Alan J. Slobodnik, M.S.W.

Thank you for
the opportunity to respond to Ms. Trevino’s concerns regarding account [redacted].  Ms. Trevino stated she accepted an offer to
refinance her accounts, but continued to receive collection calls.
 
According to
our records, Ms. Trevino accepted an offer to...

refinance her accounts on March
16, 2016.  The refinance retail
installment contract was emailed to her on March 19, 2016. She requested
additional changes and a new contract was emailed to her on March 24,
2016.  We received the signed retail
installment contract on April 4, 2016.  The
contract was processed and the new account was established on April 11,
2016.  No additional collection efforts
were made once the completed contract was received.  Ms. Trevino’s next payment on account
[redacted] is due on April 24, 2016 in the amount of $82.97.
 
We received a
copy of Ms. Trevino’s renter’s insurance policy on April 5, 2016.  The contract was already in process and could
not be modified at that time.  We are in
the process of removing the property insurance from Ms. Trevino’s
accounts.  We ask that Ms. Trevino please
allow 10-14 business days for processing. 
 
Conn’s values
Ms. Trevino as a customer and appreciates her for bringing her concerns to our
attention.  Thank you,Cheryle S[redacted]

Thank you for the
opportunity to respond to Mrs. [redacted] complaint.  Our records...

show on 3/09/14, Mrs. [redacted] purchased a
Home Stretch (Double Play) furniture set which consisted of three pieces
(reclining sofa, recliner, and reclining loveseat) with a 48-month
Furnituregard Plan on all three pieces.  Mrs.  [redacted] elected to
have her furniture delivered; which was completed on 3/11/14.
We researched Mrs.
[redacted] complaint and found her most recent service call was on 5/08/15regarding her recliner; stating the recliner was tearing on the
front side.  A service call was placed on 6/06/15; during the inspection
the serviceman found the recliner was torn/cut on the right side front and
parts needed to be ordered.  The serviceman ordered the parts and they
were shipped and received by Mrs. [redacted] on 6/19/15.  Our records show
we attempted to contact Mrs. [redacted] on 6/23/15, 6/27/15, and 7/09/15to schedule an appointment to complete the repairs, but we were
unsuccessful in our attempts.  Mrs. [redacted] later contacted us and was
scheduled for service on 8/07/15.  The day of
service our records indicate the serviceman went to complete Mrs. [redacted]
repair; however there were no adults present and the serviceman contacted
dispatch and was advised not to enter the residence.  Mrs. [redacted] was
contacted to confirm and reschedule; she has been scheduled for 9/04/15to complete repairs however we are trying to contact her to
schedule a sooner date.                                     �...⇄ /> If we may be of further
assistance, Mrs. [redacted] may contact our Customer Service department at 1-877-358-1252.

Kind regards,


Jana [redacted]

Thank you for the opportunity to respond to [redacted] concerns regarding account [redacted]. Ms. [redacted] stated she has made all of her payments but her account reflects a past due amount.   Conn’s is working diligently to assist Ms. [redacted] regarding her concerns.  Ms. [redacted] submitted bank...

statements for July, August, and September; however, we will need Ms. [redacted] to submit her bank statements for May and June to be able to research her concerns further.   Conn’s values Ms. [redacted] as a customer and apologizes for any inconvenience she has experienced due to this matter.   Thank you, Cheryle [redacted]

Thank you for the
opportunity to respond to [redacted]’ complaint. Our records show on
2/24/15, [redacted] purchased the [redacted] Cream living set which
consist of three pieces (sofa, right chaise and ottoman) and elected to
purchase a 48-month FurnitureGard Plan. [redacted]’...

signed her invoice
acknowledging she received at copy of the FurnitureGard Plan and understood the
coverage associated with the covered products.
 
We researched [redacted] complaint and found she contacted our service department on 6/10/15
stating she needed her sofa and ottoman cleaned due to urine and juice stains.
A service appointment was scheduled for 6/30/15; during inspection the
serviceman found a number of permanent setting stains that are beyond spot
cleaning. [redacted]’ was contacted by our Furniture Claim specialist and
advised that based on the photos provided during inspection; the accumulation
of stains and the overall extraction cleaning is not covered under the Terms
and Conditions of the manufacturer’s warranty or FurnitureGard Plan.
 
