Alan J. Slobodnik, M.S.W.

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,

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] concerns regarding an account.  We are unable to locate an account with the information that was provided by Mrs. [redacted].  If Mrs. [redacted] would like to provide and account number or an invoice number, we will be glad...

to research her concerns further. Thank you, Cheryle S[redacted]

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 Ms. [redacted]’s concerns regarding account
[redacted].  Ms. [redacted] stated she paid
her account in full and would like the credit mark received in July removed
from the account.
 
According to
our records, Ms. [redacted] signed a 24-month...

retail installment contract on August
3, 2014.  Ms. [redacted] agreed to have the
minimum monthly payment due on the 12th of each month. 
Ms. [redacted]
received a 30 day credit marks due to payments being made timely.  Ms. [redacted] submitted the payment due on June
12, 2015 on July 13, 2015.  Since the
payment was submitted more than 30 calendar days after the payment was due, a
credit mark was assessed on the account. 
 
We are
obligated to report factual information to the credit bureaus and are unable to
remove negative credit marks earned on the account due to timely payments.  We have attached a copy of Ms. [redacted]’s
payment history and signed retail installment contract for her records. 
 
We value Ms.
[redacted] as a customer and appreciate her for bringing her concerns to our
attention.  Thank you,Cheryle [redacted]

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

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,
  I am done trying to get these people to listen to me. I am still very very unhappy.

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to the concerns you have regarding invoice number [redacted] We have 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 about your purchase by calling our Customer Service Helpdesk at 1-877-358-1252, or [redacted] 
  Mr. [redacted] has stated in her complaint; 1)       he made a purchase on4/15/17and was scheduled for delivery on a certain day; however, the television he purchased was out of stock.  He was informed the television would become available for a certain day, but the television is currently still out of stock.   Our investigation reveals that; 1)       the television that is listed on Mr. [redacted]’s invoice is out of stock (no longer available at Conn’s).  Mr. [redacted]’s complaint was escalated, and a replacement television [redacted] was approved.      Our records show on 4/15/17,  Mr. [redacted] purchased a Corinthian Midtown sectional which consisted of three pieces [redacted] recliner loveseat, [redacted] recliner loveseat, and a wedge), a Steve Silver Marseille dinette set which consisted of seven pieces (table and six chairs); Mr. [redacted] also received a FREE [redacted] with his qualifying purchase.  Based on Mr. [redacted]’s invoice he elected to have his living-room and dinette set delivered and for his television to be picked up from the local Conn’s in [redacted]  We show Mr. [redacted]’s living-room and dinette set was delivered on4/22/17and received in good order.  Before receiving delivery, Mr. [redacted] was made aware that his television was not available and would become available on a certain day.    After further review, we found that the television that is listed on Mr. [redacted]’s invoice is no longer available at Conn’s.  Mr. [redacted] was contacted on 5/4/17, and we extended the offer to replace the model listed with the replacement [redacted]  Mr. [redacted] was satisfied with the offer and stated he would be back to the store on 5/5/17 to complete the replacement   Conn’s values Mr. [redacted] as a customer and appreciate his for bringing his concerns 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.  
[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]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  I would also like the gift cards the salesman promised me, I cannot guarantee I will ever shop at Conns again. See the text message attached. 
Regards,

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint.  Our records show on7/16/16, Mrs. [redacted] purchased a [redacted] high-efficiency top load washer and a electric dryer with a 48-month Repair Service Agreement on both units.  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 appliances delivered.  We show the day of delivery (9/05/16) Mrs. [redacted] received her washer in good order; however the dryer was damaged therefore she refused the unit and delivery was rescheduled.  On9/07/16, Mrs. [redacted]’s dryer was delivered and received in good order.    We researched Mrs. [redacted]’s complaint and found she contacted us on9/16/16 regarding her washer; she stated that her washer was not spinning.  A service call was scheduled for9/20/16; during the inspection the technician found the washer was working as designed.  On9/20/16a service call was created for Mrs. [redacted]’s dryer; she indicated that the dryer was not heating.  We show a part was ordered on9/21/16and became available on9/22/16.  Our records indicate we attempted to contact Mrs. [redacted] on9/23/16,9/26/16, and9/27/16to schedule an appointment to complete the install; however due to no contact Mrs. [redacted]’s service order was cancelled.  On10/21/16a new ticket was created for Mrs. [redacted]’s dryer; she stated that her dryer was making noise and not completing cycles.  On10/23/16, Mrs. [redacted] contacted us again regarding her washer; stating the unit was not washing clothes properly and the washer was unbalanced.  On10/25/16, the technician leveled the washer bottom legs and confirmed Mrs. [redacted]’s washer was working ok.  On10/26/16, the technician submitted a part order for Mrs. [redacted]’s dryer.  On10/31/16, Mrs. [redacted] contacted us and she was advised that she was scheduled for11/04/16to have the parts installed on her dryer.   At this time we are unable to honor Mrs. [redacted]’s complaint to return or exchange her washer and dryer.  Mrs. [redacted] is currently scheduled for Friday (11/04/16) to have the parts installed on her dryer.      If we be of further assistance, Mrs. [redacted] may contact our Customer Service Department at1-877-358-1252.      Kind regards,     Jana A[redacted]

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 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.

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.  In the response Conns submitted to the Revdex.com they stated that they waived the restocking fee and a " courtesy " that statement was false , as it is per policy that the restocking fee be waived for items returned under 24hrs. Conns is not a Authorized [redacted] retailer as stated in the Lake Worth Store. The information in the store states " New " [redacted] pro but consumers are not allowed to inspect contents before leaving the store to verify items were " new" because they would then next open boxthe [redacted]st United I purchased stated " new [redacted] pro " 2015 model And it reflected that on the box. The computer inside was a 2012 model .The model I have now is a early 2015 model and not a 2016 model as stated.  I request replacement to a 2016 model or a full refund  [redacted]    
[Provide details of why you are not satisfied with this resolution.]
Regards,

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]

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 Ms. [redacted] concerns regarding account [redacted].  Ms. [redacted] stated she filed an insurance claim on her account. She believes she has paid the account balance in full.    According to our records, Ms. [redacted] signed a 30-month retail...

installment contract on May 15, 2015.  That contract included our credit life, disability and involuntary unemployment insurance.  On June 17, 2015 Ms. [redacted] contact our insurance department to file a disability claim.  We mailed her an insurance claim form at that time to the address on file.  As of September 6, 2016, those insurance claim forms have not been returned.  Additionally, MS. [redacted] stated she has lost her job.  We have no record of an unemployment insurance claim being filed.    If Ms. [redacted] has misplaced the insurance claim forms she may contact our insurance department at 800-280-1514 to request another form.    Conn’s is obligated to report factual information to the credit bureaus and we are unable to remove the negative credit marks assessed on the account due to payments not being made timely.  We have included a copy of Ms. [redacted] 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 [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 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 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]