Alan J. Slobodnik, M.S.W.

Thank you for
the opportunity to respond to Mrs. [redacted]’s concerns regarding account
#[redacted].  Mrs. [redacted] stated she paid
off her account in November of 2014; however, the account remains opened.
 
According to
our records, Mrs. [redacted] signed a 30-month retail...

installment contract on
October 29, 2013.  This contract included
a 12-month no-interest financing promotion. 
This promotion included $1449.94 for the product, $119.62 for the sales
tax and $150.31 for the property insurance. 
This brought the account total to $1719.87 that needed to be paid in
full before the 12-month no-interest financing offer expired on October 29,
2014.  Mrs. [redacted] paid a total of
$1664.45 which left an invoice shortage of $72.84. 
 
As a one-time
offer and a goodwill gesture, we are going to reinstate the Cash-Option, concession
the $72.84 and close the account.
 
We ask that
Mrs. [redacted] please allow 7-10 business days for the account to close.  Once the account has closed, Mrs. [redacted] will
receive a close out letter in the mail within 30 business days of the final
close-out date.
 
We value Mrs.
[redacted] as a customer and apologize for any inconvenience she has experienced
due to this matter.

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

located on Mr. [redacted]’s retail installment contract or promissory note and security agreement, invoice, coupon book, and welcome letter. As a reminder, he may contact Conn’s regarding questions about her purchase by calling our Customer Service helpdesk at 1-877-358-1252, or on-line at www.conns.com.   Mr. [redacted] stated in her complaint that: he went to the store to make his final payment on account [redacted]; he was informed that he could add on the remaining balance to a new account; he purchased a dresser he never received and is still paying for the dresser; he was denied the account after most of the items were delivered; he was approved for 18-months no-interest; and this is negatively impacting his credit. Our investigation reveals that: Mr. [redacted] was offered to add on his existing account with his current account; due to both accounts having an active “cash-option,” we are unable to combine the accounts; Conn’s respectfully disagrees that Mr. [redacted] was denied credit after the merchandise was delivered; Ms. [redacted]’s account qualified for 18-months no-interest financing promotion (“cash-option”);   and as a gesture of goodwill, we will remove the negative credit marks assessed on account [redacted] According to our records, Mr. [redacted] signed a 32-month retail installment contract on February 4, 2016.  That contract created account [redacted] qualified for the 12-month no-interest financing promotion (cash-option”).Mr. [redacted] signed a 36-month retail installment contract on January 27, 2017. That contract created account [redacted] and included our 18-month “cash-option.” Due to the accounts having two different financing terms, we are unable to combine the accounts and the add-on amount of $491.28 from account [redacted] was reversed and is no longer reflected in the balance on account [redacted]. Mr. [redacted] also stated he continues to pay for a dresser he did not receive.  An invoice credit in the amount of $540.17 was applied to account [redacted]. This included the $420.00 for the dresser, the RSA for the dresser and any applicable taxes.  We have included a copy of the payment history for account [redacted] as verification of the credits on account [redacted]. Mr. [redacted] was asked if he would like to sign a new contract to lower the minimum monthly payment due to the dresser being returned and the reversal of account [redacted]; however, he opted not to sign a new contract.  In order to correct the accounts, we would ask that Mr. [redacted] please pay $185.33 on account [redacted] on or before October 12, 2017. Once paid, Conn’s will honor the “cash-option” price and close the account.  Additionally, we are in the process of removing the negative credit marks assessed on account [redacted], reinstating the 18-month “Cash-option,” and processing a goodwill due date change to bring the account current.  Mr. [redacted]’s next payment in the amount of $296.34 will be due on October 11, 2017. Please note, it may take the credit bureaus 30-60 days to update their records.Conn’s values Mr. [redacted] as a customer and sincerely apologizes for any inconvenience he experienced due to this matter.

Thank you for the opportunity to respond to [redacted] complaint.  We have attempted to contact [redacted] to discuss and address her concerns but have been unable to reach her at this time.  We will continue to try and contact [redacted]...