We contacted the sales
associate in regards to [redacted]’ claim regarding her warranty coverage.
The sales associate stated he explained to [redacted] during her initial
purchase that the warranty covers spot cleaning and provided her a copy of the
FurnitureGard Plan. We also spoke with both the store manager and assistant
manager who stated they spoke to [redacted] and provided her the same
information regarding her warranty coverage.
 
At this time we are unable
to honor [redacted]’ request; Conn’s has a No Return or Exchange Policy on
all furniture. Based on the serviceman’s report and photos provided, the
damages are not covered under the Terms and Conditions of the manufacture or
FurnitureGard Plan.  
 
If
we may be of further assistance, [redacted] may contact our customer service
department at [redacted]Kind regards,Dyeisha W[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
I have received no calls from conns. If they have contacted me they have left no voicemail for me to call them back.  This does not satisfy me like I have stated.  For spending this much with a company and getting a faulty TV I feel that an exchange is warranted but it seems as if Conns is more worried about losing a few hundred dollars than they are satisfying their customers that would have otherwise continued to spend money with them.  Since they do not want to fix the issue not only will I not  buy from them but I will also do everything I cant to make sure no one purchases anything from them.  Social media and reviews online will reflect my thoughts of this company.  They are exactly what they call themselves....CONNS
Regards,
[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 close the complaint.

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint. Our records show on5/25/16, Mrs. [redacted] purchased a [redacted] washer and dryer both with a 48-month RSA Plan and two pedestals. Mrs. [redacted] items were scheduled for delivery on5/26/16 however; during delivery the washer and one...

pedestal were damaged therefore she was re-scheduled for delivery the following day. We show Mrs. [redacted] new washer and pedestal was delivered and received in good order on5/27/16. We have no records showing Mrs. [redacted] has contacted us regarding any further issues with her units since the items were delivered.   If we may be of further assistance Mrs. [redacted] may contact us at1-866-765-1513.     Kind regards, Dyeisha [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint for the meantime for the following reasons:First and foremost, we are awaiting proof from Cheryle with Conns corporate center that the charge offs have been removed from the three credit bureaus before we will agree to any payoff or can accept this response.  We are also awaiting some sort of resolution from Conns upper management to rectify the fact that we have spent numerous hours online, on the phone with Conns, in addition to an hour with our attorney, the Revdex.com, the attorney generals office, the credit bureaus, not to mention driving to the storefront 3 times, the cost associated with lost time, miles and the headache attempting to pay off and close our account when Conns internal departments and lack of training were at fault for this matter. We were just trying to pay off our account. We also have had to deal with their internal collections department as well as the 3rd party collection departments' harassing phone calls at all hours of the day as well as while we were on vacation. As two self employed individuals ourselves, we understand that making the customer happy and owning up to ones mistakes is how a successful business should be run. When mistakes occur, we, as small business owners ourselves, go above and beyond to do what we can to rectify the situation and make it right, and feel that a large company that has been around for so many years and brings in as much revenue (as mentioned in the response) would recognize that their unfair/illegal credit reporting actions were not right and expect they would offer some reasonable resolution as an apology to maintain return customers and their reputation without us having to ask. Prior to this very small loan, we spent nearly $4000 on furniture  from them! 
[Provide details of why you are not satisfied with this resolution.]
Regards,[redacted] & [redacted]

Revdex.com:
This letter is to inform you that Conns Appliance, Inc. has not carried out to my satisfaction the resolution it proposed for my complaint, filed on 11/20/2015 and assigned ID [redacted]. I am still waiting on a resolution. I have not file my case through the court system. I...

am still waiting upon a call from conns  Solution Desk. Thank you [redacted]Concern Case #[redacted]
Regards,

Thank you for contacting us
regarding Ms. [redacted]’s additional comments. 
We attempted to contact Ms. [redacted] on 10/16/15 on both
numbers provided and were unable to reach her. 
We called the number listed on her Revdex.com complaint 10/23/15, and a female
answered stating we had the wrong number. 
We understand Ms. [redacted]’s frustration regarding losing her data we have
made every effort to locate her hard drive and have been unable to do so.
If Ms. [redacted] would like to further discuss her
concerns she may contact me directly at [redacted] ext [redacted].
Kind regards,
Kathryn J[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.   Sent: Wednesday, May 24, 2017 4:25 PMSubject: RE: Revdex.com Complaint ID [redacted]Ok thank you. I rejected their response because they didn't make any kind of resolution. They agreed that the time frame I had was accurate but made no reference to the fact it shouldn't take over 4 months to get a simple thing fixed. They didn't address the lie of the technician or the state he left the last repair in. The lack of care of the technicians and the time frames it takes to get anything fixed makes the warranty pretty much useless. I didn't request to have all my warranties refunded just one in compensation, yet their only offer was to cancel it now, as anyone can, and get the prorated difference back. This is unsatisfactory.Let me know if you need anything else please. Thank you for your time.[redacted]

