED ABOUT THE INSURANCE BEING CREDITED NOR IS THERE ANYFORM ATTACHED THAT I SUPPOSILY SIGNED AGREEING TO SOME BULL st 15% RESTOCKING CHARGE. THERE IS A NOTICE THAT WE DID NOT WANT ANY EXTRA WARRANTY BUT WAS STILL CHARGED FOR IT. THIS COMPANY IS FULL OF LIES AND DECEIT I WILL SETTLE THIS IF I AM ALLOWED TO RETURN THE 2 PRODUCT BACK IN THE ORIGINAL PACKAGING FOR FULL CREDIT, OR THE COMAPNAY STANDS BY WHAT WAS PROMISED TO ME BY [redacted] ON THE TERMS STATED ON FEB. 3RD.  
[Provide details of why you are not satisfied with this resolution.]
Regards,