[redacted]  
 Kind regards, Kathryn J[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 after a day to report that her laptop was defective; 2.         She was told she would have to pay 15% restocking fee to exchange.     Our investigation reveals that:               1.        Ms. [redacted] returned her laptop to the store stating the unit was defective but we were unable to duplicate the issue reported; 2.        Ms. [redacted] was informed that the unit must first be assessed before an exchange can be approved without the required 15% restocking fee.   Our records show on 8/4/17, Ms. [redacted] elected to purchase a [redacted] laptop which comes with a 1-rear limited manufacturer’s warranty. Ms. [redacted] declined to purchase additional coverage with Conn’s. We show Ms. [redacted] elected to take her laptop from her local Conn’s on 8/4/17 and signed her pickup slip acknowledging that she thoroughly inspected the unit and no damages were found. We contacted the store manager where Ms. [redacted] made her purchase and was informed that Ms. [redacted] returned to the store requesting to exchange the laptop due to issues with the disk drive and mouse pad. The store manager stated that they were unable to observe the issue with the disk drive as no disk was in the unit, but the mouse pad was functioning properly. Ms. [redacted] was informed that we would have to send the unit to service to determine if there is a functional failure before the laptop could be exchanged without the required 15% restocking fee. The manager stated Ms. [redacted] left the laptop in the store without a return authorization. Since the time Ms. [redacted] abandoned her laptop in the store, it was assessed by a technician, but we are unable to duplicate the issues reported regarding the laptop. We verified with the store manager that Ms. [redacted] has picked up her laptop from the store and has not contacted us for any further service needs. Although we are unable to honor Ms. [redacted]’s request to return the unit without the required 15% restocking fee, we have agreed to extend the option to return the unit with the required 15% restocking fee until 9/22/17. Conn’s values Ms. [redacted] as a customer and appreciates her for bringing her concerns to our attention.   Sincerely, Conn’s Inc.

Thank you for the opportunity to respond to Mr. [redacted]’s complaint. Our records show on 1/02/17, Mr. [redacted] purchased a 75” [redacted] 4K Smart TV and elected to a 24-month Repair Service Agreement Plan. We show Mr. [redacted] received free delivery with his qualified purchase. After further...

researched of Mr. [redacted]’s complaint, we were able to confirm that Mr. [redacted]’s invoice was completed in error. We have verified that Mr. [redacted] refused the television at the time of delivery and the unit was returned to Conn’s warehouse. We have cancelled the television from Mr. [redacted]’s invoice and issued a credit of $2903.58 to his [redacted]. Also, we will mail Mr. [redacted]’s invoice to the address we have listed on file as requested. We appreciate Mr. [redacted] for bringing this matter to our attention and we sincerely apologize for any inconvenience experienced during this process. If we may be of further assistance, Mr. [redacted] may contact Customer Service at 1-877-358-1252  Kind regards, Dyeisha [redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’ additional comments.  As mentioned in Mrs. [redacted]’ original response that was received; Mrs. [redacted]’ refrigerator was delivered and signed acknowledging the item was received in good order on 12/22/16; no issues were reported. We reached out to our delivery team and confirmed that Mrs. [redacted] refrigerator was a new factory sealed unit that was just received at the warehouse on 12/22/16 to be delivered. After further reviewing of the pictures that Ms. [redacted] sent verses the pictures taken at the time of the delivery, the refrigerator appears to have been moved. Conn’s cannot take responsibility for any damages that occurred after initial installation and delivery.  Kind regards, Kristal [redacted]Customer Relations

Thank you for the opportunity to respond to Mrs. [redacted] additional comments. After further reviewing Mrs. [redacted] service needs, Conn’s has agreed to honor her request to exchange both the washer and dryer for a different model. Mrs. [redacted] may visit her nearest Conn’s to re-select new units for up to $629.99 each. If we may be of further assistance, Mrs. [redacted] may contact us at 1-866-765-1513. Kind regards, Dyeisha [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.  
  Thank You so much Revdex.com. I truly appreciate y'all . Conns would Not corporate with me until I got y'all involve.