Thank you for
the opportunity to respond to Mr. [redacted]’s concerns regarding accounts
[redacted] and account [redacted].  Mr. [redacted] stated he combined his accounts;
however, he is still receiving collection calls.
According to
our records, Mr. [redacted] had...

three accounts opened prior to signing the retail
installment contract on August 26, 2015. 
Account [redacted] and [redacted] were opened on June 15, 2013.  Account [redacted] was opened April 26,
2014.  Additionally, Mr. [redacted] signed a
fourth retail installment contract on August 26, 2015 creating account
[redacted]. 
The retail
installment contract signed by Mr. [redacted] on August 26, 2015 also included the
outstanding balance for account [redacted]; however, the other accounts were not
included in the account add-on process. 
As of October
12, 2015, the payoff balance on account [redacted] is $267.20 and the payoff
balance on account [redacted] is $170.78. 
Due to these two accounts having an outstanding balance of less than
$500.00 each, the balances were not added on to account [redacted].  We have attached a copy of Mr. [redacted]’s contracts
for his records. 
As a one-time
offer and a goodwill gesture, we have reversed the late fees on accounts
[redacted] and [redacted]; however, we are unable to combine the accounts with
the new account.
We value Mr. [redacted] as a customer and sincerely
apologize for any inconvenience he has experienced due to this matterThank you,Cheryle S[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 am well aware of the "timeline" of the series of events. My acceptance of the mentioned items were after the conversation had on their recorded line with customer service which I queried and stated if I can not return the items as per our conversation, I did not want the items even delivered  to my home. I acknowledged the disclosure on the contract sleeve and mentioned my confusion due to the contradicted response from Conns customer service rep. This warranted my request to have the audio pulled. I did tell the delivery person the hutch electrical connection was not in working order. After he checked, he himself called the warehouse to report the product malfunction.
I do not accept the response from Conns and respectfully request yet again to have it removed from my home and my contract.
Regards,
[redacted]

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to Mrs. [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, Mrs. [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. Mrs. [redacted] has stated in the complaint: 1)       She returned to the store to process a refund due to the items purchased were not in stock however; she has not received her refund.   Our investigation reveals that: 1)    A refund was processed back to the [redacted] Card used to purchase on 7/25/17. Credit card refunds normally take between 24-48 business hours to receive. However; depending on the banking institution, refunds can take up to 10 business days.   Our records show 7/23/17, Mr. [redacted] purchased a [redacted] washer and dryer and was scheduled for delivery on 7/25/17.   We researched Mrs. [redacted]’s complaint and found that at the time of purchase the dryer was not available for immediate delivery but was scheduled to arrive from the manufacturer on 7/25/17. We show Mrs. [redacted] was contacted before delivery and informed that the dryer did not arrive from the manufacturer and we would need to reschedule delivery. Mrs. [redacted] expressed her dissatisfaction and requested to receive a different model at no additional cost.   Mrs. [redacted] was informed that we were unable to accommodate her request, therefore, she requested to receive a refund. We show Mrs. [redacted] returned to her local Conn’s on 7/25/17 and a refund of $1,517.59 was processed back to the [redacted] card used to make the purchase.   Our records show Mrs. [redacted] contacted us the following day stating that the refund had not been processed back to her card. Mrs. [redacted] was made aware that we submitted the refund back to her card and to contact her banking institution for further assistance.   We sincerely apologize for any inconvenience Mrs. [redacted] experienced during this process.   Conn’s value Mrs. [redacted] as a customer and appreciates her for bringing this matter to our attention.