Thank you for the opportunity to respond to Mr. [redacted]’s additional comments.  At the time of Mr. [redacted]’s purchase, Conn’s were offering:0 interest for 24-months on all furniture & bedding purchases $1999+ Free HDTV or Free Delivery. After reviewing Mr. [redacted]’s credit application that was submitted with Conn’s; we were able to confirm that it was approved for 18-month no interest.  The sales associates did attempt to run an application through [redacted], but Mr. [redacted] was not approved.  Mr. [redacted]’s account is a MAX 36-month term but not a 36-month cash option.   We were also able to confirm with Mr. [redacted]’s sales associate that he Mr. [redacted] chose to go with two sofas.  The [redacted] set can be(sofa/loveseat, sofa/sofa, or loveseat/loveseat to make a sectional)because it gives the consumer two more massage seats and it was only an inch different in length.  The sales associate also helped Mr. [redacted] with the furniture measurements.    In regards to Mr. [redacted]’s claim that he did not receive or was unaware of Conn’s Return & Exchange Policy; we respectfully disagree with that notion.  Mr. [redacted]’s signed invoice acknowledges that he was provided a copy of the Conn’s HomePlus Return & Exchange Policy envelope. In addition, to receiving a copy of our policy it also 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, this policy can be found on Conn’s website athttp://www.conns.com/returns-and-exchange/.  Once the consumer’s invoice is printed, they are given a copy of the policy along with a copy of their invoice.  Mr. [redacted] should have also received a copy of his invoice via email.   Again, at this time we are unable to honor Mr. [redacted]’s requestto return or exchange his furniture.  Mr. [redacted] signed his delivery receipt acknowledging his furniture was received in good order.  As previously stated; Conn’s has a No Return/Exchange Policy on furniture unless inspected by a Conn’s Service Technician and found to have a manufacturer’s defect.   If we may be of further assistance, Mr. [redacted] may contact our Customer Service Department at 1-877-358-1252.      Kind regards,     Jana A[redacted] Customer Relations

Thank you for the opportunity to respond to Mr. [redacted]’s complaint.  We researched Mr. [redacted]’s complaint and found his issue has been addressed and resolved.  After reviewing his service history, we found due to a system error there was a delay processing his exchange.  Our records...

show Mr. [redacted]’s exchange was approved on 8/19/15; he was issued a credit up to the original amount paid to re-select one item.  On 8/21/15, Mr. [redacted] initiated his exchange; he selected a Samsung side-by-side refrigerator model (RS25J500DWW) and purchased a 24-month Repair Service Agreement for his new refrigerator.  Again, we sincerely apologize to Mr. [redacted] for any inconvenience that he experienced during this process.                                    ...⇄ we may be of further assistance, Mr. [redacted] may contact our Customer Service department at [redacted].Kind regards,[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.]
The freezer handle in the picture is dented, it is pushed in. The plastic was purposely left on when the picture was taken.  When we had previous appliances installed, the other drivers removed all plastic and tape upon inspection.  As I recall when our washer and dryer and the previous refrigerator was installed, the driver took the picture on the way out the door.  It was the last thing he did after install.  We have a phone record to show we contacted the service department at the time of the install. I had requested for the driver to take the refrigerator back. However, my wife needed a refrigerator and because we had been without one for nearly two months decided to keep it and have it repaired.  According to the driver and manager, it would be repaired as soon as they received a new handle.  Still waiting.  We were forced to renew the service warranty because, according to your sales rep, the previous service warranty was only valid for refrigerator that was no longer working... 'The service warranty is only valid for specific serial numbers. Each serial number must have its own service warranty policy.'  Because your store rep advised that the service warranty would not be honored for the new appliance, we were forced to purchase a new service warranty.  Even though we still had a couple of years in the previous service warranty.  Thus, we were forced to pay an additional $1000 'new replacement'refrigerator that was provided thru the in store credit.  
I don't understand why the driver could not confirm if it was a 'new' appliance and advised it may have been returned at some point because the appliance was not in a box. The only reason this conversation came up was because the handle was dented. My wife had specifically asked to see the box, or package, it came in.  They could not provide one. So because you state its a verifiable serial number of a new refrigerator that's not in a new box, like any new product, with a dented handle and an over paid service warranty, I'm suppose to take your word that it's a new refrigerator.  Again operating with bad intent,  all were asking for is to cover the cost of the new service warranty and replace the handle. How long have we been a customer now?

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 8/5/2015 11:34:49 PM and assigned ID [redacted].
Regards,

Thank you for the opportunity to respond to Mr. [redacted] concerns regarding collection calls.  Mr. [redacted] stated he has been receiving collection calls since June 10, 2015.We were unable to locate telephone number [redacted] provided by Mr. [redacted] in our system.  We have attempted...

to contact Mr. [redacted] to see if he would like to provide an additional telephone number for further inquiry; however, we were unsuccessful.  If Mr. [redacted] would like to provide any additional telephone numbers, we will be glad to investigate further.   Thank you, [redacted]

Thank you for the opportunity to respond Mrs. [redacted]’s additional comments.  As previously mentioned in Mrs. [redacted]’s original response; she contacted us stating her [redacted] laptop/tablet 2-N-1 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.  Since Mrs. [redacted]’s last complaint; we did not find a new service order on file.  Multiple attempts were made to contact Mrs. [redacted] to have a remote technician assess her repair needs, but we were unsuccessful in our attempts.  At this time we are unable to honor Mrs. [redacted]’s request to return or exchange her [redacted] laptop/tablet 2-N-1.  Again, for further assistance Mrs. [redacted] will need to contact our service department at 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 Ms. [redacted]’s concerns regarding account
[redacted].  Ms. [redacted] stated she
would not have to pay February’s payment on her account and she would like the
collection calls to stop.
 
According to
our records, Ms....

[redacted] signed a 32-month retail installment contract on
December 13, 2014. Ms. [redacted]
agreed to have the minimum monthly payment due on the 27th of each
month. 
 
Ms.
[redacted]’s a good-will due date change was supposed to be processed due to
a delivery issue. 
 
We have
processed a good-will due date change and removed any negative credit marks
assessed on the account due to the error. 
 
Ms.
[redacted] also stated she would like her furniture repaired.  We do not have record of Ms. [redacted]
requesting service once the items were replaced.  If Ms. [redacted] would like to request
service she may contact us at 855-266-6349 and a technician will inspect the
product to determine service needs. 
 
Although Conn’s
would prefer to keep the lines of communication open, we have placed a cease
communications on the telephone numbers associated with Ms. [redacted]’s
account.
 
Conn’s values Ms.
[redacted] as a customer and sincerely apologizes for any inconvenience she
has experienced due to this matter.

Thank you for the
opportunity to respond to Mrs. [redacted]’s complaint. Our records show on 3/12/15,
Mrs. [redacted] purchased a ** washer and dryer both with a 48-month Repair Service
Agreement. Mrs. [redacted]’s delivery was scheduled on 3/28/15; during installation
Conn’s delivery team successfully...

connect the washer however; they were unable
to connect the dryer due to the breaker on the 220 outlet. Mrs. [redacted] signed
her delivery ticket acknowledging she received her products in good order; no
damages were reported at the time of delivery and a photo was taken showing the
dryer door was closed properly.
 
We researched Mrs.
[redacted]’s complaint and found she contacted our service department on 5/25/15 (approximately 2 months after delivery)
stating the door on the dryer is not closing properly, the seal is loose and
lint is coming out. A service appointment was scheduled on 5/27/15; during
inspection the technician found the bottom door where the lint filtered was
bent outward which is the cause of the door is not closing. Mrs. [redacted] was
advised that the reported damage was not covered under the Terms and Conditions
of the manufacturer’s warranty or the RSA Plan.
 
Although the damage to
Mrs. [redacted]’s dryer does qualify for repairs under the T&C’s of the manufacturer
warranty or RSA Plan, Conn’s can offer Mrs. [redacted] an estimate to pay out-of-pocket
to continue with further repairs regarding this issue.
 