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to Mrs. [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, Mrs. [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.    Mrs. [redacted] has stated in the complaint:   1.     She was informed the delivery charge would be $80.00, but after checking invoice she was charged $149.99;  2.     She is requesting a refund for the difference.   Our investigation reveals that:   1.     Mr. [redacted] was made aware before charging his card that the delivery fee for furniture would be $149.99 2.     We are unable to honor Mrs. [redacted]’s request.     We contacted the sales associate and store manager where Mr. [redacted] made his purchase and was informed that Mr. [redacted] originally inquired about purchasing a twin mattress and was informed the delivery fee was $79.99. However; Mr. [redacted] elected not to purchase the mattress and instead chose to purchase a Skylar chest and nightstand. Mr. [redacted] was made aware before completing his transaction that the delivery fee for furniture was $149.99. We also provided Mr. [redacted] the option to pick up his items from the local warehouse to avoid the price difference.  Mr. [redacted] elected to proceed with delivery and provided his [redacted] card for authorization of the purchase.   At this time, we are unable to honor Mrs. [redacted]’s request to refund the difference in price for his delivery. Mr. [redacted] was made aware before completing his purchase that the delivery fee for furniture would be $149.99.   Conn’s values Mrs. [redacted] for bringing this matter to our attention. Sincerely, Conn’s Inc.

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.  Our records indicate Mr. [redacted]’s complaint was escalated with upper management and we agreed to exchange his dryer model ([redacted]). ...

Mr. [redacted] was contacted on 7/26/16 and informed of his approval.  Again, we sincerely apologize to Mr. [redacted] for any inconvenience he experienced during this process.  Mr. [redacted] is scheduled to receive his new dryer on Wednesday (7/27/16).  If we may be of further assistance, Mr. [redacted] may contact our Customer Service Department at 1-877-358-1252. Kind regards, Jana [redacted]Customer Relations

Thank you for the opportunity to respond to Mrs. [redacted] concerns regarding her account.  Mrs. [redacted] is currently being represented by an attorney; therefore, we can only communicate with Mrs. [redacted] attorney at this time. Thank you, Cheryle S[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
[Provide details of why you are not satisfied with this resolution.]
Regards,
We have not heard from Conn's so no resolution has been given, we will continue to pursue this problem

Thank you for the opportunity to respond to Mrs. [redacted]’s additional comments. As mentioned in Mrs. [redacted]’s last response received on7/26/16; Mrs. [redacted]t contacted our service department on two separate occasions dated 6/08/16 and 6/09/16 before she returned her refrigerator.  However, both service orders were cancelled; Mrs. [redacted]’s refused to have her refrigerator assessed.   Mrs. [redacted]t was made aware that an exchange could not be submitted for review until her refrigerator was assessed and determined to have a functional failure.  Mrs. [redacted] requested to return her refrigerator; she was made aware that she would be able to return the refrigerator but the required 15% restocking fee would be assessed and she would be charged a second delivery fee.  Mrs. [redacted]t agreed and returned to the store; Mrs. [redacted] paid the required 15% restocking fee ($266.59) and her refrigerator was picked up on6/30/16. Again, at this time we are unable to honor Mrs. [redacted]’s request for a refund.  Mrs. [redacted] refused service and was made aware of the required 15% restocking fee to return her refrigerator if the unit was not inspected prior to returning the unit.If we may be of further assistance, Mrs. [redacted] may contact our Customer Service Department at 1-877-358-1252. Kind regards, Jana [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
[Provide details of why you are not satisfied with this resolution.]
Regards,
I have proof from the Chris [redacted], Manager at store 1655 South Stapley Drive, Mesa, AZ as well as Benadette, Warehouse Supervisor, Timothy [redacted], Sales Person,  Don [redacted], Sales Counselor who all confirmed and verified that the promise of 10% off the merchandise would be honored.  I was told that It would be 4-6 weeks before I would receive a revised invoice and to be patient during the problem they caused.  I have never received the payment book with  the 10% off, replacement pillows and the $100 gift card.  Pull the store video where I went in to Conns and was told again that my invoice will reflect the discounts promised.I was only approved for $4000 but only spent $3200 after the sales and promos.  Conns inflated my invoice to upwards of $7000.  Until they honor the promised they failed to this day to delivery then I will take them to court and have them pay all court costs.  They need to remove the derogatory credit remarks on my credit reporting because this is their error not mine.  The 32 monthly interest free needs to be reinstated at the resolution of this complaint, 10% off as promised and I have proof of this from the store, $100 gift card issued, manufacture replacement pillows, delivery free waived. Conns needs to stop lying.Conns is lying. and I have the telephone records and the proof from the video surveillance where I went into the store to have this resolved. Conns DOES NOT  value me as a customer because if they did this would not have gotten to this point.They either fix this now voluntarily on all items promised me or I will have to take this to court and they will have to pay all legal fees. Thank you,[redacted]