We have included
supporting documents with our response.
 
If we may be of further
assistance, Mrs. [redacted] may contact Customer Service at 1-877-358-1252.
 
 
Kind regards,
 
Dyeisha W[redacted]

Thank you for the opportunity to respond to [redacted] additional comments. We provided photos in our previous response showing how different lighting may alters the appearance of the furniture. We have also confirmed that Conn’s does not offer this furniture set in a different color and the product [redacted] received is the same items found in store and listed on her invoice. Although Conn’s has a NO return/exchange policy on all furniture, we are willing to return the sofa and loveseat and issue a credit to her account in attempts to resolve this matter. [redacted] may contact us directly at 1-866-765-1513 to schedule a date for Conn’s delivery team to pick up the merchandise. Once the items have been received we will process the credit to [redacted] account. Kind regards, Dyeisha [redacted]

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to the concerns you have regarding account(s) [redacted]. We have a more than 120-year history of quality customer service and satisfaction, and I would not want anything to impair that record. Our contact information is located...

on Ms. [redacted]’s retail installment contract or promissory note and security agreement, invoice, coupon book, and welcome letter. As a reminder, she may contact Conn’s regarding questions about her 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 wants all financial obligations quashed and removed; she has been unable to log into the webpay system to pay her bill; and she would like the late fees removed and reasonable means to set up her payment Our investigation reveals that: we are unable to quash or remove the charges due under the retail installment contract; Ms. [redacted] registered for our new webpay system on March 12, 2017; and Conn’s is unable to remove the late fees assessed on the account due to the payments not being made timely.   According to our records, Ms. [redacted] signed a 24-month retail installment contract on November 3, 2016. She agreed to have her minimum monthly payment of $38.15 due on the 10th of each month.    When a payment is late, we routinely begin call attempts to the telephone numbers provided on the credit application, as a reminder to ensure payments will be made timely. It is normal practice for our company to begin call attempts to assist consumers from falling behind on their account. Ms. [redacted] may pay in her local Conn's store, by mail, over the phone, or online where we also offer the option to schedule recurring payments if it is more convenient for her, before the due date. Additionally, if Ms. [redacted]’s pay date has changed, she may benefit from requesting a change of her due date each month. We ask that Ms. [redacted] contact us if she would find this beneficial.   Conn’s updated our webpay system in March of 2017.  Our records indicate that although Ms. [redacted] typically schedules her payment with an agent, she enrolled in our webpay system on March 12, 2017.  Ms. [redacted] has not notified us of any other problems with webpay since her enrollment date. If Ms. [redacted]’s login attempts are unsuccessful, we ask that she contact our customer service department so they may assist her further.   Conn’s is unable to remove the late fees from the account, as the account is past due from March 10, 2017.  Ms. [redacted] spoke with an agent on March 10, 2017 and stated she was going to make her payment through the webpay system; however, that payment was not processed.    Although Conn’s would prefer to keep the lines of communication opened, we have placed a cease communications on the telephone numbers associated with your account.    Conn’s appreciates Ms. [redacted] for bringing her concerns to our attention.

Conn’s will gladly accept the payment amount of $109.00, as the total amount past due as of May 19, 2016 is $109.12; however, we are obligated to report factual information to the credit bureaus and are unable to delete the account or remove any negative credit marks assessed on the account due to payments not being made timely.

Thank you for the opportunity to respond to [redacted] complaint.  We researched [redacted] complaint and found her invoice was completed in error.  Our records show the day of the delivery [redacted] received (1) mattress, (2) recliners, footboard, rails, sofa, and (1) box spring...

in good order; however one mattress was not delivered.  [redacted] was contacted and informed of the error and advised to come into her local Conn’s to reselect a new mattress.  As of 11/20/15, [redacted] new mattress is scheduled to be delivered.  We appreciate [redacted] being this matter to our attention and we sincerely apologize for any inconvenience she experienced during this process.If we may be of further assistance, [redacted] may contact our Customer Service department at 1-877-358-1252Kind regards,Jana Andrews